ReScore Reviews™ (25)
I am sorry you are disgusted. I was actully here and the one that gave you the free car rental. The tech was not here and for that I am sorry. You should have never been scheduled for that day. To make up for it I gave the the loaner car. Then sent a lot attendant to your house so that you didn't have to make the trip back in. I am sure you appreciated that. As far as the remote start you don't have to use the key to enter the car. You just need to hit the remote start button and that unlocks the vehicle. All of the paperwork and instructions are in your vehicle. If you need further assistance in going thru the directions let me know. Thanks for your business even if we have let you down.
I understand that you were not pleased with how your service day went with us. The service crew is trained on dealing with confrontational customers and looks like this time they fell short. I wish there was something we could do about your parts not being available. From our standpoint if we can't get them then we just can't get them. That doesn't help your car out, but I am sure that you had been offered a loaner vehicle. If you were not that will upset me. When your short block comes in we will get right on it. Until then I will have to beg for your patience. We really will get this all resolved. Hoping that we can keep you as a customer.
I know there was a mixup on our part about your scratches on your vehicle. I am sorry that it happened, but it did and we want to move on with addressing your issue. Please let us know when you can make it here and we will once again schedule the detail shop to buff the scratches from your vehicle.
I am sorry you had such a terrible experience. I am the person that tried to wait on you. I was short with you. You were definately rude and pushy. I call you a bully. I could see, that I would have blown my top if I had to continue to listen to your insults so I quickly passed you on to one of my service advisors to complete your transaction.
Sorry it didn't work out for you.
I will get the pictures of the damage from the parts manager today and get with you and let you know what we might be willing to do.
That really is a long time to wait for changing a TPMS sensor in a tire. I am sure that the problem was not with us but with the warranty company. We have to get approval from them to continue with repairing your vehicle. Sometimes it is a quick process and other times they get bogged down. Of course it all reflects on us. Please accept my apology for the time crunch.
What can I do to make up for this so that I could possibly appeal to your forgivness side and get a rescore on this survey.
I would be more than glad to offer up a peace offering.
I was here the other day when we worked on your vehicle. I do apologize for the inconvenience to you having to come back to have the tires rotated. As far as the time involved we did do the alignment and replaced the missing camber bolt. That definately added to your time.
I did have a talk with our technician that did the work on your vehicle about test drives. That would have been where we dropped the ball. We could have noticed that your tires were cupped and that was causing the vibration coming from your car. I hated that you had to come back.
We rotate your tires back once we figured out what was causing the problem, and gave you a gift card for $25 to compensate you for the rotation amount.
Once again I really do apologize for the inconvenience and hope that in the future we can prove our professionalism and make up for this visit.
If you have anything you would like to express back to me e-mail me and we can discuss in further. I want to make this up to you and would like to offer a rescore of this survey to you once we have made contact.
We don't get many low scores on our Sure Critic Survey's and when we do there are usually circumstances surrounding them. In your case, we just messed up. No excuses, no bells and whistles going off, we just messed up. I took your phone call and was very upset at what had happened. Immediately I found the service tech, and we had a chat. I want so badly to make this up to you. I know that you came along way to get this serviced. Here is what I want to do for you. We will first of all fix your washer pump, I will have your gas tank filled with gasoline and I have a gift certificate for dinner that I will hand to you.
Please accept my sincere apology and make up for this. I am hoping that once we show you how good we are I can resend this survey and we can earn a 5 star from you.
I hope that you feel like we made up for our mistake. We really take these survey's seriously and I trust we are back in all of your good graces.
Thanks for coming back up so we could plug that washer pump in and again thanks for your business.
Looking forward to a rescore on the survey.
Thank you so much for giving us that second opportunity to show how much we value customers. Have a great day and a wonderful holiday season.
I talked with everyone involved with your car so that I could understand exactly your situation. I am sorry that we could not fix your problems. You seem to have several of them with this vehicle. I know you have now replaced both your rear tires, your front tires are aggressively cupped and I am sure very noisy. We offered a road force balance to make sure you didn't have a bent wheel or out of round tires on the front but that service was declined. We also with no charge to you did an alignment check that showed your vehicle was in alignment not causing that pull.
Without a check engine light we can only guess what could be causing a mileage degegation. Our only solution was to offer you an induction service that cleans the throttle body. Your MAF sensor sets in the intake. If you have carbon build up it will not properly read causing more fuel to be used.
On a test drive with our technician we could not verify any transmission shifting issues, and I believe you were not able to duplicate this condition either. If you have a transmission problem that generates a check engine light or we can verify a shifting problem we can handle that under your 10 year 100,000 mile powertrain warranty.
You may certainly not be happy with the outcome of this visit but as a manager I feel like we did what we needed to do to help service your vehicle, inform you of maintenance items, and at the same time be fair to our mother company Hyundai Motor of America.
We would like to continue to have you as a customer and I hope that next visit you will be completely satisfied.
What can we do at this point to regain your trust and improve this 1 star rating to a 4 or 5 star?
Please let me know.
If you could let me know how I regain this trust I would appreciate the feedback. I need to send you a rescore but feel like it would not be appropriate until you let me in on what I can do to help this situation along.
I truly understand your frustration so I would like address your concerns.
The catalytic converter was replaced on your vehicle after 115,000 miles. This seems to be the only service we performed on your vehicle. Converters are expensive so I know it must have been a shock when you were informed what needed to be done to get your vehicle running properly.
I did look at the history of the vehicle and I see that back in 2015 we did replace some A/C parts covered under warranty, and now the converter. You have certainly been a loyal customer and looks like you have taken care of this vehicle.
You mention the vehicle is in worse shape when it was returned then when you dropped it off. If this is true and it needs a good cleaning, let me know and I would be more than glad to have the vehicle detailed at my expense.
I just don't want to lose you as a customer. I hate that you had such an expensive repair and that you did not have a great experience with us this time.
Please keep in contact as I will reach out to you to see if I can mend the fence so to speak.
Until then thanks again for your business thru the years.
I do not appreciate being treated poorly anywhere, let alone at a place that sells me things.
I feel bad that your experience here was not what we usually have with our customers. I did talk with Erick and he explained to me the situation thru his eyes.
I guess the appointment was at 1 time and you were not able to make that and arrived later. I know he went ahead and got you into service and pushed a few drop off cars so that he could accommodate you.
He was trying to be helpful when he looked to see what other dealerships may have already diagnosed on your vehicle, and when he could not find anything relating to your issue he is trained to charge diagnostic time. I am sorry that we had to ask you to bear that expense
As far as his demeanor I spoke with him about always trying to smile and be friendly and this is something that we have never had an issue with. I am so sorry that you seemed to be the first.
Please accept my apology for your experience, and hopefully we can do something in the future, that will make you a satisfied Hyundai Owner.
We talked yesterday and I will be getting with you today once that switch has been installed. Any luck we will have your car back late this day.
I believe we have resolved your A/C problem. I apologize for not being able to solve it the first time. It was indeed hidden way inside the electonics of your vehicle. I hope that all is well, and I hope that you truly do reconsider the 1 star rating. 5 would be delightful but 4 would be what I am expecting.
Thanks again and sorry for the frustration.
Here is a rescore.
I am so sorry that you did not have a great experience with our dealership. I will address your concerns when it comes to the service department and will make a copy for our Sales Manager so that he understands your concerns with the sales staff.
I am sorry that we did not have the parts to fix your car. We try and keep a large parts department but sometimes we just don't have the stock. We do get a parts order in weekly and we were out of 1 TPMS sensor. We did have 1 and were willing to put install it. I also understand why you were reluctant to have just 1 and then have to return.
A few other things that may have played a part in your disatifaction is that you arrived at our company at 1:45. The appointment was at 2:20. That may not seem alot, but we operate on a very tight schedule. I attribute this to so many of our customers being very pleased with our service and they keep us very busy.
One of the reasons for the tight schedule is that we don't ignore our customers when they have a concern and that is why this response. Why don't we do this. If you have not already had those pesky TPMS sensors replaced call me on the phone. Let me do the service and give you credit for the check out fee of $60 toward the installation of these sensors.
Once you get this e-mail call me or I will follow up and make contact with you. We truly do not want any unsatisfied customers, and will do most anything to make you smile.
I have made an attempt to contact you, and would like nothing better than to get something worked out. I would certainly be more than willing to replace 1 of the TPMS sensors if you were to replace the other with us.
This offer is made, trying to recapture someone that we have obviously let down.
To accept this offer respond to the with a 3 star rating and let me know when you would like to have this done.
I am trying to figure out a solution for you.
I am sorry that I cannot find a solution for you. We really are an honest place to have work done. We appreciate your response and we appreciate the business that you have given to us. I hope that someday we may be able to regain your trust.