ReScore Reviews™ (25)
I wish I could come up with some kind of excuse but there are none. We did a 953 ECU update on your computer. When you got it back that update created a condition called fail safe. We are currently awaiting HMA which is the authorization arm of Hyundai to tell us what is next. We do have another vehicle if you would prefer being in one of our vehicles. I understand that you are in a vehicle that we rented from Hertz for you.
Let me know if you would like to swap out. I will not give this vehicle away until Monday. You could pick it up today before 5 or tomorrow 8 to 5.
You know, I have no excuses. I did see that the appointment that you had was taken at the Chrysler store and that is where they were expecting you for some reason. Why you got that phone call I will never know. Obviously it was some kind of error on our part. Please forgive us for this visit.
What would you like for me to do to make up for these errors. I could offer you an incentive for changing this survey to a 4 or 5.
I would venture to say the Auto Parts stores provide a great service to unknowledgeable customers who would at least like an idea as to what may be wrong with their vehicle without a $55 to $110 dollar price tag. They can then determine if a repair is necessary.
I will send you a rescore but I will be more than glad to replace all 4 bulbs at no charge to you. I will have to know what day you want to come in and I will see to it that you will not need an appointment.
Seems like we dropped the ball here. Is there anything we could do for you at this point to gain back your confidence. I need to send you a rescore after we get this resolved but need to know if we can do anything to help ease your frustration.
I would really like to get this issue resolved. We are so much better than the foot we have put forward. I will make a one time offer to you. If you were to rescore us with a 4 I would be willing to do a coolant flush on your vehicle at no charge to you. That is a $150 value. Please respond and let me know if that would be acceptable. I would need the rescore no later than Sunday night 12/30/18.
I have no idea what happened here. We get very few upset customers so it does concern me when we do get them. I looked at the scheduler and it appears your appointment was at 8:40 that morning and I also see it was 9:30 before it was written up. Were we that busy with you waiting to get attention from someone or were you simply late for your appointment. Either way it doesn't matter we never want someone to be dissatified.
What can I do at this point to make you a happy camper. Maybe a free oil change, or a free tire rotation. I would be more than glad to supervise your next experience with us. As I said this just doesn't happen often, so let us communicate and give you the type of service you want and deserve.
I want to first apologize for your experience. I put all of the information together I could find. Looks like you had an 11:00 appointment on the 10th. We wrote you up at 11:19. I don't know if you had to wait on a service advisor, but I keep a pretty close eye on customers as they arrive. There should never be anything left in your car after we service the vehicle. I know that when you called back to Erick he thought he was going to get a photo texted to him of the part. I know sometimes when I text him it doesn't show up on his phone, so maybe that happened.
Whatever the situation was I do feel bad for the experience. Please accept my apology, get with me or I will call you and try to satisfy your concerns.
Thanks though for responding I really need to know these things.
I apologize that you have had a negative experience at our dealership. We here at Herrnstein Hyundai hold ourselves to a very high standard and our customers experience to an even higher priority. If there is anything that we can do to correct this situation, please contact us immediately.
I got back in town today, and have investigated this sure critic response. We really take these sure critics serious here at Herrnstein.
I talked with Steve about this, and if i understand it correctly all he could remember was that you had run out of coupons for tire rotation from Fidelity Warranty Company. Maybe there is more to the story than that. If there is I beg of you to get in contact with me, so that I can get it resolved. Thanks for your patience right now but I will not let this die until I have tried to understand the problem, and to do anything in my power to correct it.
This response has me quite baffled. It will be interesting to talk with someone to get a detailed explanation of what happened. The normal turn around time on an engine is 3 weeks. It just so happened that the engine you needed was in a warehouse and I saw it there and had them deliver it. The RO was opened on the 26th and looks like it was even towed in. The 27th we checked out the vehicle and began to take pics and get the paperwork done to send to our homeoffice to get approved. The approval process went to our home office on the 28th in the early afternoon. We found the engine and it was here on the morning of the 29th. I had the technician pull the engine out of the vehicle on the afternoon of the 28th and installed the engine on the 29th which is the day you picked it up.
As far as the silicone I have checked with everyone that would have answered the phones and no one can remember anyone calling in about this. Certainly I would be so disappointed in someone if they offered up and explanation of we don't have time. If I could find someone that would admit to this, I would certainly have a stearn talk with this person.
Let's talk. I will try and get ahold of you, and would like to talk with you personally about this. Hopefully you and I will make that contact.
I absolutely hate this response to our survey. I would really appreciate talking with you in person. This is a difficult response to our survey. We thought we did so good for you and you on the other hand believes we did so poorly. I never want a customer to feel that way. In the long run, it doesn't matter how we feel, only your opinion matters.
I wish I could respond to this in an appropriate manner, unfortnately I have no idea how that can happen. I would love for you to take a phone call from me so that we could discuss this. If we have a glitch in our scheduling software I really need to know about it.
I will be sending you an attempt at a rescore once we have discussed this. I just don't know how to address the issue.
I certainly remember the 2012 Veracruz. I am the person that talked with you trying to explain what we can and can't do. Once the recall was done I had to have approval to replace the valve cover, and when the alternator is working with no problems then it would not be approved by our home office.
If I remember correctly the alternator that was on your car was not a Hyundai Alternator, I remember you had it installed in Columbus when the alternator went out. You were given the phone number to our Consumer Affairs Dept, and if I remember correctly they would not refund you the $$ for the alternator.
I really do understand your frustration, and I am sorry that you believe I have been less than helpful. The conversation we had was not made up of excuses it was just what latitude I have in dealing with situations like this.
I once again offer you the phone number to consumer affairs and see if they now would refund you some $$$ or approve us replacing a Non-Hyundai part under the Hyundai Recall.
I know this isn't what you want to hear, however I do believe it is a fair evaluation of the circumstances.
The phone number is 800-633-5151. I hope this turns out good for you, and the home office approves doing more for you.
Believe it or not we really do appreciate your business.
This is certainly a terrible thing to hear about your technician, however we will learn from this and I will review with them how critical it is to be professional in their endeveors.
I have spoken with the technician responsible for this and it was quite a serious talk.
Let me offer to you a chance to make up for this. If we could get you to resurvey with us and possibly get a higher score, I will be glad to offer you a complete detail on your vehicle. This would include doing the engine compartment. I am not asking you to be happy with the last service, I am asking for a chance for redemption. These kind of reviews do not come across my desk often and when they do we give them our utmost attention.
Please let me know if the detail and the resurvey would be possible.
It always pains me when we have let one of customers down. This is not the normal, but I am sure to you it probably seems that way. I wish at this point I could do something to make up for this tragedy. I have spoken with Paul, firmly, letting him know how much this disappoints me.
I have a team meeting set for Friday of this week to drive a point home, it is important to communicate with customers during the entire process of having their vehicles serviced.
You might think we do not want responses like these, and we don't like them, but we take this opportunity to make us a better place to shop. So thank you for taking your time to fill this survey and thank you for you business.
If you ever would like to give us another shot at being your preferred provider for your maintenance needs, call me personally and I will make sure you are more than pleased.
Jeffrey B. Coleman
I hate it when we get a rating like this. We strive so hard here to eliminate these problems. I am terribly disappointed that you did not get adequate communication during this process. So many problems can be avoided if there is good conversation going on between the customer and the dealership. I will address this with our service writers and get this resolved. Hopefully we can find a silver lining in this somewhere.
We use this feedback to make us a better place to shop, so sorry about your experience, but thank you for the feedback.
I am sorry that you feel as though we have been negligent in your vehicle. Murphy requested that we do the amount of work that we did, and not just on your vehicle but on many others. If you feel like we should have done more work we would have been glad to do so, however because Murphy was paying the bill this is all they authorized us to perform.
There maybe other customers that got other work done after they were here, but we have not had any other requests for more service on these vehicles.
I am in hopes that after you had the other services done that your vehicle is back to as good or better condition than when the accident took place.
You are a long time customer, so you are aware that this is not a typical example of our customer service, or our ability to repair vehicles. It is certainly embarassing when this happens. I know we have checked and rechecked the A/C but obviously we have failed at diagnosing the system, or there is something electronically that is failing that cannot be picked up by our computers. I will talk with Chad and we will get our field service tech from Hyundai Corp. involved as we do not want to leave this as, "we just can't fix it". I will stay in contact with you until we have slain this dragon.Jeff Coleman
It is with heavy heart that I respond to this survey. We strive so hard to give the type of service that we all expect when we go anywhere and purchase products. I did speak with Erick so that I could get all the details about your experience, and you are right it should never take that much effort on your part to do business with us. The first issue is that we schedule you for an appointment and we did not have the part in stock. That happens very infrequently and I acknowledge that this did happen. There is a big difference between a strut and a hatchback strut, and the parts department obviously made a mistake in ordering this because a strut came in on your second visit and it was not the hatchback strut that you needed. The next visit I am glad that Erick was able to get your vehicle's hatchback strut's for you and offered for you to just come in with no appointment necessary. Erick is a fine addition to our staff and we appreciate his abilities beyond belief. I offer my apology for your inconvience and for the frustration that you must have been feeling during this time. I hope that we can earn your business in the future, and allow us the opportunity to show you just have good we can be.Jeff Coleman
I apologize for the misunderstanding Matthew. Our service manager will be calling your wife this afternoon if we don't hear from her by then. I am confident we will be able to make things right for you and your wife!Jessica Dalton
Parts & Service Director
I know we spoke on the phone when we refunded your charges, but I wanted to update you and let you know that I did speak with the technician who performed your maintenance. He did not rotate the tires front to back, but he did rotate them side to side. I sincerely apologize that this information was not relayed to you before you left our dealership and I have addressed this issue with our staff to prevent it from happening again in the future. I do thank you for your feedback, because it's customers like you that help us to better ourselves and the service experience for others.
Parts & Service Director