Herrnstein Hyundai

I see that you have an aftermarket warranty company that paid for the repairs. I also see that you had a $100 deductible to them. If you could rescore this survey to a 5, I would be more than glad to refund you the deductible $$$$'s that you had to pay. In talking with Erick I see that you had some rocks in your underpinning that was causing some of the problem. Let me know if you would like to accept my offer, and I will make the arrangements 

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.

I am glad that I had the opportunity to discuss with you the issue. I now need to ask you a favor, with no other reason for your compliance other than we need to have a better score for this service advisor. 

I appreciate that you recognized that we do take our customers concerns seriously, and I would like you to blindly rescore us. I would appreciate a 5 on the rescore if you feel like you could do that. 

I am hopeful that all of your future visits to our service department will be up to our 5 star rating. 

Thanks again for your follow up on this issue, and hopes that you could honor my request. 

You the man

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. 

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 am very concerned about your response, so I will attempt to answer each of your concerns. The loaner car program is dictated by Hyundai Motor of America. We follow the guidlines the best we can. We attempt to accomodate everyone, but we do not have an unlimited supply of these vehicles. We are allowed 8, no more. 2) I will be really upset if someone didn't tell you the price and get your permission before we replaced that cabin filter. To make this up to you the next time that you are in I will replace the cabin filter at no charge. 3} Sometimes you are correct there are a few more dollars involved in getting your vehicle serviced, but where do you go to get quality service with excellent trained personnel to perform all of the duties. We know Hyundai's inside and out. You are a wise consumer to always consider your pocketbook before any purchase. 

Let me know if you want to take me up on my offer of the free cabin filter. To do so, I will have to send you another response that you can give us a 4 star on the service. 

Let me know if you want to take advantage of this offer, and please be aware we really do want your business in the future, and we appreciate all of your time. 

Thanks for the rescore. I actually enjoyed our conversation the other day. Don't be a stranger. 

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.

All of these are points well taken. I too sometimes see the same exact thing that you have seen. I will address these with the general manager and let him read what you have pointed out. I also hate the smoking around the building. Sometimes it takes another set of eyes to point out the problem.

Thanks so much. I am sorry you had to be here for 3 hours. If you would respond to my rescore of possibly a 4 out of 5 I would be glad to give you your next oil change on the house. Once I address these issues I will let you know how it was received. 

We are definately on the same team here. 

Thank you so much for responding back. We really do take these responses seriously. After consulting with the General Manager and putting a couple noses out of joint we are going to make some changes. Thanks so much, and I have put a note on your record to honor you with a free oil change on your next visit. 

Thanks again.

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.

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 feel so badly that this has not given you a good feeling about our service department. I felt like we have really let you down in this department. Let's review. 

We replaced your intake and intake gaskets as we had diagnosed in a previous visit. At this time we we able to get you a rental from Hertz and requested that you pay the difference between a small vehicle and a vehicle to accomodate your relative. We did get the intake done and it seemed to have fixed your problem. Unfortunately you had a check engine light come on. 

It ended up that we had to issue you a $90 credit for the difference in the hertz rental bill and for some misc. charge on your ticket. I approved that immediately upon finding out about the problem. 

We now have put you in another rental at our expense completely. We did find that the variable charge motor was not working properly and we have resolved that issue. To make sure of that we are keeping your vehicle 1 more day to make sure we have that problem resolved. We did find also that your battery only had 175 Cold Cranking Amps left in it. That was going to give you problems this winter and possibly giving you problems now. Thank you kindly for authorizing that replacement. 

We will call you tomorrow and hopefully all will be well in happy land. 

We are in hopes that once this is all behind us we could request a rescore on our survey. I will call you tomorrow when it is time to pick up your vehicle.  

I am hopeful that your problem has been resolved, and that we have shown how much we want to help our customers, especially when we have let them down.

We do so much appreciate your patronage and we want you for part of our Herrnstein family for a long time.

Hopefully we could ask you to rescore us, and get as close to a 5 star rating as you feel we might deserve.

Thank you again for your patience and thank you for your business.

I am hopeful that your problem has been resolved, and that we have shown how much we want to help our customers, especially when we have let them down.

We do so much appreciate your patronage and we want you for part of our Herrnstein family for a long time.

Hopefully we could ask you to rescore us, and get as close to a 5 star rating as you feel we might deserve.

Thank you again for your patience and thank you for your business.

I do not know what the mileage is on the vehicle right now. We usually only replace those stickers when we do an oil change. I looked at your repair order and it doesn't appear that we did that service. If this is not true let me know, I can always mail you a new sticker if you would like. 

Please let me know, and I will follow up with a phone call to make sure all is well. 

We appreciate the response and please let me know what we could have done better to get a 5 star rating. We strive so hard for those stars. 

Thank you for your business, and hoping to hear about some possible suggestions as to how we could have achieved a 5 star rating from you. 

Thank you for bringing the vehicle back in this morning. We do have to order a part, it seems as though when the nut for the half shaft was put back on it did not seat and was causing an issue. 
We have ordered the new part and your vehicle should be back to you tomorrow. In the mean time if you need a rental car for transportation we will be more than glad to provide you with one. 

It always alerts us to potential issues in our service department when we get a 3 star rating. I am hoping that there were some circumstances centering around this service. I would like to extend my apology for the time wait, hoping we offered you a rental car if it took 24 hours to get your vehicle finished. Be assured that this is not the norm for our department, and I extend my serious apology for the inconvenience that we bestowed upon you. Hopefully we will earn your business in the future. 

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!

Well those are kind words. Come visit us often in service and don't forget Hyundai for your next vehicle purchase. 

Well that makes me happy then also. Thanks for the comment and thanks for your business. 

I will look into pricing. Many times pricing is dictated by HMA. Thanks for the input though and I will pass it along. Thanks for your business.