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E A. - lee_anders

E A. Sierra Vista, AZ 01 5/24/2023Updated review Lawley Hyundai Service Department - May 24, 2023 A couple of weeks ago, I submitted a negative review outlining my past frustrations with attempting to get previously scheduled warranty service attended to through advance scheduling with the Lawley Hyundai Service Representative. On May 22, 2023, I appeared at the dealership for an 8AM appointment for, what I hoped, would the day the service technician would be available to attend to my warranty matter. The service representative, who had scheduled the appointment, fetched the service director, Mr. Herb Santa Maria, who advised he would write the service order for that days work, as he had been advised I had written a review earlier. First, Mr. Santa Maria, stated the technician may not be able to get to the job, as scheduled, due to a backlog having been created from the previous work day. That was disappointing, and I asked then, what was the purpose in making an advance appointment for service, if a technician would not be available to perform the work? I explained customer's time is equally important and when we make an appointment, we simply expect requested work to be attended to. I asked that the technician at least take a look at the requested matter, and then we'd have a discussion about when the work could actually be accomplished. The service director agreed. As it turned out the director did arrange for the technician to begin the warranty work that morning and despite difficulties, beyond the technician's control, the work was completed in about five hours. I left the service department at about 1:15pm, that day. In summary, I'd like to say I was most impressed with the demeanor and professionalism displayed that day by Mr. Santa Maria. Despite having a backlog of work for the Hyundai technician, he recognized a need to attend to my warranty matter. Both he, and the technician, Noah, are to complimented for dealing with unexpected frustrations experienced with Hyundai/Kia in resolving my warranty issue. The job was completed in an excellent manner and in a reasonable time. Looking forward, Mr. Santa Maria provided me with his business card, and encouraged me to contact him anytime in regard to warranty matters. As a Hyundai owner and customer, I appreciate that.

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