I want to make it very clear that my 5 stars apply - SonataOwner
I want to make it very clear that my 5 stars apply specifically to the following team members: Service Manager Diana, Service Advisor Kevin, Ray, and Jonathan.
I took my car in for engine replacement under warranty and had quite a frustrating experience initially with a different Service Advisor. I eventually got so upset I asked for a manager -- the VERY SAME DAY I escalated to Diana, she sprang into action and I had what I needed within 2 HOURS. I initially requested that my car be transferred to a different dealership, but Diana assured me I would be taken care of here and made true on that promise.
Every time I needed something, Diana ensured I was never left in the dark and always responded to my emails within less than 24 hours. She was extraordinarily patient and never made me feel like an inconvenience despite over 20 emails back and forth (in addition to my numerous calls) over the past month. She took the time to coordinate across multiple staff members to resolve my service experience. I know my experience with the previous Service Advisor affected my communications with her -- I was extremely distrustful and anxious about the possibility of being taken advantage of -- but Diana was sympathetic and always knew exactly what to say to assuage my fears. Her exemplary service is exactly what saved this from becoming a 1 star experience.
While Diana is absolutely the star of this review, I want to also acknowledge the great service from the following Service Department team members:
- Service Advisor Kevin: When I called regarding my car and expressed frustration with the process, Kevin could have easily told me "Too bad so sad! Take it up with the service advisor who's assigned to you!" Instead, on an incredibly busy Saturday, Kevin empathized with my feelings while being realistic about what they could actually offer.
After a month of dealing with less than ideal circumstances regarding my car, I came in 10 minutes to closing ready to argue some more but Kevin's warm professionalism completely took me by surprise. He asked me in a gentle voice, "Are you sure you don't want to pick up your car today? I don't want you to be without your vehicle..." When I shot back "I can't because of XYZ!" Kevin quickly coordinated with the service team -- 3 minutes before closing time -- so I could pick it up that same day instead of waiting another 2 days. From what I observed while waiting for my car to come around, Kevin was equally helpful and patient with every single other person who walked through his door despite handling a steady stream of customer requests 10 minutes past closing.
- Ray: Ray was often my first point of contact whenever I called the Service Department -- he always picked up on the first ring OR if he wasn't able to answer, he'd call me back within 3 minutes. I was honestly shocked by his efficiency and want to note that even when I would call multiple times in one day, Ray was unfailingly polite, courteous and understanding while routing me exactly where I needed to go -- and he never once dropped the ball on a request.
- Jonathan: Accompanied me to pick up my loaner car as well as my personal vehicle. His friendliness and clear explanations made me feel at ease during moments I felt incredibly frustrated and was a positive touch point in my experience.
While my service experience started off far from ideal, Hyundai El Monte has some true gems working in this department. I'd gladly come back as long as I'm working with them.
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