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TUNDE O'CONNOR

Hyundai of St. Augustine
Évaluation globale
Évaluation globale 4,8/5Évaluation globale 4,8/5Évaluation globale 4,8/5Évaluation globale 4,8/5Évaluation globale 4,8/5
4,8
(687 reviews)
78

Critiques de TUNDE O'CONNOR

DS
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Diane S.
St. Augustine, FL
2013 Hyundai Santa Fe
Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5
08/21/2018
Type de service : Maintenance
client vérifiéVérifié Client
Catégorie : Service
the people
the service is good and the people friendly and very helpful
Recommandé
JOE K., Service and Parts Director de Hyundai of St. Augustine a répondu le 08/21/2018 05:32 AM


 Thank you for taking the time to share your kind words with us and the 5 star rating.

It's official!  6 Times in a row!!!

Thank you to all of our wonderful guests for helping make us the #1 Hyundai Customer Satisfaction Service Center for Now the 6th  consecutive quarter!!!


Sincerely,
Service Team
Hyundai of St. Augustine
Genesis of St. Augustine
"Excellent Service from Excellent People"
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
MB
MARK BOSWELL
GA
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George A.
Bunnell, FL
2017 Hyundai Sonata
Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5
08/20/2018
Type de service : Maintenance
client vérifiéVérifié Client
Catégorie : Service
Serv
nice clean place and staff are outstanding
Recommandé
JOE K., Service and Parts Director de Hyundai of St. Augustine a répondu le 08/20/2018 01:58 PM


 Thank you for sharing your service experience with us and the 5 star rating.

It's official!  6 Times in a row!!!

Thank you to all of our wonderful guests for helping make us the #1 Hyundai Customer Satisfaction Service Center for Now the 6th  consecutive quarter!!!


Sincerely,
Service Team
Hyundai of St. Augustine
Genesis of St. Augustine
"Excellent Service from Excellent People"
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
MD
gravatar
Michael D.
Saint Augustine, FL
2012 Hyundai Sonata
Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5
08/18/2018
Type de service : Maintenance
client vérifiéVérifié Client
Catégorie : Service
Caring and professional crew!
I always have a great experience when having my car served at Hyundai St. Augustine!!
Recommandé
JOE K., Service and Parts Director de Hyundai of St. Augustine a répondu le 08/20/2018 05:43 AM


 Thank you for sharing your service experience with us and your continued loyalty to Hyundai of St Augustine.

It's official!  6 Times in a row!!!

Thank you to all of our wonderful guests for helping make us the #1 Hyundai Customer Satisfaction Service Center for Now the 6th  consecutive quarter!!!


Sincerely,
Service Team
Hyundai of St. Augustine
Genesis of St. Augustine
"Excellent Service from Excellent People"
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
SR
STEVE RISLEY
CW
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Clem W.
St. Augustine, FL
2013 Hyundai Azera
Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5
08/17/2018
Type de service : Maintenance
client vérifiéVérifié Client
Catégorie : Service
Great people! Great service!
The people are friendly, the talent strong, and I always feel welcome arriving and comfortable my car has been well taken care of as I leave.
Recommandé
JOE K., Service and Parts Director de Hyundai of St. Augustine a répondu le 08/17/2018 11:17 AM


 We thank you for sharing your kind words with us about your service experiences with us.

It's official!  6 Times in a row!!!

Thank you to all of our wonderful guests for helping make us the #1 Hyundai Customer Satisfaction Service Center for Now the 6th  consecutive quarter!!!


Sincerely,
Service Team
Hyundai of St. Augustine
Genesis of St. Augustine
"Excellent Service from Excellent People"
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
CP
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Carey P.
Neptune Beach, FL
2017 Hyundai Elantra
Évaluation globale 4,0/5Évaluation globale 4,0/5Évaluation globale 4,0/5Évaluation globale 4,0/5Évaluation globale 4,0/5
08/08/2018
Type de service : Maintenance
client vérifiéVérifié Client
Catégorie : Service
review
submit
Recommandé
JOE K., Service and Parts Director de Hyundai of St. Augustine a répondu le 08/08/2018 02:45 PM

 We appreciate you taking the time to share your service experience with us. Please let us know how we can earn a 5 star on your next visit.

It's official!  6 Times in a row!!!

Thank you to all of our wonderful guests for helping make us the #1 Hyundai Customer Satisfaction Service Center for Now the 6th  consecutive quarter!!!


Sincerely,
Service Team
Hyundai of St. Augustine
Genesis of St. Augustine
"Excellent Service from Excellent People"
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
MB
MARK BOSWELL
Client vérifié
Palm Coast, FL
2014 Hyundai Veloster
Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5
08/07/2018
Type de service : Maintenance
client vérifiéVérifié Client
Catégorie : Service
Veloster Owner
Pleasant people, good service, nice waiting room, AND fresh baked cookies!!
Recommandé
JOE K., Service and Parts Director de Hyundai of St. Augustine a répondu le 08/08/2018 02:46 PM


 We appreciate you taking the time to share your kind words with us and we agree, the cookies are delicious.

It's official!  6 Times in a row!!!

Thank you to all of our wonderful guests for helping make us the #1 Hyundai Customer Satisfaction Service Center for Now the 6th  consecutive quarter!!!


Sincerely,
Service Team
Hyundai of St. Augustine
Genesis of St. Augustine
"Excellent Service from Excellent People"
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
KR
gravatar
Ken R.
St. Augustine, FL
2013 Hyundai Tucson
Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5
08/05/2018
Type de service : Maintenance
client vérifiéVérifié Client
Catégorie : Service
All service personnel are focus on doing their job right the first time...
See above
Recommandé
JOE K., Service and Parts Director de Hyundai of St. Augustine a répondu le 08/06/2018 05:30 AM


 Thank you for sharing your kind words with us and the 5 star rating.

It's official!  6 Times in a row!!!

Thank you to all of our wonderful guests for helping make us the #1 Hyundai Customer Satisfaction Service Center for Now the 6th  consecutive quarter!!!


Sincerely,
Service Team
Hyundai of St. Augustine
Genesis of St. Augustine
"Excellent Service from Excellent People"
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
MB
MARK BOSWELL
Client vérifié
Ponte Vedra, FL
2018 Hyundai Tucson
ReScore Avis™
Évaluation globale 2,0/5Évaluation globale 2,0/5Évaluation globale 2,0/5Évaluation globale 2,0/5Évaluation globale 2,0/5
08/03/2018
client vérifiéVérifié Client
Catégorie : Service
customer service status quo.
I do not know if my customer service concerns were met. I received emails saying that this issue was going to be addressed. His email says he is going to correct the issues. Are the corrected? I have not been back to confirm. Has anyone tested the training and proceses? I have not. Therefore, my overall rating for my actual service experience remains the same.

I did receive two emails from Joe K. I made my suggestions on customer service improvements in the service area. His reply email is below:
From: Joe King Date: 8/2/2018 8:42 AM (GMT-05:00) To: Jessica Bress Subject: Re: Thank you for your survey
Good morning Mrs. Bress,
Thank you again for taking the time to share this with me so that I may address these concerns promptly. We have had some personnel changes recently and I need to make sure our new team members are effectively trained asap. Our reputation to customer satisfaction has been #1 in our district and with your candid feedback I am confident we will continue to retain that title. I am going to send you a check for $50.00 for the inconvenience we caused and while I understand this in no way makes up for level of service you experienced, I do ask that you fill out a Re-score survey (that I will be sending out to you) and I hope we can win back your confidence on your next visit with us. Please feel free to contact me personally if I may ever be of assistance.

My reply to his email is below:
Thank you for your reply. With your attention to executing, implementing, and monitoring the customer service training and process improvements should result in positive customer experiences.

No need to send me $50.00. My expectation was to express my concern. I did so with the survey and your contact with me.
Recommandé
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
Client vérifié
Saint Johns, FL
2018 Hyundai Sonata
Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5
08/02/2018
Type de service : Maintenance
client vérifiéVérifié Client
Catégorie : Service
Service
Great service
Recommandé
JOE K., Service and Parts Director de Hyundai of St. Augustine a répondu le 08/03/2018 05:49 AM


 We appreciate you taking the time to share your service experience with us and your continued loyalty to Hyundai of St Augustine.

It's official!  6 Times in a row!!!

Thank you to all of our wonderful guests for helping make us the #1 Hyundai Customer Satisfaction Service Center for Now the 6th  consecutive quarter!!!


Sincerely,
Service Team
Hyundai of St. Augustine
Genesis of St. Augustine
"Excellent Service from Excellent People"
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
SR
STEVE RISLEY
GB
gravatar
Guy B.
St. Augustine, FL
2014 Hyundai Santa Fe S
Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5
08/02/2018
Type de service : Maintenance
client vérifiéVérifié Client
Catégorie : Service
Awesome Service!
Awesome Service with a smile!
They explained the service that was done and didn't try to upsale unneeded additional service. Very honest and refreshing approac.
They have already won me over for service and when I am ready for my next purchase!
Recommandé
JOE K., Service and Parts Director de Hyundai of St. Augustine a répondu le 08/02/2018 11:17 AM


 Thank you for taking the time to share your kind words with us and the 5 star rating.

It's official!  6 Times in a row!!!

Thank you to all of our wonderful guests for helping make us the #1 Hyundai Customer Satisfaction Service Center for Now the 6th  consecutive quarter!!!


Sincerely,
Service Team
Hyundai of St. Augustine
Genesis of St. Augustine
"Excellent Service from Excellent People"
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
BK
gravatar
Bruce K.
Jacksonville, FL
2018 Hyundai Sonata
Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5
08/02/2018
Type de service : Maintenance
client vérifiéVérifié Client
Catégorie : Service
First free oil change
Made the appointment for oil change and was told I could come right in. They took care of me right away and did a good job. My only problem is this survey from Jennee. She thanked me for bringing my car in July 31st. That was incorrect our service was done July 7th. Gotta get your records updated. But service was great.
Recommandé
JOE K., Service and Parts Director de Hyundai of St. Augustine a répondu le 08/02/2018 11:16 AM


 Thank you for sharing your service experience with us and the 5 star rating.

It's official!  6 Times in a row!!!

Thank you to all of our wonderful guests for helping make us the #1 Hyundai Customer Satisfaction Service Center for Now the 6th  consecutive quarter!!!


Sincerely,
Service Team
Hyundai of St. Augustine
Genesis of St. Augustine
"Excellent Service from Excellent People"
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
MB
MARK BOSWELL
JC
gravatar
John C.
Palm Coast, FL
2018 Hyundai Santa Fe S
Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5
08/01/2018
Type de service : Repair
client vérifiéVérifié Client
Catégorie : Service
Oil change
The service woman was excellent. My free oil changes are up so I will look for a less expensive service.
Recommandé
JOE K., Service and Parts Director de Hyundai of St. Augustine a répondu le 08/01/2018 03:15 PM

Thank you for sharing your service experience with us and the 5 star rating. We hope you continue to have us service your Santa Fe. Synthetic-blend oil and filter service, multi-point inspection and complimentary car wash for $29.95. We always have coupons and specials on our website.


It's official!  6 Times in a row!!!

Thank you to all of our wonderful guests for helping make us the #1 Hyundai Customer Satisfaction Service Center for Now the 6th  consecutive quarter!!!


Sincerely,
Service Team
Hyundai of St. Augustine
Genesis of St. Augustine
"Excellent Service from Excellent People"
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
MB
MARK BOSWELL
LR
gravatar
Loyd R.
Saint Augustine, FL
2016 Hyundai Veloster
ReScore Avis™
Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5
08/01/2018
client vérifiéVérifié Client
Catégorie : Service
Oil change
I am pleased that Hyundai has corrected the problem and has made an effort to regain my confidence.
Recommandé
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
LR
gravatar
Loyd R.
Saint Augustine, FL
2016 Hyundai Veloster
ReScore Avis™
Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5
08/01/2018
client vérifiéVérifié Client
Catégorie : Service
Oil change
I am pleased that Hyundai has corrected the problem and has made an effort to regain my confidence.
Recommandé
Avis original
Évaluation globale 3,0/5Évaluation globale 3,0/5Évaluation globale 3,0/5Évaluation globale 3,0/5Évaluation globale 3,0/5
08/01/2018
Type de service : Maintenance
Catégorie : Service
Oil Change
I was disappointed to have to return to the dealership after having my oil changed. Sloppy work resulted in an oil leak which was repaired but was inconvenient for me. Needn someone to work on quality control,
Non recommandé
JOE K., Service and Parts Director de Hyundai of St. Augustine a répondu le 08/01/2018 01:15 PM

Thank you for bringing this to our attention. Our sincere apologies for any inconvenience this may have caused. We will be following up with you shortly.

It's official!  6 Times in a row!!!

Thank you to all of our wonderful guests for helping make us the #1 Hyundai Customer Satisfaction Service Center for Now the 6th  consecutive quarter!!!


Sincerely,
Service Team
Hyundai of St. Augustine
Genesis of St. Augustine
"Excellent Service from Excellent People"
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
Client vérifié
Ponte Vedra, FL
2018 Hyundai Tucson
ReScore Avis™
Évaluation globale 2,0/5Évaluation globale 2,0/5Évaluation globale 2,0/5Évaluation globale 2,0/5Évaluation globale 2,0/5
08/03/2018
client vérifiéVérifié Client
Catégorie : Service
customer service status quo.
I do not know if my customer service concerns were met. I received emails saying that this issue was going to be addressed. His email says he is going to correct the issues. Are the corrected? I have not been back to confirm. Has anyone tested the training and proceses? I have not. Therefore, my overall rating for my actual service experience remains the same.

I did receive two emails from Joe K. I made my suggestions on customer service improvements in the service area. His reply email is below:
From: Joe King Date: 8/2/2018 8:42 AM (GMT-05:00) To: Jessica Bress Subject: Re: Thank you for your survey
Good morning Mrs. Bress,
Thank you again for taking the time to share this with me so that I may address these concerns promptly. We have had some personnel changes recently and I need to make sure our new team members are effectively trained asap. Our reputation to customer satisfaction has been #1 in our district and with your candid feedback I am confident we will continue to retain that title. I am going to send you a check for $50.00 for the inconvenience we caused and while I understand this in no way makes up for level of service you experienced, I do ask that you fill out a Re-score survey (that I will be sending out to you) and I hope we can win back your confidence on your next visit with us. Please feel free to contact me personally if I may ever be of assistance.

My reply to his email is below:
Thank you for your reply. With your attention to executing, implementing, and monitoring the customer service training and process improvements should result in positive customer experiences.

No need to send me $50.00. My expectation was to express my concern. I did so with the survey and your contact with me.
Recommandé
Avis original
Évaluation globale 2,0/5Évaluation globale 2,0/5Évaluation globale 2,0/5Évaluation globale 2,0/5Évaluation globale 2,0/5
08/01/2018
Type de service : Maintenance
Catégorie : Service
Poor Customer Service Skills
Access to Service Department Service Advisors confusing and time consuming. No direction from Dealership Operator to contact Service Advisor.
Non recommandé
JOE K., Service and Parts Director de Hyundai of St. Augustine a répondu le 08/01/2018 09:12 AM

Thank you for sharing your service experience with us. Our sincere apologies for the uncharacteristic level of service you received. We will be reaching out to you shortly and again we appreciate you for bringing this to our attention.

It's official!  6 Times in a row!!!

Thank you to all of our wonderful guests for helping make us the #1 Hyundai Customer Satisfaction Service Center for Now the 6th  consecutive quarter!!!


Sincerely,
Service Team
Hyundai of St. Augustine
Genesis of St. Augustine
"Excellent Service from Excellent People"
JOE K., Service and Parts Director de Hyundai of St. Augustine a répondu le 08/02/2018 06:39 AM


 Thank you for speaking with me today and allowing us the opportunity to improve our organization through your candid feedback. Our number 1 goal is customer satisfaction and I appreciate your assistance and hope to regain your confidence by achieving this goal.

It's official!  6 Times in a row!!!

Thank you to all of our wonderful guests for helping make us the #1 Hyundai Customer Satisfaction Service Center for Now the 6th  consecutive quarter!!!


Sincerely,
Service Team
Hyundai of St. Augustine
Genesis of St. Augustine
"Excellent Service from Excellent People"
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
GH
gravatar
George H.
St. Augustine, FL
2017 Hyundai Tucson
Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5
07/30/2018
Type de service : Maintenance
client vérifiéVérifié Client
Catégorie : Service
fast, friendly and efficient.
just an easy place to get good service in quick time. thanks.
Recommandé
JOE K., Service and Parts Director de Hyundai of St. Augustine a répondu le 07/30/2018 01:13 PM


 We thank you for sharing your service experience with us and your continued loyalty to Hyundai of S t. Augustine.

It's official!  6 Times in a row!!!

Thank you to all of our wonderful guests for helping make us the #1 Hyundai Customer Satisfaction Service Center for Now the 6th  consecutive quarter!!!


Sincerely,
Service Team
Hyundai of St. Augustine
Genesis of St. Augustine
"Excellent Service from Excellent People"
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
Client vérifié
Saint Augustine, FL
2017 Hyundai Tucson
Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5
07/29/2018
Type de service : Repair
client vérifiéVérifié Client
Catégorie : Service
Excellent Service Staff
The service reps are professional and helpful. They let you know what is happening while your care is in the service bay.
Recommandé
JOE K., Service and Parts Director de Hyundai of St. Augustine a répondu le 07/30/2018 06:03 AM


 Thank you for taking the time to share your service experience with us and your continued loyalty to Hyundai of St. Augustine.

It's official!  6 Times in a row!!!

Thank you to all of our wonderful guests for helping make us the #1 Hyundai Customer Satisfaction Service Center for Now the 6th  consecutive quarter!!!


Sincerely,
Service Team
Hyundai of St. Augustine
Genesis of St. Augustine
"Excellent Service from Excellent People"
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
MB
MARK BOSWELL
CC
gravatar
Charles C.
St. Augustine, FL
2015 Hyundai Santa Fe
Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5
07/29/2018
Type de service : Maintenance
client vérifiéVérifié Client
Catégorie : Service
Fast, efficient, and friendly
The service team has always been very friendly. They explain needed repairs and whether or not they need to be done urgently. The service sticks to the appointment time and my vehicle is always returned to me in a spotless condition. I am very pleased with the vehicle as well as the service.
Recommandé
JOE K., Service and Parts Director de Hyundai of St. Augustine a répondu le 07/30/2018 06:02 AM


 Thank you for sharing your kind words with us and your continued loyalty to Hyundai of St Augustine.

It's official!  6 Times in a row!!!

Thank you to all of our wonderful guests for helping make us the #1 Hyundai Customer Satisfaction Service Center for Now the 6th  consecutive quarter!!!


Sincerely,
Service Team
Hyundai of St. Augustine
Genesis of St. Augustine
"Excellent Service from Excellent People"
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
MB
MARK BOSWELL
KL
gravatar
Kay L.
Saint Augustine, FL
2015 Hyundai Veloster
Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5
07/27/2018
Type de service : Maintenance
client vérifiéVérifié Client
Catégorie : Service
Tires
I needed new low profile tires, which weren’t in stock. My tires were so bad that Hyundai gave me a car to use until the tires came in. Left the car on Saturday and my car was ready Tuesday morning, great job!!
Recommandé
JOE K., Service and Parts Director de Hyundai of St. Augustine a répondu le 07/27/2018 11:55 AM


 Thank you for taking the time to share your service experience with us. Your safety is always our #1 concern.

It's official!  6 Times in a row!!!

Thank you to all of our wonderful guests for helping make us the #1 Hyundai Customer Satisfaction Service Center for Now the 6th  consecutive quarter!!!


Sincerely,
Service Team
Hyundai of St. Augustine
Genesis of St. Augustine
"Excellent Service from Excellent People"
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
CK
gravatar
Christine K.
St. Augustine, FL
2018 Hyundai Elantra
Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5Évaluation globale 5,0/5
07/25/2018
Type de service : Repair
client vérifiéVérifié Client
Catégorie : Service
Great place
The staff is friendly, prompt and try to get it right. They let you know what the status of your vehicle throughout the service.
Recommandé
JOE K., Service and Parts Director de Hyundai of St. Augustine a répondu le 07/26/2018 09:52 AM


 We thank you for sharing your kind words and continued loyalty to Hyundai of St Augustine.

It's official!  6 Times in a row!!!

Thank you to all of our wonderful guests for helping make us the #1 Hyundai Customer Satisfaction Service Center for Now the 6th  consecutive quarter!!!


Sincerely,
Service Team
Hyundai of St. Augustine
Genesis of St. Augustine
"Excellent Service from Excellent People"
Employés avec lesquels vous avez travaillé
TO
TUNDE O'CONNOR
MB
MARK BOSWELL
Net Promoter® NPS®, NPS Prism® et les émoticônes associées au NPS sont des marques déposées de Bain & Company, Inc., Satmetrix Systems, Inc. et Fred Reichheld. Net Promoter Score™ et Net Promoter System™ sont des marques de service de Bain & Company, Inc. et Fred Reichheld.
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