Genesis Of Mesquite

First I wanted to thank you for just taking the time to complete our survey. I am truly sorry we were not able to provide you with a Five Star Service visit, for this is our only passing grade. Your review is a direct reflection on your service advisor, and the service they provided to you. Your feedback is very important to me, for this is how I explain to your advisor why the score they received from you is failing. Your advisor literally depends on you receiving a Five Star Service experience for their job, and is used for their compensation. We will be assigning your failing grade directly to your advisor. We strive to provide each and every customer with a Five Star Service Experience, and I will be pulling your repair order today and sitting down directly with your advisor to determine where we failed you. Your business, and your satisfaction is very important to us and we will do everything we can to ensure your Service experience is the best we can provide. I have read your review and your comments will never go upon a deaf ear. I read each and every review and will respond to you directly. Your 3 Star rating is very concerning to us and I will be addressing your concerns myself. If you would like to discuss directly with me your review, or your experience with us please use the information provided below. We will strive to provide you with a Five Star service visit each and every time you come in for service. I understand your frustration with the Texas Laws enacted this year for the credit card fees, now being able to be charged to the customer as of 1/1/2020. Most states allow these charges and Texas enacted the law this year. Please do not let this interfere with the ratings you provide your advisor for the service they provided to you, for your review is your advisors review and not for the dealership or finance charges to use a credit card for repairs. You will always be able to use Debit, Cash, or Check and avoid these charges. I also want to address the distance between chairs in our waiting area. We allow our customers to practice safe distancing at their discretion, and allow chairs to be placed together for groups or families that may be waiting. We also have ample seating around the dealership, outside, or on our sales floor for those that do not feel comfortable in our waiting area. We also offer, free of charge, pick up and drop off service were you no longer even have to visit our service department, we can pick up your vehicle at your home or business, service your vehicle and bring it back to you. We will also offer free shuttle rides to anyone not wising to wait while repairs are completed. I just want you to know all of us here are looking forward to helping you with any of your vehicle needs.

Nathan Myers
Clay Cooley Hyundai Of Mesquite
Service & Parts Director Hyundai/Genesis
(972) 402-6335
nmyers@comeseeclay.com

First I would like to say I am sorry you do not feel you received a positive service Experience. I read each and every review and respond to them directly. Your advisors literally depend on you receiving a positive 5 star experience not only for their paychecks but their Jobs. They literally depend on them to be employed. I remember helping you myself as well, and all the issues you are having with your vehicle. Your dissatisfaction was more than obvious while you have been here.  I am sorry the process takes a while for certifying technicians to work on our specialty line of vehicles, and it did not work in your time expected. We use this training time to make sure our technicians have the training necessary to properly repair the makes and models. We do have another location available for our Genesis customers during this transition time that I understand you no longer wish to visit as well. I personally took over your repairs and did everything I could to make you happy, and I am sorry I have failed to do that. I also understand your frustrations seeing a service advisor outside on our service drive speaking to someone else without their mask and I addressed that concern for you as well immediately. Your parts were ordered by me and I have confirmed all the items you need to preform your repairs, when you had time to return and give our technician the time they needed. No one here is interested in blowing smoke on you anywhere. I know we have not done a good job in pleasing you at any of our facilities yet however all of us will still continue to try and make you happy at either of our locations. I will not give up on trying to please you. Ill make sure to reach out to you whenever we have parts available and we have the time to schedule into our facility for the repair. Thank you again for understanding the importance of your survey and I hope that we will soon be able to get together and resolve the issues you are having. It is my goal to provide you with the service you deserve and hopefully allow us to see if we can turn this visit into a more enjoyable experience, enough to where we hope you may wish to consider a rescore to your survey to a more positive outcome. Let me know if there is something else we can do for you. If you would like to speak to me directly please use the contact information below. 

Nathan Myers
Clay Cooley Hyundai Of Mesquite
Service & Parts Director Hyundai/Genesis
(972) 402-6335
nmyers@comeseeclay.com

I wanted to again just thank you for allowing me the opportunity to make things right. Your concerns are valid and I know, after our talk, you know we really do take to heart how our customers feel and how they feel about our Dealership. I will continue to do everything I can to accommodate our customers needs. I understand and preach to my team everyday that if we do not take care of our customers, someone else will. You and our other customers are the reason why we get to come to work each day. There are times we will make a mistake, but what I will always do is own our mistakes, and do what it takes to be better. Your feedback is always important, for this is how we improve. Thanks again for trusting us, and as always all of us here look forward to helping you with any of your vehicle needs.

Nathan Myers
Clay Cooley Hyundai Of Mesquite
Service & Parts Director Hyundai/Genesis
(972) 402-6335
nmyers@comeseeclay.com