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Businiess name:
Rick Case Hyundai
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Review by:
citysearch c.
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Review content:
I have never experienced a dealership i loved to go - until i discovered Rick Case. So that explains my disappointment on what happened this Monday. On Friday I brought in my elantra because a tire had to be replaced. I received the car and drove home, happy. On Sunday i noticed that the failed tire was still there - and that a different (not bad) tire had been replaced instead! I made arrangements in my complicated Monday schedule to go early and have the problem corrected. As i arrived and explained the situation, the person said We will see what we can do.
? Then he came back after 30 min and said I will have to talk to the manager.
After 45 min he passed and said ah yes, they are looking for a tire.
After one hour i went into the office and asked what was the situation, since i had a meeting at 10 that i wouldn't be able to change. One person said we don't know how long it will take. The manager is looking for a tire. - But i need to know approx how long- i insisted. I don't know, he said. I asked: the full day? I don't know. So i replied: but i cannot stay the whole day!
Then you leave and we will call you when we have a tire and you can come back.
A colleague standing by and watching my frustration said : it shouldn't take too long.
I went inside and continued waiting. After 30 min I was told that they found the tire and would change it. It was getting close to the time i had to leave. At 9 35 I stepped into the Manager's office, saying I think you have been workingon my tire...
Yes, he answered, they are changing it.
But i need to leave in 10 min!
I didn't know that he said, and got up to let the workers know.
He came back, indicating the car was ready, and gave me the papers.
I left.
In all our interactions, not one single person said Oh i'm sorry for the mistake! we don't know what happened, we're sorry you had to come again. Don't worry we will fix it for you quickly.
THAT was the most important thing for me, and that was missing.
I reflected on the superior service i received all the times before, and only one explanation comes to my mind: your staff is so focused on excellence, that they have a zero tolerance for their own mistakes, and cannot recognize them, rather try to ignore them.
A little gesture goes however a long way. i didn't feel anyone really cared, and that i was a disturbance, not a person coming back because of a mistake that was made.
nothing wrong with mistakes, if we are humble and recognize them.
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