Derek Duncan | Page 23

Holm Buick GMC responded

Greetings Barb! Thank you for your wonderful feedback about Ethan! We're delighted to hear that he consistently provides excellent service and support. At Holm Automotive Center, we value professional growth and encourage our team members to excel in their roles. It sounds like Ethan truly embodies these values, and we appreciate your recognition of his hard work and dedication. We will be sure to share your compliments with him. Sincerely, the Holm Automotive Team of Salina

Holm Buick GMC responded

Thank you for your excellent feedback! We're pleased to hear you had a great experience at our dealership and appreciated our quick, quality service. At Holm Automotive Center, we prioritize transparency and honesty in all our interactions. We believe in providing value and quality without pressurin g our customers to purchase unnecessary services or changing agreed-upon prices. This reflects our commitment to trustworthiness and fairness. We appreciate you recognizing our efforts. Sincerely, the Holm Automotive Team of Salina

Holm Buick GMC responded

We appreciate you bringing this to our attention and for recognizing Lucas's efforts to resolve the issue with your Buick's brakes. We understand how frustrating and embarrassing a persistent noise like that can be. At Holm Automotive Center, we stand behind the quality of our service and are committed to making things right for our customers. This situation highlights our core values of Customer Care and Determination. We appreciate your continued trust in our service department and are confident that Lucas will find a satisfactory solution for you. Sincerely, the Holm Automotive Team of Salina

Holm Buick GMC responded

Thank you for your excellent feedback! We're pleased to hear you found our team customer-oriented and knowledgeable. At Holm Automotive Center, we prioritize clear communication and transparency throughout the service process. Keeping our customers informed of our findings and completing work as estimated is a key part of our commitment to customer care and trustworthiness. We appreciate you recognizing our efforts. Sincerely, the Holm Automotive Team of Salina

Holm Buick GMC responded

Thank you for your feedback and suggestion. We appreciate you recognizing our team's dedication to reaching out and helping our customers. We also value your insight regarding the extra touches like vacuuming and window cleaning, which you offered at your co-op service station. We understand the positive impact such services can have on customer experience. While we currently focus on providing efficient and quality automotive service, we appreciate you sharing your perspective and will certainly take your suggestion into consideration as we continually evaluate ways to enhance our customer experience. This aligns with our core value of Professional Growth as we are always looking for ways to improve. Sincerely, the Holm Automotive Team of Salina

Holm Buick GMC responded

We appreciate you taking the time to share your feedback. We understand your frustration regarding the billing for the HVAC actuator replacement on your wife's 2013 Cadillac. We want to assure you that our intention is never to be dishonest or unfair with our customers. We understand there was a discrepancy between our standard door rate and the rate reflected in the final bill. We want to clarify that we utilize a labor grid system, which means our labor rates are adjusted based on the specific complexity and difficulty of each job. This allows us to accurately reflect the time and expertise required for different repairs. The initial quote you received was based on this labor grid and accurately reflected the final cost of the repair. We understand that this explanation may differ from expectations based on standard door rates, and we apologize for any confusion this may have caused. We are committed to transparency and are taking steps to ensure our team can clearly explain our pricing structure to avoid similar misunderstandings in the future. We value your business and appreciate the opportunity to clarify this matter. Sincerely, the Holm Automotive Team of Salina

Holm Buick GMC responded

Thank you for your feedback! We're pleased to hear we consistently meet your needs by providing timely service on your vehicles. Our team is dedicated to Industriousness and efficient service, ensuring we get you back on the road as quickly as possible without compromising quality. We value your business and appreciate you taking the time to share your experience. Sincerely, the Holm Automotive Team of Salina

Holm Buick GMC responded

We appreciate you bringing this to our attention. We sincerely apologize for the confusion and frustration caused by the automated mailer regarding free oil changes. We understand you received a card indicating you were entitled to four free oil changes with your truck purchase, and we regret that this information was incorrect. We acknowledge that this was a mistake on our part, and we take full responsibility for the miscommunication. While the mailer was sent in error, we value your business and understand the importance of honoring our commitments. We agree that the situation could have been handled more effectively. We would like to make things right. Our service manager will be contacting you directly to offer a refund for the oil change you paid for, or if you prefer, we would be happy to provide a complimentary oil change at your convenience. We value your business and want to ensure you have a positive experience with Holm Automotive. Sincerely, the Holm Automotive Team of Salina

Holm Buick GMC responded

We're delighted to hear your service was on time and that you found our employees courteous and professional. Providing exceptional Customer Care and maintaining a professional environment are top priorities for our team. We're also glad you enjoyed the ice scraper! It's our way of showing our appreciation for your business. Thank you for your feedback. Sincerely, the Holm Automotive Team of Salina

Holm Buick GMC responded

We appreciate your kind words about our customer service and are especially pleased to hear about Clark Fritz's helpfulness in our parts department. Going the extra mile to keep vehicles on the road, especially classic ones like your GMC Sonoma, reflects our values of Industriousness and Concern for Others. We strive to provide the best possible service to all our customers. We're glad Fritz could assist you and hope to have the opportunity to serve you further in the future. Sincerely, the Holm Automotive Team of Salina