Derek Duncan | Page 26

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

Holm Buick GMC responded

Thank you for your feedback. We apologize for any issues you experienced with sales communication. We're addressing this internally with our sales team. Regarding the service visit, we acknowledge the missing piece of the air cleaner seal wasn't explicitly pointed out, though a filter replacement had been previously recommended and declined. We are reinforcing with our technicians the need for clearer communication. We value all customers and strive to provide professional service, regardless of purchase history or service preferences. We appreciate your business and thank you again for bringing the concerns to our attention. Sincerely, the Holm Automotive Team of Salina

Holm Buick GMC responded

Thank you for your feedback! We're happy to hear you received excellent service and that your questions were answered to your satisfaction. Our team strives to be friendly, professional, and knowledgeable, reflecting our commitment to Customer Care and Professional Growth. We appreciate you taking the time to share your experience. Sincerely, the Holm Automotive Team of Salina

Holm Buick GMC responded

Thank you for the positive feedback! We're glad we could efficiently and helpfully address your vehicle's problem while working with your warranty. Providing efficient service, friendly assistance, and navigating warranty processes smoothly are all part of our commitment to Customer Care and Industriousness. We strive to meet the demands of our clients’ lives through their vehicles, as stated in our mission. We're happy we could resolve your issue and look forward to serving you again. Sincerely, the Holm Automotive Team of Salina