DealerRater Panel

Private Responses to Negative Reviews

Private Responses to Negative Reviews


Dear (Username),

We are disappointed to read that your recent experience was not satisfactory. It appears as though we mishandled your situation, and for this we apologize. We do not want anyone to leave our dealership believing we have not make every effort to earn their business. At (dealer name), our focus is to provide consumers with excellent customer service. You may contact me anytime to voice any additional concerns.

Sincerely,

(contact name)

(title)

(phone #)

__________________________________________________________________________________________________________________________________________________________

Dear (Username),

Thank you for taking the time to share your comments and feelings about our dealership on DealerRater.com. Even though your comments did not shine a positive light on our dealership, it is helpful to us in finding out where some of our weaknesses lie, whether in our personnel or our processes. We apologize for your experience and we appreciate your feedback. We hope for a future opportunity to make this right for you. You may contact me anytime to voice your concerns.

Sincerely,

(contact name)

(title)

(phone #)

________________________________________________________________________________________________________________________________________________________________________________

Dear (Username),

On behalf of (Dealer Name), I would like to apologize for your frustrating experience with our (service/sales) department. The situation you’ve described is not typical for our dealership, and your feedback has been taken into serious consideration. Your business is very important to us and we’d like to regain your trust. If you are open to discussing this issue in further detail, please contact me at your earliest convenience so we can work towards a resolution. Thank you for alerting me to this issue and I look forward to speaking with you soon.

Sincerely,

(contact name)

(title)

(phone #)

________________________________________________________________________________________________________________________________________________________________________________

Dear (Username),

(Dealer Name) participates in the DealerRater Certified Dealer program. We are committed to providing high quality customer service, but based on your DealerRater review, you did not share that experience. This is very disappointing to us, and through this program we have the opportunity to work with you to resolve any issues with our dealership. You can reach our (sales/service) department at ___________, or if you provide additional contact information we will try to contact you during business hours. Thank you for taking the time to provide feedback and we hope to resolve this for your in a timely manner.

Sincerely,

(contact name)

(title)

(phone #)

________________________________________________________________________________________________________________________________________________________________________________

Dear (Username),

Thank you for bringing this to our attention. We are concerned about your comments and would like to get in touch with you to discuss this matter further. At (dealer name), we take customer reviews very seriously. Please contact me, ____________ (title) (phone). We look forward to working together with you to come up with a solution.

Sincerely,

(contact name)

(title)

(phone #)

________________________________________________________________________________________________________________________________________________________________________________

Dear (Username),

My name is __________, (title) at (dealer name). I’m very sorry to hear about your recent (sales/service) visit. If you could please give me a call at (phone #), I would like to see if I can offer some assistance with the _____________ issue. I look forward to hearing from you soon.

Sincerely,

(contact name)

(title)

(phone #)

________________________________________________________________________________________________________________________________________________________________________________

Dear (Username),

We are sorry to hear that you had a less than excellent experience in our (sales/service) department. Each of our customers is a valued part of our operation and should be treated as such. Your experience is not normal practice for us and we apologize that you did not receive the level of service you expected. We would appreciate the opportunity to speak with you regarding your experience. Please contact me at your earliest convenience as I would like to discuss your experience with you in further detail.

Sincerely,

(contact name)

(title)

(phone #)

________________________________________________________________________________________________________________________________________________________________________________

(private response to ask more details about the visit, when the review seems unfamiliar)

Dear (Username),

I would like to first personally thank you for your business, and also apologize that you did not have a fully satisfactory experience at our dealership. In order to look into this issue, can you please provide me some details about your visit such as your name, and date of purchase or visit? I am here to help and hopefully to provide a resolution.

Respectfully,

(contact name)

(title)

(phone #)

________________________________________________________________________________________________________________________________________________________________________________

(private response offers a complimentary oil change & detail – could also be a discount, gift/gas card, etc)

Dear (Username),

My name is (contact name) and I am the (title) here at (dealership). I would like to invite you to call me so I may personally handle your vehicle concerns, and make sure your experience lives up to the standards we have set here. I would also like to offer a free oil change and vehicle detail at a later date of your choice. Please call me directly to set up a time to make this right for you. Once again, I am sorry you had an unsatisfactory experience, and thank you for any opportunity you would allow me to make it right!

Respectfully,

(contact name)

(title)

(phone #)

________________________________________________________________________________________________________________________________________________________________________________

(responding to an older negative review on your review page)

Dear (Username),

Thank you for taking the time to provide feedback regarding your experience here at (dealership). Since your review was posted we have made significant changes to our business and staff. We are asking if you will give us the opportunity to make this up to you for service needs, or when you are in the market for a new car. Please contact me directly and I can assure you that we will provide a positive experience.

Sincerely,

(contact name)

(title)

(phone #)

________________________________________________________________________________________________________________________________________________________________________________













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