I’m not a review writer, but I’m taking the time to warn - Dustin King
I’m not a review writer, but I’m taking the time to warn anyone who considers using the service department at this dealership. My wife has a trim piece on her Hyundai Palisade that came loose. The first service advisor she spoke with scheduled an appointment for July 9 for her to bring the car in. When she got there they had not yet gotten the part in stock so she had to reschedule for July 30. When she showed up for her second appointment, the part was in stock but had not been painted. She had to reschedule again. She brought her car back on Saturday, August 13. The part had still not been painted. The service advisor promised her that the trim piece would be picked up and painted Monday and be back at the dealership ready to go on Wednesday, so they rescheduled her again for Saturday, August 20. I took the day off work today to drop her off and to make sure everything went smoothly. I spoke to the service advisor, Cheyanna, and explained the situation and how frustrated we were having to bring the car in for a fourth time. She called the parts manager and assured us the part was in stock and the car would be done within a couple of hours. Within 30 minutes of dropping the car off Cheyanna called my wife to tell her the part STILL was not ready and we would have to reschedule for a FIFTH time. I asked her to have her manager call me. Victor, the service manager, called a while later while we were on our way to pick up the car. My wife was explaining the situation to Victor while he continued to speak over her. Victor proceeded to tell my wife that she had never brought her car in for this repair, only to have her oil changed. Victor offered a tank of gas for our trouble. I told him I wanted her car detailed as well since this would be the fifth time we would have to visit his dealership. Victor then said that a detail would cost him $200 and it was unreasonable for me to ask for that. We asked to speak to Victor face to face when he arrived. Victor told us he was leaving because he doesn’t work on Saturdays. We asked him to wait ten minutes until we got there. When we arrived Victor would not let my wife speak. Every time she tried to explain that she was in today for the fourth time and the car still wasn’t fixed he would just speak over her telling her he didn’t have a record of her coming in the previous three times. He also said “we couldn’t go into Walmart to demand things if we aren’t happy” in regards to getting the car detailed. I finally jumped in and told him to stop interrupting my wife and that she has email confirmation of every appointment that had been scheduled previously. My wife explained what an inconvenience it is to have to either find a sitter for three small children (4, 3, and 7 months) or have to drag them down to the Hyundai dealership with her. Victor again spoke over her to tell her that he has three kids, too. Yeah, but he isn’t dragging them down to the dealership every other weekend.
I cannot explain how furious I am. My wife informed Victor that the next time we pick up our car from the dealership would be the last time we set foot there. The level of incompetence and poor customer service that it’s taken to get me worked up enough to write this review cannot be understated. To Victor’s credit, he did agree to have the car picked up at our home and brought back so my wife wouldn’t have to pack three kids up again to drive all the way to Surprise.
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