Garlyn Shelton Hyundai's Reviews

3.8

(105 Reviews)

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REBECCA W.

College Station, TX

2011 Hyundai Sonata

11/05/2015

Service Type: Repair

Verified Customer

Category: Service

I was completely taken advantage of, lied to, and treated as if I was of zero priority. I would not wish that any customer should have to endure the experience that I did.

I will start off by saying that I am not one to complain. I am a patient, understanding, and rational person. In fact, this is the first time I have ever felt so taken advantage of that I feel it is my duty to write a review. I couldn't figure out how to give 0 stars so I put 1. The reason I brought my 2011 Hyundai Sonata to the Hyundai dealership is not just because one would assume that is the most logical and reasonable place to bring your brand car to it's brand dealership. I had gotten my engine rebuilt at this dealership due to an internal gasket leak (thankfully still under warranty). A while later, I noticed some issues with the car by how it was driving. I was in Houston and took my car to the dealership my parents used, obviously not wanting to drive back to College Station/Bryan area creating any potential further damage. The qualified technicians that looked at my car found that there were motor mounts missing. This was not because they had fallen off, this was because they were never put on in the first place. Garlyn Shelton Hyundai was contacted and gave me heat for not bringing the car to them for inspection. This issue was seen as a workmanship error on Garlyn Shelton's part and they had to compensate the charges that it cost to fix their error. So, a few months later when I noticed an issue with how my gears were shifting, I took my car to Garlyn Shelton Hyundai to avoid any problems that may occur as they had previously. This was where I made my mistake. If the service advisers had provided accurate and true information regarding the status of my car and when the work would actually be completed, rather than giving false guarantees assuming it would be what I would want to hear, then I could have respected that. Unfortunately, this was not the case. My calls were never returned, it took over a week to run diagnostics when I was told it would take 3 days, I made a total of 9 trips to the dealership in order to find the status of my car over the entire month+ it remained there. I was promised a loaner car and never received one, resulting in my insurance having to pay for a rental the entire month+ my car was "undergoing maintenance". I gave approval for the repairs to be made, however, they claimed they never received this approval until 4 days after I had given it. I was told the parts were ordered and received, however, 3 days later when I went to check on the status, I was told the parts had just been received that day. I later found that they ordered some of the wrong parts (transmission mounts) and it would take another 5 days to receive and repair the car. A week and a half later, on the day I finally got my car back, I was told I would be able to drive out of the dealership at 1:30pm which the service adviser, Jake, confirmed with me (twice) which in retrospect I should have known better that their word was 9 times out of 10 not credible. I drove out at 3pm which caused me to miss one of my classes. I am a 23 year old female who attends A&M and I honestly feel that I got taken complete advantage of. I was clearly not a priority and was constantly lied to and given false guarantees regarding my car, it's status, and when the work was to be completed. I spoke with the service manager, Joey, about my frustrations and he genuinely expressed concern and apologized, unfortunately, it was too late. I understood that at this point, complaining really changed nothing besides bringing to his attention the complete lack of organization and professionalism I experienced. I plan on contacting Hyundai's regional manager to recount my unfortunate experience. I hope no other customer has to endure the experience I did.

Not Recommended

Joey G. from Garlyn Shelton Hyundai responded on 11/06/2015 09:25 AM

An unfortunate issue to be sure, but the fact that it was impact damage caused after the repair at the other facility and insurance had to be involved was the main contributing factor for delays, and the reason they covered the rental as well. I apologize for any and all delays we may have been responsible for as we worked your car in for the repairs needed, but as we explained when it was dropped off with us, we were booked for appointments and we would do our best to be accomodating and helpful in your time of need. Please reach out to me if there is anything we can do to rectify this situation or to help you out in the future.

Joey Gyug
Service director
Garlyn Shelton Imports
979-776-7600
jgyug@garlynshelton.com

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