Overview

Overall Rating 4.12/5Overall Rating 4.12/5Overall Rating 4.12/5Overall Rating 4.12/5rating 4.12

1108 Reviews

ReScore Reviews™ (31)

ReScore
Overall Rating 4.16129/5Overall Rating 4.16129/5Overall Rating 4.16129/5Overall Rating 4.16129/5rating 4.16129
Original
Overall Rating 2.22581/5Overall Rating 2.22581/5rating 2.22581rating 2.22581rating 2.22581
79% Would Recommend
100% Business Response
Latest Review 5 days ago

Reviews


JH
Joan H.
Saint Louis, MO
2013 Hyundai Veloster
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
08/16/2019 Category: Service
Satisfied
Napleton was willing to apologize for the things that disappointed me and offered me some perks for my troubles, for that reason I decided to give them a second chance.

Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
08/16/2019 Category: Service
Disappointed
Rather not tell the whole world about my experience. I explained everything in the survey and gave suggestions.
BRANDY L B. from Napleton Hyundai responded on 08/16/2019

Thank you Joan for bringing this to our attenion.  Please allow us to make this up to you as this is not the 5 Star experience that we provide to our valued customers.  


Verified Customer
Hazelwood, MO
2017 Hyundai Elantra
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
08/11/2019 Category: Service
Better than Expected
When I arrived for my Saturday appointment for a diagnostic, I was frustrated that I had to wait around 15 minutes before I was assisted. When I finally was assisted, I was told that it is hard to do diagnostics on Saturdays and started to be really frustrated. They redeemed themselves by providing me a rental until the problem could be diagnosed and fixed. The work itself was also done very well.
BRANDY L B. from Napleton Hyundai responded on 08/12/2019

Thank you for your sharing your experience.  We are pleased to hear that you were provided excellent customer service by accomodating you with a rental.  Napleton Hyundai will continue to strive to provide you with a 5 Star experience.  Thank you for trusting us to serve your automotive needs.


CH
Christina H.
Saint Peters, MO
2014 Hyundai Santa Fe Sport
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
07/18/2019 Category: Service
To whom it may concern
im Pleased with my car overall but not on the service received
BRANDY L B. from Napleton Hyundai responded on 07/19/2019

Thank You Christina for completing our survey.  We value you as our customer and will take your feedback into consideration.  We would like a chance to continue to earn your business.


TH
Trudy H.
Florissant, MO
2018 Hyundai Sonata
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
07/16/2019 Category: Service
Unsatisfied
Customers comes first, not what your doing later on tonight! Car washes include the tires!
JOHN N. from Napleton Hyundai responded on 07/17/2019

Thank you Trudy for responding. I do apologize for the unprofessional behavior of my cashiers.  I will be having a talk with my office manager.  I have also reviewed your repair order and the inspection performed.  The technician had no recommendations and all inspected items were marked green. I have also emailed to you the results.  As for the car wash we provide an exterior wash and vacuum free of charge.  The wheels do get sprayed with wheel cleaner before going through the wash but if it is not to your satisfaction please return at your convenience and we will correct immediately.  In the future if there is something that is needed additional or for us to concentrate on more closely with the wash please just let your adviser know. It will be noted and the porters will take care of it.
John Norris 
Service Manager
Napleton Hyundai


JJ
Juanika J.
Florissant, MO
2014 Hyundai Santa Fe Sport
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
07/15/2019 Category: Service
Not being honest and finding out what the real problem was while under warranty.
My warranty was to expire in 10 days. They told me that I had a break issue and that was not covered under warranty. I changed the breaks all the way around the car and the problem still exist and the warranty has expired.
JOHN N. from Napleton Hyundai responded on 07/17/2019

Thank you Juanika for bringing this matter to my attention.  The only issue seen at the time you came in was the brake pads being low.  If there is another issue or the same still please return and test drive with a technician for confirmation.  If there is an issue that is now out of warranty since it was a concern prior to its expiration Hyundai will still cover it.
John Norris
Service manager
Napleton Hyundai


Verified Customer
Saint Louis, MO
2012 Hyundai Sonata
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
07/06/2019 Category: Service
The service manager
Na
JOHN N. from Napleton Hyundai responded on 07/17/2019

Thank you for responding.  I do apologize and I talked to you when you were here.  I know you have been having issues with a few bulbs. Your headlight bulb was the opposite side that what you replaced a few months ago but we still replaced at no charge.  The issues with the brake lights that you told me about was with the previous ownership group.  I even offered to diagnose that issue at no charge but you did not return at the agreed upon time the following Monday.  I can not correct an issue with the vehicle not present and at this point with the scene you were making I think we just need to part ways and you can visit another dealer.
John Norris
Service Manager
Napleton Hyundai


AF
Ashley F.
East Saint Louis, IL
2017 Hyundai Elantra
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
07/05/2019 Category: Service
I will not be back!!
This place has horrible customer service and the person doing my paperwork make me down for NOT checking my 60,000 inspection when I told him that’s what I wanted! I told him I had already had a filter but wanted to check everything else and he did not. He got an attitude when I checked to see if my car was completed... and my car was done and my paperwork was just sitting around. I could have left the dealership awhile ago. Just unprofessional!
JOHN N. from Napleton Hyundai responded on 07/17/2019

Thank you Ashley for bringing this matter to my attention. I do apologize and I am sorry you feel that way.  I know i discussed the situation before you left and thought every thing was cleared up but apparently not.
John Norris
Service Manager
Napleton Hyundai


TG
Teri G.
St. Louis, MO
2012 Hyundai Elantra
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
07/04/2019 Category: Service
2 1/2 hour for oil change- with early appointment
2 1/2 hour for oil change- with early appointment - nothing else to say.
JOHN N. from Napleton Hyundai responded on 07/06/2019

Thank you Teri for bringing this matter to my attention.  I do apologize for the inconvenience. I would like to make it up to you by performing your next oil change free of charge, Reference this email when you come in and we will take care of it.
John Norris
Service Manager
Napleton Hyundai


MW
Marion W.
Saint Louis, MO
2014 Hyundai Santa Fe Sport
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
07/01/2019 Category: Service
Not so great since napleton took over
Service takes to long. If my auto needed something besides just and oil change .let me know and I will have it done.
JOHN N. from Napleton Hyundai responded on 07/06/2019

Thank you Marion for bringing this to my attention. I do apologize for the confusion.  I would like to make it up to you and provide your next oil change free of charge for our short comings.  Just reference this email when you arrive and we will take care of it.
John Norris
Service Manager
Napleton Hyundai


Verified Customer
East Alton, IL
2014 Hyundai Veloster
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
07/01/2019 Category: Service
Veloster repair
Bad communication. Poor AC repair.
JOHN N. from Napleton Hyundai responded on 07/03/2019

Thank you for bringing this matter to my attention.  I do apologize for the situation that we allowed to happen.  Your adviser Mark, will be contacting you to make arrangements for us to look at your a/c system again.  The compressor that we put in was provided by your warranty company and we need to recheck to make sure it is functioning the way it should. We will provide you a vehicle to drive as well while we are working on it at no charge to you.  I will also provide your next oil change free to charge for the miscommunication.  When you are due for your next oil change just reference this email and we will take care of it.
John Norris
Service Manager
Napleton Hyundai


MB
Michael B.
St. Louis, MO
2015 Hyundai Genesis
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
06/22/2019 Category: Service
Terrible service no communication
They did not look at the car on the day they said they would. They did not call to tell me that the timing had changed. When I tried to call them I could never reach anyone in the service department. Most infuriatingly, every time I called I would get shunted to a voicemail box that invited me to leave a message but didn't offer any opportunity to do so. It just kept playing the message over and over and over. My family was going on a road trip a couple of days later and there was absolutely no way for me to reach anyone in service.
JOHN N. from Napleton Hyundai responded on 06/24/2019

Thank you Michael for responding.  I do apologize for any inconvenience.
John Norris
Service Manager
Napleton Hyundai


JH
Jessica H.
Hazelwood, MO
2012 Hyundai Sonata
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
06/17/2019 Category: Service
Excellent Service
I am beyond happy every time I come here. The service is great, and I don't feel as if I'm being rushed, and not heard. All my questions were answered, and I leave knowing everything is taken care of. Thank you Napelton Hyundai for providing amazing service!
BRANDY L B. from Napleton Hyundai responded on 07/16/2019

Thank you Jessica for your feedback.  We are pleased to hear that you are continuously being provided with excellent customer service at Napleton Hyundai.  You are a valued customer and we look forward to serving all of your future automotive needs.


Verified Customer
Saint Louis, MO
2019 Hyundai Ioniq Hybr
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
06/16/2019 Category: Service
Two hours for a simple oil change
It's unacceptable waste 2 hours of a day waiting for a simple oil change.
JOHN N. from Napleton Hyundai responded on 06/19/2019

Thank you for bringing this matter to my attention.  I do apologize for any inconvenience.  If your vehicle is making a weird noise please return so we can investigate.  We will be more than happy to see what is going on.  As for your time in service, I reviewed your repair order and the opened and closed times are stamped by the computer.  Your repair order was opened at 3:27 and was closed by the cashier at 4:44. So only about 1hr and 15 min.  I know sometimes waiting in a room it can seem longer.  You also stated the restroom needed improvement, can you please provide some feedback for this concern.  I can be reached at john.norris@napleton.com. I would like to get to the bottom of your dissatisfaction so I can correct any issues in our procedures.
John Norris
Service Manager
Napleton Hyundai


MM
Michael M.
Saint Charles, MO
2013 Hyundai Santa Fe S
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
06/13/2019 Category: Service
Customer service
Work on customer service
JOHN N. from Napleton Hyundai responded on 06/24/2019

Thank you Michael for responding.  I do apologize for the inconvenience.  I do also want to apologize for my staff. This should not have happened and I have talked with all appropriate parties involved.  The score that you provided is your advisers, Mark, report card with Hyundai.  If he did a good job for you he would appreciate a rescore for his efforts. If you can not please let me know any other areas of improvement so they can also be corrected.  I can be reached at john.norris@napleton.com
John Norris
Service Manager
Napleton Hyundai


Verified Customer
Saint Louis, MO
2018 Hyundai Tucson
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
06/11/2019 Category: Service
Four hours of wait for vehicle!
I usually come in on Mondays, but off days has been changed to weekends. I never thought I would be dealership for 4 hours for scheduled oil change and the added cabin filter and engine filters.

Maybe, I should have checked on my vehicle!
BRANDY L B. from Napleton Hyundai responded on 07/16/2019

Thank you for your feedback.  We value you and your time as our customer at Napleton Hyundai.  We look forward to providing a 5 Star service on your next visit with our car care express.


CM
Christine M.
Florissant, MO
2017 Hyundai Tucson
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
06/11/2019 Category: Service
??
??
JOHN N. from Napleton Hyundai responded on 06/12/2019

Thank you Christine for bringing this matter to my attention,  I do apologize for the inconvenience.  Although it is no excuse we have been having some phone issues with a couple phones in our service drive not accepting calls.  I would like to make it up to you by performing your next oil change free of charge.  Just reference this email when you arrive and we will take care of it. Once again I am truly sorry for the miscommunication.
John Norris
Service Manager
Napleton Hyundai


KE
Kathy E.
Florissant, MO
2010 Hyundai Sonata
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
06/08/2019 Category: Service
Service is over priced.
I've been a customer with Hyundai since 2011. Unfortunately because of the higher prices currently, I will no longer do my business there
JOHN N. from Napleton Hyundai responded on 06/12/2019

Thank you Kathy for bringing this matter to my attention.  I do apologize if you feel our diagnostic fee is too high.  We do shop other dealers in the area and we are in the same range.  I am sure some independent shops may come in less but unfortunately they do not have as high of equipment and training costs the dealerships do. All that is in consideration when coming up with a fair price to charge a customer.
John Norris
Service Manager
Napleton Hyundai


Verified Customer
Saint Louis, MO
2011 Hyundai Genesis
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
06/06/2019 Category: Service
Staff turnover ! What's wrong you can't keep staff.
New faces appear each time I come since the Napleton takeover from Mungestnest . Mike Odle is a welcomed familiar face and service person
BRANDY L B. from Napleton Hyundai responded on 07/16/2019

Thank you for your feedback.  We value you as our customer and we are pleased that our staff provided you with an excellent experience.  At Napleton Hyundai, we are look  forward to serving all of your future automotive needs.


DH
David H.
Florissant, MO
2017 Hyundai Elantra
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
06/06/2019 Category: Service
Serivce yes sales no
Service ok sales a no
BRANDY L B. from Napleton Hyundai responded on 07/16/2019

Thank you David for your feedback.  At Napleton Hyundai, we value you as our customer and we look forward to continuing to provide a 5 Star experience on your next visit.


MR
Mark R.
Brighton, IL
2013 Hyundai Santa Fe S
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
05/21/2019 Category: Service
Great Service
The service department is Great But the cheep ol plastic actuators that Hyundai uses on the doors are JUNK!!!!! I don't think I want to go thru this again.... So I'll probably wont be buying any more Hyundai's.....POOR Quality. Good thing I Bought the EXTENED WARRANTY Because they don't cover them...….LOL. LIVE and LEARN.
Emily G., Customer Relations Director from Napleton Hyundai responded on 05/24/2019

Thank you for your feedback! I am happy to hear we are taking good care of you, but I apologize you aren't in love with your car! Please let me know if there is anything I can do for you!

Emily Garrison
Customer Relations Director
Napleton Hazelwood Hyundai
C: 314-600-2080
E: egarrison@napleton.com