Overview

Overall Rating 4.66/5Overall Rating 4.66/5Overall Rating 4.66/5Overall Rating 4.66/5rating 4.66

1315 Reviews

ReScore Reviews™ (9)

ReScore
Overall Rating 4.6666667/5Overall Rating 4.6666667/5Overall Rating 4.6666667/5Overall Rating 4.6666667/5rating 4.6666667
Original
Overall Rating 2.55556/5Overall Rating 2.55556/5rating 2.55556rating 2.55556rating 2.55556
93% Would Recommend
100% Business Response
Latest Review about 12 hours ago

Reviews


DH
David H.
Tolono, IL
2016 Hyundai Tucson
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
04/25/2019 Category: Service
Poor service dept
Would never recommend to anyone.
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 04/26/2019

I am sorry to see that we did not meet your expectations.  When performing an oil change, tire rotation, and multi-point inspection it generally is 45 minutes to and hour with an appointment.  Our staff generally will does a good job of letting customers know if it is going to take longer.  It sounds like maybe we did not inform you upfront about it.  If there is anything I can do for you please let me know.


EW
Elizabeth W.
Mahomet, IL
2013 Hyundai Sonata
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
04/08/2019 Category: Service
UNPROFESSIONAL
Will not return. The service rep Doug was awful to work with and was very argumentative & disrespectful.
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 04/08/2019

I am so sorry to see that we did not earn a 5 star review, it sounds like you were treated very poorly.  We have mutliple service consultants that can work with you.  Doug does many of our Hyundai vehicles, however we have 4 other advisors with experience in Hyundai that would be more than happy to work with you.  When scheduling or coming in for service just ask for Carel, Olivia, Sabreena, or Jeremy.  Any of them would be more than happy to help.  Looking through your service history you have been a loyal customer, the last thing we want is to lose you.  I will send you a free oil change voucher for your next service on me.  Please see any one of our other advisors and i will make sure that they take good care of you.  Just be sure when you come in to let them know who you would like to work with.  Hyundai is going to send you another survey to rescore us and  asking if we were able resolve your concern.  While i cannot undo the past, I can change your furture visists with someone else.  I would really appreciate if you can rescore us with 5 stars but i understand if you cannot.  These reviews are our report card to Hyundai and impact us all personally.  If there is anyhting that I can differently to earn a 5 star from your last review please let me know.  jberbaum@napleton.com or call me at 217-365-0567


Verified Customer
Paxton, IL
2018 Hyundai Elantra
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
02/03/2019 Category: Service
Great service but over priced for the services
They tried to charge me $45 for a cabin filter and I'm sure they would have charged me more money for labor. I bought my own cabin filter for $27 and replaced it myself in less then 5 mins. They can do my free oil changes and that's about it. If they lower their prices then I'll do business with them. $124.99 they want for a front end alignment. I have an appointment with a certified mechanic to have the same work done for $65. They are over charging their customers.
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 02/04/2019

Our cabin filter price is $45 installed so that does include labor.  All of our parts we use are factory OEM parts so in many cases we are more expensive.  We appreciate your business.


Verified Customer
Champaign, IL
2018 Hyundai Elantra Gt
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
01/23/2019 Category: Service
Price of Service
I wasnt expecting the price of a maintenance to be so steep otherwise I would have went elsewhere. Definitely not going back without a coupon.
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 01/23/2019

Thank you for your review and comments.We do use the factory filters when we perform our services and that can sometimes be a bit more than the Jiffy Lubes etc that use non Hyundai parts.  We do have coupons for various service items on our website that are always available . We appreciate your business and hope to see you for your next service!


CG
Cynthia G.
Champaign, IL
2018 Hyundai Elantra
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
01/13/2019 Category: Service
Surprised
Too much redundancy. I may not come back.
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 01/14/2019

My apologies Cynthia for your last service visit.  The staff should have been better prepared and explained the coupon better.  I will speak with all of the advisors to make sure they are explaining this to everyone more clearly.


Verified Customer
Arcola, IL
2013 Hyundai Sonata
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
01/10/2019 Category: Service
Not a 3 star service not an warm experience.
it was a cold rather than warm and welcoming experience. I did not give this 3 stars it automatically added it to its own survey
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 01/10/2019

My apologies that your experience did not go well- please feel free to contact me directly and we can work to resolve the issue.
Josh Berbaum
Service Director
Napleton Auto Park of Urbana
(217)365-0567


LB
Laurie B.
Urbana, IL
2015 Hyundai Tucson
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
01/08/2019 Category: Service
Several issues
I thought I already did this on the last screen? I don't have time to type it all again.
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 01/11/2019

My apologies for the issues with your service.  We have mutliple advisors that can help with your Hyundai service.  If Doug is not a good fit for you, we have Jeremy Jackson and Olivian Hendershot that can also service your Hyundai.  As for the prepaid maintenance, it can be used for up to 1 year past expiration.  If at that time you still have unredeemed services we will take care of those here at the dealership, no problem.  


PG
Paul G.
Urbana, IL
2011 Hyundai Sonata
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
01/06/2019 Category: Service
Could have been better
I usually don't do reviews but, I feel this one is necessary. Other than tire repairs and oil changes on my Hyundai, I do all the repair work. That being said, I took my Hyundai in to get a few recalls and service campaigns taken care of. Service was pretty quick especially for being done on New Year's Eve. Service advisor Doug Vandenburgh was very friendly.

Where the problem lies is that the technician had said that the cabin filter was pretty dirty and needed replacement. I replaced that filter on December 22. I declined to have it replaced but did decide to check it after I picked the car up, just to make sure that it didn't get filled up with junk as the old one was extremely dirty. It Looked brand new. I took a picture of it. The technician also made a note that my wipers were streaky and should be replaced. Again those are only a couple weeks old. Again I declined replacement.

I have been working on or around cars my entire life and up until the last five year's I have worked in the automotive industry. I don't appreciate a technician who tries to sell me parts that I don't need and this is one of the very reasons I don't pay anyone to work on my vehicles. After this, I will probably take my car somewhere else for recall work or to trade in when the time comes.
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 01/07/2019

Thank you for taking the time to post your review . I appreciate your comments and will review this situaution with my staff. Should your have any other concerns please contact me directly.
Josh Berbaum
Service Director 
Napleton's Auto Park of Urbana
(217) 365-0567


WS
Wendy S.
Champaign, IL
2013 Hyundai Tucson
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
01/02/2019 Category: Service
Rude people and work incomplete.
When switched from O'brien's to Napleton's, they didnt offer the same services and when we complained they threatened to void our entire warranty that we paid over $2300 for! Unacceptable! I took it in today for warranty work and the issue with my back window was not resolved. Now I have to take it back, which is another issue.
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 01/03/2019

Sorry Wendy for the issues on the car.  I have the switch that you need ordered and we will get that fixed for you as soon as it comes in.  Thank you for taking the time to talk to me today.

WILLIAM J B. from Napleton's Hyundai of Urbana responded on 01/10/2019

Good Morning..hope all is well with the window switch- if not please let me know. If all is well, please take a moment and rescore your service experience = we would truly appreciate your feedback! 


CN
Carter N.
Savoy, IL
2013 Hyundai Elantra
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
12/26/2018 Category: Service
My thoughts
When you are told that a service is going to take an hour and it takes more than that, being told why and how much longer would make my experience at par.
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 12/28/2018

Carter, it was great talking with you on the phone.  Sorry your last two visits were not good ones.  I will talk with the advisor as you and i talked about and remind them of the importance of time updates.  The cards are in the mail and heading your way, if you do not get them call me at 217-365-0567.


Verified Customer
Champaign, IL
2012 Hyundai Sonata
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
12/10/2018 Category: Service
Too pricey
They did a great job, but the service was too expensive for me.
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 12/10/2018

Thank you for your review- we appreciate your business. 


Verified Customer
Urbana, IL
2015 Hyundai Santa Fe S
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
11/29/2018 Category: Service
Service advisor
Wish they would take no for a answer when you tell them you don't want additional services done. Doug the service advisor not happy when I told him.
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 11/29/2018

Thank you for taking the time to complete your survey. We apologize that you felt pressurred to do additional service on your vehicle. Our job is to make sure your vehicle performs at it's best and to make sure you are advised of what is recommended. Should you have any additional concerns or questions please contact me.
Josh Berbaum
Service Director
(217)365-0567


MS
Matthew S.
Champaign, IL
2013 Hyundai Elantra
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
11/24/2018 Category: Service
Slow
Service took over twice as long as it should And price seems high
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 11/26/2018

Thank you for your review and your comments. We apologize that the service took longer than you expected. We do appreciate your business!


JC
Jan C.
Rantoul, IL
2016 Hyundai Tucson
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
11/10/2018 Category: Service
Good people, great service
Good people, great service
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 11/12/2018

Thank you for the great review! We appreciate your business!


DW
Danette W.
Champaign, IL
2010 Hyundai Veracruz
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
11/07/2018 Category: Service
Service Repairs
My vehicle is still having issues after paying over a thousand dollars and almost 2 weeks in the shop. There were issues with selling me a vehicle with a mileage alteration, a recall, and then the repairs itself.
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 11/08/2018

i apologize that you are having issues with the vehicle.  the recall was perfromed in 2014 with all correct parts, they failed again and this is why hyundai covered the alternator repairs.  I am unsure about the title issues, this may be somehting that you want to speak with Hyundai about.  Maybe there was an error made somewhere.  That is not something that we can investigate on the service side at the dealership level


BS
Brittany S.
Urbana, IL
2013 Hyundai Accent
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
11/01/2018 Category: Service
Great employees, terrible prices.
Everyone was great but $130 to change the cabin air filter and the engine air filter is nuts. I bought fram filters for both, around $15 each and installed them both in less than 5 minutes. Figure out your prices and I'll consider coming back for more services.
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 11/02/2018

Thank you for your review- we appreciate both your comments and your business! 


Verified Customer
Mahomet, IL
2016 Hyundai Tucson
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
10/16/2018 Category: Service
oil change routine service
Took way too long - 1 1/2 hours, no explaination as to why. Not a good way to blow my Saturday morning!
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 10/17/2018

Our apologies that the service took longer than usual. We know your time is valuable and despite our best efforts sometimes we can run late in the shop. We would like to send you a coupon for your next oil change on us in hopes that you will give us another opportunity to provide for your service needs. We appreciate your businessand hope to see you next time.


Verified Customer
Mahomet, IL
2013 Hyundai Elantra
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
10/07/2018 Category: Service
Awful
Awful
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 10/08/2018

Our apologies that your service visit did not meet your expectations - should you wish to discuss it further please contact me - Josh Berbaum , Service Diretor Napleton's Auto Park of Urbana.  
(217)365-0567


NB
Nadir B.
Champaign, IL
2013 Hyundai Sonata
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
10/05/2018 Category: Service
Not happy
The agent wanted to apply a price different than the one that was promised in the coupon I received the same day of the service.
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 10/08/2018

Our apologies for the confusion regarding your coupon. 


AM
Ahmed M.
Champaign, IL
2013 Hyundai Elantra
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
10/04/2018 Category: Service
Oil Change without filling fluid reservoir
The last two weeks I took 2 of my other cars to Napleton's for oil change and now wonder if fluid reservoirs were filled for those cars.
WILLIAM J B. from Napleton's Hyundai of Urbana responded on 10/04/2018

Thank you for the review- we apologize that the issue with the wipers was not clear. The washer nozzles are coming loose as your Advisor recalls and would need to have that diagnosed . Should you desire to have that examined please let me know - Josh Berbaum Service Director Napleton's Auto Park of Urbana