Overview

Overall Rating 4.69/5Overall Rating 4.69/5Overall Rating 4.69/5Overall Rating 4.69/5rating 4.69

902 Reviews

ReScore Reviews™ (25)

ReScore
Overall Rating 4.16/5Overall Rating 4.16/5Overall Rating 4.16/5Overall Rating 4.16/5rating 4.16
Original
Overall Rating 2.08/5Overall Rating 2.08/5rating 2.08rating 2.08rating 2.08
95% Would Recommend
100% Business Response
Latest Review about 13 hours ago

Reviews


SK
Sarah K.
Chillicothe, OH
2017 Hyundai Tucson
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
05/18/2019 Category: Service
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Verified Customer
Londonderry, OH
2017 Hyundai Tucson
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
04/09/2019 Category: Service
Service
Its the customers fault when a vehicle fails that is under warranty is how it feels
JEFFREY C. from Herrnstein Hyundai responded on 04/11/2019

I am looking into this issue. I called you the other day and left a message. I would love to talk with you about this eperience and see what we can do to make your next visit a better one. 


SA
Shawn A.
Chillicothe, OH
2017 Hyundai Sonata
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
03/21/2019 Category: Service
Problem resolved
My issue with the rental vehicle has been taken care of,I was given an extremely more economical vehicle to drive to work. As I have stated from the start of this entire situation all I ask for is open communication,I don’t expect my car to be repaired overnight nor have I ever been pushy about it,I only want updates as the dealership gets themed,I do NOT blame the dealership for the problems my Sonata is having nor do I blame them for the amount of time it’s taking to get approval for the repair,or how long it takes the motor to be shipped. So my hope is that moving forward a more open line of communication will be established.

Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
03/21/2019 Category: Service
Over it
Pushy sales,zero communication in the service department unless I called asking for updates
JEFFREY C. from Herrnstein Hyundai responded on 03/22/2019

I wish I could come up with some kind of excuse but there are none. We did a 953 ECU update on your computer. When you got it back that update created a condition called fail safe. We are currently awaiting HMA which is the authorization arm of Hyundai to tell us what is next. We do have another vehicle if you would prefer being in one of our vehicles. I understand that you are in a vehicle that we rented from Hertz for you. 

Let me know if you would like to swap  out. I will not give this vehicle away until Monday. You could pick it up today before 5 or tomorrow 8 to 5.


LB
Latasha B.
Wellston, OH
Overall Rating 1/5rating 1rating 1rating 1rating 1
03/18/2019
Take your car else where
My car has been in there shop tons of time with engine problems and different noises smoke coming out the exhaust ticking in the engine and a tick every time you shut it off and they kept saying everything was normal well let’s just say I took my car to Huntington Wv and guess what after 2 1/2 years dealing with it my car is actually fixed the right way!!!!!! Had to have a new engine installed!!!!!

Verified Customer
Chillicothe, OH
2012 Hyundai Sonata
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
03/01/2019 Category: Service
Terrible communication
We were told the car was done over the phone and when we drove in to pick it up they informed us the car wasnt and they don't know why we got that call. Also when dropping off the car they told us we didn't have an appointment when it was made over the phone 3 days ago.
JEFFREY C. from Herrnstein Hyundai responded on 03/05/2019

You know, I have no excuses. I did see that the appointment that you had was taken at the Chrysler store and that is where they were expecting you for some reason. Why you got that phone call I will never know. Obviously it was some kind of error on our part. Please forgive us for this visit. 

What would you like for me to do to make up for these errors. I could offer you an incentive for changing this survey to a 4 or 5. 


SS
Sam S.
Jackson, OH
2013 Hyundai Santa Fe
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
03/01/2019 Category: Service
Xxxxxxx
Resolved the issue
ERICK N. from Herrnstein Hyundai responded on 03/02/2019

Thank you! We appreciate your business!


BD
Brian D.
Indianapolis, IN
2018 Hyundai Sonata
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
03/01/2019 Category: Service
Non-friendly service
Other than Steve, my customer service manager, there was a lack of customer friendliness and an overall attitude that my time was not valuable. I was not greeted at the door and the gentleman that I dealt with was rude in general.
JEFFREY C. from Herrnstein Hyundai responded on 03/05/2019

I am sorry you had such a terrible experience. I am the person that tried to wait on you. I was short with you. You were definately rude and pushy. I call you a bully. I could see, that I would have blown my top if I had to continue to listen to your insults so I quickly passed you on to one of my service advisors to complete your transaction. 

Sorry it didn't work out for you.

I will get the pictures of the damage from the parts manager today and get with you and let you know what we might be willing to do. 


Verified Customer
Gallipolis, OH
2012 Hyundai Elantra
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
02/28/2019 Category: Service
Review
Took over 3 hours for something simple
JEFFREY C. from Herrnstein Hyundai responded on 03/05/2019

That really is a long time to wait for changing a TPMS sensor in a tire. I am sure that the problem was not with us but with the warranty company. We have to get approval from them to continue with repairing your vehicle. Sometimes it is a quick process and other times they get bogged down. Of course it all reflects on us. Please accept my apology for the time crunch.

What can I do to make up for this so that I could possibly appeal to your forgivness side and get a rescore on this survey. 

I would be more than glad to offer up a peace offering. 


CW
Crystal W.
Bainbridge, OH
2017 Hyundai Elantra
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
02/26/2019 Category: Service
Fantastic customer service.
They always get my car right back to be serviced. And always bring up anything additional they think I need to know about.
JEFFREY C. from Herrnstein Hyundai responded on 02/27/2019

We will continue to give you that quality of service. Thanks so much for noticing and responding. Most of all thanks for your business.


JC
Jerry C.
Kingston, OH
2012 Hyundai Sonata Hyb
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
01/27/2019 Category: Service
Oil change and engine light on
Would not give a definitive answer as to the cost to determine why the engine light was on ($55 to $110). I indicated it was free at a local Auto Parts store to which was referred back to me, "we use a $8000 piece of equipment and they use an $80 piece." I asked if they knew anything different since they both provided a code. To the answer, "that is why we make 4 times as much as those at the Auto Parts store as we determine what the code means and tell you specifically what the problem is. We have the knowledge."
I would venture to say the Auto Parts stores provide a great service to unknowledgeable customers who would at least like an idea as to what may be wrong with their vehicle without a $55 to $110 dollar price tag. They can then determine if a repair is necessary.

Verified Customer
Hamden, OH
2013 Hyundai Elantra
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
01/22/2019 Category: Service
My issue was resolved in no time!
I had issues with my appointment and after making a review I got contacted immediately and it was made up for and resolved with ease!

Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
01/22/2019 Category: Service
This isn’t the first time I’ve had trouble here
Very disappointed on how I got treated here. Someone is always trying to sell me something or make me spend way more money than I plan on. Refused to check the things I needed checked and was told on the phone I’d get a free overall checkup on my vehicle and didn’t even get one.
JEFFREY C. from Herrnstein Hyundai responded on 01/22/2019

I will send you a rescore but I will be more than glad to replace all 4 bulbs at no charge to you. I will have to know what day you want to come in and I will see to it that you will not need an appointment. 


Verified Customer
Hillsboro, OH
2017 Hyundai Accent
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
01/15/2019 Category: Service
Eh
Not a great visit. Hoping to be contacted by someone outside of the dealership about my experience.
JEFFREY C. from Herrnstein Hyundai responded on 01/16/2019

I was here the other day when we worked on your vehicle. I do apologize for the inconvenience to you having to come back to have the tires rotated. As far as the time involved we did do the alignment and replaced the missing camber bolt. That definately added to your time. 

I did have a talk with our technician that did the work on your vehicle about test drives. That would have been where we dropped the ball. We could have noticed that your tires were cupped and that was causing the vibration coming from your car. I hated that you had to come back.

We rotate your tires back once we figured out what was causing the problem, and gave you a gift card for $25 to compensate you for the rotation amount. 

Once again I really do apologize for the inconvenience and hope that in the future we can prove our professionalism and make up for this visit. 

If you have anything you would like to express back to me e-mail me and we can discuss in further. I want to make this up to you and would like to offer a rescore of this survey to you once we have made contact. 


LR
Lisa R.
Wellston, OH
2016 Hyundai Santa Fe S
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
01/12/2019 Category: Service
3 out of 5
You know my over all review by reading through this survey which took about 30 minutes of my time!
JEFFREY C. from Herrnstein Hyundai responded on 01/14/2019

I hate hearing a review of this magnitude. We get so few of them and looks like you have had some rather bad experiences. I don't know how to respond to this. Chad is a very reliable technician and I have shown him the survey response. We do use an impact to tighten lug nuts but we use what is called a torque stick to do it with. They are specially designed tools so that we make sure the wheels have been properly installed. I have not heard of these torque sticks doing damage to lug nuts but I will get out into the shop today and try to figure that out. Oil being spilled I have no answer for that. It upsets me that this could happen I can't imagine how you must feel. I will work with all of my technicians to help insure that this does not happen in the future. 


Verified Customer
Ashville, OH
2007 Hyundai Sonata
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
12/27/2018 Category: Service
Friendly and efficient service
Fast , friendly efficient service
JEFFREY C. from Herrnstein Hyundai responded on 12/28/2018

Those are great words for me to read this morning. Thanks for taking the time to respond to the survey, and thanks for your business. 


Verified Customer
Circleville, OH
2015 Hyundai Sonata
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
12/25/2018 Category: Service
the staff
they are the same whenever i go there for service they stay in touch with you to let you know what is going on and i like that great staff
JEFFREY C. from Herrnstein Hyundai responded on 12/26/2018

Well we like you too.


TC
Timothy C.
Piketon, OH
2018 Hyundai Sonata
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
12/20/2018 Category: Service
Technicians need replaced!
The technicians at this place are horrible. They will tell you your car is not making a sound when they have it, then when you drive with them they can suddenly hear the sound. They try to tell you the sounds are normal and that there is no problem without even looking. When you ask them to show you another vehicle that makes the same sound including your other vehicles, they can’t.

Verified Customer
Frankfort, OH
2015 Hyundai Genesis Co
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
12/11/2018 Category: Service
Lack of communication
Seems severely disorganized
JEFFREY C. from Herrnstein Hyundai responded on 12/13/2018

Seems like we dropped the ball here. Is there anything we could do for you at this point to gain back your confidence. I need to send you a rescore after we get this resolved but need to know if we can do anything to help ease your frustration. 

JEFFREY C. from Herrnstein Hyundai responded on 12/27/2018

I would really like to get this issue resolved. We are so much better than the foot we have put forward. I will make a one time offer to you. If you were to rescore us with a 4 I would be willing to do a coolant flush on your vehicle at no charge to you. That is a $150 value. Please respond and let me know if that would be acceptable. I would need the rescore no later than Sunday night 12/30/18.


Verified Customer
Dundas, OH
2016 Hyundai Elantra
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
11/30/2018 Category: Service
Overall disappointing
Very unorganized, from day to day no one knew what was going on. Was overcharged
JEFFREY C. from Herrnstein Hyundai responded on 11/30/2018

I am really sorry about your experience. I see the RO number and as Manager I will take responsibility for the mess up. I had actually left word on the caliper that you were to not be charged, but gave it to the wrong Service Advisor. We are normally not disorganized. The charges I believe are quite fair but then again it is not my money paying for it. Let me make this up to you somehow. If you call me and make arrangements I will offer you a Coolant Flush at no charge. This is a $124.95 value. 

Let me know if you would like to take advantage of this offer. It would also require you to reevaluate us and give us at least a 4 star rating on the survey. 

Again, sorry for your experience, hoping you will give me a call. 


LK
Lynne K.
Lancaster, OH
2017 Hyundai Tucson
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
09/18/2018 Category: Service
Friendly service
Minbrought my 2017 Tucson in for an oil change & was treated kindly me curteously by the staff. My time is very important to me and they said to expect the job to take approx. 45/55 mins. They were done within their estimated time frame.
The only complaint I have is they didn’t reset my clock or my date. I was able to re-set my clock, but can’t co-ordinate my date.!
JEFFREY C. from Herrnstein Hyundai responded on 09/18/2018

Thank you so much for responding to the survey. We just love making our customers happy. Thanks so much for your time, but most of all thank you so much for your business. 


Verified Customer
Waverly, OH
2017 Hyundai Santa Fe S
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
09/15/2018 Category: Service
Misunderstanding.
Several things were explained and resolved.

Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
09/15/2018 Category: Service
Too expensive and getting a loaner is unsatisfactory
Too expensive and loaner availability in unsatisfactory.
JEFFREY C. from Herrnstein Hyundai responded on 09/17/2018

I am very concerned about your response, so I will attempt to answer each of your concerns. The loaner car program is dictated by Hyundai Motor of America. We follow the guidlines the best we can. We attempt to accomodate everyone, but we do not have an unlimited supply of these vehicles. We are allowed 8, no more. 2) I will be really upset if someone didn't tell you the price and get your permission before we replaced that cabin filter. To make this up to you the next time that you are in I will replace the cabin filter at no charge. 3} Sometimes you are correct there are a few more dollars involved in getting your vehicle serviced, but where do you go to get quality service with excellent trained personnel to perform all of the duties. We know Hyundai's inside and out. You are a wise consumer to always consider your pocketbook before any purchase. 

Let me know if you want to take me up on my offer of the free cabin filter. To do so, I will have to send you another response that you can give us a 4 star on the service. 

Let me know if you want to take advantage of this offer, and please be aware we really do want your business in the future, and we appreciate all of your time. 

JEFFREY C. from Herrnstein Hyundai responded on 09/24/2018

Thanks for the rescore. I actually enjoyed our conversation the other day. Don't be a stranger.