Overview

Overall Rating 4.37/5Overall Rating 4.37/5Overall Rating 4.37/5Overall Rating 4.37/5rating 4.37

880 Reviews

ReScore Reviews™ (25)

ReScore
Overall Rating 4.04/5Overall Rating 4.04/5Overall Rating 4.04/5Overall Rating 4.04/5rating 4.04
Original
Overall Rating 2.2/5Overall Rating 2.2/5rating 2.2rating 2.2rating 2.2
88% Would Recommend
100% Business Response
Latest Review about 7 hours ago

Reviews


Verified Customer
North Bend, OR
2014 Hyundai Genesis Co
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
10/19/2016 Category: Service
Slow as hell
It took over 4 hrs to get a small piece fixed in the track of my drivers car seat and when asking for a loaner car they said no, you must rent a car for $25 a day even though this is a warranty issue. By the way if you want your oil changed here prepare yourself for a two hour wait and that's with an appointment. Why the hell does it take two hrs? This was our 4th oil change here and each was 2 hrs. This will be the last time I buy a car from this dealership.
Chase P. from Sheppard Hyundai responded on 10/19/2016

Thank you for taking the time to provide feedback. We apologize your service experience did not meet your expectations. I would welcome the opportunity to discuss your experience.

Chase Petersen
Sheppard Motors
Assistant Service Manager
541-343-8811

Gary H., Service Director from Sheppard Hyundai responded on 10/19/2016

We apologize for the poor service experience. I will attempt to contact you to discuss your service experience and how we can improve in the future. Thank you for taking time to provide feedback to us.

Gary Hyland
Sheppard Motors
Service Director
541-343-8811
gary.hyland@sheppardmotors.com

RM
Ringo M.
Halsey, OR
2013 Hyundai Sonata
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
09/28/2016 Category: Service
Oil change average
Oil change good but other services need to approve
Chase P. from Sheppard Hyundai responded on 09/29/2016

Thank you for taking the time to provide feedback to us.  If there is anything that you think we could improve on for future visits, please let me know.

Thanks
Chase Petersen
Sheppard Hyundai/Volvo
Assistant Service Manager


CO
Corey O.
Eugene, OR
2017 Hyundai Santa Fe
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
09/14/2016 Category: Service
Sealants appointment.
The appointment for sealants was supposed to be set, but by mistake it was not actually scheduled. The service department was able to fit my car in and provided me with a rental car since it would not be finished until the end of the day. It was actually finished 3 hours earlier than they estimated.

There were several places where there was spotty/uneven residue on the plastic parts of the console and interior afterwards. I'm not sure if this is typical or not.
Chase P. from Sheppard Hyundai responded on 09/15/2016

Thank you for the feedback.  I would like to find out when you would be available to have my Detail Manager take a look at the residue that you saw on your plastic parts.  Please let me know when you would be available for us to address this concern

Thanks
Chase Petersen
Sheppard Hyundai
Assistant Service Manager
(541) 762-8830
chase.petersen@sheppardmotors.com


Verified Customer
Newport, OR
2008 Hyundai Santa Fe
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
09/09/2016 Category: Service
Service Dept made the ethical decision on charges
Website price was significantly lower than telephone price quote so service rep spoke to service manager who approved charging the lower web price---the ethical thing to do and good customer service.

Sheppard needs to make sure the web and telephone quotes are consistent, set up the service website appointment scheduling to offer other than morning appointments. In my opinion they seem to usually want to add on a service that seems unnecessary to me and only for the purpose of generating revenue. These three areas for improvement combined accounts for 3 stars rather than 5.
Gary H., Service Director from Sheppard Hyundai responded on 09/09/2016

Thank you for taking the time to provide feedback. We apologize your service experience did not meet your expectations. I would welcome the opportunity to discuss your experience.

Gary Hyland
Sheppard Motors
Service Director
541-343-8811
gary.hyland@sheppardmotors.com


JK
Janet K.
2016 Hyundai Tucson
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
08/25/2016 Category: Service
Customer service is good, have to wait on parts.
If it wasn't for the customer service, I would maybe look for another Hyundai dealer. But for the most part, we have been treated right. It would be helpful if the parts are available when appointments are made for service.
Gary H., Service Director from Sheppard Hyundai responded on 08/25/2016

We apologize that you did not have a pleasant service experience. We appreciate the feedback. I would welcome an opportunity to discuss your service experience.

Gary Hyland
Sheppard Motors
Service Director
541-343-8811
gary.hyland@sheppardmotors.com

Verified Customer
Eugene, OR
2012 Hyundai Sonata
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
06/28/2016 Category: Service
Mixed Results
Everyone at Sheppard Hyundai with whom I have dealt over the past four years has been extremely courteous and accommodating . Furthermore, the mechanical work done on my car has always been done well, as evidenced by how well the car runs and the excellent milage I get. However, being strung along for over three months with regard to getting my navigation system updated has left me feeling extremely frustrated to say the least.
Gary H., Service Director from Sheppard Hyundai responded on 06/29/2016

Thank you for taking time to share your service experience. We cannot improve without feedback. I apologize for the lack of follow through on your vehicle that you received between your last 2 visits. This is not the type of service experience we expect. As the new Service Director, I will work to eliminate these types of Service Experiences at Sheppard Motors. I will be contacting you to help resolve this issue with your navigation.

Thank you for your business and sharing your experience.

Please feel free to contact me gary.hyland@sheppardmotors.com or 541-343-8811.

Gary Hyland
Service Director


BP
Barbara P.
Veneta, OR
2015 Hyundai Elantra
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
06/25/2016 Category: Service
i bought my car there
ok have good cars
Gary H., Service Director from Sheppard Hyundai responded on 06/27/2016

Thank you for purchasing your vehicle from Sheppard Motors and returning for service. We apologize that you did not have a more enjoyable service visit. We appreciate the feedback and look forward to providing a more enjoyable service experience in the future.

John R., Service Director from Sheppard Hyundai responded on 06/27/2016

Barbara,

Thank you very much for the feedback and survey. It’s our goal here at Sheppard to meet expectations to the highest. From your score it suggests we performed well, but missed excellence. Feel free to give me additional feedback on ways for us to improve. Thanks for choosing Sheppard motors. You can reach me at the email attached.

John Roche
Service Director
541-343-8811
john.roche@sheppardmotors.com

EC
Edward C.
Eugene, OR
2013 Hyundai Santa Fe S
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
05/24/2016 Category: Service
So So
I don't know where the problem lies. Since they are the only dealership in town there is no choice as to where to go.
John R., Service Director from Sheppard Hyundai responded on 05/25/2016

Edward,

Thanks for your response. I apologize for the delayed repairs and parts troubles. It always helps to receive all possible feedback on ways we can improve. I will reach out to you shortly for additional information if thats ok. Thanks for choosing Sheppard Motors.

John Roche
Service Manager
541-343-8811
john.roche@sheppardmotors.com

CD
Carolyn D.
Eugene, OR
2016 Hyundai Santa Fe S
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
05/14/2016 Category: Service
sales people like Kenny
yes
John R., Service Director from Sheppard Hyundai responded on 05/17/2016

Carolyn,

Thank you for the survey. Sounds like we didn't meet all your expectations. If its okay I will be contacting you shortly to discuss. Thank you for choosing Sheppard Motors. I'm thrilled you are a Kenny fan! We love having him here.

John Roche
Service Director
541-343-8811
john.roche@sheppardmotors.com

SR
Stephanie R.
Canyonville, OR
2014 Hyundai Sonata
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
04/04/2016 Category: Service
Good service
Friendly staff, had a problem with my Bluetooth and tech guy told me what to do to fix it instead of doing it himself , felt like he didn't want to because my car was under warranty and he wasn't making any money. Other than that service was good that's why I rated it average just because I didn't feel the tech guy cared to much

JR
Judy R.
Eugene, OR
2015 Hyundai Elantra
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
01/16/2016 Category: Service
oil change and recall item repair
The plastic seat cover and paper floor mat were left in the car. Recall of sunroof thing replaced. Black fingerprints left on headliner. Will bring back to get those cleaned off.
John R., Service Director from Sheppard Hyundai responded on 01/20/2016

Judy,

Thanks for the feedback. Have we assisted in the cleaning yet? If not please contact us and I will ensure we address it appropriately.

My appologies for that happening. We aim to meet all expectations and when I get constructive authentic feedback I use it to improve our business and process. Thank you for taking the time to let us know about what was missed. Feel free to give us a call and let us know what works well for you. I would like to provide a mini detail that will address the fingerprints as well as clean up the rest of the vehicle.

I look foward to hearing from you, thanks for choosing Sheppard Motors.

John Roche
Service Director
541-343-8811
john.roche@sheppardmotors.com

PB
PATRICK B.
Eugene, OR
2015 Hyundai Sonata
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
08/04/2015 Category: Service
service
Service took to long.I would have had my wife pick me up.One and a half hours waiting.too long.
Melissa H., Service Manager from Sheppard Hyundai responded on 08/04/2015

Thank you for letting us know that we didn't quite meet your expectation.  I looked up your history and I see that we did your 15k service on this last visit.  That service does take a little longer than just a standard oil change because there are more inspections done along with a tire rotation.  We will work on making sure that we set the proper wait times for all of our customers.  Please remember that we always have the shuttle available as well.  Again, thank you for your feedback and please do not hesitate to call me directly. 

Melissa Hess
Service Manager
541-343-8811

PB
PATRICK B.
Eugene, OR
2015 Hyundai Sonata
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
04/04/2015 Category: Service
Mr Briggs
The service dept.didn't clean the vehicle as promised.My wife had to remind them to vac. the inside.
Ben K. from Sheppard Hyundai responded on 04/06/2015

Thank you for the feedback Mr. Briggs. Sorry we missed vacuuming your vehicle the first time around. We will work hard to make sure we don't miss this on your vehicle or anyone else's. We hope that you have a great day!


JA
JON A.
Springfield, OR
2013 Hyundai Sonata Hybrid
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
01/10/2015 Category: Service
hyundai sevice rescore
After 4 visits, the problem was resolved. I would score the sales department a 5, but still not totally happy with the service I received. Therefore, I cannot raise that part ofthe rating any higher than a 4.

Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
01/10/2015 Category: Service
Happy with sales and service until the last 2 visits
Please see my comments on the Hyundai survey for details
Ben K. from Sheppard Hyundai responded on 01/12/2015

Dear Jon,
Thank you for taking the time to give your feedback, we really do value this. I'm really sorry that we did not provide excellant service. If there is anything that I can personally do for you please let me know.


RW
ROBERT W.
Florence, OR
2015 Hyundai Genesis
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
01/07/2015 Category: Service
The service interval was not re-set, no car wash
They finished the car and did not let me know, I was in waiting room. They did not reset the service interval, The car was not washed. Hope they do better next time
Ben K. from Sheppard Hyundai responded on 01/12/2015

Robert,
I am terribly sorry about the experience that you had in my service department. We obviously did not hold up our end of the bargain. Please let me know if there is anything that I can personally do for you.


TM
TROY M.
2014 Hyundai Sonata
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
10/15/2014 Category: Service
service Dept
Phone never was answered, when trying to schedule an appointment. I will try them again one day.
Ben K. from Sheppard Hyundai responded on 10/16/2014

Troy,
I am extremely sorry that we caused you inconvience. I appreciate getting your feedback, so we can improve the way we operate, specifically anwsering our phones. If there is anything we can do for you please let me know.


RR
ROBERT R.
2013 Hyundai Sonata
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
06/27/2014 Category: Service
slow
An hour and a half for an oil change &tire
rotation!

EG
Elaine G.
Albany, OR
2017 Hyundai Elantra
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
09/04/2019 Category: Service
Staff setting up the appointment were very good.
Staff went out of the way on the phone to give direction to the business.
BREE A D. from Sheppard Hyundai responded on 09/05/2019

We really appreciate you taking the time to complete the survey.  We are glad you were happy with your service and we hope you plan to return in the future!

                   Thank you! – Sheppard Motors Service


AQ
Aili Q.
Sutherlin, OR
2011 Hyundai Sonata
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
08/27/2019 Category: Service
Sonata service
They treat me right.. a Senior lady.
BREE A D. from Sheppard Hyundai responded on 08/29/2019

Thank you for your response!  We appreciate your business.  We strive to give exceptional service.  If we ever fall short, please don’t hesitate to let us know.

                   -Sheppard Motors Service Dept.


ML
Murl L.
Florence, OR
2016 Hyundai Sonata
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
08/16/2019 Category: Service
I have come to expect the best, and that was what was delivered
I have received very good service every time I have visited this dealership.
BREE A D. from Sheppard Hyundai responded on 08/16/2019

Thank you for your response!  We appreciate your business.  We strive to give exceptional service.  If we ever fall short, please don’t hesitate to let us know.

                   -Sheppard Motors Service Dept.