Overview

Overall Rating 4.36/5Overall Rating 4.36/5Overall Rating 4.36/5Overall Rating 4.36/5rating 4.36

861 Reviews

ReScore Reviews™ (24)

ReScore
Overall Rating 4.0000013/5Overall Rating 4.0000013/5Overall Rating 4.0000013/5Overall Rating 4.0000013/5rating 4.0000013
Original
Overall Rating 2.25/5Overall Rating 2.25/5rating 2.25rating 2.25rating 2.25
88% Would Recommend
100% Business Response
Latest Review 3 days ago

Reviews


DC
David C.
Eugene, OR
2017 Hyundai Santa Fe Sport
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
08/13/2019 Category: Service
Training new staff
see previous comments
Brian B. from Sheppard Hyundai responded on 08/13/2019

Our staff is new and learning our process here at Sheppard's. I am sorry to you experienced this level of service we strive to be much better then this. I hope you give us another chance with your vehicle we are growing and learning all the time . Thank you for your feedback.


ML
Martyn L.
Eugene, OR
2014 Hyundai Sonata
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
07/15/2019 Category: Service
No fix
Didn't fix an issue and insisted they did
Brian B. from Sheppard Hyundai responded on 07/16/2019

Sorry for the miss communication here, it looks like we where to advise why the washer fluid was not working, I read on the report the washer motor needed to be replaced but that work was not authorized . Please call and lets get this situation corrected.


KM
Kevin M.
Corvallis, OR
2018 Hyundai Ioniq Hybr
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
04/22/2019 Category: Service
k
t
Brian B. from Sheppard Hyundai responded on 04/25/2019

I am very sorry about the misunderstanding on the oil change charges , we should have never had you waiting that long again very sorry .


JG
Jamie G.
Stayton, OR
2018 Hyundai Kona
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
02/22/2019 Category: Service
Not!
Need improvement in trying to call service department...getting ahold of an actual person is ridiculous, or at least answer voicemails left! My hub cap and valve cap were missing after you patched my tire ..ya kinda have one job...complete it! However I did feel the employees were very nice, and they did find my missing parts and apologized...so just really think if you improved your service department phone service it would be a huge help!
Brian B. from Sheppard Hyundai responded on 02/26/2019

We are truly sorry the center cap and valve stem cover got left off.  We fixed our phone system so hopefully we  wont have that problem again. Sorry to hear you had a bad experience , and understand you are going to the dealership where your free coupons work. Hopefully we can make it up to you in the future. 


GS
Gary S.
OR
2017 Hyundai Tucson
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
02/13/2019 Category: Service
xxxxxxxxx
xxxxxxxxxxx
Brian B. from Sheppard Hyundai responded on 02/13/2019

First I would like to apoligize this is not somthing we usually have issues with, after talking to Mr Silva on the phone we have disussed the next steps in geting his vehicle repaired. He is going to call me if the car starts acting up again , at this point he agrees the vehicle seems to working back to normal . 


HT
Hallie T.
Eugene, OR
2013 Hyundai Elantra Gt
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
09/11/2018 Category: Service
Terrible
https://www.yelp.com/biz/sheppard-motors-eugene?hrid=LZ4L-LBQRU-413kUpR0v9g&utm_source=ishare&utm_content=review
Brian B. from Sheppard Hyundai responded on 09/14/2018

Hello Hallie,
I am Brian Bennett here at Sheppard Motors and I am very sorry for the experence you had at the service department. I would like to talk with you when you get the tail light replaced or please give me a call at you're convenience.

Brian Bennett
541 231 5744


Verified Customer
Eugene, OR
2017 Hyundai Santa Fe
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
08/17/2018 Category: Service
A hassle every time.
I am tired of the mistakes and inconveniences I keep having with this service department. They aren’t consistent or reliable and are not particularly considerate of the customer’s time. I have had to make sebsequent and duplicate appointments several times. I’ve scheduled cleaning/detail services with them on the same day I had maintenance scheduled to get it all done at once, and they have called me at the end of the day (after having the car all day) to tell me the cleaning/detail couldn’t get done because they were understaffed. This happened twice. One of the times, a salesperson hurried to just vacuum it before I got there which was nice, and was the only time anyone has actually tried to do anything to compensate for the many issues or mistakes. I don’t bother with scheduling details or cleaning there anymore. They have made multiple errors with my account including completing factory recall work more than once due to record-keeping problems. I had an oil change this week and they determined that the air filters should be changed (which they said is quick to do and at no charge). Instead of just doing it while the car was already being serviced, or calling to get permission if they needed it, they told me to come in for another appointment. It’s always a hassle there. I have a busy life (like everyone else in the world) and don’t need or want to make multiple appointments for simple regular maintenance that could and should have been done in one appointment. It’s incredibly inconvenient to coordinate being without a car during typical work-week hours, and having to do so twice for something so simple is frustrating. This on top of the many other issues makes it impossible for me to recommend this service center to anyone else.
MARCI A. from Sheppard Hyundai responded on 08/20/2018

I apologize for the horrible service you received, as there is no excuse. 

Please know that I hold to my offer of replacing the filters at no charge to you, as a consideration for your time.

Thank you.

Marci Arold
Service Manager
541.762.8812
marci.arold@sheppardmotors.com

Verified Customer
Eugene, OR
2011 Hyundai Sonata
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
07/13/2018 Category: Service
Communication and competence lacking
Did not keep me up to date on vehicle, had to frequently call them back. Told them what the exact problem was upon dropping off but it still took them three hours to diagnose. Could not read own service report upon pickup and I had to explain items in it to them.
MARCI A. from Sheppard Hyundai responded on 07/13/2018

  I apologize that the service you received, was not satisfactory.  I appreciate the time you took to speak with me on the phone, as it helps us to improve.  Thanks again for the feedback!

Marci Arold
Service Manager
541.762.8812
marci.arold@sheppardmotors.com

JM
Judith M.
Eugene, OR
2017 Hyundai Sonata Plu
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
06/14/2018 Category: Service
I'm still mad
we bought a car from Sheppard at 12,000 miles. At 16,000 miles, we brought it in for an oil change. diagnostics indicated that the fuel system needed cleaning. they charged us $177 for a service that should have been done before they sold the car to us.
MARCI A. from Sheppard Hyundai responded on 06/15/2018

I apologize for the confusion and lack of service you recieved!

Thank you!

Marci Arold
Service Manager
541.762.8812
marci.arold@sheppardmotors.com

Verified Customer
Eugene, OR
2012 Hyundai Sonata
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
06/01/2018 Category: Service
Shit service
Dog shit
MARCI A. from Sheppard Hyundai responded on 06/01/2018

We appreciate your business and will strive to make everything right. 

We look forward to fixing your issues that you and Mary discussed and we'll take good care of you again!

Thank you so much.

Marci Arold
Service Manager
541.762.8812
marci.arold@sheppardmotors.com

HW
Hannah W.
Eugene, OR
2007 Hyundai Azera
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
04/03/2018 Category: Service
Awful Experience
Took my daughters car in for a factory recall. Asked if they could let me know if a couple of other things were issues, called me back to say they had run all these tests on my car and that the things I asked about were not of any concern (however now they were going to charge me $150 for the free factory recall). However, they found a major safety issue with the front axle and that it needed to be replaced immediately (the paperwork had bright red saying to do immediately). It was going to cost $800 for factory refurbished part and over $1000 for hyudai factory part. I felt very uncomfortable with the whole situation and when asking questions they had no answers and the technician wouldn't even come out to explain it to me, yelled across room about it being a refurbished or not refurbished part. I said I would take care elsewhere, called 2 other local shops to replace the front Drivers side axle (read it directly from the Sheppard paperwork about what needed to be replaced) one said it would cost $325, the other said $296 (parts and labor). When I brought the car in, I showed them the paperwork, they said it made no sense and that they would like to run their own diagnostic (free of charge) to see if I even needed the axle replaced. Got a call, the axle is fine, it was leaking from the boot around the axle because one of the clamps was no good, they replaced the clamp - $53 and the car is as good as new, no leak. This was clearly either someone trying to rip someone off or someone who doesn't know how to repair cars, either way it was a horrible experience. I would not recommend Sheppard to anyone and in the future will go out of town to another dealer if I need a future recal fixed.
MARCI A. from Sheppard Hyundai responded on 04/03/2018

I apologize for the confusion, as this was her grandfathers car we discussed the diagnosis charges, which you agreed to at sign in!


Marci Arold
Service Manager
541.762.8812
marci.arold@sheppardmotors.com

EW
Esan W.
Springfield, OR
2015 Hyundai Azera
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
03/10/2018 Category: Service
Incomplete service.
Na
MARCI A. from Sheppard Hyundai responded on 03/12/2018

I apologize we did not meet your expectations.  We have been working hard at making the customer experience better, and we have a lot of work to do. 

Thank you for the feedback!

Marci Arold
Service Manager
541.762.8812
marci.arold@sheppardmotors.com

JP
Joesph P.
Roseburg, OR
Overall Rating 1/5rating 1rating 1rating 1rating 1
02/20/2018
I WILL GO THE MEDFORD NEXT TIME
I made an appointment a week ago for a recall brake switch. This item is recalled on literally millions of Hyundais. I had to drive 75 miles from my home in Roseburg through a snow storm. When I finally found the place which is difficult, they took my car in. An hour later, they hand me my keys and tell me sorry, we dont have the part. I asked where is my car? They say right out the door. I go out, look around and finally see it on the far side of the parking lot. I am pretty old and not in the greatest health. The walk to my car in the bitter cold was not pleasant nor was the entire trip there which took 2 hours. I get to my car and find the seat covered in plastic, paper on the floor and the numbered placard in the window. I appreciate that they tried to keep the car clean during service (or no service in my case) but they could remove it when they are done or at least provide a place to put it when you pull it out. They did not. A passing mechanic told seem to take it back to the office. This establishment cost me a day of my life which not so many remain, a tank of gas and a lot of stress. I will not go back. Rather I will make the farther trip to Medford next time on the hope that they are moe competent there.
MARCI A. from Sheppard Hyundai responded on 02/20/2018

We are sorry for your inconvenience and we apologize for the lack of care and consideration you were presented with.  We value your feedback, as it helps us learn from our mistakes.

Marci Arold
Service Manager
541.762.8812
marci.arold@sheppardmotors.com

Verified Customer
Springfield, OR
2012 Hyundai Elantra
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
02/16/2018 Category: Service
Sheppard Hyundai's repair shop doesn't know how to fix my car; but they will charge me over 1K anyways.
Nice receptionist, but this process was a huge waste of money and time.
MARCI A. from Sheppard Hyundai responded on 02/19/2018

I apologize for all the trouble you went through with your vehicle.  We would love another opportunity to make this right, and if you decide to have the car fixed, please let me know.  I did receive the message about purchasing a new car, and completely understand your frustrations!

Marci Arold
Service Manager
541.762.8812
marci.arold@sheppardmotors.com

RJ
Ronald J.
Springfield, OR
2017 Hyundai Elantra
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
01/15/2018 Category: Service
They said they have resolved my concerns
No one even talked to me to try to resolve my concerns - they have a lot of communication problems

Overall Rating 1/5rating 1rating 1rating 1rating 1
01/15/2018 Category: Service
Poor Service - Customer beware
Very little concern for the customer - long service wait - they do not address the customers questions - but they do have cute tablet computers - and they did vacuum out the car at the end - would recommend Springfield Buick service department instead
MARCI A. from Sheppard Hyundai responded on 01/15/2018

Thank you for your feedback, as it helps us to improve.  I apologize that the service you received, was not satisfactory. 

Marci Arold
Service Manager
541.762.8812
marci.arold@sheppardmotors.com

CA
Cassandra A.
Springfield, OR
2010 Hyundai Elantra
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
01/12/2018 Category: Service
Master Manipulator
It has been rather frustrating to be told so many different things but not one person would accept that their service and suggestions I received were less than satisfactory. The main concerns are that I paid for an inspection and was told a laundry list of problems that were auto generated based on my mileage which was wrong on my paperwork (The service manager did admit human error with my mileage). There were two other repair concerns or suggestions the most concerning to me is still that Cam Shaft Gear. The technician only suggested that be replaced because he got a diagnostic code that might indicate something was wrong. The first person I talked to when I was given the news about that cam shaft gear told me my car was unsafe to drive and that it was lucky I came in when I did. That didn't sit well with me so I asked for a second opinion from my regular mechanic who said he could not get that diagnostic code and spent a considerable amount of time diagnosing that gear replacement recommendation. I brought this up with the service manager who told me that Sheppard uses special Hyundai specific diagnostic tools and some Joe Shmoe wouldn't be able to diagnose this problem. That was the final straw for me, so I was told my car was unsafe to drive due to this cam shaft gear and then told the only people who could of diagnosed it are the service techs at the dealership and that a regular mechanic wouldn't be able to diagnose this. I am more than positive that if my car was truly unsafe to drive or if there really was a problem with the cam shaft gear that a non dealership mechanic would be able to diagnose the problem. AND there would be other symptoms from my car, besides just a check engine light.

My final comment is that the Inspection at the top of my paperwork did not match the recommendations below. My mechanic was extremely bothered by the suggestion to replace the battery. The Inspection at the top stated my battery passed and was good. The recommendation at the bottom was that my battery failed and needed to be replaced. Also the inspection stated that all of my fluids needed to be flushed. The only dirty fluid was the transmission fluid. The service tech did not actually check my fluids, that was made quite clear.

I feel totally worn down by the fast talkers who 'want to make things right' but wont admit that anything is wrong. This whole ordeal has been such a time suck on my life. I have even had to miss work due to all this. So on top of the cost of the inspection I also missed hours at work.
MARCI A. from Sheppard Hyundai responded on 01/12/2018

Thank you for your feedback!

Marci Arold
Service Manager
541.762.8812
marci.arold@sheppardmotors.com

CH
Cory H.
Veneta, OR
2013 Hyundai Sonata Hyb
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
11/18/2017 Category: Service
Terrible service
Always takes all day for servicing, one time I dropped off my vehicle is was there all day and they told me at the end of the day they couldn't do all the servicing because a technicians dog got sick.
MARCI A. from Sheppard Hyundai responded on 11/20/2017

I am sorry that you received such poor service.  I have left a message for you on your cell phone, and would love an opportunity to discuss your experience.

Please feel free to get back to me at your convenience.

Thank you

Marci Arold
Service Manager
541.762.8812
marci.arold@sheppardmotors.com

Verified Customer
Roseburg, OR
2015 Hyundai Sonata
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
10/29/2017 Category: Service
10 Day CV Joint Replacement
10 days...really? Each day I was told the parts would be in tomorrow. Not happy with their service. I have been very happy with their sales department but not so much with the service department.
MARCI A. from Sheppard Hyundai responded on 10/30/2017

Hello, 

I thought after we had talked, we had resolved your issues. 

Please let me know what else we can do to help.

Thanks again!

Marci Arold
Service Manager
541.762.8812
marci.arold@sheppardmotors.com

JK
Jeff K.
Eugene, OR
2017 Hyundai Elantra
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
09/29/2017 Category: Service
Last straw
Previous trouble with the Volkswagen service department ie almost 100$ for 4 gallons of def. This time with the Hyundai 55 dollars on top of 40 for the oil change to complete the 7500 mile service check. According to the manual, rotate tires, check battery terminal, check 2 hoses. Thats it. Other than the tire rotation the rest of it should just be part of their oil change and basic overlook that you get included with the oil change. Its why i took it to the dealership. Not using these guys again.
MARCI A. from Sheppard Hyundai responded on 09/29/2017

Hello,

I have left a message on your home number to discuss the issues you experienced while in service. 

Please reach out to me at your earliest convenience.

Thank you

Marci Arold
Service Manager
541.762.8812
marci.arold@sheppardmotors.com

ML
Michelle L.
Blachly, OR
2017 Hyundai Sonata
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
06/28/2017 Category: Service
Terrible experience
The van transfer guy was terrible on being on time and rude when he came to me work and spoke to my coworkers
Gary H., Service Director from Sheppard Hyundai responded on 06/28/2017

Thank you for your feedback Michelle. As I mentioned on our phone call, I apologize regarding our shuttle service. Your feedback was greatly appreciated for us to improve our shuttle service performance. I would like to discuss your overall visit outside of the shuttle service. Thank you 

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