Overview

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

862 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 2 days ago

Reviews


TP
Tina P.
Springfield, OR
2019 Hyundai Ioniq Hybrid
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
08/06/2019 Category: Service
Needs improvement
Service was too expensive for a brand new car. Employees need training in professionalism. Overall, a negative experience.
Brian B. from Sheppard Hyundai responded on 08/08/2019

      I am sorry that you had a bad experience here at the dealership, we strive to take care of our customers and recommended only services the manufactures recommends. We are working hard on getting appointments set and phones answered on high volume days. Thank you for your feed back I hope you will give us another try . 


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.


VC
Virginia C.
Springfield, OR
2016 Hyundai Elantra
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
06/21/2019 Category: Service
Hyundai Service Dept
Staff was not very friendly. They did not communicate with me at all during or after my oil change.
Brian B. from Sheppard Hyundai responded on 06/25/2019

Thank you for your response to our survey, I am very sorry the appointment didn't go well. We have been doing lots of training in customer service but seems we have more to come. I hope you will give us another chance in the future. 


Verified Customer
Eugene, OR
2013 Hyundai Sonata
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
06/12/2019 Category: Service
If your first visit is bad just save yourself the frustration
Hyundai Service rep comes off very rude and almost like he has a problem with helping you or doing his job. I am always polite and try to be quick so I don’t take up too much of their time but I’m appalled that I was treated so rudely. The first visit I thought he was having a bad day, but every visit (maybe 3 or 4) he was unpleasant and seems like he did not like working with me or didn’t like his job. I’m not sure it just makes me never want to go back to that store.
Brian B. from Sheppard Hyundai responded on 06/12/2019

We are training some new people thank you for your input sorry you had such a bad experience, we will have more training on customer service. Input is always helpful thank you for taking the time to help us grow. 


KH
Klaus H.
Roseburg, OR
2015 Hyundai Genesis
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
05/29/2019 Category: Service
Service Manager made things right.
The morning after my original review I was contacted by the service manager, Brian B., with an apology for the miscommunication by the service writer that was new on the job.

He also said that the original quote price would be honored on this transaction and I would be getting a refund for the differance.

It was the right thing to do and he will have me a a returning customer.

Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
05/29/2019 Category: Service
Quote one price and then charge 67% more when the service was completed.
I have a 2015 Hyundai Genesis 5.0 and made an appointment to have an oil change two weeks in advance of the service date.

I arrived at the appointed time and sat with the service writer to fill out the customer information. I told him that all I needed was a oil change for my 2015 Genesis 5.0 and was quoted a price of $89. He said it would take a hour so I sat in the customer lounge a waited for the work to be completed.

One hour later the service writer came to me and said the work was completed. I asked where do I pay? He said come to my desk and I can take your payment. The bill came to $132.30 for the oil change. I asked why and was told by the Service Manager that Genesis 5.0 are more expensive.
Brian B. from Sheppard Hyundai responded on 05/30/2019

The price quoted was the normal price for our oil changes, your vehicle takes 3 more quarts of oil then other vehicle so that is where the price difference came about. I am sorry for the mis quote and glad we got things worked out over the phone.


JH
Janice H.
Eugene, OR
2018 Hyundai Sonata
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
05/20/2019 Category: Service
Safety mode
My car has been in twice after they did a computer adjustment and said it was fine.
I did get it back but hate to do a review on the last service until I see if it is actually fixed.
I had planned on driving to California in April but had to fly because I had no car.
Brian B. from Sheppard Hyundai responded on 05/21/2019

 Hyundai has been working hard to get the parts to us in a timely manner sorry you had these issues , good news is its fixed and you shouldn't have anymore issues. thank you again for your response 


Verified Customer
Myrtle Creek, OR
2019 Hyundai Veloster
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
05/11/2019 Category: Service
Almost adequate
None
Brian B. from Sheppard Hyundai responded on 05/13/2019

Thank you for your responce, sounds like the service wasnt top notch, the team is new and still needs some training. 


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 .


HG
Heidi G.
Sutherlin, OR
2013 Hyundai Sonata
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
04/18/2019 Category: Service
Communication could use improvement.
Service on my vehicle was fine. Customer waiting area was comfortable and accommodating. Communication with customers needs improvement.
BREE A D. from Sheppard Hyundai responded on 04/18/2019

Thank you for telling us about your visit.  We apologize for the inconvenience this may have caused you.  We strive to give exceptional service.  We hope you return for future service.

                              -Sheppard Motors Service Dept.


Verified Customer
Eugene, OR
2010 Hyundai Santa Fe
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
04/12/2019 Category: Service
Multiple visits to the dealership service dept.
Personnel were friendly.
BREE A D. from Sheppard Hyundai responded on 04/12/2019

Thank you for your response.  We apologize for any issues you may have incurred.  We are continuously working to improve our service.  We hope you plan to return in the future!

                          -Sheppard Motors Service Dept.


EA
Eric A.
Eugene, OR
2012 Hyundai Elantra
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
04/04/2019 Category: Service
Unsatisfied
The customer service was fine, but the technician that evaluated the symptoms of my problem did not diagnose the problem correctly and did not come up with the correct solution. My issue could have been easily detected if they had taken time to scope the code produced when misfires were happening on the ignition coil number 4.
Brian B. from Sheppard Hyundai responded on 04/05/2019

`I am very sorry we missed this diagnoses, I will be reaching out to discuss this more with you. Glad the car is running better . 


KW
Karen W.
Eugene, OR
2018 Hyundai Tucson
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
04/04/2019 Category: Service
1hr 30min for a simple oil change?
oil change took far too long, the staff were late and didn’t care if it said ASAP! to top it off it was overly expensive and I’d rather go to jiffy lube for an oil change, they are timely and a lot cheaper!
Brian B. from Sheppard Hyundai responded on 04/11/2019

I am sorry you had this experience, we did have one of our technicians sick that day I am sorry we didnt get it finished in a timely manner for you . 

Our prices are usually inline with our competors, unless some of them are running specials.


Verified Customer
Springfield, OR
2012 Hyundai Accent
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
04/02/2019 Category: Service
REVIEW OF SERVICE REPAIR
The oil change was fine, the customer service reps were pleasant. I was not made aware in advance however of the cost of the diagnostic for the blower or the charge for setting up the appointment online.
BREE A D. from Sheppard Hyundai responded on 04/03/2019

We really appreciate you completing the survey.  Your feedback is very helpful.  Our service manager will work with the advisors to ensure each customer is aware of diagnostic costs incurred.

                             -Sheppard Motors Service Dept.


FC
Fred C.
Springfield, OR
2013 Hyundai Santa Fe S
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
04/01/2019 Category: Service
Only for Factory Recalls and/or Updates
The help and professionalism Sheppard Motors Hyundai service department provided, during the software update to my 2013 Santa Fe, was commendable. However, I will only use Sheppard’s services when notified of a factory/model recall inspection and/or service.
Please remove my email and phone number from your contact lists.
BREE A D. from Sheppard Hyundai responded on 04/03/2019

Thank you for your response.  We really appreciate it.  We hope you continue to service your vehicle at our dealership.

                                Sheppard Motors Service Dept.


JA
John A.
Eugene, OR
2018 Hyundai Sonata
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
03/30/2019 Category: Service
Recall notice
There. Was a recall notice sent by the mail we called Sheppard motors an appointment was made . We dropped our Sonta off the service was completed in a a few hours the car was returned with a fresh car wash
BREE A D. from Sheppard Hyundai responded on 04/01/2019

Thank you for your response!  Your feedback is very helpful.

                            -Sheppard Motors Service Dept.


MW
Mark W.
Monroe, OR
2013 Hyundai Elantra
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
03/28/2019 Category: Service
Service required twice due to misdiagnosis
Car was serviced and deemed fixed and was not, causing me to be stranded twice. Had to beg for tow service after not fixed correctly first time. The situation was a disaster and completely mishandled by service department and general manager. I have been a customer for a while and was always happy however after this I will never recommend Sheppard Motors and likely not ever buy another Hyundai. It is a shame...……….

Only savior was everything was fixed under warranty with no charge
Brian B. from Sheppard Hyundai responded on 04/01/2019

Sorry for the inconvenience of having to be towed to the dealership, hope we can gain your confidence again to come back to the  dealer ship, we turned in a few favors to get the $1200 repair covered. Thank you 


Verified Customer
Eugene, OR
2018 Hyundai Tucson
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
03/18/2019 Category: Service
Hyundai recall
Took twice as long as estimated, apparently our vehicle was used for on the job training.
Brian B. from Sheppard Hyundai responded on 03/20/2019

We are very sorry the ECM download took extra time. We tired to get everyones vehicle done in a timely manner. Sometimes the download takes longer then other times, We have now cut back on the amount of downloads at one time in the shop so we don't over load the wireless system. thank you for your feedback , again very sorry this service took longer then you where told. 


JC
Jeffrey C.
Eugene, OR
2017 Hyundai Ioniq Hybr
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
03/18/2019 Category: Service
Earnest staff but overworked
Staff were overwhelmed the day of my appointment. No communication and I ended up not being able to get my car back the same day as I expected.
Brian B. from Sheppard Hyundai responded on 03/18/2019

I do apologize for the miss communication, I thank  you for your feed back, as we spoke on the phone if there is anything we can do for you in the future please let me know.


Verified Customer
Eugene, OR
2008 Hyundai Santa Fe
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
03/15/2019 Category: Service
Get it together!!
Slow, left a rock under my kickplate, took 3 trips to fix wheel berring
Brian B. from Sheppard Hyundai responded on 03/25/2019

This experience at our dealership is in excusable, I am very sorry things turned out this way , I would like to talk more about the experence . 


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.