Overview

Overall Rating 4.62/5Overall Rating 4.62/5Overall Rating 4.62/5Overall Rating 4.62/5rating 4.62

2462 Reviews

ReScore Reviews™ (51)

ReScore
Overall Rating 4.6470559/5Overall Rating 4.6470559/5Overall Rating 4.6470559/5Overall Rating 4.6470559/5rating 4.6470559
Original
Overall Rating 2.21569/5Overall Rating 2.21569/5rating 2.21569rating 2.21569rating 2.21569
93% Would Recommend
100% Business Response
Latest Review 35 minutes ago

Reviews


JN
Jennifer N.
Spring Hill, TN
2010 Hyundai Elantra
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
09/26/2016 Category: Service
Bad service once again
I had horrible service multiple times at the downtown Hyundai shop. I was hoping the Hyundai of Cool Springs shop would be better. I scheduled the 60,000 mile check up. Online it has a list of multiple items that will be inspected and replaced for $649.95. When I went to pick my car up no one went over my bill and explained what was replaced or if anything was wrong. Everyone seemed too busy and I was sent immediately to pay my bill. There were also two items that were recalled and still no one discussed them with me. I looked over my bill when I got home and realized *Replace Spark Plugs (Platinum)*Replace Timing Belt, Idler, and Tensioner 2.0 *Tire rotation were not listed on my bill, but I was still charged almost $800 with parts and labor. I called and spoke with Justin the next morning and he said the belts and spark plugs are not part of the 60,000 mile deal. I told him the website states those should have been replaced and he looked it up himself and also confirmed what the website stated. He did say the tire rotation was completed. He called me back and said those are not done until 80,000 and 100,000 miles. Also, I told him my windshield wipers are very bad, but the tech marked them as great (green on the paper). He said I could come back to the shop and he would replaced them for free. He told me he was very busy and never checked over my car himself before it was released to me. He said it was a hectic day and my car got missed. He did apologize and I got free wipers, but it make me nervous. What else was missed or marked as good?! I don't like paying almost $800 for lack luster service. Very disappointed.
TIM O. from Hyundai of Cool Springs responded on 09/26/2016

I am sorry for the confusion and lack of service you recieved. The 60k package is set up for all models. Only certain vehicle have timing belts. That is an extra charge when needed. The schedule for the timing belt is 60k under severe and 90k under normal. I am sorry that was not explained to you and if and when you are ready to have the belt replaced I will give you a $100.00 discount to help offset the charges for your inconvience. Thank you for your business.


KB
Kenneth B.
College Grove, TN
2011 Hyundai Sonata
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
09/19/2016 Category: Service
The washing and vacuum of the car is great.
I'm not typing the whole thing again.
TIM O. from Hyundai of Cool Springs responded on 09/20/2016

Thank you so much for taking time out of your busy day to complete this survey. Hyundai of Cool Springs strives daily to exceed our expectations and to make all our Hyundai family members feel welcome. I am sorry we fell short on this visit. Thank you for your business


Verified Customer
Franklin, TN
2009 Hyundai Santa Fe
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
08/28/2016 Category: Service
Bad service
Bad service
TIM O. from Hyundai of Cool Springs responded on 08/29/2016

I am sorry for the service experience you had on your last visit. This is not the normal service that is given and we are working to improve process to ensure that trhis doe snot happen again.


Verified Customer
Brentwood, TN
2013 Hyundai Accent
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
08/22/2016 Category: Service
Lots of employees, only one working
Needed a bulb over the license plate replaced and a check of the electrical system. They had the car 6 hours, found nothing in the electrical system and still had not replaced the bulb. Had to wait another 20 minutes for this to be done. Saw 4 workers standing around chatting and using their cellphones while one guy ran around and dealt with 3 customers including myself as he tried to take care of everyone at once. Not one other employee stepped in to assist until the guy who drove the courtesy vehicle actually changed the bulb for me.
TIM O. from Hyundai of Cool Springs responded on 08/23/2016

Thank you so much for taking time out of your busy day to complete this survey.  Hyundai of Cool Springs strives daily to exceed our  expectations and to make all our Hyundai family members feel welcome. I am sorry we fell short on this visit. Thank you for your business.


SS
Steve S.
Franklin, TN
2014 Hyundai Santa Fe
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
08/20/2016 Category: Service
Not all dealership experiences are the same.
See earlier comment.
TIM O. from Hyundai of Cool Springs responded on 08/22/2016

Thank you so much for taking time out of your busy day to complete this survey.  Hyundai of Cool Springs strives daily to exceed our  expectations and to make all our Hyundai family members feel welcome. I am sorry that we fell short on your last visit. We try to make everyone feel as comfortable as psossible during there service.


Verified Customer
Thompsons Station, TN
2011 Hyundai Veracruz
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
08/09/2016 Category: Service
Poor customer service
I have never ever received my car back when they said it was going to be back in all the times I have taken it there.
TIM O. from Hyundai of Cool Springs responded on 08/09/2016

Thank you so much for taking time out of your busy day to complete this survey.  Hyundai of Cool Springs strives daily to exceed our  expectations and to make all our Hyundai family members feel welcome. I am sorry we feel short on delivering the service you expected in the time frame expected.


Verified Customer
Franklin, TN
2016 Hyundai Sonata Hyb
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
08/05/2016 Category: Service
Oil change
The car buying experience, quality and pricing of the vehicle was outstanding. But, the service end is lacking...or overbooked. I can no longer give two hours of my day for an oil change. I will have to pay out-of-pocket to save my valuable time.
A recall was fixed while I was there, which is very thoughtful. It would have been nice if I was notified about it; I would have come back another day to fix it.
I will still encourage people to buy from you. I love my vehicle!
TIM O. from Hyundai of Cool Springs responded on 08/05/2016

I am sorry for long wait time. The adviser should have informed you of the recall. We try to get everyone completely in a timely manner and I am sorry we did not do that on this visit. Thank you for your business and hope that you will give us another chance.


Verified Customer
Brentwood, TN
2011 Hyundai Sonata
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
08/04/2016 Category: Service
Recall
Too much waiting....
TIM O. from Hyundai of Cool Springs responded on 08/05/2016

I am sorry for the long wait time. We try to complete all repairs properly and efficiently.


MD
Melinda D.
Franklin, TN
2013 Hyundai Elantra Gt
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
08/03/2016 Category: Service
Good grief. Just read my comments.
Read comments! Don't make appointments you can't keep. A wait for an oil change over an hour and a half should be FREE.
TIM O. from Hyundai of Cool Springs responded on 08/04/2016

I am sorry for the experience you had on your last visit. That is not how we normally service are customers. Hopefully we can reearn your business. Thank you for your service.


Verified Customer
Franklin, TN
2011 Hyundai Accent
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
08/01/2016 Category: Service
Worst Customer Service experience
Worst customer service from the service department
TIM O. from Hyundai of Cool Springs responded on 08/01/2016

I am sorry for poor follow up and experience you had on your last experience. We try to complete repairs as soon as possible. I am sorry for the delay.  Thank you for your business.


PW
PAUL W.
2010 Hyundai Genesis
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
07/27/2016 Category: Service
How to treat a customer better.
My car is never clean when I pick it up. I never feel that anyone cares to treat me or my car with much special consideration. All of your staff changes regularly. My salesman is long gone and no one ever calls to just encourage my to drop by and look at the new cars. Overall, I rate your dealership as just average, I really love my Genesis, and my wife's Santa Fe is virtually the perfect automobile. I wish your standards of customer service would rise to match the quality of the cars you sell.
TIM O. from Hyundai of Cool Springs responded on 07/27/2016

Thank you. We appreciate the opportunity to serve you. Thanks for taking the time to rate your experience. I am sorry that the repair took so long. We try to complete each repair as quickly as possible. I am sorry that the car was not cleaned. That should happen every time unless raining or car wash is down.Obviously our process broke down and anytime you are close by I will gladly have th ecar cleaned for you. Once again I am sorry for the extended time and lack of cleaning.


DS
Duane S.
Antioch, TN
2015 Hyundai Elantra
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
07/23/2016 Category: Service
No comment.
Slow service and high price.
Stacy S., DPSM from Hyundai of Cool Springs responded on 07/23/2016

Thank you for filling out the survey and sharing your expereince.
Our service manager will be reaching out to you shortly to discussb further.


LB
Latanya B.
Antioch, TN
2015 Hyundai Sonata
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
07/07/2016 Category: Service
Car wash sub par
I'd just like to have an excellent car wash to conclude my service
TIM O. from Hyundai of Cool Springs responded on 07/08/2016

Thank you. We appreciate the opportunity to serve you. Thanks for taking the time to rate your experience


AA
Angela A.
Spring Hill, TN
2013 Hyundai Elantra
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
07/05/2016 Category: Service
Needs more consistency of excellence
It's hard to ensure consistent quality in a business, but I hope things are better next time.
TIM O. from Hyundai of Cool Springs responded on 07/05/2016

I am sorry for your poor service this visit. If you could please email or call me to give me a little more detail on where we dropped the ball. I will be better able to make sure your next visit is a better experience. Thank you
(615)550-7330


DS
Darrell S.
Columbia, TN
2013 Hyundai Sonata Hyb
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
06/26/2016 Category: Service
Don't trust!
I was lied to about my car from day one! Told it would get better gas mileage the more I drove it! That I had no service to worry about if I bought all of their service plans. Bull!!
TIM O. from Hyundai of Cool Springs responded on 06/27/2016

I am sorry for your bad experienceon your last visit. I have looked up your maintenance plan and you have a 5 yr/60,000 mile plan that has oil change every 7500 and rotation every 15,000 miles.


CL
Cindy L.
Murfreesboro, TN
2012 Hyundai Tucson
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
06/25/2016 Category: Service
People are very nice and treats you well
I would recommend for your oill changes and basic upkeep , unfortunately I feel the bigger problems are being ignored
TIM O. from Hyundai of Cool Springs responded on 06/25/2016

Thank you. We appreciate the opportunity to serve you. Thanks for taking the time to rate your experience. I will call you Monday and discuss the trans issue.


JN
Jack N.
South Euclid, OH
2013 Hyundai Sonata
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
06/25/2016 Category: Service
I do not own that car
I told you I traded car in in april
TIM O. from Hyundai of Cool Springs responded on 06/25/2016

Thank you. We appreciate the opportunity to serve you. Thanks for taking the time to rate your experience


Verified Customer
Brentwood, TN
2004 Hyundai Santa Fe
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
06/17/2016 Category: Service
Not a great experience, but the general manager did try to make it right.
Disappointed by the communication I received during the process from the service advisors. The GM did make every effort to make it up to me and it was appreciated.
TIM O. from Hyundai of Cool Springs responded on 06/17/2016

Thank you. We appreciate the opportunity to serve you. Thanks for taking the time to rate your experience


DL
David L.
2013 Hyundai Sonata
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
04/27/2016 Category: Service
Pay Close Attention!
Very friendly service people in the lobby, but possibly very dishonest techs behind closed doors. Be wary….you just might not receive the service you are billed for. Just my recent experience….maybe a one time slip up….maybe not
TIM O. from Hyundai of Cool Springs responded on 04/27/2016

 I would like to apologize if the service was not performed correctly. I will gladly have the service redone for you to give you piece of mind. I can assure you we do not try to hide or be dishonest in any dealings. If the service was not performed correctly I can assure you it was by mistake or the tech would not be employed much longer. We do not do business this way. once again I am sorry you feel that it was not done properly and will gladly redo at your convenience.


SA
STEVE A.
2016 Hyundai Elantra
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
04/12/2016 Category: Service
Lack of concern after the sale
Terrible communication between staff and customer
TIM O. from Hyundai of Cool Springs responded on 04/13/2016

I am sorry Jason did not call you back but it will be resolved on monday. Thank you