RICHARD T BRITT

Maxine W.

Clinton, MD

2011 Hyundai Equus

07/26/2019

Service Type: Maintenance

Verified Customer

Category: Service

Poorest service EVER...

I have been a regular customer at Pohanka Hyundai. However, my experience on 7/24 was the worse experience EVER. When I arrived neither of my regular service provider Mr. Sean Tolton (who has ALAWYS provided me with excellent service) was not there. Ms. Jaqueline assisted me. I told her my reason for coming in was that I had a bad vibration and wobbling in my vehicle that seemed to be coming from the front right wheel. Also, that my TPMS light was on from the last time that I got my car serviced at the dealer. At that time I called back to informed the technician that my TPMS light came on the next day after my tire was serviced and I was told by Demetri that I can just bring it back in and have the light reset. I told him that I would be leaving the country and would bring it back in when I returned. However, I did not. I explained this to Jacqueline and she told me that maybe it was something else. I told her that the light was never reset. Again she told me that it was probably something else If the light did not go off. I then asked it the light could be reset as I was told on my previous visit).

I received a call from Jacqueline informing me that I needed 4 new tires. I asked her if that would fix the issue. She said that she didn't know (it might). But, the mechanic said that he was not going to touch my car until I replaced the tires. I told her that I understand that I need new tires but I needed to know if it was something other than the tires because that was my main concern. She then put me on hold and put the mechanic on the phone. I asked him if he had driven the care because I was more concerned about the vibration and the wobbling in the wheel. He said that he did not have time to drive it and that I would have to leave it for a couple of days for him to perform a diagnostics test on it. I told him that I could leave it until the close of business (I dropped it off around 8:00 am) but I could not leave it couple of days because that is my only means of transportation. He said that he could not do anything until I got the 4 tires. I agreed to have the four tires replaced.

I received a text informing me that my car was ready for pick-up. When I called to ask if the mechanic had driven the car to see if the 4 new tires fixed the problem. Which I told them when I dropped the car off that I think it was more to than the tires. I was told that he did not have time to drive it and it the replacement of the tires was not the issue then it was something else. I knew that much.

When I picked up my car and almost $1,200 the TPMS had not been reset. The issue was not fixed. My car is still vibrating and wobbling. I will NEVER visit Pohanka Hyundai again. This was the worst experience that I have experienced since I purchase my vehicle.

I will leave more reviews and contact the Better Business Bureau as well so that another customer will not have to experience what I had to experience.

Not Recommended

ASIA L C., Customer Service Liaison from Pohanka Hyundai responded on 07/26/2019 03:39 PM

Thank you for your feedback. We here at Hyundai appreciate you sharing your thoughts and concerns; we will reevaluate our approach and intend to leave you with your best experience on your next visit. I have attempted to give you a call, please give me a call back at your earliest convenience or you may also send me an email to acoleman@pohanka.com. I would like to speak more with you about your concerns and hope to leave you satisfied.

ASIA L C., Customer Service Liaison from Pohanka Hyundai responded on 07/30/2019 02:50 PM

It was a pleasure speaking with you; I hope from our conversation, you feel better about our business. As I said we want to retain each and every five star guest that comes into our building. Thank you for taking the time to send in your comments on how you feel management at this dealership resolved your concern. I hope you had a great day and I look forward to seeing you again on Thursday to reslove the concern you are having with your vehicle.

Employees worked with

Verified Customer

Temple Hills, MD

2017 Hyundai Sonata

06/06/2019

Service Type: Repair

Verified Customer

Category: Service

Not the place to go

Every time I take my car for service the price or the service is never what we talked about during the write up.

Not Recommended

ASIA L C., Customer Service Liaison from Pohanka Hyundai responded on 06/07/2019 03:16 PM

Employees worked with

Shalonda H.

Washington, DC

2018 Hyundai Sonata

ReScore Review™

11/09/2021

Verified Customer

Category: Service

Great service

Great customer service and manager was very helpful with my needs and services

Original Review

10/29/2021

Service Type: Maintenance

Category: Service

Long wait for vehicle return and maintenance pricing

Long wait time and maintenance service pricing is ridiculous

DAVID P. from Pohanka Hyundai responded on 11/05/2021 06:28 AM

I am sorry you had a unhappy visit with us. I will reach out to get more information.

Employees worked with

KIRSTEN SHANNON

Verified Customer

Washington, DC

2019 Hyundai Kona

03/20/2021

Service Type: Repair

Verified Customer

Category: Service

Do as you say

If your customers car parts come in call them let them know, don't let them call you and find out your needed part has been with them for 2 days without notification

Recommended

MIGUEL D. from Pohanka Hyundai responded on 03/22/2021 05:45 AM

MIGUEL D. from Pohanka Hyundai responded on 03/26/2021 10:01 AM

It was a pleasure speaking with you, I hope from our conversation, you feel better about our business. As I said we want to retain each and every five star guest that comes into our building. I hope you had a great day and I look forward to seeing you again soon.

Employees worked with

Monica W.

Capitol Heights, MD

2019 Hyundai Santa Fe

07/12/2020

Service Type: Maintenance

Verified Customer

Category: Service

Okay service

When I left my vehicle with the service department they detached my personal keys and left them in my vehicle, then the Service guy turned on my auto start which then locked me out of my vehicle. However Mr. Bishop was able to get me into my vehicle quickly and with a smile!! Oil change took over 2 hours and when I go to College Park there service is always less than that.

Recommended

ASIA L C., Customer Service Liaison from Pohanka Hyundai responded on 07/14/2020 01:53 PM

Employees worked with

WILL BISHOP

Verified Customer

Suitland, MD

2013 Hyundai Sonata

11/07/2019

Service Type: Maintenance

Verified Customer

Category: Service

Highway Robbery

This place cost way to much

Not Recommended

ASIA L C., Customer Service Liaison from Pohanka Hyundai responded on 11/07/2019 02:31 PM

Thank you for taking the time to speak with us here at Pohanka Hyundai and expressing your concerns. We are happy to hear that your service advisor took great care of you while you were here. Please take the time to rescore this survey on how you felt the dealership appropriately took care of your concerns. Thank you again!

Employees worked with

Verified Customer

Greenbelt, MD

2017 Hyundai Sonata

ReScore Review™

04/16/2021

Verified Customer

Category: Service

Service Review

Came to the dealership recently the service that was provided was completed on the day of the visit.

Recommended

Original Review

04/13/2021

Service Type: Maintenance

Category: Service

Hyundai Dealership

I have had my car since 2017 and haven't had any major issues.

Recommended

MIGUEL D. from Pohanka Hyundai responded on 04/14/2021 08:01 AM

Thank you for providing your feedback. We appreciate the time you have taken and we will actively use it to improve our services to you. We would like to invite you back to our business for your next service in an effort to supply you with more efficiency and positive end result. Someone will reach out to you soon.

Employees worked with

Verified Customer

Washington, DC

2019 Hyundai Sonata

ReScore Review™

01/15/2020

Verified Customer

Category: Service

response to recall

My experience with my visit on Saturday was an average visit. They took the car told me it would be about an hour and a half which is was and brought it back completed. But some how my response was marked as a 3 so I received a call from Customer service liaison. Now she was of great help she informed me of guarantees I had and other pertain information I needed and could use. I am glad that she called me back because she is what may the survey and call alot more beneficial. Thank you Asia. Will give you a call if I have any other questions.

Not Recommended

Original Review

01/14/2020

Service Type: Repair

Category: Service

recall

Service was ok came in for a recall was unaware car needed any service. Glad they contacted me for recall.

Not Recommended

ASIA L C., Customer Service Liaison from Pohanka Hyundai responded on 01/15/2020 07:18 AM

ASIA L C., Customer Service Liaison from Pohanka Hyundai responded on 01/15/2020 09:30 AM

Thank you for taking the time to speak with us here at Pohanka Hyundai and expressing your concerns. I am happy that I was able to clear up any questions you may have had regarding your service or your vehicle. If you could please take the time to rescore this survey on how you felt the dealership appropriately took care of your concerns. Thank you again!

Employees worked with

2018 Hyundai Santa Fe Sport

Dovetta G.

08/02/2019

Service Type: Maintenance

Verified Customer

Category: Service

Appointment time not honored

This service department does not honor appointments made on the Hyundai online site. I was told their policy is take first come first served. So why have the option to make an appointment for service. Not sure I will be back to this location.

Not Recommended

RALPH D., SERVICE MANAGER from Pohanka Hyundai responded on 08/08/2019 01:38 PM

Thank you for contacting us for the enclosed matter below. First we would like to express our deepest regret for the inconvenience caused by this unintentional and rare mistake. We are sorry that you were not satisfied by our services and we assure you that your complaint will be handled in a strict and serious way. We take full responsibility for the error and we guarantee that such incidents will not occur in the future. I am happy they where able to get you out in under 1 hour.

Ralph Dykes
Service Manager
Pohanka Hyundai
301-909-7531

Employees worked with

2014 Hyundai Santa Fe Sport

Verified Customer

Upper Marlboro, MD

07/02/2019

Service Type: Repair

Verified Customer

Category: Service

Long wait time

Services are good but take a long time to complete. Not the first time me or a family member had to exceedingly long for simple service.

Recommended

ASIA L C., Customer Service Liaison from Pohanka Hyundai responded on 07/03/2019 02:54 PM

Employees worked with

Robert T.

Washington, DC

2012 Hyundai Sonata

06/06/2019

Service Type: Maintenance

Verified Customer

Category: Service

It's fine

I went in for a simple oil change which was completed in a fairly timely manner. Only issue I had was that they didn't put any sticker or notice on my windshield for what mileage I need to come back for my next change. I guess I'll just have to remember what my mileage was when I went this last time.

Recommended

ASIA L C., Customer Service Liaison from Pohanka Hyundai responded on 06/06/2019 02:36 PM

Thank you for your review! Please respond to this message. I would love to help you resolve this concern. Thank you so much!

Employees worked with

Johnny H.

Upper Marlboro, MD

2014 Hyundai Elantra

05/28/2019

Service Type: Maintenance

Verified Customer

Category: Service

Lack of Communication

I received a text stating my vehicle was not ready yet; however, I never received any notification when my vehicle did complete the service.

Not Recommended

ASIA L C., Customer Service Liaison from Pohanka Hyundai responded on 05/30/2019 03:26 PM

Employees worked with

Charles L.

Lanham, MD

2015 Hyundai Sonata

04/09/2019

Service Type: Maintenance

Verified Customer

Category: Service

Nice

The wait was ok....just wish prices were more reasonable and they should offer car washes after each service...also cover the seats and floors during service.........overall it was ok

Not Recommended

ASIA L C., Customer Service Liaison from Pohanka Hyundai responded on 04/10/2019 04:22 AM

ASIA L C., Customer Service Liaison from Pohanka Hyundai responded on 04/10/2019 03:34 PM

Employees worked with

Verified Customer

Greenbelt, MD

2017 Hyundai Sonata

ReScore Review™

05/17/2019

Verified Customer

Category: Service

Service

Received a response from Asia in a timely fashion.

Recommended

Original Review

04/02/2019

Service Type: Repair

Category: Service

Hours of Operation

If you all close at a certain time then don't have your customers under the impression that you can still get service up until a certain point. Let the customers know that after a certain time you stop taking vehicles for the day.

Recommended

ASIA L C., Customer Service Liaison from Pohanka Hyundai responded on 04/17/2019 05:37 PM

ASIA L C., Customer Service Liaison from Pohanka Hyundai responded on 04/19/2019 12:46 PM

Employees worked with

Tracy B.

Silver Spring, MD

2005 Hyundai Tucson

ReScore Review™

03/31/2022

Verified Customer

Category: Service

Rescore? Everything was just fine the first time!

I was perfectly happy with the service I received a couple of weeks ago. The wait time actually worked in my favor, as I was able to get some priority work done. Don’t punish the service manager because of the wait time.

Original Review

03/15/2022

Service Type: Maintenance

Category: Service

No worries, all went well!

My vehicle felt rough on the highway, so I stopped at the service center. Turns out it was uneven tire pressure, nothing major. Once that was corrected, and the car got a wash, I was pleased I was only charged for the technician’s time.

MARCUS D. from Pohanka Hyundai responded on 03/17/2022 05:14 AM

Thank you for taking the time to provide your feedback. We're glad to hear that we were able to address your vehicle's needs, but it looks like the service could have been performed a bit quicker. You are a valued customer. We will be in contact to discuss the matter further.

Employees worked with

REGGIE WIGGINS

Richard M.

Bowie, MD

2013 Hyundai Elantra

ReScore Review™

02/28/2022

Verified Customer

Category: Service

Oil Change and brake inspection

Marcus was great and is very detail and show me everything on my inspection report that i need to take of as soon as i can

Original Review

02/24/2022

Service Type: Maintenance

Category: Service

Great service job

Great service job done on my car with an inspection list of of items i need to fix soon and my car was clean when i picked it up.

MARCUS D. from Pohanka Hyundai responded on 02/25/2022 03:50 PM

Thank you for the feedback! We will be in contact to discuss your recent service visit.

Employees worked with

MARCUS DOMINGUEZ

Janet F.

Fairmount Hgt, MD

2018 Hyundai Elantra

10/22/2020

Service Type: Maintenance

Verified Customer

Category: Service

Janet Fortson

Staff is always friendly and your out on time.

Recommended

MIGUEL D. from Pohanka Hyundai responded on 10/23/2020 04:47 AM

Thank you for your feedback Janet. We here at Hyundai appreciate you sharing your thoughts and concerns; we will reevaluate our approach and intend to leave you with your best experience on your next visit.

Employees worked with

KIRSTEN SHANNON

Verified Customer

Brandywine, MD

2020 Hyundai Elantra

10/16/2020

Service Type: Repair

Verified Customer

Category: Service

My Rep Will

Overall, some of the past reps just would not listen. Some had attitudes... unnecessary! This was last year. Now I have a 2020. Not a lemon. Mg service experience was like night and day. Again, I was very satisfied with my Rep; Will..

Still not sure about future service returns. Time will tell.

Thank you.

Not Recommended

MIGUEL D. from Pohanka Hyundai responded on 10/19/2020 05:04 AM

Thank you for providing your feedback. We appreciate the time you have taken and will actively use it to improve our services to you. Feel free to follow up with any questions or concerns regarding your service with your Advisor.

Employees worked with

WILL BISHOP

Keyaira J.

Clinton, MD

2017 Hyundai Elantra

10/07/2020

Service Type: Maintenance

Verified Customer

Category: Service

Convenient Location & Kind Front Desk Staff

I went to Pohanka Hyundai on October 5, 2020 to get a new wheel lock kit. When I arrived I checked in with Will. He greeted me shortly after I walked in. I explained why I was there and before checking me in Will made sure I knew the price of my service. He also let me know the estimated time for my service to be completed. My car was serviced within the estimated time block and Will let me know when my car was ready. He walked me over to the cashier who was also pleasant to talk with. I do not remember her name but she got me checked out and handed me my receipt and keys. I walked outside and my car was waiting and ready.

Recommended

MIGUEL D. from Pohanka Hyundai responded on 10/08/2020 08:58 AM

We appreciate your AMAZING feedback about our business and employees Keyaira. We do take pride in catering to our guests’ needs the best way we can. We here at Hyundai look forward to seeing you again

Employees worked with

WILL BISHOP