Overview

Overall Rating 4.54/5Overall Rating 4.54/5Overall Rating 4.54/5Overall Rating 4.54/5rating 4.54

1803 Reviews

ReScore Reviews™ (71)

ReScore
Overall Rating 4.1971789/5Overall Rating 4.1971789/5Overall Rating 4.1971789/5Overall Rating 4.1971789/5rating 4.1971789
Original
Overall Rating 2.4571429/5Overall Rating 2.4571429/5rating 2.4571429rating 2.4571429rating 2.4571429
92% Would Recommend
93% Business Response
Latest Review 1 day ago

Reviews


AR
Anginita R.
Sopchoppy, FL
2009 Hyundai Genesis
Verified
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
08/17/2018 Category: Service
Werner Hyundai Service Dept
The Service Department at Werner Hyundai is the best. Marcus Ancheta always takes the time to thoroughly explain what services my car need with great detail. Everyone is always so nice and professional and go above and beyond to ensure that my visit is always pleasant. Highly recommend Werner Hyundai!

WT
William T.
Tallahassee, FL
2014 Hyundai Accent
Verified
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
08/17/2018 Category: Service
Good Service
Better than previous times. Efficient.

DH
Debbie H.
Perry, FL
2015 Hyundai Elantra
Verified
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
08/16/2018 Category: Service
Clean friendly great service
fast friendly service

SH
Samual H.
Tallahassee, FL
2013 Hyundai Elantra Co
Verified
Overall Rating 1/5rating 1rating 1rating 1rating 1
08/15/2018 Category: Service
Service ignored safety issue for a month.
Electrical safety issue in my car (windshield wipers would randomly shut off in rain), occurred right as warranty for part responsible expired. Was told they’d look into warranty applying; I did not hear back for a month. Was repeatedly told “day after tomorrow.” This left my car undrivable in the rain for a month. In leaving the problem unchecked, the car battery was ruined. Once concerns were successfully voiced, was told if anything to be thankful for partial warranty coverage. Corporate help line provided no assistance.

In response to the request to re-review, I can't in good faith alter the rating. I understand that the situation may have been solely in corporate control, but the utter failure in communication is the main driving force behind this low rating. This would be a different conversation entirely if Chuck had laid out an accurate timeline for the process, or had proactively keyed me into delays as they happened.

Instead, I had to repeatedly call to figure out the slightest detail of what was going on, and was strung along with promises of "day after tomorrow" and "I'll call at 5pm." The short timeframes that were promised stopped me from taking the issue elsewhere to be fixed, leading to the electrical problems escalating. My own attempts to call were repeatedly sent to voicemail despite coworkers saying he was there, and eventually immediately hung up on.

While I appreciate you all going to bat for me, by leaving me waiting in the dark for a month, you've dramatically lessened any impact that had.

Overall Rating 1/5rating 1rating 1rating 1rating 1
08/15/2018 Category: Service
Service ignored safety issue for a month.
Electrical safety issue in my car (windshield wipers would randomly shut off in rain), occurred right as warranty for part responsible expired. Was told they’d look into warranty applying; I did not hear back for a month. Was repeatedly told “day after tomorrow.” This left my car undrivable in the rain for a month. In leaving the problem unchecked, the car battery was ruined. Once concerns were successfully voiced, was told if anything to be thankful for partial warranty coverage. Corporate help line provided no assistance.
GARY A. from Werner Hyundai responded on 08/15/2018

Mr. Holder,

We have received your service survey from Hyundai. We would like to thank you for taking the time to provide us your feedback regarding your recent visit. Based on your comments, we would like to apologize for not meeting your expectations on this visit.

Additionally, when reviewing your survey here at the dealership, we use the information you have provided us to coach our employees and to review our internal processes so that we can meet all customers’ expectations.

In the case of your survey, I am very familiar with your vehicles failure, the repair that was needed and that your vehicle was out of warranty coverage for that repair. Hyundai’s responsibility for your vehicle and its warranty coverage had completely expired. Once this was brought to my attention, I suggested that we go to Hyundai and ask for goodwill assistance to try and help you out with the repair. Unfortunately, at our dealership level, we do not have the empowerment to make those goodwill decisions. So, we went to bat for you with Hyundai.  

Chuck, you service advisor, did in fact did contact Hyundai and submitted the proper goodwill request. Unfortunately, the request came back denied from Hyundai. When Chuck learned this, he informed me of the denial. I asked him to provide me the details and I would see what I could get done through a different source within Hyundai. As a result, and after a little time, I was able to get an approval with a deductible/co-pay as if you had purchased an extended service agreement and, it would have been a covered component under that agreement had you chose to purchase it. In the end, it was merely a goodwill gesture from Hyundai to assist you with your repair. Great News!    

Regarding the score on the survey, this is a direct reflection on how well the “service advisor” could get the repair completed on your vehicle. This is his personal report card to Hyundai and the owners. If you feel he personally performed better than the one star given, we will send you a rescore opportunity so you may change this score to reflect "his" personal performance. Thank you in advance for your consideration. Chuck defiantly worked hard to get you some assistance on this repair.

I must apologize for the lack of response you received from Hyundai Corporate. Again, this is an area we don’t have any control over at the dealership level. I have sent the comments you provided to the proper corporate area of Hyundai regarding your contact of the consumer affairs department. I know that can be frustrating.

If there is any time that we can be of assistance here at Werner Hyundai, please feel free to reach out to me personally here at the dealership. We truly appreciate your patronage. We look forward to your next visit and meeting your expectations. We hope that you choose us for all your automotive needs. See you soon.

Sincerely,

Gary Atkinson, Service and Part Director, Werner Hyundai

 


Verified Customer
Howey In The Hills, FL
2013 Hyundai Santa Fe S
Verified
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
08/15/2018 Category: Service
service and repair
Fast and efficient

TR
Tiana R.
Thomasville, GA
2011 Hyundai Sonata
Verified
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
08/14/2018 Category: Service
Horn Issues
I went in because my horn went out. I made an appointment. I got there a little early and the team was able to get me in asap. I did wait almost hours, but it was worth it. I have my horn fixed.

KM
Kathryn M.
Crawfordville, FL
2018 Hyundai Sonata
Verified
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
08/13/2018 Category: Service
GREAT CUSTOMER SERVICE!!
MARCUS ANCHETTA IS THE BEST!!

KS
Keith S.
Tallahassee, FL
2018 Hyundai Elantra
Verified
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
08/12/2018 Category: Service
Great people
It is always a pleasure to visit, they are just great in every way

MB
Mary B.
Tallahassee, FL
2010 Hyundai Elantra
Verified
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
08/12/2018 Category: Service
Friendly, clean
Chuck Gay was my service advisor and he is great. He was able to get my car in same day and work was complete and fast. He's always very pleasant and has great attitude.

JH
Jessica H.
Gainesville, FL
2017 Hyundai Tucson
Verified
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
08/12/2018 Category: Service
Great service!!
Lisa is the best!! I just love it when she is there. She is always friendly and remembers me. The service was faster than expected and they even did a recall I didn’t know about while I was already there so I didn’t have to make a second appointment.

KC
Kathleen C.
Tallahassee, FL
2017 Hyundai Tucson
Verified
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
08/11/2018 Category: Service
Kathy
Very accommodating. Fast and affection.

CW
Cheryl W.
Havana, FL
2017 Hyundai Tucson
Verified
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
08/10/2018 Category: Service
Maintence Servicw
This is the 2nd vehicle I have purchased from Werner Hyundai. I have been very happy with my purchases and all service appointments.

PO
Phillip O.
Tallahassee, FL
2017 Hyundai Santa Fe S
Verified
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
08/10/2018 Category: Service
2017 Hyundai Sport ultimate
Great service

Verified Customer
Moultrie, GA
2017 Hyundai Veloster
Verified
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
08/09/2018 Category: Service
Plan to Spend Some Time Even If You Have An Appointment
Great coffee.
GARY A. from Werner Hyundai responded on 08/10/2018

Ms. Dumas,

We have received your service survey from Hyundai. We would like to thank you for taking the time to provide us your feedback regarding your recent visit. Based on your comments, we would like to apologize for not meeting your expectations on this visit.

Additionally, when reviewing your survey here at the dealership, we use the information you have provided us to coach our employees and to review our internal processes so that we can meet all customers’ expectations. In the case of your survey, we understand we had a mechanical issue with our vehicle washing system and it created a delay in getting your vehicle finished. This can happen from time to time unfortunately since we have automated systems to help us in our processes. Please accept our apologies for any delays this may have caused.

If you’re back in the area, we would like to make this up to you and offer you a service wash at no charge to you while you wait. Please let us know when you will be back in the area.  

Regarding the score on the survey, this is a direct reflection on how well the “service advisor” Phil could get the service completed on your vehicle. This is his personal report card to Hyundai and the owners. If you feel he personally performed better than the three stars given, we will send you a rescore opportunity so you may change this score to reflect "his" personal performance. Thank you in advance for your consideration.

If there is any time that we can be of assistance, please feel free to reach out to me personally here at the dealership. We truly appreciate your patronage. We look forward to your next visit and meeting your expectations. We hope that you choose us for all your automotive needs. See you on your next visit.

Sincerely,

Gary Atkinson, Service and Part Director, Werner Hyundai

Philip H. from Werner Hyundai responded on 08/10/2018

Good Morning Ms xxxxxx,
My apologies for keeping you here at the dealership for so long on the day of your recent service.  We normally complete the sort of maintenance we performed on your car in an hour and 10 minutes or less.  On that day, we had a problem with our car wash, which was sadly beyond my controle.
In retrospect, I should have informed you sooner about the issue we were having  in order to have you on your way in a more timely manner. 
Again, my apologies.

While the survey you recieved does not make this clear, your score is a reflection on my performance alone and effects only me.  If you would be willing to rescore the survey I would be gratefull.  
My Best, Phil Holland


Verified Customer
Tallahassee, FL
2012 Hyundai Accent
Verified
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
08/09/2018 Category: Service
Friendly, accommodating, good communication, a bit pricey
The staff were great! Lisa communicated everything that my car needed, and explained what was going on, gave me a breakdown of the pricing. Michelle gave me a ride to and from work while my car was being serviced so I didn't have to wait. The overall price was higher than I expected, and I'm not sure if I needed one of the service items, that's why I decided to wait on this one. But it is convenient that the dealership is close to my work and Lisa communicated everything well. Thank you.

Verified Customer
Quincy, FL
2017 Hyundai Santa Fe
Verified
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
08/09/2018 Category: Service
good friendly service
I am always pleased with the service i receive

TS
Timothy S.
Tallahassee, FL
2017 Hyundai Accent
Verified
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
08/08/2018 Category: Service
Fast friendly service!
The service to the Accent was very fast amd effecient!! No problwms there!! Even though its a curtisy wash and vaccum they could have done a whole lot better job at both. Not so happy with that side of things!!

MS
Martha S.
Carrabelle, FL
2018 Hyundai Santa Fe S
Verified
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
08/07/2018 Category: Service
Service
Lisa is a great service writer. I trust her.

DH
Deborah H.
Tallahassee, FL
2015 Hyundai Genesis
Verified
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
08/07/2018 Category: Service
The excellent service by Marcus
Marcus is wonderful, courteous, professional and fast!

Verified Customer
Tallahassee, FL
2017 Hyundai Tucson
Verified
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
08/07/2018 Category: Service
Nice Dealership
They are friendly, courteous, helpful and the everything is clean. They offer water, coffee, and relaxing message chairs while you wait.