Service Manager saves the day.
I brought my 2020 Santa Fe in to have a two hitch (no harness) installed. I had called the week before and spoke with both the parts and service departments to first verify the part was available and second schedule to have it installed. I arrived on the scheduled date and time and was immediately checked in by Andrew who verified I was having a hitch installed and said he'd contact me as soon as it was ready. Four hours later I return to pick up the vehicle and that when things began going sideways. When Andrew started the check out process he noticed "an issue" and had to go to the garage to to speak with the service technicians. Apparently they had installed the harness even though it wasn't on the work order. Red flag number one. Next he quizzed me about if I had received a quote and "pre-paid" for the hitch when I had called the week before because according to his paperwork the hitch was a "special order". Red flag number 2. I informed him that "no I wasn't given a quote for the job, but was told by the part guys that the part would be $385 and if I wanted to schedule it he would put it on hold for me", so he transferred me to the service department and we schedule the job. Andrew then verified that I was never quoted the number of hours for the job which I hadn't been. Red flag number 3. At this point he informs me that the labor for the install would be 3 hours for approximately $500 on top of the cost of the part making the total bill roughly $1,000. I told him that was totally unacceptable and proceeded to show him why. At this point I showed him the Hyundai app accessories page with Edmond Hyundai selected as my dealership. On the page it clearly shows the Tow Hitch for a 2020 Santa Fe for a cost of $568 labor included. After a minute or two of consideration, Andrew proceeded to go discuss the matter with his Service Manager. Before long, the Service Manager (I forget his name) returns with Andrew and admits that there was a breakdown in process when I first dropped the car off, meaning the work order should not have been processed without a pre-approved quote at which he asks "what can we do for you?" I immediately show him the Hyundai app page and told him "this is what I came in ready to pay today. Honor that price." He read the page over and without hesitation or debate Immediately approved the job at the price advertised on the web app.
That's a long story, but I wanted to illustrate that what could've been a very touchy encounter in my opinion, was resolved quickly and sensibly in a customer friendly manner by a Service Manager who understands the long term value of customer experience over the short term gains in a one-time encounter. This Service Manager saved this review from be a one star experience and instead I'm rating this experience 5 stars.