Get ready to take the blame for the employee's mistake!
I left the dealership close to 5pm.... I had a 1pm appointment to get my oil changed. I arrived a few minutes early. First, I stood in line to see the sole customer service agent, Barb, who ignored me for almost 15 minutes while she was helping another customer. I understand waiting for my turn, but having worked in retail for a few years, I know to at least ACKNOWLEDGE the people in line that you appreciate their patience and will be with them shortly. However, I got nothing. Finally when I did get her attention, I mentioned that I was wondering if they could also check my alignment - as I wasn't sure if my car was pulling to the right because of tire pressure or if it truly needed the alignment done. She tried to go ahead and sell me on the alignment, which I said I would do IF that's what my Santa Fe needed, but that I would like someone to check it first. After seeing customers come and go from the dealership, I finally asked Barb after 2.5 HOURS if my car was close to being done. She was busy with another customer so a service tech checked on it. The tech said she did not check her computer and that my car had been ready and graciously offered to go ahead and do the alignment if I didn't mind waiting another 45 minutes. Finally at 4:45 I was told my Santa Fe was ready to go. I went to go pay and Barb, the customer service agent, was rude and blamed ME for spending my WHOLE AFTERNOON at the dealership when I asked her if she could do anything for me spending almost 4 hours there. I have a prepaid oil change package, so I just had to pay for the alignment. Barb offered to get me 10% off but complained the next few minutes OUT LOUD while she had to go back in the computer and make the price adjustments. The service manager was not in his office when I left, so I left him a message, which he returned that afternoon. He told me that for my troubles, he would refund the whole alignment and that he would call me the next day to confirm if he could refund my card or if he would have to have the finance department issue me a check for the amount. A few days went by without hearing from him, so I called him to inquire. I left him another message and never heard back from him. I'm still waiting on the refund I was promised.