Jenkins Hyundai of Ocala is staffed with technicians who provide quality Hyundai repair and maintenance. Call us to set up an appointment today. Jenkins Hyundai of Ocala is staffed with technicians who provide quality Hyundai repair and maintenance. Call us to set up an appointment today.
My vehicle, a 2020 Hyundai Elantra with 91,000 miles — a newly six-year-old car, broke down on the Florida Turnpike on 3/21 and had to be towed to the dealership. After inspecting it, I was sent home with the car on 3/23 and told there was no issue. Unfortunately, after only about 8 minutes of driving, the vehicle broke down again — this time in the middle of an intersection. The condition the vehicle was in when I was told it was safe to take home was clearly a safety concern, given how quickly it failed again.
The vehicle ultimately required a transmission replacement under warranty, but the process to get the repair approved was unnecessarily delayed.
Communication throughout the process was extremely poor. I had to call for nearly every update myself, often waiting 20+ minutes on hold just to speak with someone.
During the delay, my service advisor David repeatedly told me that the approval was pending because the ASM needed to approve the repair and that we were waiting on her. However, during my first in-person visit, I spoke directly with the ASM and was told she was not familiar with my case and that the warranty approval actually required photos that should have already been submitted by the service advisor. She ultimately submitted what was needed and got the process moving again.
After the photos were submitted, Hyundai ordered a field inspector to evaluate the vehicle for approval. The inspector came to the dealership on 3/9/26, and I was told the approval may be ready as soon as 3/10. When the claim was still not approved on 3/11, I made my second in-person visit to try to get clarity on the situation.
Throughout this process I was repeatedly told things like “approvals take about two hours once submitted” and “it should be any day now,” which ultimately proved inaccurate and added to the frustration.
During my second visit, the service manager, Robert, did place a phone call to check on the status and was told that no update was available yet. However, the overall interaction felt condescending, and I was told there was nothing that could be done other than continue waiting.
After that visit, I contacted Hyundai corporate and opened an escalation. During that call I was informed that the prior approval request was open and still pending information from the dealership, which contradicted what I had previously been told.
Once the remaining documentation was finally submitted after the escalation, the approval came through shortly afterward. The transmission was replaced under the CPO warranty.
I understand that warranty approvals can take time, but clear communication, accurate updates, and proper follow-through should be the baseline expectation in a service department. Unfortunately, that was not my experience here.
Additionally, the sales team continued to contact me via phone calls, texts, and emails attempting to sell me another vehicle while mine was in Service and I was getting no updates on it. I asked to be removed from their contact list multiple times and was met with an attitude by one of the sales staff when I responded to his text asking to be removed and not solicited to again.
I’ve since sold the vehicle and the buyer has contacted me to let me know that while the Carfax report shows new brakes were put in while it was in the shop, the brakes on the car are old and were not replaced. The dealership has also falsified records.