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Issue 97

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David M.

Matthews, NC

06/10/2023

Category: Service

Service of my 2020 Elanta

I had my 2020 Hyundai Elantra towed to Keffer Hyundai service on Monday May 22 2023. Realizing it was not an appoint ahead of time, I was prepared, based on what I figured was the problem, to take a better part of the week. By the end of that day I received a text saying I now had appointment for Wednesday the 24th at 8:30 am. I didn’t bother to call or check on status until Thursday afternoon the 25th. I was told by my service coordinator Rebecca Knupfer that they were notable to get to it but hoped to look at it Friday. When Friday afternoon came I checked in late afternoon and was told the same thing again. At that point I asked for a loaner car since I was now at a real inconvenience but was told that was not possible until they knew the nature of the repair and verified with my third party warranty. Now it’s Memorial Day weekend and would be Tuesday before they would look at it. I didn’t bother them until late day Wednesday the 31st. No response until I became angered in my email and asked for a response as to why my car had not been looked at. On Friday June 2nd I walked into the dealership and spoke to Rebecca. She still hadn’t looked at the car so I asked to speak to her Manager. He basically gave me the story that he had walked into a dealership two weeks ago with nearly a 500 car backlog and was now down to 300. I told him that I was sorry but if that was the case I would just have appreciated them to tell me that it would be two weeks before they could do anything then it would have been my decision as to take car elsewhere. On Monday morning the 5th they still had no time frame so I call another Hyundai dealership down the road and had car towed there and repaired next afternoon. Without a doubt one of the worst dealerships I have ever dealt with. Need to get a handle on how to deal with the customer and a bad situation.

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