Kurt went above and beyond to make it right!
I initially wrote an honest but unfavorable review based on a poor experience. Kurt, the Service Manager, gave me a call and we had a great discussion. He validated my concerns and let me know how he had addressed it internally. I appreciated his sincerity and honesty. He went above and beyond to make me feel comfortable about coming back to hopefully get the great service we had been used to from this dealership.
Very disappointed after having great experiences previously
Unfortunately, I had a poor experience. I had previously been to this dealership around 7k miles and my husband had recently been and raved about the service so I decided to take it there for the 15k mile service. I booked online. When I got there I was met by gentleman who was friendly but extremely busy. He received multiple phone calls while trying to check me in. I let him know my husband was waiting outside to take me back to work. A woman also showed up at 1:15 stating that she assumed her car was done since he told her 10:30 but she had not received a phone call. He apologized and said he thought he had called her. Then my adviser said he was going to do a "quick" free alignment. The other gentleman didn't know how to do it so my adviser went out in the bay to show him. 10 minutes later he came back and stated that since they looked like the three stooges trying to figure it out he would go ahead and finish with me. He confirmed the 15k miles and stated that it would be close to $325. I was flabbergasted but didn't have time to argue about it because by this time it was 1:30 and I had been there since a little before 1. Back at work, I looked online again and could not figure out how in the world it was going to cost $300. I realized that synthetic oil would be more but other than that, couldn't figure out what would cost so much. I was called around 4:30 to let me know that the car did need an alignment. Based on what I had seen earlier in the day I had zero confidence in this and was already upset on the charges. I started calmly asking questions about the charges and it was stated that what I had seen online was the "basic" 15k mile service which didn't include synthetic oil or a tire balance only the rotation. He also stated that they had done a battery service of some type which is why it was more expensive. I went back online and realized that the synthetic oil and the "balance" portion of my tire rotation should have at most only been about another $60. My husband and I went in to pick the car up and I calmly started asking about the charges. I told him what I found and he started mentioning other services that were different than the "basic". At this point unfortunately my husband was furious and got involved and it did not stay pleasant. In order to diffuse the situation, I just paid the $305. It's a shame because we had really enjoyed our visits previously but this time it felt like a giant ripoff with "extra" services that couldn't really be explained in the charges nor was it explained up front that these were "extra" services to the "basic" 15k service. I do not drive the car under severe conditions and nowhere online does it show anything then a regular 15k service when driven under normal conditions. I will take the blame for not challenging the charges before I even allowed them to start the work. Considering my husband and I both on Hyundai vehicles that aren't even two years old, they lost a lot of long term business.