Murdock Hyundai is conveniently located in Murray, UT. Our service center is staffed with expert technicians who provide quality Hyundai repair and maintenance. The Murdock Hyundai’s factory certified technicians are trained to ensure your Hyundai runs well for the road ahead. Call or email us to set up an appointment today. Murdock Hyundai is conveniently located in Murray, UT. Our service center is staffed with expert technicians who provide quality Hyundai repair and maintenance. The Murdock Hyundai’s factory certified technicians are trained to ensure your Hyundai runs well for the road ahead. Call or email us to set up an appointment today.
Having received no email confirmation or any sort of communication confirming the appointment, I called June 7th, 2023 to confirm with them that my appointment request had gone through. The service department at Murdock confirmed and advised that I could drop my vehicle off earlier than my appointment time that was scheduled for June 8th, 2023 at 3:15 PM.
Thursday, June 8th, 2023: I dropped my vehicle off to Murdock at approximately 7:48 AM.
Thursday, June 8th, 2023: received a call from Jeff at Murdock at 12:02 PM letting me know that they were looking at my vehicle and that he was having issues finding my warranty policy. They were unable to find it by my name or vehicle so I provided the exact policy number.
Received 2 more calls at 12:48 PM & 1:38 PM that I missed as I was in meetings.
I called Jeff back at 2 PM but he was unavailable and I was unable to leave a voicemail for him.
Friday, June 9th, 2023: Jeff called me back at 11:35 AM to explain all the repairs needed for my vehicle, as well he explained that the total cost was $5,800 but the warranty was covering $5,600 and I only had to pay $200. Jeff also advised that my vehicle was due for $1,400 in routine maintenance. Jeff broke down all the different maintenance required for me and I confirmed that Murdock could proceed with it. Jeff advised that all the repairs and maintenance would be completed by Thursday, June 15th, 2023.
Saturday, June 17th, 2023: I had received absolutely no communication even though the committed due date had passed. I received a call at 4:49 PM from Jeff advising that although Murdock had ordered 2 suspension arms, Ford had only sent 1 so they were waiting for the 2nd to arrive so they could finish the needed repairs. Jeff stated that the missing part was to arrive on Tuesday, June 20th and therefore my vehicle should be completed and available for pickup by Thursday, June 22nd, 2023.
Monday, June 26th, 2023: Again, having received NO communication even though the committed deadline had passed, texted Jeff and asked for an update at 8:35 AM. Having received no response, I called Murdock at 2:04 PM for an update. Because I was put on hold a few times for long durations, this call lasted 10 minutes. I was advised by the Murdock service department representative that Jeff was out so she was going to find another service advisor to assist me. I believe his name was either Troy or Trey assisted me in Jeff’s absence. During that call he was not able to give me a status but advised that he would find out and get back to me. This service advisor called me back at 2:44 PM to advise that my vehicle was currently being worked on and would be done either that same day or the next morning (Tuesday, June 27th).
Tuesday, June 27th, 2023: Again, having received NO communication even though the committed deadline had passed, I called Murdock at 3:05PM for an update and was told to call back on Thursday, June 29th.
Thursday, June 29th, 2023: I called Murdock at 11:39 AM and spoke to Jeff. Jeff advised that the parts had “magically showed up that morning” so my vehicle would be done either that day or the next (Friday). I expressed to Jeff how frustrated and upset I was at the lack of communication I was receiving. I explained that I understand that things happen but when they do, I at least need to be communicated to about them so I could then set expectations with the people that I was relying on for transportation. MULTIPLE deadlines that they committed to had been missed and they failed to communicate through any of them. Jeff committed to communicating with me DAILY even if there wasn’t an actual update. At 5:56 PM, Jeff sent me a text confirming that “The Lincoln is going into tomorrow”.
Friday, June 30th, 2023: I was supposed to leave for a vacation this morning but had postponed as I expected my vehicle’s repairs to be done and I would be picking it up. At 4:04 PM I received a generic text from Murdock stating that once my complimentary Multi-point inspection is done, they will text me if any additional services are needed. Not understanding why I would receive that text, I responded at 4:26 PM and asked Jeff if that message meant that my vehicle was still not done with the repairs. At 4:35 PM I received a call from Jeff who advised that the repairs had been finished; however, during the test drive, one of the repaired axles broke. They would have to get a new axle but it is a very easy repair so Jeff was adamant that my vehicle would be done and available on Monday, July 3rd. Jeff at this point asked if I needed a loaner vehicle. I advised that I was already missing a day of my planned vacation but I would be leaving tomorrow (Saturday) for vacation so I would only need a loaner vehicle from them if my vehicle was not done on Monday as he was committing. He again was adamant that it would be done on Monday. I advised that I was returning from vacation on Tuesday so I would be able to pick up my vehicle on Wednesday when they were open again. I made it very clear that I would absolutely need a loaner vehicle on Wednesday if my vehicle was not ready as I would be in a dire situation without transportation.
Wednesday, July 5th, 2023: Again, having received no communication after the committed deadline had passed, I text Jeff at 8:12 AM for an update. Having received no response, I called Murdock at 9:41 AM to get the status of my vehicle. The service representative advised that Jeff was unavailable to assist me as he only works Thursdays-Saturdays. Jeff had left no updated notes on the status of my vehicle so I would need to call back tomorrow (Thursday) when Jeff was available. I panicked a little as I had told Jeff that not having my vehicle or a loaner vehicle from them on Wednesday would put me in a difficult situation, I explained this to her and stated that Jeff had committed a loaner vehicle to me today so I therefore could not wait until tomorrow to receive an update. She responded that she would try find someone to help or try to get in contact with Jeff but if not, I would have to follow up tomorrow. To me, this clearly indicated that I would not be receiving the pressing help that I needed today.
Thursday, July 6th, 2023: Knowing that the Service department is open at 7 AM, I tried calling them at 7:34 AM but received an automated message that they aren’t open until 8:30 AM. At 8:44 AM I texted my Service Advisor, Jeff, and requested that he have a manager contact me as soon as possible. At 9:34 AM Jeff texted back, “Hi Tiffanee, Your Lincoln is ready for pickup. SO So So sorry for the delay.” At 10:37 AM, I responded back to Jeff stating again that it is not so much the delay that I am upset about but rather the lack of communication and disregard from the service team for the situation they put me through by not updating me and not having a loaner vehicle that he had committed to. At 11:53 AM, Jeff replied, “Understood and I do apologize for the lack of communication on my behalf”. The remainder of the responses back and forth were about where and how I pick up my vehicle and pay.
I arrived at the dealership to retrieve my car at approximately 4:20 PM. Going into the service trailer I was helped promptly; however, I was initially advised that they could not find my car (actually the paperwork to my vehicle so they could confirm the assigned number to my vehicle), and my assigned advisor was at lunch, off-site and they couldn’t get ahold of him. They advised that I would have to wait until he was back but they would keep trying to get ahold of him until then. Upon Jeff arriving back from lunch, they were able to find the paperwork for my vehicle and therefore able to find my vehicle. While waiting approximately 8 minutes for Jeff to come into the service trailer to speak with me, I had to overhear the conversation of the Murdock employees in the room next door. These employees were talking about their dating lives (fine, not a big deal) except in the conversation they said the F-word twice, the S-word once and discussed how one of the girls in their life (a girl they dated or who was interested in them) looked like a fish. Fortunately, I am not an easily offended person but a LOT of people nowadays are, and being subjected to the profane language and hearing them disrespect a female could have caused some major issues. My shock was that these employees were to that level of unprofessionalism that they were totally at ease having this type of conversation and using that type of language in an area where customers didn’t have an option of hearing it.
Additional details from my experience in picking up my vehicle on July 6th:
While waiting, I engaged in conversation with another customer who was there picking up her vehicle from getting repairs. Without sharing any details of what my experience was, only except that Murdock had had my vehicle for 4 weeks, she stated that Murdock originally had her vehicle for 5 weeks, when she received it back the engine light was on for an emission purge valve so she took it back, they said that they fixed it so she picked up her vehicle again but within a week the same exact issue popped up again and this time they repaired some hoses. This was concerning for me as something so similar had happened to me. In August 2022, my water pump went out, Murdock fixed it, and upon picking it up, the check engine light was on (it was NOT on previous to it going to Murdock). The code was P0443 for the EVAP Purge Control Valve or Circuit. That was one of the many repairs that Murdock was fixing during this visit. Upon picking up my vehicle on July 6th, the check engine light was not on (as expected since that issue was supposed to be one that was fixed). However, when I took my vehicle to get the emissions/safety inspection for the tag renewal on July 10th, during the inspection a code came up, of course, this was the exact same code that I had taken it in to be fixed, P0443 EVAP Purge Control Valve or Circuit.
Also, going back to the reason that I needed to wait in the service trailer to speak to Jeff, he told me the cost to me for all the extra maintenance items I agreed to would be $1,400 plus $200 for my warranty deductible for the repairs, therefore, my expected total was $1,600 but I was now being asked to pay $1,796.90 I was expectantly confused by the difference of almost $200. The difference was legitimate, tax that was not included in his quote, but again, simple communication could have made this situation so much better and easier to deal with.
Friday, July 7th, 2023 to present day: I notice a noise coming from the rear end of my vehicle every time I go over the tiniest of bumps, a knocking noise. For the bigger bumps, there are knocking noises on both sides and sometimes a double “knock”. I was advised by an ex-mechanic that this knocking noise was probably the rear struts. Also, there is something on the front, underneath of my vehicle that is being held on by zip ties (maybe this is normal to use zip ties to hold pieces of vehicles together but it doesn’t seem right).
Monday, July 10th, 2023: Having my vehicle’s registration expire in May, I took my vehicle in to get the emissions and inspections at my soonest opportunity. During the inspection, my vehicle presented a code: P0443 EVAP Purge Control Valve or Circuit.
Friday, July 14th, 2023: The check engine light turns on again; expectedly since the code was found during the I/M. Also, a warning message comes on my dash that reads: Check Fuel Fill Inlet and my vehicle starts leaking fuel, to the point that there is a stream of dried gas down the side of my vehicle. 7/24/2023 update, the warning message Check Fuel Fill Inlet no longer appears on the dash.
I cannot say that Murdock caused additional issues to my vehicle but it does seem suspicious as another customer with a different make of vehicle had a similar experience as I did and after having my vehicle for 4 weeks to repair it, there are so many more issues with it. To be clear, there is no factual evidence to substantiate this claim, it is only my suspicion/feeling from hearing the other customer’s experience and now having my own experience.
Tuesday, July 18, 2023: At 8:11 AM I sent an email to a “sjack” from Murdock whom I had received a “Thank You For Your Business” email from. I provided the 5 pages of these details to explain why I was seeking their consent to waive the contract terms that stipulated that I am forced to use their services for mechanical repairs if I want the warranty company to pay for it. Not receiving any response (which it is possible that the sjack email address isn’t a monitored inbox), I decided to call Murdock. After waiting on hold for approximately 10 minutes & 30 seconds, I was finally able to request to speak with a manager. I then waited on hold for just a bit longer, (I wasn’t able to actually time it but I believe it was 1 minute or less) I was then able to speak with Nicky who was so extremely kind and helpful. Nicky advised that she would have to work with a Finance Manager to obtain the consent for me but she would have it emailed to me as quickly as possible and if I hadn’t heard anything within 30 minutes then she would follow up with me (this, in my opinion, is great customer service).
At 3:51 PM, minutes of hanging up with Nicky, she called me back to advise that the Finance Manager had told her that this consent has to come from the Owner, Blake Murdock, and just to be aware that consent hasn’t been given in a few years but they needed to start by knowing the reason behind my request. I advised Nicky that it was due to my bad experience with Murdock that I never wanted to have to work with their company ever again and I had 5 pages of details regarding that experience that I could send her. Nicky emailed me while I was still on the phone with her to make sure that I had her email address to send all my details to. Nicky advised that she was the contact that would help me through trying to get this waiver (again, great customer service, that if the service department had even a little of this, we wouldn’t be in this predicament). At 3:56 PM I emailed Nicky all the details of my experience that I compiled.
Friday, July 21, 2023: After not hearing anything for a few days, at 9:44 AM I emailed Nicky for an update:
“Happy Friday Nicky,
I just wanted to follow up to see if there is any update on this request, please.
If Mr. Murdock is not going to provide his consent to waive the contract term, I do need to get my vehicle into your repair shop at the soonest opportunity and I will need a loaner vehicle while your company has possession of mine to repair it.
With an apparent fuel leak, it is frightening to have to drive my vehicle so I would like to get this taken care of as soon as possible.
Thank you again for all your help and support in this matter.
Respectfully,
Tiffanee”
At 3:51 PM, I receive a call and voicemail from Denim Simkins, the service manager at Murdock. In the voicemail, Denim apologized and advised that he was aware of some of the items like the parts delay but wasn’t aware of the entire situation. Denim advised that he wanted to help and make things better however he could.
Tuesday, July 25, 2023: Being out of town for the holiday, I wasn’t able to call Denim back until the following Tuesday at 10:43 AM. When I got to the voicemail though, the recording stated that the number belonged to Stuart Jack so I did not leave a voicemail. After researching, I found that Stuart is/was an employee of Murdock so I called again at 1:26 PM and left a voicemail for Denim this time.
At 8:06 AM, I received an email from Denim that I didn’t see until the following morning. The email stated that Denim “tried calling a couple of times”, however, my phone only has record of receiving 1 call from him on Friday, 7/21. The email:
“Good Morning Tiffanee, I have tried calling a couple of times and may have missed your call back. I wanted to connect to discuss this previous visit and the issues that were brought up. First and foremost I wanted to apologize and ultimately take every action possible to remedy the issue.
Please let me know when it would be a good time to connect.
Looking forward to talking in the future,
Take care,
Denim Simkins
Service Manager
Murdock Hyundai of Murray”
Wednesday, July 26, 2023: At 8:38 AM I replied back to Denim’s email:
“Good Morning Denim,
I received your voicemail on Friday. I apologize for missing your call; had I known to expect your call, I would have taken my phone to my meetings. Nevertheless, I greatly appreciate your call on Friday and following up with this email yesterday. I tried calling twice yesterday and somehow missed this email from yesterday morning. Just so you are aware, the voicemail on the number that you called from 801-639-1514 states the name of Stuart Jack. It was for this reason that I was hesitant to leave a message the first time I called at 10:43 AM; however, upon researching, it looks like Stuart may have been an employee at Murdock so when I called again at 1:26 PM, I did leave a message.
Please let me know what actions you have in mind to remedy the situation with my vehicle. As I have a very long, busy work schedule, email or text is the best way to reach me but if you need a phone call to discuss, please provide a few available times that you have and I will work some availability into my schedule. If at all possible, I would like to get my vehicle to the service/repair shop today but as I stated previously, I absolutely have to have a loaner vehicle. I have meetings this morning until 1 PM and then again at 4 PM so if it would work for you, I could bring my vehicle between 1 and 3 today. Otherwise, I can look at tomorrow's schedule to find availability.
Thank you again for your call and this email.
Respectfully,
Tiffanee”
At 5:11 PM, Denim replied:
“Hi there Tiffanee
First and foremost, I’ve had a chance to review the lack of communication that transpired during the repair visit and I wanted to apologize for my team (Service Advisor) not keeping you updated during the entire time your vehicle was here. I do know the length of time was extremely long, some of that was due to parts delay and then some of that was due to our shop being over loaded, regardless you should have been kept informed during this entire process. Again, I am sorry for our lack of communication and timeframe to complete your repairs. We absolutely should be more respectful of your time and realize you have commitments, appointments and vacations going on. Ultimately, we would never want to any of our customers to feel as if we were taking advantage of them.
Next, I would like to offer a heartfelt apology for the profanity laced and inappropriate conversation that was overheard in our trailer. This is unacceptable and we have taken corrective measures for all those involved.
Hopefully over Email you can sense my empathy as I am truly sorry for these items.
Moving into the other items noted in the letter.
Mis Quote (not including tax)
Noise coming from the rear of the vehicle
Future dealings with Murdock
In effort to try and help with addressing the other items I am open to discuss all options you see fit and I am confident with my involvement we can provide the level of service that should have been provided initially or during this service visit. Really my goal would to rebuild the trust and show you how we should be taking care of our customers.
I realize this is a very paraphrased condensed version of what happened here and I don’t want you to think in anyway I am minimizing your effort to explain this horrible experience. Simply know I am here to help and try to make things better.
Denim Simkins
Service Manager
Murdock Hyundai of Murray”
At 6:21 PM, I replied to Denim:
“Denim,
I greatly appreciate your acknowledgment, empathy, and apology for my experience with Murdock.
I just want to put this all behind me and get my vehicle taken care of and in good, safe working order. I do not like having a negative opinion of anyone so I am willing to give Murdock the opportunity to rectify this situation. Please let me know how we proceed from here (I have training Thursday morning from 7-10:30 AM so I will not be able to respond until after).
Thank you again for taking ownership of this and working to resolve it.
Respectfully,
Tiffanee”
Thursday, July 27, 2023: Having received no response, at 1:43 PM I emailed Denim again:
“Good Day Denim,
I just wanted to follow up to inquire as to when I can get my vehicle in.
thanks,
Tiffanee”
Friday, July 28, 2023: Being at my wit's end and hearing nothing from Denim, I emailed again:
“Dear Denim,
I would like to express my appreciation again for your involvement in this situation but I have now asked four times when I can get my car in for repair and have yet to receive an answer to that. I rely on my vehicle to safely transport my two kids and by ignoring my requests to bring my vehicle to your service department for repairs, at this point, I feel that you are putting my kids and me in danger. This is not ok.
This is not rebuilding the trust that you mentioned in your apology and if this is the “level of service” and how you “should be taking care of your customers”, it is abhorrent. I am literally begging and pleading at this point, please, get this taken care of and over with so I no longer have to deal with your company. I just want my vehicle fixed and in a good, safe working condition.
By the end of today, I either need to drop off my car to your service center with a loaner vehicle extended to me, or I need Mr. Murdock’s consent to take my vehicle elsewhere.
The below are excerpts from my various emails, pointing out the times that I have requested to bring my vehicle into your service center but to no avail:
Friday, 7/21/2023 at 9:44 AM (to Nicky which she forwarded to you):
“If Mr. Murdock is not going to provide his consent to waive the contract term, I do need to get my vehicle into your repair shop at the soonest opportunity and I will need a loaner vehicle while your company has possession of mine to repair it.
With an apparent fuel leak, it is frightening to have to drive my vehicle so I would like to get this taken care of as soon as possible.”
Wednesday, 7/26/2023 at 8:38 AM:
“Please let me know what actions you have in mind to remedy the situation with my vehicle. As I have a very long, busy work schedule, email or text is the best way to reach me but if you need a phone call to discuss, please provide a few available times that you have and I will work some availability into my schedule. If at all possible, I would like to get my vehicle to the service/repair shop today but as I stated previously, I absolutely have to have a loaner vehicle. I have meetings this morning until 1 PM and then again at 4 PM so if it would work for you, I could bring my vehicle between 1 and 3 today. Otherwise, I can look at tomorrow's schedule to find availability.”
Wednesday, 7/26/2023 at 6:21 PM:
“I just want to put this all behind me and get my vehicle taken care of and in good, safe working order. I do not like having a negative opinion of anyone so I am willing to give Murdock the opportunity to rectify this situation. Please let me know how we proceed from here (I have training Thursday morning from 7-10:30 AM so I will not be able to respond until after).”
Thursday, 7/27/2023 at 1:43 PM:
“I just wanted to follow up to inquire as to when I can get my vehicle in.”
I apologize if my tone is dramatic but I am just beyond over dealing with this. I have an extremely busy life and do not have the time or energy to be dealing with unnecessary discord. I just want to be done dealing with my vehicle issues.
Respectfully,
Tiffanee”
As of today, July 27, 2023 - this ordeal is still not resolved.
A quick note, I have presented as much factual data as objectively as I can and have tried my best to limit my feelings or opinions with the exception of some of the following statements.
This situation that Murdock has put me through has cost me a lot of money, time, and anguish, and threatened my job as I did not have reliable transportation and was left stranded.
I am a very kind and patient person but that has been taken advantage of by Murdock. Because of my kindness, I have had a lot of awful experiences with repair shops but this has been by far the worst. I regret taking my business to Murdock and don’t foresee myself ever doing it again if I have the choice.
In a world that is so heavily reliant on customer reviews, it is truly shocking that Murdock has the most abhorrent customer service that I have ever received. With these new repairs needed, I called the warranty company and begged them to allow me to take my vehicle somewhere else as I do not trust Murdock and my experience with them was horrendous. Portfolio, unfortunately, advised me that I have to get Murdock’s consent to use an alternative repair shop per the contract that I signed with them.
I do want to take a quick moment to say that the valets standing out front of the service trailer & the gentlemen cashier in the service trailer were so kind, attentive, and quick. They seem very professional and they seem to care about the quality of their customer service.