ReScore Reviews™ (18)
When I showed up, I was told my appointment wasn’t in the books. The service manager (I forget her name, possibly Jessica?) asked me who I spoke to and what I was quoted for a price and I said I don’t remember the name I wasn’t given a quote, I assumed it would be free. She responded curtly with “I bet it was Ian” which I thought was very unprofessional.
She estimated it would cost $50 in labor, depending on how long it took the technician to find the right key and if they were unable to find the master key, it would cost $100+ to break them off. When I questioned the cost to remove 4 Hyundai specific lugs, I was treated very rudely and talked down to. Even the guy sitting at the desk behind her jumped in and hanged up on me saying “well, you shouldn’t have lost the key.” I’m sorry.
At this point I’m thinking “I could probably break them off myself by cutting into it and using the little cuts to get a grip so I can twist them off.” But I was in a rush to go have my car serviced somewhere else (this isn’t the first bad experience I’ve had getting my car serviced at this location) so I elected to just pay for the sake of time.
I went and sat in the lobby which I found dirty and dusty. 3 different times, the service manager walked in. I stood up, assuming she was coming to tell me “done” but 3 times she just walked straight passed me without saying a word or even acknowledging me. I waited over 30 minutes without an update until finally I went back out to the drive thru and asked “could you call the technician or find out how much longer, because I have to get going.” She replied “sure“ which impressed me because previous interactions had me expecting some type of aggression. She walked back there and 10 minutes later drove around with my car. Apparently “they were just finishing it up.” 10 minutes was what I was expecting the entire job to take and I wonder if me asking the question prompted the technician to start the job.
I was only charged $35 for labor which the manager thought was very generous. Regardless of my experience, I thanked her and happily drove away. I would never come back here again to Hyundai Somersworth as they have proven they are unable to perform even the simplest task in a timely manner and even that request was met with the utmost disrespect. I’m not saying I would never buy another Hyundai (I do love my car) but I would go out of my way to buy/service it elsewhere.
I left Hyundai to go get my oil changed and tires rotated at Sullivan tire. They showed me they had a key that fit my lugs and not only that, but if I had asked them to break them off, they would have done it for free.
Robert we appreciate your business!! Thank you for taking time in responding to our survey.
Thank you for your Service, we are glad that you had a great experience. We appreciate you taking the time to fill out the survey.
We apoligize if our team did not review work performed with you during check out. Reviewing the multi-point inspection and recomendations from our team is part of our process during check out. We will reach out to Mrs. Giordano and answer any questions she might have with her service. Thank you for your feedback.
We appreciate your Honesty, Unfortunitley Hyundai and all manufactures strive for 5 stars. No one department is perfect, but we as a dealership give it our best shot every day. I would kindly ask if you did not have any concerns with the service that you would mind re-scoring the survey. unfortunately in Hyundai's eyes 4 out of 5 stars is not 80% (or B average, like school) it is failing. any score below a 4.5 out of 5 is a failing grade. Manufactures do not score them accordingly. If you would take the time to re-score i would much appreciate it. Thank you for your input and time.
I spoke with the cusotmer. Mrs. Mellor brought her vehicle in and the steering light was not on and no codes were stored. The cusotmer had brought the vehicle to another Indepedent garage to have the steering light checked and the Independent garage cleared the codes and reset the light. I explained the situtation to the Mrs. Mellor and she was understanding. Hyundai is more the happy to assist the customer, But we as a dealership cannot replace parts without evidence in what is occuring. Our technician test drove the vehicle, spend quality time in an attempt to diagnose the concern. I called the customer the following day to also check in, to see if the light had returned and recommended that they return as soon as the light does come back on so we can properly diagnose the vehicle. It has been about 1 month and still no signs of the light concern from the customer. Mr. Mellor who i reached out with, has not returned my phone call and have not spoken to.
Thank you for your time