| Buying Process |
N/A |
| Sales Associate |
N/A |
| Vehicle Selection |
N/A |
| Finance Department |
N/A |
| Trade-In Process |
N/A |
| Service Department |
|
12% |
| Sales Pressure |
N/A |
User: heat4792
Date: 07/27/2012 00:10
Comment: I've never complained like this about a dealer, but I've had an utterly unprofessional experience with Glendora Hyundai's service department.
Details are as follows:
I called the Glendora Hyundai service department on Saturday 6/23/12 and explained to their service representative, Mike, that I was noticing unusual sounds coming from the clutch on my Accent. We setup an appointment for me to come in on the morning of Saturday 6/30/12. I came in on the morning of Saturday 6/30/12. Apparently, Mike had the mechanics go over the car to determine the problem. Based on the mechanic's inspection, Mike informed me that he ordered a throwout bearing which he expected to arrive at the dealership on 7/5/12. He said he would give me a call on Thursday 7/5/12 and schedule me to drop my car off Monday morning 7/9/12 to repair my car. Well, on 7/5/12 I did not hear from Mike. So on Friday 7/6/12 I called the service department and ended up speaking to Robert, another one of Glendora Hyundai's service representatives, who said Mike was on vacation that week. I thought, really, so why did Mike say he would call me on 7/5/12 if he was going to be on vacation that week? Strange, no? Anyway, I said I would call early the next week if I didn't hear from Mike before that. I called again on Wednesday 7/11/12 to followup. Again I ended up speaking to Robert. This time Robert said that Mike had not been on vacation, but had had a death in the family. Confusing, yes? Robert then said Mike would be on duty in about an hour, and he would leave a message for Mike about my call. Well, I never did hear from Mike.
In summary, Mike simply strung me along for a few weeks and then hanged me out to dry while I was attempting to have a potentially or actually serious car problem repaired putting my car and me unnecessarily at risk.
I have to wonder what Mike's excuse is for such shabby, unprofessional conduct? I find Robert's behavior disappointing as well. He seemed more concerned with covering for Mike than helping me as a customer. It doesn't say much for Glendora Hyundai's management that it has loose cannons like this "serving" customers. I've notified various members of Glendora Hyundai's management about this. To my knowledge, they've done nothing to discipline Mike and Robert or take action to assure that incidents like this are not repeated.
It's stunning that their employees would rather give customers the runaround when they could make hundreds of dollars on a repair job, create a loyal customer who would come back for additional service as the need arose and be a source of referrals as well.
Note to Glendora Hyundai-BAD way to run a business.
