I had my car towed to Johnson Hyundai after it leaked transmission fluid for the third time. I had been in to get an axle seal (I do most of my own work), and met the parts manager (Ken). He was extremely helpful and pleasant. I told him I was having trouble figuring out what was wrong, already having replaced the seal and the axle too, but it was still leaking.
He said that if I couldn't figure it out, bring it in and the service department would figure it out for me for $100. That was great news.
A service rep (Robert) called me and told me they had looked at it and it needed a new axle (?!). The axle was BRAND new. I told him that, he said let me check with the tech and call you back. He did and asked if it was a Hyundai brand axle. I said no, but that his service department had told me previously that even they used 3rd party parts on cars that old (2004). He said he didn't know but the tech said it needed a new axle and seal. I said I'd give the go-ahead if he'd guarantee me it would fix the problem. He hemmed and hawed and said let me check with the tech again. Finally he called again and said the axle is loose, it's the wrong one (it isn't, I replaced the left axle too with the same brand and it was perfect). I asked if I could speak with the tech. I told Robert it was becoming obvious that they hadn't even taken it apart, basically put it on a lift, wiggled the axle and went to lunch. I waited a week for a service tech to call me, leaving Robert a message after a few days...no call, not a word.
I know I am a small customer, but this is ridiculous. Telling me to replace brand new parts? Making virtually zero effort to find the cause of my problem?
I owned my own business for 10 years, and I know the importance of a good reputation. I gave a courtesy call to the general manager, Kevin Hand, to let him know some of his employees were treating a customer poorly. I'd want to know if my employees were doing that. Did I get a call back? Nope. Crickets.
I guess the problem is from the top down.
Do yourself a favor, and STAY AWAY from Johnson Hyundai. Find a local mechanic that actually cares about you, this place clearly does not.
Edit: 10/24/16 -- The General Manager (Kevin Hand) called me and said he was out last week--fair enough. However, during our conversations, he basically called me a liar! He said Rob (service rep) told him he never agreed to have a tech call me. Well, one of us is lying, I'll let you figure out which one...He also had the service tech actually look at my car (first he told me they couldn't take the axle out--pure bs), and he finally admitted that if I had agreed to have them do the work, changing the axle and seal WOULD NOT have repaired the car. He said they would have reimbursed my money (yup, dealers always refund your money, always!).
At the end of admitting I'd been right all along, that I knew more than his service tech, that my time had been wasted, that I hadn't gotten call backs I should have (though Rob also said he didn't get my message--anyone see a trend here?), he said basically I was out of luck.
THEN he had the AUDACITY to ask me if I'd remove this poor review. I told him at this point the only way that would happen would be if he fixed my car for a very reasonable price. He said good bye and good luck.
I always thought a good name was worth a lot. Apparently not at Johnson Hyundai.