Piazza Hyundai of Westchester - Service Center

Car in for software updates promised by 11 no word 1230 call for update services does not take call woman answers pretends to contact service no update software update MAYBE 20 min total car finally ready call for update services does not take call woman answers pretends to contact service no update software update MAYBE 20 min total car finally ready 330 oh so sorry paperwork lost in shuffle this xxxxing place is a xxxxing nightmare stay the xxxx away from this service More

Simply put, this is the closest Hyundai service dealership to me. So when my Hyundai (with only 14,000 miles on it) had a catastrophic engine & transmission failure under terms of Warranty, I had t dealership to me. So when my Hyundai (with only 14,000 miles on it) had a catastrophic engine & transmission failure under terms of Warranty, I had to flatbed the vehicle there. I called Hyundai Motor America and the current engine recall of 2022 notes that if the drivetrain goes into "Safe Mode", this is an indication of problems related to this engine recall. I called Piazza & asked for an appointment when the Service manager & an experienced service technician would be available. I was told I had to wait TWO weeks (wth?). So I had my car delivered on a flatbed with me two weeks later. The Service manager was on vacation & there were no experienced service technicians available. I left the car there for a week. Upon returning, they said there was nothing wrong & it did not need the engine Recall. Which is not correct, Hyundai states if the engine seems "ok" there is a mandatory software update that is done to the "Knock Sensor" system, to catch the issue earlier. When I asked they told me it didn't need it. Then I asked to speak with the technician, he had left for the day (like 2pm). So I asked to see the paperwork, & was told the tech had not completed it. I went back 7 times to get my paperwork & they refused to let me see it. I made a special appt with the Service manager, he was there (I could see him through the glass). I wanted 3 hours & he never came out of the service bays, eventually he ghosted me & just left (hours before closing). Piazza "service" is like working with organized crime. My vehicle, they said had no issues, is still running poorly. Also they took it on THREE separate test drives, one of which was 12 miles. Why would that be needed if my vehicle was fine. This is the worst service department I've ever worked with, & I am in my mid 50's. Seen a lot. More

I originally bought my Hyundai because of its stellar reviews in safety and the dependability of the brand. I’m sharing this so that other people can make a better-informed decision than I did, because reviews in safety and the dependability of the brand. I’m sharing this so that other people can make a better-informed decision than I did, because they avoided honoring a class action lawsuit-awarded extended warranty on the faulty engines they made, in a way that seems much more purposeful than negligent. They win. I’m selling my car. I have a Hyundai Sonata 2016. A class action lawsuit was filed and won against the theta engines used in this and several other models of cars, which in their early stage of degradation involve burning off oil in the engine and eventually result in the engine breaking down or catching fire. The result was a limited lifetime warranty for the engine. Due to several instances of having to fill my oil in between oil changes, I began an oil consumption test at the Piazza Hyundai of West Chester on May 16, 2022 and finished August 25, 2022, with them measuring every 1000 miles to evidence the issue. I was told to wait for confirmation with Hyundai Corporate, and that if confirmed an engine cleaning would be scheduled, which would then become an engine replacement if that didn’t work. I was told this review tended to take time, which I understood. Most places were short staffed at the time. On October 20th, while still waiting for the decision on the oil consumption test, I smelled burning while driving and took my car to my mechanic. He called Piazza Hyundai for me on 10/20/2022 to inform them that my car's engine was flooded with oil where it shouldn’t be and needed a full engine replacement, and that while an engine cleaning will help briefly, it would not alleviate the issue because the same situation in the motor that caused it to get to that point would still be there. He called Piazza, then received a callback from corporate. He said he was also told during that call that Hyundai's policy is to wait until the engine fails entirely, probably while someone is driving it, before helping with this defect. He advised me to let them finish looking at the case and then call to see what the next steps were. I called and was told my case was denied, and I asked for a copy of the denial. After collecting a paper copy of my denial from the dealership (as I was told over the phone that they were unable to email it to me), it also seemed my original oil evidencing paperwork was lost, deliberately or otherwise, by Piazza Hyundai or by Hyundai corporate, after I finished my part in 08/25. I had an oil change on 10/28, and in two weeks my oil had gone from F to L on the dipstick. That has been consistent. I’ve worked to keep filling my oil level to keep it between the L and F lines. The denial clearly showed the case was opened, denied, closed entirely on 10/20/2022. The reason listed is my engine’s oil burning issue did not involve the internal rod bearings, so it did not qualify for the lawsuit-awarded engine warranty. So the case was opened only after my mechanic called in nearly two months after they said they’d decide on it, because I could smell burning oil while driving and closed when my car was not in Hyundai’s dealership, and denied when they could not have possibly looked in the engine to know what the issue was. I thought this was a misunderstanding at first. The next part of this is the customer service xxxx everyone dreads when they’re having an issue– feel free to skip to the end but I did document it. I called Hyundai’s corporate line (where the denial was made) on 10/28/2022 to try to talk with someone about it. After being told there was nothing anyone could do, I also contacted Hyundai’s Facebook through messenger and had a callback, where I received a case number and was told I would be contacted in 3-5 business days. On 11/01 I called and was told that a person had been assigned to my case and would call 11/4. On 11/03 I called to confirm that was still the case. On 11/04 I called at 7:00 pm, since the window I was given was 11:00-8:00 EST, to check in, but no one could not give me information on if that person was still planning to call. On Monday 11/07 I called to check in, and a person said she’d look into it, but there was no longer a date scheduled for my call. On 11/10 I called to check again, I was told the case had been re-canceled without notifying me, but she would relay the information that was still waiting for a call. I also was given his direct extension, and I left him a message asking he call as soon as possible. On 11/11 I asked Hyundai for assistance again with this through Facebook messenger. 11/14 they assured me he would call soon. On 11/16, over three weeks from when I brought up this issue, he called me to assure me all cases were final and I could contact either the BBB or their legal team. (The legal team told me they could only help if I was actively suing at the moment, for an engine fire or etc.) He’d been sick was the explanation for the delay, but that didn’t explain why I was told the case had been dropped entirely with no plans to call me after the first scheduled phone meeting was skipped, and of course no information to me without me digging for it. I asked if they could give me information on what /was/ wrong with my engine, or if it wasn’t the rod bearings, how they would know that– if Hyundai had a way of testing. He couldn’t tell me that. The initial denial on 10/20 cited that my engine did not have an issue with the rod bearings, and that was why the extended lawsuit warranty didn’t cover it. I was also told by my mechanic that the only way to be sure of something like that is to go inside the engine, an expensive and time consuming process that I was told by the dealership would happen only if I brought my car in and kept it there for the day after corporate approved a cleaning–not something that could be done casually during the consumption tests, all of which I was present for. Considering my case was opened and closed the day my mechanic called to relay that my car was in a dangerous situation and asked about the decision on the consumption test, two months after I completed it, when oil was proven to be clearly burning at a rate of 2 quarts per 1000 miles (then, not now) and when my car was not in any Hyundai dealership, I didn’t understand how they could have come to that conclusion. It seemed shady that this decision was made the same day my mechanic called, and worse that there was no appeal process. I’d been told multiple times that these denials can never, never be overturned. It was now even shadier that when I asked him how these decisions are usually made to try to understand the same-day ruling, giving the benefit of the doubt, he answered that usually pictures of the engine or parts were included with denials, but there were no photos attached to my denial. I just needed to know what's actually wrong with my engine, and have it replaced. I came in hoping it was a misunderstanding. Now it’s hard to imagine any alternative besides the fact that Hyundai is in a position where they can say what needs to be said in order to not honor an extended warranty, because of the obvious monetary motivation to not honor an extended warranty. It seems like Hyundai understands that most consumers, myself included, don't know what rod bearings are and we have to rely on their word or be lucky enough to have a mechanic or other expert on board. It they can they will just say they’re not the issue, and then they don’t have to honor the class action. It makes me wonder how many people they do this to that don't have the energy to question it. How did they know that my rod bearings were not a part of my engine’s declining state right now? If there was some other way to check the state of my rod bearings, why wasn’t it done and the denial relayed to me when my oil consumption test was finished, not two months later when my mechanic called them to tell them how much I needed this warranty honored? Or even, why could no one in the dozen of calls I was a part of tell me how they knew? In the summary email I received from after that 11/16 call, the person I spoke to didn’t even mention the rod bearings as part of my denial, and instead claimed "the Product Improvement campaign 953 was not completed on the vehicle." Yes, the Product Improvement campaign was completed on my vehicle. I have the invoice documenting that, and the Hyundai VIN lookup on the website confirms it's in their records as well. I would have assumed that was an honest mistake at the beginning of this. I don’t now. They say whatever they can.I had repeatedly received wrong information from various people about the steps of this case review at this point, during what has now been a months-long process with time and energy spent on my part to make sure the process happened at all. It seems Hyundai's goal is to deny a warranty they legally owe however they can manage it, and they hope their customers will either take the first excuse given or just give up trying to stop them because of how difficult they make it. It’s very hard not to believe that that isn’t also part of Hyundai’s policy. Piazza Hyundai said its hands were tied by corporate's denial. Corporate Hyundai said I could either contact the Better Business Bureau or talk to their legal department if my engine caught fire and I was ready to sue. I called a manager who’d previously reached out to me at Piazza on 12/9 to confirm they stood with Hyundai corporate's decision on this, and he reiterated there was nothing they were going to do. So that’s it. It’s hard to write about this without sounding dramatic about the whole thing, but I don’t know what else to say about being consistently lied to and taken advantage of so a car company can avoid personal responsibility on something they made badly. It was exhausting and disappointing, and I hope being transparent about it will help other people make better informed decisions on what type of car they buy than I did. I won’t be buying from Hyundai again and I will advise my family and friends to find someone less blatantly malicious. More

DISHONEST, Do not trust your car to this service dept. DECEPTIVE, lost parts of my car during service!! Claimed that my car came to their dealership missing these parts. LACK of INTEGRITY, tried to ch DECEPTIVE, lost parts of my car during service!! Claimed that my car came to their dealership missing these parts. LACK of INTEGRITY, tried to charge me for service that was not completed on my vehicle. LIARS, claimed that my car needed work that was not necessary in order to pad the bill. BEWARE, claimed car would be ready in 1-2 hours, kept car until closing = 4 hours from appointment time More

Service Dept. is an absolute disgrace. Dishonest, Incompetent, Liars. Manager of Service is never available to discuss concerns or complaints. Totally incompetent. is an absolute disgrace. Dishonest, Incompetent, Liars. Manager of Service is never available to discuss concerns or complaints. Totally incompetent. Will NEVER purchase another Hyundai again due to lack of customer service and lack of integrity. More

If I could give them zero stars I would. Awful service. Complete ineptitude with the service department. They don't care at all about the customers Complete ineptitude with the service department. They don't care at all about the customers More

Beyond Helpful During my visit, James Gall has shown me many options to choose from, answering every detailed question I asked and overall was beyond helpful when ch During my visit, James Gall has shown me many options to choose from, answering every detailed question I asked and overall was beyond helpful when choosing a car to buy. Highly recommend his service, you will not be disappointed. More

Piazza Hyundai of West Chester Service Department Nightmare! I would prefer to give the rating zero stars, but that is not an option. Piazza Hyundai service department had my car for at least 21 days over the s I would prefer to give the rating zero stars, but that is not an option. Piazza Hyundai service department had my car for at least 21 days over the summer. It was difficult getting a call through to the service person you needed to speak with, and when I eventually did get through to leave a message, I may have received a call-back 5 hours or more later (even after I left a message on a specific phone extension). This was very frustrating and time consuming because many times I was the one contacting them, since the Piazza service people who said they'd call me back around a certain time never did! My Piazza service department nightmare started on 6/29/18 when I brought my car in for inspection and also asked for them to locate and fix a loud, intermittent popping/knocking noise coming from the area of the driver's side dashboard vent. The noise only occurs when it is hot outside and has happened over the past three summers. The Piazza tech could not duplicate the sound, so they completed the inspection, and gave me a loaner car so they could run the car to try to hear the noise. After 3 days I was told to pick-up my car because the techs could not hear the dashboard noise, and I was directed to immediately drive my car to the dealership when it started making the sound again (Obviously, I could only do that when I was I on my own time and not going to work!). When I picked-up my car, I noticed greasy and oily substances on my car doors and headlights, the wrong month was on my inspection sticker, and my driver's side automatic window button was broken. A few days later I was doing errands and my car started making the loud noise, so I immediately drove to the dealership, called from the dealership parking lot and the service write and senior tech came out to listen to the noise, and we took a test drive. They brought my car to the service bay and contacted my extended warranty company. The tech was told he could try to add freon to see if that was causing the noise (I knew that was not the problem, since I had that checked last year when I also heard the noise). I was then told the next step would be to replace the AC hose clamp (Again, I did not believe this was the issue, but I was told that was the next step they were directed to do). I kept insisting the sound was coming from the dashboard area. Shocking!...adding the freon did not work because the next day the sound was back. Freon and an AC clamp...quick, cheap and easy "fixes" that did not fix the problem. When I called I was told to bring the car back in. After I left the dealership from this appointment, I e-mailed the service advisor/writer a few days later stating the car's noise is getting worse. Via e-mail I scheduled another appointment for 7/12/18 to fix the issues from the 6/29/18 appointment (broken window control, wrong month on stickers, greasy/oily substances on car). Since I did not receive a confirmation e-mail or call, I called Piazza service on 7/11/18 to confirm the appointment. I was told my appointment was not listed on the 7/12/18 service schedule. I told the service desk person I needed to speak with the service advisor, since he had confirmed the 7/12/18 appointment in his e-mail back to me. When I finally heard back from Piazza, I was told that I did have a scheduled appointment, and he was not sure why the other service person could not see that on the schedule. When I asked if the parts were in for tomorrow's appointment, I was told he'd check and would call me back. When I did not hear back for several hours, I called the service department and was told the clamp that was on the part's department shelf was a discontinued model, so service had to overnight the part. Again after 3 days with a loner car Piazza stated my car was not making the noise, so they only replaced the AC hose clamp which did not fix the dashboard noise problem. Two days later I drove to the shore for my vacation and the car made the noise the entire trip to/from. I took audio and video recordings of the loud noises and sent them to the service advisor in case they did not hear the noises again when Piazza Hyundai had my car. Prior to my next service appointment I asked Piazza to order an antenna fin for my car, since the paint was unevenly worn off and the fin was not covered under my warranty. I scheduled another service appointment for Monday, 7/30/18 and got another loaner. Truly, I was grateful to have a loaner (I had 3 different ones throughout this summer), but the loaners were so filthy inside and the windows were so dirty it was dangerous to drive, so I ended up cleaning the windows in all my loaners. One of the loaners had dog hairs all over the front passenger seat along with dirt/mud caked on all over the back seat, so I could not drive it much due to allergies, and I could not drive anyone else in my car due to the dog hairs and dirt on the seats. When I did not hear from anyone in the service department for 5 days, I called. Also, I was told they could still not hear the noise, and it may be an engine bearing (according to the corporate tech line), but Piazza was directed not to do any work on the car until the sound occurs. I insisted on speaking with the service manager who eventually called me back the next day. The service manager told me he had a tech pull the steering column (not sure why?), and the senior tech drove the car a lot to listen for the sound. When I asked what they could do to check to see if it was an engine bearing, the service manager told me he could drop the oil pan to see if there were metal engine particles in the oil, but that was labor intensive, and they would not get paid by the warranty company. After he stated this I said I hope my car did not shut-down or the engine didn't blow-up when I was driving because he choose not to take some time to drop the oil pan to check if the issue was an engine bearing. The service manager finally agreed to check the oil pan for metal particles from the engine. The next day after I called and asked for a call-back I was told by the service advisor there were no metal particles/shavings in the oil, but Piazza would not remove the dashboard until they heard the noise. I was told they did replace the antenna fin (of course they did because I paid $200 for it). I was told to come pick-up the car on 8/10/18 (12 days from when I dropped it off), but the noise was not fixed. When I got the car home I checked my car over very well and noticed two, 20" scratches and 12-15 smaller scratches on the roof of my car. There was a 3" scratch on the driver's window, 3 gashes on the door frame above the window, a nick on the front windshield frame/molding, greasy splash marks on the hood, and oil leaking onto my driveway. You guessed it...I called Piazza Hyundai service department again, and left a message to call me back. Three hours later I had not received a call-back, so I called again and finally spoke with the service advisor I had been dealing with. He said he needed to text the service manager who had just left for the day to go on vacation. He also stated the GM was not available. When I received a voicemail message 2 days later the service advisor's message stated, "The service manager and GM would need to take a look at your car to see if there is something they can do because the car wasn't on a lift and it was only driven". REALLY??? They did not remember they replaced the fin, pulled the steering column and dropped the oil pan. I even know a car goes on a lift to drop the oil pan. I made another audio and video recording on 8/12/18 and sent them to the service advisor because I wanted additional recordings because the noises were getting worse. I got in my car on 8/14/18 and the noises started again, and I drove directly to the dealership. I showed the tech and service advisor all the scratches, nicks, gashes and a photo of all the oil on my driveway. My car was brought into the service bay, and I waited while the tech checked the car. I was told what he believed the problems were (blend door actuator and mode door actuator) and that the oil pan was not sealed correctly when they checked it last week. I was given another loaner car, and I was told it would take 1-2 days for the parts to come in and then another day to fix the scratches. A day later the service advisor called and told me the actuators would be covered by my warranty (I'd hope so). Because nobody from the service department called me back I called 2 days later to get the status of the car and asked to have the service advisor call me back. Four hours later I got a call stating he was checking with the detailer to see if the scratches were fixed. An hour after that I got a call saying the car was ready for pick-up. I was told since the service department was closing I would have to pick-up my keys and invoice at the sales desk. As soon as I got home I checked out my car and (SHOCKING) there were some major issues. There was about 30" in length of white compound wax all over the black molding on both sides of the roof of my car, there were about 25 splatters of compound wax on the inside driver's side door, another 12-15 splatters of wax on the inside passenger side door, compound wax on the wiper blades, wipers and the molding under the windshield wipers, wax splatters on the new antenna fin, wax in the crevices between the roof and the front and back windows, black greasy fingerprints on the light, gray material on the inside ceiling of my car, greasy fingerprints on all the exterior black door frames, greasy/oily hand prints on the grill, grease/oil all over 2 of my 4 floor carpets probably from work boots, and dirt/greasy boot marks on all the door entrance moldings. The scratch on the window and the gash in the windshield frame were not fixed and the gashes on the door frame were still visible. I again called when I was not working and left a message for the service advisor to call me back. I was told by the service person who answered the phone, "He said the service manager knows about the issues." I told her he does not know about all the new problems, and I wanted to speak to the service advisor. I was put on hold and after 5 minutes he came on the phone. I told him the good news that I have not heard the dashboard sound for the past 5 days, but the outside air temperature has not been warm not hot, so the noise may return when it gets hotter. Also, I told him about all the issues that happened when they were supposed to reseal my oil pan and fix all the scratches on the roof. He needed to speak with the service manager, and I was told the service manager was in a meeting with the GM. I asked for the service manager to call me before the end of the work day to discuss all the new problems. The service manager did not call me that day. I am afraid to bring my car back to this dealership for any service due to all the significant problems over the past two months, but, unfortunately, I have another 3 years on my extended warranty. When I had time yesterday I went out to Pep Boys and purchased several detailing products and cloths. I spent 3 hours cleaning my carpets, removing and then detailing all the extraneous compound wax and finger prints on the inside and outside of my car. While I was removing the compound wax from the molding on the roof, I noticed one of the 20" scratches was still visible, so that was not even done right! Because of the plethora of problems with this service department, I felt the need to be very specific in this review about all of the issues and problems I've encountered with them in the past two months. Honestly, I heard the response "we won't get reimbursed by the warranty company, if we do work on your car and it does not fix the problem" or "my guys get paid hourly, so I can't have someone working on your car for hours without getting reimbursed by the warranty company," so may times I wanted to scream. This service department is not concerned about customer satisfaction...it is about making money and getting paid. That's the reason why Piazza stopped honoring the Brass Ring agreement many of us were promised when we bought our cars when the dealership was Carousal Hyundai. I'm sure Piazza would have tried many alternatives to try to fix my car, if I was paying out of my pocket! I showed and/or discussed all the problems I've had with the Piazza Hyundai service department with other car experts/technicians, and they were appalled! More

No one calls you back Piazza dealership of West Chester is terrible. I will never buy another car from that dealership.. No one returns your phone calls. They should have Piazza dealership of West Chester is terrible. I will never buy another car from that dealership.. No one returns your phone calls. They should have mailed a letter to customers that they would not recognize they contracts that customers had. More

Service is SUBPAR and will mislead & lie I brought my older father-in-law's SantaFe in for work since it was having trouble starting sometimes and I had to put it in neutral sometimes. A pre I brought my older father-in-law's SantaFe in for work since it was having trouble starting sometimes and I had to put it in neutral sometimes. A previous Hyundai technician who now owned a tow company had originally showed me that if placed in neutral it would start right up and said this this was a very common issue with a neutral safety switch on this model that all that was needed was to be replaced. So I drove (yes drove) the car to Carousel to have this looked at and corrected along with replacing a few dead bulbs. They were adamant that it was the transmission, not the safety switch right from the getgo and did not like that I was told this by someone else in advance. Of course the trans was not under warranty now and is a very costly repair. Long story short, I had to insist they change out the safety switch. Now the car wont start at all no matter what and the manager Mike even tried to tell me that it may not have started when I brought it in. i DROVE it in, and parked it in their lot, so it was pure lies. Oh, but they did manage the change the light bulbs and want me to pay $200 for a car that I drove in to the dealership and could not drive out. My Father-in-law now cannot get to his therapy due to this for over 2-months! I contacted Hyundai Corporate of America and they told me that this dealership has had many complaints about service and they are reviewing actions to take. I created a formal letter explaining my situation and they seemed to be very helpful and want to know more. I will not be paying Carousel for a car that I drove in but cannot drive out no matter what they say. If a problem gets worse after bringing a car to a dealer and they still ask for money; you know to clearly stay away from them. I would recommend using another dealer for service and I will update here based on my progress with Hyundai of America looking into this bait and switch type of service from Carousel. Disreputable would be an understatement and they cant even make good or admit that they made a car completely un-driveable, wanting me to now pay thousands of dollars for a new trans to fix their incompetence and mistake. The car still sits in their lot until Hyundai makes good and I get positive / fair treatment from them one way or the other. More