My Review Of Sussman Hyundai:
I recently brought my vehicle in for service here after having it inspected at Sussman only a few months before. I was informed that I needed several parts, most of which were covered under warranty and had to be ordered, which would only take a couple of days. The woman working there informed me that there was absolutely no way I could drive my car and that it was a good thing I had it towed there because it was UNSAFE TO DRIVE. A couple of days later she called to say that all of the parts except one had come in and that that part should be in in a day or two. I inquired about getting a loaner, but they said they "do not do that." I let it slide since this was only supposed to take a couple of days.
Cut to a couple of days later when I waited until about 2:00 pm to call as I still had not heard anything. A very rude man at the service desk told me that as far as he knew, the part was still due to come in that day. About a half hour later, the woman I'd been dealing with called and told me the part still wasn't in and should be in after the weekend. I called Monday and was told it would be in Tuesday. Called Tuesday and was told it was on national back order and would not be in until the following week. The woman could not explain why it was back order. I again asked about a loaner vehicle but was again told that that was not possible at all. The woman then told me that they would just put the old part back in my vehicle and that I could take it home, but to DRIVE IT AS LITTLE AS POSSIBLE AND TO BE CAREFUL WITH IT. I told them to leave it there as there was no way I would be driving the car since I was previously told that it would be unsafe. I wrote an email to the service manager, who called me the next day. He told me that he had shown my email to the woman that had helped me before and explained to her that what she did was unacceptable. He also informed me that I would not have to pay for the labor for the service not covered under warranty, and that I would just have to pay for the part itself. He assured me that he would work with his parts manager to do whatever possible to have the part on back order shipped ASAP and would call me with updates. A couple of days later he emailed me to say that he received word that the part would ship from the factory that Sunday and was due to arrive that Tuesday (this would be 2 weeks now).
Tuesday rolls around and I did not hear anything. I contacted the service manager again--because again they still had not called me--and he said it still hadn't arrive and to check back in a day or two.Finally, on Thursday I was beyond angry when I still hadn't heard anything. I called the service manager who now told me that the part wasn't supposed to ship until THAT following Sunday and would be in the following Tuesday. I asked where he got his information that it was supposed to be delivered two days before, and he told me that he never said that. When I informed him that I had proof because he said it in an email, he got very defensive and began yelling at me that he has lots of other customers with vehicles that have been there longer than mine. When I asked if those people have loaners he said "probably not." I demanded a loaner and he said ok, it would be ready the next morning at Enterprise.
Funny that they swear they don't do rentals because when I mentioned Sussman Hyundai at Enterprise the next day, the man working there knew the service manager by name and had his phone number saved in his system. After speaking with the service manager, the man at Enterprise said that the service manager informed him that my vehicle would be done that day. I can only imagine where he had been getting all of these dates from because it seems to me that he was never really tracking the shipment of my part.
Not long after I got into work that day, the service manager called and asked if I had been in an accident recently. I said that I had about a year ago; he explained that when they got the part and went to put it in (and still didn't apologize or bother to explain how it got there so quickly when it wasn't supposed to ship for 2 more days..), the mechanics found that the parts around it needed repair. He said that they could not put the part in until this was done and that this work would not be covered under warranty. He did apologize that my vehicle had been sitting there for over 2 weeks and no one noticed this until now, so I guess I'll give him that one. I told him not to touch anything because the work done after my accident was covered under warranty by the shop that did the repairs. I called that shop and had it towed there.
The mechanic at my local shop told me that this part that they had made me wait almost 3 weeks for never needed to be replaced in the first place. He said that the work that needed to be done was not a result of my accident but would fix the problem. He kindly said that he would take care of it for me, free of charge, because his opinion was that Sussman Hyundai was trying to get more money out of me. Nevertheless, I did have Sussman install that part once I got my vehicle back from my local mechanic since it was covered under warranty. The work was done that night as I had told them I was not leaving it there overnight again. When I picked it up, they expressed surprise that my mechanic had done as much as he had. That being said, I'm just waiting for something else to go wrong with my car due to Sussman's poor quality of work. Clearly these mechanics have no idea what they're doing. I had called Hyundai directly and made a case number in the middle of this but never heard back from them. Now I'm debating whether to trade my vehicle in because I want nothing to do with Sussman or Hyundai. If I still have my Hyundai come inspection time, I'll go out of my way to take my vehicle somewhere other than Sussman Hyundai.
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