I am writing this to make the public aware of the poor service expectations recieved here. After seeing the review in the past year, it seems that the Service Department's customer quality has been going down hill. Not sure if that's due to the Owner not investing more into quality control and just padding his pocket or just bad management, but i'm here to express how very dissatisfied I am of my previous service visit to Bill Dube Hyundai of Wilmington Massachusetts.
Recently, in the past week I’ve noticed a very loud squealing and grinding noise coming from my Rear Brakes, when I accelerated, decelerated and at speed. Concerned, I took it in to the nearest dealership to my home address in Marlborough Massachusetts, which is Herb Connolly Hyundai of Framingham Massachusetts for diagnosis.
Back in April of 2019 I visited Bill Dube Hyundai to service my rear brakes. They had to replace the rear rotors and brake pads due to the wear. When I left the dealership, they assured me everything was working properly. I took their word for it, as any customer should and would.
On October 23, when I took it into Herb Connelly Hyundai of Framingham for diagnosis of the noise, I requested a senior tech to look at the problem because I was not sure what level of technician had previously did the Rear Brakes at Bill Dube Hyundai. After an hour, I was informed that I had no rear brake pads left and that the measurement of the rear pads was down to “0mm”.
I began to ask the Service Advisor at Herb Connolly various question:
1. Is this possible with only a 6 month time frame and less than 5,000 miles put on since the brakes were replaced.
2. What is Hyundai’s Policy when it comes to servicing Brakes? Is it policy to remove all moving parts (ie. Caliper pins) and clean thoroughly and re grease to prevent seizing.
3. Have they ever seen this happen in such a short time under good weather conditions, as it was during late spring when the brakes were serviced and driven throughout the summer and fall, without the harsh conditions of the northeast snow and salt?
4. Is work done warranted by Hyundai Dealership where service was performed?
I was informed by the Service Advisor at Herb Connolly that it is very rare to happen and has not seen this issue with the particulars above mentioned. He proceed to mention that brakes can fail and seize if there is negligence, but can be prevented a large percentage of the time if the moving parts are service correctly when under review during service. He then advised me to contact the Dealership “Bill Dube Hyundai” where I received the service from and have them handle the issue as they should warranty their work. I was informed that if Herb Connolly service department did the work, they would warranty their work up to 12,000 miles or 12 months.
Doing my due diligence, I wanted to confirm his statement regarding work performed by a dealership if they are required to warranty service work done on vehicles. I contacted various dealerships including Hyundai’s sister Kia Motors, all stating the same thing, if service work was done regarding brakes at their dealership and something went wrong, they would warranty their work up to 12,000 miles or 12 months. I started to get the impression that this was a US standard.
After acquiring all the info from various dealers and Herb Connolly, I contacted Bill Dube Hyundai to inform them I am presently at Herb Connolly Hyundai having my rear brakes inspected. I then proceed to informed the service advisor at Bill Dube that the technicians here at Herb Connolly found the Rear Brakes to be worn down to 0mm. I asked the service advisor at Bill Dube Hyundai if they would resolve the issue for me. I was asked to bring it in. When I scheduled the appointment over the phone with Bill Dube Service I asked if they warranty their work, and was not given a straight answer. I was told to come in.
Upon arriving to my appointment 20 minutes late due to traffic and not living nearby, I was greeted by a service adviser. I mentioned I am 20 minutes late for my appointment and instead of putting me at ease as I was already stressed about being late, he began to express that I would have to now wait “a really long time.” I didn’t understand why he had to express It in that way, but I get it. He informed me that he only has 4 Technicians working and that 10 cars came in ahead of me in the 20 minutes that I was late for my appointment.
Agreeing to the wait, I asked if they would look at the brakes and warranty their work. He began to say that they don’t warranty their work. He proceeds to explain there is no way to foresee caliper pins seizing up and since they weren’t replaced to begin with, that they would not cover the cost to fix and that I would have to buy new rear brakes.
I asked him to explain the their process of replacing brakes and he informed me that when brakes are done, all moving parts are supposed to be broken down, cleaned and greased and tested before being re assembled.
Think about this:
- To prevent seizing of caliper pins so brakes don't wear down, the pins are cleaned and greased. The heads should be cleaned of old grease and debris so that the pins slide smoothly.
- The Rear brake pads 6 months after Brake service was performed and less than 5,000 miles put on where measured at 0mm.
- There was burning smell or sluggish start
- There was no grinding or squealing up until just 2 weeks ago (oct 12th, 2019)
- The car was driven every week and it was the Spring, summer and fall, NOT Winter with snow and salt to corrode metal.
This Dealership, as unfortunate as it sounds, is trying to save face with the public, not willing to take any responsibility for their work, and i'd hate to think, cutting corners when it comes to quality of work.
I can't speculate as to why i have no Rear brakes after 6 months, but it is evident that negligence is a key factor here. It is physically impossible to have 0mm rear rake pads even if the calipers seized between re installation (april 2019 and now Oct 24th) with only driving less than 5,000 miles and no indication of sluggish starts or burning smell coming from the rear brakes. Most stopping power is in the front brakes, which are still good on my car.
Long story short.**********DON'T GO to BILL Dube Hyundai for service********. They don't have the staff to provide quality of care
Just read the most recent reviews. They are going down hill. I don't think the owner even cares as it shows with the customer service they provide.