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Bob Rohrman's Gurnee Hyundai - Service Center

Gurnee, IL

4.0
202 Lifetime Reviews Review Dealership

202 Reviews of Bob Rohrman's Gurnee Hyundai - Service Center

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July 18, 2020

"Not good"

- Randy B.

I normally give a 5 star rating, sadly not this time. I have been coming to Gurnee Hyundai for 5 yrs and always had very good service, until my last visit. Everyone I dealt with were very nice, however, not one person was wearing a face covering except the customers. It took 4hr 20 min for a oil change, tire rotation and I had the fuel injection system serviced. Plus it was a continuous up sell. Basically trying to sell more services with the explanation if you don't have it done now, it's going to be a huge problem costing thousands more, scare tactic. The last 30 min no one was able to find my keys so I could pay and get going. I asked 3 times what the hold up was (after I saw the car parked in the area when cars are finished) I was told were looking for your keys, they finally aske me if I had them. I said no I had left them in the car. Once they checked and found them, I was able to pay and go. Finally. The next day, I went and bought a set of new tires at Waukegan Tire in Grayslake (I did need tires but wasn't going to buy them at Hyundai) great service there. Everyone wearing face covering, no high pressure to buy and touchless service. Plus anyone who entered my car was wearing a mask and the car wiped down inside before being returned to me. (I could actually see all of this happen) Like I stated, normally very good service, and everyone was very nice.. but the rest of the experience, awful. I hope my last experience was just a one off, but I'm not sure I'm willing to take the chance to try it again. Randy B.

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Recommend Dealer
No
Employees Worked With
Other Employees : I did not deal with Mark directly, just the service department
Jul 21, 2020 -

Bob Rohrman's Gurnee Hyundai responded

Randy, I am concerned to learn about your disappointment regarding your recent service experience. Your feedback is important to us and I would like the chance to discuss your concerns with you directly. Please reach out to me at your own convenience. Thank you. Best, John Kokkalis General Manager (847) 249-1300

July 17, 2020

"I thought they did a great job considering the trying timesw"

- EDJACOBI46

They were able to schedule me for an oil change, battery check, and a brake system check on short notice. I think they also did it in an appropriate time frame.

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Recommend Dealer
Yes
Employees Worked With
Don Conrad from service
Jul 18, 2020 -

Bob Rohrman's Gurnee Hyundai responded

Thank you for the great review, Ed! We're happy to see that you were taken care of in a timely manner and fit you in within your availability. If we can be of further service, please be sure to let us know.

July 17, 2020

"Very Poor Customer Service! No one returned phone calls."

- CHERYLKR99

This is the worst customer service experience I have ever had. This service department has a poor sense of prioritization. I assume excellent customer service and customer satisfaction is important to this dealership, at least it should be. Obviously, it is not. I brought my car into service for a recall for an alternator issue. After the work was completed, my "check engine" light came on. It is like opening a cancer. After several attempts in asking why my check engine came on after the work was completed, no one knew. I brought my car back and Service performed diagnostics and said parts needed to be ordered. I have been waiting over a month for parts to come in. I also made several phone calls over the course of a month. No one returns phone calls. During this time, I was told one person, Tom, walked out on the job, and the manager, Mark, has not returned to work for three weeks. My last call to Don was on July 14, 2020, and he has not returned my call. On July 17, I again called the dealership to ask why my calls were not returned. When I insisted to speak with Don in service on July 17, 2020, Don said he has had NO time to call any one back that he had several messages waiting for a call back. At the very least, a call back to acknowledge my call would have been good customer service. I was told initially my "repair" would be covered under warranty, and now I have been told ONLY 80% would be covered! I asked several times if there would be a cost to me and Don said NO, it would be covered under warranty. Good customer service also means having accurate information to give to the customer. Also, when I asked for a ride to work, I was told to wait in the lobby and someone will get me. No one came. I had to go back to service and ask again and Don responded, "O'h I thought someone took you already." I was late to work because I was forgotten about. When I needed a ride back the same day to get my car, I called and waited on hold for over 15 minutes and finally hung up and a coworker took me to the dealership. My car continues to have more severe issues, and now I'm afraid to drive the car. It shimmy and shakes and when at a stop, it vibrates and engine seems to be knocking, then there is no acceleration from a stop. Again, I drove the car in with GOOD FAITH and in GOOD running condition for the recall and after the work was completed, the check engine light came on and the car started to develop engine related issues which needs to be fixed because I believe the mechanics did not know what they were doing. The service department is extremely understaff and Don is overwhelmed with issues. THEY NEED HELP!! This entire issue is now about CUSTOMER SERVICE AND CUSTOMER SATISFACTION. I have been very patient, polite, and professional up to now, and I expect this additional work to be completed at no charge to me. I waited over a month for back ordered parts, was forgotten about waiting in the lobby, no returned phone calls, given incorrect information, was told there would be no cost to me and now told I need to pay 20% of the cost, and waited on hold for over 15 minutes for a ride and no one picked up the call. I have worked in sales and customer and public service industry for over 20 years and never would I have considered giving this type of customer service. In my current job, my computer screen reads, "CUSTOMERS FIRST." How would you feel being treated like this??? My DAILY work evaluations depend on delivering the very best customer service I can give. In trying to discuss my situation with management, they all want to be isolated and stick their heads in the sand when the going gets tough. Shame on them. Be a man and stand up and do the right thing and make things right for the customer. All they want to do is count their money. Again, exceptional CUSTOMER SERVICE AND SATISFACTION is everything in a business and is what brings customers back. There is a lot a competition out there and you need to be doing it better than the others. You already have very poor reviews of the service department.

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Recommend Dealer
No
Employees Worked With
Other Employees : Don
Jul 21, 2020 -

Bob Rohrman's Gurnee Hyundai responded

Cheryl, Our goal is to provide all of our guests with exceptional customer service and it is regrettable that you felt otherwise. We will reach out to you as soon as possible so that we can rectify this situation. If you would like, please feel free to reach out to me directly. Thank you. Sincerely, John Kokkalis General Manager (847) 249-1300

July 17, 2020

"Hurry up and wait"

- HARRY.WAGENAAR

waited three hours for the first day and two hours the second day and didn't get a loaner without asking about it. very poor service

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Recommend Dealer
Yes
Employees Worked With
Jul 17, 2020 -

Bob Rohrman's Gurnee Hyundai responded

Harry, I apologize that you did not receive the level of service you expected and would like the opportunity to discuss your experience with you. Can you please send your contact information to me at gm.generalmgr@rohrman.com? Sincerely, John Kokkalis General Manager (847) 249-1300

July 16, 2020

"Peter Abraham helped us get the initial maintenance taken..."

- nikatnyte55

Peter Abraham helped us get the initial maintenance taken care of and put together a maintenance plan for our daughter’s Hyundai. He was awesome!

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Recommend Dealer
Yes
Employees Worked With
Peter Abraham
Jul 17, 2020 -

Bob Rohrman's Gurnee Hyundai responded

Thank you for the great review! We will be sure to thank Peter for providing your daughter with excellent service. We look forward to working with you again!

July 16, 2020

"Excellent"

- LDS86

Professional ,honest and easy to schedule even if you just walk in. They do not pressure you but suggest what is needed. Willing to spend time explaining.

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Recommend Dealer
Yes
Employees Worked With
Jul 17, 2020 -

Bob Rohrman's Gurnee Hyundai responded

We appreciate the excellent review and look forward to working with you again!

July 16, 2020

"Excellent service and follow up from your terrific..."

- MRSKAY86

Excellent service and follow up from your terrific service department! Don kept us updated every step of the way and exceeded our expectations! Much appreciated!!

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Recommend Dealer
Yes
Employees Worked With
Don in the service department- kept us informed - much appreciated!
Jul 17, 2020 -

Bob Rohrman's Gurnee Hyundai responded

Thank you for the great review! We will be sure to thank Don for exceeding your expectations. Let us know if there is anything else we can help you with. We look forward to working with you again!

July 15, 2020

"Poor Customer Service"

- LT

I had difficulty scheduling my appointment. I tried calling the service department multiple days in a row only to hear that the mailbox was full and be disconnected. Normally, I would have taken my car to get serviced elsewhere if that was the case, but I was notified that my car needed to get a software update so I continued to try to set an appointment at Gurnee Hyundai. Eventually, I discovered that I could make an appointment online and did such. When I arrived for my appointment, my service advisor greeted me without wearing a mask (in fact, none of the service advisors were wearing one). I informed him that I wanted three things done: 1. Conventional oil change 2. Software update 3. Top off the antifreeze Since my mileage was at roughly 28,500 he suggested getting a 30,000-mile service. I asked him what that consisted of and the cost, which he told me would be $150. I told him I would wait until my next service appointment to do that since I would still be near the 30,000 miles and did not budget to be doing that today. When I got home (while my car was still being serviced), I mentioned the 30,000-mile service to my dad. He wanted to know exactly what that consisted of to know whether I should be doing it now instead. I talked to my same service advisor, Pete. He explained it to my dad and said that they were running a promotion so they could take $50 off and the total would come to $270. Quite the discrepancy from the amount I was previously quoted. Again, we decided to wait until my next service. Approximately one hour after I dropped off my car, I received a voicemail that my car was parked out in front and ready to be picked up and that all I would need to do is go in and see the cashier to pay. I was impressed by the quick turnaround and headed over to the dealership immediately. When I arrived, my car was not parked outside and still needed to be washed. The two cashiers told me that they had not received my paperwork and that I would need to go to the service department to retrieve that information, even though they were not busy and did not appear to be doing any other work. Rather than have them page or call the department, which would have been good customer service, I left to go to the service department and returned with my paperwork. Then, I presented a coupon for the oil change. They told me that they were unable to accept my coupon and that I would need to go back to the service department to have them rerun the paperwork. I then told them, “You really want me to go back a SECOND time to the service department?” and then finally one of the cashiers offered to run there instead. I also asked her to verify that a software update was done on my car since there was no mention of it in the paperwork. I have no problem presenting the coupon to the service department, but if there’s going to be additional hassle, the service advisor should be asking at the beginning of the appointment if I planned to be using any coupons that day so that they could run the paperwork correctly the first time rather than posting a small sign inside which would not be seen until after the fact. Since we are in the middle of a pandemic, I do not want to be inside for longer than needed. She returned with my service advisor and the updated paperwork to reflect the coupon. He explained to me that my car did not need the software update. I showed him the information I received in the mail and that it specified my year and make of car, but he said it only applied to certain models and that my car was fine without it. Mind you, this is the only reason that I made the appointment at Gurnee Hyundai so I was a bit frustrated upon hearing this information. I paid for my services and left to go home. Once I got home, I popped the hood and saw that the antifreeze level was the same as when I brought it to the dealership, below the minimum line. I called the dealership to express my frustration and left a voicemail for the service manager, Mark Strege. He has yet to return my call. I then returned to the dealership for a second time that day. Pete was available right away and took my car back to be serviced. He then informed me that the reason that the fluid wasn’t adjusted was because I asked for the wrong item. He proceeded to explain to me that what I wanted to be topped off wasn’t antifreeze, but rather coolant. Therefore, they didn’t do anything wrong and he put the blame on me. He also said that if I had done the 30,000-mile service that he suggested it would have covered that, again trying to put the ownership of the mistake on me. At that point, I asked him to just check all my fluids and make sure that they were topped off. Mind you, while I was waiting I ran a quick Google search which explained that the two (antifreeze and coolant) are essentially the same thing. Then, the mechanic that worked on my car brought it around and popped the hood to show me that the COOLANT was now at the maximum line. He tried explaining to me that when he filled it up, my car just sucked it down and that’s why it appeared so low. While this is completely possible, the coolant level was at the exact same level I brought it in at so I find this hard to believe. He then said it was his ‘bad’ that he didn’t top it off a second time as he should have. I appreciated that he at least took some ownership of the mistake. Needless to say, I will be taking my business elsewhere to maintain my vehicle from this point forward. I do not appreciate being misled, the poor customer service, and the unreliability of the services rendered.

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Recommend Dealer
No
Employees Worked With
Pete
Jul 18, 2020 -

Bob Rohrman's Gurnee Hyundai responded

Hello, I regret to learn about your disappointment regarding your service experience and the overall negative impression you formed of us. We strive to provide our guests with efficient service and would appreciate the chance to discuss your concerns with you directly. Please reach out to me at your own convenience. I look forward to connecting with you. Best, John Kokkalis General Manager (847) 249-1300

July 15, 2020

"Good service. Friendly staff that are very helpful. Mark..."

- Alisha

Good service. Friendly staff that are very helpful. Mark was able to help me out with my car when I had a check engine light.

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Recommend Dealer
Yes
Employees Worked With
Jul 16, 2020 -

Bob Rohrman's Gurnee Hyundai responded

Thank you for the great review, Alisha! We're thrilled to see that Mark had your car taken care of and back on the road safely. If we can do anything else for you, please be sure to let us know.

July 11, 2020

"I drove 5 hours to look at a car advertised for 5k on..."

- chrisrobinson

I drove 5 hours to look at a car advertised for 5k on autotrader only to be told they wanted $8500! due to work they had performed! Not a good way to do business! Ask what you want up front!!!

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Recommend Dealer
No
Employees Worked With
Jul 13, 2020 -

Bob Rohrman's Gurnee Hyundai responded

Chris, I regret to learn you felt you had a negative experience during your visit to shop for a vehicle. I would like the chance to connect with you about your concerns. Please give me a call to discuss. I hope to turn around any future experiences. Best, John Kokkalis General Manager (847) 249-1300

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