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.