Castle Hyundai Downers Grove - Service Center

Long time Pugi (Genesis) customer who will no longer visit Castle following the acquisition. I didn't think a company could tank so quickly after a change in ownership but somehow, Castle nailed it. visit Castle following the acquisition. I didn't think a company could tank so quickly after a change in ownership but somehow, Castle nailed it. Little background - I've purchased three cars over the years from Pugi. I always found their staff to be knowledgeable, low pressure in their approach but most importantly, they always placed a heavy emphasis on service. While that attitude still exists amongst some of the employees (Jordan Hernandez was fantastic as was Mike), it's obvious that they are grossly understaffed (likely upper management's fault) and the acquisition was not handled well. They have less mechanics than they used to and that leads to longer wait times in getting in to see them. If you need an example, try making a last minute appointment. Mike, to his credit, got me in last minute but that was only because it was a repeat issue. But if you are buying a car, be aware that you'll likely need to find somewhere to service it. As I type this, I've been on hold, disconnected or directed to an incorrect or non-functioning voicemail 8 times over the past 20 minutes in attempt to get the status of my vehicle repair. The operator's located in another building and despite her being very friendly and helpful, she literally can't connect with anyone there (cashier, service associate or manager). With the acquisition by Castle, they also changed software platforms so they no longer have any of your maintenance history. Even though this was the third time they were addressing my same issue, they couldn't view what they did previously so I had to find all the receipts from prior visits so they could see the maintenance history. To their credit, they did cover the cost of the fix (as they should have) but Castle needs to take a hard look at what made Pugi successful and invest in their operation or I'll buy my 4th Hyundai elsewhere. More