I had no intention to air my grievances here however the general manager of this dealership didn’t respond to my 2 emails with the following feedback.
On Tuesday August 25th, 2020 I took my sister’s 2016 Hyundai Accent SE to Glendale Hyundai for the 60,000 mile service and to examine squeaking wipers. The dealer website listed the 60,000 mile service as an oil change and tire rotation as well as a multi-point inspection.
Upon arrival I noticed the service bays were cramped and dirty and had begun to wonder if I had pulled into the wrong area, perhaps were customers were not meant to be. I noticed a podium up ahead with a stop sign and the service advisors to the right. I was, unfortunately, in the correct location. The service advisor asked me why I was there to which I responded I had an 11:00am appointment. She asked me if I was here for my “major”. Confused I stated that the website only mentioned an oil change and tire rotation as did the owners manual. She briefly departed and returned with a menu of 3 services each ranging from nearly $800 for the “factory” menu all the way up to nearly $1100 for the “dealer premium” service. I informed my service advisor, Arlene Polonco, that I only wanted my oil change, tire rotation, and multi point inspection.
The experience changed as soon as I uttered those words. From that point forwards she grew almost cold and hostile towards me and very quickly got me taken care of, presumably to move on to other customers where she could potentially make more money. Before I left for the waiting area I was told my car would take 2 hours. I was startled but assumed they may be busy despite my appointment.
However while I was waiting at the counter with Ms. Polonco the staff frequently took off their masks to talk to each other and only fully put them on around customers. I felt as if they were not taking the COVID-19 pandemic seriously.
After I entered the waiting area I opted to wait in the showroom to socially distance from other customers occupying the service waiting area. In the showroom I heard sales managers and salespeople yelling at each other about closing doors to limit the amount of time the Air Conditioning would be on. Of course minimizing expenses is necessary for a business but being this rude and blatant about it in the presence of customers assured me that this dealership put profits over their customer experience.
I spent my 2 hours googling some of the “services” my sisters Accent allegedly needed such as a fuel system treatment, which only is recommended by Hyundai in the event that detergent gasoline is not available. We are in greater Los Angeles, not rural America, we have detergent gas.
After 2 hours I had not been given any kind of update about the car and decided to go talk to my service advisor to inquire about the wait. As I approached the service advisors Ms. Polonco who was busy with a customer. As I waited patiently an advisor behind her waved me over. She then noticed I was there and handed the RO to the gentleman behind her and asked him to “charge it out”. I was then left wondering just how long my car had been ready and when she was planning to inform me that my car was ready. As we were completing the transaction (where my debit card was taken from me and handled without being sanitized upon being returned to me, and I was also not given the option of contactless online paying which the receipt says is available) I had to ask for the multi-point inspection paper as it wasn’t immediately given to me. As I reviewed my documents outside I recalled I was never told about the squeaking wipers which I mentioned online when making my appointment. My inspection sheet also didn’t list the tread depth of the tires or the thickness of the brake pads and rotors. Was my car given the absolute minimum after I declined the $800 “service” for the car??
Overall I am thoroughly disappointed with this experience and have absolutely no intention to return to this dealership unless I receive a personal apology from the Service Director Mr. Avo Minassian and my Service Advisor Ms. Arlene Polonco.