Hyundai of El Paso
El Paso, TX
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Terrible Service and customer service. My granddaughter took car in to get diagnostic for her air conditioner. Since there were 4 recalls they were going to take care of them. She drove he My granddaughter took car in to get diagnostic for her air conditioner. Since there were 4 recalls they were going to take care of them. She drove her car with no issues only for air conditioner. When she picked up the car next day she started having problems with the brakes. She called and was told they did not cause the issue. Took the car in was told needed to pay for diagnostics for brakes which she did not have problems with until they did the recall. Now they won’t fix the problem they created. She’s a college student and they are taking advantage of her. Be careful with this place on any recalls or service. Very disappointed and dissatisfied with them. More
Extremely poor service and communication. I called Service with concerns about my 2017 Sonata plug-in hybrid battery. The battery had been degrading slowly over time as expected (losing about I called Service with concerns about my 2017 Sonata plug-in hybrid battery. The battery had been degrading slowly over time as expected (losing about 1 electric mile per year) then suddenly began degrading extremely quickly (losing 1 electric mile per month!) I worked with Steven Sanders. He told me to bring the car in (even though when I tried to schedule they kept telling me I didn't need an appointment). He was not familiar with normal vs abnormal battery degradation, and misquoted my vehicle warranty (specifically regarding plug-in hybrid battery life). They insisted that this sudden loss of battery capacity was normal and that the warranty didn't apply (even though the warranty clearly states that, while all batteries slowly degrade over time, the battery would be replaced when it drops to 70% of original capacity). When I pointed this out he stopped answering my calls/texts. He/They kept my vehicle several days to tell me this (which could have been accomplished with a phone call rather than having to drop the car off) AND they never performed the regularly scheduled maintenance which I had also requested. I still don't have an answer re: what is going on with my battery, why it can't be replaced as per warranty, and I keep getting reminders to bring the vehicle in for servicing. More
I have been a loyal customer of Hyundai of El Paso for many years, With my family and I having purchased a total of 12 vehicles from them, primarily due to the allure of what is advertised as 'America's b many years, With my family and I having purchased a total of 12 vehicles from them, primarily due to the allure of what is advertised as 'America's best warranty.' Regrettably, my recent experience with this dealership has left me profoundly disappointed. In my opinion, the owner of Hyundai of El Paso, Oscar Lesser, and the General Manager, Carlos Tirado, should be deeply concerned about the reputation of their dealership. Moreover, the Service Manager, Tom DeArman, should share in this concern. It is disheartening to witness a dealership, entrusted with upholding the standards of the Hyundai brand, fail to stand by its products and warranties. One particularly egregious issue revolves around the Theta engine, commonly found in Hyundai Santa Fe Sport vehicles sold by this dealership. This engine has a troubling history of production-related problems, leading to a class-action lawsuit against Hyundai. My ordeal began when my vehicle's engine abruptly ceased functioning while I was traveling at highway speeds on Spur 601. I consider myself fortunate that it did not result in a dangerous situation, but this incident marked just the beginning of my troubles. The warranty claim process proved to be an exercise in frustration. Attempts to gather information over the phone were met with stonewalling, leaving me on hold for an exasperating 45 minutes before I decided to drive to the dealership while still on hold. Upon my arrival, I was informed that my engine had indeed seized. I provided documented proof of two years of regular oil changes using full synthetic oil. Astonishingly, the dealership denied my warranty claim, citing 'exceptional maintenance neglect.' This decision felt like a blatant attempt to evade their warranty obligations and was deeply disappointing. It came to my attention that the dealership had inaccurately entered my vehicle's mileage in the request for warranty coverage. This falsification was entered into the system and submitted for review. When I brought this issue to the attention of the Service Manager, Tom DeArman, he stated that mileage has no bearing on a decision related to warranty coverage. This raises concerns about the transparency and integrity of the dealership's practices. Entered milage was 115,223 with the actual being 72,795. A major discrepancy. My trust in Hyundai's promise of a dependable warranty has been irrevocably shattered by my experience with Hyundai of El Paso. I strongly advise potential customers to exercise caution and avoid this dealership at all costs. The behavior of its owner, general manager, and service manager has left me disheartened and questioning the integrity of their operation. Don't waste your hard-earned money here; there are more reliable options available. Oscar Leesers Hyundai of El paso is profit over people and safety. Stay far away. More
First, I took vehicle for a simple recall and state inspection, I was informed my car would not pass inspection unless I got new brakes and rotors. We paid about $650 for this to pass inspection. Then inspection, I was informed my car would not pass inspection unless I got new brakes and rotors. We paid about $650 for this to pass inspection. Then I picked up my car a week later, only to hear a thumping noise coming from the front engine bay. We returned our vehicle to have the thumping noise fixed because it didn't feel safe or right. The service advisor assigned, Khahlil Williams, took about three weeks to send one text message informing us that repairs would be about $2800 + tax to fix bad struts and control arms. During the three weeks Khahlil was "working" on my car we had been trying to call him, text him but he never returned our call until that one famous text message with the outrageous quote. I didn't understand why I had to pay for something that started after I bought "new brakes and rotors". I finally called and demanded to speak to a Nathan Steven's (Service Manager) and explained to him from the beginning the issues with communication from Khahlil but most importantly that I didn't think it was right that I was being quoted for something that started after I paid so much money for "new brakes and rotors". I never suspected prior to going to Hyundai that my vehicle needed brakes as I had never heard any noises but they are the "experts". I asked Nathan to double check Khahlil's work because if he would tell me the same thing then I needed to know if he thought my vehicle was safe to drive because literally my life and my children's were in their hands. He said he would look into it and call me back. No call backs from Nathan either... I had my husband call him and finally days after he was supposed to call me my husband finally got a hold of him on his phone. Nathan informed my husband that the car was in fact needing new suspension parts and the most he would do is give us a discount and suggested we look into purchasing a new car instead! By this time I was getting frustrated thinking my car was just sitting there with nothing being done so I told my husband to just go and pick up the vehicle. When my husband picked up the car, Khahlil had the audacity to try and charge another $90 for doing nothing to the vehicle. Once home, he looked for himself because it was still making thumping noise and to his surprise all the lug nuts on front driver side tire were completely loose, he was able to unscrew them with his hand! I am livid that they would return a car like this to anyone because we could have ALL died at one point or another! I horrified that small evil people like this exist and that consumers like us have to pay for these types of mistakes! An accident will happen soon if someone like Carlos Tirado doesn't do something about this type of business that they are running back there unless this type of shaddy behavior comes from the top! My husband tighten the lug nuts and no more thumping and he also noticed that the rotors they were supposed to have "replaced" were my original rotors! I paid $650 something for What?! This is HORRIBLE AND DANGEROUS place to buy or even take your vehicle to. If you buy a vehicle there chances are you will have to get it serviced there but please please think twice because your life depends on it! More
I don't usually take time to do reviews, but this place deserves a 0 start. Please DO NOT take your car to this place. Save your money. They kept my car for over two months and couldn't find the issue. The deserves a 0 start. Please DO NOT take your car to this place. Save your money. They kept my car for over two months and couldn't find the issue. They charged me $500 for a diagnostic and for changing a $15 sensor. Ultimately, they told me that I needed to replace the ABS, which was over $3.000. Customer service is horrible. What angers me is that they told me the engineers found the issue, and that was it. I didn't believe those unprofessional liars and took my car to AV Automotives (3736 N. Zaragoza). The issue with my car was the power brake booster and the master cylinder. More
Their service department is a joke they ask you to make an appointment and then they want to keep the car for 3-5 days just to diagnose the vehicle. an appointment and then they want to keep the car for 3-5 days just to diagnose the vehicle. More
We shopped regionally since we wanted a specific model, trim package, and color and everyone's inventory was thin. Finally spotted the car we wanted on the El Paso website, in transit to them. Tried to loo trim package, and color and everyone's inventory was thin. Finally spotted the car we wanted on the El Paso website, in transit to them. Tried to look at its window sticker but that feature of their website does not work. Called and someone emailed the sticker to us. We then placed a deposit on the vehicle to reserve it when it arrived. It came in several days early; we got the call on a Saturday morning and were pressured to come in the same day. Since we don't live in El Paso and hadn't moved the funds we'd need to pay for the car into the right bank account, we said no and made an appointment for the next business day. We put our dog in daycare, had to pick him up by 7 pm which should have been an easy deadline to meet. But when we arrived at 1 pm nobody was expecting us and the car was not on the main lot. We were assigned to a salesman who knew nothing about our arrangement or the deposit we had paid. He found the car on a satellite lot and drove us there to inspect it. It was the right car but had not been checked in to their inventory, the accessories had not been installed, it hadn't been washed or gassed up. The salesman drove us back to the main lot to do the paperwork, where we spent the next several hours waiting for we were not always sure what. By the time the paperwork was done and the car was ready to go it was after 4 pm and time to pick up our dog was getting short. They gave us only one key fob, keeping the second one as a hostage until we provided proof of insurance. Just before we drove away, the general manager came and gave us a copy of a survey we would be receiving from Hyundai, which included their SUGGESTED ANSWERS that they wanted us to give saying how wonderful they were. Insult to injury. By the time we drove to Carmax and sold our trade-in (for more than TWICE as much as El Paso Hyundai offered) it was dark and we were too late to pick up our dog so he had to spend the night at the boarding facility. The next day we provided proof of insurance but were told they would not send the key fob until they got the license plate and could send them together. We objected strongly and they relented and sent it Fedex but only after we said in writing that they were not responsible if it was lost or stolen en route. We received the title from our state DMV about two weeks later, but no license plate. Waited and waited, watching the days tick away to when our temporary tag was going to expire. When there was only a week left we called them and learned they had been sitting on our plate for more than a month without telling us or sending it to us. Why the DMV could not have sent it to us directly remains a mystery. They Fedexed the plate, but only after we once again said we wouldn't hold them responsible if it was lost or stolen. After we finally had everything in hand - vehicle, keys, title, license plate - we went to fill out the Hyundai survey only to discover that it had expired. This was the worst car-buying experience we've ever had. Luckily we have a different dealer where we live so we don't have to ever go back to El Paso for service. We will certainly never be setting foot in that dealership again. More
If you need service, you will be sorely disappointed. Everything takes at least an entire day, with or without an appointment. The service advisors are rude and cannot answer simple questions. I bought a Everything takes at least an entire day, with or without an appointment. The service advisors are rude and cannot answer simple questions. I bought a brand new Genesis sixteen months ago, and they have not had a loaner any of the three times I was there. Now there is an engine code on the dash that will take THREE days to diagnose with an appointment (five without). This is my third car purchased there, but it will be my last. More
Had to check if my Genesis GV70 rear speakers were working properly. After 4 days I finally made contact and they said all was ok. They never had contacted me for updates. Finally they stated the woul working properly. After 4 days I finally made contact and they said all was ok. They never had contacted me for updates. Finally they stated the would bring vehi le to my house and would call me. They haven't as of this posting. I have had the 2023 genesis for 6 weeks. If this is a sample of their service department it is horrible.. Of all the service departments i have dealt with over 50 years this is absolutely the worst. Genesis and Hyundai should get on their backs to improve that operation. If i would have known i would have bought a Cadillac More
The service department is horrendous. We were quoted two hours for our vehicle, we did not stick around since last time it took over three hours for a simple oil change, even with an appo We were quoted two hours for our vehicle, we did not stick around since last time it took over three hours for a simple oil change, even with an appointment. We were not making that mistake again with a newborn! We stayed close & returned two hours later to find they had not even started on our vehicle since we did not wait in the lobby. It is a shame this is the only Hyundai in El Paso. More