Absolutely atrocious customer service experience. The worst I've ever had by far. If I could give this review 0 stars, I would. But 1 star will have to do.
I brought my 2010 Hyundai Elantra to Island Hyundai to be serviced for an EPS (electronic power steering) system warning light on the dashboard. I also brought paperwork that shows that the EPS warning light is listed under a Technical Service Bulletin. Within an hour of dropping the car off, one of the service representatives called me back to tell me that the entire steering column would have to be replaced and that the Technical Service Bulletin does not cover the repair. I was given the option to have the repair done (which was going to cost over $2,500), or take the car and pay the $150 diagnostic fee.
The following day, I brought the car to Hyundai Freehold in New Jersey, which ended up being a completely different customer service experience. Nick Meccia, one of the service representatives there, informed me that the repair may actually be covered under the 10 year/100,000 mile warranty (the car only has 25,000 miles on it). Nick submitted a claim to Hyundai, and a few days later, he called me to inform me that Hyundai approved the claim and Hyundai would cover the entire repair, free of charge. Nick provided EXCELLENT customer service, was very understanding and was willing to do whatever it took to resolve the issue. The repair was completed about a week later.
I go back to Island Hyundai of Staten Island and asked to speak to the service manager. His name is Dante Lopez. I explained to him the whole situation with the car. I showed him the invoice from Hyundai Freehold that listed the repairs that were done free of charge and asked why Island Hyundai didn't bother checking to see if the car was still under warranty. He looked up the warranty information on the car and insisted that the necessary repairs were not covered under the warranty, which is impossible because I had just gotten the car repaired a day later at Hyundai Freehold. I simply asked why they were so quick to give me a $2,500 estimate and why they didn't bother submitting a claim to Hyundai to see if the repairs would be covered. His reply was:
"I’m not going to go out of my way for non-loyal customers."
I was absolutely appalled by the response. I couldn't believe that anyone in customer service, let alone a service manager, would say that to a customer. “They must do business differently there”, he added.
I replied “Yes they do business the right way”
He responds by saying that he’s running a business and is not going to just give anything away for free. So the assumption here is had I not taken my car to Hyundai Freehold and done the repair at Island Hyundai instead, I would have paid over $2,500 dollars for something that I could have gotten for free because the car was still under warranty? Does this sound like good customer service to you? He also states that Hyundai Freehold is different from Island Hyundai because Island Hyundai is privately owned and operates differently. You both operate under Hyundai! That makes absolutely no sense!
Absolutely disgusted at this point, I asked for a refund of the diagnostic fee. Dante said that he wasn’t going to give me a refund and that there was nothing he could do about it.
I then tell him that since he was not willing to refund me the diagnostic fee, through word of mouth, he was going to lose a lot of business, and that I would never set foot into Island Hyundai ever again, whether it’s to purchase a new car or to replace my windshield wipers. I then tell him that I will be calling the Better Business Bureau to file a formal complaint against him and Island Hyundai, and will be writing very negative reviews on Island Hyundai’s website, and on any other website explaining in detail this absolutely atrocious customer service experience. I added that I am NEVER, EVER going to recommend that any family members, friends, co-workers, and acquaintances go to Island Hyundai for any reason. Pay the extra gas and toll to go to Hyundai Freehold of New Jersey instead; where THEY understand the values and meaning of customer service.
In a very condescending tone, with a grin on his face, he replied: “You do what you need to do, it won’t bother me, and I won’t lose sleep over it”.
How can someone who is a MANAGER in customer service be so callous, dismissive and act so unprofessionally to a customer? I am 35 years old, and a NYC Firefighter and this is the first time that I’ve ever had to write a negative review about a customer service issue in my life. He was not willing to offer any kind of sympathy or solution to my problem.
It’s obvious that the ONLY thing Hyundai of Freehold and Island Hyundai have in common is the Hyundai name. No customer should EVER be treated this way, and because of this, I will be taking my business to Hyundai of Freehold from now on. THEY know how to treat their customers with respect, something that is completely lost on the staff at Island Hyundai.