Lester Glenn Hyundai - Service Center

Follow-up to "Sales Team Is Excellent..Service Team Is Poor" I was contacted by Joe Giuliano, Service Manager at Lester Glenn Hyundai. He was very accommodating and asked me to reschedule and to see him persona I was contacted by Joe Giuliano, Service Manager at Lester Glenn Hyundai. He was very accommodating and asked me to reschedule and to see him personally on the day of the service. He included a complete car detailing service (interior and exterior) for my unsatisfactory experiences to date. I agreed. The day of the scheduled service appointment, I waited 55 minutes for my turn. I did not get to see Mr. Guliano, but was assured that the vehicle would be serviced as promised. I had to leave the vehicle over night, so I was offered a loaner car. As I was being escorted into their vehicle to go to the loaner car lot, another person entered the vehicle to get a loaner care. This person was there for service that she had to pay for. I picked up the vehicle and went to work (2 hours late). I received a phone call from the service rep who stated that my car needed warranty work and that it would be available in the PM the next day. I picked up my car the next day and noticed something was not right. The service department did the "free" oil change, the minor recall and the warranty work, but missed the detailing. I contacted Lester Glenn and made them aware of this omission. Mr. Guiliano scheduled the car detailing for another day which entailed me leaving it overnight, again. I did not want the loaner car this time. I picked up my car the next day (in the PM) and noticed that the car was slightly cleaner, but in no way was it detailed. I chalked it up to a lesson learned and moved on. Approximately, one week later, a grinding noise was coming from the front brakes and it became very difficult to stop the vehicle. I pulled it into the nearest service center and had the car serviced. The brakes were nearly completely worn away and one of the rotors was damaged to the point of replacement. Of course, you cannot replace one rotor, it has to be both, so $ 525.00 later, I got a vehicle with new brakes and rotors. I am not blaming anyone other than myself for the above. Before I complained about the level of service that resulted from the "free" oil change visits, I ALWAYS received a vehicle status report, which included the status of the brakes and tires. I did not get such a report this time and I am paying the price. I spoke to Mr. Guiliano soon after this happened, he apologized for my inconvenience, but was unable to speak to me about the condition of my vehicle when it left the dealer and could not do anything for me with regards to the brakes and rotors because it is mechanical and can fail at anytime. So, the moral is...don't complain about the level of service that is being performed by a mechanic who is responsible for making sure your vehicle is safe for yourself, your family and the other motorists. Accept the level of service being offered and move on...don't complain and look down when you are handed the bill. More

Mess ups with a simple OIL CHANGE...TWICE!! I went in for an oil change in 12/2014 and left my car there the night before. The service man said it would be looked at first thing and the oil chan I went in for an oil change in 12/2014 and left my car there the night before. The service man said it would be looked at first thing and the oil change would be done around 9:00am and that I would get a call. I received no call and went down there at 3pm for them to tell me that it was not looked at yet and would not be looked at that day (even though I scheduled an appointment and was told it would be done by 9am the night before). The Service Manager Joe basically blamed me for the issue, saying that I need to confirm with the service rep to tell them when I need my car done by (I DIDNT KNOW I NEEDED TO DO THEIR JOB AS WELL). He threw in a free detailing...thanks... I decided to give Lester Glenn ONE more shot to redeem themselves with yet another simple oil change in 5/2015, and the service guys FORGOT TO PROPERLY SCREW THE OIL CAP BACK ON. Within a few days of the oil change I had lost a quarter of my oil from my car that was just replaced....never again. I am now inquiring about how to break my lease early so I can be done with Lester Glenn FOREVER. More

Bad exprience with employees I went in for an Oil Change and a recall of some sort. I arrived at 7.08 AM for my 7.15 AM appointment. When I sat down with Mr. Sosa I asked how lon I went in for an Oil Change and a recall of some sort. I arrived at 7.08 AM for my 7.15 AM appointment. When I sat down with Mr. Sosa I asked how long it would take and he assured me it would be only about an hour an hour and 15 minutes at the most but probably sooner. I ended up waiting 2 hours for my car. Which I really would not have cared if he would have told me up front. Then at least I new I was going to be waiting for two hours but when i'm expecting to leave in 1 hour and it takes 2 its annoying. I would appreciate if they were up front with me about waiting time and not just say less time to make me happy because in the long run it just makes it worse. As I was in the waiting room another employee came up to me and asked how long I had been waiting so i told him two hours and he advised that he would see if my car was almost ready. 5 minutes later my car was ready which makes me wonder if it was just sitting there and no one bothered to check if it was done. When getting my paperwork at the check in desk I heard a female employee tell the male employee who had just asked how long I had been waiting for that she didnt know why I was complaining when I had only been there an hour and a half. Which is completely rude and unacceptable behavior to bad mouth a customer especially when I am two feet away from her. I had been waiting for at least two hours and I didn't even complain. An employee asked me how long i had been waiting. What am I suppose to do lie about my waiting time. It seems the service gets worse and worse every time I go there. I have bought two cars there and go for all my service. At first it was great but its gone way down hill. The rude lady has basically cost them a customer as I will no longer go there for service or to buy any cars. More

My son and I purchased a 2012 Accent end of May 2012. In the middle of October he was hit in the side by another vehicle. By the time the insurance adjuster's had been out to see it Hurricane Sandy had hit the middle of October he was hit in the side by another vehicle. By the time the insurance adjuster's had been out to see it Hurricane Sandy had hit and when I finally after several attempts and leaving messages that were never returned our appointment did not occur until Decemeber 26, 2012. We dropped the car off at the scheduled appointment (an appointment given to me by the scheduler) only to find out that we would have to wait for them to find someone to take us to the Rental Hub because everyone was at lunch. Needing a rental car was discussed when the appoinmtent was made. Dan, the body shop manager ended up having to give us a ride to the rental hub and promised to call me on Friday with an update on the car. That phone call never came. I also informed them at that time that I would be leaving on an 8 day business trip on January 17th and asked if the car could be finished by them, with my understanding that it may not happen, but they would let me know. On Tuesday, January 8th, I left a message (voicemail) requesting an update on the car, on Wednesday the 9th, I left my name with Toni and on Thursday the 10th, I called and asked to speak to Dan. He informed me that it probably would not be ready before I left on the 17th due to there being more than just surface damage to the door and frame. OK so off I go on my business trip and I am gone until January 25th. On January 26th I receive a phone call from Tom that my car was ready. Great! Finally! I called my son and we went to the Rental Hub and dropped off the car. We were the first customers in the door when another customer came in behind us (who happened to work at the Manahawkin Lester Glenn). When we were finally given a ride back, we FIRST had to drop off the other customer who had come in behind us at the Mazda dealer before we were taken to the body shop. When I tried to tell the driver that he was missing our exit off of the parkway he said no, we need to take 37 East to go 37 W when it would have been easier and a much shorter time frame to take the 37W exit. When we are dropped off, we tell them we are there to pick up our car, we fill out the paperwork, write the check for the deductible when Walter comes out and asked "Who told you your car was ready?" When I said Tom, he said "Tom who?" What the heck???? Tom from Lester Glenn called and said the car was ready. Well it wasn't ready, Tom from the service department and Walter from the body shop must not have comminicated very well, because we were there to pick up a car that wasn't ready to go. Walter had to take us back to the Rental Hub and promised to call me on Monday-no call! Can't say that I am surprised. After receiving excellent service when the car was sold to us in Manahawkin, I am very disappointed and will never use this body shop again. This department needs help! More