Jae Lee | Page 66

Puente Hills Hyundai responded

Juan, you are not being unreasonable at all. Sorry, we failed to communicate better and that the services took so long. I am going to review this with my team and use this as a learning block for all of us. Thank you very much for your feedback. Have a great weekend. Please ask for me next time, I want to make sure you are promptly attended to. Sean K.

JUANRAMIREZ-78 responded

Sean, It is under my user-name. I want to be clear on one thing, the service techs were not an issue, I agreed to leave the car in your shop as long as the techs needed, so the time they used was not over anything promised. My biggest issue is the with dealing with the reps behind the desks not the tools. I took exception to the focus from these folks on my repairs and the level of communication, which is key when you are trying to plan your life around one of the most important things in our lives, transportation! My recall work (which was needed to be able to renew my registration) took almost 4 weeks from the time I initially called to make an appointment to the day I received proof of recall being performed, which by the way, one of the reps didn't know the requirements and i had to make a second trip back to the service center with a "sample proof" that i got from DMV to show the rep what i needed. The whole experience felt like wasted time and frustration with lack of feedback on recall work vs the work recommended that was paid by me such as new tires, flush of coolant and transmission, tune up and valve (top end) cleaning. No one was ever rude or disrespectful, they were all actually nice when they eventually acknowledge you, I walked in, put my name on the sign-in sheet and sat down for over 30 minutes before anyone asked why I was there for. I was there to get the paperwork I should have received when the car was picked up at the end of the recall repairs, it took the rep a couple minutes to generate that, but it took me a 25-minute drive to you and ~35-minute wait in order to get that. I was also never told about any options for a rental car or loaner while I wait two weeks for parts on a recall. I hope this helps, if you want to ask me anything else or clear up any of this, please let me know. Also, if I am being unreasonable in my critique, please let me know, there are always two sides to an experience. regards, Juan Ramirez

JUANRAMIREZ-78 responded

Thank you and I appreciate you following up. I look forward to speaking with you next time I need service on my vehicle. Kind regards, Juan Ramirez