Patrick Wells

Castle Hyundai Downers Grove responded

Hi HYERYOUNG, Thank you for bringing this to my attention, and I’m sorry to hear about your frustration—especially when it comes to communication after the sale. That’s never the experience we want our customers to have. As we discussed when you called in, we did take the time to review your deal thoroughly. At this point, we do not have anything on file indicating that all-weather floor mats were included or authorized by management at the time of purchase. Additionally, the salesperson you worked with is no longer with our company, which has made it more difficult to verify any verbal commitments. That said, I still want to help make this right for you. I’d be more than happy to offer you any Hyundai all-weather mats at our dealer cost as a gesture of goodwill. Please feel free to reach out to me directly so I can personally assist you and get this resolved. Thank you again for your feedback—we truly appreciate it and the opportunity to improve. Best regards, Patrick Wells General Manager

Castle Hyundai Downers Grove responded

Cheema, thank you for your feedback. I’m very sorry to hear about your experience and the frustrations you’ve outlined. At this time, I have not been able to locate any records under your name, and I have not personally received any communication regarding these concerns. That said, I definitely want to look into this further and get you clear answers. Please respond directly to this review or reach out to me personally at your earliest convenience with your full name, VIN, or any additional details so I can investigate the situation and assist in resolving this for you. I appreciate you bringing this to our attention and look forward to connecting with you soon. Patrick Wells General Manager pwells@castlecars.com

Castle Hyundai Downers Grove responded

Chris, I’m very sorry to hear about your experience. This is not the level of service we strive to provide, and I apologize for the frustration caused by the lack of communication. We truly do pride ourselves on customer service and keeping our guests informed throughout the repair process. I do want to clarify that Eric, your service advisor, did reach out to provide an update and let you know that the tire is expected to arrive and be ready by approximately 2:00 PM tomorrow. That said, we understand how important clear, timely communication is—especially when you’re trusting us with your vehicle—and we clearly fell short here. Thank you for bringing this to our attention. Your feedback is being addressed internally, and we appreciate the opportunity to make this right. Patrick Wells General Manager