Crestmont Hyundai

I had a car appointment on Wednesday 9/9 to do oil change and look at shifting issue. Lisa Marie was the service advisor. She asked if I wanted to do the recalls. I said yes, but the seatbelt recall parts and look at shifting issue. Lisa Marie was the service advisor. She asked if I wanted to do the recalls. I said yes, but the seatbelt recall parts were not in again. She informed me that the rear window recall, oil change, and diagnostic would be a few hours. After 2 hours, Lisa Marie came to tell me that they couldn’t find anything wrong with the transmission, but noted that one of the struts was worn and needed replaced. She said they could do a relearn to see what happens. She also stated that the rear brakes needed replaced and they recommended new tires. I declined the relearn, but authorized the strut repair. Lisa Marie said that the part needed to be ordered and would be delivered in 2 days. We originally made plans to make another appointment. After consulting with my husband, I also authorized the brakes and the tires. I asked Lisa Marie about the alignment charge and she said that they could tie it into the struts and waive the additional cost. Originally, I was going to wait for the brake and tire job as the work was supposed to be available in 45 minutes. However, Lisa Marie came back and said the technician went to lunch, so it would be more like another 2+ hours. I decided to make another appointment to do the brakes and tires with the struts. As I packed up, Lisa Marie let me know that the dealership had a loaner that they could give me so I did not have to make another appointment. She told me that she would let me know when the parts were in and the work started. She told me that all the work should be done by Friday end of day. After discussing with my husband further, I realized that Lisa Marie did not tell me the type of tires she was putting on. I called and spoke to the receptionist who transferred me to Lisa Marie’s extension. The voicemail picked up with a man’s name. I hung up and called the receptionist back, who assured me that was Lisa Marie’s extension and that she was able to access the voicemail. Relying on this, I left a message asking Lisa Marie what tires she was putting on the car and to call me back. She did not call me back. I called again on Friday and left another message, this time telling Lisa Marie not to change the tires. I did not receive a call back. On Tuesday, 9/15, I received a text from Lisa Marie, stating that they received the struts and the car would be done sometime this week. I replied asking if she received my voicemails and did not receive a response. On Tuesday, 9/15, I spoke with Service Manager, Zach, and replayed the information above. Zach said he would look into it and call me back. Zach never called me back. Lisa Marie called me instead and said she does not have access to the voicemails, contradicting what the service receptionist told me. She told me that the tires were already on and asked if I would take a small discount instead of taking them off. I said okay. She told me that the car would be ready that afternoon. We picked up at the end of the day. Lisa Marie was not there. I was given the keys and the car was not pulled around. After paying and walking out to my car, I realized that the car had not been washed. The tires were filthy and covered in dirt and mud splashes. There was no service adviser in the service area at that time that I could see. Super disappointed in the communication and level of service I received. The car took an extra 4 days and no one felt it necessary to communicate that to me. The follow up was incredibly lacking. Then after spending almost $2400, they couldn’t even wash the dirt off the new tires. More