Robert Gilmore

A joke of a service department. They will bully you and lie to avoid honoring your warranty. I am incredibly disappointed with the deceptive service and lack of accountability at They will bully you and lie to avoid honoring your warranty. I am incredibly disappointed with the deceptive service and lack of accountability at this dealership. I brought my 2022 Hyundai Elantra in for recalls and four warranty issues, and the entire experience was deeply frustrating. To start, the service person complained that replacing the seat belt tensioner (one of the recalls) was a difficult and involved process. His attitude was exceptionally negative, making me feel like I was inconveniencing him by simply expecting him to do his job. Regarding the warranty issues, I did a physical walk-around with my advisor, Cathy, and clearly pointed out every single problem: 1. Clear coat flaking off one of the wheels. 2. Black chrome finish peeling off the adaptive cruise control sensor on the lower grille. 3. Plastic trim coming loose on the passenger-side rear door. 4. Lint trapped inside the rear driver-side turn signal lens. While they agreed the cheap fixes (the trim and the lint) were covered, the service department went to absurd, insulting lengths to dodge financial responsibility for the two more severe issues. First, Cathy claimed my flaking wheel clear coat was from "curb rash" and the peeling sensor finish was from a "pressure washer." Both claims are outright lies. There is zero physical damage or curb scraping on my wheel, and I am the only person who washes this car and I have never used a pressure washer. When I called her out, she backtracked and said "the warranty lady" had to get involved. A while later, I was taken to the service bay where the story completely changed. Now they claimed a "tire machine" from a previous tire change ruined the wheel, and a "rock chip" allowed water under the sensor finish. The technician and the rest of the staff had a disgusting, highly accusatory attitude throughout the entire interaction. Unfortunately, I was experiencing a medical issue at the time and was too out of it to fight back against their bullying and shifting excuses. Had I been well, I would have handed them the facts they deliberately ignored: * The Wheel: The clear coat is very obviously flaking off close to the face of the wheel. This peeling is happening in an area where a tire machine doesn't even come into contact with the surface. Furthermore, the fact that the other three wheels have no flaking clear coat and there is no road rash present, proves it is a manufacturing defect. * The Cruise Control Sensor: There are other rock chips on the black chrome finish on other parts of the grille, and none of them are peeling or flaking. If one tiny rock chip causes the entire finish to peel or flake off, it means the finish was never properly bonded to the plastic substrate at the factory. Both are clear defects in materials and workmanship. It is crystal clear that this service department intentionally fabricated multiple, conflicting stories just to see what would stick so they could deny high-cost warranty claims. What good is a 5-year, 60,000-mile bumper-to-bumper warranty if the dealership employees aggressively manipulate the truth to get out of honoring it? I didn't buy a Hyundai because I thought it was the highest quality, most reliable car on the market; I bought it for the promised peace of mind of the warranty. This experience completely shattered that trust. I will absolutely never step foot in Crain Hyundai ever again, and I will actively warn everyone I know to avoid the entire Crain corporation. They do not care about customer service, and they do not honor their word. Because of this experience, I simply don't trust this dealership or Crain's corporate office to do anything right, so I will be submitting my photos and a formal complaint directly to Hyundai's corporate headquarters instead. More

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Sebastian V. has sold me two cars and both times my experience has been outstanding. has sold me two cars and both times my experience has been outstanding. More

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