Tim Henderson

Purchased a used car before photos were even uploaded to the website. My salesperson, Steven, was easygoing, responsive, and never pushy. He made the buying process smooth and never made my questions feel l the website. My salesperson, Steven, was easygoing, responsive, and never pushy. He made the buying process smooth and never made my questions feel like an inconvenience. The issues began at pickup a few days later after the vehicle was certified and roof racks were installed. The very next day, the Bluelink app showed a maintenance notification. I contacted Steven, who quickly brought it to the service team. I was told it was likely just a test and not to worry unless a check engine light appeared. That didn’t sit right, so I contacted Bluelink directly and was told this was not normal and should not be ignored. When I relayed this back to service, I was told I could bring the car in, but without a warning light nothing would show, and the notification was “in the cloud.” A week later, after heavy rain, water began dripping from the interior roof near the sunroof controls and rearview mirror, soaking the center console. I reported it immediately and was initially told to wait a few days, though they got me in the next day. I had to drive 45 minutes and was given a smaller, lower-trim loaner that barely fit my car seat. When I raised concerns, a sales manager (Tim) blamed the situation on the salesperson for not escalating sooner rather than taking accountability. In a later conversation, he also contradicted himself—after previously acknowledging my need for space, he told me he never said I’d be put in a comparable vehicle and claimed I was remembering incorrectly. That interaction was frustrating and unprofessional, especially seeing a new employee blamed instead of supported. Service later said the issue was a clogged drain and returned the car, but the maintenance notification remained. I was told to “give it a few days,” and also told the GM would be reaching out—something that never happened. Soon after, during more rain, I noticed water inside the windshield. I contacted Steven again and he responded immediately. This time, I was told a rental would be brought to me and my car taken in for a specialist. Initially, I was again assigned a smaller vehicle until I pushed back and spoke with management. After a frustrating experience, I escalated further and connected with the service manager, Tony, who was professional, took accountability, and corrected the situation by providing a comparable vehicle and consistent updates. The dealership ultimately found a leak requiring additional work and kept my car into the following week. When the repair was complete, the maintenance notification was finally cleared, though communication around it remained inconsistent. I was also told conflicting information about whether my car would be returned to me or if I needed to pick it up. Throughout all of this, Steven and Tony were the only consistently positive parts of the experience—both responsive, professional, and willing to help. However, I never received a call from the general manager, despite being told I would, which spoke volumes about customer care at that level. Overall, I would be cautious purchasing from Fort Mill Hyundai. The sales experience was smooth, but once issues arose, it became difficult to get clear answers or accountability. I would absolutely work with Steven again, but not at this dealership. As a family with multiple Hyundai vehicles, this experience ensures we will not be returning here for future purchases. More

Report | Print