I will never be purchasing a car from or using the
service department at this dealership ever again. I have had NOTHING but problems with the service department since I purchased my 2016 Tucson back
service department at this dealership ever again. I have had NOTHING but problems with the service department since I purchased my 2016 Tucson back in 2015. It has never been easy to schedule my car for oil changes or general service, but my main issue has been dealing with the engine in my car. If you don’t know and are looking to purchase a Hyundai, you need to consider this- there have been problems with certain engines in the different models of Hyundais and they burn oil BADLY. My dad had a 2008 Sonata and kept up with oil changes consistently, but the engine blew on his car due to it burning oil so badly. He replaced the car with a 2016 Sonata and again, same problem with the engine burning oil. This time, my parents kept track and did oil consumption tests through Hyundai and was able to get the engine replaced because the car “failed” their tests and qualified.
Now, back to my Tucson- I had to start the process of oil consumption tests in the spring of 2021 after driving my car to South Carolina (also after an oil change at a different service shop) and my Tucson burned almost 6 quarts of oil just driving to SC. I spent the summer of 2021 going to Family Hyundai every 1,000 miles to have my oil levels checked, with my oil levels being low each time I went in. Hyundai deemed that my car was burning enough oil to require a piston soak to see if that would resolve the problem, so Family Hyundai took care of it. After the piston soak, I had to bring my car back after 1,000 miles to see if the soak had work and if my car had stopped burning oil. They checked and my car was STILL burning almost 2 quarts of oil, but Hyundai said that it was “fixed” and that my car will burn oil until it doesn’t run anymore. At this point, my car had about 95,000 miles on it. I continued to check my oil every other week, topping it off and continued to get it serviced elsewhere because I hated going to the dealership.
Fast forward to August 4th, 2022, my car has over 110,000 miles now and it’s STILL consuming oil, but worse now. The service shop I go to said I needed to schedule an oil consumption test as soon as I can. I immediately called Family Hyundai to schedule an appointment and the earliest appointment they had available was September 26th, which honestly, is not okay at all. So, I waited patiently for the appointment and kept putting oil in my car.
On September 22nd, my car started to not feel right when I was driving it, sounding louder than normal and running rough, and even with putting oil in it, a knocking sound started to happen. When I dropped the car off on the 26th, the service advisor who checked me in (not the one who had been dealing with the original oil consumption tests) said “oh *insert cuss word here*” as he turned my car on, so I knew that it wasn’t a good sign. They said that I needed a new engine and filed the claim through Hyundai. Because of the piston soak clearly failing and the knocking sound, Hyundai approved my claim for a new engine but because of the fact that my car had over 100,000 miles on it, they would not completely replace the engine for free (my cost would be $800 out the door, no other charges, is what I was told). I was told that it could take MONTHS to get my engine due to the supply chain issues and that the dealership also had NO LOANER CARS available for guests to use, which they had sold off during the chip/car shortage. I live in Orland and work in Crete, so not having a vehicle wasn’t going to work. They managed to somehow get me a loaner and then I heard absolutely NOTHING for two months about the status of my car. I had asked for an update every once in a while, even if it was just to say that there’s no update. The communication at this dealership is HORRENDOUS and there have been multiple times where I have tried to talk to Tom the service advisor, left messages for him, and never gotten a call back (there were lots of times when you couldn’t even talk to anyone and got stuck in the automated phone loop, that’s how bad the communication is there). He doesn’t respect younger women and treats you as if you do not know anything, even though I worked at a car dealership myself and know how things should be going. The service director is also hardly around or available when needed and when he is, he is just as rude as Tom is.
The engine for my car finally came in on November 25th and as they were installing, I received messages stating that my new engine would need spark plugs and a thermostat, which would be an additional charge. I was very blindsided by this because I was told that I would only being charged $800 for the new engine and there would be nothing else. Apparently, not all of the engines come with spark plugs or thermostats, which Tom the service advisor knew and NEVER mentioned it because “I don’t remember all the engines that don’t have them”, which is definitely not an excuse since this is your job. So, what should have been an $800 bill turned into $1,406 at the end of it due to also needing to install a starter since the one in my Tucson was the original one. I am beyond frustrated and disappointed at how I have been treated at the dealership over the years, especially since between my parents and myself, we have purchased 5 cars from Family Hyundai. Customer Service does not exist at this dealership anymore. If I could have, I would not have even given this dealership a single star. Do better.
by Upset Customer