Service Department's Reviews

4.8

(4,142 Reviews)

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thomas h.

Plainfield, IL

12/02/2021

Category: Service

communication

Our car has been at Gerald for weeks waiting for parts. During this time, I have called numerous times sent emails and received no communication back. I understand supply chain issues but not returning phone calls responding to emails is the worst form of customer service. Until this issue never no problems. We had been considering purchasing a new Santa Fe. At this point it may be time to look at different dealerships and brands for our next vehicle.

Cody E., service manager from Gerald Hyundai responded on 12/02/2021 08:53 AM

Mr Holland please feel free to reach out to me with all your concerns my direct number is 630-849-2613

Cody Ecklund
Service Manager
630-849-2602

Jennifer L.

Elburn, IL

2021 Hyundai Kona

This review violates the SureCritic Review Policy.

Ellen S.

Dekalb, IL

2015 Hyundai Tucson

This review violates the SureCritic Review Policy.

Suzie M.

Wheaton, IL

07/30/2021

Terrible experience with no accountability

I am writing to provide feedback on a nightmare purchase, that we are STILL in need of help in "making right."

On Wednesday afternoon, we went to Gerald Hyundai to test drive and purchase a car. After about 30 minutes, we told our salesperson that we would be purchasing the car at issue. 30 minutes later, she let us know that she hadn't even started the process of the trade-in valuation, but that she could "get it done quickly." We completed the initial paperwork, shook her hand, and handed over a check for our down payment. At that point, she abandoned us in the process, including asking us (and another man to whom she'd just sold a car) to hustle another sale. We had questions; we had to go search for her. We wanted updates; we had to search for her.
After an hour of waiting with no communication or check-in from anyone in the dealership, Hayley told us that the car hadn't had the Pre-Delivery Inspection to be sure the car was ready for sale, and that she had just remembered to tell us. She assured us then that the PDI was entirely cosmetic - cleaning the car up, putting on the valve caps on the tires, making sure that all of the stickers were off, etc. She gave us the choice of taking it home or leaving it and picking it up the next day. We asked her to get started with the PDI, as we wanted to complete the sale.
After nearly 5 hours, the office was finally finished with our paperwork.

We had to search for Hayley again to get the keys to the vehicle we know owned. 5 hours after we initially test drove the car, she informed us that we couldn't leave with it, as it hadn't even had the "PDI." (The inspection she told us she'd get started while we were finishing up paperwork.) She told us to take it and come back the next day for it, as it was "just cleaning it up and getting the stickers off." I gave her the time that we'd be there the next day. She failed to secure a technician, told no one in service that we'd be coming and the PDI needed done. This waisted another 2 hours of our time.

In the meantime, we noticed that the AWD warning light was displayed constantly. and they asked us to bring the brand new car back YET AGAIN to finally have the When they called to tell us the AWD situation was fixed, they then told us that the windshield had a chip in it and that it had a small crack. They returned the vehicle with a cracked windshield covering nearly the entire driver's side. And now??? It's backordered until August. This is a brand new car, sold to us when it shouldn't even have been offered for purchase yet.

Not Recommended

Michael C., General Manager from Gerald Hyundai responded on 07/30/2021 04:46 PM

Suzie,

As we spoke I am working on this as we speak to come up with a resolution and make this right for you. I will follow up with you tomorrow.

Thanks

Michael Chino
General Manager
Genesis of North Aurora
630-907-8500

Sandy P.

Glen Ellyn, IL

07/23/2021

Concerns Over Ability to get Service Appointments

Despite the purchase of multiple extended warranties during purchase of a car during Covid-19 and reassurance by the salesman about the exceptional service delivered by the Gerald Hyundai dealership, having to wait anywhere from five to nine weeks to get an appointment for service is unacceptable. Having a car warrantied but not able to get the service to honor those warranties within a reasonable amount of time is very disappointing. Although everyone has been respectful to my needs, that doesn't resolve the problem of the wait time.

Not Recommended

Paola N.

Geneva, IL

07/16/2021

The worse experience.

We took the car twice to be repaired due to a gas leak problem, the first time the car was 2 weeks and every time I asked about the car they did not know where my car was, finally they delivered the car and I had to look for the car in the parking lot because they are not able to take your car near the workshop and when I asked their answer was "look for it" after 3 days the car showed the leak again and this time they told us that it was a mechanic error that had not been cleaned and it was a Oil residue, today 2 weeks later the car has the same problem. When I wrote a bad comment, the person called me more than 5 times to persuade me to change the comment, offering me free services if I gave it 5 stars, that it would be sent to my house and that I could use it later; At that time the car worked well and I gave him a better comment and he never sent me the service offered (I don't need it) but he manipulates and lies a bad behavior of a manager.

Not Recommended

Cody E., service manager from Gerald Hyundai responded on 07/17/2021 05:17 AM

I will be reching out to you about your service

Cody Ecklund
Service Manager
630-849-2602

Dj S.

Aurora, IL

06/23/2021

Service department needs work

Went to pick up vehicle from Gerald Hyundai. First of all I had to reach out to them to find out if vehicle was ready. Kept it overnight just to assess window recall... I was told I would receive a courtesy wash and replacement cap for tire stem in fact would make sure all 4 matched. None of this was done. Service person “handed” me my keys and told me the vicinity where my vehicle was...it was NOT. I walked the dealership lot to no avail. Went back in and told them to find my vehicle as it had started to rain. Mind you this is a full service shop. Young lady found vehicle in back of building, brought it around and left keys on the seat with the window rolled down did I mention it was raining?? Never once acknowledging me that my vehicle was there. This was the “most” dissatisfying, disappointing and unprofessional experience I’ve encountered in a service department in a long time. This department heeds retraining in “courteous customer service and follow through”.

Not Recommended

Michael C., General Manager from Gerald Hyundai responded on 06/23/2021 07:09 PM

Dj I would like to speak to you please call me at 630-853-3459

Thanks

Michael Chino
General Manager
Genesis of North Aurora
630-907-8500

Joy H.

Aurora, IL

06/11/2021

Warranty

I’m very disappointed in Hyundai. I paid for a warranty which my vehicle is still under and Hyundai knows of a problem with my particular vehicle engine consuming too much oil and I had to do an oil consumption test which my car failed. I then dropped it off for repairs and they held my car for 2.5 weeks only to say that they want to try the oil consumption test yet again and didn’t do anything to attempt to repair the problem. Only nice thing I have to say is that the staff at my particular dealership are very nice and helpful and I know it isn’t their fault as they were very apologetic with what I’m dealing with. Don’t buy a Hyundai because they will try to screw you out of your warranty. Oh and my check engine light was not on upon dropping my vehicle off yet was on when I picked it up. They have said this may be because of the issues but who knows? They are clueless. Do yourself a favor and don’t buy a Hyundai!

Not Recommended

Michael C., General Manager from Gerald Hyundai responded on 06/15/2021 12:20 PM

Joy I need to speak to you please call me at 630-853-3459 I would really appreciate it.

Thanks

Michael Chino
General Manager
Genesis of North Aurora
630-907-8500