Service Department's Reviews

4.8

(905 Reviews)

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Recent Reviews

Darlene B.

Cleveland, TN

2016 Hyundai Sonata

02/24/2022

Service Type: Maintenance

Verified Customer

Category: Service

Great service department

Service department goes above and beyond.

RANDALL E B., Parts and Service Director from Gray Epperson Hyundai responded on 02/25/2022 03:59 AM

Thank you so much for your great survey score!!

Randy Barger
Service Manager
423-303-1333

Ashley T.

Benton, TN

2021 Hyundai Santa Fe

02/16/2022

Service Type: Repair

Verified Customer

Category: Service

Nice and quick

I enjoy taking my car to get the service it needs at this facility. I love the waiting room especially when I have my littles in tow. Service goes above and beyond. Went in for an oil change and they noticed I needed a computer update and did that.

RANDALL E B., Parts and Service Director from Gray Epperson Hyundai responded on 02/17/2022 04:06 AM

We really appreciate your great survey score and especially the kind words!

Randy Barger
Service Manager
423-303-1333

Jeanene F.

Harrison, TN

2017 Hyundai Tucson

01/25/2022

Service Type: Repair

Verified Customer

Category: Service

Excellent

Very good customer service

RANDALL E B., Parts and Service Director from Gray Epperson Hyundai responded on 01/26/2022 04:15 AM

Thanks for your great survey score!

Randy Barger
Service Manager
423-303-1333

Kellie G.

Ooltewah, TN

2018 Hyundai Sonata

12/24/2021

Service Type: Repair

Verified Customer

Category: Service

Good

Good fast service for 60k at a reasonable price

RANDALL E B., Parts and Service Director from Gray Epperson Hyundai responded on 12/27/2021 04:32 AM

Thank you for your great survey response!

Randy Barger
Service Manager
423-303-1333

Verified Customer

Harrison, TN

2020 Hyundai Tucson

11/18/2021

Service Type: Maintenance

Verified Customer

Category: Service

Excellent

Great service. Pleasant experience

RANDALL E B., Parts and Service Director from Gray Epperson Hyundai responded on 11/19/2021 08:12 AM

Thank you for your great survey score and kind words!

Randy Barger
Service Manager
423-303-1333

Tina M.

Cleveland, TN

2018 Hyundai Tucson

11/01/2021

Service Type: Repair

Verified Customer

Category: Service

Terrible!

I went in June 24th to have my sunroof shade put back on track. I was told they needed to order the part, they would call me when it came in. It was covered under warranty. They called and I took the care August 5th and left it. They had my car for 6 weeks to replace a sunroof shade that had come off track. I kept being put off and avoided by the service manager every time I called to check the status of my repair. I asked to speak to the service manager's manager, and was told he didn't have one, as if he owns the dealership. I was put into 3 separate loaner cars during this time due to Service manger calling to tell me that they needed to sell the one I was driving. I ended up in a rental car. When I finally got my car back, it was filthy inside on the roof interior where dirty hands worked on it. You can see the silver track now even when the sun roof shade is closed. I also filled up with gas 2 days before I dropped my car off, when I picked it up, it was empty! I got SEVERAL notification alerts on my Hyundai app that my vehicle engine has been running with no key fob for 15 minutes or more. Not sure why the engine needed to be running to fix a shade. When I got a text to come get my car on 9/14, I was informed they had taken it to "Mikes auto body for assistance with installation" My car sit in the sun for 6 weeks, and my phone mount that was suctioned on my window must had fallen off, so they just stuck it on the dash and let it sit in the sun for weeks and weeks so now there is a circle on my dash that will not come off!! I have pictures of all the mentioned above. The service manager has the personality and work ethic of a used car salesman. It was terrible. My family have purchased 3 new vehicles and 1 used vehicle from Gray Epperson over the years. They lost my business thank to their service manager. I will never go back n recommend anyone else.

RANDALL E B., Parts and Service Director from Gray Epperson Hyundai responded on 11/03/2021 03:38 PM

I am so sorry to hear about your recent experience with us. We will be reaching out to discuss this with you.

Randy Barger
Service Manager
423-303-1333

Donna R.

Cleveland, TN

2021 Hyundai Kona

10/22/2021

Service Type: Repair

Verified Customer

Category: Service

Fast friendly professional service from start to finish.

No long wait, friendly, professional service

RANDALL E B., Parts and Service Director from Gray Epperson Hyundai responded on 10/23/2021 06:11 AM

We really appreciate your great survey score and kind words!

Randy Barger
Service Manager
423-303-1333

James K.

Niota, TN

2015 Hyundai Sonata

10/22/2021

Service Type: Maintenance

Verified Customer

Category: Service

Excellent

Was there for oil change….good service ??????

RANDALL E B., Parts and Service Director from Gray Epperson Hyundai responded on 10/23/2021 06:11 AM

Thank you for your great survey score and kind words!!

Randy Barger
Service Manager
423-303-1333

Melody S.

Cleveland, TN

2021 Hyundai Elantra

10/19/2021

Service Type: Repair

Verified Customer

Category: Service

2021 eleantra

The Employees and service were excellent.

RANDALL E B., Parts and Service Director from Gray Epperson Hyundai responded on 10/20/2021 03:58 AM

Thank you for your great survey score!

Randy Barger
Service Manager
423-303-1333

Verified Customer

Cleveland, TN

2022 Hyundai Elantra

10/01/2021

Service Type: Repair

Verified Customer

Category: Service

Great service

Will return for great service.

RANDALL E B., Parts and Service Director from Gray Epperson Hyundai responded on 10/02/2021 03:24 AM

We appreciate you and your kind words!

Randy Barger
Service Manager
423-303-1333

Barbara H.

Cleveland, TN

2007 Hyundai Sonata

ReScore Review™

09/23/2021

Verified Customer

Category: Service

Rescoring on behalf of Nicole, she deserves it!

My car was being repaired from APRIL 5TH until AUGUST 31ST, nearly 5 months. When my car was taken in I explained to them it needed a new timing chain. But for some reason your service department kept saying it was something different, and had to wait on parts. Only for it to turn out NOT to be what they said it was.. so again more waiting and waiting and waiting. I made a point to call every week to check on status, Nicole was really nice throughout the whole ordeal. Once I realized a week apparently wasn't enough time for them to work on the car I started calling for status every two weeks, and again more waiting and finding out that something else wasn't the issue. By time June 2021 hit I started calling once a month for the updates, but not to my surprise there wasn't any. That's when Randy was introduce for me to get updates, but just like before there was not much information given to us. I explained multiple times that we as a family were struggling without our vehicle for this amount of time. It was explained that parts were ordered but they had been sent the wrong ones, so were waiting for correct parts. (They also stated some technicians were out due to covid) July 2021 rolls around and our car is still not fixed and no real updates, again Nicole was nice when I spoke with her. By the end of July 2021 I get a call back from Nicole stating...wait for it..the timing chain needed to be replaced!!!!!!! That's the original reason our car was taken there in April 2021. Was told it would be 3 to 4 days for parts to come in so they could repair vehicle. By August 23rd 2021 our vehicle was still not repaired, so I had to call service again. This time I was put on hold more times then I can count. I was told Nicole wasn't available more times than I can count. I was told randy wasn't available more times than I can count. So I waited and called back August 27th, and I explained to the person that answered that this was getting out of hand that I had EXTREME patience with the service department and we need our car and I am being dodged for some reason. That I wanted corporate number or someone over randy since I was told he was the service supervisor. She explained that she would find randy and that he would call me back. He did call me back later that evening stating the car was repaired but he wanted to be able to drive it around a bit to make sure. He said that he would call me back Monday August 30th by noon to get vehicle. I did not receive a call on August 30th, so I called the shop and again was told nicole or randy wasn't available. I called at 8am on August 31st and was finally told to come pickup vehicle. All of that to say I wasn't even given any type of compensation for this ordeal. Yes they took a discount off, but that was from a coupon I originally had in April 2021. I truly hope this was just a one time incident, because prior to this I don't believe we ever had an issue with Grey Epperson Hyundai Services of Cleveland.
Thank you and have a great day.

Original Review

09/07/2021

Service Type: Repair

Category: Service

Took nealry 5 months for my vehicle to get fixed.

My car was being repaired from APRIL 5TH until AUGUST 31ST, nearly 5 months. When my car was taken in I explained to them it needed a new timing chain. But for some reason your service department kept saying it was something different, and had to wait on parts. Only for it to turn out NOT to be what they said it was.. so again more waiting and waiting and waiting. I made a point to call every week to check on the status, Nicole was really nice throughout the whole ordeal. Once I realized a week apparently wasn't enough time for them to work on the car I started calling for status every two weeks, and again more waiting and finding out that something else wasn't the issue. By time June 2021 hit I started calling once a month for the updates, but not to my surprise there wasn't any. That's when Randy was introduced for me to get updates, but just like before there was not much information given to us. I explained multiple times that we as a family were struggling without our vehicle for this amount of time. It was explained that parts were ordered but they had been sent the wrong ones, so were waiting for correct parts. (They also stated some technicians were out due to covid) July 2021 rolls around and our car is still not fixed and no real updates, again Nicole was nice when I spoke with her. By the end of July 2021 I get a call back from Nicole stating...wait for it..the timing chain needed to be replaced!!!!!!! That's the original reason our car was taken there in April 2021. Was told it would be 3 to 4 days for parts to come in so they could repair vehicle. By August 23rd 2021 our vehicle was still not repaired, so I had to call service again. This time I was put on hold numerous times. I was told Nicole wasn't available more times than I care to count. I was told randy wasn't available more times than I care to count. So I waited and called back August 27th, and I explained to the person that answered that this was getting out of hand that I had EXTREME patience with the service department and we need our car and I am being dodged for some reason. That I wanted corporates number or someone over Randy since I was told he was the service supervisor. She explained that she would find Randy and that he would call me back. He did call me back later that evening stating the car was repaired but he wanted to be able to drive it around a bit to make sure. He said that he would call me back Monday August 30th by noon to get vehicle. I did not receive a call on August 30th, so I called the shop and again was told nicole or randy wasn't available. I called at 8am on August 31st and was finally told to come pickup vehicle. All of that to say I wasn't even given any type of compensation for this ordeal. Yes they took a discount off, but that was from a coupon I originally had in April 2021. Prior to this I don't believe we ever had an issue with Grey Epperson Hyundai Services if Cleveland.

RANDALL E B., Parts and Service Director from Gray Epperson Hyundai responded on 09/10/2021 04:21 AM

Thank you for taking the time to tell us about your recent dissasitified service experience at Gray Epperson Hyundai.

We strive to provide an exceptional experience for all of our customers. I am sorry to hear your visit with us did not meet your expectations and that there was a delay in correctly diagnosing and parts delivery on your car.

We truly appreciate you sharing your thoughts with us.

Randy Barger
Service Manager
423-303-1333

Verified Customer

Cleveland, TN

2015 Hyundai Sonata

09/06/2021

Service Type: Repair

Verified Customer

Category: Service

Great service

The staff at Gray Epperson area always kind and knowledgeable. Whenever I need service that will take a while, they have driven back home and picked me up afterward if needed.

RANDALL E B., Parts and Service Director from Gray Epperson Hyundai responded on 09/07/2021 08:39 AM

We really appreciate your great survey response and especially the kind words about our team!

Randy Barger
Service Manager
423-303-1333

Daryl N.

Cleveland, TN

2016 Hyundai Santa Fe

08/30/2021

Service Type: Maintenance

Verified Customer

Category: Service

Staff did not reasonably make notes to properly plan and schedule out needed service

See my remarks