Service Department's Reviews

4.6

(1,643 Reviews)

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Reviews that include

Oil Change 85

Victorville Hyundai 61

Care 49

Problem 30

Issue 25

Recent Reviews

Oli D.

Inyokern, CA

05/03/2023

Category: Service

$700 for an oil change and a front break change

Not good service nor management handling.
I went for a service because my airbag light was on and for an oil change. The quoted me $700 at the beginning when I dropped it off. The airbag light it turned out to be covered under the warranty and was suppose to be taken off from the charge. But George, who was my service advisor, add some service for a "dirty fuel" so that the charges doesn't go down. I never agreed to this service nor I requested it. For an oil change and front brake replacement they charged me $700.
I emailed the manager there, Mr.Casillas, but he never responded to my emails. I tried calling him to give him feedback of my experience. He avoided my 6 phone calls and did not return any of them. After I finally got a hold of him to tell him about my experience, he said he will investigate and call me back later that day. 3 months passed since then, and he never called.
Very bad service and management that overcharges and does not want costumers to return.

Lee H.

Buena Park, CA

04/19/2023

Category: Service

Total engine failure, service advisor Bobby Hernandez stated my failure would not be covered under my Purchased Hyundai extended warranty

This entire exercise with Victorville Hyundai, the Hyundai Warranty Dept. and Hyundai
Corporate has been an eye opening, painful lesson for me!

I had a complete engine failure, 65 miles past Victorville, on my way to Las Vegas to attend a Funeral, for my best friend, the next day.
I was towed (back) to the nearest dealership!

I was told three days later, that I needed a brand new engine!
My Piston (rings) had failed, in two of the four cylinders.

The fact that your service advisor (Bobby) casually informed me that my vehicle engine failure “Would Not” be covered under my Hyundai Extended Warranty was extremely derelict!

So basically, he was willing to have me purchase a brand new engine and pay for installation, without being crystal clear on what my warranty coverages were.
And I had to be the one, to point it out to him!
And then he says, oh, I see it now.
“””Really?”””
The incompetency, was astounding!
We were having a conversation, about me getting upper management involved for their help, to move things along.
He said, they wouldn’t be able to do anything for me, while stating that he’s been in the business for 20+ years.

A 20 year man, makes that kind of warranty mistake!!!???

The mis-information, continuous finger-pointing, and blaming of others was unbearable!

Very unprofessional, mostly starting with the service department advisor, previously mentioned.
Also, while I’m trying to do business with Victorville Hyundai, via text messages, the (mis-spelled words) broken english, and grammar, are sometimes nothing short of embarrassing.

Three Shining Stars, for this Dealership, have been Donna, when answering the phone (with meaningful information),
Paul, the Parts Department Manager, and Ramon, the Service Department Manager.

Paul has been very direct, with his information and details.
He also went above and beyond, reaching out to other dealerships, and found an engine in Colorado for me.
There was a slight delay, but he explained it to me perfectly (which made sense), on what happened.
I appreciated his honesty!
He was a Rockstar from start to finish!
Thanks Paul!

Ramon stepped up, and provided a loaner vehicle for me, when the Hyundai warranty department stepped away from any responsibility, after 10 days of rental.
He committed to putting me in a loaner (in the final 7 days), after my new engine arrived, to lessen my inconvenience.
Thank you, Ramon!

My vehicle was at this dealership for 54 days from start to finish.
I picked it up on the 55th day.
.
I’m typically not the kind of person to ask for anything extravagant, or expect special treatment.
What I do expect, is to be treated fairly.
Once I’ve exhausted all efforts, and have been nothing but reasonable with someone…
I will call you out.
I will point out the failures during our interactions.
I will be direct, and to the point.
So, here we are in the final hours of this painful experience, looking forward to having it resolved in a meaningful way!

Victorville Hyundai is definitely lacking a Leadership Quality!
Starting from the top down (with the exception of the 3 mentioned).

And lastly, the Hyundai warranty department has only authorized 10 days for a rental vehicle, so I’ve been scrambling for an alternative source of transportation.
Ramone stepped up, and took care of my final days with the rental.
Ultimately, I was on my own, with no vehicle for 37 days, out of 54.

I’ve loved my vehicle (for 6+ years), which I’m now second-guessing!
I’m the original, and only Owner.
It’s had $10,000 of warranty work done, prior to needing a brand new engine!
The Hyundai warranty department tried for three weeks, to find a way out of honoring their commitment, while making a final decision.
I was told by Victorville Hyundai, that the Hyundai warranty department wanted my engine completely dissected to find the detailed cause of failure.
And, if they deemed the internal breakdown wasn’t warranty covered (how could it not be), I would be given a bill for $1,800 for the tear down process!!!!!

But, I’m on my game, with all of the proper maintenance required, with documentation, that they demanded to see!

It was finally approved (3 weeks later), and completely covered by my purchased extended warranty.
Just waiting on an engine.

After doing a deep Google search into these Hyundai engine problems (especially the extreme oil consumption issues), I’ve completely lost confidence, and faith in their:
Product,
Brand,
Warranty Dept,
Company,
and Leadership!

At this point, the best thing I can say, is:

Don’t own a Hyundai, Kia, or Genesis without a full warranty!!!

And as far as Victorville Hyundai goes, just read all the reviews!!!!
Service, Sales, and Management!
Enter at your own risk….

Side note:
Victorville Hyundai Site Manager, Sean Suselo.
I needed to touch base with him for one minor concern.
He refused to take my calls, or return my calls.
I reached out seven times (over two days, and left messages) to him for help with a concern.
Apparently, Sean is un-skilled as a Team Member, and incompetent as a Team Leader, on the message he’s sending by not taking, or returning a simple phone call to a Faithful Hyundai Customer.
All I needed from him, for a concern, was a basic yes, or no.
I tried to handle it in house.
At this point, I’ll just take it up with Corporate…

I currently have an open case with Corporate, on some issues.
Update: I have finalized with Corporate as well, and they are an utter embarrassment, right along with this dealership, and the Hyundai warranty company!
Corporate did nothing for me, and barely got involved!!!
Very rude, dismissive, and condescending!

Lastly:
On vehicle pick up day, with brand new engine, installed.
One hose clamp not in place, missing and broken plastic engine compartment fasteners.
Incorrect (after market) plastic fasters holding some body parts together.
And the plastic, common to the firewall, was completely scratched, mangled, and hacked up!
Coolant below minimum level in Reservoir. Not in tolerance range.
A Mechanic comes out to pull my engine cover off, and brakes it right in front of me, lifting one corner too high (instead of straight up)!!!!!!
Breaks the right corner, clean off!
Then states, it was already broken!
I walked straight into the office, behind the mechanic, and told the service advisor (once again Bobby), they owe me a new engine cover!!!
And, that I witnessed the mechanic break it right in front of me!!!
He agreed, along with his boss, and said he’ll order it, and send it to my home.
And, he’ll send the missing fasteners, and incorrect plastic fasteners, in the mail as well.
I was so glad, to drive away from there!!!!!!
After enduring this exhaustive experience, I didn’t trust their work, so I took it to my Hyundai Dealership, the next day!

There was a bracket on the bottom side of the engine not installed! My dealership took care of it for me!
As well as bringing my coolant to the required level in the reservoir, and topping my oil off to the proper level.

Quick note, I received the engine cover in the mail, but all the fasteners were wrong!
I had to go to my local Hyundai, to research and send the proper information to Victorville Hyundai.
I sent proper pictures, and faster code callouts, since Victorville Hyundai couldn’t get it right!
Currently unresolved!
In the end, I bought what I needed (from Hyundai) locally where I live.

Largest failures in order:

#1
Victorville Hyundai, at a glance, ignoring, or not understanding what my warranty covers!
Attempted to have me purchase a brand new engine, and the cost of installing it!!!!!
*** Catastrophic Error!!! ***

Miscommunication, not pushing forward with the Hyundai warranty company, finger-pointing, weak excuses,and mis-management at the Top!
Less, the 3 exceptional individuals noted earlier, that went above and beyond.

#2
Hyundai Warranty Dept.
Lack of backing their product, and then, taking their time, to resolve coverage!
10 day loaner policy, when it took over 21 days to make a decision, and 54 days to get my car back!

#3
Hyundai Corporate, not having the parts, the Dealerships need.
Sending me emails with copy and paste basic information, opposed to answering my detailed questions.
Corporate was completely detached, from working with a faithful customer!

Failures, at All Levels!

Final Note:
Hyundai in general has done nothing for me!
It was my due diligence to buy an extended warranty, because I didn’t trust their product any longer.
They had to honor their warranty, I purchased from them, for roughly $3,000 dollars!
A complete engine failure, due to inferior materials with the rings that shouldn’t have failed!!!!!!
Hyundai would have turned their backs on me (and they tried to do so), if I hadn’t had my documentation together, and my purchased extended warranty!!!

In the end, Hyundai Corporate tossed me a measly $150 gift card…
Perfect, they covered the $100 deductible. It cost me for my warranty work.
So, $50 to me, big deal…. ?

I was on my own, with no loaner vehicle for 37 days!
I asked Hyundai Corporate to back my play, but they wouldn’t commit.
And they said, I could submit my receipts in the end, and they would possibly take care of it.
No commitment, even after it was deemed Hyundai warranty covered!

Hyundai spends millions on advertising (everywhere), but do not support their Faithful Customers!!!
My vehicle will be sold, prior to this current warranty running out!
I will not be returning to Hyundai as a customer!
And I’ll be telling anyone, who’s willing to listen to me, about my experience!

Good luck, to all ….

Greg H.

Hiiu County

12/07/2022

Category: Service

Worst Service Ever and Took entirely too long for an answer

On October 31,, 2022, I took my 2020 Hyundai Palisade to get serviced for a leaking radiator hose. At the service counter, the Service Assistant check in my vehicle. I showed him a video of the leaking hose (since it was an obvious cracked and visible upon opening the hood.) I wanted them to know exactly where the leak was coming from.

I must say this so you understand my situation (I bought the vehicle from a secondary auto dealership, not Hyundai) however under those terms & conditions my warranty is 5 years 60,000 miles and I have around 32K miles on the Palisade.

After having the vehicle for over two weeks, I called for an update on (11/16/22). The assigned Service Assistant (Ken) told me that Hyundai’s Corporate Office wanted them to run tests and had no answer for me at that time.

On 11/23/22, I called to get an update. I was told that there was a cracked head gasket due to driving the vehicle while it was overheating . I explained that I never drove the vehicle while it was overheating and at this point I grew skepticalI of this service center. Ken said they were waiting for a final answer from Hyundai’s Corporate Office in order to move forward.

On 11/28/22, I called again and spoke to Ken for a third time. At this point I was more than bothered and Ken could hear my frustration through the phone. Ken explained that Hyundai’s Corporate Office pulled a Carfax Service history on my Palisade and saw that the vehicle had been in an accident in 2020 (before I purchased it). They said that due to the “Front-End Damage “ it was determined that the accident caused damage to the radiator which in turn caused the vehicle to leak radiator fluid and overheat, this causing the cracked head gasket. Therefore they weren’t liable to cover the issues and will not be covering the cost of the repairs.

Whether I bought the car knowing it was in an accident or not is besides the point. The damage from an accident two years ago didn’t cause a puncture in the top of the radiator hose. We’re talking about a small hose. The vehicle only overheat one time. At that time, I stop the car and towed it. Never did I drive it while it overheated .

Hyundai are clowns and unprofessional to say the least. I was without a car for over a month without even offering a rental. Total waste of time. Not only would I say don’t do business with Victorville Hyundai but don’t buy a Hyundai at all. Total waste of money buying this POS. next stop, (Lemon-Law Lawyer) People just spend the extra dollars on a Toyota or Honda and have a piece of mind. I’d give this Dealership/Service Center Zero stars if I could. Total Trash.

Javier S.

Hesperia, CA

2021 Hyundai Elantra

04/05/2022

Service Type: Maintenance

Verified Customer

Category: Service

Very excellent

Everybody is friendly and the service is always good.

DONNA T., Customer Relations Manager from Victorville Hyundai responded on 04/06/2022 08:12 AM

Thank you so much for the 5 star review. So good to see you had friendly service . Thank you for sharing your experience.

Donna Furse Customer Relations Manager 760 241 3801 ext.243

Eugenie C.

Victorville, CA

2020 Hyundai Tucson

04/05/2022

Service Type: Maintenance

Verified Customer

Category: Service

Fast and Efficient

All went well. My car was taken right away and my wait time was not too long. Very friendly.

DONNA T., Customer Relations Manager from Victorville Hyundai responded on 04/06/2022 08:11 AM

Thank you for the 5 star review, we appreciate your business and for taking the time to share your experience.

Donna Furse Customer Relations Manager 760 241 3801 ext.243

Richard E.

Adelanto, CA

2022 Hyundai Tucson

03/23/2022

Service Type: Maintenance

Verified Customer

Category: Service

ok for service

Took my new car for its first service. Seems like
they've replaced alot of personnel since my last
service with my old hyundai. Things and personnel
are much improved. This saves me alot of grief and
time to take my vehicle 46 miles away. Thank God!

DONNA T., Customer Relations Manager from Victorville Hyundai responded on 03/24/2022 08:26 AM

Thank you for letting us know where we need to improve, we are trying to improve our service to our customers, sorry of the extended wait. We do appreciate you as our customer and will try harder next visit.

Donna Furse Customer Relations Manager 760 241 3801 ext.243

Verified Customer

Victorville, CA

2011 Hyundai Elantra

03/17/2022

Service Type: Repair

Verified Customer

Category: Service

ok for service

Taking my car for unusual shaking in engine they don't seem to find a problem...however they acknowledge the problem they feel it but unable to isolate and repair there excuse is there are no fault codes....

DONNA T., Customer Relations Manager from Victorville Hyundai responded on 03/17/2022 10:14 AM

Thank you for the review and letting us know of your concerns, sorry to hear we weren't able to pin point the cause of the shaking. we appreciate you and we will use this as a learning tool for our staff.

Donna Furse Customer Relations Manager 760 241 3801 ext.243

Verified Customer

Apple Valley, CA

2015 Hyundai Sonata

03/15/2022

Service Type: Repair

Verified Customer

Category: Service

Satisfied Customer

Expert, friendly service. Quality work. There was a considerable delay in receiving ordered parts, but when they arrived, the staff went out of their way to provide an overall positive experience. Work was done in a timely and professional manner and the warranties were honored. I highly recommend Victorville Hyundai to everyone.

DONNA T., Customer Relations Manager from Victorville Hyundai responded on 03/16/2022 08:29 AM

Thank you so much for the 5 star review. We appreciate you taking the time to share your experience. so good to hear of the wonderful service you received.

Donna Furse Customer Relations Manager 760 241 3801 ext.243

La P.

Victorville, CA

2021 Hyundai Santa Fe

03/09/2022

Service Type: Repair

Verified Customer

Category: Service

Best services

This is my second time going to this locating for my service on my car and both times I was greeted with a warm welcome and what was I coming in for today which awesome especially when you know most of the time your going to be at the service department for sometime I was in and out in no time.

DONNA T., Customer Relations Manager from Victorville Hyundai responded on 03/10/2022 08:47 AM

Thank you so much for the 5 star review. We appreciate you taking the time to share your experience and for your business. Good to see Andy had your vehicle in and out in a quick manner.

Donna Furse Customer Relations Manager 760 241 3801 ext.243

Verified Customer

Victorville, CA

2018 Hyundai Elantra

03/08/2022

Service Type: Repair

Verified Customer

Category: Service

Great prices when coupons are applied

Great quality service & prices

DONNA T., Customer Relations Manager from Victorville Hyundai responded on 03/09/2022 01:13 PM

Thank you for taking the time to share your experience. We strive on 5 stars sorry we were unable to meet your expectations, we will use your info for a learning tool , we will try harder next time.

Donna Furse Customer Relations Manager 760 241 3801 ext.243

Paula M.

Barstow, CA

2017 Hyundai Ioniq Hybrid

03/07/2022

Service Type: Maintenance

Verified Customer

Category: Service

Professional service always

Professional service and caring service personnel. Always have my car service at this dealership

DONNA T., Customer Relations Manager from Victorville Hyundai responded on 03/07/2022 12:03 PM

Thank you so much Paula for the 5 star review! We appreciate you taking the time to share your experience and for your business. So happy to hear of the professional service you did receive.

Donna Furse Customer Relations Manager 760 241 3801 ext.243

Michele J.

Needles, CA

2020 Hyundai Tucson

02/24/2022

Service Type: Maintenance

Verified Customer

Category: Service

Great experience, I’ll be back!

Great service department addressed my concerns and explained very well that my car was running top notch. My regular service was completed fast and no issues.
Thank you

DONNA T., Customer Relations Manager from Victorville Hyundai responded on 02/24/2022 05:06 PM

Thank you so much for the 5 star review. we appreciate your business and for taking the time to share your experience, so happy to hear of ther great fast service.

Donna Furse Customer Relations Manager 760 241 3801 ext.243

Rebecca J.

Hesperia, CA

2015 Hyundai Genesis

02/24/2022

Service Type: Maintenance

Verified Customer

Category: Service

A+ Service

Above & beyond customer service . Receive updates via text messages on status of your vehicle. Highly recommended!!

DONNA T., Customer Relations Manager from Victorville Hyundai responded on 02/24/2022 08:58 AM

Thank you for your 5 star review, we appreciate you taking the time to share your experience, we value you as our customer.

Donna Furse Customer Relations Manager 760 241 3801 ext.243

Belen T.

Apple Valley, CA

2018 Hyundai Sonata

02/23/2022

Service Type: Repair

Verified Customer

Category: Service

Service

Always a great pleasure to go to Victorville Huyndia

DONNA T., Customer Relations Manager from Victorville Hyundai responded on 02/23/2022 05:58 PM

Thank you so much for the 5 star review, so good to hear your visit was great. We appreciate your busines and for taking the time to share your experience.

Donna Furse Customer Relations Manager 760 241 3801 ext.243

Carl M.

Hesperia, CA

2020 Hyundai Tucson

02/19/2022

Service Type: Maintenance

Verified Customer

Category: Service

Good

Over all very good Price was fair

DONNA T., Customer Relations Manager from Victorville Hyundai responded on 02/21/2022 12:32 PM

Thank you for the wonderful 5 star review, we appreciate you taking the time to share your experience.