From the moment I walked in, it was a less than welcoming - sharvey
From the moment I walked in, it was a less than welcoming experience. I’ve been dealing with our local Hyundai since I bought my Santa Fe in 2017. I recently purchased a brand new Palisade at another dealership out of necessity but bring it to my local one for service work. I generally deal with the same service manager (Dave) whom I like and respect. He was not there on this occasion so I had to deal with Mike. I found him condescending, not friendly or personable. Each question I had quickly became about money and how I would be “on the hook” for things versus conversation about finding out what the issue may be with the recognition that I may have to pay if it was not considered a warranty issue. He was abrupt and seemingly uncaring that I have a basically brand new vehicle with issues already. I asked to have my vehicle by noon as I need it for work. For reference my appt time was 845 which should have been ample time. I was told that I couldn’t have it back then as they were “swamped”. I asked when I could have it, and was told maybe by 1 or 2. I asked if this would be the case if I was staying in the waiting room and was told yes, it would be. I had checked the box saying I needed the shuttle but the shuttle wasn’t there when I got there. I had to wait an additional ten minutes for it to come back (so came at 9:10). This is not uncommon, however it added to my frustration. I told both the service manager and the shuttle driver that I needed a ride back. I gave my info (name, phone number and address for pick up) to the shuttle driver. I got a call from the service manager close to 1 telling me that my car was ready. I didn’t answer as I was working. The message that was left was that my car was done, I’d been sent the inspection and to call back if I needed a ride. The report was texted to me. I am not sure why I was not texted to tell me it was ready. Dave generally texts me if something additional needs to be done, or to tell me my vehicle is ready and ask if I need a ride back. I had to step out of a meeting to listen to the voicemail and call back to request a ride when I’d already been clear that I needed one. I told him on that phone call that I could not open the report, but he did not go over it with me. When I finally could open it (it had been blocked by our wifi at work and cell service is spotty), I saw that four things were flagged as needing immediate attention but I was not verbally asked (or asked at all ) if I wanted them done. So they needed immediate attention but nobody asked me if I wanted them done and upon pickup , the service manager didn’t ask if I wanted to schedule them. I asked about taking my vehicle elsewhere to get services done and not invalidate my warranty . I was not asked why I would do this, he just printed off info and told me I could call Hyundai Canada. I’ve been to this service department many times and have always been asked if I would rate them a 5 “because anything less than a 5 was a fail”. I was not asked about this and I did display some irritation throughout experience that would indicate that perhaps I wasn’t pleased. I’m sure Mike would not have considered me to be friendly, however this was in direct response to his demeanour. I generally deal with Dave and think his overall impression of me would be positive and friendly. This is my second new Hyundai and I’ve only ever brought them to Hyundai in town to get serviced. I was disappointed and irritated by his overall lack of caring towards the level of service and the overall uncaring demeanour. This is my second experience of this nature with Mike. I do my best to book with Dave ( for multiple reasons but also because I trust him). I imagine that you can appreciate as a woman, we really care about who we deal with, particularly with our vehicles as many women get taken advantage of not knowing as much about vehicles, and how we are spoken to matters. Had Mike asked about rating, I would have told him all of this.
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