Castle Hyundai Downers Grove - Service Center

Keith is the best part of the dealership. He was so helpful in helping to get my car serviced and the continued work it still needs. He was so helpful in helping to get my car serviced and the continued work it still needs. More

Always kind and ready to help and service. Nizar (salesman) and Keith (service) are great to deal with. Each time I come we're always treated with courtesy. Nizar (salesman) and Keith (service) are great to deal with. Each time I come we're always treated with courtesy. More

The repair center knocked the valve off my tire. Trying to get in for the 4th time, I think, to get the leak on my tire fixed. They screwed it up. When calling again, they tell me I can't get in for Trying to get in for the 4th time, I think, to get the leak on my tire fixed. They screwed it up. When calling again, they tell me I can't get in for over a month! And maybe see another Genesis dealer. Why should someone else have to fix their screw up! Will never use a Castle dealership again! More

TL;DR for my wall of text below: Service center used wrong oil, then doubled down and lied about it to my face. They also changed my Track Mode settings for no reason, making me suspect they had a bit o wrong oil, then doubled down and lied about it to my face. They also changed my Track Mode settings for no reason, making me suspect they had a bit of "fun" with the car before returning it. The tech who did the oil change on my car used the incorrect weight of oil, 0W-20 instead of 0W-30. Once I noticed this on the invoice, the service rep at the counter made a show of running off to the servicing area and came back assuring me they did use 0W-30, but weren't able to key it in properly because it was a "new type of oil". Just a completely nonsensical excuse to try and get me out the door, and I wasn't about to waste any more time after waiting 2 hours for the service to finish. I went home, grabbed some 0W-30 Mobil 1 AFE, and changed the oil myself, making sure to fill a sample bottle when draining to ship out to AMSOIL labs for testing. Lo and behold, they confirmed the sample had 0W-20 viscosity. The way this panned out, it's obviously super unlikely my engine will end up damaged from it, but ONLY because I caught it and immediately remedied it myself. Hyundai specifies 0W-30 for this engine for good reason, and anything thinner WOULD eventually result in adverse effects. This experience has completely killed any possibility of me using a Hyundai dealership service center for maintenance, and also voided a huge selling point in Hyundai's vehicles for me, their 3 year complimentary maintenance - if the free maintenance can result in vehicle damage, what's even the point? Also, they played around with my N mode (track mode) settings. My N Custom 2 setting was set to full sport+ on everything when I got my car back. The car starts in Normal mode and going into, and changing any N mode settings requires several extra steps that are impossible to do on accident. More

Long time Pugi (Genesis) customer who will no longer visit Castle following the acquisition. I didn't think a company could tank so quickly after a change in ownership but somehow, Castle nailed it. visit Castle following the acquisition. I didn't think a company could tank so quickly after a change in ownership but somehow, Castle nailed it. Little background - I've purchased three cars over the years from Pugi. I always found their staff to be knowledgeable, low pressure in their approach but most importantly, they always placed a heavy emphasis on service. While that attitude still exists amongst some of the employees (Jordan Hernandez was fantastic as was Mike), it's obvious that they are grossly understaffed (likely upper management's fault) and the acquisition was not handled well. They have less mechanics than they used to and that leads to longer wait times in getting in to see them. If you need an example, try making a last minute appointment. Mike, to his credit, got me in last minute but that was only because it was a repeat issue. But if you are buying a car, be aware that you'll likely need to find somewhere to service it. As I type this, I've been on hold, disconnected or directed to an incorrect or non-functioning voicemail 8 times over the past 20 minutes in attempt to get the status of my vehicle repair. The operator's located in another building and despite her being very friendly and helpful, she literally can't connect with anyone there (cashier, service associate or manager). With the acquisition by Castle, they also changed software platforms so they no longer have any of your maintenance history. Even though this was the third time they were addressing my same issue, they couldn't view what they did previously so I had to find all the receipts from prior visits so they could see the maintenance history. To their credit, they did cover the cost of the fix (as they should have) but Castle needs to take a hard look at what made Pugi successful and invest in their operation or I'll buy my 4th Hyundai elsewhere. More