D'Arcy Hyundai

D'Arcy Hyundai responded

Ms. Berghuis, We truly appreciate you taking the time to share your feedback and the concerns you brought forward. We understand how stressful and overwhelming vehicle issues can be, and we are genuinely sorry to hear that your experience left you feeling this way. When a vehicle is brought in for service, our system automatically sends a welcome text along with the name of the assigned advisor to ensure clear two‑way communication. In your case, that advisor was Dominick. After reviewing our records, we did see his attempts to reach you, as well as your message regarding picking up personal items because you were planning to trade the vehicle in, and that was the only message we received from you during that time. In speaking with our service manager, we understand that you had a detailed conversation with him—along with your daughter—while reviewing your service history, and that you also spoke directly with Mr. Terry D’Arcy. During that conversation, Mr. D’Arcy offered you two options: • He would purchase the vehicle from you at full value as if there were no transmission concerns, or • We would replace the transmission at no cost to you. Wagner reviewed these options with you and advised you to keep the loaner vehicle in the meantime. We want to be clear that we do not perform repairs without customer authorization, and we take that process very seriously. The suggestion that work was done without consent is something we respectfully disagree with. Regarding the engine replacement and Hyundai covering approximately 85% of the cost—those decisions are made by Hyundai Motor Corporation, not by the dealership. There is a required chain of command that must be followed. Typically, a customer reports a concern, our service team diagnoses the issue, and then we submit the findings to Hyundai for approval. If the customer declines the recommended repair at that time, we return the vehicle as is. According to our records, the initial recommendation related to the ticking noise was declined. When you later returned with the same concern, our advisors resubmitted the case to Hyundai, who then approved the majority of the cost. Our team works hard to advocate for our customers within the guidelines set by the manufacturer, and we understand how important it is to have clarity around how those decisions are made. We also understand that you ultimately chose to trade in the vehicle based on the belief that the transmission was faulty. Once the transmission was replaced, the value of the vehicle increased. If there were additional issues affecting the trade‑in value, those were not concerns that were communicated to us or documented in our service records. We are sincerely sorry that you feel we did not meet your expectations. It’s clear that this situation caused you significant stress, and we never want a customer to feel that way. While we may see some parts of the situation differently, we respect your perspective and your right to share it. We are grateful for the time you spent with us, and we do want to acknowledge that Mr. D’Arcy chose to provide a new transmission at no cost to you out of genuine goodwill. We wish you and your family the very best moving forward. Isa Romero - Public Relations Manager D'Arcy Hyundai (815) 409-4905

mgb61598 responded

Isa. Thank you for the response but there are many inaccuracies with it and I don't think you understand the full extent of this arduous situation. I had this vehicle not even 4 years and it never reached 80,000 miles. I wanted to like and trust you guys but that trust and respect was ultimately severed. Even on my way out, with boxes of my personal items from my car in tow, I was never given an apology or a thank you for being a customer despite the circumstances. I didn't even get eye contact. It was shameful. In regards to me apparently not calling/ leaving messages.. that is false. I have the texts, the call logs, receipts, notes, screenshots, witnesses etc of everything. I left a message or 2 when I was able to ACTUALLY reach a voicemail. Otherwise, I was speaking to other service employees who would tell me my message would be relayed. I would constantly have to take time out of my day to call hoping my messages would get through to the right people. That was the frustrating runaround I constantly had to deal with while working 2 jobs and having no car. I also did not directly speak with Terry D'arcy (I should have clarified) and only thru John the service manager. From my understanding John said we could either trade the car in with D'arcy, have a check written for the value of the vehicle as if it were in working condition or have the transmission replaced. Clearly there was a lot of bad miscommunication during this entire ordeal and maybe that's a concern that needs to be addressed amongst staff because that's customer service 101. Along with the fact that none of this was in writing which was my biggest mistake. We opted for the alleged check option (no replacement) and on the day my trade-in with Honda took place I was told my car was "in pieces in the garage" getting a new transmission. NOT what we agreed on. The work that had been done on the car without my consent in fact did NOT increase the value of my trade-in when the time came. I was shorted another $1,000 from my promised value (even with a fixed transmission). And in the end that is EXACTLY why I did not want the transmission replaced because I knew there would be something else wrong and I'd have to go through this all over again. And I obviously did not want to trade-in with you guys either. So between a recommended transmission flush which should never have happened, my name being misspelled on rental documents when i finally was given a rental after almost 6 weeks, my car being in pieces when it was supposed to be traded-in, the car being on your lot for 4 days and your guys did not know that and when i came in to see what was going on with it service thought I was still driving the car, etc I had had enough. In the end, I just wanted honesty and somebody to care and listen and you guys didn't so I had to sit with that. I finally felt myself getting over this situation (despite STILL getting service emails from you guys even though I am no longer a customer) and instead I'm told you respectfully disagree with my experience. This is not how you treat valued customers. Don't let the multi-star reviews on here fool you because from people I've spoken with face-to-face all over the area? D'arcy Hyundai is no good.

D'Arcy Hyundai responded

Being a first‑time customer with both the dealership and the Hyundai brand can feel like a big step, so it’s great to know Ruben made the entire process clear and straightforward for you. His transparency with pricing, trade‑in details, and protection options is exactly the kind of experience we want every guest to have. And the fact that you never felt pressured or stuck waiting around says a lot about how smoothly the team worked together that day. We’re grateful you chose to give the Joliet location a try, and we’re excited to build that new relationship with you moving forward. If you ever need anything, we’re here to help. Isa Romero - Public Relations Manager D'Arcy Hyundai (815) 725-5200

D'Arcy Hyundai responded

Mr. Clarke, thank you for taking the time to share your concerns. We understand how important clear communication is, especially when it comes to warranty coverage. To clarify the situation, our team only proceeded with the repair after receiving your approval. As John explained during your follow‑up conversation, the approval message you responded to clearly stated that the bulb replacement was not covered under the extended warranty, as bulbs are considered wear‑and‑tear items by all manufacturers. For full transparency, John also provided you with the screenshot showing the exact approval you sent. Our process is designed to ensure customers stay in control of every step: • Your vehicle is inspected • You receive a text with the findings, pricing, and a video walk‑around • You choose to approve or decline the work • We proceed only after your authorization In this case, the description you received did specify that the work was not covered by warranty, and approval was still given. Had the details been fully reviewed at that moment, you may have chosen to decline the repair — and we would have gladly closed the repair order for you to pick up your vehicle. It seems the information may not have been read closely before approval, and we’re sorry for any confusion that caused. Our goal is always to make the process as transparent and straightforward as possible, and your feedback helps us continue improving communication. Thank you again for bringing this to our attention. We hope you have a great day. Isa Romero - Public Relations Manager D'Arcy Hyundai (815) 409-4905

perfusate responded

Thanks Isa. Just a breakdown in something, as I never saw any of those things listed above from the findings and pricing to the video. Like I said,I received what I thought was a template text introducing the service manager with a link I clicked that took me to an application for a loan.. Was weird. Maybe I didn't scroll around enough to find the important things. Oh well. Mike

D'Arcy Hyundai responded

Thank you for sharing this, Madelyn — what an exciting moment. It’s wonderful to hear that Phil helped you get into your dream car. His warm, welcoming approach and his ability to guide without any pressure are exactly what we hope every guest experiences, so your words really highlight what he does best. Knowing he made the process enjoyable and supportive means a lot. We’re thrilled for you and grateful you took the time to share your experience. Enjoy every mile in your new car. Isa Romero - Public Relations Manager D'Arcy Hyundai (815) 725-5200

D'Arcy Hyundai responded

Thank you so much for sharing this, Megs. It’s wonderful to hear how consistently you’ve felt taken care of here. Phil has a real gift for listening first and guiding without any pressure, and it sounds like that made a big difference in your experience. And Lauren’s ability to make the final steps smooth and stress‑free is something we’re really proud of — she brings a calm, friendly touch to a part of the process that can feel overwhelming. We’re grateful for your kind words and even more grateful that you choose D’Arcy Hyundai. Hearing that you consider us the best place to purchase a vehicle truly means a lot. If you ever need anything, we’re always here to help. Isa Romero - Public Relations Manager D'Arcy Hyundai (815) 725-5200

D'Arcy Hyundai responded

Thank you so much for sharing your experience with us. It means a lot to hear that this is your third vehicle from D’Arcy — that kind of trust doesn’t happen overnight, and we truly appreciate it. We’re glad Mike made the process feel easy and pressure‑free, taking the time to listen and walk through everything at your pace. Warren’s steady approach in finance is something many guests value, so it’s great to hear he helped make the final steps just as smooth. We’re grateful for your continued confidence in our team and honored that you’d recommend us to your family and friends. That’s the highest compliment we could hope for. If you ever need anything down the road, we’re always here to help. Isa Romero - Public Relations Manager D'Arcy Hyundai (815) 725-5200

D'Arcy Hyundai responded

It’s wonderful to know you felt comfortable throughout the process and never pressured or rushed into making a decision. That’s exactly the kind of environment we aim to create. Our team works hard to be both professional and knowledgeable, so it’s great to hear that came through during your visit. We’re grateful you took the time to leave this feedback, and we’re glad your experience reflected the level of care we strive for. If you ever need anything in the future, we’re here to help. Isa Romero - Public Relations Manager D'Arcy Hyundai (815) 725-5200

D'Arcy Hyundai responded

Thank you for sharing this — it’s great to hear your experience felt smooth and well‑coordinated. Nick, Lauren, and the rest of the team will be glad to know their efforts made such a positive impression. From sales to finance, they work hard to keep things friendly and efficient, so your feedback really highlights what they aim for every day. We appreciate you taking the time to recognize them. Isa Romero - Public Relations Manager D'Arcy Hyundai (815) 725-5200