BLACK MOTORS LLC - Service Center

This is related to the service department only. This review is accurate and states the facts. We purchased two new Hyundai cars (Santa Fe and Kona), October of 2021 from Kirkland Hyundai. Aro This review is accurate and states the facts. We purchased two new Hyundai cars (Santa Fe and Kona), October of 2021 from Kirkland Hyundai. Around 6K miles on the Santa Fe I called Sheppard Hyundai for service advise. The service department could not tell me at what mileage I should bring in my Santa Fe for its first scheduled maintenance. But we did bring it in for its first service right around 6K miles. I waited all day for a phone call, letting me know the car was ready. Finally I called and was told "Oh yeah, its ready". I picked up the car, drove home and then noticed the blemish that was on the drivers side front rim, was still there. Which indicated the tires had not been rotated. This is part of the regular maintenance. I complained and indicated in no uncertain terms that a customer trusts the service department services the vehicle correctly. They never offered to rotate the tires. A few months later my wife takes her Kona in for its first service. Guess what, Sheppard Hyundai service did not rotate the tires on her car either. Again I complained - no offer to rotate the tires. Around 10K miles on my Santa Fe, the front brakes started to vibrate under braking, which usually indicates an issue with the rotors. Not trusting Sheppard Service I went to Les Schwab. They looked at the front brakes and indicated that yes the front rotors need to be either replaced or resurfaced. Parts were not available via Les Schwab. I went to Sheppard, and after a bit of a run around, me calling to Hyundai to complain, Sheppard Service indicated the rotors would be replaced under the 12 month/12K mile warranty. Took my car in for the brake repair, only to be told the rotors would have to be ordered. Should be ready the next day (Friday). I receive a call from Sheppard Service on Friday, indicating the rotors had been replaced, BUT Sheppard Service had damaged the front passenger rim and destroyed the tire. A new tire had to be ordered. I asked what they were going to do about the damaged rim. Only then did they offer to bring in their "wheel guy" to repair the otherwise perfect rim. No offer for a rental car. So I'm without a car for 4 days. I pick up the car on Monday, new tire and an OK repair job on the rim. There is some runout where the repair was made. A slight depression. So the rim is not in the same conditions before it was damaged by Sheppard Service. The only good thing that came out of this repair, was that a TCU update was applied, and now the TCU/DCT shifts are smooth and not so jerky. I did call to Sheppard motor to indicate that the software update did the trick. What did they tell me, "hey can you give us a good review". REALLY? They damaged my car, applied a software update to the TCU, and they want KUDOS? And now to top it all off, there is a droning sound that comes from the front of the card at speed above 40MPH. Is it the new tire? Is it the new rotors. Is it because the pads were not replaced along with the new rotors. (I called to a few brake shops and they ALL indicated that yes, when you get new rotors you replace the pads - Never put used pads on a new rotor). I just don't understand how a service department can be so inept. Is it due to the fact that all warranty work, service is to be done at a Hyundai Service department, and they are the only one in town? I was scheduled to take my care in today to see where the droning sound is coming from, and what do you know........... Sheppard Service called and said they had to reschedule to next week. What a load of crap. More

I am a customer of the service dept. the car had two trouble codes that needed warranty attention. On my first diagnostic appt the agent told me the car would need all day for the repair. He also said t trouble codes that needed warranty attention. On my first diagnostic appt the agent told me the car would need all day for the repair. He also said there were loaner cars that might be available and there was a shuttle service. On the days before the repair the C-19 restrictions were increased so I did not want to use a shuttle because we would have to be in the small space risking each other’s health. when I arrived for the appt the new agent said the repair is quick so it should be just 2-3 hours. I mentioned the previous estimate. He said no it won’t take that long. When I asked about the loaner another employee joined in saying “we don’t have loaner cars” and pointed me to the shuttle. 4 hours no word. 5 hours still no word so I walked to a local restaurant for some lunch. 6 hours and still no word on when the car will be ready, no status updates, nothing. I can’t decide which says poor customer service more than over promising and under delivering, giving vastly different expected wait times, leaving a customer in the waiting area hours beyond the estimated time without a status update, or lying to customers about available transportation. Still waiting... but the employees are having a good time chatting. Waiting More

Worst service department I've ever dealt with!! I bought a car and a few weeks later I heard something funny whenever I pulled in and out of a driveway. Took it in dropped it off and they called me the next a car and a few weeks later I heard something funny whenever I pulled in and out of a driveway. Took it in dropped it off and they called me the next day saying they needed to keep it another night. Then I heard nothing at all for 3 days until I called them asking about my vehicle. After multiple phone calls they finally told me it was ready. When I went in I was told the part was ordered and it would just be a couple of days and they would call me to schedule an appointment. 2 weeks later I called them again and talked to the Hyundai service manager. He took my number and said he would call me right back in just a couple of minutes. Still haven't heard anything 2 days later. I can't get my car fixed here!!! It is ridiculous and I've never been at such a loss as to what to do. I have never been treated like this at a dealership service department before just NO communication and NO help at all. I wish I had never bought at Sheppard motors and I will never deal with them again. I'll have to try Kiefer Mazda and see if I can get help there. More

The service was excellent, detail did an amazing job. Luis Reyna was very patient and externally helpful. Edgar had great input and a very positive attitude! Luis Reyna was very patient and externally helpful. Edgar had great input and a very positive attitude! More

My fabulous XC60/2012- with only 36000 miles “maintenace light” came on...I didn’t want to spend a lot of money on service but I’m driving to Arizona in a week...so Nick encouraged me to do the ultimate 40k light” came on...I didn’t want to spend a lot of money on service but I’m driving to Arizona in a week...so Nick encouraged me to do the ultimate 40k mile service. I was skeptical- they checked and replaced everything possible. Replaced all filters, fluid,& flushed systems etc...I still had my doubts. Until I drove it home and drove around town this weekend- my car runs and drives like a dream! it’s like new and spotless too! I’m glad I did it and I recommend this service and especially Sheppard Motor’s to anyone! They are trustworthy, competent and personable. Your in good hands with their entire staff! Thank you! More

Arranged appointment for a good time for me. Confirmed appointment time by email. Got to my VW immediately -- no waiting around. Thorough service, affordable, and I am definitely a satisfied customer. appointment time by email. Got to my VW immediately -- no waiting around. Thorough service, affordable, and I am definitely a satisfied customer. More

The service coordinator was polite and patient. He took the time to explain what needed to be done and what future service will be needed. My car was serviced in a timely manner as well. the time to explain what needed to be done and what future service will be needed. My car was serviced in a timely manner as well. More

Explained everything that was going on and was very helpful-Thankful for the courtesy car. There was no charge for the repair. Would recommend the service department. helpful-Thankful for the courtesy car. There was no charge for the repair. Would recommend the service department. More

First time at this dealership. Dropped my daughter’s vehicle off for service. Good communication. Fair pricing. Quick, easy, and painless. Service writer was helpful and responsive! We’ll go back vehicle off for service. Good communication. Fair pricing. Quick, easy, and painless. Service writer was helpful and responsive! We’ll go back More

Wonderful friendly service and returned my car within the promised timeline. The only reason I'm giving 4 stars is because I didn't get a copy of the work order when I took it in; however, they completed the promised timeline. The only reason I'm giving 4 stars is because I didn't get a copy of the work order when I took it in; however, they completed the work I asked them to do, nothing more, nothing less. More