Updated: 5/30/24
Turns out - these guys have been - Jeff E
Updated: 5/30/24
Turns out - these guys have been programming my service light to come on earlier then the recommended service - so they get credit for the service work - and my 3-Year - 36,000 service warranty - is used up.
And - it’s not just that it happened. It’s the way they told me with “from now on you’ll have to pay” with a shrug of Nicholas Kellog’s shoulders (the service person). They didn’t offer to help me learn why my service warranty no longer applied - in fact they only made it harder. I had to dig into this completely in my own — AND CHAPMAN was completely at fault. So dishonest!
They've offered to comp me one more service - but it was forced and hardly volunteered. Go somewhere else for your Hyndai needs. The dealer I purchased with in Utah - Murdock - THEY ARE AWESOME. Chapman, where I’be been going after relocating to AZ with a brand new car … are just honestly dishonest and the worst car experience I’ve ever had … more than once.
This was after giving them “another chance” after my experience last year - see below.
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I was 15 minutes late - and genuinely apologetic for being so. Frankie (Francisco Ramirez) at the service desk told me it was fine, and all they needed was 90 minutes tops. I was there for routine maintenance and warranty recall regarding the roof trim (not safety related). “ I told him directly, “do not do the recall work today. I’ll come back.”
Frankie asked if I wanted to “skip the car wash as well… to save time”
I told him “yes … please”.
Almost two hours later I went looking for my car. There was a line of people waiting for Frankie, while 4 other employees sat at the Service Desk avoiding eye-contact - is the only thing I could see they were actively doing (avoiding eye contact). To their credit, they weren’t “on their phones”. Kudos to Hyndai for at least working to manage that optic. But, to their discredit, they weren’t even on a phone. It was like the worst DMV trip ever (but I’m still a little impressed they didn’t appear to be pursuing social media or playing Candy Crush).
So … finally I get to talk to Frankie (I should have just left). He tells me that they had gone ahead and completed the warranty. Before that … I was honestly working to take the delay in “we’re all human” stride” .
Then… I was mad. I told him “I told you not to do the recall work. I’m already late …” He gave a shoulder shrug.
After my back was turned, I’m 4 steps away, reaching to open the door, Frankie calls out (with other people waiting for help) … “you’re the one who showed up late”.
If I hadn’t experienced this first-hand, I wouldn’t believe it. I was late. I was sorry. I did apologize. I was under the impression that we’d reset and moved on. I’m also the customer bringing in my $45,000 purchase for the “unbeatable customer care” I was promised … before giving them my money!
You know what they didn’t forget to leave out … the car wash. I’ve no doubt, there’s no franchise credit applied for washing the customer’s car.
Don’s use Chapman Hyundai. They weren’t just bad, they’re overtly dishonest … it’s the worst kind of “bad”.
“How you do something, is how you do everything …”
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