Kaitlyn Gardner

I am writing to formally document and escalate my experience with Castle Hyundai in Oak Lawn regarding recent service on my vehicle. What should have been a straightforward recall-related repair turn experience with Castle Hyundai in Oak Lawn regarding recent service on my vehicle. What should have been a straightforward recall-related repair turned into a prolonged, frustrating, and ultimately unacceptable experience marked by poor communication, misleading information, and questionable workmanship. I had my vehicle towed to the dealership around March 16 after the check engine light came on. At intake, I was told the vehicle would be inspected within two days. While there was a slight delay, I was initially understanding. On March 19, my service advisor, Kaitlyn, sent a diagnostic video outlining several issues. I was informed that the diagnostic fee would either be applied toward repairs or covered if the issue fell under warranty. I was later told the check engine light was triggered by a recall involving the knock sensor, meaning the diagnostic should have been covered. During that same communication, Kaitlyn also advised me of additional concerns, including my steering column damage from a prior break-in. She further explained that in order to complete another recall involving a steering-related component, I would first need to pay over $1,000 to repair the steering column. I agreed based on her explicit representation that the repair would restore the steering column to a clean, finished, and “aesthetically perfect” condition. From that point forward, communication deteriorated significantly. I repeatedly had to follow up for updates, and at one point was given a promised completion date on a day Kaitlyn was not even scheduled to work. When I called for updates, I was advised by another staff member to wait until she returned, which is not only unhelpful but highly unprofessional. When I was finally notified that my vehicle was ready, the situation escalated immediately upon pickup: - The check engine light was still on when I started the car. I had to return inside and bring this to Kaitlyn’s attention, after which I was told it was due to a “loose hose.” This raises serious concerns about the quality and completeness of the work performed. - The steering column remained visibly broken and open, directly contradicting what I was promised. Only at that point was I informed that an additional $250 would have been required to replace the cover—information that was never disclosed upfront, depriving me of the opportunity to make an informed decision. - My key fob, which worked perfectly prior to service, no longer functioned. Despite being told multiple times that it was “working,” it clearly was not. This required repeated back-and-forth and ultimately escalation. - A basic safety issue—the driver-side brake light—had not been addressed or even identified, despite what I understand to be a standard multi-point inspection. I was given inconsistent and inaccurate explanations for why this was missed, including being told the trunk could not be accessed, which I immediately disproved on-site. At that point, I requested to speak with a manager. Nick assisted and ultimately provided a replacement key, which I initially appreciated. However, this has proven to be a temporary fix rather than a resolution. After returning to regular driving on April 20, it has become clear that the underlying issues were never properly resolved: - The key and locking system continue to function intermittently, strongly suggesting that something was damaged or improperly reassembled in the steering column during the repair. - The automatic lock/unlock feature tied to ignition behavior is inconsistent, further reinforcing that this is not a key issue, but a mechanical or electrical issue caused during service. - The front brakes now appear to be in poor condition—something that should have been identified during any legitimate inspection. In short, I paid over $1,000 for a repair that was misrepresented, poorly executed, and appears to have introduced new problems to my vehicle. More

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Castle Hyundai is fantastic and I can’t recommend Juan enough! I just purchased my 3rd car from him and he’s the best! enough! I just purchased my 3rd car from him and he’s the best! More

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