Anaheim Hyundai

Great people - horrible service See below for an email I recently wrote (11/30/15) directly to the dealership. I received a response from one Danielle Ortega, who simply asked for my See below for an email I recently wrote (11/30/15) directly to the dealership. I received a response from one Danielle Ortega, who simply asked for my name and gave no further communication since. "Before I write a negative review on the website, I figured I'd try emailing you directly to express my frustration. I purchased a 2013 Hyundai Sonata from your dealership a couple years ago and have been happy with the car. However, in order to keep the warranty agreement in place, I have been forced to commute from LA to your location to get my car serviced (as I have been told by several employees that I must go to your Hyundai location and none others). I first want to acknowledge a number of positive aspects of my experiences with your dealership. First of all, while waiting for my car to be serviced on several occasions, I thoroughly appreciate the service of having an employee drive me to a local restaurant to grab a bite to eat or to the movies to entertain myself while I wait. Furthermore, the employees themselves have, for the large majority of the time, been a pleasure to deal with. The employees are very kind and generally enthusiastic. At the end of the day - the personnel is not my issue with this dealership. Rather, it is the quality of service, or lackthereof. At this point, I've had around 4 or 5 services done. On only ONE occasion have I been completely satisfied. One issue I have had is timing - two of the services I have gotten (including my most recent on Nov 21st) I had scheduled appointments, and BOTH times my car was delivered back to my well passed the promised time. The first time was not a huge issue for me as I had no other commitments that day. However, for my last service, I called ahead of time to schedule my appointment, initially scheduled for 1:00pm. I asked the woman who was helping me schedule my appointment how long it will take for the particular service I was getting. She told me 2-2.5 hours. I then asked, what is the LONGEST it will take as I had a commitment to get to that evening. She proceeded to put me on hold and verify with another employee, who told her 3 hours was the maximum. To be safe, I scheduled changed my appointment time to 12:00 to be sure that, if the appointment took the 3 hours, I would s! till be able to keep my commitment that evening. I arrived for my appointment promptly at noon. My vehicle was not ready until around 3:50pm - almost 4 hours. Not only did it take almost an hour longer than I was promised, but they didn't even complete the service. When the gentlemen who initially greeted my at the vehicle drop off, he began taking down information of my vehicle and inspecting. He addressed the biggest concern were my tires, specifically my front tires. He attempted to get me to buy 4 new tires, which I declined because I could not afford them at the moment. However, I adamantly asked if my tires would be rotated during the service (as this was my vehicles first major service, from what I understand). The gentleman assured me they would. Of course, I noticed the other day that my tires had NOT been rotated. This is where my deepest frustration stems. Considering the length of time it took to service my car, EVEN WITH AN APPOINTMENT, I kindly asked the gentleman to please give me a nice discount for my tro! ubles (my previously mentioned commitment was at 5:00pm for which I ended up being hurried, and ultimately late to the function), to which he gave me a measly 10% for what appeared to be a AAA discount. Even after the discount, this costed me around $350. Considering the GREATEST CONCERN in the eyes of your technician - my tires - was NOT addressed by rotating my tires, how do I know if you performed and/or completed ANY service to my car at all? As a customer, I should not be obligated to double check your work. It is astounding to me how much work seems half assed when it comes to services. For example, for at least two of my services, whoever was working on my car forgot to put one of the caps back on the air valve of one of my tires. When I was initially greeted this time around, I specifically mentioned to the gentleman that whoever serviced my car previously forgot to put one of these caps back on. He said he would make sure it was replaced. Low-and-behold, it was not done. Another example is with your car washes. Each time I have gotten my car washed after a service, the washing has seemed to drop in quality. I understand you are not a carwash, but if you are going to offer to wash your customer's cars - let us know it's going to be half assed before hand so I don't get water marks all over my car and have to go pay for another car wash afterwards. These last two issues are considerably minor to the others, but it's simply to prove a point. Quality of service is poor, especially for what I'm paying for. At the end of the day, now I have to schedule another appointment to get my tires rotated and make sure you guys completed all the other aspects of the service I just paid for. I am a very busy man - I work 80-100 hours per week and don't have the time to drive all the way to Garden Grove because of a mistake you guys made - let alone pay for you to give me poor service. Please get back to me ASAP. My future written review on your website will largely reflect how my situation is handled by whatever manager reviews this email. If I'm being honest, I expect to be adequately compensated for my troubles and time. My time is my most valuable commodity, so you can imagine how frustrating this has been for me. I understand this is not your fault, but nonetheless I figured I'd give your company a chance to correct the issue, make a customer happy, and most importantly improve your process and quality control for other customers in the future." More