AutoFair Hyundai

Single worst experience my wife and I have ever had for any service ever. We bought a 2016 Hyundai Tucson 2 years ago. It’s under 100k miles and still under warranty. For some reason one day, 2 of our door any service ever. We bought a 2016 Hyundai Tucson 2 years ago. It’s under 100k miles and still under warranty. For some reason one day, 2 of our doors decided they don’t want to open anymore. This is a family vehicle and a very basic function you should expect from a car that you purchased 2 years prior is getting in and out of it without issue. We took the car to Autofair Hyundai in Manchester for a routine oil change (which took 3 hours by the way) and to talk about getting the door assemblies replaced. To which they try to tell us are going to be $1400 to replace. My wife goes on to explain that the car is under warranty and this is a factory defect and shouldn’t be something we have to pay for. The service rep goes to “speak to a supervisor” and wouldn’t you know it, the price magically became zero dollars. Had we not spoken up, they would have let us pay for it. Fast forward a bit and we make an appointment to get the doors fixed. We are a 2 vehicle family, so if a car needs to be worked on that means one of us is missing time off work. We’re told to drop it off Monday night, so they can work on it FIRST thing Tuesday morning. Tuesday goes by and we get a voicemail from the service rep saying “Hi we’re calling to discuss your car, long story short it’s ready to pick up.” Direct quote from the message. Now, any normal person would take this as, the car was worked on and it’s ready to go. Had there been an issue they’d mention it right? Wrong. The service department supposedly closes at 8pm on weekdays. We get there just before 7 and apparently everyone in the service department decided to go home early. So we grab our keys out of the drop box, go to open the door aaaand…they still don’t open. The car was never worked on. Now I’m enraged because we wasted a whole day, my wife was late to work so we could pick up the car and the doors still don’t work. Everyone packed up early, so there’s no one I can speak to or find out what happened. I call the next day and of course the service rep I had been dealing with is off, so I speak to another person who lets me know that there was a “screw up with the parts department” and they never got the parts in to work on the car. A fact that was never mentioned in the voicemail we received earlier in the day. So the guy I’m speaking to says that he’s going to leave a “big sticky note” on the computer screen of the service rep previously helping us to call us first thing the following morning about rescheduling. The next day, I get no phone call. At noontime I call them and speak to the guy who originally scheduled the service. I proceed to ask, “Hey, did you forget about me? When can we get this thing done”? I’m not a confrontational person but I’m on the edge of snapping by now. He tells me that the parts are on order, they’re attached to my car’s VIN number so no one else will use them for anything. They’re my parts for my car, and they’ll call me AS SOON as the parts are in so we can schedule the repair. I wait a week and guess what? No phone call. I call them yet again to get an update on the whereabouts of the parts. They arrived three days prior…Fury, anger, rage… Now, something to understand about good ol’ Autofair. Appointment times DO NOT MATTER. Their service department works on a first come first served basis. Your “appointment time” is simply when you drop off your car, it has absolutely nothing to do with the time they’ll actually work on it. If you drop it off at 8 in the morning they might not start working on it until noon. Every single time I get an oil change, it’s a few hours. The only reason I continue to get oil changes there is because I got a few free ones when I bought the car. At this point, it’s worth just paying the normal amount for an oil change so you don’t have to wait around for hours. It’s ridiculous. We called to schedule the appointment to fix the locks and we’re told “drop it off Monday night and we’ll look at it first thing Tuesday morning once again. So I call Tuesday afternoon to get an update. Guy tells me, “We’ll have it done by tomorrow afternoon”. Um, what?! They had my car for almost a full 24 hour and hadn’t even TOUCHED it yet! I get on the horn and demand to speak to a supervisor whom I proceed to give the rundown of our whole ordeal and conclude my tale of woe by saying that if the car isn’t ready soon, that I’m going to F****** lose my mind. I’m promptly told that the car will be ready that evening to pick up. We FINALLY got the repair done. The doors work, but so much time was wasted due to lack of communication and care. I’m positive that because my repair was covered under warranty, that my repair and any follow up correspondence required was not prioritized at all. Not only was Autofair not going to stand by their vehicle (that we purchased at a premium for the certified pre owned warranty) they did not take care of us. I would never in a million years recommend getting service done here, even if it’s free. Awful. More

Very poor communication car not brought in day of my appt never got called. I called on my way to pic up my car and was told it was even brought in!! never got called. I called on my way to pic up my car and was told it was even brought in!! More

Couteous, thorough explanation of work to be done. They were accepting of my questions and questioning of work to be done. Price was too expensive (one should not have to finance repairs, but some people were accepting of my questions and questioning of work to be done. Price was too expensive (one should not have to finance repairs, but some people need it and is a nice option) but overall good experience. More