Castle Hyundai Downers Grove

hannahlim1 responded

For clarification, I do not believe we ever spoke regarding my case. I spoke twice with staff from the Parts Department, and both advised that they would leave a message for the Sales Manager. This discussion took place at the time of purchase, which is why it was not written down. I was told that the item would be provided while we were completing the paperwork with the finance representative. Later, I was informed that the item was out of stock and that they needed to check when the General Manager would be available, so it could not be written on the contract. I appreciate your offer; however, I will not be paying for this item, as it was included in the original deal. Hyundai dealer owes me weather mat.

Castle Hyundai Downers Grove responded

Thank you for the clarification—I appreciate you taking the time to explain. It sounds like we may not have personally spoken, but just to confirm, you did speak with a member of our Sales Management team at the time of purchase, correct? I did go back and review all of the documentation tied to your deal. At this time, we do not have anything in writing indicating that all-weather floor mats were promised as part of the purchase. We also have a signed “We Owe” form on file, which reflects that there were no outstanding items agreed to at the time of delivery. I completely understand your position, especially if this was discussed verbally during the process. To provide full transparency, I’m more than happy to email you a copy of the “We Owe” form for your review so you can see exactly what we have on file. If you can provide me with the best email address to send that to, I will get it over to you right away. I do still want to help where I can, and my offer to provide the mats at our dealer cost remains open as a goodwill gesture.

Castle Hyundai Downers Grove responded

Cheema, thank you for your feedback. I’m very sorry to hear about your experience and the frustrations you’ve outlined. At this time, I have not been able to locate any records under your name, and I have not personally received any communication regarding these concerns. That said, I definitely want to look into this further and get you clear answers. Please respond directly to this review or reach out to me personally at your earliest convenience with your full name, VIN, or any additional details so I can investigate the situation and assist in resolving this for you. I appreciate you bringing this to our attention and look forward to connecting with you soon. Patrick Wells General Manager pwells@castlecars.com

Castle Hyundai Downers Grove responded

Chris, I’m very sorry to hear about your experience. This is not the level of service we strive to provide, and I apologize for the frustration caused by the lack of communication. We truly do pride ourselves on customer service and keeping our guests informed throughout the repair process. I do want to clarify that Eric, your service advisor, did reach out to provide an update and let you know that the tire is expected to arrive and be ready by approximately 2:00 PM tomorrow. That said, we understand how important clear, timely communication is—especially when you’re trusting us with your vehicle—and we clearly fell short here. Thank you for bringing this to our attention. Your feedback is being addressed internally, and we appreciate the opportunity to make this right. Patrick Wells General Manager

Castle Hyundai Downers Grove responded

Hi John, I’m sorry for the frustration this situation has caused and I appreciate the opportunity to clarify. I personally spoke with Chris, and he confirmed that he sent you an email on the 20th explaining that warranty cancellations and refunds through Pugi/Allstate can take up to approximately 30 days to be fully processed. In some cases, our emails can end up in spam or junk folders, so I have also asked him to forward that message to you again to ensure you receive it. We are absolutely not crooks or a “stealership.” This appears to be a simple miscommunication and misunderstanding, not a lack of action or intent to ignore you. We take these matters seriously and want to make sure everything is handled correctly and transparently. If for any reason you do not see the email either time, please contact me directly and I will personally make sure you get the information and support you need. We appreciate the chance to clear this up and assist you further. Thank you, Patrick Wells General Manager pwells@castlecars.com