Granite Hyundai

Granite Hyundai responded

We are so thankful for your review and your repeat business!

Granite Hyundai responded

Wow, what a great review Diane, thank you! We appreciate your patronage and look forward to seeing you again!

Granite Hyundai responded

We know repairing and servicing can be costly. We do our best to try and keep costs where we can, while still providing OEM parts, OEM trained technicians and a high quality of service. We appreciate your review and feedback.

Granite Hyundai responded

Thanks for the nice review and feedback.

Granite Hyundai responded

We are so glad to hear of your positive visit. We pride our selves on delivering a low pressure shopping experience.

Granite Hyundai responded

Thank you for taking the time to share your feedback. We would like to clarify the details of your visit. Your vehicle was brought in for a New Hampshire state inspection. You were not charged $189.95 for diagnostics; the only charge applied was the standard $40.00 inspection fee. During the inspection, our technicians noted multiple issues that prevented the vehicle from passing NH state inspection. Because of the age and condition of the vehicle, many parts required sourcing, and we worked to keep you updated throughout the process. We also provided photos documenting the items identified during the multipoint inspection. If you no longer have the emailed copy of this inspection, we would be happy to share those photos with you again. The specific issues noted included: Rear bumper support brackets rotted Multiple exhaust leaks at the flex pipe, catalytic converter, and muffler Severe body rust, particularly on the right-hand rocker panel where a hole was visible The only maintenance recommendation noted beyond inspection-related issues was the timing belt, and this was mentioned in the context of overall vehicle condition. Our goal is always to provide accurate information so you can make informed decisions about your vehicle. We regret that your experience did not meet your expectations, and we appreciate your feedback as it allows us to review and improve our processes. Chris Custodio Fixed Operations Director Granite Hyundai

TimoTheoDoro responded

Thank you for taking time to reply to my concerns. I would like to respond to your "clarifications" about my visit: NO, I did not bring my car to Granite Hyundai for NH State Inspection. I booked the appointment online as a service appointment and in the notes indicated that I only wanted part and labor quotes for two specific issues identified in a failed state inspection a week or so prior at a different auto repair business. Service Representative Tony told me that it would cost 189.95 (thank you for clarifying that cost) for the technicians to proceed as I wanted. I almost drove away from the dealership then and there before he finally offered to alternatively perform ANOTHER state inspection. I countered, asking why I would do that knowing my car would obviously fail since it had already recently failed elsewhere. He replied that it was overall cheaper and claimed that I would be able to get the repair quotes I wanted. So, YES, it is true that I ultimately l paid for an unnecessary NH state inspection when it was presented as the only financially reasonable option. About that multi-point inspection with photos: I absolutely never received it. Nothing was ever emailed to me except for offers to leave dealership reviews or to trade in my car. It makes me wonder to whom my information was sold after my appointment. All that Granite Hyundai gave me after over two hours of waiting was a single page Repair Estimate, a full page receipt for the duplicate state inspection, and the small receipt for my credit card payment. I didn't even receive a copy of the formal state inspection report documenting the failures. If a detailed inspection report with photos does, in fact, exist then I would love to finally see it. In absolute fairness, I did ultimately get what I wanted: repair/replacement estimates for the rear bumper mounting brackets and the holes in the exhaust system, which were the only two failure points from that first state inspection at a different business. Tony dryly commented about the quality that business when highlighting the small hole in my rocker panel near my rear left wheel well, noting that Granite Hyundai would not have let that slide and if I should trust a business that would. Funny enough, though, Tony was telling me that I would have to finish my repairs elsewhere because Granite Hyundai does not do body work, so they would not be able to fully repair my vehicle to pass this (apparently off-the-books) state inspection. Funny story, my one-page repair estimate (again, the only document that I received in-person or via email with repair details) DOES list an additional repair recommendation beyond the three points above and the general maintenance timing belt replacement: headlight restoration for $241.95. I'm fairly sure that's not an inspectable item, but it's a listed below the exhaust parts but above the timing belt replacement so ultimately I'm not sure what to make of it. What Chris Custodio is not touching with a 10-foot pole, though, is how I pressed Tony to reveal that the rear bumper brackets themselves would cost $130 (otherwise hidden within a $699.26 combine parts and labor estimate). Sourcing these parts was his whole stated reason why my pre-scheduled appointment took an extra hour. When I called the Granite Hyundai Parts Department directly the next day and inquired about ordering those brackets, the gentleman I spoke to (I honestly don't remember his name) told me the price was only $30-$40 each, so $60–$80 total (I can't recall the specific number as this all happened over the phone). He later called me back to say that he just learned that those parts are discontinued and, as such, Granite Hyundai had no way of acquiring them. Again, I described to him my earlier interactions with Tony during my Service appointment. The Parts Department gentleman at first tried to downplay Tony's hard numbers and verbal assurances before finally ending the conversation by saying, "Well, I can't speak to that because I wasn't there." This whole interaction was very enlightening as it demonstrated that either: A) the Granite Hyundai Parts and Service Departments do not communicate with each other, or B) that Tony with the Service Department was straight up lying to me. I would absolutely love to hear a better explanation. I've shared this experience with a couple local friends who also own Hyundai vehicles and they both admitted to me that they have also sworn off Granite Hyundai in Somersworth and instead drive all the way up to Irwin Hyundai in Laconia for better sales and service. Myself, I found a way to get the inspectable repairs done and the car successfully reinspected in time. However, when I do need a new vehicle I think I'll pay a visit to Somersworth Nissan, just down the street from Granite Hyundai. My wife says that they have much better deals and significantly better service.

Granite Hyundai responded

Marissa thanks for the great review.

Granite Hyundai responded

Sean we are glad to hear your visits were positive. We always strive for 5 star service so please let us know if we could have done anything better.

Granite Hyundai responded

Jen thanks for the great review. Evan and Amber do a great job for us!