St Charles Hyundai

On 11/8/21 I dropped my Santa Fe Sport off at about 8:15am with Brad. I had an appointment to address a rattling noise coming from the engine. I explained in detail the car's behavior and the prior wor 8:15am with Brad. I had an appointment to address a rattling noise coming from the engine. I explained in detail the car's behavior and the prior work done with Dobbs and my concern that Dobbs' aftermarket oil filter may have been the catalyst to the issues I was experiencing with the vehicle's performance. I also advised him of the steps I had taken to mitigate any potential damage to my vehicle before bringing it to be serviced. He said they'd probably need to do an oil change and they would check for any other issues that might need to be addressed. Although my actual appointment wasn't until 10am, I was called at 8:59am by Brad and told that they found no damage to the engine/no metallic shavings. He advised that the car was about a half quart low on oil. He stated they did notice oil sludge/buildup and he recommended a service to address that issue which I agreed to. I do not remember if he said the oil change had already been completed or if they would do that in addition to the service to address the buildup, but he advised the car would be ready in about an hour and he would contact me when the work was complete. Two hours passed and I hadn't been contacted so I called at 11am and spoke to a different male technician who placed me on hold while he went to check if the vehicle was ready. While waiting on hold I received a call from the original technician, Brad advising that the car was ready to be picked up. I arrived roughly 15 minutes later. Brad wasn't present so I paid for the oil change and the sludge buildup service with a different male technician. I didn't ask his name, he was a shorter man with dark hair and beard. He mentioned the other issue I had which was to address the controls on the steering wheel not functioning. He advised they would have to order the parts and I would need to schedule another visit which I agreed to. He advised that my vehicle was parked just outside and gave me my receipt and keys. My vehicle was not parked nearby outside however, so I had to return and ask a different male technician to locate my vehicle. He did and he pulled it around to the service bay entrance. I exited the lot and made a left onto Veteran's Memorial Parkway and as soon as I accelerated I noticed that the engine rattling sound that was supposed to have been resolved was still present. When I got to the traffic light, my intention was to turn around and return to the service bay and let the technicians know that the issue was still occurring. When I turned left and accelerated the vehicle hesitated, then lost power. The vehicle shut off and the battery, engine, and oil lights came on simultaneously. I couldn't get the car to restart so I turned on my hazard lights, as I was partially in the middle of the intersection, and immediately called the Hyundai service phone number. Nora answered and I let her know I had just picked my vehicle up and that it had broken down. She put me on hold for about 8-9 minutes then came back and advised that the engine "didn't pass" and that the technician was having problems with it. I advised her that none of that information had been communicated to me at all and that I needed to have my car towed back to the lot. She asked me if I knew an inexpensive tow company (implying, at least in my mind, that I would be responsible for the tow) or if I wanted the information for the tow company that St. Charles Hyundai uses. I opted for the latter, called the tow service and waited for the tow to arrive. As I waited for the tow, I read the printout of services performed that my receipt was stapled to and could see where it was indeed documented that the engine didn't "pass". Also documented was information stating that the drive belt was removed and refitted and that the engine knock was still occurring. There was also a note indicating that a fuel cleaning service was offered and declined (I was not offered nor did I decline this service). When I got back to the service department, the technician who had rung me out when I picked up the car up helped me again. I explained to him in detail what had just occurred. He mentioned something about repair being covered under warranty and that it was possible the engine would need to be replaced. He also mentioned that parts have been slow to arrive and that he didn't know how long my vehicle would be inoperable. He then stepped away for roughly 5 minutes to look for the original technician Brad. When he came back he advised he didn't know where Brad was. He was unable to give me an explanation as to why the information from the printout was not told to me or why I was even told to pick the vehicle up in the condition described in the printout. He asked if I needed a ride home, which I did so he asked me to wait in the lobby while one of their drivers was available. An elderly gentleman arrived about 15 minutes later and drove me to my home in a white, late model Sonata. The gentleman who drove me home was the only person who seemed sympathetic to my situation and apologized to me even though he had nothing to do with what happened. I emailed them the following day to get a status on my vehicle and did not receive a response. I did receive an email on 11/11/21 indicating that the parts for the steering wheel controls had arrived but nothing regarding the other issues, so I called them on 11/11/21 and spoke to Nora again. She indicated that Brad was looking at my car and that he would call me back. I did not receive a call back from Brad. All I want to know is what is wrong with my car, what are my options, and what will St. Charles Hyundai do to resolve the issue. To date no one has made an attempt to contact me, give me an update on the status of my car, offer a loaner vehicle since my car is in worse condition than when I brought it in, or apologize for putting me in a vehicle they knew was not fit to be driven. Allowing me to drive my vehicle in the condition it was in was incredibly dangerous,. If I had made it to the highway and then had such a catastrophic failure with surrounding traffic traveling at highway speeds, I could have been killed. Now I'm left wondering if I was intentionally misled or if there was just a gross level of incompetence on the part of the service staff. No one seems to be interested in helping me and there appears to be no accountability from anyone involved in servicing my car. I am extremely unhappy and disappointed with the level of service and lack of professionalism I experienced from St. Charles Hyundai. I will never bring my vehicle back to St. Charles Hyundai for any service. I do intend to buy a Hyundai in the future, since before this experience I've never had any issues with my Hyundai, but I'll be sure to buy from a Hyundai dealership other than St. Charles Hyundai. More

I received exceptional customer service from Tyler. He was very polite and responsive to my needs. was very polite and responsive to my needs. More

Although we bought our vehicle from this dealer, when we needed service we've had the worst possible experience. Chris has been a nightmare to work with - wont return calls or emails - and we ultimately wi needed service we've had the worst possible experience. Chris has been a nightmare to work with - wont return calls or emails - and we ultimately will not ever return, nor recommend St. Charles Hyundi to anyone. More

My 25yo daughter bought her first car and asked to have the sales tax financed because she's a graduate student who won't receive her stipend until August. They said they would. She goes to license her car the sales tax financed because she's a graduate student who won't receive her stipend until August. They said they would. She goes to license her car and they said she owed $1000+ in sales tax, which she nor I have. She called and talked to multiple people and they won't do anything to fix this. I was going to buy my next car there but won't now. DON'T BUY FROM THIS DEALER. THEY ARE LIARS AND WON'T FIX THEIR MISTAKES. More

Steve Williams was so friendly, honest and transparent, and made my experience a breeze. I can’t wait to buy from him again! The Mercedes I purchased is beautiful and the detailing job was to perfection. and made my experience a breeze. I can’t wait to buy from him again! The Mercedes I purchased is beautiful and the detailing job was to perfection. More

Came by to look at some cars and had the unfortunate pleasure of Ben’s presence this guy is a total jerk and thinks he’s better than everyone. Totally unlikable guy. Will not be back pleasure of Ben’s presence this guy is a total jerk and thinks he’s better than everyone. Totally unlikable guy. Will not be back More

Will Less was a delight to work with. We went in to get Will Less was a delight to work with. We went in to get a brochure on a Hyundai Palisade, and walked out with a beautiful new car. We couldn't be Will Less was a delight to work with. We went in to get a brochure on a Hyundai Palisade, and walked out with a beautiful new car. We couldn't be more pleased. No pressure at all, just good service. More

I had great experience buying my Palisade here. Andreas Kasa was very helpful and attentive. Hope service appointment will be the same. I went to different Hyundai dealership where i was disappointed becau Kasa was very helpful and attentive. Hope service appointment will be the same. I went to different Hyundai dealership where i was disappointed because the promised car was not available. At St Charles hyundai all informations were promptly given. I highly recommend St Charles Hyundai. More

I purchased my first vehicle here int he US. St. Charles Hyundai and Ben Macormic were extremely helpful to me throughout the entire process. Ben was available to me at a moment's notice for any questions t Hyundai and Ben Macormic were extremely helpful to me throughout the entire process. Ben was available to me at a moment's notice for any questions that I had and he provided advice above and beyond my expectations. I am extremely pleased with the service I received. More