Stew Hansen Hyundai

Frustrated Repeat Client I used to recommend Stew Hansen to everyone I knew. Recently, they have become sloppy. My family has bought every single one of our cars from Stew Han I used to recommend Stew Hansen to everyone I knew. Recently, they have become sloppy. My family has bought every single one of our cars from Stew Hansen for at least the last six or seven years and have never had a problem until recently. A few months prior I went to have my car serviced for a simple and easy oil change at the dodge property. I picked up my car and everything was absolutely fine, until I arrived home and noticed there was a dent/huge scrape in my back bumper. I immediately called my dealer and she assured me she would handle it and it would come as no additional charge to me. Thank goodness she kept her word, but the mistake made in the service department was a major inconvenience and left me without a car for two days. After this incident, I decided to give the service department one more shot because I was treated so well by my dealer. Her customer service was enough to win me over and encourage me to try Stew Hansen's service department one more time. Two weeks ago, I was told I needed to replace all 4 of my tires, so I decided to go with Stew Hansen Hyundai as they were the best deal for what I would be getting. Everything seemed fine when I drove it off the lot, and I was very happy with how smooth the ride seemed to be. However, when I drove it on the interstate the next morning, everything was wobbly and extremely uncomfortable. I was unable to reach the service department Friday, but was able to get in touch with them Saturday morning. I dropped my car off and thought everything was going to be handled appropriately as the service manager, Angel, assured me he would take care of it. After a couple of hours, I received a call insisting I needed to call back as he needed to discuss some information he discovered about my vehicle. I called and was placed on hold for at least fifteen minutes and was still not able to get through to the service manager, so the woman directing calls assured me she would pass a message on to the manager to give me a call. I heard nothing for over two hours and finally called back as I knew the department was closing early. I eventually got in touch with someone (who was not the manager) and was told I needed to bring it back the following week to replace the defective tire. Fine. I ended up dropping it off Tuesday, October 20th at about 10 a.m. as I had an appointment with the service manager after everything I'd experienced. He assured me it would take about 2.5 hours and I'd have it back around 12:30 or so. I called about 1:30 because I hadn't heard from anyone in the service department and was again placed on hold for about 15 minutes while the lady at the front desk got in contact with someone. She told me she would find my service adviser and give me a call back. My service adviser ended up calling me about five minutes later and explained they were going to replace all four of my tires once again and that he’d have it done by 3:30 p.m. I stressed I would like to take advantage of the shuttle service (which I believe ends around 4 p.m.) because I had a meeting right away at 5 p.m. He assured me it would be done. As 3:30 rolled around, I had yet to receive a call. I ended up calling about 3:50 p.m. because I needed to be shuttled back to get my car before my 5 o’clock meeting. Margaret was the customer service lady who, unfortunately, answered my call. I very, very politely inquired about my car and she was the rudest woman I have ever dealt with at stew Hansen. I asked if my car was done and she placed me on hold (this was not the issue) for about 5-7 minutes. After she had placed me on hold, she informed me my service adviser “had clocked out, so she’d send me to his voicemail.” She explained “the tire guy was looking for Tony (my service adviser, apparently) so he could sign off on the tires.” At this point, I was extremely frustrated and simply asked her if she could put me through to Angel, the original manager I had made the appointment with, or if she could ask someone whether or not my car was officially done or if the tires had even been put on. She responded in an extremely rude way, “Well that’s why I’m trying to put you through to his voicemail, isn’t it?” I was shocked. Never in my life have I been treated this way by Stew Hansen. I’ve worked in customer service my entire life, so I can 100% completely relate to customers who are nasty and rude to those just directing the calls, which is why I SPECIFICALLY SAID, “I know this isn’t your fault…” I ended up leaving Tony a voicemail, but also called back to talk to a different customer service lady. This lady (I don’t quite remember her name, possibly Ruth?) was EXTREMELY NICE and pleasant and actually acted like she cared about what had been happening all day. As I spoke to her, I requested to talk to Angel once more, and she explained she wasn’t able to pull him out of the meeting he was currently in. She assured me she was sending him an instant message about what was going on and that I would be receiving a call from him as soon as he could call me back. My service adviser ended up calling me about 4:30, which unfortunately, was too late for me to come pick up my car before my meeting. I asked Tony specifically how late a manager would be there, because I really wanted to speak to someone; he assured me there would be a manager here until 8 p.m. I explained I’d be around to pick it up about 6:30 p.m. and he said “that’d be fine and someone would be around.” I arrived to the service department at 6:30 and there was absolutely NO ONE around. I spoke to a salesman who was very polite, cordial, and helpful. I really wish I would have gotten his name as he was the best person I dealt with throughout my entire experience. He had never met me before and actually treated me like a valued client and that my concerns were real. To this day, October 29th, I have yet to receive a follow-up call from the service manager at Stew Hansen Hyundai. I will NEVER service my car at stew Hansen again and will NEVER buy another car from stew Hansen after the way I was treated. Please, next time, take a little more pride in your work and your repeat customers, because you’re about to lose at least four. More