Braelynn Merrell | Page 3

I have had repeated frustrating experiences with this service department, and this most recent appointment was another example. I brought my 2023 Hyundai Tucson Hybrid in a few weeks ago because the h service department, and this most recent appointment was another example. I brought my 2023 Hyundai Tucson Hybrid in a few weeks ago because the horn was not working. After waiting about two hours, I was told the horn needed to be ordered and that the rear struts/shocks also needed to be replaced. When the parts came in, I called back to schedule the repair, Braelynn was not in so I was placed on hold for roughly 30 minutes while they confirmed the parts and appointment details. During that call, I was told they would need my vehicle for four to six hours, likely closer to six, because of the work involved. Based on that information, I rearranged my entire work schedule, dropped the vehicle off Sunday night for a 7:00 a.m. Monday appointment, and made plans to pick it up after work because I was told it likely would not be ready by lunchtime. Then, at about 9:00 a.m. Monday morning, I received a call saying the vehicle was already done. While I appreciate that the work was completed earlier than expected, the poor communication created an unnecessary disruption to my day. I had already rearranged my schedule and transportation based on the information I was given by the service department. My issue is not that the car was finished early. My issue is the overall customer service, communication, and lack of professionalism. Calls often feel rushed or inattentive, staff members carry on side conversations while speaking with customers, simple service appointments regularly involve long waits, and the department seems overbooked and disorganized. I understand that service departments get busy, but customers should still be treated respectfully and given accurate, helpful information. Unfortunately, that has not been my experience here. Sales department was great, when I bought his vehicle. Service was good at first. Now the service department leaves a lot to be desired. More

by apavlus Verified Customer Verified Customer

Print

Great service experience! I was greeted by Braelynn, and she made the in-take easy. I received the check-in status email in the waiting room. Everything I needed done was serv I was greeted by Braelynn, and she made the in-take easy. I received the check-in status email in the waiting room. Everything I needed done was serviced, including tightening a door molding. Wait was reasonable for a very busy morning (1 hr 45 min). Braelynn texted me when the car was ready, and it was sitting right out in the parking lot ready to go. More

by DUSSAUH Verified Customer Verified Customer

Print

Braelynn is awesome. Its not an exaggeration! She always is personable, professional, and knowledgeable. She exemplifies the best Mastrovito has to offer. Mastrovito H Its not an exaggeration! She always is personable, professional, and knowledgeable. She exemplifies the best Mastrovito has to offer. Mastrovito Hyundai is the best dealership and has the service center I've experienced. That statement is backed up by my purchase of 14 vehicles since 1978. Thank you team! More

by Jeff Shepard Verified Customer Verified Customer

Print

They took 2 hours to do an oil change and kept asking to add more services though they closed soon add more services though they closed soon More

by marcusgaston1998 Verified Customer Verified Customer

Print

Everyone was very professional, helpful, courteous, fast working and understanding of our vehicles and keeping them as clean as possible working and understanding of our vehicles and keeping them as clean as possible More

by cheryl.wilkinson83 Verified Customer Verified Customer

Print

happy with the service, condition of the dealership, quality of the staff,product in general quality of the staff,product in general More

by DLUPINO Verified Customer Verified Customer

Print

My experience has always been wonderful. This is my fourth car. I think I bought from them. Very wonderful people. The sales people are wonderful phenomenal. I love going they’re. cause it’s This is my fourth car. I think I bought from them. Very wonderful people. The sales people are wonderful phenomenal. I love going they’re. cause it’s like family when you go. It’s very welcoming. when you walk in and John is amazing. finance guy to work with. More

by jobrien350 Verified Customer Verified Customer

Print

Excellent customer service. I purchased the care here because of the people. Would not go anywhere else I purchased the care here because of the people. Would not go anywhere else More

by caspermole Verified Customer Verified Customer

Print

A pleasant experience and Braelynne was extremely helpful!service was fast and friendly, highly recommend helpful!service was fast and friendly, highly recommend More

by luanndanella Verified Customer Verified Customer

Print

Took a lot longer then I thought it should, but overall it was great. Love the waiting area it was great. Love the waiting area More

by tncanderson Verified Customer Verified Customer

Print