Chauncey Lattimer

About a week and a half ago, we drove 4 hours round trip with our four children to bring our van in for a repair. Before EVER scheduling the appointment, we specifically called and asked two very important with our four children to bring our van in for a repair. Before EVER scheduling the appointment, we specifically called and asked two very important questions: Is this repair covered under our warranty, and can Hyundai of Louisville perform the repair? We were told yes to both. We relied on that information when deciding to make the trip. Communication leading up to and during the process was extremely poor. It took multiple phone calls to get ahold of anyone, and much of the communication was eventually done through text. After dropping the van off, we were told the next day that it was, in fact, the lifter issue we had already told them about — but suddenly we were told they couldn’t perform the repair. We were also told at that point that they didn’t even know whether it would be covered under warranty. We explained that we live two hours away and were understandably frustrated that we had made the entire trip based on information their service department had given us. We were told there was a Chrysler dealership across the street and that they could take it there. Except our van then sat at Hyundai for six days before it was finally taken to Chrysler. During this entire process, we were not offered a rental vehicle, there was no real apology for the inconvenience, and we repeatedly had to chase them for updates. Once it was transferred to Chrysler, Hyundai essentially washed their hands of the situation and told us it was now Chrysler’s problem and that they would be in contact with us. Chrysler then contacted us and explained that the only information they had received was essentially a sticky note with our name and phone number. They had no real background on the situation. They couldn’t get to the van until the following week because, understandably, they are a busy dealership and we had never actually been scheduled with them. So now, after being without our van for two weeks, we are driving another 4 hours round trip tomorrow to pick it up- and the original problem still hasn’t been fixed. We will now have to take it to a local Chrysler dealership and start over trying to figure out the warranty and repair. The most frustrating part is that all of this could have been avoided. We called Hyundai of Louisville BEFORE scheduling specifically to make sure they could handle this repair and that it would be covered under warranty. Had we been given accurate information from the beginning, we could have taken it to a local Chrysler dealership and saved ourselves multiple 4-hour round trips, gas money, time, childcare/family logistics, and an enormous amount of frustration. Things happen and sometimes dealerships can’t perform certain repairs. That’s not what I’m upset about. I’m upset that we were given incorrect information before making the appointment, and then once they realized they couldn’t handle it, there was very little urgency, communication, or accountability. As a family of six, our van is our primary means of transportation. Being without it for two weeks because of a situation that could have been avoided with accurate information and basic communication has been incredibly frustrating. Unfortunately, the lack of professionalism, reliability, communication, and customer service throughout this experience has left a very bad impression. We genuinely wish we had spent our money on our family vehicle with a company that valued our business enough to be honest and accountable when we needed service. More

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I have a review already on google at the time I made it was pretty upset. Now that’s it been a few months and I’m much calmer. I had to come back because I’m still having the same issues with my car. They was pretty upset. Now that’s it been a few months and I’m much calmer. I had to come back because I’m still having the same issues with my car. They still get a 1 star but really a 0 because the experience was xxxx. My transmission is still slipping after supposedly getting a new one. I took it there once they had it for two days and said nothing was wrong with it. It’s still doing it. Idk how long I’ll have this car. I haven’t even had it a year and haven’t gotten to enjoy it due to constant problems. Dealership is a scam basically. More

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