Mike Russo

Terrible service experience due to faulty factory-installed tires (Pirelli Scorpion MS), slow communication, and weeks without resolution. If I could rate the sales and service departments factory-installed tires (Pirelli Scorpion MS), slow communication, and weeks without resolution. If I could rate the sales and service departments separately, I would. While Dexter in sales deserves credit for stepping in and advocating for me, the service department has been deeply disappointing, disorganized and slow with poor communication. ⸻ Timeline: July 3, 2025: I dropped off my 2025 santa fe hybrid calligraphy due to a vibration that started after my 7500 mile service. I Drive ~1300 miles per month. Called multiple times to be able to drop off my vehicle as it seemed to be a l maintenance issue. Was initially told nothing was available until July 21. July 3–15: Vehicle at the dealership for 12 days. I was told that the Pirelli Scorpion MS tires were the likely cause (seems to be a common issue after finding other complaints online; durability/bulging/balancing/uneven wear). No loaner or rental was available/offered. I had to call for updates a couple of times. I knew it would take a little longer, but this was excessive. July 15: I picked up the car and the front left and back right tires were replaced. Odd that the replaced tires were not both on the rear given that’s the standard for 2 new tires. July 16: Vibration returned. I stopped driving it due to the frustration and concern for safety. July 21: Returned the vehicle monday at 8am with an appointment. Diagnostics were not completed by end of day. I requested a brand switch for the tires due to the known issues with Scorpion MS. July 22: 5 PM, still no update. I called for a status twice with no response. I had to email my sales rep out of desperation. July 23: Still no call from service, but Dexter from sales stepped up and advocated for me. Decision was made to switch to a different set of pirellis which would be covered, which was appreciated. July 24th: No contact or update about the tires. July 25th: Still no phone call/update. Haven’t been told if it’s ordered, or how long it will take. No apology for the delay. Dexter then emailed me and we had a professional conversation on the phone and he let me know the tires weren’t in yet. I explained my frustration that if service had just done their job on Monday, I would have my car back by now. ⸻ What should have been a simple tire swap and diagnostic has now dragged on for weeks. Despite my multiple good-faith efforts, the service dept consistently failed to meet basic standards of professionalism. This has easily been my worst service experience. If I had known this would be the level of support for a new vehicle, I likely would have stuck with Subaru instead as their reputation and my experience with them for customer service was miles ahead. Every single visit I was updated within 60-90 min. No problems getting a loaner. Dexter in sales showed initiative and care. He’s the reason I held off on a review. Unfortunately the service department continued to fail to communicate. If you’re looking to purchase a hyundai, both mike and dexter were great. Just make sure you don’t have the Scorpion MS, verde or AS plus 3 given similar issues online. However, if you’re hoping this can be your service center, then I advise you to stay clear. I was incredibly patient with them and this is what happened. It’s not worth the hassle and you can’t trust them. This is obviously a systemic department issue. The 4.7 stars i suspect is mostly based on their sales team and regular maintenance. A total of 16 days in the shop for faulty tires, no loaner and 3 weeks of being unable to drive my vehicle. What a gold standard. Also not the safest idea to replace faulty tires with faulty tires. Very nice of them as they should be well aware of scorpion issues by now. At this point I may face retaliation while they still have my vehicle, but other people should know how bad the service is as well as the scorpion tire issues. Red Flag when the sales team cares more than service. More

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Extremely helpful in getting me exactly what I wanted and taking the time to check financing options. Didn’t keep me waiting too long and I was able to drive off that day with my car! taking the time to check financing options. Didn’t keep me waiting too long and I was able to drive off that day with my car! More

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Things have definitely changed I bought my 1999 Accent from Rowe. Although it wasn't a totally horrid experience, I didn't leave feeling good about it either. After 11 years of th I bought my 1999 Accent from Rowe. Although it wasn't a totally horrid experience, I didn't leave feeling good about it either. After 11 years of the Accent, I went back to check out what they had for a payment I could afford. The guy simply told me they couldn't do a payment that low (without even asking what I was going to put down) and didn't even offer to sit down and talk. He just kind of dismissed me. VERY bizarre. So I got a Toyota at Prime. I swore I would NEVER go back to Rowe. After 9 years of the Toyota, I wanted a Hyundai again. Prime has closed their dealership, so I sighed and thought "I'm going to have to deal with Rowe again." What a pleasant surprise! Mike and William set my mind at ease immediately that they would work with me to get what I wanted at a fair price. It was very easy and they even drove one down from Auburn so I could get the color I wanted. I was told elsewhere that they would have to drive 200 miles to get that color and that the price would go up because of it. Rowe also offered more for my Yaris. I definitely would recommend Rowe for a new Hyundai. I left feeling good. Thank you Mike and William! V More

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