I have been using Pearson Hyundai's service department since purchasing my vehicle from them in June of last year. Until my last appointment, I have been completely satisfied. However, a year's worth of good work can be undone by a single experience.
My initial appointment, or so I thought, was on Saturday 4/6/13 at 10 AM. I had made this appointment through the Pearson website and received an email that said only this:
{{ADMIN}}
ERIC KELSEY,
Thank you for sending us your service request. A service advisor will
review it shortly and contact you.
From the Service Department at:
PEARSON HYUNDAI
9530 MIDLOTHIAN PIKE
RICHMOND, VA 23235
(804) 276-0300
When I arrived at Pearson on the date above, I was told that I had no appointment and that there was nothing available until late afternoon. I informed the gentleman at the desk that I had made an appointment online to which he responded did I give a confirmation. I showed him the email above on my phone and HIS EXACT WORDS were: 'That is not a cofirmation, someone should have contacted from Hyundai Corporate to confirm we had an opening."
Major problem with the above statement: I never received an email or phone call from Hyundai to confirm or deny the requested appointment time. When I questioned the gentleman at the counter further, he got defensive and attempted to not accept blame saying that Pearson does not have anything to do with the online scheduler, it is all done by corporate.
I responded that the email I received was SIGNED Pearson Hyundai, the website I used to schedule the service was www.pearson.com, and therfore PEARSON is responsible.
He said I am sorry and that was the end of it. No real effort was made to make this right; not even an offer right then and there to reschedule. I left quickly because I knew that no manager was there to discuss this with (I asked the front desk if there was) and started my way back home.
This whole experience was made worse when I got home later and CALLED the service department to reschedule. A fellow named Ed answered and to say he was rude when I tried to explain my problem would be an understatement. He, like the other gentleman working that day, explained that Pearson is not responsible for corporate not confirming the appointment. When I explained that this whole situation was VERY frustrating to me since I live 30 minutes away and wasted my gas for nothing, he rudely said again that it was not their fault.
I will say, that my appointment on Tuesday went off without any problems; however, I am still left with a bad taste in my mouth from the lack of professionalism of the staff that was working on the Saturday in question.
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