Out of the 3 times that I've done business with Roseville Hyundai, including purchasing our 2013 Sonata @ the end of May 2013, I've experienced poor customer service twice. When we purchased our Sonata, we traded in our 2008 Mazda 3. Apparently, there was another Mazda trade-in that was mixed up with ours & it was not caught right away by Roseville Hyundai so we ended up having to come back & re-do the paperwork on it. That took multiple visits to straighten out. Secondly, because they didn't have our specific vehicle in stock @ the time, we had to order one from another out-of-state dealership. Our salesman set us up on BlueLink prior to our getting the vehicle so that we'd be all set when it came in. We were told that it would take about a week. After a few days passed, we got a call stating that an identical vehicle was available & we could take it instead of waiting for the original one so we took it. We ended up having to re-do all of the BlueLink setup for this new vehicle. That took a 2nd trip & then to top it off, BlueLink was a hassle in getting the original Sonata off our account. Our 2nd visit just consisted of getting an oil/filter change after 13,000 or so miles, which was fine. This 3rd visit was the icing on the cake. I scheduled an appt. using their online system & specifically requested a rental car which they ask if you want. After showing up for my appt. & getting through the initial process, I reminded my service advisor, Jeremy, that I requested a rental car. He proceeded to call up Enterprise & requested a car be brought over. Little did I know that Enterprise was just across the street. After waiting a few minutes, Jeremy came over & apologized for it taking longer than usual & said that he would call Enterprise back. Jeremy told me that they stated that it shouldn't be much longer as they were "just around the corner." After a few more minutes passed, I started to feel like I wasn't getting anywhere. Jeremy came back over & said that he wasn't sure why they weren't showing up & that he could get a shuttle for me. At this time, I still was not aware that Enterprise was across the street from the dealership & proceeded to tell him that I didn't want a shuttle, I wanted the rental I requested. That's when he told me that I could walk across the street to them if I wanted the rental. I told him that I didn't want to walk across the street. He went back to his counter & while I was left waiting again, an older gentleman approached me in a suit & tie & made a comment about how unhappy I looked over here (he never once introduced himself nor was he wearing a name tag). I told him that I was waiting for my rental & it was taking too long. He kidded with me & made a comment along the lines of, "I'll bet when the car rental guy shows up, you'll give him an earful!" I joked back & said, "Yeah & probably slam his fingers in the door." It was a stupid comment on my part, but I was just attempting humor while losing my patience. The man proceeded to laugh & say, "oh, you're bad!" I didn't think much of it @ the time because I was thinking he was another customer. Jeremy approached me again with keys in hand to drive me over to Enterprise & as we were walking out the door, Jeremy commented that this kind of situation is unusual for them & I stated, "Leave it to me to get the lousy service." Just then, Mr. Peace (another service advisor) overheard me & stated, "You must be a magnet for it" & walked away. I said, "thanks!" sarcastically. What a rude thing to say to a customer. Jeremy drove me to Enterprise where I finally was on the road after 40 minutes. I got called to pick up my vehicle @ around 12:30. I finally showed up just before 2 p.m. & instead of the cashier pulling out my paperwork & ringing me up, she stated that she would have to go find the service advisor to "finish out the ticket" since it wasn't completed. After waiting a few minutes, she came back & rang me up. Then as she was looking through the paperwork, she noticed my inspection report wasn't included so she had to call a service advisor to print it out. Meanwhile, I saw that older gentleman walking around advising other customers so I figured that he in fact worked there. After 10 minutes or so, I was finally free to leave. No one went over the inspection report with me nor walked me out to my vehicle--I had to find it on my own. I noticed my car was washed on the outside & half expected that they cleaned the interior as well but when I opened the door, I realized that they didn't. I asked a service technician walking by if they normally clean the interiors as well & he stated that they do it by request only. So much for that. I hate Roseville Hyundai & hope to never do business with them again. I felt like I was dealing with amateurs who don't know what they're doing or people who just don't care about quality customer service. Looks like I won't be giving them another chance. Bare minimum customer service is what you can expect. At least my Sonata is a nice car but who knows what was needed or performed on my car or what is recommended for it because no one ever advised me.
more