On Thursday august 15, 2019 I was out shopping at a mall close to my home which is Chicago, Illinois. I stepped out of my car and tried to lock it but the lock didn't catch. I drive a 2017 Santa Fe Hyundai. I new I was just 15 minutes away from the Hyundai dealership located 9121 s. Cicero, Chicago Illinois 60453. I go in my car and started driving when to my dismay the door on the drivers side wouldn't even stay shut, it kept swinging open as I drove. I had to drive with one hand on the steering wheel and the hand holding the door closed. I arrived at the dealership in 15 minutes shaken up and pulled into the maintenence shop. I got out of my car and went into the office to explain why I was there. A young man asked me what I wanted, never introduced himself to me, just started talking. I explained to him what had just happened and needed emergency assistance, I did not have an appointment. Right away he starts saying he doesn't know if he can fit me in, it's late, ( around 4:00/4:30pm) I might have to come back, and I had to explain to him again, the car was undriveable, I wasn't able to take it anywhere, I was blessed I got it there with no accident . This young man comes to my car door and looks, moves the handle and " well see, you've broken it". Reprimanding me. Never saying I'm glad you didn't suffer injury, do you need to sit down, no compassion, no concern about my well being. Well he says, I'll right it up, I don't know when we will get to it, do yo have someone to pick you up? I answered" no , Do you have someone who can take me home? The young man asked where did I live I answered about 15/ 20 minutes away. Well he said I guess that's not to far i'll see. I waited by the desk in the office for him to finish processing my car in. I asked what time would they call to let me know about my car, we agreed by 12:00 pm/ noon. I never got that call. Then I asked "who will be taking me home?" The young man told me to go into the waiting room. Just like that. Nothing pleasant, never addressed me by name, didn't say help yourself to refreshments, I will get back to you soon. No customer service or courtesy. I waited in the room for 20minutes. This young man NEVER came back. I politely got up and left, walked 4 blocks to 95th street and caught the bus home. I am 67 years old.
The next day my husband took me to see about my car, not having heard for the dealership this was around 12:45pm. Now this same young man sees me and its" hi Karen". Started talking rapidly, "don't worry you were completely covered, we discovered the problem and fixed it. No Charge. Did any one call you, no , oh I'm sorry I was so busy". The car when inspected found drivers door latch/ lock actuator faulty and was replaced. Never an apology fo r making me feel like I was an inconvenience . Never an apology for neglecting to secure a ride . Never an apology for saying the broken handle was my fault. He handed me my paper work so now I know his name. I won't print his name but if you follow up you will know. My car was returned to me August 16, 2019. This service advisor was very rude . This is not my first time at this dealership. In the past I have been very pleased, but this time I was very disappointed with my encounter. Invoice #185550. Thank you, Karen Neely
Terrible customer service
On Thursday august 15, 2019 I was out shopping at a mall close to my home which is Chicago, Illinois. I stepped out of my car and tried to lock it but the lock didn't catch. I drive a 2017 Santa Fe Hyundai. I new I was just 15 minutes away from the Hyundai dealership located 9121 s. Cicero, Chicago Illinois 60453. I go in my car and started driving when to my dismay the door on the drivers side wouldn't even stay shut, it kept swinging open as I drove. I had to drive with one hand on the steering wheel and the hand holding the door closed. I arrived at the dealership in 15 minutes shaken up and pulled into the maintenence shop. I got out of my car and went into the office to explain why I was there. A young man asked me what I wanted, never introduced himself to me, just started talking. I explained to him what had just happened and needed emergency assistance, I did not have an appointment. Right away he starts saying he doesn't know if he can fit me in, it's late, ( around 4:00/4:30pm) I might have to come back, and I had to explain to him again, the car was undriveable, I wasn't able to take it anywhere, I was blessed I got it there with no accident . This young man comes to my car door and looks, moves the handle and " well see, you've broken it". Reprimanding me. Never saying I'm glad you didn't suffer injury, do you need to sit down, no compassion, no concern about my well being. Well he says, I'll right it up, I don't know when we will get to it, do yo have someone to pick you up? I answered" no , Do you have someone who can take me home? The young man asked where did I live I answered about 15/ 20 minutes away. Well he said I guess that's not to far i'll see. I waited by the desk in the office for him to finish processing my car in. I asked what time would they call to let me know about my car, we agreed by 12:00 pm/ noon. I never got that call. Then I asked "who will be taking me home?" The young man told me to go into the waiting room. Just like that. Nothing pleasant, never addressed me by name, didn't say help yourself to refreshments, I will get back to you soon. No customer service or courtesy. I waited in the room for 20minutes. This young man NEVER came back. I politely got up and left, walked 4 blocks to 95th street and caught the bus home. I am 67 years old.
The next day my husband took me to see about my car, not having heard for the dealership this was around 12:45pm. Now this same young man sees me and its" hi Karen". Started talking rapidly, "don't worry you were completely covered, we discovered the problem and fixed it. No Charge. Did any one call you, no , oh I'm sorry I was so busy". The car when inspected found drivers door latch/ lock actuator faulty and was replaced. Never an apology fo r making me feel like I was an inconvenience . Never an apology for neglecting to secure a ride . Never an apology for saying the broken handle was my fault. He handed me my paper work so now I know his name. I won't print his name but if you follow up you will know. My car was returned to me August 16, 2019. This service advisor was very rude . This is not my first time at this dealership. In the past I have been very pleased, but this time I was very disappointed with my encounter. Invoice #185550. Thank you, Karen Neely