Wolfchase Hyundai
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3 hour wait with appointment for an OIL CHANGE!
Written byon 07/05/2017
Our son is 16, and he asked us, "where is the best place to get my oil changed?" We made an appointment for him at this dealership, knowing this would be a great place for him to go with his new car. WRONG! He had an appointment at 830 am, for just an oil change. He had to wait over 2.5 hours for this service, and was late to his job at 11am because of this delay. It is totally unacceptable! There should have been NO REASON for a child to be late to work at 11am, right around the corner, when he had a scheduled appointment for such a simple service. He should not have even been charged for this service due to this issue. I feel terrible for him, as it is totally unfair for him to have to pay a price at his job for this kind of disrespect for his schedule and time. His father called to complain, and was told that due to recalls, he had to wait. Then, there should not be appointments made during these times. My son would have NEVER scheduled an 830 oil change today if he was made aware that he may have to wait HOURS to be served. At this time, i would not recommend this dealership to anyone. I will reserve my right to change my opinion based on how this complaint is handled. Excellent Customer service includes communication - things happen, and schedules sometimes change - but the customer should be given the right to wait or reschedule the service if it cannot be completed within a reasonable time frame. He should not have had to be late to work because of recalls on your vehicles and the inability to communicate and offer a different time. Absolutely unacceptable customer service!
- Recommend this dealer? No
- Were you satisfied with the quality of work performed on your vehicle? No
- Did the dealership complete the work within the timeframe promised? No
- Did the dealership provide you with an accurate quote of the work to be performed? No
- Do you feel the price paid for service(s) was fair and appropriate? No
- Did the dealer honor all commitments made? No
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begamatt on 07/07/2017
Dealer Response
Dear Customer,
We have had difficulty with getting registered to respond so we apologize for the delay. In regards to this service visit, we thought we were doing everything right. We made the appointment in person and were told the the young man just got his car so we wanted to make extra sure he was handled and the job done thoroughly. When the vehicle was checked in, we researched the VIN number for any outstanding recalls and there were 2. We are accountable by law, and to Hyundai to complete these recalls before the customer is put back on the road.
The Adviser, Barry, was very attentive to the young man and kept him aware of the time issues the recalls presented. Had we known the complications that would arise, we would have gone so far as to utilize our shuttle service to get the young man to work and delivered the car when the work was completed, which we do on a regular basis. Our intent was not to make a customer wait as long as possible, but we needed more information then we could solve the problem. I may have even made the situation worse, because I told the technician that this was a 16 year old's first car and make sure a "thorough" inspection was completed and any recommendations made to make sure it was safe, which added even more time.
We are one of the highest rated customer service dealers in our region because we offer solutions. We do business often with the place the young man works, and we made a phone call to his supervisor to explain what happened. We posted signs in our waiting area and cashier area noting that the week before and after the July 4th holiday create unique situations for our service department because of travelers and procrastinators, and wait times could be effected due to shear numbers of customers. I wish we could redo this scenario, and with a little more information we could have really "WOWED" you. I would like to do something special for ya'll for your time and trouble. I can be reached at 901-435-9421, Fixed Operations Director.
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