Waiting for car to be fixed even after two weeks
Oscar was great! I was in a rush and he quickly handled everything and gave me an update when the car was ready.
Oscar really professional and having high knowledge and done way quicker than I expected and his promised. Thanks!!
I’m writing to escalate a poor service experience at Hyundai of San Bruno regarding my 2024 Hyundai Elantra SEL (VIN: KMHLM4DG7RU752456).
What happened (brief timeline):
[09/30/2025 | 8:10 am PST]: I brought the vehicle in for a persistent rattle. Service Advisor Oscar said he couldn’t hear it and told me it was not covered by warranty.
Same day (evening): Another staff member—and a director—confirmed the issue is covered.
Follow-up test drive: A mechanic heard and confirmed the rattle. Despite that, Oscar suggested external causes and stated it would take 3–4 days to repair without a clear plan.
This has been frustrating and a poor use of my time. It’s not just about fixing a rattle; it’s about the inconsistent, dismissive handling and misinformation about warranty coverage.
What I need from Hyundai of San Bruno:
Written confirmation this repair is covered under Hyundai’s New Vehicle Limited Warranty or it is not Not Covered in Warranty.
A proper diagnosis and repair plan with a clear turnaround time.
Reassignment to a different advisor (not Oscar) for all future interactions on this RO.
If the repair truly requires multiple days, please provide a loaner vehicle or rental coverage per your policies.
I kindly ask that you confirm receipt of this message and provide next steps, including scheduling a repair appointment. I appreciate your prompt attention and look forward to resolving this matter quickly and smoothly.
Thank you for your prompt attention.
Sincerely,
Rajat P
I'd really appreciate if your dealership had loaner vehicles, particularly when the car is having a long in-warranty repair like a IMCU failure.
Alicia was professional, courteous, and a true problem solver. All of my intended business was completed at the Service Center. She ensured that all work completed on time which allowed me to meet my work obligations & meetings later in the morning. Five Stars!!! ⭐️ A 10+!!
Please forward this review to Alicia.
Thanks!!
Carlos D
Mr Ladue is clearly very knowledgeable about cars in general and about Hyundai cars in particular. His comments on what work was done on my car were clear and understandable. I hope he will be around for as long as I own my car.
Thorough and timely plus the salesman at the dealership gave me a lot of information for my next purchase
Excellent staff member! Kind and courteous. Get her a raise.
Very helpful, polite, and followed up with me when I forgot my water bottle.
Alicia was a great person to talk to. Super nice and personable. We talked about Legos too and that was fun for a change :) made a boring visit, enjoyable.
The only thing I was not satisfied with was waiting 5 hours for what should have been a 1-2 hour job. Your service agent was excellent the problem seems to be you are incapable of honoring your appointments properly.
She is friendly and professional.
2 hours is quite long. The waiting area or lounge and bathroom is very run down. No donuts for customers but I saw staff with donuts. Fly infestation in the waiting area you guys need to look at Toyota of Stevens creek to see the standard. You can do better. I was not greeted by Alicia upon entering I had to seek where and who to ask for assistance. I am happy with my vehicle but the house needs work
Although it took 2 months for the vehicle to be repaired, a lot of the circumstances were beyond Alicia's control. I appreciate her persistence in following up with the insurance company and trying her best to move the progress forward.
I would like to see the dealership management to do a better job in staffing and retaining employees so it doesn't seem like a revolving door at this place.
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