Elizabeth really went above and beyond to make sure that I was taken care of. I came in for a tire repair and she also got my scheduled maintenance and recalls taken care of. On top of that she stayed a little late to make sure I was able to get my car after work that day. She was extremely helpful and friendly! Thank You!
Had to call and escalate to even get an appointment within 2 months, otherwise I would've been without a car for months, not weeke. Missed timelines. Nearly impossible to get ahold of information or get callbacks. Refused to use texting system to provide simple updates. Took 3 weeks for very simple repairs even though it was diagnosed within a few days. Lack of rentals or loaners makes it even more burdensome for the customer. Just go read the Google and Yelp reviews, they all reflect the same systemic issues and sentiments.
I picked up my car Saturday. The mechanic said he/she could not find code after the engine light came on. Danny told me to bring it back when check engine comes back on. It came on 2 hours on Saturday after I picked up car. Towed it back to your shop. Trying to contact Danny but no reply. Albert L
Sad to say one of the very WORST auto service experiences of my life. The service dept here is slow, inefficient, and seems under-resourced for their customer base. They book appointments more than a month out, then take forever to check you in when you arrive on-time. They lie to cover up their inefficiency - claiming a 1-hour procedure takes 3, then missing their own inflated mark. They promise to call with status updates, don't, then can't be reached when you try to call them. If called out on any of this, some of their staff try ineffectually to help, but others become rude and defensive. Finally, their technicians are sloppy - not noticing or bothering to clean up when they soil an interior.
The Service was good. Everyone was nice and polite, but I was forced to spend two days of my life getting a simple update that should have taken an hour at most.
I don't want to blame one particular service member. Your entire operation is poor. I've owned VW's, AUDIs, BMWs, I have a Rivian currently. I've never encountered a more mis managed, chaotic, stressed out, disorganized service operation. I arrived on time to my appointment. I waited for AN HOUR before I finally grabbed someone at random & was told to "put my keys in an after hours envelope and leave." The entire dropoff and pickup situation WAS UNACCEPTABLE. 0/5 stars. Impressed that the car wasn't lost or damaged or stolen.
It was rocky at first but Danny recovered the experience
Positive experience. Everything was explained sufficiently and my car is clean and ready on time.
Very personable and welcoming
Sherry was helpful in getting me in and out very quickly.
Hyundai got my hyundai elantra 2016 good running condition for complete service, especially on my brakes
Elizabeth was great! She was very friendly and professional. She went above and beyond to provide excellent service.
It took four hours to do an oil change even with an appointment. Very bad service.
He was not a nice person. I felt very uncomfortable with him. He kept trying to tell me I needed to have more work and pay for this work, on my car. This was before he even looked at it. Thanks to him I will never go back to San Bruno. They are impossible to get ahold of. He should be fired that’s how bad he is! Rude and pushy and very confusing.
I waited an hour to be checked in, so long in fact that I received a text saying I had missed my appointment…while I was sitting in the waiting area. Not great. Having said that, once Mr Hoyt came out and got things rolling, it went great. Everything Th checked and fixed as needed in 1.5 hours. So kind of a D experience followed by an A+experience
IMPORTANT FEEDBACK FOR SENIOR MANAGEMENT AT SAN BRUNO HYUNDAI
This is feedback to Hyundai San Bruno management regarding of my customer service experience at your dealership.
SALES AND FINANCE DEPARTMENTS WERE STELLAR
First, let me say that I love my new Ioniq 5. It’s one of the finest cars I’ve ever owned. Great quality, design, and road feel. I also want to send along my compliments to your Sales and Finance staff. This is by far the best buying experience in all the years I’ve bought and sold cars.
SERVICE DEPARTMENT WAS THE POLAR OPPOSITE OF STELLAR – REALLY BAD
My Service Department experience on the other hand was really bad. Here, I’ll briefly summarize the situation. I’ve already sent the full explanation up the management line to the dealership GM.
The short story is I brought the vehicle in at 9am, and was told by the scheduler it would be out by 11am. The intake person who took my paperwork and key said by 3pm for sure. I discovered when I returned at 3 that work wasn’t started. Daniel gave me a story about six hours of update time already competed with two more to go. On my way out of the lobby I walked past the service bays. My car wasn’t in a service bay at 3. So I waited and saw it go in and out after that. Finally at 5:09 it came out.
BOTTOM LINE– YOUR BRAND LOYALTY IS AT RISK BECAUSE OF SERVICE DEPT FAILURE
The Service Department completely failed to meet customer service commitments. That software update cost me 8 and a half hours of wait time and two visits on the same day to the Service Department. Unacceptable.
But what was worse were the big excuses and lies. I have the photo proof of what was really going on and how the Service Department failed to start and finish the work anywhere close to on time.
I chose you over Tesla based on the fantastic Ioniq EV product and the exceptionally good buying experience with your Sales team.
However, the epic failure by your Service Department is a serious stumble early on in my ownership experience and trust in your dealership brand.
FOLLOW UP
Feel free to follow up with me if you want more details on the problems in the Service Department. And please make sure that whoever contacts me is senior management not Service Department personnel.
Thanks making an effort to fix this problem.
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