Joseph Kirby

Review of Camelback Hyundai Kia

Lets start from the top. My wife's car had a flat ...

Lets start from the top. My wife's car had a flat Wednesday morning. I called Hyundai roadside assistance and had the car towed to the dealership while I drove my wife to work.

I called to confirm that the dealership received the car and they had. I was told that the tire had a screw in it and the replacement wouldn't be covered under our MPP contract for road hazard. I insisted that it would be, because what in the world is road hazard coverage for, if not to cover nails/screws. The Service Advisor called MPP and confirmed that the new tire, a rotation and our oil change are in fact covered by MPP as I had told them. I was told the car would be ready before 6pm (closing time) and because my wife didn't get off work until 7pm, they would simply leave the car up front and give the keys to reception. No problem.

I called around 430pm to confirm progress on the car and was told the tire wasn't expected to arrive until 5pm, again, no problem. I received a call from our Service Advisor at 5:51pm letting me know that the tire hasn't showed up, and that they were closing shop so the car wouldn't be ready until Thursday. This is my wife's daily driver. She needs a car to get to and from work. I asked for a loaner and was told they were all out and would have to get a rental. Not OK with paying for a rental car when I was promised our car would be ready by 6pm. The Service Advisor called me back a few minutes later saying he had found one last loaner car and asked if I could come sign for it for my wife. I said no problem I'll come down right away - but I live in Laveen and it would be at least 20 minutes until I arrived.

Suddenly, the situation shifted from letting me get the loaner for my wife to telling me that I can't, and only my wife can sign for the loaner car and that she HAS to come sign for it NOW because they want to leave for the day, because "they aren't even supposed to sign loaners out after hours". At some point I was told, "We're trying our best to work with you and solve your problem but our hands are tied". I pointed out that this situation is in fact not MY problem but THEIRS. If they expected the tire to arrive at 5pm and it was a no-show, why did they wait until 9 minutes before they closed shop to tell me? Why rush us to come pick up a loaner so you can get out the door? My wife was working and we live at least 20 minutes away. She can't drop everything she's doing to come sign a car out and a teleportation device hasn't been invented yet.

I managed to get a hold of my wife and she was able to make her way to the dealership to get the loaner car. The Service Advisor called me while she was en route to inform me that the tire had just arrived and they were putting it on. So once she arrived she was able to drive off with her car.

What really annoyed me was how they acted like they were doing us a favor by staying late to work on the car. I totally understand that a tire shipment arriving late is not their fault. And I was willing to accept the fact that it wouldn't be done on Wednesday. I'm a reasonable person, but when I'm told it'll be done by 6 and I get a call 9 minutes before they close saying it won't be ready, and get rushed to get to the dealership to sign for a loaner car, I get pretty annoyed.

If the car wasn't going to be ready, fine. Give us a loaner so we can go about our business. My wife works 1 mile away from this dealership. Having a representative drop the loaner off, or pick her up from work should not have been a big deal. But because they waited until they closed to tell us about the problem, they wouldn't do anything of the sort.

Also, I specifically requested that they not wash the car because I prefer to hand wash our vehicles myself. They didn't wash the car but it somehow came back to us more dirty than when we dropped it off.

I called MPP to verify our coverage, and was kindly informed I can take the car to any dealership and most auto body shops for routine maintenance and tire repairs. So I'll be doing that from now on.