Paul Leung

Review of Bill Dube Hyundai

I brought my 2010 Hyundai Sonata in for a Brake Fl...

I brought my 2010 Hyundai Sonata in for a Brake Fluid replacement and was disappointed by the quality of customer service I received. I had never had a problem before with the service or the employees but today I waited twice as long as I was told the service would take and I noticed a discrepancy in the pricing that was billed vs. the price I agreed to pay.

First I had to wait 1.5 hours for the service which usually does not take that long. I was quoted 45 minutes when I made the appt and about an hour from George when I arrived. I was not once informed of status until I went to ask an hour later. I was the first one at the dealer and should have been the first car through service.

The bill price was a few dollars higher than the agreed upon price and the coupon % was taken off the old upon price. So the coupon was applied to the price I agreed upon, but the billed invoice was higher. That doesn't make any sense. I then went back to my old bills and noticed the same discrepancy. I brought this up to the manager George and instead of fixing the problem which was only a matter of a few dollars, he told me that all the quotes are estimates and that they can be higher or lower. That is not written anywhere in the quote. I would have still expected the coupon % applied to the invoice price then if it was just a price mistake, but this seems like a scheme to make a few extra bucks off every customer. He was willing to fix that after I informed him of the problem. I would have been completely satisfied if he just fixed the price mistake to the quoted price instead of making up an excuse about where the prices come from. That is not customer service. I did not know a few dollars profit is worth losing a customer over and will not return to this dealer for service unless this is properly addressed.

Overall I was disappointed and really hope this will be addressed so that I can return to this dealer again.

*Update because I was contacted immediately by the General Manager Jeff of Bill Dube Hyundai after I asked to be contacted through their website and also through this rating:

Jeff apologized for the quality of service I had and insisted that the issues would be improved upon and offered a discount on a future major service to re-mediate the problem. He also pointed out that they have an internal issue with not charging sales tax on parts which is not really my problem. Also hard to address length of service, but next time, I will definitely make use of the courtesy shuttle instead of waiting for my car.

I also asked that in the future, the pricing on coupons/specials need to be consistent with the invoices so hopefully this experience improves my next experience and everyone's in the future.