Gerald Hyundai in North Aurora, IL. is staffed with expert technicians who provide quality Hyundai repair and maintenance.Gerald Hyundai in North Aurora, IL. is staffed with expert technicians who provide quality Hyundai repair and maintenance.
I have been a Hyundai customer for over 20 years, primarily because of my appreciation for the brand and its vehicles. After dealing with several dealerships over the years, I believed this location was reasonably competent—until today. What I experienced was, without question, the worst service encounter I have ever had.
Two weeks ago, I visited the dealership to replace the front bumper on my IONIQ 5 due to minor damage. I paid the requested amount at that time. At no point was it explained what the payment covered, nor was I informed that installation was excluded. I was simply told that I would be contacted once the part arrived.
When I was eventually notified that the part was available, I scheduled an appointment for the replacement. Upon arrival, the service representative informed me that my “account rep” was not available and that he was merely helping out. This statement was misleading and irrelevant—there are no assigned account representatives, and regardless, the appointment details clearly outlined the required service.
Once inside, I was asked whether I had already paid for installation—something that had never been mentioned when I paid for the part or when the appointment was scheduled. I was then told that installation would cost an additional $300, which exceeds the cost of the part itself. At that point, I decided it was unreasonable to spend nearly $600 for minor damage and requested a refund.
The situation escalated further when the parts manager stated that a restocking fee would be charged and repeatedly insisted that I had been informed of this at the time of payment. That assertion is categorically false. If installation and restocking fees apply, this should be clearly stated—both verbally and in writing—at the time payment is collected.
The conduct at this dealership was disrespectful, dismissive, and unprofessional. This experience has seriously undermined my confidence in Hyundai’s dealership model. I already own a Tesla, and experiences like this make it increasingly likely that this will be my last Hyundai vehicle.
It is deeply frustrating to deal with service departments that lack transparency, accountability, and basic respect for long-term customers.
Net Promoter® NPS®, NPS Prism®, y los emoticonos relacionados con NPS son marcas registradas de Bain & Company, Inc., Satmetrix Systems, Inc., y Fred Reichheld. Net Promoter Score™ y Net Promoter System™ son marcas de servicio de Bain & Company, Inc., y Fred Reichheld.
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Two weeks ago, I visited the dealership to replace the front bumper on my IONIQ 5 due to minor damage. I paid the requested amount at that time. At no point was it explained what the payment covered, nor was I informed that installation was excluded. I was simply told that I would be contacted once the part arrived.
When I was eventually notified that the part was available, I scheduled an appointment for the replacement. Upon arrival, the service representative informed me that my “account rep” was not available and that he was merely helping out. This statement was misleading and irrelevant—there are no assigned account representatives, and regardless, the appointment details clearly outlined the required service.
Once inside, I was asked whether I had already paid for installation—something that had never been mentioned when I paid for the part or when the appointment was scheduled. I was then told that installation would cost an additional $300, which exceeds the cost of the part itself. At that point, I decided it was unreasonable to spend nearly $600 for minor damage and requested a refund.
The situation escalated further when the parts manager stated that a restocking fee would be charged and repeatedly insisted that I had been informed of this at the time of payment. That assertion is categorically false. If installation and restocking fees apply, this should be clearly stated—both verbally and in writing—at the time payment is collected.
The conduct at this dealership was disrespectful, dismissive, and unprofessional. This experience has seriously undermined my confidence in Hyundai’s dealership model. I already own a Tesla, and experiences like this make it increasingly likely that this will be my last Hyundai vehicle.
It is deeply frustrating to deal with service departments that lack transparency, accountability, and basic respect for long-term customers.