The service department at Lester Glenn Hyundai on Rt. 37 on Toms River, NJ has not lived up to their claim of being "best in service". My husband and I just purchased a 2007 Hyundai Vera Cruz. We absolutely love the car and the experience we had with the sales man wasn't as uncomfortable and unpleasant as most dealerships however, we have had nothing but problems with the service department for the past 2 months and keep in mind we have only had the car for 3 months!!
The stickey stuff on the back outside window trimming was never taken off upon purchase. In fact, the car was not even detailed, upon purchase. We drove home a brand new car that was not even cleaned properly. It was apparently getting "too late" for the service dept. to "properly detail" the car, so we were told that when we received the call that our plates were in, to drop off the car and they would give us a proper detail and free full tank of gas. We were happy with that compromise. Once the plates were in...at that point we had realized that the alignment was off and we had not received an antennea. Upon dropping the car off I told the service department about antennea and alignment and handed them my "we owe" receipt stating I was owed a detail and tank of gas. I left with my free rental and was hopeful. I was then called shortly after and told that I would have to leave the car over night. Fine...Go to get the car the next day and absolutely NOTHING was done. NO antennea, NO DETAIL, alignment STILL off. We then had it out with the service rep until the manager of the service department came out and was very apologetic. SHe stated that the window trimming had to be replaced and was apologetic that the car was not detailed. I was told the parts would be ordered and I would be called.
Fast forward 1 MONTH..still no phone call. I called them and they said that the parts were in and that it appeared I already had an appt. Neither my husband nor myself made an appt. , but I agreed to keep the one that was made...which was for this morning. I dropped the car off FIRST THING this morning and told the service rep that I was owed a FULL detail and the alignment was STILL off and that the window trim was being replaced. Left with rental. Now it is 5:30 in the EVENING and I have JUST NOW received a call stating that the parts were not in and they would have to be ORDERED! Imagine my surprise and frustration when I was told the parts were in and that I had an appt. already. The service rep. informed me that I will have to leave my car there ALL WEEK in order to wait for the parts to come in. He also informed me that the alignment was checked and "nothing is wrong with it." This is wrong because I should not have to forcefully pull the steering wheel to the right to compensate for the pulling..everytime I am driving this NEW car! I told him this and he said they would have "someone else check it out again".
Let's just say that when we are called in a WEEK to go get our NEW car, if everything is not completely rectified, we will be making a FORMAL complaint and calling the president of the company.
I am not one to complain, but I really think that after spending nearly 26 thousand dollars on a NEW CAR, I should NOT have these kind of problems already. We should have walked out with a SHINY, CLEAN, fully functioning, BRAND NEW CAR. WE are extrememly disappointed, but yet still hopeful that everything will be taken care of this week.
On August 2, 2005, my husband and I bought a 2004 Hyundai Sonata GL. On November 3, 2005, I went to my regular auto repair shop, OTA in Lanoka Harbor as I had a nail in one of the tires that needed to be repaired. They had to put the car up on a lift to repair it because they could not get the "locking" lug nuts off the wheel, which I did not realize that they were. On November 4, 2005, I contacted Lester Glenn to ask them for the lock, which they could not provide, but told me that they were replacing the locking lug nuts with a regular one.
On April 6, 2007, I went to OTA to get the oil changed, brakes checked and tires rotated. My mechanic found that Lester Glenn had only replaced one of the locking lug nuts and all of the 20 lug nuts were the wrong size, including the one initially replaced by Lester Glenn. It goes without saying, I hope, that if I ever got a flat tire and needed to change it, I would not have been able to without a great deal of frustration. OTA took hours to take the incorrect size lug nuts off and ruined their lug wrench doing so!! OTA, whom I trust, replaced the lug nuts with the correct size and sold me a new lug wrench (since I had the old one which was the wrong size now).
When I tried to contact Lester Glenn about the situation, I spoke to Zina, the Customer Service representative, who was very much on the defensive and wanted to see receipts for the job OTA had done, so I called my mechanic, Jeff, of OTA, who is also the owner of his business and he graciously agreed to FAX the bill to Lester Glenn. He also offered to call Zina and speak to her about it and explain the problem to her. When I later asked him how the phone call went, he was stunned and said that they got into a screaming match and subsequently told him that he didn't have the right equipment and that's why he couldn't get the lug nuts off.
I decided to take my complaint to the President of Lester Glenn, Stan Kraushaar. After I finally reached him and explained the situation briefly, he said he would have to speak to Zina and would get back to me. We played phone tag for a few weeks and Zina phoned and left a message that she "picked up a message from Stan," and that she "didn't know which Stan it was" but she was returning my call. So I called Stan Kraushaar again, but this time he seemed annoyed and wondered why Zina hadn't called me "because she was supposed to." I told him that she had and that I thought she had picked up his message from me by mistake so I was calling him.
The gist of what was said was he told me they could not even find that the car was sold to me in their records. He also stated that the car was three years ago sold to me and what did I expect them to do about it three years down the road. (It hasn't even been two years yet!) Furthermore, why didn't I give them a chance to right the wrong before letting another mechanic shop fix it. I explained that I did give them a chance, but at this point he really wasn't listening, as he said the only reason he was letting me talk was that he didn't intend to be impolite. He stated that he felt his dealership had no responsibility towards my car or my problem. I informed him in that case I was going to relay my displeasure with the Better Business Bureau, the Consumer Affairs and Asbury Park Press Troubleshooter, to which he said, "You certainly have every right to do what you feel you have to."
Lester Glenn Buick-Pontiac-GMC
230 Route 37 East
Toms River, NJ 08753