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September 2024 by Nicole Tolentino
Disappointing Experience with Rude and Condescending Staff
Today I visited Koons Woodbridge Hyundai’s service department and was extremely disappointed with the level of customer service I received. The staff member I interacted with was not only unhelpful but downright rude and condescending throughout the entire process.
I had booked an appointment to have my broken sunroof repaired under warranty. However, I was informed that my appointment wouldn’t be honored, and they would only help me with a recall item on my car. When I asked why, the service rep said I could leave my car for "a few weeks," but there was no guarantee it would be serviced due to their backlog of issues. He informed me he has heard of cars sitting for weeks on a lot waiting for a diagnostic tech to even look at the car, before they could begin repairs or order parts. As a full time working mother of three children, with full schedules I cannot be without my car for weeks with no planned completion date. I was informed I could pay for a loaner vehicle if I needed to, why would I pay for a loaner car when the issue with the vehicle is not something I am at fault for?
To make matters worse, the service rep dismissed my frustration by saying that the person who booked my appointment was "just an appointment booker" whose job is to "get customers in the door with big promises." He went on to say that his job was to be "the fine print" and provide "the real information." He even continued with several offensive analogies, belittling my concerns instead of offering solutions or showing any kind of empathy.
I left the dealership in tears, with no choice but to leave my car to be serviced for the recall items. This is by far the most upsetting and disrespectful experience I’ve ever had at a dealership. I expected far better customer service and professionalism.
I strongly urge others to be cautious when dealing with this service department. If you expect your appointment to be honored or to be treated with respect, you may want to look elsewhere. I'm still currently waiting for a response on the status of my car. Truly hoping for a better experience at pick-up but I suspect this team of people do not care about their customers unless they plan to buy a new vehicle from them.
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September 2024 by Laura Naomi
I worked with Nizaire who was very helpful! Got a great deal on a new Hyundai Elantra.
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September 2024 by Tyanna Boyette
2nd time purchasing a vehicle from them. Kelvin in sales and Alex in the business office got me in and out in about 2 hours with a pretty good deal.
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September 2024 by imran iqbal
Fahim was very helpful, courteous and very polite. It was a pleasant experience to buy a car.
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September 2024 by Destiny V
It was my first time purchasing my first new car. Nizaire was very helpful & professional. He helped me understand any questions I had. 10/10 highly recommended. Thank you again KOONS!!
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September 2024 by John Wahlquist
Daniel was very professional and helpful in all aspects of the process of helping us find a vehicle that meets our needs. Please reward him with an appropriate bonus and give him more responsibility on your sales team.
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September 2024 by MOHAMMAD IQBAL
Hi this is Aamir we bought a car from you your sales person subhan Fahim helped us very great happy he helped us great positive attitude
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August 2024 by Amilcargio Hern
Service department !! Worst customer service cero education “ Mr General Manager were those employees been hired? They need back to school no respect to customers, my aptm was schedule 9:30 am one week ahead!!for a recall ,2:30 pm and my car even not touch it ?? Front desk people say, my car was not priority for them thats way!!. Koons we do not deserve this type of conduct.
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August 2024 by Paul Simmons
So it seems the great service only extends to the customer when you are purchasing a vehicle because the service center is horrible. Why would you let me set up an appointment for service and wait until we bring the vehicle in to let me know you don't have the part? Now I have to wait for it to come in and schedule another appointment. Not to mention, the people who wait on you don't pay attention and are half-hearted in their efforts to connect on any level with the customer.
It's unfortunate that there is only one rate scale because Kevin, Kelly, and Shaw are all 5 stars in my book. Kevin was extremely patient, understanding, and thorough in his approach to selling. No high pressures with him. Kelly was such fun for my wife and I to talk to. She is a hard worker, no BS and is an honest finance manager. Shaw the floor manager was soo helpful and informative. What a huge American success story he is. The head manager who met us where we wanted to be with the numbers was good as well, even if he's an Alabama grad/fan. Avoid at all cost the used car salesman guy who will talk your ear off, promise together you with the numbers with a wink and then not do crap. Horrible. And what's with charging a grand for outer body protection and not putting the sticker to prove I had it on the car and then tell me they didn't even have them. Come on man....you had 1 job! We do love our new Palisade, though.
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August 2024 by Matt Kogan
Dedin was very helpful!
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August 2024 by Jm Gutierrez
After a year and a half of saving up for a new car in this economy I finally had enough to purchase a new car. Looked on the market for about 3 weeks and became interested in the Hyundai sedans cause the newer models just look so sleek. Instead of setting up a scheduled visit I decided to do a walk in at koons to browse on my own and at first I had found a silver Hyundai Sonata that I really liked but wasn't sure if it was the one. Spoke to a salesman by the name of jhoseph about it and I told him about my interest of the sleek looks on the Hyundai sedans and without missing a beat this man goes to the back where they were detailing the car and grabs a wet all black 2022 Hyundai Elantra SEL and it was the one for me. Color perfect, seating perfect, style perfect, and more. We went inside worked on some numbers with 12k down and next thing I knew I'm walking thru my complex parking area and couldn't help but look back at it in her new parking spot at home. Couldn't be more thankful for the sales team that helped make the buying process so quick and simple, def plan on returning back some day in the future when looking to buy my next new car ?.
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August 2024 by Carl DeSpiegelaere
Easy purchase!
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August 2024 by Yushaw Rashad
An amazing working staff, very friendly and kind.
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August 2024 by Jiri Bohac
Abraham, Anthony and Stewart all went above and beyond to accommodate our needs. He was very knowledgeable just about everything we had question. And ensured we left with the car we wanted. His experience and interpersonal skills made our first car leasing experience with Hyundai beyond our expectations and we will recommend it to others. Everyone at Koons made our experience amazing. Thank you.
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August 2024 by Sibel Karabulut
The only reason i’m giving this dealer a 5 star is because of Abe. He was very knowledgeable when it came to all of my questions. He went above and beyond responding to text even after hours. It was a pleasure working with him and I would highly recommend him. Thanks again, Abe! However, the sales manager was rude and did not seem to care to sell the car with the comments he made. However , I was reached out trying to make things right !!
