Complaint Review: Humble Hyundai - Humble Texas

5/8/2024 Made a recall appointment for Elantra 2016 at Humble Hyundai for 5/21/2024 at 3:00pm and another recall appointment for an additional Elantra 2016 for 5/29/2024 at 8:00am.

Between May 8 and May 21, I received several emails reminding me of my scheduled appointment. The email included my VIN number, recall case number, as well as appointment date and time.

 5/21/24 arrived at Humble Hyundai for recall appointment.  Fifteen minutes later I was called to service desk and told that the recall service was not performed and that I would need to come back because the part needs to be ordered after the customer comes in, because they need to take a photo of the VIN and odometer.  I became irate and raised my voice, not only because I had lost time and money from work and that the dealership did not have the decency or courtesy to notify me that the part was unavailable prior to my 3:00 pm appointment, but that they then proceeded to deceive me in giving excuses that were obviously ridiculous but which they wanted to convince me that somehow these procedures are normal. [My sister had the same recall serviced in Austin and was not made to return for an additional appointment to have the part installed.] I argued that I had two vehicles that needed the recall serviced and that I could not miss four days of work to have the issue addressed.  I told them to cancel next weeks’ appointment because this was total BS and I was not going to be taking four days off work for a recall service; that this was ridiculous and completely dishonest. Vanessa Foreman, who stated she was the Service Manager was present and I asked her for the number to contact Corporate.  I told Ms. Foreman that she was very nice and polite.

Before leaving, I was given a 21-point inspection print out that my car REQUIRED IMMEDIATE ATTENTION to have brake flush 169.95; fuel injection cleaning service 179.95; engine coolant 159.95; transmission fluid change 331.37; and most incredibly, an alignment of 119.95 for tire damage and abnormal wear, total costing $1040.64. My 4 new tires were four-weeks old, and the alignment had been performed three weeks prior. This convinced me of the dishonesty and uncouth business practices of this service department. 

After getting home I read several complaints online that several persons were also given a similar 21-point inspection telling them that they also required immediate attention of the identical services I was told I needed.  Upon arriving home, I received an email from the service department warning me of my car’s needed critical services and to make an appointment. 

On 5/21/2024, I called North Freeway Hyundai’s recall line and requested an appointment at their service department.  I told them that I had run into problems at Humble Hyundai and that I wanted to make sure that the part was available for my appointment.  The man I spoke with was very polite and assuring that the part would be available for my service appointment.  I made an appointment for 5/29/2024 at 2:15pm.

5/21/2024 I called John Kay, Humble Hyundai General Manager, numerous times to discuss the problem. Mr. Kay was out of town. I also called Tim Shipe to discuss the problem.  Mr. Shipe sent a text message wanting to communicate via text.  I wrote back that the issue was too cumbersome to discuss via text and to please call me.  Mr. Shipe never called.  Finally, on 5/23/24, I spoke with Mr. Kay on the phone, who had returned from vacation. 

On 5/24/24 I was contacted by service department at Humble Hyundai to inform me that they had ordered two trunk latches for the recall of my two cars and that I could return to their service department to have the recall serviced. I told the service advisor that I already had an appointment at North Freeway Hyundai, a lot further for me, but that I had no intention of continuing to deal with Humble Hyundai. [Apparently the excuse that I needed to bring in my car before they could order the parts was not true given that I had never brought in my second car.]

Right after this call, John Kay called me and informed me that the problem had been resolved and that I could come back and get my service done.  I informed Mr. Kay that the issue had not been resolved, as this did not rectify the work pay and time I had needlessly lost by the service department not doing their jobs on 5/21/2024.  Mr. Kay never apologized and showed surprise that I was not satisfied with his solution. Mr. Kay asked what I wanted him to do. I explained that I am a contractor and that the time I lost from work to have my appointment honored was a total lack of consideration and mismanagement.  Mr. Kay proceeded to tell me that I needed to “get over it and move on”. After the call, I wrote Mr. Kay a follow-up email to which he never responded.

5/29/2024, I arrived at North Freeway Hyundai at 2:15 pm and was notified that I had been put on a PERMANENT DO NOT SERVICE LIST at Humble Hyundai, North Freeway Hyundai and Baytown Hyundai by John Kay and Tim Shipe. Before leaving the lot, I notified Corporate HQ and attempted to contact Mr. Paul Peebles, for which I left messages.  On the way home I was contacted by Mr. Shipe, who continued to try to convince me that the parts are VIN specific and cannot be ordered ahead of time. Mr. Shipe informed me that I had been placed on the DO NOT SERVICE LIST because I had become irate when I was at the Humble service department on the 21st and that he could not allow any customers to yell at his employees, this was simply not going to be tolerated and therefore I would never be serviced at Humble, North Freeway and Baytown service departments. Upon getting home, I sent Mr. Paul Peebles an email via the Baytown Chamber of Commerce website. Mr. Peebles never returned my calls or email.

On 5/29/2024, after reading many reviews, I came across several persons stating that the dealerships’ high ratings were gained, not by their true service and professionalism, but by pressuring customers to give straight high marks in exchange for free services.  Several persons reported that they gave an honest rating and when they went to ask for their promised offer, were told that because they did not give the dealership straight high marks, the dealership was not going to honor the offer.  I have come to realize that not only through my personal experience, but also others’ experiences, these three Hyundai dealerships owned by Paul Peebles, Humble, North Freeway and Baytown are dishonest and lack integrity and customer services.  This is a safety recall and one which these individuals are not addressing as required by federal regulations.