Service Department at Ken Garff Hyundai Southtowne

"Last Sunday, my 2023 Ioniq 6 suffered a severe tire sidewall blowout after hitting a pothole, a situation made worse by the fact that the vehicle comes without a spare tire, only a Tire Mobility Kit, which is ineffective in such cases. This incident occurred on a day when Ken Garff Hyundai’s Service Department in Sandy, Utah, was closed. After a frustrating experience with Hyundai’s Roadside Assistance and AAA, I managed to have my car towed to the dealership, where I left the keys in the after-hours service box. My search for a replacement tire at local shops was futile; none had the specific tire for the Ioniq 6 in stock. The dealership confirmed this predicament on Monday morning also stating the tire is not in stock anywhere in Utah, but promising the tire by Wednesday. However, my service representative informed me on Wednesday afternoon — dangerously close to my road trip scheduled for Thursday and after the deadline to cancel my hotel reservation without penalty — that the tire would not arrive until Thursday. This delay forced me to rent a car for $400 to avoid losing my hotel booking and stranding a friend of mine flying into Las Vegas, in addition to the nearly $450 cost for the new tire. The lack of readiness to support their flagship model customers is disheartening. Ken Garff Hyundai excels at selling high-end vehicles but falls remarkably short in providing the necessary after-sales support. This experience has left me feeling utterly neglected and significantly out of pocket. If giving zero stars were an option, I would readily do so."

"Service department doesn’t answer the phone. Simple as that. I understand you’re busy but that’s not an excuse for never answering the phone. Your call is forwarded to a call center but not the actual service department at the physical location and that’s who I want to talk to. It used to be that you could show up early in the morning without an appointment (for an oils change and tire rotation) and leave the car all day and they would take care of it (I don’t mind that). Now they will turn you away because they are too busy for walk-ins. You need to schedule a week or two in advance and that doesn’t work for me. They have always taken care of my cars well and even though they have made minor mistakes, they have always fixed it/repaired the issue. I think that is worth its weight in gold since we are not perfect as humans but at the end of the day the low review is because the customer service could be better. Answer the phone, accept walk ins for quick services especially if they are willing to leave the car all day and showed up early in the morning. I now drive 15 minutes further for a different shop that accepts walk ins."

"Added a bunch of extra payments on top of the service which they didn’t tell me beforehand. Dropped off the car with a agreed price came back and they refused to let me pay or take my car unless I paid for the extra stuff as well."

"Justin is my service writer and he made made an appt for a 90K service on my Santa Fe. When I dropped it off early this morning, only Nick was working and he stepped right up and got me checked in quickly and efficiently. Due to personal circumstances, I had an irregular request and Nick said he would see what he could do to accommodate my needs. A few minutes later, Jacob Skuba, the assistant service manager, found me in the waiting room and explained what they could do and it was the perfect solution. I picked my car up later this afternoon and everything was ready to go. Just a matter of signing a couple of documents, paying and out the door. I appreciated the manner in which I was treated and the thoughtful responses to my needs. I realize any business cannot hit a home run for every customer every day, but today, Ken Garff Southtowne certainly did so for me. Thank you!"

"I’m not one to leave bad reviews unless it’s been earned. First & foremost, getting ahold of anyone here is next to impossible. The customer service is terrible. No one in the department communicates or seems to know what is going on. Also, I have been taking my car here for the same issue for 3 years. It’s getting worse & worse each time I go. The only reason I keep going back is because the issues can only be resolved through the dealer & it’s the closest one to me. And I guess I keep hoping they improve but haven’t. I’ve even spoken with the assistant supervisor to no avail a time or two as well. This time I spoke with the actual supervisor who seemed to be understanding & that they’ll finally take care of the issues. We’ll see as they still have it 5 days later & I still don’t know when it will be completed. Recently, I had an anti theft recall on my car that I was informed was completed. As I dropped it off again, I was informed there was a note that it wasn’t completed as the website was down. This is fraudulent & unsafe to tell people that services are completed when they aren’t. The engine issue I have been going in for 3 years for has gotten worse & almost got me in a severe accident on the freeway as the engine would not accelerate. I will never own a Hyundai again & will go to another dealer servicer from here forward for the duration I own this one."