Unacceptable Service Experience – Hyundai Strydom Park

Unacceptable Service Experience – Hyundai Strydom Park

Just over a year and a half ago, I purchased my vehicle from your branch. The sales experience was excellent, and my family and I have remained loyal to Hyundai precisely because of the brand’s usual efficiency and customer care. However, I am extremely disappointed with the handling of my service plan at your dealership. Other Hyundai branches — as well as Toyota and Volkswagen — proactively send reminders and follow up with calls to ensure services are booked. At Strydom Park, however, I received no such communication. Instead, I was later informed that I had “missed” my service after driving 40min to the specific branch to find out what is happening and was merely offered a R450.05 discount.

This is not acceptable. My service plan is included in my monthly installment, and I should not have to pay for something that was mishandled due to the branch’s lack of communication. Passing blame onto a salesperson who has since left the company is not a valid excuse. When I raised this matter directly, the response I received was dismissive — being told to “take it further” rather than seeing any effort made to resolve the issue. As someone who also works in a customer service–driven industry, I know the importance of due diligence and accountability. The service I have experienced at this branch falls well below Hyundai’s usual standards and undermines the loyalty I and my family have shown to the brand.

I expect a proper resolution to this matter — not just an apology — as Hyundai should honor the service plan agreement in full without passing the cost of internal errors onto the customer.