Great Lakes Hyundai of Dublin Service Department — Local services in Columbus

Disappointed — and a lesson learned. I’ll accept responsibility where appropriate (noted below), but this experience highlights how the current warranty process can become a real catch-22 for customers.

My son’s certified pre-owned (CPO) vehicle began vibrating violently while driving. Since it’s still under warranty (~44,000 miles), I contacted this dealership. The service scheduler was professional and accommodating, getting us in quickly and confirming the vehicle’s warranty status. I also confirmed my 16-year-old could drop off the car on my behalf — my first mistake: not being there personally.

Upon arrival, my son spent about 15 minutes trying to locate anyone in the service area before finally receiving assistance. He was told the diagnostic would take about two hours (around 9:20 a.m.). The vehicle, however, wasn’t completed until 2:40 p.m. — and I only learned that after calling the service department myself. I fully understand that unforeseen delays happen, but my second mistake was assuming proactive communication would occur without follow-up.

When contacted, I was told the vehicle needed four new tires due to uneven wear, as well as alignment — my third mistake: not more thoroughly inspecting the tires when I purchased the car three months ago. I was quoted roughly $1,400 for the tires (a “buy three, get one free” promotion) and alignment, which I declined since these items are not covered under warranty.

I was then informed there was a $189 diagnostic fee, since the issue was deemed non-warranty. My fourth mistake was assuming my son and wife (who only came to pick him up) understood that such a charge would apply if the repair wasn’t covered.

Perhaps this is standard practice, but it leaves customers in a difficult position. How can one determine if an issue qualifies as a warranty repair without first authorizing a diagnostic — and risking a nearly $200 fee if it’s not? The choices seem to be: • Take the vehicle to a third-party shop, pay a fraction of the cost, and determine if it’s a warranty issue. • Bring it to the dealer and “hope” it qualifies under warranty. • Or become a self-taught mechanic or bring along a car-savvy friend.

In short: I appreciate the quick scheduling and polite staff, but the overall process — from unclear communication to the diagnostic policy — creates unnecessary frustration for customers genuinely trying to follow proper...

This service center literally could have killed me. There was definitely an angel with me that day! To Angie Lutz and Ken Robinson, you need to be in a line of work that does not allow you to be in a customer service role... Get a new job preferably where you are not in charge of any clients! I had my regular oil change done at 16000 miles and they talked me into cleaning and greasing the brake lines... did it.. and....After this i drove down to charleston SC and my brakes went to complete mush on me. I wasnt able to stop and had to pull off in the grass. Luckily i was no longer on the highway when it happened. Spent the entire day waiting to get towed and went to the dealership in the Charleston. This is where they informed me that whomever did your brakes didn't tighten anything anything and parts were loose and falling off.."It almost seemed like they were setting you up, I have no idea how you made it all the way down to charleston aline"... Me neither.. I live in Wilmington and couldnt get back for work in time and missed an entire 12 hour day of pay that they refused to pay me for. They paid for the new brakes and were so rude about the entire situation. AVOID THIS DEALERSHIP AND SERVICE CENTER THAT COMES WITH IT!! This is a brand new car and the brakes went out due to...

I had 2 Hyundai Sonatas (still have 1) and took them to the service dept at Dennis Hyundai at this location for many years. Today (Oct-2023) was my first time using the service dept after their major facility remodel and ownership change.

The service advisor on my case was not there when I picked up the car. Instead, the service advisor who processed my payment was irritated that I had declined some of their recommended services. They did not offer the vehicle status report that I used to get without asking. When I mentioned it, he printed only one page and when I asked about one of the findings, he would only say that I had declined the service (which I don't think was even true for the item in question).

I went to the Great Lakes Hyundai of Dublin website afterward and asked for a copy of the vehicle status report to be emailed to me. Whoever handled that message just referred it to a new car salesperson as a "new lead."

Seems like the personnel completely turned over with the ownership change. Location is convenient for anyone in NW Columbus, but it was very expensive and tried to sell me whatever service they could possibly justify rather than evaluate the condition of my actual car and advise accordingly. Unpleasant and...