Norm Reeves Hyundai Irving — Local services in Irving

Update 3: Will be taking my car elsewhere for service going forward even if it's free here and I have to pay somewhere else. Took my car in 2 months ago for a grinding noise in the steering column. They told me they would order a part and call me when it arrived to fix the issue. 2 months later, I call them since I hadn't heard back. Turns out the part arrived on November 20th (it is now December 23rd) and they forgot to call me. My car runs fine, so it's not a huge issue, it's just unprofessional. And not the first issue I've had here. They do try to make things right in situations like this, but I just wish they would do things right from the beginning. Sales was great with me, which makes this feel even worse.

Update2: I took my car back this last Saturday August 10th without an appointment to get the oil leak fixed and the recall taken care of. As soon as I drove in, David - who I believe is the service director - came out and apologized for my previous experience. He made sure my car was taken care of and followed up a few days later to make sure everything was done correctly on my last visit. I understand things can go wrong at times, but seeing how they didn't play it off and really went above and beyond to fix the mistakes, it says a lot about the service department.

Update: Changing my rating from 5 stars to 1 star due to the service dept. I took my car in for an oil change, an ECM update, and for a minor recall fix. I made an appointment a week in advance and they confirmed they would be performing those tasks. After over 2 hours of waiting, they told me they didn't have the part for the recall and they just ordered it so I would have to go back another day. Then when I got in my car to leave, the first message I get is that my washer fluid is low. They're supposed to top off all fluids during an oil change, but apparently they didn't even check them. Then to finish it off, my car has been leaking oil all over my garage, so I have to go back to get that taken care of. I don't know if they just had a bad day or if this has been going on for some time, but this kind of service is unacceptable. They did update the ECM, or at least I think they did. But everything else was just bad. It's too bad I leased my car at this dealership, so I have to take it there to get serviced unless I want to pay. But if it continues like this, then I'd rather pay and get better service elsewhere.**

Just like most dealerships, each experience can be very different from person to person. My experience ended up being pretty great. I found a car I wanted online and emailed the dealership. Within an hour I had a reply that the car was available. I told them a price I was comfortable paying, and was given quote just a few hundred dollars more than what I asked for, which made it very easy not going back and forth on the price. Once in the dealership, everyone was very friendly and as straight forward as a dealership can be. The whole process did take longer than I would have liked, but at the end I got the car I wanted at a competitive price. Extra points for even having a manual transmission car with the upgraded turbo motor, rather than just having a manual transmission on a base, entry level car. It was really the only dealership in DFW with such a car. I wish more dealers had manual transmission cars just to have more options. The best part was no unwanted options on the car that so many dealerships add at inflated prices that are pretty...

Over the last 30 days, I have brought my car in twice to Freeman Hyundai. Each time, I have had to contact them to find out if my car was done, but I have no complaints about the work completed.

The first time, I brought my Hyundai in for an alignment and their courtesy multi-point check. I let them know I was looking to have it checked over for any safety issues because I was getting the car ready to give to my teenage son. Larry was my service advisor. He made me feel like I was annoying him, he appeared irritated, and I walked away from that drop-off appointment with a very bad taste in my mouth. I was not contacted that day to pick up my car and it wasn't until I contacted the service center the next afternoon that I was told my alignment was completed the day before. I was also told that Larry emailed me the service technician recommendations. I received no such email, but, since Larry was not there that day, another person was nice enough to send it to me. The cashier and everyone else I spoke to that day was very nice, but Larry had made me so angry, I decided not to get anything else done at that time.

After taking my car to a local mechanic for some work, I decided to take my car back in to Freeman Hyundai for brake service and to look at a seatbelt issue. The price they quoted me previously for the brake service was far less than my local mechanic, so I decided to give them one more try. This time, Stephen was my service advisor. He was very friendly, I never felt like an inconvenience, and I also had an excellent interaction with a very kind service technician. Unfortunately, like before, I ended up having to contact the service center myself to find out my car was done and to get the quote for my seatbelt repair, but at least I got my car back the same day this time. When I picked up my car, the cashier was super friendly and Stephen was very nice to help me with a coupon I had for the brake service. Due to the price quote on the seatbelt repair, I decided not to do that, but I have an older car, so I was not surprised at the cost. The only problem I ended up having was that it took about 20 min to get my car out to me and they rinsed my car off without drying it, so the exterior detail and hand wax I just had done a few days before got ruined (just water spots and smears, but the interior detail was still perfect).

All in all, I have no complaints about the work they do, but there needs to be some improvement on their service, in certain areas at least. Also, be aware that it usually takes at least a week to get an appointment, so plan well in advance. I am not sure if I will ever have my son return here for future work, but I also will not say this is the worst experience I've had from a car maintenance perspective. Just be diligent and try to avoid Larry if you choose to take...

I had an appt set for 9/19 at 12:30 by Hyundai corporate for some warranty issue. I get to the Service center as I enter the receptionist never acknowledged me but looked dead at me twice before I moved closer and said Hello. She took my name to look for an appt and stopped to talk to some techs who were just standing around. When she comes back in to tell me there’s no appt set for my name she just points and says one of them can help you. Which was 2 guys already helping and talking to the same 2 dudes she was talking to who by the way weren’t customers. I tell Matthew the tech what’s going on and he writes the ticket up but states it may be a while. Sure so I opted to just uber home. Now at 4pm no answer as when my car will be serviced. I had corporate call as well and no one would answer the Service phone or emails. I called at 5pm which I was on hold for 25 min before Amanda came on and placed me back on hold for another 15 minutes about my vehicle. What was told to me was I didn’t have an appt so my car won’t be looked at today and because they are behind she couldn’t tell me when they would look at it. When I said Ma’am I’m without a car do you have a loaner her response was you can always go to Enterprise and Hyundai will reimburse you after all this is complete. I spoke with my case manager at Hyundai Finically and they ended up calling the Service center on 9/20, because I missed work and my child missed school to try and get a timeframe and to see why they claim I didn’t have an appt. Amanda tells her well we had a new system and so tons of appt are behind. Her car won’t be looked at until next week. Excuse me? When corporate asked about a loaner she was told that Service doesn’t give loaners out for warranty issues, it’s the customers responsibility. Wow that’s real customer service for you. So she asked them to return my vehicle I’ll take it elsewhere within the hour. Which I came 1 hour later. I go to pickup my car and I ask where is my car. Now nobody knows as I hit the panic button they are all looking around. My car was in the back with all the collision cars just sitting. Seriously? This place is a literal joke. No accountability at all. You need loaners if you’re keeping people’s cars more than 4 hours. That’s ridiculous especially since you knew when I dropped it off you couldn’t even look at it till next week. First off the level of non accountability from this Service center definitely is beyond me. The level of service is horrible by all standards. I will never return to this location nor purchase any...