Service Department's Reviews

4.5

(1,784 Reviews)

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Recent Reviews

ALLAN N.

Woodland Hills, CA

01/13/2024

Category: Service

Things wet right

I called Westlake Hyundai this morning about the recall for the ignition on my 2017 Sonata.
I was advised that they'd call me back...which happened a half hour later ..they wanted to know when would I like to bring it in ...I repled today (Saturday).. they said fine.. a half hour later I
parked the car at Westside Hyundai and 1 hour an 40 minutes later I drove my clean washed repaired Sonata home. Great professional service. thank you!

Steve N.

Oak Park, CA

07/29/2023

Category: Service

I have never had a more disappointing and disheartening experience with a car dealership

I have never had a more disappointing and disheartening experience with a car dealership. My Santa Fe Hyundai engine failed on July 16th with my wife and children in the car. The car completely broke down and shut off. I had the car towed to a AAA-affirmed repair place that I've trusted for 20+ years and they confirmed it was the car's engine failure. I later discovered that Hyundai has significant problems with engines for my particular car's make and model to the extent that they were involved in a class action lawsuit where Hyundai had to issue 3.1 billion dollars to cover 2.1 million vehicles (Google it).

I had my car towed to Westlake Hyundai on July 18th. When I arrived at the service department, the two representatives began arguing back and forth between their office walls about who was going to have to oversee the car's repair process. They stated, "No, you have to take this one. I took the last walk-in". (They were unaware that I was in the waiting area and could hear this conversation).

The service representative who is overseeing the repair stated that before authorizing the engine repair the dealership would have to confirm that I was not liable and that the car falls under warranty. This is very reasonable and I totally understand why they would have to verify this (i.e. - I could have potentially missed an oil change, etc.). With that said, the car does fall under the 150,000 mile warranty, I take good care of the vehicle with having the oil changed every 4,000 miles, and the vehicle has never been in a car accident. They stated they would have the car checked and confirm the warranty by July 21st. At that point, they would then begin repair on the engine.

July 21st arrived and I did not receive a call from the dealership. I called them myself that afternoon and they said they were unable to take my call but would return my call by the end of the day. I called them back again later that evening because they had not returned my call and I was able to get ahold of the service representative. The individual stated that they had not had a chance to look at my car...It had been sitting on their lot for four days and they hadn't even touched it. Even worse, they stated that they wouldn't be able to look at it until July 24th. Throughout the phone call, the individual was very dismissive and did not provide any consideration for the inconvenience this caused their customer and their customer's family.

July 24th arrives, eight days after I dropped the vehicle off for them to do a simple diagnostic test, and I still have not received a call from the dealership. I had been without a car for eight days, with no offer of a rental car or loaner vehicle.

After having to contact the corporate office, I finally received a call from the dealership on July 27th. After 11 days of my car sitting on the lot, this was clearly the first time they've looked at it. My hope was that the phone call was to tell me they've looked at the vehicle, it's under warranty, they can now provide me with a new engine, and provide a rental car while the vehicle is being repaired.

Unbelievably, the phone call was actually to tell me that they lost my car key and therefore were unable to confirm the mileage on the vehicle! I felt like I was being pranked, but unfortunately, this was actually what happened. Even worse, the service representative's first inclination was to blame the tow truck driver. They stated, "maybe the tow truck driver took it with him". I was in shock. (I 100% remember their employee taking the key from the car which I confirmed with the tow truck driver he left in the car).

I then asked the service representative, "what are the next steps if you can't find the key"? They were unable to answer and needed to check with their management.

As of this writing, I still have not heard a response. I've been without a car for twelve days. The car has been sitting on the dealership lot for 12 days, without any repairs being done nor any offer of a rental or loaner vehicle.

Do not buy a car from this dealership. Do not go here. Ever.

Kathy J.

Thousand Oaks, CA

11/21/2022

Category: Service

Was not as good as our previous service visits

Sat down with a lady in her office prior to our service, very insensitive to a mental health issue with a family member which embarrassed that person. I gave a different number to phone than on file when the car was ready as that person was in a meeting, number was written down in front of us but the original number was called, we were waiting for call for over 2 hours, eventually I called just to be told "it's done". No problems with actual service just office staff.

We have always been very happy with the sales experience at Hyundai but disappointed with service quality last week.

Elizabeth P.

Calabasas, CA

09/02/2022

Category: Service

Poor service

After making an appt. 3 weeks ago, when I went in for a safety recall on my seatbelt, there was only one service technician, yet 7 other employees standing around in the service area. No one wanted to help except for the one very busy service technician. Finally when it was my turn, they did not have the safety recall item in stock to fix the problem and told me I would have to order it and they would call me when it came in.
Needless to say, I left and will never return to that service dept. My friend had warned me that he had had a bad experience also and that he found an independent to service her car.

Zach W.

Thousand Oaks, CA

05/12/2022

Category: Service

Maintenance was prolonged with no communication

I recently bought my third Hyundai Santa Fe and that experience was fantastic. This review is only about the service dept. Brought my car in on a monday and was told it would take 3,4 days at most. On Friday after leaving multiple messages all week long that were not retuned I was told it would be ready Monday. Heard nothing Monday. On Tuesday I reached out and was told it would be done Wednesday. Wednesday I reach out and am told it will be done by end of day and somebody will get back to me by end of day. I call again at 5:15 and they’re closed for the day. Thursday morning I get a call that the car is ready. To make things worse the rep didn’t know who I was every time I talked to him. Awful experience.

Verified Customer

Culver City, CA

2012 Hyundai Sonata

03/26/2022

Service Type: Maintenance

Verified Customer

Category: Service

Unusual business practices

Nothing to say when business practices are unrealistic to respond, too.

BRIAN D., Service Director from Westlake Hyundai responded on 03/28/2022 08:47 AM

Thank you for your feedback. I would love to talk to you about your vehicle, please call or email me anytime.

Brian Dooley
Service Director
(805) 719-4380
bdooley@ogaracoach.com

Verified Customer

Malibu, CA

2019 Hyundai Kona Ev

03/22/2022

Service Type: Repair

Verified Customer

Category: Service

Good dealership

I recently purchased the car from them preowned but was told there was an open recall that need to be completed which unfortunately took one week to complete till I could purchase the vehicle. I had to do some of my own foot work to find out what was going on but in the end they were on top of it and continuously updated me

LAMARR A F. from Westlake Hyundai responded on 03/22/2022 05:03 PM

Thank you for taking the time to fill out the survey, Debbie and our Hyundai service team
really appreciate your time, business, support, and score!
Thank you again, and please have an amazing day.

Simon M.

Simi Valley, CA

2022 Hyundai Tucson

03/20/2022

Service Type: Repair

Verified Customer

Category: Service

Love the service

Amazing

LAMARR A F. from Westlake Hyundai responded on 03/22/2022 05:02 PM

Thank you for taking the time to fill out the survey, Debbie and our Hyundai service team
really appreciate your time, business, support, and score!
Thank you again, and please have an amazing day.

Verified Customer

Simi Valley, CA

2017 Hyundai Elantra

03/02/2022

Service Type: Maintenance

Verified Customer

Category: Service

Acceptable Service within my area

The overall service is ok but there are a few things that need some improvement like appointment scheduling, communication with the customer, and area for waiting for service.

LAMARR A F. from Westlake Hyundai responded on 03/02/2022 08:25 AM

Thank you for taking the time to fill out the survey, Debbie and our Hyundai service team
really appreciate your time, business, support.
Thank you again.

Susan R.

Calabasas, CA

2017 Hyundai Sonata

03/01/2022

Service Type: Repair

Verified Customer

Category: Service

Hyundai of West Lake Villege

The manager Franklin Is an outstanding individual
Excellent customer service his knowledge, expertise, patient, calmness and eagerness to help are indeed a gift to this service center

LAMARR A F. from Westlake Hyundai responded on 03/02/2022 08:22 AM

Good Morning Mrs. Susan
Thank You for all your kind words, and support of the hyundai brand.
our manager tries hard everyday to go above and beyond, our clients.
thank you again very much, and please have a wonderful day.

Francisco D.

Simi Valley, CA

2019 Hyundai Sonata

02/27/2022

Service Type: Maintenance

Verified Customer

Category: Service

Awesome

This dealership kicks major ass.

LAMARR A F. from Westlake Hyundai responded on 03/02/2022 08:10 AM

Thank you for taking the time to fill out the survey, Joe and our Hyundai service team
really appreciate your time, business, support, and score!
Thank you again, and please have an amazing day.

Jeffrey E.

Simi Valley, CA

2016 Hyundai Santa Fe Sport

02/23/2022

Service Type: Repair

Verified Customer

Category: Service

Great customer service and technical service!

Debbie the service advisor and Guillermo the technician both did outstanding work!

LAMARR A F. from Westlake Hyundai responded on 02/24/2022 09:23 AM

Good morning Mr. Jeffrey
Thank you for taking the time to fill out the survey, Debbie and our Hyundai service team
really appreciate your time, business, support, and score!
Thank you again, and please have an amazing day

Catherine D.

Simi Valley, CA

2022 Hyundai Palisade

02/21/2022

Service Type: Repair

Verified Customer

Category: Service

Excellent service department

The service department is topnotch. Everyone is on top of everything. Quick and easy.

LAMARR A F. from Westlake Hyundai responded on 02/24/2022 09:12 AM

Thank you for taking the time to fill out the survey, Joe and our Hyundai service team
really appreciate your time, business, support, and score!
Thank you again, and please have an amazing day

Arash R.

2020 Hyundai Santa Fe

02/16/2022

Service Type: Repair

Verified Customer

Category: Service

Great and quality experience

Fantastic experience/ super friendly and polite people at westlake Hyundai

LAMARR A F. from Westlake Hyundai responded on 02/17/2022 09:36 AM

Good morning ARASH
Thank you for taking the time to fill out the survey, Debbie and our Hyundai service team
really appreciate your time, business, support, and score!
Thank you again, and please have an amazing day

Verified Customer

Woodland Hills, CA

2013 Hyundai Elantra Gt

02/14/2022

Service Type: Maintenance

Verified Customer

Category: Service

WESTLAKE HYUNDAI SERVICE

exceptional service and communication throughout the process by the entire staff

LAMARR A F. from Westlake Hyundai responded on 02/15/2022 04:23 PM

Thank you for taking the time to fill out the survey,JOE and our Hyundai service team
really appreciate your time, business, support, and score!
Thank you again, and please have an amazing day

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