2020 Ford Explorer XLT 4WD

I had a positive experience at Crain Hyundai during my recent car service. The staff was courteous and professional, and the process was efficient. The waiting area was comfortable, and I appreciated the updates on my service. However, I was slightly disappointed that the car wash, which was previously included, is no longer offered. Nevertheless, I would still recommend Crain Hyundai for their excellent service.

We dropped off our vehicle early and told the guy at the counter it was an oil change and a recall fix…not to rotate the tires because we had just gotten four new ones and we didn’t need them rotated. To begin with, it had taken MONTHS to get the recall done because they couldn’t find the part. When I received the notice that the car was ready I noticed they had gotten it done in two hours, not the three they told us it would take. When we got to Crain to pick up the car we were informed that the oil change had not been done. The tech was apologetic and said he would make it right by having it done right then. We elected to have it done but to pick up the car the next day. His name was Mike and he was awesome. But, this seems to be a pattern with Crain…they don’t return calls even when they say they will, they “lose” things and then claim that we were emailed (we weren’t) and the job doesn’t always get done when they say it will. We purchased the extended oil changes. Maybe we shouldn’t have.

Mike (manager) has taken the time to go above and beyond to make sure the issue with my steering wheel on my Hyundai Sonata got taken care of. The waiting time without my car was only a few days. Unfortunately, in the past I've never had a good experience with the dealership and their customer service needs a lot of work, but Mike has made me believe that he is trying his best to make improvements. I appreciate when management actually listens to the customer and not brush them off. Mike did that and I was grateful for that.