Stephens Hyundai

We had the worst experience at Stephens Hyundai, with the service department. We dealt with Keith, the service rep, Kyle McCune, the service manager, and Mark, the general manager. The clutch on our 2002 Hyundai Elantra gave out at 32,000 miles. Kyle convinced me to have the car towed to their dealership, because he said he might be able to do something for us, under their much-vaunted bumper to bumper warranty (the car is still under warranty). We waited an entire week, during which we were alternately lied to, lectured, and then finally duped. Keith repeatedly told us the clutch broke because of our bad driving habits and because there was a "mouse nest" in it. Kyle, when pressed, admitted that there was no evidence that the clutch had been abused. He was surprised to hear about the "mouse nest," which he then explained was a technical term for "debris." Mark, the general manager, when I asked him, admitted that he had never heard the term either. At the very least, their communication skills are very poor. Throughout the entire week we had to call in and ask--never did we get information unprompted. When I asked to see the part, there was no debris visible--Kyle admitted that he didn't know why the clutch had given out so early. He said he would talk to the "factory representative" and get back to us. We never heard anything again. Days later, the receipt for the 900 USD repair arrived in the mail; no further comment. Mark, the General Manager, himself admitted that his staff had "failed" us and apologized, but didn't offer to make amends. When we called the national number, people with better-than-average-vocabularies made us feel important. But then they called us back to inform us that the arbitration process had been "resolved" and we had been turned down. No further recourse possible. Better call the Better Business Bureau, which we did. In response, Stephens sent a letter full of clumsy lies--the customer relations manager claimed to have a different recollection of a conversation during which he wasn't even present (as he admitted when I called him) and so forth. "We go the extra mile." Yeah, right. Meanwhile, we're encouraging others to stay away from this dealership, where customers are obviously not taken seriously. Oh, and the reason why we took the car in in the first place (difficulty with getting the car into reverse) has returned. Their mechanics don't seem to know what they're doing either. We took our complaint to the Better Business Bureau. Stephens's response was full of lies. Among other things, the customer service relations manager (who had never bothered to call us) claimed that his "recollection" was the manager had never apologized to us for his staff--and then admitted (when I confronted him) that he hadn't been present during the conversation. Lies all around. A disreputable company.