Johnson Hyundai of Apex

I dealt with Wael throughout my purchase and found him to be very professional and I feel he went the extra mile to assist me in getting the details I needed to make my purchase. I would purchase any and all future vehicles from him and Johnson Hyundai.

I brought my 2024 Tucson in for an oil change. I had to book an appointment a month in advance - which was astounding to me in the first place. Regardless, I waited until my appointment and brought the car figuring I'd be there an hour tops. Three hours and plenty of complaining later I finally received my car back. Why have an appointment scheduling system if the appointments are absolutely meaningless? There is no possible way it took 3 hours to change my oil. This place - like many - just values their customers' time as worthless so they can be proudly inefficient and inconsiderate and then have their automated system pester you to write reviews. Well, here's my review.

I can safely say that my experience with the service department at Johnson Hyundai was the worst customer service experience I have ever had. I bought a 2023 Hyundai Palisade and one of the main factors in selecting it was the cars warranty. My troubles started in January 2024 when I brought it in for the 8000 mile check-up. When I brought the car in everything was fine. When I left the check-up, my car was leaking oil. I set up an appointment online and tried to call to expedite the appointment (because my car was leaking fluids) with no response. It took me 4 weeks to schedule a follow-up appointment to fix the problem and it turns out they had messed up the oil change and per their writing “vehicle had residual oil that was not cleaned up from previous service.” This should have been the first red flag to not bring my car back. I had to bring the car back on 06MAY24 because a rancid smell was coming from the defroster vents that was so bad my family could not be in the car. I brought the car in and they looked at it for three hours and could not figure it out. They gave me a quote for taking apart the dashboard and replacing the air filters and told me to check with insurance and schedule an appointment to bring it back in. I did what they said and tried to schedule an appointment, but the next online appointment was 28MAY24. I called to try and expedite the appointment as the smell was getting worse, but nobody responded. I finally was able to get a hold of someone by calling the sales desk and having them walk the phone down to the service department on 20MAY24. After having the car for two days and after calling to ask for any update if they found anything, I got no response. I had to drive in and physically walk into the area to get an update. They suspected the evaporator was moldy and needed to be replaced and mentioned a technical service bulletin was written on this defect. They said that they would have to keep the car for a week. Also, they were out of loaner cars and I was sixth on the waitlist for loaners. How does a car dealership run out of cars? The waitlist was essentially sticky notes on a computer. I had to physically stay there and ask them for loaner cars until I talked to the GM and finally they “found” a car they could convert into a loaner. After this point no amount of calling would I get an update on the car. I had to either go there in person or text the GM for him to walk down and contact the service desk. The original finish date they claimed for this was Thursday May 30. I eventually got the car after cleaning and QC inspection on June 5, 2024. I asked for a copy of the TSB for my insurance, and they said there wasn’t one and “who told you that?” When I got the car back, there were several new issues. The steering wheel buttons on the left side no longer worked and the windshield wiper fluid line was disconnected. We found out about the line because we were trying to take the kids to the beach and had to instead go to the dealership first with the kids and the car packed for the wiper line to get fixed. We had to bring the car back YET again for the steering wheel which had to be completely replaced. Apparently, there was a short circuit in the steering wheel that could have affected the air bag deployment, which is a major safety issue. After this repair, I inspected the vehicle thoroughly and found that the engine coolant was completely empty. After the dashboard repair, the engine coolant was not refilled. I was about to take this car with my wife and kids into Canada and if I did not see this, we could’ve broken down and overheated on the highway. The service department here is unresponsive, dismissive of customers, and disorganized to the point of creating safety issues for customers. I will never buy a Hyundai again and have mentioned this to anyone who will listen who is considering buying a Hyundai.

I purchased a Hyundai vehicle from Carvana and the issues were diagnosed as a factory recall. Paid to have it towed all the way to this dealership upon which contact went black for a month. I left multiple messages before calling corporate, and my call was finally returned by the dealership, only to tell me it wasn’t a recall and that my vehicle had been “lost.” They’re refusing to accommodate me at all despite being no-contact for a MONTH.

Great dealership and friendly staff. Definitely would tell people to buy from them. Not pushy either

Before this visit, I had nothing but amazing experiences with Johnson Hyundai of Cary. Customer service was top notch and even my buying experience was great. I was driving almost an hour just for the customer service because it was that great! Now for this experience… The location had moved without any out reach letting me know. My appointment address had been changed but I was not notified. Showed up at the Cary location and luckily there was a guy vacuuming a car out and gave me the new address. Showed up at new location and was not greeted with the same smile and hospitality. Felt like I had shown up at the morgue. I was the only customer there at the time. Seemed like a ghost town. I was told that they had recently moved and didn’t have computers yet. Why not call and let customers know? They couldn’t look any of my information up. I was on a list for paint to be repaired on my bumper for the white paint recall. I had received a call and called right back and never heard back. Asked if I was still on the list and they said they couldn’t check at the time. I had been having air pressure issues and asked if they would check the tire to be sure there were no leaks while they were rotating the tires. They agreed to look at it during the service. I was told it would be an hour and a half service. My friend always comes to my services and we go to brunch. We were not gone thirty minutes and I received a text that my car was ready. We returned and the guy said that they looked at it and it seemed to be holding pressure fine. I got in my car and I had kept the screen up for tire pressure as I had been keeping a close eye on that tire, only to find that they had not even added air to the tire. You would think if they balanced and rotated the tires that checking the air would be apart of that. I even drove away because I was thinking it would calibrate with driving. Nope! Tire had just been moved to the front. I called to complain several times and was put to a voicemail. It has been over a month and no one has contacted me. I had asked at the appointment about the paint repair from peeling and they said they took pictures and would send them for review and would be in touch and they have yet to contact me. It really upsets me because at the Cary location the staff was very personable and on top of everything. Seems like they lost or got rid of the whole staff and started new. Huge mistake! I’d take the small parking lot and great staff over a big parking lot and a staff that doesn’t care or greet you with a smile. In Cary someone met me at my car and knew me by name when I walked in. These people didn’t act like they knew I was coming and I had an appointment like always. They really need to have a meeting on customer service and maybe get the old folks to come train them because they were truly amazing. I don't know that I will drive an hour to go back after my last oil change when I can go to Sports Durst to get the same service and it’s right around the corner from me.

Worst experience ever in purchasing a car.I will never purchase a vehicle from this dealership.I bought a 2015 Hyundai Tucson in November 2022 I had the car less than 6 months and the engine went luckily the warranty covered it.Mind you I had taken the car back twice before they found out it was the engine.After that a few months later the coil and than on my way to radiation for cancer my headlights both low and high beam stopped working.And the air conditioner in this 100degree stops working and driving to pick my grandchildren up from school the mirror falls off.I will never ever purchase another car and just say buyer beware of used cars.I have to say Ryan the general manager has been great about taking my calls and helping out.I am now trying to find a affordable vehicle to continue with my cancer treatments.

Attentive and professional, no sleazy sales stuff, just helping you get the car you want at a good price.

This review is not a reflection of the individuals I noted below: Christine, the Service Writer, and Evan ???? who delivered my car to my house when I was told that my scheduled recall repair today could not be performed due to the lack of a simple fuse that was needed for the repair. Let me explain. My wife and I are proud owners of two Hyundai's which we bought new from Johnson Hyundai, then of Cary. We own a 2009 Vera Cruz and a 2013 Azera. These have both been truly exceptional vehicles. The Service Department at Johnson was exceptional from when we purchased these cars until approximately 2015. The Service Writers would greet us as we pulled up the service drive, take any notes and usher us to the waiting room. Work was performed in a reasonable time and our vehicle returned freshly washed and vacuumed. Now that's exceptional. In 2015, we could not schedule an emergency repair of the Vera Cruz AC. The service writer was overbooked for several weeks and suggested we take the car to the Chapel Hill Hyundai dealer. When I asked if he could intercede and make the appointment, he said they couldn't do that. Wow. Strike One. I did not return either vehicle to Johnson Cary for six years. In September 2021 as part of a "no cost" recall for the Vera Cruz to replace an oil gasket, I reluctantly scheduled this repair. When I delivered the car at the appointed time, I was told they didn't have the gasket I would have to reschedule. It was December before they could reschedule. During this "no cost" recall, the mechanic had to replace an idler pulley that was OK until he worked on it and I was charged $600. I was over a barrel. Strike Two. In May 2024, I again reluctantly scheduled a recall repair for my Azera to replace the ABS fuse, the failure of which could cause a short and potential an engine fire. The recall letter included a strong advisory to park my car away from any structures until the recall remedy had been completed. I could not schedule this work with Johnson of Apex (formerly of Cary) until today July 25, more than six weeks from the recall letter. The letter had explained that the repair should take less than an hour but could possibly take longer. When I arrived no one greeted me as I pulled into the service drop. Inside, with several writers standing around, no one offered to assist me. When a reception person finally walked into the desk area, she said Christine would help me when she got back to her desk. Five minutes later Christine introduced herself and explained that the garage was extremely busy and although I had a 10am confirmed appointment, it would be at least two hours before they could work on my car. I reminded her I made the appointment six weeks ago, she simply said the garage was unusually busy. She offered their shuttle bus if I needed a ride home but it would be about an hour before I could get that ride. I appreciated the offer and arranged for someone else for a ride home. Two hours later I got a text from Christine explaining that they didn't have the fuse required for the repair and would have to reschedule my work when that part came in. She offered that she would have someone deliver my car to my house to save me a trip to pick it up. Bravo, Christine, that was indeed an appreciated service. However, Johnson of Apex has some serious service issues to address. It is really incomprehensible to me how I could make a scheduled appointment for this recall and, once again after my Vera Cruz gasket experience, the simple part would not be on hand for less than a one hour repair. It is very disheartening to me, to say the least, that what was once a great service experience at Johnson has absolutely deteriorated for this customer. I'm sure that I will never return to Johnson of Apex and I'm also sure that my lack of patronage will not put them out of business. I would only hope that someone in charge of this service operation will read this and realize that they have a lot of work to do.

Never responded to my online availability inquiry. Kept getting emails from Cars.com about the car, but when I filled out the online form to ask about availability, I never heard back.