I am beyond disappointed with the service I received at Universal Hyundai Orlando. Our Hyundai Santa Cruz has only 5,038 miles on it and is practically brand new. Around 11:30 a.m., the front driver's side caliper locked up while we were traveling. After a local mechanic confirmed no local dealerships, including Universal Hyundai Orlando, had the part, we were directed to Universal Hyundai Orlando because the caliper was under warranty and we could get a rental car while waiting for the part to arrive. When we arrived, we immediately explained our situation to Micheal in the service department. We told him we were traveling, over four hours from home with a 2-year-old, and on our way to Kansas for my grandmother's funeral. Given the circumstances, we expected clear communication and reasonable customer service. We were told they needed to confirm the issue was warranty-related and then would provide a rental vehicle. I again explained that the mechanic had already confirmed they did not have the part, so it should be a quick determination. We were told it would take a couple of hours and were even offered a Lyft so we could leave while they checked it out. We went to Gatorland and waited for a call or text. Three hours later, we still had not heard anything, so we returned to the dealership. At that point, we were told our vehicle was "next in line." Another hour passed with no update. I asked to speak with a manager because Micheal was clearly just placating us. That is when we were directed to Pablo V. He said he would look into the situation, but I watched him spend roughly 45 minutes walking around before eventually going outside. He never returned with an update. After nearly six hours of waiting, I went outside myself to ask if we could simply get a vehicle and leave. Pablo V. was outside speaking with Micheal and told us he was not even sure the vehicle would be looked at that day because we did not have an appointment. This was the first time anyone had mentioned that possibility. I reminded him that we had explained our situation when we arrived--that we were traveling to Kansas for my grandmother's funeral and had nowhere to go until we received a rental vehicle. His response was to laugh and tell me that rental cars could not be taken out of state. At that point, all I could think about was the six hours we had wasted waiting on information that could have been communicated much earlier. Had anyone been honest with us from the beginning, we could have secured our own rental car at 1:00 p.m. Instead, we sat there all day with no meaningful updates. After that interaction, I asked one of Pablo V.'s colleagues for his business card because I intended to include him in this review. About 30 minutes later, Pablo V. came over and asked why I wanted his card. When I explained my frustration, he told me he was sorry that I had "interpreted his actions wrongly," effectively blaming the customer instead of taking responsibility. What made the conversation even more frustrating was that he then informed me he was not even the manager of the service department and could not really help with the situation. Had I known that from the beginning, I could have gone directly to the appropriate person instead of wasting more time. We finally left Universal Hyundai Orlando at 8:00 p.m. in a rental car that we had to pay for ourselves. Vehicle problems happen, and I understand dealerships get busy. What I do not understand is the lack of communication, the wasted time, and the dismissive attitude we experienced from Pablo V. and the staff. A nearly brand-new Hyundai Santa Cruz with only 5,038 miles should not have experienced a caliper failure, and customers dealing with an unexpected breakdown while traveling to a family funeral deserve far better treatment. We lost over eight hours, are now a day behind schedule, and still left paying for our own rental car. This was one of the most frustrating customer service experience

I did not go for service but for a recall. Fidel was super good a setting the expectation of how long the process would take, 2 hours. I asked if a loaner car was an option, and he said no but quickly arranged for a lift to the Florida Mall. I was very grateful for that option

My truck was ready when promised and all work was done.

Great customer service. Andres is always keeping us informed.

Excellent customer service !!

Excellent very good... great job

Tires not rotated as I requested

Excellent service was provided by service advisor and service technician, would highly recommend.

This car purchase was by far the most pleasant and collegial one I have ever had!!

Everything went smoothly and fast

Great and fast appointment! And my issue also was fixed

The Best Service by Juan Rincon

Wow! What a GREAT experience at Universal Hyundai of Orlando! Texting with Laura was helpful in narrowing down dealerships. Laura connected us with the best Dealership Representative, Christian! Notice I didn’t say salesman. Christian listened to our needs, patiently allowed us to see several vehicles, take a test drive. Allowed us to make a solid, informed decision. We bought a vehicle with 0 pressure. Appreciate Hector was completely professional as we paid for the vehicle. Christian was very insightful and gave us great tips to help the process go smoothly through the bank and insurance. Thank you again Christian and Universal Hyundai of Orlando.

(Translated by Google) ⭐⭐⭐⭐⭐ Excellent experience at Universal Hyundai! Eddy Matos provided exceptional service from start to finish. He was very professional, honest, attentive, and always willing to help. He made the entire process easy and stress-free. I would definitely recommend Eddy to anyone looking to buy a vehicle. Thank you for the excellent service! ⭐⭐⭐⭐⭐ Excellent experience at Universal Hyundai! Eddy Matos provided outstanding customer service from start to finish. He was professional, knowledgeable, honest, and always willing to help. He made the entire process smooth and stress-free. I highly recommend Eddy to anyone looking to purchase a vehicle. Thank you for the excellent service! (Original) ⭐⭐⭐⭐⭐ Excelente experiencia en Universal Hyundai. Eddy Matos me brindó una atención excepcional de principio a fin. Muy profesional, honesto, atento y siempre dispuesto a ayudar. Hizo que todo el proceso fuera fácil y sin complicaciones. Sin duda, recomiendo a Eddy a cualquiera que esté buscando comprar un vehículo. ¡Gracias por el excelente servicio! ⭐⭐⭐⭐⭐ Excellent experience at Universal Hyundai! Eddy Matos provided outstanding customer service from start to finish. He was professional, knowledgeable, honest, and always willing to help. He made the entire process smooth and stress-free. I highly recommend Eddy to anyone looking to purchase a vehicle. Thank you for the excellent service!