Automaker, Hyundai is overhauling service operations at its 861 US dealerships, following mounting customer complaints.
The company said the overhauling was aimed at fixing poor rankings in J.D. Power surveys, addresses capacity shortages and long wait times driven by warranty repairs, nationwide technician deficits, and a 36 percent sales increase since 2017.
Hyundai’s service departments have struggled to keep pace with the sheer volume of cars on the road and the specific challenges dragging down satisfaction.
Key drivers of the ongoing reboot include core issues driving the reboot, as well a warranty repair backlog involving tens of thousands of engine replacements and recalls, said to have cost Hyundai over $5 billion.
These time-consuming fixes can take a technician up to two days, severely restricting dealership service capacity and appointment availability.
Hyundai’s industry-leading 10-year/100,000- mile powertrain coverage means more vehicles stay in the dealership network for a longer time. Roughly 57 percent of the 9+ million Hyundais in operation are five years old or older.
Dealerships are struggling to hire and retain enough technicians to handle the influx of both routine maintenance and warranty claims. A review of customer feedback in 2025 showed that communication friction topped the list of complaints, appearing in 49 percent of negative reviews regarding dealership service departments.
Hyundai is actively pushing its dealerships to run service departments more efficiently to increase capacity. The brand is enforcing new training and coaching standards. The goal is to ensure consistency in how service advisors communicate with car owners, which directly influences overall customer satisfaction.
