Tuttle Click Hyundai has been serving Southern California with excellence for over 70 years! We are located in Irvine, CA just off Interstate 5 near the 405 split. Call us today or visit our website to schedule your next appointment! Tuttle Click Hyundai has been serving Southern California with excellence for over 70 years! We are located in Irvine, CA just off Interstate 5 near the 405 split. Call us today or visit our website to schedule your next appointment!
I genuinely don't know why I keep giving Tuttle-Click Hyundai of Irvine's service department another chance. Almost every experience I've had here has been negative, and unfortunately, this latest experience was no different.
I am currently on my FOURTH Hyundai purchased from this dealership: two Santa Fes, a 2023 Palisade Calligraphy, and now a 2026 Palisade Calligraphy. Our previous service experiences were so consistently disappointing that we eventually started taking one of our vehicles to an independent mechanic.
When purchasing my 2026 Palisade, I specifically mentioned our terrible experiences with the service department. We were assured that Tuttle-Click was under new management and things had improved. My first oil change went great, so I was hopeful.
Unfortunately, that didn't last.
After my check engine light came on, went off, and returned, my husband scheduled a service appointment. I dropped my vehicle off on October 13 and was told diagnostics could take 2–3 days, although they would try to have answers the next day. Completely understandable. No problem.
What WASN'T explained was that my vehicle could sit there for an extended period before anyone even STARTED diagnostics.
When we checked in the following day, we received a text saying my car was "next in line" for diagnostics.
**Then what exactly was the purpose of making an appointment?**
There is a significant difference between being told diagnostics could take 2–3 days and finding out nearly a day and a half later that diagnostics hadn't even begun. At no point during scheduling or drop-off was that distinction communicated. We would have appreciated knowing the anticipated delay so we could make informed arrangements.
My husband and I both work, have two children at different schools, and juggle sports practices and other responsibilities. I had borrowed my mother's car to accommodate this appointment. Had we known the vehicle wouldn't be evaluated right away, we would have gladly arranged to bring it in when they were actually ready to work on it.
When my husband called for clarification, he repeatedly received explanations about how long diagnostics take rather than an answer to our actual question. He did mention that plugging in a diagnostic computer and running an initial scan shouldn't necessarily take long, while identifying the underlying issue and completing repairs could understandably take more time. We recognize that a complete diagnosis involves more than simply reading a code.
My husband felt Kyle's responses were condescending and dismissive, particularly because his actual question was never directly answered. He even acknowledged that the scheduling situation wasn't necessarily Kyle's fault. We simply wanted to understand why our vehicle was still waiting to be evaluated despite having an appointment.
When my husband formally requested to speak with a manager, he was placed on a brief hold. Rather than being connected to the manager, Kyle returned to the phone and explained that Jesus, the service manager, was unavailable. Kyle then stated that they would make an exception and offer us a rental vehicle, since providing loaner vehicles was not their usual practice.
While we appreciated the offer, it did not address our actual concern. We weren't asking for special treatment or exceptions. We simply wanted a clear explanation of why our vehicle was still waiting for diagnostics despite having a scheduled appointment.
At that point, I decided to pick up my vehicle and take it to another Hyundai service center.
**What happened next was particularly disappointing.**
When I picked up my car, the service paperwork stated:
"NO WORK PERFORMED. CUSTOMER DEMANDED TO TAKE VEHICLE"
And later:
"CUSTOMER DECLINED ANY FURTHER WORK AND DEMANDED TO TAKE VEHICLE."
**DEMANDED?**
We called and asked that our vehicle be made available for pickup because we had decided to take it to another Hyundai service center. We were not confrontational, and describing our request as a "demand" is not an accurate representation of the interaction.
The paperwork also included:
"EXPLAINED THAT DIAGNOSIS INVOLVES MORE THAN 'PLUGGING IN THE COMPUTER'."
Yes, my husband referenced the diagnostic computer, but this comment, without the context of his actual question, felt defensive and condescending. The service notes read more like an attempt to portray us as difficult customers than an objective record of what happened.
Jesus eventually called my husband but continued emphasizing how long diagnostics take rather than addressing why we hadn't been told the vehicle might sit waiting to be evaluated.
**WE UNDERSTAND DIAGNOSTICS TAKE TIME. That was never our complaint.**
We were perfectly willing to wait the estimated 2–3 days if the diagnostic process was underway. Our frustration was discovering that our vehicle was still waiting to be evaluated nearly a day and a half after drop-off, without having been informed that this was a possibility.
Our complaint was the lack of communication, the dismissive responses to reasonable questions, and the unprofessional documentation afterward.
What makes this especially disappointing is that I genuinely LOVE my Hyundai vehicles. In fact, I spoke so highly of my new Palisade that both my mother and sister recently purchased 2026 Santa Fes. That's THREE new Hyundais in our family this year alone!
Unfortunately, I've already advised them not to use this service department.
After four vehicles purchased from this dealership and years of disappointing service experiences, I'm done giving Tuttle-Click Hyundai of Irvine's service department more chances.
An appointment should mean something. Customers deserve clear communication, accurate documentation, and respectful treatment.
**I love Hyundai vehicles. I just wish the service department at Tuttle-Click Hyundai of Irvine reflected the same quality.**
If I could give negative stars, I would.