Avoid
My experience with Clarks Hyundai, and in particular the General Manager, has been nothing short of appalling. What should have been an exciting vehicle purchase quickly became a stressful and frustrating ordeal that continues to this day.
I purchased a 2022 Hyundai Tucson in good faith, expecting a vehicle from a franchised main dealer to have been properly inspected and prepared. That confidence lasted only minutes. Around five minutes after leaving the forecourt, the engine management light came on. I immediately returned to the dealership seeking reassurance.
Amazingly, I was advised to continue my 200‑mile journey home and arrange diagnosis locally. Other suggestions included impractical round trips of over 400 miles. Given the fault appeared almost immediately, this was entirely unreasonable.
More concerning, I was specifically asked by Dominic not to tell my local Hyundai dealership that I had just purchased the vehicle. I found this highly inappropriate and it gave the impression the dealership was more interested in managing the situation than being transparent.
Three days later, the car required roadside recovery. The issue was diagnosed as an EGR fault and repaired under Hyundai warranty. Additional problems were also identified, including a seized fuel filler cap. While the dealership has focused on the fact the fault was repaired, this completely misses the point. A fault serious enough to trigger a warning light existed from the moment I took ownership, suggesting it was present at the point of sale and that the vehicle was rushed out.
Further concerns arose when the vehicle later failed its MOT due to a damaged tyre, which was replaced with a budget tyre rather than a premium brand to match the others.
Throughout, I acted reasonably—reporting issues immediately, allowing repairs, and engaging constructively. However, I was consistently left with the impression my concerns were dismissed rather than addressed.
After posting a negative review, I received calls from Dominic asking why I had done so and what would persuade me to remove it. I made a casual remark about a wheel and tyre package, which was agreed in exchange for removing the review. In hindsight, I regret doing so.
I escalated the matter to the Divisional Manager, hoping for a fair and impartial review, but was met with a similarly dismissive attitude.
I was offered the option to exchange the vehicle, but only at £17,000—despite paying £18,799 just over a month earlier. Expecting me to absorb a loss of around £1,800 for a fault present from day one is unacceptable. Meanwhile, the dealership would regain a now-repaired vehicle likely to be sold again at a higher price.
As a result of these issues, I have completely lost confidence in both the vehicle and the dealership. The handling of this situation raises serious concerns about vehicle preparation standards and customer care.
Perhaps most tellingly, at no point during this entire process has the dealership apologised.
I was also surprised to find that Clarks Hyundai does not appear to be a member of The Motor Ombudsman. Given the difficulties I have faced, this is concerning and may explain the lack of accountability.
What should have been an enjoyable purchase has instead become weeks of stress, frustration, and disappointment. Based on my experience, I would not recommend this dealership and would strongly advise others to think carefully before placing their trust in them.
Risposta di Clarks Hyundai
Thank you for your feedback, Marek.
We are naturally disappointed to read this review and do not believe it presents a balanced reflection of the events that have taken place.
When the engine management light illuminated shortly after collection, you returned to the dealership and the matter was discussed with you immediately. At that stage, you were offered the opportunity for the vehicle to remain with us for further investigation. Following assessment, you elected to continue your journey and take the vehicle home.
When the concern subsequently reoccurred, we acted promptly to support you by arranging alternative transport and facilitating diagnosis and repair through the Hyundai network. The EGR-related fault was identified and repaired under Hyundai's manufacturer warranty within days of the issue being reported.
Throughout this matter, we have remained in regular contact with you, reviewed your concerns at dealership and divisional level, and considered all correspondence received. We have also offered practical solutions in an effort to resolve matters amicably.
Whilst we appreciate that any fault shortly after purchase is frustrating, particularly on a vehicle that has only recently been collected, we do not agree with a number of statements made within your review, including suggestions that your concerns have been ignored or that the dealership has failed to assist. The extensive correspondence between ourselves demonstrates that your concerns have been taken seriously and investigated thoroughly.
As this matter remains subject to an ongoing dispute, it would be inappropriate for us to discuss further details publicly. However, we remain willing to engage constructively and review any new technical evidence should it become available.
We are sorry that your experience has not met your expectations and thank you for your feedback.
