Arapahoe Hyundai

Arapahoe Hyundai responded

We thank you for leaving your review with our team. We regret to hear about the experience that you had. I would like to speak with you further about this issue. I left you a voice mail with my cell phone number to contact directly, or you can also contact me on my direct office line. Brent Hall, General Manager, 303-328-0329

kklaushman responded

Review continued: That they didn’t have to replace tires in order to sell a vehicle.” They continued to argue and said if we wanted the car he would replace the tires/breaks/rotors at our cost, or give us $200 off the car to replace the one tire with the gouge when it “blows”. He said he would feel comfortable driving around on the tires and everything himself so that should be enough. This was when we were notified the AC didn’t need to be recharged it needs a complete replacement of the compressor. We asked if the car went through an inspection why was the AC not fixed prior to it being on the lot or the things we noticed not fixed. He again replied with “if you want a new car then pay the new car price."Already with a bad taste in our mouth we decided we have already come this far and all we had left to do was sign on this car. We knew we were going to purchase a warranty and we needed to move quickly to replace our car. We make the BAD decision to move forward with the expectation set that we would pick up the car the following day on Tuesday 6/27 since they were already in the process on getting the parts for the AC. They would call us on Tuesday when we could come and get the car. 6/27: Around 9am I receive a call from Lander that they were going to be working on the AC and we would be informed with updates on when we could pick up the car. I was happy with this and excited to get my car. A short amount of time later I receive a call from Evan asking how the rest of our signing went last night since he had to leave before we were all finished with the finance department. At that time I told him that things went well and we were happy. THEN EVERYTHING TURNED AROUND! 4pm comes around and I had no update on my car. I texted Lander on the link we were using to do majority of our communication to see if there was an update on the car since I would be getting off soon. No response. My husband then called them and got into a verbal argument with them about the vehicle and they stated the parts came in at 4:45pm and their mechanic would be leaving soon and did not have time to complete the job until the next day. We were not to pleased with this as we were expecting to have the car back, but what could we do. We were promised it was going to be the first car into the shop to be worked on and I would be able to call for an estimated pick up in the morning. 6/28: I sent a message to Lander requesting an update on the car. I did not hear back. I decided to call them. I originally selected the service center and was told I had to speak to my sales person. They sent my call to Lander. He said he didn’t have an update and would go check. I said I would hold for an update. He put me on hold for over an hour. While still on the line with him (on my cellphone), I went onto my work phone and called the main number. When I spoke with the receptionist I asked to be sent to a manger immediately. She said let me guess this is (my name) then transferred me to Matt. I told him the situation and he was very apologetic and said he would find out an update and call me back. I then received a call from Evan. He stated I am no longer allowed to talk to anyone other than him and Lander. “theres too many chefs in the kitchen”. He then proceeded to tell me that they do not have the parts in with no updates on when it will arrive. At this point I became furious. This is the second time they have told us they had parts and it would be available for pick up to be told no the parts aren’t in. They’re very untrustworthy and you can not take their word on ANYTHING. The whole conversation was him telling me “what can we do to fix it” I said FIX MY CAR and give it to me. Set realistic expectations and hold your team accountable for these miscommunications. Do not put a car out on the lot that is not in working condition! The whole conversation was him being condescending and stating things like “well you can go get a rental car and apply for reimbursement.” or “I can release the car to you without AC and call it a day.” Knowing we have two small children and it is the middle of summer we need AC! Then when I asked for the information to leave a review with all of the hassle we have gotten from their office, he hung up on me. He called back within a few mins and stated “we can cancel this deal with you at anytime, but good luck with finding something that works for your budget like we did”. “If I would have known how much of a headache this was going to be working together than we can part ways on a good note.” “we worked hard to get you approved and I doubt someone else would be able to.” I was then told that we are not allowed to call them back and the only updates we will receive is when he calls us to inform us on the progress. He would call us on 6/22 to let us know if they received the parts or let us “back out of our agreement.” Leaving us in search of another car, more credit hits, and more time possibly without a vehicle. He blames us for being upset and frustrated with them as volatile behavior and won’t “keep going round and round and wasting time” vs taking accountability for their actions and miscommunications and expediting this process to have the car completed timely. As of today there is still no estimate on when they will receive parts or have the car completed so we can take it. This has been the absolute worst experience buying a car I have ever had! I feel not only they took advantage of a situation and a family in need of a vehicle due to an unfortunate event and used that as their leverage. I feel like I paid for a vehicle and they’re holding it hostage. 6/22: sent a message at 9:40am since we still have not received and update on our car or if the parts have arrived. I had to call into the dealership to get an update. At 10 am I called and was told Evan and Lander were not in today. I was told to only speak with them. At that time they transferred me to the service Manager Uri. He let me know the truck that brings parts has not arrived yet and is normally expected between 9-11am. As soon as the truck arrives they will locate the part and start repairs so we can pick the vehicle up today. If the part is not on the truck today he will call me to let me know. I would be able to take possession of the car and they can call me to come in when the part arrives and have the repairs done same day. He also stated that I no longer need to communicate with Evan since I have had such a terrible experience. He would be happy to let us pick up the keys from him at the service department so we did not have to speak with anyone in the sales office. I felt a little more comfortable with this as he was very kind, apologetic and this was the first conversation we have had with this dealership that didn’t end in an argument. 11:45am: received an update that there is still no parts. Uri offered to bring the car to me at work and call when the part comes in for replacement and we can come in for same day service. I accepted this at this time. Car was dropped off to me at work at 1:30pm by Matt. Repairs still need to be made. When I left work and went to inspect the car, I pulled the cover off where the spare tire was located to ensure it was there. with the mats to install inside the car. There was still TRASH from the previous owner in the trunk. I took photos. We then noticed the passenger door will not open from the inside and the lock is loose like they never hooked it back up after taking the door panel off for whatever reason. Friday 6/23: I received a call from Uri letting me know the parts were in and I would need to bring the vehicle back to the service department. It would be to late in the day to do same day repairs. He did offer a loaner vehicle and would help install the car seats for the time being. Saturday 6/24: no updates. Monday 6/26: I called the service department at 2:30pm for an update on my vehicle. I had to leave a message. Called again at 3:38pm. Was told they were not able to get ahold of anyone in the service department and had to leave another message. Sent a text to the communication thread with Lander at 3:54pm requesting an update. Received a call from Uri at 4:25pm stating they’re waiting on parts now for the door lock and hopefully have everything set for tomorrow. I then received a text from the sales team at 4:40pm stating my car would be ready by 6pm. I called Uri back to confirm this because it contradicts the voicemail he left me. When I talked to him he said he can try and have it done, they’re just working on detailing the car now and they could rush. I let him know it was okay and I would plan on picking the car up tomorrow on my lunch break so they had whatever time they needed to make sure everything was taken care of. We received multiple calls from the finance company stating they needed to verify information that we provided to purchase the car. (references, proof of address, pay stubs) I asked them why this information was not given to them from the dealership since we provided this all last week when we purchased the car. Tuesday 6/27: Received a call at 11:33am from Uri letting me know my car was good to go. Since they did not fill up my tank, I did not have to fill up the loaner before bringing it back to them. I was able to pick up my car a the service department so I did not have to deal with any of the sales team which I appreciated. The tech who met me to exchange cars was great. He had longer blonde hair and was super nice. I wish all of our car buying experience was like it was working with the service guys. They were the only ones who were apologetic for anything we were going through or any mis communications that happened with the sales team. I have had my car for a couple days now and to say the lease I’m still not happy with my purchase. The car doesn’t even feel like mine and I’m not excited to have it. I have a feeling we won’t be keeping it long and possibly trade it in.

Arapahoe Hyundai responded

I'm sorry to hear about your experience. If you'd like to share more or chat about it, I'd be happy to spend some time with you. Please feel free to reach out via email cknippelberg@arapahoehyundai.com or 303-539-1700. All the best, Chris Knippelberg - General Manager

Arapahoe Hyundai responded

Here at Arapahoe Hyundai, we strive for excellence, and are disappointed to hear that you received anything less. I'd like to learn more about the situation so I can try to assist. Please email me at cknippelberg@arapahoehyundai.com at your earliest convenience. All the best - Chris Knippelberg - General Manager

Arapahoe Hyundai responded

Thank you for your review. As mentioned over the phone, we do not have access to the details of the contract you signed during your purchase with old ownership. If you have the warranty contract that was given to you during your purchase, that will list the details. I do understand how frustratin g this can be although this is the truth. The old ownership retained their documents as it relates to vehicles that were sold under the previous ownership. I can assure you that if I had access to that information, I would happily provide that to you. While I don't have access to the details of your tire warranty contract either, most companies will only replace that damaged tire with the exact tire that was damaged and do not cover alignments either, which sounds like this was the case. In regard to the valve stem caps, I do apologize if we did not put those back on. Please stop by and we would be more than happy to correct this. All the best, Chris Knippelberg - General Manager

Arapahoe Hyundai responded

Sharra, we're disappointed to hear of the negative experience you had at our location. I will absolutely pass this on to our Service Manager and ensure we reach out to anybody that owns a Genesis with scheduled service so this doesn't happen again. We stopped selling and servicing Genes is as Hyundai/Genesis required that we agree to build a completely separate Genesis dealership which we could simply not agree to due to the size of our current property. The result was that we had to stop selling and servicing the Genesis line. I'm greatly apologetic that you were not communicated with though. We will continue to sell and service the Hyundai product line if you need anything in the future that is Hyundai related. All the best, Chris Knippelberg - General Manager.

Arapahoe Hyundai responded

We thank you for sharing your review with our team. I do apologize for any miscommunication that occurred with financing. I would be happy to answer any questions you may have. Please contact me at your convenience. Chris Knippelberg, General Manager, 303-539-1700

Arapahoe Hyundai responded

We thank you for sharing your review with us. I regret to hear that you are disappointed with your service experience and for any lack of customer service on our behalf. I would like to speak with you further about how we can hopefully restore your faith in us. I will be reaching out, but you can also contact me, as well. James Crowley, General Manager, 303-539-1700

Arapahoe Hyundai responded

Lynzy, We appreciate you sharing your review with us. I do apolgoize for the lack of communication that occurred on our behalf. I would be happy to assist you, if you are still in the market for a vehicle. In addition, I would like to speak with you further about your experience. Please contact me at your convenience. James Crowley, General Manager, 303-539-1700