Please read through the post and decide for yourself if the score is justified...
It started out well enough. I purchased a vehicle from the dealership in February 2016. We purchased a new Sonata and also got the pre-paid maintenance package. Everything went well with the transaction with the sales person, Adnan, up front. However when we got into an accident the following year (2017) and my vehicle was a total loss, I went back to the dealer to get back the remaining balance for the unused prepaid maintenance in October 29th, 2017. I filled out the necessary paperwork on site. The rep Adnan indicated it would be a 6 to 8 week waiting period for reimbursement.
I contacted the dealership again on January 31st, 2018 to follow up the payment since I didn't receive anything. I spoke with the sales person Adnan and the finance people Carlos and Adel, and they all agreed that the wait was unreasonable and that they would "look into it." I reached out on 4 consecutive weeks to get an update on the reimbursement, but I did not received a call back. Twice I spoke with Carlos and Adel who told me that they were still looking into it? I called back to speak with Carlos and he said "Oh, I told you contact the business manager, Nancy." This is 100% inaccurate. If I was told to elevate the call, I would have elevated the call and that fib added to my irritation with the whole situation. I have since left many messages in the general voicemail box for Nancy, but I haven't gotten a call back. Nancy does not have a direct voicemail box which is inexcusable. The fact that the leadership in the dealership doesn't return phone calls explains the lack of communication from the subordinates. I have since filed a complaint with the Better Business Bureau.
I called again since I still hadn't gotten a response and spoke with Adel, March 13th. It took me refusing a call back and yelling from my phone line for him to actually "look into it." Turns out they had me sign the incorrect form when I came in October 29th. That would have been nice to know when they discovered this error, but since they never actually "looked into it," that is not at all surprising. They indicated they would resubmit the forms to Hyundai and keep me informed, but I received nothing. Later that same day I received a call from Tom Tran, the sales manager, who was presumably responding to the BBB complaint. The call came within an hour after I spoke with Adel and he made me recall the entire event again. He indicated he would contact corporate and give me a call back in two business days. I asked to confirm and he reiterated that I would receive a call in two business days. He assured me as a manager that he would see this issue through it's completion.
I didn't get a call back so I left MULTIPLE messages for Tom and Nancy to give me a call back or get me to a manager who can resolve the issue, but no response. I called again and got in touch with Adell in finance two weeks later, March 27th, after I called out and he sounded surprised that the issue was still outstanding. The call was transferred to Tom, the sales manager, who had no idea who I was, so I had to recall the entire episode which got me in a foul mood. There was an offer made which was not sufficient. There was some back and forth. Tom wanted to review with corporate to see what they could do for me, but the last time Tom and I spoke he set the expectation that he would reach out to corporate. I don't think anything was done on my behalf in that two week period beyond sending out the updated form to corporate. I expressed my disappointment to Tom, as a sales manager, that he set a call back in two days which was never followed up on. In the service industry, if you say you're going to do something then follow through on it.
The sad part of it all is that we're in the market for another vehicle and we were strongly considering getting a Hyundai from this dealership before all of this happened. This experience has completely shut the door on me doing any further business with Hanlees Fremont Hyundai. The dealership quickly took and processed my check, but I had to chase them down for reimbursement. I fully plan on moving forward in either arbitration or small claims court to recoup what I am owed. The dealership is supposed to provide a service, and the level of service that I received was very poor to put it mildly. What kind of reputable service leaves their customers in limbo for over 6 months when they set the expectation that we would receive resolution in 2 months? No follow up, no updates, no thanks.