Kansas City Hyundai

Despite a few issues I call “yellow flags” which I will detail further on, we would have initially recommended this dealership to others. However, my mind changed the day after the sale and a follow-up cal detail further on, we would have initially recommended this dealership to others. However, my mind changed the day after the sale and a follow-up call to the dealership. I purposely waited 3 weeks to write this review so as to have a cooling-off period and try to be more objective after being so upset. I hope this review will be valuable feedback to the dealer as to what they can improve on and alert future purchasers for things to look for. THE INITIAL PURCHASE PROCESS: We went to the dealership on a recommendation from an old friend who had recently had a good experience there with salesperson Dave Burris. We read the reviews (mostly good, but noted a few negative ones), we did our homework and had narrowed our search down to a couple of models. We sent in an information request on the website for one particular model on the lot, but just got a 'canned' response, so we went in and asked for Dave Burris. We test drove a couple of vehicles and started discussing the model we were most interested in. Dave was very personable and friendly, low pressure and seemed interested in meeting our needs. He made a good attempt to suggest cars with the features we wanted within our stated price range. We were getting more comfortable. **1st yellow flag** We were asked to complete a credit application before we even began discussing price on the model we were most interested in. When this was brought up to the salesman, we were told that we could certainly wait until later but it would help speed up the process if we were serious about a purchase. We agreed to the credit check. Negotiations started. A printout was produced with estimated monthly payments based on the listed price of the car (2011 certified pre-owned model) less our trade-in (decent offer) and with different down payment option amounts. **2nd yellow flag** Nowhere on this printout was the interest rate given. We have excellent credit and expected to receive the best finance rate offered on their website (2.49% on CPO Hyundai’s in May 2012). Further research and my own math proved that this rate figured out to be 3.99%. When asked about the rate, the salesperson had to be shown on his desktop computer screen by me where their own website offered 2.49% financing. Then we were told that the printout was made before our credit application was done..(see 1st yellow flag—it had already been done) **3rd yellow flag** The price during negotiations was not lowered a penny…until AFTER we told the dealership that we knew the actual car we were interested in was offered FOR A LOWER PRICE ON EBAY AT THAT VERY MOMENT—(told you we did our homework!). The salesperson had no idea. I had to pull the ebay auction up on my phone and show him. We were not so comfortable now. Then, after Steve Genova came over and made some sort of explanation about selling cars at auction, etc., the price came back at a lower rate. At this point, we were out of time due to prior commitments and had to leave the dealership. We made plans to think it over and left with the requested new printout with the lower sales price (see 2nd yellow flag--still no interest rate listed) and return the next day. We were then offered to take the car home overnight for further test drives. Knowing this was a common sales tactic, we agreed anyway…after all, someone could buy the car off the lot that day and we were still considering it. So, we decided we would ignore the yellow flags (after all you expect this from a dealership right?) We liked the car and agreed to the lower price, as long as a couple of very minor things were included as a condition of sale with this certified pre-owned vehicle, which included some tiny paint nicks touched up and one weatherstrip piece replaced on the passenger window. Again, we were on a time constraint and told the dealership all paperwork would need to be completed within 1 ½ hours. We were assured this could be done. We finally got back to the finance person… **4th yellow/red flag** The only item included on the IOU/conditional sales agreement was the touch-up paint. The weatherstripping had been left off. So, the finance lady just wrote it on. Great. **5th yellow/red flag** At this point, we were scrambling to finish the paperwork as we had to finish this deal and go. However, the numbers didn’t look quite right on the final paperwork. Somehow, sales tax had been figured on the sales price of the vehicle, NOT AFTER the trade-in value of my old car was deducted, as it should have been. (I’m sure that $450 would have been refunded to us, right?) Luckily, this was pointed out and quickly corrected. We were told that they had new computers or software or something and that it would have been rejected by the bank. (Glad I have sharp eyes and pay close attention). SO, finally, we got the paperwork done and heading out the door (late)…and **6th yellow flag** the 2nd key was nowhere to be found! We were quickly assured that we could pick up the key later in the week when we returned to complete the touchup paint and weatherstrip replacement. We left, somewhat frustrated with all the “issues” but willing to give them the benefit of the doubt and ignore the minor mistakes that had occurred, but had been caught (by us) and corrected. We were happy with the car, pretty happy with Dave Burris, and the overall sales experience, even with the several issues, wasn’t horrible. THE REAL PROBLEM—THE NEXT DAY The real problem, in my opinion, was how I was treated after the sale. After we got home with the car, I realized that the floor mats (pictured in the vehicle photos on the website) were not put back in the car. I called and simply asked to speak with our salesperson to clear this up. He was off that day and I was transferred to the used car manager, who I was told was someone named Chris Bell, I believe. This is someone I had not heard of and cannot find on their website or dealerrater.com as an employee. I think this is probably Michael Ball, but not sure. Maybe for phone calls after the sale he goes by Chris Bell, who knows? Regardless, the problem was this person’s condescending attitude and response on the phone. I told him we had made a purchase the day before to which he replied “Congratulations.” I said thanks…but we did not receive the floor mats and would like to stop in that afternoon and pick them up, along with the 2nd key that we did not receive. This person told me that the floor mats were not included with the sale. I said, well they were supposed to be included with the sale of this certified pre-owned vehicle. He then stated that, unless we had made some special deal with the salesman, they usually threw away the floor mats because they got dirty, so they were NOT included. I told him that they were actually sold with the car, to which he replied in a condescending tone,” Look, I’m not going to debate with you….maybe you “assumed” they were included but they’re not. We’ll get you the floor mats but we can’t today because the service department is closed. You need to call back and talk to your salesperson tomorrow”. I was stunned at his response and especially the tone of it. As far as I know, I did not know this person, he was not the person that sold us the car and did not have any reason to be condescending and downright rude to me on the phone. I was so upset, I told my fiancé what he said, and I had to keep him from going into that dealership and confronting this rude person immediately. He called and was told that “Chris” was working that day, to which he replied that he did not need to speak to him, that he would be coming in personally the next day to straighten some things out. So, he called the salesperson the next day, explained the situation and that we were upset with the treatment I had received on the follow-up call. Dave Burris was very apologetic for the used car manager, although he did not need to be since he was not the person who was rude. He would look into the floor mat issue and try to locate the missing key, although he said they may have to order another key if it couldn’t be found. We explained this was really not acceptable, as we didn’t want the extra key floating around somewhere, and that we really needed the key for that car they already had. We also explained that we did not receive the Certified Pre-Owned Hyundai 150 point checklist and would like a copy of that as well, along with the information for the free XM radio trial that was not included. He informed the salesman that he’d also like to talk to the general manager, but he was out to lunch when he arrived. Needless to say, the key was found very quickly, and for some reason the very clean floor mats that were pictured with the car had somehow become dirty and already been thrown away, but a new set was ordered and we received them later that week. We got the certified checklist, and the XM satellite contact number. The touchup paint was completed, the weatherstrip piece was replaced and, although the service department was very helpful with the required follow-up, it is very unlikely that we will be returning to the dealership for any future sales or service, unfortunately all because of one phone call over some stupid floor mats. Overall, the experience could have been better. Hopefully, Shawnee Mission Hyundai will improve its customer service before, during, AND after the sale after reading this feedback, and future car buyers will be more aware of things to look for when making a purchase. Follow up: I originally wrote this review (3 weeks after purchase) on 6/18/12. The reviews don't post for 2 weeks to give the dealer time to review the post and try to follow up with you first about anything that needs addressed. On 6/19/12 I received an email response from SMH after reading my review with apologies for the mistakes and rude treatment, and attempting to address each issue with an explanation. On 6/22/12, I took the day off work to try and register the vehicle, as the 30 day grace period was up within a few days. We had never received any further paperwork at all from the dealership. However, we figured this must be because there was a lien and it would be titled electronically. So, we took the bill of sale, insurance info, and all paperwork received at the time of sale to the JoCo KS DMV. Of course, the DMV said that we could not register the vehicle without the title, and that if we had not rec’d it from the dealer we better contact them right away since they only had 30 days to get it to us. I immediately called Shawnee Mission Hyundai inquiring about our title paperwork and was told to call Tammi at a different number. I soon found out that this number was for Baron BMW. Huh? I’m not sure what the relationship between dealers is but obviously there is one. Anyway, I had to leave a message for Tammi, and also emailed the dealer asking when I could expect the title, and if they were planning on covering the registration penalty if we did not have the title within the 30 days. They responded that they would check into it. I then asked if they would also check into why our friend that referred us to them had not received his $100 referral bonus that the salesman told us he was eligible for. Our friend did not know anything about it. Shawnee Mission Hyundai responded that the DMV was 3 weeks behind and that they could give us a dealer tag, if we would come up and get it, to use until the state could process the title work. I explained that was fine, but there was still going to be a penalty to pay for not registering the vehicle on time. They again stated that it was the State of Kansas’ fault, and that our friend would have to fill out a W-9 tax form and she would check with the salesman to see if that was sent. So, we were stuck dreading taking another day off work to go to the DMV..probably on the last day of June which is a nightmare!! I then received a separate email from our salesman (a month after the sale) asking if he could get the name of the person who referred us to them so he could send a thank you. Really? So that is why our friend never got the $100 that nobody even knew existed until the salesperson told us about it. Apparently his name was never even written down or got ‘lost.’ We were also told that since the state was so far behind that we were not going to receive our title within the 30 days and we could come get the dealer plate. I suggested that (since prior reviews stated the dealer would bend over backwards to try and get a sale, involving taking sales paperwork to customer’s houses to complete sales), and that we had already spent most of the day at the DMV and running other errands, that maybe they could deliver the dealer tag to our home. No response. She had already left for the day. On 6/27/12 I received a call from Baron BMW that our title had been received. We could pick it up or they could Fed Ex it to us. Not wanting anything to be “lost” in the mail, we decided to pick it up in person. We could not get into the DMV on the 27th, so had to wait another day to register the car. However, in looking at the title, and the letter included from SMH, the title was not a Kansas title, but an ARKANSAS title and would have to be inspected by the KHP. It had a sticker over the “Kansas” but it did indeed say Arkansas. And the lien release was dated 6/25/12 (2 days prior). We bought the car on 5/27/12. This means that I had been driving this car with a lien from the last owner for the last month. I drive the interstate daily. Thank God I didn’t have a wreck. I can only imagine what would have happened in this instance. Further examination of the title showed that the previous owner had traded the car back to SMH on 4/28/12. So, basically they sold us a car that did not yet have a clean title. Maybe that is common practice for used cars. I don’t know, but it just doesn’t sound right to me. So, my fiancé got up extremely early on 6/28/12 to first go to the Highway Patrol and pay for an inspection. Then attempted to get into the DMV waiting line. Then sat for hours to finally get the car registered, AND HAD TO PAY A PENALTY. Because, after all the State of Kansas had absolutely NOTHING to do with the delay in getting the title back from Arkansas from a trade-in from April. Another follow-up email to Ms. Shirley asking for a more detailed description of just how the State of Kansas held up this title like she had repeatedly told us was met with a very long email response that I needed to call Tammi at Baron BMW for an explanation of the titling process since she really didn’t know, and since Tammi was gone when I originally inquired about the status of the title, they just assumed and kept telling us that the State of Kansas was the problem, and they aren’t even able to get their dealer tags because of the state’s delay…..and that they are an honest and trustworthy dealership that cares about their customers and will always go above and beyond for us, and that the dealer would of course take care of any registration penalty, and they really wanted to earn our business back! I am sorry to say that, after all of the problems stated above, we must respectfully disagree with that statement, and don’t believe that will ever happen. This dealer has a lot of positive reviews, but you can filter out and also view only the negative reviews by clicking the “Negative Only” review button on the far right. We would certainly encourage any serious buyers to read this and other negative reviews, as well as the positive ones, before visiting this dealership. We just want others to be aware of our experience there. Thank you for your response but we never were given a 30-day tag either. More