McGovern Hyundai Rt 2

Abusive and dishonest customer "service" - twice! My 2011 Sonata was one of the 650,000+ affected by the long block engine recall? After my car arrived at Rt 2 Hyundai via tow truck, I was informed b My 2011 Sonata was one of the 650,000+ affected by the long block engine recall? After my car arrived at Rt 2 Hyundai via tow truck, I was informed by the Service Department that, due to the recall, there was a back order of engines and that a new, refurbished engine would take approximately a month to receive and install. Apparently, either Rt 2 Hyundai or Hyundai USA has a relationship with Enterprise Rent a Car and would pay the base daily rate (but not other taxes and fees) for an equivalent loaner vehicle while my car was being repaired. At Enterprise, I was given (with $100 deposit) a Ford Focus, a much smaller and more flimsy vehicle than my Sonata. As a mom of two, living in Massachusetts with its severe weather, this was far from an equivalent car. Still, I needed transportation and something was better than nothing. After approximately 6 weeks, at 5:15 pm on Tuesday, December 20th, Rt 2 Hyundai called and said my Sonata was ready. Now, Rt 2 Hyundai closes at 5:30 pm. There was no way I could retrieve the car in those 15 minutes before close. The service consultant I spoke with said, "Don't worry, you can pick it up tomorrow." She did NOT say there was only a 24-hour window from that phone call that I must return the loaner Ford Focus before I would personally be charged the base daily rate and all other taxes and fees. Wednesday, December 21st came and went - I had multiple Christmas errands to run, and with two young children (5 years and 22 months), limited time to accomplish them. I could not drive all the way to Leominster from my home in Acton and juggle errands, meals and naps too. On Thursday, December 22nd at 9am I received a phone call from Rt 2 Hyundai stating that because I did not return the loaner Ford Focus the day before, I was now being charged the base daily rate for it, plus all other taxes and fees. I didn't know which business (Rt 2 Hyundai, Enterprise, or Hyundai USA corporate) was responsible for actually putting the charge through. The service consultant claimed she didn't know, either. I asked the service consultant who called to see if perhaps it could be extended a day, and she said she'd ask the service manager at Hyundai and Enterprise, and call back (she never did). Knowing I'd be charged at least $100/day, I bundled up my two children (one home sick with the flu, the other an infant) and drove through a snowstorm in the flimsy Ford Focus to return the car. While I drove, I received a call from Enterprise Rent a Car in Leominster. The individual there said he had not received any call from Rt 2 Hyundai, and in fact, when he tried to call there, the phone rang and rang - no one picked up. He called back, and was put on hold for 14 minutes before he finally had to hang up to attend to his own customer. He said he would call yet again on my behalf to ask Rt 2 Hyundai to extend the rental for an additional day. I arrived at Rt 2 Hyundai and met with Joie Mullen. From the onset, she was argumentative, belligerent, and obstructive. She told me she "didn't have time" to listen to or help me. She claimed that she had "looked for John," (the Service Manager) and he "wasn't in today," yet later in the conversation said that "John said 'No' to extending the loaner for one more day." One statement contradicted the next, and she was lying in circles. When it became clear I wasn't believing in or being persuaded by her lies, and I insisted upon seeing John, she summoned a man who she claimed was John. Now, this person is not on the Rt 2 Hyundai list of employees and, because of the magnitude and quantity of her earlier lies, I don't know if he actually was John, the Service Manager. This person had wind-damaged skin, was heavy-set, and had white hair. Joie's belligerence paled in comparison to John's! I said to John, "Is there an office we can go to so we can figure this out?" John said argumentatively, "What's there to figure out?!" I was stunned anyone in a management position would speak to a customer in such a manner. I said, "I drove through a snowstorm with two babies to return this car to avoid hundreds of dollars in rental fees." John said, "I don't want to hear your excuses. And it's not snowing now." At this point, I wondered if this was even an employee, or a thug that hung around the dealership. He was so aggressive in his mannerisms, I wondered if he was on drugs. I said, "Excuse me. It was snowing at 10am. That is not how you treat a customer, with such disrespect. I have spent hundreds, if not thousands, at Rt. 2 Hyundai over the years." John muttered to Joie, "Give her the keys and paperwork. And don't charge her for today." Joie threw the keys at me. And that is how I discovered that Rt 2 Hyundai had the power to waive the cost of an "extra" day on the rental fee with simply a word, and that everyone I had spoken to in the Service Department had been lying to, or evading me, all along. I wish I could say this had been my first negative interaction with Rt 2 Hyundai. We leased the Sonata from another dealership in December 2010, and when the lease was up (December 2015), called Hyundai corporate to see where we needed to go to buy the car outright. Hyundai corporate told us we could buy it anywhere, so we called our nearest Hyundai dealer: Rt 2 Hyundai. The salesperson answering the phone told us to come down, it wouldn't be a problem. She gave her name. We arrived shortly thereafter and were intercepted by another salesperson who told us the saleslady we had spoken to on the phone "wasn't available now." So, we sat down with this new salesman instead. He tried repeatedly to get us to turn in the lease, and lease a new vehicle instead. We told him we weren't interested; we wanted to buy out our current lease. After wasting at least an hour, he left, claiming he'd speak with the "Sales Manager," and then came back, saying we couldn't buy out the lease at Rt 2 Hyundai after all! We stated that Hyundai corporate told us clearly we could buy out the lease anywhere. In response, the salesman said Hyundai corporate, "Must have been mistaken." It was unbelievable! We ended up driving to the original dealership, two hours away, to purchase the car instead. Later, we learned that sales staff does not make commission on customers who buy out their leases, which is why Rt 2 Hyundai refused to help: the salesman would not make any money from the transaction. If this is how I was treated on these two occasions, how does Rt 2 Hyundai treat its other sales and service customers? How does Rt 2 Hyundai represent the Hyundai brand every day? I have learned my lesson: I will never give my business to Rt 2 Hyundai again. And I will tell everyone I know, and write every review possible, on every platform possible, to warn others of my experience. More