Napleton's Valley Hyundai

I purchased a ’23 SF Calligraphy in November of last year. The vehicle has performed to my expectations. There are concerns, mainly post-sale communication. The purchase experience. Simple enough, year. The vehicle has performed to my expectations. There are concerns, mainly post-sale communication. The purchase experience. Simple enough, as I know what I expect to pay, and don’t mind the back-and-forth inherent in the purchasing process. For a bit of context… I had driven Infinitis since 1996, 6 different vehicles. That purchasing process was always very quick and seamless, having bought the last 3 cars directly from the GM/owner of Naperville Infiniti. Last November during the purchase process at Napleton Hyundai, I felt like I was back in 1978, haggling over an Olds Cutlass Supreme. While the agreed upon purchase price was fine, the upsell was laughable and frankly made me want to just kill the purchase. The pricing for the “already included” items was beyond ludicrous. (Yes, I realize that I’m dealing with Hyundai and not Infiniti; I expect there to be some differences.) 1. 3M Door Edge Protectors. I detail cars, and install these regularly. My product cost is $17.99 for a complete 4 door car. Your price? $600. To Jose’s credit, he immediately deleted it from the sale. 2. Your Interior and exterior protectant. The price of this silly spray-on protectant costs as much as a ceramic coat installation. Again, Jose crossed this off the sale. 3. Lojack. I’ve had cars with this in the past, and personally see value in it… especially where I often park in the city. (My most recent Infiniti was stolen. The Santa Fe is my replacement vehicle.) We agreed on a price for this add-on. After I took possession of the car, the LoJack app couldn’t locate the vehicle, rendering the system useless. I contacted Spireon (parent company of LoJack), they pinged the VIN and told me they couldn’t see the vehicle, instructing me to take it back to the installing dealer. I made an appt, and upon arrival was greeted by a young lady in the service bay. I informed her I had an appt to get the LoJack rectified… and she asked me, "what's LoJack?". Honestly. I asked for service advisor Ron Stelle who I’ve worked with, and made this appt. Ron got the car in immediately, and I went home. (FYI, none of this reflects on Ron. He’s one of the finest service advisors I’ve worked with in over 50 years of owning cars. Hang on to him.) Ron texted me the next morning and asked me to ping the car on the LoJack app… which was now fully operative. This past weekend, I was driving and began to experience a clunking near my left foot, near the hood release. I got a work light and got down to check it out. What I found… the LoJack system was never installed, not really. It was plugged into the OBD port for power through the LoJack adapter, and shoved behind the plastic panel. LoJack recommends to *NEVER* mount this or locate the transceiver anywhere near the OBD port, which is the first place thieves will look to cut the wires. Also, the adhesive mounting strips on the transceiver were still intact, and the length of wiring was still bound with the original wire tie, further indicating no effort whatsoever to install this properly. The entire unit was simply shoved behind the plastic panel. I wound up disconnecting and reinstalling this myself, placing the transceiver 5 feet away from the OBD port and tucking/hiding all wiring. Ron did tell me, verbatim, that the LoJack add-on is a “sales thing”, and the service department really doesn’t work on them.. which is interesting, given what you sell and charge a handsome price for them. Also, during the sales process, Jose specifically told me that I would be entitled to a loaner vehicle when my car was in for service under warranty. That is apparently not the case, as I was told twice during my last two visits. I have sent my concerns to service, sales and management, including Brian Napleton. Zero responses. More

I purchased a beautiful Honda Accord on March 27th. I put a down payment to hold the car and came back the very next day with a check for the balance. There was a miscommunication within the agreement I put a down payment to hold the car and came back the very next day with a check for the balance. There was a miscommunication within the agreement but I excepted my fault in the error. A kind young man offered to fix a couple of scratches that I missed. Never purchase your car at night. Anyway that when my nightmare began. I completely got the run around after that. Everyone I talked to passed me along to someone else. I finally got an appointment to bring my car in to have the scratches removed. I had pictures of all the body scratches. Well they only reluctantly took care of one scratch but I noticed scratches they were not there in the beginning. Yes new scratches and my new car was filthy outside and muddy inside. Needless to say I have been getting the run around since then. I’m transferred around and even hung up on. I’ve left messages and no one has responded or even had the courtesy to call me back. I am furious. This is no way to treat any customer. My experience has been horrible starting with the salesman named Jose. Save yourself the frustration and consider shopping elsewhere. Still waiting for the issues to be resolved. More