"5 of 5 even though I hate dealerships"
This review is actually an update from a previous review I posted about Robert and Kim (Mary for those that understand the joke). In my previous review I talked about how my wife and I moved from California and already owned a Hyundai. I mentioned how Robert in the service department and Kim the Hyundai shuttle woman made us feel right at home and my wife and I couldn’t say enough good things about them and I truly meant every word. This is why I went back to Spokane Hyundai to buy my new car.
Since the time of the previous review in December, several things have happened. Robert replaced the entire engine in my 2015 Elantra which was under warranty and Hyundai paid for me to have a rental car the entire time. I was truly taken care of by a dealership that I did not purchase my car from. I understand this is because my car is still under the manufacturer warranty but Robert really stood up and made things happen for me. Even when I felt that I was being a thorn in Roberts side, he was still as professional and personable as when we first met him and I still stand by the comment I previously made of his top-notch customer service ethic.
Sometime after my engine replacement, I was approached by the Hyundai Spokane sales department who reached out to me in regards to buying my 2015 Elantra. After some back and forth with different people through email, we ended up in the hands of Rodney Brown. Rodney Brown treated my wife and I with the utmost respect and dignity. Even after finding out that my wife and I both have some serious limiting factors, his attitude towards us never changed or wavered for one second like so many sales people from different industries have in the past. Furthermore, my wife and I make decisions very slowly. We gather information, walk away, take time to think about the information, and talk it through. Rodney was kind and patient through the entire process of my wife and I coming together to make a decision (about a 3 week process total). Every question we had, Rodney had an answer or he found the answer in a timely manner. All the information given to us by Rodney was obviously to help convince us that buying a car is a good idea but the information that he provided was actually very helpful to us, not just what we needed to hear to get us into a new car. Lastly, My wife and I had ample time to watch Rodney in action. Rodney is one busy man. Even with the distractions and demands of his job, he still was able to sit down and focus on us and hold our hand through the entire process, even though the entire process was broken up over a number of weeks. Any time there was any hiccups or bumps in the road to getting our new car, Rodney was there to smooth it all over. Rodney, and Spokane Hyundai were remarkably reasonable in negotiating the price of the vehicle. Having been a sales trainer for Marriott timeshares in the past, Rodney is everything you want a sales person to be; genuine, kind, patient, conscientious, understanding, knowledgeable, and most importantly, he took the time to find out what we wanted and needed, he did not just try to force us into whatever vehicle he thought he could get us into. Truly customer oriented sales.
Then there is Ruschard Dodd-Masters. Ruschard was the person who helped my wife and I in the finance department. Dealing with Ruschard was almost like dealing with an extension of Rodney. In my mind this is high praise. This means that there was no break of continuity in the treatment that my wife and I received from Rodney to Ruschard. Ruschard was an excellent blend of someone who is perceptive, personable, professional, and demonstrates a genuine care for the customer. For example, at a certain point during the car purchasing process I was getting mentally tired so it was difficult for me to wrap my mind around the numbers I was looking at on the promissory note. Ruschard was not only perceptive enough to see that I needed help even though I had not expressed my difficulty yet, he was understanding and patient and was able to clearly explain all questions I had even when I was not fully sure what my question was to begin with, that takes finesse. In another instance, my wife had expressed concerns about the interest rates on the loan we were being offered. I stated that the interest rate was reasonable based on a number of factors and my wife agreed with what I said. At this point, Ruschard could have just said “done” and moved on. However, what happened was that Ruschard decided to work with a personal contact he knew at our lender to get our interest rate to just about the same as it was with our previous loan which was a shorter term. There was also a hiccup with getting approval from certain lenders which would require additional paperwork. My wife and I were willing to do it but Ruschard worked every avenue and got us a loan without the additional time or paperwork. Then there was the portion where we discussed additional coverage for the car. Ruschard was a model of transparency. He discussed the warranty in a clear and easy to understand manner. He discussed the limits and limitations as well as promoting what the Hyundai warranty does cover and for how long. He gave discrete examples of situations to help clarify some of the more difficult to understand aspects of the whole warranty process and used examples to help highlight the importance of each added protection we could buy for the car such as the luxe finish, or the theft protection. He also was honest about the added protection we most likely would not need, such as gap protection. There were no underhanded sales tactics that I could perceive. He was honest and used sound reasoning to create a need for the added protection in the mind of my wife and I. Had my wife and I the money, we would have bought every package of added protection that he recommended to us.
It is worth noting a couple of other points as well. While we were sitting at table in the main show room, my wife and I were approached by both Kim and Robert. True to what I have said about them in the past, they both went out of their way to approach my wife and I with the same welcoming feeling I have always gotten from them in the past. There is no reason that Robert and Kim had to approach us. Neither my wife nor I had seen them yet, we did not need my car serviced, nor did we need to be shuttled, so it was out of their own initiative that they approached us just to say hello, make some small talk and to see if we needed anything. They did this with the same genuine warmness that I have received from everyone I have dealt with at Spokane Hyundai. While everyone seemed very happy for my wife and I, Kim seemed so thoroughly tickled that we were buying a new Hyundai she could not stop smiling; all we can say is that Kim is a bundle of awesome.
This brings to me my overall impression of Hyundai of Spokane. My wife and I both came to the dealership on the purchase date of our new car in a great deal of pain and very irritable. Despite our somewhat negative predisposition at that time and the amount of time required to wait during the process of getting financing for the vehicle (not the dealerships fault), my wife and I still drove away happy even though we were still irritable and in tremendous discomfort. From service, to sales, to shuttle, it is a truly remarkable thing to see when everyone exhibits the workings of a well-oiled machine operated by what was perceived by me to be a highly compatible, professional family; where my wife and I were treated as either an extension of that family or at least very welcome guests. Let this thought sink in for a moment; despite that fact that I still dislike car dealerships, my wife and I were both predisposed to be irritable, both of us were in a great deal of discomfort, and were sitting around for 3 hours, we still drove away happy for the experience and the car we received. I still dislike dealerships but I am sold on the people under your employ. Do whatever it takes to keep them because there is no such thing as an expendable member of a family.
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