Tony Hyundai

Service for Trade-In On 4/28/17 I purchased the vehicle, all three workers- Vincent, John W., and Allan were very helpful and personable. We had no problems, and walked aw On 4/28/17 I purchased the vehicle, all three workers- Vincent, John W., and Allan were very helpful and personable. We had no problems, and walked away with a great price. Unfortunately as I was given the survey to fill out, Vincent was standing above me, looking over my shoulder as I filled out the survey. When we were signing papers, I told Vincent and John that I did not have my title for the Mazda3 that I was trading in. They said no problem- I filled out an application to give them permission to get a duplicate title and release me from the lien holder. On 4/30 Vincent called and left a message asking if I have my title. He also needed me to send a copy of my drivers license, because he forgot to copy it when I gave it to him at the dealership on 4/26 and 4/28. I told Vincent I still did not have my title because it was lost. On 5/2 Vincent called again and asked if I had my title. On 5/3 I emailed Vincent and said I again did not have my title. On 5/10 Vincent called again asking if I had my title, and by that time I was frustrated and again said no. His reply on the phone was that I needed to go to the DMV to apply for a duplicate title because they couldn't do it on their end. After speaking with other finance managers of other dealerships, Vincent said there was no other way than for me to go to the DMV, and that he hadn't known of any dealerships to handle a duplicate title otherwise. I explained that I signed the application for the duplicate title to be sent to Hyundai, and he said Hyundai was unable to access it from Mazda because I needed to release my lien holder. On 5/12 and 5/15 we continued this conversation, and Vincent kept insisting there was no way for me to avoid going to the DMV. He insisted that dealerships do not handle these things dealership to dealership, and that he didn't agree with what I was being told from these other finance managers. I told Vincent that I wanted to avoid going to the DMV at all costs because I would have to leave work early. He apologized and said there was no other way. On 5/15 I reached out to Allan Capello through email, asking if there was any way around going to the DMV, because other finance managers at other dealerships had said that this should be handled dealership to dealership. I did not get a reply from Allan. I went to the DMV that day, and was told that I actually needed to go directly to Mazda for a notarized letter to release me from my lien holder- not through the DMV. I left work early to go to the DMV, and sent Vincent an email in regards to an update and to explain how frustrated I was with this process. I did not get a reply from Vincent. On 5/16 I called Hyundai to speak with Allan to explain my frustrations. Allan said that Vincent shouldn't have advised me with this matter, but that John should have. He said they would do their best to go through Mazda directly, but there were no guarantees. He also said he or John would call and follow-up with me that same day. Neither of them contacted me through email or phone. John did not call me until 5/22 and left a message saying their attempts were unsuccessful and insisted that I needed to go through Mazda. I then called Mazda a few minutes later, and they explained that on 5/17 Hyundai had put in a request to release me from them as my lien holder. They explained that the request was pending because they asked Hyundai to send a proof of purchase of my Mazda from them, which they did not yet send. Mazda confirmed that they can do this dealership to dealership once Hyundai sends them the proof of purchase. They were surprised that Hyundai had tried to send me directly to the DMV and to Mazda. I emailed John and Allan again and explained to them that Mazda was waiting for Hyundai to show a proof of purchase, and that I was extremely upset and disappointed to have gone through this entire three week process. I was given absolutely no reply to my email. On 5/31 I emailed John and Allan again saying that I had no reply or update to my previous email. Allan called me within fifteen minutes, left a message and apologized for the miscommunication. He said that everything was cleared a few days ago and that the title was now under them. He explained that their DMV department was able to resolve things. John replied to my email two hours later and said that the title switch was finalized only that morning. Two very different explanations. This process has taken one month to complete my deal. I have had to make numerous phone calls to Hyundai and Mazda, as well as taking a trip to the DMV only to come back with nothing. I asked Vincent, John, and Allan a dozen times if there was any way to avoid going to the DMV and if they could handle it in house. Each time I was assured they couldn't do things in house. I am appalled by the service I received from these employees. I have been more than patient with this situation, and to be given false answers and different facts between them is beyond disheartening. John Kato got involved and provided excellent customer service. He was very apologetic and compensated me for my troubles. He and Angie were very quick to resolve my situation. They were great! I still would've appreciated any sort of acknowledgement or apology directly from the other staff after sending a copy of the above statements to them. Thank goodness everything is resolved now. At the end of the day, I love my new Hyundai and would still recommend it to others. More