Update: they finally got me a key fob and fix the tire - Never again
Update: they finally got me a key fob and fix the tire sensor under warranty.
After last Tuesday evening after experiencing poor service at several other locations, and initially, my experience was very positive. I worked with Dominic, who was polite, professional, and helpful. We found a vehicle I loved, and the purchase was arranged with the assistance of my parents, who were involved in coordinating and facilitating the transaction. I completed the purchase that same evening.
At the time of purchase, I was provided with two key fobs. Upon returning home, I discovered that the second key fob did not function. When I brought this to your team's attention, I was told that used vehicles sometimes come with only one key fob. While I understand that may be the case in general, this vehicle was explicitly presented and delivered to me with two key fobs. It is therefore reasonable to expect that both would be fully functional at the time of sale.
Two days later, I received a tire pressure monitoring system warning while driving. Concerned, I visited a nearby Hyundai dealership, where a service manager confirmed that my tire pressure was normal but advised that the issue was likely caused during the installation of the new tires prior to my purchase, resulting in damage to one or more sensors.
I returned to your dealership and explained the situation. I was both surprised and disappointed by the response. I was told it was unlikely your team caused the issue and that I would need to rely on my warranty, which does not cover this type of repair. Additionally, I was told the sensor damage could have resulted from me hitting a pothole--an assertion I can confidently refute, as I have driven the vehicle carefully and had possession of it for only two days at that time.
Further compounding this situation, when my mother contacted your dealership to address these concerns, Sales Manager Willie Bird spoke to her in a manner that was unprofessional and unacceptable. Such treatment toward a customer--or a customer's family member involved in the transaction--is entirely inconsistent with the standards of professionalism one should expect from a reputable dealership.
After several days, I was informed that neither the key fob issue nor the tire pressure sensor problem would be addressed. I was again told that used vehicles may only come with one key and that the sensor damage could not be attributed to your dealership.
This response is extremely disappointing. When a customer makes a significant purchase such as a vehicle, there is a reasonable expectation that the dealership will stand behind the condition of the vehicle at the time of sale. In this instance, I was provided two key fobs--one of which does not work--and a vehicle with newly installed tires that almost immediately presented a sensor issue consistent with installation error.
A genuine commitment to customer service requires addressing issues like these in good faith and making reasonable efforts to resolve them. Unfortunately, that has not been my experience.
This situation has significantly diminished what should have been a positive and exciting purchase. It has left me frustrated and hesitant to engage in the car-buying process again. Based on this experience, I would not feel comfortable recommending your dealership to others who expect professionalism, accountability, and basic standards of customer care.
Inflated price advertised over $1300. Removed a GPS when it was bright to their attention and then changed the purchase price to reflect the extra money of the warranty we refused to add to to taller price of the car.
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