If you are buying through the Costco Auto Program, stay - egarciadesigns
If you are buying through the Costco Auto Program, stay far away from Keyes Hyundai of Mission Hills.
When buying our vehicle, the dealership forced a $2,290.00 charge labeled as "Required Dealer-Installed Items" on their Costco price sheet, which they bundled entirely onto a KARR Security System warranty contract. When we had to switch to a dealer-traded vehicle to get our preferred color, the physical KARR alarm was never installed on the car we took home.
Charging and financing over $2,000 on an auto loan for physical hardware that was never delivered is bad enough, but their response when we tried to address it was even worse:
1. Complete silence and stonewalling: When we first discovered the issue and reached out to cancel, the finance department completely ignored our emails and never returned our phone calls or voicemails. It wasn't until I showed up at the dealership in person with a formal demand letter that anyone would even acknowledge the situation.
2. They admitted in writing it was never installed: Once management finally responded, General Sales Manager Jason Jhee sent an email encouraging us to have KARR come install the system after the fact if it wasn't done already.
3. They falsely claimed Costco mandates forced add-ons: In that same email, the GSM claimed that "the added items are mandatory. It states that on our agreement with Costco"--blatantly contradicting the contract's own disclosure stating the product is optional, as well as California add-on rules.
4. They refused our refund and offered oil changes: When we pointed out the non-delivery, the GSM reversed course, claimed nobody forced it on us, insisted there is "no 30-day cancellation window on a non-cancellable product," and dismissed a $2,290 charge by offering four complimentary oil changes.
Billing customers for uninstalled equipment, disguising optional accessories as mandatory, ignoring customer communication, and brushing off legitimate cancellation requests is completely unacceptable. Take your business to an honest dealership that actually delivers what they finance and respects partner program terms.
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