Steve Fricks

I recently purchased a Certified Pre-Owned Hyundai Ioniq 5 from Rick Case Hyundai and, unfortunately, my experience after taking delivery of the vehicle has been disappointing. During the sales process, 5 from Rick Case Hyundai and, unfortunately, my experience after taking delivery of the vehicle has been disappointing. During the sales process, my salesperson, Adrian Custodio, was responsive and attentive. However, once the purchase was completed, communication became extremely difficult. Questions and concerns were only addressed after repeated follow-up calls to the dealership requesting to speak with him directly. When I first viewed the vehicle, there was a charging cable stored in the rear cargo compartment. After bringing the vehicle home, I discovered the cable was no longer included. When I contacted the dealership for clarification, I was given conflicting information and made to feel as though my expectation that an electric vehicle would include a charging cable was unreasonable. Unfortunately, no satisfactory resolution was provided. I also attempted to speak with a manager regarding my concerns and was directed to Steve Fricks, but I never received a response despite my efforts to reach out. Additionally, I took delivery of the vehicle during a heavy rainstorm and quickly discovered that the windshield wipers were not performing adequately, making visibility difficult. When I asked about having them replaced, I was informed that the service department had already deemed them acceptable. What has been most frustrating is the lack of communication, accountability, and customer support after the sale was finalized. As a long-time Hyundai customer who has purchased multiple Hyundai vehicles over the years, this has been the least satisfactory dealership experience I have encountered. While I am happy with the vehicle itself, the post-sale customer service has left a great deal to be desired. As a result, I plan to have my future maintenance and service work performed at a different Hyundai dealership. More

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I had a very disappointing experience at this dealership today. First, I want to acknowledge that the sales consultant who helped me, Eric Lee, was excellent. He was kind, knowledgeable, and respectful t today. First, I want to acknowledge that the sales consultant who helped me, Eric Lee, was excellent. He was kind, knowledgeable, and respectful throughout the process. He took me seriously when I explained my bottom line and was willing to advocate on my behalf with his manager. I truly appreciated his professionalism and effort to help. Unfortunately, my interaction with the manager, Steve Fricks, was extremely unpleasant. While I completely understand that a dealership may not be able to meet every customer’s requested price, the way I was spoken to was unnecessarily rude and condescending. When I showed him the offer entered into Edmunds’ dealer price calculator - which indicated the price was at the very highest end of the range - he told me that I should call Edmunds and have them buy a car for me instead. He also said, “good luck finding anyone who’s willing to work with you.” I also want to share some context as to why this experience was especially upsetting. In December, I was involved in a traumatic car accident where my vehicle was T-boned with my two young children in the car, and the crash totaled my car. In the months following, I was diagnosed with PTSD and my son with acute anxiety disorder. We are both currently in therapy as we work through the aftermath. It has taken me until now to feel strong enough to begin driving again and start the process of purchasing another vehicle. Because of that, the car-buying process has already been emotionally difficult, and being spoken to in such a dismissive and condescending way made it much harder than it needed to be. My husband and I have purchased two vehicles from Rick Case dealerships in the past - a 2015 Hyundai Santa Fe and a 2022 Kia Telluride - and both experiences were wonderful. That positive history is exactly why we came back. Unfortunately, this interaction did not reflect the level of professionalism and respect we previously experienced and expected from the Rick Case brand. I hope this feedback is taken seriously. Customers deserve to be treated with basic respect, even when negotiations don’t result in a sale. More

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