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| - I recently purchased a car at Keith Hawthorne Hyundai. Long story short, the folks were eager to make a deal, but their attention to detail leaves a lot to be desired.
I found a car online that I was interested in and exchanged a few emails with Krissa who was very responsive and helpful. I made an appointment for Friday to come in for a test drive. The test drive went well, so we began the negotiation process. A Sales Supervisor, Jeff, stepped in and this is where things started going wrong. We had agreed on a rough price, but I informed them that I would have to come back the next day (Saturday) to let my wife see the car and take it for a test drive. Jeff offered to let me take the car home for the night, but I told them I couldn't as I had an appointment to have some work done (replacing a battery cable and a terminal) on my truck the following morning. He offered to complete the work at the same price my normal Nissan dealership had quoted me (about $70 total) and have it ready to go on Saturday. I was hesitant to agree, but I ultimately did so that I could take the car for a longer drive and make sure it was what we were wanting.
On Saturday, we met with another salesman, Chris. We requested that the car be taken back for the alignment that had agreed upon the prior day. No problem. Chris mentioned that he noticed the gas was low in the tank and would fill it up before we left. I intentionally hadn't put any gas in the tank before we purchased, so I was happy with the offer even though it's pretty standard practice to fill the tank before the customer leaves. Before we even discussed the final details, I asked about the status of my truck. They informed me that they didn't have the needed parts, so the truck wouldn't be ready that day. I told them that was not what was agreed upon at all. I wouldn't have taken the car overnight if I knew the needed work wouldn't be completed. In Chris' defense, he was not the one who had offered the work to be done, so this was not his fault. The Service Manager, Keith (who was very helpful), came out and apologized for the confusion and told me that the work would be finished on Monday and the truck would be detailed and delivered to my house 40 miles away. Ok... We agreed on the final details which included the installation of a backup camera, and without asking my availability, an appointment was made for me to drop the car off on Monday to install the camera. That didn't work, so I agreed to bring it back the following Friday (today), be given a loaner and return Saturday to pick up my car. After finalizing the paperwork, we got in the car and noticed that the car had not been filled up, had even less gas than when we got there and was on empty. I guess the service tech took it for a drive after the alignment. I have no clue. Another detail missed. Also, I received a call on Monday saying that a reference sheet in the paperwork had been overlooked (of course), so I had to fill that out and send back to them.
After not hearing (as promised) from the service department by late Monday afternoon, I called to check on the status of the truck. Again, I was told that the parts were not in but would be delivered on Tuesday and the truck delivered that evening. Ok... I had to call back late Tuesday afternoon after not hearing (as promised), and I was told that the parts had just been delivered and that the work would be completed and the truck delivered on Wednesday. Unbelievable. The simple replacement of a battery cable and a terminal had turned into a nearly-weeklong fiasco. On Wednesday, a cashier called asking for payment on the work performed. I asked the total, and she said $270. I took a second to gather myself before blowing a gasket, and said absolutely not. That's not even close to what we agreed. Turns out, not only had they overcharged on the cable and terminal, but they had also decided on their own to replace the battery and include some pretty significant labor charges. The battery did need to be replaced, but I had planned on doing that cheaper on my own. She informed Keith who adjusted the total to $190 which was for parts only. I agreed to pay that but not before speaking with the GM to discuss this disaster.
The GM, Mike, called me on Wednesday afternoon and was aware of the situation. He listened to what I had to say when I described everything that had taken place, and he seemed pretty upset about the lack of attention to detail at every step. As it turns out, he was the one who had personally driven my truck to the service department on Saturday and told them only the cable and terminal were to be replaced which I thought was pretty interesting. They even disregard the direction of the GM.
My truck was delivered on Wednesday evening. It was not detailed.
I'm dropping the car off today to install the camera, so we'll see if everything they promised actually happens. I'm not getting my hopes up.
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