Hello Customer service
I wanted to share an experience that I had last week with a Hyundai dealership in Victoria BC, which I wanted to bring it to your attention.
Apologies for the long email but this is what happened and such practices hurts the brand reputation:
We wanted to purchase a Pre-Owned vehicle that was advertised at a Hyundai dealership website and auto trader.
March 31st – 11 AM - We call at the dealership, talk to sales team, and inquire about the vehicle availability. The sale rep confirms that the vehicle is available and we asked for car fax report to be sent.
At 1.24 PM – We received the Car fax report.
At 2.24 PM – Since the pictures of the car on the Auto Trader were taken before the car was cleaned, we asked for more pictures to be sent. We also talk about trading my car and so send our vehicle details.
The Rep said that he will get the car cleaned and will send additional pictures first thing tomorrow.
Next day - April 01st at 2.02 PM - He gets the car cleaned, takes additional pictures and sends them to us.
At 3.22 PM - We liked the car (in the pictures) and now start negotiating the price.
By 5 PM - The price of the Car was finalized at and now we had the deal. We also discussed additional costs like 599$ documentation fee + total Tax Less my trade in value. We now had the final total agreed price.
We were planning to leave on Friday morning to pick up the car but being a state holiday we were informed that the dealership was closed and so this got pushed to Saturday.
Saturday morning – 8.30 AM - We talk to sales Rep and confirmed things once again. Before leaving from Vancouver to Victoria, we asked if they could deliver the car today after completing the safety inspection.
At 9.20 AM - He confirms that the safety inspection and detailing of the car will be done and you can come and pick up the car. I also confirm the final $ amount to be paid again, mode of payment etc.
At 9.30 AM – We are on the way to Ferry terminal which is 45 Min drive planning to catch the 11 AM ferry.
10.15 AM – The rep texts us back and informs that the car needs 2 new tires, new breaks and alignment since that was a major safety issue with the car and he cannot deliver the car without that getting fixed.
At the ferry terminal door step 10.30 AM: Now he says that the car won’t be ready by end of the day because of the unavailability of parts and so discussed this with the rep and only after an agreement, we decided not to go to Victoria and instead we will head back home but we still have a deal. We would pick up the car when it is ready to be picked up early next week since the dealership was closed on Sunday and Monday (Easter Monday).
At 10.45 AM – We decide that we would do a FaceTime later today once we were back home and at least see the vehicle.
At 12 noon – The rep confirm that the service center confirmed to him that the stains on the front seat could be removed since they have time and they will start working on it.
At 2 PM – We get a call from the Rep, he asks for a deposit of the vehicle, and so I provided the Credit card information. All good until now.
At 2.07 PM – He texts us that the vehicle is on a drive with another customer. He gets to buy the car if he decides to do so. Wow…. (Vehicle with a known safety issue on the Road endangering public safety ??)
I immediately call back and ask what is going on and now the next thing we hear is that another customer is considering the car. Wow… Surprising hhmm..
At 3 PM – We talk to the sales manager and explain the we have been talking for this car since last 2 days and this car is ours since we already have a done deal (with a token money paid as soon as it was asked for)
At 5.34 PM – We get a call back saying sorry the car is sold and delivered.
Now my question that need answers:
Two of the Five Guiding Principles at Hyundai Motor Company –
1. We shall perform our duties based on clear and transparent standards, and do our utmost to fulfill our responsibilities with integrity.
2. We shall compete fairly in the market and conduct business ethically with parties that engage in contractual relationships with us.
I seriously want to know if these are being followed in reality.
From what I experienced today, I am not expecting an answer to this email but if the company thinks that the customer perspective regarding the company’s business ethics, customer relationship, trust and fair practices matter, then a prompt response would be appreciated.
Regardless, I am going to share this experience as much as I can and would try that nobody else has to go through this again.
P.s: All the communications with the dealer were on emails, text messages and phone calls. Details could be provided if needed.