Friendly Team, but Misled About Additional Insurance by - tkawar
Friendly Team, but Misled About Additional Insurance by the Business Manager
I leased a vehicle from Hyundai of Aurora almost a year ago. Overall, the dealership itself was good — the staff were friendly and cooperative throughout the process.
The salesperson I worked with was outstanding: knowledgeable, patient, and genuinely professional. The General Manager was also straightforward and professional, which I appreciated.
Unfortunately, my experience with the business manager, who handled the lease paperwork and add-on products, was very disappointing.
The finance process took a long time and felt extremely pressured. He attempted to sell several additional insurance products that I repeatedly declined. Afterward, he asked whether I had experienced any issues when returning leased vehicles in the past. I mentioned common parking lot damage such as door dings, dents, and scratches.
Based on that conversation, he recommended another protection product and assured me it would give me “peace of mind.” According to his explanation, it would cover dents up to 7.5 cm as well as scratches. Since most door dings usually do damage the paint, I specifically understood the coverage to apply broadly to minor parking lot damage.
I initially declined because the cost was around $50/month, but eventually negotiated it down to $35/month. I also explained that after spending more than 1.5 hours reviewing lease documents, I was mentally exhausted and not in the right state to carefully review another contract. He reassured me that the coverage worked exactly as he described, so I trusted his explanation and signed.
A few months later, I discovered scratches on my vehicle and returned to the dealership expecting the coverage to apply. That’s when I was informed the policy only covers paintless dent repair and does not cover paint or scratch repair at all.
In other words, scratches were completely excluded — directly contradicting the way the product had been presented to me during the sale.
When I raised concerns about the apparent misrepresentation and asked to cancel the product, I was told cancellation was not possible.
My overall impression is mixed: the sales staff and General Manager were excellent, but I felt seriously misled by the business manager regarding the insurance coverage. My advice to future customers is to read every add-on contract very carefully and not rely solely on verbal explanations when purchasing extra coverage products. Make sure the written terms match exactly what is being promised before signing anything.
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