Service ineptitude, paperwork fraud, management lies, broken commitments and dealership delayed refund
6/25/2024 I drove a White 2020 Buick Encore GX Select. The salesman was Devon Brown. I agreed to purchase the vehicle. A front license plate holder was to be ordered and approximately 8 small chips were to be repaired. Devon touched up the chips by hand resulting in large clumps of paint on and around the chips. It was agreed that Devon would set up service to order and have the plate holder installed as well as have their paint specialist professionally fix the chips/clumps.
The sale paperwork could not be completed by Finance Manager Mike Cavanagh as the system was down. Enough paperwork was manually prepared to allow for possession of the vehicle. Adding an extended warranty was discussed at that time. I requested the addition of the warranty later that afternoon through Devon.
6/29 – 7/2 An intermittent error message “Shift to Park” appeared several times. The vehicle was in Park and would not shut off until shifted into Drive and back to Park several times.
7/3/2024 Devon texted and called to state the system was up and I had to come in that day to sign the paperwork. I was unable to do so, Devon came to my house. I signed the paperwork. The warranty was not included as requested. I decided to purchase that separately to save on interest. I showed Devon a video of the “Shift to Park” error. He said he would add it to the service order.
7/15/2024 Purchased warranty directly through Mike Cavanagh. It was illegally backdated to 6/25/2024. Further, it was never disclosed as being intended for use only at Libertyville Happy Hyundai unless several conditions could be met in advance.
7/15/2024 Emailed Service Manager for update on scheduling service. I received a phone call from the service dept on 7/18/2024 to schedule service on 7/25/2024.
7/18/2024 Lienholder on traded vehicle was paid off 23 days after sales transaction of 6/25/2024.
7/25/2024 Vehicle was checked in for ‘service lights on dash (Shift to Park), license plate bracket and paint’. I showed a video of the gearshift issue to John Verschelden, Service Advisor. John also took pictures of the chips/clumps to be repaired.
7/26/2024 I received a call indicating service had been completed. That was not the case. Upon arrival at the dealership, I found the license bracket installed. but they were unable to duplicate the shift to park issue. The paint chips/clumps were not repaired. John looked at the vehicle and couldn’t explain why not. He retrieved the Used Car Manager, who stated we don’t do paint work on used cars. This is a blatant lie. After further discussion, he retrieved Sales Director Alan Tapper who briefly examined the vehicle and said we don’t do paint work on used cars. This is a blatant lie. After further discussion and extensive delays, Alan excused himself to retrieve his paint specialist who was working on used vehicles elsewhere on the lot. He looked at the chips/clumps, advised he could complete the repair in about 20 minutes and Alan had salesman Devon Brown scheduled paint repair service for 7/31 at 11am. At that time, I asked Devon why it took 22 days to pay off the lienholder on the traded vehicle and why that vehicle (which had already been sold) was still in my name after 30 days. Devon said the system is still down. This was a blatant lie. He advised me on 7/3/2024 by text and voicemail that the system was up.
7/31/2024 Paint chips/clumps were repaired. It took 3 hours to complete a 20-minute job. I watched the paint specialist drive into the lot an hour after my scheduled appointment.
7/27-8/26 Continued intermittent ‘Shift to Park’ error messages preventing the vehicle from shutting off and getting longer in duration. I found GM was fully aware of the issue and had issued Technical Service Bulletin 23-NA-119 on 11/23/2023 to replace the gear shift assembly on affected vehicles. This was a known issue and Libertyville Happy Hyundai should have completed the recommended repair during 7/25-7/26 service. It is reasonable to conclude the car was traded to Happy Hyundai because of this issue, Happy Hyundai was aware of the issue and sold the vehicle without first repairing it to save repair costs.
8/20/2024 Service appointment made for gear shift assembly replacement.
8/27/2024 Gear Shift Assembly replacement was completed. There have been no further occurrences of the ‘Shift to Park’ issue.
11/16/2024 Registration finally received from Happy Hyundai nearly 5 months after purchase.
11/21/2024 I emailed Devon Brown to offer Libertyville Happy Hyundai an opportunity to make things right. Devon, who is now A Sales Manager, responded via email, ‘Thank you for giving us another chance’. I then spoke to him by phone explaining I was interested in retiring my loan, cancelling the extended warranty and leasing a new vehicle within specific payment parameters. Devon indicated he would have much better incentives in December and would be able to put it together then.
12/26/2024 Emailed Devon Brown to let him know I would like to take advantage of the greater incentives and complete a lease. He replied, “… it is the end of the year we are running some super aggressive deals for our repeat clients i will be able to help you…” This was at 9:21am. He phoned at 10:31am and said he was unwilling to honor his commitment, and the payment would be $125/month more than previously discussed.
2/15/2025 Requested cancellation of service contract due to the fraudulent backdating of the contract. Cancellation was processed by Sales Manager Ernesto Perez as a result of “informing us of this contract issue”. The administrator indicates on its website that it takes 5-10 days to process and send cancellation to dealer to issue immediate refund.
3/5/2025 Requested update from Sales Manager Ernesto Perez as to refund after 18 days.
3/6/2025 Sales Manager Ernesto Perez advised the check will be cut and mailed 3/6/2025.
3/11, 3/12, 3/13/2025 Sales Manager Ernesto Perez again stated check was cut and mailed 3/6/2025. Sales Manager Ernesto Perez lied 4 times about the check being mailed on 3/6/2025.
3/15/2025 Check dated 3/6/2025 but postmarked 3/13/2025 was received. The refund is short $294.53 as it was prorated and not fully refunded as it should have been due to fraud. The reduced amount and delay in mailing the refund may be indicative of cash flow challenges. Ernesto committed to provide a breakdown, but did not. It should also be noted that there has been a massive turnover of management at Libertyville Happy Hyundai including General Manager, Sales Director and Finance Manager.
Service ineptitude, paperwork fraud, management lies, broken commitments and dealership delayed refund. This is my experience with this dealership.
SF
SUSAN F.
Lake Villa, IL
08/11/2024
0
Catégorie : Sales
Worst Experience I have ever Had at a Dealership
I went to Happy Hyndai of Libertyville over 2 weeks ago in search for a Used Car. My interest was STOCK # 26188A, 2022 Tucson, the Car was at Oak Lawn Dealership. I asked to see this car, I gave them my Information and what I had to trade in and I was coming in with a Cash Offer. At first they only offered me $13K for my trade but I was hoping for a liitle more, I had a 2019 KIA Sorento with less then 63K miles. The Sales Rep I spoke with, Piotr had to converse back and forth with the GM. I left thinking that maybe they were going to work with me. After calling the dealership for several days, The GM Carlos finally called me after leaving several messages and emails. He offered me $14K and I said OK lets bring the car here for a test run to see if I liked the car. Piotr tried his best to get me into a later year car and less $ due to the fact I was only offering a certain cash offer, A car that was on their LOT. I actually went up on my Cash Offer because I really wanted to test drive that CAR. I tried calling and left several messages for someone to respond until finally Piotr called to inform me that the Car in Oak Lawn had been SOLD. I was disappointed that this dealership played this game with me only to find out that the Car was NOT Sold and in fact it is still listed on their WEBSITE. I also Called Oak Lawn to verfiy. I then proceeded to call Piotr back to ask why he lied and he immediately said Oh what, Your Kidding Me! Let me talk to my GM Carlos and get back to you. This all took place on Friday 8/9/2024, to this day No Return call from either Persons. I therefore called Gregory in Highland Park, went there Saturday and Drove out in My NEW TUCSON with NO Questions, No Haggle and I got what I wanted. They gave me 14K for my car and I Drove Out of there in the car I wanted with NO MONTHLY CAR PAYMENTS! Best feeling ever!
So Would I Refer Libertyville Hyndai, NEVER, NEVER, NEVER! They only want to sell you a CAR on their LOT ONLY, from I what I understand! They Lied to me and I am sure have LIED to others! No My thoughts were if they didn't want to sell me a car then just tell me, No Communications what so ever! My MOney is Good anywhere Else but THERE! WORST EXPERIENCE EVER!
KS
Kenneth S.
Grayslake, IL
06/27/2024
0
Catégorie : Sales
HI PRESSURE SALESMAN!
Watch your add on's by this dealer! I have never had a worst dealer ever to deal with! The salesman with crap that I can not sell the car without this! First car i got brand new was 1965 Mustang and I have had a dealer like HAPPY! Kept their car 6 months and got rid of it! YOU GET A COPY OF YOUR DEAL ON A FLASHDRIVE! MAKE A PRINT COPY AS SOON AS YOU GET HOME!
DS
Donald S.
Mchenry, IL
03/30/2024
10
Catégorie : Service
Service Visit
Once again the team at Hyundainwas great.I took my 2020 Kia Sedona in because my dealer switched personal, didn't know them. I called and Eli told me to bring in on Sat,which I requested
Short notice but the were very accommodating.Oil change,tire rotate ,front brakes .Work done well,but they were careful with my wheels,aftermarket, black..no damage..not a scratch when it went in or when it came out.I appreciate the detail,and kindness of the team.Hats off to Gerard,took great care of me .This is my new service dept .I definitely recommend this shop !!
RS
Ronnie S.
Chicago, IL
07/24/2023
10
Catégorie : Service
Friendly service!
Service writer Alexis,
Friendly courteous knowledgeable! They said it would be done in an hour and a half and it was almost to the minute the work was done properly and I walked out of there very pleased. Alexis walked me to my car she was very informative very charming she did her job very well. Would not hesitate to use Libertyville Hyundai again in the future.
SS
Scam S.
Harvard, IL
05/23/2023
0
Catégorie : Sales
Scam
They scam you into getting extra warranties and all this stuff. My fault for not getting quoted by other dealerships beforehand. I was quoted anywhere from 6 to 7k less out the door than what I purchased my car for from other local Hyundai dealership. Very unfortunate that David G allowed this to happen and then tried to play the whole we both black so we take care of our own bs. Finance guy was just as bad. Lesson learned. Never will I reccomend or return to purchase another car from them. At the end of the day he's just another dishonest, non transparent scheming sales guy. And I'm sure you wonder about all the 5 star reviews, well before you leave the dealership they beg and beg for a review and even offer a free gas tank when you want for a review. These reviews are bogus and if you notice they are not even accredited on the Better Business Bureau. You've been warned.
RR
Ron R.
Lake Zurich, IL
05/15/2023
10
Great Place to Buy a Car!
Everyone at Happy Hyundai was extremely helpful with my new Hyundai purchase. Salesman David Gayles went the extra mile (literally) to get the vehicle of my choice. Fantastic service, friendly people, and a great deal. Stop by Happy Hyundai and see David G if you are looking for a Hyundai to call your own. You won't be disappointed!
GI
Gheorghe J I.
Chicago, IL
05/06/2023
10
Catégorie : Sales
George I.
I had a good experience buying a car from Happy Hyundai Dealership.David J.Kubin was helping me with my purchased.He was friendly and professional.Thank you David!
NB
Nick B.
Bloomington, IL
05/01/2023
0
Call prior to make sure call is there there.
My girlfriend and I called last Friday night about 5pm to look at a CR-V the following day, made an appointment for 9am that Saturday (earliest we could get as they open at 9.) Sometime between our phone call at 5pm or so and their closing time at 9pm that day, the car was sold and they never reached out to warn us. We drove 50 minutes one way, for the sales rep to be unsure if they sold it, and after waiting another ten minutes, came back and confirmed it was sold.
KK
Kamran K.
Mundelein, IL
01/12/2023
0
Catégorie : Sales
Double check the figures before signing
I along with my daughter visited Happy Hyundai dealership to buy a car. We settled the price with the manager after one thousand discount offered to $17621 i.e. 331 per month bank payment. After two hours wait for paperwork to complete, I left with her baby as it was getting late at night and her baby was not comfortable. It was her first time at a dealership and I was anxiously waiting to see everything done in front of me.
The finance manager called her around 10 pm to sign the paper work. He deceitfully got her consent to add two extended warranties. Actually, he fraudulently added 299 for dealer additions, few more hundreds for some unknown things. and two warranties for 5000. The total was cooked up to almost 25000 dollars.
Today on January 12, 2023 (very next day) I called Bank of America at 9am, the financing company, to inform them that they are not supposed to release the money until we settle with the dealership. Later this evening I visited the dealership. The manager told that they did not send the paperwork and they were willing to make another one. After few minutes he said, we will use same paperwork but you will get the amount as paid on first bill.
I am writing this comment for any future dispute over this matter and a caution for others.
Thank you
CF
Cayla F.
Buffalo Grove, IL
10/08/2022
10
Catégorie : Sales
Thank you David!
Went in with my mom to buy my first car (22 y/o) and talked with David G. Test drove a car and left, thinking I’d be back in a few days. I didn’t expect to go back that same night and come home with the car. David G was so extremely helpful and excited to help us, he made a potentially stressful event into something very enjoyable. He is wonderful!!
JJ
Joseph J.
Round Lake, IL
08/05/2022
0
Catégorie : Sales
NOT A VERY HAPPY HYUNDAI!!!!!!
On approximately 8/2/22, I saw on Libertyville Hyundai website a 2023 Santa Fe Calligraphy Stock # 24096 for MSRP:$45,715.00. When I arrived in the showroom I was approached by Sean (Salesperson) and he asked what I was in the market for. I told him I was interested in the 2023 Santa Fe Calligraphy which he said was on the lot. Sean took me outside to show me the vehicle. As I was looking at the vehicle's window sticker which showed the MSRP as $45,715.00. Sean saw me looking at it and said that the vehicle price was $50,000.00. I asked why it went from $45,715.00 to $50,000.00 and he said it was because of the amenities which they added to the vehicle but he could not tell me what those amenities were. He asked me if I wanted to test drive the vehicle and I said no because I was at another Hyundai dealership and test drove a Santa Fe there. Sean said I could not tell the finance guy that because then he would not process the paperwork .(Don't know what this meant)
I told him that I wanted to trade in my 2015 Chevy Camaro LT which had a RS package and we went to look at it. I informed him that the right front fender had some damage to it and I had an estimate from a body and fender shop to repair it for $1038.00. He said the damage was more than what I told him the estimate was but he was not an auto body guy so what would he know (Then why would he say this !!!!!!!!!!!). He then took pictures of my vehicle and said he would get it appraised. He came back and said that my vehicle was appraised in the ball park of approximately $21,000.00.
He was trying to close the deal and wasn't doing so well and said he would be right back.
He returned with his boss (Luke) and Luke told me that my trade in (2015 Camaro) was now appraised at approximately $18,500.00. I asked why it went from approximately $21,000.00 to approximately $18,500.00. Luke said the $2,500.00 would cover the repair cost of the damage. I told Luke a body repair shop quoted me at $1,038.00 for the repairs and he would not reply. He just said that was the final appraisal and would not elaborate. Luke then told me that they could finance the vehicle for 84 months at $460.00 per month but I told him that was too much. To add insult to injury I was wearing a Viet Nam Era base ball cap and he asked me if I was a veteran. That really stung!
I was really not impressed with Sean or Luke because they both seemed incompetent and it seems that they made things up as they went along. They could not answer my questions or give me a sensible answer for there responses.
P.S on this date (08/095/22) I went back to Libertyville Hyundai web site and it still showed the Santa Fe Calligraphy Stock # 24096 for $45,715.00. If the vehicle's new price is $50,000.00 then WHY hasn't this been updated.
KA
Katherine A.
Grayslake, IL
06/29/2022
9
Catégorie : Sales
Great customer service
We had an excellent experience with Marlon Perez. It was our 4th dealership visit that day. Hyundai was the only one with any cars available. Marlon may not have known what cars were available but once we chose one he knew every button. We were extremely pleased with the customer service and love the car. Thanks!
KW
Kevin W.
Lake Forest, IL
06/17/2022
10
fast and smooth buying expierence
I went in with a truecar offer they honored it and set me up with salesman James Calka, he was great everything went very fast and smooth. Best car buying expierence ever.
RJ
Rod J.
Grayslake, IL
06/01/2022
10
Catégorie : Sales
Sales experience was excellent - pressure free.
I give high marks to Matthew C. He was a pleasure to work with. He is a real benefit to the dealership.
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The sale paperwork could not be completed by Finance Manager Mike Cavanagh as the system was down. Enough paperwork was manually prepared to allow for possession of the vehicle. Adding an extended warranty was discussed at that time. I requested the addition of the warranty later that afternoon through Devon.
6/29 – 7/2 An intermittent error message “Shift to Park” appeared several times. The vehicle was in Park and would not shut off until shifted into Drive and back to Park several times.
7/3/2024 Devon texted and called to state the system was up and I had to come in that day to sign the paperwork. I was unable to do so, Devon came to my house. I signed the paperwork. The warranty was not included as requested. I decided to purchase that separately to save on interest. I showed Devon a video of the “Shift to Park” error. He said he would add it to the service order.
7/15/2024 Purchased warranty directly through Mike Cavanagh. It was illegally backdated to 6/25/2024. Further, it was never disclosed as being intended for use only at Libertyville Happy Hyundai unless several conditions could be met in advance.
7/15/2024 Emailed Service Manager for update on scheduling service. I received a phone call from the service dept on 7/18/2024 to schedule service on 7/25/2024.
7/18/2024 Lienholder on traded vehicle was paid off 23 days after sales transaction of 6/25/2024.
7/25/2024 Vehicle was checked in for ‘service lights on dash (Shift to Park), license plate bracket and paint’. I showed a video of the gearshift issue to John Verschelden, Service Advisor. John also took pictures of the chips/clumps to be repaired.
7/26/2024 I received a call indicating service had been completed. That was not the case. Upon arrival at the dealership, I found the license bracket installed. but they were unable to duplicate the shift to park issue. The paint chips/clumps were not repaired. John looked at the vehicle and couldn’t explain why not. He retrieved the Used Car Manager, who stated we don’t do paint work on used cars. This is a blatant lie. After further discussion, he retrieved Sales Director Alan Tapper who briefly examined the vehicle and said we don’t do paint work on used cars. This is a blatant lie. After further discussion and extensive delays, Alan excused himself to retrieve his paint specialist who was working on used vehicles elsewhere on the lot. He looked at the chips/clumps, advised he could complete the repair in about 20 minutes and Alan had salesman Devon Brown scheduled paint repair service for 7/31 at 11am. At that time, I asked Devon why it took 22 days to pay off the lienholder on the traded vehicle and why that vehicle (which had already been sold) was still in my name after 30 days. Devon said the system is still down. This was a blatant lie. He advised me on 7/3/2024 by text and voicemail that the system was up.
7/31/2024 Paint chips/clumps were repaired. It took 3 hours to complete a 20-minute job. I watched the paint specialist drive into the lot an hour after my scheduled appointment.
7/27-8/26 Continued intermittent ‘Shift to Park’ error messages preventing the vehicle from shutting off and getting longer in duration. I found GM was fully aware of the issue and had issued Technical Service Bulletin 23-NA-119 on 11/23/2023 to replace the gear shift assembly on affected vehicles. This was a known issue and Libertyville Happy Hyundai should have completed the recommended repair during 7/25-7/26 service. It is reasonable to conclude the car was traded to Happy Hyundai because of this issue, Happy Hyundai was aware of the issue and sold the vehicle without first repairing it to save repair costs.
8/20/2024 Service appointment made for gear shift assembly replacement.
8/27/2024 Gear Shift Assembly replacement was completed. There have been no further occurrences of the ‘Shift to Park’ issue.
11/16/2024 Registration finally received from Happy Hyundai nearly 5 months after purchase.
11/21/2024 I emailed Devon Brown to offer Libertyville Happy Hyundai an opportunity to make things right. Devon, who is now A Sales Manager, responded via email, ‘Thank you for giving us another chance’. I then spoke to him by phone explaining I was interested in retiring my loan, cancelling the extended warranty and leasing a new vehicle within specific payment parameters. Devon indicated he would have much better incentives in December and would be able to put it together then.
12/26/2024 Emailed Devon Brown to let him know I would like to take advantage of the greater incentives and complete a lease. He replied, “… it is the end of the year we are running some super aggressive deals for our repeat clients i will be able to help you…” This was at 9:21am. He phoned at 10:31am and said he was unwilling to honor his commitment, and the payment would be $125/month more than previously discussed.
2/15/2025 Requested cancellation of service contract due to the fraudulent backdating of the contract. Cancellation was processed by Sales Manager Ernesto Perez as a result of “informing us of this contract issue”. The administrator indicates on its website that it takes 5-10 days to process and send cancellation to dealer to issue immediate refund.
3/5/2025 Requested update from Sales Manager Ernesto Perez as to refund after 18 days.
3/6/2025 Sales Manager Ernesto Perez advised the check will be cut and mailed 3/6/2025.
3/11, 3/12, 3/13/2025 Sales Manager Ernesto Perez again stated check was cut and mailed 3/6/2025. Sales Manager Ernesto Perez lied 4 times about the check being mailed on 3/6/2025.
3/15/2025 Check dated 3/6/2025 but postmarked 3/13/2025 was received. The refund is short $294.53 as it was prorated and not fully refunded as it should have been due to fraud. The reduced amount and delay in mailing the refund may be indicative of cash flow challenges. Ernesto committed to provide a breakdown, but did not. It should also be noted that there has been a massive turnover of management at Libertyville Happy Hyundai including General Manager, Sales Director and Finance Manager.
Service ineptitude, paperwork fraud, management lies, broken commitments and dealership delayed refund. This is my experience with this dealership.