I am writing to formally share my recent experience with this dealership, which I found to be both misleading and distressing.
I had been in contact with Kevin regarding a 2023 Pre-Certified Hyundai Venue for my 16-year-old niece. We spoke frequently, and I made arrangements to travel from Austin to Carrollton with the intent of purchasing the vehicle. Unfortunately, what followed was a series of events that left me feeling deceived and disrespected.
Here are the key issues I encountered:
· Upon arrival to Lewisville and after notifying Kevin I was 30 minutes away, he was nowhere to be found. Staff falsely claimed he was on a test drive. I waited 30 minutes with no response to my texts.
· I witnessed another group viewing the Venue I had inquired about. When I mentioned this to another salesman, he dismissively told me, “If you didn’t put down a deposit, it’s first come, first served.”
· I left the dealership upset, only to receive a call from Kevin two hours later admitting he knew the car was being sold to someone else and had lied about the test drive. He told me the car was still available if I was still interested.
· I returned only because my niece was expecting the car. During negotiations, I was told I’d need to pay an additional $1,400 for the vehicle to be considered “certified,” despite its advertised status.
· After expressing my concerns about bait-and-switch tactics, the sales manager Terry eventually agreed to remove the $1,400 charge. However, I was then presented with an “As Is” form, meaning the car was not certified after all.
· I felt cornered between honoring my promise to my niece and accepting a deal that felt dishonest. I purchased an extended warranty to compensate for the lack of certification. I honored my niece by following through on my promise to get her a car, even under difficult circumstances. Her mother and I delivered the car to her workplace, and seeing her joy and excitement was the moment I had hoped for all along. She remained blissfully unaware of the emotional toll and deceptive circumstances surrounding the purchase, which I had endured alone.
· During my drive back to Austin that night, I was overwhelmed with frustration and regret over the purchase. Feeling misled and taken advantage of, I began researching how to cancel the deal. To my dismay, I discovered that the only option available was to upgrade to a 2025 vehicle.
· That evening, I received a call from my niece, who was distraught over a cascade of problems with the vehicle: it wouldn’t start, stalled repeatedly, the key fob was nonfunctional, one headlight was out, the door locks were inaccessible, the passenger window wouldn’t roll down, and the front license plate was missing.
· I called Terry and expressed my frustration with the bait-and-switch tactics, requesting an upgrade to the vehicle. He appeared indifferent and dismissive. I attempted to escalate the issue by contacting his supervisor, but no one was available, and my message went unanswered. No higher-level supervisor ever returned my call.
· On July 23rd, Kevin delivered the new vehicle and presented the updated contract. I had to specifically request proof that the original 2023 Venue contract had been cancelled, as I was concerned about potentially being held responsible for two vehicles due to the dealership's prior conduct. After signing all paperwork, Kevin made an inappropriate comment to my niece, stating that we were the most difficult buyers he and Terry had ever dealt with and expressing relief that the transaction was finally over. I was appalled by his statement. This experience has solidified my belief that Van Hyundai is the most unprofessional and deceptive dealership I have ever encountered. I intend to share my experience publicly to warn others about the unethical practices I endured. *
· Afterwards, I was never emailed the contract I signed, nor was I contacted regarding the additional $5,000 down payment for over a week. I made numerous calls to Van Hyundai, including to high-level supervisors and the accounting department, but received no response. It was only when Jeff Carrington reached out to ask whether I had paid the $5,000 that the issue was finally addressed.
This experience was emotionally exhausting and logistically disruptive. I trusted your dealership to provide a fair and transparent transaction, and instead I was met with deception and poor customer service. I hope you take this feedback seriously and address the practices that led to this situation felt coerced into putting down additional money to upgrade to the 2025 model just to make the vehicle financially attainable.
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I had been in contact with Kevin regarding a 2023 Pre-Certified Hyundai Venue for my 16-year-old niece. We spoke frequently, and I made arrangements to travel from Austin to Carrollton with the intent of purchasing the vehicle. Unfortunately, what followed was a series of events that left me feeling deceived and disrespected.
Here are the key issues I encountered:
· Upon arrival to Lewisville and after notifying Kevin I was 30 minutes away, he was nowhere to be found. Staff falsely claimed he was on a test drive. I waited 30 minutes with no response to my texts.
· I witnessed another group viewing the Venue I had inquired about. When I mentioned this to another salesman, he dismissively told me, “If you didn’t put down a deposit, it’s first come, first served.”
· I left the dealership upset, only to receive a call from Kevin two hours later admitting he knew the car was being sold to someone else and had lied about the test drive. He told me the car was still available if I was still interested.
· I returned only because my niece was expecting the car. During negotiations, I was told I’d need to pay an additional $1,400 for the vehicle to be considered “certified,” despite its advertised status.
· After expressing my concerns about bait-and-switch tactics, the sales manager Terry eventually agreed to remove the $1,400 charge. However, I was then presented with an “As Is” form, meaning the car was not certified after all.
· I felt cornered between honoring my promise to my niece and accepting a deal that felt dishonest. I purchased an extended warranty to compensate for the lack of certification. I honored my niece by following through on my promise to get her a car, even under difficult circumstances. Her mother and I delivered the car to her workplace, and seeing her joy and excitement was the moment I had hoped for all along. She remained blissfully unaware of the emotional toll and deceptive circumstances surrounding the purchase, which I had endured alone.
· During my drive back to Austin that night, I was overwhelmed with frustration and regret over the purchase. Feeling misled and taken advantage of, I began researching how to cancel the deal. To my dismay, I discovered that the only option available was to upgrade to a 2025 vehicle.
· That evening, I received a call from my niece, who was distraught over a cascade of problems with the vehicle: it wouldn’t start, stalled repeatedly, the key fob was nonfunctional, one headlight was out, the door locks were inaccessible, the passenger window wouldn’t roll down, and the front license plate was missing.
· I called Terry and expressed my frustration with the bait-and-switch tactics, requesting an upgrade to the vehicle. He appeared indifferent and dismissive. I attempted to escalate the issue by contacting his supervisor, but no one was available, and my message went unanswered. No higher-level supervisor ever returned my call.
· On July 23rd, Kevin delivered the new vehicle and presented the updated contract. I had to specifically request proof that the original 2023 Venue contract had been cancelled, as I was concerned about potentially being held responsible for two vehicles due to the dealership's prior conduct. After signing all paperwork, Kevin made an inappropriate comment to my niece, stating that we were the most difficult buyers he and Terry had ever dealt with and expressing relief that the transaction was finally over. I was appalled by his statement. This experience has solidified my belief that Van Hyundai is the most unprofessional and deceptive dealership I have ever encountered. I intend to share my experience publicly to warn others about the unethical practices I endured. *
· Afterwards, I was never emailed the contract I signed, nor was I contacted regarding the additional $5,000 down payment for over a week. I made numerous calls to Van Hyundai, including to high-level supervisors and the accounting department, but received no response. It was only when Jeff Carrington reached out to ask whether I had paid the $5,000 that the issue was finally addressed.
This experience was emotionally exhausting and logistically disruptive. I trusted your dealership to provide a fair and transparent transaction, and instead I was met with deception and poor customer service. I hope you take this feedback seriously and address the practices that led to this situation felt coerced into putting down additional money to upgrade to the 2025 model just to make the vehicle financially attainable.