My experience with Humble Hyundai in Texas
I generally don't talk about dealerships and vendors, but I have to make an exception in this case. I purchased a 2009 Genesis with 5K miles. I was told it was driven by the General Mgr., not titled, and it was "taken care off". Before I signed the closing papers, I checked the car one last time and found few chips on the fenders and rear bumper. Nothing major. I asked the salesperson if they were going to fix them and he said yes. He asked me to bring the car few days later so they could touch up the chips at the same time the car was being tinted by the dealership. So far, so good.
I dropped off the car and point out the five spots that I want fixed. The salesperson says that he will tell the service department to look all around the car for scratches and fix them. The dealership then gives me a loaner with the gas light on (i.e. no gas). The salesperson says, "just drive 45 miles and you will be fine". I come back the next day (loaner with 1/4 tank now), and the salesperson is gone. It is dark, so another salesperson gives me the keys. I leave. When I get home, I find that the car is filthy outside (was not washed). I also notice a brand new scratch (12 - 18 inches) and buff marks right on top of the hood (centerline). This scratch was not there when I bought the car or when I dropped it off. I also have pictures of the car when I brought it home, which show no scratches.
Long story short, I contact the salesperson and told him the issue. He does not deny anything, but instead says to bring the car because they will make it right. I bring the car to the dealership. The service department allegedly tries to fix it. After I show them that the scratch and buff marks were still there, they take the car back. The salesperson comes back, gives me the business card of a body shop and says that I need to bring it there another time. The General Manager comes with my keys and says that the dealership would pay for the body shop to buff the hood, not the car (I never asked them to buff the entire car). He also says that I bought a demo, with 5K miles, and got a reduced price. He said ..the car is black and that I should not expect the paint to be "crystal clear" since the car had been driven. He also said that I should have bought a new car. Hmm..the sales agreement states the car is "new", not a demonstrator (which is an option).
I bring the car to the body shop, they buffed the hood, but the owner said that the scratch was still there. I called the General Manager today and he said that they would not pay to repaint the hood, "not on a demo". He even suggested that "someone may have scratched the car in the parking lot at Church" (since I told him that I had only driven it for about 5 miles after I brought it home). Boy, better watch out for those church ladies...To add insult, he even said that I could not prove that the dealership service dept. damaged the car, even when I told him I had pictures of the car after it was delivered, which do not show the scratch. He said that maybe the scratch was there when I bought the car, but I did not see it. If it was there, why didn't they say that the car had scratches on it? I offered to pay $50 towards the repair, if they could fix it this week, but he said that he would only pay $100.
I know there are always two sides to every story. Perhaps, I was foolish enough to believe the salesperson when he said that the car was "taken care off" and they would fix the chips. Perhaps, the scratch was there when I bought it (though I seriously doubt it when you look at my pictures). But, whatever happened to customer satisfaction? A dealership that won't pay $300 (actually $250, when you considered that I offered to contribute), when a buyer spends more than $30K on a car? That is short-sighted and foolish. What do you think?
I generally don't talk about dealerships and vendors, but I have to make an exception in this case. I purchased a 2009 Genesis with 5K miles. I was told it was driven by the General Mgr., not titled, and it was "taken care off". Before I signed the closing papers, I checked the car one last time and found few chips on the fenders and rear bumper. Nothing major. I asked the salesperson if they were going to fix them and he said yes. He asked me to bring the car few days later so they could touch up the chips at the same time the car was being tinted by the dealership. So far, so good.
I dropped off the car and point out the five spots that I want fixed. The salesperson says that he will tell the service department to look all around the car for scratches and fix them. The dealership then gives me a loaner with the gas light on (i.e. no gas). The salesperson says, "just drive 45 miles and you will be fine". I come back the next day (loaner with 1/4 tank now), and the salesperson is gone. It is dark, so another salesperson gives me the keys. I leave. When I get home, I find that the car is filthy outside (was not washed). I also notice a brand new scratch (12 - 18 inches) and buff marks right on top of the hood (centerline). This scratch was not there when I bought the car or when I dropped it off. I also have pictures of the car when I brought it home, which show no scratches.
Long story short, I contact the salesperson and told him the issue. He does not deny anything, but instead says to bring the car because they will make it right. I bring the car to the dealership. The service department allegedly tries to fix it. After I show them that the scratch and buff marks were still there, they take the car back. The salesperson comes back, gives me the business card of a body shop and says that I need to bring it there another time. The General Manager comes with my keys and says that the dealership would pay for the body shop to buff the hood, not the car (I never asked them to buff the entire car). He also says that I bought a demo, with 5K miles, and got a reduced price. He said ..the car is black and that I should not expect the paint to be "crystal clear" since the car had been driven. He also said that I should have bought a new car. Hmm..the sales agreement states the car is "new", not a demonstrator (which is an option).
I bring the car to the body shop, they buffed the hood, but the owner said that the scratch was still there. I called the General Manager today and he said that they would not pay to repaint the hood, "not on a demo". He even suggested that "someone may have scratched the car in the parking lot at Church" (since I told him that I had only driven it for about 5 miles after I brought it home). Boy, better watch out for those church ladies...To add insult, he even said that I could not prove that the dealership service dept. damaged the car, even when I told him I had pictures of the car after it was delivered, which do not show the scratch. He said that maybe the scratch was there when I bought the car, but I did not see it. If it was there, why didn't they say that the car had scratches on it? I offered to pay $50 towards the repair, if they could fix it this week, but he said that he would only pay $100.
I know there are always two sides to every story. Perhaps, I was foolish enough to believe the salesperson when he said that the car was "taken care off" and they would fix the chips. Perhaps, the scratch was there when I bought it (though I seriously doubt it when you look at my pictures). But, whatever happened to customer satisfaction? A dealership that won't pay $300 (actually $250, when you considered that I offered to contribute), when a buyer spends more than $30K on a car? That is short-sighted and foolish. What do you think?
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