Pacifico Ford, Incorporated
Added on January 24, 2016, by Reviewer695136
Review: April 10, 2013
****** ****** **** ********** *** **** *** ************* ** ***** To whom it may concern:
I am writing this letter to you today in regards to the concerns that I have had with Pacifico Hyundai over the trade-in and purchase of a 2011 Hyundai Sonata on February 23, 2013. On Tuesday, February 19, 2013 I got a call from a representative asking if I would be interested in trading in my 2010 Sonata because there was an interested buyer. I had originally had an oil change scheduled for my 2010 on Saturday, I told the lady that I would possibly be interested.
On Saturday, February 23, 2013 I brought my car in and asked ****** who I was supposed to speak to about my phone call as there was supposed to be a salesperson that would come to speak to me. ****** arranged for me to speak to **** *******. **** showed us a couple of new cars and we informed him of what we were looking for specifically. He said that he had a car that he had just brought up to the front for another customer. We took a look at it and were sold; it was exactly what I wanted. **** informed me that the car had just had a full check up with an oil change and that the car had brand new tires and brakes just installed on the car. The whole process took over 4 hours as **** was working with myself and another customer who had came in about 30-45 minutes after we had already started to work with him. In this process of purchasing the car and trading in my 2010, I was told that my car would continue to be financed through Hyundai Financing. My car was sent to get detailed and when it came back, ***** (whom I brought with me) went to go check the car and move things from my old 2010 into the 2011. In this process he looked inside and said it wasn’t clean, it still had spilt food on seats and coffee stains on steering wheel. He told ****, and he had it sent back to be detailed again. When it came back, ***** went out to begin transferring my stuff over and found 2 handfuls of garbage that was found inside the car after being sent to the detailing twice. Upon arriving back and depositing the remaining garbage on ****’s desk (as he was not working with us but the other customer) ***** and I shared our disappointment with the cleanliness of the car. **** said that while we were back with ***** that he would clean it out.
I drove away with the car that day and on Sunday the 24th, we began to hear noises with the brakes, it sounded as if the rotors were making noises. ***** brought the car in on Monday the 25th so that they could fix the brakes. On Monday, March 18th there was a new sound that suddenly appeared on the car when I accelerated on normal city streets and on the highway. The sound came from the front right side of the car. Friday, March 22, 2013 ***** was driving my car and it stalled. He pulled the car off the highway and put it into park and attempted to turn the car off and then on again. Nothing worked. He then saw smoke coming out of the hood. He opened the hood and checked the oil and everything was fine as it relates to oil. I was out of town at the time and ***** and I arranged for Roadside assistance. The first tow truck refused to drive the car to my dealer in ************* The second truck charged ***** $52 for the tow. On Saturday March 23rd ***** arrived back at Pacifico to address the issues with the car (which was what an individual told him to do on Friday night when the car arrived at the dealership). When he arrived on Saturday he was told that no one would look at the car until Monday.
While ***** was at the dealership, I spoke to **** about my extreme disappointment in this total situation. Beings as though I had a car that appeared to be 100% fine and that all of the checks were done on the car. The only thing **** could say was, “I understand something similar happened to my wife.” At the time, no one wants to hear those things. I began to ask **** more about the service history of the car and began to ask for the car fax report on the car. **** said that he would arrange for me to get the car fax report on the car and let me know that I would have to speak to someone in service area to get the service records on my car. From my understanding when purchasing a car from a dealer, the car fax report should be provided with the car upon purchase of the car. Had I known I would be dealing with these issues on the car, I think I would have asked more questions prior to signing the papers.
I got a phone call on Monday March 25th from the Hyundai mechanic who informed me that it is the engine that the brackets locked up and they needed to take the top off to take a closer look. He also shared with me that they started by putting a new starter in, thinking that it would solve the problem, but it didn’t. So the gentleman informed me that he would keep me posted on my car and when things were ready. On Wednesday March 27th, I called **** to remind him to have those materials for me when I get back into town on Thursday, March 28th. He said that it wouldn’t be a problem and that he would have the documents ready for me.
On March 28th, 2013 I arrived to pick up my loaner car and to gather the papers that ****** had told me he would have available for me, and that **** told me he would personally have available for me. When I arrived, I asked to speak to ****, the gentleman at the desk informed me that today was ****s regularly scheduled day off. When I arrived in service, ****** had no idea what was going on and why I was there. ****** did not have papers available for me, told me that he would send them to me, but that he didn’t have anything. Mind you, it was early enough in the evening that he could have printed all of the documents out for me while I was there.
Upon arrival at home, I noticed I had a bill from *** ********, I had never heard of this company before and it was for a loan. I called (3/29 & 3/30) **** and ***** to seek information as to why I was receiving a bill from *** ******** instead of Hyundai, but there weren’t available at any time. I called ***** again on Monday, April 1, 2013. I called on a couple of occasions trying to touch base with her. I even called **** to ask him what was going on. **** was short and curt with me on the phone, said he had no idea what I was talking about and transferred me to *****’s voicemail. At that point and time I left her a message asking her to call me as soon as she can that it is important that I speak with her. This was at 2:30 pm on 4/1/13. On 4/2/13 at 4:30 pm, I still hadn’t heard anything from her and so I called her myself. I referred to the message that I left the previous day and that I had asked her to call me back and that she hadn’t called me back. She disregarded the fact that I had said anything and asked me what she could help me with. I work in education and every parent in my school is important to me and I have to give them the best customer service at all times, because that is my job. I have a requirement to call all parents back within 24 hours of a message being given, it is extremely disappointing that ***** disregarded my phone call and disregarded the fact that I acknowledged the fact that she didn’t call me back. In this phone call I asked her the all important question about why had she said that I was being financed through Hyundai and I wasn’t. She informed me that that company gave me the lower rate. Here’s where the major problem is….because it was stated by both individuals, **** and *****, I sent my car payment, prior to me leaving to go out of town, to Hyundai Financing. When I spoke to *** ******** they told me I still had to get a payment in as soon as possible. ***** gave me another number to contact someone at the financing department. Upon speaking to them, they informed me that yes they received my payment and that my account was closed. I asked how long it would take to get my payment back. She replied that it would take 10-15 days for them to process the check and send it out. Why is it that it takes that amount of time to send money back that doesn’t belong to them in the first place? Why would they accept a payment without an account being open in the first place?
It is now April 5th and I receive a voicemail from the Hyundai mechanic, “Pretty much car is looking good. Going to finish up, going to test drive, but pretty much should be ready. I’m pretty sure Monday you will be able to pick it up once test drive is done.”
On April 8, 2013 at 4:38 pm, I hadn’t heard from anyone about my car, and honestly I’m getting upset, as it doesn’t seem right that there is such a lag time between my car being fixed. I spoke to ******, he informed me that there was a small leak in a hose and that they put in an order for it that morning and that it would be ready to go Tuesday, April 9. I asked him about the Tow charge (back on March 28, he informed me that ***** would be contacting me to get information about the tow charge because I should have never been charged for it) as I hadn’t heard anything from anyone. He said that he needed to copy the receipt when I come in next. I asked him about my service records that he told me he would send to me in the mail. He informed me that it was sitting right there waiting for me when I pick up my car. Why is it that I am the one calling them? Why did I not get a phone call from them about my car prior to this point in the day?
It is now April 9, 2013 at 4:40pm and still no phone call…so again I call. Refusing to leave a message because by this point I’m so upset that my car isn’t ready and that I have been waiting this long to get my car. I inform the woman who answered the phone that I had to speak to ****** or the man who has been working on my car, as there is no reason why I didn’t have my car after nearly 3 weeks of it being in the shop. Unfortunately I was informed that my car was still not ready. That the last truck of shipments arrived and my part wasn’t on it. He informed me that it ‘should’ be ready tomorrow.
April 10, 2013….completely frustrated with the customer service, the run around, the lack of communication, I began to drive home from work. At 5:09 pm ****** calls to inform me that my car is ready.
The worst part, tomorrow is Thursday, and guess who isn’t working on Thursday? ****, I feel as if has been giving me the run around, to the point where I haven’t called to speak to him because of the fact that he was perfectly respectful and courteous when he was selling me the car. But the moment something goes wrong, it’s as if he throws his hands in the air and it’s not his responsibility. The same thing goes for *****, I feel, once she takes a customer through her part, joking around with the customer and talking with them through the signing of the papers, that she is hands off and doesn’t want to answer the tough questions.
My car was in Hyundai’s possession from March 22, 2013-April 11th (as I didn’t pick up my car after work today, because I would battle traffic for an hour in order to get there). That is unacceptable in every way shape and form. Hyundai also needs to develop a policy, or have their sales persons be more accountable for providing this, but car fax and service records need to be provided on all cars that are purchased through Hyundai. **** hasn’t followed through on this with me, and I’m stuck wondering what is wrong with my car? Where did it really come from? What else will I deal with down the road? I love my car, but I feel so much regret with purchasing this car because I fear that I will be dealing with issues for the long haul. I wish I hadn’t traded my car in, my old car was more reliable, sure it had more miles, and wasn’t exactly what I wanted (as I found that in my 2011 purchase)…but at least I didn’t have to have my car sitting in the shop for nearly 3 whole weeks to get an engine.
The problem is that I had to keep calling Hyundai in order to get an answer from them regarding my car. I feel as if I was never given a direct answer from anyone, but kept getting the run around just to get me off the phone. ***** has had an engine replaced in his car (a much older model of a *****) and the process of finding the engine and installing it took only one week to have it shipped, installed, and test drove. This has been the most frustrating process that I have ever been through with purchasing a car, and it honestly puts a bad taste in my mouth as it relates to Hyundai cars. With my 2010 Sonata I have never had any bad experience with the car. It was a wonderful experience; I was treated kindly every time I was dealing with. I have a much nicer car now, however, I will not be purchasing a car from Pacifico Hyundai in the future because of this experience that I have had with the employees at the Pacifico Hyundai. The only reason why I traded in and purchased a car through Pacifico Hyundai was because of the wonderful service that I received. I will not be referring anyone to Pacifico Hyundai for a new or used car anytime in the future because of the terrible customer service and lack of communication from the employees at Pacifico. Both ***** and **** completely disregarded my concerns once I started to have problems with my car, which is not customer service.
At this time I am requesting a meeting with the owner or general manager of Pacifico Hyundai.
I’m really disappointed and it’s imperative that the owner or general manager get into contact with me regarding the issues that I have had. It is very easy to spread negative experiences had with purchases such as cars on social media and blogs, I have refrained from speaking poorly on social media up until this point, believing that this issue will be resolved above and beyond what I would originally hope to be done. I don’t want to spread any negative stuff about the employees, service, or even Pacifico Hyundai, but if not contacted and things made right, I will begin to share more information with my friends, family, colleagues and so on through social media.
Sincerely, ****** ** ****** ************Desired Settlement: I do not want just anyone to call me, I want to speak directly to the general manager or the owner of Pacifico Hyundai as I believe it is necessary that they are aware of the employees that represent their company and their name. A change in policy or higher levels of accountability--to provide service records as well as carfax reports for all used cars purchased through Pacifico Hyundai.
Revdex.com of Metro DC and Eastern PA
10:19 AM (6 minutes ago)
---------- Forwarded message ----------
From: ****** ****** *********************
Date: Thu, Apr 11, 2013 at 6:25 PM
Subject: ID *******
To: "*************** ****************
I am writing to let you know that I was contacted by Pacifico Hyunday
this afternoon, and have already begun to get things settled with
Thanks for your assistance
**** ********** *** ****
************* ** *****