Gateway Hyundai, Inc.

Review: A schedule oil change was not honored. AS there was a long line of cars in the service area, I inquired how long it may take for my scheduled oil change. I was told it would be about an hour. 45 minutes into the wait time, the car still had not been pulled in for the oil change. I was then informed that people walk in for oil changes. My car oil change appointment was simply put into a queue and scheduled times are not honored over walk ins. They advertise oil changes as Express to get you there. EVen with an appointment, there was nothing express about the service as it was projected to take nearly two hours. WHen I made an inquiry about why my car not been pulled in yet, they informed me that there was still another car ahead of me and that it MAY be done by 1200. I had another appointment at 1200 and had to leave. So I waited for almost an hour to get serviced and then probably bumped by walk ins. So why even take appointments for oil changes when all oil change services are simply put into a queue for first come first serve. Mconsumers need to know that appointments for oil changes are not honored and that there is not metric to measure what an Express service is. It is false advertising when a scheduled Express Service could take over two hours.Desired Settlement: That they stop providing appointments for oil changes that they can not honor. OR call the customer to let them know that they can no longer honor your appointment time and that the service should be rescheduled. OR stop calling them express services. They do a lot of upselling for services that significantly impacts other timings they have committed other customers to. Service times should be managed and not simply passed along as a customer service "uncontrollable circumstance."

Business

Response:

My apologies for the not getting to your car within the promised time. While rare, we sometimes do get backed up. I can assure you we do dozens of oil changes daily within an hour or less. Please call me at your convenience and I will gladly do you next oil change at no charge for your inconvenience. My number is [redacted]. Sincerely, Ed N[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and if the organization elects to allow walk-in services over scheduled appointments, they would need to change their marketing an not advertise "express" oil changes. If they were so backed up as management indicates, I should not have been given a false hope of getting serviced in less than an hour. If the company does not perform as established in their performance metrics in an hour or less than the scheduled time, I will get back to you at: [redacted]

Regards,

Review: I want to address an issue I think I could've got more support on for a recent purchase made at Gateway Hyundai involving a [redacted] purchase. [redacted] was my carsalesman and was great. The part I'm severely disappointed in is the interest rate received after an initial acceptance for me versus for me and my wife. [redacted] mentioned he got me an acceptance with [redacted] at 15.51 APR. Then came back to me saying he got me a 17.95 APR with Regional Corporation. A difference of $4,963.68. I initially read over the paperwork given to me by [redacted], however the secondary paperwork was slightly overlooked given I just signed the[redacted] paperwork 20-30 minutes prior. Reason I didn't look more intensely is that[redacted] said it'll just go up a little bit. Fast forward to when Regional was asking for more information about my loan and I saw the instructions about setting up an allotment where the amount of my payments were $920.00 a month for 72 months/6 years. Also, I received a fair trade offer that I feel could've been more. I received $7,000 for my [redacted] when it's worth more than that, even listed on the Gateway website for $11,938. It doesn't help that this feeling of buyers remorse was met with a [redacted] estimate that I could get the same car at another Hyundai dealership ([redacted]) for $5,000 cheaper. I think Gateway could've went back on the loan of $920 to the former approved loan. However, since they secured the deal, I feel that I became victim of the goal of selling 200 cars a month to customers. I feel that my purchase was hasty, but at least I could've received a return call earlier versus now close to 2 weeks since my purchase, which I feel is still early enough to re-negotiate.Desired Settlement: I would like to go back to the loan offer initially offered without my wife's name. If not, then I want to turn in the [redacted] with less than 500 miles and get back my [redacted], which I see is on sale for $4,000 more than what I received as credit for my trade in. My car payment was $373.10 exchanged with a car payment enough to buy a mortgage, which or 2-3 car payments (based on my $373.10 payments on my [redacted] trade-in.

Business

Response:

[redacted],I am sorry to hear you are unhappy with the interest rate on your car loan. My staff exhausted every effort to get you a lower rate but in the end Regional Acceptance was the only bank that approved you. The [redacted] rate you mentioned was not a final approval as [redacted] would not allow you to trade your wife's car without her on the loan. Their final call was to not approve the loan. We do our best to secure the most favorable terms for all our clients, in your case Regional was it. I will suggest that you establish a year of so of timely payments and then explore refinancing. I think you could get a improved rate if this happens. In regards to returning the car, that is not an option as your trade was paid off and our contract is with the bank. As you mentioned, [redacted] works very hard for all his customers and does his best to give all his customers a good deal. I will offer as a gesture of goodwill and a thanks for your service to our country a three year maintenance plan for the [redacted] at no cost.Sincerely, [redacted]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed

I understand, but please make sure your personnel are just as upfront as [redacted]. This reinforces and keeps me motivated to overcome financial difficulties while deployed to [redacted] and [redacted]. I will remember this poor deal for a long time. I appreciate the maintenance offer, however I will not be able to use the 3 year maintenance as I'm moving to [redacted], [redacted] in [redacted]. Is there a [redacted] partner in that area that it can transfer to? It's not wally feasible to drive 2 hours to come up. Thank you.

Regards,