Napleton's Valley Hyundai

Napleton's Valley Hyundai responded

Dan, I first off want to apologize for my store not providing you with the proper level of service I promote and you deserve. It sounds like we dropped the ball repeatedly even after you gave us opportunities to make things right. I am embarrassed of the actions of my employees and take full responsibility. I get angry when I receive bad service over a $20 lunch so I can only imagine how you feel with horrible service while making a major purchase. It's supposed to be a fun exciting purchase, not a frustrating experience. I am truly sorry that you feel this way about my store. It really bothers me on a personal level and I'll do what I can to make it right. When you have time, I would really like to talk so I can get the whole story about what happened so that I can reprimand the correct people and put in processes so that it never happens again to another customer. You can reach me at 630-851-2500 ext 101 or you can reply to this email or email me directly at brian@napleton.com Again I'm very sorry about what happened here. I truly hope our poor level of service does not alter your view of the Sonata or Hyundai. It's a great car and I hope you enjoy it. Thanks, Brian Napleton Owner - Napleton's Valley Hyundai

dan5800 responded

Brian, I've been around the block and have purchased at least 15 cars for myself and family and this was a really bad show of professionalism. Actually when I think about some of these things I would swear they were done deliberately. This should have been the easiest transaction for your dealership. I come prepared. I know exactly what I want and with what options. All the pricing is agreed upon prior and I bring in a check for the purchase because I got better financing. You can't get much easier than that and I am not overly picky. I just expect to be treated fair. I don't need to leave an establishment feeling like a million. Just fair. What's truly troubling is the sales department knew my wife was also looking to buy a new Elantra and if I received this kind of treatment I don't want to know what happens to someone only buying one car. I don't want to get into every detail because I'm trying to forget this situation. Below are the highlights of what I emailed and experienced with Boris Cvijetic, Michael Hall, Joel Adames, Mark Bisciotti and Rich Hosmer. 1. The car was not prepped at all. I understand not washing the outside due to the cold weather. (the outside was clean)There is a film on the inside of the windows, the plastic isn't completely removed from the interior. The inside was never even wiped down. 2. There were no floor mats provided at delivery. With all of the snow we didn't even get paper mats until the ones owed to me were in. 3. There were no owners manuals provided at delivery. 4. The battery cover was laying loose in the trunk and the positive connection cover wasn't fastened. The car was obviously jump started prior to my arrival. 5. The Pre-Delivery Inspection form was never completed. I have the blank form. 6. The Customer Delivery Checklist was not completed. 7. It took a full week to get Blue Link and Assurance activated. After my 3 calls to Blue Link it was determined that I needed to return to the dealership and have Boris enter all of my information into the website. If I didn't push it still wouldn't work. 8. Please See Boris - I got my own owners manuals and standard floor mats until the all weather mats came in because I didn't want to wait. So after my expressing the above to James Douvas, I get a response from Michael Hall who gives me his song and dance and turns me over to Service Director Joel Adames. Joel seems nice, apologizing, almost sounded embarrassed and agrees to take care of it all for me. I make an appointment to come in on Monday the 17th. His email response was "It will be my pleasure to do so. I have my staff getting it everything ready as we speak".. I arrive and tell the advisor that I made an appointment with Joel to take care of my car. After 5 mins the advisor comes back and says Joel is busy, what is it that you need done? Now I'm thinking if I was Joel I would have ran my tail out to meet that unhappy customer that I managed to get to come back, take one for the team and fulfill that promise of great customer service. But that's me. Any way, I tell the advisor about the car never being prepped and it never had the final inspection before customer delivery. He says it won't take terribly long so I say I will wait. I'll save you the loaner and then I also don't have too come back again for the pickup. 1-1/2 hours later they tell me all the fluids were topped off, the vehicle was looked at, it is ready and parked out front. When I see the car I am a little surprised that it's not clean on the outside but thought it's freezing out and that's why they didn't wash it but at least the wheel locks are on. I get in the car and no floor mats. They are still in the trunk, they went in the trunk to get the wheel locks and the inside has been untouched, plastic still hanging. As I stated in my review, I was so mad I am very glad that I didn't choose to go back in. I would have regretted saying or doing something not very nice. So now I have gotten the promise from Michael and Joel that my car was to be be taken care and would be in A+ condition when I pick it up but, oops again it was not. In addition, I told Michael Hall the week prior that I wanted to cancel the Safe-Guard services of Key replacement, dent and ding repair and windshield replacement because I can buy these from anyone and at this point I did not feel that Napleton's had earned this business from me. Why should you make the markup and treat me like crap? He told me Mark Bisciotti would handle this refund for me. Mark actually called me at home one evening to apologize and said he would be glad to take care of this. All I had to do was bring in my receipt so they could put the amount back on the original credit card I used for the purchase of those said services. I told him I would be in on Mon the 17th at 9 am having the car completed so I would come find him and take care of that. When I get there Mark isn't available and I am given to Rich Hossmer who said "no there is no credit card refund, you'll receive a check from us. If you don't get a check within 3-4 weeks give me a call". Nice. I sure am glad I made arrangements ahead of time. The last item on my list is one that I would really like an answer from you on. I buy the car from Napleton's on Feb 1st. I bring a check with me for the entire amount from the Pentagon Credit Union. That check cleared on Feb 6th. To me at that point the deal is done...paid for. So why does Napleton run a credit check on me on Feb 14th, two weeks after the fact? I could see someone doing it on Feb 1st because what if the check doesn't clear? Is your Finance Dept that slow to do it two weeks later or was it done for another reason? There was no reason at that point to run one so I can only assume it was for personal reason. So now you have a much shorter version of pretty much the whole story and from this you should know exactly how my wife an

Napleton's Valley Hyundai responded

Dan, It was a horrible experience. You're right, you are the easy customer that we wish we had more often, but we did everything wrong possible and I totally understand why you would be frustrated. Again, I'm sorry it happened. It seems like Boris went against protocol and sold you a car that just got off the delivery truck and had not yet been PDI'ed. All the initial problems resulted from that. That has never happened before and I can't understand his reasoning behind it. It's not how we do business. I'm sorry that you were the exception. You are 100% correct with Joel. He should have been hands on and with you during the process. If he had, he would have seen the condition they were going to deliver your car and made it right. Screw ups happen, but when they do it's up to us to make sure they get fixed immediately and properly. We did not do either which makes the frustration level go up exponentially. I don't know if I would have had your patience in that moment and been able to control myself enough to not go back in and unleash my feelings. I talked to Mark today, he is trying to contact you to issue the refund on the credit card. He just needs the number and he will issue the refund. I don't know what Rich was thinking when he talked to you. He should have made that right at that instant. He is off today, but will be in my office first thing tomorrow. He is also the one that looked up your credit on the 14th. I, like you, cannot figure out why. I will find out first thing in the morning and update you. Boris, Joel and Rich will all be written up on this manner. My family has been in business for 83 years and have sold cars to over 650,000 people. We pride ourselves on customer service and flat out did not do our jobs on your transaction. I am very sorry, I am very embarrassed, and I wish you all the best. I will email you again tomorrow once I hear from Rich. Brian Napleton

dan5800 responded

Brian, Thank you for your honesty and I look forward to your response after hearing from Rich. Thank you, Dan Bethel