Napleton's West Palm Beach Hyundai

Worst Customer Service Experience EVER -- Go Somewhere Else As a University Administrator in my own rite, I deal with various levels of administration from leadership down to front-line staff every day. It is a As a University Administrator in my own rite, I deal with various levels of administration from leadership down to front-line staff every day. It is appalling to witness an employee, Gene Khaytin (General Manager) to behave in such a manner. I recently moved from New York City to south Florida, and was really excited about finally owning a car. So as any informed customer, prior to this visit, I have done a lot of research on the Hyundai model and was eager to check out the Hyundai cars on my list. I read reviews, and it seemed that this dealership had a legacy of excellent customer service, sales, and service. On Tuesday, November 21, 2017, I drove from University Park, Miami to West Palm Beach Hyundai (~84 miles / 1 hour, 45 minutes) only to arrive about 30 – 45 minutes before the dealership closed. I walked aimlessly into the lobby area and after about 10 - 15 minutes a female employee finally approached me. The employee informs me that there are only two salespeople, and they are dealing with customers. I let her know that I completely understand that they were about to close and that I just want to look at the inventory to narrow down my list. I walked around in the parking lot looking for the cars that I have found online, and then after about 20 minutes I returned to the lobby. I ran into the female employee and (as if she did not remember me) she asked if I have been helped. I said I am pretty sure I spoke to you earlier, but I just walked the lot and would like to come by the next day to hopefully test drive and purchase a car. The female employee, who turned out to be the General Sales Manager, Lynn kindly gave me her card and tells me to set an appointment. I then leave the dealership. The next morning (11/22/2017), I completed an online pre-qualification inquiry. Immediately, I was contacted by Credit Analyst, Taylor William who informs me that I qualify; however, I have to visit the dealership to go over the details. I informed Taylor that I am traveling from my job in southwest Miami (~84 miles or 1 hour, 45 minutes away) and that it would take some time for me to get there. She confirms that the dealership will be open until 9pm. I confirm that I will be able to get there by 8pm, but in the meantime, we can e-mail back and forth to narrow down the cars I am interested in discussing and buying. Throughout the day, Taylor and I e-mail each other until we narrow the cars down to three models that I am interested in moving forward with. Later that evening, I quickly drive from Miami to West Palm Beach after work. As confirmed, I arrive at the dealership 15 minutes before my 8pm appointment with printed pre-approval letters, pay stubs, identification, etc. I get to the door, and it is locked. It is 7:45pm and the dealership has published store hours from 9am to 9pm; however, the doors are locked. You can imagine my dismay. I noticed someone inside and knock on the glass to get their attention. The employee lets me in, and I tell him I have an appointment with Taylor to buy a car. The employee tells me that Taylor has already left for the day. I inform the employee that I just drove almost two hours for this scheduled appointment and this is my second time visiting the dealership. The employee searches and finds a salesperson to assist. The salesperson was very informative and down-to-earth. Within 5-10 minutes of going through my list in the lot, we were able to get it down to the 2016 Hyundai Sonata. I tell the salesperson that I would like to test drive it. The salesperson and I head over to the lobby area and as I enter the lobby, the employee that unlocked the door, hands me a form. He hurriedly tells me to complete the application so that we can enter you into the “system.” So, I am thinking “what system?” As we are walking to the receptionist desk area, I review the form and I ask, “is this a credit application?” The employee confirms, and I look at him confused. Why would I complete a credit application and receive a hard inquiry, but not test drive the car? Or, check the carfax? I tell him that I am not completing this application until I test drive the car. Then, we get to the desk and the General Manager (GM), who does not introduce himself as the GM or by name, arrives. He is dressed in a t-shirt, shorts, and flip flops. I was under the impression that he was a customer before he sat down at the computer. Without hesitation or introduction, the GM aggressively informs me that the “dealership is about to close,” “it is the day before Thanksgiving,” “we have to go home,” “we have families,” “I am the General Manager,” and then casually lies, “we have been closed over an hour ago.” It is around 8:20pm. Words cannot clearly express the surprise I felt on the other side of the desk—in front of three of his other staff members. I was taken aback by the tone, disrespect, and lack of professionalism. I professionally informed the GM that I disagree with the hostility in his voice, this is my second traveling from Miami to visit the dealership, I am not to prematurely secure an auto loan without test driving the car, I came very prepared to buy a car to cut the time down, and I talked to and scheduled an appointment with the General Sales Manager and Credit Analyst. Frustrated, the GM shouts at the salesperson and ask him for the details of the car I was looking for. Annoyed, he goes to the computer and begins to conduct a car search on the computer. Clearly awkward with the other staff members gawking at us, I wait for a few minutes and then inform the GM that this is not right, wished the staff a happy Thanksgiving, and left the dealership. It was a waste of time and energy for both parties. The GM never gave me a formal introduction. Not even an attempt to apologize. I was shocked, insulted, embarrassed, and disappointed to have been treated this way and believe you should be made aware of your employee’s actions. Knowing that it was the day before the holiday, I really tried my best to be accommodating to the dealership by being prepared to finance and following the dealership’s procedures by scheduling an appointment. This has ruined my first car buying experience. I trust that this is not the way that Ed Napleton Automotive Group does business. More

Perfect So friendly and trying to help us in every point, we stay long time but this is the processing they take care for all things we said and trying harder So friendly and trying to help us in every point, we stay long time but this is the processing they take care for all things we said and trying harder to let us be satisfied More

2018sonata This is the third or fourth car that I’ve purchased from Napletons it do a nice job the sales man Maurice was very nice and I enjoy dealing with the m This is the third or fourth car that I’ve purchased from Napletons it do a nice job the sales man Maurice was very nice and I enjoy dealing with the manager and the finance final list Dean and thought everyone was extremely friendly. Nice job would recommend it highly More

Happy customer Outstanding salesman. I would definitely return here and recommend Carlos to family and friends. Kudos to WP Hyundai for hiring a great professional. Outstanding salesman. I would definitely return here and recommend Carlos to family and friends. Kudos to WP Hyundai for hiring a great professional. I am a very satisfied customer and love my Santa Fe Sport. More

Lease Experience Our salesperson, Manny, greeted us upon our initial visit, listened to what we were looking for, and understood that we wanted time to think over the Our salesperson, Manny, greeted us upon our initial visit, listened to what we were looking for, and understood that we wanted time to think over the lease options. Once we returned to Napleton, Manny took time with us to come to the terms of our lease agreement, connecting us with the other managers, showing us the car features, and making sure we were satisfied with the end result. More