North Freeway Hyundai

Great Service This is the second time we purchase from Hyundai and again it was a great experience. Thank you so much for everyone's help especially Martin Frederic This is the second time we purchase from Hyundai and again it was a great experience. Thank you so much for everyone's help especially Martin Frederick, who helped us find what we were looking for. More

Very good The sales guy was very patient and informative. Took my 2014 Elantra in for an oil change and meet Mr. Eric he ask if I received the upgrade program i The sales guy was very patient and informative. Took my 2014 Elantra in for an oil change and meet Mr. Eric he ask if I received the upgrade program information. I told him yes he give me all the information and I told him I liked the Elantra but I no longer like the color red that I had. He saw that I got the gray Elantra. The 2016 didn't have the heated seated but I was ok with that. The finance manager was very nice and patient as well, he also helped me with my 2014 Elantra. More

Thank you My 5th Hyundai filed Bankruptcy last year and I'm @ 100,000 miles need extended Warranty or try and sell ! Always enjoy working w/ Ellory and his staf My 5th Hyundai filed Bankruptcy last year and I'm @ 100,000 miles need extended Warranty or try and sell ! Always enjoy working w/ Ellory and his staff More

Great Experience....Again! We purchased a Used Car in September for our daughter and were so impressed with the treatment we received from our salesman Howard, that we did not t We purchased a Used Car in September for our daughter and were so impressed with the treatment we received from our salesman Howard, that we did not think twice about returning to him to purchase our new car. We called and told Howard what we wanted, came out and he gave us a great price on the new car and our trade. Total time at the dealership..about 3 1/2 hours. Franklyn Adames in the Finance Department was just great. Dealing with the Finance Department is always a cringe-worthy process, however Franklyn really made it pleasant and as quick as possible. One of the best experiences we have had. More

True to their word I had a phenomenal experience at North Freeway Hyundai. I contacted NFH because I was in search of a Genesis and I knew what I wanted to pay for it. I I had a phenomenal experience at North Freeway Hyundai. I contacted NFH because I was in search of a Genesis and I knew what I wanted to pay for it. I negotiated a fair deal over the phone and they were true to their word when I went to the dealership. I was in an out of the dealership within an 1 1/2 with no hassle. That's how I like to do business. Great jobs guys!!! More

excellent, kept me updated on the status of the work Very comfortable, friendly environment, would recommend this dealership to anyone interested in this type of vehicles, service advisor was exceptional Very comfortable, friendly environment, would recommend this dealership to anyone interested in this type of vehicles, service advisor was exceptional with helping me get service More

Enjoyable After looking at the website, I went in knowing exactly what car I wanted. Howard grabbed the keys, walked me over to it, we took her for a test drive After looking at the website, I went in knowing exactly what car I wanted. Howard grabbed the keys, walked me over to it, we took her for a test drive and she was mine. After that he patiently worked with me to determine the best payment options to fit my personal needs. He diligently took care of us every step of the way, even making sure that we had a comfy couch and sustenance during the waiting periods. Before I left, we sat in my new car and he thoroughly explained everything I need to know. I appreciate Howard's attention to detail and it was a joy working with him. Overall I very much enjoyed my experience and I will definitely recommend and return. More

It was ok Nice place and easy place to buy a car no hassle. Would recommend to other people. My dealer was friendly and straight to the point. Nice place and easy place to buy a car no hassle. Would recommend to other people. My dealer was friendly and straight to the point. More

Very good experience, knowledgable of car, safety conscious, no pressure, test drove car, covered warranty, what he said would happen did, car is worlng well a experience, knowledgable of car, safety conscious, no pressure, test drove car, covered warranty, what he said would happen did, car is worlng well and very happy. More

Terrible Customer Service My decision to buy a new car came down to either a Lexus or Hyundai, and in the end I felt that Hyundai was the best option for what I was looking for My decision to buy a new car came down to either a Lexus or Hyundai, and in the end I felt that Hyundai was the best option for what I was looking for. I was thoroughly excited to purchase a 2016 Hyundai Sonata Limited. Unfortunately that excitement would be crushed through a series of disappointments and failures on the part of North Freeway Hyundai of Houston. I am a military veteran who utilized USAA’s car buying service, a benefit provided by them to members. I received three different quotes from Hyundai dealers in the Houston area, see attachment 1 containing those quotes. I have also attached a letter from North Freeway Hyundai’s President and CEO, Paul Peebles, who did not live up to the promises made in that letter. I am fairly certain that his grandmother would not have received the same treatment that I have received. On December 30, 2015 I showed up to North Freeway Hyundai at 10:00am, excited and ready to purchase my new car. Per the letter I received, I never received a phone call from a member of his management staff, instead I received a call from Shellie who is not a member of his management staff, nor was she anyone who could make a deal with me on the phone. I met with her once I arrived at the dealership, and she linked me up with Ash who is a salesman. Ash linked me up with Ty to take a test drive because he (Ash) was busy with another customer. The test drive went well and I was more than happy with the vehicle, features, and how well it drove. At this point the only issue was they did not have the vehicle I wanted on the lot, a 2016 Black with tan interior Sonata Limited. I can’t remember the man’s name who took me on the test drive, however, he worked entering my information into their system to get the ball rolling to make a deal. Finally Ash showed up and we started working toward making a deal. He put some numbers together and made an offer of $35,000 and some change, I don’t recall what the exact numbers were over $35,000. I told him that I was thinking more around $30,000, that I already had an offer from Hub Hyundai for $30,945. Mind you this back and forth game is contrary to the letter sent to me up front. He went to the sales manager Jeff, who came back to the office to talk to me. I told both of them about the offer I received from Hub, and Jeff told me that I must not have read the fine print. Jeff stated that there was no way they were selling it for that much, and that if they were they were losing money. He went on to tell me that I should go buy it there if they were willing to take a loss on the sale. I was well aware of each quote and the dealer installed items that made the difference. I don’t race cars and have no need for nitrogen to be put in them, and I wasn’t going to bring the car in every six months to have it detailed. Not to mention that the quote they sent me showed the car detail service for $591, and in store they wanted to charge me $695. I should have went with my instincts at this point and went somewhere else. I am a professional who knows how to read a simple quote sent to me, and this totally went against the letter sent to me by their President and CEO. Ultimately, Jeff made the same offer made to me by Hub. So this proved that neither he nor Hub was taking a loss on the vehicle at that price. This is the exact reason why people hate buying cars, and supports the bad reputation cars salesmen have as being sly and use all kinds of tactics to screw people over with for their own personal gain! The deal was made and we started the paperwork for me to purchase the vehicle. Several hours had passed and I told Ash that I needed to leave soon if we couldn’t finish up the transaction. The only thing they needed from me at this point was a copy of my DD214 to get the military discount of $500. I immediately got online and got a copy for them without delay. Eventually I made it to the finance department where I met with Dave, who told me that he literally had my file on his desk for 18 minutes. He asked me why I was there for so long, and I told him that I had no idea. He stated that they strive to get people in and out within 3 hours. At this point, I had been there for over 4 hours. While working on closing out the deal, Dave proceeded to tell me that part of his job was to sell extended warranties. He stated that it was the end of the year, and that he was one of the top sellers of extended warranties, and that I would really be helping him out if I purchased one. Rather than selling the warranty for what it is, he was more concerned about winning an award for himself. What an insult, I really could care less if he wins an award or not. This is a pitiful attempt in my opinion, and not something a buyer wants to hear when already spending a large amount of money. In my opinion the extended warranty speaks for itself, you either want it or you don’t. The paperwork was finished up, and I’m walked out front to make the down payment and meet back up with Ash. I’m thinking that after the payment I will be handed the keys to my new vehicle and be sent on my way. Instead I’m told that the vehicle is being brought in from Austin, I will be given a loner, and my vehicle will be ready in the morning. I asked Ash if they could deliver the car to my residence since I was there for so long, and he stated that they would deliver it to me. Ash stated that my vehicle would be arriving later that night, and he would deliver mine in the morning after it is detailed. On December 31, 2015 I called the dealership at 9:46am to see what time they would be delivering the vehicle, I needed to take a friend to the airport who had been visiting for the holiday. I was transferred to Jeff, who stated that he came in, got busy, and forgot to send someone to get the vehicle. Jeff told me that they would not be able to deliver the vehicle until later in the evening. This shows that I was told a lie that my vehicle was arriving the night before, and was lied to about it being on the way. At 10:35am Ash called me and stated that the vehicle would not be in until late that night, and that they would not be able to deliver the vehicle until the next morning January 1, 2016. He stated that they would detail the vehicle in the morning and then bring it over to me. I asked him if he could have the windows tinted for me before they delivered it. On the day of purchasing the vehicle, he told me that they would tint the windows for free if I gave them an excellent rating. Ash told me that I hadn’t completed the survey yet, so they could not tint the window for free. I told him that I didn’t care about the free tint and would pay for it myself. At this point there was no way I was giving them an excellent rating. He said that he would talk to the tint guy the next morning to see if he was available to do the job. I asked him to go ahead and check now to make sure the tint guy didn’t get booked up, and to call me back and let me know for sure. If not, I wanted to make my own appointment somewhere else after they delivered the vehicle, as I was taking a trip to Dallas on Saturday morning. He stated he would let me know, but never called me back. At 11:46am on Friday, January 1, 2016 Ash called me and said that he would be on his way within the next 15 minutes to deliver the vehicle. He arrived at my residence around 11:00am and we exchanged vehicles. Ash did not go over the vehicle with me regarding how things worked, he only asked me if I had any questions about the vehicle. I told him that I didn’t have any questions, and he got in the loaner vehicle and left. At that time I did not have any questions because I hadn’t been in the vehicle yet. I later had questions that I figured out on my own by reading the manual and watching videos on YouTube. Later that evening I picked up some friends and went to a gathering at a friend’s house. While there, I showed off the Blue Link app and what it could do. I went to show them how the app could locate where my vehicle was, however, it did not locate my vehicle which was sitting less than ten feet away from us. The app said that the vehicle had to be within a one mile radius to locate it. I didn’t think anything of it and continued to show off the other features of the vehicle. On January 2, 2016 I left for Dallas around 11:00am and entered the Dallas address into the navigation system. Upon further inspection, I noticed the navigation system did not show me to be sitting in my driveway. It showed that I was somewhere totally different. North Freeway Hyundai was on my way to Dallas so I stopped by there for them to look at what the issue was. I pulled into the service department only to find out it would be at least a two hour wait to have my vehicle looked at. I went to the front where I talked to Shellie who called Ash, who sent me to Ty. None of them were helpful or went out of their way to get me taken care of, even after telling them this was a brand new vehicle that was delivered to me faulty. I left and went to Dallas with an inoperable navigation system, resorting to my smart phone to give me directions. I made an appointment for Monday at 1:45pm at North Freeway Hyundai through the Blue Link app to have the issue looked at. I arrived at North Freeway Hyundai around 12:30pm and they took the vehicle back right away. About 10 minutes later Brenden in the service department made contact with me, and told me that the vehicle had a bad antenna and they would have to order a replacement to fix it. He told me that they did not have an antenna in stock, and would be ordering one to be sent overnight. At this point I asked Brenden if the General Manager was available, and he contacted him for me to talk to. A little while later I met with Chris the General Manager. We went to his office where I explained everything I had been through to this point. He apologized and stated this was not the experience they wanted buyers to have. He gave me a card for a free oil change, and stated they would order my part right away and put me in front of the line when I brought my vehicle back. I also told him about the window tint “incentive” if I gave them an excellent rating. He said he knew about it and hated that they have to do that to get good ratings, which they strive to get at least a 9.5 rating on every sell. I told him that while I understood wanting to get a good rating, they were going about it the wrong way. I told him that they are not getting honest or accurate ratings by bribing people, otherwise we probably wouldn’t be having the conversation we were having. I discussed the other issues with him and he stated he was sorry that I had to go through all of it. I told him that they really ruined my excitement of having a new car. He thanked me for bringing these items to his attention and I left. On Wednesday, January 6, 2016 Brenden called me about 10:00am and stated the antenna was in. I told him that I would be there around 11:45am, and arrived at noon. They took my vehicle back to make the repairs. At 5:30pm my vehicle was finally ready and I left. This was an excessive amount of time for anyone to sit in a service department, someone should have told me it would take that long to repair. Either way, I left the dealership worn out and went home after sitting there for five and a half hours. Brenden thanked me for my patience waiting that long without complaining, and he gave me a card for two free oil changes. On Thursday, December 7, 2016 I got into my vehicle that morning to go to work, and noticed that something didn’t look right on the headliner above the right rear passenger door. It looked like the headliner had a crease in it. I looked at the same spot over the left rear passenger door, and it was obvious that there was damage to the right side. When I arrived at work I took a picture of the damage and sent an email to Brenden. I told him that I was more upset that no one in the service department said anything about the damage, I had to bring it to their attention. Maybe the repairman didn’t know about it, but I seriously doubt that. Besides, where is the quality assurance/quality control? This along with the faulty GPS makes two failed quality checks! A little while later Brenden responded stating that he was not in, and would follow up with me the next morning on Friday. Later that day, Tim the Service Manager called me and asked me to send him the pictures. I sent the pictures over to Tim, and he asked when I could bring the vehicle in for them to fix it. I told him I could bring it in that day, or the next morning. He asked me to bring it in the next morning at 8:00am, which I did. I dropped my vehicle off at 8:00am on Friday, December 8, 2016, and they gave me a Santa Fe loaner vehicle. This vehicle was dirty inside, had a credit card machine in the back of it, and was not full of gas even though they showed it to be on the loaner paperwork. Around 6:00pm on Friday Brenden called me and stated that their service guys could not repair the damage, he stated that the trim guy would be in Monday to see what he could do to fix it. Brenden stated that Tim said this was a new vehicle and needed to be fixed properly, that using steam to try and fix it was not good enough. Brenden told me that the trim guy would be in on Monday to look at it, and he would contact me regarding the repair and give me a better idea of when my vehicle would be ready. On Monday Jan 11, 2016 I hadn’t heard from anyone, so at 2:13pm I sent Brenden a text asking about the status of my vehicle. Previously he told me to text him because he would responder faster than answering the phone. At 2:30pm I called Tim because I had yet to receive a response from Brenden. Tim never answered and it went to his voicemail. I then called the service department and Brenden answered the phone. He told me that he received my text, but he hadn’t had a chance to respond back to me. He stated that they were able to get most of the creases out of the headliner using steam, but there was probably about 5% of the crease still visible. He stated that he would text me pictures of it to see what I thought about it. I told him that if it didn’t look exactly like the other side, he didn’t need to send me the pictures as it wasn’t acceptable to me. He said that he was going to send them anyway, so I could at least see what it looked like. I also told him that I wasn’t satisfied with the Santa Fe loaner vehicle that they gave me. I told him that I have been driving a Hybrid for several years, and that the Santa Fe is a gas guzzler compared to what I was used to. On Friday when they gave me the loaner, it was the only vehicle that they had available at the time. He asked me how many miles I drove to work, and I told him that it was 32 miles one way to my job from my house. At 4:04pm Brenden sent me six pictures that still showed the crease being visible. I told him that this was a brand new vehicle and it wasn’t acceptable to me. I told him that I was insulted if anyone thought that this was an ok repair job that I would be satisfied with. I told him that if I damaged the loaner car they gave me, they would want it repaired back to the same condition it was in before the damage. Brenden replied that he understood and just wanted to give me an update on my vehicle. He also stated that he agreed with what I said. He stated that he spoke with Tim, and they were going to replace the headliner. He said he would call me the next morning to give me a better update on when my vehicle will be ready, and he would check to see if they have a more economical loaner car for me. On the morning of January 11, 2016 I submitted everything above this point to the online feedback email that I received from both North Freeway Hyundai, and to Hyundai USA. I later received an email from Tim asking me for a contact number he could call me at. At 11:15am he called me on the number I provided in my response. Tim stated that he just got out of a meeting regarding the letter I sent, and that I had their attention. Honestly, it should not have taken me spending a lengthy amount of time documenting my experience to get anyone’s attention. Considering what all I had been through at this point, and both Chris and Tim knowing about it. Tim apologized and said that they were going to use my letter as a teaching tool to help preventing anyone else going through what I have been through. He stated that after reading my letter they realize how bad they had failed at providing quality service, and a good buying experience to me. He said that they were going to make it right, and he would be in contact with me later about how they were going to fix things. Tim stated that I should not have waited for the antenna to be replaced, that it was a lengthy job. He apologized for me waiting five hours for the repair to be completed. I told him had I known it was going to take that long I would have made other arrangements. He also stated that he talked to the repairman who stated that he did not realize or see the damage to the headliner, he stated the repairman was experienced and came to them from Lexus. I told him that I understood that I could have been missed, but there should have been a quality check before the vehicle was given back to me. He agreed and stated that is something that they will be working on. Tim called me back at 4:03pm and stated that they had some options for me to consider. He stated that the trim guy was making more repairs to the headliner, and they are telling him that it will be about a 90% fix. He stated that it would still be visible but not stand out like it did before. He stated that due to the car being new that parts were not readily available yet, and that it could take 2-4 weeks to get a new headliner in. He wouldn’t have an exact time until he placed the order. Tim proposed that they finish up the repair, detail the vehicle, and deliver it to me tomorrow to look at. He stated that it was completely my decision on how to proceed. He said to take a look at the repair, and if I was ok with it they would compensate me. He said that due to me taking a loss for the damage, they would write me a check for $400 to cover the loss. Tim stated that if I was not happy with the repair, they would order a new headliner and replace it. Because of the length of time that would take, he stated that he wanted me to have my vehicle back until then and they would make arrangements if I chose replacement. I told Time that I would look at it and make a decision, but I was concerned about long-term effects of the repair not holding up. I told him that I would be using the sunroof often and concerned about the wind hitting the headliner and what effect it may have on the headliner. He stated that the material they used to make the repair would probably hold up better than the rest of the headliner, and he said they would give me a written lifetime warranty on the repair as well. Tim stated that they would have to remove the back glass to put in a new headliner, and that there wasn’t room to flex a new headliner making it a delicate repair. He stated that humans and not machines would be replacing it, so there would be the possibility of something else being broken during the replacement. He seemed worried that if something happened it would be more time that I would be without my car, and other repairs that would have to be made. I told him that at this point I was already at rock bottom with the purchase, that it would be really hard to go any lower. All I wanted if for the car to be repaired to its original condition and be done and move on with my life. I told him I would be at home all day, and that I would take a look at the repair and let him know my thoughts. On January 13, 2016 at 1:52pm, Tim called me and told me that they were finish up the vehicle detail and would be headed my way within the next 30 minutes. He said to take a look at the vehicle when I get it, then give him a call to let him know how I wanted to proceed. I told him ok, gave him my home address, and the call was ended. At 3:30pm, my car was delivered to me at my address. I exchanged the loaner vehicle for my vehicle and the delivery guy left. I examined the repair job, and it was ok but not spectacular. At this point I weighed my option of the $400 offer, and I considered what can of worms would be opened from the extensive repair job of having a new headliner installed. In previous conversations with Tim, he stated that it was a big job. He stated that they would have to remove the rear glass, and there were a lot of clips that hold the headliner in place. He stated that humans would be doing the repair and not robots, leaving the potential for causing other issues. I did not have any confidence in their ability to complete the repair properly based on what I had already experienced. At 5:27pm I called Tim on his cell phone and told him about my concern of causing other problems down the road, and I told him that I was concerned about the loss of value if I were to later trade my vehicle in for another one. I told him that I had researched the cost of a new headliner, and from what I could find a new headliner would cost $800. I told him that I was confident that they probably didn’t want to tackle the job, and I was hesitant about what issues may arise from replacing the headliner. I told him that I would be willing to accept the repair if they were willing to compensate me with $800 based on the cost of a new headliner. Tim stated that he understood my concern, and that in his years of experience in the business he didn’t feel that the damage would have a big effect if any on a trade-in. He said it was possible, but he didn’t think it would be an issue. Tim stated that he thought $800 was a fair offer. He said that he was authorized to approve it and even though he thought it was fair, he wanted to discuss it with the owner first. He stated that as soon as he had an answer he would give me a call and let me know. On January 14, 2016 at 11:29am, I received a call from North Freeway Hyundai letting me know that my licenses plates were in and ready for pick-up. I arrived at the dealership around 4:15pm and picked up the plates. When I arrived at home, I received the check for $235 dollars in the mail that Chris had promised to cover the window tint. At 4:35pm Tim called me to discuss our conversation from the day before about the settlement. Tim stated that I was pretty much right on with the cost of a new headliner. He said that the dealership would pay less than a consumer, and they wouldn’t have to pay to have it installed. I guess that the mechanics at North Freeway Hyundai work for free? He said that they were willing to meet me somewhere in the middle and were willing to give me $600 rather than $800. At this point I just wanted to be done with them and get on with my life so I agreed to the $600. I have to say that North Freeway Hyundai attempted to make it right, but they could have done better. Much better! Whoever thought that haggling for $200 after everything they put me through was a good idea really needs some remedial training in customer service? I was lied to about when my vehicle would be delivered after spending 5 hours to buy it, my vehicle was delivered faulty, I spent another 5 ½ hours waiting for the repair, my car was given back to me with damage that no one caught or failed to mention, my car sat in the shop for 6 days. All of this was in the first twelve days of owning the vehicle. I can tell you that I’m not anxious about buying another Hyundai anytime soon, if ever. My wife owns an Acura, and I previously owned a BMW. Neither of us have ever experienced anything like this at those dealerships. I love my car, and honestly I would compare the amenities and comfort just as good as the Lexus ES300h (car I opted not to buy, and chose the Sonata Hybrid Limited instead). North Freeway Hyundai blew a great opportunity to go above and beyond to make things right after so many screw-ups on their part. Needless to say, this will probably be the last Hyundai I will ever own. More