Brittany Busby

Brand new 2025 Hyundai Santa Fe Limited. I researched the exact vehicle I wanted, called the dealership and negotiated the sales price, accessories, and my trade-in, and ...set an appointmen I researched the exact vehicle I wanted, called the dealership and negotiated the sales price, accessories, and my trade-in, and ...set an appointment for the following day. I arrived, was a cash deal - pretty simple right? Wrong. I was there for about 4.5hrs, even after setting things up the day before. Firstly finance - they wanted their kickback so worked hard to get me to finance [which I did not want to - they added a discount as an incentive, so eventually I did it]. The car had a faulty backup camera [would have been nice if they'd checked the day before], so I had to wait for it to be repaired....only once "they had time in the shop" mind you... And then, the car did not have the accessories we'd discussed - and that which was on the sales ticket [should've been in the car already right...? wrong!], but I was told "we'll order it and get them to you...we can't take them out of another vehicle." Oh, the car was dirty when they brought it around to me - again, if they'd got to it the day before [when the storm had not yet happened to knock their wash bays out], the car would have been cleaned and ready. On signing the paperwork with finance, I asked about getting my custom tags across to the new car, and was told "oh we don't do that you have to do it yourself once the new tags come in"...wrong! DMV was pretty pissed when I called to ask them the process, they asked me to file a complaint against the dealership as apparently it was not the first time this had happened. The dealership is the only one who can process this transfer at time of sale, as the DMV needs the dealership to complete the forms to ensure the plates are legal. Out of interest, the one time they did get back to me - I went to the dealership to get the cargo cover they said was there ["oh I thought Parts would have reached out to you" says Romeo the sales guy....no, you are the sales guy, you should be on top of this!] So, that was all on 2/20/25, and here we are 3/23/25 and things are still not resolved - I have called and spoken with the sales rep [Joey Romeo], the sales manager [Rusty Sanders]; multiple times in the last weeks - both spoken to them live and then followed up on text and VM's....and you'd never believe it - they ghost and ghost and ghost. They only surface when I message Brittany Busby [Customer Experience Manager who emailed me 4 days after I bought the car to ask about my experience...I told her I would hold off as there was a laundry list of poor service and I was patiently waiting for them to resolve it]. Mind you, she never contacted me back, she just went to the sales folks and must've pushed them to reach out to me [a colossal waste of time as I've already shared]. The car is awesome, I am a Santa Fe fan so the purchase was a no brainer. I change my car about every 2 years, so definitely a repeat customer [not at Hileys though, obviously]. I have driven all the luxury cars [Merc, Lexus], and am very pleased to be in a Santa Fe - however, in all my years of trading cars, this is by far the worst service I have ever experienced. My first [and last] experience with Hiley - fortunately there are other dealerships near me - and fortunately I love the car. Waiting on my new tags, will have to go and pick them up at the dealership [ugh]......people have choices, competition is stiff, this Hiley Motor Group has been around for a long time - I am sure this is not the service standard the Hiley family are proud to deliver. More

Print

We purchased a 2018 Kia forte and it’s perfect for our family. The HILEY team was so great to work with and everyone was so helpful. I want to say a special thank you to Lori Kirwin who’s helped us throug family. The HILEY team was so great to work with and everyone was so helpful. I want to say a special thank you to Lori Kirwin who’s helped us through the process from start to finish. ❤️ More

Print

John Stephen's was exceptional with his sales technique. He did not employ high pressure ans was extremely knowledgeable of the product. He did not employ high pressure ans was extremely knowledgeable of the product. More

Print