Jordan Kabranov | Page 23

Beware of this Dealership's General Manager, Jim Douvas I worked in the automotive industry for several years (over 8 year ago) and in doing so have worked with many dealerships and seen the good, the bad, I worked in the automotive industry for several years (over 8 year ago) and in doing so have worked with many dealerships and seen the good, the bad, and the ugly in terms of how dealerships operate from a customer service, pricing, financial, etc. perspective. That being said, the way the General Manager, Jim Douvas treated my husband in the negotiation of a car deal shows that the management of this dealership belongs in the bad and ugly category of doing business. I feel compelled to briefly relay that experience since this dealership tries to sell itself on its outstanding customer service. To make a long story short, I found a certified car at the dealership we were interested in spoke to Brittany, I'm guessing an Internet sales rep, who referred me over to George, the salesman, who had me take the car for a test drive, explained the features, etc. Towards the end of that visit, he introduced me to Sean, the Sales Manager. Sean showed a willingness to make a deal and told us to contact him if we were interested in the vehicle. This was a pleasant interaction, no issues with George or Sean. The next day, my husband calls to talk to Sean to discuss pricing because if they could tentatively get in the same ballpark, we'd all come in later that evening to finalize and sign a deal on the car. My husband asked for Sean, but gets Jim on the phone, who doesn't immediately identify himself as the GM. Jim insists my husband can talk to him about pricing and when my husband gave him a number, Jim said okay, but come in tonight and you have to drive the vehicle first. We knew Jim wasn't saying a firm yes to this offer, but this suggested that they'd likely agree to a deal close to this figure. That evening after work, my husband, two small children and I drove out to the dealership. I ended up staying in the car the whole time because my year old son was asleep in his car seat and we didn't want to disturb him if the dealership was going to waste our time in terms of what deal could be worked out. My husband test drove the certified car with Jordan, another salesman, and took our 3 year in with him. Jim offered to make a deal at the price we offered if they decertified the car or for $800 more with the certification. My husband counter the offer with keeping the car certified and Jim said they had no more room to move on the deal. My husband consulted me in the car and we initially decided to pass on the car. This was at about 8pm at night by the time we left. After about 5 minutes into our drive home, we decided that we could swing one of the options Jim gave us and so we turned around and went back to the dealership. When my husband went in and told Jim we had reconsidered and would take the deal that night, but we just wanted to fill out whatever minimal paperwork and give whatever deposit was need to lock it in and we'd take delivery later (since our children were at the end of their limit by this point), Jim told my husband, "Jordan has already left for the day, and I took a deposit on that car 11 minutes ago, so it's no longer available. Keep in mind, we hadn't even been out the dealership more than 5 minutes and it was 8pm on a weeknight. Of course, my husband walked out... and guess who he saw? Jordan.... who was just coming in from moving a car. Jordan asked if we came back to do the deal on the car to which my husband replied, "Jim told me you went home already... and yeah, I was going to buy the car, but Jim said you took a deposit on it 11 minutes ago." Jordan of course stood there looking puzzled. Trust me, any general manager at a dealership that handles customers in this type of manner is not a place you want to do business with. Despite the sales staff, George, Jordan, and Brittany being courteous and professional, a dealership is only as trustworthy as its top management. If Jim no longer wanted to honor the prior price offered, he just had to say, that price was void upon us having walked out the door originally. He thought it made more sense to lie and stop his sales staff from getting sale instead. As a funny aside, the dealership has been leaving messages every day for my husband and I asking about how our appointment went. This review is the feedback they requested. Needless to say, we purchased a car elsewhere. More

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Purchased a 2014 Hyundai Elantra....VERY HAPPY!!!!!!! I purchased a 2014 Hyundai Elantra from this dealership. I was impressed with the whole experience, but especially with the service given by Jordan. I purchased a 2014 Hyundai Elantra from this dealership. I was impressed with the whole experience, but especially with the service given by Jordan. He was extremely personable, informative, genuine, and pleasant to deal with. I really appreciate the no-pressure approach, while still offering a great deal for a car I am very excited to own. I would definitely recommend this dealer to anyone looking for a new car. More

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Ran out of gas during test drive Let me preface my review with this - We went to Napleton fully expecting to buy a Tucson. I had a pre-approved 'Blank Check' from Capital One and a wr Let me preface my review with this - We went to Napleton fully expecting to buy a Tucson. I had a pre-approved 'Blank Check' from Capital One and a written offer from CarMax for my car to use as a bargaining chip. We were going to buy... from Napleton... that day. Our experience from start to finish was poor. From the minute we arrived to the minute we left, our experience was not what we had expected. Upon arrival we were confused on where to park our car; parking seemed limited during construction. Understandably so, the dealership is in the process of renovating. I'm sure it will look nice when it's done, but in the mean time the dealership had that old time, grungy, shady dealership vibe to it. Stained office chairs, over cologned sales people, the works. Prior to our visit and for the week leading up, I had traded many e-mails as well as a call or two with Krystal. Let me share this first - Krystal was fantastic. Anyone at the dealership reading this, Krystal is not at fault for my poor review of your services. Krystal had pulled listings for two 2015 Red Tucsons, one AWD and one FWD. Both were well within my price range and both were great looking cars. We had set a time of 11:00 am on Saturday to talk about the cars; I fully expected to buy that day. I did share with her that we could very well be early and she explained that it was ok - she would have the cars ready for us. When we arrived we were greeted by Jordan. He went back to look for Krystal and came back a few minutes later explaining that she was off today and that she only worked in the internet department; that she didn't sell cars. I was confused and frustrated because I had a dialog established already with someone and felt I was starting over. On top of that, why would she had set an appointment and shared that she would meet with us that day to only be off. This was my first sense that something was up and that the person we were now speaking to was off a bit in character. I dismissed the change in sales person and went along with the process; I was still very excited to see the car that we were interested in. Jordan took us out to the lot.... to the very back of the lot... where he had to use the panic buttons for both cars to locate them. So, if you knew we were coming in and we were already set to look at two cars wouldn't it be best to have a porter bring them up while my wife and I are inside perhaps grabbing coffee or a water bottle? Presentation, folks. A lost opportunity (one of many). By the way, having a porter drive the car up is common practice at most dealers. In addition to having to walk to the back of the lot helping Jordan find the cars, both cars were filthy on the outside. Another lost opportunity - you want me to spend 20+ thousand on a car and I can't even see what it looks like in its prime? Really? This shouldn't be an issue and should be a programmed habit to do for all scheduled appointments - even if they're early. Test drive time! Ok, so we're still excited, slightly annoyed, but excited. This is the moment of truth to see if we really like this car or if it will let us down when it comes to feel and mechanics. Wait, where's Jordan...? Oh, he's not coming with? Ok - that's strange. So we're supposed to learn about the suspension, acceleration, ABS, traction control, media features, etc... all on our own? Do we instead read the manual in the car? Yes, he gave us a quick run down in the lot, but other than that he seemed to be more interested in giving us our space. Great, no problem, I guess. I would have preferred him to ask if we wanted him to come with. I shouldn't have to ask - this is HIS sales presentation. The Tucson is an awesome car, but at the end of the day it's just a machine. SELL ME THE CAR. So we talk about where we want to go - down 59 to 75th and back up Ogden. Quick but with a legal ability to hit close to highway speed on 75th. We reach 75th and Ogden to find that the low gas light just came on. You read that right... we're running out of gas. Granted, the critical thinker will come back and say, 'You still have at least 20-30 miles to go before you run out'. Yes, you're right. BUT this is a test drive and we wanted to go a bit further than just down the road. Shouldn't the dealer at least throw a few gallons in for a scheduled test drive and appointment? You would think... but apparently Napleton doesn't. We stopped and threw a few bucks in and went back. At this point we were disappointed in the service so far with Hyundai and decided that we would look at our back up car. Too many lost opportunities by Napleton to impress us. To them, it's a unit to move. To me, it's a car payment for 5 years that I need to commit to and a car that will keep my family safe. I still have no clue about any of the safety features of the Tucson aside from what I read online. Did Jordan know that I have a 3 year old? Did he even ask? Perhaps if he had, I would have learned more about child seat tie downs and safety features like crumple zones, curtain airbags, ABS, etc. NOPE! Not a word on safety. I guess I just have to assume that it's a safe car. My value of presentation is higher; theirs is substantially lower. Here's the kicker. I received a voice mail from Krystal later in the day checking in on how the visit went. I thought she didn't work on Saturdays, Jordan? Way to be honest with your customer (up). You started the conversation off with a lie and never recovered. My brother recently bought a Honda from your sister dealership and said great things about Napleton. We came in expecting a similar experience and were severely disappointed. Napleton, you lost us by poor sales training of your staff, lack of presentation skills, absolutely zero preparation and no opportunities to discuss the car during a test ride. You let $25k-$35k walk right out the door. It was literally yours to lose. Lost Opportunities - Sales Agent allegedly lied about another employee being off. I use allegedly because I don't know what was going on... frankly, I don't care anymore. - Sales Agent couldn't think to have the porters wash and throw a few gallons in the car before we test drove it... or even have them drive it up for us. - Sales Agent was so passive in his sales approach and confident that the car would sell itself that he didn't come along for the test drive to point out features. - How about some hospitality and offer some coffee or water, etc. Make us feel welcomed. Not a difficult concept. - RAN OUT OF GAS ON A TEST DRIVE!!! We ended up buying a CX-5 from Continental Mazda three hours later for 5k more which was still well within our budget. Why did we pick the CX-5? It wasn't just the car that we were sold on... it was the presentation. Our sales agent at Continental told us EVERYTHING about the car, had the porters wash it, gas it and drive it up. He asked about our needs and why we wanted certain features, he took time to get to know us and capitalized in a non-aggressive manner but welcome manner regarding features and mechanics during the test drive. He let the car sell itself but assisted in explaining why things worked a certain way and how they are a benefit. Hyundai has a killer warranty and well priced cars. You guys at Napleton have the ability to do better if your management team put in some effort and trained you appropriately. I've hired hundreds of sales individuals in the past. I'm not gloating. I've had my fair share of poor sales hires. This isn't a situation of poor hiring; it's a situation in poor training. The sales training and approach at Hyundai while on site, was sub par. Your management team is to blame. Thanks for reading the wall of words. Hopefully your experience at Napleton is better. We won't go back. An update that's important. We had such a bad experience at Napleton that we chose not to even consider them for our second purchase less than 1 month after our first. We purchased two Mazda's from Continental Mazda in Naperville. The service at Napleton was so bad that they lost out on roughly 50k in vehicle sales. Let that sink in. BTW - not a single word from them either - they don't care to comment on terrible performance. More

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EXEMPLARY CUSTOMER SERVICE! I highly recommend Napleton's Valley Hyundai to all. I received a call from Jackie the BDC Manager about an online inquiry I had made on a vehicle. S I highly recommend Napleton's Valley Hyundai to all. I received a call from Jackie the BDC Manager about an online inquiry I had made on a vehicle. She was very polite and knowledgeable. She started the ball rolling and set up an appointment for me with Sales Executive Jordan for the next morning. When I parked my car Jordan somehow knew who I was and met me at my car. He had the car I was looking at all ready and we took a test drive. Within 15 minutes I had a deal! Finance Manager Derek made it all work. I am very pleased. More

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Great service. Great Price I hate writing reviews, so I'll keep it short. The service was excellent, and the price on my 2014 Elantra would be difficult, if not impossible to be I hate writing reviews, so I'll keep it short. The service was excellent, and the price on my 2014 Elantra would be difficult, if not impossible to beat. It's quite likely I'll return in a few years to buy a new car. Would unhesitatingly recommend this dealership to anyone. More

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WORST SERVICE EVER Went to test drive a Tucson with my wife last night. We were not immediately greeted by any sales staff. After a sale associate come to us we went on Went to test drive a Tucson with my wife last night. We were not immediately greeted by any sales staff. After a sale associate come to us we went on a test drive, the guy didn't even put a plate on the car. Come back and low and behold the guys with another customer. We waiting 10 minutes for this guy to realize we were back after he didn't I wanted in and handed keys to another sale associate. Today my wife gets text messages from this dealership that cross the line. Call to find out who they are from and its the General Manager of the dealership sending them. Wish this site would let me upload the pictures of the text messages. After I spoke with him he tells me lets just let it go and I'll stop texting your wife. Are you kidding me? I do not think so, I'm calling corporate offices for Hyundai and Napletons. DO NOT BUY A CAR FROM THESE PEOPLE! More

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STAY AWAY FROM THIS DEALERSHIP I purchased an 2007 Infiniti G35 from this dealership in November 2013. I test drove the car and loved it. I was unsure about the purchase and the f I purchased an 2007 Infiniti G35 from this dealership in November 2013. I test drove the car and loved it. I was unsure about the purchase and the finance person, Derek Urban, assured me that I was purchasing a MUCH better car than the "Piece of S**t" I was currently driving. I purchased the car and started having problems with it within the first three days I had it. My warranty hadn't even kicked in yet. So I returned the car to them and they probably had the vehicle for an addition 1 to 2 weeks. It probably would have been longer if I had not showed up there after getting a phone call that my car was ready and it was not. They actually left a voicemail for another customer on my phone. The car wouldn't start when it rained or if it snow was heavy and I found myself stranded a couple of times. I took the car to an Infiniti dealership in March 2014, after I was stranded at the train station, to check out the issue and they cleaned the throttle body on the car. The car was still having the same issue and I took the car back to the Infiniti dealership a couple of weeks later, which was mid March. The Infiniti dealership had my car for for two month trying to diagnose the vehicle. The Infiniti dealership informed me that the vehicle needed major electrical work to the tune of $6500. I called my lender and they informed me that if the car did not work, the dealership needs to swap out the collateral. I returned to the Hyundai dealership in mid May and informed them the car needed major electrical repair work and they "offered" to put me into something else; they just needed to find me the same type of vehicle. They informed me they would prefer to stay within the Napleton Auto Group and it could take a couple of weeks. I informed them that I saw an Infiniti G35 at their Napleton in Loves Park, IL. Derek calls over to that dealership and asked if the vehicle was still available because they sold me a "turd" and they needed to replace it. The dealership in Loves Park, IL said they had inspected the vehicle yet, even though its already showing its available online. Derek and Jimmie said they would give them a couple of days to inspect the car and try and get it to their dealership by the weekend and they would call me. I did not hear from anyone over the next three days and called Derek the following Monday morning. Derek stated he had been leaving messages for them, but they weren't returning his calls. He hangs up with me to call them back. Derek calls me back and said the car did not pass the inspection and was sent off to the auction. I asked him why was the car listed online and he said that's what car dealerships do, if they see a car that looks good they just show it available even before its inspected. Made no sense and I didn't buy it, so I had a friend of mine call the Napleton in Loves Park to see if the car was available. My friend was informed the car was sold on Saturday. I called Derek back and he stated that the car was sent to the auction on Friday. I informed him that the dealership sold the car on Saturday and he came up with some other garbage to explain it away. So I got screwed out of that car. They finally find a 2008 3-Series BMW for me and I go test drive the car on May 28th at the Napleton Honda in Lansing. Derek goes to pick up the car on May 29th from Lansing and I stop it to pick up the car and sign the paperwork. I go in on the 29th and they want me to inspect the car and drive it one more time before I sign the paperwork. After the paperwork is done, my Father and I had to listen to Derek that I should never buy Japanese, only American, German, or Korean. So after sitting for two hours waiting for the car to be cleaned, they inform me that the windshield was cracked when it was being cleaned so I would have to come back on the 30th to pick up the because they needed to replace the windshield. This is seriously like an ongoing bad joke! So I return to the dealership on the 30th to pick up the car. I leave the dealership and go show the car to my Father. He noticed that they had scratched the paint around the windshield when they replaced it. My Father said they probably had some "cut-rate" subcontractor do the work. I had to return to the dealership because I forgot to leave the key to their loaner and my Father suggested a bring it to their attention. James Douvas stops in the middle of the dealership and SCREAMS, "I HAAAAVE ALREADY LOST $8,000.00 ON THIS DEAL AND I DON'T WANT TO HEEEAAR IT!!! THIS IS WHERE I PUT MY FOOT DOWN!!" I called Derek Urban and of course he didn't want to address the issue either. Which is funny because I didn't think he knew how to be quiet. It's not my fault that I was sold a TURD and was making car payments on a car that I BARELY drove THREE straight months without any problems. Not to mention the insomnia and anxiety I had wondering if I was going to be able to get home and YOU'VE lost $8,000!!! Give me a break. They saw the scratches and were hoping I didn't notice them while I was still there, and they behaved like they were doing me a favor when in fact, they were doing what they were supposed to. At least I can say this six month ongoing nightmare is over, but, I would NEVER purchase another vehicle from this dealership if they were selling cars for a $1.00. More

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The BEST dealer in the STATE!! I purchased my first vehicle from Valley Hyundai. Earlier in the day, I was at another dealer and had a terrible experience. It was a relief when I I purchased my first vehicle from Valley Hyundai. Earlier in the day, I was at another dealer and had a terrible experience. It was a relief when I walked into the doors of Valley Hyundai and I knew the experience would be positive. I received individualized service and I was treated as a customer, not just another "sale." Their selection is unbeatable and their staff was amazing. Loved my experience. More

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New car for a new marriage Just purchased our new vehicle from here last night from Jordan and Derek at the dealership, and Sunainna assisted online. The service was excellent. Just purchased our new vehicle from here last night from Jordan and Derek at the dealership, and Sunainna assisted online. The service was excellent. I started browsing their website, and had a few questions regarding the online pricing of the vehicle. Sunainna assisted with all my questions, quite promptly I might add. They explained everything in detail, and there was no added pressure to purchase anything additional as I have had with other dealerships. My wife is now looking forward to going back when her lease is up. On the way out we saw they decorated another customer's purchase that was their child's first car. We thought it was nice that the dealership would do that. More

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awesome services Would recommend to anyone. Get your new or used car there. I talked to Jordan he's a sales man there. Got a really good deal. Would recommend to anyone. Get your new or used car there. I talked to Jordan he's a sales man there. Got a really good deal. More

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