Complaint Review: Bell Road Automall

I recently purchased a brand new 2005 Hyundai Tucson in June 2005 from the Bell Road Automall.

I traded in my paid for vehicle (a 1996 Chevy Tahoe LS 4x4) plus $10,000.00 cash towards the new vehicle. When I was sent back to talk with the "finance guy", Chet, he began to explain things to me like....banks, loans, interest rates, people, business, etc. We were thumbing through the mountain paperwork that generally comes with a new vehicle purchase. When we arrived at the warranty papers, he explained to me that I would want the warranty to which I replied "Doesn't that come with the car?" He replied, "...oh no Buddy! THOSE aren't free!" well, that is, in fact, an accurate statement

IF

we were actually talking about the same thing.

But, after I asked him several times AND showed my discontent for the fact that the warrant y that i thought was touted as coming with every new Hyundai had to be paid for...you think he would have said "OH! you mean THAT warranty!"
but, no. He just casually 'let' me pay $2,000.00 MORE for a warranty that I neither wanted nor was aware of until I finally figured it out after asking some questions.

Next, after being told what my interest rate was going to be and asking him to tell me what my monthly payment amount would be the papers showed up at my house a few weeks later and they were about 5% higher!!!

So, I went to the dealership and tried to straighten this out. I was told that there was only ONE person who could help me out (turns out there were more...of course). This was Steve Rogers the finance manager.
I had been phoning him for days and left messages to no avail. At one point, the seceratary had even told me "...it's not MY fault if he (steve) doesn't want to return your calls!"
When I finally WAS able to speak with Steve I started the conversation by simply stating "Here's what my goals are..."
I was quickly cut off by steve telling me "don't call ME and tell ME what you THINK that I'M going to do for YOU".

Steve was just a jerk - plain and simple.

So, based on a technicality (within 60 days of purchase) I am getting all $2,000.00 dollars back. But, they tell me that this will take up to 8 weeks!?!? Why?
I don't believe it until I see it. Just based on the way that they have treated me so far I am guessing that I will have to call and call and take

Furthermore, had I not been paying this much money on the note that was crafted (goofed! is more like it) by the finance manager, Chet, my loan amount per month would have been lower. I told Steve that I wanted to do something about this.

That sucks! And I have to live with that? Why? This is their fault because of the bad deal that went down.

I have no 'real' issue with the actual sales person or service per say except for the following:

#1 - I am in no way a racist nor am I trying to be judgemental but I would have to state that the sales person doing your car deal really needs to have a good understanding of the english language. This is how confusion happens. I don't care if they are pink with a green mohawk so long as they are coherent and knowledgeable.

#2 - I was promised by the sales person and sales manager that I would get a loaner vehicle every time I needed to have my new Hyundai Tucson serviced. Well, I am now sitting at 3,500 miles and have a couple of issues. So, I called LAST WEEK JUST TO MAKE AN APPT and was told that someone will call me back. No one ever did. I called again this week and was told the same thing (can I have someone call you back?) I asked about getting a loaner and they basically laughted it off and blamed the sales dept. for "upsaling" an option that they could never deliver. This REALLY SUCKS! here's why...
First of all, I based part of my decision about purchasing the vehicle on this premise. Second, I have a family, a new baby on the way...I work far from home AND this dealership and I really NEED this option. Now I am told that it is basically NOT HAPPENING.

Last of all, I just got off of the phone with Marcella French the customer service manager. After trying to deal with her about these issues she started getting smarmy and i reminded her of the Hyundai Customer Service and JD Powers & Associates surveys that will be coming my way. Here was her reply "Good! Go ahead. Just go ahead and wait for the surveys. In fact, tell them my name" So, alright Marcella...here goes:

Marcella French
Customer Relations Manager
Bell Road Automall
602-993-3322
crm@bellroadautomall.com

So far, she was the rudest person (next to Steve, of course) that I have encountered at Bell Road Automall. I think that this company is dishonest and mismanaged at best. They do not keep their word and the S-E-C-O-N-D that you've signed the paperwork they could care infinitely less about you AND your new vehicle. What a shame.

In retrospect I would say that, if I had the chance to get my money and my Chevy Tahoe back at this point, I would in a second. I would like to hear from anyone who has any similar experiences from this dealer.

Chris
Phoenix, Arizona
U.S.A.