Please share #BadServiceKenGarffHyundai
We all know that how frustrating it can be when it comes to dealing with car sales people. As a customer, we expect honesty, respect and most importantly promises that could be fulfilled. Well, today sales person at Ken Garff Hyundai literally told me (and my wife): “ GO TO HELL”.
Please listen to the audio clip.
Background:
My wife and I bought Hyundai sonata in March 2014 from Ken Garff Hyundai, Salt Lake City. When I was buying this car, the sales person at Ken Garff (Greg) acted like he was my best friend. He told me that if I have any problems with this car “call me, call me if it is weekend, if is past our business hours, just call me”. I’m not sure if you have seen Ken Garff Hyundai’s advertisement saying “10 years or 100,0000 miles warranty, just bring your car if you have any troubles, we will fix it”.
Today’s Story:
Well today July 1 2015 was that day when we had troubles with our car. Our car battery was not functioning. I thought that I paid substantial amount of money last year and within a year battery is dead? Well, my first reaction was to go and talk to my best friend (according to him, not me) at Kengarff Hyundai.
So, my wife and I went to there office. We first went to the services department to get their opinion. The service manager said that battery is dead and we will have to pay $146. I said that we bought this car last year, what about the warranty? He suggested talking with our salesperson. So, we went inside the office and met Greg.
Here is the episode and please listen to the audio clip. Greg was not only rude; he completely disrespected me, and most importantly my wife (not acceptable at all).
Conversation:
Rohit: Hi Greg, how you doing?
Greg: Good. What’s up?
Rohit: Greg, remember I purchased this car last year? We have a small situation. Battery is not working.
Greg interrupted me right in between and said very harshly “Rohit, THERE IS NOTHING THAT I CAN DO”
Please listen to the audio clip that I recorded and listen how this conversation went. Please pay special attention at 2:18.
In the end, I told Greg: “If you have given me a better answer, we were considering to buy another car (SUV) in 6 months. But, today you just lost that sale. Why? It is not about $146 for the battery; it is about explaining us in a better way. But instead, you gave me a rude answer that “we are not responsible for anything and go to hell”
GREG RESPONSE: That’s how it is !!
As a customer, who bought this car in 4 hours (same day), we were expecting good/clear communication and respect. At the time of sale, Greg promised more than his capabilities. Assured us that he will listen to us and in case of problems they are here.
Thousands of people go through this episode. Today, I was fortunate that I was able to record this conversation. Please share our story with your network, so at minimum we as customers can get “honesty, respect and most importantly promises that could be fulfilled”.
coast
Florida,#2Consumer Comment
Thu, July 09, 2015
You dodged multiple questions concerning the warranty. It is now apparent that you requested free service on an out-of-warranty vehicle. You do not have a legitimate complaint.
coast
Florida,#3Consumer Comment
Fri, July 03, 2015
Yes, I know the definition of literally. You put “go to hell” in quotes; therefore, your comments were deceptive. Then later you wrote, “But instead, you gave me a rude answer that ‘we are not responsible for anything and go to hell’”. You actually lied when you wrote that.
Yes, the representative did say, “Batteries don’t have warranties on them” however, you interrupted him before he finished his sentence. He may have intended to continue with, ‘when sold with a used car’.
You have evaded my previous statements concerning Hyundai’s battery warranty. You have also evaded my statement regarding your claim of a 10-year/100,00 mile warranty.
You still have not told us if this was a new or used car sale. You still have not provided the model year or the current mileage. You still have not stated the terms of the written warranty.
FloridaNative
Palm Beach Gardens,#4Consumer Comment
Thu, July 02, 2015
I too listened very carefully to the entire recording you linked in one of your posts. Coast, who responded earlier, is right. The representative was not rude, but he was firm in his response. I did not hear the representative tell you "Go to Hell" at any point in the conversation. In fact, he explained the dealership policy well without showing any anger or frustration.
You plainly stated at the end the only acceptable response, according to you, was for the dealership to replace the battery.
This practice of overstating the dealership response and posting it online to force the dealership into some sort of replacement is 'social media blackmail' and an unsavory approach to your immediate issue. This social media practice is reprehensible in my opinion. It dilutes the power of valid complaints.
I find that your expectations are unreasonable for the maintenance of your vehicle.
Last point: when do you become responsible for the normal wear and tear of your own vehicle? Immediately, unless you have a written warranty that states otherwise.
#5Author of original report
Thu, July 02, 2015
Here are my responses:
1. I wrote that he "LITERALLY" told us go to hell. I hope you know what is the meaning of literally and simply saying go to hell? At the end of the conversation when i told him "you are saying that you are not responsible for anything and telling us go to hell". His reposne: Thats how it is. He didn't responsded that's not what I'm saying.
2. Like I said its not about battery replacement. Its about conveying a message in a polite way. You are saying that you think he is firm not rude. Thats your perspective and I respect that. However, we didn't got that feeling and that is our perspective.
3. Regarding wear and tear/battery warranty. Okay, so imagine this. I'll sell you a laptop. I'll tell you that yes everything is working and its new. Next year you will come to me and say hey my battery is gone. I'll say we are not responsible for this. Then you will realize that "Battery was old one in the laptop and you never had any idea". My response: it worked when i sold you, now i've no responsibility.
As a buyer and consumer there is level of trust between both parties. I paid for that car. Its not free. From his side, he needs to put new parts or tell me whats under the hood. Like I told him, from next time may be we will have to take new car to another dealer and get checked. He said "you can do that". Then what trust and service this dealership is providing.
4. He said that batteries have no warranty. That is a lie. I just got a new battery yesterday that comes with 3 years no questions asked warranty. He never mentioned to me while selling this car that there is an old battery hooked to my car.
5. Regarding social media blackmail. That is not my intention. I already got my battery changed. This guy acted very nicely before the sale of the car. Thats how most of the sales people are. Once they get their commission they won't help with other future problems.
Thanks
coast
Florida,#6Consumer Comment
Thu, July 02, 2015
“I’m not sure if you have seen Ken Garff Hyundai’s advertisement saying ‘10 years or 100,0000 miles warranty’”
I didn’t see that on their website but I may have missed it. The Hyundai Motor Company’s website states their vehicles have a 10-year/100,00 mile powertrain warranty for the original owner and immediate family members. It appears you interpret that as a warranty on the entire vehicle.
That website also states the battery warranty is for 25% or 100% of the replacement cost (depending on the model year) for up to three years. You didn’t provide the model year and current mileage, or state if this was purchased as a new or used vehicle so it’s not possible to determine your warranty status with the information you provided.
“He told me that if I have any problems with this car ‘call me, call me if it is weekend, if is past our business hours, just call me’.”
You should not assume that ‘call me’ implies a warranty.
What are the terms of your written warranty?
I did not hear anyone say, “Go to Hell” in your audio recording. I paid extra attention to the recording at 2:18 but still did not hear it. The representative you spoke to was firm but not rude. He was correct that the battery was good at the time of purchase. A bad battery would not have functioned for over 15-months. Just because the battery failed does not mean it was bad at the time of purchase.
#7Author of original report
Wed, July 01, 2015
Thanks for your comment.
You are right. I forgot to attach the video. Here is the link: youtu.be/omvz0cfTQN8
I don't record videos in my life. In fact, this was my first time. I gave the sales person heads up that I'm going to record this. The reason I decided to record the conversation was because of his bad attitude and rude behavior. I paid full amount on this car and its not for free from Hyundai. I've the right to go and ask for each and every part as a customer and I don't care how much time it will take them to explain it to me.
This guy started the conversation by rudely saying "I cannot do anything". Like I said in the audio, there is a proper way of communicating.
Thanks.
Robert
Irvine,#8Consumer Comment
Wed, July 01, 2015
First of all IF this happened exactly as you said and are leaving nothing out, then yes they were probably wrong in the language they used.
BUT something says that there is probably more here.
First, why would you go into the dealer and start recording the conversation? At the time you went in you gave no indication that they were going to give you any trouble. So it seems a bit excessive that you would think to record them..unless you record everything in your daily life(which I think is a totally different issue).
But then you didn't post the audio clip(perhaps mistake or forgot...). You apparently give a transacript of the first couple of exchanges but nothing else. The biggest issue here is what led up to them saying "go to hell". I am not talking about the few seconds before...the ENTIRE conversation. As I doubt that it went from "THERE IS NOTHING THAT I CAN DO" to "GO TO HELL". without a few other exchanges between you two.
Let us get back to the original issue...the battery. Okay did your salesman say that he would take care of ANY issue that came up? Because I can almost guarantee you that the battery, like other wear items, is NOT covered in any sort of MFG warranty. So how long did he have to listen to you before he told you they can't do anything? Of course if you have something in the written warranty that says otherwise..that changes this whole thing.
Now, there is often a separate warranty on the battery but you would need the terms of that, which should have been in the paperwork. But it depends on if it is a full warranty or would be prorated.
#9Author of original report
Wed, July 01, 2015
Here is the link:
https://youtu.be/omvz0cfTQN8