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Just 2 months ago I wrote a glowing review of the dealership and sales rep - Plaza Hyundai (Brooklyn NY) / Ronald Brookes - on this forum. Since then I have had the worst customer experience of my life. I'm at my wit's end. I am not sure who to speak to because NO ONE will get back to me - not even Hyundai USA. It's unreal.
I leased a Hyundai Elantra from Plaza Hyundai in Brooklyn NY in 2010. When my lease was up at the end of last year, I returned to Plaza Hyundai to lease a new car. Prior to that time my Elantra was inspected and I was told I would owe Hyundai Motor Financing $423 in excess wear and tear charges - include over $375 for a scratch "larger than 6 inches" on the bumper. I also was told the engine was dirty. When I went to Plaza Hyundai, I had my sales rep Ronald Brookes look at the scratch - he agreed with me that it wasn't even 2 inches in length. I told him that I would not lease from him unless they took the car back and dealt with this charge. I was 100% clear about this from the very beginning. After 7 hours spent at the dealership I agreed on a lease for a Santa Fe Sport - and I was told they would cover the cost of the Elantra "excess wear & tear". I messed up. I didn't get it in writing. I just assumed since I hadn't yet received a bill it would just be covered when I returned my car to them. I know - naïve. When I received a bill three weeks later from Hyundai Motor Financing for the Excess wear & tear, I called Ronald and told him about it. He denied making the deal with me but said he agreed that the scratch was not 6 inches or more in length and if I sent him the bill he'd see what he could do about it. Over the next week I heard nothing back. I emailed twice and left two voicemails. Finally I wrote an email saying "are you receiving my emails?" Ronald wrote back "Susan I have gotten the messages." Nothing more. I wrote - "are you looking into this?" He said, "call my manager Benny. [and provided a number]" I called. There was no Benny on the voicemail but I left a message anyway. Twice. Never heard back. Then I called the main #. I spoke with Besik Davarashvili. He said he'd look into it. Two weeks passed. Never heard back from him. I left messages for the General Manager. Twice. No call back. I left a message for the customer service department. Never heard back. It's been a month since I first reached out to Ronald. I went to the Hyundai USA website yesterday and wrote an email to them. NOTHING BACK. I can't believe how I'm begin treated! I'm on my SECOND lease with Hyundai - both from this dealership. But apparently my value as a customer is zero. The other day I was having issues with my Bluetooth. I realized that I don't even have someone there I could call for help - because it's clear no one will call me back. The reason I went back to Plaza Hyundai and to a Hyundai in general was so that I could get good customer service and a car that was reliable. I even thought I had great rapport with Ronald and all the folks at Hyundai Plaza and was going to recommend them to everyone I know. I feel like a chump. I truly don't know who else to contact. Any suggestions would be welcomed.
The Circle of Service
My dealer could not fix a broken seat so I called the Hyundai customer service line. They referred me back to the dealer. The dealer referred me to the customer line.
you should see if you can get them on the line at the same time - that would be interesting
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