Universal Hyundai — Attraction in Kissimmee

Brought my vehicle Tues 10/7  @ 7am to this dealership for repair under extended warranty.  Andres was the Svc Advisor, who said it would take 3-4 hours for their techs to trouble shoot the problem & get approval for the repair. I asked for a loaner/rental, after much back and forth, was offered one with the understanding if repair was covered, rental would be too. He that the repair wouldn't take more than a few hours...Great! At 1:50 I called to ask for an update, was told there was none. At 2:37 Andres call me stating they discovered the problem was the evaporator , & would be sending that info to the warranty for approval. Wednesday, 10/8 @ 7:22pm Andres called stating the work was completed ,I needed to pick up my car that night. I let him know he wasn't giving me much time to get there {they close at 8pm} I asked if I could pick up my car the next day after work {approx 5:30pm} He stated I'd be responsible for the extra day for the rental, warranty will only pay for 2 days. I reminded him I picked up the vehicle on Tues so Thurs would still be within the 2 day window, and if would try to be there earlier than 5:30pm if I could . He rudely told me that he would get with his manager and "work something out." Thursday 10/9 - Risked being late for a mandatory work staff meeting, arrived at dealership @7am, was helped by service advisor Mario. Under my warranty I have $500 deductible, but total was close to $545, because Andres added extra day rental to the closing balance. I let him know of my conversation with Andres, and since I was there well before the end of the 2 day rental agreement, paid $500.  Mario was very kind, and professional that day. I waited close to 20 minutes for my vehicle, which I brought in due to A/C issues, so naturally the first thing I'm going to check BEFORE I leave the dealership is the A/C. While the vehicle still parked in the space it was brought out to, I  noticed area where the A/C knob is had multiple deep gashes. I went directly to Mario and showed him, took photos and sent them to him. He apologized stating "looks like someone used a sharp tool to get that section off." and would send to his mgr. I normally keep my sunglasses in the upper dash area, when I went to switch my glasses, I noticed that the slider button wasn't working, walked back to Mario showed him that as well. He was able to get it open, realized that button was broken. Stated he would let his manager know, apologized and I went on my way. 10/10- I texted Mario again and re-sent the photos of the steering wheel cover, no response. 10/13 - I texted Mario and again asked if there were any updates regarding the photos I sent of the damages to my vehicle, - Response: Thanks for contacting Universal Hyundai! We'll see your message shortly. 10/15 - I called the dealership, was told Mario was on vacation and would return on Thursday 10/16. 10/16 - I called the dealership twice, asked for Mario, was told he wasn't available. I finally recv'd a call back, He let me know that before he went on vacation, he provided the information to his manager who assured him he would take care of it. I let him I had not heard from anyone and just wanted the problem rectified so I could be done with the situation. He said he would get with his manager and call me. No such call was received. 10/24 - I called the dealership, and left a voicemail.  I received a text stating "we're sorry we missed your call. What can we help you with? You can text us at this number."  I responded - No response from anyone. 11/5 - I called the dealership, was told Mario wasn't available, and was asked to leave a message which I did. No one reached out to me. 11/7 - I called the dealership, was told Mario wasn't in. I asked for a manager, was told no one was available. 1 month later, I've done everything I can, been more than patient. I did not expect to be disregarded this way, nor would I expect "professional" mechanics that should have top of the line tools available to do their job properly to treat my...

I'm in a pretty bad situation with my current auto loan and have been shopping around at some dealers trying to lease another EV to wipe away some negative equity before my car takes a plunge. My wife and I were down the street at Ford and I decided to check out Hyundai and their Ioniq 5. I have done little to no research on this car and I usually like to have all the details about it before getting to the sales table but this was mainly just to see how the car looks in person.

I meet with their sales rep and he goes over the differences between Ioniq 5 & 6 and we settle on an Ioniq 5 because the incentives are a bit better and can help eat into the negative equity. We get to the table and they initially come to me with numbers that make no sense and I simply say "we're too far off" and try to go on my way. They have the keycard to my trade and I can't just leave at this point.

I tell him where I would comfortably want to be to sign today and, because I simply don't love the car, and based on all the information I had at the time, I gave a low ball offer. A sales manager comes out by the name of Mr. Perez (I believe?) to do his usual spiel...except this guy was by far the worst sales manager I've ever dealt with. He continued on this condescending rant about how if I don't like his brand he can't help me, goes on to say that this car makes the most financial sense in my situation, etc. I was fuming but my wife gets uncomfortable in these sorts of situations so I kept my cool and just asked for my keys back. He comes back out with my key and them magically finding $5k to take off the car but at this point I had enough and just wanted to leave. This guy turned me off from working with this specific dealership ever again. They kept going on and on about service and all this other nonsense that really is a non-issue with EVs. When he brought out the final worksheet, I got up to leave and he made sure I saw that he crumpled it up and threw it in the garbage...just unprofessional and childish behavior honestly. You’re not going to bully me into buying a car I didn’t necessarily want at the time.

The solution here was simple. Let me go on my way, research RVs, MFs and lease values and I’m sure we could’ve come to some middleground in a day. But Mr. Perez had to come out and ruin all that.

When I got home I did some digging and this place clearly takes advantage of people. The Ioniq 5 on average should have anywhere from 60-67% RV on a 24 month term. I was quoted close to 50% RV on all terms as it was a line item on the right hand side of the paper. People regularly get this car for $300-$400/month on a 24 month lease and I was talked down to here as if it wasn't possible on a 36 month lease. These tactics might work on others but it certainly won't work on me. I've worked with tough dealers in the past but this guy was by far the worst to work with. BMW, Ford, Audi...none come close. I used to exclusively lease cars before I bought my Tesla so I know the ropes but this place clearly takes advantage of people and it's sickening. I was transparent from the beginning giving them my FICO Auto 8 scores but 10% markup on residuals and MF tweaking above market even on less than Tier 1 with unsuspecting buyers equates to thousands spent unnecessarily.

It's a shame because now that I have all the information from third parties, the 5 seems like the car with the best deals and I'm sure we could've found some middleground after the fact but I won't be...

Probably the worst customer service I've ever experienced. I took my car in for a few repairs, some were under warranty, some would be out of pocket. I made the appointment for Saturday at 8am and was originally told it would take about 4 hours. I dropped it off the night before so they'd already have it.

By 1pm on Saturday I called for an update and couldn't get ahold of a live person. Everything had to be done through text. I couldn't get an update on my car until that evening. I was then told it would probably be ready on Tuesday. On Monday I called back, still couldn't get a live person to tell me anything and I realized while they have my car, they might as well look at a couple other items so I texted my advisor and added two extra services. He said he was off until Thursday, but he'd let the tech know.

Tuesday afternoon I hadn't gotten any updates and when they finally got back to me they said the new parts would probably come in Wednesday or Thursday. By Wednesday I hadn't gotten any new updates, so I just went there and said I just need to get my car back. They said they couldn't release my car because some of the repairs are under warranty which makes no sense. I CHOSE to bring the car in, which means everything being done to it is optional, soooo give me my car back. They wouldn't, so they gave me a loaner. I was glad I at least had that. I went back in Friday after work and they said they were still working on it. I said I didn't know it was going to take this long. My advisor said the new parts didn't come in until Thursday - they don't get parts deliveries on Mondays or Tuesdays. If I knew that, I would've not added the extra services and just picked up my car when the original repairs were done, but no one tells you anything. He assured me the repairs would be done that night (Friday) and I could come pick up my car first thing the next morning.

By Saturday afternoon, I hadn't heard anything and he said it's STILL being worked on. He asked if I could come pick it up by the end of the day. I said no because I wasn't nearby and I had planned on picking it up that morning. I asked if I could pick up on Sunday and he said they're closed, so I'll have to get it Monday morning.

I go to pick it up this morning (Monday), I paid, and they said they'll have someone bring my car around. I waited for 20 MINUTES and walked back to the guy I paid and he said "they haven't brought it out yet?" After talking to someone else, they said they can't find my car. A few minutes my car was FINALLY brought out.

Overall they had my car for 9 days after I was originally told it would take 4 hours. The worst part of all of it was the lack of communication. If they would've at least kept me updated, I would know what was going on, but you can't get ahold of anyone.

Worst customer service experience ever. I will never do...