Hyundai of San Bruno — Attraction in San Bruno

would have given 5 stars but the 3 stars is deserved. The sales associates were great but the sales floor manager did not fair so well. I came in 2x. First time to test drive and collect info on the car I was interested in. Will Ng met up with me to answer my questions and let me test drive the vehicles. He didn’t try to upsell me on a different trim line or pressure me to close the deal that day. Towards the end he did try to close the deal with sales manager in tow, but I politely declined. They gladly provided a worksheet with a decent offer and I told them I would think about it. After some back and forth for a few days, I decided to go back and finalize the deal. Will informed me he would not be there but his colleague Thomas would help me. I met up with him and briefed him on my situation and what Will and I went over. He let me drive the vehicle again this time in the car that was on the and worksheet. We went over the numbers. I’m not going to lie but it was a decent deal…..but the way the acting sales manager or floor manager at the time I dealt with the final price could have been better. I could have walked if I hadn’t all ready spent so much time with them all ready. The price was decent but I had a cashiers’ check in hand with the desired amount. Which of course they offered a little over which at 1st I didn’t mind. I could have paid the difference regardless……I approached the acting sales or floor manager myself and tried to have them settle with the cashiers’ check amount. He said he couldn’t and had to charge me credit card service fee if I used a credit card to pay the difference which was not even $1k. I asked if I could finalize the deal and drive home with the car and pay the small difference the next day since I had my elderly mom and my sister in tow and had no way home, since we took an uber there. I told them they would have all my information and they could find me if I didn’t return. Of course the sales manager said no which was understandable…I again said just cut the difference and accept the cashiers check amount and he declined and so I said can you just cut the service fee from the credit card transaction and he sternly said no and didn’t suggest the alternative which I later brought up. I mean a credit card service fee is tiny compared to the amount I had on the check and he even had the nerve to bring up financing after this discussion. Showed no compassion for the time I was there and I family in tow. I then brought up debit card and asked if they charged a service fee for that which I heard in the past there was no service fees attached to debit card transactions, if there was any truth to that, I don’t know. The sales manager said no service fees for doing so. So I made the final payment using my debit card. Again it wasn’t really the money, it was more of how the sales manager handled it and didn’t even consider offering me the debit card solution. I bought the car from them in the end regardless of how the sales manager handled the situation and since the sales associates Will and Thomas were very respectable. I know most people would have walked out if the sales manager was less than desirable. I have yet to experience the service department since I have owned my car for only 2 weeks. I think they may be understaffed with being auch a large dealership. I wanted to just drop in and change my oil and have them do the initial inspection after I reached the break in period while I wait but they only had an available appointment for July. They really should hire more mechanics so they can cover just oil changes while we wait and can be serviced...

If I could give this dealership 0 stars, I would. Here is the current ordeal I've been the victim of as of 11/14/2024.

On 5/1/24 my 2013 Veloster Turbo had its turbo suddenly catastrophically fail on Highway 1. It was immediately towed to this dealership. I was told I would have diagnostic results in 3 days.

1 week later- no word. I called to follow up. I was told the turbo was a total loss and I could be potentially looking at a full $15k engine block replacement. Due to the plethora of outstanding engine recalls, I wanted to confirm that the turbo wasn't damaged by other flaws in the engine. I was told they'd investigate and have results in 3 more days. 2 weeks passed without word. I called, emailed, and texted serval times without any response from John, the service manager. John routinely dodged calls and never got back to me when he said he would. After 4 weeks John called to tell me that my engine had signs of sludge (which was off considering I meticulously maintain and perform oil changes myself). He said he'd investigate (again) and have results in 3 more days.

Nearly a month passed without any return communication. I began receiving automated texts and emails for the wrong customer(s). When I eventually got a hold of a different manager, they didn't even know who I was or what my car situation was and couldn't even confirm they had my vehicle. Eventually John called back, he barely even remembered by situation and hadn't performed literally any of the services he had promised and now wanted $400 for an engine inspection when he said he would do it for free. I told him that I would contest this as it could determine whether or not my turbo would be covered by Hyundai (they were asking $3,500). ABC 7 On-Your-Side was contacted and they stated that the issue is so rampant that rather than focusing on my case alone, they sent me mountains of legal resources to fight back with.

As of now, it has been half a year since they took possession of my vehicle, and they've performed no good-faith inspection of the causes of failure. Since August the State Bureau of Automotive Repair has been investigating them for me and other customers with outstanding complaints. They've dodged, ignored, and outright lied to myself and the Bureau even claiming that John doesn't work there anymore (he does). They claim that I agreed to end service with them (I didn't) and closed me case (according to them) 8 weeks ago but never notified me and dumped my vehicle in the mall parking garage without service tags where it's been deteriorating further for months. My car is objectively in WORSE condition than when they received it. They still have my keys and I've never signed any documentation consenting to termination of service. Corporate Hyundai USA is also investigating the dealership after a formal grievance was filed with the company. Both investigations are still ongoing at this time.

It should be noted I've not had a car for half a year and not once have I been offered a loaner vehicle as well. This dealership has effectively vandalized my vehicle with incomprehensible levels of incompetence and unethical business practice and my car, at this stage, is effectively worthless. Best case scenario is that they compensate me the cash value of the turbo replacement and they simply keep my car. I will absolutely never, EVER purchase or worth with Hyundai again after this. No way.

Do NOT become another victim. I will update this review as...

My mom purchased a new car from Hyundai of San Bruno last weekend. We're from Vacaville and initially visited the Hyundai dealership there. The salesperson in Vacaville was fantastic—extremely patient, informative, and really sold us on the car. Unfortunately, they didn’t have the color my mom wanted. Since she hasn’t bought a new car since 2009, we weren’t going to settle for anything she didn’t absolutely love.

The San Bruno location had both of the colors she was interested in. We called ahead the day before and made an appointment to view the cars. Omar spoke with my mom on the phone, took the time to go over the details, and even asked for her Starbucks order for the next morning.

When we arrived on Saturday, we were informed that we would be working with AJ instead of Omar. While AJ was friendly enough, we were a bit disappointed that the cars weren’t pulled up and ready for us as expected, especially since we had scheduled the appointment in advance. Still, we moved forward and took a quick test drive around the block. AJ answered our questions but didn’t really make much effort to sell the vehicle. Honestly, if it hadn’t been for our great experience at the Vacaville location, we probably wouldn’t have gone through with the purchase here.

When it came time to discuss purchasing, it felt like AJ was rushing the process. My mom is in her 70s, and this was a major decision for her. She wanted to explore different financing options and see breakdowns based on various down payments. You could tell AJ was getting impatient, but we got through it.

Next, we worked with Rohith in finance. He was decent—patient and answered all of my mom’s questions. He told us all signed documents would be emailed and that we’d have 14 days to review and download them.

After wrapping up with Rohith, AJ spoke with my mom one last time before handing us back off to Omar. He assured her he’d follow up to make sure she was happy and said he’d be available if she needed anything. He also emphasized that she should leave a 5-star review.

However, once we got home and reviewed the documents, we realized the invoice showing the price breakdown, down payment, financed amount, and monthly payment was missing. My mom called the dealership three times between Monday and Tuesday, speaking with Omar, AJ, and Kevin. Each of them said they’d email the invoice, but none of them followed through.

By Thursday, she was beyond frustrated. She finally reached Bruce Andrew, who got someone from finance to send the document within minutes. Bruce also followed up to confirm she received it and apologized for the delay.

The way my mom was treated after the sale made it clear that the focus was only on closing the deal—not on providing real customer care. It's disappointing, and because of this, we won’t be returning to or recommending Hyundai of San...