West Houston Hyundai — Local services in Katy

Buyers BEWARE of WEST HOUSTON HYUNDAI!!! This is by far the worst car buying experience I have had in my entire life. I never leave reviews but this experience compelled me too.

Work Experience: Finance Director and Owner of a Finance Company. I have also owned an Auto Leasing Company (I have been in the car business purchasing thousands of cars so this proves that bad car deals can happen to anyone!!)

Short version: They sold the car that I had agreed to purchase, lied about it to me, and then ghosted me.

Long version: I was in Houston on Thursday 8/14/25 for a work closing. My daughter tagged along with me and wanted to spend the day with me since she was leaving for SMU college the next week. We planned on going to lunch and after that she convinced me to go look at cars. I had been wanting to purchase a Hyundai Santa Fe but I still needed to test drive the Santa Fe before purchasing one. We live an hour outside Houston so the closest Hyundai dealership for us to visit was WEST HOUSTON Hyundai on I-10. We pulled in and looked at all the new vehicles. We were about to leave when I spotted one vehicle that was parked in their used car lot that was exactly what I was looking for. The car was used but super clean. I asked a salesperson named Sam Urbina Sr. if I could take the car around the block for a test drive. He threw me the keys and didn't ask me for one thing. So far so good! When we returned from the test drive 8 minutes later, his son Sam Urbina Jr. told us that his dad was with some customers and was busy. Sam Jr. would now take care of us.. I told Sam Jr. that I really like the vehicle and wanted to buy it but didn't have time to work the deal since I had my daughter with me. I already knew the sales price of the vehicle ($35,680 confirmed by Sam Urbina Sr.) which was a great price for the trim package I was buying. I wanted to make sure the car didn't go anywhere so I asked Sam Urbina Jr. if I could put down $2,000 to hold the car for one day. I went inside to fill out the paperwork for the hold but was told that since we hadn't finalized the price they would not take money and hold the car. I said ok I understand and informed them that I would come back tomorrow. As I was leaving the floor sales manager JULIAN GUILLORY ran out and said he knew who I was and appreciated me coming in. He also stated that he knew I was in a hurry and he told me that he would put the keys in his desk for ONE day and the Vehicle WOULD NOT BE SOLD. I said thank you and he immediately send me his digital business card. I wondered how he got my information but then realized that Sam Urbina Jr. put me in the system when I was trying to put money down to hold the car. Here is where I made the mistake. I trusted JULIAN GUILLORY. What a piece of crap and a liar. I should have continued using Sam Urbina Jr. instead. The next day I text JULIAN GUILLORY and asked him to send me the numbers on the car so we could finalized the purchase. He responded with :????? I sent him the VIN number. I got no response so I called him. He said yes ok and he would have someone reach out to me. Around 3pm I was starting to worry since my agreement with JULIAN GUILLORY was for a one day hold. I text him again and all of a sudden I got a random text from someone named Zia would said that the car I wanted would be $42,000. I said you are confused that I already knew what the price was and she said there was an amendment that was going to be added on. I said what are you talking about? I told her I would just call JULIAN GUILLORY instead. I finally got him on phone around 5pm. and he stated that I should just buy a new one and he would get me a great price. I said I don't want a new one I want the car that you are holding for me. I never heard back from him, so I called Sam JR. He said MY CAR WAS SOLD!!!!! The general manager Matt Shiek still has not called either. Buyers BEWARE of WEST HOUSTON HYUNDA and...

UPDATED* HUGE DISAPPOINTMENT!

WARNING: THIS IS A LONG REVIEW / RANT BUT DON’T BE LAZY !! DON’T GET A CAR HERE !!

READ IT!!!!! (( SPECIALLY IF YOU’RE PLANNING TO MAKE THE HUGE MISTAKE OF BUYING A CAR HERE ))

Got my Hyundai Kona 2024 on a lease in March of 2024. Car has been a nightmare and the way Hyundai has managed my case as well, in a very unprofessional and mercenary manner, they just want to keep getting my money monthly, with total disregard for my customer experience and how the defective vehicle they sold me is impacting my life at every level (including my health as a Cancer patient) they just don’t give a flying F!!!

In a Year and a half, the car has left me stranded 7 times already….. let that sink in! It has been on maintenance 7 times already, only once has been a routines/mandatory maintenance visit.

5 times due to an electrical issue that drains the battery, the service department will just disable features (that I’m paying for and that were advertised by the salesperson to get me to choose the car) another useless “fix” is they will download upgrades to the car that won’t do anything, the issue KEEPS HAPPENING! Last time they literally told me “we can’t guarantee it won’t happen again, let’s just hope it’s fixed now” so I have to roll the dice and just go everywhere with anxiety since I don’t know when is the next time my NEW defective car will stop working and let me stranded AGAIN!

The car has been in 2 different dealership maintenance shops and they haven’t been able to address the issue.

In the middle of all this I’ve been complaining to the dealership and they just tried to sell me another car (keeping an accumulated debt from the one I still have), they also told me to “deal with Hyundai corp directly” those people have just told me “NO” to every single request I’ve made which is RELEASE ME FROM MY LEASE CONTRACT WITHOUT ANY BREACHES OR PENALTIES ON MY END! They’re haven’t fulfilled their side of the agreement and are just letting me suffer with this defective vehicle till the very last day of the contract.

The 6th ocassion that took me to the dealership, while on the road the car out of the blue, showed me the engine symbol while in the highway at 75mph and it abruptly brought the speed down and started shaking horribly, then it didn’t allow me to go over 50mph, it was at night 11pm and I was and hour away from home, somehow I made it, but again, it’s unacceptable!

They just told me on this last occasion that the warning I got and the situation that happened was that the car had a misfire, a totally new issue, you can’t make this up. AGAIN… They told me they couldn’t replicate the issue but they HOPE they fixed it and asked me to take it back again, I asked them to keep it until the situation is fixed and had to endure 4 days without a car. Of course, no considerations of any kind.

Both, the dealership and Hyundai corp are holding me hostage and blatantly unwilling to release me from my contract and take the car back knowing that the car is defective, they haven’t offered me a loaner car even once!

I should’ve never left Toyota. Barely ever had issues with them, and when something happened they would treat me with respect and empathy, loan a car, work with me to fix the issue as soon as possible, be apologetic but EFFECTIVE!

Now I’m here today for the 7th time at this dealership, having to work remotely from this place, my laptop’s keyboard isn’t working, I asked one of their “client success” people to help me borrow a keyboard so I can work while I’m stuck here, dude didn’t even try to help, said the IT dude wasn’t around and “there’s nothing we can do” (with so many times I’ve heard this at Hyundai, this should be their slogan).

HYUNDAI SUCKS! My experience has been the worst you can possibly imagine! STAY AWAY save yourselves a headache! A car in Houston is way too essential in people’s life to be dealing with this kind of nonsense and...

I will start off with who not to consider as your sales rep/ staff at this location

Preston Falbo, product specialist JR Hill, Sales manager Anibal Alanis, Sales manager (claims he oversees sales and finance) Kayla Hernandez, Internet Sales Manager

We went in on 2.22 to take a look at the Hyundai palisade, it was like around 8 pm, our first time looking at Hyundai vehicles and we did like the vehicle itself. My husband wanted to do a bit more research before to make sure we were getting a good deal. When we walk out and are already in our vehicle JR Hill knocks at our car window very aggravated stating that "we though we had a deal, I have my guys here until almost 10, what's the problem" almost felt like we were getting threatened. In which I stated that if they do loose this deal will be because of his attitude/approach and no fault of his sales rep.

Next day, their marketing director gets in touch and tries to rectify the situation and leads us to another team.

We get in touch with Kayla, the Internet Sales Manger and my husband and her go back and forth about the vehicles. We end up agreeing to go back on 2.28 to close on the vehicle her and my husband had spoken on.

We get there later than we expected, but with the expectation to finalize paperwork. We arrived and it seemed there was in fact no sales team to receive, you can tell they ask Preston to take over.

Preston then pulls a car saying that was the car Kayla told him was for us. He comes back with the quote and it turn out it was a quote for a another vehicle, because the other one had sold earlier in the morning. Mind you, we were told in the afternoon the vehicle was waiting for us, this quote was higher and I just said why waste our time and your time, if the vehicle had already sold and you are trying to sell me a higher package one. We then re-negotiate on this vehicle and once we make a commitment on said vehicle he tells us to sign saying we agree to the price. This was to be the OUT THE DOOR NUMBER, this was also said by Anibal.

We then sit to submit our credit application and understand their finance terms. Anibal comes back with a whole different OUT THE DOOR number. I asked to see the paper I had signed stating the agreed amount and all of sudden it turns out the VIN number was different, Preston literally sat there looking at me like if I had dementia or something and didn't know what I was speaking about. They are trying to backtrack and all of a sudden the sold vehicle is back on the lot.

Definitely will be filing a complaint with the credit bureau. be very careful if you decide to do business with them, I would literally check the VIN number of the paper match the vehicle and record any interactions with them.

Update on 3.4

We attempted to call several times to get them to remove the hard inquiries since this is considered fraud. I was finally able to. Talk to Kayla and told her if we were not connected to the GM or finance director we will take further action such as filing a police report. She decided to hang up. Made them aware and just so You all know what type of dealership you are...