Napleton Palatine Hyundai — Local services in Palatine Township

I don’t even know where to start with my story and experience related to Hyundai Palatine. I submitted an application on their website. For several days, I received persistent calls from the manager, Igor Astakhov, urging me to come in immediately to finalize the deal. On June 15, 2024, I traded in my old Toyota Prius for a new Elantra 2024 model. I’ll say upfront that I have no complaints or issues with the car itself. However, I have many complaints and issues with the work of their manager Igor Astakhov and their financial managers.

First of all, I spent 7 hours at their dealership on June 15, 2024, finalizing the deal. My wife and child were extremely tired from spending such a long time in a place not equipped for extended stays. Additionally, they performed about 10-11 hard inquiries to get the credit approved and engaged in other minor deceitful practices (for example, Igor lied to me about having a built-in dashcam in the car).

Furthermore, since my previous car was financed, they promised to close my old loan and add the difference from selling my old car to the price of the new one. They assured me that the old loan would be paid off within 14 days. To my surprise, I received a call from the old bank a month later saying that I hadn’t made any payments and that no funds had been transferred from Hyundai. I tried to reach Igor for a couple of days but, apparently, once I bought the car, he had no desire to communicate with me again.

I went to their dealership on July 15, 2024, and financial manager Donald asked me to re-sign the contract. According to Donald, my previous contract was canceled for some unclear reason. I agreed, and together with Donald, we called my old bank, where Donald promised that Hyundai would pay off my old loan within a week. To my great disappointment, on July 29, 2024, I received another call from my old bank stating that no payment had been made, and they might apply penalties. Igor continued to ignore my calls.

I went to the dealership again, and financial manager Jose Maldonado asked for my and my wife’s SSNs to resolve the issue. We called my old bank, and Jose Maldonado asked me to make a payment of $530 for my old loan, and Hyundai would send a higher amount to my old bank, with the old bank then refunding the difference. I made the payment, but to my unpleasant surprise, I discovered that the payoff amount for my old loan as of August 15, 2024, is $7,948. Jose Maldonado later told me that Hyundai would transfer $8,100 to my old bank, which was the amount as of June 15, 2024. Therefore, my old bank would only refund me $152, not $530. Thus, these guys deceived me again. Jose Maldonado said he would help me with the issue on July 30, 2024, but there has been no response from him.

If you think that’s all, I regret to inform you that today, coincidentally, my wife’s credit report had 5 new hard inquiries added. I called Igor (which was a miracle, he answered), and he told me he didn’t know what these new hard inquiries were and that I should call the financial manager, who, like Igor before, didn’t answer the phone. It seems that not answering calls is a habitual or corporate ethics practice at Hyundai. For now, I’ll end my story as nothing has been resolved yet. If you want to spend a lot of time and nerves, I would confidently recommend Hyundai Palatine, specifically Igor Astakhov. You will experience a full range of angry emotions and, after talking to Igor, feel guilt and...

★★★☆☆ I purchased a Tucson Hybrid with cash in June. The finance manager told me I would receive the title within a week, but I have not received it yet.

★☆☆☆☆ Update 07/30/24 I still haven't received. I emailed to 'Response from Hyundai,' but I haven't received any reply.

★★★★☆ Update 08/29/24 Finally Received!

★★☆☆☆ Update 10/02/24 At first, I issued a check, but the bank declined it, suspecting fraud. I later found out and contacted the bank to resolve the issue. However, Hyundai informed me that their policy had changed, and they no longer accept regular checks—only cashier's checks are accepted now. Naturally, I’ll be responsible for the fee. I’m disappointed with how this was handled. P.S. Autonation Hyundai accept personal check.

★★★★★ Update 10/24 They came to pick up the check.

★☆☆☆☆ Update 11/09/24 After driving 5,000 miles, I went to the dealership for my first oil change. I also reported an issue with the driver’s seatbelt making noise, which had started not long after I purchased the car. The service center told me the work would take an hour and a half, so I decided to wait. However, after two hours with no updates, I followed up and was told I needed to wait longer. (Total I waited 3hrs and half)

Later, they informed me that there was an issue with the door weather strip. They asked if I had opened it before, and I honestly admitted that I had because the noise was so bothersome. They then told me the weather strip was pinched and, because of that, they couldn’t fix it. However, I was certain the weather strip had been in that condition since I bought the car. Initially, they said replacing it would cost $800.

★★★★★ Update 11/21/24 I left a message to Hyundai directly, I was finally able to get the weather strip replacement approved for free. While this situation made me wonder if I’d purchased a lemon, I decided to move on since Hyundai agreed to fix the problem.

The dealership said the noise was due to the weather strip, so after it’s replaced, I’ll provide an update on whether the issue is resolved.

★★☆☆☆ Final Update 12/05/24 - I’ve Decided Not to Visit again.

I scheduled a 9 am appointment, and my wife arrived on time. A staff member, Kelsey, asked what part we had ordered which confused my wife since I had already provided detailed information during booking. Fortunately, another employee stepped in and resolved the issue. They said the service would take 1.5 hours, so my wife requested a shuttle. They told her it would take 40 minutes, but after an hour, there was no update. When she asked again, they said the shuttle only covered 5 miles, while our home was 8 miles away. So, she gave up on it and asked about the car, but they kept telling her to wait. After 1.5 hours had passed, she asked again and they said "submitting photos to Hyundai, which would take 30 more minutes." In the end, the car wasn’t ready until 2 hours and 15 minutes later. I requested a free OTA update (as stated on Hyundai’s website), but they tried to charge $400. I filed a complaint with Hyundai Customer Care, and they confirmed it should’ve been free, but I’m too frustrated to deal with this dealer again. The sales team is great, but the service department is disorganized and poorly trained.

We’ve decided never to visit this service...

I wish I could give 0 stars. When they showed me the final price of the car there were an additional $2k in charges I didn't expect. I understand document, registration and taxes but there was an additional $366 government fee? Whatever, but then there was a fee for theft protection for 1 year($398), key replacement for 1 year ($399) and a paint protection film ($1,198). I expressed how I did not need any of those things and had a set budget for a car. My step dad was with me during this process and also expressed how these things were unnecessary. The salesman, Abaan, said the paint protection was already applied to the car so that charge was necessary. I asked why this wasn't included in the advertised price of the car then and my step dad stated how the film wouldn't even last on the car for a full year (he has worked as a mechanic for multiple car dealerships previously.) Abaan sarcastically stated how my step dad was clearly a way better salesman than him and he should sell the car to me, and walked off to talk to his manager. The sales manager finally said he would remove the extra charges. I wait 2 hours and finally am told that I was approved for an offer. It was 9 pm at night when I finally meet with keith, the finance rep, I didn't mind waiting but the entire experience with him was horrible. He made it known several times to me that he had been there all day, he never told me how many loans I was even offered, I had to ask. He kept pushing papers towards me to sign and seemed annoyed that I was reading the documents before signing them, I asked if he could then brief me on what I was signing so we could move more quickly. When everything was done being signed he never said a thank you, a congratulations or even a goodbye as I put my coat on to exit his office. Abaan walked out of the building with me and never said thank you for doing business with us or congratulations or even goodbye 🥲 my car needed some work before I got to drive it home. A week later I pick up my car but then realized it's still missing a hub cap, Abaan swore up and down, promised how the hub cap would be replaced before I picked it up. I purchased the car 12/20/24 and I have yet to have this promise honored. On 1/2 he said they would be ordering the part for me. I reach out several times with no response. I call the service department and they said there is nothing they can do if the salesman made a promise, he needs to honor and handle it. On 1/13 I reach out again and he finally responds saying did you receive a check from leader auto group. I was very confused and he stated that they were sending me a check so I could purchase the hub cap myself. He again assured me that once he had more info he would let me know. It is 1/30 and I have received no check, received no calls or texts. I am extremely disappointed to say the very least and strongly discourage anyone from considering purchasing a car...