I sent a copy of our experience to Key Hyundai of Manchester and Key Cars (they own this dealership along with 3 others in CT) and received a form response that they would contact me. After more than a week, we never received a response. That says all you need to know about this company.
My wife and I accompanied our son to Key Hyundai of Manchester last year to buy a used car. Our salesperson and experience were good, and our son bought a car.
Six months later my son noticed a noise with the brakes and brought it to Toyota for an oil change and multi-point inspection (we’ve used Lynch Toyota for decades). They said his disc brakes needed changing. One brake was 3mm, while the other was 0 (metal on metal). I thought it was odd that one brake was at 0 after only six months so I called Key Hyundai. An off-site person answered, but put me through to Key Hyundai Sales, where I was immediately disconnected. I called again and this time was connected directly to Sales. I asked if our Salesperson was in, and they put me through to his phone. No one answered so I left a message (never did receive a call back). After a couple hours of not receiving a call back I called Sales again. They finally discovered this was his day off, so I asked for a manager. I explained my concerns with my sons brakes and his response was to state that they do not release a car with brakes under the state minimum (very defensive). I explained I simply wanted to have his brakes checked out as it had only been 6 months since he bought the car. He then put me in contact with the Service Dept, where a pleasant lady told us to bring the car in the next morning and ask for her. She also looked up the car and said it had been delivered to Key Hyundai in June (we bought it at the end of August), and the disc brakes were measured at 5 mm and 4 mm.
My wife and son dropped the car off and asked to speak to the Service woman she was referred too. When the guy asked her to help them, she was rude and said something about not having had her coffee yet, however her attitude changed when he told her they were told to see her. My wife gave her my phone number as they both left for work. I received a call from a Service person who told me the issue with the brakes was a stuck disc which caused the brake to wear rapidly, and it would cost $1,200 to replace both brakes. He said he was waiting to hear from his manager about any possible discounts. I told him to go ahead and repair the brakes, as they had to be done regardless, then have either his manager or him call me back. By late afternoon I had not heard back from anyone at Key Hyundai, so I called them back. The Service member said the car was done but he had not yet gotten the paperwork. I headed to the dealership, as I needed to get the car keys before they closed, because my son worked until 8pm, when they would be closed. I spoke to the same Service member, who was very distracted and rude. At one point he started making some odd comment about my son driving fast and putting a lot of miles on the car, until he realized he was looking at the wrong paperwork. He got the correct paperwork, but never apologized for his rude comment. He gave me the bill which was $1,200. I asked what his manager had said, but he simply said I’ll give you 10% off. At this point I had already concluded this dealership was not for us and simply paid the bill and left. As I was heading to my car, I passed 2 customers and a Sales Associate who were arguing in the parking lot. Something along the lines that “we were promised something and didn’t get it”.
Note: This dealership has been under renovation since we bought the car and it appears from my perspective, that the tight quarters and conditions has put the staff under severe stress. We dealt with many rude associates and heard associates complaining about this and that. The place seemed very disorganized. However, this is not an excuse for bad customer service and the dealership manager should be dealing with these issues.
Unfortunately, the story does not end here. My son then told us that the “Emergency Brake” light occasionally would come on, then go off. Also, what he believes to be the “Traction Control” light has been on since he got the car back. So, my wife called back the Service Dept the next day to inform them of this issue. Again, the Service person was rude and asked, “why my son was driving the car with these lights on”, to which she replied, “because this is how you released the car to him, and you were closed”. He then said to bring the car in anytime.
My wife and son returned the car to the Service Dept and again the Service person was rude and asked, “why my son was driving the car with these lights on”, to which she replied the same as she did before. So, after 1.5 hours they returned the car and said they simply had not reset the warning lights.
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My wife and I accompanied our son to Key Hyundai of Manchester last year to buy a used car. Our salesperson and experience were good, and our son bought a car.
Six months later my son noticed a noise with the brakes and brought it to Toyota for an oil change and multi-point inspection (we’ve used Lynch Toyota for decades). They said his disc brakes needed changing. One brake was 3mm, while the other was 0 (metal on metal). I thought it was odd that one brake was at 0 after only six months so I called Key Hyundai. An off-site person answered, but put me through to Key Hyundai Sales, where I was immediately disconnected. I called again and this time was connected directly to Sales. I asked if our Salesperson was in, and they put me through to his phone. No one answered so I left a message (never did receive a call back). After a couple hours of not receiving a call back I called Sales again. They finally discovered this was his day off, so I asked for a manager. I explained my concerns with my sons brakes and his response was to state that they do not release a car with brakes under the state minimum (very defensive). I explained I simply wanted to have his brakes checked out as it had only been 6 months since he bought the car. He then put me in contact with the Service Dept, where a pleasant lady told us to bring the car in the next morning and ask for her. She also looked up the car and said it had been delivered to Key Hyundai in June (we bought it at the end of August), and the disc brakes were measured at 5 mm and 4 mm.
My wife and son dropped the car off and asked to speak to the Service woman she was referred too. When the guy asked her to help them, she was rude and said something about not having had her coffee yet, however her attitude changed when he told her they were told to see her. My wife gave her my phone number as they both left for work. I received a call from a Service person who told me the issue with the brakes was a stuck disc which caused the brake to wear rapidly, and it would cost $1,200 to replace both brakes. He said he was waiting to hear from his manager about any possible discounts. I told him to go ahead and repair the brakes, as they had to be done regardless, then have either his manager or him call me back. By late afternoon I had not heard back from anyone at Key Hyundai, so I called them back. The Service member said the car was done but he had not yet gotten the paperwork. I headed to the dealership, as I needed to get the car keys before they closed, because my son worked until 8pm, when they would be closed. I spoke to the same Service member, who was very distracted and rude. At one point he started making some odd comment about my son driving fast and putting a lot of miles on the car, until he realized he was looking at the wrong paperwork. He got the correct paperwork, but never apologized for his rude comment. He gave me the bill which was $1,200. I asked what his manager had said, but he simply said I’ll give you 10% off. At this point I had already concluded this dealership was not for us and simply paid the bill and left. As I was heading to my car, I passed 2 customers and a Sales Associate who were arguing in the parking lot. Something along the lines that “we were promised something and didn’t get it”.
Note: This dealership has been under renovation since we bought the car and it appears from my perspective, that the tight quarters and conditions has put the staff under severe stress. We dealt with many rude associates and heard associates complaining about this and that. The place seemed very disorganized. However, this is not an excuse for bad customer service and the dealership manager should be dealing with these issues.
Unfortunately, the story does not end here. My son then told us that the “Emergency Brake” light occasionally would come on, then go off. Also, what he believes to be the “Traction Control” light has been on since he got the car back. So, my wife called back the Service Dept the next day to inform them of this issue. Again, the Service person was rude and asked, “why my son was driving the car with these lights on”, to which she replied, “because this is how you released the car to him, and you were closed”. He then said to bring the car in anytime.
My wife and son returned the car to the Service Dept and again the Service person was rude and asked, “why my son was driving the car with these lights on”, to which she replied the same as she did before. So, after 1.5 hours they returned the car and said they simply had not reset the warning lights.