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Fast forward to December 28, 2023 – I texted Demario requesting the service department contacts that he stated he’d recommend. I told him that I was traveling in-town and required an oil change. He texted me back with the names, and associated numbers, of his recommended contacts. Demario also texted that he wasn’t there (at the dealership) – that I would need to call service, directly, myself.
That day, I called and spoke with someone at Checkered Flag who said they would not have any appointments for oil changes until a month out because of the service they were performing on recalled vehicles. I followed up calling the specific numbers Demario provided, via text, and left several messages on voicemail, over the course of a couple of days, for either of the two individuals Demario recommended. To date, I have NEVER received a return call.
The following weekend, I drove directly to another Hyundai dealership, in the DMV, and received an oil change –including the first maintenance service—that very same day I visited.
In January 2024, I emailed the Hyundai Corporation summarizing the issues I'd experienced. They replied on January 29, 2024, establishing a case number, apologizing for my experience, stating “customer satisfaction is one of Hyundai’s top priorities,” and guiding me to contact Checkered Flag Hyundai World to speak with the manager of the sales department or the General Manager (GM) of the dealership, directly.
On Monday, February 11, 2024, after 2pm, I called the dealership and initially reached salesman/Paul Hamm – I asked to speak with the GM. He told me the GM wasn’t there. I asked for the GM’s name; Paul gave me the name of Ryan Garner. Paul asked me the nature of my call. I advised of the tow hitch issue, stated I’d contacted the Hyundai Corporation, and that I was calling the dealership for reimbursement.
Shortly thereafter, I discovered I had a voicemail from Adam Hamilton who stated he was calling to confirm my address and he’d send a check out. I attempted to return Adam’s call – calling his associated numbers several times. I spoke with the Checkered Flag receptionist/Darlene who called Adam Hamilton, George Hamilton, to which I chuckled, stating I wanted to speak with “Adam,” not “George” Hamilton, the actor. After several failed attempts to contact Adam, Darlene provided me with what she said was Adam’s direct number and stated she’d transfer me. After the transfer, I reached a voicemail, several times, that did not contain Adam’s name; however, I reluctantly left a message. Being unsuccessful with speaking with Adam via telephone, I drove to the dealership.
I arrived at the dealership and saw Demario, immediately, at the front door. I told him I was there to speak with Adam Hamilton about receiving reimbursement for the tow hitch I’d never received. Demario surprisingly asked me, “They didn’t contact you?” Then, Demario walked straight to someone [I’d come to learn was Adam], and I followed. I told Adam I wanted to pick up the check after he stated he’d mail it. During the conversation with Demario and Adam, I told Adam I’d attempted to return his call, earlier, that I experienced difficulties being connected to his extension and that the Checkered Flag receptionist stated she’d connect me to George Hamilton. I told him what I’d light-heartedly stated to Darlene after she called him George. Demario laughed stating he’d call him George [too]. I asked Adam if the reimbursement would include consideration associated with financing the tow hitch. Adam responded, asking me if I had called the dealership to ask about the tow hitch. I asked him if the onus was on me – the customer— for the tow hitch [receipt and] installation? He stated he was trying to figure out who was responsible. In betwixt and between, Adam asked me if I still wanted the tow hitched installed. I replied, no, I was salty about the entire situation. [*My thought was: Like, how can you have confidence in an organization that conducts itself in such a manner?] I stated, me, not being contacted about the tow hitch, was something he needed to discuss, internally, amongst them (Demario, himself and his staff). I told them I followed up with the contacts Demario provided me; that I’d called the service department several times – had left voicemail and never received a return call. Adam then asked who was responsible. I looked at Demario, who replied that when he spoke with the service department reps, he was always told the parts were on back order. I expressed to both men that I’m always quick to apologize when I am at fault. Neither of them apologized, ever. Demario and Adam both discussed that the individual in the service department got fired for not returning calls. I was stunned and expressed sorrow for the firing. They both stated the former employee deserved it.
I followed up by asking how soon I should expect the check because I’d be in town for a few days. Adam entered some data into a computer, stated he’d made the appropriate request and stated he would be off work on Tuesday, but would return to work on Wednesday, February 14, 2024, however I could follow up on Tuesday if I’d like. I stated I would not bother him on his day off, I’d be fine with following up on Wednesday when he stated he’d return to work. He said he would be available after 3pm, Wednesday – after the company’s harassment training, quipping that the company would teach [them] how to harass [people]. I gave both Adam and Demario a light-hearted fist bump and told Adam I’d talk with him/Adam on Wednesday.
I called Adam at 3:40pm on Wednesday, February 14, 2024. I reached a generic voicemail recording, again, and did not leave a message. Later, I drove to the dealership and was greeted by an employee/Maya who told me she’d locate Adam. Moments later, I greeted Adam, who immediately stated the check was cut. I asked him if it included associated finance consideration because I was now approaching six (6) [actually, seven (7)] months of car payments. He stated sales tax was the only thing he asked for. He went to his desk and used a calculator to tell me the sales tax would be $17 and change. I said to him, I would not belabor the issue of finance charges, that “I’d let karma handle it.” Then, I asked Adam when I should expect the check. He told me I will get it when it comes. I asked again, when should I expect the check –because I told [him] I would only be in town for a few days. He said he didn’t make the owner [of company] sign checks. He proceeded to say the onus was on me and the dealership…we both were at fault, that he was the one who requested the check, and he didn’t have to give me anything. I told him he did because I did not receive the tow hitch, nor the (associated) service. I asked him again, what has been his experience regarding a check arriving at the dealership with respect to a similar/historical situation. He said it could arrive tomorrow. I said, “Thank you, that’s all I was asking.” Then Adam said he didn’t like what I said or he didn’t appreciate what I said about karma, and that karma didn’t apply. I told him it did – listen to the Taylor Swift song. I walk a few steps away from the desk and then a few steps back, telling Adam [because of this experience] I was not going to do business with Checkered Flag again and that I was going to document the experience. He popped his lapel and said, “Good,” [my name is] Adam Hamilton!” I replied, “I know who you are…George.” Then, I left the building.
I’ve shared with family and friends from the moment this experience became an unpleasant ordeal, that if I did not get an appropriate, satisfactory resolution in this matter, karma would ensure I am made whole regarding this experience, some kind of way.
I’m keeping my peace about this matter. *As my beloved mom used to say, “Follow your first mind; it won’t lead you wrong.” And as beloved Maya Angelou guides: “When someone shows you who they are, believe them…the first time.”
It's February 14, 2024. Happy Valentine’s Day!
Harry S. Truman - "The buck here."
Notion: Management ultimately takes responsibility.