The sales side of my experience with Future Hyundai of Concord was great. Chong Lee (my sales rep) reached out immediately when they received notice that the Ioniq 5 we reserved was available. She was very friendly and professional during the entire transaction and very knowledgeable about the vehicle. She took time to show me all the important features of the Ioniq 5 and assisted with the Bluetooth set-up to my mobile, which I greatly appreciated. When she saw my last post where I expressed disappointment on the transparency in financing and issues with the service department, she immediately reached out again to address these issues. Thank you, Chong Lee.

Original Review

02/14/2022

4

Category: Sales

Great Customer Service, frustrating lack of transparency on full cost of vehicle

The sales side of my experience with Future Hyundai of Concord was great. Chong Lee (my sales rep) reached out immediately when they received notice that the Ioniq 5 we reserved was available. She was very friendly and professional during the entire transaction and very knowledgeable about the vehicle. She took time to show me all the important features of the Ioniq 5 and assisted with the Bluetooth set-up to my mobile, which I greatly appreciated. The finance side of the transaction also went very smoothly and Robert was also very friendly and knowledgeable about getting me the best APR possible on the car loan (2.38%- very good!). My only grievance comes to the fact that the dealership did not explain why they marked up the cost of my vehicle significantly and the cost of the optional service contracts, protection products and debt cancellation agreement (Cilajet, portfolio elite, express tire and wheel and express gap) were not pointed out when I signed the papers. The MSRP was $47,520 and I was charged $55,020 for the vehicle. Chong apologized they could not bring the price down any lower which was a nice gesture on her part, but I would have preferred a lower price obviously or at least would have like to understand why they marked the price up as much as they did. Regarding the additional service contracts and protection, the charges for these three programs was a total of $8,279, which was not clearly pointed out to me before I signed the contract! This was my main point of contention in the experience of buying a new car- the additional coverage and protection plan costs were not explained, nor was there any explanation why the cost I paid was so much higher than MSRP. I'm sure there are very good reasons for why the dealership charged what it did, and I would have felt much better about the whole experience if those reasons had been explained. My profession is in sales for a multi-million $ CPG company and I would never in a million years consider conducting a deal where I did not lay out all the costs involved in a transaction in a clear and transparent manner to the customer. It shows a lack of trust and respect to conduct an expensive transaction without being 100% transparent in the pricing process.
The last issue I have is that when I brought my car in for the $1,295 cilajet protection, I discovered discoloration on the 2nd row seats after the treatment, which has yet to be resolved at the time of this review (I called the dealership three days ago when I first discovered the discoloration issue and they have not called me back yet.) In summary, I would recommend Future Hyundai of Concord based upon the customer service provided as it was excellent, but I would suggest to a friend or colleague to shop around before deciding on this dealership, if possible, given the lack of transparency in the financial aspect of the situation and the poor experience I have had (so far) with the service side of the dealership.

ED C. from Future Hyundai Of Concord responded on 02/14/2022 04:42 PM

Thank you for taking the time out to fill out our survey and we appreciate the feedback. We apologize if your purchase didn't meet your expectations. I would love to discuss your purchase experience with you and see what occurred. Please reach out to me at 925-521-2126 or by email at echui@futurehyundaiofconcord.com.

Thank you,
Ed Chui
General Manager

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