General Manager (Hess Darvisk) and General Sales Manager (Benjamin Stark) are deceptive/fraudulent and practice inadequate customer service skills.
On June 12, 2021, we traded in a 2020 Dodge Ram truck (7200 miles) with the factory mats and all weather mats that we purchased. After waiting for 4 hours due to a shortage in their financial staff we purchased a 2021 Hyundai Santa Fe Calligraphy SUV. The SUV was missing the factory mats that were included in the package/price of the new SUV. After questioning the General Sales Manager (Benjamin Stark) about the missing mats, we were told that he would overnight the mats on Monday, June 14th. He explained that due to theft of the new mats that they no longer store the new mats in the new vehicles and all mats are stored in their parts department. He then stated that their parts department closed at 6:00 pm. After making 20 plus calls over several days, constantly emailing the General Manager (Hess Darvisk) and General Sales Manager (Benjamin Stark) we were told that the 2021 Santa Fe mats were ordered on June 17th because they had given the mats that came with the 2021 Hyundai Santa Fe Calligraphy SUV to another customer. No one bothered to call us, we had to constantly call them. On June 18th we finally received mats for a 2020 Santa Fe that didn't fit the 2021 Santa Fe. We telephoned General Manager Benjamin Stark who requested pictures of the 2020 mats that were ordered incorrectly by his dealership. We sent him the pictures per his request. After numerous conversations with both General Manager (Hess Darvisk) and General Sales Manager (Benjamin Stark) it was agreed that we would purchase the correct mats for the 2021 Santa Fe in our home state and be reimbursed by Ourisman Hyundai of Laurel upon receipt of the paid invoice. We did our part by purchasing the mats, emailing/texting an image of the paid invoice. General Sales Manager (Benjamin Stark) promised us the reimbursement check by Wednesday, June 23rd. Today is July 7th and every day General Sales Manager (Benjamin Stark) has a new excuse or a new promise date as to when the reimbursement check will be delivered. We have not been reimbursed for the new mats, offered anything for all of the many inconveniences including numerous emails, the humiliation of taking a picture of mats that were ordered by Ourisman Hyundai of Laurel. If they ordered the mats they could clearly see the item number and the year of the mats were not compatible for the 2021 Santa Fe SUV. This has been a horrible deceptive experience. I am still trying to reach the Corporate Office because Ourisman Hyundai of Laurel General Manager (Hess Darvisk) and General Sales Manager (Benjamin Stark) refused to give me the Corporate Office information. I have called several Ourisman locations to get the Corporate Office contact information however none of the phone numbers that I was given were correct. I will be filing a complaint with the Better Business Bureau of Maryland. I would advise all future customers to purchase at your own risk. I would never recommend Ourisman Hyundai of Laurel due to their lack of customer service and honesty. I love their prices but after this experience the price was not worth the headache and stress which is very unfortunate.