Round Rock Hyundai is located just off of Interstate 35 in Round Rock, TX. Our Service Center is fully equipped to handle all of your vehicle repair and maintenance needs. Come see us today, you'll be glad you did! Round Rock Hyundai is located just off of Interstate 35 in Round Rock, TX. Our Service Center is fully equipped to handle all of your vehicle repair and maintenance needs. Come see us today, you'll be glad you did!
I asked him for information before the sale and was not given the information I requested and I felt very misled with the information I got; plus I still need answers that I don’t have and the saleman has made no effort to answer. I reached out to the service department, got one call that I wasn’t able to take and I have called back a few times but no response or return call.
I set up an appt to see the car I was interested in for the next morning as I was on a time crunch to buy a car with only a few weeks left before I had my 3rd baby. So I had the day off and so did my husband so we decided to drive from Waco and set it up for 10:30am. I was not planning to buy that day or drive it home (because I hadn’t cleaned my car out and I had brought 3 extra car seats with us to make sure they fit in the new car without having to uninstall the ones they were in.) We also had a double stroller in there for our two kids to come with us and be contained. Needless to say I was wanting to see the car, decide if I wanted to buy it and then come back the next day or a day after to swap cars and sign papers.
I realized that we would be 20-30 min behind our 10:30 appt so I let Phil know before 10am that we would be 20-30 min late. Upon arrival I said hi and apologized for running behind, to which he confirmed rudely that I was in fact late just like the guy from San Antonio that was before me and didn’t show up. (Hell of a greeting, right off the bat; I should have left. I knew it wasn’t going to go well.)
We go in to talk numbers and I told him I had to leave by 12:30pm because I had 2 Dr appts every week and couldn’t miss it. He rolled his eyes and told me that wouldn’t be possible (which again, should have been a red flag!) I had asked him the night before for the Carfax report and the FULL Used Car Inspection Report. He gave me the Carfax report and what looked like servicing paperwork. It said that the oil was changed and tires were good. That’s all. Nothing else. The car wasn’t even clean when I got it. There was a tomato under the back seat.
We ended up getting the numbers where they worked for what I asked (honestly wasn’t in the mood to do the whole sale that day but did it because we already missed my dr appt leave time and I was not feeling 100%. At that point we signed papers to purchase the car and Phil gave me two black trash bags to empty my car out while he stood in front of the car with arms crossed watching us. It was very off-putting. He also gave me one key fob which was never mentioned that there was only one; as they are not cheap and it would have made a big difference on the downpayment I made after not wanting to make one. I would have budgeted for another fob if I had known. I have 3 kids under 4 and I need to have a spare fob for emergencies so this was horrible news after the fact. We ended up leaving the dealership starving and tired after being there til about 3pm with only a cup of coffee. At this point I felt sick and didn’t know if it was the hunger or the buying experience that left me with a sour taste.
Upon getting home I realized that the brakes were squeaking everytime I backed out. I asked the saleman before and he said “they might be wet” but he didn’t know. I then noticed that my car said I didn’t need an oil change for 313 days when I was adjusting settings on the car after reading the manual. A few days later I got a Carfax notification that I needed an oil change in a week or two?! I emailed Phil to ask about the oil change. I just wanted to find out when I needed to change the oil. I wasn’t even asking for any thing but a simple answer to the oil change question; I also asked again about squeaky brakes and if he was able to contact the previous owners about the other key fob yet. He said he didn’t know about the oil change (which I assume would have been simple to ask the service department but that was too much effort for him I guess.) He said that the brakes were squeaky because it’s an Audi and foreign cars have squeaky brakes (which is a bullshit answer because I’ve got about 20 of them in my neighborhood and mine is the only one squeaking.) As far as the key fob, basically said no that he hadn’t gotten the other one and not much hope. He could have asked the service department about the oil change; but he didn’t. The brakes should have been on the Used Car Inspection Report; but nothing on the printout he provided. He could have quoted me a price for a new fob; but he didn’t. He made his commission and then his service ended.
About a month later when it was really getting hot in central Texas. I have 3 kids in my car and no working AC. Which I guarantee you would have and should have been on the inspection report and was not. I also know that when Phil went to my car to get the VIN he came back and confirmed I had no check engine lights on, my AC and heater were working fully and seat heaters worked. So you can’t tell me that you didn’t know the AC on this car I just bought didn’t work. Not to mention my check engine light has come on several times since I bought it, many before I even made the first payment.
The customer service or lack there of was non-existent. I’m shocked at the unprofessionalism of the salesman and honestly regret buying this car because of the lies and problems in less than a month! I got an automated email from the Preowned Sales Manager to which I replied that I didn’t like my experience there at all but that the service manager had called me and I was going to give him a call back. I then got an email from Phil the salesman thanking me for contacting his manager (which I didn’t, I simply responded to the email I got from him.) As a business owner, this is the most passive aggressive bullshit that should never been in the service or sales industry. That was completely unprofessional.
———————-
About a month later I finally heard back from someone other than passive aggressive salesman Phil and spoke to Chase the Used Car Sales Manager who told me to bring the car in and he would have it looked at and get me all the answers I need. I felt better as I just wanted a working car which is what I was sold.
I took it in and he gave me a loaner to use for the day. I ran to Costco to kill time while they looked into things and then got a call back after maybe an hour or two. They said the brakes were measuring different on the two sides and while it wasn’t concerning they would be willing to replace them so they wouldn’t squeak for me. They also didn’t know what the problem with the AC was but they said it could have been part of a recall. He said they would order the parts and they would be in the next day so I should just keep the car until they were done. I went back to get a few things I needed from my car before heading back to Waco. (I called Audi on the way home and gave them my VIN and they confirmed I’m about 2 minutes that my car was not included in the recall I was told about.)
I got a call a few days later that parts wouldn’t be in for several more days, but it was no worry because they would take care of it and I could keep the loaner for the time being. (Mind you the loaner is much smaller than my car and didn’t work well for my family and what we had to carry around daily.) I made it work though. Chase called a few days later and told me it was done and I could come get it tomorrow morning. I asked if the AC was fixed too and he said yes because the day before they had gotten it to blow “colder”. The next day I was on a time crunch as I had to work and couldn’t take the whole day off again so I confirmed with Chase it was ready for me to pick up by 9am and no later. He said yes. I asked if the AC was fixed and he said “it’s blowing cold now”… to which I replied “it’s blowing colder than it was…. Or cold like it’s supposed to??” He replied and said he would double check. He got back to me shortly before I had left to head there and told me they got an appt at Audi to take it in for them to look at it but it wouldn’t be until after Easter. This was a few WEEKS away; but if it was going to be fixed it was worth the wait.
While I had the loaner I didn’t want to be driving for liability reasons, I got in a fender bender and damaged the front bumper and the plastic headlight on one side. Nothing horrible, totally minor but it happened and not ideal obviously. I know they have insurance and I had proof of insurance to borrow it so I assumed it would be split 50/50 since it’s their vehicle and I didn’t want to be in it to begin with. Plus I really felt like they were making no effort to get my car back to me. Well that’s not how it went.
So while I informed them of this and felt horrible, I really just wanted to get back into my car and not have anything to do with them. I waited patiently for maybe 2 weeks AFTER Easter hoping for an update and Chase kept telling me that Audi hadn’t updated him on the issue…. Fast forward to May and I’m still waiting for an update. Chase told me to call Audi and gave me the service technicians name to ask for the update and maybe I would have better luck getting an update. I called daily for 3 days and asked for the guy and everyday he wasn’t in. I finally explained to the lady on the phone that I was calling for an update and Chase from Hyundai brought it in. She looked up my VIN and said they didn’t have it. I then called Chase to ask what the hell was going on? Then, the nice lady from Audi calls back to inform me that they never brought it in and it was still sitting at Hyundai since MARCH! It was sitting in the parking lot, unseen, untouched, and had my stuff I needed to get out of it when I went to swap the damaged loaner for another loaner (which was really stupid, just let me keep this one rather than give me another one?!) At this point I was beyond pissed and I had made 3 car payments for a car not in my possession. This was unacceptable as they had it longer than I ever did at this point.
Finally at the end of May I was told I could come and get the car it was fixed by Audi and brakes changed and it was ready for me. I went down there with my new baby because I had to bring her and when I got there to pick up the car, the main Manager came out and told me that he needed a claim number for the accident from my insurance before I could leave with my car. I was basically not going to get my car back unless I called them while he was standing there watching me. That’s wasn’t going to happen. I did plan to call after I got my car back on the drive home to make the claim anyways. But wouldn’t your know, I get into my car, turn it on, and the check engine light was on. What the actual hell?! They pulled it into the service department and stalled for over an hour while I got them their damn claim number so I wasn’t hostage and could get the hell out of there. They had me take it straight to Audi where my baby and I sat until about 4pm while they replaced the oil cap. I finally left and went to Costco on my way home only to get a call from Chase that my cat was no longer under their care and I would have yo pay for the $359 gas cap (that was was never told price of, asked if I wanted it, or told anything.) The balls they had to ask me to pay for that after being there again for another full 9-5pm day because of them. Nope. This was a train wreck from the first pull into their lot!
My insurance paid out almost $6,000 for a Hyundai bumper and headlight housing. It was completely BS and I highly recommend that you don’t ever pull into this dealership or consider talking to Phil; ever.
While Chase dropped the ball several times he was the only one who seemed to kinda give a shit; or at least was nice and trying to get me outta their way politely. I don’t blame him for the mess because that dealership was such a dumpster fire but he was their only Hail Mary and saving grace. He eventually got it done… eventually.
Long story short, I’ve been looking since I got this car back for another car. I can’t deal with the bad juju that comes with it or the memory of this horrible dealership.