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Brad Benson Hyundai - Zero Customer Service

*PLEASE READ BEFORE SHOPPING AT BRAD BENSON HYUNDAI * I was very excited to purchase a BRAND NEW 2012 Hyundai Sonata on 11/22/2011, the salesman assured me I was making a smart purchase, and guaranteed I would love my car. Everything seemed fine at first, until my temporary plates were about to expire, and Brad Benson had not yet gotten my new plates; when I purchased the car I was told they would mail the permanent plates to my house before the temporary ones expired. It took a few days of constant phone calls before I was told I needed to drive back to the dealership (1 hour each way), because my plates had never been put into the mail and they were still in the office. Due to the fact that it was now the weekend before Christmas, my plates were set to expire on the 24th, and I would not be receiving mail until after the holiday, I drove out to South Brunswick. At the dealership I was told the person on the phone had made a mistake and I had driven out there for nothing, they had mailed my plates to my house earlier that day. Two days later my temporary plates expired and I hadn't received my new ones yet. I called back and was told another "misunderstanding" had occurred, my plates were never mailed, and they were at the office the entire time. The woman told me I would need to drive back out there, as they do not mail plates out to houses. I tried to explain to the woman that I could not drive my car, my plates had expired, and I would need her to mail them to me. After a very unpleasant phone call, she agreed they would be put in the mail. (Which they finally were) I had purchased a Sonata that did not have a sunroof, but the dealer had sold me a package to have an after-market sunroof installed by Brad Benson. I was at first uncomfortable with the idea of an after-market sunroof, but I was assured by the salesman that the sunroof would be covered by my Hyundai warranty for the life of the warranty. When I dropped my car off I told the customer service lady that I work weekends, so if possible I would need to pick up my car before 5:30 whenever it was finished. Four days later, when I CALLED THE SERVICE DEPARTMENT, the lady on the phone told me my car had been ready and waiting for me. I told her that it was too late for me to pick up my car (it was 4:30) and be at work on time, she told me I would have to pick up my car that evening or I would be charged for the extra night. After some back-and-forth she agreed to let me bring it back the next day. Over the few days that I had the loaner car I discovered a bag of marijuana in the center console. When I took the rental car back I told customer service about the marijuana I found. To this she replied, "Well what would you like ME to do about it?" It's been 6 months since I purchased my BRAND NEW car, and it has been back to the shop another 4(!!) times. My automatic start/stop button has failed to power off my car on many occasions, but the service department is convinced I am for some reason making up this problem. (They assure me my car's computer has not recorded any problems, so there must not be one.) Also, the dashboard of my car started falling off/down towards the floor of my car, which they told me has never happened before. It's been 2 weeks since this problem was fixed, I'm waiting to see how the repair holds up. After numerous problems with Brad Benson I decided to bring my car to Hyundai of Shrewsbury. The service man told me that they figured out the problem, but since I'd been sold an aftermarket sunroof they could not fix the problem, it would have to go back to the company that did the installation. (Brad Benson's salesman told me during the sale of my sunroof that it could be serviced at any Hyundai dealership.) Shrewsbury said my computer system had not recorded any issues with my stop/start button, but Sonata's from previous years had the same exact problem, so it was not far-fetched that this could be happening to me. He said that even though THIS problem could be fixed at any Hyundai dealership, whoever installed my sunroof had removed a wire from my car, which left the problem unfixable at any dealership besides Brad Benson. Also he told me that until this wire was replaced my BlueLink wouldn't work. Since I hadn't even noticed it wasn't working, I wasn't overly concerned with this problem at the time. It was early May when I went back to Brad Benson and told them the explanation Shrewsbury had for the problem with the start/stop button, but I was once again dismissed by the service department. Over the course of the few months that had passed since I had been in to Brad Benson for the original installation of my sunroof, numerous clip had begun to fall out of my sunroof, my roof was noticeably falling into my back seat, and my roof had started making a loud rattling sound. I left my car there so that these problems could be fixed, and 4 days later I received a call saying my car was finished being worked on. The lady on the phone told me my car had actually been done since the previous morning, then laughed and said sorry but someone must have forgotten to call me. (Since I had not received a loaner car and was left without a car during this repair, I didn't find it very funny.) I picked up my car and barely made it back to the parkway before my roof started to rattle. I called back the service department and was told to bring my car back in next week. (Keep in mind every time I dive to Brad Benson it's about 40 miles.) Since I could not continue to miss work or school for these problems, I brought my car back a week later, Wednesday morning before Memorial Day weekend. Over the week in between these 2 service appointments I received a call from a different Brad Benson salesman, he was doing a 6month checkup to make sure I was still happy with my purchase. After giving him a quick rundown of how unhappy I was, he told me that I should stop by to see him the next time I brought my car in. So Wednesday morning I brought my car back in and when I asked for a loaner car they said there was no way I would be receiving one, because it was a holiday weekend. (A week earlier when I made this appointment I told them I would need a loaner car, I was told the cars were given out after the problems were assessed, but since I had just been there a week earlier and the problem still wasn't fixed it wouldn't be a problem to get a rental car.) After a few minutes of talking to the service lady and attempting to explain that I would basically have to sleep there for the next few days if I was not given a car, she sarcastically pulled her own keys out of her pocket and said, "Here, if it's such a big deal to you then just take my car." I decided to look for the man I had talked to on the phone a few days earlier. After talking to him for 5 minutes he passed me along to a salesman who told me that since my car was old (a 2012, 6 months old!) I should consider buying a new 2013. Realizing this was getting me nowhere I went back to the service department. After being shuffled around for 4 hours I called my father, and he threatened with having my lawyer call... I had a loaner car within 10 minutes. (Basically unless you have a lawyer to threaten with, you won't get much satisfaction.) Friday morning I went back to get my car and when I got in it, there were 100 more miles on the car than when I had dropped it off. Their explanation for this was that my car had been driven to Pennsylvania, because that's where the sunroof place was. The was the first time I was informed my car had not been fixed at Brad Benson any time I brought it in; it was actually being driven back and forth to PA without my knowledge, by a person I didn't know, and I was not being reimbursed for gas (when I was required to replace gas used in the loaner car). I was happy to have my car back, they assured me it was fixed, so I didn't complain. I made it 2 traffic lights before the rattle became noticeable again. Currently I'm scheduled to bring my car back to Brad Benson again this week, so that once again my car can be driven to PA where it "will definitely be fixed this time." (This will now total 300 miles and 1 tank of gas put on/used up in my car). I have had nothing but headaches with this car and dealership since I bought the car, and it's only been 6 months. I'm aware now that I shouldn't have put in an aftermarket sunroof, but during the sale of the car Brad Benson promised they would stand behind any maintenance I might need. I was also told that no one has ever had a problem like mine, yet they have since begun getting their sunroofs installed by a different company. I WOULD NOT recommend this dealership to anyone. They're a high volume company that is more concerned with selling cars than dealing with the customers they already have. For any person thinking of shopping – yes, it's a car and occasionally they have problems, but this dealership has NOT ONCE stood by their word. It's been six months yet they'd rather try to sell me a new car than fix the problems THEY MADE. GO SOMEWHERE ELSE, Brad Benson Hyundai may be good at selling cars, but they have shown me repeatedly that they have ZERO CUSTOMER SERVICE and DO NOT stand behind their product.
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ID
#322786 Review #322786 is a subjective opinion of poster.
Location
Newark, New Jersey