Gurnee Hyundai is part of the Bob Rohrman Auto Group, which has been in business for over 30 years! We are located on Grand Avenue in Gurnee, IL. Our technicians are trained by Hyundai to ensure you get the very best quality for your maintenance and service needs. Call us today or visit our website to schedule your next service Gurnee Hyundai is part of the Bob Rohrman Auto Group, which has been in business for over 30 years! We are located on Grand Avenue in Gurnee, IL. Our technicians are trained by Hyundai to ensure you get the very best quality for your maintenance and service needs. Call us today or visit our website to schedule your next service appointment. We look forward to seeing you soon! ...more
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Before you consider shopping for cars at Gurnee Hyundai or any Hyundai dealership, please read what I have posted here. It is vital for you to know how customer problems are handled on both the dealership level and in the corporate hierarchy. I’m "Pete" and this is the experience I had (and am still having) with Hyundai in detail:
On April 6, 2023 I purchased a 2013 Hyundai Santa Fe for $14,505.56 from Gurnee Hyundai. I was offered an extended warranty, but I declined it for the time being because of the relatively low mileage for its age and I could not handle the extra expense at that time. It had just over 81,000 miles on it and the test drives and personal inspection suggested it was in good condition. There was no hint of a problem.
The vehicle performed well for the next five months. However, on September 7th at about 5:30 p.m., the engine died out while I was sitting at an intersection and I could not restart the car. Roadside assistance was called and I directed the roadside man to tow it to my regular mechanic’s shop. The next day they informed me that the engine had seized up. The following Monday, September 11th, I had it towed to Gurnee Hyundai and asked the service department to diagnose the problem. They confirmed that it was an engine failure. When I asked the service manager what could be done to rectify this breakdown, he said that these engines were problematic and had suggested the possibility that Hyundai would replace it. He contacted “corporate” to ask if they would replace the engine for free. Unfortunately, he received a refusal from someone named Gary Albino (or Albano). On this model and year, there have been a total of 7 different engine recalls.
This put me in an impossible situation. To have the engine replaced out of my pocket was quoted at over ten thousand dollars. If I chose not to repair the engine, I would have to make over fifty monthly payments to Capital One for a car that was inoperable. I had not been unable to work since the breakdown. I was losing roughly $800 per week by sitting idle. My wife and I are on a fixed income and my inability to work was jeopardizing our financial security.
While the car was under my care, I had three oil changes done, all at proper intervals. I used the full synthetic 5W30 oil recommended by the owner’s manual.
I purchased this vehicle in good faith, took care of it to the letter. I financed the Santa Fe over 60 months, but it was operable for only 5 months. Five months use for $14,505.56 computes to $2,901.11 per month!! I beseeched Hyundai to help us out of this predicament. On Friday, September 15, I entered the dealership after being informed by a service manager by phone that I would be charged a daily storage fee for my useless vehicle I met with Dimitri, the Rohrman Hyundai general manager. I filled him in on the situation. All I wanted and needed was a good used vehicle but expressed my concern about the impact of having two hefty car payments on our budget.
He said there was a way to merge payments, but it would involve buying a new car. He said he could “credit” us $5,000 for the Santa Fe, (most of which a buyer would be discounted anyway even without a “trade in”.) My wife and I both thought it was an unfavorable path, but we were between a rock (useless Santa Fe) and a hard place (a deal that skyrocketed our monthly payment from $295/month to $672/month). My goal was to purchase a used car for a reasonable price. Instead, I had to absorb a $13,000 kick in the gut, as my payment rose by 124% and an extra year was added to the contract length (from 60 to 72 months).
Hyundai should have taken responsibility for the Santa Fe’s engine failure but chose to leave me twisting in the wind. I had nothing to do with the engine failure. The blame must go to the factory. A good dealer will have their customers’ back when such catastrophic problems occur. To me, it seemed more like they had my backside. Neither the Rohrman Hyundai dealership nor Hyundai corporate have offered any support or relief. They don’t think twice about spending $7 million for each 30 second Super Bowl TV commercial but cannot be troubled with a two time customer who needs their help. They made me feel like a piece of gum on their shoe. Don’t reward them with your business. You deserve better!
Very truly yours,
Former Two-time Hyundai Customer