Customer ReviewsforKey Buick Company

Key Hyundai loves to sell you a car but good luck getting a return call from service. On 2 separate occasions I have tried to contact their service and on both I never get a return call. You can certainly leave a message, but you never get called back.I have to continuously try until someone will finally get back to you.Also, their service *****. My car is supposed to get oil changed at 7k miles. I got several mail notices that it was time to change the oil at 5k. so, I took it in. They did not tell me then that it was supposed to be for 7k, they changed it, Not only was it the wrong mileage, they put in the wrong oil and had to change it again. Then they would not change it again for another 12k miles even though it was THEIR fault that it was changed early. i will NEVER but another vehicle from this dealership again.

Thank you for your feedback and I apologize for the experience. We will speak with our management team regarding your concerns.

On 27 May I received 3 written e-mail offers from Key Hyundai in Jacksonville for a new 2021 Hyundai Kona SEL via True Car. On 30 May I received a forth offer via Notifications: dealer.com. All of these offers were very attractive and all stated that the prices quoted were for a new 2021 Hyundai Kona SEL. I traveled to the Key Hyundai dealership on Memorial day intent on purchasing one of these Kona's. Key Hyundai's prices were significantly better than the other regional Hyundai dealerships who had submitted offers to me via True Car. The following is an account of my experience at Key Hyundai and the inappropriate false advertising practices employed by the dealership. 1. It was not until I was in the dealership with a salesperson that I learned that the offer was not for a new Kona, but for a loaner. Nothing in the offers that were sent to me suggested that these vehicles were loaners. My first complaint is against the lack of transparency that Key Hyundai used when advertising these vehicles. The dealer stated that legally Key can sell these cars as New because they have less than 5000 miles, and have never been registered. Legally, acceptable to not state that these prices are for loaners, yes. But I find Key Hyundai to be lacking ethically, as they should be more transparent in advertising. 2. When I requested to test drive one of the vehicles that I had received internet pricing on, the salesperson told me that none of the four vehicles were currently available or for sale because they were in the loaner pool and would not be available for a month or two, or until they had approximately 3000 miles. My second complaint is False Advertising. I had received four offers on specific vehicles with VIN numbers. These offers stated a specific price for each of the four vehicles. The offers also had an expiration date of 01 June 2021. The expiration date of the internet offers given me by Key Hyundai were going to expire weeks before Key Hyundai had any intention of selling the vehicles. A true case of false advertising. 3. I emailed a complaint to the General Manager of Key Hyundai, expecting him to respond with an apology and a desire to make things right. On 31 May I received his email response. He offered no apology, took no responsibility for the False and misleading advertising and offers. Instead, he blamed the problem of a computer software program that could not distinguish the difference between New Cars and Loaners. Basically, it was the computers fault. I guess this dealers manager trusts a software program that is not capable of recognizing the difference between New and Loaner pool cars to also decide which ones go on sale, what vehicles to make offers on, and to determine the pricing for each of the vehicles without manager review and approval! My third complaint is for a total lack of concern for the customer and a lack of honesty with answering a customers complaint. 4. On 04 June I noticed that one of the vehicles that I was told was not available (same VIN as offered to me), was not only being advertised on Car gurus, but had been advertised on their site for 153 days. It makes me wonder how many customers like myself traveled to Key Hyundai with the intention of purchasing a vehicle only to find out that the dealership had no intention of honoring the price offer that they made. Either Key Hyundai's management is grossly incompetent and making numerous operational mistakes at a cost to the customers, or they are willfully employing dishonest advertising tactics to undercut the prices of their competitors in an effort to get customers on to their lot with the intention of up-selling. Tom V******

I vehemently disagree with your review. Our business has done nothing but been 100% upfront with you since you started doing business with us in April. None of our advertising practices are illegal or unethical. We have every right to advertise our loaner vehicles as new cars because that's exactly what they are. I called you myself immediately after you sent an insulting and erroneous email. No return call. I would be happy to talk about the situation in a professional manner, without insulting my integrity. We have been doing business in Jacksonville for decades because we go about our business the right way. I am sorry to hear the frustration we have caused you.

I agree that your business practice regarding selling loaner vehicles as new is not illegal, but not being transparent about what you are selling when the other regional dealers are making offers on truest new cars while your advertised “new “vehicles have over 3000 miles and often smell of tobacco smoke, is questionable ethically. What is not questionable ethically, is your sending to me specifically, 4 price offers on 4 different Kona’s ( as noted by their VIN numbers), only to renege on not 1, but all four offers. Be even more concerning to me was that when I reached out to the General Manager, His email response offered no apology for having wasted my time, took no responsibility for why Key Hyundai did not honor their offers, and make no attempt to try to make things right. Instead of addressing my concerns, he elevated my frustration with his callus response. Yes, you are correct in stating that I responded to his email very negatively, and not only questioned his competence as a manager, but also questioned Keys practices. I also stated that having received no satisfaction from Key’s manager, I spelled out specifically the actions I was going to take externally to expose this issue. To date, I have executed appropriately 50% of these actions. You are also correct in stating that after receiving my response to his email, the general manager did call and leave a voicemail for me to call home back. If you seriously want to know why I did not call back, just go back and try to read the first email and listen to his voicemail from the position of a customer who has been wronged. Again his voicemail offered no apology, and he took no responsibility. Instead, all he wanted to talk about was how offended he was by my email, and tell me how wrong I was. Customer Service tip: try to see the issue from the customers eyes rather than just transmit your feelings. This would have been a totally internal issue that could have been very easily resolved and actually resulted in a win-win sale if the general manager had simply apologized and made reasonable attempt to make things right. Tom V******