Napleton Downtown Hyundai

I have purchased three new cars from this dealership in the past two years and they have been exceedingly fair on price and have provided tremendous service!

Mia in the service department was super helpful and polite. One of the best managers I’ve seen in a while.

On 6/28/24 I purchased a brand new Hyundai Elantra from Napleton Hyundai Downtown. Working with the salesperson Jaden was fantastic — I cannot recommend working with him enough. My experience began to turn sour when I was handed over to Drew Hollis for financing. Drew sat me down and went through the different extended warranty add-ons available to purchase. I politely declined twice. He continued to push and called me “nuts” for saying no. Eventually, I acquiesced and purchased the add-ons. Now, I am fully aware that purchasing these extended warranties is not required to secure the vehicle and that it is Drew’s job to convince me to buy them. I caved and bought into his tactics— that’s on me, I acknowledge that. On 7/9/24, I returned to Napleton Hyundai Downtown and told Drew that I would like to cancel my Plantinum Warranty, GAP coverage, and Key Replacement contract. He looked displeased but agreed. After telling me it would take 4-6 weeks to see the refund applied to my loan, he had me sign a cancellation form. I did, asked for a copy which he gave to me, and I left. Days later I began growing suspicious because I realized the cancellation form required an odometer reading on the day of cancellation, which Drew did NOT ask for. I also had heard horror stories of finance guys at dealerships saying they would submit the cancellation form, but not actually doing so to protect their commission. I called Assurant (the warranty administrator) on 7/16/24 to confirm if they had gotten correspondence from the dealership regarding my cancellation. They said no and also told me that it usually appears in their systems 72 hours after submission. I called again on 7/22/24 to ask the same question. Same answer. This is almost two weeks since I signed the cancellation form with Drew. On the afternoon of 7/22/24, I returned to the dealership to ask Drew for verification that he submitted the cancellation form. He said he had sent it to the “guys upstairs”. I said I needed more than just verbal confirmation that he did what I asked. He danced around the request and said he might be able to call said “guys upstairs” but they might not be around to pick up. He reminded me that it takes 4-6 weeks for everything to be processed. I said I am fully aware of the time it takes to process but expressed my concern that it had been two weeks and Assurant hadn’t even heard from them at all. He countered saying these things take time. I asked for Drew’s work number so I could call if after 4-6 weeks there wasn’t any progress. He said he did not have a direct work line and I could just call the front desk and they would transfer me to him. I’ve had many experiences of getting the run around by just calling in hoping to get someone on the line. So I asked if he had an email address I could contact instead. He said he did but refused to give it to me — saying emailing him every day wouldn’t get any results. I said bombarding his inbox wasn’t my intention. I asked again for his email. He refused. I asked yet again. Another refusal accompanied by him saying “you can just call” and walking away without another word. All that I was asking for was legitimate proof and confirmation that Drew did what I asked him to do. A very reasonable request that he danced around and refused. When I asked for a way to directly contact him for assurance in the future he refused and walked away in a huff leaving me feeling absolutely disrespected. This is completely unprofessional behavior for what was a justified ask. As a consumer it is within my right to ask for verifiable proof that the service I requested has been performed, and Drew rudely denied me of that. If you choose to purchase your next vehicle here, I’d advise you to avoid dealing with him at all cost. Based on his behavior I have very little reason to trust that he actually submitted my cancellation and now I worry might never see my nearly $3,400 refund.