I recently had an experience with Hyundai of Santa Monica that was both surprising and disappointing. After negotiating and agreeing to a lease deal for an Ioniq5 through email and text, I visited the dealership to finalize the contract. The initial process, while time-consuming as is typical with car dealerships, was fairly smooth. My sales representative was kind, responsive and efficient which I appreciated. We completed the credit application, watched as the car was prepared for us, set up the digital key, and signed all the necessary paperwork, including DMV registration documents. We were at the final step, literally a few minutes away from taking possession of the car.
However, the GM, Cal, called the finance manager and halted the entire process. Despite everything being finalized, he killed the deal and changed the terms by increasing the monthly lease payment. This abrupt change, after nearly two hours at the dealership and all paperwork completed, was not only shocking but also highly unprofessional. Not surprisingly I chose not to accept the changes. The dealership had to unwind all the paperwork and issue refunds.
I expected a straightforward process based on our agreed terms. More transparent communication and honoring of agreed upon deals by management could have prevented this frustrating and unfair outcome. My experience highlights a critical need for fairness and honesty in this dealership’s business practices. I share this story to caution potential customers.
Lessons learned for my LH family. Next time after getting initial numbers, send a copy of license and insurance to dealership and have them draft contract and prep car prior to arriving. Once arrived, inspect drive and sign (should only take 30 mins max). Using this scenario, you would have known drive offs (if any) and monthly payments prior to signing and driving. And if there were any changes, the finance manager or salesman would have tipped you off prior and you could of declined at home instead spending the scam hours in finance while them trying to wear you down to sign the deal out of frustration. What I do, is start with GM, via email detailing what car I want, lease miles/time frame, zip code, drive offs, MSDs, credit score and discounts (AMEX, COSTCO, Loyalty, Conquest, Truecar, etc.). I try and use as much of the car buying/leasing terminology I know to intimidate or at least come across as a seasoned and well-versed leaser (or buyer if I was going to buy still starting with GM). I finish the email with “If the numbers are good, then I will send copies of license, insurance and when contract is complete and car is prepped, text me and I will come down inspect, sign and drive. Let’s make this process easy and smooth for both of us!” “Oh by the way, please pass onto the finance manager I only want to lease the car so waive off any discussions on dealer add-ons or extended programs”.
I’ve done this so many times I know I will get an email or call (I include my cell in the email) with the GM asking if he can pass on the next step to his/her internet manager. I respond with “I just need your BEST lease quote using the information I provided so I can pull the trigger sooner than later”. If the numbers suck or inflated, send same email to another dealership. But you still need to do your homework to know ALL discounts/rebates going into the first email to the GM. I started the process this weekend for my next least deal and contacted local Audi and Volvo dealership. The numbers/quotes reminded me that the lease market still sucks and might have to wait a bit longer to lock in a good deal or jump on an EV while the market tanks.
He said the monthly lease payment didn’t include tax, even though it was clear that it did. I think he just realized how great a deal it was. The finance manager was trying to cover himself.
Try to avoid dealerships owned by LA Car Guy. They unfortunately own a lot of the dealerships in Santa Monica (incl the Hyundai one).
The Santa Monica VW service station has taken a significant downhill turn over the past 2 yrs or so (to the point where I take my car all the way to Woodland Hills for service, even though I live right next to Santa Monica).
I heard from a service advisor that there was some goings-on at the Santa Monica service station. Not sure if that is also representative of the sales side of their dealerships, but…
