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Pete S.

Round Lake, IL

04/18/2025

Category: Service

Gurnee Hyundai does not have their customers' backs!

BUYER BEWARE
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

Marilyn L.

Vernon Hills, IL

03/24/2025

Category: Service

Useless Recovr policy Gurnee Hyundai make you buy

Also, I had to buy the Recovr for $865.00 to make the deal for 2025 Santa Fe which my State Farm Insurance company told me is useless!! Now reading other people review, found out I wasn't the only customer that they make you buy the policy. My husband purchased a new Tucson Ltd. 2 years ago and I send my girlfriend last year to purchased her 2024 Tucson, but now will never again refer customer to them.

Cathy O.

Gurnee, IL

09/07/2024

Category: Service

BUYER BEWARE

Well they claim to be under new management, the practices appear to be just as deceptive as it was prior.

I went in with my eyes wide open or at least I thought they were and still got screwed. I purchased a 2022 Hyundai Santa Fe and the net results are:
I don't have a second key even though they promised to give me that with the paperwork after I signed the title which I've done. Now there's no second key.
Well after the facts learned in order to get the certified status of the car I had to pay an extra $1500 for warranty. Found out when I was in the middle of signing the papers.
I was told I couldn't get a copy of any of the paperwork until I presented the title to my car as a trade-in and signed it over to them. I did and have almost no paperwork. I don't even know what the features on the car are. More to come in another post have to run.

C Q.

Gurnee, IL

09/07/2024

Category: Service

Disgruntled customer. You bet. much left unsaid (even after you ask)

I had read things about this dealership and told to stay away but I was desperate. I've looked at other dealerships just couldn't find anything. This was close to home so I stopped by. I was told that it was Under New Management.
Turns out this group of new people appear to be just as bad as the old .
I bought a used car and the problems with the whole experience were:
Asked if it was certified. Told that it was by sales person. PROBLEM: failed to "mention" that yes while it was certified but I needed to pay another $1,500 to get the warranty for the certification. Found out when I was signing docs.
After signing the documents, the finance person, Zaire (sp?), refused to give me ANY documents on the transaction until I brought in and signed over the title to my vehicle as a trade-in. When I signed over title, I re lived and still don't have much paperwork. I have absolutely nothing giving me info on the vehicle like the window sticker which would atleast tell me what features the thing has.
When I signed over the title, I asked for the 2nd key. I was told by my sales person, Yousef, there was not a second key. REALLY?
Really? On a 2022 vehicle there isn't a second key? I am not finished with this issue but thus far he refused to do anything about it. Just my problem now.
After all the unanticipated, after the fact warranty and other necessary add-ons, my payment was $100 a month more than what we started at and it was well after 9pm.
Being very unhappy and feeling like I was taken I went back in twice to talk to them about not taking the car. No can do. This sales manager, Luis, came to schmooze me and make me go away. He told me he would put back on the tracking device that he took off after I purchased the car. And, said he would talk to the general manager and get me a 2-year service contract free to make me feel better. This was at 6:30 on a Saturday. Time to close. Agreed to meet the next Monday. As it turned out he wasn't in on Monday. He'd give me his phone number I called him. He said he would meet me on Wednesday. Went in Wednesday he wasn't there on Wednesday. So now I don't have a key I have no service agreement I don't have the tracker that they promised to put back on and I've got more to add to this but I'm going to have to come back to do it.

Sheila S.

Naperville, IL

07/26/2024

Category: Service

Avoid at all costs

This dealer made me purchase a nearly $700 device called Recovr, which Hyundai USA told me was unnecessary. The device was never even installed in my car. They have been less than helpful in getting my Bluelink set up and I discovered it was not activated which cost me more money. Calls to their management go unanswered. Buyer Beware!!!!

Update: I have had to make complaints to the IL department of Consumer Protection and the BBB. While they eventually refunded me money for the device they have refused to refund me the taxes I paid on the device (over 11% of taxes). I have yet to hear from any management staff member nor have I received and apology. PLEASE be careful purchasing there.

Chris P.

Grayslake, IL

10/08/2023

Category: Service

Friendly knowledgable staff, Great experience.

I had scheduled an appointment to view a vehicle for 9am on a Saturday, was in and out in about 2.5 hours. Brian and Rich were wonderful, I am thrilled with my purchase.

Lisa T.

Lake Villa, IL

05/23/2023

Category: Service

Don’t go to Gurnee HYUNDAI

I would give Gurnee Hyundai a ZERO RATING!!!!

The service department is terrible. The lack of communication and customer service is atrocious! AVOID this location at all costs because in the end it will cost you damage to your vehicle and extreme amounts of frustration. The General Manager and service manager are only there to pad their pockets and take no responsibility for their employee’s actions.

I took my car there as a last resort to fix an air conditioning issue. After 4 days of no communication (no returned phone calls). I went personally to find out information and was told they just got around to diagnosing the problem and that it would take another 2-3 days to get the part. It was just the compressor, seriously, you don’t have that in stock? I demanded my car by fixed immediately and they were able to locate the part and I picked up my the the next day. In the 5 days the car was in their possession, my steering wheel was damaged.

When I brought it to their attention, they have used 4 different explanations of how the damage occurred but refused to take responsibility. They offered me an “free oil change” are you joking!!!

THIS DEALERSHIP DESERVES THEIR 1 STAR RATING! If not just me, others have stated their disappointment. GO ANY WHERE BUT HERE!

Jon E.

Caledonia, WI

04/25/2023

Category: Service

Criminal activity here

Here is how the scam worked-
The following happened to me. Mine was a simple cash deal, so I would imagine the amount of methods they could use to steal from the customer on a finance deal, is staggering.

My first warning to you would be: USE A CALCULATOR. Whenever they put a bunch of numbers in front of you, with a total, add it all up yourself. If I would have done that, I would have squashed their scam immediately. Their numbers didn’t add up to the total. They hid hundreds of dollars of profit in there, for themselves. They won’t do such a big steal that you would notice it at a glance. It’s going to be a small enough percentage that you probably won’t spot it without a calculator.

The salesman Roger and the business manager Josh, conspired to pull off this scam. It wouldn’t work without both of their participation.

Roger insisted that he wouldn’t talk price, except in person. I don’t play that game, so I got him to give me they price that we agreed to, in writing, in a text. It had a document attached with my out-the-door number, that had the funny math I talked about. (Which I didn’t catch right away)

My bill of sale had the $500 they were grabbing listed as a windshield warranty, that no one mentioned, and I would not have agreed to in a million years. Why didn’t I see it on the bill of sale before I signed? Because the finance manager Josh broke the law, by not going over each line item on the bill of sale, as the law requires, thus the “conspiracy of theft by deception” was committed.

After the sale was concluded he handed my a flash drive with my bill of sale on it. Makes it very difficult for the customer to look at it until they get to a computer. It’s part of their shady plan.

Roger had an app on his phone that actually deleted all our text correspondence on MY phone, (as soon as he knew something was up). He didn’t count on the fact I printed them out beforehand. Thus I have a document which clearly shows the deception.

When I got home I fired up the bill of sale and saw what had occurred right away. I got my $500 back only because I stopped payment on my check immediately, explained their own scam to them. If you finance they will already have your money, so good luck on any kind of refund, absent evidence of criminal behavior.

louis o.

Round Lake, IL

04/11/2023

Category: Service

service

After scheduling service a day in advance and leaving work early to make sure I made my appointment. I sat in line for over 25 minutes to even try and get into the service bay. This is awful, no one greeted, no one came out to say we backed up nothing. I will be taking my new vehicle elsewhere

Anon C.

Kenosha, WI

03/21/2023

Category: Service

Confusion/Rude Staff?

Briefly Stopped in to look at the New Genesis Yesterday, after testing a Kia Stinger at another dealership (Kia Stinger GT2 Is the Kia Version of a Genesis G70 Prestige with the 3.3t. Was promptly shown where the two new Genesis G70. Upon answering how ready I was to purchase a car, saying at least in the next few months but not currently. The salesman disappeared and was nowhere to be found for questions or to take his business card... Upon exiting the designated vehicle, I was looking at in the showroom floor, in confusion. I was given multiple looks by other salesman at their desks with no customers and not approached. Walking out there was no attempt to talk to me about the car I was looking at, and people began to make themselves look busy which was completely abnormal to a dealership. I was then greeted by a man with an appointment to trade his Car in for something there, but asked how I was treated and explained exactly how my experience was and he said "okay, so this dealership is no different than a few years ago when I came, They act like you're not good enough to purchase their vehicles, even though this also is a Hyundai Dealership, F*** this place" and left. I have also heard many reviews that they pull bait-switch and 5-star reviews on two websites for free floormats. Was disappointed with my first experience going to a Hyundai Dealership and would not recommend the Gurnee Location.

Sam P.

Highland Park, IL

12/12/2022

Category: Service

Tomy Lazzar - Service Manager - the greatest

Blew the engine on my 2014 Santa Fe Sport. Tomy took great care of us. Got everything cleared with Hyundai for a no -cost replacement engine. Helped us get home after our car was towed into the dealership, Went above and beyond in taking care of us. Thank you Tomy

Jacqueline M.

Lake Villa, IL

12/03/2022

Category: Service

Masters of the bait and switch

This place pulled the bait and switch on my S/O and I. My S/O Nicholas and I came here so he could finance a vehicle. It was a 2012 Nissan Sentra with 140K miles listed for $3K.We were wary about the price, why is it so cheap? Surely something was wrong with it. Called the dealership to ask if the vehicle had been in any accidents or had any issues. We were told no accidents/no issues. I asked why the car is so cheap listed for $3K, we were told it was because it's a wholesale vehicle. At this point we scheduled to go &look at the vehicle. We get to the dealership & sat down with a salesperson Anna Hnatii & her assistant salesperson (I can't remember her name she was a young woman). We want to look at the vehicle and test drive it, right away Nick is asked if he is financing. He is, so we begin to talk about numbers before looking at the vehicle. Multiple times we were asking why the car was only $3K to which we received joking reply's from Anna like "oh you want to pay more for the car?" We looked over the carfax, there were no accidents and we were guaranteed there is nothing wrong with it. We realize the timing belt was never replaced on the car when it was due so it would need it replaced right away which was brought up to Anna. Anna told us that "the vehicles are inspected & tested it is fine you won't have to replace it" which I know she is just trying to sell the car but that is blatantly not true. The timing belt would need to be changed right away &Nick was fine with getting it done after purchasing the vehicle. We figured that is likely why the car is so cheap and hasn't sold. Nick goes ahead with getting his credit checked to see if he can get financing. Multiple times we went over the numbers with Anna. Nick was going to be putting $1000 down on the car and would finance $2000. Anna said "well it will be a little more than $2000 with the taxes and fees" so we said "right the taxes so it should be around $2400 that Nick is financing right?" Which we were literally told yes somewhere around $2400 financing by Anna. Nick gets approved to finance after a couple of corrections from typos on the paperwork. We finally get to look and the car and test drive it. Car seems to be in good condition, nothing to complain about considering the price is only $3000. We finish test driving, come back to go over the terms and numbers. Anna sets the paper down that says $300 per month car payment for 30 months. What, that's $9000. We're thinking something is wrong, we ask what interest rate he is getting. 29% fixed rate. Well that still does not add up. At this point, I'm looking at the paper and realize it says Nick will be financing $5995. I bring this to Anna's attention thinking there was a mistake. Nope, no mistake made. The car is actually $7000. I explain that the car is listed for $3000, and we confirmed this with Anna multiple times. Apparently they like to charge $4000 in fees here at Gurnee Hyundai. $2500 for some clear coat on the car (which this car was scratched and beat up, it honestly needed a paint job). A $995 dealership fee, which when we asked about what that was for Anna replied "it's a fee" for what? "the dealership" Are you kidding me? This place is a joke. Then obviously there were taxes and government fees listed as well for somewhere around $400 which we were told from the beginning those were going to be the only fees charged. The taxes and government fees are justified that's a given but $3495 in dealership fees? What is going on here? Anna goes back to speak with her supervisor about the fees, comes back with the price changed to $6995 financing. They added an additional $1000 in fees because Nick was required to purchase a "warranty" for the vehicle because he had no credit. That one literally made no sense at all. We went over the price and how much was to be financed multiple times. If they were honest from the beginning we would have went on our way. Complete disrespect to us wasting 2.5 hours of our time here. They will lie to you up and down to make a sale hoping you will just sign the paper.

Rosanna L.

Wonder Lake, IL

11/15/2022

Category: Service

Service on my 2022 Santa Fe

I took my 2022 Santa Fe in for regular maintenance and kudos to everyone for the great service that i received. Excellent service and not a long wait time.

Logan A.

Salem, WI

11/05/2022

Category: Service

Stay clear of this dealership. Horrible experience all around.

Be aware and stay away from these scam artists. Foolishly, I thought the days of slimy car salesmen were over, unfortunately, I was dead wrong.

Once I arrive at the “dealership”, I found that the fair online price (Cargurus) required an additional $3000 in useless accessories including a fee of $2,495 for paint protection (the vehicle has multiple scratches) and a fee of $650 for a LoJack system that does not work. Regardless, my son fell in love with the vehicle so we decided to purchase it. Then somehow during the financing process an additional $2K was added to the overall price of the car that wiped out the value of his trade-in vehicle.

When my son and I called and questioned the discrepancy a day later we were given the runaround by the dealership staff who would not call us back to address our concerns. Two days later we visited the dealership for the third time in person and left in shock at how our salesman Rodger lied to our face and how the slimy manager, Leonides condescendingly responded to our concerns. I understand that car dealers need to make a profit but give me a break!

This dealership did nothing but destroy the reputation of the trusted Rohrman Auto Group name by price gouging a first-time buyer out of roughly $1800, which they most likely would have made back 10-fold in service and repeat future business. Instead, all that Gurnee Hyundai will receive is additional horrible business reviews. Doubt they will care, I guess the days of slimy car salesmen will continue to live on at Gurnee Hyundai.

Logan A.

Salem, WI

11/04/2022

Category: Service

Stay clear of this dealership. Horrible experience all around

Be aware and stay away from these scam artists. Foolishly, I thought the days of slimy car salesmen were over, unfortunately, I was dead wrong.
Once I arrive at the “dealership”, I found that the fair online price (Cargurus) required an additional $3000 in useless accessories including a fee of $2,495 for paint protection (the vehicle has multiple scratches) and a fee of $650 for a LoJack system that does not work. Regardless, my son fell in love with the vehicle so we decided to purchase it. Then somehow during the financing process an additional $2K was added to the overall price of the car that wiped out the value of his trade-in vehicle.
When my son and I called and questioned the discrepancy a day later we were given the runaround by the dealership staff who would not call us back to address our concerns. Two days later we visited the dealership for the third time in person and left in shock at how our salesman Rodger lied to our face and how the slimy manager, Leonides condescendingly responded to our concerns. I understand that car dealers need to make a profit but give me a break!
This dealership did nothing but destroy the reputation of the trusted Rohrman Auto Group name by price gouging a first-time buyer out of roughly $1800, which they most likely would have made back 10-fold in service and repeat future business. Instead, all that Gurnee Hyundai will receive is additional horrible business reviews. Doubt they will care, I guess the days of slimy car salesmen will continue to live on at Gurnee Hyundai.

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