When you shop for a new car, you probably have a wish list. Maybe you want heated seats. Or a high-end stereo. Or a cherry red color.
“My old car was broken into and I had a separate plug-in GPS, which was stolen,” said Borborah, 37, of Edison. “The only thing on my wish list was a car with the GPS built in.”
That’s what he told the sales staff at Brad Benson Hyundai in South Brunswick, he said.
Instead of a navigation system, he got broken promises, excuses and a good old runaround.
Sept. 10 was car-shopping day. Borborah went to Brad Benson Hyundai, interested in a 2012 Sonata with a factory-installed navigation system.
“They did not have a car with navigation and I was ready to walk out, but the sales manager convinced me to buy the car and told me they would install (the navigation system) in any car I bought,” Borborah said.
He signed the contract for $23,500, which included a “We Owe” page that detailed services that were outstanding, including the navigation system, which would be installed within five days.
In the days that followed, Borborah said, he’d call the dealership every other day to see when he could bring the car in to get the navigation system installed, but he said he kept getting put off.
Finally, 10 days later, on Sept. 20, Borborah said the dealership called with unsettling news. The installation of the navigation system would cause the car’s Blue Link system — a telematics system that offers features such as emergency alerts, maintenance reminders and more — to stop functioning. The two systems wouldn’t work together.
“This was not acceptable as this was not disclosed during the buying process,” Borborah said.
He said he spent the next day trying to reach his sales rep and the sales manager, but they were not available.
Looking for relief, he next called Hyundai’s corporate office, which promised someone would research the case and call him back. On Sept. 23, corporate called, saying Borborah would have to work it out with the dealership.
In the meantime, he finally reached the dealership, and it made a different kind of offer.
“They are offering to refund the cost of the navigation or to install leather seats or a moon roof,” he said. “Those things don’t help me navigate. If a moon roof will help me navigate, I’d like them to show me how.”
Borborah wasn’t interested in a refund, either. He wanted what he was promised — a car with built-in navigation.
Finally, the sales manager offered to provide a replacement car that had a navigation system — which is all Borborah wanted. But then the manager asked if Borborah would be willing to pay more money.
Absolutely not, he said.
On Tuesday, he received a call from the dealership, saying it had located a car with navigation and Borborah should come to the dealership to pick it up.
Relieved, Borborah made the trip. He saw the car and took it for a test drive. He liked it. But he didn’t like the big surprise that came next.
“After spending two hours there, the sales manager asks for $5,000 more plus taxes and registration for the other car,” Borborah said. “Why am being asked to pay more? They do not accept that it is their mistake and that they sold me a bad deal. They only laughed.”
Unsatisfied, Borborah left, navigating his way home without any electronic assistance.
He called Hyundai corporate again. The company has “expectations” for dealerships but no enforcement or ability to resolve customer issues, he said he was told.
“I feel cheated,” he said.
DELIVERING ON THE PROMISE?
Bamboozled reviewed the contract. We then reached out to Brad Benson Hyundai.
The sales manager said the dealership is trying to resolve the problem and satisfy the customer.
We were put on hold.
“We’re getting him another navigation,” the manager said when he came back on the line.
But if one navigation system would interfere with Blue Link, how could a different one be problem-free?
He said he’d have someone from upper management call us back.
Instead, in about two hours time, someone from Brad Benson called Borborah.
“They said they would put in a different navigation system and it would work,” Borborah said, noting that exactly how it would work wasn’t explained to him, either.
An hour after that, a Brad Benson rep called Borborah to make an appointment for the installation. It would take a few weeks to get the part, Borborah said he was told, so they made an appointment for an Oct. 20 installation.
A couple of weeks to get the part? That made Bamboozled wonder. If the dealership had truly been working on this and trying to get a compatible navigation system before we called, would it really take a couple of weeks — beyond the three weeks had already passed — to get the part?
Still, we wanted to know why this different navigation system wouldn’t be problematic with Blue Link.
Two messages left for the sales manager were not returned.
But then Borborah called. He said two different sales reps from Brad Benson Hyundai called, asking him to tell Bamboozled to stop calling.
Message received. But really? They couldn’t just call and say, “No comment,” or the like?
Borborah hopes the systems will work together as promised.
“I’m not asking for anything special,” Borborah said. “Only what was written down in the contract.”
He said he’ll let us know how the installation goes, and we’ll keep you posted.