When you buy a brand-new car, you expect peace of mind--not a months-long headache. Unfortunately, my experience has been the complete opposite. Today marks day 52 without my new car. I only had it for 26 days before bringing it to Gary Rome Hyundai for what I believed would be a quick repair. Instead, it has become an ongoing ordeal. I'm still making monthly payments on a vehicle I can't even drive. And while I do have a loaner, this situation is absolutely unacceptable--especially for a brand-new car. The vehicle developed a loud noise from the front driver's side, and despite three repair attempts, the issue still isn't resolved. I've gone to pick up the car after being told it was "ready," only to hear the same noise as soon as I pulled off the lot. At one point, I was even told they didn't know what the problem was and that an engineer would need to inspect it--yet still, no answers. I provided both Hyundai and the dealership with a formal final opportunity to repair the defect, and that deadline has passed with no fix. With no meaningful progress, I've now initiated Massachusetts Lemon Law arbitration, because no new vehicle should sit in service for nearly two months without a resolution. I am extremely disappointed in my experience with Gary Rome Hyundai and Hyundai. The buying process was smooth, but the service experience has been the complete opposite--frustrating, stressful, and far below reasonable expectations. I'm sharing this so others are aware of what they may encounter. Hyundai needs to do better. #Lemon #GaryRomeHyundai #Hyundai #MassachusettsLemonLaw #ConsumerRights #CustomerExperience #AutoIndustry #HyundaiTucson #CarProblems #DoBetter #CustomerService #BrandAccountability #NewCarIssues #Automotive read more

Gary Rome Hyundai - Car Dealers Near Me

I want to share my personal experience working at Gary Rome Hyundai, because what's posted publicly doesn't reflect what I lived day to day. Earlier this year, I publicly praised Gary Rome Hyundai on both Google and Facebook reviews. I meant it. The shop was clean, organized, and professional. I loved the work environment, my coworkers, my customers, and my bay. I truly wanted to stay there long-term. During my time there, I watched four technicians quit over pay issues. I didn't want to be another one. I stayed and begged for compromise because I believed in the place and wanted to build a career there. I was a flat-rate technician making $28/hour. On paper that sounds generous, but I was not given enough work to consistently make 40 hours a week. I was regularly assigned engines, transmissions, and diagnostic work -- engines paying around 6 hours, transmissions around 3.2 hours -- while other techs were able to turn steady hours. Over time, my pay dropped from roughly 80 hours per pay period to about 40 hours in an 80-hour period, three pay periods in a row. Over time, I also noticed a clear pattern of favoritism in work distribution. The dispatcher, Giovanni, has several family members working throughout the dealership -- including in parts, on the lot, and in the shop. A portion of the shop was consistently prioritized and fed high-paying "gravy" work, while others were routinely given the jobs that did not pay. This directly affected my ability to earn a living and made the pay disparity impossible to overcome. When Ryan was the service manager, he made sure I was paid fairly if I did whatever work was asked of me, and I always did -- without complaint. That changed suddenly. Beyond my regular duties, I brought the entire Chester Blandford Police Department over as a commercial account so all of their vehicles would be serviced exclusively at Gary Rome Hyundai. I tried to contribute wherever I could and add value to the business. When the finances stopped working, I put in my two weeks. Management refused to accept it and instead allowed me to work one day a week for several more weeks so I could survive while working another job. I was asked what it would take for me to stay. I was offered $20/hour. I explained I needed $24/hour just to scrape by. That was refused -- and shortly after, I was let go. I had zero disciplinary actions, verbal or written, my entire time there. Later, when a new service manager came in, my coworker Bob put in his notice the same day. He was offered $34/hour (hourly, not flat rate) to stay. I was never given that opportunity. The new service manager acknowledged this directly to me and took my information, but I was never contacted again. Giovanni made it clear I would not be allowed back. I paid roughly $360 every two weeks to tool vendors just to do my job. There was no 401k match -- we were told the company didn't match because break room supplies were provided instead. I was the sole provider for six people. I didn't ask for special treatment. I asked for a livable wage so I could continue doing a job I loved, at a company I wanted to work for my whole career. Seeing posts about how employees are taken care of is painful, because that wasn't my reality. I gave a lot to this place because I believed in it -- and in the end, it wasn't enough to keep my family afloat. I loved this company. That's why this hurts. I'm heartbroken and tired of watching a version of the story that doesn't include experiences like mine. read more

Scum dealership, tried to steal 1600 dollars from my elderly parents from the sale of their car to Gary Rome. Didn't send complete contracted payoff to the lienholder. After called out on this, it took over a month to get my parents money back. Great job Gary Rome, you should be proud of your dealership trying to steal from elderly people, one of whom is on hospice! read more

Of all the car dealerships I have done business with, Gary Rome Hyundai has the distinction of being the worst by far. The service department is TERRIBLE. And the management has no care or concern for the customer. If you have an issue, too bad. They are not going to help you. Definitely stay away from this place. If you're looking to buy/lease a Hyundai, or you need one serviced, you'll have a better experience at any other Hyundai dealership in the area. read more

My wife took a test drive of a new Kona. Told them we would think about it. Wasn't a very good offer. Went home , saw an ad for a free $25 gift card to Big Y with a test drive. We weren't offered anything. I called them to ask about gift card. I was told since we DIDNT ASK FOR IT, we weren't given it. We didn't know about it until after we got home and saw the ad! Shouldn't that have been offered to us ? Got the Kona at ANOTHER DEALER! Treated 100% better. Like they cared about us. Unlike Gary Rome! read more

I had such a great experience at Gary Rome Hyundai. The salesperson, Nikki Lussier was super helpful, patient and not one bit pushy. She's someone you'd be glad to call a friend, and I'll feel very much at home going there and asking for her, when I'm ready for my next car. HIGHLY RECOMMEND. read more

I am beyond disappointed with Gary Rome's response to an issue that a friend of mine has had for months. I have either purchased or leased 4 vehicles from this dealership in 10 years-however I will not be returning to this dealership--you can sell all of the vehicles you want-but Mr. Rome if you as the owner of this dealership cannot provide the service that everyone who purchases a vehicle expects then you should be concerned-as we all know the best advertising is word of mouth-sorry but there will be no more recommendations to family and friends coming from me. read more

I am very disappointed. We leased a Hyundai hybrid Tucson 3 months ago. The air conditioning stopped working and the ev system also stopped working. We brought it in and was told it needed an inverted that is back ordered. I assumed we would get a rental but they need to get approved. That means we have no car until they get back to us. This is just not acceptable. I would have to leave and bad review for this and would not go back there for another car. Caren Weiner read more

Nikki is a great saleslady, both of my daughters bought cars with her. Very knowledgable about her stuff. I bought a Santa fe from her as well. Chris is also very helpful about the financial stuff! read more

Better service and caring about the customer. Very disappointed in how my son in law's car problem was handled or should I say "not handled". I have purchased or leased 5 vehicles from this dealership in the last few years, but will no longer purchase from Gary Rome Hyundai. Time Magazine had his picture on the front of their magazine. It obviously wasn't an award for good service and customer satisfaction. read more

My first experience back about three years ago with Gary Rome Hyundai was great, but a recent dishonest interaction via email has left me feeling that I should share my experience with others to help them avoid such sketchy business practices. An employee reached out to me via email on March 20th, saying in the second paragraph of the email: "Being able to acquire vehicles that we have either sold, serviced or both that we can add to our Pre-Owned inventory is the best possible scenario. In a search of our customer records I identified your car as a perfect match for us. As compensation to you, if we could upgrade you to a newer 2024, Sonata Hybrid Limited keeping your payments about the same, would you consider letting us re-purchase your car?" I am writing this review since this is NOT what was offered and not even close. I wasted so much time through so many emails trying to see if this was an option and even trying to negotiate a better offer. When I got the quote it appeared my assumption was right that I would not have to put any money down (talking with the employee confirmed this later on), but the monthly payment was $565 for the lower end SEL model...not even the Limited as quoted in the email. I had a great first interaction with John, so I can't give 1 star, back when I moved back to New England and he really helped me out with what I believe was a great deal in a time when chip shortages and limited inventory made things really tough, but he is no longer working at Gary Rome (I obviously saved his number and reached out recently). These days I am not sure where the transparency and honesty has gone. It seems like the tired tropes about caresales people may be true at Gary Rome now too which really breaks my heart. I ended up having to get on the phone to get my questions and requests dealt with as my clear lists and requests were met with brief emails back that did not directly address my questions or requests. I have not heard back since that conversation and it was confirmed that the email was to get a conversation started. No I don't have proof of that conversation, but it was illuminating as well. read more

Gary Rome Hyundai - The first email - Car Dealers Near Me

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The customer service is outstanding. First time "new" car buyer on my own. Gary is a wonderful host & sincerely cares about his customers. Norm Caruolo was amazing! Wonderfully assisted me in acclimating to my new wheels. Highly recommend!!!! read more

Gary Rome Hyundai - Norm is the bees knees in customer service & really cares.... Like really cares! Wonderful car purchase experience! 5 stars! - Car Dealers Near Me

After 2 years of frustrating service experiences with the Hyundai dealership in Northampton, where I purchased my 2022 Ioniq 5 long range RWD, I decided to drive an hour to Gary Rome to try their service department. I am so glad I did! The scheduled maintenance I needed was almost half the price I was quoted at 'my' dealership, and it was the first time that the estimated time for the work was accurate. The service staff is professional, friendly, and knowledgeable. They even offered a car wash at their sister dealership because theirs was not operating. The reason I didn't give 5 stars is I was given another customer's paperwork and paid for it before the service department (quickly) realized and rectified the mistake. I will be moving my service to Gary Rome, even tho it's 20 minutes farther than the dealership where I bought the car. read more

Service department failed inspection due to worn windshield wipers which they replaced 12 months earlier. Highly suggested replacing air in tires to prevent tire pressure light from activating in the winter. Service department will try to get as much money out of customers as they can and put forth a false image by donating to the community. read more

Worst service department I have EVER been to!!! 3 people told me the part would be covered and they called and quoted me how much the repair would cost for a plastic piece that should have been covered under my warranty. When I went to pick up my car there was not a single person working in the service dept to get my keys I ended up asking the rudest sales manager who told me I would be escorted out if I wasn't quiet mind you there was not 1 person in there buying a car not a shocker because they SUCK!!!! This guy tells me to get my keys and leave so I went to the service department to get my key and he physically put his hands on me when I went to get my keys and again threatened me. The place is a dump and wanted me to go back on Monday to buy a brand new car NOT doing that!!! They don't care about repeat business or providing customer service I pray that business goes under and as far as Gary Rome he should take these negative feedback and actually do something! I say a big F U to them and hope no one ever goes back there!!! read more

Great sales team!! Everyone made sure we were treated with respect. A special thank you to Jack Eisenstaedt for going above and beyond to make our car buying experience the best it could've been!! read more

Gary Rome Hyundai - Proud new Kona owners - Car Dealers Near Me

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We have bought 4 cars at Gary Rome over the past year and while going into to sign paperwork for my son's car my husband brought my Palisade in for an inspection because it was due and thought he'd get the inspection done while he's doing the paperwork for the car. The Palisade passed inspection and as they were putting the sticker on they broke my windshield then told my husband there was already a chip there and they shouldn't have passed it. They admitted they made the crack worse but that it wasn't their fault it broke. There was no chip on the windshield and that was just the excuse we were given so Gary Rome wouldn't be responsible to replace the window. We will NEVER recommend Gary Rome to anyone for anything. Gary Rome should take responsibility and replace the window. I'm sorry my son is even buying a car there but he's been waiting since October for it to come in. read more

I got the car on 09.08.23 with seller Brien. the title number CJ3787... HYUN.VENUE 30422F SUV. Initially I was extremely happy and satisfied with my vehicle Now 1 year latter I am writing to express my concern about the security of my car. Since I got the car I began to notice issues with the car security. I replaced alarm twice from prestige to Compu star believing that the issue was the alarm itself. However,despite these efforts,the problems persisted. It now became clear that the root cause of the issue is a compromised car security system. Now I strongly suspect that someone has obtained unauthorized access to my car ,s password ,possibly due to a software leak or theft . This has resulted in my car still being accessed without my permission multiple times I am deeply concerned about the potential consequences of this security breach. With not authorized access multiple times since i got the car up today somebody trying hrassm me leaving every time minor cosmetic damage inside, glue or draw with forever marker my items and more very strange things . I would like to get info. who had access to my key code and storage location when i got the car ? if my car key code encrypted and secured? What security protocols are implemented to prevent unauthorized access? Now 1 year latter I am sure now that somebody shared my car key code with third party located locally . What help can I get to stop/ prevent not authorized access to my car in future ?How be ensure my car code stored in a highly secure digital environment and protected from unauthorized access? Can you implement Driver Preference Authorization (D P A) or a similar feature to prevent unauthorized access? Thank you read more

This is my fourth car bought from Gary Rome Hyundai. The process took only a few days and today I picked up my new Santa Fe. The sales account manager, Michael D was fantastic. He's completely buttoned up and was professional, efficient and very customer service oriented. A real pro. Jason in finance was terrific, worked with me to get the best deal and made quick work of it. Gary Rome was instrumental in getting my loan worked out and is just a great guy. His team is completely customer-driven and everything they promised all worked out. Thanks to the whole team- I trust Gary Rome and his entire operation. Bravo read more

Gary Rome Hyundai - My new Santa Fe Limited 2.4 liter- fully loaded - Car Dealers Near Me

Inquired about a Kona N where the salesperson was reponsive with communiation back and forth which I was trying to understand the specifics on overall cost before I took the trip out there since I was about 90 minutes away. Short story is that they dealer fees are totally outrageous and junk where they just make up ghost fees to jack up overall price of the car. Would highly recommend to check out other dealers where with just the dealer fees alone you could save at least $500 and according to other reviews they don't deal much on pricing so could probably save yourself even more. read more

Norm was very helpful with a test drive. Though the dealership would not budge from their price and ultimately we went to Country Hyundai and got what we wanted. read more

I had a unreliable Toyota Tacoma from 2017, I was looking for a reliable car and the Palisade just caught my eye we have bought the car 4 months ago now, amazing, when we were buying the car it was a amazing experience. Good service good everything, cars great had no problems, Shout out to everyone who helped me. Go Hyundai, Ditch Toyota! read more

Brought my car in for a recall replacement. After it was installed I was told that my car had zero oil in it and that my backcaliper was not working. One, I was down a quart of oil. How'd you drive a car 15 miles with zero oil in it? It would size up befor a mile or two. Ridiculous mechanic. I would post his name, but the place where he works is enough. As for the caliper, it was not frozen. The only thing frozen was this mechanics brain. The secretary was excellent, very personable. Other than that, this mechanic should be replaced. read more

Today I had the pleasure of working with Michael to help find a car for my mom. I had previously purchased a Kona there a few years ago and had a positive experience. Something that stood out to me was that they weren't too pushy to make a sale and Gary makes an effort to greet all of the customers. It is a welcoming atmosphere there and everyone is friendly. Michael was very helpful and considerate when finding the best fit for my mom's new car. He is very knowledgeable and explains the functionality of the vehicles clearly. Thanks again to Gary Rome! P.S. Jason in finance is great too! Yeah read more

Well seems to be a common complaint. Very good at selling a vehicle, terrible service dept. Son bought 2021 Kona with extended warranty. Flashing check engine light. (do not drive) Towed to dealership. been there a week. Service dept doesn't return calls. No loaner car. One week and counting with no vehicle. Initially said will be 10 to 14 days before they check it out. No mention of service dept backlog when selling vehicle. Buy a Toyota read more

Easiest place to purchase a new vehicle. Friendly staff who are more interested in making customers happy.

I own a 2023 Hyundai that I did NOT buy through Gary Rome Hyundai. That was a big mistake. The vehicle is awesome the purchase experience terrible at that other dealership in Northampton. Yesterday I finally had service on my Hyundai at Gary Rome. Great experience from just getting the service scheduled to the entire service experience. The staff at Gary Rome is awesome, knowledgeable, patient and kind. Marissa Rivera walked me through the process seamlessly. She made my first dealership service easy. It was all good in their lovely flawless facility up to scheduling my next appointment. Thanks Gary Rome read more

The service department is very well versed in professional speech and knowing how to really pull you along...to hell. Get ready to grab the popcorn and cue the violins. I had a 'knock sensor' replaced on my Tucson after having it less than a year. I was driving the car then it went into limp mode ( where the car won't go over 30-40 miles to protect the engine) on the Mass pike. Very scary and dangerous !Then another 6 months later same thing happened again and yes vehicle went into limp mode again on the Mass Pike. It's been 3 weeks since I've had it towed in. Do you think it's been looked at, we know what's going and I've been communicated with through this stressful process? Nope. My service advisor Felix disappeared and was told he no longer worked there. It's just as well since he could not be bothered to ever acknowledge or speak to me even when after calling numerous days and times, I finally turned up in person. Spoke to Megan the manager quite a few times and in depth to no avail. She'll really give you a good idea of "everyone's stories being different and not the same" when I spoke of the long wait list ahead of me with all the people they have endlessly waiting. Still no diagnostic check, still no answers and still regretting my decision of choosing this lowest dealership. Took me 2 weeks to get a courtesy vehicle as well with me calling basically everyday. But hey loved the courtesy vehicle but do not love the lack of integrity, actually professionalism, respect and honesty that comes with this package of absolute bullshit. This is not something I ever thought I'd write about and really fits a horrible soap opera you can't turn off the TV because it's so disgustingly sick. This will be my last time purchasing a Hyundai and my last interaction with Gary Rome Hyundai. I own a Vizsla myself and still wouldn't use him to entice naive customers to think I actually cared about people. read more

This is one of the nicest car dealerships I have ever been inside. It's clean & friendly. People don't harass you. I came - twice- for the fast EV charger and ended up looking at their EV Hyundai & Kia cars. Very good value compared to rest of US. read more

The so-called Gary Rome "service" department is a total rip-off. They run up the bill and tell you that you need items fixed/repaired/replaced that do not need to be fixed. I had the unfortunate experience when they wanted to charge me $365 for a new battery for my Elantra- I declined. Instead I purchased a new battery later in the day at Costco for $179!! Replacement windshield wipers - over $40. Air filter - $90. Replace spark plugs - $240. And on and on and on. I will not go back there for any service work and I'd advise others to find a reputable auto repair shop and go there instead. In fact I will not buy a car there again. It's just not worth it. read more

Stopped in to look at a car. There were sales people throughout the showroom doing nothing but talking to each other. I walked around for 15 minutes, not one asked if they could help me or even acknowledged my existence. I looked at cars for another 5 mins and left, Sorry, lost my business. I don't like being bombarded by salespeople the minute I walk in the door, but a hello by, at least, one salesperson would have been nice. read more

I brought my car in a month ago for a known recall. My 2017 Tuson had an oil consumption test which I had told them my car is losing oil WELL before and they told me I had to wait until my engine shits the bed. 58k on the motor and now I'm not getting answers from anyone when I call about updates. They never have any loaners. read more

Y'all are rude and disrespectful. Took my car to be serviced here for something THAT IS COVERED UNDER MY WARRANTY! And they want to claim that they can't service my car here! read more

I bought a used 2017 Kia Soul from this dealer. I should have done a more detailed inspection of the car before I took delivery. My fault. No spare, no jack, no lug wrench, and no key to the locking lug nuts. Now, a year later (too long a story for this review), I'm going back, AGAIN, to this dealer to have a tire they mounted incorrectly, remounted. I have spent hours of my time dealing with the consequences of my not finding out about what was not in the car when I bought it. People, including Mr. Gary Rome's assistant, say they will call you back, but they don't. It is painfully obvious that they place no value on your time. Did I mention the aggravation? If you buy a car from Gary Rome Hyundai, and value your time, as I do, you will regret having to deal with them if a problem arises. Run away. read more

I highly recommend Gary Rome Hyundai, to all my friends and family members. They are an exceptional and high quality vehicle dealership, that it's great service in our community. THANK YOU FOR ALL THAT YOU DO!!!! read more

Sales is great-Service = zero stars. Phones are never answered, phone messages NEVER returned. Just a lousy experience. Service dept is overwhelmed in their defense, so if you read these reviews Gary, hire more people. read more

I was in the service department and I heard the advisers speaking about another customer. It was a Mr. Gurley I believe. They said that he'd come in for new tires for his Elantra. That he had tires for life and was entitled to four, free new tires. However Mr. Gurley was unaware that he was entitled to free tires so they were going to charge him. This was years ago and I never forgot it. From that point on I had my car serviced at Balise Hyundai. read more

I placed an order online over their ebay presence called at: http://www.ebay.com/usr/hyundaiandkiaparts I was shipped a completely wrong item, and charged almost $13 for an item that could've fit in an envelope for .50 cents. I called customer service and was given the run-around, and finally told someone would give me a call back. That was last week, and I'm still waiting for a call. Very unhappy with customer service, and I am willing to edit these comments if I can get some resolution. read more

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I love getting service done here on my car. They are just great and there is a whole play room place for my kid to keep him from going crazy. I have yet to purchase a vehicle here I made the purchase of my Hyundai at Lia Hyundai in CT but i know if I'm getting another Hyundai my next purchase I will get it here. But I have appreciated the service they have provided for my car. read more

Gary Rome Hyundai - Car Dealers Near Me

If you could give a zero rating I would. I ordered a car 7 months ago. The car is scheduled to come in next month. They called demanding an additional $1000 deposit. They refused to tell me the price of the car. All they would say is whatever the MSRP is they are adding $10,000. The whole community and integrity thing they preach is a fake news. They are just another greedy dealership trying to take advantage during these difficult times. read more