The owner of Northtowne Auto Group in Gladstone, Missouri, shared his reaction to a customer buying a 2017 Hyundai Tucson with a bad motor. JP (@jpthecarguy21) says he’s been in the business of selling cars for over 30 years, and he prioritizes customer service above all. This is exemplified in his reaction to learning about a college student’s woes with the used Tucson they purchased from his inventory.
JP indicates in a story-time TikTok that, despite the car not being covered by a limited, used-vehicle warranty, he was intent on making things right.
85K Mile 2017 Hyundai Tucson With a Bad Motor
“Back in June, I sold a 2017 Tucson Ultimate all-wheel-drive, 85,000 miles on it, roughly,” JP tells viewers as he walks through the dealer lot. “Sold it for [$12,500]. Folks bought it for a college student driving to, I think, Manhattan, maybe, every day from Kansas City or somewhere. Had it since June, put 2,000 miles on the car, and the motor goes out.”
He says the mother called, telling him she thought the motor was out and asking if she could have the car looked at for free. JP agrees and tells her to tow the car to him. He says it didn’t take long to determine the motor was indeed shot. He adds that he then checked whether the customers had a warranty extension and found out they did not.
“So we’ve got nothing. They bought the car with a 30-day, thousand-mile warranty on it. And, what are we gonna do?” he tells viewers.
The salesperson’s response may seem like a fever dream for anyone who’s ever had a negative dealership experience. That’s because he vowed to assist the driver, despite the vehicle being out of warranty. This may come as a shock to some, seeing as there have been reports of dealers failing to address problems with vehicles despite them being covered under warranties.
“I’m gonna take care of the customer,” JP says.
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How Did He 'Take Care' of the Unlucky 2017 Hyundai Tucson Owners?
JP states, “Told her to come in this week. When I find the right car for her, we’ll give her her money back and put her in the new car. Different car for the same money. If they wanna spend a little bit more money, they can. Whatever they’d like to do. But I’m gonna find them the right car and take care of the customer.”
According to the salesman, it’s the only correct way to go about conducting business.
“That’s what we’re supposed to do in this world is take care of people. She only put 2,000 miles on the car. Yeah, she signed a 30-day, thousand-mile warranty. We could’ve been [expletive] like every dealership in the United States and said, “Well, too bad, you own it.” Nope. Not in Northtowne, not with JP. We take care of our people … that’s what we do at Northtowne is I take care of my people. 32 years in the business. Just what we do.”
Gallery: 2017 Hyundai Tucson Night Edition
Commenters Sound Off
Numerous folks who replied to JP’s video were smitten with his response to the customer’s issues with their vehicle. “That is how you earn continued business,” one remarked. Another stated, “You just punched your ticket to heaven.”
One person on the application thought JP should be heading up classes on how companies should react to patrons. “Teach a class on customer service. It’s needed,” they wrote.
For others, like this social media user, JP embodied good morals: “Thank you for being a decent human,” they wrote.
Several others who replied indicated that because of JP’s attitude, they prioritized his company during their search for a new vehicle purchase.
Are Dealerships Trustworthy?
Analytics firm KPA indicates that the number of customers who trust car dealerships is alarmingly low.
According to a blog post from the research group, “most still distrust” dealers when it comes to vehicle pricing. In fact, 86% of surveyed patrons said that they’re “concerned about hidden fees when buying/leasing a vehicle. [and] 76% don’t trust car dealerships to be honest about pricing.”
This lack of faith in dealer services extends to repair and maintenance as well. Cox Automotive wrote in 2023 that belief in the capabilities of dealerships to actually fix cars at competitive rates has dwindled year after year.
Then, factor in lemon law horror stories. Some states, like Kentucky, only allow this law to be appended to new vehicle purchases. This means folks who purchase a used car can be stuck with a costly paperweight sitting in their driveway.
Still, TikTok continues to show that not all automotive workers are deceitful and only out for a quick buck. While customers still distrust many members of the automotive industry, JP is clearly building trust with his audience for his customer-first business model, and many other TikTokers make content aiming to add transparency to the industry.
Motor1 has reached out to JP via TikTok comment for further information.
