To Whom It May Concern:
My name is *** *** and I am the customer relations manager at Frank Hyundai. I will contact Mr*** directly in regards to complaint #
***. I do see that this payment has been taken care of and I will provide Mr*** with a tracking number to verify that the payment has been sent and received by his lender. I will follow up to be sure that everything has been resolved
Thank you for bringing this matter to our attention
Very Respectfully,
*** ***
*** ***
Customer Relations Manager
Frank Hyundai
***
I represent a great organization and as part of our commitment to all our customersWe would like to come to a resolution that would satisfy Mr***We understand his frustration regarding the miscommunication, therefore, to assure Mr***’s satisfaction, we have made the decision to relieve him of his debt with our dealership.We value our customers and ask you to please feel free to continue to provide us with the opportunity to redeem Frank Hyundai in his eyesIf you have any further questions or would like to discuss this matter further, please feel free to contact me at *** We look forward to continue serving you as a valued customer.Best Regards, *** *** Customer Relations Manager Frank Hyundai ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I have read Ms***'s response to my complaint, and there are several items that are completely wrongLet me state first that Ms*** was not present once during any of these transactions.She was brought in to do damage control by *** who is the one who contacted me 1/months later to inform me about the collections issueFIRST: I never, at any time, stated that I "needed time" to come up with the $1,000
I got out of the dealership after my bank was closedI was going to get them a cashiers check for the $1,In good faith, I came the very next morning and brought them the other car key, proof of my address and a personal check (post dated until Oct 31st) and I had placed a post it on the check stating not to deposit the check as I would be bringing in a cashiers check that very week and I initialed itThe Salesperson AND the sales manager told me I had days to bring the $1,in- I did not ask for more timeThat is what they told meThen, on Monday Oct 5th they cashed the check throwing that checking account into the negativeWhen I called the dealership immediately and spoke to ***, and the sales manager, no one would admit to any wrongdoingThey did tell me they would refund the money right away, and that too was a nightmareIt took a full week to get it, and the General Manager of the dealership was just awfulI had to come to the dealership at 8:00pm on a Friday night, and was only given a check for the $1,000- the check for all the overdraft fees the had caused was sent to me via mail a week laterAs I was leaving the dealership, *** told me to bring in another check for the $1,and the sales manager, ***, I believe stopped her and said to me "NoNoMr***We will take care of thatDo not worryWe are very sorryBe well and enjoy your new car." Not once in 1/months did I receive a call, a letter, an email regarding the $1,Nothing until I received a call in late December telling me it was going to collections if I didn't pay itI told *** she needed to speak to the sales manager as he's the one who told me not to worry about the $1,Then the next time I heard from ***, she brought Ms*** into the callMs*** told me after I suggested they redo the lease, that they could not as I was already making monthly payments on the car and there was nothing they could do and when would I like to start payingI NEVER, at any time became hostileI did tell her I would go to the Revdex.com, ***, and the media about my horrible experienceI even called the Hyundai Headquarters and filed a complaint against the dealershipI never once told her I would not pay it I said I did not think it was fair that I had to pay it after I was told that I did not need toI never at any time told Ms *** that I didn't know who I talked toI even asked the sales manager as I was leaving that night I had to pick up my check if there was anything else I needed to do and he said noMs ***'s claim that they are moral and ethical are extremely incorrectThe only thing they did morally was return the money to me after they breached the lease first and deposited a check they were not supposed toIt's my right as a consumer and customer to stand up for myself and the wrongdoing of the dealershipIf Mz *** thinks that my statement that I would go to the media and the Revdex.com etcWas a threatIt wasn'tI was just stating a fact, and it's my right to do so when there is something shady being done by a supposedly "moral and ethical" dealership(Ms ***'s words, certainly not mine)She actually asked me not to file a grievance and all I told her was that if they refused to make the situation right, I was left with no other choice and I absolutely wouldI urge you to read many of the *** reviews on this dealership over the last few months and you will see they have pulled a lot of suspicious things on consumersI would also like to add that Ms *** informed me that because of this situation, the dealership is implementing new policies and procedures so that this situation won't happen again, so obviously something DID happen as I have stated and yet they still won't stand behind what their employees saidIt's all principle nowThey lied and they are trying to get away with it and bully meI won't stand for it.
I appreciate the Revdex.com working with me on this and I look forward to some sort of resolution with the dealershipThank you,
*** ***
To whom it may concern:
Roman">
On 12/8/Frank Hyundai received a sales lead thru ***
*** *** Program on behalf of Mr***.
The request was for a Hyundai Santa Fe, Limited which we did not
have in stock in the color preference The customer was verbally given *** pricing
on the model and was told that we would need to try and locate his color
preference Mr*** also requested the
help of our staff in locating a Hyundai Santa Fe, Limited After careful review of recorded phone
conversations, Mr*** spoke to four different sales associates, three
different vehicles were discussed and Mr*** had been in negotiation with at
least two other dealerships. On 12/13/2014,
Mr*** came into the dealership to negotiate a purchase on a model and
was not in agreement with the *** *** Pricing that was presented to
him. We explained the pricing options
available thru *** *** *** Program and could not come to an
agreement
Mr*** had filed a complaint with *** *** ***
Program and following an investigation, we as a dealer were found not at
fault. An offer was made to Mr*** that
any price quote given to him in writing by our dealership, would be honored Mr*** is welcome to contact our general
manager to clarify any future business dealings at ###-###-####,
Monday-Friday 9am-5pm
Very Respectfully,
*** ***
Customer Relations Manager
Frank Hyundai
Best
Regards,
*** ***
*** *** ***
Frank
Hyundai
***
First and foremost, on behalf of Frank Hyundai, I would like to personally apologize for the series of misunderstandings that led to the delay on your refundI certainly understand how our failure to respond to your request was frustratingThe miscommunication resulted from a poorly designed chain of command, which I have revisedI assure you we are taking the necessary steps to prevent it from happening in the futureI have made the necessary arrangement to ensure that Mr*** receives his check todayFrank Hyundai is a great company, and I want to stand by our valued customersI hope you will give us another chance to provide you with a great service experienceBest Regards, *** *** *** *** *** Frank Hyundai ***
*** ***, our Customer Relations Manager, called Mr*** regarding his recent service experience at Frank Hyundai. We apologized for the delay in completing his vehicle at the time we had discussed with him. We offered to bring a windshield wiper cover to his home and he stated that his wife is bringing her Hyundai Accent in on Thursday, June 9, so he requested that we give her the part that was missing from his vehicle. We also offered to give him $in store credit towards future services and he accepted that offer.
Thank you,
*** ***
Service Manager
Frank Hyundai
Direct: *** *** * ***
Cell: *** *** * ***
Tell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
I would also like to add the following issue to the original Complaint: I found a razor on the floor behind the drivers seat this morning which could have only come from the mechanic at Frank Hyundai as no one else drives my vehicle, nor does anyone ever sit behind the drivers seat, nor does anyone in my household use these razor blades. This was not here just prior to taking the vehicle in as I had just vacuumed it. I know for a fact the mechanic was in the backseat of the vehicle.
Thank you.
Regards,
[redacted]
To Whom It May Concern:
I have reviewed the service histroy for Mr. [redacted] and have contacted him directly. We have come to an agreement and will deal directly with the consumer. Thank you for bringing this matter to our atttention.
Very...
Respectfully, �...⇄
[redacted] Customer Relations Manager �...⇄ Frank Hyundai
I was able to find the deal, she purchased her vehicle back in March 2nd
font-family: arial, sans-serif;"> 2015. [redacted] is the primary buyer. I will get a copy of the contract today. I don’t see in our records that her information was reversed with her daughters here at our dealership. I will reach out to someone at HMF today, to see if they could provide me any information regarding the account. Unfortunately this is probably not going to happen since this is against privacy laws but I will contact our representative and let him know the situation. In this case it sounds like they did not make their payments and the vehicle was repossessed. The dealership is the intermediate between the finance company and the buyers. I will get back to you on this issue by the end of the day
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The Dealer's response is inaccurate and untruthful. The Dealer's failure to offer any compensation is unacceptable.
LIE #1: The Dealer never told me that it did not have a 2014 available. The Dealer told me that the two cars discussed could be obtained promptly from another dealer.
LIE #2: The Dealer never said it would "need to try and locate [my] color preference." I told the Dealer my color preference from the very beginning. I was then given two price quotes: one price for a Silver model the Dealer could acquire on my behalf; and one price for a Black model the Dealer could acquire on my behalf from another dealer.
LIE #3: Three different vehicles were never discussed. There were only two (2): the Black model and the Silver model. I told the Dealer I was interested in the Black model only.
LIE #4: There was nothing to "negotiate" on the Black model. I accepted the offered price verbally and in an e-mail. Hours later, when I walked into the Dealer's office to sign the purchase agreement, [redacted] told the sales clerk that the process would be quick because "we already had an agreement on price." Yet twenty minutes later, the Dealer began showing me different and substantially higher price options.
LIE #5: [redacted] did not exonerate the Dealer. [redacted] told me that the Dealer is on probation and will be carefully watched. [redacted] told me that if [redacted] receives another complaint about the Dealer, the Dealer will be kicked out of the [redacted] program. [redacted] also offered me a gift card as partial compensation for having to deal with such an unscrupulous business.
I also note that Frank Hynudai's manager responding to the Revdex.com, [redacted], has no personal knowledge of this incident as she was never personally involved. She is severely mistaken if not intentionally misrepresenting the facts.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. The business (Frank Hyundai) and I came to a resolution but not after my account was 8 days overdue. I consider this matter resolved since there is not much I can do at this point.
Regards,
[redacted]
Mrs. [redacted],
Again, thank you for allowing us to continue to work with you to try and resolve this issue. When you purchased your vehicle in 2008, you purchased an extended warranty for $1,050.00. You signed the contract that provided you with the LWA Wrap High Tech Coverage for 120 Months or 100,000 miles, whichever comes first. I understand that you are not satisfied with the coverage and we can begin the cancellation process. This requires that you do the necessary cancellation documentation.
I have reached out to the extended warranty company and they informed me that unfortunately the total refund is not possible due to the time restrictions.
As a courtesy we can backdate the paperwork and prorate it from the last time you made a claim. The last claim made was on July 29, 2015. During this claim the extended warranty covered repairs that cost $855.25.
The breakdown is as follows:
Claim # [redacted], Parts $434.17, Labor 432.0 and tax of $39.07
Total of $905.25 - $50 deductible = $855.25
As soon as you sign the cancellation paperwork I can start the request. I have attached all of your service records to this letter.
Best Regards,
[redacted]
Customer Relations Manager
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10767801, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The problem here is they have not, as of yet, admitted that their sales representative misrepresented the extended warranty. I was told it was a bumper to bumper warranty for 10 years or 100,000 miles. Had I not been told this I would have had all necessary repairs done prior to the 60,000 mile expiration of my original manufacturer's warranty. It is not the responsibility of the warranty company to cover for the deception of Frank Hyundai's own sales representative. The fact that they are now trying to partially reimburse me is laughable. Frank's current service manager told me to my face that he didn't doubt me, and that for that exact reason they are no longer allowed tio use the term bumper to bumper when sell service contracts.
Regards,
[redacted]
To Whom It May Concern:
At this time, Frank Hyundai is investigating further details of the consumer's complaint # [redacted] and will respond once further details are reviewed.
Thank you,
[redacted]
Best Regards,
line-height: 115%; font-family: Verdana, sans-serif;">[redacted]
Customer Relations Manager
[redacted]
Mrs. [redacted], I want to apologize for not being able to address your concerns sooner. After going to our filling clerk to obtain the information, I was able to get a copy of the warranty contract you initially signed in 2008. Unfortunately, the members you worked with in 2008 are no longer with our company. I have attached a copy of the original contract and a blank copy of a contract to provide you with the guidelines of the warranty you purchased. I completely understand your frustration but unfortunately the coverage you purchased is limited and stated in the documentation you signed. I will be investigating further with our service department on the claims made to the warranty company to assure that your coverage does not apply. Best Regards, [redacted]
I am the attorney for Frank Hyundai. Ms. [redacted], Frank Hyundai's CustomerRelations Manager, has referred to me Mr. [redacted]'s complaint·about the price quote issue that youforwarded to her. under cover of your letter (unfortunately undated on the copy provided to me)requesting Frank Hyundai's reply.
Thus far, I have seen the following listed correspondence:
1. Mr. [redacted]'s original complaint pertaining to his experience with Frank Hyundai.2. Your transmittal letter to Ms. [redacted] forwarding a copy of Mr. [redacted]'s complaint.3. Frank Hyundai's initial response to Mr. [redacted]'s complaint.4. Mr. [redacted]'s reply to Ms. [redacted]'s response.
I was on vacation during the time frame that the events pertaining to Mr. [redacted]'s claimoccurred, and I was not able to discuss Mr. [redacted]'s complaint or Ms. [redacted]'s initial responseuntil Friday, January 9th.Promptly after receiving copies of the above-described chain of correspondence, I madearrangements to meet with Ms. [redacted] at Frank Hyundai's dealership and review all of thedocumentation that she had available pertaining to Mr. [redacted]'s complaint. I have not yetcompleted.my analysis of that documentation, nor have I interviewed all of the three salespersons involved in the transaction (a task which I expect to accomplish within the next two orthree business days, because of the staggered work schedules of those individuals).At this juncture, however, I am prepared to address, briefly, the five purported "lies" thatMr. [redacted] attributes to Frank Hyundai personnel.
With regard to alleged "lie No. 1 ",Mr. [redacted]'s statements appears to be inconsistent on itsface. He acknowledges that the dealer told him that the two cars he discussed could be obtainedpromptly from another dealer, which certainly infers that the vehicle he was interested in was notin stock at the Frank Hyundai dealership.
Likewise, with regard to alleged "lie No. 2", in that paragraph Mr. [redacted] clearlyacknowledges that it told him that it was searching other dealerships for the type/s of the[redacted]mobile/s that he was looking form. Indeed, Mr. [redacted] went online while discussing the 2014[redacted]mobile with [redacted] Salesperson [redacted] on December 1Oth, and knew that the[redacted]mobile was located at an Orange County Dealership.
With regard to alleged "Lie No 3", there were in fact three different [redacted]mobilesdiscussed, two different shades of silver [redacted]mobiles, and a black [redacted]mobile.
With regard to alleged "Lie No.4", since I have not yet had an opportunity to interviewall three of the sales persons involved I cannot reply to that allegation at this time.
With regard to alleged "Lie No.5", I have reviewed an email exchange between FrankHyundai and [redacted], all communications occurring on December 23, 2014. At 2:12p.m. on thatdate, Ms. [redacted] emailed [redacted] at Revdex.com, and requested: "Can you give me any info onthe complaint made from [redacted]?"
Ms. [redacted] replied on 2:22p.m.,repeated the essence of Mr. [redacted]'s complaint, and thenstated: "[redacted], we closed this issue."
At 3:02 on that same date, Ms. [redacted] again emailed Ms. [redacted], and requested: "Doyou have any additional notes?"
Ms. [redacted] replied immediately, and wrote: "I didn't see any listed in my space. Theytried to call this person back twice and they did not answer or call us back."
When I interviewed Ms. [redacted] on January 13, 2015, she told me that Frank Hyundaihad not received any communication whatsoever from [redacted] indicating that Frank Hyundai ison any sort of probation.
As soon as I complete my interviews of the three salespersons involved in the transactionwith Mr. [redacted] I will forward you a detailed, substantive follow-up reply.
Frank Hyundai recognizes that it is in a competitive business, and that many otherHyundai dealerships offer the same product. Accordingly, Frank Hyundai strives to giveexcellent service to and engage in fair negotiations with its customers or potential customers, andFrank Hyundai is proud of its high rating as a Revdex.com member. Accordingly, Frank Hyundai takesvery seriously any customer complaints, and fully investigates all complaints and, whereappropriate, offers appropriate remedies to any customers who may be aggrieved by anythingthat happened in connection with their dealings with Frank Hyundai.
As soon as I complete my interviews of the three salespersons involved in Mr. [redacted]'stransaction I will follow this response with a detailed, substantive final response to Mr. [redacted]'scomplaint. In the interim, should you have any questions or comments regarding this matter,please don't hesitate to telephone me.
Yours very truly,
[redacted]
Attach you will find my response and the proper supportive documentation
[redacted]
#212121">
Customer Relations Manager
[redacted]
[redacted]
www.frankhyundai.com
On October 3, 2015, [redacted] [redacted] came to Frank Hyundai in National City California with the intention to purchase or lease a vehicle. After negotiating figures with the sales department on a 2015 Hyundai Sonata, Mr. [redacted] agreed upon the terms of $1000 dollars down payment that would go towards his drive off fees and $374.23 per month. He requested that he have a little time to pay his down payment and left a check to hold until that date. Due to miscommunication between Frank Hyundai and the third party company used to guarantee checks, Mr. [redacted]’s check was deposited before the agreed upon date.
Frank Hyundai is a company that is honest and moral so when errors are made we accept responsibility and take all necessary actions to rectify any mistakes made and correct them. As a part of that commitment, Frank Hyundai went beyond their standard policies and reimbursed Mr. [redacted]. However, before returning his money, proper documentation was requested to protect the dealership. We asked him to submit a bank statement to show the money was withdrawn from his bank account and deposited into ours. Unfortunately, this documentation usually takes approximately ten days to reflect. Because the check was deposited early he also incurred over draft fees totaling $27 dollars. These were also reimbursed. In addition we asked him to replace his down payment check with a new one when he picked up his repayment check.
When Mr. [redacted] came to the dealership to collect his check, our staff was apologetic regarding the mishap and allowed him to return at another time with his down payment money. Due to the confusion we did not want Mr. [redacted] to become more frustrated or feel harassed. He never replaced the check and neglected to pay his down payment. After time had passed we reached out to him regarding the situation and attempted to collect the debt.
Mr. [redacted] refused to pay stating that he was told by staff, “ to not worry about it.” When he was asked who he spoke to or was documentation stating he was not required to pay provided to him, he said no. Our company policy does not allow this to take place and no employee is authorized to make a decision of this magnitude.
Ultimately, Mr. [redacted] became hostile and threatened if he was made to pay he would file complaints to every agency trying to ruin the credibility of the dealership. We tried to do everything we could to fix this error on our part; however, the only thing that will please him is excusing him of his debt.
Best Regards, [redacted] Customer Relations Manager Frank Hyundai [redacted]
I contact HMF their dealer support team has given me some recent information. Mrs. [redacted]’s co-buyer C[redacted] has made a promissory note to catch up on their account. The preliminary information she was able to provide me verbally shows no discrepancies on the SS# or DOB .
I have requested in writing permission for them to release the notes on record of when the customer called in . I should get a phone call tomorrow with the outcome
We again apologize for misinforming Mr. [redacted] of his vehicle being ready at between 1 and 1:30 pm and his vehicle not being ready until almost 3:30 pm. We strive to deliver every customers’ vehicles back to them at or before the scheduled communicated time of completion, but unfortunately that is not always the case. I will guarantee that Mr. and Mrs. [redacted] vehicles are ready on time and that this issue never arises in the future. Mrs. [redacted] brought in her vehicle yestarday morning and I am giving her the 7500 mile service complimentary as to not use the store credit that has been issued. That is a $60.00 service and I will add another $50.00 in store credit and split that between their two vehicles. We value Mr. and Mrs. [redacted]’ business and we apologize for the inconveniences that we caused.
[redacted]
Service Manager
Frank Hyundai
Direct: [redacted]
To Whom It May Concern:
My name is *** *** and I am the customer relations manager at Frank Hyundai. I will contact Mr*** directly in regards to complaint #
***. I do see that this payment has been taken care of and I will provide Mr*** with a tracking number to verify that the payment has been sent and received by his lender. I will follow up to be sure that everything has been resolved
Thank you for bringing this matter to our attention
Very Respectfully,
*** ***
*** ***
Customer Relations Manager
Frank Hyundai
***
I represent a great organization and as part of our commitment to all our customersWe would like to come to a resolution that would satisfy Mr***We understand his frustration regarding the miscommunication, therefore, to assure Mr***’s satisfaction, we have made the decision to relieve him of his debt with our dealership.We value our customers and ask you to please feel free to continue to provide us with the opportunity to redeem Frank Hyundai in his eyesIf you have any further questions or would like to discuss this matter further, please feel free to contact me at *** We look forward to continue serving you as a valued customer.Best Regards, *** *** Customer Relations Manager Frank Hyundai ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I have read Ms***'s response to my complaint, and there are several items that are completely wrongLet me state first that Ms*** was not present once during any of these transactions.She was brought in to do damage control by *** who is the one who contacted me 1/months later to inform me about the collections issueFIRST: I never, at any time, stated that I "needed time" to come up with the $1,000
I got out of the dealership after my bank was closedI was going to get them a cashiers check for the $1,In good faith, I came the very next morning and brought them the other car key, proof of my address and a personal check (post dated until Oct 31st) and I had placed a post it on the check stating not to deposit the check as I would be bringing in a cashiers check that very week and I initialed itThe Salesperson AND the sales manager told me I had days to bring the $1,in- I did not ask for more timeThat is what they told meThen, on Monday Oct 5th they cashed the check throwing that checking account into the negativeWhen I called the dealership immediately and spoke to ***, and the sales manager, no one would admit to any wrongdoingThey did tell me they would refund the money right away, and that too was a nightmareIt took a full week to get it, and the General Manager of the dealership was just awfulI had to come to the dealership at 8:00pm on a Friday night, and was only given a check for the $1,000- the check for all the overdraft fees the had caused was sent to me via mail a week laterAs I was leaving the dealership, *** told me to bring in another check for the $1,and the sales manager, ***, I believe stopped her and said to me "NoNoMr***We will take care of thatDo not worryWe are very sorryBe well and enjoy your new car." Not once in 1/months did I receive a call, a letter, an email regarding the $1,Nothing until I received a call in late December telling me it was going to collections if I didn't pay itI told *** she needed to speak to the sales manager as he's the one who told me not to worry about the $1,Then the next time I heard from ***, she brought Ms*** into the callMs*** told me after I suggested they redo the lease, that they could not as I was already making monthly payments on the car and there was nothing they could do and when would I like to start payingI NEVER, at any time became hostileI did tell her I would go to the Revdex.com, ***, and the media about my horrible experienceI even called the Hyundai Headquarters and filed a complaint against the dealershipI never once told her I would not pay it I said I did not think it was fair that I had to pay it after I was told that I did not need toI never at any time told Ms *** that I didn't know who I talked toI even asked the sales manager as I was leaving that night I had to pick up my check if there was anything else I needed to do and he said noMs ***'s claim that they are moral and ethical are extremely incorrectThe only thing they did morally was return the money to me after they breached the lease first and deposited a check they were not supposed toIt's my right as a consumer and customer to stand up for myself and the wrongdoing of the dealershipIf Mz *** thinks that my statement that I would go to the media and the Revdex.com etcWas a threatIt wasn'tI was just stating a fact, and it's my right to do so when there is something shady being done by a supposedly "moral and ethical" dealership(Ms ***'s words, certainly not mine)She actually asked me not to file a grievance and all I told her was that if they refused to make the situation right, I was left with no other choice and I absolutely wouldI urge you to read many of the *** reviews on this dealership over the last few months and you will see they have pulled a lot of suspicious things on consumersI would also like to add that Ms *** informed me that because of this situation, the dealership is implementing new policies and procedures so that this situation won't happen again, so obviously something DID happen as I have stated and yet they still won't stand behind what their employees saidIt's all principle nowThey lied and they are trying to get away with it and bully meI won't stand for it.
I appreciate the Revdex.com working with me on this and I look forward to some sort of resolution with the dealershipThank you,
*** ***
To whom it may concern:
Roman">
On 12/8/Frank Hyundai received a sales lead thru ***
*** *** Program on behalf of Mr***.
The request was for a Hyundai Santa Fe, Limited which we did not
have in stock in the color preference The customer was verbally given *** pricing
on the model and was told that we would need to try and locate his color
preference Mr*** also requested the
help of our staff in locating a Hyundai Santa Fe, Limited After careful review of recorded phone
conversations, Mr*** spoke to four different sales associates, three
different vehicles were discussed and Mr*** had been in negotiation with at
least two other dealerships. On 12/13/2014,
Mr*** came into the dealership to negotiate a purchase on a model and
was not in agreement with the *** *** Pricing that was presented to
him. We explained the pricing options
available thru *** *** *** Program and could not come to an
agreement
Mr*** had filed a complaint with *** *** ***
Program and following an investigation, we as a dealer were found not at
fault. An offer was made to Mr*** that
any price quote given to him in writing by our dealership, would be honored Mr*** is welcome to contact our general
manager to clarify any future business dealings at ###-###-####,
Monday-Friday 9am-5pm
Very Respectfully,
*** ***
Customer Relations Manager
Frank Hyundai
Best
Regards,
*** ***
*** *** ***
Frank
Hyundai
***
First and foremost, on behalf of Frank Hyundai, I would like to personally apologize for the series of misunderstandings that led to the delay on your refundI certainly understand how our failure to respond to your request was frustratingThe miscommunication resulted from a poorly designed chain of command, which I have revisedI assure you we are taking the necessary steps to prevent it from happening in the futureI have made the necessary arrangement to ensure that Mr*** receives his check todayFrank Hyundai is a great company, and I want to stand by our valued customersI hope you will give us another chance to provide you with a great service experienceBest Regards, *** *** *** *** *** Frank Hyundai ***
*** ***, our Customer Relations Manager, called Mr*** regarding his recent service experience at Frank Hyundai. We apologized for the delay in completing his vehicle at the time we had discussed with him. We offered to bring a windshield wiper cover to his home and he stated that his wife is bringing her Hyundai Accent in on Thursday, June 9, so he requested that we give her the part that was missing from his vehicle. We also offered to give him $in store credit towards future services and he accepted that offer.
Thank you,
*** ***
Service Manager
Frank Hyundai
Direct: *** *** * ***
Cell: *** *** * ***
Tell us why here
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
I would also like to add the following issue to the original Complaint: I found a razor on the floor behind the drivers seat this morning which could have only come from the mechanic at Frank Hyundai as no one else drives my vehicle, nor does anyone ever sit behind the drivers seat, nor does anyone in my household use these razor blades. This was not here just prior to taking the vehicle in as I had just vacuumed it. I know for a fact the mechanic was in the backseat of the vehicle.
Thank you.
Regards,
[redacted]
To Whom It May Concern:
I have reviewed the service histroy for Mr. [redacted] and have contacted him directly. We have come to an agreement and will deal directly with the consumer. Thank you for bringing this matter to our atttention.
Very...
Respectfully, �...⇄
[redacted] Customer Relations Manager �...⇄ Frank Hyundai
I was able to find the deal, she purchased her vehicle back in March 2nd
font-family: arial, sans-serif;"> 2015. [redacted] is the primary buyer. I will get a copy of the contract today. I don’t see in our records that her information was reversed with her daughters here at our dealership. I will reach out to someone at HMF today, to see if they could provide me any information regarding the account. Unfortunately this is probably not going to happen since this is against privacy laws but I will contact our representative and let him know the situation. In this case it sounds like they did not make their payments and the vehicle was repossessed. The dealership is the intermediate between the finance company and the buyers. I will get back to you on this issue by the end of the day
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The Dealer's response is inaccurate and untruthful. The Dealer's failure to offer any compensation is unacceptable.
LIE #1: The Dealer never told me that it did not have a 2014 available. The Dealer told me that the two cars discussed could be obtained promptly from another dealer.
LIE #2: The Dealer never said it would "need to try and locate [my] color preference." I told the Dealer my color preference from the very beginning. I was then given two price quotes: one price for a Silver model the Dealer could acquire on my behalf; and one price for a Black model the Dealer could acquire on my behalf from another dealer.
LIE #3: Three different vehicles were never discussed. There were only two (2): the Black model and the Silver model. I told the Dealer I was interested in the Black model only.
LIE #4: There was nothing to "negotiate" on the Black model. I accepted the offered price verbally and in an e-mail. Hours later, when I walked into the Dealer's office to sign the purchase agreement, [redacted] told the sales clerk that the process would be quick because "we already had an agreement on price." Yet twenty minutes later, the Dealer began showing me different and substantially higher price options.
LIE #5: [redacted] did not exonerate the Dealer. [redacted] told me that the Dealer is on probation and will be carefully watched. [redacted] told me that if [redacted] receives another complaint about the Dealer, the Dealer will be kicked out of the [redacted] program. [redacted] also offered me a gift card as partial compensation for having to deal with such an unscrupulous business.
I also note that Frank Hynudai's manager responding to the Revdex.com, [redacted], has no personal knowledge of this incident as she was never personally involved. She is severely mistaken if not intentionally misrepresenting the facts.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. The business (Frank Hyundai) and I came to a resolution but not after my account was 8 days overdue. I consider this matter resolved since there is not much I can do at this point.
Regards,
[redacted]
Mrs. [redacted],
Again, thank you for allowing us to continue to work with you to try and resolve this issue. When you purchased your vehicle in 2008, you purchased an extended warranty for $1,050.00. You signed the contract that provided you with the LWA Wrap High Tech Coverage for 120 Months or 100,000 miles, whichever comes first. I understand that you are not satisfied with the coverage and we can begin the cancellation process. This requires that you do the necessary cancellation documentation.
I have reached out to the extended warranty company and they informed me that unfortunately the total refund is not possible due to the time restrictions.
As a courtesy we can backdate the paperwork and prorate it from the last time you made a claim. The last claim made was on July 29, 2015. During this claim the extended warranty covered repairs that cost $855.25.
The breakdown is as follows:
Claim # [redacted], Parts $434.17, Labor 432.0 and tax of $39.07
Total of $905.25 - $50 deductible = $855.25
As soon as you sign the cancellation paperwork I can start the request. I have attached all of your service records to this letter.
Best Regards,
[redacted]
Customer Relations Manager
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10767801, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The problem here is they have not, as of yet, admitted that their sales representative misrepresented the extended warranty. I was told it was a bumper to bumper warranty for 10 years or 100,000 miles. Had I not been told this I would have had all necessary repairs done prior to the 60,000 mile expiration of my original manufacturer's warranty. It is not the responsibility of the warranty company to cover for the deception of Frank Hyundai's own sales representative. The fact that they are now trying to partially reimburse me is laughable. Frank's current service manager told me to my face that he didn't doubt me, and that for that exact reason they are no longer allowed tio use the term bumper to bumper when sell service contracts.
Regards,
[redacted]
To Whom It May Concern:
At this time, Frank Hyundai is investigating further details of the consumer's complaint # [redacted] and will respond once further details are reviewed.
Thank you,
[redacted]
Best Regards,
line-height: 115%; font-family: Verdana, sans-serif;">[redacted]
Customer Relations Manager
[redacted]
Mrs. [redacted], I want to apologize for not being able to address your concerns sooner. After going to our filling clerk to obtain the information, I was able to get a copy of the warranty contract you initially signed in 2008. Unfortunately, the members you worked with in 2008 are no longer with our company. I have attached a copy of the original contract and a blank copy of a contract to provide you with the guidelines of the warranty you purchased. I completely understand your frustration but unfortunately the coverage you purchased is limited and stated in the documentation you signed. I will be investigating further with our service department on the claims made to the warranty company to assure that your coverage does not apply. Best Regards, [redacted]
I am the attorney for Frank Hyundai. Ms. [redacted], Frank Hyundai's CustomerRelations Manager, has referred to me Mr. [redacted]'s complaint·about the price quote issue that youforwarded to her. under cover of your letter (unfortunately undated on the copy provided to me)requesting Frank Hyundai's reply.
Thus far, I have seen the following listed correspondence:
1. Mr. [redacted]'s original complaint pertaining to his experience with Frank Hyundai.2. Your transmittal letter to Ms. [redacted] forwarding a copy of Mr. [redacted]'s complaint.3. Frank Hyundai's initial response to Mr. [redacted]'s complaint.4. Mr. [redacted]'s reply to Ms. [redacted]'s response.
I was on vacation during the time frame that the events pertaining to Mr. [redacted]'s claimoccurred, and I was not able to discuss Mr. [redacted]'s complaint or Ms. [redacted]'s initial responseuntil Friday, January 9th.Promptly after receiving copies of the above-described chain of correspondence, I madearrangements to meet with Ms. [redacted] at Frank Hyundai's dealership and review all of thedocumentation that she had available pertaining to Mr. [redacted]'s complaint. I have not yetcompleted.my analysis of that documentation, nor have I interviewed all of the three salespersons involved in the transaction (a task which I expect to accomplish within the next two orthree business days, because of the staggered work schedules of those individuals).At this juncture, however, I am prepared to address, briefly, the five purported "lies" thatMr. [redacted] attributes to Frank Hyundai personnel.
With regard to alleged "lie No. 1 ",Mr. [redacted]'s statements appears to be inconsistent on itsface. He acknowledges that the dealer told him that the two cars he discussed could be obtainedpromptly from another dealer, which certainly infers that the vehicle he was interested in was notin stock at the Frank Hyundai dealership.
Likewise, with regard to alleged "lie No. 2", in that paragraph Mr. [redacted] clearlyacknowledges that it told him that it was searching other dealerships for the type/s of the[redacted]mobile/s that he was looking form. Indeed, Mr. [redacted] went online while discussing the 2014[redacted]mobile with [redacted] Salesperson [redacted] on December 1Oth, and knew that the[redacted]mobile was located at an Orange County Dealership.
With regard to alleged "Lie No 3", there were in fact three different [redacted]mobilesdiscussed, two different shades of silver [redacted]mobiles, and a black [redacted]mobile.
With regard to alleged "Lie No.4", since I have not yet had an opportunity to interviewall three of the sales persons involved I cannot reply to that allegation at this time.
With regard to alleged "Lie No.5", I have reviewed an email exchange between FrankHyundai and [redacted], all communications occurring on December 23, 2014. At 2:12p.m. on thatdate, Ms. [redacted] emailed [redacted] at Revdex.com, and requested: "Can you give me any info onthe complaint made from [redacted]?"
Ms. [redacted] replied on 2:22p.m.,repeated the essence of Mr. [redacted]'s complaint, and thenstated: "[redacted], we closed this issue."
At 3:02 on that same date, Ms. [redacted] again emailed Ms. [redacted], and requested: "Doyou have any additional notes?"
Ms. [redacted] replied immediately, and wrote: "I didn't see any listed in my space. Theytried to call this person back twice and they did not answer or call us back."
When I interviewed Ms. [redacted] on January 13, 2015, she told me that Frank Hyundaihad not received any communication whatsoever from [redacted] indicating that Frank Hyundai ison any sort of probation.
As soon as I complete my interviews of the three salespersons involved in the transactionwith Mr. [redacted] I will forward you a detailed, substantive follow-up reply.
Frank Hyundai recognizes that it is in a competitive business, and that many otherHyundai dealerships offer the same product. Accordingly, Frank Hyundai strives to giveexcellent service to and engage in fair negotiations with its customers or potential customers, andFrank Hyundai is proud of its high rating as a Revdex.com member. Accordingly, Frank Hyundai takesvery seriously any customer complaints, and fully investigates all complaints and, whereappropriate, offers appropriate remedies to any customers who may be aggrieved by anythingthat happened in connection with their dealings with Frank Hyundai.
As soon as I complete my interviews of the three salespersons involved in Mr. [redacted]'stransaction I will follow this response with a detailed, substantive final response to Mr. [redacted]'scomplaint. In the interim, should you have any questions or comments regarding this matter,please don't hesitate to telephone me.
Yours very truly,
[redacted]
Attach you will find my response and the proper supportive documentation
[redacted]
#212121">
Customer Relations Manager
[redacted]
[redacted]
www.frankhyundai.com
On October 3, 2015, [redacted] [redacted] came to Frank Hyundai in National City California with the intention to purchase or lease a vehicle. After negotiating figures with the sales department on a 2015 Hyundai Sonata, Mr. [redacted] agreed upon the terms of $1000 dollars down payment that would go towards his drive off fees and $374.23 per month. He requested that he have a little time to pay his down payment and left a check to hold until that date. Due to miscommunication between Frank Hyundai and the third party company used to guarantee checks, Mr. [redacted]’s check was deposited before the agreed upon date.
Frank Hyundai is a company that is honest and moral so when errors are made we accept responsibility and take all necessary actions to rectify any mistakes made and correct them. As a part of that commitment, Frank Hyundai went beyond their standard policies and reimbursed Mr. [redacted]. However, before returning his money, proper documentation was requested to protect the dealership. We asked him to submit a bank statement to show the money was withdrawn from his bank account and deposited into ours. Unfortunately, this documentation usually takes approximately ten days to reflect. Because the check was deposited early he also incurred over draft fees totaling $27 dollars. These were also reimbursed. In addition we asked him to replace his down payment check with a new one when he picked up his repayment check.
When Mr. [redacted] came to the dealership to collect his check, our staff was apologetic regarding the mishap and allowed him to return at another time with his down payment money. Due to the confusion we did not want Mr. [redacted] to become more frustrated or feel harassed. He never replaced the check and neglected to pay his down payment. After time had passed we reached out to him regarding the situation and attempted to collect the debt.
Mr. [redacted] refused to pay stating that he was told by staff, “ to not worry about it.” When he was asked who he spoke to or was documentation stating he was not required to pay provided to him, he said no. Our company policy does not allow this to take place and no employee is authorized to make a decision of this magnitude.
Ultimately, Mr. [redacted] became hostile and threatened if he was made to pay he would file complaints to every agency trying to ruin the credibility of the dealership. We tried to do everything we could to fix this error on our part; however, the only thing that will please him is excusing him of his debt.
Best Regards, [redacted] Customer Relations Manager Frank Hyundai [redacted]
I contact HMF their dealer support team has given me some recent information. Mrs. [redacted]’s co-buyer C[redacted] has made a promissory note to catch up on their account. The preliminary information she was able to provide me verbally shows no discrepancies on the SS# or DOB .
I have requested in writing permission for them to release the notes on record of when the customer called in . I should get a phone call tomorrow with the outcome
We again apologize for misinforming Mr. [redacted] of his vehicle being ready at between 1 and 1:30 pm and his vehicle not being ready until almost 3:30 pm. We strive to deliver every customers’ vehicles back to them at or before the scheduled communicated time of completion, but unfortunately that is not always the case. I will guarantee that Mr. and Mrs. [redacted] vehicles are ready on time and that this issue never arises in the future. Mrs. [redacted] brought in her vehicle yestarday morning and I am giving her the 7500 mile service complimentary as to not use the store credit that has been issued. That is a $60.00 service and I will add another $50.00 in store credit and split that between their two vehicles. We value Mr. and Mrs. [redacted]’ business and we apologize for the inconveniences that we caused.
[redacted]
Service Manager
Frank Hyundai
Direct: [redacted]