Affordable Limo

On 6/1/16 at 700am I dropped off my 2008 Santa Fe to have the Check Engine Light checked. Service Adviser was [redacted]. I was told that since I did not have an appointment, it would be 930am before they could look at it, and around 1100am before he had an answer. No issues here. I needed a Shuttle home, and was told at 705am it would be 15-20 min. Shuttle did not arrive until 750am. Big issue here. At 920am [redacted] called me to let me know what the issue was, the cost, and time it would be completed (100-130pm). I He also stated there were a few other things the Mechanic found. I authorized him to have all work completed. He also said with the additional work, my vehicle would still be done by 100-130pm. No issue here. Went to the Dealer at 200pm, and vehicle was not done. Big issue here. [redacted] stated the Mechanic was just getting ready for a test drive and wash it, should be a few minutes. This is 30 minutes beyond the 130pm deadline now. Went to cashier to make payment as my wife had to get to work. At 230pm, vehicle was still not done. 245pm still not done. Requested to speak to the Service Manager to inquire why my vehicle was not done at the promised 100-130pm? He went in back to find out, came back and gave me a bunch of "yada, yada, yada……" 300pm vehicle still not done. Service manager told me 15 minutes more, they were just completing the Steering Flush. Big issue here as [redacted] told me at 200pm that the Mechanic was just finishing with a few bolts and test drive and wash. Now they're just now wrapping up the Flush. Big issue here. In addition at 300pm the Service manager offered to give me a rental car. WTF?! If my vehicle is going to be done in 15 min. why would I need a rental car?! He just stood there like a bump on a log. 315pm - vehicle still not done. Bigger issue. 321pm - vehicle finally done. Almost 2 1/2 hours after the promised time (100pm). They started this work at approximately 930am (6 hours total). Mechanic forgot to put the wiper cover.Desired Outcome: A very fair refund on my total bill. Also, I demand this Complaint go directly to Mr. [redacted] (President of Dealership) vice just to the Dealer Service Manager as I don't want this swept under the carpet like last time in 12/15 when we had another issue with this Dealers Service Manager/Department and Dealer GM. I also want reimbursement for my time and mileage having to make a trip back to the Dealer to retrieve the cover off of my wiper blade assembly. I also want a phone call from Mr. [redacted], and not the Dealer GM as the last issue we had was not resolved very well by him. Thank you.

Attach you will find my response and the proper supportive documentation
 
[redacted]
Customer Relations Manager
[redacted]
www.frankhyundai.comOn October 3, 2015, [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]

Regular cost of replacing the seat track on MZ [redacted]’s car is about 1800 plus tax. At this point, for customer satisfaction we would be willing to do the work for $1300 plus tax.   We don’t  remove car seats during a vehicle service. However  out of customer satisfaction we would be willing to further discount the repairs to her vehicle and repair her seat track for $1100 plus tax.   Thank you   [redacted] General Manager Frank Hyundai [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]

I was able to find the deal, she purchased her vehicle back in March 2nd  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

Best Regards,
[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]

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.[I did have a conversation with Ms. [redacted], however the reason why I'm rejecting this response is that Frank Hyundai has been all wrapped around the windshield wiper cap, and NOT the real/major reason for the Complaint (taking 6 hours to make the repairs when I was told numerous times it would be completed between 100-130pm). The missing windshield cap was a separate issue that I found "after" my original Complaint. I think $100.00 credit is NOT even close to an acceptable reimbursement as I lost a complete day of Pay due to the delay in getting my vehicle back. Seeing as this is the second major Service Department issue I've had in the last 5 months with this Dealer, I think they can do a bit better on resolving this matter. Thank you.]Regards,[redacted]

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.
Regards,
[redacted]
I have read Ms. [redacted]'s response to my complaint, and there are several items that are completely wrong. Let me state first that Ms. [redacted] was not present once during any of these transactions.She was brought in to do damage control by [redacted] who is the one who contacted me 3 1/2 months later to inform me about the collections issue.FIRST: 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 closed. I was going to get them a cashiers check for the $1,000.. 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 it.The Salesperson AND the sales manager told me I had 30 days to bring the $1,000 in- I did not ask for more time. That is what they told me.Then, on Monday Oct 5th they cashed the check throwing that checking account into the negative. When I called the dealership immediately and spoke to [redacted], and the sales manager, no one would admit to any wrongdoing. They did tell me they would refund the money right away, and that too was a nightmare. It took a full week to get it, and the General Manager of the dealership was just awful.I 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 later. As I was leaving the dealership, [redacted] told me to bring in another check for the $1,000 and the sales manager, [redacted], I believe stopped her and said to me "No.. No... Mr. [redacted].. We will take care of that. Do not worry. We are very sorry. Be well and enjoy your new car." Not once in 3 1/2 months did I receive a call, a letter, an email regarding the $1,000. Nothing until I received a call in late December telling me it was going to collections if I didn't pay it. I told [redacted] she needed to speak to the sales manager as he's the one who told me not to worry about the $1,000... Then the next time I heard from [redacted], she brought Ms. [redacted] into the call. Ms. [redacted] 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 paying. I NEVER, at any time became hostile. I did tell her I would go to the Revdex.com, [redacted], and the media about my horrible experience. I even called the Hyundai Headquarters and filed a complaint against the dealership. I 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 to. I never at any time told Ms [redacted] that I didn't know who I talked to. I 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 no. Ms [redacted]'s claim that they are moral and ethical are extremely incorrect. The 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 to. It's my right as a consumer and customer to stand up for myself and the wrongdoing of the dealership. If Mz [redacted] thinks that my statement that I would go to the media and the Revdex.com etc... Was a threat. It wasn't. I 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 [redacted]'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 would. I urge you to read many of the [redacted] reviews on this dealership over the last few months and you will see they have pulled a lot of suspicious things on consumers. I would also like to add that Ms [redacted] 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 said. It's all principle now. They lied and they are trying to get away with it and bully me. I 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 dealership.Thank you,[redacted]

[redacted]
Customer Relations Manager
Frank Hyundai
[redacted]I represent a great organization and as part of our commitment to all our customers. We would like to come to a resolution that would satisfy Mr. [redacted]. We understand his frustration regarding the miscommunication, therefore, to assure Mr. [redacted]’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 eyes. If you have any further questions or would like to discuss this matter further, please feel free to contact me at [redacted] We look forward to continue serving you as a valued customer.Best Regards, [redacted] Customer Relations Manager Frank Hyundai [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]