Appliance Service Connection

We contacted the customer as requested and reached a mutually agreeable resolution to the situation.

Doug B[redacted], our GM, spoke to Ali M[redacted], the Sales Consultant, and Mike M[redacted], the Sales Manager, about the sales process with [redacted]. They assured him that all the rebates were discussed prior to completion of the sale. Ms. [redacted] had been interacting with Ms. M[redacted] on multiple occasions...

over an extended period. All three applicable rebates were itemized as deductive items to the transaction (Retail Bonus Cash - $2,000; Sales Bonus Cash - $500; HMFC Bonus Cash - $750) on the Retail Buyer’s Order (attached) which Ms. [redacted] signed.  She researched a couple different makes and compared pricing between a number of stores. There are a number of rebates available to consumers and many options to consider. The rebate in question is Hyundai Motor Finance $750 rebate. This rebate is available as long as you finance with Hyundai at their published rate. Prior to completing the deal , [redacted] felt the rate was higher than she could obtain from another lender. Her options at that point were to pass on the deal or complete the purchase. [redacted] elected to complete the purchase and drive the car home. The next day she came back to the Dealership with her Dad and we had a conversation about the transaction. The rate seems to be the objection. Mr. B[redacted] pointed out that she has the option to re-finance the loan with a lender of her choice and still keep the $750 rebate. If we were to process the new loan at the dealership she would not be eligible for the $750 rebate. Her Dad indicated he could get a lower rate through his bank. We suggested that they do that understanding that may not be as convenient, but it would solve the issue. Ms. [redacted] clearly did her homework regarding her vehicle purchase and negotiated a good deal for herself. If we were to refinance this deal at the same net amount financed through another lender or issue her a refund of $750 as she requested, we would be losing money on the transaction. If she elected to finance the deal with another lender at 3.8% with an amount financed $750 higher, her payments over the term selected would actually be ~ $2 per month higher than her payment with [redacted] at 4.99% not the $30 differential she suggested in her complaint. This is a business about relationships and it is not our intent to have unhappy customers. On the other hand, we are not in business to sell vehicles at a loss. If Ms. [redacted] wants the $750 rebate AND a lower rate, her only option is to refinance the vehicle through her own lender as Mr. B[redacted] suggested. As is, she negotiated a good deal and we take exception to her claim that she was taken advantage of.

Upon receiving this notification, we contacted the customer and apologized for our lack of follow through and overnighted the refund to her per her instructions.

We contacted Mr. [redacted] and mailed him his refund as requested and apologize for not being clearer about the process of obtaining a vehicle not immediately available. Locating one from another dealer was not an option since he made it clear he did not want any miles on the vehicle prior...

to his purchase. Ordering a specific model from the manufacturer is subject to availability and does take 8-12 weeks.

Upon receipt of the complaint, our GM contacted the customer and resolved the matter.

Mr. [redacted] did purchase a used 2014 Mercedes on 9/25/16.  The dealership received the vehicle from a trade-in on a new purchase.  We paid the vehicle off on 9/13/16 to Mercedes Benz Financial.We did not receive the title and lien release back from Mercedes Benz Financial in a timely...

manner.  When we received the title from Mercedes Benz Financial on the 8th of November 2016 we put it in our name immediately.  The next day we received the title back from the Courthouse.  At that time we also transferred the plates from the customer’s 2010 Nissan Altima to his 2014 Mercedes.   I am not sure when we knew he received a ticket, however we are overnighting his sticker, memo title, and a check for the ticket he received. Please let us know if this meets his satisfaction. Thanks [redacted]

The customer’s complaint has been resolved and he will be receiving his settlement as requested. We understand his frustration with the process and apologize for the inconvenience. On the other hand, his assertion that our Service Manager’s actions “took advantage of his son” and were “fraudulent”...

and that our business practices are “sleazy” is completely off point and illogical. We take strong exception to his characterizations. While we will evaluate the situation and try to ensure that our people deliver a consistent message when communicating a problem and concern, it is in our and our customer’s best interest to have something covered through the factory warranty program. That said, we are required to follow strict guidelines regarding items covered under warranty or risk future chargeback by the manufacturer. Our refusal to cover a valid warranty concern has no benefit to us either from a financial standpoint or a relationship standpoint with the customer.

We contacted [redacted] and apologized for the fire drill this has become and are overnighting her reimbursement.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have...

reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We contacted the customer and reached a resolution to the complaint and apologize for any inconvenience this has caused.
Revdex.com[redacted]Superior Hyundai North
[redacted]
[redacted]  **  [redacted]
 
 
Dear [redacted]
This message is regarding complaint...

ID [redacted] submitted to Revdex.com about your business on 11/10/2015 by [redacted] .  
We received the information listed below from your customer.  This complaint has been closed as resolved.  If you have any questions, we are happy to assist you. 
MESSAGE:Spoke with customer and he verified the complaint has been resolved to his satisfaction.

Our GM contacted the Customer and resolved the matter to the satisfaction of both parties.

Review: I have tried to have a range delivered on multiple times. The first time no cono action was made for the the delivery date. We had plans and would be out of town on that date. Called to reschedule for the [redacted] of Feb, the customer service rep for YF Logistics confirmed a new date of Feb [redacted]. Again the company did not deliver our order because according to the company it was not scheduled. I again arranged to have it delivered on the [redacted] of Feb but they set it up for the [redacted]. My wife adjusted her schedule to be home and waited 6 hours for them to call or show up. Finally at 2230 they called to say they would not be able to deliver that night. Arranged to to have the delivery changed to the [redacted] (today) yet not call and again no show. Over 15 hours have been wasted on this delivery and we still do not have our order.Desired Settlement: To have at least $500 taken off the order for the lost wages and stress that this has caused.

Review: Refrigerator was delivered damaged. Phone number we have ###-###-####.Desired Settlement: Would like them to come and pick up damaged refrigerator and give us a refund.

Review: Where do I start..

We just started a food truck in California and were looking for a compact fridge that was NSF approved. Sadly we came across Appliance Connection. We ordered model number ff6l-7. We waited a month to get the fridge. When we inspected the fridge, we were surprised the NSF sticker was not on the fridge indicating that it would pass our county inspection. We notified Appliance Connection and they told us to contact the manufacturer, Summit, to get one. After much aggravation, they sent us the "sticker" and we falsely assumed all was well. The fridge was then installed in our truck (very snug I might add), and at a price for installation of course. When it came time for inspection everything passed but the fridge. We were so perplexed, and immediately began to try to get to the bottom of it. The problem it seemed was that we did not get a ff6l-7 but instead just a ff6l, which could have been purchased at our local Home Depot. That began the nightmare of having to come to come sort of a resolution with these people. Still, not quite understanding the model number situation, we ordered ANOTHER ff6l-7 from a different company and ended up with the same fridge!! So, obviously we felt the problem was false advertising of a so called "commercial NSF listed" fridge. We have had to pay to have the first fridge uninstalled, and had to buy another, third, fridge. This time it was NSF listed. Since I couldn't get anywhere with Appliance Connection, I contacted Summit to try to understand what was going on. They are a whole other story, but they ended up saying we could ship the two ff6ls to them and then they in turn would reimburse both companies so that they could reimburse us. One of the companies reimbursed every penny back to our card, but not Appliance Connection. They deducted the "shipping", which they said, they WOULD NOT DO". Specifically [redacted] and [redacted]. Every phone call and conversation with these people was just awful...on hold for long periods, yelled at, cut off, lied to several times, and given a complete run around. They owe me $130. I am out a lot of money due to them as I had to pay for the second fridge to be installed and it really delayed the start date of our food truck as summer is almost over.Desired Settlement: I would like the balance of what is owed to me, and that I will never have to deal with this company again.

Consumer

Response:

At this time, I have not been contacted by Appliance Service Connection regarding complaint ID [redacted].

Sincerely,

Review: I bought a gas wall oven from [redacted].

The delivery person was in a hurry and dropped the merchandise off, had me sign a paper and left.

The box was in fine shape.

However, when we opened the package, there was considerable damage.

We contacted [redacted], however thy said we would have to pay to have the item shipped back, which is 75% of the original cost.

We feel this is entirely unfair, as we did not damage the product.Desired Settlement: We just want to return the product and get our monies back without having to pay for shipping.