Auffenberg Hyundai

The only question that I have if the customer wanted us to "hold" the car so his stepson could purchase it, why wouldn't he just sell his stepson the car himself? Why include the middle man? There was not a written agreement stating that we would hold the vehicle for a period of timeThe same day the customer traded in the vehicle, another customer came in to our store, made an offer, and purchased the vehicle The sales manager explained this to the customer and the customer was unhappyI understand the customer's frustrations, but we are a for profit business and had a customer who was ready, willing, and able to purchase the vehicle who also made an extremely valid offer I apologize for the mix upIn the future, we will try to be more clear that if we are to sell the travehicle to a specific person, that person should accompany the original customer so that we can sell the vehicle directly to him or her immediately after the first sale

The vehicle purchased is an Auffenberg Hyundai certified pre-owned vehicle The certified warranty that comes with the vehicle at no additional charge is an month/100,mile powertrain warranty from the original in service date There is a small deductible associated with this warranty The customer should have a copy of this contract in his/her records, but if not, we will gladly mail one to the customer This warranty is an Auffenberg Hyundai warranty and not a GM warranty If the customer would like to purchase a GM warranty, he/she will have to take the vehicle to a GM dealer because we are a Hyundai dealer and not a GM dealer Different programs offer different things, and our contract states what our warranty covers and provides We are sorry for the confusion and for the way the customer was treated

The customer brought the vehicle to our shop and the vehicle was not running We replaced both the engine and the starter free of charge to the customer The customer's current starter is a factory starter that was installed brand new and was free of charge The customer's previous starter was not a factory starter, was not brand new when installed, was not free of charge, and also was not installed by Auffenberg Hyundai.The customer received $of goodwill money already from Hyundai Motor America for her inconveniences Now the customer wants Auffenberg Hyundai to reimburse her for a starter that she bought from another shop before all of this happened?

Final Consumer Response / [redacted] (2000, 7, 2016/02/04) */ This situation was resolved very quickly and very professionally by the Service Manager at Auffenberg Hyundai. I believe he did a very thorough and fair investigation into the matter. I received a full reimbursement for the alignment. I am so... impressed with how this was handled. I will continue to do business with them because I believe this is business that is trying very hard to make improvements and be better.

Hello,Complaint #*** has been resolved Thank you,*** ***

Initial Business Response /* (1000, 11, 2015/05/22) */
The customer purchased a vehicle and wanted to finance the vehicle through a specific credit unionAt the time of purchase, the credit union was closed and we could not receive an approval from that credit unionWe did a poor job of
explaining this to the customerThe customer signed the documents and took delivery of the vehicle using a different lenderShe subsequently refinanced through her preferred credit unionIf the GAP refund has not been received by the customer, I will personally see that the refund process takes place ASAPThanks
Initial Consumer Rebuttal /* (2000, 13, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
First of all, while I am accepting the response, the issue still remains that although the Credit Union I was pre-approved with was allegedly closed, per the loan manager at the Credit Union, Auffenberg NEVER EVEN SUBMITTED MY APPLICATION and lied to me about itMy husband was distracted by another salesperson while I was told that "we were going with *** *** (***, the finance manager made is sound like that was my only option I being able to purchase this vehicle)
On May 22, I did receive my refund check from the unprofessional, rude sales manager at Auffenberg Hyundai
I am accepting this case is resolved and closed but will never give Auffenberg Hyundai or any Auffenberg dealership another minute of my time or money
Thank you

The customer requested a refund. We agreed to the refund and sent the customer a check for the amount originally paid. If a copy of the check is needed, I'll be happy to provide one.

The customer brought the vehicle to our shop and the vehicle was not running.  We replaced both the engine and the starter free of charge to the customer.  The customer's current starter is a factory starter that was installed brand new and was free of charge.    The...

customer's previous starter was not a factory starter, was not brand new when installed, was not free of charge, and also was not installed by Auffenberg Hyundai.The customer received $750 of goodwill money already from Hyundai Motor America for her inconveniences.  Now the customer wants Auffenberg Hyundai to reimburse her for a starter that she bought from another shop before all of this happened?

Final Consumer Response /* (2000, 7, 2016/02/04) */
This situation was resolved very quickly and very professionally by the Service Manager at Auffenberg Hyundai. I believe he did a very thorough and fair investigation into the matter. I received a full reimbursement for the alignment. I am so...

impressed with how this was handled. I will continue to do business with them because I believe this is business that is trying very hard to make improvements and be better.

The vehicle purchased is an Auffenberg Hyundai certified pre-owned vehicle.  The certified warranty that comes with the vehicle at no additional charge is an 84 month/100,000 mile powertrain warranty from the original in service date.  There is a small deductible associated with this...

warranty.  The customer should have a copy of this contract in his/her records, but if not, we will gladly mail one to the customer.  This warranty is an Auffenberg Hyundai warranty and not a GM warranty.  If the customer would like to purchase a GM warranty, he/she will have to take the vehicle to a GM dealer because we are a Hyundai dealer and not a GM dealer.  Different programs offer different things, and our contract states what our warranty covers and provides.  We are sorry for the confusion and for the way the customer was treated.

The only question that I have if the customer wanted us to "hold" the car so his stepson could purchase it, why wouldn't he just sell his stepson the car himself? Why include the middle man?
There was not a written agreement stating that we would hold the vehicle for a period of time. The same...

day the customer traded in the vehicle, another customer came in to our store, made an offer, and purchased the vehicle.
The sales manager explained this to the customer and the customer was unhappy. I understand the customer's frustrations, but we are a for profit business and had a customer who was ready, willing, and able to purchase the vehicle who also made an extremely valid offer.
I apologize for the mix up. In the future, we will try to be more clear that if we are to sell the trade-in vehicle to a specific person, that person should accompany the original customer so that we can sell the vehicle directly to him or her immediately after the first sale.