Buerkle Hyundai

First of all, let me apologize on behalf of the manufacturer In my years of experience, this is the first time I have ever experienced this specific issue This situation has derived from the lack of follow through on the manufacturer's staff involved It should not be a complete reflection of all of their employees We have made numerous attempts to resolve this issue and have not received what was promised At every point, we have communicated with you, what we were told per the manufacturer.Now the fault that we have is that we believed them, and did not follas promptly as we could have when the information was not received Since we are your point of contact, I will take responsibility in the lack of progress Approximately a week and a half ago, we applied for duplicate documentation from the Wisconsin Department of TransportationThey have provided a timeline of 2-weeks for us to receive what we need in order to then complete the process So, in other words we have moved on from obtaining the documentation from the manufacturer and are progressing through alternative methods in order to achieve goal We will continue to follow up with you once we receive the required documentation from the State of Wisconsin.Please advise if you have further questions or have any issues Thank you - Juston [redacted] Buerkle Hyundai

I am rejecting this response because:I am the only one driving this and never ran over or hit anything with the can since the repairFurther more it was inspected (glanced at) by one tech while car was on the ground said the plastic clips just fall off until I pointed out the if that where the case then the other one would have just fallen out to or the factory ones would have just fallen out in the first 90k miles, the he said I must have hit something with the carI explained that if I hit something there would be damage on the front or sides of the canThen he said I must have ran something over and then he went back and the "manager" came out of the same office about 5-min later the "manager" saying it was caused by running over a curb before ever looking at itThen he did say they would put the one the was ripped through of the bolts, tearing one of the spot the bolt hole is at almost off, back to the car but that is unacceptableThey are falsifying and misleading information in their response to you the Revdex.com & he calls them highly trained but one guessed times (being explained to be wrong)before deciding that was the guess he was sticking with and goes and tells the manager before he came out saying that guess was the right one to go with; sorry that doesn't seem highly trained to me so if you can look at their camera coverage you would see thatAnd then they informed the GM of their guess before I talked to himHe backed them saying that the shop doesn't remember the repair but he has to trust that the over years of combined experience in his shop did it right the first timeSo no I won't accept that response as even the most experienced person make mistakes at their jobs and only one person looked at the car to make a decision (guess after two other guesses) then his guess was passed on to the others as the way they are going to divert the reponibilityAfter him the rest had decided before even looking at the vehicle

Response received via e-mail to Revdex.com, 4-6-17: Good day,This email serves as a response to the complaint filed on 3/24/2017, ID ***. First, allow me to openly express our sincere apologies for the issue the customer is facing. Our staff here at Buerkle is one who prides ourselves
on customer service, problem solving, and a clear vision of what a successful business is founded upon. I will add that the Buerkle Body Shop has numerous occurrences of “good will” repairs for customers. I will attest that if there is a possibility that we did not repair something properly, we will normally make it right. This is the case, even if the evidence is unclear and there is a fair possibility. We understand that the future of our business is dependent on great customer experience, and we make this a priority every day. Next, the situation where a customer emphatically believes something to be true, can be difficult and near impossible to convince otherwise. This is true in this situation. The customer believes something to be true so much that they are unwilling to accept other possibilities. Reason is overshadowed by their empathetic belief.Furthermore, the damage in this situation was caused by the vehicle being driven up over an object protruding from the ground, such as a curb. This is based upon years of experience repairing such occurrences as well as thousands of insurance claims written by highly trained adjusters. Two of our highly trained staff examined the customer’s concerns in separate instances and both concurred The expertise in this regard is insurmountableAt the time we offered to reinstall the scuffed part at no cost, simply as a goodwill gestureThis offer was refused by the customer. If Buerkle Body Shop thought there was a slight possibility of our fault, we would have offered an alternative resolution at that time.In closing, Buerkle Body Shop is claiming no fault in the customer’s current concerns. The issues were caused by no fault of the Body Shop and it’s repair made in September I presume the customer will feel they are correct, even though the evidence does not support their claims. We cannot be held liable simply because someone believes something that is unfounded If the customer would like to repair the damage, we would be obliged to offer our services for a fee. This is our resolution in the matter.Juston ***Buerkle Hyundai*** *** ** *White Bear Lake, MN 55110###-###-####

I have spoken with the customer. A clear understanding of the customer's perspective has been achieved and I believe we have come to a point of satisfaction. Since we are a FAMILY owned business that has been here since 1953, customer satisfaction is one of our TOP priorities. Our
goal is to provide a simple, hassle-free experience whether purchasing, servicing, or utilizing our body shop. The customer in this situation has my contact information for any future questions

I am rejecting this response because:I am the only one driving this and never ran over or hit anything with the can since the repair. Further more it was inspected (glanced at) by one tech while car was on the ground  said the plastic clips just fall off until I pointed out the if that where the case then the other one would have just fallen out to or the factory ones would have just fallen out in the first 90k miles, the he said I must have hit something with the car. I explained that if I hit something there would be damage on the front or sides of the can. Then he said I must have ran something over and then he went back and the "manager" came out of the same office about 5-10 min later the "manager" saying it was caused by running over a curb before ever looking at it. Then he did say they would put the one the was ripped through 3 of the bolts, tearing one of the spot the bolt hole is at almost off, back to the car but that is unacceptable. They are falsifying and misleading information in their response to you the Revdex.com & he calls them highly trained but one guessed 3 times (being explained to be wrong)before deciding that was the guess he was sticking with and goes and tells the manager before he came out saying that guess was the right one to go with; sorry that doesn't seem highly trained to me so if you can look at their camera coverage you would see that. And then they informed the GM of their guess before I talked to him. He backed them saying that the shop doesn't remember the repair but he has to trust that the over 150 years of combined experience in his shop did it right the first time. So no I won't accept that response as even the most experienced person make mistakes at their jobs and only one person looked at the car to make a decision (guess after two other guesses) then his guess was passed on to the others as the way they are going to  divert the reponibility. After him the rest had decided before even looking at the vehicle.

First of all, let me apologize on behalf of the manufacturer.  In my 18 years of experience, this is the first time I have ever experienced this specific issue.  This situation has derived from the lack of follow through on the manufacturer's staff involved.  It should not be a...

complete reflection of all of their employees.  We have made numerous attempts to resolve this issue and have not received what was promised.  At every point, we have communicated with you, what we were told per the manufacturer.Now the fault that we have is that we believed them, and did not follow-up as promptly as we could have when the information was not received.  Since we are your point of contact, I will take responsibility in the lack of progress.  Approximately a week and a half ago, we applied for duplicate documentation from the Wisconsin Department of Transportation. They have provided a timeline of 2-3 weeks for us to receive what we need in order to then complete the process.  So, in other words we have moved on from obtaining the documentation from the manufacturer and are progressing through alternative methods in order to achieve goal.  We will continue to follow up with you once we receive the required documentation from the State of Wisconsin.Please advise if you have further questions or have any issues.  Thank you - Juston [redacted]Buerkle Hyundai