Bullet Trucking & Disposal

Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @westedhyundai.com Ultimately, Mr [redacted] is stretching facts to say that we "ghost sold" him a vehicleHe knew we were using a stock unit of a color choice other than what he wanted to build a price and he was told we would try to get him a vehicle from Hyundai's reserve if we could or we would order him oneWe have tried multiple times to get a hold of Mr [redacted] by phone to resolve this but he is unwillingThe following is a response made to [redacted] where we have clearly told him we would give him his deposit back: West Edmonton Hyundai said on 10/09/XXXX XX:XX PM "Hi [redacted] , I have tried calling you to reach a resolution to this matterWe want every customer to have a great experience here at West Edmonton HyundaiMy understanding is that you were shopping around all the different Hyundai stores in Alberta to get the best price you possibly could, and good on youWe are happy to oblige and glad that we won the businessThe VIN that you are speaking of is a vehicle that is here with the options that you wanted, in a different Colour than you desireThis was relayed to you at the time of sale and you were aware of us needing to locate or order you a carWhen it was determined the car could not be snapped up from manufacturer reserve we promptly ordered you your carIts unfortunate you were upset over the wait and we can appreciate the frustrationWe are happy to refund your deposit as we don't want an unhappy customer driving our carThere was no "scam" or attempt to mislead here but please contact the General Sales Manager - Brian [redacted] at the store XXX-XXX-XXXX if you would like to relay concerns furtherI know he would be happy to speak to you." [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, this is a LieSecond, de-facto you sold a Ghost vehicle, you cannot provide any vehicles identification, which you did, if you not intend to sale it [redacted] Would you mind "make me happy" and simply refund what you charged [redacted] I will NOT deal with you and I do NO need anything from youThis is a simple call for the business [redacted] Final Consumer Response / [redacted] (2000, 13, 2015/10/20) */ [redacted] S 12:PM (hours ago) to edmonton.nfg Hi [redacted] , Thanks for your assistance, the credit card just advised me the dealer refunded full amount of money, so you can close this case Thank you very much for your assictance in my case Regards [redacted]

I am very sorry that you feel that we are not helping you out We are currently waiting for Hyundai Canada to get back to us We do need to provide Hyundai Canada with maintenance records to ensure that the oil has been changed regularly so if you are able to send us those records it will expedite things I know that you have sent in records currently but we should be seeing around 18-oil changes at the interval of kms We also noted that your vehicle has had some recent work done to the timing chain and we found the exhaust camshaft is out off mark by degrees This process does take some time as we are going back and forth with Hyundai Canada, that is why we tell all of our customers to ensure they keep all of their records, as this does expedite this process With someone else working on the vehicle prior to our work, we are not sure if that will have any bearing on Hyundai's decision We will advise you as soon as we know any information This is the very first time you have come to WEH, was there another dealership maintaining this vehicle as I could call them and possibly get more oil change records for you?

We are sorry that you are unhappy with our response We are following Hyundai Policy and procedures as we are required to do We are waiting for their decision and will update you at that time

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11707783, and find that this resolution is satisfactory to me Sincerely, [redacted]

Dear Mr [redacted] As per our phone conversation this afternoon, please find attached pictures of [redacted] factory recommended maintenance schedule as requested earlierSpecifically, the 24000km interval was taken as an example at my meeting with the business where I was explained that I have to pay for inspections in order to continue with the free oil change program.Sorry for not being able to respond within the given days timeframe as I had limited email access during that period and didn't check emails for several days I appreciate your understanding and willingness to provide me with further assistance.Thank you and have a good day.Sincerely [redacted]

Initial Business Response /* (1000, 5, 2016/03/15) */
Contact Name and Title: ***r
Contact Phone: ***
Contact Email: ***
Mrs*** came in to see me on March 9, 2016, their *** was promised for 4:and the vehicle did take a little
longer as it was a very large repairI apologized to the customers and offered to fill their gas tank, they said it was full and said noI offered to do complete wash on vehicle but time was an issue so I said that would not be feasibleI straight out asked both of the customers what can I do to compensate them for their time and they said nothingI do not know what I am supposed to do in that caseThey left and got home and I got a call from the customer advising me of an oil leak, I advised that it could be residual oil but to check the oil, she said they did and it was goodI asked if she wanted to come in right away and she advised no she would like to book for March 17/in which I accommodatedI advised customer to have checked prior to drivingI advised if she was not comfortable to drive the vehicle she could have it towed here and to call roadside assistance, I gave her the numberI advised that the vehicle could be left here over there week holiday but unfortunately just like any other public parking lot minor door dents and so forth cannot be controlled, as this would be left at their own riskWe want to ensure that we value all of our customers and things like this seldom occur but we have to make customers aware, and maybe they misunderstoodWe have looked at the vehicle and my foreman advised the concern was not due to workmanship but due to a faulty gasket and we have called and advised customer and are repairing the vehicle under warrantyCustomer was given one of our loaner vehicles in the mean time at N/CAgain we want to help this customer and get their vehicle running properly

Initial Business Response /* (1000, 5, 2015/11/04) */
Contact Name and Title: BONNIE B***/SERVMGR
Contact Phone: ***
Contact Email: ***
I want to take the time to apologize to the customer for our repair taking so long to complete as well as our poor
customer service in returning calls and updating the customerI wish that I had the opportunity to talk with the customer prior to this as I would of been able to resolve this without going this routeWest Edmonton Hyundai takes responsibility for this repair taking so long and I have already sent a reimbursement to our accounting department to reimburse the customer fully for her rentalI again want to let the customer now that if she ever has any concerns or issues with the service department she can call me personally and I will always do my best for our customersOur customers are very important to us and we will always do what we can to helpI am sorry this has taken place, but I can assure you this situation will never occur againI hope that you will give us an opportunity to show you the excellent customer service that we can provide
Initial Consumer Rebuttal /* (2000, 7, 2015/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
I am rejecting this response because:there is no way I can service my vehicle 18-times when I bought the car at 84,km a year and a half agoThe service invoi I gave you was the ones I could find and not the only times I serviced my carYes, I took my car to a mechanic AFTER the engine failed and the car shut down with me on the highway as a result of the same reasons stated in the recallNo work was done on my car before, just continuous servicing and oil change*** *** *** *** ** *** ** *** * *** ** *** *** *** ***I gave you my bills of sale so you should know that I wouldn't have changed the oil 18-times as the bill of sale states that I bought the car with around 84,kmYou guys pulled my car (without my consent) and look at the oil and the bearings and sent it to Hyundai Canada since last week and obviously that was good because Jeff told me it wasSo now you guys want to Open the car again to look at more stuffIt's been over a month nowI don't think this make sense nor do I think this is fair to a customerIn my opinion you a relaying bias information to Hyundai Canada because you told them I did work on the car's timing chain but you didn't tell them that it was AFTER the engine failed on me and not before and I am sure that's what you told them base on the email Bonnie (the manager) read to me this morningI am being lied to and I am being treated disrespectfully and unfairWorst customer service I've ever experiencedHyundai is now trying to blame the mechanic shop that worked on the car AFTER the car engine failed.
Sincerely,
*** ***

Initial Business Response /* (1000, 8, 2016/02/11) */
Contact Name and Title: *** Business Manager
Contact Phone: ***
Contact Email: ***
All vehicles that are sold on the *** lot are given an AMVIC Inspection by one of our certified technicians, which allows us
to see if the vehicle is worthy of making it to the point of saleIf any such vehicle requires further mechanical attention that may hinder the safety or the driving experience of the customer, it is then repaired and correctedAll pre-owned vehicles sold at *** or West Edmonton Hyundai are required to have the inspections reviewed and signed off by the respective customer purchasing that vehicleContrary to our advice the customer went to a third party to address these issues instead of bringing the vehicle to usWe thought the customer was happy with our service and we are hoping to correct the situationWe never intended on making the customer unhappyWe did pay the customer half of what they spent in good faithWe are still very happy and willing to continue providing our client with the best treatment and want nothing more than to please the customerI urgently request that the client contact me directly so that we may rectify that situation and compensate them for the rest of the money spent and hopefully continue a healthy relationship with them

The consumer did sign a document which stated (Deposits are non- refundable) but in good faith we have chosen to give a full refund.Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11707783, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/14) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@westedhyundai.com
Ultimately,
Mr. [redacted] is stretching facts to say that we "ghost sold" him a vehicle. He knew we were using a stock unit of a color...

choice other than what he wanted to build a price and he was told we would try to get him a vehicle from Hyundai's reserve if we could or we would order him one. We have tried multiple times to get a hold of Mr. [redacted] by phone to resolve this but he is unwilling. The following is a response made to [redacted] where we have clearly told him we would give him his deposit back:
West Edmonton Hyundai said on 10/09/XXXX XX:XX PM
"Hi [redacted], I have tried calling you to reach a resolution to this matter. We want every customer to have a great experience here at West Edmonton Hyundai. My understanding is that you were shopping around all the different Hyundai stores in Alberta to get the best price you possibly could, and good on you. We are happy to oblige and glad that we won the business. The VIN that you are speaking of is a vehicle that is here with the options that you wanted, in a different Colour than you desire. This was relayed to you at the time of sale and you were aware of us needing to locate or order you a car. When it was determined the car could not be snapped up from manufacturer reserve we promptly ordered you your car. Its unfortunate you were upset over the wait and we can appreciate the frustration. We are happy to refund your deposit as we don't want an unhappy customer driving our car. There was no "scam" or attempt to mislead here but please contact the General Sales Manager - Brian [redacted] at the store XXX-XXX-XXXX if you would like to relay concerns further. I know he would be happy to speak to you."
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, this is a Lie. Second, de-facto you sold a Ghost vehicle, you cannot provide any vehicles identification, which you did, if you not intend to sale it. [redacted] Would you mind "make me happy" and simply refund what you charged [redacted].
I will NOT deal with you and I do NO need anything from you. This is a simple call for the business [redacted]
Final Consumer Response /* (2000, 13, 2015/10/20) */
[redacted] S
12:10 PM (2 hours ago)
to edmonton.nfg
Hi [redacted],

Thanks for your assistance, the credit card just advised me the dealer refunded full amount of money, so you can close this case.

Thank you very much for your assictance in my case.

Regards [redacted]

Thank you for drawing Mr. [redacted]'s complaint to our attention. We would like to point out that the "free oil change program" Mr. [redacted] is referring to in his complaint is part of the West Edmonton Hyundai [redacted]. We have been offering this agreement to our customers since...

2010. West Edmonton Hyundai staff make active efforts to ensure all clauses in the agreement are clearly explained to our customers, and that our customers are made aware of the fact that the free oil change is subject to the requirements in the customer's passport schedule (found in the owner's manual).We take all customer complaints very seriously at West Edmonton Hyundai and have taken the following steps to address Mr. [redacted]'s complaint: 1.     As noted in Mr. [redacted]'s complaint, we met with him personally on several occasions to address his concerns and provide valid explanations for our position: we cannot provide a free oil change without ensuring that the vehicle passes all the required service checks. This is to ensure the safety of our customers.2.     We have reached out to our legal counsel to review the [redacted] to ensure the agreement is drafted in clear language.3.     We will communicate with Mr. [redacted] directly to reach a mutually agreeable solution to his complaintOnce again, we thank you for drawing this to our attention. Tell us why here...

I am very sorry that you feel that we are not helping you out.  We are currently waiting for Hyundai Canada to get back to us.  We do need to provide Hyundai Canada with maintenance records to ensure that the oil has been changed regularly so if you are able to send us those records it...

will expedite things.  I know that you have sent in 3 records currently but we should be seeing around 18-20 oil changes at the interval of 6000 kms.  We also noted that your vehicle has had some recent work done to the timing chain and we found the exhaust camshaft is out off mark by 90 degrees.  This process does take some time as we are going back and forth with Hyundai Canada, that is why we tell all of our customers to ensure they keep all of their records, as this does expedite this process.  With someone else working on the vehicle prior to our work, we are not sure if that will have any bearing on Hyundai's decision.  We will advise you as soon as we know any information.  This is the very first time you have come to WEH, was there another dealership maintaining this vehicle as I could call them and possibly get more oil change records for you?

We are sorry that you are unhappy with our response.  We are following Hyundai Policy and procedures as we are required to do.  We are waiting for their decision and will update you at that time.

Dear Mr. [redacted]As per our phone conversation this afternoon, please find attached pictures of [redacted] factory recommended maintenance schedule as requested earlier. Specifically, the 24000km interval was taken as an example at my meeting with the business where I was explained that I have to pay for inspections in order to continue with the free oil change program.Sorry for not being able to respond within the given 2 days timeframe as I had limited email access during that period and didn't check emails for several days.  I appreciate your understanding  and willingness to provide me with further assistance.Thank you and have a good day.Sincerely[redacted]