Capital Hyundai Subaru of Greensboro

Contact Name and Title: Lex D [redacted] General Manager Contact Phone: [redacted] Contact Email: [redacted] I am very sorry for the inconvenience and the lack of returned phone callsThis does not speak to the level of professionalism we deliver and the process has been coached onSince the buyout of [redacted] Hyundai those particular warranty, maintenance and GAP cancellations are handled by [redacted] ***'s "sister" store rather than by the warranty administrator as normalThe new employee was unaware of this process regarding [redacted] and had turned in the GAP cancellation under the processI have since scanned and emailed the cancellation to the "sister" store of [redacted] in Raleigh and are waiting for the processing and refund to be mailed to the customers bankIn the meantime I will update the customer once I have an update

Final Consumer Response /* (2000, 9, 2016/03/14) */
From: *** (mailto:***@yahoo.com)
Sent: Sunday, March 13, 9:PM
To: ***
Subject: Re: Revdex.com Complaint: Capital Hyundai Subaru of Greensboro
***,
I have some additional updates regarding my case
I spoke
with Agent Saunders of the NC License and Theft Bureau on 03/11/Agent Saunders told me that the general manager of Capital Hyundai Subaru had presented evidence that there was a paperwork issue with my car; there was a discrepancy with the MCO (Manufacturer's Certificate of Origin) that had caused complications with my title applicationAgent Saunders said that the general manager of Capital Hyundai Subaru stated that the MCO issue had been resolved and that my title application paperwork would be sent promptly to VirginiaI thanked Agent Saunders for his help with this matter and told him that I would visit the DMV to verify that my paperwork had indeed been processed
I went to the Virginia Department of Motor Vehicles in Christiansburg, VA on 03/12/I was told at the DMV that my title application had been processed on 03/11/I was able to purchase a copy of my registration for $and was told that my permanent Virginia license plates will be mailed to me(I had paid the dealership a fee in the amount of $to handle title, registration, and tags at the time of purchase; the tags had been ordered along with the other paperwork submitted.) I asked the employee at the DMV what I should do if I am pulled over before my permanent tags arrive - my temporary tag was lost weeks ago and the paperwork that came with it has expired - and was told to present my copy of the registration and say that my permanent plates are in the mailI am still very nervous about driving around without temporary or permanent plates in place, but I hope that I will have everything in order soon
With all that in mind, it seems that my issue is on its way to being resolvedI hope that Capital Hyundai Subaru will develop a better system of handling customer concerns so that other consumers will not feel like they are unimportant after the sale has been completedI felt like no one really listened to or cared about my problem until it got escalated to the level of the general manager from an outside source such as the NC License and Theft BureauI would have greatly appreciated honest communication and transparency regarding the MCO issue which was, according to the general manager at Capital Hyundai Subaru, the cause of my title application taking so long to get processed
***

Unfortunately for the customer there are several things in this equation that Capital Hyundai Subaru does not have control overWe did not accept any liabilities or contracts when we bought *** *** in FebruaryI certainly understand the customers frustration but, again, the cancellation must be done through *** *** *** group in RaleighI will be happy to meet with the customer to explain the process and you will then clearly see that we at Capital have done everything we can to expedite the processing of this cancellationPlease call my cell phone number *** and we can set up a time to meet in person so that we can continue to try to resolve the issueCapital does not owe this money, we do not sell the service contracts that were bought by the customer and it is solely on *** ***/*** *** to cancel and reimburse the consumer by way of check or back to the customers lienholder if their is still money owed on the vehicleThank you, Lex D*** General Manager

This was a simple oversight, and the appropriate manager was not contactedThe gift card has been redeemed as of today, 1/4/Our apologiesAshley M***

(The consumer indicated he/she DID NOT accept the response from the business.)
I do appreciate your apology and quick attention to this matterI do not feel that I can accept this as a satisfactory response until I have recieved the funds in full, which now total over $because of the addition of my cancellation of the extended warrantyI am confused as to how the money will be sent to my bank, when I have not given you any of my bank informationI am still waiting to speak with you in person about everything that has transpiredI would like to say that Anthony at Capital has done a phenomenal job keeping me informed and working with me to resolve this issueThank You for your time and prompt attention to this matter

Initial Business Response /* (1000, 11, 2016/10/07) */
The customer stated that the vehicle ignition would not engage. We replaced the ignition cylinder as the first step of resolution. The next day while trying to start the vehicle it was inoperable. The next step, based on Hyundais...

recommendation, was to replace the wiring harness that goes to the new cylinder. We did this service and gave the car 150+ tests over the next few days. We kept the car for a few days as a precaution because it seemed as though hot weather caused some of the issue.
A few things to note:
-Sept 7th was the first day I got involved as the General Manager of Capital Hyundai because before this point we could not duplicate the issue.
-This complaint was filed the day after we had the car and were still working through diagnosis.
-I made sure the customer was provided transportation while we had the customers car for repair
-We communicated twice a day for the week that the car was in by either text through me or phone call
-The car, when ready, was delivered to the customers home because we recognized the inconvenience that they had suffered.
-The car was returned to the customer on Sept 16 and there have been no issues or communications since.
We were as frustrated at this issue as the consumer but we must follow the manufacturers guidelines in diagnosis and steps to repair. Once again, this complaint was filed a day after the car was given to us. I do believe that if the customer had waited 24 more hrs this complaint would not have been filed. We were very thorough in our communication from the moment we got the car and she verbaly told me she was very pleased with the outcome and feels assured her son will be safe in the car moving forward.

Contact Name and Title: Lex D[redacted] General Manager
Contact Phone: [redacted]
Contact Email: [redacted]
I am very sorry for the inconvenience and the lack of returned phone calls. This does not speak to the normal level of professionalism we deliver and the process has been...

coached on. Since the buyout of [redacted] Hyundai those particular warranty, maintenance and GAP cancellations are handled by [redacted]'s "sister" store rather than by the warranty administrator as normal. The new employee was unaware of this process regarding [redacted] and had turned in the GAP cancellation under the normal process. I have since scanned and emailed the cancellation to the "sister" store of [redacted] in Raleigh and are waiting for the processing and refund to be mailed to the customers bank. In the meantime I will update the customer once I have an update.