Complaint: [redacted]
I am rejecting this response because:Much of the paperwork sent to me in this mail pre-dates their retraction of the original payment on 3/30, thus it is irrelevant to whether the loan is still outstanding. In addition, according to Hyundai Motor Finance, the account will not be closed for a month. Until it processes as closed, I am not positive that the transaction really is concluded.In addition, I definitely do not consider this a satisfactory outcome. I only agreed to unwind the deal because I thought that would end the constant headache created by Doug's (whether this was initially deliberate deception or was an internal miscommunication that was attempted to be covered through deception and unreasonable threats, and then an impressive array of additional errors, I do not know). I remain convinced that I would prevail should I decide to take this to a court of law. But my attempt to take a financial hit in order avoid further entanglements with the mess that Doug's created was unsuccessful. Instead, I have been stuck with yet more hours on the phone with Hyundai Motor Finance and talking to lawyers in addition to taking the financial hit.One of their managers threatened to ruin my credit and they have manufactured a situation in which they have the means to do so (i.e. pulling back payment from Hyundai Motor Finance and leaving me with the debt AND no car). As such, I certainly cannot consider this closed until I get confirmation from Hyundai Motor Finance that it really is closed, which they tell me will take another month. And, as described above, I do not think this is a fair outcome after all this. They reneged on a deal, they got me to agree to absorb the financial impact of allowing them to renege on a deal, and then they reneged again and left me with a mess. Hopefully in another few weeks I will get confirmation from HMF that it is indeed concluded.
Sincerely,
[redacted]
It is unfortunate that the customer was caught in the middle of this situation. We were not contacted at any point during the repair by Hyundai of Kirkland. It is an industry standard that extended warranty claims must be pre-authorized. If Hyundai of Kirkland had called UCC to...
check about coverage they would have been instructed as to how to get pre-approval. Unfortunately, this situation was created because the customer was given incorrect information by the service writer at Hyundai of Kirkland. We are unaware of any extended warranty policy that reimburses for claims that they have not had a chance to review for coverage prior to repairs. We have requested a copy of the repair from Hyundai of Kirkland but they will not supply us a copy since the customer paid, so at this point we are not able to tell if the repair would have been covered or not. Extended warranty claims are a daily occurrence in all service departments. Much like going to the dentist, it is the standard of operation for a service advisor to check for coverage before giving the client the final estimate for repairs. Often an independent inspection will be performed prior to authorization. Since all coverages are different, the first step is generally to call the extended warranty company and ask how the specific policy requires the shop to proceed, verify labor rates, verify rental coverage, etc. While we are sympathetic, there is nothing more we can do at this time. Young L** Doug’s Hyundai Manager
July 6 2017Revdex.comFile #[redacted]It is unfortunate that the customer was caught in the middle of this situation. We were not contacted atany point during the repair by Hyundai of Kirkland. It is an industry standard that extended warrantyclaims must be pre-authorized. If Hyundai of Kirkland had called UCC to check about coverage theywould have been instructed as to how to get pre-approval.Unfortunately, this situation was created because the customer was given incorrect information by theservice writer at Hyundai of Kirkland. I am surprised to hear that the customer was instructed to submitthe claim after the repairs were performed as the service writer that instructed her to do so, use to workhere at Doug's Mazda and knew how UCC approved claims. We are unaware of any extended warrantypolicy that reimburses for claims that they have not had a chance to review for coverage prior to repairs.We have requested a copy of the repair from Hyundai of Kirkland but they will not supply us a copy sincethe customer paid, so at this point we are not able to tell if the repair would have been covered or not.Extended warranty claims are a daily occurrence in all service departments. Much like going to thedentist, it is the standard of operation for a service advisor to check for coverage when the advisor isaware that the client has an extended warranty before giving the client the final estimate for repairs.Often an independent inspection will be performed prior to authorization. Since all coverages aredifferent, the first step is generally to call the extended warranty company and ask how the specificpolicy requires the shop to proceed, verify labor rates, verify rental coverage, etc. While we aresympathetic, there is nothing more we can do at this time.Young L**Doug's HyundaiBecky I[redacted]Young L** <[redacted]@dougs.com>Thursday, July 06, 2017 8:53AM'Zack G[redacted]'; 'Lisa R[redacted]@dougs.com; 'Becky I[redacted]'; [redacted]@dougs.comSubject: RE: 888 Complaint [redacted] -IMMEDIATE ATTENTION REQUESTEDFrom: Zack G[redacted] [mailto:[redacted]@SWDS.net]Sent: Wednesday, July 05, 2017 5:29PMTo: Lisa R[redacted]Cc: [redacted]@dougs.com; [redacted]@dougs.comSubject: Re: Revdex.com Complaint [redacted]- IMMEDIATE ATTENTION REQUESTEDNothing is in the system ... it looks like Kirkland Hyundai didn't even attempt to help. They simply just took her money,and told her to handle it, which clearly isn't how claims are adjudicated.I can call UCC tomorrow.Apparently, Luke is handing the Revdex.com- part?If so, perhaps he can get it from the customer?Best,425.766.7676[redacted]@SWDS.NETOn Jul5, 2017, at 5:25PM, Lisa R[redacted] <[redacted]@dougs.com> wrote:I'm not getting through to anyone at Kirkland Hyundai. Do you have a copy of what he submitted toUCC?Lisa R[redacted], Service DirectorDoug's Mazda Hyundai[redacted]@dougs.com425-774-3551 (Mazda Service)425-582-7806 (Hyundai Service)From: Zack G[redacted] (mailto:[email protected]]Sent: Wednesday, July 05, 2017 5:21PMTo: Lisa R[redacted] <lr[redacted]@dougs.com>Subject: Re: Revdex.com Complaint [redacted]- IMMEDIATE ATIENTION REQUESTEDIf you would please review the invoice fromKirkland Hyundai, and make sure we're looking at something that would be covered under the policy,AND the cost is appropriate- I would appreciate it.
Complaint: [redacted]
I am rejecting this response because of the following reasons:Why does Hyundai Lynnwood keep on breaming the Hyundai Kirkland?I already had a long communication with Hyundai Kirkland, and met them at the King county court so do not bring up the issues of another company.There is the constant issue of the company failing to provide the proper documentation.When the insurance policy is sold, the proper documentation must be provided.This is where the problem had began, I only received two pages of the contract declaration page.In these two pages, there is NO information about having to received a pre-approval. (see attached previous file)So my question is how are they are going to take the responsibility of failing to provide the full documentation, because this is where the whole problem began.In the beginning when I complained about this issue, Manager of Hyundai Lynnwood said the employee who had sold me the insurance had left.I do not believe that this is an appropriate response from a responsible company.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Much of the paperwork sent to me in this mail pre-dates their retraction of the original payment on 3/30, thus it is irrelevant to whether the loan is still outstanding. In addition, according to Hyundai Motor Finance, the account will not be closed for a month. Until it processes as closed, I am not positive that the transaction really is concluded.In addition, I definitely do not consider this a satisfactory outcome. I only agreed to unwind the deal because I thought that would end the constant headache created by Doug's (whether this was initially deliberate deception or was an internal miscommunication that was attempted to be covered through deception and unreasonable threats, and then an impressive array of additional errors, I do not know). I remain convinced that I would prevail should I decide to take this to a court of law. But my attempt to take a financial hit in order avoid further entanglements with the mess that Doug's created was unsuccessful. Instead, I have been stuck with yet more hours on the phone with Hyundai Motor Finance and talking to lawyers in addition to taking the financial hit.One of their managers threatened to ruin my credit and they have manufactured a situation in which they have the means to do so (i.e. pulling back payment from Hyundai Motor Finance and leaving me with the debt AND no car). As such, I certainly cannot consider this closed until I get confirmation from Hyundai Motor Finance that it really is closed, which they tell me will take another month. And, as described above, I do not think this is a fair outcome after all this. They reneged on a deal, they got me to agree to absorb the financial impact of allowing them to renege on a deal, and then they reneged again and left me with a mess. Hopefully in another few weeks I will get confirmation from HMF that it is indeed concluded.
Sincerely,
[redacted]
It is unfortunate that the customer was caught in the middle of this situation. We were not contacted at any point during the repair by Hyundai of Kirkland. It is an industry standard that extended warranty claims must be pre-authorized. If Hyundai of Kirkland had called UCC to...
check about coverage they would have been instructed as to how to get pre-approval. Unfortunately, this situation was created because the customer was given incorrect information by the service writer at Hyundai of Kirkland. We are unaware of any extended warranty policy that reimburses for claims that they have not had a chance to review for coverage prior to repairs. We have requested a copy of the repair from Hyundai of Kirkland but they will not supply us a copy since the customer paid, so at this point we are not able to tell if the repair would have been covered or not. Extended warranty claims are a daily occurrence in all service departments. Much like going to the dentist, it is the standard of operation for a service advisor to check for coverage before giving the client the final estimate for repairs. Often an independent inspection will be performed prior to authorization. Since all coverages are different, the first step is generally to call the extended warranty company and ask how the specific policy requires the shop to proceed, verify labor rates, verify rental coverage, etc. While we are sympathetic, there is nothing more we can do at this time. Young L** Doug’s Hyundai Manager
July 6 2017Revdex.comFile #[redacted]It is unfortunate that the customer was caught in the middle of this situation. We were not contacted atany point during the repair by Hyundai of Kirkland. It is an industry standard that extended warrantyclaims must be pre-authorized. If Hyundai of Kirkland had called UCC to check about coverage theywould have been instructed as to how to get pre-approval.Unfortunately, this situation was created because the customer was given incorrect information by theservice writer at Hyundai of Kirkland. I am surprised to hear that the customer was instructed to submitthe claim after the repairs were performed as the service writer that instructed her to do so, use to workhere at Doug's Mazda and knew how UCC approved claims. We are unaware of any extended warrantypolicy that reimburses for claims that they have not had a chance to review for coverage prior to repairs.We have requested a copy of the repair from Hyundai of Kirkland but they will not supply us a copy sincethe customer paid, so at this point we are not able to tell if the repair would have been covered or not.Extended warranty claims are a daily occurrence in all service departments. Much like going to thedentist, it is the standard of operation for a service advisor to check for coverage when the advisor isaware that the client has an extended warranty before giving the client the final estimate for repairs.Often an independent inspection will be performed prior to authorization. Since all coverages aredifferent, the first step is generally to call the extended warranty company and ask how the specificpolicy requires the shop to proceed, verify labor rates, verify rental coverage, etc. While we aresympathetic, there is nothing more we can do at this time.Young L**Doug's HyundaiBecky I[redacted]Young L** <[redacted]@dougs.com>Thursday, July 06, 2017 8:53AM'Zack G[redacted]'; 'Lisa R[redacted]@dougs.com; 'Becky I[redacted]'; [redacted]@dougs.comSubject: RE: 888 Complaint [redacted] -IMMEDIATE ATTENTION REQUESTEDFrom: Zack G[redacted] [mailto:[redacted]@SWDS.net]Sent: Wednesday, July 05, 2017 5:29PMTo: Lisa R[redacted]Cc: [redacted]@dougs.com; [redacted]@dougs.comSubject: Re: Revdex.com Complaint [redacted]- IMMEDIATE ATTENTION REQUESTEDNothing is in the system ... it looks like Kirkland Hyundai didn't even attempt to help. They simply just took her money,and told her to handle it, which clearly isn't how claims are adjudicated.I can call UCC tomorrow.Apparently, Luke is handing the Revdex.com- part?If so, perhaps he can get it from the customer?Best,425.766.7676[redacted]@SWDS.NETOn Jul5, 2017, at 5:25PM, Lisa R[redacted] <[redacted]@dougs.com> wrote:I'm not getting through to anyone at Kirkland Hyundai. Do you have a copy of what he submitted toUCC?Lisa R[redacted], Service DirectorDoug's Mazda Hyundai[redacted]@dougs.com425-774-3551 (Mazda Service)425-582-7806 (Hyundai Service)From: Zack G[redacted] (mailto:[email protected]]Sent: Wednesday, July 05, 2017 5:21PMTo: Lisa R[redacted] <lr[redacted]@dougs.com>Subject: Re: Revdex.com Complaint [redacted]- IMMEDIATE ATIENTION REQUESTEDIf you would please review the invoice fromKirkland Hyundai, and make sure we're looking at something that would be covered under the policy,AND the cost is appropriate- I would appreciate it.
Complaint: [redacted]
I am rejecting this response because of the following reasons:Why does Hyundai Lynnwood keep on breaming the Hyundai Kirkland?I already had a long communication with Hyundai Kirkland, and met them at the King county court so do not bring up the issues of another company.There is the constant issue of the company failing to provide the proper documentation.When the insurance policy is sold, the proper documentation must be provided.This is where the problem had began, I only received two pages of the contract declaration page.In these two pages, there is NO information about having to received a pre-approval. (see attached previous file)So my question is how are they are going to take the responsibility of failing to provide the full documentation, because this is where the whole problem began.In the beginning when I complained about this issue, Manager of Hyundai Lynnwood said the employee who had sold me the insurance had left.I do not believe that this is an appropriate response from a responsible company.
Sincerely,
[redacted]