Farmers Insurance Group-Claims Office

I am the attorney for Frank HyundaiMs [redacted] , Frank Hyundai's CustomerRelations Manager, has referred to me Mr***'s complaint·about the price quote issue that youforwarded to herunder cover of your letter (unfortunately undated on the copy provided to me)requesting Frank Hyundai's reply.Thus far, I have seen the following listed correspondence:Mr***'s original complaint pertaining to his experience with Frank HyundaiYour transmittal letter to Ms [redacted] forwarding a copy of Mr***'s complaintFrank Hyundai's initial response to Mr***'s complaintMr***'s reply to Ms [redacted] 's response.I was on vacation during the time frame that the events pertaining to Mr***'s claimoccurred, and I was not able to discuss Mr***'s complaint or Ms [redacted] 's initial responseuntil Friday, January 9th.Promptly after receiving copies of the above-described chain of correspondence, I madearrangements to meet with Ms [redacted] at Frank Hyundai's dealership and review all of thedocumentation that she had available pertaining to Mr***'s complaintI have not yetcompleted.my analysis of that documentation, nor have I interviewed all of the three salespersons involved in the transaction (a task which I expect to accomplish within the next two orthree business days, because of the staggered work schedules of those individuals).At this juncture, however, I am prepared to address, briefly, the five purported "lies" thatMr [redacted] attributes to Frank Hyundai personnel.With regard to alleged "lie No",Mr***'s statements appears to be inconsistent on itsfaceHe acknowledges that the dealer told him that the two cars he discussed could be obtainedpromptly from another dealer, which certainly infers that the vehicle he was interested in was notin stock at the Frank Hyundai dealership.Likewise, with regard to alleged "lie No2", in that paragraph Mr [redacted] clearlyacknowledges that it told him that it was searching other dealerships for the type/s of the***mobile/s that he was looking formIndeed, Mr [redacted] went online while discussing the 2014***mobile with [redacted] Salesperson [redacted] on December 1Oth, and knew that the***mobile was located at an Orange County Dealership.With regard to alleged "Lie No 3", there were in fact three different ***mobilesdiscussed, two different shades of silver ***mobiles, and a black ***mobile.With regard to alleged "Lie No.4", since I have not yet had an opportunity to interviewall three of the sales persons involved I cannot reply to that allegation at this time.With regard to alleged "Lie No.5", I have reviewed an email exchange between FrankHyundai and [redacted] , all communications occurring on December 23, At 2:12p.mon thatdate, Ms [redacted] emailed [redacted] at Revdex.com, and requested: "Can you give me any info onthe complaint made from [redacted] ***?"Ms [redacted] replied on 2:22p.m.,repeated the essence of Mr***'s complaint, and thenstated: "***, we closed this issue."At 3:on that same date, Ms [redacted] again emailed Ms***, and requested: "Doyou have any additional notes?"Ms [redacted] replied immediately, and wrote: "I didn't see any listed in my spaceTheytried to call this person back twice and they did not answer or call us back."When I interviewed Ms [redacted] on January 13, 2015, she told me that Frank Hyundaihad not received any communication whatsoever from [redacted] indicating that Frank Hyundai ison any sort of probation.As soon as I complete my interviews of the three salespersons involved in the transactionwith Mr [redacted] I will forward you a detailed, substantive follreply.Frank Hyundai recognizes that it is in a competitive business, and that many otherHyundai dealerships offer the same productAccordingly, Frank Hyundai strives to giveexcellent service to and engage in fair negotiations with its customers or potential customers, andFrank Hyundai is proud of its high rating as a Revdex.com memberAccordingly, Frank Hyundai takesvery seriously any customer complaints, and fully investigates all complaints and, whereappropriate, offers appropriate remedies to any customers who may be aggrieved by anythingthat happened in connection with their dealings with Frank Hyundai.As soon as I complete my interviews of the three salespersons involved in Mr***'stransaction I will follow this response with a detailed, substantive final response to Mr***'scomplaintIn the interim, should you have any questions or comments regarding this matter,please don't hesitate to telephone me.Yours very truly, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The Dealer's response is inaccurate and untruthful. The Dealer's failure to offer any compensation is unacceptable. LIE #1: The Dealer never told me that it did not have a available. The Dealer told me that the two cars discussed could be obtained promptly from another dealer.LIE #2: The Dealer never said it would "need to try and locate [my] color preference." I told the Dealer my color preference from the very beginning. I was then given two price quotes: one price for a Silver model the Dealer could acquire on my behalf; and one price for a Black model the Dealer could acquire on my behalf from another dealer. LIE #3: Three different vehicles were never discussed. There were only two (2): the Black model and the Silver model. I told the Dealer I was interested in the Black model only.LIE #4: There was nothing to "negotiate" on the Black model. I accepted the offered price verbally and in an e-mail. Hours later, when I walked into the Dealer's office to sign the purchase agreement, *** told the sales clerk that the process would be quick because "we already had an agreement on price." Yet twenty minutes later, the Dealer began showing me different and substantially higher price options. LIE #5: *** did not exonerate the Dealer. *** told me that the Dealer is on probation and will be carefully watched. *** told me that if *** receives another complaint about the Dealer, the Dealer will be kicked out of the *** *** program. *** also offered me a gift card as partial compensation for having to deal with such an unscrupulous business.I also note that Frank Hynudai's manager responding to the Revdex.com, *** ***, has no personal knowledge of this incident as she was never personally involved. She is severely mistaken if not intentionally misrepresenting the facts
Regards,
*** ***

To Whom It May Concern:At this time, Frank Hyundai is investigating further details of the consumer's complaint # [redacted] and will respond once further details are reviewed. Thank you,   [redacted]

To whom it may concern:
On 12/8/2014 Frank Hyundai received a sales lead thru [redacted]
[redacted] Program on behalf of Mr. [redacted]. 
The request was for a 2014 Hyundai Santa Fe, Limited which we did not
have in stock in the color preference.  The customer was verbally given [redacted]...

pricing
on the 2014 model and was told that we would need to try and locate his color
preference.  Mr. [redacted] also requested the
help of our staff in locating a 2015 Hyundai Santa Fe, Limited.  After careful review of recorded phone
conversations, Mr. [redacted] spoke to four different sales associates, three
different vehicles were discussed and Mr. [redacted] had been in negotiation with at
least two other dealerships.  On 12/13/2014,
Mr. [redacted] came into the dealership to negotiate a purchase on a 2015 model and
was not in agreement with the [redacted] Pricing that was presented to
him.  We explained the pricing options
available thru [redacted] Program and could not come to an
agreement.  
Mr. [redacted] had filed a complaint with [redacted]
Program and following an investigation, we as a dealer were found not at
fault.  An offer was made to Mr. [redacted] that
any price quote given to him in writing by our dealership, would be honored.  Mr. [redacted] is welcome to contact our general
manager to clarify any future business dealings at ###-###-####,
Monday-Friday 9am-5pm.
 
Very Respectfully,
[redacted] Customer Relations Manager Frank Hyundai

I am the attorney for Frank Hyundai. Ms. [redacted], Frank Hyundai's CustomerRelations Manager, has referred to me Mr. [redacted]'s complaint·about the price quote issue that youforwarded to her. under cover of your letter (unfortunately undated on the copy provided to me)requesting Frank Hyundai's reply.Thus far, I have seen the following listed correspondence:1. Mr. [redacted]'s original complaint pertaining to his experience with Frank Hyundai.2. Your transmittal letter to Ms. [redacted] forwarding a copy of Mr. [redacted]'s complaint.3. Frank Hyundai's initial response to Mr. [redacted]'s complaint.4. Mr. [redacted]'s reply to Ms. [redacted]'s response.I was on vacation during the time frame that the events pertaining to Mr. [redacted]'s claimoccurred, and I was not able to discuss Mr. [redacted]'s complaint or Ms. [redacted]'s initial responseuntil Friday, January 9th.Promptly after receiving copies of the above-described chain of correspondence, I madearrangements to meet with Ms. [redacted] at Frank Hyundai's dealership and review all of thedocumentation that she had available pertaining to Mr. [redacted]'s complaint. I have not yetcompleted.my analysis of that documentation, nor have I interviewed all of the three salespersons involved in the transaction (a task which I expect to accomplish within the next two orthree business days, because of the staggered work schedules of those individuals).At this juncture, however, I am prepared to address, briefly, the five purported "lies" thatMr. [redacted] attributes to Frank Hyundai personnel.With regard to alleged "lie No. 1 ",Mr. [redacted]'s statements appears to be inconsistent on itsface. He acknowledges that the dealer told him that the two cars he discussed could be obtainedpromptly from another dealer, which certainly infers that the vehicle he was interested in was notin stock at the Frank Hyundai dealership.Likewise, with regard to alleged "lie No. 2", in that paragraph Mr. [redacted] clearlyacknowledges that it told him that it was searching other dealerships for the type/s of the[redacted]mobile/s that he was looking form. Indeed, Mr. [redacted] went online while discussing the 2014[redacted]mobile with [redacted] Salesperson [redacted] on December 1Oth, and knew that the[redacted]mobile was located at an Orange County Dealership.With regard to alleged "Lie No 3", there were in fact three different [redacted]mobilesdiscussed, two different shades of silver [redacted]mobiles, and a black [redacted]mobile.With regard to alleged "Lie No.4", since I have not yet had an opportunity to interviewall three of the sales persons involved I cannot reply to that allegation at this time.With regard to alleged "Lie No.5", I have reviewed an email exchange between FrankHyundai and [redacted], all communications occurring on December 23, 2014. At 2:12p.m. on thatdate, Ms. [redacted] emailed [redacted] at Revdex.com, and requested: "Can you give me any info onthe complaint made from [redacted]?"Ms. [redacted] replied on 2:22p.m.,repeated the essence of Mr. [redacted]'s complaint, and thenstated: "[redacted], we closed this issue."At 3:02 on that same date, Ms. [redacted] again emailed Ms. [redacted], and requested: "Doyou have any additional notes?"Ms. [redacted] replied immediately, and wrote: "I didn't see any listed in my space. Theytried to call this person back twice and they did not answer or call us back."When I interviewed Ms. [redacted] on January 13, 2015, she told me that Frank Hyundaihad not received any communication whatsoever from [redacted] indicating that Frank Hyundai ison any sort of probation.As soon as I complete my interviews of the three salespersons involved in the transactionwith Mr. [redacted] I will forward you a detailed, substantive follow-up reply.Frank Hyundai recognizes that it is in a competitive business, and that many otherHyundai dealerships offer the same product. Accordingly, Frank Hyundai strives to giveexcellent service to and engage in fair negotiations with its customers or potential customers, andFrank Hyundai is proud of its high rating as a Revdex.com member. Accordingly, Frank Hyundai takesvery seriously any customer complaints, and fully investigates all complaints and, whereappropriate, offers appropriate remedies to any customers who may be aggrieved by anythingthat happened in connection with their dealings with Frank Hyundai.As soon as I complete my interviews of the three salespersons involved in Mr. [redacted]'stransaction I will follow this response with a detailed, substantive final response to Mr. [redacted]'scomplaint. In the interim, should you have any questions or comments regarding this matter,please don't hesitate to telephone me.Yours very truly,[redacted]