Hanover Hyundai

March 23, 2016Thank you for allowing us the opportunity to review our processes [redacted] purchased a new Hyundai [redacted] in November of Upon inspection of the vehicle, [redacted] noted the exhaust pipe was bent on his new vehicleAfter consulting with the sales manager and the service manager, it was determined that the exhaust pipe could be switched from another vehicle to [redacted] 's vehicle [redacted] was ok with switching the exhaust pipes and on March 18, 2016, we switched [redacted] 's exhaust pipe at no charge to him (see attached document.) After inspecting the vehicle, [redacted] was happy with the outcome.In conclusion, we have assisted [redacted] at no charge.Thank you,Hanover Hyundai

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. Since the original complaint and after the Revdex.com filing, I did hear from MrL*** as he indicated and provided in his response and attached letter. All though MrL*** is not accurate in his response to Revdex.com (likely due to timing of the complaint and my receipt of his letter), MrL*** ultimately did make good or attempt to make good on all the issues I raised in my original complaint as outlined in the letter he attached in his response. I will coordinate the wheel/rim exchange with the business in the future during a future service appointment. I do want to thank MrL*** for taking my issues seriously and addressing all of the concerns I raised. Had I received the letter from MrL*** a few days sooner, the Revdex.com complaint would not have been filed.
Regards,
*** ***

We are reviewed the rebuttal of Mr***, and upon reading his response, have found no additional complaints that were not already addressed in the initial letterIn his rebuttal letter, Mr*** acknowledges we attempted to address both of his concernsWe corrected his alignment, at no charge,and also attempted to repair the scratches, at no chargeBoth repairs were done as a gesture of customer satisfaction based on the fact, with supporting documentation that Mr.*** submitted; we were under no obligation to repairMr*** signed all the documents, none of which mention an alignment or scratch repairsHowever, in our effort to continue to help Mr***, we contacted a body shop and received an estimate at dealer cost of $+ tax to paint the scratchIf Mr*** would like to have the repair completed, we would be happy to assist in scheduling with the body shop and ensuring he received the dealer cost for the repair.In conclusion, since Mr*** has not added any addition concerns in his rebuttal, and based on the supporting documentation submitted by Mr.*** showing he was owed nothing else after taking delivery of the vehicle, we see no need for further action.Joseph S*Sales ManagerHanover Hyundai

I went into the business to see about helping my son purchase an automobileThey said that he did not qualify and I could try to get the vehicle on my endI specifically asked the salesman Cody that if they submit the request to more than two banks please Forget it and I do not want to continue with the processCody specifically said to me that they only submit to two banksToday I have received the fourth inquiry from a bank that they submittedHe did not follow my request and because of that my credit score dropped because of all the inquiriesI called and spoke to the manager and he said he would call me back and never did

We are reviewed the rebuttal of Mr***, and upon reading his response, have found no additional complaints that were not already addressed in the initial letter In his rebuttal letter, Mr*** acknowledges we attempted to address both of his concernsWe corrected his alignment, at no charge,and also attempted to repair the scratches, at no chargeBoth repairs were done as a gesture of customer satisfaction based on the fact, with supporting documentation that Mr.*** submitted; we were under no obligation to repairMr*** signed all the documents, none of which mention an alignment or scratch repairsHowever, in our effort to continue to help Mr***, we contacted a body shop and received an estimate at dealer cost of $+ tax to paint the scratchIf Mr*** would like to have the repair completed, we would be happy to assist in scheduling with the body shop and ensuring he received the dealer cost for the repairIn conclusion, since Mr*** has not added any addition concerns in his rebuttal, and based on the supporting documentation submitted by Mr.*** showing he was owed nothing else after taking delivery of the vehicle, we see no need for further actionJoseph S*Sales ManagerHanover Hyundai

Thank you for bringing this to our attention. Our Customers are very important to us. The vehicle was purchased with 78,798 miles on May 30, 2016. The vehicle returned to our Service Department on June 28, 2016 with a customer concern of a check engine light. We verified the check engine light and...

performed the required diagnostics to determine the cause of the check engine light. Our Technician retrieved a code from the on board diagnostic system. The most common repair for this code was to replace the ignition coil and the Spark plugs. We replaced these items at no charge to the customer and drove the vehicle a total of 106 miles. The check engine light did not return. We returned the vehicle to the customer at that time. Customer was advised that the vehicle has a 12 month / 12,000 mile warranty from the date of purchase. The customer expressed concern for a possible turbo malfunction, and we explained that the warranty we provided at the time of purchase would cover the expense of a turbo if needed. Please feel free to contact me again if I can be of further assistance.Thank you

Thank you for allowing us the opportunity to review our processes.
On July 24, 2015, Mr. [redacted] purchased a 2013 [redacted] (VIN; [redacted]) from Hanover [redacted]. On all vehicle purchases, both the customer and a manager sign a document called a We-Owe. The We Owe states...

everything that is promised to a customer after the sale is finalized. The only items listed on Mr. [redacted]'s We–Owe were free oil changes for 2 years, free lifetime PA state inspections, and free lifetime car washes (We-Owe enclosed.) After finalizing the paper work for his purchase, Mr. [redacted] left the dealership with no mention of the alignment or scratch issues.A few days after his purchase, Mr. [redacted] contacted Ben B[redacted] (his salesperson) regarding scratches and a possible alignment issue, Ben told him to bring the car in to the dealership and that we would take a look at his car, never mentioning that we would correct his issues for free. Mr. [redacted] brought his car in on August 4, 2015, and we performed an alignment for free and touched up some scratches Repair Order enclosed.) Mr [redacted] was not satisfied with work performed and wanted us to paint his doors. We informed Mr. [redacted] we would not paint the doors since it was not part of the deal he agreed and signed.
In conclusion, we have assisted Mr. [redacted] with both of his issues, at no expense to himself.
Joseph S[redacted]Sales ManagerHanover Hyundai

March 23, 2016Thank you for allowing us the opportunity to review our processes. [redacted] purchased a new 2015 Hyundai [redacted] in November of 2015. Upon inspection of the vehicle, [redacted] noted the exhaust pipe was bent on his new vehicle. After consulting with the sales manager and...

the service manager, it was determined that the exhaust pipe could be switched from another vehicle to [redacted]'s vehicle. [redacted] was ok with switching the exhaust pipes and on March 18, 2016, we switched [redacted]'s exhaust pipe at no charge to him (see attached document.) After inspecting the vehicle, [redacted] was happy with the outcome.In conclusion, we have assisted [redacted] at no charge.Thank you,Hanover Hyundai

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]

I am rejecting this response because:The scratch which is now a major undertaking was promised to be addressed by the sales agent Mr. B[redacted]( quote buff out). The alleged wheel alignment which I did not receive a receipt for service detailing what was done was also part and parcel of the promises made by Mr. B[redacted].  This Car may be considered dangerous as it shifts to the left? When I signed off on this sale, I placed a with prejudice notice on the document that indicated how complaints would be settled. The prejudice portion was the two items that where pending completion. Please check your files for this indication, while it was not specific on the merits of what was promised , it left me the door open to what was to take place for which to my ignorance on how business is conducted at your establishment was promises made by your agent. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The scratch which is now a major undertaking was promised to be addressed by the sales agent Mr. B[redacted]( quote buff out). The alleged wheel alignment which I did not receive a receipt for service detailing what was done was also part and parcel of the promises made by Mr. B[redacted].  This Car may be considered dangerous as it shifts to the left? When I signed off on this sale, I placed a with prejudice notice on the document that indicated how complaints would be settled. The prejudice portion was the two items that where pending completion. Please check your files for this indication, while it was not specific on the merits of what was promised , it left me the door open to what was to take place for which to my ignorance on how business is conducted at your establishment was promises made by your agent. 
Regards,
[redacted]

I previously responded to this complaint directly with [redacted]. I have refunded him the “Hometown Heroes” discount, the price we charged for our alignment, and offered to provide him with an undamaged rim. These are the items he requested in his...

letter to you. His claims to the Revdex.com are not accurate or truthful based on the facts I was able to gather. I contacted [redacted] and left messages several times. My desire was to speak to [redacted] over the phone or in person and [redacted] expressed to me through Email that he didn't want to communicate with me in any other way than Email. I am offering to provide a good rim for a damaged rim that [redacted] has never presented to for me to view the alleged damage.I have included a copy of the letter I sent to [redacted].Thank you,George L

Review: At the recommendation of service advisor Keith G[redacted] during last oil change and tire rotation (25K miles) in July 2014, it was recommended to purchase 4 new tires. Sep 2014 I called for a price quote and spoke with Amy who quoted out the door for 4 Continental ExtemeContact DWS with all tax, install/balance and 4 wheel alignement $720.78. I asked to add the PA state inspection/emessions and oil change for a 8AM 19 Sep 2014 appointment. At the time of scheduleing, it was confirmed Hanover Hyndai's participation in the "hometown hero" veterans discount program for an additional 10% off of total bill. Droped the car of before 8 and was called at 2PM by service advisor Keith that they were just starting on my car and would be ready by 5PM. When I arrived at dealer (20 miles away), I noticed the incorrect tires (used) were installed on my vehicle and one rim damaged. When I complained, I was told the rim was not their doing and that they would swap the tires. Next day I returned and was presented a bil of over $1000. When I played back the voicemail from Amy where she quoted the out the door price, the price was adjusted however they declined to honor the military discount or do anything about the rim. Had vehicle checked by another Hyundai dealer for proper alignment and was notificed by dealership in [redacted], MD that alignment had not been done correctly and they would do it for $119. I agreed to have this done which corrected to misalignment issues. I filed complaint with the Hanover Hyundai dealership and heard back from Mr. George L[redacted] who indicated he would address my concerns. After several phone call messages and emails (were never able to speak in person) have yet to resolve the issues. I provided Mr. L[redacted] a response to his desire to satisfy my concerns via email to make good on the 10% military discount not extended to me and refund me the addtional expense of the 4 wheel alignment. As of today (Oct 14, 2014) have not heard back.Desired Settlement: 1. honor the 10% veterans discount (as part of the "home town hero" program) or discontinue their membership and registration with the County for this program. It's false adverstisment if not honored ($76 credit).2. Refund of 4 wheel alignment that was not performed but done at another Hyundai dealership where they confirmed it was not correctly done($119 credit).3. Replacement or repair of damaged rim

Business

Response:

I previously responded to this complaint directly with [redacted]. I have refunded him the “Hometown Heroes” discount, the price we charged for our alignment, and offered to provide him with an undamaged rim. These are the items he requested in his letter to you. His claims to the Revdex.com are not accurate or truthful based on the facts I was able to gather. I contacted [redacted] and left messages several times. My desire was to speak to [redacted] over the phone or in person and [redacted] expressed to me through Email that he didn't want to communicate with me in any other way than Email. I am offering to provide a good rim for a damaged rim that [redacted] has never presented to for me to view the alleged damage.I have included a copy of the letter I sent to [redacted].Thank you,George L

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]