We had already cut a check for $for the customerThe process to get a check cut and delivered takes a little time but we got the check here at the dealership yesterdayPam M [redacted] r, and aquaintance of MrsE*** through her daughters school texted the customer yesterdayMrsE [redacted] advised us to drop it in the mail which is what we didThe customer should receive the check within the next couple of days
I reviewed the response made by the business in reference to complaint ID ***.I will be waiting for the checkPlease let me know how it will be sent
Thank you,
We feel bad that Ms***
had a poor experience at Hatfield HyundaiWe do not contest that there were
several repairs needed for her vehicleWe do however contest that we did
anything wrong by herMs*** came in on 11/24/and had a slow crankThe
purge valve needed to be replacedWe
replaced the purge valve for her, we did
not charge her diagnosis or to install the part, we just charged her for the
part itselfWe did this because Ms*** had been in the dealership on
8/16/and 11/13/needing ignition coils replaced as her check engine light
was onThe second visit on 11/13/we only charged her for the installation
of the additional coils that went bad and no diagnosisThis was after the
customer was adamant that we misdiagnosed the vehicle and essentially treated
her poorlyIn the spirit of customer service we agreed to do the job for just
the labor and partdays later was the different issue of the slow crankAn
ignition coil is what starts the spark to allow the vehicle to start; the purge
valve has nothing to do with this and is part of the evaporative emissions
system and totally different trouble codes and symptoms from the previous
visitAfter talking to the customer in length we as a dealership decided in
the spirit of customer service once again to try to do the right thing and not
charge her for the labor, just the partThe customer a month later had another
issue with the vehicle that intermittently the vehicle would not startThe
customer had the vehicle towed in to the dealership and because of the previous
issues we provided her with a loaner car at no cost to her for two days while
we tried to get the car to not startEvery single time we tried the vehicle
would start without any issue so we gave the customer the vehicle back and
explained there were no codes in the system and we could not verify the
complaintA little over a month later the customer had the vehicle towed in
yet again and we put the customer in a loaner vehicle again, and again it was
at no charge to herAfter a couple of days of diagnosis the issue finally made
itself apparent and it was a dead spot in the starterThe vehicle would not
start in the condition that if you tried to start the vehicle when the starter
was at one exact spot, it would crank excessivelyAfter this we knew that it
was a starter that needed to be replaced for this specific issueI called the
customer and informed her that the starter needed to be replacedShe said that
she was not going to pay the price to get the starter replacedI discounted
the price of the starter down to $for a job that was over $She
stated that her and her mother only had between the two of them and that
we would have to do the job for thatWe did the job for $The day the
customer came back she went to her car and the car was running rough and the
check engine light was back onThe diagnosis was the recently installed
ignition coils had two that were bad againThis was a service part warranty
that was at no cost to the customer since she had already replaced the ignition
coils and paid for the repairWe again put *** in a loaner car at no cost
and repaired the vehicleI personally drove the vehicle twice over miles to
ensure that the vehicle was in good working orderI called *** and she
stated that she wanted her money back for both the starter and for the purge
valveShe stated that she was inconvenienced and that this should not have
taken this long and she didn’t feel that the purge valve was neededAt this
point I was at a point where this was a losing battle and so I offered her the
money back on the starter and the purge valveShe said fine, I am on my way
over and I expect there to be a check waiting on meI informed her it was
after 4pm and I would have to submit for the check anyway and it would take a
few daysShe said that was fine, she will take cash insteadI informed her
that we could not just give her cash and we would have to submit for the check
She came in and looked at her paperwork and it did not state on the paperwork
in clear writing for her that the parts were genuine Hyundai parts and had the
warranty on themShe said she didn’t have time for this and left with our
loaner car againThat next day one of my Advisors called her and spoke to her
assuring her that if she looked at her paperwork and gave any Hyundai dealer
the part numbers that they would recognize them as HyundaiThen he also
pointed out at the bottom of the receipt is where it shows the warranty
coverageShe picked up her car, on Tuesday or Wednesday the next week we had
her check for her and called so she could come in and pick it up as she
requested that we not mail it to her but allow her to physically come in and
pick it up
Ms*** brought her
vehicle in again on 2/17/15, the day I was trying to respond to this Revdex.com
inquiryI took extra time to do so because I wanted to make sure, if we found
anything, that we discuss it with the customerWe have been unable to
duplicate any issue with the vehicle
To recap:
8/16/Running
rough, check engine light is on replaced ignition coils 11/13/ Vehicle
dies several times a week, replaced crankshaft sensor
11/24/ Vehicle
cranking slow, installed Purge Valve
12/5/When
cold vehicle does not start properly, no problem found-loaner provided
1/19/ Intermittent
no start, installed starter at heavy discount to help customer
1/20/ Check
engine light is on- replaced all ignition coils at no charge
2/17/ Customer
states the vehicle is hard to start, cannot verify issue
2/27/ We
will have a Hyundai Rep look at the vehicle on Monday to see if they can
identify an issueAt that point we will make the decision on what next to do
if any
We have refunded Ms*** for the starter and
for the Purge ValveWe at each instance have tried to take the high road with
Ms*** and for customer satisfaction refunded herWe will not be willing
to give her any additional monies that she has lostWe feel we have been more
than fair and will not participate in any additional compensation
Hatfield Hyundai agreed to Ms. [redacted]’s initial
demand for 1 day of missed work/wages as well as her follow up demand stating
she missed 2 days of work for a total of $294.24 plus $50 fuel expense for a total
of $344.24. This amount is in addition
to performing the last repair on her vehicle at no charge as a goodwill gesture
and providing her with the use of a loaner vehicle for an extended amount of
time. Hatfield Hyundai has in
good faith attempted to compensate Ms. [redacted] for the inconveniences she
incurred while her vehicle was in Service.
After further review and consideration we will issue a one time goodwill payment of $344.24 without the requirement to sign a release. [redacted]General Manager Hatfield Hyundai Subaru
We had already cut a check for $50.00 for the customer. The process to get a check cut and delivered takes a little time but we got the check here at the dealership yesterday. Pam M[redacted]r, and aquaintance of Mrs. E[redacted] through her daughters school texted the customer yesterday. Mrs....
E[redacted] advised us to drop it in the mail which is what we did. The customer should receive the check within the next couple of days.
We had already cut a check for $50.00 for the customer. The process to get a check cut and delivered takes a little time but we got the check here at the dealership yesterday. Pam M[redacted]r, and aquaintance of Mrs. E[redacted] through her daughters school texted the customer yesterday. Mrs. E[redacted] advised us to drop it in the mail which is what we did. The customer should receive the check within the next couple of days.
We had already cut a check for $for the customerThe process to get a check cut and delivered takes a little time but we got the check here at the dealership yesterdayPam M [redacted] r, and aquaintance of MrsE*** through her daughters school texted the customer yesterdayMrsE [redacted] advised us to drop it in the mail which is what we didThe customer should receive the check within the next couple of days
I reviewed the response made by the business in reference to complaint ID ***.I will be waiting for the checkPlease let me know how it will be sent
Thank you,
We feel bad that Ms***
had a poor experience at Hatfield HyundaiWe do not contest that there were
several repairs needed for her vehicleWe do however contest that we did
anything wrong by herMs*** came in on 11/24/and had a slow crankThe
purge valve needed to be replacedWe
replaced the purge valve for her, we did
not charge her diagnosis or to install the part, we just charged her for the
part itselfWe did this because Ms*** had been in the dealership on
8/16/and 11/13/needing ignition coils replaced as her check engine light
was onThe second visit on 11/13/we only charged her for the installation
of the additional coils that went bad and no diagnosisThis was after the
customer was adamant that we misdiagnosed the vehicle and essentially treated
her poorlyIn the spirit of customer service we agreed to do the job for just
the labor and partdays later was the different issue of the slow crankAn
ignition coil is what starts the spark to allow the vehicle to start; the purge
valve has nothing to do with this and is part of the evaporative emissions
system and totally different trouble codes and symptoms from the previous
visitAfter talking to the customer in length we as a dealership decided in
the spirit of customer service once again to try to do the right thing and not
charge her for the labor, just the partThe customer a month later had another
issue with the vehicle that intermittently the vehicle would not startThe
customer had the vehicle towed in to the dealership and because of the previous
issues we provided her with a loaner car at no cost to her for two days while
we tried to get the car to not startEvery single time we tried the vehicle
would start without any issue so we gave the customer the vehicle back and
explained there were no codes in the system and we could not verify the
complaintA little over a month later the customer had the vehicle towed in
yet again and we put the customer in a loaner vehicle again, and again it was
at no charge to herAfter a couple of days of diagnosis the issue finally made
itself apparent and it was a dead spot in the starterThe vehicle would not
start in the condition that if you tried to start the vehicle when the starter
was at one exact spot, it would crank excessivelyAfter this we knew that it
was a starter that needed to be replaced for this specific issueI called the
customer and informed her that the starter needed to be replacedShe said that
she was not going to pay the price to get the starter replacedI discounted
the price of the starter down to $for a job that was over $She
stated that her and her mother only had between the two of them and that
we would have to do the job for thatWe did the job for $The day the
customer came back she went to her car and the car was running rough and the
check engine light was back onThe diagnosis was the recently installed
ignition coils had two that were bad againThis was a service part warranty
that was at no cost to the customer since she had already replaced the ignition
coils and paid for the repairWe again put *** in a loaner car at no cost
and repaired the vehicleI personally drove the vehicle twice over miles to
ensure that the vehicle was in good working orderI called *** and she
stated that she wanted her money back for both the starter and for the purge
valveShe stated that she was inconvenienced and that this should not have
taken this long and she didn’t feel that the purge valve was neededAt this
point I was at a point where this was a losing battle and so I offered her the
money back on the starter and the purge valveShe said fine, I am on my way
over and I expect there to be a check waiting on meI informed her it was
after 4pm and I would have to submit for the check anyway and it would take a
few daysShe said that was fine, she will take cash insteadI informed her
that we could not just give her cash and we would have to submit for the check
She came in and looked at her paperwork and it did not state on the paperwork
in clear writing for her that the parts were genuine Hyundai parts and had the
warranty on themShe said she didn’t have time for this and left with our
loaner car againThat next day one of my Advisors called her and spoke to her
assuring her that if she looked at her paperwork and gave any Hyundai dealer
the part numbers that they would recognize them as HyundaiThen he also
pointed out at the bottom of the receipt is where it shows the warranty
coverageShe picked up her car, on Tuesday or Wednesday the next week we had
her check for her and called so she could come in and pick it up as she
requested that we not mail it to her but allow her to physically come in and
pick it up
Ms*** brought her
vehicle in again on 2/17/15, the day I was trying to respond to this Revdex.com
inquiryI took extra time to do so because I wanted to make sure, if we found
anything, that we discuss it with the customerWe have been unable to
duplicate any issue with the vehicle
To recap:
8/16/Running
rough, check engine light is on replaced ignition coils 11/13/ Vehicle
dies several times a week, replaced crankshaft sensor
11/24/ Vehicle
cranking slow, installed Purge Valve
12/5/When
cold vehicle does not start properly, no problem found-loaner provided
1/19/ Intermittent
no start, installed starter at heavy discount to help customer
1/20/ Check
engine light is on- replaced all ignition coils at no charge
2/17/ Customer
states the vehicle is hard to start, cannot verify issue
2/27/ We
will have a Hyundai Rep look at the vehicle on Monday to see if they can
identify an issueAt that point we will make the decision on what next to do
if any
We have refunded Ms*** for the starter and
for the Purge ValveWe at each instance have tried to take the high road with
Ms*** and for customer satisfaction refunded herWe will not be willing
to give her any additional monies that she has lostWe feel we have been more
than fair and will not participate in any additional compensation
Hatfield Hyundai agreed to Ms. [redacted]’s initial
demand for 1 day of missed work/wages as well as her follow up demand stating
she missed 2 days of work for a total of $294.24 plus $50 fuel expense for a total
of $344.24. This amount is in addition
to performing the last repair on her vehicle at no charge as a goodwill gesture
and providing her with the use of a loaner vehicle for an extended amount of
time. Hatfield Hyundai has in
good faith attempted to compensate Ms. [redacted] for the inconveniences she
incurred while her vehicle was in Service.
After further review and consideration we will issue a one time goodwill payment of $344.24 without the requirement to sign a release. [redacted]General Manager Hatfield Hyundai Subaru
We had already cut a check for $50.00 for the customer. The process to get a check cut and delivered takes a little time but we got the check here at the dealership yesterday. Pam M[redacted]r, and aquaintance of Mrs. E[redacted] through her daughters school texted the customer yesterday. Mrs....
E[redacted] advised us to drop it in the mail which is what we did. The customer should receive the check within the next couple of days.
We had already cut a check for $50.00 for the customer. The process to get a check cut and delivered takes a little time but we got the check here at the dealership yesterday. Pam M[redacted]r, and aquaintance of Mrs. E[redacted] through her daughters school texted the customer yesterday. Mrs. E[redacted] advised us to drop it in the mail which is what we did. The customer should receive the check within the next couple of days.