Hyundai Motor Finance

At Hyundai Motor Finance (HMF) our customer satisfaction is very important to us.  We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint. We have contacted the customer directly in regards to this issue on 04/06/2017....

The amount of the citation billed to the customer has been updated to $40.00. As such the customer has a remaining citation balance of $10.00. HMF would like to thank the customer for taking the time to contact us.  We are committed to providing our customers with excellent service and their satisfaction is important to us.  Without customers like this, holding us to the highest level of customer service, we would not recognize where we have the opportunity to improve our processes.  Again, we sincerely apologize for any inconvenience the customer may have experienced and we will strive to improve our service in the future. Should the customer require any additional assistance, he may contact a Customer Service supervisor at 1-800-523-4030, Monday-Friday, 8AM-9PM EST.

We again want to apologize for any inconveniences the customer may have experienced.
Per our previous response, the customer’s account has been updated to the correct Monthly Payment Due Date and we have confirmed that all payments received have been applied with the appropriate effective date.
Should the customer require any additional assistance, she may contact a Customer Service supervisor at 1-800-523-4030, Monday-Friday, 8AM-9PM EST.

At Hyundai Motor Finance (HMF) our customer satisfaction is very important to us.  We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint. Prior to endorsing the check in question we require confirmation that the...

vehicle has been repaired in accordance with the insurance estimate. As of today 2/9/2017, the body shop has confirmed that the vehicle has not been repaired. Per the customer’s request we attempted to contact her on 2/6/2016 and 2/9/2016. HMF would like to thank the customer for taking the time to contact us.  We are committed to providing our customers with excellent service and their satisfaction is important to us.  Should the customer require any additional assistance, she may contact a Customer Service supervisor at 1-800-523-4030, Monday-Friday, 8AM-9PM EST.

At Hyundai Motor Finance (HMF) our customer satisfaction is very important to us.  We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.The complainant would need to follow up with the vehicle manufacturer Hyundai...

Motor America (HMA) for any concern related to the vehicle and safety recalls. HMA can be contacted by phone at 1-800-633-5151.HMF would like to thank the customer for taking the time to contact us.  We are committed to providing our customers with excellent service and their satisfaction is important to us.  Should the customer require any additional assistance, they may contact a Customer Service supervisor at 1-800-523-4030, Monday-Friday, 8AM-9PM EST.

At Hyundai Motor Finance (HMF) our customer satisfaction is very important to us.  We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint. Per the customer’s request we have stopped payment on the refund that he...

previously requested and reapplied the funds to the customer’s account with the original effective date.  HMF would like to thank the customer for taking the time to contact us.  We are committed to providing our customers with excellent service and their satisfaction is important to us.  Should the customer require any additional assistance, he may contact a Customer Service supervisor at 1-800-523-4030, Monday-Friday, 8AM-9PM EST.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
All attachment with the facts and evidence was sent to the Revdex.com via email with attachments since interface (this platform) does not accept attachments.  Please revise information.  in
Regards, If needed I can email hard copies. The business states:"At Hyundai Motor Finance (HMF) our customer satisfaction is very important to us.  We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint."** I had leased 4 vehicles prior for HyundaiMF the (leaser), and never had any issues.   I believe this to be an isolated incident; nonetheless,  there is a lot of improvements needed in "customer Satisfaction" the events are as follow:June 10-  waited over 1/2 hours to talk to a rep; June 16 - call was disconnected.June 23 - call got disconnected again. June 23 - was promised a call back - given never happened. June 24 - erroneous information given. July 8 - again was given conflicting information. July 21 asked for detailed information the charges and why given - up to date none received. August 07 - rep not to polite, again asked for information, and none received up to date.I was even charged for items not included in the vehicle. A loyalty waiver of the disposition fee may be offered if the customer leases a new vehicle of the same brand within 60 days of returning their vehicle.The customer indicated in his complaint the leased vehicle he returned was a Kia and the new vehicle he leased is a Hyundai. As such the disposition charge is valid and will not be removed. **The contract / buyers order signed states "Disposition fee (if you do not purchase the Vehicle)", I do not recall signing any documents were it states "I must re-lease another "KIA" vehicle."Furthermore the finance representative at time of purchase explained that as long as I retain new lease with same bank given fee does not apply.KIA and Hyundai are the same vehicles - information also provided.  Given share more than %50 of components in more than %50 of their vehicles (most/all non-cosmetic parts are interchangeable),  They both belong to Hyundai Motors which are also managed by the same people, they both get in mitigations for the same reason at the same time, they both share the same providers for supplies and build their vehicles at the same factories. They share advertising and owners manuals have the same exact graphics and layout.  When sales are reported in the industry, they are reported as one corporation. Additionally, we have reviewed the credit reporting for the customer’s account and confirmed it is accurate. At this time there is an outstanding balance for the payment due on 7/18/2016. **Customer wants a detail information of charges and why - which I have not received up to date. Hyundaiwould like to thank the customer for taking the time to contact us.  We are committed to providing our customers with excellent service and their satisfaction is important to us.  Should the customer require any additional assistance, he may contact a Customer Service supervisor at 1-800-523-4030, Monday-Friday, 8AM-9PM EST. **Customer would like to thank Hyundai Motors for prior years of good service, and would like for them to address this issue ASAP.Hyundai Motors may contact me at [redacted]. If the Revdex.com has not received supporting documentation please provide an email, fax or Mailing address were given can be sent.
Sincerely
[redacted]

Hyundai Motor Finance (HMF) appreciates the customer’s response and the opportunity to again review their concern.Per our initial response, an end of term invoice was mailed to the customer on two separate occasions, 5/17/2017 and 6/16/2017. The invoices include a date by which the balance is due. Under the Fair Credit Reporting Act, we are required to report accurate information.Should the customer require any additional assistance, they may contact a Customer Service supervisor at 1-800-523-4030, Monday-Friday, 8AM-9PM EST.

We have reviewed the customer’s concerns and have determined at no time was the customer advised we would waive the disposition fee based on the mileage on the vehicle at the time of return. That is not an active practice or policy within HMF.
Per our previous response, at no time has the dealership in question contacted HMF to make arrangements to pay the customer’s Excess Wear and Use charges. We would recommend the customer contact whomever at the dealership he made that arrangement with to ensure they follow through.
Should the customer require any additional assistance, he may contact a Customer Service supervisor at 1-800-523-4030, Monday-Friday, 8AM-9PM EST.

At Hyundai Motor Finance (HMF) our customer satisfaction is very important to us.  We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.
Per the terms and conditions of the contract the customer signed and agreed...

to, they are responsible for applicable taxes.  As such, the customer has been billed accordingly.
Should the customer require any additional assistance, he may contact a Customer Service supervisor at 1-800-523-4030, Monday-Friday, 8AM-9PM EST.

Per our previous response, the customer’s is responsible for any fees associated with the repossession of the vehicle. This includes any fees charged by the vendor storing the vehicle.  Additionally, the customer was advised on 5/22/2017 and 5/31/2017 that her reinstatement payment does not include storage fees. Should the customer require any additional assistance, she may contact a Customer Service supervisor at 1-800-523-4030, Monday-Friday, 8AM-9PM EST.

At Hyundai Motor Finance (HMF) our customer satisfaction is very important to us. We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.
Unfortunately, HMF does not have a policy to waive the Disposition Fee for customers...

who return their vehicle with under a certain amount of miles on it.
There has been no communication from the dealership in regards to their covering the Excess Wear and Use charges on the customer’s account.
Additionally, the customer’s contract does not reflect that the customer purchased Excess Wear and Use insurance. If the customer did not finance this item and it was purchased separately, he would need to file a claim with the Excess Wear and Use company, who would then send payment for the charges.
HMF would like to thank the customer for taking the time to contact us.
Should the customer require any additional assistance, he may contact a Customer Service supervisor at 1-800-523-4030, Monday-Friday, 8AM-9PM EST.

Upon review of the customer’s rebuttal, it appears the customer did not provide any additional information. Per our previous response, we can confirm the customer’s payments to date have all been received on time and there has been no negative credit reporting. The monthly statements are mailed each month and also available to be viewed on our website, wwww.HMFUSA.com.  Should the customer require any additional assistance, they may contact a Customer Service supervisor at 1-800-523-4030, Monday-Friday, 8AM-9PM EST.

Per our previous response, we have reviewed the vehicle’s inspection report and confirmed that the charges for Excess Wear and Use are accurate. Should the customer require any additional assistance, she may contact a Customer Service supervisor at 1-800-523-4030, Monday-Friday, 8AM-9PM EST.

At Hyundai Motor Finance (HMF) our customer satisfaction
is very important to us.  We thank you for bringing this issue to our
attention and allowing us the opportunity to investigate and respond to this
complaint.The vehicle was purchased by
the complainant through an auction where the terms and conditions of the sale
are “as is.”  The auction is not open to the general public and requires
the purchaser to be a registered dealer.Should the complainant have
concerns with the terms and conditions of the sale, they would need to contact
the auction company that conducted the sale. (insert contact info here)
HMF would like to thank the
customer for taking the time to contact us.  We are committed to providing
our customers with excellent service and their satisfaction is important to
us. Should the customer require
any additional assistance, he may contact a Customer Service supervisor at
1-800-523-4030, Monday-Friday, 8AM-9PM EST.

It appears the customer sent this check to Hyundai Motor America, not Hyundai Motor Finance.  The person he states signed for the package works for Hyundai Motor America in Fountain Valley, CA.  As such, we must now wait for the check to be forwarded to the correct company in the correct city.
Please advise our customer to check on his account in 10-15 business days for an update.
Should the customer require any additional assistance, he may contact a Customer Service supervisor at 1-800-523-4030, Monday-Friday, 8AM-9PM EST.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I appreciate my account finally being up to date, however, this does not make up for the 30 days it took and multiple phone calls taking time away from my work in order to ensure that Hyundai Motor Finance company was doing their job properly. I still feel that this entire situation was handled poorly and unprofessional, and after numerous calls and numerous weeks that it took to get my account fixed, I do not feel that an apology is an adequate response.  The employee's that I spoke with were clearly not trained how to do their job properly, they had very poor customer service and were far from helpful when it came to trying to resolve my account issues. I feel that crediting my account would be sufficient.
Regards,
[redacted]

At Hyundai Motor Finance (HMF) our customer satisfaction is
very important to us.  We thank you for
bringing this issue to our attention and allowing us the opportunity to
investigate and respond to this complaint.
The customer is being
charged the Disposition Fee of $400.00 per the...

terms and conditions of his
contract.  It is a fee disclosed on his
contract which discloses that the fee is assessed if the customer does not
purchase their vehicle.
HMF
would like to thank the
customer for taking the time to contact us. 
We are committed to providing our customers with excellent service and their
satisfaction is important to us. 
Should the customer require any
additional assistance, he may contact a Customer Service supervisor at
[redacted], Monday-Friday, 8AM-9PM EST.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Dear [redacted], I will not contact HMF at this time because they only talk in circles.  They also will never let me speak directly with either their Legal Dept or Tax Dept but only through an intermediary, in this case one [redacted].  In their response to you they site two requirements in order to request the refund from the State BOE on my behalf.  The first item regarding a "completed resale certificate" is a completely new requirement that I have never heard of before.  When this whole transaction began the buyer and I were sitting with the Loan Officer at [redacted] one [redacted].  The buyer and I used the same credit union.  [redacted] spoke to HMF regarding the buyout and release of title and was told by them that I had to obtain a Certificate of Use Tax Clearance from the State of CA BOE in order to get the sales tax refunded.  I did this as instructed by them.  They never said I had to send them a copy at any point.  I supplied the State BOE all the required documentation and they issued the Certificate on 9/9/2015.  That is also the same day that I transferred title to the buyer.  Title transfer required the Certificate as a pre-requisite per DMV rules. Now, HMF is saying I had to send them that Certificate before the buyout?!?!?!?  How is that possible when I had to send them the money for the buyout before they would release the title to me and I couldn't transfer the title until I had it in my possession.  By the way because of the Labor Day holiday I did not receive the title until Tuesday, 9/8/15 even though the bill of sale is dated 8/25/15. Please see the attached copy of the Certificate of Use Tax Clearance which I have also sent to HMF along with all the accompanying documentation for qualifying for the refund on 3/7/2016.  So now they are trying to say this is not good enough because I didn't send it to them before I even had it?? Come on!!!!! Second, the next item they say they required is proof that the sale took place within 10 days of my receiving the title.  Well, it surely did and please see the attached letter from [redacted] at the State BOE dated 2/4/2016 to [redacted] at HMF wherein the State of CA confirms that I did sell the vehicle within 10 days. HMF is not being straight forward.  [redacted] has repeatedly told me the only reason HMF will not request the refund is because they are afraid of being caught in an audit by the State of CA and would not be able to substantiate a refund request.  Now they come up with these 2 requirements (which I have already met) as the reason they will not request the refund?  They are not being straight forward.  The State has told me that if they have the documentation I sent the State to qualify for the refund of said tax and keep that info on file with their request for the refund they will not be in any way held liable for fraud or anything else.  HMF is being disingenuous.  What next?  Are they going to say I have to prove that I stood on my head for 38 minutes when transferring the title in order for them to comply?  Ridiculous!! Thank you kindly for your attention to this matter.  I hope to hear back soon that HMF will send the refund request.Sincerely,  [redacted]   March 28,2016

Hyundai Motor Finance (HMF) appreciates the customer’s response and the opportunity to again review their concern.We have reviewed the credit reporting for the account and confirmed that it accurately reflects the customer’s payment history.Should the customer require any additional assistance, they may contact a Customer Service supervisor at 1-800-523-4030, Monday-Friday, 8AM-9PM EST.

At Hyundai Motor Finance (HMF) our customer satisfaction is very important to us.  We thank you for bringing this issue to our attention and allowing us the opportunity to investigate and respond to this complaint.
An abatement request has been filed with Belchertown, MA.  Once processed,...

they would send any monies refunded to HMF, who would in turn refund those monies to the customer.
HMF would like to thank the customer for taking the time to contact us.  We are committed to providing our customers with excellent service and your satisfaction is important to us.  Without customers like you, holding us to the highest level of customer service, we would not recognize where we have the opportunity to improve our processes.  Again, we sincerely apologize for any inconvenience you may have experienced and we will strive to improve our service in the future.
Should the customer require any additional assistance, she may contact a Customer Service supervisor at 1-800-523-4030, Monday-Friday, 8AM-9PM EST.