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.Per the lease agreement, the customer must keep the vehicle currently registered....

HMF did not receive a registration renewal notice from the New Jersey DMV. The customer previously contacted HMF by phone to request a limited power of attorney, which was mailed to the address on file on 8/7/2017, which will allow the customer to renew their registration with the New Jersey DMV. 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.

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.
A check was not issued on 12 August 2016, it issued 18 August 2016and the check was not sent within the time frame customer service gave me for receiving the check. I should have received the check 7 days after I faxed my info to the billing department (because they don't have a phone). Customer service even let me know that when I called a second time 18 August 2016 that the check was never made.  That day was 22 July 2016. I did not receive the check at my door until yesterday, 24 August 2016. That is over 3 weeks past the timeframe given to me by a customer service representative. I request both of my conversations on 22 July 2016 and 18 August 2016 are sent to me and the Revdex.com for review. A supervisor ([redacted]) had also told me that my refund check was sent 15 August 2016, but the check envelope is dated 18 August 2016 when I called to complain that I hadn't received my check in almost a month. The point of a refund check after an accidental double payment is to receive those funds in a timely manner where it will not negatively affect my finances. This very well burdened me financially and my refund was not sent to me in a reasonable time. I applied the refunded amount to my next payment because it took too long to get the check. I didn't receive it until after my payment was due (23 August 2016).
Regards,
[redacted]

The issues presented by the
customer are regarding the dealership she took her vehicle to for service.
Hyundai Motor Finance did not advise the customer on tire rotation nor did we
charge her for any such service. 
Additionally, the faulty service the customer describes would have been
provided by the dealership as well. 
As previously responded, we
will be unable to waive any portion of the customer’s final invoice.
Should the customer require any
additional assistance, she may contact a Customer Service supervisor at
1-800-523-4030, Monday-Friday, 8AM-9PM EST.

Per our original response, the customer’s understanding of equity in regards to her leased vehicle is incorrect.  Hyundai Motor Finance is the owen of the vehicle in question, not the customer.  After a leased vehicle is declared a total loss, HMF will request the full market value of the vehicle. As the owner of the vehicle, HMF will receive monies from the insurance company filing the claim. If an overage is received, the customer may be issued a refund for their down payment less any upfront fees that were due upon contract signing (these monies are not refundable). Outside of their down payment however the customer as a lessee is not due any additional funds. 
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 customer’s property tax refund in the amount of $175 has been applied to...

the outstanding account balance. We have also applied a 20% goodwill reduction of the excess wear and use fees.  
The customer contacted us on 7/21/15 and was advised that the total amount due at this time is $709.39.
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.

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 for Excess Wear and Use outside the allowed...

guidelines.  As a courtesy, we have previously reduced the amount being charged. 
We spoke with the customer on 2/17/2016 and advised a revised invoice was being mailed showing the reduced amount owed.  She requested at that time to negotiate a further settlement of the amount owed and was advised we are unable to reduce the amount further.
HMF would like to thank the customer for taking the time to contact 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.

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.If you will take care to read the letter they claim now was in error (they claimed no knowledge of this letter for a month), it explicitly states that no other amounts were owed. Hyundai was made aware that the intent was to purchase the car and it was the purpose for the generation of that letter which Hyundai faxed to the bank so the bank could base the loan on. In regards to harm to myself; physical maybe, but financially it put me in quite a bind. I have had to payoff the loan to the bank (after making a payment) + interest. It has held up the refinancing of my house (still pending), and no telling what it has done to my credit. In fact they still have the account open and I no longer own the car since the 10th of Jan when I traded it for fear of even more dishonesty. I would like to note, that according to NC contract law Hyundai made a legitimate offer for purchase, which was honored when they cashed the check supplied by the bank, which indicated it was for purchase of the vehicle. It simply would cost more to sue them that it's worth.Hyundai claims that they have since provided me with a corrected payoff letter, but indeed that is not true, I have not received a letter or verbal amount at all that did not come with "disclaimers". In fact I was forced to have a conference call with Hyundai and a credit reporting bureau last week and they still could not give me a correct payoff number in addition to the account still being open. It's simply a game they are playing to get me back to the dealership to sell me another car.I have attached a timeline summary of the experience that I was forced to provide my home refinance company.
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.
An update has been sent to Equifax, Experian and TransUnion to reflect the...

account as Closed with no delinquent payments.  A letter has also been sent to the customer advising of the same.
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.

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.
 Hyundai Motor Finance received the termination paperwork and the vehicle on the 24th of May so they are not in fact waiting on that information.I first contacted them on the 28th of April because I had faxed them lease terminting notice a week prior and received zero response from them. I originally contacted them to clarify details surrounding this process at the beginning of April.I recently contacted HMF about the extra charge to my bank account, where I was informed that I should have cancelled my auto payments myself. At no point in this process was I ever send an email or given any clear guidance on what all I was going to need to do, and there really is no reason that I should have to fax in ,your paperwork three times over the course of 2 weeks to finally get it recognized by HMF, the law specifically states 15 days notice which they had., 
Regards,
[redacted]

Hyundai Motor Finance (HMF) appreciates the customer’s response and the opportunity to again review their concern. Per our initial response, we are aware of the property tax concern and are working to adjust her account accordingly. Should the customer require any additional assistance, they may contact a Customer Service supervisor at ###-###-####, 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]
The complaint says I didn't file applicatation for a vehicle with them.. they had made several proposals to me on their cars which I did not want.  Drew up quotes and payment plans.  But deny their part on not doing their job to satisfy a customer.  If I didn't make the viable effort why did their follow calls keep coming trough to why I did not make a purchase...someones lying here and its not me.  I'll pay for damage cost but not disposition fee.  Why would I file application if they refused to quote me for the Tuscon which I wanted.  They just want an easy out.  I understand the charge for the expense on car damage. But they are not a reputable or honest business organization if they do not waive the disposition fee.  If they want to sell cars that the customers wants they need to retrain their sales men.

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.
The first Letter of Guarantee had the wrong total compared to what my Insurance Company sent to them. They (HMF) have not resent any other Letters of Guarantee to my Insurance Company. HMF is giving us the run around about sending the 2nd LOG with the correct amount on it. ($11,217). After my Insurance Company receives this LOG, then they can send payment to HMF. I cannot understand why HMF will not fax the 2nd LOG. We have done our part. The longer they take to fax this LOG, they will not receive the loan difference from my GAP Protection. Please fax the LOG.....PLEASE!
Regards,
[redacted]

Hyundai Motor Finance (HMF) appreciates the customer’s response and the opportunity to again review their concern. Per our initial response, the customer’s account was updated accordingly after receiving the requested documentation regarding the spelling of her name. 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.  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, they 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.
There was never an allegation of fraud. The allegation is incompetence in record-keeping to match Hyundai's incompetence at customer service. I questioned an account on my credit report, as I was not aware there was a balance remaining. HYUNDAI responded by sending me a letter explaining what vehicle it was, and where it was purchased. What Hyundai sent me did not have anything to do with the vehicle loan on my credit reports. Maybe THEY made an error, which is what I have been trying to resolve. After ignoring several attempts I made to resolve this, Hyundai sent (with no other explanation or documentation) a bill of sale for a different vehicle from a different dealership. This one may actually be from a purchase of mine, but there was still no documentation of how they have decided I owe them $186.15. Bear in mind, I have begged to pay. I offered to pay as part of this complaint. Hyundai does not seem to want the money, so I am not sure what they want? I will not allege fraud and have my credit files tainted with such a complaint. That would be a huge red flag in my files. The balance Hyundai is reporting but refuses to collect is bad enough. I will not make it worse simply to make it easy on them. My next options will be to file complaints with the CFPB, the Attorneys General of California (where Hyundai is located) and Pennsylvania (where the alleged purchases occurred). I will also retain the services of a consumer attorney to seek all damages I may be entitled to under the FCRA. Or, Hyundai can remove this account from my credit files immediately and can send me a detailed invoice for the $186.15 which as I have said a dozen times, I WILL PAY!
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.
In researching the customer’s concerns, a credit dispute was recently received...

and upon reviewing the accounts in question, an update was sent to the bureaus to reflect all payments as being made on time.  Today, we pulled a bull’s-eye report of what each credit bureau ([redacted]) is reflecting for her payment history on both accounts and found than none are showing a 30 day past due mark nor any other negative mark as indicated in her complaint.
Should the customer wish to terminate her lease early, she would be subject to the Early Termination Liability portion of her contract.
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. 
Should the customer require any additional assistance, she may contact a Customer Service supervisor at [redacted] 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 lease agreement a disposition fee of $400.00 is due at lease...

termination if the customer chooses not to purchase the vehicle. HMF does have a loyalty program offering a waiver of the fee if the customer leases a new Hyundai and it is financed with HMF. As the customer indicated they did not lease a new Hyundai nor through HMF, the customer is liable for the disposition fee.
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.

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.
As required by the state of New Jersey, the customer was issued a notice of...

his Right to Obtain an Independent Appraisal via first class mail on 3/15/2016. HMF did not receive notice from the customer indicating his intent to obtain an independent appraisal within the allotted time frame. Per the notice provided to the customer, failing to notify HMF within the time allotted will determine the invoice to be final in binding.
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.

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 billed for the Early Termination fee of $400.00, per his...

contract.  He is also being billed for Excess Wear & Use and unpaid payments.  The total liability is $753.98. 
Our communication of this liability has been to the customer, not the Chevrolet dealership as our contract is not with them.
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 have contacted the complainant directly and confirmed that his concerns have been addressed and that his complaint is resolved. Should the complainant require any additional assistance, he may contact a Customer Service supervisor at 1-800-523-4030, Monday-Friday, 8AM-9PM EST.

We have reviewed the credit reporting for the account a second time and confirmed that it is 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.