Hyundai of Hot Springs, LLC

Here is email sent on 5/26 5/26/16 Subject: [redacted]  Revdex.com Complaint ID:           [redacted]   Dear [redacted], I am the assistant to the VP of Sales of our company and was asked by him to follow up on your complaint and make sure it...

is resolved in a satisfactory manner. I tried calling the phone number listed by Revdex.com on your complaint ([redacted] and was advised it was not a working #.  We apologize for the confusion with your part. I have personally researched this matter and was advised that your parts were definitely shipped and according to our customer service director, [redacted] that you should have received them by now. The issue with tracking this shipment is a problem we have discovered with USPS, unless shipment is overnight, they will not take responsibility for the reliability of their tracking #’s and often the mail carrier fails to scan the item leaving the # invalid in the system while in fact it is on route. Please confirm that you have in fact received these parts and a phone # you can be reached at as I would like to personally make sure your satisfaction on this matter is complete.   [redacted]     [redacted]
[redacted]

Regarding customer complaint # [redacted], we have made two attempts, both phone message and email to the customer, [redacted] on 10/23 and have not gotten any response back to date.Typically our company policy is to provide parts only which were all sent, but in consideration of the mistake of UPS...

vs Fed ex delaying the part shipment, we have offered a gift card as well. FYI the complaint states that no response was made from Sept 16th until Oct 13th when in fact we have documented proof that since her husband contacted us just a couple of days later on Saturday September 19th, we in fact responded on the very next business day Monday Sept 21st. And that parts were sent out on Sept 24th. Unfortunately, a mix up with UPS and Fed Ex was made and we apologized on Oct 1st and corrected that mistake on Oct 3rd. It is our understanding the customer to date has received all requested parts and in addition, in recognition of this error we have offered a compensation of a$25 gift card.Please see below.  Dear [redacted],               Tried to reach you by phone on Friday, 10/23. I would like to apologize for the aggravation you and your husband had to go through regarding one of our products and the delay in resolving it.Going forward, I will personally make sure any such issues will be handled in a more expedient manner.Please accept an Amazon gift certificate for the amount of $25.00 as compensationPlease confirm that you accept this as final resolution of this issue so we can reach closure on this matter. Upon receipt of your confirmation we will order the gift card through amazon website for you (will arrive via email, please confirm proper spelling of name you wish to be printed on gift card and email address to send to). We will forward this information to the Revdex.com referencing your case #[redacted]. They will likely contact you to confirm that your complaint has been resolved to your satisfaction.   Thank you for your feedback. It will be used as a learning tool to help improve our products and marketing materials in the future so others will benefit as a result.  Sincerely,

Product out of warranty period, offered part for free only charge shipping $25.Customer unhappy with this.DOM agreed as a good will gesture to replace entire porta crib at no charge including shipping.Asked customer to destroy original and send pictures. Which customer agreed as fair and acceptable...

resolution.Received pictures of destroyed crib 10/29/15Shipped free replacement crib on 10/30/15 and notified customer of this with below email including UPS tracking #.Company has satisfied customer complaint. Dear [redacted],I just received your pictures thank you. your tracking is [redacted]8. this will ship with ups today,.

The customer purchased a low performing crib.  The crib arrived to the customer damaged and since the customer was in warranty with the retailer we asked the customer to return to the retailer for a full refund.  This item was and is out of stock and we have no replaceable parts for this...

item.  This further added due cause for the customer to return the crib though trough her own choice she did not want to do so. We  In a show of good faith we have chosen to replace the damaged crib with an entirely new crib and waive the shipping fees usually charged for this endeavor. We sincerely apologize to the customer for the inconvenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

While the customer may reject,  the head of production, head of customer service and the staff deemed them the correct parts. If the customer feels that they are still not correct there is very little to accomplish.

This was an internal mistake and miscommunication.  Consumer will be contacted today to rectify.  The crib does convert into a toddler bed.We are extremely sorry for the relaying of inaccurate information.