Hyundai of Kirkland

To whom this may concern: Hyundai of Kirkland is very sorry for the misunderstanding We are willing to refund the cost of the warranty which is $1,which includes the $SEC ETCH and the warranty of $plus tax We are not able to refund the additional $because that is the cost of the processing fee that dealership charges all customers Hyundai of Kirkland is working with Mr [redacted] to ensure he is happy with the outcome We are also working with staff to be transparent with our chargesMy name is Randi Johnson and I am the Customer Relations Manager I am looking forward to speaking with you 425-821- Randi J [redacted] Customer Relations ManagerFord Hyundai of [email protected] (425)x***FAX (425)CONFIDENTIALITY NOTICE

Mrs [redacted] purchased her Prius in February of with 149,miles on the vehicle and filed her complaint in November of 2015, nine months later, with unknown additional miles At the time of sale, Mrs [redacted] was encouraged to purchase an extended warranty at time of sale, which she declined We also offer the opportunity for any used car buyer to take their car to a third party mechanic, including the manufacturer of the vehicle if it is not a make we represent, before purchase Our used vehicles go through a multipoint inspection before they are sold and the vehicle’s battery was in sound condition at the time of purchase, given the high mileage Since the warranty was declined, in writing, and the vehicle was purchased as-is, we can offer a replacement battery at our cost, which would be several hundred less than the $3,If this solution is satisfactory, please contact our Business Development Manager Kristen H [redacted] at [redacted] make these arrangements

Complaint: [redacted] I am rejecting this response because:I informed Randdi that the final cost of the repair on the transmission will be somewhere in the $to $range, and that I would not know the true cost until the repair is completed, hopefully some time this weekI told her that I would be bringing all of the paperwork related to the repair out to her as soon as I receive itThe dollar amount I detailed in my original complaint was for an attempted repair by another transmission shop that was not successful, which I did not know when I filed the original complaintI will have a discussion with the original shop after the repair is completed about what they plan to do to "make things right.I will be asking Randdi to at least split the cost of the repair work that is being done now Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I don't think they understand my point.I have already filed an appeal and it was deniedMy warranty does cover electrical in natureWhat about the fact that your employees give information customer to customer which resulted in damaged and they have to take 100% of the responsibility.What about Hyundai Kirkland? Do they not believe that company has to take some responsibility?60% of cost was labor!! Sincerely, [redacted] ***

The automotive business is a bit different than othersWe charge labor based on a flat rate system, if we charged straight time for all jobs the result would be that every job would take more time and be more expensive, resulting from the lack of motivation to get the job done quickly We quote the cost prior to doing the jobWe know the customer goes in “eyes wide open” It is true that independent auto repair shops charge less but also use aftermarket parts, and employee non factory trained techs In this case we attempted to take as little of the customers time as possible, only to have a less than positive outcome

Complaint: [redacted] I am rejecting this response because:Yes, the alternator could cover.(last message your response was my warranty were not covered!)When I had meeting with Service Manager(T O) and J H, I asked him "Why did you say I just needed an invoice to mail on the phone when you gave me the estimate?" then he said "I don't remember what I said....T O, you heard that too.Now your saying I just notified my Extended warranty when I picked up the car?Your lying.I have all the email's, every time your response was different.I will see you at the court Sincerely, [redacted] ***

Mr [redacted] , When you came to our service department you had lined your wheel with tape, concealing the damage underneath Our technician noticed the damage before he started to install the new tire Tom O [redacted] advised you that morning that we would not be replacing the tire, as we had not damaged it When you came to pick up your vehicle you called the police and reported that Tom was being threatening, making racist remarks, and that we had damaged your property None of these things were true, as all the other employees and customers who overheard the conversation will also attest to The spectacle that was caused by involving the police and being generally belligerent made it impossible for us to provide the high level of customer service we hold ourselves to for the other patrons that were present Because of this, Tom asked you to leave and not to return We stand behind that position Kristen H***Business Development ManagerFord-Hyundai of Kirkland Kristen H [redacted] Business Development Manager Tell us why here

Complaint: [redacted] I am rejecting this response because: we have already received a quote for a battery from Hyundai of Kirkland and it is the same cost as anywhere elseUnless they can offer us something less expensive than $before taxes, there is no point They should also check their facts before replyingWe were discouraged from purchasing a warrantyWe were also never informed that we could take the car for a third party inspectionIf the dealership can provide us with the reading from the battery from the inspection, we may reevaluate our claimI find it hard to believe that the battery was in "good" condition, considering the issues we had immediately after purchasing, if they missed something as simple as a nail in a tireThe battery was still under warranty when we purchased the vehicle -- a replacement would have come at no cost to the dealership Sincerely, [redacted] ***

Hello, We have attempted to reach Ms [redacted] via phone and email to no avail Hyundai has offered to split the cost of the repair 50/with the customer, and we would be happy to preform the repair at our facility We look forward to hearing from Ms [redacted] and hopefully resolving her complaint Thank you, Kristen H [redacted] Business Development Manager

Complaint: [redacted] I am rejecting this response because:The response from the business is a lie and bears a defamatory nature.Sincerely, [redacted]

We are sorry we have not met this customer's expectations, we strive to do this with each and every saleWe have attempted to contact Mr *** recently with no success.
We would gladly install the bumper protectorWe can schedule an appointment for the customer to come in for the install
or send a tech to his home or business if it would be more convenient.
If Mr *** would rather have a refund the cost of the bumper protector is $and we would offer double that in an attempt to apologize for our lapse in failing to affect the install
We await Mr ***'s response and sincerely apologize for the inconvenience
Thank you,
Kristen H***
Business Development Manager
Ford-Hyundai of Kirkland

Complaint: ***I am rejecting this response because:
The dealership is again refusing to take any responsibility for the actions of its employee. Whether by mistake, through negligence, or by intention, the dealership's employee made a mistake when discussing the service contract. The information I provided should have been sufficient to cause the employee to reconsider his advice. Further, the dealership has refused to simply do the right thing and take proper care of a customer. By passing responsibility to the contract provider, I am ultimately left with no solution to my problem. So in the end Hyundai, the dealership, and the service contract provider all came out ahead and I was taken advantage of
Unfortunately, the dealership response does not address my concerns or help me to resolve my problem. For example, as I noted in my email, I have contacted the dealership numerous times to request some sort of compensation or assistance - they have been very polite, but have ultimately done little more than pass the responsibility to the contract provider. They have steadfastly refused to accept any responsibility for their employee and the way that the employee represented the agreement and provided his advice during our discussions. Therefore, continuing to contact the dealership is nothing more than a further waste of my time.I have now contacted Hyundai and the dealership; neither party seems interested in maintaining good will with a consumer who is actively looking to purchase a new car. Further, they continue to avoid taking any responsibility for a service they provided and encouraged me to purchase. In addition, by continuing to avoid taking any responsibility, they have effectively prevented me from obtaining a satisfactory conclusion to this problem. The dealership has passed all responsibility to the company that provided the service contract - this does me no good because the service contract provider has already issued a partial refund and I am seeking a fairer one. So the end result is that I paid a large amount of money for services I will never be able to use, and the dealership and Hyundai don't really care to do anything about it. I now regret purchasing my car from the dealer, and have strong concerns about Hyundai dealers in general.Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me if my credit is not affected by the collectionSincerely, *** ***

To whom this may concern: Hyundai of Kirkland worked very hard to come to a resolution with *** ***. Unfortunately, the repairs were electrical in nature and were not covered by the after-market warranty that was sold to *** *** by *** *** ** ***. *** ***, our employee
who worked with *** ***, is a very experienced employee who is well versed on these contractsHe attempted to get the warranty company and HMA to cover the costs and unfortunately, the request was declined twice. We did let her know that the warranty company said she could petition them for an exemption. My name is *** *** and I am the Customer Relations Manager at Hyundai of Kirkland. I can be reached at *** and would be happy to help *** *** submit her petition to both companiesPlease feel free to contact me with questionsThank you and best regards, *** ***Customer Relations ManagerHyundai of Kirkland

Complaint: ***I am rejecting this response because: I was offered a credit from your a representative from your companyAnd have yet to receive it$for labor is ridiculousAll that was done was a systems check and a few filters replaced.Sincerely,*** ***

To whom it may concern: Hyundai of Kirkland is very sorry for the delayed response to Mr***. His car is currently located at AccuTransmission in Burien and we working with him to come to agreement that works for both partiesWe have agreed to pay the $he is
requesting and will continue to be in communication with him while his car in in the shop My name is Randi J*** and I am the Customer Relations Manager at Hyundai of KirklandPlease contact me with any questions you may have Thank you and best regards, Randi Randi J*** Customer Relations Manager Ford Hyundai of Kirkland *** ***@fordofkirkland.com

Mr*** came in to our dealership looking at our Genesis models. When we could not agree on a price, we parted ways amicably. Two days later someone in our office keyed in a service loaner (which is a Genesis model) so that we can track it internally. She did not realize that
our online inventory pulls its data from the system she entered the Genesis into (at cost from factory) and it was then pushed to our website and all applicable rebates were added. The rebates are supposed to apply against MSRP, not cost, plus the vehicle was not actually for saleIt was a service loaner. This was simply human error. Mr*** called in and spoke to a fairly new sales representative, who told him to come down and look at the Genesis, not realizing the error. Luckily our Sales Manager was notified that the customer was going to come in, and he figured out the mistake, corrected it internally and on our websiteHe also called Mr*** before he came all the way back to the dealership and explained the mistake to him. We apologized profusely for the mistake and miscommunication. As a customer service gesture, we offered to buy him a tank of gas, since he had previously driven in to the dealership and we were unable to come to a deal. At that point Mr*** hung up on the sales manager
Again, we would like to apologize for our error and for any inconvenience caused
Thanks,
Kristen H***
Business Development Manager
Ford-Hyundai of Kirkland

Unfortunately, we disagree with *** *** rejection. Our service department works very hard to provide the best, most accurate customer service as possible. The vehicle was towed in to our shop in a non-roadworthy conditionAs requested by the customer, we diagnosed the issue successfully and completed the repair which included replacement of the battery and alternatorThe battery would not be covered under the warranty because it is a “wear item.” The real issue lies squarely with the inflexibility with the aftermarket warranty company and the policy was not mentioned until the customer came in to pick up the vehicleWe would like to offer our services to help petition the company one more time with a certified letter from our Service Director explaining the circumstances behind this claimWe hope the customer will find this solution satisfactoryMy name is *** *** and I am Customer Relations Manager at Hyundai of Kirkland. I am available to discuss this anytime Thank you, *** *** Customer Relations Manager Hyundai of Kirkland

Thank you for bringing this matter to our attention. The finance manager from this deal has been in contact with Hyundai Motor Finance (HMF) and
we were informed that this account is being corrected and collection agency efforts will stopPer my internal team, the balance will be
zero. HMF is
under the impression this will not show on Mr***'s credit, so we consider the matter resolved. HMF should be contacted with any further
questions
Thank you,
Kristen H***
Business Development Manager

Hello, We stand behind our position and our Service Manager, Tom O***. Thank you, Kristen H***Ford Hyundai of Kirkland