Company's response below:In response to case ID [redacted] , I apologize for the lack of communication on our endWe had a miscommunication internallyMs [redacted] said she was going to withdraw her complaint with youWe were able to get her approved and she was able to keep her vehicle She said she was very happy and would relay that to youI guess she got distractedI guess that how things go sometimesWe were able to take care of the customer and that’s all that matters [redacted] Hyundai of Orange Park
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.]I am excepting the statement in order to move forward, I believe Mr Mortin did what he couldWe were better served at the competitor, and our payment is lessIn all this was a terrible learning experience for us! I hope our story helps others to be careful 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 Regards, [redacted] ***
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 Regards, [redacted]
When I got my Hyundai, during the negotiations, I asked for all my oil changes and tire rotations covered for 3 years. They agreed and we got the car. We dropped off the car on Saturday morning and asked for a oil change and tire rotation. The guy tried selling us a $350 package to have our oil changed, tires rotated, cabin and engine air filters replaced, battery terminals checked, and coolant flushed. The car only has 28,000 miles. I told him no and just give me the free oil change. He says ok and we leave. At this point our understanding is everything is free. There is a balance on the sheet we signed but it also indicated a coupon which we were told indicated the service is free. We were told by the advisor that the service would be free. I get a call a few hours later and he says he can't find a record of our free oil changes. I tell him to talk to sales and he says sure. I get another call 30 min later saying sales has no record. I tell him to stop all service and I will go so
I purchased a vehicle from this location back in I recently purchased a new Hyundai in Orlando in I reached out to Hyundai of Orange Park to refund my gap insurance For months they gave me the run around, Ignored my calls and emails and told me checks were comingThe general manager got involved about months in and still the issue wasn't resolvedIt ended with them telling me I didn't have gap insurance after months of dealing with themThen they sent me paperwork that clearly had someone else writing my signatureThe general manager said as a gesture for the months of inconvenience he would send me a gift card in which he never didHorrible dealership I highly recommend going to another HyundaiTheir customer service skills are her rendus and the general manager could care less about the customers
I took my car in to get it services and while it was being serviced I look at new vehiclesI decided to purchase a new vehicle but first I was going to pay for the service on the vehicle I was about to trade inThe salesman, Tarek, told me not to pay for the service because they would handle the payment due since I was not taking the car home and the store would be keeping it The owner of the company called me and I told him that his employee told me not to pay for itHe told me his employer was wrong and instead of fishing the problem he said I had to pay
This is a terrible business practice for someone to have by allowing their employees to lie to customers and the customers are the ones that pay for it
Paperwork was fraudulently done stateing car had miles car had on deliveryWe were honest with finance company, they sent it back to dealer for a different with miles on itWhen loan company didn't approve loan for that vechicle due to high mileage, they cancelled the dealThey lied to us saying the finance company denied us, but they just wanted us in a vehicle with the miles that they put on the contract
When I got my Hyundai, during the negotiations, I asked for all my oil changes and tire rotations covered for yearsThey agreed and we got the carWe dropped off the car on Saturday morning and asked for a oil change and tire rotationThe guy tried selling us a $package to have our oil changed, tires rotated, cabin and engine air filters replaced, battery terminals checked, and coolant flushedThe car only has 28,milesI told him no and just give me the free oil changeHe says ok and we leaveAt this point our understanding is everything is freeThere is a balance on the sheet we signed but it also indicated a coupon which we were told indicated the service is freeWe were told by the advisor that the service would be free
I get a call a few hours later and he says he can't find a record of our free oil changesI tell him to talk to sales and he says sureI get another call min later saying sales has no recordI tell him to stop all service and I will go so
Actually, we've rated Hyundai of Orange Park less than Star and here's why
My husband and I along with our children have purchased over cars at this establishment, the last three being Genesis and Eqquis At first, it appeared that their Customer Service Deoartment was Stellar, which accounts for the number of times that we returned to purchase additional vehicles The last three years however have been nightmarish Not only has their Customer Service fallen but their Service Department has too We have taken both of our Genesis back for servicing for the same issues (Electrical and Transmission) and were finally told that we'd have to take our issues directly to the Company (Hyundai) In other words, we have cars that don't work properly and they can't seem to be able to fix them
We are VERY disappointed considering the amount of business that we brought to them and feel that they have Dishonored our trust - so, we'll NEVER BE BACK!
Please note that Mitch Morton, our General Manager, did an outstanding job getting a new loan approved for this customer This case was a difficult challenge due to the credit issues We had an appointment scheduled on 7/29/to complete the new loan paperwork with the customer However, the customer did not keep the appointment and it is my understanding is they purchased a vehicle at another dealership Therefore, we now consider the matter closed Thank you
Mrand Mrs*** came to the dealership on 4/2/and stated
they had a check engine light on and were looking for some maintenance to be
done on their vehicle. *** ***
(service advisor), pulled up the vehicle history and informed the ***s that
his recommendation was to get
a 30K mile service completed on the vehicle
because, at 28,miles, the vehicle had only been serviced one time
Mr*** explained the 30K service to the ***s using the
Hyundai approved maintenance guides and provided them a price to complete the
service. At that time, Mr*** stated
that he was promised by someone in the sales department that he would
complimentary oil changes and tire rotations for the life of the vehicle. Mr*** acknowledged Mr***’s
declaration and subtracted the cost of the oil change and tire rotation from
the 30K mile maintenance package, presenting them with a final cost of $
+ tax
Mr*** states that Mrand Mrs*** spent some time
discussing whether they wanted to proceed with authorizing the work and finally
agreed to the maintenance. Mr***
finished the repair order, clearly delineated the original check engine light
concern, complimentary oil change/tire rotation, and the 30K maintenance with a
price quote of $+ tax (same price quoted earlier)
After going over the paperwork one last time, Mrs*** signed
the repair order authorizing the above mentioned repairs/service to be
completed. While the vehicle was being
serviced, Mr*** contacted the sales department to get a copy of the “we
owe” document for the ***s stating the “free oil changes and tire rotations
for the life of the vehicle”. As there
was nothing in the ***s file indicating this, Mr*** went a step further
to see if the ***s had purchased a Fidelity contract that would cover these
two mentioned items (oil changes and tire rotations). The ***s did not purchase a Fidelity
contract, leaving Mr*** to ask his direct supervisor what should be the
next course of action.
Mr*** was directed to ask the ***s if they could
produce any written documentation that would corroborate the description of
their “complimentary” items. The ***s
did not have anything indicating this, and were directed to the sales manager
to discuss it further. At that point,
Mr*** indicated that he did not want the oil change/tire rotation, but
those services were already completed on the vehicle
The on duty sales manager returned the keys to Mr*** upon
completion of all services listed on the repair order (which Mrs***
signed). Knowing that the documentation
for a free oil change and tire rotation could not be found, Mr*** opted
not to pay for any of the services rendered, leaving an unpaid balance on his
account of $
The General Manager attempted to meet Mr*** half way by not
charging for the oil change/tire rotation, but Mr*** did not agree to that
compromise. Mr***’s Executive
Assistant called and spoke to Mr*** on two separate occasions on 4/5/offering
the same compromise, as Mrs*** clearly signed her name authorizing repairs
and associated charges. Although no
documentation could be produced to show that his oil change and tire rotation
were free, we offered it again, but Mr*** refused to pay for the 30K
service his wife authorized via her signature
Mr*** also contacted Hyundai Consumer Affairs, but they
have closed the case citing our dealership having done everything we could to
make this right. Mr*** has
continued to call the dealership multiple times only asking for Mr*** to
the point that we have requested he no longer phone the dealership as his
repeated requests for Mr*** to “describe what his wife looks like” are harassing
and contradictory to good order
Mr*** has threatened to enter into small claims litigation
with the location. The facts remain:
Mrs
*** signed authorizing the 30K service repairMr./Mrs
*** has refused to pay for this serviceThe
vehicle is in the ***’s possessionThere
is a balance due of $for all services provided to the ***sJack
*** has agreed to cover the cost of the oil change and tire rotation on
good faith Signed
repair order is attached for reference
I purchased a *** *** *** from Hyundai of Orange ParkI completed all the paper and sign off on the deal that was given to me to pay a month and I also had the car in my possession for almost two weeks nowI get a phone call today March 21, saying that I needed to bring my car back because when the Bank called to verify everything "*** ***" that I told them that I wasn't making the amount that I really made*** gave me my date of my first payment in April 22, I don't understand because I have paystubs showing the amount made and was given to the *** ***smh I am so frustrated because they want me to bring them their car or pay higher for the car than what was agreedThis seems really unethical I've never heard of anything like this in my lifeI wanted my down payment for the car in my hand when I returned the car as I told them I wanted to bring the car inI didn't want to pay higher for the carI don't know what kind of stuff is going
Mr*** is a valued client and we sincerely appreciate the opportunity to address and rectify his concerns. Upon receiving the complaint, we conducted an investigation of his Mr***' claims and determined that there was a misunderstanding between our service and sales departmentAs a result, we agree that Mr*** should not have been charged for the service and have since reached out to him to inform him a refund in the full amount would be provided. If Mr*** has not yet received a refund check, I invite him to follwith myself at ###-###-#### and I will gladly check the status of his check and if needed, will personally get the check from our accounts payable department to ensure it is delivered in a timely manner.Once again, we appreciate the opportunity to address Mr*** concerns and sincerely apologize for the confusion on our end
Company's response below:In response to case ID [redacted], I apologize for the lack of communication on our end. We had a miscommunication internally. Ms. [redacted] said she was going to withdraw her complaint with you. We were able to get her approved and she was able to keep her vehicle....
She said she was very happy and would relay that to you. I guess she got distracted. I guess that how things go sometimes. We were able to take care of the customer and that’s all that matters. [redacted]Hyundai of Orange Park
A copy of the invoice is available when the balance owed is paid in full (minus the oil change and tire rotation).When the balance (minus the oil change and tire rotation) is paid, client's account balance will be zero.
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.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I am excepting the statement in order to move forward, I believe Mr Mortin did what he could. We were better served at the competitor, and our payment is 140.00 less. In all this was a terrible learning experience for us! I hope our story helps others to be careful.
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.
Regards,
[redacted]
[redacted] and [redacted] attempted to purchase a vehicle from Hyundai of Orange Park on July 6th, 2017. They had very challenged credit but we were able to secure a preliminary approval contingent upon successfully completing the funding process.We had to find a vehicle that would meet...
the criteria of the bank’s structured approval and we had a service loaner that met the parameters. It was disclosed to Mr. and Mrs. Lee that it was a service loaner and that it would have miles on it but at the time it was being loaned out to a service customer. They were contracted on the vehicle before the mileage had been updated. It was not intentional nor were we trying to misinform the bank.When trying to restructure an alternate vehicle to get a new approval, we were informed that [redacted] no longer qualified for a loan. [redacted] was specifically asked, prior to getting the preliminary approval, if he had any gaps in employment greater than 60 days and he said no. we repeated the question and informed him that if he did it would lead to a turn down of the approval. [redacted] misrepresented himself for the purpose of trying to obtain a loan and it was discovered by the lender during the verification process in funding.It is true that the car they were originally in would not qualify due to miles, but it was [redacted]’s misrepresentation on his credit application that caused him to lose the approval. If you have further question please don’t hesitate to contact [redacted], General Manager at Hyundai of Orange Park.
Company's response below:In response to case ID [redacted] , I apologize for the lack of communication on our endWe had a miscommunication internallyMs [redacted] said she was going to withdraw her complaint with youWe were able to get her approved and she was able to keep her vehicle She said she was very happy and would relay that to youI guess she got distractedI guess that how things go sometimesWe were able to take care of the customer and that’s all that matters [redacted] Hyundai of Orange Park
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.]I am excepting the statement in order to move forward, I believe Mr Mortin did what he couldWe were better served at the competitor, and our payment is lessIn all this was a terrible learning experience for us! I hope our story helps others to be careful 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 Regards, [redacted] ***
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 Regards, [redacted]
I have worked with the local dealership and the issue was resolved locally Regards, [redacted]
When I got my Hyundai, during the negotiations, I asked for all my oil changes and tire rotations covered for 3 years. They agreed and we got the car. We dropped off the car on Saturday morning and asked for a oil change and tire rotation. The guy tried selling us a $350 package to have our oil changed, tires rotated, cabin and engine air filters replaced, battery terminals checked, and coolant flushed. The car only has 28,000 miles. I told him no and just give me the free oil change. He says ok and we leave. At this point our understanding is everything is free. There is a balance on the sheet we signed but it also indicated a coupon which we were told indicated the service is free. We were told by the advisor that the service would be free. I get a call a few hours later and he says he can't find a record of our free oil changes. I tell him to talk to sales and he says sure. I get another call 30 min later saying sales has no record. I tell him to stop all service and I will go so
I purchased a vehicle from this location back in I recently purchased a new Hyundai in Orlando in I reached out to Hyundai of Orange Park to refund my gap insurance For months they gave me the run around, Ignored my calls and emails and told me checks were comingThe general manager got involved about months in and still the issue wasn't resolvedIt ended with them telling me I didn't have gap insurance after months of dealing with themThen they sent me paperwork that clearly had someone else writing my signatureThe general manager said as a gesture for the months of inconvenience he would send me a gift card in which he never didHorrible dealership I highly recommend going to another HyundaiTheir customer service skills are her rendus and the general manager could care less about the customers
I took my car in to get it services and while it was being serviced I look at new vehiclesI decided to purchase a new vehicle but first I was going to pay for the service on the vehicle I was about to trade inThe salesman, Tarek, told me not to pay for the service because they would handle the payment due since I was not taking the car home and the store would be keeping it The owner of the company called me and I told him that his employee told me not to pay for itHe told me his employer was wrong and instead of fishing the problem he said I had to pay
This is a terrible business practice for someone to have by allowing their employees to lie to customers and the customers are the ones that pay for it
Paperwork was fraudulently done stateing car had miles car had on deliveryWe were honest with finance company, they sent it back to dealer for a different with miles on itWhen loan company didn't approve loan for that vechicle due to high mileage, they cancelled the dealThey lied to us saying the finance company denied us, but they just wanted us in a vehicle with the miles that they put on the contract
When I got my Hyundai, during the negotiations, I asked for all my oil changes and tire rotations covered for yearsThey agreed and we got the carWe dropped off the car on Saturday morning and asked for a oil change and tire rotationThe guy tried selling us a $package to have our oil changed, tires rotated, cabin and engine air filters replaced, battery terminals checked, and coolant flushedThe car only has 28,milesI told him no and just give me the free oil changeHe says ok and we leaveAt this point our understanding is everything is freeThere is a balance on the sheet we signed but it also indicated a coupon which we were told indicated the service is freeWe were told by the advisor that the service would be free
I get a call a few hours later and he says he can't find a record of our free oil changesI tell him to talk to sales and he says sureI get another call min later saying sales has no recordI tell him to stop all service and I will go so
Actually, we've rated Hyundai of Orange Park less than Star and here's why
My husband and I along with our children have purchased over cars at this establishment, the last three being Genesis and Eqquis At first, it appeared that their Customer Service Deoartment was Stellar, which accounts for the number of times that we returned to purchase additional vehicles The last three years however have been nightmarish Not only has their Customer Service fallen but their Service Department has too We have taken both of our Genesis back for servicing for the same issues (Electrical and Transmission) and were finally told that we'd have to take our issues directly to the Company (Hyundai) In other words, we have cars that don't work properly and they can't seem to be able to fix them
We are VERY disappointed considering the amount of business that we brought to them and feel that they have Dishonored our trust - so, we'll NEVER BE BACK!
Please note that Mitch Morton, our General Manager, did an outstanding job getting a new loan approved for this customer This case was a difficult challenge due to the credit issues We had an appointment scheduled on 7/29/to complete the new loan paperwork with the customer However, the customer did not keep the appointment and it is my understanding is they purchased a vehicle at another dealership Therefore, we now consider the matter closed Thank you
Mrand Mrs*** came to the dealership on 4/2/and stated
they had a check engine light on and were looking for some maintenance to be
done on their vehicle. *** ***
(service advisor), pulled up the vehicle history and informed the ***s that
his recommendation was to get
a 30K mile service completed on the vehicle
because, at 28,miles, the vehicle had only been serviced one time
Mr*** explained the 30K service to the ***s using the
Hyundai approved maintenance guides and provided them a price to complete the
service. At that time, Mr*** stated
that he was promised by someone in the sales department that he would
complimentary oil changes and tire rotations for the life of the vehicle. Mr*** acknowledged Mr***’s
declaration and subtracted the cost of the oil change and tire rotation from
the 30K mile maintenance package, presenting them with a final cost of $
+ tax
Mr*** states that Mrand Mrs*** spent some time
discussing whether they wanted to proceed with authorizing the work and finally
agreed to the maintenance. Mr***
finished the repair order, clearly delineated the original check engine light
concern, complimentary oil change/tire rotation, and the 30K maintenance with a
price quote of $+ tax (same price quoted earlier)
After going over the paperwork one last time, Mrs*** signed
the repair order authorizing the above mentioned repairs/service to be
completed. While the vehicle was being
serviced, Mr*** contacted the sales department to get a copy of the “we
owe” document for the ***s stating the “free oil changes and tire rotations
for the life of the vehicle”. As there
was nothing in the ***s file indicating this, Mr*** went a step further
to see if the ***s had purchased a Fidelity contract that would cover these
two mentioned items (oil changes and tire rotations). The ***s did not purchase a Fidelity
contract, leaving Mr*** to ask his direct supervisor what should be the
next course of action.
Mr*** was directed to ask the ***s if they could
produce any written documentation that would corroborate the description of
their “complimentary” items. The ***s
did not have anything indicating this, and were directed to the sales manager
to discuss it further. At that point,
Mr*** indicated that he did not want the oil change/tire rotation, but
those services were already completed on the vehicle
The on duty sales manager returned the keys to Mr*** upon
completion of all services listed on the repair order (which Mrs***
signed). Knowing that the documentation
for a free oil change and tire rotation could not be found, Mr*** opted
not to pay for any of the services rendered, leaving an unpaid balance on his
account of $
The General Manager attempted to meet Mr*** half way by not
charging for the oil change/tire rotation, but Mr*** did not agree to that
compromise. Mr***’s Executive
Assistant called and spoke to Mr*** on two separate occasions on 4/5/offering
the same compromise, as Mrs*** clearly signed her name authorizing repairs
and associated charges. Although no
documentation could be produced to show that his oil change and tire rotation
were free, we offered it again, but Mr*** refused to pay for the 30K
service his wife authorized via her signature
Mr*** also contacted Hyundai Consumer Affairs, but they
have closed the case citing our dealership having done everything we could to
make this right. Mr*** has
continued to call the dealership multiple times only asking for Mr*** to
the point that we have requested he no longer phone the dealership as his
repeated requests for Mr*** to “describe what his wife looks like” are harassing
and contradictory to good order
Mr*** has threatened to enter into small claims litigation
with the location. The facts remain:
Mrs
*** signed authorizing the 30K service repairMr./Mrs
*** has refused to pay for this serviceThe
vehicle is in the ***’s possessionThere
is a balance due of $for all services provided to the ***sJack
*** has agreed to cover the cost of the oil change and tire rotation on
good faith Signed
repair order is attached for reference
I purchased a *** *** *** from Hyundai of Orange ParkI completed all the paper and sign off on the deal that was given to me to pay a month and I also had the car in my possession for almost two weeks nowI get a phone call today March 21, saying that I needed to bring my car back because when the Bank called to verify everything "*** ***" that I told them that I wasn't making the amount that I really made*** gave me my date of my first payment in April 22, I don't understand because I have paystubs showing the amount made and was given to the *** ***smh I am so frustrated because they want me to bring them their car or pay higher for the car than what was agreedThis seems really unethical I've never heard of anything like this in my lifeI wanted my down payment for the car in my hand when I returned the car as I told them I wanted to bring the car inI didn't want to pay higher for the carI don't know what kind of stuff is going
Mr*** is a valued client and we sincerely appreciate the opportunity to address and rectify his concerns. Upon receiving the complaint, we conducted an investigation of his Mr***' claims and determined that there was a misunderstanding between our service and sales departmentAs a result, we agree that Mr*** should not have been charged for the service and have since reached out to him to inform him a refund in the full amount would be provided. If Mr*** has not yet received a refund check, I invite him to follwith myself at ###-###-#### and I will gladly check the status of his check and if needed, will personally get the check from our accounts payable department to ensure it is delivered in a timely manner.Once again, we appreciate the opportunity to address Mr*** concerns and sincerely apologize for the confusion on our end
Company's response below:In response to case ID [redacted], I apologize for the lack of communication on our end. We had a miscommunication internally. Ms. [redacted] said she was going to withdraw her complaint with you. We were able to get her approved and she was able to keep her vehicle....
She said she was very happy and would relay that to you. I guess she got distracted. I guess that how things go sometimes. We were able to take care of the customer and that’s all that matters. [redacted]Hyundai of Orange Park
A copy of the invoice is available when the balance owed is paid in full (minus the oil change and tire rotation).When the balance (minus the oil change and tire rotation) is paid, client's account balance will be zero.
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.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I am excepting the statement in order to move forward, I believe Mr Mortin did what he could. We were better served at the competitor, and our payment is 140.00 less. In all this was a terrible learning experience for us! I hope our story helps others to be careful.
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.
Regards,
[redacted]
[redacted] and [redacted] attempted to purchase a vehicle from Hyundai of Orange Park on July 6th, 2017. They had very challenged credit but we were able to secure a preliminary approval contingent upon successfully completing the funding process.We had to find a vehicle that would meet...
the criteria of the bank’s structured approval and we had a service loaner that met the parameters. It was disclosed to Mr. and Mrs. Lee that it was a service loaner and that it would have miles on it but at the time it was being loaned out to a service customer. They were contracted on the vehicle before the mileage had been updated. It was not intentional nor were we trying to misinform the bank.When trying to restructure an alternate vehicle to get a new approval, we were informed that [redacted] no longer qualified for a loan. [redacted] was specifically asked, prior to getting the preliminary approval, if he had any gaps in employment greater than 60 days and he said no. we repeated the question and informed him that if he did it would lead to a turn down of the approval. [redacted] misrepresented himself for the purpose of trying to obtain a loan and it was discovered by the lender during the verification process in funding.It is true that the car they were originally in would not qualify due to miles, but it was [redacted]’s misrepresentation on his credit application that caused him to lose the approval. If you have further question please don’t hesitate to contact [redacted], General Manager at Hyundai of Orange Park.
I have worked with the local dealership and the issue was resolved locally.
Regards,
[redacted]