Key Hyundai of Milford

Concerning the Nissan Versa that J [redacted] purchased from us on 6/02/2016, currently the car is in proper working order [redacted] purchased the car with 33,miles, over the course of one year and months she traveled 38,milesShe sporadically maintained the vehicle with us during that timeOn 8/3/at 72,miles [redacted] returned to us with a concern about the transmission in her vehicleThe issue was diagnosed and it was discovered that the transmission needed replacingHer warranty covered the cost of the replacement unit and laborAfter the transmission service was completed, it was discovered a vacuum hose came undone, we promptly repaired the issuePer the warranty contract signed by [redacted] ***, she is responsible for paying a $deductibleKey Hyundai provided [redacted] with a loaner vehicle while her car was in for repairsConcerning [redacted] ***'s ability to purchase a different vehicle, Key Hyundai has tried to work with [redacted] on this situationHer desire to keep the same monthly payments can be met with a larger down payment [redacted] has accrued 38,miles in a little over on year of use on her [redacted] This is over double the national average for yearly mileageAccruing so many miles in one years time directly effects her vehicles valueOptions available to customers in this situation are 1) Provide enough down payment to bring the total dollar amount financed down to an amount that would render a monthly payment similar to the one on their current vehicle2) In lieu of any additional down payment the customer can consider purchasing a new car that has rebate incentives from the factoryIn [redacted] ***'s case option won't yield a lower down payment as new cars are significantly more expensive than the purchase amount of her current vehicleOur service department is always open to helping [redacted] maintain her vehicleWe have deemed it to be safe and reliable, and we will continue to be here for her should she chose to continue servicing with Key Hyundai

Thank you for allowing us an opportunity to respond to [redacted] complaintThe following is a response from our Director of Fixed Operations, Chuck D [redacted] who [redacted] referenced in her complaint" [redacted] was very angry on the phone and in personIn addition to the current concern on the vehicle she kept recalling the previous issues with the vehicleThe Service Manager and Used Car Director have both been involved with her and her vehicle to help her get satisfactionThe issues previously brought to our attention have all be resolved at no cost to [redacted] When I got involved I agreed to meet personally with her to try to help her with her rust spot concernI arranged for the General Sales Manager and Used Car Director to all be involved when she arrived to meet with meShe was hostile and angry from the moment I tried to speak with herWhen she showed me the rust spots on the vehicle I could easily tell they were something on the surface of the paint, I’m not sure exactly what they were (perhaps sap or something from a tree) and they were easily removed with a fingernailI tried to explain to her what it was and she became more angryI offered to wash and buff the hood to show her it wasn’t rustThat’s when she accused me of not trusting our dealership and “not knowing why I even bothered to come down here.” At that point she took her keys and left."

Thank you for allowing us the opportunity to respondKey Hyundai has agreed to return the customers down payment and cancel the [redacted] contractWe are currently working with the customer and it should be closed shortlyThank you

Thank you for the opportunity to reply to [redacted] concernWhile we understand his concern, we do not have the ability to alter the warranty on his vehicleThe vehicle has only been to our facility once to have two recalls completed in The warranty on his Catalytic Converter is Federally Set at years or 80,miles whichever comes firstUnfortunately the warranty has expired on mileage and the repair would now be the customer’s responsibilityIf we can be of any further assistance, please do not hesitate to reach out to usThank you

M [redacted] came into Key Hyundai on 7/14/They purchased a [redacted] (rear wheel drive)The [redacted] was $43,with a discount of $7,giving them a purchase price of $35,They were given a proper walk around on the vehicle and showed all the features and benefitsMr [redacted] came into our dealership 8/26/and stated he was told he had an [redacted] Genesis [redacted] our Sales Manager explained to him that his car wasn’t all wheel drive and that it was never represented that way in no kind of wayMr [redacted] wanted to change his Hyundai Genesis RWD to a [redacted] The only way to help him in this situation is to trade the current vehicle inWe explained to him his options and also offered to buy him snow tires as well out of goodwillMrand Mrs [redacted] declined my offer [redacted] General Sales Manager [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 Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Your staff needs proper training on how to speak with customers who basically because of them there job positions exist and your companyAlso, please pull up to see if I was quoted a discounted price on the tires because that is and the manager/whomever I spoke with on the phone did not provide me with any type of discounted tire pricingBecause of the lack of inconsistency among your employees and lack of customer service I went to another location paid full price at that tire location where there warranty covers my tires for minor wear and tear even if service is not being done at that one locationIt's nice not going to a location where everyone wants your money and refuses to assistPlease pull up the terms and conditions under the tire bullet point' it does not say work has to be done at the location in order for replacement tires under that paragraphI also have the receipt in my possession When I purchased the tires in the representative himself told the information as I do not need work to be done at your locationIn the future it may be best for all your employees to be on the same page Sincerely, [redacted]

To Whom It May Concern,My name is ***, and I'm the Business/Finance Manager at Key [redacted] of Milford As [redacted] stated, I dealt with her from A-Z I had the pleasure to work with her and her friend I was actually surprised when I saw this email come throughI thought we had a good relationship and everything said was done completely to the best of my knowledge I feel as though I never forced [redacted] into signing a deal, especially since she came in looking to get out of her lease [redacted] came in to the dealership asking us for help on how we could get her out of her current lease due to her mileage getting closer to an end I gave her multiple options on terms, money down, etc, and gave her plenty of time to make her own decision She wanted to be closer to her payment as on her previous lease of $274, so I gave her the best option on a lease to get her as close as possible to her payment, which was a tough number to reach based on her negative equity of [redacted] I took the time to explain to her how she would get rid of any negative equity going into a lease based on her budget The best option was to get her in to another lease, and she agreed to it, after consulting with her friend [redacted] had plenty of time to accept or decline our offer, and she accepted Speaking of profits, we made $on this deal, just to make it happen for her, so I definitely was not so eager to make a profit, neither was it my job to sell her a car, but I wanted to pay close attention to this customer based on her situation, and provide her with the best service, and figure out the best solution for her At this time, we believe we have helped [redacted] immensely get out of an undesired situation she was facingI even saw her the next day, went over to thank her again and made sure everything was okay, and she was satisfied according to what she told meThank you for allowing us the opportunity to respondThank you

Complaint: [redacted] I am rejecting this response because:Despite [redacted] of Milford now stating that they never told us that our car was all wheel drive We have heard repeatedly from several of their associates that our car was all wheel drive at the time of purchase and after the factThe day of purchase Scott informed us that it was all wheel driveWe looked at several cars that evening and rejected one in particular a red genesis coupes that we were told we could get a great deal on by stating that rear wheel drive would not be safe where we lived in the winterWhy would we then turn around and buy a different genesis I'm rear wheel driveWe stated several times that there was no way we could do rear wheel driveWe were rushed into buying this carWere told we had to take it off the lot the next day and could not wait till MondayWe actually drove it home that very dayNot only that but when we called to confirm what car we bought your receptionist stated that ALL NEW Genesis' are all wheel driveWe bought a new GenesisThen Scott answered my phone and recognized my husband as the guy that bought the all wheel drive genesis demoThere was clear representation when we asked about the car, and every time after until we did the researchYou said so your self you weren't there so how sure are you that your employee isn't lying to you like he did to usWhat your establishment did was unsafe, unprofessional and deceitfulSnow tires cannot fix thisWe want what we were told we bought Sincerely, Johanna [redacted]

To Whom It May Concern,Thank you for allowing us the opportunity to respond to Ms***'s complaintWe would first like to apologize to Ms***, as she is correctShe was suppose to be issued a $check as she had the required card for thisWe will be issuing her a $check via the ***We have also informed all management and sales employees that anytime one of these cards are presented, we must honor them Thank you again and we apologize for any inconvenience this may have caused

Thank you for allowing us the opportunity to respondOur Used Car Director has been in contact with [redacted] She is still interested it keeping her vehicle and does NOT want a [redacted] She really likes the [redacted] He has offered to reimburse her for the tow and for the cost of the [redacted] reportOnce she provides him with the invoice for the toll he will get her check request completed as wellOur manager has agreed to remain in contact with her and follow through on her concernsIf there is anything further we need to do, please let us knowThank you

Complaint: [redacted] I am rejecting this response because: I still feel I was taken advantage ofI do not like that I have had to draw this out, but the entire experience has made me sick with worry looking at a car that I clearly didn't want from the startI stated many times that I wanted a different colorWith a lease, I am supposed to have optionsIt's not like buying a clunker and that is what you getI still feel it was handled poorlyI know that I am a relatively passive person, which is why they felt that they could do what was doneHe hasn't apologized for his behavior or for other ways I was handled there eitherI only said I was fine the next day so that he didn't say much to meI do not like confrontationI wanted the whole thing to be overI really wished I had walked out that first day Sincerely, [redacted]

Our Finance Manager has reached out to [redacted] and we are awaiting a response

To Whom It May Concern, Thank you for forwarding [redacted] compliant and giving us a chance to respondUnfortunately we can’t always see eye to eye with a customer, and we appreciate the willingness of the Revdex.com to hear both parties.>With regard to [redacted] complaintHis issue is with our Drive Worry Free Customer rewards programThe program provides customers with the ability to earn free tires, a free battery, and a free engine guarantee provided they perform all of their maintenance service with usUnfortunately, [redacted] , as by his own admission in his complaint, does not perform his service with us and is therefore not entitled to the benefits that go along with it As part of a goodwill effort to attempt to satisfy [redacted] we offered him the tires his vehicle needs at a discounted price, but he refused, insisting he was entitled to the free ones Thank you again for giving us the opportunity to respond to this complaint Sincerely, [redacted]

M** *** *** *** came into Key Hyundai on 7/14/They purchased a *** *** *** *** *** (rear wheel drive)The *** was $43,with a discount of $7,giving them a purchase price of $35,They were given a proper walk around on the vehicle and showed all the features and
benefitsMr*** came into our dealership 8/26/and stated he was told he had an *** *** Genesis*** our Sales Manager explained to him that his car wasn’t all wheel drive and that it was never represented that way in no kind of wayMr*** wanted to change his Hyundai Genesis RWD to a *** *** *** The only way to help him in this situation is to trade the current vehicle inWe explained to him his options and also offered to buy him snow tires as well out of goodwillMrand Mrs*** declined my offer*** *** *** *** ** *** General Sales Manager *** *** ***

Thank you for the opportunity to reply to *** ***
concernWhile we understand his concern, we do not have the ability to alter the
warranty on his vehicleThe vehicle has only been to our facility once to have
two recalls completed in The
warranty on his Catalytic Converter is
Federally Set at years or 80,miles whichever comes
firstUnfortunately the warranty has expired on mileage and the repair would
now be the customer’s responsibilityIf we can be of any further assistance, please do not hesitate to reach out to usThank you

Thank you for allowing up the opportunity to respondOur
Sales Manager has responded as follows:
Mrs. *** was sitting at the center table of the
dealership yelling at Alan about the loaner car not having a full tank of gas
At this point, she stated she was going to be taking the
loaner vehicle to
***This is when I intervened in the conversation
I let her know I had to call the GSM to make sure that he knew she was taking
the loaner car to ***When I went into the office she was in the middle
of the showroom degrading the dealershipAfter speaking with Maurice I came
back out and let her know that I wouldn't be able to let her take the car to
***At this point she started screaming and swearing that she came here
for an oil change and we didn't do anything for her (in a very explicit manor)
She then stated that I need to fill up her (bleeping) tank with gasI said
that I would not fill up her gas tankI tried to speak with her and explain
that I do apologize that no one was there to fix her car but it was after
hoursAt this point she was irate and screaming at meI did say if she was
going to continue to scream at me in the middle of the showroom I was not going
to speak anymoreShe continued at this point and I sat down and our Used Car
Manager took over
Her husband came up to me while she was talking to ***Her husband was much calmer
and easier to speak withHe stated he put his SD card for his navigation in
his computer to update it but it still wasn't workingI let him know that I
personally did not know how to update his navigation but could find out from
service in the morning, which is was ok withI never touched the SD cardNor
under any circumstances would I throw something at a customer
Right around this time his wife walked back up still irate and yelling that we
can't fix anything and give her back her keys*** went to the service drive
with her I was still in the showroom at the podium
Mrs*** has since visited our *** Service
Department and worked with our Service Manager there to have her vehicle
serviced and we have purchased a new SD card for her out of goodwill and the
Service Department in *** has reached out to her to arrange to have this
installed for her
At this time, Key Hyundai of Milford does not feel they should
be held responsibleWe feel it would be best for Mrs*** to continue servicing
her vehicle at Key Hyundai of *** where she has already built a great
rapport with the Service Manager
Thank you for your time

Complaint: ***
I am rejecting this response because:I spoke with the sales manager at Key HyundaiHe and I agreed that the business would be refunding me the entire disposition fee ($425.40)Once I receive the check, I will consider the matter closedIf I do not receive that check, I will continue my complaint against Key Hyundai
Sincerely,
*** ***

Thank you for allowing up the opportunity to respondOur
Sales Manager has responded as follows:
Mrs. *** was sitting at the center table of the
dealership yelling at Alan about the loaner car not having a full tank of
gas
At this point, she stated she was going to be taking the loaner vehicle to
***This is when I intervened in the conversation
I let her know I had to call the GSM to make sure that he knew she was taking
the loaner car to ***When I went into the office she was in the middle
of the showroom degrading the dealershipAfter speaking with Maurice I came
back out and let her know that I wouldn't be able to let her take the car to
***At this point she started screaming and swearing that she came here
for an oil change and we didn't do anything for her (in a very explicit manor)
She then stated that I need to fill up her (bleeping) tank with gasI said
that I would not fill up her gas tankI tried to speak with her and explain
that I do apologize that no one was there to fix her car but it was after
hoursAt this point she was irate and screaming at meI did say if she was
going to continue to scream at me in the middle of the showroom I was not going
to speak anymoreShe continued at this point and I sat down and our Used Car
Manager took over
Her husband came up to me while she was talking to ***Her husband was much calmer
and easier to speak withHe stated he put his SD card for his navigation in
his computer to update it but it still wasn't workingI let him know that I
personally did not know how to update his navigation but could find out from
service in the morning, which is was ok withI never touched the SD cardNor
under any circumstances would I throw something at a customer
Right around this time his wife walked back up still irate and yelling that we
can't fix anything and give her back her keys*** went to the service drive
with her I was still in the showroom at the podium
Mrs*** has since visited our *** Service
Department and worked with our Service Manager there to have her vehicle
serviced and we have purchased a new SD card for her out of goodwill and the
Service Department in *** has reached out to her to arrange to have this
installed for her
At this time, Key Hyundai of Milford does not feel they should
be held responsibleWe feel it would be best for Mrs*** to continue servicing
her vehicle at Key Hyundai of *** where she has already built a great
rapport with the Service Manager
Thank you for your time

Thank you for allowing us to respondWe have reached out to *** *** today and came to an agreementWe will be sending him a $gift card he can use at our dealership for service and a check for $If any further information is required, please do not hesitate to reach out to us again
Thank you