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Knippen Rental Reviews (22)

In repsonse to the complaint from [redacted] dated 10/28/2015:This is a simply case of misunderstading, [redacted] visited our dealership on 10/14/2015, He did not visit the New Car Department only the Certifed Used Car Center which is located 1/block down the street from the New Car showroomHe inquired about a Certified Used Vehicle and was not shopping on this visit for a new vehicle.We made the notes about his visit and the used vehicle he inquired aboutLater that evening, the same day, [redacted] submitted four different inquires from the [redacted] Internet site for quotes on a new vehicleHe was contacted by our [redacted] contact here at the dealershipThey exchanged several emails over the course of the eveningThe next day [redacted] submitted another email asking the OTD (Out The Door) Price for the elantra GT (Did not specify new or used)The original [redacted] Rep was not available that day and another Represenative looked at his visit the following day and saw he had come in and looked the a used vehicle, not wanting to keep [redacted] waiting and in the interest of providing prompt serviceThe Repobtained a quote for the certifed used vehicle that he had looked at the previous evening and forwarded it to [redacted] That is where the confusion startedIn good faith we looked at the vehicle the customer come into the dealership to view about and sent him a quote as requestedWhen [redacted] arrived at the dealership and requested to purchase a new vehicle for the used car quote, Everyone realized what had happenedIt did take a while to get to the bottom of everything the evening [redacted] visited the dealership [redacted] was unhappy when he left the dealership and said he would call and talk with the Manager the following day, He did not call I did receive a call from [redacted] on Monday 10/19/2015, however I had left for the dayI returned to the dealership on Wednesday 10/21/and received his voicemail messageI then returned [redacted] 's phone call I looked into the matter and realized where the confusion started We have made [redacted] a reduced offer in the meantime, however, he did not find it accepatableWe do everything possible to elimante confusion in the research and buying process, however, sometimes honest mistakes happenWe are not able to sell the new vehicle for the used car price, however, in the interst of customer satisfaction we would like to offer [redacted] an additional $off the price we quoted him for the New [redacted] Please don't hesitate to give me a call with any questions.Sincerely, Matthew W [redacted] Fairfax Hyundai [redacted]

Fairfax Hyundai will not issue a refund for the diagnostic chargedWe diagnosed the problem and the customer then had the work performed elsewhere

The customer had additional work performed at the other dealer and that is why the questioned repair was covered by that dealerIf the additional work had been performed with Fairfax Hyundai that part would have been coveredWe will not be refunding the diagnostic charge, it was a valid charge to the customerThe "points" were only offered as a good will gesture We strive to have every customer leave 100% satisfied, however, that is not always possible.Thank You

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: When I took my car to the dealers for a thousand mile service and state inspection, I knew it would take a whileThat is way I took while I was off work for a weekWhen driving my car out of the dealers after having a state inspection the air bag light was on (how did it pass inspection?)Before making any customer pay $for the seat assemblyThe mechanic should have made sure before I to come back and have another part (seat belt latch assembly)As long as you can read a code you're a mechanic?If the parts didn't come in for daysA phone call to let me know that would have helpedI called 3-times in that period and received no phone calls backI was told (Robert) the vibration was because of the axles so I did say to replaced themI left the with my car the vibration/shaking was still thereAgain does anyone Mgmttest drive the cars before the customers picks the car up? They did do the brakes when I brought it back for the 3rd time......but I still have a loud noise coming from the front drivers side wheel so I have to take it somewhere to get it repairedI didn't want to bring it back, because I cannot be with out a car for another week or twoso, I will take to a real mechanic/shop where I don't have so many excusesWhen I pay a lot of money I expect the job to be done rightSo were the brakes really free when I have to take my car to anther shop?I'm sorry that MrW [redacted] thinks the only problem was communication......I have bought cars from this dealership (my mother's and daughters) it's a shame the service department isn't up to par for repairs Regards, [redacted] ***

To: Revdex.comFrom: Fairfax HyudnaiRE: Payoff on Trade-inI am sorry for any confusion surrounding the payoff of the trade in vehcileThe payoff checks are sent out once all paperwork is finalized and the new vehicle loan is funded, this usually takes about two weeks, however, it can sometimes
take longer. The check was sent to *** *** Credit Union and we verifed today (7-6-2015) that the check was received and the loan will be satisfiedThe check was for the exact amount of the payoff figure that we agreed to as per the purchase orderThe customer was informed that if the payoff was less than the amount that was listed as payoff, A refund would be issued from *** *** Credit Union directly to customer and if the payoff check was less than what *** needed to payoff the vehicle they would be resopnsible for that difference.*** *** asked that we send her the check and we only send payoff checks directly to the lender that holds title for the vehicleIf anyone has any additional questions please feel free to give me a call Matthew W***Fairfax Hyundai###-###-####***@fairfaxhyundaiinc.com

***,I am very sorry for the confusion about your keys and that they were left in another vehicle causing you to wait and adding unnecessary additional time to your service visit. I would be happy to examine the key that is not working properlyI can't guarantee that we
will for a new key, I will have it examined and then decide. The Key Fob replacement is not an optionIf it is found that simply cutting a new key will resolve this issue we will absorb that expense as a goodwill gesture.Matthew W***Fairfax Hyundai*** ext***@fairfaxhyundaiinc.com

[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.]
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 My main concern is that they waited for more than two weeks to notify the bank.
Regards,
*** ***

We will issue refund to *** *** for the parts and labor for repair of master cylinder

Hello,1st off, *** *** is no longer with our companyPlease remove his email and name from the files and replace with me:Sam M***President***@Fairfaxhyundaiinc.comOn the case of *** ***,My service manager (Ricky B***) reached out to her and communicated our concern of having happy
customersThey agreed that she'll either is entitled to a refund or she can come in and get her headlight replaced at no chargeShe was scheduled to come in on Thursday, 2/15/but never showedWe have reached out to her again and left messages to find out if perhaps another time will work better for herNo answer yet.I will update the case if/when she replies.Thanks,Sam M***Fairfax Hyundai

To: *** ***From: Matthew W*** - Fairfax HyundaiWe have reviewed our Security Camera's and do not see where we caused the damageI have spoken with our Service Manager and he is going to take care of the repair as a Good Will GestureOur returing customers that purchase multiple
vehicles are very important to usWe appreciate your business and look forward to serving you for years to come. Thank You Matthew W***Fairfax Hyundai###-###-####

In repsonse to the complaint from *** *** *** dated 10/28/2015:This is a simply case of misunderstading, *** *** visited our dealership on 10/14/2015, He did not visit the New Car Department only the Certifed Used Car Center which is located 1/block down the street from the
New Car showroomHe inquired about a Certified Used Vehicle and was not shopping on this visit for a new vehicle.We made the notes about his visit and the used vehicle he inquired aboutLater that evening, the same day, *** *** submitted four different inquires from the *** Internet site for quotes on a new vehicleHe was contacted by our *** contact here at the dealershipThey exchanged several emails over the course of the eveningThe next day *** *** submitted another email asking the OTD (Out The Door) Price for the elantra GT (Did not specify new or used)The original *** Rep was not available that day and another Represenative looked at his visit the following day and saw he had come in and looked the a used vehicle, not wanting to keep *** *** waiting and in the interest of providing prompt serviceThe Repobtained a quote for the certifed used vehicle that he had looked at the previous evening and forwarded it to *** ***That is where the confusion startedIn good faith we looked at the vehicle the customer come into the dealership to view about and sent him a quote as requestedWhen *** *** arrived at the dealership and requested to purchase a new vehicle for the used car quote, Everyone realized what had happenedIt did take a while to get to the bottom of everything the evening *** *** visited the dealership. *** *** was unhappy when he left the dealership and said he would call and talk with the Manager the following day, He did not call. I did receive a call from *** *** on Monday 10/19/2015, however I had left for the dayI returned to the dealership on Wednesday 10/21/and received his voicemail messageI then returned *** ***'s phone call. I looked into the matter and realized where the confusion started. We have made *** *** a reduced offer in the meantime, however, he did not find it accepatableWe do everything possible to elimante confusion in the research and buying process, however, sometimes honest mistakes happenWe are not able to sell the new vehicle for the used car price, however, in the interst of customer satisfaction we would like to offer *** *** an additional $off the price we quoted him for the New *** *** Please don't hesitate to give me a call with any questions.Sincerely, Matthew W*** Fairfax Hyundai 70*** *** ***
***

08/27/2015To: Revdex.com, Metro Washington DCFrom: Fairfax Hyundai (Matthew W***)RE: *** *** ** *** / Hyundai ***We strive to keep every customer happy and do everything possible to ensure a great buying experienceWe also evaluate and check each of our vehicles that we offer for sale,
however, there are times vehicles develop problemsWhen this occurs we will stand behind our vehicle's to the extent of our original agreement.The that *** *** purchased unfortunately suffered an engine failure. The vehicle was purchased with a 50/powertrain warranty*** *** was offered an extended warranty for an additional cost, to cover any problems that could potentially arise, he declinedThe failure of the engine did occur within the powertrain warranty termTherefore we are willing to cover Fifty percent of the cost of engine replacement, as per our agreement at time of purchase*** *** is aware of this, In the meantime we did have a similar vehicle and offered this via email to *** *** on 08/25/and he declined this offerWe will not be able to make payment directly to *** *** as he requestedWe will honor the warranty that came with the vehicle and cover Fifty percent of the cost of engine replacement if the work is done at our facilityThe replacement engine will come with a warranty that is valid at any Hyundai dealer nationwide.If *** *** would like to speak with me directly I can be reached at ###-###-####, or email - ***@fairfaxhyundaiinc.comAgain, I am sorry for the inconvenience this has caused *** ***.Sincerely,Matthew W***Fairfax Hyundai###-###-####***@fairfaxhyundaiinc.com

I have reviewed the complaint and come to the conclusion that we have done nothing wrongThe vehicle was brought to us with numerous issues and we addressed each of themI understand the frustration with an older vehicle, it can be expensive to keep them in to conditionAllow me cover the
concerns above one by oneThe August 8th visit was for the air bag light returning, however, it was a different code all togetherThe original light was on for a "seat assembly" and the second air bag light come on for the seat belt latch assemblyThis happens often that you replace one part to find out another is defectiveThe customer did not return for the same concernThe parts did take almost ten days to receive, I am sorry that we could not get them more quicklyThe axles were replaced at customers authorization due to The tone wheel being cracked, not to correct a vibrationThe shaking in the front was on braking and after review we replaced both front rotors at no charge to the customerWe realized it was our mistake that we did not fix the vibration correctly and we fixed it at our expenseI am sorry it has been diffucult to reach on service deptand will work with Management on that issue.We appreciate the business from *** *** and will work on the communiction with service departmentWe will not be able to refund any money paid for repairs.Please feel free to give me a call with any questions, Thanks, Matthew W*** ###-###-####

We have spoken with the customer and she is taking delivery of the New *** on (09/19/2015). We are sorry for the confusion with this program and are honoring the price for the customerFairfax Hyundai

As explained to *** *** the check request has been submitted and he will receive a check by end of OctoberWe honor our contracts, I have spoken to *** *** via email and phone, we have responded to his requestWe do not write checks at the dealership and they are issued out of our business
office located off siteI appreciate that *** *** returned his vehicle on 08/20/2016, however, we were not made aware of the return until 9/21/If *** *** does not receive his check by October 20th, I will have that check cancelled and will re-issue another check

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 researched this matter and I apologize for the confusion surrounding this refund. It was sent to [redacted] Motor Finance. They have been made aware of the urgency to refund this back to customer ASAP.  The cancellation and refund was actually processed right away...

and because the vehicle showed a lien in our system the check went to the finance company. Again, I am sorry for the confusion and delay in getting refund to customer. [redacted] Motor Finance will not issue check to dealership, they will only issue check to customer. I did ask them to refund to us so we could issue check to customer, however, because the check was posted to customers account, it is not possible to make a refund to the dealership. So I will not be able to issue a duplicate check to customer. I was assured that [redacted] Motor Finance will have the refund check issued to customer within 30 days.Matthew W[redacted]Fairfax Hyundai###-###-#### x-[redacted]

I understand the customer is not happy with our response. The only thing we can do is offer a 10% discount on any additional work that may need to be completed.

Fairfax Hyundai will not issue a refund for the diagnostic charged. We diagnosed the problem and the customer then had the work performed elsewhere.

The customer had additional  work performed at the other dealer and that is why the questioned repair was covered by that dealer. If the additional...

work had been performed with Fairfax Hyundai that part would have been covered. We will not be refunding the diagnostic charge, it was a valid charge to the customer. The "points" were only offered as a good will gesture.  We strive to have every customer leave 100% satisfied, however, that is not always possible.Thank You

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Address: 26414 Rd. R, Fort Jennings, Ohio, United States, 45844

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