Liberty Hyundai

We apologize for the delay in getting your warranty refund credited to your finance companyAlthough it sometimes does take up to days to get a refund processed, some of the delay in getting your refund processed was because of a lack of communication between departments in our organizationAt this time your refund has been credited to your finance company and again we sincerely apologize for the delay

We received Mrs [redacted] complaint regarding the invoice she received from Hyundai Finance (the leasing company) for excess wear of the tires on the previous lease that she returned via emailWe informed Mrs [redacted] that the inspections are done by a third party company and that the invoices for any excess wear come directly from Hyundai Finance, not the dealershipIn fact, the dealership has absolutely no involvement or discretion when it comes to excess wear chargesWe informed Mrs [redacted] that we will forward her complaint to our contact at Hyundai Finance to see if there is any concession they can make on her behalf regarding the invoice she received, but can't promise anything because the invoice did not come from the dealershipWe await Hyundai Finance's response and will notify Mrs [redacted] when they respond

Mr [redacted] complaint regarding excess wear charges on his lease should be directed to [redacted] (the leasing company)Liberty Hyundai (the dealership) has absolutely nothing to do with lease end inspections, lease end charges and our only involvement in the lease end process is being the drop-off point for the vehicle at the end of the leaseOnce an off-lease vehicle is dropped off, [redacted] sends out an independent inspector to determine any excess wear charges and then sends an invoiceLiberty Hyundai does not even see the inspections or the charges that are invoiced to the customerWe do apologize that Mr [redacted] was rude but it is our policy not to accept lease returns on weekends - the customer possibly spoke with someone at [redacted] instead of the dealership who said it was OK to drop it off on SaturdayThe phone number for [redacted] lease end services is ###-###-####They may be able to assist with any dispute of lease end charges

Mr [redacted] complaint regarding excess wear charges on his lease should be directed to [redacted] (the leasing company)Liberty Hyundai (the dealership) has absolutely nothing to do with lease end inspections, lease end charges and our only involvement in the lease end process is being the drop-off point for the vehicle at the end of the leaseOnce an off-lease vehicle is dropped off, [redacted] sends out an independent inspector to determine any excess wear charges and then sends an invoiceLiberty Hyundai does not even see the inspections or the charges that are invoiced to the customerWe do apologize that Mr [redacted] was rude but it is our policy not to accept lease returns on weekends - the customer possibly spoke with someone at [redacted] instead of the dealership who said it was OK to drop it off? on SaturdayThe phone number for [redacted] lease end services is? ###-###-####They may be able to assist with any dispute of lease end charges

Complaint: [redacted] I am rejecting this response because:I have not received any contact from this company in regards to the issue or any attempt to rectify or adjust any decisions made by this company ***

Complaint: [redacted] I am rejecting this response because: Although I have since learned that the dealership indeed has nothing to do with lease-end inspections, per se, I did speak directly with someone at the actual dealership twice prior to returning my vehicle that Saturday - the first time to offer to schedule an appointment, for which the dealership receptionist assured me was not necessary; and the second time was to make certain that I would be able to return the car that Saturday morning, at which time I was assured that it would be fine to do soOn both occasions I used the dealership's main number and not [redacted] number which I've been using since to try and negotiate an equitable settlementWhat remains is an outstanding apology from Mr [redacted] for embarrassing me in front of my son and for being extremely discourteous and unprofessional in the way he handled the entire transactionIt's not enough, in my opinion, for the dealership to apologize on his behalfHas he been reprimanded? Is he genuinely apologetic? Does he admit that he was rude and unprofessional? Will he repeat his bad behavior in the future with other well-intentioned and purportedly "valued" customers? If he's the face of the dealership, then the dealership's face has been irreparably blemished as far as I'm concernedSo I will settle for nothing less than a written apology from Mr [redacted] That, I believe, is both fair and warranted Regards, [redacted]

Mr [redacted] had a leased Hyundai that had come to lease end and the lease was at completionMr [redacted] claims he thought he would have equity in the lease return since it had low miles and we would take it in on "trade" and work out a deal on a new leaseWhen a lease is at completion, it is not taken in on "trade" but rather returned to the leasing companyReturning leases are never in an equity position since manufacturers set the residuals high so the lease payments are more attractiveIt would not be taken in on trade regardless because the lessee does not actually own the car to be able to trade it inWe were able to work out the deal Mr [redacted] was looking for on the new lease, never occurring to us that we would need to explain to Mr [redacted] that his lease was going back to the leasing company and not to the dealershipMr [redacted] received an bill in the mail from the leasing company for excess damage on his lease return which is what prompted the call for us to take care of it because it was his own impression that he had equity because the car had low milesWe were able to get Hyundai Finance to reduce the bill by 20% but notified Mr [redacted] that we could not be responsible for excess damage charges by the leasing company

[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:1) As I've stated before, I have sent to the business, a copy of the email conversation and scan of buyers agreement which noted that [redacted] advised "did not need to worry about the scratches" as they (dealership) would take care of itTaking care of it does not mean the dealership is going to invoice me a $300+ bill to repair the bumper scratches since it would have cost me half that amountIf [redacted] was not authorized to make these agreements then there should have been someone from the dealership more senior to coach him in the sales process.? 2) I've suggested to dealership to meet half-way and split the cost as it does appear there was an error here3) Dealership is incorrect as incidents such as that described in this complaint are, when agreed upon, covered by the dealer which was the case in this matter.? ? Regards, [redacted] ***

Ms***- We reviewed your file and when you leased the Hyundai Sonata, the products you purchased including Tire and Wheel protection and Protect All will only cover damages during the term of the leaseWe apologize this coverage wasn't explained more clearlyAny damages that were fixed on the car before it was turned in would have been covered by the insurance companyUnfortunately if the damage was never fixed and the car is turned in to the leasing company with damage still on it, the leasing company will assess you for the damages that are on the vehicleWith that being said, I will forward your inspection report to our rep from Hyundai Leasing and see what can be done about the charges that were assessedWe will contact you when we get a response from themAs far as being charged for your registration, we again apologize if you feel this wasn't explained clearly but we do specifically have a signed acknowledgement on your purchase agreement that was signed by you that you understand you need to pay for your registration when it arrives back from DMVWe can provide you with a copy for your records should you need it

We received Mrs*** complaint regarding the invoice she received from Hyundai Finance (the leasing company) for excess wear of the tires on the previous lease that she returned via emailWe informed Mrs*** that the inspections are done by a third party company and that the
invoices for any excess wear come directly from Hyundai Finance, not the dealershipIn fact, the dealership has absolutely no involvement or discretion when it comes to excess wear chargesWe informed Mrs*** that we will forward her complaint to our contact at Hyundai Finance to see if there is any concession they can make on her behalf regarding the invoice she received, but can't promise anything because the invoice did not come from the dealershipWe await Hyundai Finance's response and will notify Mrs*** when they respond

When there is more than one contract that gets sent to the bank, it is most likely because of an error on one of the factors of the lease (mileage, residual, etc) during billingA corrected contract is then sent in after the customer signs itThe signatures on both contracts were consistent with
the others on the paperwork in the fileWhen we researched it, we found the original worksheet from the salesperson that stated that the customer originally wanted miles per yearFor that reason, we reimbursed the customer to make her whole for the mileage overage she was charged because the contract read miles per yearWe absolutely reject the assertion that there was any forgery

Even though we don't have any paperwork stating or referring to "Customer makes no further payment to vehicle", when your father leased his Sonata, the remaining monthly lease payments on his Sonata were paid off so there actually were no further monthly lease payments to be madeAny
excess damage or over-mileage charges invoiced by the leasing company would, however, be the responsibility of your fatherIt doesn't seem likely that the dealership would have offered to pay for the damage he knew was on his vehicle, considering you stated that your father was already willing to take care of it at his own expense through a third partyAs far as *** *** **forming him on what he needed to bring in to pick up his new car, that does not infer that the dealership would be held responsible for any excess damage or mileage charges invoiced from the leasing company on the car he turned inUnfortunately the dealership will not be able to reimburse your father for the damage charges invoiced by the leasing company

[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
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Although I have since learned that the dealership indeed has nothing to do with lease-end inspections, per se, I did speak directly with someone at the actual dealership twice prior to returning my vehicle that Saturday - the first time to offer to schedule an appointment, for which the dealership receptionist assured me was not necessary; and the second time was to make certain that I would be able to return the car that Saturday morning, at which time I was assured that it would be fine to do soOn both occasions I used the dealership's main number and not *** *** number which I've been using since to try and negotiate an equitable settlementWhat remains is an outstanding apology from Mr*** for embarrassing me in front of my son and for being extremely discourteous and unprofessional in the way he handled the entire transactionIt's not enough, in my opinion, for the dealership to apologize on his behalfHas he been reprimanded? Is he genuinely apologetic? Does he admit that he was rude and unprofessional? Will he repeat his bad behavior in the future with other well-intentioned and purportedly "valued" customers? If he's the face of the dealership, then the dealership's face has been irreparably blemished as far as I'm concernedSo I will settle for nothing less than a written apology from Mr***That, I believe, is both fair and warranted
Regards,
*** ***

We apologize for the delay in getting your warranty refund credited to your finance companyAlthough it sometimes does take up to days to get a refund processed, some of the delay in getting your refund processed was because of a lack of communication between departments in our organizationAt
this time your refund has been credited to your finance company and again we sincerely apologize for the delay

When there is more than one contract that gets sent to the bank, it is most likely because of an error on one of the factors of the lease (mileage, residual, etc) during billingA corrected contract is then sent in after the customer signs itThe signatures on both contracts were consistent with
the others on the paperwork in the fileWhen we researched it, we found the original worksheet from the salesperson that stated that the customer originally wanted miles per yearFor that reason, we reimbursed the customer to make her whole for the mileage overage she was charged because the contract read miles per yearWe absolutely reject the assertion that there was any forgery

Mr*** complaint regarding excess wear charges on his lease should be directed to *** *** *** (the leasing company)Liberty Hyundai (the dealership) has absolutely nothing to do with lease end inspections, lease end charges and our only involvement in the lease end process is
being the drop-off point for the vehicle at the end of the leaseOnce an off-lease vehicle is dropped off, *** *** *** sends out an independent inspector to determine any excess wear charges and then sends an invoiceLiberty Hyundai does not even see the inspections or the charges that are invoiced to the customerWe do apologize that Mr*** was rude but it is our policy not to accept lease returns on weekends - the customer possibly spoke with someone at *** *** *** instead of the dealership who said it was OK to drop it off? on SaturdayThe phone number for *** *** *** lease end services is? ###-###-####They may be able to assist with any dispute of lease end charges

Ms***- We reviewed your file and when you leased the Hyundai Sonata, the products you purchased including Tire and Wheel protection and Protect All will only cover damages during the term of the leaseWe apologize this coverage wasn't explained more clearlyAny damages that were fixed on the
car before it was turned in would have been covered by the insurance companyUnfortunately if the damage was never fixed and the car is turned in to the leasing company with damage still on it, the leasing company will assess you for the damages that are on the vehicleWith that being said, I will forward your inspection report to our rep from Hyundai Leasing and see what can be done about the charges that were assessedWe will contact you when we get a response from themAs far as being charged for your registration, we again apologize if you feel this wasn't explained clearly but we do specifically have a signed acknowledgement on your purchase agreement that was signed by you that you understand you need to pay for your registration when it arrives back from DMVWe can provide you with a copy for your records should you need it

Complaint: ***
I am rejecting this response because:I have not received any contact from this company in regards to the issue or any attempt to rectify or adjust any decisions made by this company
***