Liberty Hyundai

Complaint: ***
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 *** *** 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 *** *** 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,*** ***

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.
[redacted]

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 lease. Once an off-lease vehicle is dropped off, [redacted] sends out an independent inspector to determine any excess wear charges and then sends an invoice. Liberty Hyundai does not even see the inspections or the charges that are invoiced to the customer. We 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 Saturday. The 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: 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 so. On 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 settlement. What 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 transaction. It's not enough, in my opinion, for the dealership to apologize on his behalf. Has 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 concerned. So I will settle for nothing less than a written apology from Mr. [redacted]. That, I believe, is both fair and warranted.
Regards,
[redacted]

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 email. We 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 dealership. In fact, the dealership has absolutely no involvement or discretion when it comes to excess wear charges. We 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 dealership. We await Hyundai Finance's response and will notify Mrs. [redacted] when they respond.

Ms. [redacted]- 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 lease. We apologize this coverage wasn't explained more clearly. Any damages that were fixed on the...

car before it was turned in would have been covered by the insurance company. Unfortunately 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 vehicle. With 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 assessed. We will contact you when we get a response from them. As 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 DMV. We can provide you with a copy for your records should you need it.

We apologize for the delay in getting your warranty refund credited to your finance company. Although it sometimes does take up to 60 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 organization. At...

this time your refund has been credited to your finance company and again we sincerely apologize for the delay.

[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]

Mr. [redacted] had a leased Hyundai that had come to lease end and the lease was at completion. Mr. [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 lease. When a lease is at completion, it is not taken...

in on "trade" but rather returned to the leasing company. Returning leases are never in an equity position since manufacturers set the residuals high so the lease payments are more attractive. It would not be taken in on trade regardless because the lessee does not actually own the car to be able to trade it in. We 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 dealership. Mr. [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 miles. We 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.