Initial Business Response /* (1000, 5, 2015/04/01) */
response *** is a very rude individual that hase abused all of my service personal for over 3years now she has done any thing and every thing to make trouble for loren Hyundai every time she comes in to our service departmenton march
28th she came in after the service department was closed and demanded a free car wash I was in the service department at the time she tried to make trouble again I walked up to her and told here she was no longer welcome she proceded to spit in my face she will not be allowed back here ever *** *** loren Hyundai ps I should of made a police report if she persists I will
Initial Business Response /* (1000, 5, 2014/11/11) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
Mr. [redacted],
We sincerely regret that you feel that we at Loren Hyundai failed to provide to you what was stated in our...
correspondence.
Our goal was to provide you an upgrade to a new model Hyundai from your current vehicle and keep your lease payments about the same with no money down.
When you were here, we offered exactly this option on a 36 month lease for a brand new 2015 Hyundai Sonata SPORT with an MSRP of $24,984 for $240.00 a month with no money down, or a 36 month lease for a brand new 2015 Hyundai Sonata SE with an MSRP of $22,115 for $199.00 a month with no money down. On either offer, only sales tax, license/title, documentation fee and first payment (35 payments remaining) would be due at delivery.
Our lease offer remains open to you on a either a 2015 Hyundai Elantra SE or a 2015 Hyundai Sonata SE. The lease payment will be the same as you are paying now - $199.00 per month for 36 months and 12,000 miles per year. Sales tax, license/title, documentation fee and first payment (35 payments remaining) would be due at delivery.
The foregoing lease offer represents the same deal we made with you on your current lease when you paid $3,178.00 to cover sales tax, license/title, documentation fee and first payment.
We hope this clarifies the situation and look forward to resolving this matter.
Sincerely,
[redacted]
General Manager
Loren Hyundai
1620 Waukegan Rd, Glenview, IL
XXX-XXX-XXXX
www.napletonlorenhyundai.com
Initial Consumer Rebuttal /* (3000, 7, 2014/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer I received from their representative (the bait that drew me into the dealership) says, clearly and unambiguously, zero money down. Zero.
the dealership's current position says " Sales tax, license/title, documentation fee and first payment (35 payments remaining) would be due at delivery."
The distance between these two points is several thousand dollars.
I have leased numerous cars over the years, often with the taxes, title, etc. rolled into the deal for zero dollars down. It is not unusual at all. And zero means zero.
Bait and switch may be common, but it is still unethical.
FYI, here again is the text I received from their internet sales person:
Hi [redacted],
My name is [redacted] and I am the Internet Sales Specialist at Loren Hyundai in Glenview.
We are contacting current Hyundai owners, such as yourself, to offer a fantastic opportunity for us to buy back your current Hyundai in exchange for a brand new model. We actually have people looking specifically for your 2012 Hyundai Elantra!
As an incentive to do this, we will put you into a brand new Hyundai and either lower your current payment or keep your payments about the same, with zero money down.
This offer includes us paying-off your current Hyundai Elantra and placing you into a brand new model with a new 5 year/60,000 mile bumper-to-bumper warranty (10 year/100,000 mile warranty in the power train), and the peace-of-mind that comes with this.
If this offer is of interest to you, please contact me at (XXX) XXX-XXXX or by return email, to schedule an appointment to go over the details.
I look forward the hearing from you very soon.
Thank you,
[redacted]
Internet Sales Specialist
Loren Hyundai
1620 Waukegan Road
Glenview, Il XXXXX
XXX-XXX-XXXX
By the way, in the original, the words zero money down were in boldface type to emphasize what an attractive offer it was.
Final Business Response /* (4000, 9, 2014/11/18) */
Mr. [redacted]:
Based on your correspondence, it is clear that you are focused on the no money down wording stated in our offer to you. Our offer is in no way misleading or any different from offers made by other dealers in this area.
An offer of no money down on a car lease does not mean that no cash is required at the time of lease signing. The first month's payment is always required up front when leasing (lease payments are always paid in advance, which is different than loan payments which are paid in arrears).
Furthermore, in Illinois, every person that leases a vehicle is required to pay up front official new-car fees for license, title, documentation and sales tax imposed by the state and county. A dealer merely collects these fees and passes them along to the state and county government. These fees are not negotiable.
The foregoing fees are collected as up-front cash. These fees are not included in the lease payments you might see as part of a TV commercial, on a car company web site, or newspaper ad. Even if you see a "no money down" lease deal, you still must pay the official fees at the time of signing.
Our lease offer remains open to you on a either a 2015 Hyundai Elantra SE or a 2015 Hyundai Sonata SE. The lease payment will be the same as you are paying now - $199.00 per month for 36 months and 12,000 miles per year. Sales tax, license/title, documentation fee and first payment (35 payments remaining) would be due at delivery.
The foregoing lease offer represents the same deal we made with you on your current lease when you paid the up front fees covering sales tax, license/title, documentation fee and first payment.
We look forward to your response.
Sincerely,
[redacted]
General Manager
Loren Hyundai, Inc
1620 Waukegan Rd Glenview, IL XXXXX
Final Consumer Response /* (4200, 11, 2014/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is, and remains, a dishonest misrepresentation of the offer I was sent, which unambiguously stated zero dollars down.
I just looked at the websites of three competitive dealers (VW, Honda and Subaru) looking for lease deals. All three carefully and clearly stated what was actually due at signing. When taxes titles and fees were involved, they said so. Clearly.
Then, I asked each dealership if they would quote me a price with those costs rolled into the lease. Their answers were all yes, of course.
According to Loren Hyundai, this is impossible. But they are again being dishonest.
Loren made a bait-and-switch offer, and they continue to bluff through. I am postponing any legal action to see if the Revdex.com acts.
Loren Hyundai Customer Service was top notch! [redacted] is very professional, honest and makes the Sale experience worthwhile. General Manager and Finance Manager [redacted] was open about different options, monthly payments and financing that was affordable for my friend [redacted]. Would definitely recommend this dealer and [redacted] and the rest of the staff won't disappoint you!
Horrible service. Brought my Santa Fee SUV in for a G & O.
I waited for 2 hours plus, after being assured it would take no more than 1 hour. Additionally, it was a very slow day with little or no customers waiting for their vehicles. I politely asked after 1 hour how much longer it would be. I was brushed aside.
Initial Business Response /* (1000, 5, 2014/05/12) */
Contact Name and Title: [redacted] Service D
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@lorenautogroup.com
Arnold [redacted] came into Loren Hyundai 08/16/13 for oil and filter change and two Hyundai campaigns. On [redacted]...
Mr. [redacted] sent to Hyundai a customer survey with a request for corporate customer service for resolving issues. Mr. [redacted] was contacted by email asking what we could help him resolve regarding his visit to dealership. Mr. [redacted] email Loren Hyundai back about damage done to his rear bumper while in wash rack. Mr. [redacted] was contacted to set up a time for the service manager could inspect the damage. Vehicle was inspected and was agreed that we would repair rear bumper scratch. Mr. [redacted] inquired as to who would do repair on bumper. Service manager explained that repair would be done by our outside shop, Mr. [redacted] express concern that spot repair would not last and bumper would not look correct. Service manager explain that we would make sure the repair was done correctly and would not be noticeable. Mr. [redacted] hascontacted Hyundai twice to talk to them regarding dealerships decision. Mr. [redacted] returned to dealership 04/25/14 with estimate from a shop of his choice with request for Loren Hyundai to pay for repair at his shop. On 04/28/14 Mr. [redacted] was told Loren Hyundai would repair his rear bumper at no charge to him at our repair shop. Mr. [redacted] has had multiple meetings and phone calls with service manager and we have requested multiple times to set up a time when we can correct the damage to his vehicle. Loren will repaint the entire rear bumper and give Mr. Smith a loaner while his car is in our shop and we apologize for the inconvenience. This claim should have been done and over when the damageoccurred again we will fix what we scratched on Mr. [redacted] car
Initial Consumer Rebuttal /* (3000, 7, 2014/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, the statement "Mr. [redacted] express concern that spot repair would not last" is false. That issue was never in question. The issue in question which Loren Hyundai fails to mention in their response to the Bureau, is the single unacceptable offer that has been made to repair the damage with "cost cutting short cuts". Only now after the contact to the Revdex.com does Loren now offer to paint the entire bumper. Again, after my 9 month ordeal and experience with Loren Hyundai AND comments from another employee of this dealership, I simply do not trust leaving my vehicle with these people and would like a payment of $488.29 (which came from a reputable shop, [redacted] & [redacted] so I may take my vehicle to a shop of my choice and I will then be happy to consider this matter closed.
Final Business Response /* (4000, 11, 2014/06/02) */
We received letter from Office of Attorney General May 20 2014 I have included a copy of our responce. We will reimburse Mr. [redacted] for repairs to rear bumper scratch when he present bill on completed work. As of todays date Mr. [redacted] has not contacted us regarding our offer.
Final Consumer Response /* (4200, 14, 2014/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have indicated to Mr [redacted] on several occasions over the past year, that I am not interested in having Loren Hyundai repair my vehicle for the previously discussed reasons. Regardless of Mr. [redacted] eloquent responses to the Revdex.com, I have also discussed with him on several occasions, that due to my traveling schedule, I am not interested in having Loren Hyundai dictate when or where I should have my vehicle fixed. I would like to be paid the agreed upon amount of $488.23 and be allowed to take the vehicle to a shop of my choice at a time of my choice and I will consider this matter with the Revdex.com, Attorney Generals Office and other remedies I am seeking, closed.
Initial Business Response /* (1000, 5, 2015/06/13) */
Dear Valued Customer:
We sincerely regret that you feel that Loren Hyundai provided poor customer service in this matter and that we were otherwise unfair in not refunding your down-payment.
In order to be fair, we believe it...
important to point out a few facts that are missing from your complaint that relate to the entire series of events and circumstances and which address the customer service and refund issue.
As you know, on three separate occasions, our sales staff picked you up at home and on two occasions, drove you back home as a courtesy.
The second time you were at our store, you agreed to purchase the vehicle in question and you signed a purchase contract and provided a $500 non-refundable down-payment. As you know and as it states on the purchase contract, the $500 down-payment was non-refundable because: (1) as we did not have the specific vehicle you wanted in-stock, we had to buy the vehicle from another Hyundai dealer and have one of our sales staff pick it up and bring back to our store; and (2) you requested that we install a remote starter on the vehicle once we had it.
Loren Hyundai obtained the vehicle you ordered, installed the remote starter feature you requested, and contacted you to schedule delivery of the vehicle. You then agreed to come in to finish the transaction and take delivery.
After our sales associate picked you up at home, you came in to take delivery. At no time did you have any objections to the vehicle we obtained; quite the contrary, you were very please. Moreover, you did not have any issue with the financing you were approved for.
For the first time, you informed us that you were unhappy with the rate/price that your insurance company had quoted, and therefore, wanted to wait to take delivery until you resolved this matter.
Although the procurement of insurance was not related to our obligations, we nonetheless offered to assist you in finding a lower rate/price - you refused.
After you informed us that you would not take delivery, you requested that we drive you home. Unfortunately, we did not have an available staff member. Instead, we offered to assist you in getting a one day rental car at a discounted rate, which you agreed to.
The last time you came in was with your son, and on this date, you informed us that you changed your mind, did not want to purchase the vehicle, and demanded a refund. When we attempted to assist you resolve the insurance issue, you did not want to discuss it and simply demanded the refund. When we reminded you of the non-refundable agreement as stated on the purchase contract, your son became upset and unfortunately, a shouting match ensued followed by your son poking his finger in the eye of our manager. At this point you and your son left the store.
As a final effort to resolve matters, I called your son and again offered our assistance. We never heard back from you or your son.
Based on the above facts, Loren Hyundai believes it provided outstanding customer service, took all steps to offer assistance or otherwise resolve any and all issues, and in no way were ever rude or otherwise disrespectful towards you. We therefore ask that this complaint should remove and closed from our file.
We hope this clarifies the situation and look forward to resolving this matter.
Sincerely,
[redacted]
General Manager
Loren Hyundai
[redacted]
Glenview, IL XXXXX
XXX-XXX-XXXX
FILE 311004637 I RECIEVED YOUR COMPLAINT ON MICHAEL [redacted] OUR RESPONSE IS THIS CAR WAS SOLD AS IS AND SHOWN AND HE SIGNED AND NEW THAT. WE OFFERED TO SELL HIM A UC WARRANTY BUT HE DECLINED THE PURCHASE .A COUPLE OF DAYS LATER HE BROUGHT HIS TITLE IN AND SAID THE CAR NEEDED A FRT MOTOR MOUNT AND...
A REAR SHOCK ABSORBER WAS LEAKING AIR.WE REPAIRED THESE ITEMS AT NO CHARGE EVEN HE BOUGHT THIS CAR AS IS AN SHOWN AT NO TIME WAS THIS CAR UNSAFE TO DRIVE THE 2 ITEMS WERE STILL OK BUT HIS MECHANIC TOLD HIM THEY NEEDED REPLACING SO WE DID IT TO MAKE THE COUSTOMER HAPPY THEN THE COUSTOMER WROTE A NASTY REVIEW ON YELP AFTER THE REPAIRS WERE MADE THE UC MGER HAS ASKED HIM TO COME IN ON 3 OCASSIANS TO TRY AN RESOLVE THE PROBLEM BUT HE HASNT COME IN AS OF THIS WRITING I CALLED MR [redacted] THIS MORNING BUT HE HS NOT RESPONDED YET .I WILL DO EVERYTHING WITH IN REASON TO RESOLVE THIS CLAIM DENNIS [redacted] .
Initial Business Response /* (1000, 5, 2015/04/01) */
response *** is a very rude individual that hase abused all of my service personal for over 3years now she has done any thing and every thing to make trouble for loren Hyundai every time she comes in to our service departmenton march
28th she came in after the service department was closed and demanded a free car wash I was in the service department at the time she tried to make trouble again I walked up to her and told here she was no longer welcome she proceded to spit in my face she will not be allowed back here ever *** *** loren Hyundai ps I should of made a police report if she persists I will
Initial Business Response /* (1000, 5, 2014/11/11) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@aol.com
Mr. [redacted],
We sincerely regret that you feel that we at Loren Hyundai failed to provide to you what was stated in our...
correspondence.
Our goal was to provide you an upgrade to a new model Hyundai from your current vehicle and keep your lease payments about the same with no money down.
When you were here, we offered exactly this option on a 36 month lease for a brand new 2015 Hyundai Sonata SPORT with an MSRP of $24,984 for $240.00 a month with no money down, or a 36 month lease for a brand new 2015 Hyundai Sonata SE with an MSRP of $22,115 for $199.00 a month with no money down. On either offer, only sales tax, license/title, documentation fee and first payment (35 payments remaining) would be due at delivery.
Our lease offer remains open to you on a either a 2015 Hyundai Elantra SE or a 2015 Hyundai Sonata SE. The lease payment will be the same as you are paying now - $199.00 per month for 36 months and 12,000 miles per year. Sales tax, license/title, documentation fee and first payment (35 payments remaining) would be due at delivery.
The foregoing lease offer represents the same deal we made with you on your current lease when you paid $3,178.00 to cover sales tax, license/title, documentation fee and first payment.
We hope this clarifies the situation and look forward to resolving this matter.
Sincerely,
[redacted]
General Manager
Loren Hyundai
1620 Waukegan Rd, Glenview, IL
XXX-XXX-XXXX
www.napletonlorenhyundai.com
Initial Consumer Rebuttal /* (3000, 7, 2014/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The offer I received from their representative (the bait that drew me into the dealership) says, clearly and unambiguously, zero money down. Zero.
the dealership's current position says " Sales tax, license/title, documentation fee and first payment (35 payments remaining) would be due at delivery."
The distance between these two points is several thousand dollars.
I have leased numerous cars over the years, often with the taxes, title, etc. rolled into the deal for zero dollars down. It is not unusual at all. And zero means zero.
Bait and switch may be common, but it is still unethical.
FYI, here again is the text I received from their internet sales person:
Hi [redacted],
My name is [redacted] and I am the Internet Sales Specialist at Loren Hyundai in Glenview.
We are contacting current Hyundai owners, such as yourself, to offer a fantastic opportunity for us to buy back your current Hyundai in exchange for a brand new model. We actually have people looking specifically for your 2012 Hyundai Elantra!
As an incentive to do this, we will put you into a brand new Hyundai and either lower your current payment or keep your payments about the same, with zero money down.
This offer includes us paying-off your current Hyundai Elantra and placing you into a brand new model with a new 5 year/60,000 mile bumper-to-bumper warranty (10 year/100,000 mile warranty in the power train), and the peace-of-mind that comes with this.
If this offer is of interest to you, please contact me at (XXX) XXX-XXXX or by return email, to schedule an appointment to go over the details.
I look forward the hearing from you very soon.
Thank you,
[redacted]
Internet Sales Specialist
Loren Hyundai
1620 Waukegan Road
Glenview, Il XXXXX
XXX-XXX-XXXX
By the way, in the original, the words zero money down were in boldface type to emphasize what an attractive offer it was.
Final Business Response /* (4000, 9, 2014/11/18) */
Mr. [redacted]:
Based on your correspondence, it is clear that you are focused on the no money down wording stated in our offer to you. Our offer is in no way misleading or any different from offers made by other dealers in this area.
An offer of no money down on a car lease does not mean that no cash is required at the time of lease signing. The first month's payment is always required up front when leasing (lease payments are always paid in advance, which is different than loan payments which are paid in arrears).
Furthermore, in Illinois, every person that leases a vehicle is required to pay up front official new-car fees for license, title, documentation and sales tax imposed by the state and county. A dealer merely collects these fees and passes them along to the state and county government. These fees are not negotiable.
The foregoing fees are collected as up-front cash. These fees are not included in the lease payments you might see as part of a TV commercial, on a car company web site, or newspaper ad. Even if you see a "no money down" lease deal, you still must pay the official fees at the time of signing.
Our lease offer remains open to you on a either a 2015 Hyundai Elantra SE or a 2015 Hyundai Sonata SE. The lease payment will be the same as you are paying now - $199.00 per month for 36 months and 12,000 miles per year. Sales tax, license/title, documentation fee and first payment (35 payments remaining) would be due at delivery.
The foregoing lease offer represents the same deal we made with you on your current lease when you paid the up front fees covering sales tax, license/title, documentation fee and first payment.
We look forward to your response.
Sincerely,
[redacted]
General Manager
Loren Hyundai, Inc
1620 Waukegan Rd Glenview, IL XXXXX
Final Consumer Response /* (4200, 11, 2014/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is, and remains, a dishonest misrepresentation of the offer I was sent, which unambiguously stated zero dollars down.
I just looked at the websites of three competitive dealers (VW, Honda and Subaru) looking for lease deals. All three carefully and clearly stated what was actually due at signing. When taxes titles and fees were involved, they said so. Clearly.
Then, I asked each dealership if they would quote me a price with those costs rolled into the lease. Their answers were all yes, of course.
According to Loren Hyundai, this is impossible. But they are again being dishonest.
Loren made a bait-and-switch offer, and they continue to bluff through. I am postponing any legal action to see if the Revdex.com acts.
Loren Hyundai Customer Service was top notch! [redacted] is very professional, honest and makes the Sale experience worthwhile. General Manager and Finance Manager [redacted] was open about different options, monthly payments and financing that was affordable for my friend [redacted]. Would definitely recommend this dealer and [redacted] and the rest of the staff won't disappoint you!
Horrible service. Brought my Santa Fee SUV in for a G & O.
I waited for 2 hours plus, after being assured it would take no more than 1 hour. Additionally, it was a very slow day with little or no customers waiting for their vehicles. I politely asked after 1 hour how much longer it would be. I was brushed aside.
Initial Business Response /* (1000, 5, 2014/05/12) */
Contact Name and Title: [redacted] Service D
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@lorenautogroup.com
Arnold [redacted] came into Loren Hyundai 08/16/13 for oil and filter change and two Hyundai campaigns. On [redacted]...
Mr. [redacted] sent to Hyundai a customer survey with a request for corporate customer service for resolving issues. Mr. [redacted] was contacted by email asking what we could help him resolve regarding his visit to dealership. Mr. [redacted] email Loren Hyundai back about damage done to his rear bumper while in wash rack. Mr. [redacted] was contacted to set up a time for the service manager could inspect the damage. Vehicle was inspected and was agreed that we would repair rear bumper scratch. Mr. [redacted] inquired as to who would do repair on bumper. Service manager explained that repair would be done by our outside shop, Mr. [redacted] express concern that spot repair would not last and bumper would not look correct. Service manager explain that we would make sure the repair was done correctly and would not be noticeable. Mr. [redacted] hascontacted Hyundai twice to talk to them regarding dealerships decision. Mr. [redacted] returned to dealership 04/25/14 with estimate from a shop of his choice with request for Loren Hyundai to pay for repair at his shop. On 04/28/14 Mr. [redacted] was told Loren Hyundai would repair his rear bumper at no charge to him at our repair shop. Mr. [redacted] has had multiple meetings and phone calls with service manager and we have requested multiple times to set up a time when we can correct the damage to his vehicle. Loren will repaint the entire rear bumper and give Mr. Smith a loaner while his car is in our shop and we apologize for the inconvenience. This claim should have been done and over when the damageoccurred again we will fix what we scratched on Mr. [redacted] car
Initial Consumer Rebuttal /* (3000, 7, 2014/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, the statement "Mr. [redacted] express concern that spot repair would not last" is false. That issue was never in question. The issue in question which Loren Hyundai fails to mention in their response to the Bureau, is the single unacceptable offer that has been made to repair the damage with "cost cutting short cuts". Only now after the contact to the Revdex.com does Loren now offer to paint the entire bumper. Again, after my 9 month ordeal and experience with Loren Hyundai AND comments from another employee of this dealership, I simply do not trust leaving my vehicle with these people and would like a payment of $488.29 (which came from a reputable shop, [redacted] & [redacted] so I may take my vehicle to a shop of my choice and I will then be happy to consider this matter closed.
Final Business Response /* (4000, 11, 2014/06/02) */
We received letter from Office of Attorney General May 20 2014 I have included a copy of our responce. We will reimburse Mr. [redacted] for repairs to rear bumper scratch when he present bill on completed work. As of todays date Mr. [redacted] has not contacted us regarding our offer.
Final Consumer Response /* (4200, 14, 2014/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have indicated to Mr [redacted] on several occasions over the past year, that I am not interested in having Loren Hyundai repair my vehicle for the previously discussed reasons. Regardless of Mr. [redacted] eloquent responses to the Revdex.com, I have also discussed with him on several occasions, that due to my traveling schedule, I am not interested in having Loren Hyundai dictate when or where I should have my vehicle fixed. I would like to be paid the agreed upon amount of $488.23 and be allowed to take the vehicle to a shop of my choice at a time of my choice and I will consider this matter with the Revdex.com, Attorney Generals Office and other remedies I am seeking, closed.
Initial Business Response /* (1000, 5, 2015/06/13) */
Dear Valued Customer:
We sincerely regret that you feel that Loren Hyundai provided poor customer service in this matter and that we were otherwise unfair in not refunding your down-payment.
In order to be fair, we believe it...
important to point out a few facts that are missing from your complaint that relate to the entire series of events and circumstances and which address the customer service and refund issue.
As you know, on three separate occasions, our sales staff picked you up at home and on two occasions, drove you back home as a courtesy.
The second time you were at our store, you agreed to purchase the vehicle in question and you signed a purchase contract and provided a $500 non-refundable down-payment. As you know and as it states on the purchase contract, the $500 down-payment was non-refundable because: (1) as we did not have the specific vehicle you wanted in-stock, we had to buy the vehicle from another Hyundai dealer and have one of our sales staff pick it up and bring back to our store; and (2) you requested that we install a remote starter on the vehicle once we had it.
Loren Hyundai obtained the vehicle you ordered, installed the remote starter feature you requested, and contacted you to schedule delivery of the vehicle. You then agreed to come in to finish the transaction and take delivery.
After our sales associate picked you up at home, you came in to take delivery. At no time did you have any objections to the vehicle we obtained; quite the contrary, you were very please. Moreover, you did not have any issue with the financing you were approved for.
For the first time, you informed us that you were unhappy with the rate/price that your insurance company had quoted, and therefore, wanted to wait to take delivery until you resolved this matter.
Although the procurement of insurance was not related to our obligations, we nonetheless offered to assist you in finding a lower rate/price - you refused.
After you informed us that you would not take delivery, you requested that we drive you home. Unfortunately, we did not have an available staff member. Instead, we offered to assist you in getting a one day rental car at a discounted rate, which you agreed to.
The last time you came in was with your son, and on this date, you informed us that you changed your mind, did not want to purchase the vehicle, and demanded a refund. When we attempted to assist you resolve the insurance issue, you did not want to discuss it and simply demanded the refund. When we reminded you of the non-refundable agreement as stated on the purchase contract, your son became upset and unfortunately, a shouting match ensued followed by your son poking his finger in the eye of our manager. At this point you and your son left the store.
As a final effort to resolve matters, I called your son and again offered our assistance. We never heard back from you or your son.
Based on the above facts, Loren Hyundai believes it provided outstanding customer service, took all steps to offer assistance or otherwise resolve any and all issues, and in no way were ever rude or otherwise disrespectful towards you. We therefore ask that this complaint should remove and closed from our file.
We hope this clarifies the situation and look forward to resolving this matter.
Sincerely,
[redacted]
General Manager
Loren Hyundai
[redacted]
Glenview, IL XXXXX
XXX-XXX-XXXX
FILE 311004637 I RECIEVED YOUR COMPLAINT ON MICHAEL [redacted] OUR RESPONSE IS THIS CAR WAS SOLD AS IS AND SHOWN AND HE SIGNED AND NEW THAT. WE OFFERED TO SELL HIM A UC WARRANTY BUT HE DECLINED THE PURCHASE .A COUPLE OF DAYS LATER HE BROUGHT HIS TITLE IN AND SAID THE CAR NEEDED A FRT MOTOR MOUNT AND...
A REAR SHOCK ABSORBER WAS LEAKING AIR.WE REPAIRED THESE ITEMS AT NO CHARGE EVEN HE BOUGHT THIS CAR AS IS AN SHOWN AT NO TIME WAS THIS CAR UNSAFE TO DRIVE THE 2 ITEMS WERE STILL OK BUT HIS MECHANIC TOLD HIM THEY NEEDED REPLACING SO WE DID IT TO MAKE THE COUSTOMER HAPPY THEN THE COUSTOMER WROTE A NASTY REVIEW ON YELP AFTER THE REPAIRS WERE MADE THE UC MGER HAS ASKED HIM TO COME IN ON 3 OCASSIANS TO TRY AN RESOLVE THE PROBLEM BUT HE HASNT COME IN AS OF THIS WRITING I CALLED MR [redacted] THIS MORNING BUT HE HS NOT RESPONDED YET .I WILL DO EVERYTHING WITH IN REASON TO RESOLVE THIS CLAIM DENNIS [redacted] .