Initial Business Response / [redacted] (1000, 7, 2015/03/03) */ To whom it may concern, Thank you for the opportunity to respond to Mr***'s concerns It is extremely important to our staff that our guests get treated fairly and with respect at all times Our commitment to this can best be illustrated by our Revdex.com A+ rating Any concerns and reasonable requests are fully heard, researched and a fair and equitable solutions givenIn most cases, we err on the side of going above and beyond what is considered reasonable in finding and presenting solutions to our clients concerns because we understand the service and satisfaction of our clients is more important than anything elseThis is why we have the day- mile return or exchange policy in placeWe want our clients to feel good about the selection that they've madeIn addition, all of our vehicles are inspected and reconditioned to the best of our abilities and are put out on our lot for sale in what we believe is good working orderIf a car does not meet our high standards, we do not retail itIn fact, in those instances, we send it to the auction and in other cases, to be properly disposed of With that being said, regarding Mr***'s concerns, we have acted immediately upon learning of any and all concerns he has presented to usPlease see below what has been done to remedy any concerns that he has had as well as our effort to go above and beyond reasonable to satisfy a valued client The original purchase date was 2-18- On 2-23-Mr [redacted] contacted us and informed us that his vehicle was running roughWe told him that we'd be glad to run a diagnostic on it and to bring it in, at which point we provided him with a new car service loaner at no cost to him while we began diagnosing his vehicleWhile he was at our store, Mr [redacted] expressed interest in another vehicle that was priced $3,above what he had previously purchasedAt his request, we made an effort to provide financing for him which, we were able to acquireDue to privacy rules, we cannot provide any more information regarding that other than to say Mr [redacted] decided the options did not fit within his budgetUltimately, we were able to correct the rough idling by replacing an ignition coil and three spark plugs On 2-27-Mr [redacted] contacted us to inform us that his car did not start in the morningHe did say that after his initial attempt, he waited minutes and then it startedAlthough the temperature that morning was below zero (-10) we asked him to bring in the vehicle so we could see if there is a new issue that had developed on his used carWe gave him a new service loaner again to use at no charge while we performed diagnostic procedures on his carWe decided that the starter, because of being older, combined with the extreme cold, would best be replaced with a new one and provide many years of serviceWe completed the repair and to spare Mr [redacted] any further inconvenience, we drove his vehicle out to Cn Rapids and delivered it to him and drove our no-cost service loaner back to Bloomington As we hope this illustrates, we have met all of Mr***'s requests with calm, professional and thoughtful results, providing him with repairs and service at no cost to him in an ongoing effort to satisfy him and provide him with a reliable used vehicle at a low cost We have presented him with additional options as well as provided results to options he has requested of usOur hope is that Mr [redacted] is able to reflect on prior events and see how we have attempted multiple times to both satisfy and provide solutions to his requests Thank you for your attention, time and consideration in this matter Please feel free to inquire about any additional information you may need Respectfully, [redacted] (***) [redacted] General Manager of Luther Bloomington Hyundai Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) My only issue if the car was inspected right I shouldn't have to miss time at work and school to have the car serviced twice in one weekI feel like the car was not inspected to their and my standardsThe car is driving fine now but I am just crossing my fingers that I do not need to head to that dealership ever againI feel like I was just pushed to the side and my thoughts and feelings weren't consideredThey didn't consider that I like minutes away and how much of my gas was used to drive down there and for them to drive it up to meAlso a technician drive it homeThe least they could of done is filled it upSo besides the miss day of work and the day of school it still came to a cost to me l with gas money and personal timeI feel like they didn't live up to their gaurentee as stated on there websiteI didn't get a reliable car and it didn't performI will just warn my customers and friends never to go here that they don't care about the people just the money they get by getting cars off there lot and making moneyI just really hope all the issues with the car are done I do not want to go to a place that treated me as a dollar sign and not a person
Reached GM Lenny [redacted] by phone (7/13). Mr [redacted] indicates he attempted to contact Ms [redacted] on or about 7/2 and again on 7/7 to discuss this matter, but has not received a return call to date. He invites Ms [redacted] to contact him at ###-###-####.
Received call and follow-up e-mail from GM Lenny [redacted]. Explained that the dealership "made the 2nd payment to the correct lender on 8/24/2016. Our employee sent a copy of the check to [redacted]." Adds that the customer commented about the dealership on Facebook, and that "our employee that made...
the mistake replied directly to him on Facebook and apologized on behalf of the store."
Initial Business Response /* (1000, 7, 2015/03/03) */
To whom it may concern,
Thank you for the opportunity to respond to Mr. [redacted]'s concerns.
It is extremely important to our staff that our guests get treated fairly and with respect at all times.
Our commitment to this can best be illustrated...
by our Revdex.com A+ rating.
Any concerns and reasonable requests are fully heard, researched and a fair and equitable solutions given. In most cases, we err on the side of going above and beyond what is considered reasonable in finding and presenting solutions to our clients concerns because we understand the service and satisfaction of our clients is more important than anything else. This is why we have the 5 day- 500 mile return or exchange policy in place. We want our clients to feel good about the selection that they've made. In addition, all of our vehicles are inspected and reconditioned to the best of our abilities and are put out on our lot for sale in what we believe is good working order. If a car does not meet our high standards, we do not retail it. In fact, in those instances, we send it to the auction and in other cases, to be properly disposed of.
With that being said, regarding Mr. [redacted]'s concerns, we have acted immediately upon learning of any and all concerns he has presented to us. Please see below what has been done to remedy any concerns that he has had as well as our effort to go above and beyond reasonable to satisfy a valued client.
The original purchase date was 2-18-15.
On 2-23-15 Mr. [redacted] contacted us and informed us that his vehicle was running rough. We told him that we'd be glad to run a diagnostic on it and to bring it in, at which point we provided him with a new car service loaner at no cost to him while we began diagnosing his vehicle. While he was at our store, Mr. [redacted] expressed interest in another vehicle that was priced $3,000 above what he had previously purchased. At his request, we made an effort to provide financing for him which, we were able to acquire. Due to privacy rules, we cannot provide any more information regarding that other than to say Mr. [redacted] decided the options did not fit within his budget. Ultimately, we were able to correct the rough idling by replacing an ignition coil and three spark plugs.
On 2-27-15 Mr. [redacted] contacted us to inform us that his car did not start in the morning. He did say that after his initial attempt, he waited 5 minutes and then it started. Although the temperature that morning was 10 below zero (-10) we asked him to bring in the vehicle so we could see if there is a new issue that had developed on his used car. We gave him a new service loaner again to use at no charge while we performed diagnostic procedures on his car. We decided that the starter, because of being older, combined with the extreme cold, would best be replaced with a new one and provide many years of service. We completed the repair and to spare Mr. [redacted] any further inconvenience, we drove his vehicle out to Cn Rapids and delivered it to him and drove our no-cost service loaner back to Bloomington.
As we hope this illustrates, we have met all of Mr. [redacted]'s requests with calm, professional and thoughtful results, providing him with repairs and service at no cost to him in an ongoing effort to satisfy him and provide him with a reliable used vehicle at a low cost.
We have presented him with additional options as well as provided results to options he has requested of us. Our hope is that Mr. [redacted] is able to reflect on prior events and see how we have attempted multiple times to both satisfy and provide solutions to his requests.
Thank you for your attention, time and consideration in this matter.
Please feel free to inquire about any additional information you may need.
Respectfully,
[redacted]
General Manager of Luther Bloomington Hyundai
Initial Consumer Rebuttal /* (3000, 9, 2015/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My only issue if the car was inspected right I shouldn't have to miss time at work and school to have the car serviced twice in one week. I feel like the car was not inspected to their and my standards. The car is driving fine now but I am just crossing my fingers that I do not need to head to that dealership ever again. I feel like I was just pushed to the side and my thoughts and feelings weren't considered. They didn't consider that I like 35 minutes away and how much of my gas was used to drive down there and for them to drive it up to me. Also a technician drive it home. The least they could of done is filled it up. So besides the miss day of work and the day of school it still came to a cost to me l with gas money and personal time. I feel like they didn't live up to their gaurentee as stated on there website. I didn't get a reliable car and it didn't perform. I will just warn my customers and friends never to go here that they don't care about the people just the money they get by getting cars off there lot and making money. I just really hope all the issues with the car are done I do not want to go to a place that treated me as a dollar sign and not a person.
Initial Business Response /* (1000, 8, 2015/12/15) */
Received response from Luther Bloomington Hyundai via uploaded attachments -- includes copy of payment receipt, check to Ally Financial dated 11/16, copy of FedEx delivery confirmation showing delivery 11/17.
Text of accompanying response...
letter reads as follows:
"[redacted] came into the dealership Saturday Nov. 14th. She expressed concerns regarding her first payment on her recent auto loan. We collected the first payment at the dealership a couple weeks prior to her coming in.
Unfortunately, we do not have office staff available on Saturdays, so we were unable to check the status of her payment. She became very agitated. We did ask her to leave when she began to raise her voice and swear on out show floor.
First thing Monday morning, we did see that the check had not been issued to Ally to cover her first payment. We issued a check in the amount of $408.74 for her first monthly payment. That check was sent over night to Ally.
We emailed her the receipt for the cash she gave to the dealership in the amount of $390. She did not receive a receipt originally. It was offered to her, but she declined.
As a dealership, we do not normally collect the first payment from the customer. However, it was necessary in this case because of how long it took to get final approval on her loan.
It took a couple months to get the loan finalized because the income Mrs. Lee stated on her credit application was not supported by the documentation she provided us.
The check was delivered to Ally on Tuesday, Nov. 17th and signed for by Ally. It cleared our bank account on Wednesday, Nov. 20th."
Initial Business Response / [redacted] (1000, 7, 2015/03/03) */ To whom it may concern, Thank you for the opportunity to respond to Mr***'s concerns It is extremely important to our staff that our guests get treated fairly and with respect at all times Our commitment to this can best be illustrated by our Revdex.com A+ rating Any concerns and reasonable requests are fully heard, researched and a fair and equitable solutions givenIn most cases, we err on the side of going above and beyond what is considered reasonable in finding and presenting solutions to our clients concerns because we understand the service and satisfaction of our clients is more important than anything elseThis is why we have the day- mile return or exchange policy in placeWe want our clients to feel good about the selection that they've madeIn addition, all of our vehicles are inspected and reconditioned to the best of our abilities and are put out on our lot for sale in what we believe is good working orderIf a car does not meet our high standards, we do not retail itIn fact, in those instances, we send it to the auction and in other cases, to be properly disposed of With that being said, regarding Mr***'s concerns, we have acted immediately upon learning of any and all concerns he has presented to usPlease see below what has been done to remedy any concerns that he has had as well as our effort to go above and beyond reasonable to satisfy a valued client The original purchase date was 2-18- On 2-23-Mr [redacted] contacted us and informed us that his vehicle was running roughWe told him that we'd be glad to run a diagnostic on it and to bring it in, at which point we provided him with a new car service loaner at no cost to him while we began diagnosing his vehicleWhile he was at our store, Mr [redacted] expressed interest in another vehicle that was priced $3,above what he had previously purchasedAt his request, we made an effort to provide financing for him which, we were able to acquireDue to privacy rules, we cannot provide any more information regarding that other than to say Mr [redacted] decided the options did not fit within his budgetUltimately, we were able to correct the rough idling by replacing an ignition coil and three spark plugs On 2-27-Mr [redacted] contacted us to inform us that his car did not start in the morningHe did say that after his initial attempt, he waited minutes and then it startedAlthough the temperature that morning was below zero (-10) we asked him to bring in the vehicle so we could see if there is a new issue that had developed on his used carWe gave him a new service loaner again to use at no charge while we performed diagnostic procedures on his carWe decided that the starter, because of being older, combined with the extreme cold, would best be replaced with a new one and provide many years of serviceWe completed the repair and to spare Mr [redacted] any further inconvenience, we drove his vehicle out to C
n Rapids and delivered it to him and drove our no-cost service loaner back to Bloomington As we hope this illustrates, we have met all of Mr***'s requests with calm, professional and thoughtful results, providing him with repairs and service at no cost to him in an ongoing effort to satisfy him and provide him with a reliable used vehicle at a low cost We have presented him with additional options as well as provided results to options he has requested of usOur hope is that Mr [redacted] is able to reflect on prior events and see how we have attempted multiple times to both satisfy and provide solutions to his requests Thank you for your attention, time and consideration in this matter Please feel free to inquire about any additional information you may need Respectfully, [redacted] (***) [redacted] General Manager of Luther Bloomington Hyundai Initial Consumer Rebuttal / [redacted] (3000, 9, 2015/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) My only issue if the car was inspected right I shouldn't have to miss time at work and school to have the car serviced twice in one weekI feel like the car was not inspected to their and my standardsThe car is driving fine now but I am just crossing my fingers that I do not need to head to that dealership ever againI feel like I was just pushed to the side and my thoughts and feelings weren't consideredThey didn't consider that I like minutes away and how much of my gas was used to drive down there and for them to drive it up to meAlso a technician drive it homeThe least they could of done is filled it upSo besides the miss day of work and the day of school it still came to a cost to me l with gas money and personal timeI feel like they didn't live up to their gaurentee as stated on there websiteI didn't get a reliable car and it didn't performI will just warn my customers and friends never to go here that they don't care about the people just the money they get by getting cars off there lot and making moneyI just really hope all the issues with the car are done I do not want to go to a place that treated me as a dollar sign and not a person
Reached GM Lenny [redacted] by phone (7/13). Mr [redacted] indicates he attempted to contact Ms [redacted] on or about 7/2 and again on 7/7 to discuss this matter, but has not received a return call to date. He invites Ms [redacted] to contact him at ###-###-####.
Received call and follow-up e-mail from GM Lenny [redacted]. Explained that the dealership "made the 2nd payment to the correct lender on 8/24/2016. Our employee sent a copy of the check to [redacted]." Adds that the customer commented about the dealership on Facebook, and that "our employee that made...
the mistake replied directly to him on Facebook and apologized on behalf of the store."
Initial Business Response /* (1000, 7, 2015/03/03) */
n Rapids and delivered it to him and drove our no-cost service loaner back to Bloomington.
To whom it may concern,
Thank you for the opportunity to respond to Mr. [redacted]'s concerns.
It is extremely important to our staff that our guests get treated fairly and with respect at all times.
Our commitment to this can best be illustrated...
by our Revdex.com A+ rating.
Any concerns and reasonable requests are fully heard, researched and a fair and equitable solutions given. In most cases, we err on the side of going above and beyond what is considered reasonable in finding and presenting solutions to our clients concerns because we understand the service and satisfaction of our clients is more important than anything else. This is why we have the 5 day- 500 mile return or exchange policy in place. We want our clients to feel good about the selection that they've made. In addition, all of our vehicles are inspected and reconditioned to the best of our abilities and are put out on our lot for sale in what we believe is good working order. If a car does not meet our high standards, we do not retail it. In fact, in those instances, we send it to the auction and in other cases, to be properly disposed of.
With that being said, regarding Mr. [redacted]'s concerns, we have acted immediately upon learning of any and all concerns he has presented to us. Please see below what has been done to remedy any concerns that he has had as well as our effort to go above and beyond reasonable to satisfy a valued client.
The original purchase date was 2-18-15.
On 2-23-15 Mr. [redacted] contacted us and informed us that his vehicle was running rough. We told him that we'd be glad to run a diagnostic on it and to bring it in, at which point we provided him with a new car service loaner at no cost to him while we began diagnosing his vehicle. While he was at our store, Mr. [redacted] expressed interest in another vehicle that was priced $3,000 above what he had previously purchased. At his request, we made an effort to provide financing for him which, we were able to acquire. Due to privacy rules, we cannot provide any more information regarding that other than to say Mr. [redacted] decided the options did not fit within his budget. Ultimately, we were able to correct the rough idling by replacing an ignition coil and three spark plugs.
On 2-27-15 Mr. [redacted] contacted us to inform us that his car did not start in the morning. He did say that after his initial attempt, he waited 5 minutes and then it started. Although the temperature that morning was 10 below zero (-10) we asked him to bring in the vehicle so we could see if there is a new issue that had developed on his used car. We gave him a new service loaner again to use at no charge while we performed diagnostic procedures on his car. We decided that the starter, because of being older, combined with the extreme cold, would best be replaced with a new one and provide many years of service. We completed the repair and to spare Mr. [redacted] any further inconvenience, we drove his vehicle out to C
As we hope this illustrates, we have met all of Mr. [redacted]'s requests with calm, professional and thoughtful results, providing him with repairs and service at no cost to him in an ongoing effort to satisfy him and provide him with a reliable used vehicle at a low cost.
We have presented him with additional options as well as provided results to options he has requested of us. Our hope is that Mr. [redacted] is able to reflect on prior events and see how we have attempted multiple times to both satisfy and provide solutions to his requests.
Thank you for your attention, time and consideration in this matter.
Please feel free to inquire about any additional information you may need.
Respectfully,
[redacted]
General Manager of Luther Bloomington Hyundai
Initial Consumer Rebuttal /* (3000, 9, 2015/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My only issue if the car was inspected right I shouldn't have to miss time at work and school to have the car serviced twice in one week. I feel like the car was not inspected to their and my standards. The car is driving fine now but I am just crossing my fingers that I do not need to head to that dealership ever again. I feel like I was just pushed to the side and my thoughts and feelings weren't considered. They didn't consider that I like 35 minutes away and how much of my gas was used to drive down there and for them to drive it up to me. Also a technician drive it home. The least they could of done is filled it up. So besides the miss day of work and the day of school it still came to a cost to me l with gas money and personal time. I feel like they didn't live up to their gaurentee as stated on there website. I didn't get a reliable car and it didn't perform. I will just warn my customers and friends never to go here that they don't care about the people just the money they get by getting cars off there lot and making money. I just really hope all the issues with the car are done I do not want to go to a place that treated me as a dollar sign and not a person.
Initial Business Response /* (1000, 8, 2015/12/15) */
Received response from Luther Bloomington Hyundai via uploaded attachments -- includes copy of payment receipt, check to Ally Financial dated 11/16, copy of FedEx delivery confirmation showing delivery 11/17.
Text of accompanying response...
letter reads as follows:
"[redacted] came into the dealership Saturday Nov. 14th. She expressed concerns regarding her first payment on her recent auto loan. We collected the first payment at the dealership a couple weeks prior to her coming in.
Unfortunately, we do not have office staff available on Saturdays, so we were unable to check the status of her payment. She became very agitated. We did ask her to leave when she began to raise her voice and swear on out show floor.
First thing Monday morning, we did see that the check had not been issued to Ally to cover her first payment. We issued a check in the amount of $408.74 for her first monthly payment. That check was sent over night to Ally.
We emailed her the receipt for the cash she gave to the dealership in the amount of $390. She did not receive a receipt originally. It was offered to her, but she declined.
As a dealership, we do not normally collect the first payment from the customer. However, it was necessary in this case because of how long it took to get final approval on her loan.
It took a couple months to get the loan finalized because the income Mrs. Lee stated on her credit application was not supported by the documentation she provided us.
The check was delivered to Ally on Tuesday, Nov. 17th and signed for by Ally. It cleared our bank account on Wednesday, Nov. 20th."