Luther Burnsville Hyundai

Initial Business Response / [redacted] (1000, 6, 2015/07/14) */ We contacted Mr [redacted] and mailed a $gas card to him last weekHe was happy with the resolution Charlie [redacted]

I am rejecting this response because: The "Y" pipe that was replaced by Luther is what broke again on 9-10-

Initial Business Response /* (1000, 5, 2015/08/04) */
The part for this customer's repair is on back orderWe've checked with Hyundai and cannot swap the audio unit's as there vin specificWe contacted Hyundai and Hyundai will contact customer direct
Initial Consumer Rebuttal /* (2000, 12,
2015/10/05) */
Hyundai has resolved this issue that has far exceeded my expectations

Burnsville Hyundai performed as agreed with regards to payment on complainant's former vehicle. We were provided with information that there were payments remaining, we agreed to pay payments, we paid paymentsPlease see corresponding documents as evidence, including signature by Mr
*** as acknowledgment of Burnsville Hyundai's responsibility. We did agree to pay Mr*** $for any confusion and to address the issue of gas. That check was signed on 5/and placed in the mail on 5/26. After being notified of Mr***' complaint, I immediately reached out to him on 5/26. We spoke later in that day, I am under the understanding that this issue is resolved between us. I invited Mr. *** to connect with me the next time he is in the dealership

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe General Manager understands the issue and has committed to making the issue of the oil changes right on the Elantra

I am rejecting this response because:
We were told that we would be able to hear the phone calls that were made between my significant other and Andrew. Because we did not hear those messages I do not believe that he was told that he was going to be charged. The whole thing could have been avoided if you would have listened to the conversation to see whether or not the conversations had actually been exchanged.

Initial Business Response /* (1000, 6, 2015/07/14) */
We contacted Mr. [redacted] and mailed a $25 gas card to him last week. He was happy with the resolution.
Charlie [redacted]

My name is [redacted], General Manager of Burnsville Hyundai.  I am responding to a complaint by [redacted] regarding her 2010 Dodge Journey that she purchased from Burnsville Hyundai on April 11, 2016.  After purchasing the Journey Mrs. [redacted] brought it back on April 15...

with a check engine light and a coolant smell.  Our tech found a fault for a switch and sensor.  He also found a coolant leak from the Y pipe.  We installed a new switch, sensor and Y pipe at no charge.  At that point the vehicle checked out fine.  Mrs. [redacted] picked up the vehicle and Burnsville Hyundai and did not complain of any other problems until the end of September 2016.  That is when she called and wanted us to take the Journey back due to the problems stated in her complaint.  Used vehicles may end up having problems that we can’t predict.  That is why we have a 5-Day/500 mile return or exchange policy and the 60-Day 2500 mile Luther Advantage Warranty. If Mrs. [redacted] had brought the vehicle back with problems during the warranty period we would have addressed them then.  After having the vehicle for several months it is hard to say what caused the problems.  As for extended service contracts, they are administered by a third party.  There are limitations on coverage beyond our control.  Mrs. [redacted] insisted that we buy back the Journey.  I explained that it had been several months since she purchased the vehicle and I would do what I could to try and help her out as she was adamant about getting out of the vehicle.  Burnsville Hyundai agreed to pay off her loan in the amount of $13686.00 after the service contract and GAP cancellation refund was applied to the balance.  The original purchase price was $14499.00.  The $2000.00 down payment was to cover negative equity for the trade in vehicle at the time of purchase.   I believe Burnsville Hyundai was more than fair by paying off the loan and buying the vehicle back for much more than trade value.  I tried to explain that Burnsville Hyundai would work with her to find a new vehicle but Mrs. [redacted] was not willing to work with us.   Please let me know if you need any other information regarding this matter.    Regards,   [redacted] General Manager Burnsville Hyundai ###-###-####

First of all, I’d like to apologize to the complainant for the misunderstandings that took place on this recent transaction here at Burnsville Hyundai. As most people know, this is a Luther Automotive dealership. Luther is a very large automotive group in the Midwest, and we surly wouldn’t...

have grown as we have if we didn’t treat customers with respect, and weren’t fair with each customer. That being said, I believe we’ve learned from this customers experience that better communication is in order. There may have been a language barrier we should have recognized earlier in the process, and maybe we could have involved the complainant sooner and avoided all of this, but we’ll never know since we didn’t, I’m truly sorry for that.   I’ve spoken to the parties involved in this transaction here at the dealership. It’s sometimes difficult to respond to a complaint when the complainant is a third party to most of the situation, just as it’s hard for me to write this response not having been involved myself.   The customer called and stated that their vehicle needed an engine. They were asked how they knew that and responded that another shop had told them that and that the vehicle was not running and needed to be towed. We suggested the vehicle be towed to our dealership, where we would have to confirm the diagnosis before we could determine if this was a warrantable repair. There was no mention of needed transportation at that time. The customer stated the vehicle was already on the way to the dealership. Once the customer arrived with the vehicle at the dealership they had requested a loaner vehicle, but no available loaners were available. It is possible the customer witnessed others getting loaner / rental vehicles, but is this occurred it was simply because those customers had scheduled a vehicle in advance. Please keep in mind Hyundai warranty doesn’t have any provision in it to provide alternate transportation (at times Hyundai will provide a loaner as a goodwill gesture).  The customer was persistent about needing a vehicle to drive, but the dealership had none. Brandon was given a used vehicle out of our inventory to give the customer something he could drive – this was not a rental or loaner vehicle, but a vehicle the dealership was trying to sell. We went above and beyond to try and take care of this customer. The customer was told at that time that as soon as a true loaner was available, we would need them to bring this inventory vehicle back to us, he agreed.  We inspected the vehicle and found it indeed needed an engine due to an internal failure. The vehicle was out of the factory warranty  for an engine failure. Our team inquired with Hyundai about the possibility of warranty coverage due to the failure being more common than most. We found that Hyundai had issued a “Warranty extension” that would cover the repair and informed the customer of such. Approximately a day after the customer dropped off his vehicle,  a loaner was returned that wasn’t spoken for, we contacted the customer and asked them to return to the dealership. The customer agreed to return that evening and exchange vehicles, and was informed that Hyundai would take care of the rental car charges, but only if they were in a true vehicle designated as a loner / rental vehicle in their system. The evening came and went with the customer never arriving to exchange vehicles. The customer was contacted again to remind them the vehicle needed to be exchanged, again the customer agreed to return our inventory vehicle and pick up a rental Hyundai would pay for or they would be charged personally for the vehicle they were driving. Again the customer agreed to return to the dealership for the exchange, but didn’t. Once the customers vehicle was completed, they were contacted and we addressed a few needed maintenance items, and the customer declined. They were informed the vehicle was done, and that their only charge was for the rental vehicle since we could give the rental bill to Hyundai due to the fact the customer wasn’t in a  true Hyundai rental vehicle.  The customer wasn’t happy about the charges, but we feel we had done our best to avoid these charges by informing the customer all along about the possibility of charges if they didn’t return our vehicle and pick up a Hyundai rental vehicle. Brandon was involved in there conversations, and when it was evident he wasn’t able to resolve the dispute, he involved me. I felt this wasn’t worth the back and forth debates, so I asked Andrew to write off the rental vehicle expense to policy, and let the customer pick up their completed vehicle. We discussed at this time that we could have done a better job communicating, and let this one go and write it up as a learning experience. The customer picked up the vehicle, and near as I knew, was happy now that we took care of the rental charges as they requested. Obviously as I write this response, I now know the customer wasn’t 100% happy, and more than likely, never will be with Luther Burnsville Hyundai, and that’s understandable.   Let me respond now to the customers desired settlement. #1 – we didn’t give any personal information to anyone, obviously the fact that when calling the customer, and them handing the phone to the significant other, we knew the customer was ok with us discussing the matter with this person. We have very strict policy regarding customers personal information and undergo many audits throughout the year to insure compliance.  #2 – we now know the risks and cost to giving out a vehicle that’s not a rental, and given this issue, we will never do that again. Customers will be served by appointment first, and then by availability.  #3 – when a vehicle is dropped off for service, the customer is simply is asked to sign our work order, an order that is in the customers own words as to what they request us to do, customers are provided a copy of all invoices once their vehicle is completed. This customers suggestion of giving a copy upon drop off will be forwarded to our corporate office for review, thank you for the suggestion.  #4 – other issues – obviously if there were “other issues” we could have done repairs on and passed on the bill to Hyundai, we would have. We are a business and wouldn’t ever pass on business the manufacturer will take care of at their expense. That being said, we will never mislead or fraudulently preform work and charge the manufacturer. The additional service work we suggested was maintenance, and Hyundai doesn’t pay for maintenance. The vehicle was in need of such maintenance as a transmission flush due to dirty fluid, not related to the engine repairs. If we had found related repairs caused by the failure of the engine, these repairs would have more than likely been covered by warranty as well, this is not the case here.  #5 – we believe we do treat everyone with the same respect, again, we apologize if the customer feels we didn’t. As we look back on this whole experience, please keep in mind the following  – we have customer that had never been to our dealership – that didn’t purchase the vehicle from us - that didn’t have an appointment  and we worked into our schedule almost immediately – that was provided alternate transportation when we didn’t have a vehicle available -  that we found warranty coverage to cover over $8000 in repairs – and we agreed to take care of rental charges for a vehicle not provided for by the manufacturer.  In no stretch of the imagination do I see we treated this customer any differently than someone that has been a loyal customer, that did purchase from us, that had an appointment, or that had scheduled a rental vehicle in advance. As I’ve already stated, I apologize on behalf of Luther for the customers experience. I see a lot of good things that happened, but I also see where we can improve, and for bringing that to our attention, I thank the customer. It only takes dropping the ball in one area, to ruin the customers experience, no matter how many good things occur. We can always learn for these situations.   Thank you!   Joe [redacted]