Suntrup Hyundai of Wentzville

As of today this issue is almost resolve and I am sure thanks to [redacted] from Suntrup it will be resolveI would like to close it Thanks you so much for your help Revdex.com

Vehicle is in service, customer is in a loaner free of chargeWe are working to the best of our ability for a reasonable outcome

Complaint: [redacted] I am rejecting this response because: that is the same message al most verbatim he posted in response to my dealer ratingOnly difference is he left out all the inaccurate figures from the first oneI even called him two days in a row and left two voicemails both of which have been unansweredHes so busy to call back but sure has time to write quick email responsesThis company loves to advertise about CUSTOMER SERVICE THIS AND CUSTOMER SERVICE THATBillboard in sales room...WE'RE NOT JUST INTERESTED IN SELLING AND SERVICING CARSWE'RE INTERESTED IN BUILDING RELATIONSHIPSApparently they are about selling and servicing cars because that is his exact approach I am not being unreasonableOther dealerships tell their customers any issues within days bring car back and exchange itThis company shouldnt be advertising about all this customer service treatment if they are not gonna stand behind itContact needs to be made with someone above him then Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/07/31) */ We actually resent the customer cancellations forms on 7/The forms were misplaced from an employee turnoverWe were able to date the cancellation forms for the original date that came inMr [redacted] also has a copy of the cancellations for his recordAppointments for dents to be removed are taken care of and customer is aware of that

I have just got off the phone with [redacted] ***I completely understand why he is upsetit was human error,but was our error and a big inconvenience to himWe have worked out an agreeable resolution to his inconvenience.I thanked him for bringing this to our attentionWe sincerely apologized it happening in the first place [redacted] Executive AssistantSuntrup Automotive group [redacted] @suntrup.com [redacted] ***C [redacted]

Complaint: [redacted] I am rejecting this response because: All of this paperwork was copied by the Finance manager back in Nov I am struggling to find exactly what they are wanting I logged into my car lenders website and did show them my payoff was $but this is not enough info to release my refund It should NOT be this hard to get a refund for something requested several weeks ago Sincerely, [redacted]

Good morning, As of now I'll be rejecting the response. I did talk to [redacted] and she told me to take the truck to my local inspection shop and Suntrup was going to refund me for the inspection fee. My appointment was for today at 09:00, I took the truck to be inspected and it DID not passed the inspection due to a faulty rod of some kind (no clue, not mechanically sound). As always I called them about 3 times already, left one voice mail and so far no one has contacted me on about what to do next.This are the problems that I am facing right now:1. I am leaving for a work conference around 12-1 pm today and not coming home until Sunday night.2. Last day to pay sales taxes is today and if I can't get a passable inspection today, I wont be able to pay y sales taxes and a late fee will be applied, who is going to pay for the late fee??3. After tomorrow I won't be able to drive my truck due to expired temp tag. I am not satisfy with the outcome of this business transaction. BBB thanks for your help. Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

I am so sorry that this was not communicated to you what was going on No excuse for a no return callThe cancellation was turned in a proper procedure followed the refund went to the lien holder.If you told them it was paid off the manager should have told you we would need a pay off letter or lien release from the lien holder.I have attached a copy of the check sent to the lien holderWe have since spoke and I trust we have this resolved.I again apologize for the lock of communication and follow throughYou have my contact information should any other issues arise[redacted] Executive AssistantSuntrup Automotive group [redacted] @suntrup.com [redacted] ***

Initial Business Response /* (1000, 7, 2015/10/16) */
Suntrup Hyundai of West County is very sorry for the delay, but it has now been sent and received by the customer

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
Sincerely,
*** ***

He is correct the vehicle did not passthe item they are saying failed was just recently replacedthe customer was asked to bring the vehicle to usWe gave him something to driveWe will cover the rental vehicle, the inspection,the late fee,and compensation for gaswe do apologize , this has been a inconvenience to the customer since he lives quite some way from the dealershipWe are making every effort to make this right

I am doing all possible to resolve this in a positive manorWe have all the document she gave us There was not an acceptable document to prove payoff of the loan We have not even received the refund yet to pay herBut in order to resolve this I offered to cut the check todayI can still do that I can submit it to her lender as we are supposed to do.I know that that is not what is most desirable for the customer So yes I have asked that she provide proof of payoff so this check can be cut to her.If this is not acceptable for her I will just have it cut today I will need nothing further and she can retrieve it from the lender

Our management staff has been in contact, the issue has been addressed.The message from our Regional Sales Manager to *** is.*** , I am sorry you are having issues with your vehicleWe have facilitated getting your vehicle repaired at the local dealership with your extended warranty.All I
need from you is the receipt for the tires and I will work on getting you reimbursed for the replacement tire.*** ***

I am so sorry that you have not been contacted regarding your refund.I do show that the process was started 12/1/This process usually takes about three weeks.So it is on scheduleThe finance manager who put this all in process is no longer with us.I can expedite and get the check issued today
because of your troublesAll I am in need of is a payoff letter with Vehicle identification # on it.Or the odometer statement/ buyers order from the dealership where tradedAgain I am sorry for the lack of communication,no response to your callWe will get this resolved in a positive mannor today.This is so the refund can be issued to you and not the lender. *** ***Executive AssistantSuntrup Automotive group***@suntrup.comP *** Ext ***C***

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 ***I have sent her the info she needs to give me the refund today. ***
Sincerely,
*** ***

***, I'm sorry you feel the way you do. We stand behind the vehicles we sell, that is why we offered to fix your vehicle right away, the vehicle wasn't squeaking when you test drove it or we would have taken care of it then, sometimes belts get loose. We will take care of your vehicle
and stand behind what we sell. This is the response from the *** ***,General manager, we are currently trying to resolve this issue.The customers vehicle is in service and he is in a loaner carWe are completely involved in making this a positive resolutionNot sure why it has come to this pointIf further assistance is needed or communication issue please contact *** at your earliest convenience

Complaint: ***
I am rejecting this response because: Alot of dealerships put customers in FREE loaners when their vehicle is being serviced.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/31) */
We actually resent the customer cancellations forms on 7/30. The forms were misplaced from an employee turnover. We were able to date the cancellation forms for the original date that came in. Mr. [redacted] also has a copy of the cancellations for...

his record. Appointments for dents to be removed are taken care of and customer is aware of that.

Good morning, As of now I'll be rejecting the response.  I did talk to [redacted] and she told me to take the truck to my local inspection shop and Suntrup  was going to refund me for the inspection fee.  My appointment was for today at 09:00, I took the truck to be inspected and it DID not passed the inspection due to a faulty rod of some kind (no clue, not mechanically sound).  As always I called them about 3 times already, left one voice mail and so far no one has contacted me on about what to do next.This are the problems that I am facing right now:1. I am leaving for a work conference around 12-1 pm today and not coming home until Sunday night.2. Last day to pay sales taxes is today and if I can't get a passable inspection today, I wont be able to pay y sales taxes and a late fee will be applied, who is going to pay for the late fee??3. After tomorrow I won't be able to drive my truck due to expired temp tag. I am not satisfy with the outcome of this business transaction.  Revdex.com thanks for your help.   Complaint: [redacted]  
I am rejecting this response because:
Sincerely,
[redacted]

Vehicle is in service, customer is in a loaner free of charge. We are working to the best of our ability for a reasonable outcome.