Suntrup Hyundai of Wentzville

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 $0 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]

I just talked to Mr. [redacted]. It was unfortunate we could not get him financed to the original terms he wanted. So both parties agreed we will refund $760 and we will pick up the vehicle.I hope we can assist him in the future. We apologize for any mis understanding or inconvenience. [redacted]...

[redacted]Executive AssistantSuntrup Automotive group[redacted]@suntrup.comP [redacted]

Initial Business Response /* (1000, 5, 2015/09/21) */
Suntrup Hyundai of West County has a copy of the financial contract that has the correct price of the extended warranty and a copy of the customer option summary stating that the vehicle payments with the extended warranty would be $267.75. The...

customer has signed both of these stating that she agrees that her payments will be $267.75.
When the extended warranty was printed, there was a programming error and it printed the incorrect price. Neither the finance person nor the customer noticed it at the time. While the extended warranty has the incorrect price, the finance warranty is correct.

All paperwork for Mr. [redacted] has been mailed out overnight on February 22nd. The paperwork includes the title. sorry for the inconvenience

I have just got off the phone with [redacted]. I completely understand why he is upset. it was human error,but was our error and a big inconvenience to him. We have worked out an agreeable resolution to his inconvenience.I thanked him for bringing this to our attention. We  sincerely...

apologized it happening in the first place.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                             [redacted]Executive AssistantSuntrup Automotive group[redacted]@suntrup.com[redacted]C[redacted]

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

I am so sorry that this was not communicated to you what was going on . No excuse for a no return call. The 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 holder. We have since spoke and I trust we have this resolved.I again apologize for the lock of communication and follow through. You have my contact information should any other issues arise.[redacted]Executive AssistantSuntrup Automotive group[redacted]@suntrup.com[redacted]

Complaint: [redacted]
I am rejecting this response because: that is the same message al most verbatim he posted in response to my dealer rating. Only difference is he left out all the inaccurate figures from the first one. I even called him two days in a row and left two voicemails both of which have been  unanswered. Hes so busy to call back but sure has time to write quick email responses. This company loves to advertise about CUSTOMER SERVICE THIS AND CUSTOMER SERVICE THAT. Billboard in sales room...WE'RE NOT JUST INTERESTED IN SELLING AND SERVICING CARS. WE'RE INTERESTED IN BUILDING RELATIONSHIPS. Apparently they are about selling and servicing cars because that is his exact approach .  I am not being unreasonable. Other dealerships tell their customers any issues within 10 days bring car back and exchange it. This company shouldnt be advertising about all this customer service treatment if they are not gonna stand behind it. Contact needs to be made with someone above him then.  
Sincerely,
[redacted]

I am so sorry for any confusion that occurred especially since the customer drove so far to patronize our company. I have alerted the General manager of the issue and he issued the following response.When the customers arrived they drove the vehicle.We went through the rebates that they qualified...

for ,they filled out a credit application and signed it. We did not submit to any bank. It is normal after getting signed credit application to pull a credit bureau to make an educated decision on selling them a vehicle. They were very upset about the rebates they did not qualify for. I do apologize for any misunderstanding that took place. if you have any further questions please contact [redacted] at [redacted].