Titus Will Hyundai Chevrolet Buick GMC

While Mr [redacted] account of the events differ from ours, the details are inconsequentialSimply put, another customer was simultaneously interested in the same vehicle and happened to move on it fasterIt’s not unusual for more than one person to be interested in the same vehicle at the same time When on the phone, our employees are instructed to politely ask belligerent customers to refrain from profanity and be respectful or we will end the callI'm sorry that things didn't work out in Mr [redacted] favor, but we are exercising our right not to do any future business with himThank you

Thank you for bringing this matter to my attention. According to our records, Mr. [redacted] brought his vehicle to Titus-Will Hyundai on 9/25/17 for routine service. When Mr. [redacted] arrived on our property, we witnessed him disconnect his trailer in our parking lot before checking in at our service department.  My response:• Who (we) witnessed? Since I disconnected at the far end of 2 vehicle parking row so I would not block passage way. I could not even see service dept. 1st inconsistence• Disconnected the trailer as a courtesy to service dept. The service made no mention of my trailer until this response.• This truck has towed the trailer in the past with some small loads and no damage has occurred.  There is no damage to the small trailer but severe damage to the truck.When we checked Mr. [redacted]’s vehicle in at approximately 1:35 p.m., our service advisor did a “walk around” with him and pointed out the damage to his vehicle. Mr. [redacted] indicated that he was aware of the damage on the driver’s side, but seemed previously unaware of the damage on the passenger side. My response:• Service tech (Brett) did not do a walk around with me and did not point out severe damage just suggested that there was a little damage to the driver’s side fender flare (I would say having to replace a body part is not a little damage).  He did not point out the damage. If he saw something with his walk around he should have pointed it out to me at that time.• I knew of small rub marks on each fender flare and that was I thought that was what Brett was talking about. Brett did not advise me on any major damage. Also, did not comply with request for any evidence of damage.Mr. [redacted] commented that his wife must have done that “on the prairie wheelin.” (The service advisor remembered this as he had never heard of “prairie wheelin.”) We serviced Mr. [redacted]’s vehicle while he waited. After paying his bill at approximately 3:10 p.m. he hooked his trailer back up and he left.My response:• What is prairie wheelin? I don’t recall every using that term to anyone.  2nd inconsistence. • My wife has been to the JBLM prairie several months ago, it is closed now for environmental reasons, and that is what I meant off roading. Not prairie wheelin.• Who saw me hook a trailer to the truck? At approximately 5:30 that day, Mr. [redacted] contacted us stating that we damaged his vehicle. The service advisor reminded him that they spoke about the damage when he checked his vehicle in and he seemed to accept that but called again before closing at told the operator that we damaged his vehicle and would come in the following day to show the service advisor. My response:• When I called to make sure service, mgr. would be available but she was not again because she left early. Mr. [redacted] didn’t show up until several days later on 9/29/17 approximately 12:30. At this time he spoke with our service manager, Jennifer B[redacted]. She took photographs and explained to him that we never lifted his truck off the ground and even if we did we don’t lift vehicles from the back end. She noted that the damage on one side appeared older than the damage on the other side. She explained to him how the damage could be caused by his trailer backing into the vehicle and invited Mr. [redacted] to bring in his vehicle so we could show him. At this point Mr. [redacted] seemed to accept the explanation and he left. This was the last time we saw Mr. [redacted].My response:• The time was the beginning of the following week since no service mgr or gm was not available when I was able to be there.• I was also told that T/W had video and pictures of the damage prior to me receiving it back after service.  Jennifer indicated that she would send that proof to my wife’s email address, which never transpired.On 10/5/17 Mr. [redacted] called again left a message for Greg A[redacted], Co-Owner and General Manager. Mr. A[redacted] returned his call and left a message. The two spoke on 10/6/17. Mr. A[redacted] reiterated that the vehicle was never lifted and the damage was pre-existing and almost certainly caused by the trailer. Mr. A[redacted] then spoke to Ms. B[redacted] about having Mr. [redacted] bring in his vehicle and his trailer so we could show him how the damage was caused by the trailer. She called and left him a message inviting him to do so. When Mr. [redacted] called back he spoke with a different service advisor who also asked him to bring in his truck with his trailer attached. Mr. [redacted] refused.My response:• This is pure speculation and if T/W had photographic proof those pictures should have been sent as promised and this complaint would not have occurred.On 10/13/17 Jennifer B[redacted] made another attempt to contact Mr. [redacted] and again asked him to bring his truck in with his trailer. He called back and said he no longer wanted to speak with a service manager or a general manager and said he would contact James Will (who happens to be retired). As far as we know, Mr. Will was never contacted. (It should be noted that Greg A[redacted] is Mr. W[redacted]’s nephew and an owner of the company--he is considered upper management.)My response:• If James W[redacted] was no longer at T/W than I should have not been transferred to his voicemail or given an email address for him. On 10/16/17 Greg A[redacted] made one last attempt to contact Mr. [redacted], again inviting him to bring his truck and trailer in and Mr. [redacted] informed him that he had the vehicle repaired by a third party and is done talking to us.Please know that if we damage a customer vehicle we are always happy to fix or pay to fix the damage. However, in this case there is no possible way that the damage was caused by us. It is very likely that the damage was caused by someone backing up the trailer and the trailer turning into the vehicle. Since the damage was identical on both sides of the vehicle, it is likely that the trailer turned into the vehicle on two separate occasions. At no time was Mr. [redacted]’s trailer attached to his vehicle while Titus-Will had possession of the vehicle. Furthermore, his vehicle was never lifted off the ground while in our possession. We made three attempts to invite Mr. [redacted] to bring his vehicle and trailer to us so we could show him how the trailer caused the damage and he refused. He has since had his vehicle repaired by a third party.My response:• Service mgr and greg both said they would provide evidence (after multiple requests) of prior damage but neither complied with my request.We feel that Mr. [redacted] is asking us to pay for someone else’s mistake and we can’t morally justify that kind of expense. Please let me know if you have any questions. Thank you.My response:• I feel that T/W is not showing proof of prior damage or accepting responsibility. I was told by T/W from the start of my first contact with service on or about 5:30 pm on service date that they could show me proof of prior damage. I stated I would accept that proof but my request from Brett, service mgr., Mr. A[redacted], Mr. T[redacted] nor James W[redacted] never materialized.

While Mr. [redacted] account of the events differ from ours, the details are inconsequential. Simply put, another customer was simultaneously interested in the same vehicle and happened to move on it faster. It’s not unusual for more than one person to be interested in the same vehicle at the same...

time.
When on the phone, our employees are instructed to politely ask belligerent customers to refrain from profanity and be respectful or we will end the call. I'm sorry that things didn't work out in Mr. [redacted] favor, but we are exercising our right not to do any future business with him. Thank you.

Thank you for bringing this matter to my attention. According to our records, Mr. [redacted] brought his vehicle to Titus-Will Hyundai on 9/25/17 for routine service.  When Mr. [redacted] arrived on our property, we witnessed him disconnect his trailer in our parking lot before checking in at our service...

department. When we checked Mr. [redacted]’s vehicle in at approximately 1:35 p.m., our service advisor did a “walk around” with him and pointed out the damage to his vehicle. Mr. [redacted] indicated that he was aware of the damage on the driver’s side, but seemed previously unaware of the damage on the passenger side. Mr. [redacted] commented that his wife must have done that “on the prairie wheelin.” (The service advisor remembered this as he had never heard of “prairie wheelin.”) We serviced Mr. [redacted]’s vehicle while he waited. After paying his bill at approximately 3:10 p.m. he hooked his trailer back up and he left. At approximately 5:30 that day, Mr. [redacted] contacted us stating that we damaged his vehicle. The service advisor reminded him that they spoke about the damage when he checked his vehicle in and he seemed to accept that but called again before closing at told the operator that we damaged his vehicle and would come in the following day to show the service advisor.  Mr. [redacted] didn’t show up until several days later on 9/29/17 approximately 12:30. At this time he spoke with our service manager, Jennifer B[redacted]. She took photographs and explained to him that we never lifted his truck off the ground and even if we did we don’t lift vehicles from the back end. She noted that the damage on one side appeared older than the damage on the other side. She explained to him how the damage could be caused by his trailer backing into the vehicle and invited Mr. [redacted] to bring in his vehicle so we could show him. At this point Mr. [redacted] seemed to accept the explanation and he left. This was the last time we saw Mr. [redacted]. On 10/5/17 Mr. [redacted] called again left a message for Greg A[redacted], Co-Owner and General Manager. Mr. A[redacted] returned his call and left a message. The two spoke on 10/6/17. Mr. A[redacted] reiterated that the vehicle was never lifted and the damage was pre-existing and almost certainly caused by the trailer. Mr. A[redacted] then spoke to Ms. B[redacted] about having Mr. [redacted] bring in his vehicle and his trailer so we could show him how the damage was caused by the trailer. She called and left him a message inviting him to do so. When Mr. [redacted] called back he spoke with a different service advisor who also asked him to bring in his truck with his trailer attached. Mr. Oyer refused.  On 10/13/17 Jennifer B[redacted] made another attempt to contact Mr. [redacted] and again asked him to bring his truck in with his trailer. He called back and said he no longer wanted to speak with a service manager or a general manager and said he would contact James Will (who happens to be retired). As far as we know, Mr. Will was never contacted. (It should be noted that Greg A[redacted] is Mr. Will’s nephew and an owner of the company--he is considered upper management.) On 10/16/17 Greg A[redacted] made one last attempt to contact Mr. [redacted], again inviting him to bring his truck and trailer in and Mr. [redacted] informed him that he had the vehicle repaired by a third party and is done talking to us. Please know that if we damage a customer vehicle we are always happy to fix or pay to fix the damage. However, in this case there is no possible way that the damage was caused by us. It is very likely that the damage was caused by someone backing up the trailer and the trailer turning into the vehicle. Since the damage was identical on both sides of the vehicle, it is likely that the trailer turned into the vehicle on two separate occasions. At no time was Mr. [redacted]’s trailer attached to his vehicle while Titus-Will had possession of the vehicle. Furthermore, his vehicle was never lifted off the ground while in our possession. We made three attempts to invite Mr. [redacted] to bring his vehicle and trailer to us so we could show him how the trailer caused the damage and he refused. He has since had his vehicle repaired by a third party. We feel that Mr. [redacted] is asking us to pay for someone else’s mistake and we can’t morally justify that kind of expense. Please let me know if you have any questions. Thank you. Sincerely,Trevor W[redacted]

Ms. [redacted] concern has been resolved.The process for issuing a check when there is a payoff involved is dependent on factors out of our control. First, we issue a payoff check to the bank, which holds it for ten days. When the check clears, the bank then releases the vehicle title to...

the dealer at which point we have legal ownership and issue a check to the customer. Unfortunately, the process can take anywhere from three to six weeks depending on the bank and its internal process. Ms. [redacted] picked up her check on January 13, 2016, about four weeks after her transaction. Transactions like this are a daily occurrence at car dealerships all over the State and everyone more or less follows the same process. Unfortunately, Ms. [redacted] like the process but there’s nothing we can do about it. We explained to her on multiple occasions how the process works and she simply wouldn’t accept the answer. She ended up involving so many different people that it only confused her further. We went above and beyond to expedite the process--at our expense--but nothing we did was good enough.Please let me know if you have any questions or concerns. Thank you.Sincerely yours,TREVOR W[redacted]