Van Horn Hyundai of Fond Du Lac, Inc.

Our management team spoke with this customer over the phone and all issues have been resolved to our knowledge.

[A default letter is provided here which indicates...

your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I don't think that anything needs to be verified as the truck has supposedly been in the service center to be looked at twice. This response also does not address my other concerns. I will call and set up a time to bring the truck back down AGAIN.
Regards,
[redacted]

Thank you for taking the time to work with our service team.  We're glad to hear that your vehicle has been repaired at no charge. Please let our team know if you have any other questions or concerns.

[A default letter is provided here...

which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11903872, and find that this resolution is satisfactory to me. 
Regards,
Jennifer [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When I purchased the car from the Sales Person, [redacted], he stated that anything that would happen within 30 days would be covered. There was no mention of maintenance related items not being covered. He told me anything. This was also confirmed by the finance person that signed all of the paperwork with me. It seems that this particular dealership is telling me one thing to reassure my decision to purchase and then not following through when I find things that cause problems. There is a wobble in the car when driving at freeway speeds and the Ford dealership informed me it was due to the incorrect speed rating on the tires. The rims are in fact Mustang rims, if they are aftermarket I was unable to find similar ones on sale anywhere. I believe they are the 40th anniversary edition package rims, but they are a Hyundai dealership, not a Ford dealership so they may not be as well informed. Whether they are aftermarket rims or stock rims they would still need the correct speed rating tires all the way around to avoid shaking and poor handling that could cause a crash during a turn on a slippery surface. I would call that a safety concern. Also, they did not address the fact that they overcharged me for the Mustang and also use two different valuations: one to get you into the dealership and another to increase their profit.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The manager was not willing to work on really resolving any of the issues and was rude. They did not own up to acting unethically. They also did not return my second phone call. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com: I do not feel comfortable taking my vehicle back to this establishment. Especially after talking to [redacted] today. I do not like when people try to make excuses over the phone that are not even valid.  I will find another way to resolve my car's issue. I do not want to end up with something else wrong with my car if I bring it back to Van Horn. Thank you Revdex.com for trying to resolve this.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Our sales director Mark has reached out to Chris twice to talk about his experience. If Chris could please give him a call back at 920-287-2362 he would value the opportunity to discuss his experience. Thanks

In reference to our correspondence, I agree, we certainly didn't give you the level of service you deserved. We don't take this lightly and will use this as a Training opportunity to strengthen our processes. Thank you for bringing it to our attention. Your feedback is extremely valuable in our continued growth. If you would like to be even more instrumental in helping us prevent this from happening in the future, we would love to connect with you further in person or by phone. As a company we are very happy that the  Revdex.com provides us with an additional way for us to correct our actions and resolve concerns.

After speaking with the guest on 12/6 the dealership has apologized for the misunderstanding. Speaking with Mr. [redacted] he stated that he was picking up a 2017 Nissan Sentra from a local dealership that evening.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
Regards,
[redacted]I called the dealership, had to explain the situation to another finance person who wasn't familiar with it, and his suggestion was to contact the general manager tomorrow, which I will do. thank uou.

In response to the rejection, there is nothing more we can do at a dealership level at this time. The consumer conversed with the General Manager to rectify the complaint. The dealership and the consumer came to a value agreement, and we purchased the vehicle back in September. We cannot, at a dealership level, assist in the matter any further.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you for your assistance on this matter.
Regards,
[redacted]

In response to the complaint, we have 3 specific, highlighted documents (1- Wisconsin Buyers Guide 2- Unibody Disclosure Form 3 - Motor Vehicle Purchase Contract) disclosing unibody/repair damage with the consumer's signature on each. The consumer is more than welcome to these documents. Please...

visit the dealership or contact us at [redacted].

Thank you for taking a moment to review your experience with our dealership. We strive to make every customer interaction exceptional. According to our records at time of delivery we did disclose to you that the Sorento was a manufacturer buyback on a dealership form, a full Carfax report, and the...

Wisconsin Buyers Guide. Attached to this response are copies of these documents for your viewing. According to our records you should also have received or will be receiving a full refund for your Vehicle Service Contract that you had on the Sorrento that was canceled on 2/26/18. Please feel free to contact our General Manager [redacted] at (920)924-0000 with any questions.

In order to rectify his first concern, it is required that the consumer brings the vehicle to our Service Center to confirm the consumer's initial concerns. The direct number to our Service Center is *** ***. Thank you for your cooperation.

[redacted] – Van Horn Hyundai of Fond du Lac will order the 2 rear tires under the agreement that we’re not responsible for any further tire concerns. Please contact our Service Manager [redacted] so that he can gather the necessary details for placing the order. [redacted] can be reached at (920)924-0000.

[redacted] - Thank you for reaching out regarding your experience.  We strive to resolve any issues as quickly and professionally as possible.  [redacted] our service manager has been reaching out to you regarding your google review.  Looking at our information in our systems it seems we...

have your wrong information on file to contact you regarding the issue.  With you sharing your contact information [redacted] has reached out to you this morning to resolve this issue.  Please contact myself ([redacted]) or [redacted] at [redacted] if you have any other concerns.  Looking forward to resolving your experience.

Thank you for bringing this to our attention. We have reached out via phone and have been unable to connect. Please give our finance manager Evan White a call at [redacted] so he can assist you.