Apple Valley Hyundai

Business Response to a ComplaintComplaint ID#: [redacted] Company Name:Apple Valley HyundaiCompany Contact:Tony G***Company Phone: [redacted] Company Email: [redacted] @drivemiller.comPerson Who Sent the Complaint: [redacted] Staff Member: [redacted] Response:Miller's Apple Valley Hyundai is always concerned when a customer has problems with their vehicle after the sale or feels dissatisfied with their purchaseIn this case, we offered to find a [redacted] dealer that would be willing to accept her coverage, but [redacted] was only interested in locally servicing the carSo, we then spoke to two different shops in Winchester that were willing to perform the work needed on the vehicleFinally, if none of the above were acceptable, we offered to cancel the extended service contract that she purchased and give a full refund of the contract costMiller's Apple Valley Hyundai cannot control what [redacted] or any other dealership decides to do in their service departmentsWe hope that this is taken into consideration for any potential future customers

This letter is in response to your complaint letter dated 08/31/*** *** came into our dealership Monday evening 08/29/to complain about the *** program that her husband *** *** and his grandmother *** *** purchased on 02/09/It was stated in your letter that
this product was purchased on 02/02/which is incorrectShe approached my salesperson Steven T*** to complain about the product they had purchased and also proceeded to use vulgar language in our dealership showroomAfter Steven explained the way the program works she left the dealership very upset.She called me on the telephone shortly after she left and asked her to put her husband on the phone so I could explain the *** purchase to him againAll my calls at the dealership are recorded and if anyone would like to hear the recorded conversation with him they are more than welcome to listen to itI could not have been any more helpful on the phone with ** ***About a month after purchasing their used Hyundai *** from us they brought it back to us completely filthy inside and out (which we do have pictures to prove) We took upon ourselves to completely clean their vehicle both inside and out againThis *** program is not meant to be a monthly cleanup of complete disrespect of the interior of your carWe explained to them again the way the program works and the owners of the vehicle must contact *** with a claimThe complete program was explained to *** *** and *** *** when they signed the contract at time of purchaseAt that time the interior and exterior had already been applied to the vehicle and cannot be removedWe feel we have done nothing wrong and the customer needs to follow the program they paid forAt this time *** has no record of *** *** calling to file a claim.See all info we have attached, a brochure explaining the *** program and the paperwork they signed and how to file a claim.Your Truly,David * B***, GM

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***I contacted the two local businesses that were given to me and they both declined to perform the workThe car is still not fixed.They should not sell a warranty that no one locally participates with or should at least advise buyers before they purchase warranty that no one local participates with warranty.

Business Response to a ComplaintComplaint ID#:***Company Name:Apple Valley HyundaiCompany Contact:Tony G***Company Phone:***Company Email:***@drivemiller.comPerson Who Sent the Complaint:*** ***Staff Member:*** ***Response:Miller's Apple Valley Hyundai is always
concerned when a customer has problems with their vehicle after the sale or feels dissatisfied with their purchaseIn this case, we offered to find a ** dealer that would be willing to accept her coverage, but *** *** was only interested in locally servicing the carSo, we then spoke to two different shops in Winchester that were willing to perform the work needed on the vehicleFinally, if none of the above were acceptable, we offered to cancel the extended service contract that she purchased and give a full refund of the contract costMiller's Apple Valley Hyundai cannot control what *** *** ** or any other dealership decides to do in their service departmentsWe hope that this is taken into consideration for any potential future customers

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]I contacted the two local businesses that were given to me and they both declined to perform the work. The car is still not fixed.They should not sell a warranty that no one locally participates with or should at least advise buyers before they purchase warranty that no one local participates with warranty.

Business Response to a ComplaintComplaint ID#:[redacted]Company Name:Apple Valley HyundaiCompany Contact:Tony G[redacted]Company Phone:[redacted]Company Email:[redacted]@drivemiller.comPerson Who Sent the Complaint:[redacted]Staff Member:[redacted]Response:Miller's Apple Valley Hyundai is always...

concerned when a customer has problems with their vehicle after the sale or feels dissatisfied with their purchase. In this case, we offered to find a ** dealer that would be willing to accept her coverage, but [redacted] was only interested in locally servicing the car. So, we then spoke to two different shops in Winchester that were willing to perform the work needed on the vehicle. Finally, if none of the above were acceptable, we offered to cancel the extended service contract that she purchased and give a full refund of the contract cost. Miller's Apple Valley Hyundai cannot control what [redacted] or any other dealership decides to do in their service departments. We hope that this is taken into consideration for any potential future customers.

This letter is in response to your complaint letter dated 08/31/2016. [redacted] came into our dealership Monday evening 08/29/16 to complain about the [redacted] program that her husband [redacted] and his grandmother [redacted] purchased on 02/09/16. It was stated in your letter that...

this product was purchased on 02/02/16 which is incorrect. She approached my salesperson Steven T[redacted] to complain about the product they had purchased and also proceeded to use vulgar language in our dealership showroom. After Steven explained the way the program works she left the dealership very upset.She called me on the telephone shortly after she left and asked her to put her husband on the phone so I could explain the [redacted] purchase to him again. All my calls at the dealership are recorded and if anyone would like to hear the recorded conversation with him they are more than welcome to listen to it. I could not have been any more helpful on the phone with [redacted]. About a month after purchasing their used 2013 Hyundai [redacted] from us they brought it back to us completely filthy inside and out (which we do have pictures to prove) We took upon ourselves to completely clean their vehicle both inside and out again. This [redacted] program is not meant to be a monthly cleanup of complete disrespect of the interior of your car. We explained to them again the way the program works and the owners of the vehicle must contact [redacted] with a claim. The complete program was explained to [redacted] and [redacted] when they signed the contract at time of purchase. At that time the interior and exterior had already been applied to the vehicle and cannot be removed. We feel we have done nothing wrong and the customer needs to follow the program they paid for. At this time [redacted] has no record of [redacted] calling to file a claim.See all info we have attached, a brochure explaining the [redacted] program and the paperwork they signed and how to file a claim.Your Truly,David * B[redacted], GM