Penske Hyundai of La Mesa

? Dear Ms***, I am sorry that part of your rental car fell through the cracksThe reason your rental bill was so large was due to the service contractThey had to send and inspector two times which took well over a week and then they insisted on sending us a used engine that came missing parts so we then has to order those missing parts and install them and the service contract would not pay any additional labor to do that so Penske Hyundai covered additional hours of labor that we did not charge to you, if we had it would have cost I had agreed to cover of your rental and your service contract should have covered for a total of I am working with [redacted] to refund your credit card that amountIn light of the fact that Penske Hyundai has already covered other cost that your service contract refused to cover I will not be paying the full amount that you are requesting Sincerely [redacted] Service and Parts Director

[redacted] is actually [redacted] whom I’ve been assisting along with [redacted] ***, [redacted] ***, and [redacted] [redacted] purchased a new Tucson from Penske Hyundai on June 3rd with her mother as a co-signerThe sales person was [redacted] and the sales manager was [redacted] *** *** represented that her mother was military and that they were preapproved for a loan with North Island CU [redacted] asked that neither her nor her mother’s credit bureau be ran [redacted] did not see and or didn’t remember the request and so he ran credit on both [redacted] and her mother [redacted] again represented her mother was military and qualified for the military rebate, so the military rebate was credited to the transaction Two days later [redacted] returned with the check from North Island, but she did not provide the necessary documentation requested of her to qualify her mother for the military rebate, and after continued questioning [redacted] realized that the mother was not actually in the military and that [redacted] had misrepresented that situation [redacted] then requested that [redacted] and or her mother pay the $military in lieu of not qualifying [redacted] became very angry and belligerent as represented by [redacted] and said she would not pay [redacted] continued to negotiate the rebate amount and [redacted] finally agreed to pay $ of the $ [redacted] collected a check for $ A week later [redacted] calls me saying that Penske Hyundai had ran her and her mother’s credit without authorization which I responded that I would investigate the situation and follow upI ordered the deal jacket back from West Covina reviewed the file and found that YES on both credit applications it was written by [redacted] that the credit was not authorized to be run I reviewed the issue with [redacted] the sales person and he agreed that the client did insist Penske Hyundai was not authorized to run creditI spoke with [redacted] and [redacted] has already executed the redacting/removal letter to all the credit bureau companies and sent letters to the clients explaining that the credit was run in error and that the Penske Hyundai inquiry will be deleted At this point I called [redacted] to clarify that I agreed with her regarding the credit check and that the appropriate steps would be taken to resolve the issue [redacted] thanked me and said that she had gave us a positive survey anyway because Mr [redacted] did such a nice job during the sales process [redacted] did acknowledge that she was still very frustrated with the $fee that was charged by [redacted] ***, so at that point I suggested to [redacted] that due to the issues she had encountered I would authorize a refund of the $She was appreciative thanked me for my assistance The next day [redacted] the sales person came into the sales office to let me know that he had received a terrible survey response from ***I was taken back, but decided it is what it isThe evening of Tuesday 6/I receive a call from [redacted] that she has had a flat tire and it’s a manufacturer defectI scheduled an appointment with her the next morning 6/ [redacted] arrived at approximately 8:and [redacted] began to explain to me that she had gone to discount tire who told her the tire was a manufacturer defectI explained to [redacted] we needed to have our service personal take a look at the tireI introduced [redacted] to [redacted] and [redacted] then immediately explained to [redacted] that there was a BIG HUNK of wood in the tire, but the wood was not the issue and it was a manufacturer issue which is what was explained to her by discount tire [redacted] checked in the Tucson and had the tire inspectedI authorized a new replace tire to be installed on ***’s vehicle and let her know at that time we would investigate the tire failure and respond to her accordinglyLater that afternoon [redacted] and I spoke and [redacted] confirmed that the LARGE HUNK of WOOD was the cause of the failure and that due to the fact that [redacted] drove on the deflated tire for more miles than should have the inner lining of the tire was severally damaged and was not repairable [redacted] also suggested that she believes that the WOOD puncher itself was so severe that tire would not have been repairable This week [redacted] had left me several messages that I was unaware of due to a phone issue I was having which is noted in a IT requestI spoke with [redacted] yesterday 6/and told her that the tire was not a manufacturer defect and the tire damage was due to the WOOD puncher and that she had driven to far with the under inflated tireIn addition I told [redacted] that since the tire was not a manufacturer defect as she originally thought I would use the $I agreed to refund her for the military rebate toward the tire replacement costs of $and I would not charge her the difference in cost [redacted] immediately became irate saying that I had agreed to the $150, which I replied by saying she was correct and I would send her the $refund as agreed, but would then need to bill her for the tire because it was not warrantable [redacted] continued to be irate and said I was on a recorded line which I then replied thank you and hung up the phoneI then packed my things and left for the evening that’s when [redacted] called back asking for the number to corporateAs of now as far as I am aware no one has spoken to [redacted] since my conversation with her yesterday That is the summary and full disclosure of the [redacted] interactions [redacted] General Manager Penske Hyundai

Ms [redacted] was called by our general manager [redacted] and she apologized to her and we repaired her vehicle under he factory warranty

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [The information provided in their reply is not accurate or trueI complained several times to the dealership on convoy speaking with service advisor [redacted] and to the location in La Mesa with ***He and I had a few conversations about it face to face while dropping my car offIt is to no fault of the customers that the agents did not properly notate or document my account with my service complaints Additionally, my complaints were made with in the first 12,miles of owning the vehicle, so had the tech's properly done due diligence my account would be properly notated the damage would be under warrantyAgain, this being no fault of my own I am asking you conduct a legit investigation and speak to the service advisors and find out more informationThis is not the first time I have had issues with your tech's not properly notating the entire reason for my visitSimply declining my claim will not make me go away and I will continue to seek this matter until it is resolved, even if that means seeking legal action Simply stating my account is not notated and that is the reason for denying my warranty is not an acceptable answerPlease do the right thing and do more research ] Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.First of all the information provided in general manager [redacted] 's reply is not factual or accurateMy first trip into Penske was Tuesday 6/I first called, because already knew exactly which car I wanted since I had been shopping at car max earlier that day and was simply price matching before purchasingI got in my car and drove to the lot Tuesday evening to view the car and discuss priceI explained car max had the car I wanted I was looking to buy tomorrow paid in full and if they could do 25,out the door I would buy from them insteadI had previously called Penske Poway and had been given a 25,quote via email, but Poway is further so I wanted to see if the closer location would honor the price with the print out quoteThey agreed they would do 25,out the door which included a military discount of $since my mom who is also on the title is militarySince they had the car I wanted, they had it on the lot, and we agreed upon the price of 25,I told them I would be back the following day, Wednesday 6/with 25,cash to purchase and my mom since she was the one paying for the vehicle and we both wanted to be on the titleThe car had miles on itThey said they needed something to hold the car since I was paying cash and no credit check would be completedI left a $check that was agreed it would be returned upon picking up the vehicle Wednesday 6/at 4:30pmI returned as promised Wednesday at 4:30pm with my mom and 25,cashier check paying for the vehicle completely offThe 25,price included a military discountWhen my mom presented her military ID they began to complain it was not sufficient to apply the $discountAt this point they tried to change the price of the vehicle $and kept trying to renegoiateThe transaction process Wednesday took hours and I am not sure whyNocredit check was needed or authorized the car was not being financed, but rather paid in full and the price was already negotiatedThe car sales man named [redacted] assured us that no credit check would be run, the finance guy Joey also assured us no credit check would be runThey ended up keeping my check for $to cover the price difference of the $military discount they're fused to honor despite presenting military ID at the time of purchase Not only did they raise the price of the car from 25,to 25,but in front of me they called my bank to ensure a $check on a 25,saleCan you say tacky? hrs later my mom and I left the lot with the car and paperwork saying no credit check would be run which I still have proof ofI happened to check my credit score a week later and learned they had lied about to running my credit, and also to learn the credit check was run on Tuesday 6/the day I came in to look at the car and asked them to hold itWhy is my credit being run without my consent, why am I being lied to about it and why is it being run the day before I even purchased the car? Why are discounts refused to be honored? Why did my mom's credit also get run on Tuesday 6/when she did not even come into your location until Wednesday 6/at the time we picked up the car and paid in full at the time of the transaction 25,000? I called immediately and asked to speak to the general manager at which time I was transferred to [redacted] I expressed concerns, raising the price $and failing to honor the $military discount, the fact they called my bank on $check to make sure there were sufficient funds on a 25,sale, and running a credit check on my mom and I without authorizationHe informed me he was new and had only been with the company since June 1, my purchase was made June He informed me he would contact me the following day to resolve The credit check portion and at which time he would issue the $despite me asking for it to be completed that dayThe following day went by he contacted me to let me know my file had to be requested from their main office despite the fact I had just signed the contacts at their location that weekThe next day went by he never called me back in fact days went by and he did not call me backI called every day that week and left a voicemail following upHe claims to never gotten my voicemails due to an IT issue however the responsibility was on him to follow up once reviewing my file, so this claim is clearly just negligent on his partOn top of raising the price, refusing to honor the $military discount despite presenting s military Id at the time of purchase and running both my credit and my mom's without our authorization and lying to us about it I also got a flat tire in the first weeks of owning this vehicleThe indicator light on he dash appeared and I immediately pulled over called roadside and had the spare put onI called [redacted] immediately to inform him left a voice mail because he had still not returned my call to address my immediate concerns being the $extra charge and the credit checks ran without authorizationI had the spare put on and drove straight to discount tire to attemp to get the tire patched with a witness [redacted] Discount tire informed me the tire was defective from the inside where it had been worn out (when I purchased the car it had miles on it)Discount tire informed me they legally could not repair the tire because it was defective and I needed it to take it back to the dealershipI drove it straight to the dealership on the spare and asked to speak to ***He informed me he was waiting for my file he could contact me to resolve credit and refund and he would take care of the tire for meAgain [redacted] was present for these conversations as wellHe put a new tire on handed me paperwork that said I owed which I still have that A few days went by (the days mentioned above in which I called and left messages daily) and I still had not heard backI finally left a message saying I was contacting Revdex.com and AG since he was failing to call me back and guess what instantly I got a call back (clearly he had gotten my survey results at this time and no longer was interested in resolving my serious concerns, not to mention his defective tire was an added issueHe informed me the tire going flat was my fault I drove on it which isn't true I pulled over immediately and had roadside put the spare onAt this time he said he was now going to charge me for the tire even though he already said he was taking care of it and I had paperwork showing a balanceWhen he realized he was not going to be able to force me into paying for the tire he had said he was taking care of and already given me and handed me paperwork showing no balance he withheld the $refund from me A few days later I got a letter in the mail from the dealership showing me a copy of a letter they sent to only of thecredit agencies for only me not my mom admitting they had ran a credit uncheck without consent or authorizationI have a copy of all of the paperwork mentioned in this complaint as do my momMy witness is also willing to provide any statement neededIssues are not resolved Regards, [redacted]

There is no record of this customer brining her car in for a wiper blade concern at all everBut most importantly the wiper blades are only covered for the first months or 12,miles of ownershipafter that any and all concerns would be at the owners expenseThe only time the car was here in it had over 45,miles on itThere is no coverage for this [redacted] Service Director

Ms*** was called by our general manager *** *** and she apologized to her and we repaired her vehicle under he factory warranty

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[The information provided in their reply is not accurate or trueI complained several times to the dealership on convoy speaking with service advisor *** *** and to the location in La Mesa with ***He and I had a few conversations about it face to face while dropping my car offIt is to no fault of the customers that the agents did not properly notate or document my account with my service complaints Additionally, my complaints were made with in the first 12,miles of owning the vehicle, so had the tech's properly done due diligence my account would be properly notated the damage would be under warrantyAgain, this being no fault of my own I am asking you conduct a legit investigation and speak to the service advisors and find out more informationThis is not the first time I have had issues with your tech's not properly notating the entire reason for my visitSimply declining my claim will not make me go away and I will continue to seek this matter until it is resolved, even if that means seeking legal action Simply stating my account is not notated and that is the reason for denying my warranty is not an acceptable answerPlease do the right thing and do more research ]
Regards,
*** ***

Dear Ms***,
I am sorry that part of your rental car fell through the cracksThe reason your rental bill was so large was due to the service contractThey had to send and inspector two times which took well over a week and then they insisted on sending us a used engine that came missing
parts so we then has to order those missing parts and install them and the service contract would not pay any additional labor to do that so Penske Hyundai covered additional hours of labor that we did not charge to you, if we had it would have cost I had agreed to cover of your rental and your service contract should have covered for a total of I am working with *** to refund your credit card that amountIn light of the fact that Penske Hyundai has already covered other cost that your service contract refused to cover I will not be paying the full amount that you are requesting
Sincerely
*** ***
Service and Parts Director

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I accept the offer, if a rental or loaner car is provided while the repairs are being madeI need to be able to get to and from workPlease provide me the contact info from La Mesa of who I should contact to make the appointment]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

rental car are not covered by warranty and we do not have loaner carswe do have a shuttle service at no cost

she will need to make an appointment to have the door edge guards replaced and she will need to leave the car for the day because this is a vendor and they will not give an exact time that they will be here to replaced themif it is any other paint issue that is only covered under warranty for
years or 36,miles and she will need to speak to Hyundai Motor America

Dear Ms***,
I am sorry that part of your rental car fell through the cracksThe reason your rental bill was so large was due to the service contractThey had to send and inspector two times which took well over a week and then they insisted on sending us a used engine that
came missing parts so we then has to order those missing parts and install them and the service contract would not pay any additional labor to do that so Penske Hyundai covered additional hours of labor that we did not charge to you, if we had it would have cost I had agreed to cover of your rental and your service contract should have covered for a total of I am working with *** to refund your credit card that amountIn light of the fact that Penske Hyundai has already covered other cost that your service contract refused to cover I will not be paying the full amount that you are requesting
Sincerely
*** ***
Service and Parts Director

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
First of all the information provided in general manager *** ***'s reply is not factual or accurateMy first trip into Penske was Tuesday 6/I first called, because already knew exactly which car I wanted since I had been shopping at car max earlier that day and was simply price matching before purchasingI got in my car and drove to the lot Tuesday evening to view the car and discuss priceI explained car max had the car I wanted I was looking to buy tomorrow paid in full and if they could do 25,out the door I would buy from them insteadI had previously called Penske Poway and had been given a 25,quote via email, but Poway is further so I wanted to see if the closer location would honor the price with the print out quoteThey agreed they would do 25,out the door which included a military discount of $since my mom who is also on the title is militarySince they had the car I wanted, they had it on the lot, and we agreed upon the price of 25,I told them I would be back the following day, Wednesday 6/with 25,cash to purchase and my mom since she was the one paying for the vehicle and we both wanted to be on the titleThe car had miles on itThey said they needed something to hold the car since I was paying cash and no credit check would be completedI left a $check that was agreed it would be returned upon picking up the vehicle Wednesday 6/at 4:30pmI returned as promised Wednesday at 4:30pm with my mom and 25,cashier check paying for the vehicle completely offThe 25,price included a military discountWhen my mom presented her military ID they began to complain it was not sufficient to apply the $discountAt this point they tried to change the price of the vehicle $and kept trying to renegoiate.The transaction process Wednesday took hours and I am not sure whyNocredit check was needed or authorized the car was not being financed, but rather paid in full and the price was already negotiatedThe car sales man named *** assured us that no credit check would be run, the finance guy Joey also assured us no credit check would be runThey ended up keeping my check for $to cover the price difference of the $military discount they're fused to honor despite presenting military ID at the time of purchase. Not only did they raise the price of the car from 25,to 25,but in front of me they called my bank to ensure a $check on a 25,saleCan you say tacky? hrs later my mom and I left the lot with the car and paperwork saying no credit check would be run which I still have proof ofI happened to check my credit score a week later and learned they had lied about to running my credit, and also to learn the credit check was run on Tuesday 6/the day I came in to look at the car and asked them to hold itWhy is my credit being run without my consent, why am I being lied to about it and why is it being run the day before I even purchased the car? Why are discounts refused to be honored? Why did my mom's credit also get run on Tuesday 6/when she did not even come into your location until Wednesday 6/at the time we picked up the car and paid in full at the time of the transaction 25,000?I called immediately and asked to speak to the general manager at which time I was transferred to *** *** I expressed concerns, raising the price $and failing to honor the $military discount, the fact they called my bank on $check to make sure there were sufficient funds on a 25,sale, and running a credit check on my mom and I without authorizationHe informed me he was new and had only been with the company since June 1, my purchase was made June He informed me he would contact me the following day to resolve The credit check portion and at which time he would issue the $despite me asking for it to be completed that dayThe following day went by he contacted me to let me know my file had to be requested from their main office despite the fact I had just signed the contacts at their location that weekThe next day went by he never called me back in fact days went by and he did not call me backI called every day that week and left a voicemail following upHe claims to never gotten my voicemails due to an IT issue however the responsibility was on him to follow up once reviewing my file, so this claim is clearly just negligent on his part.On top of raising the price, refusing to honor the $military discount despite presenting s military Id at the time of purchase and running both my credit and my mom's without our authorization and lying to us about it I also got a flat tire in the first weeks of owning this vehicleThe indicator light on he dash appeared and I immediately pulled over called roadside and had the spare put onI called *** immediately to inform him left a voice mail because he had still not returned my call to address my immediate concerns being the $extra charge and the credit checks ran without authorization.I had the spare put on and drove straight to discount tire to attemp to get the tire patched with a witness *** Discount tire informed me the tire was defective from the inside where it had been worn out (when I purchased the car it had miles on it)Discount tire informed me they legally could not repair the tire because it was defective and I needed it to take it back to the dealershipI drove it straight to the dealership on the spare and asked to speak to ***He informed me he was waiting for my file he could contact me to resolve credit and refund and he would take care of the tire for meAgain *** was present for these conversations as wellHe put a new tire on handed me paperwork that said I owed which I still have that. A few days went by (the days mentioned above in which I called and left messages daily) and I still had not heard backI finally left a message saying I was contacting Revdex.com and AG since he was failing to call me back and guess what instantly I got a call back (clearly he had gotten my survey results at this time and no longer was interested in resolving my serious concerns, not to mention his defective tire was an added issueHe informed me the tire going flat was my fault I drove on it which isn't true I pulled over immediately and had roadside put the spare onAt this time he said he was now going to charge me for the tire even though he already said he was taking care of it and I had paperwork showing a balanceWhen he realized he was not going to be able to force me into paying for the tire he had said he was taking care of and already given me and handed me paperwork showing no balance he withheld the $refund from me. A few days later I got a letter in the mail from the dealership showing me a copy of a letter they sent to only of thecredit agencies for only me not my mom admitting they had ran a credit uncheck without consent or authorizationI have a copy of all of the paperwork mentioned in this complaint as do my momMy witness is also willing to provide any statement needed.Issues are not resolved.
Regards,
*** ***

Ms*** was called by our general manager *** *** and she apologized to her and we repaired her vehicle under he factory warranty

she will need to make an appointment to have the door edge guards replaced and she will need to leave the car for the day because this is a vendor and they will not give an exact time that they will be here to replaced themif it is any other paint issue that is only covered under warranty for
years or 36,miles and she will need to speak to Hyundai Motor America

Dear Ms***,
I am sorry that part of your rental car fell through the cracksThe reason your rental bill was so large was due to the service contractThey had to send and inspector two times which took well over a week and then they insisted on sending us a used engine that came missing
parts so we then has to order those missing parts and install them and the service contract would not pay any additional labor to do that so Penske Hyundai covered additional hours of labor that we did not charge to you, if we had it would have cost I had agreed to cover of your rental and your service contract should have covered for a total of I am working with *** to refund your credit card that amountIn light of the fact that Penske Hyundai has already covered other cost that your service contract refused to cover I will not be paying the full amount that you are requesting
Sincerely
*** ***
Service and Parts Director

There is no record of this customer brining her car in for a wiper blade concern at all everBut most importantly the wiper blades are only covered for the first months or 12,miles of ownershipafter that any and all concerns would be at the owners expenseThe only time the car was here in
it had over 45,miles on itThere is no coverage for this*** ***Service Director