Herrnstein Hyundai is known for dealing with our customers honestly and with integrity This service and repair did end with some unforeseen, but never the less, unfortunate circumstances The engine replacement was completed in accordance with the terms of the customer’s extended warranty It is the policy of these extended warranty companies to replace components with used parts whenever possible We have never represented the use of these parts as new and would have no reason to do so The vehicle was towed to the dealership and when brought into the service shop, the ABS and Traction control lights were on The customer was made aware of this at pick up The Technician did notice a loose wire and attempted to repair it but this did not resolve the issue How or why the drain plug was able to fall out of the vehicle is beyond our explanation The dealership performed our standard quality checks, which include extensive leak testing by more than one Technician No leaks were detected upon completion of the engine installation Herrnstein’s Service Manager did discuss the events with the customer’s Nebraska dealership after they inspected the Mr [redacted] ’s vehicle The ABS and traction control light was confirmed to be a sensor, which was the assumption all along The Nebraska dealership did not make Herrnstein aware of any issue with a loose or damaged bracket It is possible that some of this may have occurred during one of the tow procedures In summary, Herrnstein attempted to assist the customer by reimbursing them for some of the expenses incurred on the trip home As a goodwill gesture for the customer’s inconvenience, Herrnstein reimbursed the customer for the expenses requested from the owner Herrnstein understands that this was a very unfortunate experience for the customer but does not reflect the usual experience of our customers Please forward a copy of the repair invoice from the Nebraska Hyundai Dealership for our consideration
Good afternoon [redacted] ***, I just received your notifications in the mail regarding this case [redacted] is no longer with us, so if you could address them to myself in the future, that would be greatI tried to contact the customer to invite them into our service department where we could properly diagnose the vehicle, but I had to leave a messageIt is our policy to perform a complimentary diagnosis on any vehicle that may exhibit an issue if purchased within the last daysI wanted to apologize to them for the misinformation they received and extend the offerI will continue to try to contact them, but I just wanted you to know that we care about our customers and their service experience with Herrnstein Automotive Group as a wholeI will update you if/when I am able to make contact Thank you, Jessica DParts & Service Director Herrnstein Automotive Group [redacted]
The repairs that Ms [redacted] requested to be addressed on her Jeep Liberty were as she stated, a brake noise, a seal/trim piece for the rear glass, and a radio that occasionaly wouldn't work or had static coming from the speakersI agreed to repair the brakes and the rear seal/trim piece and to either replace the radio with an aftermarket radio, or an OEM radio from a salvage/parts yardPlease understand, that the customer denied to purchaseany additional warranty coverage that may have assisted in the repair of or more of these itemsThe vehicle was delivered to her with a month/3,mile powertrain warranty onlyI will STILL honor my decision to make the neccessary repairs, but CANNOT have anyone from the outside watching the repairs being madeOur insurance doe not allow customers to be in the service bays
I have spoken with the sales person and the sales manager that worked with this customerI was shownthat we have a signed application for credit on file, and the sales rep was asked to obtain them a loanfor a pre-owned truckWhile working on their deal, the truck was sold to another customer by adifferent sales repThis customer then asked us to try to obtain financing on a different truck, so it hadto be re-submittedOur company is not responsible for credit inquiries as statedNor do we knowhow to have inquiries removed from someone's credit bureau when we were authorized to obtain creditfor themI hope that this helps clarify
Ms [redacted] had purchased new cars from us in a month spanWhen she purchased each newHyundai, she was informed at the time of delivery that the xm radio was given as a free trialThisoccurred at both deliveries and the customer acknowledged this fact both timesShe knew when thecar was purchased that xm radio was given as trial for days, after that, she would be responsible forany subscription costs associated with xm/satellite radioAll other standard am/fm stations on theradio will continue to be active after the xm expires and does not require a subscriptionWe would bemore than happy and willlng to repair any issues with the steering wheelShe can call our servicedepartment at any time to schedule this or please let us know if she would rather us call her toschedule
I have spoke with Lindsay regarding [redacted] required process and have promised her that I am personally overseeing her vehicle while it is in the shopWe are hoping to receive authorization for the rental/repairs on MondayShe expressed to me that she is mainly frustrated with Kia and thought that filing a Revdex.com complaint on us would effect [redacted] I explained that this route effects us only and asked her to contact me personally if she has any questions or issues going forwardI feel we are in good standing with our customer
I am rejecting this response because:repeated attempts to make contact have failedAfter multiple voicemails over three days have been ignoredI believe the business is avoiding this matter
When I took the car in to Hernsteins in Febit had lost power, backfired and would not run They said it was the distributerI had told them I thought it was the timingBut they insisted the distributer so that is what was fixed When I came to pick the car up 3/29/I tried to start it times before it started and it backfiredI got it to start and it had no powerI just paid $for a distributer to fix that problemAnd it did not.I pulled up to the front of the building and the mechanic and the manager came outBoth of them do not work there nowThey had me leave the car there after working on it for an hour The mechanic said he didn’t know what was wrong with itThe check engine light came on They reset itWhich means it will come back on if there’s a problemWhich it later does.On 3/31/I went to get my car againThey said they put a throttle body gasket on the carThat is supposedly what the problem wasThe manager said if it didn’t run better to bring it back in and they would fix itHe also said I had a lifetime warranty on the motor because the work they didI had not got any papers on the warranty until I took my car in to them this last time and realized I’d been misled quite a few times.Like they said I had choices on that $distributerEither buy from them or junk yardThe manager said there was not after market availableTruth is, I now know I could of got one at Autozone for $ Now, as far as driving the carIt had some power not enough to pull out if I saw anyone coming at allAnd never to pass someoneI didn’t drive it much for fear of breaking down in the winterIt’s not my only vehicleIt is however a vehicle a got for my son to take to collegeAnd I want it fixed right.The check engine light came on within a mile from Hernsteins’ car lot.If they would of wrote down the actual miles on the car when the got itThey would know how much I drove it It has 144,plus miles but less than 145,The have that the car had 150, It still doesn’t have thatI guarantee I never put miles on that car.They are telling me that the timing belt brokeI told them to start with I thought it was the timingIf the belt was worn enough to break they should of noticed it themAnd I would of thought they would of checked it since that is what I thought was the problemI had my step dad with meHe also told them that.And now, I’m being told that I may have a bent valve alsoAnd if that’s the case, I will need a new motorBut I was told by Bart (the owner), that if the valve is bent, he will take care of itHe also said he would send that info to JessicaBt I don’t see it on her paperBart said if valve is bent, it was bent before the belt broke, so it’s their fault.I think it all their fault for not fixing it right to start with.I just want my car fixed so my son can have it for college.Thank you, [redacted]
Hello,I would like to update the case and let you know Ms [redacted] came in on where we checked over her vehicle at no charge and performed a complimentary oil change for her troublesWhile we found some stored codes in her computer, her check engine light wasn’t on and we couldn’t find any issues with her vehicle at that timeWe let her know that if the check engine light should come back on, she should give us a call immediately so we can accurately diagnose the vehicleI’d appreciate it if you could let me know when the case is considered resolved or if we need to do anything else.Thank you,Jessica
I assure you that no one switched tires on the car that you purchasedThe vehicle was only out of your sight long enough to wash and dry the car before you took deliveryThere are no tools or machines in that area to perform any such exerciseThis dealership is in great standing with the Revdex.com and there is nothing shady about usWe go to great lengths to please our customers, every day! We have not and would not ever do anything such as you have insinuatedWe appreciate the service of our military customers and for protecting our country, but we also appreciate and respect our many repeat and civilian customers, too! Jeff H [redacted] General Sales Manager ###-###-####
I certainly understand the frustration that is associated with attempting to obtain creditOur company did not send the ***'s credit application to different banks as stated in the complaintThe sales representative was asked to obtain them a loan on a vehicle and he states that he was told to send it to more banks since the initial attempts were unsuccessfulOnce that we have asked for a loan on the customer's behalf, our dealership has no way to have the banks remove such inquiries, as it wasn't sent to them by accidentWe apologize for any inconvenience that this may have causedIt is our goal to help secure financing for any customer that requests us to handle their loanWe also try to obtain the best interest rate and terms for our customers in order to help save them money over the life of the loan
I am rejecting this response because: Was told by mechanic the vehicle will need to be rechecked in daysDid not speak with MsDalton as she failed to show for appointmentAt this time I request not to close this complaint until after the vehicle is checked again as there is continuous oil lossWould also like to make sure the brake system lights do not come on again
Herrnstein's version of the circumstances surrounding the service received does not accurately reflect our experience We no longer request a settlement since we opted to trade in the HyundaiWe owned the car for years, always kept it in good repair and received exemplary service from our local dealer, *** ***We lost confidence in the reliability of our car following the service provided, or lack thereof, by Herrnsteinor We hope our unfortunate experience will serve as a warning to consumers looking for a sincere and honest review of the quality of service Herrnstein providesTo clarify, I would not recommend Herrnstein Hyundai to a friend
I have reviewed the response made by the business in reference to complaint ID***, and find that there is no resolution My family and I refuse to be inconvenienced or waste any more time on the subject
I spoke to Mr*** today reguarding the issues he has had. It was definatley a lack of communication on our part, which has now been resolved. The contract administrators have cut the refund checks for the contracts in question, and we have also remitted the taxes and a set amount to
cover any incuured interest charges. I personally spoke with Mr*** and let him know the actions that were taken today and let him know he could contact me with any issues or follow up questions about his purchase Dave B*** ***
At this point, all we can do is apologize for any of our actions that led to these unfortunate circumstances Our long standing record and reputation stand as a testament to our quality, ethics and integrity This unfortunate set of events are in now way the norm for our Dealerships
I will repeat what we have already stated. Ms*** first visit was back in February of this year for a no start conditionUpon testing, we found the distributor not operating correctlyOnce the distributor was installed, the vehicle ran and the customer picked upShe states that it was still not running correctly, but she did not contact us until the end of June, which is when the vehicle was towed in again with a no start conditionThis time the timing belt is broken and the distributor is functioningWe are willing to provide the labor for the timing belt replacement ($500) as a goodwill because there may have been some miscommunication at the time of the repairs in FebruaryWe have asked Ms*** to pay for the parts for this repair(Approximately $for factory timing belt, water pump, tensioner, and coolant) We have even offered for her to bring in her own parts that she could purchase at an aftermarket parts store in an effort to help save her money.We care about each one of our customers and always do our best to provide great service and resolve concerns in a timely mannerWe feel we are being very fair on our offer as the vehicle did need the distributor in FebruaryWe did not damage her vehicle nor brake the timing beltIf the timing belt was broken on the first visit, the vehicle wouldn't have run at allPlease feel free to contact me if any more information is needed.Sincerely, Jessica D*** Parts & Service Director Herrnstein Automotive Group
Herrnstein Hyundai is known for dealing with our customers honestly and with integrity This service and repair did end with some unforeseen, but never the less, unfortunate circumstances The engine replacement was completed in accordance with the terms of the customer’s extended warranty It is the policy of these extended warranty companies to replace components with used parts whenever possible We have never represented the use of these parts as new and would have no reason to do so The vehicle was towed to the dealership and when brought into the service shop, the ABS and Traction control lights were on The customer was made aware of this at pick up The Technician did notice a loose wire and attempted to repair it but this did not resolve the issue How or why the drain plug was able to fall out of the vehicle is beyond our explanation The dealership performed our standard quality checks, which include extensive leak testing by more than one Technician No leaks were detected upon completion of the engine installation Herrnstein’s Service Manager did discuss the events with the customer’s Nebraska dealership after they inspected the Mr [redacted] ’s vehicle The ABS and traction control light was confirmed to be a sensor, which was the assumption all along The Nebraska dealership did not make Herrnstein aware of any issue with a loose or damaged bracket It is possible that some of this may have occurred during one of the tow procedures In summary, Herrnstein attempted to assist the customer by reimbursing them for some of the expenses incurred on the trip home As a goodwill gesture for the customer’s inconvenience, Herrnstein reimbursed the customer for the expenses requested from the owner Herrnstein understands that this was a very unfortunate experience for the customer but does not reflect the usual experience of our customers Please forward a copy of the repair invoice from the Nebraska Hyundai Dealership for our consideration
Good afternoon [redacted] ***, I just received your notifications in the mail regarding this case [redacted] is no longer with us, so if you could address them to myself in the future, that would be greatI tried to contact the customer to invite them into our service department where we could properly diagnose the vehicle, but I had to leave a messageIt is our policy to perform a complimentary diagnosis on any vehicle that may exhibit an issue if purchased within the last daysI wanted to apologize to them for the misinformation they received and extend the offerI will continue to try to contact them, but I just wanted you to know that we care about our customers and their service experience with Herrnstein Automotive Group as a wholeI will update you if/when I am able to make contact Thank you, Jessica DParts & Service Director Herrnstein Automotive Group [redacted]
The repairs that Ms [redacted] requested to be addressed on her Jeep Liberty were as she stated, a brake noise, a seal/trim piece for the rear glass, and a radio that occasionaly wouldn't work or had static coming from the speakersI agreed to repair the brakes and the rear seal/trim piece and to either replace the radio with an aftermarket radio, or an OEM radio from a salvage/parts yardPlease understand, that the customer denied to purchaseany additional warranty coverage that may have assisted in the repair of or more of these itemsThe vehicle was delivered to her with a month/3,mile powertrain warranty onlyI will STILL honor my decision to make the neccessary repairs, but CANNOT have anyone from the outside watching the repairs being madeOur insurance doe not allow customers to be in the service bays
I have spoken with the sales person and the sales manager that worked with this customerI was shownthat we have a signed application for credit on file, and the sales rep was asked to obtain them a loanfor a pre-owned truckWhile working on their deal, the truck was sold to another customer by adifferent sales repThis customer then asked us to try to obtain financing on a different truck, so it hadto be re-submittedOur company is not responsible for credit inquiries as statedNor do we knowhow to have inquiries removed from someone's credit bureau when we were authorized to obtain creditfor themI hope that this helps clarify
Ms [redacted] had purchased new cars from us in a month spanWhen she purchased each newHyundai, she was informed at the time of delivery that the xm radio was given as a free trialThisoccurred at both deliveries and the customer acknowledged this fact both timesShe knew when thecar was purchased that xm radio was given as trial for days, after that, she would be responsible forany subscription costs associated with xm/satellite radioAll other standard am/fm stations on theradio will continue to be active after the xm expires and does not require a subscriptionWe would bemore than happy and willlng to repair any issues with the steering wheelShe can call our servicedepartment at any time to schedule this or please let us know if she would rather us call her toschedule
Keith B [redacted] helped me trade the Kia Soul for a Kia RioI am happy with the new carMy payments are $a month
I have spoke with Lindsay regarding [redacted] required process and have promised her that I am personally overseeing her vehicle while it is in the shopWe are hoping to receive authorization for the rental/repairs on MondayShe expressed to me that she is mainly frustrated with Kia and thought that filing a Revdex.com complaint on us would effect [redacted] I explained that this route effects us only and asked her to contact me personally if she has any questions or issues going forwardI feel we are in good standing with our customer
I am rejecting this response because:repeated attempts to make contact have failedAfter multiple voicemails over three days have been ignoredI believe the business is avoiding this matter
When I took the car in to Hernsteins in Febit had lost power, backfired and would not run They said it was the distributerI had told them I thought it was the timingBut they insisted the distributer so that is what was fixed When I came to pick the car up 3/29/I tried to start it times before it started and it backfiredI got it to start and it had no powerI just paid $for a distributer to fix that problemAnd it did not.I pulled up to the front of the building and the mechanic and the manager came outBoth of them do not work there nowThey had me leave the car there after working on it for an hour The mechanic said he didn’t know what was wrong with itThe check engine light came on They reset itWhich means it will come back on if there’s a problemWhich it later does.On 3/31/I went to get my car againThey said they put a throttle body gasket on the carThat is supposedly what the problem wasThe manager said if it didn’t run better to bring it back in and they would fix itHe also said I had a lifetime warranty on the motor because the work they didI had not got any papers on the warranty until I took my car in to them this last time and realized I’d been misled quite a few times.Like they said I had choices on that $distributerEither buy from them or junk yardThe manager said there was not after market availableTruth is, I now know I could of got one at Autozone for $ Now, as far as driving the carIt had some power not enough to pull out if I saw anyone coming at allAnd never to pass someoneI didn’t drive it much for fear of breaking down in the winterIt’s not my only vehicleIt is however a vehicle a got for my son to take to collegeAnd I want it fixed right.The check engine light came on within a mile from Hernsteins’ car lot.If they would of wrote down the actual miles on the car when the got itThey would know how much I drove it It has 144,plus miles but less than 145,The have that the car had 150, It still doesn’t have thatI guarantee I never put miles on that car.They are telling me that the timing belt brokeI told them to start with I thought it was the timingIf the belt was worn enough to break they should of noticed it themAnd I would of thought they would of checked it since that is what I thought was the problemI had my step dad with meHe also told them that.And now, I’m being told that I may have a bent valve alsoAnd if that’s the case, I will need a new motorBut I was told by Bart (the owner), that if the valve is bent, he will take care of itHe also said he would send that info to JessicaBt I don’t see it on her paperBart said if valve is bent, it was bent before the belt broke, so it’s their fault.I think it all their fault for not fixing it right to start with.I just want my car fixed so my son can have it for college.Thank you, [redacted]
Hello,I would like to update the case and let you know Ms [redacted] came in on where we checked over her vehicle at no charge and performed a complimentary oil change for her troublesWhile we found some stored codes in her computer, her check engine light wasn’t on and we couldn’t find any issues with her vehicle at that timeWe let her know that if the check engine light should come back on, she should give us a call immediately so we can accurately diagnose the vehicleI’d appreciate it if you could let me know when the case is considered resolved or if we need to do anything else.Thank you,Jessica
I assure you that no one switched tires on the car that you purchasedThe vehicle was only out of your sight long enough to wash and dry the car before you took deliveryThere are no tools or machines in that area to perform any such exerciseThis dealership is in great standing with the Revdex.com and there is nothing shady about usWe go to great lengths to please our customers, every day! We have not and would not ever do anything such as you have insinuatedWe appreciate the service of our military customers and for protecting our country, but we also appreciate and respect our many repeat and civilian customers, too! Jeff H [redacted] General Sales Manager ###-###-####
I certainly understand the frustration that is associated with attempting to obtain creditOur company did not send the ***'s credit application to different banks as stated in the complaintThe sales representative was asked to obtain them a loan on a vehicle and he states that he was told to send it to more banks since the initial attempts were unsuccessfulOnce that we have asked for a loan on the customer's behalf, our dealership has no way to have the banks remove such inquiries, as it wasn't sent to them by accidentWe apologize for any inconvenience that this may have causedIt is our goal to help secure financing for any customer that requests us to handle their loanWe also try to obtain the best interest rate and terms for our customers in order to help save them money over the life of the loan
I am rejecting this response because: Was told by mechanic the vehicle will need to be rechecked in daysDid not speak with MsDalton as she failed to show for appointmentAt this time I request not to close this complaint until after the vehicle is checked again as there is continuous oil lossWould also like to make sure the brake system lights do not come on again
Herrnstein's version of the circumstances surrounding the service received does not accurately reflect our experience We no longer request a settlement since we opted to trade in the HyundaiWe owned the car for years, always kept it in good repair and received exemplary service from our local dealer, *** ***We lost confidence in the reliability of our car following the service provided, or lack thereof, by Herrnsteinor We hope our unfortunate experience will serve as a warning to consumers looking for a sincere and honest review of the quality of service Herrnstein providesTo clarify, I would not recommend Herrnstein Hyundai to a friend
I have reviewed the response made by the business in reference to complaint ID***, and find that there is no resolution My family and I refuse to be inconvenienced or waste any more time on the subject
All of the credit responses stated the auto dealers nameNow I have negative marks on my report
I spoke to Mr*** today reguarding the issues he has had. It was definatley a lack of communication on our part, which has now been resolved. The contract administrators have cut the refund checks for the contracts in question, and we have also remitted the taxes and a set amount to
cover any incuured interest charges. I personally spoke with Mr*** and let him know the actions that were taken today and let him know he could contact me with any issues or follow up questions about his purchase Dave B*** ***
At this point, all we can do is apologize for any of our actions that led to these unfortunate circumstances Our long standing record and reputation stand as a testament to our quality, ethics and integrity This unfortunate set of events are in now way the norm for our Dealerships
I will repeat what we have already stated. Ms*** first visit was back in February of this year for a no start conditionUpon testing, we found the distributor not operating correctlyOnce the distributor was installed, the vehicle ran and the customer picked upShe states that it was still not running correctly, but she did not contact us until the end of June, which is when the vehicle was towed in again with a no start conditionThis time the timing belt is broken and the distributor is functioningWe are willing to provide the labor for the timing belt replacement ($500) as a goodwill because there may have been some miscommunication at the time of the repairs in FebruaryWe have asked Ms*** to pay for the parts for this repair(Approximately $for factory timing belt, water pump, tensioner, and coolant) We have even offered for her to bring in her own parts that she could purchase at an aftermarket parts store in an effort to help save her money.We care about each one of our customers and always do our best to provide great service and resolve concerns in a timely mannerWe feel we are being very fair on our offer as the vehicle did need the distributor in FebruaryWe did not damage her vehicle nor brake the timing beltIf the timing belt was broken on the first visit, the vehicle wouldn't have run at allPlease feel free to contact me if any more information is needed.Sincerely, Jessica D*** Parts & Service Director Herrnstein Automotive Group
Truck has been taken back and refunded. Responded to Dianna on this march 24, it was case # [redacted]. Please update your system.