McDonald Hyundai

First off we want to say thank you for your time and your businessIt is important that we take all avenues to provide customers with a good experienceTo help with your situation we provided you a free loaner car to drive so we could get the noise resolvedOnce we were confident everything was resolved we were proactive on getting your car back to youOne solution we provided was to deliver your car and pick the car up we loaned youYour car not being repaired correctly the first time was very frustrating especially for the money you spentSome of the suggestions I offered did not please you so I allowed you to provide us with a resolutionAs you requested we refunded you $for your inconvenienceIt was made very clear how you felt about our facility so we politely asked you to return our loaner carUpon your arrival we had your car washed and vacuumedIt is important that we take all appropriate measures at overcoming any mistakes we made to help show that no matter what happens during service at McDonald Hyundai we will work hard to earn your businessIf things change we would be honored to service your car and show you that we are here to do clean honest thorough business [redacted] Hyundai Service Manager

Again, we are sorry for the frustration related to these repairsWe still offer to set up an appointment to inspect the vehicle for any additional damages caused as a result of the repairI understand there has been difficulty in making an appointment directly with [redacted] and/or [redacted] Please contact me directly at ###-###-#### and I would be happy to arrange a meeting with all parties and ensure all will attendThank you, [redacted] Controller

[redacted] , I am sorry for the confusion here. We resolved the issue with this customer. We recontracted the deal with a corrected payoff. The customer admitted that he had received a credit he should not have. We did rearrange the contract and everything was handled awhile back. ***... [redacted]

Initial Business Response /* (1000, 8, 2015/08/28) */
McDonald Hyundai is honoring it's Sales Agreement and will no longer try to collect for the clear maskI was informed the clear mask was a verbal agreement and added after the Sales Agreement was signedIn good faith McDonald Hyundai installed
the clear mask with the understanding they would be paid once installedIt now appears this was not the case
As far as the title papers being completed and forwarded to the county, this process was completed on 8/The consumer is able to go to Denver County at any time and register their vehicle
Initial Consumer Rebuttal /* (3000, 10, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not an acceptable responseThe version of events provided by *** Hyundai is demonstrably false, and implies that we are liars and deadbeats
We purchased the car with the clear bra already installed on it, and paid for the clear bra at the time of purchaseIt was installed before we signed and finalized all of the purchase paperworkIn fact, our trip to the dealership to purchase this car was conditional on the clear bra being already installed since McDonald Hyundai is not convenient for us to travel toAlso, the clear bra came up in conversation multiple times with the sales staff during our over hours at McDonald Hyundai before the final contract was signed
As to McDonald Hyundai's reference of a 'verbal agreement' made after the purchase, this is completely falseThe addition of the clear bra was discussed with McDonald Hyundai salesman *** *** over email prior to the purchase of our carOn Tuesday, July 14, *** *** wrote: "I will have the clear mask done for you6:Wednesday pickup time will be just fine." The next day, Wednesday, July 15, we purchased the car with the clear mask already installed as was discussed in the emails, which we can provide to the Revdex.com
As mentioned in my original complaint, I spoke on the phone with salesman *** *** on Friday, August 7, after he and a colleague had made multiple harassing phone calls to my pregnant wifeDuring that conversation, he said that McDonald Hyundai would not release the title and registration paperwork until we paid $for the clear bra (which we had already paid for), preventing us from properly registering our car with the *** *** But, in their response to the complaint, McDonald Hyundai indicates that the title papers were completed and forwarded to the county on August This seems to further indicate that my wife and I were targets of a sleazy car salesman shakedown operation
Final Business Response /* (4000, 15, 2015/10/02) */
We apologize *** *** had a bad experience with our store and experienced such confusion over the clear braAs stated before no further attempts will be made to collect the $and the title papers were never withheldWe have an obligation to submit title papers to the county office within days and we strive to strictly adhere to that obligationOur sales staff and sales management team will be coached in regards to this

Complaint: ***
I am rejecting this response because: they just don't get itI am displeased with their service and how they communicate with the publicI told them that they have lost a customer and the manager said and I quote"I don't care".
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

[redacted], I am sorry for the confusion here. We resolved the issue with this customer. We recontracted the deal with a corrected payoff. The customer admitted that he had received a credit he should not have. We did rearrange the contract and everything was handled awhile back. 
[redacted]...

[redacted]
[redacted]

Initial Business Response /* (1000, 12, 2015/08/25) */
When a consumer trades in a vehicle that is being leased we are unable to grant the customer tax credit on the transaction. This is not a McDonald policy but a tax rule. Unfortunately our team misinformed [redacted] and as a result we had to...

recontract the deal to include taxes. Without the taxes included in the transaction the county clerk's office will not process the title transfer and issue license plates for the vehicle. We are sorry for the misunderstanding but when it comes to taxes there is not much we can do other than collect the taxes that are due.
Initial Consumer Rebuttal /* (3000, 14, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
McDonald Hyundai never RECONTRACTED the deal, the papers were done exactly the same on both March 27th and on April 9, by 2 different finance people. The exception is that on April 9, the wrong finance company was written in, making the contract even more invalid. I Have signed both sets, neither of which mention me paying any money down (tax or otherwise). Their fault and their mistake is not something that I should be held liable for. An agreement of "No Money Down" doesn't mean "some money down," or "some money down if we mess the paperwork up." It is simple business practice and unacceptable to go back against a signed deal. If they need to take the tax money out of the sale price to send to the clerk's office, then they should do that. I should not be penalized for someone's incompetence in McDonald Hyundai's employ. Customer service dictates that this dealership make this issue right, and I don't accept "sorry but we messed up and now you'll pay" as a valid reasoning. Also, keep in mind that they messed up my paperwork on a car back in 2003. I have bought several cars from other dealerships in the meantime, but decided to give McDonald Hyundai a chance to fix the previous issue after a friend of mine had a good experience with [redacted] at McDonald Hyundai. Also, my husband passed [redacted] a little more than a month ago, so now I am dealing with not having a car to drive, while also handling the affairs of a recently deceased spouse. I'd appreciate a little compassion [redacted] customer service during this deeply devastating and difficult period of my life.
Final Business Response /* (4000, 47, 2015/12/07) */
I am sorry this transaction was all but smooth for Ms. [redacted]. After working with the Dealer Board and Ms. [redacted] we were able to make arrangements with her credit union to internally handle the tax issue. Once the process with the credit union was complete we were finally able to forward the appropriate tax monies to the county clerk's office allowing Ms. [redacted] to get her plates. The dealer board notified us that the conclusion of the case was we "may have violated C.R.S. XX-X-XXX Initial registration of a motor vehicle - dealer responsibility to timely forward certificate of title to purchaser or holder of a chattel mortgage." No disciplinary action was taken. Basically, due to the impasse ** the tax issue it took too long to complete the transfer of title.
Again, I am sorry this transaction unfolded in the manner it had. Once the issue was brought to my attention I did everything to handle the situation timely. There were warning signs early in the process that should have slowed down the transaction and restructured in a new direction. Unfortunately that did not happen on either side.
Final Consumer Response /* (4200, 50, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Honestly, this dealership STILL isn't taking responsibility for their choices, their lack of communication, their poor leadership and training of staff leading to this situation, their stale customer service, and their inability to even bother with me until I involved the dealer board. I do not accept that they "may have been in violation of" some code. They deserve a negative rating and commentary on the Revdex.com website and I will not accept their haphazard negotiation that because the credit union and dealer board got involved, I am now able to drive my car. That is not good enough and consumers should be informed.The dealership literally fixed NOTHING in this case and it absolutely should be documented and available to the public.

Initial Business Response /* (1000, 8, 2015/10/02) */
I have been informed by the General Manager [redacted] that he spoke with [redacted] and has agreed to fix the blower fan and door locks. The issue has been addressed and is resolved.
Thank you.

Again, we are sorry for the frustration related to these repairs. We still offer to set up an appointment to inspect the vehicle for any additional damages caused as a result of the repair. I understand there has been difficulty in making an appointment directly with [redacted] and/or [redacted]. Please contact me directly at ###-###-#### and I would be happy to arrange a meeting with all parties and ensure all will attend. Thank you,[redacted]Controller

We are very sorry to hear Ms. [redacted] was unhappy with the repairs to her vehicle. This is never our intent. After meeting with all of the employees who were involved in this repair, it appears as though this was a much more complicated repair to the sunroof than it appears on the surface....

Because this was a panoramic sunroof the entire sunroof assembly needed to be replaced instead of a simple one day part repair. The vehicle was sent to our body shop to remove the sunroof and replace it with a new one, Due to the complexity it took 2 weeks to complete. Our Hyundai service department made the effort to accommodate Ms. [redacted]'s transportation needs acknowledging the inconvenience of the repair. At this point we would like to invite Ms. [redacted] to meet with the Hyundai Service Manager and the Body Shop Manager to review the repairs that were completed; to review the damage that is claimed as a result; and make a determination from there. $20,000 is significant damage, we'd like the opportunity to inspect the vehicle and assess the damage. Luckily, part of any body shop repair requires several pictures to be taken through the process. I am sure we will all be able to determine the condition of the vehicle before and after the sunroof repair. If Ms. [redacted] could let me know a convenient time I will arrange a meeting with all the parties. Respectfully,[redacted]Controller

First off we want to say thank you for your time and your business. It is important that we take all avenues to provide customers with a good experience. To help with your situation we provided you a free loaner car to drive so we could get the noise resolved. Once we were confident...

everything was resolved we were proactive on getting your car back to you. One solution we provided was to deliver your car and pick the car up we loaned you. Your car not being repaired correctly the first time was very frustrating especially for the money you spent. Some of the suggestions I offered did  not please you so I allowed you to provide us with a resolution. As you requested we refunded you $200.00 for your inconvenience. It was made very clear how you felt about our facility so we politely asked you to return our loaner car. Upon your arrival we had your car washed and vacuumed. It is important that we take all appropriate measures at overcoming any mistakes we made to help show that no matter what happens during service at McDonald Hyundai we will work hard to earn your business. If things change we would be honored to service your car and show you that we are here to do clean honest thorough business. [redacted]Hyundai Service Manager