Russell Westbrook Hyundai of Anaheim

Refrence ID # ***
· RECEIVED FEB 0 2918
Customer *** brought in his 2013 Hyundai Veloster on 1-30-2018 repair order *** for a right front headligght factory LED strip inoperable. We inspected and concurred this to be true and proceeded to replace the part under the factory warranty.
Upon picking up vehicle customer noted to the service advisor that the right front bumper cover was not sitting flush, we agreed and consulted with the technician where he noted this to be the case when he received the vehicle. We were then told by the customer he had just gotten the vehicle back from a body shop where they had done some front fender work on the left side. We suggested the customer return it there, that it would likely just be a matter of securing the bumper cover. Not thinking much further of it. He returned to his body shop where they said they would have never returned a vehicle like this and oh by the way it appears that we also broke an upper portion of a panel under the hood. This too was like this when the technician initially received the vehicle to work on, however due to it not being noted down we agreed to order the part and replace the part. The customer then disputed
with us about damaging the bumper and or not securing it when we replaced the headlamp assembly. We informed him that we do not remove the bumper cover to replace headlamps and that we could show him the actual time frame and footage of the technician replacing the part. We sat down with the customer, found the footage and showed him all 18 minutes of us replacing the part (in all fairness it
was at a distance and partially blocked by another vehicle) however the fact that the technician only had the vehicle in his position for 18 minutes we assumed would be enough evidence that we did not remove , even partially to replace his lamp assembly. The customer took it upon himself to go to another Hyundai dealer and have it inspected and secured because his body shop would not do it for him (which over the phone with me they said they would) I also made the comment to the customer that if I had a body shop I would do it for him/.However we don't , so I gave him the option to bring it to
me, and I would instruct our preferred body shop to do it for us.
As of the date of this letter the customer has been informed that the part we ordered for him was here, and that we would install it, he has declined to come back. He also presented us a bill from the other Hyundai dealer for $ 140.00 for securing bumper cover. Which we offered to have our body shop do for him. Thus far the customer has been somewhat unreasonable. He's amicable in person and then slanderous away from us and on social media.
Sincerely,
***
Service Director
Garden Grove Hyundai