Suntrup Hyundai

[redacted] ,We would be happy to look at your vehicle free of charge If it was the same repair that failed on the in-operation of the locks we performed previously,we will fix it at no charge to you.Please make an appointment at your earliest convenience [redacted] If you have any question please call [redacted] ***,Service Director @ [redacted]

TSuntrup Hyundai has resolved the misunderstanding with Mr [redacted] and he was apologized to for any inconvenience that we may have caused and the deal that was made with Mr [redacted] hasn't changed Mr [redacted] indicated that he was satisfied with the resolution.ell us why here

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

The original complaints This customer had with us were addressedWe provided a loaner car while they were being doneThe original concerns were verbal statements by a sales person not here any longerShe even signed that we owed her nothingBut we graciously took it apon ourselves to do both a hood dent and a 60thousand mile service for herWhen we called her to inform the vehicle was done and she needed to return the loaner.thats when she said we should do the repair on the engine light.We advised her that we were not responsible for the light and that it need to be diagnosed by a Toyota dealerI also pointed out that she had purchased a warranty with $deductibleThat once they diagnosed it it may be something that would be coveredShe refused said she was not going to pay for it.This conversation was on 4/1/I told her she needed to return the loaner vehicle and pick up her carOn 4/4/she still had notI left a message that she must return it or it would be reported stolen she again has not returned itThe vehicle has been reported non returned rental(stolen).The company is not going to do the repair and we feel we are being held hostage for our rental vehicleAt this point it is a police matter

We are so sorry for the issue with the titleWe are currently in communication with [redacted] We have addressed the issue and done our part to satisfy the customer,we are awaiting the new title ,we are being told it could take 3-weeks before we get a clean IL title and at that time we can fully resolve the issue Any late fee penalties will be paid by Suntrup

I am very sorry my response has taken this long [redacted] the general manager states :We are currently working on this issue for the customerSuntrup Hyundai is doing everything in it's power to resolve the issue on the gap claim, we are in contact with the CNA National regarding the gap claim and will advise the customer as to what we have done or when it is completedThere are some outside document that need to be obtained by the customer I am confident once the customer is in communication with our finance manager this process will be expedited and resolved positivelyAgain , I am sorry for your frustration and lack of communication [redacted] Executive AssistantSuntrup Automotive group [redacted] @suntrup.comP [redacted] Ext ***

I am so sorry for the delay on your refundI am not sure what held that upThe check has been sent on May 20,If there are any further issues please contact [redacted] [redacted]

I can not print or copy the attachment in the format you have sentThere are supposed to be two attachments There is just one copied twice and it is a text to her daughterwe were thinking she had something that specifically had the salesmen making the statement.The tow limit should not have been hard to find it should have been in the door jam or at the very least the owners manual.Could you please resend the attachments so I can send them for the general managers viewing?(pdf) if possible.Thanks you

First of all, the manager, [redacted] has offered to assist in the repair of Mr [redacted] 's engineThe problem at hand right now is that Mr [redacted] had an accident in our loaner vehicleHe has a $deductible.We need to receive payment of this deductible before we can proceed with any other assistance.If he has any questions please address them to [redacted] *** [redacted] Executive AssistantSuntrup Automotive group

TSuntrup Hyundai has resolved the misunderstanding with Mr [redacted] and he was apologized to for any inconvenience that we may have caused and the deal that was made with Mr [redacted] hasn't changedMr [redacted] indicated that he was satisfied with the resolutionI called again on 3/19-to reiterate my apology but was only able to leave a message on Mr [redacted] 's voice mail.I have read his desired settlement and we have attended to the requestPlease contact [redacted] if there is something else needed.ell us why here

I am fully aware of this situationit is very unfortunate for her and we are still working on trying to help her.She purchased a used vehicle with no warrantyWe gave a FREE powertrain warranty but it has very strict no exception maintenance schedule with itIt became void when it was
not followed.The customer has a Ford product so it was taken to a ford dealer they diagnosed it has needing a transmission we offered to put one in for her at cost a very good discount.We even paid to tow it back to our location FREE of chargeWe put the transmission in as requestedIt was not the transmissionAt that point we diagnosed it Free of charge the engine is blown.At the age and mileage and cost of the new engine we suggested she talk to our sales staff to see it maybe we could trade her out of it. That is where we are right now. *** ***Executive AssistantSuntrup Automotive group***@suntrup.comP *** *** ***

Tell us why here*** *** bought a ford escape from us on 2/20/At 1:56PM *** *** agreed to finance 15,dollars, after dollars down from him, and including his payoff of dollarsHe signed an agreement on the price before going into financeAfter going into
finance several hours later, he financed the same agreed to amount of 15,after down and including his lease payoffHis contract matches the amount financed on the original agreement in which he signedThat agreement is attached in this response. Suntrup Hyundai had our service department check out his car for free after the sale, and even gave him a loaner car because he thought something was wrong with the transmissionAfter several days of check up and diagnostics, there was no problem to be found.The customer emailed us a few weeks later telling us his payoff was never sent to KiaWe spoke with our office manager, and she confirmed the payoff was sent to Kia, but Kia finance had not credited his account yetWe followed up with this several days later, and made sure Kia had received the payoff. In light of the customers concerns with the vehicle and the time it took for Kia to register the payoff, we gave the customer a one year free maintenance card in good will. Now several weeks later he wants us to give him 1,dollars backSuntrup Hyundai has already gone above and beyond for this customer, we will not provide any additional assistance and we believe at this time, the customer is only attempting to extort Suntrup Hyundai for money.

I have spoken with the sales manager and he has spoken with this customer this is his response. We are aware of the customer issue about the exhaustAt this time we have asked the customer to bring in the vehicle so we can check the exhaust out two times nowSuntrup has offered to give him a
loaner car while we double check the exhaustHe told us if he comes to Suntrup he is going to do something wrong and end up "going to jail"We explained to him that we are happy to attempt to help him; however, physical threats to Suntrup employees will be grounds to immediately sever all contact with our dealership. So again we realize they are upset but we need to go forward in a reasonable mannerPlease contact us to make an appointment we will provide the loaner and we can find out what this issue isWe can't respond without seeing it

Complaint: ***
I am rejecting this response because:
*** *** was my sales repI am attaching a screen shot of a conversation with my daughter while at Suntrup HyundaiAs you can see I told her I ws considering both an Elantra and a Santa FeThe Santa Fe was quite a bit higher, but it could tow*** told me it would tow poundsI am also showing a shot from an owner's manual indicating that some models do tow pounds, so I didn't make this number upThe sales rep told me that I knew if it could tow 3500, it could easily tow this camper I have been looking atAlso, even though a camper has a weight of pounds, with fuel, water, coolers, food, etcit is higher and the towing capacity needs to be higherI informed them on day that we had a problem and I was told that it really wouldn't tow what they told meWhen I delivered the title, they informed me that it would only tow between and poundsI called the camper manufacturer the next morning and they said while the vehicle would tow, it would only do so on very flat terrain and if driving in any hills, I would be very unhappy and that the towing would stress the engineI met with *** and an assistant manager on Friday Feb23, I drove a year old Santa Fe cylinder and was very interested, but on their final offer, I was to trade in my brand new car (bought totally based on the towing capacity of pounds) in which I had put less than miles on it and take a loss of $6000, as well as losing the 150,warranty that I had purchased, and to pay a first payment. I have since spoken (via text or voice) with two other managersMost recently I told them I was willing to buy a Santa Fe cylinder and basically split the difference in the list price between that and the vehicle I purchasedThat amount was approximately $They also proposed that I consider a Santa Fe Sport cylinder turbo with a pound towing capacityI asked them to send the stock information so I knew exactly what model they were offeringThey went a model with towing capacity of pounds.
***The are counting on an older woman being less knowledgableThe sales rep indicated that he had only been there two months and he thought it would tow pounds. Again, my entire decision was based on what they told me about the towing, otherwise I would have bought the less expensive Elantra.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The narrative provided is completely falseFirst of all the "large discount" mentioned was $off the asking price (not sure why it would even be mentioned...) But at least the amount of said "large discount" is documented. As for being given a loaner car 2x, that is absolutely FALSEAs for the ABS (airbag light) coming on, it only came on after the dealership put it through service initially after the transactiondays after the purchase of the car we picked up the car (for the first time) from *** with multiple dash lights on and were told that we needed to drive it for at least miles and bring it back because the cars computer has to reset?? We did thisMy wife waited several hours and once they informed us that it would not pass inspection again because additional sensors were bad, he gave a loaner car for the first time, the only time.... They then had the car for additional weeks and after many attempts to find out was going on, I finally reached *** (technician) who informed that this time around he was not working on the car and asked if *** had contacted meHe had not and still has never contacted meDuring this conversation *** informed me that there were notes that the airbag control module was badA 3k repair. As for appointments that were set with us to come inTOTALLY and UNTRUEThey pushed for us to come in to trade us out of this carthey pushed for this after I made it crystal clear that they could either fix the module at their expense or refund our purchase priceI made it abundantly clear that they did not have anything else we were interested inI was told numerous times that they would give me "close" to what I paid for itI have text messages proving this from their sales personJust as I have every text relating to us NOT setting an appointment to be traded out of this carDifficult if not impossible to see why I don't get the full value of the car they sold me when it is they that could not get it put together. Trading out of the car at a price "close" to what we paid into something else is the ONLY option that has ever been on the tableSo to claim that there have been multiple options provided is FALSE... In our opinion this is simpleThe dealership gambled and put a car on the lot before knowing what they had, I purchased it with the expectation that it would go through service and there was nothing to fear because our salesman told us no less than times that we were totally covered with the Suntrup Guaranteed month/ mile warranty... As *** told us, $Airbag Control Module isn't worth doing in a car of this valueWe agree and there is no one who would purchase this car with this known condition for the price that we paidHad they serviced it prior to putting out on the lot, none of this would be an issue with us, we would have never purchased it for our year oldA simple refund of our purchase price would make this all go away, or a change in perspective on Suntrup's part to decide to fix the moduleeither is ok.
Sincerely,
*** ***

TMr*** did buy the passat fresh off trade in as he described, only after he negotiated a very large discount on the priceWe agreed up front on a signed "We Owe" document that we would run the Passat through Missouri Safety and emissions test, we have attached a copy of the signed "We Owe"We
did change the sensors as describedDuring the time the ***s vehicle was at my dealership we provided a free loaner car for them to driveThey did bring the car back because the engine light came on a second timeThis was because a different sensor went outWe replaced this free of charge, and did not charge the ***s anythingAll items on the "we owe" have been completed. There is nothing wrong with the "Air Bag" at this time, nor has there ever been. The second time the customer came in, we again, gave them a loaner free of chargeThe customer stated their ABS light also came on, this is the anti lock brake lightSuntrup covered the diagnostic. This item is not covered under any warranty on the vehicle. Suntrup did not agree to make this repair, nor does it fail Missouri Safety inspectionThis was NOT a pre-existing condition, and the ABS light came on after the customer took possession of the vehicle. We have proposed several options to resolve Mr ***’s concernsWe have asked the ***s multiple times to come sit down with *** *** the General Sales Manager and work out an agreementIn fact we had two appointments scheduled for them to sit down with the GSM but theyfailed to show up for both appointments Our GSM even attempted calling the customers from his cell phone and left voice mails, (we can provide the call logs) to work out an agreement but they would not answer calls or return messages. Eight days passed from the time their vehicle was finished in the shop and they were still driving our "loaner car" and refused to come to the lot to work out an agreementIt was at that point we asked them to return the "free loaner" or they would have to pay a daily rental feeThe ***s dropped the loaner car off days later, before business hours avoiding contact with the sales manager and sales associates again. We at Suntrup have proposed several solutions and are still willing to work with the ***s to resolve the issue if the ***s are willing to discuss the matter with Suntrup.aSuntrup will repair the module for them so they can pick up their car. bSuntrup will trade them out of their car into a different vehicle. *** *** O: ***General Sales Manager C: ***Suntrup Hyundai F: ***

I am so sorry Ms*** had this experienceI can't explain how she received the idea she did not need to licence the vehicle at allIn most cases you have daysbut you have to register the vehicleI spoke with the manager at Hyundai he said she hung up on himI'm sure she was just frustrated
I'm sure it was a shock if she was unaware of the sales taxI am attaching some backup documents the were signed by Ms*** since she signed we assumed she understood what needed to be done.I am still sorry for the misunderstanding and any inconvenience it may have causedBut there is nothing else for us to take responsibility. While sales tax and vehicle registration are strictly the responsibility
of the consumer in the State of Missouri, Suntrup Hyundai agrees to
help the consumer with the ticket in good faith. The customer may
contact *** *** at *** and she should bring a copy of her
ticket to reimburse her

Suntrup Hyundai has followed through with the We Owe that was promisedSuntrup has also had someone out at the customers house to cut a new key for him but the customer was not thereWe will be trying again to cut him a new key

I am very sorry for the experience this customer has had with their preowned vehicle they purchasedWe do take the vehicle through our shop prior to saleThere were no fault codes It was fine on the test drive and it passed all inspections necessaryThat being said we also have a day
thousand mile coverage on certain items on the vehicle. The 1st time the vehicle was brought in we found some communication codes from the electronic control module.We fixed itOn the test drive after the repair the throttle body was still acting up we replaced it.The customer took the vehicle a few days later there was another fault code ,the knock sensorWe removed intake and found chaffed wireThis code was not present the first time or we would have taken care of it then.We released the vehicleThe customer had refused to pick it upSales called her to discuss but financially trading out was not and option.The last conversation the customer had with sales involved some profanity on their part so that is the last we have heardThe vehicle was preowned we have no way of knowing when things will happen That is why we offer the purchase of extended warranties.The vehicle was fixed and ready to be picked up We have tried to resolve this to the best of our ability

We have received and submitted the cancellationIt was received by the office 6/21/it was applied for and mailed in 6/24/16.it can take up to 10daysThen the refund will be mailed to the Lien holderWe have not received a payoff letter or release of lean letter from Prestige Financial
so that is procedureJon the finance manager is going to call Mr*** but he says he has talked to him and informed him of all of thisIf Mr*** has any further questions he can feel free to call me at *** ***Executive AssistantSuntrup Automotive group***@suntrup.comP *** *** ***C***