Auburn Hyundai - Service Center

Bud Clary Auburn Hyundai responded

While some of Mr. Obrien’s comments represent a personal attack against one of our employees combined with disparaging remarks against the business practices and integrity of the dealership, both which serve no purpose, we still appreciate the balance of Mr. Obrien’s feedback and will respond to his main points. While we strive to fix every vehicle right the first time we are not perfect and regret that this customer has had to return once to the dealership to address the same complaint. Engine noises can be a challenge and frustration for both our customers and for the dealership to make sure that we are identifying the same sound. It is important to note the following: 1. The customer has not been out of pocket for service repairs one cent at our dealership. This is a testament to the factory warranty afforded to Hyundai customers. It truly is the best warranty in America. 2. Tom Matson Auburn Hyundai as the dealer and Hyundai Motor America as the factory are more than happy to honor any items covered by the factory warranty. 3. It was at this customer’s request that the dealership keep the vehicle for an extended number of days and drive the vehicle the number of miles put on the car in an attempt to replicate the customer’s complaint. 4. While we disagree with this customer’s claim that we have not responded to his queries, I would ask that he copy our General Manager, Corey Forsberg at coreyf@matsondodge.com with all future emails on this issue so that he can remain in the loop. 5. The manual for this customer‘s vehicle states that “Your new vehicle is designed to use only unleaded fuel having a pump octane of 87 or higher.” The manual states further that the factory “recommends that you use good quality gasolines treated with detergent additives such as TOP TIER Detergent Gasoline…(www.toptiergas.com)”. There is also a technical service bulletin that now approves and recommends Hyundai Fuel System Cleaner Plus. This information has been provided to the customer. 6. Based on our findings thus far, it is our position that Mr. Obrien’s vehicle is operating normally. We look forward to the results of an examination yet to occur by a Hyundai Field Engineer. In the end, one of our core objectives is to satisfactorily address the concerns of our customers. In this particular case, we are still waiting for the outcome of our request to have a Hyundai Field Service Engineer examine the vehicle. If the steps in this process are unfolding in a direction or speed that is not satisfactory to this customer, we would be happy to arrange for another Hyundai dealer in the area to provide a second unbiased opinion on this vehicle at our cost for one hour diagnosis time.