Lithia Hyundai of Reno - Service Center

Lithia Hyundai of Reno responded

GStein, You have been a faithful customer for many years and we sincerely appreciate your continued business. Lance and the entire service team work extremely hard to keep our customers coming back and it’s a pleasure to hear we've been there for you over the years. It means a lot to me personally that you took time from your busy day to leave us this wonderful review, so thank you! Stay safe and thank you again for the kind words. Respectfully yours, Dylan Clunie General Manager Lithia Hyundai of Reno

Lithia Hyundai of Reno responded

TStrickland, Thank you so much for your glowing review! We are so happy to hear that Matt, Joe, Cody and David provided you with a hassle-free car-buying experience. We feel strongly that it’s important for our customers to hear firsthand from other customers about their positive experience, so thank you for sharing it with us. Be sure to follow/like us on Facebook and Twitter to stay connected with special events and service deals. And be sure to let your friends know where you found your new ride. Thanks again for your business and kind words. Sincerely, Dylan Clunie General Managersd Lithia Hyundai of Reno

Lithia Hyundai of Reno responded

Wow! Thank you so much for your recommendation! We feel strongly that it's important for our customers to hear firsthand from other customers about their positive experience, so thank you for sharing this with us. The success of our company is due to incredible team members like Lance Smith, and we're so glad to hear that you experienced his dedication first-hand. Please don't hesitate to reach out to us with any future automotive needs. And be sure to let your friends know where they can receive the royal treatment when they get their vehicle serviced. Thank you again for your business and your kind words, we greatly appreciate both. Respectfully yours, Scott Robert Customer Relations Manager Lithia Hyundai of Reno

Lithia Hyundai of Reno responded

GN, Obviously we are sorry you feel this way. It’s certainly not the goal of our dealership to have a customer dissatisfied with their service experience. For the record, intermittent electrical problems are not only a huge source of frustration for our customers; these problems are also a major source of frustration for the dealer as well. And sometimes, these seemingly innocuous events have the potential to create a “Catch 22” situation for the dealership, unless we err on the side of caution. We have a great group of service advisors and technicians whose job can be very demanding when working with intermittent problems and limited information. Your comments in this review over-simplify the events of that day and are in direct conflict with statements you made to service personnel when dropping your vehicle off. Your original complaint stated; “vehicle will not start at times after sitting for about four hours or more.” And, “no lights come on; start/stop button has no lights.” At face value these complaints do not immediately indicate a battery problem in a remote. When you and the service advisor walked out to your vehicle, not only did the remote work from 30 feet away, but the service advisor also held the fob outside the window at arm’s-length, and the internal ignition antenna still read “key present.” And of course when he pressed the start/stop button, your car started. When the service department is presented with obvious weak remote batteries the “key not detected” light flashes, and starting the vehicle literally requires the driver to press the start/stop button with the remote in order for the car to start. And of course, this was not the case with your car; your remote worked from 30 feet away and it started with the key being held outside of the car. For those reasons and your stated complaint, it was determined the prudent thing to do is dig a little deeper. And herein lays the catch 22 for the dealership and the service department. If we had assumed it was the battery in the remote and not checked any other electrical systems, we could have very well sent you on your way only to discover the weak remote battery masked a bigger issue with the electrical system. And given your original complaint with the intermittent problems, had that happened, you’d likely be right back here saying how irresponsible it was for us to assume it was a battery in a remote, and how you could have been stranded on the side of the road in the middle of nowhere in a snow storm. As I said earlier, we prefer to err on the side of caution. We would rather run the risk of this kind of review and sentiment, than you being stranded somewhere in harm’s way. You may not think so, but we truly value our customers above all, and we are not going to leverage our sterling reputation for $130. Our goal is to keep our business relationship strong with you and every one of our customers. If you ever find your way back to our dealership I’ll make you this deal. When you need a set of tires not only will I give you a great deal, I’ll also apply a $130 credit to make amends. Your business is very important to us, we would like to regain your trust and have you as our loyal customer for many years to come. I can be reached at the dealership the next time you stop in, or at the email address below. Respectfully yours, Bill Midtgard Fixed Operations Manager Lithia Hyundai of Reno BMidtgard@lithia.com