Heather Willis | Page 3

Brandon Hyundai responded

Good afternoon, I do sympathize that you purchased your vehicle in December and due to the first spoiler we received arriving damaged, it has further delayed our progress of having yours replaced. However, we have tried our best to remedy this for you and get this handled as quickly as possible because we do care about our customers. Again, I apologize that the first spoiler we ordered arrived to us damaged. I also apologize that we have to order our parts from the factory; we can't just order one online from anywhere, it has to be a warrantied part from Hyundai. I apologize that every warehouse nationwide did not have any in stock and we have no choice but to wait on the factory, but we did put a rush on it. We understand this has escalated so we are doing everything in our power to rush this for you. We understand your frustration, and have been in communication from your initial response and have tried our best to get you a new spoiler and correct this. As I mentioned in prior communication parts on "back order" means there are none available. Thank you for your time and I hope you have a wonderful day.

Brandon Hyundai responded

Again, we do apologize. I am working with what I have. All I am given is the ETA meaning estimated time of arrival. We can only go by the ETA we are provided which can change from the manufacturer. Which means that we can only provide you an update when parts department is updated, latest update part will be in January 30th (9 more days). As soon as the part arrives here, I can promise you we will call you to let you know that it's arrived and everything is well with it. We will then send it for paint and contact you again to schedule an appointment for the installation. If anything is to change with ETA I will also provide you an update.

Jenzim1986 responded

You guys are pathetic. It’s been 3 months since I’ve bought this damaged POS and have received 5 different arrivals dates already and your still telling lies!! O well you guys don’t seem to care so I guess I will go fill out my Hyundai review now I’m done giving you people chances to make this right. Also The “ its a new car” excuse is being overused by you guys, Hyundai is producing these cars by the hundreds this part is not on short supply, I was able to locate it in 5 minutes.... nice try.

Jenzim1986 responded

As far as you stating you have been keeping us informed... that is incorrect. If it wasn’t for ME constantly reaching out to YOU I would not have heard anything from you, I would still not know anything IF I left it up to you. IF this was so important to you, you would have called yesterday to tell me the ETA YOU gave was incorrect, but once again I have to reach out to get a status update as usual. I have a call/complaint in to Hyundai now. Maybe they’ll be able to get something done or force you to take it off another car.... seeing this repair is stated in our contract with you and had yet to be fulfilled by you.... that’s a breach of contract.

Brandon Hyundai responded

Good afternoon, Thank you for providing us with your feedback! I recently spoke with you and your husband regarding the situation with the part. I am still doing my best to have this addressed for you as soon as possible. When parts opens up tomorrow, I will acquire a status update from them. Thank you for your patience and understanding, I deeply appreciate it! I hope you have an amazing day and enjoy the remainder of your weekend! Please don't hesitate to contact me anytime. Kind Regards, Heather Willis Customer Relations Manager Brandon Hyundai (813) 628-5555 EXT 139

Brandon Hyundai responded

Good morning, I apologize but I must have called the incorrect customer. I tried finding you in our system via the nickname shown on here. Can you please provide me with your full name, phone number or e-mail address? Thank you so much! Kind Regards, Heather Willis Customer Relations Manager Brandon Hyundai (813) 628-5555 EXT 139

Brandon Hyundai responded

Good morning Mrs. Randolph, Yes ma'am, I remember that and I left a voicemail that next morning explaining the delay on the part and confirming that I saw the damage of the part that came in myself. I personally went to parts, inspected the spoiler that was indeed damaged during shipping. I requested to have a new one rushed to us as soon as one is released from the factory. We are currently waiting for the part to arrive so we can have it fixed for you. Due to the vehicle being a new model, there aren't many parts readily available and we have to wait for the factory to get us one. That is the reason for the delay. I'm doing the best I can to help get this fixed for you but I am unable to control when the part is available from the factory. I understand your frustration regarding this but I only have control over so many factors involved with this. I just spoke with the parts department again and they said the part was still on back order but he was able to mark the request as an urgent order from the factory. The current ETA for the part to arrive here is 01/20/2020 and then we will have it sent to the paint shop to be painted to match your vehicle. Once it has been painted and is ready for installation, service will call you to schedule the installation. Kind Regards, Heather Willis Customer Relations Manager Brandon Hyundai (813) 628-5555 EXT 139

Jenzim1986 responded

Another week goes by and still no phone calls or responses to our issue. Brand new car bought with damage and a dealer that refuses to fix it even though it’s in our contract. Should I get a lawyer?

Jenzim1986 responded

Douglas Randolph is my husbands name and you already spoke with him and myself. You were suppose to call him right back as soon as you spoke to all the departments involved. Well at least that’s what you told us on the 29th. Still haven’t heard anything from you. Nothing new with this dealership. It’s been 7 weeks since I’ve purchased my vehicle and it is still damaged. No one can tell us when it will ever be fixed or return phone calls. Like I said, worst service I’ve ever had in my life.

Jenzim1986 responded

So still another month away from being repaired, when we were told it’d be repaired a week after purchase. Even had an appointment to bring my car in, brought it all the way in just to be turned away. Could of called and told us not to waste a trip but naturally the communication at this place is far below where it should be. Long story short.... 3 months after purchasing a brand new car, it MIGHT be repaired. Well I can’t make any promises that the piece that is hanging off the back of my car won’t fall off. It is extremely loose from bouncing all over the place the last 2 months. Either way my review stands. Have had nothing but issues dealing with this dealership. From sales To finance, all the way to now Has been nothing but issue after issue and lie after lie.