ComplaintsforHyundai of Greeley

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On jan 30th i took my vehicle to hyundai of greeley for 3 recalls, one being anti theft, and the engine light had came on. Ray Washington Service manager set me up with a loaner car while they was checking out mine. Ray called me a few days later daying the recalls was fixed but that the car needed a new engine and the warranty would cover that. Said to keep laoner until fixed. He then called me feb 21st and said part was not in yet as it was on back order. And he would update me in march if they hadnt gotten it yet. Did not hear from them in march. And on April 2nd got a call from Ray stated my car was stolen. And i needed to call the cops as it was my car. I made police report and contacted my insurance, the cops called me back a few hours later and stated they found my car and that it was there a few weeks. My car was towed back to hyundai on april 4th. And i asked for a steering wheel lock be in place as the theft had damaged my door and steering column, on april 11th they told me they would cover half my deductible and if they wanted me to go ahead and start fixing the car and engine, said engine would start on april 16th. I asked for the estimate to be sent by email as i was working. Never got email. Sent more emails out asking about the estimate as my insurance kept sending me notice that they was sending payment to hyundai of greeley. Had daughter go check out car and no lock was on it. And got a call today that car was stolen again. And they wanted the loaner back as someone posted a bad review on there Google.

  Business response

  04/30/2024

  April 30, 2024

  
  To Whom It May Concern:

  
  Thank you for the opportunity to respond to this complaint.

  
  This vehicle was in fact brought to us for work to be done in January. After inspection of the vehicle, it was determined there were recalls, one of which included the engine. All of the recalls were completed except the engine at that time, because it had to be shipped to us but was on back order. We provided the customer with a loaner vehicle and parked the customer vehicle on our property while it was in wait for the engine to be received.

  
  The vehicle was in fact stolen off of our property, but was not realized until the engine was received and the work was to be started. We notified the customer immediately and walked her through the process of contacting the authorities.

  
  There is a national issue with Hyundai vehicles being stolen due to a manufacturing issue. Unfortunately, this is a wide spread issue and Hyundai dealerships have been targets for quite some time now. Shortly after this particular vehicle was retrieved and brought back to our dealership, we had very large boulders installed at our entrance to deter thefts. The day after we had this project completed, the very same vehicle was stolen again, with the perpetrators driving the vehicle over one of the boulders, appearing as though it caused quite a lot of damage.

  
  We notified the customer and the local police department immediately. We instructed the customer to contact the local police department again, being that it is her vehicle, this is necessary. The vehicle has not yet been recovered from the second theft, as of today (4.30.24).

  
  The customer was upset because of the thefts and made a phone call to our General Sales Manager in which she implied that we were somehow involved in the disappearances of her vehicle. This was an accusation with no merit and not something that our dealership has time to spend its time on.  

  
  We have made several attempts throughout this ordeal to assist the customer in the best way we can:
  Constant communication whenever necessary or requested
  Provided a loaner car for the entirety of the time we have had her vehicle
  Worked with customer and insurance to get the claim handled so the vehicle can be repaired
  Offered to pay 50% of the customers deductible as a good will gesture
  Performed all recall and warranty repair work as soon as it was possible once all parts were received, there was no cost to customer

  
  In response, the customer has:
  Accused us of conspiring the theft of her vehicle
  Had acquaintances leave several 1 star google reviews in the last couple of days on our website
  Filed a complaint with the BBB and UCCC against us
  Stated that we have not communicated with her though we have email correspondence with her and she has had phone communication with both our Service Manager and our General Sales Manager

  
  At this point we do not feel it is in our best interest to continue a business relationship with Ms. Hradecky, and have asked her to return the loaner vehicle and take her vehicle to another facility to have the repairs completed once it is retrieved. We have not done anything with the insurance checks, so the insurance company can void and reissue them. We have communicated this to the customer.

  
  We fully understand the frustrations of having a vehicle stolen, as this has been something we as a business, have been dealing with for some time now. We have cameras on our lot, we have installed boulders as an anti-theft tool (recently added even more) and we now perform a lot walk of the customer vehicles that are here for service on a daily basis so that we can catch any thefts more quickly.

  
  We feel that we have done our best to try and repair this situation with Ms. Hradecky, but she has chosen to file complaints and delay work instead of getting the repairs to her vehicle completed. As of today, she is aware and has acknowledged that she needs to return the loaner vehicle and take her vehicle elsewhere for the remaining repairs once it is back in her possession.

  
  Thank you again, we appreciate your time and attention to this matter.

  
  Sincerely,
  Wesley Taber
  General Sales Manager
  

  
  

  Customer response

  04/30/2024

  On April 11th I talked to ray on the phone about engine and other parts being ordered for the first theft on April 12th sent him the insurance estimate and that's when he said he would pay 50 % of deductible.  Called again on 15th and left Wesley a voicemail never heard back called again on April 17th and talked to Wesley in which I stated that ray told me he would cover 50% of my deductible and that I was just telling Wesley that I did not feel was right as they did nothing prior to my car getting stolen to prevent it and I had said I am not accusing you have but have it looking at my point of view that it looks bad and an inside job you guys don't want to take ownership of this and had me file a claim on my insurance.  Wesley then stated that he would talk to ray and see if the full amount could be paid if they had enough funds and that he would call me back within 30 minutes I never got a call back from him at about 3 PM did give a call from ray saying that my engine was done and asked if they was going to start the other repairs I asked if it was going to be locked as just getting a new engine and he said yes I also stated at that time that I need a detail from the theft so he said he would be able to do that on the supplemental insurance and he said that if the insuranve didn't he would have it done at the shop next door.  I then asked at that time to send me the email as I was working and couldn't write anything down he said he would wait until he tried the insurance first that was the last phone conversation with them on April 24th I sent an email still requesting estimate to be sent to my email never got anything back since that's why on the 26th I had my daughter go check the vehicle which was still not locked with the steering lock. I sent email on the 27th.  Got a phone call on 429 at 10:03 AM that phone call lasted 58 seconds was told it was ray and he told me that he got my email and that my car was yet stolen again I asked him how Hyundai was trying to make this right and he said he was waiting for his manager to come in and talk to him I said please send me their information as why the email Z attached had contacts requested I was at work until 4:30 PM when ray called me demanding I was bringing loner back as I review I posted I told him that I was at work and didn't post a review he said The somebody had did it on my behalf I was at work then getting off sent email reply see attached then got voicemail from rowesley on 430 at 9:34 AM demanding loner back and saying that I had made comments online and in person if they lie I never went to Hyundai and they're threatening me by calling it the loner in then sent me an email see attached I sent re email and then at 12:47 PM I had to take vehicle back at set time neither told me to take my vehicle elsewhere or try to resolve the problems only learned after I got this BBB response back so we're in any of this did you try helping solve the problem it was me communicating to you through emails so that no voice transactions would be misinterpreted. I have more files, as of right now not sure how to upload as it only allows 5

  Customer response

  05/01/2024

  from: 'Jennifer Hradecky' via Dispute Resolution <disputes@wynco.bbb.org>
  reply-to: Jennifer Hradecky <jennifer4babygirls@yahoo.com>
  to: "disputes@wynco.bbb.org" <disputes@wynco.bbb.org>
  date: Apr 30, 2024, 4:39 PM
  subject: Complaint id 21643403
  
  "1_Complainant_01May2024"
  
  
  
  from: 'Jennifer Hradecky' via Dispute Resolution <disputes@wynco.bbb.org>
  reply-to: Jennifer Hradecky <jennifer4babygirls@yahoo.com>
  to: Better Business Bureau <disputes@wynco.bbb.org>
  date: Apr 30, 2024, 5:25 PM
  subject: Complaint id 21643403
  
  Also, i never went to Hyundai as he says in this voicemail and made comments.
  
  "Snapchat-291371776"
  
  

  Business response

  05/01/2024

  Thank you again for the opportunity to reply.

  In final response to this complaint, we would like to reiterate that we did communicate with the customer while her vehicle was in our possession, we provided her with alternate transportation, we did provide her with all requested documents and contact information for various managers, we offered to assist her with the payment of her deductible for the insurance claim and we followed all necessary protocols once it was discovered that her vehicle had been stolen.

  Unfortunately, the vehicle has not been recovered from the second theft, and therefore, there is nothing further we can offer. The customer will need to work with her insurance company going forward in regards to this claim, and if/when the vehicle is recovered, she is welcome to take it to another repair facility to have any necessary repair work done. 

  Customer response

  05/01/2024

  Complaint: 21643403
  
  I am rejecting this response because: where is your proof of communication to me. Those emails was sent by me and no response, where is the proof that you told me take my vehicle else where and anything about my insurance, i do have a lager files with recored from when i went to your dealship and returned the loaner. And if you filed a police report, you should know the vehicle was found today in a bigger accident. You never paid any of my deductible, and now i have another claim with second theft as you should know it was a separate incident! And another thing i never delayed the work on any vehicle, the only time was from the day it was towed back to you as the insurance needed all pictures before proceeding to fix it. And Ray had said he ordered the parts on the 12th!
  
  Regards,
  Jennifer Hradecky
  
  
  
  from: 'Jennifer Hradecky' via Dispute Resolution <disputes@wynco.bbb.org>
  reply-to: Jennifer Hradecky <jennifer4babygirls@yahoo.com>
  to: Better Business Bureau <disputes@wynco.bbb.org>
  date: May 1, 2024, 7:05?PM
  subject: Complaint id 21643403
  
  Also, you say you have communication with me, where is the proof you tried to protect my vehicle from this second theft? Why was my vehicle not locked with the steering lock? 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For years I have been spammed via mailings to my place of business. I have called no less than 10 times to get off the mailing list and have been either told that "I have been taken off the list" or "they cannot find me in the system. I get at least one mailing a month along with cards asking to buy my vehicle back. I have not owned this vehicle since 2016-2017. I have received multiple mailings since 2016 and called on 4/7/2022, 6/10/2020, 8/8/2022, 9/13/2022, 10/11/2022, 12/12/2022, 1/9/2023 and asked to be removed from the mailings. I have called many more times but this is just when I started documenting when I made contact. I have called and asked to speak to Wesley Taber Jr on multiple occasions but nobody will allow me to speak to him. I feel like this is harassment at this point and I just want it to stop. If this does not stop, legal action may be taken.

  Business response

  06/13/2023

  from: 'Celynn McManus' via Dispute Resolution <disputes@wynco.bbb.org>
  reply-to: Celynn McManus <Celynn.McManus@hondaofgreeley.com>
  to: "disputes@wynco.bbb.org" <disputes@wynco.bbb.org>
  date: Jun 12, 2023, 11:28 AM
  subject: Case # 20091413
  
  Hello Mr. Andersen,
  
  We received a letter today regarding a complaint against our company for excessive mailings. Case# 20091413
  
  In response to the complaint:
  
  Thank you for the opportunity to respond. The Owner of the company has gotten involved in this complaint and is currently in process of having Ms. Peterson’s information removed from the mailer system in its entirety. Her information was removed quite some time ago from our in-house system, but unfortunately it appears it is still in the system of the third-party vendor we use for mailings and preferred customer offers. We sincerely apologize for the miscommunication and continued mailers/calls. This was unintentional but we understand the frustration it has caused Ms. Peterson. We will ensure this customer is removed from all future mailings/calls as quickly as possible. If she should have any further issues, I would request she call the Comptroller of the company at 970-330-3801.
  
  Thank you.  
  
  Respectfully,
  Celynn McManus
  Comptroller
  Honda of Greeley
  Hyundai of Greeley
  Family Owned and Operated for 25 Years
  p: 970-939-5391
  f: 970-506-2813
  cmcmanus@hondaofgreeley.com

  Customer response

  09/11/2023

  from: Lisa Peterson <emtlisa@gmail.com>
  to: disputes@wynco.bbb.org
  date: Sep 11, 2023, 2:32 PM
  subject: #20091413
  
  Good afternoon. I am still receiving mailings from Greeley Hyundai. I was just delivered this today. I don't know where to go from here...
  Thank you

  Business response

  09/12/2023

  Hello Lisa,

  I opened the attachment and it has all of the mailings you had received prior to your initial complaint. Is there a current one? The most recent one I see is dated 3/06/23. I would like to get a copy of the one you just received so I can figure out why the mailings have not discontinued. I am truly very sorry this is happening, we have contacted our advertising company and they assured us that the address on file for you was removed. If they are still coming, I obviously need to contact them again and will absolutely do so, but with a copy of what you just received would make my case much stronger. 

  I apologize for this issue, I promise I am working to correct this. Thank you, I look forward to your response. 

  Celynn McManus

  Controller

   

  Customer response

  09/12/2023

  This one is dated for September and just received at my work yesterday

   

  Business response

  09/12/2023

  Hello Lisa,
  I have attached to this response the PDF that is coming through to me in this BBB portal, because I am not sure if it is the correct PDF you are trying to send.
  What I am receiving is copies of all of the letters you had received prior to your initial complaint. I see the very first page is dated for September, but it from 2022. With the most recent communication being 3/6/23. 
  We did remove your information from the advertising company since then and they have assured us it is removed. The address removed is the one on 3rd Ave in Greeley. Is there a second address where you are also receiving communication? 
  If you received a letter in this last week dated September of 2023, can you please send me that one? 
  My work email address is celynn.mcmanus@hondaofgreeley.com and you are welcome to send correspondence (copy of the letter) there as well. 
  Thank you kindly,
  Celynn McManus 
  
  
  
  from: 'Celynn McManus' via Dispute Resolution <disputes@wynco.bbb.org>
  reply-to: Celynn McManus <Celynn.McManus@hondaofgreeley.com>
  to: Better Business Bureau <disputes@wynco.bbb.org>
  date: Sep 12, 2023, 12:35?PM
  subject: Re: You have a New Message from BBB Regarding Complaint #20091413
  
  Hello,
  I just responded to the complaint below because I was not receiving the proper PDF that the customer was trying to send me, but I actually just found it in a different area of the portal and was able to view it. 
  I can no longer respond but was wondering if you are able to tell the customer that I did get it and I am working on it. I do not understand why she received this letter since she was removed from our system, so I am digging into it!! I am very sorry for all of the back and forth. 
  Thank you. 
  Respectfully,
  Celynn McManus
  Controller
  Honda of Greeley/Hyundai of Greeley
  Family Owned and Operated for over 25 Years
  p: 970-939-5391
  f: 970-506-2813
  celynn.mcmanus@hondaofgreeley.com
  celynn.mcmanus@hyundaiofgreeley.com 

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