Lithia Hyundai of Reno

Lithia Hyundai of Reno responded

We love to hear that, Mike! Thanks for choosing Lithia Hyundai of Reno for your service needs!

Lithia Hyundai of Reno responded

We're glad we could help! Thanks for choosing Lithia Hyundai of Reno for your automotive needs and we look forward to many more visits in the future!

Lithia Hyundai of Reno responded

We're thrilled to hear that! Making sure our valued customers like you feel comfortable and get the best deal is our top priority. Thanks for stopping by Lithia Hyundai of Reno!

Lithia Hyundai of Reno responded

"Refused" and "Stealership" are poor characterizations of the facts. Fact, when a vehicle is presented to our service department with a blown motor and physical damage to the oil pan, we are required to document the damage when submitting the claim to the factory. Failing to report, or obfuscating physical damage can result in the reversal of a filed claim and the dealership can be charged back the replacement cost of an engine. This is not our requirement, this is the factory's requirement. Sometimes the factory reviews the photos and description and makes the determination the damage is unrelated to the problem and they approve the claim, and sometimes they don't... but either way they decide, both pathways are completely out of our control. That said, if the dealership you subsequently took your vehicle to processed the claim without documenting the damage, that will be THEIR problem when the factory audits the claim history and discovers the claim was denied at another dealership due to physical damage. And since each dealer is required to inventory the blown motor for months after the claim is closed, Hyundai can demand the engine be shipped back to the factory so they don't have to rely on photos during the audit process. When you and I were discussing your dilemma on the phone the subject of physical damage never came up, so perhaps you didn't know. But had you known and shared this with me, I would have never recommended bringing the vehicle down for inspection. And as far as the damaged bumper goes, I was unaware of any damage to your vehicle, but if the damage was the result of our staff helping you get your car back onto your own personal trailer... we should have declined to help you as the process is inherently risky... as you experienced. We don't mind being held accountable when we make mistakes, it's usually an opportunity for us to grow... but we're not going to jeopardize our relationship with the factory over a damaged blown motor, sorry. Respectfully yours, SCOTT ROBERT |CUSTOMER RELATIONS MANAGER |LITHIA HYUNDAI OF RENO Phone: [775] 682-3352 | Fax: [775] 682-3352 | Email: SRobert@Lithia.com  Address: 2620 Kietzke Lane Reno Nevada 89502

Lithia Hyundai of Reno responded

Hello, we apologize for the confusion as our team aims to properly diagnose the issue the first time. When referring to right and left sides of our customers' vehicles we should always reference “driver side” or “passenger side" to avoid this confusion. We will share this experience with the team and remind everyone to use more descriptive terms. If there was anything else that contributed to the low score and you would like to discuss it, I can be reached below. Thank you again for taking a moment from your busy day to let us know how we are doing. Regards, Andrea McGiffin Customer Relations Manager andreamcgiffin@lithia.com 775-682-3368

Lithia Hyundai of Reno responded

The Lithia Hyundai of Reno team is happy to get you back on the road in no time! Thanks for trusting us with your vehicle's care, Holly!

Lithia Hyundai of Reno responded

It was our pleasure to help you find the right vehicle at Lithia Hyundai of Reno! Thanks for the wonderful review and we'll see you next time!

Lithia Hyundai of Reno responded

Hello, I am troubled that one of our customers would leave our facility feeling that they weren't valued. So that we may spare you those feelings in the future, would you please use the email address below and share with me the adjustments you think will ensure that you and all of our customers feel a genuine sense of worth with us? Your input is and will always be welcomed and genuinely appreciated. Thank you again for the opportunity to serve you, and we look forward to seeing and servicing you in the future. Stay safe, Scott Robert Customer Relations Manager 775-682-3352 scottrobert@lithia.com

Lithia Hyundai of Reno responded

Mr. DSouza, we were more than happy to negotiate to a price that we could both agree on. As far as the contact goes, we always strive to return messages as soon as possible. I only see four inbound calls from your number, all from the day you purchased your vehicle. I see a couple of text messages that went unanswered, and for that you have my sincerest apology. If there was anything else that contributed to the low score I can be reached below. Thank you for your business. Andrea McGiffin Customer Relations Manager 775-682-3368 andreamcgiffin@lithia.com

ldsouza responded

The issue I had about price was the reason I’d come into the store was the online advertised price, but the sticker price once I came in was almost 5500$ more. I can understand there being differences in online pricing and in store pricing but I was told that the online price was the weekend special price and was not available on the day after that is Monday I came in. Even though the website still showed the lower price, and it was a whole ordeal to have the dealership actually honor the online advertised price. The financing guys had me sign on for the extended warranty and gap insurance, which I decided on review that I did not want and came by to have it cancelled when I was tried to be gaslit that it was cheaper for me to have both of them on there even though my monthly payment was 100$ more. Now later I found out that apparently the high desert package which is supposed to be standard with all your vehicles was cancelled when I canceled the other packages, even though it was part of the price negotiation, and had not signed any paperwork for it at all, which basically means that it was not given to me with the original purchase of the vehicle in the first place. When I attempted to have it chalked down to a miscommunication and have it added on to the vehicle as originally promised, I was told that I would have to pay the full price for the package if I wanted it. Again no paperwork was signed about the package before I cancelled the extended warranty and gap insurance so I was not given the package at all. I tried contacting someone named Rachel and left a voicemail regarding a registration issue that I had and left a voicemail after attempting to call and speak to her multiple times, but did not receive a call back at all. So there were multiple issues with my purchase, which was very disappointing since the car itself I am very happy with.

Lithia Hyundai of Reno responded

It was a pleasure to assist you at Lithia Hyundai of Reno! Thanks for trusting us with your vehicle's repairs!