Scott Robert

Lithia Hyundai of Reno responded

Hi Wendy, regarding the details you provided on Yelp, I’m so sorry that you felt misled when signing the financial documents. It’s our goal to make the process as transparent and communicative as possible so you know exactly what you are agreeing to. I’d like the opportunity to discuss this further with you so we can work to improve going forward. Please reach out to me below when you have a chance to talk, thanks. Scott Robert Customer Relations Manager 775-682-3352 scottrobert@lithia.com

Lithia Hyundai of Reno responded

We're so happy to hear that, Sam! Thanks for stopping by Lithia Hyundai of Reno and sharing your amazing experience with us!

Lithia Hyundai of Reno responded

Hi Bryce, I apologize for the inconvenience with your tire replacement. We strive to receive orders in a timely manner as to not keep you waiting. Please feel free to contact me below if you’d like to discuss your experience in further detail, thank you. Andrea McGiffin Customer Relations Manager 775-682-3368 andreamcgiffin@lithia.com

Lithia Hyundai of Reno responded

Thanks for the kind words and five stars, Gaby! Your staisfaction is our top priority at Lithia Hyundai of Reno!

Lithia Hyundai of Reno responded

Randi, Given the record amount of snow-fall we've received this year it's not uncommon for under-vehicle trim pieces and fender liners to turn up missing. What is uncommon though is for a customer to notice it missing after an oil change, not say anything to anyone in the service department, and then wait for a 1 star review a month later to mention it. However, you will be relieved to know that we reviewed the walkaround video of your vehicle as it was presented for service back in February and it appears the inner fender liner was in-fact missing prior to the vehicle being pulled into service. If you would like a quote to replace it, please feel free to give your service advisor a call at 775-823-5510. Thank you again for your business, and best wishes for a blessed rest of 2023. Regards, Scott Robert Customer Relations Manager 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

We appreciate that! Thanks for being a wonderful part of the Lithia Hyundai of Reno family!

Lithia Hyundai of Reno responded

We really appreciate that! Thanks for being a valued customer here at Lithia Hyundai of Reno!

Lithia Hyundai of Reno responded

Thank you so much for the wonderful review! The team takes pride in making sure every visit is quick, easy, and all about the customer's wants. We hope to see you again in the future at Lithia Hyundai of Reno!

Lithia Hyundai of Reno responded

Thanks for the wonderful review, Jody! We're thrilled to hear David was knowledgeable and personable throughout your visit. Enjoy the new car and we'll see you next time at Lithia Hyundai of Reno!