Dylan Clunie | Page 2

Lithia Hyundai of Reno responded

It's always a pleasure to assist you, Sandy! See you next time at Lithia Hyundai of Reno!

Lithia Hyundai of Reno responded

We know Lance will appreciate this review! Thanks for taking the time to leave us five stars!

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

Hi Larry, thank you for your business and for taking the time to let us know how we are doing. I’m sorry to hear you felt pressured during the sales experience, as it’s always our hope that you feel motivated by your desire for the product, not pressure from the sales staff. If there was anything specifically you would like to discuss, I can be reached at 775-682-3352 or SRobert@lithia.com. Thank you again, Scott Robert Customer Relations Manager

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

We love to hear that! Thanks for choosing Lithia Hyundai of Reno for your automotive needs!

Lithia Hyundai of Reno responded

Thank you so much for sharing your wonderful experience with us! We're always happy to help at Lithia Hyundai of Reno!

Lithia Hyundai of Reno responded

Thanks for your feedback, Bob! We're glad to hear your experience was professional and helpful. See you again soon!

Lithia Hyundai of Reno responded

That means so much to us! Thanks for being a valued customer here at Lithia Hyundai of Reno. It's always a pleasure to assist you!

Lithia Hyundai of Reno responded

Thank you so much for the kind words! We are dedicated to making our customers' experience at Lithia Hyundai of Reno the best it can be so you truly are a part of the family!