Jeremy Olsen | Page 16

Lithia Hyundai of Reno responded

That's what we like to hear! Thanks for the five-star review and being a valued customer at Lithia Hyundai of Reno!

Lithia Hyundai of Reno responded

That's what we like to hear! Thanks for the five-star review and being a valued customer at Lithia Hyundai of Reno!

Lithia Hyundai of Reno responded

Hello, we love that you love visiting us Lakisha! Our team looks forward to seeing you again soon, take care!

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'll be sure to pass this along to Lance! Thanks for taking the time to give Lithia Hyundai of Reno a five-star review!

Lithia Hyundai of Reno responded

Thanks for choosing Lithia Hyundai of Reno! We're always happy to help!

Lithia Hyundai of Reno responded

We appreciate the high rating nonetheless! Thanks for taking the time to share your feedback with us at Lithia Hyundai of Reno!

Lithia Hyundai of Reno responded

Hi Jayson, please accept our humble apology for your less-than-stellar experience in the service department. I reached out by phone to apologize but didn’t get you, hopefully I hear back from you soon. This experience is not representative of our high standards of customer service and I would like to know more so we can share a teachable moment in our next meeting. Please give me a call at the number below when convenient, thank you. Scott Robert 775-682-3352 Customer Relations Manager

Lithia Hyundai of Reno responded

Hello, I’m very sorry to hear that your vehicle isn’t running properly after its service. Please contact me at the number below when convenient so I can learn more and make things right, thanks. Andrea McGiffin 775-682-3368 Customer Relations Manager

Lithia Hyundai of Reno responded

It was our pleasure to assist you here at Lithia Hyundai of Reno, Kim! Thanks for the wonderful review and if you need anything else in the future, you're always welcome!