LN Hyundai Management

Request for Resolution – Service Experience and Concerns Regarding Warranty and Communication *Read Yelp reviews* Dear Mr. Newton Lim, I hope this message finds you well. I’m reaching out in the ho Regarding Warranty and Communication *Read Yelp reviews* Dear Mr. Newton Lim, I hope this message finds you well. I’m reaching out in the hopes of resolving an unfortunate experience I’ve had with your dealership’s service department. I believe in giving you the opportunity to correct issues before escalating further with my close contacts at Hyundai corporate and beyond. I’m confident that you would want to be made aware of what has transpired. I recently brought my 2023 Hyundai Tucson—still under warranty—to your dealership for AC issues and other concerns. Unfortunately, the experience left me with unresolved problems and concerns that need your personal attention. 1. Concern Over Violation of California Privacy Law Your service representative, Brandon, recorded our phone conversation without informing me or receiving my consent. As you may know, California is a two-party consent state (California Penal Code § 632), and recording a confidential conversation without consent from all parties is prohibited. When I asked his manager, Mr. Tim Bright, about this, he said Brandon had obtained my consent, which is simply not accurate. I asked to review the recording if that were the case, but my request was denied. If you believe this was a misunderstanding, please clarify and resolve this appropriately. 2. Unresolved Warranty Repairs I’ve brought the vehicle in for service, but the AC issue—despite being covered under warranty—remains unrepaired. I was not informed in advance that no repairs had been made when I was called to pick up the car. Instead, I only discovered after returning home that none of the issues had been addressed, even though I had made them clear at drop-off. To accommodate the service visits, I incurred expenses for rental cars and Uber rides, thinking the problem would be resolved during that time. Unfortunately, the issue remains unresolved, and I am still without a working AC, which is particularly concerning with a baby in the car during the summer heat. 3. Refusal to Accept the Vehicle for Future Service Mr. Bright informed me that I would not be allowed to bring the vehicle back to your dealership, despite it being covered under Hyundai’s warranty. This came as a surprise, and I’m not sure it aligns with the spirit of Hyundai’s customer care or warranty policy. I’d like to believe your dealership would continue to support a customer under warranty and that this can be revisited. 4. Communication Gaps During Diagnosis Had a technician contacted me directly during the service appointment, I could have clarified the symptoms of the AC issue more precisely. Instead, I was told that if the issue couldn’t be quickly identified, the car would be returned the next day without resolution. I completely understand scheduling limitations, but I was hoping for a bit more collaboration to get the issue fully diagnosed. Additionally, I left voicemails for Brandon—both before and after the visit—and unfortunately, none of them were returned. This made the situation more difficult to navigate and contributed to the breakdown in communication. 5. Difficulty in Escalating and Obtaining Ownership Contact When I asked for your contact information in order to escalate my concerns respectfully, the request was declined. That’s why I’m reaching out now in this format—hoping to give you the opportunity to be aware of what happened and step in directly. What I’m Hoping For: Bring my vehicle back for proper diagnosis and repair of the AC issue. Reimbursement of rental and Uber expenses related to this ongoing problem. Clarification and, if necessary, resolution of the call recording matter. Reassurance that I can continue receiving warranty service through your dealership. More

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