Larry Farrell | Page 2

Lithia Hyundai of Reno responded

We're here to help, Samantha! The team is happy to provide quick and easy service at Lithia Hyundai of Reno!

Lithia Hyundai of Reno responded

We're happy to answer any and all questions and concerns. Your satisfaction is our goal at Lithia Hyundai of Reno!

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

"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

Ms. Gray, on behalf of Ryan and the rest of the sales team you have our sincerest apology for the less than stellar experience. We appreciate your willingness to work with us as we sort out your issues with the heater and get your car re-detailed. Thank you for your patience and we look forward to getting this wrapped up for you. Respectfully yours, Scott Robert Customer Relations Manager 775-682-3352 scottrobert@lithia.com

Lithia Hyundai of Reno responded

We truly appreciate your loyalty! Thanks for trusting us at Lithia Hyundai of Reno with your automotive needs over the years. See you next time!

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! The team is always happy to work with you at Lithia Hyundai of Reno to get the best possible deals. See you next time!

Lithia Hyundai of Reno responded

Hi June, thank you for this kind feedback. Our service team looks forward to your upcoming appointment here at Lithia Hyundai of Reno.

Lithia Hyundai of Reno responded

Thanks for the great review! It's our pleasure to assist you at Lithia Hyundai of Reno. See you again soon!