Hyundai of Plymouth complaints

The customer had their vehicle brought to the dealership due to an engine failure. The vehicle is well beyond the 10 year 100,000 mile warranty provided by Hyundai Motors of America (HMA) but there are extenuating circumstances where Hyundai will provide some additional coverage for customers depending on the circumstances. The dealership's service department was in the process of following Hyundai's procedures for this type of repair to assist Hyundai with the determination on the extended coverage. Since dealership personnel have no authority to approve or reject a warranty claim under these circumstances, we could only provide the customer with the information that we receive from Hyundai regarding the eligibility of the warranty repair when we are updated by Hyundai. Understanding that the process does take an extended time, this can lead to customer frustration but I must state again that this is a good will program being provided by the manufacturer. Until a claim is authorized, the dealership is unable to provide the customer with a loaner vehicle, as those are reserved for customers that have approved warranty claims. Our staff members calmly explained this process to the customer, however the customer was not satisfied with the explanation of the situation. In the end, the customer became verbally abusive to our service staff members, to the point where the General Manager stepped in the address the customer's concerns. The customer continued to be verbally abusive to the General Manager to the point that we were no longer willing to continue with the repair process on the customer's vehicle. We understand that being without a vehicle can be stressful and we have empathy for the customers that have to face this situation, however it is not ever acceptable to verbally abuse another person. Our staff attempted to calmly communicate with the customer, which in this case the customer was not willing to reciprocate. Therefore, we requested that the customer remove their vehicle from our facility to seek repairs at another Hyundai authorized repair facility. The health and safety of our staff is more important than any one customer, therefore we determined that the customer would be better served by another facility. The customer removed their vehicle from our facility and brought this situation to a close.

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In response to the customer's rebuttal, the only reason we asked the customer to remove his vehicle from the dealership was the disrespect that he showed towards our staff. We understood the customer's request to speed the process along and I am sure that the next dealership benefited from all of the work that we put into having the repair approved. If the customer did not unreasonably demand replacement transportation and expect that we could just order him an engine without approval from Hyundai, is simply ridiculous. What this customer needs to understand is that business's today value their staff as much as they value their customer base. We will not tolerate customers abusing our staff and we elected not to continue to serve this customer because of his actions. He should probably reflect on his interactions with our staff so that in the future he does not encounter a similar situation where the business elects to not to continue with him. Afterall, business's need customers and at the same time customer's need business's to provide them the goods and services that they need. The relationship must be mutually beneficial for both parties.

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