Matt Franceschini | Page 55

Lithia Hyundai of Reno responded

Larry, Thank you for taking the time to leave us this amazing review! Your total satisfaction throughout the entire purchase and ownership period is very important to us. Chris and the entire sales team work extremely hard to deliver a 5 star experience in hopes of forging a lasting relationship, and from the sounds of your experience we're off to a good start. Thank you again for choosing Lithia Hyundai of Reno! Be sure to follow/like us on Facebook and Twitter to stay connected with special events and service deals. Sincerely, Dylan Clunie General Manager Lithia Hyundai of Reno

Lithia Hyundai of Reno responded

Karen, Thank you for your recommendation and for taking the time to share your experience! We are thrilled to hear that Richard provided you with a friendly, professional and attentive buying experience. Richard, Matt and the entire sales/service team work extremely hard to deliver a 5 star experience in hopes of forging a lasting relationship, so we look forward to caring for you and your Ioniq for the years to come. With that said, congratulations on your purchase and welcome to the Lithia Family. Be sure to like/follow us on Facebook and Twitter to catch all the latest news and specials! Drive safe and thank you again. Sincerely, Dylan Clunie General Manager Lithia Hyundai of Reno

Lithia Hyundai of Reno responded

TStrickland, Thank you so much for your glowing review! We are so happy to hear that Matt, Joe, Cody and David provided you with a hassle-free car-buying experience. We feel strongly that it’s important for our customers to hear firsthand from other customers about their positive experience, so thank you for sharing it with us. Be sure to follow/like us on Facebook and Twitter to stay connected with special events and service deals. And be sure to let your friends know where you found your new ride. Thanks again for your business and kind words. Sincerely, Dylan Clunie General Managersd Lithia Hyundai of Reno

Lithia Hyundai of Reno responded

GN, Obviously we are sorry you feel this way. It’s certainly not the goal of our dealership to have a customer dissatisfied with their service experience. For the record, intermittent electrical problems are not only a huge source of frustration for our customers; these problems are also a major source of frustration for the dealer as well. And sometimes, these seemingly innocuous events have the potential to create a “Catch 22” situation for the dealership, unless we err on the side of caution. We have a great group of service advisors and technicians whose job can be very demanding when working with intermittent problems and limited information. Your comments in this review over-simplify the events of that day and are in direct conflict with statements you made to service personnel when dropping your vehicle off. Your original complaint stated; “vehicle will not start at times after sitting for about four hours or more.” And, “no lights come on; start/stop button has no lights.” At face value these complaints do not immediately indicate a battery problem in a remote. When you and the service advisor walked out to your vehicle, not only did the remote work from 30 feet away, but the service advisor also held the fob outside the window at arm’s-length, and the internal ignition antenna still read “key present.” And of course when he pressed the start/stop button, your car started. When the service department is presented with obvious weak remote batteries the “key not detected” light flashes, and starting the vehicle literally requires the driver to press the start/stop button with the remote in order for the car to start. And of course, this was not the case with your car; your remote worked from 30 feet away and it started with the key being held outside of the car. For those reasons and your stated complaint, it was determined the prudent thing to do is dig a little deeper. And herein lays the catch 22 for the dealership and the service department. If we had assumed it was the battery in the remote and not checked any other electrical systems, we could have very well sent you on your way only to discover the weak remote battery masked a bigger issue with the electrical system. And given your original complaint with the intermittent problems, had that happened, you’d likely be right back here saying how irresponsible it was for us to assume it was a battery in a remote, and how you could have been stranded on the side of the road in the middle of nowhere in a snow storm. As I said earlier, we prefer to err on the side of caution. We would rather run the risk of this kind of review and sentiment, than you being stranded somewhere in harm’s way. You may not think so, but we truly value our customers above all, and we are not going to leverage our sterling reputation for $130. Our goal is to keep our business relationship strong with you and every one of our customers. If you ever find your way back to our dealership I’ll make you this deal. When you need a set of tires not only will I give you a great deal, I’ll also apply a $130 credit to make amends. Your business is very important to us, we would like to regain your trust and have you as our loyal customer for many years to come. I can be reached at the dealership the next time you stop in, or at the email address below. Respectfully yours, Bill Midtgard Fixed Operations Manager Lithia Hyundai of Reno BMidtgard@lithia.com