Hyundai Motor Finance HMFUSA Horrible Customer Service, without car for three months Fountain Valley California

To whom it may concern (probably no one at your company),

Three months ago, we made our first call to Hyundai to obtain the title for my vehicle so that we could get tags for the state of Maryland, coming from Virginia.  As we were told on the phone, this can be a lengthy process because of how slow the DMV’s are.  What has resulted has been a customer service experience from hell.  On October the 4^th, the Maryland DMV sent a letter to Hyundai, requesting the title.  Hyundai received this letter via fax on the 5^th.  But instead of processing this over to Virginia on the 5^th, they instead held onto it until the 14^th, for reasons unbeknown to anyone.  After finally sending it off, Virginia sent a copy of the title the very next day.  Response time?  Maryland DMV – 1 day; Virginia DMV – 1 day; Hyundai – 10 days.  You would think that at this point, three months later, I’d have my tags now.  But no, that is not the case. 

Here I sit, about to enter the new year, with no car to drive.  My tags have long since expired, my Sirius XM radio sits unused for the past three months.  After complaining to the first manager.  I called back the second day and dealt with a lady.  This second manager was much better to deal with, but still nothing was accomplished.  She was the first to realize that Maryland and Virginia did their jobs and that Hyundai sat on the paperwork.  She said to call back in a few days to find out more.  I called back the very next day and spoke with a male manager.  Again, trying to help, but nothing helpful.  This third manager, assured me that he would personally contact the title company to find out where it is and to send it over immediately.  This was over a month ago and I have not heard back from him.  I did try to call him back once, but got a voice mail and then no reply.  After this I called back and instead had to deal with another male manager was the most ignorant, rude, arrogant individual I’ve ever had to deal with.  His attitude towards me was one of contempt which ended with him hanging up on me.  I don’t know who trains your managers, but they are doing a poor job of it.  These three individuals drew out a process which should have been over by now. 

And now the month of December has passed, and not one word has been said.  We still wait for the title; I continue to make my payments on a car that I can’t use and I’ve come to the realization that the only way to make this right is to ensure that my family never purchases a Hyundai again.  Now for a company that makes so many billions of dollars a year, this may not seem much coming from one individual.  But let me lead you across my family tree, and only my immediate family where I have the most influence. 

This is our second Hyundai vehicle.  My wife and I currently own 2 cars, and based on our current salary, we can expect to purchase a new car every three to four years, of the mid to high end business luxury variety, for the next 50 years.  That ends up being around 34 new cars.  My parents are currently on their second Sante Fe, the first one recommended by us as we had a Sante Fe 5 years ago.  They are 50 years old and can expect to purchase a new car for each of them every three to four years for the next 30 years.  That ends up being 20 new cars.   My brother owns a Hyundai Elantra, talked into it by me after seeing mine at a lunch.  He is 30 years old and can expect to buy a new car every 3-4 years, for he and his wife.  This works out to around 34 new cars.  My three sisters are all between 18 and 20 years old.  They currently have 60 years of driving ahead of them.  Each of them will probably purchase around 20 new cars throughout their lives.  That is 60 vehicles. 

I have talked to each of them about this horrendous experience and each has agreed that we will no longer purchase from Hyundai.  The free oil changes don’t make up for the poor customer service.  You can’t give me back the last three months of my life dealing with this.  You won’t give me back my subscription to Sirius, or my car payments.  There’s really little I can do, except ensure that no one in my family tree purchase a car from you again.

In my immediate family alone, I anticipate costing you $3,70,000 from 148 cars, valued at an average of $25k.  Did I mention that I have three daughters who rely on their father for advice?  My three daughters are 10, 9, 7.  When they reach driving age in a few years, and daddy is there to buy them their first car.  Can you guess which kind of car it won’t be?  Can you imagine my advice to them on a good car manufacturer?  I’ll point them towards Ford, Toyota, anyone at that point rather than your company.

When I go to purchase my first $30k vehicle in a few years?  I think I heard that a Lexus is nice, or maybe a BMW.  I wish I could look at the new Equus, or maybe a Genesis, but it appears that’s not going to be the case.  You don’t understand the frustration and pain you’ve caused me.  But I plan to write you every time someone in my family gets a new car.  I’ll also let you know every cousin, aunt, uncle, friend that I get a chance to talk to over the years about their vehicles.  Maybe they aren’t a Hyundai owner, but I can certainly ensure they won’t ever be in the future. 

I was your biggest advocate.  I talked my entire family into Hyundai’s, and how am I repaid?  Garbage.  You made me feel like garbage, something someone throws away when they have no more use for.  But that won’t be the case any longer.

You may get away with screwing me this one time, but I plan on making my presence felt down the line.  And all because of your poor customer service.  You should be ashamed of yourself.  It would take a grand gesture at this point to get you back in my good graces.  I don’t want to hear someone apologizing.  Words are wind, save your breath.

  As it stands now, I cannot get my tags until the 2^nd of January. On the 3^rd of January, I’m going to sell my Elantra and go buy a new car.  The dealer will trade in for my car and that will be the last dealing with Hyundai or Hyundai Motor Finance.  I look forward to a prompt response telling me how sorry you are, but with nothing to make up for my loss of time, frustration, sense of security, rage.  Shame on you.  Shame on your company.

Sincerely,

David Lee