I leased a 2019 Kona EV in the Summer of 2019 and so far I am growing increasingly frustrated with the lack of communication on the buyback process from the Sedgewick team. I am quickly souring on the idea of leasing an Ioniq 5 next year. Things started well enough and Hyundai Consumer Affairs seemed very responsive to my concerns. I haven't received any signs of momentum in nearly 4 weeks since the Auto Solutions Team at Sedgewick took over.
4/20: Reached out to Hyundai Consumer Affairs (USA)
4/21: Received email response stating someone would be in touch with me in 3-5 business days
4/27: Received call from Hyundai Consumer Affairs Representative who almost immediately offered a buyback
4/27: Received buyback offer letter just after talking with representative. Said letter explained that I would hear from the Auto Solutions Team at Sedgewick within 5-10 business days and that I should have a copy lease/sales agreement, a payoff quote from the leinholder, a copy of my registration, and a copy of all payments made
5/7: Received email from Sedgewick notifying me that I should send over the paperwork (which I did right away). From that point they told me to expect to receive my buyback offer within 7-10 business days (5/19-5/21)
5/20: Emailed Sedgewick to ask if I should expect to receive the buyback by the following day (10 business days from date I sent over paperwork)
5/20: Received a response stating that even though I sent the payoff as requested, Hyundai Finance payoffs must be received from Hyundai directly and Hyundai just sent this to them earlier in the day (9 business days after I sent other paperwork). At this point I was told the buyback offer calculation would take up to an additional 3 business days (no later than 5/25) and then it goes to Hyundai for final approval and back to me for approval. The rep also mentioned that my lease contract was not fully legible in all fields which was concerning since my car was broken into last year and one of the things they took was this paperwork - all we have to go off of is the dealer provided copy of the contract which is very faint.
5/25: Reached out in the afternoon to verify if the calculation was completed and sent to Hyundai for approval
5/25: Received a response stating they were still working on it (asked if the contract was causing delays - received no clarification/response)
5/27: Emailed asking for an update
5/27: Received response stating "as soon as we know anything new on your case we will let you know" with no clarification that the calculation was completed or where things stand (at this point I just resign myself to waiting until after the holiday weekend)
6/1: Called and emailed again and the 2 people I had been working with were both on vacation and were due to return today, 6/2
6/2: Called again and only get voicemail.
6/2: Received email response stating they have submitted the calculations to Hyundai for approval and once they have the buyback offer they will send to me (no clue when this will be, but they did say they are processing many offers and have to do them in the order they are received so I guess I need to be more patient)
I have to say, we really don't have the best luck when it comes to cars. We also bought a 2019 Bolt and while GM was slow in the beginning they were clear with communication and once we got our buyback offer we were able to turn in the car within 3 days (the total process took just under 6 weeks).
