life: bk garden apt

6/30/11

Hyundai, there are ANTS in my car!

June 2011

6/11: Purchased vehicle from Towne Hyundai in Denville, NJ – note, lot is surrounded by trees and grass. Returned late in the evening and parked car in driveway. Went to bed.
6/12: Went outside to check out my new purchase, took photos posted to Facebook. I noticed then there were 1-2 ants on the exterior of the vehicle. I dismissed this occurrence to the heat and the car being white, and the ants more noticeable. Over the course of the next week I notice the ever presence of ants on the exterior.
6/17: Return from work, air out the car and notice ant on dashboard.
6/18: Driving to Staten Island I see 1-2 ants in the interior of the vehicle, and like anyone with an aversion to insects freak out and attempt to kill them (smack down on the dash). Not the smartest thing to do while driving on the bridge but I pulled over when I could to inspect the Santa Fe. More ants, not your garden variety type, but large sized carpenter ants (see below).

Carpenter Ants

Similar to those found in my car.

6/19: Email sent to dealer first thing (they are closed on Sundays, and no redirection on VM). Went to Home Depot to get ant killing supplies, returned home to spray driveway and surrounding areas as a precaution—but no ants are apparent in the garden or surrounding areas. This leads me to believe that the nest was in the vehicle when I purchased it; I can’t imagine that the ants nested and reproduced a colony in the 24 hours it was in my driveway.
6/19: Received email response from my sales contact instructing me to contact him on Monday afternoon. I took photos and sent a link ahead of time: https://picasaweb.google.com/apreziotti/Ants?authkey=Gv1sRgCMP2lePSrb6Bbw&feat=directlink
6/20: Spoke with Sean Cullen/Towne Hyundai in early afternoon and inquired about my options and how the dealership would assist with the insect problem. I definitely did not have his undivided attention, Sean said he asked his service manager and neither of them had heard of such a thing. They suggested fumigation but did not recommend it b/c of the odor effect: “if the car smells afterward you’re going to want to trade it in, and then it’s officially used and the trade in value is way less than what you paid…”. I asked Sean if there were any other options to consider, and he said he would get back to me. That was at 1:20pm EST 6/20.
6/20 - Reached out to AOL Autos /Autoblog editors for assistance; direct messaged @EdmundLive for advice
6/21 @1:30PM: (24 hours later) I call the dealership to follow-up:

Mr. Cullen is not available, he has the day off.
Marybeth Andrikinich is not available, she has the day off.
I ask to speak with the General Manager of the Dealership: Soloman Faizi, he is on vacation.
I ask for someone, whoever it is that might be covering for him while he is out, the head of sales etcetera. The receptionist connects me to another person (Jessica) who listens to my story, takes down my name and # and assures me that “Christopher” the sales manager in question will return my phone call upon his return.
It is now 3pm and I’ve received no response.

6/22 - Posted complaint/query to Facebook: Hyundai/Discover Hyundai pages :

6/22 - Tweeted to @Hyundai; @OrlandoHyundai
6/22, 9AM - Sent email to Mr. Cullen/Mary Beth requesting an update of the situation
6/22, 9:30AM - Submitted complaint to PR dept of HyundaiUSA through website: http://www.hyundaiusa.com/contact-us-thanks.aspx
6/22, 9:30AM - Submitted direct email to consumeraffairs@hmausa.com ||
(800) 633-5151 || Mon - Fri, 5:00 am - 6:00 pm PST
6/22,10:30AM - Received immediate response from Consumer Affairs via emai:

"Thank you for contacting Hyundai Motor America. We are sorry to learn of the ant concern you are experiencing in your brand new 2011 Hyundai Santa Fe and that you have not received contact from Towne Hyundai.

We have contacted Towne Hyundai and have spoken with Eddy Pagan, the Sales Manager, to address your concern. Eddy confirmed that the dealership will be more than happy to resolve this matter to your satisfaction. Eddy advised that the Service Department will be attempting to contact you today, June 22, 2011, to schedule an appointment for you to bring your Santa Fe to the dealership. Additionally, Towne Hyundai will be providing you with a loaner vehicle until this matter has been resolved.

We continually work with our dealerships to promote positive customer experiences in all aspects of dealership interactions. Again, we apologize that you did not receive contact from Towne Hyundai. We appreciate your feedback; the information you provided helps us to better understand our customers’ experiences and serves in the development of future dealership guidelines. We will be sure to bring this concern to the attention of Towne Hyundai's General Manager.

We would like to take this opportunity to thank you for the compliments you have shared with us about your Santa Fe. We are committed to producing quality vehicles with our customers in mind. Your satisfaction is our priority. We are confident that once this matter is resolved, you will enjoy your Santa Fe for many miles to come.

We have documented your complaint as Case # 4443349. Please reference your Case # if we can be of any additional assistance.

Thank you for contacting Hyundai Motor America."

6/22, 1PM - First correspondence, 48 hours later from Towne Hyundai dealership, response received from Mr. Cullen (4) hours after my email that day: "I appologize Andrea I was off yesterday so that is why you havn't heard back from me. I am waiting for my service manager to give me an update on a loaner vehicle for you. As of right now the next available loaner car that we have is July 7 or 8th... I'm trying to get you one sooner though. I appreciate your patience while I do what I can to help you. How are the traps working?"
6/23 - Submitted follow-up email to Consumer Affairs re: inconsistency in proposed timing.
6/23 - Received voicemail from Chris Short, service manager alerting of coordination to accommodate.
6/23 - Received direct response call from internet sales manager, Mr. Cullen; spoke in-person re: next steps to be taken by Towne Hyundai to resolve issue including removal of seats and sweep of carpet area.
6/23 - Called Towne Hyundai in response to Chris Short's message, left a VM
6/24 - Received correspondence from Consumer Affairs re: missed connection.
6/24, 3:15PM - Left 2nd VM message for Chris Short
6/24, 3:50PM - Received call back from Chris Short

(new development)There was a White Hyundai Santa Fe on the lot with ants on it that was supposed to have been sent to another dealer for inspection; unfortunately the person who identified it as such was not in the office the day they (may have) sold the car to me.
Chris/Hyundai has arranged for a Loaner Vehicle for the duration of the de-infestation, may take 2 days make take a few weeks.
The car will be gutted down to the frame and treated to remove the nest and any sign of the ants. Note: Ants do not come out of hiding when it is wet/humid, so they may have not appeared in recent days.
If the situation cannot be rectified they (Sales & Service) will work to locate another vehicle without any penalty to me.
instructions to drop-off Hyundai Santa Fe after 8AM on Saturday 6/25. Key to loaner will be located in Chris Short’s drawer.

6/24, 4:25PM - Posted grievance to my personal Facebook page.

https://www.facebook.com/preziotti1/posts/10150218939873853

6/25, 8AM - Drafted and sent follow-up email to Hyundai USA re: updated correspondence and new development/information as pertains to my case.

(new development)There was a White Hyundai Santa Fe on the lot with ants on it that was supposed to have been sent to another dealer for inspection; unfortunately the person who identified it as such was not in the office the day they (may have) sold the car to me.
Reasonable request made of Hyundai to provision me with a replacement vehicle.

6/25, 10AM - Dropped off Hyundai Santa Fe to Towne Hyundai; picked up loaner vehicle from CSR Brian Drake.

Requested that no installations/additional services be performed until ant infestation has been corrected.

6/25, 3PM - Received acknowledgement from Hyundai USA; assigned regional representative to investigate further.

“We have assigned your case to our regional office, which works closely with our dealerships. Our regional personnel will work with Towne Hyundai in order to address your concerns and request for a new vehicle. You can expect to be contacted by the Hyundai Customer Connect Center or the dealership within 3 business days with an update to your case.”
Andrea to reach out if no contact received by Wednesday, June 29th.

6/27, Monday - No contact from Towne Hyundai or Hyundai USA
6/28, Tuesday - No contact from Towne Hyundai or Hyundai USA
6/29, Wednesday - Received contact from Hyundai USA that request for a new car/trade-in has been denied, interesting that they told me they were "unable to buy back your 2011 Hyundai Sonata" that would be the make of the loaner not the car I own.

Responded with dissatisfaction and intent to submit complaint with the Better Business Bureau of NJ and consumer news outlets re: unimpressive Customer Service and vague refusal/updates to correct the situation.

6/29, PM - Submitted query for legal advice
6/30, AM - Submitted online query to Tom and Ray Magliozzi of Car Talk
6/30, 8AM - Submitted similar query to Quentin’s Friends
6/30, 8AM - Called Towne Hyundai, no answer and no way to access VM
6/30, 11:35AM - Called Towne Hyundai, asked to be transferred to Service Dept., disconnected
6/30, 11:38AM - Called Towne Hyundai again, all service managers were busy assisting other clients; transferred to VM for Chris Short to leave a message inquiring of a status update for my vehicle. Also requested that 7/2 service appointment for LoJack installation be cancelled until ant infestation resolved.
6/30, 12:07PM - Spoke with Chris Short of Service Center, Towne Hyundai:

Underneath the carpet and seats were a ton of ants all dead, we vaccumed and inspected the interior trim, vents, dashboard; a/c and heating system; filter and intake, found leaves, no foods, bound wood, evidence of creating a nest, trails of wood throughout the interior. nothing in the door panels, engine bay, a divet in the floor panel had a whole pile of ants. did not use spray and/or poison. We’ve inspected the car today and yesterday, and have not seen a live insect since.
When asked about other vehicle that exhibited ants did not write the VIN # down and the car has since disappeared, off to another dealership for inspection.
Even the mechanics had to be convinced, as they are “skiivy about insects/ants”
Recommendation to the sales team to not park their car on the hills, right now there are 20 or so trucks parked there, and its possible they parked on top of an ant hill.
Lojack and other has already been installed

6/30, 12:32PM - Called Towne Hyundai

Requested to speak with Mr. Cullen, he was unavailable
Asked to speak with another manager, transferred to Hector Colon. Explained that I would not be accepting the returned vehicle, and that the only acceptable response would be a brand new vehicle or a return for a full refund. He informed me that there was nothing that he could do and suggested I speak with the head of sales, Rob Mariana or Eddy Pagan.
I agreed that he should have either one return my call; I also instructed him to put this request in dispute.

6/30, 12:38PM - Called American Express to put a stop payment on my $3k deposit, opened case for investigation re: dissatisfied purchase due to ant infestation.
6/30, 1:02PM - Received call from Eddy Pagan to discuss current status of the situation. He suggests my SUV now clear of dead ants is in "perfect condition" and they have done all that they can to correct this matter.

I informed him that I honestly would not feel comfortable driving a car that had been infested with ants and did not find his answer acceptable. After all he had the easy job of removing all the dead ants because I killed them while the dealership neglected to return my phone calls. I informed that I had purchased a a new car b/c I wanted a clear and free driving experience, with no stress. This whole experience has been beyond stressful.
Mr. Pagan then responded with "I don't mean to be insympathetic to your needs, I've bought cars before working at a dealership and I totally understand your discomfort. The Santa Fe as far as I can tell is in excellent condition for use."
I reminded him of the lack of customer service provided during the incident and he "doesn't dispute" my feelings but that it was irrelevant now that the ants were dead and gone.
I then reiterated that I found all of this unacceptable, that I would not be accepting the returned vehicle, and that the only acceptable response would be a brand new vehicle or a return for a full refund.
I also mentioned that I would be reporting the dealership to the BBB and had consulted a lawyer on next steps; at which point he recommended that I speak to the GM of the dealership, and to which I gladly accepted to do so.
Eddy Pagan confirmed my contact information and then said that he would be in touch with the GM, Solomon Faizi and have him get back to me promptly.

6/30, 2:03PM - Received email from Chris Short with current "clean" images of the vehicle and an informal assessment of vehicle status.

Responded at 4:46PM with an email and VM request for a full written assessment of the work performed with your findings, documented by Towne Hyundai. If you would please send them via post (Mr. Cullen should have my information on file) as well as attached in an email. It would be most appreciated.

6/30, 2:05PM - Received VM from Chris Short alerting me that the "car has been put back together, complete with all accessories and the anti-theft installation module".

Note all of which I asked not be installed in the vehicle until a resolution had been reached.

6/30, 4:53PM - 4 hours later still no word from Solomon Faizi, GM.
6/30, 5:07PM - Received email from Chris Short alerting me that the vehicle was ready for pick up and that the invoice with detailed information about the service and installation would be available at that time: "When you pick up your car tonight there will be an invoice on our letter head noting what wasdone. the technicians and all the add on items we installed. It's probably what your looking for. If there is more we can do just let me know."

Responded with follow up email alerting him that I would not be picking up the said vehicle and reiterated request to send the file via/email and/or fax and post.

6/30, 5:27 - Received phone call from Eddy Pagan, he had spoken to the GM (funny I thought I was getting a personal phone call from Mr. Faizi not a relayed message) and that there was nothing left for them to do, that unfortunately "no car was available for me on the lot"(AP: so does that mean they considered giving me a new car and then realized they could not do so without available inventory?)

He then told me that my car had been reassembled and was ready for pick-up; that I would need to return the loaner car and retrieve my car in the morning (Friday 7/1). I said that was not possible and it was unacceptable to assume that I would be retrieving an imperfect car. He reiterated that the car was in perfect condition; and there was nothing more they could do.

I reminded him that the only reason there was nothing more to do was because I cured the car without their assistance, and now with no proof of "live ants" the vehicle in your eye is now "in perfect condition".

He told me that "I could not return a car because of unsatisfactory customer service" and I responded that in fact it was the unsatisfactory customer service that has placed us in this very predicament. If his team had followed up in a timely manner and had kept me abreast of the situation, had pushed harder to make my dissatisfaction a priority, I would not have had to do all the legwork that in fact was Towne Hyundai's responsibility. In all likelihood the ants occupied the car while on YOUR (THEIR) lot, and your service manager is in agreement. Mr. Pagan even then refused to take any responsibility that the ant infestation occurred on their premises.

At that moment I made a point of reminding Mr. Pagan that no one responded to my inquiry within the first 48 hours and that it took a formal complaint with Hyundai HQ to incite any kind of reaction; and more pointedly when I reported to Hyundai that I had not yet been contacted by Towne Hyundai they informed me that you, Mr. Pagan had been contacted (AP: I have proof of this in an email thread from Hyundai directly) and assured them of expediting contact. Contact of which took another 24 hours.

Mr. Pagan feigned knowing anything and then miraculously remembered Hyundai HQ reaching out, "then I got on it, and talked to Sean about the instance, and knew we had to take care of this ASAP."

(AP: ASAP? This is now 4 days after my initial contact with sales manager, Mr. Cullen; 4 days in which I had already attempted to combat the situation on my own; 4 days of distress and worry of what to do next; 4 days of consulting every one and their mother for advice on how something like this could happen to a BRAND NEW CAR.)

I hit the proverbial roof...I am not an angry person but I made a point to reiterate everything once more and state again that I would not be picking up the car, that there decision was unacceptable, that I would like to speak directly to the General Manager. Mr. Pagan hemmed and hawed, "Solomon is a busy man and runs 3 dealerships, I ran interference so that you would have an answer sooner rather than later"--(AP: Right so now that my situation is an inconvenience to you, because Chris Short in an email that came during this conversation stated "Please keep me informed as I have customers waiting for loaners and I need them urgently"; now you're choosing to expedite the situation.)

That's when I interrupted him in mid-sentence and informed him that moving forward I would not talk to anyone except the general manager, Solomon Faizi.

(AP: I won't lie, my temperature has exceeded its normal level and I'm taking a break from this saga today, right now as it were at 6:30PM on 6/30. And will pick it up again tomorrow, fair readers.)

6/30, 7:30PM - Received call from service director, Michael Alston about my dissatisfaction with the service provided. (AP: I had finally left work at the point, and had treated myself to a gelato from Amorino, the bliss of which disappeared after this call.)

I calmly asked him if he had the authority to grant me a new car or a full refund, and he said no. To which I calmly replied with a request to speak with whoever it was at Towne Hyundai, most certainly the GM, Solomon Faizi, who could.
(AP: I'm really amazed that in the first 4 days I received hardly any feedback and/or call backs re: the ants issue, and NOW that I'm loudly voicing my dissatisfaction everyone at Towne seems to have my phone #.)

July 2011

7/1, 7:00AM - Query submitted to FOX Shame on You! w/ Arnold Diaz
7/1, 7:05AM - Query submitted to Help Me Howard, WPIX
7/1, 7:10AM - Query submitted to 7 On Your Side
7/1, 8:30AM - News query submitted to Denville Reporter, Denville Rockaway This Week, Patch: Morris Township/Morris Plains
7/1, 9:15 AM - Check my VM at work, and wonder upon wonder Solomon Faizi, General Manager of Towne Hyundai has actually called and left a message (@8:02PM, Thursday 6/30) and has asked that I call him back. (AP: Which I will do this morning, so stay tuned.)
7/1, 11:07AM - Received inquiry response from editor of Patch: Morris County.
7/1, 11:15AM - Received call from Solomon Faizi, General Manager of Towne Hyundai, and we discussed the current situation and lack of communication from his dealership with regard to my ant infestation problem. He said that this was the first time he had heard of the ant infestation problem, as he has been on vacation. I told him that I have documented all communication or lack thereof on this blog; and he seemed unfazed by the "technicalities of documentation" that "dealing with a disgruntled client, in a civil manner" was his concern.

He asked why I had come out to NJ to buy my car and I candidly told him that Ms. Andrikanich sounded so genuine and that seemed to correspond with all the positive feedback I had read on Edmunds, Yelp, Dealerrate, etc. that I didn't mind driving long distance to purchase a car.
Mr. Faizi then asked me what I wanted, and I said that I wanted a replacement vehicle, a brand new 2011 Hyundai Santa Fe GLS AWD, which he has verbally agreed to give me
I asked for him to provide proof in writing to this agreement (AP: He was offended that I would not take him at his word, and would not agree to a written agreement. Given the current circumstances I don't know how he is more offended than I am.)
We agreed that I would go to the Towne Hyundai dealership in the morning, Saturday July 2nd, (3) weeks to the day of my original purchase where Mr. Pagan and Mr. Cullen would work on providing me with a brand new 2011 Hyundai Santa Fe GLS AWD, covering all necessary paperwork transitions, and fees with no penalty to me.

(AP: Truth be told, I am very nervous about not having a written commitment from Towne Hyundai--which as it were is an independently-owned dealer and does not fall under Hyundai Motor USA--or from Solomon Faizi. I am VERY HESITANT that this is an opportunity for a bait and switch--loaner vehicle for my existing vehicle--on their part and absolutely do not want to go by myself. Any volunteers?)

7/1, 11:34AM - Reached out to Towne Hyundai to speak with Mr. Pagan about coordinating for tomorrow's meeting to replace my ant infested vehicle. He was unavailable, I left a VM.

(AP: I will be calling back, every hour on the hour until I can get a written email confirmation from him about the verbal agreement to replace my vehicle tomorrow morning.)

7/1, 12:01 - Received DM from @EdmundsLive : "You can rate & write a review of Towne Hyundai on our site: http://ow.ly/5uTbX I'm passing this story to our editorial team"
7/1, 12:09 - Received call from Ms. Basso at "7 On Your Side" with interest in the story, was instructed to get a promise in writing, and reach out to her directly should Towne Hyundai refuse to uphold verbal agreement.
7/1, 12:48PM -Reached out to Towne Hyundai to speak with Mr. Pagan about coordinating for tomorrow's meeting as per my conversation with Solomon Faizi earlier today. Mr. Pagan informed me that Towne Hyundai currently does not have an adequate replacement vehicle available on the lot. He said that he would call Solomon, to alert him and get back to me.
7/1, 2:07PM - Followed up with Mr. Pagan of Towne Hyundai, he was not available; left a message.
7/1, 5:05PM - Followed up with Mr. Pagan of Towne Hyundai. He told me that he spoke with Mr. Faizi and alerted him that the vehicle in question was not available in Towne Hyundai's current inventory.

Mr. Pagan then told me that he was calling around to other Hyundai dealerships to locate a 2011 Hyundai Santa Fe GLS AWD to be brought to their dealership as a replacement vehicle.
I then informed/confirmed with Mr. Pagan that I would not be coming to the dealership tomorrow morning, and in turn keeping the loaner vehicle until a replacement had been located. Mr. Pagan agreed: "I did not expect you to come into the dealership without a confirmed replacement available."

Mr. Pagan assured me that he would continue to work on locating a replacement vehicle and that he would be in touch tomorrow by phone.

(AP: Signing off tonight, will report back in the morning, and then some until this is resolved. Thank you as always for your support and encouragement.)

7/2, 1:29PM - Called Towne Hyundai to connect with Eddy Pagan on status of locating a replacement vehicle for my 2011 Hyundai Santa Fe GLS AWD. He was not available, so I left a message asking him to call me back with any new information, and casually suggested my replacement vehicle not be white given recent luck. (AP: Silly perhaps, but I think we can all agree not entirely unreasonable given this whole situation.)
7/4, Submitted purchase experience survey to Hyundai

(AP: The weekend was quiet, with little to no contact from Towne Hyundai since Eddie/Eddy and I spoke on Friday. Will try for a written agreement of some sort, even if just an email confirming the conversation--speaking with Joe about that today--and hoping for an immediate resolution.)

7/5, 10:50AM - Placed call to Towne Hyundai to inquire on the status of my replacement vehicle; left message for Eddie/Eddy Pagan. Receptionist did note that Mr. Pagan normally does not arrive until 12pm.
7/5, 1:12PM - Placed follow-up call with Towne Hyundai to speak with Eddie/Eddy Pagan, about my replacement vehicle. The receptionist informed me that Mr. Pagan is out today; Katie redirected me to Chris ~~Talluk/Tulic~~ Tulloch who did not pick up my call.
7/5, 1:15PM - Called Towne Hyundai again, Katie placed me on hold while checking on Mr. Tulloch's availability--he was with another customer, took down my work # and said that he would return my phone call.
7/5, 1:24PM - Received VM from Christopher Tulloch, Internet Sales Manager with Towne Hyundai, who has been assigned to my case. Requested that I ring him back directly on his personal cell phone. (AP: I don't want to be too hopeful but a personal cell phone # is a good sign, no?)
7/5, 1:40PM - Returned call to Christopher Tulloch, Internet Sales Manager with Towne Hyundai:

He confirmed that he had been assigned to my situation last week and that after working with the ownership and corporate office, I had been approved for a replacement vehicle. Towne Hyundai had been in the process of locating dealerships within the area; and was required to get the "green light" from me before officially moving forward with the fulfillment process (which according to him would take "a couple of days").
He went so far as to assure that all legalities, including transfer of registration, and the installation of all optional accessories and anti-theft components would be taken care of at no cost to me. And then miraculously he even inquired if I had any color preferences.
Mr. Tulloch then said I should have received an email (text is excerpted below) from my original sales manager, Mr. Cullen, that would refer to this resolution. Mr. Tulloch then apologized for Mr. Cullen's previous lack of response as he had been directed by ownership to disengage until a resolution could be reached.

Dear Andrea XXX,

Hello Andrea... sorry I've been a little bit of a stranger but my ownership asked me to stay out of the situation until we could come up with a resolution that would be serve you. So obviously since you are getting an email from me we have come up with one. Christopher Tulloch left you a message a few minutes ago and left his cell phone number for you to call him at your convenience. I hope you had a great 4th of July and look forward to talking with you soon.

Respectfully, Sean Cullen
Received 7/5 @ 1:39PM

(AP: This all still seems unreal and until I have the physical vehicle in my possession, I will absolutely question the reality of the situation. I'm still in a fuzzy hazy shock, though when that clears I should probably let them know of my vacation plans, no?)

7/5, 2:22PM - Responded to Mr. Cullen's email reviewing what had transpired (excerpt below) and inquiring on next steps

I received Christopher's voicemail, and just spoke with him directly. He confirmed that I have been approved for a replacement vehicle, and I have given him the green light as it were to move forward with the replacement transfer.
We also discussed that all transition paperwork (registration, etc.) as well as accessories and LoJack installation would be transferred to the new vehicle at no cost /penalty to me.
I offered to alert GEICO of the transfer.
I then inquired of an estimated date for when the vehicle would be available.
(AP: Note that I did include Mr. Tulloch on the email string but his email bounced back.)

7/5, 2:43PM - Received confirmation from Hyundai for submission of my purchase review survey.

(AP: My favorite line: "Because customer satisfaction is our top priority, we have forwarded your suggestion regarding additional sales training to the personnel responsible for product and dealership training.")

7/5, 5:52PM - Received email from Mr. Cullen informing me that a replacement vehicle in my first choice configuration had been found: a brand new 2011 Hyundai Santa Fe GLS AWD Sonoran Red w/Beige Interior.

Mr. Cullen said that the car would be picked up on either Wednesday or Thursday, and he was still figuring out components and the LoJack installation.

7/5, 6:24PM - Responded to Mr. Cullen's email, inquired if personal effects in ant-infested car would be accessible to retrieve.

Also inquired if delivery date would be sometime next week.

7/5, 7:12PM - Received email from Mr. Cullen

All changes can be made when you pick up the (ant free) vehicle. I'll keep you in the loop regarding the best day and time to pick it up after the lo jack has been installed. Feel free to call me with any questions in the mean time.

7/6, 10:18AM - Reached out to Mr. Cullen re: delivery date of replacement vehicle.

For full transparency, I alerted Mr. Cullen of my vacation departure date and time.
He is going to try and arrange for the replacement vehicle to be ready for pick up by tomorrow evening.

7/7, 11:00PM - Success! I'm happy to report Towne Hyundai came through with a brand new Hyundai Santa Fe. The transition was quick and painless, I was able to retrieve my personal belongings from the previous model and with assistance from my dear friend Michael Fonte (who kindly joined me this evening) we inspected the car from top to bottom to ensure all things were on the up and up. So looking forward to driving it in style upon my return!

(AP: What this means, is that the Sonoran Red 2011 Hyundai Santa Fe FLS AWD pictured below is now in my driveway and will be there when I return.)

7/18 - I returned from holiday early Monday morning, absolutely relaxed from a week in Nicaragua and gleefully excited to find my clean and ant-free Sonoran Red Hyundai Santa Fe parked in my driveway. I thank my lucky stars that this story has had a happy ending. Thank you to everyone for all your support during this whole debacle, and to Towne Hyundai for finally coming through with acceptable customer service.

5/20/11

it's a monster mental health day!

Today is no ordinary day, it's a monster help day where 3000+ employees around the globe donate time to those who need it most. Helping people is part of our company DNA--and volunteering as a collective whole solidifies our contribution to the greater good, and to ourselves.

Yesterday the events team held a pep rally to cheer and encourage full participation in today's events. Here in NY, employees will be deployed to half a dozen key volunteer events with the bulk of employees icing 25,000+ cupcakes in Grand Central Terminal's Vanderbilt Hall to raise money for the American Cancer Society. I'll be joining a smaller team at the Ronald McDonald House, for an afternoon of spring cleaning and gift giving.

I haven't given much thought to where I am going today, and outside the odd commercial about Ronald McDonald, have not the slightest idea of the level of support they provide to the families and children that are guests*. It's a bittersweet confession, not knowing much about the organization I am planning to donate my time to, I wasn't always so complacent (if that's even the right word) about how I spent my volunteering time. In fact, I used to be fairly active on the volunteering circuit, regularly maintaining my accounts with Idealist and Volunteer Match and dedicating time to a few organizations like: Heartshare, DIFFA, Writegirl and Make-a-Wish.

In a lot of ways I'd like to think that Monster Help Day is really a Monster Mental Health Day--the act of giving back seemingly brings out the best in everyone. Some of the most amazing and creative people volunteer, do you?

*Also known as House Guests refer to the families who come to a certain city (in this instance NYC) for one of their loved ones (usually a child under the age of 22) to undergo treatment for cancer.

4/7/11

dreamscapes

What is it about being sick (in this case with a sinus infection/cold/cough) that makes you dream so vividly, almost frighteningly so. In a span of 6 hours I went from whimsical and positively light reverie to trolling the depths of despair and darkness.

late night

The beauty of a wheat field. (c) http://planetoddity.com/

I am in a deep sleep and the lulled scent of fresh flowers, of life, wakes me. I am in a building cut in half, like a diorama where anyone passing on the outside can see in even though the surrounding streets are empty. There is a cool breeze the type that is awaken by a mid-summer day and curls around your skin like silk beckoning you to begin the day. There…here it is twilight in this room where I’ve been sleeping. No larger than a broom closet, and a male voice asks why I am sleeping in such small quarters, but I do not feel the size of the room, only peace. Untangling tan legs from crumpled white sheets I walk towards the window. A large plate glass that reminds me of the loft scene in Ghost; nearby I hear the mewing of a cat and can vaguely see the shadow of one on the fire escape. I reach around the window, the wall to pick the kitten up, his fur is soft and blue gray and he is comforted by my touch. Just beyond the window there is an empty lot and I can see 2 figures: a man and his daughter. The child is wearing a pink dress, her dark hair cut in a pageboy; she laughs and waves to me, I smile and wave back. I blink, the scenery changes. Now there is a meadow with a small lake bordered by dark gray cobblestones slick with moisture, the grass is yellow green and surrounded by wheat flax rising on the hills. It reminds me of the rolling leas and mountains on the drive to Lake Tahoe with Mon Frite. To the left there is a playground shaded by a large oak tree that appears to be growing adjacent to my building, almost as if the building and tree are one. There is a barn, actually no a monkey bar set with a yellow thatched roof, the oak branches sway side to side and I feel content, blissful even. And when I wake it is 2AM.

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early morning

We are in a courtroom. I am dressed in a simple black dress, fingering a strand of pearls at my neck. My mother is there, except she is older, her hair is white, as if she were here with me in 2011. She is also dressed in black. In my dream, there is a young boy maybe 6 or 7 and he is drawing in a sketchpad. We appear to be waiting. A non-descript man appears, his presence ominous almost fearful. He pulls me aside with mom lingering nearby one eye on me, one eye on the boy. His words are unclear but his tone undeniably forceful; when he is done he calls to the boy who looks up and follows him without question. I seem to be trapped where I stand, now in the middle of the courthouse lobby. The walls are stone cold, the marble floor dull and gray, there is but one chandelier lit. The bulbs reminiscent of movie marquees from the 70s, only these one circular, the glass frosted. I look toward the staircase, the boy grows smaller and smaller in the distance. A woman resembling my mother walks over to me, holds me close and whispers with a soft Irish brogue, “It is for the best my love.” I feel my heart break, and my body starts to shiver uncontrollably. And that’s when I wake up at 11AM feeling ill and disoriented, hungry yet nauseous, mind unclear and foggy.

unrequited undertow

swimming the action of propelling oneself in water by natural means using arms and legs, can also be used abstractly as both a negative representation of a sensation, where one is floating or reeling and a positive one where one proves to not go under and surmounts difficulties in their path. a lot of meaning for one word isn't it?

swimming, i've been in and around water since I was a child. the ocean and its surroundings a part of almost every childhood memory. in each memory there is sun, sea, sand. the sun's appearance dictating a Saturday beach outing where we would pile into the dusty green Datsun and drive east toward Rockaway. On longer weekends we headed west toward the Jersey shore. And during the weeks of summer vacation, my mom and I would travel by subway to Coney Island or by bus to where the end of Oriental Boulevard meets the sea.

Rocky shoreline of Orient Point, LI

It was the draw not only of the sun on the sea but the sun and the sand, and depending on what shoreline we found ourselves, each experience of the sand beneath my feet, defined by its texture, shape and size was like time traveling. From the bay shores of Coney Island to beginnings of the ocean near Riis. The eastern shores of Long Island where the granules near Montauk Point are slightly larger and mixed with ground seashells to the north shores of Orient Point dotted with shiny smooth stones that glimmer like black and silver diamonds on the horizon, to the white shores of the lido in Sicily where the best swimming holes to be found are nowhere near sand.

swimming, if one were to ask me I would undoubtedly claim to have been swimming since the very first moment my feet touched sand all those years ago. And that would be a half-truth.

At a young age, my Mom and Dad dutifully taught me how to swim in a seaside kind of way. They introduced the ebb and flow of the sea gradually, first building sandcastles and moats, then splashing in caches of water near the surf, slowly leading me closer and closer to the frothy water's edge. With each visit to the beach we ventured a little further, and one day I learned to float, the next time the doggy paddle. I can still see their young faces full of pride, laughing. As I got older they flanked me on either side holding my hands, as we jumped over the crashing waves, eventually finding a spot where we cleared the sea floor enough to sail with the breaking waves body surfing along the surface. In this homegrown adventure I learned to swim.

And then one day years later on the beaches of Cancun, I unlearned how to swim.

Example of water spout (c)http://myturksandcaicosblog.com

It was a gorgeous day, my friend and I were staying at the Krystal Palace and after a day of touring the ruins made our way to the hotel's private beach just steps away from the infinity pool. The sea was translucent and turquoise, the sky above us clear with rolling puffy clouds way, way off in the distance. The water refreshing and cool in the Mexican heat, there was no incentive to leave the water and so I lingered. Nearby a few other beachgoers were looking out onto the horizon, it seems they had spotted something unfamiliar. Upon looking over I saw it too, a cloud far off in the distance with what seemed to be a tornado like spout touching the ocean.
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These funnel, or water spouts, as they are traditionally called, can induce storm like conditions and its advisable to not be in the water when first sighted as they can move swiftly. Completely unaware, I continued to tread water and swim, watching the water spout casually from my location, and was quite taken by surprise when the undertow shifted. Caught in a tumbling wave like a rag doll, I lost all sense of gravity, and emerged disoriented and shaken with sand burns on my skin, a torn bathing suit and a heap of sand in my hair. I left that beach seemingly unscathed only to find myself weary of any undertow or swirling current. Since that day I rarely venture beyond my comfort zone, preferring my feet to touch the sea floor regardless of what beach I may be on from the frothy surf waters at Ditch Plains to the mild green seas of Antigua, Barbuda, Aruba and Puerto Rico. This unrequited fear of the undertow has put a damper on any ocean side endeavors.

I finally decided enough was enough, a fear of the ocean is just not feasible for someone who loves the beach. There are so many things l want to do that involve the sea, like surfing and kayaking and even in my wildest fantasies I dream of selling off all my worldly possessions and buying my own private island. I can't do any of that if I'm too afraid to swim! And so I've enrolled myself in a crash splash course at the Y, a swimming boot camp if you will that meets (1) hour a day, 4 days a week for a month straight. The instructors test you on your ability and place you in a group of students with similar swimming strengths. Then they teach you the basics starting with the swimmer's form, or streamline position, and begin introducing you to each individual stroke, i.e., backstroke, freestyle, butterfly, et cetera.

Classes started last week, and I'm happy to say that I survived basic training. It takes some getting used to wearing a swim cap and goggles but it certainly makes for quicker, less invasive swimming. I would say the breath has been the hardest adjustment and a complete 180 after a dedicated yoga practice (in through the nose, out through the mouth); it's no surprise really that I resorted to holding my nose all these years. I can already feel the benefit in swimming as a form of exercise, and as one friend mentioned it's the one sport where you use your entire body. My upper body feels more awake and open, and even though my muscles are sore from under usage, I've never felt healthier. I've also noticed a change in my diet where I crave protein-rich foods more than sugar/salt/starch. And last but not least is the added benefit of sleep. After a full day at work, I swim vigorously for an hour, shower than relax in the sauna for a few minutes before heading home for a long uninterrupted slumber. A full night's sleep is anyone's dream.

3/23/11

Speed Dial on Time

Taking a cue from Li Jia, the protagonist of Kitchen Chinese, one of the latest books I've read I am seizing the moment to write. Free of guilt and disappointment for a week's worth of posts scribbled in notebooks, ideas jotted on post-its, fleeting sparks of something and then nothing swirling in my brain, allowing the words to flow on the page like writing feng shui.

I've been out of sorts lately, I don't know if it's the wishy-washy change of weather; the solemnity of the news from Japan to Libya; the fast-pace change and evolution at work or maybe it's an undercurrent of what this year is: the final 284 days of my 30s.

What I've come to know is that once you graduate from college and hit the ground running with work and life, time moves so much faster than you can ever possibly imagine. It's not as if someone can warn you about this speed dial on time, it just happens, and the reality of it is intangible, how it affects you, the choices you make. In fact, not until you live through it may you determine, and discover that it is a marvelous time for self-realization and reflection.

2/24/11

green meets yellow on ice

Kiwi Lemon Sorbet

4 fresh kiwis, peeled and cut into small pieces
1/2 c. sugar
juice of 3 medium lemons
2 T. light corn syrup
2 c. ice cold water

Combine kiwi, sugar and lemon juice in a mixing bowl.

Cover and refrigerate for one hour.

When ready to freeze, mash the kiwi to desired consistency; add corn syrup and water and stir until blended.

Transfer the mixture to your ice cream maker and freeze following manufacturer instructions.

2/23/11

My favorite scoop

In my last post, I mentioned how I had plans to get back to my life and to all the things I love most, like making homemade ice cream.

A few years ago one of my dear friends, "Mon Frite," introduced me to the wonderful world of homemade ice cream, a hobby she shares with her Dad. Almost every time she heads home to visit, she makes his favorite Maple ice cream. When she shared the simplicity of the process it seemed almost kismet that I should combine my love for ice cream with my love for baking. To help get me started, Mon Frite recommended I purchase an ice cream maker and suggested a recipe book or two to use as a reference.

Ice Cream is literally a frozen, sweetened cream (made from a combination of cream and milk with sweeteners and flavoring). Once you master the sweet cream base, everything else is easy, and the most fun part begins: experimentation, mixing and matching ingredients, and truly exploring the craft of ice cream magic.

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The following recipe and ingredients were inspired by using Ben & Jerry's Sweet Cream Base.

Honey Vanilla Chamomile Ice Cream

2 c. 1/2 and 1/2
5-6 Honey Vanilla Chamomile tea bags (I used Celestial Seasoning)
2 T of honey
1 c. sweetened and condensed milk, cold

Open can of sweetened and condensed milk and transfer to measuring cup. Set aside to chill in refrigerator.

Pour half-and-half into double boiler and heat; whisk in honey and bring to simmer.

Remove from heat and add tea bags; allow tea to steep for at least one hour.

After hour is complete, remove tea bags and add in sweetened condensed milk to tea mixture. Whisk until blended.

Transfer the mixture to your ice cream maker and freeze following manufacturer instructions.

2/14/11

catalyst

I crashed on Friday night, and slept through most of Saturday, still recovering from my bout with the upper ninth contagion. Saturday, cup of coffee in hand, I barely left the couch save the time it took to accept my first (and 20-minute early) order from Fresh Direct. The next 12 hours were spent cleaning out and condensing email accounts, stripping the Internet of excess personal information. It's no easy task, sifting through years worth of intentional and sometimes randomly created online accounts, though its definitely worth the effort. You should try it yourself and see.

Asleep by 3, up by 10, I was on the fast track to being on time when I made the mistake of checking my Blackberry. The weekend tends to last a bit longer if I refrain from checking my work email until later in the day; sometimes I'm not always successful. 90 minutes later, a quart of Honey Vanilla Chamomile ice cream (I'll post my recipe later but here's one to whet the appetite) in a thermal carry bag and I'm on my way.

It's a two fare zone to Carroll Gardens, and it's been awhile since I've taken the bus to the train to get there. It used to be part of my morning commute when I worked for a start-up back in the late 90s. Back then I managed marketing and events for an online production company. I would travel the F train above ground, below ground, across train bridges, the city's skyline just within view, all the way to Carroll Street, the Smith-9th Street station deemed unsafe for a woman walking alone. It used to be anyway. Back then I knew the F train route pretty well, I would leave my station on Court and 4th and head downtown into DUMBO to train with my boxing instructor Bobby Beckles. That was before JLO and Gold Street were prime real estate, before they were pipe dreams.

I find myself using a lot of words that conjure the past: back then, before, used to -- not sure why these phrases keep popping up in my conversations, it's a bit startling and has forced a pause for reflection. At the end of last year I realized that my work had taken over my life, and I sort of had an identity crisis. There are so many things I used to do, out of curiosity or just for the sheer joy of trying something new, and I've definitely been lackadaisical in partaking. But I've decided to change it up, this year comes with a new attitude and a fresh perspective. My challenge for 2011 is to get back in touch with who I am, rediscovering me.

Starting right now.

loose change

I've always been a firm believer that things happen for a reason. This morning as I left the house, I impulsively grabbed a pile of quarters sitting on the kitchen counter. A short while later settled on a city bus, a fellow passenger was rounding up change for his fare. Coincidence? Fate? A message from the universe? Perhaps. I have no mysticism to share, just an observation: that one should be cognizant of how they choose to participate in this world. And when possible, they should participate wisely, for the greater good. It almost always prevails.

11/23/10

the secret of life...

Best friends, you can never have too many of them in your lifetime. And rest assured that you will have many. It's like that poem that has circled mailboxes and inboxes for decades, detailing the cycles of friendship and life, about how and why people shuffle in and out of it. As the words go: for a reason, a season or a lifetime.

Think reasons and seasons:
Childhood, high school, the good times of college, first love, first fight, work angst, vacation fun.
The span of a lifetime:
Lean on me when the world comes crashing down, rejoice with me when the sun is shining, console me from embarrassment, save me from myself.
Be here, sweet friend, be here.

In present society I find that it's just too easy to be friends. Friends, I use that term loosely. The progressive nature of technology offers countless ways to stay in touch through feeds, wall postings and status updates, allowing us to broaden our circle of acquaintances and blur the lines that separate them from our friends.

Acquaintances share a commonality, an interest but oftentimes the relationship is fleeting, temporary. Friends on the other hand are like family, members of which you have cultivated a relationship. You learn to grow with each other, in spite of one another's idiosyncrasies. You become each other's confidante, backboard, truth serum. You love one another unconditionally and without judgment. It is a natural evolution from stranger to friend, and occasionally acquaintances themselves evolve into one.

Maybe I am naive to be wistful, wishful, but I long for the days when friends were friends forever. Some may call that a myth, a childhood fancy. I believe it exists: this magic of friendship. Despite the madness and confusion of the world, I believe there are still humans out there who embrace the complexity of it; who thrive from the give and take, the nurturing; who harness, protect and defend each other from the threat of an asunder; who still practice the art of thoughtful communication. The warmth of a voice over the phone, hugs exchanged in greetings of hello/goodbye, the stories that made you laugh until you cried, memories shared through postcards, photographs (thank goodness for these), letters, phone calls, quality time, the absolute cerebral reality of being there in the moment. These timeless treasures, I feel as if they are happening less and less, were it not for my photographs I might start to believe they didn't happen at all.

The world is spinning so fast, everything has become blurry, disoriented. Even the events one relies on to connect fall flat. I recently celebrated a birthday, away from my city of origin, disconnected from a LAN/landline. I was looking forward to this day of celebration because of the phone calls and cards--concrete tokens from loved ones, family and friends. Imagine my utter disappointment when the phone (and postman) only rang twice. Every other birthday wish came noiselessly over the Internet, in email and posted to Facebook. The silence was deafening, filling my heart with a longing for another era. Era, the language of my grandparents. I'm still too young to be thinking in such terms and yet there seems no other word for it.

(quiet reflection)

These late night musings should be shared over malbec and merlot accompanied by philosophical conversations, memories, the occasional regret absolved with bittersweet chocolate and laughter.

They should not be part of a soliloquy.

~~~

"I found out what the secret to life is: friends. Best friends." - Ninny Threadgoode (Fried Green Tomatoes)