ComplaintsforHyundai of Jasper

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a 2016 Hyundai Santa Fe w/ 89000 miles on it. Dec 2021 the engine started making a large knocking sound and I pulled over had it towed to nearest Hyundai dealership. Hyundai has had large vehicle recalls my vehicle was not included however the mechanic at the dealership determined my problem was similar in nature and they would be replacing one of the heads in the engine free of charge. They ordered the part. Due to pandemic supply chains did not get the part until Feb 2022. I received weekly/biweekly updates on my vehicle and was told how many vehicles were in front of me each time. This number did change for months. June of 2022 I contacted Hyundai Motor with my concerns and was told by a case manager that they would reimburse my rental car until the vehicle was fixed. We agreed that I would submit invoices at the end of the month and be reimbursed at one time. I submitted 2 sets of invoices, one for Jan-May and one for June. I was reimbursed the full amount each time no issue. I submitted Julys invoices first week of August and found out my first case number has been closed and a new one opened. Spent a few hours on the phone. Was told by new CM that they would reimburse and that he had spoken with the dealership and vehicle would be ready 1st week of Sept. I received form to sign for reimbursement, the amount was half total of invoices provided and we are now in week 3 of Sept and my vehicle isn't ready with no date given to when it will be. 10 months from time vehicle first broke down. Called Cm back he has no resolution to the timeline of repair and also states they will not cover gov mandated taxes on my invoice even though they already have on 2 separate occasions.

  

  Business response

  09/21/2022

  We finished replacing the engine, not the head in this unit yesterday. The customer was contacted to let them know we had it ready. The frustration our customer has had with this is understandable. He says ******* has done a good job of keeping him informed and updating him on the situation. I do not blame him at all for feeling this has taken too long because it has. Many dealers have stopped taking cars because they are so far behind. This unit was out of warranty because Mr ****** was the second owner of it. We decided to send in a PA request and Hyundai agreed to replace the motor. It is unfortunate that we are as far behind as we are and apologize for any inconvenience this may have caused. The reimbursement on the rental car is an agreement Hyundai Motor company has made with the customer and Hyundai of Jasper does not have any say so on how this is handled. We did put a new battery in the car at our expense because the unit has been down so long the battery went bad. We want to do all we can to make this situation as painless as possible. 

  Mr ****** mentioned giving him market value on his car. If he would like to sell the car, we will give him what it is worth.  It's a good car with a new long block engine. I will do all I can to make Mr ****** happy and do what is right and fair. t could be that getting his car back will make him happy. 

  Let me know his position.

  Customer response

  09/24/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

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