ComplaintsforCrain Hyundai of Fayetteville

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car has been in the dealership service center for over 2 months, with no resolution. I took my car in on July 16th 2022 and was told I needed a transaxle replacement. I bought the car a year and a half ago brand new. They did not offer me a rental car. After 3 weeks of me calling they finally told me it was approved by my warranty. It is still in the service center with no progress made as of today 9/18/22. The dealership has not once contacted me with any updates regarding my vehicle, I have had to call multiple times a week to get any information from anyone there. I am still making payments on a car I cannot drive. As of 9/13 I was informed that “there are no transaxles available in the US and they don’t know when any will come in”, even though I was told 8/24 by the service manager that I would be able to pick up my car at the beginning of September.

  Business response

  10/03/2022

  
  Ms. *******,
  I totally understand your frustration regarding the time frame to repair your vehicle.  The issue with your vehicle is in fact, the
  transmission, not the transaxle.  I want to make that clarification because there has been a nationwide recall on transmissions and as such, has caused a shortage and backlog. 
  We are required by the manufacturer to diagnose and follow very strict guidelines to make sure that transmission replacement is covered under the warranty terms.  In your case we submitted the diagnosis and was asked by ******* to furnish additional information. 
  Once ******* authorizes the replacement transmission, we have to wait on ******* to locate and ship the transmission to our dealership for installation.  All of this takes time.   
  Any dates given by the service manager were given to him by ******* corporate that for whatever reason was not able to comply with their own timeline.
  It is my understanding that your transmission is at the dealership awaiting installation.  Keep in mind that this is a nationwide recall and we are working as fast as possible to take care of all of our customers.  That being said, we do have several recalls ahead of you but my service manager, **** *******, advised me that he will do everything possible to get your transmission installed by midweek next week as long as there are no other issues with your vehicle. 
  I apologize for the long wait.  We definitely could have done a much better job communicating the timeline for the transmission replacement, again my apologies.   In the future please call me at ************ or email me at ****************************.  I am happy to get you updates or answer any questions regarding your service.
  Regards,
  **** *******
  Customer Relations Manager
  Crain ******* of Fayetteville
  

  Customer response

  10/04/2022

  
  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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