ComplaintsforCrain Hyundai of Little Rock
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Complaint Details
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Initial Complaint
06/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My car's engine is under warranty for 15 years or 150,000 miles. I car started stalling in early March. Took it to a local dealer to see what was going on. And he told me I needed a new moter. I knew that it was still under warranty so I called Crain Moters and made an appointment. I called a week later and they hadn't even started my car. They told me Joshua ****** was the one working on my car. Everyone I call him he always seem to have "JUST"left or is with a customer. I was calling every day, 3 to 4 times. It's always the same answer. My car have been there for 3 months and nothing has changed. Last week I called and gave my name and they said he was gone for the day, I hung up and called right back and gave my nickname and he answered. I need to know what can be done about this. It's my car and I have a right to information and to be shown respect. I still don't have my car and thehaven't even started on it 3 Montes later.Business response
07/26/2023
THE PA WAS REVIEWED AND BASED ON THE INFORMATION PROVIDED; THIS PA REQUEST HAS BEEN CLOSED DUE TO THE MALFUNCTION BEING EXCEPTIONAL MAINTENANCE NEGLECT, NOT A WARRANTABLE DEFECT, THANK YOU.
Audrey ****
Initial Complaint
01/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been dealing with an oil consumption issue with my vehicle for quite sometime since June 2021. I did make Hyundai corporate office aware of this issue. Crain Hyundai of North Little Rock and Crain Hyundai of Little Rock could not find an oil leak and proposed to submit a PA Request to have an oil consumption test ran. I never heard updates if the PA Requests were approved. Hyundai corporate could not check in their system to confirm the PA Requests being submitted. In the mean time, I continued to get my routine oil change at Crain Hyundai Little Rock but my oil would run out before it is time for my next oil change. Fast forward to November 2022 thanksgiving day, I was driving my vehicle to attend a thanksgiving dinner and my vehicle started making a strange noise and the oil light flickered. I pulled over to check this out and my vehicle locked and shut off. I had my vehicle towed to Crain Hyundai Little Rock thanksgiving day. The next business day that they were opened I called to discuss next steps with my vehicle. I was informed by ***** ***** that they are extremely backed up and may not be able to look at my vehicle until the end of the month. He transferred me to the service receptionist who stated that they would need to run a diagnostic test on my vehicle, submit a pa request for engine replacement, and once approved I can be given a courtesy vehicle until it is repaired. She scheduled a diagnostic test appointment in December but it never was serviced on the day of the appointment. I have continued to call every two weeks and it still has not been attended to. It is going on two months with no update. I would like my vehicle to be repaired and if they are continuing to service other vehicles each day they should have a system to service the vehicles that are currently at their dealership.Business response
02/23/2023
The PA has been submitted, awaiting a turn down or approval, if it's turned down then the claim will be submitted to her aftermarket extended warranty.Customer response
02/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 18867538, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
01/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
On November 5, 2022 my 2017 Hyundai Sante Fe was towed to this facility for repairs because of bad gas. A few days later I received a call from the facility advising I would need a new engine and it would be covered by the warranty however it would take around 30 days for this to happen. I then asked about a loaner vehicle and was told they did not do that anymore but if I obtained a rental vehicle I would be reimbursed by Hyundai. On January 5, 2023 I received a call from the facility advising the engine would not be covered by the warranty and in order to get one I would have to pay for it out of pocket to the tune of nearly $13,000 and I was also told they would not be able to cover any of my rental expenses. Mind you I was calling the shop every two weeks for updates and I even made a personal visit just to check the status and was told the same thing multiple times. In this case I have done nothing wrong and I feel the facility should be responsible for at least covering my rental expenses for allowing my vehicle to sit on their lot for multiple weeks with nothing being done.Customer response
03/30/2023
Complaint: ********
I am rejecting this response because: According to the attached estimate my vehicle was diagnosed on 11/9/22 therefore the shop knew then that my vehicle would require a new engine. I was told then by the Crain advisor that the engine would be covered by warranty only to find out several weeks later that it would not be covered. I advised the advisor that I had filed a claim with my auto insurance and he told me he did not need any of that information because AGAIN the engine would be covered by the warranty. The vehicle was allowed to sit at the facility for multiple weeks with no action. This is the reason for the rental bill. I followed up every other week with the advisor only to be given the same information until I received a call on 1/5/23 advising the engine would not be covered by the warranty. If I would have been advised sooner that the engine was not going to be covered by the warranty I could have settled with my insurance carrier and not have incurred the rental bill. As the customer I did nothing wrong to cause this expense. Therefore, because my case was not handled properly by Crain I feel the least they can do in compensate me for the rental expense.
Sincerely,
****** *******
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Customer Complaints Summary
10 total complaints in the last 3 years.
1 complaints closed in the last 12 months.