ComplaintsforBraman Hyundai

• Initial Complaint

  10/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I brought a vehicle to this business on July 21, as a result of catastrophic engine failure covered by an extended manufacturer's warranty. The dealership service center has had this car, stating the engine was backordered. When the service representative, ***** believed the car to be ready on September 24, he called me and told me to come get the car. He then messaged me later that day to tell me it wouldn't be ready. **** also informed me about a problem with the brakes, that they didn't work. The brakes worked on the day of the engine failure. Neither **** or his manager **** ******* can explain why this would happen. They take no responsibility for the changed condition of the brakes. What's more, **** today, October 15 told me there was also a muffler oxygen sensor failure. I spoke with **** and he had no idea about this. I am very concerned about the quality of service and fear someone may have deliberately altered car systems to induce further service.

  Business response

  12/07/2021

  Business Response /* (1000, 9, 2021/11/05) */ The customer was notified when the vehicle was first brought in for service that there were significant parts delays nationwide and that there would be an extended delay due to the engine being on backorder. Contrary to what is stated in the complaint, the condition of the brakes did not change since the vehicle was dropped off. The brakes were showing a malfunction on July 22, 2021 as indicated on the diagnostic report that was provided to the customer. If the customer would like to see the diagnostic report again, he should contact the dealership. Consumer Response /* (3000, 11, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) We brought the car to Braman Hyundai Service Department for a warrantied catastrophic engine failure. By both the account of Gary the customer service rep, and his manager, the engine and hydraulic systems are unrelated and their repair to the engine should not have any impact on the hydraulic systems. I have attached a document from the month prior in which the Lehman Hyundai Service Department inspected the car. As they state in the report, the check light was in relation to an intermittent issue, and all systems were otherwise normal. Braman did not provide any documentation or reporting as to the nature of the check code, and attributes the current state to that check code, without any physical corroboration, such as visual inspection and analysis. I still content that at the time of the engine failure, and inlcuding the time immediately after the engine failure, during which I maneuvered the vehicle to a safe location and had no trouble using the braking systems. They worked completely normally as they have during driving for several years. The condition in which Braman Hyundai Service Department returned the car to use was completely unusable. The braking system was non-functional and would make a loud noise whenever I attempted to use the brakes. This was not the condition of the braking system when we brought the car to Braman Hyundai Service Department, and the representatives we dealt with there stated that is WAS the condition. This leads me to conclude they tampered with the braking system. Business Response /* (4000, 16, 2021/12/06) */ The dealership respectfully disagrees with the customer's characterization of events and stands on its previous response. Consumer Response /* (4200, 18, 2021/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business provided no evidence to substantiate their claims. I have written documentation from another licensed service center that the brakes were in working condition prior to bringing the vehicle for an unrelated repair to Braman. The business has not provided a sufficient response, or any detail as to inspections done to verify their claim. Their only evidence is a computer code, which does not specify the nature of why the code came up. I have documentation explaining the error code, and Braman Hyundai has no addressed any of this documentation. Their response is unprofessional and does not demonstrate they did any inspection on the brake system whatsoever, and certainly not when, how many times, or to what end they did any inspections.

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