ComplaintsforWatermark Hyundai of Marion

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They put a refurbished engine in my truck last July, November 14th 2023 the engine failed. As of this date I dont have the truck and I dont think are in any hurry to resolve the problem.

  Business response

  03/07/2024

  The original engine that was received was faulty.  We contacted the company that sold us the engine and they agreed to replace the engine.  The replacement engine began to experience issues with a #3 cylinder misfire.  The parts company would not agree that there was an issue without substantial proof.  We were finally able to convince the company to send us another engine 3/6/2024.  We will make this a priority to complete once the engine is received.  The customer is welcome to reach out to us for any additional information.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2020 **** F150 with 2806 miles on 5/14/21. On June 7, 2023 it was in for service for using oil. I was told the engine needed to be replaced and one was to be ordered. As of today the engine has not been replaced. I have had multiple contacts with the ************** and **** Customer Cares reps but have not been given any resolution date. I continue to add oil as needed to keep the engine running.

  Customer response

  02/15/2024

  It is showing Watermark Hyundai but I purchased at Watermark Ford  Maybe they are the same Company?

   

  ****

  Business response

  02/28/2024

  Response: Case #********

  
  

  Thank you

  Business response

  02/28/2024

  Response: Case #********

  
  

  Thank you

  Customer response

  03/26/2024

  The engine was received and an appointment was set up for 3/18/24.  I dropped the truck off on 3/12.  On 3/20 *************************** ***** Cares Rep. ************* and said the repairs would not start until next week (week of 3/25/24)  Today ******* called, she had spoke with Service Advisor **** at the dealership and due to shop capacity the repairs now will not start until week of 4/1/24.  I do not understand why as this has been pending since last September some priority is not given to completing the repairs. 

  Customer response

  04/08/2024

  Repairs promised by the business has not begun to date. 

  Business response

  04/09/2024

  The customer has been contacted by members of management.  The delays in the repairs are due to our lack of capacity in the shop.  The repairs to the customers vehicle have been made our top priority.  

  Customer response

  04/09/2024

  Complaint: 21253123
  
  I am rejecting this response because: I was contacted by **************, General Manager via email this morning at 8:31.  He did assure me my vehicle was top priority.  He also stated ************** would reach out to me directly with exactly what is going on.  (I was hoping this would happen today but as 6:01pm I have not been contacted.

  I am asking this not be closed as it was before after I was assured my vehicle was scheduled for repairs.  As I was told last week it was scheduled and then this Monday told the repairs had not started. May we keep open till I have confirmation it is repaired? 
  
  
  
  Sincerely,
  
  ***********************

  Customer response

  04/14/2024

  I am ok closing this complaint. My truck was repaired and I picked it up Saturday morning. 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They worked on our 15 passenger 2017 Ford Van.  At the end of July we made an appointment and to take it to them to reprogram the computer and the keys. They said the part would be in the next day. They had it or so and said it was wrong part. Then it was another two weeks. We picked the van up last Friday 8/25/23. They were supposed to reprogram the keys but the keys would not unlock the doors. I called and told them and they said we couldn't get it tin until 9/8/23. We paid over $1,000 to get it reprogramed. I told them we couldn't wait that long. Then I asked who was the owner and if I could speak with them. They said I couldn't speak with the owner but could speak with the manager.

  Business response

  09/14/2023

  We were unable to program the fobs once the PCM was replaced.  We contacted Ford and they suggested we replace the new PCM.  We ordered the PCM and it arrived 9/14/2023.  This is the soonest we could acquire the PCM and we will contact the customer to have the unit installed and attempt to reprogram the fobs.  It is not a given that this will remedy the issue.  We do everything we can to resolve the issue for the customer.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 7, 2023, my Hyndai Sonata hybrid (2013) was struck by lightning on the way to church. It was towed to Watermark **** where I purchased it. The insurance company gave approval for further diagnostics last week but no parts are ordered. ****************** does not answer or return calls. I need my car! Today is August 15, 2023.

  Business response

  08/30/2023

  It is our opinion that the vehicle should be considered a total loss.  The parts we have tried to use to fix the vehicle have not achieved the desired outcome.  We feel it is in the best interest of the customer to not have the vehicle fixed and we are working closely with the insurance company to rectify the situation.  Thank you.

  Customer response

  08/30/2023

  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,
  
  *************************

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I first contacted Watermark Ford regarding a bad TCM on my vehicle. According to my vehicle records from Ford Motor Corp. it shows my car is under a recall for the part and labor. I have all the texts and dates to prove all my points. I paid $150.00 out of pocket to have my car towed to Watermark Ford in Marion. I was told by the staff at Watermark Ford that my car was still under recall, by more than one person working there. The car was sent to Watermark around March 5th. Today I get a call, the part is not covered and they want to charge me $2800.00 to fix my car. My car actually did drive and move, now they are telling me, the vehicle does not move. Talk about a complete snow job and waste of my time. Seeking my $150.00 tow bill to Ford, the $2800.00 to repair my car at another Ford dealer. I have names, several dates, and all the texts printed out to support this matter. I made over 10 phone calls, I have over 10 texts and nothing until just an hour ago about the TCM not being covered. They did bring up a few parts that I would need extra to get car to 100 percent. The cost was $1449.00 or so, I agreed to that price but not to this new price. I was also told the car would be fixed by last week. sincerely, ****** ******. Also I will filing same complaint with Ford Corporation.

  Business response

  04/18/2023

  If the customer can verify that we told them they had warranty coverage on their vehicle and that is why they had it towed to us, we will reimburse them the $150 for the tow bill.  However, we did deliver the vehicle back to them at their home for no charge. 

  The vehicle's warranty expired in August of 2022.  The vehicles TCM was not covered and therefore we could not replace at under the warranty or recall.  We discounted the price to try and accommodate the customer but they declined the repairs.  There is nothing further we can do except reimburse the customer the tow bill if they can definitively show that we misled them prior to the towing.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car got towed to ********* ******* ** ****** on 5/20 after being broke down because of transmission issues. My husband and I just bought this vehicle on 5/14 and 6 days later, it was broke down. On 5/20 I was told that they wouldn't be able to look at it until Monday, 5/23 due to the service department being closed on weekends. Monday, 5/23 I called to ask if they had got a chance to look at the vehicle to see what was exactly wrong with it. They told me that it would be a couple days because there was 2 vehicles ahead of mine. I asked if they had a loaner car for me to use in the meantime until mine got fixed, their response was that they had a waiting list for loaners right now and my car would probably be fixed by the time the list got to me. I called back on Wednesday, 5/25 to check in to see if they have any updates. I couldn't get ahold of the person that was on my case. I called 3-4 times and left a voicemail, no answer. I called again today, 5/26 and finally talked to someone. She said that it was going to be 2 weeks before they could even have a look at my vehicle. After I was told 2 days on Monday 5/23. I am unable to get a rental vehicle through Enterprise until they file a claim and figure out what exactly is wrong with it unless I pay the money upfront. I am unable to work due to not having a vehicle and it's really put a hurting on me and my family.

  Business response

  06/01/2022

  Unfortunately our service department is very busy with engine and transmission repairs that are well beyond our control.  Currently, we are running approximately 30 days out for any new repairs.  We will try to expedite the process as soon as possible given the customer's situation.  
  As for the loaner vehicle, the selling dealer should be providing transportation to the customer because of the timeline of their recent purchase.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a 2015 kia from the dealership, not knowing none of the recalls had been fixed. We had the car 6 months and have payed the car halfway off when it decides to almost quit running. A censor is off and it won't go above 40. So they have been trying to get kia to fix it, but the kia dealerships almost refuse o deal with their own products...we finally get it back after 5 months and the light is back on, and dealership will not let us roll to another car, and we still have to make payments and insurance on a car we don't have.

  Business response

  04/12/2022

  We have talked with the customer, Mr. ************ several times including after his complaint was filed.  The customer's vehicle has a recall that must be performed by a Kia dealership and we have had no success getting two different dealerships to perform the work.  We have advocated for the customer and coordinated care of the vehicle by taking the car to the Kia dealership in Cape Girardeau, MO which refused to do the recall repair.  We then took the vehicle to the Kia dealership in O'Fallon, IL which told us the vehicle would have to be driven further to validate the problem.

  Mr. ************ wants to trade his vehicle for a different car and we are more than willing to do so, but the vehicles we have in stock do not satisfy his desires.  After speaking with the customer on 4/11/2022, he is willing to see if the Kia dealership in O'Fallon will indeed now repair the vehicle since it's been driven further.  If not, we will help trade the customer into a different vehicle as soon as we have inventory that he says suits his needs.
  

  We want nothing more than to satisfy the customer.  We are very frustrated with the response from the two Kia dealerships and their unwillingness to help us and Mr. ************ resolve the issue.  At this time, I believe the customer understands that we are trying to help and our relationship with him is positive.
  

   

  Customer response

  04/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to the claim, and if we can recoup the payments already made on current vehicle and apply it to another vehicle, this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ************

• Initial Complaint

  10/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct 1st our truck was scheduled for warranty repairs. A rude customer service rep was angry that the mechanic and her had to come in on a Saturday to finish repairs to our truck. I made a negative post on my personal facebook that is set to private about the rude treatment. When I sent to pick up my vehicle and looked thru the paperwork they had screenshot and printed my private fb post and attached it to the repair paperwork. Upon the copy of the repairs, the service tech mechanic lied and stated the truck didn't have proper oil changes and was 3 quarts low on oil and can void out the warranty on the vehicle. However, our truck has been serviced for oil changes at their dealership every 5 to 6 thousand miles since we purchased the vehicle. The service department has attempted to lie to void the warranty on the truck as a payback for my complaint. We have service records proving our vehicle has had the required oil changes which the service dept has as well. Very unethical!!

  Business response

  10/20/2021

  The customer service rep merely stated that she would have to arrange "after hours" accommodations in order for the vehicle to be completed in time for the customer's trip.  The customer perceived this statement as an objection and that the customer service rep was angry.  The customer service rep in no way expressed anger at any time during the conversation with the customer.  
  Several customers of ours contacted us about the Facebook post made by the customer.  The screen shot of the Facebook post was actually sent to us by a customer and it was attached to the repair order so everyone associated with the repair could see the frustration the customer was experiencing.  This allows us to better serve the customer and address their needs.  The customer is free to express their concerns in any way they would like and it would never affect the customer service they receive from us.  
  The service technician stated what he evaluated with the oil consumption with no intent to deceive the customer.  We do not and would not engage or tolerate such behaviors.  We apologize for any inconvenience or misunderstanding with the customer. 
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩