ComplaintsforJim Johnson Nissan Hyundai

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a loyal customer to Jim Johnson Nissan for almost a decade, and it hurts to know that the loyalty seems to only extend one way. The heat in my car went out roughly two weeks ago, so I took my car to *** ********** to get it repaired since I was recommended to go to them for more extensive services. The mechanics at that location informed me that the blower motor and resistor went out due to a clogged/dirty air filter (see attached photo). They told me to see when the last time I had it replaced was, and it happened to be prior to my most recent visit to Jim Johnson Nissan (last check up was April 2023 according to their system). My most recent inspection in their system shows the cabin air filter being checked off as okay, per the service manager ***** He also informed me that a cabin air filter would not cause this part of the car to malfunction, which I knew was a lie since multiple mechanics informed me it could happen (and a simple Google search can tell me I was being told incorrect information by *****. It took about a week and a half, but I finally got in touch with **** ****** who works directly with the owner. He was very polite and genuinely seemed to care that I felt this issue was due to Jim Johnson not properly inspecting the air filter during my check up. Another couple of days go by and I get a call from John telling me that he talked to multiple experts and that the air filter would not have caused the problem. I genuinely believe this entire situation could have been avoided if the technicians at Jim Johnson Nissan actually would have checked my filter. I rely on them for anything automotive related, and now I am out over $600 due to this issue. The worst part is that I was only offered a free oil change as a solution to the problem, when I thought John would help compensate due to their employees not properly checking my car. I am extremely disappointed and am unsure whether I should trust them with my vehicle or my service again.

  

  Business response

  02/02/2024

  BBB
  
  Complaint ID: ********
  
  This is a response to *** ***** compliant filed.  We are sorry *** ***** has had issues with his vehicle. After discussing his complaint with 2 of our manufacturer certified master technicians with over 20 years’ experience, they stated that they have never had to replace a blower motor and resistor at the same time. It is either one or the other, not both. Also, they have never had a dirty cabin filter be the cause of having to replace the parts.  
  
  *** ****** last visit to Jim Johnson was in April 2023, 9 months prior to this issue. From our technicians 20 years of experience, we believe the customer was given incorrect information on the cause of his vehicle issues. He also didn’t give us the opportunity to diagnose the heating issue. We do not feel we owe the customer in this case.
  
  We appreciate *** ***** visiting our service department 3 times since 2021. We hope he will continue to be a customer.
  
  Jim Johnson Nissan Hyundai is a long standing reputable business committed to customer satisfaction.
  

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My engine seized going home in the middle of the night due to a recall on my car (the car was leaking oil as you see in the messages the mechanic stated that). My boyfriend and i were stranded in the middle of the night of halloween, we requested his dad bring us oil to see if it would help because when we were driving it, it started making a noise then shut off. We added oil to see if we could atleast make it onto the trailer, which is originally why they refused to fix it because it still had oil from that night, and the engine was seized. We transported it to the dealer. We have been without a vehicle for 2.5 weeks, we have a daughter who goes to school in morgantown that we have to provide a way to school for, my boy friend has been walking miles home because i have to take the only vehicle to ******* ***** for my job, and ive been having to cut my hours at my job due to lack of transportation for my daughter. The recall is 21v301. The messages below are between the mechanic and myself. I have contacted hyundai corporate, they did not help. They stated a recall is a preventative measure not a solution and that because they did not have an updated address to notify me they would only pay for half, when asked for the address they have, they stated my current address, then when told that was my current address, they stated that it was my "due diligence" to keep up with recalls because I go to ******* vs hyundai to get it serviced, due to pricing and location, and they refused to fix the recall. They are saying they are only going to pay half of the engine. They stated they were not completing the recall due to the engine seizing even though it is seized due to the specific recall, as you see below this is directly from ****** who I also contacted, about what is expected from Hyundai. I'm requesting help due to the emotional, physical, and financial stress being placed on me and my family and would like to have my car repaired and back in my care.

  

  Business response

  11/24/2023

  We are sorry for the issues *** ******* is having with her vehicle. Even though *** ******* is the original owner of the vehicle, with over 120,000 miles, the vehicle is outside the manufacturer’s warranty.  We did submit details to Hyundai on the customer’s behalf for the recall, but the vehicle’s engine issue is not within the scope of the recall parameters.  Hyundai did offer to help the customer by paying for half of the new engine.  Hyundai isn’t required to do anything for the customer since the vehicle is out of warranty, but they are choosing to help anyway with the 50%.
  
  For warranty coverage and good will assistance, we are the go between the customer and the manufacturer.  We must following the guidelines and parameters that the manufacturer sets. 
  
  Jim Johnson Hyundai is a long standing reputable company that strives is committed to customer satisfaction.   

  Customer response

  11/28/2023

   Complaint: ********

  I reject this response because:
  I want to reiterate the urgency and severity of the situation we are currently facing with my 2019 Hyundai Elantra. I understand the challenges posed by the vehicle being outside the manufacturer's warranty, but there are crucial points that need further consideration: The vehicle's engine seizure is undeniably linked to the recall (21v301), as acknowledged by ***** guidelines. The incomplete diagnostics on the part of Hyundai, specifically regarding the oil leak's exact location that caused the engine failure, raise concerns about the accuracy of the assessment. The issue of the recall not being addressed earlier is compounded by the lack of timely notification. I maintain that I did not receive any communication regarding the recall, and Hyundai's assertion that it's my responsibility to be aware of recalls, especially when relying on alternative service providers, adds an additional layer of frustration. The financial strain imposed on my family due to the prolonged lack of transportation is significant. While I appreciate Hyundai's offer to cover half of the new engine, I believe the circumstances surrounding the engine failure warrant a more comprehensive resolution, considering the direct connection to the recall. Hyundai Corporate's explanation that a recall is a preventative measure and not a solution contradicts the essence of a recall, which is to address potential safety issues. Given these points, I kindly request a reconsideration of the resolution offered, taking into account the incomplete diagnostics and the need for reliable information regarding the oil leak's location. I believe that a more comprehensive and empathetic approach is warranted in this case, considering the unique circumstances surrounding the engine failure.
  I look forward to your understanding and a prompt resolution to alleviate the emotional, physical, and financial stress our family is currently enduring.
  

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had called Jim Johnson’s on April 11th 2022 asking if they took tow in & told them the situation of my car which was a squirrel had gotten in our car & did a lot of damage. They said yes they took tow ins & the earliest they could get it in was the following Monday which was April 18th 2022 which great bc everywhere was completely booked till August. We let them know the squirrel was still in the vehicle that we tried to get it out but had no luck. They said ok. It was towed in that same evening. A week an a half went by and they still hadn’t looked at it. 3wks went by & I had tried calling several times over these 3wks & left msgs for somebody to please call me back & no1 did. Our insurance would only pay for a rental for up to $600’s we had to return the car May 5th. I finally call again on May 2nd & get a hold of someone & they inform they sent our car to a different dealer ship/body shop ********* **** for help bc they didn’t have the right equipment. But it would have been nice if someone would have called us & told us. Then he says but if you want they can just fix it. I literally didn’t know what to say. So I then asked him if they could help us with a loaner car since it was taking so long and they didn’t get our car in when they said they would knowing it was our only car and we only had the loaner car till May 5th. He said no that’s your insurance’s department & I told him that my insurance said since this was bc of them it’s actually on them he then says well since it’s at ********* **** it’s now on them. We have nothing to do with it so you will have to go through them. So we went to ********* **** & they said it was on Jim Johnson’s not them bc it was their 1st or Insurance & that it wasn’t their problem. ***** **** tried everything for us & couldn’t get our rental extended even tho we had full coverage. The lack of empathy these dealerships had was hurt my family is struggling to get back & forth to work & we can’t get help from anyone.

  

  Business response

  05/24/2022

  We have talked with Mrs. ***** and have resolved her complaint.  Thank you.

  Customer response

  05/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. With that said Jim Johnson’s reached out & it did absolutely make sure we were taking care of. An we are very grateful to them for that. I am sry that I had to make a complaint in order to get someone’s attention tho. Once I actually got to talk to someone tho I realized how much they deal with on a daily basis. I seen it with my own eye in just the short time I was there. They had almost 200 claims to deal with & are dealing with a lot more than us customers could even imagine. So I am truly grateful for them & what they are doing for us. An I am really sry about all this but I am truly grateful to them.
  
  Regards,
  
  ****** *****
  
  

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