Business ProfileforJones Junction, LLC

Jones Junction had our 2017 Hyundai Santa Fe in their shop for three months because it needed a new engine. The vehicle wasn't safe to drive and we had to have it towed to the shop. This was the second time we experienced this type of engine trouble (December 2022) and Jones was able to correct the problem up until this past April when we learned it needed a completely new engine. The vehicle had < 76K miles on it so this came as a surprise to us, but thankfully was under warranty and spared us the $15K it would cost out of pocket to replace. During this 3 month period, we would receive text messages that Jones was still waiting on parts and would be in touch soon. After the first week of not having the vehicle I had to ask Jones for a loaner rather than them be pro-active and offer one. This was the first in many red-flags that we encountered during this ordeal. I wanted to escalate our concerns to someone in an executive role and had to search google reviews for poor ratings to get an email address. I emailed our concerns and the fact that waiting for the vehicle for as long as we did without Jones being completely transparent was unacceptable along with a request to have my towing expense and the money I had to pay back in December of 2022 to essentially mask a bigger problem refunded. I did receive a phone call from someone in customer relations advising she would reach out to other folks within the organization to get some answers. Some time later, the CR representative did get back to me, but did not address all of my question to which I replied. Again, some days later, she responded indicating she would need until the following Monday to address. I haven't heard from her since, nor have I heard from the service manager and I've communicated with email and phone calls and they refuse to get back to me. This is a perfect example of a large organization not caring about their customers and it lacks professionalism and courtesy.