ComplaintsforWalser Hyundai

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 5, 2024, I brought my car in for scheduled recall service and a 21-point inspection. During drop-off, I specifically requested part numbers and costs for additional parts I had identified on the vehicle. However, upon returning to collect my car, I discovered that the 21-point inspection had not been completed, and I did not receive a written estimate as requested. On the same day, I sent an email to ************** regarding above matters but did not receive a response. After having the recall work done, I had my car inspected elsewhere and discovered a significant amount of oil on the engine underneath the vehicle. The recall was specifically for replacing the alternator and an engine gasket due to an oil leak. The recall service specifically aimed to address an oil leak by replacing the alternator and an engine gasket. I am concerned about why the oil was not cleaned up during this process. Shouldn't degreasing the engine be part of addressing the recall issue that caused the initial oil leak? I returned on June 6 to have the 21-point inspection completed, yet I still did not receive a written estimate detailing the total cost for the services required to take my car home. Additionally, I have not received estimates for the parts I previously requested information on.I am seeking clarification on the maintenance requirements of my car, including whether there are any urgent repairs needed for components such as brakes, tires, suspension, etc. Your prompt attention to these matters would be greatly appreciated.

  

  Business response

  07/29/2024

  Walser apologizes for the poor customer service experience encountered by ******************** and is working with the customer to schedule the inspection and degrease.  Thank you.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 28, 2023 we co-purchased a 2015 Hyundai Sonata from Walsers. We also purchased the 2 year Silver extended warranty from Walser Autoguard. In January 2024 we discovered that the vehicle was burning through oil. I contacted the Walser dealership in **********, **. They directed me to contact the Walser Hyundai dealership in *************, **, because that site did all of the warranty work for Hyundai. I made an appt for March 19, 2024. There, the technician ran diagnostic tests to determine what was wrong. They ran a compression test which required me to take the vehicle back when it had been driving 1000 miles, which I did. I was then told that the vehicle failed the compression test. I asked ******, the Service Advisor who I was working with, to file a claim with the warranty company where we purchased the extended warranty. I showed her the paperwork for the Walser Autoguard warranty contract. She said she would. She told me she should receive an answer the following day. A couple weeks went by and she never called me or my grandson. After a few attempts to reach her over the following weeks I was finally able to talk to her in mid April 2024. She said that the warranty company denied the claim because it had expired. I asked her who she filed the claim with, she said Hyundai. I explained again that she was supposed to file the claim with Walser Autoguard. She said she never got the info from me. I reminded her that I did give her the warranty info. She replied she found it in her records and would file a claim. Again, she said she'd receive an answer in a day. To date I have not received any correspondence from her or Walser. I spoke with the warranty company on June 5 and no claim has been filed. NO ONE at Walser ** will return my calls. I have spoken with 2 different people at Walsers ** and both said there was no reason the claim shouldn't have been filed and a manager would call me. To date I still have not received response.

  

  Business response

  06/24/2024

  Walser sincerely apologizes for its confusion in getting this warranty claim properly filed with Autoguard.  Customer's vehicle is currently in **********************'s shop, and the engine replacement will be covered by the customer's Autoguard warranty.  Apologies again for the inconvenience.

  Customer response

  06/28/2024

   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.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped my car off on March 12th to get an estimate for repairs after it had been attempted stolen. They did not communicate initially that the inspection itself would cost money until it showed up in my estimate/account. I agreed to the inspection after calling them and talking to a sales representative. Once I paid the $208 for the inspection it was impossible to get ahold of anyone. Starting around 03/20 I tried repeatedly to call different departments as I was trying to sell my car. I called and left voicemails to multiple different departments and not a single person returned my call. I have tried multiple different days and times to get ahold of them with no luck. I have left voicemails and sent a message to the provided number and nobody has responded. Approx 1 week ago I left a review on their ****** page and the manager left their phone number to contact. I called this number yesterday and again was sent to voicemail and have not heard back. I had the company buying my car call them as well and they transferred them to some other department and then said they would return their call on 03/21, but they have not and it is currently 04/02.I needed them to contact this company so that I can get rid of the car and they have not followed through.On top of that, I needed to let them know that the window plastic that they applied to cover my busted window was not securely put in place. Because of their lack of answering the phone and my inability to get ahold of them OR get rid of the car, it is likely I have further damage to the vehicle due to their neglect and poor workmanship from snow and rain we had.

  

  Business response

  04/16/2024

  Walser apologizes for the miscommunication and has refunded the customer $300.

  Customer response

  04/18/2024

   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.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dealer advertising and attempting to sell vehicles with capability to tow; though this has not been supported for about a year due to a recall with no apparent end in sight. Towing information for the 2023 Palisade listed on dealer website, though no disclaimer of not currently being supported. Towing was also verbally discussed no less than 6 times with multiple sales people; again not mentioned. After receiving a curious well-above market trade in offer, the credit application submitted. Just prior to signing for the vehicle, I had asked about the trailer tow setup and pressed for a timeline, only at this time was it volunteered there was a recall. After becoming aware of the issue, I asked various sales people specifically about the recall; all were aware, one even advising "we had to refund other customers for this...". Obfuscation on the topic continued advising parts will be arriving soon, they are in production, use an aftermarket part, don't use and aftermarket part as it will void your warranty; only later acknowledging there is no fix / no end in sight. In an attempt to remedy the sale still, a 2022 ************* was suggested, though this too was subject to the same recall. I would have waited on the vehicle if if the pertinent information was known thus keeping my current tow vehicle. Instead I had wasted hours in this process and summitted a credit application in good faith only to find out a well known issue was never advised. This dealer appeared to make every attempt to sell a vehicle regardless of a well known issue and that it would not suit my needs.

  

  Business response

  01/02/2024

  Walser apologizes to ****************** for his experience at our store.  There is absolutely no intent to conceal the fact that this model is subject to a recall fix that is required before enabling towing capabilities.  That fix is now available free-of-charge.  The vehicle specs shown on the website are auto-created based on the manufacturer's specifications, as is the case with virtually all auto dealerships.  

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