ComplaintsforFuccillo Hyundai of Watertown-Fuccillo Subaru

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 31, 2022 my car had a flashing check engine light, it had to be towed to Fuccillo on August 1st. Leaving me no vehicle. There has been numerous excuses as to why they cannot give me a loaner; they only have one and someone else with a blown engine has it and the other loaner was in an accident and they are fighting with the insurance over it. They cannot get me a rental because Hyundai has to approve it, BUT they had to do all the testing to submit to Hyundai which was another lineup of excuses. "Eric" the technician hurt his back on August 4th, they expected him back to work August 5th which he did not come in, Monday August 8th the new excuse was that "Dani," the warranty clerk I assume, was on vacation so they could not submit for the rental. I took matters into my own hands and contacted Fuccillo corproate offices to make a complaint which also got me nowhere, the manager called me back telling me that they were not excuses and they were doing everything the way they have to. I contacted Hyundai trying to have them help me, my case manager, Amanda, finally called me back Thursday August 11th to state that I could pay for a rental and they would reimburse me because Fuccillo was likely to take a few more days and my daughter had an appt that I needed to get her to. So I paid for the rental, which has to be returned today August 18th. The refund has not be initiated because Fuccillo has not sent the open repair order as requested by Hyundai. This weeks excuses have been; "John" the master tech broke his foot August 15th, therefore the additional pictures and videos could not be submitted, Tues Aug 16th...for sure broken foot, Wed Aug 17th....Dispatcher "Ernie" said my car was 2nd or 3rd in line to be brought in for requested info, Thurs Aug 18th.....Dispatcher "Ernie" now on vacation and the tech says everything should be submitted by next Wednesday or Thursday. 3 weeks with no vehicle to get to work and other necessary places! What can be done?

  Business response

  08/19/2022

  We submitted the required claim information to HMA on August 10th. HMA responded with a request for additional information before they could process the claim. We will be able to send the the new information they requested by tomorrow August 20th. We would hope to get a final response by Monday August 23rd. Should HMA approve the claim, we would then be able to provide Ms. ******* a loaner car to her at no charge.

  Business response

  08/24/2022

  We did not get the information to the manufaturer in the timeline that I stated in my last response. At this point we will provide amber a car to drive at no charge until hyundai makes there dtermination. ***** can call myself or Tom T*********, service manager at ******** to make arrangements.
  
   Kevin M*****, GM

  Customer response

  08/24/2022

  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.  Thank you, take as long as you need to fix my car. My concern was having reliable transportation to get to and from work daily and my kids to their appointments or extra curriculars! Times are tough right now, even tougher when having to miss work initially and then pay for a rental and wait for reimbursement.  Regards, ***** *******

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle in on 7/28/22 for a scheduled appointment for warranty work. They refused to do the required test for the covered warranty work until I paid them money. When my husband spoke to the manager he refused to do any other warranty work unless we paid them and also said if we didn't like how he does business we could go to a different dealership. As of 11 days later they refuse to give me an update as to what is wrong with my vehicle, have refused to give me a rental(which is required when having warranty work done), I have asked several times to pick up the vehicle and they have made excuses as to why I have to wait. There are 2 open recalls they are required to fix and still have not fixed in the last 11 days.

  Business response

  08/11/2022

   Per the guidelines with ******* Motor Company , the provisions of providing a rental car under their warranty can not be given until proper test procedures are performed and submitted threw their warranty portal .this time line can take up 7 to 10 days depending on repairs and the shop schedule . This authorization was given from ******* Motor Company on  August 9th , 2022 . Ms **** has been provided a rental starting on Aug 9th ,2022 until parts become available and repairs are completed . the recalls will be completed upon the completion of the engine replacement .

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Engine needing replacement under warranty with Hyundai. Understanding Covid and work shortages, understood time. Then in mid December, was told car went into shop for engine to be replaced and would be finished in about a week. Week later, called for update and was told it never went into the shop and was still waiting in line. About week later, got phone call telling me was going into shop to finally get replaced. Asked about NYS inspection being completed as it would be overdue by time leaving shop. Told would be completed when picked up. Go to pick up, informed that NYS inspection not completed due to needing to drive 100 miles. Asked for cash out ticket and told they could t provide at time of pick up due to needing rental information and would mail. Asked for documentation about inspection, told they don’t give anything and to just bring any tickets in and they would sign off on them. Also told at pick up, battery was basically dead and informed I needed to replace it, and they said it was not related to sitting for just shy of 7 months without being used. I had to pay to replace the battery on my own as it seemed like it didn’t wanted to start on lot and next turn on, but did turn over. When going back for inspection, headlamp had blown night before. Was charged 60 dollars for half hour of “LABOR” to replace headlamp that was already opened as I attempted to personally replace, but got wrong part when picking up. Was told that they would discount the inspection part, after previously being told that it would be part of the engine replacement, being the reason I went back for them to complete there. To replace headlamp only took them a few minutes to replace, & it wasn’t half hour from time Rep spoke to me until cashing out. Still waiting to receive cash out paperwork as issue with another customer and my account becoming mixed together& giving incorrect address on my file, leading to more issues during the process as well.

  Business response

  03/16/2022

  I spoke with ******* ******* this morning in regard to her issues. Her request to be reimbursed for her out of pocket expense to replace the battery and NYSI seemed reasonable to me, based on the amount of time the vehicle was here.

   

  We will send out a check today or tomorrow. ******* stated she was appreciative of the response from me and happy with the resolution. Feel free to contact me with concerns.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A rear strut that was under extended warrantee broke and a call to Fuccillo Subaru Service in early September confirmed it was under extended warrantee and would be replace at Service Department for free on October 11, 2021 (the earliest time they could get me in) at 9:00am; a 40 mile drive each way from my home. I arrived for the free warrantee replacement but was told that the extended warrantee expired September 18, 2021. I explained that Service had scheduled the appointment prior to September 18, 2021 and that this was the earliest time I could have this done. They said I would have to pay for the replacement, which I declined since I had made the claim prior to September 18, 2021 and they had scheduled the appointment for a time after the warrantee expired.

  Business response

  11/23/2021

   Subaru was willing to make a "one time goodwill repair" for Mr. ********. The repair was completed on 11/11/2021 at to cost to Mr. ********. I believe Mr. ******** is now satisfied. Attached is a copy of the completed repair order. Let me know if you have any further questions.

  Customer response

  11/23/2021

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ***** ********  

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