Complaints

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• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2014 **** Fusion that I purchased on 12/30/2019 with a down payment of 3,000 that was including the warranty, then I decided to refinance on 6/14/2021 with an all-new warranty that is good until 2024. I brought my car to tire man on October 14th because the coolant was going out fast and that had never happened, so they did a flush. On November 13,2022 my car stopped working and all the lights came on as in the engine light and the tools light came on. I called the towing company to have my car towed to the dealership that I bought it from which was Taylor Hyundai in Toledo, but the lady had told me that they don't service cars there even though I had talked to mark who is a financer there who did all my paperwork when I bought the car. So, I decided to tow it to ******* **** in Maumee because that's where my warranty was also going to work since it was a **** dealership. They were really rude to me, and the customer service was horrible, they told me that they didn't take appointments for cars being towed in even though I had scheduled my car to be looked at on Thursday the 17th they said they wouldn't touch my car until I put money down. So, I told them to go ahead with the diagnostic then to call my warranty company at preferred protection plan, when they finally go to look at my car they told me that their was coolant in my engine and that the engine had misfired and that I needed a whole new engine that would cost me 8500 and I have only had the car 2 1/2 years I asked him how long does it take a cars engine to go bad and he wouldn't answer me. So I called at Taylor Hyundai and mark talked to the manager at ******* named **** and told him about the situation and he told me to basically make ******* fix my car even though I had bought it from taylor hyundai and he told me that my warranty wasn't going to fix the issue because it wasn't a lubricated part and it was a manufactures default. So I called the **** company, ******* and they said it wasn't a default.

  Business Response

  Date: 01/18/2023

  [BBB Transcription via Email]

  RE:  Taylor Hyundai of Toledo
              ******** ******* 
              BBB #********
              2014 **** Fusion SE FWD
              *****************
  
  
  Dear Ms. ********:
  
  Thank you for bringing the concerns of customer, ******** *******, to our attention.  I have now had the opportunity to have the complaint reviewed by individuals familiar with this transaction. 
  
  I am advised by the Manager, ***** ****, of the following facts.  Back in December of 2019, Ms. ******* purchased a used 2014 **** Fusion from Taylor Hyundai of Toledo.  At that time, she also purchased a third-party extended service plan through the Service Group. The Service Group’s an extended service plan provided coverage for twenty-four months or twenty-four thousand miles whichever expired earlier.  This coverage would have expired by no later than December 30, 2021 or 106,375 miles, whichever was earlier.  
  
  Ms. ******* advises that on November 13, 2022 there was an issue with her engine failing.  Although, Taylor Hyundai can sympathize with Ms. ******* about this difficult situation, from her own complaint its certainly appears that any issue she may have, would be directly with ******* **** or the warranty company from whom she purchased a new service warranty on June 14, 2021.  
  
  Similarly, Ms. *******’s complaint states she was poorly treated, including employees at the **** dealership being very rude. This is something she would need to bring up with ******* ****, as this would also be out of the control and responsibility of Taylor Hyundai of Toledo.  
  
  I hope this helps to explain Taylor Hyundai of Toledo’s position regarding this matter.  As always if you should have any additional questions, please do not hesitate to notify us.     
  
  
  
  Very truly yours,
  
  TAYLOR AUTOMOTIVE GROUP
  
  
  
  ***** *. *******
  CEO & General Counsel
  Direct:  ************ 
  ************************