ComplaintsforHyundai of Anderson

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car for a recall engine replacement. The dealer took almost a year to replace engine. The dealer replaced a recalled engine with a used defective engine. The engine failed after less than 2 months. The dealer is refusing to fix the problem.

  

  Business response

  04/10/2023

  The engine was replaced with the engine Hyundai Motor America provided under the warranty extention (NOT A RECALL) and the engine was a remanufactured replacement (NOT USED).  At this time there is not an issue with the engine, the problem is the transmission that needs replacement, a separate issue, which is not coevered by any warranty at this time.  As we do not make the approval or not for warranty work, Hyundai Motor America (HMA) is the sole decision maker on if an item is covered or declined.  We suggest the customer makes contact with HMA consumer affairs department if they are unhappy with their decision.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The passenger side rear window regulator on my 2014 ******* ***** failed and left the window down. I booked the car into Hyundai Anderson for repair at 1.30pm on Monday 6th March. Their Service Assistant did not advise how long the repair would take so (having been followed by my wife in another vehicle) I asked if it might be wise to leave my Hyundai overnight which he affirmed might be better. During the week I attempted to contact the Service Dept on several occasions but each time their system directed me to voicemail message. I requested a reply but by the following week no one had contacted me. After yet a further week I still had been unable to connect to "Service" so I opted to choose "Sales" on their system and complained (to a lady called Heather) about the delay and that no one had contacted me. She connected me with another employee named Zeke who promised to look into matters and definitely call me back that same day. He warned me that the repair could cost about $400 and I confirmed my acceptance of such possible charge to expedite getting the car fixed. . Zeke never called me back.. Accordingly, now thoroughly disgusted, I emailed Hyundai USA and reported the matter and duly received an email informing me... " We have assigned your case to our National office. Our National personnel will work with Hyundai of Anderson in order to address your concerns. You can expect to be contacted by a case manager from Hyundai Consumer Affairs within 3-5 business days with an update to your case. Your case manager will be calling from an ***, ***, or *** area code phone number. please feel free to contact us and reference case number ********. Respectfully, Hyundai Customer Care This message was sent to me TEN DAYS ago. Neither Hyundai or their local dealer (Hyundai/Anderson) have therefore contacted me since I complained to Zeke (now more than 3 weeks ago!) Two years ago the opposite window failed and was repaired instantly by ******'s, Kingman AZ.

  

  Business response

  03/28/2023

  there is only one part available in the counrty which is why there is such a delay.  I have to say our communication was below our standards.  We have now followed up with the customer and have a better time frame of completion.  In an effor to satisfy the customer I would like to offer a $100 discount off the original quoted repair order.

  Customer response

  03/28/2023

  I appreciate that Hyundai/Hyundai Anderson have stated that " there is only one part available in the country which is why there is such a delay.  I have to say our communication was below our standards.  We have now followed up with the customer and have a better time frame of completion.  In an effort to satisfy the customer I would like to offer a $100 discount off the original quoted repair order."
  

  
  

  Clearly it is a matter for the Business to deal with its level of communication with customers but their  Business Reply  meets my expectations and hopes for satisfactorily resolving the matter at this time.

  
  

  The original request (by Zeke) for my confirmation to proceed with repairs at  a  cost of " around"  $400 was given by me in good faith although I should add that it was his estimate at that time. However the same fault had occurred slightly over three years ago to the opposite window (driver's side, rear) and I have a very detailed bill amounting to $340.56,  dated  08/16/2019, received at the time  from my (then) local Official Hyundai Dealer,  Martin S***** of Kingman, Arizona.

  
  

  I trust I will be contacted by Hyundai/Anderson reasonably soon when my car has been repaired and is ready to pick up.

  
  

  Kind Regards and thanks,

  
  

  ****** ***** *********

  Customer response

  04/17/2023

  I thought I had updated you after receiving  queries from Cindy R***** and I confirmed everything was resolved to my satisfaction. I also confirmed the same to Hyundai's USA office (in California).

  
  

  However my computer has being " playing up" , especially as ********* decided to update it. I sometimes get into battles because I insist on my own choice of browser (*****) and quite a few  computer organizations and even some banks try sometimes to pressurize me into using **** or ****** instead.  I know what their problem is...***** are very successful at blocking advertisements (to my satisfaction) and competitors loss of advertising revenue!

  
  

  Clearly you did not receive my response so allow me to clarify. My complaint has been fully and very amicably resolved through Hyundai (California) and our local dealer Hyundai/Anderson. Seemingly there was only one regulator in the entire parts stocks in the USA, evidently because our particular vehicle, their Azera, has not been imported for some time although the Korean version, called the Grandeur, is alive and well. 

  
  

  The vital part was sent to Anderson and fitted immediately.  The total bill, after deducting the discount which had been offered after your discussions with Hyundai came to just over $700. At that point my wife produced the bill paid a little over two years ago to the Hyundai Dealer in Kingman, AZ for $360 for the identical part replaced  (to the opposite window) and all labor costs. At that point the matter was resolved by the Service Manager agreeing to charge $450 on this occasion and we accepted that service costs may have increased over the fullness of time,

  
  

  I take this opportunity to thank BBB for your valued assistance which enabled my grievance to be dealt with promptly and, for me, very successfully.  On many occasions I have sought and obtained very useful knowledge from you before making purchases or dealing with sundry vendors by checking their "standing" or history with you and I have advised friends to act accordingly on occasion.

  
  

  Kind Regards,

  **** * ****** *********

  (** ******* Way, *******, SC 29631)

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