ComplaintsforRusty Wallace Hyundai

• Initial Complaint

  09/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had some warranty repairs completed and I am rather suspect if any were even completed. 1) water inside the taillight assembly: After a replacement, I have the same issue, with water getting inside the taillight assembly, the very next day. . I don’t even think it was replaced. I can’t imagine a coincidence on a rare issue. If a new taillight assembly cost $594.99 including install, it should not have a leak at that cost. .I’m not sure how they bill Hyundai. Brake fluid leak ( SAFETY) A hydraulic unit assembly replaced, totaling $1392,03. Since I question if the Taillight assembly was even replaced, I certainly have the right to question the brakes, a huge safety issue, I’ll monitor brake fluid levels closely. I shouldn’t have to put one bottle per 1000 miles in new car with 3000 miles. 2) two other manufacturer defects denied. -climate control screens scratches - Rear window has an internal defect On 9/5/24 when I dropped my car off at Rusty Wallace Hyundai for some warranty repairs. The car had 2808 miles, at the time of drop-off.

  Customer response

  09/24/2024

  Hello. I still haven’t had a response. Any suggestions?

  Business response

  09/25/2024

  Mr. ****** came in on 9/5/24 for water build up in the tailgate assembly and excessive brake fluid leakage. For the tailgate assembly, we found the inner lamp cover seal was deformed. A new tailgate assembly was installed to fix this concern. In regards to the brake fluid leakage, the ABS module was leaking due to stripped brake line threads. The ABS module was replaced and new brake fluid put in. Both of these concerns were manufacture defaults. Repairs were completed and customer picked up vehicle on 9/10/24. Mr. ****** was provided a loaner vehicle (2024 Kona Limited) for 6 days in which this and the repairs were fully covered under warranty at no cost to Mr. ******.
  
  As for the concern with billing Hyundai. Pictures are taken of all parts considered faulty and is reviewed by the service manager for warranty approval. The service manager deemed the repairs were necessary and we performed the services based on their approval. As for the Climate Control screen scratches and Rear Window defect, The service manager declined the repairs. Based on the pictures the service manager determined the issues with the control screen were not a factory defect and deemed the back window issue to be customer inflicted. I have attached the pictures from the multipoint inspection in which Mr. ****** signed at the time of drop off.
  
  We spoke with Mr. ****** shortly after the repair and listened to his concerns. He is upset over the window and screen not being covered under factory warranty parameters. As for his concerns over the tailgate assembly. We told Mr. ****** that if the tailgate if it is still holding water, we will happily re-inspect the vehicle and see if anything else could be causing the leak. Mr. ****** did mention his doubts that the work was actually completed, in which we told him," The faulty parts were still on the premises if he would like to see them." In which he declined and parts have been disposed of. Subsequently, our owner has tried calling him and he has not returned his call.
  
  In conclusion, I have attached all the pertinent documents relating to Mr. ******. He is a valued customer and we want to take care of his concerns. However, we are limited to the manufacturer on what is and isn't covered under warranty. 
  
  Thank you,
  
  Daniel *******
  Service manager
  Rusty Wallace Hyundai

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩