ComplaintsforWilson County Hyundai, Inc.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  01-25-2024 2015 Hyundai Elantra bought 11-20-2017 with ***** ********** by ************************* Paid cash (a blank check) at $16,000.00 and with this he requested extended warranty. They were also to do something else but I do not remember what. I have had many places on the car the the paint has **me off. Taken it to many auto paint ** including two Hyundai dealers. Said it was rock damage which there is no way from where the paint was **ming off. Now the transmission stated acting up. I was told by case manager ***** to have it towed to Hallmark Hyundai and have them look at it. Needs a new transmission. Went several times to find out what was going on. Since I am renting a car at this time. Told they were talking with the case gentleman and had ordered the transmission. About three weeks later I got a call it was ready. Picked it up and was told that I owe $2978.66. I was never told that it would not be **vered under warranty. Even when I spoke to the case gentleman. At this time I have ***** miles ***** told that it was not **vered under warranty Should have been **vered under warranty and rental car paid for. Per the gentleman that is like my grandfather. And has bought many cars from Hyundai and all cash sales 1. No way a cars transmission should not last longer than this one did. 2. These cars do not even have a dip stick in order to check the transmission 3. I am 68 and never had a transmission go bad on any of my cars. 4 I was told that it had the extended warranty per the man that bought it. If the salesman did not do as asked by the purchaser then that is a problem. ***************************** the salesman and did not ever look at any of the papers. That is how much he trusted them. 5. I am retired and had to put this charge on a credit card which I am now paying interest. 6. Just want the $2978.66 refunded

  

  Business response

  02/14/2024

  Hello,

  It seems your complaint is with Hallmark for not submitting your warranty details or for failing to notify you that you would have a bill.  Since we were not the company that worked on the car, I am not sure what we can do to help or why we are the object of your complaint.  Unfortunately, it is true that rock chips are not covered under any warranty but can be covered under insurance.

   

  ***** Bone

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2018 hyundai kona. Something is wrong with the motor. It's been at Wilson county hyundai over 3 weeks and I have been without a vehicle. They say all the loaner cars are out and as soon as one becomes available they well let me know. My car is still under warranty and I feel like I'm getting a run around. Today the service rep said they are waiting to hear from Hyundai about the repair.

  

  Business response

  02/14/2024

  This is a duplicate complaint with an identical one being submitted on the 22nd.  I will respond on the newer complaint.

  

  Business response

  02/14/2024

  Hello,

  This customer is in their car and the last time we heard from them, we had them following the Hyundai recommendation for a fuel consumption test.  Thus far, we have found the vehicle to be operating within normal range.  However, we are glad to continue testing under the guidance of Hyundai TEC line.  As of the moment, we cannot prove that any work is needed on this car.  Not to say it's the case here but there are some online forums advising people to smear Hyundai dealers in the hopes that we will give them a new engine.  It is not up to the dealer.  A very specific process is followed and then Hyundai uses data to make a decision.  My understanding is that the car is not at our shop, the customer is driving and we had them following Hyundai's recommendation for an oil consumption test.  If it is determined that her car is not functioning properly under warranty, she will get a loaner car while we work on hers.  Hyundai's approval is the first step to make that happen.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my car off to be repaired on my May 2nd, 2023. It is now August 17, 2023 and I had to call the dealership because I had not heard anything since July 7th when a ************************ last updated me on what was being done, which was nothing, because the previous person before her quit/was fired and she was 'catching up' on their work. Today's call (August 17, 2023) ended in the same way when I talked to a service center employee, who did not give his name, and gave me the run around yet again because ************************ quit/was fired, sometime between July 7th when she last called me and today, which has left my car not being worked on at all. My car has not being worked on since I dropped it off in May. Since May I've made car and insurance payments for a car I can not drive and that has clearly not being worked on, this is a huge inconvenience as I'm not able to use something that I'm paying for. My car is under warranty but I'm still coming out of pocket for some of the repair so they're not doing it for free, even if I wasn't coming out of pocket, so I'm confused as to why this dealership still has my car. I have record of every single conversation from May 2, 2023 until August 17, 2023 between the dealership and myself and it's clear how they have no intention on fixing my car.

  

  Business response

  08/29/2023

  Hello.  Since receiving this complaint yesterday, I have done some investigation with my *******************  The short answer is we messed up.  Your case did not get handed off as it should have and processes we have in place to prevent these situations were ignored.  These engine jobs typically take a couple of months to get approvals and get the parts.  I am sorry yours has taken longer and that we exacerbated the situation with our ***************** Manager leaving unexpectedly.

  Since I got involved yesterday, we have received information from your third party warranty that they will supply us an engine.   I am willing to move the customer to the front of the line when the engine is here and the store will pay her deductible if that is an acceptable solution.  However, the customer has asked us only to communicate through an attorney which could force us to have our attorney communicate with her attorney and we don't have an approval to move forward at this time. 

  I am willing to take responsibility where we failed and get this customer back on the road as soon as her warranty company allows.  These jobs do take time and we do not have anything from the warranty company other than an offer to send us an engine.   I will do whatever the customer wants - I will pay to tow to another Hyundai store or I can deal with the warranty company and try to get this done.  If none of that is acceptable, I can have our attorney contact hers and try to work something out.

  I would like to personally apologize for our failures here.

  ***** Bone

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