ComplaintsforCharlie Clark Hyundai of Laredo

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon,I have a complaint and I'm looking for resolution from Charlie Clark Hyundai. Around Sept. 2023 I called Charlie Clark Hyundai here in Laredo Tx., to set up an appt for an oil change and to ask them to inspect my car because I felt it was making noises, it just didn't feel it was responding as it should. They gave me an appt for Oct. 2, the oil change was done and they told me they had done a test and that I had to go back a month later to do a follow up on whatever they did. I went back in **** and they said they needed the car to stay over because such test had to be done in day and to follow up the next morning and that it would be better because it would be better for the technician and so on, I comply with the request. After that, they said they'll let me know when Hyundai replay back to let them know how to proceed always stating that Hyundai is asking them for all this test to make sure that the problem fell under the warranty and all costs be covered, I believe I still took the car some other times in between then and now. The time before now they told me the technician didn't send them, then, that the tablets they had weren't working and the pictures were not submitted. This last time they told me that the system said they had to do a conversion chamber exhaustion test, because Hyundai was requiring it to proceed and still try to figure out if it falls under the warranty. This Past July 30th I went to their office to tell them that I was tired and I was ready to submit a claim with you all because this is outrageous. I spoke with "*******" who is a Service Advisor, and she said she will help me, that day later she got me a car loaner therefore, my car has been in the shop since that day. Yesterday the consumer affair agent told me she got news from the service manager and that he said he is just waiting for me to take my car so they can run the tests. Please help me, I'm tired of dealing with this company and I need my car fixed or replaced.

  Customer response

  09/24/2024

  Complaint: 22158474
   

   I would like to update my file by notating that this morning I was contacted by my service advisor ******* Demantel from Charlie Clark Hyundai, to pick up my vehicle. She also advised me that Hyundai is requesting ANOTHER ******************** order to comply with all test required to fulfill all the information they need in order to approve the engine replacement. As per ****, the Service Manager at the moment, is reassuring us, my husband and I, that this would be the last test needed. The last time it took us about ***** months to drive that number of miles. I don't want to discard this complaint at this time but, just to notate that we are in the process of another test required by Hyundai before they get to actually validate my warranty rights.

  
  Regards,
  
  **** ******

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a new 2023 Santa Fe in February. On 5/19/23 the vehicle failed to start and was towed to the dealership. The vehicle was returned to me on 5/20/23. The vehicle continued to malfunction (cluster/dashboard flashes while driving and it didnt start again). On 5/23/23 the vehicle was taken back to the dealership and it has been there since (today is 6/28/23). I continue to make payments on the vehicle that is in their possession and hasn't been repaired. I filed a complaint with Hyundai *** two week ago but i still havent received any updates or estimated time of return. I have visited the dealership on 4 different occasions (yesterday was the most recent) but they keep telling they dont have rentals or loaners vehicles to offer me. Yesterday I expressed concern over safety issues if I was to get that vehicle back and asked about obtaining a different vehicle. However they treated me as a new customer trading in an old vehicle and buying a new one, a deal in which i would lose thousands of dollars due to (according to them) the depreciation of the unrepaired vehicle im trading in.

  

  Business response

  07/20/2023

  spoke with *************** yesterday and came to an agreement. now he has a loaner for him to ride with till the part of his truck comes from the manufacture ***

  Customer response

  07/20/2023

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 ****** Rav4 on April 2, 2022. Two months later, on June 4, the vehicle broke down. I was unable to drive it and I had it towed back to Hyundai of Laredo dealership on June 5.. At the time of sale, they told me to bring the vehicle back for any services in order for the warranty to be valid. The warranty is not the issue. The dealership couldn't determined what was wrong with the vehicle and are taking a long time to repair it. They ordered parts that took time to arrive and that didn't fix the problem. They ordered another part now that apparently is on back order for two weeks. I called today, July 18, and now it's another two weeks for the part to arrive. I'm been 6 weeks now. We are in this predicament because the dealership sold me a vehicle that isn't good. Initially, they told me it needed a fuel pump. On June 24, I arrived at the dealership with a vehicle trailer to take it and I was going to have my mechanic install the fuel pump. At this point, they already had it for 3 weeks. This is when they told me they couldn't figure out what was wrong with the vehicle and to allow them more time to figure out what was wrong. Also, the gas tank was off and there were parts laying all around their service bay. I had no choice but to comply. On July 11, I went back to the dealership to speak with the manager, a ******************** and I explained to him how I felt about the vehicle, difficulty I was having without it, paying monthly payments when I don't even have it, and that I was willing to trade-in the ****** for a new vehicle so that I can have a car. They sold me the ****** for $31,000. I was looking to buy a new vehicle costing over $40,000. They would only give me $19,000 for the ******. I've only had this vehicle for two month of use and they wouldn't take it back for what I owe. I owe $27,000 on it. I felt that they don't want the vehicle back and offered a low trade in figure so I wouldn't trade it back.

  

  Business response

  08/16/2022

  we will contact customer to resolve issue and correct any miscommunication or misunderstanding.Tell us why here...

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During Thanksgiving week I took my vehicle to this dealership to have the oil changed. I chose this dealership because of its proximity to the hotel that we were staying in while we were deployed to this location from the Dallas ***** I left the vehicle at the dealership and later received a call from the technician "*****" I believe. he stated that the latch release on the vehicle was not functioning. he was later able to get the latch to work and advised that the cable connecting the latch to the handle had slipped off behind the panel. when I picked up the vehicle I noticed that the panel at the latch was cracked and broken. I advised the service tech of the situation. He advised that he would order the part and call me when it was in and ready to be installed. Laredo Hyundai never called back for the repair. A month passed and I returned to the DFW ***** I contacted a local dealership to my home and advised them of the situation. They advised that i would have to set an appointment for mid Feb. When I arrived at the appointment the tech advised that we would need to leave the vehicle. we left it and incurred extra Uber fees. About an hour later the tech called and advised that Laredo Hyundai would not pay for the repair unless we brought it back to Laredo(412 miles away). An additional Uber expense had to be made to get back to the dealership to pick up the vehicle because they would not be able to order or repair the vehicle for at least 2 weeks. The Uber expenses could have been avoided if the tech had said that while at the dealership. Laredo does not want to pay for breaking a new vehicle.($170)RESOLUTION: I would like to have my vehicle repaired(reimbursement) and the $51(each way) Uber expenses reimbursed.

  

  Business response

  03/04/2022

  Thank for you notifying me on this situation and will gladly reach out to customer and resolve this matter immediately. We wont and we will continue to not overlook situations like this, thank you.

  Customer response

  03/11/2022

  Complaint: 16786794
  
  I am rejecting this response because: After contacting BBB... A manager(*************************) from the business reached out to me on 03-04-2022 and requested an email of the estimate from the secondary dealer. I sent that email to him on the same day and never heard back from him. I believe he avoided my calls and messages in an effort to avert the needed time for the complaint to process(6 days). This is a very fraudulent practice of contacting BBB with a general response that they will look into it, and never do because they avoid all contact with the complainant. Now i have received a message from BBB that my complaint is closed and the business still has not contacted me or returned my calls.
  
  Regards,
  
  King Cross

  

  Business response

  04/05/2022

  I have contacted the customer. We will provide the customer with a gift card within the next couple the days to cover for the damages done to his vehicle. We will be in contact with the customer as soon as we ship out his gift card.

  Customer response

  04/11/2022

  Complaint: 16786794
  
  I am rejecting this response because:
  

  There has been no action on this since 04/05/2022 when I spoke with the rep on the phone. Rep advised that e would contact me with this "gift card" prior to sending it. I have not been contacted, nor received any mail. This seems to be the same stalling practice that happened to warrant this follow up complaint. 

  
  Regards,
  
  King Cross

  

  Business response

  04/28/2022

  since our converstion since 2 days ago we have been trying to get in contact with ************* and have yet had any luck. will continue to reach out to continue to resolve this matter. Our goal is 100% customer satisfaction. we will be responding to you all with any future details. ****** us why here...

  Customer response

  04/28/2022

  Complaint: 16786794
  
  I am rejecting this response because:there have been no calls or emails to me. ****** from Charlie Clark has my cell phone number and email address as he called and emailed me a few months ago. No contact has been made from any Charlie Clark employees. 
  
  Regards,
  
  King Cross

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