ComplaintsforPatterson Tyler CDJR/Hyundai

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in Jan 16, I had an accident due to icy road condition. I had my car taken to Hyundai collision and ******, the one assigned with my vehicle, told me it will take 1-2weeks to get my car repaired but it took more than that. I got my car back in Feb 16. Their service is horrible. ****** barely gave me updates on the status of the repair. I got my car with scratches and the paint job they did is not good. My car also sustained hail damage because they just let it sit on their lot. I spoke with ************************* and he just gave me a bunch of reasons to not take responsibility like ****** is new and still learning how to do her job, that the technician who was in charge of my vehicle is new, that it took them a while to wait for the insurance approval, that getting parts takes longer (but they only ordered parts from Whitehouse, here in Tyler, ****** and ******* is the farthest). He also said that they have a lot of cars to fix and not just mine. I totally understand that but they should have not taken the job if they could not deliver what they told the client that it will only take 2weeks. I could have decide better not to take it there and find a better collision place in town but I trusted them and this is what happened. I asked ***** to show me proof/transparency that it really took longer than what they told me but he said he does not have that capability. However, the paperwork stated 14days to repair and the number of hours for labor/repair. My vehicle's job number is ********. I'd like to see their transparency by showing the log for my vehicle repair, when did they order parts and when did they receive it, also when did they start the process for repairing my vehicle. PS. I am unable to upload the pictures because of the size. Is there a good email where I can send those pictures? Thank you kindly.

  Customer response

  03/07/2024

  Hi,

  First of all, I would like to thank BBB for helping me with my complaint. The assistance you provide is very helpful to consumers and is very much appreciated.

  I would like to inform you that the business I file complaint with has responded to me and it is favorable to my request. The manager, *****, told me they will repair my vehicle. However, I still would like to leave this case open until they are done fixing my vehicle. They has not started with anything yet as they are still trying to figure out the loaner vehicle they will provide me while my vehicle is under their possession. I'm still waiting for the loaner vehicle before I can take my car and get it repaired. I will give updates once my vehicle is already fixed and repaired.

  Once again, thank you for your kind assistance with this case. 

  Sincerely 

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

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  01/11/2024 I took my new Jeep to the dealership for its first service. I was scheduled for a 1:00 PM appointment, for an hour and a half. The fact it took them over two and a half hours to get the Jeep into a service bay before even starting the work is not the problem. The problem is the work they said they completed was not done. The Jeep requires a tire rotation, but they did not do it. After inquiring about it, they took it back into a bay and completed the task. However, the document I signed said all service items were complete. How do I know any of the service checks were done? Including the oil change. I called to speak with the ** and of course, he was unavailable. I spent over 80k for this Jeep. I'm very concerned none of the important service checks were completed at all. This could be a very expensive mistake to not have this vehicle maintained properly, even a new set of tires would be costly if that is all they missed.

  Business response

  01/15/2024

  Spoke with Mr ****** Explained to him that what had happened was an honest mistake and that the advisor had gotten 2 cars confused.  Again apologized very profusely and made him aware that with every vehicle that we look at gets our multi point inspection.  Went over the info with him again and to what we do/did and everything that was inspected.  By the end of the conversation he was ok with everything and understanding. 
  
  

  Customer response

  01/17/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June 2023 we dropped off our vehicle 2014 Hyundai ******** vin #***************** for a warranty repair, it was fixed and returned to us 3 months later. We had the vehicle for 1 1/2 weeks and then same issue so we returned car to dealership for repair . From last week of June till present time , there has been no repair done. They were given a checklist by warranty to do and have not made any progress for fear of not being paid. It has now been 7 months and warranty has assured they would cover labor . When we call for updates we get unanswered questions . We are just done of not being taken seriously, because we have beeen making payments on a car we cannot drive for the last 10 months .

  Business response

  01/05/2024

  Patterson Hyundai agrees with customers statements of timeline of events involving stated vehicle repairs. However Patterson Hyundai is not the retailer of the vehicle, warranty or now engine warranty since previous repair. We can only follow the instructions of customers warranties that have no affiliation with our companies. Patterson has supplied warranty companies with all the information requested numerous times. With that being said the latest communications with C&K Engine Warranty to Patterson Hyundai on 1/4/24 is that we would have a remanufactured engine sent to Patterson by 1/12/24 if we receive the engine by that date we can have installed and ready for delivery by 1/17/24. If the warranty company does not fulfill its obligations or supplies another defective motor this will not be possible and would respectfully ask customer to negotiate settlement with with EFG Warranty or C&K Engines for future repairs.

  Customer response

  01/05/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a VW Atlas in April 2022 from Patterson VW in Tyler Texas. At the time I purchased the car, I was told that I would be given a loaner car when work was being performed on it. Just call in advance to set it up. Two weeks ago I was informed that a warrant part for my car had arrived and I needed to schedule a day to drop it off because it would take the whole day to fix it. I asked for a loaner car at that time, due I live an hour away from the dealership and just didnt want to sit there all day. I was told to call the day before my appointment to see about a loaner car, my schedule appointment was September 7, 2022. I did and I was told they dont have loaner cars for their customers. The service department was rude when I explained my situation and refused to do anything.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my vehicle towed to Patterson Hyundai on 01/31/22 to be repaired. The vehicle sat there for about 4 days before it was looked at and diagnosed. The service writer told me the engine was trashed and would have to be replaced and that it should be covered by Hyundai’s 100,000 mile warranty since the vehicle only had approximately 63,000 miles. Each day I call to check on my vehicle and get the same answer, that they are waiting on Hyundai’s approval to do the work. I think 15 days is unacceptable to start repairing our vehicle, especially when they say they don’t have a loaner vehicle for us to use.

  Business response

  03/14/2022

  We certainly understand the customer's displeasure with the amount of time it has taken to diagnose and submit for repair authorization to the manufacturer.  Unfortunately, we are still waiting for the manufacturer to approve the repair.  Additionally, the warranty repair does not provide for alternate courtesy transportation.  

  Customer response

  03/17/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I wasn’t told that a rental vehicle was available for $10 per day until after Hyundai admitted the problem was engine failure and that a new engine would have to be ordered. Only after the engine arrived and we had to waiting line to have our engine installed we’re we told a loaner vehicle was available. We were finally notified today that our vehicles repair is completed and ready to be picked up today, 3/16/22.
  Sincerely,
  
  M****** C****

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