ComplaintsforJack Carroll's Skagit Hyundai

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have requested paperwork to cancel my extended warranty and this business refuses.I want the extended warranty cancelled and the funds deposited to the back end of the loan

  

  Business response

  12/14/2023

  ******************, has contacted me recently and was sent a cancelation form immediately following our conversation on Tuesday Dec. 12th at 2:15. He needs only to sign said form, take a picture of his odometer and send both items back to us and we are happy to process the cancelation. In speaking with ****************** he expressed a number of different issues he is currently experiencing with his vehicle. We did encourage him to wait to cancel until he can have the vehicle looked at in case some of the concerns he has might be covered repairs. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spoke with Skagit Hyundai the the week of May 29 2023 and asked if they could fix my vehicle as it lost the ability to shift past third gear. They told me yes so I had it towed to them on June 5, 2023. They informed me that a loaner was not available. On June 8th I received an email with notes on what needed to be fixed. My husband called and spoke to ****** to find out what was and wasn't under warranty. A loaner was still not available. On June 12, 2023 I received a revised triage text and authorized everything to be ordered on the 13th. On June 26th I called to get an update on my vehicle and ****** told me that all of my parts had come in and I could pick my car up on May 30. On May 30 I called to verify that I could pick my vehicle up and ****** told me that they were still waiting on my turbo. I asked him why he hadn't called me and he said that he was planning on calling me that evening. I asked when the part was expected and he said July 10, 2023. I asked if a loaner was available and again he said no. I voiced my frustration at the fact that I had yet to receive a single phone call from anyone at Skagit Hyundai with a status of my vehicle. On July 10th I called them to find out that my part still had not arrived and was now backordered until the 21st. ****** stated that he would call and see what he could do to get me a loaner and promised to call me back. At 5pm I called and ****** answered and said he was talking to someone about a loaner and would call me right back. Of course I did not receive a call. I called July 11th at 12pm and left a message for ******. I called again at 2:27pm and left a message for ******'s manager ****. I told both ****** and his manager that I would be filing a complaint with the BBB. The lack of customer service is amazing. I still to this day have never received a single call from them and they have had my car for 5 weeks. Completely unacceptable.

  

  Business response

  08/07/2023

  Thank you for bringing Mrs. ******** concerns to our attention. Unfortunately, due to economic concerns we do not offer loaner vehicles at this time. We do have rental vehicles available on warranty repairs of which Hyundai covers the cost. These are offered on a first come basis. Hyundai must approve a customer prior to us putting said customer in a vehicle and also limits the number of vehicles we can have in service at any given time. Currently we have 10 vehicles in service. Approximately, 25 vehicles come through our service facility per day. With the increase in backorder parts we are seeking approval with Hyundai to expand our fleet. Backorder parts are more and more of a challenge to acquire in a timely manner. There was confusion as to whether Mrs. ******** part had actually arrived and we apologize for this confusion. We have had a number of new employees both in parts and the service drive which is affecting our ability to provide the level of service and communication our customers expect. We are working diligently to resolve this issue. We apologize for the lack of timely communication. It is my understanding that at this time we have been able to provide Mrs. ******** with alternate transportation and are working to acquire the required part to complete the repair on her vehicle. The required part is a turbo that currently we cannot offer a timeline on when we will receive. When we ordered the part everything appeared to be normal. However, the part was later placed on backorder. When a part goes on backorder we are not given an ETA. We will keep Mrs. ******** apprised of any information we receive in regards to the arrival of the required part to complete the repair. We apologize for any inconvenience this creates.

• Initial Complaint

  11/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am lodging a formal complaint regarding Skagit Hyundai business practices. I had placed an order for a Hyundai ********************* Black on Black. Around the first part of November I called for the status of the car. ********* my sales rep did some research and stated it was expected mid-November. A week later I called back to notify him that I would be on vacation when it expected to arrive. I stated I would pay a deposit if need. He had spoken with the two sales managers and they both stated it would be held until my return back on the 29th. ********* also stated that the *** number was provided to back office so that the car was allocated to me and would not be sold to someone else. I called the day after Thanksgiving to find out the status of the car (if it arrived or not) and received a call back the following day that it sold. That is when the situation turned. All of sudden the car was gone and I was being offered a different vehicle I stated when is the next one coming in? I was notified the one in December was going to the Sales Mangers neighbor.This is unacceptable business practice. I would not be so irate but their mistake is costing me money. My interest rate is locked for 45 days but the next time the car I ordered will be available is not until January.I have lodged a formal complaint with ********** ************************* as well. Their business practices are unacceptable and consumers should not be lied to or bait and switched.My hope is that they can rectify this situation. I have sent an email to management and forwarded my complaint to ********* the sales ******************** none of this was in writing but conversation with several phone calls. However, the sales rep indicated that he too had notes that the *** was allocated to me and not sure what happened. Now I dont know when or if the car will arrive and I have not heard back from management.

  

  Business response

  11/30/2022

  first and foremost we would like to apologize to ******* for the confusion created by our communication. We do not take deposits on inbound units. In todays inventory environment it has become common for our customers to put their name on an inbound unit. Once we commit an inbound vehicle to a customer that vehicle is no longer for sale unless the customer decides not to accept delivery. In this particular case our product specialist was confused about the inbound unit and who it was assigned to. The vehicle that is referred to was prioritized prior to Jilians vehicle and in fact are two separate vehicles. Neither of which has been delivered to us at this time. We do still have an inbound unit with her name on it and are **************** upon arrival. We cannot guarantee when the vehicle will arrive. We take full responsibility for the confusion and are disappointed that we were not able to serve our customers needs. Going forward we will make sure and use this as an example and train to ensure this does not happen again. Lastly thank you ******* for bringing this to our attention so that we may improve.

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