Warranty & Customer Service
I am an owner of two Hyundai Sonatas, one is a 2006, the second a 2009. We bought it for value, looks, and the terrific warranty---or so we thought. We took in our 06 Hyundai Sonata July 17 2010 to Global Auto Mall Plainfield NJ---where we purchased the vehicle--because of engine noise issues, and to have the vehicle serviced at @98,000 miles. Vehicle has 100,000 mi warranty. From the time of purchase there were issues with the engine which wobbled in the morning cold creating acceleration issues; going from second to third was a problem when the car was cold, and we took it to Global for service under warranty from the beginning. Issue improved but was never quite resolved. The engine noise came back repeatedly and was serviced throughout life of the car all under warranty, including a full service at Towne Hyundai where they indicated the engine \"was running hot\". Most recent service was at Global Auto Mall fall of 2009 again for engine noise/acceleration issues. This time when we took the car in on July 17th 2010, they initially indicated they had a loaner (that was arranged by Tom, Service agent) but when my husband got there he was sent to Enterprise Car Rental in Greenbrook for a rental costing $40/day. Tom indicated they would reimburse for the rental. Tom called us about the Sonata 6-7 days later indicating the car needed a whole new engine. They needed also all of our service records---up to 31,000 they were done at Global, after that we serviced near our home where it was more convenient. We sent all the records we had--we were missing two or three oil change paper work---our service guy moved and he could not locate those records. GLOBAL AUTO MALL told us they would not do the car under warranty, and we should call Hyundai Consumer Affairs, which we did. They indicate it is up to the dealership, while the dealer says it\'s up to Hyundai to repair under warranty---classic case of consumer ping-pong, where I am the ball. We faxed in the last of the documents we found on oil changes to Hyundai Consumer Affairs 26th, and it was indicated there would be three days needed for resolution. That would be today, August 30th. When I called today, they didn't't have fax attached to our files, so after managing to get the representative to attach it to our files, we were told it would be yet another three-four days for resolution. I indicated that was unacceptable and I wanted a resolution today---I asked that our case be prioritized AFTER SIX WEEKS OF NONSENSE! Incidentally Global Auto Mall does not intend to reimburse us for the rental amount, because they state they are not working on our car--it is just sitting there! Unacceptable! This has caused extraordinary problems for my family at home, since my daughter intended on taking the 06 Hyundai to college last week---she is now delayed, and will have to be off campus housing without her car until this resolved. We will make added trips and incur added expense to drop her off at school 4 hours away and then have her train down when car is repaired. I never had an issue with Mercedes Benz, or Audi, or for that matter Chevy Suburban or GMC Yukon regarding warranty work, or customer service. A warranty is only as good as the brand behind it and customer service is only as good as your dealer\'s personnel! Clearly Hyundai and the dealers need to understand the impact of an unhappy customer, because I will let everyone know my experience and no longer promote the brand. I will not buy another Hyundai. Incidentally I intend to see this resolved, as well as the fees back with respect to the rental car. After this, I will buy strictly German or American vehicles---this round with Hyundai was the experience of a lifetime, not just for myself, but for my two college children who will be making their own vehicle purchases in the next year.