Hyundai~Horrific Service Department Complaint - Service or lack there of
CHARLESTON AREA, SOUTH CAROLINA -- My mom purchased a Hyundai Sonata in May of 2003. She absolutely LOVED that car. the problems began the Wednesday before Thanksgiving of 2005. She heard a noise, and brought it into the dealership as the car was under warranty. Low and behold, the technician could not hear the noise, convinced her that she needed a radiator flush to the tone of $100+. Less than 2 weeks later, she is back at the dealership because the noise has not gone away but gotten worse. This time, when she pulls in the driveway everyone can hear it. This time they tell her the idle pulley needs to be replaced but of course, they do not have the part. They order it, on Dec 7 which is a Wednesday the car is back at the dealership for the part to be put in. On Dec 10, the car is back at the dealership again, because the noise that was there from before Thanksgiving is still there. On December 17th, the car goes back in for yet another new part, this time the water pump, which they noticed needed to be replaced when they did the idle pulley but did nor said anything.
Still had the noise through the rest of December. On December 21 drop car off again, they have it from 8:30 am to 4:30 call to pick up the car because it is all fixed. Yeah RIGHT!Less than an hour later the noise is back and we call the service department who said "We are not going to replace your engine." Never mind the fact that no one asked for the engine to be replaced! Car back at the dealership in January because the check engine light comes on, but still have the original noise. Call dealership to say car is coming in due to the check engine light, and are told, by the service department manager mind you. I have a life outside of Hyundai and things to do when I leave here, so if you are here before I leave great if not you'll have to come back another day. Once we get there, since we have called Hyundai USA and miracle of miracles, the service dept manager has decided to stay to. They even give her a rental car. SO, after she leaves service she decides she wants to speak to the General Manager. While she is speaking with the General Manager, guess who shows up with tons of attitude, you guessed it, the Service Manager, and interrupts whenever she or I try to speak. Well they keep the car for a few days, and ta da, the noise is still there when the car is returned. By know several calls have been made to HyundaiUSA customer service about the situation, and they decide to bring in a District person, well about time right. Well, the District person sees the car on Jan 27 and is the actual first person with Hyundai to actually hear a noise. They keep the car again for a few days, giving a rental car. When the car is returned, still have the noise! The car goes in a couple more times, and get the "Gee, don't know what to tell you." ON February 14, the check engine light comes on again, which is the second time in as many weeks, and yet another trip to the dealership. On February 19 the check engine light comes on again!
This time, my mom decides we should not bring the car to Victory Hyundai on Savannah Highway in Charleston, SC since they seem not to know what they are doing. We take the car into Altman Hyundai in North Charleston, which is quite a drive from where we live. Go in at 10 AM out by 1:30 with the check engine has gone away and have scheduled appointment for 2/21 for them to finish up with the mystery noise. My mom shows up at Altman for the 9:30 appointment, and at 10:15 she is told, oops, we forgot to mention we needed to order the part, guess you don't need the appointment afterall today. So, she leaves to run a couple of errands, and well gee she is no further down the road than 10 minutes, and well, the check engine light has come on again. For those keep tract that is 4 times in less than 1 month. When she brings the car back, the sales manager is no where to be found. Typical right? When he finally does appear 2.5 hours later, he is the one who is pissed because a meeting he was in was interrupted. No one seems to know what the problem is nor can they fix it. I know that we have called Hyundai USA at least a dozen times, with complaints trying to get something jump started, and we are treated like the bad guys with the dealership.
If you want a great car, you will probably love the Sonota; however, the problem that you will find is in the ability of the service department to actually fix the vehicle when the time comes. There recurring solution is to sell my mom a new car even though she is upside down in her payments. Buyer definitely BEWARE! Customer service all around stinks. No one wants to take responsibility to fix the problem nor do they want to give the information of a supervisory person so you can follow the chain of their command!
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