HYUNDAI Informative - WARRANTY - Customer service - warranty
MT. KISCO, NEW YORK -- I am writing after more than two weeks of unpleasant encounters with one of your Hyundai service dealerships. I purchased a new Hyundai in 2003. I have a 17 year old son and was considering giving him this car and purchasing a new Hyundai for my use, however, after this experience I have second thoughts. It is extremely unfortunate and should be of great concern to your corporation that this dealership represents the service Hyundai advertises and promises. I trust someone of authority in your corporation will assist me in the repair of my vehicle.
I have a 2003 Hyundai Elantra GT purchased new in February 2003 .
In March 2005 my car overheated and stalled as I pulled into the Hyundai service facility in Mt. Kisco. I was told I needed a “head gasket”. I found this unusual being the car was only 2 years old. My car was under the 10yr/100000mi warranty and was repaired.
On Thursday June 1, 2006 my car overheated and stalled. Unfortunately I was not near the Hyundai service facility but had the car towed there that night.
The next morning (Friday June 2nd) I called and was told by the service manager that because there were scheduled cars to be worked on, mine may not be seen until Monday June 5th. I rented a car on Sat. June 3rd because the Mt. Kisco service facility does not have “loaners”.
On Monday June 5th I called the facility on three occasions and was told the car still had not been looked at.
On Tuesday June 6th I called the facility and was told by the service manager “Your head gasket is blown” I asked what happens next and stated that the car was still under warranty, he replied “We did that job in 2005", “I haven’t seen this car in a year”, I haven’t seen the car since then”, “Bring me your maintenance receipts and the district manager will decide if we can fix the car” “I need receipts from April 2005 through May 2006".
I was surprised and concerned with the request. It was then I decided to make your consumer affairs department aware of the situation. My file number is 990691. I was made to feel that somehow I had done something to cause this and because of the service manager statement “I haven’t seen this car for a year”. I made it known that it was not mandatory to have my car serviced at his facility. At this time I became concerned an extremely disappointed in the way I was being treated as a Hyundai consumer.
I gathered my receipts and on Thursday June 8th delivered them to Mr. Dthe service manager personally. I was told that the district manager “Greg” was not going to be in until Monday June 12th. I now have to rent a car for another week. I’ve had the rental car for one week while my car has not been touched and is sitting in the Hyundai service facility.
Monday June 12th, I waited until 12:30pm before calling consumer affairs. After explaining my situation, Nanette called the facility. Nanette explained that she had spoken with the service manager, that the district manager was on site and that I would get a call in a few hours. By 4:55PM I had not received a call and called the service manager who told me he was doing “one more test on the thermostat” and if I did not hear from him by the end of the day (it is now 5PM) that I would hear from him before 9AM the next morning (Tuesday June 13th). I again called the consumer affairs dept. and spoke with Kathy who told me to wait until the next morning and if I didn’t get a call to call consumer affairs yet again.
I am exhausted, furious and frustrated. I am still renting a car (my second week!!!) and still do not have an answer as to if my car will be repaired under my warranty which it should.
Addendum: On Tuesday June13th I hadn’t received a call by 9AM and asked Kathy at Cosumer Affairs to contact the service facility. By that afternoon I received a call from Joe DiPrima and was to my thermostat was factory and my car will be fixed under warranty. GREAT!!!! I thanked everyone and began planning the return of my rented vehicle and preparing notices to all that I had written.
On Thursday June 15th I called Hyundai and asked for an approximate date of completion because I had to return my rented vehicle.. I was told by Anthony that I should need my rental for an entire week, which I understood as my car should be ready by mid-week (June 21 or 22), again GREAT!!
Friday June 16th - 3:45PM I received a call from Anthony stating -my car “WILL NOT BE REPAIRED AS STATED ON JUNE 13TH - THE DRM (?) HAD DECIDED FROM WHAT HE OBSERVED, MY CAR WAS DRIVEN WHILE OVERHEATING” I was told that my radiator had melted (?) which was a “SIGN” that I was driving while the car was overheating. THAT WAS THE FINAL WORD - THERE WAS NOTHING ANYONE COULD DO - MY CAR WAS NOT BEING REPAIRED UNDER WARRANTY.
Hysterical and frantic, I called Consumer Affairs who called the service facility. Consumer affairs was unable to help me other than document a complaint in my file.------- NOW WHAT??? I asked!!! Is there anyone I could discuss this with - the answer was NO - the DRM- was the last word.
I cannot comprehend that in a corporation - “ Hyundai” there is no one in position above the District Regional Manager to take problems to.
I am now in a position where I am responsible for what I feel is a faulty job done on my car in 2005. I feel I am being held responsible for a “melted radiator”- I would have had to drive MILES with the car billowing smoke in order to MELT A RADIATOR!!!! - As I’ve stated to the Hyuandai repair facility and consumer affairs - I saw smoke, pulled over and stopped the car. The were no warning light or bell on the dash, the car was smoking, I looked at the gauge and it was on “H”.
Hyundai prides itself in service, quality and consumer relations - with this experience I must disagree. AND AGAIN I REQUEST THAT SOMEONE OF AUTHORITY PLEASE GET TO THE BOTTOM OF THIS DISASTER AND CONTACT ME. SOMEONE OTHER THAN THE DRM - Whom I was lead to believe is the last word in the Hyundai Corporation.