Rick Case Hyundai Duluth, GA Complaint - Poor Product, Even Poorer Service
DULUTH, GEORGIA -- I am writing this letter to express my frustration, exasperation, and downright infuriation with the quality of my 2007 Hyundai Veracruz Limited and the service department at Rick Case Hyundai in Duluth, GA. I have taken the vehicle in on three separate occasions totaling over 3 weeks in your shop without satisfactory results. This letter is my last effort get either Hyundai or Rick Case to make things right.
In Feb 2008 I purchased a new 2007 Hyundai Veracruz from the Rick Case Dealership in Duluth, GA. I should have known the model was a lemon when the demo vehicle I test drove had a radio that did not work. I loved the ride, the lines, styling, and handling, so I dismissed the non-functioning radio as a non-issue and ended up purchasing an identically equipped vehicle the next day.
From very early on I experienced intermittent anomalies with the electronics. I have compiled a list of everything I have been dealing with for the first year of ownership.
1) The radio presets would randomly jump back to pre-set 1 no matter where in the pre-set order I was in.
2) The automatic power windows would randomly fail to move when auto-open or close was engaged, requiring me to “double tap” the window button to make them move.
3) The steering column would not return to the upright position when the ignition was turned off, or would not come down to the pre-set position when the car was turned on. This was most inconvenient (and even dangerous) since it left the wheel in the retracted upright position making driving hazardous.
4) The transmission would disengage and frequently “thud” as I would decelerate to stops or when easing on the throttle while cruising. One time the transmission disengaged at a busy street light and would not come out of high gear, making pulling away from the light almost impossible. This particular case I had 3 passengers and was in Atlanta rush-hour traffic and a car with no low-end torque, limping along till I could get off the road.
5) The keyless entry system refused to unlock and lock the car. When I could lock and unlock the car, the alarm would go off when any door was opened.
6) The ignition would not unlock to allow me to turn the key to start the car.
The issues began small and slow at first (issues 1-3 in the first few months) and I was frequently out of town on business, but began to come on with more frequency and severity as I passed the 6 month point.
In September I brought the car to the Rick Case Hyundai dealership in Duluth, GA and explained all the symptoms listed above. ****** ******* was my service contact.
He seemed to be only half listening and was most interested in assuring me that it would be fixed. He mentioned he’d take it for a test and that he lived 50 miles or so away or someplace, yada yada.
A little less than a week later I came back to pick up my car and am told that none of the symptoms could be duplicated but that they replaced a throttle regulator or something, to supposedly fix the “thud” and tranny engagement issues.
When I drop off my cars for service I write down several things about the encounter: what was discussed, what was promised, when to expect it back…and things like odometer and fuel levels.
The car had been washed and the inside cleaned, so far I was pleased. That ended when I checked the odometer and fuel. I had left it with 1/3 tank and had it returned with almost no fuel left at a time when gas was running out all over Georgia. In addition to this, I was horrified to see that over 230 miles had been put on my car in less than a week and the car had far less fuel in it than when I had left it there. Work order invoice 162309 states that mileage in/out equaled 60 miles, this was neither accurate nor truthful.
Upon further inspection in the coming days, I discovered yellow and red discoloration on the rear-passenger armrest area, I wiped it with my hand and a sniff confirmed that it was ketchup and mustard. This prompted me to look further. Under the passenger seat I found a “to-go” package for a hot dog with some bun left inside. No one but me had been in the car to that point so it was obvious where it came from.
This was unacceptable and I was very angry, but I told myself I’d just never deal with this clown again if the car was fixed. The car was not fixed, not even close.
Every symptom continued with the exception of the transmission being fully disengaged. All the electronic issues, the thuds, the car alarm, etc. all remained. I was pissed. Due to travel with work I was unable to return for some time.
I brought the car back about a month later and spoke with ******* *******, who for all intensive purposes, showed me that your dealership might actually give a damn and took my case herself. I told her about my experience with the first service contact, the hot dog, condiments, mileage, and being returned to me on empty to which she assured me that he would be punished if not fired and I would never have to deal with him again. He’s still there but I don’t deal with him. In fact, he won’t even look at me.
******* sat with me and went over all my symptoms/issues in great detail. She witnessed the steering column issue which seems to be “impossible” to duplicate when I am not around, as well as the car alarm and keyless lock issues. Funny how they happen all the time to me but never while in the shop…even over 230 miles of use.
The VeraCruz was in the shop for 2 weeks to replace the “computer” or command chip in the vehicle’s brain.
When returned to me, I noticed that a few things seemed to be better:
1) The keyless entry issues seemed to be resolved, no longer was the alarm going off when I opened the door.
2) The ignition locking issue had not resurfaced
3) The transmission “thud” disengagement was reduced greatly, occurring only once and a while rather than regularly.
And a few things remained uncorrected and in fact got worse:
1) The windows more frequently refused to work on a single push
2) The radio presets still randomly jump back to #1
3) The steering column issues persisted
When I inspected my car I was disappointed to find that:
1) The car was not cleaned at all and had dust/dirt all over the exterior and tracks from the people who drove it on the interior.
2) Returned with about ¼ less gas than what I left in it on drop off
Again, I didn’t formally complain, this time because ***** ***** had been so helpful.
Most recently, (Jan 21) I brought the VC in for the final 3 issues and after a week it was returned after replacing a tilt/tele switch in the column, apparently suggested by Hyundai Corp.
I am sad to say that at the time of this writing, the steering column continues to fail in both returning to the starting position and moving to the preset position.
The windows seem to work, but who knows with time. The thud of the tranny still occurs on occasion and the radio presets still occasionally do not function correctly.
At first glance I found no obvious issues when I picked up my car this time, other than having no gas and it being dirty…at least you folks are consistent in your disregard for your customers. A few days later my wife reached under the passenger seat and found a used baby pacifier. A used baby pacifier. Unbelievable. I’ll mail it to you Rick, got it right here.
We have no children. Our friends have no children or none that have had a pacifier in their mouths for 15 years. No child of that age has ever been in my vehicle with me or my wife.
What the hell do you people do with your customer’s cars when we hand them over?
Do I need to put a nanny-cam in my damn car just to make sure the dealership employees don’t trash it?
From what I have personally evidenced, your people have cross-country hot-dog parties with toddlers and sloppy condiment handlers as passengers that stuff trash under the seats. I am not laughing, and you shouldn't be either.
This is outrageous, nothing less than outrageous. I’ve put up with far too much from your people and am disgusted with the poor quality of the vehicle, the inability to correct the issues, and foremost…the utter disrespect I feel when I leave your dealership and find the kind of things I have found in my car after a week or two in your “care”.
Is this kind of gross disregard for a client base what happens when one gets as large as Rick Case Automotive Group? I cannot imagine the dealership grew this large by accepting this kind of shoddy service and terrible customer care.
This is outrageous, nothing less than outrageous.
I am beside myself with disgust at both Hyundai and your dealership.