Arrow Hyundai

I regret that Mr*** feels the way he does, we do not try to take advantage of any customers under any circumstances. To further support our position, I feel that it is important to note that a major repair such as this (engine replacement) would bein our best interest to get Hyundai to cover the repair under their warranty.Not only would we be helping the customer but as the repairing dealership Hyundai would compensate us well for all parts needed asWell as for all labor related to such a job. This along with the reasons previously noted in my first response are why Arrow Hyundai will not agree to participate in the cost incurred by Mr***To have another repair facility perform engine repairs to his vehicle. Respectfully *** ***Fixed Operations Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 
 The Dealership should be ashamed that their employees lied to a fully disabled man and told him that the repair was not coveted under the warranty. The parent company was involved, a local rep was sent to and even received a voice mail message from the service manager appologizing there was a "missunderstanding".As my vehicle was a medical necessity at that time and the dealership informed me I was not covered I took it to a shop that charged half of what the dealership quoted me as I was on a fixed disability income. They should be ashamed for lying to me and I do not plan on stopping here. I shall be seeing about contacting our local consumer protection news and I am sure once the media and other hear this story and listen to the voice mail the dealership will be shamed by the media. I also plan on taking this to small claims court. I am sure when this gets publicized how this company treats long time customers and lies about the warranty coverage they will loose business. I am sure the lost business amount will well exceed what they cheated me out of and will get them a public reputation as the company that cheats disabled people. It was Hyundai Consumer Affairs who recommended I report the dealership to the Revdex.com.

I have reviewed Mr. [redacted]’s claim extensively and find no documentation that would validate the claim. We do not currently nor have we had an employee named [redacted] in our service department or in our dealership to the best of my knowledge. We never tell a customer that their warranty...

is voided unless we have documented information from the manufacturer of a warranty void. Mr. [redacted] had a service appointment with us set for Feb. 4 at 4:00 PM and was going to have the vehicle towed in. (see attached document)He responded to the appointment reminder that he had elected to take his vehicle to a different mechanic and made reference to transmission repairs? Our service Manager [redacted] contacted Mr. [redacted] explaining that until the vehicle is inspected to determine the cause of a failure warranty coverage cannot be confirmed.Mr. [redacted] informed [redacted] that he was using another repair facility and had been in contact with Hyundai. I have attached a copy of the response from Hyundai dated February 24,2015 declining any reimbursement for repairs . Also I have attached a copy of the Revdex.com auto line response to Mr. [redacted]’s request for assistance which informing him of his ineligibility for assistance. Because the vehicle  was never brought to us for inspection, we never had any opportunity to determine if it was eligible for any warranty repairs. Also we could never have provided an accurate cost estimate for any repairs needed for the same reason. For these reasons Arrow Hyundai declines to participate in any way in the costs incurred by Mr. [redacted]’s for the repairs to his 2010 Hyundai Sonata. Respectfully [redacted]Fixed Operations ManagerArrow Hyundai ###-###-####[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The dealership is not telling the truth. Why would anybody opt to take their car and pay $6,400 out f pocket for repairs when they are off work on a full disability unless the dealership told me otherwise, which they did . They told on the phone that it was not covered due to me  not  having the "flushes" done at my last oil change? They acted in an unethical manner. MY appointment was for the 2nd, but AAA was not able to get a tow truck available. I called them again in on the 3rd and after the tow lot showed me there was a hole in the motor I called Arrow Hyundai and was informed that my warranty did not qualify as I did not have the flushes done on the prior visit. I called at 12:15pm.I was called on February 4th by the service manager left a message saying he was not sure if there was a miscommunication. He asked for the address were it was and I do not believe they sent anyone. Also I had contacted Hyundai corporation directly was informed the dealership is an independent entity / franchise and they could not help me. and I believe a territory rep had come to the shop and looked at the engine. I am awaiting a reply from the repair shop (They are closed at it is late Saturday)  as to who from Hyundai came and inspected it. Being disabled and informed by Arrow Hyundai the repairs were not covered, and only after them telling me that the warranty did not cover it and repairs would I surpass the vehicle value, did I have it taken to another shop as It was a medical necessity that I have a care as I had just had spine surgery a few weeks earlier and had extensive appointments in a week. I had been taking my car there for all work on it and why would I suddenly opt to while fully disable take it somewhere else. The gave me false information on the warranty and I believed them and made a decision based on that. The dealership lied to me about my warranty coverage and if they will not admit their mistakes, which cost me, a fully disabled man $6,400, them I may have to file with the attorney general's office consumer department of consumer protection unit and / or will file in small claims court. The dealership should be ashamed, they made a mistake and misinformed me on the phone about my warranty coverage and cheated a fully disabled man. I am also going to contact our local news / contact 6 as I feel it is unfair and unethical for them to give false information regarding the warranty  o loyal customers who's family has spent hundreds of thousands of dollars there over the least decade. All of the family is now going to tri city Hyundai.

I am respond to ID# [redacted]I do want to say that if there was any incorrect information provided to Mr [redacted] we are very sorry for that. The letter that is provided by Hyundai to all consumers who own vehicles covered by this campaign is the written documentation of any additions or...

changes to the manufacturers warranty.I have attached a copy of the previously mentioned letter.We do not provide the warranty, the manufacturer is responsible for that, it appears that Mr [redacted] has contacted Hyundai and received clarification of the warranty changes.We performed the campaign as instructed by Hyundai including adding the specific amount of oil to the engine, by adding conventional oil to the synthetic oil will not cause any operation concernsAlso we did offer to change the oil for Mr [redacted] which at this time he has declined.I do not feel that there is anything more that we would need to provide at this time to resolve this situation, the offer to provide Mr [redacted] an oil change at no cost is our resolution.Respectfully [redacted]

Review: Hyundai has a national recall and possible replacement on 2011/2012 Sonatas engines due to possible metal partials remaining in the block prior to assembly. After I received my notice to bring my 2012 Sonata in I did so with Arrow Hyundai as that is where I bought the car new Oct 2011. [redacted] B., the service consultant was well informed and very polite. I asked about the warranty on these cars and was told that Hyundai was giving an additional 10 years and 100,000 mile. I asked again and stated" Now wait so what I am getting is a 20 year warranty and 200000 miles on the motor", his response was "yes" I said that is wonderful. I also asked if I could watch the procedure and said he would check. He did and I was told I would not be able to for insurance reasons. I understood. I did however peek in the service bay and saw my car being worked on. A Mechanic came over and asked if he could help me and I explained what was going on. He explained the processes, I asked him about the warranty and again was told yes to the answer I had received from [redacted]. the mechanic added that Hyundai wanted their customers to know they were standing behind their product this mechanic was also very polite.

[redacted] came and got me once the tests were done. He explained the car pasted the tests. I asked for something in writing as the work order just stated the test was done. He stated all I had to do is call Hyundai. I again asked for it in writing so I had a record for when I wanted to sell the car and again was told just have them call Hyundai. I then asked about the warranty and again was told what I had been told earlier. I asked for that in writing also. Both [redacted] and the service consultant standing to him stated just call Hyundai. I told them both I was not leaving until I had something in writing on the warranty. [redacted] the started to go through his correspondence with Hyundai and found a letter dated Sept 24, 2015 that stated "Additionally Hyundai will increase the warranty for the engine to 10 years/120000 miles for both the original owner and subsequent owners". I questioned the 20 years/200000 miles again and was told that the letter is proof. I asked for a District Mgr phone Number and was given Hyundai Asst. I opened a case with them but was polity told the warrant was 10years/120000 not 20 years/200000 and they could do nothing more and my complaint was with Arrow Hyundai. So back to Arrow Hyundai and this time I asked for the Service Mgr, [redacted]. He was the 1st person at Arrow that was not polite and in fact arrogant. Denying that his people would not have said that. I asked him to go asked [redacted] and that I would hold, he was not open to doing so.

A few days, believe it was Thur 1-14, I decided to contact the Gen Mgr [redacted]. He was very understanding and again very polite. He listened to my story and asked to given a little time to get the dealer's side to the story and he would call me back. I understood and stated I was looking forward to his call. Weds 1-20 I called and asked for [redacted] and he had stated he had not yet talked with the people he needed to talk with. [redacted] did call me back about a hour later and said he talked to [redacted] and he denied his people said that. I asked if he talked to [redacted] and he said no at first and then said yes and he denied saying it also. He offered to do a oil change to correct the added oil issue, I told him no. That I would not be bring my car back to Arrow under any circumstance as they could not be trusted.

As a side note Arrow had added about a 1/2 quart of conventional Quaker State oil to my Amsoil fully synthetic oil as a new dip stick was also part of the recall. The original dip stick was not indicating the correct amount of oil the engine required. I was not happy about that either. But was told by [redacted] that it would not matter.Desired Settlement: I asked for them to honor their warranty commitment, turned down. To buy and replace my car, that was turned down. I ask that they cover scheduled maintenance on the car for the remainder of the warranty,that was also turned down.

Business

Response:

I am respond to ID# [redacted]I do want to say that if there was any incorrect information provided to Mr [redacted] we are very sorry for that. The letter that is provided by Hyundai to all consumers who own vehicles covered by this campaign is the written documentation of any additions or changes to the manufacturers warranty.I have attached a copy of the previously mentioned letter.We do not provide the warranty, the manufacturer is responsible for that, it appears that Mr [redacted] has contacted Hyundai and received clarification of the warranty changes.We performed the campaign as instructed by Hyundai including adding the specific amount of oil to the engine, by adding conventional oil to the synthetic oil will not cause any operation concernsAlso we did offer to change the oil for Mr [redacted] which at this time he has declined.I do not feel that there is anything more that we would need to provide at this time to resolve this situation, the offer to provide Mr [redacted] an oil change at no cost is our resolution.Respectfully [redacted]

Consumer

Response:

Review: Told service advisor what needed to be repaired on Sonata but was still charged diagnostic fee of $111.00.Desired Settlement: Went to dealership to have driver seat switch replaced, informed service advisor exactly what service to perform, 2 hours later got call saying switch assembly needed to be replaced and vehicle will be ready in 1 hour.Two hours and $111.00 wasted cause service advisor would not make repair requested. Use to be service technician would listen to customer and make requested repairs.

Business

Response:

Attached are the signed invoices and work order from customer. Customer had made an appointment online themselves selecting the diagnoises option along with typing in their complaint. They did not request to have us replace anyting. Their request was followed and we explained to test their is a charge had customer authorize $107.00 for diagnoises . Customer was only charged $53.50 for diagnoises( when we have a diagnoises we feel doesnt take as long we cut it in half, so we did not charge the full amount) which shows on final invoice and the remaining on another line was the repairs they had authorized and were charged. Any questions dont hesitate to ask. Thank you for your time

Got car with open recall from store recall was for FIRES in the doors (nice to know they wanted to kill me!) I recieved no warning about the recall (2010 Kia soul and the recall also affected another model a Hyundai of some sort) they made the bs claim they search recals when cars come in and before they go out and they "didn't know" when 2 seconds on google found my info (not hard huh?) they also called a trans flush aka rutine maintence a waste of money and did NOT change the oil when it was sitting on the lot for 8 months right thru a Wisconsin winter it came 60k miles they did not change the timing belt

They knew this was my first car purchase and I will NEVER be back to another of juenos dealers EVER!

Review: On February 2nd, 2015, I called Arrow Hyundai because my engine had seized and the vehicle would not run. I spoke with a man named [redacted] at 12:15pm. He told me that any repairs would not be covered as I had voided the the car's Power Train Warranty because I didn't have a transmission and coolant "flush" done at my last oil change (That oil change, they actually told me they would just put it down as a reminder for my next visit as I informed them I didn't know it was needed plus at the time and did not have the money at the time for more than the scheduled oil change). I asked how much would it cost me to pay for it myself and he informed me the cost for the repairs would exceed the value of the vehicle (Blue Book Value is $12,000).

At the time I was also under a full disability from spine surgery I had on December 9th, 2014 and I critically required the vehicle to attend medical treatments. I had been off work at that point four months and could not afford what they said it would cost, so based on what I was told by Arrow Hyundai, I took it to a different repair shop (Everything Automotive) which informed me they would perform the repairs for half what Arrow informed me it would cost. I was charged by Everything Automotive $6,400 and I believe they had a field representative of Hyundai come by and determined it should have been covered under the warranty. I called Arrow Hyundai back and spoke with a man named Jason and explained the situation and he told me several times they do not even have an employee called [redacted]. Later I wrote a letter to the dealership complaining using their online website form saying something to the effects that they should be ashamed and I felt they cheated me. Our extended family had purchased 8 new vehicles there over the last decade and never again will we. A day later a service manager called me back and left a message asking for me to contact them as there was a "misunderstanding". I called him back later and he informed me that it was a misunderstanding and was actually covered under the vehicle's 100,000 mile power train warranty. He told me to told me to bring it in and they would repair it for free.

At that time Everything Automotive had already had done extensive work on it and knowing I was disabled and needed it for medical appointments actually had their workers work late on it to get it done sooner knowing I was home-bound and it was literally a medical emergency for me. He also had a replacement engine already delivered. I had already signed into a repair contract with them and had already paid them in cash half for the repairs. So there was no going back.

I feel it was unfair that Arrow Hyundai lied to me about my warranty coverage and then trying to cover it up by saying they did not have an employee under that name working there. Had I not been lied to by Arrow Hyundai I would have definitely taken it there for the repair as it should have been covered under my warranty and be free. I am disabled and had been off work 4 months, so I had to take money out of savings that I had depended upon for basic living expenses and have had to radically change my spending habits to help compensate - including how and what I eat.

I picked Everything Automotive because I could not afford it when Arrow Hyundai falsely told me it was not covered under my 100,000 mile power train warranty and that it would "cost me more than the vehicle was worth". It appears they lied by saying that my power train warranty was voided because I did not have these "flushes" done at my last oil change just a few weeks earlier. As a disable person who had been off work for 4 months this was devastating to me financially. I also could not be without a vehicle as the medical treatments and visits were medically necessary and related to my recent spine surgery, I could not miss them appointments and some were in Grafton and not even the taxis would drive way out there. These appointments were mandatory for my recovery and health. To me it was was to me medically necessary to have it fixed as soon as possible and I had no choice but based on the information given to me by Arrow Hyundai, I just could not afford to spend as the man at Arrow Hyundai said was; "more than what the vehicle's worth" on repairs so I felt I had no other choice to go to everything automotive.

It was actually Hyundai Motor Corporation's Consumer Affairs Department which told me that they recommended I report Arrow Hyundai to the Revdex.com.Desired Settlement: They should help pay for some if not all of the repairs as they falsely told me that it would not be covered under my 100,000 mile power train warranty warranty, I made decisions based on wrong warranty information they gave me about my power train warranty coverage.

Note it did not give me the option, but the car was purchased New at Boucher Hyundai in Waukesha Wisconsin and I had been taking it to Arrow for the last few years to have all maintenance and repair work done as they were closer when I moved.

Business

Response:

I have reviewed Mr. [redacted]’s claim extensively and find no documentation that would validate the claim. We do not currently nor have we had an employee named [redacted] in our service department or in our dealership to the best of my knowledge. We never tell a customer that their warranty is voided unless we have documented information from the manufacturer of a warranty void. Mr. [redacted] had a service appointment with us set for Feb. 4 at 4:00 PM and was going to have the vehicle towed in. (see attached document)He responded to the appointment reminder that he had elected to take his vehicle to a different mechanic and made reference to transmission repairs? Our service Manager [redacted] contacted Mr. [redacted] explaining that until the vehicle is inspected to determine the cause of a failure warranty coverage cannot be confirmed.Mr. [redacted] informed [redacted] that he was using another repair facility and had been in contact with Hyundai. I have attached a copy of the response from Hyundai dated February 24,2015 declining any reimbursement for repairs . Also I have attached a copy of the Revdex.com auto line response to Mr. [redacted]’s request for assistance which informing him of his ineligibility for assistance. Because the vehicle was never brought to us for inspection, we never had any opportunity to determine if it was eligible for any warranty repairs. Also we could never have provided an accurate cost estimate for any repairs needed for the same reason. For these reasons Arrow Hyundai declines to participate in any way in the costs incurred by Mr. [redacted]’s for the repairs to his 2010 Hyundai Sonata. Respectfully [redacted]Fixed Operations ManagerArrow Hyundai ###-###-####[redacted]

Consumer

Response: