B-K Tool & Design Inc.

When the customer drops off the vehicle they are required to sign a prewrite form showing all the work that was requested, also when picking up the vehicle the repair order states all work that was requested and done. There is no request for work on the clutch other than the first visit over thirty thousand miles ago. The customer did sign prewrites and RO. If the request for service would have been made on any other visit the request would have been noted on prewrite and final repair order that customer would have signed.

To Revdex.com and Mr. [redacted]-We sincerely apologize for the delay in processing the refund.As per our phone conversation with Mr. [redacted], we are mailing a check today. Please know that we value you as a customer and are at your service in the future.Thank you,[redacted]General Manager.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[If you contact Subaru directly they actually have a reference of when I called them, prior to the 17,000 miles stated by the dealer representative. The service writers at this dealership fail in actually noting the problems in the work orders and only after telling them they only pen it down instead of entering it in the system. Each Time I brought it into the dealership for any maintenance I mentioned this to the service writers, the last time I even brought it in I was told it was due to the check engine light that was for an emission system. I looked in disbelief at the service writer as he tried to make me believe his story. [redacted] immediately noticed a problem with the clutch pedal and had no indication of any engine code being tripped. Everything Kearny Mesa failed to do over and over again. I only went there after the representative at Subaru mentioned to try a different dealership since I had such a hard time with this dealership. Subaru has a reference number showing I called in [redacted] in March of 2013. Not only did the dealership always fail at documenting all of my concerns which is obvious by the lack of the problem being noted but they never once offered any medium of transport when they requested to leave my vehicle there for days on end. Something Subaru had to offer directly and [redacted] also offered. ]
Regards,
[redacted]

Hello Mr. [redacted]-I apologize if you felt that my response did not address your complaint satisfactorily. We do take your concerns seriously and value your business here.On 1/19/17 you brought the 2015 Sonata in for a glass roof repair. Your service order addressed your stated concerns by replacing the glass assembly and side moldings.Upon inspection of the completion of work, you noted to your Service Advisor the issues of the door jams, which were cleaned to your satisfaction at that time.On 2/7/17 we replaced parts that had been ordered during 1/19/17 visit, that had arrived at our dealership scratched on shipment from the factory. You again pointed outan issue with the door jams that were cleaned to your satisfaction.We are very interested in making you a completely satisfied customer. Should there be further damage or repairs needed at this point please call [redacted] or myself to schedulean appointment. We are at your service!Thank you,[redacted]

I am sorry that I did not address this. Kearny Mesa Hyundai will not reimburse you for prior repairs or rental car charges. Hyundai has contacted you by email and stated the following:"We will reevaluate her claim and review previous receipts that she will be submitting for reimbursement once repairs are complete and submit them to finance for consideration".  [redacted] will await your call to schedule the procedure outlined in the prior response at your convenience.Thank you,[redacted]

Hello Mr. [redacted]-As a valued customer, I am very willing to meet with you to discuss your concerns.I have met with our Service Director [redacted] and your Service Advisor [redacted] Golliday. [redacted] walked me thru your Service experience: the replacement of parts, cleaning of the door...

jams, etc.and assured me that your vehicle was ultimately repaired to your satisfaction.I also read your email correspondence which confirms his follow up, with no ensuing complaints.  We apologize for any inconvenience you feel we may have caused you. I have left you a phone messageas well and look forward to hearing from you.Thank you,[redacted]General Manager Kearny Mesa Hyundai

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Hello,After six months and lots of back and forth, the dealership finally responded to my inquiries and have written me a check for the refund, as well as given me bonus credit. Is there anything I must do in regards to this complaint?
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Again, you did not read my complaint or address my issues.  Every time my vehicle was brought in for repairs and recall work on the glass roof, damage was done, not just the dirt and mud left behind.  I don't consider dirt and mud to be "damage".   You replaced my entire glass roof because of damage done by your employees.  [redacted] chose that, not me.  Since you are either unwilling to or incapable of reading my complaints, which are clearly documented on your own letterhead each time I was at your dealer, I will be going elsewhere for resolution.  Cc [redacted], go ahead and start the paperwork, you're right they're not listening.  Also look into the class action another customer is filing, maybe we need to join that too.  Let me know. 
Regards,
[redacted]

Dear [redacted] and Revdex.com-Please accept my apology on behalf of Kearny Mesa Subaru for any inconvenience you feel we may have caused you in your experience at...

our dealership.Please accept our goodwill gesture of $250. A check is being prepared and sent to your address above.I would also like to speak with you personally and welcome you back to our store. I left you a message earlier today when I called.Sincerely,[redacted], General Manager[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[As stated before the dealers service writers are the ones that should, instead of being lazy and writing it down in ink, type up a new one but they always fail to do. As stated before there is documentation of the complaint to Subaru corporate of the issue prior to this dealership having "written" on their repair order. Instead of accepting blame they wish to shift it and cover their tracks behind shady business practices that deceive the customers. They have yet to offer any type of response to the fact that Subaru has an official complaint regarding the issue prior to them having it on their repair orders. Clear cut sign of laziness and poor customer service and business practice as a dealership representing Subaru]
Regards,
[redacted]

[redacted] is a valued customer at Kearny Mesa Hyundai.We have contacted her and Hyundai Motor America by phone and email in an effort to resolve this issue.[redacted] our Service Manager will work with a Hyundai Field Service Engineer and Techline supportto diagnose the problem as we have not...

been able to duplicate her concern up to this point.We would like [redacted] to contact [redacted] at her convenience to bring the vehicle in for this procedure.Thank you,[redacted]

Hi Mr. [redacted]- Please call me at your convenience.
 
As a valued customer, I have reviewed your issue and would like
serve your needs completely going forward.
 
We would like to: 1) Send you a full  refund of $1598 on your Standard...

Plan OR 2)  Apply an upgrade to a Preferred Plan at no additional charge to
you. OR 3)  Perform your request of $50 refund for last 4 months and eliminate $50 fee starting this month.   If you prefer not to call just email me your choice and we will conduct this immediately. 
 
Thank you,
 
[redacted]
General Manager/Vice President
Kearny Mesa Hyundai Subaru
(858) 278-7100

Kearny Mesa Subaru reached out to me on 10/21/16 and apologized. They advised they will be issue me a check for my deductible.

We responded to [redacted]’s complaint by email on 4/9/16. Both my Service Manager Chuck Kempf and I have also called and left phone messages for Ms. [redacted] on 4/11/16, with no replies. We would like to work with her and hope to resolve any misunderstanding or inconvenience in her request for a Service estimate,but do not want to annoy or bother with persistent requests. Please forward that we would like to make her business dealings in the future satisfactory and consider this our resolution until wereceive further notification. Thanks, [redacted]General Manager/VPKearny Mesa Hyundai Subaru[redacted]

Hi Christine,
This is response to Revdex.com concern ID [redacted]. Mr. [redacted]
brought his vehicle into the dealership on 2/15/2013 with 17,096 miles on the
vehicle with a concern of "Customer states throw out bearing is noisy in
the morning" the mechanic did check the vehicle cold the next morning...

and
was unable to duplicate a concern. The customer then returned over two years
later on 3/25/15 with 48,443 miles on the vehicle with the concern
"Customer states there is a whistle noise when engaging and disengaging,
more so when cold" the mechanic was unable to duplicate the customers
concern.
 
We have no other documentation that the customer was at the
dealership any other times between the listed dates. The manufactures warranty
on a clutch and any clutch components is three years or thirty six thousand
miles. The customer had the throw out bearing replaced at [redacted] after
the warranty had expired.
I see no wrong doing by the dealership and request the case
be closed with no further action. If you have any questions please contact me
at [redacted] or by email at [redacted]
 
Thank you
[redacted]
Service Director
Kearny Mesa Hyundai Subaru

Hi Mr. [redacted]-  To the Revdex.com and Mr. [redacted]:  Mr. [redacted], as per our conversation by phone this morning:  We sincerely apologize for the inconvenience you experienced with your cancellation requests. Our Finance Administrator, [redacted] is preparing a check...

for $3295 for payment to SDCCU.She will FedEx it and send you a copy for your records. Please accept a goodwill gesture for a $150 credit in our Dealership Parts or Service Departments,good for any goods and services we provide, to use on any of your visits to San Diego. Print and present this email as a coupon for payment. It is also transferrable. Thank you for your patience and please feel free to call me if I can be of service in the future.  [redacted]General Manager/VPKearny Mesa Hyundai Subaru###-###-#### ...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  At this juncture, my car had already been there for one month and they could not determine cause. I am willing to have my car sit there for as long as needed but I need KM Hyundai to provide at their cost a rental car during the entire time. They also did not address compensation for the previous rental car bill I incurred. 
Regards,
[redacted]