Initial Business Response /* (1000, 5, 2017/03/18) */
Price of car was $*** plus tax and admin fee($***)Vehicle was sold with klmCustomer was made fully aware that the vehicle came with a "day 50/split warranty on MVI items only", hence the price of $*** for a ***This
was not because she was paying cash as she stated but rather because the vehicle was an "MVI and ready to ride" vehicle meaning it has high kilometers or older year ( high kilometers in this case) by our standards and as such only has a day 50/warranty on MVI items onlyThe price is reflective Customer signed off twice on the day 50/warrantyOnce on the full disclosure sheet provided before going into a business office to discuss terms of payment and once again on the actual bill of sale
As for a technician accusation that we did not do brakes we will supply all necessary paperwork including a work order dated June 24th showing a bill of $*** for front pads and rotors and $*** for rear pads and rotors
We will also supply disclosure sheet and bill of sale clearly stating day 50/warranty on MVI items only
We represented the vehicle and the warranty for exactly what it was-- an MVI and Ready to Ride with a day 50/warranty on MVI items only, and the customer acknowledged this by signing off on the appropriate disclosuresWe bear no responsibility for her replacing a transmission months and at least kilometers later
Initial Business Response /* (***0, 5, 2015/08/12) */
The vehicle was brought in for a recall and a safety inspectionWe had quoted the customer $*** parts and labor to do the timing belt and the customer authorized the workThe $*** labor is a flat rate time that is allowed through ***
which is one of the industry accepted (***, *** ) guides used to quote timesWe quote by the job as opposed to the time Customers can not be quoted in loose terms like -it should take between hours and hours depending on which tech is doing the jobNo one would agree to that method of quotingWe had a senior tech work on the car and that tech would have done many timing belts and would have done them on *** and would have done them on ***, has the proper tools, training, and experience to do the belt quickerNothing changed in regards to the quoteIt is clearly marked on our bill that this labor portion is three hours( at $*** per hour= $***) and when the customer learned that it took our tech under two hours she felt we had done something wrongIt was upon picking up the car that the customer asked what the door rate wasPrevious to this this there was no discussion of how we get paid--(flat rate/by the job or by the hour)just a quote on the job itselfIf our tech required hours, we would charge for the three--which is what the *** guide saysIn the complaint the customer say the "cost was double" The customer was quoted and agreed to*** - for the cost to have been double to what she agreed it would have had to been in excess of *** dollarsIt was only upon learning that we were able to accomplish the job in less time than the *** quote allows, that the price became an issue.***
In a show of goodwill ,as we are very proud of the standards we set and we firmly believe we did nothing wrong we would be willing to give the customer a one hour labor credit to be used within the next twelve months on her***
Initial Consumer Rebuttal /* (***0, 7, 2015/08/14) */
*** Read dealers response and they did not tell me there was a set fee for my serviceWhen I called to book appt I was
*** Read dealers response and they did not tell me there was a set fee for my serviceWhen I called to book appt I was told a price but when they called me they did not specify a SET PRICEThis is something they SHOULD TELL customers when they make a phone callNOT HAPPYHR free service, what will this really cost meI WANT A REFUND
Final Business Response /* (4000, 11, 2015/08/25) */
We would never and have not ever started work without an approval from the customer firstHowever in a second attempt to appease the customer we will write her a cheque for a *** if she so chooses instead of the hours labor as she felt that somehow that was going to cost her money.***
Final Consumer Response /* (2000, 13, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the $***
Hello
I have contacted the customer to get a copy of the records as this is the first I have heard about this. The trailer hitch is a aftermarket part that the customer had installed at [redacted]. Hyundai will not pay to remove or reinstall aftermarket parts after warranty repairs are completed. I...
will update this after the customer has brought in the copies from Uhaul.
Thank You
Initial Business Response /* (1000, 13, 2017/07/18) */
Below is taken directly from Hyundai Canada's website.
"ANTI-PERFORATION Warranty
Covers perforation due to corrosion on body sheet metal from inside to outer body surface.
Covers perforation, corrosion of any component through the...
metal body panel from the lower window line down and occurring from the inner to outer surface, corrosion of original Hyundai body sheet metal due to defects in material or factory workmanship, under normal use and maintenance.
Excludes surface corrosion.
Refer to the Service Passport for complete details of Hyundai Warranties."
In order for Hyundai warranty to process a claim it has to be rust occurring from the inside and working its way out ( as is true of any manufacturer) .
a [redacted] search for anti perforation comes up with the following .
Covers perforation (rust hole through the body panel from inside to outside) corrosion of original Hyundai body sheet metal due to defects in material or factory workmanship, under normal use and maintenance. Excludes surface corrosion.
Since this was not a case of the above Hyundai would not pay us to do the claim . Besides appearance it would also not fall under perforation because of location.
The manufactures paint warranty is 3 years from date of purchase. The manufactures paint warranty would not have covered chips either .
The customer is stating that 2 of the 3 chips are obviously rock chips with the third being questionable. What we did establish was that the third wasnt perforation. If it was caused by a rock chip or some other outside factor is indeterminate but it wasnt perforation. As stated above even if it was perforation that area is not covered. Unfortunately it leaves us in a situation where we wont get paid for the claim.
The customer mentioned he would pay $[redacted] for a repair . Strictly out of good will we would pay $[redacted] if the vehicle is repaired at a Steele bodyshop.
Initial Business Response /* (1000, 5, 2017/03/18) */
Price of car was $*** plus tax and admin fee($***)Vehicle was sold with klmCustomer was made fully aware that the vehicle came with a "day 50/split warranty on MVI items only", hence the price of $*** for a ***This
was not because she was paying cash as she stated but rather because the vehicle was an "MVI and ready to ride" vehicle meaning it has high kilometers or older year ( high kilometers in this case) by our standards and as such only has a day 50/warranty on MVI items onlyThe price is reflective Customer signed off twice on the day 50/warrantyOnce on the full disclosure sheet provided before going into a business office to discuss terms of payment and once again on the actual bill of sale
As for a technician accusation that we did not do brakes we will supply all necessary paperwork including a work order dated June 24th showing a bill of $*** for front pads and rotors and $*** for rear pads and rotors
We will also supply disclosure sheet and bill of sale clearly stating day 50/warranty on MVI items only
We represented the vehicle and the warranty for exactly what it was-- an MVI and Ready to Ride with a day 50/warranty on MVI items only, and the customer acknowledged this by signing off on the appropriate disclosuresWe bear no responsibility for her replacing a transmission months and at least kilometers later
Initial Business Response /* (***0, 5, 2015/08/12) */
The vehicle was brought in for a recall and a safety inspectionWe had quoted the customer $*** parts and labor to do the timing belt and the customer authorized the workThe $*** labor is a flat rate time that is allowed through ***
which is one of the industry accepted (***, *** ) guides used to quote timesWe quote by the job as opposed to the time Customers can not be quoted in loose terms like -it should take between hours and hours depending on which tech is doing the jobNo one would agree to that method of quotingWe had a senior tech work on the car and that tech would have done many timing belts and would have done them on *** and would have done them on ***, has the proper tools, training, and experience to do the belt quickerNothing changed in regards to the quoteIt is clearly marked on our bill that this labor portion is three hours( at $*** per hour= $***) and when the customer learned that it took our tech under two hours she felt we had done something wrongIt was upon picking up the car that the customer asked what the door rate wasPrevious to this this there was no discussion of how we get paid--(flat rate/by the job or by the hour)just a quote on the job itselfIf our tech required hours, we would charge for the three--which is what the *** guide saysIn the complaint the customer say the "cost was double" The customer was quoted and agreed to*** - for the cost to have been double to what she agreed it would have had to been in excess of *** dollarsIt was only upon learning that we were able to accomplish the job in less time than the *** quote allows, that the price became an issue.***
In a show of goodwill ,as we are very proud of the standards we set and we firmly believe we did nothing wrong we would be willing to give the customer a one hour labor credit to be used within the next twelve months on her***
Initial Consumer Rebuttal /* (***0, 7, 2015/08/14) */
*** Read dealers response and they did not tell me there was a set fee for my serviceWhen I called to book appt I was
*** Read dealers response and they did not tell me there was a set fee for my serviceWhen I called to book appt I was told a price but when they called me they did not specify a SET PRICEThis is something they SHOULD TELL customers when they make a phone callNOT HAPPYHR free service, what will this really cost meI WANT A REFUND
Final Business Response /* (4000, 11, 2015/08/25) */
We would never and have not ever started work without an approval from the customer firstHowever in a second attempt to appease the customer we will write her a cheque for a *** if she so chooses instead of the hours labor as she felt that somehow that was going to cost her money.***
Final Consumer Response /* (2000, 13, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the $***
Hello
I have contacted the customer to get a copy of the records as this is the first I have heard about this. The trailer hitch is a aftermarket part that the customer had installed at [redacted]. Hyundai will not pay to remove or reinstall aftermarket parts after warranty repairs are completed. I...
will update this after the customer has brought in the copies from Uhaul.
Thank You
Initial Business Response /* (1000, 13, 2017/07/18) */
Below is taken directly from Hyundai Canada's website.
"ANTI-PERFORATION Warranty
Covers perforation due to corrosion on body sheet metal from inside to outer body surface.
Covers perforation, corrosion of any component through the...
metal body panel from the lower window line down and occurring from the inner to outer surface, corrosion of original Hyundai body sheet metal due to defects in material or factory workmanship, under normal use and maintenance.
Excludes surface corrosion.
Refer to the Service Passport for complete details of Hyundai Warranties."
In order for Hyundai warranty to process a claim it has to be rust occurring from the inside and working its way out ( as is true of any manufacturer) .
a [redacted] search for anti perforation comes up with the following .
Covers perforation (rust hole through the body panel from inside to outside) corrosion of original Hyundai body sheet metal due to defects in material or factory workmanship, under normal use and maintenance. Excludes surface corrosion.
Since this was not a case of the above Hyundai would not pay us to do the claim . Besides appearance it would also not fall under perforation because of location.
The manufactures paint warranty is 3 years from date of purchase. The manufactures paint warranty would not have covered chips either .
The customer is stating that 2 of the 3 chips are obviously rock chips with the third being questionable. What we did establish was that the third wasnt perforation. If it was caused by a rock chip or some other outside factor is indeterminate but it wasnt perforation. As stated above even if it was perforation that area is not covered. Unfortunately it leaves us in a situation where we wont get paid for the claim.
The customer mentioned he would pay $[redacted] for a repair . Strictly out of good will we would pay $[redacted] if the vehicle is repaired at a Steele bodyshop.