Devino's Watertown Hyundai

I have been treated poorly by Watertown Hyundai since purchasing my certified 2010 [redacted] in December of 2014. I have yet to have the owners manual delivered, it took six months to fix a rough ride after multiple service visits, three door handles came off and they only replace two and came for service to have the one I would pay for and they say it's black and want to charge $40 to have it painted. It's not painted and ready to put on though they said it's ready to put on before my appointment. I drive 45 minutes and it's not ready. There is a whole lot more I can discuss with this dealerships service and sales problems. Not to mention window switchdoed aI have been treated poorly by Watertown Hyundai since purchasing my certified 2010 [redacted] in December of 2014. I have yet to have the owners manual delivered, it took six months to fix a rough ride after multiple service visits, three door handles came off and they only replace two and came for service to have the o e I would pay for and they say it's black and want to charge $40 to have it painted. It's not painted and ready to put on. I drive 45 minutes and it's not ready. There is a whole lot more I can discuss with this dealerships service and sales problems. Not to mention window switch problem and car continues to not start here and there. And now I'm being told I need a new battery on a certified vehicle I'm being told today. I would like for Hyundai to pay for the battery, door handle, and all the items on this service visit since I just purchased the car and the unprofessional attention the dealership has shown me like its my problem. Watertown Hyundai has shown me little consideration outside of Roxy my service rep. Social media will hear my story and car continues to not start here and there. And now I'm being told I need a new battery on a certified vehicle I'm being told today. I would like for Hyundai to pay for the battery, door handle, and all the items on this service visit since I just purchased the car and the unprofessional attention the dealership at Watertown Hyundai has shown me.

My husband and I had a very pleasurable experience at Devino Hyundai in Watertown, CT. The sales associate that greeted us was very friendly, and not overbearing at all. He was honest and down to earth. We really appreciated that. We were very happy with what he and the team there could do for us with our old car, and we decided to lease a [redacted]. In addition to our salesman, I also really enjoyed the gentleman who handled the finances. He was amiable and forthright. Even the general manager took time to come in, introduce himself, and congratulate us on our purchase.

Mr. [redacted] visited the dealership back in April for what was determined to be brake noise coming from the front end.  In an attempt to save this customer money, we offered to resurface the rotors and replace the brake pads.    This is a common approach which...

typically addresses the need.  Two weeks later, Mr. [redacted] returned to the dealership stating he now was experiencing a rubbing noise.  As dictated by a Hyundai technical bulletin, the brake hardware was lubricated to specification and the rotors were once again resurfaced.  Several weeks  later Mr. [redacted] contacted us stating he continued to hear a noise.   He visited the dealership but due to heavy rain that day we were unable to replicate the noise.   We asked that he leave the vehicle with us and a new Hyundai was provided as a service loaner.  Unfortunately we were  unable to duplicate the issue and therefore had nothing to address.   The vehicle was returned to Mr. [redacted].  Several weeks later we were asked to address the noise that had returned.  Once again a new Hyundai was provided as a loaner.   At that point we replaced at no charge both front rotors and brake pads.   The car was returned.  Since that time we have reached out to Mr. [redacted] to insure the problem was resolved.  He promised to follow up with us should he have further problems.  We made a recent call to confirm that all was well.  We were told all seems well.

We are compelled to write an outstanding review for Devino's Watertown Hyundai. The entire team at this dealership is outstanding. We didn't buy a new or extremely expensive car, but the team effort of Al G[redacted] and Joe H[redacted] portrayed a professional organization, displaying honesty, integrity and placing the customer needs foremost. We will definitely recommend this dealership to anybody who needs a vehicle. We thank everyone involved with our purchase for making it a pleasurable experience for us at this dealership. [redacted]

As a woman, buying a car can be an awful experience but not here! Thanks Joe and Robert for your help. Everyone I encountered there was friendly, professional and helpful!
I bought a great car at a great price!

Review: I brought my 2011 [redacted] in to [redacted] of [redacted] for a 45k service, an alignment and a manufacturers recall for a shifter. They told me that I need front brakes so they replaced the pads and ground down the rotors. On the drive home, there was a squealing noise and grinding coming from the front drivers side wheel. I turned around and went back to the dealership. They said that they needed to grease the pads. A couple of weeks passed and the car had to go back for the same noises and they said that the backing plate needed to be adjusted. Another week passed and the car went back in but it was raining so they said I would need to come back so that they could take it for a drive when it was dry. I promised a call the next week for an appointment when they would have a loaner car for me. After a few weeks passed, I called and showed up at the dealership with no appointment as the noise was happening again that day. The service rep told me that I would need to make an appointment and come back yet again. I refused, spoke to the Service Manager and left with a loaner car. During this visit, they heard the noise and decided to replace the brake pads for a 2nd time and grind the rotors down for a 2nd time to see if that would help. I picked the car up after a week and had the same issue occur while traveling the next day. I called the service rep from the car and she indicated that she would get back to me the following Monday after speaking to the Service Manager. A week went by and I had to call again. They set up an appointment for the following week and indicated that there was a service bulletin that they believe would take care of the issue. They has a tech drive the car and he did not hear the noise during this visit so [redacted] would not authorize the work under the service bulletin. I provided 3 recordings that I took with my cell phone (video and audio) of the noise but they said that didn't matter as the tech did not hear the noise. I then complained that they should not have ground the rotors down twice in their trial and error method of trying to find out what the issue is. After some discussion, the Service Manager agreed to replace the rotors for free as due to all of the grinding, I would have to replace them with my next set of pads. So, I left the dealership with an issue that I did not have prior to their working on my car with no resolution in sight. They said to come back again when the noise starts so that they can hopefully hear it and take the issue further. I received a call today from the [redacted] Consumer affairs office that put me over the top. The gentleman advised me that even with the recording of the intermittent issue, that there was nothing that they could do as the tech did not hear the noises on the last visit. He suggested that I take the care somewhere else and have them diagnose it. (at my cost for an issue that happened at the dealership) He also offered me coupons for future service. I am not sure where else to go. The car is too old for the lemon law and [redacted] is not willing to help unless their tech personally hears the noises again. They do not seem to understand the word intermittent that they used with me.

Date

April 15 Brought in for 45k mile service and shifter recall (campaign #[redacted])

Needed Alignment

Needed Brakes and they ground down the rotors

Pretty simple with no issues coming in to the dealership



April 15 Brought back in within 1 hour as there was a squealing and grinding noise in the drivers side front wheel

Service indicated that they needed to grease the new pads



May 2 Brought back for the same squealing and grinding noise

Service indicated that they needed to adjust the backing plate

I videoed the issue on my phone so they could see / hear the issue - Techs did not watch video



May 15 Brought the car back as the wiper blades were ripped and they did not replace them during the service

on April 15th (but paid for)

Service apologized for the oversight and put new blades on



May 19 Brought back for the same squealing and grinding noise

It was raining and Service said that they could not duplicate the issue in the rain

Service said that I would need to come back again and they would provide a loaner. The rep indicated

that she would call me for the day that they had a loaner

I videoed the recording again. The rep listened to it but the mechanic did not



Week of May 25 Did not get the call as promised

Week of May 31 Still did not get a call back as promised

Week of June 8th Still did not get a call back as promised



June 11 - 18 Unscheduled - Brought back for the squealing and grinding noise after they failed to contact me as

promised

They verified that they heard the noise that day

They provided me a loaner car and kept mine for a week

They replaced the brake pads - again

The ground down the rotors - again



June 19 Called back on June 19th (the next day) on the way to [redacted] as the grinding/squealing started

again.

Called the Service Rep from the car and she said that she would call me the following Monday when she

spoke to the service manager

Turned around after driving 45 minutes to switch to my wife's [redacted] for the trip

Did not hear back for 7 days as promised so I called and they made an appointment for the next week



June 24 Emailed the Service Manager additional recordings of the issue



June 29 - July 3 Brought back for the same squealing and grinding noise

They did not hear the noise during this visit

They indicated that there is a service bulletin on the issue but [redacted] would not authorize due to

their not hearing the noise that day

I asked if they forwarded the recordings to [redacted] and they said that it did not make a difference

since they did not hear the noise

After arguing, they agreed to replace the rotors for free as they should not have ground them

down a 2nd time and they would need to be replaced with the next set of pads

Told me to bring the car back when it happens again and hopefully they will hear it

Waited 45 minutes for a loaner for this scheduled appointment. They did not have one so

[redacted] Rent a Car came and gave me a shoebox to drive



July 8 Spoke to [redacted] who is the [redacted] Consumer Affairs manager

He said that there is nothing that they can do (even with the recordings) since they did not hear the noise

He recommended that I have someone else look at the car (my expense for something that did not happen

until the dealership touched my car)

He offered to send me coupons for service

I asked to speak to his manager or get the managers info and he said "I don't do that"Desired Settlement: I am not looking for money or anything free. I am just looking for [redacted] to fix the issue that did not exist prior to their tech working on my car. No more try this and try that. Just get to the bottom of the issue and fix my car.

Business

Response:

Mr. [redacted] visited the dealership back in April for what was determined to be brake noise coming from the front end. In an attempt to save this customer money, we offered to resurface the rotors and replace the brake pads. This is a common approach which typically addresses the need. Two weeks later, Mr. [redacted] returned to the dealership stating he now was experiencing a rubbing noise. As dictated by a Hyundai technical bulletin, the brake hardware was lubricated to specification and the rotors were once again resurfaced. Several weeks later Mr. [redacted] contacted us stating he continued to hear a noise. He visited the dealership but due to heavy rain that day we were unable to replicate the noise. We asked that he leave the vehicle with us and a new Hyundai was provided as a service loaner. Unfortunately we were unable to duplicate the issue and therefore had nothing to address. The vehicle was returned to Mr. [redacted]. Several weeks later we were asked to address the noise that had returned. Once again a new Hyundai was provided as a loaner. At that point we replaced at no charge both front rotors and brake pads. The car was returned. Since that time we have reached out to Mr. [redacted] to insure the problem was resolved. He promised to follow up with us should he have further problems. We made a recent call to confirm that all was well. We were told all seems well.

Review: Purchased a car from here and was told all maintenance was up-to-date. Just over a month later found out that maintenance should have been performed at around 70k-75k miles (purchased from Brass City when car had 79k miles). Am now being charged around $1500 for maintenance that should have been taken care of prior to a dealership selling the car. Contacted dealer and was rudely told that they do not keep track of required maintenance for any of their vehicles, just if it runs and has no current problems. Dealership told me it wasn't their problem and I was on my own for all maintenance costs.Desired Settlement: Would like the cost of maintenance to be, at the very least, shared.

Business

Response:

Website Complaint Response:

The complaints of Mr. [redacted] are inaccurate, written out of anger and frustration but understandable. He recently encountered a less than honorable service technician in his home state of [redacted] who told him his timing belt required changing and that this will cost approximately $1500.00 (very high quote). Since the car was recently purchased at our dealership, he felt that if a change was due, that this should have been completed here prior to sale of the car. He is correct in that assertion. However, his mechanic failed to share that the engine in his car(2.0TFSI) requires that the timing belt be examined and changed at 110,000 miles which is unlike the other models (1.8T/3.0) where the recommendation is 75,000. A copy of the official maintenance schedule was sent to him. We also contacted [redacted] and spoke with a service writer([redacted]). We asked when he recommends changing the timing belt on a 2.0T engine in a 2006 [redacted] A4. He said they suggest 100,000 miles but the manual states it can wait until 110,000. The car was sold with approximately 79000 miles and therefore this maintenance was not due. We work very hard and at great expense to insure our vehicles are safe for the road and with proper maintenance complete. Had this gentlemen encountered an intelligent and upstanding technician his anger, frustration and unnecessary remarks would have been avoided. Although Mr. [redacted] has been provided factual information related to the required maintenance and although factory ([redacted]) personnel support this information, he chooses not to. In the end, he elected to perform maintenance on the car well before it was due and is looking to have someone else cover the expense.

Sent on: 2/10/2014 7:44:54 PM

Review: Brought a vehicle from brass city Hyundai in Waterbury in October. A Nissan pathfinder informed them of minor issues with the car. But it also had a rattling sound. Informed the dealer of this and they said I needed new brakes and rotors. My wife insisted that she heard a sound in the back. So they took the car out again only to find out it may be a transmission issue then the dealer fixed nothing and charged me 112.00 for their original diagnosis of bad brakes. They sold me a warranty with a 100.00Deductible and I still have to take the vehicle to Nissan. I don't feel I should have been charged 112.00 Dollars.

Desired Settlement: I would love to get my 112.00 back

Business

Response:

Business Response /* (1000, 9, 2013/05/28) */

Contact Name and Title: [redacted] Service Direc

Contact Phone: XXX-XXX-XXXX, ex [redacted]

Contact Email: [redacted].com

I am the new service director for Brass City Hyundai. I was made aware of this case about 2 weeks ago.I had called the customer at that same time and informed him to bring it in and I will take a test drive with the customer to hear the noise. I told him that I may be able to offer assistance considering that I am a former Nissan service director. I also informed the customer that I will not charge him for the diagnosis and that I am willing to work with him regarding the 112.00 from last visit.

Consumer Response /* (3000, 11, 2013/05/29) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

They should have done this the first time. They already took it for a test drive and I was informed I would have to take it to Nissan . I would prefer to be given a refund . I brought my car over there to be fixed but they did nothing but charge me and send me away.

Business Response /* (4000, 13, 2013/06/03) */

The 112.00 was to diagnose a brake noise. We found that he needed front brake pads and rotors and rear brake pads, resurface rotors. Customer declined repairs. Since I personaly have not seen this vehicle, again I am asking hime to bring his vehicle in in order for me to road test it.

Consumer Response /* (4200, 15, 2013/06/04) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I am not stupid I know what low brakes sound like I went there for a rattling noise and after I told him it was not the brakes I they took the vehicle out by a brass city Hyundai mechanic and said it was the transmission and I would have to take the vehicle to Nissan . Now there is this new mechanic who magically used to work for Nissan and I have to bring the vehicle back .... No thank you ... I would just like my 112$ back.

I have been treated poorly by Watertown Hyundai since purchasing my certified 2010 [redacted] in December of 2014. I have yet to have the owners manual delivered, it took six months to fix a rough ride after multiple service visits, three door handles came off and they only replace two and came for service to have the one I would pay for and they say it's black and want to charge $40 to have it painted. It's not painted and ready to put on though they said it's ready to put on before my appointment. I drive 45 minutes and it's not ready. There is a whole lot more I can discuss with this dealerships service and sales problems. Not to mention window switchdoed aI have been treated poorly by Watertown Hyundai since purchasing my certified 2010 [redacted] in December of 2014. I have yet to have the owners manual delivered, it took six months to fix a rough ride after multiple service visits, three door handles came off and they only replace two and came for service to have the o e I would pay for and they say it's black and want to charge $40 to have it painted. It's not painted and ready to put on. I drive 45 minutes and it's not ready. There is a whole lot more I can discuss with this dealerships service and sales problems. Not to mention window switch problem and car continues to not start here and there. And now I'm being told I need a new battery on a certified vehicle I'm being told today. I would like for Hyundai to pay for the battery, door handle, and all the items on this service visit since I just purchased the car and the unprofessional attention the dealership has shown me like its my problem. Watertown Hyundai has shown me little consideration outside of Roxy my service rep. Social media will hear my story and car continues to not start here and there. And now I'm being told I need a new battery on a certified vehicle I'm being told today. I would like for Hyundai to pay for the battery, door handle, and all the items on this service visit since I just purchased the car and the unprofessional attention the dealership at Watertown Hyundai has shown me.