Hyman Brothers Automobiles Midlothian

Review: Took my [redacted] in to have the speedometer sensor repaired. I had already taken the vehicle to another location for diagnostics and it was confirmed that the sensor was bad. I agreed to let the dealership run another test to make sure that it was the problem that needed to be corrected. They replaced the sensor and that didnt not fix the problem. They then ordered a new instrument cluster and installed that and said it fixed the problem. I had to pay an additional fee to have a statement filed with [redacted] to verify that the mileage was correct . This has taken over a month for the dealership to complete. Picked up the car only to find out it still has the same problem. I feel that the dealership is taking advantage of my sex and financial difficulties to prolong the repair and will continue to fail to make the correct repair and continue to charge me for additional parts and labor.Desired Settlement: Repair the problem. The dealership has had ample time to make the correct repair and has failed to do so. Apparently the car was never checked after the repair was done. It has the exact same problem it had when it went in.

Business

Response:

In reference to[redacted] concerns and her frustration with the repair process on her [redacted], we understand and have tried to be as helpful as possible.On her first visit we confirmed that we had no signal from the speed sensor and ordered the part which [redacted] did not have locally. Upon receiving the sensor we rescheduled her to have it replaced. Once replaced the system showed a good signal from the speed sensor. However now that we sensor was working we observed the speedometer gauge was not operating properly and unfortunately the process to replace a speedometer can be a lengthy process. We first have to order it from [redacted] and once received it has to be shipped to a third party to set the mileage which again takes longer than any of us like. We received the speedo, installed and test drove the vehicle and at that time all was working correctly. Unfortunately after returning the car to Mrs. Bowen she then observed the speedometer operating incorrectly. We followed the [redacted] diagnostic tree and found an intermittent signal from the main[redacted](control module). We have told [redacted] that we would install this part at our cost and charge no additional labor time as a gesture of goodwill. While it is unfortunate chain of events we feel we have done what was right. While we have no service history with this car and do not know its history and the fact she had another shop look at it prior without repairing it leaves us at some disadvantage but we will do our best and be fair and understanding always. Sincerely, [redacted]Hyman Brothers Auto

Review: I bought a vehicle from this dealership and within 2 weeks there are major issues with vehicle that if driven could cause accident and will not pass inspection. Hyman sold vehicle with many problems. I was told by service place that it should not be driven. Great to know I purchased car and drove it to another state and the steering could have gone out on me!Desired Settlement: Pay to fix steering rack. Car can't be driven.

Business

Response:

Hyman Bros. is sorry to hear that problems have arisen after delivery of the vehicle. When Ms. [redacted] notified us weeks after delivery that she was experiencing a misfire in the engine we advised her of what warranties she had with the purchase of this vehicle and that she should find a local repair shop that could diagnose her concern. Ms. [redacted] was advised that the car only came with a 90 day or 3,000 mile limited powertrain warranty and that anything that the repair shop of her choice found that fell within the guidelines of coverage we would gladly take care of. The repair shop called with a diagnosis for her misfire as an oil separator and spark plugs with an estimate of $800-900. We promptly approved this repair which fell within the coverage of her warranty. Ms. [redacted] then notified us that the repair shop had noted some other items that they felt needed attention, none of these items were covered under her 90 day or 3,000 mile powertrain warranty. Hyman Bros. then reviewed her purchase contract and found that she had originally elected to purchase an extended service contract which provided much more coverage than the limited warranty that comes with every car we sell. This extended service contract would more than likely have covered any additional concerns the repair shop had noted. Further research showed that she had called our business manager and had cancelled her extended service contract and sought a refund which was processed at her request. We are sorry that she chose to cancel the coverage that she now seeks. With any car, new or used, problems can arise at any time and often without warning, none of these issues she noted at the time of her purchase, test drive and delivery process. We offer everyone that is eligible to purchase this insurance/extended service contract at time of purchase should issues arise in the future. Ms. [redacted] was eligible and did purchase the insurance/extended service contract but unfortunately decided to cancel. We are saddened that she chose to do this and we feel that she may feel that way as well. While we will cover the items stated in her 90 day 3,000 mile powertrain warranty we cannot be obligated to cover items outside of this warranty in fairness to those who purchase extended service contracts for just these situations. While we value Ms. [redacted] as a customer her actions have limited us in ensuring her satisfaction with her ownership experience.