West Broad Hyundai

I called the customer and he said that the bill went up higher than it should have that the ac was working just find when they took he car to the shop, but then were told it needed freonThe customer also said that they had just replaced the battery but it was the car that was running the battery down because the headlight would not turn off automatically and they did not realize that the car was doing this As the business kept finding other things that needed to be done the price kept going up, even though they were not problems the customer took the vehicle in to be repairedAt that point the customer picked the vehicle up and left the shop

Hi [redacted] I pulled your ticket and there is no signature on the repair order and our policy is we must get a signature on all cost of repairs for authorization therefore I have instructed my Service Manager to reimburse the cost of the batteries for the remote thanks and have a great day***

I called [redacted] *** and we had a nice conversation as I had hoped to talk with her on Augbut we seemed to play phone tag and today Augat 11:fianally got a chance to talk and get some clarity on the problem and resolve the issue so I would like to thank *** *** for speaking with me and if she needs anything further my office door is always open [redacted] GM

When customer came in the check engine light was on and 1st time gave code for problem with transmission We cleared the code at that time and told him if the code came back, vehicle would need a transmission. When the vehicle came back in, had a code for the charcoal
canister and valve which customer declined repair. We checked the a/c and found no freon in the system. Explained to customer we would have to charge system and insert dye to find the leak which the customer declined. The ac compressor does not have to be removed when replacing a timing belt. After explaining thoroughly the additional issues with the vehicle to the customer, the customer declined any further repairs

Revdex.com:I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***Regards,*** ***

Hi *** I am responding on behalf of West Broad Hyundai not *** the manufacturer I am sorry that you are having issues so let me point you in the right direction we are just the sales and repair facility your issue is with the manufacturer as that is there resposibility to send out
recall notices if you are the origional owner of the vehicle if you are the second owner then it is your responsibility to register at a *** *** *** with your name and address so recall notices can be mailed to youI will give you the number to *** *** *** and hope they can assist you *** Thanks *** *** GM

We have made a mutual agreement with the customer over this matter. In consideration for purchasing the vehicle from us, we have agreed to refund the customer [redacted] due to the miscommunication that have occurred. We also provided the customer with a [redacted] service credit for their next service.

Hi [redacted] I pulled your ticket and there is no signature on the repair order and our policy  is we must get a signature on all cost of repairs for authorization therefore I have instructed my Service Manager to reimburse the cost of the batteries for the remote thanks and have a great...

day. [redacted]

I called the customer and he said that the bill went up higher than it should have that the ac was working just find when they took he car to the shop, but then were told it needed freon. The customer also said that they had just replaced the battery but it was the car that was running the battery down because the headlight would not turn off automatically and they did not realize that the car was doing this.
As the business kept finding other things that needed to be done the price kept going up, even though they were not problems the customer took the vehicle in to be repaired. At that point the customer picked the vehicle up and left the shop.

I called [redacted] and we had a nice conversation as I had hoped to talk with her on Aug. 18 but we seemed to play phone tag and today Aug. 21 at 11:30 fianally got a chance to talk and get some clarity on the problem and resolve the issue so I would like to thank [redacted]...

[redacted] for speaking with me and if she needs anything further my office door is always open.  [redacted] GM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this lack of proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[West Broad Hyundai made no offer and didn't fully address concerns from original complaint. I attached additional proof/screenshot that I called 4 other dealerships and requested price quotes for a tune up and spark plugs. Please call these dealerships! I attached copies of cheaper service quotes and items that I receive for free at other dealerships (excluding air filters). Again, call attention to their response that shows three different forms with only one (the final bill) containing an itemized list of service.]
Regards,
[redacted]

The customer performed a night drop of their vehicle to our service facility. On the night drop form, there are several categories for different types of maintenance and repair work. The first line item is an interval service and the third line down is an oil change. (Please see attachment). The...

customer filled out the interval service for 30,000 mile major service, not an oil change and signed off authorizing this work. This was a mistake by the customer for not asking for just an oil change. We understood her concern and spoke to the husband about it. Taking into consideration they bought the vehicle here at our dealership, I offered them at $179 value service contract free of charge. The husband refused our offer and threaten to go to the Revdex.com to file a formal complaint. I told him he has every right to do so and I cannot stop him.  We the dealership was misinformed by the customer on which service to perform on the vehicle. The contract clearly states which service they wanted us to perform and we did so.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Great news [redacted] Hyundai Motor America got back with us yesterday evening after we forwarded the complaint to them they have agreed to repair your vehicle under warranty so I will have Beverly call you to set an appointment up for the repair we look forward to seeing you and getting this done Thanks Danny [redacted] GM

The service advisor, Angela went over line for line what was being done on the service in which was performed.  Spark plugs were never mentioned in initial write up with Angela or when appointment was made.  Customer signed repair order agreeing to the service in which was explained to...

him.  Oil and filter change was performed and the parts are listed under line B.  I have attached the copy of the workorder in which the customer approved the 90k service as well as what was presented to him at time of write up and also the final invoice.  As far at the changing of the coolant and battery service, customer knew up front that that was being done and did not say anything to Angela.  Therefore I feel there is nothing owed to the customer as everything was agreed upon at writeup.

I have forwarded the complaint to Hyundai's Regional service rep for consideration as West Broad Hyundai has no control over what's covered and not covered by Hyundai Warranty the manufacturer holds all that power we are on your side and hope they come through and make you happy as soon as we...

get word we will follow up. Thanks Danny GM

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]Revdex.com:I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted].Regards,[redacted]

Review: Service call (genesis of the problem-Listen to your customers): I called and asked for pricing on a tune up on an 09 Hyundai Genesis. I was informed this dealership calls a tune up a service and was given the price and a list of extra services provided by one service representative. However, when I showed up another service rep was there to assist me. I repeated verbatim, "I am here for a tune up on an [redacted]). I also wanted confirmation about the additional tune up items were going to be done. The second rep went over the items in another book and had me sign a preservice authorization that was non-detailed and vague.

When I was told my vehicle was almost ready, I reviewed an (now) itemized list of what was completed. On the sheet there was no listing of the most expensive and main item of a tune up (the spark plugs). I asked the rep where were the spark plugs and was informed that they didn't have the spark plugs in stock and I wasn't charged for the spark plugs, I would have to pay additional for spark plugs and labor, equal to the cost of what I paid. I called 3 other dealerships earlier to inquire about spark plugs/tune up service (attached call log) who will confirm my price inquiry was not a service but a tune up with spark plugs.

Analogy (customer asks for oil change and was told we do an oil service here; same thing with some extras), Final itemized list customer learns no oil has been changed, no oil filter was removed!

Services normally rendered for free at other dealerships I was over/charged for. Service I didn't need like tire rotation, mount and balance (which I have lifetime service), inspection of hoses (free multipoint inspection), refilling fluids (free service), etc. I was charged replacing coolant (I do myself). Checking the battery (which I replaced on myself). I was given the bill after all management had left for the day and if I wanted my car (way home) I had to sign and pay for service.Desired Settlement: Request dealership provide a copy of pre-service authorization, (a copy of what I signed for authorizing service-yellow sheet of paper). Request an explanation of why the documentation I signed and the services rendered bill look different (and contain dissimilar listed items - yellow sheet and blue sheet). Request West Broad Hyundai provide an explanation of why the service I asked for the tuneup/sparkplug installation price ~$590 is eerily similar to the price of what they charge for (interval service charge) ~$590. Service I didn't request but was told it was the same thing. Request W. Broad Hyundai ask future customers the reason they are requesting service for confirm and to clear ambiguity. Request refunded labor costs only, I didn't ask for the service and understand that the parts are in my car.

Business

Response:

The service advisor, Angela went over line for line what was being done on the service in which was performed. Spark plugs were never mentioned in initial write up with Angela or when appointment was made. Customer signed repair order agreeing to the service in which was explained to him. Oil and filter change was performed and the parts are listed under line B. I have attached the copy of the workorder in which the customer approved the 90k service as well as what was presented to him at time of write up and also the final invoice. As far at the changing of the coolant and battery service, customer knew up front that that was being done and did not say anything to Angela. Therefore I feel there is nothing owed to the customer as everything was agreed upon at writeup.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this lack of proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[West Broad Hyundai made no offer and didn't fully address concerns from original complaint. I attached additional proof/screenshot that I called 4 other dealerships and requested price quotes for a tune up and spark plugs. Please call these dealerships! I attached copies of cheaper service quotes and items that I receive for free at other dealerships (excluding air filters). Again, call attention to their response that shows three different forms with only one (the final bill) containing an itemized list of service.]

Regards,

Review: In the late summer my wife and I purchased a new [redacted] from west broad Hyundai and in August of 2015

While programing the GPS and pushing the address on the screen with my finger, the screen popped. And there was a hairline crack in it. I went to Richmond and toll the service writer what had happened. He gave me an appointment to bring the vehicle in. When I took it in and they took it back to the shop. After a short time the service writer called me in the service area and told me that service manager would not cover the repair under

warranty because it was hit with something. I did not see the service manager. I am 71 years old and I told them exactly what happened. My wife was in the vehicle when it happened and we will swear to it. When you purchase a $42 thousand dollar vehicle you should get just a little respect. the service manager could have talked to me. I don't know why they won't believe us. After all we are not people who tell lies about what happened.Desired Settlement: fix or repair under warranty

Business

Response:

I have forwarded the complaint to Hyundai's Regional service rep for consideration as West Broad Hyundai has no control over what's covered and not covered by Hyundai Warranty the manufacturer holds all that power we are on your side and hope they come through and make you happy as soon as we get word we will follow up. Thanks Danny GM

Business

Response:

Great news [redacted] Hyundai Motor America got back with us yesterday evening after we forwarded the complaint to them they have agreed to repair your vehicle under warranty so I will have Beverly call you to set an appointment up for the repair we look forward to seeing you and getting this done Thanks Danny [redacted] GM

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted].Regards,[redacted]

Review: My sister died on June 13,2014 of Colon cancer. She had leased a vehicle with West Board Hyundai. I was not a party to the lease. When my sister was placed in hospice suddenly last May and given three weeks to live, a close friend started calling [redacted], the manager at that location. we called him four times, explaining that my sister was terminally ill, and asking to return the vehicle. [redacted] never returned our calls. I consulted an attorney about this and other estate matters.Though I was not obligated in any way to return this vehicle or handle this matter, I was trying to do the responsible thing. My attorney called the dealership and was told by [redacted] if I brought the vehicle in, they would accept it. I then called him two more times to see what time would be convenient for me to return the car. He never responded to those calls so I then drove the vehicle there on a Wednesday ,which was two days after he agreed to accept it.We were told he was on vacation and no one else at the dealership knew anything about the matter. No one else at the dealership would agree to accept car.

My attorney then called the national office of Hyundai Financing ,who said the vehicle should be turned in to the dealership. However, they said they would tow it form my sister's apartment complex within seven days. We removed the plates and notified the management of the complex. They did not tow the vehicle within the promised week or in the following three weeks. At this point, My attorney filed tow complaints, one with the DMV and one with the Consumer Affair's Division of the Attorney General's office. Again, the dealership told my attorney that [redacted] would accept the vehicle. I called him twice last week to make arrangements and not surprisingly, he never called me back. So, I called his boss, the General manager, [redacted], whose name I got from your website. [redacted] was kind enough to return my call within twenty minutes and though we kept missing each other, He must have directed [redacted] to call me because he finally did. I returned the car last week and [redacted] few words to me did not include any apology or even an explanation. It was clear, too, that he had told other staff that I had complained. I had to ask one of the employees to basically leave me alone when he pestered me repeatedly with sarcastic offers of beverages and some inane offer to sit in a leather chair. Today, I received acall from a [redacted] at west Broad Hyundai asking if we could resolve the matter because he received a compliant form Consumer Affairs. Apparently, no one told him the matter had been handled.Desired Settlement: An apology will mean nothing but is overdue. You obviously cannot teach people to be decent or empathetic or to understand how a grieving family might appreciate the kindness of a returned phone call. The irony of this dealership's receiving all kinds of sales awards is not lost on me. They are happy to take your money for a car whose reputation they had nothing to do with just as they were happy to lease my seriously ill sister a vehicle when she had an accident while receiving chemotherapy. So, I don't expect an apology and it would be meaningless. I do want my complaint or a summation of it registered on your website. And I would like them to know I was planning to replace my eleven year old [redacted] this winter and was seriously considering the [redacted]. I will never buy a vehicle from that dealership. They won't lose sleep over it but they might want to pay attention. I'm sure I'm not the only person they have treated so carelessly. It will affect them eventually.

Business

Response:

I called [redacted] and we had a nice conversation as I had hoped to talk with her on Aug. 18 but we seemed to play phone tag and today Aug. 21 at 11:30 fianally got a chance to talk and get some clarity on the problem and resolve the issue so I would like to thank [redacted] for speaking with me and if she needs anything further my office door is always open. [redacted] GM

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted].

Regards,