Complaint Took car in for oil change, while driving also noticed the odometer and speedometer were not working. Service rep ****** told me that the 'gauge cluster' needed replacing and that they had to order in parts, but not to drive the car too much. **** it was a warrantee issue (car is a 2013 ******). Tuesday Feb 25: 7:15am car would not start, was towed to dealership. At 3pm I called and ****** told me the parts would not be in until later in the week and could I leave the car until Friday and rent a car. I left my car at the dealership but did not see or sign any work order. I was able to get a loaner car for a couple of days from the sales department. Thurs Feb 27: 12:45pm I was told there was an alignment issue and that it would cost $** to do a check. He had no estimate on repairs. This was the first I had heard of it and asked him what an alignment issue had to do with the gauge cluster.
At 2:45pm He told me the issue with the gauge cluster was caused by rodent damage, was not warrantee-able and would send me a picture. He said that the initial labour to assess repairs needed would take about 5 hours ($*** labour). He also quoted $*** for one of the two components needing replacement but could not tell me the cost on the other part or give me a complete estimate for all labour and parts.
I told him I needed a complete quote but did not get one. he could give me a quote once he had the part cost and the labour was done. ****** did not mention that 'rodent damage' might be covered by insurance, so upon getting off the phone I called my broker. I opened a claim and they told me they would send an adjuster to the garage to do an estimate on repairs.
At about 3:15 or 3:30 (latest) I called ****** to stop work on the car until the adjuster did an estimate. At 3:51 ****** left a voicemail saying the work was done and had taken 2.5 hrs (less than an hour had gone by since I 'authorized' the work and 30 mins since I asked him to stop). He advised not to bother with insurance as the cost would only be $*** (vs. a $*** deductible). Friday February 28th:
** he provided me with a quote of $*** if they did not charge for one of the parts. He could not provide me with a complete quote if they were not able to put the one component on warrantee for me. I said I would be waiting to hear from the adjuster and not to proceed with any work.
Desired Settlement I would like a car on loan or pay for a rental car for the entire time I am without my car while it is waiting for and being repaired. I would request that Hyundai cover all the repairs (labour, parts, tax). My request is that I am reimbursed for the balance of the oil changes that I have on the VIP program (I think at $** each oil change).
Business Response Some of the issues stated above have been solved, but we would just like to make sure we have everything covered.
After her initial visit, a car was given to the customer to use while their car was in the shop with no cost to the customer. They did not have coverage for a loaner vehicle but we provided the car out of good will as it was purely bad luck that the damage ended up coming from a non-warrantied occurrence (rodent damage). In the end we were able to get part of the damages still covered under warranty (by exception) and the rest was then run through the customers insurance.
Finally, regarding the VIP oil change plan, this program is non-refundable and states that in the program but if the customer still wants to get a portion of their package refunded, we will make an exception and have a chq written for the refund of the remaining oil changes.
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