Business ProfileforHyundai of Louisville

I purchased my car brand new from this location December 2019. I started having transmission issues in April of 2023. I took my car to Hyundai of Louisville in April 2023 and Brian and his service department team said they confirmed the whining noise that I mentioned but couldn't feel the hard shifting that I felt. They sent me a quote for $1600+ worth of tests to run. I approved the transmission fluid and transfer cap fluid replacement, as they said this would inform them of any issues with the transmission. A week later, they gave me my car back and said (on the invoice) the noise was still there, so to drive it for 1,000 miles and come back if it got worse. I was quoted $630 for all of this work. When I picked up my car, they informed me they forgot to add the rental car fee ($132) in that quote, which should have made it $732. I understood and said ok. However, my final invoice was for $937.15. When I asked them about the other charges on the invoice, they told me they also forgot to quote me the sales tax ($53.05). This still left $122.10 unaccounted for. When I continued to ask questions, they had no answers and then refunded me that difference. I then took my car to Bachman Hyundai as soon as they had an opening (June 2023). They had my car for 1 1/2 hours when they called me back to tell me my transmission was bad and that they had gotten approval from Hyundai to replace it under warranty. I called Brian back (left him 3 voicemails w the 1st one on 7/27/23 and another team member 1 voicemail before he called me back on 8/9) and let him know I would like a refund for the $800 that I was charged. He put me on hold and came back and replied that his manager said the charges were part of troubleshooting and that I wouldn't get a refund. Even though multiple times during the initial process he informed me that all testing and rental cars would be covered by the warranty should it qualify. Which it did, when I took it to a competent dealership.

Mr. Luckett, Let us first apologize for the poor communication that your received while we attempted to work on your vehicle, and thereafter. What should have clearly been communicated to you was that the work we did on your transmission was required maintenance that Hyundai USA would have needed to see had been performed in order to cover any subsequent warranty repairs. The service needed to be done, and you did approve it with an additional request of a rental car. Unfortunately, we did leave this cost and sales tax off of the original quote. We apologize for this, but you were not told that you would be reimbursed for these charges, as they were necessary to move forward with pursuit of a transmission warranty claim. You were accidentally charged a higher amount than you should have been, and that is why it was reversed after you made us aware. If you have questions about why this was necessary, please reach out directly to Dustin Bledsoe, Service Manager at Hyundai of Louisville, by calling 502-509-5942. Thank you.