Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mitchell Hyundai Dispute.On January 4th, 2023 I brought my car to Mitchell Hyundai to be diagnosed because I had a check engine light with a code (P0299) referring to the turbo. Four hours later I was called back by the service technician named ****, who diagnosed the car as having a bad turbo and recommended I replace it and immediately stop driving to avoid more damage. I agreed to have the car serviced for the turbo replacement.Nine days later I receive my vehicle back and was told it was tested and the repair was successful. I picked it up and drove down the road and noticed the check engine light came on and produced the same code and issues as before. I called Hyundai Mitchell and they said I would have to make another appointment, I asked if it would cause more damage driving the vehicle in this state, and they said no it would be fine and would not cause any further damage, this was inconsistent with what they told me the first time. I brought the vehicle back on January 30th and was told they would diagnose the vehicle again. On the 10th of February, I called to request an update since I had not received any information on my vehicle. I was transferred to *********************, the Service Manager, who explained that the turbo would have to be replaced again, I was confused and informed him that the turbo had already been replaced. He explained that he believed it was a faulty part and they would replace it again. I asked how long it would take and he said he would have the vehicle ready the following week.The following week I called back since again I still didnt receive any update and they informed me they were awaiting another part, the intercooler. On the 24th of February, they informed me the repairs were complete and my car was ready to be picked up. When I got there, I asked to speak with ********************* regarding what exactly was the issue with the turbo. He explained that the turbo was not replaced again since the Hyundai support technicians would not approve replacing it again and instead they were instructed to replace the intercooler and wastegate actuator, which is what was repaired. I asked if it was ever the turbo and he said yes, that the original issue from the turbo may have caused damage to these other parts.When I got home, I looked at the initial paperwork from when I first brought the vehicle in on January 4th and there was no mention as to what exactly was damaged from the turbo or how exactly they diagnosed it. I called ********************* and asked how exactly they diagnosed the turbo and how did they identify the issue he stated there is no paperwork or anything that describes how they diagnosed it or what the problem was, he then asked the ******* who said a visual inspection was done and saw the propeller in the turbo was loose and thats why they replaced it. I asked if there was any documentation for this or any other test done and he said no. I spoke with ******************* regarding the issue because after receiving my vehicle for the third time, Again I had the exact Engine error diagnostic code and symptoms from the original time. He was upset because I attempted to get my money back from my bank and told me I should seek services at another Hyundai dealership or get another opinion and that he would not be refunding my money.I took my vehicle to One Shot Auto and paid for the Diagnostic, and again the same exact Engine fault code was shown.

  

  Business Response

  Date: 06/26/2023

  Customer's vehicle was repaired. Customer called back with more issues. We repaired the vehicle again, free of charge. Several days after picking up vehicle the second time customer disputed the charge for the ************ on his credit card. Several weeks after the refund was completed by the credit card company customer called and requested more repairs for free. Our contention is we have been more than reasonable and declined his request. We were successful in having the charges reversed and received our money back for the initial repairs. We do not feel that this customer is working with us in good faith and do not feel compelled to continue a business relationship.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20233994
  
  I am rejecting this response because:

  NO Additional repairs were requested, ONLY the Original repair was requested which was never fixed. The vehicle was initially brought in for a diagnostic of engine code (P0299). The vehicle was not properly repaired after leaving the shop the first time causing more time without the vehicle, Engine code P0299 was still present. The vehicle was brought back a second time (30 January), after almost 2 weeks of no communication and me having to call multiple times to get an update I was told the turbo would have to be replaced again to rectify engine code P0299 and it would be done by the end of the following week. I was then told it was another part entirely and they would have to replace a different part. After picking up the vehicle (24 February) driving the next day the vehicle would have certain issues accelerating similar to the first time, but there was no check engine light. After a couple of weeks the vehicle had a check engine light with the SAME CODE P0299 which was verified by another mechanic shop. Mitchell Hyundai also told the credit card company that the delay was due to the effects of COVID and delay in parts, which was never mentioned or expressed as being a reason for delay, they were also unable to provide any proper documentation or proof of the actual damage to the original turbo, I was told that it was a certain part in the turbo that was damaged but they had no documentation or prove or describe it.

  Also as far as not working with the company in good faith, I was without a vehicle for more than a month (total repair time) and with a lack of communication (2 weeks no phone call or update as well as being told I would get a call back from the mechanic) and misleading information (being told it would need a new Turbo again after having replaced it)  and still have the same engine code that the vehicle was initially brought in for, the company did not show they were diligent in repairs.   
  

  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/30/2023

  We stand by our original response.