ComplaintsforD'Arcy Hyundai

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 25, 2023 I had a scheduled 12:15 car appointment for an oil change at Darcy Hyundai in ******. It took me about a month to be able to get an appointment on a weekend day. I arrived about 10 minutes early and was the only car checking in when I pulled in. I told ******** my advisor that I would not be waiting and gave him my cell phone number. I received a text message telling me that I can communicate with my advisor during my appointment through the text message or phone call. After ***************************************************************************************** the green. I texted back after reviewing the inspection because my brake lines had not been checked and I wanted that done as it is part of the service. I never received a text back. At 3 PM I had still not heard back about my car and the service department had closed for the day. Due to my work schedule my parents went to the dealership to retrieve my car. When they arrived no one from the service department was there to speak to about the delay or the fact that my brakes had not been inspected. The cashier told my parents I could call back on Monday and that I should have been called or texted by my advisor to tell me the service had been completed. That never happened. This is the second or third time I have had an oil change appointment scheduled at this location and have had my car kept for hours and both times I was not contacted upon completion. Now I must attempt to get another appointment at a convenient time to get my brakes checked when they should have already been done. There is no sense of urgency or care expressed. Last time I was not charged for the oil change as an apology for the extreme amount of time my car took to be returned. This time I wasnt even given a write up of my multipoint inspection and was charged for an incomplete job. I have attached the text exchange that occurred to show I was not responded to or told that my car was ready for pick up.

  

  Business response

  03/30/2023

  March 30, 2023
  
  Regarding BBB Complaint ID #********
  
  DArcy Hyundai sincerely apologizes for any inconvenience this issue may have caused. A full refund has been issued for the service you did receive, and I have spoken with the service manager,and he has informed me he has reached out to you regarding setting up a full brake inspection. He did also review the text messaging data and there was a clear lack of communication from our service advisor, both with not responding to your text or letting you know the vehicle was ready for pickup. He has spoken to your service advisor about the importance of continued contact with customers while their vehicle is in for service. We will continue to work with you to schedule your vehicle for the additional service you requested on your vehicle.
  
  Sincerely,
  
  ***************************
  Executive Assistant
  DArcy Motors
  

  Customer response

  04/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car has been at the dealership for over a month now. (Since about June 10th) They havent returned my calls about the status of my vehicle. I also have corporate Hyundai involved with complaints. My car engine is part of a lifetime warranty and is at the dealership to be replaced. They have not provided me with a rental car this entire time.

  

  Business response

  07/23/2021

  
  July 23, 2021 
  
  Regarding: BBB Complaint ID #********
  
  
  
  DArcy Hyundai sincerely apologizesfor any inconvenience this issue may have caused. While we understand thefrustration regarding the time the vehicle has been at our location, we do notwant to send a vehicle out that is not in safe working condition for thecustomer. Due to a shortage in rental vehicles our dealership was unable toprovide the customer with a loaner vehicle when the customers vehicle was towedinto our location. We do realize this service is a huge convenience to ourcustomers, but with a shortage in rental vehicles we are having difficultiesfulfilling the requests. Upon initial inspection of the vehicle by ourtechnicians they did verify the customers concerns and did perform thenecessary tests for the engine warranty extension for the T3G recall. When theinspection was completed, we determined the results clearly indicate the engineneeds to be replaced. We relayed our recommendations to the Prior Authorizationdepartment at Hyundai but because the results dont fall within the warrantyguidelines, coverage for the customer was declined. Once we received theinformation from Hyundai, we did contact the customer. But we are relaying tostaff the importance of keeping our customers informed about the progress oftheir vehicle when it is brought in for service. DArcy Hyundais managementhas explained to the customer the decision made by ********************** and the continuedshortage of rental vehicles. Management has explained that we are still incontact with the case manager assigned to this issue to further help thecustomer get approval for the engine replacement. At this time, the customer aswell as our management, have not heard back from Hyundais Corporate officewith a decision. We have followed all procedures put in place by Hyundais ***************************** but have encountered our own frustrations with howHyundai has handled this ongoing issue. Even though the decision is completelyout of our hands, our staff at DArcy Hyundai will continue to work with thecustomer and Hyundai to come to a resolution.
  
  
  Sincerely,
  
  ***************************
  Executive Assistant
  DArcy Motors
  ************ Direct Line
  ************ Cell
  

  Customer response

  07/29/2021

   
  Complaint: 15674380
  
  I am rejecting this response because: I was specifically told on July 3rd when I went into the service department personally that they have cars but they are reserved for their customers. Now I believe that the dealership owes a certain due to represent Hyundai and all Hyundai  customers. But apparently that is not something darcy Hyundai dealership promotes therefore i did not receive an available vehicle. ********, who was supposed to be providing me with updates on my vehicle ignored multiple phone calls and voicemail messages I had left after weeks of not hearing anything. As we all know cars/transportation are a big part to our life especially I am single mother who works full time, there was never any help given or even any kind of communication from the dealership until I made this complaint. I hope that your dealership works on handling situations better than then this and I will never recommend your place of business to others due to your disregard and lack of communication with the customer. 
  
  Sincerely,
  
  ***********************

  

  Business response

  08/11/2021

  
  August11, 2021
  
  
  
  Regarding: BBB Complaint ID #********
  
  
              We havetaken your complaint very serious and can not stress enough how sorry we arefor your experience with our service advisor. The lack of rental vehicles is ahuge frustration for our staff and all customers that need this service, but thecomment made by our service advisor was unprofessional. Our staff at DArcyHyundai represents all Hyundai customers and stands by Hyundais policies andprocedures. The delayed response was due to waiting for a decision with regardsto the case on your vehicles engine replacement by Hyundais warranty department.Once we were made aware that our service advisor had not been returning yourmessages our service manager did reach out to you with an update and tried tohelp you in any way possible. We do sympathize with your situation and wouldhave hoped the outcome would have been better, but Hyundais decision to rejectyour case was out of our control. Due to your feedback, we are making sure tostress to our staff how important it is to always be professional and communicatewith our customers in a timely manner.
  
  
  Sincerely,
  
  ***************************
  Executive Assistant
  DArcy Motors
  ************ Direct Line
  ************ Cell

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