ComplaintsforHiller Automotive

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While on a business trip in Peoria, IL on 11/7/22 the transmission on my 2015 GMC Sierra failed and was taken to Hiller Automotive. On 11/18/22 I paid $7,602.68 for a new transmission with a 3 year 100,000 mile warranty. Driving back to TX the transmission didn’t seem to be shifting correctly. On 11/21/22 I called ************** for a warranty location and to file a claim and spoke with *****. She provided claim #****** and directed me to a **** location in Rosehill, KS which was close to where I would be for Thanksgiving. On 11/23/22 I took the vehicle to that location where a man took a look at it and then told me that it seems fine. The transmission continued to shift hard and then started making a strange noise. I took it to ******* ****** ********* in Henderson, TX. On 6/28/23 they informed me that the transmission had failed, there were metal shavings in the transmission and on the dip-stick. ******* ****** contacted Hiller Automotive and Hiller directed ******* ****** to the “transmission vendor”. The vendor wanted the core shipped to them and said it could take 3-6 weeks to repair and send back to TX. They also wanted pictures and reports which were sent. I work. I can’t be without a vehicle for any extended period. On 6/30/23 I paid ******* ****** $6,095.68 for a new transmission. On 7/3/23 I called ***** at Hiller and he said there were protocols to follow with vendor and he would call me back. On 7/5/23 ***** called me and said he dumped it in the vendor’s lap and he would call me. On 7/10/23 I called ***** and he said an adjuster was looking into and he would keep me posted. On 7/21/23 I called ***** and he wasn’t available. On 7/24/23 I called ***** and he said “seems they’re gonna play ball. Everyone understands I had to get vehicle back on the road and I had to go out of pocket on another transmission “. ***** said he would keep me posted. I called ***** on: 8/8/23, 8/9 8/16 8/30 9/20 9/22 9/29 10/13. No resolution.

  

  Business response

  10/27/2023

  Looking into the complaint filed by Mr. ********. It appears that the dealer that he had taken his truck to in Texas didn't follow any of the procedures put in place by the warranty company. We received a series of emails from the customer and the repair shop and the warranty group. The warranty group was looking for proof of failure on the transmission and none of that was reported to the warranty company. We have sent the emails from the group and a transcript of our conversation with the customer to ****** with the BBB. When the customers transmission failed he did contact us to gather a copy of the invoice to give to the dealer for the warranty company. The fact of the matter is that we don't have any responsibility to give a refund to Mr. ******** for his repair with the dealer in Texas. Once the needed information was not provided to the warranty group by the customer or the repair facility and the customer decided to put another transmission in the vehicle and send back the unit that would be under warranty as a core he chose to not utilize the warranty and repair the truck on his own. His complaint with us is not valid due to the fact that we did not manufacture the transmission we just installed the unit. The warranty was not utilized by the customer or the repair facility. they did not respond to the requests of the warranty company to confirm failure or coverage. The customer did have a warranty on the transmission but when him and the repair facility chose not to follow the steps that are needed to be followed to get the transmission replaced under warranty there is nothing that we can do to assist them. Furthermore the time line that was given by Mr. ******** is as far as I can tell false because there is no documentation given from him the dealer or the warranty company on how long it would take because they haven't even gotten to the point where they can confirm or deny coverage. In summary the warranty companies requests were ignored and the customer made the decision on his own to replace the transmission out of his own pocket without any help from the warranty company. Also it looks like the complaint should be with the dealer that gave him poor guidance on his repair by not following the warranty companies procedure not Hiller Automotive or any of its associated entities. The warranty company at this point is denying any coverage because they no longer have any transmission to verify the cause of failure or receive back to issue a new unit.

  

  Business response

  10/27/2023

  ******, This is the correspondence between the warranty company and the dealer in TX about ****** ************. It doesn't look like she sent any of the required information back to the warranty company to further the claim with them. I don't understand where the timeline came from considering the warranty group had not even got to the point where they had actually confirmed coverage for the transmission.... 

  ---------- Forwarded message ---------
  From: **** ******** *************************
  Date: Fri, Oct 27, 2023 at 11:44 AM
  Subject: Fwd: TRANSMISSION REPLACEMENT
  To: ****************************  

  See Attached:

  Customer response

  10/27/2023

   I am rejecting this response because:
  
  The transmission installed by Hiller Automotive didn’t function properly the day the vehicle was picked up.  It is not known if this was due to a faulty transmission or improper / poor installation.  Furthermore, since July of this year, I have been led to believe by Hiller Automotive that something was being done to at least partially compensate me for my out of pocket expenses and the associated inconveniences.  

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a control arms installed at a different place than hiller automotive.I took it there for only an alignment. This was a 13 ram 1500 truck. After the alignment I had it towed back there after driving 36 only 36 miles.The alignment was done and now the control arms carved a ring on the inside of the tires ruining the front set. They aligned it with the control arms rubbing the tires. I complained and they said they dont know what's wrong but it was nothing they did. The tires did not do this when I dropped it off for the alignment. I ended up towing it home and can't drive it now. They claim is wasn't something they did although it's undrivable now.I complained they said basically who cares not our prob we didn't do this.I called hiller in Springfield to speak to their general manager. The manager ignored my phones calls and has pekin manager Paul call me and once again said not their problem. I said I'd be happy with the alignment money back he said no how bout half. I said ok....well total with tax $109.85 I was shorted even on half I got 40 bucks back.I have pictures of the damage and bank statements of this.So I believe they should be liable for repairs and new tires.....During alignment if truck was rubbing it should've been seen and they shouldn't have aligned it.Notnto mention the burning smell from the tires.So...obviously this is something they did and should be liable for replacing and fixing what ever they did.

  Customer response

  09/30/2023

  I gotta call from hiller automotive.. This is being resolved with truck being repaired next week thank you very much you can remove this as requested by hiller automotive 

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