Complaints

This profile includes complaints for Haselwood Imports Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Haselwood Imports Inc

  5008 Auto Center Blvd Bremerton, WA 98312-3346

  
• 

  Haselwood Imports Inc

  PO Box 4760 Bremerton, WA 98312

  

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:07/31/2024

  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.

  On May 14th I went to Haselwood Volkswagen to test drive a 2020 Volkswagen Jetta ******* I was driving the car and the salesman was in the front seat and my father was in the backseat. During the drive a rock got kicked up into the windshield by the car in front of us. It immediately put a chip on the windshield. I really liked the car and agreed to buy it. The salesman and sales manager both said they would fix the windshield. I called later to set up an appointment and they said they'd get back to me. I called again a few weeks later after not hearing back from them and they said it was an "act of God" and they wouldn't help me. I called several more times asking to talk to the general manager and they either say he's not in or I get a runaround. I'm tired of this treatment and just want my windshield fixed as promised. It has since spiderwebbed.

  

  Business Response

  Date: 08/02/2024

  I was able to get ahold of ***************************** yesterday 8/1/24 and we are scheduling a windshield install promptly.  This incident was handled poorly by a former employee and our team has discussed how to handle instances like this in the future.   I apologized to ****************** for the way this was handled and the subsequent missed communications.   Once completed I will reach out to ****************** to follow up and make sure we've delivered on our promises and resolved the matter.       

• Initial Complaint

  Date:03/22/2024

  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.

  I called Haselwood Hyundai on 12/26/2023 to set up an appt to take care of a factory recall for my new Hyundai. The appt was set for 2/15/24. Upon arrival I was told that they had not ordered the appropriate part. A new date was set for 2/22/24. Within a week (and as soon as we had our first heavy rain), I discovered that my car was flooded in the front foot well. I immediately called Haselwood, but they pushed the date back to March 4 to address their mistake, leaving me with a flooded car while rain continued. I returned the car to Haselwood to have them redo the recall work as well as clean out the water, both from behind the dashboard and in the driver side footwell. I suspected that the second attempt was not completed. I hired a professional mold and moisture inspector (Licensed, ***************** to test my vehicle. He immediately found that my carpet and under the carpet were saturated at 50%+. I called Haselwood AGAIN and asked that they replace the carpet and dry out my vehicle. At that time, I requested that they complete the work and prior to putting the car back together, that they employ the same mold/moisture inspector to determine if their efforts were successful. When I dropped off the car, this seemed reasonable. However, upon arrival to pick up my vehicle on 3/16, I was told that using an inspector was not part of their protocol. I hired the inspector myself and his tests revealed a 38% moisture saturation. ALL of the damage to my vehicle is a direct result of poor/faulty workmanship (careless as well), by Haselwood. *** tried time and again to simply ask that they fix their mistake and they have either continued to lie and do shoddy work or refuse altogether. Throughout this process, Ive experienced ageism, misogyny, sexism, and gaslighting, At this time, I would like my money back 100% so that I can purchase a car from a reputable place.

  

  Business Response

  Date: 03/25/2024

  RE: ***********************
  File # ********
  2024 Hyundai Tucson
  *****************
  
  To whom It may concern,
  On 02/20/2024 *********************** brought her 2024 Tucson to Haselwood *********** to complete a factory recall 9A6 for potential water leak from the Windshield. The recall was performed per provided instructions and vehicle released to customer the same day. Customer recontacted ********************************************* to report water leaking onto the drivers floor area. An appointment was scheduled for 03/04/2024 with a no charge rental provided. Performing diagnoses, it was confirmed the vehicle windshield was leaking. A new factory windshield was ordered and installed with vehicle returning to customer 03/11/2024. The customer hired an outside vender to check for any mold inside the vehicle. No mold was noted but the vender did state that there was moisture under the carpet.  On 03/13/24 the customer dropped her vehicle off and picked up a no charge rental. Haselwood Hyundai checked the drivers front and rear floor for moisture. We confirmed there was moisture to the drivers front floor under the carpet with the rear floor being dry. The carpet was lifted and dried with fans until such a point the underside of the carpet felt dry to the touch. The carpet was laid back down and loose trim installed. Customer was contacted and picked vehicle up around 03/15/202.
  The customer called and explained that she hired an outside vender to reinspect her vehicle for any moisture and reported the vender was showing a moisture reading of 38%. At this point an appointment has been made for the vehicle on 03/26/24 to reinspect and perform additional drying to insure 100% dried carpet.
  
  Sincerely,
  
  *****************************
  Haselwood Hyundai
  Service manager.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21474242
  
  I am rejecting this response because it is not thorough. There are many details excluded.

  When I initially scheduled the recall appt, the dealership had 7 weeks to order the replacement part. They did not order the part or let me know until I arrived at the dealership for the first appt. ***** mentioned twice that I received a no cost rental. Given that the reason my windshield was leaking was due to their error in installing the windshield it is only right that they pay for me to have a rental. For the initial appointment, I planned to not have a rental. When I hired  a vendor to determine if the carpet was wet, that licensed and bonded vendor tested the water at over 50%. In addition, when he raised the carpet, tools were not required to assess water presence as he put his hand under the carpet and it came out dripping wet. For the dealerships second attempt at fixing the problem that they created by doing shoddy work, I asked that an inspection happen prior to the return of my car. They did not do this and claimed it was not part of their protocol. Installing the windshield incorrectly and damaging my new vehicle should also not be part of their protocol. Now that my car is there for the third attempt to remedy their mistake, I have insisted that they do a full inspection to ensure that the water is not continuing to leak and that they inspect the entire area between the leak in the windshield to the floor. I am not aware whether this thorough inspection has been done thus far, but it should have been, given that water cant jump from a windshield to the floor and not damage anything in between. I have also spoken to someone from Hyundai corporate who claimed that this work was not covered under my warranty. My warranty is of NO CONSEQUENCE in this situation. All damage to my new vehicle is due to shoddy workmanship and/or negligence on the part of Haselwood. They are solely responsible to address and fix which they have been reticent to do since their initial mistake. 

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

  

  Business Response

  Date: 04/08/2024

  04/08/2024
  RE: ***********************
  Case # ******** 2024 Hyundai ******

  *****************

   

  On 03/26/2024 customer dropped vehicle off early afternoon and was provided a no charge rental. The customer requested to have vehicle water tested to ensure no water leaks were present. Vehicle carpet was removed and placed under our water leak testing equipment for 4 hours. No leaks observed. Vehicle carpet was sent to our detail to have a moisture extraction process performed. ************* carpet was placed in a drying area and left to dry until 04/01/2024. Vehicle carpet was reinstalled. Customer requested to have **** *************** services who specializes with moisture medication inspect vehicle. 04/03/2024 vehicle was tested and found to have no moisture from carpeted areas. 04/03/2024 customer picked up vehicle and returned Rental.
  
  Sincerely,
  
  *****************************/SM
  Haselwood Hyundai

  Customer Answer

  Date: 04/20/2024

  Haselwood Hyundai has not listed all five of the opportunities they had to fix this car.  What began as a factory recall, morphed into a case of neglect on their part.

  My brand new vehicle now has water damage which renders my vehicle as one unable to be sold. 

  Haselwood has never taken responsibility for the errors committed in their repair facility 

• Initial Complaint

  Date:03/01/2024

  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.

  Nov. 27, 2023: Liberty Bay Auto, which sold us our car, determined that internal engine failure had likely been responsible for a long-term problem that finally rendered our 2015 Hyundai Elantra unusable. Believing we had been dealing with a transmission issue, we previously flushed/refilled the transmission and had it looked at by Silverdale Transmission and Automotive, which was unable to find anything wrong with it. The car had hesitated while accelerating, and by Nov. 2023, had little or no power when put in Drive. Background: Haselwood Hyundai had replaced this engine under BROWN v. HYUNDAI MOTOR *******, a settlement approved by the District of **, **** Federal District Court. By Nov. 2023, this engine had less than ****** miles on it.Dec. 21, 2023: Haselwood Hyundai determined that the engine coils & plugs needed to be replaced, not the engine, for $1,310. We agreed to the ******************** 12, 2024: I contacted the Hyundai corporate customer service representative after experiencing the same hesitation issue that led to the car becoming undrivable while driving on icy roads. I was not able to replicate the issue when the weather warmed the next week. I canceled the Jan. 26, 2024 appointment.Feb. 4, 2024: The problem that had rendered our car unusable in Nov., but was allegedly repaired in December, made a ***** return. Once again, it hesitated and lost power. We scheduled another appointment at Haselwood Hyundai. Feb. 13, 2024: To resolve the recurring problem, Haselwood Hyundai recommended flushing/filling the transmission ($400), and they said that a transmission replacement was likely ($4,000+). We told Haselwood Hyundai of the transmission services we previously performed, but they insisted the transmission was the new cause of our old problem.Whatever the issue is, we want it fixed for the $1,300 we paid in December. The issue Haselwood claimed to resolve in December was exactly the same as the one we began experiencing again in January.

  

  Business Response

  Date: 03/11/2024

  02/28/2024
  RE: *********************************.
  File # ******
  2015 Hyundai Elantra
  *****************
  
  To whom it may concern,
  ************************* brought their 2015 Hyundai Elantra to our dealership 02/12/2024 ******* with a concern of vehicle is shifting hard and to check and advise. In performing diagnoses, we noted check engine light is not on and no-fault codes present. What we did note is that the transmission has internal concerns and fluid is severely dark. The recommendation is the transmission be replaced to repair condition. Based on the service history provided by the customer, flushing the transmission fluid would not be an option.
  The customer has stated that the vehicle has the same concern as the prior visit on 12/11/2023 ******* miles. ** this visit we noted check engine light on with codes P0301, P0303 and P0304. In performing diagnoses, we determined that vehicle needed new ignition coil and spark plugs.Road test confirmed vehicle concern repaired. I have attached repair order copy ******** for your records. The current vehicle concern is transmission related and not related to spark plugs or ignition coils.
  Customers have stated that they feel the current transmission condition is related to the engine replacement performed on 12/03/2020 at ******* invoice *******. I have attached a copy for your records.Based on time lapsed and accrued miles since this repair we are unable to confirm any relation to the engine replacement and current vehicle concerns.
  Haselwood Hyundai was contacted recently by Hyundai **************** at which point we provide the current vehicle diagnoses findings and needed repairs.
  
  Sincerely,
  *****************************
  Service Manger
  Haselwood VW/ Hyundai

  

  Business Response

  Date: 03/11/2024

  More Information...

  03/01/2024
  
  Re *********************************.
  File #******
  2015 Hyundai Elantra
  
  To whom it may concern,
  In response to comments concerning invoice 8603651-line 2 statement (Not by Haselwood) appears to be a misstatement at the time of write up. We have provided you with documentation stating and verifying the engine was replaced by Haselwood Hyundai. There is no intent to mislead or coverup.The current statement of facts provided by Haselwood Hyundais original response has not changed. 
  
  
  Sincerely,
  
  *****************************
  Haselwood Hyundai

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21369214
  
  I am rejecting this response because the issue reappeared approximately three weeks after Haselwood completed the repairs, and because were we ever informed there was a threshold of "too many miles." We contacted Hyundai corporate offices, which we had been working through, immediately after first experiencing the problem, as they had advised us to drive the car as much as possible and report the problem to them directly. Haselwood currently has the vehicle. How many miles have accumulated?
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/15/2024

  03/13/2024
  
  Re *********************************.
  File #******
  2015 Hyundai Elantra
  
  
  Haselwood Hyundai position has not changed from previous communications and will not be offering any assistance in the repair of vehicles concern. Based on findings the current vehicle condition is transmission related and not related to any prior work performed by Haselwood Hyundai.
  
  Sincerely,
  *****************************
  Haselwood Auto Center/ Service Manager
  

  Customer Answer

  Date: 03/16/2024

   
  Complaint: 21369214
  
  I am rejecting this response because Haselwood Hyundai has made claims about past repairs that appear to lack credibility. Three months prior to a federal settlement agreement, while Hyundai was in negotiations, Haselwood Hyundai claimed that an engine smoke was the result of Liberty Bay Auto overfilling an oil change. We have the paperwork from Liberty Bay disputing this to be the case. On another service visit, Liberty Bay informed us of our engine's settlement agreement because of the engine knock. Haselwood Hyundai would not admit/confirm that there was a settlement. We have a record of the phone call, with the name(s) of those we spoke to. What took Liberty Bay to establish in less than 24 hour took Hyundai and Haselwood eight days to confirm, and this was AFTER we provided a copy of the Hyundai settlement agreement to Hyundai. Even after providing it, Hyundai was confusing our engine settlement (Nu) with another settlement (Theta). We have the phone record(s), with the name(s) of those we spoke to. After the 8 days, it took Haselwood 3 days to confirm that the problem with our engine was covered under the settlement. We have the phone records, with the name(s) of those we spoke to. We've investigated the alleged transmission problem before with fluid changes and specialist visits, with no result. Liberty Bay, which has had a proven track record of taking care of us as consumers with this car, investigated what we believed to be a severe transmission issue in November and found that the replaced engine was failing after less than ****** miles. Haselwood disputed this and claimed it could be fixed with a $1,300 engine coil repair, which only lasted weeks. Now Hyundai is claiming the exact same problem is being caused by a transmission issue that nobody had previously identified. Hyundai claims that too many miles have accumulated for them to determine if they're at fault, but they haven't told us what that mileage number is. And when we asked in December about guaranteeing their assessment and work, they would only answer that they guaranteed their parts. It was an obvious obfuscation of the issues with this car. If the BBB has an independent mechanic, we would be willing to consider paying that person/shop to give us an independent assessment of this vehicle's engine and current problem. Unless Haselwood would like to fix the car as promised in December, or negotiate an offer to purchase the car from us, we think any settlement mediated through the BBB should include one important factor: The Truth.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/02/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  On October 18, 2023 I traded my car in on a 2019 GMC Acadia. The Finance Officer gave a brief description of the contract, which totaled 43 pages. When I returned home and read the document, I discovered a document Vehicle Theft Protection Program which my wife and I were NOT shown, nor did we sign (.my signature was cut and pasted from a computer screen). At the bottom of the page it clearly states, THERE IS NO REQUIREMENT THAT YOU PURCHASE TPP AS PART OF PURCHASING THE VEHICLE. I called the Finance Officer back and told him I was declining this Theft Protection Program, as I was already insured for theft through my auto insurance company. He told me the General Sales Manager had to override the agreement.A week went by with no response so I called the General Sales Manager who told me I could NOT decline it. Since I had 60 days to accept or decline the contract I knew it was well within my rights to get reimbursed for a charge that they were obviously trying to hide from us.I purchased the vehicle on October 18, 2023. I signed the declination on October 25, 2023. Haselwood will not return my calls. It is now January 2, **** and Haselwood still refuses to reimburse me the $399 (plus tax!).I believe Haselwood not only uses very deceptive, dishonest sales techniques, but NOT HONORING a contract is outright theft!

  

  Business Response

  Date: 01/03/2024

  Customer complaint has been resolved. Issuing a refund for the theft protection customer chooses not to have after the purchase of the vehicle.

  Customer Answer

  Date: 01/03/2024

  I just spoke to ***, a Financial Officer at Haselwood Hyundai.  He has agreed to reimburse me for the contract I had declined back in October.  He said I should expect to see the check in the mail within a week. Hopefully it will show up.
  Thank you so much for your efforts on my behalf!  I am SO grateful for BBB!!
  

  
  

• Initial Complaint

  Date:09/28/2023

  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.

  In May appointment set for cam chain tensioners replaced on **** VW Touareg. Day of contacted them and the parts were not ordered. They had us contact their parts department to order the parts as they will only install their provided parts. We paid $2889 for their parts, significantly more than elsewhere. New appointment set July 20. Dropped car off asking to work with service rep ****** whom we had worked with before and trusted. Contacted by different rep ******* Asked for a quote and was sent link to service recommendations. First showed all extra services rejected by ******* I kept receiving calls from ****** of additional recommendations. I rejected most, agreeing to few, like an inspection for noise and leaks. **** updated, had inaccurate quote which ****** agreed was inaccurate. Did not account for parts purchased. This was the only quote ever received while car in service. The 24th called for update, received text they had to order nuts and bolts arriving the next day. The 25th parts confirmed and text said vehicle would be done at 4pm the 26th. No more communication received. Kept calling to confirm vehicle was done. Finally the 29th got ahold of ****** to confirm car was done and were told they cannot put it back together and wanted me to come look at it the 31st with manager *****. Took off work to go in. They claimed the cam sprockets were broken, when they replaced the parts the cam chain had skipped timing killing motor.Asked to return parts but were told no as they were already installed. I stated they should not have been as the pre-inspection should have determined there was a problem. No contact from them, took off work to go in and get expected bill which was unofficial breakdown of charges for completed job price *****, including ***** for labor. On the way out the door I was notified my window had been broken. We never received a proper estimate, communication was unacceptable, and the price when our car no longer runs is unreasonable.

  

  Business Response

  Date: 10/06/2023

  Dealership is unfortunately not able to ***** customers request of reducing the original repair order by 50%.  Dealership was not at fault in this matter.  Dealership was not approved by customer to diagnose the original concern for replacing the cam adjusters and completed that repair per the customers request. The parts were installed correctly by technician, which unfortunately led to a failure due to the condition of a different part of the vehicles engine, which was not at the technician nor the dealerships fault. The technician at that point spent an additional 3-4 hours of diagnosis following the failure, that was done as goodwill and not charged to the customer, to verify the concerns caused by the completion of customers initial request to install the cam adjusters.  Dealership spent additional time, at no charge to the customer, following the failure in an effort to assist customer in deciding their future plans with the vehicle. Dealership has already suffered an expense by paying the technician for the post repair diagnosis labor, due to the technician not being a fault for the failure. Dealership has replaced the window that was broken by an unknown person while on dealership property at no charge.

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20667321
  
  I am rejecting this response because we were never given a proper quote. The dealership started work on the car before the price was agreed upon. We still have not received a proper quote. Under the Auto Repair law in ****************, we are *********** a estimate before any work is performed. The service rep agreed the numbers we were given were inaccurate but never provided an updated quote. This is unacceptable. The repair I asked for should have been done first and any underlying problems should have been identified and communicated immediately. Instead there was a continuous additional services, no communication, we were then contacted that our vehicle would be completed and then no communication for days. When we contacted them we were told there had been a catastrophic problem and the car no longer ran and at that point they should not be charging us full price. Also, the shop is not transparent about what the shop hourly rate is which is also why we don't agree to the price as we do not know what we are paying for or how it is broken down.  Because of this lack of communication and lack of transparency we believe they are charging way too much for work that shouldn't even have been done. 

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

• Initial Complaint

  Date:06/24/2023

  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.

  My daughter bought a new car from this dealership- she didnt have it 6 months before they told her to park it because of a recall. It was apparently a serious recall. So she parked it in her driveway and didnt drive it for about a year waiting for the part. They fixed her car by replacing her new engine for a rebuilt engine. While all of this was happening she didnt change the oil. Why would you change the oil in a car that is parked. Unfortunately, while this was going on her prepaid oil changes were running out on the calendar. Today, she took the car back for a ***** oil change and they would not honor the oil change. Plus they charged her ****** plus a 3% fee for paying with her card. The dealership should be held responsible for honoring those oil changes until they are used. Please know this is terrible customer service and something the dealership should have taken care of in a more professional manner.

  

  Business Response

  Date: 06/29/2023

  Haselwood Hyundai understands the customers complaint regarding the manufacturer recall and can empathize with the frustration of her complimentary oil changes expiring during that time frame.  We have contacted and offered the customer a new complimentary package of three oil changes which the customer accepted and thought was more than fair as a resolution to this situation.

• Initial Complaint

  Date:06/02/2023

  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.

  I bought a car from this dealership, this part was fine but I sold the car months later and they owe me a refund check for my warranty periods which values at around $4,000. The business has been reluctant to resolve this problem and has lied to me several times about my check being "processed" and sent to me. When I first was trying to get my check the business wouldn't even *************, I would call everyday and they would just put me on hold until I reached a voicemail or they would tell me the people I needed to talk to were not in the office. I have been discussing this issue with them since December 2022 and it is now June 2023.

  

  Business Response

  Date: 06/12/2023

  ****************, I apologize for the inconvenience you have experienced with our dealership.  Upon investigation into the matter, it looks as though there was some miscommunication with what documents were required to submit for the cancellation.  I have confirmed that the cancellation form along with all required documents is now in process with our accounting office, and they have been notified to expedite the processing of your cancellation.  We apologize for the inconvenience and frustration you have experienced regarding this matter.

• Initial Complaint

  Date:10/18/2022

  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.

  I had suspension returned to stock. Picked up with damage to bumper cover, none before. The wanted me to buy a bumper from them. My insurance Co body shop says they no longer make them. Now stuck with aftermarket bumper cover. My vehicle has lost its stock designation directly due the malfience! Photos in phone, receipt in files. I hold no quarter!

  

  Business Response

  Date: 11/01/2022

  Customer came in to have his **** VW R32 he purchased back to stock form. Customer supplied factory components, this included the factory Shocks and sway bars, we supplied the front strut upper bearing plates. After suspension was returned to factory, we performed a 4-wheel alignment. At time of visit customer also had a battery replaced as it failed the test. The customer took the vehicle after work was completed and has never brought to my attention or my advisor's attention, that there were ever any damages to the vehicle since his visit on 8/26/22. The vehicle was a very clean Black R32, and any damages to the front or rear bumper cover would have been very noticeable and stood out at time of delivery. Customer spent $1739.04 in labor to return the vehicle back to factory specs. I attempted to look back at video of vehicle in the shop from August, but our recordings do not go back that far. Attached are pictures of the vehicle in its lowered stance modified form. We do not have any pictures of the vehicle after.
  
  

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18242431
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:09/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I dropped off my car at the dealership on Sat 8/27, I called them the following Monday and they stated that the tech was out and will be back the next day. I called the next day late into the afternoon and they stated that they fixed the original problem but during an update they fried the computer for which they took responsibility for; so they ordered the part and will rent me a car. From then on I tried to call the main line and the service line multiple times and no answer. No one ever call me back about the status of the vehicle or a rental car. They never ever call me. I always have to initiate the call. I was able to reached them a couple of times and during those times, I get the usual response, "my service adviser will return you call". My calls have never been return, not even once. Another week gone by and no calls, no rental car or loaner that they promised me and I'm stranded. I called the corporate office to voice my frustration and all they did was to give me a case number and no other action. I told them that I needed a rental for I'm stranded and all they can say is they'll look into it and the case manager will call me. The case manager did eventually called me but I missed his call. I called back within 5 minutes and it went straight into voicemail, so I left a message to please call me back. I tried calling him for 2 days now and it always goes straight to voicemail. So I finally went to the dealership this last Saturday to confront them and all they can tell me is that there is a waiting list for rentals till October and are still waiting for the part. I told them that I can rent a car on my own and send the bill to them but I need their permission. They said that they have to wait for their manager's approval but he was on vacation and they do not have his contact info. Such BS. I have been stranded for 2 and 1/2 weeks without wheels and counting. This has been a very bad experience for me and I'm hoping you can do something please.Thank you

  

  Business Response

  Date: 10/14/2022

  What dealership is this for?  We have 9 of them 
  

  
  

  Customer Answer

  Date: 10/19/2022

  This is the business name in question:

  HASELWOOD ********************************************************************************************************** 98312
  HaselwoodHyundai.com

  

  Business Response

  Date: 10/20/2022

  Customers vehicle came in for a Check engine light on 8/27, diagnostics were started then, and completed while I was on vacation after multiple small parts were ordered and replaced through 9/14. I received a call from ******* on 9/14 stating that the *** crashed during the software update and needed replacement. After replacement of the *** on 9/16, Technician found that vehicle needed an engine replacement.
  
  Technician determined that there was oil saturation on cylinder #1 plug and Fuel injector failed on same cylinder. After spark plug and injector replacement, Engine Seized on technician. Information was sent to Hyundai and Engine was approved to be ordered. That was 9/16 when we were able to approve a rental vehicle for customer. I talked with customer when I came back from vacation and moved him up on the rental list as he expressed his need for a vehicle. He was put into a vehicle on 9/24 when the first one back had returned. He is still currently in a vehicle and his engine replacement is almost complete.
  

  Customer Answer

  Date: 10/26/2022

  Complaint: 18022799
  
  First of all, the person that responded did not identify himself or herself. There was I and we mentioned in the response. The only person that I was dealing with was the service agent ******* and **** from the corporate office. But most important of all, the respondent did not address the core reason for my complaint and that was the lack of communication from the dealership, no updates, no return of calls and no loaner car for 4 weeks. I was left stranded without a vehicle for this long and I was hoping that the corporate office would expedite this. This was my main reason for involving the corporate office in the first place. I was the one that suggested renting a car on my own and be reimbursed on a weekly basis. I was approved for renting a car by **** but denied the weekly reimbursement. I was told that I would only be reimbursed after my vehicle was fixed, which I was informed by the dealership would take about 2 to 3 months to complete. I indicated that this was unacceptable for I did not want to rack up such a huge bill on my credit card waiting for my vehicle to be fixed. No customer should have to put up with this especially when I was promised a loaner car 4 days after dropping the car off at the dealership. So as a result of inaction from both dealership and at the corporate level, I was forced to go to the state and file a complaint with BBB for assistance in this matter. Four days after BBB sent the complaint to the business, I received a call from the dealership that a loaner was available and an apology for the lack of communication. I finally pickup the loaner 4 weeks to the date after I dropped my car off at the dealership. I truly believe this would not have happened so quickly without the help of BBB intervening on my behalf. So I would like to take this moment and thank BBB for helping me expedite this issue. I really appreciate it. After receiving the loaner, the communication from the dealership has greatly improved and the service agent has kept me informed of the vehicle status on a regular basis and responded to my texts. Something I wish they wouldve done at the beginning and avoided things to be escalated to the level it did. My car was fixed and picked up on 10/22 and the loaner was returned.
  
  The issue has been resolved. Thank you BBB again for assisting me on this matter.
  
  
  Sincerely,
  
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