ComplaintsforMetroWest Hyundai

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife's new car had a flat tire this morning. Her car only has 1430 miles tires are made by Kumo part of original car purchase six weeks ago in May. I had to call AAA for her they put the spare tire and put the bad tire in the back. I drove to meet her when AAA replaced her tire. I asked AAA to take a look there was no nails or debris but after closer inspection we saw at the bottom of the tire appeared the tire rubber had separated. My wife drove her car to the dealer they refused at first help her and told her the tire is not warrantied for wear and tear! I told the service customer service that this is not wear and tear the tires were supposed to be 40k-50k tires she only has 1430 miles how is it wear and tear?!The tire was defective. I asked to speak with the store manager he explained if the tire has more than 25% thread left Kumo will replace the tire. I asked them to make sure they do the paperwork and give us the copies. He said his customer service will take care of it. Shortly after that my wife called and said they want $236. I was surprised. I called the store spoke with the Manager again and asked they give assessment of tire in accordance with the manufacturer policy. My wife just returned home with a bill and **** warranty explanation hand out. I called their Kumo customer assistance desk **** told me that the information should have been submitted by the dealer and the dear should have performed an assessment complete the request for replacement and they don't take information from me. He said he can give a reference number ***** and now it is now it is too late! Probably the dealer didnt want to do the paperwork. My wife is diabetic she was at the dealer without anything to eat for almost 3.5 hours she was totally exhausted! Unbelievable they sell defective tire on a new vehicle and give us the run around.

  Business response

  07/25/2024

  I have attached pictures of the tire in question. The damage to the tire was due to impacting a pothole not a manufactures defect. In the pictures provided you can see there are 2 holes. One through the side wall and one below the rim line which is a sign of impact. 

  Thank You.

  Customer response

  08/08/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. I will email you the pictures. 

  [Please see the attached picture the defect is on the bottom of tire not on side wall. Clearly is evident that the a rubber layer at the bottom of tire had separated. The pictures business included are not the same tire. The picture I included were taken originally by metrowest Hyundai technician depicts location of defect. I did not hit a pothole my tire was flat I pulled to the side of the road as I explained originally. According to tire manufacturer Metrowest Hyundai should have submitted the defective tire form and submitted it but Metrowest Hyundai told us we should contact manufacturer and when we did manufacture gave us a case number and said Metrowest Hyundai should do the paperwork. I respectfully request full refund. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Shahin

   

   

  Business response

  09/05/2024

  We have spoken with the tire manufacturer and have provided them with the pictures to start a claim. The tire is being sent back to the manufacturer for their inspection to determine if there is a defect or if the damage was caused by impact. The customer will be contacted when we are given an answer from the manufacturer. This process can take 30 + days for a response.

   

  Thank You 

  Customer response

  09/08/2024

  Thank you for following up we wait until we hear back please see concerns stated below.
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response is to wait 30 days. How do we know they will send our tire because the pictures they sent originally were not pictures from our tire.s in reference complaint #********. I understand that by choosing to accept the business that my complaint will be open until we hear back in 30 days
  Regards,
  
  *************************

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a suv from this dealership last October when we bought vehicle we purchased a warranty on vehicle since then we being losing a lot of oil the warranty covers 24 months power train warranty we had problems with service **** refused to fix the issue they got warranty company to look at vehicle but due to previous owner they won't fix the problem we being putting a lot of oil they told us in order to fix the problem we need to replace the motor on our expense not there .

  Business response

  05/24/2024

         This vehicle was purchased here and started the inspection process but never completed the initial requirements per the manufacturer and the third-party insurance. With any insurance company or warranty, they require some steps to be followed before they authorize any repairs. The last time that we saw this vehicle, the customer was informed to drive the vehicle another ************************************************************************************************************************ additional diagnosis was needed. This vehicle has not returned since the combustion cleaning was performed and we are unaware as to the rate it is currently at. We are here to service this vehicle in any way we can, but we also need to follow the requirements of the manufacturer and the third-party insurance company. The customer can contact us to further the inspection process and see if further repairs are needed.

   

  Thank You 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a certified preowned vehicle on Dec *******. The dealership would not let me take possession of the vehicle until the following Tuesday. While at the dealership I thoroughly looked over the vehicle and there were no scratches of any kind on the vehicle. On Tuesday, December 19, 2023 I came later in the afternoon and took possession of the vehicle. Upon arriving to pick up the vehicle, my sales person Chadi informed me he did not know where the spare key to the vehicle was and wrote me a "we owe you" and told me to come back in a few weeks to get my key. I asked if I needed an appointment and he just keep repeating come back in a few weeks while ******* me out the door to the vehicle. By this point its not sunny and feeling rushed I got in the vehicle without inspecting it first. I drove the vehicle from the dealership to my house and parked it in the driveway. The next morning I noticed the scratches on the door and bumper. I called Chadi and explained what I saw and that I wanted this fixed as the day I purchased the vehicles there were no scratches. He accused me of causing the scratches even though I had the vehicle for less than 24 hours and it sat in my driveway. He was rude and treated me as though I did not matter because I was a women. This did not shock me as that my experience start to finish with this salesman. I sent him emails of the car and was told he sent it to his manager. On January 26 I reached out again as I still have not hear anything. I wanted an update on what they would do about the scratched and how do I obtain my spare key I was owed. I was told Chadi was terminated and was given Mr. **** contact information. I forwarded him the scratched email to which I got no responses. I also emailed regarding the key on 1/26/24. On Feb 1, 2024 I sent a follow up email and he said he would get back to me by end of day, that did not happen. I also sent follow up emails on February 7th and 20th to which I have received no response.

  Customer response

  03/12/2024

  I have not heard from the business in response to my complaint since 12 days ago. The dealership initially reached out a few hours after BBB contacted them and there have been no updates since. The business reached out at 5:53pm on February 29, 2024 stating they are ordering and programming my spare key and that when I pick it up they will look at the scratches on the vehicle and see what they can do. I have not heard back from them since this communication.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Metrowest has taken over from *********************** Hyundai. In the process, the acquired business has been negligent in fullifiling an order I had already paid for which was about 200$ for a side mirror.Over the course of 6 months I have called them repeatedly about the sideview mirror for my 2020 hyundai sonata. 1. Each time I am told that someone will give me a call back. This has never occured over >30 calls.2. They do not allow me to schedule an appointment without checking if the object is in inventory.3. Since I never receive a call back of it being in inventory this cycle of negligence continues. 4. In one call, a representative confirmed it indeed was in their inventory and apologized for the confusion . However, said person does not work there anymore thus no one else is ready to help further.My request: ****** refund me the 200$ once I show you the receipt OR give the side mirror in inventory to me so I can go to a different establishment to get it fixed.

  Customer response

  12/17/2023

  I have not heard from the business in response to my complaint.

  Business response

  06/13/2024

  This customer stated that he purchased something from ************************* before they sold their business. We do not have a record for a purchase from this customer. The customer would need to provide a receipt with the part information so we can research availability. If they did in fact purchase something and paid for it from *************************, then they would be responsible for filling that order. I would have the customer submit their receipt to *************************** and they can place an order to fulfill this customers request.

   

  Thank You 

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Car broke down on 29 July 2023, it is a Hyundai KonaNight with ****** miles on it. I had it towed into MetroWest Hyundai for repairs and they have not even looked at it as of today August 11th, 2023. I have a warrenty with Hyundai 100,oo0 ****** or ten years.I call and they tell me they are backed up, and havent gotten to it as of yet. They tell me when I call they will have someone call me back and I do not get a call back.In the meantime, I have a rental from Enterprise Car Rental, and it is running out on Tuesday.I would like my car repaired and the rental paid for as soon as possible. It is now over two weeks and they have done nothing. Please advise, on what to do, and if you can help me.

  Business response

  06/13/2024

  This repair was not a manufacturers defect and was not covered under warranty. This was a customer's ******************** claim due to a rodent infestation. The repairs were completed after the repairs were authorized by the customer / insurance company. The customer needs to submit any alternative transportation costs to their insurance company for review if they chose to have that coverage when they insured their vehicle. 

   

  Thank You 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I brought my car into the dealership for two recall updates. Additionally - while there I had a spare key and key FOB made. Upon check-out, the invoice had a line item charge of $34.58 misc. "shop charge for repair order". When questioned why I was being charged - the answer was - read the language around the shop charge which states: "Metrowest shop charge defrays costs of certain materials that cannot be accurately itemized, but which are generally used in the repair and service of vehicles." I stated that this charge is not relevant as all that was performed was a recall update and a simple spare key made. My vehicle had no actual repairs to warrant this fee. I simply wanted the $34.80 refunded to which I was told - "everyone is charged". This is clearly an unnecessary add-on as the business is already charging for parts and labor.

  Business response

  08/08/2023

  The Shop Charge is fee that is consistent with all customer invoices. I am not able to refund/waive this charge for ****************. I would like to reach out to **************** if this is acceptable per BBB.

  Thank you, 
  *********************

  General Manager/Partner

  ********************************* 

   

*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. ↩