ComplaintsforBowser Hyundai of Chippewa

• Initial Complaint

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began experiencing an issue with my 2019 Hyundai Tucson revving every time I started the engine so I tried to make an appointment with the dealership. I attempted this the weekend of 9/1/24 by scheduling online. I tried every dealership service center within a 50 mile radius and none of them could give me an appointment prior to 9/24. On 9/2 I called Chippewa Bowser and scheduled an appointment for 9/24. In the mean time my car slowly deteriorated. On 9/19 it was towed to the service center. Over the next couple weeks I had not heard a single thing from the dealership. I made several attempts to my service attendant and the manager, calling and leaving messages, but never got a response. On 10/7 I personally went to the dealership to find out what was going on. My car has not even been looked at yet and they cannot give me any sort of time estimate or a rental. Their lack of communication is simply unacceptable. I am a single mother of three children and this is my only vehicle.

  Business response

  10/15/2024

  We have reached out to the service manager who informed us the customer's vehicle was in the shop as of Monday, October 14th. He was waiting on a full diagnosis before calling the customer to let her know of next steps.

  Customer response

  10/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This large corporation failed to address why my vehicle has been at their dealership for nearly one month and why I have not been able to contact them in anyway what so ever. It is unacceptable to return a customers phone calls for one month when you have their only means of transportation. They responded that they were going to look at my vehicle on Monday and call me. It is now Wednesday at 3:15 pm. I have not heard from them. This matter is not resolved at all. 
  
  Regards,
  
  ******** *********

  Business response

  10/18/2024

  The service manager has been in contact with the customer. At this point, we are unsure as to what the customer would consider a satisfactory resolution to the situation. We would encourage the customer to continue discussions with the service manager and his team and if that is not sufficient, to please contact us directly so that we can continue a discussion and work towards a resolution.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was towed at this location over 4 weeks ago . We had a scheduled appt with the service center on 9/20/23 @ 10am (we have documentation) along with a text reminder the day prior of this scheduled appt. I had not heard anything regarding the diagnosis that day. I called twice and finally Mike returned my call and indicated my car was not there. I was dumbfounded as my car was towed 3 weeks ago and I had an appt. He finally located after I provided the VIN#. He then tells me that towed vehicles were not being seen for 7/8 weeks out and this appt shouldn’t have been made. As a result of this appt, we paid to have it towed to be diagnosed on this day. He didn’t want to hear anything of such and would not work with me to rectify being it was their error. All he said is he would get it in whenever he could. We called a few times but nobody would return calls. My fiancé visited this location the nxt day because we needed further information of what was going on. He spoke to Mike on site but again he wasn’t willing to rectify their mistake. Zero empathy, care or want to help being this business was at fault. After leaving numerous phone calls last week to both Mike and Brian, not one courtesy return phone call. I spoke to a scheduling rep who was very apologetic for this internal mistake. He knew nothing about the process of towed cars and he would take up with mgmt. This past weekend, I sent an email regarding my dissatisfaction with this business. As a result, I received a return phone call yesterday from Brian. Again, Brian would not take ownership that their business was at fault and continued to argue with me. He promised me a phone call by the end of the day with an update. Once again, no return call. I am paying a car payment, paid for an extended warranty and paying car insurance. I need a means of transportation to live. It’s been over a month. This is weighing on my health at this point. Who can be without transportation nowadays. It is unethical.

  Business response

  09/27/2023

  We understand the frustration that comes with the known engine issues that some Hyundai vehicles are experiencing. *** ******* vehicle was towed to our dealership from another Hyundai dealership because the wait time was too long at the other dealership. Unfortunately, every Hyundai dealer is overwhelmed with vehicles for engine issues and have similar wait times. Hyundai has a specific policy and procedure that must be followed in order to get the engine replaced in these vehicles and it can take time for the work to be approved and covered under warranty. Because there are so many engine issues, our service department is overwhelmed with those vehicles and we currently have a wait list for both repairs and service loaned vehicles. At this time, we do not have service loaner vehicles available and our team works through the wait list based on which vehicles were brought in first. We're happy to continue working with *** ***** and get the repairs needed completed but at this point we are waiting to hear back from Hyundai corporate on their approval before an engine can be ordered and repairs can begin. Our service manager has explained the process to *** ***** and her fiance and while we wish we could expedite her repairs, we are required to follow Hyundai's procedures and there are many customers ahead of her who are also waiting on their repairs. We do our best to get to each customer as quickly as we can but with engine issues and replacements, we always want to ensure we are following the proper procedure and that the quality of our work does not suffer.

  Customer response

  09/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response from this business is a bunch of words and TOTALLY has diverted in full the problems that I have endured since day one.
  

  Yes, we paid to have the car towed from another location as a result of having a SCHEDULED APPT on 9/13/23 that was made through their scheduling department for that location. The dealership/service center (Chippewa) expressed they will NOT and would NOT honor this appointment and accept responsibility that there was an internal issue.  As a result “they would get to it when they can”. It was 2 weeks AFTER my scheduled appointment that my car got diagnosed just yesterday. I have been without a vehicle for over a month now. I had to pay a car payment, pay car insurance and paid for an extended warranty for my vehicle at the time of purchase in the event something of such happened, only to have it sit on a lot for a month. My appointment should have been honored and diagnosed on or at least near the 13th. An exception by this company should have been made as a courtesy being their company dropped the ball but instead argued the fact. Let me add again, the scheduling department when I spoke to last week apologized for their error and would take up with their management. 
  

  Also, I was told that I would be put on the loaner list from the day the vehicle was towed there over a month ago. Now I am being told it will be put on their list now that it was diagnosed and of course there is no availability.
  

  All the time and added stress this has caused me because of their business having internal issues is simply not right nor fair. The lack of respect with communication is the outmost worst. 
  

  Lastly, for the record, let me add, I learned yesterday from my case manager who is with corporate that he has also called NUMEROUS times trying to get an update over the last few weeks and has not had the courtesy of a return call or able to speak to a live person. He apologized and said this is not how their customers should be treated as they want 100%customer satisfaction which is the furthest thing happening at this time.
  

  This is my livelihood and being without means to any type of transportation at this day and age has and is very detrimental. 
  
  Regards,
  
  ***** *****

  Business response

  09/27/2023

  Again, we understand the stress and frustration that comes with the situation of not having a properly working vehicle. We admit that there was a mistake and miscommunication with our team regarding scheduling for engine issues but that's not something we can rectify for the customer at this point. Our loaner vehicle program has had a waitlist for months and we do our best to get customers vehicles when they are available. At this point, our team is following the procedures put in place by Hyundai and has been in communication with Hyundai in regards to this case. We're unsure of what *** ***** would like us to do at this point as we have no vehicles available to loan out and we continue to wait for the work approval from Hyundai to proceed with getting a new engine and moving forward with repairs.

  Customer response

  09/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  At this point, as a result of their internal error that they finally admitted to and refused to accommodate, we are 2 weeks further out. I am asking that once they get the green light from Hyundai Corporate that they move me up accordingly to where I would have been placed with service to my car and a loaner car available. 
  

  This dealership/service department has taken what is an awful situation to begin with and clearly by no fault of mine, made it worse. I don’t understand why they refused to do anything and take responsibility and make it right. 
  
  Regards,
  ***** *****

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am the Owner of a 2017 Hyundai Santa Fe unlimited, purchased 11/2016 from Bowser Hyundai. Was bought off the showroom floor and has been maintained to near perfection by myself. Have been in the process of performing oil consumption test to eval why my car is burning oil over the past 7 months. Was told by dealer nothing is leaking oil and 2 rounds of oil consumption test will need performed. Had my vehicle in on 6/30/2023 for routine 1000 mile oil check after recent oil change. Informed the assistant manager my car had a rough idle, which it has been doing when the oil is low. He stated the car was down 1/2 qt oil and that it was "topped off". He said the car is fine. Drove 400 miles since then, checked the dipstick and it is down to 1 qt. I do not believe my car burned through 4-5 quarts of oil in 400 miles. I am very unhappy with how I have been treated by the dealer service dept. The last time I had my car in for an oil change, it was completely out of oil before oil change due and sat on their lot for 5 days. No attempt was made to contact me with updates on the car. Was told after I called that they had changed the oil and that I would need to perform oil consumption test. i was not given a car to utilize while mine was held hostage by the dealer. I have repeatedly requested that this car be looked at more thoroughly. The trade in value is significantly affected because of this issue and I am unable to trade it in on a new vehicle due to their lack of willingness to address the problem. I still have a warranty for another 20000 miles and i don't understand the delay when ive repeatedly asked to address the issue. Any help would be appreciated to make them fix the issue or replace the engine.

  Business response

  07/12/2023

  Our service manager has been working with *** ***** on this matter. Unfortunately, we have to follow the protocol set by Hyundai before we can submit a request for assistance with the engine. We understand this process can be lengthy for the customer but it is necessary. Our service manager will be reaching out to *** ***** today.

  Customer response

  07/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my Hyundai Tucson 2019 towed to Hyundai in chippewa around November 26-27 because it wouldnt start. I didnt get any updates about what was going on with it until i showed up to Hyundai in December after Christmas and it cost me 500$ to get it back. They said they did a tune up, changed oil and a light or something, than gave it back saying it might need a battery but it will run like new. So on my way home, I stopped at the dollar tree in monaca. When I went to leave 10 minutes later, the car wouldnt start. My brother in-law had to come help me get it started, which took almost an hour to get it charged enough to get started and we drove it right back out to hyundai, chippewa and left it there. Two days later i got it back after replacing the battery for $200. Whithin a week the check engine light came on went back to hyandai. they said it was misfiring but couldnt give me any actual information and i asked how long would it take to see whats wrong with it and they said they cleared the code that I should bring it right back if it comes back on which i did and they didnt have the man power to look at it. Didnt offer to give me a rental, keep it or nothing they said just bring it back if the light comes back on. Ok fine. Started on my way home it did a weird buck thing and wouldnt go over 40. So I turned around and took it back and talked to them again and than they said again they couldnt help and that they didnt have any rentals the first time they said they didnt do rentals. My insurance said they should of given me a loner or rental if they were going to have the car more than one day but they kept changing their story about how they didn't do that and then it went to we don't have any right now. They said they cleared the code it should be fine. So i got home the next day the light came back on. So i took it back and they said dont worry it should be covered because while all of this was going on they were also doing the oil consumption paperwork where I had to bring it in every 1000 miles for them to read the mileage and see how many quarts of oil it would take. Thats when they said "dont worry it will be covered" because of a recall than never called me with any updates never called me to let me know whats going on never called me to let me know if they had a rental i could use, nothing. They wouldn't return my calls and if they did it was weeks later!! They have had my car since February and have only called me 2 times. The second time they called something happened where we got disconnected and i tried calling them right back and got a voice mail. It seriously was only a minute later!! And she still hasnt called me back to let me know any of my options because initially she was supposed to call me back and let me know how much a new engine, a used engine or a trade-in would be. And I haven't heard from her since. I literally tried calling her back a minute after we got disconnected. Think this is just absolutely unprofessional and ridiculous like they still haven't called me hey I understand you're having issues with trying to figure out what we're going to do with the car or what's your next move is to even ask me if I needed a rental when they said it was only going to be like 2 days right before they told me my car wasn't going to be covered because Hyundai denied it because they did not believe the problem came from the oil consumption issue but it's something else. I called the corporate office and they said that services were not going to cover it because it's not the oil consumption issue it's something in the front of the engine and that is the problem and not covered. They told us to contact the Better Business Bureau there is a lot more as well it wouldnt all fit in this message

  Business response

  07/03/2023

  Unfortunately, when reaching out to Hyundai for assistance on the engine repair, Hyundai declined assistance. Information from Hyundai on this is provided below. Once we were notified of this, the service advisor reached out to the customer and informed her of this as well as gave a price for the repairs. Since that contact, the customer never reached back out to the service advisor to notifiy us of how she would like to proceed. 

  The engine failure happened at 4,187 miles after a tuneup was completed on the vehicle. Our staff completed the bearing clearance test twice and the vehicle passed both tests. The warranty extension is for rod bearing failure only. The vehicle was a previous rental vehicle, which made *** ***** the second owner, which is why the vehicle would not qualify. Regarding the start up issue, when the vehicle was in for a tune up, a new battery was recommended based on our battery life test but *** ***** declined to have the battery replaced.

  From Hyundai Motor America:

  This engine condition does not qualify for an engine replacement under warranty extension due to the engine failure being unrelated to the connecting rod bearings. This prior approval request was reviewed and based on the information provided, HMA is declining to provide assistance due to the failure being out of warranty caused by the time in service and mileage of the vehicle.

   

   

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a '17 Hyundai Sonata Hybrid (new) in 10/17. In 11/2019, the engine failed (mileage: 61,548). After (4) wks, the vehicle was back in my possession. Rental car fees were paid by the Dealership. All repairs & rental fees were covered, presumably under warranty. In 3/2022, the engine failed again (mileage: 103,329). The Dealership replaced it under warranty & provided a rental car at no fee [from Enterprise] until the repair was completed [on 08/24/22]. Two (2) days later, I phoned the Dealership about concerns of the transmission "slipping" & a warning message being displayed on the dashboard. No return call. I submitted a letter to the Dealership on 09/11/22 detailing the issues & my loss of confidence in the vehicle & the Dealership's service capabilities. I received a reply on 09/14/22 from Ms. Megan E**** informing me that "someone from our management team will be in contact the next day or two to discuss in further detail" but no such contact was made by them to me. On 09/19/22, the vehicle failed during highway travel in a one-lane construction zone causing a severe safety issue. I phoned the Dealership to seek counsel on tow but the Service Dept was unavailable (after their normal hours). After speaking with someone on the Sales Staff, it was suggested that I return the vehicle to the Dealership for eval. I followed-up with Ms. E**** on 9/20/22 and she advised that she'd "follow up with our management team as I did make sure they received your original letter." Service Dept. called on 9/20/22 advising of "transmission issue" that will require "Hyundai Tech Sprt" to address. Rqstd loaner, informed none available, & I should call Enterprise. I phoned/arranged & created a case with Hyundai. After dozens of delays/excuses from Dealership, vehicle was returned to me on 01/13/23. No reply. Hy covered 90% repair under warr. Ext. warr covered 10%, less $100 deductible. Rental not reimbursed. Rqstd call with Kertes on 2/20/23. No reply. Again on 2/22/23.

  Business response

  03/07/2023

  Our team has been aware of *** ****** situation and we have done everything we can at the dealership level. When our service department received the prior approval from Hyundai for the repairs needed, the prior approval did not included rental or tow reimbursement. *** **** was made aware of this information by our service team. This issue needs to be address with Hyundai Consumer Affairs regarding reimbursement for the rental vehicle and the tow expenses, it is not something that is done at the dealership level.

  Customer response

  03/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business states that their team has been "aware of [my] situation" and that they [have done everything they can at the dealership level" and also that I "was made" that the rental would not be covered, I would state that this claim is, at best, a statement of oversight/ignorance and, at worst (and most likely), a direct nefarious and dishonest statement.  Nothing of the sort was stated at any point in time - ever.  In fact, I dropped the car off on 9/19/2023 and they did not inform me that Hyundai would cover the transmission until 11/30/2022 - a full 2+ months later.

  I attach the "Invoice" from the March 2022 - August 2022 repair that was made and call attention to Page 4 where the Dealership very clearly arranged and paid for a rental car from Enterprise.  This is consistent with the first engine replacement repair they did prior to the March 2022 - August 2022 event where a rental car from Enterprise was also provided.  Given the fact that the vehicle showed signs of service visit defects (2) days after I collected the vehicle AND from the demonstrated performance from the ONLY other times I've had a major service undertaken by the Dealership they covered the rental car costs in full, any reasonable person would expect it to be covered in this case as well, especially since neither the Dealership nor Hyundai proper would reject ANY claims until "after the service order had been closed" by the Dealership.

  The manner in which this business operates is predatory and nefarious.  I'd encourage the BBB to take a hard look into the claims of the above, as well as others who have experienced the same.  This company has cost my family of (4) over $7,500 in costs in which they won't even meet to discuss an amicable path forward, despite these costs to be a direct result of their inaction and ineptitude.  As a consumer, I went above and beyond to make sure that they knew I was seeking coverage for the rental car due to their continued delays.  It took them (2+) months to "diagnose" the vehicle problems.  Then, after diagnosis, the vehicle was promised to be completed in early-December.  Then delayed week-by-week due to various other excuses despite confirming having the equipment in-hand for the repair in mid-December.  This is unacceptable and an argument can easily be made to show that such actions (or inaction) is retaliatory on their part.

  
  Regards,
  ******* **** ***

  Business response

  03/13/2023

  We would like to reiterate that when it comes to coverage under warranty or otherwise designated by the manufacturer, the dealership does not make decisions as to what is covered and what is not covered, which includes rental vehicle coverage. Those decisions are made by the manufacturer. Hyundai corporate made the decision to cover *** ****** engine and transmission repairs even though the vehicle was out of warranty with the manufacturer. Our team went out of their way to get these repairs covered not only by Hyundai but by Ally, *** ****** extended warranty coverage, as well. We have attached the prior authorization from Hyundai for the transmission repair where it clearly states 'no additional amount will be authorized for rental coverage unless the part is on national backorder'. The part was not on national backorder and we were able to obtain the part from a nearby distribution center. It also states to inform the customer that the repairs were being done as a 'goodwill gesture' as the vehicle was out of warranty. While our staff were able to get Hyundai to authorize a rental vehicle for the engine repair (as shown on *** ****** repair order), Hyundai would not include that coverage on the transmission repair. Once again, this issue needs to be taken up with Hyundai Consumer Affairs.

  Additionally, while we understand the frustration *** **** has experienced with these repairs, we do not appreciate the language used to describe our business, staff and business practices. We understand *** **** has his opinion and feelings on how these matters were handled, we have never and will never take any type of action against a customer (retaliation). 

  Customer response

  03/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I truly and humbly apologize to the dealership (lack of capitalization intentional) that they were apparently offended by the factual characterization of their "business, staff, and business practices" - that's quite unfortunate.  What offends me is the apparent ineptitude of the collective staff at the dealership (again, lack of capitalization intentional), save for Ms. Megan E****, the only one to actually respond to any one of my calls, concerns, or requests for a conversation toward an amicable resolution.  With that, I remain financially offended for approximately $8,000 in rental car coverage and towing due to a probable dealership service error when the engine was serviced, with ISSUES CROPPING UP (2) DAYS AFTER THE SECOND ENGINE REPLACEMENT.  Again, I provided them with the attached letter after successive phone calls to the dealership requesting counsel/assistance on what they'd like me to do with the probable failing transmission.  It's likely that action by the dealership (again, lack of capitalization intentional) could have prevented the follow-on transmission failure IF THEY WOULD HAVE EVER RETURNED MY CALLS OR EMAILS.

  
  

  Fact:  The vehicle's second engine failed on March 28, 2022.  The rental car was provided by the dealership (again, lack of capitalization intentional) at their cost and paid for by their account.  See attached Enterprise receipt.  There was no documented discussion that this occurrence, despite being "out of warranty", being done as a goodwill accommodation as best as I can recall and as the records provided by the dealership to me show.

  
  

  Fact:  I collected the vehicle following the second engine repair on August 24, 2022 (approximately 5 months after the failure - so they had the vehicle for 5 months).  I had it for LESS THAN 2 DAYS before the next issue appeared.

  
  

  Fact:  I provided a letter to the dealership detailing the issues with the vehicle and outlining their lack of response and my desired amicable and fair resolution BEFORE THE TRANSMISSION FAILED.

  
  

  The transmission failed on September 19, 2022.  Despite being told by the dealership's service department (lack of capitalization definitely intentional there) that there was "an apparent transmission issue" that will require "Hyundai Technical Support" to address, the dealership did not ultimately make a determination, in conjunction with Hyundai, that the transmission would be covered until November 30, 2022, and only then that it would be covered at 90%.  The dealership then tried to collect the remaining 10% from me ($600) over the phone and became frustrated when I informed them (for a third time) that the vehicle remains under extended warranty protection.  This means that it took the dealership and Hyundai 10+ weeks to diagnose and approve an issue that appeared (2) days after the engine replacement - something that I diagnosed and documented in my letter to them of September 11, 2022.

  
  

  During the period of time from September 20, 2022, through November 30, 2022, there was NO communication from the dealership or Hyundai about not covering the rental car or towing expenses despite my numerous notifications to the dealership (all detailed in my documentation that has previously been provided) and case creation/updates by me to Hyundai.  In fact, both parties told me that they "could not consider" remuneration for rental car costs or towing until "after the service order was closed" by the dealership.  So, not only did neither party ever tell me that the rental car would not be covered, but they neglected to even inform me of "goodwill accommodations" and deviations from the only prior performances I've had with this dealership (engine replacement #1 and engine replacement #2) by which rental cars were covered at 100%, despite at least one of those cases being "out of warranty" and an apparent "goodwill accommodation" that isn't mentioned anywhere in my paperwork provided by the dealership.  The November 30th timeline seems to match with the November 22nd update that was provided by Hyundai to the dealership in the "Prior Authorization" that was provided with the dealership's last communication, confirming the stellar FACTUAL ineptitude and inaction by the dealership that they believe are congruent to my "opinions and feelings."
  

  
  

  On December 2, 2022, I reached back out to the service manager, Brian, and he didn't return my call - not uncommon for Brian.  On December 5, 2022, I phoned again and he informed me that he "was waiting to hear back on the remaining 10% of warranty coverage but had no further update."  On this same day, I called Hyundai and informed them of the update to the case and was informed that they "could not even discuss potential reimbursement until after the repairs had been completed."  I advised them that I had accumulated approximately $6,000 USD in credit card debt for rental car charges alone to that point in time.  On December 12, 2022, despite being promised an update at the end of the week of 12/5, no call came so I phoned the dealership.  I was told that the transmission had then been ordered and the remaining 10% (less the $100 deductible) would be covered by the secondary warranty coverage.  The transmission was due in 3-5 days.

  
  

  Between November 30, 2022 and January 13, 2023, I was given not less than (5) excuses as to why each prior "promise dates" were not met ranging from a "technician heart attack" to "manpower shortages" to "getting more pressing [vehicle repairs] done first."  I finally collected the vehicle, remitted the $100 deductible, and caused no scene with or at the dealership, despite my frustrations and financial impact.

  
  

  If this "business" feels the way that they handled this case is correct, as they seem to contend in their reply writings, by refusing to address factual accuracies about the delays, runaround, indecision, etc..., this doesn't seem to represent their contention in the recent "Assistance Letter" they sent to me affirming that  they "stand behind the Hyundai brand" and "are very proud of the products [they] sell."  Service is a revenue generating product.  If the dealership is proud of the service they've offered in this case, it's my hope that the market will come to learn this sooner rather than later as it relates to this business specifically.

  
  

  All along, I've never requested or insisted upon anything unfair or more than to be made whole by an issue caused by the dealership (via service) or a product defect by the OEM CONSISTENT WITH PRIOR SERVICE ISSUES/RESOLUTIONS.  In fact, I've asked for an audience with the "General Sales Manager," Mr. Dave K****** on numerous occasions to discuss a solution in a private forum, but he will not respond to my emails.  Such amicable solutions would have been to have a full refund for the rental car costs (if they agreed to stand behind their service products considering the failure mode following 2 days of collection from the dealership), to a replacement vehicle, or even a credit toward the purchase of a new Hyundai vehicle to keep a lifetime Hyundai owner in the brand and enjoy all the downstream revenue opportunities that a high-margin parts and service visit brings to a properly run business.

  
  

  I remain open and available to discuss amicable and fair solutions toward this matter, either publicly or privately; however, by the dealership's demonstrable inability or unwillingness to objectively consider the facts provided, thus necessitating this BBB process, doesn't seem that they are very willing to find said fair and amicable solution.  I've kept very detailed and copious notes on this subject, documented by email timestamp, should they be requested by the dealership to confirm any of my claims above.

  
  

  Regards,

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

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2017 Hyundai Sonata was towed to this facility on 11-17-22. After multiple tests being done it took almost a month for an engine approval as engine is defective and my car only has 42k miles so its still under warranty. No one ever called me as I had to be the one to always call to see what the status was with my car. Most times I would get voicemail when calling in and I would leave a message but no one would return my call. I had a open ticket with Hyundai but that was slow as well. Finally I was told after 1-1/2 months that engine was on backorder and should be received by Bowser in the 1st week of Jan 2023. I requested a loaner car multiple times but was told they did not have any avail but I was #6 on waitlist. Engine finally came around Jan 24. its been over 2 weeks since engine was delivered but I am still waiting on Bowser to install it. During last 2 weeks, I was told it was being pulled in to start work the 3 times I asked. I needed a copy of my car registration so I went there on Feb 8 to get it & my car is still in the parking lot and again i was told it would be pulled in that day. This entire time I have been without a car, as they keep telling me I'm on the wait list for a loaner car...3 months and still no loaner car available to me? I cannot afford to rent a car at today's rates and I still need to get to work so I am at the mercy of friends, coworkers or family to get around. I feel this business does not value me as a customer and is continuing to put me last and not respecting that I need my car.! It's unacceptable how long they have had my car and continue to lie to me on the status of it on the times that I am able to reach someone on the phone. I see cars being pulled in and worked on but yet my car continues to sit in the lot. I will not recommend this dealership to anyone, the customer service is horrible and the service advisors do not communicate to you on the status of your vehicle. nor do they value your service.

  Business response

  02/09/2023

  We deeply apologize for the lack of communication that has occurred. There is no excuse for this and our service manager has been notified of the issue and will be addressing it with his employees. We did speak to the service manager this morning and he informed us that the vehicle will be worked on today. He will also be reaching out to you personally today as well and will keep you informed on the progress of your vehicle. While we will not make excuses for the lack of communication, the engine replacement issues with Hyundai have been a challenge for many Hyundai dealers and we are working to get our customer's vehicles repaired as quickly as possible. Again, we apologize for the communication issues you've experienced and we will ensure this does not continue throughout the remainder of your service on your Sonata.

  Customer response

  02/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have denied my vehicle power train/engine replacement while still under warranty. no one has called me back there has been no one to take my calls . A decision was made based solely on a picture/word of the dealership. No exceptions l feel left in limbo and no one to help me

  Business response

  01/20/2023

  We're very sorry to hear that *** ******** has had these issues with her Hyundai. *** ******** did purchase the vehicle from us in 2020 and the vehicle was only brought to us twice for an oil change. We last saw *** ********'s vehicle in September of 2021 for a vehicle inspection. When the vehicle was brought into our service department recently, our service team followed Hyundai protocol and submitted information for a prior approval for the vehicle repairs to be covered under warranty. Hyundai requires either maintenance records or photos of the vehicle to determine if the repairs would be covered under warranty. We submitted the photos attached here as well as a CarFax to provide additional information, though that was limited. Bowser Hyundai does not make the determination as to whether or not a repair is covered under the manufacturer warranty. That is the determination of the manufacturer, in this case, Hyundai. Unfortunately, Hyundai denied the prior approval and repair due to 'the failure of the vehicle being exceptional maintenance neglect. Not a warrantable defect.'

  We have attached the prior approval with notations from our service team as well as Hyundai corporate as well as the valve case photos that were provided to Hyundai.

  We are more than happy to continue to assist *** ******** with the repairs and with a warranty claim to Hyundai, but Hyundai would want to see complete maintenance records on the vehicle and any other documentation that would show the vehicle was properly maintained and that the failure of the vehicle was not due to maintenance neglect.

  Customer response

  01/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   

  My complaints are not based on expeirnces I am not a mechanic... so I rely on the help of my vehicle and service provider  to aide and assist me. If my gas light comes on and indicate I need gas it is normally before the gas tank is completely empty...If I need washer fluid it comes on and say washer fluid low BEFORE it is empty My air pressure light comes on BEFORE my tires are flat... I am screaming out loud what happened to my engine light it came on for the 1st time December 27th I immediately located a dealer off the highway had a scheduled appointment with them in wexford pa for the 4th of Jan. they sent me on my way and told me 1st that i can drive my vehicle until the engine light BLINKS... I drove home from Pitts to local garage he told me knocking usually means it needs oil but you sound really bad? He checked oil and added some oil he said to update if that helped... 2nd person said you should be ok until get around but if the light BLINKS pull over and get it towed... I drove home another 6to 7 miles and parked it until work in the morning I called dealer in Chippewa asked for sooner appt I was telling them the senerio and was told Jan 2nd first available I took appt and cancelled the other in wexford. I used the car to drive back and forth to work about 7 to 9 miles away Jan 2nd I left work early for my 2pm appt again no BLINKING light but no driving hard and sounding rough feeling a bit sluggish nearly made it uphill and then cutting off in the parking lot of the service place. I called and made it into the lot immediately the service attendant said a new motor was needed? Where was there an indication BEFORE hand where was the BLINKING LIGHT ???? no warning ... I pay extra for Blue link and it has dec 27th as the 1st notification of any engine trouble? Why not before had I was last seen at the same service place when my car was 35,000 miles and now I'm about 55,000 I have invested in this car Sought out this particular car to best suit my needs I have had it for about 2 1/2 years now. I own a Tuscan 2012 with 158,000 miles on it how is it that car is still working and no engine issuse? why am I learning now from other that Hyundia gives people a hard time with warranty issues but they advertise best warranty best car great deals...    I can only say I love my car I need a vehicle to go to work to pay for this car I owe 20,000 on this car I NEED MY CAR TO MAKE IT

  Regards,
  
  ******* ********

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/17 Engine Light flashing- Said that we needed to replace all the spark plugs, coil #4, would do a fuel service cleaning 8/19 Engine turned on in the morning, it was steady Took back to the dealership, said that the fuel line service may not have been 8/20- lights starts flashing, shaking; Handed the keys directly to Barb M**** 8/22- Called Mike and Brian,multiple times and left multiple voicemails, with no return calls.8/23- Sister called, got right threw to speak to Mike, told her he didn’t have the keys;I would receive a call when they finished looking it over.I called aback at 1:20pm and finally got a hold of Mike, he told me #4 cylinder misfiring (firing at a 64 should be about 180); showing internal engine failure; sending over to Hyundai warranty; Sent over to Hyundai customer affairs 8/27 – Had to go to the dealership to talk to Mike (wasn’t returning calls), said that it could take months to fix the engine since it needed to be rebuilt. They were currently sending pictures and paperwork over to the warranty dept. Continued to say he was unable to give us a vehicle 8/30 – ***** called while I was at work (after I left her a vm about calling AFTER 4 or email) 9/14 – Talked to ***** from customer care (called again during work). She informed me that after talking to the dealership that the inspector was looking at the car. She continually ignored my questions about a vehicle and progress on the vehicle. She informed me there was nothing more for her to do and that she closed the case. She also informed me that it was up to me to contact the dealership for further updates. 9/26– My husband talked to Barb (service) she informed him that they were sending out another inspector – this is the 3rd inspector to look at the vehicle- Told us it was Mike’s case and was unable to give us more information. 10/10 - called left vm for mike; no response. Called hyundai care- no PA was submitted in sept.;no update. It has been 2 mo and still no approval to fix the vehicle.

  Business response

  10/25/2022

  Bowser Hyundai of Chippewa
  139 McKinley Road
  Beaver Falls, PA 15010
  
  RE: Complaint ID ********
  
  We received the complaint from **** ******* *egarding her vehicle’s repair status. The
  vehicle was brought in originally on August 17, 2022 and our team diagnosed issues that
  warranted replacements of spark plugs, a coil and we performed an engine cleaning service at
  that time as well. Once completed, the engine light was off indicating to our team that the issue
  had been resolved.

  
  The vehicle was brought in again for the same issue and our team sought to dig further
  into a diagnosis which resulted in contacting Hyundai corporate for assistance and asked
  Hyundai to send out an inspector to look over the engine and vehicle. Inspectors are employed
  by Hyundai corporate and unfortunately, we do not have control over when they are scheduled to
  come to our shop and how long that may take. We are at Hyundai’s mercy when it comes to
  scheduling.

  
  The initial inspector didn’t find any issues however, our team pushed Hyundai to send a
  different inspector out to look over the vehicle as we determined there was still issues with the
  vehicle and we did not want to return the vehicle to the customer in that state. The additional
  inspector did not find anything wrong with the vehicle and since then we have been back and
  forth with Hyundai corporate to get a resolution for **** ********

  
  To address **** ********* comments regarding a ***** from Hyundai Consumer Affairs.
  ***** is not an employee of Bowser and therefor she would not have updates on **** *********
  vehicle and would not have the ability to provide information regarding the status of the vehicle.
  While we do apologize for this interaction **** ******* had with *****, as an employee of
  Hyundai, we are unable to take any action. We do apologize that **** ******* has had such a
  difficult time communicating with our staff and this has and will continue to be addressed by our
  service manager.

  
  With our current state of inventory, we do not have vehicles available to loan out to
  customers. We have limited inventory as it is. We are doing everything in our power at Bowser
  Hyundai to get this resolved as quickly as possible.

  
  Additionally, we’ve spoken to our service manager and someone will be getting in touch
  with **** ******* as soon as possible to review her case and any progress or updates that are
  available.
  
  Sincerely,
  Megan E****
  Bowser Automotive
  

  Customer response

  10/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It is unacceptable that after 3 months no one has updated us on what any of the inspectors have said, especially that the inspectors did not find anything wrong with the vehicle. We should have been contacted immediately when the first inspector said that there was nothing wrong with the vehicle.  We were lied to and told that the inspectors were being sent by Hyundai and that the dealership did not know why they continued to send inspectors out.  Due to the incompetence of Bowser Hyundai and/or Hyundai International we have had to spend several thousand dollars on rentals, loss of work, and incurred additional costs to be able to have the two vehicles we need to work and support our family. In Bowsers Hyundai's response they said that we would be contacted about said vehicle and we still have not been contacted to discuss the vehicle. We feel that the only resolve will be for us to have our vehicle returned with a new engine in the next 30 days or in its current condition and be compensated in full book value for an inoperable vehicle immediately. 

   

  
  Regards,
  
  ***** *** ****** *******

  Business response

  11/08/2022

  As of November 4, 2022, the vehicle was put back together, driven and our technician noticed the check engine light was on. At this point, our team contacted the adjuster from Hyundai and noted that there was oil on top of the piston that was causing our readings on the vehicle to show compression on the #4 cylinder. Mike, our technician, contacted the customer to inform them on what was going on and that we had sent our findings back to Hyundai to get a resolution. The customer seemed to understand what was going on, the process and the next steps that we were taking.

  We understand that this situation has been extremely frustrating and we are doing everything possible to not make the situation any worse for the customer. We will stay in communication with them and provide updates as we are given them from Hyundai.

  Customer response

  11/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  

  At this point, we have spent thousands of dollars to be able to commute to work to support our family, it has been 3 months and we still do not have our vehicle. The only reasonable resolution is to be financially compensated or to have the vehicle returned with a new engine, within 30 days.

  There has to be avenues that Bowser Hyundai can take to expedite disputes with Hyundai. We do not feel that Bowser Hyundai is doing all that they can because it has been 3 months and we still do not have approval for the repairs. 

  Bowser Hyundai has had almost no communication with us through this whole process. 

  
  Regards,
  
  ***** *** ****** *******

• Initial Complaint

  10/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  DATE OF INCIDENT 10/03/2022 5:50 PM MY WIFE TOOK VEHICLE IN FOR INSPECTION, AFTER THE INSPECTION SHE WENT INTO THE SALES DEPARTMENT TO INQUIRE ABOUT THE PURCHASING OF HER CURRENT LEASE. THE WOMAN HELPING HER WENT TO ASK THE FINANCE MANAGER TO ASSIT. HE MADE SEVERAL DEROGORTORY STATEMENTS ABOUT HER NOT CORRECTING HER NAME ON THE REGISTRATION AND THAT THE DEALERSHIP DOESNT MAKE ANY MONEY ON LEASE BUYOUTS AND THAT ITS DONE AS A COURTSEY. WHEN THE LADY CAME BACK, MY WIFE STATED TO HER THAT IT WAS VERY INAPPROPRIATE WHAT HE SAID. THE LADY THEN STATED THAT "HE HAS BEEN IN A MOOD ALL DAY" AFTER 3 ATTEMPTS TO GET THE CORRECT SALES AGREEMENT, SHE LEFT THE DEALERSHIP. I WENT TO THE DEALERSHIP TO ASK SOME MORE DETAILED QUESTIONS ABOUT THE FEES ON THE SALES AGREEMENT. THE FINANCE MANAGER CAME OUT TO TALK TO ME AND HE WAS ALREADY IN A HIGH ALERT. I STATED I HAD A FEW QUESTIONS AND HE THEN STATED THAT THEY DO THIS SERVICE AS A COURTSEY. I STATED THAT I DIDNT APPRECIATE THEY WAY HE SPOKE TO MY WIFE. HE THEN TOLD ME TO GET THE "F***K OUT OF HIS STORE AFTER i GAVE HIM THE SALES AGREEMENT BACK. HE THEN TOLD THE RECEPTIONIST TO CALL THE POLICE. AS I WAS LEAVING THE DEALERSHIP HE FOLLOWED ME OUTSIDE . HE THEN MADE COMMENTS ABOUT MY WIFE THAT WERE VERY INAPPROPRIATE.

  Business response

  10/25/2022

  RE: Complaint ID ********
  
  ***** *** *****
  We received the complaint from *** **** regarding his feelings towards how he and his wife felt they were treated while visiting our dealership and inquiring about turning in their current leased vehicle.
  **** **** spoke with our general manager and finance manager about turning in her leased vehicle and what that process would entail. Besides providing copies of vehicle insurance, vehicle registration and driver’s license; a safety inspection is required to be performed on the vehicle before we, the dealer, can then take in the vehicle. This is a requirement of Hyundai, not of the dealer, and must be preformed or Hyundai will not allow the vehicle to be turned in. There is a fee associated with that, customers are informed of this when they lease a vehicle and discuss lease-end options. There is also a documentation fee that the dealer charges in order to process the necessary paperwork involved with turning in a lease. *** **** did not want to pay these fees and our general manager explained that while he understood, this was all necessary to perform the lease end turn in. Additionally, when **** **** provide her insurance, registration and driver’s license, each document had a different last name on it and our team informed her that the documents would need to be updated to match or we would need a copy of a marriage certificate to prove the change in name. This was something that she appeared to not be happy about, but unfortunately it is necessary in order to turn the vehicle in. 

  
  *** **** is correct in stating that our staff informed him that dealers perform lease turn ins as a courtesy. This is not a service that dealers are required to do, but our dealership in particular does so to assist our customers. During *** ****** visit, he was combative with our general manager and began speaking to him in an aggressive tone using curse words as well. Our general manager did his best to deescalate the situation but *** **** continued to raise his voice and our general manager also did the same, however, he eventually asked *** **** to leave the premises. *** **** refused and so our general manager asked another employee to call the police to have him removed if he would not leave on his own. *** **** did leave and our staff did not need to take further action.

  
  We do apologize for how **** **** feels she was treated while visiting our dealership. However, we do feel there was a better way to handle the conversation by both parties. We have spoken to our team, including our general manager about this situation and will work with all members on better communication and how to handle conversations with customers in the future.
  Should *** **** like to speak to someone else at our organization regarding this matter, we are happy to have someone reach out to him.
  
  
  Sincerely,
  
  Megan E****
  Bowser Automotive
  Advertising and Public Relations Director
  
  

  
  

  Customer response

  10/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** ****

   

  This situation would not have taken place if the finance manager would have shown some professionalism when my wife was in the next office to, his and he stated that she should have had her name changed already.  He was the one who was using curse words at that time.  The receptionist told my wife that he was having a bad day.  My wife had the correct  paperwork with her for her name changes.  Never once did we state anything about not understanding that there was a required safety check or a documentation fee.  that was never an issue, the issue was the disrespect the finance manger showed to the paying customer.  We have had all our service and inspections done at this dealership.  The finance manager did not try to deescalate the situation.  After he told me to get out of his ******* dealership, and I was leaving, he followed me outside and was confrontational until I left in my vehicle.  As for the required inspection, it is not required by Hyundai.  I have spoken to Hyundai and have since purchased the vehicle from another dealership without the "required" inspection.  It is unacceptable to allow someone to speak to customer the way the finance manager spoke to my wife.  We would not be having this conversation if he would have shown some professionalism in his job. He was the combative person when I entered the dealership lobby.

*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. ↩