ComplaintsforMac Haik Ford Lincoln Hyundai

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Eight weeks ago I took my vehicle to Mac ***************** in Victoria, ***** to be serviced for a wrench light that appeared on the vehicle. After diagnosis, the service department informed me that a valve body replacement was needed for a repair. I agreed to the repair and paid $2,001.47. It took over a month to repair my vehicle and I had to follow up on several occasion to just get any type of status update on my vehicle. After I picked up the vehicle, it broke down within 5 miles of leaving the dealership. ******** agreed to tow the vehicle back to their dealership. The vehicle was running in worse shape than when I originally brought it in. The dealership claimed that the issue was due to a part failure and agreed to expedite the repair. It took two weeks to repair the vehicle. After I picked up the vehicle, it broke down within 2 days. The vehicle did not run correctly and had issues downshifting. The wrench light reappeared and I again took the vehicle back to the dealership. The service manager apologized and stated they would have a different tech look at the vehicle. Today, the dealership called and said I would need to pay them $9,750 for a new transmission. I asked the dealership if they misdiagnosed the vehicle from the beginning and the agent repeatedly said they didn't and that this was typical for a repair. None of this information was every communicated over the last eight weeks. The dealership also denies that the two faulty repairs caused any damage to the vehicle. I'm at a loss. The vehicle is not worth that much money and if I would've known that the service would have cost $9,750 I would've taken the vehicle elsewhere or gone a different route. ******** repeatedly claimed today that was standard practice, but I have never experienced this practice at any dealership over the last 20 years. After multiple mistakes and a major lack of communication, I've paid $2,000 and my vehicle is in worse shape than when I initially brought it to the dealership.

  Business response

  06/12/2024

  Under the direction of ******************* dealer replaced the valve body based on the codes and symptoms.  Once replaced, the technician drove the vehicle and all issues, at that time, were resolved. Quite often, internal transmission issues will surface due to the stress and wear of a malfunctioning valve body.  Dealer quoted the repairs needed to correct the current issues and have left this quote with the customer to make the decision on whether or not to proceed.  

  Customer response

  06/12/2024

  Complaint: 21765760
  

  Good afternoon,
  

          If this was the common practice, none of the aforementioned procedure was communicated at any point until after the vehicle was not able to be repaired. I paid $2,000 for a repair that was not needed. The repair was done incorrectly the first time and the vehicle had to be towed and the vehicle failed again after the second repair for the same item. The vehicle was misdiagnosed and I am out $2,000 for a repair that, again, was not needed. I followed up on multiple occasions with the dealership and received very little communication back regarding the status of the repair. In addition, during the first part failure, no additional information was given about this practice from **** to replace parts that are not needed. On both repairs, it was stated that the vehicle was test driven and the issue was remedied and the vehicle proceeded to leave me stranded within miles of leaving the dealership. I'm frustrated with the lack of communication and the fact that I paid a significant amount of money toward a repair that was not needed and should have been utilized towards the real issue. I have picked up the vehicle and have it at another shop and they have stated that the valve body was never the problem and shouldn't have been replaced. 

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

  Business response

  06/14/2024

  Dear ********************,

  Please see the technician notes below:

  Repair Order ****** 4/26/24
  
  "Verified customers concern of wrench light on and being unable to shift into park.  Checked for codes found P07E4 unable to engage park stored in the PCM.  Referred to **** workshop manual transmission diagnosis section and perform Pinpoint Test (PPT)I.  Performed steps I1 through I13 which instructed to replace park solenoid and main control valve body.  Refilled all fluid levels and performed adaptive learning.  Concern was no longer present, vehicle shifting properly.  Tech noted LR tire pressure sensor is inop and screen was not responding to commands customer decline any further diag."
  
  Cost to customer - $2001.47
  
  Repair Order ****** 4/30/24
  
  "Verified customers concern of harsh shifting and engagement of gears.  Checked for codes no codes present.  Per **** workshop manual go to diagnostic symptom chart. Monitored PIDS while road testing and found multiple affected solenoids had erratic pressures Performed line stall test all good.  Removed front cover and inspected.  Found indication of aluminum on lower end. Removed main control and pressure checked all ports all good. Disassembled main control valve and found scoring on some valves. Installed new main control valve under **** Service Part Warranty. Reinstalled front cover and fluid levels.  Programmed shift strategy and solenoid body ID.  Cleared codes and re-road tested passed and verified repair/concern no longer present."
  
  Cost to customer - $0
  
  While we understand your frustration, you were advised on multiple issues as noted in the tech comments.  The biggest of those issues was addressed by our service department, per **** Specifications, on two different occasions resulting in the replacement of the valve body twice. Once under customer pay and once under service part warranty.  The main failure was most likely the transmission killing the main control valve bodies.  That would not be determined until we had proper valve body indication.  **** would have never covered the second valve body if proper protocol was not followed, which it was, and the issue was closed.

   

  Customer response

  06/18/2024

  Complaint: 21765760
  
  I am rejecting this response because:

  the issue was not communicated and the process was not communicated at any point. The issue was cleared and a parts warranty repair was also conducted to fix the issue and both repairs were not necessary, even though it was stated that after the first time the vehicle left me stranded immediately following the repair it was stated on multiple occasions it was due to a faulty part that was installed by ********. At the end of the day over $2,000 worth of repairs were done that were not needed and, after the fact, a process was communicated that repairs that were not needed may be done instead of the actual repair. Im not sure why this was misdiagnosed or why a repair was done that was not aligned to the specific need. A local shop was able to diagnose the issue correctly within 24 hours. 

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

• Initial Complaint

  05/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a *********************** October of 2021. Since then, I have had to take my vehicle into the dealership for services several times due to transmission issues and other issues not related to the vehicle wear and tear. When I purchased the vehicle, I was told that the service department would be available should I have any issues. 6 months into driving my car, I begin to have issues and had to call in to make an appointment. At that time, they told me they were scheduling appointments 6 months from now and could not get me in right away. I could not wait and had to take it to another dealership in *****, **. A few months later, I had other issues that included wires from a GPS tracker that the dealership installs into my vehicle. It took 12 months to get my car in to get these looked at. The issues I have are the following. The dealership needs training on customer service. Based on how difficult it has been to receive any assistance from their service department, I would NEVER again purchase a car from them or recommend them to anyone else. I would like them to reconsider their car loaner policy and give priority to customers who have purchased cars from them to be able to get a loaner when a vehicle has to be serviced for a longer period of time. It should not take months to have my car seen by a specialist and the dealership should work with the consumer to make sure the car we purchased from them is working efficiently and properly.

  Business response

  05/29/2024

  The customer contact is actually *************************.  After several messages to the customer, contact was made. The issues were discussed, the correct parties were contacted and the vehicle is on the schedule to come in.    

  Mac ***************** ****************** and the General Manager will discuss next steps once the customer has come in with the vehicle.

   

• Initial Complaint

  10/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ************** Picked up car on 10/12/23 after being in the shop since 09/19/23, this was after a 4 - 5 week wait for the appointment. Of the 4 weeks the car was in the shop, 2 days was working with the warranty, and 1 day was spent on repair. 3.5 weeks the car was in "diagnostics", of which most of the time it sat untouched. Confirmed 1 week it sat untouched while a service tech (the only capable?) was on vacation.I was charged 2 diagnostic fees totaling $404 that I was not informed of ahead of time, and never agreed to. One of the issues is a known issue, and I was told over the phone before I even dropped the car off what the problem was. I would like a refund of at least one of the diagnostic fees.One issue I reported and discussed at least 3 times with the service advisor, and was told each time I was the problem. it was not fixed. Thanks to ******* I can now easily see it is actually not "my" problem and is TSB SSM47835 requiring a firmware update. So after 4 weeks in the shop, and my car sitting for 3.5 weeks this reported issue has not been fixed and I was told was not a problem.I was lied to by service advisor, and confirmed with the warranty. She told me she had talked to and was "waiting on authorization" from warranty, and that was not the case, I called multiple days to check on car status, and was told they would check with technician and call me back. I would never get a call back. The next day I was told they "forgot" what the technician said and would have to check and call me back again.I called Service Manager 2 weeks into my car sitting in the shop, he said my car would be worked on first once the technician was back from vacation. I do believe this was the case, but why do I have to call and complain for someone to look at my car when I had a booked appointment I had waited over 4 weeks for?I attempted to call the Service Manager again prior to this BBB complaint. I left a voicemail and he never called me back.

  Business response

  02/21/2024

  Customer scheduled service on a 2018 ***** purchased though another dealer, who sold them an aftermarket warranty.  The vehicle had several issues that were reported to the warranty company for approval of repair.  All repairs were declined by the warranty company.  ******** also declined the repairs with the exception of the repairs to the sunroof.  At the time of the service work, dealership inventory was still strained due to supply chain issues and loaner units were not available to all service customers.  ****************** personnel and the customer tried several times to work with the warranty company to no avail.  Once all repairs, that were approved, were completed the customer paid the balance due on the repair and picked up their vehicle.  In the last several weeks, dealership personal have been in contact with the customer, who now lives more than 150 miles from the dealership,  to try once again to submit the repair to the aftermarket warranty for approval.  The customer is fully aware of the progress and has been in regular contact with the service manager.

  Customer response

  02/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Almost all the points made in the response were factually incorrect, and did not reference the points of my complaint.  It appears whoever drafted that response did not actually review my complaint or my records.  I also do not live 150 miles from the dealership.  I live the same 4.2 miles from the dealership today, as I did in October when my car was in for repair.  Someone who drafted this response seems to have decided the area code of my cell phone was relevant to their resolution efforts.

  But with that said, the Service Manager has made a big effort to resolve my bad experience and vehicle issues.

  He reviewed my records from the last visit and vehicle diagnostic codes.  Unlike October when I was told there was nothing wrong (specifically with the check engine light, that was still on) he did determine this was indicative of needed engine repair, which is covered by warranty.  He also had the firmware updated which was causing my mirror issues (which I was originally told was user error, when it was not).

  I was given a loaner car, refunded the diagnostic fees from the last visit, and my car has now been fully repaired in a very timely manner.  I am appreciate of his efforts and am fully satisfied with how they have resolved my complaint.  Thank you.

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

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new vehicle in 2020, (still under warranty). Rubber stripping came loose, its rubbing against my tire causing my tire and the stripping to get worn. In May2022, I tried calling the service center many times but there was an issue with their phone system. I got out of work early and went over there. Spoke to girl at the service center, I explained, then she proceeded to push in the rubber seal. I told her I have already done this 3 times, it keeps coming loose. She said that is all that the mechanics are going to do. I asked," they are not going to glue it back in?" She said Well, I don't have the part, I will have to order it. If it comes loose again, come back. I told her, I work two jobs and I go to college full time, if I have to come back over here its going to be a problem, I dont have the time." She completely ignored me. I got a call from my second job and had to go. I decided to call MH after a month, and a salesman answers. I told him how the girl dismissed me. The salesman told me to bring it in, I said I cannot they would have to come to get it because I work two jobs and go to school full time. He said he cannot cater to every customer, and it is not like a bought a ********************. He said bc of insurance reasons they cannot get my car. I said well how do y'all drive around a car to make sure it is working properly after its been worked on. He said bc they have special plates. WHAT?? I said what does it matter if I bought a Lincoln? I was very upset and told him I did not want to speak with him anymore. I called a few days later and spoke with a manager. I explained why I couldnt come in, I told him what the salesman told me. The manager apologized, said that he came from a bigger city with a bigger employee pool, and this is all Victoria has to offer. He gave me his cell and told me to send him pictures and he would get it fixed, I did what he asked. He never responded. Ive left 3 messages, still have not heard back since July 2022.

  Business response

  02/20/2023

  I,************************* General Manager at Mac ***************** in Victoria. I spoke with ************************************* regarding her 2020 **** Edge.  She drop off her vehicle today 20th Febuary 2023.  I was able to get her a loaner vehicle, **** Explorer.  We will be fixing of replacing the original issue of the rubber stripping.  She has also brought up a few new issues one with her heater and another with her steering clicking to the left.  We will be looking into those concerns as well.  

  Thank you, 

  ***********************;

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

  Customer response

  03/01/2023

  Complaint: 18549521
  
  I am rejecting this response because:

  Hello
  
  I got car back Friday 2-24-23. I had dropped it off Monday 2-20-23. I had not heard back from them, so I called *************************** and left a message shortly after 9. I called around 4:15 on Friday the 24th to see how long they would have it, because I had not heard back from ****. So I called and apparently the car was ready. I went to pick it up and **** was sitting in his office. When he saw me he said he was about to call me. The rubber seal was fixed and a clicking noise on the steering wheel that started that morning was fixed, but there was an issue with the *** When I have the defroster on hot, I can't switch to vent. In order for me to switch I have to go into the screen settings to change it, which is dangerous to do while driving. They said that is how the controls are. It doesn't seem accurate when I can have it on cold defrost to vent buy just a push of the instrument panel. Not sure if I believe  that is the way it is supposed to be. So the rubber strip was fixed. So far.

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

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership is a location where I left my vehicle for repair. It has been almost 10 months and they still have not completed the repairs. They spent the first 8 months claiming they were waiting for parts and the last 2 months telling me that the vehicle would be ready in 2 weeks with the timeline shifing continuously.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Car has been at the service department with Hyundai since the first week of November. We have waited months with no response. We have called numerous and I mean numerous times with no answer We also have left messages with no callbacks. We have went up there three times to discuss the vehicle in person with no answer stating that they are just waiting to fax a paper. I don't know why it took that long to even fax they paper and why it took me going up there to complain. Well I was there the phone's ring and three girls were in the front not answering. This is a place of business in the car is very much needed so I'm not doing anything about the car or helping us is annoying. We went up there two weeks ago and the gentleman said he is new and he was the only one working and has no idea about the car. He said he would have to find the paperwork on it to see what's wrong. So if we had not went to go check that car would have been sitting there for months. No one is working on these issues. No one cares about customer service. And no one cares about helping their customers. The car has a recall and I understand that they said it would take a while to get answers back but I'm understanding now that it's not coming from Hyundai customer service is coming from the actual service department and that is a reason why it's taking forever to get the car worked on. It's like the car is lost in limbo and no one can help. I need my car fixed now as it was the vehicle for college and work. I want something done and I want my car worked on as soon as possible and I want customer service to be better and for people to do what they are hired to do.

  Business response

  04/21/2022

  We at Mac Haik Hyundai Victoria did a full internal investigation on this complaint. We found there was some miss communication in the department.  General manager personally reached out to customer to make sure is aware of where the vehicle is at in the process. By resolving this issue we hope to restore faith in Mac Haik Hyundai.

  Customer response

  04/22/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID 16925372, and find that this resolution is satisfactory to me.
  
  
  Regards,
  
  
  ****** ********

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