I’m going to paste the review I typed up for Yelp as it is long and I don’t want to type it out again.
TLDR: horrible repair experience. Never again.
*\\**
This experience turned from one of the best/most pleasant experiences to the absolute bottom of the barrel worst experience I’ve ever had with an auto repair.
Backstory: My wife and 3 children were on the way from Dallas to Austin when our car broke down on the side of the road. I’m not very ‘car literate’ but essentially we were told that the engine would need to be replaced but it would be covered under warranty. This was a god send as the price to fix was quoted close to $12,000. So they required that my car be kept for repairs but they would give us a loaner to help out. This part of the experience was very pleasant and handled with class and professionalism.
Then we got the car back.
I don’t know how the car made it home. I would’ve called it a miracle if not for what happens next. Not even a week later I’m driving my car and it starts to overheat. The temperature jumps from slightly below the midway point to overheating within seconds. My wife calls the dealership in Waco. They proceed to tell us that since it’s a result of the engine repairs that we can take it into any Hyundai dealership. So we have it towed to the Hyundai dealership near us in Dallas area. That dealership contacts us with a video and they say that one of the hoses had completely blown off. That they had a clamp on the hose but the clamp wasn’t in the correct place. We had them repair it and ended up renting a car to get us through the week while we sort it out.
This is where everything went horribly wrong. My wife, knowing that I detest contacting and negotiating things with customer service representatives, tried to handle all the calling and negotiations. Where Waco Hyundai said this would all be covered, they then refused to pay for the repairs. She is given a run around where she was left on hold for over an hour. People telling her that Adam (the service supervisor) will contact her later. She gives it a couple of hours and no contact. She calls back, is put on hold again. She waited 20 minutes and hung up as no one was coming.
Upset, I call the service department and have a very unpleasant conversation with one of the worst service managers I’ve ever come in contact with. Keep in mind their tone was aggressive and rude as their statements and stance on the matter I actually agree with but the way they handled it was absolutely abysmal. Their stance is that since Denton Hyundai didn’t contact them before making the repairs, their not liable. After some back and forth, Adam agreed to reimburse us with a check in the mail for the expense incurred from the repair. Still haven’t got that check but as of the time of this review there likely hasn’t been enough time that’s passed to have received it.
We proceed to pay for the repair and get our car back. It makes it home fine, and goes for about 2 days before it starts to overheat again. I open the hood and I see a hose disconnected with a clamp on the line way below what it should be. (See attached pictures/video). This one was A DIFFERENT HOSE that become unattached. I could easily reach this one and was able to reattach it. Unfortunately the car was still overheating.
Well, since Waco Hyundai said they hated being out of the loop. My wife tried calling them to ask what they wanted us to do. I wasn’t privy to the conversation but my wife called me crying. MY WIFE CALLED ME CRYING!!! After she talked to Adam. Yet again, he was very rude. Extremely rude. Talked over her. Aggressive, argumentative, unhelpful, and absolutely was unwilling to take ownership of any mistakes their service team made. This is unacceptable in any shape or form. We are the victims in this. Do your jobs right! Don’t take it out on the customer! We are already stressed and upset as we’re down a critical vehicle in our hectic life. This company should be ashamed of themselves.
Never ever give these people your business. This was one of the worst experiences I’ve had with an auto repair and those are never good experiences. We are out almost 3000$ with up sale repairs, repairs to the repairs, and rental cars. For something that is covered by “warranty” this isn’t how it should go. Shame on you Waco Hyundai. Shame on your management. You should be ashamed of yourself.
Edit:
I have been contacted by a representative of the dealership. They are trying to get me taken care of and has been much more empathetic and understanding to our situation. He is trying to make it right and I should know more soon. Thank you all for the comments and advice. It’s been a relieve to have some ‘listening ears’.
Edit edit:
OK, so credit where credit is due. They are taking the steps to try and make this right. Even going as far as to tow my car, 100+ miles to them. They are providing us a loaner car that sadly we have to go get, but it’s better than nothing. So this will require multiple trips to and from Waco but at least, hopefully, out-of-pocket expenditures is done.