Greetings, My name is Shaun Sommer and I have a story for Mark Harvey and frankly the greater Edmonton area. I would like to think of myself as a fairly patient man but the situation that I find myself in has far exceeded my limits of understanding and patience. I am unsure where to begin so I will start by stating that my vehicle has been in “the shop” or undergoing maintenance for nearly 6 months at the dealership. To put the story into some context I purchased a 2010 Santa Fe from West Edmonton Hyundai in approximately March of 2013. I bought the vehicle from them because my former vehicle was another 2010 Santa Fe and I had a very good experience with it and with the customer service in general at West Edmonton Hyundai. The vehicle began experiencing some problems in February/ March of 2014. As it was still under warrantee I brought it in to be assessed and repaired. My First visit to the dealership was made mid-March. I made an appointment for the technician to asses and make repairs; I dropped my vehicle off and did with ought for the day. They assessed the vehicle and deemed that the belts and bearings needed replaced and the proceeded to do so. I was then contacted and informed that the vehicle was ready for pickup. The next day when I started my vehicle I realized that no the problem had not yet been resolved. I proceeded to contact them again and inform them that there was still an issue. They apologised and informed me that it was one of 2 possible problems that would have caused the problems that I had been experiencing and they would need my vehicle for 2 days at the end of the week to replace the timing chain. That was fine so I agreed and did with ought a vehicle for a few days again (second visit). When I received the vehicle back I had a suspicion that the Issue was still unresolved and decided to record the problem in question in case there was some discrepancy in my communication of the problem. At this point the service manager became involved and thanked me for my patience and promised to do everything in their power to get my vehicle repaired. They thanked me for the video I took of the problem and said it will be of great assistance in diagnosing the problem. The shortly thereinafter I was contacted and informed that Hyundai Canada was going to replace my engine on warrantee and that the dealership was going to need my vehicle for a number of weeks. This was fine by me and not totally unexpected I was given a loaner vehicle (smaller but adequate) to dive in the meantime. Buy this time it was the beginning of April and myself and my wife had booked a trip to Cuba. I informed West Edmonton Hyundai that I would not be needing there loaner vehicle for 3 weeks and returned it to them. I also made sure to inform them that they would not be able to contact me as I was out of country and the internet in Cuba is unreliable. I arrived home in May to the most unfortunate news! The engine that had been shipped to replace mine had indeed arrived but while unloading it from the hauling truck it fell and broke. While I was a little put-off I understand that accidents happen and that getting upset would solve nothing. The dealership offered to give me another loaner vehicle which I accepted of course. Proceeding from there they decided the best course of action would be to re-work/mill my old engine and use parts from the broken new engine to get a serviceable motor as opposed to wait for another motor to arrive via shipping. This process took weeks. It is now June My vehicle is nearly ready and is now slightly over the 100k warrantee, concerned about the rebuilt engine I inquire about what I have for a warrantee on it as it has had so much work done. The answer was none because I was over the 100k at this time, I thought that was not reasonable and what if there is an issue right away caused by the work that has happened? The best I could get was a verbal promise that if there was a problem to bring it in right away and they will fix it. I get my vehicle back and within 3 days the original problem was still there as bad as it ever was. Fairly upset at this point I bring my vehicle back to the dealership and get a loaner again. Through the month of July they worked on the vehicle and apparently resolved the problem by replacing some more parts, but that seems to have uncovered another issue that was previously undetected. They are currently working on fixing this new issue but are having some problems and are waiting for a specialist or someone to come in at the end of August. As you can see there is more than a bit of history here and months of patience on my part, reasonable if not overly spectacular service and I got to know more than a few people on a first name basis at the dealership. Now I am having an issue with going on a family trip to British Colombia on August the 9th. I thought to inform West Edmonton Hyundai that I would be in B.C. for a few weeks and unavailable to either return their car or if by some miracle pick mine up. They followed buy stating that I cannot drive their vehicle into B.C. and they would not pay for me to get a rental to take me there. After a few days of deliberation now I have completely lost my patience with them and this whole process. They are not being accommodating to my needs and refuse to warrantee the work they have done for any amount of time. They have falsely claimed to have fixed my vehicle not once but twice! They are not totally replacing my engine as I was informed would be happening, and now they are making me pay for a rental vehicle so I can take my family vacation because they STILL are not finished. At what point did they feel that I would never lose my patience? Needless to say after this is resolved I will never A: purchase another Hyundai vehicle B:recommend to anyone the purchase of one
Posted on: Wed, 06 Aug 2014 01:39:57 +0000
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