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Samantha G.

Virginia Beach, VA

01/13/2023

Categoría: Service

Told us it "wasn't our problem" and that it was "your responsibility" to fix it

I bought my Tucson in 2019 and as apart of the contract, I had a sunroof added. After a month if waiting no one had contacted me to have it put in (I was told someone would reach out) so I had called and made a service appointment to have it installed. They said they had to take it to another location and get it done, that they don't do it on site and gave me a loaner car to use for about a week. Recently, it looks like the sunroof has come off the tracks or something and I went there to have it fixed because, ya know, they installed it. After waiting for 3 1/2hrs we are told by Crystal and the parts manager it's not their problem and that we are responsible for getting it fixed. They are saying it's because it's an aftermarket product and the work to install it was done by another company. They said we had to go to the company who did the work, when we called we found out that company is now out of business. We also found the service ticket/invoice from when i turned it in to have it installed where it actually says they (the dealership) were supposed to install it, and again, we were told it was our problem. We also contacted a few other companies to get estimates and explained the situation and even those companies said in our case the dealership SHOULD still have it covered under the vehicles warranty bc it was purchased through them. We called the dealership back to argue it further and spoke to the sales manager, he said he'd have to do some "research " and call back. He called back the next morning with no other explanation or information from the "research" he supposedly did and simply said again that it was our problem not theirs. Will no longer be doing any sort of business with this dealership and I highly do not recommend them after this one experience were there was a problem.

**update 1/13/2023**
My husband took my vehicle to a repair place to see if the sunroof could be fixed, and he was told that it's a bigger issue than it just being off the tracks. That it was a very cheap POS model that was put in and would need to be completely replaced. I'm wondering now if when we took it back to Hyundai of Hampton 9 months ago if they knew this when we had them take a look and they just didn't say anything and that's why they advised it was OUR problem and they wouldn't do it.
Also, to this day, I have never been contacted about my negative review (even though I see they've responded to others on here..) I did get a random call from them before about if I wanted to trade in my car. I told them I did plan to trade it in at some point, but there was no way in HELL I'd go through them again - especially after that experience. She claimed she'd pass my experience on to a customer service person who'd contact me to discuss it. That was...3 + months ago? And nothing. I might be acting like a "Karen," but I don't really care at this point. Don't buy from them. Don't get your service done by them. It'll save you a headache and frustration.

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