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Francesca P.

Franklin, NY

07/12/2023

Category: Service

Terrible service experience--feel deceived and scammed

I took my 2016 Hyundai Tucson in for diagnosis and repair at Miller Hyundai primarily due to my anti-lock brakes engaging frequently when braking (when roads were not wet or slippery). Later that day, I received a call that they were unable to replicate the problem; I told the service department that this problem had just happened twice right before dropping the vehicle off for service on Monday of that week--once at the red light right outside the dealership and once when braking to turn into the parking lot. I was told the techs would keep driving it around to try to find the problem. I then received a call on Wednesday of that week that they were able to replicate the problem--the left front tone ring on the axel needed to be replaced. I asked if this cost would be covered by my 10-year/100k powertrain warranty, but was told it would not be covered and would cost over $306. I told them to go ahead and fix it and by Thursday afternoon of that week, the vehicle was ready to be picked up. My husband--who is far more knowledgable about vehicles than myself--went into the service department with me the following morning (Friday) to pick up the vehicle and questioned why this would not be covered under the warranty since the tone ring is located on the axle, which is part of the powertrain. He was initially told that it was not covered, but after he calmly and effectively argued his point, the service department decided to look into this. Twenty or so minutes later, they shared that this repair and part would indeed be covered under the powertrain warranty. If my husband hadn't had technical knowledge about vehicle parts, I would have been hit with quite a bill that I should not have been charged for. I'd like to give them the benefit of the doubt and think that perhaps they really didn't realize initially that this part and repair should have been covered under warranty, but I have some doubts.

If this was the end of my experience with this matter, I would not be on here writing a negative review...driving the vehicle home that day from Miller Hyundai that day, the vehicle starts making a loud creaking/popping sound on the left front side only when driving and worse when going over bumps. In my 7 years of owning this vehicle, it had never made this sound before. I called Miller Hyundai that afternoon, explained this new problem, and brought it back the next day to be checked out and repaired. I received a call the following Monday from the service department; they said that the problem was that the left front sway bar link was loose and that I needed a new left front sway bar link. The service person said that they'd "see what they could do for me" with the cost of this since I just had the vehicle in for service. I questioned why I should be responsible for this cost at all when it was quite clear that this part must have been damaged/affected in some way when they were replacing the left front tone ring on the axel. The service person initially said he ask his manager about this since it was possible that the technician working on it could have caused it to loosen with the impact gun. He called me back, said the service manager would only approve a discount--so I'd be paying about $135-- and said that the technician shared he did not damage the left front sway bar link or loosen it when repairing the left front tone ring. I was absolutely floored--there's no way that the left front sway bar link just coincidentally needed to be replaced with no history of any problems or strange noises prior to Miller Hyundai repairing the left front tone ring on the vehicle! Long story short, my husband calls the service department back that afternoon, talks to the service guy and then to the manager, who continue to insist that the mechanics didn't do something to cause this new problem. The manager was only willing to cover the cost of labor but asserted that I would have to pay for the part ($64.94+ Tax).
Overall, it's not the final cost I had to pay that really bothers me--it's the principle of the matter. The tone ring (covered under warranty) and sway bar link (which was without a doubt in need of replacement due to the fault of Miller Hyundai while working on my vehicle) parts and repairs should have cost me $0; had I not had the help of my husband advocating for me with the service department, I would have been responsible for a bill of over $440. I feel deceived and taken advantage of. The only positive I can say about this experience was that when I brought the vehicle in for the 2nd time for diagnosis and repair, I was provided with a good loaner vehicle upon request.
I'm very disappointed, as I have had good experiences with Miller Hyundai service department in the past. Now, I question the professionalism and integrity of Miller Hyundai.

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