Vision Hyundai of Canandaigua’s virtual dealership offers a wide variety of Hyundai incentives, service specials, and Hyundai parts savings. Conveniently located in Canandaigua, NY we are just a short drive from Rochester, NY and Syracuse, NY. Vision Hyundai of Canandaigua’s virtual dealership offers a wide variety of Hyundai incentives, service specials, and Hyundai parts savings. Conveniently located in Canandaigua, NY we are just a short drive from Rochester, NY and Syracuse, NY.
Verified Customer
March, 22, 2022
I am writing this letter to complain to you about the poor customer service provided by Vision Hyundai. On January 22, 2021 I walked into the Vision Hyundai of Henrietta NY dealership and leased two new vehicles. 2020 Hyundai Tucson KM8J2CA47LU242164 and 2021 Hyundai Venue KMHRB8A3XMU083214, making monthly payments of $670 for the past 14 months. The purpose of leasing Hyundai vehicles was for unmatched quality, reliability, value and safety. On 3/18/2022, my daughter was driving the 2021 Venu with 6,000 miles and the vehicle stalled on her in the middle of the street, during rush hour traffic in the town of Penn Yan, NY. She called Hyundai roadside assistance and they towed the vehicle to the nearest Vision Dealership in Canandaigua NY and here is where my frustration and disappointment begins.
I arrived at the Canandaigua dealership about an hour after the vehicle was towed in and gave the service person all my contact information connected to the vehicle. I was told at that time, "we will be closing soon 3:30pm, I have no one to look at the vehicle right now, we will be open tomorrow but will only be half staff with two service guys, so we will look at the vehicle first thing Monday morning and someone will contact me then, have a nice weekend." I called Monday morning at 9:00am and was told we do not have any information on your vehicle, we have scheduled customers we must take care of first, give me your number and we will call you back this afternoon. I called back at 1:00pm and was told, we do not have any information on your vehicle, give me your number and we will have someone call you back shortly. Someone from the service department called back around 2:00pm asking for the same information I gave them on Friday and said we will contact you as soon as we look at the vehicle. I called back at 5:25pm and was told the shop is currently closed for the day, call back tomorrow. I called the Henrietta service department and explained my situation and was told to leave my number and Greg Mileno would give me a call first thing Tuesday morning.
Greg called me this morning at 8:00am and I explained my situation. Greg called the Canandaigua service department while I was on the line and was told they submitted a request to warranty to replace the tranny on the vehicle, they should hear something by 11:00am and they will contact me. I asked Greg what I was supposed to do in the meantime about not having a vehicle and was told the Henrietta dealership didn’t have any loaners, to check with Canandaigua once they reach out to you regarding the vehicle status. Tim, from the Canandaigua service department called me at 1:00pm to say the tranny is bad and needs to be replaced. They submitted a request for replacement that will take 2-3 days for approval. Ordering the parts will take 2-3 days and the time to repair the tranny could take approximately 2-3 days, he could not give me a definite time frame. I asked, what am I supposed to do without a vehicle during this process and was told to call the dealership where I got the vehicle from and ask to speak with Joe, because there was nothing they could do to accommodate me.
I called Vision Hyundai Henrietta once again, asked to speak with Joe and was told to call Hyundai consumer affairs, they should be able to help me. I spoke with Jonathan and once again explained my situation and was at my wits end and needed some type of assistance obtaining a vehicle during this process. I was given a Case # 19532438 and told to wait for some type of approval.
My questions to you Mr. Foster, as the District Manager for Hyundai Henrietta and Canandaigua, where your company is proud to be my source for incredible hyundai models that offer unmatched quality, reliability and value and the customer service I’ve received so far is the norm? Is this the quality customer service treatment Hyundai customers receive during their leasing agreement? Is this the value Hyundai was referring to towards their lease customers leaving them with no transportation during the repair/replacement period. Is it your goal to watch your customers get behind the wheel with confidence? As a customer of Vision Hyundai, I feel none of this. The bad tranny in the Venue is not the customers' problem, it’s Hyundai’s problem. I'm leasing the vehicle, so why should I have to go without a vehicle that I am paying for monthly and on time, while you all rectify the tranny issue. Why should I have to go back and forth with Vision dealerships, service managers, consumer affairs and writing letters to District Managers to rectify an issue with a leased vehicle, under warranty, that’s a year old with 6,000 miles while inconveniencing family and friends for rides since Friday evening.
I’m bringing this issue to your attention looking for justification on this matter for starters a loaner/demo vehicle during the waiting process. Shorter time span getting the vehicle back in service: 3 days approval, 3 days ordering parts, 3 days to repair the vehicle, which could be almost two weeks.
Thank you for your time and I look forward to hearing from you soon.