On Thursday, April 23rd 2009, I received a courtesy call from you about the experience we had with the Lester Glenn Hyundai Service Department. After listening to it, my first reaction was that you were putting salt in the wound. After thinking about it, I realized it was part of your job to follow-up on service repairs and that you were probably not aware of the situation. Or maybe you were.
On Monday, April 20th, my wife called the Service Department about a problem with the front tires of her car, they were bald. I was reluctant to have her drive the car at all, but since she works less than a mile from home, she drove the car in. After the call to Lester Glenn, she proceeded to drive the vehicle to the dealership.
My wife purchased her 2007 Santa Fee in November of 2006. This is the fourth Hyundai our family has purchased from you. When she first got the Santa Fe, she noticed a noise when she shifted from driver to reverse and visa versa. Hyundai was aware of this and had a fix. This was corrected.
In December of 2008, she noticed a noise coming from the front when she turned a corner. She took the vehicle in to your Service Department on December 22nd. It turned out to be a power steering leak. Instead of replacing the leaking seal your department decided to replace the rack. Also, it was discovered that the vehicle required seals for the front wheels. Your parts department did not have the parts and they were ordered. She was without her car for almost 2 weeks. We did have a loaner which we used during the holidays. We picked up the vehicle on December 30th.
In early April after driving on the Parkway in the rain, she brought it to my attention that the vehicle seemed to be all over the road. I immediately adjusted the tire pressure and asked her to observe the handling of the vehicle. She is the primary driver and would be able to see if they were any difference.
Fortunately, on April 19th, I had the opportunity to drive the vehicle to Philadelphia Airport. While driving, I heard the front tires squealing in turns and was once again concerned of low tire pressure. When I returned home I again checked the tire pressure in all tires and they were normal. Then I went under the vehicle and notice the front tires were practically bald from the inside feathering outward. Since the time of the front end work on this vehicle, we have driven the car 2, 000 miles.
We were told we needed a wheel alignment and 2 new tires. We questioned the whether the work done in December had anything to do with the current problem, since most of the work involved the steering rack and the front wheels. We were told my wife didn’t ask for a wheel alignment when the car was repaired. When work of this nature is done alignment is always required. Crossing fingers don’t always work. She also didn’t ask for an oil change, but in one of the phone conversations while you had the car in December, she was asked if she wanted an oil change and responded yes. Why wasn’t a wheel alignment mentioned if was not to be included in the rack replacement.
After my wife left the car, I called the Service Department and spoke to your Service Manager, Zina Approvato. Her concerns were not that of the customer, she just stated that there was nothing wrong done by the service department. Her claim was that my wife’s vehicle was out of alignment, which I agree. The fact is that the toe was never set after the rack and pinion was installed, as noted on the 12/30/08 Invoice # HYCS16381. She stated that a qualified mechanic with 22 years experience performed the necessary repairs. Then she commented that as far as she was concerned our conversation was over. If the mechanic has been there that long, I am sure they are good at what they do. However, there is such a thing as human error.
I am disgusted with the repairs done at your Service Department. This action could have caused a serious accident involving injury or even death to my wife, or even our grandchildren, who frequently ride in the car.
I do know what I am talking about, as I am a certified mechanic with over 45 years of experience with motor vehicle repairs. I managed my own repair garage, worked flat rate positions, and repaired and managed a fleet of trucks for a large delivery company. Never once have I jeopardized someones life and I always reviewed the work of others that I managed for complete quality repairs.
This vehicle is the 4th Hyundai we have either leased or purchased from your dealership and we have been completely satisfied. In fact, after my wife purchased her Sonata (the car purchased before the Santa Fe), she recommended the cars to her company and they made a purchase of 6 Sonatas and a few Elantras for its fleet. However, due to your Service Department, no other vehicles have been purchased at your dealership since.
We never had any repair work done on any of the previous three vehicles we owned, only regular maintenance. My wife does not drive the vehicles a lot, having only 30, 000 miles on the Sonata we traded in. At the present time, she has had the vehicle 2 ½ year, and has 17, 500 miles on it.
I am very unhappy with what transpired.
To this day no one from Lester Glenn cared about making customer recovery. (7-2-09)
Cc: Hyundai USA