Jill M on BBB
3 years ago
12/20/2019, 04:48 AM
My 2012 Hyundai Tucson stalled on the highway and thus was towed to Hyundai of Kirkland for repair. The service department relayed that due to the recent safety recall 19v063, it would be a couple weeks before they could look at my car. I had no choice but to wait since my car at this point was inoperable. I asked for a courtesy car while the work was being done, but of course they refused. Once my car was diagnosed, they confirmed it also had this recall issue, and we would again have to wait for a new engine to arrive. Again, no courtesy car. About a month into the process, I wanted to personally see how the repairs were progressing. When I arrived at the dealership, I noticed my driver’s side and passenger windows were rolled down and replaced by thin plastic sheets held up by a couple pieces of packing tape pressed against my car’s paint. Since the service center was closed on the day of my visit, I called the next morning to understand why my windows were down. They mentioned that because they removed the engine, they were unable to get them back up. I told them this was very concerning because it rains ALL THE TIME in Washington. It’s a service center with “highly qualified technicians” (https://www.hyundaiofkirkland.com/service/center.htm), they could have figured out how to close the windows or at least stored the car in a sheltered area! But instead, they reassured me everything was fine, and they kept the car in the open.
Finally about three months after taking my car into Hyundai of Kirkland, I got a phone call that it was ready to be picked up. As soon as I saw my car, I noticed TWO LONG, DEEP SCRATCHES on the hood of my car (see the attached picture). One of the scratches is over 2 feet long!! I spoke to the manager. He said that they do not insure the cars on the lot, and there was “nothing he could do”. What?! Then, I noticed the tape marks, hand prints, and smudges that were left all over the front and sides of the car. Once I opened my car door, I immediately noticed things went from really bad to much worse. It was very clear my car had water damage. Paperwork they had been pulled out of my glove box was sitting on the passenger seat, obviously ruined by water that had made its way in from the open windows. And because still water had accumulated in my car, a pervasive mildew stench permeated my dashboard, upholstery, and carpet. Now I am worried that the water damage also ruined the airbag sensors in my two front seats. Even after presenting the manager with all of these issues, he refused to acknowledge the problems or present a reason why my windows were even down! His only suggestion was to clean my car. At this point, I had lost all trust in this service center and wanted to get my car away from there.
I am blown away by the disrespectful, negligent, and poor service that Hyundai of Kirkland provided. My car is now worthless, I am too scared to operate my vehicle, and I am too scared to sell it. I am not sure how to move forward from here since Hyundai of Kirkland and Hyundai USA have both been unresponsive to my multiple attempts to contact them.
AVOID HYUNDAI AND HYUNDAI OF KIRKLAND!