ComplaintsforCapital Motors Ltd.

• Initial Complaint

  06/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  After a long wait I brought my vehicle into their dealership for service to fix a problem under warranty. I was told to try a few other things and then bring it back if problems persisted. I did that and drove it on the highway but the car got worse to the point I felt myself and my passenger were in danger of getting home safely. I advised Capital Hyundai the next morning and had my vehicle towed to their dealership. This was a Friday before a long weekend. I spoke with a manager as I was already frustrated. He promised me they would have a look and get back to me. However, as the long weekend neared I had no update and no promise of a rental until I could finally get a service advisor to take me seriously so I could have transportation to work. On Tuesday I was advised of the repairs needed and authorized. However, once I picked up my car from the dealership I immediately noticed a smell of gas. Two days later I happened to look up on the ceiling and noticed brown marks all over the back ceiling, seat and door. I contacted Hyundai Canada and filed a complaint. I was promised I would receive a response in 3-4 business days, it took 14 business days to receive a response. While I was awaiting their response, I took my car for a routine oil change. Much to my surprise, when the technician at the garage tried to close my bonnet it would not close. They asked if I had any prior issue and I was unaware of any until I spoke with my partner who had noticed a problem getting it to close as well, I was told there is a problem with the latch/hood assembly. This was not present prior to service. When the agent reached out to me they simply spoke of the repairs done to my vehicle and not any of the damage caused or the difficulty I had with most of the people I spoke with at the dealership. I feel as if my concerns have not been taken seriously at any point with this business and I am still nervous driving my vehicle. I have attached more documentation to detail my experience.

  Customer response

  10/10/2023

  I have already attached a copy of all receipts pertaining to this complaint. If necessary I can try to locate copies of the warranty information for my vehicle and send those. Please note that while I am aware that I cannot edit my complaint to the BBB about Capital Motors Ltd, I do have additional information that I would like for the BBB and Capital Motors Ltd to be aware of. I did not report this information previously as I was not aware of it. Since submitting my report I have also discovered that the hook for which my rear center seatbelt clips into is missing in my car. I can pass along proof of this if necessary. I only became aware that it was missing this weekend when it was needed and not present, it would have been present prior to my service at Capital Motors Ltd.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought my vehicle from in August 2022. In January 2023 to February 2023 I had to have my vehicle boosted 4 times. During that time I did bring it in to Capital Hyundai to have checked and was advised everything was fine. In March 2023 I brought her in again and was advised the battery was bad and it was replaced. Then between August 2023 to September 2023 I’ve once again had to have my vehicle boosted 4 times. Three of those times were in close proximity so I once again brought it into Hyundai and I spoke with a Sales Manager about the whole situation. He spoke to the Shop Foreperson and brought the vehicle in. He tested the battery and advised it was fine. The sales manager was there when he advised us of this. He agreed to do a parasitic draw test to determine what is draining the battery. It was late Monday (Sept 25/23) evening when we were there so we were given a loaner. We didn’t hear anything on Tuesday (Sept 26/23). Then I get a voicemail from a service representative on Wednesday (September 27/23) that my vehicle was ready to be picked up and that the battery had been replaced. I called and left a message for someone to call me back as the sales manager I had been speaking to previously was not in. I didn’t get a response so I called and left a message for the service person to call me back. No response. The next morning I get an email from the service manager apologizing for the confusion and that all tests were done and came back ok but the battery came back as bad. I replied advising I was not happy with just a battery replacement. I got a call from the whole foreperson later in the day advising that it must have just been a bad batch of batteries. I picked up my vehicle on Friday September 29. I spoke to the customer service manager and advised him of my frustration and advised him that I would be going further to have my vehicle looked at more thoroughly.

  Business response

  25/10/2023

  Customer ***** ****** purchased a 2022 Hyundai Santa Cruz in August 2022. Since then, the vehicle has been into Capital Hyundai for battery replacements on two separate occasions. Below is a breakdown of Ms. ******** service department visits related to the battery in their vehicle:
  January 13th, 2023 - the vehicle battery had died and was boosted before coming into the dealership. Customer brought vehicle into dealership after it was boosted because the backup camera and radio screen were not working. This was fixed and the vehicle started without issue during the visit.
  March 14th, 2023 - vehicle had 7,431km. Dealership confirmed customer complaint that vehicle needed to be boosted. While vehicle was in the garage it was rebooted and the battery was checked, technician completed charge battery test and the result was replace battery - the battery was then replaced under warranty with no cost to customer.
  September 25th, 2023 - 17,994km, customer brought the vehicle in to the service drive thru indicating another issue with the battery. Battery test was completed the in drive thru while the engine was still running, the Shop Foreperson completed the battery test which came back with no issues. The ignition was then left on for 3-4 mins in preparation for another battery test (for battery tests, vehicles need to have the ignition left on in order to receive an accurate reading from the battery test). The next day a draw test was conducted, another battery test was completed, and the battery failed. Service completed alternator test then did a tri test and the reading from that test was 0.028 which is considered a pass and meant that there were no modules of the vehicle that were drawing power from the battery. For reference, any result up to 0.050 is considered a pass but any number higher than 0.080 amps could cause issues and result in a failure. Another battery test completed right after this resulted in a failed test result. Service installed another new battery that was covered under warranty with no cost to customer. Another alternator test was conducted, it passed, and draw test confirmed no excess draw from the battery.
  Proposed solution - The Service Department will be reaching out to Ms. ****** to schedule them to bring the vehicle back to the dealership for another battery and draw test to confirm everything is still working normally. This will be completed with Ms. ****** present so they can observe the test as well as the results with no charge to the customer.

• Initial Complaint

  24/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have a 2018 Hyundai Accent and since 2019, the check engine light has come on numerous times. Each subsequent visit the diagnostic trouble code shows an Evap emission leak. Each time, I'm asked the same questions and provide the same answers. The code is reset and I'm sent on my way until the next visit. On at least two occasions, once as recently as Feb 2022, Evap leakage tests, and canister and purge valve tests showed no issues. Last week, when the light came on again, a foreman checked the vehicle. Same trouble code again, a few tests were done, and the code reset. Two days later, the light was on again. I'm now booked for an Evap smoke test. Not only are these frequent visits an inconvenience, but the costs are starting to mount and I'm no further ahead. I'm told now that, depending on the outcome, I may be charged for the upcoming test. This is simply unacceptable. This has been a persistent problem, almost from the day I purchased the vehicle, and has never been resolved, despite my all too frequent visits. I could just ignore the engine light and assume it's nothing, but if it turns out to be something more serious, who will be responsible? Me, of course. (This complaint is no reflection on your staff, who have always been friendly and professional.)

  Business response

  25/05/2022

  Hello Mr. *******,

   

  Thank you for providing us with the detailed feedback of your experiences so far. I have spoken to our service team and we are willing to help out with the cost of the EVAP test. We hope this satisfies a bit of your frustration and we are hopeful that we can get to the bottom of this on your next visit. We appreciate your patience as we continue to do all that we can to repair the issue.

   

  Kind Regards,

   

  **** ********

  General Manager

  Capital Hyundai

  Customer response

  25/05/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17248792, and find that this resolution is satisfactory to me.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We recieved a notification by mail from ******* Canada telling us our vehical ( 2012 Sante Fe , had a recall notice due to possible engine failure. We brought the vehical in, it was checked, we were advised it was OK. In the process , the spark plugs were damaged, but they only charged us for the new spark plugs, not the labour . Generous considering they broke them. A week later the vehical broke down. It had to be towed at a cost of $450. That was near the end of November. We were told it would take two to three weeks to replace the engine. Replacement covered under the recall warranty. Sorry, no loaners available. I am severely Immunocompromised, and am unable to use public transportation. I called back after the three weeks. Still waiting on parts, still no loaners available. I called again, midweek between Christmas and New Years, I was told they were open and someone would get back to me, they didn’t. I called again today Jan 4, six weeks after the vehical was brought in. I was informed by N. , the service advisor, that they are still waiting on parts, still no loaners available. Now six weeks after the vehical gave out. When I asked to speak to V. the service Manager, I was told he was busy, but would get back to me. Still no call. I have multiple hospital appointments, sometimes daily, following a stem cell transplant, and have had to rely on family to get me back and forth to the hospital. I have been told repeatedly, sorry no loaners available over a six week period. It’s starting to wear pretty thin. I spoke to ******* Canada. I was told that the dealer is under no obligation to do anything other then replace the engine at their convenience. In fact, they are only replacing the engine as a favour to me. I have already sent a complaint to the ******* Head Office in Korea.

  Business response

  20/01/2022

  Thank you for taking the time to outline your experience thus far with Capital Hyundai. We strive to deliver a 5 star customer experience at all times but it is evident that in this case we have missed that goal. Unfortunately a number of variables have contributed to your less than desirable visit.

  While we are not obligated to provide a loaner vehicle in a situation like this we typically do under normal circumstances. In this case and in our current state of vehicle inventory we are unable to provide the loaners as we traditionally would. We typically have 25 vehicles designated for loaner service however given the shortage of vehicles due to Covid-19 and the subsequent delays in production and delivery times we are left with only 9 loaner vehicles. All of these vehicles have been out to other customers who had visited the dealership with service issues of their own prior to your initial appointment. We have a priority list based on the length of time the vehicles have been here on our parking lot. When we had a loaner returned and it was your turn to receive a loaner we ensured that you got one despite the fact that we are in no way obligated to provide one in this scenario. All that said we still understand the frustration and sympathize with you and all of our customers who are being negatively impacted by this situation. We have finally received the remainder of the parts necessary to complete the replacement of your engine. The work will be completed by early next week. 

  Again, I want to thank you for taking the time to outline your experience as this will help us improve in the future. I also want to re-iterate the appreciation we have for you as a customer and look forward to serving you for years to come.

   

  Kind Regards,

  **** ********

  General Manager

  Capital Hyundai

  Business response

  07/02/2022

  We are working on a resolution with this customer. The tow bill will be re-imbursed.

   

  Thank you.

  Customer response

  09/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16424962, and find that this resolution is satisfactory to me.

  My wife was informed by phone that the towing would be covered. Apparently not all the parts were available , so some of the old parts had to be reused. See attached. These are listed on the invoice. However , the vehical seems to be operating correctly, for the moment. 
  it is noted on the invoice that the battery is bad and the flex pipe is leaking. When the old battery was removed, I noticed what appeared to be ABS glue dribbled down the side of the air intake pipe.It appears a piece may have been broken off and erglüh. No record of any such work performed during previous service visits. 
  I am satisfied, for the moment, pending the possible failure of the old parts that were reused. 

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