ComplaintsforHampton Automotive Group, Inc.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had several issues with the purchase of a 2024 Hyundai Kona. On day of purchase the salesman helped us download the app for the car. It came up with 2 issues. 1 of them was that the EGR valve had an issue. we were told on the day of purchase to drive the car and the issues would go away on the app. My daughter was driving and the car died. We get it started again and the dealership ask me to bring it in. I took it in and they advised there was a recall on the egr valve that just came in. They gave me a loaner car "Genesis". I live 1 hour from the dealership. They call me 2 days later and ask me to bring the car back. They said they needed to loan a like, kind, quality car. I advise them that I am 1 hour away so 2 hour round trip. They offer no solutions. While swapping out cars I spoke with the GM about the issues I have been dealing with so far. He agrees with a we owe contract to put Weather Tech all season Floor liners in the car. We picked them out specifically on the computer. The weather tech mats cover the whole floor in the back seat area and that is why we chose them. I signed the paper and he approved. We go out to get in the loaner Kona and hit has stains and dog hair in the car. The service department offers to clean but I would have to wait several hours more. No other offered solution like another car. At this point I am very frustrated, but need to get back home. My car gets fixed about a month later. There are no mats. I complain and they put Hyundai mats in the car that do not cover the whole floor in the back seat area. I complain and they say they have to use Hyundai parts. I show them the "we owe contract". They discuss with service manager and salesmen and decide not to correct the issue. I requested a call to resolve with the GM. No return call. I email Hyundai corporate and they are not allowed to deal with local dealerships. Do to all the issues I expect Hampton Hyundai to do the right thing.

  Business response

  06/03/2024

  At date of purchase there were no open campaigns for customers vehicle.  After purchase Hyundai released a recall related to the concern customer experienced on drive home. At the time the vehicle was dropped off we had no Hyundai loaner cars available and provided the customer with a Genesis loaner to use at no charge. When customer returned the Genesis loaner to exchange for a Hyundai loaner customer met with sales person and GM to discuss the concern with recently purchased vehicle. Dealership agreed to provide customer with a loaner for the duration of the repair as this newly released recall was news to both parties. Customer requested all weather floor mats for the vehicle and dealership agreed to provide at no charge for customer satisfaction/inconvenience. Hyundai all weather mats were provided to customer, if customer would prefer to exchange for weather tech they can send the mats provided back to dealership and weather techs can be mailed to them.

  Customer response

  06/03/2024

  
  Complaint: 21780064
  
  I am rejecting this response because: They are lying about there being no issues on the app at time of purchase.  Also they are lying as you can clearly see on the we owe form about the type of mats we requested.  Please mail the weather tech mats with a return label and we will return the Hyundai mats.  Please stop lying on these complaints and softening what happened as this makes the consumer angry.  You ignored the fact that I live 1 hour away and each trip was 2 hours.  You ignored the fact of the dirty loaner you gave us.  You are ignoring the lack of service and attention to detail.  You are ignoring that you made a mistake on the mats even though the evidence is right there.  Three of us sat with the sales person and picked out the exact mats we wanted.  Take ownership of your mistakes and work to improve quality and service.  
  
  Sincerely,
  
  Michael *******

  Business response

  06/04/2024

  In response to customers rejection customer was not lied to about issues on the app. During blue link enrollment it showed the history codes related to the radar/lane departure systems, Codes can often appear during the manufacturing/PDI process there was no active issue with any of these systems prior to customer sale . Customer purchased the vehicle on 4/29 the recall related to customers check engine light and drivability concern did not release until 5/1 Customer had to make the commute to the dealership to pick up a loaner vehicle and was provided with a Genesis loaner due to no Hyundai loaners being in stock at the time. Customer had to make a second commute to the dealership to exchange Genesis loaner for a Hyundai when one came available. On this second trip to the dealership customer met with GM and sales person and discussed the issues at hand related to recall and blue link codes presented, we also discussed that our service department could have brought the Hyundai loaner to the customers home to mitigate the inconvenience of making the one hour drive each way for a second time. Loaner vehicle should have been cleaned properly prior to providing to customer for use as detailed in customer complaint. All weather mats were requested by customer for the inconvenience experienced and dealer agreed. The customer received Hyundai all weather floor mats that will be exchanged for requested weather tech mats. Dealer will mail floor mats to customer with a return label to send back Hyundai mats.

  Customer response

  06/04/2024

  
  Complaint: 21780064
  
  I am rejecting this response because:

  We feel the dealership is still not being honest about the original code. Please see the attached screenshot of the code. Note the blue link date of 4/29/2024 when the car was purchased. It is easy to google the code and it refers to the egr valve. We do accept the remedy of sending the weather tech mats with a return label to send back the Hyundai mat. Once again I believe the dealership should admit they should have had the service department look at the codes before selling the vehicle. I believe there needs to be honesty on the mistake made. A lot of service and quality concerns at this time. 
  
  Sincerely,
  
  Michael *******

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my car in for repairs. They replaced the existing battery with a wrong battery. Then when returned refused to put a battery in that was not made by Hyundai and have had me leave twice with a failing battery.

  Business response

  04/22/2024

  .On Saturday, April 20, 2024, Mr. Myles ******* arrived at the dealership with a battery concern. Mr. ******* immediately began demanding that his battery be replaced because he had to have his vehicle jump started and it was his only day off. Upon inquiring if Mr. ******* had made an appointment as the dealership services vehicles by appointment only, he responded no, that he did not have an appointment but drove over an hour to the dealership. Mr. ******* was offered to have his battery inspected the same day and was advised that it may take 1-2 hours to work his vehicle into the schedule. Mr. ******* accepted. A battery test was performed on the battery. The test found that cold cranking amps the battery produced were 779, that the battery was rated at a minimum of 660 cold cranking amps, and that the battery passed the battery test as being a good battery. No charge to the battery was required as the cells were already within specification. The battery that was installed in Mr. ********* vehicle from a previous service on January 24, 2024 was found to be the incorrect battery group model. However, the battery was rated for more cranking amps than what was required. This in no way hinders the performance of the vehicle but rather provides more cranking ability. As a result of the battery passing the battery test with no issues found, it was explained to Mr. ******* that the probable cause of having to have his vehicle jump started was either a light or other accessory that was left on and drained the battery. When the printed battery test results were shown to and explained to Mr. *******, he demanded that a new battery be installed in his vehicle at this service. Staff advised Mr. ******* that the dealership would replace his current battery with the correct group type at no charge but the battery required was not available in stock and was expected to be received the following week. He was advised that when the new battery is received, he would be notified and made an appointment that was convenient and met his schedule. 
  
  In conclusion, Mr. *******, arrived without an appointment. His vehicle was serviced promptly the same day and passed the battery test. His battery was operating at factory specifications both upon his arrival and his departure. No repairs were required to Mr. ********* vehicle. The dealership offered to replace his battery at no charge with the correct group type as soon as the part arrives within the coming week. 

  Customer response

  04/22/2024

  
  Complaint: 21603812
  
  I am rejecting this response because: They did not inform me that I was to wait, the last time I had my vehicle there they kept it for weeks offer NO LOANER vehicle  and replaced the battery with the wrong battery, also forgetting my engine cover. For which I again had to drive back an hour and a half to retrieve. 
  

  Saturday was not my day off AT ALL. I had to take off which cost me around 400 dollars. 
  
  They are rude, misleading and misinformed. 
  

  I was never told I had to make an appointment to BUY the car. 
  

  I’ve have the before and after engine cover photos that they forgot and never called me about from my PREVIOUS experience.

  I also have the receipts and a photo of the battery test that AAA performed who was sent to me through the Hyundai app. 
  Sincerely,
  
  Myles *******

  Business response

  04/22/2024

  Mr. ******* has made complaints about previous service(s) that do not pertain to any actions which may or may not have been taken at his service visit on April 20, 2024. Further, these complaints were not brought up until the filing of this BBB complaint which occurred almost 3 months and 25,493 miles after his previous service. 
  
  Upon Mr. ********* arrival on April 20, 2024, he was asked if he had an appointment to which he stated he did not. Under the circumstances that he stated he drove from Freeport, FL, approximately an hour away, staff offered to check out his vehicle, without an appointment as a customer courtesy, and test his battery but advised that it could be 1-2 hours to work him in and have a diagnosis performed. Mr. ******* acknowledged the wait time and his vehicle was taken into the shop to have a diagnosis performed. Attached is the battery test slip that was produced by using an official Hyundai battery diagnostic testing equipment, that shows Mr. ********* battery tested good. As an additional act of good faith, since the next scheduled battery shipment is not expected until Thursday April 25th, the dealership reached out to two neighboring dealerships and requested to purchase a battery for Mr. ******* to expedite his battery replacement. A battery was secured and is expected to be delivered Tuesday, April 22nd. The dealership contacted and relayed this information to Mr. *******, however, he will not be available until Monday, April 29th. Based on the facts provided of this case and the efforts that the dealership has made in attempt to satisfy the complainants concern which include but are not limited to servicing the customer without an appointment and offering to replace his working, fully functional battery at no cost to the customer. 

  Customer response

  04/23/2024

  
  Complaint: 21603812
  
  I am rejecting this response because: the car only has 27,000 miles on it. How did I  put 25 thousand miles on a car in 3 months?

   

  
  Sincerely,
  
  Myles *******

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hampton Hyundai located in Ft. Walton Beach: I am older man who was on the search of a used vehicle. I found a vehicle in Hampton Hyundai. My daughter in law made and appointment and we went to the dealership in the evening. The night we went to see the vehicle, I expressed I was not interested in financing the car. I had been saving for this purchase and did not want to get a loan. However, the dealership pushing for financing. I was then directed to speak to another individual who handles financing and vehicle transfer paperwork, he also pushed for financing. I told them I would make a cash purchase. A couple of days later, I went to purchase the vehicle, this time during daylight. On this day, I noticed the sliding door did not close properly. I brought this up to the attention of dealership and they told me it was nothing to worry about and to close the door lightly. The moment I took the vehicle home all of the problems with the vehicle arose in a matter of a couple of days. The dealership ignored every single one of my requests and concerns about the vehicle they sold. The panels of the door are detached. If I do not tape the panels, the door will not slide open, the back door’s button to automatically open the trunk does not function properly, and the vehicle has a recall. I also had a low tire sensor go off and when I went to service the tire, they told me the sensor was broken. I immediately brought this to the attention of the dealership and they ignored me. Everytime I called, they stated they would call back, and never did. I feel incredibly deceived by this company. After calling many times since the purchase of the vehicle, in January, I finally spoke with Brent Roberts, who asked me to send him pictures of the vehicle to see these issues. I took the pictures, and sent them via text on January 11, 2024. After I sent the pictures he never replied. To this day, nobody has replied or assisted me regardless of the countless times I reached out for help.

  Business response

  03/11/2024

  Vehicle was purchased November of 2023 and went through a full Used Car Inspection prior to purchase. During this inspection our service department discovered the vehicle would require Front/Rear brakes, wipers, air filter, cabin filter, four tires, battery all services were performed there were no recommendations for repair for any other systems on the vehicle to include the sliding doors/rear hatch operation. During purchase customer signed a we owe that indicates nothing was promised after the sale additionally customer signed the used car buyers guide that indicates there is no implied warranty from the dealership after sale. In the interest of customer service Hampton is willing to inspect the customers vehicle at no charge with consideration of participation in repair.

  Customer response

  03/11/2024

  
  

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21380960 and find that this resolution is satisfactory to me. However, this was brought up to the attention of the dealership within days of purchase. 

  Please contact me directly to set up an appointment to bring the vehicle for service/inspection. It is extremely frustrating that this consideration was not taken when it was first brought up. Will the dealership contsct me? 

  Sincerely,

  
  Arturo *******

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I turned in my 2013 Hyundai Santa Fe Sport with a recall issue. I expected a reputable company to address the clearly covered issue in a timely and honest manner. I received the exact opposite. After nearly two months, there has been no progress and the dealership has yet to return one of my phone calls. There are too many issues to address in this short format. Please read the attached pdf for a complete description of how I was treated. I strongly recommend avoiding this dealership and Hyundai manufactured cars.

  Business response

  01/16/2024

  Mr. ******** vehicle was brought in for service on 11/27/2023 for a check engine light and engine performance issue. On 11/29/2023 the vehicle was inspected and diagnosed as needing either a timing job and head assembly replaced or engine assembly replaced. The customer was notified of the diagnoses on 11/29/2023 and provided an estimate for repairs. The needed repairs are not covered by warranty due to time and mileage. Mr. ******* father came to the dealership and requested that the repairs be performed under warranty. The service manager explained that the repairs were out of warranty but agreed to submit a claim to Hyundai warranty division for approval. A warranty request was made on 12/12/2023. The warranty division requested additional documentation and testing to be performed. The technician complied with the request and submitted the additional information. Hyundai warranty division reviewed the information and denied the claim on 12/22/2023 due to the vehicle failure being out of warranty by time and mileage and was not related to the warranty engine extension for lower rod bearing failure. The customer was again provided the repair estimate on 12/23/2023 via email. The customer emailed the service department on 1/2/2024 with several follow up questions. A reply email was sent 1/8/2024. HMA consumer affairs called to verify all of the details of the case. No other communication was received from Mr. ****** after the 1/8/2024 email as to how he would like to proceed with the repairs or picking up the vehicle from the dealership 

  Customer response

  01/21/2024

  
  Complaint: 21137874
  
  I am rejecting this response because:

  Hampton Hyundai's response demonstrates again how they refuse to address the substance of the issue, presents false information, and ignores most questions. Most of what Hampton Hyundai asserts is demonstrably false. 
  
  1. Again Hampton Hyundai fails to even acknowledge the safety recall campaign on the vehicle. Recall Campaign 162 (NHTSA 17V226000) states that customers must bring back the vehicle if it's experiencing the issues described for a no-cost inspection and engine replacement (see attachment). Ignoring a safety recall campaign is not just an unethical business practice, it is a serious violation of federal NHTSA mandates to ensure cars are safe to drive.
  
  2. Hampton Hyundai falsely asserts the car is not under warranty. While they initially "could not find the TXXI warranty," after a quick phone call to corporate customer service, they found it and provided proof it was covered under the TXXI unlimited warranty. (proof attached)
  
  3. The car cannot be out of warranty because the TXXI warranty is unlimited. To say an unlimited warranty expired is nonsense.
  
  4. Hampton Hyundai submitted an invalid and willfully neglectful warranty application. Hyundai specifically asked about the state of the connecting rod and bearings. Hampton Hyundai never inspected them and sent no information about them. Nor did Hampton Hyundai follow Hyundai's guidance under Service Campaign 953 for this inspection despite promising multiple times to do so.
  
  Hampton Hyundai ignores Hyundai's published technical guidance and warranties, refuses to look up recall or service campaigns, never fulfills their promises to run a complete diagnostic, and gives the worst customer service you'll ever experience. They never returned a phone call in nearly two months and still refuse to provide a loaner or rental car.
  
  If you already own a Hyundai vehicle, please don't make my mistake and take your vehicle elsewhere for service. It will be worth the extra drive. By willfully ignoring a safety recall campaign and refusing to answer questions, Hampton Hyundai cares more about their profits than your safety.
  
  Sincerely,
  
  David ******

  Business response

  01/22/2024

  Mr. *******, engine replacement was not denied at the dealership level all engines requiring replacement are submitted through Hyundai's Prior Approval system. All required testing/documentation was provided to Hyundai as per there instruction. After Hyundai Motor America review the engine was declined for warranty coverage due to the failure not being related to TXXI/TXXC engine extension. The dealership does not have the ability to override Hyundai Motor Americas warranty policy and procedures. Customer has contacted Hyundai consumer affairs for further assistance.

  Customer response

  01/26/2024

  
  Complaint: 21137874
  
  I am rejecting this response because:
  

  Hampton Hyundai continues to ignore the substance of the matter. As stated on 27 Nov 23 when the vehicle was delivered and no less than 4 times after that, the vehicle is affected by Recall Campaign 162. It was brought to Hampton Hyundai for the purpose of addressing this safety recall issue as required by federal NHTSA mandates. Despite promises to address this issue and perform the required inspection, Hampton Hyundai now refuses to do so to make the vehicle safe to drive in accordance with Hyundai and NHTSA guidance.  
  
  Hampton Hyundai submitted a neglectful warranty application. Hyundai PA requested information on the connecting rod bearings. But Hampton ignored the question and never mentioned anything about them despite the TXXI warranty mandating TSB 22-01-033H to inspect them. And to date, Hampton refuses to answer any questions on their supposed diagnosis.
  
  Again, Hampton Hyundai won't address the fact that they continue to refuse to provide a loaner or rental car despite Recall Campaign 162 and TXXI warranty guidance stating that they must do so.

  
  Sincerely,
  
  David ******

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Towed son's car to Hampton Hyundai May 6, 2023. They couldn't look at it until June, so towed to private mechanic. That mechanic said car needed new engine-a known issue, if we repaired at dealer it should be covered. We towed back to Hampton. Called many times, got VM-would leave msg, but no return call. Heard from Hampton July 2-told us they needed auth for 10hrs labor, ~$1,200 to run testing req by ext. warranty-son approved. We next heard 8/11-told us ext. warranty was denied, Hyundai wouldn't cover indicated repairs bc no powertrain warranty. We asked to speak w/service mgr-were told he'd call us next week. We don't recall addl communication until Hampton told us repairs complete, but engine stalled on test drive (which was original issue). Hyundai then approved replacement of entire engine. Once engine arrived, they would not install until we paid $6k for previous repairs. We do not recall authorizing $6K repairs-the car(2015 Sonata w/77+K) is only worth that much-we would have explored other options. We feel that Hampton held my son's car hostage. Called Hyundai corp-they could not force a dealer to honor warranty. Called dealer to ask for goodwill on any part of the repairs-denied. Asked for copies of invoices and auth's-last note i could find shows they called us 8/11 & we asked to speak to mgr. TueNov 28-son got a call-vehicle was ready. Surprised, we went to dealer & again they wouldn't replace engine until we paid $6K. We asked to speak to service mgr who could not provide us proof that we authorized repairs. He got parts mgr-said he spoke to my son ~Aug18, told him the cost of the repair/parts, said ordered the parts while on phone & said repair involved head gasket which was "top of the engine" - Hyundai covered replacement for "bottom of the engine" - I finally paid the $5,850. We do not recall authorizing repairs, there are no notes confirming that convo occurred. They have had his vehicle since May 2023 and are saying it will be ready on Dec. 4

  Business response

  12/29/2023

  Vehicle was diagnosed for customer engine concern, technician found cylinder 1 and 3 had scoring on the head and carbon build up on the valves with no indication of bottom end failure at that time. Hyundai does have a warranty extension  on the connecting rod bearings if that is found to be the cause of failure. Hyundai tech line was contacted to report our findings. Tech line advised to replace the cylinder head, valves, and timing components. Repairs required are outside of customers manufacture warranty due to time and mileage. Prior to repair we contacted the customers extended service contract through first guard and submitted for a claim for repair and the claim was denied due to the customer having no powertrain coverage. The customer was quoted $6,554 to perform the repairs. The customer made a verbal authorization to the Parts Manager on the phone on August 21, 2023 to proceed with the repairs. The repairs were completed. During testing, the tech found a knocking noise detected from the lower end of the engine. The technician performed a bearing clearance test. The bearing clearance test failed. A warranty claim for engine replacement was submitted due to the failed bearing clearance test. The warranty claim was approved. The service department contacted the district manager to request payment assistance for the customer as a goodwill. The district manager contacted the warranty division for the goodwill. The request was denied. The customer was advised that the repair invoice for the previous work would need to be paid in full prior to the engine being replaced under warranty. The customer and his mother came to the dealership to dispute the repair being authorized. The parts manager with the service manager spoke with the customer and his mother and recounted the conversation from August 21st when the repairs were authorized on the phone. The customer acknowledged to all parties that he did in fact make the authorization. The customer paid the invoice, the engine was replaced under warranty and the vehicle was returned to the customer. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hampton performed a diagnostic indicating significant issues with the car, including failing struts and tie rods. When I took the car to another shop for repair, they said none of the problems Hampton had reported were found. I paid for a diagnostic at Hampton that turned out to be fraudulent and would like a full refund.

  Business response

  11/17/2023

  We are unable to locate customer in our data base with the information provided We have searched by Name, Phone number and email additional information will need to be provided. We can locate previous repair visits by Repair Order number it will be in the top right corner of the customers invoice or by the 17 digit vin number on the vehicle.

  Customer response

  11/17/2023

  
  Complaint: 20854283
  
  I am rejecting this response because I have attached the receipt feom service which should help to locate the file vehicle was checked in under Stryder ****** but is registered to me.
  
  Sincerely,
  
  Melissa ******

  Business response

  11/17/2023

  Vehicle was brought to us with two concerns, a standard diagnostic fee of $150.00 plus tax and shop supplies is charged for all vehicles being looked at for concerns outside of the manufactures warranty. The first concern was for the steering wheel shaking Our technician found aftermarket struts and rear springs installed on the vehicle and noise from the front sway bar links tech additionally notated that the front struts/rear shocks were failing along with the tie rod ends. The customer also presented with a concern for a loss of power under heavy acceleration where additional after market components were found to be installed customer was advised it could be related to the aftermarket intake and blow off valve installed and we could not perform proper testing procedures due to these parts. The diagnostic fee only applies to the tech inspecting the car and reporting the findings it does not cover the cost of repair.

  Customer response

  11/20/2023

  
  Complaint: 20854283
  
  I am rejecting this response because, when I went to another repair service, they reported there were no concerns with the struts or tie rods.  Is Hampton saying this second opinion was inaccurate? 
  
  Sincerely,
  
  Melissa ******

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally brought my 2018 Tucson Hyndaui in for repair in Feb of this year.My complaint for bringing it in was I hit a deer in December and codes were flashing to replace front sensor .I had my car in the I thought a bit over two weeks I paid a total of 1544 and some change .This was my 200 ded and balance from a insurance check grace sent me for some of the repairs .I had my car back not even a day as matter of fact after pulling away the light came on again.I came back several times and called the service Ryder or tech who is no longer there said to bring in it so the could reset the memory board . Did this as well .Hampton sent me on my way again.I called again several times no return call .I finally spoke to vice President if company Cameron he told after looking at records the sensor was never replaced .I made an appoint came in again here in February .My insurance GEICO has given me a rental all these times I have brought my car in .Grace had exhausted rental they can not pay anymore .I had to pay 390 this Friday to extend the rental till tues coming up .As of Friday after I have left Micah several messages on and the last week no return call .Tyler ****** from GEICO my adjuster called .Hampton said no from GEICO had called them .I feel like I should get my money back for the rental and as well as a courtesy rental if need be until my insurance gets out there this week.The reason I feel it is the car places fault is the previous car rider there at the shop who is not there anymore told me she accidentally sent back the sensor for whatever reason.If she had not done that and not lied to me at heart five times my car would be fixed and or I would not be out of rental days from grace .Cameron from Hampton did not return my call Friday or sat .the manager of the shop told myself and Tyler they could not help with a loaner car he is restricted .I am in a bind I am following up with my ins as well .I work one hour away from work and the shop I have lost wages

  Business response

  05/08/2023

  Customer came in on Friday May 5th with the manager on shift Joe, reviewed the insurance claim with the customer did not have the part billed out for repair. Spoke with customers insurance adjuster who agreed to come inspect the vehicle on May 9th to create a supplemental claim for customer concern. Customer original concern in January was for the radar system vehicle was diagnosed and quoted for repairs they were not complete at that time. On January 24th customer advised us she struck a deer while driving and was advised to contact insurance for repairs. On the repair order dated February 6th the Radar unit was not included in the original insurance claim. customer notified us of the returning lights on dash which brings us to the scheduled visit from insurance adjuster on May 9th for repairs. Repairs as a result of collision damage do not fall under authorization for  warranty rental use. Once customer vehicle is brought in it will be made a priority to get the repairs completed. 

  Customer response

  05/10/2023

  
  Complaint: 20027894
  
  I am rejecting this response because:
  
  Sincerely,
  
  Shelia ******** because the reason the part was not included in the original claim is because their service Ryder sent the part back .All of this stems from that service ryder and now Hampton is accepting no responsibility .My adjusted came in yesterday amended the claim dropped off a check and Micah was again not available now today left a message no one available I want to get my car fixed and and this point they just adjustment some of what I paid .I have had to miss work pay out of pocket wish my issue took care of.Yes I know this is the result of hitting a deer but when you pay for something and they tell you five times the sensor was fixed after coming in as well .Cameron the building manager is the one that told me the part was not in installed and the lady on the original ticket is no longer there .She created this mess she sent my part back by accident I believe Hampton should make it right even though Donna I think was her name is no longer there 

• Initial Complaint

  12/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Current issue is dealership refuses to repair the vehicle. 6 months ago it had a new transmission, electric motor and cv axle installed. The cv axle has failed where it goes into transmission. It is under warranty. Warranty is no good if they refuse to get me in. I will require a loaner while it is fixed. I just cant believe the awful service I am getting.

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/09) */ Spoke with customer on Saturday December 4th in regard to concern with vehicle. Customer notified us that the he felt the axle that was installed during repair in April may be failing. Service dept. schedule was backed up due to work flow but offered customer immediate appointment for Monday December 6th due to recent repairs made. Service dept confirmed that the axle was indeed the cause of failure and is under a 12 month 12,000 miles parts and labor warranty that is being repaired at no charge to the customer. Customer was provided a loaner car while repairs are being made parts arrival E.T.A is Friday December 10th at which point vehicle repairs will be completed.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩