Dealing with Hyundai Canada - HORROR STORY
It is not my style to do this but my experience with Hyundai Canada has been so horrible that it needs to be shared.
I purchased a brand new Tucson 1.6T in November 2017.
Since then the car has been in the shop to get the engine repaired 4 times (at 5,000 km, 8,000 km, 17,000 km and 23,000 km). The issue is that the car cannot accelerate anywhere near the level it is supposed to. (think about a 0-60 of ~20 seconds)
Each time that I entered the dealership I explain that this is unacceptable for a new vehicle. I get the same old “don’t worry we’ve found the cause and it shouldn’t happen again”.
But then it’s happened again! This time at 24,000 km. Same issue. Same result.
So silly me contacts Hyundai Canada so say listen, you clearly sold me a dud, let’s talk about a way to fix this situation. Their response: we only service the warranty. Bring it in and we’ll fix it while under the warranty period.
So let's get this straight: Basically Hyundai Canada’s stance is that I, the owner of a brand new car, should accept that I will have to return to dealership every ~5,000 km to get an integral engine component fixed, each time taking 1 to 2 weeks to order the same part and do the same duct-tape style repair.
I decide that enough is enough. I've been too patient. . The car has a defect! To an engine component! And it’s plain to see that another repair won’t fix this. The folks at the dealership know it won’t work. Hyundai Canada likely knows this is hopeless as well. Even the car with its engine light on knows that the situation is dire.
Silly me again thinks that maybe if I talk to the dealership there will be some adults who understand the obligations you have to consumers for selling a defective product. We get to dealing and we have a decent solution: they’ll put me in a new car, buy my defective car off me at market value and have Hyundai compensate the difference between the balance owing and market value. This solution was OK to me. It put me in a situation that was no better nor worse than I had been had I bought a non-defective vehicle in the first place. The dealership was happy too, they could keep a customer with whom they have a good relationship.
They ask Hyundai Canada. They refuse. I’m am then out of options to deal with this amicably.
My only solution is to pursue arbitration, and Hyundai is ruthless throughout this process. This process is still ongoing but I no good-faith efforts from Hyundai Canada. They’ve dragged out this process by pursuing any avenue that delays the arbitration hearing date. The kicker: they even lied to the arbitrator, in writing, that they had no knowledge of the issues. Really? We’ve talked about this at length, repeatedly, each time it's happened.
WHAT KIND OF COMPANY IS THIS? What kind of company would blatantly lie, in writing, about something that is easily verifiable as false in a quasi-legal setting? What kind of company would rather fight a consumer in an effort to stick them with a defective product that they themselves manufactured? Clearly it’s a company that does not care once the sale is made. They’d rather fight you than admit their mistake and do what is right for an innocent customer.
Needless to say my experience has been extremely time-consuming, frustrating and quite frankly I feel extremely disrespected. I hope that this ordeal is settled soon.
I hope that my story helps my fellow Canadians make an informed decision when purchasing a new car. You don’t truly know the culture of the company you’re dealing with until thing go wrong. In this case, Hyundai Canada can plainly see that they sold me a lemon but when it comes to fixing the situation they tell me I am on my own.
Happy to answer any questions. Not sure how my situation will be resolved, but I want others to be knowledgeable of my experience when making a car purchase.
I purchased a brand new Tucson 1.6T in November 2017.
Since then the car has been in the shop to get the engine repaired 4 times (at 5,000 km, 8,000 km, 17,000 km and 23,000 km). The issue is that the car cannot accelerate anywhere near the level it is supposed to. (think about a 0-60 of ~20 seconds)
Each time that I entered the dealership I explain that this is unacceptable for a new vehicle. I get the same old “don’t worry we’ve found the cause and it shouldn’t happen again”.
But then it’s happened again! This time at 24,000 km. Same issue. Same result.
So silly me contacts Hyundai Canada so say listen, you clearly sold me a dud, let’s talk about a way to fix this situation. Their response: we only service the warranty. Bring it in and we’ll fix it while under the warranty period.
So let's get this straight: Basically Hyundai Canada’s stance is that I, the owner of a brand new car, should accept that I will have to return to dealership every ~5,000 km to get an integral engine component fixed, each time taking 1 to 2 weeks to order the same part and do the same duct-tape style repair.
I decide that enough is enough. I've been too patient. . The car has a defect! To an engine component! And it’s plain to see that another repair won’t fix this. The folks at the dealership know it won’t work. Hyundai Canada likely knows this is hopeless as well. Even the car with its engine light on knows that the situation is dire.
Silly me again thinks that maybe if I talk to the dealership there will be some adults who understand the obligations you have to consumers for selling a defective product. We get to dealing and we have a decent solution: they’ll put me in a new car, buy my defective car off me at market value and have Hyundai compensate the difference between the balance owing and market value. This solution was OK to me. It put me in a situation that was no better nor worse than I had been had I bought a non-defective vehicle in the first place. The dealership was happy too, they could keep a customer with whom they have a good relationship.
They ask Hyundai Canada. They refuse. I’m am then out of options to deal with this amicably.
My only solution is to pursue arbitration, and Hyundai is ruthless throughout this process. This process is still ongoing but I no good-faith efforts from Hyundai Canada. They’ve dragged out this process by pursuing any avenue that delays the arbitration hearing date. The kicker: they even lied to the arbitrator, in writing, that they had no knowledge of the issues. Really? We’ve talked about this at length, repeatedly, each time it's happened.
WHAT KIND OF COMPANY IS THIS? What kind of company would blatantly lie, in writing, about something that is easily verifiable as false in a quasi-legal setting? What kind of company would rather fight a consumer in an effort to stick them with a defective product that they themselves manufactured? Clearly it’s a company that does not care once the sale is made. They’d rather fight you than admit their mistake and do what is right for an innocent customer.
Needless to say my experience has been extremely time-consuming, frustrating and quite frankly I feel extremely disrespected. I hope that this ordeal is settled soon.
I hope that my story helps my fellow Canadians make an informed decision when purchasing a new car. You don’t truly know the culture of the company you’re dealing with until thing go wrong. In this case, Hyundai Canada can plainly see that they sold me a lemon but when it comes to fixing the situation they tell me I am on my own.
Happy to answer any questions. Not sure how my situation will be resolved, but I want others to be knowledgeable of my experience when making a car purchase.
