Russell Westbrook Hyundai of Anaheim - Repair Service from Extended Warranty Policy by Russell Westbrook to replace damaged parts
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I own a Hyundai Genesis 2014.
This vehicle was purchased at Hardin Hyundai:
1271 S. Auto Center Drive, Anaheim, California 92806
I have a fully loaded luxury model of the Genesis and now it is not working for me the last 5 months, I hear by request to have my car replaced or repaired immediately and compensate me for the loss of use, loss of time traveling to the dealer 7 times for nothing and losing my business days including one time I have to be waiting the whole day and stay overnight to be ready in the morning for the inspector and save the 3 hours drive from and to the dealer.
In addition, the countless time I have to worry about making hundreds of calls that always got transferred to voice mail without any return calls, to make the next appointment or to shorten the waiting time and get things done
Ever since Russell Westbrook took over from Hardin Hyundai the customer service is no longer existed, every time I come to the appointment there is different person who knew nothing about my case nor who care to take care of the situation to completion. (I.e.: I made several phone calls to request and remind the technician to make an appointment with the inspector from extended warranty company so we do not waste time waiting and yet I had to wait the whole day to be told by 4 pm that he was not showed up until tomorrow morning at 8 am.
Chronological order of what happened with my record of communication send to and received from the dealer:
During this month of May, I found that my touch screen console is no longer functional and the electrical is crossed in such a way that the channel changed itself nonstop. The preset channels of the radio were removed and I can no longer control the GPS system which also changed the destination address on its own. I can no longer program the radio, the GPS system, the audio setting with the touch screen.
I then made an appointment to bring the car to the dealer and it was not available until next week.
However, when I came with the first of the day appointment, there are no one serving customers. We have to abandon our car on the line of cars waiting, to walk into the line of customer waiting for service, which is none for a long time.
I purchased the car and the extended insurance from this location so I stayed loyal to this location and willing to come here for service hoping it will speed up the process. The drive is an hour and a half each way with traffic from my home.
1st Trip: June 3, 2021
"Your 2014 GENESIS is reserved for service on Jun 3, 2021 11:00:00 AM at Russell Westbrook Hyundai of Anaheim."
I stayed all day waiting
2nd Trip: Jul 9, 2021
"Your 2014 GENESIS is reserved for service on Jul 9, 2021 10:30:00 AM at Russell Westbrook Hyundai of Anaheim."
by 2pm they contact me to say: Part was ordered and received but they cannot install because insurance was not approved.
3rd Trip: Jul 14, 2021
"Your 2014 GENESIS is reserved for service on Jul 14, 2021 10:45:00 AM at Russell Westbrook Hyundai of Anaheim."
Appointment scheduled, but Westbrook Russell did not make proper claim appointment. No Adjuster come we have to reschedule
4th Trip: July 19, 2021
Appointment scheduled with several reminders phone calls from me to make sure &;;;;;;;;;;;; schedule the adjuster:
Courtesy reminder of your scheduled service appointment on Jul 19, 2021 10:15:00 AM at Russell Westbrook Hyundai of Anaheim.
All day waiting for the insurance adjuster and was told he did not show up at 4pm, since they have no appointment made with him despite my scheduled time
5th Trip: July 20, 2021
I have to find a place to stay over in Orange County since the drive is an hour and a half each way to come back next day for the adjusters inspection.
The claim was approved and part ordered.
With a weekly phone call to demand Auto repair part replacement nothing was done
6th Trip: August 19, 2021
I receive a message from the technician:
"Hello, this is Jason over at Hyundai I hope you are doing well. I just spoke to your extended warranty and they let me know it is approved and they will be sending us a radio I will keep you updated if they happen to tell me anything else, if you have any questions, please feel free to text me here. Thank you and have a great day!" I send a confirmation message:
"Hi Jason, I really appreciate you following up on this situation. Please let me know when the touch screen parts are available for me to bring the car in.
You are aware that everything still working the radio is still working the GPS still working but only on the touch of the buttons on the car or if I know how to do voice-activate which is very complicated. The issue is the touch screen command."
Just to confirm the problem of the car.
7th Trip: August 31, 2021
On Aug 30, I sent another inquiry message:
" Good morning Jason,
We have been waiting patiently for my car to be repaired.
Do you know what happened and why such delay and when it can be handled?
Please call me and update.
When can I bring the car in for replacement of the touch screen part? KC Hoang"
Thats when I receive notification Msg from technician:
The technician said he finally got the part and scheduled for Friday Sept 3rd, but I was so anxious so I told him then I will bring car in next day, Aug 31st at 8:30 am
" Good morning Jason,
I am here at the shop and just wanted to thank you for making the arrangement waiting in the service department"
But he came out said the shop is too busy all day and cannot have work done on my car, I have to come back.
8th Trip: September 04, 2021
We scheduled for Sat 9-4-21.
I brought the car in round 9am, he called a few hours later to let me know the part is wrong and I need to be rescheduled when parts reorder!
After that, several phNoneone calls made and text message left, but I was ignored.
Nobody contacted me since that day. And no one return my messages and nothing is resolved.
And now, the whole console gets worse: it does not work even with the dial to turn on or off the radio, or to adjust the dial to select channel or any other commands.
Preferred solution: Let the company propose a solution.
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