Complaints

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• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle broke down 11/16/22. I paid to tow it to Hanover Lots for Less Service Center because that is where I purchased my vehicle and the salesman I purchased it from advised me that I still had an extended warranty on it and that the Service Center would work on it. 11/18/22 I was notified by Hanover Lots for Less that my engine was blown. They stated that for warranty purposes they would have to tear the engine down to tell if it would be covered or not. 11/21/22 the engine was torn apart and it was determined that rod bearing failure cause the engine to stop working and that it would be covered under warranty. I was also advised that it would need to be towed to a ******* dealership to do the warranty repair. Hanover Lots for Less determined that it would need to go to the ******* dealership in Mechanicsburg as opposed to the ******* dealership a few miles away in Hanover, due to a better working relationship. Hanover Lots for Less provided me a phone number for a towing company to tow my vehicle to Mechanicsburg and stated that I would be provided a rental car either by the ******* dealership or that they would rent a car from ********** for me to use to get back and forth to work. 11/23/22 my vehicle was towed to ******************. I didn't hear from the dealership, so 11/29/22 I contacted ********** to find out the status of my vehicle and see when I could get a rental. I was advised that I wouldn't be able to get a vehicle until it was determined who would be paying for the warranty work ******* or the extended warranty co. It is now 12/8/22, 22 days since my car has broken down and I have repeatedly called Lots for Less who sublet my vehicle to ********** as to the status of my car or a loaner. They will not give me a straight answer. I have also contacted ********** and got the same response. I dont think it was appropriate to be promised a loaner car from either of them and after a month, still not have a vehicle, let alone a status of my vehicle.

  Business Response

  Date: 12/19/2022

  December 9, 2022
  Dear *** ********************,
  Thank you for your letter of December 9, 2022.  We understand your frustration with the situation and have done everything in our power to ensure the situation is being handled properly. During the diagnosis process, after it was determined that there was a potential engine rod bearing failure for the 2018 ******* ***** **, we contacted ******* for coverage under the manufacturer warranty. The advisor we spoke with confirmed there is coverage for rod bearing failure under the manufacturer warranty, and they would need to diagnose further to confirm.  This confirmation entails a complete engine teardown for additional information necessary for their warranty claim.
  We had excellent communication from the ********** ******* Advisor during the process. We had worked with the ********** ******* Advisor to ensure full communication on the issue, and we communicated to ensure the transfer of information was correct including any pictures or documents we can provide. We did not sublet the work to ********** *******.  Instead, we closed our repair order, and the vehicle was ready for a tow on 11/22/2022 which was coordinated with **********'s preferred tow company to ensure the charge for the tow is on the warranty claim.
  As an act of good faith, we did not charge the customer for any diagnostic work on this repair order. The vehicle left our facility and was to be worked on by Hyundai on 11/23/2022. We had received phone calls from the customer (******, letter addressee), the customer's mother, and a friend of the customer to all of whom we fully explained the situation and explained the next steps many times. It had also been explained why we cannot provide a loaner vehicle for the repairs. Overall, it was determined ******* should cover the repairs under the manufacturer warranty and the information for the extended warranty coverage was shared with the ********** ******* Advisor to ensure they have all the information. We had not promised a loaner vehicle to the customer because we had not completed the diagnosis for the full claim including teardown, since the manufacturer warranty should cover it.  It was determined ******* should complete the teardown and submit the claim. We cannot speak to ********s promise for a loaner vehicle as we are not of the same organization.  We hope that this letter helps you to better understand the situation.  Please feel free to reach out with any further questions.
  Sincerely,
  Hanover Lots for Less Service Center and Loni S****, CEO, Hanover Auto Team