Earnhardt Hyundai - San Tan

Earnhardt Hyundai - San Tan responded

Mr. Pavey, Thank you for your feedback. You are upset due to the fact your extended warranty does not cover the radio on your plan. You changed your extended warranty plan from the platinum plan to the gold plan, which does not cover the repair. The dealership has nothing to do with the decision from the extended warranty company. As a courtesy, I can refund your $200 for the diagnosis. Please call me directly at 480-517-5230 and I can assist you with this. Regards, Larry Donahue Service Director larry.donahue@earnhardt.com

lpavey4 responded

Thank you for your response. I called you yesterday and left a message as you were not available and have not heard back. To clarify I leased the car from your dealership and purchased it when the lease ran out. At that time the sales person encouraged me to purchase an extended warranty explaining that it would extend the things covered by the original warranty. He provided a brochure and I sent a payment to the warranty company. Since that time I have never communicated with them or even have a contact number as it has all been done through your dealership. I have not changed anything and if you check service records you will see that I have had numerous visits for the same issue and was told on a previous visit that there was likely a problem with the ASM on the radio but not to worry it was covered by the warranty. I never had a charge on the previous visits assuming they were covered by the warranty. I had not had a convenient time to leave it for a few days before but am planning to trade it in and wanted everything to be in working order. What I am upset about is that I made an appointment and brought the car in on Monday morning and was told that it would take at least two days to do the diagnostics but that I could NOT get a loaner vehicle until you determined the problem so I had to rent a vehicle. On Weds morning I called and was told it had not even been looked at yet but would be a priority that day. So the vehicle had just sat there for two days while I had expense and inconvenience. I got a call late Weds saying that the problem had been identified and verified and you needed approval from the warranty company to do the repair. On Thursday I was told that the warranty company had to "inspect" the claim but it was just a formality and I could pick up a loaner venhicle on Friday as it would take 7-10 days to get the part. On friday I returned the rental car and took an Uber to the dealership only to be told that the warranty did not cover the repair and I could proceed on my own. Again I never spoke to anyone from the warranty company and rely on you to determine what is correct. It is interesting that on my receipt it states that the tech verified the "radio ASM is internally failing and requires replacement" but "customers service contract declined repairs" rather than the repair isn't covered. The entire experience was pretty negative with a lot of inconvenience and expense and I will accept your offer to refund the $200 fee for the diagnosis and ask that you just refund to the same credit card that was used to pay for it. Thank you again for your response and offer.

Earnhardt Hyundai - San Tan responded

William, We're thrilled to hear about your positive experience with Mario and the team. It's great to know you trust us with your family's Hyundais. Your support means a lot to us! Regards, Adam Breen General Manager Adam.Breen@earnhardt.com

Earnhardt Hyundai - San Tan responded

We’re glad you had a memorable experience, and we’ll be sure to pass along your shoutout to Quinton—he’ll appreciate it. We look forward to serving you again! Regards, Adam Breen General Manager Adam.Breen@earnhardt.com

Earnhardt Hyundai - San Tan responded

It's great to hear our team was able to resolve the issue quickly and efficiently. Providing excellent service, especially during busy times, is our priority. Thank you for choosing us, and we hope to assist you again soon! Regards, Adam Breen General Manager Adam.Breen@earnhardt.com

Earnhardt Hyundai - San Tan responded

We're thrilled to hear that our service staff met your expectations with their knowledge and communication. Your satisfaction is important to us, and we appreciate your support. Looking forward to serving you again! Regards, Adam Breen General Manager Adam.Breen@earnhardt.com

Earnhardt Hyundai - San Tan responded

Providing excellent service is our priority, and it's great to know Mario addressed your concerns. Thank you for choosing us, and we look forward to serving you again! Regards, Adam Breen General Manager Adam.Breen@earnhardt.com

david.ebeling45 responded

Always good honest trustworthy service.

Earnhardt Hyundai - San Tan responded

Thank you for trusting us with your car purchase and for sharing the love with family and friends. We look forward to serving you again in the future! Regards, Adam Breen General Manager Adam.Breen@earnhardt.com

Earnhardt Hyundai - San Tan responded

It's so nice to hear about your positive experience with Baldy. It’s great to know he provided excellent service and helped you find the perfect Tucson. Enjoy your new ride, and we appreciate your support! Regards, Adam Breen General Manager Adam.Breen@earnhardt.com

Earnhardt Hyundai - San Tan responded

We're happy to hear that Shannon provided excellent service during your visit. We appreciate your support and look forward to seeing you again for any future needs! Regards, Adam Breen General Manager Adam.Breen@earnhardt.com

Earnhardt Hyundai - San Tan responded

We're thrilled to hear that Mark provided you with a personable and pressure-free experience. Enjoy your new Hyundai, and we appreciate you choosing us for your car shopping needs! Regards, Adam Breen General Manager Adam.Breen@earnhardt.com