Very frustrating experience recently!!!! I feel our vehicle was misdiagnosed which resulted in a repair that cost me almost $1000 for something that should have been covered by the warranty, and/or extended warranty that was purchased. My family has been customer of the dealership for many years, purchasing, I believe, about 9 vehicles (7 were new,and the others pre-owned).
In April, we had our Vera Cruz in for service and one of the items we had it in for was a knock. Was happening in a variety of situations (turning, starting from a stop, even at a constant speed) and I feared it was the transmission. The diagnosis was worn axle spacers. this is not covered under warranty they said and was told that this was not a safety issue if not repaired, just would hear this knock. Repair would have been 2-300 for the replacement kit. I was not sure I wanted to pay for that repair and was still not convinced this was the issue.
July, I decided for a second opinion and went to an independent mechanic to diagnose. I explain what the dealer diagnosed and when we told him axle spacers, he seemed surprised. he got it up on lift and the first thing he saw that was causing the noise was a torn axle boot. The boot did not seem to be dry rotted and the vehicle never being driven in off road or hazardous conditions to cause this. Plus how did the dealer not find this. This is serious and can lead to the joint failing and be a major safety issue.
Went back to dealer and explained what was now found, and when they reviewed, found that both front axles had torn boots and needed to be repaired. We were told that these axle repairs are not covered under warranty since exterior factors caused the tears. Again, there is nothing that should have led to exterior factors given how the car had been driven. Even one of the service folks there was surprised to hear of a torn boot since they are really heavy duty rubber. After discounts to help with cost, it still came to almost $1000. They even did submit to Hyundai Corp for Warranty Coverage and was reject for the reasons mentioned. Because it was rejected and reviewed, Hyundai will not review again.
I have explained, at the time, that the original diagnosis, was incorrect, and the knock internally, led to the torn boots. Now, even the extended warranty is not an option, as this is something that should be covered by the powertrain warranty.
At this point, seems nothing can be done. This entire process, from beginning, we have not had any of our calls returned, we have always had to call in, and usually get passed around and eventually get asked to leave a message, which we do not hear back, or we need to show in person.
Again we have been long standing customers, but can say that the service seems to have not been as good as it once was in the past. I think time to move on!