Hi!!
I have a problem, I hope someone has had something similar or can give me general advice since I’ve never dealt with something like this before.
I got a car on finance just over a year ago, done about 3000miles, car has done less than 50,000miles and it’s 5 years old. It’s a Hyundai, when I got this car in finance from a well known dealership it stated on the paper work that I have the remainder of the manufacturer warranty on it.
Once the garages opened up I took my car to get an MOT and a service, the guy I take it too is a trusted family friend. He said there was a noise coming from the turbo. I checked when the car was registered and to my luck I was still about a week away from the warranty expiring.
I called Hyundai to ask if the turbo was covered under warranty which they couldn’t answer but was told to call around the dealerships. Got through to a helpful guy who said it would be but they need to check it. I asked about the issue of getting it booked in time for the warranty he said that they could appeal to Hyundai for when it was booked in but would be down the Hyundai.
I called them back - long story short I needed to get it in before the expiry on the warranty after back and forth I got it in on time. I was told that it would be covered but I would require invoices for previous services. I didn’t have those since I’ve only had the car a year. I was told by the dealership that they would inform Hyundai of this and it would be down to them.
Days later I was told that Hyundai wouldn’t cover it and the part would be £1700. I was told if I wasn’t happy to go on to Hyundai again, which I did they told me there was nothing they could do or willing to do because I couldn’t provide the paperwork. I made a complaint to the dealership as from my point they mid-sold me the vehicle they stated in my finance paperwork that I had the remainder of the manufacturer warranty but haven’t given me the relevant documents to be able to claim.
The complaint was made over a week ago, when I called I was informed that they were contacting the previous owner and garages it was serviced at. I thought great, sounds promising.
I received a call today and was told that because I serviced it late Hyundai have said no. I asked surely there is some leeway considering there’s an on going pandemic and garages were closed. I was told again to take this up with Hyundai. I advised the dealership I was unhappy as I have been told two different things and when I spoke to Hyundai they advised the dealership has their own warranty team and those were the ones who made the decision.
The customer service person advised I would get a call back once they spoken to this team.
I called Hyundai and they informed the reason they have denied the claim is due to the service history information not being provided as it wasn’t one of their garages. Nothing to do with the service date. When the dealership called me back they were extremely rude huffing and puffing down the phone. Told me it was the service history when I questioned if it was the late service or the not providing invoices he said it was the same thing.
Which in my book isn’t?
They also lied and said they had spoken to me that morning which wasn’t true. I’m waiting for Hyundai to send me the information that’s been sent back and forth between them and the dealership regarding the claim. If nothing is mentioned about the service date I’m taking it to my finance company because the way I see it, it wouldn’t matter if I had serviced it on time the relevant information hasn’t been given for me to make a warranty claim.
Any information or advice would amazing!
****UPDATE****
I have a problem, I hope someone has had something similar or can give me general advice since I’ve never dealt with something like this before.
I got a car on finance just over a year ago, done about 3000miles, car has done less than 50,000miles and it’s 5 years old. It’s a Hyundai, when I got this car in finance from a well known dealership it stated on the paper work that I have the remainder of the manufacturer warranty on it.
Once the garages opened up I took my car to get an MOT and a service, the guy I take it too is a trusted family friend. He said there was a noise coming from the turbo. I checked when the car was registered and to my luck I was still about a week away from the warranty expiring.
I called Hyundai to ask if the turbo was covered under warranty which they couldn’t answer but was told to call around the dealerships. Got through to a helpful guy who said it would be but they need to check it. I asked about the issue of getting it booked in time for the warranty he said that they could appeal to Hyundai for when it was booked in but would be down the Hyundai.
I called them back - long story short I needed to get it in before the expiry on the warranty after back and forth I got it in on time. I was told that it would be covered but I would require invoices for previous services. I didn’t have those since I’ve only had the car a year. I was told by the dealership that they would inform Hyundai of this and it would be down to them.
Days later I was told that Hyundai wouldn’t cover it and the part would be £1700. I was told if I wasn’t happy to go on to Hyundai again, which I did they told me there was nothing they could do or willing to do because I couldn’t provide the paperwork. I made a complaint to the dealership as from my point they mid-sold me the vehicle they stated in my finance paperwork that I had the remainder of the manufacturer warranty but haven’t given me the relevant documents to be able to claim.
The complaint was made over a week ago, when I called I was informed that they were contacting the previous owner and garages it was serviced at. I thought great, sounds promising.
I received a call today and was told that because I serviced it late Hyundai have said no. I asked surely there is some leeway considering there’s an on going pandemic and garages were closed. I was told again to take this up with Hyundai. I advised the dealership I was unhappy as I have been told two different things and when I spoke to Hyundai they advised the dealership has their own warranty team and those were the ones who made the decision.
The customer service person advised I would get a call back once they spoken to this team.
I called Hyundai and they informed the reason they have denied the claim is due to the service history information not being provided as it wasn’t one of their garages. Nothing to do with the service date. When the dealership called me back they were extremely rude huffing and puffing down the phone. Told me it was the service history when I questioned if it was the late service or the not providing invoices he said it was the same thing.
Which in my book isn’t?
They also lied and said they had spoken to me that morning which wasn’t true. I’m waiting for Hyundai to send me the information that’s been sent back and forth between them and the dealership regarding the claim. If nothing is mentioned about the service date I’m taking it to my finance company because the way I see it, it wouldn’t matter if I had serviced it on time the relevant information hasn’t been given for me to make a warranty claim.
Any information or advice would amazing!
****UPDATE****
Last edited: