Complaints

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On March 25 2024 I brought my Hyundai into the Countryhills dealership for mandated recall work. I drove my vehicle into the dealership and dropped it off later that day around 3 PM. They called me to pick up my SUV saying everything went good and it was good to go. I went back to the dealership went to start my vehicle and it was making a loud knocking sound I then went back into the dealership and told them about the sound they sent out a mechanic started. It looked under the hood and said oh Let Me Dr. this back into the bay and put oil in as theres no oil in my car almost 2 hours goes by. No one can figure out the sound but they tell me my vehicle is now undrivable . And said they would look into it further The next day they gave me a quote $12,000 saying I needed a new engine my vehicle was driving fine upon going into the dealership and now I have no vehicle and they said they are taking no responsibility for this happening as it is not their fault. I have numerous emails regarding this with Hyundai Canada they also keep pushing me out the door and wont help me I have contacted amvic with no replys I just dont understand how this can happen and how theyre not responsible Country hills Hyundai says not there problem and ignores my calls and emails I have videos,emails pictures supporting everything In the papers it says it running fine and there was no issues prior to me dropping off but now they say it was broken before I brought it there ? The papers also say they drove it 2 km within there care but in fact drove it 4 km with no oil ( they did work on the engine to replace a gasket and altinator) then told me they didnt touch the engine and didnt cause the sound Makes no sense !

  Business response

  16/05/2024

  We have provided the customer with all relevant information

  Customer response

  16/05/2024

   
  Complaint: 21671292
  
  I am rejecting this response because:
  I brought my suv into their business for mandated recall work and ended up with no car to come home in and a quote to fix for 12,000$ 

  recall work was free from Hyundai 

  I drove my car in there just fine for them to tell me after they did work on it thats its undrivable! I shouldnt be responsible for the mistakes made and I think they should take responsibility and come to a fair resolution! 
  Sincerely,
  
  ***********************

  Business response

  21/05/2024

  we have provided the customer with all of the necessary information

  Customer response

  23/05/2024

   
  Complaint: 21671292

  Hey BBB, hopefully you can see what I am dealing with with these types of responses from Country Hills Hyundai, and specifically *************************** who you would expect is in a position of respect. Maybe we should request the responses from *********************** who may be in a better position to provide a response that will be helpful to resolve this issue.
  

  In response to the second (same) comment from *************************** that "the customer has all the information", I have not received any of the info I have asked for which includes an explanation of how my vehicle when from running fine when I drove it into their service department one morning to damaged beyond repair by the afternoon, why I was called back to pick up a vehicle that they said was "ready to go" when it was damaged beyond repair, and what is currently damaged in the engine that it now requires a completely new one. With these answers I could possibly get some closure, but all I get from this team is "it's nothing we did".

   I am at a loss of how our governance over this industry allows a consumer (and specifically myself as a vulnerable woman who is unfamiliar with vehicle repairs) to be taken advantage of and dismissed so easily. Obviously Country Hills Hyundai knows that the BBB, and AMVIC,  are just regulatory bodies that can be mostly ignored as having any impact on how they do business. It appears that what Country Hills Hyundai says goes.

  You can read the reviews on Country Hill Hyundai in many places online with many many unsatisfied customers with issues similar to what I am dealing with, including on the BBB website,that have all gone without any disciplinary action or resolution, and continue to happen today.
  

  ****, please help provide some direction/guidance on how we can bring this to the attention of someone who can help ensure we are improving the auto service industry. Right now I feel completely unprotected from negligent workmanship when my vehicle needs servicing.

   

• Initial Complaint

  05/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On ******** *** ****, I bought a Hyundai Venue **** at the Country Hills Hyundai dealership in *******, *******. At the time I agreed to pay for a full protection package which included between some other benefits: a remote control starter and tinted windows, after several days that I couldn't get the vehicle because the service department did not have the software for the remote starter system I accepted in trade for the tinted windows the all season mats for the car and the seller from Hyundai told me that once they have the remote starter software, they would call me to install it on my car. Also I was told that I also paid for the *** Hyundai membership which was going to give me a lot of benefits like unlimited car washing anytime, and priority to book my service appointments making sure I get the times I need and some other more benefits, all these benefits were included in the cost of the full protection plan for ***** *** **** *** ******). My complaint is that 6 months have already passed and I never got the remote control starter and I have not received any of the *** services that I was supposed to get, as every time that I go to get the car wash, they tell me that it is not working and the only time I tried to get a service appointment with the concierge, they couldn't find any spot in the following 5 days, while my wife was able to get an appointment online for the following day for the same service at the same location for our other vehicle, besides, I was charged in the invoice ***** *** for extended warranty that I never requested it. Basically the only service I received for the package protection was 3M Corrosion protection and after several calls I asked for the remote and no response, I decided to contact BBB to get at least a refund for the services I didn't get.

  Customer response

  05/06/2023

  Attached please find pictures of the *** membership benefits guide that was sent by mail,  unfortunately, the protection benefits such as 3M rust protection and remote control starter, were shown to ** from the seller desk, every seller has a poster with all the benefits even in the accounting office, you can find the phamplet, as they try to sell to every customer the full package,and they show what it is included  but we didn't receive a copy of that poster or pamphlet, it just showed on the invoice the charge for full protection plan.
   I just have the emails where we are asking for the remote starter and I included the screenshot of the reply email from the accountant.
  
  Hope this helps, let me know if you need something else.
  
  

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to the dealership to have my brake fluid exchange , basic oil change service and recall. July 23rd 2022. The day I was leaving ,no one told me my engine had a problem from the diagnostic done on my car. Though the engine was sounding funny, I thought it might be due to oil change . (My first car, i have no clue about cars).One week ( 1st August 2022) later , 3rd time driving my car I noticed it jerk. Then I notice an icon on the dash board . I was told it's called an engine light.Now i take it back to the dealership August 2nd 2022. August 3rd I am told my car is bad and they are helping me file a claim. I am told the engine oil leaked out and it burnt from inside by ****. Checking my driveway pad there is no oil leak on the floor. My car was perfectly fine before I took it in.August 4th I am called by ***** and he tells me my engine is fine and there is a claim filed .August 5th afternoon 12pm , ***** calls and asks me to Come take my car it's fine. But he would do a road test ..1:10pm ***** calls saying my car isn't fine and the check engine light is still on. I asked for a service car, according to the transport law. They dealership refused to give a courtesy car. I am left stranded , with no car to move around, incurring expenses on **** as I can't take transit because of my health. Neither can i move my kids around especially my daughter with transit.August 6th 2022 I go into the dealership and yes I did cause a scene. I am livid and frustrated. All I want is my car back and a service car while the dealership rectify the mess it caused on my car engine. I am told I will be reached out to by Monday . There is no promise that my car can be fixed or a service car. August 8th ,I am called by **************** Manager and told my engine is acting up because of a recall and all who did the recall had their engines for model 2011-2020 got new engines. And that I need to buy a new engine.

  Business response

  11/08/2022

  the vehicle in question has 300,000km and was recently purchased at auction by the customer. The vehicle is far out of warranty. We are working with Hyundai ****** to see if there is a work around for this issue.

  Customer response

  11/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: the problem here is 1)i paid for a service and i didnt get it.i paid for an engine oil change.2)my engine got damaged because my engine had no oil due to their negligence. And i drove 122km think the dealership did their due diligence.

  my car isnt above ******, attached is a picture to proof. It was taken the day i was leaving to drop it at the dealership.I drove ****km in 1 year, how do i drive ****km from my home to the dealership? In one day? I also have an app that can show how many km that i drove.
  

  I want my car fixed and i am being toyed and tossed around. I am not asking for any form of payment for now. I also want a car i can move around with. I wish to settle this as soon as.
  Sincerely,
  
  ******** ********

  Business response

  12/08/2022

  the vehicle in question has 300,000km and was recently purchased at auction by the customer. The vehicle is far out of warranty. We are working with Hyundai ****** to see if there is a work around for this issue.

  Customer response

  15/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: this is the same reapmse given last week. When i dropped my car it wasnt above ****** and i have receipt to show i didnt even buy it from auction and i have had it for a year. They worked on my car last. Their dealership is the only place i have gone for repairs so why all these lies? 
  And i am actually tired of the back and fort it isnt bring any resolution. My son starts school in 2 weeks and i need a decision made.  
  Sincerely,
  
  ******** ********

• Initial Complaint

  08/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Appointment date: July 7/22 9:15 a.m. to view a 2014 Acura TL Elite advertised at ****** + taxes. The appointment was set up today. I asked to receive a CARFAX for the vehicle and it was immediately emailed to me. The appointment time and confirmation of the vehicle was also confirmed by *** ********** Sr. ***** Manager at Country Hills Hyundai by email. I drove into ******* from out of town for the appointment. The person I was booked to meet with was not there. It was apparently her "day off". ?? After half an hour being shuffled around at the dealership I was passed to a salesman who told me the car had been sold and who tried to interest me in something else. My own research determined the vehicle I was interested in was sold A WEEK AGO on July 1/22 and they are still advertising it in order to lure consumers into the dealership. My opinion of this is that it is a scam/fraud. I placed a phone call to ***************************, the General Manager at Country Hills Hyundai and was told that it "takes a while" to confirm sales, etc. That's unacceptable. I am filing this complaint to ensure others are aware of this type of fraudulent practice. I have also reported Country Hills Hyundai to *****.

  Business response

  11/07/2022

  Vehicle had not delivered yet but was pending. Vehicle was still online as it had not delivered.

  Customer response

  12/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: this is another lie put forward by this company.  They originally said the vehicle I made an appointment to see had "been sold". Now their response indicates it hadn't been delivered yet.  

  
  Not only was the subject vehicle delivered to them, but it was SOLD A WEEK BEFORE they made an appointment for me to see it.  As I originally indicated, their business ethics are sadly lacking and I think it's important other potential buyers see my complaint so that they don't waste their time with this company.
  Sincerely,
  
  ***********************

  Business response

  13/07/2022

  Vehicle had not delivered yet but was pending. Vehicle was still online as it had not delivered.

• Initial Complaint

  25/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Brought the car in to get windshield chips repaired. When I got the car back the windshield crack was 30 percent bigger. The manager *** (if that is even a manager) said that cracks getting bigger is normal at their store. They would not take responsibility for it. I want Country Hills Hyundai to honour my VIP membership and repair the damages ** ******* ******** ************* 

  Business response

  30/03/2022

  It was explained to the customer in detail that that chip had already spread when he brought it in for the repair and that we could attempt a repair but this could cause the crack to spread even further. Customer was aware of the risk and chose to attempt the repair. The crack spread further and customer then wanted a windshield. We are not able to do this after explaining the risk to the customer and the customer chose to accept the risk and proceed with chip filling. This is common practice that our technicians and advisors are trained on. If the chips have any cracks that have formed before the vehicle can be brought in this is always a risk. The customer is not in any worse of a position as the crack had already spread before we attempted the repair.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩