ComplaintsforSteele Hyundai

• Initial Complaint

  30/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2016 Hyundai Sonata. This car was purchased new in 2017 and currently has 105,000kms on it. I reported the issue to Steele Hyundai, Gander Hyundai, Hyundai Canada in 2021. At that time my car had 78000kms on it. The paint on my car is peeling off. I am including pictures of it. There is no rust, it is just peeling off! When I drive my car, even more paint comes off. I contacted Hyundai Canada to see if there is something they could do, and they said no and my warranty has expired. I contacted Steele Hyundai and they said the same thing, I messaged them on their Facebook page and called them and I was ignored. When I visited the dealership, the manager took a look at it and said "sometimes paint peels on cars". They did nothing. I also sent Hyundai Canada pictures and a video. I also posted to their Facebook page. I have been fighting this, posting on Facebook, contacting dealerships since 2021. Here is my case number for Hyundai Customer Relations: Hyundai Canada Customer Relations Case#: ******** All I want is my car repainted at no cost to me.

  

  Business response

  30/01/2024

  The customers paint problem is not covered under the Hyundai warranty 

  Our dealership (Steele Hyundai Halifax) - which is a franchise of Hyundai Canada has clearly communicated this message.

  it Appear that this was also clearly communicated by Hyundai and by perhaps even another Hyundai dealership.

  it Appears unfair to lodge a complaint against a dealership or a corporation because something that is not under warranty is not covered.

  Mike 

   

  Customer response

  31/01/2024

   I am rejecting this response because: this is a known issue with Hyundai and its paint. It is not normal wear and tear that caused this issue. To state “it is unfair for a dealership…” it is UNFAIR that many consumers like me have to drive around with cars looking like this. We lose trade value and you would think Hyundai would do the right thing. When I visited your dealership in 2021 I was told by the manager “sometimes paint peels on cars”  you would think you would want to stand behind the product t you sell and do the right thing. Outside of warranty or not, paint should not do this. Your response is not an acceptable response.  
  
  
  

• Initial Complaint

  03/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hyundai has settled class action law suits in BC, QB and ON. There has been no notification to Nova Scotia customers. Engine Failure 2014 Tucson. Hundreds, if not thousands of dollars lost. Car has been at Steele Hyundai for nearly a month. The service centre never answers the phone or reply to emails. I have been asking for updates for 3 weeks! I will not have access to vehicle after this weekend. I've been lucky to have a family member loan me a vehicle during this time but this is too much. I need communication and I need answers. Saying that it has been referred upstairs is unprofessional and lacks credibility. I need answers.

  

  Business response

  05/06/2022

  The desired outcome appears to be an update (which is easy to provide). 

  Not sure who the client has attempted to contact.

  The service manager *** ******* *******[email protected] is in store 8 - 5 Monday to Friday.

  The general manager (me) is around as well, in addition to my email of *******************com, my cell # is listed on our website 902**********

  The customer appears to not be aware of the process, which we can certainly explain (we should have better communicated the wait times at our dealership and the potential for supply chain issues). 

  When vehicles are significantly out of warranty by mileage and age Hyundai Canada requires a very specific process.

  Making broad statements about engine recalls would be over simplifying the situation with any specific vehicle.

  As customer advocates we get many engine repairs out side of warranty covered by Hyundai, that being said as our shop is booked steadily 4 weeks out and we face many back ordered parts challenges, we would be wrong to give the illusion that this is a simple easy to carry out repair.

  We do find when customers work with us to supply the asked for information and exercise patience (realizing how significant the repair is) we can get approvals, parts ordered, time scheduled and customers back on the road. 

   

   

  Customer response

  06/06/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17319232, and find that this resolution is satisfactory to me.

• Initial Complaint

  04/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  2016 Hyundai Sonata Hybrid broke down in January 2022 and lost power due to a problem with its Catalytic Converter. Process of whether the issue was under the warranty of Hyundai and towing the vehicle to Steele Hyundai took multiple phone calls to various departments within Hyundai with seemingly no one able to confirm or know what the other was doing. Vehicle was eventually confirmed as under warranty and parts ordered and car was left at Steele while waiting - during the waiting on when the car would be returned we explained to ****, the service advisor assigned, that we just need information on the status of the car as we have a young family and were trying to plan our lives since this was our only car.....days would go by with no word, calls to ****, always to his voicemail, were seldom followed up. On Tuesday 25th January, service advisor **** did reach out to say that the car would be ready on Thursday 27th and that he would call me to let me know when it was done. I specifically made **** promise me to call me Thursday as we needed the car - we waited all day Thursday and no call. At 3pm I left him a voicemail to ask for status and heard nothing back that day. **** called Friday 28th January to let me know the car was ready. When I picked up the car, the check engine light was still on, the rear view mirror extension attachment I use had been taken off and put on the passenger seat and there was oil marks from fingers on the dashboard. The mechanic checked the engine light and and reset it. When I drove out of the garage there was a noticeable clicking sound in the engine and the check engine light came back on. On Wednesday 2nd February I was driving on the 102 when the engine lost power, smoke bellowed out from the hood and engine made a racket. Towed back to Hyundai and I spoke to ***, Service Manager who told me he would look at it straight away and call me. As of Friday 4th Feb I have not heard anything and cannot speak to a human at Steele.

  

  Business response

  05/02/2022

  As the GM this was only brought to my attention via phone call on the afternoon of February 4th.

  We definitely do experience a high call volume and contact people back.  I have my cell number and email on the website along with contact info for **** and ***.

  We appear to have dropped the ball on the communication with this client and will be looking into it on Monday February 7.

  As a franchise we are often left at the mercy of the manufacturer for direction on cases like these that are not straight forward, however, we are happy to communicate a no update, update to our client.

  We take our job seriously as customer advocates and work hard to get complicated cases approved by the manufacturer with as little down time as possible all while making it appear not so complicated to the customer. 

  Our staffing shortages and supply chain issues are not the customers problem, however, of course are real and we are dealing with them the best we can.

  We will communicate the news we have good or bad on Monday February 7th and go from their.

  Update and hopefully a happy resolution to follow.

  I have CC'd both *** our service manager and **** our senior service advisor so they are kept in the loop, as it will require their expertise to resolve. 

   

  **** 

   

   

  

  Business response

  09/02/2022

  Met with the client.

  Had a great chat,

  The engine has malfunctioned.  

  Submitted to Hyundai to get an approved warranty claim

  once approved and we have authorization to proceed with a rental, *** will reach out to the client to set it up.

  We are working as the clients advocate as a Hyundai franchise.

  Hope to have the problem resolved soon

   

  Customer response

  10/02/2022

   I am rejecting this response because: Thanks for all your efforts **** & ***.  Can you advise on on a loaner?  We are pretty desperate here.  Thx
  
  
  

*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. ↩