ComplaintsforHyundai Auto Canada Corp

• Initial Complaint

  14/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The concerns were raised about 5 years ago with my Sante Fe Sports AWD 2017 - 2.0L Turbo GDI DOHC 16 Valve 14 car was at even lower mileage than what is it now (82866 km) Regular servicing has always been done at Hyundai Over the years we reported concerns about oil consumption & low anti-freeze levels during services. However, Hyundai did not document these issues until we insisted. Additional concerns lagging, delayed hesitation when accelerating, so much so there have been near misses as the car was sluggish. Car went into Hyundai for oil consumption tests, a necessary process before presenting findings to Hyundai Canada. This was initiated while our warranty coverage was still in place. Our local Hyundai conducted multiple tests, acknowledging the problem's existence & submitting a claim request to Hyundai Canada in late 2023 In early 2024, our local dealership informed Hyundai Canada would replace the engine as a gesture of goodwill, given that our warranty had expired. However, we were responsible for covering parts and labour costs, and no replacement car was mentioned. There is a recall notice for bearing failure and as such, they are offering goodwill as our engine has cylinder wall damage, along with increased gas, oil and antifreeze consumption. This issue has been a concern for many years which we have raised each time with the service department during servicing. ( while under warranty). We were assured that any issue would be covered under warranty even if it went beyond the warranty period. There was no progress on our concerns until the recent compression test was completed despite years of noting issues with the oil and antifreeze consumption. In regards to the discovery of cylinder wall scoring. As there is a known issue with bearings for this engine, wouldn't there be a high likelihood that the cylinder wall damage is related to a bearing issue? None the less, the internal engine issue wouldn't be due to any fault of our's.

  Business response

  10/04/2024

  Dear *****,

  Thank you for contacting Hyundai Auto Canada.

  Kindly be advised that the dealership has sent a request to the Warranty department, since your vehicle is out of Warranty and has no extended coverage Warranty has accepted to provide assistance for one part only. They will not pay for labor or other parts. 

  The BCT has passed, the concern is related to the oil consumption - this is not covered by the engine Campaign. No Rentals are included, therefore you will have to obtain your Rental vehicle. 

  **** *** **** ******* ** * ****** *** ******** **** *** **** ********* We apologize but Hyundai Canada cannot offer any further assistance. We ask that you speak with the Service Manager should you have further questions.

  Sincerely,

  Dragana

  Customer Experience

  Customer response

  10/04/2024

  
  Complaint: ********
  
  I am rejecting this response because the vehicle was within warranty when the issues first occurred. Hyundai Canada made us go through many tests over a long period of time before allowing the local dealership to submit the claim, allowing the warranty to run out.

  We will accept the car engine repair offered and will pay for the labour as for now we have no choice. We will continue to pursue other options as indicated in our complaint.
  
  Sincerely,
  
  ***** ********

  Business response

  24/04/2024

  Dear *****,

  We appreciate this is not the outcome you had hoped for. We apologize for any dissatisfaction this may cause and thank you for writing to us.

  Regards,

  Heather

  Customer Experience

  Hyundai Auto Canada

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a brand new 2016 Hyundai Santa Fe in March of 2016 with an extended warranty of 120km on the vehicle. Hyundai has know issues with these and similar engines causing them to fail which is what happened to mine on December 7th, 2023. At the time my vehicle had between 120km-130km mileage on it. Diagnostic test done with mechanic at Hyundai ($150.00 cost) that stated that the engine failed due to excess burning of oil beyond an appropriate measure. All oil changes were completed over the last 7 years in a timely fashion. Claim submitted to Hyundai Canada to cover cost of new engine, denied as a recall for KSDS was not completed. I was never fully notified of such recall regarding the engine until after engine failure and case started. **** ** **** * ********** ******* ** *** ****** ******* *** ***** *** ******** ******* ** ****** **** ******** KSDS being installed extends the warranty by 100km according to Hyundai. I was getting my oil changes completed at licensed auto shops and not specific Hyundai dealerships as I was told if I randomly brought my car to Hyundai they would have informed me. I have exhausted every avenue with Hyundai, basically with no result ** ******* ** ** ********** ** ******** * *** **** * ****** ****** ** **** ** ******** **** **** **** ***** ***** **** ****** ***** ** *** ***** ** *** * ********** ******* *** *** ********** ******* I am looking for Hyundai to cover the cost of the engine replacement due to the extreme low mileage on the vehicle *** **** ** ************ *** ******* **** * ****** ******* ********* **** ****** They have estimated a new engine replacement for this to cost $11,988.55. ******** *** ** *** ** * ** *** **** **** **** * ***** ******** ** ** ******* ** **** ** * ********** **** **** * *** **** * ****** ****** *** ******* *** ***** ** ******* ** ******* ** ******* ******* * ******** *** *** Thank you.

  Business response

  27/03/2024

  Dear *****,

  Thank you for contacting Hyundai Auto Canada.

  We received your email through BBB and have reviewed your Case. We were advised that this vehicle did not complete the Product Improvement Campaign - Ksds Update R0153. As per the Class Action Settlement in Section 2 B this Recall must be performed prior to an engine fail to qualify for the Extended Warranty.

  Below you will find additional incomplete Recalls on this vehicle that must be completed at a Hyundai dealership:

  ****************

  We apologize but Hyundai Canada cannot offer further assistance in this matter. We ask that you continue working with your Hyundai dealership.

  Sincerely,

  Dragana

  Customer Experience 

   

  Customer response

  28/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I was not informed of the recall on this vehicle. I had provided adequate vehicle maintenance records to Hyundai in my original case filing with them proving this. If I was properly informed I would have had the update completed as a proven responsible owner of my vehicle. I have been dealing with the local dealership regarding the diagnostic testing around done on my engine and they refuse to send me out my diagnostic report. Tim D****** in particular, I have been waiting on the report sent to me for two months with his last communication stating it would come shortly a month ago. This type of lack of communication is consistent with my experience *** ******* ***** *** ********* *** ******* ** *********** **** *** ********* ** ** ******** *** ****** *******

  Based on my conversation with the mechanic back in DECEMBER, he stated there was low and black oil for my vehicle at the time which likely resulted in the engine failure. As we discussed this was most likely due to the fact of the engine being faulty and burning oil at a rapid rate relative to a normal expected amount as my car was not due for a scheduled oil change then. A KSDS installation would not have corrected this issue but only delayed the inevitable of the faulty engine giving way. If I was informed of this KSDS installation I would have brought my car into Hyundai for the service. I paid for an extended warranty on purchase as well as having extremely low mileage on my vehicle for this to happen that was not a factory defect of a faulty engine sold to me.

  I understand the reply, but truth be a specific set of parameters have been set out from a class action law suit that doesn't encompass every an all client situations. Given the known issues with the vehicle/engine , the continued lack of communication I have received from Hyundai still today, I have no doubt in my mind that I was not provided the required information from Hyundai to make an informed consumer decision. I received information surrounding the KSDS only THIS YEAR from Hyundai after bringing my vehicle in for service which would have made the ability for me to even have this installed impossible. * ** **** ** ** ******* **** **** ****** ** *** **** ********* **** *** ******** ** *** ****** *** *** **** ** ****** ******* * ****** ***** ******* *** **** ********* ********* ********* ** **** *** ********* ******* ** ******* ** *** ** ******** ****** ** ***** ***** ******* *** **** ********* ****** *** ******* ******** ** ********* ** ******* ** * **** ***** *** ******* ******** ********* ** ********** ** **** **** ***** * ***** *** *** ******* **** **** ***** *** **** *** **** **** ******* ** ************* *** ** ****** ********* **** *** ********* * **** ******** **** ********

  ** **** *** ** ** ** ******* ****** *** **** ** **** ****** *** *** ** ** ******* ** * *** ****** ** * ***** ****** ******* ** ** *** ********* *** ****** I hope that we are able to come to a resolution at this level.

  
  Sincerely,
  
  ***** ******

  Business response

  08/04/2024

  Dear ***********,

  Thank you for contacting Hyundai Auto Canada.

  We received your response to our email. We have reviewed your response and our response to you remains the same. 

  We were advised that this vehicle did not complete the Product Improvement Campaign - Ksds Update R0153. As per the Class Action Settlement in Section 2 B this Recall must be performed prior to an engine fail to qualify for the Extended Warranty.

  Below you will find additional incomplete Recalls on this vehicle that must be completed at a Hyundai dealership:
  ****************

  We apologize but Hyundai Canada cannot offer further assistance in this matter. We ask that you continue working with your Hyundai dealership.

  We must follow the Class Action Lawsuit guidelines provided by the Courts.

  Sincerely,

  Dragana

  Customer Experience

  Customer response

  23/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: **** ******* ****** *** *** ********** **** **** ** ****** ** ****** ** **** **** ****** ** ***** *** ********** **** *** *** ************ * ******** ** **** **** **** **** *** ** ***** *** ** **** ** ********* ******* It took 7 weeks, *** *** **** **** ********** ***** ***** for the Service Manager of that location to email me a simple document after multiple attempts to communicate with him. I never received any type of communication regarding a KSDS update at any point and my recent experience with Hyundai directly confirms that it most likely never came.

  How can I be satisfied with a resolution for a lack of an update when I never received notification to have said update completed? ** ** ********** ***** *** ** ** **** **** ***** ********** ****** *** ** ************ ******* *** ****** **** **** ***** ******** ****** *** *** ********* **** * **** ** ******* ** ********** **** **** *** ***** ****** ****** * **** **** ******* **** *** *** ******* *** ******* ** ** ******* ** ***** * ** ********* **** ***** **** *** ********* *** ******* **** ** ********** **** **** ******* **** ********* I understand that manufacturing issues happen. **** * ** *** ********** ** *** * ******* ** ***** ** ******* ** ******* ** **** ***** ********** **** **** ** *** ******** **** **** ******* ** ******* ********

  There is not much more I can say on this matter that hasn't been disclosed. I was sold a faulty engine, not informed of a required update (that if we are getting technical would not have prevented my engine from failing anyways), *** ** ****** ****** ****** ** *** *** **** *** ****** ********** ****** *** **** ******* **** * **** **** ****** **** * ********* ******* **** *** ***** **** **** *** ********** *** **** ****** ** **** ******** *** **** ****** ***** ** **** ****** ***** ** **** **** ** ** ********* ******* ******* *** ***** ** * ***** *** *** ** **** ********* *********** *** **** *** ***** ********* **** ********

  Sincerely,
  
  ***** ******

• Initial Complaint

  27/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Incident: November 15th, 2023 Vehicle: 2019 Hyundai Elantra Purchase Date: November 2018 Extended Warranty: Until 160,000km or 8 years Kilometers at the Time of Incident: 178,000km Denied Warranty Claim Amount: $8,649 (tax included) for a new engine My name is ******* ***** a resident of Hamilton, Ontario, and I am writing to bring to your attention a serious matter involving my 2019 Hyundai Elantra and what appears to be a broader issue affecting Hyundai and *** vehicles. In November 2023, my Hyundai Elantra experienced a sudden engine failure while driving on the highway, resulting in a complete loss of power and a loud knocking sound. After being towed and assessed at ************ Hyundai, it was determined that the engine was beyond repair. Despite having purchased an extended warranty, which was supposed to cover me until 160,000km or 8 years, the warranty claim was denied by Hyundai Canada on the grounds that my vehicle had exceeded 178,000km. All of the required paperwork was submitted, and all required maintenance has been done on car (oil changes, brake service, transmission fluid changes, etc.) There is no reason that a modern car's engine has such a catastrophic failure under 200,000 kilometres. I ask that Hyundai Canada please consider giving me a goodwill warranty claim or at least a partial covering of the repairs. This has left me in an awful position as I am a student and have limited funds. When I purchased the car, I expected it to be reliable and at least last me more a few extra years. I purchased the extended warranty, and unfortunately it Is over by just under 16,000km. I have never got the chance to use it. **** ***** ** ******** ***** ****** ** ******* ******* **** **** ************ *** **** ****** ** ***

  Business response

  27/02/2024

  Dear *******,

  Thank you for contacting Hyundai Auto Canada.

  We received your email through BBB and are reviewing your Case. Your agent is working on your Case # ********. Your agent will be in contact with you. Her name is Zoe.

  Sincerely,

  Dragana

  Customer Experience

• Initial Complaint

  23/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Hyundai Elantra from ********** ******* in Scarborough, ON in November 2019. I've followed all the maintenance schedules religiously while spending money whenever it is needed. I've spent more than $10,000 on my car for fixing it during these 5 years and after calling and asking Hyundai Canada to inspect my engine and the oil consumption issues when it started around 70K Kms, Hyundai dealership - ********** ******* in ON said just keep adding the engine oil when it is low, and after repeated requests in Calgary (as I moved here recently) I went to ********* ******* and they checked and inspected engine after I paid them to do so, they deemed that the engine is perfect and clean, and now after 2 weeks the engine died and now they sent me an estimate over for $9300. The car has an active engine recall ****** which is related and I believe is the cause for the engine malfunction and failure, Hyundai needs to step in and replace the engine as soon as possible. **** ** ******* ** ****** ******* *********** *** **** ** ****** ** **** ** * ** ******* * *** *** *** *** ** ** *** ***********

  Business response

  26/02/2024

  Dear *********,
  
  Thank you for contacting Hyundai Auto Canada.
  
  Can you please provide us with your VIN # so that we can further assist you?
  
  Sincerely,
  
  Dragana

  Customer response

  11/03/2024

  
  Complaint: ********
  
  I have had 2x Hyundai's with me 1. Elantra 2. Santa Fe.

   

  * ** ********* the repairs and service history which has always been through the dealership and spent more than $10K on Servicing and repairs and now that car has a broken engine? When it was well taken care of and always in and out of delaership, why is Hyundai not taking the responsibility of the engine and why are they not fixing it? 

  **** ** * ***** ********* **** ** ***

   

  My VIN - *****************

  
  Sincerely,
  
  ********* *****

  Business response

  18/03/2024

  Dear *********,

  Thank you for contacting Hyundai Auto Canada. We are reviewing your case and will respond to you shortly.

  Sincerely,

  Heather

  Customer Experience

  Hyundai Auto Canada

• Initial Complaint

  16/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing with regards to a very serious and concerning event involving a recall on my 2014 Hyundai Elantra. (********* ****** ********, Hyundai Auto Canada C0525) A letter was sent out months ago advising of an issue regarding brake lines and corrosion stating that a second letter would be sent out "when the remedy is available", but "in the interim you can continue to drive your vehicle. I received no such letter and recently while driving my brake warning light came on and within a short period of time my brakes completely stopped working. ******* * *** ** ** **** ***** * *** **** ** ****** ******** ** *** **** ** *** *****  I am obviously very concerned about this. * ***** **** ** *** ****** **** **** ********** ** **** ********* ** ** ***** **** ****** *** **** ***** **** ** ****  This was not an inconvenience but a serious near hazardous event. That being said, it cost me $100 for a tow and $60 in cab fees while waiting for my car to be fixed. I would appreciate a timely response to my concerns.

  Business response

  11/03/2024

  Dear *****,

  Thank you for contacting Hyundai Auto Canada. Please provide your VIN so that we may better assist you with your request.

  Sincerely,

  Heather

  Customer Experience

  Hyundai Auto Canada

  Customer response

  11/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  You have asked me to provide my VIN# which is ***************** 
  
  Sincerely,
  
  ***** ******

  Business response

  25/03/2024

  Thank you very much for your response and for providing your VIN.

  We sincerely apologize that you did not receive the notice of the recall on the underbody corrosion issue. Thank you for bringing this to our attention. We will continue to work to ensure that customers are not missed in the future.

  Regards,

  Heather

  Customer Experience

  Hyundai Auto Canada

  Customer response

  05/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:  The problem being, I did not receive the second recall notice, the first one advised  a second would be sent out at a later date and that no action was required until that time.  Because I did not receive the 2nd notice advising on action required I incurred a $100 towing fee when my brakes failed.  I would request that I be reimbursed for this cost as this would have been avoided if proper notification was sent out.  As well, this could have had a much more serious outcome *** ******* * *** ** * ******** ***** * ***** ****** **** **** **** **** *********
  
  Sincerely,
  
  ***** ******

  Business response

  11/04/2024

  Dear *****,

  Thank you for contacting Hyundai Auto Canada.

  Please submit your receipts to your Hyundai dealership for them to be included with your claim.

  Sincerely,

  Heather

  Customer Experience

  Hyundai Auto Canada

  Customer response

  19/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: Not rejecting, just keeping case open.  I will submit my invoice to my Hyundai dealership.
  
  Sincerely,
  
  ***** ******

  Business response

  30/04/2024

  Hello *****,

  Thank you for your update.

  Regards,

  Heather

  Customer Experience

  Hyundai Auto Canada

  Customer response

  09/05/2024

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

• Initial Complaint

  14/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2018 Sante fe xl, 3.3 gdi, engine gone no warning , faithfully changed oil every 5 thousand kms, records to prove, been burning oil since new, no oil light ever came on, driving then made a clunk noise and started rapping, was shut off immediately, towed to dealer, was metal filings in oil, was told going to need an engine at a cost of 8000. ***** ** ** **** * ****** **** if the engine goes , with no oil light on , and oil was changed at manufacturer recommended specs and times, *** ** ***** ** **** *** ******* ***** ****** **** ** **** ******* *** *** ******* ***** ******* *** ******** ** **** ********* ******* ******* *** *** ***** ******* **** *** **** ******* ***** ** ****** ** *** **** **********

  Business response

  26/02/2024

  Dear ******,
  
  Thank you for contacting Hyundai Auto Canada.
  
  Can you please provide us with your VIN # so that we can further assist you?
  
  Sincerely,
  
  Dragana

  Customer response

  06/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: they asked for my Vin and I had no way of responding other than accepting or rejecting, here is requested Vin # :  *****************, ******* ***** ******** **********  ** ********** **** *** ***** ****** *** ******* **** ****** *********** *** ** ********* ** ******** ** *** ****** ************** *** ****** ** **** ** ****** * ***** *** ******* **** ********* ***** ***** **********
  
  Sincerely,
  
  ****** *******

  Business response

  18/03/2024

  Dear ******,

  Thank you for contacting Hyundai Auto Canada. We are reviewing your case and will respond to you shortly.

  Sincerely,

  Heather

  Customer Experience

  Hyundai Auto Canada

  Customer response

  03/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I'm just waiting for their response.
  Sincerely,
  
  ****** *******

  Business response

  11/04/2024

  Dear ******,

  Thank you for contacting Hyundai Auto Canada. We are reviewing your case and will respond shortly.

  Sincerely,

  Heather

  Customer Experience

  Hyundai Auto Canada

  Customer response

  19/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: they still haven't responded other then saying they're still reviewing the case.
  
  Sincerely,
  
  ****** *******

  Business response

  30/04/2024

  Hello ******,

  Thank you for contacting Hyundai Auto Canada.

  We show that a response was sent to you by email from our internal case management system on March 19th, 2024, with case #******** in the subject line. It was sent to **************@*******.ca. Would you like for us to resend you this response?

  Regards,

  Heather

  Customer Experience

  Hyundai Auto Canada

  Customer response

  09/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:still no answer,  and yes please resend your "response " .
  
  Sincerely,
  
  ****** *******

  Business response

  21/05/2024

  Dear ******,

  Thank you for contacting Hyundai Auto Canada. We will resend the response.

  Regards,

  Heather

  Customer Experience

  Hyundai Auto Canada

• Initial Complaint

  21/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This year i received a recall notice from Hyundai Auto Canada that told me my 2020 Santafe has fire hazards from 4-pin connector of trailer wirings harness kit. I request to fix this problem when regularly change engine oil at ******* Hyundai dealer on May 27, 2023. the customer service person told me they didn't have that service at that time. Later when I went to Hyundai Auto Canada website look for which Hyundai dealer near tome can fix this problem for me. I was shocked that this recall was fixed on May 29, 2023. I contact with customer service of Hyundai Auto Canada several time for my issues and they promins to solve this problem to me. unfortunately there is no solution till today. Could you please help me for my problem? Thanks and appreciate your help **** *** ****

  Business response

  08/02/2024

  Dear *******,

  Thank you for contacting Hyundai Auto Canada.

  We received your email through BBB and have reviewed your Case. Can you please provide us more information as to what your concern is and what is is that you request from Hyundai Canada?

  Sincerely,

  Dragana

• Initial Complaint

  19/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am the owner of a Hyundai Santa Fe that is affected by a class action lawsuit and needs repairs through Hyundai warranty. I've been trying to contact Hyundai Canada however it is impossible. The main phone number indicates that their offices are closed even when calling during their stated business hours of M-F from 8am to 6pm. This is completely unacceptable. I've been trying to contact them through email, phone, and social media in order to try to get to a resolution.

  Business response

  31/01/2024

  Dear ******,

  Thank you for contacting Hyundai Auto Canada.

  We received your BBB and have reviewed your concern. An agent has replied to your previous email on December 15, 2023 to email *******@*****.com which was also provided at that time with no response. We ask that you please check your email from that date with Case # ******** so that the agent can review your Case further.

  Sincerely,

  Dragana

• Initial Complaint

  18/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have a 2016 Hyundai Santa Fe and on Monday November 6/2023 I had to have it towed to ******* Hyundai as I had engine failure; a class action lawsuit was approved and Hyundai extended warranty for a further 5 years/100,000kms as my vehicle was involved in the engine issues and I was under the impression that my vehicle would be repaired under this warranty but I have been denied coverage. I was advised because I did not take my vehicle in to install a knock sensor software upgrade they denied. I wrote a registered letter to Hyundai Canada Nov 28/23 asking they reconsider because I never received a notice from Hyundai Canada that there was a recall and spoke to their Customer Service representative this morning who advised there was no recall but they couldn't help any way because I didn't comply with the software upgrade. As this upgrade is only a warning it doesn't eliminate any engine failure issues. If they are going to do a recall then they should have done a recall on the engine and/or the parts that had to be replaced, not just weasel out of paying warranty claims ***** ** **** ***************  There was no communication(s) from Hyundai Canada that I had yet to respond to this recall otherwise I would have done it. My vehicle still has plenty of life as its only at 93162 km. ******** ** * **** ** *** ********** ****** * **** **** *** ** ***** **** **** *** ***** ***** * ********* **** **** *** ********** ******. Is it possible you can help me out in this matter? Please & thank you, I await your reply.

  Business response

  24/01/2024

  Dear *******,

  Thank you for contacting Hyundai Auto Canada.

  We received your BBB and have reviewed your request. We see an agent is working on a Case # ******** for you. We will advise your agent on your request and have the agent follow up with you.

  Sincerely,

  Dragana

  Customer response

  24/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I HAVE YET TO RECEIVE A SATISFACTORY RESPONSE IN HELPING ME WITH THIS ISSUE.

  MY CAR HAS BEEN SITTING SINCE NOV 6/2023 AND I WOULD LIKE HYUNDAI TO TAKE RESPONSIBILITY.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  27/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a recall appointment at the Hyundai dealership in Orillia for my break lines to be repaired on 10/03/23 at 10 AM ET. Upon my appointment, their mechanic accidently broke my caliper. The service adviser called me to advise that they made a mistake and that they will be adding a charge on to the bill for their error. I requested my car back immediately, but the service adviser argued with me that they can not give me back my car because they broke it, and that I will need to pay for the part they broke. The manager in the dealership advised me to call Hyundai Canada for a refund. After many phone conversations with them starting on 03/03/23, I received an email from Akash on 11/01/2023. I needed an explanation for the email as it didn't match up with my complaint or charges. Akash called me back on 11/01/23 at 5:18 PM ET to explain to me that the dealership told him the "bleeding screw" was not in warranty. I questioned Akash if he looked at my invoice or complaint. He admitted in the recorded phone call that "He felt he didn't need to review my complaint or invoice charges as what the dealership told him made sense". I advised him I was charged for a caliper, not a bleeding screw and how the dealer broke my rights that day. Akash acknowledged that he did not review the case thoroughly and advised me to send him an email with the invoice attached for his review and that he would call me back within the next few business days with a resolution. I emailed Akash with the invoice and details right away for his investigation. After waiting 6 business days without hearing back from Akash I called them back on 11/10/23 for an update. The representative advised me Akash closed the case and no further action is needed. I requested to speak with a manager as I was promised a resolution for their error. On 11/10/2023 I was advised to wait 3-5 business days for a manager callback they placed for me. Today is 11/17/2023 at 11 PM ET and I have not heard back from them.

  Business response

  07/02/2024

  Dear ******,

  Thank you for contacting Hyundai Auto Canada.

  We received your email through BBB and have reviewed your Case. We see that an agent is working on your file. We will advise your agent to contact you regarding your BBB request.

  Sincerely,

  Dragana

*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. ↩