Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 28,2024 I brought my 2017 Hyundai into the dealer for an oil change. I had with me a coupon issued by Hyundai for $29.95 for an oil change which stipulated that synthetic oil was not included. I was not interested in synthetic oil since due to a manufactured defect the car uses a quart of oil every 400-500 miles and is expensive. The dealer not only used synthetic oil, the price of the oil change was $64 INCLUDING A $15 credit. I complained to no avail. Sometime during the month of September, I noticed something was dragging from the front of my car. It turns out a large cover protecting the engine in front was falling off. I went back to the dealer on September 23rd and he advised me the cover was duct taped on and they do not cover that. It was suggested it could be taken off so avoid dragging.I had them remove it as I felt it was a hazard. AT NO TIME has ANYONE worked on my vehicle since their oil change. I am 81 years old, my husband is 83…even it we could climb under the car, we wouldn’t be able to get out! I CANNOT imagine why ANYONE would duct tape the cover unless to avoid repairing it. And i would think it would have been observed and mentioned at the time of service . I might add I complained about the price of the oil change at the time of service without a result, just double talk. The irony is they advertised a FREE oil change as a veteran which my husband is. I was willing to pay $29.95 with the coupon. I do not know if driving the car without the missing piece is dangerous but if so, dealer should NEVER have let me drive away without repairing it. The damaged piece certainly has a function. I feel that the service person saw the fact that I was an aged woman and tried to take advantage of it. I was annoyed about not honoring the coupon originally but now I am upset . Is this the way Hyundai should treat their customers?

  

  Business Response

  Date: 09/25/2024

  After reviewing your coupon request, we found that your Sonata has been receiving Synthetic Oil Changes for a few years and we honored your request when you visited our Service Department. The coupon attached does state that "Synthetic Oil Extra" and we acknowledged that coupon by giving a discount after Synthetic oil upgrade. In the spirit of good business, I've noted your account that every Synthetic oil change on your 2017 Sonata Vin # 5NPE34AF3HH469816 will be $39.99 to avoid any future coupon concerns. Regarding Sonata underbody cover, the Damages of the underbody cover were noted and photo was taken on 8/19. Service Advisor Alfredo recommended replacement of the underbody cover in addition recommended services. Unfortunately, all those recommendations were declined. The multipoint inspection will show all the items that were recommended and declined during your 8/19 visit. Please find that ALL the paperwork matches up to the VIN listed above with the mileage at 93,786 and service date of 8/19.. Though the recommendations were declined on 8/19, the customer visited our Service department yesterday 9/24 and asked that the damaged underbody cover be removed due to all the road noise it was causing. Customer did not request pricing on a new underbody cover.  Again, in the spirit of good business we did in fact remove the damaged underbody cover, place it in the truck per customer request and did all this at NO CHARGE.  We hope that Patricia will continue to service her Sonata with us in the future and that we've resolved this concern with all the documents attached.  Please note, the Multi Point inspection shows today's date as the "Print Date", as well as Estimate is valid for 14 days as shown on Page 3 so it shows the date of file being reopened but of course the mileage, Vin, Photo of damage and all other details match with Repair Order of 8/19... Patricia is welcome to visit our service department to review all documents in case Customer copy not in hand. 

   

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hyundai has had my vehicle for almost seven months now. the vehicle has not been able to be fixed and they still do not know how to fix it. the settlement give; option 1 put me in a worse financial state than i was already in and option 2 stated i keep the vehicle and they reimburse me the down payment and the payments made. i was told those were my only two options and there was no way to change them. it has now been another month of two and the vehicle has had no update and cannot be fixed. i would like for them to lemon law the vehicle as it is not my fault it cannot be fixed and it was a brand new vehicle taken off the lot. this the third time i gave them the vehicle for the engine lights and they have now had it for seven months.

  

  Business Response

  Date: 06/12/2024

  Good afternoon ******,

  I apologize for your service concerns. I assure you that we're in constant communication with our Hyundai Corporate Engineers to resolve the Sonata concerns. Hyundai is providing a rental as well so we don't interrupt your daily functions. Unfortunately, I can not speak to your Lemon Law request, that would have to come from Hyundai Corporate after all repair options have been reviewed. As you mentioned being in contact with Hyundai corporate about these concerns, we are also following their requests to get this matter resolved as soon as possible but ultimately, we are following their specific process. 

   

  We also assure BBB that we're in constant contact with ****** to resolve this concern. As mentioned above ****** is currently in a Hyundai rental and we're working along Hyundai Corporate to resolve these concerns. 

  Thank you,

  Hyundai of Yuma

  Customer Answer

  Date: 06/12/2024

  i have called hyundai corporate multiple times to have this case reopened and reviews. they have not done their part to get back to me. although they have provided me a vehicle, i am paying payments on a vehicle that cannot even be fixed. it is the same issue being presented and i am being told they are running in circles trying to figure it out. i should not have had to be in a rental this long. i have been told the same thing over and over again with no resolution on the vehicle being fixed. this vehicle was brand new off the lot and was taken back 3 times for being kept for seven months now. i did not even have the vehicle for two months. 

  

  Business Response

  Date: 06/13/2024

  Hi ******,

  I completely understand your frustration and I assure you that we want to resolve this concern as soon as possible. As mentioned in my previous response, we are aggressively working with Hyundai Engineers to resolve this concern. I assure you that Hyundai Corporate and their engineers will guide us to resolving this concern. Please keep my email and I'll be sure to follow up as well. 

   

  Thank you,

  Hyundai of Yuma

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

  Customer Answer

  Date: 06/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3-25-23, I bought a 2021 Hyundai Palisade from ******* ** ****, **** ** **** ******* ***** ******* *****. I live in *********, **, I drove for 5 hours to **** to pick up this car. This was a certified pre-owned vehicle which means it has been thoroughly inspected prior to resale and the car was still under warranty. A feature of this vehicle is a heads up display which reflects speed & other information on the driver's side windshield. This was a feature that was important to me. When taking delivery of the vehicle I noticed the heads up display was not visible on the windshield. I asked the salesman about this & ***** said you had to adjust the height of the display in order for it to be visible. There was a lot happening that day and I was there for hours. I thought to myself that the car is still under warranty & any problem with the display would be covered by the warranty. After returning to ********* I took my car into ********* Hyundai to fix the heads up display. After inspecting my vehicle I was told the display worked fine, but the windshield had been replaced with a windshield that does not accommodate the heads up display & that was not covered by the warranty. The windshield was replaced with a non Hyundai windshield. I have contacted Hyundai of Yuma on the following dates/times (5-23-23, 3:01 pm, Left message, 5-24-23 3:25pm-left message, 6-3-23 9:15 am, email to Hyundai Consumer Affairs case#******** -response: they don't get involved in independently owned dealerships, 6-26-23- ******* sent email to service manager, 6-30-23 3:45pm ****-will find out what to do, never heard back, 7-20-23 & 7-27-23 left message) and they refuse to stand behind the certified pre-owned inspection which should have caught this problem before the car was sold. The service manager offered a $115 check to get a window tint, as a resolution, instead of putting the proper windshield. I have been told by experts, it is a band aid that sometimes does not work.

  

  Business Response

  Date: 10/18/2023

  Thank you for taking the time to contact me and review your concerns. The certification process was followed per Hyundai for the Powertrain warranty to be re-instated on this Palisade. I was involved in every part of this concern and they only difference between the Windshield that is currently on your Palisade and the Windshield that allows the Heads up display to operate as it should, would be the pre-tint that the windshield comes with. We have experienced this in the past and the resolution is to tint the windshield to make it very similar to the way the pre-tinted windshield comes. That is why your Heads Up display works in the daytime but not in the evening, due to the reflection of the tint needed in the evening. As mentioned before, we're happy to install the tint needed to correct this concern. I'm also willing to re-imburse for gas to make the trip from NV. 

  Thank you,

   

  Customer Answer

  Date: 10/23/2023

  In response to the dealership - When I called 9 times and tired to get a hold of someone at the dealership, I kept getting "NO Answers"!  I even asked for the Owner to give me a call to resolve this issue.  When I see the response from the dealership, we have resolved issues like this in the past. Well, when I finally got someone to speak to- the service manager said he would have to find out how to resolve this issue.  The resolution to the problem was to tint the window.  I took my Palisade into ******** **** *****.  They took a look at my windshield, here is what they found:  1) wrong windshield was put on the car.  2) There is suppose to be the words "HUD" (heads up display) stamp on the lower left of the windshield, which it does not! 3) missing copper bracket on the windshield to reattach the rain sensor for the windshield wipers to work.  The sensor was shoved up into the headliner.  4) Windshield wiper fluid does not dispense on to windshield.  The ******** **** ***** tech said I don't understand how they could have missed all of this and for them to put a tint on the windshield is just a band aid and will not work properly.  It's a temporary fix and eventually the tint will begin to yellow. I have attached the estimate for the proper windshield from ******** **** *****.  The windshield must be replaced to correct this problem in the right way. Plus, I would have to order the copper bracket for the windshield sensor to be placed on to the windshield.  In closing, this all should have been discovered during Hyundai's Used Car Certification process, before they Sold the car to me or someone else.

  

  Business Response

  Date: 10/23/2023

  Mr. *********,

  I apologize for how my team handled follow up calls. The heads up display was the only concern to date, this is the first we hear of the other concerns. The best way to handle your concerns is to bring your Palisade to our Yuma service department to review these concerns. We're here to help but we need to inspect your Palisade by our technician. Please let me know when is the best day and time that you're available to bring your Palisade in. While I appreciate what others are advising to repair this concern, we need to have the opportunity to repair this issue in our service department. You're welcome to email me what days work best in the morning: ********************** and I'll make sure my team is ready when you come in with your Palisade. 

  Thank you

   

  Customer Answer

  Date: 10/30/2023

  We are willing to make the 9 hour round trip from *** ***** under the following conditions- 1. Our fuel and miscellaneous expenses will be covered by your dealership.  2. The proper windshield will be installed to correct the problem.  The band aid fix of putting a piece of film inside our existing windshield is unacceptable and not worth the drive.  We are told by experts the film is a temporary fix that can yellow and degrade over time.  *********** Insurance Company defines “Certified Pre Owned” (CPO) as the following:  “a Certified Pre Owned car is a used vehicle that’s been thoroughly inspected and repaired as needed.  The manufacture’s or dealership’s warranty may also back it up under the CPO Program.  The added work to qualify CPO can result in a significant price increase compared to other used cars.” We have close friends that are experts in the car business and retired general managers of car dealerships here in *** *****.  They all tell us the incorrect windshield should have been caught on the CPO inspection. The new concerns like the rain sensor for the windshield wipers were only discovered recently by the SafeLite windshield inspection.  If we drive there, we would like a guarantee the windshield will be replaced, the heads up display works properly, the rain sensor reattached and everything recalibrated.  We would also would like to know the name and information of the Owner of the dealership. I have attached 2 estimates for the windshield replacement

  

  Business Response

  Date: 01/13/2024

  Mr. *********

  I responded to your complaint over 2 months ago welcoming you to the dealership for service review. You did not respond until January 12th and you also didn't visit the dealership in that time to review your concerns. Similar to any warranty or service request, the dealership is not responsible for your drive time or gas. Furthermore I will not make any guarantees, as you have requested, due to a service inspection needed to review/validate your concerns. Lastly, you purchased your vehicle on 3-25-23, Today is 1-13-24 and yet you haven't visited the dealership service dept to allow our technicians to review your concern and see how we can help you. I appreciate your attached estimates but I'm sure the BBB will confirm that the business in question has the opportunity to review your concerns and handle them in store, not through a 3rd party service department. If you disagree with information above, you are always welcome to request another opinion through Hyundai Corporate office.

   

  Thank you,