ComplaintsforDalton Hyundai

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car start to misfire so I brought it to Dalton Hyundai to get serviced on July 3rd. I was told they're backed up and soonest to book was August 6th. Once I brought it in on 8/6 I was then told it would be held for up to 72 hours only for diagnosis and cannot get a loaner car until after diagnosis. Now after 72 hours I'm told I need a new engine but they can't fix it until they get PA from hyundai and they won't approve the new engine until I provide proof that I'm the 1st owner by providing registration and that the car is under warranty. I told them the registration just expired the month before and i don't have a way to make money to renew it. That there should be another way and they have my info in their system because I bought the car from that dealership. They verified that I'm in their system as the first owner and the car is under warranty but they can't fix the car without the registration or the approval from pA. They have me call hyundai national department because they can approve the PA, reimburse me up to $60 per day if i rent a car from aerd party, and the dealership can fix the car. When I call hyundai national dpt. They say the dealership has the authority to approve the PA and to provide a loaner car. I go to the dealership and put them on the phone with hyundai national dpt and they are both telling eachother to they have the right to approve the PA. It's now 8/29 I have no car or loaner car.

  

  Business response

  09/09/2024

  Hi-

  In order to proceed with the warranty claim Hyundai Corporation needs the customer to provide proof of current registration for his vehicle.  We are not able to proceed with any warranty repairs until we receive the proof of registration.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 15, 2024, I had to have my vehicle towed to Dalton Hyundai in *************. I must emphasize that this is my only method of working and generating money to pay my bills. The communication between the service department of this location with me has been poor, even calling me a liar because supposedly one of their technicians did not find any faults in the vehicle, when I experienced tremors every time I braked on July 12. I want to denounce the lack of professionalism and goodwill of this place towards its customers. The fact that this situation was an emergency prevented me from making an appointment, and when I called on the 12th, the person who helped me suggested that I not drive the vehicle anymore and take it to the dealership on Monday the 15th.

  

  Business response

  07/31/2024

  We resolved customers issue.  He is no longer driving this vehicle.

  Customer response

  08/01/2024

  
  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 visited Dalton Hyundai today. I was friendly received and the managers were open to work with me and help me in all my concerns. My visit was extremely satisfactory. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  Bought a car back in September 2023. At time of sale was informed that I would be getting a second key fob and that my wiper issues would be fixed. Now when I bring in my car to get fix, they are stating there is no note that they have to a second key fob and they will not be honoring the extended warranty to fix the wiper issue. I feel that I was lied to to make a sale and that this issue should have been no issue to fix

• Initial Complaint

  01/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was presented with a promotion to receive a level 2 charger and $600 credit for install in my home. After never receiving the code, I followed up multiple times with the dealership who didn't understand the promotion. I was then pushed to Hyundai corporate to learn it had to be leased or financed even though the initial large font language on the promotion said "purchase." So, the dealer did not communicate the requirements of the promotion pre or post sale. When I went back to the dealer, the manager and salesperson still didn't understand it the terms of the promotion. They told me they would help take care of it, said to call back Hyundai and provide the **** Same result. It's unfortunate the dealer did not understand and communicate the terms of the promotion. I feel deceived and frustrated. I would have financed the vehicle had I known. Now I have to go buy a level 2 charger and pay for installation in my home. I don't feel it is fair to tell a consumer they will receive something and then not deliver because they made an error. I feel like they should at least provide the charger.

  

  Business response

  01/19/2024

  We take all customer feedback seriously, and we appreciate the opportunity to address this matter.The promotion is offered by the manufacture not by the dealership. The verbiage on the add is from Hyundai Motor America I have added the link below for program for clarification. 

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

  
  Thank you!

  Customer response

  01/19/2024

  I understand now the promotion is offered and honored by the manufacturer. That still doesnt make the practice at your dealership fair and legitimate. I was told I was eleigible and would receive the promotion. I was told the vehicle needed to be purchased by a certain date and that I would receive a charger and credit for installation.
  At my place of work, I am responsible for knowing what I can provide customers, and my words are accountable. I dont tell my customers they will receive something and then tell them too bad because the terms in the fine print are not met because the seller did not explain it.
  I asked multiple questions to ensure I followed the process. The dealer was uneducated and used phrases like be on the look out for a code. A customer doing there best to understand how to be awarded the promotion should not be met by a dealer who doesnt understand the manufacturers promotion. You are the dealer. Be accountable for the cars your manufacturer puts on your lot, the pricing they provide, and the promotions they extend. The manufacturer has placed the blame on the dealer in this scenario.

  

  Business response

  01/22/2024

  Today, we had a discussion with ****************, and we've decided to cover the expenses associated with the charger and credit installation.

  Customer response

  01/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is greatly appreciated. Thank you for closing this matter.

  Regards,
  
  ***********************
  
   

  
  

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I own a 2017 Hyundai that has some recalls. I went to my local dealer and it shows in the system I got them fixed already when I havent. Frank Hyundai states they fixed my recalls I contacted Hyundai they opened a case but say they cant do much. I need Frank Hyundai to remove they fixed my recalls from the system and rectify this situation. I have all the emails from Hyundai stating that I have showed proof that Ive never taken my car to Frank Hyundai. I have contacted the manager ******* at Frank Hyundai I havent received a call back since the first time I called 2 months ago. I need the recalls fixed because Im unable to open my trunk. I have a 7 month old baby and I have to put my stroller inside the car which makes space limited. I also need security update since my car has been vandalized twice . Frank Hyundai is not local to where I live and I would like my recalls to be fixed at my local dealer that is walking distance from me .

  

  Business response

  10/14/2023

  Frank Hyundai fixed the problem.  

  Customer response

  10/16/2023

  
  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

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *******************,I'm trying to have my vehicle fix having problems on getting answers or calls back from service manager and others, have got no call backs or anwsers. need vehicle fix been having problems since bought the car back in sept.3, 2021.

  

  Business response

  02/13/2023

  To whom it may concern,
  As a dealership we have been working with the manufacturer to obtain coverage for the repairs. Unfortunately,the manufacturer has determined that the repairs are no longer covered under warranty. We notified ************** of this information and suggested that he opens a case with Hyundai ***** of America, he proceeded to open a case and they also denied his request. We began to work with his extended warranty to attempt to get coverage on the repairs which they also declined coverage. Our general manager is now currently working with the extended warranty to get better clarification as to why this decision was made.
  We are still in the process of getting the extended warranty to cover the repairs. Frank Hyundai has attempted to provide customer with repairs at no cost to them. ******************** has also provided them with a service loaner while the vehicle was in for repairs covered by the manufacturers warranty. Customer then returned the loaner with damage and still owes Frank Hyundai a $500 deductible for the cost of repairs.In addition to receiving the loaner damaged, Frank Hyundai proceeded to provide customer with another loaner vehicle out of good will.
  
  We will be happy to explain all of this in person to **************, I know that he has met with ***************** our Service Manager, and we can make arrangements for him to meet with ************** and our General Manager *************

   

   

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

  Customer Relations Manager 

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

  Customer response

  02/13/2023

  Yes I did get a loaner and did have an accident my deductible was told at 2:50 and now I am looking that ***** is saying 500 again I am being lied to. I have spoke with Century with the going over the contract with them they are some mistakes on the contract that I and Century noticed Century at first try to tell me that my warranties were a scam but I have the paperwork. Also a rep from Century told me that they denied from the engine being repaired because it was Hyundai's dealership is problem that I need to take it up with the sales rep that sold me the vehicle I do not know who's lying to me here if it's Hyundai's dealership or centuries rep that a contract is on I did pay $2,300 extra for the warranty but now I am told that my warranty is no good which is a lie the rep from Century says that the that I have the powertrain, wasp, and Gap I have looked over the contract and it is written wrong there is a lot of stuff in the contract that I've highlighted certain areas that I will be going over with the financial manager tomorrow. The car on the contract says that it was sold new when I had bought it used on the used area on the bottom it states that any box is not marked from this area on used that certain things apply all I am asking is this car to be replaced or bought back I do not want the vehicle back because it's just been one stressful problem for me I'm losing a lot of money on Ubers rent-a-cars that I have to pay for I have lost job positions from going out to fulfill those jobs because I have no vehicle I cannot get my daughter to work my son to school or other things done without this vehicle. My bills have been raised which I am losing so much money on all of this this vehicle's been one nightmare. Please look over the contract and see where all is written that there is mistakes on them. Thank you

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband **** and I purchased a car from Frank ****** (filing them next) in April of 2022. A used 2018 Hyundai Tuscon. we got a notice for a recall on an engine sensor and made an appointment as we were due for its first service anyway. We took it in for its first service/recall on August 2, 2022. It went well, it was done in 2 hours picked it up and did not notice anything immediately alarming. Was told the vehicle passed the recall inspection. On August 4th, we were driving to work at 4am and the check engine light came on immediate deceleration from 75 to 15 mph. Luckily it was early so there was no traffic, we would have caused a pile up by how quickly we slowed own. left it on the side of the freeway and had it towed to Frank Hyundai. I was expecting a call to let me know that they had received my car, but no one called me. I called around 3pm on August 4th and was told it wouldn't be until ***** bus. days until the car was even looked at as they were short staffed. The communication with them is completely non-existent unless you call, then you are put on hold, told everyone is in a meeting, they will call you back or they screen your call and ignore you. My husband went there I believe Aug 8, they stated they turned the sensor off and it shouldn't happen again. They also stated that there was extensive damage under the car that had been shotily repaired but we would be fine. "Once the sensor is off I haven't had anyone come back from it coming back on." Fast forward to August 13. My kids and I were in the car on the freeway and the same thing happened. Got it towed back. No comm until we called. We were told we wouldnt be provided a loaner so we are paying 100 dollars a day for a rental which they will only reimburse 60 a day. Told we were second on the list for one and now we are 10th and it would be another 2 weeks maybe for a loaner. No one can ever tell you because "we dont know yet". We had the car 3 months now needing a new engine.

  

  Business response

  09/02/2022

  Frank Hyundai is making it a priority to provide customer a service loaner following the qualifications through the manufacturer.  Recalls and campaigns are determined by Hyundai Motors of ******* and not by Frank Hyundai. Hyundai Motors of America is replacing engine components under manufactures warranty and have authorized the service loaner. Hyundai ***** of America would reimburse a rental that customer is paying out of pocket. ******************** does not have control of the amount Hyundai Motors ******* reimburse the consumer.
  Frank Hyundai is prioritizing the request for loaner vehicle.
  
  
  *************************
  Customer Relations manager

• Initial Complaint

  08/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like this complaint go straight to the President ************************ Purchased a 2014 **** Focus from them the last week of March 2022. Had a 3 month 3k mile warranty. Left for ******* ** on April 3rd. Within a month of purchasing the vehicle (April 30th) the Check Engine Light came on. Took it to the local *** Boys in ***** ** to have checked. While test driving it the mechanic noticed some sluggishness in the front end. Checked the front end upon return to find both the front Control Arms trashed. After telling them when I bought it, etc. they stated that this should have been noticed by the *************** service mechanic during their inspection. *** Boys also stated if I didn't have the work done that further front end/front tire damage would be done. I have done business with *** Boys for years with no issues on quality of work and customer service so I took their professional recommendation, and had the work done.Contacted Frank Hyundai and they refused to acknowledge/take responsibility for the issue, and stated this work is not covered under the warranty. Further facts to show that Frank Hyundai sold me a lemon vehicle. The check engine light came on two more times while in **. Evaluated as Transmission issues. Frank Hyundai and Century Warranty both refused to have it repaired as Century ******** stated they had to have an inspector look at it, however when they did he refused to acknowledge the issue even though *** Boys gave him access to all the diagnostics and offered he test drive it, he refused.Long story short, I was forced to tow the vehicle back to ********* to have Frank Hyundai look at it. I incurred over $400 in expenses (towing/gas). Made initial repairs, then in a couple weeks, check engine light came back on, I had to limp it back to my residence, then have it towed to dealer. More transmission/external clutch issues on second round of repairs. After mentioning legal action, they offered to buy the vehicle back which I accepted.

  

  Business response

  08/22/2022

  To whom it may concern
  
  Frank Hyundai feels that we  have done everything to accommodate the customer during the repair of the vehicle and ultimately the buyback of the vehicle. ************** purchased a **** Focus on 3/28/22.
  Customer moved out of **********, during this time customer service the vehicle at a local service center that would not work with our warranty extension. Our General Manager ************ worked with him, paid for **** rides for him and provided him with alternative transportation, at not cost to him. We refunded him the full amount of his down payment and refunded him the payments made to his finance company. 
  
  Frank Hyundai did everything to make this right

  Customer response

  08/22/2022

  Frank Hyundai's response does not mention 'anything' in regards to my complaint (vehicle front end repairs).

  That goes to show you they continue to refuse to acknowledge/take responsibility for this. As I stated in my original complaint this should have been recognized and addressed by their mechanics when they accepted the vehicle from the prior owner. *** Boys mechanic recognized the issue right away after doing a quick inspection after feeling something not right when they test drove it to analyse the first of many check engine light alerts.

  I only mentioned the transmission issues to support my claim that Frank Hyundai knew and willingly put this vehicle on their lot knowing of the front end issue. This action was unprofessional and unethical. 

  Yes they did buy the vehicle back after numerous transmission issues that could not be resolved, and they did  provide me a loaner vehicle during the attempts to repair however that was  just the professional/ethical right thing to do. They didn't do anything that another dealership would not have done. They probably thought it would be in their best interest to buyback the evidence so if further issues arose. 

  I do NOT want anymore mention of the transmission issue as it has nothing to do with the $1400.00 front end repairs. Please stop patting yourself on the back! And, do not badmouth *** Boys as they found what you should have. Instead, why don't you take responsibility for knowingly selling me a Lemon?!

  As for moving to *******, what does that have to do with my complaint?! Absolutely NOTHING!

  I guess the only course of action is to seek legal action which I have already had a few attorney consultations. It is unfortunate that Frank Hyundai has REFUSED to take responsibility and do the right thing.

  Thank you!

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 6, 2022I went to Frank Hyundai to ask them to check out and see if the tailgate latch was working because it would not work with the key fob, and the person said it would be $170.00 to just look at it, so I denied and went to the ********** and ask them about the part and it ended up being $189.44 for the part that my husband would be able to replace himself. So on June 12, 2022 my husband changed out the part and then tested it and it still did not work. On Monday June 13, 2022 I called ********** @ Frank Hyundai and I was told that the part could not be returned. So I took it to ******** Hyundai on June 14, 2022 and they took a look at it and said that this year, model did not come with automatic tailgate lift and NEVER charged me anything.I am asking that the I get refunded for the part that we could not use because Frank Hyundai Dealership could not tell me that this year, model did not have the automatic function instead proceeded to let me order the part letting me to believe that the part was needed. Being a well name Dealership you would think they would know better and know that this vehicle did not have this capability, instead they mislead the customer into buying the part they know this vehicle can not be open from the key fob.

  

  Business response

  07/26/2022

  To whom it may concern
  
  This vehicle has not been in our service department. Our process is if a customer calls in/ comes in with a concern we let them know that we must diagnose the vehicle and the cost is $170.00. We set an appointment and have the vehicle inspected by a technician. We never had the opportunity to see the vehicle because based on the account of the customer,they decided to purchase the part. We could have told the customer that the vehicle did not have that feature if we had the *** of the unit. We would have not charge her for the inspection if the vehicle was not equipment with the feature. If customer approach the parts department and asked for a quote on the replacement of a part they quote them and it is up to the customer to purchase the part. 

   

  Mirona Silli 

  General Manager

  Frank Hyundai 

  Customer response

  07/28/2022

  The service tech when I ask about getting someone to look at the problem, he should of known to ask for the *** number but, he did no such thing.  When I told him the issue he told me the price and I told him that I would check on the part and then I proceeded to the parts deport where the Manager ask for the *** number as well and didn't say anything about the car NOT having the auto open.

  This is the second time I have been to this dealership and I should of known NOT to go there but, it as closer to me because the first time I went there I walked away with a very bad taste so I took my business elsewhere.  This dealership does not care if customers return or give a good review.

  I feel that we should get some refund in return for the part that the employees should of known that I didn't need the part for this year, model of car everyone at this dealership was MISLEADING on this issue.

  I will NEVER return to this dealership for any services, I will drive to any other Hyundai dealership around.  My review on this dealership is very NEGATIVE and the employees should be more aware and be willing to help the customer out more than they do.

  UNSATISFACTORY service.  I should not have to keep the part no matter if it was ordered or an  in stock part, I am sure the part can be sold..it is brand new.  I DESERVE a REFUND!

   

   

  

  Business response

  08/03/2022

  Frank Hyundai has contacted customer and made arrangements to have her come in to return the part. Parts needs to be in original packaging, not used aand dealership will be charging a 25% restocking fee.

   

  Mirona Silli 

  General Manager 

  Frank Hyundai 

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wed, Nov 17, 2021 $12,000 Car was sold and not even three months later the engine head cracked. Insurance said it will not cover the fix, and it's "no longer their problem"

  

  Business response

  04/28/2022

  Customer *************************** purchased a 2012 ************ our location on Nov 16, 2021. Vehicle has not been in our service center for any repairs. Upon receiving this complaint our General Manager Mirona Silli,reached out to the customer to allow us to inspect the vehicle.  We have offer this customer an appointment to come in to our used car center.  We want to help we simply need for the customer to allow us to start our process.

*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. ↩