ComplaintsforOntario Hyundai

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car is a 2019 Hyundai Kona, I have had my car for two years it has ****** miles. *** the manufacturer does not want to cover my engine to be replaced it is a damaged and defective engine. *** I dont understand how it is not covered by the ******* mile warranty.

  Business response

  02/18/2024

  As of last week, the vehicle is currently at Ontario Hyundai. The customer is the 2nd owner and purchased elsewhere. We submitted the case for a check engine light and engine knocking to Hyundai Motor America for goodwill assistance and we were declined for being too far out of warranty.  The photos we submitted to HMA show a lot of sludge accumulation in the engine, indicating a lack of maintenance which could be another reason why HMA denied the claim.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Hyundai recently added a replacement engine to my 2011 hyndai sonata due to my engine failing and it was replaced on 8/7/2023. However, on 9/30/2023 the engine caught fire I just drove it to my sister in-law house as we had a family member pass away. Once I got there we seen smoke coming from the hood and when the hood was open the entire engine was on fire. Thank God no one was hurt, but it was terrifying and I was so nervous. My son and family was able to turn the fire out. I called the dealership today 10/2/2023 and they said they will review to determine if they were at fault or not. Why would my engine catch fire dont make any sense. I feel they should be liable for this not me. The car was towed in hopefully they will say be honest and take accountability. Hyundai have had recalls on engines

  Business response

  10/18/2023

  Thanks for the opportunity to give a response.  We take customer concerns very seriously and in this case we provided our customer with a vehicle to use while we looked into the matter.  After speaking with HMA, we have instructed the customer to open a case with HMA. The dealership has also notified HMA of this matter.  It is our understanding that HMA and the customer are in communication with each other and when necessary we are assisting.

  Customer response

  10/19/2023

   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 at the moment.

  Hyundai Ontario has been really helpful and assisting me to resolve this issue with Hyundai Corporation its still under investigation.  Hyundai Ontario has really showed interest with my concerns and provided a Loaner car while this case is under review.  
  

  thank you Hyundai Ontario.  
  

  thank you 

  i

  *************************;

• Initial Complaint

  03/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ontario Hyundai. This dealership lied and misled me to believe that i will get free 1/2 hr charging with electrify america for 2 years. I bought 2023 Kona EV from ontario Hyundai on 12/24/2022. The sales person (****) keep mention that i will get 1/2 free charging for 2 yrs. Also had a brief conversation with ****’s manager *****. Who also mentioned the same, 1/2 hr free charging everyday for 2 years. Signed the contract with finance manager and he also saying the same thing free 1/2 hr everyday for 2 years. Turned out that on 1/11/2023 I started paying for the charging. Called the electrify America. Just to find out that it’s there’s no free 1/2 hr everyday for 2 years just 250 Kwh. Called **** right away and his first response was “I thought it’s 1/2 hr free charging for 2yrs” He said he’ll get back to me but turned out 2 wks and no response. Called *****, explained to him about the situation and his respond was “I thought it’s 1/2 hr free charging for 2 yrs” same response as I got from ****. And he said he’ll look into it. So clearly these sales people have no clues and no knowledge of the product that they are selling! Days after, **** finally called me and confirmed it was 250 kwh not 1/2 free charging for 2 yrs. And I asked him to be responsible for the misinformation that they have been telling me. And so he promised to call me the next day. Which he didn’t. And. I called everyday for **** and *****. And nobody returned my calls. Until finally one day ***** returned my call just to say “there’s nothing that i can do” And this response was so disappointing. So I’m here demanding what I was promised! And Ontario hyundai needs to be responsible for this misleading information. This company can’t say something but turns out to be not true.

  Business response

  03/23/2023

  Ms. ***** signed the Electrify America agreement, noting the max of 250 KWH free charge. We offered guest an additional 1400 KWH of free charge for customer satisfaction. Ms. ***** stated she will talk to her husband and get back to us. We will update the BBB if we receive further correspondence. We appreciate Ms. ******* business. 

  Customer response

  03/23/2023

   I am rejecting this response because:
  What they offer me was $500 to resolve my complain. What i was e-sign was free of charging 1/2 an hour everyday for 2 years. 

  If you calculate that should be around $5000. The 250 kwh was never brought up. Never mentioned. Never explained by Hyundai employees when I purchased the vehicle. Again, the hyundai employees can not tell customer that i will get 2 years free charging when the the reality is it’s not even true. This is misleading. And the $500 more like a charity than a goodwill to take responsibility for the mistake that was made.  
  
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased a 2021 Hyundai Kona EV, the car is brand new but after a year the EV battery malfunctioned and I wasn't able to drive the car. It started on 7/31/2022, I have to worked that night and used my wife's car. I wasn't able to contact the dealership until a day or two about the problem. I spoke to ****** from Service Dept. and he told me that they don't have EV specialist on site to diagnose the problem. I asked if they can give me a car rental and ****** said that they can't give me a car rental until they have diagnosis on the vehicle. So I didn't get my car rental until 8/3/2022 and he told me that the problem is the battery and it can take 2 to 3 weeks to get it fix, He also told me that they will pay for the gas and car rental, he also mentioned they don't have an extra battery and it will shipped from *****. When I was at the car rental the guy who was helping me told me that he have another Hyundai customer with same problem is renting a car for over a month. I also heard him spoke to ****** for how long am I going to use the car rental and I heard over the speaker phone ****** said a month. I also made some phone calls to Hyundai corporation to find out what's covered and that's when I found out that will only cover the car rental. I told them that they should cover the gas expense also since I leased a EV. So a filed a complaint and specialist called me 8/5/2022 her name is ******** and told me that they are not going to pay for the gas. Hyundai Consumer Affairs Case#: ********. She offered to prorated my monthly lease and that's all she said that Hyundai will do. I have to call in late for work because I have to wait for my wife's car, she was also working on those days.

  Business response

  08/12/2022

  We would like to apologize for Mr. ********* concerns regarding his EV battery. As a Hyundai dealer we do everything we can to assist our customers in a timely manner, but we are also required to follow Hyundai protocols on all warranty related issues such as a concern with an EV battery. 

  
  

  We submit all pertinent technical and diagnostic information to Hyundai Motor America for their review. They, in turn, respond with authorization for warranty repairs, as well as authorization to place our customer in to a rental, thankfully at no charge to the customer. Since your vehicle came into the dealership on a Sunday (July 31) we are required to diagnose and submit for warranty authorization during regular Service Department business hours, and we provided you with a rental within just a few short days (August 3)

  
  

  In regards to parts and batteries, it’s also Hyundai Motor America who provides our dealership with the replacement parts. There is currently a shortage of parts and many items are on backorder.  It is unfortunately beyond our dealership's control to determine when the parts will be available. Our backorder ETA currently shows December and into January next year to for us to receive those batteries and unfortunately that is subject to change. We know and understand how frustrating this is for our guests.

  
  

  In regards to gas reimbursement, this is at Hyundai Motor America's discretion since they are paying for repairs and the rental. We are pleased to know that they have offered to prorate your monthly payment while also paying for the rental you are driving. The proration of your payment should help offset the cost of gas. Following HMA's protocol, we, on the dealership level, are unable to provide gas or reimbursement of gas charges.  

  
  

  We will continue to monitor the status on your battery and will do everything possible to expedite the installation once it arrives.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer for 8 years & I currently have a leased hyundai and I took my car to Fontana Hyundai for oil change/required maintenance around 16,000 miles and the technician stated that I cant get oil change/ maintenance unless I pay for it which is $80. He said that when I took my car to Ontario hyundai around 10,000 miles I was not supposed to get oil change & my technician (*******) should have advised me of this when he pulled up my account because it has my lease schedule on it. My schedule stated no service not until around 15,000-17,500. I called ******* twice and left voicemails; he hasn't called me back. I called the Service Manager Dan twice & left voicemails and he has not returned my calls. I sent the General Manager, *** *****, an email July 6th and has not responded. I sent a complaint to Hyundai Corporate office on July 7th and got no response. I need to get a complimentary oil change so that my leased car can get back on schedule because my next scheduled oil change is at 23,000 miles. I’m currently at 17,900 miles which is way over the required leased maintenance & I don’t want the engine to burn up. I have been trying to speak to somebody for 3 weeks now. This has proven to be the worst case of customer service and I don’t understand why. All I am asking for is a complimentary oil change from Hyundai Ontario. Please help.

  Business response

  07/14/2022

  Ontario Hyundai Management reached out to Ms. ******* by phone and apologized for the lack of response from her multiple attempts at contact and we jointly discovered that the e-mail address she had for our GM *** ***** was incorrect. 

  
  

  Ms. ******* is scheduled for a complimentary oil change next Friday 7/22 at 7am. We are also adding *** *****'s e-mail to our website for easier contact. Ms. ******* seemed please with our conversation and resolution.

  
  

• Initial Complaint

  03/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife and I purchased a Certified Pre-Owned Hyundai Ioniq 2020 model year on March 5th, 2022, from one of your authorized dealerships located in Ontario, California. The VIN is ***************** which had 15,189 miles on the odometer at the time of purchase. We wanted to purchase from an authorized retailer to ensure we were getting a Certified vehicle that had not only factory trained service standards but what we presumed would be Hyundai Corporate backing. Our purchase was made somewhat quickly as one of us commutes to Northern California for work on a weekly basis so a vehicle with great fuel economy was needed. We did not feel it necessary to take this specific vehicle to an independent mechanic as it was "Certified" by Hyundai, so we were confident in the level of quality. Unfortunately, this was not the case. The vehicle has two bent rims, one tire with heavy gouges on the sidewall and one wheel had a displaced tire bead. Needless to say this was a safety hazard as we drove the vehicle home that evening. It is worth noting that the tire with the displace bead was replaced by the selling dealer that very week and is called out on the repair order as such. We have reached out to Hyundai Customer Care and received a "Case Number (********) and we were assured of a return call within 3-5 days. The call never came nor did any sort of follow up by Hyundai Customer Care. The car has been at another authorized Hyundai dealership since we purchased it as the car is unsafe to drive and needs a through inspection. To date we have been presented with costs of: Two new wheels New Tire to replace the sidewall damaged tire Inspection Fees at Americas Tire: Labor fees Airfare to commute to work this week. This vehicle was purchased as a commuter car. Car Rental fees for this week We still don't have the promised rear cargo cover We still don't have the promised tire inflator kit which was empty at time of sale $2800.00 so far.

  Business response

  03/16/2022

  Mr. ****** contacted Ontario Hyundai a few days after purchasing a 2020 Certified Pre-Owned Hyundai Ioniq with a concern about the vehicle vibrating while driving. Mr. ****** furnished a photo of the vehicle to Ontario Hyundai management. From our understanding, the customer's daughter had driven the vehicle, made contact with a pot-hole, and damaged the inside of the tire with presence of mud on the tire. Unfortunately, road hazards are not covered under warranty. Out of goodwill, Ontario Hyundai offered Mr. ****** a discounted labor and parts rate for a new tire. Customer declined at this time. We appreciate Mr. ******** business and welcome him to reach out to us should he need further assistance. 

  Customer response

  03/16/2022

   I am rejecting this response because:  Where to start....

  
  

  • I don't have a daughter.  
  • I never told them who drove the car home or anywhere else.  
  • I contacted them right away as the vibration was present at time of purchase but thought that being a certified pre-owned car they would stand behind it (they aren't)
  • This is not about tire damage as they like to keep saying.  The car was sold to us with a tire bead that was not seated.  The repair order they provided clearly shows they put the tire on the day before we bought the car.
  • The damages to the rims (plural) is extreme and not pothole related as verified by two other sources.

  There are more items related to this transaction where in our opinion they have broken a law but I don't want to give them any more free discovery.

  
  
  

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