ComplaintsforPremier Hyundai of Seaside

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paint is peeling off the vehicle. Seeking for manufacturer to solve the problem to it's entirety. It is apparently a common paint defect and they extended the warranty on the vehicles. But they did not solve the problem to it's entirety and only repaired a section of the vehicle, but the entire paint on the vehicle is subject to peeling off. Low and behold that is exactly what is happening, after the initial repair another section of the vehicle is peeling off. We expect that they fix the problem to it's entirety, which is known problem. They have approved 85% of the charge, but their procrastination in repairing the known problem is causing the current situation.

  Business response

  09/18/2024

  Customer is requesting that ********************** authorize the entire vehicle to be painted. The vehicle is currently out of the warranty for the repairs, so we put in a goodwill request with HMA which they approved 85% of the current repairs to the roof. Hyundai will not approve the entire vehicle to be painted if there are panels that are not currently affected. We do have a back log of paint claims currently and we are the only dealership in the area willing to perform these repairs. we are not procrastinating on the repairs. We are at the mercy of an outside vendor to perform these repairs and we are forced to work around their schedule and their retail customers.

  Customer response

  09/20/2024

   
  Complaint: 22266814
  
  I am rejecting this response because:

  There is known paint problem on the entirety of the vehicle, but Hyundai only wants to paint the sections that fail, with the strategy to have the remainder fail after the warranty, which is exactly what has been happening. Fully realize that the dealer is overloaded with these problems, but Hyundai manufacturing should make their customers good on their products. How many of us expect to purchase vehicles just to repaint them after a couple of years? 
  
  Sincerely,
  
  *********************

  Business response

  09/20/2024

  The dealership is an independent franchisee of Hyundai (the manufacturer). As a result, the dealership has no ability to control or influence the decisions of Hyundai. If the customer takes issue with ********************** (the manufacturer)'s coverage decision, they should reach out to Hyundai directly via *********************************************************** or **************

  Customer response

  09/20/2024

   
  Complaint: 22266814
  
  I am rejecting this response because:

  I did reach out to 
  Hyundai directly via *********************************************************** or **************

  It was their suggestion for me to contact th BBB to elevate the issue for resolution. So unless it was for the intention of a run around solution, I followed Premier Hyundai's reccomendation to call Hyundai USA at the ************ number, and then followed Hyundai USA's recommendation to call the BBB. So following exactly the process as I've been told by both parties.

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

• Initial Complaint

  01/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My 2006 Hyundai ****** had suddenly stopped operating while I was driving the vehicle with my toddlers inside the vehicle July of 2022. I had the vehicle towed to the Hyundai dealership in Seaside, CA and they determined that the vehicle could not be repaired and was no longer safe to drive. In speaking with their Service Manager, ****, he offered to buy the vehicle for $250. At that time, I communicated to **** that I had to request a copy of my vehicle title, this took over 6 weeks, during that time **** and myself were in open communication and he was fine with the delay. Upon receiving my title, I tried to call **** to send my title and finalize the transaction and never received a response. I have since called almost every few weeks for the past year to send my title and be done with the transaction. The vehicle is still in Hyundai's possession, I have spoke to their Sales Manager, ******* in their service department, **** in their service department, and have left a message with their GM ***. I called again today (1/23/24) and spoke to **** in their ****************** and stated my concerns yet AGAIN - I was never paid my $250 for the vehicle, in addition I never received a call back from their Service Manager, ****, to finalize my title issue, and now I have a collections notice for my vehicle registration. I am dumbfounded that a major company like Hyundai diminished the fact that my vehicle's brakes and entire system failed operating while driving my kids, but even more in disbelief that this branch has been completely non communicative since taking possession of my vehicle.

  Business response

  02/02/2024

  Good morning,

  My name is ******************************* and I am the Used Vehicle Director for Premier Hyundai.  I was first made aware of this situation on Friday  January 26, 2024.  On Tuesday I began to establish a line of communication with ***************************** via phone.  I sent an email to the client today and received a phone call back.  I am now coordinating this situation and ******* now has all of my contact information.  I have addressed the internal communication error with staff and General Manager.  We are going to resolve the clients issue to the best of our ability as the California DMV is also involved with fees, and penalties unforeseen by both parties.  We will need the assistance of the California DMV which myself and my title clerk (who is not available today) can address on Monday.  I have spoken at length with the client and she feels that we will be able to come to a resolve as I now have a copy of the title and need to conduct research with the California DMV.   

  Thank you,

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

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

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

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put a $1,000 deposit to hold the sale of very popular electric vehicle that I did not end up purchasing and havent received me deposit back. The person who helped me assured me that my deposit was already being processed and that was in January. I have attempted to contact the sales person and the dealership with no success. My goals is to get my $1,000 deposit back.

  Business response

  03/02/2023

  Thank you for bringing this complaint to our attention. We will reach out to the complainant today to get this resolved. 

   

  Sincerely,

   

  Management

• Initial Complaint

  05/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The company and I had an agreement that I would pay 1/2 of the down and the remaining amount they will call me for the rest. They changed the amount and didn't even give me all my paperwork for the car and they said they don't give a copy until the down payment in full.

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/05/23) */ Thank you for bringing this complaint to our attention. We have investigated the allegations made by the consumer, but find them to be without merit. This was a remote vehicle transaction, meaning the consumer made arrangements to purchase the vehicle remotely with delivery of the vehicle and presentation of the contract documents to be made at a location away from the dealership premises after the terms of the deal were negotiated. At that time, the consumer was presented with the contract documents to review and sign and all down payment information was shown in those documents that the consumer signed. We typically send copies of the signed documents promptly upon returning to the dealership, but we did not realize that the email did not go out as planned until we were later able to reach the consumer about the outstanding down payment when the issue was first brought to our attention. We apologize for the delay but deny any misrepresentation occurred or that the down payment arrangements were other than as presented in the contract. We are sorry to hear that the consumer did not enjoy her experience and will strive to improve.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The check engine light came on and I immediately made a service appointment, Nov. 26th, 2021 with the Seaside, CA Hyundai dealership. I was told that the issue was that the last time an oil change was done, (performed at this same dealership) "the filter was not seated properly." After this visit, an engine overheat light came on, and I parked the car and I  waited for yet another dealership appointment. It took 1 week, beginning on Jan. 4th, 2022, for the dealership to diagnose my vehicle with a blown head gasket.  After which it took another week, Jan. 10th, for them to send it out to determine if it was warped or not, which it was not.  On week 3, Jan. 17th, parts were being ordered for the blown head gasket; a list of 6 items, including oil and coolant.  An automotive dealership repair that does not have oil and coolant? Week 4, Jan. 24th, I was then told my vehicle now needs an entire new engine! How did this happen? A cross-threaded bolt? The bolt broke off in the engine block? Then, more bad news.   We have to order a short-block requiring assembly rather than a long-block engine but "we will use hoses and parts from your original motor."  Most of these "updates" came from me contacting the dealership and not them reaching out with good customer service.  And the dealership tells me "we've have had other cars here for 270 days," as if this will make me feel better.   Week 5, 6, 7,  I wait and hear nothing.  Feb 16th, I call for an update, and am passed to a new service advisor because the prior lead service advisor (******) has "been released." I am told my parts arrived "yesterday the 15th, but no one knew they were on the premises and they would start working on it." I called to see the progress on Monday, Feb.21st, week 8, and was then told "it needs a timing chain that has been discontinued." I am wondering why an engine that has a discontinued timing chain would be ordered....(out of space to continue) car still at dealership not yet repaired.

  Business response

  03/28/2022

  Business Response /* (1000, 8, 2022/03/28) */ We have investigated the complaint. The delays in repairs were due to supply chain issues by the manufacturer and it is our understanding that the engine block has now been replaced and the vehicle returned to the customer. We apologize for any inconvenience the customer experienced and are hopeful that now that the pandemic is ending that these issues will be less likely to occur going forward.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a brand new Hyundai Sonata from this location about a year ago. The car had catastrophic engine failure and they are trying to only replace the engine. Yes cars lose value over time but an engine replacement on a year old car will hasten that process. They have had the car for over two months now and it is not fixed. I believe this would fall under the lemon law and a replacement car would be satisfactory given the severity of the issue and the time that they have had the car. I spoke with the sales manager at this location and was basically advised to get a lawyer and I would have to take the bull by the horns and contact Hyundai directly with this issue. This location is a Hyundai dealership and they are the direct line to Hyundai this is an issue they should resolve. The car was purchased from this Seaside California dealership, the profits were made from this car to this dealership and now that there's an issue they will wash their hands of it is the impression. This same complaint will be filed with Hyundai via the BBB.

  Business response

  12/31/2021

  Business Response /* (1000, 8, 2021/12/16) */ We apologize for the delay in responding, but we were initially unable to locate the vehicle under the name of the complainant as it is listed under a different name. Upon locating the correct name in our system, we have confirmed that the delay in the repair is due to delays in the needed replacement part from the manufacturer. A rental car was provided to the consumer in the interim to lessen the impact of this delay. Unfortunately, we have no control over the availability of parts particularly given the current situation with production and shipping delays across all industries. We will update the consumer as soon as the manufacturer can provide a shipping update on the needed part. We apologize for the inconvenience this has caused the consumer and encourage the consumer to remain in contact with the dealership for regular updates as they become available.

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