Complaints

• Initial Complaint

  02/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December they sold me a used car. A day after I picked up the car I took it back and told them that the car was having problems going up a hill. The salesman said it was normal. But I recently found out that it has possible transmission problems and that they over sold me by $12,000. They aren't fixing the problem and are forcing me to use my extended warranty. It's not right they sold me a car with problems, lied about it, and are forcing me to use my extended warranty to fix the issue. Because they are forcing me to use my extended warranty to fix the car they sold me with problems I can't get my money back in the extended warranty and I am forced to make potential major repairs on a car that should never have been sold if it has these issues. It's unjust and unfair

  Business response

  02/25/2025

  The vehicle had a selling price of $15,989 plus taxes & fees. The **** Power Retail Value for this vehicle in December 2024 was $21,625 (See Attach.). This is the value used by Banks, Ins Companies & many Dealers. So, the customer purchased the car at $5,636 below J.D.P. valuation, a much better than typical price. Ms. ****** never brought the vehicle to our dealership to have the transmission inspected. However, in working directly with ***** the *** at one point a no-charge loaner car & a free inspection was offered, & she was assured that because of the ext warr purchased, she would receive a transmission replacement at no cost. This transmission is a fully sealed transmission & can only be diagnosed as faulty through a road test by a qualified mechanic. When they go out, they fail, and there is no maintenance that can be done to a fully sealed transmission to prevent failure, as it is with most cars. So, Ms. ****** was **** to purchase the extended warranty. However, in trying to coordinate her visit to the dealership after she had been verbally abusive to staff members, I proceeded to deal with her myself. She threatened to "end it all" several times, that she didn't want to "go on living" & that she "didn't even want to be alive anymore."  I felt this behavior was too heavy & manipulative to put on my staff & in addition to being viciously combative, I told her that her warranty was good at any dealership she chose & that she was absolutely not welcome to come into our dealership based on her threats, cussing, combative tone. This wasn't one bad phone call or two, we have dozens of inappropriate messages. We believe we sold Ms. ****** a good car at a great price & that her warranty stands ready to cover her all the way up to ******* miles. We wish her the best in her endeavors.  We have processed her ************* cancellation. We do not wish to interact with this individual any further by phone, in person or text messaging.

  Customer response

  02/26/2025

   
  Complaint: 22986680
  
  I am rejecting this response because:

  They are lying. After insulting me on a recorded line they told me I wasn't allowed to come in and to use my extended warranty 

  Then just yesterday I found out the extended warranty they sold me only covers me up to ****** miles and my car has ****** miles

  They have literally screwed me to a point that no judge or person can help me

  I wish you could help me, but the only thing you can do is listen to the recorded message between that snake and I. That's all the proof I have

  I have lost my will to live. I am done. I can't even work. 

  I have asked Intouch ministries to help me pray and I will fast and pray every single day to die. 

  How the law can help and protect such cruel and horrible people I don't know. I just know that I have given up and hope that some day soon my Lord will let me die

  Goodbye 

  
  Sincerely,
  
  ****** Powet

• Initial Complaint

  02/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Colorado's "Lemon Law" SB24-192, "requires a manufacturer, a manufacturer's agent, or a manufacturer's authorized dealer (dealer) to replace or buy back a motor vehicle if the consumer notified the dealer within the earlier of the warranty period or one year after original delivery of the motor vehicle..."In August 2024, my spouse and I purchased a used 2015 ****** Crosstrek from **** **** Hyundai. In December, we canceled the extended warranty since it was costing more than the repairs. On Feb 4, 2025, I took the vehicle in to a tire shop for routine maintenance (oil change/tire rotation) and learned that the head gasket was cracked, and a substantial amount of oil had leaked into the coolant. We took the vehicle to Japanese Auto Specialists to have it confirmed, and discovered that the issues started in 2022, culminating in their recommendation that the previous owner trade in the car, or do a full engine replacement. The previous owner also had ********* ****** dealership look at it, and they also recommended an engine ************** July of 2024, **** **** Hyundai acquired the vehicle, and CarFax shows their service center completed an oil change 8/15. My husband and I were both required to sign the ****** confirming that the car was in good working order and had been maintained regularly for it's lifetime, but we have service records from Tire World, Japanese Auto Specialists, and ********* ****** showing oil leaking into coolant and overheating issues as far back as 2022. Dealerships have an obligation to sell road safe, functioning vehicles, and to do their due diligence before selling a vehicle to consumers. **** **** Hyundai was grossly negligent with my vehicle, and they are refusing any responsibility. We have been quoted an additional $5k to replace the engine, after paying nearly $8k over the sticker price on a time bomb; it is unacceptable and unethical for them to charge us for a repair that was their responsibility before purchase.

  Business response

  02/19/2025

  ***** ***** will be reaching out to the customer to touch base and go in depth on the information here.  We did not sell a time bomb for ***** over sticker.  We would like to review the service history with our technician, and what may be gathered from other shops as well.  The car was disclosed AS-IS NO WARRANTY from the dealership and the customer was wise to purchase an extended warranty although they did for some reason cancel that coverage.  ******* are very finicky with seepage and oil leaks and more information is needed about this particular matter.

   

  Thank you

   

  ***** *****, General Manager

  Customer response

  02/22/2025

   
  Complaint: 22956569
  
  I am rejecting this response because:

  It does not address the underlying issue; **** **** Hyundai did not disclose the accurate state of the vehicle before selling it to us. Problems with the car prior to selling, like the cracked head gasket, should either be disclosed with the sale, which they were not, or repaired. Everyone, throughout the entire process, represented the ****** Crosstrek as a functioning, safe vehicle with no major repairs expected in the near future.

  We have now paid the dealership an additional $5976.86 for a full engine replacement, and have had no contact from ***** *****, or any representatives from **** ****. Functionally,  there has been no response from the business.
  
  Sincerely,
  
  ****** *****

  Business response

  03/04/2025

  The customer elected to come in and purchase an engine for their vehicle and was working with ***** ********, one of our lead Service Advisors.  The dealership did everything correctly on the sale of this used vehicle and extended service contract (that the customer elected to cancel).

  Thank you.

   

  Customer response

  03/07/2025

   
  Complaint: 22956569
  
  I am rejecting this response because: the underlying issue has been completely ignored. The car was misrepresented at the time of sale, and I have now paid an additional $5900 out of pocket to repair an issue that the dealership should have been responsible for. **** **** has made absolutely no attempt to contact us, and has made no efforts towards restitution.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  02/12/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty was added into used car sale without our knowledge, they refused to say what is actually included in the warranty and was told they won't do anything

  Business response

  02/13/2025

  We have attached all the documents that offer and show the selected extended coverage that the customer signed for on 4 different documents.  This was clearly disclosed to the buyer and this is a common part of our customer buying pre-owned cars where they elect to purchase extended coverage of a warranty for any mechanical breakdowns or failures that happen.  However, the customer may visit the dealership any time to cancel this coverage and a pro-rated amount would be sent back to the lender and applied towards the principal balance of their loan.  We offer this optional coverage to all buyers and if the customer has changed their mind after agreeing to have the dealership place this coverage per their election and signature requiring us to do so, we are happy to accommodate them in doing so.  Thank you.

  Customer response

  02/19/2025

   
  Complaint: 22935200
  
  I am rejecting this response because:
  At no time, including as I am responding was any paper work given what this warranty is, what it covers, or how to use it. They added it in and knew if they gave any paperwork about it we wouldn't have signed anything. It was hidden and I can only imagine how many people this has been done to. All the paper work I was given has been included in complaint. Now the dealership is delaying the registration process and the *** has advised us to file another complaint with them. 
  Sincerely,
  
  **** *****

• Initial Complaint

  02/10/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On January 30th during the night I had expressed interest in a car and we came to an agreement, I expressed my down payment would be $7000 they told me that wouldnt go through and could only take $5000 later after payment they told me only $3000 went through they then told me it was non refundable, this was all through verbal agreement on the phone with no signed papers. Subsequently the next day I received a call from the finance department of the dealership disclosing I couldnt finance through my personal bank and I had to finance through them or I would not receive the car. I didn't agree to these terms in the conversation of the night prior, the sales person I had talked to expressed I could and now with no car and no signed papers they will not refund me my money. This is the day after the sales floor manager used manipulative sales tactics and false advertising of the price to get me to buy the car.

  Business response

  02/13/2025

  The customer had give our sales team a verbal promise that the deposit would be a non-refundable deposit in the amount of $3000 since they were going to be a more complex out of state sale for our team.  However, in light of the deal not happening, we are going to refund the full $3000 to the customer promptly.  Thank you,

  ***** *****

   

  Customer response

  02/13/2025

   
  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,
  
  Rahjonay ****

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Business entity did not take $4000 clean vehicle tax credit off sticker price of car and asked for a $4000 deposit "that would be received back as soon as federal tax credit was received". Those tax credits (according to the federal government) arrive in 7-10 business days. I call 3x a week and am told "they haven't received the tax credit yet".I do not have faith that they will return my $4000 as promised and believe they already have the credit in hand.

  Business response

  10/16/2024

  We check daily the *** website for your credit. It is still pending. As soon as it is paid, we will be happy to refund you $4,000.00.  All documents that the *** has asked us for have been uploaded per the program rules.  Also, all paperwork and documentation was submitted in an expedited fashion on 9/20/2024 @11:31PM.  I have personally emailed the *** several times to check up on this.  

  Attached is an image from the *** website as of 10/16/2024 at 7:01PM MST.
  

  Also attached is an email thread showing the repeated attempts to contact the *** for an update on this matter.

  ***** *****, General Manager.

  Customer response

  10/22/2024

   
  Complaint: 22430547
  
  I am rejecting this response because:

  The documentation I have provided clearly states "an equivalent reduction in the purchase price of the vehicle". I was not given this equivalent reduction at time of sale, and was pushed into purchasing a vehicle at a higher price than what I was originally quoted.

  Please provide refund as requested so we can move on from this sale.
  
  Sincerely,
  
  ***** ******

  Business response

  10/24/2024

  The disclosure on the final paperwork says that we will refund the $4,000 once the *** pays out the money.  They need time to review your past filings and approve the claim and make sure you are not subject to back up withholding, liens, unfiled tax years, etc,  and other matters - this is why we disclosed this to you this way because we are not your CPA, we are the ones trying to help you get federal monies to make the cost of the car as low as possible.  We already worked with you on the $4,000 money available from the State of ******** and we are just waiting on the IRS.  We have done several of these claims and they do not normally take this long.  We are NOT responsible for it taking this long, that is the way the federal government works.  We apologize for this unforseen inconvenience.

   

   

  Customer response

  10/29/2024

   
  Complaint: 22430547
  
  I am rejecting this response because:
  

  I will consider this matter resolved once the money has been received, as agreed upon. 

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

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to the ****************** 3 times since the beginning of this wk. (Mon. night of 10/7, left a VM for ******; Wed. afternoon of 10/9 Left a VM for ****** and then another finance department male staff member separately). I also emailed *******, the salesperson I dealt with, on Mon. night of 10/7. I have yet to hear back from any of them at all. Here are the relevant details:Date of purchase: 9/27/24 The loan I took out for my purchase was supposed to be $5,590. However, when I received the loan summary from the ************ I was financing through in the mail on 10/7, it stated that it was $7,179.00. I was charged for fees I DID NOT agree to and had specifically indicated to ******* I DID NOT want IN WRITING.I initiated contact to resolve this dispute within the 10-day grace ****** stated in the documentation included. The 10-day grace ****** ended on Mon., 10/7 to my understanding.The business deceived me and did not adhere to the agreed-on amount I would be financing. They have not worked with me at all to resolve this matter.Furthermore, when I purchased the vehicle, a piece of the left passenger sides door handle broke off immediately upon trying to open it. I had went to get it looked at the next day after the vehicle purchase on Sat., 9/28; the salesperson who saw the issue stated that superglue was the remedy and suggested I go to ******* to do perform the repair myself. However, a few days laterbefore fixing itthe entire door handle came apart, and now is barely functional. I would have let this go if I felt like I hadnt been taken advantage of in as aforementioned. See the pictures included.The remedies I am seeking are a refund of the $1,589.00, plus a months interest. (~$1,600). As an additional courtesy, I am requesting that **** **** cover the cost of the door handle replacement/repair at a Hyundai dealer in my area (********, **).

  Business response

  10/29/2024

  We have reached out to Mr. ****** and worked out the differences between both parties.

  We first of all offered a courtesy discount of $1,300 for the matter with the door handle. This please Mr. ****** and we were happy to accommodate him on this.

  As for the 3 extra coverages, these have all been cancelled per Mr. ******* request.  The dealership would like to note that the progression of paperwork and disclosures on Mr. ******* deal, which is common to our sales processes for all clients.

   

  1 Mr. ****** did agree to a sales quote with his salesperson for the pricing of the car and trade in.  This sales quote showed price, trade-in, taxes, fee and total amount, plus an estimate financing quote for the loan.

  2 Mr. ****** did sign with a Finance & Insurance Manager (not offered by a sales associate) for upgraded coverages which were $379 for pre-paid factory maintenance, ************************ and Secure Wheel and Tire Coverage.  These 3 items were all disclosed properly, per law, on the PURCHASE AGREEMENT, the FINAL ACCEPTANCE SUMMARY, the RETAIL INSTALLMENT CONTRACT, plus there were 3 individual forms, one for each policy that were also signed, directing us to bind and place these coverages for the customer.  These are all items that we allow a customer to cancel, which we have done for Mr. ************* The dealership did in fact offer, disclose, and complete all paperwork necessary to these coverages for the Customer.  We are happy to cancel them since Mr. ****** decided he did not wish to have them as part of his purchase.

   

  We are please to have Mr. ******* business and thank him for the opportunity to re-review the details of his purchase and make the necessary changes to make him happy.

   

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2017 ******* We also purchased a warranty for mechanical issues. We were told that with this warranty we could take it to any mechanic we wanted. Now we find out that if we are within 50 miles we have to take it back there. It's very inconvenience to take it back to the dealer. We verified 4 times that we could take it to any mechanic we chose. We were ripped off 2900 dollars. I want a full refund for being lied to.

  Business response

  09/12/2024

  We are more than happy to release your ****** to have work done at any location you would like.  ************************* our General Sales Manager will be contacting you to let you know of this.  It is not a lie we simply release it to the mechanic shop of your choice.  Furthermore, you can have the contract cancelled if you like for a refund per the contract and **** will discuss this with you as well.  

   

  Thank you for your business.  We hope you find this outcome satisfactory to you.

   

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

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 19 2024 my car went in to the dealership and they preformed recall work on the knock system. At the end of May my car went into limp mode again because of the knock system. They replaced the faulty knock system with a $342 charge (after the warranty) and 10 days without a car. In mid July the car went into limp mode again and Carmax identified it as the knock system and the car was returned to the dealership. Dealership decided it was the oil filter even though I had an oil change less than 500 miles ago. I spent $89 on an oil change and was without a car 3 days. At the end of July it went into limp mode again. This time the dealership picked up the car again and decided it was the fuel injectors. Another week without a car and a $300 fee after warrants coverage from Carmax. Then after it would not accelerate again, I ask them to pick it up. The last time after they picked it up that said it worked perfectly. Then I had them deliver it to CarMax. The car made it to CarMax but never the keys. ****** did an amazing taking care of the situation, but Hyundai kept giving me the run around all summer. I also contacted the Hyundai Care corporate line and they suggested I turn this into the BBB, because there is nothing they can do. I still never received the keys to this car. I also paid for rentals, diagnostic fees and tows, to approximately $500 additional dollars. This doesnt even account for the time and energy being without a car for a majority of the summer.

  Business response

  08/23/2024

  In response to the complaint regarding the 2019 Hyundai Tucson SE. The vehicle was first looked at and received a software update for the knock sensor and returned to the customer. Unfortunately that did not fix the problem. and required replacement of the knock sensor and that was completed and vehicle  returned to customer in May. At the end of July the vehicle was brought back in to the store in limp mode and it was determined that the fuel injectors needed to be  replaced. (which is a completely different problem) The customer then  called and  complained of lack of power and requested that we pick the vehicle up and inspect it. Upon inspection it was determined that their was only 39 miles of range in the fuel tank. After adding fuel to the vehicle and driving the vehicle the vehicle was performing as it should customer requested us to deliver vehicle to CarMax and my service manager delivered the vehicle to CarMax leaving the keys with the reception desk. The customer purchased a used vehicle from CarMax with ****** plus miles on it the service manager from CarMax stated he would be paying for the deductible and providing a loaner vehicle to their customer to drive while vehicle being repaired. It is our position that we fixed both concerns that the customer presented to us in a timely manner and do not feel we are responsible for anything regarding reimbursement. The customer purchased a vehicle from CarMax not Chapel hills Hyundai.  Unfortunately the vehicle has  required some repairs and the customer did see the value in purchasing a extended warranty from car max that has covered all repairs less deductible.

  .

   

   

   

  Customer response

  08/26/2024

   
  Complaint: 22166762
  
  I am rejecting this response because: the company failed to take responsibility in their actions and provide financial compensation. The car went in 4 separate times each reading a knock sensor code by both Hyundai and another service center (Carmax or ******************** The fifth time the car went in for service for failing to accelerate was the only time it didn't have that code.  I can provide documentation on all occasion this car was at the Hyundai dealership as well as Carmax and Christian *************** I purchased this car with less than 60K miles on it and it was still under the original manufacturer warranty.    Again, I can provide paperwork if needed.  In the end, Carmax did take car of me and give me a loaner vechile after being without a car for over 20 days this summer.  This was after the 4th attempt by the Hyundai dealership to fix it.  
  
  Sincerely,
  
  *******************************

  Business response

  08/28/2024

   Chapel hills Hyundai did not sell the vehicle and is not responsible for a vehicle having a mechanical issue that is what the warranty is for. Chapel hills Hyundai is not required to provide a loaner vehicle for any and  all  repairs performed. It is unfortunate that your vehicle has had a couple issue sense you purchased the vehicle from CarMax. As you are aware each issue is different . 1. knock sensor  2. fuel injectors  3.  faulty oil filter, It is my understanding that you received a vehicle to drive from CarMax while repairs being completed. We delivered the vehicle back per your request to CarMax leaving the keys with them at the front desk. I am sorry that you have gone thru this with your vehicle unfortunately their is no way to have seen any of these repairs being needed but Chapel Hills Hyundai is not responsible in any way for your loss of time or money in this matter.

  Customer response

  09/03/2024

   
  Complaint: 22166762
  
  I am rejecting this response because: again you fail to take responsibility and financial compension for your actions.  The first time my car was in your shop was Feb 19th for a 'knock update.'  Then my car broke down at the end of May with a knock system warning.  This time you told me that it was a faulty knock system and ended up replacing it costing me $342 out of pocket and 10 days without a car.  Then a month later on July 10th my car read a knock system warning by Carmax.  SInce it was the exact same code, CarMax themselves called you to get the car fixed.  Three days without a car later you all determined it was a 'faulty oil filter' even though I just had my oil changed from a reputable car repair center.  This costed me $89 and three days without a car.  Less than two weeks later July 27th again my car reads knock system warning from a car repair center to which you diagnosed it with a fuel injector issue.  This costed $300 and another week without a car.  At the point I think you are literally doing unreputable things and could very well be breaking things to bring in more profit.  I drove it home and again it was having acceleration problems.  I was finally done with your company after spending a major part of my summer without a car.  Telling me my car is acting up because of a 'faulty oil filter' and because it is 'low on gas', just to get back in the shop less than two weeks later, you might as well said it is an $1000 charge for low blinker fluid.  I tried to be nice, I tried contacting the service manager, the ** and the ******************* to no avail.   Please take ownership for your actions.  Even if it was 'just a lemon' as your responses seem to suggest.  It is still a Huyndai lemon and the check engine light that repeatedly kept putting my car in limp mode should have been covered by ******* under the warranty with the use of a loaner. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went to the dealership to buy a new car, by trading our car. The dealership provided a liaison along with the collision center to fix our current car due to hail damage. We signed paper work/ contracts for 2 different paths: one was if they totaled my car and the second if they fixed it. The dealership took our car, we provided both sets of keys, and they relocated it to the collision center. They also removed my car plates! On July 27 the deal went sour in a matter of minutes! Ideally, we should of just went in and got temporary tags on the new car. Instead, the dealership demanded that our car was not to be fixed, which was. We never got a hardcopy of the contract to take home, they voided both contracts but the only thing that holds true from my signatures was a FEE. It was itemized until the last minute, and I had to pay $3,123.50 for Dealer fees on the spot. The dealer stated that if we provided them with more funds, $1k to $2k on top of the dealer fee along with the trade of the car then the deal will be secured, and we could go home in our brand new car. We did not feel comfortable providing more funds to a loose string deal. They were also very disrespectful to my wife. When we decided to not go forth with the deal, someone made of comment, How are you getting home? Good thing we have ***** to escape this place. In summary, they were seeking a trade in and more funds, but insurance pays a portion up front and when the car is completed. I lost a hard credit pull, anti theft screws, my spare car key and Approx: $3k. I am seeking a full refund, correction to my credit report, and replacement for the spare key, and putting my plates back on with the anti theft screws on my car that is still at their collision center.

  Business response

  08/09/2024

  We did offer to help when your car was in the middle of the claims process.  We offered to take your car on trade based on it being severely damage, we also offered to take it on trade whether or not your car was totaled out of not.  We were patient on the 6 weeks that it took for all of this to work itself out between the insurance claim, the body shop, etc.... In the end, once it was deemed that your car was going to be fixed and not totaled, we still were willing to work with you.  But in the end, after driving the new car for 6 weeks, a decision was made that you did not want to proceed with the deal.  Based on the Colorado Department Of Revenue form *** 2434, the dealer is compensated at $50 per day, 50 cents per mile, as well as re-cleaning and other associated fees.  We fell this is contractually fair per the agreement and the amount of use and time involved with the car you were driving / attempting to purchase.  It was our preference to complete a deal with you, but also have safegaurds against the use of cars in this fashion. 

  Customer response

  08/16/2024

   
  Complaint: 22066185
  
  I am rejecting this response because they are falling short of the deals. I ended up loosing my car for the fake deals that only fees apply. Especially when they could not achieve max profit. His defense was solemly based on time and money, both of which are variables from a monetary standpoint. 

  I managed to get my vehicle back without your help. Therefore, because of entrusting you and signing on the dotted line: We suffered emotionally, monetarily and physical. 

  I'll approach monetarily first, you failed to meet the gap & tire insurance, which I signed on the dotted line. You didn't provide me a hard copy of the contracts, but weeks later you backed off. We didn't even talk about final price! 

  Emotionally, I was FORCED to use your car not mine. You removed my plates and took the keys from my car and took my car to the repair shop.

  Physically, my previous car finally got fixed and I picked it up, which your team removed the blue link system. Now I have a 2023 model car that does not have all the features when you took it from me. 
  
  Sincerely,
  
  ***********************

  Business response

  08/19/2024

  We wholeheartedly disagree with the sentiments of this response. No one forced you to use the car and we don't reject doing business over profit levels, every business makes a profit. Our prior response stands.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hyundai is not honoring their ******* mile drive train warrenty. My vehicle was was maintained very well for the 3 years that it was under my care they are trying to lie and say it was not maintained now they ar trying to charge me storage fees after i told them to keep it im am not paying anymore money to these people I'm easily ****** in the hole

  Business response

  02/29/2024

  We have made 2 requests to Hyundai Motors ******* for warranty coverage on this vehicle.  The first request was turned down due to "...failure from an aftermarket part and workmanship which is not a warrantable defect."  We made a second request for "goodwill" from HMA where they will sometimes consider a partial coverage for a non-warrantable issue, and they declined.  The reason being there had been consistent maintenance records on CarFax through ****** miles and none since then until this issue.  Furthermore, the entire underside carriage of the car is indicative of a loose oil pan drain plug, or, the oil pan drain plug was not reinserted after recent oil change, causing the oil to coat the entire under carriage of the car.  The final reason that the warranty was declined, is the Hyundai warranty administrators noted fresh, brand-new oil had been put in the engine block prior to the car being towed to the dealership.  It is important to note that the dealership does not warrant the car, HMA does.  And the dealership is the one that gets paid to install all warranty parts and perform warranty labor repairs, so, we have as much of an interest in the warranty work being approved as each customer does.  Over 96% of our warranty requests are approved by HMA and we perform millions of dollars' worth of HMA warranty repairs annually.  The dealership does not arbitrate what is covered and what is not.  We are saddened that one of our customers is in this situation. We are happy to provide a repair to the customer with any parts discounted 25% and the labor discounted 60%, as we do not wish to profit off of such a situation.  We can also provide a no-charge loaner car to the customer as well if they can provide the proper insurance coverage. 

*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. ↩