Complaints

This profile includes complaints for Planet Hyundai's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Planet Hyundai

  15601 W Colfax Ave Golden, CO 80401-3937

• 

  Planet Hyundai

  15701 W Colfax Ave Golden, CO 80401-7424

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:10/10/2024

  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.

  Hyundai sold me a 2020 Elantra in 2019. The car became the most stolen car in ******* making the insurance on it unaffordable. I went to get a quote on what the car was worth and told $14,836. 3 weeks later I tried to sell them the car and the new price was $10,700. Including break ins and medical bills from this car being attempted stolen has cost me over $44,000 . How can they get away with this? How is there no compensation for customers like me.

  Business Response

  Date: 10/11/2024

  Planet Hyundai will be more than willing to reevaluate the trade. Please elaborate customer's resolution regarding a refund.

• Initial Complaint

  Date:03/27/2024

  Type:Product 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.

  My Hyundai was party to an engine failure that was covered under warranty. The shop replaced the motor and put used parts back into it, some of these parts failed after 1600 miles of driving . **** refuses to take accountability for the failed parts.

  Business Response

  Date: 04/18/2024

  When an engine has failed, Hyundai will only allow the repair facility to replace the failed part. In this case, the engine failed and all other components aside from the engine are transferred from the original engine to the new. The failed transferred part was not covered and not authorized through Hyundai for us to replace. 

• Initial Complaint

  Date:03/21/2024

  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.

  1/27/24 I brought the car to Planet Hyundai for an alignment after I bought new tires elsewhere. When I picked up the car, they told me the CV axle was cracked and leaking grease and needed to be replaced. I drove it home, then when I searched online, it sounded like it would be dangerous to drive it like that, so I brought it back on Mon. 1/29 to have them replace the axle.After I picked up the car, I noticed that it was drifting from side to side when I drove it, so I brought it back on Fri. 2/9. The advisor told me that I needed to replace the tie rods, and that theyd have to order the part. The car was finally done on Wed. 2/21, but I couldnt pick it up until Fri. 2/23. As soon as I picked up the car, and also driving home on the highway, I noticed that the car was driving even worse than before it was still drifting, but more, and the steering was really loose and was vibrating on the highway.I wanted another opinion, so I made an appt. at ******** Hyundai for Thurs. 2/29. ******** got back to me the same day and told me that the issue is that the ball joints need to be replaced (+ another alignment), and that the tie rod and axle installation werent done correctly. They werent able to tell if the tie rods or the axle replacements done earlier were necessary, because the work had already been done, but this is the video of them showing the issues with the tie rods.Video from ********: ************************************************* I wanted to have ******** Hyundai fix the problems with the tie rod and axle installation that were done at Planet Hyundai, but they said it would be labor intensive, so they asked if I want to bring it back to Planet Hyundai for that. But I really dont trust Planet Hyundai at this point, so I'd like to have ******** fix the old and new problems, and to be reimbursed for redoing the work that Planet Hyundai did incorrectly.

  Business Response

  Date: 03/21/2024

  Hello ****, We apologize for any inconvenience this has caused. Planet Hyundai would like the opportunity to have our master technician inspect the repairs made. This of course we be no charge to you. 

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21464874
  
  I am rejecting this response because:

  I'm happy to have their master technician look at the car, but this may not fix the problem, so I want to leave the complaint open until it's been resolved.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/25/2024

  We will have our service manager reach out and schedule for our Master technician to inspect. Resolution will follow after the inspection has been completed. 

  Customer Answer

  Date: 03/29/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:11/13/2023

  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.

  Our 2017 Santa Fe (still under warranty) started lurching in rush hour I-70 traffic, and the check engine light came on. We got off the highway immediately as the car was totally unsafe to drive. We contacted Planet (where we bought the car new) and they said they wouldnt be able to look at the car for at least THREE WEEKS. We tried to contact the general manager(out of town for another week) and the service manager(nowhere to be found). After 2 more attempts, we got another service rep on the phone and after once again explaining the situation they (mysteriously) had a cancellation and could get us in first thing the next day, but did not offer to assist with getting the (undrivable) car towed, so WE had the car towed to the the dealership (at a cost of $200). They determined the problem was in fact covered under warranty and got it fixed. When we went to pick up the car we presented them with the tow bill which they refused to reimburse even though the issue was covered under warranty, and told us that we would have to contact Hyundai corporate and that they MIGHT reimburse us. When I questioned them and pointed out that they ARE Hyundai they said they arent authorized to reimburse, however the service manager went on to say that when They call for the tow They pay it and submit it to Hyundai with the warranty service reimbursement to Hyundai.

  Business Response

  Date: 11/14/2023

  We are not Hyundai, we are a Franchise of Hyundai, so we must get reimbursed by Hyundai for the warranty work done to your vehicle. As previously stated, you will need to contact Hyundai Corporate for reimbursement for the tow bill. We are not able to submit this on your behalf, unfortunately. 
  
  Please let us know if you need any help with that process.

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20866579
  
  I am rejecting this response because:

  The service manager told me that he can  pay the tow company and submit the tow bill to Hyundai. 

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

• Initial Complaint

  Date:08/08/2023

  Type:Sales and Advertising 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.

  I made an appointment with this dealership 3+ weeks in advance to get a check engine light fixed the dealership didn't tell me that my vehicle would sit in que for another 3 weeks then when fixing the problem the dealerships mechanic broke the dash console of my brand new 2023 Hyundai Venue SEL they didn't even bother to report this to you had to call to find out what was going on with my vehicle I then called the general manager ********** to let him know what was going on he said he would call me right back and never did had one of his sobonarates call me they have had my car 2 months now I would like compensation for the time and aggravation

  Business Response

  Date: 08/29/2023

  We apologize for the subpar communication. We fixed the broken part free of charge as well as providing a complimentary loaner vehicle of the same model and highest trim level while he was without his vehicle.

  We will not be providing additional compensation. Hopefully we have another opportunity to gain the trust of this customer.

• Initial Complaint

  Date:07/26/2023

  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.

  PH has had my car since April 6, 2022. I originally took the car in because it wouldnt start. It wasnt getting enough fuel. They called me and said it was ready to pick it up. They couldnt figure out the problem. When the service supervisor brought my car out. He asked if there was power steering minute when I dropped it off. Its a 2014. Im pretty sure its standard but he said oh it mustve been eaten by a rabbit over the road and ***** to the hoses and he probably pulled me out my second loaner. he called me two days later said all it wasnt a rabbit. It was just empty in the reservoir but you need ball joint work. I paid for the extended warranty. I paid the $500 deductible. They did the ball joint work then they sent me home with a wheel well liner on the right side that wasnt clipped in properly after they did the work. One morning at rush-hour, I was driving about 70 miles an hour down the highway a busy highway and that wheel well liner popped out, and I hit it, and nearly wrecked . Then it flew up and hit the car in the back of me. I took it back in to have it fixed. It was at the end of January or February 2023. I picked it up one afternoon on a Saturday after a motorcycle show in ******. I was very tired the next day two days later I go to fill it up with gas and Im looking at it and theres no wheel well liner at all in it and theres a missing piece of trim. I took it back that day. They put a new wheel well liner in it and I picked it up a couple of weeks ago I drove it for less than 5 miles in the wheel. Well ****** started dragging the ground again and they never fell fix the trim that was broken. I took it back. I picked it up again today and the wheel well liner is in it, but they didnt fix the trim. They actually had the gall to say that I was the one ripping my car apart. I just had a hip replacement last month. I can barely bend down, bend over or turn sideways let alone crawl underneath the car to start ripping parts off. Their ASE certified mechanics could no more change somebodys diaper then they can fix a problem with the car. Im taking it back. Ive called the *** The minute ***************. The *************** that. I had a mental health issue which keeps me from being in public much he never called me again. I read the reviews after I already bought this car actually just recently I read them and they all are horrible. It says how they target women how they scam them how they steal from them and how they treat them. Well, they just hate women thats bad enough but they really hate women with disabilities. Not only do I have a mental health disability. I have a physical disability and need to use a cane. This is one of the reasons I cant crawl under ***** my car and start ripping it part . I just want my car done. I want it done right and I want it fixed. I think the Better Business Bureau should figure out a way to help or to get a hold of planet Hyundai in Golden and do something about it. Their reviews on yelp are terrible. They blocked me from their page so I cant review them there but they dont like bad reviews. I need help I need a lawyer and I need the BBB to do something. Thank you.

  Business Response

  Date: 07/27/2023

  This customer told me to delete any messages she left me if she was ranting, raving, and cussing due to her illness. I did that but we are being constantly contacted by this customer. I'm not sure what action I should be taking with her due to her multiple personalities.

  Business Response

  Date: 07/27/2023

  We have done everything we can to fix the problem the customer is describing with the wheel well, but the work to fix the fender was preexisting and not part of the approved repairs.

  I have personally spoken to the customer several times this year and she gave me specific instructions of when I should engage with her due to her issues. For privacy reasons and since this is public, I will not share the details of that conversation, but we have done everything we can to be responsive and accommodating to this customer, That includes letting her use a loaner car for months after the car was completed since she could not make it back to pick up her car. 

  She does have an extended warranty that is accepted anywhere with ASE certified technicians and I have encouraged her to pursue that option since she does not trust our mechanics.

  We certainly don't hate women and have gone above and beyond to accommodate all issues that have been presented to us. We will continue to try to serve this customer, but we will not tolerate any abusive language.

• Initial Complaint

  Date:04/19/2023

  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.

  **** in Finance CHEATED me. I came in with Chase financing and one service contract he worked into the deal magically. All I received for the 3k add on service was an oil change, three non diagnostic no repair dropoffs, and nothing but RACISM and discrimination from the entire staff. The ** even acted like he cared for two days. The sales manager is a complete down talker as well.I have bought many autos, these guys cheated me and refuse to do anything for me but give me the run around. Eighteen thousand dollars when I was approved for 13kplus by ******************The owner should fix because the ** is ASLEEP. You, ****. Assphuck ********.

  Business Response

  Date: 04/19/2023

  Customer signed and purchased a maintenance package that is good for ****** miles and 60 months, which is much more than one oil change. He also purchased a *************** Contract with ****** miles and 60 months of coverage and GAP insurance. The vehicle service contract can be used at any repair facility with prior approval if he does not feel he is getting adequate diagnosis here.

  All paperwork is signed by the customer and acknowledged multiple times. Very important that people read what they are signing. Overall, looks like he has great coverage should something go wrong with his vehicle. 

  I will add that abuse is not tolerated towards our employees. Multiple terms in the original complaint are unnecessary towards our diverse staff. We have already had to ban the customer from using loaner cars due to damage done to the vehicle from marijuana smoking and driving with the parking brake on.

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19954530
  
  As soon as I bought the vehicle, I brought it back to your dealership to have it repaired. Your service department kept it for a month, during which my return period expired, and told me they were unable to diagnose any problems. I then brought it back to your service department for the same issue after a couple of months and again, nothing was diagnosed or repaired. I brought it back a third time and all that your service department was able to do was change my oil and said they couldn't diagnose the issue.

  On top of the bad belt pulley, the completely shot rotors, and the A/C drain plug not working, the transmission is slipping. You sold me a lemon and I feel like you not only knew it, but are continually refusing to help me out.

  I came in with my own financing, so this whole thing would have been avoided. I would have purchased the car as is and eaten any repairs that were needed. I never wanted the service agreement.

  ___________
  

  1. Why wouldn't your finance people let me use *****************?

  2. Why after three attempted repairs has your service department not been able to diagnose any issues?

  3. Why did you not let me return the vehicle, instead of deceiving me that you were going to fix it and let the return window expire?

  I thought Planet Hyundai did honest business. 

  -
  ***********************

  Business Response

  Date: 05/05/2023

  1. Why wouldn't your finance people let me use *****************? He signed for the rate on the contract he was approved at ****% through Bellco. 

  2. Why after three attempted repairs has your service department not been able to diagnose any issues? On 9/15/22, customer brought the vehicle in to diagnose a noise when turning, we duplicated the noise and replaced the control arm which corrected this issue. Second visit was for an air conditioning concern, ************** was unable to duplicate this concern as the air conditioning was working properly as designed.   My recommendation is he can take it to a Jeep dealer and we can release the warranty for them to diagnose.

  3. Why did you not let me return the vehicle, instead of deceiving me that you were going to fix it and let the return window expire? The noise when turning was corrected during the first visit on 9/15/22. Second visit was on 3/21, way past our 5 day time window to return the vehicle.

• Initial Complaint

  Date:11/15/2022

  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.

  My 2017 Sonata has been at Planet Hyundai for over 4 weeks (since October 13) for the second half of an oil consumption test and to seek approval from Hyundai for an engine replacement. I can't get any solid answers from anyone on when they will finally be done with my car. I drove by their storage lot and the amount of dirt on my car suggests it hasn't moved for a week and they left the car unlocked (these are some of the most stolen vehicles out there). It's been nearly impossible to even talk to someone on the phone about the car and my wife and I have been told on two occasions there was no manager working. I have left multiple voicemails for the service manager and he has never called me back. My assigned service technician has never been available by phone when I have called, he only occasionally texts me updates that are not very helpful. One representative who initially answered the phone told me the service techs are too busy to respond to customer calls. When I initially dropped off the car, thinking it would be there for about a week, I inquired about a loaner car. The service tech, different from my normal tech, laughed and said they have about 50 people waiting for 30 loaner cars and didn't even offer to put me on the list. Over four weeks later and here I am waiting when of course they knew it would take a long time yet didn't offer to put me on the loaner list. I also want to note I have filed a complaint with Hyundai corporate and was informed the dealership is not following some of their basic requirements.

  Customer Answer

  Date: 11/17/2022

  Hello,
  My wife was finally contacted by the general manager of the dealership on 11/15, who was much more clear in communicating the length of the process to replace the engine (several months) and immediately offered us a loaner vehicle. I would consider this complaint resolved for the time being. Let me know if you need any more information.
  
  Thank you,
  *********************