Complaints

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:09/06/2023

  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.

  Purchased a Hyundai vehicle in July 2022 and I purchased both the Maintenace agreement and extended warrantee . I am now having an issue where the car is losing power while driving. I am trying to get an appointment for Hyundai to look at my vehicle for this issue and I am being told they will not even look at the vehicle until mid October. Why buy a car from a dealership and all the extra protection that the dealership is offering, if they will not stand by their own product when there is an issue?

  Business Response

  Date: 09/07/2023

  Apologies, but our current appointments have us booked up through the end of the month.

  While we could take in Ms. ********* vehicle, it would be sitting waiting to be fitted in around existing appointments, adding to the time she would be without her vehicle.

  In addition to a full schedule, we are also without any loaner inventory, so we would not be able to provide a replacement vehicle.

  We have Ms. ******* on our wait list should an earlier appointment become available.

• Initial Complaint

  Date:08/28/2023

  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.

  On Thursday 8-24-2023 I brought my car in to Danbury Hyundai for a detail that was owed to me from when I purchased the vehicle. I dropped it off at 9:30am, didn’t hear from them all day so I called at 4pm and was told my car still wasn’t ready and they asked if they could keep it over night. I agreed, so the following morning around 10am I received a text saying my car was ready. I went to pick up my car and when they gave me my car it was missing the front bumper, ac compressor and parts of the frame. All car parts were in my backseat/trunk. After speaking with the employees we found out that the work tickets and keys were mixed up. The mechanic removed the parts from my car and tried to put ***** ** parts on my ******. He said they obviously didn’t fit so he put them inside my car and sent it to get detailed. My rear bumper was scratched, inside of my tailgate is cracked and missing a piece, on top of being in pieces all for bringing the vehicle in to get a detailed clean. How do I know what was actually touched on my car? What if they broke something else? What if I’m driving down the road and something wasn’t put back/broken/missing and I drive off the road or the car breaks down? I just purchased this car less then a year ago from them. I have 6 more years of paying this car off. How am I supposed to feel safe in it now?

  Business Response

  Date: 09/26/2023

  Our general sales manager, Anthony P***********, will be reaching out to Ms. ****** to arrange for the replacement of her vehicle.

  Customer Answer

  Date: 09/30/2023

  My husband and I went in to Hyundai today and spoke with multiple people regarding this situation. We test drove a 2024 Hyundai ****** and were pleased that they were trying to make this situation right. After our test drive we spoke to the finance person and we were told that unfortunately they could not get us in the car that we just test drove with the same payments we are making now. It honestly hurt, felt like a huge slap in the face, I broke down crying and had to walk out. It’s been almost 6 weeks of hassle and I’m so broken from all of this, I just don’t know how much more stress I can handle. Hopefully I will hear from them soon and get my car finally fixed correctly (auto body shop) and cleaning 

  Business Response

  Date: 10/02/2023

  We are sorry we were unable to to get the deal approved by the bank at the requested payment.

  Our general sales manager is personally overseeing the repair of Ms. ******'s vehicle to ensure it meets her satisfaction.

  Customer Answer

  Date: 10/02/2023

  I hope they can actually fix my car this time and hopefully it will be returned clean. I’m just curious what Hyundai means when they said they will “replace” my car. Also hoped this will all end (happily) soon, we are on week 6 now…

• Initial Complaint

  Date:05/30/2023

  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.

  I bought my 2016 Hyundai ****** from Danbury Hyundai. My car is well maintained and garaged. As senior citizen on a fixed income I understand the importance of this. In April I took my car out of the garage and noticed three quarters of my roof was missing. Horrified I called my insurance company and asked what do. The advised me to take the car to Yorktown Automative and they will have it looked at. After having the car for a week *****, my insurance carrier, called me and told me to take it back to Danbury Hyundai it is a problem with the paint. I then did research and found out 2017 and 2018 ******’s had issues with paint. A Hyundai had used some component part to help ensure scratch resistant. I brought the car to Danbury Hyundai and dealt with Vince F****** who admitted to me Hyundai had problems with paint for the 2017 and 2018. And not 2016. I find that hard to believe. I contacted Hyundai corporation to get some satisfaction. My case number is ********. I was told my car is out of warranty and they will not fix the problem. I tried to explain this is a issue with the paint. I then took the car to auto body shop in my area, ***** *********** I dealt with the manager, ***** ******* who has been in the business for 30 years and told me in was in the paint when originally painted. He said GM had a similar problem a few years ago and honored their mistake. Ext to buying a home a car is one of the biggest purchases. I am asking Hyundai to stand behind their product. ***** ********** gave me and estimate of $3022.92. My car is a 2016, garaged, and 53,000 miles.

  Business Response

  Date: 05/30/2023

  As Ms. ***** feels this is an issue with the manufacturer's paint, she would need to address this directly with Hyundai Motor America.

  We are happy to assist with providing whatever documentation she requires to submit with her claim, but, unfortunately, the dealership has no decision-making powers as to warranty coverage.

• Initial Complaint

  Date:05/26/2023

  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.

  I purchased a 2017 Hyundai ******* in September 2022 from Danbury Hyundai in ******* **. It has paint issues on the roof of the car near the front windshield. The dealership took the car and repainted it. The car has the same issue in the same area 5 times the size and the paint is lifted which means it will peel away more. If it begins to rust, the car will be damaged extensively. I reported the problem to Danbury Hyundai in March. In April the car was recalled and they told me to bring the car so they could do the recall work and take pictures to send to warranty. Which they did. The Dealership admits it was a deficiency in the white paint but this time they state they won’t give me a loaner and I will have to find my own transportation while the car is out of commission for a week. There are no buses and cab fare will be almost as expensive as a rental car. I work and can’t be without a car for that long without a replacement having no way to get back and forth. I have reported the issue to Hyundai ***** ******* ******** ******* who admitted the treatment was not fair and sent to the Escalation Department for resolution. I have been calling and the complaint has been sitting waiting for a manager to pick up the complaint for a month. I have called at least 10 times to no effect. I want my car painted or replaced at their expense. The problem stems from them, it should not cost me anything out of pocket. They devalued the car due to paint issues making it impossible to trade it in being it was newly purchased.

  Business Response

  Date: 05/26/2023

  We will need to inspect the vehicle to know how to proceed.

  Ms. ***** should contact our general sales manager, Anthony P***********, to schedule an appointment.

  Customer Answer

  Date: 05/26/2023

  
  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.  This is the first step toward resolution as the dealership inspected the vehicle on April 12, 2023.

  I will be in touch.
  
  Sincerely,
  
  ******** *****

  Customer Answer

  Date: 11/13/2023

  Please reopen this case because the paint is again peeling on my car.  This is the third (3) time I have had paint issues in my 2017 Hyundai Elantra that I purchased a little over a year ago.

   

  The last time the were supposed to repaint the entire vehicle.  It’s now obvious that they only painted the area that was peeling at the time because it is peeling again in a different area.

   

  What is most upsetting is that they devalued my car stating that it had paint issues when I have a letter from Hyundai Motor America stating they had a problem with the white paint on several of there models.

   

  I just want the car painted or replaced.  If they are going to paint; they must supply a loaner vehicle.

   

  Sincerely,

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

  Business Response

  Date: 11/13/2023

  Hyundai Warranty only covers replacement of the affected areas, so the entire vehicle was not painted.

  Ms. ***** should make an appointment so we can apply for a good-will extension of warranty coverage with Hyundai to have the new area painted.

  Unfortunately, Hyundai has sole discretion over warranty coverage.

• Initial Complaint

  Date:04/25/2023

  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.

  Frustrated is an understatement. My car has been at Danbury Hyundai since 3/31/2023 due to a “check engine light” leading to needing a brand new engine. It’s still under factory warranty so it’s covered and it has been approved for a replacement. However i have been told by their service department that the V6 engine comes in parts and the dealership can’t get all the parts. So my car is sitting in their parking lot waiting with no estimate of time for how long it will take. The dealership is claiming they have no loaner cars for me, and the warranty only covers 10 days of a rental at a whopping $35/day. So I contacted National Hyundai Customer Service and they can’t approve anything. So they escalated the issue to some sort of National customer Service - and was given an estimate of 3-5 business days for a call from a a case manager - they can’t give me a number to call. The 5 business days was yesterday and I still have no phone call so I’ve called the customer service number twice, they have given me a case manager name but they claim to have no phone number for her and they are “escalating” again. So here I am, with no car - which is used for business. My car payment is still due and I have no car. Hyundai this is terrible customer service

  Business Response

  Date: 04/26/2023

  We understand this is a frustrating experience.

  The engine replacement is covered by warranty, but certain parts are back-ordered due to the ongoing supply chain issues. We have marked all orders for this repair as the highest priority and are working with our contacts at Hyundai parts to ensure the soonest delivery.

  Our loaner fleet is limited, but Ms. **** is a priority for whatever loaner is returned first.

  Regarding the rental car reimbursement, this is a warranty item and Hyundai has sole discretion of the rate of reimbursement, so Ms. **** would need to apply to Hyundai Customer Care for any extension beyond the normal benefits.

   

• Initial Complaint

  Date:04/13/2023

  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.

  I bought 2023 ***** ** less than a year ago. The back seat shakes terribly when going over certain types of terrain. I had it checked yesterday and again this morning, and although two employees agree that the seat is shaking they say there is nothing they can do - THIS IS A CHARACTERISTIC OF THE VEHICLE!! They referred me to Hyundai corporate and I do intend to call them but I want this complaint filed and Danbury Hyundai notified because I cannot believe that a car would be manufactured with a CHARACTERISTIC that is inherently a defect.

  Business Response

  Date: 04/13/2023

  We are sorry Mr. **** is unhappy with his vehicle, but there is no defect to repair.

  Our manager drives the same vehicle and his experience is similar. The rear seat is designed to sway slightly when unoccupied.

  We recommend Mr. **** contact Hyundai Customer Care directly and if the engineers find any sort of remedy, we will be happy to implement it.

• Initial Complaint

  Date:03/14/2023

  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.

  Service department has had my vehicle s**** 2/22. My vehicle was towed in to the dealership. Car was not going to be looked at for issue because I didn't have an appointment. That was the beginning. Looked at vehicle on 2/24 called and told me the issue with the car. They have not contacted me since, I have done all the calling with very little information given and that someone will call me. Still waiting for call as to what the problem is and when the repairs will be completed. My daughter-in-law called them and they told her if I needed a vehicle then I should go to ********** and rent one. I have not been able to go to physical therapy appointments and had to cancel oncology appointment yesterday. I am a woman with some physical difficulty from hip and shoulder replacements. The dealerships service department is rude, disrespectful and condescending. I have never been treated like this from any service department that I have worked with. Please help me with this situation. I am truly at my breaking point. I have no way to get anywhere and this has taken a great toll on me emotionally. As of today I still haven't heard from service department. Thank you in advance for any and all help you can give me.

  Business Response

  Date: 03/15/2023

  We are sorry this has been so frustrating for Ms. *******.

  When the vehicle was towed in, it was after our techs had finished diagnostic work for the day, so it was fit in with the our scheduled appointments the next day.

  The first check found that there was corrupted fuel in the tank, so we flushed the system with Ms. *******'s approval. 

  We suggested she contact her insurance company or the gas station where she purchased the fuel to get assistance with this repair. We explained that, as it was not covered by warranty, and we had no loaners available, Ms. ******* would need to rent a replacement vehicle herself.

  In the meantime, we have worked through a number of smaller repairs in hopes of fixing the issue, but have finally diagnosed a cylinder compression failure which means the engine will need replacing. We are currently working up an estimate for Ms. ******* which will be furnished as soon as possible.

   

  Customer Answer

  Date: 03/16/2023

  
  Complaint: ********
  
  I am rejecting this response because: although 25% of their response is correct, naturally the rest is what's called covering ***** ****.. First call was on the 24th, car was towed in on 21st. Told me theat they had no loaners available, did not tell me I needed. to rent my own until Mr. V**** disrespected my daughter-in-law on 3(13. The only other call I received was on 3/15. Mr V**** left a message,  I returned the call on 3/16 at approximately 8:45. It's now 1:10 and have not heard from him. At any rate, this has been inexcusable behavior on his part. It's quite interesting that they are now acting like something out of a fairy tail. I can't wait for the next story. The dealership and it's reviews are definitely going to take a huge hit. They should not be surprised..
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/16/2023

  We are currently waiting for Ms. ******* to approve repairs so we can move forward.

• Initial Complaint

  Date:02/01/2023

  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.

  The customer service and communication at this dealership is by far the worst I’ve experienced in my ENTIRE LIFE. This dealership has had an elderly women’s car since November with zero progress made in repairs or communication. There are well over 25 documented emails, texts and phone calls that have been ignored from Steve the General Manager, Vince, the Service Manager, and Teriq who is to our understanding a Service Manager as well. We have asked repeatedly for an overall cost and breakdown of what needs to be repaired without response. 3 months after their initial “so called” inspection of the vehicle we are told there are repairs needed in the front end as well. On 1/30/23 we asked Vince for an overall breakdown and cost of what repairs would look like by 9am on 1/31/23. Vince actually responded to this text saying, "OK I can put that together with Ryan". Additionally, an email was sent to Steve, the GM on 1/30/23 asking for the same thing. This email was also ignored. Another text was sent to Vince at 12pm on 1/31/23 asking for the requested information 3 hours late. The response to this was "I believe Tyriq is working on it". It is now 5 pm on January 31, 2023, and the requested information still hasn't been received. These are just a few of the recent examples of what the last three months have looked like while this dealer has had our nonfunctioning automobile. The runaround we get in the responses that we actually receive combined with the number of messages that are ignored is intolerable and the reason for this complaint. This dealership's service department has no genuine care for its customers and no empathy for an elderly woman being without regular means of transportation for over 90 DAYS! We would like a detailed plan on how this will be rectified immediately.

  Business Response

  Date: 02/10/2023

  We have been in contact with ****** ******* regarding the ongoing repair of this vehicle.

  Unfortunately, it has extensive issues and we have been hampered by delayed parts deliveries.
  

  A loaner vehicle was offered but declined by Mr. *******.

  A final check will be conducted tomorrow and we hope to return the vehicle by end of day.

  Customer Answer

  Date: 02/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This dealerships response is unacceptable and dishonest. 
  
  No one has been in contact regarding repairs.  My husband and I have to constantly call them to try to get answers.
  
  Delayed parts deliveries are not the issue.  Delayed response time by dealership looking at vehicle is the issue.
  
  A loaner vehicle was never offered to us only until I repeatedly called week after week requesting one and was told didn’t have any available.  Then the end of January was told could have a loaner but only for 3/4 days and would need back on 1/31/23. 
  

   

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

  Business Response

  Date: 02/10/2023

  We are doing all we can to have the vehicle repaired as quickly as possible with the cost either covered by ******* or the dealership as the vehicle is past warranty.

  We will be communicating in writing moving forward to ensure that all correspondence is recorded.

  Customer Answer

  Date: 02/14/2023

  
  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 as long as the vehicle is repaired and road ready as soon as possible and the full cost is covered by the dealership or ******* as per your response.  Also, we would like an ETA on when we can pick up the repaired vehicle from the dealership within the next 24 hours.  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/19/2023

  Type:Billing 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.

  On Thur night (1/12/2023) we went into Danbury Hyundai to test some cars. We had unlocked the price online and found that the real price was 30,900 approx online on the website. We started the paperwork for the **** and put $3000 cash down on my ****. Me and my told Brandon that we wanted the "out the door" total (price on paper was approx $32900). He came back with the price of the car with the financing itemized on the side. I asked him if this was the "out the door" cost" and he looked at the paper and said "yeah". then we proceeded to to the finance room where they do the financing and high pressure stuff like the warrenties and the finance paperwork. we started going through paperwork and about 3/4 and found out the total was approx $36500. My wife was very angry. Brandon said he never said that the number on the paper was the not the out the door cost and it got into a "he said, she said" type argument. We demaned the tranaction be canceled and we wanted our **** down payment credited and the sales manager agreed with a couple ******* (very unprofessional). 7 Days have passed (date of this complaint 1/18/2023) and my **** still has the $3000 charge on it. Bottom line, I want the down payment back since I never purchased the car. I have uploaded the EMail corrospondence that states he will look into it but does not say he will do.

  Business Response

  Date: 01/19/2023

  The credit for Mr. ********* card was processed yesterday.

  Dependent on his bank, it will take from 2 to 14 days for the credit to show on his account.

  Customer Answer

  Date: 01/21/2023

  
  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.  The Refund of the downpayment has finally went through/  Thank you BBB
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/28/2022

  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.

  Danbury Hyundai Oct 28, 2022 Noe.T******* Pulled a bait & switch scam on us. Contacted them to buy a ***** **** *** *** Crew Cab Pickup for $31,245, as listed on their website. They confirmed that they had it in stock, assured us they didn't need a deposit, they'd hold it for us. So we drove HOURS down to our credit union and we're about to leave to the dealership and suddenly NOPE, it SOLD. But they have the PREMIUM for +$10k MORE. Won't discus any deal via phone. We gotta drive another hour to the dealership to discuss. Gave up and drove hours home. Next day, I contact the dealership again - guess what? They HAVE the same make and model we wanted to buy, but now it's +$8k MORE than listed on the website. I've filed complaints with the ** State Attorney's General and Dealer Complaint Department. Do NOT buy from these scam artists.

  Business Response

  Date: 10/31/2022

  Unfortunately, our sister showroom did not check to see if anyone had a hold on the original vehicle and sold it. We did not discover this until the customer arrive, for which we apologize.

  We have requested further information on the pricing issue, so we can clarify the problem. I would note that the prices on our website are subject to taxes, fees, and interest if the vehicle is financed which can add substantially to the final price.

  We hope to have the information soon.

  Customer Answer

  Date: 10/31/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  We literally have chat receipts showing that they are still soliciting sales using this vehicle for $31,245.

  And it's STILL on their website:

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

  
   

  Business Response

  Date: 11/02/2022

  Unfortunately, the vehicle the customer initially inquired about was sold by our sister store outside without following our usual procedures which is why the Danbury store thought it was still available.

  The customer was offered the only other Santa Cruz in stock which was a higher level trim and was a little over $8000 more than the original vehicle.

  We have no record of any other vehicle being offered to this customer, and we do not charge over MSRP--which is the pricing listed on our web sites, so we have requested further information from the customer in order to investigate their claims.