ComplaintsforFitzgerald's Countryside Automall

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car, purchased less than two years ago, has a recurring issue where it fails to start on the first attempt after being parked for more than 30 minutes. This problem has persisted despite two separate visits to the dealership for service. During the first visit, I also experienced the engine gear getting stuck while driving. Despite their efforts, the dealership has been unable to diagnose or resolve the issue. This ongoing problem has made me feel unsafe and I have significantly reduced my use of the vehicle. I am requesting assistance in resolving this matter. Note: I have videos of the problem happening, but I am not able to attach it here.

  Business response

  07/29/2024

  This customer did purchase this vehicle from us new in March, 2023. Since the purchase, the vehicle has never been to our dealership for service. This is understandable considering the address provided in this complaint demonstrates that the customer lives nearly four hours away from us. 

  With respect to the concern, we would be happy to inspect the vehicle and address this concern if the customer is inclined to bring the vehicle to our dealership in **********. Outside of that, this is not a complaint our dealership is in any position to resolve. The customer has the option to have this concern addressed at any Hyundai dealership, including a different provider close to her residence. The customer can contact ********************** Motor America directly at ************ for additional assistance including a referral to another service provider that *** be more convenient than coming back to **********. Since we have no service history and are unfamiliar with the current mileage, we cannot say for sure, however it is likely that the customer is eligible for support under the Florida Lemon Law. We did provide information related to that at the time of the sale and would be happy to provide it again as necessary. However, the overall nature of this complaint reflects a concern that should be addressed by the vehicle manufacturer, not the selling dealer. 

  Customer response

  07/29/2024

   
  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. We open a different ticket for Lemon law. thank you
  
  Sincerely,
  
  *************************** ********

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently bought a Hyundai 2023 from this dealership . When I got approved it was around there closing time . So when I got the car it was in a rush cause they were trying to go home . I never got two sets of car keys . I tried contacting them multiple times , he told me he will speak with the person that sold me the car and give me a call back . Never received a call back Ive called multiple times . He said he will check with my sales man and still to this day never got a call back or just get the same answer I will call you back .

  Business response

  06/12/2024

  We have been in contact with this customer to make arrangements to provide a replacement key. According to our records it has been ordered. We will ensure that our staff is in contact to get this completed. We apologize for the delay.

  Customer response

  06/12/2024

   
  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

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought the car in due to exhaust condensation and loud noise coming out of the muffler like a lawn mower sound. The dealer said they would replace my muffler due to the video i sent of the smoke/condensation and loud noise from the muffler. They told me yesterday that the car was ready and I can come pick it up. They said they replaced the muffler.If you look at the muffler picture I took today, it is clear that this is not a new muffler.

  Business response

  05/13/2024

  We have been in communication with this customer directly. The replacement muffler the customer is concerned with is a new replacement that was obtained through normal parts channels from the manufacturer and was replaced under the manufacturer warranty. During our discussions with the customer, we have concluded that this muffler is of a different appearance of the one the vehicle came in with, which seems to be the primary driver of this concern. We are working with the manufacturer in an effort to get a replacement that cosmetically matches the original one that was replaced. We had hoped that we would have some resolution to that prior to responding, however we do not have an answer on that at this point. In the meantime, the replacement part that is currently on the vehicle is in fact a new replacement that should have no functional issues whatsoever. We will follow up with the customer directly as we learn more about another replacement that will satisfy his concern.

   

• Initial Complaint

  01/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In August 2023, I had my car undergo an oil change at my mechanic's. During the service, he informed me that the car had no oil and was experiencing oil burning issues. Upon checking the Hyundai website, he discovered that the *** number was part of a recall campaign related to oil burning in cars. He recommended taking the car to the dealership for further inspection.Initially, I visited ********************* Hyundai dealership, where they indicated that the oil pan had a crack, causing oil leakage. However, I argued that the car was burning oil, not leaking it, as there were no marks or stains on my garage floor. The dealership's procedure involved using a camera to measure oil consumption, but I opted to take the car elsewhere.In November, I visited Fitzgerald Countryside, and they advised me to drive the car for ***** miles without replacing oil, checking the dipstick, or performing any maintenance. Given my weekend-only driving habits, reaching ***** miles would take a considerable amount of time. Recently, while driving, I noticed smoke coming from the hood, and upon inspection, I discovered there was no oil in the car.When I requested the dealership to retrieve the car due to safety concerns, they declined, insisting I drive the unsafe vehicle to their location. Unwilling to risk driving on a major highway, I arranged for a tow service to transport the car to Fitzgerald. Despite contacting the dealership five times, I have not received any return calls. I only received an email listing several issues, including the need to replace the valve cover gasket.My primary concern is the lack of customer service and the fact that my car falls under the engine campaign issue. I am requesting a replacement for the engine and an apology for the inadequate customer service.

  Business response

  02/06/2024

  ***************** spoke with our service manager on or about Wednesday January 17th. ***************** stated that her vehicle had smoke coming from under the hood and was requesting that we tow her vehicle in. Our service manager explained to ***************** that we do not have an in-house tow company that would be able to pick her vehicle up but did offer a number for a local tow company that she could use. The vehicle was towed in on Friday January 19th, ***************** was informed via text message that it would be a few days to have the vehicle diagnosed. On Monday January 22nd the vehicle was inspected and we found that the tube seals for the valve cover gasket are leaking oil internally and causing the smoke ***************** saw. In addition, we did find a couple of blown bulbs that need attention, and are suggesting a battery replacement, as it is testing low on amps. An estimate was sent to ***************** on January 22nd, she left a voice mail for her service advisor on January 23rd and a return call was made by her service advisor on January 24th. ***************** mentions that her vehicle falls under an engine campaign and mentions that her mechanic told her that the vehicle was part of a recall campaign for oil burning issues. At the time of this response, there are zero open recalls on ******************* vehicle. Her vehicle does have two factory warranty extensions involving the engine; Extension TXXC, which gave a 10-year or 120,000-mile warranty extension on the engine for connecting rod bearing failure only, and Extension TXXI, which gives a Lifetime warranty on the engine for connecting rod bearing failure only. Neither of these extensions provide coverage for oil burning however, the dealership is able to and willing to submit a goodwill request to Hyundai on the customers behalf for engine replacement if the vehicle is consuming (burning) oil at a rate higher than Hyundai deems normal. In order for the dealership to submit this request the customer must follow a three step process outlined by Hyundai Motor America to determine if the vehicle is consuming oil and if so at what rate. These steps include oil changes, repairing any oil leaks that are found during the inspections, and possibly a combustion chamber cleaning. Only once these three steps are completed and the engine has been proven to consume oil at a higher rate than Hyundai deems normal is the dealership able to submit for a goodwill request for engine replacement. However, the condition for which the customer is complaining is not covered under any manufacturer warranty extensions. If the customer would prefer to correct the obvious oil leak with her mechanic, that is also perfectly fine. 

  Customer response

  02/08/2024

   
  Complaint: ********
  
  I am rejecting this response because: I am just FED up with Hyundai and the run around they are giving me.  I had them FIX the valve gasket cover issue as they are stating this is where the oil and smoke was coming from.  $578.00 out of my pocket !   I drove my car last night and guess what - it has NO OIL in it!!!!! ...Oil that this dealer just put in the car.  WHERE THE **** IS THE OIL GOING if there are no leaks on my drive way?  It is has an oil consumption problem and Hyundai is doing NOTHING to help me with my problem.  I will NEVER buy another Hyundai again as they do not stand behind their product.  Since starting this whole problem I have had a heart attack due to the stress I am under over this issue!  THANK YOU EVERYONE FOR NOT HELPING! 
  
  Sincerely,
  
  ***********************

  Business response

  02/08/2024

  At no point in our response did we suggest that the vehicle is not consuming oil. What we explained is that we have to address the condition one step at a time and we went further to explain what actual warranty coverage is available for the customer, none of which addresses oil consumption. Nevertheless, if what the customer is saying is correct and there is in fact oil consumption, we are happy to start the process for the oil consumption test process that is required by the manufacturer and we will submit a good will request for warranty support to the manufacturer on the customer's behalf. What is true is that the vehicle was presented to us with an obvious oil leak that was resulting in smoke coming out from under the hood. The dealership is happy to work on behalf of the customer in an effort to resolve this concern. We would however need to get the vehicle back in.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I tried to purchase a reliable car to be able to drive my 2,5-year-old autistic daughter to have a reliable transportation for her everyday therapy. On 6/17/23 the 2019 ********************* was purchased by me at Fitzgerald's Used Car Outlet Center ********** at **********************************************************************. After two weeks car begin to make noises while stopping, few days later the car died in a middle of busy intersection with my daughter in a car, I got a jump - car started and was ****** it to the service center (07/07/23) (owned by the same company) where it was repaired. Parts were changed and what it looked like to untrained person the problem was resolved. Three weeks later (08/08/23) the problem with car making noise while stopping and starting came up again and vehicle was brought the second time to the service where parts were changed and was declared as fixed. Today (9/12/23) car dies again in 6 lane intersection (right in the middle of it) with my daughter in a car.The concern is that some of the issues coming up with the car were inspected by the dealer before the purchase and has passed for parts that were inspected and still had to be replaced. Car that turns itself off in a middle of the street puts my child in great danger possibly fatal if hit in a middle of the intersection by another car, due to negligence of the dealer inspecting it and service making repairs for a car that pass their own inspection.Im looking for resolution for this problem of a different vehicle that is safe for my child. I shouldnt have to sacrifice my daughter safety because I was sold unsafe vehicle. If I have to I will take legal actions and publicize this on local and social media about the problems I been having.

  Business response

  09/21/2023

  Upon receipt of this complaint and other correspondence the customer shared, we immediately reached out to the customer to address his concerns. We had the vehicle in the same day, verified a repair that he had performed elsewhere and addressed an additional concern that he had with the vehicle. For context, this incident occurred three months and ***** miles after delivery and was the result of a failed starter that our used car inspection would not have caught thousands of miles in advance. Nevertheless, the customer picked up his vehicle today after his concerns were addressed. 

  Customer response

  09/21/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a GAP insurance policy when I purchased my car at Fitzgerald Countryside Hyundai. When I had paid off half of my auto loan, I cancelled the unused GAP policy by submitting the proper paperwork to Zurich North ***************** on April 29, 2023. After not hearing anything I contacted Zurich in June and was told they had sent my refund to Fitzgerald Countryside Hyundai in May and I would need to go through them to resolve the issue. I then contacted the business department at the Hyundai dealership by email and also forwarded the cancellation paperwork on June 29th. I was then contacted by email by ********************************* at the accounting department at the dealership on July 7th stating she never got the paperwork but now that she had it would mail out my refund. I have been going back & forth with ***** ever since by phone. First she told me the check was sent to an old address, even though the address where the refund should be sent is clearly stated on the cancellation form. I have mail forwarding and contacted the post office, there was no such mail piece. I have given her my new address several times now and was told a new check would be mailed but have still not received anything. I've left messages with the general manager at the dealership with no response. I've contacted Hyundai *** directly and was told they can't help me. I feel they have no intention of giving me my refund.

  Business response

  09/01/2023

  We first would like to apologize for the communication issues that took place processing the *** refund. There was a concern regarding address. Upon receipt of the complaint we reviewed our previous processing and found that the check we had written had not cleared. We issued another check today. During the review, however, it was discovered that the original lien holder for the vehicle is still in place. In cases where we process refunds for products that were part of an original transaction, we are obligated to issue the refund to the lienholder. This amount will come off of the customer's principal balance owed on the vehicle. Should the vehicle have been paid off in the interim, the bank will issue the refund directly. The attached check was sent out to ******************** lienholder today. While there was never any intention on our part to fail to issue the cancellation refund, we do regret the confusion and any delays. 

  Customer response

  09/15/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  So, I have been taking my care to the Fitzgerald Hyundai Dealership since 2020 and in April of 2023 Ive been having conflict with the dealership . Ive had to replace several parts. All related to my engine. My car continues to have problems such as misfires and *** had them resolved (so I thought). After spending $800, my service engine light returned about 2 months later. So the problems persist as I continue to address the issues, but nothing seems to be getting resolved. I took the car to an outside mechanic and they told me that my 2015 Hyundai Sonata has a manufacturer issue and that they recommend taking the car back to Hyundai to have it addressed. I reached out to the customer care line, and assigned a case manager who also has been ineffective or responsive. This entire situation has been drawn out.

  Business response

  08/03/2023

  It seems that the customer is requesting that we here at the dealership contact her to resolve this complaint. We're happy to do so and will be in touch tomorrow. 

  However, with respect to her complaint regarding her services since April as it relates to a check engine light, there seems to be a misunderstanding. We have not performed any repairs related to a check engine light. The vehicle has been presented to us twice since April with a check engine light issue, however the customer has declined repairs in both instances and no related repairs have been performed by us whatsoever. We do not know to what extent she has consulted with other repair facilities regarding the necessary Check ************ repairs, but it is not surprising that the light would continue to come on if the necessary parts have not been replaced.

  The vehicle was brought to us on or about April 17, 2023 with two issues. One was that the Antilock Brake System light was illuminated, the other was that the Check ************ ******** ************) was also illuminated. The customer approved repairs of the Antilock Brake System condition where were completed and the customer paid for, but she declined repairs for the Check ************. The vehicle was returned to her without us having corrected the Check ************ condition at her request.

  The vehicle then came back in on or about June 26, 2023. There was no complaint about a Check ************ and no related inspections or repairs were performed. This service was simply an oil change.

  The vehicle came back in again on or about July 20, 2023 with a Check ************ on again. We performed a diagnostic analysis and recommended a repair to correct the Check ************, which the customer declined to do. So again, no repairs were performed. 

  We have no doubt that we could have corrected the check engine light concerns that were presented to us, but the customer did not approve the repairs required for us to do so. We cannot speak to any repairs or inspections performed at any other shops. Regarding her contact with Hyundai directly, we have no familiarity with that either.

  Again, according to the complaint, it appears that her requested resolution is that we contact her and we will be sure to reach out. Should the BBB or the customer like to review the invoices related to the recent history we have on record for this vehicle, we are happy to provide that. 

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My customer number is: ******** chose ******************** due to their reputation for good service and only using factory replacement parts. Over a 6-month period, from October 2022 to now, I have had my vehicle into the Fitzgerald ************** over 6 times. Additionally, I have been in contact with them via telephone and in person each time the problem reoccurred (over a dozen times). They continue to advise me to leave the car so they can troubleshoot it. They've replaced several parts and still the problem persists. I have lost confidence in their ability to resolve my issue/ repair my car. Therefore, at this point, my desire is for the return of all monies paid. I am displeased with the service and have not gotten what I paid for.

  Business response

  05/10/2023

  Upon receipt of this complaint, we took it upon ourselves to reach out to the customer directly. We are open to granting a refund of the relevant repair that has apparently been proven to be ineffective. However, during our conversation with the customer it seems that they may be open to ** addressing the ongoing issue. If the customer would like for ** to inspect the vehicle again, we are happy to do so. If the customer would prefer a refund of the original repair, we are open to that as well. Should we reinspect the vehicle, we would be happy to apply whatever has been spent towards whatever repair the vehicle requires. 

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2011 Hyundai Sonata suffered engine failure in October of 2022 and went into the Clearwater Hyundai service garage for repair. It was deemed a manufacturer defect and the engine was replaced under that clause. I received my car again in late November and everything seemed fine, however a few months later my car broke down on the middle of I4 during morning rush traffic in the middle lane. I went to accelerate and the whole car shut off and stopped. It was incredibly scary and dangerous. My car was towed to a Hyundai in Lakeland where I live and I was told by an employee named ******, verbatim, we cant fix this. This was the Clearwater Hyundais fault, they left the crank shaft bolt loose which caused your engine to fail. I called the Clearwater location and their service manager, *****, was very quick to dismiss me saying there was no way it was their fault because they dont touch that bolt for an engine repair. I requested ****** and ***** speak with eachother to sort it out and ***** changed his tune very quickly and my car was transferred to the Clearwater location shortly after for another engine replacement covered by Hyundai. Upon picking my car up from them a second time it was only a day before the airbag light turned on. Again, ***** was very quick to dismiss me and told me to bring it to another garage. Only a few days after picking my car up after the second engine replacement and having the airbag light go on I was in fact involved in an accident which I was not liable for. I was rear ended while at a complete stop with the liable party going 70mph. The service garage fixing my car this time said that the collision could have triggered the airbags due to the speed, but the airbags never deployed and wouldnt have because they were not working. I am looking for Hyundai to make this right and to replace the car or provide compensation.

  Business response

  05/08/2023

  We do not dispute the customer's version of events with respect to her engine repair. We do disagree with the position Lakeland Hyundai took with respect to the second defective engine that really could have been addressed under warranty there, nevertheless we did in fact repair that condition as the customer explained.

  With respect to the air bag light condition, at no point have we refused to inspect this concern. Our service director did explain to the customer that there is a warranty extension on a part that will cause issues with the airbag and our understanding was that the customer is in Lakeland, so it was explained to her that the Lakeland dealer, or any convenient dealer, would be able to address this for her. A copy of the related warranty extension is attached.

  If the customer would like for ** to address her air bag concern, we are happy to do so. We are however in no position to offer a repurchase or replacement of this vehicle outside of normal trade-in and purchase circumstances, which does not seem to be what the customer is requesting. The vehicle was not purchased from us in the first place and it seems that the customer is requesting ********************** facilitate such an exchange or some form of compensation, which dealerships are not authorized to do on behalf of any manufacturer. 

  If the airbag concern remains unaddressed, we encourage the customer to come in or to consult a local dealer to explore repair. It is very likely the condition is related to a known issue that has the benefit of additional extended warranty as the attached document will illustrate. 

  Customer response

  05/10/2023

   
  Complaint: 20013883
  
  I am rejecting this response because:
  

  The main reason for the concern was not even mentioned or addressed in your response. Your mechanics failed to repair my car fully and correctly to assure my safety. A literal Hyundai service employee at the Lakeland location directly told me it was your locations negligence that caused the second engine failure and my car breaking down in the middle of a 70mph highway. I could have been seriously injured or killed.

  Before even having information ***** tried to play it off, telling me it wasnt his team that caused the second engine failure. He attempted to redirect my concerns right up until he spoke with ****** from the Lakeland Hyundai, who was the person who told me about the crankshaft bolt not being replaced properly after the first engine replacement. I was directly told by a Hyundai employee that my cars engine failed a second time because the car was not put back together properly  
  

  Thats pure negligence that could have resulted in death. If your location cant or wont address this then I want it to be escalated it to someone who can and will address it and take the proper actions to ensure your mechanics dont endanger anyone else.

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

  Business response

  05/10/2023

  To the extent that the second engine failure is the principal concern, this was addressed fully by ** well before a complaint was filed with the BBB. With respect to the second engine failure, this occurred 4 months and more than ***** miles after the original repair. What we discovered when the vehicle came back appeared to be a failure of the replacement engine. However, to any extent that this second failure was caused by one of our technicians, there is no concern to remedy as the correction has already been performed. In the original complaint it was asked that the vehicle be replaced and made reference to an ongoing air bag concern. Now it seems that the corrected engine concern is the primary issue.

  While we do not in any way dismiss the fact that a second engine failure occurred, for whatever reason that took place, there is nothing further to address. We regret that there was anything that required a second repair and rest assured that all repeat repairs are tracked so we can gauge the performance of our technicians irrespective to the cause of those issues. With respect to escalating this, there is no other avenue that we have to offer. 

  Since the customer has made clear that their primary concern is related to a condition that was repaired by ** prior to the filing of this complaint at no cost to the customer, we ask that the ******************** close this complaint indicating that we have provided a satisfactory response. 

  Customer response

  05/10/2023

   
  Complaint: 20013883
  
  I am rejecting this response because:

  Actually, as started in my original complaint, it is regarding the fact that my safety was compromised due to your locations negligence. Its also regarding the fact that due to your negligence I no longer trust the car, your location and the people who work there, and Hyundai as a whole. I want this addressed and I want to know what Hyundai is going to do to make it right  

  Again, as stated, if you cant or wont do anything about this- it certainly seems that youre dodging every accusation made- then Id like it escalated to someone who can. 

   

  
  Thanks,
  
  ****************************

  Business response

  05/15/2023

  As mentioned in our original response, the dealership is not authorized to speak on behalf of Hyundai. If the customer would like to contact ********************** directly regarding their dissatisfaction, they are welcome to do so. With respect to the dealership, if you are distrustful of our company and employees, there is not much left to discuss. If you want to explore trading in your vehicle or selling it to the dealership for market value, we are happy to assist you with that, but based on what you've said it does not sound as though that is something you would like to do. Beyond that, we are in not in any position to make any offers as to what Hyundai might be willing to do. The regrettable engine failure, for whatever reason it occurred, was already repaired without any intervention or request from a third party. We have provided documentation from the vehicle manufacturer regarding a common condition related to your other concern that is subject to a warranty extension. 

  Unfortunately our position remains the same. We ask that the BBB close this case indicating that the dealership has made an effort to respond and to address the components of the complaint that are are actually able to address.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2017 Hyundai ***** sport in to Fitzgerald Hyundai ********** service shop for paint pealing on the hood on 7/28/21. (This is where the vehicle was purchased from). They told me there is a default in the white paint for my vehicle so they will cover the cost for paint. On 4/26/22 I brought my car back because there was paint peeling on the roof near windshield and on my driver side door now. They declined to cover the cost but offered me 60% off. I declined. February 2023 Hyundai sent a extended warranty notification regarding the paint on the 2017 Santa Fe commonly found on the hood, fender, roof. The warranty was extended to 6 years from purchase. I purchased my Hyundai in Jan 2017, meaning my coverage ended January 2023. Dealership is declining coverage again. Even though they have proof that the paint was peeling last year, meaning it fell between the time frame of the extended warranty. They should still cover 100% cost of repair since they have service records of the paint peeling prior to warranty expiration.

  Business response

  03/22/2023

  We acknowledge the customer's version of events and almost entirely agree with her statement. Unfortunately the one detail that lacks context is that we do dispute the fact that the dealership has denied this customer anything. ********************** dealers are not authorized to approve paint repairs and instead have to submit requests for coverage to the manufacturer for approval. We have done that on this customer's behalf and received in response an offer for partial coverage of her paint concern. The customer did believe the offer was fair and we agree with her. Upon receipt of this complaint we took the liberty to submit her claim again for pre-authorization as is required for franchise dealers to do to move forward with these kinds of warranty repairs. We did tell Hyundai that we have received a complaint through the BBB with the hopes that it may help. So far, we have not received an updated offer from Hyundai. In addition to this complaint, we also received a negative online review from this customer, to which we responded yesterday. In our response we reiterated that we agree with the customer's position, believe her paint concerns should be covered by the manufacturer warranty and explained that we have resubmitted the pre-authorization request again. We will follow up with the customer irrespective of the response we receive and hope that we are able to get her paint repairs fully covered. 

  However, we do believe the customer would be best off filing a complaint like this against the entity that has actually issued the denial, which is not the dealership. The entity that has made the partial coverage offer we are obligated to follow is Hyundai Motor America.  

*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. ↩