ComplaintsforRick Case Hyundai

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I previously filed a complaint against Hyundai Motor America on 2/26/24 (Complaine #********), where I was advised to reach out to the dealer directly regarding my paint claim. Although I advised them the dealer would not return my calls, they still told me I needed to contact the dealer directly and file a new claim. On 3/29/24, I filed a new claim and the dealer has not given me any update and has not called me. I have reached out on 4/8/24, 4/16/24, and again today on 5/20/24 and have not received any response. I need to have this issue resolved.

  Business response

  06/04/2024

  The customer has an appointment for next week to have the paint concern addressed

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roughly a month ago my car had broken down, I had it towed to the dealership where they had told me the engine needed to be replaced. Two weeks had went by and the engine was replaced. I had picked the car up from the dealership and brought it home. Later in the evening I noticed that engine coolant was leaking from the car. It also had stains on the inside of the engine bay that was from engine coolant. I found an area beneath the car that was leaking and had a crack. I told them of the problem and brought it in once more. The person who had inspected the car had said there was a new hood which I was not informed of. They said that it was ready for pick up a day later. When I picked it up they gave me paperwork saying there was nothing done to the car because they could not replicate the problem. I had told them where the problem was and showed them a video of the leak. I ask for the managers number so I can get someone to properly look into the issue though the manager had never picked up. I have left multiple voicemails to the manager as well as someone who works at **** case to send my information to them. It has been roughly two to three weeks at this point and I have not heard a single word from them.

  Business response

  05/07/2024

  The vehicle was repaired on the last visit here service called today and left a voice mail explaining what repairs were done to the vehicle.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/01/2024 THIS INVOLVES THE **** OF A CAR BY DECEPTION BY RICK CASE HYUNDAI- ******, ***Purchased 2014 ***** Accord 4 door sedan on 12/03/2023 *********** rep. ***************************** and sales mgr. ******************* sold me vehicle by deceit. Vehicle was sold with dangerous defective Dry Rot tires, Push button engine start activator would not work properly. ( After numerous complaints they replaced it at no charge)Vehicle has discernible road noise thought to be from the tires but it was determined by ********* that it is coming from the front end wheel bearings. Also the tires on the vehicle have expired( Manufactured in 2018)Vehicle apparently was not inspected thoroughly as evidenced by the defective tires and push start engine activator overlooked.*********** general mgr. ***************************** offered me $500.00 or replace my $980.00 Michelin tires with cheap Chinese made tires.They are requesting I sign a Hold Harmless agreement.They have displayed deceitful practices from day one.I have filed reports with the **** NHTSA, Broward *************************** Florida's State Attorney *********************** with no results. My tax dollars are not being used to help me with this deceitful and unethical car dealer.I had use part of my savings to buy this car.I don't what if anything your agency can do to help me.Thank you ************************* ************ ********************

  Customer response

  05/02/2024

  ????COMPLAINT NUMBER 21654292

  ???? PLEASE NOTE; CORRECTION ON  DISPUTED AMOUNT  I AM ASKING FOR:

  THE VALUE OF MY COMPLAINT IS :

  ?? $3,415.00 AND NOT $16,300 AS THAT IS WHAT I PAID FOR MY 2014 ***** ACCORD.

  THIS IS AN ADDEDUM TO ORIGINAL COMPLAINT I FILED ON 05/01/2024.

  POINTS TO CONSIDER:

  1) INCOVINIENCE AND DECEITFUL AND STRESSFUL VALUE.

  2) CONCEALING DEFECTS FOR A DECEPTIVE  ACT OR UNFAIR PRACTICE THAT OCCURRED IN THE SALE  OF MY VEHICLE.

  3) PUNITIVE DAMAGES POTENTIAL IF IT GOES TO COURT. 

  BASED ON THE FEDERAL TRADE COMMISSION ACT BASED ON PREVIOUS CASES. ACCORDING TO THE *** , MY COMPLAINT HAS A COURT AWARD VALUE OF BETWEEN $3,000-10,000. 

  MY ACTUAL OUT OF POCKET COST WOULD BE ;

  A) TIRES VALUE $980.00

  B) FRONT WHEEL BEARINGS -$ 1,060

  C) LOSS TIME FROM WORK DUE TO SEVERAL TRIPS TO RICK CASE HYUNDAI ------------------------------$375.00

  D) COMPENSATORY DAMAGES-

  SUFFERED AS A RESULT OF DECEPTIVE AND UND UNFAIR PRACTICES- $500.00.

  TOTAL - $3,415.00 IS WHAT SEEMS FAIR UNDER THE CIRCUMSTANCES IS FAR LESS WHAT IT WOULD COST ************* SHOULD IT GOES TO COURT.

  ?? **** CASE MANAGEMENT HAS BEEN IGNORING  MY EMAILS AND IT APPEARS THEY ARE NOW PLAYING HARD BALL WITH ME.

  I WILL SUBMIT ADDITIONAL INFORMATION IF IT CAN BE ADDED

  YOURS TRULY,

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

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

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

   

   

  Customer response

  05/02/2024

  ???? PART III OF COMPLAINT

  NUMBER 21654292

  NOTE : CORRECTION ON PART I OF INITIAL REPORT .

  THE DISPUTED AMOUNT IS NOT $980.00  PLUS REPLACEMENT OF FRONT WHEEL BEARINGS.

  THE CORRECT DISPUTED AMOUNT IS $3,415.00. 

  PLEASE SEE PART II OF THIS COMPLAINT

  Customer response

  05/02/2024

  ?????? CONTINUATION OF ORIGINAL REPORT BEARING COMPLAINT NUMBER 21654292.

  COULD NOT COMPLETE PART III OF THIS COMPLAINT  REPORT DUE TO TIME CONSTRAINTS.

  THIS COMPLAINT INVOLVES :

  ? 1) CONCEALING DEFECTS.

  ? CONCEALING KNOWN DEFECTS OR MECHANICAL ISSUES IN A VEHICLE IN ORDER TO MAKE A SALE.

  EXAMPLES:

  ? A) DRY ROT ON ****S DISCIVERED AFTER THE PURCHASE OF MY VEHICLE

  ? B)..DEFECTIVE ENGINE PUSH START ACTIVATOR. ( LATER REPLACED AFTER NUMEROUS VISITS TO DEALER.

  ? C) FRONT WHEEL BEARINGS .

  ? DISCOVERED AFTER VISIT TO ********* ****S WHO ADVISED ME OF FRONT BEARING ISSUE.

  ? FALSE ADVERTISING: MAKING FALSE AND MISLEADING STATEMENTS ABOUT VEHICLE'S CONDITION.

  ? OVERCHARGING ADMINISTRATION FEES.

  ? I WAS CHARGED $931.95 FOR WHAT THEY CALL PRE-DELIVERY SERVICE FEES WHICH INCLUDES A FULL  SAFETY INSPECTION OF VEHICLE , WHICH NEVER OCCURRED AS EVIDENCED BY THE **** AND MECHANICAL ISSUES I HAVE ENCOUNTERED WITH MY VEHICLE  FROM DAY ONE.

  ?? KEY IMPORTANT POINT: 

  ?? DEALER HAS NEVER PRODUCED A COPY OF SAFETY INSPECTION REPORT HAS NEVER BEEN PRODUCED TO THIS DATE.

  ? AS MENTIONED IN COMPLAINT REPORT NUMBER 2 :

  ?? TANGIBLE LOSSES:

  ? LOSS OF TIME FROM WORK DUE TO HAVING TO MAKE SEVERAL TRIPS TO DEALER $ ******. ( MY TIME IS VERY VALUABLE AND HAS BEEN WASTED NEEDLESSLY AT RICK CASE HYUNDAI.

  ? COMPENSATORY DAMAGES: SUFFERED AS A RESULT OF DECEPTIVE AND UNFAIR TRADE PRACTICES. $500.00. NOT TO CONSIDER THE STRESS AND HUMILIATION ENDURED THROUGOUT THIS PROCESS.

  ?? TOTAL RECAP OF DISPUTED DAMAGES:

  1) ****S VALUE (MICHELIN BRAND)

  ----------------------$ 980.00

  2) FRONT WHEEL BEARINGS COST.

  -----------------------$1,060.00

  3) LOST TIME FROM WORK.

  ------------------------$ ******

  4) COMPENSATORY DAMAGES.

  ------------------------$ 500.00.

  TOTAL-----------$3,415.00 FOR DISPUTED DAMAGES.

  ?? A LOT MORE COST EFFECTIVE FOR **** CASE THAN BEING EXPOSED TO A POTENTIAL VERDICT VALUE OF BETWEEN $ *****- $10,000 PLUS COURT COSTS. PLUS NEGATIVE PUBLICITY.

  THANK YOU

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

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

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

   

   

   

   

  Business response

  05/20/2024

  To whom it may concern, 

  All of ******************** concerns have been addressed.  We replaced tires to what he requested, and also the Hub bearing.  **************** drove the vehicle after completion and was happy with all that we did for him.  This was done in good faith for our customer, and he signed a Hold harmless letter stating that from this point forward he was not going to Hold ************* **************** responsible for any issues related to his 2014 ***** Accord. 

  Customer response

  05/20/2024

  ????To:: The Better Business Bureau

  Dear Sirs:

   Reference the response from ************* management: I  Never received a call or email from ************************* asking me if I was happy with my complaint against them.

  Instead they bounced me to another mgr. by the name of *****************************. It was like pulling teeth trying to get them to get replace the Michelin tires that came with my car with the same brand. They were adamant  *******************) was  about installing cheap Chinese made brand tires until I told them I would *** them. They finally agreed to the Michelin tires.

  ?? They did did not do this out of " Good Faith", but because they knew they were deceving me all along. I have bought two Hondas at ************* and this will be the last time I deal with *************. 

  They are very distrustful and shrew as they had me sign a Hold Harmless Agreement so that I would not come  back to them for anything else.

  They gave me one story after another about  selling me a car being in good condition.

  ?? I was never contacted as to whether I was happy or not. They just made up this story.

  I have never gone through a more stressful car purchase in my life.

  ?? And "No" I am not happy at all. They replaced tires that I was rightfuly entitled to, along with the other defective two defective parts mentioned.

  My advice to everyone:

  ?? DON'T BUY A CAR FROM *************. ITS WORTH PAYING A LITTLE MORE SOMEWHERE ELSE THAN GIVE YOUR BUSINESS TO *************. 

  ?? IN THE PROCESS OF INSTALLING THE NEW ****S THE SERVICE DEPT. TECHNICIAN SCRATCHED TWO OF MY ALUMINUM WHEELS AND SET THE **** PRESSURE AT 40 PSI WHEN THEY ARE SUPPOSED TO BE SET AT 33 PSI. I HAD TO GO TO ANOTHER DEALER  TO HAVE THE **** PRESSURE RE-SET CORRECTLY.

  WHATEVER YOU DO DON'T BUY ANYTHING FROM *************.

  Thank you

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

  cperaza345@ gmail.com

   

   

  I

   

   

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our car, Hyundai Ioniq 5 2022, was bought back thru a lemon law process. We were supposed to receive a refund of about $2694. The check was sent to Rick Case Hyundai in Davie and cashed by them on 03/25/2024 according to records from Hyundai Motor Finance. Yet they are telling us that they never received the check. We simply want the money that belongs to us to be given to us.

  Business response

  04/13/2024

  To whom it may concern, 

  I would need to research more into this.  Not sure where that check arrived or who actually cashed it.  Not sure if that even took place, but please allow us to find out.  Either way, if its money that is not ours, we do not keep it.  thank you for your patience with this matter. 

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Have to schedule an oil change appointments for my car, one month in advance, because they are so busy . When you get there, you wait in a long line just to get to the service representative and then wait 3 hours for my oil change and tire rotation. This is at the **************** Hyundai dealership . They just want to sell sell sell and after that sorry we are busy

  Business response

  02/19/2024

  To whom it may concern, 

  Thank you for the feedback.  Fortunately, at the moment we are one of the few stores NOT turning away customers.  The Hyundai Free maintenance program brings back all customers which causes a lot of issues with scheduling and accommodation for stores.  However, we embrace it and do our best to work with everyone.  We have continued to allow customers to make appointments and for the most part have been able to accommodate most customers.  It is not our intention to have a customer wait excessively or get upset in the process.  We apologies for any inconvenience this may have caused you.     

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/6-dropped car at rick case hyundai 2/9-received update from service advisor 2/9- advised service provider that I wanted to make arrangements to pay and pick up the vehicle 2/12- called service at 10:28am and was advised that I must speak to my service provider in order to obtain assistance and that she left a message for my service advisor 2/14-I personally went to the dealership and spoke to the service manager who told me that I had to wait for the service advisor to pay and make arrangements to have my car picked up. Service manager also told me that my advisor would be in contact with me first thing in the morning. 2/15-I called the dealership because at 1500 I had not received a call, text, or email. After sitting on hold my service advisor called me and stated the invoice was on its way. I reached out again after not receiving it. I was told 15 minutes **** The email eventually came over but after service advisor left for the day. My service provider was as courteous and this complaint isn't required back and forth I'm seeking resolution ASAP.2/16- called the dealership to speak to service manager but was told he was off. I left a message with the Director of services advising I wanted an invoice that had my VIN, what I was paying for, and it to reflect $295 (service shouldn't be taxed). I received a copy of the exact same email that I received on 2/15 The matter has not been resolved, I'm still without a vehicle, and I'm tired and need assistance as this shouldn't be how a consumer is treated especially when all I wanted to do was pay my invoice and get my car back. But I may have lost a sale as well due to the lack of communication.

  Business response

  02/17/2024

  To whom it may concern, 

  The customer came to our dealership without an appointment.  She was told at time of drop off that it would take a week to 10 days to inspect the vehicle. Within 3 days we provided a full estimate of repairs.  We explained the options to the customer and the customer stated that they would come pay the diagnostic fee and retrieve the vehicle.  The Diagnostic fee is $275 + tax and shop fees.  This is the normal charge for every customer.    

  On 2/9 customer stated via text with my service advisor that she would come in on February 10th or 12th and did not show up to the dealership until February 15th.  On the 15th when she came in the service advisor was in fact not working due to medical procedure.  He texted the customer and let her know that they could send a tow truck to pick up the car and to pay the diagnostic fee via email.  Email was sent at 4:30pm on February 15th.  Email was resent again on February 16th.  Customer needs to come in and pay the diagnostic fee and come retrieve their vehicle.  

  Customer response

  02/21/2024

   
  Complaint: 21305221
  
  I am rejecting this response because:
  I'm really in the process of a back and forth. I provided everything in my complaint. I had an appointment on 2/5/2024 attached you will see the email appointment reminder.

  For the record I went to the dealership on 2/5/24 at 7:43am to explain my car didn't drive. I was told no problem and I DID NOT have to wait or an appointment to contact Hyundai Roadside (Hyundai rep failed to mention a month prior). Again had an appointment and was told by a service advisor come in for a diagnostic and we should have it for you in a few days.  **** stated 2 and again I was not asking for anything other than rental for after the lack of communicationfrom *************. Not the week the car was at the location.

  And this could have been avoided if someone just called me and provided a legitimate invoice. My diagnostic report of my vehicle. 

  Ad far as 2/9 or 2/10 please provide a conversation with anyone for me to come in.  I provided in my complaint where I asked the advisor of the next steps and heard nothing.  Followed up with a phone call on Monday (12th) and again nothing.  AGAIN I WENT TO THE STORE on  2/14 because no one called me back. I spoke to the Service manager. He didn't take care of me then, why not since the dealership claims I was a no show? Why didn't the service manager ask me what happened? He can't because no one xalles me. I was there ready to pay and make arrangements. I even asked if I had to come back. Service manager stated "No" and I was told I had to wait for the service advisor to come back the following day because he left early because he wasnt feeling good. 

  The bottom line is

  1. Invoice:$275 + $20 (I have had a diagnostic from ************* before and no almost $100 in charges)

  2. Invoice must include breakdown of fees; currently has N/A no shop charges,  no taxes,  just a fee.  I'm in the service industry as well and I'm not trying to go to court for this

  3. My diagnostic report on MY VEHICLE that was performed

  4. Rental fees and days are tickling. I don't see an appointment made to get this resolved,  but at this point this is what I want. 

  I have provided my evidence which would null the response that ************* provided. Even in a few days the estimate came back, but no one said it would take weeks for ************* to provide an invoice once an estimate was rejected. So that is why I am requesting the rental because even a no show on the 9th as mentioned or the 10th Alek told me he missed the message already so I know he didn't call me like it was mentioned in the response. 

  Sincerely,
  
  Rhokia ******

  Business response

  02/22/2024

  customer has been contacted numerous times about picking up her vehicle.  We are still waiting for her to come and get the vehicle and pay for the diagnostic fee plus the shop fees and taxes that are charged to every customer for a diagnostic.  After 30 days the vehicle will be considered abandoned, and a lien will be placed on it.  A daily charge will also accrue to maintaining the vehicle in our location.  Customer has been called and has not been responding to the calls the advisor has attempted.  

  Customer response

  03/02/2024

   
  Complaint: 21305221
  
  I am rejecting this response because:
  

  1. I did not receive responses to my complaints even after providing documentation,  just a generic response that includedagain inaccurate information and that ************* could put s lien on my vehicle. 

  2. I went to ************* again myself because again no one called me.  I paid what I owed and spoke to advisor

  3. There was a lot of accusations made that I the consumer didn't do what was asked,  however nothing was provided; including when I spoke to the advisor the accusations don't match. 

  Again all that had to be done was be honest and communication which ************* failed to do and the leaders aren't accepting any responsibility and the advisor mentioned we didn't speak,  he missed work, and missed messages.  Furthermore I was advised that I had to pay in the store to get an itemized invoice when I paid at the store as they remember me because I had requested an itemized invoice multiple times.  Again no mention of this in the response. But more importantly I asked that very same question to the service manager on 2/14 and was told I didn't have to come back.  This could have been resolved 2/14 when I was there which again didn't make sense.  But then I had to go back again a week later. All I requested was the rental fees for the time that ************* (a week) for their inability to communicate. 

  No need to respond further. 

  This will have to the legal route where ************* will have to provide the proof of why they believe their lack of communication and leadership is the fault of the consumer and explain the accusations that are in this public complaint,  even with the documentation I the consumer provided which was provided by *************.

  Again no issues with my advisor or employees at *************,  but from one leader to another leader in the customer service field along in the automotive industry this was "unacceptable" and rental fees should have been honored. I didn't even request for the inconvenience twice, gas, and/ride share that ************* created. 

  BBB - case can be closed as I have reached out to legal counsel due to the business NOT addressing my complaint and no need to go back and forth for "generic" responses and a company that isn't even reading the complaint. 

   Sincerely,

  Rhokia ******

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When purchasing my 2017 Hyundai ****** from **** case as a new vehicle, I was told if I bought the extended warranty of 10 years to 100k ******************** case would double the warranty for the ************************* to 20 years/200k miles, so I purchased it. It was also all over the tv in commercial form to get business. Fast forward to doing all synthetic oil changes every 5k miles, I got a knocking in the engine around 80k miles which brought me to the dealer service area **** times without any repair from *************. Last September 2023, at 104k miles, the turbo failed & sent metal thru the engine. After several weeks I heard back from ************* stating that this was not covered because ****** was found in the engine. They had me provide all of my service documents since all was completed via schedule. After several weeks, into November, my service advisor told me he submitted them and got denied. At this point I was 2 months without a resolution or rental vehicle. I reached out to Hyundai Corporate in late November and was assigned ******* as a case manager (case #********), where after a week or so, he called me to let me know the case was approved, An hour later my service advisor called to tell me it was approved as well, but without a rental car. I was told they need 1 week to get the engine in & 2 weeks to put it in the car. 3+ weeks later in the end of December I was told the engine they ordered wasn't covered & I would owe over $5K. When I called Hyundai back, they had closed the case & assigned me a new case manager who said since it wasn't in writing there was no approval. Not only should the advertised warranty cover me to 200K miles, but the lemon law should cover me since the knocking in the engine could never be resolved. Please help me get my engine covered or a sufficient credit towards a new vehicle. Thank you!

  Business response

  01/27/2024

  Hello, 

  Please allow me time to gather information with ******************* our service manager on this issue.  Normally all these concerns must be elevated to Hyundai.  If they are denying the claim due to negligence, it may be tough for them to overturn.  If they approved the claim, we will have a chance to see what they recommend we do.  the BBB complaint should either way is not against ************* as we are tied by the manufacture and what they require we do.  If there is a complaint in BBB it should be against Hyundai ********** not **************  Either way we will be checking with them as I Stated.  Thank you for your patience. 

  Customer response

  02/05/2024

  I call back from the Service Manager has been requested several times by myself since October 2023. I have yet to be contacted.

  Originally they stated it was denied due to sludge in the engine, but I have provided ALL of my service records for full synthetic oil changes every 5k miles.

  I have escalated this issue to Hyundai in November of which I was told it was approved in December, only for **** case to say that the "engine they ordered" wasn't fully approved,

  This is still where we sit, with last I heard, a $5100+ bill for a new engine on a 104K miles vehicle with a 20 year 200K mile powertrain warranty. The vehicle has been there for almost 5 months now, without a rental vehicle for me.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have had 2 different 2023 Santa Fes within 10 days and both have had major issues. The first one gave a battery discharge warning the same day we brought it home from leasing. The car wouldnt start and had to be towed to the dealership. Cause was undetermined. The customer service was extremely poor as they did not want to provide us with another car even though they could not find the cause of issue. The customer service is a separate complaint but it should be noted because it was negligent on the part of the dealership. We were told there was nothing they could do. We asked for another ******** with a different vin, and we were told we would have to pay more for it, even though we just just signed a lease for the same exact car. Then they lied and said it was already sold, but it wasnt. Then they offered us $1500 to keep the car that kept dying on us. After much arguing and bullying from the staff, we finally got another ********. Yesterday, while I was driving going 40 miles per hour with no one around me, the emergency brakes went off with the warning on the dash and it was very scary. Fortunately, nobody was behind me when these brakes went off. As mentioned, this is the second car we have had from this dealership within 10 days that is malfunctioning. We are concerned to go back to the original dealership for service because of the way we were treated. Unfortunately, we do not trust them.

  Business response

  01/23/2024

  **************,

  We do not believe you are contacting the correct dealer ship with this complaint.  I have no record of a ********************* at my location either for sales or service. We have multiple, independently ran stores that do not have the same management or team.  Our location is in ****** *******.  Please review where you purchased your vehicle and advise if it was purchased under someone elses name from my location as we can't find a ********************* here. Thank you in advance. 

  Customer response

  01/24/2024

   
  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

  10/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Twice in the last three months I have received electronic notice of an issue with my 2022 Hyundai ****** that said to contact the dealer for service. The first time in July it took seven weeks to get a service appointment only to find that my brakes needing resurfacing. Should I really have been driving for seven weeks like that. Yesterday I get the same message again and try to make a service appointment the wait is now six weeks. What's the point of having a warranty if you cant get a service appointment? Why should I be driving a potentially unsafe car for this long?They should not be allowed to sell more cars than they can service in a reasonable time.

  Business response

  10/28/2023

  Our apologies for the delays.  Unfortunately, we do have longer than normal times in order to bring a vehicle into our service department. If the vehicle is inoperable we will gladly take it in. Please contact road side and they will gladly tow it to our location.  ******************* is the service director, and he will have a technician work on it as soon as he can. Once again, we work hard to provide the best possible service for all our customers. Thank you in advance for your patience.  

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an active lease with them for a 2021 Hyundai ******* limited. The ** has had a problem since I got it. The car is a lemon and has now had 4 repair attempts. ************* has now had my car in service since AUGUST 28th. Not once has anyone called me with any updates. I have called and emailed at least 10 different people at the dealership. NO RESPONSE. Wrote to corporate NO RESPONSE. I finally spoke to a human 3 weeks ago and she told me to come in and they would definitely resolve this. I spent 4 hours at the dealership and I have never felt so disrespected in my life. I got passed off from person to person. The only thing they were offering me was a new lease several hundred dollars more than Im paying now. I left in tears. Two days later I got a text saying, *********** Your car will be ready on Wednesday. LIE. Still no resolution!

  Business response

  10/26/2023

  To whom it may concern,

  Please send these BBB messages to me directly.  I am the ** at the Hyundai store.  ******** is no longer the ** for Rick Case Hyundai.  Please remove her from receiving the messages or advise me on how to do so. Thank you in advance.  

  My email is *************************** 

   

  Business response

  10/26/2023

  To whom it may concern, 

  The customer has been in communication with her service advisor ************************* upon the vehicle being checked that the part was on (national back order).  The field engineer has been working with our service team to correct the problem.  We must go in the steps required by Hyundai Motors in order to properly diagnose and fix the issues.  They give the instructions on what to perform to correct the problem.  Sometimes, they must change out several components in sequence before they finally correct the issue.  We apologize for the delay but again ask for the customers patience as we are bound to correct issues in accordance to what Hyundai mandates.  Not sure who she is emailing, I have never received an email from this customer, nor has my Service director.  ************************* has a full string of text messages where the customer even asks him on how to file lemon law.  He definitely has been in contact with her.  He has had multiple conversations with her over the phone aswell.  The part in question is scheduled to potentially arrive sometime in November 2023.  

  Customer response

  10/26/2023

   
  Complaint: 20782025
  
  I am rejecting this response because:

  This response is very inaccurate and apparently the person responding does not know what has occurred. I have paid a car payment for 2 months for a car I dont have. Your information about communication is inaccurate as well. ************************* has NEVER reached out to me about the status of my car. The two occasions where texts were sent were initiated by me on 9/13 and 9/16. I have not spoken to him since and we are now almost in November. I have emailed and called the following people at the dealership and not gotten ANY response. *********************************************, *******************, ************************* (several times), and several others I cant even remember. It is impossible to speak to anyone in person and no one returns voicemails or emails. On September 29th, I finally spoke to a manager (I am sorry but I dont remember her name started with an S). She was shocked but the information I shared with her and made me an appointment with *************************** for 10/5. I went in hopeful and left feeling completely disrespected and frustrated. I was passed from person to person with no resolution and a lot of really poor customer service. The last person I spoke to was *********************. I was in tears at that point. He asked me to give him a day to get with service now that he was aware of the situation (even though I had left him a voicemail and an email as well)and he guaranteed me they would find an exact status for when my car would be fixed or get me into a new lease. I never received a phone call on Friday. On Saturday, *************************** texted me and said *********** Your car will be fixed by Wednesday. Obviously that didnt happen. I have a right to drive a comparable car that I am paying for. I dont even trust at this point that the car can be fixed since 3 times now it has been serviced and I was told it was fixed and it wasnt. I do not understand why the dealership is unwilling to work with me to get into a new lease with a similar payment so that I can return the loaner car. I have been inconvenienced and disrespected throughout this entire nightmare. I have phone records and texts to prove everything I have stated. 

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

  Business response

  10/28/2023

  I understand the customers concerns about her vehicle.  I however don't believe anyone here was disrespectful when helping her out. The customer was contacted regarding the process of fixing her vehicle. ******************* is aware of her car's issues and is working with Hyundai for a solution.  Hyundai provides loaners or rentals for customers while their vehicles are being repaired.  However, they do not always offer vehicles that are comparable to what the customer is currently driving.  I have yet to meet with this customer nor do I have any record of her leaving me a voicemail or a call.  I am available anytime she wants so that we can go over her concerns.  I would also like to meet with her so we can discuss how my staff was being disrespectful to her.  Lastly, I know that my sales staff and managers were working on trying to put her in a new car but unfortunately the times have changed.  Prices of cars have gone up, and so have interest rates.  It's never that we don't want to help the customer get out of a car, we sometimes can't make the numbers work out.  I understand she is upset she doesn't have the car she is paying for; however, this is a Hyundai Motors concerns that she can address with them and see if there is a way they can help with that matter.  ************* is more than willing to help, as we are the intermediaries between her concerns about her vehicle and Hyundai Motors. 

  Customer response

  10/30/2023

   
  Complaint: 20782025
  
  I am rejecting this response because:
  

  I would very much like to meet to discuss my concerns. Your name was never given to me when I called the dealership and pleaded for a manager to help me with this situation. I dont know you can say ************** is aware of the situation and not find it disrespectful that he hasnt returned one of my voicemails. And there are multiple other people that I mentioned who did not call back. That is completely disrespectful. I would also love for you to share with me how the dealership kept me informed about my car. It didnt happen. As I stated previously, NO one has called me and told me anything about the status of my car. I texted ****** twice and I could never get a straight answer. Then Im told 10/7 my car would be ready on Wednesday. I understand that car prices and interest rates have gone up but the payment they were offering me was ridiculous. Dealerships have got  the power to cut fees and adjust prices so I refuse to believe there is not a car available within my payment range. I dont understand why you would want me to continue to put miles on a loaner that could be sold and my car could go to auction. Putting me in a new lease would solve the entire problem. I do not trust that my car can even be repaired since every time you have replays oart it wasnt fixed. 

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

  Customer response

  11/08/2023

   
  Complaint: 20782025
  
  I am rejecting this response because:

  The person who is responding has never indicated her title. Her name was never mentioned to me when I called the dealership countless times for help with this issue. The response keeps indicating that I have been kept informed. I would like to know who it was and when it was because no one ever contacted me regarding this issue. As I stated before, the only communcation I have had is that I initiated 2 texts to my service advisor. I was also told multiple different stories that never ended up being accurate. I have phone records and texts to show how many times I contacted the dealership and never got a response. I am happy to meet to discuss this situation but as I stated, I don't know who this person is or her role in the dealership. She is not listed on the dealership website which is why she is not one of the people I reached out to. I am now being sent a bill for the loaner car which is absolutely insane. I did not ask for the dealership to hold my car for 2 and 1/2 months. I was NEVER informed I would be charged for a loaner vehicle. I was given a rental car for the first 3 days when I initially dropped the car off at the end of August. When I was told the car was fixed and ready, I dropped off the rental car and came to the dealership only to find the car was not fixed. I was told by **************** he was not authorized to give me another rental car. I stood waiting for 40 minutes while he went to find someone who was authorized to get me another vehicle to use while mine was being serviced. He came back and told me they were giving me a loaner. I was never told about any charges. When I signed the form there was a cost per day on it and I asked **************** what that was all about and he said don't worry about that, it's just a standard form for insurance purposes and I wouldn't be charged. 

  Again, I would love to sit down with someone to discuss the actual facts of this and come to a resolution. 

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

  Business response

  11/09/2023

  Hello,

  My name is ************************  I am the General Manager of the store.  I have communicated all I have been informed from both ******************* our service director and ************************* our service writer.  Both have stated that they have been in constant communication with you.  As i am seeing, they have attempted to either put you in rentals or loaners.  I'm assuming all those times they worked with you and explained what was happening.  Either way, I will be happy to hold a meeting with you, **** and ****** so that we can get to the bottom of this. They can provide proof, either written via email of text and documents stating what they have advised you of.  Our goal is to provide excellent customer service.  our apologies if you feel certain things have not been explained properly. Please feel free to reach out to me.  THank you. 

  Customer response

  11/09/2023

   
  Complaint: 20782025
  
  I am rejecting this response because:

   

  Thank you for clarifying who you are. I actually left you 2 messages as well. I find it ironic that everyone in the dealership says that didn't get an messages or emails. I would be very happy to show you my cell phone records of how many times I called the dealership desperately trying to find someone who would assist me.  I would very much like to have a meeting with you to discuss the entire nightmare this has been. As I mentioned, the communication I received in 2 and 1/2 months from **************** was 2 texts that I initiated and one phone call from him (with information that was inaccurate). That's it. 

   

  I work until 3:00 but if you give me a couple of afternoons that you are available to meet, I would be happy to come in to discuss all this. 
  
  Sincerely,
  
  ***********************************

  Business response

  11/09/2023

  As you can see, I respond to all my emails in a timely manner.  I can meet Mon-Wednesday next week after 3pm as you have requested.  Please email me a convenient time and I will check the schedule and reply.  I would like ******************* and ************************* to be in the meeting as well, and would like to coordinate that happening. My email is *****************************************.  Thank you again and talk to you soon.  Happy weekend. 

  Customer response

  11/13/2023

   
  Complaint: 20782025
  
  I am rejecting this response because:

  I am off work all next week so Wednesday (11/22) at 3 would work. If there is a better time to meet so that ************** and Mr. ***** can be there please let me know. I am pretty flexible next week since I am off. 

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

  Business response

  11/13/2023

  **********************,

  Wednesday the 22nd at 3pm sounds great.  See you here.  Thank you. 

  Customer response

  11/15/2023

   
  Complaint: 20782025
  
  I am rejecting this response because:

   

  Wednesday works fine. Thank you. 
  
  Sincerely,
  
  ***********************************

  Customer response

  11/20/2023

  I apologize- I thought I had responded and I did not. I would like to reopen the case. We are meeting this Wednesday to discuss the issues. 

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