ComplaintsforHyundai of New Port Richey

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - The car was purchased 09/09/2023 for $28,110.98.- on 09/10/2023 I noticed a huge ***** in paint on the trunk of my car I began trying to contact the salesman , *****. I sent messages 09/10/2023, 09/15/2023, 09/26/2023, 10/09/2023, 11/10/2023, 12/11/2023, 01/18/2024, 03/09/2024 while I was at the location for maintenance - there has been no reply. - beginning with the first cold snap in ******* back in November 2023, my **** light came on and never went off. I tried for 3 months to make an appointment to be seen. I had to drive 100 miles out of my way to make an appointment as the ones when I called or made online were always cancelled. - during my service appointment 03/09/2024 they refused to change out my **** saying there was no issue with it. However, I do have a customer who had the same issue and they had no problem changing hers out, and she is willing to testify to this. In fact this customer is floored as to why I have been treated the way that I have been. - on 03/09/2024 I picked my car up and there was a HUGE dent in the passenger side roof of my car. It was NOT there prior to service. - the **** light still comes on. - my mpgs will randomly reset itself while Im driving. - my radio will stop working and my phone will disconnect from the car, and its been verified its not an apple issue, its a technical issue with Hyundai related to updates they make to the cars software. - the features they used to sell the car do not work which resulted in higher insurance premiums - I have spoken to several managers including the general manager, and get no where. Ive been fighting for 8 months now to have my car be in the condition it was supposed to be in when I purchased it. I purchased a new car, but its running like its a used car or worse. - on 05/09/2024 my final straw was my breaks not working. Someone pulled out in front of me, and thankfully I was going less than 40 mph or I would have crashed. My brakes failed that day.

  

  Business response

  05/14/2024

  Her vehicle is currently here and shes in a rental.
  Weve verified an issue with the front rotors on her vehicle that *** be related to the condition with the brakes; vehicle is not displaying fault as she stated during discovery process so its hard to know for sure.
  The TPMS condition is not active and the system is operation as designed now and during the previous visits.
  Weve agreed to repair the dent on the roof of the vehicle as goodwill customer satisfaction but we do not accept responsibility for the damage because we have photos of the damage upon arrival to service on our walk-around inspection in April; this decision was made because initially she stated the damage occurred during her last visit (April) but then adjusted the timeline to the prior visit in March after we produced the photos from April. I will add the concern with the radio to our current ticket and we are looking into the *** issue already.  I will meet with ******** to see how to proceed with damage to the decklid she says was present prior to vehicle purchase.
  
  *********************************
  Service Manager
  Hyundai of New Port Richey
  Genesis of New Port Richey
  ************
  ************************** Richey, FL *****

  Customer response

  05/14/2024

   
  Complaint: 21694247
  
  I am rejecting this response because: ****** is falsely stating that Ive lied about things happening with my car, is accusing me (without outright accusing me) of driving recklessly in my car and this is why the brake rotors are bad in my car from excessive braking/hard breaking. I have an app on my phone from my car insurance company that tracks my driving, breaking included and I have no incidents with this reckless driving. 
  
  I also have 2 witnesses that can and will attest to ****** coming out and saying he found photos with damage from March. When we reached his office and he showed me photos, they were from April. I never changed my story. I even called out the incorrect date. ******'s lack of communication and listening skills do not make me a liar. I was very clear on what and when the damage happened to my car. I also showed DATE, TIME AND LOCATION stamped photos of the damage to him, which he ignored. The photos they have from March doesnt show body damage. When ****** pulled up the photos from March and wasnt able to see damage on my car; he IMMEDIATELY stated he wasnt taking responsibility for the damage even though the photos from my service in March shows no body damage. He even called my character into question at that time, to which I pointed out he outright lied to me about the dates of the photo damage.
   
  I have call logs from where I called and spoke with a sales manager by the name of *********************, the following day. I was to come in that weekend, and unfortunately my mother had a heart attack so that took precedence over coming into the dealership. However, I tried MULTIPLE times after that to schedule a time to come in, when that didnt happen since no one returned a call; I went into the location April 3rd when I left the hospital my mother was in as it was only a few miles away since no one would return a call. It was at that time that Sales Manager ***************** began practicing sales pressure, and after numerous nos to running my credit for a new car, I gave in and hoped hed finally get to helping me. Instead I was handed 2 $50 gift cards (one of which didnt even work), and handed off to someone else bc I wasnt worth his time anymore. There was no service work done on my car that day. I even have my service records in my car and reflected in the app that the ONLY service done to my car was in fact on March 9, 2024. Therefore, I was not lying or changing my story as ****** stated, when I said when my car was serviced last. The whole purpose of the visit April 3rd was to get assistance with the NUMEROUS issues and body damage. If youd like we can take this to court, and have everyone Ive spoken with testify in court under oath as to why I was there April 3rd. 
  
  I have provided further screenshots to show that I took photos of the damage to my roof on March 9, 2024, and I included the screenshots to show that the photos were not edited or taken different dates and then altered. I will also include a screenshot of my conversation where i was at the dealership April 3, 2024 and ************ was more worried about a sale vs making things right. I will also include the snapshot from my insurance company that monitors my driving (hard breaking included) to show that I am not out driving in ways that will damage my car. If a sudden stop can cause an issue with my rotors, theres an even larger problem here as to the faulty or shoddy parts on these cars. I have less than ***** miles on my car and more than a 1000 of those miles are driving to this dealership to fix things that shouldnt be broken, damaged or not working properly. I lived in ******* until the end of March, it was 97 miles one way to this dealership, and to be treated and talked to like this is beyond me. 
  

  At this time, ****** and every manager at this dealership has shown that they will go above and beyond to discredit me and not take responsibility for the situation and the damage they have done to my car. I have enough evidence to support my claims and can back up what Im saying with physical evidence and witnesses. I also feel very strongly that this location ACTIVELY participates in Age discrimination and purposely treats some customers a certain way vs others as they feel the older customers will spend more money. Again, I can provide proof of why Im making this claim. 

  
  I no longer trust them to do the right thing, or actually repair my car. If this is too hard for them to do, and theyd rather discredit me; Ill gladly take this to court. I want copies of every photo that has been taken of my car, and documents in detail of any work that has been done. 
  
  Sincerely,
  
  ***********************

  

  Business response

  05/28/2024

  The vehicle has been repaired at our expense and was ready for pickup Saturday 5/25 . All mechanical concerns have been addressed. We are waiting to hear back from the customer to exchange vehicles.

   

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

  Service Director

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 9/11/22 i purchased a hyundai palisade. i had a hefty trade in. i signed all documents and purchased ALL warranties offered. dealership entered my warranties some which were duplicate warranties. dealership was told to resubmit warranties as entered incorrectly. october 2022 dealer again entered warranties with duplicates still may 2023 again my warranties were rearranged (without my knowledge) and still have duplicate warranties. (this information is per warranty company and corporate) i went for oil changes and was having issues right away and tried on several occasions to contact my finance manager or anyone willing to help. no calls were returned. i also showed up at dealership to met with finance manager and was told to wait then told he left. before i left state i got an oil change and was told i had no warranties. i spoke with a woman who assured me i did printed them out and sent me on my way. i recently went to get my car serviced out of state and was informed i have no warranties. i paid out of pocket for services. i have paper copies this wasnt correct i then tried once again to contact hyundai of new port richey and was told by head finance manager that i had no warranties they were canceled and he would work up a number for me to pay the dealer to get my warranties back (my warranties are in my contract with the monthly car payment i am paying ) i called hyundai corporate to straighten things out after gaining information pertaining to warranties from safeguard warranty company. i was told by corporate they were filing a fraud complaint on that dealership hold tight a case manager would contact me. i was contacted today by case manager and told they would give me 170$ gift card for the time inconvenience and then it was done. i was told corporate only deals with mechanical problems and there is no one else who can help me. i am paying for warranties and services and hyundai is refusing to help correct issue.

  

  Business response

  05/08/2024

  The message from Ms. ***** regarding the original policies is correct, however that contract was never approved and funded by the lender. The subsequent loan with Santander was approved and funded, only containing a vehicle service contact and a GAP policy. The additional policies were not included in the terms of this loan. To accommodate her request for the additional policies ( maintenance, wheel and tire and term care protection ), a third party lender called Paylink financed these products which required a separate payment aside from her Santander payment. Due to non-payment on the Paylink contract, they cancelled these products. Possession of the contract itself does not make them valid.

  In reviewing Ms. *****'s Hyundai Protection Plan policies, I did notice that in addition to her VSC and GAP, the Wheel & Tire policy is still active although it was never paid in full. She also has the 3 year complimentary maintenance that comes with her factory warranty. We apologize for all the inconveniences that have resulted from this confusion, but we had nothing to do with the loss of the products.

   

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

  Finance Director

   

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I traded my 2024 Hyundai palisade on march 1, 2024 for a 2024 Santa Fe. The Hyundai palisade has not been paid of by Hyundai of New port Richey. I have called every over day to ask if the pay off has been sent since Hyundai Motor Finance started calling me every day. I was told multiple different answers yes we did or no not yet.. it can take months it can take weeks .. its complicated said the finance person **** because of my credit? or we will make one payment for now to stop those phone calls?the answers dont add up to me. I also emailed them .. the sales person and manager .Hyundai Motor Finance said the check was not set . Hyundai Motor Finance has been calling me non stop letting me know nothing was sent and by law Hyundai of New port Richey should have paid off the palisade in 10 business days. Myself and Hyundai motor finance representative called on a 3 way tried to talk to someone at Hyundai of NPR and a ***************** up on us . Also I was told to contact BBB and state attorney general and consumer affairs as I have . I have been told this is a sales Fraud. I am so disappointed as I am a customer since 2016. I feel scammed at this point and as if my Palisade was stolen.

  Customer response

  04/09/2024

   
  Better Business Bureau:
  
  

  Hi my claim was resolved 

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

• Initial Complaint

  01/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  n 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 New Port Richey 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 ********** 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 **********. 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

  01/24/2024

  Good afternoon,

  This vehicle is not currently here and was purchased 12 years ago from a dealer in ********.  We have not had the opportunity to address the consumption concern at our location.
  We have only had one customer pay transaction with this customer back in 2019 in which we collected her deductible of $107.00 that was due to us.
  The vehicle has the *** warranty extension on the engine for bearing failure only; nothing relating to oil consumption.
  *** oil consumption protocol requires the repair of any/all external engine oil leaks in order to accurately measure internal consumption. 
  
  We are very sorry *************** is having issues with her vehicle however we cannot refund towing expenses for a vehicle towed elsewhere. My apologies for any lack of communication on our end. Unfortunately, I have no record of any unreturned calls to **************** and we would never intentionally ignore or upset our customers.  
  

   

  Customer response

  01/29/2024

   
  Complaint: 21188751
  
  I am rejecting this response because:

  I am beyond FRUSTRATED!  I am beyond angry.  I have spoken to an attorney and I will be suing Hyundai.  This dealership did not do any repairs on my car, however they did break something that was unrelated to the reason for my visit.  It then took them 3 months to fix the part they broke because they did not order the part until I called and complained for the 3X time.  I am not happy with the lack of communication from Hyundai.  I had to contact them multiple times to get them to fix what they broke.  I also had to take time away from my job to bring my car back to them to fix what they broke.  UNACCEPTBALE!  I will NEVER buy another HYUNDAI CAR/SUV nor will I ever endorse Hyundai to family, friends or colleagues.  I will be suing Hyundai for the burning oil issue! Thank you for NOTHING! 

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

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my second attempt at filing this complaint. In summary - Bought a car from this company in December and they inserted items such as a maintenance plan for over $**** that had not been discussed, as well as additional charges for a tire warranty that had already been negotiated as part of the purchase price. They also did not give all the incentives advertised for the vehicle. They further lowballed the trade in (giving a "fair value" to a brand new 2023 ************** with **** miles on it) and tried to force me to purchase the perma plate. I liked the salesman so I really chalked up the behavior of his "manager" as negotiating tactics - but later found out about them slipping in items that had never been discussed. At signing, they have you sign on a small ipad and keep hitting "next" going to the next signature line. Then, they do not give you a copy of the docs on paper, but rather hand you a thumb drive. It was only when I got home and put the drive in the computer the next morning to load everything did I see the hidden add-ins. This was the second time me going here and after seeing that, I put in the thumb drive from my previous deal to see that they had done the same thing. The only saving ***** for the first issue is I did get the credit back when buying the current car - but this time, I called them on their nonsense. Although they state I am getting a refund - I have yet to see it. In my opinion, they are liars and cheats.

  

  Business response

  01/29/2024

  We have canceled ************************** products that she purchased, and a check was issued and will be sent to HMF and applied to the balance of her auto loan. We also refunded her $500 as a good will gesture. We did give her all incentives that she qualified for. Dealers do not have the flexibility to not give manufacturer rebates that are due to customers. We are sorry that she feels as though we are liars and cheats. We strive for the best customer satisfaction possible, and we have given ********************** everything that she has asked us for. We do provide all deal documents via a thumb drive however we are always happy to print paperwork for our customers who prefer that. We have attached a copy of the refund check sent to the customer as well as the cancellation check sent to HMF.

   

  Customer response

  01/29/2024

   
  Complaint: 21166352
  
  I am rejecting this response because: The "cancelled" checks do not appear cancelled.  The only one that is cancelled is the one I received for $500.00.  Hyundai has not reduced my payments or shown any reduction in the amount I owe them as shown on my account:

  Welcome *************************************
  
  2024
  KONA
  VIN: *****************
  Account: 
  *************************
  ADD ACCOUNT
  See account infoView statements
  Total Amount Due
  $0.00
  MAKE A PAYMENTEnroll in AutoPay | Manage
  Payment Due Date
  02/29
  SEE PAYMENT HISTORY
  Change Due Date
  Estimated Payoff
  ******
  REQUEST PAYOFF QUOTE
  Payment Tracker
  
  59 payments left
  Retail Terms
  Retail Maturity Date: 12/30/2028
  Regular Payment Amount: $675.00
  Principal Balance: $36,098.49
  Federal APR: 3.99%
  Contract Start Date: 12/16/2023
  Payment DefermentYour Dealer
  HYUNDAI OF NEW PORT RICHEY
  ******************
  NEWPORT RICHEY, **, 34652
  Phone: ************
  Fax: 727-203-7300Payment History

  The above is the information straight from my account information.  

  Hyundai of New Port Richey has not satisfied its obligation to date as far as I am concerned.

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

  

  Business response

  01/31/2024

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

  We provided you the check copies in our prior response so that you could see that they were issued.  We did not have canceled checks to provide. The attachment was labeled "cancel check" because it was a product cancellation check. That is just an internal label on our end. As stated in our prior response the check was cut and then sent through for signatures and review and then sent via ***** to HMF. 

  The ***** tracking# ************ shows the package was delivered today at 8:58am. I would give HMF at least 3-5 business days to get the check applied to your account. They will not discuss your account with us; however, you can call their customer service number for updates on them applying the payment to your auto loan. Their phone number is *************. 

  Please accept our apologies for the confusion. 

   

   

   

   

  Customer response

  02/01/2024

   
  Complaint: 21166352
  
  I am rejecting this response because:  Hyundai Motor Finance has no payments and I will not accept the response until payment has been received and deducted from my balance.  The attempts of New Port Richey Hyundai to twist the truth remains evident, especially with their assertion that they had attached "cancelled" checks - which were not cancelled at all.  They knew that and used that word as if they had satisfied their obligation.  They have not.  They fooled me from the beginning and then, instead of giving me a new contract the very next day after I purchased the car - lied and said that Hyundai already had the contract.  Then, they made me "cancel" items that they forced upon me without my knowledge and then hid behind the cancellation as if it was me just being fickle and changing my mind.  They are liars and cheats and I have turned them into the attorney general.  The attorney general has forwarded the information to the ****************************** as well as ****************** of Vehicles (or Highways?).  They are an unscrupulous company and I will not stop until this matter has been satisfied.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  11/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  As I was looking for a used car, they came up as an option and had some good prices. As I was talking to them and getting information about the car I was interested in, I was given a quote by them that included extra fees that I had to pay outside of dealer, tax, and tag and title. These were not included in the advertised price and they admitted they did this so that they could advertise lower prices. While reading ******* Statute ******* (16), I believe this violated said statute and falls on the side of false advertising. Although said fees were disclosed in a fine print section at the bottom of their webpage, the statute says it needs to be included in the advertised price and was not. In the photos provided, it is the Recon fee and the Cert fee I am referring to

  

  Business response

  12/11/2023

  Used vehicles are electronically priced the day the vehicles are traded and do not reflect any reconditioning expenses or additional fees until these services are performed. All previously owned vehicles are different and require different levels of costs ( tires, paint, certification inspection, etc). Every dealer website I reviewed has a similar disclaimer and suggests the consumer call for details. We apologize for any inconvenience this has caused the consumer and would be willing to be flexible if we can be of any service moving forward.

  Customer response

  12/12/2023

   
  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

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New car purchase and the car was not inspected pre-delivery which if it was inspected as its supposed to be, the computer issue and switch malfunctions would have been caught prior to me leaving with the car. Even though they are willing to fix it i do not want this vehicle as it was brand new and should have never taken place. The car still was wrapped from the factory upon pulling it up to main lot for purchase.

  

  Business response

  10/12/2023

  *************************** had an issue with her new car, wire harness and switch. Under Warranty the replaced it and it corrected the issue. She refused to pick up her car for about 2 weeks.

  In that time she asked us to trade her out and We offered her the same new Vehicle and keep her payments the same with No Money down.

  She refused and want a more expensive car with a lower payment.

  After she refused she said she is getting an attorney and wants to file Lemon Law.

  Customer response

  10/12/2023

   
  Complaint: 20605931
  
  I am rejecting this response because: It isnt accurate. I went down to the vehicle and test drove it and the lane assist wasnt working properly so they kept it and told me it would be ready in 2 days. The vehicle was only left because there was an open case with Hyundai Corporate and a possibility of a buyback. They did not offer the same vehicle as a replacement as it was missing features that my current vehicle had. They were also going to take a extended warranty that was hidden in my contract as a down payment. So I was not paying the same thing and not getting the same vehicle. After Hyundai refused a buyback and pulled my rental vehicle forcing my hand to pick up the car. The car is in my possession, however, the wireless charger is not working and I notified the service manager via email and also showed him when i picked up the car. The next day I drove the vehicle and had the gps/main screen freeze up several times. I still believe this car has problems and had no response from the email sent the day after pick up. I was also promised payment assistance and never received it. I sent a certified lettered to the principal and registered agent. Awaiting response. I also had the chance to review the contract and it is full of errors and missing signatures and fraud.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a paint situation that needs to be fixed with Hyundai due to a manufacturer defect and they have denied my claim because my car is out of warranty. that is not fair to me at all because I been with this claim for 8 months waiting on an answer!

  

  Business response

  08/22/2023

  My records indicate this vehicle was purchased in ********** and the first visit here was 8/14. Claim was denied by the manufacturer as the original warranty was extended from 36 to 72 months for the paint. Customer has 89 months of ownership and is outside the coverage.

  This is an inherent issue with white paint and I suggest the customer call ********************** Consumer Affairs ************** and open a case. We can resubmit for coverage once we have a case number.

  This complaint should not be reflective of the dealership as we do not warranty the vehicles and only hope we can assist in getting our customers satisfied.

   

  I will reach out to the customer.

   

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

• Initial Complaint

  07/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Finance Manager entered incorrect VIN for the car I purchased. Wrong number continues to appear in my Hyundai Finance account. Finance Manager failed to apply "giant discount" of $1500 on purchase price. He issued a check request on ************* form promising to deposit that amount to my Hyundai Finance account within 1-2 billing cycles. 4 months later no payment.

  

  Business response

  08/11/2023

  ****************** has confirmed that the $1500 payment has been made. We are very sorry for the lengthy delay and inconvenience.

  Please close this file.

  **** "****" ******

   

   

• Initial Complaint

  07/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 7/15/23, I saw an ad on Hyundai of New Port Richey's website for a 2021 GMC Terrain priced at $23,900 before tax, title, fees, etc. After a test drive and 2 hours at the dealership, the final price came back at $30,816. This is a $6,916 difference or 30% increase in total cost. I am attaching the ad from their website and the written quote they gave me. You can see the breakdown of their pricing in the attachment. The bottom line is, tax is less than $2,000 for this vehicle in Pasco County *******. That means that all of their other undisclosed fees in the fine print add up to approx. $5,000 or a 23% increase in cost. My complaint is that I believe they probably violated state and federal laws protecting consumers from false advertising and bait and switch tactics. Specifically, ******* ****************** Trade Practices Act (FDUTPA) and Section 5 (a) (1) of the ************************ Act.My question to the BBB, and what I am also asking FLHSMV and the *** is......how much is the dealer allowed to alter the advertised price before it becomes illegal? I think my scenario is especially vulgar and egregious, which is why I am filing this complaint. You cannot draw people in expecting a price, and then alter the price considerably. That is the very reason why consumer protection laws exist.The ad was still up last time I checked, still drawing people in for the bait and switch.The Sales Manager ******* admitted to me on the phone that everyone uses these tactics, and if they did not, they would lose business to their competition. So they are not denying it, but openly admitting it. Most reasonable people expect the reasonable charges that are often hidden in the fine print. What this dealership did was deceptive and unethical, and if they did not break any laws, then the laws are worthless and there is no protection. My desired resolution is that they apologize and take down the ad so no one else is a victim. After that, I want no further contact with them.

  

  Business response

  08/11/2023

  ******************** file has been updated to "Do Not Contact" and the vehicle is no longer listed for sale.

*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. ↩