Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2017 Hyundai Tucson from Universal Hyundai in *******. Within three years, the paint began fading. Earlier this year, Hyundai agreed to repaint most of the vehicle, with me covering 10% of the cost ($1,500).On 3/4/25, I personally dropped off my car at Universal Hyundai. From the start, the staff was dismissive and unhelpful. Despite this, Service Advisor ***** assured me the repairs would take 12 ******** the second week, I had received no updates and had to call repeatedly for information. I was eventually told the car would be ready by 3/20. However, when that day arrived, I received no communication. After more calls, I was finally informed the car would now be ready on 3/25.Again, on 3/25, I received no updates, and my calls were ignored. I had to visit the dealership in person, only to find that the staff was confused and unable to confirm my cars statusor even its location.***** promised to call at 8 AM on 3/26 with an update. That call never came. After repeatedly trying to reach someone, ***** finally responded after 9 AM, saying he would have an update later that day. However, I still received no concrete information, and my requests for a loaner vehicle were ********** also appears the dealership is deliberately avoiding my phone number, as I have only been able to reach someone by using a family members phone.This situation has left me without my car far longer than promised, with minimal communication from the dealership. I seek immediate resolution, including the prompt return of my fully repaired vehicle, a clear timeline for completion, and accountability for the dealerships poor communication and service.I appreciate your time in reviewing my complaint and would welcome any assistance the Better Business Bureau can provide in holding Universal Hyundai accountable. Please let me know if further details or documentation are needed.

  Business Response

  Date: 04/16/2025

  We understand the customer's concern; however, the approval and painting and parts order process has taken longer due to the vehicle being out of factory warranty. This repair was completed as a goodwill gesture by Hyundai *************. In such cases, rental coverage is not provided by Hyundai. The repair totaled $7,304.18, of which Hyundai covered 90% as a goodwill contribution and customer participation was $787.60 . This was a significant repair, involving almost a complete repaint of the vehicle and can take 2 to 3 weeks depending on the size of the repair and we ensured all work met the manufacturers standards. We have fully assisted the customer possible and unfortunately, will not be able to provide any additional assistance or further promises.
  Thank you for your understanding.

  Customer Answer

  Date: 04/17/2025

  My concern is the aversion to communication from the dealership, which forced me to instead communicate directly with the body shop (whose **** similarly didn't understand why Universal Hyundai was dodging my calls and evading communicating updates). I understand that delays in work sometimes happen, but nothing was communicated to me. Even when I went in person, my concerns relating to transparency were neglected, which the staff seeming to not know who was handling the vehicle or, indeed, where the vehicle might've been -- thus leading to myself and legal counsel to ****** that they had lost the vehicle.
  
  The entire experience was reflective of poor etiquette and a far departure from what should be expected between B2C decorum. Not having a vehicle for a month without having any updates as to when I might receive my vehicle has impacted the lives of myself, my wife, and my children during nearly the entirety of March 2025. I was told 1-2 weeks, and it was for this duration that I planned around my work schedule and so on. 
  
  All Universal Hyundai had to do was provide communications and updates to me so that I'd have been able to plan for the continued absence of my vehicle.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23120006
  
  I am rejecting this response because:Date Sent: 4/17/2025 9:19:05 AM
  My concern is the aversion to communication from the dealership, which forced me to instead communicate directly with the body shop (whose **** similarly didn't understand why Universal Hyundai was dodging my calls and evading communicating updates). I understand that delays in work sometimes happen, but nothing was communicated to me. Even when I went in person, my concerns relating to transparency were neglected, which the staff seeming to not know who was handling the vehicle or, indeed, where the vehicle might've been -- thus leading to myself and legal counsel to ****** that they had lost the vehicle.
  
  The entire experience was reflective of poor etiquette and a far departure from what should be expected between B2C decorum. Not having a vehicle for a month without having any updates as to when I might receive my vehicle has impacted the lives of myself, my wife, and my children during nearly the entirety of March 2025. I was told 1-2 weeks, and it was for this duration that I planned around my work schedule and so on. 
  
  All Universal Hyundai had to do was provide communications and updates to me so that I'd have been able to plan for the continued absence of my vehicle.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am filing a complaint against Hyundai ************* regarding my 2013 Hyundai Veloster (VIN: KMHTC6ADU169815), case number 40517085.Despite several visits to Universal Hyundai, my vehicles issues have not been resolved. In December 2024 and January 2025, I brought the car in for repairs, including a misfire and a catalytic converter issue. The dealership failed to conduct thorough diagnostics, and I later learned my vehicle is eligible for an extended engine warranty covering connecting rod bearing failure.However, Hyundai has delayed processing my warranty claim, and after having the catalytic converter repaired, I was forced to return the car due to continued engine failure. I am requesting that Hyundai immediately replace the defective engine under warranty, as promised, and resolve this matter without further delay.Thank you for your attention.Sincerely,******* ********* Email: ********************** Phone: ************

  Business Response

  Date: 03/26/2025

  Mr. ********* has brought his vehicle in for multiple repairs. Due to the age and mileage of the vehicle, it is out of warranty. Each visit has presented different codes stored in the computer memory, which have been addressed accordingly. I understand that Mr. ********* wants us to replace the complete engine under warranty. However, the engine warranty extension only covers connecting rod bearing failure. At this time that component is passing the test, so we cannot proceed with replacing the engine. Due to the vehicles age and mileage, certain components will naturally experience wear or malfunction over time.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23038157
  
  Thank you for your response regarding my Hyundai Velosters engine issues. I would like to formally request that my engine be replaced under the extended warranty, as my vehicle meets the eligibility criteria and is experiencing symptoms consistent with engine failure.

  
  1. Warranty Eligibility: Hyundai corporate has confirmed that my vehicle qualifies for the extended engine warranty covering connecting rod bearing failure up to ******* miles. The P1326 code is directly associated with this issue and has led to full engine replacements in similar cases.

  
  2. Severe Symptoms Indicating Internal Damage: My vehicle has experienced a flashing check engine light, stalling, and loss of power on the highwayall signs of significant engine failure. These issues persist despite previous repairs, which suggests an underlying mechanical defect rather than normal wear and tear.

  
  3. Testing & Diagnosis: You mentioned that the connecting rod bearing passed the test. I request detailed documentation of the specific tests performed, along with the results. Given my vehicles symptoms and the P1326 code, further inspection should be conducted to ensure the engine is not at risk of failure.

  
  4. Request for Engine Replacement: Since the symptoms align with known warranty-covered failures, I request that my engine be replaced under the extended warranty. Hyundai has replaced many engines under similar circumstances, and I believe my case warrants the same resolution to ensure my vehicles reliability and safety.
  
  
  I appreciate your time and consideration and would like to move forward with the necessary repairs as soon as possible. Please provide confirmation of the next steps for scheduling the engine replacement.
  
  
  Best regards,
  ******* *********
  
  

  
  

  Business Response

  Date: 04/07/2025

  The vehicle does have an engine warranty extension (TXXM). This warranty covers engine repair or replacement for damage or malfunction related to connecting rod bearings. If the check engine light is illuminated due to *** P1326, a specific diagnostic strategy outlined by Hyundai must be followed. These procedures cannot be modified or substituted. If there is an engine noise or internal engine issue not directly linked to connecting rod bearing failure, the warranty extension will not apply; however, in most cases, we will submit diagnostic information to Hyundai for review, and their ********************* will determine whether to approve or assist with repairs. Details regarding bearing clearance testing, including specifications and test results, are controlled by Hyundai and are not publicly disclosed. If the test passes, fails, or encounters an error, the diagnostic software automatically sends the data to Hyundai. Occasionally, *** P1326 may be triggered by external noise, causing the engine or a component to produce a knock or rattle-like sound. In this case, the *** was first set due to engine exhaust restriction caused by a failed catalytic converter. On other occasions, the procedures for P1326 outlined by Hyundai were followed. This vehicle was diagnosed with a failure in the cylinder head, which Hyundai has determined is not covered under the warranty extension as it falls outside the warranty period by time and/or mileage. Currently, this vehicle has not exhibited any failures to the connecting rod bearing, for which the engine warranty extension is in place. For this warranty extension, engine replacement is considered only if the bearing clearance test fails or the crankshaft is seized, and Hyundai has reviewed the diagnostic pathway and deemed engine replacement necessary. All diagnostic data is reviewed by Hyundai and can only be authorized by them. The dealership is not responsible for approving or denying engine replacement under these guidelines. We are following Hyundais procedures for this concern.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23038157
  
  Thank you! I will see you in court. A lawsuit has been filed and summons has been served. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Universal Hyundai ************** Date of transaction: work order opened 2/27/25; work ordered closed 3/4/25 Summary: Vehicle towed in for recall# **V528000. Facility advised of diagnostic charge to confirm cause of no start. Without my authorization, they performed replacement of fuel pump assembly (claiming it was a warranty repair rather than a recall) and found engine had a misfire. They also cleaned the spark plugs to address misfire without my authorization. They called me to advise the cost of services performed would be $450.88. I refused to pay additional charges that I did not authorize and I also requested to not pay for the diagnostic as the fuel pump assembly was not a warranty item but a recall. They agreed to remove all charges. I picked up my vehicle on 3/4 and it took them about ***** mins to bring my vehicle to the drive for pick up as it would not start. I asked the ****** if the vehicle would make it to my destination and he stated it had been sitting for a while and the battery just needed to recharge. Tried to start my vehicle today 3/5 and it will not turn on. Seems like the battery is drained and now needs replacement. Went in for a recall and left with the vehicle still not starting for a totally different issue.

  Business Response

  Date: 03/27/2025

  During the initial inspection, the technician examined the battery, starter, and fuel system. At that time, the battery passed the test, and the technician confirmed that the issue was with the fuel pump, which was under warranty. As part of the inspection, the technician also checked the spark plugs and informed the customer that they were incorrect, recommending the manufacturer-specified ones for the vehicle. A vehicle battery is classified as a maintenance item, and its failure cannot always be predicted. In this case, we have no record of the customer returning after the initial service, indicating that the vehicle was not starting . Now 22 days later the vehicle is not starting again. We are willing to provide a free diagnosis at no cost to the customer and offer a discount if a battery replacement is needed if it is the pump again customer have 12 months or ****** miles warranty on the high-pressure pump. 

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a dealership appointment at 7am on Wednesday, February 26th when I made the appointment I asked how long it would take for the safety recall (backup cameras) and checking the malfunctioning seat warmers. I was told around 2 hours if first morning appointment. I came in checked in my service advisor was *****. I explained all and told him that I would be in the waiting room and had to leave at the 2 hour ***** He said that would be fine because they had no parts to fix the recall and all they have to do is take pictures and order the part and I was on a list of around 100 people so it would be a really long time before the part even came in but the service this morning should be fairly fast with just the photos and the seat warmer inspection. At 9am (2 hour ***** I had hear nothing) so I checked the app and it said that I had dropped off the car vs waiting and estimated finish time was 7pm I immediately sent the advisor a text to which he never responded. When I walked out and asked him he simply said that those message do not go to him. I asked him to confirm the backup camera photos had been taken and I would address the seat warmer when I came back for that part. He confirmed they had done it and taken all of the photos. I asked him to provide me a print out so I have confirmation of some sort. He did. I left. I then get an email saying I missed my appointment, called to find out that he lied and said they did nothing I said I had to leave and would reschedule. I have now lost 3 hours of work and will have to go through the process again I travel each week for work so likely it will be a month or two before I can have this fixed I need them to compensate me and remedy this situation

  Business Response

  Date: 03/24/2025

  Ms. ******** made an appointment for Tuesday, the 27th, at 7 AM for a recall and a concern regarding the seat heater not working. The customer was advised at the time of the write-up that the repair would take a few hours because the vehicle needed to be diagnosed by a specialist. The recall also required an inspection to order the correct part. At that time, the only action that could be taken was to perform the inspection and order the camera.
  At 9:30 AM, the customer requested their vehicle back, but there was not enough time for a proper diagnosis, so they took it back. While I understand the wait time can be frustrating, the technicians need sufficient time to diagnose and repair the vehicle correctly. I also understand the inconvenience caused by the message stating that the vehicle would be ready at 7 PM. Unfortunately, this was a system error affecting multiple customers, but we have since corrected it. For the next visit to install the camera, we will provide a courtesy loaner vehicle while we complete the repair. 

  Customer Answer

  Date: 03/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle on 8/23 that was given a emissions test before selling which it passed on Aug 15th the engine needed replacing. Universal Hyundai installed a brand new engine when I picked up the vehicle on 9/24 less than 24 after taking possession of the vehicle and several times in the following weeks. I contacted them advising that there were problems. They either blew me off. Or stated, I would have to pay additional money for them to see what the problem was. Continue to contact them advising that the engine was not installed properly and running to rich and needed to be fixed since it had a 12 month ***** mile warranty. Finally, the service manager agreed to look at it. After I only had the vehicle for 1 month. Upon inspection The engine needed to be replaced again because I drove on it for a month with it installed improperly. after a lot of arguing and getting Hyundai corporate involved, they finally agreed to replace the engine and ended up replacing exaust manafold UP TO the catalytic converter due to damaged caused from the engine they installed but now they're saying that the catalytic converter is bad and that I have to pay a $1000 or the new engine will not have a warranty. It passed an emissions test which it can not do with a faulty catalytic converter before they took possession of the vehicle and replace the engine the first time. The only reason the catalyst converter needs replacing now it's because i drove on it a month with the engine installed improperly and running too rich because they refused to look at it without money that they knew i didn't have. I should not have to pay for damage caused by their actions.

  Customer Answer

  Date: 01/25/2025

  I went to pick up my vehicle today. Since I can't afford to replace the catalytic converter and they present me with a new list of things wrong with it. Which I have attached you will see about the 2 invoices. I picked up the vehicle on September 24th I contacted them on September 25th and told them something was wrong.  That I don't think the engine was installed correctly.

    the original engine was misfiring, throwing code 0303 and cylinder 3 is the cylinder that was miss firing on. It was dropped back off to them on November 19th.  I had it from September 24th to November 19th. They're showing cylinder to 3 misfiring code.

   0303, which leads me to wonder if they even replace the engine after charging $12000.  In addition, they presented me with a 3 page list of things. Totally close to $8000 of things that are critical and needs to be done to the vehicle. At my expense. I asked the service manager "yesterday i was told just the catalytic converter where all the other stuff come from?", he said." Well, we always do a full inspection.  To make sure everything's right before we give it back to the customer". I said "so, you didn't do that last time". And he said "yes, we did". I said "so when I picked it up last time on September 24th there was nothing wrong with it?". He said "yes, ma'am." I said "so I drove it with the engine you installed from September 24th to November 19th and now all this stuff's wrong with it and I'm responsible for it?" and he said yes.  They're not going to do anything else so now I have a vehicle that I played close to $30000 for it if you count the repairs that's no good. 

   I really want someone to explain how if there's absolutely nothing wrong with the vehicle. On September 24th and I drive it with (to use the service manager's words), a bad engine that hyundai provided to them  that they installed and I drive due a little over a month and now all this new stuff's wrong with the car. Now, how is that not their responsibility? The engine they installed caused the additional damage so either  whoever supplied the engine or whoever installed the engine is liable to pay for all my repairs.

  I'm also including a picture of oil in my air filter and filter compartment that I sent to them after I picked up the vehicle on sep 24 that they blew off.

  Business Response

  Date: 01/27/2025

  The first engine that we installed was defective and we have submitted through part warranty through Hyundai and it got approved, when the car arrive it wasnt driving properly and we couldnt and wouldnt have known if there was anything else wrong with the car, so we were unable to  know if there was anything wrong with the car at that moment, after the new engine was installed , we took the car for a test drive and we noticed a lack of power and our tech trouble shoot the car and found the catalytic converter was clogged. We went and submitted under Hyundai goodwill assistance and Hyundai approved to pay 50% of the repairs and the other 505 customer responsibility, catalytic converters are a maintenance item by milage and with time will go bad, at this time the catalytic converter is not related with previous repair.  As a dealership, we have helped the customer with all the rental expenses that was not covered under warranty even though when she returned the rental it didn't have any gas and was dirty which violated our rental policy. We have tried to go above and beyond by asking Hyundai for assistance, Service manager has inspected the car with the tech and the catalytic converted is not related to the repair.  

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22850456
  
  I am rejecting this response because:

  I was rolls that after the FIRST engine was installed it was checked and nothing else was wring with it. Then I drove it on the defective engine you installed for a little over a month and now it needs the 3 page list of items you have me when I picked up vehicle after 2nd engine was installed. So nothing wrong after you installed first engine that according to your was defective and a little over a month later all this other stuff is wrong.  It had oil in the air filter and air filter chamber a week after you installed the first engine,  that would explain the exaust problems caused by engine you installed. 

  Ask for rental car.That's a flat out lie  returned the first vehicle clean with a full tank of gas.The second vehicle I returned cleaned with half the tank of gas.Because that's what was in it when it was given to me by *****. I even took the thing through the car wash.And vacuumed it so I know it was clean and I have the receipt from that.
  
  Sincerely,
  
  ********* *******

  Customer Answer

  Date: 01/27/2025

  If the engine you installed was defective And the vehicle wasn't running properly for you to check anything else then why was it released to me indangering my life?

  Customer Answer

  Date: 01/27/2025

  According to my paperwork rental was paid by warranty. 

  So either your admiting you installed the first engine and didn't even bother to test drive to make sure it was installed and working correctly and as a result it messed up the other components or you did test drive it after install and nothing else was wrong with it the first time meaning everything wrong now is a direct result of a defective engine. 

  After first install I notified you there was oil in air filter I have attached days and time stamped photos showing you didn't even bother to check or change but oil in air filter also causes the other problems and can only come from the engine not working correctly.  

  According to paperwork supplied by you it wasn't test driven either time since incoming and outgoing odometer reading are the same.  

  Business Response

  Date: 01/27/2025

  Upon installation, the engine was fully operational and functioning as designed, ensuring that there was no risk to anyones safety at that time. The engine failure occurred ***** miles and approximately three months after the repair, which is why Hyundai has approved the replacement of the engine only. Had there been any error on our part, the vehicle would have likely returned to us sooner for service. We take customer safety seriously and would never knowingly put anyone at risk.
  

  Customer Answer

  Date: 01/28/2025

  Yet another lie.  I picked up the vehicle on sep. 24, notified there was a problem on sep 25 and several times after and you took the vehicle back into service on Nov 19th where are you getting 3 months???

   And if the vehicle was checked then you know I had no additional damage to my car on sep. 24th  which I do now because of that engine

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally address an issue regarding the financing of a vehicle I purchased from Universal Hyundai on November 23, 2024. Vin #*****************. Upon reviewing the Retail Installment Sale Contract on November 26, 2024, I noticed a discrepancy in the vehicle price. The contract lists the vehicle price before sales tax as $53,744, however, the **** window sticker indicates the price as $50,020 (including the added features). Additionally, I had reached out concerning an extended warranty that was added to the contract. I contacted ****** ******, Finance Manager ************************************* and **** *****, General Manager ************************************ via email. On December 2, 2024, ****** confirmed that the extended warranty was canceled, after I electronically signed the cancellation form. He also mentioned that he would follow up regarding the vehicle price discrepancy.On December 6, 2024, I sent another email to follow up, as I had not received a response. Ramces replied, stating that he would be in the office on December 7, 2024, and would get back to me. Unfortunately, I have not received any further communication.Given the lack of response and resolution, I am seeking assistance from the Better Business Bureau as the first step towards resolving this matter.I appreciate your prompt attention to this issue.

  Business Response

  Date: 12/20/2024

  Attached above is paperwork showing the customer signed and agreed to the overall price of the vehicle he purchased. We would never willingly deceive our customers like this, pricing is all included in the paperwork/ flash drive given to the customer after the deal is finalized. If the customer has any other concerns about pricing I would suggest coming in to get a clear answer while someone is looking over their paperwork with them.  

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22671163
  
  I am rejecting this response because: I would never have purchased a vehicle if I had known it was marked up nearly $3k from the **** however this appears to be a battle I will not win. 
  

  I do need the company to confirm the cancelation of the extended warranty and confirmation that the funds were returned to the lender as I called them and they still do not show the amount as a payment towards the loan balance. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding Universal Hyundai in ******* due to their unacceptable handling of my vehicle and poor communication. My vehicle has been with the dealership since October 5th, 2024, for an engine replacement under the **** recall. I was informed that, upon repair completion, the vehicle would be transported to my home in **************************** of November 21st, 2024, I have yet to receive my vehicle. Despite my repeated efforts to get updates, there has been no meaningful communication from Universal Hyundai. Additionally, Hyundais claims department, which is responsible for coordinating the vehicles transport, has stated they have been unable to reach the dealership to facilitate the process.This lack of accountability, transparency, and follow-through is completely unprofessional. It has caused significant inconvenience and undermined my trust in Universal Hyundai as a representative of the Hyundai brand.Desired Resolution:I request:An immediate explanation from Universal Hyundai about why my vehicle has been retained for over six weeks after repair completion.Clear communication and coordination between the dealership and Hyundais claims department to finalize and expedite the vehicles transport to my home in ***************A timeline for when I can expect my vehicle to be returned to **** hope this matter can be resolved promptly, as the current situation is unacceptable and reflects poorly on Universal Hyundai and Hyundai as a whole.

  Business Response

  Date: 12/11/2024

  Our Hyundai customer service *** has already reached out so we can help our customer. 

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase this Hyundai hybrid ****** 2yrs ago and its been in and out the dealership for 8 months and counting on and off. I was told by my previous adviser Hyundai was fully covering the cost then she gets fired and Im told no I have to pay $4,500 out of pocket then dropped to $3,300 by a new advisor.I looked up my vehicle and theres class action lawsuit and recall on the engine yet Hyundai saying no there isnt I feel they should cover the full cost of this because again the vehicle is been with them in there possession getting fixed for basically a 3rd of the time Ive owned the car its always something with the car worst purchase Ive made because of it.first it say for 6 months not even a year into owning it then 2 1/2 weeks in sept 2024 then 5days later I had to take it back and its been there sincethey have yet to even tell me exactly whats wrong with the car just that the engine needs to be replaced havent seen any documentation or anything From them This is what Hyundai motors wants me to sendYou have indicated you would like repairs to be covered under the vehicles TXXM extended warranty. To investigate your claim, we have reviewed the vehicles repair history, active service contracts, and interviewed the dealership. Based on that evaluation, we do not believe the engine repairs fall under the engine extension warranty. Specifically, it appears after oil inspection and bearing clearance completed, the engine repair assistance will be provided under service campaign T6g. Hyundai ************* offers to assist with engine replacement up to 65 percent.

  Business Response

  Date: 11/15/2024

  Hyundai manufacturer has been in contact with this customer previously. The manufacturer has spoken to us and decided based on all the factors they do not believe the engine repair falls under the engine extension warranty. The manufacturer has let the customer know that they are offering to assist with engine replacement up to 65 percent and that this was their last offer. We can not help in assisting with the repairs seeing as the customer has not responded to the manufacturer. 

  Customer Answer

  Date: 11/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and seems nothing else I can do and was a waste of time 
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a GV70 from Universal ******* in *******, ** on June 10, 24. The hood was misaligned. Notification of defect was 6/13/2024. I sent photos/videos to service & **** asked me to bring it 6/17/24. ********** said hood misaligned. **** said she was unsure if they could correct it there or would need to go to a bodyshop . I immediately said to both that I did not want car painted & find me another car. Both assured me it would not be painted for this. I said absolutely that it better not be painted or replace the car. Weeks later I located the car at the bodyshop & was told it was prepped to be painted. I explained that I had stated at dealership several times. I spoke with the bodyshop days later & he said not only was it painted but body parts were replaced. Dealership invoice was blank showing no work was done & back dated to 7/10/24 as returned to customer & returned 8/5/24 & i found 17 parts in my car not put back on. I have made over 80 calls to the ********************* continued to say it was not painted. 8/26/24 I went to the bodyshop to obtain the invoice of what had been done. He said the dealership owned it & paid him so he could give it to me but said he replaced hood, painted hood, side fenders & more. I owned the ******* had not signed a work order for him to do this & that the dealership was told i would not accept a painted car. I went to dealership in person & said told you numerous times not painted. I called bodyshop on ***************** stated he painted car & replaced parts. I requested of ***************** refused. They then said hood got dented before I bought it. Hood was not dented & called bodyshop back on speakerphone still in ************ said not dented. I have tried to resolve this for 5 months to obtain a replacement car& no one responds. I got ****** involve. Dealership said I would have to pay approx..$3,000 for replacement as mine has imperfections (painted/parts) & drove it. Documentation on everything & more through today.

  Customer Answer

  Date: 11/06/2024

  I went to ******* corporate about Universal ******* replacing parts on my brand new car, painting it and never doing the required recalibration to lane assist, blind spot monitoring, head light readjustment and all that must be done when all the extensive work was done. Universal continued to deny as previously stated in person and false documentation. **************** said that it did not qualify under for repurchase under the lemon law replacement from them that the dealership had my car more than 15-days since Universal invoice returned blank, not showing any work was done, said that it was brought in on 7/8/24 and returned 7/10/24. I have documentation that the car was not returned until 8/5/24. Fraudulent date used by Universal  The other filing for lemon law is allowing a dealership to make 3 attempts to fix the problem.  The replaced parts and repainted my car so there cannot be 3 changes to un repaint a car and removed all the new parts, etc.  ******* national said there was no record of any warranty even being done so not the 3 attempts. Regardless of what I said and documents provided he said that was something that I would have deal with with Universal "if" any of that happened even though i sent the proof to him. **************** did not want to assist and also did not respond to my email with additional questions.  I have a call log of over 80 calls to Universal, and I am sure there are several more but did not search every number isn my call log.  As i mentioned previously after being confronted with the bodyshop manager on ************ that he not only painted but out on new hood and other things. When service left and returned after speaking to someone in the dealership building the story then said that the hood was damaged during the drive from ******** to ******* to do the dealer trade. I said damage hard enough to shift a hood, no one noticed a dent so hard to move a hood, because it did not happed and I called the bodyshop back and he confirmed there was no dent or damage to the hood.

  I have attached my sales invoice also that shows the car they sold me had 10 miles on it. The dealer trade they did from Clermont dealership to Universal is a 35 miles drive. The purchase documentation also contain false/incorrect information.  When i inquired how a 35 mile drive only have 10 miles on the purchase paperwork. Just another blank stare without a response. There are state and federal laws that have been committed due to the documents I did receive as well as the documents i still have not, the repair shop bill showing all the work. A bodyshop has informed me of this as well as mil gaged the paint and not the same thickness, can tell the clear flake coat is not the same and the hood is still not straight, only less crooked.

  I have involved ****** national due to all of this as Universal was a ****** preferred dealership is why i went with Universal.  Due to all of this and Universal's failure to respond or provide anything, ****** has pulled the dealership out of its preferred car dealership program. That is how awful this is. I just want a replacement of a new car that I bought & reimbursement for the tint. I have not asked for anything more. The last communication from Universal after ****** contacted them was from a VP that told me if I wanted a new car it would cost me an additional $3,000 or more since this was had been driven (i said i brought it back day 3 so it wasn't and this 5 month nightmare i did have to drive this car). He said I could take it or leave it and that mine also had imperfections now, I said you mean new parts and painted. He said yes i said go ask service, that never happened they continued to say for over 3 months but i have the estimate but not invoice of what all was done. He then that was not relevant to continue to discuss - either bring in a check or cash to pay us to get a replacement car or keep the one you have.  I asked for the write up on this to see how they could justify the numbers as we are swapping cars and I am not trading in a car to buy a new one. He said he would email it that evening. I have never heard from him again either nor received any of the paperwork. The last time we spoke was on 10/17/24.

  Here is a list of just 80 calls I was able to find i made trying to resolve this, but i am sure there are many, many more I just did not recognize easily in my call log.

  I would like to involve *********** crews, legal, social media, any and all things available please for this fraud, lies and refusal to discuss or return calls or leave me on hold.  All I want is a new car, not asking for damages or filing suit yet as i continue to try to find help with you, the BBB, ******* ******** and ******. But as added, ******** denied since there are not records by Universal in the system and ****** has at least taken away their right to be a ****** preferred dealership, but I want a new to replace this one. The stress of this going on 6 months is taking a toll on me.

  Added in the recalibrations that should have been done when a hood is replaced on a 2025 ******* GV70 - all of which were never done since denied hood replacement, painting, auto braking, and the rest until the body shop said they even put on a new hood. 

  Thank you again for all your assistance with this.

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

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car began to have "shaking" issues when driving and I took it to Hyundai to complete a diagnostic test on 10/17/24. The test was completed that day, and I was informed that my engine is burning and leaking oil. My engine is the original one in the car and is under the 10yr manufacture warranty. However, Hyundai is giving me a list of thousands of dollars' worth of external things to fix before they proceed to go to the manufacture with their findings to get a new engine. In the meantime, I am without a car for almost a week now and I am told I cannot get a loaner car until the Manufacture gets back to Hyundai. I was also told that there was a "good faith request" put in on Friday 10/18 to the manufacture to get the "casket" and engine replaced under the warranty. When I called Hyundai customer service on 10/21, they said no such request have been made by the dealership. I was also informed that after not having a car for 3 days, Hyundai is supposed to work on giving me a temporary car. Also, if I have to rent a car, Hyundai dealership is saying they cannot reimburse me anything I would have to call customer service, even though the dealership are the ones who have my car. The same issues with the engine, is the exact same issues that Hyundai has countless lawsuits against them. I need my engine replaced. I need the issue at hand fixed under the manufacture warranty without any further games.

  Business Response

  Date: 11/15/2024

  We have tried to explain to the customer that the manufacturers warranty is ******* miles or 10 years. The warranty is valid until one of those two options are met. In this customers case their vehicle had ******* miles last time it was seen in our service department. Knowing all of this we have still submitted a good will assistance request for this customer. We now have to wait to see if the manufacturer can cover the cost of this repair for the customer.