ComplaintsforUniversal Hyundai

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had engine issues with my Hyundai Sonata 2016. There’s a recall and I was unaware of it. I went to the dealership to get assistance because my car was working perfectly and all of the sudden it started making noises and engine light, oil light and battery light turned on at the same time. I started looking for information and it looks like it’s a recurring problem with that car model and a lot of people had to get their engine replaced and Hyundai covers all the charges. I don’t have the money to get an engine replacement and I need a vehicle to go to work. I’ve being spending the little money I have on Uber so I don’t get fired and it’s very frustrating. There’s a recall and lots of people needing their engine replaced because a manufacturer issue. They didn’t even offered me the option of lending me a car while they were looking at mine. This is what they told me and I quote: “ Good morning, Mr. ****! We regret to inform you that Hyundai has declined the engine replacement for your Blue 2016 Hyundai Sonata. This decision was made due to an outstanding recall that was not performed prior to the engine failure. We apologize for any inconvenience caused.” Hope this message finds you well. Thank you for your time.

  Business response

  08/03/2023

  This repair was declined by the manufacture not the dealership.

  Customer response

  08/03/2023

  
  Complaint* ********
  
  I am rejecting this response because: I would need assistance on getting the manufacturer information so I can file a proper claim to them. 
  
  Sincerely,
  
  ******* **** ******

  Business response

  08/14/2023

  Consumer Affairs ************ [email protected] Provides answers to consumer inquiries regarding Hyundai vehicles or dealers and provide assistance with getting vehicle concern(s) resolved. Customer Assistance Center representatives are available Monday through Friday, between the hours of 5:00 a.m. and 6:00 p.m., Pacific Time. 

• Initial Complaint

  06/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This issue occurred on Tuesday, 6/14/23. My wife ended up paying $220 and nothing was done to fix the car. A fix on the 2 recalls the vehicle had AS well as fixing an issue with vehicles Air conditioning. My wife was told the issue would take 2-4 hours to fix. She ended up waiting at the dealership for almost 8 hours. This was way over the promised time. This is woman who is over 8 months pregnant for the first time and has gestational diabetes. She has to eat something every 2-3 hours. For her to wait that entire time is unacceptable. She was then told the recall could not be performed AFTER almost 8 hours waiting because of a low battery voltage issue on the vehicle. No fix was provided and the AC conditioning was also not fixed. She waited that entire time and what she was promised would be resolved was NOT resolved. She was of course not satisfied with this and was STILL charged $199 diagnostic fee plus taxes($220). She refused to pay this because her experience was so terrible. Hyundai attempted to resolve by The technician, his name was Dustin, said he'd speak with the manager. He came back 40 minutes later and said he can potential give a 10% discount. At this point, my wife was about to pass out from not eating and being there so long so she just paid whatever amount was charged and left the dealership. Almost 8 hours later with the same vehicle issues she came in with. Her name is ****** ********* and her vehicle was a 2016 Hyundai Tucson and her appointment was at 10:20am.

  Business response

  06/14/2023

  Customer ****** ********* came in yesterday for an issue regarding her 2016 Tucson's AC having some issues. Upon arrival we let her now there was a recall out for her vehicle as well as her advisor letting her know the wait would be a minimum or 3-4 hours. She was here for approximately 5 hours or so which is due to our dealership being high volume. Before taking her car to the back we needed to jump start it due to the battery dying. We preformed the diagnostic for her AC and informed Ms. ********* she needed a new evaporator and high pressure hose to fix the AC which is approximately $1700.00, which she declined to go forward with. With the vehicles current battery life the recall would be impossible to preform. In order to fix her vehicles recall it requires the cars battery to be changed. When we advised Ms. ********* to get a new battery she also declined. After declining all the work Ms. ********* didn't wish to pay the diagnostic that was already preformed on her vehicle. After talking to the General Manager he advised us to give her a 10% discount since the diagnostic was already preformed, leaving the final cost at $220. The Tucson's all out of warranty and Ms. ********* declined all the work it needs, resulting in the recall not being preformed either. Therefore, a refund will not be issued at this moment. However, we are more than willing to preform the work needed on the vehicle if Ms. ********* agrees to go forward with the work. 

  Business response

  06/20/2023

  To clear up any confusion, both recalls were performed. The only work that was not performed was the work that was denied, which was the vehicle’s AC and the battery. The reason why I initially said we didn’t perform the recall was due to a misunderstanding starting with the initial complaint. Quoting the initial complaint made “She was then told the recall could not be performed AFTER almost 8 hours waiting because of a low battery voltage issue on the vehicle. No fix was provided and the AC conditioning was also not fixed. She waited that entire time and what she was promised would be resolved was NOT resolved.” this gave me the understanding that nothing was performed and when I spoke to our service manager and asked him how a customer could leave without the recall being preformed and he explained with such low battery life it was pretty much impossible to perform the recall making me believe they weren’t. After further investigation I found out we were still able to perform the recall, it was just more time consuming since the battery kept dying, hence the time delay. On the customer’s copy of the invoice, it states both recalls were completed. In case it was missed, attached is a copy of the customer’s invoice, as well as two pictures where I highlighted where it states that we completed both recalls. As for the vehicles AC or battery issue, the work was denied, and any work wanted to be performed would come at the customer’s expense

  Customer response

  06/20/2023

  
  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. I still believe my wife should have some form of credit to help fix the issues on her car after such a long wait and bad experience. But I will do this work somewhere else. I will not be returning to this business, Universal Hyundai, again, and I will make sure anyone else I know does not come to this business because of these practices. Thank you,
  
  Sincerely,
  
  *********** *********

• Initial Complaint

  03/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On march 1st I took my 2013 Hyundai santa fe sport to the Universal Hyundai located at 12801 S orange blossom tr 32837. I specifically mentioned to them in the envelope to leave the keys that I was having issues with vibration coming from the front of my vehicle, also leaks in the radiator. I have changed the motor mount, but still having vibration. My agent Rnoda mentioned after they’ve performed a diagnosis once they put their factory parts in the vibration will go away. When it comes time to pick the car up she mentioned that the 3 of the bolts where loose they will need to rethread where they bolt goes. They promised me result. I approved to Rhoda to rethread only and only if this will certainly fix the problem for good. Weeks goes by Dustin, Rhoda’s co-worker told me the car was ready, once I got there I asked to check the car before I pay. Upon checking the car I noticed that it has gotten worst than I took it in after they rethreaded it. I asked to talk to a manager, Gregory the sales manager will not release my car unless I pay for the parts meanwhile the car has gotten worst than I took it in to begin with. Instead of finding where the leaks coming from the radiator they had me changed the whole radiator system. I told Gregory that I’m willing to pay for the radiator they’ve fixed, but it doesn’t make any sense to pay for the motor mounts when the car got even worst. He said they will take the labor off, but I have to pay for the parts. Which still doesn’t make any sense to pay for a part that still have the same issues I took it in with. This is the reason why I’m filling this complaint. I need my car to get it fixed somewhere else. Also, I’ve been ubering and car pool. Pay other people since then to get to and from work.

  Business response

  03/29/2023

  Good afternoon this customer was in my office regarding his vehicle. He brought us the vehicle with issues to correct. He approved to have motor mounts replaced his vehicle also needs additional parts to complete the repair the customer choose not to continue with the repair to his vehicle when he was told how much the additional parts would cost then wanted to return parts that had already been installed. We let his know that was not possible.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October of 2022 around the 20th of October to be exact our Hyundai Vrloster was making noises , the clicking noises were concerning and we decided to take the car to be checked out by the dealership since the car was stalling at times. When we arrived the technician named Rhoda was very rude from the beginning and didn’t care to answer any questions of concerns and told us the car would take two weeks before even looked at , we had no choice but to leave it since it was no longer drivable. Two weeks went by and no one called to update us until we called numerous times before someone gave us the answer that the car had been ready and nothing was wrong with it and to get a new oil change because the oil changes we were doing were not correct apparently. Hyundai made us do an oil change and the problem got worse. Now the check engine light is on and the car is stalling consistenly, he takes the care back to Hyundai and a supervisor looks at the car and says the car was not safe to drive and possibly the engine is bad. Come to find out the car sat there for two weeks when we first left it, no technician looked at the car because the service advisor argued with the car and lied about the car being good to go. That already is a liability letting my husband leave with a bad engine and saying it was inspected when it wasn’t. They provided a loner car upon arguing with them for hours because at first the claimed they couldn’t provide a loner car. Fast forward to December Hyundai is asking for the loner car because it was losing value leaving us with no form of transportation. They have treated us terribly and now the engine that got sent to replaced for our old one is a faulty engine as well meaning the car has to be there longer and we still have no car, they don’t answer our calls, and continue to be dismissive and careless of all the money we have lost due to their irresponsibility. We are short $2,000 because of them and we still have to pay $800 to get a new engine.

  Business response

  02/10/2023

  Good afternoon this vehicle has a ******** engine approval from Hyundai of 85% coverage nothing is owed to the customer as the vehicle is not covered by factory warranty. We were able to get Hyundai to step in and help. The manufacture declined to provide a rental. ******** repairs are not eligible. 

  Business response

  02/10/2023

  Good afternoon this vehicle has a GOODWILL engine approval from Hyundai of 85% coverage nothing is owed to the customer as the vehicle is not covered by factory warranty. We were able to get Hyundai to step in and help. The manufacture declined to provide a rental. GOODWILL repairs are not eligible. 

• Initial Complaint

  01/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On July 22, 2022, I went to Universal Hyundai for service to my car. The check engine light was on and wanted them to see if they could fix it. They did a diagnostic on the car and said that the fuel injectors were bad and I needed to replace them. I ordered the parts, the fuel injector assembly and the fuel injector clips. I paid for the parts up front. The bill came to $738.68. Over the course of the next few months, I called them 5 or 6 times to check on the status of the parts. They always told me they didn't have the parts yet, and they weren't in the warehouse. Finally, on December 20, 2022, I went in to Universal Hyundai and asked for a refund. I went to the help desk, they sent me to the parts department and they sent me to the service department. A man in service, I believe his name was Garcia, took photo copies of my invoice and information and said he would forward it to accounting and they would get back to me. As of today, January 19, 2023, I have not heard anything or received any notifications from them. When I tried calling, they seemed confused and connected me with a voicemail for a person named Anna. I left a message. I would like your help resolving this problem. I would like my money back at this point. Thank you for your help with this problem. The customer number on the invoice is *****. The invoice number is ******.

  Business response

  02/03/2023

  The refund will be processed 2/3/23 should take 7to10 business to clear.

  Customer response

  02/04/2023

  
  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

  11/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I set up an appointment for my first oil change since I purchased my brand new car at Universal Hyundai. I spent four hours waiting on an oil change, the car mileage was never reset and windshield fluid was never added. I have a factory defect advice by the technician with my gasoline top cover that malfunction and the service lights comes on. I was told that they would fix it as the part was in stock after my oil change. It was never completed and ask to come back as it will be a quick fix with an appointment. I came back on 11/01/22 at 10am and it is now 1pm when I was notified by the service manager that there is only one Hybrid technician and that he called out sick and that it will be several more hours before anyone can look at my car to provide a diagnostic. It is poor customer service for a consumer to wait eight hours at a dealer with an appointment to get his car serviced. Furthermore I was told by employees how to fill out the customer service survey since it is not their fault, however who's fault is it to overbook, understaff and lie on wait times and then rudely tell me I can always go get my car service at another dealer, we'll I would have prefer to spend my $45,000.00 at another dealer who is more competent and customer service friendly. This car has a defect from the manufacture and is only several months old, this is the worse customer service I have ever received.

  Business response

  11/18/2022

  Business Response /* (1000, 5, 2022/11/02) */ Customer was placed in a rental his vehicle has parts on order. Consumer Response /* (3000, 7, 2022/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The companies policies to have a customer wait five to eight hours each visit for service is not good business. My car seems to seems to have manufacture deflects with possible concerns of the "FL Lemon Law", I ask that this complaint remains open until my car has been fixed and in good standing. I expect clear, consistent and transparency throughout the repairs and services of my car. I also request additional customer service training to staff members on setting realistic expectations to consumers. Business Response /* (4000, 9, 2022/11/03) */ He can contact an attorney for that process we do not get involved in those cases. Consumer Response /* (4200, 11, 2022/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is easier for this company to continue to provide poor customer service, I was advise the part will be ordered overnight and car fix by the next day, at least those where the expectations set forth, till today I have not received any curtesy follow up as to a timeframe my car will be fix and returned. I will seek all legal recourses once the car is returned and if the problem persists. It is troublesome knowing that my hard earn money went to purchase a car from a dealer whose sole purpose is to deviate from offering the level of basic customer service that is expected. I still don't have my car fixed or have received an apology.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car is a Hyundai Elantra 2016 under the extended warranty waiting on a transmission to be replace. My car Has been at the service center for the past 26 days. Now my advisor y**** never calls me for updates on the car, and when ever i call, the customer service says that will transfer the message to the service advisors to call me back, but she never calls back, or the call just gets disconnected after a waiting time. for example today 09/13/22 the person who picked up the call from the customer service repair service, puts me on hold, call got disconnected, and when is call back and informed what happened she gave me some attitude, hang up the call on me with attitude, like I don't Care, and even laughed over the phone. Now at this point I am just frustrated. I mean no customer service, no updates, struggling with one car in my household, paying out of pocket, for rentals, and universal Hyundai not really doing anything, not even giving updates and laughing at my face. Hope this message gets to a person that does care. Very disappointing with the service !!!

  Business response

  10/06/2022

  Business Response /* (1000, 5, 2022/09/16) */ We have contacted Hyundai his part is on back order we are setting customer up with a loaner vehicle till his vehicle is ready. Consumer Response /* (2000, 8, 2022/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Mr G*** kept his word. A loaner vehicle was provided. I'm very happy with the support provided. My next vehicle purchase will be definitely with this guys at universal hyundai. They really heard my concerns.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My car is a Hyundai Elantra 2016 under the extended warranty platinum, waiting on a transmission to be replace. My car Has been at the service center for the past 26 days. Now my advisor, never calls me for updates on the car, and when i call for example today 09/13/22 the person who picked up the call from the customer service repair service, didn't help at all. Now at this point I am just frustrated. I mean no customer service, no updates, struggling with one car in my household, paying out of pocket rentals and universal Hyundai not really helping at least with updates. Hope this message gets to a person that does care. Very disappointing with the service !!!

  Business response

  10/27/2022

  Business Response /* (1000, 8, 2022/09/30) */ The customer has been informed that his part is on back order. Waiting for part to arrive. Consumer Response /* (2000, 11, 2022/09/30) */ The company did answered the complaint and there are taking care of everything. I'm really happy that they did heard my concerns.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is regarding my 2014 Hyundai Sonata. My engine connecting rod bearings failed on 6/16/22 and was towed to the dealership that day, the service manager Mario was very helpful with helping me get a speedy diagnosis. I was given Jennifer M****** as a service advisor and from the very 1st day her customer service was absolutely horrible, she had no sympathy or empathy for me not having a loaner or rental and basically made it seem even though the engine had a recall and warranty that I was the one that had to figure everything out, the next day the service manager Greg called and left a voicemail stating that they were waiting for my maintenance records so that they could submit the warranty claim, I called Greg back and he said that even though I have warranty and a recall that Hyundai could stil deny me for lack of maintenance records. Greg gave me his email and I was able to send my records and that was the last time I heard from him even though he told me I could contact him for any concerns regarding my vehicle. I was given 2 case managers from corporate (Luis & Natasha) they both have stated to me that they've tried to contact Greg several times with no response back, I have as well with no luck. My service advisor barely responded to my message and never returned any of my calls back and I have emails and call records to prove how many times I've tried to contact them! I was left to rent a car on my own, because Hyundai wouldn't provide a loaner or rental until my engine approval. My car was approve for a new engine on 6/28/22, today on 7/13/22 Jennifer texted me and stated that my vehicle was ready for pickup and that I needed to drop off the rental even though I was at work or by 9am tomorrow or else I'll be charged and she also stated that I needed a new battery and I asked how do I need a new battery if I just purchased a new battery 1 month ago and it was fine before I took my car to the dealership I will attach the rest of the message!

  Business response

  07/18/2022

  Business Response /* (1000, 5, 2022/07/14) */ Vehicle is ready for pick up all recalls have performed. No additional work will be done to vehicle unless customer agrees to pay for diagnostic. As vehicle is out of warranty. Consumer Response /* (3000, 8, 2022/07/15) */ ***Document Attached*** I've attached a video of the suppose to be "new" engine that's clearly not new and doesn't sound new. A new engine should not sound like a lawn mower! Hyundai tried giving me a car back that they did a sloppy job on and didn't replace the engine and didn't fix the problem along with other issues that they created! Business Response /* (4000, 11, 2022/07/18) */ Vehicle was inspected be the Hyundai District Manager from corporate and her vehicle has been ready for pick up since 7/13/22 Consumer Response /* (4200, 13, 2022/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Gregory G****** lied to the district manager Brian L******* and stated that I was concerned about an ac noise coming from the inside of my car (blend door motor) and stated that Brian recieved the engine noise video, when in fact Brian never received the video of the engine noise and a tech never diagnose the engine problem. The blend door motor is not connected to the engine compartment and has nothing to do with the engine nor engine noise. These are FACTS straight from the text message of Gregory G******! The service manager Gregory at Universal Hyundai is a pathological liar and he clearly cannot keep up with his lies

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had contacted Hyundai Motor Corp USA about a potential recall issue on my vehicle. They told me to have it towed to a local dealership. I had the vehicle towed to Universal Hyundai located at 12801 S Orange Blossom Trl, Orlando FL 32837 on March 1st 2022. When the dealership was contacted by Hyundai motor Corp USA they said the diagnostic would take probably a week because they had to fit me in. After my car was dropped off and I contacted the dealership to confirm delivery they told me that whoever gave them that information was incorrect it would probably take 2 weeks. After much communication with both the dealership and corporate it has been two weeks and my car has yet to be diagnosed. After calling today I was informed that the service manager is out till March 21st, 2022 and that there is a high probability that the escalation that they were submitting may not be reviewed until his return. So I am going on over two weeks to now potentially 3 weeks without having a vehicle. Every time I have called the dealership they have told me that an advisor would reach out and I have yet to speak with any of their advisors. Today when I called I was asked if I was sure that my vehicle was even towed there.

  Business response

  04/25/2022

  Business Response /* (1000, 8, 2022/04/01) */ Good morning this customers vehicle was towed in for an engine failure all the information has been submitted to Hyundai for warranty approval and we are still waiting for Hyundai to make a final decision we should have an answer by 4/4/22

*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. ↩