Complaints

• Initial Complaint

  11/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The date of purchase was November 13, 2023 Auto purchase, $18,390 approximate The dealership was required to provide me with a second set of keys to include, a cut key blade, fob, and programing for a 2021 Hyundai Venue as required for a Hyundai Certified Preowned Vehicle. They failed to provide the aforementioned items. The total cost of the items mentioned at a different certified dealership, ******* Hyundai, is $438.00 The dealership did not provide a satisfactory solution.Secondly, the dealership failed to repair a faulty brake light. That defect was indicated on two occasions via the vehicle warning system, such failure is a violation of the ******* Vehicle And Traffic Law. Refusal to provide me with the 172-point Hyundai CPO Inspection List which indicates two sets of keys must be issued upon the purchase of a Hyundai-certified used vehicle.

  

  Business response

  11/15/2023

  Our apologies that you weren't provided an extra key.   As a gesture of goodwill, we will issue reimbursement for this expense.  A manager from the dealership will be in contact with you as soon as possible to arrange for reimbursement.  

  Customer response

  11/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20871004

  I am rejecting this response because: It provides no details as to how I will be reimbursed, who will make the key, where I can have it done, etc. I need to talk to somebody in authority at this dealership. If we can reach an equitable solution I will withdraw my complaint.
  

  Regards,

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

  

  Business response

  11/20/2023

  Management has been in contact with the guest to ensure a key is cut at the Hyundai dealership in *********** where the customer's Daughter is attending school .   ***********************, the General Sales Manager, can be reached at ******************** if the guest has any questions regarding the process. 

  Customer response

  11/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2016 Hyundai Azera was purchased from this dealership in August 2020. I also purchased a platinum level Hyundai extended warranty from the dealership at that time. The vehicle remains under the 48 month warranty coverage period. The vehicle has had the battery replaced three times since purchase. The failure to maintain a charge or even start has rendered the vehicle useless and unreliable. For that reason I contacted Hyundai customer service and arranged to have the vehicle towed to Hyundai of St Augustine where I purchased the vehicle. Because the vehicle is under warranty I was able to get Hyundai Road Service to tow the car to the dealership on April 3, 2023. On April 3, I was contacted by ***** ***** who confirmed that it was the battery that didn't hold a charge. Something in the vehicle was draining the battery and the mechanic would work to identify and correct the root cause. During the first week that the car was at the dealership, communication was reasonable and calls were returned. However, that did not continue. I phoned the manufacturer in an attempt to get assistance with resolving the car repair. A case number was assigned and escalated to a manager. Unfortunately, the case manager encountered the same problem I did; lack of communication and adequate follow up. We still don't know exactly what is causing the battery to fall or any details related to a reasonable outcome. As of 4/24, the Hyundai case manager told me that she tried numerous times to reach the technician and left messages that remained ignored. May 3, 2023 marked one month that this vehicle has been in the service department at Hyundai of St Augustine. Obviously there needs to be a resolution. If it's that difficult to identify a problem and repair it, then what reasonable outcome could be met? I'm still paying for this vehicle that apparently can't be fixed. I want to be made whole. Either a refund or another vehicle that's safe and reliable.

  

  Business response

  05/04/2023

  Our sincere apologies that our service department has not been able to address the issue this guest is having with their vehicle.  Due to the intermittent nature of the issue involving electrical components, it is a difficult to condition diagnose and fix.  The guest has been provided a loaner vehicle while we continue to diagnose their vehicle.  Our service director, *** ****, is looking into why the guest has not been kept in contact with as to the status of their vehicle.  We appreciate their patience and understanding.

   

  Customer response

  05/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  The communication provides no end date as to when the vehicle would be repaired. 

  What does the dealer believe is reasonable and customary under similar circumstances?

  Is the dealer aware of other similar situations with Hyundai vehicles that cause a parasitic drain from the battery? What was the outcome?

  Is this a known defect? 

  I have not yet heard that a loaner vehicle is being made available. 

  I'd like to resolve this matter in a way that is fair to both parties.

  Regards,

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

  

  Business response

  05/05/2023

  Our service director, *** ****, will be in contact with you as soon as possible to review your concerns. 
  

  Customer response

  05/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and have spoken with the service manager. At this juncture, I'm willing to work with the dealership to resolve this issue. However, I will revisit my original complaint within 30 days to ensure the satisfactory resolution of the matter. 

  I'm looking to be made whole by having a returned vehicle that properly works, a refund in the amount still owed on the car, or mutually acceptable replacement.

   

  Regards,

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

   

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 23, 2020 we paid $25,367.22 for a 2020 Sonata Sel. Needa an alignment check, not covered under warranty. The car has 6600 miles on it. We were told there was a bumper to bumper warranty. It appears this is not the case. According to an e-mail from Hyundai corporate the 10 year 100,000-mile warranty pertains only to the drive which leads us to believe the A/C, water pump and power steering is not covered under warranty. It appears any items which should covered under warranty. Anything that Hyundai does not want to repair due the fact it would charge back to the dealership, consider the items as, "Outside Influence". As if people are going to spend $25,000.00 then damage it so they can get it repaired under warranty. REALLY!!! It appears there is no new car bumper to bumper warranty. The owner is responsible for repairs.

  

  Business response

  10/19/2022

  Our apologies the guest is having concerns, however maintenance items like alignment checks and adjustments are not covered under the manufacturer warranty 

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Jeep from Hyundai of St. Augustine on 7/15/22. Drove a total of 3 hours to this specific dealership to purchase this vehicle that I specifically called in about. I get there, test drive the truck and purchase the vehicle, signed all the papers , and the vehicle is suppose to be delivered to me , once my bank pays them on Monday, since my bank (boa) doesn’t pay them out on weekends. I specifically asked ***** ( the finance manager) to promise me the car won’t be sold while they wait to get the check over the weekend, since it’s happened to me before. ***** promises me the car will not be sold and that I did not have to leave a deposit since they will know the Jeeps been bought by me. He reassured me the Jeep is mine and not to worry. The very next day 7/16/22 I call the dealership to pick my actual license plate and **** ******* (the other finance manager) rudely answers the phone and asks me if I’m financing with them or my own bank. I let him know I would be financing with my own bank.. Next thing I know he gets annoyed and rushed my off the phone to tell me he’s with another customer that he will call me back. Never heard back from him. I Figured maybe they are just busy and I will call back tomorrow. Sunday 7/17/22 I give the dealership a call once again to find out if i can now pick my plates for the jeep since they have them. I then find out from the salesperson I bought the car from Ava , that **** ******* ( finance manager) mentioned to **** ******* ( salesman) that I called in and said I will not be able to finance the car and so they both intentionally sold it to someone else out of spite because not only did I get the Jeep for a good deal , but **** didn’t like the fact that I wasn’t financing with him so he can’t rip me off.. So they pretty much sold the Vehicle that I bought and signed papers on because **** ******* didn’t like that I had a better rate with my bank and they couldn’t make a lot of money off of me. Very bad business.

  

  Business response

  07/22/2022

  Our sincere apologies you had a negative experience with our staff and we appreciate you bringing it to our attention.  We will counsel the team members involved about the proper policy and procedures when it comes to a guest that would like to purchase a vehicle but decline our financing options and does not have the funds readily available at the time of the desired transaction. 

  

  Business response

  07/29/2022

  The dealership has nothing further regarding this customer. 

  Customer response

  08/03/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 17599446

  I am rejecting this response because: I tried to work with Hyundai of St. Augustine for the last 3 weeks but they haven’t helped at all. They just give me false promises and rush me off  the phone . They have shown they care more about profits then customers. They are not a transparent  car dealership if they allow unethical employees to work there to perform deceptive practices. They should have never sold my vehicle I signed papers for , but yet they did and have done nothing to compensate me for wasting my time with them. 

  Regards,

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

*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. ↩