ComplaintsforBrandon Hyundai

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2021 ****** Rouge on 04/06/2024 for $30,000.00. When I noticed there were two chips in the front windshield I went to the dealer the next morning (I bought the car at night) and the salesman said no problem they will send someone to fix this. It's been a month and I keep getting put on hold forever, told they will call me back, and also told they would have the moblie company show up at mu work and fix the windshied. None of this has happened, I have been patient and they wont just fix this problem. I bought a warranty and have full coverage insurance but I don't think this is on me, it's on them to fix this because it was there when I bought the car.

  Business response

  05/09/2024

  We have hired an outside services to fix her car. They have an appointment to fix her car tomorrow. We had acted immediately to address the issue and had called the vendor to fix her car. 

  Customer response

  05/10/2024

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

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** bough a car at Brandon Hyundai on Adamo Dr. ** declined the warranties offered by the finance department. The lady doing our finance paperwork illegally and without our concent added a warranty that cost $2,600 so she could get a commission. ** immediately came to the dealership to get this issue addressed and fixed. They promised that it would be reimbursed and applied to our principal in 6 weeks. It has now been over 10 weeks and they kept the money. I came back to once again file a complaint to which they told me that representative has been terminated because she has been doing this to customers. They still havent resolved our issue even after this employee has been stealing from customers. This will be also reported to corporate. They are thieves

  Business response

  04/17/2024

  We have her signature on all paperwork, including the extended service contract. With that said, we have since cancelled her extended service contract and that money will go towards her loan. She is aware of the cancellation and she has the proper cancellation paperwork. It usually takes between 4-6 weeks before the money is refunded to her lender, which she was made aware. 

  Customer response

  04/18/2024

   
  Complaint: 21553885
  
  I am rejecting this response because:
  
  i never agreed to any extended warranty; their employee which they claim she had been fired, added that without our consent. They said it takes 4-6 weeks yet its been 11 weeks and the money has never been refunded back to the loan. 
  Sincerely,
  
  *******************************

  Business response

  04/25/2024

  We have all proper signatures and initials in several places. With that being said, we took care of her cancellations immediately. 

  Business response

  05/01/2024

  Unfortunately, the statement is not true. We have her signatures on all paperwork. We have cancelled her policy after she changed her mind and the refund will be mailed out to her lender. 

  We have refunded her money back. No one here has done anything wrong regardless of the accusations against us. Extended service contracts are offered to every customer as an option. 

  Customer response

  05/03/2024

   
  Complaint: 21553885
  
  I am rejecting this response because:

  i have everything in recording when their own finance manager stated that the finance director and the finance lady that did our paperwork got terminated for dishonest practices. This is the most dishonest dealership and all of them are liars. I never changed my mind. I clearly rejected the extended warranties and she added them without our permission. They have been reported to corporate as well. By the way its been 13 weeks and they have not given us our refund.
  Sincerely,
  
  *******************************

  Business response

  05/07/2024

  We have signed copies of all paperwork and every product purchased has been canceled.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a used car in middle of January. At time of purchase aesthetic repairs were promised and have yet to be resolved here at the end of March. I have it in paperwork the repairs that need to be made and since time of purchase the sales manager that sold me the car is no longer at the company and another sales manager is trying to go back on their word.

  Business response

  04/17/2024

  She purchased a 2018 Tucson back on 1/12/24. We have fixed all the items in question. 

   

  We had to order a part that was not in stock and now that the part is here, she refuses to come in so we can install the part. We have reached out to her several times, but she wants more items covered that was not part of the agreement. 

  Customer response

  04/18/2024

   
  Complaint: 21504906
  
  I am rejecting this response because: They had me come five times in two months to get it done and still have not done the repair. The last time I was there it was supposed to take about two hours. They kept me there for over six hours and it ended up that they did not have the correct part and the sales manager that sold me the car has since moved on from the place and they are trying to go back on the paperwork that states they are going to fix the molding around the windows of my car. They did not call me to tell me the parts were in and I have been given the runaround every time I try to call them to see where those parts are. 
  
  Sincerely,
  
  *************************

  Business response

  04/25/2024

  We fixed all items stated on her paperwork. She has all the paperwork with items in question and we have taken care of all items. She purchased a used vehicle which comes with some blemishes. We do the best we can to accommodate our customers, as we have with ******************** vehicle. I am more than happy to help her trade her vehicle to a new vehicle free of all imperfections. 

   

   

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 7th 2024, I went into Brandon Hyundai and Purchased a 2021 Buick Envision with ****** miles for $35,000. While test driving the vehicle I was reassured a 170 point inspection was done to the vehicle, and it had no problems. I was assured that if it had any problems Brandon Hyndai would fix the issue-lifetime powertrain warranty. March 21, ***************************** Park at a red light off **** and ********, it would not turn on completely or reshift. I paid $208 to have the vehicle towed to a tow yard overnight, then taken to the nearest GM delership. Upon contacting Brandon Hyndai, I was assured by an anonymous employee acting as a sales manager that his Manager ******* was setting up the tow to have my vehicle brought to Brandon Hyundai. My sales assocaite ******* then called me next, I re-explained my problem and he let me know there was no way the delaership could have foreseen my problem. I explained to ******* that I found service papers in the glove compartment stating the previous owner had a similar problem. ******* apolpgized, and went on to state he would be the one to finally set up the tow to have my vehicle brought in, and was promised a sales manager would get back to me. The next day, March 23rd, I spoke with *******, a sales manager and explained my issue. I let her know that I'd either like to return the vehicle and recieve a refund or evenly exchange the vehicle for something else. She stated she'd help as best she can, and let me know the ladder option is possible. When she called back she stated we can do a trade in, but not for the same value as your current loan youd owe us more money I asked why the couldnt either take the vehicle back or do a even exchange, and she let me know thats not how business works, and since you had your vehicle towed to GM and its still under factory warranty; plus you added an extended warranty, have GM fix the vehicle for you, we will not be setting up a tow, good luck.

  Business response

  04/10/2024

  The vehicle was sold as is and all the paperwork was signed by customer confirming as is status. However, the said vehicle is still covered under remaining factory warranty and that was explained to customer. 

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: 1/23/2024 Went in for Clutch repair and was told Warranty will not cover my clutch repair, ok no problem.Got car back a week later and the car broke down on me on 301.paid $100 out of my money to have car towed Brandon Hyundai had car for another week and told me it was repaired but it was something else Drove car home and broke down on 301 again after they told me they drove it and it was fine. If they would have drove the 1st time they would have known this.This time I was not paying for tow so car had to sit all night in ******** parking lot to be towed by Brandon Hyundai. The tow company messed up my window tint trying to get in my car to get it towed.Brandon Hyundai had car again for about a week. Got car back and I made it home but it still didn't drive correctly. I figured it's as good as it going to get. Then clutch started slipping about a week later so I was so disgusted I let it sit. I decided to go to another Hyundai dealership to have them look. I did not tell new dealership that my clutch was worked on and the first thing they said to me that my clutch was bad and I was covered because my car is under the 10 year ******* miles warranty. I finally told them that Brandon Hyundai worked on and told me warranty was invalid. He suggested that since it's covered they could fix it. I decided to let this dealership fix the clutch. They fixed clutch on first try. I went back to Brandon Hyundai and asked them why they didn't honor the warranty and they said they fixed things around the clutch and not the clutch but my receipt is identical to the other dealership that fixed my clutch. Why was i charged Clutch repair and parts if they did not fix the clutch but things around it? Did not make any since. So I am filing a complaint because they didn't honor my warranty which they should have and they never fixed my car after 3 tries but Brandon Hyundai still kept the money. Why charged for Clutch repairs and told they only fixed parts around the clutch.

  Business response

  03/26/2024

  We repaired the vehicle on RO ****** (1/16/24) and replaced the clutch assembly and verified all was well during the test drive and the customer picked up the vehicle. Customer paid for this repair.
  
  Customer comes back on RO ****** (1/**/24) stating the vehicle will not move. Upon inspection we found the CLUTCH MASTER CYLINDER had a broken plunger. This was not broken at the time of pick up as the vehicle would not have been able to drive. We replaced the CLUTCH MASTER CYLINDER and bled the system and unit drove perfectly. When we installed the clutch master cylinder, it immediately snapped, and we can only assume a faulty part and we immediately put a 2nd new one in under parts warranty. We ate the labor on the clutch master to assist the customer and he paid for the part and then the 2nd one was all warranty due to faulty part upon installation. Customer was not even aware of the faulty part as we caught the issue upon test driving and rectified it the same day.
  
  Customer comes back on RO ****** (2/2/24) requesting new spark plugs, routine maintenance and car left running great.

  I hope all of this information provides you with what you need and if not, please advise and we can add more details if needed. I also noticed that the mileage that Courtesy used on their RO in HMA warranty site shows they replaced the exact same parts we replaced on the original repair

  Customer response

  03/28/2024

   
  Complaint: 21443547
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  First off the story is all wrong. Here is how it went: Car went in for repairs and was told ******** would not take effect and was told I just missed the warranty deadline. First lie. Then the car broke down on ********************* only 2.7 miles away. If the Mechanics would have drove the car it would have broke down on them but they did not test drive it. Towed car back up on my dime $100. Brandon Hyundai should have paid for my tow but I didn't say nothing I just wanted my car fixed. After they "fixed" I was giving a receipt saying they replaced Clutch Master Cylinder but no charge. Of course no charge because why all of sudden that would break after Brandon Hyundai worked on it. Got car back on the dates stated and the car broke down again on 301 in front of the Goodwill which is only 2 miles away from Brandon Hyundai.  ******** came down and he tried  to drive back to shop and couldn't get it going so had to leave overnight and get towed in ******** parking lot. (Quite sure they have camera footage if necessary)  Once again if the Mechanic would have drove after repairs it would have broken down on him. Got a receipt saying the Master ******** was replaced again for no charge. I was mad at for the inconvenience I told them they could at least put ********** in and ***** my guy said that would be fine for the inconvenience. So i did NOT come back up there the 2nd time to get sparkplugs like the Business is trying to say. The sparkplugs were thrown in because I was furious about my car not running again and broke down on me twice. So this part from Business is not true:  "Customer comes back on RO ****** (2/2/24) requesting new spark plugs, routine maintenance and car left running great." No, car was broken down again that's why it was back up there. So I got car back and I drove it home but it still didn't run right. I let it sit for about a week and then I started driving it and the clutch started slipping. I even texted ***** it was slipping and all he sent back was a emoji of the guy holding his head like to say "Why can't these guys get this right?!" I was tired of dealing with Brandon Hyundai. They had my car 3 times and my car still wasn't running right that's why I went to another dealership and they fixed it correctly on the 1st try. Ian ***** ***** ************ Courtesy Hyundai (BBB you can call these guys and they will let you know what they found and why would they lie.) What are they gaining by fixing my car under Warranty except being honest and they told me my clutch needed replacing and that's without me telling then nothing that Brandon Hyundai worked on it and me just saying "My clutch is slipping, could you look at it."  And they told me about the Warranty right away and said I had until December 2024 for the warranty and then I told them Brandon Hyundai looked at it and *** and ***** both said "Why aren't they covering your warranty, you should call Corporate." That's why the Corporate phone number is written on top of the Courtesy receipt. I didn't know the number and why would it just be randomly on the front of the sheet.  So even ************************* can see what is going on. So I will need Brandon Hyundai to break down the bill for BBB and me and let me know why I was charged parts that should have been covered under Warranty. I have attached the Warranty paperwork from Courtesy Hyundai and it's the exact same parts. So why covered under one Dealership and not the other? Brandon Hyundai never fixed my car and had to get it fixed at another dealership. I would rather give the money to Courtesy because they actually fixed my car. Makes no sense and I am wasting my time repeating this story. If they can justify the bill then I will let it go but I will need breakdown piece by piece of my bill and why not covered. 

  Business response

  04/22/2024

  we replaced the clutch due to wear and tear. The new parts were under Hyundai warranty since it was a new part. Any Hyundai dealership would have been able to file a warranty claim due to faulty part, perhaps. 

  Without our work, the other Hyundai dealership would have never been able to cover the clutch under warranty.

   

  Customer response

  04/28/2024

   
  Complaint: 21443547
  
  I am rejecting this response because:
  

  But your organization didn't fix the car so why are you getting money? If BBB is not going to do anything about that then I don't know what else to say. Case closed

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

  Business response

  05/01/2024

  We stand by our statement. We replaced the old parts with new parts. The new parts are under factory warranty for a year. That's the reason why the other dealership was able to cover them under warranty. 

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  date of admission to shop was 12/23/2023 I brought in my hyundai **************** to the dealership for a routine anti theft software update from a recall I had received in the mail, shortly after they took the car to the shop I was told that their system went down mid update and damaged the ecu on the car, afterwards the car would not turn on and they provided me with a loaner while they fixed the situation, after more then a month they claim that the part was already defective and that the replacement part is in backorder and have not heard any other updates from the shop.

  Business response

  02/05/2024

  The car is from *********** and the customer had it brought into *******. The car had 3 recalls that needed to be performed but the day that he came, stui tablets crashed and we had to wait for them to come back up. Once they came back up, we attempted to perform the recall and once completed, the car would not start. We immediately put him in a loaner car, and we have ordered the NEW ECU but like many other components, it's on back order and no one else has one. We are as anxious to wrap up the repair as he is, but we cannot proceed without the **** Car is not drivable without communication from the **** ****** has spoken to him, but it has been about a week and a half but simply because the last conversation was a follow up and just reiterating that we are all just at a standstill until we can acquire the part. This is not us doing anything or creating inconvenience and it is simply a parts availability issue. This happens from time to time; it is why they have a recall with a programming update, and we have had cars ECU die right after performing the update. I see that his desired settlement is simply FINISH THE ***** we can't. This has all been explained, he is simply unhappy with the update he has been provided and we understand but we have no way around it.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2020 Dodge Ram Hemi V8 on 9/16/2021. We purchased gap insurance through the sales contract. After an accident, they are now refusing to pay the difference from the accident,. All we need is documentation from the dealership to send for gap insurance. They REFUSE to help or call us back. We have left dozen of voicemails. We asked to speak to GM, Finance managers, and sent to voicemail without ever receiving help or a call back. I have a severe speech impediment and I feel like Im being laughed at , ignored and not taken seriously. I need documents that I signed while purchasing a vehicle from their dealership and it has been over 6 months without any help. They do the same thing to my credit wife who has permission to speak on my behalf. Same result.

  Business response

  11/08/2023

  I spoke with **** and he claims everything was handled. I asked him if i can help him with anything at this moment and he said no, everything is good. 

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 16, 2023, I took my 2010 Hyundai Sonata in for raise rpms, delayed in shifting gears and oil change. I was advised that I needed to service my front and rear brakes, oil change, tune up and left axle had gone bad and that was the reason for the raise rpms and delayed shifting per advisor. I ok'd for them to do the work. I was given a time of 1:30pm-2:00pm my car would be repaired. I arrived a little after 2:00pm and was advised to return at 3:00pm. I arrived back at 3:00pm picked up my car. Everything sounded ok but leading into the next week I began to hear a scrubbing when applying the brakes to make a complete stop. I return on September 30, 2023, tried to express my concerns however I was cut off verbally when trying to explain to the first service advisor, he proceeded to say the previous advisor would need to handle this situation. Well, I attempted to express my concerns again and he wasn't to concern in what I was telling but I continued to advise that the brakes were scrubbing. He requested my keys and then he took it for a ride which he was gone about ***** minutes riding out my gas. He finally came back took the car to the back and about 30 minutes later he comes back and say there is nothing wrong with your brakes. He did not here any scrubbing, the only thing he heard was some squeaking and they have to broken in. Well, I don't agree with that first of all because I have gotten brakes previously from Hyundai and they do not scrub or squeak. Second for the advisor to be gone that long riding out my gas to tell me he did not hear nothing that is unacceptable. Third I paid at least $700.00 for front and rear brakes I want them done correctly. Fourth now it sounds like the left axle was not done properly either it sounds like my wheel is going to fall off when making a left turn. Last I feel a vibration when applying my brakes. All I want is for it to be repaired correctly if not put my original parts back on and I will take my car elsewhere.

  Business response

  10/13/2023

  Our service team will invite her back to our dealership to re-check her vehicle once again. We will make sure her vehicle is properly fixed. 

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Three weeks ago I brought my car to Brandon Hyundai on Tuesday and the guy looked at it and call me back on Thursday. Tell me I needed $1605 to fix it. I told him I was not gonna get it fixed there. They went ahead and tore the car apart and I had to pay them $216 to get my car back. They had my car for three weeks then they were going to charge me $50 a day if I didnt get it out of there.

  Business response

  08/31/2023

  ************** was aware of diagnostic charges and had authorized us to find the issue with his vehicle, which was towed to our dealership. We notified him that he needed a new ignition at the cost of $1600, which he refused the service, and he has also refused to pay us for the diagnostic fee. Per ************** his friend had jammed his ignition with a faulty key and subsequently damaged the ignition. 

   

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/16/2023 my car was taken in to find a resolution for my car keys not working properly with the fob. Also the passenger door was jamming. We told told ************************* that the fobs was already replaced but he took it upon himself to change them again and charged me for it. He told us that after inspection of the car we needed to replace the door handle. Today 8/24/2023 we were told to bring the car in that the handle was painted and ready to be replaced. We took the car in. When it was done and I went into my car with the spare keys because they lost my key. I noticed that now my driver side door is jamming. So I told them what was happening and **** told me that is not their problem I would have to pay again $558 to replace that door handle. I spoke to the manager, he apologized for them losing my keys and not inspecting the car before giving it to me and he said he would get them to inspect the problem and try to fix it. After waiting for about half hour the manager ******* decided that there was nothing he can do. Mind you no inspection was done. And that I would have to pay for another handle because they are not responsible for my car only what they replaced. I need help to get this resolved. All I want is for my car to get fixed properly I just gave them $558 for service. They didnt make sure all was well before returning my vehicle back. Plus almost gave my car to someone else, thank goodness I was there watching my car. Please help me. Thank you. I have my receipts I also have video of the manager telling me they are not responsible and he agreed on video that when they checked my car the door was not jamming, but says they are not responsible. How does that make sense?

  Business response

  08/25/2023

  submitted her case to Hyundai for goodwill since her car is no longer under factory warranty due to the age of her vehicle. We will be in touch with her as soon as we hear back from Hyundai. 

  Customer response

  08/28/2023

   
  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,
  
  ****** People

*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. ↩