ComplaintsforBrandon Hyundai

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 4th I had a appointment to have my car service. My engine check light was on with code P0455 (Evaporative Emission Control (EVAP) system). With that problem my vehicle was lacking power and burning more fuel. When I bought my vehicle to Brandon Hyundai. I ask my advisor (*****************) if the part was in stock. If so will my vehicle be repaired the same day. *** stated that the service will be complete the same day. After my vehicle was "fixed" I drove home. On my way home the vehicle started to have the same issues as before. Halfway home. The engine check light came back on. I stop by a Advance Auto Parts to check the engine light. The same code P0455 pop up. At this moment I'm frustrated, Because I believe they just clear the code and not solved the problem. I have to take off from work twice. For a problem that should be resolved that day. I believe they should focus on one time. They are going through construction. It seems like they can't provide quality customer service. Which remodeling the building. They also don't have a real waiting area or bathroom for customer to use. I highly recommend going somewhere else for service. Best Regards.

  Business response

  08/01/2023

  *****, we're very sorry if this was your experience with us and can understand the frustration you're feeling. We will look into this on our end and would welcome an email from you if we could go over this issue with your check engine light.

   

  ***************************, Customer Relations Specialist, ****************************

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have taken my 2015 Sonata to the dealer that I purchased it from with a complaint that the car leaks oil. It is leaking oil and they cannot seem to fix it. Brandon Hyundai said they replaced the valve cover gaskets Twice, no change. The car still leaks about 1 quart of oil every **** miles or every 10 days. We have taken it back at least 3 times.May 17th. We then took the car to Courtesy Hyundai in ***** to correct the problem. In at 7am and out at 5pm. They replaced the oil pan gasket and charged me $100 under the extended warranty. I checked the gauge, 1/2 quart past full. I checked the dip stick June 15th and it was 1-1/2 quarts low, that's a 2 quart loss. It is not burning oil, it is on our garage floor.At either dealership I must leave the car, with no loaner, and pay $100 extended warranty fee.This is the 5th Hyundai my family has purchased, all new, and the first from Brandon Hyundai.The staff is always polite but their technicians (not mechanics) are not thorough in finding the problem

  Business response

  08/01/2023

  Good morning, ******* --

  This is certainly frustrating and we're sorry if this has been your service experience with us. We will look into this issue with your oil leaking with our service team right away and would always welcome an email from you.

   

  Sincerely, ********, Customer Relations Specialist, ****************************
  
  

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 1st 2023 my car was towed in to this dealer by Advantage Towing Corp to do a recall repair of the motor 1 month later they called me to let me know the car was “ready” and when I went to pick it up I saw my car was damaged at that point I didn’t accept my car back the lady that took care of me ******** told they had to check the cameras to see what happened and she asked me to get in touch with the tow company and get pictures that they are supposed to take when they drop cars and so I did but the towing company only provided pictures of when they picked up my car from my driveway. I forward these pictures to ******** and she states that they are going to investigate and she will let me know 3 weeks passed by until I heard from her again asking me to return the loaner car and that that if I have any other info from the towing company I will attach the emails exchanged as proof , when o come to dealer I asked to speak to the manager and I explained what happened and the Manager is accusing the towing company of damaging my car, the manager of the service department told me on Tuesday May 9th that a worker saw that my car was damaged by the tow truck driver, I asked why wasn’t I called or informed of the problem and he responded that cars are left in their lot like that and they don’t take pictures or anything because they assume that the owner knows the condition of the car … to me this doesn’t sound right there is also construction going on there so at this point they may also have damaged my car and after asking them for proof of what the worker said the manager claimed that there’s no cameras on the lot after ******** had said to me they were going to check cameras to find out what happened now all of the sudden they didn’t take pictures they don’t have cameras and they are just passing the hot potato to the towing company. I need help to resolve this problem.

  Business response

  05/22/2023

  Good afternoon, ***** --

  This is certainly upsetting to hear. Thank you for bringing this to our attention. We will look into this with our team right away and would always welcome an email from you. 

   

  Sincerely, ********, Customer Relations Specialist, ****************************
  
  

  Customer response

  05/22/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have emailed other people in the dealer including the GM and nothing has been resolved … I want my car fixed that’s all I want to hear! 
  
  Sincerely,
  
  ***** *********

  Business response

  05/23/2023

  Good morning, ***** --

  We can understand your frustration. Your message has been sent to both management and our team at the dealership and we are reviewing the issue now. 

   

  Sincerely, ********, Customer Relations Specialist, ****************************

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my car in for shaking and broken door handle. Was told I would have to pay for separate $ 150 engine diagnostics for each problem. They could not explain why I needed an engine diagnostic for a door handle or why one engine diagnostic was not enough. I declined and had it repaired somewhere else. Six months later the door handle broke again and I find out that it would have been covered under a Hyundai warranty but because it was repaired with an aftermarket part it is no longer covered. I spoke with Brandon Hyundai multiple times and they've taken the stance they can't help me because I took it repaired somewhere else originally. They have not acknowledging it was their actions and poor service that caused me to go somewhere else. They have also accused the other Hyundai dealership that told me my handle would have originally been covered of lying, but then admitted the handle was under warranty.

  Business response

  03/21/2023

   

  ****, we're sorry we've disappointed you. From what we understand, you turned down our diagnosis and had a family member repair your door handle, which then broke once more. We have also offered you a discount on ************. We appreciate your feedback and will share it with our team. 

   

  Sincerely, ********, Customer Relations Specialist, ****************************
  
  

  Customer response

  03/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: I turned down what I was told was an engine diagnostic for my door handle when no one could explain why an engine diagnostic was required. 
  An engine diagnostic would not have helped to fix my door handle and I was already paying for one engine diagnostic that day already. I only took my car somewhere else after Brandon Hyundai said they would not touch it with out me agreeing to pay for the unnecessary engine diagnostic. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Saturday morning 03.04.23 my car was towed by AAA to Brandon Hyundai due to my car not being able to move, I was advised it wouldnt be looked at until Wednesday, which was okay, Wednesday gets here and no call so I get in contact with someone because I called and nothing has been done just alot of assumptions. Thursday gets here and Im texting **** for an update and he basically says my car is at there other location where the engines are being worked and he tells me he will have an update Thursday 03.09.23 no later than 12 okay cool. Thursday is here I hear nothing from **** so I text for an update, he has no update for me so I request to speak to a manager who advises me that my car is on the side of the rode and no one never advised me of that and now they are trying to have it towed to the other location. My question is why drive it and thats the reason it was towed to Hyundai in the first place. Also at the very beginning when AAA towed the vehicle I asked for a loaner, I then was advised Hyundai does not offer loaners but then I see on BBB page a loaner was presented to a client last month. I am highly upset I l have been unable to go to work or even take my daughter to school. So now I have to wait for an update on 03.10.23 and who knows if someone will call.

  Business response

  03/09/2023

  We apologize for any frustration we've caused. Thank you for bringing this to our attention; we will follow up with our team right away and promise that if you send us an email, we will respond as soon as possible.

  Sincerely, ********, Customer Relations Specialist, ****************************
  
  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After going nearly 2 weeks without a car on a repair I was told should take about 3 days I was never offered a loaner car. Then we get the car back and a day and half later the engine light comes on and we have to take it back in. That was on or around Jan 26th. So turns out we need a new engine, no surprise there as Hyundai knowingly put faulty engine in their vehicles. So they say they will get us a loaner on Tues the 31st. Well here we are going on 8 days later and no car AND NO CONTACT. I cannot get the rental manager on the line or the service manager for 8 days now. The service manager was supposed to call back after 3:30pm today as he was in a meeting and they would pass the message that I needed to talk to him. I call back at 6:30 and guess what? Service is closed. My "service" manager *** has not called me since the car came back in for repair. the receptionist is the only person I'm allowed to talk to. So finally the receptionist says I can have a 10:00 pick for the car Feb 8th. I work as a teacher so that isn't possible. So I ask if I can make it at 7:00am since the service department opens at 7:00. That is what the service manager was supposed to tell me. whether or not I could pick up the car. NO COMMUNICATION AGAIN FROM THE MANAGER NO LESS!

  Business response

  02/08/2023

  Hello, ***** --

   

  We're very sorry for any lapse in communication on our end and can understand your frustration. We will pass your message along to our team immediately and promise that if you send us an email, we will respond as soon as possible. 

   

  Sincerely, ********, Customer Relations Specialist, ****************************
  
  

• Initial Complaint

  12/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Re: Brandon Hyundai ************************************************* On 12/02/2022 I signed retail installment contract/auto loan agreement to purchase a certified preowned (CPO) car, and I paid $5k partial deposit to Brandon Hyundai. I received a credit card receipt but no invoice also I received my vehicle registration at this time. When I got home I checked my email for a copy of my invoice and contract there was none. Over the weekend, I emailed/called asking for a copy of contract. Eventually, on Monday 5th , I presented myself to Brandon Hyundai requesting my car and a copy of contract. I was informed they dont email contracts, that my credit card receipt should suffice and that they would not give a copy until I finish my downpayment and the car was ready for delivery. Note: This same day (Monday 5th) was the agreed upon delivery date. On Tues 6th I wired the remainder of my downpayment totallying $15k. They said the vehicle was still being worked for minor cosmetics; and then later that night they called to tell me that the mechanic was fired and that car would be ready Wednesday 7th (today!) As of this writing 20:43 on 12/07/2022 I was neither given, emailed, mailed a copy of the contract, nor have I received delivery of the motor vehicle from Brandon Hyundai. Further, when I looked up the vehicle vin# on the Hyundai CPO websitethe vehicle was not listed.this means although it is being advertised as certifiedit is NOT. I complained and let the sales representative, his supervisor and the finance manager that this egregious, unfair and deceptive and is aggravated by the fact that Im a military servicemember (vet). I was not given a single piece of paper showing any account/order/tracking number except for my credit card receipt and the ******* vehicle registration for vin# *****************...this is unconscionable

  Business response

  12/08/2022

  Hello, **** --

  We're very sorry for any frustration we've caused you. We will reach out to our team right away with regards to getting the information that you need. Thank you for bringing this to our attention and for providing these details. We promise that if you send us an email, we will respond as soon as possible as well. 

  Sincerely, ********, Customer Relations Specialist, ****************************

  Customer response

  12/09/2022

   
  Complaint: 18536557
  
  I am rejecting this response because:

  I spoke with GM, "***" today Dec. 9th (approx 11:15)...

  1.) He has not sent me my contract or proper receipt for my downpayment....he holds that except for not calling me in a timely manner his org has done nothing unfair/dishonest/ illegal

  2.) He does not want to show me proof, ( e.g. v601 inspection check sheet) that the vehicle is pre-certified at the time he accepted my downpayments

  3.) "He did not seem to know or care that unfair practices against military servicemembers have special legal repercussions

  4.) He did not speak to my 1st bullet in my desired outcomes: "bumper-to-bumper...

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

  Business response

  12/09/2022

  The terms to which the customer singed are the only terms we will meet. We will be more than happy to provide the documentation regarding the *** inspection.

   As for seeing the vehicle as a *** in the customers name, that does not take affect for any customer until the unit is delivered (customer takes possession) and takes ***** hours to populate once the car is reported sold after delivery. 

  We will not be offering an extended warranty, just the terms we agreed to that the customer has already signed.
  

  For proof of down payment for the use of a credit card that has already been sent. If he does not agree to purchase the vehicle at the terms he already signed, it is best for both parties to move on from this transaction,

  and we will provide a full refund. 

  Customer response

  12/19/2022

   
  Complaint: 18536557
  
  I am rejecting this response because:

  The practice of not providing a copy of contract on demand, nor a proper receipt as required by ******* law, and doing unrequested/agreed-upon work leading to delaying delivery of car.. are unfair & deceptive practices 
  The impact on me the customer is wasting my time, an unneeded soft-hit for credit check and inconvenience 
  Sincerely,
  
  *********************************

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  been calling brandon hyundai since October 23 to make a warranty claim on my jeep wrangler 2015 that i bought last december from brandon hyundai, they told me nobody in the financial department was available at the moment so they told me they was going to call me back, never called i called the 26 (saturday) they still didnt have nobody available to talk about the warranty claim so they told me they were going to call me back, today is November 9 and they still haven't call me back i had to ay out my pocket to fix a oil cooler leak which is covered by the drivetrain warranty they sold me for over $3k i paid over $1k to repair it from my own pocket, ieep have ****** everything stock and the oil cooler went bad, i did my research and my mechanic told me everything that haves to do with oil from the engine it should be covered by the warranty, but of course these people are so quick to take your money but when they need to fix something they ignore you and avoid you, i either get a refund on the warranty i bought or i need the money spent to repair since they never reached out to me if not i will be hiring a lawyer and make a lawsuit against BRANDON Hyundai

  Business response

  11/10/2022

  Hello, **** --

   

  We apologize for any frustration we've caused you and are sorry for any lack of follow up on our end. We're forwarding your comments to our team right away and promise that if you send us an email, we will respond as soon as possible. 

   

  Sincerely, ********, Customer Relations Specialist, ****************************
  
  

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/21/22 I had my vehicle towed to Hyundai of Brandon because it is apart of a recall affecting the engine. I was told that it may take up to four months for the repairs to be complete due to manufacturer delays on parts. Once I dropped my car off, I was told that the dealership no longer has any loaner cars and made no attempts for a resolution. I work two jobs and I cannot afford to uber every day, the costs of daily rental fees or not being able to because I am the sole provider for my household. I explained this and asked again if there was anything that they could do to assist me in anyway still no resolution.

  Business response

  10/26/2022

  Hello, Khalil -- 

   

  We can understand your frustration and we apologize if we haven't been able to meet all of your needs. We have forwarded your comments to our team to look into this further. Please send us an email if we can go over this issue with you directly. 

   

   

  Sincerely, ********, Customer Relations Specialist, ****************************

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son *********************** had his Hyundai Veloster Turbo towed into the service area on July 22 with engine problems. The service department didnt give us the option for a loaner or a rental when we came in the next day to check out what was going on with the car. My son had to pay for a rental out of his own pocket! We have been given the runs around for 2 months and still dont have the car! The dealership refused to give me the service managers name when I asked for it. They keep sending us to ******* who is the service person who is giving us the runaround!!. We are incredibly frustrated because when we call we are continually told the car will be ready at the end of the week. I take time off work to go get the car with my son and its not ready and theyre waiting on some new random part that I have been able to actually find in a local auto parts store , but we are told they cant get the part. They want to charge us for repairs that are caused because the under warranty part that failed made the car now need. This is a scam they are pulling on a female and her son. Please help.

  Business response

  10/10/2022

  Hi, ***** -- 

  We can understand your frustration and we apologize for any lapse in communication on our part. We will reach out to our service department and we promise that if you send us an email, we will respond as soon as possible. 

  Sincerely, ********, Customer Relations Specialist, ****************************
  
  

*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. ↩