ComplaintsforHyundai of Wesley Chapel

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2023 Hyundai Santa FE on April 14 2023 One week later on April 20 i was stranded for 2 hours because my ******** stalled on me i had to wait 2 hours to get the car towed to my house because the dealership was closed already My son ******* who is Autistic had to endure those 2 hours with me Got it towed the next day and was told that the part had to be ordered and was given a rental car The maintenance department called the next day saying that the ******** was ready and no explanation was given On the evening of July 6 exactly the same situiation happened to the ******** It stalled on the entrance of ********* Subdivision in ************ i had to slowly drive it to the entrance of my Garage until the next day I returned to the Hyundai dealership today on July 7 and invoked the Lemon Law i no longer want this ******** asked for the manager in charge of the dealership but was told he was in a meeting Given no explanation was given another rental car since i had to pick up my son at his school i have contacted the ****** of ********* Attorney and waiting for a call back Also plan to talk to my Congressman on my situation i am and total and complete %100 disabled Veteran Last four ****

  

  Business response

  07/24/2023

  Thank you so much for taking the time to review your experience with your new vehicle and our service department. I apologize for any inconvenience this has caused you and your family. Please come into the dealership and I will personally ensure a truly exceptional experience moving forward. Here is my personal cell phone number #************ i also wanted to Thank you so much for your service, ********* 

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased car 3/6 with a trade in they stated they would pay it off in 3-4 weeks ***** confrmed they recicved the check however they Hyandi of ******* chapel did not send the the ******* resale certificate i have called dozens of time with no response finance mangers. Office managers. I drove hour to dealership. Work with a finance manger stayed there until they assured me that it was payed off the stated is was confirmed but not true ***** never received the ******* resale certificate call 3 times yesterday and 4 times today again nothing

  

  Business response

  05/11/2023

  *******, 

   

  Thank you for taking the time to rate our dealership, Hyundai of Wesley Chapel. I can certainly understand your frustration with the delay, please call me directly in the office so I can gather all the information I need for a quick and efficient resolution. 
  

  thank you, 

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

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my vehicle a Hyundai ****** from the Wesley Chapel Dealership in 2016. I also purchased the extended warranty. Within the first year I had several issues with recalls. Over the next few years this continues to go on regularly. Ive also taken it to the ********************* Dealership for recalls and repairs. This past Dec 2, 2022- 1/3/2023 the Wesley Chapel Hyundai ****************** had my car for repairs and gave me a loaner vehicle. During this month I called several times and was told the parts are being ordered I expressed the problems with things like the gas tank not being able to pump a full tank of gas. In addition to electrical system, lights blowing out within days of being replaced, including the safety recall on the brakes. On 1/3/2023 Upon picking up the car and leaving the parking lot (under construction) that there was a nail in the tire. When I went back they acted as if they were oblivious about the ongoing construction and that the nail could have already been there. Insisted that i purchase new tires. Fast forward to this month theres still issues. Parts were ordered and I was given a loaner car. Its been two weeks and they say I need to pay for the labor on the parts theyve been waiting on since December 2022 at which would have been covered under the manufacture warranty. Again I also purchased an extended warranty at the time my vehicle was purchased which is still valid. Now theyre insisting on charging me for the service work. I find this unacceptable and unethical. *** tried speaking with several people and get nowhere. *** filed a complaint with the Hyundai **************** and have a case number. I believe that the dealer ship is responsible for the charges. Its their obligation to provide service for parts that werent available at the time. I just want my car fixed properly. Its now been years of dealing with these issues. *** never had a car with so many recalls.

  

  Business response

  04/19/2023

  *****, Thank you for taking the time to leave feedback regarding your experience with our dealership, Wesley Chapel Hyundai. I would like to invite you in the dealership to speak with me personally regarding your ordered parts, a timeline of completion, and the details of your extended warranty.  Thank you, *************************** General Manager

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Poor communication from their ******************* I bought the car in the last week of Feb, the car was towed back to the lot the 1st week of March. The car sat at the ************** for a week before I had any idea what was wrong with it. I called several times and could not get through to anyone that was helpful.The car was not sold "as is" it was sold with a 2k mile ************* bought an additional warranty on top of that. It should be common courtesy to ATLEAST call they customer and say xyz is wrong with the call. At some point finally after days of calling i get through and they tell me they need to order the part, cool. I ask about a loaner vehicle, they said they'd call me back but never did.Fast forward i pick the car up after being fixed and drive it for about a week, week and a half, or so and the car loses power in traffic. I have been calling, calling, calling, and calling some more. I have talked to folks in Sales and folks in the ******* center to try and get clear direction on how to get my vehicle back to the lot to be checked out. The folks in ******* say call this 800 # but they 800 # says they do not tow cars that are not Hyundai, call *******. ******* tell me to ask my Sales person because "Sales is the biggest division at the company and has more pull to get things done". I call Sales and Sales tells me to call *******. One big unproductive loop. The disappointing thing is the first time i had an issue they had a tow truck out within 24 hours and my Sales guy handled it all. I did not have to do anything outside of notifying him.At this point i have been promised call backs from my ******* advisor ****** and the ******* Manager, ****, mentioned on Thursday evening he would chat with someone on Friday to figure things out and give me a shout. Today is Saturday and I have not been given clear guidance or have been told my car is getting picked up and taken back to the lot to be checked out.

  

  Business response

  04/03/2023

  *******, 

  Thank you so much for taking the time to review our dealership, Wesley Chapel Hyundai, through the BBB platform. During your visit to our dealership- we expect transparency, clear communication, and swift follow up. I personally apologize you did not receive this during your service visits with us. I am personally going to follow-up with your vehicle repair request and ensure your vehicle is prioritized and repairs are completed in a timely manner. If you have any questions, please call and ask to speak with me directly. Our Service director's first name is also, ****. I look forward to resolving your vehicle's issue as soon as possible. 

   

  Thank you, 

  ***********************;

  GM 

  Customer response

  04/04/2023

   
  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. The communication has improved and the repairs have been made.
  
  Sincerely,
  
  **********************

• Initial Complaint

  03/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased the car there about five months ago if not more I paid a down payment and left with my new car. They have never paid off the older car and they still Regional finance corporation. I show As.having.2 cars And they have destroyed my credit of the credit bureau. I have called Literally dozens of times and have gotten no assistance whatsoever. In fact they suggested I paid myself when it was their responsibility. I believe that by law they had two weeks to pay off the loan and they have to do so

  

  Business response

  04/01/2023

  ******,
  
  
  Thank you for taking the time to leave feedback regarding your experience with our dealership, Hyundai of Wesley Chapel. 
  
  I would like to invite you into the dealership so we can review your contract and the details regarding your vehicle being paid off. 
  
  Thank you,

  ***********************;

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1/1/2023 the engine in my 2017 Tucson went out. The vehicle was delivered to the Wesley Chapel Dealership the on 1/7/2023 and is currently still there. I purchased the vehicle 6/6/2020 as a CPO with a 10yr/100k mile warranty. The Dealership has confirmed the engine replacement is covered under the warranty but Hyundai is not honoring the warranty. The dealership has a Carfax of regular/reasonable oil change history. But as of submission of this complaint the car has not been fixed.

  

  Business response

  03/04/2023

  ***********************************, 

  I am glad we were able to assist you in our sister store, if there is any further assistance you may need from us, please don't hesitate to reach out. 

   

  thank you, 

  ***********************;

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

   

  Customer response

  03/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  10/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My issue is with my finance manager ************ didnt realized there was an issue until I started going over the numbers at home. I was approved for ****% APR with Hyundai financing but he advised me that with the rebates I would come out on top financially if I went with a higher interest and the rebates at ****%. I told him to do the math and tell me the difference in interest out and he told me it was gonna be pay about $300 less Im interest if I went with the higher interest-rate. After coming home and going over the numbers I realized that I was lied to and misinformed. by going with the higher interest rate I will end up paying over $800 more over the life of the loan( thats with extra payments). I thought this was going to be my new to go dealership but after being screwed like that definitely will not be back. If youre going to go with this dealership make sure you double check triple check everything and dont take their word for it without checking yourself. Its been less the 24 hours Ive been trying to call my salesman and the finance manager but no answer

  

  Business response

  10/05/2022

  Every customer that finances with ********************** Motor Finance has three program choices: low APR (no rebate), dealer choice (rebate) and standard (rebate). The managers at the desk usually push the deal with the most desirable program loaded in the deal screen. As finance managers we are managed by desk managers, and they set programs. However, we have discretion to change the programs as the customer chooses. The customer can control the program if they wish and change the program when desired. We do not force a specific program upon anyone. We want all of our customers to remain happy throughout their entire ownership process to promote further sales. If we were intentionally pushing programs, it would hinder further sales of family and friends and we would not do this. I wish all of our customers remained happy, but this isn't always the case. Please reach out if we can be of further assistance. 

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2022 Hyundai Tucson from Hyundai of Wesley Chapel in February 2022. Two weeks later, my vehicle began shifting hard into gear and made a loud clunking noise. I took it to the service department at Hyundai of Wesley Chapel and they told me I needed a part for the transmission, but that it was on back order. That was on March 8th. To date, I have received several different dates when the part was going to be in, but as of today's date, I'm still driving the loaner they gave me. I'm a snowbird and have notified them with each call that I am leaving in May and when. Over the weekend I received a text that the part was finally in, but the first they can get my vehicle in to repair it is June 6th at 3:30 (ALSO BY TEXT I MIGHT ADD)! I've tried multiple times to call them, but always have to leave a message and nobody calls me back. What a poor business model! Either fix my car or give me my money back! The vehicle has less than 300 miles on it and I haven't had it since March 8th.

  

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/05/03) */ We apologize for all the hassle you have experienced with your new Tucson. I see we diagnosed the issue as a faulty PCM and placed the order for the part on March 8th. The PCM was on backorder with the manufacturer. The part came off of backorder and was delivered to us on Friday April 29th. You did not need to set an appointment to have the part replaced as your vehicle was here as it wasn't drivable. Typically when parts come in it is a few business days to get the vehicle back into the shop for repair. We repaired and delivered the vehicle on May 3rd, 2 business days after the part was received. I can understand the frustration with having a new vehicle that needs a repair that is delayed by parts being on backorder. I apologize for the situation and the frustration. Consumer Response /* (3000, 7, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Let's be clear. This vehicle has NOT been fixed! It continues to do the same thing as it was doing when I brought it to you on March 8th. To make matters worse, I have REPEATEDLY called and left messages to get the vehicle back in, but have NOT received the courtesy of a return call. And isn't it odd that when I called and asked to speak with anybody in service, nobody, absolutely NOBODY was available. Then I asked to speak to my salesperson and was told he was unavailable. Then I asked to speak to the Sales Manager and he is unavailable. And when I asked to speak with any sales person, I was asked by your rude receptionist..."Do you want to leave a message or not?" When I retorted "Nobody ever calls me back" her response was "Well, I can't help that!" You have the worst customer service model I HAVE EVER ENCOUNTERED! Again, BUYER BEWARE! This dealership will sell you a car, but cannot or will not service it and forget getting a call back! Business Response /* (4000, 9, 2022/05/10) */ I am sorry to hear you are having issues with your vehicle again. I did receive a call back slip for you on Monday 5/10/22. I did call you back and you stated that you had an appointment for the vehicle at Hyundai of New Port Richey. Again we apologize for the hassle and the frustration with your vehicle. Consumer Response /* (3000, 11, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) You failed to mention that you called back four days, FOUR DAYS after I called and left a message. I finally called another Hyundai dealership, a much friendlier one I might add, that answered the phone the FIRST time I called, who had a service manager available THE FIRST TIME I CALLED, who was willing to get my vehicle in RIGHT AWAY! Had you done your job correctly, your service technician should have taken the car for a test drive, preferably with me, before allowing me to leave with the vehicle in the same condition as when I brought it to you two months earlier. What you call frustration I call downright rude and non-existent customer service. I'm left to wonder if the part was replaced at all.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We bought a car from this dealership and when we were with the finance manager being, Chris, we specifically told him that my husband could not under any circumstances be on the title and registration. I was transferring a tag from my previous vehicle. They gave me the updated registration when transferring my tag. When I went to renew my tag in the third week of February, the DMV has a completely different tag number for me. I called the DMV and they told me I had to call the car dealership. I called Hyundai and was working with somebody in the title department. We bought this car on December 13th of 2021. After a long drawn-out situation, it is now April 20th 2022 and I still do not have a tag for my vehicle. This is an issue that Hyundai needs to rectify immediately with Capital One Finance. Apparently on January 9th it was realized they were unable to transfer my tag, due to the co-signer has holds on his driver's license. So they issued a new tag but it was sent to an incorrect address that was nowhere on the car loan application. When they went to reissue a tag, it came up there were hold on the co-signers license. I got the response, "I didn't realize there were holds on his license." Well, they were told he cannot go on the title and registration. Um, there's a reason we told them this!!! The resolution I want is to send Capital One the corrected information for the title and registration with only my name on it. Then issue me a new tag and mail it to the correct address. It would be nice to be able to drive my car legally!!

  

  Business response

  05/18/2022

  Business Response /* (1000, 7, 2022/05/05) */ Mrs. **** was in the dealership today 5-5-22 and we where able to provide her with a temp teg, and are working with the state on the finale registration. Consumer Response /* (2000, 9, 2022/05/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is correct. Thank you for your help on 5-5-22.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 24, 2021 I had my 2012 Hyundai Genisis towed to Hyundai of Wesley chapel to be diagnosed due to engine knock. I have a warranty through a warranty to company from the purchase of vehicle they did diagnoses that the engine had failed and had to get to the problem for the warranty to company to cover engine replacement during this time I had to call Hyundai repeatedly to get them to do so many times being put on hold for Long periods of time since they have caller I'd Alex the guy handling my work order would either not take more call or would tell me my cars being worked on so I would go see and my car would just be parked not in the bay being fixed after serval times going there they finally got to the problem for warranty to company and the warranty company approved replacement of my engine after almost 3 months of being there the end of march everything was approved engine to be delivered April 1st I was told by Alex that it should be put in the following week which did not happen I call him towards the end of the week once again put on hold for long periods of time left messages no calls returned to me sent text messages no response on April 11, 2022 I call and I am able to speak to Alex he tells me my car is in the bay being worked on so I send my son to see within a hour of our conversation and my car parked behind fence surrounding by other cars not being worked on it's been endless lies to me or being completely ignored mean while they know I have to continue making car payments on this car that I cannot drive

  

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/04/13) */ First and foremost I want to apologize about the phone issues. We have had many challenges with the phones as of late due to the system not being able to handle the volume of daily calls. We have upgraded the hardware and are working to improve the phone handling & performance internally. I want to thank you for your patience during this repair. When we spoke at the store I expressed my frustration with the extended warranty approval process. We clearly had a internal failure in the engine that would only be corrected by entire engine replacement. As I am sure you remember the countless back and forth with them even after we showed them all the metal shavings in the oil pan. Now we have it approved and the engine delivered. Engine replacement is only done by my A level technicians and in chronological order. Your engine is slated to be installed at the end of this week April 15th, 2022. The extended warranty company provided us with a used engine. Once installed we will test this engine and if all goes well. It will be completed by mid next week April 20th, 2022. Again we appreciate your patience and I apologize for the phone and communication issues.

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