ComplaintsforTaylor Hyundai

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received notification of a recall from Hyundai, but I hadn’t had the problem at that point! On **** *** 2023 I experienced an issue where my engine and oil light came on simultaneously and my car slowed to a stop then sped up slowly. On the **** I took my car in to Hyundai. I could not get a loaner or anything until my car was diagnosed. My car was diagnosed **** *** 2023 and still no vehicle. On that day I received 12 issues with my car which is crazy because I take my car in on a regular basis for maintenance!!! I have called repeatedly and physically showed up to the dealer to no avail. The service manager immediately threw corporate under the bus. I called corporate hoping to resolve my issue but yet again hurry up and wait!!! I’m at the end of the 3rd week of waiting and still no end in sight… I am paying a friend to use their vehicle and now they need it back, but what am I to do ??? Continue spending money when I most likely won’t be able to get to work unless I do. The service manager said it will take 6 months to get reimbursed for a rental, and that he has every loaner out. I now have $2093.00 in repairs and an engine waiting to be fixed and NO END IN Sight Taylor Hyundai informed me this morning that once there is a mechanic available, he would be freed up and work on my vehicle. This experience has been extremely frustrating, especially since Taylor Hyundai was aware of the significant recall issues(?). There appears to be a lack of preparation and the customers are now suffering because if it. My engine has been delivered and is sitting there for any mechanic to have availability. That is unacceptable. I am disappointed, frustrated, and angry! I know that Hyundai is better than this… The customers deserve better than this!! Taylor Hyundai of Augusta **** ********** ** ******* **

  

  Business response

  07/19/2023

  This customer us upset with the time required to process the vehicle through Hyundai to get the engine approved for replacement. This is a part of the policy letter from ******* ***** ********
  "Vehicle Maintenance Review Requirements When there is a reasonable basis to suspect maintenance neglect based on an inspection of the engine condition: 1. Dealer must inform customer that maintenance neglect is suspected and ask the customer to provide all oil change receipts. 2. Dealer must document how and when this was communicated to the customer in the “Maintenance Review” portion of the PA form. 3. Dealer and *** will provide the customer up to 10 business days (exact amount of days dependent on the customer’s requested time) to gather records before making a final decision. NOTE: *** may make a decision prior to 10 business days if a customer acknowledges any available records have already been provided or if no records are available. 4. *** will make all final decisions related to engine condition and advise the dealer accordingly."
  
  Once the vehicle engine replacement has been approved we put the customer in the next available Hyundai Service Rental Car (SRC).
  
  Customers engine has been approved by Hyundai and customer is currently in a SRC that Hyundai is paying for. 
  
  The customer was informed of the average time that it is taking Hyundai to process reimbursement claims per feedback that we are getting from other customers which they say is taking 5 to 6 months.

  Sincerely,  Bob S******, Service Director.

  
  

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve never been into social media to conduct vigilante type justice, but it needs to be put out there. @TaylorHyundai took my Sante Fe into their jurisdiction on ***** *** for a paint recall due to peeling experienced by 2020 models with the white pearl paint. I received a phone call from ******** in ***** stating they found my military ID on the ground and they did not have my car any longer and wanted to make sure I got it. I tried multiple times to call Hyundai without a return call. Finally, I was able to get the service manager on the phone because I was concerned that my ID was found on the ground and ******** states my car was no longer at their facility. The woman I was speaking to on the phone went on a rant: ‘I do not get paid extra to check on all of the recalls.’ ‘My manager is in the hospital and I do not have time for all of this.’ ‘You’re lucky you aren’t the girl whose windshield broke during the repair.’ The list goes on. Needless to say, my car was still at ******** and it was still pending paint on *** ***. Flash forward to *** ****- ‘Ma’am, your car is ready for pick up and also, you owe us 790 dollars for a new windshield.’ 1. I never received a call telling me my windshield was broken. 2. My windshield would have never been broken if it wasn’t in their jurisdiction for a faulty paint job. 3. It’s against the law to force a person into a windshield without their knowledge. After speaking to corporate and the service manager *** ******** at Taylor at Hyundai- they are continuing to hold my car against me until I pay the almost 800 that I should have never been billed. I never signed anything stating I was aware of windshields breaking, nor was I alerted or told my windshield broke.

  

  Business response

  06/23/2023

  Our Service Manager and the customer agreed on a $600 refund. It was discovered that our Service advisor did not properly disclose that the Goodwill repair (vehicle was out of warranty period) authorized by ******* ***** ******* did not include any potential damage to the windshield during the paint process.  Sincerely,  **** *******, GM.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April ** I had one of the service technicians come to my house as part of the ******* ******* Valet to pick up my car and bring it in for routine maintenance. The vehicle was brought back to me later that afternoon and sat parked overnight until work the next morning. Once the sun finally shined onto the vehicle, I noticed a decent sized chunk of paint missing from the bottom of the driver side door. I had been checking on my vehicle using the surround view monitor within the ******* *** while it was in the dealer's possession and noticed at one moment my door was within a couple inches of hitting the lift, which leads me to believe the door hit the lift as the technician got out. The vehicle was hand washed a day before and the damage did not exist. They also washed the vehicle while they had it and left water spots all over the paint as well as oil/grease marks on the interior door panel, steering wheel, and center console. I sent screenshots of the surround view monitor showing where the door was in relation to the lift as well as pictures of the damage, and I was still told that they were not responsible and had nothing to do with it. I also checked my home security cameras from the night before and the morning of and the damage did not exist. But yet, their defense of not doing it is a super grainy security camera snapshot where the service manager didn’t even recognize my vehicle had black molding in it.

  

  Business response

  04/14/2023

  This issue has been resolved between us and our customer. Could not determine where damage occurred, repair to be completed as goodwill thru Hyundai store.  

  Customer response

  04/17/2023

   
  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

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Brought my 2015 ******* ****** into Taylor Hyundai in July as part of a recall (the sunroof shattered). Hyundai set us up with a rental and called me twice to set up service. Both calls I informed them that I have a rental and the car was already there. Today, September **** and over 1 month of my vehicle being there, I called to get the status of the car, to which they replied that they have no record of my vehicle being there. I either want my vehicle located, fixed and returned, or I want a new vehicle as a replacement. This is my third encounter with Taylor Hyundai and every single encounter has been horrible. They are the most disorganized and unprofessional business I have ever dealt with.

  

  Business response

  09/22/2022

  Business Response /* (1000, 5, 2022/09/21) */ Service department spoke to ********' mother on Tuesday morning ****** advising her that the warranty repair was completed. This repair requires vehicle to be sent to an authorized body shop which created the delay in repair. Vehicle is scheduled to be picked up today. Consumer Response /* (2000, 8, 2022/09/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were never sent anything about any of the recalls for the *** engine in our 2013 ******* ****** and a few weeks ago my fiancé was driving the car with our 5 year old in the backseat on Interstate ** traveling in the left lane and then all of a sudden the engine stalled and completely died and put them in serious danger with being in the left lane needing to cross over FOUR lanes of fast moving traffic with absolutely no power to do so but luckily they made it to the shoulder on the interstate just as smoke started pouring out from under the hood due to the engine almost totally going up in flames, when I arrived to them on the *** shoulder it was still smoking, I did a little research and that's when I found out about all this extensive engine trouble they have been having and the recalls that I was NEVER informed about so I then had the vehicle towed to the local Hyundai dealership (Taylor Hyundai). The car has now been at the dealership for over 3 weeks now and it's to the point where everyday we are constantly given the run around between the dealership service department, Hyundai corporate and Hyundai warranty department. When they first worked on it they admitted that it was a Hyundai Engine manufacturer warranty defect that has been totally recalled on the engine due to bearing & crankshaft failure and they even admitted that I was never sent anything about the recall due to not being properly updated in the owners history even though I had done this about two years ago when I went to purchase parts from the dealership and the service advisor told me he was updating my info in the system but this was obviously not true or he made a mistake somewhere. They then sent us an update a few days after the car got there that they filed the warranty claim to see if Hyundai Engine warranty would approve the engine replacement. Needless to say that was 3 weeks ago and now I've talked to so many people from Hyundai and each one telling me different then the last person

  

  Business response

  07/18/2022

  Business Response /* (1000, 5, 2022/07/11) */ Vehicle was towed in to our facility on ********** and was put in line for repairs. Vehicle was inspected, tested and diagnosed and all required information was submitted to Hyundai Corporate for authorization to replace the engine on *********** Hyundai requested maintenance records since very few we found on CarFax so we contacted customer on ********** and requested copies of them and was informed that they did their own and did not have receipts we responded to Hyundai on ********** that there were none. Hyundai requested we bring the vehicle back in and provide valvetrain pictures of the engine which we did on ********** and submitted them to Hyundai. On ********** Hyundai approved replacing the engine under the warranty extension and we authorized a rental vehicle for the customer and ordered the required engine. Engine will be replaced under warranty extension within 5 business days of the engine arrival at no charge to the customer. on a side note, Hyundai corporate does not pull addresses from the dealership info system. Addresses are updated in the Hyundai corp. system only when warranty work is completed at dealership. Consumer Response /* (2000, 7, 2022/07/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had my car towed true about 3 weeks ago, and I called everyday to check on the status. It took about 2 weeks for me to get any information from them until I asked to speak with the service manager. According to corporate I was supposed to get a call with in 3-5 days. The manager told me the issue and said the total cost would be 3100 and it's not covered under warranty. I called the manufacturer and provided my VIN and was told it was covered under warranty. I was not offered a loaner car or rental car reimbursement from the dealership, but the manufacturer said they would cover it. I called for another week to check the status if my vehicle with no answers until I got upset and threatened to Sue. My service rep then called with all these excuses and stated that my car would still cost 3100 and it's not covered under any warranty. I was told different by the PEOPLE that make the CARS.

  

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/04/18) */ Unfortunately the repair is not covered under manufacturers warranty. If someone at Hyundai has approved the claim we would receive some type of case number. Vehicle was towed in, we checked it out and found that turbo was defective, the only warranty on the vehicle is the warranty extension on the rod bearings, the intercooler that was damaged when turbo failed, came in ********************* will finish repairs tomorrow and vehicle will be returned to customer. I explained to customer on the phone what had failed and that it was not a part of the warranty extension and she approved repairs at that time. Attached is a copy of the Warranty extension from Hyundai.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On ******* **, **** I brought my **** Hyundai ****** in to Taylor Hyundai of Augusta on Washington Rd. Augusta, GA. There has been almost no communication about the vehicle up to this date **/**/**** other then "the vehicle is still undergoing testing and waiting approval". My calls go unanswered and my messages go un-returned. It has been almost 1 month now being without my vehicle and not getting any answers. I have been more than patient and polite with Taylor Hyundai but I do not appreciate the lack of concern and communication with them. I need this issue resolved.

  

  Business response

  04/13/2022

  Business Response /* (1000, 8, 2022/02/25) */ Hyundai approved the customers warranty claim on the **** of ***. The time frame for approval was the about average for a motor claim. Customer is in loaner vehicle waiting for engine to be replaced. Consumer Response /* (450, 10, 2022/02/25) */ I have heard from the company. They have helped me with my issue. Thank you BBB for helping me.

*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. ↩