ComplaintsforEttleson Hyundai, LLC

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/22/22, my wife and I purchased a 2022 Hyundai Ioniq 5 (NE1) from Ettleson Hyundai. At this time, we also agreed to pay for a Service Contract on the car. During negotiations, I explicitly asked Ettleson Hyundai whether, under the Service Contract, I could bring my car in to any Hyundai dealership that serviced fully electric vehicles. I was told that yes, I could. In 2023, I attempted to bring in my Ioniq 5 to Hyundai of Palatine, which is a Hyundai Dealership that services electric vehicles. I was told they could not provide me service under the service contract for some reason. I called Ettleson Hyundai and was eventually told I could not bring my car to Hyundai of Palatine because they were owned by a ********************* They redid something with the service contract and I was given the attached Pre-Paid Maintenance Agreement which is for 6 years/90,000 miles for a Turbo Car. At this point I thought everything was fine. On May 31, 2024, I went to Hyundai of Palatine for a recall on the car for a software update. While there, an employee in Hyundai of ***************************** asked me about my service contract. He asked my why I had 2 active service contracts, one for a turbo car and one for a non-turbo car. He told me that they can't file a claim on a service contract if there are multiple active ones. The same employee also asked me why I even had these contracts as they were for non-electric vehicles while I had an electric one. I had no idea and he told me to call the finance department of my dealer. I also called the phone number on the attached Pre-Paid Maintenance Agreement to try to get answers. They also told me I had to contact the finance department at my dealer. I called and left messages asking for a call back with Ettleson's ****************** on June 4, 5, 6, 7, 11, and 25, 2025. I received no call backs. I called and left a message with Ettleson's General Manager on June 28, 2024 asking a callback. No call backs have been received.

  Business response

  07/26/2024

  We were able to reach out to the contract provider and confirm there indeed is a technical error causing the incorrect maintenance contract to be issued on the Ioniq 5. While this issue was previously addressed, it seems that the fix applied at that time did not take due to this technical issue on the provider side, and in fact created a second contract on the same vehicle. While the dealership the client brought the vehicle to is indeed Canadian owned, they are still obligated to accept the Hyundai Protection Plan contract. Due to the same technicality though, they were not able to accept the contract(s) that are in place. Ettleson Hyundai and Hyundai Protection Plan are working to correct this issue immediately. Our sincerest apologies for the difficulty in reaching an agent at this dealership to assist. The clients and I were able to connect and cover the options available to rectify this issue. All parties are hoping to have closure by early next week, allowing the clients to use the protection they desired, at any Hyundai location in the continental **.

  Customer response

  08/07/2024

   
  Complaint: 22014725
  
  I am rejecting this response because:My case has not yet been resolved. I received a phone call last week from Ettleson informing me they were working on it still and would call me this week with an update. 
  

  
  

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

  Business response

  08/14/2024

  We do have a correction to this contract, and it has been sent to the client. We apologize for the difficulty, and inconvenience this has caused. Hyundai Protection Plan has corrected the error on their end, and has confirmed this contract to to be valid and available for use immediately.

  Customer response

  08/16/2024

   
  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

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/11/23 my Check Engine Light illuminated. I returned to Carmax and was instructed to bring the car to Ettleson Hyundai due to the Hyundai dealership warranty. **** greeted me. After waiting over an hour, **** stated they were unable to look at my car. **** also stated I need to return my vehicle to Carmax. ****** took my vehicle and set me ** in a rental and told me they would personally bring my vehicle to Ettleson for repairs. On 6/23 I was informed by Carmax that my car was ready for pick up back at Carmax. I called **** to get information. Left voicemails and never received a call back. The dealership paperwork stated they cleared the check engine light, no work was performed. Less than 24 hours later the Check Engine Light came back on. I called **** again at Ettleson for instruction and guidance and was once again advised to return my vehicle to CarMax. Returned on 6/24 and my vehicle remained in the shop with no information provided from dealership except when I would call to speak with someone, usually leaving a voicemail and waiting for a return call. On 6/29/23 was told my car would be ready next day Friday 6/30. Called back on Friday car was not ready and now told wouldn't be ready until after the July 4th Holiday. On 7/5/23 still no update. Finally on 7/7/23 ***** from Ettleson informed me my car was returned to Carmax (Hillside). I informed them it was supposed to be returned to the CarMax ******** location. I was then told car was ready at ********. When I arrived at the ******** location to pick up my vehicle, they stated my vehicle was not there and was yet to be returned. Two hours later I was put in an Uber to Ettleson to personally go retrieve my car. I also had a ****************** scheduled with Ettleson on 7/17. I asked to reschedule and was informed someone would reach out. No calls or follow up yet. I truly feel this was absolutely poor and unacceptable **************** from **********************. Next scheduled service cost should be covered.

  Business response

  07/21/2023

  It sounds like you purchased your vehicle from CARMAX and so you had to deal with them for the repair.  CarMax brought the vehicle to us for repair and that is our customer and contact and not yourself.  I agree the service was not timely, but Carmax was not on top of it, that is whom we had a repair agreement with, we should not have had any contact with you.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new vehicle from them and it was in the shop for over 2 weeks while they tried to figure out the problem. Got it home and found a bubble in 1 of the tires. Been trying to reach them on the phone for over 2 weeks. Nobody ever calls back even if you leave a voicemail. I spoke to the ** ***. I advised *** that their customer service was horrible and told him about my original problem which was a defect tire. *** told me to shop around and see if a local tire shop would warranty the tire since it is almost new, I shouldn't have to waste my time for something they are responsible for. He stated that if nobody agreed to trade it I should bring it in and they would take care of it. Well I was told to bring it in today early morning so I can get in and out, only to find out they didn't even order the tire and I was told to come back at 2pm, it was 8am and I'm running late to work... kinda defeats the whole planning ahead. Started calling them around 1pm to make sure they have the tire since they are about a 45 minute drive away but of course i can't get a hold of the service person Ozzy. After about an hour and a half of calling they finally get back to me to tell me that *** didn't know anything about the tire, I supposedly only called *** to complain about their customer service. I asked to speak to *** and was told he was off and they called him at home to ask about the tire. I asked to speak to someone else and was told someone would call me back in a few minutes.... this was about 2 hours ago. I am getting new tires installed because this is my daughter's vehicle she uses to get back and forth to/from school and obviously these tires are no good. Discount tires found a defect in a second tire while doing the work. I would like full reimbursement for the tires I had to purchase since ettleson hyundai refused to fix their problem.

  Business response

  07/20/2022

  Tires are warrantied by the Tire Manufacturer, not Hyundai or the Dealer.  If you brought the vehicle to a Tire repair place and they said it was NOT a manufacturer defect, then it was likely a road hazard that caused the problem and the consumer is responsible for the repair/replacement.  If you purchased the Tire Road Hazard warranty from us, when you purchased the vehicle, then we can submit a claim for reimbursement, just let us know if that is the case.

• Initial Complaint

  01/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/13/21 I took my car (2016 Hyundai Sonata Hybrid) for an oil change, tire rotation and flush. I was notified . about 2 recalls on my car. Smart Junction box recall 210 and Engine monitoring logic recall 966. The recalls were taken care. My car was driving normally the following day and then I noticed the check engine light came ON while driving on 355 expressway. A message came on the dashboard that said turn off engine immediately so I pulled over. I then had my car towed home. On Wednesday 12/15 I had my car towed to Ettleson Hyundai in the morning. I had explained *********************** what had happened and I was told they would look into it. The next day I was told my battery was dead, **** told me he was getting 10 different codes and recommended I purchase a new battery, which I did @ $309.13. This was concerning since I didn't have a battery problem before. **** told me this could have been the reason why the car was generating so many codes. On 12-20-21 I got a call back from **** stating that all the codes were cleared except for 1. This code was P1326 which is a knock sensor, I read up on this code and it is a problem with the connecting rod bearings. **** said he communicated with Hyundai and said they would take care of this code at no charge. On 12/31 I was called and told my car had been fixed and no codes were coming on, I was also told the code may come back. **** told me my claim was open with Hyundai. On 1/2/22 I was driving late morning and the same message came on my dashboard. I was close to the dealer so I took it in. I had not received an update or status on my car after I left it, 3 weeks had gone by, this is unacceptable I have been struggling to get around. On 1/22 I called since I felt as I was being ignored. I spoke with **** and he said I was not in the system, he eventually found my file and he said they were working with Engineering to resolve this issue. On 1/26 I received a call from **** and he said they're working with tech support.

  Business response

  01/31/2022

  After driving the vehicle for a week we cannot get the car to produce the code/error, so the best thing to do is for **************** to pick up the car and drive it and then let us know if the code comes on again.  We are in touch with Hyundai Tech line and have a case open on the vehicle.

   

  ****

  Customer response

  02/02/2022

   
  Complaint: 16689770
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  I'm sorry I'm rejecting response this has happened before you can't just fix a problem by reseting the computer . I did my research on P1326 code it is a recall faulty engine produce by Hyundai , the engine sounded really bad and it was knocking and there is numberuss complaints of code P1326. I do not want to pick up my vehicle knowing it isn't safe to drive. Please fix this issue . Thank you 

  Business response

  02/03/2022

  We contacted Hyundai ************* and there is nothing more we can do at this time as the vehicle is not showing any codes and is drivable.  We gave you the 800 number to contact Hyundai and set up a case with them.  Your vehicle is way out of warranty and they will not replace the engine if it is not warranted.  Please come and pick up your vehicle or we will be forced to charge you storage fees.

  Customer response

  02/17/2022

   
  Complaint: 16689770
  
  I am rejecting this response because:

  I would like to know on January 4, 2022 what did the check engine code read . I wasn't given any updates of my vehicle for 3 weeks and that's after I called . I would like to know please . You can't just reset codes hoping code won't come back. This isn't fixing the problem . You mentioned to me that the vehicle was driven and no codes ? Yet I had my vehicle towed  back to my house February 14, 2022  , and this morning was the first time I drove my car , and it seems like it's was loosing power , engine is knocking really bad , and it was shaking . That's why I would like to know what did code read on January 4 , 2022?  
  Sincerely,
  
  ***********************

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