Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a 2020 Hyundai Sante Fe on 4/24/24, When we purchased the vehicle we expressed concerns about the bubbling paint repairs on the back of the vehicle. The finance department, when completing our paperwork, explained to us that the purchase of the car included a policy to repair any exterior paint issues and interior issues to the car. I contacted Hyundai about the issue on Friday, July 19th via phone and was told to bring the car in to determine how to fix the paint issues. I came to the dealership on Tuesday, July 23rd and spoke to ***** ********. He told me he was unaware of this policy and I offered to email it to him. I emailed it to him on Wednesday, July 24th with documents provided at the time of our purchase. He responded he would follow up with me. I then emailed on July 29th asking for an update. On Aug 7th, ***** requested photos of the vin, odometer, Middle rear, Right rear, Left rear and Individual blemishes. I sent them on August 20th. August 28th I again emailed ***** for a status update. He responded saying "waiting for a solid answer. I will be in contact with you as soon as i have one." He responded on the 28th with his opinion, but no official determination. I responded on 8/29: The paint that has been put on my car is defective and needs to be corrected. September 16th, again emailed with a status update from *****. No response. September 26th, I again emailed ***** for a status update. On September 30th, **** ****** (general manager) responded to my email that the pictures were sent and waiting on a response. I called on 11/16 for an update and **** was going to call back in 2 days. He called me back on 12/10 and left a message to call. I called on 12/10 and left a message and on 12/12 and left another message and still no response. I just want them to honor the policy of defective paint on my car as sold to us in April.

  Business response

  01/21/2025

  Here is what I have done for the customer
  
  Put her in a rental/loaner vehicle
  We (****** & I) have gone over what needs to be done. 
  
  
  

  Customer response

  01/21/2025

  
  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

  10/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 9th, 2024, I purchased a used 2017 Kia Sportage from McCarthy in Olathe, KS for $13,700. This was a gift for my daughter turning 16. I test drove the vehicle and it had no known issues and a clean Carfax. Our paperwork said the same thing. On about October 12th, my daughter was driving home from a friend's house when she called and said her car died while driving on the highway. She had to pull on to the shoulder. She tried to start the vehicle again and it started up but started shaking extremely bad. I went to pick her up and had to drive 20mph on the highway because it was shaking so bad. That day, I called Mccarthy to explain what happened and they said unfortunately, we didn't purchase the extended warranty and were out of luck. We then took it a mechanic in Gardner, and he told us that there was a lawsuit against Kia for faulty engines and it should be covered. I then called KIA and was told our vehicle was tentatively qualified for the fix and we set up an appointment to have it looked at. When I arrived, the guy working said that the vehicle had been brought in on 3 different occasions by McCarthy. One of those issues was the vehicle dying and starting to shake really bad. Kia did an update for these issues, and it was "fixed." Once Kia tested our vehicle to see if it was covered under the lawsuit for an extended warrant/new motor, they said ours did not qualify. The issue was a misfire and bad piston rings. I do have documentation to show the vehicle was brought in for the same issue and this was never disclosed to my wife and me. After doing some research, the lawsuit seemed pretty serious and could result in a wreck or fire in the engine compartment. If I would have known that the vehicle was having these issues, I would not have paid $13,700 cash for it. Kia is now quoting us $7,800 for a new engine and $325 for them to diagnose the issue.

  Business response

  11/18/2024

  On a previous test drive the check engine light came on, our mechanic diagnosed it (RO ******) with an error code of *****, a knock sensor, so we sent the vehicle to Kia.  They replaced the sensor under warranty, and they performed testing as outline by Kia and the test passed.  Had it failed, the vehicle would have qualified for a new engine.  The passed test is noted on the receipt from Kia attached

• Initial Complaint

  08/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 3, 2024 I purchased a 2023 Hyundia Santa Fe from McCarthy Olathe Hyundia. I was not informed that they did not have a title for this vehicle and they are unable to tell me when they may get a title for the vehicle. I traded in a 2016 Ford Fusion. I have requested they unwind this transaction with me and they refused. I was told that they would purchase the hyundia for less than my purchase price and would sell my Fusion back to me for more than the trade in price. Missouri requires the payment of sales tax and application for the state title within 30 days from the date of the sale. My 30 days are up on September 3, 2024. At that time it will be illegal for me to drive the Hyundia. As a side note, they provided me with another buyer's information and appears they forged my signature on some documents.

  Business response

  09/20/2024

  We have been in contact with the customer. We did unwind the deal.  Please close case

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contact McCarthy Olathe Hyundai many times to discuss the scratches on my new Hyundai Elantra. I've attached photos that show the 3 scratches that were on the vehicle. In the advertised image, you can see the scratches located on the bottom right side of the vehicle. On June 18, 2024, I also took several photos of my daughter standing by the new Hyundai Elantra at McCarthy Olathe Hyundai before she got in the new car and departed your premise. In those photos, you can also see the scratches on the bottom right side of the vehicle and on the left rear view mirror. Again, **** contacted me back on 06/19/24 and left a voice message. I attempted to reach him and left multiple messages. I even contacted the General manager and left a message. I received no responses up until 07/15/24, which was really frustrating. I am disappointed that ***** told me there were no scratches or damages on the vehicle before purchasing it, and there clearly was. On Monday, July 15, 2024, I sent ******** an email with my attached photos I took at McCarthy Olathe Hyundai on the day I purchased the vehicle. In those photos, you can also see the scratches on the bottom right side of the vehicle and on the left rear-view mirror. Here is the response I received back from ****. Ms ***** – The pricing on the vehicle accounted for reconditioning, in addition we lowered the price on the vehicle to be in line with your budget. Unless these scratches were noted and agreed to fix fixed as part of the vehicle, documented on a We Owe. I reviewed the paperwork and there was nothing noted on the We Owe. Gary Grace stated she would follow up regarding the 2 key. Nicholas stated he would follow up and provide me with other warranty options. But No responses. (Full complaint is attached)

  Business response

  07/22/2024

  We have contaced the customer. The vehicle was brought in this morning for touch up on the scratches.

  Thank you

  Customer response

  07/31/2024

   
  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

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our Sonata started burning oil. We took it to the dealership after it started shaking. We explained that it had been going through a lot of oil. They did not mention that the car’s engine was under warranty because this is a common problem. Instead they “fixed” it and charged $1600. We picked the car up and a week later I noticed the car felt different while driving, so we checked the oil. It was low on oil. We took it back to the dealership. The manager told me that they did fix it because the check engine light was off. Told us to keep adding oil. We did that until the car started shaking again. We ended up towing the car to the dealership on 5/2/24. Finally we were told that we could call Hyundai and start a case regarding the issues with the engine. We immediately called and after giving Hyundai all of the information, we were shocked to learn that they had no record of issues with the car even though the dealership claimed to have called them after the diagnostic. Hyundai gave us a case manager. The dealership told us that they would diagnose the car on 5/7, and we were forced to get a rental while they had the car. When our case manager called them on 5/7, he was told our car hadn’t arrived yet. We called the dealership and were told there was a mix-up. They did not diagnose the car on 5/7 as promised. 5/8 the case manager tried to get a diagnosis but didn’t. He tried all week but they “hadn’t gotten to it.” I went there and was told they would have an answer by 5/10. They did not. They did not contact the case manager until 5/14. We had already spent $750 for the rental. Our case manager said the car wasn’t displaying the right code and the warranty was up. He said it wouldn’t have been had we filed a claim when we first started having issues. We could not afford to continue with the rental, so we were forced to allow them to “fix” the car again. It was another $1300, and we were told the car would continue to burn oil. We want rental reimbursement.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased a new vehicle from McCarthy Hyundai in August. Have had several issues with the car since we drove it off the lot (wireless chargers not working, doors not opening correctly, etc). Was not told we would only receive one key until vehicle paperwork was signed. Was then told that we couldn't use the digital key unless we had an android phone (again, wasn't given this information until AFTER purchase). Was told that we could purchase a secondary key from the parts department at our expense. Title paperwork was filled out incorrectly on their end, which cost us two afternoons at the DMV. However, the most egregious fact is that between August when we purchased the car and today (12/5), according to my records I have called, emailed, texted, or used the site chat functions on 13 different occasions to try to resolve these issues, and have not received a single call back from the dealership with any attempt on their end to make amends. Not one. The only callback I received was after leaving a 1-star review. On that callback the representative (***** ******) promised he would resolve the issues and get back to me immediately. That call was on 11/10. It is now 12/5.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/9/2022, my 2017 Hyundai Tucson stopped running in the middle of the street and was towed to this dealership. I was originally told that they wouldn't be able to look at my car until 4/13 or 4/14 and would call to let me know what was wrong. I never received a call, so called them on 4/15. I left my name and number, but never received a return call. I called again on 4/16 and was informed my car needed a completely new engine, an email was sent to corporate asking permission to replace my engine, and my car may not be totally fixed from anywhere from 2 weeks to 4 months. The one and only time they actually called me was on 4/18 to inform me that corporate approved for my engine to be replaced and the parts were ordered. i was told I would be notified when parts came in to dealership. Out of my first 4 conversations within the first week, 3 initiated by me, I had requested a loaner car or for a rental to be paid. They told me each time either that they had no loaners, their 3 loaners were maxed out on mileage, and/or they couldn't help me with a rental. I did my own research and found the number for Hyundai Customer Service, where they advertise that they provide a free service loaner or free rental car if you need engine repairs, specifically for this car. I was given a case number and told I would be contacted by my case manager. I was contacted almost 2 weeks later, and told they will pay for my rental (up to $60/day), but will not pay fees or taxes. I will also not get reimbursed until my car is completely fixed. I have tried the last 2 weeks to get an update on my car to no avail. I get put on hold, or told they need to talk to the parts manager. They take my name and number, but never call me back. Meanwhile I have to pay for my rental each 28 days, and start a new contract. I am one month in now, and have no idea the status of my car. Can't get an answer. I am clearly not a priority, but paying $1375/mon for rental fees. I see no end in sight.

  Business response

  05/24/2022

  The customer has picked up their vehicle.

*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. ↩