Complaints

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the dealership in order to change the left wiper who wasn't working properly, leaving water on the windshield. They changed it last week but I noticed that there is a arc shape (scratch) on my side (driver) so I contacted them and explained the issue to what I was told that I have to pay myself for a new windshield which is inadmissible as the car has only 4784 miles and this isn't my responsibility.

  

  Business response

  12/10/2024

  Thank you for letting us know about your issue with the wiper blade & windshield. We went back thru our repair history & we have not found where this was brought to our attention. We have called your number that is on file with no success. Please call us back at ************ to discuss further.

  Customer response

  12/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I called the service department concerning the wiper and windshield issue the day after they had changed the wiper and told them that the windshield had an arc shape scratch 
  Sincerely,
  
  ******* ******

• Initial Complaint

  10/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BTW I WAS LOED TO TOLD IT WAS A NEW TRANSMISSION AND IT IS USED !!!!!! So I traded out 2,500$ down on a jeep plus another 2,500$ on a warranty stating any problems it was gonna be handled through swope. The 3rd day having my car the car transmission is slipping , the sunroof didn’t work , the radio stopped working and all around the car started driving bad . So I took it to swope to get it fixed they said it would be a 7 hour job , a week later no jeep or rental was provided and I asked for days and they couldn’t tell me what was wrong with my jeep. About the end of a week since I dropped it off they finally gave me a rental mind u at this time my baby mom is in labor and we had no car so I left her in the hospital to get the rental which I had to put money down for that I wasn’t told about . Yesterday I got my jeep back out their shop and it sounds worse than when I took it in I’m trying to trade it back cuz I’m paying 20,000 on a car that I was told was a great car for me and my family to last not I haven’t even had it a year and had to get it fixed and now that I got it back they told me the car just has to get used to how I drove I know it’s not the case that just means I gotta deal with it I would like help getting info out on how they are doing this cuz I have no car and I have wasted a lot of my savings I just need a better car for me my son and my girl to get to work and doctors appointments and I missed work cuz of this

  

  Business response

  10/24/2024

  We understand your concerns and are grateful for the opportunity to address the concerns on how the transmission responds after the replacement yesterday, Oct 23rd, 2024. Please understand there are protocols the dealership must follow, such as the availability of a loaner vehicle to provide and guidelines of what your extended warranty covers. Do not hesitate to reach out to us if you have questions or concerns we didn't address during your visit. 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 14 my 2023 Hyundai Palisade wouldn’t start. I had to get it towed into the dealership on July 15 (the Monday after). When they read the code they determined that my transmission shift control module needed to be repaired this was July 16. When that part came in on July 22 they were taking out part to instal the new part and saw broke cables and informed me threw text they would be ordering a new harness connector. 2 days later on July 24 I got a call saying that part had animal damage and wasn’t under warranty all the sudden because it had “animal damage”. I spoke to the service manager and Hyundai corporate and corporate said there hands were tied. I ended up just having to get it fixed thinking at least my car would be out of there. 7/31/24 my car was finally done and ready for pick up. I left a voicemail the same day saying my car still wasn’t acting correct of course never received a call back. August 4th my car won’t start again with the same thing coming up on my car ‘shifter system malfunction Service immediately’. I called for a tow same day and on Monday they called me asking why my car was in and then said it would be awhile before they could get to it because they were booked. They called me before 10am and claimed the exact same part had animal damage and needed to repaired. Come August 7 they called me and told me it was either animal damage or someone is cutting my wires. To open my hood they would need to be in my locked car or my car would be alerting me that someone was in my car. Unless it was them. Or if it was snagging on something under my hood. And also informed me that there was no NOTHING left of an animal under the hood. The first time they had my car I had a loaner 2024 Hyundai palisade and also have close neighbors none of which have been touched by animal damage to their vehicles and neither has my husbands who’s sits right next to mine. I have tried to ask multiple times other options and get rude responses everytime.

  

  Business response

  08/19/2024

  Unfortunately for the customer, with the issues being outside Hyundai manufacturer's defects, the service department has to report their findings as a non-warranty issue. The fixed ops manager did attempt to submit the concerns for warranty repair before the frayed wires were discovered. Once all components and parts were removed to access the defaulting parts and wires, it was then discovered evidence that a rodent had damaged the wiring harness. HMA cannot warranty against rodent damage. The fixed ops manager did provide a loaner car at no cost to the customer on both repairs. 

  Typically, the service department instructs the customer to reach out to their auto insurance provider for coverage of said damaged. At this time, we do not know if the customer has looked into this option.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my appointment date was Wednesday april 24 for shock sensor to be installed I had already purchased the part through their parts department and already had my car diagnosed prior to making this appointment. The service manager junior called me a couple of days later after my car was dropped off and said it needed ignition cores and spark plugs i spoke with junior and explained i had just replaced the ignition cores a month ago he insisted this was the problem according to his diagnostic test and would fix the issue i agreed if to have them replaced if it would resolve the Issue On april 29 I picked up my vehicle the engine light came on while driving the transmission was slipping the manifold was shaking and vibrating the engine was trying to stall I barely made it home. I called junior back and he said bring it back and i will look at it to see what is wrong. i had it tow back to the dealership service department 2- 3 days later junior called me and states oh its the cv joints causing your issue i put it back on the the diagnostic machine and the charge to diagnosis it is another 115 on top of the 733.73 I had already paid for nothing. at that point I told junior i will be there to pick up my car.

  

  Business response

  07/24/2024

  *** ******

  I do apologize for your experience in our service department. I would like an opportunity to speak to you about these issues at your convenience. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This all started in January. I have emailed and called every month. I have those records. Money wise my down payment, my monthly payments, work missed and deductibles. I purchased a vehicle from Swope Hyundai in January. Less than 3 days after I purchased, I had the check engine light come on. I took it to see what the code was. It was a Cadillac converter. I called and took it up there and advised what the code I was getting and the service person didn't believe me. Stated that I would have to pay for the Diagnostic, and then they would have to see if it was covered. I was not happy. We got that fixed it was covered under the manufacturer warranty. Then I started having more problems and emailed calls and was brushed off. Well, finally, it came on again in I called, and they told me to bring it in. Well, I couldn't drive it. So I had to use my tow service to tow it cause the warranty company only covers 50 dollars. Nope, they are 40 minutes from me. They had my car for over a week. This time, it jumped time. Was told I would have to pay for the diagnostic testing and the deductible not once but twice. I went off. Cause I shouldn't have to pay twice when it's all in the same visit. I have had my car back less than a month, and it is back on again. This is not the way you treat customers

  

  Business response

  07/25/2024

  After looking into **** ********** concerns, finding the issues were covered under either the manufacturer's warranty or her extended warranty, we understand the inconveniences are never ideal. Our service department has a check and balance process to follow and unbeknownst to what the issues could be, we have to clarify the costs of diagnostics with each customer. We do waive the diagnostic fee & only the deductible would be charged if the vehicle is under warranty. If there is a persisting check engine light on, we'd like to diagnose the issue at no cost to the customer. 

  Customer response

  07/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:  cause it took them 2 and a half weeks to respond to me after multiple emails and phone calls.   I even call corporate Hyundai and they could get it scheduled.   I have to pay for the diagnostic to be ran and then if any thing has to be repaired then I jave to pay the deductible on it not once but maybe even twice.   The problem has not been fixed.   It still makes a popping noise and the check engine comes and goes.   I have all the emails and text and call logs of when I called and when i was called back.   If they would have stood by their 3 day return it would be here.   But now I'm paying for it.   
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I towed my car because of car was not turning on( $180). The car sat in their lot for 2-3 days, so I went to the dealership to see if they could give me an answer since they never answer their phones. After waiting all for 5 hrs I was told by the service department that it was the engine that was an issue. They tested the battery and everything is fine. They said they would get in touch with Hyundai Manufacturing to see if they could replace the engine. The very next day they came back and said oh it was the battery that was an issue. So they went ahead and replaced the battery. I went to pick up the car and the battery light was still on dashboard. I asked is issue fixed cause I had to leave the fort Knox to a new duty station and I could not afford issues in the middle of the road. They assured me that, everything is good I just need to keep driving and that light will go away once the battery and alternator getts enough charge.I drove 20 miles and the car broke down right completely right before I entered the base. I had to tow the car back again to the dealership. The next day I left for my new duty station to Florida. After a couple of days, they told me it is not the battery that was bad it might have been the battery sensor. But still not sure if that is the issue, which will cost me another $646. If that does not fix it, they will replace the alternator which I might have to pay money for again. They keep running me down this rabbit hole. I am already at my new duty station with no car for almost two weeks and had to get help from co-workers to go back and forth from work. I am a junior enlisted soldier with limited money and have a family to take care of. This dealership is bleeding me dry because of their greed and incompetence. Please help me.

  

  Business response

  02/27/2024

  *** *********** Thank you for bringing your concern to our attention. We appreciate customer feedback as it allows us to improve our processes. It is my understanding that you have spoken to my service manager {**** ********* & your concern has been resolved. If you have any further questions or concerns, please feel free to contact me at ************.

  Sincerely

  ***** ******

  General Manager / Vice President

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped my vehicle on 7/03/23 to have knock sensor fixed. Picked up vehicle on 7/21/23. As I was driving it I noticed the air conditioning didn’t work at all, it worked without any issue before I dropped it off on 7/03. I went back to the dealership immediately and informed them of this. They not only refused to take responsibility for it going out under their care they want to charge me to repair it.

  

  Business response

  07/26/2023

  The customer had a service appointment scheduled to diagnose his issue the day this complaint was filed but couldn't make it. The Service Director at Swope Hyundai, **** ********* has spoken with the customer and scheduled a follow up appointment for this Saturday July, 29, 2023. A technician will be inspecting the AC and resolve his concern. 

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting on a cpo inspection and a radar system to be installed for over a month and a half now . My car note was due in the 13th of April. I signed documents finalizing my loan through abound credit union on march second. I have been accommodated with a loaner, yet the loaner was on my possession so long , I had to bring it in for an oil change and I felt as if the back tires were loose . To the point I didn’t feel safe driving it. Now I’m having to ask my bank to work with me on payments because the part has just now came in last week , yet I don’t get to pick up my car until latest next Wednesday. I’m almost considering canceling the auto loan in general . I didn’t sign documents to purchase a car that needed to be fixed or to be pushed off as if it’s not urgent .

  

  Business response

  04/26/2023

  
  On 3/2/2023 *** ****** purchased a 2021 Elantra from us that had just came out of service loaner Status and still needed its certified inspection completed.  Upon completing the certified process the cross-radar system showed a recalibration code fault.  On 03/03/2023 *** ****** was contacted to let him know about the problem with the vehicle.  On 03/06/2023 we were informed that the radar was on back order and could take 30 days to receive the part.  Along the way *** ****** was contacted which was documented in our customer records system on 3/7/2023, 3/13/2023, 3/17/2023, 3/23/2023.  The customer came in on April 4th for an update and to check in, and was in communcation again on the 12 of April to let him know the part would be here on Monday the 17th.  The radar was put on April the 18th and the car taken to detail on the 19th of April.  The vhicle was ready for pick up the same day of his complaint on  4/20/2023.  The customer has been updated and has been very patient and understanding throughout this process.  He was offered a buy back for any trouble as a good faith gesture, but declined.  

• Initial Complaint

  04/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a 2022 Hyundai Kona on November 15, 2021 at Swope Hyundai (Kentucky) from out of state (Georgia). As of today, April 18, 2022, I still do not have a tag or car registration (6 months later). I have a temp tag on the vehicle that expired December 15. Multiple calls to Swope over several months and always a new, different excuse for the delay. No concern for how driving around without a tag or registration could put me at risk. When I stopped receiving responses to my voicemails and emails, I had to involve Hyundai USA Consumer Affairs, who were told new and completely different excuses for the delays. I implored Swope Hyundai months ago to send ME, directly, all the paperwork needed so I could handle this myself with my local gov... but was told that was impossible. Now Hyundai USA Customer Affairs is telling me to drive to a DMV location in suburban Atlanta to badger DMV staff there face to face to look in their warehouse/back office for a package Swope Hyundai supposedly sent there back in February.

  

  Business response

  04/19/2022

  I cannot put my response in this field as it tells me I have too many characters . I have attached it in a word document instead. 

   

  
  

*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. ↩