ComplaintsforDon Franklin Lexington Hyundai

• Initial Complaint

  07/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 07/06/2023 I agreed to do a lease buyout through this dealership. I asked the salesman before I went to sign the paperwork that I could get something in writing that I would retain all warranties that I have on the vehicle. (Maintenance for 3yr/36000mi, 5yr/60000mi bumper to bumper, and 10yr/10000mi powertrain) He said that I would retain this, but he would ensure that I would get something. He took me next door to the finance person to do the paperwork. I again asked him for the warranty guarantee, he then told me that the finance person would be able to get it to me. I signed the paperwork after telling them the mileage was recorded wrong on the paperwork even and asked for the statement and she told me she could not give me anything, but to go back to the salesman and if he could not give me anything, the sales manager could. I asked the sales person again for the statement and he was busy with another customer, so he told me he would get with service the next day and email it to me. Next day I followed up and he told me there was nothing he could do, I just "need to believe him". This agreement was made with false pretense and he quit messaging after I confronted him about not following through with the agreed plan. I need this resolved so that I ensure the coverage I was promised continues without an issue.

  Business response

  08/02/2023

  RE: Complaint #*************** ****

  *** **** came to Don Franklin Lexington Hyundai requesting to buy out his lease.  We researched the information on his warranties in question, and we found the following information and emailed it him.  As we understand per Hyundai procedure, the person who is listed in the Hyundai's Web DCS as the original owner is qualified for the 3yr/36000 mile maintenance and the 10yr/100,000 mile powertrain warranties.  I have attached a copy of a printout from the Hyundai Web DCS showing *** **** as the original owner and as the current owner.  This printout also shows his maintenance policy listed under service contracts.  The 5yr/60,000 mile warranty stays with the vehicle no matter who the owner is.  As for the 10yr/100,000 mile powertrain warranty, there is a procedure that all Hyundai service departments must follow.  The procedure is as follows, when a customer comes in for service and their vehicle is outside the original 5yr/60,000 mile warranty, an original owner affidavit is filled out by service and a copy of the current registration is submitted to Hyundai for prior authorization for warranty work.  The name on the vehicle registration must match the original owner's name listed in the Hyundai DCS system.  We have checked and Joseph Bard is listed as one of the owners on the current application for registration.   We have provided *** **** with a copy of the Hyundai Web DCS printout with himself listed as the original owner, therefore he should be able to access his warranties as needed in the future, as all Hyundai service departments will have have access to the same DCS system.  We hope this information is helpful.   

   

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  July 2022 my 2018 hyundai elantra start cutting off and I was low on oil. So I thought maybe it was a oil leak. My vehicle is still cover under warranty so of course I called and made an appointment and they couldn't get me in until September. While I was waiting on that appointment my headlight went out not even two months after it had been change by don franklin so I had mention it must been a electric problem because it's no reason my light bulb going out in two months. So at my appointment in September when they checking my oil and headlight I was told that I don't have a oil leak and never look to see what else could be wrong as to while my vehicle wasn't holding oil. And then they just replace my headlight with out my permission for one, I was there for them to checking for a electric problem which they didn't. Now in November I had another appointment for them to check my oil again this time I was told I had to wait to get approved by Hyundai so they can do a oil compression test, so now I have a appointment December 21 to do the oil compression test. And this pass week my December 2 &3 my headlight light came on and it kept going on and off and on and off again. Took it somewhere to get my light fix the guy told me honey this light bulb is still good, which I figure it should be. And from July up until now I had been asking to speak with the person in charge and I was told that they will give the message to a guy name **** and guess who still haven't called me yet *****

  Business response

  03/14/2023

  We apologize for the delay in responding, however we do believe we have the issues almost resolved.  With the issue of the oil loss, we did schedule the oil consumption test in December.  This can take some time to schedule due to the fact that we had to show just cause to Hyundai and then get approval to do the test.  The oil consumption test is a three stage test to be performed over a set time and mileage.  The first test was done on 12.21.22, the second on 1.31.23 and the third on 3.6.23.  After completing the three stage test, it was determined that the engine was consuming oil and therefore failed.  At that time, we were able to order a new engine for the vehicle.  We anticipate we will be able to install it within the next 2-3 weeks.  We also have ordered a new headlight assembly for the vehicle, as a wire was crimped inside the assembly, this will be covered under warranty as well.  We will install it when the vehicle comes back in for the engine repair.  If any additional information is needed please let me know.  

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are unable to get their data in order or do complete repairs.. The shop in Lexington said the car had extended warranty when it was 'repaired' back in 6/02/2022 and on previous occasions, where I was told any outstanding repairs would be covered under extended warranty, turned out to be oil, paid for oil change. Car started having issues again on 7/14/2022. Unable to schedule appointment at Lexington shop due to being booked up for over a month. Car was scheduled to be seen in Somerset Shop on 7/25/2022, were not aware that we had warranty, said they'd contact Lexington shop where car was purchased. On 7/29/2022 I was told there was no extended warranty and that repair costs would be $2200. On contract, it was neglected to specify type of warranty on car (attached). Issues started after oil change that was possibly mishandled in 2/11/2022. Alleged repair cost is way beyond my budget and information keeps changing. I would like transparency on the information that is provided instead of receiving multiple results. Upon purchase, it was stated car had lifetime warranty and it has only showed once. They are supposed to be the same company, yet incongruency is constant. I need my car in order to go to work and earn a living.

  Business response

  10/28/2022

   

    This vehicle does have a lifetime engine warranty due to a class action lawsuit against Kia and Hyundai. As long as the customer maintains proper oil change intervals it will be covered. The part that the customer paid for in the Somerset store was a catalytic convertor. That part is NOT covered under the engine lifetime warranty.

   

   Let me know if you have any questions.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My encounter with the Don Franklin Hyundai Service center in Lexington, KY. I scheduled an appointment to get my vehicle worked on as it is having vacuum pump issues. The soonest available date was 8/17. That is terrible by itself as I can’t drive the vehicle. Nonetheless, I scheduled it. Mind you I didn’t buy the vehicle there or have the previous service done there. Not even 20 minutes after booking the appointment for mid-August (a month and a half out), I get a call from the service center stating they are canceling my appointment as they are only servicing pre-existing customers. Where the hell am I supposed to get my vehicle serviced if a Hyundai dealership refuses to book appointments a month and a half out?!? The service rep blamed it on the service manager stating they weren’t excepting appointments for new customers. You can rest assured I will never use this dealership or service center this is the absolute worst customer service I have ever received. I have never received such poor customer service from a company. Do better.

  Business response

  10/15/2022

   

   We do want to apologize for being so far behind on our schedule in our repair shops. We recall when this customer attempted to make an appointment with us and we ask him for the VIN number to determine any warranty coverage. At some point we provided him with the names of other dealers in the area to see if they could get the issue resolved sooner.  

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I purchased my 2016 Ford Mustang Ecoboost Premium Convertible, I could not have been more thrilled. Honestly, it had always been a dream of mine to own a Mustang and I was excited to drive away with the car. t, I had opted to purchase the best extended warranty package offered which was touted as a “bumper to bumper and will fix everything that may go wrong” warranty. I was not offered to review the coverage of the warranty prior to the finalization of the loan. In February 2022, I was in out of town when my car was not working properly, the check engine light began flashing, and I couldn’t get any power to my vehicle. That being said, I took it to a Ford Dealership in Paintsville, KY and had the repair work completed. The Ignition Coils went out of the vehicle. This repair was covered by the warranty, I paid the $100 deductible. It was less than 2 months later, and my check engine light came back on. It seems that the catalytic converter had gone out of the car. My “bumper to bumper warranty” turned out to be not as advertised because under Section III sub section B, catalytic converters are specifically precluded as being covered under the warranty. Total repairs were over $2889, and the coverage was not at all what was advertised by the person closing the loan. Don Franklin Service department has neglected requests to discuss, recommended I drive a vehicle that was in questionable status to London, KY to their Ford Dealership for repair, and has been unwilling to acknowledge that this was unreasonable due to the purchase being completed at their store. I would not recommend Don Franklin due to the fact that at the point all of this happened I had the car 10 months and put less than 5K miles on the car. They have ignored calls and requests for help, even knowing I needed a vehicle to travel to a family wedding and refusing to assist with a rental. If you have a vehicle less than a year and did not drive it excessively, it was a faulty vehicle at purchase.

  Business response

  10/18/2022

   

  We sold this vehicle on 6/23/2021 with 97,000 miles. We're not sure how we would have known that the convertors would fail 5000 miles later on 5/18/2022? 

  Customer response

  10/19/2022

  
  Complaint: ********
  
  I am rejecting this response because: I am not upset at the fact that the car was sold and the issue arose. I am upset that they sold me a warranty that they touted as "same as factory coverage" yet the repairs were not covered by the Premium Warranty that they sold me. The issue is that when I contacted them about the fact that the warranty coverage was not as advertised when I purchased the vehicle, that they were not responsive and would not communicate with me. The finance person who was helpful when I purchased the car had even reached out to the management team in order to try to help with a resolution, and had proposed that they offer some assistance, such as covering the rental car. The fact is, I was out a ridiculous amount of money on a repair that would have normally been covered under "Factory Coverage" warranties.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  11/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our Hyundai Elantra 2011's rattling noises on each startup became increasingly worse and the car even started to accelerate by itself in waves.We were forced to have it towed to Hyundai Don Franklin on 7/14/21. We were told that with this issue it'd take weeks before the car would even be looked at,as many cars were on the lot with the same engine issues;and only once they look at the car,it'd be decided if this is on warranty;repairs can take 6 months. We asked for a rental/ loaner car and were told all loaner cars were loaned out,indefinitely. We asked for help getting a rental, but did not even get info on how to get a cheaper rental car. We were promised prompt updates by *****, but did not hear for weeks until we called. I see ***** did NOT include my main complaint &safety issue,the car accelerating by itself on the work order. We were forced to get a rental car and pay the regular rate. We had to pay $2,417.83 for 37 days of a rental car,so I could get to work. I was in danger of losing my job when we could no longer afford to renew the rental. After many calls to corporate, we were assigned to case manager ***** & got a loaner car on 8/19/21. We were promised reimbursement for the rental as soon as the engine would be replaced. We called and emailed Hyundai corporate multiple times and were told that Hyundai would pay us UP TO $35 a day for the rental, which we clearly declined as way too low. New Hyundai Corporate case manager Mariana repeatedly requested documents from us which we had sent her multiple times. On 11/5/21 she informed us,Hyundai upgraded our rate for rental reimbursement to $60 a day.Today (11/10/21),she sent an offer letter saying Hyundai will reimburse us $1020,out of goodwill. Divided by 37 days, this is $27.56 per day reimbursement. Our life was in danger driving this car which Hyundai knew has engine issues,covered under extended warranty.We were forced to get a rental to stay safe. Hyundai caused our rental car bills&needs to pay.

  Business response

  01/14/2022

  Business Response /* (1000, 5, 2021/11/19) */ Hello We at the Dealership have no control on how much rental money the Manufacture will provide.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ******** ****'s 2013 Hyundai Sonata had an engine recall notice that we learned about back in the Summer. Her car had broken down on the interstate so we had a friend with a tow truck company pick it up and take to his shop. Upon further investigation on his part, the recall was discovered. We contacted the dealership and scheduled the recall work, which took them several weeks to complete. She and her boyfriend picked the car up when it was ready and got about a mile down the road before the transmission started slipping badly. The transmission was not an issue before taking it to the dealership, so she took it back. They told her they could not figure out the problem with it but would replace the transmission for a price of $2,500. She panicked and called her father (***** ****) and he contacted a very good local transmission shop to get a second opinion. They made the needed repairs costing a total of $211.12. We think Don Franklin should reimburse us for the cost.

  Business response

  02/24/2022

  Business Response /* (1000, 12, 2021/11/19) */ Hello- I have attempted do find ***** **** in our system to issue a check in the amount requested. The customer is not in our system by name or phone number. If they could provide the last 6 of the VIN number on the vehicle we can process this request. Consumer Response /* (4200, 20, 2021/12/02) */ ***Document Attached*** Attached is the requested information for is case. Please re-open it and forward attached to Don Franklin. Business Response /* (4000, 22, 2021/12/06) */ We have located the customer under the name ********** ****". We will process payment for $211.12 to the address listed on this complaint. Consumer Response /* (2000, 24, 2021/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) If we receive the check, we are satisfied and happy to close the complaint.

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