ComplaintsforPride Hyundai of Seekonk

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I own a 2020 Hyundai Elantra. I do all her service there and I usually works with ***** (customer service liaison). Beginning of July driving on the highway and the oil light came on. I pulled over as soon as possible. There was oil all over the ground. Had it towed to the closet Hyundai dealer using the roadside assistance to a Hyundai dealer near ***********. The shop found that the oil pan drain plug has fallen out. The last oil change was performed at your service center on 05/31/2024. I had it tow back to Pride Hyundai shop. The oil service is due every 7500 miles. I called to speak to ****, the service manager, to help me out with the situation. Originally when either ***** or **** had the vehicle looked at. They stated the engine blew due to the oil leak on top of the engine. The pictures I sent you are of the plastic engine cover w/oil stain. That is usually caused by the tech accidentally spilled oil when filling the oil when performing an oil change. The other picture is of the cam actuator on the side of the head. The actuator is seeping which would not be covered under basic warranty. Due to the leak has to be dripping on the ground. (words of my brother who is a service advisor for 22 years at *** dealership) The last picture is the picture of the oil pan with no drain plug. **** called me stating they are not covering the engine because she drove 3600 miles. Which has nothing to do with the drain plug backing out over time. Due to a technician making a simple mistake. Things happen, mistakes happen. I called there today and **** is asking for the loaner car back and stated that they will not cover the engine. I will have to return the loaner by tomorrow. Any help would be appreciated. Knowing it's not the customer's fault. It was the shop that performed the last oil change to the vehicle. Even though it was a simple mistake. My vehicle has been at the dealership for over a month now.

  Customer response

  08/23/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought in my 2022 Hyundai ************** with ****** miles on it in for the complementary oil change on Monday June 24, 2024 at 10:30am. Drove the truck home the 3 miles from the dealership and parked it in the driveway and used my other car until Wednesday afternoon at 2:00pm headed to work 30 miles away in 95 degrees. About 5 minutes from work the oil light came on. When I pulled into the work parking lot I heard knocking on the engine. When I got out and lifted the hood I noticed oil dripping all over. Checked the dipstick and it was bone dry. Apparently the mechanic who did the oil change pinched or forgot to put the seal ring on the oil filter causing 6 out of 7 quarts to drain out. I checked my ring camera and clearly saw the truck leaving a trail of oil. The employee was fired. I told the dealership that I expect them to extend another ******* mile power train warranty since there is no way to tell how much damage the engine sustained without tearing it apart. This car was paid for in full and is not a lease. They refuse to do nothing.

  Customer response

  08/20/2024

  I have not heard from the business in response to my complaint.

  Business response

  08/22/2024

  We have spoken with this customer on numerous occasions.  When we were notified that he had oil leakage, we sent a technician to his place of work to inspect the vehicle.  Our technician confirmed that the drain plug was in tact and there was oil in the pan so there was oil in the engine and he was not driving the vehicle bone dry.  However, since he said he could not leave his post and could not remotely unlock the car we were unable to refill the oil for him and instead left the oil containers for him by his vehicle.  We have told the customer we are happy to help and would need to inspect the vehicle before determining what needs to be done to rectify this matter.  Unfortunately, the customer will not bring us the vehicle to inspect, instead stating there is no way to ascertain if any damage was done to the engine, which is not true.  A borescope test will in fact determine whether any damage exists and it is the accepted method in the auto industry.  The customer has stated to us that he will not let us inspect the vehicle and demands we provide him with an additional ******* miles of powertrain coverage so that his vehicle is covered for ******* miles.  We have told him we cannot do that, but we will certainly determine what we can offer once we determine the condition of his engine.  He has told us he will accept nothing less than an additional ******* miles of warranty coverage.  Again, we unfortunately cannot do that, but will be happy to provide resolution once we can perform a borescope test on the vehicle, which is a reasonable request.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had my car serviced at this organization in March of 2024 for a faulty crankshaft positioning sensor for $600. In July of 2024 the same issue occurred and they tried to charge me $600 again. I informed them they had fixed this issue in March of 2024 and they told me they needed to call me back. Upon the call back they informed me that they saw the work order and were willing to replace the part for free but they would still need to charge me $450 for labor. They could not verify that they either installed a broken crankshaft or if it was installed incorrectly but took no responsibility for any mistake. In addition they quoted the work at 2.5 hours but when doing a quick serach on the process it looks like it should not take more than 30 minutes maximum, which seems borderline fradulent.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  June of 2023 pride hyndaui replaced the engine in my car which fell under a recall... I had broght my car back a total of 8 times telling them car not running right to be told thet can't duplicate the problem.. on may 9th broght car in they kept for day telling me they changed oil..m may 13th car broght back.. was giving a loaner and told because new engine messed up transmission... from may 13th til July 31st I was under impression car was being taking car of ... they said had to return loaner July 31... my car not fixed at all and told oh well... I agreed ro pay to get car fix they wanted 98$ for a part I paid and had to pay enterprise to rent car... I still have not received my car back and keep getting told will gwt in first thing am.... after almost 400$ for rental I had to return it .... they also told me my car would be painted due to peeling paint again nothing done... the paint is literally peeling off my car pretty much every where... I bought my car from car palace on March 17th 2023 and from June of 23 til present pride hyundai has given me the run around... today didn't even return request for phone call.... I have had to spend money unnecessarily and still no results... I have had made 3 car payments while my car just sat in their parking lot.... again yes they did give me loaner but was assured my car would be taking care of and all of a sudden bring back loaner and oh well nothing we can do....

  Customer response

  08/19/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Overcharging on an auto protection plan

  Business response

  07/22/2024

  We are happy to address the customer's concern but need more information in order to understand what the issue is.  What auto protection plan is he referring to and why does he think he was over charged $572?  

  Thank you

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  march 2023 ***** and ***** serivce managers said that my car needed a new engine and that Hyundai would provide a good will ticket for the wholesale cost of the engine which was said $6400 then told me after they put the engine in that I would have to pay half. Never put back my engine cover. March 15 brand new engine put in a 2017 Hyundai Elantra March 29 was brought back due to an overheating issue April 10 ****** back again serivce manager said their was build up in the resovoir where the radiator is May29 brought back said their was needed a brand new thermostat June 13 care overheating spent 6 hours in the waiting room for them to tell me no one look at the car yet and they had no loaners June 17 car overheating again called took them a week to call back July 22 overheating stalling shutting off oil light one called no one called back July 31 car overheating stalling shutting off oil light called back on 8/1 explained what the problem was August 7 called dealership saying my car is broke down it needs to be brought back to facility pride Hyundai didnt do anything August 8 called the dealership 4 times no one got back to me called again another time both departments that control situations have left for the day. Theyre not taking this situation seriously. Ive been paying my loan on this car since these alternatives has happened and it has been more in the dealership that Ive been able to drive it. Ive talked to everyone possible that has been in charge at that facility and no one is doing anything.

  Customer response

  08/19/2023

  I have not heard from the business in response to my complaint.

  Business response

  08/25/2023

  ********************'s vehicle was originally denied for an engine replacement by Hyundai Motor America.  We made Ms. ***** aware of this and she called Hyundai Motor America's customer line herself about the engine denial, however, they reiterated to her that it was a denied claim.  She then reached out to the finance company that loaned her the money to purchase her vehicle, and they offered to reach out to us to see if we could assist in getting Hyundai Motor America to cover half the cost of the engine as a goodwill gesture and the finance company would assist Ms. ***** by advancing her the other half of the cost that she would be responsible for and rolling that amount into her car loan.  When her finance company reached out to us, we agreed to reach out the Hyundai Motor America and was able to get them to approve her engine claim on a 50/50 split, with Hyundai Motor America paying half and Ms. ***** paying the other half (with the assistance of the finance company).  At all times, Ms. ***** knew that she would be responsible for half the cost of the engine prior to us replacing it as she not only had conversations with us about it, but also had conversations with her finance company about it.  After the engine was replaced Ms. ***** came back on two separate occasions with concerns unrelated to the engine replacement.  She had failures in a coil and the thermostat, both of which are outside of the engine and were not previously replaced.  These were the original parts in her vehicle prior to us replacing her engine.  This month, Ms. ***** called wanting us to pay for her vehicle to be towed to our facility because she did not have the money to pay for it herself and her AAA membership would not become active for a few more days.  We told her unfortunately, we do cannot pay to tow a customer's vehicle to our facility, it is the customer's responsibility to get their vehicle here.  When she did bring her vehicle in on 8/10/23 we repaired it and returned the vehicle to her.  Her vehicle is not currently in our shop at this time.

  Customer response

  08/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  to be ***** with you no one told me I would would be coming out of pocket for the engine at all. ***** and *****  told me that they would repair for no charge. At the time of me recovering my vehicle from getting a new engine put in when the job was already done then you had said that it was a 50/50 split. The car has been a piece of junk since I bought it. And ***** knows about frequent my car has been their it hasnt been their for just two occasions its been back to that dealership for 7 times or how ever many its been since the engine have been replaced. Now when you have an engine replacement you have to unhook everything thats connect to it. So with doing that things brake. So engine related the whole car is related to engine. Its a brand new engine and still stalling to this day. I have videos. First you said it was build up then it was air picked then it was a thermostat which I paid $300 for at your dealership and guess what its still stalling. Your talking about ignition coil yea well ***** took it off another Hyundai car and put that one in my car. Communication is like prying teeth at this business. 
  

  And all they do is argue with you. Very combative behavior. They do not care about whats going on with the car they just look to get ppl hard earned money. Ive lost my job because of the car not working. ***** knows that as well. Ive taken Uber because the has worked for days at a time. You think I get reimbursed nope sure didnt. They have yet to also put my engine cover back on. And recently when the car was doing the same issue that it has been I want to make that very clear (stalling, overheating , check engine light, oil light) I had explained that to ***** and ***** and I was ignored until I called the business 37 times in one day to be answered with we dont know what to tell you. Now yes I did tell about the *** because they were giving me a hard time. But also ***** on the phone had said that I would be reimbursed for the tow fee. Because he said that dealership apparently has no tow guy. Having me go through loops is unheard of. No reimbursements of ANY KIND. Now today is august 27 2023 and the car is still stalling. They need to put me in a different car or buy this car back from me  alll year since December 2022 have been problems all the way up til now of august 27,2022
  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Brianna

   

   

  Business response

  09/01/2023

  At all times, Ms. ***** knew she would be responsible for 50% of the cost of the engine prior to ** contacting Hyundai to request assistance on her behalf.  We informed Ms. ***** that her engine was denied and the 50/50 split wasn't talked about until a representative from the finance company that holds the lien on her vehicle contacted us about requesting that we contact Hyundai for assistance on a 50/50 split.  They informed us that they had spoken to Ms. ***** when she called them to complain about her engine being denied and they offered to assist her by contacting us about seeking Hyundai's assistance on a split and that they would finance her the amount she would be responsible for.  She knew and agreed to this before we even asked Hyundai for the 50/50 split.  When the engine was replaced, it was her finance company that paid us, not Ms. ***** herself, for the 50% she was responsible for.  This has all been confirmed with the finance company, Blackstone Finance.  Please feel free to contact them to confirm this information.  I highly doubt the finance company would pay us for her 50% if she was not aware of and had not agreed to pay for the 50%.  We did not have to ask Hyundai to assist her, we could have ended this whole thing when Hyundai initially denied the entire claim.  

  Contrary to what Ms. ***** stated in her response, everything in the vehicle is not directly connected to the engine.  We did not have to disconnect everything to replace her engine.  When she came back after her engine replacement, the issue with the vehicle was that the coolant filler neck needed to be replaced.  This part is bolted to the radiator, not the engine and as such was never touched when we replaced her engine.  She claimed she had no money and had to collect quarters to pay for the repair.  When she came back her issue was that one of the coils went bad.  The coils are not replaced when Hyundai authorizes an engine replacement.  Hyundai directs us to take the old coils off the bad engine and put them on the new engine, which is what we did.  So the coil that went bad was the original coil in her car, however, since she was again complaining that she had no money we replaced this coil for her at no charge.  When she called for the 4th visit, she wanted us to pay to tow her vehicle to our facility.  However, we told her that we do not pay to tow customer's vehicles to our shop, that is the customer's responsibility.  We have tow ins every day and if we were to take on that expense for every customer we would be paying thousands upon thousands each month in tow bills.  We can not and do not do that.  She then called her finance company to complain and called us again because she stated her AAA did not kick in for a few days.  She told our appointment coordinator, ***** that she wanted us to come get her vehicle and ***** informed her that we couldn't do that because we're not a tow yard, we don't have a tow guy on staff.  He never said we would reimburse her because we don't have a tow guy on staff, we're not a towing company, we are a new car dealership with a service and parts department.  When she brought the vehicle in we diagnosed it and replaced the coil again at no charge to her.  We released her car back to her and have not heard from her since that time.  As such we do not know about any other issues she may be having with her vehicle.   

  Customer response

  09/05/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   Again as you can see they clearly like to belittle customers. Especially being a customer over a 5 year time period. Now with the engine claim ***** and ***** and told me and my father that Hyundai would do a called claim ticket for my engine. with it being so little miles on the car and me being a second owner of the vehicle. I was told after in fact when they swapped out the engine that my ticket was denied and then they went ahead and put the engine into my car. Now with me picking up the vehicle. I was told that it wasnt fully covered and Hyundai paid half. Now yes the day I picked up my car I found out that it was added into my finance company under my account. But last minute decisions. Had no choice at that point. Car was sitting there for months. And how they claim to be paid by the finance company yes but Im paying that every month espically with how the world is working. They did NOT give me a RECEIPT for the work that they have done. Nor replaced my ENGINE COVER. That Ive asked about numerous times.  
  
  
  How you say you didnt have to ask Hyundai for assistance. This car has been an on going problem. Have multiple recordings of workers also speaking about the car of how I dont know how you got this headache so on and so forth. 
  
  
  Now the whole issue with me bringing in my car because check engine light wouldnt go off so I can get an inspection and that the car was overheating and stalling out. 
  
  
  You had my car for 2 months now Ubers werent replaced nor any other way of getting to my job while I still PAYING for a broken car that you had sold to me on top of other bills. And as ***** knew I had lost my job because my job requires me to use my vehicle to accrue what needs to be done. And every other day car was broken down or getting looked at. All false hope because it kept continuing. So yes I lost my job due to this. And when you loose a job you get low on funds. Trying to belittle customers with how they come to you to explain and express situation is sad for business. But nonetheless you said collect quarters yea I sure did but that was over 6 months and then ***** told me that a thermostat would be $300 because of the overheating. So I cashed in all my quarters and paid that because thats what he said what the problem was. 
  
  
   ***** had told me that same day that an ignition coil bank 1 was faulty. I said how so if you just replaced the engine.  Now ignition coils go on the top side of the engine. So with that being said one was bad. Then ***** went to take one off another car and put into mines. Cylinder 1 where the computer read the misfire from.  Jump forward to where Im back at the dealership once again (6th time already ) he burped my radiator system because he said there was air in the lines. 
  
  
  
  
  Now on the month of august Ive called a zillion amount of times. And both **** or ***** were always unavailable. So I called every second I could to talk to someone about the car thats doing the same thing from the beginning. Now when I spoke to ***** about getting my car their yes I have told him about my AAA but I only did it that day so it couldnt be used the same day. And then ***** said they have no tow service and that hes trying his best. Not til Thursday I had to pay out of pocket for a tow to get it seen because that day prior ***** was disgruntled of the amount of times I have called as to it was a bother or too good to answer my call. ***** has told me to see if I could call for a tow and bill it to Hyundai I said how would I do that and he said it would be to the dealership then he asked me for to call my finance company to see if they would do it. Of course they said no which I already knew. ***** then said let me know what you do so I can let ***** know. I said how would I bill Hyundai he said it would be a receipt with the address. That phone conversation is recorded with all information attached (reimbursement of towing). New dealership Ive been your customer for about 6 years. 
  
  
  I understand its a dealership and what not. But dont try to rip of your customers. **** youre arguing with a customer that giving factual information and right now Im feeling like you have me against the wall but that is not the case. 
  
  
  Now fast forward to 9/5/2023 the car is still overheating and check engine light on and profusely shutting on and off.  Everytime it overheated and stalls or check engine light appears I take a video with dates and mileage. Car is a 2017 Hyundai Elantra with ****** and Im having all of the problems. Ive had the car since 2019. And Im afraid of letting them work on my car because of much this car has been there. And disrespectful arguments I have received due to this problem.  I just want my car fixed thats all.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Brianna

   

   

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date 02/20/2023. Purchase amount $23,887,88 with a $3,500 deposit cash business provided 2017 ******* Mkz car promised had nothing wrong with it I drove the car off the lot 6 days later the check engine light appeared then I called in to the service **** they instructed me to keep driving the veichle unless the check engine light is flashing then its bad they called me in had my car for a hour said I was good to go a day later the car is over heating and check engine is back in service department apologies and has me bring car in they tell me they dont have a loaner come back tomorrow for one I travel a lot for my job being a care taker 3 weeks of having the loaner car they take it back saying I got a ticket in the car and that I did to many miles on their loaner they claim the loaner car is a Curtsoey they dont have to give us one it has now been 90 days with out a car and paying 500$ a month payment with out my car the owner was very very rude and told me to go lemon law its not her issues the car was a default she wont refund our money or anything she wont even speak to me and tell me whats wrong with my car found out from the finance company that my head gasket is blown in the car they wont call back they wont do anything wont even return my call

  Business response

  06/09/2023

  *************** did purchase a ******* MKZ from ** but we now suspect that it was possibly a straw purchase for ************************* who you can see is listed as the contact under the email address.  *************** brought her vehicle in to be repaired and we provided her with a loaner vehicle which authorized her, and only her to drive that loaner vehicle.  However, after receiving 7 tickets for speeding in a school zone as well as parking violations, we contacted **** because those tickets totaled $531.  Who we ended up speaking with was *************************** who after using explicit language with our employee stated that he would continue to rack up tickets and would smash our vehicle into a wall.  At that point, we notified *************** that the loaner vehicle needed to be returned.  When **** brought it back it had extensive damage to the vehicle, including damage to the tires,rims, interior that was completely stained and gross, scratches to the exterior and interior, it smelled of smoke, the trunk cover was missing and there was trash all in the trunk.  **** admitted to us that she had not been driving the vehicle, but instead had given it to *************************** to drive this whole time.  It was *************************** who earlier in the day had called and was belligerent, demanding a loaner vehicle and claiming lemon law.  Given the condition of the complimentary loaner vehicle that was provided to *************** but driven and damaged by ***************************, we could not provide another vehicle.  We were however working with the extended service contract company to provide them with the tests and tear down required by them to determine the cause of the part failure as is required under the extended service contract, however in the middle of testing the vehicle was towed out of our facility by the customer.  We believe it is now at another repair facility.

• Initial Complaint

  06/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I purchased a brand new Car( 2021 Tucson) on 4/10/2021. I was given one key for the car. I didn't realize that it should have come with two keys because I was told by many people that you get 2 keys when the car is new. Last Friday I used my car to go to the cemetery to put in flowers. Then on Saturday we used my husband's car. on Sunday I went to use my car and realized the *** that is attached to the key is missing, We looked every where, we were unable to find it. I called Pride Hyundai and told them and they said I would have to have a tow truck bring it to them. So I called Christian ****** and they got my car there.Then the fight began.....I told I was only given 1 key and should have been given 2.. for 3 days I attempted to talk to a " Manager" oh he is at lunch....he is at the Auction. He was here but left. Some old Bull every day. I went there today to pick up my car and they give me a **** of $321 71. I said that I should be given at least a discount because I never received the two keys. they were so rude and said things like "Now you want a second key 13 months later" The sale person *** said that Financial should have given me the second key not him.I'm just wondering if there is anything you can do for me.my total cost was. $486 71 $135.00 towing $321.71 key.Thank you !

  Business response

  06/15/2022

  We are so very sorry that **************** was not satisfied with her recent visit. New Car customers get two keys and those are given out when the customer goes into finance. We follow the same process with every new car customer and have so for many years. *************** salesperson in particular has done it the same way with all his customers for quite some time. When a customer purchases a new car he provides them with the key used to show the vehicle (those keys are stored in our key track machine) and informs his customer that the spare will be provided in the finance office. The spare key is kept in the vehicle folder stored in the main office. Inside the vehicle folder is the Manufacturer's Certificate of ****** **** needed to transfer ownership to a customer and the spare key. This folder is given to the finance office for execution of the ** which is done at the same time all the contractual paperwork is signed. At this time the finance manager will also review the customer's options and provide them with the spare key. One of the options we offer to customers is a key replacement policy because unfortunately these keys are expensive to replace. Not all customers purchase this policy, but it is worthwhile when a key needs to be replaced as it was in **************** case. When the customer comes out of the finance office,the salesperson will go over the features of the car and Ms. ***************** in particular always asks his customers if they were given their spare key while in finance. If anything is ever owed to the customer, we document that on a "We Owe" slip which is signed by the customer and manager. The We Owe slip in **************** file states "nothing owed or promised", and she signed off on it. If a second key was owed it would have been documented on the slip. I understand that it was expensive to replace the lost key fob but unfortunately there's nothing we can do if a customer comes back over a year later stating they never received their second key. We provided **************** with a quote to have the key replaced prior to her having her vehicle towed to our facility. After we ordered and programmed her key she stated she didn't want to pay for it because she didn't receive a second key at time of delivery over a year ago. We always try to help when we can, but we cannot simply pay for replacement keys under this type of circumstance.  Doing so would mean anyone could come back to a retail establishment years after purchase and claim they did not receive something in order to obtain it without payment and that is just unfair to any retail establishment. If she needed a discount to financially help with the purchase we would have been happy to do so, but she was adamant that she was not going to pay for it and that was just something we unfortunately could not accommodate for her.  If there is something else we can do to help, we are certainly happy to do so if we are able.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from Pride Hyundai in 2018 and soon after the engine light came on. I brought the car back several times asking for it to be fixed. I was told that there was nothing wrong with the car. The service was so terrible at Pride Hyundai that I stopped bringing my car in to be serviced at Pride Hyundai.I still owe 2 years of payments on the car and I have a major emissions issue and it will not pass Inspection. I pay for an extended warranty but in the fine print, the part that failed is not covered. I called the service department and arranged for the car to be looked at for $135. I was informed it may take a few days to determine a course of action. I contacted the extended warranty company and the policy has so many contingencies that I would have to pay for a rental car and all the fees if the issue is not something that's covered. I went to the dealership to explain the situation and see if what could be worked out. I began speaking with *********************** and we were having a calm conversation until his colleague ( maybe named *****************************) chimed in and began belittling me. I asked for the owner and was given the runaround. I asked to speak with the warranty manager and he wasn't available either. I said "that's convenient" He quickly escalated the situation and threatened to physically throw me out. I'm sure there are video cameras to see the film on the incident. I began walking out while the manager continued to threaten me by physically throwing me out. I wish I can say that I kept my cool, but to be threatened at a business was mind-boggling and I reacted poorly. I flipped them off with my middle finger. The threat of physically throwing me out continued as I was leaving and I turned around and asked "who's going to put their hands on me because I will F*ck you up". I was completely wrong with my reaction and wish I handled the situation better. I do feel that the manager should not have threatened me.

  Business response

  03/18/2022

  **************** came into our dealership late February to speak with someone regarding his extended service contract because he stated he was in need of a catalytic converter and it was not a covered component under his extended service contract.  He also stated that he had spoken with our service department and they said he could bring the vehicle in the next day for diagnosis, but he did not want to pay the diagnostic fee because he was already told by his family garage what the issue was.  He said that he was trying to register his vehicle but it would not pass inspection because of the catalytic converter and he did not have the money to replace it.  Since he did not have the money to replace it and the check engine light had come on after he purchased the vehicle from us in 2018 he wanted to know if the owner would contribute to the repair ****.  A check engine light, however is tied to a vehicles PCM and will illuminate for multiple issues with any components in the vehicle that can be monitored.  There are approximately 900-1000 components in a vehicle that are tied to a check engine light.  For instance, if a vehicle skips it will trigger a check engine light, if the oxygen sensor reads low it will trigger a check engine light, if the gas cap is not tightened and air gets in the tank it will trigger a check engine light, the list goes on and on.  Although they all trigger a check engine light, these issues are not all related.  ************** situation he purchased his vehicle on 2/26/2018 and on 5/25/18 brought it in for a check engine light.  After hooking up the scan tool to his vehicles computer system the codes retrieved called for a recalibration of the passenger seats, which we performed on his vehicle.   **************** returned 7 months later on 12/14/18 with another check engine light and this time the stored code told us there may be a small evaporator leak.  When this happens the approved process from the manufacturer is to perform a smoke test to determine if there are in fact any leaks.  After performing the test no leaks were found.  This is the last time we saw Mr. ******* vehicle in our service department.  If the catalytic converter was an issue 4 years ago, the computer system would have stored a code for it.  Moreover, if the catalytic converter was bad when he purchased the vehicle it would not have passed previous state inspections and it would not have lasted 4 years before needing replacement.  While I understand *************** did not want to pay the diagnostic fee to have us look at the vehicle,both the manufacturer and the extended service contract companies require a confirmed diagnosis from the dealer before they will approve any repairs.  This is why no dealer, us included, can repair something based on what another mechanic might have told a customer.  There is a possibility that the catalytic converter may be covered under factory warranty as there are extended coverages through Hyundai, but we cannot confirm that until we inspect the vehicle.  If **************** had explained his financial hardship to the service department they may have been able to work with him, instead what transpired in the showroom with the management team was not quite as **************** described.  We do in fact have cameras in the showroom and the video shows **************** using profanity to the General Manager at which point he was asked to leave.  Despite this, if **************** would like to see if the repair is covered by the manufacturer we would be happy to look at it.  If the repair is covered there would be no cost to ****************, however if it is not, we tell all our customers that they are then responsible for the diagnostic fee.  If Mr. ******* repair is not covered we will be happy to accommodate with a discounted diagnostic fee.  He is also free to visit a different Hyundai service department to see if the repair may be covered under the manufacturer warranty.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle from this dealership on 07/27/2021 and drove the car off the lot on 07/28/2021. The car broke down on 12/04/2021. No dashboard lights went on prior to the car breaking and even after it stopped operating there were no lights on.. I've put less than **** miles on the vehicle and the engine is blown and they refuse to give me a loaner car or a rental until Hyundai of ************* Group approves the repair of the car. It has been over a week and I believe I deserve a rental and some kind of compensation. There is also a recall on the engine of my vehicle and the recall is exactly what happened to my car.

  Business response

  12/17/2021

  ******************,

  We can certainly understand your desire to have alternative transportation provided while your vehicle is inoperable and your frustration that one cannot be provided at this time.  However, our appointment coordinator, ***** did explain to you that we currently do not have any loaners available.  It is not a situation where we do not want to give you one, it's a matter of we physically do not have any to offer.  With the global chip shortage we have not been able to replace loaners as they mile out of our loaner fleet.  We currently lost 8 loaners from our fleet and the remaining loaners are all out with other customer who also have engine claims.  While we do our best to provide a complimentary loaner vehicle to customers, it is not always possible and a loaner vehicle is a privilege, not a right.  We are under no obligation to provide one, it is a complimentary offering we provide to our customers when possible.  It is unfortunate that with what's going on in today's world we do not have an adequate supply of loaners and therefore can no longer provide that complimentary offering to customers like we used to. 

  Your warranty and any recalls issued for your vehicle are covered through the manufacturer, not us as the dealer and as such we have to follow their rules and guidelines.  Hyundai Motor America will not authorize a rental until a claim is approved and that is what we told you when your car came into our shop.  There is unfortunately nothing we can do about that.  We are not the manufacturer and we do not make the warranty rules, we are obliged as a franchisee to follow those rules.  You are certainly more than welcome to contact Hyundai Consumer Affairs and open a claim to express your dissatisfaction about non authorization of a rental prior to claim approval.  If they authorize a rental and send us the authorization number prior to your claim approval then of course we will be happy to arrange alternative transportation, we just can't do it until the manufacturer authorizes it.

  We are working diligently with Hyundai Motor America to get your claim approved and will notify you as soon as we receive word.

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