ComplaintsforBalise Hyundai

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my 2020 Hyundai Venue in April 2023, I was in a car accident on St Patricks day this year, I sent my car to the shop on 3/22/24, they have had my car since. Today is 5/7/24 and they still dont have a deadline nor whats wrong with my car, I sent an email telling the guy who sold me my car that I had a complaint and that I wasnt happy with the customer service Ive been recieving. I was called after I had told them email was my preferred way of communication and someone called and basically told me that there isnt anything happening and that they have no sort of timeline that they can provide me with, and they could have my car for up to 6 months. I went in to ask some questions about my car and the rep that I spoke with told me there was an identical accident and they fixed the car but it ended up needing to be totaled because there was an underlying problem that couldnt be fixed. She told me they had the car for 6 months before they totaled it. I spoke with a district manager on thursday last week and he told me he would look into it and get back to me, and Ive called 3 times since and received no updates. Im not old enough to get a rental and Im actively inconveniencing people for rides along with missing out on lots of things due to the lack of transportation. I want to know if they are going to total my car or not, I was promised a timeline of 3 weeks when I dropped off my car. I need some answers and some sort of timeline.

  Business response

  05/13/2024

  This issue is not with Balise Hyundai, **************** had the wrong business. Her vehicle was at the **************** and it appears that she picked up her vehicle on Friday May 10th. 

  Business response

  05/20/2024

  The customer had this issue with our body shop not the Hyundai store. I was able to find out that it was a part that was on backorder causing the delay. **************** picked up her vehicle on Friday May 10th. 

  Customer response

  05/20/2024

   
  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

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 Hyundai Tucson from Balise Hyundai in October 2021. The vehicle has been only serviced by them for all repairs and service records. On August 24, 2023 I was driving the vehicle when suddenly it stopped. I was not able to drive it. The vehicle was towed to an independent service repair shop who advised the engine was seized due to no oil. I had just brought the vehicle into Balise on July 19, 2023 and an oil change was performed. I contacted Balise and advised of what had occurred. I spoke with the manager who advised to have it towed to them August 28, 2023. Since then the vehicle has been at Balise just sitting. I have no loaner/rental and no transportation. I am still under a loan obligation for the vehicle while it is sitting and nothing is being done. I have asked several times what is occurring, and I keep being told that they are waiting on approval it was under warranty from corporate. Then I was told it was not under warranty and they were waiting for some place called **********. This is highly unacceptable. I am paying for a vehicle and was just given a rental last week and no expectations of when my vehicle will be repaired or if it will even be repaired. At this point this situation needs to be rectified by either the vehicle being repaired or by them swapping it out for another vehicle. I am a traveling nurse who depends on my vehicle as well as my 4 children.

  Business response

  10/13/2023

  Hyundai has approved loaner and engine replacement. Customer should have no issues. Balise Hyundai was not the hold up. Hyundai warranty direct was. Thanks

  Customer response

  10/26/2023

  I received an email in regards to a new engine being approved on October 4th. It is now October 26th. I was told that the engine would be ordered the following morning and would take 3-5 days to install. Today is October 26th, after sending an email on yesterday in regards to rental fees I received an update stating that the vehicle had not been repaired as of yet. Also keep in mind I have been paying for a vehicle that I have not driven for 2 and half months and was emailed in regards to rental fees in the amount of 795$. 

  Customer response

  10/26/2023

  Hyundai has had my vehicle since 8/24. I am reaching the end of my pregnancy. I am in a rental of which I did not received until 9/24. The rental now has an oil change notification. I have emailed the Eric at Hyundai about the oil change notification twice and it was not been addressed and or acknowledged I did not receive an email back until yesterday when I sent him an email in regards to enterprise reaching out to me to pay fees in the  amount of 795 on the rental I currently have. 

   

  This situation is far from resolved.

   

  Please advise. 

  Customer response

  10/27/2023

   
  Complaint:********
  
  I am rejecting this response because:

  I received an email in regards to a new engine being approved on October 4th. It is now October 26th. I was told that the engine would be ordered the following morning and would take 3-5 days to install. Today is October 26th, after sending an email on yesterday in regards to rental fees I received an update stating that the vehicle had not been repaired as of yet. Also keep in mind I have been paying for a vehicle that I have not driven for 2 and half months and was emailed in regards to rental fees in the amount of 795$. 

  Hyundai has had my vehicle since 8/24. I am reaching the end of my pregnancy. I am in a rental of which I did not received until 9/24. The rental now has an oil change notification. I have emailed the Eric at Hyundai about the oil change notification twice and it was not been addressed and or acknowledged I did not receive an email back until yesterday when I sent him an email in regards to enterprise reaching out to me to pay fees in the amount of 795 on the rental I currently have. 

  This situation is far from resolved.
  

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

  Business response

  10/27/2023

  Engine is currently on back order. Customer is in ********** loaner being paid for by Hyundai ************** If rental vehicle needs oil change my reach out to enterprise directly. When vehicle arrives and completed customer will be notified. After repair completed customer can submit any other rental invoices to Hyundai Motor America for reimbursement consideration. Any questions please call me directly. 

  ***********************

  General Manager

  Balise Hyundai

  ************

  Customer response

  10/30/2023

   
  Complaint:********
  
  I am rejecting this response because:

  That's ridiculous! The engine cease is not my fault it's there's. My car is there not because I failed to keep up with maintenance. As a matter of fact they changed the oil in the vehicle and less then a month later the engine just ceased. Stopped working. Towed or Hyundai on 8/24. Approved for a rental and received it 9/24. I was not expecting to have it for this long. If I known the fees would've occurred I would've returned the vehicle. I was told I had warranty. Turns out there's no warranty. They went through corporate to try and get me a replacement engine which was approved on 10/04. I was told it was take 3-5 days to I stall. I was then told on 10/21 the vehicle is not ready. I just paid the the vehicle in the amount of $680. I am 34 weeks pregnant. I don't have the funds at this time. 
  

  I will not accept anything Hyundai has to say at this point its just a pointless back and forth 

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

  Business response

  10/30/2023

  Customer has been made aware the replacement engine has arrived for the Tucson. Should be completed by the end the week. Latest issue customer doesn't want to pay extra insurance she took out on the vehicle with enterprise. Hyundai or Balise will not cover, and ********** knows that. 

  Customer response

  10/31/2023

   
  Complaint:*********
  
  I am rejecting this response because:
  

  I refused to pay protection on rental provided to me by Balise / Hyundai! I was told or it was suggested that I use MY insurance to cover the cost which I do not think is right. My vehicle is at Balise / Hyundai because they dropped the ball initially when the vehicle went into for maintenance. Why should I have to cover any cost at all! October 4th I was told it would be ordered the following morning and would take 3-5 days to install. I was then told on yesterday October 30th that parts were delivered and that it would be complete by the end of the week. Now it is said engine was ordered. Which one is it? And if the engine was ordered what do you need parts for? Doesn't an engine come whole? First engine will be ordered in the AM then Inventory (Oct 4th), then engine was ordered (Oct 27th) to parts and or inventory is in (Oct30) and should be ready by the end of the week. 

  Yes! I refused to pay protection on a rental that I never intended to have for this long. It was intended for me to have the rental for a week ! It was extended because the vehicle which was supposed to have been ready was NOT READY! I emailed and was told that I can keep the vehicle longer. Had I been reminded about the protection fees I probably would not have kept the vehicle this long. Who in their right mind would rent a vehicle and not protect it? I was only informed of a 795 balance 24 hours ago ! After paying *********************************************** almost 3 months. 

  Its not right and not fair! Hyundai / Balise performed an oil change. A month later the engine ceases because the engine has no oil! Make it make sense.

  Now the crop manager of enterprise has asked that I return the vehicle that bails / Hyundai has agreed to continue to pay for so to speak because I cannot pay the 795 in full. I have a 4 year old to take to school doctor *********** and work! 

  Balise / Hyundai acts like theyre doing me a favor when they put me in this situation to begin with. I received the rental a month after them having my car . 

   

  Sincerely,

  
  Talande ******

  Business response

  11/16/2023

  ******** ****** has her vehicle back in her possession. Hyundai covered all repairs parts and labor for the claim, We apologize for the delay in the repairs being completed. Hyundai covered rental coverage except for extra insurance coverage. That is a personal preference of the consumer that must be paid out for pocket. We hope ******* has no more issues with her vehicle. Thanks

  ***********************

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased a 2019 Hyundai Sonata hybrid plugin from Balise Hyundai about two years ago and 4 weeks ago the car while driving home it shut down and would not start had to get it towed to the dealership Balise and after they checked it out told me the motor is blown and needs to be replaced. I said that is impossible when the motor only has 41,000 miles on it and two years old and does not leak any oil or burn any oil this is not possible, They will only replace the motor at my cost and will not give me a rental or loaner so I have had no transportation for more then four weeks due to this and I have five children one who requires special needs that rely on me for daily transportation. Mechanics I talked with about this problem said that it should never happen to an engine with that milage and year.

  Business response

  03/24/2022

  Business Response /* (1000, 5, 2022/03/24) */ Contact Name and Title: BRIAN ****** Contact Phone: ********** Contact Email: B******@BALISEAUTO.COM Hyundai Motor America declined the claim for an engine replacement because customer has no service records and it appears an oil change was never performed in OVER 41,000 miles since customer owned the vehicle. Customer has a case with Hyundai Consumer affairs. Their number is ************ for any questions. Routine service must be completed in order to keep warranty active. If customer abuses vehicle the factory will decline claims. Any questions please reach out. Consumer Response /* (3000, 8, 2022/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I disagree with this. I have had oil changes thru out the lease agreement. I don't keep receipts for oil changes as I have moved quite a bit during this time. I have tried working with Balise to have this resolved and contacted the Hyundai Consumer affairs and they have referred me back to Balise Hyundai Springfield. In speaking with Consumer affairs, I have been advised that there was a recall re' engine. I have had prior leases and never had a problem. My problem is that the vehicle has only 41,000 miles & have talked with other mechanics at Dealership and agree that there is no way due to oil changes. Business Response /* (4000, 10, 2022/03/31) */ The customer needs to produce oil change receipts. Based on the appearance of the engine Hyundai feels the vehicle has been neglected. Customer need to produce oil change records for us to submit to Hyundai. We have not seen vehicle for any oil changes. Any ASE mechanical shops that did his service will have records. Balise Hyundai has not seen this vehicle for any general service. The vehicle still have a powertrain warranty to 100,000 miles. Hyundai will not cover neglect though. Consumer Response /* (4200, 12, 2022/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Car was involved in an accident 12/25/20, was off road for 6 weeks in garage getting work done, engine flushed, new front engine guards replaced, new tie rod on driver side, engine totally inspected at that time with $7,000 dollars of repairs. & Oil change January 2022 and one in between and still looking for receipts. As a reminder the engine only had 41000 miles NEVER had heard of an engine dying with this. Not ever was there any OIL LIGHT INDICATOR ON! Car only leased a 1yr and half. Never in that time was either check engine light as well as mentioned above Oil light. I am certain that this is not any part of my reasonability and want this resolved! Business Response /* (4000, 14, 2022/04/06) */ Again customer needs to produce service record for Hyundai. Balise Hyundai doesn't approve repairs Hyundai Motor America does. Since customer has no proof of service Hyundai declined the repairs. Customer needs to reach out to Hyundai Consumer affairs like he was told. (800) 633-5151 Business Response /* (4000, 20, 2022/04/07) */ Thank-you for sending those invoices. Hyundai's service records are every 3,750 miles of 6 months. We need another 8 records to send to Hyundai. Also Hyundai might has an issues with the oil change record the doesn't have vin number to car, miles, or the correct person on the invoice who owns the vehicle. Thanks

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Wednesday night my car did not want to turn on. So i got it towed to Balise Hyundai that night because that's where I purchased my car back in June 2021. On Thursday I get told that it takes 24/48 hours for a car to be looked at. On friday I find out my engine was seized. They tell me that they're waiting for approval from warranty to do the engine exchange. It ends up getting approved. I get told to get a rental because there are no loner vehicles and I'll be reimbursed. Unfortunately i do not have the money to get a rental. So i contact the General Manager Brian at Balise Hyundai and he tells me since I have *********** Insurance I can not get a loner because *********** is a headache for him. So until I get a different insurance I cant get a loner vehicle. I explained how much of inconvenience this is causing me being as though I work everyday and have a 1 year old baby. The manager still decides to deny my request for a loner because of my insurance and then states he has no estimated time on when my vehicle can get worked on. So now I'm without a car and no way to move around.

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2022/01/25) */ Contact Name and Title: Brian ****** Contact Phone: ********** Contact Email: ********************** We let ******************** know we have a loaner coming back on Tuesday 1/25/2022 that she could have. She was switching to ***** insurance Friday which we told her to do prior to picking up loaner because *********** doen't cover loaner vehicles if in accicent. I spoke wiht ***** and said this is something her mother did in error and appreaciates us getting a vehicle since she doesn't have the means to rent one and get reimbursed from Hyundai.

• Initial Complaint

  08/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I financed my car about a month ago. My engine blew on my car July 26, 2021. I had the car towed to ******** where they ran a diagnostics while at their shop. I received a call the next day with them telling me my engine has blown and because of the brand of the car that under warranty a new engine should be replaced free of charge. I had my car towed to Balise Hyundai where they told me they would have to put in a claim and once they did that then I will be in temporary transportation until they put a new engine in my car. 2 weeks later they call me to tell me my car is ready and the only thing wrong with it was my brake light, and my plate light, as well as a sensor. I told them I would come pick it up because it was minor things as long as it's drivable. I went to pick up my car and to drive it was unbearable especially when they told me they test drove it. I returned my car back to balise Hyundai where they ran another diagnostic test and it showed that I needed a EDU.

  Business response

  09/15/2021

  Business Response /* (1000, 6, 2021/08/16) */ Customer didn't purchase vehicle from Balise Hyundai. The vehicle was towed into the dealer with a blown motor. Hyundai covered the customer starter and engine under a recall totaling $4,867.50. This was no charge to the customer. Customer was told after vehicle had new motor put in check engine light on due to another issue with the vehicle. Customer authorized the $135 diagnosis fee from Balise to figure out the issue. The ECU has no voltages and needs to be replaced. Customer told us to call extended warranty company which declined the repair because was told not a covered compoment. Customer is aware of cost of repair. Customer currently owes the $135 diagnosis charge if she want to pick up the vehicle. Thanks Brian H***** General Manager XXX-XXX-XXXX Office

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