ComplaintsforAntwerpen Clarksville Hyundai

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The transmission failed on a 2022 Hyundai Santa Fe Calligraphy AWD on 12/31/23, making it dangerous to drive. AAA towed it to the dealership. Although covered under warranty the dealer declined to replace the transmission until it was “approved by Hyundai USA”. The dealer did not have a loaner available and would not authorize a rental until approval was received, although one was covered under the warranty. At 4pm on 1/16/24 we were notified that the transmission replacement was approved. However Hyundai USA would still not authorize a rental car. They said we can rent one and “request reimbursement”. In a call to Hyundai Customer Care they declined to provide details on how much they would reimburse, how long they would reimburse, or on whether we could rent an equivalent vehicle. They said it would take 3-5 days to get that information from the national office. By the time we are provided the info needed to rent a car we will have been without a vehicle for at least 3 weeks time. A 2022 transmission failure is on them. Yet they fail to provide adequate customer assistance. Their “policies” are simple stalls to not meet their obligations under their warranty to their customers.

  Business response

  02/20/2024

  Antwerpen Hyundai of Clarksville is limited by a manufacturer (factory) warranty. All warranty repairs must be approved before funds or work are provided. We also have a limited amount of available rental vehicles. We apologize for the inconvenience. The customer has since picked up their 2022 Hyundai Santa Fe.

  Business response

  02/20/2024

  Antwerpen Hyundai of Clarksville is limited by a manufacturer (factory) warranty. All warranty repairs must be approved before funds or work are provided. We also have a limited amount of available rental vehicles. We apologize for the inconvenience. The customer has since picked up their 2022 Hyundai Santa Fe.

  Customer response

  02/20/2024

  
  Complaint: ********
  
  I am rejecting this response because there needs to be a better policy for a new car with a transmission failure. It should involve looking at a book of policies and finding one that says that when a new car has a failure covered under warranty there is no need to get it “authorized ” by National Hyundai, resulting in weeks of delay.  It’s a no brainer.
  

  Same for the lack of loaner cars and the refusal of the Hyundai Case agent to state categorically that Hyundai will pay for a rental. 
  Hyundai’s product failed, and their policies put obstacles in place for a timely remediation.
  Again, we are talking about a new car with a TRANSMISSION FAILURE. 
  Hyundai needs to provide some compensation for one month without a car.

  The public needs to know about this case. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I traded in my my 2018 Hyundai for a New 2021 Elantra from the Clarksville, MD location, since having this new vehicle I have been experiencing vehicle issues stemming from the cars technology features. It has been my experience that this current vehicle has software issues and does not function as it should. When the car speed is above 70MPH, with use of the driving assist feature - lane assist, steering assist, and cruise control - the vehicle steering wheel shakes when braking with the slightest pressure. After having the original dealership in Clarksville address the issue two times, I was told by both the service center employees and service manager that they would no longer fix or check for the issues I have been experiencing. I was told to "take it somewhere else, because we already tried to fix that issue twice, and that is was no longer their problem". I experienced these issues at 3k miles, 7k miles, and now again at 10k miles, all under a years of being in possession of this "brand new" car. Hyundai has also failed to fix apple car play functionality / connection issues; several failed updates still leaves my vehicle incapable of a successful Bluetooth connection. Both issues are a safety concern for myself, my passengers and other drivers on the roads.

  Business response

  04/01/2022

  Business Response /* (1000, 10, 2022/03/04) */ The customer's only complaint to Antwerpen Hyundai of Clarksville about the Carplay issue on 09/28/22. There was no mention of the safety systems on any of the other visits. Our notes and observations indicate the customer is driving the vehicle harder than designed and Hyundai will not approve any addition brake repairs for abuse. We machined all 4 brake rotors on 10/11/22 and replaced the front rotors and brake pads on 12/09/22. That last repair was a 1 time goodwill per Hyundai motors America. Consumer Response /* (3000, 12, 2022/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) My issue is not a driver operated issue, yet it is a result of faulty technical advances within the vehicle I purchased from this dealer. The issue at hand (steering wheel shaking at higher speeds) comes from utilizing features in my car, two times this dealership has fixed/ addressed the issue that they too were able to feel while testing the vehicle. After those two times the dealership told / instructed me that they were no longer even going to look at my vehicle and that I should take it elsewhere. They fixed the rotors and brakes because my vehicle is still brand new, and the signs of defect showed early on in my purchase (issues that are reoccurring still to this day). They neglected to even test the vehicle a third time to even acknowledge the reoccurring issue on behalf of my safety while driving a vehicle I purchased from them. The dealership and the service workers neglected to provide me with any service request thereafter me bringing up this issue a third time.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is B***** T********, I am a Middle school Science teacher, the daughter of a veteran and the owner of a newly purchased Hyundai 2021 Kona SEL plus from the Antwerpen Clarksville location. My vehicle is one of the identified vehicles recalled for engine failure and I want my car to be fully refunded or newly replaced with a safer model after this experience with Hyundai. Please note, I was not notified that my vehicle was recalled! I am also renting a car with my own money as Hyundai referred me to rent a car with no loaner car available after taking my car in for an inspection, after describing the sounds and experiences explained below. On Monday, December 13, 2021, at 7:45 am, I entered this establishment expressing grave concerns about my safety after driving my newly purchased 2021 Hyundai Kona, which stalled on me on the highway while on my way to work. My car had no more than 10,800 miles on it and has been maintenanced with great care. The service advisor, M***, refused to hear my concerns and told me that "everyone comes into his shop expressing that all of their cars' needs are emergencies, so my situation was no greater." I explained that my car is under warranty, but it is unsafe to drive because it randomly turned off on me during my commute and made very loud rattling, clattering, and clashing noises when in motion. He turned me away with no resources. I am greatly appalled by Hyundai's lack of customer service and care because I have learned from consumer reports that my car has been recalled due to engine problems and being at risk for failure and fire. His lack of knowledge on this recall is disheartening. As a middle school science educator, he could've at least been knowledgeable of this hazardous recall issue and provided me some sort of referral support to Hyundai's customer service headquarters support. I want a refund or replacement for this vehicle. His lack of remorse, knowledge, and support left me no other choice but to put my life

  Business response

  02/05/2022

  Business Response /* (1000, 8, 2021/12/29) */ The last record we have for this customer is a service visit in February of this year. We do not have a service employee named M*** at this location.

*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. ↩