Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicles transmission was replaced on 8/16 and on Friday 10/11 I was going up a slight incline and the car just stopped and went into neutral. I tried to change to park and the message was that I had not met the shifting conditions. I turned the car off and was able to turn it back on and that worked. My husband took the car to work today and was experiencing pulsating when you were braking, a rattling noise, the car again at a stop light moved into neutral and he had to cut it off and back on. Then this evening when he was driving home the car completely shut off about a mile from our house and wont even turn over. Weve tried jumping the car to rule out and battery issue and get the same lack of turnover. We tried using the remote start and get the same thing. Because the car wont even turn on it will need to be towed.

  Business Response

  Date: 10/15/2024

  Hello - I spoke with the vehicle owner and she is happy that we are resolving the issue with the vehicle and providing her a loaner while we do. Please close the case.

  Thanks

  Customer Answer

  Date: 10/15/2024

  I heard from ***** ***** in the service department.  He and his team acted quickly starting yesterday evening into today to receive my vehicle, diagnosis the issue and work towards resolution all while keeping me updated with progress.  I am condifent at this point that the matter will be resolved appropriately. 

  Customer Answer

  Date: 10/15/2024

   
  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

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received my car from having an air bag replaced on June 20, 2024. On June 21, 2024 my airbag light came on while out of town. I called to let the dealership who told me to bring it in. By the time I got home the airbag was off. The airbag had gone on and off several times. On August 5, 2024 I was able to get the car back to the dealership to figure out why the light was still coming on. They told me the harness was bad and they would have to submit a request to see if ******* would cover it under warranty. I asked why would it have to be a warranty issue if it was something that was damaged while replacing the other part. All I received was a shoulder shrug, no answer and was told they would let me know what was said. Two days later I contacted corporate to let them know about the issue. On Wednesday August 15, 2024 ****** from Hyundai Corporate called me to let me know he would be responisble for the case I opened up. Case number ********. ****** told me the warranty was denied. I told him I didn't understand why it was submitted to be a warranty fix and that the tech could have done something to the part that now needs to be fixed while fixing the other issue. Today August 22, 2024 ****** called to let me know the case was being closed because the dealership informed him of the new issue and the warranty denial and there was nothing else for him to do. I again asked why it was submitted as a warranty issue when it was an issues with the person who fixed the original problem. ****** asked me if I could prove that and if i said that to the dealership. I'm not a tech so i can't prove that but it was too convenient that this new issue arrived literally the day after the air bag was supposedly fixed and the dealership refused to address that as a problem with me when I outright asked that. ****** told me to address this with The Better Business Bureo since there is nothing else for him to do. All i want is for this to be fixed

  Business Response

  Date: 09/03/2024

  This vehicle came in in February 2024 with ******* miles for an airbag warning light and it had a code stored of B1764 which relates to the passenger occupant classification system. We recommended replacing the occupant sensor and submitted a goodwill request from Hyundai. Hyundai agreed to cover this specific component repair 100%.The part was on backorder so the repair wasnt completed until June 2024.The customer brought the vehicle back in August 2024 and said the light was continuing to come on. We recommended replacing the wiring harness and submitted another goodwill request, which was declined by Hyundai as the vehicle is nearly ****** miles beyond warranty coverage and goodwill had been exhausted. The wiring is about a $4000 repair and was declined by customer.   

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22179526
  
  I am rejecting this response because:
  I Spoke with the district manager and again stated that I dont understand why this is a warranty issue when the same airbag is in default after supposedly being fixed. It is too coincidental for there not to have been new damage when the tech replaced the broken part. I was told Hyundai would good faith fix my airbag and my airbag is NOT fixed.
  Sincerely,
  
  ***** *******

  Business Response

  Date: 09/12/2024

  It is my understanding that the customer has spoken directly with the Service Director, ***** *****, regarding this matter. Per Hyundai, the goodwill request to replace the specific component was denied and there is nothing further Heritage can do for Ms. ************** Heritage is willing to repair the vehicle, but it would be at the expense of the owner. 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22179526
  
  I am rejecting this response. I understand they are willing to repair the car. However it should not be at my expense. The airbag has been an issue since they said they would fix it at no cost to me. Even after repairing the airbag I have continued to have issues with the same airbag. Therefore, it was never fixed to begin with. Why am I being  held accountable to pay for something Ive already been told would be fixed at no cost to me?
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 09/13/2024

  I have attached an invoice that stated my compliant about my airbag  WITH notes that state 100% good will replacement 

  Business Response

  Date: 09/27/2024

  Thank you for bringing this to our attention.When the customer originally brought the vehicle to Heritage for the airbag warning light, the vehicle was out of warranty by nearly ****** miles. In an effort to assist Ms. ******** Heritage reached out to the manufacturer to see if they would be willing to pay for the recommended repairs (replacing the occupant sensor) on the customer's behalf as a goodwill gesture. The manufacturer agreed to cover the cost of replacing the sensor which has since been completed in June 2024.
  
  When the customer returned to service the vehicle in August 2024 and indicated that she was still experiencing  the issue, Heritage recommended that the wiring harness be replaced and reached out to the manufacturer to see whether they would be willing to cover the costs of this second repair as a good will gesture as well. The manufacturer declined to do so. As a courtesy, Heritage offered to discount the cost of the repair, but the customer declined.

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22179526
  
  I am rejecting this response because after supposedly fixing the original issue immediately began to continue to have issues with the same airbag. The sensor has continued to go on and off as it has since i have gotten the car. I was not able to get the car back to the shop while the sensor was on for the mechanic to see until August when I was informed there is a continuous issue with the same airbag that was fixed. Again, I still have no idea why a warranty coverage needed to be placed for the same airbag that was already approved to be fixed.

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

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been waiting for a heads up display replacement part which is covered under warranty for three months now and either i get no response or Im told lies. By the way this issue is for my 2020 **** which I purchased new. It should not take this long to get this part when they are a major dealer. In the past 4yrs. I have brought two new cars from them and I want everyone to know that they dont stand behind their warranty. All they do is leave you hanging. A very frustrated customer

  Business Response

  Date: 05/17/2024

  Made contact with customer. New part being installed today.

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was taken to Heritage Hyundai on January 26, 2024 to diagnose a vibration issue while driving. I paid $99 for a diagnostic fee. I was told three mounts (2 motor and 1 transmission) were bad and needed replacement. I returned to Heritage Hyundai and spoke with the service manager ***** about concerns on whether the mounts were the real issue. It seemed odd that all 3 mounts needed replacing at once and would be causing issue. I was told by the mechanic and ***** that the mounts were bad and was causing the vibration. No additional causes for the vibration were offered. After some reservations I decided to go along and have mounts replaced. After the mounts were replaced, I paid the $1,198 fee for parts and labor and drove home to discover the vibration was still there. There was no difference in how the car drove. I called to address the issue with the service advisor and manager. I told them the car was misdiagnosed and that my original mounts were not the problem. They stated the mounts were bad and that the car was old. They could look at the car again and diagnose the issue. I do not have confidence in their mechanics diagnosing let alone completing any additional work on my vehicle. I paid to have a diagnosis and when I challenged that diagnosis was told I was wrong. It has been verified that it was the incorrect diagnosis simply due to the fact that the vibration has not gone away or changed in any manner. Due to their incorrect diagnosis, I should not be responsible for the diagnostic fee or the charges for the replacement of my mounts that were not bad or causing the vibration issue with my vehicle. I need to resolve this issue with Heritage Hyundai and the BBB. If no resolution then I will have to take legal actions.

  Business Response

  Date: 04/15/2024

  I spoke with *** and Mrs. ******** on 04/09 and they agreed to let me re-evaluate the vehicle so that we can offer a solution. They said they would reach out to me to let me know when they can bring the vehicle in. As of 04/15 they have not contacted me to schedule the reinspection.

  Customer Answer

  Date: 04/20/2024

   
  Complaint: 21543539
  
  I am rejecting this response because bringing in the vehicle to be re-evaluated does not resolve the complaint which was that I paid $1297 to have my vehicle diagnosed and repaired for a vibration issue and that issue has not gone away. The vehicle was incorrectly diagnosed and until that transaction is resolved I do not wish to have any further diagnosis performed.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 04/22/2024

  We refunded the customer the full amount that they paid $1198.10 with the agreement that they will bring the vehicle back to us to have the repairs completed. Thanks.

  Business Response

  Date: 04/22/2024

  As noted in previous response, the customer has been refunded the full amount as requested.

  Customer Answer

  Date: 04/25/2024

   
  Better Business Bureau:

  In reference to complaint ID ********, ********************************************* refunded the amount paid for the misdiagnosed work. That is satisfactory and acceptable.
  
  ***** ********

• Initial Complaint

  Date:02/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used Volkswagen from Heritage in September 2020. 3 months later, I discovered on a service call that the ****** report showed a reconstructed title for a salvaged vehicle. I returned to the business manager at Heritage. She assured me that it was a mistake and that she would submit the necessary paperwork. To the Maryland. Motor vehicle administration .At this time 2024 I went to another auto dealership to purchase a new car and discovered that the title has still not been corrected. In addition, the ****** report does not show that the vehicle was even sold in 2020. I immediately called Heritage 2/16/24. I was told to call back on Monday. The manager Was not available and did not return my call. I am concerned that Heritage. Misled me It may have tried to cover up. A salvaged vehicle. Is should not have taken 3 and a 1/2 years to straighten out a mistake on a vehicle title from a sale in 2020. That was their error. If they cannot correct this mistake, then I am requesting they purchase this vehicle back from me and release me from the title. So that I may purchase a new vehicle elsewhere

  Business Response

  Date: 02/21/2024

  Hello! 

  This was a title mistake made by the MVA. We have contacted the MVA and they are correcting the title as well as the ******. The MVA will send the customer an updated title. 

  If you have any questions please contact me at ###-###-####

   

  Thanks!

   

  Sarah *********

  Regional Sales Director

  Heritage Auto Group

  ###-###-####

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

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the car in February of 2022. August 2022 this was the first time the car stopped it did eventually turn back on but would only coast at 35 mph. I was near a shop at the time and they was able to clear the code .This was the first time I heard about the code at what it was P1326. I spoke with Hyundai multiple times. Keep in mind its extremely hard to get in touch with them I asked several times to speak with service manager to hardly ever get a call back from them. However I was at some point able to let them know that something was wrong with the vehicle I told them about the code and even went as far to ask if there was a recall on my engine or vehicle to which they stated it was not. March 2023 is the second time the car shut off on the highway while I was driving it slowed down and completely cut off. I had to get the car towed to a jiffy lube and again they cleared it and stated that the sensor was knocked on (same code P1326) and I was able to drive again. I reached out multiple times to Hyundai. April 2023 was the third time it slowed up and cut off completely however it took about an hour before we could go (prayer works) at that point the car never drove past 35 mph until about June 2023 when the engine completely failed. I am in limited in explaining everything but I have had multiple issues with Hyundai aside from the engine as far as work being done on the car. My concerns with other issues being brushed off only to find multiple times I was right about those concerns. When this issue was looked at by a case manager with Hyundai they stated they could not cover the engine due to poor engine maintenance which we were able to prove that since I had the car it was properly maintained meaning the damage came prior to my ownership. Multiple mechanics have stated it could not have come from me. This car was bad prior to my purchasing it. It was also shown that in 2019 prior to my ownership this same code had been an issue.

  Business Response

  Date: 11/03/2023

  Contacted customer to review complaint and review her service history. Advised customer that when she purchased the car, preowned from us on Feb, 16 2022 at 74,262 miles. The customers first visit back for service with us was at 89,869 miles on Oct 6 2022 for an oil change and sparkplug replacement, that was 15,000 miles from purchase mileage and oil changes should be done every 7,500 miles so one was missed there. Customer did come back in on 11/29/22 @ 93,678 miles for recall and brake inspection no oil change, the last visit was on 01/03/2023 for a headlamp concern which was taken care of by her extended warranty. We have not seen the car since. The customer has not been servicing at a Hyundai dealer as shown in her attachment. I called on 10/31/23 and spoke with her to gather information and see where I could assist however the car is in Montana at a Hyundai dealer there and they submitted a request to replace engine and it was denied by Hyundai that unfortunately is out of our control. She then stated that they told her it was because the prior owner did not change the oil, I shared with her the carfax as well as added it to my response as an attachment showing the prior owner did service and change the oil regularly and advised her to show that to the dealer in Montana and Hyundai. The information she gave me does not match up and since she never brought it here for any engine concerns or consistent oil changes there is nothing we can do on our end and she will need to work with Hyundai and the dealer in Montana. 

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April I brought my car that was under warranty in for service. I was told that the car was fixed. When i arrived to pick up the car Hyundai of Towson had lost my keys and i waited for thsose to be replaced. When the keys were replaced i Hyundai reached out to me stating that the car was finished and i was told that the prolem was a bad thermostat. The car broke down on the drive home. I returned it to them and they apologized saying that it was never the thermostat but in fact there was bad hose. The car broke down again, with antifreeze having exploded all over the inside of the hood of the car, it was returned to Hyundai and I was told that it was their mistake that the car was not properly "bled". The car broke down yet again and I was told that it was infact the thermostat again. The car is now down for a final time and was returned to Hyundai yet again. The service adivsor Sean has told me that Hyundai has covered all repairs since it was brought in the second time because they did not properly fix the car. I have expressed time and time again that they are "Wasting my warranty"" Hyundai now saying that tey will no longer conver the cost of repairs or a rental coverage although they created further damage to the car that they cannot identify to fix. They are refusing to inform the warranty company JM&A that the original service that they paid for was actually misdiagnosed. Although the car is within warranty Hyundai is refusing to exhaust all resources to correct a problem that they caused. I have spoken with the general manager at the time (Jared) as well as the regional director (Andrew) who made promises to call me back but didnt. I am asking that Hyundai replace the engine that they have damaged in this process. As well as cover all charges related to the lack of being able to use my car for months including lost wages, rental reimbursements, as well as the cost to my emotioal health and well being from being treated this way for six months.

  Business Response

  Date: 10/20/2023

  Good morning, in reference to ***** ******** complaint about us and her vehicle, we have made several attempts to repair her vehicle and work with her but even still to this day she has not authorized us to drive her vehicle for extended time to verify issue and see what's causing it. I have attached 2 different email threads in where myself has asked as well as the service director at the store has asked for her permission for the technician to take extended test drive and she does not answer the question and has yet to give permission. We are here and willing to help but it will take both sides to make that happen and we need to be allowed to do our job. She has an extended warranty which is good at any dealership if she does not want to use or trust us but she is refusing that. Her overheating issues where not caused by us as her initial visit on 4/27/2023 had her coming in for an overheating issue at 105,693 miles. The last time we saw her vehicle prior to that visit was at 63,021 miles. I believe at this point it would be better for the customer to have another repair facility service her vehicle. Please see the 2 attachments, as they are 2 separate email threads validating what I have said.    

  Customer Answer

  Date: 11/15/2023

   I originally brought the vehicle into the dealership in April. l the car was diagnosed and repaired via warranty. Shortly after the car broke down and I was told by the dealership that the car was misdiagnosed and re-repaired. The car has been in and out of the business since then with no resolve. I have told the dealership time and time again that the car needs an extended test drive. It was never performed. The dealer has since told me that the car needs an extended test drive. The dealership has waited until the car is almost out of mileage for the warranty to decided to take it on the extended test drive that I've been asking for. I asked that they first inform the warranty company of the original misdiagnosis so that there is no issue of the repair being covered. They have refused. When i wen to the dealership to get more information i was informed by my service advisor Shawn that if they were to contact the warranty company and "tell them the truth" that they would actually have to pair back the costs of the original repair and labor. 

  
  

  However the parts in question are also covered by Hyundais 1 year warranty so either way the service and rental car provided should be covered. Well as a result of the back and forth the dealership went back and told enterprise that they are no longer covering the rental car THAT THEY PUT ME IN, and in addition to that they didn't even pay for the car up until the agreed upon date that is in the email at you have (the email references payment until the 18th - but upo speaking with enterprise they stopped paying on 10/11).

  
  

  If you need I can send in the bill from the enterprise, a copy of my warranty agreement that I purchased. The dealer should also be able to provide service records to corroborate the fact that the car has been in and out for repairs since April. The dealer has claimed all kinds of excuses including misdiagnosis' faulty parts and bad technicians in house. I can't even pick up the car from the dealer because other Hyundais don't have the availability to receive the car. I am still without a vehicle and transportation. Even upon speaking with the corporate management team there's no resolution because there have been 3 different case managers so far and when one person takes over a case the process starts completely over from step one so the entire company is actually working against each other at my expense. 

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

  Business Response

  Date: 11/16/2023

  In regards to the customers request for us to re-imburse for the rental, we will have to decline that as we advised her on multiple occasions to get out of the rental and pick up her vehicle since she was not allowing us to work on it and perform the nessaccary extended road test to verify complaint. I myself as well as the management staff at the store tried on several occasions to help this customer out but she could never agree to any help or listen to our suggestions on handling it, she would not have had to be in the rental as long as she was if we were allowed to perform the diagnostic when we advised her of it. We did receive authorization today from her extended warranty to replace her radiator which we are working on getting that completed by end of day today if possible. 

  Customer Answer

  Date: 11/17/2023

  I am rejecting this response because: I had a case manger with Hyundais corporate team. The corporate team began facilitating communications between myself and the dealer. I accepted the test drive upon the advice of upper management. This process was weeks after i even returned the car back to enterprise.  This is a misrepresentation of events supported by a plethora of emails.   
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience with Towson Heritage Hyundai has been nothing short of disappointing and frustrating. I purchased a car from them a couple of months ago, and it has been plagued with multiple problems since day one. To start, when I took delivery of the car, I noticed a stain on the side panel and an irregularity in the weave on the door panel. Instead of addressing these issues before handing over the vehicle, they sent me home with it, leaving me to schedule a service appointment to get these cosmetic defects fixed. Shortly after that, I experienced a persistent rattling noise in the trunk. However, when I brought it back to the dealership, they refused to investigate because the issue wasn't occurring at the dealership. Unfortunately, the rattling issue persists to this day. The problems didn't stop there. The backup camera started malfunctioning, staying on even after shifting into drive. Additionally, the wiper sprayers stopped working after just two uses, which I consider to be a significant safety concern. When I contacted the dealership about these issues, they couldn't get me in for service until six weeks later. But the worst part of my experience came when my car overheated in Annapolis, which is 45 minutes away from my home. I had to have it towed, and getting in touch with Roadside Assistance was a challenge in itself. During this stressful situation, I reached out to Towson Heritage Hyundai, and they claimed they'd leave a message for the service department, but there was no immediate response. After finally getting my car towed to an Annapolis dealership, they informed me they couldn't even look at it for a week. I then contacted the Towson dealership again, and they coordinated towing my car back to Towson. It was only in Towson that they were able to diagnose the issue, stating that the radiator was broken. However, they shockingly refused to cover this repair under warranty, claiming that "road debris" caused the problem and leaving me with an almost $2,000 repair bill. I purchased this car with the expectation of having a safe and reliable vehicle for work, but it has been nothing but trouble. The warranty process has been an immense hassle, and I've been deeply dissatisfied with the service department's handling of my concerns. In hindsight, I regret choosing to buy a car through Towson Heritage Hyundai and Hyundai in general. This entire experience has been incredibly disappointing, and I would advise others to be cautious when considering doing business with this dealership.

  Business Response

  Date: 09/28/2023

  The vehicle broke down while out of the area and was towed to Hyundai Annapolis. They were told they weren’t going to be able to look at the vehicle for several days. A mutual acquaintance asked me to reach out to assist since they purchase from here. I called and had the vehicle towed here and diagnosed the same day. We found impact damage to the radiator and recommended they call their insurance. The owner’s brother reached out to me and basically said we were lying and that his “dad is a lawyer” and he will get him involved. The owner approved the work and paid for the repair. We provided the customer with the old part that was clearly damaged from an impact as well as photo's of the leak coming from where the damage was. 

  We went to every length to get the customer taken care of in this situation and we understand the customer was not happy with the news we gave them but unfortunately this was not a warranty repair.

   

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle has been to this location repair shop 4 times for the same issue. My car stops accelerating and does not travel over 25mph. The service agents tells me that they refuse to fix the repairs because they want to try a different method of fixing a non related part to hope that it would support the attempted repairs on the original problem. I was encouraged to buy an extended warranty that does not cover the repair of the hypothetical resolution to my original issue. Now they are asking that I pay out of pocket for a part and cleaning that would help reinsure then that they did fix the original problem. My car has been to the shop for over 2 months. Having me lose money and put my job at risk. This is the second car I dealt with Hyundai and the same problem has occurred. My first vehicle after getting it repaired by Hyundai, I was in an accident that lead to the car being deemed a total lost . I fear that due to unfixed problems that I will be putting my life , daughter life and the life of other civilians in jeopardy if I drive this vehicle and it clonks out again. I was overcharged for the vehicle by 20,000 from what the value of the car is. After investigating the ****** of the vehicle and seeing the vehicle time frame with the other owner. I , myself would like reinsurance that I am in a safe vehicle to transport my family in, to be refunded for the vehicle or get a complete replacement vehicle and a apology for the lack of communication and the inconvenience they have put me by having me lose so much money and time at work due to not fixing the problem the very first time or atleast the second or third attempt. My vehicle went through the exact guidelines of qualification of a lemon vehicle however the first problem that occurred happened just a weeks before my car became to old for the lemon law time frame .

  Business Response

  Date: 03/08/2023

  Good Morning,

   This vehicle was brought in on October 10 2022 for a Check engine light. We replaced the knock sensor did a bearing clearance test and it passed. Check engine light was off, tech drove car and everything was fine. Customer picked up vehicle and left. The vehicle came back Dec 7 with Check engine light on again. It had a knock sensor code did another bearing clearance test and it passed again. We found the oil to be a quart low. We advised the customer to bring the vehicle back in 1000 miles to check the oil and start a consumption test. The customer brought the vehicle back January 27 with the Check engine light flashing and lack of power. The vehicle has a bad fuel injector and needs a combustion cleaning to which Hyundai is not paying for nor is the warranty she bought from ********* Hyundai. The customer does not feel she should pay for it because of the warranty. She took the vehicle with her and is taking back to ********* Hyundai where she bought it. Let me know if you have any questions.
  
  Thank You

  Brad Scammell

  General Manager 

  410-832-2475

• Initial Complaint

  Date:02/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle oil change service was performed by the dealership (Heritage Hyundai) in Baltimore, MD on 9/19/2022. I left Baltimore on 12/15/2022 driving to Littleton, NC. The vehicle came to a stop in Littleton, NC about five miles from my intended destination. On 12/16/2022 the vehicle was towed to the closest Hyundai dealership which was Medlin Hyundai in Rocky Mountain, NC. The service dept this dealership determined that the engine was seized due to insufficient oil. I have attached the documentation from Medlin Hyundai which includes photos of the oil pan, shroud and plug. I returned to Baltimore and went to Heritage Hyundai to speak with the service manager about the oil change and subsequent dislodged oil plug. He said they were not at fault. I decided to contact the next level of authority, MileOne AutoGroup, Inc. and file a formal complaint/claim. The claim went to their insurance provider, *** ******** *******. I contacted Hyundai Motor America and filed a complaint. My final correspondence with ******* ***** ******* ******** ******* stated the claim was denied under my vehicle warranty because I had driven 4700 miles since the oil change. On a phone call February 10,2023) with the agent I was told the warranty would not cover the engine replacement cost because of neglect on my part. The response and subsequent request for reconsideration to The ******** was also denied because the vehicle had been driven 4700 miles before the plug dislodged. No matter how many miles I had driven before the plug dislodged, Heritage Hyundai performed the service and should accept responsibility. It is feasible for an improperly replaced plug to dislodge over time and use. I had no indications of any oil leak, no lower pressure dashboard warning or even an engine light alert before the vehicle stopped. I had a passenger in my car who was traveling with me that can attest to the fact that there were no warning indicators before the vehicle came to a stop.

  Business Response

  Date: 02/27/2023

  the claim was submitted to insurance and the case was fully investigated to determine that the customer was overdue for the regularly scheduled maintenance of 3 months or 3000 miles which is why the claim was denied 

  Customer Answer

  Date: 02/28/2023

  
  I am rejecting this response because:
  My pre-paid maintenance state 7,500 miles. I have attached a copy of my maintenance agreement. 
  Sincerely,
  
  ****** *** ***** *****