Complaints

This profile includes complaints for Johnson Hyundai's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Johnson Hyundai

  1405 Vision Dr. Apex, NC 27523

• 

  Johnson Hyundai

  5000 Old Raleigh Rd Cary, NC 27511-7933

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:04/14/2025

  Type:Sales and Advertising 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.

  I have a lease from this dealership for a 2023 Hyundai Elantra. I have received 10+ text messages and 5+ phone calls from various sales **** and managers offering a trade in. I have texted 2 employees asking for a copy of my lease agreement to be sent to me. I have also emailed the General Manager twice to ask for a copy of my lease agreement. All three employees did not respond. The Hyundai Motor Finance webpage does not appear to offer a copy of the lease agreement.

  Business Response

  Date: 04/14/2025

  I spoke with the General Manager.  He will email  the contract to Mr. *****

  Customer Answer

  Date: 04/14/2025

   
  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:03/06/2025

  Type:Product 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.

  Complaint Title: Forced Diagnostic *************** Business Practice at Johnson Hyundai of Apex Complaint Details:On February 27, 2024, I had a terrible experience at Johnson Hyundai of Apex (****************************** - previously Johnson Hyundai of ****, located at *********************).I requested a simple headlight bulb replacement, but the service advisor **** ****** ******** forced me to pay for an unnecessary $185 diagnostic fee before replacing the bulb.I was not allowed to properly review the work order before signing, and they refused to return my car unless I paid the full amount. Later, I purchased an H7 bulb from ******** and replaced it myselfproving that their diagnosis was completely unnecessary.This is a clear case of unfair business practice and forced charging. The dealership intentionally misled me, overcharged me, and held my car hostage until I paid.Resolution Requested:I request a full refund of the $185 diagnostic charge and an investigation into Johnson Hyundai of Apexs deceptive business ************ this how Johnson Hyundai of **** treats customers?

  Business Response

  Date: 03/07/2025

  I have spoken to my service manager at Johnson Hyundai of Apex.  We will refund the ****** to customer.  How would customer like the refund?

  Customer Answer

  Date: 03/10/2025

   
  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.

  I appreciate Johnson Hyundai of Apexs willingness to refund my $185 diagnostic charge.
  I would like to receive the refund back to my original payment method (Apple Card) that was used for the transaction. Please confirm once the refund has been processed.
  
  
  Thank you for your assistance in resolving this matter.
  
  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/29/2024

  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.

  My ****** has a paint recall. October 16, 2023 my vehicle was approved to be repainted. I waited 2 weeks for someone to follow up with me. I finally contacted the business and the woman I spoke to told me that they only have one loaner vehicle for the recall. It has now been over a year and I have not gotten any kind of communication from the business. The paint has really gotten bad and now there is rust beginning to show. I am paying a lot of money for this vehicle and now there is a concern about the rust and whether or not it is even worth the price I have paid.

  Business Response

  Date: 10/31/2024

  Based on Manufacturer warranty terms this vehicle was out of warranty on 9/6/2023.  Vehicle was brought in on 10/13/2023.  Therefore not covered under the paint warranty claim per Hyundai policy in regards to paint claims.

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  2011 Hyundai Sonata Vin *****************. Went in for recall multiple times about the steering wheel problem, which the dealership marked it as completed. Took it in multiple times and each time 2hr waiting time and nothing was done. How can they just mark it close without actually fixing the recall?

• Initial Complaint

  Date:06/10/2024

  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.

  Complaint against Johnson Hyundai of **** Re: Canceling Auto Warranty Plan, poor customer service ********************** of **** WAQ# ****** ****** Protective Asset Protection #ANW199900050282 I contacted the car warranty company, Protective Asset Protection that Johnson Hyundai of **** uses for the Car Warranty I purchased when purchasing a used car on December 23, 2019 for $2000 for 5 years of protection. I called Protective Asset Protection to request a cancellation and a refund on May 29, 2024. They told me that I had to request the cancellation and refund from the dealer. They also told me the refund would be $205.5/29/2024 - I called Johnson Hyundai of **** and spoke with *****************************, Accounting Assistant who kindly forwarded my request in an email to *********************** who would handle my request. She ccd me as well. The email also contained the purchase info, sale agent and specific details regarding my purchase. I never received a response from ****************.6/3/2024 I sent another email to **************** and ccd ******************. Still no response from ****************.6/6/2024 I called the dealer again and my call was forwarded to the ************* where I left a detailed message. As of today 6/10/2024 there has been no response from the dealership to address my simple request to cancel the Auto Warranty and disburse a refund.It has been nearly 2 weeks since my initial request and no response to my request. Johnson Hyundai of **** needs to process my request immediately and issue the refund to *********** who provided the auto loan, or directly to me.

  Business Response

  Date: 06/12/2024

  *********************** (finance manager)  has been in contact with customer.  Refunds on warranties take 4 to 6 weeks.  I will follow up with him again and get any and all documentation.

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21826339
  
  I am rejecting this response because: I have not received any communication from ***********************. He never answered my emails. There is no call or message in my phone  log. Johnson Hyundai must provide evidence of contact attempts and /or provide evidence that my request has been processed. It must be dated May 29th when I made my original request for the cancelation of my warranty and refund. This matter is time sensitive. 
  
  Sincerely,
  
  ***************************-******

• Initial Complaint

  Date:03/01/2024

  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.

  December 2023, my car loss power while driving home from work, on 15/501 in ****** **. It would not accelerate and the check engine light came on. I called Johnson Hyundai of **** to explain the problem and asked what time they close that night. I had recently had them do my ****** mile check up on my 2017 Tucson so I had it towed to their dealership. The next day the service consultant called to tell me it was the knock sensor and it was covered under warranty. I took Lyft the next day to get my car. On Feb. 3, 2024 the same acceleration problem and check engine light issue occurred while driving from the grocery store. I called Johnson Hyundai of **** and they gave me their weekend hours of operation. I drove my car to their dealership Feb 4th, it would not go faster that 50 and 35 going up hills. ******, my service consultatnt called me about 2 pm on Feb. 6 saying that my car passed some test but the sensor was picking up a sound that is causing the check engine light to come on qnd the car to drive slower. He said Engineering asked for some diagnostic data from my car and they need to order a part to fix the issue. I called back and told ***** to add me to the loaner car waitlist Feb. 6. I've been calling weekly for an update on the part arrival and my turn for a loaner car. I was told 2 weeks ago that the part should be there Feb. 23. I called that morning hoping to not need another rental car and ****** said the part wasn't there and I had 10 people before me on the waitlist. I called Feb. 28 to get a part and loaner car update and ***** said my consultant ****** was gone for the day but he would ask him in the morning and call me at 9 am. ***** also said he couldn't find a record of a part ordered for my car in his system. No one called me, I called the service ***** but no one answered, I left my, name, number, and for an update on the loaner car and part arrival, it will be a month this Sunday that they have had my car and 22 days waiting for a part.

  Business Response

  Date: 03/01/2024

  Service manager met with **************** on 3/1/2024.  He insured her if we did not receive the order he  would provide her with a loaner vehicle until her vehicle is repaired.

  On 12/8/23 Ms. ******* vehicle was in for a check engine light flashing. Vehicle was diagnosed and Hyundai recommended a knock sensor assembly be replaced. We completed repair, test drove vehicle and it was operating as designed. On February 12th 2024 vehicle was brought back to dealer with a check engine light flashing again. A Hyundai tech line case was opened (case# *************) and dealership was advised to perform a TSB number 23-EM-007h. This TSB involves us performing a combustion cleaning of motor. The new TSB requires the dealership to order specific fluids and were ordered on February 13th of 2024. We have yet to receive the correct fluid to and have an ETA of Monday 3/4/2024.

   

• Initial Complaint

  Date:10/03/2023

  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.

  I have dropped my ***** Fe in the beginning of Sept. It was for a recall on the engine. It took them a week and a half to look at my vehicle. They have not return any of my phone calls I have called the manager three times and they have not called me back. I have physically go in for answers. They keep using the excuse that they are short staffed and they do not have time to work on my vehicle. They told me many times that things were done on my vehicle and then the next day they told me it was not done. I am getting mixed answers. They keep telling me that they do not have a loaner vehicle to provide me. I have had to spend lots of money on a rental car and the majority of the time my vehicle is sitting there and being worked on. The customer service has been terrible.

  Business Response

  Date: 10/05/2023

  Please note that the vehicle was dropped off on September 5th 2023 with a complaint of engine making a loud knocking and clicking noise. The customers vehicle does have an engine warranty extension (TXXI) which may lead to the replacement of her engine once approved by Hyundai Motor America. 
  
  With the influx of day to day business, Johnson Hyundai service department does not have the capability to  provide a loaner vehicle to every guest. Customer will have the option to rent a vehicle ************** with reimbursement from Hyundai Motor America once the Claim is approved. Johnson Hyundais service department has been working very diligently to respond to any additional request that have been made from Hyundai. As of 10/5/233 Hyundai tech line with the manufacturer was called and they asked our department to provide additional videos of Bearing clearance test being performed.
  
  We will communicate the status of the warranty claim to customer once we have the feedback form ********************** Motor America.
  

  Customer Answer

  Date: 10/06/2023

   
  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:09/18/2023

  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.

  Starting in May of ******************************** motion on a busy road, took it immediately to Hyundai in **** with the knowledge that my car had a recall on the engine. Was then told days later that they couldnt find anything wrong except for sludge in the engine (which is caused by excessive wear of the engine components). I had then made sure I had the sludge cleaned out and spark plugs changed. A year later May 2022 I was traveling to work and the oil pressure light came on with having my oil changed **** miles prior to this event. Added oil and took the car to Hyundai within the following week to discuss why my car would be consuming that much oil for it to not reach the dip stick. They went ahead and ran an oil consumption test after asking for something to be done. Then later told me it wasnt consuming enough oil for it to be considered replaceable at the time. June 2023 my car is now consuming 1-1.5 quarts every 500 miles (every time I fill up my gas tank) with that in mind I also have only 20 mpg when it used to be as high as 35 mpg. I now have shuddering, delayed acceleration, excessive oil consumption, low gas mileage. The battery was just replaced as well so I know its not the battery. I was advised by the dealership to contact corporate since they deemed my situation would only be fixed by replacing the entire engine and to try to get a new case started. Corporate denied my request even though my car has the lifetime warranty on the engine with having the **** installed prior to all these events. I want my engine replaced free of charge. My car is at risk of catching fire with the improper oil flow hence why there is a recall in the first place.

  Business Response

  Date: 09/20/2023

   

  ********** purchased her vehicle used from another party.  We don't normally do service on her vehicle. We looked at the vehicle when the guest brought the car in for the first time at ****** miles after having problems with it stalling and  we noted that the engine had sludge that we recommended be cleaned.  We did not do the engine cleaning. I believe she had this done somewhere else. The car came back in this year for a complaint of oil consumption at ******* miles. We did the oil consumption test. It was determined that the vehicle needed an engine. We submitted her case to Hyundai Corporate and they did not agree to pay for this repair. We are sorry that she is having this problem but the manufacturer has not authorized us to replace the engine or offered any assistance in the cost of the repair. 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20620999
  
  I am rejecting this response because:
  I have the lifetime warranty on my engine after installing the **** update. This would allow me to still have the engine replace regardless of mileage and ownership of the vehicle. I would like this escalated. Im not only wasting money but its also a safety hazard. With the recall and lawsuit they are obligated by law to replace it. 
  Sincerely,
  
  *****************

  Business Response

  Date: 09/22/2023

   

  Unfortunately, there is nothing we can do. The lifetime warranty that is being referred to is only if the engine rod bearings fail. That has not happened yet on this vehicle, there is just oil consumption. At this time the manufacturer will not replace the engine under warranty because the rod bearings haven't failed. 

   

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We dropped our 2017 Santa Fe off on June 19 to have the motor replaced under warranty. For three weeks they would not return phone calls. They would not give us a loaner car either. I finally call the Hyundai Corporate headquarters. Forty-eight hours later the General Manager *********************** called me. He still told us he could not provide a loaner. After another 2 days he assured me the motor would be replaced and he would find me a loaner in a day or so. This was July 13. We picked up the loaner and were told our warranty claim had been approved. A week later (total of 5 weeks) the car was ready. WE picked it up on Monday July 24. When we got home, my wife noticed a big dent in the left front fender. That dent was not there when we dropped off the car. Once again, they will not answer the phone or return calls.

• Initial Complaint

  Date:04/24/2023

  Type:Customer Service 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 December I took my car in for a delayed start up issue. They argued with me and said it was the battery, which I knew it wasnt but thats all they checked and made me buy a new battery, which they said they would refund but I have yet to see a check in the mail. My car then bottomed out in the middle of the highway a week later. I had to get it towed and they replaced my engine. After I got my car back it STILL had the delayed start which they said the new engine should resolve. I took multiple videos of the delayed start that continued to happen, which they have. I took my car back February 7th and it has been there in the shop since. I have receive NO communication with updates on what is going on or ANYTHING. I have been in several times, escalated to corporate, and still have no updates and no car for almost 3 months now! I want my car fixed asap and my battery refund check. I have waited long enough!

  Business Response

  Date: 04/25/2023

   

  When ************************ vehicle came in to our dealership, the battery did not pass the load test so we replaced it. There were other problems and the car came back to ** and it was found to need an engine (this has been common on certain models). We ordered the engine and replaced it. After getting the vehicle back after engine replacement, the guest still complained of a delayed start. We found that the vehicle also needed a catalyc converter and this was causing the delayed start issue.. We ordered the part and it took a long time to get it in.

  We have since replaced the catalyc converter and have apologized for the delay in getting the vehicle repaired and informed the guest that the vehicle is ready to pick up today. We are going to giver her a reimbursement check for the battery replacement. The guest seems to be satisfied with this resolution.