ComplaintsforLake Norman Hyundai

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle back in September and the vehicle ran for less than a month. It was taken back to the dealer and the engine was replaced three separate times and still wasnt working properly. I reached out to tell them and brought the car back after it stopped running because I was not reached back out to. Now I have brought it back and theyre claiming it needs a fourth replacement, but this time its not covered by the warranty. The car never ran properly and hasnt been used but two months out of the entire time owning. The dealership is committing fraud and this should be covered.

  Business response

  04/11/2024

  ************** purchased the used Audi Q5 6/23/23 with ****** miles. *** vehicle passed the **** and ************** purchased a 24/24,000 mile Powertrain Coverage through *** at the time of purchase. ************** brought the vehicle in for service, and it was determined that the engine was using oil and LKN Hyundai filed a claim under the *** Powertrain warranty. *** approved the claim for a used engine replacement for a value of $5859.55. A used motor was purchased through *** parts, and they provided a 6-month warranty on that motor. *** motor was installed, and ************** picked up his vehicle in good running condition 9/13/23. ************** was provided a Loaner vehicle during this time. ************** complained that the *** motor wasn't running properly, and he brought it in for diagnostics. *** used motor had issues due to internal wear that couldn't be detected prior to installation and *** Warranted the motor to be replaced. *** sent a replacement motor and that was installed in good running condition. ************** picked up the Audi with the replacement motor from *** on 12/12/23. ************** had the Audi towed in 3/25/24 for overheating. *** diagnosis was a burst coolant pipe that failed. When the coolant pipe burst ************** drove the vehicle and it ran hot. We submitted the cooling pipe repair to *** and it was denied due to it not being part of the powertrain coverage. ************** paid to have the coolant pipe replaced and the tech added fluids and to test the motor. *** motor starts and runs, but there is a crack or leak in the head or block allowing oil and compression into the cooling system. *** cooling pipe failure and driving the Audi overheated caused the internal issue per *** and they have declined the engine replacement. 

  Customer response

  04/11/2024

   
  I am rejecting this response because:
  The business was aware that the car was burning oil and continued to ignore the problem and not get the car returned. There is text evidence of reaching out about the vehicle being wrong after leaving. The engine was replaced three times within 2 months of purchasing the vehicle and is stated to be replaced again while the vehicle has never been driven for longer than a month. If the dealership was aware of the faulty engine placed in the vehicle it would be fraudulent to allow the car to leave the dealership in a condition that still was not running. The vehicle was purchased and is not able to be replaced or traded in after selling such faulty items. I never even got to drive a car Im paying a lot of money a month to keep. This isnt fraud? The engine isnt covered after being aware of the issues? 

  Business response

  04/13/2024

  The current motor issue is due to driving the vehicle when the coolant pipe broke. The coolant pipe drained the coolant and the engine ran hot damaging either the Head Gasket or Head. The current issue is oil and compression getting into the cooling system through either a blow head gasket or an actual crack in the head. We would have to disassemble the motor and inspect the head gasket and send the heads to a machine shop to have them pressure tested and machined if they were not damaged. Overheating causes gasket failure and will warp aluminum components if too hot.

  Customer response

  04/15/2024

   
  I am rejecting this response because:
  The business was aware the engine was running hot and was told its wrong and still let the owner drive and was not responded too. ************* tried to reach out and say something was wrong and nothing was taken serious. The third engine having a coolant pipe break is Mr. ****** fault in what way? Because he waited months and months for the vehicle to be fix just to bust again and get told it was his fault. The engine is either to be repaired until warranty or a lawyer will be involved. Thank you 

  Business response

  04/22/2024

  ************** has agreed to pay for a used replacement motor that come with the same 6 month LKQ Warranty on parts and labor. The coolant crossover pipe cracked and was leaking coolant. ************** continued to drive the vehicle while it was leaking coolant which caused the motor to overheat and that is what caused the internal engine damage. The coolant pipe is plastic on the Audi Q5 and showed no leaks while it was in our shop having the motor replaced. The Pipe failed after the motor replacement. LKN Hyundai is selling the motor to ************** at cost to help with the expenses related to the motor replacement that he will have. 

  Customer response

  04/23/2024

   
  I am rejecting this response because:
  
  

  Customer response

  04/23/2024

  ************** was unaware of the coolant pipe crack and is apart of the engine under warranty. This is fraudulent to not cover as someone would be unaware it was running hot if it was new? Also the oil shouldve been changed before returning to customer. 

  Business response

  04/24/2024

  The motor has been ordered and we plan on installing as ************** has requested 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/16/23 we purchased a van for $10k from Lake Norman Hyundai. They claimed the van was fully inspected and there were no issues but within days we found there was a faulty head gasket, which is a several thousand dollar repair. The business owner *** will not fix the repair despite it being obvious this has been occurring for quite some time.

  Business response

  01/04/2024

  ******************* purchased a ******* mile Chrysler Van that passed a ** State Inspection. The vehicle was not showing any symptoms of her complaint at the time of purchase. The customer was offered warranty coverage and she declined to purchase any warranty coverage at the time of purchase. The van was brought in to Lake Norman Hyundai service approximately 3 weeks after purchase for over heating. It was diagnosed that the head gasket was in the early stages of failure and was leaking. LKN Hyundai changed out the coolant at no charge and offered a stop leak solution also at no charge. The customer also received discounted pricing for an extended warranty that would cover repairs on the powertrain in the future if the issue had gotten worse. We are open to assisting the customer but do not feel that a refund is in order.

  Customer response

  01/04/2024

   
  I am rejecting this response because:
  We are requesting a repair at the expense of the business owner for the faulty head gasket. We do not believe that they honored their claim that the vehicle was seaworthy on sale to us, and we understood that it was inspected properly only to find out that within two weeks, there was a major issue requiring thousands of dollars of repair work.

  Business response

  01/04/2024

  We have changed the coolant in order to remove any contaminates and will be glad to assist with a head gasket sealant additive as goodwill. 

  Customer response

  01/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had repair work done to 2017 Hyundai ******** at Lake Norman Hyundai (LNH). They had vehicle from 10/7-11/22. After getting car back and paying for work, it was noticed that there were missing bolts, clips not latched, a s**** in engine area and an oil leak that wasn't there before. Because I'm in another state, I took the vehicle to Hyundai dealership in OH to be inspected. They quoted over $6,000 for repairs and to fix/add items that were a result of the work done at LNH, as well as the oil leak. This would not be covered under warranty, as they are siting "workmanship issues." I have emailed the owner of LNH with no result. I am attaching documentation, but can provide other/more, as requested/needed. Thank you.

  Business response

  12/05/2023

  *****, I apologize for the delay, but I wanted to make sure that I had the correct documentation for the work that we did at Lake Norman Hyundai. The repair order shows that your ******** came in 10/7/23 with a misfire and it was determined that there was no compression in one of the cylinders due to a burnt valve in the cylinder head. The head was removed and sent out to the machine shop for reconditioning to replace the burnt valve. The head was reinstalled with a new timing chain kit. The plastic thermostat housing coolant ****** had deteriorated due to age and was brittle and failed to seal coolant during reinstallation. As a courtesy, **** agreed to pay for the coolant ****** and the labor to install that part. The Turbo was not an item repaired or replaced at Lake Norman Hyundai nor was an oil pan gasket replaced at Lake Norman Hyundai. We didnt diagnose your Turbo and only replaced the original reconditioned Head and Timing chain kit as requested. I would be glad to speak with the shop there. Respectfully,Cam

  Customer response

  12/10/2023

   
  I am rejecting this response because:  this does not address the missing nuts/bolts, clips unlatched, the s**** laying down in the engine area and the oil leak I had AFTER the work was done at your dealership that did not exist before. This also does not take into account all of the time and effort I had to put in to get your employees to give me information about my vehicle and when it would be done, even after I involved you.  Within the last week alone of you having my vehicle I was given four different dates as to when my vehicle would finally be completed.  The issues alone that I had with customer service with your dealership warrant some type of a refund, aside from the issues found after service was completed at your dealership.  See attached from ********** which was my first quote that lists all the various items not done right or missing.
  

  Business response

  12/12/2023

  **************, we apologize for the tech missing items during the replacement of the reconditioned head. The multi point inspection performed by ********* includes a few items that could have been missed by the tech and several items that would not have been touched as a result of the head replacement. Based upon the ********* notes, the items that our tech apparently missed appear to be a Valve Cover Bolt, Engine Cover installation, 2 Push Pins in the Air Box, 02 Sensor wire loose, Purge ************** and ****** (*********) Change and an apparent slight leak from the replaced Timing Chain Seal. Items that would not have been touched during the head replacement would be the Oil Pan related items, Engine mount related items, ECU related items, Cat related items and Wiring Harness related items. It is unfortunate that you unable to bring it by for us to address the Techs work. We would be glad to take care of the items related to the head replacement and missed by the tech. We apologize for the delay of the repairs, but we had to wait for all of the parts to be available (Reconditioned Head from the Machine Shop and Thermostat Housing) in order to get the vehicle running. We did replace the thermostat housing for you at no charge ($400) as goodwill and discount the bill for you.  We would be willing to send you a check for $300 as good will to cover the Oil Change and replace the missed items by the tech.

  Customer response

  12/19/2023

   
  I am rejecting this response because: See attachments 
  
  

  Business response

  12/21/2023

  The customer was given goodwill and she has disputed her credit card charges. We are rescinding any further goodwill that has been offered and this case was closed by the BBB this week. We are closing this on our end also.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2020 Hyundai ******'s engine blew in July 2023. The day before the engine blew, I received an oil change. Before the engine blew, the car has never given me any issues since i've purchased it brand new. Maintenance was kept up and reported to Carfax. Currently the vehicle has around 70k miles on it - which means i'm still covered under my warranty for maintenance (10 years or 100k mile warranty through Hyundai). The car was towed to Lake Norman Hyundai in July 2023. As of this month - November 2023, Hyundai has reached out to the service department at the Lake Norman dealership stating that they will not honor the 10 year/100k mile warranty. Due to the car never having any maintenance issues prior to the incident, I don't believe it's fair that they wouldn't cover the damage for the vehicle. I simply want the engine replaced so that I can have my car back.Car Information: VIN# *****************

  Customer response

  11/08/2023

  Lake Norman Hyundai is the name of the business where my car has been for the past few months. 
  The address:

  *******************************************************;

  *********, ** 28031

  The issue is that Hyundai is refusing to repair my engine even though I am well within my warranty rights and have maintained maintenance on the vehicle. My request is that they honor the warranty that Im covered under and repair the engine. 

  Business response

  11/29/2023

  *********************, Lake Norman Hyundai would like to replace your engine under warranty, but that decision is made with Hyundai ************* and not Lake Norman Hyundai. We have confirmed that the motor is bad and we did submit for a new engine under warranty. Hyundai requested service records for the vehicle as there was sludge in the engine. The Car Fax report showed oil changes at **** miles, ***** miles, ***** miles and ********************************************** *********, **. Lake Norman Hyundai has no service history with this vehicle other than submitting the engine to Hyundai *************. Hyundai recommends oil changes every **** miles and they denied the claim low lack of maintenance. You may want to switch this BBB Complaint over to Hyundai ************* to see if they will contact you. Lake Norman Hyundai can only request warranty approvals on customer vehicles....its HMA that authorizes repairs. *********************-Partner

  Customer response

  12/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 29, 2023 I visited the Hyundai of Concord due to my car was shaking and was not maneuvering like normal. I worked with my service advisor ***** who informed me that it was my spark plugs and I needed to replace them. In addition to getting an oil change. I paid all together $662.53 for the service that day. In which I was told there is a warranty on the sparkplugs for 12,000miles and I am not sure the amount of time.Tuesday August 29 I woke up to get ready to leave for work and my car was shaking and I said to myself my car is doing the same thing from last time. I was currently located at my cousin's house in ********* more than 50 miles from Hyundai of Concord, and I knew my insurance would charge me to bring my car to the concord location. Therefore, I requested for my car to be towed to the Lake Norman Hyundai location as this location was only 24 miles from where I was located as it would be free and included in my tow.I contacted the location, let the service department know the tow truck would be dropping my car off and to please let me know some information.I didn't receive a call until that afternoon from ***** (service officer). ***** states to me my car is nasty pure nasty. He never seen a car so nasty in his career. He then continues to express is dissatisfaction with my car. I laughed, in awe because I was embarrassed. My current boyfriend uses my car sometimes to pick up my son who has autism and does makes messes constantly. After he continues to talk about how nasty my car is (Mind I have gotten my car serviced plenty of times not in the top condition cleanliness wise; and NO ONE HAS EVER TALKED ABOUT HOW NASTY MY CAR WAS.Come to find out it was a spark plug issue, which ***** said I had to pay the labor for. Concord stated no its part of the warranty. ***** said it's not and I can come get my car and bring it to concord. I had to pay a tow of ****** and get a rental card. No ETA, No Loaner. I need compensation for everything.

  Business response

  09/28/2023

   I have enclosed a copy of Mrs. *********** repair order. The spark plugs were actually fouled due to oil blow by in the combustion chamber. This condition is not uncommon on Hyundai 2.4 motors with high mileage (*******) and will probably lead to a engine replacement. The good news here is that her car does have a warranty extension with Hyundai on the motor and Modern Hyundai should be able to advise her about the engine condition and possible replacement under warranty. Mrs. *********** complaint to ***** was that the spark plugs were covered under factory warranty, but that was not accurate due to the oil consumption in the combustion chamber fouling the spark plugs. We would be happy to work with ************************* to process an engine claim if she would like.

  Customer response

  09/28/2023

   
  I am rejecting this response because:
  

  1. Hyundai did not acknowledge how I was treated; in relation, to ***** critism in regard to the conditions of my car in a negative light.

  2. I never received an ETA on when my car would be done. Tuesday my car went to the dealership. I had to tow my car Thursdays. Two days with no definite reason of what's going on.

  3. ***** ****** "The spark plugs are $90 dollars under warranty it does not include labor. So, is it covered or not?

  4. Never received combustion suggestion on price or reason why the spark plugs were a result of the bad combustion chamber. Only spark plug maintenance was suggested. See attachments.

  5. If the spark plugs were not under warranty how did Concord Hyundai fix the issue without charging me. 

  6. *****'s statement stating we are two different Hyundai's we don't do things the same. Corporate office told me both establishments should have honored my warranty.

  
  

  Business response

  12/06/2023

  We would recommend that ************************* file a complaint with Hyundai ************* asking for assistance with her motor and the spark plug reimbursement. HMA process is to replace spark plugs- do an oil consumption test and a combustion chamber cleaning prior to approving the claim for an engine. We have seen HMA helping customers in certain situations after filing a BBB Complaint with the manufacturer. We would like to get a new engine for the customer, but we will need an approval to do so from the manufacturer. *********************

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanted to buyout my leased car. I went to my profile on their website and pulled a quote that stated to buyout the lease was $16,615 * (* was subject to tax), I went in on 9/10 to buy it out. ******** showed me the MV changed to over 17.5K I tried to confront that this is wrong and different from what I pulled. I have the document stating that the offer I pulled was valid to 9/11. She tried to claim that the market value changed and then showed me the 17K + taxes on top of that therefore they changed the market value of my car and then added taxes to that amount, versus taking my base quote of 16.6K and taxing that. I also stated I didn't want to pay doc fee as this is negotiable and not required, they got all defensive that "they have it posted" which it was only in an office with the amount taped on randomly at $800. They stated that this was required by **, when I did my research it is actually not stated anywhere and they just tagged on that money. From my understanding, all their actions above align with a Bait and Switch, I came in expecting to only pay $16K and left with paying over 18K because they brought me in at that lower price then gave me a higher once I was in the building.

  Business response

  10/03/2022

  ********************* came to us to buy her lease out and we have to pay off the Lease with Hyundai Finance and purchase it from HMF. Once we own the vehicle, then we have to perform a ******** inspection as well as a Hyundai Certified Inspection for a Used Hyundai  Certified Vehicle. We do charge for these items as the services are performed by Hyundai Certified Technicians at an hourly rate of $200. Our Doc Fee is $799 and disclosed on the documentation and the offices in which the documents are finalized. We also pay a Sales Rep and a Business Manager to handle the process and documentation needed to facilitate the transaction. There are costs that the customer isnt considering in this complaint and I have offered my personal phone number to *************** via her ****** review for resolution the day she posted the review. I would still be happy to speak with her about her purchase. Respectfully, *********************-Managing Partner

  Customer response

  10/03/2022

   
  Complaint: 18012079
  
  I am rejecting this response because: all I am asking for is broken out line item of the 17K as my statement I pulled from Hyundai Finance was completely different than what was given at 16K. You did have the Doc Fee broken out which is fine, but what about the initial cost when I came in expecting to pay 16K and you gave me a sheet at 17K. 
  
  Sincerely,
  
  *********************

  Business response

  10/28/2022

   ********************* came to us to buy her lease out and we have to pay off the Lease with Hyundai Finance and purchase it from HMF. Once we own the vehicle, then we have to perform a NC State inspection as well as a Hyundai Certified Inspection for a Used Hyundai  Certified Vehicle. We do charge for these items as the services are performed by Hyundai Certified Technicians at an hourly rate of $200. Our Doc Fee is $799 and disclosed on the documentation and the offices in which the documents are finalized. We also pay a Sales Rep and a Business Manager to handle the process and documentation needed to facilitate the transaction. There are costs that the customer isnt considering in this complaint and I have offered my personal phone number to *************** via her ****** review for resolution the day she posted the review. I would still be happy to speak with her about her purchase. Respectfully, *********************-Managing Partner

• Initial Complaint

  11/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been receiving emails and phone calls from this company since October 2020. I advised them on numerous occasions that they are trying to contact the wrong person. All I got was "ok we will delete the emails and terminate the phone calls, but they still persist till this day. They have sent me all of *************************** personal information along with her SS# and I yet still advise them they have the wrong info and to please stop sending me and contacting me because my name is not *******. I have all the emails that was sent to me regarding her and all my responses. I continue to get: We will fix this in our system but it has taken a year and a month to do so. I have even called this company to let them know what is going on as was told "They do apologize and will fix this in their system.They have not fixed anything because I continue to get information about her. They have been harassing me over a year after I have told them I'm not her and their information is incorrect. I would like the real customer *************************** to know that this company has not done their due diligence to fix errors in their system, and that they have sent me all of her information including her SS# so she can be aware. They are not considering the fact that people are out here hacking into systems getting customers personal information, what if I was crazy?Thank God I'm not, I just need this to stop, I shouldn't have to be harassed with phone calls and emails frequently about a person who is not me.....

  Business response

  11/29/2021

  We apologize for the unwanted communications and we will block further communications.

*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. ↩