ComplaintsforLee Hyundai, Inc.

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lee Hyundai in ************ **************. My car completely shut down while I was driving on September 29, 2022. I contacted Lee Hyundai immediately to see if I could get the car looked at. They told me they did not have any appointments until weeks away. So after the few weeks, I went to Lee Hyundai, and was then told different information. They told me that I didnt need appointment because I was having the car towed in. Ultimately I did not get the car there until December 7, 2022. They determined that I needed a new engine. The engine was replaced. On March 13, 2023 my car was finally finished. It was ready for me to pick up. I picked up the car and thought everything was fine but then I noticed the car was making a weird sound that it was not making before this all happened. Also, the ** was not working. I informed ********************* at Lee Hyundai and told her that I would not be able to drop the car off without having a loaner car. At this point, I have still not gotten reimbursed for the original claim. On May 17, 2023 I was finally able to take my car back to the Hyundai as I was going to be out of town. So I had a couple days where they would be able to keep the car to be looked at. On May 19 I was notified via text from ********************* that the car needed a compressor and that the work would cost $723. My ** was working fine when the car broke down but all of a sudden they have my car for four months and my ** doesnt work anymore. She also notified me that they could not hear the sound that the car was making. And on May 20, 2023 I picked up the car without any work being done to it. I was told that someone drove the car for 1 mile, and they didnt hear any noise. I drove two minutes down the street and the car is still making the noise so Im not sure how they didnt hear it. ********************* said that if the sound gets worse to bring the car back. Hopefully this is you can be solved and my car can be completely how it was before it shut down.

  Business response

  05/23/2023

  *** standard warranty for that vehicle is 5 years or ****** miles. This vehicle is a 2013 with approximately ******* miles. *** standard warranty has expired. Hyundai Motor ******* warranties that perticular vehicle for an extended period of time for a specific engine powertrain coverage. *** vehicle was covered under warranty for an engine replacement. Hyundai Motor of ******* pays Lee Hyundai to perform specific work for them. *** engine was replaced and meets all replacement guidelines by HMA. Squeeks, noises, Air Conditioning components and thousands of other parts are not covered under warranty. Lee Hyundai paid a master technician 1 hour of labor ($140) to diagnose and recomend additional service work at no charge to the customer. *** air conditioner condensor is not covered under warranty. It is the customers responsibility to pay for parts and labor repairs after the warranty expires.  

  Customer response

  05/24/2023

   
  Complaint: 20093488
  
  I am rejecting this response because:
  I understand that the ** is not covered that is fine but the noise is happening from the engine area. You say you paid a technician an hour yet he only drove a mile down the street. I drove the car off the lot and heard it immediately. So if anything more happens to the car, then what?
  Sincerely,
  
  *****************************

  Business response

  05/26/2023

  The vehicle has ******* miles and is out of warranty. The only part on the vehicle that is covered is an internal engine part that was corrected when the new engine was installed. Any other part that fails, labor and diagnosis is the customers responsibility to pay. The location of the noise you are describing is where the air conditioning compressor is located. It's a high probability that if you have a new compressor installed that the noise will go away. This is the first time we have ever seen the vehicle. None of the services in the past show to be performed by an authorized Hyundai dealer. Regular and prevetative maintenance are important to your vehicles safety and reliability. The vehicle history report shows four oil changes, some filters changed, tires and brake work performed since purchased with ****** miles. ***** are several important maintenance items not showing completed. The service department will be reaching out to you to have the vehicle brought in and looked at again as a professional courtesy.   

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Let me start with, my car has been in and out of this shop for almost 2 years. The first time it went there they replaced the engine, but failed to put the motor mount on, also when changing the engine the ** stopped workings however I didn't know that it wasn't working until recently because I was not ***** to drive my cr due to the transmission needing to be replaced, and I didn't have the funds at the time and the insurance and extended warranty was not willing to cover it. So fast forward to Jan. 2023 I take the car back to the service center where it took them a month to look at it, knowing that I was the same issue they still took forever to let me know anything. When the service manager got back with me she texted me the quote, I said ok lets try and get back with the extended warranty company and see what they say, they denied it once again, so I told the service manager to go ahead and fix it and I will pay out of pocket, she then advised me that I had to put **** down for them to order the parts. on 2/13/23 I paid that. 2/23/23 I haven't heard anything back, although I called and left multiple messages. so I had my sister take me up there, she called the service department and asked about the parts, I could tell something was wrong because she was like I sent it over to y'all and then she got off the phone and was like the guy is at lunch I will call you when he gets back. Again never got a call back, so I went back up there and she was like oh, he said it will be at least another week, I said what's the hold up, she said she didnt know. So I was like something isn't right, I went to the service department a few days later and asked when my parts were ordered and he said the 23rd. The day I went to check on my parts and 10 days after I had put my deposit down. From there there the parts manager basically told me he didn't care about my money, so I went to the big dealership and still noting has been done. I was promised a discount off the original quote

  Business response

  03/28/2023

  You paid $5,102.83 total for the transmission. You recieved a substabtial discount. Your old original estimate (attached) from 2/22/2022 was $5,831.49. Thirteen months later (when you're ready to have the work done) we explained the parts prices have increased $1,552.70. The old original estimate of $5,831.49 plus $1,552.70 equals $7,384.19. You paid $5,102.83. You received a price discount of $2,281.36. You actually paid $700 less than the old ****** from a year ago before the parts prices increased. The transmission core credit of $1,000 was also was rejected because it had a hole in it. We paid the $1,000 core charge. The total discounts recieved are $2,281.36 plus $1,000 core rejection charge = $3,281.36. Unfortuanately I am not going refund the repair or discount more than what has already been discounted. I apologize we didn't do a better job of explaining the discounts and that you're not satisfied. We will try harder to explain the discounts and provide exceptional service for our customers. 

• Initial Complaint

  02/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Saturday, February 18th we found a vehicle online and contacted Lee Hyundai about this vehicle. We went into negotiations this same day (when we had our credit pulled) on this vehicle although the car was not yet on the lot until Monday.On Monday we returned to the lot to continue negotiations. We wasted hours on this negotiation to find out we were flat out lied to. We were shown an interest rate based on our credit score which we felt was reasonable and told specifically this is the interest rate, you wont get better than this, this is actually a great deal so we proceeded to negotiate based off these numbers. Only to get to a last round of negotiations and be told, that wasnt even the interest rate they could get us.Around the same time, we noticed they were showing the car (the one we were in final negotiations on) to another couple. Seems as though they stopped negotiating with us after this couple showed interest. After they disclosed that the interest rate, they presented previously was not the actual rate. We asked why they presented numbers and told us this was the rate if they could not actually give us this rate. The sales manager then admitted and agreed what they did wasnt right. And even though he apologized it was a waste of our time. And, in our opinion, an unethical and deceitful way to do business.They also did a second hard pull on our credit on Monday night during the final rounds of negotiations. Even though, they are able to do this it would have been nice to be notified as we were told that we were already approved (the sales manager gave us the name of the specific bank) before this pull occurred. We spoke with the General Manager on Tuesday who was going to speak with sales manager and sales representative but have yet to receive a call back.

  Business response

  02/24/2023

  I apologize we were not able to reach terms for you to purchase the vehicle. We do not want to submit a credit application to lenders during the shopping process until our customer is ready to buy the vehicle and/or we're in the ballpark for payment and price terms. The worksheet states that the interest rate is an estimate. The estimate and final approval were within 1%. The manager allowed extra discount that would not normally be given to keep the payment the same. We offered a better deal than we normally accept. You declined the offer. After you left the dealership a second time, another customer spent ten minutes reviewing an offer and purchased the vehicle. As I explained on the phone, I will speak with the personell involved but I don't feel it's beneficial to call you back or have you come in to talk face to face to let you know if they said that they told you you're approved for the rate on the worksheet. The manager gave an extra discount that's normally not given to keep the payment the same. We'll use your situation to improve our customers experience. Thank you. 

  Customer response

  02/26/2023

   
  Complaint: 19457412
  
  I am rejecting this response because: As we stated on the phone, it was not about the deal that was given, it was the fact that the employer lied about us already being approved by ***** Fargo with the rate they showed ** and started negotiations with. Both the sales **** ******** and the floor manager, ****, said that the rate they showed us with the numbers was already approved with ***** Fargo, so we were negotiating based off of that information. We have bought 2 vehicles from this company before and neither of those times did they show us a rate, negotiated, then once we got closer, pulled our credit again at the end of negotiations to get the rate. 

   

  Additionally, if it was that they were going to pull our credit at the end, that should have been communicated. If indeed the rate was approved or confirmed, that should have also been communicated, instead they told us that it was already approved and we were good to go. 

   

  The only thing that was different this time was that another couple was interested in the same vehicle at the same time. 
  
  Sincerely,
  
  ***********************

  Business response

  03/03/2023

  We do not submit the loans to lenders that early in the process. As stated on the worksheet, "the interest rate is an estimate". Both employees have stated that they did not give misinformation. The estimate was within 1% APR of the lender approved rate which makes the payment a very close estimate. The manager gave additional discount to make the payment the same. 

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned a car part in October 2022 due to misdiagnosis of my car problem. The refund was processed for the wrong amount and to card that was no longer active due to fraud. I contacted the dealership via email and telephone on multiple occasions to get my refund issued. Its been almost 30 days and have not received a response.

  Business response

  12/13/2022

  Contact Name and Title: *********************, GM
  Contact Phone: **********
  Contact Email: **************************************************
  The refund was processed 10/10/2022. We have continued to verify the funds were refunded, however the customers card was canceled 5 days after we processed the refund. The customers bank has recieved the refund. Our bank just sent a copy 12/12/2022(attached) of the transaction batch detail that shows the refund was processed, taken out of our account and sent to the customers account number. The issue appears to be that on 10/6 we processed the refund, 10/11 we recieved an email from the customer saying their card was canceled for fraud, 10/12 we were unable to stop the refund because it had already been processed and paid. The customers attachments only show "sent" emails NOT "recieved" (our emails attached).
  
  

  Business response

  12/13/2022

  ***Document Attached***
  Here's the sent and recieved email. I'm also attaching the screenshot from our bank merchant. Over 2 months have gone by. The payment has always been recieved by the customers bank.
  
  See Attachment/File: new doc *******************

  Customer response

  12/15/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 17 Oct 22 I purchased an automobile from Lee Hyundai, Inc. 1960 Skibo Rd, Fayetteville, NC 28314-1514. I authorized them to check my credit to make decision about financing or pay outright. After seeing the terms offered I decided to purchase outright. On the evening of 17 Oct 22 I checked my credit score and had 7 hard inquires reported for 17 Oct 22 on my credit report. I anticipated one. I contacted the dealer several times about the issue and they indicated to me that is what they do to everybody purchasing a nine yr old car and that it was no big deal. Email from General Manager enclosed. I did not fill out a credit application and I am curious if they sent a fraudulent application to 7 different auto loan banks or how that works. Request that Lee Hyundai 's current business practices regarding credit applications be investigated to ensure they complying consumer protection agency guidance.

  Business response

  12/20/2022

  Business Response /* (1000, 5, 2022/11/11) */ Mr. ******* completed a detailed application for credit with lots of very personal information that is needed to apply for credit. Mr. ******* signed his application stating that he has read and agrees to the terms of his credit application. Our company does not finance vehicles and is unable to offer finance rates. We must submit the application to each bank, compare offfers and present them to our customer and allow our customer to decide where they want to finance their vehicle. Due to the year, miles, model of the vehicle and other factors there was a wider variance of interest rate options by multiple lenders. This process is how you follow compliance. We apologize for not doing a better job explaining the process and we will use this information to improve.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a brand new car and it's a lemon. I put $3000 down and traded in a car. I bought the car last June from Lee Hyundai. Engine light came on in December, couldn't get an appointment at the parts center until February. I've had to take the car back several times. I called corporate. Corporate told me take the car and leave it at Lee Hyundai until it's fixed. I've been without the car for months and still having to make monthly payments. Corporate said there is nothing they can do about the car because the Lee is privately owned and if the car is a lemon try to work it out with the owner. I go to pick the car up today because Lee said it was fixed. I get about an hour away going back home with the car and other lights come on. I had to drive the car back to Lee. They again told me to leave my car and take the loaner. So out of a year I've only had my brand new car for 4/5 months. I was told by the sales manager they would rectify the situation and get us in a better car. I expressed to him that I put thousands down plus a car and I don't want a new contract I want the car switched out on good faith. He said we can trade the car in and start the process over. I requested the owners information and the manager refused. I've been fighting with the service department and sales department since February about this lemon! I've done everything corporate said to do and at the lower level they are refusing to provide the owners information. Since the manager cannot make the decision or corporate to switch the car out without doing a trade in (putting more money down etc).

  Business response

  11/17/2022

  Business Response /* (1000, 8, 2022/09/24) */ Our company doesn't produce parts or warranty vehicles. A new vehicle has lemon law protection that is addressed through the manufacturer not our business. The part that was on back order arrived and has been installed. Unfortunatley all automotive companies, appliances, medical supplies and many other basic supplies have been experiencing these challenges the last few years. I hope your vehicle gives you many great years of service. Thank you for your understanding.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The account was placed on my credit report without my knowledge, causing adverse action such as loss, financial hardship, and denial of credit. Illegally seized property No proper deficiency notice

  Business response

  10/27/2022

  Business Response /* (1000, 5, 2022/08/01) */ Lee Hyundai does not and did not reposess or seize a vehicle or property. We did not sell Ms. ********'s vehicle. We do not finance loans and do not report payment history to the credit bureau. We are showing a vehicle here March 2022 for an oil change and a no show appointment July 8th for service.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Feb 8, 2020, I purchased a new Hyundai Tucson Ultimate. At the time, I purchased several extended warranties from the dealership. Part of the agreement was that my oil changes and tire rotations would be covered under the plan, but on three separate occasions, I was forced to pay Lee Hyundai again for these. In December of 2021, I was promised review and reimbursement, but this never happened. On May 28, 2022, I traded the Hyundai, with 80,042 miles on it. When I called the warranty company to receive a prorated reimbursement, they told me I needed to contact Lee Hyundai. I contacted Lee Hyundai. Initially, they didn't know who to transfer me to, and when they figured it out, they hung up on me. They called back when I sent them an emailed comment card, but I had to go through the entire explanation again of what I neededa form to fill out. They told me the person who could help me was not available, but they would call me when they finished the financing process with a current customer. That was HOURS ago, and I have no call back. I only want to be able to fill out the form to get a refund that is owed to me.

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/07/06) */ We apologize for not returning your call until the next morning, July 2nd. At that time we emailed a copy of the cancelation form to fill out and complete the process. We had two managers out with covid and the other two processed thirteen vehicle purchases that afternoon and didn't leave until 9:51pm. I did confirm that the service center was not aware that you had a prepaid maintenance plan and charged you for two oil changes. I am filing the claim for the two oil changes and will reimburse you $89.70 directly for the charges. Please reach to me directly if you have any questions or concerns. Consumer Response /* (2000, 7, 2022/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They have had my vehicle for 2 weeks since July 2nd with little results. I have received some brief updates but nothing concrete or effective. Seems like I am getting the run around. I was told that all steps were taken and only solution was anew engine; however, that process has been delayed also as the top dogs have requested further test for whatever reason. I find this very unprofessional and very disappointing. is this even legal to have my vehicle this long with little efforts and no progress. At one point I told a particular part was needed to be shipped form New Jersey, and turns out the availability was right across the street. Some staff have been very poor with information. This is ridiculous to say the least. Even once the part was tested, they said they were asked to test it again amongst other duties. it's like shouldn't have all these previous test been conducted to began with? This is very unacceptable. I need answers now and like to know what steps I need to take.

  Business response

  09/23/2021

  Business Response /* (1000, 5, 2021/07/21) */ We apologize for the length of time that it takes to get your repair completed. The National average wait time to get warranty approval and completion for your repair is 3-5 weeks. We are hopeful to have your repair complete within a week. 25 days. We are paying for a complimentary loaner vehicle and need it back as soon as possible too. One of your parts ordered had a backorder delay. The parts employee was able to locate the part locally to save a week of waiting! We understand and share your frustration through the warranty approval process but both of us should get our vehicles back soon. Thank you for your patience and understanding while trying to conduct business during Covid. Consumer Response /* (2000, 7, 2021/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) But Again, this all sounds nice after the fact of me bringing attention to the matter; because it was clear in the beginning that communication was poor and towards the middle timeliness was as well poor (as service employees knew a new engine was needed and yet Top Management still delayed the process by asking them to re-do additional services, etc. ultimately resulting in a new engine anyway) so time management for the customers return of vehicle at the time was not an interest obviously. To say an employee located a part locally to buy time is absurd, because it took for me to be attentive before anyone took any local action. Why even order a part out of state to begin with if you wanted to save waiting time? the part ordered locally still didn't help the overall issue; so no time was saved in that variable This whole exchange has been poor communication in the beginning but has gain some grounding and progress in the past few days or week. For that I am grateful and look forward to the results. And of course, the loaner vehicle will be returned promptly as I wouldn't need it anymore once my vehicle is completed. So mentioning that with such emphasis is irrelevant. That's common knowledge. Not only will it be returned, it will be fully gassed up and cleaned. The sooner you return my car the sooner you will receive the loaner. And for the record a complimentary vehicle should be provided to any and all customers who experience these circumstances when returning vehicles with the same problem less than 30 days without a doubt. That's just good customer service. But even if I paid for my own rental; my stance would still stand. But all is well now in the wait of patience and look forward to my car next week as promised. No problem. thank you and have a nice day!!! Examples like these can be used in future Hyundai forums, trainings, and workshops in how to distinguish fires no matter COVID or a regular day. I appreciate Hyundai and their services; especially those young men and women who stepped up to the plate with initiative and gratitude to assure accountability and effectiveness. My complaints were not exaggerated. They were substantial and well reasonable. Better Business was all I wanted and that I am now receiving.

*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. ↩