ComplaintsforKeith Hawthorne Hyundai

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/27/23, I brought my Santa Fe (2014) in for a routine oil change and was informed the break pads needed to be changed. I told the service manager, ******, that I was fine with replacing the break pads, but that the engine light was on as well, and that we had been burning a lot of oil, which was unusual. He advised me that we could run a check on the oil and I would need to bring the car back in 1k miles--I agreed.After paying over $700 for break pads, and being told my car was fine, I drove to the mountains with my children. Car seemed okay. On 1/8/24 (12 days later) I nearly died in the middle of an intersection when my car COMPLETELY STOPPED WORKING. I couldn't steer, the power was completely off, and only by a miracle did I manage to get the car into a safe place, where I had it towed to Keith Hawthorne Hyundai. 1/19/24 I finally heard from ****** that the engine was dead, due to carbon buildup (which has never been mentioned before, in all 9 years of owning this vehicle) and that the engine is beyond repair. I asked for options and ****** said that we can scrap the car (they would pay $500 for it, less than the price of the new break pads) or we could replace the now-obsolete engine with a similar one, with 90K miles on it, for $14k. Apparently the carbon buildup is a common issue with Hyundai engines, but no one EVER said anything to us. This dealership has done all the oil changes and maintenance for years.I've never written a complaint before, but the way the dealership handled this traumatic and extremely expensive emergency--from the long wait time, to the lack of customer service, to the refusal to help in any way when this feels like a terrible situation that could have been prevented with better communication--and I'm sick over it. We thought highly of this dealership, but now I'm not sure if I want to ever return. They let us down. No one ever mentioned the carbon buildup issue, and now we have a huge financial problem and no help.

  Business response

  02/05/2024

  Good Morning,
      We have spoken to our service manager about this customer and he states that the carbon buildup is an issue with the 4 cyclinder engines and the customer has a V6 3.3 that is not affected by this recall. We have not torn down the engine to find the exact cause for her engine failure but it is likely due to low oil pressure.According to ****** the customer has only had 17 oil changes in the life of the engine and it should have had ***** in that time frame. We are submitting a Prior Approval with Hyundai to see if they will offer any Goodwill towards the replacement of a new engine and are still waiting to hear back. As soon as we hear back from Hyundai we can figure out the next step to helping the customer.

  Customer response

  02/06/2024

   
  I am rejecting this response because:
  

  I appreciate contacting Hyundai for a prior approval to replace the engine. Sincerely, Thank you.
  We began utilizing Keith Hawthorne Hyundai after completing 12 oil changes in *******, where we lived and purchased the vehicle originally. So I'm assuming the Carfax report is for the 17 oil changes we've had done at the dealership. That brings the total to 29.
  
  I brought the car in 12/27/23 and told ****** that the car had been acting funny, and that I think the oil is burning fast or that something else strange is going on. He said they found nothing, and like I said previously, we agreed to bring the car back after ***** miles to check the oil levels. I didn't even make it 100 miles before the car completely died--12 days later. I have an issue with the level of service conducted--it is incomprehensible to me that I was assured the car was fine and then it dies within two weeks. I have an issue with the fact that I told them I thought there was a problem and they--experts on this vehicle--assured me that nothing was wrong. I do not know a lot about cars, but I pay Keith Hawthorne Hyundai for THEIR expertise. And now my car is unusable. It's impacting my ability to work. I am just so incredibly unhappy with the length of time this is taking to resolve, and the inability for anyone at the dealership to call us back--we've left multiple voice messages and notes for *************************** (who did call me 1/30 and has not returned any of our messages thus far). 
  
  
  

  
  

  Business response

  02/13/2024

  We here at Keith Hawthorne Hyundai have communicated with the manufacture in trying to assist ***************** on a resolution for this situation. We want to communicate with her on what we have resolved. We have called and left three messages with the customer, last being 02/13/2024 at 1:18 pm. We just want to talk to her on the phone. We need to schedule a call that's good for her so we can talk to get this to a resolution. Just let us know a good *************. Thank you so much. 

  Customer response

  02/18/2024

   
  I am rejecting this response because:
  

  We appreciate the dealership contacting Hyundai. 
  
  Both me and my husband have called ***************************** multiple times over the last couple weeks. I have left voice messages and notes with a receptionist at two dealerships (Keith Hawthorne Hyundai in ****** and Keith Hawthorne **** in Belmont) and have asked him to text me if he cannot get ahold of me by phone due to my busy work schedule. I left my email on a voicemail and with a receptionist to coordinate a time to call so we don't keep missing each other. I can provide dates and times for seven attempts to make contact in the last week and a half and we've received no response. I will attempt to call tomorrow (2/19/24). I don't understand how we cannot get this settled.

  
  

  Business response

  02/20/2024

  Hello,

      ****************** has tried to call the customer on four different occasions and had not received a message back until today. The customer was able to contact ****************** via email today and they have scheduled a time to speak at 2:30 pm on February 20, 2024.  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My engine failed, which I think theres a lawsuit about that right now, I was told by the mechanic at Keith Hawthorne Hyundai in ******** ** that he could repair the car for $400. He charged me $6100. They lied to me time and time again. Had my car for over a month. Told me they would reimburse my expense of a rental car that cost me $2000. I e emailed, called and nothing has happened. I know theres a lawsuit about the engines so Im not sure why they even charged me to fix it, but to lie to me and tell me $400 then charge me $6100. They also kept my car for over a month. First they said a week. Then two weeks. They ended up having it for a month and a few days. I need something done. At least reimbursement for the rental. I e sent them what they said they needed and all I get is the run around. My case number with them is ********

  Business response

  01/09/2024

  Hello,

  After speaking with the Service Manager we found that the customer did not have engine failure. She came in due to her check engine light being on which was on because the thermostat sensor failed. That was replaced along with axles, a new battery, four new tires, an alignment, replaced the serpentine belt, complete coolant flush, the valve cover gaskets were replaced,performed recall 210 at no charge, replaced spark plugs and Hyundais top engine clean due to low oil in the vehicle.

  
  There is a lawsuit with Hyundai engines due to rod bearing failure but the customer does not have that issue.

  
  We also put the customer in a loaner vehicle for two weeks with no charge on October 31 through November 15 ********************* on the axles to come in.
  All work done on the vehicle was approved by the customer and I have included the work order that she signed off on that approves the work.  I have also included a copy of the lease agreement that shows she was in a loaner car for two weeks.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased our 2012 Tucson new from Keith Hawthorn and was promised the Keith Hawthorn lifetime warranty as long as we owned the car. Several years ago during the pandemic I contacted Keith ********************* about Hyundai recalls for our vehicle and there were always obstacles with scheduling, parts availability, etc.. Now Keith Hawthorn is telling me that the service campaigns are closed and they will not honor the repairs needed. We bought our car new from Keith Hawthorn and trusted that their warranty along with Hyundai warranty would be backed. Now all they want to do is have a sales person call me and try to sell me a new car! I also inquired about the fuel incentive rebate program for our vehicle which we chose to take the per mile rebate rather than a one time payment and Keith Hawthorn has indicated that that program is no longer active!

  Business response

  08/10/2023

  I have contacted ************ and left him a message to call me back, so we can figure out the disconnect. 

  Customer response

  08/10/2023

   
  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. Unfortunately my day did not allow me time to return a call to Keith Hawthorn. ****** in the service department helped me addressing recalls and identifying that the prior recalls were addressed. Additionally ****** advised that he updated the mileage for our vehicle as needed for the fuel incentive rebate program from Hyundai Motor ***. I wish that I could have spoken with ****** to start rather than the first two interactions where I was given inaccurate information. 
  Thank You
  
  Thank you. 
  

• Initial Complaint

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I dropped my 2016 Hyundai Sonata off at Keith Hawthorne Hyundai because it was throwing a P1326 code every 100 miles. Car was also throwing converter codes every 25 miles. They diagnosed the catalytic converter needing to be changed and the downstream O2 sensor needing to be replaced. The catalytic converter would be covered by the downstream O2 sensor would not be covered, the only reason the downstream O2 sensor failed was because the catalytic converter failed. I replaced both O2 sensors a month ago. This same vehicle Keith Hawthorne had for over 3 months in the fall/winter of 2020 because it was using 4 quarts of oil in a a week to two weeks time with no evidence at least divulged to me as to where the oil was going with no leaks or blue smoke. Chances are the oil went right down thru the catalytic converter causing it fail now five to six months after getting the vehicle back, which would cause the downstream O2 sensor to fail, so the downstream O2 sensor should be covered r

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/09/20) */ This has been directly handled with the customer Consumer Response /* (2000, 7, 2021/09/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) They refunded the cost of the O2 sensor and installation, which was in my opinion completely fair way to resolve the dispute.

• Initial Complaint

  09/06/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On X-XX-XX I went to Keith Hawthorne Hyundai of ********* I went in with the intent to purchase a 2014 Honda CRV that had XXXXX miles on it. When I went to purchase the vehicle, the salesman, Dalton showed me a paper that had 19,641 for the price of the vehicle. My wife pulled the same vehicle up on her phone and showed Dalton the price was 16,641. He said he would get it fixed, walked in the main office, came out and said "they fixed it and you have a 350 payment, you're all set." We went to do paperwork with Christian, the finance manager and we were so rushed through the signing process that he stopped us on our way out for proof of address. Dalton called us the next day to come back and sign another form that Christian forgot. When we got the bank statement on 9-4-21 in we saw that the vehicle price was not fixed and sold to us for 19,641 instead of the internet and agreed upon price. When contacting the dealership they stated they would not look into what happened since we signed.

  Business response

  09/16/2021

  Business Response /* (1000, 5, 2021/09/09) */ Hello, We at Keith Hawthorne Hyundai strive to make sure that all of our customers are happy before they leave but unfortunately are unable to accomplish that 100% of the time. I have attached a print out from our website provider that shows all the changes in price to the 2014 Honda CRV and the last change was done on August 26th for $18,641. This vehicle was never offered for $16,641. I've also attached the print out the customer signed agreeing to this price and the $350.00 payment. After he signed this with Dalton he proceeded into the Finance office where he signed a purchase agreement stating the same price that Dalton previously informed him of. I have also attached that for your review. While we hate to hear that he is upset with his purchase there were several times he was informed of the price of the vehicle along with the monthly payment and he signed agreeing to them all. Consumer Response /* (3000, 7, 2021/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I initialed beside a 350 payment under the pretense that the purchase price was going to be fixed as shown to Dalton from the website and discussed. He went into the office, stated it was fixed and then we went into the finance office where we were rushed to sign (see the time stamps on the documents signed with seconds between signatures). The finance manager auto moved the forms to the signature on the docupad where many forms were not seen. That is why I called immediately after becoming aware of the purchase price. The price that the dealership is now claiming is still $1,000 lower than what we paid for the vehicle and still not the price that was agreed on. I would not have paid more than asking price for the vehicle. I was not aware that the numbers were not fixed as shown and discussed.

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