ComplaintsforKeffer Hyundai

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 8th my car was towed to Keffer Hyundai due to engine failure. (Scheduled appointment) I didnt hear back from anyone until the following Monday, after attempts to get someone on the phone. So now I was told that my car would be serviced and told that I was approved to receive a loaner vehicle until the job was completed. I was patient from the beginning , waiting on a vehicle, and was told last Monday or Tuesday (7/15 or 16) that I should be receiving one by the Friday (7/19) or the latest by Monday (7/22). It is now 3 weeks (Friday 7/26) and nothing. No follow up calls, I cant get through to any representative, even simply calling to speak to an operator. The mailbox is always full , so that doesnt help trying to leave a message. Overall, my livelihood is at a standstill. I cant work or do anything because theyre not being transparent and I have no vehicle to get around with and its unfair to keep giving me the run around. Ive been nothing but patient throughout this month, even with all the setbacks Im getting. Something needs to be done about this matter immediately.

  Business response

  07/29/2024

  Situation was handled already. We didn't have a service loaner to provide. The guest has already been made aware of the accommodations we made and indicated satisfaction,. 

  Customer response

  08/22/2024

   
  I am rejecting this response because:

   

  Im not satisfied with the service i received since picking up my vehicle on 6/29/24

  I was called that morning by the person in charge of the loaner vehicles, that I was next in line for one, which would have been available to me yet another week later (today August 6) 

  I said ok, Ill do that. By that same afternoon, i received a call from ***** , telling me that my car was ready. I was surprised just because he never updated me that an engine even came. I was told it was on back order and it wouldnt come til sometime this month. So I found it strange, but went and picked it up. 

  The car drove fine and everything. But when Tuesday morning came, the light popped on. I reached out to the dealership and got an appointment for Wednesday morning. I was there for about 2 hours. When it was done, they told me a hose was loose and they tightened it. I left, and everything was good. Friday afternoon Im driving home, and the light is back on again. Im not understanding whats going on if they checked the car again. So Saturday I went up there again, but was told to come Monday as the technician that worked on my car wasnt there until then.

  I went back yesterday and waited for about 3 hours, then was told that its now a sensor. So I feel like the car wasnt properly checked out from the beginning or at least up past the point that they put the engine into the car. Because thats a major change in the story now. I spoke to a manager about the whole situation because I think its unfair that Im being hit with a cost like that out the blue, after being told it was simply a hose issue. And she actually mentioned something about something that wasnt working concerning the diagnostics. So that makes me think, that they told me lies the first time and just cleared my dashboard and sent me on my way. On top of all this, they lost my cover for my engine. I told them and they said theyd look for it. When they were done, the stuck some random cover on to send me home with. Before I left , i opened the hood and knew instantly that it wasnt mines. I told the *** and she told me theyre going to order me a new one. They also ordered a sensor for the car, but Im not in agreement to pay. As Ive stated previously. Due to their lack of customer service /communication with me, and not having a vehicle for the month, they cost me a month with no income. I already tried to have them work with me when they suggested I got new hoses for the engine. But to come now and say I now have to spend over $700 for a sensor because they did a rush job on my car to get me out the way , is insane and unfair. I do not have any extra funds. Im still not working. I cant do anything still if Im going back and forth back to the dealer because they didnt handle it correctly. I just need them to be fair with me at this point. I think Ive suffered enough. 

   

  
  

  Business response

  08/23/2024

  The warranty repair done on the clients vehicle for engine replacement has specific guidelines per Hyundai. When an engine fails and a replacement is done we at the dealership are given approval as to what parts and labor are installed. The recall engine replacement we didnt hear doesnt include oxygen sensors which are the issue with the vehicle after the engine replacement. Hyundai Motor America doesnt cover that component as part of the recall. Our service team ask for a goodwill repair from Hyundai Motor America on the clients with success. Those parts are not available yet but will be installed when they come in to our dealership later next week. The engine cover that was an issue has been ordered as well. The client has been made aware if all that were doing to help remedy the situation. 

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 05/11/2024 we went to the dealership to purchase a used 2020 Palisade, we drove over 2hr30mins to the dealership just to get there and find out the car had literally just sold. After all the apologizing they worked up a deal to put us into a 2024 Palisade. Fast forward to the following Friday 05/17/2024 after completing the first wash on the Palisade I notice the driver side corner has overspray(paint correction) and the passenger side hood corner is bent upwards with clear damage to it. I reached out to the sales member that sold us the vehicle he informed me to reach out to my insurance company, my defense why should I if I didn't cause the damage. After that statement I reached out to the Sales Manager which was a lost cause due to the fact he was blowing me off the whole time, trying to get us not to bring the vehicle up to the dealership. Now after over a month and some change we still have not gotten anywhere with the damage or even gotten a call from the dealership for repairs to be made.Please by all means do not get sucked in by this dealership, they do not clearly value their customers or value the vehicles they sale. Coming from a Fleet Technician/Fleet Director the damage on our vehicle was clearly done in their possession or upon delivery to them. Truthfully this whole experience went from a positive to a negative quickly and would like for the damage to be repaired and addressed.

  Business response

  06/29/2024

  We have been in contact with the guest explaining that the damage that is present on the vehicle now was not present on delivery. The customer took physical delivery in person at the dealership and called us back a week+ later to talk about damage that was needs a Bodyshop to repair the car. The dealership will not be repairing damage that was caused after delivery. That is why the guest was told to call their insurance company. 

  Customer response

  06/29/2024

   
  I am rejecting this response because:
  
  Damage was present before delivery and was even agreed upon by the sales manager and sales man that the damage was over looked even on there end. The damage couldnt have even been physically caused by anything on the road or by myself. 

  Business response

  06/29/2024

  There is no sales manager or sales rep that has stated we over looked anything at all. The concern was noted 7+ days after delivery not at time of sale. The detail team who cleaned the car saw no damage. The sales rep and customer together walked around the car at delivery and there was no damage noted or seen. We will not be taking responsibility for the damage as it wasnt present on delivery. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a jeep from this dealership on or about 5/17, within 24 hours it broke down and needed repair. The battery exploded and they reluctantly towed it at their expense. Fixed it by putting a new battery in. At that time they said there was a safety recall on the engine for oil consumption. Put a tag in the window and told me to bring it back to have it looked at when I reach that mileage. Last week I took the car to **. I broke down in ********, the dashboard said service engine and the car completely shut off. I was towed to a nearby Jeep dealership that couldnt figure out the problem and said the check engine light was off. They had the car from Tuesday 6/18 to Saturday 6/22. When I arrived to ge the Jeep the check engine light was on and the service **** was closed. Sales told me as long as the light wasnt flashing I was good to drive it home. The car did shut off again on my way home. Check engine light was on again. The car did make it home and now when I call keffer Hyundai for help no one will help me they say there is nothing they can or will do except roll the car loan into a new loan. They will not even take the car In to see what might be wrong bc they will not fix it at their expense anyways. Keffer jeep also now says there is no safety recall on my car and they dont know what Im talking about. The service person at keffer Jeep actually offered me credit repair instead of car repair. He said I got played getting this car and everyone know Jeep renegades are bad cars. Too bad for me he said.

  Business response

  07/05/2024

  The Jeep store has looked over the vehicle and given diagnosis that shows nothing needs to be done. Keffer Hyundai sold this vehicle with the representation of being sold without any warranty as is. If the Jeep store did an oil consumption test or stated anything regarding a repair its not representing the Hyundai dealerships suggestions or assertions. The customer optd to not purchase an optional warranty to give further piece of mind. The Hyundai store cant perform Jeep repairs which is why we have not worked on the vehicle since the battery change. This issue and repairs are not covered by the dealership because there was no representation of a warranty offered at the time of sale. Also the Jeep store is stating nothing is to be done. There is no codes for a failure on the computer of the vehicle and there are no open recalls.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Keffer committed 4 to 6 weeks to change my Hyundai Santa Fe transmission, which is under their warranty period, but its passed 10 weeks and they cannot even confirm if the transmission was shipped from Hyundai Korea.

  Business response

  05/20/2024

  The part you're waiting for is on backorder. The dealership can't get parts that are unavailable to perform the installation of the new transmission. We apologize for the length of time you've been waiting. We would like to complete the repair as well as return your vehicle to you. The part needed is on backorder and Hyundai has no ETA. We've been in contact with the parts division at Hyundai Motor America weekly about this part. The dealership has no ability to source warranty parts other than from Hyundai. 

  Customer response

  05/21/2024

   
  I am rejecting this response because:

  It is unacceptable not having at least an ETA for the transmission, which means it could be at least another 8 weeks from today to receive a new transmission, and I do not know how long Keffer will take to get the car ready to go.

  So, I propose ****** keep our Sant Fe and give us another pre-owned Santa Fe.

  
  

  Business response

  05/21/2024

  The part is still on a national backorder. We've spoken with Hyundai ************* today and there is still no ETA for the part. Keffer Hyundai doesn't have any control on the timing or availability of parts made by Hyundai. We've expressed the frustration of the guest and ourselves but still have no ETA to provide. The guest should call Hyundai Consumer affairs and open a case with them directly. This is not a dealership issue its a manufacturer parts issue. 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been coming back and forth to Hyundai keffer these last past couple of months about inquiring selling my car back to them for something newer with low mileage.The first time I was there my credit was ran for 9 different credit because and this was done again this time not allowing me to get a car which I was going to originally do and finance the vehicle through my credit union. I expressed to ***** the sale representative at Hyundai keffer on independence in Charlotte nc that I didnt want any hard inquired on my credit that could potentially do it drastically before I went too the bank.***** asks me what my credit score was and what my interest rate my bank was giving me I proceed to tell him, he then said we might have better options depending on my credit score with the credit score I have he said we only be looking at your credit score nothing would be effecting u dramatically I said ok and I clarified he agreed.***** then proceeds to come back and I kept asking questions because the process was taking along time he then come back and let me know I was approved and I would have to pay a down payment bc of the negative equity of current vehicle for the new vehicle of 2000.I then proceed to tell him my intentions we where to put nothing down at all so he said see what your bank could do for u I went to my bank a day after and they informed me my credit score had drop tremendously making it as thought Im not able to get into that new car anymore with them and she stated what she seen on there that brought it down that low which where them running it for the 9 different bank prior I then called ***** asked for corporate and a had a attitude as he always had and hung up the phone in my face now Im not able to get a new vehicle at and have to start the whole process over and wait for the points to go back on my credit.I WENT TO THE STORE TO SPEAK TO A MANGER AND HE CAME OFF VERY AGGRESSIVE AS WELL AND HOSTILE BUT EVENTUALLY CALMED DOWN AND ASKED HIM FOR CP AS WELL AND HE SAID IT NOT GOING ANY FURTHER THAN ********** couldnt do anything else other than offer me gas for my commute back .

  Business response

  03/09/2024

  We processed a credit application to secure financing on terms agreed by the seller and buyer. The agreement is on the contingency of final bank approval. During the attempts to secure financing the lenders need to see your actual credit file to make term offers. The offer with $2,000 down was the bank not allowing the deal to proceed with out cash commitment from the guests due to the disproportionate negative equity in the attempted trade in vehicle. We advised the guest to see what their bank could offer. We dont have any influence or ability to converse with the customers personal bank to determine all the reasons for not being able to provide financing to their current client. The denial should come in the form of an adverse action letter specifically stating the terms of denial. This should help with clarity on the totality of this situation if it was provided. Our goal was just to help a client in the service facility potentially upgrade from the older vehicle to a new Hyundai. We have a signed credit application and disclosure sheet we can provide but it has sensitive information on it that the guest would not want online. If a copy is needed we would be happy to send a certified copy to BBB for proper safeguarding of none publics personal information. Keffer Hyundai is not able to remove bank inquires or change the approval ratings of the customers personal bank. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2017 Hyundai Sonata from Keffer Hyundai in February of 2023. The oil light starting coming on frequently, so I brought the car back to the Keffer Hyundai service department in May 2023. We started working through the manufacturers oil consumption testing process. I drove the car 1000 miles after a fresh oil change, as directed by Keffer Hyundai service, brought the car back and a combustion cleaning was performed. I then drove the car another ********************************************* for what I was told was the final step before submitting to Hyundai for a new engine. I was working with an employee named ****** at the time and upon bringing my car back after that 1000 miles, the Keffer ****************** had my car for 7 weeks with no contact or explanation of what was being performed on my car. I finally heard from the service manager (***) who let me know that ****** had been working on my engine under the previous owner's name because the Keffer ************** put in a request with the manufacturer for a new engine in October 2022 with the previous owner. I was now having the same engine issue as the previous owner and the car was sold to me with no mention of a previous engine problem. *** assured me that he would get it handled with the manufacturer as this was a mistake on the part of Keffer Hyundai. ***** driving 1000 more miles, I was informed *** had left the shop and that there was no record keeping of the service that had already been done on my vehicle from May23 until Dec23. Keffer Hyundai performed another combustion cleaning and I was directed to drive another 1000 miles. ***** going through this step for the 3rd time I was informed this week that Hyundai had denied the request for a new engine due to having high mileage and that the only way to fix the oil consumption problem is with a new engine. I have been attempting to get in contact with the general manager and service manager for 3 weeks and have not been given a call back.

  Business response

  02/28/2024

  We have been working with the guest on a solution. The warranty on the vehicle from Hyundai Motor America was expired when the vehicle was purchased from Keffer Hyundai. The guest was sold the vehicle with no implied warranty as the vehicle had over ******* miles on it when purchased. The guest opt'd to decline the optional vehicle service contract when purchasing the vehicle and understood that the vehicle was being sold "AS-IS" with no warranty. We have attempted to get goodwill coverage from Hyundai Motor America on behalf of the guest. Hyundai has declined the goodwill because the guest bought the vehicle outside of the warranty coverage period. We have offered the guest solutions that included goodwill adjustments of 50% on the repair costs or a trade in bonus to select a new car at the dealership. We are actively working through a solution for the guest.  

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a signed contract that states this dealership is suppose to provide a second key to my car and I have been trying to contact them and they keep saying they are out of stock and they refuse to call me back about this problem. I have tried to go through the salesman **** and have spoken to the Sales Manager **** and neither have taken care of this problem.

  Customer response

  02/20/2024

  address below to Keffer Hyundai provided verbally by consumer

   

  9010 E Independence Blvd
  ******** ** 28105

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

   

  Business response

  02/20/2024

  This vehicle was sold AS-IS when it was represented to the customer. The vehicle had ******* miles on it at the time of sale and was not represented with a warranty. Hyundai Motor America declined the out of warranty goodwill request. The dealership has no control over Hyundai Motor decision making but what we did do was attempt to get the repair done under goodwill by using the oil consumption test route. Hyundai has declined the repair and Keffer Hyundai offered an extended service contract to the guest when the bought the car but it was declined. 

  Customer response

  02/23/2024

   
  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. 

   

  Hi my name is ***************************** ,

   I did receive the key from dealership.  The issue we had was resolved.  Thanks for your help.  **********;appreciate it.

   

   

  
  

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought our Hyundai palisade 2022 from ***** Hyundai late 2021. September 2023 the Air conditioning stopped working. October 12th 2023 we booked an appointment with Keffer Hyundairegarding the issue (confirmation code X067M47K87). We were told the earliest appointment available was Monday December 18th at 8:00am.When we brought the car to Keffer Hyundai the monday morning, we were told it would be 24 to 72 hours before "diagnosis would be done". when we said we need the car wednesday evening we were told "we probably wouldn't even look at it by then".We were not offered any alternative to just leaving our car sitting in their parking lot for multiple days. no rental, no reschedule.This is not honoring an appointment. we had to book this appointment over 2 months in advance and we were expected to leave our car at their facility for 3 days waiting for it to be looked at. I fear this is purposefully setting unreasonable conditions so we cannot utilize our warranty.We had to wait over 2 months for our appointment, and when we got to our appointment, we were basically told we had to leave our car for 3 days without any alternative while it just sat in their parking lot. This in incredibly frustrating and disappointing.

  Business response

  12/21/2023

  We apologize it takes sometime to perform the diagnosis. We have reached out and scheduled service for December 27th for the guests evaluation. 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I recently purchased a **** Hyundai SUV and the tint has began to peel off of the windows. I would prefer the tint wasnt included as it is a new model vehicle. I have purchased several vehicles and I never had this issue previously with a vehicles tint.

  Business response

  11/11/2023

  We have already set an appointment to have the tint fixed on Thursday guests vehicle. We had not heard of the complaint until this BBB compliant. Issue is addressed at this point. 

• Initial Complaint

  10/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a full service completed on my car in August, so I thought. I started smelling a burning smell from my car in October. I took my car to another repair shop due to Keffer Hyundai not having any appointments. I was advised there was no oil in my car, completely dried out. I'm not understanding how when my car didn't have any leaks and I recently had an oil change at Keffer Hyundai.

  Business response

  10/27/2023

  This vehicle is in our service department being evaluated today. There is no way that if oil wasnt put in the vehicle on the appointment in August that it would have made it down the street nevermind 2 months. We potentially have an oil consumption issue which is a recall on this engine that we will be testing for today. 

  Customer response

  10/27/2023

   
  I am rejecting this response because:

  Youre absolutely correct I would not have been able to drive off the lot. I was able to drive off because there was oil from the previous oil change. I receive an oil change every 3,000-5,000 miles. So there wouldve been oil left over from my previous oil change. I come to you all for all of my car repairs. In August there was over $3,000 worth of repairs being  completed which shouldve included an oil change that I requested. The oil change couldve been over looked and not completed by the tech but theres no way an oil change was completed. Theres no leaks with my vehicle and my engine does not have a recall. I checked that when I was informed of Hyundais recalls. Im well aware that accidents happen but what frustrates me is the lack of customer service and or communication. I have yet to hear anything about my car. Its an inconvience to me when its not my fault. Im missing work, paying money for tows, and transportation. I was even offered a loaner car for the inconvenience .

  Business response

  11/11/2023

  The response given for service provided hasnt changed the position on this matter. We are working with the guest through a warranty claim at the moment. 

  Customer response

  11/14/2023

   
  I am rejecting this response because:
  I am unaware of a warranty claim, due to no communication, thank you! 

  Business response

  11/15/2023

  There is no longer any issues we are working on. The car was returned 10/30 with no issues existing. The dealership cant do anything further 

*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. ↩