ComplaintsforKeffer Hyundai

• 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 

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2014 Hyundai Elantra with a mileage amount of ******* on June 7, 2022 for $13,435. at Keffer Hyundai in Charlotte, NC. There was a ticking noise that was explained to be as the vehicle sat on the lot for a little while and with usage the ticking will go away. The ticking never fully went away, so I brought it in to ************** Brothers in December. They said there was an engine issue. My local Hyundai dealership (Modern Hyundai) had me tow my car there to do a diagnostic. They confirmed the engine issue and said it needs replacing and quoted $6-7 thousand dollars. They also informed me since I am not the original owner, this will not be covered. Also since I bought it after ******* miles, there was no warranty. I purchased this car from a Hyundai dealership believing that they wouldn't sell a severely defective car. There are many claims of engine issues and recalls, for original owners only. An unfunctional engine prohibits usage and only qualifies as an expensive paperweight. The CarFax report has no mention of engine issues, and Keffer misrepresented the car's condition. None of my paperwork says as is, but one of their copies has that written, suspicious!I then bought an outside warranty and then was denied my claim as well. I did replace the battery which seemed to help but not for long because the engine was still dysfunctional. I just returned my license plate and cancelled my insurance because this car cannot be driven.I'm seeking either of the following:-Replace the engine with a newer one, or new one -Credit my purchase towards another vehicle -Refund the total amount I paid

  Business response

  09/29/2023

  We are sorry that you are having issues with the vehicle that you bought from us 1 1/2 years ago. Since we haven't been involved in the diagnosis of the car (Christian ******* and Modern Hyundai) we are not able to assist in a repair solution. Hyundai does have an engine recall on the vehicle that should cover any guest as it is a national recall. Keffer Hyundai has no ability to help on this claim at all. The guest will need to open a consumer affairs case with Hyundai Motor America and explain what has occurred at Modern Hyundai. 

  Customer response

  10/02/2023

   
  I am rejecting this response because:

  I did file with ****** at
  National Consumer Affairs
  ************** xX65436
  Hyundai Motor America
  case #********

  They rejected my claim. Dealership wont work with me.

  Currently, your vehicle is no longer under warranty. However, you can work with the dealer to negotiate the cost of repairs or explore other options as discussed during our call.

  
  

  Business response

  10/03/2023

  The dealership has offered to do the work at a discounted rate on parts as well as labor. We cant do anything more about the decision Hyundai Motors America has made regarding their warranty policy as we are just the administrator. The offer is 15% off parts and labor. 

  Customer response

  10/04/2023

   
  I am rejecting this response because:Hyundai motor corp has stated that this is a known recall.
  
  

  Business response

  10/05/2023

  This issue is with Hyundai motor america not with Keffer Hyundai unfortunately. We are not able to make warranty decisions or approval. The dealership would be happy to help with Hyundais approval. 

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A 2020 Rouge was purchased from Keffer Hyundai ******** on Independence Blvd. The purchasing process was great. There was smoke smell in the vehicle that the sales consultant advised can be removed. After weeks of attempting to get this resolved, ozoning the vehicle ourselves it still would not come out. The consultant had the vehicle ozoned for about 2hrs period. Still nothing worked. The owner has asthma and daughter is starting to get sick. The owner brought the vehicle back in and advised this to the consultant to find another option. They advised they would a do commercial Ozone that takes 4-6 hrs and could not provide a loaner to get to work in the mean time. I ( owners family member) expressed frustration with the entire process as there was no sense of urgency. I was very passionate and advised my dissatisfaction with the process. The consultant and the general manager advised they will not assist as the consultant felt I was rude and belittled the consultant. They returned the keys and stated they will no longer will assist. They showed poor handling of a dissatisfied customer. No profanity used in anyway, pure frustration. Instead of rectifying the situation, empathizing with the customers family, they put their emotions in it and got rid of the customer. I have ***** of experience in the dealership industry and Ive never seen customer service handled in this way. This vehicle is great, however, the smoke smell is a detriment to everyones health. This process was in no way a seamless process, no sense of urgency and absolutely no empathy. This dealership needs to handle this accordingly.

  Customer response

  09/22/2023

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

  Business response

  09/26/2023

   Customer test drove vehicle the morning of 08/26/2023

   Customer came back later that day to purchase car after deciding to move forward

   08/27/2023 Customer texted to see if we could do an  treatment to remove the smoke smell from the vehicle the day after purchasing.

  we told the customer we could have our detail department attempt.
  Customer agreed to bring car in on morning of 08/31/2023 and texted back later that morning unable to bring the car in on the agreed upon time so that we could finish the treatment in a single day.
  Customer then missed second appointment to ozone the vehicle on 09/03/2023 Labor Day. Customer said we miscommunicated with him that day and didn't confirm.
  09/04/2023 customer brought the vehicle in and the ozone treatment was completed.
  09/21/2023 the customer asked if we could complete additional treatment and shampoo the interior of the vehicle because the smoke smell had come back.
  Friday 09/23/2023 Customer came back up to the dealership. I discussed with him that I could have the interior of the car detailed again and use a commercial grade Ozone machine i could borrow as a favor from another store in order to assist with the smoke smell. We told the customer we could not provide a loaner and that we could schedule the week of 09/25/2023 to have him drop it off and provide the service. moments after this conversation the customers sister called our salesperson multiple times on his cell phone in front of me, when he answered she screamed at him, cut him off in explaining the situation,and demanded we give him a car to drive and money back stating that she worked at carmax for years and that giving him money back is the solution.
  When I spoke to the customer about his sister calling and yelling at our salesperson his response was "okay"

  We are willing to provide a check for $100 to the guest so that they can seek additional detailing services elsewhere. 

  Customer response

  09/27/2023

   
  I am rejecting this response because:
  
  My sister called Yaz twice. She didnt yell and spoke with frustration as this is a customer service issue. I only stated okay when *** gave me my keys back as I was frustrated on how you handled the entire situation. You took the call personal and you advised she belittled you simply because she has extensive experience in the industry, and she provided you feedback. You took the frustrated tone, took it personal in your professional setting and told me to leave. You missed the point of the entire call and interaction. Keffer Hyundai showed no empathy in this situation as I was telling them it was affecting my 6yrs old daughter and I with all that smoke smell. You all kept telling me over and over dont worry about ************** take care of before I purchased the vehicle. I trusted you all but clearly you just wanted to sell the car.  I have text messages of *** stating the1st time of the ozone was suppose take 6hrs but only after 2 I was called to pick it up. Also of *** advising he would lower the price due to the smell which never happened. Then I came in Friday as I was not getting any type of effective response. Then *** stated you all would do a 6hr ozone. It was like pulling teeth to get assisting after purchasing this vehicle. When I was interested in the car, you all were calling and texting like crazy, but theres an issue no urgency. This is my first experience in a dealership in years  and it was a terrible customer service. Getting that smell out will not cost $100 at all. 

  Business response

  09/27/2023

  Keffer Hyundai will not be performing any additional work beyond what was done. The final offer we have it the $100 check for the customer to use getting the cleaning done at another location.

  Customer response

  10/01/2023

   
  I am rejecting this response because: Keffer initially offered to take the car off site for a service that totaled 6 hrs. The day of the appointment I received a call within 2hrs after dropping off the vehicle. Unfortunately, the bare minimum was done and the car was not thoroughly cleaned or any attempt to assist with the cigarette smell was not done. We did not ask for any money we just asked that Keffer come up with a solution for the problem. Unfortunately, the amount Keffer is offering does not reflect the cost of a full detail A service Keffer agreed to provide yet I am now seeking on my own. 
  
  

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Service date 9-12-23. Coupon stated service would be for $59.95. Charged an additional $4.47 for Shop Supplies (See invoice). Coupon did not state any addition fees. Original coupon taken by Keffer Hyundai at time of service. I possess the coupon book, from which the used coupon originated. None of the other coupons have shop fees as an additional cost. I attempted to rectify the situation with Keffer Hyundai for 5 days. On 9-19-23, Keffer stated they would not honor their coupon price and refund the additional amount charged. Phone records will show multiple calls to Keffer Hyundai from 9-13-23 to 9-19-23. I believe this is false advertising and seek a refund of $4.47 + any taxes applied to that amount.

  Business response

  09/22/2023

  We regret that this matter was not previously resolved to the customers satisfaction. As an accommodation to this customer I have authorized a refund in the amount requested. We will be mailing him a check on Monday.

  Customer response

  09/30/2023

   
  I am rejecting this response because:  Dealership claimed that refund check would be mailed on Monday Sept, 25, 2023.  It is Saturday September 30 - the refund has not been received.  $4.47 + any applicable taxes was the amount agreed to by Keffer Hyundai.
  
  

  Business response

  10/03/2023

  Good Morning,

  A check was issued on September 25th in response to the request for refund, check number ****** for $4.47.

  The check was issued to an incorrect Street Address (**** 12th Fariway Dr. ** versus **** 12th Fairway Dr. **) and shows as outstanding. 

  This check was voided and reissued on October 2nd, replacement check number ******. This was sent via *** with Tracking Number 1Z832R6V0198652278.

  This should resolve the matter.

   

  Customer response

  10/03/2023

   
  I am rejecting this response because:
  Check received in the amount of $4.47 (Check #******).  Tax applied to this amount was not included. This was stipulated in the original complaint that refund should include shop fees + any taxes applied to the amount of $4.47.  Tax on $4.47 is $0.31, given 7% sales tax.  Refund check should be in the amount $4.78.

  Business response

  10/05/2023

  The customer has already been reimbursed. The check was received already. 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I believe that this complaint is going to be too long for this form, but Ill do my best to make it brief. I purchased a brand new Hyundai Ioniq 6 from this dealership. It has had many defective problems since I Purchased in April. I took it in August 1, and they had to replace a sensor, a camera, re-calibrate a sensor that caused damage to my rim, which they still have not repaired the rim, and had to do a software update on the car charging system. This car is all electric and they had the car for two full weeks. I was paying a car payment for my car while driving a car that was not even close comparison wise to mine, and it took gas, so it was an extra expense. They were not apologetic about the situation, and I had to reach out many times to get updates because they were not communicating enough. I also had to tell them I needed the car back by a certain date because it had already been two full weeks and I had vet appointments for dogs at a specialist that could not be rescheduled and I stated that I would not be paying the pet fee for the rental car. If it was not done I got the car home the day before and took it home and two weeks later , it overheated so badly while charging that I felt uncomfortable having it at home charging and had to leave the garage door open overnight so that it could cool down. The next morning the diagnostic error popped up saying that the charging could not be completed and that it needed to go to the dealership ASAP. They asked me to have it towed because of this particular issue being hazardous and I said I need a loaner. They have been non-communicative and unapologetic. Theyre now telling me that the batteries in the car need to be replaced and I no longer feel that this car is safe based on all of these issues. They have now had my car at the shop for almost a full month in the last month and a half between the two visits and now I cannot get in touch with them.

  Business response

  09/18/2023

  The dealership is following the repair guidelines and procedures set forth by Hyundai Motor America. We are not able to make decisions regarding new car returns or refunds as per the Lemon Law guidelines. Hyundai is sending a field rep out to the store on October 11th. We are not able to provide any further information until after that visit. The customer has been provided a loaner car which is all the dealership has the ability to help with at the moment. 

  Customer response

  09/19/2023

   
  I am rejecting this response because:
  This was not a response to resolve anything. This has been going on for over a month and a half now and my car has been there for a total of 32 days since August 1st. The dealership has been avoiding contact with Hyundai corporate per my case manager, *****. I was told by sales manager, *****, that a buy back option was available and that he would help coordinate with the service department to begin that process, which I have yet to hear back after reaching out many times. I have had no communication about my car or this in over two weeks and this is the first I have been told anything about a field manager or anything else. the case has been escalated with a Hyundai, but the dealership has been avoiding contact with them. This is not an appropriate response and this conflict is being handled completely unprofessionally and inappropriately by not being handled at all. 

  Business response

  09/19/2023

  We don't make any decisions about buy backs on new cars. The Lemon Law policy is between the consumer and the manufacturer. We as a dealer are only allowed to perform warranty repairs under the procedures and guidelines given by Hyundai Motor America. We have been in contact with HMA which is how we disclosed to the guest the October 11th date of arrival for the field technician to diagnose the battery. The work done by Hyundai will tell us how to proceed and will determine the guests options under the federal lemon law policy. The dealership can't provide anything more than a loaner car at this point. The challenges associated with the use or cost limitations of the loaner car would also be conversation for the guest to have with Hyundai Motor America case manager as any reimbursement or goodwill would be at the discretion of Hyundai Motor America not Keffer Hyundai. 

• Initial Complaint

  08/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased used vehicle from keffer hyundai 7/13/2023. O reviewed paperwork and carfax for any disclosed issues. There were none. I asked my sales person ***** if there were any issues not listed and she responded "no" 8/10/2023 vehicle is taken into local mechanic for a routine oil change when severe rust damage is discovered. I immediately attempt to contact the dealership to remedy the issue. The dealership will not answer calls nor return them. Seeking to return unsafe vehicle for total refund including down payment $15,247.83

  Business response

  08/13/2023

  The rust shown in these photos are not in anyway abnormal for a vehicle that was owned and operated for more than half of its life in northern states as disclosed on the carfax signed by the customer before buying the vehicle. Before we sell the vehicle we put in through an evaluation process to ensure it passes ******************** Inspection which includes safety inspection. These rust spots do not fail the vehicle from being sold in **. The carfax shows that on 1/27/23 this vehicle had passed another ******************** inspection before being traded in to our store and being resold. The guest was shown the Carfax history report indicating ownership in Northern states and had no issue nor did they seek an independent inspection known as a (PPI) or Pre-purchase inspection before finalizing the deal. We indicated that the vehicle was being sold in AS-IS status and again had the guest sign the disclosure before buying the vehicle. Our position is that the vehicle is not unsafe to drive, passes ** state inspection and therefore the sale is final and no return is available. If the guest would like to trade the vehicle in to our dealership and select another vehicle to trade this one for we will work with them in an effort to accomplish it. 

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the *** insurance plan with my car. The car was paid off alomost 2 years early. I called the dealership to request a refund of the balance of my *** premium, was told it would be 4-6 weeks that was May 17, 2023. I heard nothing at all. I reahed back out June 14, 2023. Still nothing. I called July 1, 2023, requested a call back. Still nothing. I would like to have the balance refunded back to me ASAP. The car was paid off April 2023, final pamen was due December ****.

  Business response

  07/19/2023

  The customer has already received the cancelation check as it was sent 7/12

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,My name is ************************************, and I am not a happy customer. First let me start off by saying my car was brought to your service department on May 30th, 2023. ***** sent me an appointment for June 14, 2023. Yes, it is part of the stolen car issue. My car has not been looked at yet, and ***** cannot even give me an estimate on when it will be looked at. Why make appointments if you're not going to adhere to the appointment date? Now on June 24th, 2023, I went to Hyundai to get answers as well as to check on my vehicle and found that my vehicle was not secure. I literally could have driven my car off the lot. Where is the safety? I could have left it at my house, and waited for Hyundai to call and say they are available to fix it. No one has taped the back window so now my vehicle has water damage, and mold growing on the back passenger floor (pictures attached). This is very unacceptable and disheartening the lack of customer service, the lack of regard to your customer's needs. The whole situation is an inconvenience, and Hyundai should be trying to better help myself, as well as the other people in this current situation. Whether this is an insurance matter, or out of pocket matter all customer should be treated equally the same. I hope to hear from you in a timely manner to help better resolve this issue. This is the email I sent to the service manager on June 24,2023. My vehicle initially being at the Hyundai dealership is due to the mass car thefts. I have not heard back from them.

  Business response

  06/29/2023

  The vehicle was towed in to us as a Theft recovery. We put in the work schedule for the earliest available day for evaluation. We contacted the customer to ensure the insurance company that would be paying for the car was scheduled to come out and do an initial evaluation of damage. The insurance company used in this case has the customer cover 100% of the cost of the repairs and then the customer submits for reimbursement from their insurance company. This is a very abnormal process because if the insurance doesn't want to reimburse the amount of the repair the customer is left in the middle. Normally insurance comes out writes and estimate authorizes us (the dealership) to start the repair. We then start and any issues not covered in the initial assessment by the insurance adjuster we file for a supplemental claim and the insurance sends out new forms of payment. The way just described doesn't have the customer hoping to get reimbursed or authorizing repairs that the insurance wouldn't cover. The vehicle had a window broken and until the insurance company evaluates a car we don't touch it at all because it s part of an insurance claim. The claim normally includes repairing water damage as well because the windows are generally broken in the process of the theft. We have spoken with the customer and given her a better way of navigating this issue with her insurance. 

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the second time I am having an issue with this dealership. I have tried several times to cancel the warranty that was purchased because I still had to pay out of pocket and was not able to use the warranty as intended. Have not received any contact from when I left messages and calls that were made in March if this year. I called the warranty myself and they stated the dealership would have to contact me and issue an refund and paperwork of ended warranty service. It is basically June and I havent received the paperwork, my vehicle finance contract has not been update and I havent received an refund from the unused warranty. I have waited patiently and be understanding, I just want these issues resolved.

  Business response

  05/31/2023

  The customer cancelled their service contract with ******** Financial directly not at the dealership. We have no cancelation paperwork and have attempted to reach out to the customer on the number provided. Our office manager *************************** has left contact information on the voicemail for the customer to call ** back. We have to send the cancelation check to the finance source not provide a refund to the guest as the service contract was part of the finance contract signed between the guest and **** financial.  

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a car here in December 2022 it was not the car I wanted so I end up trading it in February 2023 I called to cancel my warranty on the first car at this dealership and a worker name ****** ensured me that due to cancelling within this time I would be reimbursed for this warranty here it is almost June this dealership is unresponsive to emails ,calls and voicemails I no longer live in the state so I cant get any in person service however they are holding my money and not responding the corporate office for Hyundai cant help me even when I open a case due to this being a privately owned location which is ultimately a corporation under the Hyundai brand making no sense my frustration is not only paying me money owed but also unresponsive no accountability and no assistance from the entire Hyundai brand they have until June 30th 2023 before I get my lawyer involved for a civil suit against them for the money owed.

  Business response

  06/03/2023

  Our office staff has already been in contact with the customer and rectified the issue. 

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