ComplaintsforAutofair Hyundai

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a used 2023 palisade on December 26th 2023. I asked about damage or accident reports they said it had none. They lied. They put a STATE INSPECTION on the 26th I was back on the 27th with a issue with the tire losing air this went on for 4 days before I went to a tire shop paid to have someone else look at it afte them tell me they took it off and dunked it and said their was no leak there was a leak cuz they put a plug in the tire in correctly before selling me the vehicle they out two different windshield wipers on and also the headlights were pointed at the ground the day they sold me the vehical cuz I almost got into accident cuz I couldn't see. They didn't even do a proper inspection cuz these are ALL things you would notice. Then I tried to get my car I traded in back cuz of all the lies and red flags and they said that wasn't a thing in NH. Which I waa told a month later if I would have asked a GM their they could have made that happen in the first 7 days. I asked in the first 4 days of all these issues. I paid a little over 38xxx with my car as a trade and I got stuck in a car that they lied to get me in and sold to me unsafe. And all I asked was to just take it back, or compensate me for the time and aggravation of me having to miss work and leave early to fill my tire and go there for almost a week straight for a tire issue that I should have never had in the first place along with headlight issues.! Autofair Hyundai really needs to make this right.

  Business response

  03/15/2024

  Our dealership does not have a return policy. We cannot refund the customers purchase, but we did replace the tire and wiper blades on January 9th at no cost to the customer.I have included a copy of the Repair order from that visit.

  Additionally, if the customer would like us to inspect the headlights, we would be happy to schedule a visit for that.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2020 Hyundai Tucson in December of 2020 under warranty had transmission replaced in 2023 with 59k on it vehicle is still running poorly.

  Business response

  02/03/2024

  Note to BBB - Our General Manager has reviewed complaint #******** and our Management Team has issued the following reply to the Consumer.

  ********, we are very sorry to hear that you are experiencing problems with your 2020 Hyundai Tucson. As a dealership, we partner with Hyundai Motor America for both the Sale and Servicing of Hyundai vehicles. Within this relationship, we rely upon the Manufacturer’s protocols and procedures when it comes to repairing a vehicle that is underneath the Manufacturer’s warranty period. Any repairs performed under the Warranty period are pre-authorized and directed by the Manufacturer. In certain instances, there will be a specific order to which items are addressed first, before subsequently making a larger repair. We apologize if at any point you felt brushed off regarding your concerns about the vehicle.

  Loaner car availability has been limited in the recent past and unfortunately, a 3-week wait time is not uncommon. A loaner vehicle fleet is a relatively new program for Hyundai Motor America, and the dealership is still working to maintain and inventory that will adequately match the current needs of our owner base. It appears at this time you have still been driving the 2020 vehicle. We believe our Service Team has reached out about getting the vehicle back in for a couple of hours so that we can gather more information to send to Hyundai Motor America to determine the next repair steps.

  We are willing to work with you regarding your concerns about the vehicle, however we are unsure specifically what you are asking for within your complaint. Could you please clarify if there is a specific request you are making of the dealership? Was the complaint opened to see if you would be able to receive a loaner car sooner than the 3-week wait time?

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from this location of Autofair Automotive Group for $24,000 on 10/13/2023. Within 5 days of picking up the vehicle I found thousands of dollars worth of damage and called them to return it per the Autofair Automotive Group 5 day return for any reason policy. This location claims they do not honor this offer even though it is clear they are part of Autofair Automotive Group which advertises this policy online with hyperlink to each location. They have only offered to exchange the vehicle but they do not have a suitable replacement in my price range or preference.

  Business response

  11/13/2023

  ** ****** traded the Toyota in with our dealership on November 10th for a new Hyundai, resolving her issue. Each Autofair location operates independently under its own LLC and the Autofair Hyundai location does not participate in or advertise any kind of 5-day return policy. Upon ** ****** purchasing the new Hyundai, we consider this matter to be closed.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 27th 2023 I bought a 2007 Toyota Matrix "as is" from Autofair Manchester-Hyundai. The dealer did not follow the law regarding the selling of an "as is" vehicle. According to NH Law RSA 358F, it is stated that "Before a dealer can sell an unsafe used car, they must: Offer the buyer the opportunity to have the car inspected for safety. and that the dealer may charge a "reasonable" amount." The dealer did not allow me to have the car inspected, telling me that that is what buying "as is" means. An inspection is not allowed they said. RSA 266:8 states that the dealer must destroy the inspection sticker on the cat. However, the sticker was still on the car, indicating that the car passed inspection in September 2022, good until September, 2023. ****I am seeking $3000 from Autofair which is half of the $6,000 repair estimate I received from ****** ******* in Hollis, NH phone- ###-###-#### The car has major rot and rust issues which is extensive.

  Business response

  10/23/2023

  Attached is the RDMV-950 form that was completed at the time of sale as required by RSA 266. The form is signed by both the purchaser and the seller and explains the terms of the sale. The dealership spoke with Ms. **** recently and she admitted that she knew she was taking a risk by purchasing the vehicle under the terms of the sale. If Ms. **** was not comfortable purchasing the vehicle without it being inspected, she should not have the signed the RMDV-950 form and should have refused to buy the vehicle under these terms.

  We are very sorry that the consumer is unhappy with the decision to purchase this vehicle, but we are unable to offer any monetary assistance in this matter.

  Customer response

  10/25/2023

  Autofair has NOT addressed the following issue: As required by RSA 266:8, I was never told about my rights to a safety inspection.  This sale violated the UCC RSA 358-F and RSA 266:8.  Because I was induced to wave my rights before it was clear what my rights were, this constitutes  aclear violation.

  Business response

  10/31/2023

  The dealership accepts Ms ****'s proposal of a $3000 reimbursement to be put towards the repairs needed on her vehicle. In return, we ask that Ms **** update and/or remove any reviews regarding her experience online to reflect that she has reached a satisfactory resolution from the dealership. We would also ask her to accept in writing that upon receipt of the $3000, she will absolve Autofair Hyundai from any future concerns or problems with this vehicle and transaction.

  The dealership maintains that this sale was completed within the requirements of State of New Hampshire laws regarding unsafe vehicles sold at retail and that all best practices directed by the New Hampshire Automotive Dealer Associated were followed. The dealer has agreed to a goodwill settlement payment, in the interest of providing good Customer Service and overall customer Satisfaction to its client base.

  Customer response

  11/01/2023

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

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  -Purchased used 2015 Chevrolet Silverado at Autofair Hyundai on 8/14/23. -Purchase price of Vehicle was $31,500 traded in 2013 Chevy Tahoe. -The vehicle was sold to me as a state inspectable vehicle. -The check engine light cannot be shut off unless the engine and transmission are removed. The transmission smells like its burning and the fluid is brown. Any trained technician would know that's an issue. -Matt G****** at dealer told me General Motors service issue #******** and TSB#********* has to be completed to get the check engine light to turn off and for state inspection. -The dealer needs to take the truck back and cancel the loan and they won't. It's been 18 days since purchase and its been in their shop for the majority of our ownership. -We have rented a car from the previous failure for three days and have not been reimbursed as of today 9/1/23. -As of today we don't have a car and it doesn't make sense to pay $80 a day for a rental. - We would like to just return the truck and walk away. - I was told by the Sales Manager they do not drive vehicles when they get traded in and just wash them and put them out front. -We shouldn't be punished and not have a vehicle because they don't test drive trade ins. - We should be treated fairly and they knew about this engine and transmission issue from the previous repair order before I purchased the vehicle. -We tried to work with them and they want to look for our car after 20 days in someone elses possession and give it back to us. -We have no idea what has been done to our old car and will not take it back. -The dealer needs to do the right thing and take the truck back and we part ways and cancel the loan. Timeline -Purchased 8-14 -Failed 8-16 -repair attempt 8-18 -Failed 8-21 -towed in 8-22 -repair attempt -8-25 -Failed 8-29 -Diagnosis is engine needs to come apart(********)and transmission needs to be repaired(TSB *********).

  Business response

  09/05/2023

  The dealership denies that this vehicle and our vehicles are not road tested prior to being offered for retail sale and has documentation to support this. The customer was told that a Sales Department employee does not perform a road test of the vehicle; a state licensed technician, who is a Service Department employee, does. This information was shared with the customer to provide context as to why the Sales Department seeks and acts upon the recommendations of the Service Department, as those are the staff members that vet the vehicle prior to sale.

  Additionally, all customers are afforded the opportunity to conduct as thorough of a test drive of the vehicle as they prefer, prior to agreeing to purchase the vehicle. Customers are also able to bring a vehicle to a third party mechanic prior to sale if they choose to.

  
  In regards to a resolution, the dealership is offering 4 different options:

  
  Option 1 - The dealership has agreed to have the vehicle assessed by a Chevrolet dealership to determine what is wrong with the vehicle. We have not be afforded the opportunity to do that, which prevents us from being able to make an informed decision on if we are able to repair the vehicle.

  
  Option 2 - The dealership is willing to buy the Chevrolet back for the price it was purchased for, cancel the extended warranty that was purchased, return the trade in vehicle to the customer and facilitate the reinstatement of the loan on the trade in vehicle with their lender.

  
  Option 3 - A similar alternative to option 2, the dealership would also buy the Chevrolet back for the price it was purchased for, cancel the extended warranty that was purchased and keep the trade in vehicle, if the customer pays the dealership the difference of the agreed upon value of the vehicle ($9000) and the amount that was sent to payoff their loan ($12,500), totaling $3500.

  
  Option 4 - We’ve also offered to utilize a 30 day exchange program, so that the customer may select a different vehicle. This offers the customer the ability to trade towards the list price of a vehicle in stock and assess the trade in at the sales price of the original purchased vehicle.

  
  

  Customer response

  09/07/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because the business made a mistake by keeping this vehicle and selling it to me.  The check engine light and codes were on beforehand and more diagnostics should have been completed before the vehicle was put out front for sale.  The dealership needs to be better with making sure they are selling quality vehicles.  In my line of business when I make a mistake or my company makes a mistake I make sure the customer is taken care of.  I am not interested in having the vehicle brought to a Chevy dealer to be diagnosed because then I'm potentially stuck with a vehicle that needed major work.  I mean this repair may need the engine removed and the bearings inspected.  That is nothing I want to get involved with and we haven't even discussed the transmission issue.  This repair could cost your organization thousands to repair.  Why would either of us want this??  My wife and I have been inconvenienced now for almost a month and I do not feel we are being taken care of.  I have a family of five and its been terrible organizing and swapping vehicles for a month.  I trusted your organization and even read many of the good reviews on DealerRater 4.3, rating.  In my original email I offered to pay $1500 and we all walk away that's very fair.   You can then take back the truck we bought, cancel the loan, cancel the extended warranty and keep my trade in.  I feel that option is fair especially now that there is going to be weeks of rental charges at $79 per day plus the repair. If this goes two weeks which it can easily go that way there will be a $1100 rental bill that I am not going to be responsible for and I would expect your organization to pay it. In another attempt to make this go away I will up my original offer from $1500 to $2000 and my current rental bill I will not ask you for reimbursement if I receive a response by tomorrow 9/8.  I wont be able to absorb the rental charges if your response takes 10 days.  I need my loan cancelled so I can look for other transportation immediately.  Lets try to close this out ASAP and we all walk away happy with no ill will towards each other.       

   

  Sincerely,
  
  ******* ******

  Business response

  09/08/2023

  The dealership denies that any mistakes were made by selling the vehicle. All procedures the dealership followed prior to selling the vehicle were in compliance with state laws and NHADA guidelines. All proper forms including a Buyer's Guide and As-Is disclosure were presented to and signed by the purchaser at the time of sale.
  

  In response to Mr ******s mention of a rental expense, the dealership earlier offered a free loaner vehicle to drive, which was declined. The dealership even went so far to offer a Santa Cruz, a crossover vehicle with an exterior bed, to help facilitate the "need" for a truck. Need is in quotes, as the trade in vehicle involved in this transaction was a Chevrolet Tahoe, SUV (not a truck).
  

  The dealership has offered multiple scenarios that would effectively undo the sale in it's entirety. If Mr ****** wants us to purchase the Chevrolet back as he has described and he does not want his old vehicle returned to him and old loan reinstated, he will need to pay the remainder of the balance of the agreed upon value of that vehicle and the amount of the loan that our dealership paid off. This is not a negotiable item and we are uncertain why Mr ****** feels it would be. We would allow Mr ****** to pay the $3500 via credit card if he does not have the funds available for a certified check or we could even contact the lienholder of his old loan, to see if they would convert what would be leftover into a personal loan.

  Customer response

  09/11/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because this is not my fault.  I do not want to make multiple trips back and fourth any longer to the dealer and I don't have the time to deal with this truck.  You facility should have addressed the previous vehicle codes and properly diagnosed the failure.  The known transmission TSB issue was just ignored and you temporarily fixed it to once again send me on my way.  Any professional in the business knows that when there are multiple transmission and engine issues they just don't go away with temporary repairs.  Large repairs like this need large amounts of money to repair them.  I don't want to invest any of my own money into this vehicle.  I understand your a Hyundai dealer and bringing the truck to the Chevy dealer is very inconvenient.  Your service department did the best diagnostics they could and unfortunately your dealership probably was taken advantage of during the trade in process.  That is not my fault, your the dealership and should be doing whatever you can to take care of the customer.   That is why you should accept my $2000 offer which is reasonable. I cannot take the old truck back it has been out of my hands for too long and you never had Tyler send the photo of the truck in the storage lot.  Lets not have this issue linger any longer and please do the right thing.      
  
  Sincerely,
  
  ******* ******

  Business response

  09/13/2023

  The dealership has been mindful of Mr ******'s poor experience associated with this purchase and has demonstrated good will by providing options to rectify his position to what it was before he chose to do business at our dealership. The dealership will not be modifying any of the terms that have been offered within this arbitration process, as we have made fair and reasonable offers that would return Mr ****** to the position he was in before this purchase took place. Mr ****** declining the options we have provided, instead choosing to negotiate, displays to us that he is trying to take advantage of the situation and that he is not acting in good faith.
  

  As each day passes without resolution our finanicial liability grows. Vehicles are depreciating assets which lose value in our industry weekly. At this time, we are holding the trade in vehicle (Chevrolet Tahoe) without selling it, for the possible event that it is returned to Mr ******. The Silverado that Mr ****** currently owns is also losing value. In situations like this, time is of the essence for both parties. 
  

  Our offers to remedy the situation are not without an expiration and we would kindly ask that Mr ****** select one of the previous options presented by close of business on Friday September 15th at 5pm. The dealership would like to reiterate that we do not have the obligation to engage in this arbitration process and may remove ourselves at any point. Today is approximately 30 days from the date of sale and we feel in that time we have provided reasonable options to make things right. If Mr ****** does not find this process to be productive and would not like to accept any of our options presented, we are happy to return to the original terms of the sale, remove our offers and consider this process to be at it's end.
  

  Respectfully,
  

  Kevin R*********
  

  
  

  Customer response

  09/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will have a cashiers check today for $3500.00.  I will have it made out to Autofair Hyundai.  I would like to drop the check off and have the vehicle purchase and extended warranty cancelled as offered in option 3.  Unfortunately my schedule will not allow me to drop the check off today until after 5 or I am free from 8-10am tomorrow 9/16/23.  If my schedule does free up this afternoon I would really like to get the check to you.  Can you please write up the agreed upon option as a receipt or some other document detailing what I am paying $3500 for?  Can you also please respond to this case so I know when to drop off the check?

  "Option 3 - A similar alternative to option 2, the dealership would also buy the Chevrolet back for the price it was purchased for, cancel the extended warranty that was purchased and keep the trade in vehicle, if the customer pays the dealership the difference of the agreed upon value of the vehicle ($9000) and the amount that was sent to payoff their loan ($12,500), totaling $3500."
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed Have them under a warranty, paint my car due to a paint recall. i was told if i wanted a loaner car it would be over 6 months but they did not tell me by that time the warranty would be no good anymore, so i put it in early and got my own transportation, they said 2 weeks max to get the job done, i dealt with one service lady the whole time by the name of naudia untill she had something better to do than work so i had to deal with people that had no clue what was going on, the car sat for a week and a half and nothing was done to it, it wasnt untill i called that they finally got the car in the shop, then told me it would not be done untill Aug 4th, which would be over a months time of them having it, NOBODY ever called or communicated anything with me about why it was being held up, it was not until i called that i found out it had no been touched and why, i dealt with a service manager that blew smoke up my butt just to get me out of there, they refused any type of loaner or rental after the 2 weeks they quoted, i called cooperate and after i did that all of a sudden my car got right into the shop, and they did a rush job on it, there are defects and broken things on my car that were not there when i dropped it off. my main reason for this was the lack of or NO communication, i almost lost my job because i had no way to get there after 2 weeks. i filed a complaint with cooperate who also NEVER got back to me which they were supposed to in 3-5 days, this whole thing was a total nightmare, almost cost me my job and really messed with my mental health. the stress and anxiety they put me through and not willing to help me AT ALL with anything other than the bare minimum of what the warranty required them to do. i am beyond angry with this dealer, i will never go there again, and neither will anybody i know. the service woman Naudia should of been in communication with me or had someone else handle it while she was gone. theres more but that all i can fit ty

  Business response

  08/08/2023

  We apologize that the paint work took longer than the original estimate and are sorry if the delay caused the customer any stress or anxiety. The customer's desired settlement is a refund, but the work completed on the customer's vehicle was done under warranty at no charge. The retail amount of the paint work completed was $6942, with the customer pay amount being $0. Since no money was collected from the customer, no refund would be possible.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 3rd I contacted Hyundai AutoFair in regards to trading two vehicles in for a new vehicle. I was emailing with a few different people trying to get an estimated value for both of my vehicles before making the 3 hour drive. They told me they were not able to give a rough estimate for the vehicles over the phone but assured that they’d have the best trade in value for both. Supposedly this was going to be hassle free and there was a sales event offering TOP dollar for vehicle trades. June 4th we made the drive. We got there at opening, 11am. We had a small child with us so we wanted to get everything done as quickly as possible. Which was expressed. We test drove a vehicle and said it would do. They said they were going to appraise both of our trades and it would take some time so if we wanted to go grab lunch we could do that at that time. We went across the parking lot and was gone for about 45 minutes. When we got back they had a value and we went back and forth because our value wasn’t at all what we had been expecting (much lower). Finally it is now 5:30pm and we’re the LAST customers in the store that closed at 4. We agreed on purchase and went to sign everything. When we got back from signing the paperwork we get the car and it is not the car that we had test drove earlier in the day. June 6th I called to express my dislike in the vehicle. I stated it wasn’t the car we test drove and isn’t suitable for us. We asked them what we can do from here and a manager offered to purchase the car back. I agree on them purchasing the car back and was told we would get a call back to get everything squared away later in the day of the 6th. It is now June 11th and I still haven’t got my call back. Bad business on their end. We should have known when other people were there complaining in regards to their services. We’re still requesting they purchase the vehicle back since they already agreed to on the 6th of June and never reached back out.

  Business response

  06/22/2023

  The Customer has informed us that they have traded the vehicle elsewhere and is no longer seeking a refund for the vehicle purchase. We are awaiting a lien release from her in order to cancel her extended warranty and gap insurance so that the funds are returned to her directly, as opposed to Genesis Finance. We believe we have resolved her dispute.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  ******* ****** *** ******* *** *********** **** ***** *** *** **** Better. Business Bureau ** ******** ** ******* **** ***** *** *** *** ****
  AUTOFAIR
  **** ***** ****** ** ***** ********** ****
  Tel *** *** ****
  I went to Autofair to by a car I did not need a car.
  I said to the Salesman do you have a new car for $ 199.00
  A Month he said no then he said I have a 2015 HONDA WITH
  50000 MI On the car so I said to him no money down and you pay off my car that was $ 4000 that was the deal. THE 2015 Honda fit that cost
  Me $13,157.10 at $231.59 A MONTH. THAT WAS OK When it came to
  Sign the contract ALL SHE SAID WAS SIGN DID NOT TEL ME WHAT I WAS SIGNING BUT SHE WILL TEL YOU SHE DID. BUT SHE DID NOT.NOW THE Salesman lied to me the car was a 2013 Honda . WHY WOULD I BY A 2013 CAR WHEN MY CAR WAS OK. Autofair did not EXPLANE TO ME ABOUT WHAT WAS IN THE CONTRACT I HAD TO S1GN.NOW I GET MY
  CREDIT CARD STATEMENT AUTOFAIR $ 6,830.85 THAY SAID TO ME I EXPLANE IT TO YOU THAY DID NOT. I WOULD NEVER DO THAT. WHEN I BY A CAR EVERYTHING IS DONE BEFORE I LEAVE.WHAT THAY DID WAS THE SAIL WAS NOT DONE. WHEN I PUT THE CAR ON THE RD I HAD TO GO BACK TO AUTOFAIR AND GET THE PAPER THY CALLED ME AND I HAD TO SIGN MOOR PAPER AND THAT IS WHY I DID NOT GET THE PAPER TO PUT THE CAR ON THE RD. IF THAY TOLD ME ABOUT THE
  MONEY OF $6,830.85 I WOULD SAY GIVE ME MY CAR BACK 1 WOULD NEVER GO FOR THAT. WHAT I WANT IS THEM TO PAY THE $6,830.85
  I AM A HONEST PERSON I DONT HAVE TO LIE TO GET SOMTHING
  MY WIFE DID ALL THE PERSONAL PAPERS . MY LIFE WAS NOT GOOD
  I DID NOT GO PAST THE 5TH GRADE BECAUSE I COULD NOT UNDERSTAND
  
  WHAT THE TEACHER WAS SAYING IN CHELMSFORD MASS I HAD NO FATHER HE GOT KILLED IN THE WAR. WHEN I HAD NO ONE TO TEL ME I LOVE YOU. I NEVER WENT BACK TO SCHOOL.' HAD NO ONE TO HELP ME AT THAT TIME. I WORK IN THE RESTAURANT"S . ONE DAY I SAID I HAVE TO GET A TRADE. SO I GO TO ALL THE TRADE"S I GOT A ELECTRICAL HELPER JOB I WAS SO HAPPY. I PUT IN ALL MY TIME. ON THE JOB
  NOW IT TIME TO GO FOR MY JOURNEYMAN LICENSE I PAST THE TEST FIRST TIME AND THEN. GOT MY MASTER LICENSE NOW I LOOK AT MY LIFE NOW DID NOT GET PAST THE 5TH GRADE I WORKED SO HARD IN MY LIFE TO GET WARE I AM THEN I WENT IN BUSINESS IT WAS CALLED CITY WIDE ELECTRIC IT WAS ALL ABOUT PEOPLE TELLING THAIR FRENDS. ABOUT MY BUSINESS .TEL THE TRUTH. WHEN YOUR NOT HAPPY WITH THE DEAL YOU GO HOME AND TEL ALL YOUR FRENDS

  Business response

  05/23/2023

  Mr ****** has already discussed his complaint with us directly. Our dealership keeps video recordings of the signing of all contracts for cases like this where questions about what was agreed to or what was said come up after the sale. While discussing the matter, we offered to show Mr ****** the recorded video of his transaction and he declined. The video shows Mr ****** verbally confirming that he would like to offset the cost of the optional service contract coverages with payment on his credit card to avoid increasing his monthly loan payment and providing the credit card to the business manager. When we asked Mr ****** why he provided his credit card to the business manager if he was under the impression the transaction was being completed with zero money down, he responded that he "does not remember." He also stated that he cannot read, yet brought in his credit card statement to us and read off the charge in question. He had a copy of the receipt from the transaction along with his paperwork reflecting the same amount charged, which made us uncertain as to why he was questioning the charge at all.

  
  The dealership has already processed a refund cancellation for the additional coverages Mr ****** "does not remember" agreeing to purchase. Because Mr ****** financed this vehicle and did not pay cash, the cancellation money will be sent to his lender lowering his loan balance. We would expect that since the customer is requesting a refund and we have processed one already, this would suffice as a resolution. He signed the refund forms, so we're a little uncertain why he is still seeking resolution. Attached is documentation reflecting a cancellation of $6294, which was the amount of the credit card charge, being refunded back to his lender, Greenwood Credit Union.

  Customer response

  06/06/2023

  Spoke to ******* - once I clarified the wording from the business he said he is satisfied with the refund/cancellation they've promised. 

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The vehicle I have now is my third lease with Autofair Hyundai, everything went well until I brought the car for an oil and filter change and took it to ******* ******* instead. The mechanic pointed out that one of the four tires had a different rim and tire it was smaller than the other three. It was on the passenger side front. It was just a slight difference that’s why I did not notice. The first thing I did was send a text message to the sales person I bought the car from , he replied back to me and I told him what the problem was. He got all defensive and implied that I was the one that did something to the rim. He even said that I put The vehicle is top-of-the-line and it comes completely loaded, so why would I change anything? He even said you expect us to believe that you had the car five months and didn’t notice a different rim. He had the sales manager reach out to me and the manager said he would make things right by replacing the rim and tire. I remember they took the car to service the day that I bought it to do the recon and inspection, I was told it was only going to take 15 to 20 minutes but it took close to one hour and a half. I believe the salesman damaged the rim and instead of being honest to me he panicked, and had service put on the different rim with a smaller tire. Now there is another problem with one of the other tires the front right drivers side. (see photo ) it looks like a used tire. The tire was manufactured in 2021. So the tire came with the brand new car. Imagine they let me drive off the lot with the tire that way, that is a dangerous hazard. The reason why the tire is worn like that is the first rim and tire caused it which I was told by 4 mechanics. It also damaged my transmission because driving a vehicle with a smaller tire on the front for 5000 miles . They will not replace the tire!!!! Now I have to buy a new one out of my pocket and hope the tire manufacturer will warranty it and it is clear that the wear on the tire

  Business response

  04/10/2023

  Our dealership received this new 2023 Hyundai Kona from the Manufacturer in September of 2023 and it was retailed to Mr ********** in October of 2023. The vehicle was sold with the original rims and tires that were installed by Hyundai during the Manufacturing process. At no point did the dealership replace any of the rims or tires prior to the sale. The vehicle was inspected prior to being delivered to Mr ********** by the guidelines of the Manufacturer. During this inspection, nothing out of the ordinary was discovered and the vehicle passed the Manufacturer's Pre-Delivery inspection requirements. Mr **********'s claims about us replacing a rim or tire prior to the sale are untrue and baseless.

  Despite this, when Mr ********** contacted our dealership staff about having a mismatched rim, we contacted a Hyundai Motor America employee and were able to get the mismatched rim and tire replaced under warranty. We have reviewed the new photo of the tire that Mr ********** sent in and are confident that this tire was not on the vehicle at the time of sale. It is our opinion that Mr ********** did replace one or all of the rims and tires at some point during his ownership of the vehicle and accept no liability for the tire in question.

  Adam D******, Senior Manager, Autofair Hyundai

  Customer response

  04/11/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because:   The vehicle I have now is my third lease with Autofair Hyundai, everything went well until I brought the car for an oil and filter change and took it to ******* ******* instead. The mechanic pointed out that one of the four tires had a different rim and tire. It was just a slight difference that’s why I did not notice. The first thing I did was send a text message to the sales person I bought the car from but then I called the service department. The service manager didn’t know how to handle it, so he said he was going to reach out to the sales department. When I got off the phone, I saw that the salesman replied back to me and I started texting him to tell him what the problem was. He got all defensive and implied that I was the one that did something to the rim. He claimed that I told him I was going to trick out the vehicle. I just couldn’t keep it stock. He even went to the extent of saying that I sent him pictures when it was done. What am I eighteen years old? He even said that I put on roof racks and the car came with them. The vehicle is top-of-the-line and it comes completely loaded, so why would I change anything? He implied over and over again,  and even said you expect us to believe that you had the car five months and didn’t notice a different rim. This was on a phone conversation that got very heated. Then I remember they took the car to service the day that I bought it to do the recon and inspection, I was told it was only going to take 15 to 20 minutes but it took close to one hour and a half. I believe the salesman Sam, damaged the rim someway maybe hitting the lift in the garage, and instead of being honest to me he panicked, and had service put on what was available, and because it was close enough to the others he didn’t think I would notice. He also didn’t think that I would have the car serviced at a different Hyundai. So that is why when I contacted him, he got all defensive, and wanted to blame things on me. Now imagine when it was time for me to bring back this vehicle at the end of my lease and they pointed out the tire and rim that didn’t match. They would’ve blamed it on me and taken the money off the trade. My next vehicle I will deal with ******* *******, I don’t know how many people at Autofair knew what was done to my car, but it was extremely dishonest.He had the sales manager reach out to me and the manager said he would make things right by replacing the rim and tire.  Now there is another problem with one of the other tires (see photo ) it looks like a used tire. Maybe they put it on instead of a new one when they supposedly fixed the first mistake. I was told by the extremely , rude, unprofessional salesman that the vehicle is inspected thoroughly by both Hyundai and them. Obviously someone isn’t doing the job correctly. Imagine they returned the car to me with the tire this way.  most likely a dangerous hazard. They will not replace the tire!!!! Implied that put a tire that looks 10 years old( words of there service manager) on myself!!! Now I have to buy a new one out of my pocket!! I spoke to the service manager at the other dealership that was present when my car was serviced and noticed the mismatch tire and rim. He told me that there was no way possible this tire was on my vehicle that day he would of noticed it like the other one. As you can see in one of the photos the tire in question was manufactured in 2021 , I was told by the service manager at ******* *******, that no way Hyundai automotive would’ve manufactured a 2023 and put a 2021 tire on it. The tire looks like it’s been sitting in the sun for days to get that dry rot , Plus was on a vehicle for a long time to get that thread wear. The oldest year they would’ve used was 2022.  Look at the condition of this tire. If you were in my shoes, would you go to a junkyard and put this tire on such a beautiful car and also risk my life and my family’s life . All fingers point to Autofair Hyundai being unethical, so this means when they supposedly replaced the non matching rim and tire. They just replaced the rim and gave me this tire, one that is an extreme hazard and dangerous for me to be driving on and didn’t expect it to get noticed. If it wasn’t for me getting flat on one of the tires and Town Fair Tires seeing this tire, I would’ve continued driving on it and who knows what would’ve happened. I could’ve had a blowout on the highway with my whole family in the car and could possibly getting a serious accident. Now neither Autofair Hyundai or Hyundai themselves will stand behind this. 
  

  Sincerely,
  
  ***** **********

  Business response

  04/21/2023

  We did respond previously and have no further response. We did not damage Mr **********'s vehicle and have nothing to offer him.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from autofair Hyundai Manchester. The car was sold stating the car had a warranty for the engine and powertrain. I had bought the car from a girl named Ashley. It was her first day on the job. The car is currently at 88,791 miles. On Thursday the car developed some serious issues. Got it towed to autofair to have it fixed. On Friday they called me and told me it was going to be 1,292.96 dollars to fix my car. They said none of it was under warranty. They said there was An active misfire of the engine in cylinder 4. They lady told me I needed 6 spark plugs, an ignition coil, and a fuel service to fix this problem. I went through with it leaving me 390 dollars to my name. In my mind Atleast I have my car back and I can get to work. The phone call was at 2:18 pm to proceed on fixing the vehicle. She called me at 4:13 to say the car was complete. I got back to autofair at 6 paid the fee. I questioned how much they charge for labor because I noticed I was charged $820 for labor. She said 199 per hr. I then asked why I was charged so much if it took less than 2 hrs to fix my car and the lady said " oh it's per job they do." I was a bit irritated, but Atleast I could get to work. Went to drive the car off the lot and car started shaking and check engine light came on I started stalling out at the turn before I could make a u turn almost getting me into a serious accident. Got the car back to autofair I was shaking. told them they did not fix the problem. Just spent 1,292 on something that didn't need to be done. The mechanic left for the day so she said they would look at it on Saturday. She called me at 9:46 am to tell me it would be 1,762.78 to fix my car. Now it's 3 fuel injectors that needed to be replaced. I pay 486 a month on car payments I can't even use. I went to them because I thought I could trust a bigger dealership. They put my safety at risk not even test driving after the first fix. 820 in less than two hrs is so ridiculous.

  Business response

  03/21/2023

  Good Afternoon,

  We have contacted the customer directly and believe we have come to a resolution. We will be servicing the vehicle again in the near future and will be taking care of the Fuel Injector replacement without an additional cost to the consumer.

  Adam D******

  Senior Manager, Autofair Hyundai

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