ComplaintsforAutofair Hyundai

• Initial Complaint

  03/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bought car 10/2021 Drove it 5,660 miles. Went for OIL CHANGE 3/18/22 and it needed a new ENGINE. NO RENTAL/LOANER vehicle. THREATENED WITH CALLING POLICE WHEN I TRIED TO TAKE IT FOR A SECOND OPINION. The issue is the service Dept. I bought a 2018 Hyundai in October 2021. I had gone 5,660 miles brought it in for the free oil change. At this time I had one small issue happen twice on 3/15 I felt like it "Chugged' (not stalled) I recorded it happening on my phone. You can hear nothing and you can clearly see no check engine light. It resolved immediately. I checked the oil myself and showed the stick to an attendant at the Seabrook Autozone and he said it was ïï��ï��ne. On 3/17 I had the vehicle ïï��ï��ash the check engine light and stall to the point where I had to restart it and the check engine stayed on. It ran ïï��ï��ne aside from that, brought it in for the oil change and a recall 3/18. The vehicle never made a noise. Aside from stalling 3/15 and then the check engine coming on 3/17 there were no issues. After two hours I was told the vehicle need a new engine and they were going to "try" to get that covered. They stated there was no rental coverage and they had no loaners. After several attempts to impress upon these people that I was told by my mechanic to get the vehicle out. ( I also tried everything to get them to ïï��ï��nd me some type of vehicle to drive. I absolutely raised my voice and I have that all recorded too. I did not get threatening-- however I did say that Im a single mom, disabled and have to be able to drive my son.) they told me I could not get the vehicle out without paying 170$ (?) and signing a waiver and the warranty would be invalid. They gave a loaner vehicle out to a man while I stood there waiting just prior to this. I was told if I didn't go home with their mechanic driving me they would contact the police.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/03/21) */ The customer's vehicle was brought in for an oil change and to diagnose an intermittent issue related to the vehicle stalling. The opinion of our technician, was that continuing to drive this vehicle could cause the engine to seize, and we highly suggested it not be driven to prevent further damage, including engine failure. We began the process of filing a Warranty Claim with the customers third party warranty provider and we are waiting for a response from them regarding possible needed repairs. We have a company policy in place that applies to all customers, which is that rentals or loaner cars, are not provided, unless a Warrantied Repair is approved and is paid for by the Warranty provider. After initially leaving us bad reviews on multiple websites, we encouraged the customer to pick up her vehicle, since she made it very clear that she wanted to take it with her the day she was at the dealership. More recently, she has stated that she does not want to pick it up, so we have continued forward with seeking approval from the Warranty provider. This customer was verbally aggressive towards our staff, accused us of being liars and publicly made fun of one of my staff members for having graduated high school in 2018 and having previously worked at a fast food restaurant. We have done our best to be respectful towards her in our interactions and have been met with a rude sense of entitlement and negative claims towards our dealership that have no factual basis. Offering to buy her car back from her for what she paid six month ago, was an attempt to provide her an option that would not require her to continue through the process of seeking a Warrantied repair. She has met this option with just as much negativity as she has brought towards every other aspect of her interactions with us. Owning any vehicle comes with risks, which includes unforeseen maintenance and repairs. This customer is not excluded from this possibility and it does not excuse her for acting inappropriately. Consumer Response /* (3000, 7, 2022/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not verbally aggressive, I was upset and when I started to cry was laughed at and I recorded it all on my phone. I brought up that the service manager had no experience. He didn't know what he was talking about when you listen to the first video. After the humiliating encounter with him ending with me being told to wait to take my car home (when they shouldn't have done anything) I googled him and his public linked in and several other hits showed he worked elsewhere in an unrelated job since 2020. Was I offended I was being humiliated by barely an adult who was a MANAGER who only started working with cars less than two years ago... yes. I wrote an honest review and the dealership is ticked off by that. I brought my older honda in 6 months ago and traded it in- them buying the car back for the price 6 months ago throws money out the window for me....leaves me without a vehicle that is reliable now and I couldn't guarantee I get approved on another loan. The bottom line is I watched other male, higher spending customers get treated like gold but that's ok. I don't need to be treated like gold. I just need to be treated fairly. No one at that dealership has paused once to think what someone who has limited resources goes through daily. That car (the down payment was my only possession worth anything) I live on disability and a small part time job. A vehicle dying 5,660 miles later is NOT acceptable. I am missing work and my son is missing school. This is literally all over them not having a plan for providing transportation in this situation. I still believe the repair is not as urgent as they say....but I worry taking the vehicle back now what have they done to it since I have made them mad by seeking help and telling the truth! I have a video three days before with the date showing on the dashboard and NO CHECK engine light. (3/15) That day the vehicle "chugged" after getting gas. I took a video planning to show my mechanic family member. You can also hear outside sounds and none of them include any noises from my vehicle. I pulled into the Autozone on Rt 1 in Seabrook (I am SURE this is on camera!!) around 11 am checked the oil. It was sunny I had a hard time seeing I brought the dipstick inside and asked someone to double check it was full of oil. It was! This can be verified by checking with the business as well as the geo location and time on the video I took of my car that day! The following day the check engine light came on. (3/17) On 3/18 they are telling me it went from that to completely junk cant drive it for an emergency or second opinion? I said I have AAA. It was 100% pressure on me to NOT take it because they wanted the warranty work. Women shouldn't have to worry about going alone to the car dealer. I wasn't worried because I was getting an oil change an a recall. I came in for 0$ service was bullied and now have no vehicle 4 days later. Business Response /* (4000, 12, 2022/04/07) */ Mrs. ******* was given a loaner (paid for by the dealership)while we replaced her engine. Since then her car has been returned and she claims to be happy and even mentioned that she would take down the reviews. Sincerely, Kevin R********* Consumer Response /* (4200, 14, 2022/04/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) In no way shape or form did I indicate that I was "Happy" with anything. I made a comment to an employee that the "loaner" was nice. In any case.... I would like to outline what this situation has cost me, and what I am left with after this interaction with this business. As of today I am out over $1,000 which is a LOT of money to someone disabled and working PT to get by. WHAT THIS COST ME: * 4 days I could not pickup/drive/have my son * 3/18, 3/20, 3/21, 3/22, 3/24 Out of work. (I work overnight PT no days of paid. I go in at 12:30am... no one can drive at this time to give a ride and Uber rarely even runs this way and never at those times) *$482.04 RENTAL reimbursement authorized by Hyundai Corporate to be paid "ASAP" and still is not paid. *200$ hold on debit card for rental car not removed for three days after return. *A day running around returning rental and getting loaner. Many hours making phone calls, complaints etc. PURCHASE OF THE VEHICLE- It was NOT properly inspected by the service department prior to sale. Along with needing an engine 5,660 miles later...They claim it needs rear brakes and three tires also. I HAVE ONLY DRIVEN 5660 MILES FROM PURCHASE. See- photos of filthy cabin air filter which has not been replaced in a significant ammt. of time (Full of pine needles as if the car sat for a long time. I have zero trees near my apartment parking lot) See attached estimate that puts the repairs they stated I needed engine, brakes and tires estimates over 13,000$ Is it reasonable for break pads to wear or tires? Yes. But in <6,000 miles from the showroom is absolutely unacceptable. *ENGINE REPLACEMENT- Paperwork (attached) for the repair indicates the customer reported Shaking when idle, and later (page 2 and page 5) that it was noisy. I never heard a noise. Please see above statements re: the vehicle stalling once 3/15 and how I CHECKED THE OIL and had someone at an auto store verify also that it had oil. It did not lose all it's oil between 3/15-3/18. The engine damage/situation was exaggerated in the severity/symptoms to get me to do the work there. They knew I was over 45 min away, and assumed that I didn't know what I was talking about when it comes to vehicles. *** STILL AN ISSUE- Heat/AC blower is now making loud noise. This as well as the "Brakes/tires/alignment" stated needed will be checked by my mechanic. Whom I have to pay...but with $500 up in the air with rental and missing 5 days of work X8 hours (over 600$) I have not been able to rush to do that. I am pretty sure it's not passing it's first now late inspection. Is that acceptable? **STILL AN ISSUE- Discrepancy on Sales paperwork that does not accurately reflect my 4,000 trade in. When I was trying to decide what do do about the vehicle initially I went through my paperwork and could not find the true trade in paid for my trade in vehicle.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a used Hyundai Elantra from Autofair Hyundai for $13,750 (way higher than what they had shown on their website) on a condition that they will replace the front bumper within a week. 1. They took three weeks to give me the car because as per the salesman, they were waiting for a grille to arrive. When I took the delivery, I saw some scratches on the grille and when I complained about it to the salesman, he told me that they probably took the grille from another car. 2. They refused to do a minor touch up job on the rocker panel which they agreed to before I purchased the vehicle. 3. When I test drove the vehicle, the passenger heated seat was working. Upon delivery, I have noticed that it automatically switches off within a few seconds. 4. The spare wheel in the trunk was taken out before delivery. I checked if it was there when I went to the dealer to look at the vehicle. 5. Before purchasing the car, I was told that there are two keys available for this vehicle. As soon as I paid for it, they told me that they have only one. 6. I asked for a copy of the split up/bill that the dealership made me sign. Everything was written clearly in that piece of paper but an amount that I believe was their profit, which is why I asked for a copy of it. They said that that amount was for the taxes and never gave me a copy of that document. They simply took advantage of the fact that I was a first-time buyer who was in desperate need of a vehicle and ripped me off.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/03/21) */ Hello, The client purchased a vehicle on February 21st. The vehicle was in the process of reconditioning and had damages on it which were known by the client prior to negotiation of a car deal. In the course of negotiating the deal he wanted the damages repaired. This had been planned to be performed, anyways. We agreed to the repair. He also did not want to trade in his vehicle. He is from ************* and this prevented the plates on his car from being transferable. We agreed to do the repairs with a body shop and to register his car with new plates. Registering the car takes about a week and the repair on his vehicle took about three weeks to complete due to parts availability and paint availability. In regards to the pricing of the deal. The vehicle was advertised for $14,998. He came in knowing this. We agreed to sell the vehicle for $12,049 plus dealer fees ($549, $135 Mass New Plates, and $249 Consumer Data Protection Fee) The state of ************* assessed 6.25% tax ($802.94). The client purchased an optional Service Contract in the amount of $2,500. There was no itemization of the repair for the bumper, as that was absorbed in the price of the vehicle. However, it was expressed on the dealership We Owe form. There was no promise to repair a rocker panel or a grille. The client's vehicle was home delivered to him approximately a week ago and is no longer in the possession of the dealership. The client signed a form that states that only Hyundai Certified Preowned Vehicles are guaranteed to come with two keys. This vehicle is coming state inspection guaranteed only, as the vehicle has 110264 miles and is outside the parameters for a Hyundai Certified vehicle. The client had the option to purchase Many Hyundai Certified Vehicles that offer warranty included in the purchase price, but opted to purchase the less expensive vehicle that is As-Is aside from a guarantee to pass New Hampshire State Inspection. The Service Contract that Mr. Beri opted to purchase is good for 2 years and up to 24,000 miles from the mileage which he purchased. He may be able to get the heated seat repaired under the service contract. The Service Contract may be arbitrated under TWS (TOtal Warranty Solutions). The only issue that is valid here is that the repair took longer than expected. For this, we are sorry. This is why we opted to home deliver the vehicle. We would be willing to offer any further repair that he would like at dealership cost. We, as a dealership, appreciate the service that BBB provides. We are happy to know that the BBB shares our concern for our customers' well being and we will continue to provide the highest level of service and ethical treatment. Consumer Response /* (3000, 7, 2022/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, I would like to clarify AGAIN that this was my first vehicle purchase. So stating that I did not trade-in my vehicle is plain stupidity. The fact that I was purchasing a vehicle for the first time is exactly what the dealer took advantage of. They lied to me at every step of the vehicle purchase, which is explained below. Their response is a classic example of this dealer likes to cheat it's customers. They say that I approached the dealer knowing that the vehicle is advertised for $14,998.00. You will find in the attachment (Thanks to Carfax) that shows that the vehicle was listed for $12,900. The first page on the PDF pertains to an email I received from Carfax saying that the vehicle has been sold and once you click on the image in the email, it redirects you to Carfax's official website where the vehicle's VIN no. is mentioned along with the it's price, location, and miles. I agreed to pay $13,750 as I was told that it is how much it will cost to get the bumper repaired and to get the vehicle registered in my name. Now, they're saying that the bumper would've been repaired anyway. For the split-up, I believe that if the dealer has nothing to hide, then they should send me the scanned copy of the document I signed. Being masters of deception, they can come up with numbers that can confuse anyone, which is why I requested (multiple times) for a copy in my complaint. For the keys, if the car is not eligible for Hyundai's Pre-Owned certification and two keys can't be provided, then it should've been made clear at the time of negotiating. I was assured that the keys are available just to get me to buy the vehicle which goes on to show the level this dealer stoops down to in order to rob potential customers. For the rocker panel, I was told that it is just a square-inch of rusted portion which will be painted over along with the front bumper. When I enquired about it later, I was told that it will not be provided. For the grille, I was also under the impression that it (along with the associated parts) will not be replaced. However, upon enquiring the rather irresponsible salesman regarding a reason for the delay in delivery of the vehicle, I was told that the dealer is waiting on a new part for the grille (Screenshot of the text message attached for reference). At that moment, I felt as if the dealer was doing its job. But in their response to my complaint, they have accepted that they performed no work associated to the grille. Either the salesman was lying then, or the dealer is lying in their response now. As for your claim that I agreed to purchase the vehicle in an As-Is condition, I totally agree to that. However, it is important to note I agreed to purchase the vehicle in the same condition that I test-drove it in. If a spare wheel was found in the trunk and the heated seat on the passenger side was working when I tested it, then both these things should have been available and in working condition when the vehicle was delivered to me. Otherwise, what's the point of checking a used vehicle before one buys it? Rather than suggesting how I can utilize my warranty, the dealer should focus on doing it's job by providing it's customers satisfactory service and most importantly, transparency. Business Response /* (4000, 9, 2022/04/01) */ Good evening, Here are the documents that you requested showing where and what you signed. As you can see the sale price is $12,049, which was less than the internet price of the vehicle, at which price the repair would've been performed. You negotiated for a discount and a repair, both of which reduce the amount of funds available in a car deal. The ************** State tax was $802.94. The Service Contract was $2,500, the dealer fee $549, Data Protection $249, and the **** State title fee in the amount of $135. This has all been signed off on by you, the client. There is a difference between sale price and total price. Had we agreed to a deal at the internet price of $12,900 the Dealer Fee of $549, Date Protection fee of $249, state title fee of $135 and Sales tax would still be assessed. The Sales Tax goes to the state in whcih you live, *************, and was given to them at the time the plates were generated. The $135 title fee was given to them, as well. We will make no adjustment to our sales price and issue no refund. We've also provided a JD Powers Value assessment used with the bank that shows the value of the vehicle in a retail transaction to be worth over $15,000. This deal was agreed upon well behind that value. In regards to the grille we will speak with our salesperson. Can you provide an image of what you are talking about? You will also receive a coupon booklet with free touch up paint to adjust the rocker panel rust you mention. We will gladly provide you a spare tire. You can pick it up any day you would like. We will work on pulling the document you signed that specifies that Hyundai Certified are guaranteed two keys and other levels of certification have no guarantee on amount of keys. Finally, we provide a state inspected guaranteed vehicle. Outside of those guidelines we have no requirement to fix any non-state inspected component. The heated seats do not constitute a state inspection item and there is no verifiable evidence that those were working at the time that you test drove the vehicle. In a vehicle with over 100,000 miles, that would not be inspected by our service department. Consumer Response /* (4200, 11, 2022/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not see any documents attached to your response. As for the grille, I have already shared a screenshot of my conversation with the salesperson. I am glad we could come to an agreement regarding the spare wheel, but saying that I signed the paperwork that said that two keys may not be provided clearly shows how deceptive you can be. Had this been told to me before I paid for the vehicle, I wouldn't have had to go through other means to ask for what should have rightfully been provided to me in the first case. I was told (after asking more than once) by the salesperson that two keys are available. For the heated seats, was I told what is the level of inspection for a car that has been driven more than 100,000 miles before I purchased it? No, and since I found the (passenger-side) heated seat to be in good working condition when I tested it and I should get that. If you observe closely, you will find that the issue lies in the lack of transparency which based on other reviews, is a common practice at Autofair Hyundai. I don't think I'm being unreasonable in asking for a secondary key and a working heated seat.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  12/4/2022 Attempted to charge $743.67, paid $125.19. Failed automobile state inspection. Autofair Hyundai purposefully attempted to add extra charges to the bill for equipment that they deemed in need of replacement, however surpassed state inspection standards. They attempted to charge for extra hours that the mechanic did not actually work. When asked to show the customer the part that legitimately failed state inspection standards, the mechanic lied about the amount of work and parts required to fix the issue. When the customer requested to speak to the manager their request was refused.

  Business response

  01/12/2022

  Business Response /* (1000, 8, 2021/12/21) */ The management staff at the dealership has reached out to Ms. ****** in an effort to resolve this matter as her name is not listed as the owner of the vehicle nor is she listed on the Repair Order. She should reach out to Kevin R., the General Manager, so that this matter can be cleared up. Consumer Response /* (3000, 10, 2021/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have done nothing to rectify the situation.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In October of 2021, my engine died in my 2016 Hyundai Tuscon with my 6 month old son in the back. Autofair Hyundai admitted their engines tend to do this in my type of car. I have only had my car since February of 2020. I got my car back on November 23, 2021. I was told all would be in top condition. On November 26, 2021, I was on the highway and my car completely shut off. I was only able to get into the breakdown lane on the left side of the highway. It was at night, almost freezing, and raining. The car would not turn on at all. The police showed up and told me I could certainly have died from this due to the circumstances of where and when it happened. The car was towed to a lot by the police. Autofair Hyundai refused to pay for the tow. Then said they would only pay $200 towards the tow. They were completely unsympathetic and flat out rude to my husband when he called and told Autofair Hyundai what happened. He was hung up on and told that it was the tow company's fault that Autofair wouldn't pay. As it turns out, the mechanic at Autofair forgot to put a third nut in the fuse box. I wouldn't have needed a tow if Autofair Hyundai had not been negligent. I paid $225 out of pocket. I would like that to be reimbursed to me by Autofair, as this is completely their fault.

  Business response

  01/13/2022

  Business Response /* (1000, 8, 2021/12/10) */ AutoFair Hyundai was not notified about the Tucson until it had been at the tow truck's storage lot for two days where it incurred storage fees. Once contacted by Mr. ******, AutoFair Hyundai paid the towing and mileage fees, however, as one of the managers explained to the him, the dealership wouldn't pay the storage fees. The manager told Mr. ****** that If he had it towed directly to the dealership or informed us that the vehicle was at the tow lot right away then the fees would not have been incurred. AutoFair paid the tow company directly. Consumer Response /* (3000, 10, 2021/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is untrue. The accident occurred around 6:30 pm on Friday 11/26. By the time the tow came, it was after Autofair Hyundai had closed. It was picked up from the tow company on Saturday, 11/27 around 2:30 pm. Mr. ****** alerted Hyundai starting at 9:30 AM Saturday 11/27. Thus, it was at the tow company for less than 24 hours. Regardless, the accident would not have occurred if Autofair Hyundai was not negligent. I almost lost my life. I feel that the gravity of that mistake is worth "storage fees".

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