Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used 2019 Hyundai Tucson in March 2021 with a 60k warranty and extended 100k warranty. In July of 2022, I noticed the car was performing oddly. I called to schedule an appointment and got 08/27/22. I brought the car in and they said nothing popped up on the diagnosis system and they changed the spark plugs and oil and sent me on my way. The car shut completely down on me the next street over from the dealership and had to tow it back in. They keep it for a week and "fix" all these things that they assured me was ok. My car has been in the dealership every month since August of 2022 and it currently residing in the shop today. They have had it since 12/23/22 and called me threatened to take back my loaner vehicle if I do not pay another $425 to take pictures of a part they just installed on 12/03/22 and charged me $860 to install. My car has not even been started on yet they keep charging me each month. They do not want to buy back the car and are trying to get me to replace the entire engine. It had 14k in miles when I bought it and it started having problems around 40k. It's now at 63k when I dropped it off to them for the 11th time in 8 months. Please help. Payments are made and all caught up with full coverage insurance. I lost my job due to this car and now have to work local to try and support my family in a different career. Not easy to do with kids and a family of 5.

  Business Response

  Date: 03/09/2023

  The dealership continued speaking with Mr ****** after this complaint was received and Hyundai Motor America has since approved the replacement of his engine. The engine has been ordered and will be dispatched to a shop technician in the coming days. We consider the engine being replaced by Hyundai Motor America to be a desired resolution to this case. Adam D******, Senior Manager

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 24th I brought my car to this dealership because my car is still under warranty, and my windshield washer fluid stopped coming out. I previously brought my car there for them to fix a recall and instead of fixing that they made more of an issue to where I needed to bring my car in two more times. On January 24th when I dropped my car off about 10-15 minutes later they called and told me it was frozen, which I do not believe, but besides that they told me I need to pay $150 for a diagnosis fee. They asked me if I wanted them to flush it or not but regardless of what I do I needed to pay the $150. I do not think that was right, they found the problem which they fixed with hot water there was no parts switched and then they did not give me an option to bring it home and fix it or have then do it. I then had a family member call them, because they understand cars and wanted to get more of an explanation to which they were no help, they informed him that they would call him back with the general manager and he still has not received a call back. I have tried to give them the benefit of the doubt multiple times but they are no help ever.

  Business Response

  Date: 02/09/2023

  Ms. ******* dropped her vehicle off for a Diagnosis on her windshield washer not functioning properly. She was quoted a Diagnostic fee to inspect the vehicle. The technician found that due to the cold temperatures, the fluid inside the reservoir was frozen and thus not pumping as designed. The technician melted the frozen fluid with warm water, flushed the bottle and refilled the fluid. Due to there being nothing wrong with the vehicle mechanically, this service item was not covered under Warranty and the Diagnostic fee was charged. Ms. ******* paid the amount owed and picked up the vehicle. From our perspective, nothing was done wrong and we have attached documentation that includes her signature dropping off and picking up the vehicle. However, if Ms. ******* removes her Google Review of 1-star, in exchange we will refund her $149.95 once we have confirmed that it is no longer public.

  Ms ******* can reach out to me directly regarding this at ###-###-#### or ********@autofairhyundai.com. I can be reached this way in order to arrange payment, assuming she agrees to our suggested terms.

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the car on January 11th of this month and year. When I took it home and it sat in my garage; there were terrible gas fumes. The dealership took it to Mercedes Benz dealer next door to them after much arguing. Mercedes decided it was 2 hose leaks which were covered under Mercedes. They did tell me that I had a bad ball joint with a lot of play and asked if AutoFair inspected it. I told them they put a sticker on it yesterday and they were amazed it passed an inspection with a bad ball joint. I have asked them to help pay for a new one I’d like replaced with a shop near me but they are giving me a run around. Mercedes also told me the battery was at 2% capacity and needed replacing. They contacted AutoFair and they again said it all passes inspection and I again had to pay for a brand new battery in a car I purchased the day before. I have two garages writing invoices that the ball joint would not pass a state of NH inspection that auto fair let slide through. I also found out that it was in an accident that I was never informed of. After all of this in the week I’ve owned it asked to just get my trade back and I would move on from this lemon but they are not helping me at all. I’m getting a run around and I’m now out 1100 in the week I owned it to repair what never should have happened. Please help me.

  Business Response

  Date: 01/23/2023

  We have spoken to this customer at length regarding the vehicle that she purchased. She is claiming that two different shops have deemed the vehicle to fail a New Hampshire State inspection but has yet to provide us written documentation stating this after multiple requests. I spoke with one of the shops Mercedes of Manchester and they informed me that the ball joint did not fail New Hampshire state inspection. The vehicle was sold having been deemed to pass New Hampshire state inspection by two different mechanics here. She has sent a video showing a ball joint with play but nothing in writing. We are more than happy to re-inspect the ball joint here at our dealership and repair or replace it if we can confirm that it fails state inspection. It is our understanding that she has already paid another shop for this work. Our dealership does not reimburse other shops for work completed, especially when we cannot verify the mechanical problem. This customer has threated legal action against us and we have advised her that due to this we will not be speaking her directly unless through an attorney. I have attached a copy of the repair order showing the vehicle to have passed New Hampshire inspection prior to the sale thus meeting the requirements of the laws in the state of New Hampshire.

• Initial Complaint

  Date:01/03/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* and ******** are completing this complaint to get Autofair to be liable for selling us a defective item and not disclosing the information to us, wanting to get our money back from paying for VIP to work on our vehicle, any other amount that is owed out of pocket for repairing the vehicle, and/or paying for the loan, giving us our money back for the vehicle, and taking the car back. Further explanation of the situation is attached with all the other documents.

  Business Response

  Date: 01/09/2023

  Hello,

  After reviewing the Consumer's Complaint, we do not have an objection to the timeline of events that was provided. However, we disagree that Autofair is liable for selling a defective item and also disagree that we failed to disclose necessary information during the sale. We further disagree that the dealership is responsible for money paid to other shops, including but not limited to VIP, or are responsible for any other financial responsibilities of the owner of the vehicle.

  We have attached a few different documents from the sale. Page 1 is a copy of the State of New Hampshire Official Vehicle Inspection Report dated 9/23/2022, prior to the sale of the vehicle. This report shows that the vehicle passed a New Hampshire inspection. The dealership fulfilled it's legal obligation by ensuring that the vehicle passed both the state safety and emissions inspection prior to sale. This indicates that the vehicle's engine and emissions systems were operating as designed prior to the sale. There was nothing uncovered during this inspection that led our technician to believe that the engine had been replaced or anything that indicated to him that the vehicle was imminently going to be experiencing problems. In addition to this, there was nothing on the Car Fax Report(Pages 7 to 13) to indicate the same.
  Our dealership additionally fulfilled our disclosure requirements by having the customer sign a "Buyer's Guide" form (Pages 2 and 3) which shows that the dealership assumes no responsibility for "any repairs regardless of oral statements about the vehicle" upon transfer of the vehicle. The Buyer's Guide includes a list of "major defects" that may occur in used motor vehicles.

  With that said, the Consumer does have two different vehicle service contracts on the vehicle that can be used for repairs (Pages 5 and 6). Our dealership has not refused to inspect or repair the vehicle. We have quoted a Diagnosis fee, as this is a standard part of any diagnosis and repair of a mechanical problem. From the Consumer's statement, it appears other dealerships are also willing to work on the vehicle and there is nothing to suggest that they would not also be charging a Diagnosis fee.

  The Consumer's Service Contract coverage on the vehicle is both a 3-year, up to 125,000 mile Powertrain coverage and also a 3-year 36,000 mile Gold Powertrain wrap around coverage. Both Service Contract's are provided with TWS, Total Warranty Services of West Palm Beach, Florida. The warranty provider requires prior authorization of repairs, which may often include diagnostic time to uncover and confirm the necessary repair. These fees may be reimbursable depending on the necessary repair that is uncovered.

  Our suggested resolution would be for the customer to moved forward with Diagnosis of the problem, under the pretense that they would only need to pay this cost if it is not covered under the terms of their warranty contract. It is unreasonable for the Consumer to seek reimbursement for work done on the vehicle elsewhere, "any" amount needed to repair the vehicle, paying for their loan (we assume monthly payment?) and giving them their money back for the vehicle. We fulfilled our obligations required when selling the vehicle and the consumer is responsible for the costs they are describing. Any further disagreement about this from the Consumer's standpoint would suggest that they do not understand the documents that they have signed.
  

  
  

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The 100,000 mile power train warranty is not being honored with my 2018 Hyundai Santa fe with an engine issue… My car has 70,000 miles on it

  Business Response

  Date: 11/04/2022

  Could you please include the VIN number of the vehicle in question.

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car from autofair 9/17/2022 and arranged to pick it up 9/19. The purchase included a new england protection package, which is nitrogen filled tires for 1 yr, 1yr AAA like service, perma plate coating and a warranty on the body panels treated with the perma plate coating. I went to the dealership at 4pm to pick up the car and was met by the salesperson who informed me the car wasn't ready, not cleaned yet, and to come back in 2 hours. I went back around 7pm to pick up the car and they delivered the car to me. After the next couple of days I noticed protective coverings not removed and evidence of services sold to me not performed. I showed my evidence to the salesperson who admitted the services were not done. They gave me a form to get services done at a later time. I called the dealership after and asked to cancel the services I didn't get and to be refunded. I asked for this because I have had other instances of poor service from autofair in the past and just want to cut ties with them. I was told that's not how it works and they started getting pushy about getting my car in there to do the service I don't want from them anymore. Since then I have been ignored. The salesperson texted me that a manager will call, but that hasn't happened. I have included the sticker for the package I didn't receive, as well as supporting documents for that package, and a get ready form I was given when they admitted the services were not completed. I am asking for the whole package refunded because the appearance warranty doesn't seem valid without the perma plate being applied

  Business Response

  Date: 10/06/2022

  Good Afternoon, 

  My name is Matt G******. I am the General Sales Manager here at AutoFair Hyundai. I appreciate your bringing this to our attention and we will retrain and discipline as necessary. It seems that both the manager and the salesperson are in the need of retraining. 

  I can appreciate where you are coming from in regards to the added product on the vehicle having yet been applied. There are two aspects to the product: One is the application of a liquid that is similar to Simoniz or Scotchgard that coats and protects the interior and exterior surface of the vehicle. This portion has very little expense to it. The secondary potion is an insurance product that guarantees the vehicle against damages from various external sources and is underwritten by a separate insurance company that removes the claims process from the dealership entirely as to provide a fair and impartial intermediary to act between the dealership, the repair facility, and the client. 

  If you would like to cancel the insurance coverage portion and forgo having the product applied, we will consent to do so. PermaPlate is the largest portion of the Dealer Addendum, $1,356, as itemized on your purchase and sales agreements and contracts. The remainder of that package is split between AutoFair Rewards, a service department related loyalty program that has been enrolled for you and you will be receiving welcome packets soon, if they've yet to arrive. This program gives up to $2,000 of discounts and reimbursements over the course of ownership, as well as various benefits like rental cars, touch up paint, trade in voucher, and other things. The other additions to the vehicle are Nitrogen and Road Hazard for one year which will provide Road Hazard coverage against damages to wheels and tires for one year from purchase date. The other product is one year of coverage of deductible waiver meaning that if you were in an accident in the first year of your ownership the dealership will pay your insurance deductibles and also gives you additional Roadside Assistance above and beyond the coverages provided by Hyundai. 

  The Managing Partner and I met on the subject of your experience working the sales and finance department and the salesperson and determined that we are prepared to refund the $1,356 spent on the PermaPlate. We hope that this is a sign of our interest in keeping you as a client and please accept my sincere apology for the actions of my salesperson: I am sorry that you experienced anything that is less than an exemplary experience and if we had you feel any way other than respected, I am truly sorry. 

   

  Thank you for your time, 

  Matt G******

  AutoFair Hyundai

  General Sales Manager

  Customer Answer

  Date: 10/16/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18173617, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used car on 2/12/22 for $12,000. Since purchasing the vehicle I have had a lot of issues with it. I did purchase a warranty and was told when purchasing that that I had much more coverage than what the warranty company is telling me. I have tried to get in touch with the dealership regarding this and they have been not responding and I have tried multiple different people at the dealership and they've all stop responding to my emails. When I purchased the car as soon as I left I had a headlight out and it was suppose to have just been inspected which leads me to believe they never really did that and just put a sticker on it. I have over $8,000 worth of work that needs to be done to it and the dealership is not willing to help at all. I have taken it to another shop due to not trusting the dealership.

  Business Response

  Date: 08/22/2022

  Hello BBB/******

  We would like to assist you with the problems that you are experiencing with the vehicle. Generally, any time after the sale of a vehicle that a mechanical problem is encountered, it is required that the vehicle be inspected by one of our mechanics. We would also like to discuss the Warranty you purchased and see what we can do to either provide you the coverage that you were promised or refund you the amount that you paid for it. We are open to helping out with repairs needed, but again, would need to inspect the vehicle here to begin that process.

  Please feel free to respond via the BBB portal, or contact me directly. I know you had spoken to a few of our staff members already and you mentioned contacting a lawyer. Whenever Attorneys are brought up regarding a vehicle purchase, employees are instructed to cease communication and allow the legal team to handle any further communication. Perhaps this is where the communication ceased previously. So long as we are able to communicate with each other in a productive manner and work through this directly, I will be able to help as much as possible.

  Adam D******

  603-634-0584

  ad******@autofair.com