ComplaintsforHyundai Medford

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June of 2024 we scheduled an appointment for our suv to be diagnosed as it was giving weird codes. Scheduled weeks in advance with the dealership. After many issues and incorrect information from reception in the service department we found out our suv although under warranty needs a new transmission. Told 3 to 6 months for that to be sent so we should just cut our losses and sell our suv to the dealership and get a new car from them. Our suv we have only had since March. After getting a few low ball offers for our vehicle from the dealership we decided against selling our car and opted to have the warranty work done instead. Not only did this dealership not take care of our suv they also damaged our leather in several places. The dash, passenger seat,steering wheel, glove box, back driver seat, back driver door, and the middle seat. They also promised a full detail on our suv and when we got it, there was no detail done to the suv. We have worked with our case manager through hyundai who as of now says the dealership is not willing to repair or come to any agreement on how to get the damage taken care of and the detailing. This has been an ongoing problem since June 15th. To top it off our suv is driving worse now that the transmission has been replaced. The dealership can't do anything since I can't tell them what the cause is. There is also sap on my sunroof all over that won't come off from when the dealership had my suv

  Business response

  08/16/2024

  *********************, Service Director at Hyundai Medford contacted ****** regarding her concerns and offered to refund the customer any expense related to detailing her vehicle within the next 30 days.  She is welcome to contact us any time to gather any records she may need to facilitate the "buy back" she is attempting with Hyundai Motor Company.  

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

  General Manager

  Hyundai Medford

   

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a Hyundai elantra gt in January, 2019. All the black trim paint on the car has turned gray. I called Medford hyundai and I was told to take the car to ***************** in *******, (their bodyshop) and they would take pictures. The pictures would then be sent to Hyndai for approval, and to the service manager at Medford Hyundai. They would contact me in about 2 weeks with the results. I waited 3 weeks for a call, and then called Medford hyundai back. They told me they didn't know anything about it, but would investigate and get back with me by the end of the day. They didn't call back. Over the next few days I called every day. They always promised to call back but never did. On 2/7, I talked to a different person who said she took my orignal complaint and she would find out what was going on and call me back. She didn't . Called her back on 2/23 and she had no info but would find out what's going on and call me back. Again, no call. Called again, and was told I actually needed to bring it to Medford Hyundai so the service manager could take pictures. I was there next morning (3/23) and had pictures taken. They were supposed to call back in 10 or so buisness days, but again no call. Called again on 3/28, was told it was all submitted to Hyundai and they would call when they got an answer. Again, no call. Called again on 5/5 and was told no one was available but would get a call back as soon as someone was available. No call. It's been 4 months and they have not called me back once!

  Business response

  05/17/2023

  I would like to apologize for the lack of communication on our part.  Our Service Manager has left 2 messages to update you on the progress of your warranty claim over the last few days and has also sent you an email.  Your claim has been approved through Hyundai ***************** and the ****** **************** will be in contact with you to schedule and appointment to have your items installed once the parts have arrived.  Estimated time of arrival being 3 to 4 weeks at which time your will be getting a call from ****** ****************.

  Again, i apologize for the inconvenience this has caused you.

  Sincerely,

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

   

   

   

  Customer response

  05/18/2023

   
  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

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So my wife *********************** bought a car there in August 2022, and finance manager added extra warranty and gap insurance, unfortunately the car was totalled in an accident two weeks later. Insurance paid paid off the car and we contacted dealer to credit those extra options because they were never used and the car was completely paid off so gap wouldn't be needed. The extra warranty was was eventually credited at beginning of November but the gap is still uncredited. We have been strung along by gap and the dealership the whole time saying the other is at fault and neither one can do anything till the other does something. Meanwhile my wife went there and purchased another ***** dollar car from them without me there and didn't make them pay the 950 gap off which is unfortunate. But here we are March 2023 and she was just told by the dealer again they can't do anything for her, that remaining balance on the loan for the gap continues to get late fee after late fee and dinging her credit. I'm my opinion with the loyalty and amount of money in car purchases we made with them and how many times my wife has patiently been in contact with them since August they should do right by there customer and pay the remaining gap balance off, but no,customer service means nothing to them and they would rather string us along till it goes to collection or I pay it off myself. Very poor customer service after they sell you

  Business response

  04/01/2023

  I contacted the customer this afternoon to let them know I would help them moving forward.  The Finance Manager that was helping them no longer works for Hyundai Medford. There is a process to canceling insurance and most banks require the cancelation to go directly to them.  I will be looking into the cacelation and have scheduled a phone call with ***** to resolve her issues on Wednesday afternoon, 4/5/23.

   

  Sincerely,

   

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

  General Manager

  Hyundai Medford

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

   

  Customer response

  04/03/2023

   
  Complaint: 19881538
  
  I am rejecting this response because: the new sales manager did the same as the old one, told ** to go back to gap and file a claim, *** had ** file a claim, then told ** to cancel the claim so he could credit ap just like he did with *************** warranty, now they want ** to file another claim with them that will be denied because now the payment to the finance company is past due by 4 months because we are not paying for something that was supposed to be canceled by the dealer 4 months ago. Let's be clear the only thing left on the loan balance is the charge for the gap service itself,everything else was credited by dealer and paid by insurance.gap should be credited just like the extra warranty was,I shouldn't have to file a gap claim when the only charge left is the cost of gap itself,they would basically be paying themselves. This is so insanne,*********** the gap and give it to iq credit union so this can all end.
  
  Sincerely,
  
  ***********************

  Business response

  04/11/2023

  We understand that the customer has a balance on her loan that the insurance company did not pay off.  We have helped her file a GAP claim to pay off the balance of her loan (that is why she purchased the policy).  it is not the dealership's responsibility to pay off the balance of an individual's car loan.  if there is additional help ***** needs, we are happy to help in any way we can.

   

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

  General Manager

  Hyundai Medford

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

  Customer response

  04/17/2023

   
  Complaint: 19881538
  
  I am rejecting this response because: The remaining balance is not part of the car loan,the only remaining balance on the loan is the charge for the gap insurance itself. Everything else was 100 percent paid except the gap insurance charge itself.that should have been credited by the dealer just like the extra warranty for **** was credited by dealer as it was never used. So this response is just silly, why would gap make a claim for a charge that is 100 percent there own fee. It should have been credited by dealer just like the extra warranty was that I also purchased , but this dealer does not want to take responsibility for there former employee bobs mess up. Typical dealer.
  
  Sincerely,
  
  ***********************

  Business response

  04/20/2023

  The GAP coverage is still open to cover the remaining balance of the loan.

  **** and ***** (finance manager), submitted the claim to pay off the remainder of the loan.

  A remaining balance is not the dealership's responsibility, it is the responsibility of the customer and / or any additional insurance to pay off any remaining balances.

   

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

  Customer response

  04/21/2023

   
  Complaint: 19881538
  
  I am rejecting this response because:
  
  Sincerely, the gap insurance should have been canceled by your finance manager at the same time as he canceled the extra warranty coverage we also purchased after the car was totalled in august. He said he was doing it but he didn't and only did the extra warranty which was canceled and credited from the dealer. If your finance manager would have done what he was supposed to do we wouldn't have any balance now. But again like a broken record the only bal remaining is the cost of the gap itself because it was never canceled by the dealer back in August when it was supposed to be. So continue to deflect responsibility of your former employee but it won't change the fact that this would not be an issue if he had dine his job and not string ** along for 4 months.
  
  ***********************

  Business response

  04/26/2023

  The only reason the *** was not canceled was due to the balance of your loan.  Evidently we have a lack of communication.  If the *** is cancelled and there is a remaining balance on your loan, the cancelation will go toward your balance owed.  Keep in mind, the cancelation is prorated based on how many payments remained on the loan.  The reason we asked you to submit the *** claim, was to ensure that your loan was paid in full by the *** you had purchased.  If you would like to roll the dice and hope that the cancelation amount covers the balance, we are more than happy to do that for you.  We have discussed this several times with you, and each time you had told ** that you would file the claim.  I will have ************************* call you today and do the cancelation, even though it probably is not in your best interest.

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

   

   

  Customer response

  05/01/2023

   
  Complaint: 19881538
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** as of this message I have not received *****s call but I am waiting because yes I want it canceled. The amount of the cancelation credit should be the amount that was charged on the loan ,no car payments were ever made because the car was totalled 2 weeks after purchase and everything was paid off and credited except for the cost of the gap itself. So yes please have ***** call me and cancel the gap so I can end this nightmare already. I just want you to cancel the gap so the cost of it can be credited please please please.

  Business response

  05/06/2023

  I had ***** call and schedule a time with ***** to come in today to cancel.  

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 22,2022 purchased a 2020 Hyundai Elantra from Medford Hyundai in ******. On July 8,2022 vehicle was taken into shop due to check engine light and took it into Hyundai of ********* which is close to my home. Was told it was fixed and on August 9,2022 went in for same problem and was told car needed new transmission and was replaced. On 11/9/2022 car went back for same issue and was told transmission was bad again so it was replaced a second time. On 12/7/2022 went back and was told again transmission was bad so replaced for a 3rd time. On 2/9/2023 car was back for check engine light again. Each time vehicle was in the shop for several weeks. Dealership said for me to return the car and they would make it right but when I tried to get another vehicle they wanted more money down which would increase my monthly payment by $150-$200. They did not keep their end of the bargain so now I am dealing with the same issues as before and they cannot seem to come to a conclusion as to what is wrong with this car. I feel they sold me a car that had issues and are not willing to make it right.

  Business response

  03/18/2023

  I have been in contact with *****'s daughter *** for several months now regarding her vehicle.  ***** lives in ********** and the dealer had replaced three transmissions in her vehicle under warranty, yet she still had the same issues with the vehicle.

  We made plans for her to come to Medford and have the opportunity to trade her out of the vehicle she was having problems with, or, have our shop diagnose what the problem is.  The ********** dealer had her car for almost 4 months and she had the same issues after repair.  We have only had the vehicle for 2 days and will probably need at least a week to diagnose the wiring and possible computer issues in the car (rodent damage, miss routed wirning, etc.).

  We ended up paying $3,000 over market for her vehicle in trade toward a brand new 2023 Hyundai Elantra. She is driving her new vehicle home to ********** today.

  I agreed to keep her informed on the diagnosis on the vehicle she traded in because we are both wanting to know what the actual issue is.

   

  Sincerely,

   

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

  General Manager

  Hyundai Medford

  Customer response

  03/23/2023

  I am writing to let you know my complaint #******** has been resolved. 

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my hyundai ioniq in for service on 12/27/2022. Because my car is a hybrid I could only take it to this dealer for service. My car ended up needing a whole new wiring harness due to rodents. No fault of vehicle manufacturing. This dealer has been sitting on my car for 2 months. It has taken numerous calls from myself and my insurance company to get needed paperwork and pictures for the claim. My insurance has paid the bill and they are just sitting on my car without doing anything for the last 3 weeks. It takes numerous attempts to get a response on the status of my car. They just keep telling me it will be done next week. I would like assistance getting my car completed. I would also like to warn others not to take their car to this mechanic.

  Business response

  03/10/2023

  The vehicle repairs are completed and waiting for the insurance to pay in order for customer to take delivery.

• Initial Complaint

  11/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our son's Hyundai Sonata towed there on Oct 31, 2022. He was traveling when his car, under warranty, broke down. They told us they would diagnose within the week. We had to get him a hotel and a rental car as we live **** miles away. They still have not looked at his vehicle, and are no longer returning repeated phone calls. We had to fly our son home without his vehicle, and he has a lot of personal belongings still in the car. This is intolerable. At the very least they could ship his car back to ** in ************** at their expense. We are already out thousands of dollars at our expense.We have tried to reach management with no success.

  Business response

  11/23/2022

  I apologize for the lack of communication during your vehicle's stay at the dealership.

  Our Service Manager, *********************** reached out today and had a conversation with **************** letting him know that the vehicle is now running and operating properly, yet we would like to have it for a few more days to allow more distance during the drive cycle and road test.

  We are in communication with Hyundai ********** per the customer's request to see if they will facilitate shipping their vehicle back to ************** from ******.

  The customer needs to understand that ********************** works on a daily schedule based on appointments for all services and are currently scheduling January, 2023 appointments.  We try to do work-ins, waiters and drop offs where we can, but, can not guaranty a diagnosis on a vehicle brought in outside of our full day schedule.

   

  Sincerely,

   

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

  General Manager

  Hyundai Medford

   

  Business response

  02/21/2023

  **************** needs to contact *********************** at **************.

  His claim should have been paid by Hyundai Motor America.

  We need to communicate via phone or email, not through the BBB.

   

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

   

  Customer response

  02/22/2023

   
  Complaint: 18439194
  
  I am rejecting this response because: we received a partial reimbursement. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My initial complaint is that on Tuesday August 23rd I picked up my car from Medford Hyundai under the impression that they were giving me my motor for free. Yesterday (September 15th) they called me asking me for over $3,000.00. I had initially agreed to put in the motor for $3,300 and was told it would be done in June after leaving the car there in February. From May through September my calls were not answered or returned until I started saying I was going to file a complaint with BBB. I not only had to buy a new cheap car but had to pay $700.00 to get it back on the road since it took so long to get my original car back. Due to this and other problems that I had throughout this process I requested a discount which they said would be considered and then again refused to return my calls about. On the day they told me the car would definitely be ready I called and asked what my bill was, they still could not tell me but told me the person who called to tell me my car was ready would be able to.When this man called me I asked what I owed and he told me that I don't owe anything. I assumed this was because the company finally felt bad after months of bad service. Again when I came to pick up the car, I was told it was free and that I didn't owe anything. Yesterday they called me and told me an employee made a mistake and that I owe them thousands of dollars. Is it legal for them to release my car to me telling me it is free and then call me asking for thousands of dollars? There was not enough room in this message to cover all the other extremely sketchy things that happened throughout this process. There were also multiple instances in which it seemed like they were lying to me and changed their story.

  Business response

  09/27/2022

  When ****************** originally brought her vehicle in, she was told that her vehicle was not covered under any warranties or campaigns and we would submit her claim to Hyundai to see if they would "good-will" the engine work that the vehicle needed.

  Hyundai allowed a 65% coverage on the vehicle, which would equate to a 35% cost responsibility to the customer.  The engine replacement totaled $9,802.07 of which, $3,430.72 would be ********************** responsibility to pay.  The original estimate was $3,300 for her part of which we agreed to honor and forgo any difference.  Upon putting her vehicle back together, the service manager (*****************************) noticed that the Catalytic converter was 75% cracked and would not be acceptable to re-attach to a brand new engine exhaust because we would end up seeing the vehicle again for check engine lights and the possibility malfucntion.

  Hyundai agreed to cover the converter at the same rate of 65% and we ordered the part without consulting *******************  When ****************** was told that we had installed the new converter, she refused to pay the difference.  Due to Hyundai Medford not getting authorization prior to installing the converter, we agreed to pay the 35% not covered by Hyundai "good-will" for a total of $700.00.

  ****************** knew she owed $3,300.00 when she picked up her vehicle.  She took delivery of her vehicle from ***************************, a new service advisor who only saw that the bill was for warranty and did not notice the balance owed.  It was a simple error on his part, but does not negate ****************** from the amount she still owes Hyundai Medford.

   

  Sincerely,

   

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

  General Manger

  Hyundai Medford

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

   

  Customer response

  09/29/2022

   
  Complaint: 18035693
  
  I am rejecting this response because:

  I was told my car should be ready in June. All through May and June Hyundai refused to answer my call or give me a call back. After weeks of trying, my call was not returned until I told staff that I was getting ready to make a complaint through BBB. At this time I was put in contact with ********************* who told me he would be my only point of contact from this point forward after having so many is***s with this dealership. At this point the cheap car I had bought to keep me on the road needed a new radiator and I could not afford to fix both cars. *** told me he would get me a discount on the $3,300 that I was told would be my final price (not a quote because I would not agree to having an engine put in without knowing the final cost of it). At this point *** stopped returning my calls and had others return them to give me updates on my vehicle.

   

  When I was finally given a date my car should be ready (8/22), I could still not get a final answer about the price. When I called the morning of 8/22, the woman I spoke with told me the person that called me to tell me my car is ready would have the final price for me. When this man called me and I told him I was upset at still not knowing what I owed, he said that I did not owe anything. The following day when I picked up my vehicle, I was again told that I did not owe anything. After having so many problems with communication with hyundai and the motor defect being their fault in the first place, I assumed they were finally making things right and comping the motor. If anyone at this store did their job correctly none of this would be an is***.

   

  Rather than having a conversation the general manager *********************** aggressively spoke over me and wouldn't listen to a word I had to say. He also threatened to *** me for the catalytic converter that he admits to not asking me about putting in my car which is all on recording. My purpose for speaking with him is to find out how he can send me to collections when I never signed any paperwork with them. This question was never answered.
  

  Business response

  10/06/2022

  ****************** was sent a demand letter and a copy of the signed repair order by mail.  In the conversation we had, she did not want to listen to any options.  She was told before the repairs were made that she was responsible for the $3,300.00 as her portion and agreed to the repairs.  She was told that if legal action was to be taken, she would be held accountable for the whole amount of the repair bill.  

  *** bill has been paid and the person who paid the bill stated that he knew there was a balance, and paid it in full.  I apologize for the lack of communication, but, we were held up by Hyundai for an extended period of time working to get the approval for the repairs.  

  We have all new people working in the service drive and it was an honest mistake delivering the vehicle without collecting the amount owed.  *** service advisor delivering the vehicle saw that it was a warranty claim and looked no further to see if there was customer pay attached.  Even though the vehicle was delivered and the balance was not collected at that time, it does not negate the fact that there was a balance due.

  In conclusion, the customer knew she had a balance due, left the dealership believing that she wouldn't have to pay since the money was not collected at the time and was upset that we followed through to collect the balance due that all parties had agreed upon.

   

  Sincerely,

   

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

  General Manager

  Hyundai Medford

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

   

   

*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. ↩