ComplaintsforHyundai of Newport

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2-11-24 I was driving with my children on the highway when my 2018 hyundai Tuscon stopped accelerating. This car was up to date on service and there was no warning lights. I was then on the side of the highway with multiple small children in the car, and had to do a dangerous car transfer to get them to safety . The car was towed to a local shop where i was informed my engine seized without clear warning prior to needing an oil change. The car was then towed to hyundai of middletown on 2/12/24 at 3 pm. This is where any form of humanity ends. From the beginning my family and I were brushed off, denied warranty coverage, and quoted $8300. Corporate was contacted and useless, they also denied coverage and denied assistance due to this car having the engine listed under the class action law suit. My family and I were denied copies of the report sent to corporate, and then when questioned again about report we were told it would be placed in the car prior to transport. The report was still not in the car. I am still without a working car. This was my third Hyundai and I have dealt with the dealership many times in the past. I am disappointed, and bewildered. This car put my children and I in danger and this dealership/corporation couldnt care less. I will never purchase from them again.

  

  Business response

  02/26/2024

  We( Hyundai of Newport)received the vehicle by to truck on 02/12/24.
  We have one service visit prior to this tow in, invoice# on 03/29/21 at ****** miles
  
  The vehicle is currently 74 months old ,with ****** miles.
  
  Current owner is not the original owner. 
  2nd owner warranty is 5/yrs. or ****** miles whichever comes first.
  Vehicle is out of both warranty parameters.
  
  We supplied necessary documentation and videos of affected vehicle components.
  HMAUSA reviewed the information, as it pertains to the Engine Warranty extension TXXM.
  
  This is HMAUSA response :
  
  THIS PRIOR APPROVAL REQUEST WAS REVIEWED AND BASED ON THE INFORMATION PROVIDED;HMA IS DECLINING TO PROVIDE ASSISTANCE DUE TO THE MALFUNCTION BEING OUT OF WARRANTY CAUSED BY THE **** IN SERVICE AND MILEAGE OF THE VEHICLE. NO GOODWILL ASSISTANCE IS BEING OFFERED AT THIS ****, THANK YOU.
  
  An invoice was sent to the customer's home by mail, due to the customer having a tow company pick up the vehicle from our dealership.
  
  Thanks
  *******************

  Customer response

  02/26/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  If hyundai dealership and corporate are denying goodwill due to me not choosing to have service done at the dealership then I should have been asked to supply records of service from other locations to determine goodwill
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Newport Hyundai 10/12/2023 I paid over $1,000 between labor and parts.Newport Hyundai diagnosed my car as having a clogged Turbo intercooler and leaking oil from Valve cover gasket.They stated valve cover gasket and intercooler were replaced (valve cover gasket covered under warranty with $100 deductible...intercooler not covered under warranty and paid out of pocket)I dropped car off at 1pm EST on 10/12/2023 and was picked car up at 5pm EST after service department stated vehicle repairs were complete.As soon as I left parking lot the car was making weird noises...I went back to dealership, but service was already closed for the day...I called, but no one answered and no way to leave voicemail.I drove the car 45 minutes home and smelled burning oil most of the ride also as well as this terrible noise coming from front end of car.I inspected vehicle when I arrived home and found that my car was damaged in front bumper (no damage previously) and part of front bumper was rubbing ground making loud noise.I opened the hood and found oil spraying on my underside of my hood and my engine was covered in oil.I called Newport Hyundai back the following morning at 8:30am EST on 10/13/2023 and have been going back and forth arguing with them for hours to pick up my vehicle (they asked me to drive it back in 45 minutes away while leaking oil in its current condition)...I refused as I do not believe the vehicle is safe and finally stated a tow truck would come within 30 minutes to pick the car up...I called numerous times and left voicemails as no one answers their phone and car was finally picked up by tow truck at 1:45pm EST (**** hours after...most of the day is gone so I doubt I will get my car back today or anytime soon)My car is in worse condition than when I originally dropped it off...I want the repairs done correctly and tested to verify they were actually done and I'd like my money back for the hassle and inconvenience and complete failure by dealership.

  

  Business response

  10/16/2023

  ************** contacted the service department on 10/13/23. He informed us of the concern. We agreed it would be best to have the vehicle towed. I informed the customer that I would contact the tow company and that they would call when they were heading out to retrieve the vehicle. The tow company is located in Middletown the customer was in Warwick. It was never stated "it would be retrieved in a half hour", which is logistically impossible.
   After receiving the vehicle, it was inspected and found the valve cover gasket was leaking. We removed and replaced with new. We cleaned the affected area.
  Inspection under the vehicle showed signs of previous damage to underside of bumper. There were clips missing from inner fender liner. We reattached as needed. Vehicle was washed and had a quick vacuum for the inconvenience.
  Customer was texted with updates to the vehicle and responded the same day of the incident.
  Unfortunately, things do happen. The customer was never charged for the tow, any parts needed or complimentary wash.

  Customer response

  10/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

  Any time referenced below is from call logs in my cell phone.
  
  -Car was originally brought in at 1pm on 10/12/2023 due to valve cover oil leak and clogged turbo intercooler requiring replacement.

  -Car did not have any damage to front bumper and rivets were not broken nor was my front dampener plastic hanging on the ground and dragging when I dropped my car off for repair.

  -While I was told the valve cover was leaking no oil was ever found in my driveway or seen anywhere I park and my engine and hood had never been covered in engine oil.

  -I was called at 3:52pm stating repairs were complete and my car was ready to be picked up.

  -I arrived at 4:58pm to pick up vehicle still on 10/12/2023 and I had just starting driving out of dealership parking lot as my car was  making weird noises from the front and smelled like oil.

  -I drove home since I was told the dealership was closed already and checked my car out when I arrived home.

  -My engine had oil spewing into the hood and all over the engine itself...the hood was dripping oil also.

  -I looked under the front bumper where they stated the intercooler was located behind and I saw the black plastic dampener hanging down to the ground (which was part of the noise I heard driving home) and I saw 2 rivets that were completely destroyed/damaged...impossible to have put the bumper back together without causing/knowing this damage was there and allowing your customer to step into an unsafe situation.

  -I tried calling the dealer back when I arrived home at 6:06pm but no one answered and I left a voicemail.

  -I called Friday 10/13/2023 at 8:31am and spoke with J.R. the service rep whom stated I should drive the car 45 minutes back to them in its current condition.

  -I didn't deem this as an acceptable response and asked for his manager...he sent me to Service Director ********************

  -I went through everything that had happened to **** as J.R. did not explain my situation to his manager and **** asked me to drive the car in also.

  -After I advised I did not feel safe driving the car in the current condition I had already described it in...he stated someone from ***'s towing would reach out to me within half and hour to let me know when they would be picking up the car.

  -I called **** back an hour later at 10am then 3 hours later at 1pm then I finally received a call at 2pm stating my car was picked up at 2pm.

  -I received a text from **** at 11:58am stating the tow company was running behind...3 hours after I had initially spoken to him on the phone...and probably because I was leaving voicemails as he wasn't answering the phone.

  -At 4:46pm I received a text from **** stating that he apologized for the tardiness of the tow company which is out of his control and the valve cover gasket folded when it was installed. They also replaced a "missing" fastener on the lower shield. 

  -He also stated that he apologized for the inconvenience and the car will be ready for 9am on Saturday as it is being washed and vacuumed as a courtesy.

  -I lost a day of work to this nonsense and wasted plenty of time/money driving back and forth for a faulty repair and damages to my vehicle

  
  -My compensation for damage to my vehicle amounted to a car wash and a vacuum...solid customer service after damaging your customer's vehicle...how about refunding the repair you botched or fixing the damage to my front bumper you caused?

  
  -My car now smells like oil (never there before) and I'm thinking of bringing it elsewhere to see if anything was repaired correctly the 2nd time. (Further money out of my pocket at no fault of my own)

  -I also called the ** *************************** and left him a voicemail...he returned my call stating he was not aware of anything because he didn't work that day...I explained the situation to him and he continued to advise me that he was off on Friday 10/13/2023. 

  -I called as a concerned customer with a damaged vehicle that was brought in for repairs in his service department, but he wasn't there that day so it doesn't fall under his accountability.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 vehicles from Newport Hyundai over the last 3 years. One had received an offer of 2 free oil changes per year. I had a problem with my last oil change and I spoke with the manager about it and nothing was done. I then filed a review on Hyundai's web site about it, and apparently it ruffled feathers. A few days later I received a call from the internet manager that Hyundai thinks I should go elsewhere for my service because I have been a problem for them. I asked about my free oil change offer they gave me for the purchase of the vehicle and the service manager said there was nothing in writing and it was their courtesy and they don't have to honor it anymore, and hung up on me.

  Customer response

  12/31/2022

  I have not heard from the business in response to my complaint. I purchased my vehicle December 2019 and received a lifetime of 2 free oil changes per year. I asked for consideration of being 5 days over for one of the oil changes and was told by the sales manger that he would have my charge removed. Never hearing anymore I sent an email to the internet manager about it. He sent me a message saying he would look into it. Again, not hearing anything I submitted a review on their website regarding my situation. A few days later he called me back and left a voicemail (which I have saved) and informed me that he, the sales manager and service manage think I should take my service business elsewhere. I called the service manager questioning he decision since he wasn't involved in the original discussion. He stated that they were upset about the what he called "negative" review and argued with me after I inquired about my VIP service, then hung up on me.  I have since filed a complaint with the ************************* and reached out to Hyundai corporate for assistance on this matter. It appears that my honest review of the situation regarding my free oil changes and being told to go somewhere else is totally unfair and a violation of their sales agreement. Note: This is the second Hyundai I have purchased from them too. 

  

  Business response

  01/02/2023

  Hyundai of Newport gives out, as a curtesy, 2 free oil changes per year for our new car customers. Attached is a document that customers sign acknowledging the 2 free oil changes per year and the fact that there is no monetary value placed on these oil changes. **************** became very upset over the fact that he booked his 3rd oil change for the year in December and therefore it did not fall under the 2 free oil changes per year. program. He would have had 3 for 2022. We informed **************** that the 3rd oil change he performed in 2022 was at his expense. **************** became very upset and was demeaning to the service staff. After that interaction with the service staff, we said to **************** that it would be best if he serviced his vehicle elsewhere as his actions made several staff members upset. 

  Customer response

  01/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

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

   

   I did not demean any staff members.  I was speaking with the service manager and he hung up on me. Taking my services elsewhere violates their agreement of allowing me two free oil changes which was part of the vehicle purchase agreement. I paid for the 3rd oil change because I was unaware of my dates of getting two free changes, so I honored my mistake. I was trying to seek forgiveness of doing one the year before and then three the following year because of the dates. I understand it was my mistake and I accept that, but to deny me future services is unfair and unethical. 

  

  Business response

  01/11/2023

  Attached are 3 documents relating to **************** situation. One is a copy of an email about an issue **************** had with Hyundai Motor Finance. If you notice, the email is dated 2/5/2019 and there is a word in the email that described **************** behavior as irate, which is circled. For many years, **************** has come to the dealership and conducted himself in a disruptive manner and has been difficult with the staff. How long should we allow this to continue? Also, I have 2 copies of the free oil change policy which lists ************************** vehicles vin numbers and his signature acknowledging the policy has no value. I have retained attorney ************************* of ********** ** (*************************************************************************************.) to respond to the Attorney Generals complaint **************** filed and I will send a copy to the BBB. Please let me know what else is needed. Once our attorney's review the documents and advise us on a course of action, I would be more than happy to update the BBB. 

  Customer response

  01/12/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

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

   

   In response to this answer I must say as you can see Newport Hyundai in answering this current issue took a letter that the manager wrote to his company's headquarters regarding money owed to me out of context. It shows that the manger sent a letter to Hyundai Corp of ******* on my behalf regarding another trying to resolve it for me. His description of me as "an irate customer" was because HMC was dragging their feet on repaying monies owed so he sent a letter to assist me. I don't know who sent this evidence to you, but they need to see that they are misinterpreting the facts. I also found they documents they provided indicate that an agreement was signed by myself and Newport Hyundai regarding the oil change program and now they don't want to honor it.  It may have "no cash value", but it is still a contract for a specific entitlement. I think this response indicates that Newport Hyundai is grabbing at straws to cover their decision not to honor a contract.  If I was an irate customer back in February 2019 just after I purchased my second Hyundai from them, then why didn't they stop me then. Categorizing me as an irate customer is a form of slander in my eyes. Thanks you

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