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:08/05/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 8/2/24 Stivers provided written offer for 2023 F150. I accepted and provided a $5K deposit to hold over weekend because GM had taken the vehicle home and it would not be available until Monday 8/6/24. on 8/5/24 Stivers increased their offer to $60.124K. I rejected this increase and requested they honor the offer price from Friday 8/2/24. Stivers refused to go back to offer.

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 3/29/24 I took my car to Genesis of Columbia due to Air Conditioning not working. They replaced a hose, recharged freon, and informed me that I also had a small coolant leak which would cost approximately $1600 to fix, and that if I did not fix it I would just need to keep an eye on the coolant level. I got the car back on 4/15/24 and paid them $1272.41 for the A/C hose replacement, freon charge, and an oil change. Four hours later, my A/C was not working again. I took it back, and was informed they would not look at the car again until I fixed the coolant leak. The coolant tank was full, so it had nothing to do with the A/C. I asked them to just check the freon and they refused. I took the car to Genesis of Greenville on 4/18/24, who informed me I did have a minor coolant leak, but it had nothing to do with the A/C as the coolant tank was still full. They recharged the freon for $783, checked for leaks and found none. The A/C has worked fine since, I add a pint of coolant about every 3000 miles. I filed a complaint with GenesisUSA Customer Service requesting a refund of the $783 spent for the second recharge. They denied the claim because it was not "under warranty". I feel that Genesis of Columbia owes me at least a refund of the repeated freon charge, since theirs lasted four hours and failed. Since I had to drive 100 miles away to get Genesis service, I am replacing that car with a brand that I can get serviced locally.

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2018 White Hyundai Sonata in April 2021 from Carmax, Columbia, SC. I noticed paint peelings at the end of 2022 and reported this issue. I started out at Hyundai on Greystone, Columbia, SC with pictures taking with no results after waiting for a solution. I was informed after 3 months that they don't handle these complaints and that I would have to seek Hyundai, Farrow, Road, Columbia, SC. I had to get pictures taking and they were lost and had to get pictures retaken. I also had to do the leg work and get three estimates for the paint job. I submitted the estimates with no result. I have been in contact with Corporate via email with no results. I have made several in person appearances with no results and no return phone calls. I've been passed off to three Service guys with no results. I was informed in the later part of 2023 that they will not be scheduling anymore appointments until January 2024 for paint issues. Its March and no one will call me back and I have showed up once so far this year. I have the recall paperwork for 2018 White Hyundai Sonata.

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Poor Workmanship for the repair of low pressure pump using zip ties as the method of connection. Summary of Issues 1. Original Repair - March 2nd, 2023. The cost of the repair was $2,682.73. This included both the high pressure pump and the low pressure pump. 2. Had multiple issues between March and July until it became much worse. 3. 2nd Repair - July 26 dropped off and picked up on August 4 - and replacement of low pressure was $1,143.57. It should have been under warranty, but Stivers claimed that I got bad gas which caused the pump to fail. Actually the pump did not fail. 4. On August 4th, when I picked up the car. All of the gas leaked out after driver for 5 minutes. Could have been catastrophic accident. 5. On August 5th, pickup car again and leave parked. 6. On August 6th, driver home to Simpsonville SC and the exact same issue is present. Reference documents for details of issue. 7. On August 7th, take to Dick Smith Hyundai in Greenville SC and then buy new car due to 5 months of issues with car's reliability. Receive car from Dick Smith that the root cause of the problem is connection of the low pressure pump was by using zip ties instead of proper Hyundai connector. 8. Contact Hyundai corporate and after several weeks, Stivers pays Dick Smith to perform the correct repair. However, this still does not address the additional payment of $1,143.57 for replacement of the low-pressure pump (which was not bad, and should have still been under warranty) as the root cause of the problem was poor workmanship when originally installed in March (using zip ties!) and then repeated again in August.

  Customer Answer

  Date: 09/21/2023

  Desired Results:
  I should be reimbursed $1,143.57 because poor, nonsensical workmanship is the root cause of the problem that I consistently experienced with my vehicle. Additionally, the treatment I have received and the inconvenience it has caused do not reflect the Hyundai Company vision which states that “We are here to do the right thing for humanity”. The actions of the company were not right, and I should not be the one to suffer the consequence of an unwarranted cost.

  Summary of Issues

  1. On Wednesday morning March 1, 2023, when driving from Columbia SC to Simpsonville, SC – I experienced a loss of power while on the highway. The symptoms were the inability to drive faster than approximately 45 miles/hour. I was able to pull off the highway (I-20), and after a couple of minutes, I drove my Hyundai 2013 Sonata to the Stivers dealership. Based on their investigation, they stated that both the high- and low-pressure pumps were bad and needed to be replaced. The repair was done on Thursday, March 2nd. The cost of the repair was $2,682.73.

  2.  On Friday, March 17, 2023, while on a family trip, I got a check engine light indication. I sought the help of Asheville Hyundai. The issue was determined to be code “P0456 – “very small evaporation leak”. The dealership stated that the cause appeared to be a leak from the gas cap. This appeared to correct the issue. The cost of the repair was $213.53.

  3.  On Monday, April 24, 2023, the “check engine light” came on again. I purchased a Diagnostic tool and since it was the exact same item – “P0456 – very small evaporation leak”. I reset the code with the device. The cost of the Diagnostic Tool was $72.07. I had trouble starting the car as well as the check engine light.

  4. On Thursday, July 20, 2023, after driving for 30 minutes I was not able to restart the car again for 20 minutes. Once it started, I drove the car to Dick Smith Hyundai and left the car for them to determine the cause. They were unable to determine the issue.

  5. On Friday, July 21, 2023, based on some analysis, I determined that the problem required driving for at least 30 -40 minutes and when stopping or going at low rpms (below 1,500 rpms) it would stop working. I also determined that I could keep it running by placing in neutral and revving the engine greater than 1,500 rpms.

  6.  On Monday, July 24, 2023, I took it back to Dick Smith Hyundai and they were able to determine that the low-pressure pump was not meeting the required pressure. I told them that I expected that it should be under warranty since it was just replaced at Striver on March 2, 2023. They stated that they could not honor the warranty because each Hyundai dealership is a separate entity.

  7.  On Wednesday, July 26, 2023, I took it back to Stivers Hyundai in Columbia. They evaluated the issue and stated that it was the low-pressure Fuel pump. They also stated that it was NOT under warranty because I had gotten bad gas (meaning debris) which caused the low-pressure fuel pump to be damaged. I did not believe that their diagnosis was correct, but I felt I did not have much of a choice as I needed my vehicle. Therefore, the low-pressure fuel pump was repaired based on their diagnostics.

  8.  On Friday, August 4, 2023, I picked up the car. The cost of the repair (2nd time replacing the low-pressure fuel pump in about 5 months) was $1,143.57. While driving for less than 5 minutes, the car began to stall, and I was forced to pull into the median of Clemson Road. I exited the vehicle to find gas leaking out! I called the dealership, and a Tow truck was sent to pick the car and myself up. On Saturday, August 5, 2023– I received a call that the car was ready to be picked up. I picked up the car and then left it parked on Saturday. 

  9. The next day I drove the car from Columbia SC to Simpsonville, SC. After arriving in Simpsonville, the symptoms had not changed. I was extremely aggravated by the situation as I took the necessary steps to ensure that the car was in good working condition including fixing the same issue twice and paying for a repair that should have been under warranty.  However, the problem was not the pump – but was poor workmanship.  Poor workmanship when installed in March was the original root cause and then duplicated poor workmanship in July by Striver Hyundai.

  10. On Monday, August 7, 2023, I took the car to Dick Smith Hyundai to evaluate the problem. Dick Smith Hyundai determined that the root cause was the installation of the low-pressure pump with zip ties.  Imagine that, why would any professional organization install a pump using zip ties.  The potential failure using zip ties, could have enabled gas to spray against a heated catalytic converter could have been catastrophic to say the least!

  11.  Due to multiple issues, I was forced to purchase a new car. I subsequently filed a warranty claim with Hyundai corporate. Stivers Hyundai of Columbia paid for the correct repair to be conducted by Dick Smith Hyundai of Greenville SC.  However, this still does not address the additional payment of $1,143.57 for replacement of the low-pressure pump (which was not bad and should have still been under warranty) as the root cause of the problem was poor workmanship when originally installed in March (using zip ties!).

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Please note that attached letter and documents includes in full detail the matter of this complaint, please review. The problem is in March of 2023, I paid $3200 in repairs that were to address the issues my car was having at that time. As soon as I left the parking lot that day, my car begin to shake intensely, at the light right beside the dealership, after it had been "repaired". This was not an issue my car had previously, so I had to turn back around to the dealership and was told a belt was loose. On May 12th, 2023, my car had the same issue, only this time it was much worse and I was concerned that my car was going to stop in the middle of the road so I had to pull over and be picked up. For the sake of characters remaining, I will abridge, but please see letter and documents for full explanation. My car was then towed to Hyundai to be assessed since they were the last to have my vehicle, and I was told that I would now need to pay $300+ to repair issue which would only take one hour. The following day, I was then informed it would take two hours to repair, and then I was contacted immediately after to be informed that when they placed did the repair, when they turned on the car all of my wires melted, so they would then need to keep my car overnight. When I attempted to inquire regarding a loaner car in the meantime, I received no response after multiple calls. I was then informed that they were now preparing an estimate, which I did not understand at that time because how had I transitioned from an hour repair to now having an estimate. When I was finally contacted by Hyundai staff, the estimate was for $9000. I believe that negligence occurred in this incident, but to date Hyundai has had no accountability or response to what occurred. I was to receive a call from Mr. Tanner, the dealership owner the following day, and still have not received a call to date, nor any resolution to this concern. Again, please see letter and witness statements for full extent of the matter.

• Initial Complaint

  Date:12/15/2022

  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.

  Stivers Hyundai located on 9950 Farrow Rd Columbia, SC 29203, ran a diagnostic on my car, initially said they didn't know what was wrong, and later said the diagnostic code was for a crankshaft position sensor and that it would cost $745, because it's not covered by warranty. When I explained that my car has had this on going issue since Hyundai installed a new engine, they could place a service order for Hyundai assistance they refused to do it. When I price matched the cost of changing a crankshaft it was only $222-245, also they recommended changing the Camshaft and oil change at the same time because they go hand in hand. This Hyundai refused to fix my car and work with Hyundai corporation for an approval and lied about the overall mechanics of my vehicle.

• Initial Complaint

  Date:09/30/2022

  Type:Product 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.

  Vehicle delivered to Stivers Hyundai August 12, 2022. Motor was replaced and we picked the vehicle up at Stivers on august 30,2022. The vehicle had a busted windshield and damage to the liftgate. We asked Stivers to repair the damage that was done at their dealership, and they refused. The estimate to repair the damage is between $2800.00 and $3200.00. The tow truck driver stated that to the best of his knowledge there was no damage to the windshield or liftgate when he delivered the vehicle to Stivers.

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/09/30) */ we disagree. unlike the tow driver that says "to the best of his knowledge" we documented the damage on the car when it arrived. We have no idea what happened to this car but the damage was present when it arrived. We will not be paying for these damages. Im sorry. Consumer Response /* (3000, 7, 2022/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) My wife and I saw our car on August 30, 2022 in a parking space at Stivers Hyundai. We walked right by it. There was no damage to the liftgate and the windshield was not busted. When we picked up our car September 9, 2022 we talked to the Service Manager and when he saw the damage on the auto, he acted surprised. We asked him at that time if they had inspected the vehicle when it arrived and got no answer. We asked for a copy of the inspection if one was done, we were ignored. We asked him if they had video surveillance in the parking lot and got no answer. I think any documentation Stivers comes up with at this point would be questionable at best and probably fabricated. I thought we were dealing with a reputable company. Obviously I was wrong.

• 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 had my front axles replaced at Hyundai Stivers on 11/8/2021. At the time, I had an extended warranty that covered the repairs. I was advised that the repairs were covered for a year if anything goes wrong. I went back 8/4/2022 because I was experiencing the same issue. Originally, they told me it would be $1700 to fix it, but when I mentioned this was just fixed not that long ago, they told me it would now be around $805 for labor. I was informed that the part is covered under warranty, but not the labor because THEY used an aftermarket part. I was told had they used an OEM part, the labor and part would have been covered. The dealership is blaming the warranty company for THEM using the aftermarket part. I have spoken with the warranty company they advised that they covered what was billed to them. I spoke with the general manager ***** who advised me to file a complaint with Hyundai corporate and to contact the warranty company to find out who's stating they paid for what was billed to them. I supplied him with the case number from corporate and the two representatives I spoke with at the warranty company. I have not received an update from him at this time. I spoke with a Melania from corporate on 8/11. She was not able to speak English very well and was quoting astronomical amounts for what the dealership is currently stating the charges are. I asked for a supervisor. I received a call on 8/19 from "sup" ****** who refused to give me a badge number or anything to really identify her. She emailed me from **********************@hmausa.com. Before disconnecting my call, she said I need to go back to the dealer and advised this is not something corp is willing to assist me with. As a female customer, I feel that I'm being taken advantage of. I brought my car to the DEALER and had no idea that they would use an aftermarket part. I didn't have a choice on the part and Hyundai needs to honor what they told me. I need Hyundai to do right by their customers!

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/08/25) */ Dealer has stated that the quoted price is for labour of the repair. The part is out side of warranty. The customer would need to work with the dealership in regards to this concern. Consumer Response /* (3000, 7, 2022/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is a only a labor cost because the dealer used an after market part without my permission. The part is not outside of warranty. The part was not installed until November, therefore it is still under warranty. I have reached out to the general manager ***** and have not received a response back. Business Response /* (4000, 9, 2022/08/30) */ The customer would need to work with the dealership in regards to this concern. Consumer Response /* (4200, 11, 2022/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The dealership is not working with me. I have contacted the general manager several time with no response. Who do I need to contact?

• Initial Complaint

  Date:05/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My car broke down suddenly on April 14th. The car has been with the dealership ever since. They gave me an estimated completion of 4-6 weeks on April 25th. They will not provide a loaner vehicle. All they have offered is rental reimbursement after repairs are completed that requires me to pay upfront which I cannot afford. I would like them to provide me with a loaner vehicle since the car's issue is covered under warranty.