ComplaintsforFort Mill Hyundai

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New car is a lemon. I purchased car in September and on October 7th had a sunroof installed. While sunroof was being installed they discovered there was a malfunctioning part not allowing the rear passenger door to open. They are waiting on the part. As of today, 12-30-23, there is no ETA as to when the part will become available. I have been making payments on a car that is sitting in their service garage since 10-07-23. I am no longer interested in the vehicle due to this experience and wanting to have my lease released. I paid $1500 down, $1375 added to the loan for the sunroof, an additional $500 for month of October and $1000 for November and December car payments with no car in sight. I believe they knew about the issue before I purchased it because I was originally, about to buy a different car but the manager shared they had the Color I wanted and had been hiding it. It was in their garage and not out in the sales area where people could see it and purchase it. I believe it was because they were waiting on the part but when I had a sunroof installed they had to come clean about the faulty part.

  Business response

  01/12/2024

  Thankfully the back ordered part arrived last week and we were able to complete ******************* vehicle. We want to apologize for the delay in receiving the part and let *************** know she can reach out at any time for any concerns or questions moving forward.

  Customer response

  01/14/2024

   
  I am rejecting this response because:
  **** the service manager called me on the Friday after I picked up my vehicle to see if things were OK. I said as far as I knew as I just picked it up and had not inspected the vehicle since picking it up. Also, when I picked up the vehicle no one came to go over things with me concerning the car. I chalked it up to being very busy in the service center,especially with the construction and renovation going on. They handed me the key and sent me on my way. I did not drive the car or check things out until Saturday evening, I went to dinner with friends and family and when my friend attempted to get out of the back passenger door on the right side the door would not open. I got out to open the door from the outside and tried again and she could not open the door from the inside. Tonight, before emailing you, my husband went on the Hyundai site to get instructions on how to open all of the doors (ensuring no child locks were on) and attempted to get out the back passenger door on the right side and could not open it from the inside. This is the issue the car had before I picked it up. So, I don't know the  reason as to why they misinformed me the car was fixed and I am totally disappointed, as this was supposed to be a birthday gift to me. A gift that doesn't give back but takes. I have called to see if they will let me out of my lease, evenly without anymore money coming out of my pockets since I haven't had the experience of a totally new and fully working vehicle. If they do allow me to come out of the lease evenly, they definitely should not sell this car to anyone else. If you have any options available to consumers to ensure we are handled properly, I am open to suggestions. Thanks for providing the update and looking into things. 

  Business response

  01/31/2024

  Unfortunately, here at Fort Mill Hyundai we have ability to help in that process. It is done through Hyundai cooperate. Please let us know if there is anything further, we can assist with.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've left voice messages with the finance department over the course of last few weeks regarding cancellation of a GAP insurance policy on a vehicle that has since been traded in. And continue to receive no return phone call. All I'm looking for is the paperwork needing to be filled out to effectively cancel the policy and have a refund issued by the carrier.

  Business response

  11/28/2023

  We have contacted the customer and processed her cancellation request.  We also have issued payment directly to her lienholder in which the lienholder will refund the customer directly per SC Gap cancellation laws.  We apologized for not returning her calls, we are under construction and have had major phone issues with calls and voicemails.  Our receptionist is now aware of the problems and forwards all cancellations to our accounting department so that we can ensure that every customer is taken care of.

   

  Customer response

  11/29/2023

   
  Better Business Bureau:
  
  Yes, the business reached out yesterday and promptly addressed the issue. **** with Fort Mill Hyundai was very apologetic, pleasant and quickly took care of the cancellation request. 
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the dealership and spoke with the manager **** in great length about the issues I needed to address. I made an appointment for 8/29. I needed to reschedule. I called and spoke with a lady who rescheduled the appointment for 9/11. When I arrived at the dealership on 9/11 I was told I did not have an appointment showing. I mentioned to the person who was helping me that the initial appointment that I had on 8/29 was moved to 9/11. He stated he did not even show the 1st appointment in the system. I ended up speaking with the manager **** who remembered setting the 1st appointment. He also remembered what we spoke about. I told him I could not understand how I was told the appointment was moved and its no where in the system. He stated that he would call me to schedule a time to come back and provide me with a loaner vehicle. I have not heard one word from him. I have called the shop, no answer. They don't answer the phone. I have left 2 messages for him. One message was left on an answering machine. Called one day and was told **** was in and to hold. Lady came back to the line and said he was not available. All I am trying to do is get the warranty issues addressed for my vehicle and be provided with the loaner vehicle in the mean time.

  Customer response

  10/06/2023

  This is a totally different complaint than the one that was sent on 3/8. It has nothing to do with that one. 

  Business response

  10/07/2023

  Customer has a scheduled appointment.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service ***** Does not return calls claiming they are too busy to listen to their voicemails. I called several times for 2 weeks straight to get something fixed on my car and they never called me back. *****************, service director, told me that he did not care about my phone calls. I left him a voicemail personally and he literally told me he is too busy to listen to his voicemails. for two weeks straight they have been too busy to listen to their customers voicemails. when I went up to the actual dealership, they told me it was my fault because I didn't tell them right when I got my car back from them. Even though they literally just told me they were too busy to listen to their voicemails for the last two weeks. Had they actually listened to their messages and returns my call, we would not be in this situation I'm sure. So, noticed the problem, attempted to resolve with no response from Hyundai, was told they were too busy for calls, and then was told that they would not fix the problem because I waited too long. I did not wait too long, they just did not ever return my calls.

  Business response

  09/13/2023

  The dealership was assumed to be at fault, even though the damage was not discovered when the vehicle was picked up. The damage was very noticeable to any driver entering the vehicle, but yet not mentioned until another time. The dealer statement is just that theres no way we can assume fault when it couldve happened after the vehicle was delivered to the customer. I will be glad to give the customer the part at cost and install the part at cost. 

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted the dealership back in December 2022 regarding a warranty issue. The issue has yet to be fixed. I have taken my vehicle in to have pictures taken twice. I have sent in the requested information and there has still be no resolution. Many phone calls and many voicemail messages and text messages that have gone unanswered. I have reached out to the tech at Hyundai named **** and explained to him that ***** from Long at Auto **************** is not returning my calls. **** stated he would look into it and call me back. He never did. Now **** from the dealership refuses to ************* or call me back when I leave messages. I received a call this morning from the girl at the front desk named ****** who explained that **** told her that I just have to keep calling ******************* at Auto **************** to see if he can handle the warranty issue. she also told me that I have unlimited mileage with my warranty. I explained to her that I do not have unlimited mileage. I explained to her that ***** is not returning my calls or responding to my text messages. I have been told that my warranty expires at ****** miles or some time this month. Which ever comes first. I explained to her that this issue was brought to their attention well within the warranty time frame and I don't want the warranty to expire and then be told it cant be completed. She had no answer but to keep calling *******************.

  Business response

  03/15/2023

  Customer has been contacted and set up to get paint completed

  Customer response

  03/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Hyundi Sonata 2017, the check engine light came on flashing I took it to the dealership where I bought the car and gave them the code that I got from having the car diagnostics done code ****. I turned the car over to them on a Wednesday and was told they would give me an update probably by the next Wednesday, that was almost a month ago and when I try to get any information on the disposition of the car I am given the run around.I realize that there can be some lag time in service work but to not be able to let me know when or if I am going to get my car fixed under the warranty, I am sorry a month is way too long.Thank you in advance for your support in this matter

  Business response

  12/06/2022

  The vehicle has now been repaired and customer has been contacted to pick up vehicle

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an all electric vehicle from the dealership which became completely in operational within a month of owning the vehicle. I was given a loaner vehicle which operates on gas and I seek to get a gas reimbursement from the company since I purchased a fully electric vehicle to prevent having to purchase gas. Ive had several conversations with the business and through customer service and they refuse to provide a timeline for when I will have my vehicle working and will not provide a gas reimbursement as they explain that the loaner was given out of Goodwill. I would not have to use a loaner vehicle if they sold me a properly built vehicle and it is completely irrational to have waited over a month without a single update on a repair timeline. I will provide pictures of all gas receipts and mileage once I get my vehicle back.

  Business response

  07/13/2022

  Our service department was able to help ************ and get it in and diagnosed well ahead of what the schedule allowed to assist in his concern and was able to immediately provide a loaner vehicle while this was done. It was determined that the vehicle needed a replacement EV battery which was immediately ordered. An EV battery is ordered directly by Hyundai's engineers and not by the dealership like every other part. The dealership has only been given a vague timeline for delivery which has been relayed to the customer multiple times. The service manager also gave ************ the contact number for Hyundai Consumer affairs which is another avenue for him to get receive updates as well as request his reimbursement. We have completed every action possible to complete **************** vehicle as quick as possible. We are very sorry for the inconvenience this problem has caused our customer and we are doing everything possible to get it handled and returned.

  Customer response

  07/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

       I have been in constant contact with consumer affairs which has lead to the representative telling me to file a complaint through the BBB. As highlighted in my initial complaint, I not only need my vehicle repaired, I also need a gas reimbursement since I purchased the electric vehicle to avoid paying for gas. After using a loaner vehicle for over a month now, I feel a gas reimbursement is appropriate along with the repair.
  
     I now understand the gas reimbursement is beyond the dealership's control and is something that will have to be negotiated from the manufacturer which is why I have proceeded with a lawsuit. I am willing to remove the complaint from BBB as the dealership has no control over my request for a reimbursement, however, waiting a week to hear a response is unprofessional and has been a consistent trend in communication with this dealership which has increased in level of frustration with the situation.
  
  Sincerely,
  *******************

*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. ↩