Complaints

This profile includes complaints for Benson Hyundai, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Benson Hyundai, LLC

  2550 Reidville Rd Spartanburg, SC 29301-3500

  
• 

  Benson Hyundai, LLC

  PO Box 3447 Spartanburg, SC 29304-3447

  

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:05/15/2023

  Type:Customer Service 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 brought my 2017 Hyundai Elantra to Benson Hyundai for oil changes on August 8, 2022 and April 10, 2023. When I scheduled the August service, I selected the option for a shuttle service on their website. After I dropped off the car, I was told they do not offer a shuttle service and I had to find some other way to get back to work since I planned my work schedule around being able to use that shuttle. For both services, I requested a multi-point inspection. When I picked up my car from the April service, the inspection report said that my cabin air filter was in good condition. When I checked it myself the next day, the filter was actually very dirty and needed to be replaced. This indicated that the technician did not check the filter during the inspection and may not have actually performed an inspection. After receiving a flyer from Hyundai stating that Benson was still offering a shuttle service, complimentary car washes with oil changes (they have never washed my car for me), and multi-point inspections, I contacted Benson directly wanting to know why they are offering unavailable services and why my car was not properly inspected. I was told that they can't provide all offered services (despite promoting them) and that someone from the service department would reach out to me regarding the multi-point inspection. I followed up with them a week ago but as of today I still haven't received a response. My primary issue is with the multi-point inspection. My wife and infant daughter also ride in that car and I rely on those inspections in order to know that the car is safe to drive and to plan ahead for costly repairs like new batteries and tires. If the mechanics are not performing these inspections properly, if at all, they are risking the safety of myself and my family. This is very serious safety issue that I do not take lightly and I fully expect Benson Hyundai to provide a satisfactory explanation and to provide a solution to this concern.

  Customer Answer

  Date: 06/03/2023

  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. 
  
  Regards,
  
  ***** **** 
  

  

  Business Response

  Date: 06/05/2023

  Consumer info:     ***** ****

                                  **** ******* Dr

                                  *****, SC 29369

                                  (803) ********

                                  *************.com

   

   

  When Mr. **** scheduled his last two service appointments with us, he used our online self-service tool on our website which is monitored by a third party. This tool had offered the option for a shuttle service although we have not offered that service since pre-COVID. We do currently offer courtesy Uber rides within a 20-mile radius to our service customers. We apologize for the errors listed online and have made sure to correct the shuttle information and are currently attempting to correct the car wash offer to no longer cause any confusion. Once again, we apologize for the poor communication we had with Mr. ****. We also agree that the multi-point inspections are an important part of the service experience and they need to be communicated properly. We thank Mr. **** for bringing this to our attention so that we may correct it in the future for all of our customers.

   

  When a service is scheduled, a multi-point inspection is automatically completed whether requested or not. This inspection helps us provided the customer with any manufacturer suggested services or wear-and-tear needed to be replaced. The items on the inspection are placed in one of three categories, Green (Checked and OK at this time), Yellow (May require future attention), or Red (Requires immediate attention). This is an opportunity for the customer to keep their repairs up to date as well as an opportunity for a sale for the service department. It is possible that the technician who performed the inspection deemed the cabin air filter as Yellow, meaning it would need to be replaced by the next oil change. In an effort of goodwill, we are sending a refund in the amount of $49.55 to Mr. ****.

• Initial Complaint

  Date:12/15/2022

  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.

  Brought my vehicle into the dealership due an engine issue: knocking sounds while driving. There is a known recall that the dealership of on all Hyundai models 2016 and newer (I have a 2018). While barely being able to drop my vehicle off I was informed that there is going to be a 3 month wait before anyone can even take a look at it let alone run a full engine diagnostics on it. Seeing as I use my vehicle for work and other necessities I requested a rental to be provided at no costs while my vehicle sits at the dealership waiting to even be looked at so I could work. I was informed by the dealership manager: Vance Mahaffey, that not only the dealership does NOT make the decisions concerning rentals that I would also have to reach out to Hyundai Corporate. Vance continued to state that due to the dealership's network being hacked that he would not be able to provide me the information using the business email, but would have to use a personal email: ***********************. Upon reading the email the number provided (************) does not relay to Hyundai Corporate at all, but is a disconnected number. After searching for the number to Hyundai Corporate and calling I was informed by a representative that the dealerships are individually owned and that the dealership indeed makes the decision concerning providing rentals. Calling back and speaking with the maintenance manager Debbie I questioned the hacking situation and was told that they themselves were unaware of anything like that happening. I asked about the rental and was informed that rentals will no longer be discussed until after the vehicle is inspected (which is 3 months out) denying me the option of obtaining a rental altogether. Because of the denial I have no means of transportation to go to work and am running the risk of termination. I have been lied to and deceived by the staff of this dealership. I advise anyone in the area to avoid this dealership at all costs. Do not due business with them.

  Customer Answer

  Date: 01/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  To correct the egregious misinformation provided by Benson Hyundai's response to this issue:
  
  It is not the responsibility nor issue of the consumer for Hyundai being unable to reimburse the dealer for rentals. After speaking with Hyundai customer service they did in fact confirm that it is under the dealership's discretion whether to provide a rental to consumers or not since the dealership is independently managed, regardless of stipulations placed by Hyundai Corp.
  
  When speaking with the maintenance supervisor at the dealership I was informed that rentals shall not be discussed until after the 3 month waiting period when the vehicle has undergone diagnostics. Apparently the option for rentals was removed from the table altogether.
  I, as a consumer, was not informed by the dealership that there was over 40 vehicles ahead concerning the recall. In fact, I was informed that there was engine damage on my vehicle, which leads to believe someone had the time of day to take a look at it.
  
  Leading to the issue of the email. Vance stated, not me, that the dealership's systems have been hacked. Curious I questioned the maintenance supervisor of the system exploitation, which she responded "I'm not familiar with any systems being hacked". Not only was this not true, I received both a system's email confirming my appointment with the dealership and the email Vance submitted. The number provided was indeed not the number to Hyundai's Consumer Affairs but is the number to customer service, the true number being (************).
  
  At this point this has nothing to do with my personal feelings but with facts. Benson Hyundai has refused me a rental, the option for a rental, and is doing everything in their power to avoid providing a rental with shady tactics, exaggerated lies and stories, and extreme unprofessionalism. At this time, an apology doesn't even come close to all the time wasted from being unable to work due to lack of transportation amongst other personal issues. Hyundai has shown how they care little about their consumers and are a for-profit company, especially this dealership. A full rental is being demanded at no expense to the consumer prior and post repair for my vehicle for everything that has occurred.
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 02/01/2023

  Complaint ID:     ********

  ******* *******
  *** ******* ** ************ ** *****
  Daytime Phone: ***********
  E-mail: *****************

   

  Mr. ******* ******* brought his 2018 Hyundai Tucson to our service department on 12/12/2022. A that time his service complaint was regarding the check engine light flashing and a rattle noise at certain speeds. We checked for open recalls and it was found to have an open recall campaign #***. We did inform Mr. ******* that the issue he was describing fell in to the symptoms of said engine recall. Due to the national recall volume, we are currently eight to twelve weeks out to get a vehicle completely diagnosed and submitted for prior approval. We perform the diagnosis of the engines in the order that the vehicle was received. Until prior approval is confirmed   Hyundai will not reimburse the dealer for a loaner or rental. However, the consumer can rent a vehicle and will be reimbursed when the claim is approved. We understand this is an inconvenience but it cannot be avoided from a dealership level. Below is the link for the campaign reimbursement. Our service manager, Vance M*******, did in fact attempt to send the contact information for Hyundai Consumer Affairs to Mr. ******* but as previous stated by Mr. ******* our email system was hacked. Gmail has blocked our domain name (**********************) and we have not been able to resolve this issue. We also provided the Hyundai consumer affairs contact information to Mr. *******.  The actual number is ************, we apologize if Mr. ******* felt deceived in any way. It was never our intention to not provide him all the appropriate information.  We currently have over 40 vehicles scheduled for this recall, typically the process we have implemented works.  Once again, we apologize if Mr. ******* doesn’t feel we communicated properly.

   

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

• Initial Complaint

  Date:08/26/2022

  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.

  I TOOK MY CAR TO THE BENSON HYUNDAI DEALERSHIP IN FEB 2022 BECAUSE OF A SOUND AND I WAS PLANNING TO GO ON A 300 MILE TRIP AND WANTED THE CAR TO BE OK, MY CAR WAS CHECKED AND I WAS TOLD IT WAS FIND TO GO ON MY TRIP, UPON RETURNING I COULD STILL HEAR THAT SOUND AND TOOK IT BACK TO BENSON ON 4-27-2022 AND WAS TOLD THAT THEIR MECHANICS FELT LIKE IT WAS THE MOTOR OR ENGINE AND THAT THERE WAS A RECAL CONCERNING THOSE PARTS AND THAY NEEDED TO KEEP MY CAR FOR A PERIOD OF AT LEAST 6 WEEKS AND I IMMEDIATELY CALLED MY HUSBAND AND WE BOTH TALKED WITH THE SERVICE MECHANICS AND SERVICE MANAGER AND THE LADY WHO HAD TAKEN MY CAR WHEN I TOOK IT TO BENSON AND THAT LADY IS THE ONE THAT CALLED AND TOLD ME ABOUT KEEPING THE CAR FOR 6 WEEKS, MY HUSBAND ASKED COULD WE TAKE THE CAR HOME AND WAIT UNTIL AN ENGINE CAME, THEY SAID NO BECAUSE THE CAR COULD BREAK DOWN UPON TAKING IT FROM THE LOT AND WOULD HAVE TO BE BROUGHT BACK AND WE WOULD ALSO LOOSE OUR PLACE IN LINE AND WE ASKED WHAT COULD WE DO CONCERNING A CAR WHILE THEY KEPT MY CAR FOR 6 WEEKS AND THEY SAID IF WE RENTED A CAR WE WOULD BE REIMBURSED WHEN EVERYTHING WAS DONE. MY CAR WAS KEPT FOR 51 DAYS AND I WAS NOT REIMBURSED BECAUSE THEY SAID IT WAS NOT THE ENGINE OR MOTOR. I LEFT MY CAR IN THE CARE OF PEOPLE WHO I THOUGHT WERE PROFESSIONALS THAT KNEW ABOUT HYUNDAI CARS, FOR 51 DAYS BASED ON WHAT THEY SAID THE PROBLEM WAS AND BASESD ON THE FACT THAT I WOULD BE REIMBURSED FOR A RENTAL AND BECAUSE THEY MISDIAGNOSED THE PROBLEM DOES NOT CHANGE THE FACT THAT THEY KEPT MY CAR 51 DAYS AND I ENDED UP PAYING $2654.03. THE SERVICE MANAGER WOULD NOT REIMBURSE AND I WAS GIVEN THE COOPARATE NUMBER AND AFTER WEEKS THEY DENIED IT AND I WAS GIVEN THE NATIONAL # AND I WAS TOLD I WAS GOING TO BE REIMBURSED AND EVEN SIGNED A SETTLEMENT LETTER AND THEN WAS TOLD I WAS DENIED. I HAVE ENCLOSED DOCUMENTS AND E MAILS AND NEED YOUR HELP TO GET MY MONEY CONSIDERING I WAS FIRST TOLD I WOULD BE REIMBURSED BY THE BENSON HYUNDAI DEALERSHIP AND THEN NATIONAL.

  

  Business Response

  Date: 08/31/2022

  Complaint ID: ********

  Consumer info: ******* ***** *** ******* ** ************ ** ***** ***** ******** ****************************

   

  We apologize for Ms. ******* current situation and the frustrations that come with it. Unfortunately, the decision on whether or not a vehicle is covered under warranty or recall falls solely upon Hyundai Motor America (HMA) and not the dealership. Since this claim was declined by HMA there is nothing more that we, Benson Hyundai, can do to overturn their decision. In the email dated 08/17/2022 that was provided by Ms. ****** the Hyundai Consumer Affairs department recommends that Ms. ***** to reach out to the Better Business Bureau in order to appeal their decision. Being as that Hyundai Consumer Affairs is the office that offered a settlement to Ms. ***** and not Benson Hyundai, we regret to inform Ms. ***** that the appeal should not be to the dealership.

  Customer Answer

  Date: 02/27/2023

  TO CINDY FOR BBBOF UPSTATE

  I WAS SENT INFORMATION CONCERNING MY CASE AND I HAD NOT RECEIVED INFORMATION OR TALKED WITH ANYONE SOME WHILE AGO  SINCE I TALKED WITH SOMEONE WHO SAID THE DEALERSHIP WOULD BE SENT THE INFORMATION AND A DECISION WOULD BE MADE BY THEM AND IF I DID NOT AGREE I COULD EMAIL BBB AND LET THEM KNOW HOW I FEEL ABOUT WHAT WAS IN THE EMAIL TO THE DEALERSHIP. ALL OF MY INFORMATION AND ALL THAT HAPPENED IS IN THE FILE WHICH STATES WHAT HAPPENED AND HOW I FEEL ABOUT WHAT WAS DONE. IF BY WRITING THIS LETTER TO YOU  IS CONSIDERED A PROTEST OR APPEAL OF WHAT THE DEALERSHIP SAID THEN THAT IS WHAT I AM DOING AT THIS TIME. PLEASE LET ME KNOW WHAT HAPPENS NOW. THANK YOU ******* *****

• Initial Complaint

  Date:08/02/2022

  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.

  On April 8, 2022 I dropped off my 2017 Hyundai Santa Fe at Benson Hyundai in Spartanburg, SC. It was making a noise that my local mechanic recognized as the signature Hyundai engine problem that he had been seeing a lot. Because my car was still under the 100,000 mile warranty, I had no choice but to leave it at Benson Hyundai for diagnosis. The service department told me that it would take 8 to 10 weeks to even get the car in the garage because they were so backed up with other engine repairs. They said that after they took photos and videos of the engine Hyundai North America would make their decision about whether or not to cover the engine under the warranty fairly quickly. FOURTEEN weeks later, my claim was denied due to sludge in the engine. I wrote letters asking to appeal based on my service records, but Hyundai USA said that their decision was final. They would not even look at my service records. This means that my top-of-the-line $38,000 car is a total loss. In addition, I have over $2000 in car rental fees for the time that Hyundai took to give me their decision. If I had been told about the engine in a more timely manner, I most definitely would not have spent so much on rental cars. Again, I HAD NO CHOICE but to leave my car at the dealership. I HAD NO CHOICE but to wait as long as they told me to wait. Hyundai USA denies any responsibility for Benson Hyundai's backed up garage. They say that my claim for reimbursement is with the dealership, and of course, the dealership says that my claim is with Hyundai USA. With both parties denying responsibility for the excessive wait time that left me without transportation, I fear that I will not only lose money on my car but that I will lose the money that I spent on rentals.

  Customer Answer

  Date: 08/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  The information provided by Benson Hyundai is inaccurate.  I have service records for oil changes from the ******** Tire Company close to where I live, but neither the dealership nor Hyundai USA was interested in seeing those because they were not reported to ******.  They only considered the oil changes that were done in one of their dealerships even though the warranty contract does not state that all oil changes must be done by them in order to be considered valid.  I was told that there was no appeal procedure so I had nowhere to send my records.  At the very least, the public needs to be aware that Hyundai does not accept work done by other licensed mechanics and that they do not clearly communicate this policy.  Hyundai USA told me that the dealership is solely responsible for their garage and its scheduling of work, and they suggested that I contact the BBB in order to resolve my conflict at the local level.  I find the way that each entity has referred me back and forth to the other extremely dishonest.  It seems to be their strategy to wear out the customer until they give up.        
  
  Regards,
  
  ******** ********

  Customer Answer

  Date: 08/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  While I realize that Benson Hyundai is constrained by the workload that this international engine recall has put upon them, I have no choice but to hold them personally responsible since their parent company told me to contact the BBB.  I want it on record that I think that there should be a customer Bill of Rights that mandates a swift decision when repair under warranty concerns the life or death of the vehicle involved.  Due to the cost of replacing an engine, I could not choose to have the work done elsewhere.  I HAD to wait for a decision from Hyundai.  This lengthy wait resulted in thousands of dollars in car rental fees.  If the sludge in the engine was a bad as they report, that should have been extremely obvious from the photos and videos that the dealership sent to Hyundai USA. In fact, when the dealership told me of the decision, I tried to make a claim through the extended warranty that I had purchased with the car, and they rejected my claim due to engine sludge within 24 hours of receiving the information.  Why this same decision took Hyundai USA four weeks to make is incomprehensible and turned out to be very expensive for me.    

  
  Regards,
  
  ******** ********

  

  Business Response

  Date: 08/17/2022

  Complaint ID: ********

  Consumer info: ******** ********

  *** * ***** Ave

  ***********, SC 29306

  (864) ********

  ****************************.org

   

  We understand Mrs. ********’s frustration with her current vehicle situation. Unfortunately, the decision on whether or not a vehicle is covered under warranty or recall falls solely upon Hyundai Motor America and not the dealership. When the vehicle came in on 04/08/2022, the mileage on this vehicle was documented at 90,231 and the vehicle history on her 2017 Hyundai Santa Fe, VIN: *****************, shows that the last oil change on this vehicle was 43,331 miles. Once the vehicle was inspected and the information was sent to Hyundai Motor America (HMA) for warranty/recall approval. The claim was declined for the failure being “exceptional maintenance negligence” and not a warranty defect. Since HMA has not deemed this a warranty defect, any expenses incurred by the customer, (i.e. – rental fee reimbursements) would not be covered.

  

  Business Response

  Date: 08/17/2022

  Complaint ID: ********

  Consumer info: ******** ********

  *** * ***** Ave

  ***********, SC 29306

  (864) ********

  ****************************.org

   

  In no way did we, Benson Hyundai, ever intend to seem dishonest to Ms. ******** and apologize if she feels that way. We have been transparent on explaining to Ms. ******** how we follow the Hyundai Motor America (HMA) prior authorization process. Unfortunately her vehicle did not fall under the recall campaign 953. We did estimate 8-10 weeks to begin looking at the vehicle but unfortunately, due to sludge in the engine, this process took a few weeks longer. Once again, HMA declined the claim for the failure being “exceptional maintenance negligence” and not the open recall. Being as such, we cannot help submit rental reimbursement to HMA because they have denied the claim.