ComplaintsforTwin City Hyundai

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid them $1500 to fix mine and my 73yo grandmothers Santa Fe and when I picked it up the issues had not been fixed and was worse than before I couldn’t even make it 8 miles up the road before I had to return it to the shop. Since then the shop has been shady and not contacting me back about what’s going on with my vehicle. I’ve called daily numerous times a day and even went to the shop several times. No one wants to talk to me about the vehicle or update me on if I will be reimbursed or anything. I feel like I have been robbed as well as my grandmother who lives on a fixed income and is DISABLED!

  Customer response

  07/19/2023

  I need to withdraw this complaint 

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car in for a scheduled recall after noticing my car was doing all of the things the recall was warning people about that can lead to major issues if not resolved. After months i finally called to see how my vehicle was doing and they hadn't even begun on it. (Obviously everyone who owns an hybrid knows long periods of just sitting without use is the biggest battery killer for hybrids (3k-8k) After an upsetting conversation they told me "i could just go ahead and come get it today then" and hung up while proceeding to forward all calls. About a day later i get a call telling me my car is ready to be picked up and upon receiving, it was driving the same if not worse as if no work was even done. I was able to drive my car two times after picking it up; my car is now a shell of metal and will not even turn on. There is no power to access anything, even manually and with a new key fob battery, as if my hybrid battery is completely dead when it was taken in with over half life. A terrible company and even worse maintenance, they do not care about the people they serve or their safety. 10k wasted due to their negligence, taking peoples only means of transportation. Cruel company. You let people's cars sit until they can't even be used, all of their complaints are people's cars sitting for months with no word from them. You owe me a new battery for the one you did not properly care for while having my car in yours hands.

  Business response

  01/12/2023

  ********
  
  I am very sorry we have frustrated you. I have read your complaint and need a little more time to investigate. I will have additional updates by close of business 01/13/2023

  Customer response

  01/16/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Sorry *****, I'm not listening to you* **** anymore. There were no parts on back order that you were waiting for, ** you didn't put any new pieces in or on my car. I came in for a system recall that didn't require any new pieces, which is what your service worker who hung up on me said himself. When i called after a month you guys told me you hadn't even LOOKED at it yet. 26 days is also a lie. You left my car sitting in your parking lot from August to October because you don't get paid to work on recalls (which is what one of your sales **sociates on the floor told me herself when the service center kept screening my calls i w** making to check on my car that had been sitting here months) which is probably why your worker refused to work on my car and hung up, because i told him i w** only concerned about the recall and none of this stuff he w** trying to get me to pay for that i didn't even come in for. When i didn't want to do my tires or my door like you wanted to try to get more money you told me i'd had to at le**t pay diagnostic to have my RECALL LOOKED AT. Money hungry and pathetic trying to take advantage of women. you are a terrible company that does not care about the safety of people, you should not be in business and you **** ** **** shouldn't be selling or working on vehicles for people. every single complaint on BBB is about people waiting months for their vehicles and it's pathetic, do better or find a better job. buyer beware, do not step foot into this Hyundai if you want a working vehicle or caring and honest staff. I took my car into Hyundai working, brought my car home from Hyundai and it w** not working. they also broke my door handle off and turned off my power to my door locks so they don't lock now either. Twin City Hyundai is literally ****** I know my issue will never be resolved because Hyundai h** never solved any issue they have caused because they have no idea how to take accountability or responsibility, but i want anyone that comes on here to see how terrible of a business they are.

  Business response

  01/21/2023

  Mam,

  First and foremost, every manufactures warranty work is paid for by that manufacturer. Period. Its that way for every car manufacturer, and most other manufacturers. That's why consumers have to register the warranty for their washing machines, cell phones etc. If the manufacturer does not authorize to pay for something, its the vehicle owners responsibility. When I spoke to you on the phone,  I told you I would get everything done for your car that I could for free, which is what I did. After that its the responsibility of the vehicle owner, You. Your vehicle is heavily damaged, has a significant number of warning lights on and had multiple unsafe tires. I drove your car myself, and it started and moved under its own power when it left here. Reading your recent comments, it sounds like you haven't driven your car since September when it was picked up, and any car would have a battery die after not driving for 4 months. 

  While I am sorry your vehicle isn't in great shape, Twin City Hyundai is not responsible for that, the vehicle owner is. The same day you and I spoke I told you I would get your car done ASAP. It was done the next day and the paperwork that was signed by the person you sent to pick it up reflects all the issues and that we don't recommend driving it on public roads.

  There is a tremendous back log of internal combustion engines being replaced by Hyundai, that is the reason for the other customer complaints. Your hybrid vehicle is not covered by that manufacturers recall. We even contacted Hyundai on your behalf asking for goodwill to help you and they declined to participate. While I am sorry and we feel awful that you're having issues with your vehicle that is 10 years old and has almost 200,000 miles on it, your expectation that Hyundai will cover major repairs by warranty is unrealistic, and that expectation set us both up for a negative outcome.

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

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2017 Hyundai Tucson had warranty work on the engine in which this dealership allegedly rebuilt the lower part of my engine. My car began having engine issues again about a month ago and it is now at a the Hyundai in Asheville nc. Upon inspecting my vehicle they found a bolt in the timing that was left loose, and over time the bolt became more and more loose, upon taking apart my engine to fix the issue found the Asheville Hyundai has continued to find more and more damage to my engine where it was improperly rebuilt by this dealership. i am disgusted with the fact that this dealership absolutely refuses to take any accountability for the damage done to my vehicle and wont even as much as give an apology. thankfully the asheville hyundai isnt charging anymore on top of the over $1,000 i am paying to fix the damages caused by this dealership.

  Business response

  11/23/2022

  Consumer Response /* (2000, 5, 2022/11/14) */ customer called and is going to try to work out issues with dealer.

• Initial Complaint

  09/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recall assistance - 2013 Hyundai Sonata: On 8/31, my mother called and Scheduled an appt for a diagnostic. The appt was for 9/2 at 1pm. This was before I towed the vehicle to this location. I had my car towed to that location on 8/31. The service manager advised that it wouldn't be until late the next week before my vehicle could be looked at. She called the next Thurs and no answer. She has called every day since and no one has answered or responded. The vehicle has several recalls and has since stopped working. It is inoperable. Finally today, TWO WEEKS plus LATER, she has been told that this process could take MONTHS because they have to receive Authorization from the manufacturer. This has left me without transportation. We don't know if the car has even been diagnosed. My vehicle is essentially been held hostage at the location. I could have had it towed to another location. I have read the reviews and this is their reputation. My uncle's friend has also had her vehicle at this location and has not had any luck as well. Now, I'm being told the service manager is out with COVID. Since I've been transferred to his extension for over a week, that would have been good information. No one seems to know what's doing on. Not even the manager I spoke with today. Is this the common practice for recalls? My Ford was diagnosed the same day and fixed within the week. This car is used to commute to work. I am having to find transportation because of this inconvenience.

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/09/19) */ Thank you to the BBB for making us aware of this concern, and the opportunity to respond. I have researched the situation described, and would like to share more background, as well as what solutions are available at present. The engine replacement for Ms. vehicle is one of millions involved in Hyundai's recall. Twin City Hyundai is one of two authorized repair facilities in the immediate Knoxville area. Twin City Hyundai is facing the same staffing and materials shortage that multiple industries worldwide are experiencing. With those shortages and the time consuming nature of not only an engine replacement, but also the diagnosis and authorization thru Hyundai, I am unable to offer an estimated time of completion. Parts have been arriving more quickly than earlier in the year, but I am cautious to promise something we do not control. There are currently over 30 engine recall customers at our location, and Twin City Hyundai is working thru the situation as quickly as possible, given the constraints we and all industries, are facing. The only other repair facility in Knoxville is offering customers with this issue appointments starting after the New Year, as they too are overloaded with these repairs. Unfortunately, the vehicle is not drivable, and is unable to be used to daily transportation. Twin City Hyundai apologizes for the delay and for any inconvenience that Ms. may have experienced. We regret that we will not be able to have Ms. vehicle repaired by quickly, and further cannot provide an estimate of when it would be completed. Twin City Hyundai wants to remain amicable with all our customers, and regret that Ms. is unhappy. However, a number of factors affect the circumstances relative to the repair of Ms. vehicle, most beyond our control. In addition, while we share a desire for a better solution, this is all that we can provide at this time. Ms. is welcome to pick up her vehicle at any time, and have it repaired at another location. If she prefers to work within this process with us, she is welcome to keep her spot in line at Twin City Hyundai. Yours truly, General Manager Twin City Hyundai Consumer Response /* (3000, 12, 2022/10/06) */ Regardless of any shortage, it took 21 days to diagnose the vehicle. Work cannot stop because one advisor is out. Which is what i was originally told. They know that coming to get the vehicle is not an option. If I wasn't told I had an appt A MONTH AGO, I wouldn't have towed it there. They can basically do whatever, whenever, TO WHOMEVER because you have to bring your vehicle there for warranty work and recalls. Read the reviews, it's common. Again, i know two other people who have cars sitting there. It has been determined that the cars motor has seized. It needs to be replaced. I was then told it would take another week to send the authorization to Hyundai corporate. It's been almost 2 weeks since I was told that lie. They don't communicate. They don't answer the phone. Hyundai corporate confirms that this location is hard to work with. I have an opened case with Hyundai corporate who informs me that the vehicle is still under warranty and they have to wait on the dealership. We are 30 days plus and I am still without transportation. I have left countless voicemails. We've visited the location, simply looking for answers. There isn't an excuse for this type of service. We have had to get a rental just to get to work. Enterprise was shocked that i was forced to get my own rental, when usually the dealership supplies a loaner. I cannot sympathize with bad business practices. What is the point in a warranty if you're still out of a vehicle while they decide what to do next. Hyundai has a reputation that they have reliable vehicles. With a 100,000 or 120,000 mile warranty and they advertise that on every commercial. The car has less than 89000 miles and is without a motor. A 2013. How is this a possibility. It is a commuting vehicle. Driven less than 10k miles a year. Which is well below the average. I am 32, and I have owned 4 vehicles. 3 of which have had to have warranty work and I have never experienced anything like this. A ford, a chevy, and a jeep. A labor shortage and a part shortage is not an excuse to not communicate with the customer after 30 days. The switch board operator can relay a message since she's the only one answering the phone and transferring your call to a voice-mail that is never checked. Can provide ANY updates besides "we don't have enough people?"

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The check engine light on her 2020 Hyundai Kona came on August 31, 2022. She immediately called the dealership and September 9, 2022 was the first time they indicated they could get her in for an appointment. She took her car in for her appointment on 9/9/2022 and while there they performed an oil change, tire rotation, multi point inspection, and engine software update. They told her everything was fixed. My wife left the dealership and within five minutes, the check engine light came back on. She immediately took the car back to the dealership. They told her they had no loaners and no more time that day to work on her car and she would have to make a second appointment another two weeks out. They told her that her car was safe to drive home. On the way home, her called stalled five times. She pulled over and I came to get her. Her insurance paid for a tow for us to tow her car to a different Hyundai, the one located on Kingston Pike in Knoxville. Upon receipt of the car, they also said they had no loaners and her car would not be fixed until 2023. Her car is under factory warranty as well so will be no cost to us. This is absolutely unacceptable. More than four months to get a car fixed is downright unreasonable. They have refused to pay for a rental car and have told us there is no other option except to take the car elsewhere to get it fixed which would of course cost us money. We need help now.

  Business response

  10/05/2022

  Business Response /* (1000, 5, 2022/09/16) */ Thank you to the BBB for making me aware of this concern. I am very sorry that Mrs. is experiencing any issues with her Kona. On 9/9/22 we performed the manufacturers recommended software update, and the vehicle was operating within all manufactures specifications at that time. I am sorry that there was any issue that arose on the way home. With the vehicle being at a different location, I am unable to diagnose what the issue may be. I would need to have the vehicle in my service department to be able to diagnose what is wrong. There are tremendous shortages of parts, vehicles and trained labor to repair vehicles. If the delay in repair is due to a parts shortage, that will be the case at any Hyundai dealer. I am sorry that Mrs. is frustrated, and would like to help. If she would like to take the car from Grayson and have it towed to Twin City, I can get it into the diagnosis queue and get an answer as quickly as possible, but that doesn't guarantee a repair sooner than the other dealer quoted. Alternatively if they do not wish to do that, or wait the time that the other dealer told them, I would be happy to try and work out a trade in for another vehicle. General Manager Twin City Hyundai

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2018 Hyundai Santa fe and have had engine issues for over a year now. I have everything recommended by the service department. After October 2021 i still had the same issues. I called 17 times, but would send my call to a voice mail. I also spoke to different employees at the dealership about my issues and was promised a call back. It is now August 29, 2022. Now serious problems with the engine in the vehicle. Now i have the same problem. Ive talked to multiple employees at the business and left messages. Still no reply from the busineess. This vehicle us still under Hyundai manufacturers warranty as well. This is horrible business and customer service.

  Business response

  09/19/2022

  Business Response /* (1000, 5, 2022/08/31) */ Hello, I am sorry you're experiencing any issues with your vehicle. I have my staff investigating your file, but am personally out with Covid, which has hit us hard over the last 3 weeks. It may be a few days before I have further response, but I assure you that we are doing our best to take care of all of our customers. There is an engine recall for 14 million engines, we are one of 2 dealers in Knoxville able to complete these engines and every customer demands that their vehicle be taken first. Again thank you for bringing this matter to my attention, and I assure you that we will do our best to expedite your claims. Bruce Phillips General Manager Twin City Hyundai

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2013 Hyundai Sonata motor seized up in October 2021. I had my car towed to Twin City Hyundai in October for inspection. The thought was this was related to recall 162. My car sat on the lot for months with no updates. On 2/14, my daughter in law (DIL) talked with Grayson in service and was told that my car was the next one to be diagnosed and they would be in touch. My DIL called back on 5/24 and found out that Grayson was no longer with the company and talked with ******** She was told no repair order could be found in their system. Nobody knew my car had been sitting on the lot for all these months with nothing being done since it was not in their system. She was told on 5/31 that the motor test failed and a new motor was ordered. She was also told that there were some other issues with the car and a formal write up would be provided with cost. My DIL called on 6/9-no answer. She called back on 6/21 and found out ******* was no longer with the company and now the SM was **** ******* She left a message for him to call with a status with no response. She called back on 6/22 and left a message and eventually got a call back from ****. He had no idea about any other issues with the car and said motor was on back order and had no idea as to when it would be sent. My DIL called for a status on 7/11 and 7/21 with no response. She called back on 8/11 and talked with **** that seemed like he had no idea of the status but said he would talk to the SM **** ****** and let me know what he found out. As she was trying to tell him her concerns, he was talking to other people about other issues. I feel like we are back to square 1. I realize there are supply and worker shortages, but the time the car has been sitting with no resolution and the continued chaos of this sales department is really unacceptable. I am 80 years old and don't understand how Twin City or Hyundai can expect anyone to go without a car for almost a year. Thank you.

  Business response

  08/26/2022

  Business Response /* (1000, 5, 2022/08/15) */ Good Morning, Thank you for bringing this matter to our attention. First, I would like to apologize to Mr. for the delays and issues he has experienced. Like many industries across the country, the automobile industry has been severely impacted with production delays, transport delays, parts availability issues and a shortage of trained labor to perform the major operation of an engine replacement. The engine block for Mr.' vehicle finally arrived at our facility on the morning of 8/11/22. These engines come from Hyundai and are VIN specific. Now that we have all the parts, we will move him to the front of the line for the labor to be completed. We estimate his vehicle to be back in his possession, barring any complications which sometimes arise when working on an older vehicle, by 08/25/2022. Please contact me with any further questions or concerns. We thank the BBB for their assistance, and also Mr. for his patience and understanding. Consumer Response /* (2000, 7, 2022/08/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Mr., thank you so much for your response. It is such a relief to finally hopefully have a viable solution. I do realize that the past two years have been a struggle for everyone and many industries. However, being without my car for almost a year has been difficult to say the least for me and I feel like I have been more than patient with the service department at Twin City Hyundai during this time. I look forward to hopefully meeting you in person later this month when I can pick up my car. Thank you!

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car into the Twin City Hyundai dealership on May 24, 2021 for two open recalls and an oil change. I went in on May 26 to pick up the car. chats about the visit, closes the work order, and goes to pickup to get the car. He drives the car around to the front and leaves it running. When I got in the car I noticed all the gears were showing "E". At this point nothing was mentioned about the recall failing or causing an error code. did not mention the transmission stalling during his drive from the lot, which he later added to the second work order. I was given my car as if everything I requested was completed and ready to go. I did not move the car. I went straight back into the shop to tell them about the gears. The service desk guy, , tells me the recall failed and caused an error in the transmission and it will probably have to be replaced. They ask to keep the car for a few days to investigate the error. To date the car is at the Hyundai dealership. The dealership is requesting $5,800 + tax to fix it. The dealership ended up submitting paperwork to Hyundai Corporate in hopes Hyundai will pay to replace the transmission. With the following message: Vehicle did not have any problems with until we performed campaign 21-01-023h1 . Tech Line verified that after recall they wanted us to perform TSB 16-AT-001-2 and that made the problem worse. Tech line advise for transmission replacement I feel we should goodwill this Hyundai Customer they are the original owner. I've been assigned a caseworker through Hyundai corporate. My case worker has stated on multiple occasions that the repair should be covered since this is recall related, regardless if the car is under warranty or not. I've kept a more detailed log of the situation and each interaction (see attached) I'm requesting my transmission be replaced free of charge, per the previous service manager, , request to Hyundai. Thank you for all your help.

  Business response

  04/21/2022

  Business Response /* (1000, 5, 2022/04/21) */ 04/21/22 Thank you for your letter dated April 21, 2022, and the opportunity to respond. I have researched the situation described, and would like to share more background. Twin City Hyundai is very sorry that Ms. is facing any issues with her vehicle. On multiple occasions, we have requested goodwill coverage from Hyundai, to replace the transmission in her Veloster. These requests were declined; due to both the amount of time, and the number of miles her vehicle is past its warranty expiration. While we would rather a different outcome, we are unable to overrule Hyundai Motor America. Twin City Hyundai wants to remain amicable with all our customers, and regret that Ms. is unhappy. However, a number of factors affect the circumstances relative to the repair of the vehicle. In addition, while we share a desire for a better solution, this is all that we can provide at this time. I welcome any suggestions or guidance the BBB can provide, in this matter. Yours truly, Consumer Response /* (3000, 7, 2022/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response. It is through the federal laws (49 U.S. Code § 30120) that the owner of a vehicle has a right to a free recall remedy such as a repair or replacement of the defective part. I received notice via USPS notifying me of the open Safety Recall and Service Campaigns requesting me to take action by making an appointment at my local dealership. Since I purchased the car at Twin City Hyundai it has been my go to dealer over the last 9 years. The Service Campaign Notification stated the campaign would be performed at no cost to me. I then went to https://autoservice.hyundaiusa.com/campaignhome where I was directed to enter my VIN. This page states "Your preferred Hyundai dealer will complete the repairs FREE OF CHARGE" (Free of charge is capitalized on their website, to make it really stand out). I entered my VIN and scheduled an appointment. When I checked in I was also advised recalls were free of charge regardless of warranty status. The Service Manager, , stated Vehicle did not have any problems with until we performed campaign 21-01-023H1 . Tech Line verified that after recall they wanted us to perform TSB 16-AT-001-2 and that made the problem worse. Tech line advise for transmission replacement I feel we should goodwill. The recall directly caused an error in the transmission. Resulting in the transmission needing to be replaced. The fixes that were attempted made the car worse. I would like to get my transmission replaced free of charge. I would like it to be in the same working condition as when it arrived at the dealership. If Twin City Hyundai is unwilling or unable to replace the transmission I request they provide the full cost to repair ($6,633.97 Price quoted on PA request 100504) at another dealership. Thank you for your time and recompense to this matter. Business Response /* (4000, 9, 2022/04/25) */ 04/25/22 Thank you for your response posted today. The information you stated is factually correct, one important detail is that the responsibility for the repairs, rests with the manufacturer. Twin City Hyundai is the manufacturers designated place of repair for warranty and recall repairs. Hyundai Motor America that approves all charges and repairs and they have declined to pay for the transmission replacement. We have fought and argued on their behalf, but were not successful. We understand and empathize with Ms. ' requests and desired outcome, but the direction needs to be at Hyundai Motor America, as stated in the code referenced by Ms. "Subject to subsections (f) and (g) of this section, when notification of a defect or noncompliance is required under section 30118(b) or (c) of this title, the manufacturer of the defective or noncomplying motor vehicle or replacement equipment shall remedy the defect or noncompliance without charge when the vehicle or equipment is presented for remedy. Subject to subsections (b) and (c) of this section, the manufacturer shall remedy the defect or noncompliance in any of the following ways the manufacturer chooses" Twin City Hyundai will be happy to help Ms. in her correspondence with HMA, in an attempt to get this corrected. Please contact me below, with any help needed, and I will attempt to provide any documentation available. Yours truly, Consumer Response /* (4200, 11, 2022/04/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response. During the 2nd PA request (case number 18472308) my National Consumer Affairs Representative, , advised Twin City would need to provide proof the recall caused the error, for the PA request to be approved. This information was passed along to via email on November 1, 2021, but the requested documents were never presented to me: \ I was recently in touch with my case manager. Hyundai corporate is stating they ask for proof from the dealership that the recall caused the error, and the dealership was unable/unwilling to provide that to them. They said they'd approve the PA if they could see proof the recall caused the error. Can you please send me the diagnostic reports showing the errors? I need a report that shows what errors the computer is putting out, and when they started. The one I'm most concerned about is what error is causing the E to show on the display panel for all the gears. (P,R,N,D) Thanks for your time!" In order to go back to Hyundai Corporate, I would need to provide them with extensive proof that the 966 Engine Monitoring Logic Service Campaign directly caused the transmission to fail. Here are just a few questions I can think to ask. If you can provide even more details to show this was caused by the recall that would be amazing! 1. What is the OBD-II Fault codes the car giving? 2. How did the 966-recall cause the transmission to break and become unusable? a. For example does the computer just brick the transmission so that it won't work anymore? 3. Did the recall cause any physical damage to the transmission? 4. Will the recall have to be redone? 5. If a new transmission is put in, is there a chance the recall could cause issues with the new transmission? 6. How does the ECM effect/control the transmission? a. The 2012 model still utilizes a TCM. What are the diagnostic trouble codes from the TCM? 7. Is there a flash that can be done to undo the recall? 8. When Brian mentioned, Tech Line verified that after recall they wanted us to perform TSB 16-AT-001-2 and that made the problem worse. a. What was it like before and after TSB 16-AT-001-2? i. The TSB 16-AT-001-2 is not for this Make and Model. My 2012 Veloster has the Dual Clutch Transmission. This service bulletin has a large yellow box that states "Applicable Vehicles: All except Dual-clutch Transmission " (https://static.nhtsa.gov/odi/tsbs/2016/SB-10082455-0699.pdf) ii. The correct procedure to follow would have been Technical Service Bulletin 13-AT-003. (https://static.nhtsa.gov/odi/tsbs/2013/SB-10059655-2273.pdf) b. Did TSB 16-AT-001-2 cause any physical damage to the transmission? 9. Can I get a detailed log of every action that was performed on the car and every time it was driven during its current visit (May 24, 2021 - Present)? 10. Is the tech(s) who worked on my vehicle still with the company? Business Response /* (1000, 21, 2022/05/19) */ After speaking with thru email, we are going to restart the diagnosis and approval process from the beginning, in an attempt to get this repair covered by warranty

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a new vehicle from Twin City Hyundai. Took it in for it's first oil change. Had an apt. Went in and was told by the service department that there was recall on the computer. They would need to update it. Then they proceeded to tell us they has "blew up several computers, the exact same as yours, the part is on blackorder, we do not know how long it will take to come in." We informed the service department tech that we DID NOT want all that done. Our car is running great and we just need the oil changed. We were then told "it is mandatory if a vehicle comes in here with a recall we have to do it." After leaving me sitting in the waiting room all am until lunch a manager walked by "how are you doing?" I replied not good I have been sitting here all morning for just an oil change. He talked with service manager. After many, many hours I was told they blew up my computer too. The person I was dealing with even LAUGHED IN MY FACE. I was then toolk to the car rental place and sent on my way. The brand new 2022 Tucson sat in their parking lot under a light pole, in the weather for 60 days. We had storms, snow, salt was put down in their parking lot and all over our new car, and birds pooped all over it. We do not keep our cars in the weather. At work it is parked in a covered garage and at home it is put in a garage at all times. They closed out our ticket at one pint when we stopped by to check on it the progress so it looks on their end that the car was not there that long. But, IT WAS. The next time we stropped by they had no record that it was even there. IT WAS STILL SITTING IN THE SAME SPOT X 60 DAYS. We had the rental car the entire time. The rotors and brakes were rusted, salt on the pain, bird poop on the paint. We tried to deal with Twin City Hyundai, no results. We tried to deal with corporate, no results. Now we are reaching out to you. We were paying 2 months on a brand new car that we could not drive or even have possession of!

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/04/25) */ 04/25/2022 Thank you for your letter 04/12/2022 and the opportunity to respond. I have investigated the situation described, and would like to share some information and a possible resolution. Twin City Hyundai is very sorry for any frustration or negative interactions, Mr. may have experienced during his vehicle service. Twin City Hyundai is facing the same staffing and materials shortage that multiple industries worldwide are experiencing. Those factors were the entire reason that we were not able to source parts in a timely manner. The ECM was on backorder from the manufacturer, and as they are VIN specific, there is no other source. Staffing numbers and quality are a challenge everywhere in the world, and Twin City Hyundai is not immune to these challenges. Twin City Hyundai apologizes for the delay and for any inconvenience that Mr. may have experienced. We regret that we did not meet their expectations, and can empathize with their concerns about their new vehicle being store outside. Twin City Hyundai stores almost all vehicles outside, as their manufacturer has designed them for that purpose. We would be happy to invite Mr. to contact and I will schedule him to bring his Tucson in for a full exterior wash. In addition as a goodwill gesture, Twin City Hyundai will offer a one-time $250 payment towards their monthly car payments. Twin City Hyundai wants to remain amicable with all our customers, and regret that Mr. is unhappy. However, a number of factors affect the circumstances relative to the repair of Mr. vehicle. In addition, while we share a desire for a better solution, this is all that we can provide at this time. We thank the BBB for their help in their matter, and welcome any suggestions or guidance they may offer. Yours truly, Consumer Response /* (3000, 7, 2022/04/28) */ We did get an email from Hyundai. We answered their questions but we have not heard anything else. Our complaint has not been addressed by Twin City Hyundai. Please see the correspondence: Thank you for following up on our issues with our vehicle and service. Please see attached documentation for full description. *Where was vehicle purchased and date when purchased? Twin City Hyundai located at 3024 Alcoa Highway in Alcoa, TN *Are you the Original Owner or Subsequent? Original *Financing or leasing vehicle, amount of payment. Financing, $522.48 *Is the vehicle in your possession or down at the dealer? My possession *When did concern start (dates if possible), how many times to a Hyundai dealer to inspect, dates to dealer. January 27, 2022, 1 time to dealer *Patterns, or trends when concern(s) are noticed (when cold start up, when driving over 30 mph, etc.)? Took vehicle in only for oil change, Issue was caused by dealership *Is vehicle currently repaired or still having concern. Still having concern *Current mileage on vehicle 12,044 *What is the resolution you are seeking from Hyundai at this time? Payment for February and March 2022 (vehicle was sitting at dealership x 60 days with no resolution, New brakes and rotors (rusted from sitting in parking lot, and parking lot was salted during this time. Brakes/rotors still have unusual vibration in them. We are concerned with the safety of them. We prefer for the vehicle to be bought back by Hyundai- the weather, snow, ice, salt from the parking lot, bird poop has all been damaging the exterior of the vehicle. We keep our vehicles in a garage while at home and in a covered parking garage while at work. Our vehicles are protected! This vehicle has been sitting out for 60 days straight in all kinds of damaging conditions. The brakes and rotors were damaged. We are just very uncomfortable with the service and service department at Twin City Hyundai. The vehicle came with a great service warranty. I just don't see us getting the kind of care for our vehicle that we were promised. We tried to deal directly with the dealership without success. We have since discovered a couple of huge scratches on the hood of the vehicle that was NOT there when we dropped the car off. We can't help but think that this could have happened in the 2 months that it was sitting there. We want this fixed. We were extremely happy with our vehicle. The service department and communication has really made us lose faith. *Servicing Dealer Twin City Hyundai located at 3024 Alcoa Highway in Alcoa, TN Business Response /* (4000, 9, 2022/04/29) */ Good Morning, The customers response is a forward of their response to Hyundai Motor America. HMA is reviewing their case, as the customer has requested a repurchase. At this point that is the appropriate venue for these concerns, as HMA has taken the lead. Thank you for your assistance BBB, we hope that Twin City Hyundai, HMA and Mr. and Mrs. are able to reach an amicable solution.

*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. ↩