ComplaintsforHyundai of Cookeville

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded in my 2021 hyundai sonata limites for a certified pre owned 202 hyundai santa fe limited. After a couple days the engine started to sputter and the electronic system started blacking out. When asked the sales person he told me the good thing about certified pre owned its covered. I goto the dealership said its not covered and i have to pay for repairs. I said i wanted to get my car back because they broke our deal by giving me a vehicle that is not fully working like they certified. They told me they junked it (even though the carfax states no accident have happened to it and im the only owner. Then the manager saying they auctioned it and they would make me a deal on a new vehicle to make it right. Then didnt offer me a good deal i still had to eat the cost of the old vehicle which i shouldnt because i gave them i fully paid off vehicle. I left a ****** review. They reaponded they wanted me to call to try and mKe it right. I called and they said they are not gonna make it right and they only left the review because it is automatic and just to show people they are nice

  Customer response

  08/03/2023

  I believe i am suppose to request the amount i wish to receive from them. I would like $8,000 as that is around the amount that i had to eat on the broke vehicle they sold me

  

  Business response

  08/14/2023

  ************ bought a certified pre-owned (CPO) unit.  He said his screen blacked out while on vacation.  Once he returned to the dealership,  he wasnt happy about our diagnostic fee.  Everyone pays a diagnostic fee until we determine the problem. If it is a covered item, then we will not charge the fee.  If it is a maintenance item (battery, wipers,tires, etc), then we would charge the fee since it would not be covered under a CPO warranty.  We told him it was probably the battery, but we didnt pull it into the shop because he was so upset about the possible fee. 

  Since we werent able to properly diagnose the unit, and we speculated it was the battery, we didnt sell him a bad car.  Batteries go bad every day, even if they tested good a month ago. 
  

  As far as returning his car, there is no cooling off period in TN.  We are under no obligation to return his car and or unwind his sale. 

  Once ************ decided he wanted to trade for a new car,  we worked numbers that he liked.  He took our numbers to another Hyundai dealer that night and traded there. 

  We really strive to make every single customer happy.  Excellence is always our goal.  We tried to ****** satisfy *************  We even took the car to **************** house to make sure it would fit in his garage.  Unfortunately, a possible faulty battery, destroyed his entire view of Hyundai of Cookeville.  

  Customer response

  08/14/2023

   
  Complaint: 20412091
  
  I am rejecting this response because the issue is not with the diagnosis charge the issue is that once i bought a certified pre owned vehcile with the understand that it was in FULL working order, i took it out on the road and had multiple engine stutter failing to start up and the electrical system blacking out while on the road not to come back until we pull over and start it again. The issue is that i bought a car that was certified to be working be your company and within a couple days i was having issues and yall wpuldnt even repair it covered under it being certified and had issues only days after buying it. There was not a resonable attempt to make a deal and make it right , yall still had me eating the full cost of the vehicle that was not working fulling on top of the new vehicle cost. As well as one of your really rude managers didnt wven try to make it right when we called back to give yall ANOTHER chance from what your ****** review is stating. I understand you feel youbare not under any obligation to right this wrong as once i left you dont have to go back on the deal but as a buisness representing hyundai you should be responsible for selling a cerified vehicle that was not in fulling working order. 
  
  Sincerely, 
  
  *******************

  

  Business response

  08/16/2023

  The car was in full working order when you purchased it, or you wouldn't have made the purchase.  I'm sorry you felt someone was rude to you.  Please accept our sincere apology.    Excellence is always our goal.  That's how we continue to stay in business.  I hope you enjoy your new car!  

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About a year ago I bought a used car for them it was a 2015 ****** rough when me and my wife were looking at it the sales rep ***** told us that it has never been in a accident less that a year later it's showing signs of than one accident I took it back to the dealership and explained what they told me before me and my wife got the car and basically they told me I bought a used car and it was as is me and my wife have decided to let it go back to the bank we do not want to pay that much money for something that has been wrecked we don't know if it was done by a professional or someone else we don't know how bad it was wrecked or if the repairs were done ****** or not . Our credit can be fixed there's no fix for dead. I know nothing will never happen with my complaint but it's worth a try I have taken pictures and documented it

  

  Business response

  05/12/2023

  Im so very sorry youve not been happy with your car purchase.  A Carfax report is always available.  Also, consumers can run a Carfax report online on our website.  The option is beside every car listed for sale.  We realize most consumers are online shoppers now.  I just pulled a Carfax for your 2015 Rogue. I see you dont own the car anymore.  I hate you were dissatisfied with your purchase.  Wed love a chance to earn your business back.  

  Customer response

  05/20/2023

  The only way they will earn my business back is it they take care of the remaining balance on the car the salesman told me and my wife when we were looking at the car it has never been in a accident less than a year later it was showing signs it had been in multiple accidents that's not right to do people that way but they will get away with it nothing will be done about it they are a big business the government is all for big business 

  Customer response

  05/23/2023

   
  Complaint: 19563256
  
  I am rejecting this response because:

  Date Sent: 5/20/2023 11:35:18 AM
  The only way they will earn my business back is it they take care of the remaining balance on the car the salesman told me and my wife when we were looking at the car it has never been in a accident less than a year later it was showing signs it had been in multiple accidents that's not right to do people that way but they will get away with it nothing will be done about it they are a big business the government is all for big business 
  
  Sincerely,
  
  *************************

  

  Business response

  05/23/2023

  Again, I'm sorry your dissatisfied with your purchase, but you made the choice to stop paying for the car.  

• Initial Complaint

  03/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was forced to take the negative equity on a car they sold me with 5 recalls they never fixed. When I first bought the ****** in February of 2022, it had a busted grill and slashed tired and a cracked windshield I had to argue with Hyundai to fix. They finally fixed it. Not even 10 months later the motor blew in the ****** and they refused to help ** with a rental car or anything even though it is under warranty. I still have no been reimbursed for the rental car. I had to buy a brand new 2023 sonata that we couldnt afford because we didnt have any other options. Our car payment is almost $1000/month and thats insane. They were very rude everytime I had to go up there or call.

  

  Business response

  05/12/2023

  Customer bought their 2017 Tucson on 2/26/23.  The open recalls were completed 2/14/23.  We replaced the tires and grill on 3/8/22 and 3/14/22.  An engine ticket was opened on 1/9/23.  We must go through a proper diagnosis for Hyundai Capital ******* (HCA) warranty.  The rental car reimbursement is through Hyundai Capital *******, not Hyundai of Cookeville.  The customers do have to go through HCA customer service for rental reimbursement.  It is a financial hardship for many people.  I wish this wasnt the standard procedure now. However, the engine was approved for warranty.  If you havent been reimbursed by HCA for any rental days, please call them back and make sure to have a copy of your rental invoice. 

  
  I assume you are saying you traded into a new car, on 1/16/23, because you couldnt afford prepaying the rental bills while your engine was being replaced. I am sincerely sorry this put you in a financial hardship.  

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around May of 2021 we had to breaks and rotors replaced at the Hyundai dealership in Cookeville, TN on S. Willow Ave. Vehicle VIN number is: *****************. On October 7th we took the same vehicle into the Hyundai dealership in *********** at***** ************* Drive, ***********, TN 3**** for a headlight repair. The *********** dealership called to say the breaks and rotors needed to be replaced. It did not seem as the rotors would need to be completely replaced after 1 and 1/2 years, rotors should last approx. 50,000 and 70,000 miles. *********** stated that the dealership in Cookeville has used incorrect bolts/screws installing the rotors and it had caused damage to the rotors where they were no longer good and that they were even unsure if they could replace the rotors since the screws were stripped. On October 10th they were able to remove the rotors and replace those and the breaks however they stated the caliper could not be put back together from the damage of the incorrect screws being forced in. When we disputed having to pay the cost of new rotors and new calipers as a result of Cookeville Hyundai's negligence, they said they would take pictures and document the errors and ask Cookeville to cover the cost. *********** service department stated that although they sent the pictures and documentation to Cookeville and they admitted the error they were refusing to cover the damage costs. Since we had to have the car, we did pay for the repairs but *********** service department highlighted the costs from the Cookeville service department damage on the invoice showing us this is what was a result of their damage.

  

  Business response

  10/17/2022

  Business Response /* (1000, 5, 2022/10/12) */ On 10/10/2022 we were contacted by a service adviser at **** Hyundai of Chattanooga. **** Hyundai stated that we had caused damage to the brake caliper during a previous repair and requested we cover the replacement charges. Our service manager asked for photos for validation. **** Hyundai sent photos to the service manager's phone of the disassembled brake caliper stating that an oversized bolt was installed in the bracket and that threads were stripped in the caliper bracket. The repairs that were performed at Hyundai of Cookeville were a brake pad and brake disc (rotor) replacement on April 6th 2021 at 136,600 miles. It had been 18 months and nearly 25,000 miles since those repairs were performed. The service manager at Hyundai of Cookeville advised that if an oversized bolt was installed at that time that caused the threads on the caliper bracket to be stripped out that the bracket would not have remained stationary and there would be brake issues much sooner than 18 months and 25,000 miles later. It also concerning that the caliper was already disassembled in the provided photos, and that damage could have been caused during disassembly by **** Hyundai. Also, for an oversized bolt to be installed into the caliper the bolt hole would have to be drilled out and tapped. You cannot simply install a steel bolt that is too large to fit into a bolt hole in steel bracket. There is no evidence of this in the photos. Hyundai of Cookeville offers a twelve-month, twelve-thousand-mile warranty on all repairs and the vehicle has surpassed ***** limits by time and mileage. The customer stated that the concern only started occurring around one month ago and that they moved to the Chattanooga TN area around two months ago. The customer's concern was vibration when applying the brake pedal. **** Hyundai stated that the rotors were warped. Our service manager explained that brake rotors can warp from excessive heat caused by the brakes being applied for an extended amount of time and that this is common in mountainous areas where this is necessary to maintain a safe speed when driving down a mountain. Being as the concern only started one month ago and that they moved to a mountainous area two months ago it makes logical sense that this is what has likely occurred. In addition, they are well outside of the parts and labor warranty limits for repair. We do not see any error as stated in the complaint to the customer and the service adviser at **** Hyundai. There is no evidence that supports the claim that the repairs we performed caused damage that was discovered 18 months and 25,000 miles later. Consumer Response /* (3000, 7, 2022/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not move to a mountainous area 2 months ago I moved a year ago to Chattanooga which is a valley I have not had to drive over any mountains other than the initial move to Chattanooga a year ago. The issue had been ongoing but I thought it was a normal "humm" and did not realize it was not normal until after it was fixed. Hyundai stated the incorrect bolts were forced in by drill that caused the error so that did happen. I have escalated this complaint to the proper state authorities. Business Response /* (4000, 9, 2022/10/13) */ i understand your frustrations and we are so sorry! However, you cant force a larger bolt into a smaller hole without drilling and tapping regardless of what **** Hyundai said. The pics showed no evidence of this. Im so very sorry for your inconvenience.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I purchased a white 2017 hyundai elantra in March 2021. Besides already having to get the starter, battery and key fobs replaced, the paint started coming off of the roof,down to the metal, nothing hit it, just drove it and noticed when I got back to my home in the beginning of February 2022. Took it to the dealership where it was purchased and was then informed that it was a manufacturer defect on the white ones both hood and roof (was not informed when purchasing but hood had already been repainted by the owner before, was also not informed of this when purchasing ). You would think that with it being a manufacturer defect it should be covered, warranty or not. They have an "assistance program " that is supposed to pay 70% (not UP to 70% but a full 70%) for it being out of warranty...but it didn't even cover half. I even went to the collision place THEY told me to go to. After leaving multiple messages and no response, I had to drive back to the business 2 months after being told I would be contacted by the service manager in 3 to 5 business days with the "assistance offer". My initial interaction with them about the paint was in February when it happened and I finally got an answer after going up there at the beginning of April . I was told to call corporate to speak with them about the "70% final assistance" offer because they are the ones who take care of that. So I called them and the case manager seemed to not even care about the situation and told me their offer was final and if I didn't like it to take it up with the BBB. The bill for the roof repair was $858.63 and Hyundai offered $330.82. I was out of pocket $527.81. If my calculations are correct, 70% of $858.63 is $601.04. My case number with Hyundai corporate was 19548136. I would really like to get the full amount I paid refunded because it's a manufacture defect and shouldn't have had to pay anything but if not, at least get the difference refunded of $270.22.

  

  Business response

  05/23/2022

  Business Response /* (1000, 10, 2022/05/18) */ Contact Name and Title: ***** ****** Contact Phone: XXXXXXXXXX Contact Email: *******@HYUNDAIOFCOOKEVILLE.COM We are so sorry to hear the paint is chipping on your car. Unfortunately, our sales team wouldn't have known this to inform you about something that happened in service. They look at the ****** and the used car inspection. That's all the salesmen will know. Hyundai Motor America offers 70% of the warranty rate, which i lower than most retail rates. That's why your math isn't calculating. I know its frustrating with filing claims and the procedures. Dealerships with any manufacturer feel the same way. Unfortunately, there is nothing we, as a dealer, can do to change the procedures of the manufacture. However, we are happy to reimburse you the $270. We want you to always feel part of the Hyundai of Cookeville family!! Consumer Response /* (2000, 12, 2022/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) They wrote me a check for the amount of the difference I asked for.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I traded my 2020 Palisade back in to Cookeville Hyundai, for a 2021 Genesis GV80 around March 2021. Per the agreement, Cookeville Hyundai would be paying Hyundai USA financing company off for the Palisade, and is in my paperwork. Around 2 months after the purchase, Im still receiving, "its time to make your payment" from Hyundai Financing. I called them and informed them I had traded the Palisade in and Cookevillewas to pay them off. They stated that they had not paid this off, upon which timeI called Cookeville Hyundai and asked them why this was not paid andtold them they were ruining my credit. They lied and stated the check had been sent back to them and they just had to send it back to the finance company. Now, its near a year later, and Im receiving "its time to pay your bill" notices from who, Hyundai Financing. And have discovered my credit score that was near 700s is poor at 530 due to this non paid bill to Hyundai Financing. Again I call Hyundai Financing, tell them I've already called at beginning of this, was assured by Cookeville it was beingtaken care of. Financing informs me it has NEVER been paid off and I still owe for it, and I again tell them, I traded it off, I do not haveit and haven'tsince March 2021, and between the 2 of thenthey have ruined my credit. They tell me call Cookeville again. I did, they tell me they'll call me back with info. They call back and tell me for some reason there was just 40.00 owed and they had just paid it and its all fixed. All but my CREDIT! So, I call Hyundai Finance backand inform them of what they said, and am informed this is a lie. The whole balance remains unpaid, And will continue to rip my credit apart. I haven't missed one payment nor been late paying for the Genesis I traded in for, which is over 1000 a month. Yet due to them my credit score is 530.

  

  Business response

  02/03/2022

  Business Response /* (1000, 8, 2022/01/31) */ I have been in contact with our Hyundai Motor Finance representative. He has sent this to the research team. I've called and emailed him several times last week and he's still waiting. The customer has also been in touch with HMF. Hyundai of Cookeville isn't a lender and can not report to bureaus. We are a third party between the bank and customer at this point, but we will continue to facilitate a resolution. I will respond when I have information. Consumer Response /* (3000, 10, 2022/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Correct they are not a lender, they are however the one that does whatever they can to sell a vehicle. They are also the one in the agreement that was to pay the finance company off for the traded in vehicle, not leave it unpaid sitting ruining my credit. The finance company states they have received 42.00 from them and that is it. I made contact in regards to this not being paid off approx 2 months after trading the vehicle in, and asked why i was still receiving payment notices from Hyundai Finance. They stated for some reason there check had been returned and they just had to resend it to finance company and all would be taken care of. Months later I find Hyundai Finance sending me payment notices again. Nobody is trading a vehicle in for another and going to continue to pay for the vehicle they traded in unless they still have that vehicle. These people don't care they're ruining people. And they have lied to me in multiple occasions. Business Response /* (4000, 12, 2022/02/01) */ Your trade in was paid off 3/22, ck# XXXXX. We received a title for your trade in, because we paid it in FULL OR we wouldn't have received a title from HMF. We sold your trade in May 2021. That couldn't have happened if we didn't have a title. The only time we have heard from you is when you called and told us about this $42, which we paid immediately since it was so little without knowing why. We knew we had already paid it off, sold that truck months ago and had a title, but as a courtesy to our customer we did. Its the right thing to do. We are trying to help you but we did NOT do anything erroneous. I have no idea what the bank has done to your account, but I am trying to help. I am having to wait on the information, most are still out of the office working due to Covid, Or I can stop, and you can communicate with them solely. Consumer Response /* (2000, 16, 2022/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Its exhausting to continue with this. I did 100% call the dealership a couple months afterwards and asked why Hyundai Finance was still sending me bills. I was 100% told at that time that the check had been sent back to them for unknown reasons and they would send it back, which is why I did not look into again trusting the issue was resolved. I believe her name was ******. Anyway, I appreciate the help given minus the attitude. Anyone in my position would be upset by this and good business people would get it without comping a attitude of there own. Thank you for the help, appreciate it. Many, many thanks to the BBB. Most definetly appreciate your assistance!!

*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. ↩