Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/29/2024

  Type:Sales and Advertising 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.

  Email summary below sent to dealership management on 09/18/24. I have attached the full email to the attachments of this submission. We purchased a 2024 ***** 5 from the dealership on August 19th, 2024. **** ******** - sales consultant ***** ***** - sales manager During our discussions about the purchase, we were incentivized by **** showing us a promotional flyer to include a free charger and $600 installation credit through Hyundai Home Services. This was considered during the purchase of the vehicle and contributed to our decision to purchase from Hyundai of Cool Springs. After the purchase of the vehicle we were informed by Hyundai Home Services that this promotion had expired near the beginning of 2024 (roughly 8 months prior to the purchase of the vehicle and our being shown the sales promotional flyer by ****). Hyundai Corporate has advised that they are not able to account for this mistake as it was completed solely by the staff at Cool Springs Hyundai.August 26, returned after the purchase of the vehicle to address this with **** and ***** *****. ******* took photographs of the expired flyer still sitting on the sales desk. ******* presented to *****. During the three way conversation, **** confirmed that he advertised this expired promotion during the course of the sale. ***** indicated that he would be in touch with the general manager to devise a resolution. No response was received. Sept 5th, followed up again in person with ***** regarding the issues. ***** did not have any information. ***** rather indicated that he was going to be making a phone call the following day to locate answers. He advised that he would call the next day. More than one voicemail has been left for ***** *****. To date, no response. Sept 13th, left a voicemail requesting a call from the general manager of the dealership due to the lack of follow through and resolution received from the dealership. To date, no response has been received to this inquiry.

  Business Response

  Date: 11/01/2024

  I have spoken with Mr. **** this morning. We are working towards a resolution. We are going to get him a charger and get it installed for him or give him a credit for 1200.00.
  
  
  **** *****

  I got this back from our General Manager.

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2013 Hyundai ****** in 2017.There was a recall on Hyundai engines. My car is ******************************************************************** for diagnostic testing at HYUNDAI OF COOL SPRINGS, ******************* on September 18, 2024 I was not only charged a $505.34 for the diagnostic testing, they also informed me that my engine was not working and that I needed a replacement. I was informed that it would cost $8000.00+ to replace the engine. There was a RECALL on the engine so why are you charging me $505.34 for diagnostic testing and $8000.00 to replace the engine. Unacceptable An engine should last for more than ELEVEN YEARS..!What was the purpose of the Recall if the consumer has to pay for the diagnostic fee and pay for a new engine.. I contacted the corporate office ******************** # ******** @ ************ who did nothing to help me. The corporate office didn't seem to care about the unjust treatment I received from Hyundai of Cool Springs of ********* Tennessee who reports to the Hyundai ************* **************** located in ***************, ***I am seeking reimbursement of the $505.34 diagnostic fee & a replacement engine at no cost to me.

  Business Response

  Date: 11/01/2024

  We can not find a ******** **** in our Customer base.  Will you please send us a VIN #?  Maybe the ticket was written under a different name.

   

  Thanks

   

  ******* ***

  Customer Answer

  Date: 11/06/2024

  VIN NUMBER:

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

  Business Response

  Date: 11/11/2024

  To whom it may concern,
  
  I have reviewed the complaint from ******** **** against our ****************** regarding RO #****** for her 2013 Hyundai ******. Mrs. **** came in with a complaint that the engine shut down on them while driving and will not restart. They also stated that they believed the battery was dead. As is customary, we got two mechanical hours approved from the customer to perform a thorough diagnosis of the vehicle (see attached PDF with customers signature approving diagnostics). We found vehicle was dead upon arrival and used our jump box to start it. After vehicle was running we found excessive smoke coming from exhaust pipe and knocking noises heard from engine. Oil level was low on dipstick as well. The tech scanned the ecu and found code P0303 for misfire on cyl 3. He then performed a dry compression test and found cyl 3 low on psi. Tech then performed a wet compression test and found compression to rise on cyl 3. This shows that the piston rings are warn excessively. Tech borescoped the cylinder and found excessive scoring on cylinder walls. As per the Hyundai Warranty Extension TXXI that the customer is referring to, it covers engine repair or replacement regarding the malfunction of the connecting rod bearing, which is not the causal part in this situation. The tech even performed the manufacturer required test for connecting rod bearing failure with use of the *** special service tool and is passed that test. The customer has an 11 year old vehicle with 140k on the odometer. Simply put, this vehicle is well past any warranty coverages that the dealership can provide. We collected our diagnostic charge from the customer that they agreed upon at time of write up. We recommended an engine replacement and gave them a quote which they declined. Please see attached documents for reference.

  Thank you.

  **** ******

  SERVICE MANAGER

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22475518
  
  I am rejecting this response because: There was a RECALL on ********* Hyundai ****** Engines, so why would Hyundai of Cool Springs of Nashville Tennessee charge me $505.34 for diagnostic testing and $8000.00+ to replace the engine. Unacceptable 

  An engine should last for more than ELEVEN YEARS.  What was the purpose of the RECALL if the consumer has to pay for the DIAGNOSTIC TESTING FEE and pay for a NEW ENGINE regardless of how many miles are on the car or how old the car is. 

  
  
  
   
  
  
  
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 11/18/2024

  Hyundai does not cover the diagnostic charge if rod bearing is not the failure. Failure is due to piston rings failing. The diagnostic charge is for compression testing, and data analysis testing. I've attached the warranty extension literature stating engine failure is only covered due to rod bearing failure. This engine passed a bearing clearance test, which is the test required to fail if engine was failing due to rod bearing failure. Vehicle is not under Warranty per Hyundai of America Bulletin attached.
  
  Thanks,
  
  *** ********
  Assistant Service Manager 
  Hyundai and Genesis of Cool Springs
  ************

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my daughter's car (***********************). She is over 18 yrs of age. Mice chewed through the wiring harness of 2020 Hyundai Sonata SEL with ****** miles. A 10 yr/100,000 mile warranty from Hyundai was purchased. Took the car into dealership on 8/11/23 to replace the parts. Dealership stated they repaired the car on 2/16/24. The insurance company and my daughter paid in full. Prior to receiving on 2/16/24, the dealership wanted the customer to pay for a battery after sitting on their lot for 6 months. We strongly objected and they agreed to replace the battery. The car was received with low tires, and crud over the entire car after sitting at the dealership for 6 months. When driving by the customer, many warning lights were observed, and failures of the cooling system were indicated by the computer system. The brakes were also in poor shape. The harness was not installed correctly by the dealer. The car was returned to the dealer to repair correctly. The replacement wiring harness arrived mid-June 2024, and the wrong part was sent, or the wrong part was ordered. At this point we may have to wait another 6 months for a third order of the part to arrive. A loaner has been provided; however, my daughter continues to make payments without her car for almost a year (so far). We have started a case with Hyundai ***; however, they are not receptive to my daughter receiving a replacement car at this point. The service manager, the general manager, and the owner will not return phone calls or emails. Because of the condition the car was received in 2/24, we fear the car will no longer be suitable to drive.Since it will most likely be 18 months before the car may be repaired, and there is a very high probability the car will have issues after sitting for at least 18 months, we are requesting that her car be replaced by the dealership with a similar model, and the warranty she paid for, transferred to the replacement car. Waiting another 6 months is not acceptable.

  Business Response

  Date: 07/11/2024

  Tell us why To whom it may concern,
  
  I, *********************, Service Manager of Genesis and Hyundai of Cool Springs, am responding in regards to ******************** concerns with his daughters 2020 Hyundai Sonata that is here for repairs. The vehicle was brought into our dealership 08-11-23 for concerns of multiple warning lights displaying on vehicles instrument cluster. Upon inspection our technician determined rodent damage on the FEM harness and Front Bumper Harness areas. We worked with ******************** insurance to assist in the repairs/approval. We placed the order for the harness once her insurance approved the harness about 10 days later,but the harness was not readily available from Hyundai ***************** We had to wait for it to come off backorder status which did not occur until February 2024. Our technician installed the engine control harness promptly and properly, but it ended up having an internal short to ground circuit failure.The concern that ******************** had with the dead battery from the vehicle sitting for a long period of time while we waited on the harness is accurate.Brake rotors will also develop surface rust from the vehicle sitting as well but should dissipate once vehicle is driven. Typically, we should have reached back out to their insurance company to get the battery added on to the claim as it is considered consequential to the repairs/wait time, but we ended up replacing it internally so as to not drag the repairs/timing out any further.This was done as a goodwill gesture from the service department. To be clear with the install of the first harness, this was a parts product failure, not technical or installation error. Where we errored with the first harness replacement is not putting enough quality control miles after repairs during our road test. Secondary, we did run the vehicle through a car wash a couple of times but the vehicle still had build up of dirt from sitting. We absolutely should have done a better cleaning before releasing the vehicle. Unfortunately,*********************** retrieved the vehicle and had warning lights come back on shortly after taking delivery of the vehicle on 02-16-24. The vehicle was brought back in for diagnostics on 02-19-24 where we confirmed with assistance from our Hyundai Techline (technical assistance provided by Hyundai OEM) that we had a faulty replacement harness and were instructed to order another and replace the harness again. This is referred to as a parts warranty with the **** The second harness cam in late June and was installed by our technician but found the harness to have variations from the harness we removed. We verified part #s ordered and verified the box that was shipped to us and found the part #s were correct. However, the harness inside the box was not correct (mis-boxed from the ***** Again, this was confirmed while working with Hyundais Technical Assistance Line. We placed an emergency order with Hyundai for another harness which has come in 07-05-24. We have unboxed the harness and found that this harness is correct with matching #s on the box and on the harness itself. We will be installing this harness shortly and will confirm proper operation once done. We are committed to making sure the vehicle is cleaned and detailed before delivery and will put a thorough test drive to confirm all other related components are in proper working order. Again, and to be clear, the repairs that were recommended by the ****************** are the correct repairs. The $paid by the insurance company is for these repairs and these only. There are no over-repairs or misdiagnosis situations. We are not requesting any further financial contributions for the repairs either and are confident that as long as this most recently received harness is correct that the vehicle will be properly repaired. This is simply and unfortunately a case of parts availability and improper parts shipped to the dealer from the manufacturer.Thank you.  here...

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21932155
  
  This is my only option to keep the complaint open until we are satisfied. The BBB gives us 10 days to reply, and by the time we hopefully receive the repaired car, the 10 days will have expired.

  As noted by the dealer, the new part(s) were received on 7/5/25. As of 7/19/24 we still do not have the repaired car. My daughter was informed yesterday that the repair should be completed sometime next week. We do appreciate the dealership in keeping us informed.

  After we receive the repaired car, I will update the status.

  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 07/25/2024

  I need to close this complaint, but do not see how to do this. Could you send me a link to close? The dealer has addressed our complaint.

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently visited Hyundai dealership to see why my car was making a noise. They did the diagnostics and had came back that I needed all this work done $1,100 worth of work done. I told them to go ahead and do the work. They also suggested brakes may be causing the noise. I left them know that I had took my car to downtown Hyundai and they said I didn't need any brakes. I just got brakes but ***** said since they are after market brakes that's why they sound that way. When I picked up my car the noise was still there. I asked him before they did the brakes will that noise go away. ***** said they were very confident that was what is was. They were wrong the noise continued. They told me to bring it back and said this time it was the rotors and that would be another 1k plus. I just told them no because at first they said they didn't know what it was but they were just trying to find it and guessing not really know what the issue was. They are just like the other dealership taking advantage of a young black female.

  Business Response

  Date: 04/21/2023

  i RESPONDED TO THIS ON 4-13-23 WITH THE SAME INFORMATION THAT i AM ENCLOSING HERE.

   

  Customer brought vehicle in on 03-22-23 to have our shop diagnose a squealing type noise when making sharp turns. Customer informed our advisor that she had previously taken her vehicle to Downtown Hyundai for diagnosis for this same concern more than once. Downtown Hyundai recommended replacing the brakes as they were aftermarket. After we spent time at our shop,we came to the same conclusion as aftermarket brakes can sometimes produce excessive noise as the pad/rotor material are not OEM. We replaced those components per customer authorization and found the squealing noise to be gone at that time. Customer brought vehicle back into our service department on 03-29-23 informing us she was hearing the same noise. We re-inspected the vehicle and no longer heard brake squealing noise, but did hear/feel a binding type noise. Upon further inspection, the technician found that the strut bearing seemed to be noisy and also the rack and pinion had a slight binding feel to it. The rack and pinion did not feel as though it was an immediate needed repair, but the strut bearings were more so the cause of the noise concern that she informed us she was still having. Customer then informed our Service Advisor that she had recently had the strut bearings replaced at another shop (not Downtown Hyundai and not ours) and was going to go back to the original aftermarket shop that installed them to have them looked over or replaced if necessary. The customer did not inform our Advisor that she felt taken advantage of or treated unfairly. We of course do not discriminate based on any race, gender ect. We do feel that our shop has alleviated one of the noises that the vehicle had due to aftermarket components being installed. We did not charge the customer any diagnostic time for looking into this concern as we typically do. She paid for the brake components and labor only.Diagnostics normally $199.95. At this time, we feel the aftermarket repair shop should be liable for any concerns that the customer has regarding noise related to the repairs THEY performed.

  Thank You

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

  Service Manager

   

• Initial Complaint

  Date:02/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding my Car - Hyundai Sonata 2015 model bearing VIN # ***************** and covered by GEICO ************** policy : 4559894961.On Date: 24th of Nov 2022 night, due to a transmission damage underneath the car due to a pothole, I had to tow my car next day (25th Of Nov. 2022) to my Hyundai Dealer : Hyundai of Cool Springs, ******************************************************, ph: ************** and immediately filed an insurance claim with Geico on 25th Of Nov. ******. First Delay - No proper coordination between Geico and Hyundai of cool springs service shop. Hyundai Service shop told me that out of two parts, first part is in shipping status and they are waiting for second part but they didn't tell me clearly that the part is pending from Insurance side. It went on until a month with same status and I finally asked them why the delay. Then Body shop mentioned me that its delay at insurance side and not from their side.When checked with Insurance, they told me they do not see any request from Body shop to approve.Again I had to call the Hyundai service shop to tell them that they have to raise a request for insurance to approve.2. 2nd month, Second part arrived in but its a wrong part. They ordered 2019 model year part instead of 2015.Therefore, Hyundai had to backorder the part and both the insurance and Hyundai service claim no responsibility.It will be close to 3 months by next week but no ETA is available from Hyundai Service shop.Insurance covered by first 30days rental but they are not willing to cover remaining days.Hyundai service shop is not providing the courtesy car until my car gets repaired.Complaints I have are : a. Geico adjuster do not follow up for the claim status and responds very late and not on time.b. Hyundai service shop never provides update until we reach them for status.c. I explained my car situation to both but no one wants to take responsibility.d. I had to call Hyundai parts dealer personally and raise a case for escalation which is actually the responsibility of Hyundai service shop. I raised a case today with Hyundai parts and they said they would get back to me with some status.Its always I need to follow-up with ***** and Hyundai service shop but they do not care about their customer.Currently I'm waiting on for an ETA.

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/522 my check engine light came on on my 2020 Hyundai Veloster leased from Hyundai of Cool Spring. This car did have a recall on the engine in the past so I called the dealership that day to make an appointment. The dealership didn't seem too concerned and set my appointment for 39 days later on 11/12/22 and said call back if the light starts flashing/turns red. They did not notify me there was currently an active recall on my vehicle despite listing it in my appointment email or have any urgency getting my vehicle serviced before this date.4 days later on 10/9/22, I was driving on the highway when my cars stalls and won't accelerate. I pulled off the nearest exit as my car decelerated from 70 to 45 as I merged 4 lanes. Once off the highway, I restarted the car and drove to a safe location before stalling again. My engine light was still on, my oil light turned on, and my battery light turned on. I was unable to start the vehicle and needed to call a tow truck which took my car straight to Hyundai of Cool Springs. The next day, they informed me my car would be ready in 3 days. They refused to give me a rental so I can get to work during this time. 3 days later, they call me saying that they need to order yet another part for my vehicle and the car won't be ready until the weekend still refusing to give me a rental. I did not get the car back until 9 days later on 10/18/22. I expressed concerns over the reliability of my vehicle. A sales person said I was looking for favors and the ** refused to take my calls for 2 days to help resolve this situation. The ** never offered any compensation for this situation. I do not feel safe driving the Veloster and I do not feel like I can rely on the dealership to service my car if I have further issues. I am seeking compensation for the tow truck (*****), paying on a vehicle I couldn't use for 9 days ($75.81), and for the turn-in fee to end my lease with Hyundai of Cool Spring ($428) for a total of $593.41.

  Business Response

  Date: 12/07/2022

  Response from Service Manager *********************

  From what I gather the dates recorded from the customer complaint all seem to be accurate. The details are as follows. Our ****************** receives many customers calling in daily with warning lights and various issues in addition to the numerous campaigns that most of these vehicles have. Being that we are an 8 bay shop we do have a waitlist on getting vehicles seen. All service centers have an appointment calendar as this is necessary to keep organization and proper workflow. We set an appointment for the customer on 11/12/22 as it was first available for diagnostics. It appears that when the customers vehicle worsened before her appointed time we assisted by prioritizing it over our other customers in our shop in an effort to get her vehicle back to her as soon as possible. This was a goodwill gesture. We have a shortage of loaner vehicles and currently have a waitlist which is why we did our best to try and accommodate the customer by prioritizing her vehicle. We had started the diagnostic process on 10/10/22 and had parts were ordered that day. Once parts arrived for the camshaft replacement/CVVT we went to work to install these parts, again, ahead of other customer vehicles that had pre-dated this customer. The vehicle now would run but not correctly. After further inspection we found that the vehicle had poor oil pressure (causal from the camshaft/CVVT failure mentioned above). We had no way of knowing this ahead of time as a vehicle has to be running in order to check oil pressure and her vehicle came to us not running. We ordered the additional components, timing chain and tensioner/cover.  Once parts arrived ************** went to work and had it completed on 10/18/22 at which time the customer took possession of the vehicle. The Campaign 974 that the customer has referenced has no connection to the fault and repair of the vehicle. Campaign 974 is simply an ECM update to improve the knock sensor logic. This would not have prevented or deterred the failure of the camshaft/CVVT and is an important distinction to make. All in all, the dealership put priority on this customer and the repairs her vehicle needed. We are sorry to hear that they are upset with our efforts. Thank you    *********************

  Response from General Manager *****************

  ************** reached out to me during a day I was out of the office. Once I returned I received his voicemail and returned his call. ************** stated his frustration with his current vehicle and told me it was in our service department currently. I assured him that we would get it fixed as soon as the parts arrive to us. He still seemed a little scared of the vehicle once it was fixed. I then worked a quote up for him on trading the vehicle in on a new Hyundai that he was inquiring about. We was very generous with the trade allowance and price of the vehicle. The parts did arrive a few days after and we got the Veloster fixed for him and back on the road.  Thank You   *****************
  

   

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18476156
  
  I am rejecting this response because: A 2 year old car shouldn't break down on the highway. I should have been informed of the recall from the start. It shouldn't be an "act of goodwill" that they took my car immediately. There were critical issues with my car that could have lead to serious injury and they have made me feel like I am unreasonable for asking for any accommodation or compensation for the faulty car. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/22/2022

  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 purchased a vehicle on 7/6/22 - immediately starting having issues and emailed them on 7/7/22. I never received a response so as the issues continued (sensor issues, a well-documented issue with the auto start/stop where my ***** Pilot fails to restart) I called on 7/21/22 to try to speak with someone, again with no answer. On 8/6/22 I finally was able to get ahold of someone who made an appointment with their service techs on 8/8/22. They could not find anything wrong since it does not do it 100% of the time. I continued driving the car and on 9/16/22 the issue happened again and I was almost hit as my car would not restart - the issue I had been emailing and calling about since less than 24 hours after purchasing. I went straight up there and spoke with ********************* who told me "that is how it is supposed to work" and "my wife does not like that either" completely not listening and blowing off the major safety issues I was having with a vehicle I recently purchased from them and had been contacting them about consistently. This is a major safety issue and he did not care.I emailed the ** and my email was clearly forwarded to ********************************* who told me he would get me and my young children into a safe car. He led me to believe I would only be at a loss based on the miles I had put on it (which would have been close to none had they listened the first time I contacted them). After leaving work again to try to get the issue resolved, he told me I could not be picky and I basically just needed to take was he was going to offer me. He then showed me an offer of 28k for it- a huge loss for a car I only had 2 months that was faulty when I got it. This is a well documented and well known issue with ***** Pilots and this car never should have been sold. While I don't expect anything will ever be done - this is unethical and a disgusting way of doing business. They sold me a faulty car that was unsafe - putting myself and my children in danger.

  Customer Answer

  Date: 10/05/2022

  As of 10/5/2022 I have not heard from Hyundai of Cool Springs. There has been no contact and no resolution at this time.

  Business Response

  Date: 10/26/2022

  BBB,

  My name is ******* ***, and I am the controller at Hyundai of Cool Springs.  I have not talked to *********************** personally.  I am including 3 statements of people that interacted with her over the time since she purchased the vehicle.  The first is from *********************************, sales manager.

  I was forwarded an email from *********************** on the 15 or 16th of Sept this year. She was requesting to return her vehicle she had purchased in July (2017 ***** Pilot), for a full refund. Her reasoning for this was because the vehicle was operating erratically and made her feel uncomfortable.Most vehicles 2015 or newer come standard from the manufacturer with the auto start/stop feature that engages when coming to a complete stop. The motor turns off briefly until pressure is released off the brake pedal and turns back on.She claimed that shes had the car in the service **** several times for the malfunction of the start/stop feature, but we were never able to diagnose any malfunction with the vehicle or the auto start/stop. She had taken the vehicle to ***** and was diagnosed as a ***** class action issue with no immediate resolution.Keeping in mind, the issue is a manufacturers issue, not a Hyundai of Cool Springs issue. This feature was on the vehicle at the time of purchase. Based on her own research, this is the exact vehicle she wanted and selected on her own. We had the vehicle inspected and serviced prior to advertising the car for sale, allowing us to place our complementary lifetime powertrain warranty on the vehicle. She also decided to purchase some additional coverage in the finance office to cover the electrical and mechanical components of the car as well.
  
  I offered to trade her out of her vehicle, that she clearly no longer wanted or felt safe in. She repeatedly asked for a full refund, and I informed her that we would not be able to refund her, but I would be able to help trade her out into something else. I discussed some options over the phone with her, but she was not willing to listen any of the options we had. I explained to her that in order to trade her out into something she would consider, she would need to be more open to the selection we have, which at this moment, isnt very much. I showed her the 3rd row suvs we had that were close in her price range and we drove them. I gave her some figures on one of the vehicles she selected. She was not happy with her trade in amount and became frustrated. Again, she wanted back everything she paid for the vehicle which was not realistically possible with the mileage that she had put on the vehicle. At the end of the day, this issue is not the customers fault nor is it our fault. We have a warranty we placed on the vehicle no charge to the customer and again, she herself purchased additional coverage on the vehicle. If there truly is an issue with this vehicle, it would be covered by the service contract she purchased. But as of now, the service department has not been able to detect any issue. I recently send her a very favorable proposal to trade her Pilot back in, almost giving her to the dollar what she paid for it initially. It was an effort to try and help resolve her issue and also to show that are actions have been more than fair and consistent in helping her from both sides of our dealership (sales to service). I have not heard back from **************** though she has opened the email and proposal I recently sent. I would expect she is reviewing the numbers with her lender and seeing if we can move forward.

   

  The second is from *********************, sales manager.

  I first spoke to the customer about the issue around 2 months after she purchased the vehicle. The day she came in for service she came to the Sales Desk, after she had a service visit to check the vehicle out for this issue. She told me that she was emailing us over and over again, since the day after she purchased the vehicle, and was unable to get a response. I pulled up the customer's account and couldnt find any emails from her to the dealership or to her salesperson. I asked her what the email was that she was sending the email to, so that I could figure out who she was emailing that wasnt responding to her. She said she didnt know what the email was. I just wanted to know who wasnt responding to her and she said that wasnt relevant and it was an email address that she emailed the salesperson at before. She then stated that she had tried to call and was unable to get anyone on the phone here for over a month of trying. She said that then she got an appointment set up to come in for service. She said that the ****************** was very helpful and responsive to her concern, but they were unable to get her vehicle to duplicate the issue that she is having. She said that she was coming to a stop and the vehicle was shutting off and not restarting as she was coming to a stop or taking off again. I tried to explain how the Auto shut off feature works and she said that she doesnt like it and that it doesnt start back if she is not completely stopped and is moving slowly, and it has happened at least 2 times already. I told her that it can be an annoying feature and that you can shut it off. My vehicle has the same, fuel saving, feature and that I am not fond of it either and neither is my wife. I told her that we normally just shut it off when we get in the car. She said that she shouldnt have to remember to shut it off every time she gets in the car to go somewhere. I told her that I understood her feelings, but there is a lot of vehicles that have this feature now. It is a feature that tries to make you come to a complete stop and then it will restart as you release the brake and hit the gas to go. I told her that she has a warranty on the vehicle and can maybe take it to the ***** Dealership and see if there is something they can do to help or maybe they will have a solution, if there is an issue with the system. She stated that it has only happened a couple times and would like a solution to the problem. I also told her that we could trade her out of it into another vehicle, if she didnt like the feature. She said that she bought this one, because this was the one she liked and doesnt just want another vehicle. If she wanted anything, it would be for us to give her all of her money back and not buy another vehicle from us.  She stated that she was upset with the way the vehicle was acting and I told her that I understood, and we dont want her to have any issues with her vehicle either and that is what the warranty is supposed to be for. We talked again about her going to the ***** Dealership and checking to see if there was an issue that they would have a solution for. When she left, after talking to me, I thought that her next step was to see if the ***** ****************** could find a solution to her issue. She was very upset about the vehicle and didnt like the auto shut off feature at all. I offered her my information and my email as well as my GMs email to have more contact information for her to let us know what happens and what she decides that she wants to do. She later reached out to the Dealership, I guess after she went to the *****s ****************** and ended up talking to *******. I was off work that day. When I came in, after my day off, ******* was working with her to find a solution. I was asked to just let him finish working with her, at this point. He was going to work with her and try to trade her into another vehicle or help her find a solution. That is the last time that I was involved in this situation.

   

  The third one is from *****************, our General Manager.  He has offered to trade her out of the vehicle with giving her the full amount as trade in value and she will not respond to him by phone or text.  Here is what he has offered in his own words.

      My name is *****************. I am the general manager here at Hyundai of Cool Springs. ***************** contacted us a few weeks after she purchased the pilot from our dealership regards to the engine cutting off when she stops. We did ask her to bring it in so we could check it out at no charge to her. Once service checked the Pilot out, they couldn't find any issues with the vehicle. They said it was auto stop/start feature that was making it cut off. I believe she also took it to ******** well after we looked at it as well.  We did offer ***************** to trade out of the Pilot since she was not happy with the vehicle. We did work numbers on a trade option but was unable to agree on figures. Recently we did send her another proposal on the vehicle she was interested in offering her trade allowance of what she paid for the vehicle.  We got an email from her today saying that she will be in on Friday to accept our deal of a trade with full value being applied to the trade in.

   

  Thank You

   

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

  Controller

  Hyundai of Cool Springs

• Initial Complaint

  Date:09/02/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought brand new ******* GV70 in late February 2022. Within 6 weeks starting having total dash board lights up with warning indications. Have taken the car in for service 4 times for the same problem. It is not safe to drive. While service department has been courteous, the same problem keeps reappearing. The service department started to me they cannot find a resolution to the problem. I do not feel safe driving the car and service has had it for multiple weeks for each occurrence.