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:01/21/2025

  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.

  My 2019 Hyundai Tucson has a little over 50K miles on it and I bought it brand new. I started having issues with it over a month ago where the vehicle was hesitating when you would accelerate where it was not switching gears properly. I contacted the service **** and they advised I would have to bring it in for them to look at. I had to pay for a rental as they do not provide vehicles when they are "examining" the vehicle. They figure out that there is something wrong with my transmission. So, they tell me i need to come back in and drop the vehicle off for them to do some additional work so they can get the transmission covered under warranty. Again, they were unable to provide a vehicle to use because they said it was a required review by the manufacture before they could order my transmission. I explained that I could not be without a vehicle as I had to get my son from school each day. They said they would have it in and out within a day. So, I had to borrow my neighbor's vehicle in order to pick my son up from school. They get my transmission in and replace it and provide me with a loaner. I get it back and it's worse than it was when I first took it in. I take it back and they tell me i would need to leave it with them. They also explain that it was a refurbished transmission, and it may have been a faulty one. Unsure why they are putting in a refurbished transmission when they should be putting in a brand new one. So again, i have to leave my vehicle for them to look at and they cannot provide me with a loaner. They call me today and say that it's not my transmission, it's the Catalytic Converter and the vehicle is unsafe to drive so i have to leave it there while they order the parts and are able to replace it. Another item under warranty, yet once again, they cannot provide me with a loaner because they don't have one. This is not my issue. These things are covered under warranty. I should have a loaner. I cannot be without a vehicle!

• Initial Complaint

  Date:10/14/2024

  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 2018 Hyundai ****** for my daughter over 2 yrs ago. The motor is now burning oil and the warranty, which is still in effect, should cover this expense. My daughter and I have attempted multiple times to communicate with Wilson County Hyundai's service department manager with either no response or vague text messages such as we will let you know something tomorrow. My daughters safety is at risk due to their negligence. This is the only means of transportation she has to work, school, etc.

  

  Business Response

  Date: 11/13/2024

  Hello,

  We do not have an open repair order on this vehicle.  When searching by name, we only have a single cancelled Repair Order from 2017 attributed to this customer name.  There is a process for oil consumption under warranty.  The customer needs to make an appointment with our scheduling department at ************.  Once we get the vehicle in and plug it in to Hyundai's **************************** we will be directed in the next steps for a consumption test.  Once Hyundai approves the consumption test, we will have a claim and if we prove the engine is burning oil more than a Normal six year old vehicle, they will tell us which parts need to be replaced up to and including engine replacement.  This is not a phone call to the dealership type of situation.  Hyundai wants to see pictures of the engine, measured oil consumption over time and then they approve or deny the claim.

  There is literally nothing we can do to start the process without physically plugging the car in and sending the data to Hyundai.  That said, I can be reached at ********************************************************** and ****** ********, our Service Manager, can be reached at *************************************************************  Additionally, I am going to ask ****** to reach out to the customer now to see if we can get it in here.

  ***** Bone

• Initial Complaint

  Date:10/11/2024

  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.

  purchased certified used car on 9/16/24. Was leaking oil when we purchased the car. Returned the car for repair 9/19/24 because my husband was out of town and I had no transportation to and from the dealership so it was parked until he returned from business trip 3 days later. Made contact with my salesman and service department to make them aware it would be brought in for service. They had it for 2 weeks and it was supposedly repaired. We picked up the car on 10/4/24 and the leak was much worse so we return the vehicle to the dealership for repair again on 10/5/24My husband picked up the car while I was at work on 10/9/24. I drove the car to work on 10/10/24 and got home. Inspected the driveway and the car was still leaking oil. I took pictures of underneath the car and sent them to the salesman and let him know it would brought back in today, 10/11/21 again to be repaired. My husband was told by the repair agent that he didn't know how long they would have it but it will be kept until the job is completed correctly. Our first car payment is due 10/31/24 and I haven't had the car in my possession for more than 6 of the last ******************************************************************** the shop for an extended, unknown, period of time.

  

  Business Response

  Date: 11/13/2024

  Hello,

  It is my understanding that this repair has been completed and the customer had a loaner vehicle while we had her vehicle.  We are here to assist the customer in any way we can.  ****** ********, our Service Manager, has spoken with the customer recently and did not believe that we had any remaining issues.

  ***** Bone

• Initial Complaint

  Date:01/29/2024

  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.

  01-25-2024 2015 Hyundai Elantra bought 11-20-2017 with ***** ********** by ************************* Paid cash (a blank check) at $16,000.00 and with this he requested extended warranty. They were also to do something else but I do not remember what. I have had many places on the car the the paint has **me off. Taken it to many auto paint ** including two Hyundai dealers. Said it was rock damage which there is no way from where the paint was **ming off. Now the transmission stated acting up. I was told by case manager ***** to have it towed to Hallmark Hyundai and have them look at it. Needs a new transmission. Went several times to find out what was going on. Since I am renting a car at this time. Told they were talking with the case gentleman and had ordered the transmission. About three weeks later I got a call it was ready. Picked it up and was told that I owe $2978.66. I was never told that it would not be **vered under warranty. Even when I spoke to the case gentleman. At this time I have ***** miles ***** told that it was not **vered under warranty Should have been **vered under warranty and rental car paid for. Per the gentleman that is like my grandfather. And has bought many cars from Hyundai and all cash sales 1. No way a cars transmission should not last longer than this one did. 2. These cars do not even have a dip stick in order to check the transmission 3. I am 68 and never had a transmission go bad on any of my cars. 4 I was told that it had the extended warranty per the man that bought it. If the salesman did not do as asked by the purchaser then that is a problem. ***************************** the salesman and did not ever look at any of the papers. That is how much he trusted them. 5. I am retired and had to put this charge on a credit card which I am now paying interest. 6. Just want the $2978.66 refunded

  

  Business Response

  Date: 02/14/2024

  Hello,

  It seems your complaint is with Hallmark for not submitting your warranty details or for failing to notify you that you would have a bill.  Since we were not the company that worked on the car, I am not sure what we can do to help or why we are the object of your complaint.  Unfortunately, it is true that rock chips are not covered under any warranty but can be covered under insurance.

   

  ***** Bone

• Initial Complaint

  Date:12/11/2023

  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 have a 2018 hyundai kona. Something is wrong with the motor. It's been at Wilson county hyundai over 3 weeks and I have been without a vehicle. They say all the loaner cars are out and as soon as one becomes available they well let me know. My car is still under warranty and I feel like I'm getting a run around. Today the service rep said they are waiting to hear from Hyundai about the repair.

  

  Business Response

  Date: 02/14/2024

  This is a duplicate complaint with an identical one being submitted on the 22nd.  I will respond on the newer complaint.

  

  Business Response

  Date: 02/14/2024

  Hello,

  This customer is in their car and the last time we heard from them, we had them following the Hyundai recommendation for a fuel consumption test.  Thus far, we have found the vehicle to be operating within normal range.  However, we are glad to continue testing under the guidance of Hyundai TEC line.  As of the moment, we cannot prove that any work is needed on this car.  Not to say it's the case here but there are some online forums advising people to smear Hyundai dealers in the hopes that we will give them a new engine.  It is not up to the dealer.  A very specific process is followed and then Hyundai uses data to make a decision.  My understanding is that the car is not at our shop, the customer is driving and we had them following Hyundai's recommendation for an oil consumption test.  If it is determined that her car is not functioning properly under warranty, she will get a loaner car while we work on hers.  Hyundai's approval is the first step to make that happen.

• Initial Complaint

  Date:08/17/2023

  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 dropped my car off to be repaired on my May 2nd, 2023. It is now August 17, 2023 and I had to call the dealership because I had not heard anything since July 7th when a ************************ last updated me on what was being done, which was nothing, because the previous person before her quit/was fired and she was 'catching up' on their work. Today's call (August 17, 2023) ended in the same way when I talked to a service center employee, who did not give his name, and gave me the run around yet again because ************************ quit/was fired, sometime between July 7th when she last called me and today, which has left my car not being worked on at all. My car has not being worked on since I dropped it off in May. Since May I've made car and insurance payments for a car I can not drive and that has clearly not being worked on, this is a huge inconvenience as I'm not able to use something that I'm paying for. My car is under warranty but I'm still coming out of pocket for some of the repair so they're not doing it for free, even if I wasn't coming out of pocket, so I'm confused as to why this dealership still has my car. I have record of every single conversation from May 2, 2023 until August 17, 2023 between the dealership and myself and it's clear how they have no intention on fixing my car.

  

  Business Response

  Date: 08/29/2023

  Hello.  Since receiving this complaint yesterday, I have done some investigation with my *******************  The short answer is we messed up.  Your case did not get handed off as it should have and processes we have in place to prevent these situations were ignored.  These engine jobs typically take a couple of months to get approvals and get the parts.  I am sorry yours has taken longer and that we exacerbated the situation with our ***************** Manager leaving unexpectedly.

  Since I got involved yesterday, we have received information from your third party warranty that they will supply us an engine.   I am willing to move the customer to the front of the line when the engine is here and the store will pay her deductible if that is an acceptable solution.  However, the customer has asked us only to communicate through an attorney which could force us to have our attorney communicate with her attorney and we don't have an approval to move forward at this time. 

  I am willing to take responsibility where we failed and get this customer back on the road as soon as her warranty company allows.  These jobs do take time and we do not have anything from the warranty company other than an offer to send us an engine.   I will do whatever the customer wants - I will pay to tow to another Hyundai store or I can deal with the warranty company and try to get this done.  If none of that is acceptable, I can have our attorney contact hers and try to work something out.

  I would like to personally apologize for our failures here.

  ***** Bone