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:07/12/2024

  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.

  My vehicle stopped on me is mud drive I was referred to the hydai company. They charged me for towing fee and diagnostics as well as parts and labor. I paid ******* to get the car out the shop. Once I got the car it began running worse than it was when I brought it to the a week later I brought it to another mechanic shop who told me what they charged me for was not the reason the car broke down. The whole engine is now being rebuilt because the engine is bad however had they done a complete and truthful diagnostic they would have know this I would like help on getting a refund for this charge I am a single parent of two kids and is on the verge on loosing my place to live all because of this situation. Can some one please help me

  Business Response

  Date: 07/15/2024

  Customers vehicle was towed and not running. After we performed repairs the car left the dealership running with no issues. Not sure why a different aftermarket repair facility said the vehicle needs a new engine. No refund for work performed.

• Initial Complaint

  Date:06/25/2024

  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.

  I purchased a 2023 Hyundai Elantra Blue on May 24th of 2024 from Hiley Hundai. On the date of purchase I signed a "We Owe" form that indicated that I was owed an additional key fob for my car. The salesman ********* told me that I would have it in less than 2 weeks. I confirmed that at the end of 2 weeks if I didn't have it in hand I would follow up via text. I sent a text to him on June 6th at 12:46pm to inquire and got no response. I then called on Monday June 10th at 3:14 pm and was told the manager would call me back regarding my key fob. On Monday June 10th at 4:32 pm "*****" sent me a text to tell me that the key had been cut "..but our key machine is down." and he would be in touch once he figured it out. I then called on June 18th and left a message asking for a manager to call me, but had someone from parts call me back. I called again and spoke with parts on June 24th at 5:25 pm and he told me he had not received any paperwork or documentation regarding my key fob and he hadn't received the "We Owe" from sales. He also let me know that I was the second person to call that day regarding a "We Owe" from ******** He then transferred me to the used sales manager (**** at extension 4047), where I had to leave a voicemail and I asked to get a return call and an update. I received no call so I called on June 25th at 11:44am. I also have no received the permanent plates for this car and my temporary tag expires July 25th. My understanding is that dealerships have 10 days to mail out permanent plates.

  Business Response

  Date: 06/25/2024

  I think you have the wrong store. It sounds like you are looking for the ********** location. Those employees do not work here. 

  Customer Answer

  Date: 06/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that I inadvertently selected the wrong location. I will submit a new complaint and select the ********** location.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:02/19/2024

  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 currently have a 2019 Hyundai Sonata SE that I purchased brand new in September of 2019 from Hiley Hyundai of Burleson located at 320 N. Burleson Blvd, Burleson *********** with phone number listed as ************. When I took my 2019 Sonata into Hiley Hyundai service department in December of 2023 due to my oil light coming on, my vehicle had around ******* miles in which the dealership started the process for an oil consumption claim. After getting the approval of the oil consumption test the dealership advised there would be several parts of the test in order to complete the oil consumption test. During the oil consumption test process my oil light came back on after the dealership completed an oil change. At that time the dealership sent more pictures and documents that were requested by HMA to complete the oil consumption test. I was informed on 02/16/24 that HMA was only offering to cover 90% of the engine replacement claim. This would leave me responsible for the other 10%. At the time this vehicle was bought an extended warranty was also purchased which should cover incidents of this nature and the remaining 10% should be covered under this extended warranty. Im a single parent and do not have the funds to cover this repair, however no automobile less than 5 years old should have engine problems of this magnitude and require customer to come out of pocket. Especially when the vehicle was purchased brand new and has had no other issues.

  Business Response

  Date: 02/20/2024

  When dealing with a warranty claim on a vehicle, the dealer has no say in what the manufacturer will approve or not. Hyundai, in this case has offered to cover 90% of the cost on a vehicle that is out of the 100,000-mile limited powertrain that they provide. Also, the extended warranty is already out of coverage either from miles or time. Unfortunately, all cars do breakdown over time which is why they do offer a warranty when you purchase the vehicle new. No one can every predict if or when a vehicle is going to fail. We can always ask Hyundai for more assistance, but at the end of the day it is a Hyundai Motor America decision. 

• Initial Complaint

  Date:01/23/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The actual service is fine. They stole my air caps for my tires and I had to buy new ones but thats not why Im here. I bought my car from a different dealership but came this one ONCE and ever since theyve been sending me promotional mail. I have called them to get them to remove me and they allegedly gave my info to the manager but they never contacted me. I went to the website since most companies let you opt out that way but they dont have the option. *** tried emailing the dealership specifically but they dont have an email. I even tried contacting Hyundai as a whole but they said theres nothing they can do. Look I really hate paper mail and every company that sends me mail, I contact them to get them to stop and they do. I didnt sign up to get mail so this is harassment. Im too lazy to shred the mail and send it back as ***** and awesome as that is. And returning to sender doesnt work. Please just tell them to leave me alone.

  Business Response

  Date: 01/29/2024

  We are sorry to hear that the coupons that ********************* has been sending you are bothering you. The marketing companies have a list of all customers who own different makes and models and they sell that information to dealers and other companies. 

  Customer Answer

  Date: 01/29/2024

  Complaint: 21183903
  
  I am rejecting this response because:
  All the company said was the marketing team is responsible. I dont care whos responsible. I want all coupons and marketing from Hyundai to cease. They provided no means to do so. All they are doing is trying to shift blame. Again, most companies allow you to remove yourself from their marketing lists. They provided no way to do that even after being confronted by the BBB. Ive said what I wanted to happen so make it happen.
  Regards,
  
  *************************

  Business Response

  Date: 01/30/2024

  We have responded and that is our final response. Thank you. 

  Customer Answer

  Date: 01/30/2024

  Complaint: 21183903
  
  I am rejecting this response because:
  They still didnt say they would stop sending me things. They just said they are done talking. I dont know what to do at this point. I just want them to leave me alone.
  Regards,
  
  *************************

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:09/18/2023

  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.

  On 8/22/23, Hiley Hyundai of Burleson diagnosed the vehicle with a locked engine. They have had the car for a month. After requesting documentation of the testing performed on the vehicle, I was told nothing could be provided. The customer service was inconsiderate and failed to provide information on the status of the vehicle. ***********************, the service manager, informed me through email the full engine repair being covered by Hyundai had been declined. After scheduling a meeting with him for 9/16/23, we arrived to be informed that he had already gone home, and knew that we were coming but made no attempt to stay for the meeting, by a service technician. The service technicians informed us that "every vehicle that has been sitting in their shop for over a month has an engine problem". The vehicle will be 4 years old in December, there is no reason for an engine to die that quickly. The request was declined due to "user neglect". As the sole owner of this brand new vehicle I can attest to performing the requiring maintenance and even provided receipts showing the oil changes.This was a risk to my safety as the vehicle began decelerating in traffic but also, the vehicle gave no warning of this problem by means of check engine light, anything being diagnosed in any previous inspections or servicing, knocking in the engine, rough driving, or oil leakage per the last oil change We have learned of multiple instances from friends, family members, and others in the community stating how they also encountered these unfixable engine problems. There is also a class action lawsuit about engine failures for the Hyundai Sonata.I know this is not a user neglect issue, given the recent inspection that passed without any recommendations or concern, and the oil change receipts which were provided to Hiley Hyundai of Burleson demonstrating regular maintenance. I was sold a faulty engine and Hyundai needs to accept responsibility.

  Business Response

  Date: 09/18/2023

  Hyundai denied the claim for a lack of maintenance. Hiley Hyundai has no control over the decisions that Hyundai Motor America makes. You can contact Hyundai consumer affairs for more information regarding your vehicle.  

• Initial Complaint

  Date:08/22/2023

  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.

  Dealership damaged my vehicle while doing maintenance tune up. Now they are charging me to fix this issue when it should be covered under my warranty. I also have proof of damages caused by Burleson Hyundai I purchased the car brand new and have done requirements on maintenance. They are also placing me and my kids in a dangerous situation during this time. A lawyer will be contacted next. HORRIBLE customer service and I will never buy from this dealership again!

  Business Response

  Date: 08/23/2023

  We are sorry to hear that you think we damaged your car. YOUR vehicle has been diagnosed with an electrical problem with the compressor which has caused it to fail. Having your engine coolant flushed has nothing to do with the A/C system. Engine coolant keep the engine from overheating two completely different systems. You said we have put you and your child in damage not sure if I can agree with that. Yes, it is hot outside if that is the case you are making, but A/C is not required by law on any vehicle sold in *****************. A lot of hard-working people drive cars every day without A/C and would love to be able to afford it. The warranty on your vehicle when it was new came with a 5 year, 60,000-mile bumper to bumper warranty and also a 10 year, 100,000-mile limited powertrain warranty. At the time of the A/C failure the vehicle has almost ****** miles on it which would put it out of the 5 year, 60,000-mile bumper to bumper warranty from Hyundai. The powertrain warranty cover engine, transmission, rear- end components. We did try and get Hyundai to cover the issue under warranty so you wouldn't have to pay for the repair which they denied since it is outside of the bumper-to-bumper warranty. Any good attorney will understand the difference between the two types of coverage. We try to help all of our customers out to the best of our ability each and every time and we have a ton of happy customers. It's sad that some people today think if they post negative reviews, they will get what they want. In most cases the whole story hasn't been told. 

• Initial Complaint

  Date:05/08/2023

  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.

  OUR CUSTOMERS' *** WAS TAKEN TO HILEY HYUNDAI OF BURLESON TO BE DIAGNOSED AS WE WERE HAVING ISSUES KEEPING THE *** ********* RECEIVED AN EMAIL THAT THE VEHICLE PASSED 39 POINTS OF INSPECTION INCLUDING:CATEGORY : UNDER HOOD "**** LINES AND CONNECTIONS/**** TANK BAND/**** TANK VAPOR VENT SYSTEM HOSES - PASSED". (I HAVE THIS IF NEEDED)"RECOMMENDED SERVICE: ***" SO IT NEEDED THE *** REPLACED. THEN WE RECEIVED AN EMAIL THAT IT CAUGHT FIRE AND THE *** IS TOTALED. THEY ARE NOW CLAIMING THERE WAS A **** LINE THAT THE CLIP WAS LOOSE OR BROKEN AND IT POURED **** INTO A COIL AND IMMEDIATELY CAUGHT FIRE UPON TRYING TO START THE VEHICLE. I HAVE MADE SEVERAL ATTEMPTS TO RESOLVE THE ISSUE. I LEFT MESSAGES FOR THE GENERAL MANAGER AND SENT HIM AN EMAIL. I INSTEAD GOT THE SEVICE MANAGER, *********************** RESPONSE TO THAT EMAIL AND HAD SEVERAL PHONE CONVERSATIONS.HE STATED BY , "THEY WILL NOT FIX THE ***/ARE NOT ABLE TO, THEY WILL NOT MAKE AN INSURANCE CLAIM UNDER THEIR INSURANCE, AND ARE STATING THAT THE INCIDENT WAS A RESLUT OF OUR MECHANICS WORK.THE *** WAS RUNNING AND PASSED A **** PRESSURE TEST AT OUR LOCATION. IT ALSO PASSED AN INSPECTION OF THE **** LINE AND CONNECTORS AT THERE LOCATION. THE SERVICE MANAGER STATED IT WOULD HAVE TO BE TAKEN ***E OF BY OUR CUSTOMERS AUTO INSURANCE, BUT THE INCIDENT OCCURED IN THEIR POSSESSION, IN THEIR GARAGE, AND AFTER THE MULTIPONT INSPECTION OF THAT AREA WAS DONE AND PASSED BY THEM.

  Business Response

  Date: 05/08/2023

  I wish we could say that everything this Dealer is saying is true. Unfortunately, it's not the whole story, this car was brought into for diagnostic testing before for a new engine and when Hyundai denied the claim for not being the original owner and outside of the warranty time and miles, they had a wrecker come and pick the car up from our lot with our any communication. That was back in 2022 now fast-forward to 2023 they car is brought back in to our shop after they tell the service advisor that they have had their mechanic put another engine in it from a junkyard. But the car is still having problems and will not run, also they stated they did check the fuel lines and pump. We had tow the car into the shop and push it into a service bay. At that time, we did check all the safety items on the vehicle and look for any leaking fluids at time nothing was found. So them the technician began trying to diagnose the problem. After trying to start the car a few times the fuel line came off of the fuel pump which they had worked on before bringing the car in and caused the vehicle to to catch fire. We were lucky enough to put the fire out in a very quick manner and not one was hurt, and no other damages done to our property. After the fire was put out, we did determine that whoever they had work on the car before bringing it to our shop had left the fuel line locks undo on the fuel pump which caused the lines to come unattached causing the fire. It is our position that this happened due to the person who did the work for them and replaced the engine and checked the fuel lines and fuel pressure. So, no we are not going to accept responsibility for this and the person who did the work before should accept responsibility. Which is this dealer own mechanic performed the work according to them. If you read this dealership reviews, it sounds like they have a problem with selling customers vehicles that have major issues. This will be our only response for this Dealership we have had several conversations with them and with multiple employees. 

  Customer Answer

  Date: 05/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 06/20/2023

  Complaint: 20024548
  
  I am rejecting this response because:
  

  THIER REPONSE IS INACCURATE. WE ALREADY SENT IN PROOF(UPLOADED FILES) FROM HILEY HYUNDAI OF ******** THAT THIS *** PASSED A *************************************************************************************************** THIER DIAGNOSES IT STATED THE VEHICLE NEEDED AN "***" WHICH IS THE VEHICLES COMPUTER. WHAT HAPPENED AFTERWARDS TO CAUSE THE VEHICLE TO CATCH FIRE IS THE MYSTERY.

  IN THEIR RESPONSE, THEY STATED WE HAD BROUGHT THIS *** IN 2022 FOR WARRANTY WORK BUT WAS DENIED FOR "NOT BEING THE ORIGINAL OWNER, OUTSIDE OF WARRANTY TIME, AND MILES". THIS WAS SIMPLY NOT THE ***** WE BROUGHT IT IN  APPROX. DEC 14TH, 2022 UNDER RECALL #*** SAFETY RECALL "TO INSPECT, AND IF NECESSARY, REPLACE THE ENGINE ASSEMBLY"  AS BEARING WEAR *** REULT IN ENGINE SEIZURE. THERE WAS ALSO OPEN RECALL #*** SAFETY RECALL "**** TUBE REPLACEMENT" AS THE **** FEED LINE CONNECTING THE LOW-PRESSURE **** PUMP TO THE DIRECT INJECTOR **** PUMP COULD DEVELOPE A SMALL CRACK OVER TIME DUE TO AMIBENT HEAT IN THE ENGINE COMPARTMENT. A DAMAGED **** LINE COULD ALLOW **** TO LEAK, INCREASING THE RISK OF AN ENGINE COMPARTMENT FIRE.

  THE VEHICLE WAS THERE WELL OVER A MONTH AND PICKED UP APPROX. 0/19/23 AS THERE WERE SEVERAL OTHER VEHICLES ALREADY SCHEDULED IN FRONT OF OURS TO BE INSPECTED FOR THE SAME RECALL, AS WELL AS ANOTHER VEHICLE OF OURS. OUR OTHER VEHICLE WAS APPROVED, UNFORTUNATELY THIS ONE WAS DENIED FOR THE RECALL #***. WE WERE NOTIFIED THAT WE WERE DENIED AND WE COULD COME PICKUP THE VEHICLE.  USUALLY ALL OTHER RECALLS ARE DONE WHEN A VEHICLE IS BROUGHT IN FOR DIAGNOSES BUT FOR SOME REASON THE OTHER RECALL #*** WAS NOT. PAPERWORK STATES "HOUSE TECH COULD NOT DO RECALL AT THIS TIME". WE ASSUMED THEY DID NOT HAVE PARTS/MATERIAL AVAIL. WE THEN HAD NO CHOICE BUT TO PURCHASE ANOTHER ENGINE. 

  AFTER REPLACEING THE ENGINE, WE WERE HAVING ISSUES WITH KEEPING THE *** RUNNING. WE DID A PRESSURE TEST AND WERE HAVING A HARD TIME DETERMINING THE ISSUE. WE BELIEVED THE VEHICLE NEEDED A **** PUMP OR *** BUT DECIDED TO SEND TO HILEY HYUNDAI TO DIAGNOSE AND LET US KNOW WHICH WAS NECESSARY. I SENT IN THE MULITPOINT INSPECTION SHOWING  ALL PASSED AND THAT THE ISSUE WAS THE *** WAS BAD. ALSO ATTACHED THEIR REPAIR ESTIMATE, IF WE WANTED THEM TO FIX THE ***.

   

  AGAIN, THIS NEEDS TO BE COVERED UNDER THEIR GARAGE INSURANCE POLICY, WHICH THEY STATE IT WOULD NOT BE COVERED UNDER. WE BELEIVE THEY JUST DON'T WANT TO ADMIT FAULT AND TAKE RESPONSIBILITY.  I HAVE ATTACHED MORE EVIDENCE TO SUPPORT MY CASE.

  Regards,

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

  Business Response

  Date: 06/20/2023

  It's not incorrect and we will not be responding to this again. We are not affiliated with the BBB. 

  Customer Answer

  Date: 06/23/2023

  Complaint: 20024548
  
  I am rejecting this response because:

  THEY ARE UNWILLING TO RESOLVE THIS MATTER OR TAKE ANY RESPONSIBILITY. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:03/17/2023

  Type:Billing 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.

  Hiley Hyundai had my 2022 Palisade TWICE for the same problem. While driving there was a high pitch squeaking noise. This was not a sound when the brakes were applied, rather it was most common at lower rate of speed. The first time they had my car they couldnt duplicate the noise. We shared multiple videos that we took of the noise while driving, and they refused to use those to help diagnose the problem. The second time we took it in for the same problem, they were able to hear the problem and said they resurfaced the front rotors and lubed everything up. This fix ended up being a bandaid. After the lubrication wore off the car started making the same noise and progressively became worse and worse. After another customer service issue at ********************** with my sons 2010 *******, we decided to NOT return to Hiley to get the squeaking noise readdressed on the Palisade. We took the Palisade to *********** Hyundai in *********, **. They definitely were able to hear the noise and took the wheel off to inspect and diagnose the issue. They found a brake block the was scraping against the rotor and making the noise. It was fixed by simply bending the brake block back so it no longer made contact. It was not a part that needed replaced, or a part that was damaged due to wear and tear. It was a part that was either was not put back properly after Hiley resurfaced the rotor or a part that was completely missed by Hiley when they fixed my vehicle. *********** said Hyundai would not pay them for the diagnostic because the issue was last touched by Hiley, and they were paid for the problem by Hyundai but did not successfully fix the issue. I was told I would be responsible for the $169 diagnostic fee, but they recommended me contacting Hiley to be reimbursed for the fee, or ask Hiley to directly pay *********** for the fee. The service manager at Hiley argued with me and would not listen to what I was reporting from ***********. He told me he was not responsible and hung up.

  Business Response

  Date: 03/17/2023

  We are sorry to hear that *********** is charging you for a repair that you authorized at the time, if not they wouldn't have been able to perform the work. Our records indicate that we only looked at the Palisade for the brake noise you are refferring to once. At that time, we didn't charge you anything for the repair. This story you are telling has a lot of holes in it. Unfortunately, the money that you ************************** is between you and them. We are not affiliated with the BBB. 

  Customer Answer

  Date: 03/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:05/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/10/2022 I talk to the customer service people, a woman, about servicing my car. I told her my situation that I had some issues with my car that should be covered by the warranty I bought from Hyundai in ***********. She stared she would try to squeeze me in and to bring my car in. I took my car on 5/11/2022. I told her as I was dropping off the car everything should be covered by warranty otherwise I wouldnt be able to afford it. She told me to get her my warranty information asap as she couldnt look it up. It was late that day so I called the warranty people in the morning of 5/12/2022 and text it to some guy who was messaging me about suggestions of repairs. She left me a voicemail later that day saying that my warranty was expired and they were not going to go forward. Which to me was good because as I explained to her on the phone I am in the end of my maternity leave and have no money. When I went to pick up my car Friday 5/13/2022 she hit me with a ****, which I was confused about. The **** was for running a bunch of diagnostics and tightening a s**** All of it was labor and it was 323 dollars. Im not lying when I say I began to cry. I had to go to bathroom. But when she told me that I said I didnt know I was being charged with anything. She said she sent me a text talking about cost which I assure you she didnt. I told her she didnt and she said oh , well and continued talking about charges. I told her I wouldnt and didnt agree to anything outside of a warranty. I told her I didnt have the money. Then went to bathroom and cried. She never offered a solution just kept pushing my charges. I couldnt get my car without paying. I had to borrow money from someone and spend what little I had saved for a part of my car payment. Which now I am out of it all. I go back to work Monday after maternity leave and still am just in awe. I really want my money back. I feel they should of discussed any work they were going to do and cost. Informed consent.

  Business Response

  Date: 05/16/2022

  Unfortunately, all vehicles are subject to a charge when it's brought in for service. The only way a customer would not have any charges due would be if the items being addressed are indeed under warranty or and extended service contract. Looking at the reasons the vehicle was in service department the customer complained about wipers malfunctioning, back driver rear light malfunctioning, and coolant low and vehicle over heating. The tech diagnosed all of the issues and pointed out several other safety items which need to be addressed. We sent several text messages to you that you even responded too as well. We asked for your extended warranty information which you didn't have until 5/12 at that time your advisor called the warranty company and your coverage had expired. So yes, for the tech time and for work he did perform you would be charged. All of the labor rates where disclosed at time of check in and several other estimates for repairs needed that you declined. We are sorry you feel a refund is due but, we will not be able since all of the text messages are documented in our data base and work was performed on the car that you authorized. 

  Customer Answer

  Date: 05/17/2022

  Complaint: 17203672
  
  I am rejecting this response because:The cost upfront were NEVER discussed with me during intake. I did not receive any text or notices that cost would be charged if not covered for warranty. However one would assume they would of course IF I HAD AGREED to my car being repaired or diagnosed prior to assuring coverage but I in fact DID NOT. So these are very incorrect statements and I am appalled a company such as this would say things so untrue. (Well maybe its not a shock since they would want to look good with the BBB) Sorry if I sound harsh just hate that anyone would do and say such things and take advantage as they did. But as I said, no cost was discussed or mentioned during the process. I would think a business would inform customers as they go. Labor cost and diagnostics etc. or even that a diagnostics would be ran on my car before checking the warranty as when I dropped off the car I said everything should be covered by warranty, detailed what work I wanted done, and left. The warranty was expired. Dont do the work. Unfortunately mechanics do this all too often. My brother in law works service at Auto Nation and he assured this is NOT the way a company works. That companies will check the warranty, then speak to customer about options and cost, then proceed forward. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 05/18/2022

  We did address the concerns and make a response this all that is requires for the BBB and all cost are disclosed up front.

  Customer Answer

  Date: 05/25/2022

  Complaint: 17203672
  
  I am rejecting this response because:
  The statement is untrue. 
  
  Regards,
  
  ***************************