Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Dealer has lied about my income. They refuse to give me a copy of my original credit application I filled out with pen and paper. I am a disabled person. Dealer lied I am retired and receive and income of *****. A lot of information on my credit application is false and not from me. The general manager ****** ****** seems to be fraudulent.

  

  Business response

  01/09/2025

  Good afternoon, BBB.
  
  Mrs. ****** has come to our store several times asking for a handwritten credit application. We do not use a handwritten credit application in our store, everything that we do is digital except for the reference sheet and the vin verification that is done by our sales associates.  We have explained this to her several times as well as her daughter and some friends that she has brought with her. 
  Almost two weeks after she purchased her vehicle, in two different areas near the attachment of the rear bumper you can notice that there are two paint chips. Our of curtesy we offered to paint the areas and we also offered her a paint pen. She declined both. And the reason I say "out of curtesy" is because when we do the vehicle walk around (that I have attached a copy of it) is signed indicating that nothing was wrong with the vehicle (interior, exterior, etc).
  I have attached a digital file of her folder for your review, including the credit application. 
  From looking at her credit report, you can see that she visited other dealerships and banks. She could have filled out a manual credit application there. 
  
  If you need anything else from me, please do not hesitate to contact me via email at **************************************** or at the store at ************. **. The entire file was too big to submit. I only submitted half. If you need the other half, please advise how I can send it.
  
  Happy New Years for you and your loved ones. 
  
  Best regards, 
  
  ******

  Customer response

  01/19/2025

   I am rejecting this response because:
  
  After two months of back and fourth. On January 14 I was called in to Hyundai of El Paso to make a deal. Owner was willing to ****** the deal. Only problem was that my trade vehicle was sold. I was given two options nothing more or less. First option was to pay the ***** of negative from my trade that was sold cash same day. Second option was to get into another new vehicle and put the negative on that loan. I didnt feel very comfortable that I had no choice and I feel I should have not been responsible for the negative balance since the whole deal was bad. So I took the second option as an only resort. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I spoke with a service manager *** on Saturday March 16 2024 after numerous of calls to them and assured me he was going to assign a service advisor first on Monday (today) and nothing and called at 4pm and he said he was going to check about my car and would call me back in 10 minutes and nothing. I am currently without a vehicle and Hyundai doesnt resolve nothing for me with repairing my vehicle thats under extended warranty. I appreciate Hyundai to give at least a rental car and to keep me updated with the status of my vehicle.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a brand new 2023 Tucson NX4 from Hyundai of El Paso in January 2023. I began to have problems with the brakes in March 2023. I took the car into the dealership for an oil change and a brake check, I was told there was no problems with the brakes. When I press on the brakes, the brakes pulse and stutter and the steering wheel begins to shake. I took the car back to the dealership and they claimed to have fixed the brakes twice but I continue to have the problem with the brakes. I am now being told there is nothing else they can do but every time I brake, the brakes stutter and the steering wheel shakes.I have contacted an attorney and was informed that the dealership is avoiding to look into the problem anymore to avoid me seeking a new car due to lemon laws. I am Korean and there has not been any effort in explaining what is being done to my car or any repairs they claim to have made.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The owner of Hyundai of El Paso, ***********************, and the General Manager, *************************, should be deeply concerned about the reputation of their dealership. The Service Manager, *********************, should share in this concern. It is disheartening to witness a dealership, entrusted with upholding the standards of the Hyundai brand. One particularly egregious issue revolves around the Theta engine, commonly found in Hyundai Santa Fe Sport vehicles sold by this dealership. This engine has a troubling history of production-related problems, leading to a class-action lawsuit against Hyundai. My ordeal began when my vehicle's engine abruptly ceased functioning while I was traveling at highway speeds on Spur 601. I consider myself fortunate that it did not result in a dangerous situation, but this incident marked just the beginning of my troubles.The warranty claim process proved to be an exercise in frustration. Attempts to gather information over the phone were met with stonewalling, leaving me on hold for an exasperating 45 minutes before I decided to drive to the dealership while still on hold. Upon my arrival, I was informed that my engine had indeed seized. I provided documented proof of two years of regular oil changes using full synthetic oil. Astonishingly, the dealership denied my warranty claim, citing 'exceptional maintenance neglect.' This decision felt like a blatant attempt to evade their warranty obligations and was deeply disappointing. It came to my attention that the dealership had inaccurately entered my vehicle's mileage in the request for warranty coverage. This falsification was entered into the system and submitted for review. When I brought this issue to the attention of the Service Manager, *********************, he stated that mileage has no bearing on a decision related to warranty coverage. This raises concerns about the transparency and integrity of the dealership's practices. Entered milage was ******* with the actual being ******. A major discrepancy.

  

  Business response

  12/09/2023

  We have resent prior approval to hyundai for review with the correct mileage and repondant was returnd  declined due to THE ** WAS REVIEWED AND BASED ON THE INFORMATION PROVIDED; THIS PA REQUEST HAS BEEN CLOSED DUE TO THE MALFUNCTION BEING EXCEPTIONAL MAINTENANCE NEGLECT, NOT A WARRANTABLE DEFECT. NO GOODWILL ASSISTANCE IS BEING OFFERED, THANK YOU.

  Customer response

  12/11/2023

  
  I appreciate your prompt attention to the mileage discrepancy and the re-submission of the prior approval request. However, I would like to respectfully reiterate my request for clarification on whether my warranty claim has been re-evaluated.
  
  While I understand that mileage alone does not determine warranty coverage, it's crucial to clarify that my concern is not about an unlimited mileage warranty. Instead, I want to emphasize that I have diligently maintained the vehicle throughout its life, including regular oil changes every 6 months. I have provided documented proof of two years of oil changes, further reinforcing my commitment to proper vehicle care.
  
  Additionally, I believe that the inaccurate mileage entry has led to a misunderstanding of the vehicle's usage and maintenance history. The total mileage on the vehicle is ****** miles, which I have accumulated over the years of ownership. I have demonstrated responsible and regular vehicle maintenance.
  
  I kindly request clarification on whether my case has been re-evaluated, taking into account the corrected mileage and the evidence of proper maintenance. I believe this re-evaluation will reveal that the issues with my Hyundai Santa Fe Sport's Theta engine are indeed warrantable defects and not the result of neglect.
  
  Your attention to this matter is greatly appreciated. 

  
  

  

  Business response

  12/21/2023

  Hyundai of El Paso supplies the information to Hyundai and they are the ones who make the decision we have resubmitted the corrections and with that it still came back declined customer has the option to contact HMA ************** 

  Customer response

  12/22/2023

  I am writing to reject your response and to state I find this a matter of profound significance concerning the 2014 Hyundai Santa Fe Sport purchased through Hyundai of El Paso and the subsequent issues that have arisen. I wish to underscore the seriousness of the issues at hand. 
  
  The aforementioned vehicle has experienced a severe malfunction resulting in the abrupt loss of engine function and associated functions while operating at highway speeds. This occurrence poses a significant safety hazard, not only to the vehicle owner but also to other road users who may be placed in jeopardy by a malfunctioning vehicle within traffic.
  
  In light of the gravity of these circumstances, it is imperative to acknowledge the paramount role that Hyundai of El Paso must play in addressing and resolving this matter promptly and responsibly. Furthermore, it is crucial to recognize that a potential conflict of interest exists, as the owner of Hyundai of El Paso is Mayor ************************ It is incumbent upon the dealership to ensure that this association does not unduly influence the handling of this matter.
  
  Moreover, I must emphasize that Hyundai of El Paso must actively engage in seeking a solution rather than distancing itself from the situation. The safety implications of such a vehicular malfunction cannot be understated, and it is imperative that the dealership acts with the utmost diligence to find a comprehensive and expeditious resolution.
  
  Despite previous attempts to rectify this issue, it is deeply concerning that a resolution has not yet been achieved. In light of these circumstances, I strongly urge Hyundai of El Paso to prioritize safety and the well-being of all parties involved. It is imperative that the dealership works diligently to find a suitable resolution to this matter promptly.
  
  I kindly request your immediate attention to this matter, given its critical nature. 
  
  Please consider this letter as an ******* attempt to address and resolve this issue. I am available to discuss this matter further should you wish to engage in productive dialogue to reach a satisfactory resolution.

   

  
  

  Customer response

  01/15/2024

  Issue is not resolved. Good faith attempt was not done. 

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  my vehicle has been with Hyudai since September 11th for a repair, they took two weeks to tell me the dual-clutch transmission needed to be fixed. that same day they didn't give me a price for the repair they said they had forgotten. I called 3 times to speak to a manager and I was denied, not until I went in person did they give me a quote for the repair but they still didn't tell me further details about the car because they said the mechanic hadn't seen the car yet. they also told me that they didn't contact me because they were waiting on parts to come to the dealership so I had to fight them telling them I never agreed to pay **** so why would they need to wait for the parts to come in? I had to get a ****** case manger to help me resolve this issue and she too is having issues reaching them. I've called more than 20 times and I'm on hold until the call drops, I need to call at least 3 times for someone to get on the phone with me. it's been almost a month since I haven't had a car to go to work and in that entire time, I haven't had a loaner car for me to use or offered any compensation for the time and money I am loosing.

  

  Business response

  10/16/2023

                                        
  verified customer concern found faulty dual clutch assembly customer declined repairs at this time 
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
              declined repairs.                          

  

  Business response

  11/02/2023

  
  PERFORMED DIAGNOISES FOUND FAULTY DUAL CLUTCH ADVISED CUSTOMER OF COST  CUSTOMER DECLINED REPAIRS WE ALSO PEFORMED A AIR CONDITION DIAGNOISES THAT WE TOOK CARE OF COST 
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  driving and abnormal RPM when coming to a stop.             
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
              Found faulty dual clutch assembly. Customer                 
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
              declined repairs.
                 
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Expressing my dissatisfaction regarding the failed engine recall service performed on my vehicle. On Monday 4/17/23, I dropped off my Sonata at Hyundai due to the motor recall campaign we learned of the day the engine seized.Over the course of several months of calling for an update, they requested all of the service documentation. Hyundai has numerous recalls, some of which my vehicle was affected by. One which states defect would result in engine failure, posing a significant safety risk to both the vehicles owner and other road users. Dates of recalls I was affected by: Recall 123, Sonata Transaxle Shift Lever Repair; Recall 160, Seat Belt Anchor Pre Tensioner Inspection; Recall 174, Airbag ************* ******* Campaign 935, Sonata Sport ECM Software Update DTC P0087; ******* Campaign 946, Underbody Corrosion Preventative *******; ******* Campaign 953, ************* Update-Engine Monitoring Logic Product Improvement. I find it irresponsible that Hyundai of El Paso knowingly neglected to perform recall 162 each time my vehicle was there for subsequent recalls. Hyundai's Recall 162 service campaign was not addressed within the allotted time within which they were ordered to comply. This failure to rectify the defect in accordance with the recall notice has not only compromised my safety but also violated lemon laws and the implied warranty of merchantability and fitness for a particular purpose, as provided under the Uniform Commercial Code. It is evident that the dealership's actions have breached the duty of care owed to me as a consumer, as established by state consumer protection laws. I kindly request that Hyundai of El Paso to take action to rectify this matter.

  

  Business response

  09/21/2023

  Hyundai Motor ******** is the one who declined repairs for the car not Hundai of ******* we have provided all nessesary doc

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive been having this problem for about 2 months now. My car started having issues with the engine. I would take the car they would fix but then a few days later the same engine problem would come back. I took the car about 3 times before they started finally making progress. First out of no where they said that my breaks were the problem and that it was giving vibrations all the way to the engine. So I paid them to get breaks done. Then they fixed the issues and gave me car back. Week later same issue with check engine. Engine doesnt go past **** rpm. June 9th, employees are being nasty they dont answer my advisor suddenly has medical emergency and doesnt reply to text anymore. Getting ahold of anyone on their customer service takes about 1 hr before anyone comes on the phone. Then when they do come on they are nasty rude so June 9th I took back. They been doing the same test over and over and over last time they wanted me to pay but I raised h*** and they did it free. So now theyve had my car since June 9th according to them, Hyundai has not given any approval on my car and been having to spend hundreds on Uber to get to work since 2 months ago

  

  Business response

  07/14/2023

  we havew contacted customer ******************** has given approval for repair and customer has given a rental 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I left my vehicle at the service department on hyundai of El Paso Monday 05/08/2023 at 12:00 pm. Vehicle was in for a diagnosis, the service advisor ***** told me the vehicle was going to be at the dealership at the most 5 days, if it was more than that I was supposed to get a rental vehicle. ****************** doesn't have any attention to customers, they don't follow up with the customer. I have been very frustrated at this situation. it is ridiculous the amount of time they take and they will give you excuses such as we have not inspected your vehicle because of the construction going on in the dealership.

  

  Business response

  05/22/2023

  customer aware of wait time on drop off to perform diag on her car and at that point we couldnt duplicate customers concern and required more time and also performed a saftey recall we apoligize for the extended time it took we wanted to try to resolve customers concern 

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 31st, I transported my vehicle to Hyundai of El Paso fro Engine repair. I was promised to have answers within two weeks. I did not receive any relevant information until the first week of August regarding my engine or my warranty appeal, after calling for several days straight to get answers in which the Service representative was not present and no one else decided to help or even contact me regarding my vehicle. I have not received a proper answer as to what was wrong with my engine, only that my warranty was denied. I was promised by the Service manager and Service rep. that they would get ahold of my extended warranty service (MaxCare via Carmax), just to see if anything could be done, and after four weeks, that has still not been done. Last week I asked for them to see how long the Seller could hold the used engine for and I was promised a callback. I have not received one and I have called back again, and have not been able to get ahold of anyone. It has been three months and I barley received an estimate on a used engine replacement within the last week or two. They have not ordered the engine but are requiring me to pay them in full before they even order the engine or begin work on it. I have been without a vehicle for three months, in which I have had to find other paid transportation to simply go to work or anywhere else. They have offered no reparations, whether its even a loaner vehicle or even deigning to work with me when I was honest and told them I would pay for at least half the engine up front because I did not trust their dealership to complete my engine within a timely manner. I have had two witnesses, a family member, and a manager from another dealership with me on two of these occasions, and both received non answers like myself and can verify my statements if need be. Any information in a timely manner from this dealership and any form of reparations would be appreciated as I have been losing money because I have no car.

  

  Business response

  09/13/2022

  we are working with customer to help resolve customers concern 

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went in for an oil change and after service, my car came out shortly with an error indicating Check Forward safety system. Car only has **** miles and is under warranty. Had to pay for labor for damages that were not done by us. ***** came out again after paying for service. Lack of communication from my service coordinator, *******************, service manager *********************, and service/ parts director *****************************. I am told they will call back and I do not get calls back. I have text messages with no responses back. I had to go thru ******** to ask for upper management to call me. I just want my car repaired!!

  

  Business response

  10/03/2022

  customers car has been repaired and retured to customer 

*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. ↩