ComplaintsforNorth Freeway Hyundai

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have had multiple vehicle repairs performed on my vehicle through my extended warranty at the North Freeway Hyundai facility (attached). I took my vehicle to another shop for a second opinion in September 2022, because my car still was and still is not performing correctly (after being repaired at N Freeway Hyundai) and I could still feel and her grinding in my front end suspension (after North Freeway said they couldn't duplicate or find my complaint/problem). Well come to find out, ALL of the repairs done to my car at N Freeway Hyundai were not completed or job half done (pics attached from 2nd opinion). EVERYTHING that N Freeway said the repaired/replaced on my car is a problem. I have literally begged N Freeway to fix my car correctly and the Operations Manager , Tim Shipe, told me over the phone that I have NO 12 month or 12k mile warranty on the repairs/replacements on my vehicle and that he is terminating our relationship ( I gave them a poor review on their survey they sent me previously). I have emailed the owner, Tim Shipe and the service manager Brandon Burris (email attached) NO RESPONSE what so ever. I have reached out to the Texas Attorney General, Hyundai Corporate office (they told me to file with you), because the dealerships are independently owned.

• Initial Complaint

  08/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  My issues with NFH started last year in Dec 2021. I took my 2011 Sonata hybrid in for specific services(around $400) which I approved. They performed unauthorized services on my car totaling $1,281.28. Which I didn't have the money for so they said they would release my car but I had to pay for the services. Trying to be fare I made three separate until I paid the total. Fast forward to June 2022 I took my car in for oil change and left message for the mechanic to check the refrigerant level because the air conditioner would stop getting cold while car is in idle. I waited 2 hours after that I asked for my car because I had to leave. I was told that my a/c was not getting cold because my car was running hot and I should be it back for diagnostic ASAP. I said my car has never ran hot and proceeded to leave. I am very attentive I would have noticed if the gauge was up and the light had certainly never came on. Four days later my car ran hot for the first time. I took it in to have it diagnosed they emailed me a estimate for $1758.76 to replace the water pump and heater hose. I wanted it fixed because my car is my livelihood so I had to use there sunbit payment option because I need my car fixed. Three weeks after the repair the car was doing the exact some thing so I took it back and asked them to check to make sure everything was done correctly. They sent me a new estimate for a thermostat housing($1087.25) saying that was the problem and I asked why wasn't it caught doing the diagnostic test that I paid for they stated it was caused as a result of waiting to bring the car in. So reluctantly I had that done because I need my car and I don't want to buy a new car and have a car note. This morning I dropped my car off again with it doing the same thing! I would like a refund for previous unauthorized repairs. Also a refund for misdiagnosed repairs.

  Business response

  09/02/2022

  On June 24th, the customer brought her 2011 Sonata with 134,283 miles to us complaining of a faulty ac unit, but in fact the vehicle was overheating.  The customer declined service at that time, drove away, and returned on 6/28 with 134,600 miles and we replaced a water pump and hose.  We could see the water pump leak.  On 7/26 with 135,186 miles, the customer returned to have a cracked thermostat housing replaced.  On 8/13 with 135,439 miles, the customer returned with a fan motor not working. 

  All work was authorized by the customer.  Unfortunately, when a vehicle withe 135k miles is driven while overheating, many issues could occur including those experienced by the customer.

  The leaking water pump and cracked thermostat housing were plainly visible and correct diagnosis.    When the water pump was replaced, the fan motor was removed and could have been replaced with no additional labor.  We did not charge the customer any labor for the fan motor repair on 8/13 taking this into consideration.

  We would be willing to work with the customer regarding a refund for the fan motor which she paid $530.26.  Please have the customer contact our service director, Tim Shipe, to discuss.

   

  Thank you.

   

  Paul J. *******

  President                                                .

  Customer response

  09/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17785741, and have determined that this proposed action would not resolve my complaint.  
  I have recovered my vehicle from the business, however I’m requesting a refund for the payments I made for unauthorized services and replacement of valve cover. I’m requesting a refund for all the charges that where not directly related to resolving the issue that that where implemented by the diagnostic test. In direct relationship with the issue I was having with my car.
  
  Regards,
  
  
   
  

• Initial Complaint

  01/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to file this complaint against Hyundai Motor Co. America. I submitted a case with Hyundai regarding my 2013 Hyundai Sonata Hybrid on December 15, 2021 regarding the fact that North Freeway Hyundai dealership wanted to me to pay for the repair of the brake booster. North Freeway Hyundai diagnosed that the brake booster needed to be replaced on December 14, 2021. Let it be known that I brought my car to the dealership for the same issue on July 7, 2021 and after checking the vehicle, the dealership said there was an issue with the engine and it was a recall issued. They replaced the engine which took 2 months and diagnosed other repairs that I paid $816.38 for. Two weeks later, the same issue started again. My car displayed “Hybrid system warning…safely stop and DO NOT DRIVE”. The car immediately starts to slow down and comes to a complete stop while driving even on major highways. In my opinion, this is an extremely unsafe issue because it will stop any time, anywhere and cause an accident. I took my car back to the dealership where they told me that it would cost an additional $2,800. I complained because this issue should have been address back in July when it was initially diagnosed, and it was doing the exact same thing, but it was not. I filed a complaint with a case manager at Hyundai Corporate. The case number is 19092652. The case manager was supposed to call me within 7 business days but instead she emailed me on December 24, 2021, at 4:57pm asking me to describe the issue over again. She had documented this information in the original complaint/request on December 15, 2021. I emailed her all the details again on December 24, 2021 and called and email several times with no update. My car had been at the North Freeway dealership since December 7, 2021, this time around and up until Friday, January 14th, there was no response from the case manager named Valerie. She said would not pay for the repair because the warranty has expired.

  Business response

  01/17/2022

  During the July 7th visit there were a number of concerns, as well as an open recall 198 which deals which and engine inspection. During the inspection of the engine it failed the test, and because it has the engine warranty extension of 15year 150,000 miles it 

  was replaced under factory warranty. No problem was found with the brake booster during that visit. Vehicle did returned on December 9th, and during inspection found the brake booster has failed and needs to be replaced. 

  The brake booster is covered for 60 months or 60,000 miles from warranty start date with no extension of warranty coverage.  Vehicle is at 91 months, and 144,579 miles. The brake booster is out of warranty by 84,000 plus miles 

  and the dealership can not change the warranty. The customer would have to deal with Hyundai Motor of America which they have an open case with. 

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my 2016 Hyundai Sonata hybrid to north freeway Hyundai on November 8, 2021 for a recall service appointment. After being there for a numerous amount hours, I decided to go check on the status of my car since no one was keeping me informed in the service department. I was informed at that time that my vehicle had failed the recall inspection test and needed a new engine. I was to leave my vehicle in their care at that time. My car was in mint condition beside a few scuff marks on the rear bumper. No damages no where else. My car stayed at the dealership for almost 2 months under their care. I received a call on Wednesday, January 5, 2022 from Brandon in the service department to inform me that my car was ready. At the time I was in a enterprise rental. On Thursday, January 6, 2022 I went to the dealership to retrieve my vehicle. I parked the enterprise rental in the dealership parking lot as advised. I went inside and the cashier retrieved my information and invoice and I signed off on it acknowledging I was picking up my car. The cashier then went to pull my car up to the service lane to return it to me. Once I got my keys from the cashier, I went to my car and walked around looking for any imperfections before driving off. Once I got inside of my car that’s when I noticed my front windshield had a crack in it going from the left side all the way to the middle of my windshield. I was very upset and disappointed that this had happened and no one informed me of this. I went back inside the service department and reported it. Brandon went outside to inspect my vehicle. He stated it could’ve happened during a cold front but due to no cameras there, there was no proof. I filed a insurance claim with my car insurance company. I filed a claim as well through Hyundai motor company. I left a message for Tim Shike as well. No one has called in regards to this as of yet. I refuse to pay for this when it was under the dealership care. This needs to be fixed asap.

  Business response

  01/17/2022

  The dealership has contacted customer and has agreed to replace the windshield at no charge. 

  Customer response

  01/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  I am presently waiting for the windshield to arrive so that it may be replaced according to the dealership at this moment. Hopefully, everything is resolved soon. 
  
  
   
  

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