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: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.

  In Jan 2024 I took my 2020 Hyundai Palisade to Murdock for a frozen "HUD". This was the 2nd issue with the HUD but the first time they reviewed it. They updated the software and told me to bring it back for a new HUD unit if the issue happened again. On 6/14/2024 the issue happened again and I took it straight to Hyundai. The next day they released the car back to me with no resolution because they "were unable to replicate" and encouraged me to "take a photo or video" while DRIVING the next time it happens. On 6/27 my vehicle returned to Murdock with a seized caliper and was scheduled for repair on 7/1. On 7/3 while repairing my vehicle they caused damage to the front bumper. This caused the vehicle to be sent to a body shop for repair and (confirmed at a later date) caused additional internal damage to the proximity sensors causing them to fail. I received my vehicle back on 7/17, but when I picked it up the FOB was on the dash in 105+ degree heat, and unattended. They seemed to not even notice I was packing up the car with stuff from the loaner. It's my firm belief that I (or anyone) could have simply driven away with the vehicle without saying a word. On 8/8 the vehicle was picked up and the HUD unit replaced. On 8/23 the new HUD unit failed for the first time. It failed again on 9/3 after it had been returned to Murdock for the proximity sensor failure. The vehicle returned to Murdock on 9/4 for a dead battery where it has remained to this date 10/28. Since being back within Murdock's possession the proximity sensor and HUD have both reportedly been replaced. I have not picked up my vehicle at this time as I requested an extended warranty (the current warranty expires in >2000 miles and due to the damage they caused I am NOT comfortable keeping my vehicle without warranty extension or some sort of protection from the damage they caused). At this time, no resolution has been reached.

• Initial Complaint

  Date:08/16/2024

  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.

  On August 5th, I dropped off my car at Murdock Hyundai for potential warranty repairs. Unfortunately, they lost the key, setting the stage for ongoing issues. They began working on my car on August 6th, informing me they were awaiting approval from the Certified Pre-Owned (CPO) program. On August 12th, I received an email from the Hyundai consumer case manager stating that the dealership was working on my car. However, when I inquired about rental car and towing coverage (since the repairs are under warranty), the dealership service manager, Jace, claimed he hadn’t informed the case manager because he hadn’t heard back from the CPO. This was contradictory to what I had been told earlier. I contacted the CPO, and their agent confirmed they hadn’t heard from the dealership since August 6th, requiring documents from Murdock Hyundai to proceed. This indicates Jace had not sent the necessary documentation despite claiming otherwise. I informed Jace and the Hyundai consumer case manager about this, but I've been given the runaround and lied to throughout the process. This isn't the first time I’ve faced poor service at Murdock Hyundai. In 2022, they kept my car for a month with no communication. Despite the repairs being under warranty, they didn’t offer a loaner or rental. After finally getting my car back, the check engine light returned the next day. I had to demand a loaner while they fixed their mistakes. This is the worst dealership I’ve dealt with. The customer service and communication are horrendous. After waiting nearly two weeks, I’m considering junking the car and buying from a more reliable brand like Toyota or Subaru. I seek your help in holding Murdock Hyundai accountable and ensuring they improve their service standards.

• Initial Complaint

  Date:06/21/2024

  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.

  I am still Waiting for My spare tire, Murdock has continuously Ignored me even If I have reached out though Text, email, in person. They continuously say the tire is on back order and every time I contact them the follow through falls and I have to start all over again with a new person. My key was the last thing I received in January 2024. I have been ghosted since and they always act as if I am the one who dropped the ball. I want my spare tire. The sad part is that I have purchased 3 cars from them and My Ionic disappeared in their system because, according to them it was a computer system change issue until after many attempt-s they added it to my account. I am being treated as if they do not value me a costumer. I have been Loyal and patient Beyond belief. I am contacting you because they have strong me along for way too long. Thank you for listening. Here is my original conversation and promise, All my other conversations were though texts. I received my key, finally Friday January 26th at 12:40 I got my key, and this is the last I heard about my tire. I have been ghosted again; I am also attaching the original purchase email.

• Initial Complaint

  Date:06/13/2024

  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.

  In August I went into business to purchased a car and put $5000.00 down in cash. I kept calling to find out when I would receive my payment book and plates. Then I was told the first contract was never put in?? I had to come in and redo contract. Which I did. Kept calling no plates... Even when into dealership and they assisted me with the problem I was having with charging. I received a call from the sales manager they stated they messed up and could no longer you my bank statements and needed my tax returns. Which I complied with they stated everything will be taken care of. And I was two of the employees were fired , the 1st employee was demoted and another employee went to another Murdock. Then I was called again and they stated they would have to redo the whole process. After that my car was taken without warning from dealership. I filed a police report thought the car was stolen. Since then I have been treated poorly! Employees cussing at me accusing me of stealing the car and I owe them $6000.00 Stated they had to REPO my car? Everyone that works here accusing the person of the mistake they made and even blaming me. Prior I was told if they could not put me back into the same car they would return my $ now they are saying I sole the car and owe them $6000.00. This is the worst thing that ever happen to me. I do not appreciate someone threatening to throw my personal items in the trash or my character or accuse me of stealing a car and threatening me. I need the owner to call me back. Resolution: Please send me all my personal belonging to the address I provided Emery. Please fix my credit report and remove all the hard hits you did to my report. And Refund the money I gave to you which is $5000.00. And an written apology on how you treated me. I decided to purchase the car in cash in Las Vegas Hyundai. Which I have. Please have Hyland take a customer service class and he should be written up for how he treated me.

• Initial Complaint

  Date:03/08/2024

  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 Hyundai Elantra was stolen on 1/23 and recovered 1/24. I chose this dealership to repair the vehicle so they could make the Anti-Theft upgrade and because it was the closest location to me. Insurance cleared them to do the mechanical and interior work. I received a call last Wednesday letting me know that mechanical work and been completed and that they were working on the interior. That was the last time I or my insurance agent were able to get an update. I have spent most of my morning getting transferred in circles that ended with me getting the same receptionist over and over. I then called corporate in hopes they would resolve my issue. They informed me the best they could do what be to assign a "case manager" that would contact me in three to five business days. I have had no issues with Hyundai in the past, in fact I purchased an Ioniq 5 last month. This lack of service and contact is shocking. I am still paying on this vehicle and there appears to be no regard at all for the customer experience. For resolution, I'm simply asking for the car repairs to be finished and the car released to me or my insurance. Considering I am still paying on this vehicle and they payout to this dealership from insurance is already over $4500, some compensation to help cover the car payment and car insurance would be appreciated.

  Business Response

  Date: 03/08/2024

  We reached out to the customer to get the vin number for the vehicle in question. We do not have any cars in our service departments under this customer name at either Ken Garff Hyundai dealership at this time. We can try to research further if we have the vin number of the car in question.

   

  Thank you

  Trent B***

• Initial Complaint

  Date:02/24/2024

  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.

  On Saturday the 10th of February, we dropped off our Hyundai Veloster for manufacturer recalls and the possibility of replacing the mechanical key tumbler on the driver door as it had recently failed forcing us to use a keyless fob for entry. The keyless fob system installed was a 3rd party unit but the car was purchased from an official Hyundai dealership originally. Because of this, they refused to do service on the tumbler and charged us an hour long electrical diagnostic fee when the tumbler is a mechanical part located via the end of the door. It is held in place by a single 9mm bolt that is easily accessible. Upon picking up the vehicle we declared that we did not ask for this service and that they failed to follow instructions because they though we were referring to the keyless entry system. After discussing with a service rep, they waved the charges, gave us our vehicle and sent us on our way. Two weeks later we are receiving calls from them attempting to collect on this waived fee that started with coming in for manufacturer recalls. No one gave us any names when this happened, but they sure gave us the keys for the vehicle to leave.

• Initial Complaint

  Date:11/01/2023

  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.

  Found a car : ***************** that was advertised for $25271 in their website as well as multiple others car search engines. Called to confirm for availability to an agent (10/31/23). Price and availability was confirmed, but told to wait until next day since 7pm at Hallowing night it wasn't a good time to close a deal. Scheduled appointment next day at opening (11/1/23). As I am driving into the parking lot I am told (by text) that there is a pricing mistake. "new'' price is $36995 online but sales agents says that it was an honest mistake and that the 2 was a 3 i.e. $35271 instead of $25271 . Later he says that is actually $36995. I have screenshots for the buy it now online system that I didn't do since I was confirmed an appointment next day. Considering legal recourse for false advertisement since still as of now, price on several search engines is showing $25271 as the price.

  Business Response

  Date: 11/09/2023

  There was a pricing error. Mr ******* was not our only customer who called on this car due to the price. We communicated to both customers the pricing error was off by $10,000. Our General Manager stated we were open until 9pm on Halloween night. Our General Manager will call Mr ******* to explain the error in person.

• Initial Complaint

  Date:10/18/2023

  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.

  We took in our Hyundai Sonata about 12 or so months ago, because it was having issues accelerating and went into a mode that had to be reset. As they were inspecting it they said that we needed to have the spark plugs changed. We decided to go ahead and change the spark plugs, and Murdock Hyundai charged us 500. After we pulled out of the dealership, the car was still having trouble accelerating and was choking when pushing down on the gas peddle. This was an indication to me that nothing was done. A year later and after several problems with this vehicle that were the same issues that we had when we took the vehicle to them, we took the spark plugs out and switched them to brand new ones. Car isn't acting up anymore. I had my brother who is a seasoned mechanic look at the spark plugs, he said they were never changed and the 3 spark plugs that are in the picture, are original to the car. I would appreciate an itemized statement with what exactly was changed, and a refund for the parts and labor that were never changed.

  Business Response

  Date: 10/19/2023

  Murdock Hyundai Murray had one repair order from 10/3/22 with no requests directly to our managers in the past year requesting help to resolve this concern. The customer came in with a flashing check engine light at 156,000 miles on the car. We found a fault code P1326, which the code flow chart directed us per TSB 22-01-033H to perform a bearing clearance test and it passed.  Per the procedure, we performed a software update, cleared fault codes, and completed a test drive of the vehicle. The result of the technician’s test drive showed the car was running as designed. The spark plugs and engine air filter were recommended at that time due to the length time since the last maintenance and the mileage (at that time they were 56,000 past due for that maintenance to be done). They are recommended at 90,000 miles. We only have the one repair order from 10/03/22 and no follow-up calls to any of our managers regarding any concern for that repair order/car.
  
  The photo provided of the spark plugs shows normal operation for the spark plugs to discolor to around the ceramic base. According to our technician, if spark plugs were original equipment, the ceramic discoloration would have been more black and the electrode would have much more ware and carbon build up on the tip. The picture shows our technician that the spark plugs in the picture were not original spark plugs but that they were replaced per the repair order. A more experienced Hyundai technician viewed the picture and said, "There is no way those spark plugs (pictured) had 156,000 miles on them!"

  We appreciate the opportunity to make any situation right. We hope this demonstrates good faith that the repair was completed as defined in our repair order history.

  Customer Answer

  Date: 10/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The work on the vehicle was never completed as specified in the order. The car immediately had problems the second it got on the freeway that night we picked the vehicle up. No sane person would take the car back or trust a mechanic, that didn't fix the problem to begin with.  We have since then taken the car to a mechanic we trust and they fixed the issue with the spark plugs and the car is running fine now.  

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

• Initial Complaint

  Date:05/17/2023

  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 purchased a 2020 ****** in April 2020, and was offered the lifetime OIL program through the Murdock dealership, I used it 1 time before they destroyed the Murray Dealership.I attempted to use it during 2022, made an appointment showed up and they expected me to sit in the hot sun for 4 hours waiting for my car to have an oil change (after having an appointment). I talked to the service department at that time and they told me I could go to Lindon or to Bountiful and have service if I felt like it and was told its almost the same distance.. So I left before I completely lost my temper (but not before asking for a refund of the Oil program money and they just laughed at me), I attempted to contact, by email, calls, online with ***************** for Murdock and they never responded.today May 17 2023 another appointment showed up with my wife, were told 45 min to an hour so we walked down the road a ways to get a drink, come back an hour and 15 minutes later and the car was NOT started to be serviced, and they were not offering an actual time frame only we can drop you somewhere... (****** is a 2 hour 45 minute drive home) sitting in the "waiting room for 2 hours not an option", went to find the general manager (gone for the day) a decent sales manager helped me, told me to get it serviced and he would make sure i get reimbursed. (I hope this happens) At this point they should refund my original OIL payment plan and we can part ways and I do not have to worry about driving in to salt lake to get the value.this is NOT buyers remorse this is HORRIBLE CUSTOMER service.

  Business Response

  Date: 05/22/2023

  Customer came in at 3:09 for his 3:15 appointment on Wednesday for his service. There was some confusion on whether he wanted the 2 open recalls completed along with the oil change or not. He declined the recalls being performed but they were still on the repair order and that prevented it from going right into the lube bay even though the customer declined having those done. This was our fault and has been addressed internally. When the customer returned around 4pm, it was next in line to be done. Our Service Manager called the customer, spoke to him, apologized for the inconvenience and frustration we created. We sent the customer an email with the Service Managers personal contact information so I can reimburse him for the service he had performed and for future service visits. We want to keep the customer coming so we can address open recalls and Hyundai pre-paid maintenance services. We hopefully can rebuild his trust with our new process and procedures.

• Initial Complaint

  Date:01/12/2023

  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 wife took my car in for a repair, ~5+ months ago. We have called them several times and get told they will call us back. They have never called us back and we have no clue if they still even have our car. I personally feel they have taken parts out of my car, to sell one of their new ones. I want my car back and I feel some sort of compensation for their complete lack of competence. It's not hard to send an email, call someone or even give a text update. They need to figure their c*** out and give me my vehicle.

  Business Response

  Date: 01/17/2023

  In response to complaint 18731118,
  
  I would first like to apologize for the inconvenience and stress this situation has caused. The Murdock ********** expects all our service advisors to communicate effectively with our customers as their car is in our repair shop. Regrettably, that was not the experience offered to this customer. That is unacceptable behavior from our employees. We take full responsibility for the lack of communication during this time and are doing everything we can to fix our mistakes. 
  
  Upon further review of the complaint, it has been determined that the time the car was in service was due to a back-ordered part. When the original back-ordered part was delivered, it was unusable. The Murray parts department returned the part and filled out another warranty application. When the application was approved, a new part was ordered. Unfortunately, the part was still on backorder. The part arrived in late December and was installed in the vehicle a few days later. It is now ready to be picked up. Again, this entire process should have been communicated with the customer.
  
  We cannot reimburse the customer as the parts and repairs are covered under warranty. However, we would like to offer some solution. To do this, we would like to offer the customer five (5) complimentary oil changes.

  Customer Answer

  Date: 01/21/2023

   
  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.
  
  Sincerely,
  
  ***************************