ComplaintsforAlexandria Hyundai LLC

• Initial Complaint

  03/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  3/09/2023 On this day , this business stated that they refuse to repair, test, and inspect my vehicle that is currently under a Federal Government Consent Order # ****-*** UNITED STATES DEPARTMENT OF TRANSPORTATION NATIONAL HIGHWAY TRAFFIC SAFETY ADMINISTRATION **** *** ****** ******, ** **** ********, ***-*** Washington, DC ***** The NHTSA assigned a Recall # ***-*** as stated in consent order. This order requires any and all dealerships to repair the vehicle without any cost to customer. They refuse to perform the work. the recall does apply to all 2011 Hyundai ****** 2.4L Theta II GDI engines, the recall is a court order that must me done, as stated in consent order listed above. Here is the Vin # of the vehicle in question ( ***************** )

  

  Business response

  04/10/2023

  Dear ****************:

  Thank you for your April 3rd email regarding ******************** complaint. I was out of the office last week, but am back at my desk today (April 10th) and wanted to provide an update regarding this matter.

  Our Service Manager, *******************************, has been in contact with **************** regarding the 2011 Hyundai ******.  Hyundai Motor America is the party that determines the eligibility of this vehicle for coverage.  We have reached out to Hyundai Motor America in this regard. To date, they have not authorized repair of this vehicle. 

  It is our understanding that **************** has a consumer affairs case open with Hyundai Motor America.  We are happy to assist with ******************** communication with Hyundai Motor America.  Again, however, Hyundai Motor America is the entity that will determine coverage in this instance and, thus, authorization of repair.

  Best regards,

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

  Owner / President

  Alexandria Hyundai

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

  Customer response

  04/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Alexandria Hyundai is misleading the Hyundai Claims department.  When the vehicle came in for service Hyundai of Alexandria was supposed to provide the claims/warranty department with the status of my car.  Under the Hyundai Assurance Customer Care anytime a vehicle is brought in by a customer with known engine problems the Service Manager is supposed to research the Vin Number through Hyundai's system  called ******, notify me that there is a problem with myvehicle that is under lifetime engine warranty as of 02/2016 due to a engine replacement.  After I am notified about the problem with my car the dealership is suppose to provide me with transportation under the SRC program or a alternate vehicle.  This dealership failed to contact me with the correct steps instead they left my car on the dealerships lot for over a month while the service manager was on vacation and the business owner did not assign anyone else to handle the situation.  Instead they said they are waiting to hear from my Hyundai Case Manager who has called me several times and said no one is available for me to get any answers.
  
  However,  Hyundai of Alexandria never followed the policy and never sent any vehicle test results to the case manager.  They also told me on my invoice that no work was done , and on the phone the service manager told me he was not going to do it at all and pick up my car with a bad engine that is under warranty and is in violation of the the
  
  (United States Department of Transportation National Highway Traffic Safety Administration)
  
  Concent Order . US Case # ****-***    Which has a engine recall # ***-***  
  
  This information was given to the dealership and the owner said he was aware of the policy and he also stated that he knows what the process is.  However my car has been at the dealership since Feb 23 2023 
  
  The case manager stated that she is waiting for the dealership to summit a Prior Approval under the TXXI. 
  
  1  Why have I not be given transportation under the Service Rental Car  agreement SRC?
  
  2. Why has the dealership not submitted a Prior Approval to have the engine work completed?
  
  3.  Why would the dealership wait for the Case Manager to Contact them if the case manager is unable to reach the service manager most of the ti
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

  

  Business response

  04/20/2023

  Dear ****************:

  Alexandria Hyundai has reached out to Hyundai Motor America representatives and relayed *** ******'s concerns in this matter, and requested their assistance. It is our understanding that a Hyundai Motor America representative (in addition to the Hyundai Consumer Affairs Department representative) has been in contact with *** ****** in this matter. We are hopeful that Hyundai Motor America will be able to address any warranty/campaign/consent order concerns *** ****** has.

  Best regards,

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

  Owner / President

  Alexandria Hyundai

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 19th 2022, I purchased a 2023 Hyundai ****** SEL from Alexandria Hyundai via a lease agreement. On 12 February 2023 my car began smoke and had a serious reduction of power. I also noticed a very strong smell of gasoline. My car is now un drivable. I called Alexandria Hyundai at 9:00 AM on February 13th 2023, and spoke to ****** about this issue. On this call the case manager would be used to facilitate a resolution after 3 to 5 days. Hyundai does not have any loaner vehicles available. I am forced to pay all upcoming expenses out of pocket with zero guarantee of reimbursement. The resolution process is not clear, therefore, I am requesting a replacement 2023 Hyundai ****** of equal or higher trim for the same price.

  

  Business response

  03/09/2023

  Dear ****************:

  Thank you very much for your email correspondence received this Monday, March 6th regarding ******************** Hyundai ******.  I write to you to provide an update in this regard.  ******************** vehicle was repaired by February 21st and **************** picked up her vehicle shortly thereafter.  We apologize for any inconvenience experienced by **************** and are always happy to assist her in any way.

  Best regards,

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

  Owner / President

  Alexandria Hyundai

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

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my vehicle 8/6/22. Very happy with the transaction in the Dealership. The issue is about the Title . I've Emailed about the issue with ***************** . HE assured me he sent everything to the DMV 8/31/22. I kept receiving messages from **** ******* about our Loan Agreement and how my part has not been upheld. after the 2 letters I reached out to **** directly . He sent me screenshots of the transactions . I forwarded the information to **** . They in part responded as there is No Title on file for my car. I scheduled an appt with DMV with all my documents from **** and Hyundai. They stated that the Title that was submitted was Rejected on 8/31/22 because there was another Title that was issued in 2020 from ******* . So the 2016 Title can not be used. NO ONE reached out to me with any of this information , WHY? I have no clue of any of this . I paid 100 for a Title to be sent to DMV. How has this not been completed . I spoke with **** , who assured me He would call back . My bank is now raising my monthly loan amount for no Title on File . This is crazy .

  

  Business response

  02/27/2023

  Dear ****************:

  Thank you for your email (received today, 2/27) regarding the issue ************** was having with the title.  Immediately upon receiving your correspondence I met with our Operations Manager, *******************************, and had him follow up with the appropriate departments to get this matter resolved for the customer expeditiously.   The title in question has been sent via overnight delivery to the MVA to process the title.  ********************** also reached out to ************** today and informed her of our actions to get this matter remedied with the DMV/MVA as quickly as possible. ********************** will follow up with the DMV/MVA and keep ************** informed throughout this process.  Please extend ************** our sincere apologies for the inconvenience in this matter.

  All the best,

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

  Owner / President

  Alexandria Hyundai

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

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We own a Hyundai ****, less than 2 years old and around 14,000 miles. Our car broke down shortly after Christmas and was towed to Alexandria Hyundai (30-Dec-22). A case was opened and I received a text but no one informed us that the car made it to the shop. We called numerous times with no confirmation. The first time we were able to get ahold of anyone at Hyundai was Jan 3. They informed us that they are extremely backed up and it would be a while before our car was seen. When we asked for a rental car in the meantime, they stated that they could not give us a rental until our car is inspected. We stated that we had a service appointment scheduled for Jan 12 and asked to use this time to inspect what is wrong. They confirmed and said hopefully it would be sooner. Jan 12 comes and we get a call from the service department complaining that our car isnt there. We replied that the car was towed there and they should have it somewhere on their lot. They complained that the service apt does not cover this type of inspection even though we were previously told it could. The car still has not been looked at and we have not received a rental even after calls to HQ and daily calls to the dealership. We need to travel due to a recent death in our family and would like to avoid paying out of pocket for a rental car. We would like to know that we will be reimbursed for a rental car and, after our experience, have little faith in Hyundai. Any correspondence with them has been us reaching out, they have not willingly provided updates on our car nor have they provided a realistic timeframe of when it will be fixed. We filed complaints with Hyundai HQ and have a case manager but I have only been able to speak with him once, the remaining calls have gone unanswered and he has not tried to contact me. HQ stated that they do not have to wait for the inspection to loan us a car and were to follow up with the dealership but we have not heard back, all calls have gone unanswered.

  

  Business response

  02/06/2023

  Dear ****************:

  Thank you for your email received yesterday, February 5th, regarding the issues with ************************** Hyundai ****.  We sincerely apologize for all that's transpired thus far.  In terms of an update, on January 20th, **********************, was provided with a loaner vehicle. Further, our dealership has been working with Hyundai Motor America's techline department in addressing the concerns / issues with the vehicle.  We will certainly keep the customer informed of the progress, as well as yourself.

  Should you have any questions, please don't hesitate to contact me at ************.

  All the best,

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

  Owner / President

  Alexandria Hyundai

  Cell: ************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Used Car purchased 12/19/22, 2015 ***** * When buying the car, it was confirmed that the car passed a Virginia state inspection before being sold to us. We live in Maryland, and signed a waiver that we would get the car inspected, but no where in the text does it say the buyer is responsible for making sure the car passes inspection. In fact, it is policy of both MD and VA base on legal language found at both states department of motor vehicles that dealers must confirm passing of an inspection. When Taken to get the MD state inspection, two items failed on the car, the Side Marker and Fog/Aux Height/aim. When the buyer told the dealership of these issues, the refused to fix the two items, claiming that it passed VA state inspection and these two items are not part of VA state inspection so they will not fix them. Upon investigation, this is not true, on the VA state website the listed requirements for passing inspection also require these lights to be functioning. We were not provided any proof of the car passing VA inspection and do not have a copy of the car having passed inspection. These are two issues, that if are electrical, mean the dealer sold us a car that is unfit for the road, and possibly dangerous. We would like the dealer to fix these two issues free of charge, so that they sold us a legal and working car, by VA standards at least.

  

  Business response

  02/06/2023

  Dear ****************:

  Good afternoon.  I write to your regarding the above referenced complaint.  Upon learning of this issue back in January, our pre-owned manager ***************** promptly reached out to the customer to resolve this issue.  ********** and the customer connected and this matter was resolved around January 20, 2023 (specifically, with respect to the issues the customer identified with the ****** *****).

  Should you have any questions, please do not hesitate to contact me at ************.  Additionally, if the customer has any additional questions, ********************* are here to help in any way.

  All the best,

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

  Owner / President

  Alexandria Hyundai

  Cell: ************

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a engine repair 6/3/22 and 9/9/22 my engine failed again. I have tried to contact hyundai. They manager seems to never be available or i get hung up on or left on hold for hours. I recorded all our phone calls btw. And i work two jobs and go to school so i have not found time to go there but whats the problem with a business just answering the phone

  

  Business response

  11/17/2022

  Dear ****************:

  Thank you for your notification, received yesterday November 16th, regarding **. ***** vehicle. Upon receiving your notification, ***********************, Assistant Service Manager, contacted **. *** promptly Wednesday afternoon (11/16). **************** informed me that **. *** indicated that she will bring her vehicle into the dealership over the next few days to have us diagnose the vehicle.  Our sincere apologies for the issues **. *** encountered in trying to connect with someone at the dealership.  We are most certainly going to address that matter to ensure customers can get the assistance they need promptly.  Finally, we'll be certain to update you on the progress of this matter.

  Best regards,

  Kevin R*******

  Owner / President

  Alexandria Hyundai

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

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is ****************************** and I am writing today to see if you are able to offer any assistance or guidance to me regarding my 2015 Hyundai ******* that has paint peeling off of it. This is a known issue with Hyundai and, after minimal research, Ive learned there are over 700 complaints of this issue with Hyundai. (resource:**********************************************************).There have also been multiple class action law suits and registered complaints filed with NHTSA (resource: ************************************************************************************* )I first discovered the paint peeling in late April 2022 and called Hyundai Customer Care to see what action they would take. I was told they would offer a One-time Financial Aide in order to pay for repainting the car. I was given a case number (#*********) and was told to reach out to the closest Hyundai dealership with an estimate from a body shop detailing the cost of the paint repair. The dealership I was directed to is Alexandria Hyundai at ****************************** in Alexandria. May 5th, 2022 I went to the dealership and my paperwork was taken by a service representative named *********************. He recorded my VIN# and took several pictures of the vehicle, then told me he would give the estimate to his manager (named ******) to send to Hyundai. I called every week to follow up, but I never heard back from them. On 7/11/2022 I called Hyundai ************* again and was told they had not received any paperwork from Alexandria Hyundai relating to my vehicle, so I called the dealership again and finally got to speak with ****. He told me he would follow up with his manager. Several days later I received an email from **** asking for my VIN# and pictures of the paint issue again, which I sent immediately, but again, have not heard back. Every two weeks since this date I have called and/or emailed and have been ignored.At this point, I believe they intend to do nothing.

  

  Business response

  10/14/2022

  Dear ****************:

  Thank you for your email regarding ******************** Hyundai ******* and the paint issues she's encountering. I spoke with our service manager Gerald A****** for an update in this regard.  He has communicated with Hyundai Motor America and received direction from them regarding next steps.  Mr. A****** relayed to me that he spoke with *** ****** today and she will be bringing in her vehicle on Monday to the dealership so Mr. A****** can have a third party company provide an estimate to address the paint issue. We will certainly keep you updated as to progress in this regard.  We sincerely apologize for the inconvenience to date for Ms. Morgan.
  Thank you for you reaching out to us in this regard, and wish you all the best,
  Kevin R********
  Owner / President
  Alexandria Hyundai

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

  Customer response

  10/20/2022

  [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 is satisfactory to me. 
  
  Regards,
  
  ***************************
  
  

• Initial Complaint

  09/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I dropped off my vehicle to the Alexandria Hyundai on august 9th. After a week, I was told to provide them with my oil change receipts in order to get everything taken care of. After I provided them, I had to follow up with multiple calls from my girlfriend and I, visiting them in person them, and a months time to file my vehicle for a repair query which they said was the point in asking for my receipts. Today they informed me that my claim was denied due even though my vehicle is under the 100k warranty, on top of that I have an extended and lifetime warranty from Hyundai for engine repairs. I have had to use lyft to get to and from work during this time.

  

  Business response

  09/17/2022

  Dear ****************:

  Good afternoon.  I hope you're enjoying a nice start to the weekend.  After receiving your email on Tuesday, I was sure to follow up with our Service Manager Gerald A****** on this matter.  Here is the update he provided me.
  Our service department submitted the request to Hyundai Motor America for the warranty repair for *** ******'s vehicle.  Unfortunately, Hyundai Motor America responded that the repair in question was out of Hyundai Motor America's warranty coverage. This week our service department relayed that information to *** ******.
  *** ****** worked with our service department and decided to repair his vehicle with our dealership.  Today, Saturday (9/17), *** ****** came into the dealership and we provided him a complimentary loaner vehicle for use while his vehicle is in for repair.
  

  Please feel free to reach out with any questions.
  

  Best regards,
  Kevin R********

  Owner / President

  Alexandria Hyundai

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

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 1, 2022, I submitted a warranty cancellation request to Hyundai Protection plans department. On August 5, 2022, the cancellation was granted and confirmed by Hyundai Motors. As well as the insurance company ********* *************. A check was written and sent the same day to Alexandria Hyundai. After cancellation was confirmed, I contacted Hyundai of Alexandria numerous times over a 2-week period. Leaving multiple voicemails to Kirk C***** (who I was forwarded to automatically when selecting the Finance department in the automated system) and directly emailing the dealership through the online form. When no response was given, I contacted Hyundai Motor Finance and was told to contact the dealership. Eventually I got through to Michael G******* on 8/26/2022 and was told that no check was received by the dealer, Michael stated he would contact his comptroller in an attempt to resolve this. I was told I would receive a call back no later than 8/30/2022 with an update. When no update was given, I called again on 8/31/2022 and was told that the checks “may have crossed in the mail” and that I would receive a call back later that day. This did not happen, so I did the work of Michael, by contacting the insurance company Safeguard Intl. directly and again confirmed a check was sent to Hyundai Alexandria. Dated on 8/5/2022 in the amounts of $985.00 for the tire coverage and $2,485.00 for the vehicle protection plan. I attempted to resolve this myself as the vehicle is paid in full. But was told by the insurance company that the request to void and resend a check (assuming the check was truly lost) had to be done by the dealership. After hearing this I again contacted Michael and left a voicemail with this information, including the check number. Michael or anyone from Hyundai Alexandria is returning my calls. Hyundai Motors confirmed that only the dealership can process this refund. Attached is proof of cancellation by the warranty company and Hyundai Motors.

  

  Business response

  09/09/2022

  Dear ****************:

  Thank you for your email this Tuesday (9/6) regarding *********************  Prior to receiving your email, on Friday 9/2, my colleague in our Accounting Department (Travis C**********) spoke with ******************** regarding the refund for the items in question.  Mr. C*********** confirmed with ******************** that the refund check for $3,470 was in the mail as of 8/31/22.  Mr. C************** expressed our apologies for any inconvenience ******************** experienced, and had a productive discussion regarding resolving his concerns in this matter.

  Please feel free to contact Travis C*************** or myself with any questions you may have.  We are happy to assist in any way.

  Best regards,

  Kevin R*********

  Owner / President

  Alexandria Hyundai / Genesis of Alexandria

  Cell: ************

• Initial Complaint

  08/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We had an appointment for one of our *** vehicles to be serviced on 7/29/2022. The dealership kept our vehicle for a period of 4 weeks with no update and still did not even look at or service the vehicle. We simply declined any further service and picked up our vehicle on 8/30/2022.

  

  Business response

  09/09/2022

  Dear ****************:

  I hope your week is wrapping up well. Thank you for your email received this Sunday (9/4) regarding ************** and the *** vehicle he had in for service.  Please extend ************** my sincere apology for the delay in this regard.  I have spoken with my staff regarding this situation to ensure a delay like this does not occur going forward. Again, our apologies in this regard.

  We would like to help facilitate the timely service of the *** vehicle and are happy to assist ************** in that regard.  Our Service Manager, Gerald A*******, reached out to ************** this week regarding this matter.  ************** is welcome to call Gerald at ************ (his cell number), and Gerald will be happy to schedule the service of this *** vehicle at ****************** convenience.

  Again, our apologies for the delay in this matter.  We hope to have the opportunity to connect with ************** and promptly service his *** vehicle.

  Best regards, and I hope you enjoy a nice weekend,

  Kevin R********

  Owner / President

  Alexandria Hyundai / Genesis of Alexandria

  Cell: ************

  Customer response

  09/22/2022

  From: *********************** <*************************>
  Date: Wed, Sep 21, 2022 at 3:44 PM
  Subject: ***********************
  To: <************@mybbb.org>
  
  Hello, I apologize for the late response but I have decided to reject the response from the dealership. I had made an appointment with the dealership, then had to wait a week before I could send the vehicle to their location, then had to wait four weeks to hear that they never even looked at the vehicle. I will not waste anymore time with this establishment. Thank you.
  

  
  

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