ComplaintsforFairfax Hyundai Inc

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car to the dealership for an oil change around May 15. I picked up the vehicle drove home and later noticed the hood was dented. I did not recognize the damage until a week later as I was attempting to open the hood of my car and it wouldn't open. During the oil change my car was raised on a lift with the hood up. As the car was lifted in the air you can see the damage from the hood hitting the ceiling and bending the hood in 2 symmetrical locations. This damage can only occur if the hood was open and a heavy force was pressing down. The manager will not acknowledge his guys made a mistake. I am asking for a replacement or repair to the damage they caused while doing an oil change.

  Business response

  06/16/2023

  I have attached a photo of a ****** with the hood raised and lifted as high as possible, you will notice that there is plenty of clearance and that the hood never comes in contact with any object. In addition to there being plenty of clearance, if the damage had occurred as the customer states, then the front of the hood would also have been damaged and from their attached photos there is no damage to the front of the hood. This damage did not occur here at the dealership and we are not responsible for the repairs. 

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ****** hybrid from this dealership on February 2, 2023. I realized the next day that a commercial invoice for the vehicle was not included in the package of documents I received from them . In addition a few days later, I received a letter from them saying my request for credit had been rejected. I was surprised since I paid the vehicle fully in check, but I was curious the reason for the rejection and requested as entitled by law to get a copy of the credit report used for their decision. In spite of many requests to the salesman, the dealership and Hyundai HQ, I have not received these documents

  Business response

  07/06/2023

  As part of the purchase transaction we run a background check and enter information on the customer in our ****** ***** system. We never pulled his credit from the credit bureau, the letter he received is an auto generated letter from ****** ***** and we are not sure why he received this letter since we never pulled his credit report. 

  Customer response

  07/06/2023

  [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:

  - It does not address the fact I did not receive  a commercial invoice for the purchase of my car as legally required

  - The letter from the dealership refers to a credit report received from Equifax and I want a copy of their report. In addition, the letter mentions that upon request "we will provide you with the statement of the reasons within 30 days from request". In spite of multiple requests I never received the list of reasons.
  
  Regards,
  
  **************************

  Business response

  07/14/2023

  We have reached out to the customer and left several messages, to come to a resolution, we are still not sure what the commercial invoice is that he is requesting. And come to find out the file in our system is under his wife's name, so we have the document showing his credit score.

  Customer response

  07/17/2023

  [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: 20170198
  
  I am rejecting this response because:

  - A commercial invoice, they teach you in Accounting 101 is a document showing the detail of what has been billed to the customer and it is used by accountants to record the sales in the company's ledger

  - I still do not understand why an ******* report was pulled since the car was paid for cash, but since it was done, I am entitled to see the report and the reasons why the credit was rejected, If my wife's name was used, it indicates sloppiness, but does not change the issue.

  The dealer tried to call me but I indicated that I require communication in writing.

  Regards,
  
  **************************

  Customer response

  07/28/2023

  The attached documents shows that the statement from the dealer is untrue and that they requested a credit report but refused to provide a copy to me as well as a list of the reasons why they rejected the credit I had not applied for. This carelessness from Fairfax Hyundai has probably damaged my credit standing.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: 4/8/23 Complaint: The service  dealer lost my spare key that I gave them to activate my FOB key. I have contacted them over 6 times over the past 2 days and even texted the service advisor twice. All of my attempts were unsuccessful. I just want them to give me my spare key back.

  Business response

  05/10/2023

  I reached out to the customer on 4-27-2023 and spoke to them and was given the impression that the key had been found and returned to them. If that is not the case please let me know so that I can rectify the situation.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 2 - I took my vehicle into Fairfax Hyundai for service costing $557. March 3 - I paid for the work but then discovered that the audio system screen was not working. I immediately exited the vehicle and informed the service representative of the situation. He attempted to reset to audio system but that did not resolve the problem. In that conversation he told me that "they would get me a new radio" and he knew it was worked when I brought it in because "he saw that it was when he got my mileage from the vehicle." I said that I expected the repair to be free since it was working when they took possession of the vehicle to complete the service. The service representative affirmed that was the plan. Fairfax Hyundai kept the vehicle to get the information necessary to work with Hyundai corporate to locate a new radio and determine if it will be covered by my warranty. I was told that afternoon to come pick up the vehicle because it would take 3-5 business days to get the radio Hyundai corporate was sending. March 4 - I returned to Fairfax Hyundai to pick up the vehicle. I requested written confirmation of the prior conversation. March 6 - Service representative calls me to inform me that they cannot give me anything in writing because they are not sure how much Hyundai is going to charge me. I then again reaffirmed that I expected not to pay anything for the replacement because their technician broke the radio. March 15 - I had heard nothing from Fairfax Hyundai so I emailed them and the technician responded to say that the audio system has arrived and they could install it the next Tuesday. He also informed me that "All you would have to pay is $188.95."March 21 - I returned the vehicle to the dealership for the radio to be replaced and told the service representative that I was disappointed with the cost given that I had no caused the damage. I returned that afternoon and they charged me $180 for the radio replacement.

  Business response

  04/21/2023

  I have reached out to the customer to come to a resolution of the situation. I have called and left messages twice, waiting for a return call.

   

  Business response

  04/27/2023

  The services the customer paid $557 for included: replacing the battery, front end alignment, oil change and tire rotation. We did not do any work to the radio to cause it to malfunction. The vehicle in question is out of warranty for the radio by 3 months, due to this we submitted a goodwill request to HMA for assistance in replacing the radio. HMA responded with an offer to pay 90% of the replacement cost of the radio which was $987.50. The part had to be special ordered and we needed approval of the customer before doing so, my service representative informed the customer of his portion and got approval to order the radio. After reviewing the customers bill I see that they were over charged at $180.00, and would like to offer the customer $100.00 store credit to be used on future services here at ******************** Hyundai Fairfax.

  Customer response

  04/29/2023

  [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. 
  

  Fairfax Hyundai is unwilling to accept responsibility for their technicians actions and/or negligence. My radio was working properly and had never malfunctioned before taking it to their establishment for service. I did not take possession of the vehicle or leave their property before informing them of the problem. The fact that I did not pay for any service to the radio does not mean that they did not do something to damage the radio. The radio was working when I gave them possession and it was not working when they tried to return it. 

  Also, a $100 store credit is not satisfactory compensation assuming the only issue had been that I was "over charged." I was forced to pay real money to have their error repaired so they should refund that amount if they remain unwilling to accept full responsibility.

  Regards,
  
  ***********************************

  Business response

  05/04/2023

  We did our due diligence in assisting the customer with replacement of the radio.*** offered good will assistance since the radio was out of warranty, the customer was inadvertently over charged and a check for $100 will be mailed to the address we have on file.

  Customer response

  06/05/2023

  [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:
  
  --------- Forwarded message ---------
  From: ******** ********* ***********************
  Date: Sat, Jun 3, 2023 at 8:30 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  
  
  

  Dear Better Business Bureau of Metro Washington DC,

  
  

  Is it possible for a complaint to be reopened or amended? I did not respond with a "satisfied" or "unsatisfied" in the very brief time provided because my experience with this business did not make me confident that they would actually fulfill their promise. It has now been a month since they promised me on your platform that "a check for $100 will be mailed to the address we have on file." This failure to follow through only affirms my initial concerns that they would not keep their word. 

  
  

  ******** *********
  
  Regards,
  
  ******** ********* 
  

  Business response

  06/06/2023

  Sorry for the delay, the ball got dropped. Therefore, I have issues a credit for the $100 back to your **** card that was used for the payment.

  Apologies

  *****

  Customer response

  06/08/2023

  [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 accept this resolution. 
  
  Regards,
  
  ******** *********  
  

• Initial Complaint

  03/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November of 2022 I purchased a Ioniq 5 Limited from Fairfax Hyundai. They did not install the front license plate correctly and left extra holes in the bumper. During my walk around I told them I wanted it fixed and they wrote it on the "We Owe You" "LEGAL form. Brought back the Ioniq on Dec 2nd and was told they were going to fix it. What really end up happening was they just made a bunch of other holes to realign the license plate, yet they told me they had patched the holes. A few weeks later I got a Paint Protection film installed. When it was done I stopped by the shop to make sure it was good and before the license plate holder was re-added I noticed all the holes. So the dealership lied to me, and basically just covered up the issue by drilling more holes and not doing anything with the old holes. I requested the dealership replace the bumper and pay to have the paint protection film reinstalled. They told me they would replace the bumper or give me the money for the cost but they would not pay for the paint protection film. Their excuse was the previous dealership went out of business an is now owned by ******* *****. The dealership is responsible for all prior legal obligations to their purchase of the old dealership and they are obligated to replace the bumper and pay to have the PPF reapplied as the "We Owe You" form has not been satisfied due to them lying regarding the original fix.

  Business response

  04/19/2023

  ************************* purchased Fairfax Hyundai on Dec12,2022. They did not however purchase any of the debts or We Owes from Fairfax Hyundai. As a gesture of good will ******* ***** has offered to replace the bumper but will not incur the cost of replacing the PPF film that was installed by the customer.

  Customer response

  04/25/2023

  [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: ********
  
  Sorry, that is unacceptable.  I've been trying to get this resolved for 6 months now.   I tried the dealership, I've tried Hyundai corporate, and I've tried the BBB.  Next will be the State AG office.  When ***** purchased the dealership, they assumed all legal responsibilities.
  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 4, 2023 my check engine light in my 2013 Hyundai Sonata came on. This was concerning because Hyundai had just replaced my engine in May of 2022 due to the mass engine recall. I dropped my car off the evening of January 4 so that it could be evaluated at 9:20am on January 5. On January 5, ****** (the service associate assigned to my car service) text me and asked me to give him a call. During this phone call ****** stated it would take at least 48 hours to perform the diagnostics on my car and assess the engine. Friday, January 6 I called to check the status of my car; ****** told me it was not the engine but would need until Tuesday to actually diagnose what is causing the check engine light illumination. On Tuesday I was told that the issues were that I put the incorrect gas in my car. The solution that ****** stated was to drain the fuel from the engine, and place 5 gallons of fresh fuel in the car. This would cost $750. About 10-15 minutes after this conversation; ****** called again and stated that there would be an additional $250 disposal charge. I then reached out to my local mechanic to confirm this information. He asked that I get in writing the diagnostic codes. I made numerous calls and texts to ******; finally, the next evening he responded via text with the codes. After sharing the info with my local mechanic; he stated that the work suggested by the dealership is UNNECESSARY and that all I had to do to rectify the problem is INSTILL HIGH GRADE (93) gasoline. The dealership was going to charge me over $1k for work that was not needed for the car to work efficiently and the check engine light to go off. The dealership still charged me $180 because they looked at the car. I feel for their dishonesty and attempt to charge me for services that were not necessary I should be refunded the $180 they charged me!

  Business response

  01/24/2023

  Sorry, but this business was sold in December.

  This should be sent to new ownership, ************************* Hyundai of Fairfax.

  You could reach out to the new General Manager @ ************ (Ext ****, I think).

  Thanks,

  Business response

  01/24/2023

  
  

  ---------- Forwarded message ---------
  From: ******************* <**********************>
  Date: Tue, Jan 24, 2023 at 11:14 AM
  Subject: Complaint ID ********
  To: [email protected] <[email protected]>
  Cc: *************** <***********************>
  

  
  

  The customer arrived with the check engine light on and we found that it was due to incorrect gas in the vehicle. We offered our solution to the problem, which we believed to be the best option and left it up to the customer to decide. The customer has the right to a second opinion which they exercised and declined our option of repair. The customer was aware and signed that there was a $180 charge to check out the vehicle and offer our diagnosis and repair option, if she had agreed to the repair the $180 would have gone towards the repair cost.  

  
  

  --
  

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

  Parts and Service Director

  ******************** Hyundai Fairfax

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

  Customer response

  01/24/2023

  [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:

  ************************* did not offer any other option to resolve the engine light.  They found a bogus way to make a quick buck instead of being honest about all possible modalities to resolve the engine light.  It is sad that they would put making a quick buck over honesty and customer service!  The service mechanics know what they were recommending was NOT NECESSARY, and that is the reason for this entire complaint!  
  
  Regards,
  
  ***********************

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello , i do have a problem with my 2013 Hyundai ******* in the steering coplur has gone bad . I heard from someone that Hyundai is extending their warranty for that part for 100000 miles, I called the dealership to get done. Advisor joshou said that they are out from that part , he doesn't know when they are getting it. I told him that its not safe to drive the car (what Hyundais doc says) can u please get my information and call me when you get the part . He said that just check with us in a week or two . This is not acceptable. Very Disappointed with a nice dealership like Hyundai. So bad experience. Now i have to rent a car for a long time.

  Customer response

  11/13/2021

  ---------- Forwarded message ---------
  From: *********************** <**********************>
  Date: Wed, Nov 10, 2021 at 5:28 PM
  Subject: Re: You have a new message from the BBB of Metro ************* & Eastern ************ in regards to your complaint #********.
  To: Better Business Bureau <*********************************>
  

  
  Hello, Hyundai has contacted me to schedule an appointment. Thanks for ur support
  
  Sent from my ******

*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. ↩