Complaints

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 2022 *** carnival from this dealer who is out of state. Setup financing locally to me and arranged purchase of vehicle 12/13/24. ******* and purchased vehicle, did a small walk around the vehicle but not for long as it was 15* outside. I just made sure of no large damage or interior issues. Signed paperwork and was on my way home. Noticed a driving issue on trip home. Felt like alignment was off and upon inspection drivers front tire was dry rotted and had bad wear. Once home I noticed a few interior pieces missing major one being a second row headrest. I attempted contact with my salesman on Monday 12/15 and Tuesday 12/16. He saw the text messages but were ignored. I received a email to see the carfax 12/19 and relized my vehicle had been involved in a front end accident and this was the first time hearing of this, or even seeing the carfax. Friday 12/20 I called and left a message with the sales manager and emailed the dealership asking for contact. Within 30 min the salesman called and asked what he wanted us to do about the issues. I asked to take it to a shop and have the alignment and tire replaced. He said it met Wisconsins vehicle inspection and the car was sold as is. He did ask if I inspected it myself prior to purchase and I said yes a very basic one as it was outside and was cold that day. I feel very abused with this as I now have what I deem unsafe until fixed and they arent will to help me at all.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a used car from Hyundai west allis I believe 10/14/2023. When I was financing, the person told me that I received a lower interest rate by having an extended warranty. I did ask her several times about this and she said that was just part of the loan. Later that night I called ********************* (where I was financed because this did not seem right) and they said they do not require anything like this. I went to the dealership the next day and talked to the finance person, according to her it was a misunderstanding. I don't think so, but regardless I told her I did not want the extended warranty and I wanted it taken off my loan. I could not redo my loan, so it would just be a **** credit on my loan. She stated that she would have this done. It has now been over a month and I have tried working with the dealership to get this resolved and they have gotten to the point of not returning my calls. According to the dealership their corporate office has not issued this extended warranty, but the **** is still on my loan per landmark credit union on 11/15/2023. I have tried working with the dealership and I am still not getting anywhere. After talking to the credit union they suggested that I contact BBB. I would appreciate any help. I just hope this dealership is not lying to other people they are financing. Thank you

  Business response

  12/04/2023

  We are sorry for the delay. The refund has been send to ********************* and should be applied to your loan balance with in 10 days.

  Customer response

  12/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I received an email from bbb approx 2 weeks ago and also received a phone call from the dealership that they had put the check in the mail $3066. I have talked to ********************* and they are stating that today is the absolute latest day it should be there and of course it is not. I apologize that I have to bother you, but this dealership is just unbelievable. Any help would be appreciated. Thank you

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

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 30 2023, my 2017 Hyundai Santa Fe was transported by tow truck, to Hyundai West Allis. The engine died while driving and this was the closest Hyundai service center. While there, my wife and I purchased a 2023 Hyundai Santa **** and had my vehicle checked in for service and a quote. After several weeks without contact, I called to inquire and was told they knew nothing of my car or where it was. I then received a call back stating that they had lost my keys and another set would have to be ordered before they could examine the engine. Another month went by without contact so I called again to inquire. I was told I would receive a call back, but was never contacted. I called back and explained my dissatisfaction to the service manager. I was told he might listen to my complaint, but I was on a, "short leash". After a month, I was told that the engine had siezed and it would cost $10,000 for repair. I was told it was no longer under warranty. I was then told it may be under warranty and they would call me to let me know. After 2 weeks without contact, I called back to inquire and was told they had not heard anything regarding the warranty and they would call when they knew something. It's been 2 weeks since then, and I have again called to inquire. This time my call went straight to voicemail. Hyundai West Allis has been in possesion of my vehicle for going on 4 months without any solution or communication.

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an extended warranty letter from Hyundai of North ******* stating my flaking paint is covered under warranty. I took my car in around March 2023 to this location. They did an oil change, all updates to software, and I was told they took pictures of the flaking paint to report back to Hyundai of North America. They said the shop would call in a 1-2 weeks. I followed up at 1.5 weeks and they said they were busy but the shop had the information. More time went by and I followed up again and they said the same thing 1-2 weeks. I asked for the shops number to confirm they received the information. I called the shop and they had nothing on file. I proceeded to contact Hyundai of North America and they said ****************** Hyundai of ******** can handle this issue. I just took the vehicle there 5/23 to repeat the same pictures and scheduling. They proceeded to push me out and say they are not certified to do this work and will need to go to their shop in **********. Hyundai keeps pushing me further and further away to get me past this extended warranty without taking any responsibility for their actions. I wish this were a complaint on all 3 parties, Hyundai of West Allis, ******* Hyundai ********, and Hyundai of North America. The paint is also flaking in more places than what the paperwork claims.

  Business response

  05/24/2023

  The extension on the paint coverage can be taken care of at any Hyundai dealer that can fit you in to their schedule. You may also have the paint work done privately and submit for reimbursement through Hyundai motors

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2017 Hyundai Tuscan that has approximately ****** miles and that I've had less then a year broke down on me. It was towed to Hyundai West Allis on April 5th and I was told that it could take up to 3 weeks for it to get looked at. At that time I asked if they had a loaner available so I wouldn't have to miss work or my kids miss school. They told me that once my car got looked at and the problem was covered by warranty I'd be able to get a loaner. I called the dealership a week and a half later and someone said the person that was supposed to be working with me would call me back. I never received a call back, so I stopped in on April 20th. At that time I was told that my car was the next in line to get looked at.I called back again on May 1st, because I still didn't hear anything and was once again told that someone would call me back, but they didn't so I stopped in again on May 3rd. I talked the mechanic **** and was finally told that they looked at my car but they weren't able to finish due to something going wrong. At this point I have already contacted Hyundai's corporate number. I spoke to a guy on May 1st who told me it was my engine and it would be covered by warranty.Someone name **************** texted me on May 2nd I'm guessing from the dealership and told me the same thing. I then expressed to her that I was told I could get a loaner if the issue was covered by warranty. ******* then stated that they don't have any. So I said I guess I'm supposed to continue missing work and my kids miss school? ******* stated that unfortunately there is nothing she can do about that, because she's bounded by Hyundai's process. She then stated "at least they said yes on my engine and don't have to pay out of pocket."That came across to me as I should be happy and stop complaining, so I stated that it's a good thing that I paid for an extended warranty, but I guess I should be appreciative. This is the worse customer service I've ever received.

  Business response

  05/17/2023

  Good Afternoon,

     While I understand all of your concerns there really is no way to expedite this process. All engine replacements must be diagnosed and approved by Hyundai motors before we can move forward with any and all repairs. As a shop we try and get through the vehicles we have here for diagnosis and repair as quickly as we possibly can. When your vehicle arrived you were informed of the wait time for diagnosis. That did not change. We got to your vehicle when its number came up. That being said, you have been put on the list for the next available loaner. Loaners are not always readily available based on how many units we have in service to loan out. Loaners are at the sole discretion of the dealership and not governed by Hyundai Motors. 

   

  Thanks for your time

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

  Service Manager

  Hyundai of West Allis

  Customer response

  05/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *********************************

• Initial Complaint

  03/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In January 2023, I brought my 2018 Hyundai ****** SE (VIN *****************) to a local body shop after it had been damaged due to being stolen. I filed Claim 22-4248244 with ********************* to repair the vehicle. While repairing the physical damage, it was discovered that there were mechanical issues that needed to be addressed and the vehicle was moved to Hyundai West Allis in January 2023. After some time, no information was provided to me. Limited information was provided to my insurance company and originating body shop. I only learned from my insurance company after a few weeks that it was required that updated paperwork needed to be submitted from me and that I should contact the dealership. However, after many calls to the dealership over more than four weeks, nobody has been able to provide me with a method to provide the updated information. The people I have spoken to at the dealership are often confused and simply refer to their management who promise to call back and then don't. To resolve this matter, I am requesting that the management from the dealership contact me via email and telephone right away to document next steps and a path to repairing the vehicle immediately. In addition, the dealership should also coordinate directly with the originating body shop and insurance companies.

  Business response

  04/05/2023

  ******,  Im sorry to hear about the issues you have had. Ive looked into this for you and here is where we are at.  The vehicle was originally brought to a **** dealership of not our own.  The engine was seized so they had it towed here, but did not provide any information on it.  Progressive reached out and let us know what was happening.  The vehicle was brought to our body shop where some cosmetic repairs were done.  After that the vehicle was brought to our location for engine diagnosis.  Since then the work has been approved by Hyundai warranty.  The engine has arrived and is awaiting install. Any questions please let us know.  *************.  *** ***************************** Manager

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a 2022 Hyundai Accent in May of 2022, brand new. I went to work on the morning of Feb, 21-2023 and on my way to work, the check engine light came on, . I went out to start my car, and the car would not start. I called Hyundai service department and they told me I would have to have it towed there. I paid for the car to be towed. I was not going to argue and would worry about retrieving my cost for the towing once I heard back from the service department. I need my car, I work 2 jobs, 70 hours a week! Well, 2 weeks went by and not even a phone call from them. I contacted Hyundai Consumer affairs, they did get involved and said I would hear from West Allis service department, well another week went by and nothing. I continued to reach out to Hyundai consumer affairs, several emails, **** was the man's name that I have been communicating with and my case# ********. I have called daily, the service manager would get back to me and never has. I received a call Thursday, 3/9/2023 telling me it was bad gas, I have to pay for the repairs. I picked it up 3/11/2023,at ****pm. It cost me ****** to have the car fixed. I got in my car back on Sunday, 3/12/223, the next morning, the car had a funny smell and they have given me a bottle of "Cleaner" to add when I fill my tank, which I went to the gas station to do. After that, the car was not running right, shaking, and the check engine light was back on. I do NOT even want this car anymore, and I have voiced that to Hyundai Consumer affairs, Sena several times. The service department ALONE, would make me NOT buy a car from them EVER! and now they sold me a brand new LEMON car, as far as I am concerned, and told me it was BAD GAS????... Isn't it funny, wouldn't other consumers have gone to that same gas station and occurred same issues? Wouldn't we hear about this? Or, is the service department just lie and not fix the problem? They now have my car again and I am out ******. ******************* ************

  Business response

  04/06/2023

   

  On 2/24/2023 the customers 2022 Hyundai accent was checked in and a repair order was opened. The vehicle was towed in without an appointment. The customer was informed that tow ins are at least 2 weeks out before being diagnosed. The vehicle was diagnosed as having the code P0171- system too lean. A fuel sample was taken and it was determined as being bad gas. Hyundai does not warranty any outside influence or damage to any vehicle. The vehicle was picked up by the customer on 3/10/2023. Exactly 2 weeks to the day. The second visit was for a check engine light being illuminated. We found a P0303 code for a misfire. Unfortunately the addition of the bad gas fouled the injectors. This was a direct result of the outside influence ********** The bad injector was replaced at no cost to the customer but, instead I signed off and covered it under the new vehicle warranty. All of the injectors will most likely need replacement. They may not be replaced under warranty unless they are a failed part. I am bound by the manufacturer guidelines. I will replace all injectors in effort to alleviate visits to the dealer by the customer if the customer is willing to pay for the repair. 

  That said, This vehicle does qualify for Hyundai roadside assistance at no charge to the customer. That number is **************

  Additionally, ******* being purchased at gas stations is a common thing. I'm not sure where you would hear about it but, it exists.

  In closing, profanity written on my night drop envelopes and used towards my employees is 100% unacceptable.

   

  Thank You

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

  Service Manager

  Hyundai of West Allis

   

   

   

  Customer response

  04/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Good afternoon, 

  The initial diagnosis for the 2022 Hyundai was "bad gas", the service department replaced a fuel injector, in which stated by them, was an issue from the bad gas, emptied the tank, cleaned it and charged me ******. Fine.. done

   However I returned 3 more times for the other fuel injectors? If they were not initially diagnosed as the "bad gas" problem, then why are they misfiring now? To me, this means there is a manufacturer problem with them? And as far as profanity,  I wrote on the form "the car is running like shit" I also work in customer service and agree.... Profanity should NEVER be used towards another human being, especially an  employee. I would and have never used profanity towards any employee. I was simply expressing how the car was running . With all the publicity Hyundai has had in the news, you would think they would be alittle more loyal to the customers still willing to purchase from them. As I write this, the service department still has my car, again 3rd time taken in, this time since 3-30-2023, with no communication or calls, I would think any service department would communicate with their customer,  at least give an update.

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

• Initial Complaint

  08/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2023 Palisade Calligraphy from this dealership over MSRP. I was pre-approved at a specific rate and this was communicated prior to pick up with the name of my loan officer and phone number given. When sitting down with the finance manager I was told that they couldnt honor that rate although I was told from my loan officer they needed to. I had to stand my ground and have them call to get the confirmation. When they did, they told me they needed to withhold a key from me until the funding went through in which they would overnight ***** once it has, which is has now, and the key has yet to be sent. When walking out to leave with my brand new overpriced vehicle, I noticed paint damage from them putting on the license plate. I was told they would look into it and they gave me a we owe you form. They are refusing to do anything but send a touch up pen which others are saying is complete junk for damage they caused on a brand new vehicle. This is a job where it needs to be repainted to avoid further damage in the future, not a touch up pen. They are a complete shady run dealership and the manager **** is impossible to get ahold of, work with or even provide customer service to someone who spent over 57k on a damaged new vehicle. I want to get a quote done by another Hyundai dealership or another business to complete the paint job and for them to cover the cost of the job. I refuse to let them touch my car again and this needs to be resolved immediately.

  Business response

  08/08/2022

  Good Morning ******,

   

  I wanted to start and apologize for everything that happen with this deal. This isn't how we do business we handled this poorly and I will resolve these matters ASAP I having your second key overnighted today.  I'm also getting involved to get this chip on your New Palisade resolved and your are correct you will not buy anything for this we will make this right. Let me get with **** and we will contact you so we can arrange everything.

   

  Again I apologize 

   

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

  Sales Manager 

   

  Business response

  08/19/2022

  We actually finished taking care of *********************** complaint we took her a service loaner and we took her Palisade to a local shop in her area and once it was done we then pick it up and delivered it back to her. 

  
  

  She was completely satisfy 
  

  
  

  Customer response

  08/19/2022

  [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,
  
  ***********************
  

  Customer response

  08/19/2022

  I just received my vehicle today and then received an email the complaint was closed. The issue was corrected and I am satisfied with the outcome as of today. For the business, could you update this as so.
  
  Thank you!
  

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my 2020 Hyundai Elantra broken into and stolen at a secured parking structure in downtown *********. The car was recovered several hours later by ***************** The driver passenger side window was smashed, the ignition/starter apparatus ripped out, garage door opener and registration form stolen, car rummaged through and glass covered child car seat in back seat. The car was able to be stolen since the ignition is easy to rip out and the end of a *** cord was used as the key to steal the car. The police recovered the *** port in the car and was given to me to drive the car home once I claimed it. The damages will cost $1825 and I have had a car rental for several weeks. Five years ago I had another Hyundai stolen, from my apartment complex, in the same manner. Hyundais and Kias are highly being targeted locally, and nationwide, since they are easy to be broken into and driven off.I have been communicating with my dealership-Hyundai West Allis-with the sales manager-***************************** and the sales associate ***************************. I have asked the dealership to cancel my current lease without any penalties. ****** has made several offers to switch my lease into a newer Hyundai that is a push button start model (since they claim they are not being stolen but only the keyed entries. Push button start Hyundai models are still being broken into-since they are highly targeted-but they are not being stolen from the original location. I do not want a Hyundai that is still being targeted and has a higher chance of being vandalized. A neighboring parking structure have had Hyundai push starts models broken into but not removed). He has come back and forth with several proposals that first required a down payment, then they waived the down payment but my current monthly payment would go up significantly. I have repeatedly told him that I want out of my lease without any penalties. I have been a victim of a crime, twice, and I do not just want another Hyundai.

  Business response

  05/02/2022

  BBB COMMENT by staff skw:

  we did our job trying to get her out of it. I'm at a loss of what to do. We've done all we can do. Its unfortunate that the car got stolen. The customers that have a key ignition we have been pulling out of their cars and giving them a push button ignitions. I offered her this option. 

  Customer response

  05/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Regards,
  
  *****************************

   

  The Hyundai West Allis dealership has made several offers to put me into another Hyundai, some that involved fees and money down, and some without. This is not an option for me since these cars are highly targeted for break ins and stealing-push button or not. I do not feel safe nor confidant driving and being in a Hyundai vehicle.

  I have asked the dealership to let me out of the remainder of my lease, without any penalties or fees, and they said they cannot help me with that since they are the "middle man" as they have put it. When I leased my vehicle, I was offered and accepted financing through the dealership and through Hyundai Finance. Even though they are not "corporate" Hyundai, they are selling and financing Hyundai products and should be able to assist their customers with any of their needs or at least be the liaison for the customer to assist in their requests.

  Saying that they are "at a loss of what to do" is a not a professional nor satisfactory customer service reply. I am requesting, once again, to cancel the remainder of my lease, without any penalties or fees.

   

  Thank you,

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

*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. ↩