Complaints

• Initial Complaint

  03/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 14 2023 my 2013 ****** went in for an inspection at Bannister due to a recall. The front right coil spring needs replacing as it was broken and a part would be ordered. I have checked back numerous times and the part is not available yet. My vehicle was making noise and having steering issues so **** looked at it and it needs a steering rack. I was told that this could be caused by the coil spring being broken. When I talked to Bannister about this they had no idea if they would also replace this but would look into it. I never heard back from them. I have had to buy a different vehicle and am still waiting for the recall part. Please help. The recall campaign #**DA20

  Business response

  14/01/2025

  Firstly, we would like to apologize for the delay in providing the customer the information requested. We understand any inconvenience this has caused and appreciate everyone's patience as we worked to gather the necessary details from both our team and Hyundai ******. After discussion with Hyundai ******, The steering rack would not be considered consequential damage related to the recall of the coil springs. In addition the vehicle is eleven years old, outside of any other warranty parameters, so there is no warranty coverage of the steering rack for the customer. We are happy to assist the customer with replacing the steering rack if the customer is wanting to purchase it and pay to have the Hyundai dealership install it on their behalf. In reference to the recall Hyundai has released an updated recall coil spring that is now available. We are placing an order for the new coil spring and have reached out to the customer to schedule the installation at their convenience. 
  
  

  Customer response

  21/01/2025

   
  Complaint: 22759673
  
  I am rejecting this response because:
  I talked to another dealer here who said the broken  coil spring could have caused steering problems then damaged the rack from driving it.  I had to buy another vehicle because this one was unsafe to drive and that dealer said the same thing.  This is not satisfactory and I want both the coil spring and the steering rack fixed.  

  
  Sincerely,

  **** *******

• Initial Complaint

  18/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We bought a vehicle on September 8, with the deal to receive $500 towards winter tires. It is now October 18th and we still have not received the cheque. Salesmen and managers will not respond to my voicemails.

  Business response

  18/10/2024

  I spoke with the customer in regards to the cheque being issued, and there were delays on our end and the cheque has been issued and mailed off 

  Customer response

  23/10/2024

   
  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,
  
  ***** ******

• Initial Complaint

  26/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my profound disappointment with the purchasing experience and subsequent service we have received following our recent purchase of a new 2024 Hyundai Santa Fe Ultimate Calligraphy. Within two weeks of purchasing the vehicle, we encountered a major issue during a family road trip. The car broke down and had to be towed to a dealership seven hours from our home. We learned that the transmission had a manufacturing defecta hole in the top of the transmissionthat required a replacement. This issue left us without our car for over six weeks. While the transmission replacement was covered under warranty, we incurred significant out-of-pocket expenses for the tow, gas, a hotel stay, and lost wages due to taking time off work to retrieve the car. Throughout this ordeal, I faced considerable difficulty in communicating with your dealership. My calls often went unanswered, and despite promises to find a replacement vehicle, no such vehicle was provided. Additionally, after the car was returned, I requested a discount on winter tires as a gesture of goodwill given our experience. The response I received from the sales manager was dismissive and unhelpful, and I have yet to receive any follow-up or resolution. To make matters worse, both my spouse and I have been blocked from your dealership's social media channels. I have already filed complaints with Hyundai Canada and ***, and I am considering escalating this matter to the *********************** (***), ****************, and other media outlets. I understand that issues can arise with any vehicle, but the lack of customer service and the unresponsiveness from your dealership is unacceptable. I urge you to address this situation promptly and provide a satisfactory resolution. I look forward to your immediate response. Sincerely, ******** ******* ************ *********************

  Business response

  26/09/2024

  Mrs ******* purchased her vehicle off of us In June 2024, I was notified of a ******** post Mrs. ******* had posted about us on ************* I reached out to Mrs. ******* the day I learned of her post to try and help her in any way possible. I helped her switch out here loaner vehicle for a more suitable vehicle, I as well offered to reach out to Hyundai Canada on her behalf to try and find her a replacement vehicle. I informed Mrs. ******* that it is out of my control and that there are not many Santa Fe's available and they may not be able to locate a replacement before hers is fixed.  I as well provided Mrs. ******* my personal phone number and did not miss any of her calls when I was in the office.

  Mrs. ******* reached out and asked if I can provide her a deal on winter tires as compensation for her being out of her vehicle for a few months, I offered her winter tires at my cost, she said that was not good enough and wanted more.  I asked her what she was hoping for and she said to leave it up to me. I said I will talk to the my boss and get back to her. Within 2 hours she had gone to social media, trashing our company as well as her husband. They both proceeded to comment on all our salesman's posts trashing and slandering our dealership.

   

• Initial Complaint

  18/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 20, 2024 incident date. Driving on holiday through ** and the engine went on my 2017 Hyundai Tuscon. I had it towed to Bannister Hyundai in Kamloops. As it was a *************************** was closed but they would check it out Monday. Received call saying the engine falls under warranty and will be replaced at no cost. Due to a lack of communication on Hyundai not set a timeline of getting fixed and the fact I had to drive back to ******* and back to pick up my vehicle I incurred costs of: Tow Truck $ ********, Rental Car $ ********, Fuel $ ******, Accommodation $ ********, Food $ ******, Total $ ********. I have a full recount of all communication, dates, times, and what was discussed - just too long for this forum. All receipts were submitted as requested by Hyundai on May 17, 2024. I was advised that I would receive service paperwork for what was done once I sent in receipts. Fast forward to June 17, 2024 and I received first communication from Bannister Service Manager with regards to this matter advising me to submit my receipts to a different department. Oh, and he finally provided paperwork about warranty service.Hyundai has dragged their feet on this and assume that I have an extra $5,000 laying around to front for their warranty covered issues. These funds are now accumulating *****% interest since charged due to their lack of reimbursement.Please contact me so I may send you all of the communication with regards to this matter.They have had all receipts/paperwork for over a month now.Thank you,***************************

  Business response

  04/07/2024

  Good Day ****,
  
  I had my Hyundai **************** Manager confirm the information I am giving you; you will have to claim the food/fuel/hotel through the website I provided. Once the claim is approved and paid we will then be able to reimburse you for the tow and rental bills.
  
  

   

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Last Nov or early Dec 2023, I went to the Dealership to inquire about replacing my key fob for my Hyundai as my fob no longer worked. The guy at the service **** quoted me $285 for fob & $85 for programming. He then asked if I had a spare key, which I didn't. He recommended getting a spare key at the same time as the fob because it is cheaper. He said replacing the key in the future if I lost it would be more expensive plus I would give me a spare key now . I said okay. The spare key would be $71 & programming would be $50. Jan 18, 2024, I went in to dealership to get the programming of the ********** I received the fob, but not the key. from Jan 18 to Feb 14, 2024, I was called back 3 times to get the key, but there was always a problem programming the key. Finally, I said if programming the key is a problem, then I won't take the key, which they agreed with, so On Feb 24/24, I went into pay for the fob but was presented with a bill for $444.59. Originally I was quoted just under $500 for everything, fob, key & programming. but now without the key or programming, but the bill is $444.59???. I told her it didn't make sense, so will take the key & the programming. This is when ***,(I think the service manager) came from the back. I told him I will get the key & programming. He said okay, they will get the *** from ***** and they won't charge me for programming the key ( so I know the $444.56 does include the cost of a key)j. So I paid the $444.56. This was Feb 17/24. As of today, still no word about the key. I called around the middle of March & talked to a lady who had called me twice before to do service follow up calls. We talked for 18mins. I explained the whole thing . She said she remembered me. She said *** was in a meeting for the morning, but she will give him a detailed message & have him call me back that day. It is now April 8/24 and he hasn't called me back.

*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. ↩