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Tustin HyudaiThis business is NOT BBB Accredited.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
went to dealership Jun26 2024 **** the (ERVICE ******* TOOK PICTURES AND STATED HE WOULD SEND TO Warrantee On July1 CONTACT DEALERSHIP LEFT MESSAGE NO RESPONCE ON JULY 2THE 800HYUNDAI NUMBER SPKE WITH **** GOT CLAIM NUMBER ******** CALLED HOME DEALERSHUIP SPOKE TO RHUBEN 7-10-24SENT HIM MORE PICKS HE STATED HE WOULD SUBMIT A REPAIR REQUEST CALLED THE 800 NUMBER WAS GVED A "******************** HE STATED HE WOULD WORK ON IT AND AND THAT **** HAD THE PARTS ORDERED CALLEDANDLEFT MANY MESSAGES TO ****** AND E MAILS NO RESONSE CALED THE MAIN 800 NUMBERS SPOKE TO ****** AND ** AND BE HOLD ****** CALLED ME 7-24 STATED HE WOULD GET THE STATIS AND CALL ME BACK THE 16 BY 4PM MY TIME YOU CAN GGUESS BY NOW NO CALL NOW THIS TRIMIS SPOTTING AND IS COVEREDBY ********** THAT THE DOMNOT WANT TO HONORBusiness response
08/06/2024
Good day,
We need more information. Full VIN to identify customer. We have no one in our store with the names stated in her complaint.
Thanks ****
Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Case# ******** I am writing to file a complaint against Tustin Hyundai. On May 31, 2024, I brought my vehicle in because it wouldnt go above 50 mph and was jerking. The dealership claimed to have fixed the issue, and I received my car back on June 1, 2024. It drove smoothly for about 2 hours, then the problems returned.When I took the car back the following week, Tustin Hyundai said it needed an engine replacement and blamed the issue on maintenance negligence. This is incorrect, as my ex-husband and father regularly changed the oil, even though I dont have formal service records for those times.I believe Tustin Hyundai misdiagnosed the initial problem and request that they address the engine issue without blaming maintenance negligence. I seek a proper resolution, such as an engine replacement or equivalent repair. It is within the mileage warranty.Business response
06/25/2024
We have looked at this vehicle two times as stated. On the second time in we requested from Hyundai Motor America to replace the engine for rod bearing failure. Hyundai Motor America denied the repair due to the malfunction being exceptional maintenance neglect, not a warrantable defect no goodwill assistance is being offered. We are always fighting for our customers when it come to warranty repairs because Hyundai Motor America is paying the bill and what is good for the customer is good for *******************************************. We are sorry this was not approved and we cannot override Hyundai Motor America.
*******************
General Manager
Tustin Hyundai
Customer response
06/26/2024
Dear BBB and Tustin Hyundai,
Thank you for your response to my complaint ID#: ********. While I appreciate your attention to this matter, I must reiterate my concerns and provide further clarification.
**Maintenance History:**
Although I do not have formal service records, regular maintenance was performed on my vehicle by my ex-husband and father. They routinely changed the oil and ensured the car was in good working condition. I can provide written statements from them to support this.
**Misdiagnosis:**
The issue with my vehicle resurfaced shortly after Tustin Hyundai claimed to have fixed it, indicating a potential misdiagnosis. Given that the vehicle is still within its mileage warranty, I believe the engine issue should be addressed without attributing it to maintenance negligence.
**Personal Circumstances:**
As a single mother, I have been significantly impacted by this situation. I have been without my vehicle for an extended period and have had to rely on family members to borrow cars. This has caused considerable inconvenience and hardship for me and my children.
**Financial Impact:**
I cannot afford and should not be required to pay $10,000 for a new engine, especially since my vehicle is still under warranty. It is unfair to place this financial burden on me when the issue should be covered by the warranty.
**Resolution Sought:**
I request that Tustin Hyundai conduct a thorough inspection and provide an engine replacement or equivalent repair at no additional cost to me, as warranted by my vehicle's warranty coverage. I am seeking a fair and reasonable resolution to ensure my vehicle operates safely and reliably.
Thank you for your attention to this matter. I look forward to your prompt response.
Sincerely,
***************************Customer response
07/10/2024
Dear BBB and Tustin Hyundai,
Thank you for your response to my complaint ID#: ********. While I appreciate your attention to this matter, I must reiterate my concerns and provide further clarification.
**Maintenance History:**
Although I do not have formal service records, regular maintenance was performed on my vehicle by my ex-husband and father. They routinely changed the oil and ensured the car was in good working condition. I can provide written statements from them to support this.
**Misdiagnosis:**
The issue with my vehicle resurfaced shortly after Tustin Hyundai claimed to have fixed it, indicating a potential misdiagnosis. Given that the vehicle is still within its mileage warranty, I believe the engine issue should be addressed without attributing it to maintenance negligence.
**Personal Circumstances:**
As a single mother, I have been significantly impacted by this situation. I have been without my vehicle for an extended period and have had to rely on family members to borrow cars. This has caused considerable inconvenience and hardship for me and my children.
**Financial Impact:**
I cannot afford and should not be required to pay $10,000 for a new engine, especially since my vehicle is still under warranty. It is unfair to place this financial burden on me when the issue should be covered by the warranty.
**Resolution Sought:**
I request that Tustin Hyundai conduct a thorough inspection and provide an engine replacement or equivalent repair at no additional cost to me, as warranted by my vehicle's warranty coverage. I am seeking a fair and reasonable resolution to ensure my vehicle operates safely and reliably.
Thank you for your attention to this matter. I look forward to your prompt response.
Sincerely,
***************************Initial Complaint
12/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased the Hyundai Nexo 10/14/23 with the understanding that it had a functioning BlueLink system (which is a big part of the vehicles allure); it HAS NEVER WORKED SINCE I BOUGHT IT; I HAVE gone to the dealer, who says they have nothing to do with it; call the bluelink system; which I have called approximately 6X in the last month, put on hold X 20 minutes, told that the engineers would call me back to fix the problem THEY NEVER HAVE CALLED ME BACK!!! they do not have any appreciable customer service and don't seem to care if the problem is fixed or not; I have already paid for the vehicle in full and wonder what now my recourse will be - accepting that their system will never work in my vehicle?Business response
12/13/2023
Good day.
I will reach out to the customer tomorrow. I will also reach out to Hyundai Motor America for a resolution to this issue. The factory will need to be involved with a buy back and exchange if that is the desired outcome.
*******************
************
Initial Complaint
01/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Tustin Hyundai is doing repairs on my vehicle. Ive been renting car. So im paying for 2 cars. My car has been in their dillership for 3 month now. I cant afford paying for 2 cars anymore. They kept feeding me with promises for all this time. Is there anything can be done at all?Business response
01/30/2023
Good day,
We have replaced the engine and currently are waiting on a battery from Hyundai. ***** has suggested that the customer contact ********************** for rental reimbursement. We will contact the factory representative tomorrow to request rental coverage going forward for the ** battery. We are very sorry you are without your vehicle.
*******************
General Manager
Tustin Hyundai
************
Customer response
01/30/2023
Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID ********, **** am aware of the whole situation of the repairs done and expected, and rental reimbursement agreement that's expected, however,I believe that repair times are extremely excessive, and im always receiving promises after promises, and ETA of vehicle to be done is delayed. ***** has been very helpful always, and i do appreciate her help.Regards,*********************Initial Complaint
07/05/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I came into the dealership with a pre approval from my bank already so I just wanted to buy my car. I was told I had to fill out paperwork for a credit check and I denied because I had my pre approval. They told me that I had to fill out the paperwork just so they had it on file but they wouldnt run my credit. I agreed to filling out their paperwork but I was adamant on saying no I do not approve of them running my credit. Both managers agreed they wouldnt and so did the sales rep. **** I called my bank and they told me that Im fact the dealership was actually running my credit as I was on the phone with him. The dealership denies doing it but my bank sent me proof that they in fact did. I will attach the screen grab I was sent. The yellow highlight is the dealership. The blue underline was me through my bank.Business response
07/13/2022
Good day,
We tried to sell ******* a vehicle last month. She made it very clear that we should not run her credit. Even though we have a signed credit application that allows us to run it we did not. The attached document does not name our dealership and she was in our store on 7/1/2022. We also have all the lender comments from July 1st. We are always trying to sell vehicles and we follow all customer request that are not in conficlt of lender laws.
*******************
General Manager
Tustin Hyundai
************
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Customer Complaints Summary
6 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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