Complaints

• Initial Complaint

  12/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I bought a car at Key Hyundai of Milford in the morning of Friday November 29th. After the fact, I see on the paperwork that a "key value package" for $1,995 was charged for; when nothing of it was mentioned. The document Kurt the Salesman presented was simply the different loan options from a 60 months loan vs 72 months as he verbally explained to us. No copies of contract or documents are provided day of signing to further their shady business dealings they are hiding. The sales tactic are not transparent, they just charge you a package for something that no sales person disclosed, under the guise of the payment options. Absolutely unacceptable business operation.

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Vehicle has been having oil consumption issues. I've taken it to Hyundai more than 8 times. No one has done anything to resolve. All I receive are emails that they are working on it. Hyundai is responsible for the engine damage to my car and they are giving me the run around.

• Initial Complaint

  11/07/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On November 5, 2024 I bought a ***** ** at this dealership. I was offered a promotion that was on their website for 1.99 rate for 72 months. My monthly payment would be $518. I verbally confirmed of this, however, they had problems with the computer and did not send me the e contract. So one was printed for signature. I didn’t see the numbers on the contract was only required to sign. So I requested a copy of that print I signed and I was denied one. They said I would get an electronic one. I called yesterday November 6 and was told that the person responsible was out and I would get it today. I am still waiting. I want to see that everything I was offered is on paper since I already gave $10,000. I don’t want any surprises. I believe I am entitled to get a copy of the contract. Make sure the promise of the promotion is honored. Respectfully , ****** **** , Thank you

• Initial Complaint

  10/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On January 24, 2024 I turned in one lease vehicle for another lease. I was assured, verbally by both the Salesperson and Finance Manager that my pervious lease (payments and mileage) would be cleared because I was entering into a new lease agreement. This was not done. I attempted to reach all parties and beyond only to be hung up on, no returned calls or emails, and when visiting the dealership "no one who could help was present". Hyundai Financial couldn't help and the account fell into collections and dragged my credit score down. I have negotiated payment of the debt, however I would like my credit score restored. Key Hyundai - NEVER AGAIN!!!!!

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my car to get serviced which cost close to four hundred dollars, they said they serviced it and did a recall that it had on it for free. That was on 9/5/24 on 9/10 got in the car to drive it and it wouldn't start, had to jump it to get to my appointment as I'm driving I smell a strange odor which turn out to be the burning battery cover in the trunk that that's started burning through the shield that covers the entire bottom area. I had the car towed to my house cause I was nervous after cause it could have been worse than what it was. 9/13 I took chance and drove to the dealership to tell them what happened and they refuse to accept fault and said that has nothing to do with what they worked on. I just wanted my car fixed but they were charging me again which is unfair if they claim they did a thorough inspection on the car. How did the fire happen? I asked they had no explanation, only that I had to pay to get my car repaired. I'm hurt because this is my second vehicle I purchased from them and this how they treat a loyal customer. I'm just asking to get my car fixed. I drove off the lot and the cars been sitting in front of my house for 2 weeks now. Can't talk to a live person all answering services. CAN I PLEASE HAVE SOME ASSISTANCE IN THIS MATTER

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The issue started on or around July 2nd or 3rd 2024! I brought my vehicle in because it continuously burns oil. I was told upon my arrival they will have to check this out. After waiting a couple hours I was told that there was indeed no oil in my car and that I wasn’t able to take it home with me because the engine needs to be replaced. My car was still in warranty because it’s under 100K! (However at this time it was very close around 99,500!!) I knew this was a holiday weekend so I was prepared for no update throughout the weekend! After countless attempts of trying to attempt to get an update on my vehicle, nothing. No return calls. I was updated maybe that next Tuesday and was told that they were working with my warranty and doing everything possible to get the new engine approved. I called the warranty company and was told there was no claim put in. I called Hyundai and they assured me it was and even gave me a claim number and an adjusters name. I called the warranty again and they told me yet again there was no claim put in and no adjuster by that name! Fast forward to 2 weeks later with no update and unanswered calls (they still have my car) I was told they have to do a “combustion chamber cleaning” which takes a couple hours and I can come pick up my vehicle. So for 2 weeks I had no vehicle for a procedure that took a couple hours. Oh and by the way they would not give me a loaner. I was told when I picked up my vehicle that the problem was fixed and I was all set. I was charged a deductible and told bring my vehicle back in 1000 miles. Well I didn’t make it 500 miles and my car broke down, no oil, and shakes . I have been calling this place since Sunday with no answer and no resolution. I am highly dissatisfied at the way I am being treated, further more they are responsible for the engine problem as it’s a known problem with these vehicles! I’m fed up With the customer service and the service department. Towing my car there with no answers.

  Customer response

  08/27/2024

  My issue started a few months ago on or around May 4, 2024. My oil light would flash quickly but won’t stay on. I had my husband check the oil and sure enough there was no oil. This was odd because I had just got an oil change about 2-3 weeks prior. I went back to the place I got my oil changed (**** * oil not Hyundai) and they topped my oil off for me of no charge and sent me on my way. I decided to bring my car to Hyundai and let them know what was going on. We brought it in on May 24th explained to them what was going on but because they topped the oil off there was nothing they can do. They told me if it happened again to bring it back. So we did. We brought it back on June 13, 2024 and they were able to see that there was little to no oil in my car. They told me I needed to do an oil consumption test where they filled up my oil and told me to drive it 1000 miles and then return. So we did. We didn’t make it 1000 miles and we returned on June 27, 2024 because there was no oil in the car. At that point we were advised that my car was consuming too much oil and we would need to start the process of getting a new engine. In the meantime I would have to leave the car there. So I did! My car stayed there for 2 weeks with little to no updates. After 2 weeks I received a call from Aldo who stated he had good news, they were going to do a “Combustion Chamber Cleaning” of the engine which only takes a few hours and I could pick up my car. So it didn’t happen that day but he called me the next day and said I can come pick up my car and that I shouldn’t have anymore problems. He told me to drive the car 1000 miles and then bring it back as my warranty will only cover up to 100,000 miles and at that time my car was at 99,000 miles. So that’s what I did. I took my car and not even two weeks later we faced the same problem again there was no oil in my car. I returned to the dealership on a Friday August 2, 2024. I let them know that there was no oil in my car again and the problem was not fixed. Aldo told me he would look at it and get back to me in a couple minutes! We sat in the waiting area, it took about an hour and then he returned and told me that they topped the oil off again and that we should have no problem with getting approved since we did everything that needed to be done. He was not going to keep my car for two weeks as I had no means of transportation like they did in the past. Instead they topped the oils off and told me that I can drive the car as much as I needed to just continue to monitor the oil , and if for any reason, my car was low on oil again before they approved the engine that I can just bring it back. And just two days later, Sunday August 4, 2024 driving the car home from work the car started shaking, rattling, the check engine light kept flickering on and off, and the car shut off when I was almost to my house. I parked the car. I called roadside assistance to tow my vehicle to Key Hyundai Milford. I knew it was a Sunday so I would not be able to speak to anyone so I waited till Monday morning. I called. No one called me back. I called every single day at least 3 to 4 times a day to try to get a update to at least let them know what was going on with my vehicle. I try to let them know that it broke down and I need to speak to someone as to what will happen next, no one answered. No one called me back. Nobody responded to my text messages or voicemails. I finally get a call from Aldo on Saturday August 10, 2024, he told me that they were still working on my claim and trying to get the engine approved. He stated that they needed to order parts and get the ball rolling at that time. I let him know that I was calling several times with no call. No update to let him know that my car had broke down a week ago and I don’t have the car, my car was in their possession, he told me that he advised me to not drive the car which was untrue. He never stated that. I asked him about a rental or anything to be able to get around because those two weeks without a car was horrible. I miss work. I had children and he didn’t care. He told me he didn’t like the tone of my voice and he hung up in my face. I immediately drove over to the dealership and when we got there he threw his hand and stated that he would not talk to me he only wanted to speak to my husband. He told me that he would not get us a loaner as customers scratch and damage them. I let him know that that was not my problem, That has nothing to do with me. He continued to speak with my husband, as he just did not want to speak with me anymore and he told him that he was working closely with some guy named Dave. I asked him for Dave’s information he told me Dave does not speak to customers. I left the dealership upset Monday, my husband got a call from an advisor named John stating that my engine coils need to be replaced and it will be about $800. I was confused as the process was for me to get a new engine. I am still without a vehicle, I left without answers , they were very unprofessional.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am having a serious problem connecting with somebody in the service department at key Hyundai of Milford I have been having issue with this vehicle for the past couple of months in and out back and forth

• Initial Complaint

  08/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am requesting your assistance finding out the status of my $250 " We owe you" check from Key Hyundai of Milford. Please see attached signed "We owe you" dated May 19, 2024. I purchased a vehicle but upon pickup (after detailing/paperwork), the vehicle had damages, previously under the plastic wrap when test driving. We agreed with the general manager that he would owe me a $250 refund check and a free tank of gas if I were to take the vehicle as is. From middle of June to July 10th, I have left five voicemails with the Accounts Payable Team, and noone has returned my phone call to date. I spoke to my Finance Manager, Kyle, on June 26th in person and Kyle said the refund check should have already been issued and mailed to me. Kyle asked me to send him an email, which I did, and he will help look into the status of my check. I have sent three emails to Kyle to date, and I copied my sales associate Eduardo and the General Manager Scott. I also texted Eduardo the evening of July 9th but did not receive a reply. I left a direct voicemail for Scott on July 9th as well. On July 11th, i spoke to the general manager Scott who confirmed my address and said the check would be mailed to me next day (on the 12th). I sent Scott a follow up email on July 29th and have been trying to call him, but i do not receive a return call or email. I have not received a response from anyone on this issue. On July 10th, i emailed the ****************** email for management to look into the issue, per their contact information online, and they have not acknowledged my email either.

  Customer response

  08/27/2024

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

  I had to go to the business and hounded the general manager till he cut me a check. I have received what i am owed.

   

  Thank you for your support 

   

  Regards,

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

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My 2011 Hyundai ****** engine failed. Brought the car into ******** Hyundai they held the car for 3 months and wanted to buy my car for $400 didn’t offer a loaner car then I took the car from them and brought it to key Hyundai of Milford they held my car for 5 months and kept asking for more oil and filter receipts I changed the oil myself and sent them the maintenance log and the miles log… I then sent them receipts from ******* **** **** and **** ***** for the oil and filters that were bought and changed… after all the going back and forth they don’t want to fix my engine under the warranty. My car was always maintained with the best parts ***** rotors and brake ******* oil and ******* *** oil… Hyundai has a recall on their engines. You drive the car everything is fine no noise no knocks no vibrations and out of nowhere the engine gets starved for oil because of their manufacturing process and then you need a new engine… I want them to replace the faulty engine with a new one and I want them to honor their recall on my car… they sent me a letter stating that my car has a lifetime engine replacement due to the recall… I want this resolved… all this and they never gave me a loaner car and my car is now sitting broken in my garage… car was by the dealer nov2023 til July 2024 and nothing got fixed case no: ********

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Dropped of my car on 5/2/25. Was told i had a cracked manifold and would have to file it through warranty. So it was approved and parts came in this is where it went down hill. I was told they snapped a manifold stud and trying approve it through warranty. they said no to them and i called and this is where i found out it was three studs. I was told the car would be ready on 5/21 if approved and they approved three hours ($557.97). I was told by my rep it would be ready next day. After calling and being hung up on three times. I had to go to the shop and i waited hr and half to see alex. He finally told me the head needed to be replaced. gave me a loaner that has to be returned in three days. No eta on my car. Cant get the last stud out. So they were paid for a job and couldn't fix it now want the head replaced i had to pull strings and got parts covered. They than said i have to pay 1900 dollars in labor plus tax and my deducible on the warranty. (over 2200). So they were PAID to get the studs out it shows it on the warranty paper work as 3hrs as per Vincent. in the photos you can clearly see they drilled into the threads!!!!! on top of that they never covered the exhaust ports letting shavings into the combustion chamber.(negligence). They want me to pay because they cant get the stud out and messed up the threads and i did not sign or was warned about anything. I spoke with two ASE certified mechanics (small shops). They said you cant charge the customer if you were paid to remove them and messed up or cant remove them. If this was a third party warranty i would have NEVER brought it here. I just want my car fixed and have me pay ONLY my deductible. I have also asked for the general manager was ignored on request. Now i messaged them today and ignored. I feel like my car is stolen by KEY HYUNDAI of Milford. I'm unfortunately at point of contacting help legally.

  Customer response

  06/19/2024

  So I got higher ups at corporate involved and they won't send over the information to corporate to look over the charges to see if they will cover it.   I will NOT be paying for a job they got paid to do and messed up and try to get more money out a warranty repair.  Alex is the service manager and just gives me the run around about how they gave me a loaner.   Yes I appreciate that but tomorrow is two months they had my car.  

  Customer response

  07/05/2024

  I don't want this closed as I'm not sure of final bill.  After I had to contact corporate numerous times.   They said they will cover the labor.    The parts came in on the 27 of June. Almost a month after the parts were approved.    The car is still not finished.  I won't close this until final bill and I'll update it here.   This company is by far the worst ran business ever the service manger Alex like to tell lies that I caught him in twice.   I'm afraid of them working on my car.  

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