Complaints

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased an extended service warranty from Hyundai of Palatine in May of 2022.On September ******* I traded my Tucson Hybrid in at ****** ******** extended warranty for the Tucson was for several years.On or about October 2, 2024 I informed the finance department at Hyundai that I no longer owned the car. I have been trying to get a refund on the service contract ever since. I have been promised a resolution and a check by ****** Head. My communication with him has spanned almost 3 months now.I feel I am getting the run around. Can you help?

  Business response

  01/08/2025

  
  The cancellation request has been processed, and refund checks typically take about 2-3 weeks to arrive. However, due to the holiday season and increased volume, it may take a bit longer. We expect the refund to be received soon and consider this matter resolved.

  Customer response

  01/09/2025

   
  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

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 30th, we brought our 2018 Hyundai Santa Fe Sport into Hyundai of Palatine, where we originally purchased the car, citing there was an issue with starting the vehicle during cold weather. The dealership could not reproduce the issue, but suggested a new starter. When we refused the work to be done, we were told we could pick up the vehicle and there would be a $185 fee because we declined the suggested work. This fee was not disclosed upon making the appointment, we were not notified of the fee in any communications, nor is there any written disclaimer regarding a fee if services are refused. We spoke with a manager at the dealership and they refused to remove the charge. We ultimately paid the fee, but feel that due to lack of lack of transparency, we feel they charged us for services not rendered.

  Business response

  01/10/2025

  Customer has been refunded. See attached.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Hyundai of Palatine on 5/25/24 for $20,757.51. They said that I would receive the registration in the mail. I live out of state in ******** and the vehicle titling process is different than ********. I wasn't aware of the difference until I was pulled over on 6/26/24 and the officer said I should have my registration. I reached out to Hyundai of Palatine and they said that they have up to 90 days for me to receive my registration. However, while I was waiting to hear back from them I reached out to my local DMV and they confirmed that they have to abide by Nebraska law and only have 30 days to send in the title and I'll receive my registration. As of 7/10/24, my DMV has yet to receive anything. They show nothing in their system associated with my VIN number. I keep reaching out to Hyundai of Palatine every other day for an update and I receive nothing. The only one who keeps in contact with me is my sales person *******, but when I ask for an update, she says she needs to get ahold of her finance manager. Whenever I call, I ask the operator to put me in touch with the financial manager, but when she transfers me, it will ring a few times and I'll also get his voicemail. I've left so many voicemails and he has yet to reply. I've also spoken with sales managers, but they always say that the sales manager who could look into it, is busy and I leave my call back info, but they don't reply. At this point, I just need them to send the title to my state DMV so I can get my registration. Even if they just let me know when and where they send it is good enough for me.

  Business response

  07/31/2024

  Per communication from our Hyundai Palatine store, this matter has been resolved with the customer. 

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle less than a year ago and from the start they were trying to sell me additional stuff that I did not want. I drove from ************, In. I purchased a 2019 Genesis *** that came off a lease. The driver side bumper's paint is peeling off. I went to a collision repair center and they said it was a bad paint job. There was some type of coating that was applied to the vehicle when I purchased it and they tried to get me to buy the warranty but I had no idea why and what all they did because this Dealership is NOT transparent in their doings. Attached are pictures of my car and what they tried to sell me but once again I didn't know what I was purchasing so I declined it. I called several times to get this remedied and now they're saying it's a manufacturer defect which clearly is not. Whatever they did is peeling off. So the body shop said the whole bumper would have to be removed stripped of the paint and repainted.

  Business response

  05/22/2024

  Our General Manager is in direct contact with the consumer to resolve this matter.

  Customer response

  05/23/2024

   
  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

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On March 30th, 2024, I turned in a leased vehicle (2020 Hyundai Ioniq Hybrid) to Hyundai of Palatine (address - ***********************************************************************************). This transaction included ending my lease through Hyundai Motor Finance (HMF) when they receive payment from Hyundai of Palatine. I worked with ******** (sales) and **** (manager). On April 14th, I was charged my lease payment by HMF and I called to ask them why as my lease was completed. HMF informed me they had no records of my lease being terminated with Hyundai of Palatine. I spoke with a manager (*****) at Hyundai of Palatine on April 15th who assured they were just behind on paperwork but it was completed over the weekend on April 14th. On April 22nd, I called HMF to confirm they received payment from Hyundai of Palatine which HMF did not. I have called Hyundai of Palatine roughly 10 times in the last three days to resolve this issue. Hyundai of Palatine will either tell me their managers are in a meeting and can't talk, transfer me to a extension where no one picks up or someone promises to have this resolved and will call me back. No one has called me back from Hyundai of Palatine. Today, I called Hyundai of Palatine and talked with ***** (customer rep) who apologized and looked into it. ***** assured me they have paid HMF and are waiting for the title. I called HMF to confirm this and HMF reports the car is still in my name and they have no records or payments from Hyundai of Palatine. Hyundai of Palatine owes me $341 and I have now been charged 1+ extra lease payment from HMF as they have not been paid by Hyundai of Palatine. I am concerned Hyundai of Palatine will not pay me or HMF to resolve this lease by my lease end date in June and that I will have a **** on my credit or worse as it could look like I have not returned or paid for this vehicle by the end date. I turned this car at Hyundai of Palatine in ******** before moving to ********** and am concerned I can't visit the site to resolve this.

  Business response

  04/30/2024

  The General manager for the dealership has been in touch with the consumer. This matter is considered resolved.

  Customer response

  05/06/2024

   
  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

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are requesting a replacement vehicle for a car that is clearly unsafe. They also refused to service it when requested. We have had 4+ issues in the last 5 months on the same car, one being life-threatening. Please review the attached PDF for a full description.

  Business response

  04/30/2024

  The dealership management has been working directly with consumer to resolve this matter. 

• Initial Complaint

  11/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  June 26th, 2023 around noon.Went into the dealership for a scheduled recall service on my car (anti-corrosion underbody spray) and realized during my wait time for the service that it was the final day of my extended 3rd party warranty I purchased when I bought my car. I had been hearing a rattle on cold starts for a while but had been very busy with work and hadn't had the chance to get it checked out.I called my warranty company about the situation and they said that my concern about a loud rattle on a cold start (a possible issue with the timing chain or a different part within the timing chain assembly) would be fully covered. They told me to notify the dealership of my concern and to, very specifically, write within the report, "customer is concerned about a loud rattle on cold start. Will inspect timing chain via diagnostics."That would enable the full coverage on a claim and for them to compensate the dealership even if the job were to be completed after the expiration of my coverage, "as long as it is dated June 26th, 2023 plus by listing the rattling concern stated by the customer."So, I told the service writer, ***, about the situation. He ASSURED me that it would be included within the report, but since the diagnostic testing was a different service it wouldn't be looked at until the next morning. I told him that was actually ideal since the car doesn't make the sound if it has recently been driven; it needs to sit overnight at minimum and for a guaranteed chance to hear it, 48 hours.I then receive a transcribed voicemail at work from him a mere *4 hours* later that in addition to the preexisting code I had mentioned, they didn't find anything wrong with the timing chain. I have video evidence of the rattle when I picked it up.They screwed me out of a covered repair with my warranty coverage by purposely not including it within the report. I have contacted both HyundaiUSA and the Service Director multiple times and they've stopped responding.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  En 07/08/2022 compro una Tucson ****************************************dicen que incluye una garanta extendida ****** cuyo precio es de $2595 para 7 aos. Y que solo pueden venderme el vehculo incluyendo dicha garantia pero que puede cancelarla en cualquier momento luego de la compra. Mi esposa tiene un accidente el 03/07/2023 y el vehculo es declarado perdida total. Voy al dealer para cancelar mis garantas extendidas y recibir el respectivo reembolso. Me dicen que est garanta no se devuelve!!!!!! Eso es un robo apenas **** 7 meses de tener el carro y yo no haba hecho uso de dicha garanta y ellos fueron muy claros al decirme que poda cancelarla en cualquier momento .Me sent impotente por no poder defenderme por mi limitacin en ingls en tan d***gradable momento me han robado en mi cara.Llegando a casa decido revisar documentos de mi otro vehculo el cual compr en 09/03/2022 en este mismo dealer, pero en *** ocasin no acepte la garanta ****** por lo que no firme y lo que escrib en el ******* ********* mi sorpr*** a **** que siempre me la cobraron an sin tener documento firmado por lo que es un FRAUDE. He tratado de comunicarme con ellos por ******* y escrito me dicen q me devolvern la llamada y ***** Por eso busco apoyo con ustedes por qu son $5190 los que ellos me deben.

  Business response

  07/05/2023

  The dealership and corporate office have resolved this matter amicably

  Customer response

  07/05/2023

   
  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

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We came to the dealer to diagnose why the check engine was on and make repairs. After many quick fixes, the check engine light kept coming on again and again. We live in the ***************, and finally on the 5th repair, they gave us a rental which was helpful. Your team insisted on replacing the sensors in the car costing us $1700 before we even addressed the real issue, which we mentioned when we first brought the car in since another mechanic had already told us that was the issue. We have spent almost $5000 on repairs now and we were told we could not transfer to another dealer to get this resolved. After all those repairs, the check engine light came back on a 6th time after repairs, and the dealership says they don't know why.Below is a summary of one of our experiences as well to give a look into how they have been handling our situation. After the most recent $3000 spent, we brought our car home to find that our front license plate was missing. It was a complete disaster when we called to find out where it had gone. ***** told me that our case manager ******** wasn't working there anymore even though he had been corresponding with us, said if we received texts from him it was not him and that it was someone else texting us. I started to ask for clarification and then ***** started laughing, and said through laughter oh they actually did find your plates. I then asked for an explanation of how all of the sudden they showed up. We got a call from the number that was tied to ********, it was in fact ******** who insisted her still worked there. He then told us that they did NOT find our plates. He also told us he talked to the technician and there was no need to take off the license plates for the repairs that had been done. Told us they couldnt do anything for us except reimburse the plates. We did get a refund for $850 worth of service fees from the manager but still feel this hasn't been properly handled, given our check engine light is still on.

  Business response

  02/23/2023

  The Parts and Service Director has been in contact with the consumer.  We have attempted to contact, setup an appointment, provide a loaner and resolve this matter.

  Customer response

  02/27/2023

   
  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. We have received our car back with the most recent repairs completely on the house covered by Hyundai. As long as the check engine light stays off, we are satisfied with this resolution. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I HAVE A 2017 HYUNDAI SONATA SPORT WITH 41,000MI. ON 01/30/2023, I SAW THAT THE PAINT HAD CHIPPED OFF AN AREA ABOUT 3"X2" ON THE DRIVER'S SIDE **** JUST ABOVE THE HEADLIGHT, THE *** IS PARKED IN A TEMPERATURE CONTROLLED GARAGE. IT DID NOT APPEAR TO HAVE BEEN HIT BY EITHER ANOTHER *** OR ANY OBJECT. ON 01/31/2023, I TOOK THE *** TO 2 LOCAL BODY SHOPS FOR AN ESTIMATE TO REPAIR. BOTH SHOPS AGREED THAT IT WAS NOT CAUSED BY ANY ACCIDENT AND THAT, IN FACT, IT WAS A KNOWN PROBLEM. HYUNDAI'S QUARTZ ********************* PAINT (W8) HAS BEEN KNOWN TO PEEL OFF FOR YEARS, YET HYUNDAI CONTINUED TO USE IT. I IMMEDIATELY WENT TO MY LOCAL HYUNDAI DEALER. THE AGENT THERE ADMITTED THAT THE PROBLEM EXISTS AND OFFERED TO CONTACT HYUNDAI CORP. I HAVE YET TO HEAR BACK. MEANWHILE, I DID SOME INVESTIGATION ONLY TO FIND THAT THOUSANDS OF HYUNDAI ***S WITH QUARTZ ********************* PAINT HAVE HAD THE PAINT PEEL OFF NEARLY THE ENTIRE ***. THIS IS OUTRAGEOUS. HYUNDAI NEEDS TO TAKE RESPONSIBILITY FOR THEIR NEGLIGENCE IN CONTINUING TO IGNORE THIS PROBLEM. I'M AFRAID TO DRIVE THE *** OR WASH IT FOR FEAR OF FURTHER DAMAGE. EVEN IF I HAVE THE **** REPAIRED, THE PROBLEM IS LIKELY TO CONTINUE ON OTHER AREAS OF THE *** SO THAT YOU'RE LEFT WITH A LIFETIME OF REPAIRS! EITHER THE PAINT IS DEFECTIVE OR THE PREPARATION/PRIMER WAS NOT DONE CORRECTLY. I'VE BEEN ADVISED THAT TO CORRECT THE PROBLEM THE ENTIRE *** NEEDS TO BE STRIPPED, RE-PRIMED AND REPAINTED.

  Business response

  02/23/2023

  After a class action law suit against Hyundai Motor America (HMA), a 6 year warranty extension was added to certain vehicle's in the 2016 model year from the in-service date, 10/11/16.  This covers the vehicle for this known paint issue during the term.  Unfortunately, the consumer's vehicle is outside of the term of this extension, see attached service bulletin.  The last repair order on the vehicle was 9/13/22 and it has no documentation of any paint concern.  As always, we advocate for our customers but are bound by the manufacturer's warranty coverage and terms.   

  Customer response

  03/01/2023

   
  Complaint: 19374613
  
  

  I am rejecting this response because: My vehicle is a 2017 Hyundai Sonata, NOT 2016.  I took the car to Hyundai of Palatine in mid-Dec of 2022 and spoke with **** regarding the peeling paint.  I did receive correspondence from Hyundai about the extended paint warranty.  It contained my name, address & VIN #.  It makes no sense that I would receive that correspondence if my vehicle is not included.  The paint defect is clearly due to Hyundai's error in the application of the primer & paint as stated in their response.  Furthermore, the last 3 pages of  Hyundai's response ARE NOT LEGIBLE.  Please send a readable copy.
  

  
  

  
  Sincerely,
  
  ***************************

  Business response

  03/06/2023

  The vehicle is a 2017 Hyundai Sonata, however, the start date of any warranties offered by Hyundai Motor ******** (HMA) is 10/11/2016.  The 3 year/36,000 mile paint warranty was extended for a total of 6 year/unlimited miles.  This extension provided warranty coverage from 10/11/16 thru 10/11/22.  Warranty coverage is not set by the dealership rather the manufacture of the vehicle, HMA.  Any coverage under the terms set forth by HMA would be denied due to the expiration of the 6 year/unlimited warranty extension.  Attached please see the coverage terms and dates.  We find this matter to be closed.

  Customer response

  03/07/2023

   
  Complaint: 19374613
  
  I am rejecting this response because: The peeling started last year. I'm sorry but I don't have an exact date but I do believe it was within the warranty period.   I didn't do anything about it at the time because I had no idea the warranty was extended. Hyundai only sent the notification of extension last month! Why were customers not notified in a timely manner?  Had I known about the extension, I certainly would have notified Hyundai. For this reason I believe my vehicle qualifies under the extension. If I need to escalate this issue to another person/department please provide the persons name, address and phone.
  
  Sincerely,
  
  ***************************

*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. ↩