Complaints

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2018 Hyundai ****** from this dealer in May 2021. The vehicle has since been in the shop multiple times for the same issue that the dealer nor the manufacturer is taking responsibility for. The engine is bad and was bad when they sold me the car. I have to put 5 quarts of oil in it every week and have spent over $10000 in repairs over the last few years. Ive brought this to the dealers attention early on when I was getting my scheduled maintenance done saying my oil is always empty shortly after oil changes. At first they said need oil consumption test to see why burning lot of oil. Unfortunately nobody at dealer ever got back to me on how to get one thru them and when called I kept getting tossed around to different departments. Eventually they told me needed valve cover gasket. I got second opinion and other mechanics which have been around for decades and worked on my car for other issues confirmed the engine needs replaced and the dealer needs to handle. Ive taken my car to Suntrup in Feb 2024 and they completed the valve cover gasket and other things they said Hyundai advised needed denying the replacement of engine. I paid $3000 for that repair. A week later my oil was empty again. So what did I pay for I asked. They dealer just said the engine needs replaced but out of warranty and they couldnt tell me whats wrong with my car. So they scammed me out of thousands to fix things that werent even the issue. They are the ones who are experts and are paid to diagnose the cars issues so why am I out of money because they comment figure it out when they know its the engine as other mechanics have noted on my other repairs they did that the engine is BAD!! I want my engine replaced or all my money back for the repairs *** paid for trying to fix an issue that is basically never ending because the engine is bad. The total costs of repairs with suntrup and other mechanics Im seeking compensation to be able to replace engine

  Customer response

  12/27/2024

  Included as many files as I could but these are just a fraction of the repairs and 5% of all the oil purchased receipts. You can see the same repairs were being made to replace oil consumed spark plugs and the mechanic stating the engine needs replaced and replacing the spark plugs is just temporary until the engine eventually dies. 

  

  Business response

  12/31/2024

  We understand that vehicle problems and repairs can be frustrating. Since the vehicle was purchased in 2021 the dealer only shows one complaint of oil consumption prior to this year.

  In 2022 we looked into the concern that the vehicle was burning oil and found that the vehicle burned one quart of oil in ***** miles. This is unfortunately within Hyundai's specification of oil consumption. When the vehicle returned in the beginning of May this year we found that the valve cover gasket was still leaking from our recommendation in April of 2023. The dealer replaced the valve cover gasket, spark plugs, ignition coils, and performed a combustion chamber cleaning during the same visit. When the vehicle returned in late May this year we submitted a request to Hyundai asking for engine replacement due to oil consumption. The request was denied by Hyundai due to "the malfunction being out of warranty caused by time and mileage". Suntrup has  no benefit by declining coverage of work needed. We simply follow regulation from Hyundai corporation

  . That is where this complaint needs to be directed. **************** # is ************.

  ***** ************************************************* manager

  
  

• Initial Complaint

  12/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/13/24 my 2019 Hyundai Kona was towed (by Advantage Towing) to Suntrup Hyundai. The car's check engine light was on and was issuing a diagnostic code P0302. On 12/16/24 the Kona had been repaired, but without prior authorization/consent given to proceed forward with the repair (see text message/call log photo attachments). Suntrup Hyundai lied about receiving my authorization on the service receipt for repairing service bulletin 20 FL 006H 1. I did not authorize the repair nor did I receive any type of communication that this was the problem from either the service manager or representative (prior to them proceeding forward). This is also a known service bulletin for Konas; the repair should of been covered by the Suntrup Hyundai dealership for the software logic update (see ********************** attachment). Meanwhile Suntrup Hyundai's service manager would not return the five (5) voicemails left by my mother, cosigner on the vehicle, to discuss the issue (see call logs).Our issue with Suntrup Hyundai was that they proceeded with servicing my 2019 Kona without authorization, charging for the service when there is a known service bulletin out for this specific issue, and the service manager not returning phone calls as to why they proceeded forwarded with the workout my authorization.

  

  Business response

  12/19/2024

  We are so sorry.

  The repair was completed without permission on a judgement call.

  A poor judgment call. There was no Ill will intent.

  We also apologize for the lack of communication, had this not been an issue we would not have had to involve the BBB.

  We are sorry for any inconvenience and i am  currently working on issuing the refund.

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

  Service Manager

   

   

  Customer response

  12/23/2024

  Complaint: 22703426
  
  I have reviewed the business' response and am rejecting it because: I have not received a refund nor a pending refund.
  
  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May, I got a 2020 *** ******* with a warranty. In August this vehicle randomly began shutting down and eventually it wouldnt turn over at all. I had it towed home. It randomly turned over and I was able drive it to the service department at the dealership on 9/3/2024 (my appointment date). On 9/5/2024 I called them to get an update on my vehicle. I was told they needed to figure out if I was under warranty first, which I am. I called them back again on 9/7/2024 to receive an update only for them to tell me service is closed on the weekend. When I finally spoke with them Monday I was told I had a warranty and my fuel pump module needed to be replaced. They stated the part was ordered and it would be covered by the warranty. I inquired a loaner vehicle in the mean time due to work and transportation to get my children to school (they have no buses in their school district). I was told the loaners cost $35 a day and I would have to check with that department. They stated there were no loaner vehicles available and I would have to call back. A few days went by and I check back in on the update of the 2020 gmc terrain and was told there was no eta on when the part would be in but that it was ordered. A couple more days passed again I inquired about a loaner vehicle and was told I would have to put on a wait list and my warranty only covers 1 day and it would be an additional $45 a day. Every time I call to check on the vehicle they say the part is on back order and its nothing they can do for me. I reached out to ******* through email and he stated he escalated my situation, twice no one from his department got back with me. Now its going on 2 months and I still have not been offered at least a loaner vehicle for the inconvenience even while paying for a $4,000 warranty that was added to my contract. I was sold a lemon and the company has not accommodated me in 2 months.

  

  Business response

  10/22/2024

  We apologize for this inconvenience,
  The part we need to fix the vehicle is on Nationwide backorder. It is due to release sometime this week, meaning we should have it in 1-12 days. We have offered the customer a free loaner vehicle, however she must provide car insurance and at this time she can not. As soon as she provides car insurance we will be happy to accommodate her needs.
  Thank you,
  
  --
  ****** Silk
  Service Director
  Suntrup Automotive Group
  *************

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2013 Hyundai Elantra GT which started intermittently showing the *** light accompanied by driving very sluggishly (in limp mode) with the tachometer registering zero and eventually shutting down. On August 5, 2024, I took it into the Suntrup Hyundai dealer service department located at *************************************************** They ran a diagnostic for $200 and then called my husband to get his approval for another diagnostic because the first one did not locate the exact problem (another $200). They said the fix was a new computer board which was over $2000. We authorized. We waited approximately a week and a half. On August 14, 2024, we picked up the Elantra. Shortly after, it started doing the same thing. We were dropping it off on August 28, 2024, and the light again came on. They did a diagnostic immediately which showed the problem as crankshaft position sensor. They replaced the crankshaft position sensor, which I think is the correct fix, and charged us $218.37. (Did not charge us for yet another diagnostic or labor, just the part.) I felt we should receive a refund for the part that did not work. I called but was unable to speak with anyone in the service department. Was told the service adviser, *********************** would make the decision. So, when we were checking out I brought up the issue. ******************** proceeded to skirt the issues and tried to take the blame away from himself saying we did not say anything the first time about the zero tachometer, which we did. Also said they test drove it, but the work order shows the IN odometer reading as ***** and the OUT odometer reading as *****. He said he must have made a typo again trying to take the blame away from himself. If their service department stood behind their work, ******************** would have acknowledged he did not make the correct diagnosis, and charged us over $2000 for a part we did not need, and which did not work. I am requesting a refund for the expensive fix that did not work.

  

  Business response

  09/05/2024

  The vehicle came into the dealership initially  on 8-05-2024 and mileage of 75774  when the vehicle arrived the vehicle had an esc light on and the customer stated . esc light came on and the light had been on and off the next few days .when it came on the vehicle became sluggish then the light came on . testing the vehicle found no communication with the ecm. We found code with esc module c1613 network error for ecm to esc circuit testing found internal short of the ecm .

  Note: this took several hours to diagnose this vehicle to  find the route cause of the issue replaced the ecm and test drove 3 miles found no issues with vehicle could now communicate with the ecm no dtcs where found .

  The vehicle then returned at the dealer 8-29-2024 millage ***** now with the esc light coming on again and going off and the odometer dropping out at times scanned the vehicle for dtcs found p0355 crankshaft position sensor circuit a fault used a oscilloscope to verify the waveform of the vehicles crankshaft position sensor found intermittently the vehicle would lose the signal .

  We replaced the vehicles crankshaft position sensor now vehicle works as designed !

  The vehicle did not have the ability to set this dtc prior to our previous repair we would have not been able to diagnose the vehicle with an internally shorted pcm.

  The vehicles pcm  would have had to have been replaced(first repair) first to find the crankshaft position sensor issue .  This was explained to ** ******* who stated he understood this .

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

  Service Director

  Customer response

  09/06/2024

  Complaint: 22218982
  
  I have reviewed the business' response and am rejecting it because:
  
  I do not believe the first repair was needed. 
  If it was needed in order to find the actual problem, then service should have taken care of that on the first visit. 
  I was told after the first visit that they had found the problem and the car was repaired.
  
  
  Sincerely,
  
  Pat Rockers

  

  Business response

  09/11/2024

  The first repair was indeed needed, there wouldve been no way to find an additional problem without completing the first repair.

  The vehicle had a faulty engine control module, which would allow the car not to set any additional diagnostic trouble codes to find the second issue when Car was here after the initial first repair, no more issues present after the test drive.

  The technician drove the car 3 miles was unable to duplicate any further concerns or issues.

  We released the vehicle to the customer.

  The customer experienced an issue with it.

  We brought the vehicle back did the repair we even covered the labor for that repair. The customer only paid for parts . 

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

  Service Manager

  Customer response

  09/12/2024

  Complaint: 22218982
  
  I have reviewed the business' response and am rejecting it because:
  Sadly, I guess this case will end here due to the lack of integrity of Suntrup Hyundai Service Center.  Next time I will look for a company that states it's fixed the first time or it's free. 
  
  Sincerely,
  
  Pat Rockers

• Initial Complaint

  08/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I put $500 down on a vehicle 8/9/24 to pick up Thursday, 8/15/24 after they gave the vehicle a tuneup and replaced 2 tires - I was planning to drive this on our vacation leaving 8/17/24. Twice the salesman called me to say he had another buyer lined up for this vehicle. I reminded him I had a deposit on this vehicle and I was in the process of financing with my bank.I received a call 2 days before my trip - He stated the Dealership will NOT accept Outside Financing from other Banks when *********** IS one of the banks Suntrup uses! I have already been approved for this vehicle - Suntrup refused to send over the buyers order to ***********!! I have always purchased vehicles this way. Whats the REAL reason? Someone offer more money for the vehicle I put a deposit on? This is unethical business behavior!When I reached out to the salesman to dispute this refusal to sell me this vehicle I put a deposit on - he blocked me for referencing contacting my attorney

  

  Business response

  08/16/2024

  **********************,

  I am very sorry to hear about your experience with our sale's department.

  I understand you were working out details of a purchase. 

  Once the conversation turned into threats and profanity our sales manager decided it would be  in everyone's best  interest not to continue with the relationship.

  Your deposit refund transaction was executed 8/14/2024. Best of luck on your search  with another establishment.

  ***********************;

  Sales manager 

  Suntrup Hyundai

   

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have had my car for a month and half. I told them that my car losing oil. They told me that I needed to have work done. they fixed. Two weeks later the engine light came on. When I took it back they said I needed a new engine.

  

  Business response

  05/07/2024

   ***********************,

  Unfortunately this vehicle is consuming oil and is outside of Hyundai warranty. The engine extensions that this vehicle carries are for rod bearing failure and would not qualify. The dealer contacted the extended warranty company for inspection and coverage. The extended warranty company used a borescope to inspect the valves during diagnosis. After inspection the extended warranty denied the claim due to carbon related failure.  We have no control over what is covered by the warranty.

  To repair the customer's vehicle we recommend that the engine be replaced.

   

  
  
  
  Thank You,
  *********************

  Suntrup Hyundai Service

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this dealership on 1/16/2024 to get a tune-up and have the anti-theft software installed in my vehicle as part of Hyundai's corporate recall initiative. Prior to this visit, I had zero issues with my car. I had the tune-up done and the software installed for an amount upwards of $500. Not a month later, my car began to act up. It started with the car alarm going off without any threat then escalated to the radio refusing to change stations or turn off/on/up/down. Days later, the car began having trouble turning on entirely. Some moments it'd crank up immediately, others the anti-theft protocol would initiate and prevent the car from starting. I checked the battery -- nothing wrong there. The starter is fine as well. This prompted me to look into other Hyundai owners' experiences with the recall and they were having similar issues as mine. However, when I called the Suntrup dealership about damages to my vehicle, they told me they would not be reimbursing me for any necessary repairs due to their improper work. I live in ******* and it is now at the ************************************* dealership being serviced. The dealership here says they are not inclined to cover repairs either due to the fact it was not their shop that worked on my vehicle. Suntrup refuses accountability and now I'm stuck with a car that is damaged through no fault of my own. Corporate says I can file a claim but that claim will not be settled until 2025 meaning even if I do win, I will have to come out of pocket for the cost of repairs today and I simply shouldn't have to.

  

  Business response

  03/06/2024

  
  
  
  
  
  
  
  It appears the vehicle has already gone to a Hyundai Dealership in ******* and there is a charge that the customer wants to be reimbursed for. Please send the repair order for consideration.

  ******* Silk

  Service Director 

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

  

  Business response

  03/06/2024

  To whom it may concern,
  Doing a Factory Software update should not affect the vehicle in any way described. If the update did cause an issue then Hyudai will be responsible for the repair. Any authorized Hyundai dealership in the country can take care of the issue. At this point we have no idea what is wrong with the vehicle and until we have that information, Suntrup cannot be held liable. The vehicle is a 2012.
  Thank you,

  ******* Silk 

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

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Suntrup Hyundai on January 4, 2021 and recently I took the car in on February 15, 2024 to have it checked due to a pinging noise I was hearing under the hood. The ****************** at Suntrup Hyundai told me that engine was bad and that it had a warranty of 8 Years or ****** Miles. I only have some ****** Miles on it, but there telling me I am a 5 Weeks over the 8 Years in order to have the engine replaced. I have had the car for a little over 3 years and put a little over ****** miles on this car and it is now useless to me. Its one thing if I had put ******* Miles on it, but to put just ****** miles on the car and to be only a few weeks over the warranty is not right. I called and talked to there Sales Manager about a week ago and was told he would get back to me, but he has yet to call me back. He is avoiding me. The Service Manager more or less did the same. I am not giving up on this. This is not the way you as a large car dealer does business. Hyundai was sued over there engine and if you do any search you will see what I am talking about. This is one reason why they have an extended warranty on there engines. If you can help, then please let me know. Thanks!*****************

  

  Business response

  03/04/2024

  *************,
  
  
  There is a warranty extension on your vehicle, however the extension is 8 years or ****** miles.

  This is a Federally mandated class action law suit. The vehicle must meet the criteria to be able to receive an engine.
  We have no say so in a Hyundai Corporation"s decision when a vehicle will be covered by a warranty extension.

  Every vehicle sold by the Suntrup **************** is given a FREE Lifetime Loyalty program for engines and transmission  coverage as long as you service you vehicle with Suntrup. 

  Our records indicate you have not return  to our location since purchasing the vehicle which voids that program.

  You also must have not know that you purchased (at sale) an extended warranty ( that you did not mention or provide  ) that could possibly  cover the issue you are now having with your vehicle.

  My recommendation is to schedule an appointment with us and we will contact your warranty company to try to get the repairs approved.
  Thank you,
  *****************
  Service Director

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

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

  
  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  They repaired my car and they did an excellent job. However, they didn&#**;t provide an itemized list of the charges. They also didn&#**;t note on the receipt that I did get didn&#**;t show the $300 downpayment that I made over the phone. When I called the dealership, they hung up on me. I haven&#**;t been able to get through to the cashier&#**;s department. I have left messages and they have never called back.

  

  Business response

  02/22/2024

  ********,

  As we discussed in our recent phone conversation, I have sent you the requested documented receipts.

  I apologize for any inconvenience this lack of communication has caused you.

  Thank you for letting us make this right.

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

   

  Customer response

  03/04/2024

  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

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My engine failed on a 2018 Hyundai Tucson. I was told extended warranty covers cost of replacement by the Engine Resolution Line. I took the vehicle to the dealership and they told me they would not honor the extended warranty. After disputing the cost, Hyundai told dealership they will do 60/40 after I disputed the first offer of 50/50. My car has 66,000 miles and I have oil change receipts to show regular maintenance of the vehicle. The car has also been to the dealership for any recalls from Hyundai They have had my car since July 19 and today is August 30 and they told me I had to take the offer or they would take their offer back stating it was a good will gesture on their behalf Furthermore they originally offered me a rental then said they didn’t have any available.

  

  Business response

  08/31/2023

  ****,

  Yes we are sorry . This is a long process.We must follow the guidlines extended from Hyundai Corporation(the manufacturer).We did advise you to accept Hyundai Corporations  Goodwill offer to split the cost with you.We have  your ( the customers) best interest in mind. Loaner vehicles are not part of the deal even if we had an available one.. Suntrup has no say in this negotiation process. We sincelely hope you get the resolution you desire,but we have no say in what the warranty covers.

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

  Service Manager 

  Suntrup Hyundai

   

  Customer response

  09/07/2023

  Complaint: ********
  
  I am rejecting this response because: on July 19 when I dropped my car off for service, I was told by your service manager that it would be 6-8 weeks before they could look at my car. I was not happy and the service manager told me that if my car was repaired there I could obtain a rental. He also told me that Hyundai has known about the engine failure and that it appeared the extended warranty would be honored as I had knock sensor replaced and according to the class action settlement I received in the mail. Today is September 7 and I still haven’t had my vehicle repaired. 
  
  
  
  Sincerely,
  
  **** *******

  

  Business response

  09/12/2023

  **** , 
  
   We are sorry this is such a long process you were told 6-8 weeks to even get the vehicle looked at. This is correct . However you were told if the engine gets approved we could see about getting you a rental .You were also informed that this is part of class action lawsuit and it looked like you should qualify however that decision is made by Hyundai Motor Company not Suntrup Hyundai . your vehicle would be further in the repair process but we went back and forth with  the offer from Hyundai Motor Company . We understand your frustration However it is not Suntrup Hyundais Decision to approve or deny these claims .  Again your vehicle did not have bearing failure this is the only coverage by the class action suit . Hyundai offered this to you as a goodwill gesture. We have has this samr conversation several time. We have nothing further to add.

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

  Suntrup Kia

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