Complaints

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dropped my vehicle off for warranty repair to my engine 11/14/2022. My extended warranty coverage was declined do to some metal shavings that were found in oil pan which I was informed that is covered under Hyundai. As of today 12/29/2022, Im still getting the back and forth run around and during all this time Im still not offered a loaner car or a rental while my car engine is apart. Im paying for rides to and from work while I still have to pay my car note and insurance while my car is still just sitting at their facility. The manager has been out ill a few days and now out vacation and the workers have to wait for him to return supposedly Monday January 2nd.

  

  Business response

  01/03/2023

  
  
  
  
  
  
  
  
  
  *** vehicle came into our service facility on 11/14/2022 with ******* miles. *** vehicle was going through an oil consumption test that is only covered under powertrain warranty until 100,000 miles. *** vehicle unfortunately failed that test. Since the test was going through an extended warranty company they requested that the engine oil pan be removed and inspected for metallic debris. Metallic debris was found and the extended warranty company denied the claim due to an engine extension the vehicle carries for rod bearing failure. Following manufacturer procedure a prior authorization claim has to be submitted to verify the vehicle meets the qualifications for the extension. If the prior authorization is approved it will provide directions for ordering parts and/or any other requests. If the prior approval is denied the manufacturer will give reasoning behind their decision. *** prior approval request with rental coverage is currently still in process at this time. A rental vehicle cannot be provided until the prior approval is approved by the manufacturer.

  ******* Silk

  Service Director

  Customer response

  01/04/2023

  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. As of 1/2/2023 the dealership contacted me with car rental and approval for my vehicle engine replacement through Hyundai. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received an email from the dealership titled "HIGH INTEREST ALERT", then stating their record show I have a high interest rate and 63 payments remaining and to contact them and they might be able to lower that interest rate. The gentlemen I originally financed my car from through the dealer told me to wait a year before attempting to refinance and someone from the dealership or another finance company would contact me about refinancing if I was eligible. I have been getting other offers in the mail and since it is a year out I was considering contacting them. When I received this email yesterday I contacted the dealer and she immediately starting talking about getting me into another car. I have gotten emails from this dealership about that as well but it was stated in the email. This email was bait and switch!! When I asked ****** ******* the sender of the email what about the refinancing she stated that she could only do that if I was interested in purchasing another car.

  

  Business response

  12/15/2022

  *****, I am sorry if you feel misled in any way.  We have marketing running that identifies opportunities for customers to upgrade their vehicle and lower interest rates but until we run credit and work out a deal, it's just an estimate.  We would never know what your credit has done since your purchase.  We do have some credit unions that we refer customers to that would refinance a loan for you.  If you would like me to try to help you out with that, I would be happy to do so. 
  Sincerely, 
  ***** *****
  Suntrup Automotive
  Sales Director
  ******************

  Customer response

  12/15/2022

  Complaint: ********
  I am rejecting this response because:
  They did not address that NO WHERE in this email does it mention that this would only happen if you were to purchase another vehicle from them. I have gotten other correspondence from the dealer that says just that, but do not want another car so I did not reply. This is bait and switch which I thought was considered a type of fraud. So I am sure other people will be pulled into this scam.
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My vehicle, VIN#*****************, that I brought in on 10/4/22 for a routine oil change was set on fire by their service team. After forcefully being made to sell them my car since they would not repair it themselves they listed my car for sale on their website with the description "clean vehicle history" and "certified pre-owned." The ********* report they included stated it was "incident free." They are advertising misleading and false information for their own profit.

  

  Business response

  12/14/2022

  
  I make this post to present Suntrup’s version of the events described in ******* post. 
  ***** did indeed bring her vehicle into our service department for repairs.  While her vehicle was raised in the air for service, some brake fluid caught fire on the ground.  Some smoke went underneath ******* vehicle which you can see in the picture.  The smoke residue was easily wiped off the vehicle but before we did remove the residue, we showed the issue to ***** to make her aware of what happened.  Once we wiped off the smoke residue we could see that the plastic on the bumper had been heated and a small section had melted.  At no point did anyone at the service department try to cover anything up.  Instead we immediately informed ***** that an incident had occurred.
  After the incident, Suntrup also had two master techs evaluate the vehicle to determine the extent of any damage.  While ******* posts suggest that  the vehicle was engulfed in flames, this is simply not accurate.  If the vehicle had been engulfed in flames, the paper placed under the vehicle would have burned as well.  After the incident, however, the paper remained unburned and intact.  Despite the opinions of Suntrup’s master techs, ***** wanted to get a second opinion regarding the extent of damage and weigh her options, which we had no problem with.    
  We immediately provided a loaner vehicle to drive while she considered her options.   
  After ***** thought about  her options, she spoke with her original Suntrup client advisor and  told him  that she really always wanted the higher trim level Palisade.  She said she would like to go the route of trading the vehicle in and getting the higher trim level she wanted.  Suntrup was open to her request  and let her know we would pay her over book value for her current vehicle as if it had no damage.  We found an incoming 2023 Palisade with the upgraded options, and offered her a great deal on the new vehicle.  We also informed her that these vehicles are selling before they even show  up at the dealership and requested that she let us know within a few days if she would like to go that route.  The proposal that Suntrup made to ***** essentially would result in her driving her current vehicle for the past two years for the cost of $127 per month calculated by taking what she paid minus the value given.  In short, this was a very favorable proposal by Suntrup for *****, as we obviously wanted to satisfy her as a customer.  *****, however, rejected Suntrup’s proposal and essentially demanded that Suntrup put her in a new vehicle with an MSRP $8,100 higher price above the value of her existing vehicle.  ******* demand was simply not reasonable. ***** then kept making additional demands, so Suntrup let her know that we felt she was trying to take advantage of the situation by demanding a vehicle two years newer and with zero miles for the same cost as her current vehicle with 27,000 miles. If ***** had simply picked out a 2023 model similar to her vehicle, the cost to upgrade to the new vehicle would have been minimal to *****. 
  Once ***** declined our offer on buying a new vehicle we presented her even more options.
  She took the vehicle to another shop which apparently claimed that everything underneath the vehicle should be replaced just to be sure.  Despite the fact Suntrup considered this proposal unnecessary, we agreed to pay the repair shop selected by ***** to make the repairs that they advised. We assumed that this would resolve the issue for *****, but she informed us instead that  she wanted to weigh her options on how she wanted to proceed.   
   We offered to repair her vehicle and offered ***** compensation for the inconvenience to be used towards a rental vehicle. 
  We offered that she could take the vehicle to the shop that provided her a repair quote and we would pay the entire repair bill and pay some additional compensation for a rental car while the repairs were made.  
  We offered to buy her vehicle from her at a price that was only $3100 less that what  she paid two years prior, which would be a price far above market value for her car in an undamaged condition.  
  ***** ultimately chose for  Suntrup to buy her vehicle, which we did.  ***** chose to buy another vehicle from another dealer which is her choice.  We had no problem with that, as we wanted to amicably resolve ******* issues.  This decision process went on for over a month and we paid for a rental car for ***** the entire time, which cost thousands of dollars.  ***** let us know that she had to wait for a vehicle to come in at the other dealer and wanted a rental car the entire time she had to wait for a vehicle.  I believe the other dealer did not give a correct timeline of delivery of her new vehicle.  Suntrup agreed to give ***** a rental car for another 17 days and simply asked in return that ***** stop posting inaccurate information about the incident and Suntrup’s response on the internet.  We firmly believe we fairly and appropriately attempted to rectify the situation with ******* vehicle.  *****, however, let us know that she would rather continue to make online posts attacking Suntrup rather than agree to Suntrup’s proposal to provide a rental car for ***** to drive in return for a friendly resolution to the issue. Suntrup did not feel that it would be reasonable for Suntrup to incur costs far beyond the repair of ******* vehicle and yet have ***** continue to post inaccurate and inflammatory posts online concerning Suntrup and its employees.  
  Such personal attacks and posts included that Suntrup employees should be hit by a car, which is simply inappropriate especially this time of year.  Social media and on-line posting obviously  does not always bring out the best in people.  Servicing and selling vehicles can be a very emotional business. Owners are attached to their vehicles and sometimes, we unfortunately must be the bearer of bad news. Other times we do not provide the level of service that customers expect or we expect and do not live up to your expectations, but we always try to improve and better serve our customers.  We are not perfect, nor is any business.  We appreciate the St Louis area and we are happy to be a part of it.  We apologize if we have not lived up to any customer’s expectations in the past, and hope we get a chance another time to do better.  We hope you bear in mind Suntrup’s side of the incident as you review the online posts concerning this incident.

  ***** *****

  Sales Director

  Suntrup Automotive Group

  
  

  

  Business response

  12/14/2022

  The car is not on the lot for sale, as soon as we purchase the vehicle we do sell but the car is currently not on the lot to sale.

  Customer response

  12/14/2022

  Complaint: ********
  
  I am rejecting this response because:

  
  You took it off the lot when I made it public to warn others of your deceptive practices. You will wholesale it to another unsuspecting dealer who will then sell it to an unknowing family. There needs to be a disclosure of the incident to whomever this vehicle gets sold to. Your listing did not mention anything before you took it down. I had to contact ******, *********, and make a public post to get you to remove it.
  
  
  Sincerely,
  
  ***** ****

  

  Business response

  12/16/2022

  We are in current dispute with false statements on social media. We resolved this to the best of our abilities and now this customer is making attempts to discredit us at  every move.

  This is a buisness legal matter that can not be resolved via the better buisness bureau. I tried reaching out to the BBB  about the unprecidented  circumstance ,but you felt it should not be removed.

  There is no further comment from us on the litigation.

  Customer response

  12/22/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  Nothing I have said has been false, unlike the many stories Suntrup has tried to tell. The extent to which Suntrup has done/said anything to diminish what they have put me and my family through just goes to show what kind of business they operate there. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my car in over a month ago for a recall on my brake light switch, came back to my car having numerous problems. Problems that my brand new car has never had before. Not only was my air filter missing when I got it back. But my car would not accelerate, there was a knocking from my AC unit, and my brakes were EXTRA sensitive. Called and called for week on end and radio silence. Finally was able to get an appointment for an OIL CHANGE, just to get in to the service so they can fix what they did. I got a call earlier this morning saying my CATALYTIC CONVERTER CLOGGED and my BRAKES AND ROTORS are bad. I have never had a problem with this car, but FIVE MINUTES as soon as I pick it up the first time, there’s problems? I didn’t even drive it off the lot before I realized it was different. Called my personal mechanic, and he even said something was fishy. They are taking no responsibility and now I have to come out of pocket about 3k which I don’t have. Emailed multiple times after being instructed to and no response. Also have reason to believe I am blocked.

  

  Business response

  11/11/2022

  ******** This vehicle is a 2012 Sonata with 133900 miles on it.

  It is the first time the vehicle has been to Suntrup since 2014, and the first time you have ever brought it here. The only concern at that time was that the brake lights are not turning off.

  When the vehicle was looked at we found a hole in the rubber brake light stopper and someone had put a paper shim in the hole to compensate for the issue.

  This is an inexpensive device that goes by the brake pedal.

  That is all we did to the vehicle.

  Although we have empathy for your current  issues with your vehicle, the accusation that we somehow clogged up your catalytic converter and caused you to need brakes is simply not true.

  Your previous technician could have easily and inexpensivley replaced the brake stopper.

  We completly understand if you would like to have your regular mechanic work on the vehicle going forward.

  Service Director Suntrup Automotive  ****** ****

  
  

  

  Business response

  11/11/2022

   I have nothing further to add. We did not cause any harm to your vehicle. Have you possibly checked with whom ever serviced your vehicle regularly?

  We do not service your vehicle. We only had it for the one repair. Which could not cause any of the accusations you are making.

   

  Customer response

  11/11/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  This is not acceptable. My car was not like this when I left it that morning. Then all of the sudden, before I leave the dealership lot everything goes wrong. It wasn’t found until the second time it was found. You are wrong and I will be contacting the attorney general. 
  
  Sincerely,
  
  ******* *************

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my car towed by AAA to Suntrup Hyundai on Sunday, August 28th, 2022 for an appointment for diagnostics on Monday, August 29th, 2022. I received a quote for the work on Tuesday, August 30th, 2022. I took a few days to review and compare with a receipt of recent work I had done in June to ensure I wasn't doing any repeat work. For the last **** days (as of Tuesday, September 13th, 2022) I have been attempting to contact both my initial service advisor and the general service department line, leaving messages and sending texts. My dad has also called several times over this time frame. Neither of us has gotten any response whatsoever from the dealership to discuss accepting the labor or ask about specific line-item recommendations. I have no other way of getting around and will be moving to a city in which I will not need a car in two weeks. I am planning on selling the vehicle. I have been without a car for over two weeks with no end in sight. The dealership has not communicated anything with me on accepting services or paying for a rental car while the work is done.

  Customer response

  09/14/2022

  The business has responsed to the above complaint filed, this can be closed.
  

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a car a year ago and still have not received the title from them. I call them all the time, and I have even stopped by a couple of times. They don't answer the calls or return calls, and when I am on the location they act like they are too busy to help me, or tell me the person I need isn't there.

  

  Business response

  08/30/2022

  *******,
  We are sorry that you have had to reach out so many times. 

  We mailed the paperwork to you on 01/04/2021.

  I'm not sure what happened with the paperwork. 

  We again applied for a duplicate title for you once you alerted us that you did not receive it. 

  We do not know where the breakdown happened after that, the state is very behind on titles.

  I know you are coming back in tomorrow to sign the necessary paperwork to get  another duplicate ordered and we will make sure that we follow it through this time.  

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/5/2022, I had a complete vehicle inspection performed on a used **** ******* ******* I was considering purchasing from another dealership nearby. I was told by ****, the Hyundai service advisor, that the only concerns with the vehicle were that it needed an air filter and had about 50% brake life left. The day after purchasing the vehicle, I discovered that it made a high pitched squeal when first driven after it sat for a few hours. I called and left **** a message about this on or about 8/9/2022, but I did not receive a call back. I took the car to my local ********* on 8/17/2022 to look into the noise, and it needed two new belts (AC and alternator), the battery failed inspection and needed replaced (and was apparently the wrong size), and it is due for spark plugs and a fuel system cleaning (recommended maintenance) based on its mileage. This totals over $900 worth of work that was never mentioned to me by the Hyundai service advisor, and it would have made me reconsider purchasing this vehicle. I emailed the Hyundai dealership about this via their website on 8/17/2022, but got no response. I am exceptionally disappointed that a Hyundai dealer did not properly inspect and diagnose issues with a Hyundai vehicle (also that they did not inform me of the recommended maintenance that was due so I was fully aware of the costs involved with purchasing the vehicle). I want a full refund of my inspection fee and 50% reimbursement for the belt and battery replacement I had done (the dealership from which I purchased the vehicle has agreed to reimburse me for half of the repair work). I would ask for a discount on the recommended maintenance, but I do not want this dealership handling my vehicle again. I've attached receipts for the belt and battery replacement. The Hyundai dealership should have a record of the cost of the inspection ($128).

  

  Business response

  08/29/2022

  *******,

  First of all, We are sorry for your concern. It must be frustrating for you. I checked the multi point inspection.

  We did check the belts and the battery.They checked ok and in our history the belts were replaced under 11,000 miles ago by the previous customer.

  There were no specific concerns you were having at the time it was brought in. The multi point inpection was performed and that is all you paid for here so we are not agreeing to refund that charge.

  We can not speak for ********* on why they replaced the items ,but the service manager is standing behind the technitions here. They would have no reason not to tell you if work needed to be preformed.

  Any further questions do not hesitate to reachout.

  ******* ****

   

  Customer response

  08/30/2022

  Complaint: ********
  
  I am rejecting this response because:

  The attached document clearly shows that ********* found the belts and battery to be faulty mere days after Hyundai completed the inspection. If a general mechanic found these issues on a Hyundai vehicle, then a Hyundai service technician certainly should have. The belt issue caused a squealing noise, and the battery was too small for the vehicle and wasn't holding a full charge. I would have reconsidered purchasing this vehicle had this service department done its job properly.
  
  I expect nothing less than a full refund of the inspection charge and reimbursement for half of the completed repairs. I have filed a complaint with Hyundai Corporate, as well as the ******** ******** *******'s office, and I am fully prepared to share my experience with this dealership on social media and review websites.
  
  Sincerely,
  
  ******* ******

  

  Business response

  09/01/2022

  I will repeat myself for this rejection.

  The customer paid for a Multi point check. We preformed that check.

  The belts as well as the battery passed the multipoint check . I can not answer to why ********* replace these parts.

  We have nothing further to add. The previous owner had the vehicle serviced here. These belts were replace 2/9/2021 with 106,187 miles.

  My advise would be to ask ********* why they were replaced the belts, maybe they just need to be tightened. There was no complaint of squeacking when she brought it here.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am currently in dispute with both Hyundai corporation and Hyundai dealership over an engine recall for my car. I submitted a letter of appeal to Hyundai corporation on 4/16/2022 and they have 30 days to respond (by 5/16/2022) in compliance with the terms of their extended warranty. My car is currently at Hyundai dealership. Yesterday, Hyundai dealership contacted me that I have one day to pay my balance and remove my car, or else it will be removed by them. Attached we have a letter further detailing the current situation, the appeal letter, the extended warranty from Hyundai, and the results of the engine check by Hyundai. Suntrup Hyundai warranted through their actions that they would house my car until this dispute was resolved and they are suddenly changing this at great inconvenience to me.

  

  Business response

  05/05/2022

  We are sorry that Hyundai has declined your needed repair.

  
  We understand that you are now in dispute with Hyundai over this decision.

  
  We diagnosed the vehicle, the time and labor we have in it is all we are asking you to pay.

  We have patiently waited for this outcome.

  The vehicle has been here since February.

  
  We are under construction and we do not have the space to continue to house your vehicle. We can not guarantee its safety.

  
  We need the bill paid for and the vehicle removed from the lot.

  
  Should Hyundai change their mind and you would like to bring it back and have the work done here we will take care of getting it back here.

  
  That is all we can offer at this time.

  
  We trully hope all works out for you,but as we explained, we need the vehicle removed.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My vehicle (2014 Hyundai Santa Fe Sport) was towed to Suntrup Hyundai on 4/4/22 after the car stopped on the highway. After being checked by another dealership, they shared that there were recalls on my vehicle as it relates to the engine. I made an appointment with Suntrup for 4/8/22 and it was towed to their location. I received a message on 4/5/22 stating their engine department was backed up and it would "take up to 2 weeks before [they] get engine inspection and recalls done." Between that date and 4/14/22, there weren't any updates. So, I reached out to see what the progress was on my car. ***, "my advisor" on this matter, replied back and said there were 5 cars ahead of me. When I asked about transportation accommodations from the dealership until my vehicle was seen and fixed, I was told that I would not be approved for a rental vehicle until my car was approved for the repairs. So, I waited until the two week period to reach out again regarding this matter. First, I used the text message thread which had been my primary source of communication with ***. There was no response. So, I called the dealership and the person I spoke to stated that it would take another week for my car to be looked at. Later, I get a message from *** stating that they've been "very very busy lately" and that he will check on it and let me know. I responded to his message explaining to him the extreme inconvenience this has caused as it relates to my professional and personal life. It has hindered my ability to take on job opportunities due to my lack of transportation and even preventing me from going to my doctors appointments. There was no response. After message him on 4/20/22, I was told there were now 4 cars ahead of me which means only one car was seen within the past week. This has been a physically, mentally and emotionally tolling experience and the only thing I've needed to make it less taxing is a vehicle which they're reluctant to provide.

  

  Business response

  04/20/2022

  I am very sorry for your inconveince.

  Yes these times have been unprecedented. We are short of employees. Manufactures are short of parts . Everything takes much longer.

  That being said.

  We are following manufacture waranty rules.

   The vehicle has beed rejected by Hyundai corporation for and engine replacement.

  There were some other items including a recall that must have been performed  in order to qualify for engine replacement.

  You are a first time customer here,not sure where any of your service has been done. There is nothing we can do about that here.

  Last conversation is that you were to retrieve the vehicle from the store.

  If you would to take issue with hyundai corporation the phone # is **************.  Thanks in advance.

  Customer response

  04/21/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  I have received this message and spoken to ******** who is the Executive Assistant with Suntrup Automotive Group regarding this issue. While she has displayed some understanding of how frustrating and inconvenient this matter is, the actual team at the Suntrup Hyundai location has displayed brazen disrespect and disregard for the circumstances that this matter has put me in. So, this has moved beyond a matter of getting my car repaired and back in driving condition but instead it has taken on more of a mental and emotional toll that no one should ever have to deal with after being placed in a dangerous, life-threatening situation due to vehicles they supposedly stand behind.

  I have submitted messages from our exchange to show the delayed responses and the extended ***e it took to review my vehicle. I've also submitted a screenshot of the voicemail transcript sent to me this morning threatening to have my car impounded at my expensive because the car was not towed in a timeframe that was never mentioned to me. in addition, the voicemail messages states an attempt to call me when there has been one attempt made and that was with the resulting voicemail. From the start of my encounters with Suntrup Hyundai, we have communicated via text message because as stated in the initial message, this is the best way to stay in contact with the advisor on this matter, *** ********.

  So, this is not resolved because it appears (as was discussed with ********) that by filing a complaint regarding this matter, they have taken it upon themselves to threaten my livelihood by enforcing financial harm to by not just fixing my vehicle (which is need for work) but also by impounding my car.

  Let me also add that my car was already scheduled to be towed before this voicemail and text message was sent to me. However, conveniently enough, the tow truck was unable to tow the car because apparently there is construction going on at the dealership unbeknownst to me and they were unable to tow the car because their lot is too cluttered and full.

  Unfortunately, ******** has been the only person of reason and empathy throughout this ordeal and she is not of the immediate team. With that said, there is no resolution beyond this point that BBB can facilitate. This is a matter beyond their scope and I will take it to a higher authority.

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

• Initial Complaint

  02/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I sold a vehicle to Suntrup on 12/30/2021 that I had financed through another institution. Per our contract, Suntrup was to pay off my loan on the vehicle I sold to them. Suntrup has been in posession of my vehicle, and as of 2/16/2022, they still have not paid off the loan. I have contacted them multiple times over the issue, and no one ever returns my call or resolves the issue.

  

  Business response

  02/16/2022

  *******,

  We spoke today about this complaint. Again, I am sorry for the lack of communication and the delay of your payoff.

  There were more circumstances to the information in your complaint so I am glad I called.

  The payoff was done electronically this morning.

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

  I hope this will resolve this matter but if you need anything please do not hesitate to call me.

  ********

*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. ↩