Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 21, 2024 I contacted Fiesta Hyundai and talked to an employee named ***** ****** to request a car warranty cancellation form. She sent me this form through email, I completed it, then sent it back to her that day. She told me I could expect a check in the mail within 90 days. I emailed her a week later asking why I hadn’t received any sort of confirmation that shows proof of my cancellation and never received a response from her. I called her again five days after the email to let her know I moved and needed an address change on my form, she told me that she updated the address change and that I didn’t need a confirmation, that I just needed to wait the 90 days for the check. We are now at 110 days and I have called Fiesta Hyundai numerous times, left voicemails on every number I got transferred to, and I finally got a call two days ago from an employee telling me that my car warranty was never cancelled. He also told me that I would most likely have to fill out a new form with the current mileage. This means I’m getting less money back on the warranty I cancelled over three months ago and I have no way of knowing if the warranty will actually get cancelled this time around. I told him I would happily send proof of my email correspondence and I’m now waiting to hear back from him. This is an incredibly shady business practice with untrustworthy employees. I can’t express how disappointed I am, considering I purchased a vehicle that was $20K plus and they’re now treating me this way. I will be providing proof of the emails and date/time stamps of the phone calls. I am seeking a refund of the car warranty I cancelled back in August, but thats nothing compared to the amount of undue stress I have now endured over this matter.

  Customer response

  12/23/2024

  Good afternoon, 

  
  

  This company saw my complaint and refunded the money that they owed me. I never heard from them again, but did receive the money. 

  
  

  Thank you so much for all the you do and happy holidays! 

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2023 Hyundai Sonata. It has approximately 40,000 miles. The alternator went out in Santa Fe and the vehicle was towed to the dealer because of warranty issues. This was 7 weeks ago. As of 9-24-24, the vehicle hasn't even gone through diagnostics to confirm the issue is the alternator and warranty covered. I have placed a Google review and contacted the Hyundai complaint department several times and neither has resulted in a resolution. The update from their complaint department is that the vehicle is in line for diagnostics and they had no other information to provide. I am stuck waiting on this dealership because of warranty issues.

  Business response

  10/22/2024

   

  Service Department Staff visited with ***** ******** on his Sonata

  Business response

  10/23/2024

  Service Team at Fiesta Hyundai have been able to an in depth inspection on 2023 Hyundai Sonata on October 16th. Parts have been ordered and expecting them in soon. Service Team will continue to communicate with customer and stay in contact in regards to parts and completion of repair. Fiesta Hyundai has offer customer $50 off the parts and repair needed as a goodwill..

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My engine in my 2012 Hyundai Sonata went out. I called Fiesta Hyundai to find out if it was still covered under warranty. They told me that it should still be covered, but they would have to run diagnostics on it and send the results to Hyundai to get approval. They told me to drop it off and it would take about 2 weeks to run the diagnostics as they were a little behind being short of help. If Hyundai approved having the service work done, then they would give me a loaner vehicle and fix the car. They have had my vehicle since the beginning of April and have done nothing to the car yet. They have not run diagnostics or begun repairs. I called them about 5 weeks ago requesting a loaner car )since they told me originally that after they had the car 2 weeks and run the diagnostics, they would be able to either give me a loaner or let me know they couldn't fix it). They told me they would have a loaner the next week. No call. I (or my parents as I work nights and sleep days) have called twice a week for the next 5 weeks and each time they promise they will have one the next week. I have been without a vehicle for 14 weeks! Still no loaner. I have borrowed a relatives vehicle this entire time and have put quite a few miles on it, all while still making car payments on a vehicle I don't have. These people do NOT tell the truth. I need a loaner vehicle, maybe they would actually work on it if I had a loaner that was Fiesta's responsibility.

  Business response

  08/05/2022

  in the 3 month as the service manager we have NEVER told a customer that the vehicle would take 2 weeks to diagnose due to the large back log of vehicles in que for the same issue .we only having 1 technician that is certified to do so. even with that said **** ******* has bin in communication with us and we where trying to get him a rental but unless the customer is willing to pay the costs incurred for the rental vehicle if the claim is denied we will not be able to provide one unless the warranty prosses for the vehicle has come to completion and Hyundai motor America approves the use of a rental car. due to having incredible amounts of verbal harassment from the customer and both parents we are still trying to keep them informed when there is a change . we do understand that they are out a vehicle at this moment but we have never promised the customers services that we cannot guarantee or promise that the services needed would be covered threw HMA (Hyundai Motors America) because of the difficulty's accrued from them the prosses has bin expedited to the fullest extent that we can provide and even with that HMA may still decide to decline the replacement of the engine due to negligence of said vehicle. as we STAND we are still proceeding and HMA is aware of the conditions of the vehicle and is in proses at this moment currently HMA is requesting further testing and according to the lack of maintenance records for the vehicle HMA will have an extensive set of testing needed to be able to get a confirmation or a denial of the engine replacement at that point they are about 40% threw the Prosses if HMA approves the replacement a rental will be issued the parts needed will be ordered and on arrival of the motor the prosses to get it in will commence if the replacement is denied then all costs for the replacement will be on the owner and so would the cost of the rental OR they have the option to pick up there vehicle at any time ..  we have told them about the back log countless times and also explained that any Hyundai Dealer anywhere can Take care of this claim as well and could even possibly get them done sooner due to having more staffing available so they do have more options that just us   

  Customer response

  08/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  However, I did not lie about what the service personnel told my parents when they dropped the car off.  He said the diagnostic test would be done in 2 weeks, but the repair would take at least 2 months.  He also stated that the diagnostic test would be sent to Hyundai and if they accepted the repair, then we would be allowed a loaner car during the repair process.  I don't appreciate you calling my parent's liars. They took it in 4 months ago, so apparently you weren't the service manager at that time.  And my father is a mechanic, so the service on my vehicle after I purchased it, was not poor.  This is really how you treat your customers? 

   

  Regards,
  
  **** *******

• Initial Complaint

  05/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I helped my son who lives in Santa Fe purchase a car from this dealer during the covid "scamdemic" in 2020. The car broke down about two months ago and was taken to the dealer for repair. Since then the dealer through GMAC has been demanding double payment from my son while at the same time dragging their feet on repairing the car.I have tried on three occasions to call the company directly but have been greeted only by an answering service and a mailbox runaround.They are putting my son through severe hardship with the double payments and the lack of a car for work and other necessities. If this does not work I will take legal action through the district attorney to resolve this matter. I was forced to go through a car dealer because of restrictions then-otherwise I would NEVER buy a car through ANY dealeship-and this is proof why. on behalf of *** ****** **** ***** ***** *** **** Santa Fe NM 87505 ###-###-####

  Business response

  07/08/2022

  UNFORTUNATLY THIS DEALERSHIP DOES HAVE A BACK LOG REGUARDING THE EXTENDED WARRENTY ENGINE REPLACEMNETS AND HAD INFORMED THE CUSTOMOR THAT THE CAR WOULD BE PROSSESED WHEN WE GET THREW THE BACK LOG OF CARS AHEAD OF THEM . WE DO NOT CONTROL THE PAYMENT FREQUENCY NOR THE AMOUNT OR PAYMENT PERCENTAGE DUE TO NOT OFFERING IN HOUSE FINANACING.   **ALSO WE COULD NOT START ON THE DIAGNOSTIC PROCIDURE DUE TO THE VEHICLE BEING REPOSSESED BY THE LENDER AND THEY HAD TO TAKE THE VEHICLE DUE TO NON PAYMENT ** WE DO OFFER AN APPOLIGY DUE TO THE MISS COMUNICATION REGUARDING THE EXTENDED WAIT TIME . I FELT LIKE WE NEEDED TO EXPRESS IN MORE DETAIL THAT THE SIZE OF THE BACK LOG ON THE REPAIRS AHEAD OF HIM WHERE FAIRLY EXTENSIVE AND NEEDED TO WAIT AN EXTENDED PERIOD BEFOR WE CAN START THERE PROSSES AND THAT THEY HAD 14 VEHICLES AHEAD OF THEM ..THEY HAD ACCESS TO THERE VEHICLE AT ANY TIME AND COULD HAVE TAKEN IT TO ANY HYUNDAI THAT COULD HAVE POSSIBLY FINISHED THE VEHICLE SOONER IF NEEDED .IT IS UNFORTUNATE THAT THEY EXPERIANCED HARDSHIP BUT ONCE WE WHERE ABLE TO LOOK AT THE VEHICLE AND GET THE VEHICLE PRE APPROVED FOR A REPLACEMENT BY THAT TIME WE SHOULD OF HAD A LOANER CAR AVALIBLE TO THEM BUT ONLY ONCE THE DIAGNOSTIC WAS SUBMITTED AND THE PRE APPROVAL THREW HYUNDAI WAS APROVED TO GIVE THE CUSTOMOR A VEHICLE .BUT UNFORTUNATLY WE WHERE UNABLE TO GET TO THAT POINT

*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. ↩