Complaints

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  July 30, 2024 Hyundai of Hickory Hollow is refusing to send a check for the Warranty Cancellation refund on my 2019 **** Ecosport which was totaled on June 1, 2024. ************ who financed it, sent a request to them on June 11, 2024 and suggested that I contact them to accelerate the process. On June 13, 2024 I went into their office and their finance manager, ***************************, completed the paperwork which I signed and was given a copy. (We also bought another car while we were there.) **************** said it would be processed by the end of June. It was not completed so I called them on July 9 and I tried to contact someone at the dealership to complete it and was told no one was available to speak with me. I tried again on July 10 and was told that *************************** was on vacation and would return the following Monday. On Wednesday, July 11, I sent a text message to their General Manager, ***, and told him the paperwork had been completed and we just needed a check sent to ************ I attached a copy of the Warranty Cancellation Order to the text message. I never heard back from him nor was a check submitted. On Monday, July 17, I called and left word for **************** to call me. He returned my call on Tuesday, July 18. He said the person who handled the cancellation of warranties was running behind and that is why it had not been completed. I expected that he would see that it was done but it still has not been completed as of today. I keep getting requests from *********** and from Premier, the gap insurance company, for this to be completed so they can finish the cancellation of my loan, as they are not having success with their requests to Hyundai.I would appreciate any assistance you can offer in this matter.Thanks,*********************** ************

  Customer response

  08/09/2024

  I have not heard from Hyundai of Hickory Hollow nor has the Warranty Cancellation payment been sent to ***********.  I continue to receive messages from *********** and from GAPProcessing asking for the payment on the warranty to be completed so they can make the Gap payment and finalize and close the loan.  *********** said they have continued to try to get the warranty cancellation payment but are also unsuccessful.  In the meantime, it is costing me more as I am having to continue to make payments on a car that was totaled more than two months ago.  I appreciate your assistance and would like to know if I have other options available to me.

  Thank you,

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

  Customer response

  08/12/2024

  The temporary tag expired today on the new car we purchased from Hyundai of Hickory Hollow so I contacted ***************************.  I reminded him that I still had not received credit for the cancellation of the warranty of my **** Ecosport.  He told me to come by the dealership and pick up a new temporary tag and that he would check on the warranty.  When I arrived he said they had found the paperwork for the cancellation of the warranty and that the clerk said she would send the check out overnight by *****.  I will update you when I have further information.

  Thanks,

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

• Initial Complaint

  01/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  we brought our car in for service, and we had a minor snowstorm. the part was to be delivered. and installed by Friday 01/12/2024 we have called and texted them and have not received a call back its now. 01/18/2024 I looked up online how hard or long it takes to install the part. it only takes 5 minutes to do. just need an explanation as to why they've had my car for 8 days now with no call back or text. and this is covered under warranty.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  i have been trying to get my refund since June 2022 and its july 2023 call get to sent to diffent voice mails leave a message and they never call back or if do get some one they tell me that they will review and call me never happen i have had ****** to tell me that my claim was with *********************** he sent him a email saying dont be mad i i dont want to take the call i have emailed *********************** a number of time in the last weeks and he had done nothing but lied to me according to ****** this is happening alot with there employees i also have a extended warranty i am so tried beginning for my money that ai am owed i sent them ever thing they ask for and ****** said he dose not know why this has not been proceed all paper work they have is correct.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a $10,000.00 used car through a manufacturers dealership ********* Hyundai for my daughter in college to take advantage of a thorough inspection/repairs to avoid issues common to non dealership lots/private sales. Through text messages and emails attached I was told the car received a thorough 156 point inspection and that after the repairs were made it would quote "make it really good and reliable" and "make sure it is good and reliable". I was also informed through email that it was quote "a recent trade in and that it was very well taken care of so I know it will not need much in repairs after the inspection". After the inspection the dealership replaced a catalytic converter, 02 sensor, valve cover, brakes, rotors, oil, filter and wipers. When we picked up the car it did not display and engine codes. After driving the car less than 2 days the engine light came on and the car overheated on the 3rd day. My daughter is in college in ********* and took the car to the Chevrolet dealership. They replaced the thermostat/housing for $750.00 and also informed me that an after market catalytic converter was installed and due to it not being OEM would continue to register and engine warning light code PO420 and if required not pass a smog test. The cost to replace the catalytic converter is roughly $3000. See attached. Within a week the car continued to overheat and was returned to the ********* dealership and another $1250.00 was spent on a water pump and overflow tank. I requested financial reimbursement from ********* Hyundai on the non OEM catalytic converter and was basically told they do not have to use OEM parts and the car was sold "AS IS". At this point I have spent $2000 on repairs and will need to spend an additional $3000 for a total of $5000 so far on a $10,000 dollar car. To me I believe this is a case of fraud since they knowingly replaced the catalytic converter with a less expensive and faulty product and are unwilling to correct the situation.

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I recently visited Hyundai dealership to see why my car was making a noise. They did the diagnostics and had came back that I needed all this work done $1,900 worth of work. I told them to go ahead and do the work. They also suggested brakes may be causing the noise. When I picked up my car the noise was still there. I left my car with them for over a week and they said they didn't hear the noise. I asked them to drive it. They told me they drove the car but the mileage was still the same when I dropped it off. I asked did the brakes get repaired they said no I didn't need brakes like they said before. They didn't really know what was wrong with my car and they got my money.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 31st, 2022, I signed a contract to purchase a 2022 Hyundai Venue with approximately 12 miles on it. August 4th, the car stalled while I was starting it that evening. After about 10 minutes, it cranked and I went home. The morning of August 5th, the car repeated this issue so I took it in. After a weekend, the dealership/service center could not replicate this issue and claimed they had checked connections and all should be well moving forward. Approximately 2 weeks later, the same issue occurred and I took it back in to the shop, where it stayed for a complete month. They called me and said my keys had been reprogrammed and I was good to come pick up the car. Another week passed and the same issue occurs. I took the car back and asked about the possibility of a buy back. They kept the car another month trying to replicate the problem and only got it to malfunction once but it did not throw an error code- so they could not diagnose. I was then asked to pick it up on October 28th. On October 31st, the car shuts off mid turn while I am driving home. It was low on gas, however not at all empty. When it shut off, I lost control of the car, hit another car, and ran into a stone pillar on ***********************. After exchanging information for the crash, I drove home (which was right up the hill) and had a major panic attack. I drove the car the next day, very slowly and cautiously, to the dealership for review. (The trip home and to the dealership were on the same tank of gas. I note this because one tech said I starved the engine of gas, and this is not possible if the car continued to be driven.) I then drove a loaner until February 10th while Hyundai **************** was supposed to assess and come up with a resolution. In January I consulted a lawyer and filed a demand letter that was ignored and not responded to. On February 9th they claimed they could no longer speak with me and needed the loaner back for legal purposes. I returned in on the 11th.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My 2014 Hyundai******** had an engine replacement. The tech failed to properly seat a vacuum line. It came off causing a loss of power. I called the dealership they stated I had to arrange the tow which I did. Their negligence caused the issue, I mitigated my damages by not operating the vehicle to prevent further damage. I was out of pocket a tow bill which they owe as the vehicle failed due to their negligence. I have attempted many times to get this reimbursement from the service manager, to which he has failed to respond each and every time.

  Business response

  07/18/2022

  Business Response /* (1000, 5, 2022/07/18) */ *****, as you spoke to **** on the phone today. You are brining your vehicle in on Monday to have something done to it. You were to speak to the service manager directly to get everything taken care of. Consumer Response /* (3000, 7, 2022/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have had months to reimburse for the tow bill, most recently since May 24th when I had a face to face discussion with the service manager. Talking to him gets 0 resolution. I want reimbursed now. I have waited since March 15th, that was my first request for reimbursement. He has had adequate time to address this matter and has refused. Business Response /* (4000, 9, 2022/07/19) */ Please provide copy of tow bill for consideration on reimbursement. Business Response /* (1000, 22, 2022/08/05) */ We have fulfilled the guests request for reimbursement. Guest states that this issue is now resolved.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a vehicle and within days of driving (hardly 200 miles) the vehicle developed a bubble on the front right tire which will now need to be replaced immediately.

  Business response

  04/12/2022

  Business Response /* (1000, 5, 2022/04/11) */ Mr. ***** in fact has own this vehicle for 2 1/2 weeks. When we sold him the vehicle it did not have a bubble in the tire. There are many things that could happen in 200 miles and 2 1/2 weeks. he could have hit a pothole, curb, really anything that could bubble a tire up. Mr. ***** also bought as AS IS vehicle with all necessary paperwork. Have a wonderful Day!!!!

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ShaDonta *******. I am writing a complaint about Downtown Hyundai because I have not been able to receive the very best service. It started when I made a scheduled drop off for February 23, 2022. I arrived at Hyundai for a Oil Consumption Test; however, this test could not be completed because I had already gotten an oil change done with *****. I was informed by the ***** in Hermitage, TN that there was a recall on my engine. Therefore, this was the start of the stress and use of expenses came with the car. Now, fast forward back to the 23rd, I ended up actually ended up letting them keep the vehicle to do a check engine test. The check engine test was free because after it was all said and done, it was confirmed once again that my car needed a new engine. I asked about getting a loaner car as well and was told that there may be a wait. Me trying to be patient and understanding, I waited and was later informed that I should be able to receive one 3 weeks after Hyundai had already had my car. Its now 4/7/2022 and now I am not eligible to get a loaner car since I am not 25yrs old and that my vehicle would be ready 4/11/2022. I have lost a job, source of transportation, am now seeking to get counselling because how much stress the situation has put on me. I have had to find multiple ways to get back and forth to work. Not to mention, the amount of times I have called Hyundai and have not gotten an answer is absurd. I also was never informed about what was going on with the Hyundai's until I took to get my oil change at *****. Overall, I have had a terrible experience with Hyundai overall. The best help I have had is with Glenn ********.

  Business response

  04/12/2022

  Business Response /* (1000, 5, 2022/04/11) */ Ms.******** is correct that having the oil changed recently cannot start an oil consumption test because someone at ***** told her the vehicle has a recall on it. Ms.******** is also correct is saying that we cannot provide a loaner vehicle for anyone under 25 years of age as our insurance will not cover her on the vehicle. Ms.******** is in an unfortunate situation where she has a vehicle that is getting a free motor put into it at no charge to her but can't get a loaner because of insurance reasons. We have moved her vehicle to front of line to help the situation to get it back to her quicker. We have other vehicles here needed services that we have put to side to help her in her situation and put her vehicle ahead of them. If Ms.******** is looking for any compensation she can call Hyundai customer service at **************. Her vehicle was completed as stated and was picked up by her on 4/11/22. Have a wonderful Day!!!!!

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 15, 2021 I dropped my car off at the dealership because of an issue that my engine was having. Numerous times I reached out to the dealership to get updates on the progress of my vehicle none was provide and I rarely if ever received a call back. When they did finally answer I was told was that we are waiting on the turbo to be delivered to installed in your vehicle. They told me we already have your engine but we're waiting on the turbo. Nine months later I was contacted and advised that my car was ready to be picked up. When I went to the dealership to pick it up my car was absolutely dirty my paint has faded on my car there was a magnet lodged under the hood of my car and all I was told was that Hyundai Corporate stated that it is OK to clean the turbo instead of waiting for a new one. When I ask for proof of this the service manager brought down the phone number to Hyundai Corporate and told me to call them. The treatment that I received the lack of communication that I got is appalling and the fact that they gave me my car back extremely dirty is absolutely ridiculous!

  Business response

  03/07/2022

  Business Response /* (1000, 5, 2022/03/03) */ As explained to Mr. ******** Hyundai just come out with a campaign for us to finalize some vehicles with cleaning the turbo's. The Turbo's for Hyundai are still on backorder and we can not get any of them and will not for months. This fix come from Hyundai roughly a month ago. Mr. ******** did not want to except this as he stood in the service drive swearing and cussing at us that Hyundai did not replace his turbo. We tried to tell him his vehicle needed to be washed yet and he refused and said give me my f-ing keys NOW. We have also reached out to Mr. ******** on social media stating that we would clean his vehicle according to one of his posts about us. He refused again with continuing to bad mouth us as a dealer when this all comes down to Hyundai and the world pandemic that we can't get parts for vehicles. I have also attached a copy showing that cleaning of the turbo's was released at the end of January of this year. Mr. ********s vehicle fell within those guidelines so we were able to complete his as other vehicles are still sitting that we can not complete. We have also said we would clean his vehicle in person as well as in writing and he refused both times. We wish Mr. ******** a good day at this point. Thank you and have a wonderful day!!!! Consumer Response /* (3000, 7, 2022/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) First and foremost they never offered to clean my car when I picked it up. Secondly I did not scream at them and tell them to give me my effing keys. That is a lie. They have never consistently kept in contact with me. Nor did they provide me any information about cleaning the turbo in my car when I ask for the day that I picked up my car in the Horrible manner in which it was received. If you were going to give me my car back at that time you should've had my car cleaned and ready at the time of pick up not having me to waste my time to come back to your dealership. So yes you are badmouth because you guys have done absolutely nothing for me but cost me more financial issues stress and problems. So no I do not except they're wanting to wash my car after the fact. Business Response /* (4000, 9, 2022/03/03) */ As we explained to Mr. ******** this was a Hyundai issue not a dealership issue. I have provided the update document that just come out for the fix and his vehicle feel into the category to do what was instructed to us by Hyundai. We have tried to rectify by apologizing and offering to detail vehicle as we agreed that it should have been done and He has refused. Now we have said it to BBB and still have refused. We thank you but at this point there is no further discussion that needs to be had. Hyundai's Customer service number is 1-800-633-5151. They may be able to further assist Mr. ********. Thank you and have a great day.

*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. ↩