Complaints

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our vehicle on 8/28/2024. The dealership said we had to accept this Tire/wheel warranty, but after 30 days we could cancel it and get a full refund. I read through the warranty paperwork and it stated that so thought no big deal. I will just cancel it. On 9/27/24 I went into the dealership and filled out their form to cancel it. On 10/16 I called them to ask about the status. I was on hold for 45 minutes they never answered so I hung up. On 10/24 I went into the dealership in person to inquire about the status. ****** said he would email their accounting department and follow up with me when he got an answer from them. No response. I have called numerous time to inquire and always on hold for a very long time with no one answering. I finally was able to talk to ******** on 11/15. He said he would email accounting and let me know what they say. No response. On 11/21/24 I called the warranty company and ******* said the warranty is still active and the dealership hasn't contacted them.

  Business response

  11/22/2024

  First of all, thank you for bringing this to our attention. ****** has reached out to collect all the necessary information to process the cancelation. We will make sure this gets processed asap! 

  I'm sorry you had to jump through hoops to get this done, this is not the experience we want our customers to have. We will stay on top of it and make sure it gets processed as soon as possible. 

• Initial Complaint

  08/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took my car in for engine replacement due to the recall. All's well until i get the car back and notice how messy and bad it was due to the technicians being in there. I called the dealership, spoke to the advisor i had been working with since the beginning. She said she could rectify the situation by getting me a detail for the car. I went ahead with it on the same day and showed up to the dealership. I was greeted by a gentleman that said "Oh you're back again," then by the advisor yelling at me across the dealership. We go into the portable to get things going and to get me a lyft home. All is fine until her "higherup" came up to talk to me about " having mutual respect" and for me to thank his employee for going above and beyond for me. All in all calling me ungrateful for the fact that they're providing me a detail free of charge. I let him know that it shouldn't have been messy like that to begin with and that it was offered to me, i did not seek it. He went on to talk and to berate me infront of his boss and employees. I felt very cornered and felt threatened by the way he talked to me. I stated plenty of times that i did not wish to talk, i just want to rectify the situation and go on my way. His boss, the "Fixed Operations Director" stepped in afterwards to talk and he did and said the same things. I did not wish to speak with him and i made it abundantly clear that i wanted to leave. They kept pressuring me to leave my car to rectify the situation but i did not feel safe or comfortable to leave it there after how rude, disrespectful and awful they were towards me.

  Business response

  08/27/2024

  We have left multiple massages for ************** and have been unable to reach him to resolve the issue. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i purchased a 2023 Hyundai Elantra Blue on May 24th of 2024 from Hiley Hundai. On the date of purchase I signed a "We Owe" form that indicated that I was owed an additional key fob for my car. The salesman (*****) told me that I would have iet in less than 2 weeks. I confirmed that at the end of 2 weeks if I didn't have it in hand I would follow up via text. I sent a text to him on June 6th at 12:46pm to inquire and got no response. I then called on Monday June 10th at 3:14pm and was told the manager would call me back regarding my key fob. On Monday June 10th at 4:32pm ***** sent me a text to tell me that the key had been cut "..but our key machine is down." and he would be in touch once he figured it out. I then called on June 18th and left a message asking for a manager to call me, but had someone from parts call me back. I called again and spoke with parts on June 24th at 5:25pm and was told he had not received any paperwork or documentation regarding my key fob and he hadn't receved the "We Owe" from sales. He also let me know that I was the second ****** to call that day regarding a "We Owe" from *****. He then transferred me to the used sales manager (**** at extension 4047), where I had to leave a voicemail and I asked to get a return call and an update. I received no call, so I called again on June 25th at 11:44am. Someone else did call me and let me know that my key fob and a replacement emblem would be shipped to me, and once I received them either **** or ***** would call to arrange an appointment for a local Hyundai dealership to program the fob and place the emblem on my car. I received the parcel on June 28th at 3:08pm. No one called me. I called Hiley and left a message on July 5th at 1:20pm for either **** or ***** to call me. Still no call. I called again on July 6th at 1:42pm and had to leave a message with reception; and told them I do NOT want **** or ***** to call, I want a manager or their supervisor to call me. This is unacceptable service.

  Business response

  08/13/2024

  On the ********************* complaint everything has been completed. 

   

  There was some delays in getting the parts, and then we had to ship them to her. Once we got the 2nd key to her we called and spoke with her local Hyundai dealer and paid them to program the key for her.

   

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

  Hiley Automotive Group

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did not sign anything and they took it upon themselves to put the part on to my car. Now they are trying charge me $1,900 and I never authorized anything besides ordering the part. I asked the parts manager several times about an update and never got one until the day of June ******* saying my car was ready with the part inside of it and I had to pay the following amount.

  Business response

  08/13/2024

  Had transmission failure and out of warranty.  Tried to trade here but could not because of negative equity.  Got transmission approved by Hyundai ** 75% Hyundai 25% client.  Communicated with client the good news she brought vehicle in for transmission replacement and was provided a loaner.  She was aware of her participation in $$$ owed prior & at time of completion.  We were even patient when complete as she needed more time to collect funds owed.  I was involved in this from obtaining the ** approval and also did the active delivery with her as well and no issues other than a scuff that I shared we would take care of!

   

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I purchased my vehicle which is a 2017 Hyundai ******, I purchased a Pre-paid scheduled maintenance plan for 7 years/ ******* miles. It is not being honored. I spoke with the people at the protection ********************************************* for service the dealership listed the miles as *******. The mileage was ******. I take my car in for service at the mileage on the sticker the dealership puts in the top left of my windshield. Spoke with ****** this last call and he told me well you just dont drive as many miles as other people. What the c*** do other people have to do with me, my mileage or my service plan. I purchased the plan best for me and that is what I should get.

  Business response

  12/20/2023

  The issue is that she is not putting miles on the vehicle, we have to use whatever service she has available to us, which turns out to be higher than the mileage she has on her vehicle. On the last visit Date 05/05/23 her vehicle had 89369 the only service available to us was the 105k mile service. Her 90k mile service was done on 11/13/21 the vehicle had ***** miles on it. The plan covers recommended services which we have performed. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My engine messed up on 06/05/2023. I had my car towed to Hiley Hyundai on 06/13/2023. It has been at the dealership since. For the first month I could never get ahold of anyone. I would call and leave messages and get no response. I made sure they had an updated phone number for me 4 times. They just started working on my vehicle on 8/16/23, the day I was told by my Hyundai case manager AND someone from the service department that it would be ready. When I called Wednesday to see what time my vehicle would be ready I was informed that I was 4th in line for an engine and that they would have it ready next Wednesday the 23rd. I told him what was told to me by my case manager and the dealership. He went on to say I dont know who told you that but I talked to the tech to push your car next so it will be ready either tonight or tomorrow. It is now Friday 8/18/23 and I still do not have my vehicle back or at the very least a loaner car. I am a single mother trying to get my kids to school and myself to work everyday. They informed me my car will be ready Monday morning. When I asked to speak to someone else they said that there was no one else to speak to and the tech had already left for the day. Their hours of operations are 9am-8pm. This phone call took place at 5:20pm and there was no tech or supervisor/manager or apparently anyone else to speak to. Just the person who answered the phone. Also they are open on Saturdays. Is the service department closed Saturdays? When I call all I get are excuses. I feel they are not taking me seriously. This makes me reconsider ever buying a Hyundai again and I certainly will be taking a very close look at my car once I receive it again and making sure they did the job. I will NEVER bring my car to any Hiley location EVER and make sure everyone I know doesnt either.

  Business response

  08/21/2023

  We have been at the mercy of Hyundai ***. We have done everything we can to speed up the process and have had multiple road blocks. Her vehicle should be done at some point today. As far as lack of communication, she has every right to be upset and it has been addressed. 

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  bought car from this dealr with extra warrrantys sold car now getting runuaround to ***** waranty trying for 4ndays fordealer to help today go more bs ther bs on reund 6 to 8 eeks not accepatable bought warranty from them

  Business response

  08/09/2023

  **************** called in and left me a message yesterday and I immediately returned his call. ***************************** then called him and got the cancellation process started for him. Refunds take up to 60 days to be fulfilled. 

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

  General Manager

  Hiley Hyundai Mazda

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Morning I'm trying to get help with a automotive dealership issue. Hiley Hyundai Mazda of Fort Worth. I dropped my car off almost 5 weeks ago June 8th for a check engine light. They notified me that its a known issue with hyundai and its engine and the engine needs to be replaced. It is now July 12th and I've been in constant contact with them on the issue and they have no resolution. They also informed me that the manufacturer has to approve the replacement but when I contact the service associate they have no time frame on my vehicle or loaner vehicle. I'm paying for a car i cant drive and that has no trade in value because of a bad engine. If at all possible could you advise me or help me resolve this issue before I lose my job and most likely my car. ************ Dealership ************

  Business response

  08/03/2023

  We understand the customers frustration. There are processes and procedures we have to follow as a dealer we have to abide by with Hyundai. Our tech has been in communication with them almost daily trying to resolve the issue. They made us do a bearing test which passed the inspection however the check engine light was still flashing on and off. After driving it several times to ensure there were no further issues the check engine light came back on. We are currently waiting on instruction from Hyundai corporate. 

   

  Thank you,

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

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my 2022 Hyundai from this dealership 7-21-21 the next day had to take the vehicle back, they fixed it gave it back. The vehicle has had issues here and there I told them, they put on my service records that they checked it out and found nothing. Then it started doing more serious and non-safe issues and they refuse to answer my calls or call me back so I went to the corporate office and filed a complaint. Then 5-2-23 the vehicle had an issue and luckily me and my kids were able to get back to the safe area. I called the Roadside Assistant s number and the vehicle was towed to a dealership nearest me. The mechanic looked at it said he couldnt find nothing wrong. My investigator from Hyundai told me that me and my kids would be safe in that car that that car was perfectly fine, and nothing is wrong with my vehicle.i asked her to put that in the email she would send me she said she would. She did not put it in the email and I have not been able to reach her again. I know otherwise because we were in the vehicle, and if it wouldve did it on a different roadway, me and my kids would probably not be here today. This company know that my vehicle is unsafe to be in but with not help me..

  Business response

  05/16/2023

  Vehicle is currently at a shop in ******. The issue she is having is a loss of power (engine) and it is a very intermittent issue, may happen once a week or once a month. I offered assistance in that if the vehicle were to ever have that issue again after it leaves the ****** facility that she could come by here leave it running so we can check for codes/data. I can see it was here in 12/22 at ****** for its last free oil change/tire rotation and a drivability concern with no check engine light.Storied out that it was road tested and unable to duplicate at this time, code scan performed with no history codes stored. Released back to customer for further driving and observation due to inability to diagnose further at this time.
  
  Looks like in WebDCS it was most recently at *************** Hyundai on 05/03/23 at ****** miles and shows it was also unable to be duplicated at that time.
  
  Other than that the vehicles to have only come to ** for the following:
  * Routine maintenance
  * An issue with Apple Car Play where it disconnects intermittently while driving (which Hyundai has since come out with a TSB saying is an Apple issue that unfortunately is going to happen with wireless car play until the *** software is updated to change data transmission rates)
  * One check engine light concern on at 152 miles back in 07/2021 for a wiring PIN connector that was damaged most likely when it rolled off the assembly line. But shows it was fixed and returned to her two days later while she utilized a loaner vehicle. But no other come backs or reoccurring issues with that concern in now almost ****** miles.

  Customer response

  05/16/2023

  Complaint: 20061348
  
  I am rejecting this response because: my vehicle is in *******, ***** at *********************. Hyundai. I tried reaching Hiley Hyundai service team numerous times for a week when the vehicle started braking by itself for no reason. Talked to a salesman 4-2-24 that said he took notes and would talk to ***** shedded when he got out of a meeting and he would call me back, still have not received that call. ***************************** offered to ride with me to see what its doing. That vehicle is NOT safe and Im not driving it to pick him up and go for a ride. 
  
  Regards,
  
  *********************

  Business response

  06/08/2023

  It seems as if no other Hyundai dealer along with Hiley Hyundai have been able to duplicate the problem as it is intermittent. We would like an opportunity to look at the vehicle again but the customer stated she took it to ******************* in Decatur since it was closer to her house. I am sure they have someone at that location that is more than capable to inspect the vehicle however they cant find an issue either. It seems as if three Hyundai dealerships have not been able to find any issue. As far as returning a phone call, I was not aware of any message from her, I would have called her back. 

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I went to buy my new CX-5 they asked me if I wanted the extended warranty with the car and that it was refundable if cancelled. I canceled it before even receiving and paying for the car which i did in cash. The employee working on the contract said it would be easier for him for me to cancel it instead of him redrawing an updated contract and that I would receive the refund within 3 months. That was at the beginning of august and it is now the middle of march.I have been there in person to request them to look into it. I have called, emailed, left messages. And there has been no progress or communication on the status of my refund which should be well over $3000. I don't know how to put the pressure on them besides this.

  Business response

  04/06/2023

  I spoke to Mr. ******* in person and he was refunded the same day. 

  Customer response

  04/06/2023

  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.
  
  Regards,
  
  ***********************

*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. ↩