Complaints

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2012 Hyundai ****** Hybrid to Colonial Hyundai to be fixed around march. I paid for a diagnostic and for whatever was wrong to be fixed. I was told it was the wiring harness and it was around $6000 to be fixed. My car has not been fixed, I have broken down 3 times and the last time with my daughter. Every time I brought it back they said it was something else but obviously not knowing. I have several videos of the same warning on my dash that I brought it in there with. It is now November and I am told they dont know whats wrong and come pick up my car that is still not running and has the exact same warning on the dash. I paid almost the same amount for my car as I did to get it fixed to not put me and my children at risk. I took it to Hyundai because they should know about these vehicles. It is not right for me to pay this amount of money and the same problem to be going on. Please help, they will not refund my money and say they dont know how to fix it. I am a single mother and my car is my means to take care of my children and I paid and still dont have it

  

  Business response

  11/15/2024

  We are sorry that your vehicle has these multiple issues that continue to put your vehicle in limp home mode. The first repair, the $6000 wiring harness, was necessary to restore the communications within the electronics system. Your vehicle had multiple communication errors when the vehicle was brought in. These communications were interrupted by the heavily damaged wiring harness. This needed repair allowed all the vehicles systems to communicate. The next issue was caused by the knock sensor detecting an abnormal drivetrain noise leading to another limp home situation. The knock sensor was replaced at no charge. The new knock sensor continues to detect abnormal noises leading to the same limp home ************** Line recommended a top engine clean for carbon build up. This treatment did not eliminate the noise the knock sensor is picking up. We have followed every recommendation Hyundai Tech line has given us and the vehicle continues to detect noise. Every repair beyond the initial wiring harness was done at no charge to Mrs. *********** We have also provided a complimentary loaner car thru this entire process. It should be noted that the vehicle has a branded title leaving some of the vehicles history as a mystery.  We are still in the process of of making a few more adjustments.  Our efforts will be completed in the next few days.

  Thank you,

  ** *****, General Manager

  Customer response

  11/16/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* **********
  
  
  
  
  

  Customer response

  11/18/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* **********
  
  I received a reply from the business today, telling me that my car was ready for pick up. It has been almost a year that they have had my car. They just told me recently that my car could not be fixed and that it was branded which *** later told me was not true, they gave me certified paperwork saying that my car had never been branded after speaking with the Better Business Bureau. My car is fixed within weeks after they had had my car for almost a year. The loaner car was not given to me until a few months ago after they had my car  For approximately five months during these five months I had to get rides back-and-forth to work. I had to to endure several breakdowns after they said my car was fixed putting My and my childs life in danger.this is not to mention the insurance that I had to pay while not having my vehicle. If all of this was done now, it should have been done in the beginning. I should not have been told to pick up my car because they could not fix it while they tried to take almost $6000 from me and tried to give me a nonworking vehicle someone has to answer for all that I have had to endure and all that my child has had to endure me getting my car back now is not fixing what I have already had to go through. This would not be OK for their family and it will not be OK for mine.

   

  
  

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for an oil change about the first or 2 week in November. Two weeks later my check engine light comes on. The code that I received was **** which is engine oil temperature sensor to high. I take it back to hyundai. I received a phone call from them stating that a rodent chewed up 6 to 7 of my wires. They repaired the wires. Not even 7 days later my check engine light comes on again with the same code. I take it back to hyundai and they tell me now someone has cut the same exact wires that they were supposed to have repaired at first. It is some funny business going on and I want my money back that I spent for the repairs and a whole new wiring harness. This ridiculous.

  

  Business response

  12/19/2023

  We made repairs to wiring that had been cut or chewed thru as you mentioned. These repairs turned off the *** and the car was returned to you with no issue. When the vehicle came back a second time a week later, the wiring was cut a few inches from the original repair. We have made repairs on the second area and the vehicle is again working properly. We have done nothing other than necessary repairs to your vehicle and see no reason to refund any money.
  
  Sincerely,
  ***************, Executive Manager

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2018 Hyundai ****** in May of 2022 . At the end of October 2022 the engine seized on my vehicle and it was sent to Colonial Hyundai as the engine was known to have issues and the manufacturer warranty was extended because of this (according to ********) I received a call after 10 days outlining the time frame for repair - in which it was explained that 20+ vehicles waiting for warranty repair/engine replacement ahead of mine. I was told the diagnostic would be 1-2 weeks with an additional 6-8 weeks needed for repair. After a month passed - I reached out and was informed my vehicle had not yet been touched. When asking why my vehicle had not yet been through its diagnostic I was told it would be 6-8 weeks before this would be done. This is not the information given at the start. I began calling and still nothing was done and I was not even receiving return calls or messages. Only after posting negative reviews and comments avout the situation on Colonial Hyundais ******** page did I get a callback. I opened a case with Hyundai *** regarding the service from Colonial Hyundai. Multiple times my case worker was not able to get in touch with or receive any communication back from Colonial Hyundai. My vehicle was finally diagnosed with a blown engine in January of 2023. From the date of diagnostic it took less than ONE month to complete the engine replacement. After not having my vehicle since 11/2/22... I finally got my car back early February. My car battery was dead from sitting for 3months and I had to pay $250 out of pocket for the battery.My engine shield was missing and they said it wasnt on the vehicle when brought in (yes it was)The entire experience with Colonial Hyundai was absolutely ridiculous. And my battery and shield cover should be their responsibility. The associate who pulled my car around when I was finally able to pick it up stated "we had to jump it and there's no gas in it so hopefully you make it to the gas station"

  

  Business response

  11/28/2023

  We are sorry to hear about the issues with your engine and its repairs. We certainly hope everything is going well with your vehicle since the repairs were completed early this spring. I have asked our service manager, ***********************, to get an engine shield for your engine. He should have that in the next week. A battery will lose its charge sitting for three months but not go bad. I will reimburse you 50% and get a check cut for $125 as a goodwill gesture.
  
  ***************, General Manager

  Customer response

  12/08/2023

  Hello,

   

        Upon checking my email I saw I had a response regarding my complaint with Colonial Hyundai. I did not see the previous correspondence regarding this complaint from 11/28 and I do see now that Colonial did respond with a solution that I would find acceptable. I do not want to file another complaint, so I wanted to see if I am able to accept the businesses offer to replace my engine shield and provide 50% reimbursement for my battery. 

   

   

     

     

• Initial Complaint

  08/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2022 Hyundai Accent with less than 40K miles that's covered under warranty until 100K miles. This vehicle was purchased on October 28, 2021 for transportation. I am a single female full time student and I work a full time job, so I rely on my purchase to get to my destinations. I regularly took my vehicle in for maintenance at the CMA's Colonial Hyundai dealership. On July 8, 2023 I was driving on the highway (95 North) and my vehicle shutdown leaving me unsafe and stranded on the interstate. I called my car insurance and they provided a tow service to the closest Hyundai dealership which was on West Broad Street. I received a call from a service representative that informed me that they'd look at my vehicle on July 10, 2023 and let me know what the issue is. I called and heard back on July 11, 2023 I was told that there was an overheating issue with my vehicle. In addition to that, the service representative stated they wouldn't be able to diagnose my vehicle until a week or two. After two weeks of no update/diagnostic I had my car towed to Colonial CMA. From there after a few attempts to get to the root of my car dilemma they issued it was the motor. I was told that they would call the manufacturer to get the approval for my motor and it would take 1-2 days. As mentioned earlier my vehicle is still under warranty so the motor should be covered. I was told that the motor would be ordered and installed but that has yet to happen. I have been without transportation for over a month and I am a full time student with a full time job. To add, neither of the dealerships provided me with a loaner car or a rental. I made my purchase solely for transportation and I am without it. I'm still obligated to pay my car note and car insurance and I don't have transportation nor a loaner/rental. It is severely disappointing that neither Hyundai dealership has provided me with means of transportation while my car is supposed to be getting serviced.

  

  Business response

  08/14/2023

  Dear *********************** 
  

  CMA's Colonial Hyundai received your vehicle on July 20, 2023. We put the vehicle through the pre-approval process and got it approved, per my service manager, on 8/10/2023. The engine should be arriving in the next day or two and I have instructed my service manager to make it his top priority. You should have your vehicle by the end of next week at the latest. That is a way faster turnaround time than the other Hyundai dealer gave you. You will have your vehicle back soon I assure you. 
  
  ***** El *******, General Manager
  Colonial Hyundai ************

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The dealership and Hyundai corporate will not reimburse me for the cost of having to repaint our vehicle originally purchased here for an issue that Hyundai has itself taken responsibility via a letter sent with the vin number of my vehicle to me extending the warranty on the paint since there was an issue with failing paint. Ours was fixed through Colonial Hyundai with expense to me of which now that they have taken responsibility and stated that there was an issue will not reimburse me for what is covered by the extension of the warranty period extension. The work was completed prior to this new terms end but still continue to state that they will not repay me for our out of pocket expense due to an issue they have stated is their faulty paint on our model vehicle. The local dealer Colonial Hyundai keeps telling me there is nothing they can do and I have to go to corporate which is a frustrating circle as they pass you from one case manager to another telling you you are not covered even though you have the paperwork with the date of work done and warranty paperwork mailed to ** from corporate stating our extended coverage with specific VIN number.

  

  Business response

  05/11/2023

  Dear *************, We reached out to our Hyundai service rep ******************* and he informed us that a letter was sent to you yesterday 5/10/2023 with regard to this matter. We were not able to find out the detail of this letter but it seems to be an offer from Hyundai consumer affairs with regard to your case. I hope this resolves your issue.  Thank you for your business and I hope you have a great day.
  
  ***** El *******, General Manager

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a car from CMA Colonial Hyundai that was advertised as a single local owner vehicle, I live in ** but bought the car in VA, upon returning to ** where I needed an ******** Inspection I was alerted to the fact that this car used as a taxi, that it had been sold to me with a known oil leak from the engine block and front brakes that were literally the bare minimum to pass Va inspection. 3 months later I'm on the way to work and my car stops shifting and a loud clanking sound also begins coming from the engine. I stop immediately and proceed to wait over 3 hours for a tow truck. Upon inspection from my local Hyundai dealer it is discovered that my engine needs to be replaced. It has been almost two weeks and there has been no movement on the claim. They have no loaner cars available and until a claim is submitted I cannot get reimbursed for a rental, there are at least 5 people ahead of me for loaners. This is the worst car buying experience I have ever had. I had to transfer to a closer location temporarily for work, which as someone recently promoted is negatively impacting my job. My experience with this car from CMA Colonial Hyundai, my first car from their dealership and my first Hyundai has been a living nightmare. My free time is all spent desperately making phone calls to try to get answers, nobody is giving me any info in 2-3 days you'll have an answer, 2 days past that they tell me hopefully within another 2-3 days. It's been almost 2 weeks. I will never buy another car from any CMA dealership. I am on the brink of being financially crippled by this experience and if something doesn't happen from Hyundai fast that is going to become my reality. I have no idea what to do but I know I can't spend over $1400 in unreimbursed rental fees while also paying for the car I don't have on top of the regular bills. CMA need to make this right or get out of the car selling business.

  

  Business response

  04/11/2023

  ****************, I sympathize with your situation and after reading your comments, I pulled the Autocheck for the vehicle and I can assure you that this vehicle was not used as a taxi. It was a rental vehicle as stated on the Autocheck that you signed.  It looks like your local Hyundai dealer has already started the warranty claim process.  I feel that we as a dealer have done nothing wrong, but I understand your predicament and as a company that has been in business for almost 100 years, we believe in doing whatever we can to help our customers. Unfortunately, there are pros and cons of buying a used car.  The good news is that it looks like Hyundai should be covering the engine and I feel that giving you $1,400 as a rental reimbursement from us on top of getting the same amount from Hyundai, once you turn in your receipts, is more than fair.
  
  ***** El ******* General Manager

• Initial Complaint

  08/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 16th, 2022 we purchased a vehicle. We added the extended warranty and were told we could cancel for a full refund within 30 days since we did not have time to review all the coverage as it was 8 pm and they were closing. On June 18th my husband took written cancelation into the dealership and advised them we did not want the coverage. We have still not received a refund for the $2300 that we were charged. We have called numerous times and are always told the finance person is either with a other customer or are not in. They don't return calls. Beginning of July we were told it would ***********-8 wks, which it has been at this point. Yesterday I called and after holding for over ************************************************************************ she could "try" to get him(*****) to call me back but if he didn't then I could call about 12. I want my money back as promised. Another problem with this company, we had put $1,000 down on a vehicle that was to be in end of June, we were then told mid July. It came in and we were not able to come in that night to get it as they were calling for storms so we said would be there next day after 5. The day we were supposed to pick it up the sales rep and manager called and said something was wrong with the vehicle and they couldn't sell it. When we asked to see it they said it was already sent back to Hyundai. We had already secured financing at a low interest rate and it had to be funded in 45 days, they made little attempt to get us another like vehicle, said there were no more coming in but tried to sell us a lower model that was hybrid which we were not interested in. I am not sure how they stay in business treating customers this way. We did receive our $1,000 deposit back, only because my husband was not leaving the dealership until it was done. They did try to tell him they would take care of it within so many days but after the shady business practices we have seen he was not trusting them.

  

  Business response

  08/11/2022

  We have addressed the situation with the finance manager that did not process the cancelation. A check will be mailed today to the bank with regard to the canceled warranty. We are doing our best to assist our customers in the midst of a supply chain problem and shortage of employees. We will continue to improve our processes and our people so issues like this will not happen in the future.  If you have any questions,please call me at ************. Thank you
  
  ***** El *******, General Manager
  Colonial Hyundai ************
  2200 **************************
  *******, ** 23831
  

  Customer response

  08/18/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  

  

  Business response

  08/22/2022

  We have issued a check payable to ********************* for the amount of the cancelations for the finance products. Since there is a lien on the vehicle, we are required by law to send the check out to the financial institution. Your balance on the loan with ********************* will be reduce reflecting that the check was applied to your balance. We have also issued a check in the amount of $50 that was mailed to you today to compensate for the finance charge. 

  Thank you
  
  Talal El Oukaili, General Manager, 

*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. ↩