Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/06/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started making inquires about studded tires in July 2023, got quotes from 3 places and they were all around the same price. So I went with Hyundai where I purchased my vehicle the rest is history. I am a planner and when I inquired about studded tires I was very clear that I wanted studded tires I already had a pair of perfectly good winter tires but wanted more grip, I had moved out of the city limits and my drive had 2 steep hills so I wanted more traction and that is what I thought I had. Only to find out all winter I have driven without studded tires and did not have any idea that was the case (thank god we had a mild winter) until my friend picked me up and as we are driving, I hear a noise off her tires hitting the pavement, so I mention to her that mine don't make that noise and she says well they should. When I get home, we inspect my tires only to find out they are not studded. At that point I'm very upset and confused as to why they are not studded the holes are there but no studs and that is clearly not what I requested and is stated on the invoice. I make calls to the dealership yet to hear back from them. I could not have been any clearer as to what I wanted and did not get. I spent a lot of money on these tires and if that was the case I didn't need them I could have just put on the winter tires I already had (I saved $1000 for this job from July to Nov). I have any appointment with them on the 9 of May for my summer maintenance on and my car and have made a request to talk to parts manager ******* or Service manager **** ********* to no avail even after all my phone call to the office and leaving message. They are fine taking my money but not interested in fixing a wrong. Come this fall I would like studded tires put on my car free of cost seeing that these studdable tires cannot be studded after being driven on the highway (so I'm told). I have listened to the customer services people with no interests in giving me what I paid for and complied with all the mechanics advice when it comes to repairing my vehicle.

  

  Business Response

  Date: 02/07/2024

  Good Afternoon *******

  **** ********* (service manager) has spoken to **** in the month of May 2024. They have came to a mutual agreement that Fredericton Hyundai will supply one set of *********** Ice Contact Extreme winter tires studded and no cost to the customer. I am not sure why she is reaching out to the BBB. I will will reach out to the customer to confirm that  there is no other issues.

  Thank You

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

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

• Initial Complaint

  Date:14/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After purchasing a car in spring of 2022 (With warranty) we set out on a trip on July 16th, 2022. While traveling a knocking came from the front passenger wheel. Thinking it was suspension, we made our way home. I called on July 18th to book in an appointment. The appointment made, and work to be assessed. After the work was done, I was told our extended warranty would cover the cost with exception of $100 deductible. Parts were ordered.
  
  Fastforward to August where I followed up on the status of parts and was told they were not in (backorder). Again, in early September. Nearing the end of September through October, I began calling weekly to follow up. The only problem? They never answered, and when I left a message, they never called back. Finally, I went into the shop and spoke in person. While there, I found out the parts were here and had been for some time. Frustrated, I booked an appointment to get the work done. After booking, I spoke with the General Manager to air my frustration and he confirmed he would have the location cover the $100 deductible.
  
  Day of the appointment comes. I drop the car off and about 30 mins into the appointment I receive a call saying they aren't covered and will cost over $700 to fix. I began to speak with manager who was going to look into it. After a week of looking and about 3 calls with no returned call, I stopped back into the GMs office again. Surprised to see me he called in the service manager who said they would need to put the parts into a database for approval from Hyundai Canada. I watched as she did this. She informed me I would hear back in about 4-5 business days. If they weren't covered, she said "I'm sure we can work out something". Two weeks later, I stopped in to see them again. This time, running into my original salesmen who I thought may be able to get things moving. The service manager stopped by and said it wasn't covered and went to a meeting.
  
  I've driven this car longer broken then fixed.

  

  Business Response

  Date: 22/12/2022

  Customer purchased a vehicle CPO warranty which covers the powertrain components in a Hyundai dealership. Unfortunately service advisor given wrong information to the customer that part has been covered and made a wrong impression. Not just that, never returned to customer's call and after that employee left. Long story short when I became aware of the issue when the customer was under the impression that part is covered, I tried to help by offering covering the $100 deductible. However Service Manager heard back from Hyundai Auto Canada, and the part wasn't covered at all. After received and email from the customer on Sunday night, I have responded with $500 goodwill offer toward the repairs due to stress we have put the customer and service advisor given wrong information. 

   

  Customer refused the offer because it wasn't enough at all for a part isn't covered by a warranty at all on a used vehicle has been purchased from the dealership. Advised me that, he is willing complain and not taking my offer of goodwill never would like to do business with us again. 

   

  Thanks,

  Fredericton Hyundai

  Customer Answer

  Date: 22/12/2022

   I am rejecting this response because:
  
  
  You left out the part about me taking the vehicle to another shop to preform the work only to find out it wasn't the part that Fredericton Hyundai informed me it was.  Instead of the $700+ quote your team advised me of, it was a different part that is going to be fixed by the other shop.  Why wouldn't I take the $500?  Because $700 - $500 is still $200+tax to fix the incorrect part. The part that is actually broken in a $50-70 part with a small amount of labour.  
  
  Is it a wonder why I would not want to deal with you anymore?  You ignored my 25+ times!  Finally after coming into your location I was valued enough to be seen.  
  
  As is, you still didn't respond to me about if future warranty work could be done at another Hyundai.  I don't want to come back to your location, that is correct.  If the extended warranty is only through your dealership, I'd like to seek this be refunded as I don't trust your dealership to do the work 1) right, and 2) on time.
  
  Regards, 

   

  **** 

  

  Business Response

  Date: 26/12/2022

  We have offered $500 service credits toward the repairs even tough repairs weren't covered any sort of warranty. We have offered the goodwill due to miscommunication from the service advisor.

• Initial Complaint

  Date:22/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Below is a summary of our experience with your service department
  
  * Dropped off our car to be checked out
  * Told it had a blown transmission and ball joints
  * Told we could drive it still while we waited for the parts
  * Got dropped off to take the car home only to be told that I in fact cant drive it and at that point was stranded in your service bay with no car
  * Waited over 2 weeks to see If the parts were covered by warranty- didn’t hear back- couldn’t get anyone on the phone
  * Go in person to demand an answer, waited for almost an hour to be told it is covered. Was given a rental and told it was for a max of 5 days- parts were to be ordered that day (Tuesday) said they would be in shop by Friday
  * Get the rental- after 4 days of not hearing anything again go back in person because I cant get through on the phone
  * When I go in I am told the rental is actually in place until the car is fix- great
  * Parts haven’t even been ordered!!! You’ve had my car for 3 weeks
  * Dropped off our other car (SUV) for tire change and inspection
  * Inspection fails- tires are changed
  * Tire rod ends need to be replaced- no one even told us we just happened to find it on the inspection sheet
  * Apparently covered under warranty- have they been ordered? Who knows? Cant get through on the phone to find out
  * Tires are literally THROWN in the back of my SUV- no bags on the tires, all the weight on my back trunk- collapses the tire storage area- big scratched on the wheel bump- scuffs all over the beige ceiling material --> I have pictures
  * GO BACK IN
  * Transmission is in for the car , ball joints STILL haven’t been ordered
  * Talk to them about the clear disregard with the service for the SUV- the employee in the bay emailed the service manager right infront of me . A week later I still haven’t heard from anyone. I go back in and ask for the manager to please get back to be about these issues- almost a month later... still SILENCE
  * Told I would hear by the next Monday about the ball joints for the car- NOTHING
  * 2 days later told to come get the car that it is ready
  * Pick up the car, huge grinding and shuttering noise
  * Take the car back
  * Told the back breaks are gone?????
  * Pick up and take the car to another shop
  * Our breaks at 90% ---> We dont need new breaks
  
  
  Get your dealership together. Your losing business every day. I saw it every time I was in there
  
  We have since trading in both our vehicles to other dealers so we never have to deal with Hyundai again

  

  Business Response

  Date: 12/12/2022

  We were actually in touch with ******* *****, who reached us out to our GM directly. Repairs has been done free our charged which has been attached. *******, actually decided to sell the vehicle to us and after we agreed on a price, he decided not to purse with it. We tried to buy the vehicle because customer was frustrated. During the time car was here, ***** Rotors were heavily rusted and required replacement. Pads could be at 90%+ but it doesn't change the fact that if the rotors are rusted it will create grinding noise. Vehicle has been repaired a while a free of charge, so I am not sure how we can refund anything. 

   

  Also out of courtesy we have offered the purchase the vehicle to relieve customer from stress and anxiety and even after we agreed on a price, customer decided to not contact us anymore. Car has been repaired free of charge and work order has been over closed a while ago.

  Customer Answer

  Date: 12/12/2022

  I am rejecting this response because:

  
  

  There is a bill associated with the Tuscon mentioned which is completely ignored in your response

• Initial Complaint

  Date:29/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a Hyundai Santa Fe Sport last August for $26,000, at the time of purchase we also bought Premium Hyundai Cover at a cost of around$3000. This runs out in 2026, recently a flashing check engine light came on and the car struggled to drive, we took it straight to Hyundai in Fredericton. It was looked at on Monday 19 September, the issue was found as a sensor problem. We were told we will need to wait for up to 3 weeks while the branch contacted Hyundai Canada to check if we have coverage… we do and we also have the paperwork to show this - also making things worse we had this same issue with the same brach 4-5 months ago and it took lot of back and forth for them to finally do our repair.
  We have been trying to call everyday, leaving messages and talking to other departments explaining our difficulties of trusting to speak to the service department, they just transfer us through to the same number that doesn’t get answered every time. They have now had our car for 10 days, we have been offered no courtesy car to use or have been given no indication of if or when they will do our repair at all. This service has been so terrible that we are ready to seek our Hyundai just so we do t need to deal with this branch again. I need help convincing this brach to honour our Hyundai coverage and repair our vehicle. Z

  

  Business Response

  Date: 21/10/2022

  Customer has been looked after, currently waiting a part from the Manufacturer to perform the work.

   

  Thanks,

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called for a 2 week period to get my car in due to it making a noise in the engine . I left many messages and no return call. I finally call back and get an appt booked. After the appt the tech told me the engine needs to be replaced ( only 60k on the car ) but i could still drive it . When going back to pick up my car that the tech said i could drive , it actually could not be driven . They gave me 2 tickets for a cab and made a comment of " o i thought you would have at least got it down the road before it broke " After speaking to the tech he said he would call me back in 24hrs to see about a rental as it will be a few weeks to do the repair. I did not get a call back and the next day i have to call and again leave voice message that never got returned. I called back again to be told by another advisor she would get a resolution. She told me she would call for a rental and follow up with me. I missed the advisors return call and she left a message which states they cannot get me a car rental for 7 days. I explained how i travel for work and need a car but got zero help and no all my concerns seem to have been pushed to the side. Funny thing is a car dealership having no cars to lend but feels its ok to leave a customer stranded with no resolution for days .
  I will never buy another car from this dealership and i will ensure the horrible service i received will be shared !

  

  Business Response

  Date: 27/10/2022

  Due shortages in Parts we couldn't complete the work as soon as we would like to do it. Customer is currently on a rental vehicle paid by Hyundai Canada. Customer has been looked after.