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:03/01/2025

  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.

  In November of 2022. I brought my 2017 ******* Santa Fe with 86,000 klms into the dealership with oil consumption issues. The dealership recommended an oil consumption test. The test requires us to bring the vehicle in every 1500klms so they can pull the dipstick and read the oil level and top up with oil if necessary. The test lasts for about 6000klms. We brought the vehicle in every 1500 klms. And they added oil every time. We couldn’t see how much was added and they didn’t tell us. After the test was completed they said that the car was within spec. They told us the car was fine to drive. I filed a complaint to ******* Canada because I wasn’t happy with the results of the test. And they didn’t investigate further to find out why the car was burning oil.
  Fast forward to 130,000. The car is now burning 4 litres of oil per 2000klms. I brought the car back again. After talking with other mechanics I come to realize that they didn’t complete the oil consumption test. The second part of the test is a compression test of the engine’s cylinders and a visual bore scope of the cylinders. They completed this test at my cost of roughly 500 dollars. The test results came in and the engine is damaged beyond repair and they recommend a complete engine swap. The dealer ship tried to pawn this off on Hyundai Canada for warranty. ******* Canada declined the warranty based on the car being outside the warranty period. The dealership supplied no evidence (because they never recorded the amount oil they were adding during the oil consumption test) to ******* Canada. During many meetings with the dealership. They admitted to me and my father they did not follow their own policy and procedures in regards to keeping accurate records of how much oil the car was burning and not completing the oil consumption test. They have since told me it’s not their problem and I’m on the hook for $5000 for an engine and catalytic converters. There is much more to this story.

  Business Response

  Date: 14/01/2025

  Dear T*****,
  Thank you for reaching out regarding your concern. We understand how frustrating unexpected vehicle repairs can be, and we truly empathize with your situation.
  After a thorough review of your case, we found that the inability to secure warranty coverage was due to insufficient maintenance records. As part of our coverage agreement, consistent documentation of routine maintenance is essential to ensure that any claims can be reviewed. This requirement helps us verify that the necessary care has been provided to prevent avoidable issues, allowing us to fairly assist all of our customers.
  We appreciate your understanding of these guidelines, which are designed to protect both our customers and our coverage system. If you’re able to provide additional records or documentation, we’d be happy to revisit your case for further consideration.
  If you have any questions or need clarification on what records we need, please don’t hesitate to reach out. We’re here to support you and explore any possible options to assist with your current situation.

  Customer Answer

  Date: 14/01/2025

   I am rejecting this response because:
  
  
  Because the dealership is going by their belief in that the vehicles  are required to have their oil changed at 6-8000kms. This is in fact wrong. The dealerships use this number to upsell the service on their vehicles. The dealership could not produce any evidence of this when asked by me. I submitted my own evidence directly from ******* Canadas website. In the maintenance section specifically for my car. (Photo submitted). 
  It says specifically for the 2017 ******* Santa Fe with the 2.4L *** engine that takes only synthetic oil. That the vehicle is required to have  engine oil and filter changes at 12-14000kms. 
  I have all maintenance records (oil change receipts). I’m having difficulties submitting photos due to lack of space on the bbb platform.  The dealership were giving all documents  to be submitted to ******* Canada  but because they are using the 6-8000km rule  my documents don’t fit their narrative  

   

  Business Response

  Date: 15/01/2025

  Hi ******* 

  Thank you for your response, with the information submitted to ******* Canada you have exceeded the recommended maintenance schedule many times during the ownership. The 2.4L requires an oil change every 12,000 km's or 12 months (as referenced in your owners manual). ******* Canada reviewed the maintenance records submitted and you have exceeded this schedule on both time and mileage on multiple of occasions. The records submitted showed time frame of 19 months between one of the oil changes, this is far outside the 12 months recommended. Also five of the records exceed the mileage recommendations ranging from 14,000km's - 21,600km's between oil changes, again far outside the recommended schedule.

  We would love to move this forward for you but we will need more records to submit to ******* Canada for review. 

   

  Thank you 

  Customer Answer

  Date: 15/01/2025

   I am rejecting this response because:
  
  
  The two inaccuracies of oil change records. Are as follows. The oil change with 21000km was completed by a business that is no longer in service. I cannot obtain the record.  The dealership should as the question to themselves as to why they didn’t complete the oil consumption test. And why wasn’t the data logged. Blaming customers for their failure of policy and procedures is not the way to treat customers. The dealership should be on the hook for at least 1/3. 

• Initial Complaint

  Date:06/10/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 a long wait I brought my vehicle into their dealership for service to fix a problem under warranty. I was told to try a few other things and then bring it back if problems persisted. I did that and drove it on the highway but the car got worse to the point I felt myself and my passenger were in danger of getting home safely. I advised Capital Hyundai the next morning and had my vehicle towed to their dealership. This was a Friday before a long weekend. I spoke with a manager as I was already frustrated. He promised me they would have a look and get back to me. However, as the long weekend neared I had no update and no promise of a rental until I could finally get a service advisor to take me seriously so I could have transportation to work. On Tuesday I was advised of the repairs needed and authorized. However, once I picked up my car from the dealership I immediately noticed a smell of gas. Two days later I happened to look up on the ceiling and noticed brown marks all over the back ceiling, seat and door. I contacted Hyundai Canada and filed a complaint. I was promised I would receive a response in 3-4 business days, it took 14 business days to receive a response. While I was awaiting their response, I took my car for a routine oil change. Much to my surprise, when the technician at the garage tried to close my bonnet it would not close. They asked if I had any prior issue and I was unaware of any until I spoke with my partner who had noticed a problem getting it to close as well, I was told there is a problem with the latch/hood assembly. This was not present prior to service. When the agent reached out to me they simply spoke of the repairs done to my vehicle and not any of the damage caused or the difficulty I had with most of the people I spoke with at the dealership. I feel as if my concerns have not been taken seriously at any point with this business and I am still nervous driving my vehicle. I have attached more documentation to detail my experience.

  Customer Answer

  Date: 10/10/2023

  I have already attached a copy of all receipts pertaining to this complaint. If necessary I can try to locate copies of the warranty information for my vehicle and send those. Please note that while I am aware that I cannot edit my complaint to the BBB about Capital Motors Ltd, I do have additional information that I would like for the BBB and Capital Motors Ltd to be aware of. I did not report this information previously as I was not aware of it. Since submitting my report I have also discovered that the hook for which my rear center seatbelt clips into is missing in my car. I can pass along proof of this if necessary. I only became aware that it was missing this weekend when it was needed and not present, it would have been present prior to my service at Capital Motors Ltd.

• Initial Complaint

  Date:02/10/2023

  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.

  I bought my vehicle from in August 2022. In January 2023 to February 2023 I had to have my vehicle boosted 4 times. During that time I did bring it in to Capital Hyundai to have checked and was advised everything was fine. In March 2023 I brought her in again and was advised the battery was bad and it was replaced. Then between August 2023 to September 2023 I’ve once again had to have my vehicle boosted 4 times. Three of those times were in close proximity so I once again brought it into Hyundai and I spoke with a Sales Manager about the whole situation. He spoke to the Shop Foreperson and brought the vehicle in. He tested the battery and advised it was fine. The sales manager was there when he advised us of this. He agreed to do a parasitic draw test to determine what is draining the battery. It was late Monday (Sept 25/23) evening when we were there so we were given a loaner. We didn’t hear anything on Tuesday (Sept 26/23). Then I get a voicemail from a service representative on Wednesday (September 27/23) that my vehicle was ready to be picked up and that the battery had been replaced. I called and left a message for someone to call me back as the sales manager I had been speaking to previously was not in. I didn’t get a response so I called and left a message for the service person to call me back. No response. The next morning I get an email from the service manager apologizing for the confusion and that all tests were done and came back ok but the battery came back as bad. I replied advising I was not happy with just a battery replacement. I got a call from the whole foreperson later in the day advising that it must have just been a bad batch of batteries. I picked up my vehicle on Friday September 29. I spoke to the customer service manager and advised him of my frustration and advised him that I would be going further to have my vehicle looked at more thoroughly.

  Business Response

  Date: 25/10/2023

  Customer ***** ****** purchased a 2022 Hyundai Santa
  Cruz in August 2022. Since then, the vehicle has been into Capital Hyundai for
  battery replacements on two separate occasions. Below is a breakdown of Ms.
  ******** service department visits related to the battery in their vehicle:
  January 13th, 2023 - the vehicle battery had died and
  was boosted before coming into the dealership. Customer brought vehicle into
  dealership after it was boosted because the backup camera and radio screen were
  not working. This was fixed and the vehicle started without issue during the
  visit.
  March 14th, 2023 - vehicle had 7,431km. Dealership
  confirmed customer complaint that vehicle needed to be boosted. While vehicle
  was in the garage it was rebooted and the battery was checked, technician
  completed charge battery test and the result was replace battery - the battery
  was then replaced under warranty with no cost to customer.
  September 25th, 2023 - 17,994km, customer brought the
  vehicle in to the service drive thru indicating another issue with the battery.
  Battery test was completed the in drive thru while the engine was still
  running, the Shop Foreperson completed the battery test which came back with no
  issues. The ignition was then left on for 3-4 mins in preparation for another
  battery test (for battery tests, vehicles need to have the ignition left on in
  order to receive an accurate reading from the battery test). The next day a
  draw test was conducted, another battery test was completed, and the battery
  failed. Service completed alternator test then did a tri test and the reading
  from that test was 0.028 which is considered a pass and meant that there were
  no modules of the vehicle that were drawing power from the battery. For
  reference, any result up to 0.050 is considered a pass but any number higher
  than 0.080 amps could cause issues and result in a failure. Another battery
  test completed right after this resulted in a failed test result. Service
  installed another new battery that was covered under warranty with no cost to
  customer. Another alternator test was conducted, it passed, and draw test
  confirmed no excess draw from the battery.
  Proposed solution - The Service Department will be
  reaching out to Ms. ****** to schedule them to bring the vehicle back to the
  dealership for another battery and draw test to confirm everything is still
  working normally. This will be completed with Ms. ****** present so they can
  observe the test as well as the results with no charge to the customer.