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:21/05/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  - My 2022 Hyundai Ioniq5 was towed to this dealership on April 21, 2025 at 5 PM from **********, ** after it powered down.- The dealership called saying that it was fixed on May 1, 2025.- On Tuesday May 6, 2025, we departed ******, ** to go pick up our vehicle in Peterborough.- On Tuesday May 6, 2025 at 11 AM, ****** ******* at the Service Desk reviewed the work performed, stating that the **** and 12-V battery were replaced and that the battery coolant was bled and refilled.- On Tuesday May 6, 2025 at 1 PM, the car continued to start up and power down and flash a limited power warning, forcing dangerous highway stops in a large area with no cell reception and we could not contact roadside assistance. ****** ******* is called and he promises to "make this right."- On Thursday May 8, 2025, the car was seen by our Ottawa Hyundai dealership. Diagnostics revealed that Peterborough Hyundai had bled the battery coolant while replacing the defective integrated charging control unit and 12-V battery, then had not replaced the battery coolant. Service records state that the coolant reservoir was empty, allowing the battery system to overheat and degrade.- On Thursday May 8, 2025, ******** Hyundai in ************* that due to negligence from Peterborough Hyundai, we are liable for extra costs incurred (paying for further repairs and renting a car due to the Ioniq5 being our sole family vehicle). ******** Hyundai recommends contacting Peterborough Hyundai to recoup costs of repairs and rentals.- On Thursday May 8, 2025 at 2:25 PM, we contacted Peterborough Hyundai requesting to recoup the extra costs incurred for negligent service. **** ******* (Service Advisor) admits fault for the negligent service, promises to "make this right", consult his manager for reimbursing expenses, and call us back. No further calls received. Multiple calls and messages to **** ******* and *** **** (service manager) are ignored.

  Business Response

  Date: 23/05/2025

  Thank you, BBB, for bringing this matter to our attention.
  

  We are in the process of investigating and will provide an update once our review is complete. If you have any questions or concerns in the meantime, please dont hesitate to contact us at ************** or via email at ***********************************.

  Customer Answer

  Date: 23/05/2025

  Complaint: 23358659
  
  I am rejecting this response because:
  
  Beginning on May 8, 2025, ****** ****** and ****** ****** have been contacting the dealership during business hours, every couple of days, to resolve this complaint directly. We believe that the company's message to investigate is a stalling tactic, in the same vein as ignoring our calls and messages these past 2 weeks. Any calls made between 2 and 5 PM were not answered because "it is lunch time."

  The 401 Group owns Peterborough Hyundai and is a conglomerate with the resources to resolve the claims of this one business in their fold.

  This is our sole family vehicle that was tampered with. This is a very obvious case of negligence, as a coolant bleed and replacement is a standard procedure with EV work. All we ask is reimbursement of $419 for what we had to pay to fix the car and rent a car while Peterborough Hyundai's mistake was being rectified. OR, please reimburse the $527.17 that you charged us on May 6, 2025 when we picked up what we thought was a thoroughly serviced vehicle. We never chose this dealership (our car was towed there), but believed that it would uphold the standards of the many dealerships that we have frequented. Subsequently, we were lied to and then forced to pay nearly $1000 for a very simple error.

  We take ****** Reviews with a grain of salt, but we attached a few to illustrate that this same pattern has occurred repeatedly with this dealership over the past year. According to their other clients, there is a history of bad faith dealings, and have every reason to believe the reviews because we experienced this first hand. 

  Sincerely,
  
  ****** ****** and ****** ******

  Business Response

  Date: 28/05/2025

  
  Thank you BBB for bringing this matter to our attention.
  

  We would like to confirm that the customer has been notified and will be receiving the refund as discussed. The necessary steps have been taken to ensure the refund is processed, and we sincerely apologize to the customer for the delay in resolving this issue.
  We consider this our final resolution on the matter. Should the customer have any further questions or concerns, they are welcome to contact us directly at **************, and we will be happy to assist.

  Customer Answer

  Date: 05/06/2025

  Complaint: 23358659
  
  I am rejecting this response because:
  
  My receipts were submitted to **** ******* at Peterborough Hyundai nine calendar days ago. No refund has been received, no emails acknowledged from ****. I sincerely believe that this business is "waiting it out" until I give up and stop contacting them for the promised refund.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:16/04/2025

  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.

  It happened an year ago.I came to ****** in 2023 I was a student and did not knew **** about the rules and regulations of the country.I wend ahead and tried buying a car. The car i got was Elantra 2023 essential But its win number says it is preferred.Also i asked few question about the loan on which i was told that thses things are necessary.The $23,000 was sold to me for $46,000. I did not know this was an option to opt out which i was told has to be taken.I am in debt now!! Because of the company how can it be fair!!

  Business Response

  Date: 21/04/2025

  Thank you BBB for bringing this to our attention: 
  

  Fakeha, please be advised that all sales are final. The total price of your purchase includes the selected warranties and your financing agreement with your interest over a 96-month term.
  At this time, we are unable to offer any billing adjustments. However, if you are interested in exploring the option of trading in your vehicle, our **************** would be happy to assist you with that process.
  Please dont hesitate to reach out if you have any further questions.

• Initial Complaint

  Date:17/12/2024

  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've had an ongoing issue with my front brakes squealing since I first got my car from Peterborough Hyundai in Dec 2022. The brake started squealing about 6-8 months after I got the car. In Dec 2023 I had the brakes serviced with only ******km on the car. Only 2-3 months after the brake service, the brakes started squealing again. The brake squeal is very prominent to only the front passenger brake. On Dec 2nd, 2024 I brought the car back in for a brake inspection and paid $76.85, they told me the car needs another brake service. I told them I think there is something more wrong with them and told them I was just going to have the front brakes replaced entirely. I was given an estimate for $328.02 for a brake service. I told them I would rather spend the $500 on a front brake replacement elsewhere because I did not feel like they were properly diagnosing the issue. The car is only 2 years old with ******km on it. On Dec 6th, 2024 I received a call from someone at PTB Hyundai service department asking me to bring the car back in because he thinks they missed something. This person offered me free incentives, the condition was to leave a positive review online in exchange for these incentives. In hopes they could figure out what's wrong with the brakes, I agreed and booked the vehicle back in. On Dec 16, 2024 I bring the car in and ***** who inspected my vehicle 2 weeks prior asked if I was back in for the brakes. I said yes, someone had contacted me to bring the vehicle back in. He had explained they did not have time to look at my vehicle today, that they already determined the brakes need to be serviced. **** explained he was the one contacted me and they would look at it. There was clearly a disagreement between **** and *****, so I left the service department, to speak to management. The entire situation was unprofessional. I was being bribed and offered incentives by someone that did not have the authority to do so. I left with no resolution, only an apology.

  Business Response

  Date: 19/12/2024

  Thank you, BBB, for bringing this to our attention.
  
  We have spoken with the customer, and they have scheduled an appointment for 12/20/2024 to address this matter. We apologize for any miscommunication and inconvenience caused. If the customer needs further assistance, please reach out to our ************* team at ************** or email *************************

• Initial Complaint

  Date:05/12/2024

  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.

  Hey There, I made a payment of $500 when booking my vehicle in Nov 2023. And I canceled my car pickup due to extra charges and now they are not refunding my $500 deposit back even though I did not pick up the car. I am attaching the deposit transaction receipt for your reference.

  Business Response

  Date: 06/12/2024

  Thank you, BBB, for bringing this matter to our attention.
  

  We have communicated with the customer and issued a refund. We sincerely apologize for any inconvenience this may have caused. The customer has been advised to contact our ************* team at ************** or ************************ if she experiences any further issues.

  
  

• Initial Complaint

  Date:17/04/2023

  Type:Service or Repair 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.

  Transaction date: March 25th, 2023
  Transaction amount: $500.00
  
  I visited Peterborough Hyundai on March 25th this year for a test drive, and placed a deposit on a vehicle I was interested in. The sales representative (******) assured me that it was fully refundable but may take a few days to prepare the cheque but would be promptly returned to me if I happen to change my mind about the vehicle. The week following that I received poor customer service and communication deteriorated between myself and the business. I ended up going to a different dealership and purchased a vehicle on April 1st 2023 when I requested the deposit back. I was told again via text message it would take a few days. I reached out again after not hearing from the business on April 11th - the sales rep said he was off and would touch base the next day. He did not contact me April 12th so I reached out again April 14th and the sales rep told me he was going to ask his manager as my cheque was not the only one he had pending.
  I have not heard from the business since April 14th with an update with regard to refunding my deposit.

  Business Response

  Date: 18/04/2023

  Good morning,

  Thanks for the notification. Cheque was requested to accounting department however it was delay in process since we are part of a new dealer group and new system. Cheque is ready for customer. We will contact client and let him know the refund is ready for him to pick up or if is more convenient for him, we will drive to his house.

  Thanks again and sorry for the inconvenience
  

  Customer Answer

  Date: 18/04/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19947074, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *********