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Business Profile

New Car Dealers

Experience Hyundai
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint type

  • Initial Complaint

    Date:24/04/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    Hello,
    My wife and I (my name is ***** ******) purchased an electric vehicle called the Hyundai Ioniq 5 on February 13th, 2023 at Experience Hyundai. The sole purpose of us buying this vehicle is to save money on fuel while on family trips to New Brunswick and to save on fuel costs servicing our clients from one end of PEI to the other. We were told and sold a vehicle under the premise that it had a level 3 charge system or a DC charge. This DC charge allows us to receive an 80% charge in as little as 20mins. Meaning, it would be great for long travel. During the initial visits to look at this vehicle we discussed that the car only had a 55kw battery (smaller of two available) but didn't matter as much since we would have level 3/DC charging. Even before we picked up the vehicle and signed for it, we were sent an email to use their delivery tool which is a multistage app that shows you and trains you on all of the new cars features. Level 3 charging was one of those features clearly explained in the training. Even when you look up my vehicles VIN # through Hyundai it shows that it is supposed to have DC charge at 440V. I found out the hard way on a road trip while servicing clients on the western part of PEI that we don't have a DC charge port. I called the dealer and they were adamant that I had it and that I was doing something wrong. I then received another call from the sales rep Chris Murray and he said "I'm so sorry man. This one didn't have a DC charge. That's on us. We didn't and that's our fault". So I spent the next couple hours getting enough of a charge on a level 2 charger to make it home. Their solution is to get me to trade in my vehicle at a large loss and upgrade. Not happening. I want the vehicle I paid for and don't want to be out anything. They are great people who work there, but I'm not paying for their mistake. They even admitted to me that they sold me a useless vehicle and are sorry. Sorry doesn't help this situation. Please help.

    Business Response

    Date: 01/05/2023

    Client picked up a new car today and all was well. He mentioned he was going to reach out to you to *** **** ** ** *** *** ******** 

    Let me know if you need anything from me.

    Cheers

    *** 

    Customer Answer

    Date: 01/05/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 19976260, and find that this resolution is satisfactory to me.

Experience Hyundai is BBB Accredited.

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