Complaints
This profile includes complaints for Hyundai Motor America's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,149 total complaints in the last 3 years.
- 576 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/06/2025
Type: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 have a 2019 Hyundai Santa Fe XL which in the past had an issue with the clear coat coming off of several locations on my car. At that time a complaint was logged at the dealership and I was told that many of the Hyundai brand cars had issue with the paint, mostly on white cars. My car is a silver gray color. Hyundai at that time paid for the repair. Fast forward two years and the same issue is happening again. The clear coat is pealing off on several locations. Hyundai called me and had me go to the dealership to have my claim evaluated. At the time I was called it appeared they would repair the issue. Well, a few days later I was contacted and now they are refusing to correct the issue they are having with the clear coat on my paint on the car. I am not the only owner out there with paint issues on their cars! Because my car was in great shape before the clear coat was coming off the trade value was much higher. Now that the clear coating is coming off of the paint I am not getting a good trade value at all. The car trade value is way less than what it is supposed to be worth! Owners are getting screwed!Customer Answer
Date: 06/18/2025
Here is the *** number that you requested.
*****************
Business Response
Date: 06/23/2025
Thank you for contacting Hyundai Motor America (HMA) National Consumer Affairs. Connecting with our valued owners is important to us but we regret the circumstances that prompted their contact. The vehicle owner indicated they are seeking further assistance from Hyundai Motor America in the form of warranty for paint concern. To further investigate the vehicle owners claim, we have reviewed the vehicles repair history and warranty coverage information. Based on the evaluation, we have determined that Hyundai Motor America will not be assisting with the warranty for paint concern. Specifically, due to, The Malfunction Being Out Of Warranty Caused By The Time In Service And Mileage Of The Vehicle.Customer Answer
Date: 06/24/2025
On Friday, June 20, I received a call from the case manager on this claim, #********. At that time the conversation was to discuss the issue of the clear coat coming off of my Hyundai. The conversation included the case manager asking for my monthly payment and the remaining balance on the vehicle. I gave her the information that she requested. The rest of the conversation consisted of her making the recommendation for Hyundai Motor America to "Buy Back" my vehicle to resolve the issue. Since we were on a recorded line there is a record of that conversation, on both ends. I had expressed to the case manager that I would not be interested in a "Buy Back" not for the remaining balance on the loan because the car is nearly paid for. I would have to go out, purchase another vehicle and start the loan payments all over again. I told the case manager that the only thing I am concerned with is to get the clear coat issue taken care of, which is at a cost of less than $1000 plus a loaner car while in the shop. She told me that she was going to get the service records for my car from the dealership and then get back with me. It would be beneficial for the repair more on both ends rather than buy my car back, to which I believe is "Why" they are rejecting the solution to this claim. They are reporting that this is out of warranty. THEY NEED TO BE REMINDED THAT THIS ISSUE DIDN'T JUST START, IT STARTED TWO YEARS AGO WITH MY CAR TO WHICH THEY REPAIRED IT THEN. THEN A YEAR LATER MY WIFE'S HYUNDAI TUCSON STARTED DOING THAT SAME EXACT THING. HYUNDAI VEHICLES HAVE PAINT ISSUES. DO A SEARCH ON ****** AND WHEREVER ELSE, YOU'LL SEE.
THEIR SOLUTION IS NOT ACCEPTABLE.
Business Response
Date: 07/01/2025
Thank you for allowing us an opportunity to review the situation further. As we do sympathize with the customer, ********************** does believe the original position to be correct.
The vehicle owner indicated they are seeking further assistance from Hyundai Motor America for warranty repair of Clear Coat . To further investigate the vehicle owners claim, we have reviewed the vehicles repair history and warranty coverage information. Based on the evaluation, we have determined that Hyundai Motor America will not be assisting with warranty repair of Clear Coat. Specifically due to the malfunction being Out Of Warranty caused by the time in service and mileage of the vehicle. We regret a more favorable response is not possible.Initial Complaint
Date:06/04/2025
Type: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.
2020 Hyundai ****** Limited, fuel tank size has expanded so much, it bent the METAL FRAME in my car. The back seat of my vehicle is completely separate from the floor of the car.After researching more online, this issue has occurred to a select few other drivers across the country. Hyundai has denied and wrongdoing. The workers at this specific dealership have been giving me the run around all day.Business Response
Date: 05/27/2025
Hello,
Hyundai of ******* (HOT) appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
We appreciate your patience as we work to resolve this matter. Unfortunately, there is no record of the customer buying the vehicle at the HOT dealership. This customer's complaint is with ********************** not with Hyundai of *******. There is an open recall on the vehicle that came out 6 months ago. This recall is related exactly to the customers' complaint. The customer vehicle is in the HOT body shop now and once our service team have an estimate for repairs, they will get with Hyundai.
Should the customer have any additional questions or concerns, please contact our *************************** at ************.Best Regards,
Hyundai of ************; **************** DepartmentCustomer Answer
Date: 05/30/2025
Complaint: 23318270
I am rejecting this response because: Once HOT is done with the estimates and everything then Ill follow up with a complaint with the corporate office.
Regards,
***** ********Customer Answer
Date: 06/04/2025
Complaint: 23318270
I am rejecting this response because: Ive decided to accept the businesses latest response. What would be the next step in terms of transferring the complaint to the Phoenix office?
Regards,
***** ********Customer Answer
Date: 06/06/2025
Vin number is as follows:
*****************
Business Response
Date: 06/09/2025
Thank you for contacting Hyundai Motor America (HMA) National Consumer Affairs. Connecting with our valued owners is important to us but we regret the circumstances that prompted their contact. The vehicle owner indicated they are seeking further assistance in the form of replacement of the vehicle. To further investigate the vehicle owners claim we reviewed the vehicles repair, maintenance, recall and warranty history. Based on the evaluation we have determined that Hyundai Motor America will not be assisting with replacement of the vehicle. Specifically due to, the vehicle does not qualify for lemon law buyback due to vehicle being out of filing period. Hyundai Motor America will be assisting with repair under Recall 9B1. Again, thank you for allowing us an opportunity to review the situation. We regret a more favorable response is not possible.Initial Complaint
Date:06/04/2025
Type: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.
Car engine failed due to manufacturers fault Company employees refuse to call me back or tell me where or what is happening with my car. Will not reimburse me for money spent trying to figure out what's wrong with car/hotels/unplanned expensive hotel stay 2 months of lost wages and no vehicle and no helpCustomer Answer
Date: 06/04/2025
Vin # is 5xyzu3lb9gd079386Business Response
Date: 06/10/2025
Thank you for contacting Hyundai Motor America (HMA) National Consumer Affairs. Connecting with our valued owners is important to us but we regret the circumstances that prompted their contact. The vehicle owner indicated they are seeking further assistance in the form of reimbursement. To further investigate the vehicle owners claim, we have reviewed the vehicles repair history, service records and additional receipts for the expenses submitted by *** *******.
Based on the evaluation, we have determined that Hyundai Motor America has offered to reimburse the customer for rental and tow expenses as a goodwill gesture. The offer was communicated with the customer and was accepted by the customer. *** ******* will be updated once the check is mailed to the customer address.
Again, thank you for allowing us an opportunity to review the situation.Customer Answer
Date: 06/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
******* *****
Initial Complaint
Date:06/04/2025
Type: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 purchased a new vehicle from Hyundai on March 31st, new with 70~ miles on it at the time of purchase. May 5th, I brought it to the dealership because it was having an electrical issue and would not read the keys. Later that week, the car still had not been diagnosed with the issue. Because this car is brand new and already having this big of an issue, I opened a case with Hyundai customer service regarding a potential buyback of the vehicle because I would not feel safe continuing to drive this one. They originally had someone named Khloe as my case manager, who followed up with me promptly and had great communication. Then as of the 3rd week of May, they transferred my case to the legal department, which they could not provide me any contact info for and said they would reach out to me. I received one call on May 22nd from the new case manager, saying she would call me on May 27th after she had further investigated the issue with the vehicle. I did not receive a call May 27th, so I called HCS at the end of the day and they told me if I did not hear anything back before end of business day to call in the morning. I called back the 28th, told them I heard nothing and asked to speak with a supervisor. He told me the case manager has 2-3 business days to contact me from the promised date, which would be the 30th at the latest. I did not hear anything by the 30th. I called *** Monday June 2nd requesting an answer, they said the case manager would have until the end of the day to call me. I still have not heard from them, so I called yesterday the 3rd and spoke to a supervisor and the supervisor said she would reach out to the legal team herself and then give me a call. I still have heard nothing, and today marks 30 days that the car has been unusable in the shop so it qualifies for NYS lemon law if I choose to go that route. I would really just prefer the manufacturer do the right thing but they seem to be giving me the run around.Business Response
Date: 06/09/2025
Thank you for contacting Hyundai Motor Americas National Consumer Affairs. Connecting with our valued owners is important to us, though we regret the circumstances that prompted their contact. The vehicle owner, ****** **********, indicated they are seeking further assistance in the form of a buyback for their vehicle.
To further investigate the vehicle owners claim, we reviewed the vehicles repair history. Based on our evaluation, we have determined that Hyundai Motor America has already offered a buyback to this customer on June 4, 2025. Our Auto Solution team is currently working with the customer on the calculations and payment process.
Thank you for allowing us the opportunity to review the situation.Customer Answer
Date: 06/10/2025
Though they have now offered a buyback after I reached out, I have been told the buyback process will now take an additional 5-6 weeks. I have already made a payment for a month I did not drive the vehicle at all, and I will be making another payment for the vehicle this month that I am also not driving it at all. On top of the month Ive already waited, why do I need to wait another month and a half and continue to pay for a vehicle I cant even use? I can go to a dealership and buy a car in 2 hours but it is going to take a month and a half from them to buy this car back from me? It doesnt make sense and it just seems like they are trying to make this as inconvenient as possible.Business Response
Date: 06/11/2025
Thank you for allowing us the opportunity to review the situation further. While we sympathize with the customer, ********************** maintains that the original position is correct. Our stance remains the same, and the standard processing time for a buyback is typically 5-6 weeks. Should the customer have made any payments, they will be reimbursed. The customer can expect their vehicle payments to be included in the calculation of the buyback amount.
Hyundai Motor America's position will remain unchanged in this matter.Customer Answer
Date: 06/11/2025
The resolution of the buyback is satisfactory, however the delay of service is not. Please explain why it takes 5-6 weeks to purchase back the vehicle, but one could walk into a dealership and purchase a new vehicle in less than a day.Initial Complaint
Date:06/02/2025
Type: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.
On a random date my car (2022 Santa Fe limited) experienced a fuel injector failure causing the car to completely turn off while in transit in a busy interstate almost causing a major accident. Luckily I had the platinum protection plan because if I did not I would have to go out of pocket for a failure that should not have happened this early with only ****** miles. Once I towed the vehicle to a hyuandai dealership in **************** I was advised that this has been a consistent problem with this particular vehicle and that it was highly possible that the other injectors would fail. The advisor attempted to get them all changed however hyaundi and the warranty did not care and only stated they could replace the failed injector even though the others were likely to fail with no indication prior to failure. I went through two different claims with no avail. Hyaundi is not taking accountability for thier failure which could end up tragically for a future family. This should be an official recall.Customer Answer
Date: 06/02/2025
The required VIN number for the vehicle is 5NMS44AL5NH448870Business Response
Date: 06/10/2025
Thank you for reaching out to Hyundai Motor America's National Consumer Affairs. We value our connection with our owners and understand their concerns. Cristian Cordova requested reimbursement for replacing three fuel injectors, costing $300., which were replaced for precautionary reasons while one injector was covered under the customer's platinum extended warranty.
After a thorough review of Mr. Cordova's vehicle repair, maintenance, and warranty history, we determined that Hyundai Motor America cannot assist with the reimbursement. This decision is based on the fact that the replaced injectors had not actually failed, and the limited warranty had expired (5 years / 60,000 miles).
We appreciate the opportunity to address this matter and regret that we are unable to provide a more favorable outcome. Thank you again for contacting us.Customer Answer
Date: 06/12/2025
the other 3 injectors were recommended by the dealer to change out for a reason as they specifically stated from thier own mouths (the dealership) that there was a higher possibility of them going out due to the first one going out and the fact that this is a known issue with this model however, hyuandai has not addressed it. I would be satisfied if it gave an error code prior to utilizing the car for safety measures but unfortunately no error code was given and the car shut off, out of nowhere, on a busy and dangerous interstate giving me absolutely no prior warning of a “failing” injector. So am I supposed to just hope and pray that nothing happens while in a dangerous highway for the sake of an injector that has a high possibility of failing? I have all threads of emails with the different parties I have talked to and documentation from the dealership recommending the other three replacements. Anytime I write them about the safety concerns I get no response.Business Response
Date: 06/13/2025
Thank you for allowing us an opportunity to review the situation further. As we do sympathize with the customer, Hyundai Motor America does believe the original position to be correct. We regret to inform you that unless additional information is available Hyundai Motor America’s position will remain the same.Customer Answer
Date: 06/13/2025
I will absolutely not accept a response from a company that is willing to put its consumers at risk for a faulty product that they refuse to accept. Even the advisor at Lakeland Hyundai stated that it is a safety risk and a problem that he sees on a day to day basis. My original post was mostly to warn potential consumers about this companies malicious practices so I will stand by this and seek no further assistance since it has been to no avail. Thank you BBB for being another platform for consumers. I will never in my life get another Hyundai product.Initial Complaint
Date:06/02/2025
Type: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.
Second owner, well maintained 2018 ******. Hyundai dealership suggested to get the engine tested for excessive oil burning. They did the oil test and verified it burned 2 quarts of oil in 1000 miles on 5/19/2025 at ******** Hyundai in *********, ** with approx 98k miles on the car. Our son who is active duty military requires reliable transportation and Hyundai denied the claim on this well known defect solely because being the second owner. Dealership said sometimes that corporate chooses to replace since this is a known issue. Very concerning that resolution is so inconsistent especially when we just purchased another brand new ****** a few months ago. Would like Hyundai to do the right thing and stand behind their product and resolve this issue. Lots of wasted time on this.Customer Answer
Date: 06/03/2025
Hi just submitted complaint #******** but i noticed the vin # had a typo. Can this be updated to ***************** please?Business Response
Date: 06/10/2025
Thank you for reaching out to Hyundai Motor Americas National Consumer Affairs. We value our connection with our esteemed owners and appreciate the opportunity to address your concerns.
We understand that you are seeking goodwill assistance for an oil consumption test. To thoroughly evaluate your request, we have reviewed the vehicle's repair history and consulted with both the customer and the service advisor at ******** Hyundai. According to the service advisor, the vehicle has been using approximately two quarts of oil over ***** miles, equating to one quart every 525 miles.
A prior authorization request was submitted on May 19, 2025, but was declined. This decision was based on the vehicle's condition being out of warranty due to its time in service and mileage. Unfortunately, under these circumstances, we are unable to extend goodwill assistance as this issue is not covered by our warranty policy.
We sincerely regret that we cannot provide a more favorable response in this instance. Thank you for allowing us to review your situation, and please do not hesitate to contact us if you have any further questions or require additional assistance.Customer Answer
Date: 06/10/2025
company states evaluated for goodwill but they keep referencing warranty policy instead. This excessive oil burning has been documented and confirmed by the dealership. What exactly is goodwill if they are simply referring to the warranty policy? Unacceptable when this is a known issue.Business Response
Date: 06/13/2025
Thank you for providing us the opportunity to further review the situation. While we empathize with the customer's circumstances, ********************** maintains that our initial position is correct. The customer requested goodwill assistance regarding oil consumption concerns. These goodwill requests are submitted by the dealer, but must adhere to warranty policies. Unfortunately, the request was declined because the issue fell outside warranty coverage due to the vehicle's age and mileage. We regret to inform you that unless new information comes to light, Hyundai Motor America's stance will remain unchanged. Although we understand the customer's situation, ********************** supports the decision initially communicated. We sincerely regret that a more favorable outcome is not feasible. Should you have additional information, please provide it for further review. At this time, no further assistance will be extended to the customer.Initial Complaint
Date:06/02/2025
Type: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.
******* has know about the issue with the ***** ***** paint used on their 2018 models and extended their paint warranty. How ever they refuse to fix the slacking paint issue unless the owner pays the labor cost. This is not right at all I have painted vehicles and heavy equipment for *********************************************************************************************** defective paint was the cause of an issue they were ********** can't say you manufacture and sell quality vehicles and not own up and take responsibility for defects that had slipped past quality control. It is part of any manufacturer to make things right with your customers. I think that ********************** needs to eat the total cost of fixing the paint issue. Customers bought the cars for dependability and most of those with paint issues are the ones that had to jump through hoops to get their engines replace for the oil consumption issue. Those customers paid out $2000 or more to go through consumption test unless their engine threw a rod. All I want is for the paint issue to be covered in full as for a loaner vehicle for those with the paint issueCustomer Answer
Date: 06/02/2025
The *** # for my vehicle is *****************Business Response
Date: 06/09/2025
Thank you for contacting Hyundai Motor America ("HMA") National Consumer Affairs. Connecting with our valued owners is important to us, but we regret the circumstances that prompted their contact. The vehicle owner indicated that they are seeking further assistance in the form of paint coverage. To further investigate the owners claim, we reviewed the vehicles repair history, recalls and campaigns, specifically Z05. Based on the evaluation we have determined that Hyundai Motor America will be working with the dealer to assist with the paint concerns. Again, thank you for allowing us an opportunity to review the situation.Initial Complaint
Date:06/02/2025
Type: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 am filing this complaint in regard to an unresolved safety concern with the exterior sensors on my 2022 Genesis GV80. I have attempted to work with Genesis Motor America (DBA Hyundai Motor America) for the past six months regarding this safety concern, but have been unable to reach a satisfactory resolution. I feel that at this point, I have no other option but to request assistance from the Better Business Bureau (BBB).I purchased a 2022 Genesis GV80 Prestige in February 2022. In August 2022, I had the vehicle in for service at Genesis of ********* and raised concerns regarding the exterior sensor system. The exterior sensors on all sides would alert unexpectedly, while stopped at a stoplight, with no other vehicles/obstacles present. The alarms consisted of parking sensors, side collision sensors, and even front end collision braking assist sensors. I subsequently had multiple other concerns with the vehicle, some much more serious, and had service under warranty on multiple occasions. Genesis of ********* has replaced the fuel pump, the limited slip differential, the motherboard, the digital dash display including speedometer/tachometer, the drivers seat heating/cooling elements, and all exterior sensors. Replacement of the exterior sensors did not correct the sensor problem.I no longer feel safe while driving my 2022 Genesis GV80. The exterior sensors continue to alert, multiple times daily, while my vehicle is not moving. I have even found myself ignoring the sensor warnings that alert while driving, as I have become desensitized to the alerts due to the sheer volume with which they occur.Genesis Motor America continues to insist that the repeated malfunction of the exterior sensors is a normal function of the vehicle operating system. My intent in filing this complaint is that the BBB will assist in facilitation of an appropriate resolution to my safety concern, and more importantly, prevent future safety issues with other Genesis vehicles.Customer Answer
Date: 06/03/2025
VIN for 2022 Genesis GV80 in question
*****************
Please note that I have multiple other documents and communications regarding this case, however, these also all have been given to Genesis *************** via email. I have also filed a BBB complaint regarding Genesis of *********, which is my only in-state contact (**). My complaint is not regarding the service provided by the local dealership, however, there is no corporate address for Genesis/Hyundai in the state of ******. The local dealership, Genesis of *********, was following the direction of Genesis ***************.
Business Response
Date: 06/06/2025
We appreciate you contacting Genesis Motor America National Consumer Affairs. We understand you're looking for assistance with your 2022 Genesis GV80, specifically regarding a potential repurchase or six months of payments, and we're sorry to hear about the difficulties you've encountered.
We've carefully reviewed your vehicle's service history in light of your request. While we take all owner concerns seriously, our evaluation indicates that your vehicle does not meet the eligibility requirements for a repurchase under your state's Lemon Law provisions. These provisions typically require claims to be filed within 18 months of the vehicle's original delivery, and your GV80 is outside of this filing period.
While we cannot fulfill your request for a repurchase, we want to help resolve any existing concerns with your vehicle. As a show of our commitment to your satisfaction and to acknowledge the inconvenience you've experienced, we're prepared to offer compensation for three monthly car payments ($1,323.71 x 3 = $3,971.13). We're also happy to assist you in scheduling a service appointment at Genesis of ********* to address any remaining issues.
We appreciate you giving us the opportunity to review your situation, and we appreciate your understanding.Customer Answer
Date: 06/06/2025
I spoke this afternoon, 6/6/25, from 2:20-2:20 pm to:
Radhika
Consumer Affairs Specialist
************
Genesis Motor AmericaShe had attempted to call me this morning but I was unable to answer. She subsequently sent a email to me with her contact information and requested a call back. I believe that the resolution response above may have been sent to the BBB before I spoke to her. Radhika indicated that she would have the matter reviewed and respond to me next week after Wednesday 6/11/25. Therefore, I do not accept this resolution. It still does not render my vehicle safe to drive.
Thank you,
***** ******
Business Response
Date: 06/11/2025
The guest's vehicle has been with the retailer for only 10 days, falling within the presumption period of the state's Lemon Law. As a goodwill gesture, Genesis provided a loaner vehicle for the repair duration. Due to part delays and technical issues, Genesis has decided to offer the customer three monthly vehicle payments as an additional goodwill gesture. We're ready to assist with any further vehicle concerns and provide necessary repair support.
While we appreciate the opportunity to review the situation again and sympathize with the guest, Genesis Motor America stands by its original decision. Unless new information becomes available, our position remains unchanged.Customer Answer
Date: 06/11/2025
The businesss assertion that the vehicle was only in the retailers possession for 10 days is false. My vehicle was at the dealer for a total of 139 days since purchase. In 2025 alone, the vehicle was at the dealer for over 60 days. I would request that the business reevaluate this false assertion. I am not attempting to file a lemon law complaint. This vehicle is unsafe to drive in its current condition due to the unrepaired sensor system. It is a safety concern for the vehicle, not anything to do with the states lemon law.Initial Complaint
Date:05/31/2025
Type: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.
2 years ago I paid out of pocket for a replacement engine because although there was a recall, my engine was not covered under factory warranty. Again this year the engine failed and *** is refusing to replace the engine. My dealership has kept this car for 2 months now. I am a teacher with children and need a car to drive. The Hyundai dealership also took weeks just to diagnose and I am extremely disappointed with the dealership as well as ***. The dealership suggested I contact BBB because they feel it is HMA responsibility to replace this engine since when I received the new one, it was covered under the factory warranty. The new extended factory warranty that was introduced after my first engine replacement in 2023. The new warranty covers replacement under 15 years or 100k miles. Vin number: km8sn4hf4hu170372Business Response
Date: 06/09/2025
Thank you for contacting Hyundai Motor America (HMA) National Consumer Affairs. Connecting with our valued owners is important to us but we regret the circumstances that prompted their contact. The vehicle owner indicated they are seeking further assistance in the form of review for an engine replacement.
To further investigate the vehicle owners claim, we reviewed the vehicles repair history. Based on the evaluation we have determined that Hyundai Motor America will not be assisting with engine replacement. Specifically, due to malfunction not related to the connecting rod bearings under the TXX8 extended warranty. The dealer determined that the malfunction is related to the **** and timing components.
In consideration of this customer, *** is offering to assist with the part with only no mark-up to replace the **** assembly and timing components. This is a goodwill gesture for this out of warranty repair.
Again, thank you for allowing us an opportunity to review the situation. We regret a more favorable response is not possible.Initial Complaint
Date:05/29/2025
Type: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.
Subject: Safety Concern 2024 Hyundai Palisade Headrest Design Component Affected: Seats / Headrest Vehicle: 2024 Hyundai Palisade VIN: ***************** Incident Date: May 10, 2025 Mileage at Time of Incident: ****** Dealer: ****** Hyundai *****, ******************************** | ************** Dear NHTSA,I am writing to formally report a safety concern involving the headrest design in my 2024 Hyundai Palisade.On May 10, 2025, my 9-year-old son briefly removed and reinserted the middle-row headrest while unsupervised. The headrest locked into place in a reversed orientation and could not be removed or corrected without disassembly by the dealership. I was charged $680 for the repair.This incident raises the following concerns:The headrest should not be capable of locking in an incorrect and potentially unsafe position.There are no warnings, labels, or mechanical safeguards to prevent reverse installation.The owner's manual provides no guidance on this possibility.This design flaw is particularly troubling in a family-oriented vehicle.Hyundai has not acknowledged fault or offered support despite the safety implications.I believe this represents a design defect with implications under FMVSS 202a and related passenger safety standards. I am therefore requesting the following:1.Full reimbursement of the $680 repair cost, which I believe resulted from a manufacturer design oversight.2.Written acknowledgment of whether Hyundai has previously received similar reports, and whether a ***************** Bulletin (TSB) or other corrective measure is planned.3.Confirmation that this report will be reviewed by Hyundais safety or compliance team.Attached is a copy of the dealer invoice (No. ******) documenting the repair.Thank you for your attention to this matter. I am available for further questions or to provide additional documentation if needed.Sincerely,Yariv GilatBusiness Response
Date: 06/03/2025
Thank you for contacting Hyundai Motor America (HMA) National Consumer Affairs. Connecting with our valued owners is important to us but we regret the circumstances that prompted their contact. The vehicle owner indicated they are seeking further assistance in the form of repair cost reimbursement on the cost incurred for the charges for the headrest repairs.
To further investigate the vehicle owners claim, we reviewed the vehicles repair history. Based on the evaluation we have determined that Hyundai Motor America will not be assisting with the repair reimbursement as the concern was caused by outside influence. Specifically, The condition was caused by outside influence, as the headrest was removed and reinserted in a reversed orientation, which is not covered by a Hyundai limited warranty.
Again, thank you for allowing us an opportunity to review the situation. We regret a more favorable response is not possible.Customer Answer
Date: 06/03/2025
Thank you for the opportunity to respond to Hyundai Motor Americas position regarding my complaint.
While Hyundai acknowledges that the headrest was reinserted in a reversed orientation, they have refused reimbursement on the basis that this constitutes outside influence. I must respectfully disagree with this conclusion, and I urge the BBB to consider the broader implications of this issue as a design flaw, not simply a matter of user error.
My position remains as follows:
The headrest should not be capable of locking in an incorrect and unsafe position under any circumstances.
There are no visible safeguards, warnings, or design features to prevent reverse installation.
The owner's manual provides no instruction or warning on this possibility.
This occurred in a family vehicle, and the reversed installation was done by a 9-year-old child a foreseeable and plausible scenario in such a context.
The only way to correct the issue was costly dealership disassembly, which resulted in a $680 charge to me.
Hyundai has provided no technical justification or engineering explanation as to why this failure mode is possible.
Hyundais refusal to take responsibility suggests they are unwilling to address a potentially widespread and dangerous design vulnerability, one that could easily affect other families and vehicles. I consider this a product safety defect, not simply a warranty exclusion.
Resolution Sought:
I continue to request:
Full reimbursement of the $680 repair.
Written confirmation of whether Hyundai has received similar complaints or issued a ***************** Bulletin.
Assurance that this issue has been escalated to Hyundais engineering or safety compliance department.
I appreciate the BBBs role in helping resolve this matter fairly, and I hope Hyundai will reconsider its position in light of the safety risk and poor customer experience associated with this incident.
Sincerely,Business Response
Date: 06/05/2025
Thank you for allowing us an opportunity to review the situation further. As we do sympathize with the customer, ********************** does believe the original position to be correct. We regret to inform you that unless additional information is available Hyundai Motor Americas position will remain the same.
As we do sympathize with the customer, ********************** stands behind the decision provided. We truly regret a more favorable response is not possible. If additional information is available, please allow us to review that information.Customer Answer
Date: 06/05/2025
Hello,
I appreciate the opportunity to work with the BBB, but Hyundai's refusal to acknowledge the design safety concern especially one easily triggered by a child in a family vehicle is deeply disappointing. I maintain that this is not a warranty issue but a fundamental design defect with potential safety implications. I have filed a report with the ********************************************** (*****) and am pursuing this further through consumer protection agencies and safety advocacy groups.
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