Complaints

This profile includes complaints for Hyundai Motor America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hyundai Motor America

  10550 Talbert Ave Fountain Valley, CA 92708-6031

  
• 

  Hyundai Motor America

  9250 NW 25th St Doral, FL 33172-1503

• 

  Hyundai Motor America

  PO Box 9070 3400 Rt 42 Turnersville, NJ 08012-9070

• 

  Hyundai Motor America

  1122 Cranbury South River Rd Jamesburg, NJ 08831-3405

• 

  Hyundai Motor America Corp

  1705 Sequoia Dr Aurora, IL 60506-1033

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:04/22/2025

  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.

  I am filing a formal complaint against Genesis Motors USA for false advertising and failure to provide promised services under its warranty program.Genesis publicly advertises 24/7 roadside assistance and towing to an authorized repair facility for 5 years/unlimited miles anywhere in the *** or ****** with all new vehicles. My two month old 2025 Genesis GV80 became fully disabled (dead) on Sunday, April 20, 2025, and despite calling first thing Monday morning, I was first told they couldn't help me at all, and I should call me automobile insurance company. I then elevated it to a supervisor level, and was then told to wait up to 24 "business" hours for a response, and then that response arrived and was "we may be able to help, but be advised that no tow would be dispatched for up to 3 business days." It is now Tuesday and I have still received no contact or service whatsoever. This is not 24/7 support. It is misleading advertising that left me stranded and disrupted my business operations. My vehicle is used for critical work-related travel, and the delay has caused direct financial loss. Genesis has failed to honor its warranty or service commitments.I am requesting BBB assistance in compelling Genesis to provide the promised service and correct its false advertising practices.

  Customer Answer

  Date: 04/22/2025

  the requested VIN: *****************

  

  Business Response

  Date: 04/30/2025

  Thank you for contacting Genesis Motor America (GMA) 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 a roadside assistance tow. To further investigate the vehicle owners claim, we reviewed the vehicles repair History. Based on the evaluation Genesis Motor America has provided a special tow reunite service for more than 150 miles to the guest on 4/22/2025. Again, thank you for allowing us an opportunity to review the situation. 

• Initial Complaint

  Date:04/21/2025

  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.

  I leased a 2025 Hyundai ****** on March 15th 2025 with less than 10 miles on it. After driving the vehicle another 10 miles the screen broke and burnt into the screen. This is a safety issue as when it is happening I cant properly use my backup camera. The vehicle was first serviced for this issue on 3/17/25 and was not fixed. It was then serviced again 3/20/25 with no resolution. A third attempt was made on 4/09/2025. It is now in the shop again as of 4/11/2025 with no resolution. The car has also been in the shop for around 15 days since Ive purchased it. In addition to the screen issues the vehicle has also had issues starting where it gets locked in accessory mode and the break gets locked. The vehicle has also been serviced multiple times for pulling to the left when driving and has needed two alignments since its purchase date. Under massachusetts lemon law 3 fixes deems a vehicle a lemon and this vehicle is now in for repair number 4. I have tried to initiate the buyback process with Hyundai corporate and they have denied my request. I would like a resolution for this issue and my car bought back as it is a lemon.

  

  Business Response

  Date: 04/24/2025

  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 replacement/repurchase. To investigate further, we have reviewed the vehicles repair history, warranty coverage information, and Massachusetts Lemon Law. Based on the evaluation, we have determined that the vehicle does not qualify for a remedy under the applicable states law because there was not an unreasonable number of repair attempts or time out of service for an issue that substantially impaired vehicles use, value, or safety. Again, thank you for allowing us an opportunity to review the situation. We regret a more favorable response is not possible.

  Customer Answer

  Date: 04/28/2025

  I am writing to formally request a review of my case under the Massachusetts Lemon Law. Despite clear documentation showing that my vehicle qualifies under this statute, Hyundai has failed to provide an adequate resolution. I have made multiple good-faith attempts to allow Hyundai to repair the same recurring issue. Specifically, the vehicle has undergone four separate repair attempts for the same defect and has been unusable and in the shop for a total of 15 days due to this issue.
  
  These repeated failures to permanently resolve the problem have significantly affected the reliability and usability of the vehicle. I have submitted all relevant repair records to demonstrate this history, and I believe the situation meets the standard for a vehicle buyback or replacement under consumer protection guidelines.
  
  I respectfully request that the BBB review this case and encourage Hyundai to reconsider their decision, as my vehicle clearly meets the criteria for relief. I am seeking a fair and timely resolution to this matter.
  
  

  

  Business Response

  Date: 05/02/2025

  Thank you for allowing us an opportunity to review this situation further. With the additional accumulated days down at ***** Hyundai by reason of repair now that the concerns have been identified, Hyundai Motor America has offered to repurchase Ms. ******** vehicle as it would now appear to meet state Lemon Law criteria. Further documentation has been requested from Ms. ******* for this process to proceed promptly.
  
  
  Again, thank you for allowing us an opportunity to review the situation.

• Initial Complaint

  Date:04/21/2025

  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.

  I have a 2018 Hyundai ****** that's financed through Hyundai Motor Finance that consumes way too much oil. I did the oil consumption test at the dealership and they agreed that it consumes too much oil but Hyundai doesn't want to cover the costs to install a new engine. My VIN number is *****************. There are many others who have the same issue with 2018 Hyundai Sonata's. Hyundai doesn't cover replacements until the engine blows and that's a dangerous risk and is putting my own and other driver's safety on the line.

  

  Business Response

  Date: 04/28/2025

  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 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 the re-iteration of the Engine coverage. Specifically, due to this, the condition did
  not arise during the applicable manufacturer's limited warranty period. Customer is subsequent owner outside of warranty. Subsequent Hyundai owners have 5 years and ****** miles warranty.
  The vehicle is more than 07 years old, and it is over ****** miles. Again, thank you for allowing us an opportunity to review the situation. We regret a more favorable response is not possible.

  Customer Answer

  Date: 05/01/2025

  Hyundai knows the issue and does nothing about it. My car has been consuming way too much oil since the first year that I got it (WHEN IT WAS STILL WITHIN THE WARRANTY) I've been pouring money into trying to repair the issue but nothing works because the engine has been c*** from the beginning. There's a ******** group with over ***** people who have the same issue with too much oil consumption on their Hyundai vehicles. I guess my only option is to trade it in for a car from a different company. I'll never recommend Hyundai to anyone. They refuse to cover the white paint issue as well even when I had it checked before the warranty expired but they're trying to say I didn't. Hyundai is a joke, never again 

  

  Business Response

  Date: 05/02/2025

  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 to the vehicle's engine. To investigate further, 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 repairs to the engine. Specifically due to, the customer is a subsequent owner of the vehicle (the warranty coverage ended at 5 years/60,000 miles, whichever comes first), and the vehicle is currently outside the warranty period by both time and mileage. The vehicles Date of First Use was 10/2/2017 and currently has ****** miles. We have also verified that there is no extended warranty available for this vehicle.
  
  
  Concerning the repairs to the paint, we can schedule the customer in at the dealership to request that they review the details with Hyundais ******************** This has been communicated to the customer and the dealership has been contacted.
  
  
  Again, thank you for allowing us an opportunity to review the situation. We regret a more favorable response is not possible.

• Initial Complaint

  Date:04/20/2025

  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.

  Date: 11-08-24 My car broke down due to the motor malfunctioning due to a serious recurring problem known to occur with Hyundai motors, and I required towing to a Hyundai dealership to be repaired. Upon contacting the ********* Hyundai dealership of *****, I was told that the Hyundai corporation would reimburse me for the towing after my car was repaired. I have submitted Hyundai's required paperwork for reimbursement multiple times, and I have spoke with the Hyundai corporation multiple times. Each time that I have submitted all the information, which they requested, I get no response. After waiting at least for weeks with no response, I contact them again, and they change what information that I need to submit to be reimbursed. I again follow their instructions and submit the requested information, but again I hear nothing. This has played out a handful of times, and I still have not been reimbursed for the towing expense, as the Hyundai corporation promised. My car repairs were completed in November of 2024, and I would appreciate any assistance in obtaining the promised refund for my towing expenses.

  

  Business Response

  Date: 04/30/2025

  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 Tow reimbursement. To further investigate the vehicle
  owners claim, we have reviewed the vehicles repair history, repair orders and tow receipts.  
  
  
  Based on the evaluation, we have determined that Hyundai Motor America will reimburse the customer for out-of-pocket expenses of $1101.95 as a goodwill gesture. A check has been issued and has a Check date of 5/1/2025 meaning the customer should expect a check 7-10 business days from this time.  Thank you for allowing us an opportunity to review the situation. 

• Initial Complaint

  Date:04/20/2025

  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.

  On 03/22/2025, I took my car into ********* Hyundai because of engine shuttering. Riverside Hyundai discovered foreign fragments in my cylinder from the piston and stated they had never seen this issue before. Their diagnosis was engine replacement at an estimated cost of approximately $7,500 for the engine and $3,168 for labor for a total amount of $10,668.Searching for answers, I quickly came across the Hyundai Elantra Piston Defect Class Action Lawsuit ****** v. Hyundai Motor America), which pertains to an engine piston defect not properly heat treated affecting the same year and make of my 2019 Hyundai Elantra. The class action lawsuit related to a defect found in certain Elantras equipped with Nu 1.8L engines. Although this defect is specifically tied to issues within the pistons, which are a critical component of the engine responsible for generating the force necessary to power the vehicle. The defect can ultimately result in total and irreparable engine failure. This failure leads to a loss of engine power, power steering, and brake assistance, all of which pose significant safety risks.While this class action suit has settled, and is an important step in addressing the engine defect that has already impacted many vehicle owners, I believe that the scope of the class action lawsuit was not broad enough, as it failed to include all vehicles that could potentially be affected by the same or similar defects, speci??cally Hyundai Elantras with different engine types, like the one in my 2019 Hyundai Elantra. Although my Elantra is equipped with a different engine, I believe that the defect that was present in the class action suit, is the same defect that caused this damage to my engine. I also came across images of the defect online which seem identical to damage caused to my engine. Riverside Hyundai has denied my request for a good faith replacement engine and we are still waiting on a reply from Hyundai.2019 Hyundai Elantra - *****************

  

  Business Response

  Date: 04/28/2025

  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 Mrs. ******** ******** indicated they are seeking further assistance in the form of repair to engine. To investigate further, 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 repairs to engine replacement. Specifically due to this, the condition did not arise during the applicable manufacturers limited warranty period. The customer is a subsequent owner of the vehicle (the warranty coverage ended at 5 years/60,000 miles, whichever comes first), and the vehicle is currently outside the warranty period by both time and mileage. The vehicles Date of First Use was 01/28/2019 and currently ****** miles. We have also verified that there is no extended warranty available for this vehicle. Again, thank you for allowing us an opportunity to review the situation. We regret that a more favorable response is not possible
  
  

• Initial Complaint

  Date:04/19/2025

  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.

  On 3/24/25, while driving on the interstate, my vehicle displayed a "hybrid systems warning! Safely stop and do not drive." message. The vehicle lost the ability to accelerate. After being towed to the dealership, I was told that it was a hydraulic power unit issue and would cost ~$4500 to fix. Now, today, 4/19/25, I received a recall notice for campaign #*** (Anti-Lock Brake System Module). After doing some research on the issue that my car encountered and seeing the recall notice, I believe that the issue that happened to my car on the interstate was a direct result of a manufacturer's error. The dealership informed me that the issue was not one that fit under a recall, and that I would be charged the $4500 if I wanted them to fix the vehicle. The dealership stated that they fixed the *** issue and closed recall #***. Therefore, I am seeking your help to rectify this issue. Thank you.The VIN number for the affected vehicle is *****************.

  

  Business Response

  Date: 04/24/2025

  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 your contact.
  The vehicle owner indicated they are seeking further assistance in the form of repairs under recall coverage. To further investigate the vehicle owners claim, we reviewed the vehicles repair history and recall applicability.
  Based on the evaluation, we have determined that Hyundai Motor America will not be assisting with the repair request. Specifically, due to the following reasons:
  The issue with the hydraulic power unit is not related to Recall #***.
  Recall #*** addresses an issue where the applicable vehicles may develop an electrical short in the Anti-Lock Brake System (ABS) module, increasing the risk of an engine compartment fire.
  The repair required for your vehicle does not align with the conditions covered under this recall.
  Again, thank you for allowing us an opportunity to review the situation. We regret a more favorable response is not possible.

• Initial Complaint

  Date:04/16/2025

  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.

  April 15, 2025, I stayed on the phone for 1 hour with Hyundai Finance being transferred to one division to another without any help. I have a disability and cannot hear or understand foreign tones; instead of transferring me, these individuals would hang up the call on there ******* person spoke slowly and clearly so that I could understand but transferred me only for that person to transfer me back to customer service.I have a 2024 Kona that appears to be a lemon and is in the process of a buy back. i simply wanted to know whether or not would continue making the payment that was due the 10th of each month.I have always been on time but was not sure what to do now in light of ghe buy back.The person faciliating the buy back with Hyundai claimed that she had sent me an email which I never received from customer service. Neither did the local ********************** location in ***********, ** receive any email. I called back several times and the respresentative would not call me back.When I finally got the Hyundai customer service person, even though we had just spoken, she wanted all the identifying information again which I could not do as a result of anxiety. I am asking to give an identifying code instead. The email system needs to be addressed as due to my disabilities, email if the best form of communication not phone where I am challenged on some days.

  

  Business Response

  Date: 04/18/2025

  Hyundai Motor Finance (HMF) has contacted the customer and a message was left on 4/18/2025 to discuss their concern. We will follow up with the customer in 2 business days from initial contact.

  Customer Answer

  Date: 04/21/2025

  To my knowledge no message was left.

  The case management person is playing games by refusing to  understand that I am NOT

  getting any of her so called sent emails; Also, the local Hyundai dealership, *******, have repeatedly forwarded

  the necessary documents to complete the buy back.

  This going back and forth is a way to

  stall taking action. The vehicle is a lemon; There has been reports of these

  vehicles catching fire, etc. There are serious problems with the KONA.

  The management person's communicating system is NOT working; I am not receiving any of her emails

  and I did not even have the case number.

  No I do not accept this avoidance of responsibilities.

   

   

   

  

  Business Response

  Date: 04/25/2025

  While Hyundai Motor Finance (HMF) is sensitive to the concerns of *** ***, it appears there may be some confusion as to whom this complaint should be routed.  *** is an indirect automotive finance company and did not manufacture the vehicle, and as such, HMF would not be responsible for its performance or buyback.  For concerns related to the buyback of her vehicle, *** *** should contact the original engine manufacturer, Hyundai Motor America, at **************.

  

  Business Response

  Date: 04/30/2025

  The *** provided is not a valid Hyundai ***. Please provide the correct *** for assistance. 

  Customer Answer

  Date: 05/01/2025

  The case number is ******** with Hyundai Case Management

  VIN no. KM8 HB3 ABX RU 135292

  The case managers supervisor advised me to take this 2024 **** to another dealership.

  The lemon law in NC states 4 times for the same problem.

  I have taken the vehicle to Sports ***** for the same problem of vehicle completely

  stopping, losing all power in the middle of traffic. However, the case manager, *****, would not allow me to speak

  with her superior. I reject this .

   

  

  Business Response

  Date: 05/06/2025

  The customer's case was reviewed and the vehicle does not qualify for a repurchase under NC lemon law. The dealership has been unable to duplicate the customer's concern, and has deemed the vehicle is operating as designed. The customer can take the vehicle to a different dealership to have the concerns investigated, and if the dealership can duplicate the concerns, then the customer's case can be reviewed once again to see if the vehicle qualifies for a repurchase. 

• Initial Complaint

  Date:04/14/2025

  Type:Sales and Advertising 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 car with 0 miles. Around 30k miles. My transmission starting having trouble. My transmission was replaced but took 45 days. I immediately called hyundai motor America for the lemon law and open an official complaint. They made an offer 10/2024 but never provided an amount. They are now saying they will buy my vehicle but are now saying any exterior damage needs to be fixed before they buy it back but the exterior is not apart of my warranty or transmission issues. They are committing fraud and bullshitting me. I want my money back. I accepted an offer in 2024 and I still never received a buy back amount. I am still having issues with the car. I want it replaced now since the economy is on a decline I cannot afford another new car.

  

  Business Response

  Date: 04/25/2025

  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 Lemon Law repurchase and receiving a calculated offer. To further investigate the vehicle owners claim, we have reviewed the vehicles prior claims, repair history, and repurchase offer.
  
  We have tried to contact the customer to gather more information regarding the exterior damage(s), however, we were unable to speak with the customer directly. In order for us to proceed with the repurchase process, we are requesting an estimate to have the exterior damage(s) repaired, as well as clear photographs of the mentioned exterior damages. We will continue to make an attempt to contact the customer via telephone and e-mail. 
  
  Again, thank you for allowing us an opportunity to review the situation.

  Customer Answer

  Date: 04/29/2025

  my car is at ******** Hyundai. There is no need for me to get an estimate when they can call the dealer and get the estimate themselves. From their dealership. As soon as possible. I am disabled.

  

  Business Response

  Date: 05/13/2025

  Please note this case is currently under re-review as per Legal directive we are waiting response from the service manager regarding the status of the vehicle and estimate cost for repairs for the damage relating to an outside influence in order to proceed with the repurchase.
  
  Thank you for your time and assistance.

  Customer Answer

  Date: 05/15/2025

  I called them when my car was placed at a Hyundai dealership so be fixed. They are playing games. This is the what theyve been doing since I made my complaint with them last year. They have been evaluating since 2024. I want an answer. They have had multiple people handle my case and Im still at square one 

• Initial Complaint

  Date:04/13/2025

  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.

  2017 Hyundai Elantra, white paint peeling and chipping. Significant chunks of paint are now missing on the passenger side front fender, above the passenger door, and on the trunk. Hyundai has an extended warranty for 6 years after the first purchase. I bought my car used from CarMax in 2202, and the paint on my car began peeling in late 2024, outside of the current warranty. I had the warranty disputed and denied through Hyundai corporate and the BBB. This is a prevalent issue considering the number of people who have submitted complaints and attempted to have the issue resolved. My car also has very small chipping in a bunch of other places and will likely get worse. Hyundai used cheap and faulty paint and refuses to acknowledge the issue. I doubt Hyundai will ever pay to have the paint repaired, but I still want to file a complaint.-VIN: *****************

  

  Business Response

  Date: 04/23/2025

  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 in the form of repair to paint. To investigate further, 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 repairs to paint. Specifically due to, the condition did not arise during the applicable manufacturers limited warranty period. The customer is a subsequent owner of the vehicle (the warranty coverage ended at 5 years/60,000 miles, whichever comes first), and the vehicle is currently outside the warranty period by both time and mileage. The vehicles date of first was 05/17/2017. The customer purchased the vehicle on 08/28/2024 and currently has ******* miles. We have also verified that the vehicle had **** extended warranty for white paint (the **** extended warranty ended at 6 years from the date of original retail delivery or date of first use, whichever comes first.)
  Again, thank you for allowing us an opportunity to review the situation. We regret a more favorable response is not possible.

  Customer Answer

  Date: 04/23/2025

  
  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:04/12/2025

  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.

  On March 21, 2025, our 2017 Hyundai Santa Fe Sport (purchased for $22,000 in Dec 2019 from Atlantic Hyundai in **********) suddenly lost power and shut down on a major road in ***********, **. It was towed to a certified mechanic who diagnosed engine failure. On March 24, we had the car towed to Atlantic Hyundaithe same dealership we purchased it from. ***************** Manager ***** *** confirmed the failure and requested service records. After reviewing, he stated the vehicle had been well-maintained according to Hyundais policy and should be covered under the warranty. Despite this, Hyundai Motor America denied the claim. Both ***** and the Service Director were shocked and disputed the decision, but Hyundai still refusedand instructed them not to share the reason unless we picked up the car, which would close the case. I contacted Hyundai customer service and spoke with *****, who was dismissive and wouldnt even try to locate our case. I had to end the call due to her unwillingness to help. I then emailed Hyundai asking for a written explanation so I could respond properly. Instead, they sent a vague message saying the decision was final with no reason given. They also now require records be mailed to **********, though I live in ** although they previously accepted digital files. This feels like a delay tactic. On April 7, Hyundai called saying theyd review the case. On April 10, they requested records from ****** milesdespite us buying the car at ****** miles. We do have those records, but its unreasonable to blame engine failure at ****** miles on service history before our ownership. The car was consistently maintained by certified mechanics. Hyundai has a known history of engine failures. While this VIN isnt recalled, the pattern is there. We ask the BBB to help us: -A fair review of the claim.-Either engine repair or compensation matching the ****** Blue Book value. -receive written reason for the denial. Thank you.

  Customer Answer

  Date: 04/14/2025

  VIN: *****************

   

   

  

  Business Response

  Date: 04/22/2025

  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 Customer seeking engine repair or compensation matching the ***** Blue book value. To further investigate the vehicle owners claim we reviewed the vehicles repair history, photographs, etc. Based on the evaluation we have determined that Hyundai Motor America will not be assisting with engine repair.
  
  Specifically due to, The vehicle was not maintained in accordance with the requirements set forth in the Owners Manual and that we do not believe that the ENGINE failed as a result of defect in materials or workmanship.
  
  Again, thank you for allowing us an opportunity to review the situation. We regret a more favorable response is not possible.

  Customer Answer

  Date: 04/23/2025

  At this point, I am beyond frustrated with Hyundais repeated refusal to provide a real explanation for why my engine warranty claim was denied. For over a month, Ive received the same canned, generic response that the vehicle was not maintained in accordance with the Owners Manualyet no one at Hyundai has provided a single specific example or piece of evidence to support that claim.
  
  The Owners Manual is over 500 pages long, and Hyundai expects me to somehow guess what they believe I did wrong. That is absolutely unacceptable and completely unreasonable. If Hyundai truly believes its decision is justified, then it should be able to clearly state:
  
  What exact maintenance item was missed or done incorrectly?
  Which page or section of the Owners Manual this references?
  What documentation or evidence Hyundai used to reach this conclusion?
  
  To make matters worse, this situation feels particularly cruel and predatory. I am a widow, and Hyundai seems to have no issue stringing me along for weeks, recycling the same vague excuse while hoping Ill give up. This is not just about poor customer serviceits about a company refusing to take accountability while taking advantage of someone they assume wont fight back.
  
  This vehicle has been properly maintained, and I have submitted more than enough documentation to prove that. Hyundais refusal to acknowledge itand its lack of transparencyreeks of a broader effort to avoid responsibility for the very same engine problems that have already triggered multiple class action lawsuits, past settlements, and new legal actions still in progress.
  
  If Hyundai continues to hide behind this vague language and fails to provide a clear, detailed, and fact-based explanation for this denial, I will escalate this further through legal action, media exposure, and formal complaints to the Attorney General, *****, and FTC.
  

  

  Business Response

  Date: 04/25/2025

  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 Engine replacement. To further investigate the vehicle owners claim, we have reviewed the vehicles repair history and photographs. Based on the evaluation, we have determined that Hyundai Motor America will not be assisting with an Engine replacement.
  
  Specifically due to, the vehicle was not maintained in accordance with the requirements set forth in the Owners Manual. There are maintenance gaps from ****** miles to ****** miles.
  
  Due to the visual condition of the valvetrain and the incomplete oil change history. Hyundai Motor America requires additional oil change records to determine if this engine oil was changed in accordance with the maintenance schedule for the entire service life of the engine. Hyundai may review the request again if the customer is able to submit additional maintenance records.
  
  Again, thank you for allowing us an opportunity to review the situation. We regret a more favorable response is not possible.

  Customer Answer

  Date: 04/29/2025

  Your refusal to cover the engine replacement is completely unacceptable. We have submitted oil change records repeatedly seven times yet you continue to claim there are no records between ****** and ****** miles. Thats flat-out false. Either you havent reviewed what we sent, or youre choosing to ignore it to avoid honoring the warranty. At this point, your behavior looks deliberately deceptive.
  You also claim the first year of service is missing. That service was complimentary and done at your dealership so if those records are gone, thats Hyundais failure, not ours.
  Citing a visual inspection and pretending theres a gap in maintenance doesnt override the fact that weve shown clear, consistent care for the vehicle. Under the ********-**** Warranty Act, Hyundai cannot deny a claim based on arbitrary standards or missing paperwork when weve clearly maintained the car in good faith. You have no proof that lack of maintenance caused the failure because it didnt.
  Were done playing games. This is your final chance to resolve this before legal action.
  
  Either:
  Reopen the case and approve the engine replacement, or
  Issue a check for $9,000 to settle this and well walk away.
  Frankly, youre lucky were not demanding reimbursement for the car insurance weve been forced to continue paying on a non-drivable, defective vehicle that your company refuses to stand behind.
  Were fully prepared to pursue this in court and report this behavior to every consumer protection agency necessary. You have one last opportunity to make this right.