Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/18/2025

  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.

  The paint on my Hyundai Elantra was declared faulty. I have had to take my car into the dealer six times to have numerous parts re- painted. Several areas have had to be painted twice. This has been going on since February 2020.

  Business Response

  Date: 03/28/2025

  Since January 10, 2023, we have processed six paint claims for this client. Unfortunately, the warranty extension provided by *** restricts us to repainting only the specific areas of the vehicle that exhibit faults during the time of service. As part of this process, we are required to submit photographs of the affected areas to ***, and their approval for paint coverage is contingent upon these images. While we understand that repainting the entire vehicle would be more efficient, we must adhere to **** policy, as they are responsible for authorizing and funding these repairs.
  We encourage client to continue working closely with HMA (Hyundai Motor America), as the control over these decisions ultimately lies with them, not Ontario Hyundai. Thank you.

• Initial Complaint

  Date:11/07/2024

  Type:Sales and Advertising 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.

  I recently took my vehicle to the business in order to have a number of recalls resolved on the vehicle. The business serviced the vehicle, and sent me a website with a number of recommendations for further maintenance. Each of these recommendations included a price estimate. No context was provided with these price estimates other than the price itself. Among these recommendations was one with a price estimate of $0.00. I selected that recommendation, along with some options listed as "critical", believing that the total cost shown was within my price range. When I arrived at the business to collect my vehicle, the price that I was informed of was twice the price that I was shown in the estimate. When I inquired about the difference, I was told that the estimate I was shown was merely for the cost of labor, and did not include the price of the part being replaced. However, this important piece of context was never explained to me, not through the provided website, nor any followup calls regarding the vehicle. I was given a 15% discount, but had I known that the price existed for the part, I would've never selected it, as it was a superficial part to replace.

• Initial Complaint

  Date:02/06/2024

  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.

  My car is a 2019 Hyundai Kona, I have had my car for two years it has ****** miles. *** the manufacturer does not want to cover my engine to be replaced it is a damaged and defective engine. *** I dont understand how it is not covered by the ******* mile warranty.

  Business Response

  Date: 02/18/2024

  As of last week, the vehicle is currently at Ontario Hyundai. The customer is the 2nd owner and purchased elsewhere. We submitted the case for a check engine light and engine knocking to Hyundai Motor America for goodwill assistance and we were declined for being too far out of warranty.  The photos we submitted to HMA show a lot of sludge accumulation in the engine, indicating a lack of maintenance which could be another reason why HMA denied the claim.

• Initial Complaint

  Date:10/02/2023

  Type:Sales and Advertising 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.

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at the moment.

  Hyundai Ontario has been really helpful and assisting me to resolve this issue with Hyundai Corporation its still under investigation.  Hyundai Ontario has really showed interest with my concerns and provided a Loaner car while this case is under review.  
  

  thank you Hyundai Ontario.  
  

  thank you 

  i

  *************************;

  Business Response

  Date: 10/18/2023

  Thanks for the opportunity to give a response.  We take customer concerns very seriously and in this case we provided our customer with a vehicle to use while we looked into the matter.  After speaking with HMA, we have instructed the customer to open a case with HMA. The dealership has also notified HMA of this matter.  It is our understanding that HMA and the customer are in communication with each other and when necessary we are assisting.

• Initial Complaint

  Date:03/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   I am rejecting this response because:
  What they offer me was $500 to resolve my complain. What i was e-sign was free of charging 1/2 an hour everyday for 2 years. 

  If you calculate that should be around $5000. The 250 kwh was never brought up. Never mentioned. Never explained by Hyundai employees when I purchased the vehicle. Again, the hyundai employees can not tell customer that i will get 2 years free charging when the the reality is it’s not even true. This is misleading. And the $500 more like a charity than a goodwill to take responsibility for the mistake that was made.  
  
  

  I got from ****. And he said he’ll look into it. So clearly these sales people have no clues and no knowledge of the product that they are selling!
  Days after, **** finally called me and confirmed it was 250 kwh not 1/2 free charging for 2 yrs. And I asked him to be responsible for the misinformation that they have been telling me. And so he promised to call me the next day. Which he didn’t. And. I called everyday for **** and *****. And nobody returned my calls. Until finally one day ***** returned my call just to say “there’s nothing that i can do”
  And this response was so disappointing. So I’m here demanding what I was promised! And Ontario hyundai needs to be responsible for this misleading information. This company can’t say something but turns out to be not true.

  Business Response

  Date: 03/23/2023

  Ms. ***** signed the Electrify America agreement, noting the max of 250 KWH free charge. We offered guest an additional 1400 KWH of free charge for customer satisfaction. Ms. ***** stated she will talk to her husband and get back to us. We will update the BBB if we receive further correspondence. We appreciate Ms. ******* business. 

• Initial Complaint

  Date:08/05/2022

  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 2021 Hyundai Kona EV, the car is brand new but after a year the EV battery malfunctioned and I wasn't able to drive the car. It started on 7/31/2022, I have to worked that night and used my wife's car. I wasn't able to contact the dealership until a day or two about the problem. I spoke to ****** from Service Dept. and he told me that they don't have EV specialist on site to diagnose the problem. I asked if they can give me a car rental and ****** said that they can't give me a car rental until they have diagnosis on the vehicle. So I didn't get my car rental until 8/3/2022 and he told me that the problem is the battery and it can take 2 to 3 weeks to get it fix, He also told me that they will pay for the gas and car rental, he also mentioned they don't have an extra battery and it will shipped from *****. When I was at the car rental the guy who was helping me told me that he have another Hyundai customer with same problem is renting a car for over a month. I also heard him spoke to ****** for how long am I going to use the car rental and I heard over the speaker phone ****** said a month. I also made some phone calls to Hyundai corporation to find out what's covered and that's when I found out that will only cover the car rental. I told them that they should cover the gas expense also since I leased a EV. So a filed a complaint and specialist called me 8/5/2022 her name is ******** and told me that they are not going to pay for the gas. Hyundai Consumer Affairs Case#: ********. She offered to prorated my monthly lease and that's all she said that Hyundai will do. I have to call in late for work because I have to wait for my wife's car, she was also working on those days.

  Business Response

  Date: 08/12/2022

  We would like to apologize for Mr. ********* concerns regarding his EV battery. As a Hyundai dealer we do everything we can to assist our customers in a timely manner, but we are also required to follow Hyundai protocols on all warranty related issues such as a concern with an EV battery. 

  
  

  We submit all pertinent technical and diagnostic information to Hyundai Motor America for their review. They, in turn, respond with authorization for warranty repairs, as well as authorization to place our customer in to a rental, thankfully at no charge to the customer. Since your vehicle came into the dealership on a Sunday (July 31) we are required to diagnose and submit for warranty authorization during regular Service Department business hours, and we provided you with a rental within just a few short days (August 3)

  
  

  In regards to parts and batteries, it’s also Hyundai Motor America who provides our dealership with the replacement parts. There is currently a shortage of parts and many items are on backorder.  It is unfortunately beyond our dealership's control to determine when the parts will be available. Our backorder ETA currently shows December and into January next year to for us to receive those batteries and unfortunately that is subject to change. We know and understand how frustrating this is for our guests.

  
  

  In regards to gas reimbursement, this is at Hyundai Motor America's discretion since they are paying for repairs and the rental. We are pleased to know that they have offered to prorate your monthly payment while also paying for the rental you are driving. The proration of your payment should help offset the cost of gas. Following HMA's protocol, we, on the dealership level, are unable to provide gas or reimbursement of gas charges.  

  
  

  We will continue to monitor the status on your battery and will do everything possible to expedite the installation once it arrives.