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:05/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vehicle was brought into dealership to initiate 2018 Hyundai Elantra recall on anti-theft, while vehicle was being serviced a 2nd recall for ECM was performed, unbeknown to customer until after it was conducted. Approx. 2wks later vehicle failed to power up and was towed to dealership. Customer was notified a couple days later by technician that engine failed. Face to face request from customer to ********************** mgr for another review, Service manager initiated review by lead mechanic and customer was advised by same technician engine would need to be replaced, technician emailed estimate of work to customer. Customer initiated a PA with ********************** Motors USA, month or two later a determination was provided to customer that vehicle was out of warranty. No one addressed the fact that the recall could be the culprit, vehicle was towed from dealership by demand of Cocoa Hyundai mgmt. Customer was charged for diagnostic conducted on vehicle, Receipt given to customer noted refusal of the ****** estimate of the tear down to determine what caused the issue of engine failure. Vehicle is still inoperable, payments still being made on vehicle loan with balance of 8500.

  Business Response

  Date: 05/07/2024

  Vehicle was serviced by dealership on 01/11/2024. Customer came in for two campaigns covered under Hyundai Motor America warranty. Customer signed and dated repair order stating both campaigns to be completed on that day of service. Attached is the documentation showing customer signature. First Campaign was 993 anti-theft software upgrade. Second Campaign was 968 ECM software update-Fuel system readiness monitor diagnosis. Neither Campaign update would cause the issue in customers internal engine failure. Customer Came in 20 days later on 01/31/2024 stating vehicle would not start. After inspecting vehicle found engine not to have any compression in cylinders 1, 2, 3, 4. Cocoa Hyundai Service manager talked to customer and her mother stating we would submit a case to Hyundai Motor America to see if any goodwill towards engine failure could be honored. Hyundai Motor America response was to have customer pay to further diagnose vehicle and remove cylinder head. They wanted to have a determination on what was causing the internal failure in engine. Cocoa Hyundai contacted customer to let them know that it would be there responsibility of $800.00 to move forward on what causing engine failure. Customer did not want to pay for further diagnostic and engine teardown. Customer was given ********************** Motor America consumer helpline. Consumer help line also declined to pay customer diagnose and remove cylinder head removal for further inspection. Vehicle was on Cocoa Hyundai property for 3 months and customer contacted and asked to remove vehicle since no resolution for repairs was resolved. 2018 Hyundai Elantra second owner warranty coverage is 5 Years or ****** miles.

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21676300
  
  I am rejecting this response because: Upon recent receipt of vehicle the attached items were left on hood of vehicle when picked up from tow, I'm uncertain if these were replaced or just removed from engine during review of concerns. As I stated before the vehicle was not under any concerns prior to being serviced for recalls, now we're left with an inoperable vehicle, the ****** requested for tear-down would be in addition to repair and this is an excessive amount of funds @ this time due to the vehicle continuing to require monthly finance charges, in it's inoperable state.
  
  Sincerely,
  
  Tongerla *******

  Business Response

  Date: 05/20/2024

  Cocoa Hyundai dealer agreement with Hyundai Motor America is that all service campaigns must be performed when vehicle is in dealership service possessions. If customer is stating that ********************** CAMPAIGN 968 ECM SOFTWARE UPDATE is the cause of motor failure then that would be between the Customer and ********************** Motor America. 

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21676300
  
  I am rejecting this response because: Hyundai America denied complaint solely due to warranty out of date, no one seems to accept responsibility of tasks completed and the repercussions that followed. As for proper customer **********************, I am including a  picture of the items left on car seat when vehicle was towed from Cocoa Hyundai to residence, which shows that vehicle was dismantled and returned in that manner.
  
  Sincerely,
  
  Tongerla *******