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:05/08/2025

  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.

  Subject: Formal Complaint Regarding Unresolved Vehicle Repair and Unjustified Charges To Whom It May Concern,I am writing to formally express my dissatisfaction regarding the ongoing repair of my Hyundai vehicle, which has now been in your service center for approximately four months.The initial issue was a damaged engine, which I entrusted to your facility for repair. Throughout these four months, I have been consistently assured that the vehicle would be ready soon, only to face continuous delays without clear explanations. Despite this extended timeline, I have been patient and cooperative, trusting your service.However, I was recently informed that an additional part is now required, and that I am expected to cover the cost. I must firmly state that I do not agree to pay for any further parts or labor beyond the original agreement. After such an unreasonably long wait and lack of transparency, it is unacceptable to impose unexpected charges at this stage.I consider this a breach of trust and possibly a violation of consumer rights. If your service team failed to diagnose the full extent of the issue from the beginning, the burden of that oversight should not fall on **** hereby request:1.That the necessary part be installed at no additional cost to me.2.That my vehicle be fully repaired and returned to me within 7 business days from the date of this letter.3.A written explanation of the cause for the delay and the reason this part was not identified earlier.If my request is not fulfilled within a reasonable time, I reserve the right to file a formal complaint with Hyundai corporate, the Better Business Bureau, and my local consumer protection agency.I hope for a swift and professional resolution to this matter.Sincerely,********** ******** Hyundai ioniq 2020 VIn *****************

  

  Business Response

  Date: 05/09/2025

  Aloha **********,

  
  The manufacturer will take care of any warranty repairs for issues related to workmanship or craftsmanship. However, anything related to flood damage isnt covered under their warranty for that, youll want to start a claim through your insurance.

  
  Mahalo,

  **** Group Autoplex
  ***********************************, 
  *******, HI 96797
  Office: ************
  
  ********************************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 05/11/2025

   
  Complaint: 23306032
  
  I am rejecting this response because:
  

   

  you need provide the document showing it was a flood 

   

  
  Sincerely,
  
  ********** ********

  

  Business Response

  Date: 05/15/2025

  Aloha and mahalo for bringing this to our attention.

  The vehicle was towed to ****** **************** after the guest reported driving in the rain and experiencing issues. Upon inspection, it was found that the engine splash shield was damaged, resulting in the engine becoming inoperable. Our engine replacement technician later discovered a fault in the A/C compressor, which was caused by a blown fuse due to water intrusion.

  
  We understand how frustrating this situation has been and appreciate your patience as we worked through the diagnosis. Unfortunately, due to the circumstances involved in the breakdown and diagnosis by our technician, Hyundai will not warranty the repairs in question.

  Mahalo, 

  **** Group Autoplex
  ***********************************, 
  *******, HI 96797

  Customer Answer

  Date: 05/31/2025

  The company didnt repair my car and now : 
  
  Formal Dispute Over Unauthorized Storage Fees and Repair Delays  
  
  Dear Jack 
  
  First, I want to clarify that I never signed any agreement authorizing your service center to charge me storage fees for my vehicle. While I am willing to retrieve my car, I can only do so once it is fully operational. Currently, it remains non-functional due to improper diagnostics, and I have already waited five months for repairsa delay that is unacceptable.  
  
  I am currently coordinating with my insurance provider to send an independent inspector to verify whether the reported issues (e.g., water damage) align with your claims. Meanwhile, your demand for exorbitant storage feeswhich are far beyond my financial meansis unreasonable.  
  
  I dispute your legal right to impose these charges, as no prior written consent was given. Threatening to withhold my vehicle over unauthorized fees is unprofessional and, to my knowledge, without precedent in your companys policies. I expect this matter to be resolved without further pressure.  
  
  Please provide, in writing:  
  1. Proof of my agreement to storage fees.  
  2. A detailed repair timeline.  
  3. The official warranty denial rationale from Hyundai.  
  
  Until then, I consider these fees invalid and will escalate this issue to Hyundai Corporate, the Hawaii DCCA, and my insurance provider if necessary.  
  
  Sincerely,  
  Konstantin 
  

• Initial Complaint

  Date:12/24/2024

  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.

  In 2018, we purchased our vehicle from a dealership on Beretania St. The business has since closed, but we were told we could have it repaired at **** Hyundai. The problem is that the car would overheat, so we had it towed to **** Hyundai on 10/25/24. Our car is covered under a 10 year/ ******* miles power train limited warranty. **** Hyundai took photos of the car & sent it to warranty company. It was determined that the engine needs repair. The warranty company asked **** Hyundai to take one more photo. **** Hyundai still hasn't taken the photo to get approval for the repair. Instead, **** Hyundai is trying to sell us a new car and trade in our present car. We just want our car to be repaired under the warranty. **** Hyundai has had our car for 2 months already. Still haven't given us a timeframe when will it be fixed.

  

  Business Response

  Date: 12/27/2024

  To whom it may concern,
  
  Mrs. *** towed her vehicle to our service department on Oct *******. She reported that her vehicle had been overheating. On Nov 13, 2024, the vehicle was diagnosed with a failed head gasket and findings have been reported to Hyundai. Hyundai has requested a full tear down of the engine to determine the cause of failure and parts needed to perform the repairs. Due to a severe technician shortage, we have not been able to tear the engine down. Mrs. *** will need to pay 8.6 hours at $220 an hour, for labor to perform the engine tear down in case Hyundai does not cover the repairs. The total is $1892.00. If Hyundai covers the repairs the full amount ($1892.00) will be refunded to *******.  With our current work backlog it might be late January before we are able to have the engine torn down and provide Hyundai with our findings.
  
  
  Sincerely,
  ***** ********
  **** Hyundai
  Service Manager
  

  Customer Answer

  Date: 12/28/2024

   
  Complaint: 22728231
  
  I am rejecting this response because even if I pay the amount for the engine teardown, it does not guarantee that my car will be fixed. ,
  
  Sincerely,
  
  **** *** ***

  Customer Answer

  Date: 12/30/2024

  I called Hyundae customer care ***********, case#********
  Customer service said I don't have to pay $1,892. 
  Please help me fix the problem.
  
  ***,**** ***
  
  
  Sent from my TCL 30 XE 5G
  

  
  

  

  Business Response

  Date: 01/14/2025

  To Whom it may concern, 
  
  Mrs. ***** s car is past the initial 5-year or 60,000-mile warranty period. While Hyundai ************* may not require the guest to pay in advance for the tear down, Hyundai ************* is requiring **** Hyundai to complete the tear down and inspection of the engine. Based on our findings,Hyundai ************* will determine whether or not they will approve any repair of the vehicle under their warranty.
  
  If the repair is deemed to be covered, then Hyundai ************* will cover both the teardown expense and the repair, but if it is not a covered repair, Hyundai ************* will not pay for anything including the expense of tear down. This is why **** Hyundai and most dealerships throughout the country, have a policy that requires customers to pay or agree to pay for the tear down before work begins.
  
  
  Mahalo, 
  ***** Caringer 
  Service Manager
  **** Hyundai 
  ************
  

  Customer Answer

  Date: 01/15/2025

  I appreciated BBB. I accepted letter from BBB. I went to other dealership.three months waiting to tear down.thats horrible
  I need a loaner car now! No car for 3 months and I'm handicap. 
  
  
  .  They wont help me.  They checked. Oct 25 **** already applied 10year/ *******miles engine warrenty
   Dealer code H1012
    Repair order no50032949.  10/25/2024.  So other dealership can not do apply again.**** have to repair
   I have no car from Oct 25,2024
     I am handicap
    I cannot see doctors for three months
   Please ask a loan a car.  They want me to buy new car
   For my car 7000dollars trade
  
  I need help now please
  
  My number is ************
  Thank you **** *** Kim 
  

  
  

  Customer Answer

  Date: 01/15/2025

   
  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.
  
  Sincerely,
  
  **** *** ***

  Customer Answer

  Date: 01/16/2025

  I called Hyundai customer care ************ case no ******** case manager *******. **** *** *** ************. **********************************.  case manager sent to letter to **** nov 13, 2024.    Without a car three months I still need to pay car insurance. The lady said that plenty of  insurance customers complained about **** **********************. Lke me. Same problem. **** Hyundai want  Low price trade ...and long months hold in the garage .   I heard 
  
  Sent from my TCL 30 XE 5G
  

  
  

  Customer Answer

  Date: 02/28/2025

  I dropped car Oct 25,2044   45000miles 6years old . Jan 30  2025 1900dollar paid for break down fee.   Today end of Feb 2025.  **** don't call me yet...... Please help  passed 4 months
  
  Sent from my TCL 30 XE 5G
  

  
  

  Customer Answer

  Date: 03/11/2025

  I towed car Oct ******* to **** hyundai .  They said will apply warranty.They said shot technology,. **** called me to pay money. Jan 30 2025. I paid 1900dollars for break down.    Until now **** don't call me. Please would you help me ? **** don't answer the phone. My. Car 2018 Hyundai Elantra ***** miles 6years stop

  

  Business Response

  Date: 03/19/2025

  Aloha,
  
  Mrs. Kims vehicle is no longer under the 5-year/60,000-mile ******************* Warranty, which expired on October 31, 2023. When the vehicle was brought in on October 25, 2025, for an overheating issue, our inspection found a transmission cooler failure that caused fluid contamination in both the cooling and transmission systems.
  
  Hyundai has approved a transmission replacement under goodwill, but the radiator, cooling system components, and flush are not covered. These costs total $2,419.44 plus tax and have been communicated to Mrs. *** multiple times. On March 18, 2025, our Service Manager called to explain the repairs, but Mrs. *** declined the conversation and requested a written response.
  
  We are still awaiting her approval and payment for the necessary cooling system repairs. We are happy to proceed once authorization is given.

   

  Mahalo, 

  **** Group Autoplex

  94-****************, 
  *******, HI 96797

  Customer Answer

  Date: 03/25/2025

  I appreciate BBB very much.after  March 18  **** Hyundai called me one time. replace your car come and pay.  I said that send letter about my car.  He didn't.  March 20 luckily I received from BBB . I thought that I pay ******* plus tax. I went to ****. ***** said that transmission cover.cooling you have to pay ***** dollars now.  I said that transmission cover, refund ******* that Jan 30 I paid for break down fee. ***** said that I will give credit. Give paper about my car I said.***** said that no. Only I can give this paper.

• Initial Complaint

  Date:12/05/2024

  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.

  I purchased a vehicle for a trade in value of $18,000 and $10,500 cash 30 september 2024. I was told I would have the title and registration mailed to me within 2-3 weeks. After 4 weeks I began contacting the company and made them aware I had not received it. I was told I would be called back but never was. After 5 calls I went to the ***, I was told the vehicle had not been changed to my name yet. We are now 3 months without the title, with no estimated timeframe for if/when we can receive it. Finally I reached a person who told me they could not give me the title, and they could not give me a date when I can receive the title because of an internal issue. Regardless of the issues, I purchased a vehicle and they cannot give me the title for it. I contacted a manager regarding legal concerns with the matter and the manager offered me what I payed for the vehicle as a refund. After a day or two I returned to accept this offer to return the vehicle for what I payed for it. They were unwilling to honor this deal and told me I would have to pay for repairs they did to the trade in vehicle, even though it was not in our contract. I sold them a vehicle for $18,000 as a trade in and they spent money to work on the vehicle. Now they are telling me they are only willing to refund the vehicle if I pay for the work I never told them to do. They are still unable to produce a title, unwilling to honor the original refund offer in cash, and telling me I would owe an additional ***** for my trade in vehicle back. Additionally, the *** and the dealer both told me a mailed notice was sent to the dealer when a discrepancy arose with the title. The dealer neglected to share this information with me for months either intentionally or unintentionally.

  

  Business Response

  Date: 12/13/2024

  To whom it may concern,
  
  Thank you for bringing this matter to our attention and allowing us the opportunity to respond to the customers concern. On September 30th, 2024, ****** ***** purchased a 2021 **** Mustang Mach-E from **** Hyundai.
  While processing the transfer of title into Mr. ****** name the *************************** notified **** Hyundai that our paperwork was incomplete. We immediately began to rectify the issue but realized it would take a longer than expected period of time.
  In the meantime, Mr. ***** came into **** Hyundai on December 1st and again on December 5th looking for a resolution to the title issue. We offered to refund his down payment and return the 2018 ***** Ridgeline he traded in on the **** Mustang. And as part of our offer we asked him to pay us for the approximately $4,200.00 worth of repairs we made on his 2018 ***** Ridgeline. When Mr. ***** did not agree to those terms, we agreed to completely reverse the transaction by refunding him the $10,500.00 down payment and returned his trade-in to him on December 13, 2024.
  I apologize for any mistakes that may have occurred, and we have done everything possible to complete the process.
  
  Sincerely,
  ***** ******
  Director of Variable Operations
  **** Automotive Group

• Initial Complaint

  Date:10/24/2024

  Type:Product 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 Hyundai Elantra from the **** Hyundai dealership in Waipio. Work needed to be done on the vehicle to remove/buff out scratch that were pre-existing on the vehicle. The dealership made an appointment for me on October 1, 2024, to have these repaired. When I received the vehicle back it had dents and nicks to the paint on the side that was being worked on. I requested these to be noted before I drove the vehicle off the lot but was told that it was acknowledged and that someone may contact me. I wanted to avoid what he said/she said situation, but now I am being told that I told the representatives nothing about the damages. I have attached a picture that shows the dent (yes, the paint in also scratch on it). I have spoken to the assistant service manager, who then referred me to the service manager and now I am being directed to the director of operations. I just want my vehicle that I leased New to have the damage repaired. So far, my experience with this dealership is degrading quickly and affecting my mental wellbeing. That is saying something coming from a retired army soldier with PTSD.

  

  Business Response

  Date: 10/29/2024

  On 10/1 **** ***** dropped his vehicle off for repairs. ****** used her phone for pictures of any damage and those are uploaded into Tekion, no damage noted or seen. **** came in to pick his vehicle up on 10/5/2024 as the repairs were completed. **** arrived and proceeded to show ****** and **** a small ding on left rear quarter panel.We assured him that we would take care of it using our dent removal company to take care of the repair. **** then returned to the dealership  on 10/24/2024 to show ***** and **** another dent in the left front fender the size of a nickel with the paint missing. **** then didnt want the left rear quarter panel repaired, his expectation was that we take care of the new damage on the left front fender that would require much more work than a simple paintless dent removal. We told **** that we would still take care of the original damage but he is responsible for the new damage. He didnt like this response so then decided to write a letter to the Better Business Bureau.
  
  *** *****
  Fixed Operations Director
  **** Auto Group

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22471721
  
  I am rejecting this response because:
  The company assumes I did not annotate all the damage on the left side of the vehicle.  I stated it and asked for the damages to be documented on paper before I left the shop, which representatives told me they do not do.  All I recieved was a hand gesture that it would be brought up.  

  In addition, the vehicle was not presented to me in perfect contition and that is why it was taken to the service shop in the first place.  Most of the damage originated from when it was in the lot and why it was serviced for repair to begin with at no cost to me.

  Sincerely,
  
  **** *****

• Initial Complaint

  Date:07/03/2024

  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.

  Approximately one year ago, the drivers seat on my 2019 Hyundai Santa Fe developed a small hole in the fabric ... bottom portion of the seat facing out. I believe I was right below the warranty threshold of sixty thousand miles.I was in the process of retiring and moving from ********* to Hawaii, so I did not involve the Louisiana dealership where the car was purchased. I thought it best to take up the issue once I was settled in Hawaii. The car did incur some mileage before I left and some after I got to Hawaii. This did put me over the warranty limit of sixty thousand miles for this type of issue -- but it was less than three thousand miles over.I contacted Hyundai *** about the problem. I was instructed to have the seat evaluated by the local dealership. **** Hyundai was very clear that they were not going to do anything because the car had more than sixty thousand miles (but less than sixty three thousand miles). They referred me to Hyundai USA -- and Hyundai USA referred me back to ****.My issue is this: I felt no consideration was given to my circumstance. The warranty ended at sixty thousand miles (although the main warranty is a hundred thousand miles) -- I understand the "letter of the law." I was dismissed solely because it was going to cost them money. And -- IMHO -- probably because I had not bought the car from them. **** did not offer any alternatives to replacing the bottom portion of the seat. They didn't suggest anything -- just "they're not going to take care of it."FYI: Hyundai USA has reached out to me about this issue. They've tried to work with the dealership and have been unsuccessful. To their credit (Hyundai ***), they are sending me a preloaded card ($150) for my trouble. Also, Hyundai USA is closing their case #******** on this matter.

  

  Business Response

  Date: 07/09/2024

  To whom it may concern, 

  On November 1st, 2023,********************* came to  **** Hyundai *******************
   with 2019 Hyundai Santa Fe which mileage was  63898 .
  Unfortunately at that point , this car was already  out  of Manufacture  warranty.
  At that time, ************ had stated  to our  advisor  that he  had started  a  case  with  Hyundai  *** regarding a  hole  in  his  seat.
  At the same time, **** Hyundai Service   advisor  presented  him  with  the available recommendation  list which included
  the price of the bottom cushion of the drivers seat, the price total $1373.45.  We also recommended to perform  the maintenance service on his car,  however it was declined by ************. 
   On  June  24th or  25th , Hyundai  Motor  America reached out  to  me  Inquiring  the  status of this case,whether there  was  anything  being  processed for  Mr.  Rabos seat cushion.
  I explained to Hyundai Motor America  that  nothing  was  done  or performed.
  On March 14, 2024, when Mr.Robo came  in  with his Santa Fe which had  66770 miles . He worked  with  the  same advisor  and there are  no  notes , inquiries nor him  mentioning of the car  seat,  
   he only  addressed  the  maintenance  concern  from the  previous visit  back  in  November, 2023.
  
  Hope this explanation helps Mr. **** to understand this case.
  
  *****************************
  **** Hyundai Service Manager 

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21940176
  
  I am rejecting this response because:

  Their reply says it all.  Dismissed with no consideration whatsoever.  I explained the tear in the seat occurred before the warranty expired - while I was still in ********* and in process of moving to Hawaii.  Theres no willingness to work with me at all.  And obviously that attitude still stands.

  As to the service visit and my not saying anything, I was considering options and was working with Hyundai ***.  It strikes me as ironic that I brought my vehicle in for service and paid for service.  But no one is going to do whats right.  And the right thing is to replace the bottom portion of the drivers seat at no charge.  It simply did not receive enough wear from me - there was something defective.

  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:05/08/2024

  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.

  I took my 2012 Hyundai Genesis RSpec 5.0 to **** Hyundai Waipio for just a diagnosis as to why my car wouldnt start. They had my car for a year April 2023-April 2024. They were really bad at communicating about my car and always gave excuses that they couldnt get to it because it was parked and they could only work on it outside. Which is weird because my car was always moved when I would go check to see if there was an update. Months go by and its a year now just for a diagnosis they finally said they THINK the problem was the wiring harness and fuse box and said it needed to be replaced for $9k before they further diagnosis. In other words they said if we replace these parts it doesnt guarantee it would work afterwards. We declined to have them repair It since it wasnt a guarantee that they could fix it. I had the car towed home and when we got home my step dad tried to start it and nothing happened. We bought a new battery before taking it so we thought maybe the battery was dead. We charged the battery and still nothing. Upon opening the hood of the vehicle we realized parts had been missing. First thing I noticed was the *** was gone and bolts and so on and pieces just left hanging out. I called Hyundai but they were closed. Monday came and I went to talk to the rep who handled the case for my car and she had written down all the parts that were missing and said she would follow up. Its been 11 days now and everytime I go there the service manager isnt there. I even had another service member help me by writing an email to the service manager and I watched him send the email and still no calls back and what is going on with the parts to my car. Mind you they kept pushing me to pick up the car but why would you give me a car back with parts missing? Why didnt my service rep check my car before she gave it back. Now I am stuck with a car thats worse off than when it went there and nobody will call me back and help me.

  

  Business Response

  Date: 05/22/2024

  To  whom  it  may concern,
  
                  I  have been  in  contact with Mr. and  Mrs.  Hoomana daily  Via  phone and Email  since  are in  person  meeting on  the 8th  of  May .  In that  meeting  with the guest  I   had explained  what had  occurred  during the mishap and  miscommunication  of the ecu. I  had  made arrangements  at that  time that I  would  send a  technician  to her  residence to  install the  ecu  back in  her  vehicle. She had agreed,  she  had also  mentioned that there  was   a lanyard  that  was on  her  keys that  had  sentimental value, I  had  told her that  I would  look into that. In conclusion  to  are meeting she  stated  that she  would drop  the BBB  claim  since the issue  is  being resolved.  After searching the  key box  we  located the lanyard  and  I had called  her  and let  her  know that we had  located the  ************; and we  would  bring it  out  with the  ecu  at the install.  In  the discussion  I  had her  send  me  pictures  of the front  cowl and  surrounding area   to  see if  my  tech would  need  to bring  hardware for the  reinstallation  of the ecu. As  Mrs.  ************;did.  We  had arranged that  we  would be  out to  her residence on  Monday the  13th  around noon.  On  that day  I  had called  to  make sure that  prior to  noon that there  would be  someone  at the  residence,  received no  answer. Then I  called Mr.  Hoomana  left a message,  received a  call later that  day  and  we had arranged  since  he did  not  get off of  work  until 4pm  during the  work week and  no one  would be around  during the  day. We  then  agreed to  make arrangements  to have it  installed  on Saturday approx.  around  noon and so  we  did. Lanyard and ecu  installed  at residence on  5/18/2024 at  1200pm. Follow  up call and  email  was conducted  on 5/20/2024  and on  5/21/24

  Hyundai of Waipio 

  Service Manager 

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

  
  

• Initial Complaint

  Date:04/08/2024

  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.

  My 2017 Hyundai Tucson was diagonosed with engine issues on 8/11/2023 by Hyundai Waipio service ***** and required a replacement engine, had issues with warranty (vehicle was still under warranty). After long delay and ghosting, I finally got my vehicle back on 3/27/2024 with a new engine, vehicle ran good until 4/4/2024 when engine overheated while driving, Managed to get it back to their repair shop to fix and got a loaner. Got a email saying 2 radiator hoses leaked, need replacement and not covered under warranty and will cost $1,026.32 plus tax and fees which I refuse to pay because I never had any overheating issues prior to them replacing the engine. One hose maybe a coincidence but not two hoses leaking at once less than a week after repairs.Now they are threatening me by charging me $75/day for use of the loaner vehicle if I do not agree to the repairs.

  Customer Answer

  Date: 04/16/2024

  I have decided to proceed with the lower radiator hose replac ement with Hyundai Waipio since they threatened to charge me $75/day for the use of the loaner vehicle they previously provided me, their reason being hoses are not covered under warranty.   So why did they loan me the vehicle in the first place???

  Customer Answer

  Date: 04/16/2024

  I have decided to proceed with the lower radiator hose replac ement with Hyundai Waipio since they threatened to charge me $75/day for the use of the loaner vehicle they previously provided me, their reason being hoses are not covered under warranty.   So why did they loan me the vehicle in the first place???

  

  Business Response

  Date: 04/22/2024

   My name is *****************************,Service Manager of **** Hyundai Waipio.
  On April, 10th,  Mr.  ************; vehicle was  brought  in to our service,  we ,**** Hyundai ******************  did  verify that overheating of his 2017 HYUNDAI ****** was caused  by the  upper radiator hose  that  had  cracked at the  plastic fitting , and  also lower  hose  is  recommended to  be  replaced as  well, since it was showing  the signs of  being  worn. 
  
  I spoke   with Mr. ****** and explained to him that unfortunately, the hoses were not the covered-component under the engine replacement warranty offered by Hyundai Manufacture.
  Therefore, we had reached out to the company which **************** has his extended -warranty. 
  Even though **** Hyundai tried hard to make his extended warranty to cover this item, they refused to cover radiator hose under its warranty.   When we explained to **************** how we want to get his vehicle  back  on the road today.   He expressed his side of story that he can only afford to replace the upper radiator hose (the immediate  cause ).
  We,  one more time assured the fact to ****************,that he will  need  to  replace the  lower  hose in the  near  future , so that we can prevent to have his car overheating again.  
  
  He, then told me  that  he  did  not  have  the funds  to  repair  the vehicle  right now.
  Therefore,  I had asked  him nicely  how much  he  could  afford to repair this vehicle at this time.   **** Hyundai Service and *************** both parties  agreed  upon and we  accepted the repair cost of $  500 only and **** Hyundai repaired his  upper radiator hose with discounted pricing.  
  
  On April 11th,**** Hyundai completed the replacement of the upper radiator hose with complimentary discount and  the  vehicle  was  returned to ****************  on that day. 
  
  Therefore, **** Hyundai service department strongly believes that the concern **************** raised to your agency was resolved in timely manner on April 11th.
  
  
  Mahalo 

• Initial Complaint

  Date:04/05/2024

  Type:Product 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 purchased a used 2019 Hyundai Santa Fe from **** Hyundai back on January 27th of 2024. I had signed the contract for extended warranty, and then went back on January 30th to cancel this contract and receive a refund. I had spoke with their finance manager ****, who told me that they would be mailing a check to **** financial. I have checked every month to see if this check has been processed and if my loan balance has changed, it is not. I had contacted ****** financial today, April 5th, to see if any changes have been made, and they have not. I have contacted **** from **** Hyundai multiple times in the past checking on this as well. He told me it might take one or two statements on my loan to show the change is now been two months. Meaning I have had two statements on my loan, and there has been no change confirmed by **** financial. I have signed contracts and paperwork stating that I was canceling this extended warranty and that they would be issuing a refund and I have not yet received it. I will be getting that paperwork from **** Hyundai within the next few days. Ultimately around $5000 was supposed to be refunded and it hasnt. I have seen other people posting these issues and reviews that they have had the same runaround with **** Hyundai on getting their refund.

  

  Business Response

  Date: 04/15/2024

  To Whom It May ****************** April 2nd we mailed a check in the amount of $6,988.35 (See attached) to ************** as a refund for F&I ancillary products she purchased. I have attached a copy of the refund check for your review and confirmation the transaction has been completed. Please let me know if there is anything further I can provide you to close this case.
  
  
  ***********************
  Finance Director
  **** Automotive Group
  ************* (w)
  ************* (c)
  ************************************
  

• Initial Complaint

  Date:02/14/2024

  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.

  Purchased used 2017 Hyundai ****** from **** Hyundai Waipio on 06/2021, ***** miles on odometer, inculded ****** miles warranty coverage with Premium Package. 08/08/2023-took car in for safety recall and service. 08/10/2023-car started missing, loss of power. 08/11/2023 - took car into Hyundai for diagnostics, spoke to *********************** Service Advisor. Mechanic took compression test & found one cylinder low compression, removed plug and found it broken, required heads be removed for further inspection. Possible engine replacement, make take 2 months for repairs, will let me know.No loaner available, had to call my daughter for pick up.08/30/2023 - Called ***** re. status, she said work order still in process, *** have system error, had to rent a car from Turo twice for business dealings.09/09/2023 - ***** finally called, said loaner was available, pick up on Monday. Loaner key fob not working, passenger side window goes up sporadically. Called ***** to advise, she said to bring it in for repair but it *** take awhile so I decided to live with it.Called several times month later for status, still no definitive answer.01/05/2024 - Called *****, said mechanic needs to break down engine for further inspection, needs my approval to proceed, *** cost $1,200.00.02/06/2024 - Fustrated by non-response I called ************************* (General Sales Manager) for help, he was shocked about delay, went over to talk to a J.J. (Service Manager) to find out problem and have him call me back.02/13.2024 - Still no word from anyone at **** Hyundai about status after waiting 6 months for answer.PLEASE HELP, I NEED A STRONG VOICE!! My request are falling on deaf ears at **** Hyundai Waipio and I'm still paying $600.00/month for loan and insurance on my car which I still can't drive.

  

  Business Response

  Date: 02/23/2024

  To  whom  it may  concern,
  VERIFIED EXTENDED CRANK. ENGINE RUNNING ROUGH. SCANNED FOR FAULT CODES AND FOUND ACTIVE DTC - P0300 RANDOM/MULTIPLE MISFIRE DETECTED, P0301 CYILNDER 1-MISFIRE DETECTED. REMOVED CYLINDER 1 SPARK PLUG AND FOUND TIP MISSING AND INTERNALS PUSHED OUT TOWARDS ENGINE. PERFORMED COMPRESSOR TEST AND FOUND CYILNDER 1 HAS NO COMPRESSION. ALL OTHER CYLINDERS AT 189 TO 190. PERFORMED LEAK DOWN TEST ON CYLINDER 1 AND FOUND 100% LEAK. ALL OTHER CYLINDERS AT 10%. USING STUI BORESCOOP PERFORMED INSPECTION AND FOUND LARGE HOLE ON EXHUAST SIDE VALVE. TOOK REQUIRED PHOTOS AND SUBMMITED THROUGH STUI.
  
                  Currently Mr.  Hirata,  vehicle has been  torn  down and  his  heads removed  as  per Hyundai Technical assistance  to  check for piston  damage and  or signs of  cylinder  wall scoring to determine  our  next step. Pictures  were  submitted and sent to  his  extended warranty for review.  we have  removed Mr.  Hirata  from the  previous  loaner and  put  him into  New  loaner which  he  was pleased  with the  2024 vehicle that  we  provided. The Sales  manager  *********;since  the  guest likes  the  vehicle that he  is  in that he  is  willing to work  with him  in trading the vehicle  out when  his is  fix and  or corrected
  
                  After  pictures was taken  and submitted  Hyundai has  responded  that they  would  cover 75%  of  repair and  guest  would cover  25% approximately  1750.00 plus  tax .  Advisor spoke  with  Mr. ****** on  2/21/2024 and  as he  requested  to  see Hyundais  offer  in writing  in  which in  turn  we  provided on 2/21/2024.  We are currently waiting  for  his response and  approval so  we  can order the  engine . We are  currently waiting for  Mr. ************************** for  1750.00 plus tax  so  we can  order the engine.
  
  Jarvell  *************************  Manager 

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21290004
  
  I am rejecting this response because:

  I have spoken with a ***** (National Consumer Affair, Hyundai Motor America) who is assigned as my case manager on 02/26/2024 explaining my dissatisfaction with their response to my issue. **** Hyundai Waipio service department have ghosted me for 6 months and only after I contacted her recently have they responded to my request for answers regarding the repair of my vehicle.  

  On 02/21/2024 *********************** (service advisor) called to say my vehicle is in the repair shop now and is being worked on.  ******** said engine needs to be replaced and I will have to pay 25% ($1,700.00) of the cost and HMA is offering to pay the remaining 75% of the total repair cost ($6,800.00). She also said they will not proceed until I agree to this deal and they will have to order the parts from the factory thereafter.

  I was led to believe the repair cost would be fully covered by my vehicle's existing warranty, and now after waiting 6 months they are saying I must pay $1,700.00 in order to get my vehicle back?  I find this ludicrous and unfair as I am a 81 year old retired person living on social security only and can ill afford this.  Instead I have asked ***** to intervene and offered to pay 50% only of the $1,700.00 as a counter offer. I just want my vehicle back but it seem they are holding it for ******.

  I have yet to hear from ***** and still waiting for her response.

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/05/2024

  The reply from Hyundai Motor America, Manufacture  was that HMA( manufacture) will cover 75%.
  Therefore **** Hyundai, Dealer had re-submitted back the request to HMA to cover  ****************** vehicle for 100% as goodwill. 
  However, HMA has declined our request.
  Then,  **** Hyundai, Dealer had submitted the claim to Mr. ************; extended warranty company by requesting to cover the remaining 25% by using his extended warranty.
  Right now , we are patiently waiting for the answer from the extended warranty company . We , **** Hyundai is doing our best to receive the positive approval from his extended warranty company right now,  so we can minimize ****************** out of pocket expense.  We understand ****************** frustration, the process has been taking a long time.
  Thank you for your patience and understanding to this matter.
  
  **** Hyundai Service Manager
  *****************************
  

  Customer Answer

  Date: 03/08/2024

  Hello, I recieved a call from *********************** of **** Hyundai Waipio on 3/6/2024 saying that they have reviewed my complaint and concluded that my 25% balance of the engine replacement will be covered under my existing extended warranty, so I do not have to pay any cost for the engine replacement, it will be fully covered by their warranty. They will go ahead and order a new engine replacement.

  Regards, 

  *********************

• Initial Complaint

  Date:10/31/2023

  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 brought my car into the service department in April due to a clunking noise when I hit a bump in the road or hit a pothole or went over a speed bump. My car was still under warranty when I brought it in. It took almost a month to get the parts in and then another month to get an appointment. I got my car back in July and it was still making the same noise so I took it back in. At this point the mileage was over the warranty limit so they filed a good faith claim with the warranty department and it was denied. After many phone calls with several people (ending in me having to physically walk into the department and talk to the service manager) they decided that they had misdiagnosed my car's issue and would eat the cost to get it repaired. I had to wait again for parts. They said they fixed it, yet again it still made the same noise when I picked it up. I just took it back in again a few weeks ago and this time they claimed it was the support for the exhaust that was faulty. So again they had to order parts. I picked it up and YET AGAIN it was STILL making the same noise. At this point I talked to the service manager's boss and they assured me that they would figure out the problem and get it fixed before I leave the island to go to *******. I leave tomorrow and I haven't heard from anyone yet. I have a rental car that they're paying for but my son will be without transportation unless I transfer the rental car to him before I leave. I tried calling the service department and the service manager's boss but have not heard from anyone. This will be the 4th time they have tried to repair my car and I have lost all faith in their ability to diagnose and correctly repair whatever is broken. I have asked for my service records for all of these issues and was promised that they would be emailed to me but I have yet to receive any of them.

  

  Business Response

  Date: 11/06/2023

  To whom it  may  concern,
  
                 On  10/31/23 Mrs. *********** was  contacted  on  her vehicle  that  the Motor mount  was  shipped  on the  23rd of  October.  On  the  31st of  October   She  had  informed  me  that she  will  be  leaving the  country and  her son  will  be  picking  up  the  vehicle with her  concern that  the  rental  would  need to  put  in  her sons  name.  At that time a copy  of  her  sons  drivers  license was sent  to us and we  had  switched him over to  be a  driver  on the  rental .  We  had  found on this past visit that there  was  a  broken  engine mount that was  causing   a  clunking  sound. The  part arrived  on  11/2 and was  immediately  installed on  the  vehicle  and  road tested  and   verified  correction. After vehicle was  confirmed that  concern  was  corrected  Mrs.  ************ son  was  contacted  for pick up and  picked  up  vehicle  on  11/2/2023 .There  was  no  charge  to  guest  for rental nor  repair.  All service  records  was emailed  To  Mrs.  *********** 11/3/2023.  

  *********************

  **** Hyundai 

  Service Manager