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:09/30/2023

  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 had a security update for my 2013 Hyundai ****** back in June 2023. I have been taking my car to **** Hyundai every three months since 2013. After my last visit back in June, my rear door wouldnt open from the outsideit still opens from the inside. I went today, Sept 30, 2023, to get my regular oil change and asked them to fix the door latch that wasnt working since my last visit. The manager tried to sell me a new latch for nearly $800 (that includes the labor). I told them it stopped working after my last visit and that it had to be something they did with the security update. I was informed that the issue was an internal computer problem. The manager refused to fix my door and tried to sell me the latch for $600. Why should I, as the customer, pay for something that was caused by their security update? According to the manager the latch had nothing to do with security update, however, if must have since it was an internal computer issue not a mechanical problem. Moreover, the door not opening is a security and safety issue for passengers. Hyundai can see by their records that Ive been taking the car there for three months for the past ten years for oil changes and that this was the first time there was an issue with the door, right after they did a security update!

  

  Business Response

  Date: 10/11/2023

  ************ son ******* came in on 6/14/23 for an oil change and a recall.  This recall is just a software update and placing a sticker on the window.  It has nothing to do with a door latch which would be a mechanical issue, the two are completely unrelated.  During that visit in June the technician did note that the right front door did not open from the outside.  Here is a copy of the guest invoice with the note about the front door highlighted.  Normally the repair cost for the door latch is around $800.  I offered to take 25% off and quoted him $600.  He declined and said that we broke it last visit while performing the recall.  Again, the two are 100% unrelated and the tech did note that the door already was not working when the vehicle arrived. 
  
  Please let me know if you need anything further from me.
  
  Thank you,
  
  *************************
  Service Manager

• Initial Complaint

  Date:08/01/2023

  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 brand new 2023 Hyundai Santa Fe SEL Premium Hybrid SUV from **** Hyundai (*******) in mid-April 2023. Since that time, I've had to bring my new SUV to their service department 3x, with the last time being May 31st (and my car is still there over 60 days later). At this point, they have had the car longer than I have. **************** has been fine, they put me in a loaner vehicle. However, at this point I don't want this car back. It's not the dealership's fault but this SUV is clearly having issues and I don't want to continue paying for a vehicle that I don't have. I don't have any records yet from the dealer b/c they haven't closed my case. I have also filed a buy-back request through Hyundai Corporate and I'm awaiting the resolution on that, but they were supposed to update me on 27 July and I have not heard back. I would like a refund of my the car so that I can go purchase a new car (possibly from **** Auto Group) and be done with this.

  

  Business Response

  Date: 08/09/2023

  Aloha **********************,
  
  We sincerely apologize that the repair for your 2023 Santa Fe is taking an extended amount of time to complete.  Your concern of the faint noise resonating through the dash has been very hard to pinpoint. We are working with the Hyundai engineers and even ordered new equipment to assist us but we are still unable to determine exactly where the noise is coming from.  We will continue to do our best to pinpoint the noise and get it repaired for you.  We do ask for your continued patience while we work with the engineers towards a fix.  We will ask our sales team to reach out to you in regards to your request of possibly purchasing another vehicle within the **** Group. 
  
  Again, we do sincerely apologize for the delay.  Please let me know if I can be of any further assistance.
  
  Sincerely,
  
  *************************
  Service Manager
  **** Hyundai / Genesis of Waipio
  *************
  *************************************

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20404143
  
  I am rejecting this response because: Thank you for your reply. I want to be clear that my frustration is not with **** Hyundai, but with the car itself. It's a brand new car that has had multiple issues. I haven't heard an update regarding the shifter issue that I also reported (and sent a picture) to the dealer. Even if the cause of the high-pitched noise was resolved today, I wouldn't feel comfortable keeping a car that had issues requiring this long to resolve. I don't think its unfair to negotiate a buy back and potentially purchase another vehicle from **** Auto Group. I look forward to hearing from the sales department, but I'm not interested in "trading" the car back to Hyundai since it will likely come at a huge loss to me, which isn't my fault. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/24/2023

  Dear ***********, Accredited Business Resolutions Consultant

  ********************** currently has an open case with Hyundai Consumer Affairs in regards to buying back his vehicle.  His case manager has reached out to him as recently as yesterday (8/23/22) in regards to settling this.  Hyundai case number  ***********.
  
  Thank you.  
  
  *************************
  Service Manager
  **** Hyundai  
  *************
  *************************************

  Customer Answer

  Date: 08/28/2023

  I saw the reply from the **** Service rep. ** is correct that I have filed a complaint with the Hyundai ***************** However, they have provided little to know information. The contact he referenced was simply stating they are still working my case. They have now has my car for 88 days. 

  

  Business Response

  Date: 09/21/2023

  
  Dear ********************,
  
  We took initiative to check the status of the buy back progress between ******************** and Hyundai Motor America.
  According to the updated case detail on Hyundai site , It shows that  the buyback has been approved for ************************** vehicle .
  Please follow the instructions which will come to you directly from Hyundai Motor America.
  
  
  *************************
  Service Manager
  **** Hyundai / Genesis of Waipio
  

• Initial Complaint

  Date:06/28/2023

  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.

  4/13/23: brought in 2019 Hyundai Santa Fe XL to **** Hyundai waipio with the complaint that check engine light appeared the day before; *** feels like it "revs" when gas is pressed but does not accelerate appropriately.4/13/23: per service representative: *** stalled during test drive, oil flush performed; test drive post flush reveals engine knocking sounds.4/**/23: per service **** *** needs to be inspected for metal shavings and possibility of total engine replacement.4/**/23: service rep ******* us that *** requires total engine replacement; claim submitted to warranty department (*** was still within original mfr warranty as well as extended warranty which I purchased upon buying *** from dealership in 2019); service rep ******* us that the *** for a decision on the submitted claim will be approximately 2 weeks.4/20/23: in-person visit to dealership-no updates.4/24/23: upon calling service department, service rep ******* us the warranty claim decision may be months and I am number ** on waitlist of 16 for a loaner.5/9/23: call requesting update; left voicemail; no return call.5/19/23: called service department for update; had to request return call; no return call.5/25/23: talk to service rep via phone who estimated a warranty decision within 7 days.6/8/23: upon a follow up call service rep ******* "connecting rod bearing failure"; no *** on warranty decision; "delay caused by influx of ***s all over nation needing engine replacement/repair; moved from #** to #** on waitlist for a loaner.6/15/23: informed via phone that warranty claim for engine replacement is denied due to lack of maintenance; service rep agrees to email the denial documents.6/19/23: no denial in writing as promised; request via email to pick up ***; no reply.6/27/23: call requesting to speak with service rep as well as the 3rd request for emailed denials on warranty claim; no return call nor email response.

  

  Business Response

  Date: 06/30/2023

  To Whom It May ************************ we would like to apologize for the lack of communication on our part during this process.  Although it would not have changed the outcome we definitely could have done better at keeping you informed.  We are working on improving that aspect of our business.
  
  In response to BBB complaint case number ******** submitted by ***********************************  Vehicle was brought in on 4/13/23 and we began the process of diagnosing her concern.  During test drive the vehicle stalled several times and we found a large amount of sludge build up in the engine.  Technician recommended performing an engine oil flush to loosen and remove some of the sludge and guest was informed that this would have to be done multiple times and may not fix the issue.  After performing the first engine oil flush the vehicle began to knock and it was determined that the engine would need to be replaced.  Although there was a clear lack of maintenance we moved forward submitting for prior approval from Hyundai to replace the engine.  Hyundai provided a Carfax (attached) that showed the last oil change performed was on 4/21/21 at ****** miles.  Vehicle mileage now is 40,590.  That is a gap of over two years and ****** miles without an oil change.  Guest was asked to provide any additional maintenance records for that time period and she stated she had none.  Hyundai requested photos of the valvetrain which are attached to this email. These photos show a massive amount of sludge build up and this is even after we did the initial engine oil flush.  Based on all of the information provided Hyundai declined the engine repair due to exceptional maintenance neglect.  Prior approval request is attached also.  This process took longer than expected because the lack of maintenance required additional tear down and photos to be submitted to Hyundai.
  
  As a dealer we did our due diligence in trying to assist Mr. and ********************* with the repair of her vehicle. Unfortunately they did not do theirs in maintaining the vehicle thus the repair was denied.
  Also yesterday morning ( June 29th, 2023), I received the email from ******** family to inform me that they will  pick up their car from our service department.
  
  Sincerely,
  
  
  *************************
  Service Manager
  **** Hyundai / Genesis of Waipio
  *************
  *************************************
  
  

• Initial Complaint

  Date:02/20/2023

  Type:Customer Service 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 have included a full summary of the awful situation with ******************************* ************** in Waipio. Please see the attachment for details. Thank you so much!

  

  Business Response

  Date: 03/01/2023

  please review the attached as our respond to you re: ********************** case No. 19433990 

  Customer Answer

  Date: 03/01/2023

   
  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,
  
  *************************