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:12/20/2024

  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 bought a 2021 Hyundai Santa Fe on April 19th, 2024. Ever since buying the car I have needed to bring it to the dealership a couple of times like about 5 times since having the car. First time was to change a taillight because when I bought it it had water in the taillight. then I brought it in because I got a message on my dash stating "shifter malfunction, service immediately" I brought it in and it was fixed. Then I brought the car into the dealership because the horn didn't work so it needed to be replaced. After that i needed to bring the car in because my car started giving me a message stating "Engine off, shift to N then start engine" I brought it in and they stated to me nothing was wrong with the car but loose wiring. I took the car home and within the next couple days the same message pops up. same thing was said to me "loose wiring" On Dec 3rd the same message pops up and my car doesn't start and if it did start it wouldn't stay on, so the car needed to get towed to my house and the next day to the dealership. I have not had my car since then, and they have been giving me the run around and telling me all these things are wrong with the car, first it was a powertrain then they told me it was the fuel injectors and now a catalytic convertor. I asked for a new car but they are telling me I need to stay with my car for another year when I haven't had my car for not even a year. I've had my car for only 8 months. At this point I don't feel safe driving my car.

  Business Response

  Date: 02/04/2025

  All repairs on customers' vehicle were under factory warranty and substitute transportation was provided. We apologize that there have been three different concerns but all where rectified by the manufacturer. We hope there are no more issues with the Santa Fe but remember Hyundai's warranty covers the vehicle up to 60,000 of 5 year which ever come first.

• Initial Complaint

  Date:09/27/2024

  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.

  8/17/2024 My engine failed as I was leaving work to pick up my daughter from daycare. My engine failed back in 2021 not long after I purchased my vehicle earlier that year and I had to get a new engine. I got an oil change around 7/19/2024 from ********* and there were no issues until 8/17/2024 when I lost oil and my engine died. I first brought it to ********* because I thought they forgot to put something on but they discovered there was nothing lose. As they tried to figure out what was wrong they tried adding new oil and I can see all of the oil they were putting in coming out out the bottom as if there was a big whole under the car. The oil did not drop it just all came out like a faucet. The whole bottle of oil was now on the ground hence the new oil in the engine. Thats when I knew it was something bigger and I called the dealership and brought it to them and they tried to tell me that my engine failure is from ********* negligence which is false because my oil change was a month prior and the new oil was there only because they were trying to diagnose my car. ********* did come and do a full diagnosis at balise which I dont even think they were supposed to do but balise still allowed it and ********* did indeed discover it was something internal causing the issue and they provided their full report which I attached. I never got a report or record of diagnosis from balise, just word of mouth. My car has been sitting at balise for over a month with no transportation or loaner and they are refusing to repair my car even though Ive had my engine replaced prior and I currently have engine warranty and extended warranty.

  Business Response

  Date: 10/14/2024

  The customer reported to us, and this is documented in the records, that the vehicle's oil leaked out on the highway, causing the engine to stop running.

  When the vehicle was towed to ***, we pushed it in and began diagnosing the engine. There were no visible holes in the engine block, indicating catastrophic engine failure. The vehicle had a brand new drain plug and showed evidence of an oil leak on the under shield and surrounding areas near the drain plug. We refilled the engine with brand new, crystal-clear oil.

  We need to send all pictures and information to Hyundai to obtain prior authorization for engine consideration. The customer had the vehicle brought to ********* before coming to us, where they provided a text message not even on company letterheadstating that their oil change did not contribute to the issue. The customer told us all the oil leaked out on the highway, and she had someone refill the oil and tow it to us. We do not know who did this. Hyundai ************* declined the repairs, not us.

• Initial Complaint

  Date:08/26/2024

  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.

   
  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,
  
  ****** ********

  Business Response

  Date: 09/25/2024

  We sincerely apologize for the inconvenience caused by the delay in processing your refund and understand how frustrating this can be. I confirmed with our accounting team that the refund was processed on August 23rd.

• Initial Complaint

  Date:05/07/2024

  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.

   
  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,
  
  ***********************er on thursday last week and he told me he would look into it and get back to me, and Ive called 3 times since and received no updates. Im not old enough to get a rental and Im actively inconveniencing people for rides along with missing out on lots of things due to the lack of transportation. I want to know if they are going to total my car or not, I was promised a timeline of 3 weeks when I dropped off my car. I need some answers and some sort of timeline.

  Business Response

  Date: 05/13/2024

  This issue is not with Balise Hyundai, **************** had the wrong business. Her vehicle was at the **************** and it appears that she picked up her vehicle on Friday May 10th. 

  Business Response

  Date: 05/20/2024

  The customer had this issue with our body shop not the Hyundai store. I was able to find out that it was a part that was on backorder causing the delay. **************** picked up her vehicle on Friday May 10th. 

• Initial Complaint

  Date:09/28/2023

  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.

  Hyundai has had my vehicle since 8/24. I am reaching the end of my pregnancy. I am in a rental of which I did not received until 9/24. The rental now has an oil change notification. I have emailed the Eric at Hyundai about the oil change notification twice and it was not been addressed and or acknowledged I did not receive an email back until yesterday when I sent him an email in regards to enterprise reaching out to me to pay fees in the  amount of 795 on the rental I currently have. 

   

  This situation is far from resolved.

   

  Please advise. 

  place called **********. This is highly unacceptable. I am paying for a vehicle and was just given a rental last week and no expectations of when my vehicle will be repaired or if it will even be repaired. At this point this situation needs to be rectified by either the vehicle being repaired or by them swapping it out for another vehicle. I am a traveling nurse who depends on my vehicle as well as my 4 children.

  Business Response

  Date: 10/13/2023

  Hyundai has approved loaner and engine replacement. Customer should have no issues. Balise Hyundai was not the hold up. Hyundai warranty direct was. Thanks

  Customer Answer

  Date: 10/26/2023

  I received an email in regards to a new engine being approved on October 4th. It is now October 26th. I was told that the engine would be ordered the following morning and would take 3-5 days to install. Today is October 26th, after sending an email on yesterday in regards to rental fees I received an update stating that the vehicle had not been repaired as of yet. Also keep in mind I have been paying for a vehicle that I have not driven for 2 and half months and was emailed in regards to rental fees in the amount of 795$. 

  Customer Answer

  Date: 10/27/2023

   
  Complaint:********
  
  I am rejecting this response because:

  I received an email in regards to a new engine being approved on October 4th. It is now October 26th. I was told that the engine would be ordered the following morning and would take 3-5 days to install. Today is October 26th, after sending an email on yesterday in regards to rental fees I received an update stating that the vehicle had not been repaired as of yet. Also keep in mind I have been paying for a vehicle that I have not driven for 2 and half months and was emailed in regards to rental fees in the amount of 795$. 

  Hyundai has had my vehicle since 8/24. I am reaching the end of my pregnancy. I am in a rental of which I did not received until 9/24. The rental now has an oil change notification. I have emailed the Eric at Hyundai about the oil change notification twice and it was not been addressed and or acknowledged I did not receive an email back until yesterday when I sent him an email in regards to enterprise reaching out to me to pay fees in the amount of 795 on the rental I currently have. 

  This situation is far from resolved.
  

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

  Business Response

  Date: 10/30/2023

  Customer has been made aware the replacement engine has arrived for the Tucson. Should be completed by the end the week. Latest issue customer doesn't want to pay extra insurance she took out on the vehicle with enterprise. Hyundai or Balise will not cover, and ********** knows that. 

  Customer Answer

  Date: 10/31/2023

   
  Complaint:*********
  
  I am rejecting this response because:
  

  I refused to pay protection on rental provided to me by Balise / Hyundai! I was told or it was suggested that I use MY insurance to cover the cost which I do not think is right. My vehicle is at Balise / Hyundai because they dropped the ball initially when the vehicle went into for maintenance. Why should I have to cover any cost at all! October 4th I was told it would be ordered the following morning and would take 3-5 days to install. I was then told on yesterday October 30th that parts were delivered and that it would be complete by the end of the week. Now it is said engine was ordered. Which one is it? And if the engine was ordered what do you need parts for? Doesn't an engine come whole? First engine will be ordered in the AM then Inventory (Oct 4th), then engine was ordered (Oct 27th) to parts and or inventory is in (Oct30) and should be ready by the end of the week. 

  Yes! I refused to pay protection on a rental that I never intended to have for this long. It was intended for me to have the rental for a week ! It was extended because the vehicle which was supposed to have been ready was NOT READY! I emailed and was told that I can keep the vehicle longer. Had I been reminded about the protection fees I probably would not have kept the vehicle this long. Who in their right mind would rent a vehicle and not protect it? I was only informed of a 795 balance 24 hours ago ! After paying *********************************************** almost 3 months. 

  Its not right and not fair! Hyundai / Balise performed an oil change. A month later the engine ceases because the engine has no oil! Make it make sense.

  Now the crop manager of enterprise has asked that I return the vehicle that bails / Hyundai has agreed to continue to pay for so to speak because I cannot pay the 795 in full. I have a 4 year old to take to school doctor *********** and work! 

  Balise / Hyundai acts like theyre doing me a favor when they put me in this situation to begin with. I received the rental a month after them having my car . 

   

  Sincerely,

  
  Talande ******

  Business Response

  Date: 10/27/2023

  Engine is currently on back order. Customer is in ********** loaner being paid for by Hyundai ************** If rental vehicle needs oil change my reach out to enterprise directly. When vehicle arrives and completed customer will be notified. After repair completed customer can submit any other rental invoices to Hyundai Motor America for reimbursement consideration. Any questions please call me directly. 

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

  General Manager

  Balise Hyundai

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

  Customer Answer

  Date: 10/30/2023

   
  Complaint:********
  
  I am rejecting this response because:

  That's ridiculous! The engine cease is not my fault it's there's. My car is there not because I failed to keep up with maintenance. As a matter of fact they changed the oil in the vehicle and less then a month later the engine just ceased. Stopped working. Towed or Hyundai on 8/24. Approved for a rental and received it 9/24. I was not expecting to have it for this long. If I known the fees would've occurred I would've returned the vehicle. I was told I had warranty. Turns out there's no warranty. They went through corporate to try and get me a replacement engine which was approved on 10/04. I was told it was take 3-5 days to I stall. I was then told on 10/21 the vehicle is not ready. I just paid the the vehicle in the amount of $680. I am 34 weeks pregnant. I don't have the funds at this time. 
  

  I will not accept anything Hyundai has to say at this point its just a pointless back and forth 

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

  Business Response

  Date: 11/16/2023

  ******** ****** has her vehicle back in her possession. Hyundai covered all repairs parts and labor for the claim, We apologize for the delay in the repairs being completed. Hyundai covered rental coverage except for extra insurance coverage. That is a personal preference of the consumer that must be paid out for pocket. We hope ******* has no more issues with her vehicle. Thanks

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