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:10/25/2022

  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.

  April of this year I noticed my car was burning an excessive amount of oil. I made an appointment over the phone and took my car in to get an answer. After a precursory inspection I was told there were no seals leaking and an oil change was recommended and given. I was told a seal of tape was put over my oil plug to make sure no oil was being taken and to bring it back in a 1000 miles to measure the oil in the pan. I told the customer service agent (*****) that I would burn through that oil way before 1000 miles. He said I could bring it back sooner just keep track of how much oil I put in. That weekend while driving, my car started losing engine horse power (not electrical power). When I stopped at a gas station it couldn't idle properly and the whole vehicle would shake. I immediately drove my car home and parked it. I got an appointment with a certified and AAA approved mechanic a few days later and they did a pressure test on all the cylinders. They determined the 3rd cylinder was not holding pressure and the issue may be covered by an extended manufacturer's warranty they found online for this engine. The following week I took my car back to the same dealership that turned me away with an oil change. I paid for an engine inspection and they found a blown valve on the 3rd cylinder but offered no reason why it happened only that it was NOT covered by the extended warranty. The only recommendation they offered was an entire engine replacement for approximately $7000. My car is 2017 with excellent maintenance records and had only 106K miles. I took the diagnosed issue documents and pictures to the other mechanic. They replaced the engine head with a new one along with gaskets, plugs, oil, etc Four months later the same issue happened with the same valve. The real issue was never diagnosed properly. Three days before this issue, the dealership fixed a recall issue and erased all codes from the engine computer wiping out all diagnostic evidence.

  Business Response

  Date: 11/01/2022

  We are writing in response to the complaint of ****** *****.  *** ***** purchased a 2017 Santa Fe Sport from Joe Machens Volkswagen with approximately 91,000 miles on it.  

  The vehicle was brought into the Hyundai service department on March 24, 2022.  At that time, the vehicle had 105,044 miles.  The customer complained of a large loss of oil.  It was recommended that the dealership change the engine oil and oil filter and begin an oil consumption test to verify the amount of oil being consumed.

  *** ***** never returned to the dealership to allow them to inspect the oil loss and continue the process.  The vehicle was outside the manufacturer's warranty at that point in time.

  On May 2, 2022, he returned with a new concern.  He indicated that the third cylinder had issues with pressure.  The technician found a failed exhaust valve and recommended a replacement of the engine assembly due to the burnt valve and previous concern of oil consumption.  Both the engine replacement and valve replacement were quoted to the customer.

  The customer inquired why the repairs were not converted under the warranty extension that he was aware of.  That warranty extension covered only malfunctioning connecting rod bearings.  The customer declined the repairs.

   

• Initial Complaint

  Date:09/27/2022

  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.

  February 2022 we purchased a 2017 Hyundai from Joe Machens (Vandiver). By June the engine went out. Although the car was under warranty, we went 1 week without a car awaiting a diagnosis. The vehicle was then fixed a week later (2 weeks total).
  Fast forward to September 16th 2020, the battery dies. Went the entire weekend without a car. I cant understand why a large company such as Joe Machens would sell car's with bad engine and bad battery. Now we are out $253.
  Side note: the service person (**** *******) that took my payment told us that is was "normal" for car battery to die after 7 months of purchase.

  Business Response

  Date: 10/04/2022

  To whom it may concern:
  
  This customer brought a five year old vehicle into the dealership for service. The vehicle still had a five year old battery. Who is the original battery sold with the vehicle. The battery was charged and tested. It failed to load test. Feeling a load test indicates that a new battery is needed. It is very common for a five year old battery to go bad. The customer agreed to the battery replacement. Ultimately, the customer replace the battery. The customer was without a vehicle for three days while approval from Hyundai was requested. The dealership is willing to work with a customer if there are any further issues. The dealership is not certain what repairs necessary at this time, because the replace battery solve the issue. Please let us know if you need any further information.