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:01/02/2025

  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 was quoted the internet price on a car by a sales associate along with the 0% interest for 48 months (which I confirmed via email multiple times), so I made an appointment.When my girlfriend and I showed up the next day to purchase the car, I was assigned a different sales person and told them about the deal that I was promised. They said "great, let's see what we can do" (as opposed to no, that is not a valid offer and sorry for wasting your time).After test driving the car and filling out all of the credit information (while reminding the sales person about the price and the 0% financing I was promised throughout the process), I was eventually told that the deal that I was promised was not possible and that I must have misinterpreted my previous emails with the last sales person. I then read multiple of the email messages out loud, where the deal was explicitly stated, and was once again told there must have been a miscommunication.When trying to negotiate about my trade-in to help cover the additional interest that I would have to pay, we were eventually approached by a disheveled sales manager insinuating that I was somehow 'crazy to think that I could get that deal' since no other dealers that I checked in with on the previous day offered me that deal. I stated I believed what I was told by the previous sales person via email and this is the reason that I chose to drive out to this specific dealership. The sales manager guffawed and rolled his eyes. While I was explaining how the dealership should honor their promises or at least take responsibility for rescinding a deal that was offered to me by one of their representatives, we were eventually asked us to leave since we were not going to get the deal that we were promised so we left.After reflecting on this incident last night, I was left with a feeling of disgust for being misled on multiple levels by the dealership while also being blamed and gaslighted by the associates (very unprofessional).

  Business Response

  Date: 01/16/2025

  One of our sales associates made an error in communicating the compatibility of two factory offers: the selling price after a factory rebate of $7,500 and the 0% financing offer. Unfortunately, these two factory programs are not compatible and cannot be combined. This was an honest mistake made by our salesperson, and we sincerely regret the confusion and inconvenience it caused.
  Our General Manager contacted the customer directly to apologize and explain the situation. We assured them that this was a mistake, not an intentional misrepresentation. While we strive for accuracy in all communications, we acknowledge that this error impacted the customers experience, and for that, we are truly sorry.
  At Beaverton Hyundai, we are committed to ongoing staff training to ensure our team accurately communicates all offers and avoids any misunderstandings in the future. We value the trust of our customers and will continue to work hard to provide a transparent and professional experience.
  Thank you for bringing this matter to our attention. Please feel free to reach out if additional information is needed.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22758000
  
  I am rejecting this response because: there was no suggestion for alleviating their mistake, outside of an apology.  The general manager did give me a call and asked how they could make it right, I asked for his suggestions.  He stated that he would think about it over the weekend and give me a call back.  I never received a call back (it has been 2 weeks) and I probably will not, since it appears they do not have any solutions outside of talking to the associate who made the mistake in the first place.  What about the customer?

  That said; I do appreciate the apology though and I do respect the business for taking ownership of their mistake, thank you.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 01/29/2025

  Thank you for taking the time to share your concerns. We sincerely apologize for any frustration this situation has caused and want to clarify our efforts to follow up with you.
  Our General Manager, **** ******, made two attempts to reach you via phone and left messages on both occasions. When we did not receive a response, we assumed you were no longer interested in discussing the matter further. However, we want to assure you that our commitment to making this right still stands.  
  If you would like to continue the conversation, we would be happy to connect at your convenience to discuss a resolution that acknowledges both the issue and its impact on you. Please feel free to reach out to **** directly at **************, or let us know the best way to get in touch with you.
  Again, we apologize for any miscommunication and appreciate the opportunity to address your concerns.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22758000
  
  I am rejecting this response because:

  I did not receive any voicemails from the business past January 2nd, 2025 (as shown in the attached screenshot of all of my recent voicemail messages, captured yesterday).

  I did however receive a follow-up email replying to my last BBB response from **** ******.  We were able to have a phone conversation and he followed up with a couple deals on a 2024 and 2025 Ioniq 5 SEL AWD (e.g. offering to buy the interest rate down to 2.99% so we split the difference in the extra interest), but ultimately I was able to find a better deal on the 2024 model using the ****** Auto Program.

  I do appreciate the business for reaching back out to me and offering me some additional incentives though, that was a very nice gesture.

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

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 12/14/23 I purchased a Certified Pre-Owned car at this dealership. I received only 1 smart key fob, which was not disclosed during the negotiation; I only discovered this when getting into the car to drive home. My salesman told me that when they buy used cars sometimes they only get one fob back. I didn't think much of it - this was my first time going through a car buying process.In early July 2024 I needed to change the battery of my smart key fob. It struck me at this time that it would be beneficial to have a spare key. I did some research and found a blank inspection checklist from Hyundai for Certified Pre-Owned vehicles. It clearly states that 2 smart key fobs are required to pass the inspection.On 7/20/24 I visited the dealership and spoke to a sales manager, ****, briefly about this. He said he would need to go through documentation from the sale and I would need to look through my paperwork as well to see if I agreed to the sale of the car with only 1 smart key fob. At this time, I specifically asked him to find a copy of the original inspection checklist. He told me he would contact me on 7/23/24.On 7/24/24 I called the dealership again. **** was unavailable to speak to ("all the managers are busy") but the man on the phone said he would "place a note" on ****'s desk indicating to contact me.On 7/29/24 I called the dealership and was informed **** was off and would be in on 7/31/24.On 8/1/24 I called the dealership at approximately 9:55am and was told **** comes in at 10am. The man on the phone said he would personally tell **** to contact me.It is now 8/2/24 and I have not heard anything back. I sincerely feel they are hoping I will give up.I respectfully demand a copy of the original inspection checklist. This will verify that the car could not have passed inspection to be Certified due to only having 1 smart key fob. With this, I respectfully demand my car be reinspected and a 2nd smart key fob, both at no cost to me .

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We went in on January 27th and worked with ******. When we test drove the electric Kona, ****** let us know about the current incentive of $7,500 off till the end of the month and that we would get free charging for the first two years. That piqued our interest since one of our main concerns was the charging. We asked for more details and ****** informed us that we would get an account with Electrify American and for the first two years we would get free charging sessions at their fast-charging stations. After seeing we could charge just down the street from our house, we decide to buy the Kona. After the paperwork was signed, ****** took us out to the vehicle and got us set up with the Electrify America app and added the Premium Offer to my account. I noticed the car was only at 30% charge but was not too concerned since we had the free charging. Latter I found out we only got 250 KWH total and not two years of free charging. I wrote an email to the dealership and ****** called me to see what was going on and confirmed with me that we should have the two years free charging and that he would find out what was going on. Later that day he called me to apologize, that because the car was so new, the incentive on it was not properly explained to the dealership and they were not trained correctly on it. I explained to him that was one of the big reasons we went with that car since it would be difficult for us to install a level two charger at our house right away and given that was part of the sales pitch on the car was their anything they could do for us, give us some extra compensation we could use to pay for charging or help us get a level two charger. After talking to manager, he advised us that we would be getting no compensation. Based on the cost of the local charging station, charging 50% of our battery once a week for two years would cost us $2,458.56. The quote we have gotten to get a level two charger and have it installed was over two thousand dollars.

• Initial Complaint

  Date:01/26/2024

  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.

  In September of 2022 we took our car in for an engine light. We were told that was a warranteed part, but it would need to be ordered. After a week, we were told the part was in and our car should be done in a week. 3 weeks later, we were told we would have to pay for the labor because, "although the part is covered, the labor is not." This is patently untrue. We attempted to work with the Service Manager, then the General Manager, then the ** of Operations. We were ghosted in January of 2023. No one will return our calls. We spent $700 which was not a requirement of our warrantee.

  Business Response

  Date: 02/06/2024

  ..We are working with the customer directly to address his concerns.  Warranties are provided by the manufacturer and coverage amounts are not decided by the dealership.  We are assisting the customer in working with ********************** Motor America to insure that any and all warranties or extended coverages are properly applied for the customer.
  

  Customer Answer

  Date: 02/22/2024

   
  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: 02/22/2024

  We have resolved the issue with the customer and everything is handled.

• Initial Complaint

  Date:12/16/2023

  Type:Order 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.

  On September 30, 2023, My wife and I purchased a new Santa Fe from Beaverton Hyundai. The contract we signed said our first payment was not due until December 29, 2023. Hyundai Finance sent me a letter stating that my first payment was due November 14, 2023. I didn't see this letter until early December. I went online to create an account to make my first payment in early December and saw that I was already behind and that I owed over $1,000 to come current. I called Hyundai customer service and they said my payment was due on the 14th of November. I called Beaverton Hyundai and spoke to the finance manager on duty and he pulled the paperwork and saw the discrepancy. He stated that the No Payments For 90 Days was not offered on the Santa Fe and was a mistake. He wanted me to just make the back payments and pay the late fee. I told him it was Beaverton Hyundai's fault not mine and I have a contract. He said he would forward it up and that was about a week ago and I have not heard anything. I would like Beaverton Hyundai to make the first payment and any late fees to bring me current.

  Business Response

  Date: 12/18/2023

  I see the error that was made, we are sorry for the inconvenience. I would be happy to cover your first payment for you. Please email me a breakdown of the fees that you were charged to you as well. I will be out of town for most of this week so please email myself and copy ******************************* who is our General Sales Manager. 

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

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

  Customer Answer

  Date: 12/20/2023

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

• Initial Complaint

  Date:10/17/2023

  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.

  Ive 2 extended warranty for my vehicle sonata Hyundai 2016 . I booked the first appointment at this dealership on October 5th 2023 . When I came to the appointment the associate service ( ********************* ) asked me to pay for the warranty diagnosis .I said it stated very clear in the warranty that its free .Then he said you either pay or no service .I asked if theres a manager to talk to he said we dont have manager here its just me who decide . Then I left .3 hours latter same day he called me back stating that come back we can do that and you dont have to pay . And scheduled me for October 17th .I showed up on October 17th according to the appointment 10:00 am. and again he asked me to sign for $179 diagnostic fee , I said but we already talked about that and you said Im not going to pay . Then he said no pay no services and because Im worrying about my safety and my car safety I got no option but to sign that paper . And they asked if ** going to wait till the diagnosis done that might take 4-6 hours?i said yes . 5 hours latter he came to me and said we wont work on your car today our system is down . I said but i been here for 5 hours and you didnt tell me anything .I asked when Ill get my car serviced then ? He said I dont know and I dont know when the system will work again .So its mix of lying and misleading and trial for blackmail me to pay un necessary fee for free service and after all refusing to do the service .

  Business Response

  Date: 10/18/2023

  Mr. *******,

  I am sorry to hear about your bad experience in my service Department at Beaverton Hyundai. Often times customers confuse what a warranty does, sometimes when there are problems we need to sort out what is causing the issue and that can take time. In some cases ******** fee is obsorbed into the cost of the repair and is covered by the warranty. Sometimes the repair is not actually covered under the warranty in which case the repair including diag is not covered. We do charge for the mechanics time and if the repair is a covered item the warranty will pay for it 100% less the deductable (if any). I will have my manager reach out and get you taken care of. As far as the length of repair and making you wait, I am very sorry and I plan on looking into this matter. Things can go wrong and often times systems are down which make it difficult to perform the tasks in front of **. Yesterday Hyundai Motor America had a nationwide shutdown of their system. The lack of communication is on us and I am sorry that we did not communicate properly. 

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20744437
  
  I am rejecting this response because:

  Ive been told yesterday a manager will call me and arrange with me to pick the car and do the service today at 8:30 am but no one call yesterday no come to pick the car . You guys ruined my whole day yesterday making me setting more than 5 hours in your shop and holding my car . Its very clear that you guys arent taking this very serious the way its.

  this is extremely disrespectful to costumer and harassing them to make them gave up and not asking for warranty service.

  Ill continue reporting this issue to all authorities; FTC , state's attorney general , The ************************************* NHTSA , also the media .

  and hire an attorney for all the damage that happened to me and any further damage to me or my car.

   

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

  Business Response

  Date: 11/08/2023

  The customer has received an extended warranty on the engine from Hyundai.  The customer has a check engine light on and wants to know if that is related to the extended engine warranty. 
  
  Customer refused to pay diagnosis fee, this is standard to diagnose and confirm coverage from the extended warranty.  It was explained to the customer that the fee would be waived when and if we were able to confirm his problem was covered under the extension.  He still refused and we did not perform any service. 
  
  A day or two later, our Advisor, *********************, contacted the customer and told him we would, as a goodwill gesture, diagnose the vehicle for free and see if it is covered under the warranty.  The customer made an appointment and agreed to drop it off.  When the customer arrived, he checked in with another advisor and decided to wait in the waiting room. The customer was advised that it would be several hours.  Unfortunately that day, the *** servers were experiencing an outage.  They were coming in and out of service.  We were unable to diagnose the vehicle that day due to this but we tried repeatedly.  We explained to the customer,offered a courtesy ride home and promised the vehicle would be diagnosed the next day.  The customer refused. I am happy to honor our goodwill offer to this customer again, but again, the vehicle will need to be left with us for an entire day to work through this process and prior approval from Hyundai. 

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

  Fixed Ops Director 

  Beaverton Hyundai 

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20744437
  
  I am rejecting this response because:
  A set of consecutive lies ; you made me waited 5-6 hours with no follow up telling me whats going on and the system down .

  you made me sign to diagnostic fee ( copy attached ). I asked for manager to raise a complain and your associate ******* state no manager and no complain system . I had to leave the service building to the sell building to find a manager to write complains ( copy attached). 
  the seller manager said we gonna call you the next day to schedule drop and send someone to pick your car and today more than 17 days passed and no one call .

  its clear that your department depends on lies in order to reject doing service to consumers, abuse them and blackmail them.

  I reported to NHTSA and Im not the only one with this issue, and that is another prove how bad this company in particular this location.

  me and others now preparing for class action lawsuit .

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

• Initial Complaint

  Date:08/21/2023

  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.

  In late June of 2023 I had an appointment at the Beaverton Hyundai service department because I'd hit something, and my back rear tire was losing air with a warning from the vehicle every 5-6 days. Beaverton Hyundai inspected the tire and diagnosed the problem as a bent rim. They ordered a new rim and installed it on July 20th, for which I paid $548. Six days later the warning system said the tire was low again. Clearly the the rim was not the problem. I took the car to ******************* and they correctly diagnosed the problem. They found a hole in the tire wall on the inside of the car, sold me a tire, installed and balanced it. The leak is fixed. The tire lost air seven times, each time after five or six days. The last time was after the new rim was installed and before I went to *******************.I went to Hyundai and explained at the service desk that they had misdiagnosed the problem and sold me a rim that did not fix the problem and that I wanted my rim or my $548 back. I was told I needed to speak to the Service Manager, *****, but he could not be found. I called on July 28th and got a call back when I was on another call, and was given ******* phone number, ************. I have called and left messages for ***** repeatedly during the weeks of Sept 4th and 11th. both his number. Finally I called the general service number. I was told my concern would be shared with the business manager and I would be called back. However, none of my calls have been returned.

  Business Response

  Date: 08/24/2023

  We reached out to ***** and spoke with her about the issue. Her wheel was bent and unsafe so we replaced it, it seems as if the leak in the tire was slow enough that it missed our visual inspection. Due to the time spent by ***** we did feel like the right thing to do was to pay for the tire and we also offered additional discount on the labor. Time is very valuable and we value our customers time above all, I hope that we responded to her satisfaction and she is happy. Going forward we will certainly do better. 

  Customer Answer

  Date: 08/30/2023

  I spoke on the phone with the service manager and was promised a check, mailed by Friday.  I have not received a check as of Tuesday's mail.  I don't want to see this complaint closed within the seven day period unless a check arrives today, during business hours so I can cash it.

   

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20503889
  
  I am rejecting this response because: 

  The businesses response is not accurate as to what I was promised in the phone call and I have received nothing. I was promised 1/2 half the cost of the rim plus the cost of the tire, a total of $350.  I have received nothing.  I was told the check would be mailed by Friday, August 25th.  Today is Thursday, August 31.  No check for any amount has arrived.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/07/2023

  The Holiday may have slowed down mail, sorry that the payment has not been processed fast enough. The fact that we failed to catch the bad tire does not mean that we caused it. Your wheel was bent and unsafe. We appologize for not catching the tire issue and making you spend additional time at the tire store but we did what we could to make it right.

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20503889
  
  I am rejecting this response because: 

  It has now been 13 days since the date that I was told a check would be mailed to me by Beaverton Hyundai or the Beaverton *********** it wasn't clear who would issue the check.  It still hasnt arrived. 

  Is it not time for Beaverton Hyundai to cancel that check and re-issue another? 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/14/2023

  I will check with our office and if the check has not been received we will send another one. 

• Initial Complaint

  Date:08/03/2023

  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.

  On Friday, July 28th, I dropped my car off at Beaverton Hyundai for them to check the brakes and the air conditioning. At the end of the day they called and said the brakes are fine, but they need more time to check the ** and traction control. Since the car was still running fine and the ** was technically working, I told them I could not leave my car and we agreed I would pick it up on Saturday the 29th in the morning. When I arrived the service department told me they could not find my car and couldn't do anything about it until Monday. I had to rent a car. On Monday I called and left three messages for management, but they did not call me back until the afternoon after I had a police officer go talk to them as my car might have been stolen. Now they're saying that to make up for their mistake, they'll pay to repair the traction control, which is unnecessary and I never agreed to. In the meantime I have to pay for a week of rental car, which I cannot afford.

  Business Response

  Date: 08/14/2023

  We reached out to the customer directly and took care of her rental fee and are in the process of finishing the repair. We believe that she will be happy with the results. 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20417259
  
  I am rejecting this response because:  While the rental fee was covered, the repair was never made.  In addition, I looked into trading my car in rather than wait for the repair.  Beaverton Hyundai gave me a lower trade in value than two other dealerships I contacted.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/22/2023

  We are sorry that you feel this way. We took care of the rental bill at zero cost to you and had a part on order to repair your car. At this point there is nothing more we can do. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20417259
  
  I am rejecting this response because: after deciding to trade in my car I got four quotes on its trade in value.  The quote I got from ****** at Beaverton Hyundai was by far the lowest of the four I've received so far.  While I know there is nothing further Beaverton Hyundai can do to make up for their horrid customer service, it should be noted that you undervalue trade in cars even when working with a customer who has a valid complaint.  I can only imagine how you treat other customers with trade ins.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/21/2023

  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.

  My car was towed from my house Tues June 13th because it wouldn't start and the battery seemed dead. A service provider, ****** called that night and gave a direct phone number for me to use to reach him. This phone never worked. I told him Tues night thatI needed to pick up the car on Wed. I already had an appt scheduled for 7:45 am.I called 6* re: the status of my car. I was frustrated. Twice I spoke w reception who promised a quick call back. That never happened. I even left a vm with *****, the mgr. When ****** finally called back he tells me the battery isnt replaced yet. I was really disappointed because by that time it had already been with them 6 working hours at least. I spent over 30 mins total on hold!He said that it needs a new battery and the cost is under $300. That was disappointing yet I authorized the $300 repair. So, I estimated my final bill to be around $400 with the other service. I asked for a discount due to poor customer service and poor communication. He agreed.It was getting later in the day and I needed to leave town as planned for a long weekend so I left Beaverton and had given up on picking up my car on Wednesday as planned and felt disappointed.I tried calling multiple other times to no avail to make sure my car was ready and final invoice **** So we drove in. I got there, a person named ******* showed a bill that was over $800! Way more than I authorized. It took about 40 mins for him to offer some money off. I called another Hyundai dealer and they quoted only $380 for batt replacement (way less than Beaverton!). I got out of there finally and had to pay $581.15. I felt hosed. They forgot one of the services I requested so I waited while they completed that. Then I finally paid the bill and noticed that on the receipt it showed Mastercard and not Amex as I had presented an Amex card. I was told that the bill was charged to another customer. What a total mess! They had to void the transaction and swipe my card again. I am angry!

  Business Response

  Date: 06/23/2023

  We are incredibly sorry for the inconvenience and communication errors that occurred during this visit.  We have reviewed the documentation on our end and have reached out to the customer directly to resolve.  We are confident we can provide the customer with a corrective action to their satisfaction. 

• Initial Complaint

  Date:04/25/2023

  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.

  Around the time that my check engine light came on, I brought my vehicle in for a recall. They did the recall and said that the codes for the recall were similar to the codes that were popping up for my check engine light. They said it could be catalytic converter related. On 3.13.23 my car stopped accelerating on the freeway and I had to wait 3 hours for a tow. Had them bring the car to Beaverton Hyundai. After dropping it off, no one would call me back, it was always me calling them. They said that my catalytic converter needed to be replaced as well as a sensor. I received my car back a week later. 4.4.23- was driving out to seaside and my car stopped accelerating and the check engine light began flashing. Had to wait 2 hours for a tow and had to pay $160 out of pocket since we were so far away from the dealership. Brought the car back and had to pay $20 for an Uber home. Was speaking with ******, told me theyd reimburse me for both. 4.12.23- no one had called pr updated me at this point. Called and spoke with *****. He told me that now its an engine problem and they need to change the oil and filter, even though I was up to date with my oil change. Asked him why they didnt catch this last time, he told me that since it was showing as a catalytic converter problem, then no other codes would come up until they fixed that one code. He gave me the number of Hyundai corporate and instructed me to call them to get the oil change reimbursed. As of today , 4.25.23, I still do not have my vehicle. No one calls me and when I call for updates, the receptionists tell me that someone will call back, and they never do. I spoke with **** on 4.22.23 and told him to do the oil change and he said he would and would call me in a bit when it was ready to be picked up. He never called. This morning at 9:30am, ****** called and asked if I wanted to do the oil change. **** never told anyone to do it and so nothing has still been done. Dont know when Ill be getting my car.

  Business Response

  Date: 04/25/2023

  I am going to pull ****************** file and review it and I will respond with the status and what will happen next. 

  Business Response

  Date: 04/27/2023

  Here is more information regarding complaint #******** for Beaverton Hyundai. My service manager sent me the timeline below. We should have done a better job in communicating days off with the customer to better set expectations. At this point she needs to call ***** back and go over repair options. We stand behind being willing to offer a refund for towing and uber expenses. We are doing our best to help her but she doesnt seem to understand that we can only do so much, we are not Hyundai Motor *******.  

   

  Please see summarized timeline below.

   

  1. Customer had vehicle at Tonkin dealership on Feb 6^th with ***** miles for recalls and they told her that her vehicle may need catalyst due to check engine light code for catalyst system but decided to take vehicle. She performed 2 recalls on the vehicle at that time. One recall was a reprogram of her PCM which would have cleared all her codes out of her system

  
  

  2. Customer drove vehicle until she broke down and towed it in to us on march 14^th. ****** checked it in
  3. We diagnosed vehicle. No active codes. Had p0420 in history and was still stored in PCM.
  4. We proceeded and replaced catalyst. Cleared codes and all was ok
  5. Customer picked up on march 20^th. Mileage at time was 54824
  6. Customer drove vehicle and check engine light came back on and started to flash on April 3rd.
  7. Called in and spoke to ******, ****** promised to reimburse for towing and uber rides.
  8. Customer towed vehicle in with ***** miles
  9. Experiencing same symptoms as before but this time had code p1326 stored in history.
  10. Found tsb ********h and proceeded with diagnosis.
  11. Contacted tech line and submitted photos
  12. Techline stated that the customer needed to perform an oil change due to having an aftermarket oil filter on engine. This vehicle has never been to a Hyundai dealership for oil changes since being bought brand new. It was previously owned by *****
  13. I spoke to customer on the 12^th and informed her what techline recommended. She did not want to authorize anything and wanted it for free.
  14. I declined and stated that the condition of her vehicle is unrelated to the catalyst and explained further of how the pcm performs its self-test and we cleared the vehicle prior to her picking up
  15. Customer put 289 miles on her vehicle prior to check engine light turning back on
  16. Customer felt that this was related to a recall, I explained that it was not
  17. I did confirm that we would reimburse her for the tow bill and uber rides even though we were not obligated to do so. Sent email to customer on the 12^th while on the phone with her. Email attached
  18. I provided her with the Hyundai customer service phone number as she still felt this was all related to the recall and felt that Hyundai should pay for her oil change and diagnosis
  19. Customer called in on Saturday 04/22 to have oil change done. She spoke to ****.
  20. **** informed her that the tech is not in on Saturday and the car may still be taken partially apart for diagnosis
  21. **** was off on Monday and spoke to ***** about it on Tuesday 04/25
  22. ***** called customer on 04/25 to confirm that she wanted the oil change and authorize the charges
  23. Customer authorized charges and we proceeded with oil change.
  24. Customer picked vehicle up on 04/25 and I personally met with her at that time
  25. She asked about the reimbursements and I informed her that we were still waiting on an email back from her with the charges so we could have backup for the check.
  26. She claimed that she didnt get my email
  27. I showed her the email that I sent to her on the 12^th and verified that it was the correct email address. I resent email to her while she was in my office. That email is also attached.
  28. She emailed me the backup for reimbursement check. I forwarded it to ***** immediate after. Email attached.
  29. I provided customer 2 options, we mail the check or she can pick it up. Customer decided to pick it up as she is moving and doesnt know if she will get it in time before she leaves
  30. I told her that I will call her and email her when the check is ready, provided her my business card and thanked her

   

  I also searched for any open/closed cases for customer and there is none in the ********************** system which means customer did not contact ********************** as advised.

   

  Thanks

   

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

   

  Service Manager

  Beaverton Hyundai

  Office **************

  Fax **************