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:03/17/2024

  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 wife and I bought a defective car from Murfreesboro Hyundai. During the test drive we pointed out that the car was defective. The defect was in the media/radio/navigation display. The salesman knew it was defective and said it would be fixed before we took possession. It wasn't. On the drive home it began malfunctioning again (I have video evidence as well as admission of the defect from the dealer). After one week with no communication from the dealer, we returned to have it fixed. We were met rudely at the service desk and told "tough luck!" I went to a manager, he moved us to the front of the line and a service tech looked at the defective car. He said he would have to order a new part. We were okay with that. After one month we were told that the part had not come in and was on back order. We also learned that the part was not ordered until two weeks later.The primary reason for purchasing the car when we did was due to a planned road trip where the navigation system would be vital. The dealer did not seem to want to help resolve this matter.We took the car back and demanded a different one. We were told the only way to do that would be as a "trade-in". I told them I did not care as long as it was a wash. It wasn't. Instead of nullifying the original purchase, they started the second agreement with an $11,813.48 balance. They also took my wife's name off of the loan. They charged us almost $12k to drive a defective car for one month. At most it should have been the $724 monthly payment. By adding the $11+k and removing my wife's name they were unable to approve me for the 10-year warranty. Instead, we were given a 7 year.The salesman quit or was fired immediately after I filed the first complaint. And the dealership is now on their third ** since our purchase. The new **, ***********************, reached to "make things better" but has not received or returned my calls. The salesman and the tech lied, the financier took advantage of us, and the ** ignored us.

  Business Response

  Date: 04/11/2024

  Hi ********************, 

  ************************* here and I'd like to schedule a time to meet you in person and review the transactions you're referring to and review the questions that you have. Please reach me via phone or email and I'll make time to meet you at your convenience. 

  Thank you

  *******

  Customer Answer

  Date: 04/11/2024

  They have asked for a meeting. I am accepting the meeting but I don't know what the outcome will be or if I will be satisfied. I wish to keep it open until the matter is resolved. 

• Initial Complaint

  Date:02/20/2024

  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 brought my car in around 1/18/24 to have repairs done after an ice storm. The had the car for 2 weeks supposedly running diagnostics to find all issues. The whole time its nearly impossible to reach anyone. Finally two weeks later they tell me its fixed and they replaced the tire rod and I pay them $1300. Days later the car is making a noise and I have to bring it in 2 separate times before theyll look at it. Turns out they actually didnt finish the work and its now going to be $2500 more to repair what they missed.

  Business Response

  Date: 04/11/2024

  Hi ******, 

   

  I'd like to set up a time at your convenience to meet with me in person and I'll have our service manager ****** join us so we can go over the information you've provided and have a better understanding then a resolution. 

  Please reach me by phone or email to set up a good time. 

   

  Thanks,

   

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

  Customer Answer

  Date: 04/12/2024

  The business needs to reach out to me directly as they have provided no contact information for me, and I have attempted to reach out on my own several times without a response. They have all my information as I have an active account with them. 

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21317826
  
  I am rejecting this response because: You need to reach out to me directly. You have provided me no contact information, have not responded to my numerous attempts to reach you, and have access to all my information within my account. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/22/2024

  We have been in contact with ****** and completed the repair on the vehicle. ****** has my cell number and we have addressed her previous concerns. 

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

   

  Customer Answer

  Date: 04/24/2024

  Hyundai received payment from insurance to replace the wheel damaged in the accident. Hyundai gave me my "completed" vehicle back with the damaged wheel still on my car. They just moved to damaged wheel from the front to the back, this is backed by photos taken by the insurance adjuster.  

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21317826
  
  I am rejecting this response because: Damaged wheel is still on my vehicle. Insurance pain dealership to replace this wheel, however it was only moved from the driver's side front to the driver's side rear. Photos taken by insurance adjuster show the now back wheel is the same as one needing replaced.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/01/2024

  This concern has been addressed and the wheel/tire has been corrected. Thank you. *************************

• Initial Complaint

  Date:09/22/2023

  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.

  We purchased a used 2017 Hyundai Santa Fe XL through the Murfreesboro Hyundai dealership in May 2023. The salesman, ****, stated prior to purchasing that the XL was inspected, in great ******************** signed paperwork but there was an open ************* needed to order the part, so the car stayed. 2 weeks go by of minimal contact. Finally we hear from them and they say they replaced the recall piece and found the brakes were bad, so they were replaced as well. Red flag #2 that the inspection never happened.I drive the vehicle 45 minutes home and the engine sounds awful. Its rattling, shaking, sounds like its working awfully hard. I call the dealership and they tell me to bring it back 2 weeks later when they can get to it.I then drop it off & dont hear from them for another month.Finally, they call & say we need to trade in cars as the one we purchased cant be fixed. We demand to know what was wrong with it and after another week of waiting, they say the timing belt needs replaced.So we tell them replace ********* do after 2 more weeks.I drive the car home, the engine still sounds terrible & we bring it back within a week.After a month of no communication, they call and say the engine needs to be rebuilt along with many other issues.We authorize and they do it.(During that month they gave us a loaner car that was also mechanically unsound & broke down)1 week after having the car back, the check engine light comes on.We take it back in. Its been almost 2 months and they are now saying the car is beyond repair, we need a new vehicle. I dont feel safe in this car with my kids anyway, so a new vehicle is the best option.However, now the dealership will not communicate. We have no idea whats actually wrong with our car, they wont find us a new vehicle that fits our family & budget (I have even been sending vehicle options through their ************ Or figure out another option. Nobody will return my calls or emails. I am at a loss on what to do.

  Business Response

  Date: 12/01/2023

  We got the customer into a different vehicle and taken care of. 

• Initial Complaint

  Date:09/05/2023

  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.

  Vehicle was towed in to Murfreesboro Hyundai on September 7 2022 at around 11PM. From the moment it was towed in it has been a disaster. I called the very next day due to vehicle being towed in night before. **** the Service Advisor stated it would be about a week before they could look at my vehicle. Ok fine, I get it they're probably busy. I was passing through from IL on my way to **. I waited a week, no answers, vehicle was not even looked at, ok I gave them another week by then I was told I needed a new engine & would have to wait due to it being on "back order". I asked for paperwork or some type of document so I can also follow up with Hyundai and see about a possible rental. Nothing was ever given to me. Then I was told in November 2022 they made a mistake I would not need a new engine, I would just need a new cylinder valve. & that piece is also on back order. I called every 14 days or so for an update (because nobody was returning my calls). I kept getting told my service advisor was fired, the service tech was off, the master tech was in ******* on active duty and he was the ONLY one that could take care of my car. The excuses went on for months. Until I finally decided to DRIVE down on August 2023 with my 1.5 year old and 5 month old. Just to be told my vehicle was no longer there and was shipped back to IL! I asked for documentation or anything showing work was completed and what exactly was done because I never got clear direct answers as to what the issue actually was. I left my vehicle there with 91, 607 miles and it was returned with exactly that, check engine light on, and two back tires that were not the original, one having a nail in it. Paperwork states My car was brought in in April 2023 and worked on for 4 months only. I asked where the last 6 months are and ************** stated they have a new system which has wiped out any previous info from 4/2023. Vehicle STILL is not in working condition and they had it there for almost a whole year.

  Business Response

  Date: 09/21/2023

  I am so sorry to hear about your car and all the trouble you have had with **.  Yes, we have had many many changes over the last year but that is no excuse for the lack of service and communication.  I would like to ask what "refund" you are asking for.  I was under the understanding that your vehicle was under warranty?  

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20557694
  
  I am rejecting this response because:

  Hyundai Corporate is stating you all have not submitted work order forms showing work has been done. I am ineligible to receive a refund on my rentals I paid out of pocket because you all would not provide a rental until you All submit proper paperwork. I am looking at having to pay out of pocket for work completed I am also having to come out of pocket here in IL because once the vehicle arrived the check engine light was still on and I received it with the same amount of mileage it was left at. So another diagnostic check is being done. You all just sat on my vehicle there for months & still will not return my calls. ***** and *** both told me they were working with enterprise on paying for my rentals and nothing ever came about. 

  
  Sincerely,
  
  ****** De La ****

  Business Response

  Date: 12/13/2023

  Customers vehicle is here now and we are working for a resolution. 

  Customer Answer

  Date: 12/15/2023

   
  Complaint: 20557694
  
  I am rejecting this response because:
  
  

  The information the business has just provided is incorrect. Vehicle is not there and they know that. Please stop the lies or show proof vehicle is still there.

  
  Sincerely,
  
  ****** De La ****

  Business Response

  Date: 04/11/2024

  Hello ******, 

   

  After reading your document I'd like to sit down in person with you and our Service Manager to discuss and review next steps for resolution. We are both new to the store since your original visit and want to have a thorough understanding of how to correct this. Please email or call to set up a time to visit.

   

  Thanks

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

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 20557694
  
  I am rejecting this response because:

  The response took way too long. The next guy will blame the last guy that was there. Its all Ive heard. The communication has been terrible. Lastly, as previously mentioned. I live in ********. When I tried to reach to the ** (which I have emails) nobody bothered to call me. 

  
  Sincerely,
  
  ****** De La ****

• Initial Complaint

  Date:08/01/2023

  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've had nothing but terrible experiences with this dealership and Hyundai as a whole. I've had a previous vehicle serviced here, it took over 9 months to get serviced and I only got a loaner for the last couple months of that. They tried buying that same vehicle back from me and gave me a terrible trade in price, so I traded it in elsewhere. My latest issue is I had engine failure. I had my vehicle dropped off at the dealership, I couldn't get ahold of anyone in service, so I reached out to Hyundai corporate. Hyundai corporate couldn't get ahold of their service manager and regional manager. They finally gave me an update after a month and told me that my vehicle is outside of warranty after I had already paid over $1000 in rentals. I called every day asking and trying to find out if it was under warranty, they kept telling me to wait and assured me that if it was under warranty all of my rentals would be reimbursed. In conclusion, after a month of calling corporate every day and trying to get ahold of this dealership to see if my car is under warranty, I end up spending over $1000 that they won't reimburse me for, and I'm no where closer to getting my vehicle fixed as their another 4 weeks booked up. Never buying a Hyundai again. They're unreliable and Hyundai's customer service on all levels is terrible.

  Business Response

  Date: 09/12/2023

  Can we get a copy of the rental invoice and I will try and help get it covered. 

• Initial Complaint

  Date:04/10/2023

  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.

  I bought a car from them October 2022. I have a had to bring my car in THREE different times since I just bought it for the same issue. Each time it has been in the service center for a month. I have ****** had my new car for longer than 2 weeks at a time-its only the beginning of April.I have tried numerous times to speak to any sort of manager-Im dodged or told Ill get a call back and never do. ***** the sales manager was just very rude and threatened to hang up the phone call. He told me my car still probably wont be done by the time I have a vacation april 13th. It has been almost 5 weeks and still hasnt even STARTED work on my car! They have known about my vacation since the 2nd of March and told me it would be done and its still not being worked on and I cant get an answer from anyone.

  Business Response

  Date: 04/10/2023

  I have spoken to ********************** and we are repairing her vehicle and will be ready by Wednesday 4/12/23

  Customer Answer

  Date: 04/10/2023

   
  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:03/16/2023

  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 engine is part of the Hyundai recall. The car was towed to Hyundai two months ago. I had been told by ***** that my car had been submitted to Hyundai, and that corporate came back and asked for additional photos. I called back today, only to find out that I have been lied to by the entire dealership, and that my car has not been submitted, they don't have approval and could not give me hard deadline. The person I spoke to on the phone admitted that I had been lied to. When I asked for a rental or a loaner, he just kept telling me there was nothing he could do, which I do not believe for one second. They are a dealership. They have a way to get me a car. My family needs a rental or loaner vehicle and they need it now. This is absolutely ridiculous that I have been lied to over and over and over again by this dealership with no promise of resolution.

  Business Response

  Date: 04/04/2023

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

  I sincerely apologize for the confusion and misunderstandings on our part.  I'm not sure why anyone would tell you false information regarding the motor recall on your vehicle.  We are still waiting for final answers from Hyundai but in the meantime I will have someone reach out to you to set up a loaner car for you and your family.  

  I do apologize for any inconvenience that this has caused. 

• Initial Complaint

  Date:02/14/2023

  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.

  January 5 after waiting a month to get our car in for motor issues. January 9th we found out the motor was broken an would be replaced under warranty. I promptly asked for a loaner car. They didn't have any, but i would be put on a waiting list. January 17th I followed up via text. Was told to fill out claim form and submit any maintenance paper work. It was delivered to the dealership on the 17th. Followed up on the 24th I was told the warranty manger ********************* was in a meeting and he would call me back. Followed up on the 25th via text. Was told she put a sticky note on his desk and he would call me back. Called back on the 26th waited 20 minutes on hold. ********************* said they only had 1 mechanic and there would be a 6 to 9 month wait to get the car fixed. they still had no loaner calls, but they were work with Enterprises Rent a car to get me one. He will will call me back the next day. Fast forward to February 6th. Still no updated still no car ********************* told me he would call tomorrow with an update. February 7th I called ********************* again. Was told there was a loaner car available, but they would need 3 hours to get it ready for me. I told him great see you after 4 PM. We got to the dealership at 4:20ish. I sent my husband in with the insurance documents. he was told they were transferring the car to another dealership and they would get us a loaner car. Here we are on February 13th, The car hasn't been transferred, we still have no loaner car car THEY ARE LIARS. The general manager said we would get an email today with all information. It is 6:21 and nothing THEY ARE LIARS

  Business Response

  Date: 03/08/2023

  We apologize for any inconvenience and trouble through this process.  We have been overwhelmed with the warranty claims for the engine issues and have been working with Hyundai and other Hyundai dealerhships to help facilitate.  We should have done a much better job at communicating and following through on our commitments.  ***************** car is now at Hyundai of Cool Springs and is checked in with them. 

• Initial Complaint

  Date:01/09/2023

  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.

  Our 2012 Hyundai Santa Fes engine blew in the beginning to middle of August 2022. We had the car towed to Murfreesboro Hyundai dealership where we found out that the engine blew due to a recall on the car and we were told that they are going to replace the engine at no charge. Our car has been there ever since. At first we were told by the service department that it would be two months before the car engine would be able to be replaced due to they had 45 cars in line in front of us. At the end of the 2 months, we were told it will be the end of the year when the car engine will be able to be replaced. At that time, I called Hyundai corporate and asked them if they could help me expedite getting the car fixed since the car had been there for five months. I was told today by the corporate representative that there are now 50 cars in front of us in line at the dealership, and there is no estimated time of replacing the engine. The new engine for our car has not even been ordered yet and other people are having the same problem with this specific dealership. The Hyundai representative suggested that I contact you to ask for help. He told me that you will contact their legal team and can help to expedite getting our engine replaced and car returned to us. Overall, I believe I have contacted them at least 10 times over the 5 month period with no progress. We appreciate any help you can offer.

  Business Response

  Date: 01/10/2023

  We have spoken **************** and addressed her concerns.  We will be repairing her car as soon as the manufacturer gets us the needed parts.  Also, we will be updating **************** on a regular basis on the status of her vehicle. 

  Customer Answer

  Date: 01/11/2023

   
  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,
  
  *******************