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:09/26/2023

  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.

  ZERO stars for the business and *********************************, the ghost employee. He was so fake nice when I dropped my car off. "Yeah you have history with us, we always take care of your car. Diagnostics usually takes 3 weeks to get in but I can make it happen in a week and a half...maybe 2 weeks. No loaners, sorry." 20 open working business days later, or 3 weeks, or 4 weeks counting weekends... The entire month of September. I was told they would call when it got to diagnostics, to tell me what the problem was, if it was warranty. No call. Was told they would call when the part came in, no call. Was told over and over that my calls would be returned to answer these questions, ....wait for it....NO CALL! Ha! Then they have the actual ***** to TEXT, not call to say "hey, that car you keep in your garage was just damaged by baseball size hail because we didn't keep it covered. You should probably call your insurance. "Loaner car? they're damaged too." *** you don't give out loaners so stop telling people that. Now I'm out of a car for what? Another month? Another 500 dollars? The ONLY reason I do business with these people is because I bought a warranty package when purchasing my car. That means regular maintenance etc is covered but only at a dealership. RR is the closest to me by a long shot. I will never purchase a Hyundai again. Counting down the days til I'm done with them, their ****employees, and their ****cars. (Ask me about my husband's ordeal when his engine blew up due to a recall right after they changed the oil) This is about as short version as it gets. Posting for a reply ******* :) My favorite part is how he blamed a hail storm that lasted 30 minutes on Monday night for not getting back to me at all for the past 3 weeks. Him trying to be a smart ***through a text didn't go over well. I change my mind, he has no****. He's a joke and a ******. This is the ****** review I left them. Call me with any questions. They are refusing to give my car back

  

  Business Response

  Date: 09/26/2023

  Your frustration is understandable and I apologize for that. At no time were we holding your vehicle hostage, you could have picked it up and any time unrepaired. Your vehicle has been repaired with a brand new turbo which was covered under H3131393638333**73137Hs warranty. You also requested a State Inspection and Oil Change, which were completed and you refused to pay for. The police that you brought, actually had to ****** you out of the service department as you attempted to rush one of our employees (case #**-115391). To address your requested settlement, your vehicles mechanical issue was repaired yesterday and ready for you when you arrived yesterday evening. If video footage is required we can supply that upon request.
  
  Regards,
  
  *******************
  Service Manager
  Round Rock Hyundai

  Customer Answer

  Date: 09/26/2023

  Complaint: 20653512
  
  I am rejecting this response because: 

  It is untrue.  Pretty much all of it. The work was not done. The company refused to release my car to the tow truck driver I sent. I am the one that called the police to meet me there the second time I called a tow truck because RR Hyundai essentially stole my vehicle.  They told me they were not working on my car but when police showed up they produced a false work order within 20 minutes. No one rushed any employees. I am requesting all video and audio from Sept 1 and Sept 25. I am also requesting all voice calls and text correspondence. Calls  started on April 1 when I made the original appt.  Texts confirm they did not do any work.  All calls are recorded. 
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 09/26/2023

  The vehicle was repaired, it can be taken to another repair facility to verify new parts (a turbocharger was replaced) as stated in the invoice. ******************** chose not sign the invoice or allow us to review with her. The officer ****** for her showing that the vehicle was picked up. Unfortunately, there is nothing more that we can do at this point. The vehicle has been repaired, along with an oil change and state inspection (the state will also have record of the inspection being completed).

  Customer Answer

  Date: 09/26/2023

  Complaint: 20653512
  
  I am rejecting this response because:

  Again lies lies lies.  I have text messages from ********************************* stating they will not be working on my car then another one later stating the work is not done. Between those 2 text messages is when I sent the tow truck the first time. On the tow truck drivers phone I told them not to touch my car since nothing had been started. ***** is the one we spoke too. Did we get the requested phone and text records? And the video they have fixing the car? I have the texts. And I can produce at the least the call logs. They have the audio. They could only produce a "work order" after cops were called on them. Like I said they lied. They made up the work order. Which is it? You didn't do the work? Or after I explicitly said do not touch my car, you did then didn't finish, leaving me a dangerous undrivable car?  All of it sounds like a death trap. I will be taking the car to my trusted mechanic who knew what the problem was all along and can fix that and anything else RR Hyundai screwed with.  Anything else he finds will be passed along to Hyundai ***.  *********** has proven untrustworthy and to be liars.  Even if they did do the work( that they said they weren't doing) there is no way I would trust anything they touched. They were incredibly hostile. My car is now even more unsafe then when dropped with them.  I didn't see any call logs or text message records. I know RR Hyundai has them. Every call is recorded. Weird they don't want to pass those along to help their case. Again. We are requesting all video/audio starting April 1 when i made the original appt up until Sept 25.  RR Hyundai offered up this evidence. So let's see it. At this point I'm sure they're knee deep trying to alter those records before handing them over.  Calls, texts, video.  If we're looking at my evidence alone, they're guilty.  
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:09/20/2023

  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.

  WARNING - DO NOT PURCHASE A VEHICLE FROM ROUND ROCK HYANDAI!!!!!We purchased our second Santa Fe from Round Rock Hyundai. Our ********************************************************************** off the lot. We had questions the next day and drove back out. We were told by the sales department they needed to take care of customers. Less than 24 hours, you are no longer a customer. After this, we discovered there is no service in what the dealership calls a ********************* My husband purchased the "lifetime oil changes" but do not waste your money. You cannot get an appointment for SEVEN MONTHS! Yes, you are reading correctly. It takes SEVEN MONTHS to schedule any work including but not limited to oil changes, factory recalls, and warranty work. My vehicle has ****** miles and the back up camera went out. I called this morning (8:42 AM) and was told, APRIL **** is first appointment. I complained and was told the service manager would return my call. My call was sent to ******, ***************** manger. I called back at 3:20 PM and requested to speak to the ****************** Manager, *******************, who of course is not available. I requested to speak to the General Manager, *******************************, who of course was not available. Next I was transferred to Hyundai North America holding for the ************************* I explained the situation I spoke to ********* in ************** She took my contact information, set up a case number, and now I wait being quoted that a case manager will contact me within 3 - 5 days. I am asking to have my warranty issues be resolved timely, factory safety recalls handled timely, and should the dealership not wish to honor the "lifetime oil changes" sold to me at the time of purchase, a full refund! Case #******** has been assigned by calling ************.

  

  Business Response

  Date: 09/20/2023

  Thank you for your feedback, **************. I completely understand where you are coming from. It is hard as a dealer to tell my customers that you will have to wait a few months to get your car serviced.Unfortunately, with everyone that has moved into the area and the lack of other Hyundai dealers, that is an issue I deal with daily.  I want to get my customers taken care of in a timely manner and that is something Round Rock Hyundai is working on. I understand your car is here currently. Trust me, we are doing everything we can for you to make sure you get your vehicle fixed and back to you as soon as possible. 

  Customer Answer

  Date: 09/20/2023

  Complaint: 20627586
  
  You are correct in that my car is in the shop now for service.  ****** was very nice this morning and while I hear the issue is associated with people moving into the area, this is the same issue that we have experienced since we purchased the vehicle March 2021.  I should not be forced into a stressful situation every single time I try to make contact with the "service" department.  I will reserve accepting a "resolution" once the problem is resolved.  I have also received the assistant manager's direct contact information for future needs.  I will be anxious and keep hopeful the recurring issues will be resolved timely going forward.
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 11/21/2023

  We completely understand, we do not want our customers to have to go through anything like this. We have and are continuously searching for Technicians to add to our team, which I'm sure you understand the difficulties of finding workers let alone skilled workers. The shear volume of Hyundai owners in our area is contributing to the delays. The fix will take some time and we won't stop working towards increasing our capacities. We have embarked on a Mobile Recall Tech project that we will be able to send a technician out to customers to complete recalls.  In addition to that, we recently received the go ahead from the manufacturer to build another location to help alleviate some of the pressure.

• Initial Complaint

  Date:08/07/2023

  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 2019 Hyundai Sonata recently stopped running. While driving, I got a warning alarm related to the hybrid engine and pulled over when safe to do so. I called Hyundai Roadside assistance and they towed the car to around Rock Hyundai (where I had purchased the car). I called the service department the next day to confirm receipt and was told that the soonest they could diagnose the car was January **** (over five months away). I asked to speak with the **************** manager and was told the same. The manager was frustrated and basically said he could do nothing. There were no attempts to rectify the situation and I was told my only recourse was to call national customer service. I emailed the general manager and received no response back.I did so and received very little assistance. I was assigned a case manager after a full week who has still not reached out to me. I was told by the initial phone support that I should look for another dealership to see if I could get in there. Again, everything has been put back on me to solve.The nearest dealership I could find with availability in a reasonable timeframe was 40 miles away. I am now looking at having to arrange towing for my inoperable car to the new dealership.I bought this car partly because of the warranty that was a major marketing tool. I now question whether this company ever really intends to stand behind its guarantee.I have no idea whether the needed repairs are minor or extensive. The dealership refuses to even check the diagnostic codes until next year. My faith in this company and specifically this dealership is shattered at this point. I have never run into a dealership that is so completely uncaring and unresponsive for one of their products and I see that my experience is not unique given that every other rating they received is one star out of five.

  

  Business Response

  Date: 08/08/2023

  We apologize for the length of time it is taking to get your vehicle diagnosed.  Unfortunately, we do not have control of Hyundai corporate and them not reaching out but we have reached out to Hyundai Motors on your behalf. Your vehicle is set to be looked at today (8.8.23) unless otherwise communicated. If towing to another store is desired, we can facilitate that, we however do not have control of their schedule and all dealerships within 200 miles of here are extremely backed up, with the soonest having availability in October. Please understand that this struggle is not only with our store but all stores in the area.

• 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.

  Traded in previous Hyundai Santa Fe (less than one year old) upon suggestion of the Dealership who needed Used Vehicles to place in their inventory. My current 2021 Santa Fe (purchased May 2021) has been to the dealership for recall and service. VIN#: ***************** Model: SANTA FE HYBRID (TM) 1.6T Year: 2021 I filed a complaint with Hyundai Motor America, #******** that outlined the following:Car was taken to service department on 07/05/2023 with ****** miles. *** car was dropped off for regular service (oil change, tire rotation) as well as to address the Check Engine Light that was triggered in January this year. I was quoted that I would have to leave the car at least six weeks. I told the service coordinator that was fine; I had made arrangements for a vehicle.NOTE: Previous attempts to have the service performed were unsuccessful; the dealership informed me that the car would need to be left for four/six weeks. Attempts to schedule appointment online failed; attempts to call for appointment ended up with automation disconnecting.I was notified the following morning that my car was ready for pick up.*** next day the service engine light returned. I contacted the service advisor immediately and was then told that it would continue as long as there was a service recall on the vehicle. I indicated that the engine warning light had triggered too many times to be that; the errant warning message of low coolant levels was intermittent and a dash warning, not an engine warning. *** dealer service department also reported excessive wear on the tires and that replacement and alignment were needed for them to take the vehicle back in for further diagnostics. Hyundai CLOSED the complaint without my consent & said they would arrange service for car to be fixed (diagnostic run, service performed; engine light off). Since then, I was informed no time was available! I made an appt myself: January 22, 2024!No one from the dealership will return my call.

  

  Business Response

  Date: 08/01/2023

  We are extremely backed up and doing all that we can. The customer has had her check engine light come on no less than 3 times, which we've only been able to find as a current failure on one occasion. This required a software update to remedy the issue. Customer has been in contact with one of our Service Managers today (8.1.23) with questions. In order for us to complete the current open recall, we are in need of a label that is currently on backorder from Hyundai. We have been in contact with Hyundai ****** of America to try and coordinate necessary repairs with this customer as well.

  Customer Answer

  Date: 08/02/2023

  Complaint: 20405864
  
  I am rejecting this response because: there isnt an ETA or acknowledgment that the fix will resolve all of the issues with the vehicle. 
  

  I have been very understanding of how busy the service departments is; I dont want to be in a position after the promised fix is incomplete and Bluelink continues to send red warning messages, I have to get in line again for service.

  Im requesting that Hyundai pay off the $18k left on the loan being handled via their own finance entity. Once that is accomplished, I will trade the vehicle elsewhere for reliable transportation, therefore negating any additional attention or service from the dealership.  
  

   

   

   

  
  Regards,
  
  *********************

  

  Business Response

  Date: 08/03/2023

  We understand your frustrations, please understand that we have not been given an eta by the manufacturer and we will not make false promises regarding the recall part that we are waiting on. This recall also does not have anything to do with the check engine light that is on. At your last visit, we were unable to get a failure to occur, therefore cannot make a repair. As far as paying off the vehicle, that would be a conversation with the manufacturer not for the dealership.

  Customer Answer

  Date: 08/03/2023

  Complaint: 20405864
  
  Thank you for the prompt response.
  

  I am rejecting this response because:

  the check engine light was off when I picked up the car, but came on the next day and is continued to be reported in the Bluelink Monthly report. Im also receiving intermittent messaging:: Service Due -90 days).
  

  am I to understand that I should go for service at Autozone or ? in order to have the diagnostic run and repair implemented. What failure were the service people seeking to occur? 
  

  thank you for advising that remuneration consideration needs to be made with the manufacturer.  I will open a case with the National Customer service. 
  

  since we dont know how long Ill be driving this car until the parts are delivered Im trying to understand where to go to get the engine warning light diagnosed and repaired and the reoccurring service due light turned off. Where do you recommend I have the diagnosis and service performed? 

   
  

  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/18/2023

  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.

  In December of 2022 I took my Hyundai palisade for state inspection and based upon Hyundai recommendation I needed to have the rotors resurfaced which I did. A few weeks later in January my vehicle started making a strange rubbing noise, so I called the service department and they scheduled for me to bring it in. Upon inspection they stated that a rock had worked its way in between the rotor and the pad and caused a groove which was causing the noise so the rotors needed to be resurfaced again. Because this was not due to the work done it was not covered under warranty. Then again in late Feb of 2023 the same thing started happening, I used the messaging service to contact the advisor I had been working with to schedule an appointment and in March they were able to get my car in but had no rental so I had to pay out of pocket for one because they needed me to leave the car with them. After that visit they still had not diagnosed the issue but fixed the problem and the car wasnt ready when they said it would be, but I had already returned the rental car. Finally by mid afternoon they texted me to tell me the car was ready and when I picked up my vehicle I had 5 miles left in the gas tank5 miles, when I dropped the vehicle off it did not have a full tank of gas but had 50 or so miles left.. I was already upset at that point and did submit a complaint but never heard back from anyone. Towards the end of April started having the same issue same noise again, took the car back in the advisor stated that he didnt know what happened but that whoever worked on the car didnt lubricarte everything properly so they fixed that. I left and the noise went away for a week or so and came back. I have been in contact with them since June 1st to get my vehicle back in with no success. I have also reached out several times to have a supervisor or someone contact me and have yet to hear from anyone including the advisor I had been working with.

  Customer Answer

  Date: 07/18/2023

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/17/2023

  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 made an appointment with Round Rock Hyundai in January 2023 for an appointment to diagnose the front collision sensor warning that came on. When I called to make the appointment, I was told the earliest appointment was on June 26 (yes, I had to wait six months for the appointment). When I brought my car to Hyundai Round Rock on June 26, the service advisor, **********************, said the diagnostic will take about two weeks for its technician to perform the diagnostic. I was very disappointed. After waiting for six months, I still had to wait another two weeks to find out what was wrong with the sensor. Since I was going to be out of town, I left the car with them hoping when I get back in town, I would have the diagnostic status or the repair is completed. Today, July 17, three weeks after I left the car, no calls from the service advisor, the technician has not performed the diagnostic. I spoke to the advisor and he said he doesn't know when the car will be diagnosed since their technicians are backed up. I asked if I could have the car back and bring it to them when the technician is available. He said no. He cannot give me the timeframe when the car will be diagnosed, either. The service advisor spoke to my husband but no luck. The service advisor said he would call us back, but I doubt he would. This is UNACCEPTABLE. Most of us need cars for work and for getting to places. How could Hyundai Round Rock expect us to not having our cars. And after talking to other Hyundai owners, I learned they experienced the same crappy services from Hyundai Round Rock, which was bought by Penske Automotive. I regret buying from Hyundai and will not buy from them or any dealers that are owned by Penske Automotive again. BEWARE!!!

  

  Business Response

  Date: 07/17/2023

  This customers vehicle has been looked at, reprogrammed and test driven. The customer has been contacted in regards to this and will be able to pickup their vehicle on 7/18/23

  Customer Answer

  Date: 07/18/2023

  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.

  Although Round Rock Hyundai diagnosed the faulty sensor and made repairs as needed upon my complaints, I do not recommend doing business with them until they correct their understaffed technicians and improve their appointment scheduling policies. If their technicians are not available to look at customers' cars two weeks after the appointment time, they should add that two-week timeframe to their appointment scheduling process. This way, customers could still use their cars until the technicians are ready to diagnose the issues on the cars.  In addition, I asked the business's service manager if the business could provide a loaner until their technicians were available for diagnosis, he said I would need to contact Hyundai *** as the business is not responsible for the loaner car. I asked him how I or customers could go to work without our cars. His response implied that other customers could manage going to work without cars, and I should be able to manage that as well. I find his response indicates poor customer services mindset which does not align with the business's advertisement that they are driven by excellence and dedicated to serving all of customers' automotive sales and service needs.

  Regards,

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

• Initial Complaint

  Date:07/11/2023

  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.

  New Vehicle ********************** engine light has come on the result of which is a Drivetrain error. Upon vehicle being towed to the dealership Ive been informed it will be a week before they can look at it and they cant provide a loaner vehicle while it is in their possession. A car lot that cant provide a car?Ive been referred to Hyundai customer care who has effectively said that Ill have to pay for a rental out of pocket and they may reimburse me if the issue is covered under warranty.

  

  Business Response

  Date: 07/11/2023

  We are currently experiencing an extreme influx of customers and we are currently scheduling out into December for repairs. Hyundai Motors is aware of our situation and the lack of Hyundai dealerships in the Austin ***** area and has agreed to provide assistance to customers as far as alternate transportation. It is not a requirement of Dealerships to provide alternate transportation, however, we do so as a courtesy when can.Unfortunately, we cant have a car for every one that comes in. We currently have 42 vehicles in our loaner fleet with over 300 vehicles on the lot waiting to be worked on. This situation is very unfortunate and we dont want any vehicles here any longer than they need to be.
  
  If **************** believes the issue is warrantable and Hyundai has agreed to reimburse him for a rental if it is warrantable, that would be the best route at the moment. We will not push Mr. ******* vehicle in front of the many customers that are waiting for repairs as well, but we will do our diligence and get his vehicle in as quickly as we can.

  Customer Answer

  Date: 07/11/2023

  Complaint: 20300663
  
  I am rejecting this response because:
  
  

  They are making no accommodations. The Vehicle is under warranty and theyre asking me to pay out of pocket for a rental for an undisclosed period of time. Theyre not offering a loaner theyre not providing an ETA on when theyll even look at my vehicle. Completely unacceptable.

  
  Regards,
  
  ***************************

  

  Business Response

  Date: 07/24/2023

  We understand Mr. ******* frustration and a newer vehicle experiencing issues. His vehicle was dropped off on 7/10, it was diagnosed and a transmission ordered on 7/14. The transmission showed up on 7/20 and on 7/21 we began replacing his transmission and it will be completed today (7/24). Part of the unknown delay is attributed to not knowing exactly when the transmission would show up. We can see that its ordered and on its way but have no control over the shipping company. We do have loaners as a courtesy not a requirement of being a dealer, unfortunately we have a limited number of them at the store and have not had any available for weeks. A rental would have to be authorized by Hyundai and initiated by the customer. Again, Mr. ******* vehicle will completed on 7/24.

  Unfortunately, I don't have enough loaners for every car I have in service, the *** will reimburse a customer if a customer must get a rental. we as a dealer chooses to carry loaners it's not mandatory that we have them, and we try to cover as best we can. I do apologies we had no availability at the time your car was here. We did get it in and out as quickly as possible.

  Regards

  ************************* GM Round Rock Hyundai 

   

   

    

• Initial Complaint

  Date:06/16/2023

  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.

  06.08.2023: My Hyundai Sonata, which is under warranty, experienced engine failure; While I was driving my car it suddenly slowed down to snail pace and the engine light started blinking. My car no longer accelerate correctly and after parking it I had it towed to Hyundai Round Rock, *************************************** . 06.09.2023 I contact Round Rock Hyundai, and they confirmed that my Hyundai Sonata had arrived at their facility. I asked Round Rock Hyundai to open an official ticket for engine failure diagnostics and I waited on the phone until they provided an email confirmation. I was then provided with and email confirmation from Round Rock Hyundai in association with *************************** . The confirmation email provided me a PDF attachment stating that my car diagnostics would be completed by Round Rock Hyundai on 06/09/2023 by 10PM. I did not hear back from Round Rock Hyundai past the DATE/TIME PROMISED so I contacted them. Round Rock Hyundai stated that they were back-logged and had yet to tend to my car. They also said that once diagnostics was completed that my car would not be serviced until latest August 2023. I do not believe Hyundais, *********************************************************** , core values correlate with this timeline, so I contacted the warranty department which escalated situation and created a case. Hyundai warranty department informed me a case worker would contact me in 2-3 business days. The case worker never contacted me and when I contacted Round Rock Hyundai, they changed the information and said that diagnostics would not happen until latest August 2023. All costs for this will be out of my pocket and there is no guarantee that Hyundai will reimburse me. My out-of-pocket expense could go on for months until early ****. I would like my car diagnostics to be tended to immediately and have my vehicle exchanged for a 2023 vehicle so we do not have to also deal with the BlueLink 3G Class Action Lawsuits.

  

  Business Response

  Date: 06/16/2023

  We understand ******************** frustrations, our ****************** is currently extremely backed up. We have over 300 vehicles waiting to be worked on and diagnosed that are here at the dealership. As seen in our text messages that **************** attached, our advisor did inform **************** that it would be 6-8 weeks prior to diagnosis being completed. We will not cut customers in front of others that have been waiting. Much of ******************** issues, aside from the time to get his vehicle diagnosed, will need to be addressed with the manufacturer. **************** wants to exchange his 8 year old car for a 2023 model, we cannot address this demand which will need to be taken up with the manufacturer. Any warranty's that he may be eligible for are also through Hyundai and as a dealership we facilitate them.

  Customer Answer

  Date: 06/20/2023

  Complaint: 20194499
  
  I am rejecting this response because I was promised a completed diagnostics by Friday 06/09/2023 by 10PM. I am now requesting Round Rock Hyundai to complete diagnostics and then send this information to the warranty department by the end of day Friday 06/16/2023, 5pm CST. 

  Thank you for connecting and for your response.
  I understand Round Rock Hyundai is backed up and I am glad to hear that most of us are doing our best to better service our community correctly.
  I have brought my vehicle into Round Rock Hyundai with engine issue concerns throughout the time that I have owned the vehicle and every time I have been informed by the service department that there is nothing wrong. As a matter of fact, I contacted Round Rock Hyundai again in April 2023 for this engine issue and was set for an appointment in September 2023, so you can see I have a scheduled appointment in the books prior to my cars engine failure.
  How does Hyundai justify diagnostics completion of more than four months from the date the appointment is made, especially when they are fully informed that it is only a matter of time before the car they sold me will malfunction? How is this excellent customer service?
  Now to clarify the current diagnostics timeline; your service department provided me a written date/time promised for diagnostics of 06/09/2023 by 10PM. PDF is attached and highlighted. The service department informed me verbally that when diagnostics were to be completed, then it would be 6 8 weeks for repairs to be completed, NOT 6 8 weeks for diagnostics to be completed. Later the service department provided me with different information via text.  
  Right now, I am requesting Round Rock Hyundai to complete diagnostics and then send this information to the warranty department by the end of day Friday 06/16/2023, 5pm CST. Please provide me any information or suggestions so I may have a better customer experience and continue to be a lifetime Hyundai/Genesis owner. 
  PDF files included 1.)  Official Hyundai service date/time diagnostics promised by 06/09/2023 by 10 PM. 2.) Round Rock Hyundai appointment confirmation set in April 2023 for service in September 2023.  
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 06/23/2023

  In short, his issue has been diagnosed and as of today, Hyundai Motors has approved an engine replacement. Engine diagnosing is not a quick ordeal, especially when it is a class action law suit as rules and guidelines must be followed. ******************** vehicle has been diagnosed and approved for replacement. We as a dealership are now waiting for an engine to arrive but ******************** request of diagnosis being completed has been finished.

  Customer Answer

  Date: 06/25/2023

  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.
  I look forward to receiving great customer service and a fast *********************** time as Hyundai honors my warranty and replaces my engine.  

  Regards,
  
  ***************************

• Initial Complaint

  Date:06/15/2023

  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 purchased a car for my 18 year old son at Round Rock Hyundai for ******. I was looking for a safe and reliable car that he could drive. This car broke down on the 183 highway only six months after purchasing it after guaranteeing me that the car was fully inspected and safe. I spent over two thousand dollars in repairs on this car. In May the car broke down another time putting my sons life at risk again on the highway. I had the car towed to Round Rock Hyundai and again explained how this car is causing me financial and emotional stress. Additionally, my son is unable to get to school and work safely due to he issues this car has. I was told that Round Rock Hyundai, specifically ***** the used car manager, would buy it back for $8,500 (May 12th) if I got the catalytic converter replaced. Knowing I owed $10,00 on this car at the time, I was willing to take the hit to get rid of this terrible car. Sadly when I came back after getting the car fixed (one month later) the used car manager, ***********************, quoted me $7,000. They showed me the blue sheet from May 12th with the original offer and said that the car needs more work and the price was changed. We didn't even drive this car except to get it fixed and back to Hyundai. This company lied to me to get me to go get the car fixed and then offered $1,500 less. After reading the latest ****** reviews, it appears that this behavior is common for this company.

  

  Business Response

  Date: 06/15/2023

   ****************** we never want things like this to happen and we also do not have a crystal **** that tells us what might happen in the future to one of the cars we sell, no one does. We offer an extended warranty which we always strongly suggest to our customers no matter how nice a used car is. We haven't seen this car in our service department for some of the things you've said you've had to pay for. ***** let you know the last time you were in for the check engine light that the warranty the car has would have covered the catalytic converter at no cost to you.  That being said, when you were here and ask ***** to give you an approximant value of your car the car wasn't running do to the fact it had a bad catalytic converter so he couldn't drive it and do a proper evaluation of the car. So, the $8500.00 bid was based on ** getting a nice, good driving and good running car. He also told you that when it was here in its current state it was worth approximately $6000.00.  You took the car back to your mechanic who has done all of your work and brought it back to ** to look at.  When ***** was able to drive the car, it still has issues like the brakes and the way it was running. "Very poorly," That's why the bid was lower than the approximant bid he gave you the first time. We can't wholesale the car the way it is. He backed the bid up because whatever is wrong it now needs to be fixed otherwise, we can't get rid of it. ***** also gave you the option to bring it back when one of our mechanics is here to look at it and see what was making it run so bad and check the other things he found now that he had a chance to test the car. You refused and said other things like bait and switch that's not the truth of it at all.  I understand you were upset but he was trying to work with you. I'm still willing to look at the car free of charge to see what might be causing it to run like it does. There might be more money if I have a chance to look at it. I'll leave that up to you. As far as other post you read out there that's only one half of the story that doesn't make them true, we seldom get the chance to tell our side of the story and yes, we make mistakes and we've owned up to those. No one wins when we have cars go down so I'm sorry you had the issues you did. I've been here for almost 30 years, and you don't last that long doing customers wrong. We've always been willing to work with our customers when reasonable and I hope that's true with you.  If you would like to set something up my email address is ********************************************** email me and we can setup some time to look at the car. 

  Sincerely,

  ************************* GM Round Rock Hyundai 

  Office # ************ 

   

  Customer Answer

  Date: 06/16/2023

  Complaint: 20188054
  
  I am rejecting this response because:

  Thank you for your reply. I have no issues with ***** or Ty. 
  

  Unlike you state here, my car was driven when it was in your service department. Additionally I was told by ***** and your service team that it was drivable should I want to drive it to a repair place. I specifically asked what you would buy it back for IF I had the catalytic converter replaced. I was given a specific price. When I completed the requested updates the offer came down *****. That is a bait and switch tactic. I was quoted multiple issues that were not stated in May as reasoning for the switch.
  

  ***** lacked professionalism and laughed at me and my son when we came back for the keys. I reject this reply and feel it is one sided and lacks honesty. 
  

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

   

  
  Regards,
  
  ***********************

  

  Business Response

  Date: 06/16/2023

    I'm sorry you feel that way. Yes the car moved when it was here, but it had a bad cat catalytic converter and a check engine light. 

  

  Business Response

  Date: 06/16/2023

   ****************** I'm sorry you feel that way I was only trying to help. This car was purchase in Nov. of 2021 the only time it was in my shop is when we replaced the headlight at no cost to you and a recall. Now a year and a half later and almost ****** miles you would like a refund.  Again, I'm sorry you had issues with the car no one could have predicted that happening. 

  Sincerely

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

  Customer Answer

  Date: 06/16/2023

  Complaint: 20188054
  
  I am rejecting this response because:

  As stated above, I accepted the loss in the car at the ***** offer. 
  

  My main complaint is about the last month. You said you didnt drive the car when you provided an offer. Yes, the check engine light was on. That is the reason I brought the car to you. You drove it, diagnosed it, told me what the issue was, and offered me ***** if I got the catalytic converter fixed while it was in your service bay.
  

  Saying you didnt assess the car when you gave an offer is dishonest. You diagnosed the issue my car had while at your location in your service bay and made the offer.
  

  I upheld the agreement on my side. You switched it to benefit you. 

  Your business is not providing honest and ethical customer service. I would like that reflected in the BBB ratings of your company. 
  

  I will also add reviews where I can and filed a complaint with Hyundai. 

  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/17/2023

  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.

  I recently bought a 2022 Hyundai Kona that has approximately ***** miles on it. I am having trouble with the steering and the soonest they could get me in for an appointment is in two months. How am I supposed to drive a faulty car for two months? I have called the dealership ten times now. I keep getting transferred and no-one seems to be able to help. I have spoken to ***** in Sales several times and was transferred to the service manager which went to their voicemail. When I called back to speak to ***** over five times, I was told that he was busy. Then I was transferred to the general manager, and it went to his voicemail. I then was transferred to the ** ******************* and it went to his voicemail. All of these require me re-calling and going into a queue until someone finally would come on the line. I have now received a call from *****************************, a service advisor. She was unable to help me and was quite rude over the phone. She had a lot of excuses as to why their service business was hurting because the other location in ****** was not taking walk-ins!! After me making ten phone calls, she was upset that I was upset. When she raised her voice at me, I disconnected her call. I'm at a loss. I would have never bought this car if I had known that I could not get it serviced in a reasonable amount of time. I now have an appointment on July 17, 2023. Today is May 16. Please advise what my options are moving forward. Thank you for your time.

  

  Business Response

  Date: 05/30/2023

  **************** did attempt to contact us and due to the nature of our business and shortages of Hyundai dealers, she was provided with a less than desirable appointment, but it was our soonest opening. Nothing that she did wrong just the current workload in the ****** area at Hyundai dealers. We are extremely busy and attempt to answer every call that comes in as well as return messages in a timely manner. Attached is the conversation between **************** and our Service Advisor Courtland. At no time during the recording did ********* raise her voice, this recording can be provided if requested (your system does not accept MP3 format). In addition, after the call disconnected, ********* attempted to call **************** back with no answer and left a message. **************** demanded that her vehicle be looked at the next day, which due to our current situation, not feasible. In an attempt to accommodate ****************, she was offered a window of ***** hours to have her car looked at, she refused this offer. **************** has multiple options at this point: 1.Contact her insurance due to an impact while driving, 2.Contact another dealership, 3.Contact an independent repair facility or 4. wait for her scheduled appointment. Any which way this goes, more than likely this issue will be the customers responsibility due to outside influence causing the issue.