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:11/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dealership approved me for a vehicle and required a deposit to lock in reserve delivery vehicle. Once vehicle was ready for pick up, it was not actually ready as it was not completed as agreed. In addition, there was other issues arise in which the vehicle was never in my possession and dealership refused to return my deposit after they breach contract. I do not wish to have this post public if desired resolution can be met.

  

  Business Response

  Date: 12/09/2022

    There where issue with the credit that changed the deal. The deposit was refunded the following Monday. We apologize for any in convenance.

   Sincerely 

  ************************* GM 

• Initial Complaint

  Date:11/21/2022

  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.

  My less than 2 year old ****** experienced a blinking check engine light over 1 month ago. I had it towed to the Round Rock location that same day (October 18, 2022). When I called to advise them of the incoming tow, they gave me a heads up that it might take several days to a week fit it in for diagnosis. I had also called the *********** location who told me it would be 6-8 weeks. Yes, WEEKS. So obviously I towed it to Round Rock.I called 2 days later, on October 20, to just reconfirm it was in the queue. The service department person on the phone (a man, but I don't recall his name) confirmed it was in the queue to be looked at.I called on Monday October 24 to check in again; this time, I'm informed they don't know where my car is. It's not on the lot. Long story short, turns out the tow truck company brought it to a dealer next door, not Hyundai. (I spent all day on the 24th working with AAA and the tow truck company to track it down...they finally found it on the 25th). So, already off to a bad start, and I lost a full week having my car at the wrong place. Yes, tow truck company's fault, but Hyundai told me it was there!They've now had it since October 26. My service advisor said it will take 1-2 weeks from then to get it in. I thought this in of itself was ridiculous given they gave me the wrong info about my car the week prior, but what choice do I have? The car is under warranty and had a severe failure. It's now November 18. The car still has not even been diagnosed. I check in every few days and am continually told "still waiting". Tell me, how are people supposed to go for weeks on end with no car? I had to incur the cost of a rental car and I still have ZERO information on my car.Single worst experience with a car, or with any customer service related situation in my life.I checked today with competitors for how soon I could get a service appointments ************** and I could have an appointment on Monday (today is Friday!)

  

  Business Response

  Date: 11/21/2022

  Customers vehicle is here, complete and awaiting pickup. The customer was notified of completion on 11/18/22 and informed us that they notified us that they would be out of town for the Holiday week.

  Customer Answer

  Date: 11/21/2022

  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.

  It so happens that within 3 hours of logging this request, the dealer reached out to say 'surprise, your car is done'.  I really didn't even know it was being worked on, their communication was very poor.

  I couldn't pick it up because I received the message too late to get to their location before they closed, and I was headed out for the week.

  While this has been a frustrating and disappointing experience, I am happy it is resolved, although I will not be fully satisfied until I get home with my car and confirm the issue does not occur anymore.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:11/16/2022

  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 2022 Palisade. I found a large oil leak on my NEW Palisade! I called in for repair under the warranty and the service phone rep advised me to take it in right away at 9am the following day. They advised me the Service Tech that receives my vehicle will check me in and coordinate a rental vehicle for the time it's out. When I arrived ***** advised me the repair can take around 5 business days, and they do not do loaner vehicles and they do not do rentals or assist with that process. He provided me a phone number to "HMA" to get assistance with the rental. When I called the number he provided they advised me he gave me incorrect instructions and provided me a different number to there corporate claims department. When I reached the new number they advised me what the previous rep from HMA stated and what ***** from the ****************** stated is incorrect. They advised me that the dealership would handle loaner vehicles and if they push back on that, their claims rep might be able to look into a possible rental reimbursement (not guaranteed), but could take 5 business days to review. So then I call the Round Rock dealership again I was transferred to ***** the Service Manager. He said this was the first he hears of this and stated they actually do loan out vehicles, but they were out of them and tried to defend his service tech by stating "I" misunderstood what ***** stated. I told him exactly what happened and how I was being tossed around and wouldn't ever expect that. He even went as far as stating he doesn't see what incorrect information I was provided. I had to remind him of what everyone stated and nobody is willing to take ownership and everyone is pointing fingers at the other to get assistance. Meanwhile I'm out a vehicle for approx 5 business days, due to a breakdown and repair on a 2022 "high end" SUV, that I paid aprox 55k for, adding every extended warranty possible but getting a loaner or rental is not possible!

  

  Business Response

  Date: 11/16/2022

  Customer brought their vehicle in for an oil leak on 11/16/22, this oil leak was diagnosed and repaired the same day and customer was notified and has chosen to pick up his vehicle on 11/17/22. No loaner was given/offered as the vehicle needed to be diagnosed prior to this happening. In addition, loaners were not available, this was explained to him when he called back and spoke to the Service Manager.

  Customer Answer

  Date: 11/21/2022

  Complaint: 18413864
  
  I am rejecting this response because:  The information the business provided is incorrect.  My vehicle was diagnosed on 11/16/2022 and was not repaired and ready for pickup till 11/17/2022.  There was not a choice for pickup on 11/16/2022.  Additionally, the experience the business put me through was the same nonetheless.  My new vehicle did in fact have a leak  and if it wasnt for them having a part on hand, I would in fact have been out vehicle less.  They even admitted in their response to not having any on loaners on hand (still not willing to rent a vehicle for their customers).  One again they prove incompetence, while pointing their fingers and not taking ownership.  Cant wait to sell this vehicle and be rid of this company!
  
  Regards,
  
  *************************

  

  Business Response

  Date: 11/22/2022

  Customer picked up his completed vehicle on 11/17/22 as stated previously. At the time of arrival, courtesy vehicles or loaners were not available. In ********************' case his vehicle was completed within 24 hours and returned. We cannot control emergencies, rather we address them as quickly as we can. Unfortunately, ********************' expectation to provide a vehicle is a courtesy gesture from the store and not a requirement.

• Initial Complaint

  Date:08/09/2022

  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.

  Purchased vehicle June 2021, signed papers (it was dark by the time we finished paperwork) walked to the vehicle and we noticed a slight dent on one side of the vehicle. The salesman proceeded to say that the vehicle had had hail damage repaired and it would be taken care of. If he had relayed this information we would not have purchased this vehicle.
  
  On 7/23/22, after leaving parking lot at a shopping center, I heard a hard click/loud noise underneath. I parked the vehicle turned it off and on and it sounded safe to drive. I crossed a 4 lane road, stopped at the stop light and when the light turned green the vehicle did not move! it was the scariest thing driving with my 10 month old granddaughter. My three daughters exited the vehicle and proceeded to push the vehicle to a safe area (which was the ***** ***** bank). Called the dealership they proceeded to say that I had to call the ******* Road Side Assistance and had no loaner cars available (I requested to get on the loaner car list). Road Side Assistance rep took my info, I proceeded to inform them that I had my granddaughter with me as well she said she would put that down. The tow truck showed up 1 hr 15 minutes later (better than 2 hours). In the meantime after about 1 hour having the car running a LOUD NOISE, THE CAR EVEN ROCKED A LITTLE the car's transmission seemed as if it unlocked/went back into place.
  
  The message on the screen in the vehicle is attached.
  
  8/3/22
  Service Rep from dealership called and said that they couldn't find anything wrong or that they couldn't replicate what happened to me.
  
  I am no comfortable driving this vehicle! When is the issue going to happen again? At a busy intersection? On the train tracks? I would be scared to drive this car just waiting for "ticking time bomb"

  

  Business Response

  Date: 08/10/2022

    Mr. **** I am sorry you had this happen. These cars have a huge amount of technology in them these days and at times can have a glitch which can be very unsettling. We have put over 400 miles on the car since we have had it trying to get it to happen again. Nothing has happened and there where no codes in the system that would tell us which path to take to try and fix the issue. If there was one. My wife has had this happen so I understand why you feel the way you do. it never happened again by the way. If the car want duplicate there's nothing for us to repair. That being said if you do not want the car any longer the only thing i can offer is to try and trade you out of the car for something else or make you an offer on the car. I can't take it back and unwind a year old purchase it's now a used car so what ever the car is worth that's what I can offer you. Hopefully like what happened to my wife her car never glitch again. if you chose any of the options I suggested please feel free to reach out to me or one of my managers and we can go from there.

  Respectfully

  Mike Williams GM Round Rock *******

  Customer Answer

  Date: 08/10/2022

  Complaint: 17689987
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  ***** ****