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:11/27/2023

  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 purchased a used 2020 ***** ** from a different dealership in early September that is still under the bumper to bumper warranty. Took the vehicle to Hyundai of Chantilly on October 31 for an oil change and to have the Front Collision Assistance and Smart Cruise control checked as neither worked and are flashing warning lights. I was told that they found no issues with them and they were fine. Drove off the lot and took a 30 mile drive. The Smart Cruise Control did not work. I drove right back to the dealership. My service manager walked around the vehicle and said he didn't see anything wrong but I could bring it back in 2 weeks when he was back from vacation and he would have one of his mechanics who lives far from the dealership drive it from home to work for a couple days. I warily agreed thinking to myself that sounds like a liability. That afternoon I got a text from the dealership thanking me for my business and to email them if there were any unresolved items. I emailed them that the issues were not fixed. No response. For days. I reached out to Hyundai Corporation and opened a consumer complaint case. After almost a week I got a call back from the service manager at the dealership who said i should bring it back in an see a different manager. I dropped it back off so they could diagnose. Got a call a couple hours later that it was fine and wasn't showing any codes. I asking if anybody bothered to drive it and test the Smart Cruise Control and was told yes and that it was working. Picked it up, got on the highway and Nope, smart cruise control didn't work. All they need to do is drive it! Talked to my case manager with Hyundai and he said he has left several messages but had not heard back. Then he told me that this dealership rarely returns calls and suggested I go to a different dealership (serious?) The vehicle is under warranty, I have had it to the dealership twice, the FCA and SCC are both safety features. I just want them fixed

  Business Response

  Date: 12/27/2023

  *** ******  had brought in the vehicle to diagnose some driver features  that were not working on his vehicle . We performed a comprehensive computer diagnosis and were not able to find any failure codes, or abnormal operations . At this point we also test drove the vehicle and were not able to duplicate his concern . It was suggested by the Service Manager at this time that we could reevaluate the vehicle when a loaner vehicle became available . It was explained that we had a waitlist for loaner vehicles and it could take  a while till one became available . 
  Another appointment was offered to *** ****** by another Service Manager , but unfortunately there was not a loaner vehicle available and during the course of a standard appointment , we were not able to duplicate his concerns .  We would be more than happy to keep the vehicle for a period of a couple days , and go for extensive test drives, but will need the vehicle dropped off for multiple days , or he can wait till a loaner becomes available  and we will provide him with one . 

  Customer Answer

  Date: 01/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: First of all, I never requested as loaner care so that's irrelevant.  Both times you had my vehicleI was told that your mechanics had driven it and the Smart Cruise Control was working.  Both times, as soon as I picked it up I drove it on the highway and it did not work (and still does not work to this day).  If I bring it in for a third time will they really test drive it and know what they are looking for?  And if I leave it for a couple days can you assure me that one of you mechanics will not be using it to commute from work to home like your service manager had suggested?
  
  Regards,
  
  *********************
  

  Business Response

  Date: 01/11/2024

  As described in the previous response . We are more than willing to take another look at this vehicle . At no point in time have we denied any repairs to this vehicle, however there are certain safety features that can only be diagnosed electronically . Hyundai Motor America restricts diagnosis of any feature that entails distance between vehicles which would include Smart Cruise Control , and Brake Assist . There are documented cases that have resulted in crashes when attempting to reproduce some of these features . We have done electronic diagnosis on the vehicle and there are no failure codes stored in the system . We have driven the vehicle in the past and were not able to duplicate the customer concern . The vehicle must be dropped off for an undetermined amount of time, where we can drive the vehicle in various conditions in an attempt to duplicate failure . There is also the possibility that the bumper will need to be removed to inspect sensor alignment . Once failure is duplicated we will have a better understanding of the next step in the diagnostic tree . The dealership is extremely short on loaner vehicles and there is a long waiting list  . If the customer does not need a loaner car and is willing to give us ample time , we can accept the vehicle for further diagnostics in the very near future. The customer must also be aware that since there are no failure codes present , this could be related to sensor alignment or damaged sensors behind the bumper . If this is the case there will be a diagnostic charge as well as a repair charge , otherwise it will be covered under warranty provided we can duplicate the failure .

  Customer Answer

  Date: 01/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:10/01/2023

  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.

  Warranty Dispute On Sep 12th my vehicle broke down due to a transmission failing to shift into gear. The vehicle failed to move forward in Drive after stopping at a red light. The vehicle was immobile and only by putting it in Neutral did the vehicle drive forward (Drive). The vehicle is covered by *******'s 10 years 100k miles warranty. The vehicle was towed to ******* of Chantilly on Sep 15th and within 1 hour of checking the vehicle in I received a call from the dealership stating that my vehicle's warranty is voided due to having aftermarket modifications. I advised that my modifications have nothing to do with the transmission and are not even remotely close to the transmission. Upon asking for more information and proof (Pictures) the dealership failed to provide any evidence of their claims. The dealership is refusing to honor a warranty claim for the second time within 6 months. I had another claim which ended up being decided through the BBB case ********** and the dealership was determined to be in the wrong. The dealership has violated the ******** **** Warranty Act by denying a valid warranty claim prior to providing proper diagnosis and blaming after market modifications for the issue without providing proper proof. The dealership personnel have been dishonest and have provided conflicting information over the phone vs what's in email. The vehicle falls under lemon law as it has been out of service for 30+ days within 18 months of purchase date and has around 5000 miles. I was told the same person who denied my last claim is responsible for denying this one (***********************) which makes me feel retailed against and treated unfairly. Dealership acknowledged they made a mistake and my transmission is covered under warranty but refuses to work on the vehicle or provide me a loaner. My emails have been ignored and I have been without a vehicle impacting my life negatively.

  Business Response

  Date: 10/12/2023

   the issue has been corrected and the customer is happy. Ihave attached a copy of clients text to our GM on October 3rd,stating that he is lift his complaint withh BBB , 

  Please feel free to contact our GM (*************************) at ************* with any questions or additional information, thx

  
  

• Initial Complaint

  Date:06/26/2023

  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.

  5/10/23 for $37,000 Purchased a certified used vehicle from Hyundai of Chantilly. Vehicle was inspected by dealership. Truck has bent frame and front tires are square due to frame damage not disclosed. Cannot be brought to manufacturer specifications. We were duped. Repair would cast $15,000. Dealership had to know the issues when they sold truck to us.

  Business Response

  Date: 07/06/2023

  Please allow his e-mail is to serve as a response to the complaint we received from your office from * *** * ******** against Hyundai of Chantilly.
  
  The Customer purchased a preowned 2018 ****** ****** truck on May 10, 2023.  It was not certified as stated in the complaint but it did come with our standard dealer power train warranty.  (Only a ****** dealer can Certify a used ****** vehicle).
  
  At the time of the purchase, the customer was given a copy of the ****** report which showed that the vehicle had been in an accident and repaired.  They also purchased the vehicle at a price that was far below the current market value.
  
  A few days after the purchase, they brought the vehicle back to address an alignment issue but were unable to resolve it.  Further attempts were made at a few other service facilities resulting in various opinions as to what needed to be done and how much repairs would cost.
  
  The customer was getting increasingly concerned about their vehicle so in the interest of customer goodwill, we decided to simply offer to take the vehicle back and give them a full refund.  They were happy with that solution.
  
  They made an appointment with us for Wednesday morning, July 5 to return the vehicle and rescind the transaction, which they did as agreed.
  
  Hopefully, this will close your file on this matter.
  
  Please let me know if you need anything else.
  
  Sincerely,

• Initial Complaint

  Date:01/14/2023

  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.

  I purchased a pre-owned car from this dealer on Sept 30, 2022. I paid $24,000+ while the car was still being repaired. They gave me a rain check for reverse camera to be fixed and forced me to take possession of the car that day itself. While driving back home I heard a noise and vibration on the highway. They said bad tires but would not replace them. The repairs to air suspensions they made on Sept 26th failed on Dec 23,2022. They said it was a different problem. They passed state inspection on 9/26/22. How? They lied to me saying the repairs they suggested must be made and no other solve. I got a local merchant to replace just a rod at a cost of $600+ instead of dealers cost of $1700. There is lot more to fix in the car as it's final cost exceeded the value of the car they sold **** want the dealer to pay me back the money I spent already for repairs and replacement as well as the other tires I need to replace and fix the reverse camera to a condition of use as it is a safety issue that is mandated by the govt. To my knowledge.

  Business Response

  Date: 02/13/2023

   

  Hyundai and Genesis ** Chantilly repaired what was promised to ********************, Yes in fact the dealer is a one used car price dealer. We provided a complete and a transparent policy in writing to ******************** including warranty that applies to pre owned vehicles, a carfax reading and an extended warranty coverage quote that he declined.

  ******************** was offered his money back in full and return the vehicle back if he is not happy with the purchase, I offered the return when I figured that it's going to be very hard to make him a happy customer. ******************** declined.

  ******************** new that he purchased the car below market value and was very happy about the purchase.

   

   

• Initial Complaint

  Date:09/04/2022

  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.

  Dear Sir/Madam, Regrettably, I am writing to inform you of the difficulty and disregard for the repair needs of my vehicle. My vehicle is a 2016 Hyundai ***** ** Sport. it is covered by an extended warranty. Please note, that the Dealership would not provide a Loaner, nor would they allow the option to rent a vehicle with reimbursement. Below I have summarized the events that have led up to this date. • In June 2022, I had my vehicle towed to the dealership in Chantilly, Virginia. • After approximately 1 week, the dealership did a diagnostic. I was contacted and informed that my engine would need to be replaced. They explained that they would need to first get Hyundai’s Approval for the engine replacement. • Given the “Hyundai Recall”, an extension was added to my car warranty (10 years). A replacement engine was completed in June 2022. I learned after the repair, that a “remanufactured” engine was placed in my vehicle. • In August 2022, the vehicle started having the same problem it had initially. I towed the car to the dealership. They contacted me after they assessed the vehicle. I do not know if the vehicle was put through a diagnostic or not. However, I was contacted not by the mechanic but by an administrative assistant with no information other than “they could not find the problem”. • I felt the person that called had no information. • My first repair request and my 2nd repair request, I indicated that the vehicle had hesitation to accelerate. For example, at a stop sign, the car does not go when I hit the gas. For example, on a highway when you must yield to on-coming traffic, the vehicle will jerk but does not accelerate. You have to force it to go. I respectfully request that this letter be directed to the Operations Manager and that this matter receive an adequate review with the hope of repairs that are also safety hazards. Sincerely,.*********,************************* Tel. ************ Email: *************************

  Business Response

  Date: 09/19/2022

  This vehicle originally came in with the complaint of hesitation on acceleration 4/4/2022 and our technicians were unable to duplicate any unusual operation from the vehicle at the time. They periodically tested it over a period of 3 days and experienced normal operating  characteristics consistent with this model . The vehicle was towed in on 6/9/22 with the engine seized up. At this time the customer demanded reimbursement , even though there was never a charge assessed on any past invoice .It was explained that yes the engine is covered under an extended warranty, and there is a recall that covers bearing failure . Bearing failure would cause a knocking noise from the engine , and could cause the engine light to illuminate . With the light illuminated the rpm would be restricted to no more than 2500 rpm which would affect acceleration . This was not the issue with this vehicle.  The engine was replaced under the campaign , and a remanufactured engine was utilized in the repair . This is common practice among all manufacturers and it is Hyundai's policy to utilize a remanufactured engine . The dealership does not dictate what engine is utilized for these repairs, nor can we put an engine in a vehicle without first seeking approval from Hyundai . If the customer has an issue with what engine was utilized, or the timing of the repair , they would need to take this up with the manufacturer directly . As far as a loaner vehicle, there were none available at the time. We provide loaner vehicles as a courtesy to our customers , when available. However inventory shortages and parts supply disruptions have severely depleted our loaner fleet. The customer has the option to rent a vehicle. They would have to pay the rental charges up front and seek reimbursement from *** directly . This is processed on a case by case basis and the dealership has no control over whether reimbursement is approved or denied . Approximately 2 months after the engine was replaced , the customer returned with a complaint of hesitation on acceleration . Unfortunately the vehicle operated as designed during testing . The invoice provided to the customer documents that computer diagnostics were performed . There was no diagnostic trouble codes present , and we road tested the vehicle for 60 miles and were not able to duplicate the customers concerns . We will be happy to address the customers concerns if we are able to verify there is a problem. If the customer is willing to ride with a technician and duplicate the concern, we can possibly address this . Based on the description of the complaint there is a very good chance that this is not engine related. It  could be transmission related , and this would not fall into the scope of the engine campaign . Actually engine failure , would be the only thing that falls in to the scope of the engine campaign. Throttle bodies , ignition coils, sensors, transmissions, computer modules are not part of the campaign referenced .