ComplaintsforPalmer's Airport Hyundai

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a 2022 Santa **** with 10k miles on it. Bought all the warranties as well. We bought it the last day of October. In mid March on interstate it decelerated. RPM's would rev. ** was a miracle I did not cause a major accident. Was able to pull off the side of the road. Called Palmer described the problem, and they said they never heard of that happening before, and no appointments available for at least 3 weeks. Was able to re engage and limp home. Took it to *********************** as it was closer and they could look at it sooner. After a well there we were told they could not find any issues. Two weeks later April 13th same scenario on the interstate again, but this time would not re engage. Called Palmer told them I was sending the vehicle back via AAA from the side of the interstate in ******, *******. Went to Palmers the next day to discuss. Told them we did not want the vehicle as we did not feel safe, and we asked them to buy it back but instead they tried to upsell us to another vehicle that would increase our payment by 20%. Next day we were told they knew what the problem was and we would have the vehicle back the following Tues which turned into 2 months with no vehicle. I had to rent 3 vehicles because I travel for work, and they did not give me a loaner until May 12th. The loaner came with mileage stipulations which limited my use adding more complications. Again we asked them to just pay it off and they refused and did not let me speak with the general manager or the owner. I was told they were not available that ***** (salesman )would talk to them and call us the next day. No communication whatsoever during this whole process. And still waiting for ***** to call. I do not feel safe in an unreliable vehicle as I am on the road every week for work. Please help!

  

  Business response

  06/15/2023

  The Waldrops brought their vehicle here on 4/14 after visiting *********************** Hyundai.  *********************** could not find any issues.  We put them in a loaner vehicle and discovered there was a fuel injector issue.  Parts delays held up the repair, but it was finally fixed and picked up on 6/13.  ***************** assisted them with the process of opening a case with Hyundai Corporate.  He also provided his personal cell phone number in the event they needed any additional assistance from Palmers Hyundai.  He explained that Palmers Hyundai does not buy vehicles back, but if that was the route they wanted to take, Hyundai corporate was the route to pursue.  *** stated that she was very nice and appreciative of his assistance and explanation of the process, understanding that Palmers Hyundai does not buy vehicles back.

  Customer response

  06/16/2023

   
  Complaint: 20178642
  
  I am rejecting this response because:
  They did not put me in a loaner till a month after I brought car in and after I called every week inquiring about a loaner and vehicle status. There were limitations on the loaner and I had to bring it back early to not violate their mileage quota. Received **** cell phone after we picked vehicle up. First time we inquired about buyback no response other than trade it in on a more expensive vehicle.
  Sincerely,
  
  ***************************

  

  Business response

  06/20/2023

  There was a delay with the service loaners due to availability.  We were more than willing to assist the Waldrops with opening a Consumers Affair case with Hyundai corporate since they are the only ones who can buy back a vehicle.  We will continue to assist them with whatever we can to make the process easier with Hyundai corporate.

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Palmer's Hyuandi on March 11, 2022. My parents, ****** and *****************, were customers of Hyuandi and I was in desperate need of a vehicle at the time. The Sales Associate that helped them with all of their past business transactions so he reached out to me to buy a car from him and do not go anywhere else. He stated a price out the door of what it has not turned out to be, nor the car was not even inspected or washed for that matter before the purchase was made. It had came straight off the truck. No inspection or anything. I have learned that purchasing a vehicle is a long process, but we were there for hours. The Sales Associate ran the loan through my name, my mom's name, my dad's name, some of our names together. It was very unclear what was going on and also very misleading. The car's paint statred to check two months after it was purchased, ******* stated they were not doing paint claims at that time, my head light has blown three times and been replaced and taken to Hyuandi to change the headlight and it still does not work. I also have noticed when trying to accelerate in the vehicle, the vehicle hesitates when accelerated, and I am so scared the car is not going to go when it needs to. This car is not safe. Not to mention, ******* Finance has the vehicle, I am assuming under my mother, *****************, her name, and also under my name too. One person says I have missed payments- and I had not. The complete transaction has been inaccurate from the beginning. No one will talk with me about my payments and why the car seems to be in two people's names. In all honesty, it seems and is shady to me. I do not want to keep paying for a death trap. The business end of the transaction does not meet the standards of how a business is supposed to uphold their values as a business.

  

  Business response

  03/15/2023

  We are sorry for the confusion you had during your car buying experience. Unfortunately the car buying process can take hours when we are waiting on approvals from the lenders and getting all of the paperwork together. You are listed as the co-buyer along with ****** as the buyer. All of the documents were signed by you and ******. We do not have access to your payments with Hyundai Motor Finance, therefore we can not help you in the fact that they say payments have not been made. Your vehicle was inspected and certified prior to your purchase on 3/12/22. Our records do show that you came in to have the head light replaced under warranty at no charge to you. We will need to schedule an appointment with our service department so that we can look into the head light, paint chipping, and the acceleration issue. Please contact them at ************ to make that appointment. We are open Monday-Friday from 7:30 am to 6:00pm and on Saturday's from 7:30am to 4:00pm. Thank you.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/22/23 I dropped off my sons 2011 Hyundai Tucson for a knock sensor recall after receiving notification in the mail.The car was running fine when I dropped it off, but within 24-hours of picking it up the engine light started bilking at the car went into limp mode. I brought it back to Palmer Airport Hyundai, but within 24 hours of picking it up, it went into limp mode again. I brought it back on 2/1/23 and have been without the car since then. I receive a different story each time I call (admittedly lied and shared incorrect information) and today, 2/16/23, I was told they dont know when they will be able to look at it again. Ive now been without the car for 4 weeks with no end in sight.

  

  Business response

  02/23/2023

  On 2/3/23 **************** brought the vehicle back in and stated that the check engine light was on and flashing. This was the same issue from his 1/23/23 and 1/30/23 visits.We scanned and found that there was a P1326 code. We contacted Hyundai for technical assistance. A bearing clearance test was performed and it passed inspection. We then performed a compression test, leakdown test, and power balance test. We sent these test and pictures of the four cylinder walls along with knock voltage to Hyundai Tech Line. The Tech Line declined the warranty extension to replace the engine due to the fact that the vehicle passed the Bearing Clearance Test. As of today, 2/23/23, the vehicle is back in the dealership and we are going to perform another Bearing Clearance Test. We are hoping to be able to do this by next week. Once we know the results from that test we will then know how to proceed from there. 

  Customer response

  02/24/2023

   
  Complaint: 19421013
  
  I am rejecting this response because after a month I still do not have my car.

  It was in working fine when I dropped it off in response to a recall letter I received in the mail.

  Since then, it has been disabled.

  I received a call today, 2/24, stating that their recommendation is for me to purchase a new engine which is unacceptable.

  Initially I just wanted my car back in the same condition as I dropped it off.

  If this continues, I think it is reasonable for me to be compensated for the loss of the use of the car.

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

  

  Business response

  03/10/2023

  Hyundai Motor America has declined to provide assistance due to the failure being out of warranty caused by the time in service and mileage of the vehicle. Therefore we are not able to replace the engine. 

  Customer response

  03/15/2023

   
  Complaint: 19421013
  
  I am rejecting this response because I was not asking them to replace the engine.

  I brought the car to the dealership as requested by a recall notice I received.

  The car was running fine when I dropped it off and whatever they did to the car, that was supposed to extend the waranty to ******* miles (tha car has ******* mikes) has disabled the car.

  I have now been without the car for nine weeks.

  I just need my car back in the same working condition as when I dropped it off.

  Suggesting I purchase a new engine is not a realistic option. There was nothing wrong with the engine when I dropped it off.

  Basically, they broke it, they need to fix it.

  A secondary complaint is the ammount of time this has taken to resolve and the misimformation I have received when calling the dealership.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of Transaction was Oct 29, 2022 We received a winning number in the mail saying if our number matched three in a row then we had won that prize. Our numbers matched. I called the ***************** said we indeed had won but we had to come to dealership with the numbers to validate. It indicated we had won a ******* gift card -value was you ******. We are on a fixed *********** husband had a stroke in 2018 which left him disabled & cannot return to work. We are on SSI & have a very limited income. I am also disabled, I have heart disease, we are both diabetic & we get free food for the aging to help us out with our groceries. We went hoping to get that gift card & be able to purchase some groceries. When we got to the dealership we were ask to be seated. Shortly we had a salesman being the gift card to us- value was **** not ******. The advertisement was a fraud- very misleading . It was a way to scam you into the dealership in Hope's to set you up to buy a car. We found out after the fact because it happened to us. After we received the gift card things escalated from there. They were wanting to show us cars. I repeatedly told them we could not afford it. I repeated that over & over. They ask what could we afford . To answer their question I told them we could only afford a ****** to a ****** payment if we could afford that. So these two salesman said ok let me see if I can get you that. Then they showed us a vehicle parked right beside our car wanted us to test drive it. We did. Next thing I knew we were sitting in a private room with another salesman and we were signing paperwork which we were told to initial here, here, here. It turns out we had signed what is called an electronic cont. We are disabled and could never afford a ****** payment at 84 mths. When I saw w hff at had taken place I ask them to cancel this contract.They dont care that we are disabled & an honest mistake was made they refuse to cancel this contract & let me have my car back. Plea

  

  Business response

  11/21/2022

  Mr. ***** ******************* came into our dealership on 10/29/2022.They did receive the flyer and it would need to match the number on the prize board. They were at the dealership for several hours looking at cars. They told the salesperson that their max ******* was $350.00 a month. They left to eat lunch and to "think about it." They returned and asked about the interest rate. They also said that "If you give us $2000.00 and $350.00 per month, we will buy it." Then they went into the ************************* As soon as they came in, ***************************, the Finance Manager explained the electronic signing system to them. They were first asked to verify that their information on the screen was correct. ******* proceeded in offering additional products such as gap insurance, extended warranty, maintenance, etc. He also showed them what the ******* would be for 84 months with some of these added products. They were also shown the 84 month ******* without any products added. ***** talking at great length they decided to purchase the service warranty and car care maintenance so they would not have to worry about any breakdowns, oil changes or tire rotations for ****** miles. ***** the options were selected he showed them their ******* and they had to Click Ok if they are satisfied. Once they clicked Ok he had them sign in a box before continuing to the rest of the documents. He went thru each document explaining what they were before signing. The whole process takes about 30 minutes to complete. At no time did ****** or ***** give the impression that they did not want to go thru the process. ***** the signing they were given copies of the documents. 

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Consumer stated that vehicle she purchased had extended warranty and has made multiple efforts to have vehicle repaired while under coverage. She states problem still exists but warranty has expired. Last visit to dealership was 8/8/2022.

  

  Business response

  11/07/2022

  ***************** states that she has an extended warranty. We do not see a warranty thru Hyundai or **************************. Our Service Manager, ***********************, tried to call ***************** on 11/7/22 to see if she may have an aftermarket warranty that we are not aware of. She did not answer the phone. ***** pulled the repair order which was dated 8/8/22. On this order we performed a recall that replaced the fuse box label. There is also mention that we pulled a code for the left rear wheel speed sensor, but ***************** declined the repair. The vehicle is over 5 years and ****** miles, so it is out of factory warranty by time and mileage. She did return on 10/12/22 for a clicking in the front end. We found a bolt in right front tire causing the noise. ***************** is welcome to call *********************** at ********************* to discuss the matter, or let him know about an extended warranty she may have that he is unaware of. So that we could see if the part would be covered. 

• Initial Complaint

  08/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  came in to the dealership in june 2022 to deposit $*** for a car. the dealership said that the car in transit and supposed to be on site June 23, 2022. They keep delaying and said that car is not available no more but have a different car. I request a refund for my $*** last week but still have not received the check pictures. So they have been holding on to my $*** for 2 months. this is terrible customer experience. please refund asap. i need to buy grocery. thanks

  

  Business response

  08/12/2022

  This refund was processed back to Mr. ***** on 8/11/22 to his original form of payment which was his credit card. He should see a credit for $****** within 5 to 10 business days on his credit card statement.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 4/11/22 my 2020 Tuscon 65,329 miles broke down without any indication light or previous issues. I brought the car to Hyundai the same day. While at the dealer they offered to trade my car in. I turned them down in hopes of fixing my car. They finally call me two months later to tell me my motor had gone out and they we not going to fix it due to non maintenance which is untrue. I did not bring my car to the dealership for oil changes because it is to far of a drive for me. I later find out the car had several engine recalls. On 7/11/22 I called them to see if the offer for a trade in was still an option. I desperately needed a car. The sales associate ****** assured me they could help me and asked for my information. he told me they had a car for me so I went to the dealer for test drive. While riding with ****** I expressed how happy I was to have the old car out from under me because it had been such a headache. I purchased the car and he even gave me a bag to go get my things out of the old car. Two days later while trying to get a tag I learned that I was fooled into believing I had done a trade but really I just purchased a second car from Hyundai and that I am still responsible for the Tuscon as well as the Pathfinder I just purchased. I made calls to the dealer to express my concerns and ****** was extremely rude and said all I asked for was a new car. That is untrue I would have never bought another car from Hyundai being already disgusted in how they handled my previous problem. The only reason I went back to them was because he made me believe it was a trade and I didn’t want to do a repossession and have the old car on my credit. If I had known I was purchasing a second car I would have done that elsewhere. I contacted the sales manager also named ****** and he was even more rude then the sales associate. He said I was aware of what was going on and I absolutely was not. He said “there is not a thing we can do for you!” And hung up on me. Please advise

  

  Business response

  07/21/2022

  On 7/11/22 ******** ****** called our salesperson, ****** *******, inquiring about trading her 2020 Hyundai Tucson in for another vehicle. She stated that her Tucson has been in our shop for 3 months and it needed a new engine. ****** collected her information to see if he could get her in another vehicle. After researching he found that Hyundai was not going to warranty the engine because she could not provide the maintenance records to prove it had not been neglected. ****** contacted her and told her that we would not be able to take the Tucson as a trade in since it needed a new engine and Hyundai was not going to cover it. Mrs. ****** was not happy about this and was saying that this is Hyundai's fault and that there were open recalls on the vehicle and that is what caused the engine failure. ****** asked her why she didn't bring it to our dealership for oil changes and she said it was to far out of town. If it had been brought to our dealership for maintenance we would have seen open recalls and performed them. Then they proceeded to talk about purchasing another vehicle. ****** found her a 2019 Nissan Pathfinder. After ****** spoke to ******** and her daughter ****** they agreed to come in and test drive it on 7/12/22. They were both satisfied with the vehicle and the price along with the monthly payments. They met with our Finance Manager, ******* ******, and he went over all of the paperwork that clearly showed no trade in. After signing the paperwork ******** asked ****** what she needed to do about the Tucson. She asked if she needed to tell Hyundai to come pick it up from our dealership. ****** told her to tell them whatever she wanted to. A few days later ******** went to the tag office. They were asking her to get a piece of paper from us stating that we had the Tucson here so that she could get credit on her tag. Since it was not traded in we could not produce this document for her. Both ******** and ****** were aware that the Hyundai Tucson was not being traded in. There were no documents ever shown stating that this vehicle was a trade in.

  Customer response

  07/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  This is completely untrue. ******’s words to my mom ******** after she asked him if the trade in offer was still an option for us were “oh yeah we can find something for you, let me get some information from you.” She gave him her info and he talked to me from then on. I gave him my info as well and he told me he had a Pathfinder for me. We seen on the paper work that it said $0 for trade but he made it seem like they just weren’t giving us anything for the Tuscon. Also we did not tell him “do whatever he wanted” we told him that Hyundai Motor Finance wanted us to let them know when we traded the car because it was time to make a payment to them so we asked him who is going to call and let them know that it is traded. He then told us he didn’t know and he guesses we had to call them. He still never said it wasn’t a trade in. That was the third time that I had clearly mentioned the trade to him. He knew that is what I thought we were doing but he never said otherwise. He just wanted to make the sale and did not care about the situation he was putting me in. We then asked him if we could go get our things out of the Tuscon, again because we thought we had just traded it. This company completely mislead and misguided me. 
  
  Sincerely,
  
  ****** ******

  

  Business response

  07/29/2022

  Based on the interviews with all of the managers and salesperson involved, it was clear that we did not want their vehicle as a trade with a bad engine. The salesperson sent her text messages with the initial pricing (A "pencil" per her request illustrating the vehicle with no trade). This was 24 hours before she came to the dealership to test drive the vehicle. Ms. ****** noted in her response that "We seen on the paper work that it said $0 for the trade". In addition, she signed all of the required documents to purchase a vehicle in the finance office that clearly illustrated that there was no trade-in on this transaction.

  Customer response

  08/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Yes I did request a pencil for the vehicle and seen $0 for trade. However I was lead to believe that the vehicle was “negative equity” (Salesman’s words) and that I wasn’t getting anything for it due to the engine issues. I was fine with not getting any money from the vehicle toward a new one as long as they were going to take the car. If it would have been clear that they didn’t want the vehicle as a trade then we would not have this issue because I would not have made another purchase with Hyundai. As I mentioned in my previous complaint I brought up the trade clearly on multiple occasions in front of my friend, mom and ****** and he did not bother to clear things up. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  02/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/24/22 I had my car towed to palmers Hyundai from which I bought the vehicle from 6 months prior to this date . My car wasn't running well they told me they don't know when they can look at it and refused to give me a loaner . I had to miss work cause that was my only transportation and my daughter miss work I explained to them that I need a loaner cause this is their mistake for selling me a car that has issues . My car is a 2018 Hyundai Sonata less than 38k miles on it and this is the second time it has had to be towed in for not starting . After giving me the run around for two days they said it was the battery and charged me 230$ well here it is two days later and my car is shutting off again now I have already missed work a lot cause of this and they refuse to give a loaner they don't care if I miss work can't pay my bills or put food on the table for my kids . This is the worse customer service I ever experienced and when I call to check on the status of my car they leave me on hold for 45 mins and never get Back on the phone I want my car fixed or a loaner til it is cause I have bills and kids to care for and can't miss work

  

  Business response

  04/04/2022

  Business Response /* (1000, 6, 2022/03/07) */ ON 2/25/22, MRS. ****'S VEHICLE WAS BROUGHT IN TO OUR SERVICE SHOP. ON OUR FIRST INSPECTION IT NEEDED A NEW BATTERY. SHE PICKED UP VEHICLE AND HAD A BATTERY INSTALLED HER SELF AND THE VEHICLE WOULD NOT START THE NEXT DAY. ON 3/4/22 THE VEHICLE WAS TOWED IN. WE CHARGED THE NEW BATTERY AND FOUND THAT THE STARTER HAD VOLTAGE DRAW RUNNING THE BATTERY DOWN. WE INSTALLED A NEW STARTER AT NO CHARGE TO THE CUSTOMER AND THE VEHICLE WAS PICKED UP ON 3/4/22. ON 3/7/22, WE FOLLOWED UP WITH CUSTOMER AND VEHICLE IS RUNNING FINE. UNFORTUNATELY BECAUSE OF THE VEHICLE SHORTAGE WE WERE UNABLE TO PROVIDE A SERVICE LOANER FOR HER.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 Hyundai Kona SEL vehicle from Palmer's Airport Hyundai in ******, Alabama. I had problems with the vehicle that they could not figure out. On August 25, 2021, my vehicle appear to have engine problem, I drove slowly to get it home. I had it towed to Palmer's Airport Hyundai on August 26, 2021. They have a recall on my vehicle, 2020 Kona SEL for Engine Piston Oil Ring. The letter said a safety recall to address a condition involving engine failures resulting in a vehicle stall and/or fire. As October 13, 2021, my car is still at the dealership with no resolution or remedy, but I am obligated to pay a car payment for an inoperable vehicle. I have contacted Palmer's Airport Hyundai, Corporate Hyundai Customer Care, and Hyundai Consumer Affair. They have failed to remedy the defect. I have also contacted the National Highway Traffic Safety and the Federal Trade Commission.

  

  Business response

  10/28/2021

  Business Response /* (1000, 5, 2021/10/15) */ When the vehicle was brought into our dealership, we submitted the information to Hyundai. At that time, they did not have a remedy. Hyundai instructed us to give Mrs. ******** a Service Loaner to drive until the remedy was available. On 10/13/21 Hyundai contacted us and approved for us to order a new engine. We could not proceed with anything until Hyundai instructed us to do so. We are the in the process of getting the parts on order. We are sorry for the inconvenience this has caused.

• Initial Complaint

  08/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got my car towed their on may 22 2021. They have given me estimates for cars other than mine. One minute i get told the part I actually need is on back order. 2 weeks later I was told the part was in. A week later i was told there is no record of my car being there. 2 days after that I was told the part was still on back order. The advisor doesnt return my calls and says he will call back. I just need my car due to the fact I have gotten laid off because I got tired of paying $60.00 per uber ride to get back and forth to work in daphne. But whats making me upset is the mis information that they have no record of my car. I ask to speak to an manager I get the advisor. If I have to pay for something give me the correct information and return my calls.

  

  Business response

  09/03/2021

  Business Response /* (1000, 5, 2021/08/23) */ Mrs. ******** this is Chris L******, I am the Service Manager for Palmer's Airport Hyundai. I am sorry for the confusion regarding your vehicle. I have been trying to get in contact with you since the day after I received this BBB complaint. I do show that our records indicate that your vehicle has been with us the entire time since it was towed in. The parts needed to repair your vehicle have been ordered. Unfortunately the parts are on backorder from Hyundai. We have no estimated time of when they will be here. You are paying us to do the repairs and we certainly do not want to keep your vehicle any longer than needed. I do apologize that this has inconvenienced you. At this point and time I would advise you to call Hyundai Consumer Affairs at ************ and start a case with them about the delay. We will try to help in any way we can but our hands are tied until we get the parts in. Please contact me at ************ and I will be happy to discuss any other concerns. Chris L******

*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. ↩