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:08/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a brand new 2023 Hyundai sonata from this dealership. Within 4 months, all safety features, speedometer, blinkers, and lights would malfunction at random. I brought it in to get it checked since it was under warranty and they stated they will see what they can do. After a week, they told me they cant find the problem and to come get it, but the moment I drive it off the lot, it happens again so I bring it back. 3 more weeks pass and they have no updates, ideas as to what the problem is, and no estimate as to how long it will be in the shop. They wont allow me to trade in because I would be upside down too much, but take no accountability for the fact that the vehicle they sent me isnt working properly and they have no idea how to fix it. I dont want to trade the vehicle in, but I want the vehicle I bought if not another one in my name. I do not want a loaner. I want my vehicle and they cannot fix it, but refuse to work with me to get me another vehicle for a problem their hardware has caused.

  

  Business Response

  Date: 08/28/2024

  ************** brought the car into our repair facility on 7/22/2024.  During the first week, ****, our Service Manager, drove the vehicle almost every day for approximately 60 miles trying to replicate the issue.  ************** also provided video of the issue.  **** could not get the issue to replicate, so they contacted the customer to pick his vehicle up from the dealership.  ************** got no farther than the end of ******** at Old Shell and the problem happened again.  He contacted the dealership and they instructed him to return immediately and to not turn off the vehicle.  When he got back to the dealership, the intermittent issue stopped.  *********************, our shop *******, spent between 4-5 hours on the phone with Hyundai Tech support trying to determine the issue.  There appears to be an intermittent wiring issue caused by vibration in the vehicle.  Tech Support instructed **** to replace the Gateway module, a central wiring hub to rectify the problem.  As soon as **** can replace this Gateway module, he will provide an update to us and **************.
  
  ************** contacted ***************************, one of our Sales Managers.  ****** provided the phone number to Hyundai Consumer Affairs this afternoon.

  Customer Answer

  Date: 08/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/26/2024

  Type:Customer Service 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 vehicle have been towed since April 1st for a second time and no one is willing to give me a diagnostic on it and the engine, not even an time frame estimate not even a car replacement no decision on the engine replacement yet after they previously replaced it less than two years ago for a default and damage under their care.

  

  Business Response

  Date: 05/06/2024

  The car came in on 4/1/24 with the customer stating that the car will turn over but will not start. We believed it to be a engine concern. We were backed up so it took longer for us to look into it. We were able to jump it off and drove the car into the shop. No engine noise or engine codes appeared. It was showing low voltage codes from a bad battery. After replacing the battery no codes were present. We took the vehicle out for a test drive. After about 8 miles the car started overheating. Once we got it back into the shop we found that the engine had a blown head gasket. We are currently in the middle of testing to see if it could be a problem from the factory engine replacement or if it was a outside problem that caused this to occur. 

• Initial Complaint

  Date:06/13/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:03/03/2023

  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 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

  Date: 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

  Date:02/17/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:11/16/2022

  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.

  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

  Date: 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

  Date:11/03/2022

  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.

  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

  Date: 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

  Date:08/11/2022

  Type:Customer Service 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.

  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

  Date: 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.