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:01/09/2025

  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.

  If there was a way to give negative stars I would. I do not recommend this dealership or its service department. They have had my vehicle for almost 2 months now, for the 4th time in less than 2 months, for accumulative time in their shop of over 5 months (I have only owned the car for 6 months) and still cannot figure out the issue. However, they have no issue guessing and filing multiple claims against my warranty. Run as far as you can to somewhere else. Do not take you vehicle to this service department!

  Business Response

  Date: 01/22/2025

  Mrs**** came in with the intentions of performing an alignment and diagnostic on a popping noise coming from the REAR when traveling over bumps. Upon our initial diagnostic, the tech determined the vehicle was in need of shock absorber replacement. The vehicle left 08/02/24 and returned for part installment on 08/13/2024, we completed repairs on 08/15/2024 and informed customer vehicle was ready for pick up. 3rd party warranty company paid for repairs. On 09/11/2024 the customer came back with a different concern. ** ****** customer brought vehicle in with a concern that the FRONT of the vehicle was making a popping noise when driving, consistent issue with no actions needing to be performed to replicate concern. During the duration of this diagnostic, we provided a loaner vehicle. Our diagnostic recommendation was steering Colum replacement. Paid for by 3rd party warranty company.  Customer remained in the loaner while we waited for part arrival.  After ensuring no noise was being heard we returned the vehicle to the customer.

  On 09/17/2024 the customer returned stating the noise was still present. Same day recommendations included the following: Rack and Pinion replacement (Tech note: Either the column put excessive wear on the steering gear or vice versa) Intermediate steering shaft replacement (Tech note: Shaft is stuck on rack and needs replacement.)  Both repairs were performed and the 3rd party warranty paid for the repairs.

  Prior to customers final diagnostic on work order  we informed the customer abnormal wear was discovered on her tires which could lead to the issue of "vehicle pulling to the right" Customer approved of 4 tires to assist us with eliminating factors to the issue. On This repair order we provided full replacement of rack and pinion, Universal joint assembly and left front strut plate bearing replacement. After completing repairs, a total of 4 ***** Service associates test drove the vehicle. Tech who completed repairs, Shop foreman, Service Drive Manager and Service Manager.  During these drive cycles no noises were heard, thus concluding repairs and customer being informed vehicle was ready for pick up. 

  Upon dropping off the loaner vehicle and customer picking up her vehicle, she made us aware of a popping noise occurring "in reverse". When provided options for test drives with management and/or a master tech, the customer declined and stated she would prefer to bring the vehicle elsewhere.

  Mr. and Mrs. *** have been charged for the tires, and their deductible from the 3rd party warranty.  All other costs have been taken care of by ***** and the 3rd party warranty. These repairs totaled over $9100.00 and the customer paid a total of $908.20 for the tires and their $200.00 deductible.  

  As far as her emails not being replied to, I have been replying to them, I am the Service Director and I have made sure that their costs were kept to a minimum.  Ms. ********* believes that all of her concerns are the same, but as you can see from the amount of repairs made, there are numerous issues with the vehicle.  During her first visit we recommended a tune up as the vehicle seemed to be running rough, but they declined any type of maintenance as they just purchased the vehicle

  I do not believe that we hold any further responsibility with this vehicle as we have paid for part of her repairs and offered to drive again with her and she declined.  . 

   

  
  

   

  
  

  Customer Answer

  Date: 01/26/2025

  
  
  

  [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 Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: The timeline is incorrect, the cost(s) listed are not correct and the repairs are not correct. I have kept a timeline of all repairs and almost all communications as most were not responded too. I also have the receipts showing what was done to my vehicle and the note when I picked up my vehicle after being told by the service manager that 3 techs had driven it to ensure repairs were done. As well as being told by the service contact (*******) the day I picked up my vehicle, that a tech had driven it that morning and confirmed that all repairs were completed, and the issues were taken care of. However, when I arrived at *****, ******* and ****** (the service manager were gone) I informed the young man who had my paperwork that I was not signing anything or paying until I have driven my vehicle myself. Before leaving the dealership to test it, the popping sounds were still happening and the young man who rode with me immediately texted ******* to find out what needed to be done. Needless to say, after 11 weeks and this being the 4th time they had tried to "fix" my vehicle, I was done. I will be taking it to a different service department.

  
  

  Regards,

  
  

  ******** ***

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 02/19/2025

  We have requested that Ms. ********* bring her vehicle back so we can further address the concerns she feels are not resolved.  As far as a refund, I am not sure what she would like refunded, she paid a $200.00 deductible and for the cost of the tires that were needed.  ***** did not charge her for the labor to install the tires nor was she charged for the alignment performed.  All other work was either covered by her 3rd party warranty company, Hyundai Motors or ***** Hyundai.  I do not believe we are being unreasonable to request that she bring the vehicle back.  We can even pick the vehicle up and drop a loaner off to her.  Without the vehicle here, I do not feel I am being given the opportunity to resolve this issue. 

• Initial Complaint

  Date:10/01/2024

  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 bought a brand new 2018 Hyundai Sonata from this dealership in September 2018. In April 2023, when it was still under warranty, I started losing power at random times and started experiencing intermittent knocking sounds. I brought it to the dealership in that month and it was not fixed. On July 21, 2023, I dropped it at the dealership and have done so multiple times since, for a total of 11 and 1/2 months left in the repair shop. They do often give me a free rental, but currently I have extreme shuddering and shaking and they state that they do not have any rentals available. This time I drove my car for ten days before the check engine light reappeared, with the car progressively getting worse each day. I broke down one time from completely losing power when trying to accelerate into traffic. They report that they have changed the engine twice, along with multiple parts that correspond with it. We have spoken with corporate in the past, but the only result was more frequent communication. They appeared to trust the word of their local people, and this did not result in a drivable car. One time they stated that I had picked up my car when it was still in the shop, another time they stated that they drained the gas line and refilled the tank but it was completely empty, and one time they called and were clearly talking about a different car altogether. After 1 1/2 year of this, I ask for a suitable replacement for my car in order for me to be able to arrive safely to my job and child's school and not spend more time out of work waiting at the dealership. I paid roughly 20,000 for the car in 2018 but have not paid them anything in the past 1 1/2 year. Please see the attached paperwork, listed in chronological order. Thank you for your time.

  Business Response

  Date: 10/17/2024

  *** *******'s 2018 Hyundai Sonata has had concerns, and they are still being addressed.  We have replaced the engine twice as stated, replaced an ignition coil, intake manifold gasket and spark plugs.  The vehicle still exhibits random misfires on different cylinders. *** ******* has been in a loaner vehicle and remains in a loaner until we can resolve the issues with her vehicle.  We have provided a Hyundai Sonata as that is the vehicle that she drives.   We have contacted Hyundai Motors and are waiting for the assistance of a Field Service Engineer.  We have offered *** ******* an option of trading the vehicle in and she has declined.  It would be the responsibility of the Manufacturer to replace the vehicle, again, we can take the vehicle in on trade and do the best we can for her, but *** ******* would like us to provide her with a new vehicle to replace of her 2018 Hyundai Sonata as an even trade. We will continue to work on the vehicle with Hyundai and the Field Service Engineer and are confident that we will be able to resolve the issue of a random mis fire.

  Customer Answer

  Date: 10/17/2024

  
  
  

  [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 Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: The car is not yet fixed.  There are only two options offered here, to accept or reject the response, and if you accept it means "case closed."  I agree with the correspondence and current plan to try to fix my car, but it has been eighteen months so I will want to see it fixed before it is satisfactory.  I would like to say that I have never been offered the chance to trade-in my car.  I am not interested due to not wanting to take on a new monthly payment, but I was not offered this. 

  
  

  Regards,

  
  

  **** *******

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:06/25/2024

  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 scheduled an appointment for service six months ago because that was the only open slot available. That appointment was for Saturday, June 8th at 7:15 am. When I arrived, I told the consultant that my car was having issues when driving and that the sensors seemed to be faulty because they came on randomly for the trunk and tire. I asked for a multipoint inspection and also an oil change. Before I came back to get the car, I was called and told that outside of the multipoint inspection, I would need to pay about $250 for a diagnostic on the car because my warranty had expired the week before. Again, June 8th was the earliest date available. Also, I called the service center thinking this was a mistake and was told that the service center was truthfully backed up. When I returned to get my car, I reviewed the receipt from the multipoint check that stated everything was fine. Today, a week later on my way to work, the car started shaking and smoking. I towed it to **** **** which found that the car had significant issues with the engine systems. The cost for repair is over $1,500. The fuel injector is completely shot. How exactly was this missed during the multi-point inspection? Also, now I need to cover this huge cost when I had a warranty just two weeks ago which expired during a SIX MONTH wait for an appointment with Hyundai. I was told to contact Hyundai and have been for the past week but no one is returning my calls or text.

  Business Response

  Date: 06/28/2024

  1) Customer scheduled online.  We are only scheduling 2 weeks out, unless customer was trying to get a Saturday and then we are seveal month out online. The Saturdays are filled well before all other days. See online appointment attachment.

  2) Vehicle was out of warranmty and the advisor gave the customer a choice to pay for checkout. Customer elected not to have the diagnostics performed at this time. Customer signed for a Works Package (oil and filter change with tires rotated), complimentary multipoint inspection and complimentary car wash. See signed work order attachment.

  3) Parks Hyundai holds not warranty and has no warranty obligations other than the manufactures warranty guidelines to uphold.

  4) The Multipoint Inspection is a visual inspection, not a diagnosis of concern. Once again that was waved by the customer when that fee was verbally discussed/quoted.

  5) Hyundai Motor America would have to approve any OUT OF WARRANTY repairs, NOT the dealership.

  This should be directed to the manufactor not the repair facility.

   

  Customer Answer

  Date: 06/30/2024

  
  
  

  [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 Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  The first correspondence about
  scheduling occurred on January 23rd at 7:01 am with *****, Service
  Assistant, using the following email: ********************************************************. No
  response was received to this email where I responded that there was no
  appointments available. The second correspondence was on January 23rd at 7:00 pm from *********************************** with a
  link to schedule for maintenance. Using this link an appointment was scheduled
  on January 23rd at 8:34 pm. I was still receiving scheduling notices
  on January 28th 3:58 pm, February 5th 4:32 pm. February
  23rd at 5:00 pm, February 27th at 3:59 pm but nothing
  from the original email where I noted the limited availability of appointments.
  Then, I finally heard back from *****, Service Assistant, on April 23rd at 9:00 am and again on April 25th at 9:13 am. I responded that no
  appointments were available for an earlier date, so an appointment was made for
  June 8th at 7:30 am.

  The vehicle was not out of
  warranty when the appointment was scheduled. That is the grievance I am having.
  Nonetheless, I asked during drop-off of the vehicle whether the multipoint
  inspection included inspection under the hood because the sensors for the trunk
  and tire lights kept chipping. The response was simply to signal virtue to the
  multipoint inspection. To which I responded with, “any major issues then are
  likely to be discovered via a multipoint inspection. Since the cars warranty
  expired before I could have this appointment, lets see what the inspection
  finds first”. The inspection found nothing. Then a week later, the car shut
  down. When the vehicle was taken to **** ****, they found that transmission
  fluid was leaking among other serious issues. Hence, my question in the initial
  complaint was how could this have been missed during a “thorough” multipoint
  inspection?
  
  Again, the issue is that the
  appointment was scheduled months in advance of the warranty expiring. It is unethical to hold customers accountable for faulty scheduling systems.
  Especially in this case where no correspondences were returned spanning over
  six months.

  I have had a Hyundai vehicle
  since 2018 and have never had a multi-point inspection that was just a “visual
  inspection”. My waiving of a diagnosis was based on prior experiences where the
  multi-point inspection, as quoted from another Hyundai location, “is much like
  a check-up at a doctor’s office. As a mechanic performs an inspection, they
  will check and test various areas on a vehicle. Mechanics initially test the
  most common problem points, like batteries and starters, then dive into less
  common problem areas, like exhaust components and vehicle chassis. Throughout
  the inspection, a mechanic will make notes of the areas that need the most
  attention.” Even then, there was transmission fuel leaking from the car. How
  was this missed?
  
  As stated above, the principal
  issue here is not and has never been the status of warranty for the vehicle.
  This issue was bred from a poor scheduling system and perpetuated by poor
  communication. Moreover, under no circumstances has a mechanic ever performed a
  multipoint inspection on a car by simply looking at it. It is unfortunate that
  these are the measures I had to take to even receive a response from Hyundai. I
  have been calling, emailing, and texting for weeks and all contact attempts
  have been unavailing.
  

  
  

  Regards,

  
  

  ***** ****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 07/01/2024

  No assistance will be given. Customer has the option to make an appointment with another Hyundai Dealership and or get a second option from an independent, which she did. 

  Customer Answer

  Date: 07/01/2024

  
  
  

  [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 Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  
  

  The response received is a pronounced refusal to rectify the issue. Also the alternative options provided is to either defer to another Hyundai dealership that was not involved in the initial service or to consult with an independent agency which was already noted as an action taken in the initial complaint.

  Regards,

  
  

  ***** ****

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 July 21, my Hyundai Tuchson lost power, revving up to 8000 rpm, and barely getting to 35 mph. It was shaking. We made it to the Parks Hyundai dealership, where we were told they are seeing a lot of this. That it's do to a defective rod in the engine, causing it to burn oil and clog the catalytic converter. They would do the diagnostics, send it to Hyundai, and I should be getting a new engine. (My car is one that's covered in a class action lawsuit for this). We were told to rent a car, because they didn't have a loaner available, but I would be reimbursed, and it would be about 2 weeks. On Aug 1, we got a quote to fix the catalytic converter for ********* My husband said we would pay for it after an oil consumption test was done over a 3000 mile period to prove there was nothing else wrong. They agreed. Then on Aug 3, we were told they ordered the wrong part, it was just an attachment piece, and the actual converter cost $********. Told we needed to approve the final total of $******* and they could fix it. We said no, had it towed, and got it fixed for $******, Including labor. Parks Hyundai service department is a scamming department. There to screw people out of money. They at least owe me the cost of the rental, $******, as they said it would be reimbursed by Hyundai since they didn't have a loaner. I want explanation of how they could charge $**** when I got it fixed for $***, and a refund of my **** towing fee since they essentially forced me to go elsewhere. And, since this fix is probably a bandaid, if my engine does seize, I want it replaced, at no cost, as indicated in class action lawsuit.

  Business Response

  Date: 08/16/2023

  Customer was provided a quote for replacement parts being the original equipment, not aftermarket parts. We are a dealership and sell factory part. This allows use to warranty the parts we sell nationwide. Pricing and quality are different than when your using NON OE parts. The customer was not promised rental and or loaner vehicle. Customer was informed that there is open Campaign, recall 993 that was completed at time of service visit.  Extended Factory Warranty for engine warranty extension is also in affect on this vehicle but did not hold any codes pertaining to this vehicles concern.

  To sum it all up, customer was provided with a quote and paid for diagnosis. *** ******** remove her vehicle to get second option and or quote and had repairs completed by the NON Factory repair facility.

• Initial Complaint

  Date:12/05/2022

  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.

  On Friday 08/26/2022 I called several days ahead to inform the service department of Parks of Hyundai in Gainesville that I was driving down to pick up my vehicle and turning in the rental car. When I arrived my car was not ready, I had dashboard and tire damage caused by the service department as I found that they removed my windshield visors which caused severe cracking to my dashboard over the two month period from June to August of my car waiting to be repaired. I had to remain in Gainesville for two days to allow time for them complete repairs (though they stated that my car was repaired and ready for pick-up the week prior to the time) I planned my pick up my vehicle as I live over 4.5 hrs away in ****** **** *****.
  On 08/31/2022 once arrived at the Parks of Gainesville Service Department, after discussion of repairs with the ** * ****** I entered my vehicle I found that my car had several lights on in the display including air bag and tires, I also found that my dashboard was severely cracked in several places.
  I am seeking to file a claim against Parks of Hyundai Gainesville on the damages their negligence seeking replacement of my dashboard and reimbursement/refund of my cost for a dashboard protector to prevent further damage to my dashboard.
  Please see the completed letter in regards to this matter and email to the service manager *** ****** ****** and dashboard damages in pictures below also, I have included the pics taken at ***** **** ******* of when my car was prepared for the AAA towing w/visors. I did this just in case there were any damages done to the exterior not anticipating interior damages.
  I have since contacted the Hyundai Corp forwarded me to their BBB auto line dispute resolution center who then forwarded me o the *** ** ************* Please see attachments below.
  Thank you ******* ****

  Business Response

  Date: 12/19/2022

  *** **** vehicle came was towed in 6-30-22 we replace engine under warranty program.when she came to pick up she said her dash wasnt crack when it came in setting in our parking lot for 2 months wouldn't have the sun to crack her dash it would take year of being in sun to cause that Hyundai  2011 sonata have known issue with dash cracking from sun. Not our fault service manager ********

  Customer Answer

  Date: 12/19/2022

  
  

  [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 Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because: *** ****** you are making a speculation on how the damages to my dashboard whereas I KNOW your dept negligence of removing the windshield visors was the reason why the cracks to my dashboard occurs. Why do you think that I would go to these lengths to have my dashboards replaced. YES. the damages was caused to my dashboard as it did sit for two months in the hot FL summer sun of from June to August and the damages were caused because of the removal of the windshield visors by your dept. PERIOD. Once again, I DID NOT have ANY dashboard damages prior to my car being in your service. Your service dept is indeed liable because of the negligence of removing my windshield visors which caused the cracking of my dashboard. You know that it your department was negligence of the removal which caused the cracking because you opted to have it replaced and told me to get an estimate then once I contacted the dealership here in PC FL I was told by *** ******* *hat every Hyundai has a replacement part and technician and that I should have it replaced at your dealership that caused the damages you,  *** ****** became upset once I emailed the letter regarding the truth and when I spoke to you, you became accusatory that I was lying about the damages and that they had already been there and rudely hung up in my face. I am not a criminal nor am I a person that will just allow you to cause great damages to y property without replacement or  monetary compensation for the damages to my vehicle. I have posted irrefutable proof that the visors were in place to prevent the VERY THING from occurring.  Once again, I will be seeking replacement or monetary compensation for the replacement of my dashboard. Please let me know how you want to settle this issue before I move further. Thank you Deirdre

  
  
  

  Regards,

  
  

  ******* ****