ComplaintsforHyundai of St. Augustine

• Initial Complaint

  11/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The date of purchase was November 13, 2023 Auto purchase, $18,390 approximate The dealership was required to provide me with a second set of keys to include, a cut key blade, fob, and programing for a 2021 Hyundai Venue as required for a Hyundai Certified Preowned Vehicle. They failed to provide the aforementioned items. The total cost of the items mentioned at a different certified dealership, ******* Hyundai, is $438.00 The dealership did not provide a satisfactory solution.Secondly, the dealership failed to repair a faulty brake light. That defect was indicated on two occasions via the vehicle warning system, such failure is a violation of the ******* Vehicle And Traffic Law. Refusal to provide me with the 172-point Hyundai CPO Inspection List which indicates two sets of keys must be issued upon the purchase of a Hyundai-certified used vehicle.

  

  Business response

  11/15/2023

  Our apologies that you weren't provided an extra key.   As a gesture of goodwill, we will issue reimbursement for this expense.  A manager from the dealership will be in contact with you as soon as possible to arrange for reimbursement.  

  Customer response

  11/15/2023

  [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: 20871004

  I am rejecting this response because: It provides no details as to how I will be reimbursed, who will make the key, where I can have it done, etc. I need to talk to somebody in authority at this dealership. If we can reach an equitable solution I will withdraw my complaint.
  

  Regards,

  *****************************

  

  Business response

  11/20/2023

  Management has been in contact with the guest to ensure a key is cut at the Hyundai dealership in *********** where the customer's Daughter is attending school .   ***********************, the General Sales Manager, can be reached at ******************** if the guest has any questions regarding the process. 

  Customer response

  11/21/2023

  [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

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2016 Hyundai Azera was purchased from this dealership in August 2020. I also purchased a platinum level Hyundai extended warranty from the dealership at that time. The vehicle remains under the 48 month warranty coverage period. The vehicle has had the battery replaced three times since purchase. The failure to maintain a charge or even start has rendered the vehicle useless and unreliable. For that reason I contacted Hyundai customer service and arranged to have the vehicle towed to Hyundai of St Augustine where I purchased the vehicle. Because the vehicle is under warranty I was able to get Hyundai Road Service to tow the car to the dealership on April 3, 2023. On April 3, I was contacted by ***** ***** who confirmed that it was the battery that didn't hold a charge. Something in the vehicle was draining the battery and the mechanic would work to identify and correct the root cause. During the first week that the car was at the dealership, communication was reasonable and calls were returned. However, that did not continue. I phoned the manufacturer in an attempt to get assistance with resolving the car repair. A case number was assigned and escalated to a manager. Unfortunately, the case manager encountered the same problem I did; lack of communication and adequate follow up. We still don't know exactly what is causing the battery to fall or any details related to a reasonable outcome. As of 4/24, the Hyundai case manager told me that she tried numerous times to reach the technician and left messages that remained ignored. May 3, 2023 marked one month that this vehicle has been in the service department at Hyundai of St Augustine. Obviously there needs to be a resolution. If it's that difficult to identify a problem and repair it, then what reasonable outcome could be met? I'm still paying for this vehicle that apparently can't be fixed. I want to be made whole. Either a refund or another vehicle that's safe and reliable.

  

  Business response

  05/04/2023

  Our sincere apologies that our service department has not been able to address the issue this guest is having with their vehicle.  Due to the intermittent nature of the issue involving electrical components, it is a difficult to condition diagnose and fix.  The guest has been provided a loaner vehicle while we continue to diagnose their vehicle.  Our service director, *** ****, is looking into why the guest has not been kept in contact with as to the status of their vehicle.  We appreciate their patience and understanding.

   

  Customer response

  05/04/2023

  [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 communication provides no end date as to when the vehicle would be repaired. 

  What does the dealer believe is reasonable and customary under similar circumstances?

  Is the dealer aware of other similar situations with Hyundai vehicles that cause a parasitic drain from the battery? What was the outcome?

  Is this a known defect? 

  I have not yet heard that a loaner vehicle is being made available. 

  I'd like to resolve this matter in a way that is fair to both parties.

  Regards,

  ******* ******

  

  Business response

  05/05/2023

  Our service director, *** ****, will be in contact with you as soon as possible to review your concerns. 
  

  Customer response

  05/05/2023

  [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 have spoken with the service manager. At this juncture, I'm willing to work with the dealership to resolve this issue. However, I will revisit my original complaint within 30 days to ensure the satisfactory resolution of the matter. 

  I'm looking to be made whole by having a returned vehicle that properly works, a refund in the amount still owed on the car, or mutually acceptable replacement.

   

  Regards,

  ******* ******

   

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 23, 2020 we paid $25,367.22 for a 2020 Sonata Sel. Needa an alignment check, not covered under warranty. The car has 6600 miles on it. We were told there was a bumper to bumper warranty. It appears this is not the case. According to an e-mail from Hyundai corporate the 10 year 100,000-mile warranty pertains only to the drive which leads us to believe the A/C, water pump and power steering is not covered under warranty. It appears any items which should covered under warranty. Anything that Hyundai does not want to repair due the fact it would charge back to the dealership, consider the items as, "Outside Influence". As if people are going to spend $25,000.00 then damage it so they can get it repaired under warranty. REALLY!!! It appears there is no new car bumper to bumper warranty. The owner is responsible for repairs.

  

  Business response

  10/19/2022

  Our apologies the guest is having concerns, however maintenance items like alignment checks and adjustments are not covered under the manufacturer warranty 

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Jeep from Hyundai of St. Augustine on 7/15/22. Drove a total of 3 hours to this specific dealership to purchase this vehicle that I specifically called in about. I get there, test drive the truck and purchase the vehicle, signed all the papers , and the vehicle is suppose to be delivered to me , once my bank pays them on Monday, since my bank (boa) doesn’t pay them out on weekends. I specifically asked ***** ( the finance manager) to promise me the car won’t be sold while they wait to get the check over the weekend, since it’s happened to me before. ***** promises me the car will not be sold and that I did not have to leave a deposit since they will know the Jeeps been bought by me. He reassured me the Jeep is mine and not to worry. The very next day 7/16/22 I call the dealership to pick my actual license plate and **** ******* (the other finance manager) rudely answers the phone and asks me if I’m financing with them or my own bank. I let him know I would be financing with my own bank.. Next thing I know he gets annoyed and rushed my off the phone to tell me he’s with another customer that he will call me back. Never heard back from him. I Figured maybe they are just busy and I will call back tomorrow. Sunday 7/17/22 I give the dealership a call once again to find out if i can now pick my plates for the jeep since they have them. I then find out from the salesperson I bought the car from Ava , that **** ******* ( finance manager) mentioned to **** ******* ( salesman) that I called in and said I will not be able to finance the car and so they both intentionally sold it to someone else out of spite because not only did I get the Jeep for a good deal , but **** didn’t like the fact that I wasn’t financing with him so he can’t rip me off.. So they pretty much sold the Vehicle that I bought and signed papers on because **** ******* didn’t like that I had a better rate with my bank and they couldn’t make a lot of money off of me. Very bad business.

  

  Business response

  07/22/2022

  Our sincere apologies you had a negative experience with our staff and we appreciate you bringing it to our attention.  We will counsel the team members involved about the proper policy and procedures when it comes to a guest that would like to purchase a vehicle but decline our financing options and does not have the funds readily available at the time of the desired transaction. 

  

  Business response

  07/29/2022

  The dealership has nothing further regarding this customer. 

  Customer response

  08/03/2022

  [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: 17599446

  I am rejecting this response because: I tried to work with Hyundai of St. Augustine for the last 3 weeks but they haven’t helped at all. They just give me false promises and rush me off  the phone . They have shown they care more about profits then customers. They are not a transparent  car dealership if they allow unethical employees to work there to perform deceptive practices. They should have never sold my vehicle I signed papers for , but yet they did and have done nothing to compensate me for wasting my time with them. 

  Regards,

  ******* *******

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a vehicle. This vehicles engine has blown due to a faulty engine bearing that has a recall listed with hyundia. Since the individual has past I have no service records. They denied the repair. I only had the vehicle for 1 week. I was told my title was branded but I have a clean title sitting here with me. I have been without a car for 3 months due to this.

  Customer response

  02/10/2022

  I submitted my Sonata to Hyundai under recall 162 for a faulty motor bearing. I obtained the vehicle through a private seller and had it only one week before the engine seized. Hyundai informed me that my vehicles title was branded so they would not do any work to the vehicle through the warranty. I procured my title from the Department of Motor Vehicles. The current title has no brands. After contacting Hyundai customer service I was told there was nothing they could do since the vehicle had been denied. My vehicle has been at Hyundai of St Augustine since last November. I need my vehicle to be repaired. It qualifies for the warranty with this recall. With no brand on the title i have still been denied service. I have a child on the way and I need my vehicle back as soon as possible.

  
  

  

  Business response

  02/17/2022

  We are sorry to hear that this guest is having issues with their vehicle they received.  Per Hyundai Motor America's guidelines and at their request, we performed the necessary diagnostic procedures and provided that information to Hyundai Motor America.  Hyundai Motor America declined the repair due to evidence of lack of maintenance by the previous owner(s)    Hyundai of St. Augustine is cannot perform warranty repair work without prior authorization from Hyundai Motor America.  We have provided the guest the contact information for Hyundai Motor America if they would like to discuss their concerns further. 

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from Hyundai of st. Augustine on December 13, 2021. On December 26 the car started to have problems running hot and broke down, I had the car towed to ******* where they told me they would fix any issues. On January 6 they called me and said my vehicle was fixed and all issues were nonexistent. When I got there the service department told me they replaced the radiator hose and temp sensor but was still having issue so they went back and replaced a alternator bolt and a belt and also they drove it 15 miles without any issues or lights coming on. On That day I also found out that my engine was replaced prior to me purchasing the car which I was unaware of. I drove the car not even a mile down the road and a check engine light comes on. I took the car back to ******* and told them at this point I didn’t feel safe taking this vehicle and I wanted something different. ***** in the service department kept telling me “oh no you don’t need a new car, we’re gonna fix it” . So I called the sales manager and explained to him the situation and explained that I didn’t feel safe taking this car and I would like to get in something else, he transferred me to a salesman who told me that they will not switch me out of the car unless something else goes wrong with the car . The car has been at the dealership since December 26 up until now. I don’t feel safe taking that car. I did not have the vehicle for two weeks before it started problems, why am I being forced to keep a car I’m not comfortable taking

  Customer response

  01/11/2022

  This vehicle was a used 2016 ******* ******

  

  Business response

  02/01/2022

  We are sorry to hear that you had mechanical concerns with a pre-owned vehicle you purchased from us in December.  Our management team has provided you with a different pre-owned vehicle to address your concerns.  We appreciate your understanding and patience as we addressed your concerns with your previous vehicle. 

• Initial Complaint

  05/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used to get my car serviced there. I have a 2019 Hyundai Elantra. When I got the car, months later there was a rainstorm. And my car horn started to sound muffled. When I went to get my oil changed I asked the service rep to check the horn. They told me there was nothing wrong. Well now 1 and a half years later I am taking it to a different place for service. We had a rainstorm and it happened again. I asked the service rep to check the horn. He told me there is a piece missing on the front right tire area causing everything to be open and water getting in and ruining the internal parts of my car. They said because the piece isn't there, it voids the warranty and they cannot replace it. I have never been in a car wreck and a piece has never just fallen off my car. So I was given a brand new car with a missing piece. it is 500 to replace and I want them to put the piece on my car considering it was never there in the first place. Nothing but issues with this location. Unbelievable.

  

  Business response

  05/19/2021

  Our sincere apologies that this guest is having concerns with her vehicle.  Upon review of her account in our service department, we cannot find any mention of a concern with her horn.  Our service director, *** ****, would be happy to review this with them. He can be reached at ************ ext ***.

  Hyundai of St. Augustine Service Team

  Customer response

  05/25/2021

  [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:

  Regards,

  ********* ********

  

  Business response

  05/27/2021

  We apologize the customer was not satisfied with our response.  We have nothing further to add regarding this complaint. 

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