Complaints
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:03/21/2025
Type: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 took my truck to get an oil change on Friday, March 14, 2025. When they brought my truck back up the seat was reclined back and when I tried to let the back of my seat back up it would not move. I told the service advisor and he took my truck back to see what was going on. When it was brought back my seat was all the way back like a bed. The tech said that someone moved my seat so that they could drive around to the bay and it was broken and he was unable to let it back up. I requested for them to fix my seat because it wasn't broken when I brought it in for an oil change. They refused and said that it was already broken when I know it wasn't. They refused to do anything about my seat and want me to either trade in my truck or pay $1,250 to fix it even when they were responsible for breaking it. I made a complaint on ******* corporate website and I have not receive a response. I have been taking my truck to ******* for 3 years even before they moved to their new location and I have not had an issue or been treated so poorly. I want my seat fixed and I will not pay for it myself because it was not broken when I came in for an oil change.
Business Response
Date: 04/07/2025
We apologize the guest had this concern. She had made our service department aware that she knew the seat malfunctioned. A member of our team will be reaching out to her with a solution to address her concerns.Customer Answer
Date: 04/07/2025
[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: 23096029
I am rejecting this response because: My seat was not broken when I brought my truck for an oil change and I did not make anyone aware of any malfunction, because it was not malfunctioning. There was nothing wrong with my seat. When I informed the tech that it was broken he told me that it costs too much to fix, I let him know it was not broken when I arrived and turned my vehicle over to them for a oil change
Regards,
******* ******
Business Response
Date: 05/28/2025
We are sorry to hear that she disagrees with our response. The guest may contact Hyundai Motor America Consumer Affairs at ************** to open a case file for their review.Customer Answer
Date: 05/28/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******* ******
Initial Complaint
Date:11/15/2023
Type: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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:05/04/2023
Type: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.
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
Date: 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 Answer
Date: 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
Date: 05/05/2023
Our service director, *** ****, will be in contact with you as soon as possible to review your concerns.Customer Answer
Date: 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
Date:10/19/2022
Type: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 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
Date: 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
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