ComplaintsforHyundai of Cumming

• Initial Complaint

  03/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On June 24 2023, My wife **** and myself went to Hyundai of Cumming/ ******* of Cumming, located at 750 ************** Cumming **, ***** *************). Upon our arrival we were met by a car salesman (Mr. Skip *******, PH: ************, email: ******************** We were looking to purchase a ******* *** and trade another vehicle in. While inquiring about a 2023 ******* *** (VIN: *****************). I (******************) asked if this said vehicle was a Certified Pre-Owned and both ****************** and the sales manager ( unknown name) stated to me and my wife that it was one of their vehicles and the said vehicle was a Certified Pre-Owned vehicle. I asked for a document showing that the vehicle was a CPO (Certified Pre-Owned), and ****************** showed a piece of paper, taken from the service department. ****************** stated that the shows that the vehicle is CPO and any dealership will see the information if work is ever needed.Believing in the statements provided by Mr. ******************* and his sales manager, about the said vehicle being CPO, my wife and I purchased said vehicle. February 2024, I had contacted ******* for a request for reimbursement and was informed that Im not eligible for the reimbursement because there is no CPO contractor for said vehicle. Since February 14th, 2024 I have called and left multiple messages asking for a call back, and had received no response.February 17th, 2024 I went to the dealership and was given a business card for a sales manager named *************************. I called ****************** and left a couple of messages requesting a call back. I had not received any call back from ******************.I did receive a phone call from a ********************************* who had sent me a copy of the inspection for the said vehicle, and promised to get more clarification on my complaint. ****************** since February 19th, ***************************** back.February 27th, 2024 I had called ******* to file a complaint against Hyundai of Cumming/ ******* of Cumming. ******* was able to get a hold of the Director of Sales *************************. ******* informed me that ************** was looking into the matter and would follow up in a weeks time. March 1st.I (***************************) went to the said dealership to inquire about why my purchased vehicle was not CPO, when I was told it was at the time of purchase. Upon my arrival I spoke to the Director of Sales ************************* (Phone: ************, email: *********************************** I informed ************** of the issued and how I have not had any response since reaching out to the dealership several times before our meeting. I informed ************** that it was discovered after talking to ******* ********** that there was no CPO contract for my said vehicle. ************** stated that he doesnt see in their system that my vehicle was a CPO and was not able to further investigate the issue, because they dont keep files on site and will have to request the documents. ************** was informed that I was told by the sales manager and ****************** that the vehicle I was purchasing was a CPO. ************** stated that he would need time to look into the matter and would get back to me in a week.While still at the dealership in the service area (waiting on my vehicle, was being serviced) Mr. ******************* came over and sat next to me asking if everything was okay?. I informed ****************** that I did not appreciate being lied too, ****************** looking at me stated, what do mean? I informed him that the vehicle he sold me was not a CPO vehicle, and ****************** answering right away stating 100% it is a CPO vehicle. ****************** was informed that his Manger (*************************) stated that it was not a CPO vehicle. ****************** stated that I shouldnt worry and that it will get straighten out.March 6th, 2024 Called ************************* and received no response or call back. March 8, 2024,I received a call from ******* ********* stating that they have talked to *********************. ******* informed me that ************** states that he had followed up with me stating that the vehicle was not sold as a CPO vehicle. I had filed a formal complaint with *******.Since the time of the complaint was made no one from Hyundai of Cumming has attempted to resolve the issue.At this point the purchase of our vehicle was based on a fraudulent sale made by Hyundai of Cumming. The resolution to the problem would for Hyundai of Cumming to Certify said vehicle.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/19/23 I had a thumping noise in my New Hyundia ****** with **** miles on it. I drove to the dealership and the tire blew out before I arrived at the dealership. Nobody at the dealership was able to say the tire was defective so I paid $ ****** for a new tire, a not was made on the R/O # ******* that they would save the tire and have a KUMHO tire rep. look at the tire, as yet I have not heard from anybody. I went on the website for ******* of Cumming , ******* of ***, and ********** of *** and filed a complaint about this and have not from any of them.

  Business response

  05/19/2023

   

  *******, I am sorry for the inconvenience and bad luck of having a blown tire.  These things happen more often than most think.  Especially with the debris on the county and state roads.  New tires do not just blow out and or go flat.  For that to happen to a tire the tire would have to be seriously dry rotted.  We offer every customer Tire and Wheel protections to every customer.  It sounds like you declined that coverage. Again, I am very sorry for you getting a flat tire.  I imagine that is never fun.  The tire warranty would have the wheel blow apart on the side wall due to a manufactured defect.  This tire did not have that characteristic.  Remember, neither Hyundai  nor Hyundai of Cumming warranty the tires.  The warranty holder on the tires are the manufacture of the tires. Usually a 12months/12,000 mile warranty against manufactured defects.  The Tire and Wheel protection that is very popular would have covered this loss for you and so much more as your ownership continues.  But-If you would like to pursue the tire situation further that inquiry needs to be submitted to the manufacturer of the time.  You have documentation in your owners book packet explaining all the details.  I'm sorry about the confusion.  I wish we could help further.  Offerring  the additional protection is our responsibilities to help our customers havce these problems easily covered typically without questions.  Hyundai of Cumming has no further response.  

  Customer response

  05/20/2023

  AT the time of repair the dealership service department claimed they would save the tire and have a factory rep check it out.

  As of today that has not happened and I have not been able to get a response to the warranty on the tire.

  See attached R/O 6068862

   

  Business response

  06/13/2023

   As I did replied on 5/18/2023.  There is no warranty from the manufacturer of tires that cover a blow out caused by running over something in the road.  There was no evidence or history of that tire blowing out by a manufactured defect.  This is why each customer is offered tire and wheel protection at the point of sale.  Most people realize the value of this product as it relates to our roads in *******.  Almost every wheel will curb rash and most people will experience a blow out.  The only warranty the manufacturer provides is against a manufactured defect. There was no evidence before or after the sale indicating such a defect.  30 years in the business, I haven't seen one tire manufactured improperly. Again, this customer was offered protection against blowouts of this nature as well as wheel coverage and declined the insurance.  This is my second reply.    

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2017 Hyundai Sonata 7 months ago. I am the second owner. The car had a clean CarFax. Within two months of owning the car, we took the car in for service to Hyundai of Cumming. It was at this point that they discovered the car was consuming a lot of oil. They recommended an oil consumption test. We spent the next couple of months performing the oil consumption test where you show up every **** miles and then check the oil level. We were low every time by a large amount. We kept asking about the concerns about engine failure as we were aware at that point about the Hyundai Class Action engine failure lawsuit. I was assured that going though the oil consumption test was the proper way to move forward, even though the check engine light and oil light would come on, Hyundai did not do a diagnostic test while we were performing the oil consumption test. Once we finalized the oil consumption test, Hyundai almost immediately denied our claim for a new engine, even though the car needed 3-4 quarts of oil every **** miles. We went through the whole process with a case number and got continued denials. They said they couldnt replace the engine until the engine failed. The car was purchased for my daughter for college. We were extremely concerned for her safely at this point. After another **** miles, the engine seized up on my daughter while she was driving. Thankfully she was not hurt. We immediately had it towed to Hyundai of Cumming. It took 3-4 days before I could get any kind of answers from the dealership on an update. They ran a diagnostic, and it was indeed an engine failure. Now, Hyundai says they will not cover the engine replacement. We have a car that needs a new engine. My daughter goes to college in a couple of months. We have a loan note on the car and Hyundai isnt honoring their commitment to us to repair the car. We did everything we were asked to do throughout this process, and now we have a failed engine. Hyundai needs to help us.

  Business response

  03/16/2023

  This customer's complaint is with ********************** of *******.  Hyundai of ******* denied the claim.  Hyundai of Cumming provides the information of the consumption test and Hyundai of ******* makes the decision if the results match the  warranty requirements.  We have explained this to the customer numerous times and provided exactly how to follow up and discuss this with HMA.  Thank you.

  Customer response

  03/16/2023

   
  Complaint: 19556548
  
  I am rejecting this response because:

  I just got off the phone with Hyundai Consumer Affairs at Hyundai Corporate. They state that the decision is final based off of the information that Hyundai of Cumming provided. My extended warranty company currently is denying the claim because they state that Hyundai is responsible. When I first came to Hyundai of Cumming for service, they  recommended doing the oil consumption test. They were emphatic that while going through the oil consumption test process that I was to NEVER add oil to my car. Even if the engine and check engine lights came on which happened over the course of the **** mile ***** Each time I went in after **** miles, they had to add 3-4 quarts of oil. When I first came to Hyundai of Cumming, there was plenty of time and opportunity to diagnose a possible engine failure problem. I asked every time whether we should do a diagnostic or investigate further. They said no. Instead, they instructed me to run the car even with low oil levels during this process, in order to submit for a new engine from Hyundai corporate after the oil consumption test was complete. Now I have a blown engine and no one wants to accept responsibility or take care of the repair. I reject what Hyundai of Cumming and Hyundai Corporate are doing. I trusted Hyundai of Cumming representatives to take care of me through the process. I trusted that what they were telling me was with honesty and integrity. I was wrong. They tell me to contact Hyundai corporate. When I do, I am met with indifference and statements like, the decision is final. Its a big game to Hyundai. Look at the news. They are in so much turmoil, they dont care to take care of someone who has followed the process and trusted Hyundai employees. 

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

  Business response

  03/28/2023

  This customer must have realized their complaint is with Hyundai of *******.  The BBB should also recognize the simple fact the possible warranty coverage is offered by Hyundai of ******* and Hyundai of ******* declined the repair because the vehicle was over on years and mileage, therefore not covered.  We informed the customer to continue his effort to get assistance from Hyundai of ******* consumer affairs. AS for Hyundai of Cumming, we handled the prior approval process per Hyundai of ******** process.  I'm sorry, we are in the middle of this dispute.  The complaint is between the consumer and Hyundai of *******. 

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband and I purchased a 2022 ******* from Hyundai of Cumming, and at first, the service was great until they faulted on an IUO which is a promise to fix or make repairs on something defective prior to purchasing the vehicle. The windshield was cracked and we were promised by an IOU that our windshield repairs will be reimbursed. Long story short the windshield could not be repaired Safelite tried 3 times on 3 different days to make the repair so we had to get a new windshield that cost $2,568 which we had to pay out of pocket. Now they are saying they will not pay for the windshield replacement because Safelite charged us too much. Isn't that what car dealerships do upcharge and how is that my fault because they upcharge their customer? I traveled from ******* to Georgia to purchase this vehicle a 4 1/2 hour drive put an extra $15,000 down on this vehicle to get my payment comfortable for me. I can never get anyone to call me back or make good on their promise. This was a certified used vehicle that was supposed to have passed inspection. Not only to add salt to the wound the salesperson texted me to show me that my windshield could have been repaired by showing me photos of someone else vehicle and how is this my problem. Then they bad-mouth Safelite and said they rip people off that's still not my problem. I just want what's owed to me without having to take them to court over $2,337. The General manager *********************** won't even acknowledge there is an issue the only communication was through the salesperson. I would like them to honor the part of the deal which I have in writing from the dealership.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my car towed to Hyundai of Cummings due to my engine going out in the vehicle while I was in route to work. After dropping the vehicle off they advised the engine went out on the car due to the recall not being fixed on the vehicle. The recall was in regards to the following recall is attributed to a production flaw that could lead to premature wear in connecting rod bearings. If the rods wear, it could result in an abnormal knocking sound from the engine and an oil pressure warning light. I advised that a notice was never received since having the vehicle advising me of the recall to have it fixed prior to the engine going out. The engine was replaced last year 08/02/2021 and went out less than a year later. A claim was filed with Hyundai for the engine to be covered and replaced due to it going out due to recall it has been denied twice. Here are both claims numbers ****** and ****** provided by Hyundai of Cummings. Car is currently at Hyundai of Cummings I am wanting to dispute the claim denied for the reason that the issues with the engine are directly related to the issue when car was made.

  Business response

  07/30/2022

  Customer's vehicle arrived around 6/6/22. We have to do a process called submitting a PA (Prior Approval) to Hyundai Corporate for them to approve any transmission or engine replacement under warranty. We did not make this decision in store. Anyways, we did the first PA on 6/10/22. Hyundai Declined 6/10/22 because customer did not have 953 campaign performed on vehicle prior to engine replacement, which was part of the class action lawsuit relating to bearing failure in the engine. We started a second PA on 7/5/22, advising that customer had a consumer affairs case (Case # ********) and we were told to resubmit. Hyundai PA center requested VIN ID tag off engine to confirm original engine being in vehicle. We submitted this information, and Hyundai responded saying the PA has been declined because there is no warranty coverage for this concern because engine currently installed in vehicle is not the ** engine. We advised customer that this was not our decision, this was Hyundai PA centers decision (Hyundai Corporate). At some point in time, customer has replaced the original engine in this vehicle, and is not qualified for coverage from Hyundai Corporate. Attached are both PA's sent over to Hyundai Corporate. 

   

  Thank you.

  Customer response

  07/30/2022

   
  Complaint: 17643736
  
  I am rejecting this response because: Im just now seeing this when we discussed Verbally
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On April 1, 2022 - I went into the dealership to look at new cars and buying a new Santa Fe with ***** (sales person). We went through the normal process and signed the paper work for them to look at financing for the purchase. I told ***** it appeared they had pulled 5 hard inquiries under all the credit bureaus. I ask for the form i signed to approve that. The Finance Manager or whoever handles the financing. Came out and said I signed the form to pull credit reports, but they were only soft inquiries. Would not provide me a copy.. I said in front of the sales person, my spouse and Finance person, ***** you heard him say it... needless to say they where all HARD INQUIRES as I could see. i tried to dispute the hard inquiry and it came back and said no it was hard and correct. They lied to my face and if you watch your credit report like I do... It affected my credit and lowered my score. Be aware of the paperwork you sign and this dealership mislead me. Just ask ***** as he heard it from the Finance guy. I think ***** is honest and will back up my statement,

  Business response

  05/09/2022

  *************************** signed a credit application authorizing Hyundai of Cumming and our contracted lenders to check his credit report and submit the application to the lenders for the purpose of issuing a loan.  Some transactions requires request and inquiries from different lenders in an attempt to find a bank willing to issue a loan per the customer's request or terms eventually accepted by the customer,  regarding amount financed, term, interest rates and sometimes other bank requirements.  Most banks communicate  via mail an adverse action or words and phrases that describe the action taken on the application.

   

  Kind regards,

   

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

  General Manager

  Hyundai of Cumming

  Genesis of Cumming

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

  Customer response

  05/09/2022

   
  Complaint: 17133000
  
  I am rejecting this response because: you all told me they were soft inquirys and not hard. Again ask ***** as he heard you tell me and my spouse they where soft inquirys and would fall off within 2 weeks. Please ask the salesperson ***** as he heard what you told me! Which was very inaccurate and when I ask for a copy of paperwork you would not supply me a copy! If I was not told by the finance person in front of two people it would be different. They were not soft as you told us!!!
  
  Sincerely,
  
  ***************************

  Business response

  05/17/2022

  A hard inquiry generally occurs when you apply to a lender for credit like purchasing a car, mortgage, or credit card.  This is authorized by you signing a credit application.  A hard inquiry could lower a credit score by a few points per inquiry, but usually disappears even before the inquiry drops of your credit report.  A soft inquiry would be when you check your credit, or a company checks your credit as part of a backup check in deciding which lender would be the best opportunity to approve the variable amount you chose to request for a loan.  The realistic reason your credit score dropped is a combination of your credit score, the amount you requested to borrow in relation to the amount a bank is willing to loan, or the number of banks inquired to find a bank to approve your loan because of the amount you requested to borrow, and the actual loan granted.  The terms requested and your credit score could cause applying to a few different banks to find a bank willing to accept your credit request.  But the loan itself could also lower your credit score.  Acquiring additional debt and the measure of credit utilization rate, in addition to high balances, new credit, debt to income ratio, or multiple accounts can indicate a higher risk of default which can also lower your credit score.  FICO looks at multiple indicators.

   

  If your credit score dropped from this purchase, the inquiry part disappears quickly and paying the loan on time will increase your score assuming all of your other credit and debt remains in good standing.

  Customer response

  05/17/2022

   
  Complaint: 17133000
  
  I am rejecting this response because: again the person in your finance area that was working this deal told me in front Of your sales person ***** and my spouse these were soft inquiries! The issue is even greater. The finance person submitted to all the lending companys the same thing twice. Please see the attached from equifax that shows that for Hyundai of Cumming you submitted it twice. The finance person came out and told me, my spouse and your sales person - ***** they were all soft inquiries and would fall off. It does not appear you are truly understanding your finance person told me in front of two other people they were all soft inquiries! Please ask ***** if you need proof. I am attaching two letters that shows you all inquired twice on the same thing but then I am told by the other lenders that they received it twice as well from you all! I can add those letters if I need too. The two attached should show you! But the main issue is whoever was working this in your finance area told me to my face they were all soft. And now I have 10 hard inquiries from my visit to Hyundai of Cumming. That are hard inquiries causing my credit score to drop 26 points! 

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

  Business response

  05/23/2022

  **************** is requesting an explanation.  I've responded in detail twice.  Every Business Manager in the dealership knows when a sales manager or business manager has authorization to view ******************** credit report that is called by some, a "soft pull". ******************** signed credit application authorized "hard pulls and soft pulls".    ******************** request for an approval requiring an inquiry from a few banks, or a "Hard Pull".  This process would sometimes require another review from us which could mean another "soft pull", or two.  I am sure the conversation my Business Managers had with **************** matches exactly what actions were taken and an explanation. My sales managers and business managers have confirmed.   The signed application authorizes us to assist **************** with our lenders a fair loan between the lender and ****************.   

   

  It also seems **************** is concerned about "hard pulls" effecting his credit score.  A "hard pull" could or could not affect one's credit score depending on multiple factors.  Effect of a "hard pull" is short lived and **************** likely has had very little or no effect on his credit score depending on his credit history, and other personal variables, like debt to income, or negative equity.

   

  As I have described...

  **************** filled out and signed an application asking for us to obtain a loan from a lender.  This process included a "soft pull" from sales manage and a business manager.  Mr.  ******** profile and or the amount he was requesting to borrow required inquiries for a few banks to obtain the loan Mr.  ****** requested.  Mr.  ****** was/is aware regarding the challenges to obtain approval.  Sales managers and finance managers discussed these challenges throughout the process.  

   

  Hyundai of Cumming did nothing to cause any damage to **************** or his credit score.   ******************** inquiry was his request to buy a vehicle. We have an outside firm audit all our deals quarterly for compliance and our documentation is impeccable. We follow the rules.  We also have no idea what paperwork **************** says he requested and didn't receive.  We searched his deal and there is no paper work filed or scanned that should have been given to the customer.

   

  We care about all our transactions and customers.  We treat each customer with respect, integrity and remain ethically intact.  I hope my third explanation helps Mr.  ******, realize we did nothing wrong.  There is no deception.  No misrepresentation and no legality issues.  I am not aware of any other request from **************** than full disclosure.  

   

  We hope to have answered ******************** questions and responded to his questions with clarity and definition.  I am not aware of any other concern regarding this matter.

   

  Customer response

  05/23/2022

   
  Complaint: 17133000
  
  I am rejecting this response because:

  I am attaching the two letters from Equifax where Hyundai of Cumming pulled the same inquiry from that credit bureau twice on same day!! And I ask for a copy of the form I signed that said you all could pull and have others pull 2 inquiries for each bank/lender. 

  The letters are being attached again to show you the example from Equifax!! Where you all sent the same inquiry twice and you also done this for 5 different lenders. they have told me you all sent it to them twice and they pulled twice because you sent it to them twice. I called each of them to inquire,

  Why do you keep ignoring my comment about the conversation with the finance person, ***** (sales person), ********************* (my spouse) and myself. where he told me to my face all of them where soft and not hard inquiry's? He said they would drop within 2 weeks and not stay on my report for 2 years!

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

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Ordered a $25, was on back order. Received a phone call saying my part had arrived. Went to the dealership and they could not find said part nor could they find the order. Wont give me a refund without original receipt. Disappointed with there customer service. Will not be ordering parts from this dealership again and will not be recommending this dealership to friends or family members of this community.

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 2021 my 2018 sonatas engine died. I had it towed to Hyundai Cumming. After 7 weeks the service rep ***** called and very coldly said they declined to cover the engine. He gave no information about what was wrong except it needs a new engine. *** car has 97k miles. *** next day I started getting calls from a salesman there who wanted to help me get a new car. I contacted corporate and they gave me a case number and said they would reevaluate. That was also declined because they said the engine did not fail from what was covered by the class action lawsuit. *** engine was burning oil rapidly. *** engine is faulty if it is burning oil like that.

  Business response

  02/16/2022

  Attached is the response from Hyundai of *******.  This warranty was declined by Hyundai of *******, Not Hyundai of Cumming.  The copy is difficult to read.  I can mail an enhanced photo of the Hyundai of America response, but not the entire form.  I will copy the comment for the Bureau and *******************************.  

   

  Hyundai of America final conclusion-

   

  ************************* Hyundai of Cumming Service Manager to Hyundai-Engine needs to be replacement.  The vehicle runs on 2 sometimes 3 cylinders.  Compression is low on multiple cylinders passed bearings-test bearings are ok , no-knock present.  Loss of compression is due to burnt valves and rings.  Car has never been serviced at a Hyundai dealer.

   

  Hyundai response-There is no warranty coverage for this concern.  This customer is not eligible for the warranty extension due to the engine failure being unrelated to the connecting rod bearings.  HMA will not be offering any assistance towards the repair due to the time and mileage out of warranty.  Are there any questions before this request is closed?

   

  *************************-Thank you.

   

  Hyundai of America-This prior approval request was reviewed and based on the information provided HMA is declining assistance due to the failure being out of warranty caused by the time in service and mileage of the vehicle. 

   

  As with all manufacture warranty's, the warranty is between the customer and ********************** ****** of ************** Hyundai of Cumming always sides with the customer because ********************** will pay us for the job, and we can service another customer.  We have zero reason to not want to repair this vehicle.

*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. ↩