ComplaintsforEdwards Hyundai of Council Bluffs

• Initial Complaint

  04/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  When I purchased a car from them, they only had one set of keys and they promised me that they would get me another set every time I called. It’s on back order. It’s on backorder. It’s on back order. I still have not received them.

  Business response

  04/02/2024

  This issue has been received and has been forwarded to the General Manager for Edwards Hyundai.

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an extra package for oil changes and tire rotations when purchased my car in 2017 and my warranty expired in November of 2023! I spoke with them to make sure my oil changes and tire rotations would still be valid since I have not used them due to the very low miles I have put on over the years and was told they will still be good and I had four left! I tried to set up the oil change and tire rotation yesterday to be told they could not find it in system,transferred me 8 times to be told different story each time! AT end said Sorry but the package you paid for expired the day your warranty expired! I paid for this package but now can't use it and only have 37,000 miles on my car to date! Stealing from what I already paid for is beyond immoral!!!!!!

  Business response

  03/18/2024

  This issue has been forwarded to the General Manager for Edwards Hyundai.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In 8/21 I bought a van from them. They did not have any of either front tires lug nuts tightened. It had no back break lights. I bought a warranty and did not want them to do the work when repairs were needed. They have advised 3x they released it so I wouldn't have to go back there and could go to any Honda dealership. They have not done this, and they continue to cause me issues by not wanting to release the vehicle to another dealership. I have to call them each and every time and when I do, I get the run around, oh we will get to it when we can. I called today 1/26/24 and asked them again and was advised that they again could not help me as they have 1 team member who can release the vehicle and they are out on vacation. The GM advised me the call was over because he didn't like me saying that this is poor customer service and that it is unfair, they will not release my vehicle warranty. I do not feel comfortable when them doing the work as they let me leave with an unsafe vehicle when I bought it. I just want my warranty contract released. I did call warranty comp myself and was told that ANY manager there could release it as I have requested and still am. PLEASE HELP!

  Business response

  02/09/2024

  This issue will be forwarded to the General Service Manager for Edwards Hyundai.

  Customer response

  02/09/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  There’s no results. Just forwarding me on to someone else. I want my warranty contract fully released. 
  Sincerely,
  ***** *****

  Customer response

  02/20/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  This is still not resolved. How many times do they forward it to a manager with no response or action taken. 
  
  Sincerely,
  
  ***** *****

  Business response

  03/28/2024

  The General Service Manager for Edwards Auto Group was able to review this issue and has decided that If the customer doesn’t want to take it back to Hyundai, we can take it to another store of ours. There will not be a release of warranty to another shop when we have 5 other locations that can look and diagnose the vehicle. We can set up an appointment for the customer at another one of our locations for a second opinion.

  Customer response

  03/28/2024

   
  Complaint* ********
  
  I am rejecting this response because:

  I sent long message on other submission. 

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

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Re: Extended warranty / white paint / 2017 Hyundai Santa Fe. We'd begun working with Edward's Hyundai on a separate issue for excessive oil consumption when we pointed out that the paint had bubbled, creating rust spots along the roof (October 2022). We were told by a service representative that the warranty manager told him the spots on the roof weren’t covered. Our vehicle had to be brought in every 1000 miles for oil consumption tests. We dropped it off for a test (April 2023) and noticed when we picked it up that paint peeled on the hood; which happened while Edward’s was in the possession of the vehicle. We emailed pictures. The service representative replied, "I forwarded this photo to our warranty administrator. He has informed me that we could definitely get the hood covered, however he also reiterated that Hyundai will not participate in covering the rust spots on the roof.” We agreed to let Edward’s cover the cost of painting the hood and were told another appeal was submitted for the roof. Edward’s took possession of our vehicle again (July 2023) to replace the engine. We didn’t get notification until (September 2023) that the engine work was done. However, the paint work on the hood hadn’t been done. We also hadn’t heard whether the appeal for the paint on the roof was approved or denied. We asked that the paint work be completed before we picked up our vehicle. We got a call back in (October 2023) and were told the paint would be covered on the hood at 50% at a cost of $2,500 – and this didn’t include painting the roof. At this point, we were incensed, declined the paint work, and went to pick up our vehicle. When we arrived, the peeled paint on the hood was even worse than it was when we dropped it off in July. Prior to filing this complaint with the BBB, we’d emailed Edward’s GM, *** ******* about the paint issues. A couple of weeks have gone by since we sent the emails to *** ****** and we still haven’t receive a response.

  Business response

  10/31/2023

  This message will be forwarded to the General Manager of Edwards Hyundai.

  Business response

  12/04/2023

  This responds to the above referenced BBB complaint submitted with respect to Edwards Hyundai of Council Bluffs.
  The Logans owned a 2017 Hyundai Santa Fe and in September of 2022, they brought this vehicle to the Edwards Hyundai service department because it was using too much oil.  After several months of oil consumption testing, the vehicle was given to Edwards to replace the engine.
  A separate issue involved problems with the vehicle paint job on the hood and roof.   The Hyundai warranty coverage of the paint job was 6 years from the date of original purchase, which was July 25, 2016.  This is Hyundai’s paint warranty, not the dealers.  The paint warranty therefore expired on July 25, 2022.  Hyundai issued an extension of the paint warranty on December 22, 2022, but this extension did not apply to Logan’s warranty because it had already expired. Enclosed are documents pertaining to the warranty coverage and the repair order.
  Despite there being no coverage, Hyundai informed the dealership that it would make a “good will” offer to pay 50% of the cost to paint the hood, but not the roof.   The customer has thus far rejected that offer. Please understand that the warranty coverage decisions are made by Hyundai, not the dealership.
  The customer has the option of contacting Hyundai Consumer Affairs to ask for help with the paint warranty, and they should bring up that the warranty extension was too late for them to use. The dealership is also willing to assist in any way can with an appeal to Hyundai Consumer Affairs regarding its decision about the warranty coverage, including providing repair orders and photos to Hyundai. However, the customer must instigate that process.  The general manager has called the customers on a couple of occasions, but he has not reached them.
  The customer also states the condition of the paint was worse when they picked up the vehicle (after the engine was replaced).  However, the customer had been notified that, if the vehicle was washed, that could further affect the paint, but the customer chose to have it washed anyway.
  Finally, it should be mentioned that the $2500 cost quote to the customer includes the roof (at full price) as well as the hood (with 50% deducted as per Hyundai’s offer).  

  Customer response

  12/12/2023

  
  Complaint: ********
  
  We are rejecting this response because:  Refer to the updates in the "More Information" section provided on 12/6 disputing the dealership's account and 12/12 which provides more information provided by Hyundai Corporate Affairs.
  
  Sincerely,
  
  ***** *** **** *****

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, in March of 2020, I leased a 2021 Kona from Edwards Hyundai of Council Bluffs. They submitted a lease and it got rejected, and then submitted a different one WITH a FORGED signature. I have tried to resolve it with the Dealership and *** ******-General Manager said, "I can't make right what a rogue employee did". So I had submitted a claim to Hyundai and you will not do anything. By not helping whatsoever, you are condoning this kind of behavior. My case apparently got closed and I had received an email that was very misleading and I was patiently waiting on a response. I called and the rep was kind but not helpful because no one knew what was going on. This needs to be fixed and you need to hold dealerships responsible for this illegal act.

  Business response

  08/29/2023

  We have reached out to the customer and offered several solutions.

  Customer response

  09/06/2023

   
  Complaint: ********
  
  I am rejecting this response because: You refuse to sign any kind of contract to correct the forged contract itself. I trusted what an employee said and at any given time, you could also go back on what you said. 
  
  Sincerely,
  
  ******** ********

  Business response

  09/18/2023

  Again, we have reached out to the customer and offered several solutions. This is our final statement. 

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint Details 2 months ago we took out 2019 Outlander to Edwards Auto group in Council Bluffs, Iowa to get an oil change and our air conditioner repaired. We were told that we had to go to a Mitsubishi Dealership otherwise our warranty would not be honored. After the oil change was completed we were told that the air conditioner was slightly low on Freon and the dealership charged it and then charged us for a diagnostic and Freon charge. They charged me 264 dollars, should have only been 100 dollars with my warranty. WE left the dealership and half way home the air conditioner started blowing hot air again. I returned home and immediately called the dealership to let them know they did not fix the problem. I had to wait another 2 days before they had availability to bring it back. After spending all day looking at the vehicle they stated it was overcharged on Freon and we must have done that. I told them that it was ridiculous, we would not even know how to do that. We were also told that a valve where they hook up to charge the air conditioner was now broken and the part was on back order, could be 2 weeks before it came in. They had our car for 2 weeks and called us to pick the car and stated it was fixed. We picked it up and got half way home again and it started blowing hot again. I immediately call the dealership and told them that they did not fix the air conditioner. (Since dropping off the car the first time we had been stating to the service advisor that they should check the condenser because our home air conditioner had just gone out 2-3 weeks prior, it was blowing hot air and we had to replace the condenser. Edwards just kept stating they had to go with the cheapest fix first, I told them that was absurd, they needed to properly fix the vehicle. I brought the vehicle in for the fourth time and after evaluating the vehicle they stated it was the condenser that needed to be fixed and they had to order the part and we would just have to take the vehicle home until the part came in because they had no loner vehicles for us.. We picked up the vehicle a week later at night and Edwards stated it was fixed. We got up went to work then came home after work and my husband left to go to the gym and the car would not accelerate and the check engine light came. He thought it must be the serpentine belt had come off because this had happened before in a very old used car we had. Towed back to Edwards and could not get one until the next morning. Called Edwards repeatedly and finally at I get a call and they ask if I watched the video they sent. I told them I had no idea what they were talking about. They stated that we hit a curb and there was damage to the condenser bolt, the serpentine belt was gone and there was a nut inside the oil pan which was damaged we would have to pay 2000 dollars to fix the car I asked them were the video and pictures from the Tuesday they had stated the air conditioner was fixed and the car was ready to be picked up they stated they don’t do this. I said you must only due this when you severely damage someone’s car to try and cover up your incompentence. I had the vehicle towed to another repair shop who stated they are well aware of Edwards reputation of damaging customers vehicle then turning around and blaming the customer, the shop also never orders parts from them because they have no faith in the quality of their products. The new auto repair shop stated we absolutely did not get into any type of accident and that the 3500 in damage was from incompentanet faulty repairs by Edwards. The new repair shop, my insurance, and I have had no response from Edwards. They would never return my phone calls when my car was in there shop unless I called 5-6 times in one day asking for the service center manager.

  Business response

  08/25/2023

  We have reached out to the customer and are working to get this issue resolved.

  Business response

  09/29/2023

  Date Sent: 9/28/2023 3:39:13 PM
  
  On June 29, the customer brought their 2019 Outlander with 48,682 miles to the dealership service department. We performed an Evac and recharge only because the system was low on freon indicating a possible leak in the system. We charged it back up and added dye and returned the car to the customer.
  
  On June 30th the vehicle, now with 48,710 miles, came back due to the freon leaking from the A/C  line so we replaced the low side line under factory warranty. No charge to the customer at that time. 
  
  Then the vehicle came back again on July 17th and we found the A/C compressor had gone bad due to running low on freon when it had the leaks on the low side line from the 2nd visit.   So we ordered parts, under warranty, at no cost to the customer to repair the A/C compressor.  On July 25th the customer returned, now with 49,122 miles on the vehicle, and we replaced the compressor under warranty at no cost to the customer.
  
  On August 3rd the customer had the vehicle towed back in due to the drive-belt breaking. Upon inspection, we found the A/C compressor had been damaged causing the drive-belt issue.
  Because this was caused by some kind of impact, and not a product defect, the factory warranty will not cover the cost of repair.  The service tech made a video and took a photo to show the damage and sent these to the customer.
  
  The dealership has received no estimate or other report from another auto repair shop claiming faulty repairs by the Edwards Auto service department, or the cost of repair.  No replaced parts have been provided for inspection. The dealership has not ignored phone calls from the customer, and the general manager has intervened to work with the customer to try and resolve the problem, but the customer has stated she will never return to the dealership.
  
  The damage to the customer’s vehicle was not done by the dealership, so it will not agree to pay for something it did not cause.

  Customer response

  10/16/2023

  I will be submitting the statements of the mechanics at ******* ********* who repaired my vehicle after Edwards Hyundai caused 2440 in damages to my vehicle. ******* ********* called Edwards every day for 3 weeks asking for the Auto Shop Manager to come out to ******* and explain exactly how this was my fault, because the damage occurred do to Edwards negligence, they broke off a part that held the serpentine belt in place and did not secure multiple bolts. ***** **** also came out and denied paying for the damage because this was due to faulty repairs on Edwards part. Edwards still refuses to give me the name of their insurance company so I file a claim against them. 

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Edwards did an alignment on our vehicle on June 14,2023. On July 16 we were coming home and blew a tire. I changed the the blown tire with the donut and noticed the other tire was getting ready to blow down to the steal belt. Called Edwards to see if they could help us get home since we were sure it was a bad alignment, they said there was nothing they could do which I understood. We end up getting two used tires and getting the car home which was about 200 miles. Took it to the dealership next day at 9:15am we were told they would call with their findings. We never got a phone call so about 4pm we called they didn’t answer left a message never called back so we went down there. They hadn’t done anything with the car. Gave us a whole spill on how this was our fault that we had hit something we asked for the specs on the alignment they had done it wasn’t in spec when we told them that they wouldn’t say anything we explained if we hit something the front should have been effected too. Told them we could understand if we hit something and it was as only on that side but it was on both back tires. They were doing nothing to help us told us warranty wouldn’t cover anything because they would tell them it was due to impact. I bought the car 7 months ago in December they sent us out of the lot with a vehicle that needed serviced 3 weeks later and now this we just want them to own up to their mistake and make it right. I also tried calling to ontain a copy of the warranty and can’t get anyone to call me back.

  Business response

  07/28/2023

  This issue will be forwarded to the Service Manager and the General Manager of Edwards Hyundai.

  Customer response

  08/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: There has been no resolution to the issue. Nobody had reached out to make any of this right. 
  Sincerely,
  
  ****** ******

  Business response

  08/29/2023

  We have reached out to the customer, we believe there is physical damage to the car causing this issue that is outside of the repairs that were completed by the dealership.  

  Customer response

  08/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The dealership has never reached out to us. The physical damage that they are speaking of has not been fixed we replaced the tires and have had  a new alignment and have put miles on the vehicle and the tires are fine which would imply that the alignment was bad which caused the issues of the tires blowing and needing to get new tires and another alignment the place that fixed the damaged also implied it was a bad alignment and that what they were claiming was bent wasn’t bent otherwise they couldn’t align the vehicle properly the strut is out and does need replaced but was not the cause of the tires blowing out. All we want is the dealership to make it right we spent a lot of money buying the car outright we understand accidents happen and things get forgotten or not done proper we are just asking for the dealership to take responsibility for the mess up and make it right. 
  Sincerely,
  
  ****** ******

  Customer response

  09/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  You have not reached out to us. Your customer service is **** we will be  leaving  a **** review. * we will not be purchasing from your dealership ever again nor will we bring the vehicle back to you for any further service. Your dealership is the reason why people hate buying from crooked people like you. We read reviews and it seems this is your guys motive you guys run a shit business. 

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

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August 13, 2022 When the motor went out of my car I was told to bring it to the dealership. I told the guy that it wasn't running so he said to trailer it there so I had to pay someone $300 to haul it from Denison, IA to Co. Bluffs, IA. Later I found out I had roadside assistance so they should have come and got it. I told them I wanted to get reimbursed for it and I submitted the claim for that but they keep giving me the run around on it. New case #********. I submitted everything they asked me to and this has been going on for quite some time now. (The motor was under warranty but I was without my vehicle for over 3 months) I'm sure most people would have given up on it by now but its the principle of it....and $300 is nothing to a big company like that.

  Business response

  07/10/2023

  This issue will be forwarded to the General Manager.

  Business response

  07/20/2023

  The Customer had requested her tow bill be reimbursed under her Hyundai warranty, but had never received reimbursement from Hyundai.  It had been quite a while since the warranty request was filed, so the dealership followed up with Hyundai.  Hyundai initially indicated they had no record of the tow bill request, but it would investigate further. 
  
       On July 19, 2022 the Hyundai representative stated: 
  The (Hyundai) Region will be sending the customer a check to cover the tow that she paid for. Please allow 4-6 weeks for that to make its way to her.
  
  Therefore, we believe the matter should be resolved upon the customer’s receipt of the check from Hyundai.  

  Customer response

  10/31/2023

  Hi,

  
  

  I opened the attachment and the response from Edward's just says this has been forwarded to the GM.  I'm not seeing anything other than that.  Am I missing something?

  
  

  We are leaving for a Halloween celebration with relatives for the evening, but I will check for your reply tonight after we return home.

  
  

  Thank you,

  **** *****

• Initial Complaint

  06/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On the Date of 4/24/23 I filled out a cancellation request for the extended warranty i purchasd in2019 through Edwards Hyundai Auto group in council bluffs IA for the sum of $******** .the man in purchasing told me i would have a 4 to six week waiting period it has now been over 2 months. I spoke with purchasing again 6/23/23 he told me it has been processed .But that is not the fact because i spoke with the warranty company that Edwards goes through for this service and they told me my account was still valid this tells me nothing has been done by Edwards .my 2019 ****** was still under factory warranty when i traded it. i would like a response on when i will receive the refund i am legally entitled to .i don't have the knowledge to upload the documents but can provide them if needed Thank you Sincerely' Mr. Greg ****

  Business response

  07/03/2023

  This issue has been forwarded to the General Manager of Edwards Hyundai.

  Customer response

  07/03/2023

  
  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,
  
  Gregory ****

• Initial Complaint

  05/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received call from Edward's Hyundai about a seat belt cap recall. I made an appointment on May 8 2023 to have this fixed. I never thought I needed to inspect the work done. On May 9 2023 I was going to take an elderly lady to a Dr appointment, when she reached for the Seayt belt. It was not attached. I ended up calling ** **** for her. I call Edward's service department about this issue. I was told they would call me in the morning. I did not get a call. I called them early afternoon and the man I talked to said " I thought I called you yesterday and said you could bring it in anytime ". I said " you did not call me. I will be there on Friday". On May 11 2023 I received a call to do a job out of town 20 miles away. I would not be able to go to Hyundai on Friday so I went to Hyundai on Thursday. If I waited until Friday I would have had to drive 60 miles round trip. When I got to the service depth the guy I was working with said" I thought you were coming in on Friday ". I told him I got a call for a job out of town." A young man was called to come and fix the seat belt. He said" did she have an appointment? " The man I was was working with said no I didn't know she was coming in. He then ushered me in to the waiting area. It was there ***** ** and should not have made me feel like I did something wrong by bringing my car in a day early. After all, he initially said to bring it in anytime. It was super inconvenient for me and still cost me for ** **** and gas for two trips to Hyundai. Not happy with the service department.

  Business response

  05/12/2023

  This issue will be forwarded to the General Manager at Edwards Hyundai.

  Business response

  05/16/2023

  We are sorry to hear of this experience and have refunded Ms. ********* expenses incurred.

   

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