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:09/16/2024

  Type:Service or Repair Issues
  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.

  Our 2021 Hyundai broke down on 8/26 and we had to have it towed to Kerry Hyundai in ********. We were told they cannot even look at it until 9/30. That is 5 weeks! They will not give us a loaner car. This car is still under warranty and Hyundais are known to have catastrophic engine failure. We are being forced to rent a car at our expense on top of the tow charge. They said we might get a loaner after it is looked at. We are not the only customers with this issue. Kerry Hyundai needs to be investigated for such terrible customer service. They are selling cars that they can’t service.

  Business Response

  Date: 09/17/2024

  In regards to your feedback, we are booked out for diagnostic work with loaners for 5 weeks you are correct, we are booked up because of the Hyundai Motor America recalls and have a few technicians out for various reasons so we are doing the best we can to accommodate all our customers.  We can and will try and work you in quicker, we will do our best to work it in and get it looked at this week or next, but you did not leave the car here for us to do that. You should not be out anything for a tow as you have complimentary roadside assistance that covers towing for 5 years unlimited miles so as long as you contacted roadside assistance for the tow they will bill Hyundai Motor America for that, if you did not do that then yes you would be responsible for any towing charges as you did not follow your warranty and roadside assistance process correctly.  Once we diagnose the vehicle and figure out what repair is needed Hyundai motor America will provider  loaner form us or a 3rd party. We do appreciate your business and we are actively trying to recruit and hire addition technicians to help accommodate our consumers.  Our goal is to get everyone in and out as timely as possible.

  Business Response

  Date: 09/26/2024

  We have been working on the vehicle and communicating with the customer, we have determined the repair process and provided a loaner.

  Customer Answer

  Date: 09/27/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is now satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** ********
  

• Initial Complaint

  Date:02/23/2024

  Type:Sales and Advertising 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, January 16, 2024, I took my mother to pick up her new ******* ******. I had made the arrangements via text with Bill ******. All information was taken straight from their website and I sent the snapshot to Bill to confirm the price of $30,585. In addition, she received a ** discount of $500.
  
  We arrived during a snowstorm on Friday evening and Bill had the car in the showroom ready to go. When w went to sign the papers, the total was well over $35,000. I asked what the extra charges were. Bill kept explaining them away stating that this was for the warranty. I was confused, I asked several times, but he kept explaining them away. Mom signed the papers.
  
  That night I couldn’t sleep as I was thinking about that extra charge. I texted Bill the next day and he said that the $2495 was added as an interior/exterior warranty. I asked that they cancel the warranty. He said that is something that was applied to the car and could not be refunded. The thing is, he had applied this BEFORE we even arrived on site. I was never asked if I wanted this product added to the car. In fact, all other additional warranties were declined.
  
  He went on to say that they add this to ALL new vehicles. This was not part of the price breakdown provided online. Kerry says they have “Transparent Pricing”. This is totally false. How many other people have had to pay for this product that is placed on the car without permission. I am wondering if this is even legal.
  
  I have emailed Kerry with no response. I have left a voice message for Kerry with no response.
  
  I just want my mother to be reimbursed for the product that was deviously placed on the car. In addition, if this is indeed the practice of Kerry Hyundai, it should be stopped. If it was just a terrible practice of the salesman to make an extra buck, he should have to reimburse the cost in my opinion.
  
  We have purchased 5 -6 cars from Kerry over the years. This will be the last if not rectified.

  Business Response

  Date: 03/01/2024

  To whom it concerns, this consumer is a family member of the consumer that purchased a vehicle from us, I think there was some miscommunication, but we talked to both today and have resolved the issue, we are refunding a portion of the product charge to ensure customer satisfaction. Thanks

• Initial Complaint

  Date:01/30/2024

  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.

  Kerry Hyundai, Florence, KY cannot schedule me until the END OF MARCH for a diagnostic resolution to the blown motor in my **** *******. They sold me a defective car of which there was a class action lawsuit and now they cannot get me in for TWO MONTHS. That is criminal to say the very least.

  Business Response

  Date: 02/01/2024

  We are sorry and understand your frustration, you have to understand we have a full schedule and we are doing our best to accommodate all our customers.  There is a process to determine if your issue falls under the recall guidelines of the engine recall.  You currently do not bring your vehicle here for maintenance and it was just at ********* instant oil change, and now you have an engine issue, we will need to diagnose the vehicle, we are scheduling 2 months out as we are booked, but we can try and fit you in sooner if the vehicle is here.  Or you are more than welcome to try our other store in Alexandria which I know you have done business with as well. Thanks

  Customer Answer

  Date: 02/01/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* ********
  

  Customer Answer

  Date: 02/01/2024

  No, I do not bring my vehicle to Kerry due to the fact that they are months out on all services.  The reason I had to go to Alexandria (out of my way) to fix one of the many recalls.  Kerry also failed to repair my AC (I had the car there three different times) while under warranty, however, ***** Garage had it repaired in no time to the tune of $500.00.  Yes, I have my oil changed at ********* regularly which has zero impact on a blown motor.  The engine has failed due to faulty workmanship of the manufactor which ultimately brought about a class action lawsuit which resulted in the extended warranty that I am six miles over.  How convenient and typical for Hyundai to try and place blame at ********* for their faulty engine.  I asked to bring my vehicle in sooner, however, I was told that I could only drop the vehicle off one day prior to the scheduled service.  Now I can drop it off earlier?  Which is it?

  Business Response

  Date: 02/01/2024

  Normally we do not want dropped off until the appointment, but the only way I can try and work you in is if the vehicle is here, I am trying to help you not place blame or be combative. I need you to be reasonable and understanding as to the situation as well or we will never get anything accomplished. 

• Initial Complaint

  Date:05/25/2023

  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 purchased My **** ******* ***** ** on July 31. According to my sales person and Hyundai Motor Company I have a ten year 100,000 mile power train warranty and a five year 60,000 mile bumper to bumper warranty. When I went to Kerry Hyundai for an oil change In March I told them that my driver seat was starting to fray and had a hole in it. This is the front of the back of the front seat. They set me up for an appointment on Thursday, May 25. i went in today and they looked at it and said that it's normal wear. No kidding. I only have 30,000 miles on the car, and it shouldn't be falling apart so soon. I told the man that my warranty is bumper to bumper. He told me that they changed the rules (*** **********) three weeks ago. I said that I told Eric (service Manager) about the hole in the seat back in March. PLEASE HELP

  Business Response

  Date: 05/30/2023

  The customer admitted that every time he gets in and out of
  the vehicle, he rubs up against the seat back.  Hyundai released a *** ************ in regards to doing an inspection for warranty seat cover
  repair.  In the *** it gives examples and one example it states that wear
  on stitching or piping from friction is not a warrantable issue.  If we
  submitted this, Hyundai would not cover the issue, as it is wear and tear by the consumer.  I explained all of
  this to the customer and even put it in his notes. We can and will offer the customer a discount on a new seat cover if they choose to purchase one and have it installed by us.
  
  See the attachments.
  

  Customer Answer

  Date: 05/30/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* **********
  

  Customer Answer

  Date: 06/05/2023

  The service manager now says that I said that I rub up against the seat when I get into the car.  Well hello, how can I get into the car without touching the seat? The angels can't lift me up and put me in the seat.  That is the most ridiculous thing that I have ever heard.  EVERYBODY touches the seat when they get in.  I have been driving for over fifty years and have never caused a hole in my seat.  I believe Kerry Hyundai just doesn't want to repair it, and it is poor quality material. When I showed Eric (service mgr.) the hole back in March and he said you have to call the main office to make an appointment, I knew something was fishy, otherwise he would have scheduled a repair. They wanted to wait until the rules were changed **** ***********.  What CROOKS they are.  

  Business Response

  Date: 06/12/2023

  I am sorry you feel this way, we are the dealer not the manufacturer, we have to abide by Hyundai motor America's warranty guidelines, the issue you have is with Hyundai Motor America, I suggest you open a case with Hyundai consumer affairs, the phone # and info is in your owners manual, If they are willing to do something to help you, you must initiate it through Hyundai Consumer affairs.  We are sorry you believe we waited , but nothing has changed Hyundai put out that *** to clarify what is covered and what is not.  There is thousands of these vehicles on the road with no seat wear, it is the way you have seat adjusted and how you get in and out of the vehicle.  Like I stated before, If you cant get anywhere with Hyundai we will offer a discount on a new seat cover and installation to help the situation.

  Customer Answer

  Date: 06/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* **********
  

  Customer Answer

  Date: 06/15/2023

  As I said before, I cannot get into the ***** ** without touching the seat.  It is impossible, I am not ***** *******. The reason Kerry changed their policy is because they have had so many complaints.  The material is faulty.  No car company is perfect.  Sometimes they have faulty material, admit it.  They give you a five year bumper to bumper warranty and then they want to renege on it.  Come on,  Most of us are hard working people with not a lot of money, and we have to fight these mega billionaire companies.  Shame on them, fix my seat cover.

    When I purchased my car, they said you have a five year bumper to bumper warranty, and oh by the way,  it doesn't cover your seat covers.  What crooks.

  Business Response

  Date: 06/15/2023

  Kerry did not change any policy, Hyundai Motor America is the car company and holds the warranty, your complaint is with them not us, I have stated before how we recommend you to get some help from Hyundai Motor America, or we will work with you on pricing to replace. Thanks

  Customer Answer

  Date: 06/15/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* **********
  

  Customer Answer

  Date: 06/16/2023

  As I said many times before. I cannot get into my car without touching the back of the front seat.  I believe Kerry Hyundai reneged on the warranty they sold with the car.  They tell everyone that they have a ten year power train warranty and five year BUMPER TO BUMPER.  Bot that is not true.  My front seat has a hole in it and the cloth is fraying .  The car is less than three years with only 31 thousand miles on it.  If they had any integrity at all they would fix it. Those of you considering buying a Hyundai beware of Kerry.  I've had three Hyundai cars,  I bought my first on there in 2006.  They were a good dealership then...not anymore.

  Business Response

  Date: 06/19/2023

  Kerry Hyundai is not the manufacturer, Hyundai Motor America holds and discloses the warranty not the dealer. Like I stated previously we recommend you contact Hyundai Motor America since you do not agree with there warranty. We have done what we can to accommodate you, even offered a discount an a non covered repair. Thanks

  Customer Answer

  Date: 06/19/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* **********
  

  Customer Answer

  Date: 06/19/2023

  I responded to Hyundai Motor Corporation and spoke to a lady by the name of ***** ******** she assigned me #ID ********.  I heard back from them on Friday, June 16.  They denied my claim but said that the dealership could replace the cover if they wanted to. I told them that I don think Kerry Hyundai has the compassion or the heart to do something like that.

  Business Response

  Date: 06/19/2023

  The cost to replace the seat cover is $916.94, I can do it at cost as a 1 time goodwill for $536.94, and then it looks like you have $25 in Kerry rewards on your account so net cost would be $511.94 plus sales tax.  If you want to proceed reach out to Joel our Hyundai service manager.  Again this would be a 1 time goodwill since you are a good customer. Thanks.

  Customer Answer

  Date: 06/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* **********
  

  Customer Answer

  Date: 06/20/2023

  I shouldn't have to pay over $500.00 for something that is under warranty.  One of the reasons I purchased a Hyundai was because of their five year 60,000 mile bumper to bumper warranty and ten year power train warranty.  Now they are trying to weasel out of fixing the seat cover.  I just can't believe that they are being so petty.  Very sad. Shame on Kerry Hyundai.

• Initial Complaint

  Date:03/28/2023

  Type:Product 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.

  Second complaint filed with BBB. Initial complaint filed about 3 weeks ago almost. Purchased a car from Kerry Hyundai and the car is under class action lawsuit for the exact issue going on with the car. Initial complaint due to dealership refusing to set up an appointment until august. It was o ky after filing the complaint that the general manager reached out and told me to bring the car Thursday. I brought the car and was told that it could take y til the end of the following week. I was told at the time I was dropping off the car, no loaner car is available right now but they would call when they got one.
  Fast forward it is now almost 3 weeks later and I reached out to the lot today to see what was going on with the car, and they haven’t even pulled it in to diagnose and see what’s wrong with it. I paid $200 for a diagnostic test to be done and they told me exactly what it was. They have no timeframes on when they will look at the car and no loaner cars available.
  Everyone that I speak with just has an “oh well” kind of attitude about it as if they are not interested in helping me. I understand it taking some time for them to get to it, but to what length?

  Business Response

  Date: 03/29/2023

  I do understand *** ********* issue, but we have taken every
  measure to ensure we are giving him the best experience to our ability. 
  We have moved him way up on the work-in list bypassing some people who have
  been waiting a month or more for diagnosis, and we have bumped him way ahead on
  the loaner list to number 3.  We move him past 14 others that have been
  waiting patiently for a loaner vehicle.
  
  I have spoken with *** ******* and he seems fine, but his
  significant other Ms. Thompson seems to be having the issue with our speed.

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair Issues
  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 purchased a 2022 Hyundai Santa Cruz and have owned the
  vehicle for 3 months. Last week, the car completely died when
  trying to back out of a parking space. My vehicle dialed blue link
  and I was advised that the car was having an issue with the
  transmission. After I made it home in the freezing cold and the
  vehicle was towed, I received an email from Hyundai that
  indicated there was an issue with my transmission. I logged into
  the Hyundai website and was advised that a transmission issue
  was detected with my vehicle and that my vehicle had an open
  recall on the transmission. I had to have the car
  towed to the closest Hyundai per Hyundai customer care which is
  Kerry Hyundai in Florence, KY. They may be able to work it in to
  have it looked at, but that could take 6-8 weeks. I am paying for a
  rental car out of pocket, my new vehicle has an open recall, and
  it's under warranty. I am disgusted that this has occurred, and I
  have to wait 3-5 business days to hear from a case manager with
  Hyundai. Ultimately I want my car fixed, it has 8k miles on it and is
  basically brand new. I have to make a car payment, pay for a
  rental, all for a car that I cannot use. I also need for Hyundai to
  take care of the cost of the car rental until my vehicle is fixed. I
  have rented a car from Kerry Toyota, right across the street from
  Kerry Hyundai, they are sister companies. I cannot afford a car
  rental for 6-8 weeks at 275.00 per week. That totals to 2200.00
  for 8 weeks, Something has to be done. Please help me. Kerry Hyundai of Florence has had my vehicle since 3/8/2023. I have paid out of pocket 275.00 for one week rental with Kerry Toyota of Florence. As of Wednesday, 3/15/2023, I will have to pay another 275.00.
  
  I have been in contact with Eric B via email from Kerry Hyundai of Florence, as of today, my vehicle is in a work in status and they will get to it when they can. I'm a single mom of 2 and have to have a functioning car.

  Business Response

  Date: 03/13/2023

  We will get your car to the top of the list and get it looked at this week, and try to get that part of your issue respolved.  Your complaint is more with Hyundai Motor America than Kerrry Hyundai.  All we can do is get your vehicle looked at and repaired in a timely manner.  I just spoke to my Hyundai service manager and we will get it to top of the list, I am sorry that your selling dealer, (NOT Kerry Hyundai), did not want to help you.

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *****
  

• Initial Complaint

  Date:01/06/2023

  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 took my car in for an oil change and was told by my mechanic that there was no oil in the engine! The mechanic went ahead and changed the oil. I checked to see if there was a recall on the engine which there is! I have smelled burning after driving my car and I discovered that this is due to this recall. There is also a recall on the smart junction box that needs to be fixed. After having the oil changed, I noted that the car is now leaking oil (since oil is now in there to leak out) and the burning smell is worse than ever!! I called to every dealership in the 45238 area and explained that I am scared to drive this car for fear it will blow up or catch fire! No one seemed to care and the soonest the dealerships could get me into have service was March??!!! They also told me that they would not have a loaner available I would have to check with corporate Hyundai. I contacted corporate Hyundai (case ********), and they were also unempathetic to the situation and refused to call any of the dealerships or confirm I could get a loaner while my engine was being replaced! So, I have a car under warranty that I cannot drive, and no one is willing to fix for over 2 months! This is unacceptable I want my fixed, meaning the junction box fixed, engine replaced, and the BSD calibrated. In addition, someone needs to tow this car to the dealership, and I want a loaner car to drive in the meantime since this is my only transportation, and I am a single parent. Also, for the inconvenience I want the car detailed at no charge.

  Business Response

  Date: 01/09/2023

  I contacted the consumer, the vehicle is not at our location, and the consumer currently does not live in our Primary Market Area, also they informed me they sent this complaint to every Hyundai dealership in area, as well as Hyundai Motor America.  We talked though the issue, and I am going to do what we can to make reasonable accommodations to try and resolve her issues. The consumer stated I was the only dealer to even reach out to offer assistance.  Thank you

  Customer Answer

  Date: 01/09/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. I am in their market area I understand that the dealers are the man in the middle for the consumer s and Hyundai. I’m rejecting this response because my issue remains. 
  
  
  Regards,
  
  
  
  **** ********
  

  Business Response

  Date: 01/12/2023

  I have called and emailed for more information and service records with no response from the consumer. I ask that this case be closed due to this is more of a complaint with Hyundai Motor America than with Kerry Hyundai.  We will do our best to accommodate the consumer.

  Customer Answer

  Date: 01/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. I am send over all service records today. I don’t know why you need them since it’s a warranty issue. 
  
  
  Regards,
  
  
  
  **** ********
  

  Business Response

  Date: 01/12/2023

  The warranty is null and void if proper maintence was not performed on the vehicle per Hyundai Motor America.  Like I stated in email there is no records we can find or Hyundai can find on regular maintence being performed on this vehicle. This is not going to be a quick process, parts availability is still an issue, and like we discussed we are backed up just like every Hyundai dealership.

  Customer Answer

  Date: 01/13/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. So it leaking oil and the warranty is just on me, nope uploading the documentation today
  
  
  Regards,
  
  
  
  **** ********
  

  Business Response

  Date: 01/31/2023

  The consumer has not provided or communicated the service records for us to even try and help the consumer, the vehicle has never been here. I please ask the case be closed. This was not a valid complaint against Kerry in the beginning.

• Initial Complaint

  Date:12/13/2022

  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.

  Purchasing a **** ******* ***** **** from a **** dealership. with less than 5k miles on it. The vehicle has an open recall. I called Hyundai to find out what do do and how this works. The lady that answered the phone, was rude and kept cutting me off. She spit out codes and some non sense that I didn't understand, and told me there is no remedy. She basically said that there is not a fix for it and the first thing out of her mouth is that she has no open appointments until April of 2023. I tried to book the appointment for April which she refused. I asked to speak to a manager, he refused to speak to me. I asked to have the managers name. She spoke so fast and over me, I asked her to spell the last name of the manager, she refused and kept yelling at me that I need to call corporate. I yelled back at her and she hung up on me. She couldn't even tell me if the car was safe to drive. She knew nothing. If this car blows up on me, and hyundai refused to fix it or even speak to me about an open recall, I will hire an attorney and sue. I want someone to contact me, to provide sufficient information on the recall and to advise me of what my next steps should be.

  Business Response

  Date: 12/15/2022

  I contacted the customer and explained that our off site appointment coordinator took the phone call, and we should have handled better, The customer got the info needed from our Alexandria store.  I apologized and offered to take care of her in the future.

• Initial Complaint

  Date:10/26/2022

  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.

  I have been dealing with an issue with Kerry Hyundai for months, and months. Basically to begin, I had issues with my engine burning oil at an extreme rate, I experienced these issues again and again, no visible leaks anywhere, and still burning oil. At that time Hyundai motor had extended the warranty to 120k miles, which I was under, around 112-115k. So they began an oil consumption test, after the first two steps they had deemed it was consuming oil at an extreme rate. They completed the last step to clean and seal the oil chamber, and stated that it had passed the oil consumption test and was no longer leaking any oil, within a a short period of time after, my car was exhibiting signs again of burning oil, with oil light coming on, needed to put oil in it often, and finally my car had misfired and had to take it to an independent auto mechanic due to inability to get in to Kerry in a timely manner, to find out that I had oil leaking into my spark plugs and that they were completely covered in oil, I had all the spark plugs replaced, and then had a sensor fail alongside of that. Finally got into Kerry to argue that the original oil consumption test was incorrect. So by this time I had passed the 120k miles and was told that hyundai reverted back to 100k miles warranty, and wouldn't cover it. Finally after contacting consumer affairs, Kerry Hyundai stated they would do Goodwill assurance, so I had to have another oil consumption test, which this time failed. Meaning my car was burning oil at a extreme rate. But they would only cover 75% of my engine replacement leaving me with $1k plus dollars to pay, which they should've covered completely. After engine replacement, my car shut down completely on the highway, and had to get towed, to find out there was a ground wire loose, that caused a short. Now my car is back with a transmission sensor problem, in which they state my transmission needs replaced, 3300 plus tax, I believe the short caused the sensor failure.

  Business Response

  Date: 10/31/2022

  In regard to the oil consumption test, Hyundai has changed the procedures several times regarding the process of the tests, we have to follow the Technical service bulletins Hyundai provides or they will not cover the repairs or diagnostics.  They did agree to cover 75% of the cost.  In regards to the ground wire that was to the alternator, and would have no Bering on the transmission in any way.  Unfortunately, when you replace an engine it can highlight a week or failing transmission, and that is what happened in this case. There is no transmission sensor issue, the sensor is showing the transmission has an internal failure. Nothing would cause that but wear and age. I will have my service manager reach out to the consumer and offer a parts and labor discount to try and resolve the issue.  Thanks.

  Business Response

  Date: 11/03/2022

  In that case you would need to contact Hyundai consumer affairs, (**************) the issue you have is with Hyundai Motor America, not Kerry Hyundai.  We follow Hyundai Motor America instruction and processes when it comes to warranty and recalls

  Customer Answer

  Date: 11/03/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I have, Hyundai both Kerry and Hyundai motors is a joke. Will never refer or recommend you all. My issue is your neglecting that is with Kerry Hyundai.

  
  
  Regards,
  
  
  
  ****** ******