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:06/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  October 18,2024 my Hyundai Sante Fe broke down. It was towed to Tim Short Hyundai within the hour. They ******** told me I needed a new engine and there was a bulletin on the motors of my vehicle. I told them I had a warranty, and I need to know if I need to file a claim with them for a rental. I was told not to because if I did than Hyundai would try to deny my claim based on the fact the warranty would pay for it. For 2 months I called multiple times asking for updates on my vehicle. Each time they told me that they were waiting for Hyundai that they had submitted pictures and diagnostics on my car. I called off and on for updates for 5 months asking for updates and every time it was the same. They had filed the recall and they were waiting on Hyundai. On April 11, they called to ask for my service records. On Monday April 14 I took them my service records. They took me out of the rental I was in and put me in a loaner off the lot. They made me an hour and half late for work. While there I was informed that Jason was now over my account. I was told that they were still working with Hyundai. In May I had called for an update with my car and was told that Hyundai denied the recall. That I need to call and ask why they denied the recall. I called and spoke with a representative and was told it was because of the service records but also because they didn't submit any details on why I need a new motor. While on the phone with Hyundai I was told that the only records they had on my vehicle was what was submitted on April 10th of 2025. Jason informed me that they all disagreed with the denial, and they were going to resubmit my claim. Jason told me week later that they were looking at having a motor for me by the end of the week. Went in for a new tag and was told that was not true by ****** I was repeatedly instructed not to file a claim with my extended warranty. It lapsed on May 28. June 20 they called and told me Hyundai denied it flat out. 8 months they had my car.

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The beginning of the problem happened back in July 2024. First off I want to say that the people that work at this place are very nice people, but poorly managed. We brought a car bought recently from a different dealership. Our transmission had gears that went out. We had to get a transmission replaced. This took a month. We got it back and it went out again. Tim short said it needed another new one after checking it again. I was going to take it to another dealership because they said it would be the first week of November before it could get done (it was end of September), but they insisted that they could do the work at another garage and done within a week. So we let them transfer it to their secondary garage. A whole month went by and they hadn’t even started the work. Then they transferred it back to the dealership garage. Proceeded to tell me that there were other cars in front of me and the transmission was ordered. Two weeks ago they said the transmission came in and it would be done that week. The next week it was supposed to be done by Friday or at least this Monday or today 11/19 but it would only be a day of work. Now they are saying Thursday. They said it is because they are working on two cars at once, ours and another. Why isn’t ours being prioritized, is it because it’s under parts warranty and they want the “paying” costumers to have their work done first. If so that is so wrong. We’ve lost out on wages and everything over this. Have made 2 car payments since this. And Thursday isn’t even a for sure thing . Will probably get pushed out until past the holidays. If it’s not done this week we will seek legal action.

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2021 Hyundai Palisade, that was purchased new from them to their service department on 4/11/24 to have a new under body shield put on. After picking up the vehicle once finished I noticed a huge gap between the wheel well liner and the finder. I walked back in and ask what caused that and I was told it was due to putting on the new under body shield. (There was absolutely NO damage to that finder or the liner prior to me taking the vehicle on 4/11/24). So I asked the lady in the service department ********** if they can fix that gap by the wheel and her response was "NOOO there is nothing else we can do for you". My brother spoke with the general manager *** and he said for me to bring the vehicle back and they would make it right. I bring my car back and speak with the service manager who tells me they did not cause that damage to my vehicle and they will NOT fix it. My car had absolutely no damage to that wheel well liner or finder prior to arriving on 4/11/24. ******** acknowledged the damage was due to replacing the new under body shield. The last time I spoke to the Service manager on 6/11/24 I explained to him that the night before I was driving on the interstate and the new under body shield that they put on fell off on the roadway. So not only did they damage my car during the installation, they did not install it correctly. I was told by the service manager that they will be paying the previous claim of $500 and I have yet to receive anything as promised. They 100% damaged my car and refused to fix it. I even offered to pay for their mistake and was told to take it somewhere else. The under body shield that *** Short replaced was $500 and due to not installing it correctly I had to purchase another one from a different Hyundai dealership. To fix the damage they caused to the wheel well liner and the finder is $629.00 including labor and parts. In total with 2 under body shields and repairs to the damage they caused the total cost is $1,629.00.

• Initial Complaint

  Date:02/15/2023

  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.

  see Attached document

  Business Response

  Date: 02/20/2023

  contacted the customer directly as there had not been a point of contact since inspection. customer has current appointment

  Customer Answer

  Date: 03/24/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Please see attachment for reasons for rejection.
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:02/07/2023

  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.

  Purchased vehicle in March 2022. Engine blew up in July 2022, under active recall. Vehicle has been moved between dealerships with no repairs made in over 7 months. We were not offered a loaner of any type. We were told we could pay out of pocket for a rental but “may be reimbursed”, with no guarantee. We are given the run around each time we call for an update. We have been expected to continue paying the monthly payment, but have no vehicle. The story changes each time we ask for a status update. WE NEED OUR VEHICLE!

  Business Response

  Date: 02/08/2023

     We have an engine concern currently with a different registered owner but I believe I am aware of the Hyundai Tuscon in question.  I'm not aware of the actual date of failure but show it arriving in late October and under a warranty extension for connecting rod bearing failure, not an active recall. I am unaware of the first few months and which dealership it was moved from listed in the complaint but assume it was probably the original selling dealer of the vehicle.  It has currently progressed through diagnosis, partial disassembly for photos submitted and everything required for engine approval.  The engine was ordered and after quite a wait it arrived.  I show there are currently a couple engines which approved and arrived just before this one with repairs being currently in process so the repairs on this vehicle in question should be occurring soon. Here in Eastern Ky there is only one company who provides rental vehicles in our region within 100 miles from our dealership.  They will not honor a national agreement with Hyundai to accept their stated rate of payment.  Therefore we can not place a customer in a Third Party rental vehicle due to a resulting financial burden placed on the customer to pay the additional fees and charges per day. We are doing our best to process many vehicles that are in this situation and may fall under this warranty extension but our insurance does not allow vehicles "off the lot" to be used as long term loaners so we do not have that option as well. Hyundai customer care has helped multiple customers with rental reimbursement directly to the customer and we had advised several customers in the past that making that phone call resulted in a very beneficial outcome for many customers caught in this situation and were able to be directly reimbursed in full from Hyundai customer care.  But we are doing our best to diagnose, order, repair and return vehicles in the order of their approval and arrival of ordered parts.

  Business Response

  Date: 02/09/2023

         My apologies for the mistake.  I show the repair order written in October.  Please change my previous response from - not knowing about the first few months from the july failure to not knowing about the first two months from the July failure and the remainder of the response is still applicable.