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:07/29/2024

  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.

  My car has been making a weird noise during start up I call Massey Hyundai to schedule an appointment for them to take a look at it. I have a powertrain warranty I have the paperwork to prove it. I received a phone call from the advisor that I couldn't have my car till an inspector came out to tell me if the issues were covered under warranty. She told me that we should find out within ***** hours which at the latest should have been Friday 07/26/24. Well, it was well over 48 hours on Friday 07/26/24 evening so I called the service department at Massey Hyundai to check on the status of my vehicle. I was put on hold for about 15 minutes, the man on the phone asked me what was I calling for and I explained I wanted to know the status of my car. He put me on hold again to talk to one of the technicians. The man comes back and the technician has no answer or knows anything about the situation on my car. I was very frustrated at this point and I explained that I had to take my parents only vehicle to get myself back and forth to work and I need my car do you have any idea when I can have an update on my car. he then proceeded to put me on hold again and said that someone told him the inspector was there so I should find out by the morning of 07/27/24. 07/27/24 comes around and no one has contacted me about my car. I called the service department again and they tell me the inspector was there Friday for a different vehicle. So now I'm without a car for well over 48 hours. I was not offered a rental or courtesy car for the time being and if it wasn't for my father I would've been stranded at the dealership 07/24/24 because they would not lend me a vehicle till my car was fixed. Why was I not offered a vehicle? This is completely unacceptable no one seems to care if I have a vehicle to go to work or just to get around for my daily life. This is horrible customer service and I will never return or recommend Massey Hyundai.

  Business Response

  Date: 07/29/2024

  We apologize for the delay in receiving an approval from the company warranting your vehicle. We have escalated this case to supervisors within the company and should have an answer within a couple hours.

  In the meantime, because of your inconvenience, we are assigning a loaner vehicle to you before receiving an official approval.

  The Service Director will be contacting you and overseeing the process to ensure we communicate and follow up with you and the warranty company in a timelier manner.  
  

   

  Customer Answer

  Date: 07/30/2024

   
  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,
  
  ***** *****-******

• Initial Complaint

  Date:05/15/2024

  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.

  date of purchase was 02/14/2024 first owner of the car. within first 2 wks.of owning the car I had called Massey Hyundai explaining my problem they stated just bring the car in and they can take a look at it. brought the car in and stated they didn't find anything wrong. incident happened again this time I requested the manager that works in the service department I explained to him what was going on I told him I don't want to waste my time coming over there and you guys say the same thing are you able to go off of the photos and videos I have he stated yes that same exact morning I went to Massey Hyundai I get there showed videos and photos I have he even told me to send 1 video to him personally after waiting there and there service tech driving the car they didn't find anything wrong. at that point I even suggested to the sales *** that I dealt with if there is any way I can get into a different vehicle with no money down because I just literally dropped $3,000 he immediately stated well your going to have negative equity on the car and your going to need to put more money ******* the exact same day I contacted Hyundai corporate I explained to her what issues have been going on and advised me to go to a different dealership so I went to cma's of Hyundai in **********, **. showed them all the videos from my engine having an awful ticking noise, my window randomly opens, dash lights come on. they stated they will take a look at it. I also told them if they can do my ***** mile oil change etc. in which they did that for me. service tech person comes out stated they couldn't make the car do what it has been doing advised me that the engine ticking is normal because the car has a hyper fuel pump. my window opening by itself could be from me tapping my key fob. The dash lights coming on could be from my phone cord cause my phone cord was beat up. I told him are you serious really. so mad I left. got a call that they have a loaner car they can give me so I can have my vehicle stay with them. I also did have a video of a phone cord not beat up with the issue happening again the day after visiting cma Hyundai. this is a brand new car and shouldn't be having THESE ISSUES. I have multiple videos and photos of everything .

  Business Response

  Date: 05/17/2024

  On March 6, 2024, customer brought vehicle in with check engine light concern. Technician, Service Advisor, and Manager were unable to duplicate. Vehicle was test driven and vehicle scanned but no codes were found. We cannot perform unnecessary work and must always properly diagnose.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21715433
  
  I am rejecting this response because:

  1 didnt bring the vehicle in for a check engine light issue 2, you only drove my car for a test run 2x times while I was waiting the second time you guys had me drive it to see if it was something that I was doing  with the mechanic in the passenger seat after being told by the service manager that we can go off of the photos and videos of what my car was doing . Was advised that the car would need to throw a code for you guys to do anything . After nothing was done I got ahold of Hyundai corporate and was advised to take my car CMAs Hyundai of ********** where my car is currently sitting at.  This is extremely frustrating driving a brand new car with these issues  honestly feel like I was sold a lemon. From engine ticking, which was stated by **** Hyundai of Winchester that the engine is ticking due to it having a hyper fuel pump which I call bull c*** on, to my window coming down randomly which CMAs Hyundai of Winchester stated it could happen if you tap your key fob which is obscured to the random dash lights coming on disabling all safety features while driving the vehicle which can also lead to a liability issue that CMAs Hyundai of Winchester try to blame my phone cord for this issue . As of today the car is still at CMAs Hyundai of Winchester there still working on this case . Its truly a burden having to keep coming to a dealership every time this issue occurs the issue with the dash lights only last about 3-5 minutes when it happens Ive been documenting via videos and photos since day 1 of when this issue has started . 
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 05/20/2024

  All communication needs to be submitted to Hyundai Corporate. They will make any decisions regarding diagnosis and repairs. According to customers complaint, there is a neighboring dealership submitting documentation for them. Thank you.  

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21715433
  
  I am rejecting this response
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:05/10/2024

  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.

  On February 12 , 2024 , We dropped my 2016 Lincoln MKX Black Label Edition Suv vin number (***************** )to have a Brake Harness repair. On March 16, 2024 we picked the suv up and we was opening the doors we noticed a smell that wasn't there when we droppd it off. I returned the vehicle the next morning , explained to them about the smell and was told to bring it back Monday. After multiple tries and cleanings the smell is still there . As of May 9th 2024 our Suv is still at Massey Hyundai with them trying to figure out how to get the smell out! In the process of this , it finally come out to us someone there had left the windows down and our vehicle got wet inside.

  Business Response

  Date: 05/10/2024

  Customer brought vehicle in for repairs that were completed. No one at dealership smelled the complaint or told customer the window was left down.

  Out of courtesy we used a company Scent Renew (thermal fogging) three times. Customer still complained, so we sent to Eddie's upholstery for a professional second opinion. He stated he didn't smell anything other than possibly a dog was laying on the floorboard. He communicated this to the customer who acknowledge they had a dog.

  Customer's vehicle has been ready for pickup since 5/7 and customer now does not return phone calls. Customer is currently driving a loaner vehicle at no cost to them, and this vehicle needs to be returned immediately. 
  

   

• Initial Complaint

  Date:06/20/2023

  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 a recall and to get an oil change. Calls me an hour later about needing a timing cover replaced because it was leaking. I never Saw any evidence of the leak, but took advice and paid $1400. Not even two weeks later, the **** sensor is burnt out after driving maybe 200 miles total. I called 5 mechanics and the head mechanic at ********* **** who advised me to take it back to Massey because it was probably damaged during or by the last repair. Massey tells me it was impossible for them to damage that during or from the last repair. They refused to fix the problem. I called Corporate and two weeks later, I get A call saying my car is ready for pickup and they would leave my case open to check with me the following day to see if my car is operating correctly. Go to pick up my car for the repair not to be done and being charged $147 for a diagnostic for something they broke and refused to fix. I want To be refunded because I paid for a repair for my car to break less than two weeks later (had the same repair done January of 2022). They wont return calls or emails. They refuse to explain anything and avoid you and pass you to other employees because they cant take responsibility. They broke my car and tried to charge me $600+ to fix what they broke. I have 6 mechanics willing to challenge them in whether or not they did something wrong and all willing to fix my car too. Also had a 15% off coupon they mention in the invoice and never applied. Lied about that when questioned too. Also they lie in the invoice and say they quoted prices higher than what I was Told to prevent giving me the coupon discount.

  Business Response

  Date: 06/21/2023

  ***** **** 5/18/23 came in for oil change and anti theft sotware update on his 2015 ****** with ******* miles. Upon inspection technician discovered timing cover was leaking. Estimated cost was $1,611 and customer was given a 15% off coupon. ***** returned on 6/5/23 with ******* miles stating check engine light was on. Code was found as noted on attached paperwork and customer declined repairs. This problem is unrelated to the previous repair. 

   We would be happy to speak with ***** if he would contact our Service Director at ************.

   

   

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20198412
  
  I am rejecting this response because:
  Massey Hyundai continues to say that it has nothing to do from the last repair, however, five different mechanics have told me otherwise. After having my car fixed at another mechanic (not previously asked, which makes 6 different mechanics) even put in the invoice that it the gasket was rolled over from last repair. I was called and told a piece rolled the first repair and they had to keep my car for an additional 5 days to redo the repair, but theres is no way what is wrong now has nothing to do with the last repair? I will also note that I declined The last service because Massey is still not taking responsibility from their mistake and was trying to charge me for something they broke. The lack of accountability in this organization is astonishing. Note that there were multiple bolts missing from my engine and some bolts were found at the bottom of the windshield after picking the vehicle up from Massey. There were also multiple bolts that I tightened by hand because Massey did not even tighten the bolts. This was after they called to tell me my car was ready and I drove The vehicle home to find another mechanic because i no longer trust this dealership. Clearly I was Right trusting my gut to not have them fix the repair. 
  Sincerely,
  
  **** ****

  Business Response

  Date: 06/28/2023

  We would like to speak with owner of the vehicle.

  We are currently submitting all documentation regarding any repairs and recommendations to Hyundai Corp. Without bringing the problem to a Certified Hyundai facility, it is difficult confirming any accusation. 

• Initial Complaint

  Date:01/10/2023

  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.

  I got a car from them that had problems, every time I went to get it looked at they implied that I did not know what I was talking about and refused to look at my car until I refused to leave because I had an appointment and then they would tell me nothing was wrong with my car. Finally when I traded my car with another dealer and they looked at my old car they said that there was something wrong with it and the other dealer should have looked at it in the first place and resolved it. After getting my new car, I called the old dealership to cancel a warranty on the car, they told me I would receive a check in the mail once it get cancelled. I had called them about cancelling, they never picked up and never returned my calls after I left messages. Finally I got through they sent me the paperwork to cancel the warranty, I submitted it. I never received a reply that the warranty was cancelled and called back to follow up a month later. To which I indicated my frustration at the lack of communication to which they implied that I was being overdramatic and that they had already cancelled the warranty and I had no need to be upset. To which I replied that I received no communication from them that it had been done thus how would I know which is why I was upset, and they told me I was lying and it had not been that long and they did not need to confirm that they cancelled it if they had already done it. This took place the beginning of November of 2022, today is January 9, 2023, and I still have not received a check from them and when I called to inquire about it they do not answer the phone, even when I call the second the dealership opens, and they do not return my calls after I've left messages and when I request to speak with them directly through the front desk, I am told that they are always busy. And this has still not been resolved and I have not been contacted by them nor can I get through to them.

  Business Response

  Date: 01/12/2023

  Faith Massey
  Wed, Jan 11, 1:05 PM (19 hours ago)
  to me
  
  Yesterday, after receiving this complaint, we spoke with the customer, and they confirmed that they had received a credit for their warranty cancellation in November 2022. The customer purchased this vehicle from our dealership in May 2021 and according to the manufacturer's records completed services at another dealership. The only visit to our facility was in April 2022 for an oil change. The two resolutions being sought are the refund and the job finished. The refund has been given but the job finished will need to be addressed with the appropriate dealership.
  
  Thank you

• Initial Complaint

  Date:11/25/2022

  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.

  About a month ago i went to Massey Hyaundai for a new key fob i had to fight for for 6 months an oil change and to see why my car was shaking while driving. I received the key fob. The mechanic gave me several reasons why the tire shakes and did not repair anything at all just a bunch of reasons on why it was shaking. He said he rotated tires and the shake should be in the rear. I took it to get it fixed so they moved it and said itll shake some where else. Not safe!
  
  The oil change was not done yet i was charged. I took notice that my sticker for next due change had current miles not miles it needed changed at. the service reminder in my vehicle was not reset either. So when i got home i checked my oil and it was not fresh at all. I worked in a a garage for 5 years i know what fresh and used oil looks like. the oil on my dipstick was not fresh at all.
  
  I want reimbursed for the 5 years of oil changes i purchased
  
  they also tried to sell me a new suspension on a certified preowned vehicle I bought 6 months earlier in April 2022. how do I need a suspension already?
  
  I want reimbursed for all extra warranties I purchased as well as reimbursed for the oil change package I purchased since they won't change my oil. they are crooks and thieves I want reimbursed

  Business Response

  Date: 12/26/2022

  Business Response /* (1000, 5, 2022/11/29) */
  Customer came to our facility on 10/26/22 and our certified technician did complete an oil change. He also test drove the vehicle and confirmed the problem and gave the customer a resolution. Customer refused to have work completed. (These recommendations are noted on his repair order as well as the discounted rate for the diagnostic fee.)
  Both our service manager and our finance manager have left messages for the customer with no return call or text. Customer is welcome to cancel any products but will need to sign paperwork for that process to begin. We are waiting to hear back. Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/12/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was not offered a resolution I was given multiple reasons what it could be and nothing more. I called back and was offered a tire balance. I would prefer refund on my warranties. No one addressed why I was told to replace my suspension on a certified pre owned bought 6 months earlier. I will call them and request refund on added warranty and see ice plan
  
  
  Business Response /* (4000, 9, 2022/12/06) */
  Customer was offered a resolution and scheduled an appointment on the 12th to have his tires balanced at not cost to him. Is he cancelling this appointment via the BBB? If he does not want his tire balanced and only wants to cancel warranty products, he will still need to sign paperwork formally requesting this cancellation. Please advise as our conversations with the customer are different than what the customer is submitting in writing to the BBB.

• Initial Complaint

  Date:10/11/2022

  Type:Customer Service 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 a vehicle from Massey in April. I was sold an additional warranty through them and was specifically told that it would cover a key fob due to the vehicle only coming with one. I inquired about gettting it replaced several times and every time i was told some one will get back to me. No one ever did. In august or early September i was finally able to speak with some one and they sent me a form to fill out. They gave me the email to send it to for a replacement and i did the paper and emailed it. At least a month goes by. I called today to see if they were going to replace my key fob and they claim they have nothing on it. I was sold a warranty they are not honoring. they are running me in circles and shave fno intentions auto replace the key fob or honor the warranty sold to me. I either want the warranty money back, the key fob free off charge per warranty or they can have the car back worth out penalty or refund either of those options will be fine. They have done nothing but send me in circles a. It has been a horrible experience trying to deal with them especially since they are intentionally ignoring me not returning calls as promised and charging me services that are not rendered which is criminal. Again i want reimbursed for that warranty or the key fob replaced. If they can't do that they need to take this car back it is financed through hyaundai so they can take it easily. They are breaksing the law I'm so fed up with being jerked around I don't even want the car anymore because i already know they will not honor their warranty and ill continue to be screwed out of what i purchased
  
  I have email evidence of speaking with them and emailing the form again if they cant give me a key fob they will need to take back the car which i kinda prefer because i do believe they will never honor any of their warranty and ill be paying for services that are to be covered
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/11) */
  We have submitted paperwork to the warranty company requesting replacement and programming for customer's key fob. We left a voicemail but have not heard back from the customer. If the customer would call our service department at 301.733.2742, we will setup a time for the programming of customer's replacement fob.Thank you.

• Initial Complaint

  Date:09/14/2022

  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 own a 2017 Hyundai Sonata. In approximately June of this year, I noticed that my car was needing oil before it was due. I talked to the mechanic at the shop where I got my oil changed and he told me that Hyundai has a known issue with the engine consuming too much oil. He said my car was definitely burning the oil as he showed me the black residue on the tail pipes.
  I called Hyundai and they had me come in for another oil change and come back 1000 miles later. Both times they saw that my car was lower in oil than it should've been.
  When I called to come back in for the third oil check, I was told the whole policy had changed and now they have to submit a prior authorization to do the work.
  In the meantime, I'm having to pay for oil changes, oil to top off because "their policy changed", and more frustration with no fix to the problem.
  I would like my car to be repaired. Hyundai has confirmed that this is a known issue and are repairing the same problem on multiple cars, daily.
  I work a lot and depend on my vehicle. I would like it repaired asap.
  Thank you!
  *********

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/15) */
  Their is a fix to the problem. Hyundai has policy and procedures that every Hyundai store must follow for their oil consumption procedure. Their original procedure was for a store to document 3 separate times the oil level. We have documented this for this 2017 Sonata twice and each time replaced the oil at no charge to the customer. Recently Hyundai did make a change to their policy and allowed 1 documentation of low oil levels for their approval process. Either way this is the last time we need to document/ submit photos.
  We understand the frustration but need customer to bring vehicle into the store at which time we will provide a loaner vehicle. We will submit this final documentation for approval. Once receiving approval will procedure to replace the engine.