ComplaintsforSuntrup Hyundai

• Initial Complaint

  02/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  They repaired my car and they did an excellent job. However, they didn&#**;t provide an itemized list of the charges. They also didn&#**;t note on the receipt that I did get didn&#**;t show the $300 downpayment that I made over the phone. When I called the dealership, they hung up on me. I haven&#**;t been able to get through to the cashier&#**;s department. I have left messages and they have never called back.

  

  Business response

  02/22/2024

  ********,

  As we discussed in our recent phone conversation, I have sent you the requested documented receipts.

  I apologize for any inconvenience this lack of communication has caused you.

  Thank you for letting us make this right.

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

   

  Customer response

  03/04/2024

  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

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My engine failed on a 2018 Hyundai Tucson. I was told extended warranty covers cost of replacement by the Engine Resolution Line. I took the vehicle to the dealership and they told me they would not honor the extended warranty. After disputing the cost, Hyundai told dealership they will do 60/40 after I disputed the first offer of 50/50. My car has 66,000 miles and I have oil change receipts to show regular maintenance of the vehicle. The car has also been to the dealership for any recalls from Hyundai They have had my car since July 19 and today is August 30 and they told me I had to take the offer or they would take their offer back stating it was a good will gesture on their behalf Furthermore they originally offered me a rental then said they didn’t have any available.

  

  Business response

  08/31/2023

  ****,

  Yes we are sorry . This is a long process.We must follow the guidlines extended from Hyundai Corporation(the manufacturer).We did advise you to accept Hyundai Corporations  Goodwill offer to split the cost with you.We have  your ( the customers) best interest in mind. Loaner vehicles are not part of the deal even if we had an available one.. Suntrup has no say in this negotiation process. We sincelely hope you get the resolution you desire,but we have no say in what the warranty covers.

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

  Service Manager 

  Suntrup Hyundai

   

  Customer response

  09/07/2023

  Complaint: ********
  
  I am rejecting this response because: on July 19 when I dropped my car off for service, I was told by your service manager that it would be 6-8 weeks before they could look at my car. I was not happy and the service manager told me that if my car was repaired there I could obtain a rental. He also told me that Hyundai has known about the engine failure and that it appeared the extended warranty would be honored as I had knock sensor replaced and according to the class action settlement I received in the mail. Today is September 7 and I still haven’t had my vehicle repaired. 
  
  
  
  Sincerely,
  
  **** *******

  

  Business response

  09/12/2023

  **** , 
  
   We are sorry this is such a long process you were told 6-8 weeks to even get the vehicle looked at. This is correct . However you were told if the engine gets approved we could see about getting you a rental .You were also informed that this is part of class action lawsuit and it looked like you should qualify however that decision is made by Hyundai Motor Company not Suntrup Hyundai . your vehicle would be further in the repair process but we went back and forth with  the offer from Hyundai Motor Company . We understand your frustration However it is not Suntrup Hyundais Decision to approve or deny these claims .  Again your vehicle did not have bearing failure this is the only coverage by the class action suit . Hyundai offered this to you as a goodwill gesture. We have has this samr conversation several time. We have nothing further to add.

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

  Suntrup Kia

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After purchasing my Sante Fe from Suntrup Hyundai South, I have only brought my car there for all services, including oil changes. Over this year, the check engine light came on a few times, and the car ran rough. Each time I brought my car into Suntrup. After inspecting, they always told me nothing was wrong, that Santa Fe's often have this error code for no reason, and they would clear the code. (On one occurrence, blue fluid was leaking, but the techs said this was windshield washer fluid.) After bringing it in and the code being cleared, the car would run fine for a while before the check engine light would reappear. One month ago while driving, the car suddenly overheated, smoked, and stuttered, stranding me on the highway until it could be towed. Two weeks later, Suntrup called to say the radiator hose had burst, causing the engine to overheat. This, in turn, led to broken engine head gaskets and a warped engine block that wouldn’t fit back together. Since these engine issues can be traced back to the leaking radiator hose, the CNA extended warranty is only covering the parts and labor associated with replacing the engine head gaskets. I have spoken to two different managers at Suntrup, but the dealer is unwilling to accept fault for inadvertently causing the warped engine, even though they are the only ones to have ever worked on and inspected my car. We did end up paying for the repair since we needed to get out of the rental car and felt Suntrup left us no other choice. As a customer of Suntrup for the past 7 years, as required by the extended warranty and because I wanted trained technicians to service the vehicle, I see the cost of the engine replacement as Suntrup's responsibility since their technicians missed the leak, which could have been caught during a routine oil change or the numerous times the check engine light came on. We are asking Suntrup Hyundai South to refund us all costs for this repair (parts and labor).

  

  Business response

  08/22/2023

  *** **** we have already had this conversation. We worked with you and gave a reasonable discount on the repair because we value you as a customer.

  Your vehicle was here in April for routine maintenance. There was not mention of any issue,leak ect. Once the hose did rupture it was driven long enough to cause permenant damage to the engine. Again at that point we worked with and even helped you out on the cost. You are a good customer and we empathize with your situation ,but that being said,we are not responsible for the engine or the cost of repairing it.

  ****** ****

  Service Director

  Suntrup Automotive Group

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

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

  Customer response

  08/23/2023

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

  Despite discounting the new engine, the dealership only mentioned the last visit in April during which the check engine light was not on. I mentioned the leaking blue fluid to the service person at that time and asked if it was a crack in the wiper fluid reservoir or something else, but it was not noted in my account. Upon having the engine replaced, the service manager tried to tell me that they do not use blue coolant; it's green. I asked him to research his facts, and it turns out that there was a period of time (including when my car was last serviced) that indeed blue radiator coolant was used since the green coolant was not available. So that blue fluid from the previous visit was, in fact, leaking coolant.

  Suntrup also failed to mention in their response that there have been a few times in the recent past where I brought in my car for service due to the check engine light being on and upon checking the issue, the codes were cleared and I was told that "Santa Fes act up sometimes and provide codes for no reason."
  

  For this last instance, for when my car had to be towed into the dealership, there weren't any signs of any issues until the temperature gauge jumped from C to H, my car began to overheat, and the car's check engine light came on as my car shook. I immediately pulled over to the shoulder and had the car towed to the dealership. I have since researched the symptoms of a failing radiator and leaking hose, and the issues I mentioned to the service team each time I brought my car in were symptoms that the radiator and its components were starting to show signs of needing attention. 

  The only part of Suntrup's response that aligns with my experience is that my car was driven too long with a failing radiator and hose, leading to the engine overheating, warping, and becoming inoperable... not too long in terms of my drivetime once the radiator hose burst, but too long in the sense that the dealership let the issue go unattended for too long. However, I was also driving my car under the assurance that Suntrup's service team was providing me with expert, professional service. Had the service team performed their due diligence during any of the previous times when the check engine light was on, they would have discovered the failing radiator or leaking hose, and the replacement of the engine could have been avoided.

  
  Sincerely,
  
  ***** ****

  

  Business response

  08/28/2023

  To whom it may concern,
  I have attached a copy of *** ****** visit in April. There is no where on the document of a complaint or question about any coolant leak. In fact, we did a multipoint inspection of the vehicle and the results showed no need to add any coolant at all. The hoses also appeared to be in good condition. However, there is no possible way to see if there is any issue with a radiator hose internally. We checked the vehicle to the best of our ability and it was unfortunate that 4 months and 3000 miles later a maintenance part went bad and caused engine damage to his vehicle. We are skilled technicians and do not have the ability to see the future failures of automobile parts. The fact that *** **** is trying to blame us for a part failure on a vehicle with 115,000 miles is ridiculous. Can you hold a doctor responsible for an injury a person might sustain 4 months after they go in for a physical? This is exactly what is being asked of us. Please close this matter once and for all.
  ****** ****
  Service Director
  Suntrup Automotive Group
  *************

  Customer response

  09/02/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Suntrup continues to focus on the last visit in April and has not addressed the history of the visits that came before. There were a number of times when the check engine light came on and they were dismissed each time without thoroughly investigation.  Furthermore, I cannot control the fact that the service advisor did not note my concerns about the blue fluid; I know I shared them. I am meticulous when it comes to tracking details. Additionally, when the vehicle was towed to their facility on July 3, they initially argued they that they do not use blue coolant. They then had to reverse that remark a few days later after investigating that they indeed did use blue coolant during the April service... This just goes to prove that there is misinformation in their shop, which could have lead to my vehicle's issue going undiagnosed or ignored. I do not think it was intentional or malicious; but that does not erase the fact that they missed it back then. All we ask is that they own their part in this and provide the engine at no cost to us.

  Sincerely,
  
  ***** ****

• Initial Complaint

  07/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had oil change May 4 at Suntrup. May 13 check engine light illuminated. Appointment made for June 26. Intermittently check engine light illuminated. On day of appointment, check engine light was off & I called. I was told could not be diagnosed with light off. Appointment cancelled. Check engine light intermittently illuminated. July 3 took ******** to another dealership. Found that either wrong oil filter or oil filter was installed incorrectly. Damaged oil filter was replaced. July 5 emailed Suntrup service manager and Hyundai *** about problem. Suntrup has not responded to email. Hyundai *** opened the case and recommended that I call the dealership. July 21 I called Suntrup and my call has not been returned !!! NO RESPONSE from Suntrup. I am concerned how this mistake has affected the life of my engine and what steps Suntrup will take when I have engine problems!!!

  

  Business response

  08/02/2023

  We do apologize for the mistake by our technition.

  It looks as though it was the correct filter however it is possible it was installed incorectly.

  I am sorry for the mis communication on ************ visit. I am glad we spoke and we have made an appointment for veiwing of the correction and a checkup of your engine.

  Look forward to working with you.

  Thanks again for giving us the opportunity to make this right.

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

  Service Manager 

  Suntrup Hyundai

  Customer response

  08/03/2023

  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,
  
  *************************************

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/25/23 @ 8:40 - initial appt. for vehicle to find cause of issue (I already informed them a new turbo was needed per another mechanic) 5/26/23 @ 2:34 - told they were going to do a smoke test 5/30/23 - received a bill for a new turbo 5/31/23 - paid 1/2 down for part & labor, told parts were 2 days out and car will be ready beginning of following week 6/5/23 - parts now on back order 6/13/23 - parts to be received 6/20 6/20/23 - part arrives, car ready by end of week 6/23/23 - tech ran behind but will have car ready Monday 6/26/23 - bolts in the cylinder head are broken and an engine tech will try to remove next day so turbo can be installed 6/27/23 - bolts removed by end of week 7/3/23 - only removed one bolt so the engine will now be cut out by Thursday 7/7/23 - new cylinder head is now needed for an additional $3447.93 The turbo has not been installed, no temporary vehicle has been given, general manager only returned one call the following day and wouldn't allow me to ask questions and instead "a quote will be sent to you for a new cylinder dear" and then hung up before a response/question could be asked. My care has now been in the shop for nearly 6 weeks with no end in sight and the cost has more than doubled due to them being unable to do their job properly. I've had to put off a vacation that was prepaid and now I've lost out on the money I had put out not to mention the fact that I have to continuously borrow cars to be able to get to work and I have two young kids.

  

  Business response

  07/11/2023

  ***** ****** brought her 2016 Tuscon to Suntrup Hyundai with a running issue ********. After doing the diagnosis by our Hyundai master technician, it was determined that the turbo charger was underboost and needed to be replaced because of  a massive leak. The oil level was also 3 quarts low. The vehicle only has 48777 miles on it but the Hyuindai warranty had expired based on time. Clearly the vehicle is not driven very much which contributes to gaskets not being properly lubricated and going bad. We then gave ***** and estimate on the needed repairs of $2798.55. On the text stream we were very clear and I quote " I sent an estimate for a turbo. This may not 100% fix the problem, but we do know this is where we need to start".She gave her approval. Once we started to do the repairs removing the turbo, we found a cylinder head bolt broken. We immediately informed ***** of the situation.. We spent countless hours doing our best to remove the broken head bolts at no additional charge, however we were unable to get the broken bolts out of the head. With the low miles on the vehicle it was just pure rust that caused the additional issue that there was no possible way for us to see this issue until we started removing the turbo. We gave ***** the estimate for replacing the cylinder head.  Normal cost is approximately $3700.00 for the cylinder head plus 14 hours of labor or $2379.00. We offered a 10% discount on the cylinder head and no charge on the labor. We were trying our best to take care of our customer in an unfortunate situation. There is no possible way for us to know upfront that the bolts on the cylinder head were broken and ceased before we started doing the work. But again, she was told this is where we needed to start. A mechanical repair facility can not be held responsible for any unseen damage on a 8 year old vehicle and in fact most places would not be as generous in helping a customer in a bad situation. At this point ***** had 2 options.
  1. Approve the additional offer
  2. Tow the vehicle to any repair facility she would like and we will not charge her for all the work we have done up to this point.
  Service Director Suntrup Hyuindai
  
  --
  ****** **** ******* ******** ******* ********** ***** *************

  Customer response

  07/17/2023

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

  While I do agree that I was told the cost could be higher, I did not agree to pay for the company's mistakes. The assumptions made by the company such as the vehicle not being driven much are false. It is driven to and from work locally along with to and from kids activities. I also check the fluid levels and top off as needed monthly. Considering this is the first issue I've ever had with the vehicle it's safe to say I'm a very responsible automobile owner. None of that has anything to do with the fact the company stripped and broke the bolts so that now the cylinder head would have to be cut out and replaced. There was nothing wrong with the cylinder head, just the fact they stripped and broke the bolts and weren't able to remove it to be able to install the turbo. That mistake is theirs and theirs alone. They are a certified Hyundai dealership, where I purchased this vehicle along with two others, and they should have been able to remove simple bolts. There is no reason to have to replace a perfectly good cylinder head at less that 50,000 miles just because they couldn't removed bolts properly. This was not an unforeseen problem, it was one they created.
  
  
  Sincerely,
  
  ***** ******

  

  Business response

  07/18/2023

  We are very sorry that the customer has lost trust in our facility.

  Our industry does not have capabilities such has an MRi machine to see underlying rust/seized bolts ect.

  It is unfortunate the expense that the customer is facing with her vehicle,but to say that we are responsible for any of it is just untrue.

  Our position still stands.

  We made her a generous offer before she even reported to the BBB. We take pride in our customer service.

  We can see now that it will not be enough for Tanya.

  I will repeat:

  1. She can approve the repair offer.

  2. Tow the vehicle to any repair facility she would like and  will will not charge for the time we have it to date.

  We have her vehicle ready to proceed on the repair. I am sorry but we have to insist a decision be made this week.

  By 7/21/2023

  Thanks in advance

  Customer response

  07/20/2023

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

  I find it ludicrous to say that they can't use an MRI machine to so issues. I'm fully aware that medical equipment that doesn't allow metal inside of it cannot be used. This is another flagrant use of my being a female and obviously not being able to understand. Just like when I spoke with the manger and he called my "hon" and "doll" multiple times. If anything I hope they can use this as a learning experience to treat women a little better and not talk down to them and be condescending.

  In neither response has anyone even bothered to explain how it should be on me to pay for their mistakes. They broke the bolts and are simply looking past the entire point of the complaint. They got one out and broke the others. It's preposterous to think that a certified, presumably reputable dealer/service center, would have spend 14 hours trying to remove bolts over the course of a week and still not have been able to remove them even if broken. I've asked about the methods used and wasn't given any information. For example, did the try to back drill the bolts, and MiG welder, torch, etc. I've not be informed of any of the methods they supposedly tried over 14 hours. The insinuation that they spent that amount of time trying to remove the bolts is unbelievable.

  I will continue to dispute this claim as nothing has been done to rectify their mistake or even take an responsibility. I will also continue working with Hyundai Consumer Affairs for a resolution. In the meantime, I will be paying to get my vehicle completed because I can't go yet another month borrowing cars from friends and family. 

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

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/13/2023, I dropped off my 2010 Hyundai Elantra during my 9:50am appointment time at Suntrup Hyundai for a steering angle sensor recalibration due to EPS/ESC lights being on. I was informed upon drop off that it may take until the end of the day or potentially the following day for a diagnostic to be ran .I waited for about an hour total. 5-10 minutes into my wait, I was called by the establishment asking if I was interested in trading my 2010 in for a newer car. I agreed to indulge them. I discussed what types of vehicles I would be interested in seeing and test drove one vehicle. Afterwards, I sat and discussed potential payments and term lengths in addition to downpayments I could include with my trade-in. I concluded by saying I would think their offer over. My significant other picked me up shortly after. The next day, 6/14/2023, I was sent the quote I have attached with suggested repairs. It suggested a 'discounted' alignment when I already had one back in march after purchasing 4 new tires from Firestone. In addition, a very expensive steering column replacement (I had one mechanic replace a coupler that fixed my steering wheel and had no problems since). The total was more that the KBB value and would have been cheaper to buy a new car. I did not authorize any of the listed work and stated I was coming to pay for the diagnostic and recover my vehicle. No repair shop can or will access the computer system in this car and all recommended going to a dealership. I'm dismayed at the service when Hyundai clearly has a procedure just for recalibrating the steering angle sensor. I was told by the dealership that it wouldn't be a viable solution, but it was the only service I initially asked for. I would like a refund for the diagnostic that I didn't need as I specifically knew the issue already, and to have the car's steering angle sensor to be recalibrated.

  

  Business response

  06/16/2023

  ********,

  I am sorry your  first and only visit to our service department did not meet with your expectations.

  The diagnotics are no different than going to a doctors office. We diagnoised your vehicle and we are standing by the diagnosis .

   The TSB you sent does not refer to your vehicle. Your vehicle is a 2010 and the TSB is for a 2014 which is completely different set up.

  You chose not to do the recommended repair and that is your choice,but our technition still earned the diagnotic for his expert opinion  of the concern.

  However, We will be happy to return whatever part of the diagnotics you deem fair,(call marybeth at ###-###-####) then we suggest you use another dealership going forward.

  We certainly hope you find one that meets your expectations.

  ******* ****

  Service director

   

  Customer response

  06/16/2023

  Complaint: ********
  
  I am rejecting this response because: I am rejecting this response because: I understand the diagnostic is like taking your car to the doctor for an exam. I stated that I wanted a steering angle sensor reset. I did not add the TSB to claim eligibility for the service to be provided free as part of a recall; instead, the supporting documents show that the process of recalibrating the steering angle sensor was possible. Whether or not doing the reset would prove not a viable solution is beside the main point that it was a service I requested. Even IF the result was to replace the entire column, the 3K for parts (which could or could not have included labor costs) is still an egregious amount when the replacement steering column from Hyundai costs around $1,718.00. In addition, there was no explanation in the inspection vehicle as to why recalibrating would not be a viable option nor why even if the steering angle sensor were corrected, the EPS sensor would not correct as well. Based on my limited understanding, those two sensors, and many others within the car's system, all communicate with each other. Therefore, it's possible that due to the uncalibrated steering angle sensor, it's sending incorrect data to the EPS, which caused a chain reaction of both lights being on, which makes sense as they both turned illuminated at the same time. I also look forward to working with another dealership upon this issue's conclusion.
  
  
  
  Sincerely,
  
  ******** *******

  

  Business response

  06/20/2023

  I am not sure of what the  rejection is . We instructed you to call ###-###-####(********) to get any or all of your  diagnotic charge refunded if that is what you felt was fair.

   

   

   

   

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle in to be diagnosed on March 6th 2023. In the last 11 weeks and 4 days, they have swapped the transmission 3 times and dented my driver door. Today is May 26th and I'm told that the car will be ready on May 30th. That will make it over 12 weeks that my car has been with the service department. I've made 2 monthly payments on a car that I have not been able to drive. HOW is this possibly okay?? They say that they're helping me and doing my favors. But the real favor would be to just fix my car, or say that they cannot. Also, I wasn't even notified of the dent in my door. I noticed it when I tried to pick up my car. After leaving with my car, I quickly took it back because the issue was not resolved. 12 weeks. Try and tell me that's justifiable.

  

  Business response

  06/01/2023

  
  I have spoken with Mr.****** and explained that we are at the mercy of Hyundai Tech Line. They are the engineers that make the call and tell us what parts they want us to install under warranty. At this point we have installed 3 transmissions that have not fixed the problem and are waiting for hyundai to tell us what the next steps are,I've also given Mrr. ****** suggestions on what he can do to help resolve his issue. We do have empathy for him as our customer . We are working diligently to get this resolved.
  ****** **** ******* ******** ******* **********
  
  --
  ****** **** ******* ********
  Suntrup Automotive Group
  *************

• Initial Complaint

  05/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charge me for parts I never needed the problem still there after the new parts were put on

  

  Business response

  05/12/2023

  ******,

  I think we have located the vehicle you are referring to.

  The customer came in with a running problem and check engine light on. The initial diagnosis was a bad ECM however further diagnosis would be required once the initial problem was resolved. The repair was  successful, however the vehicle is stuck in 4th gear needing a possible transmission as noted on the repair order. Customer had no money and informed us she would take her vehicle back to the dealer that sold it to her. All noted on the repair ticket. We have not seen the vehicle since early February.

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

  Customer response

  05/12/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  The business had pressure me into paying a car that wasn’t fixed on they lot , told me if they don’t get any payments they are going to tack on more fees on a car that’s not fixed I have text messages from their employee advisors suggesting me to get another car and asking how much money am I’m willing to spend which I feel that’s a unprofessional question to ask a customer who’s spending money on they business all I wanted was my vehicle to be fixed the correct way which they didn’t know the actual problem that was wrong I also took my vehicle to another shop which they told me the person who fixed my vehicle which was Hyundai suntrup put my part in the wrong way and also they didn’t finish what they started so they didn’t want to work on my vehicle
  
  Sincerely,
  
  ****** ********

  

  Business response

  05/24/2023

  ******
  
  After reviewing the history of your vehicle we can see the only time the vehicle visited our location was when your check engine light was on and you had a concern that it was having accelerating issues. During diagnosis we determined that we needed to replace the ECM and transmission temperature sensor due to Hyundai Techline recommendation. However the vehicle was still not shifting properly and before we could continue our diagnosis you picked up your vehicle and stated you were going to take it back to the selling dealer. No additional fees were added to the ticket.

  This should conclude our responses to this complaint. The customer did not pay for anything she did not recieve.

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

  Service Manager

  Suntrup Hyundai

   

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a review in regard to Suntrup Hyundai unprofessionalism due to my experience with the engine light, knock sensor on my car for the second time. I do have Hyundai customer care involved, and I was told that my engine would be replaced. ******’s response to my review states he is the Service Director. My understanding the service Director is ***** * as I was told. I stated that after my vehicle sat for 1 week on their lot untouched, I received a text from ****** on April 20th@3:18 pm that he spoke to his service manager ***** * ,and that he would scan my car tomorrow, but I would have to pay $500 non-refundable deposit to Suntrup,and If the engine is approved Suntrup will hold my money, and put it towards belts, hoses, brakes, tires any other future repairs. Why was I not told about the $500 when I dropped the car off? ****** sent me a text stating that ****** just implemented the $500. I believe I have been discriminated against by ******. Fortunately, their means of communication was text messaging, and I have text messages that are not consistent.After they got themselves in a trap they told me to get my car off their lot by 12pm April 21,or they would tow it to my home.I sent a text to ****** stating I did not give Suntrup permission to tow my car.I picked my vehicle up,and brought it to another Hyundai dealership, with outstanding professionalism. ******, obviously is not aware what is going on at the dealership and should’ve not responded to my review as he did. I have attached emails from ******, that my oil consumption test was approved and oil changes done and instructions in regard to bringing the car back every 1000 miles to have the oil checked which I did religiously. ******* response had nothing to do in regard to why the vehicle was there. The oil consumption was approved on April 2022. This dealership is unprofessional, they bully, and they cannot keep their communication in line via text messaging. They are rated a 1.5 on BBB reviews site.

  

  Business response

  04/28/2023

  This complaint was answered today in her BBB review.

  We are sorry she feels that way about her experience.

  Her current complaint and recall of the events has been falsified .

  Therefore I can not  justify a valid response.. 

  We are happy to hear that her issue was resolved by using another dealership.

  We will not be partisipating in any assistnce going forward.

   

  Customer response

  05/01/2023

  Complaint: ********
  
  I am rejecting this response because:
  
    I filed my complaint earlier today. When I filed a review, ****** **** responded that The customer refuses to follow the guidelines of an oil consumption test set by Hyundai without proper documentation it is not possible to replace her engine under warranty ******t **** service Director Suntrup.
  
  I want to attach this additional important piece of paper stating that the oil consumption was approved and here is the oil consumption worksheet that I brought the car back five times as they requested to check my oil. ****** ***** comment is inappropriate, not truthful, and displays a poor representation of the dealership.
  
  
  Sincerely,
  
  ****** *********

  

  Business response

  05/02/2023

  The checks between oil change need to be exact or start over is needed. ******* **** is the sales director . He states that the customer has made false statements.

  The customer was asked not to return back to Suntrup. We are happy that the customer is satisfied with hert new dealer. We will not be reimbursing for anything.

  Customer response

  05/03/2023

  Complaint: ********
  
  I am rejecting this response because: ***** ***** response is far from the truth, as the dealership set the appointment for each interval, and I followed “ THEIR” rules. 
  although, I am not surprised I know ****** personally and this is the way he rolls.
  They are already rated a 1.5, so the truth speaks for the dealership with her poor rating, and not much further can they go down from a 1.5, so, I definitely made a great choice finding another dealership and running from Suntrup. Please make other customers beware, as Suntrup is  pretty well-known around town as being unethical to customers.
  
  
  
  Sincerely,
  
  ****** *********

  

  Business response

  05/04/2023

  This customer has reason to be upset with the process Hyundai Corporation has demanded to get any coverage for Engine replacements.

  We are simply the repair facility. We do not make the rules.

  We can not be responsible for and Entire Engine tear down at our own expense. Before doing any repair we need to have authorization for payment by the customer should the Manufacturer not pay. We have had numerous customers going through this in the last few years.

  This customer seems to think we targeted her . We did not. 

  The way she conducted herself in our place of business to our customers we simply declined to go forward with anything. 

  Please use attached phone message as our final appeal to work with her and the reason we will not.

  Customer response

  05/08/2023

  Again, the truth is not being told. I never interacted with any customers whatsoever, or stepped foot in the dealership service or any other departments. I was pleasant to all. This is a true picture in regard to the way customers are treated. You advise the customer of the $500 upfront not after the car stuff for a week. I still want half of my rental covered. They delayed all repairs, and placing the blame on Hyundai when in fact, it’s theirs.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a brand new 2022 Hyundai Kona , June 10 , 2022, and first the car delivery was a nightmere, the car was not prepped , someone smoked a cigar in the car,( i am not a smoker) i noticed right away and called the salesman back and informed him, immediately I started having issues with the car and brought it in to the service department for this but they were never able to find a problem. Finally after I was terrified to drive the car because the brakes continuously were locking up going down the road they kept my car from September 6, 2022, on that date they had me talk to Eli Gold , because I had by then contacted Hyundai America, and ***** ********, a shop manager, who said the service advisor had been assuming and not properly writing the proper information on the ticket so everytime I brought my car in they were looking for the wrong problem, but he was not going to return my car this time until it was right I went to get my car that day, first the interior was filthy , food trash ,etc, empty on gas, when they got the car in September it was the exact opposite because its brand new, I was proud of it , I always keep it clean , and had just gotten gas, but anyway, I pulled right back in the shop and asked the service advisor , his reply was "what do you want me to do about it" i was like are you serious?? Then he said just drive it for a week and see if its fixed and I will get with ***** and get you a tank of gas. Well, first off it was not fixed so I decided to got to a different Hyundai dealership for service ,, Now I went back to Suntrup , In January to cancel some extra oil change plans that they sold me at the time of purchase because I refuse to ever have my car in their shop again and have been fighting to get this money refunded to my loan company , I keep getting excuses such as they sent the money to the wrong lender, oh we will wire the money, or a check was issued a couple weeks ago ,This is BAD business , not only on their shop but on the finance department , but when I call down there I cant even get a manager to talk to me.

  

  Business response

  03/30/2023

  We are sorry about the issues you had with our service department. I am sorry we lost you as a customer.I did follow us on the cancellation and it looks likr Capital one cashed the check on 2/28/23. I have attached a copy from our bank showing the money cleared. If you need anymore assistance please let me know.

  Sincerely,

  ***** *****

  Sales Director

  Suntrup Automotive Group

  Customer response

  04/01/2023

  Complaint: ********
  
  I am rejecting this response because:
  Capital One has not recieved nor applied the amount to my account, I have checked and talked to them.  On 4/1/2023

  So by Suntrup saying that they have cashed the check 2/28/2023 , it was never applied to my account, this is yet another 

  excuse to prolong this , just like allthe issues I have had with my car.  Which in the end I took to another Hyundai dealer with

  properly trained staff and it was diagnosed and fixed in less than 2 hours , and they could not do it in 4 months. 
  
  
  Sincerely,
  
  *** ****

  

  Business response

  04/19/2023

  This new process of recieving and responding to complaints is flawed. I am not getting the information sent to me in a timly mannor . it is more difficult to know when a response idue and how to get in. Please help. I just called the BBB  no one there to assit . They are in training,

  Please let me know the staus of this complaint. 

  

  Business response

  04/21/2023

  The customer is correct.

  We were mistaken . We had to reissue the check because the bank said they did not recieve it.

  However the new check was deposited by them on 4/3/2023.(by the Lender) I am attaching the deposited check copy.

*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. ↩