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Complaint Details
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Initial Complaint
04/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a new 2022 Hyundai Tucson Hybrid a little over a year ago. It has ****** miles on it. This is the second car I have bought from Hyundai of Asheville. I really like the car. Several months ago the car developed a noise (flapping sound at around 60 MPH). I took the car in for a warranty repair. The service department called me and said I would have to pay $300 to have the front bumper removed to solve the problem since the car had been involved in an accident. This is completely false. The car has never been in any accident. I argued but got nowhere, The noise continues. I the contacted Hyundai Customer support and told them about my situation. They invertigated and told me the ****** manager said the car was in an accident. More nonsense. I appealed that to no avail. Now the car is making the noise at sppeds lower than 60 MPH. I then wrote to the manger of Hyundai Asheville to ask for assistance and have not received any response.Apparently a warranty does not mean a warranty at this dealership. I was going to buy another Hyundai for my nephew, but it this point at is time to look to other brands for a solution.If you are thinking about buying a car from Hyundai of Asheville - think twice!ThanksBusiness response
04/15/2024
****** we are sorry that you are still having issues with your car. Our service manager tried to reach out to you but just got your voicemail. Also we don't have a record of you coming in the store since November of 2023. We would be happy to have our service manager look at your car to see if he can find any issues. Please call and ask for *****************. ************Initial Complaint
03/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
So, my husband and I drove from out of state on March 2 to look at a car. We test drove and decided to buy. He done all the paperwork but there was a problem with our debit card so we had to come back. We went back on Monday the fourth got everything finished took the car home. Gave $8000 down. In my experience and understanding, everything should be good, everythings covered were good to go. We should get our tags within the month. Got a call from our local clerks office saying that they forgot to have my husband sign a document. So we went to the clerks office and out of the blue they told us we owed like $294. So finally got a hold of the person at the dealership they told us not to pay anything that it would get resolved. He waited and waited for a call back. So finally today he gets a hold of somebody and they say there was a glitch in their system that did not calculate the out-of-state taxes correctly or something like that, but it is fixed now. They are telling us there is nothing they are going to do about that extra $294 that we now have to out-of-pocket. My husband told them he will never buy another car from them again. Im glad that we do not live in Asheville and have to take it there for servicing. Now I wished I would have not done that survey yet. Because I will definitely not recommend that place to anybody. Nothing against the salesman that we dealt with. He was great. I dont know who this falls back on. I guess theyre willing to lose a repeat customer over $294. And it was a brand new 2024 ***************Business response
03/26/2024
The difference of the $294 is the sales tax owed on the ************** that you purchased for your new vehicle. Unfortunately in ** they require you to pay this before you receive your tag. I understand how this is frustrating and we wish TN would change the way they collect taxes but unfortunately we don't have any control over that.Initial Complaint
03/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dear ***********,I was in Asheville Hyundai today 3/23/24 for an inspection, oil change, tire rotation and a windshield wiper for my passenger side of my Hyundai palisade. When I got there I told ***** again that was all I was wanting done. The inspection machine was down today so really only 3 things needed to be done. (Oil change, tire rotation and a windshield wiper. ***** told me I needed an alignment, I asked how much it was and she told me $155 which I said go ahead and do the alignment. Remind you I had a free oil change from filling out a survey from my last visit. When I went to check out for what I thought was a tire rotation, wipers and an alignment my total was OVER $1,250! When I got my receipt it had a bunch of extra charges (you can see that on page 2 of the receipt. No one told me that extra stuff needed to be done or even said do you want us to do it. When I brought it up, **** and the other guy got hateful and told me basically oh well you have to pay for it or you cant take your car. I never told ***** to do anything with transmission fluids or air filters. If something needs to be done with a vehicle, everywhere I have ever been had have estimates and have always asked if you want the extra stuff to be done then or wait. I never got that and they just done it and made me pay for something I didnt know anything about.When I called Hyundai to ask who the general manager was, the lady refused to give me the information and placed me on hold for 25 mins before I hung up and call back. I was able to get it by looking online.I ended up paying $954.45 for a tire rotation 2 windshield wipers, oil change (free) and a bunch of stuff I wasnt asked about. I didnt approve anything but the oil change, tire rotation, wiper fluids and alignment. Oil change was supposed to be freeBusiness response
03/25/2024
********************* came to our store requesting an oil change and tire rotation. After we did our initial inspection we informed her of additional services that we recommended. ************** verbally told ***** she approved the work that was recommended. This conversation was over heard by our service manager *********. We proceeded to do the work that was approved by *****. At check out the repair order was presented to her and she was mad that it was more than just the original oil change and tire rotation. She stated she was just going to jump in her car and leave. At this point we let her no if she did this with out paying that law enforcement would be called. We tried to help ************** by giving her a discount off of the repairs she had requested and unfortunately that was not enough to make her satisficed. Attached is a copy of the signed repair order signed by *********************. If any thing else is needed please reach out.Customer response
03/25/2024
I am rejecting this response because:
***** didnt give me any acknowledgment of what was needing to be done. I specifically asked to speak to the service manager and was told hes not here today so if that was the case, how did the service manager over hear any conversations? ***** told me I needed an alignment which I proceeded to tell her to do the alignment. I did not tell her or sign any agreement, saying to do a fluid flush or anything fluid to my car. Besides, an oil change the paper that is signed is the invoice AFTER all of the work was done that I didnt ask for that they made me pay for.Business response
03/26/2024
The other man that was referred to in the first message was the service manager. We are a highly regulated industry and do not do any work on a customers car without pre approval.Initial Complaint
11/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a car from them it didnt last 8 months had a warranty. They didnt give me a loaner its under warranty still wont look at te car .. I had to buy a new car to get back in goth to work .. Hyuandi is keeping my car until I cant pay for it anymore.. when they should fix it !! I have to have that car!!! They assured me it was a good car that would last for the four years I owed on it .. it didnt even last 8 months and a cylinder went outBusiness response
11/22/2022
We are sorry for your current issues with your car and are working as fast as we can to get it fixed and back to you. We are currently out of loaner cars at the moment, but if one becomes available we will let you know.Initial Complaint
09/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Late August, I took my vehicle to this dealership and they reported false information, charged me for work not completed and try to upsell me for parts that were not needed. I took my vehicle to another certified mechanic and they checked what was supposed to be wrong and reported to me that what they said was untrue and that they have experienced several issues like this from this dealership. I have paperwork from both places.Business response
09/12/2022
We have tried calling you multiple times and you haven't returned our calls. You came and got an oil change and had us look at your car. At the time we told you your car needed a turbo and you declined all work. We charged you only for the oil change and not for the diagnostic on your car, so there is nothing to refund. If you would like to speak to our service manager you can give him a call back. We also have all of the documents.Initial Complaint
09/01/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Purchased a 2022 Hyundai Santa **** from Hyundai of Asheville. Upon delivery of the vehicle, I noticed I had been given only one key fob to the vehicle. It is supposed to come with two. I spoke to the salesman about it, and he stated he would have to "order me one". Two months have past. I have tried calling this salesman and texting him. No reply. I called the dealer and asked to speak to a manager. I explained the problem and he said he would take my number and get back to me. I found out the salesman no longer works there. Weeks later, no reply. I emailed the General Manager and stated the issue. Never received a reply. I have paid for this vehicle and I am supposed to have two keys to it. I've only got one and no one seems to want to help me. Please, could you resolve this for me?Business response
09/01/2022
We will have a manager reaching out to ****************** shortly. The salesman that sold him his car no longer works here and this fell through the cracks, but we will make sure you get your key asap.Initial Complaint
08/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The service department at this dealership is incompetent and cant seem to diagnose my vehicle after its been there for more than one month. They also do not return calls despite leaving several messages over the course of a few weeks. Finally spoke to the service manager, *****, and his poor excuse was that they have a lot of vehicles needing repair. Worst customer service Ive ever received because there quite frankly is no service and no care for customer concerns.Business response
08/10/2022
We are sorry you are having issues we are definitely here to help. We have a lot of customers seeking our help as we are the fasting turning Hyundai shop in the area. It also looks like we were able to diagnose your car and it needs an engine. We told you that. Since we can't give you the service you deserve, I would encourage you to take your car to Hunter Hyundai, their wait time starts at three months. We hope they can help you.Customer response
08/11/2022
Complaint: 17699451
I am rejecting this response because:You never did tell me what was wrong with the vehicle, which is why I continued to call with questions. Most of my calls were never even returned. The Hyundai case worker told me several times they were waiting on information from the service department at Hyundai of Asheville, but they were not cooperating. Thats all on record, so why fabricate things? My vehicle has been there over a month now, so why not just do your job an repair it?
Sincerely,
*************************Business response
08/11/2022
Sir you were told your car needs an engine. If you want it to be covered by warranty you will need to be patient to make sure they will cover it. If you want it done at a snap of a finger it will be about $10,000. If you want to continue to call up here and be rude we can just have your car towed elsewhere. We aren't fabricating anything, nor going to deal with a rude customer. So please let us know which direction you would like to go!Initial Complaint
05/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We received service on our vehicle that took 4 months to finish. Once we received our vehicle back, they had left off the motor cover plus several other problems. We gave them a bad review, so they called us and ask us if they made it right with us, would we consider giving them a rescore. They asked if they put back $300.00 on our Credit card and sent us a motor cover for our vehicle, would that be suffice. So we agreed. They did put the $300.00 on our Credit Card but we never received the motor cover they left off our vehicle. We have called and text multiple times only for them to completely ignore our calls and no return calls or text. The service manager at the time was ******* who gave us his cell number. He refuses to answer text or call us back. I would like my engine cover sent back to us. This was of no fault of our own and they delivered the car to us this way, as this was an out of state service. We broke down on the interstate in their area. This was end of February and we still can get no call from them.Business response
05/09/2022
We are sorry to hear about your recent experience. After speaking with Forest he was under the impression we had already mailed the engine cover out to you, but if that is not the case we will make sure that we get a new cover out to you asap. As soon as we get the cover in the mail we will make sure we send you a tracking number so you can track it. Again we are sorry about your recent experience and will get this situation handled as soon as possible.Customer response
05/11/2022
Complaint: 17180396
I am rejecting this response because: when I get my engine cover, I will accept this response. Please email tracking number to **********************once this transaction has taken place. I will agree to accept terms.
Sincerely,
******* MondayBusiness response
05/12/2022
We will be in touch.Initial Complaint
12/21/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
2018 Hyundai ****** - ****** miles (***** miles past warranty) The engine fails and needs to be replaced.Repair cost ****** - Car purchase price 2 years ago (16,000)vin number - ***************** Company not standing behind their own product - outrageous repair cost - the **** up on the engine must be 100% - price should be half of what it is due to the year of the car 2018.Business response
01/05/2022
We are sorry to hear that your engine failed outside of factory warranty. When the customer came in we quoted the price to replace the engine the customer gave us the green light to do the work and we completed it. We understand that it being right outside of warranty is aggravating, but as a dealership we have no control of what Hyundai Motor America approves or denies. You could send a copy of the repair order to Hyundai customer care to see if they will reimburse you for the work that was done but that is outside of our control. Please let us know if we can do anything else to help you in the future.Initial Complaint
12/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought a 2019 Hyundai Tuscon on 12/9/2021. The salesman, *******************, sold me this vehicle stating it was AWD which was the whole purpose of buying a new car. We signed all the paperwork and took it home. The next day when putting insurance on it I noticed that the vehicle was not AWD it was actually 2WD. After calling the dealership they confirmed telling me to bring it back the next day. The salesman, ***** tried to sell us a 2022 Hyundai Tuscon when we went to return this vehicle. He said that they wanted to make the previous mistake right and he mentioned selling the new car to me for somewhere in the low ****** range. When we asked him to be more specific he originally said around ****** ***. The number they came up with after taxes,etc was ******, (****** ***). When we confronted him about the original price he mentioned he became extremely defensive. We said ok but you insisted that you wanted to make this right because you sold us a car saying it was AWD when it was not. **** said he actually didn't have to accept this vehicle back because we signed all of the paperwork and if he wanted he could tell us sorry that's not our problem now. He took it back because he was a nice guy. He went on and said he could probably get $500-$1,000 off of the new tuscon. When he came back out he offered it to us for $******. Quick recap first you sell me a car saying it is AWD, then say you'll sell me a new car for ****** ***, now suddenly its 35 ***/****** with taxes, THEN you tell us you could get $500-$1,000 taken off the *** price, and have the nerve to come back out with an offer of ****** after taxes. They took $120 off. Horrible experience. Poor professionalism. The point of this is, do not tell your customers something if you arent sure. He wasted our time and everyone else's. And on top of that he was EXTREMELY rude to my family.Business response
01/04/2022
***** we apologize for your experience and we will make sure that this issue is addressed with Clay.Customer response
01/04/2022
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,
*************************
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Customer Complaints Summary
15 total complaints in the last 3 years.
3 complaints closed in the last 12 months.