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:06/26/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for repair of my sons motor they said it was fixed and I had a 12 month 1200 mile warranty it mad it 1 day and blew up again

  Business Response

  Date: 07/08/2025

  We have reached out to Mr. ***** via telephone. We will reach back to him on 7/9/2025 via phone again. 

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been working to resolve the damage my 2024 Hyundai Tucson incurred as a result of an incorrectly performed recall repair at Keith Hawthorne Hyundai of Gastonia on May 2nd of last year. My car has been unusable for over six months and has been physically at my new dealership, ******* Hyundai of *********** in *******, ***, for over a month. They have extensively investigated and assessed my car and still possess it. ******* has quoted the repairs to my vehicle at $47,000 and specifically indicated that the faulty recall repair was the source of the damage. After two cases with Hyundai corporate and extensive coordination with my current dealership, Hyundai corporate has advised the managers at Keith Hawthorne to file a claim with their insurance to resolve the situation. I have an email from my last corporate case manager attesting as much. (Case #********). The general manager, ******* *******, called me back today after I had tried to reach him by phone and email for the better part of this week. He stated that he firmly believed Keith Hawthorne Hyundai is not responsible for the damage and that Hyundai corporate should deal with it. After which, I called Hyundai customer care again and they re-affirmed to me that corporate cannot do anything in this case because it is a worksmaship issue by the dealership. My car also now has expired registration, because it would not have passed inspection, and has been accruing interest on that late fee. I was advised by both my current dealership and the *** to wait on taking any action to address this until it can be determined if the car will be totaled. I have a disability relating to a back injury and my car was specifically good for my back. Being without it has been extensively problematic. This entire process has also been extremely stressful and Keith Hawthorne's unwillingness to cooperate leaves me with little faith that this can be cooperatively resolved with my or my new dealership's efforts alone.

  Business Response

  Date: 05/06/2025

  Dear [****** *********],
  
  We have been in contact with you regarding this matter to clarify Keith Hawthorne Hyundai's position. As an organization, we are committed to ensuring customer satisfaction; however, our assessment indicates that the situation you experienced was not attributable to Keith Hawthorne Hyundai.
  
  We trust that this explanation is helpful in understanding our perspective.
  
  Sincerely,
  
  ******* *******
  General Manager
  Keith Hawthorne Automotive

  Customer Answer

  Date: 05/07/2025

   
  I am rejecting this response because:
  
  If this situation were the responsibility of any other party, I would have resolved it with them by this point in the very long process I have had to undergo up to this point. Hyundai corporate, ******* Hyundai of Wake Forest, and my insurance company have all found that the origination of the damage was the recall repair performed at the Keith Hawthorne Hyundai of Gastonia dealership. I have attached to this message a document detailing the procedures ******* Hyundai of Wake Forest used to confirm the source of the water intrusion. These are the facts of the matter I am dealing with in trying to resolve the state my car is in and the loan I am still paying on it, among many other things.
  

  Business Response

  Date: 05/23/2025

  I have reviewed this situation multiple times. However, a significant amount of time has passed between the repair orders. At Keith Hawthorne Hyundai, our goal is always to ensure customer satisfaction in our parts, sales, and service departments. We regret that the vehicle wasn't brought back to us nor was it handled  in a timely fashion. This would have allowed us to address this with the manufacturer more effectively. With all that being said at this point and time there is nothing else we can do at this time. 
  
  
  Sincerely,

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

  
  

  Customer Answer

  Date: 05/28/2025

   
  I am rejecting this response because:
  
  We reject Mr. ********* response to this claim because a claim was made to Keith Hawthorne Hyundai following the discovery of the defective workmanship of Keith Hawthorne Hyundai that was performed on May 2nd 2024. The windshield that was allegedly replaced by Keith Hawthorne Hyundai leaked on October 2nd 2024 following a significant rain event. Keith Hawthorne was notified immediately upon the inspection of this vehicle that showed that the windshield installed by Keith Hawthorne had leaked. This is evidenced by emails dated to December, as in those from December 23rd and 27th of 2024. Under no circumstances did the claimants delay in notifying Keith Hawthorne of the defects immediately upon discovering their workmanship issue and it is insulting, and there is no legal grounds to suggest, that we, as claimants, delayed reporting the claim to Keith Hawthorne per the documents attached to the original complaint. Attached here is also a timeline that contradicts everything Mr. ******* suggests.
  

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put a deposit on a car in 2021. I have changed my mind about buying the car and I am requesting the deposit to be returned. The dealership refuses to return the deposit and will not return a call.

  Business Response

  Date: 03/20/2025

  Good afternoon Mr. ********************** appreciate you reaching out to address this matter. During the COVID-19 pandemic, Keith Hawthorne ********** initiated a practice of accepting deposits for vehicles to secure customer orders. Unfortunately, due to production constraints at Hyundai Motor of America, many of these orders could not be fulfilled.
  
  
  To mitigate any inconvenience, we made every effort to contact affected customers and inform them of the situation. I regret to learn that there has been a lapse in communication regarding your specific order. Please note that we have processed a full refund of your deposit, which should now be reflected in your account.
  
  
  We deeply regret any inconvenience caused by this situation.
  
  
  Sincerely, ******* *******
  

  Customer Answer

  Date: 03/20/2025

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

• Initial Complaint

  Date:01/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saw a 2022 ******** ******* online for sale for $19,700. I reached out to the dealership FROM THAT AD to schedule a test drive. I went in on 1/9/2025 with a loan approval letter from my own bank. The sales person or financial advisor there ran my credit to get offers from other banks, WITHOUT my consent! I log into my payment portal today to check my monthly payments, only to find out the total amount of loan they took out for my car was $30,000! I called to find out why, and they told me the list price on the car was over $25k. So the internet price I saw and inquired about jumped up $6k without my knowledge. Not once was the final amount financed discussed with me, ONLY the monthy payments. When talking to the financial advisor over the phone about this, he told me it was my responsibility to look over my paperwork (that was on a flash drive that I had no acess to at the time). No actual papers were printed out for me. I told him it was HIS responsibility to fully disclose that information with me. They pulled the bait and switch on me hard!

  Business Response

  Date: 01/30/2025

  I have reached out to Mrs. ********** via phone on 2 occasions leaving 2 voicemails. We are striving to resolve this issue so we will await the call.

• Initial Complaint

  Date:01/25/2024

  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 12/27/23, I brought my Santa Fe (2014) in for a routine oil change and was informed the break pads needed to be changed. I told the service manager, ******, that I was fine with replacing the break pads, but that the engine light was on as well, and that we had been burning a lot of oil, which was unusual. He advised me that we could run a check on the oil and I would need to bring the car back in 1k miles--I agreed.After paying over $700 for break pads, and being told my car was fine, I drove to the mountains with my children. Car seemed okay. On 1/8/24 (12 days later) I nearly died in the middle of an intersection when my car COMPLETELY STOPPED WORKING. I couldn't steer, the power was completely off, and only by a miracle did I manage to get the car into a safe place, where I had it towed to Keith Hawthorne Hyundai. 1/19/24 I finally heard from ****** that the engine was dead, due to carbon buildup (which has never been mentioned before, in all 9 years of owning this vehicle) and that the engine is beyond repair. I asked for options and ****** said that we can scrap the car (they would pay $500 for it, less than the price of the new break pads) or we could replace the now-obsolete engine with a similar one, with 90K miles on it, for $14k. Apparently the carbon buildup is a common issue with Hyundai engines, but no one EVER said anything to us. This dealership has done all the oil changes and maintenance for years.I've never written a complaint before, but the way the dealership handled this traumatic and extremely expensive emergency--from the long wait time, to the lack of customer service, to the refusal to help in any way when this feels like a terrible situation that could have been prevented with better communication--and I'm sick over it. We thought highly of this dealership, but now I'm not sure if I want to ever return. They let us down. No one ever mentioned the carbon buildup issue, and now we have a huge financial problem and no help.

  Business Response

  Date: 02/05/2024

  Good Morning,
      We have spoken to our service manager about this customer and he states that the carbon buildup is an issue with the 4 cyclinder engines and the customer has a V6 3.3 that is not affected by this recall. We have not torn down the engine to find the exact cause for her engine failure but it is likely due to low oil pressure.According to ****** the customer has only had 17 oil changes in the life of the engine and it should have had ***** in that time frame. We are submitting a Prior Approval with Hyundai to see if they will offer any Goodwill towards the replacement of a new engine and are still waiting to hear back. As soon as we hear back from Hyundai we can figure out the next step to helping the customer.

  Customer Answer

  Date: 02/06/2024

   
  I am rejecting this response because:
  

  I appreciate contacting Hyundai for a prior approval to replace the engine. Sincerely, Thank you.
  We began utilizing Keith Hawthorne Hyundai after completing 12 oil changes in *******, where we lived and purchased the vehicle originally. So I'm assuming the Carfax report is for the 17 oil changes we've had done at the dealership. That brings the total to 29.
  
  I brought the car in 12/27/23 and told ****** that the car had been acting funny, and that I think the oil is burning fast or that something else strange is going on. He said they found nothing, and like I said previously, we agreed to bring the car back after ***** miles to check the oil levels. I didn't even make it 100 miles before the car completely died--12 days later. I have an issue with the level of service conducted--it is incomprehensible to me that I was assured the car was fine and then it dies within two weeks. I have an issue with the fact that I told them I thought there was a problem and they--experts on this vehicle--assured me that nothing was wrong. I do not know a lot about cars, but I pay Keith Hawthorne Hyundai for THEIR expertise. And now my car is unusable. It's impacting my ability to work. I am just so incredibly unhappy with the length of time this is taking to resolve, and the inability for anyone at the dealership to call us back--we've left multiple voice messages and notes for *************************** (who did call me 1/30 and has not returned any of our messages thus far). 
  
  
  

  
  

  Business Response

  Date: 02/13/2024

  We here at Keith Hawthorne Hyundai have communicated with the manufacture in trying to assist ***************** on a resolution for this situation. We want to communicate with her on what we have resolved. We have called and left three messages with the customer, last being 02/13/2024 at 1:18 pm. We just want to talk to her on the phone. We need to schedule a call that's good for her so we can talk to get this to a resolution. Just let us know a good *************. Thank you so much. 

  Customer Answer

  Date: 02/18/2024

   
  I am rejecting this response because:
  

  We appreciate the dealership contacting Hyundai. 
  
  Both me and my husband have called ***************************** multiple times over the last couple weeks. I have left voice messages and notes with a receptionist at two dealerships (Keith Hawthorne Hyundai in ****** and Keith Hawthorne **** in Belmont) and have asked him to text me if he cannot get ahold of me by phone due to my busy work schedule. I left my email on a voicemail and with a receptionist to coordinate a time to call so we don't keep missing each other. I can provide dates and times for seven attempts to make contact in the last week and a half and we've received no response. I will attempt to call tomorrow (2/19/24). I don't understand how we cannot get this settled.

  
  

  Business Response

  Date: 02/20/2024

  Hello,

      ****************** has tried to call the customer on four different occasions and had not received a message back until today. The customer was able to contact ****************** via email today and they have scheduled a time to speak at 2:30 pm on February 20, 2024.  

• Initial Complaint

  Date:01/02/2024

  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.

  My engine failed, which I think theres a lawsuit about that right now, I was told by the mechanic at Keith Hawthorne Hyundai in ******** ** that he could repair the car for $400. He charged me $6100. They lied to me time and time again. Had my car for over a month. Told me they would reimburse my expense of a rental car that cost me $2000. I e emailed, called and nothing has happened. I know theres a lawsuit about the engines so Im not sure why they even charged me to fix it, but to lie to me and tell me $400 then charge me $6100. They also kept my car for over a month. First they said a week. Then two weeks. They ended up having it for a month and a few days. I need something done. At least reimbursement for the rental. I e sent them what they said they needed and all I get is the run around. My case number with them is ********

  Business Response

  Date: 01/09/2024

  Hello,

  After speaking with the Service Manager we found that the customer did not have engine failure. She came in due to her check engine light being on which was on because the thermostat sensor failed. That was replaced along with axles, a new battery, four new tires, an alignment, replaced the serpentine belt, complete coolant flush, the valve cover gaskets were replaced,performed recall 210 at no charge, replaced spark plugs and Hyundais top engine clean due to low oil in the vehicle.

  
  There is a lawsuit with Hyundai engines due to rod bearing failure but the customer does not have that issue.

  
  We also put the customer in a loaner vehicle for two weeks with no charge on October 31 through November 15 ********************* on the axles to come in.
  All work done on the vehicle was approved by the customer and I have included the work order that she signed off on that approves the work.  I have also included a copy of the lease agreement that shows she was in a loaner car for two weeks.

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased our 2012 Tucson new from Keith Hawthorn and was promised the Keith Hawthorn lifetime warranty as long as we owned the car. Several years ago during the pandemic I contacted Keith ********************* about Hyundai recalls for our vehicle and there were always obstacles with scheduling, parts availability, etc.. Now Keith Hawthorn is telling me that the service campaigns are closed and they will not honor the repairs needed. We bought our car new from Keith Hawthorn and trusted that their warranty along with Hyundai warranty would be backed. Now all they want to do is have a sales person call me and try to sell me a new car! I also inquired about the fuel incentive rebate program for our vehicle which we chose to take the per mile rebate rather than a one time payment and Keith Hawthorn has indicated that that program is no longer active!

  Business Response

  Date: 08/10/2023

  I have contacted ************ and left him a message to call me back, so we can figure out the disconnect. 

  Customer Answer

  Date: 08/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. Unfortunately my day did not allow me time to return a call to Keith Hawthorn. ****** in the service department helped me addressing recalls and identifying that the prior recalls were addressed. Additionally ****** advised that he updated the mileage for our vehicle as needed for the fuel incentive rebate program from Hyundai Motor ***. I wish that I could have spoken with ****** to start rather than the first two interactions where I was given inaccurate information. 
  Thank You
  
  Thank you.