ComplaintsforNorth Freeway Hyundai

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have had multiple vehicle repairs performed on my vehicle through my extended warranty at the North Freeway Hyundai facility (attached). I took my vehicle to another shop for a second opinion in September 2022, because my car still was and still is not performing correctly (after being repaired at N Freeway Hyundai) and I could still feel and her grinding in my front end suspension (after North Freeway said they couldn't duplicate or find my complaint/problem). Well come to find out, ALL of the repairs done to my car at N Freeway Hyundai were not completed or job half done (pics attached from 2nd opinion). EVERYTHING that N Freeway said the repaired/replaced on my car is a problem. I have literally begged N Freeway to fix my car correctly and the Operations Manager , Tim Shipe, told me over the phone that I have NO 12 month or 12k mile warranty on the repairs/replacements on my vehicle and that he is terminating our relationship ( I gave them a poor review on their survey they sent me previously). I have emailed the owner, Tim Shipe and the service manager Brandon Burris (email attached) NO RESPONSE what so ever. I have reached out to the Texas Attorney General, Hyundai Corporate office (they told me to file with you), because the dealerships are independently owned.

• Initial Complaint

  08/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  My issues with NFH started last year in Dec 2021. I took my 2011 Sonata hybrid in for specific services(around $400) which I approved. They performed unauthorized services on my car totaling $1,281.28. Which I didn't have the money for so they said they would release my car but I had to pay for the services. Trying to be fare I made three separate until I paid the total. Fast forward to June 2022 I took my car in for oil change and left message for the mechanic to check the refrigerant level because the air conditioner would stop getting cold while car is in idle. I waited 2 hours after that I asked for my car because I had to leave. I was told that my a/c was not getting cold because my car was running hot and I should be it back for diagnostic ASAP. I said my car has never ran hot and proceeded to leave. I am very attentive I would have noticed if the gauge was up and the light had certainly never came on. Four days later my car ran hot for the first time. I took it in to have it diagnosed they emailed me a estimate for $1758.76 to replace the water pump and heater hose. I wanted it fixed because my car is my livelihood so I had to use there sunbit payment option because I need my car fixed. Three weeks after the repair the car was doing the exact some thing so I took it back and asked them to check to make sure everything was done correctly. They sent me a new estimate for a thermostat housing($1087.25) saying that was the problem and I asked why wasn't it caught doing the diagnostic test that I paid for they stated it was caused as a result of waiting to bring the car in. So reluctantly I had that done because I need my car and I don't want to buy a new car and have a car note. This morning I dropped my car off again with it doing the same thing! I would like a refund for previous unauthorized repairs. Also a refund for misdiagnosed repairs.

  Business response

  09/02/2022

  On June 24th, the customer brought her 2011 Sonata with 134,283 miles to us complaining of a faulty ac unit, but in fact the vehicle was overheating.  The customer declined service at that time, drove away, and returned on 6/28 with 134,600 miles and we replaced a water pump and hose.  We could see the water pump leak.  On 7/26 with 135,186 miles, the customer returned to have a cracked thermostat housing replaced.  On 8/13 with 135,439 miles, the customer returned with a fan motor not working. 

  All work was authorized by the customer.  Unfortunately, when a vehicle withe 135k miles is driven while overheating, many issues could occur including those experienced by the customer.

  The leaking water pump and cracked thermostat housing were plainly visible and correct diagnosis.    When the water pump was replaced, the fan motor was removed and could have been replaced with no additional labor.  We did not charge the customer any labor for the fan motor repair on 8/13 taking this into consideration.

  We would be willing to work with the customer regarding a refund for the fan motor which she paid $530.26.  Please have the customer contact our service director, Tim Shipe, to discuss.

   

  Thank you.

   

  Paul J. *******

  President                                                .

  Customer response

  09/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17785741, and have determined that this proposed action would not resolve my complaint.  
  I have recovered my vehicle from the business, however I’m requesting a refund for the payments I made for unauthorized services and replacement of valve cover. I’m requesting a refund for all the charges that where not directly related to resolving the issue that that where implemented by the diagnostic test. In direct relationship with the issue I was having with my car.
  
  Regards,
  
  
   
  

• Initial Complaint

  01/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to file this complaint against Hyundai Motor Co. America. I submitted a case with Hyundai regarding my 2013 Hyundai Sonata Hybrid on December 15, 2021 regarding the fact that North Freeway Hyundai dealership wanted to me to pay for the repair of the brake booster. North Freeway Hyundai diagnosed that the brake booster needed to be replaced on December 14, 2021. Let it be known that I brought my car to the dealership for the same issue on July 7, 2021 and after checking the vehicle, the dealership said there was an issue with the engine and it was a recall issued. They replaced the engine which took 2 months and diagnosed other repairs that I paid $816.38 for. Two weeks later, the same issue started again. My car displayed “Hybrid system warning…safely stop and DO NOT DRIVE”. The car immediately starts to slow down and comes to a complete stop while driving even on major highways. In my opinion, this is an extremely unsafe issue because it will stop any time, anywhere and cause an accident. I took my car back to the dealership where they told me that it would cost an additional $2,800. I complained because this issue should have been address back in July when it was initially diagnosed, and it was doing the exact same thing, but it was not. I filed a complaint with a case manager at Hyundai Corporate. The case number is 19092652. The case manager was supposed to call me within 7 business days but instead she emailed me on December 24, 2021, at 4:57pm asking me to describe the issue over again. She had documented this information in the original complaint/request on December 15, 2021. I emailed her all the details again on December 24, 2021 and called and email several times with no update. My car had been at the North Freeway dealership since December 7, 2021, this time around and up until Friday, January 14th, there was no response from the case manager named Valerie. She said would not pay for the repair because the warranty has expired.

  Business response

  01/17/2022

  During the July 7th visit there were a number of concerns, as well as an open recall 198 which deals which and engine inspection. During the inspection of the engine it failed the test, and because it has the engine warranty extension of 15year 150,000 miles it 

  was replaced under factory warranty. No problem was found with the brake booster during that visit. Vehicle did returned on December 9th, and during inspection found the brake booster has failed and needs to be replaced. 

  The brake booster is covered for 60 months or 60,000 miles from warranty start date with no extension of warranty coverage.  Vehicle is at 91 months, and 144,579 miles. The brake booster is out of warranty by 84,000 plus miles 

  and the dealership can not change the warranty. The customer would have to deal with Hyundai Motor of America which they have an open case with. 

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my 2016 Hyundai Sonata hybrid to north freeway Hyundai on November 8, 2021 for a recall service appointment. After being there for a numerous amount hours, I decided to go check on the status of my car since no one was keeping me informed in the service department. I was informed at that time that my vehicle had failed the recall inspection test and needed a new engine. I was to leave my vehicle in their care at that time. My car was in mint condition beside a few scuff marks on the rear bumper. No damages no where else. My car stayed at the dealership for almost 2 months under their care. I received a call on Wednesday, January 5, 2022 from Brandon in the service department to inform me that my car was ready. At the time I was in a enterprise rental. On Thursday, January 6, 2022 I went to the dealership to retrieve my vehicle. I parked the enterprise rental in the dealership parking lot as advised. I went inside and the cashier retrieved my information and invoice and I signed off on it acknowledging I was picking up my car. The cashier then went to pull my car up to the service lane to return it to me. Once I got my keys from the cashier, I went to my car and walked around looking for any imperfections before driving off. Once I got inside of my car that’s when I noticed my front windshield had a crack in it going from the left side all the way to the middle of my windshield. I was very upset and disappointed that this had happened and no one informed me of this. I went back inside the service department and reported it. Brandon went outside to inspect my vehicle. He stated it could’ve happened during a cold front but due to no cameras there, there was no proof. I filed a insurance claim with my car insurance company. I filed a claim as well through Hyundai motor company. I left a message for Tim Shike as well. No one has called in regards to this as of yet. I refuse to pay for this when it was under the dealership care. This needs to be fixed asap.

  Business response

  01/17/2022

  The dealership has contacted customer and has agreed to replace the windshield at no charge. 

  Customer response

  01/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  I am presently waiting for the windshield to arrive so that it may be replaced according to the dealership at this moment. Hopefully, everything is resolved soon. 
  
  
   
  

• Initial Complaint

  09/24/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On Saturday 09/18/2021 9 am Tinted window scheduled. After picking my vehicle while driving out I connected my cell and provided a message that there was moisture on the USB, see attachment. I also notice my air condition was not working as it should. I never left the parking lot and got back to the service department. I told them that the air condition wasn't working, and they took it back to the service shop. When I dropped the vehicle, the air condition was working and my cell was charging, it was strange that I was told that when the person doing the tinted window that it the air condition wasn't working. My biggest issue, in that case why they gave me my vehicle in that condition know that the car is brand new, and it has a warranty. The service Advisor Vanessa Forman drove it up to the customer pickup place so she should have told me if anything was wrong. I do have video where both the one who tinted the window and Vanessa were pressing the air conditioner buttons. In

  Business response

  10/11/2021

  The a/c control unit was replaced within a couple of hours after the customer's complaint that same day.

  We are not able to honor the customer's request for a replacement vehicle, as one warranty repair that took only hours to perform does not warrant a replacement vehicle. 

  We apologize for the inconvenience incurred by the customer.

   

  Paul *******

  General Manager, North Freeway Hyundai

  Customer response

  10/12/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   I am not asking for replacement of the vehicle, I am asking for them to be responsible and pay for the damage that was cause by their negligence.   Their personal that tinted the windows, somehow water went into the air condition and USB unit.  The USB unit was not fix during that time, in fact my USB is still not working.  I have emailed them and they refused to reply to my emails.  The original USB has damaged my 2 cell chargers and now I am having issue with my cell.  They are claiming that the air condition and USB was already not working while it was getting tinted.  Before arriving, I was doing Lyft and had a passenger before taking the car to the dealership and the air condition and USB was working fine.  When they gave me the vehicle, I notice the USB had moisture due that my cell pop-up a warning message that there is moisture in the USB.  I then notice the air condition was not working properly.  It took them the entire time they were open to fix the air condition but fail to fix the USB.  This cause damage to my other cell charger because I was thinking they fix all the items that was reported.  My question was if they knew my air condition was not working during that time, why would the not tell me due that it is under warranty.   They just don't want to be responsible for their negligence.  I have videos and at the last video show where the mechanic rip the cord from the camera.  He had no reason.  At this point, my lost is 2 chargers, my cell is not working as it should and camera is not working.  During that time that my vehicle was on the shop, I lost income because I was planning to do Uber and Lyft.   I have emailed them a couple of time and have not ask for a vehicle replacement.  They are not responding to my email or phone calls.  I live like 45 minutes from the dealership.  I need them to step up and take responsibility.  Their response is more to make me look bad.  I don't think it is a bad idea they replace my vehicle not knowing what other damage they have cause to my vehicle, but no I am not be unreasonable. 

  
  

  Business response

  10/12/2021

  We will be happy to look at the USB. Please have the customer call our service director, Tim *****, on his cell, ************ to make an appointment.  Mr ***** would like to be involved. 
  

  Thanks!

   

  Paul *******

  General Manager:  North Freeway Hyundai

  Customer response

  10/13/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   I spoke to Tim ***** and he is stating that he dealership won't take responsibility of the damage that they cause.  They feel it was already damage.   They feel they only need to fix the air condition and USB but if the USB cause the damage to my USB Charging Cords or camera that was removed by the mechanic.  They also don't want to pay for the lost time for their negligence.  Water leak into the system when they were doing the tinted window but they do not feel it their responsibility.   I took the vehicle in working condition and came out with the USB and air condition unit damage.  They are stating because it is under warranty they can damage the vehicle and will not pay for anything else that gets damage that is not part of the vehicle warranty.    
  

  Business response

  10/15/2021

  Unfortunately, we disagree with the customer.  

  We will not pay the customer $200 for the time it took to perform the warranty AC repair which is the money the customer states he could have earned as an Uber driver.

  We do not believe the dealership is responsible for the USB ports malfunction (if it has malfunctioned) or the defective cords, camera or phone.  We have not had the opportunity to diagnose the issue with the USB, but if a diagnosis supports the claim that the USB port is responsible for the additional damages, we will support the customer's efforts to be reimbursed under warranty.

  Paul *******

  General Manager:  North Freeway Hyuundai

  Customer response

  10/18/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  I have attachment that shows where my cell discovered that the USB has moisture, this happen when the vehicle was provided to me after they Tinted the windows.  They are not being reasonable, not even to be responsible for the charger that items that cause damages from attaching the phone to the USB.  I can show proof that my vehicle had no issues before taking my car to the dealership.  If my USB and air condition was damage before, I would have taken my vehicle to the dealership knowing that I have warranty on my vehicle.  As for them, they stated that when the vehicle was tinted, they notice the air conditioner was not working.  My question which I have provided a great answer, why would they not tell me about it?  Why will they give the customer the vehicle in a condition that it will blow hot air during the summer.  Speaking to MR ***** they will not be paying for anything, no compromise.   I have a friend that has connection with the media and Lawyer, and I am not leaving this alone because i feel that I am being bully and i feel that my name is something that make me think how unfair I am being treated.  I am sure if my name was John, they may consider on providing the service that is reasonable.  I am a veteran and worked hard and all I am asking for them to be fair.  To answer the question, I have been asking.  If they knew there was an issue with my vehicle, why did they return my vehicle in the condition they did.   I am taking to have my USB fix in another dealership, they are waiting for the part to get in.  What make me think that the dealership in question will have the answer by me taking the vehicle to their service department.  They will have to order the part and plus trust issue because they should have provided my vehicle in the condition I brought it in.  Even if they would have told me that the air condition was not working, I would have understood but they fail and were hiding that from me, hoping that I would drive out and later found out the issue.   
  

• Initial Complaint

  09/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 05/14/21 I purchased a brand new Santa Fe Calligraphy from N. Frwy Hyundai. It immediately developed a rattle in the dash, then it started leaking oil. When I took the car in for repairs, I showed the service tech where the rattle was coming from. After my car had been in there four days, they said they wouldn’t attempt to fix the rattle since they couldn’t duplicate it. I became angry as a result of the callous disregard for the inconvenience they were causing me, but instead of examining the roll their poor customer service played in making me angry, the Service Manager told me that they would no longer honor warranty claims on my brand new 2021 car at their dealership. I later called Hyundai’s national customer service line and was told that taking a video of the rattle and showing it to the dealership would have been sufficient for a warranty claim, but the dealership didn’t bother to tell me that before I brought the car in.

  Business response

  09/04/2021

  Mr. ****** is welcome to bring his vehicle to the service department, however, I do insist he contact me prior to arrival so I can be involved with his vehicle and the intermittent rattle.

  Paul Peebles

  President

  North Freeway Hyundai    Cell:  ************

  Customer response

  09/15/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  Regards,
  Tyler ******
  
  
   

  
  

• Initial Complaint

  06/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We test drove the car. It CLEARLY had transmission issues. I said that we need to pass on this car. The salesman kept saying "oh that is just because it is a sporty car." Somehow we fell for that. Now, we have dealt with two recalls on the transmission, where one took 30 days to repair. Also in this sale, the salesman pushed this "Tire/Wheel/Windshield *Insurance* Plan" for a whopping $995. The salesman pushed the fact that it covers "EVERYTHING" ANY time we would need the wheels, tired or windshield replaced. Fast forward to now. We have a nail in the tire. We were told that they do not have the tire size and to go to Discount tire and also, these tires are worn, and that is not covered. Well we were told that they were, as that was the entire basis of the salesman's push for us to add this. And to add, we received no detailed paperwork on this so-called "insurance program." We were mislead and want our $995 back since we were lied to.

  Business response

  07/06/2021

  After reviewing the complaint and speaking with the customer, we have agreed to cancel the product and refund the $995. A check will be mailed to the lienholder. 

• Initial Complaint

  06/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 3, 2021, I purchased a 2018 Santa Fe from North Freeway Hyundai in Spring, Texas. I saw the car but it didn't have a Navigation system or Apple Play. Although I liked the car, I told the salesperson, Tony Urbina, that unfortunately I wouldn't purchase the car because of it. After discussing the issue with his sales manager, Chris North, I was assured that they could upgrade the system. I was told it would take 2 weeks to get the system and I was given an "We Owe" form. After two weeks, I contacted them to see about the status. I was then informed that because of the pandemic, there's a chip shortage. I personally went down to the dealership where another salesperson told me that they would be able to get the system in two more weeks. Two more weeks have gone by, I called again. Chris North told me that his hands were tied and I was stuck with the car. This is unacceptable since I only bought the car because I would get an updated system.

  Business response

  06/19/2021

  The radio has finally arrived, we are waiting on the Bezel.  Thank you for your patience.

  North Freeway Hyundai

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