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:05/15/2025

  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.

  On April 19, I dropped off my Hyundai Palisade at Safford Hyundai of Springfield after experiencing complete power steering failurea major safety concern. Warning lights for the battery and power steering had appeared the previous day (April 18), and the vehicle became undrivable. Fortunately, this happened in my driveway and not on the road.I did not receive any communication from the dealership for over three weeksno calls, emails, or texts. I tried repeatedly to contact the service manager, ****, but was either transferred endlessly, kept on hold for over 20 minutes, or promised a follow-up that never happened. Only after I submitted a formal complaint to Hyundai Corporate did someone finally return my call.When **** finally responded, he informed me that the issue was a repeat of a previous problem: an oil leak from the oil filter housing. That exact issue had previously been repaired under my extended warranty. This time, however, they claimed the repair would not be covered and gave me an unofficial verbal quote of just under $2,000. The part itself (an alternator) costs about $550, which means labor was being priced at over $1,400a suspiciously high amount. I began to question whether this inflated quote was retaliation for escalating the matter to corporate.I paid $225 for diagnostics out of pocket and ultimately towed the vehicle to my independent mechanic (towing was at a cost of $180). My mechanic completed the full repair for $1,250. He also confirmed that oil had leaked into the alternator as a result of the previous repairin other words, the original service at Safford Hyundai not only failed to resolve the issue but actively caused further damage.This repair should have been covered under the extended warrantyand the damage was worsened by dealership negligence.I am seeking full reimbursement of the following:$225 for diagnostics $180 for towing $1,250 for the actual repair completed by my mechanic Total: $1,655

  Business Response

  Date: 06/03/2025

   In reference to complaint *********** 
  
  The original repair was for an oil leak. Once diagnosed, the vehicle leaked oil from the oil filter housing, which sits near the bottom of the engine. That repair was completed, and the car was returned to the customer. Regarding the diagnosis/repair of the alternator, the technician noticed oil had leaked into the alternator, but that leak came from the oil filler cap, which sits above the alternator. When inspected, the seal from the oil filler cap was missing, which caused oil to escape and leak into the alternator. If the alternator failed based on the oil filter housing we repaired, I would be happy to find an agreeable resolution. However, the failure was based on a different component.  
  If you would like to discuss further, please feel free to contact me.
  
  ****** ******
  GM
  Safford Hyundai
  ************

  Business Response

  Date: 06/03/2025

   In reference to complaint *********** 
  
  The original repair was for an oil leak. Once diagnosed, the vehicle leaked oil from the oil filter housing, which sits near the bottom of the engine. That repair was completed, and the car was returned to the customer. Regarding the diagnosis/repair of the alternator, the technician noticed oil had leaked into the alternator, but that leak came from the oil filler cap, which sits above the alternator. When inspected, the seal from the oil filler cap was missing, which caused oil to escape and leak into the alternator. If the alternator failed based on the oil filter housing we repaired, I would be happy to find an agreeable resolution. However, the failure was based on a different component.  
  If you would like to discuss further, please feel free to contact me.
  
  ****** ******
  GM
  Safford Hyundai
  ************

  Customer Answer

  Date: 06/04/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23336433
  
  I am rejecting this response because I had it inspected by another dealer and they confirmed that the oil leak was a cause of your previous repair. You don't want to honor it, so be it. I'm not going to suffer for a few hundred dollars, but I will make sure to go out of my way to anybody I speak to about cars, to stay away from yours and more specially from your dealership. Not doing the right thing, ignoring customers for weeks without notification, and being dishonest, is not a way to do business. 
  
  
  Regards,
  
  ****** *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/29/2024

  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.

  I am writing to formally file a complaint regarding unresolved issues with my 2022 Hyundai Palisade and the managers mishandling of the situation. The dealerships negligence and failure to address key issues have left me frustrated and without resolution.Summary of Issues 1.Oil Filter Housing Unit:After repairs were completed, my vehicle began leaking oil. The dealership determined that the oil filter housing unit was cracked, yet they have denied responsibility, claiming it was unrelated to the accident or their repair work.The vehicle was in their possession for over two months, during which this damage should have been identified or repaired.2.Transmission Warning Light:The transmission warning light is now on, and the dealership acknowledges a fault code. However, they are requiring me to pay a diagnostic fee to investigate further, despite this issue being covered under Hyundais 100,000-mile powertrain warranty.3.Rental Vehicle Dispute:Hyundai provided a rental vehicle, but the dealership has asked me to return it before these issues are resolved. I believe I should retain the rental until my vehicle is fully repaired or replaced.Request for Resolution I am requesting the following actions from Hyundai Corporate:1.Accountability for Repairs: Ensure the dealership repairs the oil filter housing unit at no cost to me.2.Transmission Repairs Under Warranty: Cover all diagnostic and repair costs for the transmission issue under the powertrain warranty.3.Retain the Rental Vehicle: Allow me to retain the rental vehicle until my Palisade is fully repaired and deemed safe to drive.4.Formal Response: Provide a written response explaining how Hyundai will address these issues and ensure accountability at the dealership level.I have been a loyal Hyundai customer, and I trust that ********************** will act swiftly to resolve this matter.Thank you for your attention to this issue.

  Business Response

  Date: 01/04/2025

  Thanks for bringing this to our attention, we have been in contact with your insurance company and the manufacturer and looking to have resolution to the concern shortly. Thanks for bringing this to our attention, We have been in contact with your insurance company and the manufacturer and looking to have resolution to the concern shortly.

• Initial Complaint

  Date:12/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been experiencing an issue with excessive oil consumption. Specifically, I have been adding approximately six quarts of oil every two weeks. While I understand that this can be a known issue with certain Hyundai models, the rate at which oil is burning in my vehicle is excessive and concerning.Upon arriving at the dealership, I was informed that I would need to make an appointment online. Unfortunately, the earliest available appointment was four months out. When I called the dealership to request assistance, I was advised to schedule an appointment as well, and when using their online chat option, the bot repeatedly redirected me to a sales associate, even after I specifically requested service support. Despite several attempts over the course of weeks, I have yet to receive any direct contact from the dealership regarding this issue.This lack of communication and customer support is both unacceptable and incredibly frustrating.Additionally, the vehicle does not have an onboard oil level indicator, and the oil dipstick has proven to be inaccurate, sometimes showing oil levels below the minimum, only to later display as full after a short period of time. I have followed the manufacturers recommendation of allowing the car to rest for five minutes before checking the oil level, but the inconsistency ********** a result of these ongoing issues, I find myself in a situation where I must continue adding large quantities of oil to the engine every couple of weeks, an untenable solution. I previously experienced a similar situation with a Hyundai Tucson, where I had to replace the engine at a personal cost of over $10,000.Should this issue not be resolved in a timely manner, I will be left with no option but to explore further action, including legal recourse.

  Customer Answer

  Date: 12/09/2024

  The three things your asked:

  -warranty. Im not asking for a warranty claim, I dont mind paying for service. I just want to be helped. Dealership has not been responsive. Please read the complaint for details.

  - receipts. I have no receipts except for the previous engine swap. But for palisade I have not been serviced which is why I am submitting a complaint.

   

  - other documents. I have not been helped therefore I have no additional documents.

   

   

  Business Response

  Date: 01/04/2025

  Thanks for bringing this to our attention. We have checked our records, and we see your appointment in our system, however we dont see any records requesting further assistance. Our service Manager will reach out to you personally to address your concerns at the number listed in your profile.    

  Customer Answer

  Date: 01/11/2025

  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. 

  The case manager that was assigned to me did an excellent job managing the appointment and following up with me. The service manager at the dealership was also great to work with. They fixed my vehicle. Thank you. 

  
  Regards,
  
  ****** *********
  

  
  

• Initial Complaint

  Date:08/05/2024

  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 vehicle was towed to this shop over two months ago after an attempted theft left it unable to start. I have experienced severe issues with the service provided by this repair shop and their lack of communication.The key issues are as follows:Prolonged Repair Time: My vehicle has been at Safford Hyundai of Springfield for over two months. The initial problem was a broken steering column due to an attempted theft. While this part was repaired, my vehicle still will not start.Lack of Communication: Despite numerous attempts to reach out to the repair shop to understand why my vehicle remains non-operational and whether the issue is related to the attempted theft, I have received minimal to no response. This lack of communication is unacceptable and has left me in a difficult position.Insurance Claim Complications: ******************** has closed the claim and is awaiting feedback from the dealership to determine the next steps. However, the repair shops unresponsiveness has hindered this process, leaving me in limbo.Due to these issues, I am extremely frustrated and dissatisfied with the poor customer service and lack of professionalism exhibited by Safford Hyundai. I believe that potential customers should be aware of these problems and that Safford Hyundai should be held accountable for their actions.I kindly request the BBB to intervene and assist in resolving this matter. Specifically, I seek the following resolutions:A detailed explanation regarding why my vehicle still will not start.Timely communication from the repair shop to both myself and my insurance company.Prompt resolution and repair of my vehicle.Thank you for your assistance in this matter. I look forward to your prompt response and a resolution to this ongoing issue.

  Business Response

  Date: 08/22/2024

  **********

   

  Thanks for brining this to our attention the vehicle has been repaired and is ready for pick up.

   

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

• Initial Complaint

  Date:02/12/2024

  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 7/20/23, I took my Hyundai vehicle in for a warranty repair - the axle boot was leaking. After the repair was completed my vehicle started leaking oil. I had my car examined and it the leak was coming from the oil housing. I made an appointment for that to be repaired under warranty. I had to wait over a month for an appointment (1/8/2024). I dropped my vehicle off in the morning and was told it would be ready that day. I texted multiple times to see if I could pick up my car and never received a response. I called near closing time and was told my vehicle was ready (with no mention about them being unable to perform the repair). As I was walking into the service area to pick up my car I get a text saying they could not repair my car because someone had put silicone on it "to cover up" the leak. I told them this wasn't possible and they said I needed to call back and speak to the manager, who was already gone for the day. I called back the next day and left a voicemail and have called a few times since and he has NEVER called me back. The silicone they claimed was on my housing was actually axle grease/lubricant leftover from the repair THEY performed. I took it to another Hyundai dealership to have the leak repaired. They confirmed there was no silicone and it was axle grease and partially fixed my leak under warranty but said part of the leak was due to damage from the axle repair this dealership performed. THIS SERVICE **** DAMAGED MY CAR, LIED ABOUT IT, REFUSES TO FIX IT, AND WON'T EVEN RETURN MY CALLS TO TRY TO RESOLVE THE MATTER.

  Business Response

  Date: 03/05/2024

  I Spoke to **************** in reference to her repair and our sister location has ordered the parts needed to repair her vehicle when the part arrives. If there are any questions in regards to this matter please feel free to contact me.

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

  Safford Hyundai

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

   

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 30, 2023, my 2016 Hyundai ***** ** ***** completely shut off while at an intersection in Springfield VA. I was with three of my girlfriends celebrating time together before my deployment on 2 October. My car was towed to Safford Hyundai in Springfield where I have my car serviced. My service advisor assured me l would have my car tended to and he would keep my best friend apprised while deployed. After 6 weeks of calls made to the dealer, visits in person and an email to Hyundai, l finally know what happened. My car among 23 others at the same dealership has the same power rain related component failure resulting in engine failure. The engine needs to be replaced and a minimum of 4-5 months is expected for delivery of an engine. This is unacceptable. I am overseas serving my country and have no confidence that l will have a car when l return at the end of March. My car is still under warranty. I am among 23 others at the dealer and likely hundreds or more across the nation. I need my car. I need your assistance to help me and others that are now victims of manufacturing issues they have known about for years but no recalls were made.

  Business Response

  Date: 11/25/2023

  RE: Complaint ID ********
  

  ************
  Your engine has been approved for replacement by the manufacturer and the vehicle is scheduled to be repaired in the next few weeks. If there are any other questions or concerns in regards to this matter please fell free to contact me .

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

  GM

  Safford Hyundai

• Initial Complaint

  Date:08/02/2023

  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.

  01 Aug 2023 update: Drove to the dealer on Wed. 19 July because my sunroof wouldn't close and no one was answering the service line phone. Got the car checked in, the rep said she'd get someone to look at it. Ninety minutes later she offered to get me a shuttle home because they still hadn't looked at it and might not get to it today. Followed up Friday, she said the warranty repair hadn't been approved yet (the car is a lease). I called again the following Tuesday (25 July), she said it had been approved and she was going to order the part, expected to take 2 days. Didn't hear from them again until I called the following Tuesday. Rep said the part had arrived and they'd install today. I emphasized AGAIN that I needed a vehicle to get to work and hadn't had one for 2 weeks now. No loaner available, no offer for a rental voucher. Rep did not return the vehicle repaired that evening as she had guaranteed.

  Business Response

  Date: 09/05/2023

  To Whom it may concern based on our records the repair was completed on 8-9-23  RO#*****. If that is not correct please feel free to contact me.

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

  Safford Hyundai

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

  Customer Answer

  Date: 09/14/2023

  [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 is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:06/22/2023

  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.

  The ONLY person at this dealership who was friendly was the finance manager. Tried to make a good deal and left since deal could not be reached, reconsidered and tried to call back, No one was ever at their desk to answer the phone, texts sent with no response; finally was told there may be a deal if the car wasn’t sold over the weekend (after driving 2.5hrs to give our business); told that the 3 recalls on the vehicle were not important (even though the one said the hood could fly up and block vision possibly causing a crash). The car buying process took incredibly long for no good reason; we asked to take a measly $130 something off and they wouldn’t; they would not give us a half tank of gas for full; the car was in decent condition when test driven, said car was moved and when we went to leave after purchase, there was a nick in the windshield that wasn’t there. We were accused of it happening when we left even though we did not leave the lot; argued with the accuser; what was to be the customer service “manager” came out very defensive and would not help; asked for the inspection report, never got it; asked for the general manager’s information and was told, “no, and that’s a capital NO”; was also told there was no window for return and that policies were in place in Virginia. Left dealership extremely disgruntled. WORST CUSTOMER SERVICE EXPERIENCE EVER!!! They only wanted our money and that vehicle off the lot.

  Business Response

  Date: 07/22/2023

  Complaint ID ********

  In reference to the above complaint:

  I sincerely apologize for the inconvenience you experienced while visiting our dealership, Its our goal to insure that our customers receive excellent treatment. It seems like that was not accomplished when you purchased with us. I would like to offer a subsidy $300 to go towards the replacement of the windshield, if you choose to have it replaced now or in the future . I understand that will not change your buying experience but hopefully it will help moving forward. If this is acceptable please let us know and we will have a check mailed out to you.

  Customer Answer

  Date: 07/27/2023

  [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 is satisfactory to me. 
  
  Regards,
  
  *************************
  

  Customer Answer

  Date: 09/01/2023

  This company NEVER sent the check they said they would and it’s been over a month. They are terrible and I want this revisited. I will reopen this case if I have to!

  Business Response

  Date: 09/04/2023

  I apologize we missed the communication back on 7-27 . We will overnight a check to you on 9-5

   

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

   

  Customer Answer

  Date: 09/15/2023

  Response was delayed because the “overnighted” check from the last response was just sent on 9/13!!! It is now resolved.

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the extended warranty that the dealership offered when I bought a new ******** in 2020. In AUG 2022 I traded it in at another dealership and they told me I could get a refund for the unused warranty. When I called Safford, they told me I had to fill out the form IN PERSON (I am active duty Army and live in TX now). It's the digital age and they wouldn't let me scan or fax it. So I fly to VA in Sept, fill out the form with finance on Sept 11th. This dealership (which makes millions) owes me $800 from 6 months ago and they won't even return my calls now. I can't talk to the manager because they'll only transfer me to VM. I've been extremely patient and respectful this whole time and now it's too inconvenient for them to actually help a customer... I tried to call Hyundai corporate and they said it's a Dealership issue and they won't help. I just want to talk to a real person (Sr manager) besides a receptionist and have them give me my $800 back...

  Business Response

  Date: 03/14/2023

  To Whom it may concern:

  The refund was issued and sent overnight by *** on 3-8-23 and delivered to **. ****** on 3-9-23 . We are sorry for the delay in the refund being issued

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

• Initial Complaint

  Date:02/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2022 HYUNDAI ****** CAR-- the bottom inter part of the steering wheel started to peel-- not where you drive holding in 10-2 position but the bottom inside. I took it to the ********** Hyundai dealer where I purchase only to have a tech break off the small portion of the piece coming off to prevent it from sticking into my hand. I started calling Dec 2022 to address this issue with No answer, no return calls for voice messages left (Springfield). I ended up driving to the dealership in Springfield to have a Service Mgr give me his card to call in again...another month and no answer from the Springfield dealership..I drove back to the dealership to schedule an appointment for 3 weeks later. I have visited with 2 mgrs who claimed I peeled the steering wheel. This is HARD plastic, not in an area that I hold my hands, the hard plastic on a steering wheel SHOULD NOT peel nor break. I have no reason to peel nor break the hard plastic on my new car. The other side of the steering wheel is starting to do the same thing. I reported this to Corporate to only get a run around with unanswered emails, unanswered voice mails even after obtaining a Case #. They will not cover my warranty and replace this steering wheel. I have made attempts in calls, emails and driving into the store. You will see in the photos this is NOT where a person holds the steering wheel~!!! I feel the heat or something else has caused this but the dealership will NOT replace it.

  Business Response

  Date: 03/14/2023

  To Whom it may concern 

  In response to **. ********* concern, the vehicle was damaged first by the dealership where the vehicle was purchased. The repair would have to start with the vehicle going back to the original dealer that caused the initial damage,and that dealer would be responsible for repairing the vehicle.  We would be happy to assist; however, with the original dealer damaging the part in question, we could not claim this as a warranty repair.

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

  Safford Hyundai