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:01/13/2025

  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.

  Around end of October or maybe the first week of November I had my Hyundai Santa Fe 2014 towed to the Car Pros in Renton. I cant recall the exact date but they should have it on record. They looked it over and told me I had to renew the whole engine. This is where I had to look into how I was going to pay for a whole new engine for a car I was and still am making payment on. My last resource was the manufacturer. Before we took it in everything was fine. The only problem was the shaking and so they took a diagnostic test and said the whole engine needed to be renewed. Never in their findings or when I called to check on the car did they say they found problems with anything else.there was no mention of any problems with my vehicle other then the whole new engine I needed. Somewhere after Christmas is when I was called and told that I needed a whole new catylac converter because apparently the one on my vehicle isn't working and isnt covered by my extension warranty. I was never informed of this when I had a diagnostic done on it so for the catylac converter to all of a sudden become a problem sounded pretty fishy to me. They told me this AFTER the engine was replaced with the new one. I was still confused about the news and didn't know what to do that I never gave the ok to go ahead and change out the catylac converter. Next thing I know they're calling me to pick up the vehicle and that I owed $1890 for the catylac converter I never told them to fix.. So I had to go thru a payment plan just to pay it so that I could get my vehicle out. The payment plan is called ******. When I pulled out with my vehicle Then I saw the airbag light on..later I found out the horn isn't working. I called them back on i believe Tuesday or wednesay and they said bring it in on Friday. They looked it over My horn was fine before I took it in I didn't have my airbag light stay on. Everything that has happened before I took my vehicle in has made me suspicious of everything.

  Business Response

  Date: 02/01/2025

  We are working with the customer to get this resolved. Thank you. 

• Initial Complaint

  Date:11/06/2024

  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.

  So basically its all started in June or July. I took it to Hyundai. ******* and I pacifically told him that do not work on my vehicle until I get three coats like my ************ said and they totally disregarded me disregarded what my insurance said they started working on my vehicle without my permission and now it is charging me $4000 just to get my car out. I had one vehicle with them Hyundai ELANTRA 2020

  Business Response

  Date: 11/12/2024

  Customer approved all work in writing. Once work was completed, customer was contacted multiple times to pickup vehicle and return the loaner vehicle. Customer failed to return loaner vehicle for several weeks, and finally the loaner vehicle was recovered with assistance of the local police department. Rental car charges and storage for the 49 days after the repair was complete is owed to the dealership. 

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22522254
  
  I am rejecting this response because: im rejecting this response because thats a whole lie. I when I first contact Hyundai. I told him that do not work on my vehicle and I get approved by my insurance and I have that through text messages as well with one of the office management people I return the vehicle that I have them they let me keep it again, and the car was never recovered by the police department because they are not the ones that called the police department. I did have the police phone call and I have the incident report from the police department of Washington had the written police department meet me down at the dealership to return the car because they would not allow me to get my own vehicle back  proof of everything and written all I stated, and I did not want them working on my vehicle until I got approved by the insurance and they started working on my vehicle without me knowing it 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/26/2024

  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 took my car there because all the shops in all of ********** that was in contract with State Farm, were fully booked out for months. Even State Farm agents said they had never seen anything like it.. so, they told me to choose a shop out of contract, that WOULD take my car. My last and final resort was the Hyundai car pros dealership.. because I really needed my car fixed. But I knew, and State Farm knew, how dealing with a dealership goes.. but we were desperate. Initially, they said they would fix my engine for me, and State Farm gave me money to fix that. But then they said they found something wrong with the timing belt, that was not a part of the vandalism, and would need an additional 3k+ for that.. which insurance wouldnt cover. I told them I genuinely couldnt afford that.. they said I had to fix it with them anyway, and if anything I can fix the timing belt elsewhere, but I had to fix the engine there with them. I told them that if my car isnt going to run after they fix it, then I really cant afford to fix it there. Thank you so much for all the help, but Id rather just tow this car elsewhere. They refused to let me get my car. ***********************, the service manager, called and left a voicemail saying to give him a call so we could come to an agreement on what to do with my car. I called over 10 times over the last month and a half, left 5+ voicemails and messages, and he not ONCE called me back. Then, I found out he impounded my car and never told me anything about it.. never said a word to me, never returned ANY of my calls. I work an hour away, and have had to pay for rentals etc out of pocket, while trying to deal with all this.. He called and left a message telling me to call him, but for over a month, he dodged my calls and told his assistants to tell me he wasnt in office, and he sent me straight to voicemail. EXTREMELY unprofessional. Now I have to pay 2k+ in impound fees because he never told me he impounded my car!!!

  Business Response

  Date: 06/27/2024

  At Car Pros, customer service is our number one priority. We strive to provide all customers with the best experience possible. We apologize that we were unable to meet the customer expectations. 

  We worked with the customer for months in order to find a way to repair the vehicle to their satisfaction. ******** stated that she didn't want to proceed with repairs.  Following this, the customer became increasingly unresponsive to text messages and all calls. The Service Advisor communicated to the customer that should she not wish to proceed with repairing the vehicle, that diagnostic & inspection fees would need to be paid for.  Quoted the customer the current fees.  Also communicated that moving forward vehicle storage fees would start to apply.  Customer was non-responsive for a time, continued to communicate the need to pay the current bill on vehicle or risk collection and impound of the vehicle via txt and voicemail.  ******** advised after several attempts to move the transaction forward that she did not intend to pay the bill and for us to move forward with impounding the vehicle.  Service manager made several attempts to contact customer (documented) with zero return response from customer via, phone, txt, email.  Per dealership policy, the vehicle was impounded due to abandonment of vehicle and no customer response after repeated attempts.

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21902492
  
  I am rejecting this response because:

  I also have documented that I called multiple times, left voicemails for the service manager, and not one time did he return ANY of my calls for over a month. This shop is known for terrible service and not getting back to customers in a timely manner, you can check the public reviews. The service manager there specifically has a horrible reputation. When I finally was able to talk to him recently, he tried to gaslight me and tell me I never reached out after he left a voicemail, that he never received any of the messages I left, so he claimed the car as abandoned and impounded my car. Why would I not call him back and try to come to an agreement? He was trying to strong arm me into either paying to get my car fixed there, and/or 12k+ in shop fees which I never agreed to, and was never informed of until recently, after the fact. 
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:03/10/2023

  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.

  I purchased a new Ioniq 5 SEL-trim from the ******** Hyundai Renton on 11/17/2022. It came with a defective electronic port that I reported several times between 11/21/2022 to 11/26/2022, which they dismissed until my 11/26 visit. ******** Hyundai only managed to reserve a service date for 12/08/22 after I complained verbally to the service advisor. I left the vehicle to ******** Hyundai on 12/08/22 as part of my service reservation. They confirmed the defect between 12/09/22 to 12/10/22 and confirmed that they would cover the repairs. They attempted the first repair procedure as recommended by the manufacturer, Hyundai ***, which failed to remedy. The ******** service advisor said they would next need to order a replacement head unit, they returned the vehicle to me while presumably processing the order. They failed to get the proper paperwork to process the order, and didn't communicate to me until I inquired on January 2023! I had to provide more vehicle information, which includes software version of the electronic Infotainment system, that they failed to collect when the vehicle was with them in December 2022. According to text conversation with the service advisor, the replacement part was finally ordered on 01/17/2023. It has been two months since that order date, the part has not arrived nor next steps are recommended to remedy the warranty defect. As of this claim date, it has been almost 4 months since the defect was discovered and ******** Hyundai Renton has failed to remedy.******** files my customer information by phone number: ************ VIN: *****************

  Business Response

  Date: 03/13/2023

  I would like to apologize to ******** about the delays with the vehicle. I have confirmed that the order has been placed and are in process of receiving.  Latest parts tracking shows the part has been picked and is awaiting shipment (per parts, should arrive this week) no tracking available yet. We will update the customer as soon as we have more information and prioritize the repair of this vehicle. Thank you. 

  Customer Answer

  Date: 03/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.They will expedite my repair, which may take several days. I will follow-up with BBB with the results of this resolution in the case.

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

• Initial Complaint

  Date:01/25/2023

  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.

  I had my Hyundai ****** serviced at Car Pros Renton Hyundai on 10/3/2022 and they replaced the brake pads and rotors in addition to some other maintenance. Ever since then, there has been a persistent background noise when the car is moving which gets slightly louder at higher speeds. It is not obvious because the background noise of tires on the road drowns out the sound somewhat. I suspect the problem is due to the brake replacement, however I don't know for sure. I have contacted Car Pros Renton Hyundai asking that they take a look at it. After one response they have not followed up with me to confirm a time when I could bring it in. I did not report the problem immediately because I thought it could be the new brake pads needing to be worn in. However the noise has not gone away. The brake rotors which were replaced by Car Pros Hyundai appear to be worn and ***** rather than new ones which I paid for, as shown on the invoice. I suspect this is related to the problem I'm having. However I just want to have them look at it to confirm what the problem is. I would not have filed this BBB complaint if they were more responsive.

  Business Response

  Date: 01/25/2023

  I want to apologize for the lack of communication. Our service manager will reach out immediately and attempt to resolve this issue. 

   

  Thank you

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

  Customer Answer

  Date: 01/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   They responded quickly and checked my car for possible problems.   My concerns about the background noise were resolved by them.   

  My only remaining complaint is that the rear rotors were ***** on the outer cylinder when they were installed, and I paid for new parts.   I accept their explanation that it is common and does not impact the part performance, however I still feel a part that is so noticeably ***** should not have been installed. 

  However this is not a significant complaint and I feel they have responded adequately to my concerns.

  Thank you to the BBB for making this service availablee.

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

• Initial Complaint

  Date:09/12/2022

  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.

  My vehicle was under recall for the motor, and the motor blew on the freeway 8/28/2022. My vehicle was towed into the dealership where I purchased the car. The recall states that all repairs covered under the recall would be done free of charge and a loaner car would also be provided free of charge. It also states if the dealer is unable to provide a loaner that Hyundai will provide one free of cost. The dealership is refusing me a loaner and so is Hyundai. The dealership stated "we have spent over ******* in loaners and Hyundai is not repaying us, so we are no longer providing loaners". I was directed to consumer affairs by the service rep with the dealership. I was told that they too will not be providing a loaner. They can only reimburse me for transportation. I am unable to afford a rental at this time, and the recall states I should not have to provide my own loaner or pay out of pocket, that is would be covered by Hyundai.

  Customer Answer

  Date: 09/21/2022

  Hello,
  
  This is in regards to the complaint filed on 9/12/2022. **** with Hyundai service reached out once the complaint was received. I was given a loaner vehicle same day. 
  Thanks to the BBB and their assistance I was able to receive what was promised by the class action lawsuit and Hyundai, which is transportation while my vehicle is being repaired. 
  
  Kindest regards,
  
  *****************************;