ComplaintsforDanbury Hyundai

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my 2023 ***** 5 to Danbury Hyundai on 8/20 after I received a battery issue warning on 8/19. They performed 2 recalls that they thought would fix it. When I went to charge the car after getting the car back, the same warning light came on and the car would not charge. I called again and they said to bring it in 8/26. I left it for the day, and they called me at the end of the day to say that it could not be fixed and they had to wait for an engineer to look at it to approve the repair. I was told it would take 1 to 5 days for him to come. On the fifth day, I called after not hearing back. I had to call several times since no one answered when I called the service number. When I did finally get someone, I was told I had to speak with my advisor "Diane" and then transferred me to her. It went to her voicemail, and I never got a call back. I tried calling again over the next couple of days, again with no answer when calling the service number. When I finally got someone on 9/4, I was told my advisor was "Pete", but he wasn't available, but he would ask a manager about the status of my car. After holding for a bit, I was told that the engineer still had not come and they didn't know when he would. They gave me another number to call to get a claim number. I called and was assigned a claim manager who I spoke with. After taking down my information, she said she would reach out to the dealership to get the status of the repair and would get back to me by 9/9. Needless to say, I did not get a call on 9/9 and when I tried to call her on 9/9, I just got her voicemail. I finally was able to reach her on 9/10 and she had no update. The communication has just been atrocious at all levels. In the meantime, I am forced to rent a car and pay out of pocket until/if this repair is ever done, and then hope I get reimbursed timely by Hyundai. It has now been over 2 weeks that my car is sitting at the dealership, and no one knows what is going on.

  Business response

  09/11/2024

  We have submitted all the required documentation to Hyundai and are waiting for the engineer to reach back out after reviewing everything to let us know next steps.

  We apologize if this was not made clear, and we will reach out to Mr. ******* to review the status.

  Customer response

  09/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: while I understand that Danbury Hyundai is waiting for an engineer to approve the repair, it is still a Hyundai issue, and my car has been sitting at the dealership for over 2 weeks with nothing being done, and no communication.  Meanwhile I am paying out of pocket for a rental car and I've lost some time from work to deal with this issue.  I was initially told by the dealer that it would take 1 to 5 days for an engineer to review the issue.  Again, it has been over 2 weeks and nothing.  What is the issue with the engineer?  Where is he coming from that it is taking so long?  Is there a way to speak to the engineer's office?  It is unacceptable to just be told we are waiting for an engineer this long and have no update.  If it's not the dealership's fault, then it is the fault of another branch of Hyundai and this needs to be addressed.  I paid over $50,000 for a car that I have been unable to use and no one on Hyundai's end seems to care.  I would appreciate some communication to know what is going on and why it is taking so long for an engineer to address the issue.  Thank you. 
  
  Sincerely,
  
  ******* *******

  Business response

  09/12/2024

  Unfortunately, we are not given an estimate beyond 1-5 days for the engineer to address our documentation.

  Hyundai Motor America, as the manufacturer would have sold discretion and responsibility for warranty coverage and rental reimbursement.

  We recommend contacting Hyundai Customer Care to try to escalate the case as we work from our end to do the same.

  Customer response

  09/16/2024

  
  Better Business Bureau:
  
  I understand that this is not in Danbury' Hyundai's power to control, and the issue is with Hyundai Motor.   Hopefully Hyundai Motor will send an engineer to Danbury soon or I will have to escalate my complaint to them.  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  08/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to express my concerns regarding my recent purchase of a 2023 ******* ****, valued at $46,000. While I was initially excited about acquiring this vehicle, several issues have arisen that have caused significant dissatisfaction. Delay in Delivery: Despite being informed that my vehicle was ready, I experienced an unexpected delay of over three weeks due to a reported issue with the keys. I was told that the keys were lost and needed to be reprogrammed. This extended waiting period was inconvenient, particularly given the distance I traveled from ************. Warning Lights: Upon my arrival at the dealership, I noticed several warnings and other lights illuminated on the odometer. When I inquired about this, I was reassured that these were minor issues that would be resolved prior to delivery. However, the fact that these warnings were present when I first started the vehicle was concerning and after the delivery, I still see the battery lights on the odometer. Missing Accessories: Upon taking delivery of the vehicle, I found that several standard accessories were missing, including the all-season liners, cargo shades, and even the standard toolbox. The absence of these items, which should have been included, was disappointing. Key Issues: After delivery, I discovered that one of the keys provided is not functioning correctly. This has led me to believe that it may be a duplicate or was never properly programmed. As a result, many of the vehicle's safety features and settings remain inaccessible because both keys are required for activation. Below are the attached pictures that describes the issues with the keys. I provided my credit card details upfront, trusting that I would receive a vehicle in excellent condition. However, the issues I have encountered have fallen short of my expectations, particularly after a significant financial investment of 46 grand. Given the above concerns, I respectfully request a prompt and honest resolution.

  Business response

  08/19/2024

  Our manager has reach out directly to Mr. Gade to resolve these issues.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Communication is beyond horrible here . I dropped my car off on July 2 didn’t get a text until July 18. Today is now Aug 2 and still no communication .i have a case manager who also has been trying to reach out and no return call back ..I called 2 weeks ago and the person dealing with my car had another employee come to the phone and say “we are still waiting for approval” which is not the case !! Only half of requested documentation was sent in !!

  Business response

  08/02/2024

  We apologize for the poor communication.

  Our service manager, Mary H*****, will be reaching out to *** *********, and the general manager has become involved to supervise the service team.

  The complete documentation has been submitted to Hyundai and we are waiting on their determination of warranty coverage.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I entered the contract for a used car on June 24, 2024. I did not agree to purchase the service contract ($3,560) and total care ($1595). I already expressed to the salesperson that I did not want to buy any add-on products, and my boyfriend was next to me. I tried to cancel those two extra charges and was able to cancel the total care ($1595) on July 7,24. However, I have not received confirmation of cancellation. On July 7, 2024, I also emailed the finance department to ask if I could cancel the service contract, but I was told that I could not cancel the service contract as I had to be to get the CPO car. When I called Hyundai customer service, they assured me that I could cancel the service contract. In addition, the terms and conditions state that the service is cancelable within 30 days, so I emailed the finance department again on July 22, 2024, that I would like to cancel the service as a factory warranty should cover me. Still, the finance manager refused to proceed with the cancellation. He gave me other reasons, such as that I had already used the warranty or that it was a CPO car, and I needed to purchase this contract. However, I received the dealer warranty that is good for 60 days and should cover the maintenance service. However, he claimed the dealer warranty was meant for Lemon Law. The bottom line is that I would like to be able to cancel the service contract ($3560) and total care ($1595) and adjust the total amount of my loan contract at ******* ***.

  Business response

  07/23/2024

  We apologize for how poorly this was handled and this will be handled by our general manager.

  The warranty and service contract will be fully refunded to ******* *** and you will see it credited towards the loan, shortening your payment schedule.

  Again, we are sorry this was not taken care of immediately.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used Hyundai ****** from them back in march of 2024. It started with a broken headlight which ended up me finding out that the car was in an accident that wasn’t reported on the ******. There is damage to the front end that they have tried to fix and it is still not proper and they are refusing to make it correct.

  Business response

  07/12/2024

  Mr. ******** was aware of the condition of the vehicle at the time of delivery.

  He is in a loaner while we work to resolve the issues.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new 2024 Hyundai ******** for 60K in October 2023. I brought the vehicle into the dealership for routine service on April 24th. While the vehicle was being serviced the technician did severe damage to my door, which resulted in the door having to be replaced. The decision was made to keep my car at the dealership so they can repair the door. It took the dealership 2 weeks to repair the door. In the 2 weeks the door was being repaired, my car had a recall on it for a full engine replacement. It is now June 11th and they haven't started the engine recall/repair. I am being told that the parts have not come in yet and they don't know when they will get in. I suggested they take an engine out of one the new ********s they have for sale on their lot and put it my car. They refuse to do so. Its been almost 2 months since I have seen/driven my car that i spent $60,000 on in October. This is ridiculous. Please help if you can Thanks **** ******

  Business response

  06/11/2024

  We cannot replace Mr. ******'s engine until Hyundai delivers a replacement.

  We would suggest Mr. ****** contact Hyundai Customer Care directly as we have already escalated his case as far as we can.

  Customer response

  06/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Customer response

  06/11/2024

  This is unacceptable!  I spent $60,000 on a car form you on Octoberand I can’t drive it!  But I’m still among the payments.  Fix my car now!  

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was bought into Danbury Hyundai on Tuesday March 19 with a check engine light on. Was notified that a camshaft and a cvvt would need to be replaced, at this point the car ran perfect with no engine issues what so ever wasn’t able to leave car and scheduled to bring car In the following Tuesday drive car for 1000 miles still with 0 issues other than a engine light, car was returned and promised on Wednesday. Than was called Wednesday and told they were short staffed and needed car till Thursday, Thursday at 4pm I called dealer and was told car was ready. With such short notice it was agreed that I can get car Friday. Friday I called to take care of balance and was told the car wasn’t ready that wrong part was sent…. After I was told the previous day the car was ready ….. than I was told I can get car at 3 on Saturday. Saturday I was called and told car is now misfiring and I need a new engine for 7400 , car never misfired in my care or dealerships care until the work was done on car now with no car and thousands im rental the dealer is trying to say it was a pre existing issue which paperwork shows it was not. Didn’t come in misfiring and after the car was worked on it now is

  Business response

  04/04/2024

  A "dead cylinder," a cylinder without compression has been diagnosed for Mr. ****** vehicle. The timing is not an issue and has been checked by two of our technicians.

  The repairs performed were not related to the cylinder issue, but we do need to spend more time to ensure the cylinder is the only faulty compenent.

  Customer response

  04/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
    The car ran perfect when it was bought in for service.  How can a car run with a dead cylinder 
  Sincerely,
  
  **** ****

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new vehicle in June of 2023 from Danbury Hyundai. While making this purchase I opted to purchase additional warranty for the vehicle. Since July of 2023 I have made 3 appointments to get a dent fixed unsuccessfully. I have spoken to Hyundai Corporate and was told they couldn’t do anything because the dealership doesn’t answer the phone. Every phone call to Hyundai has been a waste of additional time. I want them to refund to me the additional expense and cancel this product because clearly they are unable to provide the service they sell.

  Business response

  03/27/2024

  We are happy to cancel this warranty and arrange for the refund.

  Ms. *** will need to contact our general sales manager, Anthony P***********, at her convenience to begin the process.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 19, 2024 I went to the dealership to look at a 2023 ***** ** ****** *******. I had seen and test drove this same vehicle about three weeks before but at that time it was listed online for a bit more than the $31,488 dollars now listed for sale on the web. Before visiting this second time I verified with the Experience Manager (sales person) that that was now the listed price. I knew then that there was an additional document fee of $1,299 on top of that plus taxes. Furthermore there was another charge for $600 to cover registration and VIN etching. The VIN etching amounted to $300 of that amount. After test driving it this second time and having my wife see it and sit in it as well we told Matt that we would like to buy it for cash and I didn't want to finance it, that there was no trade in and I didn't want the VIN etching. He said he would have to bring it to the sales Manager because he wasn't authorized to remove the VIN etching fee. The manager came out and explained that they were losing so much on the price of the car that he needed me to finance it instead of paying with cash. He also said the VIN etching was already done. I told him that that then should have been built into the listed price and the ***** ** *********** does allow them to charge retroactively if the VIN etching already occurred. That instead should have been built into the list price. I told him again that I wanted to buy the vehicle for cash and he wouldn't accept that. I asked him if he was telling me he wouldn't sell to me if I paid cash for the listed amount plus taxes and fees and he said no. I said your telling me you won't sell me this car and he said they weren't obliged to sell a car if they choose not to. I told him I intend to file a complaint both with BBB and the ***** ** ***********. I think his behavior was reprehensible and unethical. l have seen other similar complaints on your website regarding the pressure to finance.

  Business response

  02/20/2024

  One of our sales managers will reach out to Mr. ****** to make these arrangements for him.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Hyundai vehicle in July 2022 and I purchased both the Maintenace agreement and extended warrantee . I am now having an issue where the car is losing power while driving. I am trying to get an appointment for Hyundai to look at my vehicle for this issue and I am being told they will not even look at the vehicle until mid October. Why buy a car from a dealership and all the extra protection that the dealership is offering, if they will not stand by their own product when there is an issue?

  Business response

  09/07/2023

  Apologies, but our current appointments have us booked up through the end of the month.

  While we could take in Ms. ********* vehicle, it would be sitting waiting to be fitted in around existing appointments, adding to the time she would be without her vehicle.

  In addition to a full schedule, we are also without any loaner inventory, so we would not be able to provide a replacement vehicle.

  We have Ms. ******* on our wait list should an earlier appointment become available.

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