ComplaintsforElyria Hyundai

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I had our car towed to Elyria Hyundai dealership. We found out his engine went bad. We had expended Warranty so it was cover. We got it fix and then we got the car back and we had more problems. We were leaking fueled and it was driving not so good. I called back and they took in and look at it and they were saying that the transmission was bad. I kept asking why is there fueled leaking and I really did not have a good answer. After fighting with them they realize we had a 3rd party expended Warranty , so they came out and look over car to see is the transmission is cover under that. We got denied and my husband had to pay 600 for labor fee. When we got the car back I had a mechanic look at it and he found where the transmission is at there is a opening that should've been sealed and also where they took a tool and hit the transmission to get it out. With the tool being hit on the transmission there is a crack area and that is the cause of the fueled to leak. I've been asking them why the car is leaving and I had to ask a different mechanic to find the problem and it happen on there watch. I just want this fix my husband and I just become foster parent and this is our good car. Also I do have video of the crack. I am tired of fighting with them and blaming me and my husband. This problem had stress me and my husband of all the back and forth that its our fault. Just so you know this car has been taken car of.

  Business response

  07/16/2024

   

  As discussed, the ********* vehicle came in on tow truck. We have never seen or worked on this vehicle in the past. They did not purchase the vehicle from us, nor did they purchase the extended service contract that they mentioned, after the fact, from us. We only knew initially, of the engine complaint. In addition, we provided a brand-new rental vehicle for over a month at no expense to the consumer, which included the "under-review" time with their 3rd party extended service contract company.
  
  The vehicle came in with engine failure and would not start or run. The Technician, must follow a specific, outlined repair processes that needs to be submitted to Hyundai, which includes but are not limited to photos, of the problem or part that caused issue, for it to be covered on a warranty extension, from Hyundai (Not their 3rd part service contract)
  
  The service advisor spoke to the customer about an issue with rear differential, this was noted, during replacement of engine. Mr. ******* informed our service adviser that they knew of that issue being preexisting, and they have been driving with it for some time.  
  
  The spline shaft from transfer case will not line up or slide into place because the splines are damaged. When the transfer case was removed, it was stuck and would not come out (A splined shaft is one that generally has equally spaced teeth around the circumference, which are most often parallel to the shaft's axis of rotation.) It is not uncommon for the transfer case to be hard to remove so there would be no reason the technician would think it was uncommon.
  
  Again, the vehicle came in on tow truck and we could not start or drive the vehicle to fully inspect it. We had to get the engine in place, in the car before we could test drive or operate the vehicle.

  After engine replacement the vehicle was enabled and running. The technician test drove the vehicle and noticed a noise from under the vehicle. He turned around at the end of street and brought car back to shop and put vehicle on lift and noted the driveshaft was banging. 

  The service adviser called the customer to let them know and Mr. ******* stated, that was something they had known about but had not addressed.

  We had no way of knowing they had an extended service contract as they purchased a 3rd party service contract from somewhere else.  Again, the vehicle came in with a bad engine. That specific (engine repair) was covered and repaired by Hyundai. We never needed to call an extended warranty company for the engine. It was well after the vehicle came in and engine had been replaced that we found out from them, that they had an extended service contract. Once we got the information on this 3rd party service contract company, we called them. They said they would send an inspector, but they wanted it torn down, so when the inspector came, they could see what they wanted, to determine coverage. This is a common practice by 3rd party warranty companies. 

  It was explained to the customer that we had to tear it down and their service contract company will only pay for it ‘IF’ they cover the repair. If they do not cover repairs, then the tear down charge would be the customer’s responsibility. (the $600)  Mr. ******* gave authorization to do it. Their extended service contract company declined the repair (it took them a week to come out).

  Again, I want to be clear we didn’t turn down the repair, the 3rd party extended service contract company, that the ********* elected to purchase, turned it down. It would be in our mutual best interest, to have it covered. Hyundai covered the engine repair (two separate things)
  Hyundai will not pay for additional repairs, as the vehicle is well out of factory warranty. Factory warranty on a vehicle, is only for specific failure in the engine (which they had, and we put an engine in at Hyundai’s expense) Their vehicle is 10 years old and has well over 100,000 miles on it. it does not have any warranty.

   The customers extended service contract would not pay to fix it. Accordingly, it then becomes the customer’s responsibility to pay. They declined and picked up vehicle.  
  While we are sorry that this is the outcome, as it’s an unfortunate set of circumstances, we are not at fault for this. We followed proper protocol and replaced the engine; we are not responsible for fixing additional components. The customer should direct this back to their extended service contract company, asking them to reconsider their decision to deny coverage this under their plan, then we can certainly reevaluate the situation, at that time
  

  Thank you

  
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased a used 2013 Toyota Corolla from them on 01-23-24, it is a nice-looking car, but the front bumper cover or nose piece is loose at the bottom and is only attached by zip ties. It can be moved by hand a couple inches Zip ties aren't going to last forever. I am a 71 year woman, and I feel that I was taken advantage of by this business, It seems to me they should have alerted me to this problem and I could have made a different decision, I was told that it was sold as is and it us my fault that i didn't see it, It was snowing and starting to get dark when I saw it. At some point in time those zip ties are going to break, and it will have to fixed and the car us going to cost me more money.

  Business response

  02/12/2024

  I'm sorry if Mrs. ****** is not completely happy with her purchase. Elyria Hyundai strives to represent all vehicles in a straightforward manner. However, all vehicles are made up of many parts and they do have a life span. While we don't use zip ties to repair vehicles, it's certainly possible that whoever traded the vehicle in might have, as this vehicle is 11 years old. While I'm not sure about any zip ties that Mrs. ****** may be referring to, as you can see, we have a signed acknowledgement of exactly what an AS-IS inspection entails. We not only offer, but also encourage customers to take an AS-IS vehicle, for an independent inspection prior to buying. Cosmetic and NON-safety items are not scrutinized, when inspecting an AS-IS vehicle. We offer AS/IS, 3month/3K miles, balance of factory warranty, Certified and new vehicles which all vary, based on ages miles etc. We are fully transparent in our representations. However, with that being said If Mrs. ****** would like to set an appointment; I can have the service department take a look to ensure that the zip tie in question, is not a safety concern, as a one-time courtesy.

   

  Thank you

   

   

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sold me a vehicle and said they sent out the right way to get the title. I never received the paperwork. They are in no way shape or form helping me get my title they say it’s the banks fault. They have told me that the bank has it the bmv says they have it. I’m not sure who kept the money input as a down payment them or ****. But neither want to help make my vehicle legal I have dying people in my family and doctors appointments they are causing problems and they do not care.

  Business response

  01/23/2024

  **** ***** left verbal response on BBB staff VM (ka):
  

  We did everything we were supposed to do. She called screaming and yelling, swearing, and doing all the things. And I had talked to her, and she said that she's going to call some other people and if we were lying she was going to call back, and be even more mad. But she did not call back. So I'm assuming that things kind of went away, so it comes down to the fact that she bought the car, she lives in Pennsylvania and bought the car in Ohio. There's some titling that has to happen through the state. We have 30 days in Ohio to perfect the lien. Which we did that within a couple days. I have all the dates. I have the proof that it was all done on our end. I'm sorry that she's having trouble, but we truly did everything we're supposed to do. And she just wanted more answers. I think it was through ****, who has the title and they were actually issued a paper title I think on the 21st of last month. And they have to give that title back to her as far in the form of memorandum because it can change in states. And there the lien holder. **** kept saying that they're sending the title to us and we were hiding it. We have no interest in the title, meaning, it's in her name and it's got a lien on it  through ****. We don't have anything to do with it. We did everything we're supposed to do.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We have been dealing with this service department for years. From the beginning they have been rude, non cooperative, and unable to fix our problem and our warranty is coming to an end. They have acknowledged the issue, but keep telling us that it needs to act up while at the service department to get a code in order to fix the issue. I have taken the car there several times and have asked if they want me to keep it on while the issue was happening, they said no. Of course when they started the car it didn't happen. They were able to get the code one time, however they did not fix the issue. My car has been dirty both inside and out when I have picked up it. The manager on site was rude and yelled at me telling me all the issues he is dealing with, blaming the customers for his being to busy. He was highly disrespectful. This does not fit the mantra that is spelled out in signs all over the parts department. To sum up, they know the issue, they have seen the issue, they admit that there is an issue, but will not fix it. We are close to the end of our warranty and expect it to be fixed. I would also suggest a training for the manager in what Hyundai presents as how they treat their customers.

  Business response

  10/19/2023

  First and foremost, I would like to apologize for any inconvenience Mr. ******* has encountered as we strive to treat all our customers politely and professionally. I will certainly speak with the Service manager about any interactions that may have occurred. With that being said, it is in both parties’ best interest to repair Mr. *******’s vehicle however, What Mr. ******* has failed to mention is that we have never produced a code to identify an issue, which is required by the service contract company, in order to process a claim. We as the dealership are only following protocol.  In good faith we had a master tech  provide a system update to the vehicle, in hopes that it would alleviate his concerns. We put the customer in a rental car at our expense, We then drove the vehicle 140 miles and were unable to replicate the concern. We then returned the vehicle to him and he subsequently claimed the vehicle was having the same issue. We had the Service manager and a master tech drive the car for another 20 miles with a flight recorder, to record any codes, they were unable to do so. Again, per the terms of the extended service contract and or the franchise agreement we can only repair, if the claim is authorized. Without a code or replicated failure, the repair will not be authorized by the service contract company. We simply cannot start repairing things, we think may be a cause, if we can’t document it.
  Per Mr. *******”s request (we have again) as of the 16th of October brought his car into our service department to try and duplicate the problem (and again, put him in a rental car at our expense.) We are currently doing everything we can but if the vehicle does not have a code or fails to produce the symptoms via flight tracker, there simply isn’t much we can do. We feel strongly that we are working with this customer, however, the policy and procedures must be followed.

  Customer response

  10/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  What they said are half truths. They did receive a code and was told by the national office to do an update that did not work. Also, they called me on October 15th and told me they had a rental for me. I did not reach out to them. I took the car in thinking that they wanted to resolve the issue. I have had a rental since. The rental is not at their expense, part of my warranty that I have paid for includes a rental.
  
  Regards,
  
  *** *******
  
  
  
  
   

  Business response

  10/24/2023

  Mr. ******* is incorrect and unfair in his commentary of "half-truths" we have done nothing other than follow the protocol needed to get a code of reference and or duplicate the problem to get a valid claim approval. As far as rental car (11 days) October 14-25th (29 days) July 31st - August 29th. That's 40 days right there (there was more) 40 days times $40 dollars a day = $1600.00 in rental bills that we wrote off, trying to assist him. His ESC company didn't pay one single day, nor did we charge him. That is a fact, not a "half truth". I will be happy to sit down with him and review this. Yes his ESC has rental coverage but only when the claim is validated by a code or a replication of the symptoms as we have discussed over and over again. We have a list of people in need of a rental car at all times. We are at the mercy of the ESC company when it comes to their requirements and worked on Mr. *******'s behalf, whether he chooses to believe it or not. There is no benefit to us having him in a rental car without an approved claim, we have spent many hours trying to get the claim approved. 

  As of today 10/24/23 we were able to replicate and get the claim approved this will be processed and the ESC will pay for 4 days of rental coverage. It took a while to get this done but we should be good going forward as long as parts are not delayed.

   

  Thank you

  Customer response

  10/25/2023

  [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.  Other than his comments, which their management continues to be arrogant and demeaning towards their customers. I have a warranty that allows for rentals. They also advertise how they give customers rentals, pick them up, and drop them off. Im glad this is finally resolved.
  
  Regards,
  
  *** *******
  
  
  

• Initial Complaint

  06/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got my car from here which was a great job with the sales but after having it for a few months the car stopped turning left and whined when turn right. I called Elyria Hyundai several times and no answer so I went up there . When I got up there I talked to a customer service rep who said they can’t do anything till the end of the week . He said take it home and we will call you by the end of the week to get it in. I waited the week and no call so the following week I called only to be yelled at by the lady saying I should of left it and it would be 2 weeks before they could even look for what’s wrong and then a l other few weeks to fix it . I said that doesn’t work due to me already being out of a car I pay 629 a month for and have to pay people for rides to work on top of that I’m suppose to go on vacation that has been paid for since march . She said that’s not her problem and I could drop it off and wait the two weeks . She was not trying to help me at all and kept yelling at me saying I should have left it last week. I tried to tell her I would of if I was told that but I wasn’t . She didn’t care and told me it was my problem.

  Business response

  06/28/2023

  I want to apologize for any inconveniences that ***** ******* experienced, regarding the repair of her vehicle. My understanding is that our service advisors requested that she authorize a diagnostic fee the first time that she came in. This is our standard practice, in order to get the process started when utilizing an extended service contract. If it was determined to be a covered component, under the service contract, there would be no charge for the diagnostic and a rental would also be covered. Ms. ******* elected not to do that, at that time. I believe this is where the confusion took place, on both sides. We are living in a new normal and have 40+ service appointments a day with only six tech’s, we are shorthanded, we can only work so fast and cannot always get customers in immediately. Many dealers of all brands, have their service departments booked several weeks out. I do believe this was a miscommunication, as our understanding was we were waiting for her to authorize the diagnosis. Clearly she was under the impression that she was waiting on a call from us. We don’t yell at anyone, nor condone that type of behavior. Again My apologies, if that was the interpretation of the customer.  With all of that said, it also my understanding the vehicle has been repaired and covered under the service contract that we issued. We value each and every customer and will look at this, as a coaching opportunity to improve our customer interactions.         

   

  Thank you

  
  

• Initial Complaint

  02/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to the dealership and wanted to purchase a 2022 Hyundai Palisade. I put a $1000 down payment on Dec 8, 2021 for a car that I could not see. I was sent a contract via text message on Jan 6, 2022 and was asked if it looked right. I replied “I think so” The car was supposed to be in Jan 22, then did not show up until February 19. At that time we decided we did not want to purchase the vehicle for personal reasons. I was told the $1000 was not refundable. I never signed anything stating it was not refundable and my wife and I do not recall being told that at the time. My experience was excellent with the dealership up until this issue.

  Business response

  02/21/2022

  We are sorry to hear that Mr. ********** changed his mind regarding the 2022 Hyundai Palisade. As discussed, Mr. ********** did in fact give us a deposit on the Palisade on December 8th. Due to the chip shortage/Covid issues that have affected the supply chain, we have a policy that is consistent and fair regarding non refundable deposits. Many of the cars are presold and on a waiting list, especially if a specific model, package or color is requested. It states on the buyer’s order/worksheet that was presented to you by Mr. ********** and it’s verbally explained, at time of deposit and throughout the process. Is it possible that there was a misunderstanding, it’s certainly possible but again it was noted in the paperwork, regardless if he signed it or not.  It was sent electronically. So a physical signature wasn’t an option, at that time. Again our desire is not to keep deposits however, this car was taken off the market unable to be sold by any salesperson due to the deposit and commitment to the deal, for two months.
  In addition Mr. ********** was informed that the deposit will be available as a credit for any future vehicle purchase through the dealership new or used, if his situation changes. I do apologize for any inconvenience, and hope that Mr. ********** understands our position.

  
  Thank you  

  Customer response

  02/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** **********
  
  Until I receive $1000, this is unacceptable.  Words do not replace income.  
  
  
   

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