ComplaintsforKorum Hyundai

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2017 ****** from Hyundai Puyallup in November of 2023. In late June of 2024, my engine light began flashing and I experienced problems accelerating. I was able to schedule a diagnostic appointment at Korum for July 30th. I was quoted for almost $10,000 in ***airs. I paid about $18,000 for the car just 7 months earlier. I was told I needed a new catalytic converter which was quoted at $4500.We asked to speak to the manager, *****, and he was able to get the total down to $2300 by suggesting we purchase an after-market catalytic converter. He also said that he would have a out-of-shop mechanic ***air the car. ***** said it would cost around $600 and that hed make arrangements to have the work done 3rd party. We okayed it.I heard nothing from the dealership for 3 weeks. I called for an update and they said that they were waiting for a part. On 8/27/24, they said that my car was ready. When the service advisor ******** went to check us out, we noticed that the catalytic converter was not listed under services provided. When I asked if it got done, she said that it was the first time she was hearing about it. We asked her to call *****, who said that he forgot to do it but that they would reach out to the 3rd party mechanic that day.****** then said hopefully well have it done next week, should cost like $100-200. We asked her to please have ***** call us, and to this day he has not. This is the second time that my husband has asked for the manager to call him back, the first time being when we received the original quote, and he has failed to do so both ******** is now 9/23/24 and I called the dealership for an update as I have yet to hear from anyone. The *** put me on hold while she talked to ****** to get an update on my car status. She proceeded to tell me that ****** was out on medical leave and that ***** took over our case. He was not in today so she had no update. I asked her to have him call me ASAP as its been close to 3 MONTHS.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a complete service wrap. They are not honoring it. They are claiming I canceled it and was refunded it the next day. This is not true.

  Business response

  06/25/2024

  To Whom It May ********
  
  ************** has provided the BBB with a copy of his *************** Contract.  However, the coverage that has been brought into question relates to his Vehicle Maintenance Contract, which is a contract with Hyundai Capital America.  We have been in numerous discussions with respect to **************** maintenance contract.  As a result of various factors, there was conflicting data supporting **************** maintenance contract,as well as a lack of clarity we were experiencing with the reporting and administration of the contract with Hyundai Capital America.   We communicated the need to honor **************** contract with our personnel, as attempts to validate his contract with Hyundai Capital America were ongoing for some time.  We acknowledge there had been some confusion with members of our team and ************** did not receive clear nor confident messaging from our team on each of his visits.  I am aware that we, the Korum Hyundai dealership, have absorbed the expense of more than one service visit for ************** as we were working towards a resolution with Hyundai Capital America.  In fact, the Rohdes last visit was handled in this manner,just last week.  I am happy to report I received email confirmation from our Hyundai Capital America representatives that **************** contract has finally been acknowledged and is in full force with Hyundai Capital America.  ************** should have no further disruption in clarity of services or the accessibility to those services.  I have provided the response we received from Hyundai Capital America below now referencing an active contract number for ****************** vehicle.  
  

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

  Hello Tarek,
  
  As requested, this Maintenance Wrap contract is now active.
  
  Contract# **********
  VIN# *****************
  
  Thank you for your assistance! We will move forward with closing this case.
  
  Case Dealer:
  Korum Hyundai
  *****************************************************************************
  Sincerely,
  
  
  ***************
  General Manager
  Korum Automotive Group
  *******************************************************************
  ******************************
  ************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hyundai has lied to me since the beginning. My vehicle had an open warranty and I had to schedule an appointment and wait 2 months to get my car in, as it was not drivable. When I made my appointment the rep assured me that everything would be fixed THAT DAY. 2 months came and I took my vehicle in to the Hyundai Korum shop in ********, **. When I arrived the receptionist told me that it was actually a 2 part appointment and that I would have to bring my vehicle back again for them to actually fix it, and none of that had been told to me for 2 months of waiting. This was not possible as my car was not drivable. I told them that I had purchased a new battery less than a month ago. After about an hour the receptionist told me that the technician had "taken the panel off and visually inspected my alternator" but had not done anything else. This was NOT the entire process for the recall, as I had it all in writing. They stated that they ran a diagnostic on my car and the battery was the only is***. 2 days later, my car would not drive AGAIN. I contacted the service manager ***** who said he would investigate and return my call, but his receptionist had promised verbally that if my car had an is*** again they would pay to tow it back. ***** did not return my call for 2 weeks, so I contacted Hyundai Cooperate. My case manager was absolutely useless and did NO investigating. He stated he would pull the phone calls, which he did not and only took the employee's story but did not look at actual facts. My case with Hyundai was #********. The case manager did not do his job and said there was nothing else he could do to help me and that I would have to on my own call back the ************* to them. I told him I had been trying to contact them for weeks and they had been dodging my calls to which he replied "there's nothing else to do unless you want to hire a lawyer". This employee, ****** encouraged me to *** his own company rather than help me render services promised to me.

  Business response

  03/21/2024

  On January 10, 2024, Ms. **************;scheduled her 2007 Hyundai ******** to have Campaign 197 done on February 21, 2024. Per the direction of Hyundai Motor *******, the first part of this campaign involves performing an inspection to determine if there is an oil leak from the valve cover gasket.  If there is no leak, pictures are to be taken and uploaded to Hyundai Motor *******, and a t-bracket is to be installed on the alternator.  If an oil leak is present, we are then to determine if oil had leaked into the alternator, and replace it as necessary, along with correcting the oil leak.  If this second step was deemed necessary, parts would be ordered off of the vehicles VIN. This was communicated to **********************.  It is our understanding that, prior to bringing the vehicle to our dealership, ********************** concluded on her own that issues she was having with the vehicle were related to the campaign, and, as such, she did not authorize or request any additional diagnosis.  This was the first and only visit to our dealership that ********************* has scheduled; and we have not had any opportunity prior to this visit to diagnose or perform any inspections on this ********.  Our Master Technician jump started the vehicle to drive it into the shop.  ****** leak was found, the t-bracket was installed, and the campaign completed with no need for additional parts or repairs.  The technician found the battery in the vehicle unable to hold a charge, and the alternator was found to be working properly when tested.  The customer authorized a battery replacement at her cost and picked up her vehicle.  
  
  Two days later ********************** contacted Korum Hyundai saying her vehicle needed to be jump started again. She accused us of not doing the campaign properly, and stated she was sure that the issues she had been having prior to arriving to our dealership were in fact related to the campaign.  ********************** felt that Korum Hyundai should reimburse her for any tow bills, and diagnose and correct the issue at no charge.  I reached out to her and explained that none of the issues she was having were related to the campaign, which she continued to state we did improperly, as we did not replace her alternator.  During my call with her, she agreed that the alternator must not be faulty, otherwise, we would not be able to jump start the vehicle and drive it.  It is possible there is an electrical short somewhere that is drawing down the battery, but this would need to be diagnosed and repaired separately from the campaign.   I reached out to ********************** again on March 5, 2024, to discuss her ongoing concerns, yet ********************** did not return my call.
  
  As for the handling of Ms. ********** call to the Hyundai Motor ******* (referred to as Hyundai Corporate in her complaint), we have no involvement with, control over,or responsibility for those franchisor employees nor their unhelpful handling of this matter.
  
  It is Korum Hyundais assertion that we performed the requested work in accordance with Hyundai Motor ******** guidelines for this campaign.  No other work was approved or requested at the time of service. ********************** is invited to return to the dealership for diagnosis of her concerns, with the understanding that it would not be covered by warranty, as warranty coverage from Hyundai (beyond campaigns and recalls) ended in 2012 for this seventeen-year-old vehicle.
  
  Respectfully submitted,
  
  *********************
  Service Manager
  Korum Hyundai

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 1st, 2023 I visited Hyundai Korum in ********, **, in search to trade in my Hyundai 2019. The reason for a trade in is due to no insurances coverage Hyundai's due to high theft rates. I purchased a 2021 **** ESCAPE from ************************* at Hyundai that day. Asides from the trade in value for my car, I also put a $1000 down payment towards the purchase.On 01/17/2024 my car was no longer **********. From 1/18/2024 till today 1/22/2024 my car is now in the **** SERVICES department due to a cylinder deactivation/activation solenoid that happened to be malfunctioning and resulting in loss of fuel efficiency, loss of power, lack of engine performance. The total repair cost is $625. I have tried to contact Hyundai Korum and ************************* in regards to this issue, as when I purchased the car there was no mechanical or engine issues listed. Hyundai Korum contacted me 1/22/2024 and once informed about the issue, I was transferred over to someone else and they have yet to contact me again. I can provide supporting documents on request.

  Business response

  01/25/2024

  We understand that you've already had a conversation with your service advisor, who has assured you that the repair will be covered at no cost to you. We deeply regret any inconvenience you may have experienced with your 2021 **** purchase. Your feedback is important to us, and we are fully dedicated to addressing your concerns. In an effort to minimize any disruptions to your daily routine, we have also provided a service loaner.

  We appreciate your understanding regarding the seat adjustment handle replacement, and we've already scheduled our Mobile Van to address this matter next week.

  Your satisfaction is our top priority, and we are committed to resolving these issues to your complete satisfaction. Should you have any further concerns or require any assistance, please do not hesitate to reach out to us at *************************************.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Hyundai Palisade Calligraphy in May this year. After taking ownership of this new vehicle, we came to realize there was an issue with the Passenger side airbag as the indicator light would come on for no reason. We had another repair that was needed upon purchase, so we let the Korum Hyundai ****************** know about the issue. While they had the vehicle, no attention was paid to the additional service request. This is a safety issue so I would have assumed they would have taken it seriously. Instead, we took the car home, and the light came on again. Once again, we returned the vehicle to the service department for them to "clean the connections" and say nothing was wrong even though diagnostics codes confirmed otherwise. We took it home again and again the indicator light continues. We then took it in and they kept our car for approximately 3 weeks while we "waited for parts" to come in which after many attempts to get an update, we were finally told the parts dealer went out of business, so they had to reorder the parts. At that point, I needed my car back so we decided they would call when parts came in. They never did. I finally called them back and the parts had been in for a few days apparently. I made an appointment for today to drop it off for part replacement. I find out later that they won't even get it on in the bay until possibly next week. I asked why I even made an appointment, and they had no answer. I have asked on multiple occasions to speak to a manager and this has never occurred either. This is a warranty issue as well as a major safety concern and we are being treated like our business doesn't matter. After spending $63,000+ dollars on a brand-new car, you would think you would be treated like a valued customer. Guess not.

  Business response

  09/06/2023

  This vehicle was originally brought to ** on 6/6/23 at 547 miles for vehicle protection products (i.e., Chiprotect and Simonize), and with a complaint that the seat belt lights for the rear seats were distorted on the *** unit. Contrary to the customers statement, ************** diagnosed and corrected the issue on that day, finding that the seat belt lights were not connected fully behind the screen.  The customer reached out to us on 6/14/23 that there was an airbag warning light, and being a safety issue on a new vehicle, we had them drop it off that day and arranged for a courtesy vehicle through Enterprise for them.  Due to personal concerns,they stated they needed a 7-seater vehicle; as our only Palisade rental vehicles were out at the time they came in, we arranged for them to have a like-sized vehicle from Enterprise, for which we accommodated them and have yet to be reimbursed by Hyundai Motor America as a warranty claim. The airbag warning light was not on at the time the vehicle was dropped off. There was a stored code for side airbag high resistance, but tests showed the resistance at that time within factory parameters.  Per Hyundai diagnostic procedures, the technician inspected all connections and cleaned them, cleared the code and test drove the vehicle.  The code did not return, and the car was released to the customer on 6/15/23.  The customer contacted us again on 7/25/23 that the light was back on, and, once again, Korum Hyundai had the customer drop the vehicle off immediately, and arranged a second vehicle through Enterprise, as our Palisades vehicles were once again out with other customers.  The airbag warning light was once again not on at the time of service.  The technician opened a case with Hyundai Motor ********* Techline, who advised that no repairs could be made until the problem was duplicated. The technician and I test drove the vehicle multiple times until we were finally able to duplicate the airbag issue.  Techline made a recommendation for repairs,and parts were ordered.  During this whole time, the customer was in a rental vehicle from Enterprise at no expense to them.  The need of the customer for a large vehicle meant that they were in a Chevrolet Suburban, which the customer felt was too big.  They requested to come pick up their vehicle and drive it while waiting for the parts to arrive.  The shipping company lost the parts in transit, which extended the wait for the parts. An appointment was set for them on 8/29/23 for the work to be completed on 9/5/23, as the customer once again needed a Palisade or larger to drive, and that was the first day we could accommodate their courtesy rental need.  The work was completed near the end of the workday on 9/5/23 (i.e., yesterday).  We will be test driving it again today to confirm the repair and have contacted this morning and updated him. 
  
  Contrary to the customer's assertions, ******************* ****************** has treated this issue very seriously, as shown by our working the vehicle into the shop immediately upon the customers voiced concerns.  We have followed all of Hyundais diagnostic and Techline required procedures to determine the cause of the issue, and to correct it in as timely a fashion as possible. 

  Respectfully submitted, 

  ***********************, Service Manager 

   

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car originally had an appointment date for May 3rd. I made a call to the service department to figure out where to leave my car because I was at work and had to have the tow truck drop it off but they put me on hold and hung up after a short while. I called back to no answer so I left a voicemail with my information. I called the next day and actually spoke with someone who said I missed my appointment and that the next available one is in July. I gave him my appointment info and he told me he would get back to me. I never received a phone call back so after a few days I called again to see when and what happened. It played like this for several weeks until I was able to speak to the service manager who got me a date to drop my car off which was the 23rd. When it was dropped off, they said they didnt have my information or an appointment date and that the soonest theyd get me in was ********** I gave them my information and waited for someone to get back to me only for them to hang up again. It played like this for several weeks until the 8th of June i called and left a scorching voicemail that prompted the manager to take the case again and had the person look at it. I never received anything until I made a call on the 12th asking about my vehicle status. They told me they still havent been able to look at it. Finally after calling them multiple times over the few days, they told me it has sludge and theyd contact the manufacturer. They told me this around the 16th of June and that theyd have an answer by the end of the week. I call the following Monday (22nd of June) and still waiting on manufacturer. Ive been calling them since June 1st and constantly getting put on hold and hung up on. ************************* is supposed to be my agent assisting me in the matter but I left over 20 voicemails for him to not respond to a single one via email, text, phone call. I havent even spoke to him

  Business response

  07/14/2023

  **************,                                                                                                      July 14,2023
  
  RE: Better Business Bureau Complaint
  
  Thank you for stating your concern and the experience you have recently had with our ******************.
  
  First, let me personally apologize for the substandard level of communication regarding your vehicles.  As I understand, there was some initial communication indicating your vehicle had experienced a motor failure, and that failure appeared to have been caused by infrequent maintenance on the vehicle, and that the initial response from the Manufacturer was that your vehicle did not qualify for repair and/or replacement coverage from Hyundai Motor America.  Our Service Manager was able to confirm with you these initial conversations had taken place and also acknowledged a significant drop-off of information communicated to you from that point on.
  
  At Korum, we have high standards for the quantity, regularity and quality of our communication to our customers and,clearly, we did not rise to the level of excellence we have come to expect of our team.  We sincerely apologize for this.  As stated previously,our Service Manager, did speak with you earlier and committed his attention,going forward, to you and your vehicle.  He is also seeking Goodwill Assistance from Hyundai Motor America, though that *** not yield the desired result of coverage.
  
  Going forward, you have the commitment of the ****************** team at Korum Hyundai to regularly and effectively communicate any and all relevant information regarding your vehicle.  It is our hope to find a reasonable solution for you and that you *** have many more years of driving your Hyundai.  Thank you again for your candor, we will surely take notice of our opportunity to improve and look forward to serving you for years to come.
  
  Sincerely,
  
  ***************
  General Manager
  Korum Hyundai
  

  Customer response

  07/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still needing to be done but the end result idea is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had bought a car from Korum **** in ******** in which they had assured us that an inspection was done in advance and they had changed the oil.A week later, while I was commuting to work my car had oil related alerts go off and all the oil had leaked out while I was driving. I fortunately was able to make it safely to the side of the road but the car reeked of oil and the engine would no longer turn on. I proceeded to take it to a local mechanic and confirmed that they were negligent in s******* the oil drain valve tightly enough causing it to come loose and fry the engine. As you can see in the attached pictures the crusher washer that should be tightened looks to be in pristine condition, which proves that it was not tightened as it should have been. As a consumer, I was unaware that I should ask to doublecheck something as basic as confirming the valve was sealed tightly during oil change.At every step of the way, Korum had made it difficult. They did not take any initiative in keeping me updated as to the status of the vehicle and I would always need to be the ones calling them to find a resolution. I can provide further call logs if necessary. They had reversed the transaction of the car but still has failed in refunding me for the towing costs as well as the uber ride back to the dealership. I have called them asking for an update regarding this and have not received a call back which seems to be the norm for this company. They have had more than 27 days to do so and still have failed prolonging this horrible experience longer than necessary.I file this complaint in hopes that they will do better in the future for other customers and that they will refund me the costs as was discussed.

  Business response

  01/28/2023

  To Whom it May ********
  
  Ms. ******* (aka *********) vehicle experienced a mechanical failure, for which we accepted responsibility and working with *************** we fully refund her purchase of the vehicle.  We also acknowledge the delays in conducting the necessary research to address the vehicle situation and provided **************** with a courtesy vehicle during this time. 
  
  Due to the fact that there were several dealership individuals involved in handling this situation and her vehicle, we were not as effective in communicating in a timely or consistent fashion.  For that, we apologize to **************** for not meeting our standards of timely and accurate customer communications, and the delays she experienced with us in satisfactorily remedying this situation. 
  
  We believe that by promptly refunding the vehicle purchase and providing **************** with complimentary transportation, we did serve *************** appropriately (notwithstanding our communications failure).   It should also be noted that prior to receiving this BBB complaint, we did reimburse **************** the requested tow bill and Uber transportation amounts, which appears to be her only requested action in the BBB complaint.
  
  As of this writing, we consider this matter closed. 
  
  Sincerely,
  
  ***************
  General Manager
  Korum Automotive Group

   

  Customer response

  01/28/2023

   
  Complaint: 18938698
  
  I am rejecting this response because: I still have yet to receive the check yet and cannot consider it closed until I do as the communication from this business has been inconsistent and untrustworthy. I do not recall providing my maiden name to this company and the fact that they included it in their respon

   

  I had emailed the receipts to the service department on 12/30, called them directly on January 13th and left them a message asking for a callback which they ignored. I had followed up with them via email on January 14 and ignored that as well. Only when I had emailed them on Jan 27 telling them that I was filling a complaint did they respond. They never followed up me within that timeframe when it was a straight forward case of issuing a refund when they confirmed the receipts.

  Hi there. Ive been forwarding our messages to my manger. He is in a meeting right now. I will sit down with him when he comes back.

  The reply I received from their service manager was the below:

  Good morning ****************. I understand your frustration, and will get a check cut for you today in regards to your Uber and tow. I apologize for the delay, as I have never received a copy of the bills, until they were forwarded to me today.

   

  It's truly unprofessional to sit on emails as well as ignore phone calls and to state that they had not received it when it was something they were expecting but didn't care to follow up on.

  Business response

  02/08/2023

  To Whom It May ****************** January 27, 2023, we did mail a check to reimburse **************** for the requested tow bill and Uber transportation amounts as stated. We did reach out to *************** on January 31, 2023, and again on February 6, 2023, to confirm she received the reimbursement check. On February 7, 2023, we received a response email from **************** confirming that she did receive the reimbursement check for the tow bill and Uber transportation.
  
  Again, we do apologize to **************** for not meeting our standards of timely and accurate customer communications; and, the delays she experienced with us in satisfactorily remedying this situation. 
  
  It is our hopes that **************** is now satisfied and this matter is closed.
  
  

• Initial Complaint

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new vehicle from Korum Hyundai on October 20, 2022. I paid cash for my vehicle. The dealership said they were legally required to run a credit check even though I wasn't applying for credit. I signed for the credit check but after researching this issue there is no legal reason why the dealership has to run a credit check when a customer isn't requesting credit. The hard credit check negatively impacted my credit score for no legitimate reason.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchase a truck from them a couple months ago. They said it went though a rigorous inspection and assured us the truck was in good working order. We recently heard a funny noise and took it into our local dealership for service. They said it needed a new transfer case and that there was no way that an issue like this could have been missed upon inspection. We believe this was sold to us with a known issue and was not disclosed or fixed. A new transfer case was over $4300.

  Business response

  10/26/2022

  When we acquired the **** GMC truck, nearly six months ago, our service department did a thorough safety inspection and completed specific repairs that were identified.  As part of the inspection, we also checked on the functionality of major mechanical components such as the 4-wheel drive systems.  At the time of our inspection the 4-wheel drive system on the truck operated as designed and no noises or issues were noted.  We did, however, complete a lube, oil, and filter service; replaced wiper blades, performed a ********************** of both front brakes, replaced both front hub assemblies, replaced all four tires,replaced a front differential pinion seal, cabin air filter, drive belt, and installed two new batteries. From our perspective, we properly and effectively reconditioned this truck for re-sale. 
  
  The truck was safe and road worthy when it was purchased on May 21, 2022.  The customer reached out to us on October 17, 2022, after having driven the vehicle for five months. Unfortunately,we cant predict when a failure will occur after we sell a vehicle which is why we offer every customer who buys a qualifying vehicle, an opportunity to purchase a vehicle service contract that can help cover failures like the one the customer experienced.  When the customer was presented with the option for such coverage, they declined.  In addition, the customer signed the *** Buyers Guide by which they acknowledged that the truck was being sold AS-ISwith no dealer warranty and that the dealership isnt responsible for any mechanical failure beyond the date of purchase (attached for your reference).  Mechanical failures after the sale are the sole responsibility of the buyer.  Given the facts and circumstances involved,there is nothing we believe we are responsible for relating to the cited failure and subsequent repair, and therefore no refund or reimbursement is deemed warranted.
  
  Sincerely,
  
  *******************************
  General Manager  
  

*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. ↩