ComplaintsforHyundai Auto Canada Corp

• Initial Complaint

  27/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a recall appointment at the Hyundai dealership in Orillia for my break lines to be repaired on 10/03/23 at 10 AM ET. Upon my appointment, their mechanic accidently broke my caliper. The service adviser called me to advise that they made a mistake and that they will be adding a charge on to the bill for their error. I requested my car back immediately, but the service adviser argued with me that they can not give me back my car because they broke it, and that I will need to pay for the part they broke. The manager in the dealership advised me to call Hyundai Canada for a refund. After many phone conversations with them starting on 03/03/23, I received an email from Akash on 11/01/2023. I needed an explanation for the email as it didn't match up with my complaint or charges. Akash called me back on 11/01/23 at 5:18 PM ET to explain to me that the dealership told him the "bleeding screw" was not in warranty. I questioned Akash if he looked at my invoice or complaint. He admitted in the recorded phone call that "He felt he didn't need to review my complaint or invoice charges as what the dealership told him made sense". I advised him I was charged for a caliper, not a bleeding screw and how the dealer broke my rights that day. Akash acknowledged that he did not review the case thoroughly and advised me to send him an email with the invoice attached for his review and that he would call me back within the next few business days with a resolution. I emailed Akash with the invoice and details right away for his investigation. After waiting 6 business days without hearing back from Akash I called them back on 11/10/23 for an update. The representative advised me Akash closed the case and no further action is needed. I requested to speak with a manager as I was promised a resolution for their error. On 11/10/2023 I was advised to wait 3-5 business days for a manager callback they placed for me. Today is 11/17/2023 at 11 PM ET and I have not heard back from them.

  Business response

  07/02/2024

  Dear ******,

  Thank you for contacting Hyundai Auto Canada.

  We received your email through BBB and have reviewed your Case. We see that an agent is working on your file. We will advise your agent to contact you regarding your BBB request.

  Sincerely,

  Dragana

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  VIN   *****************
  
  Status   Incomplete   Recall Date   2023-03-08     Recall Number C0525 - AN (30D059)     Transport Canada Number   2023 - 125
  Book Service Appointment See Details
  Underbody Corrosion
  Recalls Status : Incomplete
  Description
  Issue: Hyundai Auto Canada is conducting a Special Service Campaign that provides anti-corrosion treatment to certain underbody components. Over time, components under the vehicle, including brake lines could corrode. In extreme cases, a brake line could fail and leak. A brake fluid leak can result in reduced braking. Safety Risk: Reduced braking can cause an extended stopping distance and increase the risk of a crash. Corrective Actions: Hyundai will notify owners by mail and advise you to take your vehicle to a dealership to inspect the underbody, including the brake lines. The dealer will apply an anti-corrosion treatment to certain parts, and replace the brake lines if necessary.
  Completed Safety Recalls (6 Items)

  On or about Nov 2/2023 I found another recall on my 2014 Santa fe, in which I had one Repaired June 30/23. The new recall came out unknowingly to me in March of this year. This being the 4th recall in 2 years of my ownership of the vehicle now totaling 7. I feel this should of been addressed when I was there in June on the last recall visit. Fast forward to today I've have no luck with Hyundai Canada@ ###-###-#### Alvera I believe, *** ******* ** *** ****** she's talking about warranties, I'm talking about recalls. and she telling me I got to pay for tow to closest garage 1 hour away. She then proceeded to talk about other out of pocket cost like rentals if the dealership didn't provide loaner cars. This recall business is starting to become an inconvenience. It's causing un due stress . I've explained that I'm in rural NL, ******** ******* ******* ********* *** ***** **** ************ ******* ********* ** * ******* ** ** ** *********. I can not be without transportation I've requested management to return my call and I've been denied. Hence this avenue. I've Called ******* Hyundai 3 full days ago with not return call by an appointment specialist. I'm now seeking other avenues to get this matter addressed at my convivence. I will not be without a car and I will not pay out of pocket. I am not in position to be inconvenienced my time and money with these recalls. Please address this promptly.

  Business response

  08/02/2024

  Dear ******,

  Thank you for contacting Hyundai Auto Canada.

  We received your BBB and have reviewed your Case. We see that the last agent you spoke with advised you there were no incomplete recalls on your vehicle. You can see the Recalls on your vehicle on our website:

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

  If you are experiencing concerns related to this same Recall we ask that you please work closely with your Hyundai dealership.

  Sincerely,

  Dragana

• Initial Complaint

  18/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My 2017 Hyundai Santa Fe had excessive oil consumption for about 3 months. It was taken to a mechanic twice who failed to diagnose the problem. The vehicle then went into "limp mode" on the highway, was taken to a mechanic and diagnosed with a catastrophic engine failure. The vehicle was then taken to the dealership in Calgary on August 25, 2023 and I was told that with the diagnostics performed, they could not 100% guarantee that the issue was caused by the bearing rod issue that warrants an engine replacement. When I asked if this meant that they also couldn't disprove that this was the cause, I was told that I was correct. They stated that the vehicle passed a Bearing Clearance Test, which it did not as shown by the diagnostics result sent to me *** ******** ** **** *********. The dealership told me the request was sent to Hyundai Canada for an engine replacement, but when I called Hyundai Canada the request was never sent. I followed up with the dealership and requested that they send the claim to Hyundai Canada. I was then told that Hyundai Canada denied the claim because the issue could possibly be caused by something else, like the spark plugs. This entire process has been nearly 2 months and I am still without a working vehicle. I was quoted almost $7,000 just to replace certain parts of the engine, though the engine could still fail due to the bearing rod issue since it has not been disproved that this is at least partially the cause. The resolution I am seeking is for Hyundai Canada to replace the engine as per the recall in which my vehicle does fall under, given that the cause of the engine failure could be due to the bearing rod. This is an extremely dangerous situation in which the engine could start on fire or fail on the highway.

  Business response

  07/11/2023

  Dear ******,

  Thank you for contacting Hyundai Auto Canada.

  We received your email through BBB and have reviewed your Case. We see that agent Sanah ******** is working on your file. We have sent her an email to contact you regarding your concern.

  Sincerely,

  Dragana

  Customer Experience

  Customer response

  08/11/2023

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

  Sanah has been assigned to my case since October 13 and has yet to make any effort to contact me. She told me when I opened the case that it would be 2-3 business days before a decision is made but that she "forgets to call people back" (her words, not mine). It is now nearly 4 weeks later, I have called and left several messages for her to call me back with any kind of update which she has not done.  The only time she called me back was after I had a lengthy conversation with a coworker of hers that was much more helpful in explaining where things were at, and even then she did not tell me anything about what had been done.  In speaking to her coworker, it sounds like the issue was never escalated which was the whole point of opening a case to begin with.  

  This has been going in circles with seemingly no progress being made and no communication from Hyundai Canada whatsoever. It is now going on 3 months that I have not had my car and this complete lack of communication and customer service from both Hyundai Canada and the dealership has made this situation exponentially more frustrating. 

  I would like this situation to be escalated to someone above Sanah as I had originally requested. 

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

• Initial Complaint

  05/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought a 2021 Hyundai Palisade from this dealership. They didn't do anything wrong :) My complaint is with Hyundai Canada but I don't have an option on the BBB site to choose the organization. We received a recall notice on the towing hitch in early 2022. The codes on the letter are: Transport Canada 2022-472 Hyundai Auto Canada: ***** ******************** The recall is for 4-pin accessory trailer wiring harness kit that could fail. We chose this vehicle specifically for it's towing capability. Since receiving this recall notice, the dealership disconnected out hitch 40A fuse to prevent a vehicle fire! Now we have no tow lighting making the hitch unusable/illegal until they come up with a solution to the problem. I check in frequently, they have no resolution. So we have not been able to tow our item since we bought the vehicle. This isn't right! Hyundai should be mandated to fix a recalled item in a timely manner - it's been over a year with no end in sight. Please do something about this if you can.

  Business response

  13/06/2023

  Dear *********,

  Thank you for contacting Hyundai Auto Canada.

  We received your email through BBB and have reviewed your request. We spoke earlier on the phone and I mentioned to take your Palisade to the dealership to reinspect the Harness. I spoke with ****** Hyundai's Service Manager "***" which advised me that they have fix available at their dealership for you. Please see *** when you visit the dealership.

  We thank you for your continued Loyalty and we thank you for your patience while we reviewed your case.

  Sincerely,

  *******

  Customer Experience

  Customer response

  13/06/2023

  
  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.
  
  Sincerely,
  
  ********* *** *****

• Initial Complaint

  03/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We own a 2016 Hyundai Tucson and noticed that there was only 0.5L of oil left in the engine when we took it in for a regularly scheduled oil change at about the 118,500 Km mark. Subsequent monitoring revealed oil consumption at an abnormal rate whereby we had to add about 1L of oil every 1,500 Km. A quick search on ****** revealed that many other similar year Tucsons had a problem with burning oil. We brought the car into the dealership to investigate this issue and they said that we needed to go through an oil consumption test whereby the dealer monitors the rate of oil top-up required for every 1,000 Km. The data was then provided to Hyundai Canada at the end of the test period. After reviewing the test results which clearly showed that the oil consumption was irregularly high, Hyundai Canada still decided that our vehicle did not meet a warranty or recall standard and recommended replacing the engine. This seems like a ridiculous recommendation given the mileage of the engine and that this problem is most likely due to a manufacturing defect and/or quality issue since it is a known defect for Tucsons. We are the second owner of the vehicle and have had regular oil changes at the recommended intervals. The previous owner also had oil changes at the recommended intervals. **** ******** the carfax report with the previous owner's service history. We are now left in a position where we must consider replacing the engine at our expense on a car that is less than 8 years old, or replacing the car where we can no longer get reasonable market value because of this known defect. **** ***** ***** ** *** ******** ******* *** ********* ** *** ***** ******* ****** **** ******** **** ******* ******* ****** ** *** ******** ** ********* **** ***** ****** *** ****** ** ***** **** ** ****

  Business response

  08/05/2023

  Dear ****,

  Thank you for contacting Hyundai Auto Canada.

  We received your email through BBB and have reviewed your concern. We regret to learn all the experience that you encountered with your 2016 Tucson.  We strongly recommend for you to take this vehicle to the closest Hyundai dealership for an inspection. Based on the inspection, it will be determined if this issue is relating to a recall. We cannot guarantee the diagnostics fee or repairs will be covered. Should you require information about any recalls we ask that you visit our website below:

  https://***********************************************

  While we cannot change your past experience, we hope that any future dealings you have with Hyundai will be more satisfactory.
  

  Sincerely,

  Dragana

  Customer Experience

  Customer response

  08/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: we already have taken the vehicle to a Hyundai dealership prior to submitting this complaint and the resulting recommendation was unsatisfactory. Did they even read our complaint?
  
  Sincerely,
  
  **** ***

  Business response

  18/05/2023

  Dear ****,

  Thank you for your reply.

  We are sorry to hear that you are unhappy with the dealerships response. We understand you have read online other reviews about the vehicle. The dealership has strict instructions to follow, should your concern when you do the oil consumption test be related to the Recall then the dealership will perform the Recall repair accordingly. If the repair part is not part of the Recall, the dealership cannot provide a free repair as per the Recall. All the vehicles have their own specific part numbers that may or may not apply to the Recall. We understand this is frustrating and we apologize for that but we are sure the dealership has done all they can in this matter.

  Should you still wish to see if something can be done, we ask that you review directly with the Service Manager.

  Sincerely,

  Dragana

  Customer Experience

  Customer response

  24/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: I am unhappy with Hyundai Canada's response. How this doesn't qualify under a recall is beyond me given the # of other complaints regarding the same issue. It speaks to the quality of Hyundai's vehicles. I guess I will be looking at other manufacturers in the future for my next vehicle. Hyundai would rather lose potential future sales instead of doing the right thing.
  
  Sincerely,
  
  **** ***

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in January 30th I went to ********** Hyundai because my engine has stalled on me in August and September I needed to get an oil change and ignition coil I got the oil changed on that day and the ignition coil was done the week later I was told to wait and see what happens I did not get this oil change at the **** Hyundai I got it done at ******* **** my engine failed on me again on April 17th turning left from Dundas on to Cochran my car completely shut off I made an appointment with ****** Hyundai cuz I had also gone there before I arrived there I had to be at work for 3:00 I arrived there about quarter after 10:00 I inquired to the man behind the counter if I had to pay for the diagnosis test because I already had it done in *********** and it was my understanding that Hyundai Canada gives the test for free if your engine has failed I was verbally ********* by this young man he says I want to pay *********** but I don't want to pay ****** he threw my documentation at me that I have handed him from *********** he yelled pass me to the receptionist inquiring saying to her about me are you listening to this in front of staff and in front of him customers I said that it was taking oil on oil was going somewhere and he says it's probably oil consumption and he yelled to me that's not for free either I was so embarrassed I ended up putting my keys down and said something silly I said fix it or I'm going to call my lawyer I didn't know what to do I was embarrassed so I walked out left my keys there 2 hours and 40 minutes of standing outside with my car crying unemployed finally brought my keys out to me the young man's manager ******* also got on the phone to say that his employee was right I called head office filed a complaint three or four days of emailing with this woman named Dragona and gave me peace of mind implied that they were going to do something for me a half an hour before I picked up my rental and said they're not paying for anything

  Business response

  08/05/2023

  Dear ******,

  Thank you for contacting Hyundai Auto Canada.

  We received your complaint through BBB and have reviewed your concern. We sincerely regret the issues and concerns you encountered with the Ontario Hyundai dealership. We understand that this could be a very frustrating situation. We want to assure you that your concerns have been documented within our offices and the appropriate steps were taken to review the concerns with the Ontario Hyundai dealership. 

  We regret to hear about the concerns you have experienced with your 2017 Elantra and the dealership. We were advised you had gone to the Ontario Hyundai dealership where you requested a free diagnostic. The dealership advised their will be a fee as our dealerships are independently owned and operated. Please note that their are no recalls on this vehicle and that the vehicle is well out of its warranty. We see that the agent you spoke with did review your case with our Internal warranty Manager to the fullest, but your case has been declined further assistance. Should you still wish to repair the vehicle please understand their may be a fee to you.

  We appreciate you taking the time to share your experience with us, many changes and improvements to the service come about due to feedback from we receive from our customers. While we cannot change your past experience, we hope that any future dealings you have with Hyundai will be more satisfactory.

  
  We thank you for choosing Hyundai.
  
  
  
  

• Initial Complaint

  21/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a 2022 Kona N line AWD Ultimate on Feb. 22-2022 from Hyundai ************** in Quebec.My car has now only 135km which have been used only for testing. The FCAA Forward Collision Avoidance Assist WARNING does not work as described in the Owner's manual. There is no Audible warning unless you are practically on the bumper of the car in front. Hyundai, *********** keeps saying that I rely on this system to break which is not at all the problem as I know that I am responsible for using the breaks but I bought the car because it says under section 7 page 7-5 for the FCAA: the basic feature is to warn and help control the vehicle depending on risk level. The collision WARNING message will appear on the cluster and an AUDIBLE WARNING will sound, if the vehicle is detected in front, the function will operate when your vehicule speed is between approx. (10-180km/h) and same for pedestrian warning between (10-60km/h). Everyone at Hyundai, be it the dealer or Hyundai Canada keeps talking about Emergency braking and NOT THE FCAA WARNING Sound which is the reason I keep bringing it back to the dealer. I have now made an independant test at another garage who has found the same problem. We have all supporting documents

  Business response

  24/05/2022

  Business Response /* (1000, 10, 2022/04/18) */ Hi *********, thank you for taking the time to provide us this feedback. We have been communicating with your Servicing Dealership to review the concerns expressed. We encourage that you continue to work closely with them. Thank you

*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. ↩