On 12/22/22 I took my 2021 Palisade to Southern Hyundai - Josh C
On 12/22/22 I took my 2021 Palisade to Southern Hyundai for a routine oil change at the 37K mile range. I was told by the line manager "Shane" that it was time for the Hyundai recommended engine flush, valve cleaning, break flush, etc. Reluctantly I agreed to some extra maintenance, as I was suspicious of the actual need with such few miles on a new car. 100's of dollars later the car was returned to us and during the first week, we started experiencing alerts and error codes that were all related to the radar and early breaking safety system. The radar would self-disable after reporting it was blocked, yet there was nothing blocking it. The car would not perform "smart cruise" and it automatically applied the brakes on my wife as she drove down I-85, for no reason. Given the obvious mechanical problems and safety concerns, I called the service department to schedule an assessment. I was met with immediate hostility and defensiveness as I explained the situation. I was constantly informed by the line manager that they were not at fault, despite my lack of blaming them. The appointment was scheduled and the car was dropped off. After 1 week I called for an update since I had not received any calls from them. I was told they had not yet worked on it. I repeated my concerns and impressed upon them my desire to have it repaired and returned promptly. The following day I received a call from a receptionist, not a manager or a technician, to come to pick up my vehicle, and that there was nothing wrong with it. I called to complain and was met, yet again, with hostility and denial of blame that I had not cast. RELUCTANTLY I picked up my vehicle only to find damage to my front bumper as I inspected the car in their parking lot. I showed the damage to their Service Manager "Alexi" who also attempted to argue and deny any fault. They took preliminary pictures of the car, per their procedure, but were only able to produce pictures of the sides and rear of the vehicle. The front pictures had mysteriously disappeared. They agreed to replace the trim but insisted the car was not malfunctioning, there was no evidence on the vehicle computer and they couldn't recreate the conditions. They insisted I take the vehicle and wait for the small trim piece to arrive. Immediately, I began to have the same sequence of events repeat itself. We experienced repeated error codes, blocked radar, failed "smart cruise", Rear radar fault, side radar fault, and vehicle auto-breaking for no reason while on the interstate. This time my wife was 2 hours away from home and neither of us was willing for her to risk her life to return home in it. This was obviously contrary to the service departments and managerial staff at Sutherlin Hyundai's advisement, as their lack of concern for our safety was extraordinarily evident! They were only concerned about their money over our safety or their promise of good customer service. They repeated their original statement that nothing was wrong with the car and they had done nothing wrong.
We decided we would get a second opinion. The car was only a few miles away from where we bought it, so I ordered a rental car, for my wife's safety, and delivered the Palisade to a separate Hyundai Dealership for evaluation. After explaining the current situation, vehicle condition, and horrible experience with Southern Hyundai Service Department, the new dealership took our car, treated us fabulously, and ensured me they would find the problem. After 2 hours with my car, I received a call, from their Manager, to inform me they have located the problem. My radar bracket had been bent by 1.5 degrees down when, it looked to them, that someone stepped on the front bumper. This also explained the bumper damage. I asked them how they knew this and were able to determine this so quickly. Their answer was the fault codes were in the vehicle computer (contrary to what Sutherlin Hyundai said) and they put the vehicle in their Laser alignment system for the radar and safety system (Sutherlin Hyundai did not do this). The new dealership also informed me that my vehicle should not have had any extra maintenance per Hyundai recommendations at the 37K mile point and that the other dealership should not have sold and performed those services. I HAVE BEEN CHEATED AND LIED TO, AND MY WIFE'S LIFE WAS PUT IN DANGER BY SUTHERLIN HYUNDAI!
I attempted to escalate the conversation to the General Manager of Sutherlin Hyundai and was appalled at how I was spoken to and treated. After explaining the entire situation, including the pictures of the error codes with the milage, the reports from the other dealership, and the statements of our experience I requested that they pay for the damages, reimburse my rental vehicle fee, time, and fuel costs, as well as, pay for the loss in vehicle value due to their damage, negligence and failed customer service. I explained that since their pictures disappeared mysteriously, I was told there were no error codes on the computer, and their willingness to allow my wife to risk her life in this vehicle - MY TRUST WITH THEM WAS GONE. The only option I was given by Sutherlin was to deliver the car to them and allow them to fix it. I replied, "NO, I do not trust you any longer." I requested they evaluate the repair cost and write me a check to include the loss in value, rental car cost, and fuel cost. I stated they would prefer to take my vehicle where I wanted to and trusted. They refused and said they would not entertain this option. I also stated that I had purchased a car from them for my daughter and customer loyalty did not matter at all. They have already got my money and now they don't care about their word or customers' safety over their money.
This company only cares about their money, not their word or OUR SAFETY. DO NOT USE THIS COMPANY FOR ANYTHING! ******BEWARE********
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