If I could give zero stars, I would. - cjohn3131
If I could give zero stars, I would.
We brought our 2014 Hyundai Santa Fe (160,000 miles) to Jones’ Hyundai after the engine suddenly seized due to metal shavings in the oil pan—a known issue that led to a Hyundai recall. We maintained the vehicle exactly per the manufacturer’s specifications, so we assumed Hyundai would stand behind their product.
Instead, we learned about the recall after the fact, because Hyundai never notified us. When we contacted Hyundai Corporate, including Niveditha (Hyundai Corp representative), we were told that despite the recall they would not cover the full replacement cost—the best they could offer was a 70/30 split. We reluctantly agreed because we needed the vehicle back, but it felt like we were being held financially hostage over a known defect.
It gets worse.
Both Hyundai Corporate and Jones’ Hyundai repeatedly referred to the replacement vehicle as a “loaner.” At no point, did anyone disclose that this was actually a rental for which we would be financially responsible. Once our Santa Fe was ready, suddenly we were informed that we were being charged for the rental fees.
There is a very clear difference between a loaner (provided by the dealership at no charge while warranty/recall work is completed) and a rental (at the customer’s expense). Referring to a rental as a “loaner” is not a misunderstanding—it is misrepresentation.
We trusted Hyundai and Jones’ Hyundai to handle a recall ethically and transparently. Instead, we experienced:
Lack of notification on a serious safety recall
Refusal to fully cover a defect-caused engine failure
Misleading communication about a “loaner” vehicle
Surprise charges after the work was completed
This has been the most frustrating, misleading, and frankly dishonest dealership/manufacturer interaction we’ve ever had. A recall exists to protect consumers—not to create opportunities to shift costs and play word games.
Hyundai had an opportunity to make this right. Instead, they showed us exactly how little they value their customers.
We will never go to Jones again for anything, and we will warn others accordingly.
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