I purchased a used 2025 Tucson Hybrid Limited from Flow - joshua.hatcher85
I purchased a used 2025 Tucson Hybrid Limited from Flow Hyundai in Statesville one month ago today. The buying experience was pleasant, but the service experience since then has been one of the most frustrating I’ve had with a dealership.
Al, my salesperson, was very nice, and the woman in finance was exceptional. Al encouraged me to buy used instead of new because it was a better deal. The car had low miles, and when it works, I love it and the gas mileage. I also purchased every warranty they recommended.
Within days, the heads-up display and dashboard lights started glitching. It was intermittent, so I waited until it happened more frequently before scheduling service.
I dropped it off on a Friday morning. A few hours later, I received a voicemail saying they couldn’t look at it that day. I called back and was told Austin in service would return my call. He never did. Calls and texts on Saturday and Monday also went unanswered. When I finally reached him Tuesday, he said he hadn’t received the messages and that they had driven the car but couldn’t reproduce the problem.
I picked it up Thursday because I had out-of-state plans and couldn’t take the loaner. Shortly after leaving the dealership, the problem happened again.
About a week later, it became more frequent, and the dashboard screen also started going completely out or turning snowy and becoming unusable. I scheduled another appointment and brought videos of the problem. Austin declined to watch them when I tried to show him, saying I could email them and he would “try” to have the technician look.
I asked to speak with management. The GM was off that day, and service manager Matt was at lunch. The finance manager listened and genuinely seemed to care, though I understood there was only so much she could do. I left messages for the GM and Matt.
Matt called back, but that conversation made an already frustrating situation worse. He told me they basically couldn’t do anything unless they saw the problem themselves and made me feel that my videos didn’t matter. I found his tone patronizing, particularly when he compared my situation with a car he’d owned for years. I’ve owned this car for ONE MONTH and haven’t even made the first payment.
He attributed the situation to Hyundai’s policies and emphasized that having the car there without a repair was costing the dealership money. That was frustrating to hear when I’m the customer making payments on a car that started malfunctioning days after purchase.
He also repeatedly asked for permission to drive and diagnose it, including by text after our call, despite my having brought it in for exactly that purpose and signed the paperwork provided. The communication left me feeling unheard rather than reassured.
I understand intermittent electrical problems can be difficult to diagnose. What I don’t understand is the unanswered calls, reluctance to review video evidence, and dismissive communication. Even if there isn’t an immediate repair, customers deserve clear updates and respectful treatment.
I hope this turns out to be a simple fix. But right now, I have a recently purchased vehicle with unresolved electrical issues and very little confidence in the dealership’s support after the sale. The sales and finance staff made a good impression. The service experience has been a completely different story. Buyer beware.
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