Poor Service, No Accountability, Ongoing Issues with Brand New Vehicle
I purchased my 2025 Hyundai Santa Fe in April/May of 2025 (not from Northwest Hyundai, but they are my local dealer). From day one, the vehicle had a small crack in the driver seat leather, which I noticed immediately after bringing it home with under 100 miles on it. On top of that, my Blue Link has not worked since June.
When I brought both issues to Northwest Hyundai, I was told a claim would be submitted to Hyundai for the seat. Later, I was informed that it was “denied.” After calling Hyundai America directly, I found out that no case was ever submitted at all — the Service Manager simply decided it wouldn’t be approved. That is not acceptable. A dealer’s job is to advocate for the customer, not to make warranty decisions on their own.
As for Blue Link, I was told they needed the car for a few days and that I would be provided with a rental. That was back on August 25th. Since then, I have been called in multiple times for “tests” that led nowhere, still no working Blue Link, and no rental vehicle ever provided. The Service Advisor does not return my messages, provides no updates, and the General Manager has not responded to my emails either.
This is my fourth Hyundai. I like the vehicles overall, but it is frustrating that every new Hyundai I have owned comes with issues — and what makes it worse is when a dealership gives customers the runaround instead of solutions.
It has now been almost a month with no progress, no resolution, and no accountability from this dealership. Completely unacceptable experience.
Net Promoter® NPS®, NPS Prism® et les émoticônes associées au NPS sont des marques déposées de Bain & Company, Inc., Satmetrix Systems, Inc. et Fred Reichheld. Net Promoter Score™ et Net Promoter System™ sont des marques de service de Bain & Company, Inc. et Fred Reichheld.
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When I brought both issues to Northwest Hyundai, I was told a claim would be submitted to Hyundai for the seat. Later, I was informed that it was “denied.” After calling Hyundai America directly, I found out that no case was ever submitted at all — the Service Manager simply decided it wouldn’t be approved. That is not acceptable. A dealer’s job is to advocate for the customer, not to make warranty decisions on their own.
As for Blue Link, I was told they needed the car for a few days and that I would be provided with a rental. That was back on August 25th. Since then, I have been called in multiple times for “tests” that led nowhere, still no working Blue Link, and no rental vehicle ever provided. The Service Advisor does not return my messages, provides no updates, and the General Manager has not responded to my emails either.
This is my fourth Hyundai. I like the vehicles overall, but it is frustrating that every new Hyundai I have owned comes with issues — and what makes it worse is when a dealership gives customers the runaround instead of solutions.
It has now been almost a month with no progress, no resolution, and no accountability from this dealership. Completely unacceptable experience.