Experience has been a nightmare
I purchased a 2025 Hyundai Tucson Ltd Hybrid, which I have had for less than two months. 3 weeks ago, the engine suddenly failed while I was returning from a job, which was the beginning of this entire issue. It was during this incident that the vehicle was diagnosed with a major oil pump unit problem. A severe engine related defect this early in ownership should never happen on a brand new vehicle, and it immediately raised serious concerns about safety and reliability.
Unfortunately, what happened during that initial breakdown only made the situation dramatically worse and further confirmed that I cannot trust the vehicle or the support process around it.
During the incident a couple of days ago (11/17/2025), the vehicle became completely inoperable. While the engine started, the car would not move forward, reverse, or even roll. A Hybrid System warning appeared on the dashboard coupled with the check engine light amongst others, which is extremely alarming for a vehicle I have had for less than two months.
I called Hyundai Roadside Assistance and waited outside for over an hour in the cold until AAA arrived. When the driver inspected the vehicle, he confirmed that although the car displayed that it was in neutral, it clearly was not because it would not roll. He refused to tow it due to risk of damage and advised that another truck with the correct equipment would be needed, with an estimated arrival time of an additional 90 minutes. Hyundai eventually arranged a Lyft home, but only after I expressed concern about waiting that long under unsafe conditions.
By the next morning, I expected a simple update. Instead, the situation spiraled into complete confusion.
The dealership repeatedly insisted that they did not have my vehicle.
They checked their lot, garage, parking areas, and key box with no result.AAA claimed they had no record of the vehicle.
Hyundai contacted AAA again, and AAA confirmed twice that the vehicle had been delivered to the dealership address.Yet the dealership continued to state they never received it.
I was transferred between Customer Service, Bluelink, and other departments with no answers and was even advised that I might need to file a police report regarding a vehicle I had entrusted to Hyundai’s authorized roadside partners.
After hours with no clarity, I had to take initiative myself. Using the Hyundai app, I located the vehicle and discovered that it had been dropped off at the completely wrong address. Neither Hyundai, AAA, nor the dealership had this information even though they were collectively responsible for the car.
On top of all of this, I have also been placed in the extremely inconvenient position of having to search for rental cars myself, within a strict daily price limit imposed by Hyundai, instead of being provided a loaner or a direct rental solution. The burden of sourcing temporary transportation should never fall on the customer, especially when the vehicle failure was through no fault of my own. This added a significant layer of stress, time loss, and financial pressure during an already difficult situation.
When Hyundai attempted to correct the mistake, they sent the same AAA driver who had been unable to tow the vehicle in the first place. As expected, he could not tow it again and stated that another truck would be needed. At this point, I remain without my vehicle, without transportation, and I have already lost income, time, and appointments because of this ongoing situation.
This entire ordeal from the initial engine failure and major oil pump defect, to the mishandled roadside process, misdelivery, lack of accountability, and repeated misinformation has been extremely distressing, unprofessional, and far below the standard of service expected from Hyundai. Additionally, my car is still at the workshop as i type this. It’s been 3 weeks!!
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