NHTSA Complaint #11672813 — 2012 HYUNDAI SONATA

On [XXX] while driving approximately 1.5 hours away from home, a warning message appeared on my dashboard stating: “Hybrid System Warning. Stop and Do Not Drive.” I immediately pulled over and contacted my insurance company, who arranged for the vehicle to be towed to the nearest authorized Hyundai dealership (Thomas Hyundai in Cumberland). The warning clearly indicated that it was not safe to continue driving. Later, I found out that the issue reported (recall 198) have presented cases ending with fire of the engine. It is critical to mention that in January 2025, I attended the official manufacturer recall for this vehicle, which was supposed to ensure safety and reliability. Despite this, the vehicle failed and left me stranded in an unsafe area. Since then, I have been without my vehicle for over three weeks. I contacted Hyundai customer care and opened a case. I was repeatedly told a case manager would call me within three business days, but I never received any follow-up until I insisted. I was eventually assigned a case manager named Snowy, and also remained in contact with the dealership. On several occasions, both Snowy and the dealership assured me that the vehicle would be ready by Thursday, July 10 and that It was not until then that I could start to request a reimbursement for my rental expenses. I repeatedly asked for confirmation because I am renting a car at my own expense in order to go to work and manage my life. However, on Thursday, July 10, I called again and was told the vehicle would instead be ready by Tuesday, July 15. Then, on Friday, July 11, I received an email stating that the engine had just arrived, and that the dealership was only now able to begin repairs. After that, and only once the car is finished, Hyundai will “review” the case and determine whether I qualify for reimbursement. This is unacceptable. I have been without a vehicle for over three weeks, forced to rent a car entirely at my own expense. INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA),