Don Franklin Lexington Hyundai

I’ve bought 3 cars from this dealership and aside from the first sales agent (that situation was resolved well on the part of the dealership) have had great experiences. About 6 weeks ago I purchased a brand new Hyundai sonata. It had less than 100 miles on it at purchase. I test drove it but never on the highway. The same day I bought the car, on my drive home, I noticed vibrations in the steering wheel and coming through the seat and pedals when going 65-75 mph. The next day my tire pressure notification came on, every tire was at 28 or lower, which personally I think that should have been checked before I brought it home but I digress. I thought maybe that was the cause of the vibrations and filled my tires. The vibrations did not go away but I did not have time to bring the car in until recently. My first appointment was on 11/21. Initially they told me 2 people had taken the car out and couldn’t feel anything. I took the car out with a technician and he was able to observe what I was feeling. They performed a “fix” and sent me on my way. On the way home as soon as I got on the highway I noticed the vibrations were worse. Immediately called and scheduled and appointment for 11/26. On 11/23 I hit a curb. Nothing serious and not in any way related to the initial issue. At my second appointment on 11/26 they claimed the damage from the curb was what was causing the issue all along and wanted me to pay $1500 for a new tire that likely wouldn’t even fix the issue, since it happened AFTER the first visit. A very frustrating experience where they just seemed to pick something that would be an easy fix/reason even though it had no relation. I paid for a brand new car and expected it to run as such. Definitely will not be using them for future issues or purchases as they have lost my trust completely

Absolutely disappointed and furious with our experience at Don Franklin-Hyundai, Richmond Rd Lexington, KY. We purchased a brand new car that turned out to have serious mechanical issues after driving it for just more than 2 weeks. It got towed back to them. When we brought this to their attention, they flat-out lied to us, claiming we had no right to return or exchange the vehicle. Their reason was, the documents were already done and transferred to our name. Clearly the car qualifies as a lemon under consumer protection laws. Instead of standing by the product they sold and making it right, they chose to dismiss our concerns and dodge responsibility. This is not just poor customer service- its unethical and deceptive business practice. We trusted this dealership and were met with dishonesty and zero accountability. We are now having to take further steps through legal channels and lemon law protections-something that could been avoided had they simply acted in good faith. If you value transparency, honesty, and basic respect as customer, stay away from this dealership.

Alexis Holland in the service department was very unprofessional and not helpul at all. Every time I went to tell her something she would just cut me off with some excuse as to why they couldn't do this or that very unfriendly definitely not what you need when your car is having trouble. My transmission was not shifting properly and wouldn't go into overdrive but she said oh well we cant drive your car over the speed limit and then she smugly said I would have to pay $170 fee to have the car looked at because it was over 5 years old but my transmission is covered under the 10 year powertrain warranty as I am the original owner. I got so upset I just hopped back in my car and backed out of the garage and drove off. I felt very disrespected to be sure just a miserable service experience I would be embarrassed to interact with customers like she did with me.