ISLAMABAD – Owner of a Hyundai Santa Fe Hybrid raised concerns over the company’s after-sales service and warranty procedures after water damage to his vehicle resulted in a repair estimate exceeding Rs2 million.
The customer claims that his warranty request was rejected despite the vehicle being parked with its doors and windows closed, prompting questions about the cause of the water ingress and Hyundai Pakistan’s handling of the case.
Islamabad-based customer publicly questioned Hyundai Pakistan’s handling of his case, raising serious concerns about vehicle water ingress, warranty decisions, technical diagnosis, and the company’s response to repeated complaints. He mentioned buying Santa Fe Hybrid after around 40 years of professional work and initially considered it one of the best purchases he had made.
The vehicle was stylish comfortable and loaded with features. His enthusiasm reportedly went so far that he became an “unpaid ambassador” for the model, recommending it to others while making sure the vehicle was serviced through Hyundai’s authorised network—even when that meant paying more. Then, he says, everything changed.
The first warning sign came when Khan noticed water inside the headlight assembly while the vehicle was parked outside his office. According to his account, the weather was clear and there had been no accident. He took the vehicle to Hyundai I-9, where the bumper was reportedly removed and cracks were found inside the headlight.
The explanation he says he received was that the headlight could have been damaged by an impact. Khan was not convinced. He reportedly asked the dealership to show him evidence of such an impact, arguing that the bumper had no visible dent, scratch or other indication that the vehicle had been struck.
Despite his objections, he said the damage was not accepted as a warranty issue and that he would have to pay for the repair himself. The estimated cost? At least Rs350,000. But that was only the beginning. The dispute reportedly took a far more serious turn after rainfall. Khan said his Santa Fe Hybrid was parked with the doors closed and windows fully raised when water accumulated outside. He subsequently discovered that water had entered the cabin.
According to his account, the consequences were extensive. The battery reportedly died, the brake system became locked and the seats were soaked, among other problems. Then came the repair estimate: Rs2,000,010. Khan says his warranty claim was again rejected. That decision left him with a basic but troubling question: How does water enter the cabin of a vehicle that is parked, closed and apparently sealed from the outside, and why should the customer bear the resulting cost?
The customer said his frustration was not simply about the amount of money involved. He wanted an explanation. If a warranty claim is rejected, he argued, shouldn’t the customer receive a written technical diagnosis explaining what went wrong, what caused the failure and why the manufacturer believes the damage falls outside warranty coverage?
He also mention several emails to Hyundai’s head office, including what he described as a final pre-legal notice. He also said he contacted the company’s helpline three times. His account suggests that the response remained largely the same: the complaint had been forwarded to the relevant department. But, Khan claims, a substantive written response never arrived.
Santa Fe Hybrid case comes amid a wider collection of complaints that some Hyundai customers in Pakistan have raised over the years. These reports, which have appeared on owner forums, social media platforms, news outlets and in consumer disputes, cover a broad range of issues. Some customers have alleged long delivery delays followed by price increases. Others have reported difficulties obtaining refunds after cancelling bookings.
There have also been complaints concerning documentation, communication with dealerships and disagreements over vehicle deliveries. One reported Tucson case involved buyer who had paid in full in early 2021 but allegedly waited around seven months for delivery and was subsequently asked for an additional Rs135,000. The dispute reportedly reached the consumer court.
Refund disputes have similarly surfaced, with some customers alleging that their money was not returned within the stated 30-day period.
Customer discussions highlighted several technical and quality-related concerns, although these differ by model and do not represent the experience of every Hyundai owner. Reported complaints have included headlight and daytime-running-light failures, battery drainage, starting problems, infotainment glitches and USB-port failures.
Some owners have discussed brake vibration, unusual engine sounds, air-conditioning problems and rattles or vibrations from interior components. There have also been complaints concerning paint finishes, mismatched body-panel colours, fading chrome, floor mats and the absence of certain features on particular variants. Some Sonata owners have additionally reported premature rust on the underside of doors.
Tyres have become another recurring subject of criticism among some owners. Pirelli tyres fitted to certain Sonata models have reportedly been criticised for bulging, road noise and durability on Pakistani roads, with some owners choosing to replace them earlier than expected. Even smaller components have drawn complaints, including reports of rear AC vent clips breaking easily.
Hyundai Nishat has also faced regulatory scrutiny over its marketing practices. Competition Commission of Pakistan investigated the company’s 2020 Tucson launch campaign over allegations of “bait advertising.”
The regulator’s action focused on promotional pricing that was reportedly available for less than 24 hours before the advertised prices were withdrawn and replaced with a Rs200,000 increase. The company had initially faced a Rs25 million fine, although the penalty was later reduced following an appeal.
For customers, buying a vehicle is only the beginning of the relationship with an automobile company. The real test can come months or years later, when part fails, water enters the vehicle, a warranty claim is rejected or a repair bill suddenly runs into hundreds of thousands or even millions of rupees.
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