Ontario Mother Demands Answers After Kids’ Hyundai Failure

Jenelle Hughes worries every time her two older kids drive their car to Fanshawe College in London, Ont., from their home in Dutton.

On March 12, the widowed mother of three felt “heartbroken” when she heard that the 2019 Hyundai Tucson suddenly lost power on Highway 401. Luckily, her 20-year-old and 19-year-old weren’t injured and managed to restart the car slowly before getting it home, according to Hughes.

Later, mechanics informed her – stating it would cost thousands to repair – that she should reach out to Hyundai regarding a transmission issue mentioned in a special bulletin released in the U. S.

However, Hughes claims the company hasn’t offered any help and she can’t afford the repairs. She now shares another vehicle with her kids, who drop her off at work before heading to London.

“It just makes me feel like they don’t care about individual situations and they’re only focused on their profits,” she said about the company.

“I’ll never purchase a Hyundai vehicle again after this.”

Diagnosing the Issue

Hughes explained that when she bought the used car last summer, it had just 40,000 kilometres on it and passed inspection “with flying colours.”

But then came the incident on Highway 401.

She mentioned two mechanics looked at the car. They told her that the transmission fault code appearing during a scan matched a known issue affecting over 20 Hyundai models from 2006 onwards, based on a technical service bulletin (TSB) from Hyundai Motor America in the United States.

The mechanics suggested she contact the company directly; thus, she took her car to Finch Hyundai in south London. However, she was dismayed when staff informed her that no such bulletin exists and she’d have to pay for a $10,000 transmission replacement herself.

Additionally, mechanics advised her against driving the vehicle for safety reasons until it’s repaired.

Hyundai Clarifies TSBs Aren’t Safety Recalls

A TSB is basically a communication from an auto manufacturer providing guidance for dealerships. The information can include anything from simple updates and improvements to repair instructions for more serious issues like faulty transmissions, according to George Iny, president of the Automobile Protection Association.

Even so, it’s not considered a safety recall. But according to the TSB given to Hughes, if they find any specified fault in her vehicle, they are supposed to replace it under normal warranty conditions. Dealers may also submit requests for “goodwill consideration” if vehicles are out of warranty but have faulty parts “subject to callback” by manufacturers.

CBC reached out to Hyundai Auto Canada regarding Hughes’s situation.

The company stated that TSBs “are not recalls; they do not indicate defects or broader issues and do not extend warranties.”

While Hughes’s model is listed among those affected by this TSB issued in another region, Hyundai Canada noted that “The bulletin referenced here was not issued by Hyundai Auto Canada. TSBs may vary by region depending on market needs and aren’t always relevant across different areas. In this case, since it was purchased as a used vehicle already outside of warranty.”

The company did not disclose whether they’ve issued any TSBs in Canada concerning this same issue; they’re only required to inform Transport Canada about such matters.

‘No One Takes Responsibility’

The risk of a vehicle losing power unexpectedly-especially at highway speeds-is indeed concerning from a safety standpoint,” Iny said.

Although this TSB originated in the U. S., he emphasized that doesn’t rule out similar issues occurring in Canada too.

“Generally speaking when there’s an issue reported stateside; it’s likely also present here,” he added.

“We operate within what’s referred to as a continental economy where similar standards along with models and powertrains are sold across both countries plus Mexico.”

George Iny points out that typically if there’s an issue identified stateside; it usually shows up here too.

When asked about Hughes’s transmission concerns he commented that it seems improbable for such potential problems-as outlined within this specific TSB-to be restricted solely within American markets.

“This list encompasses numerous Hyundai and Genesis products spanning over ten years. Whatever differences exist [in terms of transmissions], this particular weakness appears widespread across various lines.”

Seeking Accountability

Iny advised customers facing safety concerns like these should report them directly through Transport Canada.

“One single complaint isn’t likely enough for triggering recalls but if there’s a pattern involving multiple complaints-that could prompt them into investigating further.”

Hughes expressed little surprise regarding Hyundai’s reaction but agreed with Iny’s perspective emphasizing how serious “a huge safety concern” is surrounding her Tucson.

“We want our kids safe while driving! If they’re behind wheels of cars where manufacturers refuse accountability during accidents-or worse-when lives hang in balance-it’s disheartening.”

“I believe it’s merely an excuse crafted so they won’t accept liability or assist others.”

“Out of good faith it’d have been nice receiving more compassion throughout all this.”

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