Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 13,2023 my husband and I went to **** along *** to buy a Telluride. there was a basic model that just came but hadnt gone thru inspection yet. we looked at it but test drove another more expensive model already on the lot. ******** repeatedly said it was the same car as the one that we looked at, just a different trim. We liked how it drove and decided to buy the basic trim. After taxes and everything, we gave $48k for it. During inspection they found a cracked tail light and dent in the back door. I was told someone would reach out to let me know when it would be ready but I never heard from anybody . It went to the body shop for almost 2 weeks and I had to call multiple times to try and get any info. When I finally picked up the car last week there was paint on the tail light and powder all over the inside from them repainting the door. The next couple days when I finally had the car at home, I was getting familiar with the drive modes as it was not driving very smooth and realized this car did not have Snow Mode and was not AWD. The car we test drove was AWD, and again we were told more than once by the salesman that the only difference between the Telluride we test drove and the one we bought was the trim. I called to speak with our salesman and didnt hear back from him. I went today (5/8/23) to speak with someone and was told they would only trade it in and kept pushing for me to get a more expensive Telluride despite my telling him multiple times I did not want to pay more. Ive only had the car 1 week and this was not what we thought we had bought. I shouldnt have just trusted the salesman but we really did believe that we were buying an AWD Telluride like the one we test drove just in a basic trim. He never mentioned that it was only front wheel drive. All the paperwork was given on a usb device that is not accessible on my computer so I cant see what would validate a return/exchange, but I feel like bait and switch would apply.

  Business Response

  Date: 05/08/2023

  **** and her husband purchased the Telluride on 04/13/2023, not last week. I have included the proposal where Mr ******** initialed the bottom. The customer also saw the **** showing it being a FWD, not an ***. There was no bait and switch, the customer was looking at two different ***** one Sorento and one Telluride and she picked out the Telluride. We sell both *** and FWD Tellurides, she was never told it was an all wheel drive. The *** would have been much more expensive and they had a budget. When **** came in today we were going to give her $42000 for the Telluride and she bought it for $44000. We are trying to help her, but she doesn't understand that the *** is about $5000 more than a front wheel drive Telluride, she cant just trade straight across for an *** one, its more money. Please let me know if I can help further. ************************* GM

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 20033076
  
  I am rejecting this response because:

  I said we bought the car on 4/13 but picked it up last week because it was in the body shop for damage found on the back door during inspection. So Ive had it just a few days and only maybe put 100miles on it. We were told we couldnt test drive this car because it hadnt been through inspection. We were told it was exactly the same as the Telluride we did test drive, which was an ***, more than once. Today they only offered $42,000 IF we traded in for a more expensive Telluride. They offered $39,000 if I traded for something else. I understand that the *** is more expensive than a FWD, but that doesnt change the fact that we feel mislead in this transaction. I would like to just get my money back and take my business elsewhere. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I see that these cars have been recalled due to engine problems or transmission stalls I want a new transmission and engine to cover costs for the recall and to be secure with my vehicle the dealership lied knowingly about the car and failed to reveal it carfacts was done in office final saleFront grill torn off dealer has promised to repair, I was given only a set of key and a remote for the, When I bought the car and looked in the glove box,Inside the door of the car is a has a orange stick *********, The date of accident is unknown ask dealership I j, ******** promised to honor extended warranty of 4 I want my car repaired with new engine and transmission

  Business Response

  Date: 01/09/2023

  She did not buy a **** it was a ******* Elantra. She should try to get ahold of ******* to talk about warranties or engine problems. We did not sell her a car that was in an accident, I am attaching a current Carfax report. The two accidents on the Carfax were done after she purchased the car. Her purchase date was 01/14/2020 and the first accident was on 08/02/2021 and 07/21/2022. And I am also attaching the "We Owe" where she signed off stating as is nothing else. We never promised a 2nd key or to fix a bumper. 

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased a *** (with warranty) January of 2021 and since then we have had several mechanical issues. We brought an issue of an oil leak to the service departments attention in April of 2022, we brought the car in to be evaluated where they informed me a valve needed to be replaced. I then paid out of pocket (the staff told me it wasnt covered by my warranty) to have it replaced and was told to come back in 1k miles to have a consumption test done. We did this twice and at both visits, we were told that the car is looking great and that we are not loosing oil. But on November 26th I noticed my check engine light come on. I called *** to make them aware but also question the process of the repair and as to why I was told that I am not loosing oil but now when I go to check my oil level I am complaining out. The person the the phone informed me that this will be brought to the ** attention to prioritize getting this resolved. 10 days went by with no call. I call agin and spoke to another member of the staff, she picked up my car the next day to have it looked at. And that afternoon was told that in fact the tests were not done properly and that the work was not completed to the to the standard that they should have. I have had a long conversation with the ** but had no remorse, not taking responsibility for this issue, and isnt concerned as to why this is an issue we are dealing with.

  Business Response

  Date: 01/09/2023

  ******* is being taken care of by ******************* from our corporate office, ******* and I did meet and after her using multiply profanities in my office I am letting **** and her figure out the best way to get her and her car handled. I will not be treated disrespectfully or be cussed at by her or anyone, so I do hope that **** can help. If **** needs help he will be reaching out to the service manager ***** or myself. 

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 1/2022, I was advised that my sunroof needs a new motor due to struggling to close. I waited outside, & it was cold. We agreed to wait for a warmer day. I made a July 28th appt for an oil change, tire rotation, check slow leaking tire & possibly patch, give quote for replacing splash guard, change sunroof motor & check seat adjustment switch. They changed the oil, rotated tires, said they couldnt find the leak, overinflated my tires on my Sorento to 42 lbs, said theyd no idea about the sunroof even though I mentioned it when I made the appt & again that day, replaced the splash guard w/out a ************* permission & said Im wrong about the switch. I was surprised that they replaced my splash guard rather than giving a quote. I said requested work wasnt done, & they said theyd need my car for a whole day to find the leak. They disregarded the sunroof & said theyd call the next day to set an appt. After 2 weeks, my husband called & set an appt. I showed him the text I received attempting to get a perfect rating on their survey. My appt was at 9, &, when I mentioned the sunroof, I was snapped at. Apparently, it needs to be ordered. I make sure to say this when appts are made! In the afternoon, my hubby called for update. The manager of the service ***** ******, lied saying hed spoken w/ me earlier that day. I hadnt spoken w/ him. Tire has 2 nails. ****** called me at the end of the day & said my sunroof issue must be a cold weather issue & doesnt need to be replaced. He said yesterday was a cold day just like in January. On that **** day, I was bundled & was still very cold. Yesterday, 8/16/22, our temps were in the 70s. He then said the sunroof clearly works in the cold. Made no sense! It doesnt work well in any temp! My sunroof struggles to close to the point that I dont open it out of fear thisll be the time it wont close. Why isnt the recommendation made in **** to change it listed on my account? Warranty runs out in ***** miles.

  Business Response

  Date: 08/23/2022

  Customer called and everything is fixed, she is happy.

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2019 optima, finance man put in hidden charges which include an extended warranty and a service plan. didn't tell me about it and didn't even care to give me ANY information about such services included, what they cover or length of coverage etc, just hoped i wouldn't notice.I financed the car June 25th with the car unable to be delivered due to a fender well lining needing replaced, that was fine and was told i would be contacted when the repair was finished to take delivery. I was informed July 1st the car was ready(6 days later). I arrived at around 4:30 to take delivery and to cancel both service plan and extended warranty. The finance man explained the coverage FINALLY after i requested cancelation, I wanted him to show me the info about the up-charges in my documentation, he then acts like the usb drive was broken or didnt work on his pc even though i watched him and he was clicking on random things within windows not even trying to open the thumb drive.(I know computers). he then made the excuse that his printer must of broke...???After some back and forth he agreed to cancel the extended warranty, said it would be credited back to the loan($4900).It has been 6 weeks now and have attempted to contact the dealership about about the status of the cancelation i am told I must talk to the finance person but he has not returned a call.I have video evidence of the cancelation conversation that i have uploaded to ******* and have attached a link to said video on this complaint. The video is 15min and contains evidence of his form he filled out and had me sign, me stating i haven't takin delivery of the vehicle, that i am canceling, etc. The video starts after i realized he filled out the cancelation form without a date assuming he was trying the dealership scam of putting in a later date so they don't loose out on the warranty sale kickback.I just want this warranty plan canceled and refunded in full.https://youtu.be/HQXXJqTaRGM

  Business Response

  Date: 08/29/2022

  Check was cut and sent to ENT for his cancelation of warranty on 06 July 2022 I have of the copy of the check. Ent never posted the check to the account, so check was VOIDED on 24 AUG and a new check was sent that same day. Not sure what day the check was cashed, my business manager is out of the office. Customer knows situation and I have not heard back from him.... 

  Customer Answer

  Date: 08/30/2022

  
  Complaint: 17701723
  
  I am rejecting this response because:
  
  
  
  Apparently this just happens to be the worst luck for either me or the dealership?
  
  lets count all the issues from this 1 transaction
  
  1. Ask finance man to show me in my paperwork on the thumbdrive the information on all these upcharges, like what did i buy? what does it cover? length of time??? anything!
  The man pretends the thumb drive doesn't work while he clicks random things on his pc.
  
  2. Make the man show me his copy of the pdf and show me all up-charges, oops...not there, conveniently none of this is not in any of my documentation.
  Excuse: oh my printer broke, but only for those specific pages.
  
  3. Title/Registration paperwork gets "lost" and sent to another county.
  Excuse: sorry it got put in the wrong pile.
  
  4. I file a report to the Colorado ********************** on 8/21. 8/23 my case is accepted and a criminal investigator is assigned to my case and confirms he will be contacting the dealership to enquire about the status of this cancelation. 
  Then the check that happened to be sent out (the day after a criminal investigator was assigned to my case) failed to get cashed(Crazy timing right?) 
  
  5. Apparently lost my contact information even after multiple messages asking for a returned call with the finance man, receptionist, dmv/title clerk. heck even a message to the texting service number which the person responded i needed to contact the finance department.
    between every call i made a message was left for atleast one of these people to have a status update returned to me. finance manager for update on the cancelation, receptionist for the finance man also, and title clerk for my registration.
    
  I'm not sure why to get anything done is requiring contacting official channels but this cannot be just coincidences all pilling up.
  
  As far as this complaint it MIGHT be settled depending on if the "new" check was actually sent.
   
  -*************************

  Business Response

  Date: 08/31/2022

  This is the current email from the Investigator, we did get a warning letter. Ent received and cashed the check, printers in the store all work, all our USB drives work too, no idea what he is talking about. Why not try to contact the ** with concerns.

  This is a courtesy email advising ********************* that this investigation has been completed.  
  
  ****************** initial complaint indicated that ********************* refused to refund the purchase price of a service contract.  This investigation concluded that ********************* submitted a check to ENT ************ on July 6, 2022 for the entire monetary amount of the service contract.  For an unknown reason, the check was not processed and as a result, ********************* submitted another check to ENT on August 24, 2022.  As a result, ***************** complaint was satisfied.  
  
  This investigation also concluded that ********************* failed to facilitate the delivery of the certificate of title within (30) days as required.  This was due to the dealership submitting the paperwork to El Paso County instead of Pueblo County.  Once the dealership was made aware of this issue,********************* addressed this issue and as a result, Pueblo County processed ***************** title on August 29, 2022.
  
  ********************* will receive a warning letter for a late title delivery.  If you have any questions or concerns, please let me know.
  
  *****
  
  *************************
  Criminal Investigator