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:09/12/2024

  Type:Billing 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.

  - 5/28/2024, purchased the vehicle and during the process, communicated to the management team that there seemed to be issues with the vehicle driving. Management explained to drop the car back off at a later date to assess the issues.
  - 6/3/2024, vehicle was dropped off to assess issues. Issues identified as possibly being the transfer case. Vehicle left with dealership.
  - 6/25/2024, vehicle was picked up after having transfer case replaced. Issues were less noticeable, but still present.
  - 7/1/2024, vehicle was dropped off for previous issues along with new issues. Dealership stated they believe it to be the rear differential module that needed replaced. Other issue being identified as possibly a faulty fuse. Vehicle left at dealership.
  - 7/19/2024, vehicle was picked up and all issues were communicated as "resolved."
  - 7/20/2024, vehicle displayed "check lights" related to initial issue and dropped back off at dealership.
  -7/30/2024, spoke to *** Porter regarding alternative options as the same issues with the vehicle continue to arise. *** stated that we would visit alternate options if anything else came up.
  - 8/9/2024, vehicle was picked back up stating issues were "resolved."
  - 9/12/2024, vehicle displayed same "check lights" related to initial issue. Contacted Jim and Bill (managers) at Porter Chevy, where they explained they "did more than enough" for us and the issue had to be resolved by ourselves going through an extended warranty. Stating nothing further could be done since it was outside of their 90-day warranty, regardless of the issues being related to those from the start of the purchase.

  

  Business Response

  Date: 09/16/2024

  We honored our 90 day warranty on Mr ********s car as we do with all our customers that get a 90 day limited warranty when they purchase from us.  At the time he purchased his car  he also purchased an Extended Warranty to cover the car after our 90 day warranty had expired.  When he called us to tell us he was having further issues with the car we explained to him that the 90 day warranty has expired and now you need to use the extended service contract you purchased.  The Extended warranty contract he purchased will now take care of the expense of any repairs they need on the car.  I do not understand why this made him mad.  He purchased the extended warranty. 

  General Sales Manager

  Porter Chevrolet
  

  Customer Answer

  Date: 09/25/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.The issues with the vehicle continue as it was never fixed properly.  At this point the resolution the dealership is offering is for me to go through the extended warranty for reoccurring issues and wash their hands clean of a faulty vehicle, so I will have to pursue and deal with issue after issue on the vehicle purchased from Porter Chevrolet. My concerns stem from the Vice President of this organization stating, in email, we would review alternate options if issues continued.  When the issues continued and this was brought to their attention, being told there is nothing they can do and it’s not their fault the vehicle is not a good product.  This vehicle needs to be bought back as it should have never been sold in the condition.
  
  
  
  
  Regards,
  Complaint ID: 22278442
   
  
  
  
   

  

  Business Response

  Date: 10/02/2024

  I have spoken with Mr. ******* over the phone. I explained to him, he has 2 options. He can take the car to the local Jeep dealership and have his issues addressed or we can trade him our of a vehicle he has only had for approximately 4 months. There were some issues with the vehicle after it was sold to Mr. *******, however, we addressed them and spent over $5,000 of our own money to fix the car. Fast forward later, he has a traction control notification appear on his screen, and now he does not want the car. We even took care of his first payment, because we were waiting on a part from the Jeep dealership, which was just under $1,000. We have bent over backwards for this customer, and it seems like it is just a classic case of buyer's remorse.

  Respectfully,

• Initial Complaint

  Date:03/01/2024

  Type:Billing 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.

  February 2024 we received a recall notice for our passenger side airbag to be replaced. Took the car to Porter Chevrolet, and after completion of the work our CD player did not work. Called Porter to let them know and they scheduled an appt for 3/1/24. By midday we received a call saying the airbag replacement could have nothing to do with the CD player and it was “just a coincidence.” If this was true, why would they schedule an appt for us to bring it in? Why wouldn’t they inform us of this info when we called them to let them know it wasn’t working? The CD player was in fine working condition when we dropped the car off for the recall work to be done. Now they want to charge a diagnostic fee of over $160 to locate the problem. We refused to pay. Very poor customer service.

  

  Business Response

  Date: 03/06/2024

  The vehicle(2012 Suburban) was in our shop for the air bag recall. This circuit is on #40 and radio circuit is on # 42. There could be no electronic overlap of the two circuits. With the CD inoperative and radio working, there is an internal defect in the audio unit itself. This could not be caused by an airbag replacement. We had the customer come to verify everything that was done was completed correctly and the there was not anything in the audio or airbag circuits that would cause this issue. There is no cause other than an internal audio component defect.

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 2016, purchased a 2016 Hyundai Tucson because of Hyundai's 100,000-mile warranty. On 8/27/23, I brought the car in for an issue with the engine. I learned that the warranty for this particular engine was extended due to a known issue. However, Hyundai never notified any car owners of the issue. When the documentation was submitted showing regular maintenance on my car, Hyundai still decided to deny my claim for a new engine citing a maintenance gap of 1000 miles. I've appealed the issue with Hyundai but I need your help in getting them to approve my repair. I can't afford $8,000. I've already spent $1,090 dollars on a car rental while the car's been in the repair shop, just to get me back and forth to work but can no longer afford that. Please help.

  

  Business Response

  Date: 10/10/2023

  We are currently working with Hyundai Motor America on the owners behalf. We are only able to relay documentation back and forth. We are not the final decision maker. This dispute should be with HMA and not the dealer. We are doing everything in our power to get this approved. This claim is still in process as of this morning. There has not been a final decision as of this time. Thank you.

  Customer Answer

  Date: 10/20/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to my complaint.  I understand that it should have been filed against Hyundai America and not the local business.   

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 20703792
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:03/15/2023

  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 bought a 2019 Elantra from Burns Hyundai in Cherry Hill about 18 a months ago.
  I recently had an issue with my car where it just completely shut down as l was driving. A couple hours prior to the shut down, there were some strange noises coming from the engine. But no light came on indicating that there was something wrong with my car.
  My car was later driven to Porter Hyundai in Newark Delaware for service. On March 1st.
  There, I was told that I need a new engine because my current one has a steady oil leak due to improper installation of an oil filter cause oil starvation. I was then issued a bill with a grand total of $6,894.55. My question is how can the car run for four months without any indication of any issues such as a check engine light or oil light?
  
  My most recent oil change was in October
  Which was about 4 months ago, by a third party JiffyLube. Hyundai stated that JiffyLube improperly put on the oil filter causing my oil to leak. I spoke to JiffyLube and they said “There is no way someone would have been able to go 4 months with a misplaced oil filter, the car would have broken down.” Plus from then to date my mileage has increased by 5000 miles. JiffyLube said that’s too much time that went by for them to say it is a “improper installation”
  
  My complaint is that when my car was running low oil there was no light that came on in my vehicle indicating that. My car literally just cut off and I was sitting on the side of the road for some time.
  I reviewed my paperwork and I noticed that I am under the basic, drivetrain, and powertrain limited warranty. This service should be covered. I spoke to Hyundai representatives and they told me “there’s nothing they can do, because a third party is involved”. But the point is my light indicator never came on telling me to get an oil change.
  My car has been in the shop for 2 weeks and I would like to get this resolved ASAP. I am a college student and I need my car to commute back and forth. Please Advice.

  

  Business Response

  Date: 04/18/2023

  This car has a request from us to Hyundai of America for prior
  approval to replace engine in process. We have sent in pictures
  and video of the after market oil filter leaking and a small leak
  can absolutely take that long to get low enough to cause damage to
  the engine.It came in with a check engine light on and the oil
  light was going on and off and it was stalling out. We put the car
  on the lift and saw the active oil leak from the Jiffy Lube filter
  we also scanned for codes and it had p001700 which is a code for
  the timing being off. There was no oil showing on the dip stick
  which indicates that there was about 2 quarts left in the system.
  We have not been given an official no from Hyundai yet however the
  leak from the after market oil filter leaking  is outside
  influence not a failure from Hyundai or a Hyundai oil filter. The
  technician now has to report findings to tech line before the
  Prior Approval  Center can give its final answer.

  Customer Answer

  Date: 04/23/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  Hey, So just to clarify somethings the car was driven there, not towed. While I was driving the car to the dealership (After it had cut off on me) there still weren’t any lights on indicating that there was a problem. The lights only came on when my car began to cut off. I would like to think that if my vehicle is running low on oil that my it would notify me before I’m completely out of oil. However my car never did that. I appreciate you guys sending it over to Prior Approval Center? My question is how long will it take until we get a response from them?Blessings on the Journey
  
  
  Regards,
  Complaint ID: 19598027
   
  
  
  
   

  

  Business Response

  Date: 04/27/2023

  We have a response from Hyundai on our prior approval request for this customer to receive goodwill assistance. The request was denied by the manufacturer due the the cause of the leak stemming from a non-oem part(Jiffy Lube oil filter). As for the customer questioning why no warning was given by the car as to the low oil. That question is for the vehicle manufacturer as to how the programming works for that warning light. At the dealer level there is not much more we can do for this customer. We are more than willing to help with trying to work out pricing to get the vehicle repaired.