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:12/23/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 had taken my vehicle in for service and had requested that the tires not be rotated but they were anyway. They were off balance and I had to take the car back in for an adjustment. Upon my arrival there were two advisers at the desk, eating and the woman in particular looked kind of annoyed that I was there. I asked to speak with anyone that wasnt eating and the manager, ****** came out asking what was going on? The woman told him and he walks by me and rudely says they are allowed to eat and l said they are not. He then proceeds to go in on me, saying youre unprofessional by not continuing a conversation with him, yet Im not the one working there but a customer. He said I had an attitude because I didnt want anyone helping me that was eating their lunch. I dont get where all the aggression from him came from. He then proceeded to tell me they didnt have to serve me (again my tires were rotated and werent supposed to be) and I could back my vehicle out of the service area. I dont know if its because of my *** or race that made him feel like I had an attitude. I will not be back there and I believe ****************** to take some customer service etiquette classes especially since he is in a leadership position, the courses or coaching may or may not help. His behavior and comments were highly inappropriate and offensive.

• Initial Complaint

  Date:12/02/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  
  
  
  Complaint: 20948706
  
  We are rejecting this response because:
  the battery in our car AND the panel in question all worked until the day the engine failed in my car.  Yes the engine ceased up and had to be towed in.  The vehicle had also been brought to this dealership weeks BEFORE this day to examine because we could tell that something was not right with it.  After waiting for them to inspect it, they said they could NOT find a problem with it and sent us on our way.  Fast forward a few weeks later, and there was complete engine failure.  We appreciate the fact that Hyundai corporate made the decision to cover 98% of the costs to replace the engine, but we are NOT happy that this dealership was not able to prevent this from happening in the first place.  To top it off, while our car was in their possession for over a MONTH, we came to pick it up and the panel no longer worked.  It worked fine until it was brought to them on the day of the breakdown.  We do NOT feel that we should be responsible for damages that took place while our car was in possession of this dealership for over a MONTH.  We also do not believe that the panel just coincidentally stopped working while in their possession.  The car is literally just 3 years old, and we are the original owners!  We are loyal Hyundai customers and have trusted this dealership on the maintenance of our vehicle for a couple years now, and we are disappointed with the fact that they will not claim responsibility for something that took place while they were responsible for our car.  Its poor customer service and not the way you should treat your valued customers.
  
  
  
  
  
  
  
  Sincerely,
  
  *************************
  as informed immediately. He insinuated that the panel was inoperative before we brought the vehicle to AutoNation and we were lying about the issue and they werent going to cover it because it was out of warranty. After one week of having the vehicle back home, the oil was checked and again, ZERO oil showed on the dipstick. The vehicle was returned to AutoNation and a large leak, due to their inability to repair the vehicle, was discovered. Since 10/6/23__, while our vehicle was with AutoNation Hyundais service team, we had to replace a $275 battery, we paid $602, which was deemed the 2% we owed on the engine repair, and still need to replace a $800 front panel. On top of all of this, we lost the use of our vehicle for approximately 1.5 months. Hyundai Corp seemed to honor its customers, while AutoNation Hyundai has insulted us while causing additional damage to our vehicle. We want them to pay the $800 to replace the ***** that no longer works after being in their possession.

  Business Response

  Date: 12/14/2023

  This vehicle was TOWED to ** with windows half down and a seized engine. Inoperable. We made several attempts to get a GOODWILL claim from our OEM (Hyundai) and were successful on the engine replacement AND a seatbelt assembly. neither were to be covered by warranty, but we were able to GOODWILL for customer. however, ********************** has declined to help/goodwill the inop panel that is in question. the non-working panel has nothing to do with the engine replacement that was performed here at Hyundai Mall, the two are un-related. Hyundai wont help to cover the replacement costs. We at the dealer are willing to help with cost of parts and labor if customer would like to have panel replaced. Dealer will not be covering the costs of parts and labor for the work as it is un-related to the work that was performed here. thank you. 

• Initial Complaint

  Date:05/30/2023

  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.

   
  Complaint: 20118488
  
  I am rejecting this response because:  It makes no sense.  I already did that.   I did exactly what the Hyundai rules require.  I presented the car in person to AutoNation Hyundai Mall of Georgia on February 6, 2023.  Please see the attachment.   AutoNation Hyundai Mall of Georgia failed to send the information to Hyundai ***,
  
  Sincerely,
  
  ***********************en we arrived, the recall repairs could have been done at that time}. The service advisor was irritated that we did not have time left in our schedule for the recall repairs to be done.The mileage at that time was ******* and our previous Hyundai *** Rewards Prepaid Mastercard showing the prior mileage verification at 90,069.We waited for the Hyundai Reward Card to be sent to us. It did not arrive. On March 27, 2023 we called the Hyundai Reward Card telephone number ***************). The service representative could not find where Hyundai Mall of Georgia had submitted the *** reimbursement request. We called Hyundai Mall of Georgia. We were told they would not submit the mileage to Hyundai until we had the recall repairs completed, as that how they made money. The service technician did not care we would have to make another 180 mile roundtrip for the recall repairs. Hyundai has advised that having the recall repairs done was not a condition for the mileage reimbursement.

  Business Response

  Date: 06/07/2023

  Car has to be present to do Mileage update. Dealer has no problem doing that. recalls are an OEM thing, we like for them to be completed for safety reasons. dealer has no problem completing mileage reporting once car is here. bring the car by the store and ask for ********************* or ************************* and it will get completed. cant be done unless its in person here. these are Hyundai's rules, not the dealers rules. thanks

   

  Business Response

  Date: 06/07/2023

  we wont be able to further assist customer if car is not present. has to be present at dealer to record mileage. cant use something from 4 months ago. if car is brought in we can update mileage. No other options here, case can be closed. thank you

   

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20118488
  
  I am rejecting this response because:   It was their intentional failure to report the mileage to Hyundai *** on February 6, 2023.  Now they want me to incur another 180 mile roundtrip because they failed to comply with Hyundai's requirements in February.  They make no explanation as to why they failed to turn the mileage in on February 6, 2023.  While their rep ***************** offered a tank of gas to cover the gas cost of another 180 mile roundtrip, it does not cover the time involved and it does not cover the additional wear on the car.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/03/2022

  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.

   
  Complaint: 18355532
  
  I am rejecting this response because:

  In my call to the general manager he told me conflicting things. Autonation Hyundai Mall of Georgia bought my trade, a 2022 ****** Sienna for *** value to the *****, but the ** insisted that customers never get *** and that ***** blue book isn't buying vehicles- something my sales manager told me to tell customers when we wanted to depreciate their trade (sales tactic). The general manager also told me that his salesperson was mistaken about the vehicle's availability when my friend called, but I don't know what to believe. It's an admission of dishonesty, but it's hard to say whether it's from him or his sales staff. 

  I want a full refund or at least a fair valuation on the vehicle that I ended up returning and selling back at a loss, from my equity- I was even willing to accept the *** trade in value from that time of $24,349, still a loss, but not as terrible. The *** value did decrease in the time they kept it in the shop (under $1000) but not significantly enough to justify the price they offered to pay me. The other issue I have is that the value of the Chrysler Pacifica was dependent upon my purchasing another potential lemon from Autonation, still below *** trade in value, but higher than just closing the loan. It's also highly insulting to suggest that we both know the vehicle is not in good condition- again a sales strategy to depreciate value in a customer's mind. It was no fault of my ownership, and something I would have known about had I called the previous dealership prior to purchase. 

  The vehicle was listed for sale at a price below the *** suggested retail price of $28,089 at the same price I bought it for of $25,998, it has since been marked down by Autonation as it hasn't "moved." This makes little sense, because usually a vehicle gets marked down when it sits on the lot and doesn't sell, not if it's in the shop. I still believe that the general manager is dishonest and just wants it out of their hands. I believe he thinks someone will find its a bargain at that price, but it's probably better for him to send it to auction. If I'd bought the van at auction with the issues it has, I wouldn't be so mad- auction cars with issues are generally priced low enough that you still feel like you walked away with a good deal. 

  Given it was sold to me as mechanically sound, I did not expect such a headache. I feel like I walked away with the worst car buying and selling experience I've ever had.

  The feeling my wife and I got from our conversation with the ** is that he's not willing to work with us to resolve the issue. She even asked why bother calling back? He effectively told us because he has to, essentially a box checking exercise to placate the Better Business Bureau. 

  He claimed that I backpedaled, my position has remained firm. I don't like feeling taken advantage of. I understand that car dealerships need to make money, but both the customer and the business need to make a deal that is mutually beneficial. The deal I was given favors the dealership too heavily and left me feeling abused. 

  Even on the day I returned the Chrysler ********************* acknowledged that the Sienna I sold them made at least a $6000 profit for Autonation (I saw the listing for my 2022 Sienna). I'm ok with them making money, but also making another somewhere between $****-6000 on the Pacifica off my back feels scummy.

  I also reject that I missed the boat on taking up the offer to get a full refund. Should a customer turn in a vehicle 4 days into ownership or should they in good faith allow the dealership to fix it? Knowing what I know now I'll return a vehicle with that kind of guarantee over getting it fixed, but that seems to defeat the purpose of having a 90 day **** mile warranty. What would happen if my van was in the shop for the residual 60 days? 

  
  Sincerely,
  
  ***************************

  they listed it for sale. I called the general manager and he told me that it was normal to list mechanically deficient vehicles for sale on their website, but it was back in the shop being worked on. I asked a friend to inquire about the van and the salesperson told them it was available to drive off the lot. Either the salesperson was dishonest about the availability or the ** was lying about it being in the shop. Something isn't adding up. I personally believe they knew it was mechanically deficient when they sold it to me too- I specifically asked if it had been inspected and was assured that it was in good condition. The resolution I would like is a refund of the difference between my purchase price and their trade value. I'm not even looking for the damages of being put in their loaner which was smoked in and dirty- my son is asthmatic and was life flighted to CHOA earlier this year.

  Business Response

  Date: 11/04/2022

  this customer doesn't understand the business although they think they do because they used to "sell cars" and *********** people lie about everything. customer KNEW about the ***** return policy when they bought the car, didn't opt to return the car but wanted to problem fixed under the 90-day warranty. it was taken to shop and attempted fix, and was not fixed to satisfaction, it continued to have issues. customer did not want ** or Chrysler fixing it any more and wanted out of the car. At that point, 30+ day later the only option is to BUY the car back. customer agreed to a number to sell vehicle back. the market shifts and the used car values have dropped, all of this was explained and customer agreed to sell and not attempt to have us FIX the issues. car is currently fixed, ready to retail and reflects the new market price. customer enjoys writing reviews based on this experience and their history working for dealerships. this case is resolved, nothing else will or can be done. 

  Business Response

  Date: 11/08/2022

  This one can be closed. There is no further communication needed. Nothing was done in error here, customer should have just kept this car and had it fixed under warranty. Nobody asked the customer to sell the car back at a lower price because the market shifted, This was the customers decision. There wont be any further negotiation attempts made on this one, all options were presented at the time of ownership. Thanks

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18355532
  
  I am rejecting this response because:

  The options presented by the used car manager were not viable solutions- and highly insulting. Had I kept the vehicle and had it "repaired" again there's no guarantee they would have fixed the shifter which was replaced by the previous owner at the Chrysler dealership and worked on elsewhere as noted by the Chrysler dealership before Autonation Hyundai. It was a lemon sold to me as a good condition vehicle. I also would have possibly been without a vehicle for another month. Is he suggesting that I assume the second repair would be faster? I was bugging them daily to find out if they'd done any work on the Pacifica and it took a month. During my ownership of over a month (8/30/22-10/11/22), the vehicle was realistically used for about a week.

  The ** is also neglecting the fact that I have a recording of his salesperson telling my friend that the vehicle I sold back was available, the sales person could see it out the window and was getting the keys. This is from when he claimed it was in the shop. The ** claimed that the salesperson was mistaken, which is possible, but how would they be able to access the keys if it was in the shop? Either he's ok with dishonest sales tactics by sales staff, or he's ok selling broken vehicles, that's how I see it.

  Given the ** is not willing to negotiate further I am ready to publish the audio of the salesperson telling my friend that the broken vehicle was available for purchase. I plan to publish the audio with details about my experience to protect other customers and hopefully change the business practices at this location.

  It's my sincere belief that the ** of Autonation Hyundai Mall of Georgia has been selling broken vehicles knowingly. Why else would he claim that it's standard practice to list a vehicle for sale immediately? I also feel I was one of the victims of this dishonest dealership. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/08/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

   
  Complaint: 17933922
  
  I am rejecting this response because:
  1.) They should be reachable and responsive and more communicative.  Updates are not provided on vehicle status.  Calls/voicemails are not returned. And when calling, it is almost impossible to get someone or a voicemail on the phone IF you manage to select the correct prompts.
  2.) If I needed an oil change, someone would have looked at it already.  There's no excuse for the car just sitting in the lot for 8 weeks untouched.  Someone should have done something by now.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/09/2022

  this is how the process works. HYUNDAI (manufacturer) has a recall on these engines and dealers are replacing dozens a month. the car is in line to get diagnosed. HYUNDAI does not provide loaners until the work is APPROVED (new engine approved through Hyundai). this is a HYUNDAI MOTOR AMERICA thing, not a dealership issue. customer is welcome to take vehicle to a less busy store that might be able to get to the car sooner. loaners are proveided for APPROVED warranty work this work has yet to be approved.