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:01/30/2024

  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: 21221332
  
  I am rejecting this response because:

  First let's not say obviously it's not going to be providing at another dealership because it was complimentary. You guys did not mention the oil change being included until we negotiated it with warranty and things like that such as the door lining being replaced so that was nothing that was just offered to us. Second, we (myself and my mother) specifically kept confirming that my daughter would be able to get the oil changes in ****** because I didn't want her to drive over an hour for an oil change when it's one right down the street from us. I should've never purchased from you guys because you are liars and scammers. Since we walked in the door you guys have mislead us and lied. Including with pricing of car until I called you out on price online as well as calling and speaking with someone before even coming up there. I should've left then. I just want you to honor what was promised to us and we asked about the oil change being done in ****** several times to confirm and was told yes over and over. 

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

  et the oil changes at any dealership. He assured me yes. Even told him to double check because I live in ****** and don't want my daughter driving an hour for an oil change for a plan we had bought that included oil changes. He again confirmed we can go to any dealership. Fast forward and today my daughter goes to dealership to get oil change and what do you know she can't get one because they state you can only get it where you purchased the car. Stop lying just to sell a car. You guys are scammers and fraud. You flip prices as your customers are looking at the car. They go into that office to supposedly talk to take manager and while they are in there they increase the prices. Dealership please don't respond saying you'll let your team know. I need someone that's going to rectify the situation and allow us to get the oil changes at our dealership in ****** as promised!!!

  

  Business Response

  Date: 02/29/2024

  Regarding the ******* complaint: First, we had trouble finding this as it was actually purchased by ***************************, which is not referenced in the complaint. Second, we are sorry there is any confusion regarding the oil changes, but those were complementary, and they absolutely were presented as dealership only. The extended warranty on the vehicle is not dealer specific, and can be used most anywhere, but obviously a complimentary service is not going to be honored somewhere else. 
  

  
  

  

  Business Response

  Date: 03/18/2024

  The customer is welcome to get oil changes where ever they so choose, and if they would like them to be free, they can come back to the dealership. 

• Initial Complaint

  Date:07/28/2023

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It should never have taken this long or this route to receive a resolution to the issues.  I was essentially called a liar by your gm *************************** that it was never certified which is beyond ridiculous after now seeing that I was correct in my initial complaint. I have been blown off by many reach out attempts to resolve this mater or to even just get answers on it all.  Thank you for the resolution to this issue that never should have happened. 
  
  Sincerely,
  
  ***************************n fee they added on and never once mentioned or disclosed this. I had to ask for more copies of the paperwork as many were not included in my deal paperwork. I have asked that they honor what the salesman told us about the 100k powertrain warranty carrying over to us and also to reimburse the certification fee as they clearly misled us and lied and it was never certified. He offered to take my car back and try to sell me another car instead of just giving the money back for a fee that was never actually performed. I have emails going back and forth on these matters but he is now refusing to assist me any further.

  

  Business Response

  Date: 08/23/2023

  We are sending the refund for $990 asap. I can follow up with copy of the check 

• Initial Complaint

  Date:07/24/2023

  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 purchased a car from Elgin Hyundai in March of 2023 , I was sold a warranty that i was told was mandatory to purchased a certified used genesis. I spoke with corporate and was told this was not true. This warranty cost ******* dollars . I was told that they would register my car in ********** for me, as of this date they still have not completed the process, I asked for the money back so i could do it myself and they want to charge me a fee because of something they failed to do. Third they failed to disclose a performace part connected to the transmission of the car which makes it make a unique sound and also boost the horsepower. I never agreed for this part to be placed on the car.

  

  Business Response

  Date: 08/18/2023

  This customer also filed complaint with the *** to which we already responded. 

• 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.

  Two months ago my car broke down. I had it towed to Hyundai as I believed this issue was under warranty. They have had my car for two months and am still waiting to hear from Hyundai on the coverage and repair. I am a single mom who works full time. I have had to rely on family to get me to and from work. This has been a huge imposition on everyone.I think two months is unusually long to get a response on this repair! Please help me get some satisfaction. I have talked to the people who are waiting to hear from Hyundai as to whether this repair is under the warranty. I believe they think it is an engine problem. I have offered to show the paperwork to prove that property maintenance was done on the car. Again, I dont believe two months is needed to look at a car and decide if it is under warranty for the repair!Thank you *****************************

  

  Business Response

  Date: 04/11/2023

  PA was actually approved 3/13 (attached). Not sure if customer knew of this on 3/15 when they filled this out. 
  Engine was covered under warranty, and asking for maintenance records was part of the process to obtain approval. 
   
  I'll make sure the service writer is updating the customer on ETA when one becomes available. 
   
  
  *******************
  Service and Parts Director

• Initial Complaint

  Date:01/28/2023

  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.

  Brought car in on December 22,2022 engine seized car is covered under the ******* mile warranty was told they have to run test and submit paperwork to approve for the new engine. For 5 weeks we have been given the run around and finally just heard back that engine is approved and they are ordering engine which is coming from Korea! I have been without a car this whole time and have been told Im on the list for a loaner. Will not get my car back for atleast 4 weeks. Also found out that this is a known problem with Hyundai Sonatas why is this car still on the roads. I am having a horrible time getting to and from work

  

  Business Response

  Date: 02/17/2023

  Case #: 18944163

  Car has already been completed and returned to them. They were on the loaner waitlist, but were placed in one from 2/2/23 to 2/13/23. RO closed 2/11/23.

  

  

  
  

  *******************

  Service and Parts Director

  Elgin Hyundai

  Genesis of Elgin 

  Elgin Auto Sales & Service Center

  ***********************

  *********************************************

• Initial Complaint

  Date:01/24/2023

  Type:Sales and Advertising 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.

  Hyundai kept my car in service for 10 months for a motor replacement. Did not receive a loaner during the 10 month period. Was extremely difficult to get around as a part time employee and college student. Did not receive updates unless I will call and insist for them. Had to pay to bring my own mechanic for an inspection and to get answers. A day later after coming in with my own mechanic they gave me my car back. I have all the paper work and car payment receipt. I want to be refunded for my car payments which does not even include all the money I spent on bus transportation, my car insurance payments and the late fee for registration that I had to pay due to how long they kept my car in service.

  

  Business Response

  Date: 02/17/2023

  Case #: 18887853

  As far as their request for a refund for car payments, that would be more of a consumer affairs request. 

  There was a backorder for months and she fell victim to that. I was present when she came in with someone, and yes it was the day before her car was completed anyway. 

  The person she came with was identified as a family member, not a mobile mechanic. All they did was discuss things at the service desk 

   

  *******************

  Service and Parts Director

  Elgin Hyundai

  Genesis of Elgin 

  Elgin Auto Sales & Service Center

  ***********************

  *********************************************

• Initial Complaint

  Date:12/13/2022

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/20/2022

  WE disagree with the events described here. Our salesperson worked numbers on a similar truck which was being sold on 10/21 the day they were in.  We received money to put them on a Palisade Interest list.  Explained there is no **** and HMA (Hyundai Motor so *******) was raising the prices as the **** for TBD.  We had a vehicle that we thought would work explained the pricing and they kept going back to the old price car that was non-existent.  So the ** offered to refund money back. 

• Initial Complaint

  Date:11/16/2022

  Type:Sales and Advertising 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.

  Today, 11/15:2022, I just realized that I was way overcharge for the car that I purchased. I agreed to put a down payment on a car for $4000 into which , after coming home and reviewing the papers /contract I signed, I realized that the downpayment was not applied toward the purchase of the car but instead they added it to the purchase amount which made the car even more overpriced.I have not contacted them regarding this matter since it just happened today but I believed that I have been scammed by them.I truly believed that my downpayment should have been applied towards the purchase price.

  

  Business Response

  Date: 11/25/2022

  Customer has subsequently spoken in person with the General Manager and we believe she was satisfied with the outcome of the conversation. 

• 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: 18351822
  
  I am rejecting this response because: 

  Nowhere in any contract signed or in any listed advertisement by the dealership that states this vehicle was being sold "AS-IS". Yes, the vehicle is used, but to sell it and never disclose the repairs that went undone should be illegal. Both the salesperson of the vehicle and the General Sales Manager agreed to resolve the MULTIPLE issues and fix the repairs from the pictures that were sent in, and then I stopped receiving communication from them. While at the dealership, a quick inspection was indeed done however because of the outside weather conditions there were multiple issues with the vehicle that were not able to be seen on that day of purchase. I have previously stated this to the dealership the following day of purchase which is when initial photo evidence was sent in to them, which is why again they stated that the repairs would be no problem to have fixed. 

  The seatbelt issue that was delaying the tag & registration process was resolved without having to pay a repair shop to fix, which is why there was no receipt sent in for that.

  As far as the Resistall warranty, during my purchase I was not correctly informed by my salesperson that I would be getting charged for this and It was made to seem as if it was something all customers had to sign in general. Which is why I asked during my finance contract signing if I could remove it before signing the actual Buyer Contract and was told I could not. I was also told that I would only be able to use the contract in ******** BY THE SALESPERSON! I was never informed that it could be used in all 50 states.

  The information written in the previous response is showing me conflicting information. For it to be 5 months after purchase and still have no resolution is an absolute shame and inconvenience. All I have been simply asking for since July is for the repairs to be fixed and there has been absolutely nothing done.
  
  Sincerely,
  
  ********************

  le and registration fees, and the price of the car. The dealership was informed of these damages and finance company Global Lending sent over a "We Owe" Form, however I was informed that the dealership has never sent that form back in order to hold them liable for these repairs. I have contacted the dealership multiple times by phone and emailed them on July 16th, July 18th, August 23rd, September 13th, September 28th, and October 13th. Emails were sent to salesperson, General Manager, and Sales Manager. As of November 2nd, 2022 I have received no calls or emails back from Elgin Hyundai regarding the repairs they verbally agreed to fix. My retail contract is also misdated. I purchased on Friday July 15th, 2022 and there is receipt proof of my cash down payment, the copy in my possession says July 14th, 2022 and the copy Elgin Hyundai sent to my finance company is dated as July 18th, 2022. I believe this is dealership fraud and I would like this to be handled accordingly.

  

  Business Response

  Date: 12/02/2022

  The customer purchased a 5 plus year old vehicle with over 140k miles on it "as-is''. They were at the dealership for a very long time and were able to inspect the vehicle at that time, and agreed to purchase it. While this vehicle was being taken out of state, it was purchased in person. Our vehicle inspection ensures safety, it does not guarantee you a new vehicle, which is frankly unreasonable, and the price difference between this vehicle and most new vehicles on the market today reflects that fact. 

   

  The CarFax absolutely showed an accident back in 2016, but details of the repairs that *** have been done are not normally reported in that level of detail. Not only that, we have absolutely zero to do with what shows up on a CarFax report, nor can we have any influence on those reports on any level. 

   

  The customer agreed to purchase resistall, which is reflected not only on the Buyer's Order, but on a stand alone signed contract. It is not a local-only product, and the product is backed in all 50 states by Caltex. 

   

  As the customer had been speaking with the dealership and had arranged to come in on the 15th, many of the documents were pre-prepared on the 14th in anticipation of the in-person visit, hence the contracts showing the 14th. The lender does not necessarily finalize the paperwork the same day as the customer picks up the vehicle, as they are a separate business from the dealer, and are not on site. 

   

  Lastly, we did agree to specifically fix a seatbelt, but no receipt was provided for any work.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18351822
  
  I am rejecting this response because:

  This dealership went back on their word as far as having the repairs fixed that I made them aware of the day after purchase. They are untrustworthy and flat out unethical. Used car or not, I am no mechanic and would not have been aware of the electrical issues in the car right away. On day of purchase the car had to be sent to the service area in order to have a hole in the backseat fixed, so there was no time to complete the check before they were ******* me to the finance department to complete the paperwork. This dealership also did not have the Buyers Guide displayed on the vehicle windows at arrival and I also did not receive any copy of it. According to the ************************* the Guide has to be displayed and the following should have been disclosed: "the major mechanical and electrical systems on the car, as well as some of the major problems that consumers should look out for;
  whether the vehicle is being sold "as is" or with a warranty". THIS INFORMATION WAS NOT DISPLAYED, NOR WAS IT EVER DISCLOSED TO ME PRIOR TO, DURING, OR AFTER SALE OF VEHICLE, WHICH IS ILLEGAL. 
  
  Sincerely,
  
  ********************

  

  Business Response

  Date: 12/13/2022

  We stand by out previous response and have nothing to add.