Complaints

This profile includes complaints for Pugi of Downers Grove's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pugi of Downers Grove

  2020 Ogden Ave Downers Grove, IL 60515-2620

• 

  Pugi of Downers Grove

  1850 Ogden Ave Downers Grove, IL 60515-2603

• 

  Pugi of Downers Grove

  1866 Ogden Ave Downers Grove, IL 60515-2603

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:02/02/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 car that has a fault in the collision avoidance system. The car is clearly a lemon. This fault will put the car into limp mode even on the highway (the car with begin to decelerate rapidly with no brake lights or ability to accelerate. I am no longer in control of the car). This happened when crossing a bridge with no way to pull over. Drivers are rapidly swerving around me because i am decelerating with no way to pull over. At the time i was on the phone with my girlfriend and i was telling here where i was and to send an ambulance if the phone call cut out. This has occurred several times since they and now new behavior is starting but all dealers that I take the car to are refusing to attempt to fix it leaving me in danger. They are now telling me to trade the car in and buy a new genesis for a 30K loss. **** has informed me that i need to work with genesis to come to a resolution but genesis refuses to help because no dealers will attempt to fix it to avoid the lemon law claim. **** also lied to me several time during the sale. Lies that i caught them in listed below:1. **** told me the car was a demo car (driven specifically by an executive at the dealership). I asked several time was this car a service rental because if it was i am not interested. They told me several times that this car was not used as a service rental, but i found rental car receipts in the car with another driver matching the cars vin. Also when i took it to another dealer for an oil change it showed up in their system as a formal rental car and i was informed this impacts the cars resale value. 2. They told me that i would also receive the complementary maintenance package for the car (this is a standard selling point of the car), but when i went to the other dealership i was told that i had to pay for my $100+ oil changes because the car was a service rental. I sent my bill to pugi for that but genesis could stop giving that to me any time Car will kill me please help

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Case #********- ***** from Hyundai Corporate has been notified and is aware of this situation. That said, this is my 3rd complaint to Hyundai, second complaint with ****, which is now Castle Automotive in ******** Grove. 5.21.23- Oil consumption test initiated by Pugi 6.1.23- Accelerator issues present, gets towed to Pugi 6.8.23- No response from dealer, went up to dealer, told nothing was wrong with vehicle and to take it home, manager himself drove car and saw accelerator was having a problem, manager accepted that vehicle has a problem and cannot be driven off the lot, placed us in a rental car same day. 6.13.23- Dealer has no update is awaiting prior approval 7.5.23- Still in a rental car, I called the dealer myself this Morning to speak with ******************************* who did not have an update on vehicle yet. 7/13/23-I have not heard back from Hyundai Corporate after my email correspondence with them for an update. However, we were informed by **** that we could pick up the car and that it will still be in oil consumption testing. They had to replace the converter (I attached both receipts) and we will be taking the vehicle back after ***** miles to determine if an engine replacement is warranted. This should be done next week. Warranty approved 8.10.23 for an engine replacement and ordered that morning. I have not had an update since. I called on 10.16.23 and the representative did not have any idea of an engine and could not find any record on file. He mentioned that Pugi is now Castle Automotive so changing systems has had some impact on their records. While that is understandable, it is not the consumer's responsibility. My partner spoke with ****** on Tuesday who said he will have to see with parts and warranty. My parter called today, engine is there, warranty hasn't gotten back. We should not have to wait for another approval due to their lack of responsibility. Desired Solution:Engine should be done in one day before mid November.

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Case #********- ***** from Hyundai Corporate has been notified and is aware of this situation. That said, this is my THIRD complaint to Hyundai, second complaint with ****, which is now Castle Automotive in ******** Grove. 5.21.23- Oil consumption test initiated by Pugi 6.1.23- Accelerator issues present, gets towed to Pugi 6.8.23- No response from dealer, went up to dealer, told nothing was wrong with vehicle and to take it home, manager himself drove car and saw accelerator was having a problem, manager accepted that vehicle has a problem and cannot be driven off the lot, placed us in a rental car same day. 6.13.23- Dealer has no update is awaiting prior approval 7.5.23- Still in a rental car, I called the dealer myself this Morning to speak with ******************************* who did not have an update on vehicle yet. 7/13/23-I have not heard back from Hyundai Corporate after my email correspondence with them for an update. However, we were informed by **** that we could pick up the car and that it will still be in oil consumption testing. They had to replace the converter (I attached both receipts) and we will be taking the vehicle back after ***** miles to determine if an engine replacement is warranted. This should be done next week. Warranty approved 8.10.23 for an engine replacement and ordered that morning. I have not had an update since. I called on 10.16.23 and the representative did not have any idea of an engine and could not find any record on file. He mentioned that Pugi is now Castle Automotive so changing systems has had some impact on their records. While that is understandable, it is not the consumer's responsibility. My partner spoke with ****** on Tuesday who said he will have to see with parts and warranty. My parter called today, engine is there, warranty hasn't gotten back. We should not have to wait for another approval due to their lack of responsibility. Desired Solution:Engine should be done in one day before mid November.

• Initial Complaint

  Date:08/31/2023

  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.

  Took my car to Pugi Hyundai in Downers grove to get a diagnostic test done on it, because all the lights on the dash was on , I was told that it was the speed sensor and it would only take a day to fix . That was in March . Today is august 31st and I still do not have my car ! I have been through the wringer with this dealership. What started off as a speed sensor turn into a rabbit hole of other things they have messed up . After asking them for days if they are sure its the speed sensor and then assuring me that it was for sure the sensor and its a easy job to a day or two after telling me that its a wire . Then its the whole computer box . To it works for if you go over 75 it will come back on . To its a bracket Under the car . A squirrel *** have bit a wire. To now it needs a s**** that *** or *** not work but I need to pay 400 for a part that *** not be the problem, I have not had my car since March . At one point one of the managers I worked with ******* didnt even know the car was still there yet tried to tell me I could have took it home with all sensors on and drove it . I am a senior citizen 69 yrs of age and a woman . I feel like Im being treated terribly. I call corporate and they have been trying to help but they are also getting the runaround. This is the worst service I have ever gotten and Im stressed because I have no way around unless I pay someone to take me . I need help getting them to do right when they causes more of the problem from the start . They messed something up on my car yet want me to come out my pocket for their mistake or negligence . But

• Initial Complaint

  Date:08/18/2023

  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.

  On Aug 15, my 2023 Hyundai Palisade, which I am the primary purchaser, was removed from my Hyundai.com account and my bluelink access was denied. First, I suspected a data bleach. I contacted ***************** at Pugi and he told me he would fix the situation. But till now (Aug 18 3Pm), nothing has been done and could not get a hold of him anymore. I left an urgent voice message to GM but still nothing. Though, this morning, I received a text from *****'s wife, ******, saying that she told ***** to do nothing about this situation. (All texting and phone call records can be provided if needed)My questions are below;1. How were they able to get into myHyundai account and change all that?2. How were they able to get into my Bluelink account and change all that?3. All changes were made without my consent? Co-purchaser can just make the call and initiate these changes? Is this an usual practice at Pugi? What is your policy on this?4. What other information, does Pugi keep in their data base for their customers, after a purchase of a car?5. Does ******************* have a job title at Pugi and what is it? If not, how can she tell ***** not to fix the situation?6. Did they change anything else that I don't even know of at the moment?

• Initial Complaint

  Date:08/01/2023

  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.

  In 2022 I purchased hybrid hyundai elantra limited 2022. Since I bought this brand new car I was at the repair shop 10 times already .My car accelerates when I try to stop the car during in the traffic, when I try to start it to move it hesitates ************ could not identify the problem. Moreover a traction engages without any cause- they also could find a cause of it. They never gave me a rental car so every time I have to live my car for 5 days I have to pay out of my pocket .I had total of 10 receipts with few unsolved issues. The car is unsafe to drive and I am afraid every time I drive it since it accelerates when I use the breaks. They dont treat me serious and do not care about customer service.********************* is the manager of service at Pugi Hyundai. He doesnt care if you ask about rental car . Not sure what else I can do this car is new it has only 15 thousand miles I already paid for the repairs over 300$ even though I have a warranty bumper to bumper and car is 1,5 year old.

  Business Response

  Date: 08/19/2023

  We at the ********************* take our customers issues seriously and I wish to help.  Please contact me ************************* directly at ************ and it would be my pleasure to help.

• Initial Complaint

  Date:06/20/2023

  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.

  Nature of dispute- Took my car to this dealership to have a recall serviced (anti-theft software update/upgrade) and now my gas gauge isnt working as designedhave since learned that there were other recalls on my car that was serviced as well Prior to having recalls serviced at this location, there was NOTHING wrong with my car. My car is regularly maintenanced and I have every receipt to prove it.The ONLY reason I went was because I was recently a victim of my Hyundai Sonata being stolen and thought the anti-theft software upgrade would be beneficial/help prevent future thefts. I reached out to report my concern immediately after leaving the gas station and learned the service area closed at 4pm, I called again today and spoke with top service techs and got no where. The techs are adamant the tech that serviced my car didnt do anything wrong and I beg to differ. Something wasnt done properly/resynced properly and someone need to figure out what that something is. Im not trying to beat anyone out of anything (as mentioned, I have every receipt from year 2014 until current to support the regular maintenance I keep up with as it relates to my car) but Im for sure not going to be held responsible for repairing something that was working JUST FINE prior to these recalls being serviced. Date of service- 6/19/23 Date I reached out to report my concern- 6/20/23 Resolution- Spoke with a service tech and service manager ( ******* is the name of the service manager) and they refuse to pin point what happened/ why my gas gauge is no longer working as designed (instead of my gas gauge indicating a full tank immediately after filling it up, as it ALWAYS HAVE, it took upwards of 10 minutes before my gas gauge recognized my tank was full). My experience with the location has been EXTREMELY POOR from start to finish. PLEASE HELP!

• Initial Complaint

  Date:04/17/2023

  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 dropped off my 2016 Hyundai Tusconon March 8th 2023. After taking it to an auto shop that did diagnostics and said it was an issue with the turbo and to take it to the dealership cause my engine is still under warranty. I relayed this information when dropping my car off. I was told I'd be getting a phone call with an update on what my car needs within a day or two. Weeks had passed and I had no updates. I then called March 22 at 4:40pm to request any update on my car, and was told the person who was in charge of my car wasn't in and that no notes or updates were available but that they would reach out to me Monday, March 27th with an update. No such call was received. I called today, was on hold for over an hour, was transferredto multiple people, and then left unmuted to hear an advisor say they were going to "punch her for her attitude" which I can only assume was directed at me. Again, according to the person I was able to get on the phone today. they weren't able to give me an update on my car. I then called repeatedly multiple times and was hung up on over and overagain. This is unacceptable behavior, unprofessional, and not the first time I've dealt with terriblecustomer service. Back in May, 2021 there was another issue with the catalytic converter of my engine. Again no updates were given, I had to constantly be calling to be told nothing had been done to my car, and it spent over four months in the shop. If it weren't for the fact that my engine is still under warranty I would not EVER bring my car back to this establishment. The sheer disrespect they show their customers is appalling.

  Business Response

  Date: 04/25/2023

  Thank you for your feedback. I have brought this to the attention of our Director of Operations and we are handling the situation internally on our end. However, when it comes to service work under warranty, we are at the mercy of the manufacturer and warranty company for parts, work orders, pricing and details. We are having our Service Director take a deeper dive into the issue at hand and we sincerely apologize for the delay and inconvenience. We will do our best to get this resolved and we here at Pugi want to make sure all of our guests are taken care of the proper way. We appreciate your time and business.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19946122
  
  I am rejecting this response because while I see my BBB complaint was answered, yet I am still waiting for an initial update on my car. While I understand ya'll are at the mercy of the manufacturer and warranty company for parts, I haven't even gotten an initial update on what is going on with my car and what parts need replacing! I will reject the business response until I get a satisfactory response from Pugi Hyundai regarding the status of my car and at least a timeline on when parts will be ordered and when the work will be completed.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/27/2023

  We sincerely apologize for the inconvenience. We have brought this to the attention of our Director of Operations and he has addressed this with the Service manager. The Service Director just tried giving you a phone call a few minutes ago, but the mailbox was full and he was not able to leave a message. We do have an update for you, if you'd like to email him directly at **************** he can go over that information with you! We appreciate your patience and will do our best to help you during this process.

• Initial Complaint

  Date:02/25/2023

  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 Genesis from Pugi in 4/22. I have not had the vehicle in my possession for a FULL month since buying!!! I have been in and out of **************** due to the car going into park on its own and Pugi has yet to fix the issue. And at this point I'm too scared to drive the vehicle! In the meanwhile, I'm paying for a car that I don't drive. I contacted the head of operations to no avail.

  Business Response

  Date: 03/01/2023

  We here at Genesis of Downers Grove care about all of our customers' concerns. We appreciate your patience while we work with the Genesis manufacturers in getting this issue resolved. In the meantime we have provided you with a service loaner during the duration of the service work being done on your vehicle. We value your business and we will do our best to speed things up, however we are at the mercy of the manufacturers. We will provide you with an update as soon as we receive one. 

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19497735
  
  I am rejecting this response because: Providing me a loaner should be a given. THAT DOESN'T CHANGE THE **** ****** GROVES PUGI SOLD ME A LEMON. 

  It has been over 10 months!!!!! Please with the excuses already. 

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

  Business Response

  Date: 03/14/2023

  We sincerely apologize for this inconvenience, however we are at the mercy of the manufacturers. Unfortunately, our hands are tied until the manufacturers rectify the situation. We can let you know when we receive any updates! 

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19497735
  
  I am rejecting this response because: Any sane person would reject to PUGI's response.
  
  ******************************************

• 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.

  My vehicle has been at this dealership Since October. The dealership did not send the request in a timely manner which caused the resolution for this issue to take longer than expected. My vehicle has never been serviced at any other dealership other than Hyundai dealerships. I provided the dealership with a year worth of oil change maintenance to the dealership as well as the third party which is Hyundai consumer affairs. The case manager closed my case out without allowing me any time to submit as much information as she was asking for and now they are requesting more proof after giving them a whole year worth of maintenance on the vehicle. I asked for the last case manager ******* to get another case manager on this case and she did not do that. I called in multiple times to HCA to have another case manager look into this and then I supposedly got another case manager that hasn't reached out to me at all. My vehicle didn't start having problems until I started going to this dealership. I was told by the dealership the last time this dealership serviced my vehicle I was told by a representative that a new engine was put inside which has to be far from the truth. This dealership does not provide the correct mileage information and I believe that something inappropriate is going on on the dealership behalf. Customers depend on dealerships to place the correct mileage for the next oil change on the window with the appropriate information meaning the date should be dated in advance so that problems like this don't take place on a 2020 vehicle. My vehicle was towed into the dealership October 10, 2022 and is still at the dealership as of today. The dealerships in ********** usually set my mileage in advance so that I have time to schedule an appointment with them every time. This vehicle was a used vehicle before I purchased it but it was not in bad condition at the time of purchase. I don't know why the dealership is not communicating with the new case manager. I am still paying car payments on this vehicle and this issue needs to be resolved asap.

  Business Response

  Date: 12/10/2022

  Pugi Hyundai is rated a five star dealership with the better business bureau.  We take our customers concerns with pride.  Please let us know how we can help further

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18532736
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************