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:02/27/2023

  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.

  bought a 2020 certified Hyundai Sonata that was suppose to have passed a 150 point inspection. There is body damage that I did not notice in the front and in the back. It was night time on Saturday february 18th when they finally brought the car out of service. There is also a splash guard under the front of the car that is torn in half with clips missing. When I confronted the dealer about it, they say whats done is done and they arent going to fix anything. When the car should not have been sold that way to me as a Hyundai Certified Car. I have many photos to proove my point, and the damage is in the photos at the dealer before I paid. I just didnt notice the damage and was not informed about any of it. The dealer will not call back or help with anything now...

  

  Business Response

  Date: 03/14/2023

  I apologize for the your inconvenience.  Our General Manager, *************************, would like to help you out. Please contact **** at ************ or ***************************************************************

  Thank you,

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

  HR Director

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

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19505339
  
  I am rejecting this response because:
  

  We apologize for the delay in our response. We were waiting to hear back from an agent from Hyundai Corporation regarding our issues. We did already speak to the team at Gurnee Hyundai several times and they had already told us they did not have any responsibility to assist us with the particular issues we were inquiring about. Please keep the case open if possible and as soon as I hear back from the agent at Hyundai Corporation (we were told it would be another week or so), we will reply again regarding this case and speak to the dealership if needed.

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

  

  Business Response

  Date: 04/04/2023

  Attached are pictures of everything Mr. ******** mentioned in his complaint. The pictures were taken after the vehicle came out of loaner service. At the time of delivery we went over the vehicle with *******************, he also took a test drive. Mr. ******** purchased his Sonata on February 18th and then called us on February 21 to inform us that we sold him the car with damage. That is not the case as you can see with the photos provided. We informed him that we can not sell any vehicle with damage as a certified vehicle. We informed ******************** we would be happy to get an estimate for him to repair the damages to his vehicle at his expense.
  
  
  *************************
  General Manager
  *****************************
  
  
  ************** 
  
  Gurnee Hyundai
  
  6251 Grand Ave Gurnee *********
  
  

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19505339
  
  I am rejecting this response because:

  
  

  The photos the dealer attached are from the listing for sale which we had seen online prior to coming to look at the vehicle. I have a photo of my wife standing next to the car and the salesman, ***** the night we made the purchase and you can see the scrapes on the passenger side front fender (attached).

  I did not test drive the car, my wife drove it. When we called to ask to see the car, we were told "yes, please come." Then, we received a phone call when we were well on our way and were told that the car was being loaned out and they would call us back if they could get the customer they had loaned it to - to bring it back. Meanwhile we continued on our way in case. We did get a call back that the customer was bringing it back. When we arrived, we waited a long time while the oil was being changed. By the time my wife drove the car, it was dark outside and the damage was difficult to see. We also could not possibly have seen the cover underneath the car and no one mentioned that to us. We immediately noticed the next morning at home because we could see a piece of rope hanging down when looking all around the car (the rope that had been used to tie up the broken cover) and wondered what that was. We knew it was Sunday and could not call the dealership until Monday. We did immediately call on Monday, February 20th to discuss the issue and also to follow up about how to receive the spare key the salesman had agreed upon giving us. (We were never given that either.)

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

• Initial Complaint

  Date:01/23/2023

  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.

  12-13-21 purchased 2015 **** Escape for ********* traded in **** hyundai ***** fe for *****. Took out loan making $400 a month payment. Gurnee gave me 3 year extended warranty on ****.but it doesnt cover whats wrong with car.In march 3 months driving engine light come on.Went to gurnee Hyundai for service refused to pay $160 service fee so they got manager to explain,checked it said it wasnt going to break down but that I needed to take it to a **** dealer for service not them they just sold me the car.I take car in June to **** dealer they say its a ******** job to fix catalytic converter.I went back to hyundai and talked to javion the sales person who sold me car and he said take it back to **** for service its nothing they can do.so I tried to call the dealership manager for days and left messages on voicemail he wont call me back you need an appointment to go in there to talk.the insurance said they was supposed to give me a ************************************************* warranty can you have them give me one part of my resolution to Gurnee Hyundai.

• Initial Complaint

  Date:10/18/2022

  Type:Product 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 08/27/2022 I purchased a Hyundai Elantra 2023 with a price about $28000 and with taxes and fees a little over $30000 so they gave me the final price at about $31000 with all the fees and taxes and I agreed with the price so I sign the paperwork and I was given a USB drive with everything I signed. A week later I went to print the paperwork and to my surprise the final price was I little over $40000 so I check and they added extra services with out my permission nor I did get any explanation whatsoever about it. This extras were:****** $2495 Smart driver $1995 Windshield plus $499 LoJack $650 Service contract $3142 Gap $1000 Total $9781 This its the total amount Im requesting from them. I already talk to them because some services cant be cancel in their website. Its been more than 3 weeks since Im trying to get a refund and they wont answer my emails nor call me or anything. Obviously this is a very misleading sales tactics and they just wont work with me so I can get a refund. My final resolution will be to get a refund for the mentioned amount. Yea have emails were I been trying to contact them and they never get back to me. I went in person the week after to get this fixed but they didnt work with me on this I was just given a website so I can cancel but its been more than 3 weeks and I havent get a refund and they wont let me cancel everything. They say I have to contact the dealer to get a refund but of course they wont answer. Hopefully that we get to a amicable resolution. Thanks ***********************.

  

  Business Response

  Date: 11/08/2022

  **************,

  Attached are copies of the warranties that you purchased at the time of delivery. You did sign accepting the purchases of the warranties. I will be happy to help you cancel the warranties if you choose to. I can be reached at 847.991,0444 or ****************************.

  Thank you,

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

  HR Director 

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

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18239355
  
  I am rejecting this response because: as I explained I wasnt notified about any extra warranties, the agreed price was without any extra service. they didnt ask me about them it wasnt my fault. all the signing I did was for the price of the car and fees and taxes I was never explained that they will be ad any other services so if you like to cancel all the extra services that I mentioned in my last message that will settle this matter. take into account that the amount of all this services amount to a little over $9000 so if you cancel all this for the total amount of this extras I will consider this case close. If for any reason you can not do this we can go arbitration or court if you consider thats the best option. Let me know. 
  thanks 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/23/2022

  Please accept this as our final response to complaint # 18239355. Mr. **********;purchased 2023 Hyundai Elantra vin# *****************. Attached are all the supporting documents showing the purchaser was notified and aware of everything he purchased. Attached also, is the cancellation form that Mr. **********;filled out requesting to cancel the vehicle service contract: AAGI, GAP: AAGI GAP waiver, bundled protections: Smart Driver, Stand Alone Ancillary protections: ***************. We at Gurnee Hyundai stand behind our response regarding our position. This is our final response. Thanks in advance.

  Thank you,

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

  General Manager

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18239355
  
  I am rejecting this response because:
  Although they state that this is their final response and that all the products that I requested to be cancel and reimbursed are already cancel its kind of odd because the cancellation form have a date of 9/27/2022 and I submitted the complaint on 10/28/2022 some things doesnt match but regardless according to the cancellation form its has been at least 2 months and I have not see any credit on my account or received any refund for it, I did cancel 3 of the items which were AAGI, GAP AND something else that was bundled together but the other 3 items were supposed to be cancel by the dealership because they are the only one who can do that I was told. Like I said its been a couple months and I havent seen any credit or refund and until I see that all the items are cancel and reimbursed or refund issue I can not consider this case closed. Its totally unacceptable that after two months of the cancellation I still dont have any credit or refund. I did my part now its the dealership part to make sure I get credit or reimbursement for such items since they were the ones who sold it to me. Hopefully next time we get in touch will be to make sure I get all my credits issued-refund and so we can finally closed the case. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/20/2022

  **************,

  Gurnee Hyundai cancelled your warranties for you.  Please reach out to your lienholder to verify the payment.  Please let me know if you have any questions.

  Thank you,
  ***********************

  HR Director

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

• Initial Complaint

  Date:10/11/2022

  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.

  Went in to look at used 2017 ***** Pilot listed below:2017 ***** Pilot $20,526 VIN: ***************** Stock #: 5371PH Dealer quoted a out the door price of over 30K. This included a mandatory dealer accessory add-on that was asking over 3K for it all and a **** ****************** fee for a used car. Was expecting to see the vehicle with tax to be about 24K but the mandatory fees made the used car over 30K for a vehicle not worth the price. The fees were not advertised on their webpage or their BUY ONLINE system giving 3 different numbers and they keep going up. Transparency is non-existent at this dealership until credit app is placed then magically new numbers appear all the sudden.

  

  Business Response

  Date: 10/31/2022

  ********************************* submitted an inquiry on 10/9/2022 through Gurnee Hyundai buy online/Roadster express order at 8:42 PM. During the online transaction, ************************ proceeded to upload his Driver's License (10/9/2022 @ *******, his credit application (10/9/2022 @8:47PM), Proof of Insurance (10/10/2022 @ 9:19AM), and added a service and protection plan (10/10/2022 @ 9:20AM).  ************************ was under the impression that he could attain a ****% APR because these were the numbers that he entered manually through the Roadster/Buy Online portal. 
  
  
  
  

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18200054
  
  I am rejecting this response because:  I was already pre-approved for a loan from another lender.  The advertise priced was ***** and it was added fees and destination charge for a used car?   This dealership was taking advantage of people with lower scores.  Yes I have a low credit score but you don't run the credit and tailor the deal to their credit score by adding absurd fees.  As protected information this dealership should not have put my credit score on here.  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/10/2022

  Mr. *********;***************;submitted an inquiry on 10/9/2022 through Gurnee Hyundai buy online/Roadster express order at 8:42 PM. During the online transaction, Mr. ***************;proceeded to upload his Driver's License (10/9/2022 @ *******, his credit application (10/9/2022 @8:47PM), Proof of Insurance (10/10/2022 @ 9:19AM), and added a service and protection plan (10/10/2022 @ 9:20AM).  Mr. Bounyavong was under the impression that he could attain a ****% APR because these were the numbers that he entered manually through the Roadster/Buy Online portal. 
  
  

  We would be happy to work with ************************ if he would like to return.  Please ask for *************************, General Manager.

   

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18200054
  
  I am rejecting this response because:  You forgot the manager added a $2100 destination charge to the purchase price.  I wasn't questioning the monthly payments.  I was questioning your vehicle advertised priced of *****, added additional fees more than your listed in your dealer installed items sheet.  

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

  

  Business Response

  Date: 11/29/2022

  Gurnee Hyundai does not charge a destination fee.  Can you please provide me with a copy of the destination fee in question for review.  Our General Manager would be happy for you to come in and work with him for a deal for a vehicle that works ***** for you.  Please reach out to him at ***************************** or ************.  

  Thank you,
  ***********************

  HR Director

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

• Initial Complaint

  Date:10/01/2022

  Type:Product 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 September 24, 2022 I went to the Gurnee Hyundai after seeing an ad on their website for a used 2018 **** Taurus. The vehicle was listed for $19,660. When I went to the dealership and test drove the vehicle, I was happy with it and the price. When I met with the Sales Manager ***********************, I was told that I just needed to sign documents. When I questioned the papers and added fees, I was told that all of these add on products were required for the purchase. I was told that I just needed to sign the documents. I never received paper copies of the documents and only received a flash drive with a copy of my documents. I am a senior citizen who does not utilize a computer. When I arrived home and received assistance on the computer, I realized they increased the sales price to $25,294. I contacted the dealer to get more information and dispute these add-on costs that I distinctly stated I did not want but was told was required. The dealer was unwilling to assist me or refund any charges. They became rude and unwillingly to talk with me and continually hung up on me. I feel as though this dealership false advertised the price. They got me in and did a bait and switch. In addition, I feel I was taken advantage of because of my age. This dealer has numerous BBB complaints and should be shut down. I will be filing complaints to the ******** Attorney General, the ************************************* and the Better Business Bureau. All I am asking is to be refunded for the add-on products that I did not want and for the dealership to be held accountable for their deceptive practices. If they are unwillingly to refund these add-on charges, I would like them to take the car back and give me my money back.

  

  Business Response

  Date: 10/18/2022

  Hi,

   

  Thank you for visiting Gurnee Hyundai. Attached is a copy of the signed warranties you agreed on when you purchased your vehicle. You did complete a warranty cancellation, which is attached, and was processed. The warranties were canceled and a cancellation check was issued and sent out to your lien holder. Ive attached a copy of the check sent to lienholder. Should you have any questions, please let me know.

  Thank you,

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

  HR Director 

  ******* Automotive Group

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

• Initial Complaint

  Date:08/11/2022

  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.

  The Gurnee Hyundai dealership is advertising certain cars online for a fair price but, you can't buy at the advertised price. When you try and buy the car there it is between $2,000 - $4,000 in random dealership fees. This is outside of sales tax, title, and plates. They are trying the classic bait switch move. Price looks very appealing but, when you finally go to buy is when you are presented a different price all together. Most recent example as of Tuesday August 9th. 2012 *** 335i listed for $18,635. Price I was given to purchase was $24,000 out the door. Sales tax is 7.5%, title is $150, plates are $150. Total price for the car should be right around $20,200 with all the fees. When I questioned the pricing, the sales manager said the $18,000 for the car is what the dealership pays and we need to mark that up with what you do to the car to prep it for sale. $4,000 in prep fees for this example. Absurd. Link below. https://www.cargurus.com/Cars/inventorylisting/viewDetailsFilterViewInventoryListing.action?sourceContext=carGurusHomePageModel&entitySelectingHelper.selectedEntity=d1512&*********#listing=335349151/NONE

  

  Business Response

  Date: 08/19/2022

  ******************,

  Thank you for visiting Gurnee Hyundai.  The car you were looking did have a addendum on the car at the time you came in to visit Gurnee Hyundai. Please see attached.  If you are still interested in the vehicle, please reach out to *************************, General Manager at ************.  He would be happy to help you out.

  Thank you,
  ***********************

  HR Director

  Gurnee Hyundai

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

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17706585
  
  I am rejecting this response because: Advertising a car for price means you are selling it for that price plus applicable taxes and fees allowed too. Adding $3,145 on a used car for unrequested "add-on's" and not willing to remove them is wrong. If the car is $3,145 more it needs to be advertised as such. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/08/2022

  ******************,

  Gurnee Hyundai will honor the cost you were quoted. Please bring in the paperwork with the cost at the time and ask for *************************, General Manager. He will be happy to work with you.

  Thank you,
  ***********************

  HR Director

  Gurnee Hyundai

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

  

  Business Response

  Date: 09/22/2022

  Hi,

  Gurnee Hyundai will honor the cost that she was offered if she brings in the paperwork showing was the vehicle was advertised at.  *************************, General Manager, will be happy to work with her.

  Thank you,
  ***********************

  HR Director

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

• Initial Complaint

  Date:08/10/2022

  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.

  Purchased a used vehicle 2012 ******** **** GL450. Vehicle sold to me with error codes on it, ignition going out and multiple hidden issues requiring repair. Source of vehicle which was a wholesale auction not a consumer trade in as presented by ********************* ********** Hyundai Gurnee,, ********. The 2nd key fob I was given does not even match my vehicle. ******* ********** dba Hyundai Gurnee in Gurnee ******** refuses to make me whole by providing a 2nd key fob for this vehicle. ************* dealer in *********** **, ********************** noted this in their full ignition replacement. I want $126.00 in *** overnight early next day and a 2nd new key fob matching my first key at the expense of ******* **********. I had to pay $1,385.18 due to the ignition fully failing, towing charges a full vehicle alignment and in repairs 28 days after car ownership. I took the car off the lot at Gurnee Hyundai on 3-4-2022. Broke 4-2-2022. ********************* owes me a second key fob factory made by ************* and operable by my ignition. Notes in the ********************** paperwork clearly state I was given a 2nd key fob that I sent to ***** At Full Spectrum. *******************

  

  Business Response

  Date: 08/18/2022

  **************,

  Thank you for visiting Gurnee Hyundai.  You purchased a 2012 ************* GL450 on March 1, 2022.  On February 7, 2022, a used car multi-point inspection was completed and no error codes were on.  Please see attached Vehicle History Report.  When the vehicle was delivered to you no error codes were on or we would not have let you leave dealership.  The 2012 ************* GL450 was a used car and any items pertaining to the vehicle were handed to you at the time of delivery.  They key fobs were also given to you.  Should you have any questions, please reach out to *************************, General Manager at ************.

  Thank you,
  ***********************

  HR Director

  ******* Automotive Group

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

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17103152
  
  I am rejecting this response because:

  
  

  1.  ******* Group dba Gurnee Hyundai gave me a 2nd key fob that does not match my model ******** as evidenced by notes from Foldmann *******************************, **

  2.  I asked for this key fob to be replaced, your company response represents falsehoods

  3.  The error codes for blindspot warning was noted by my sakes agent at your dealership

  4. The additional error codes are Service A maintenance code, the electrical in the hitch does not work so clearly the Gurnee Hundau's version of quality assurance is lacking.

  5. Replace the key fob for the 2nd incorrect key with a working one, this response was unacceptable.

  
  

  Attaching the photos of error codes and clearly since Sevice A has been there 8k miles and I have only driven it 8k miles the Gurnee Hyundai response skirts the issues and is filled with untruths. The blindspot error was on it too.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/04/2022

  **************,

  When you purchased your vehicle from Gurnee Hyundai, you were presented with our Vehicle Sold As-Is, No Warranty of any kind, For Parts Only Sale that says it has been disclosed to you that the vehicle is a complete As-Is for Parts Only Sales transaction.  Please see the attached signed form.  You also signed the We-Owe document showing nothing is owed, see attached.  Should you have any questions, please reach out to *************************, General Manager.

  Thank you,
  ***********************

  HR Director

  Gurnee Hyundai

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