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:06/13/2025

  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 have a 2020 KIA ********* Recently, I noticed it was burning oil more frequently than typical time between oil changes. I contacted *** of Naperville who denied there being any recall or issues with that particular make/model. Three weeks ago my *** stopped as I was driving to work. I had it towed to the *** dealership.They requested a copy/record of oil changes. I provided what I was able to receive through ********** and ********** Today, I was informed that *** is denying to cover my engine repair. Although my vehicle is still under warranty. Also, it is my understanding that there has been complaints and a civil suit against *** for this exact reason.

  

  Business Response

  Date: 06/20/2025

    Unfortunately, this is a *** warranty issue. The customer provided *** with the receipts that she had and the claim was denied by *** for lack of factory maintenance. There were many services missed and oil changes were not done according to the *** maintenance schedule. 
    We also tried to get *** to goodwill the repair, which was declined as well, for the same reasons. Poor maintenance records

• Initial Complaint

  Date:05/01/2025

  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.

  We purchased a vehicle new from Gerald *** in 2023. The vehicle has now been towed three times, completely shut down while driving three times, with the latest incident being especially dangerousthe car shut off while in drive, the brakes failed, and the steering wheel locked. My 2-year-old child was in the car with me, and we were nearly hit by a semi-truck. It was a terrifying experience that could have been fatal. Not to mention when I was able to get the vehicle to stop, the hazards wouldnt even turn on and continued to put us in danger. My Telluride has been at the dealership for 7 weeks, and the service department still has no clear answer as to why this is happening. *** corporate has been unresponsive, not taking the situation seriously, and offering no resolution or accountability. This car is unsafe and obviously has major issues.

  

  Business Response

  Date: 05/09/2025

    Unfortunately, we have been unable to reproduce the customers concerns.  *** ******** and ******************** are also involved with the customer, and the car does not have any error codes in the computer, nor can we duplicate the problem.  *********** Director has driven the vehicle 75 miles and the Technician has driven it 30 miles, with no occurance.  *** is currently working with the customer and ********************** for resolution.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23274829
  
  I am rejecting this response because:

  This is the 3rd time my car has been towed since the day I purchased it. My vehicle has turned off on multiple occasions (around ***** times) and does not work as intended. This vehicle is NOT SAFE as its unpredictable with the most recent time having the brakes fail. Having my vehicle for 9 weeks with no explanation and no ability to fix it while the car is only 2 years old and still under warranty is unacceptable. How could *** in good conscience put my kids, myself and my husband back in that vehicle? Not to mention my 15 year old who just got her permit and is learning to drive. 9 weeks was a sufficient amount of time to be able to determine the cause and if not, the situation needs to be resolved by refunding us for what we paid for a vehicle that does not work properly. I will not accept that because you could not duplicate the issue we have to risk our families safety or possibly another driver or passenger. 
  
  Sincerely,
  
  ****** ***********

  

  Business Response

  Date: 05/13/2025

    We apologize, but being a manufacturer issue and warranty, the Dealer can only do what the manufacturer dictates and approves!  We understand the frustration 

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car at this dealership in July of 2021, and have had a history of mechanical errors with the engine. Per the dealership, the issue is a misfiring cylinder. We left the car in their service department on 12/22/23 and received it back on 01/12/24 after the issue was fixed. On 10/26/24 the car was admitted yet again for the same issue and we got it back on 11/13/24. After less than a month the vehicle was returned to the service department for a misfiring cylinder on 12/10/24 where it currently still is on 2/24/25 with no sense as to when or if it will be fixed. I attempted to sell the car back to the dealership and the Used car manager wouldn't even discuss it with me since the vehicle is in their service department. I am looking to sell my car back to them and get Fair market value for the vehicle, since I have spoken with 3 different dealerships about the issues I am having, and they advised me to sell the car back at Fair market value which according to ***** Blue Book should be $27,000 to $29,000.

  

  Business Response

  Date: 02/26/2025

    We currently have the customers car in the ******************* and are awaiting a *** engineer to come see the vehicle.  The last repair was made by the *** manufacturer warranty.  The troubles with this vehicle started after the customer had rodent damage to the vehicle.  There was subsequent possible rodent damage a second time as well, although not to the extent of the first occurrence.  Once the engineer is able to figure out the issues with the vehicle, and the repair is made, we would be happy to give the customer a figure on his vehicle for us to purchase.

• Initial Complaint

  Date:01/03/2025

  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.

  12/30/2024, I Purchased a 2022 Hyundi Palisade I was provided a purchase agreement and told that I could give it to my credit union for funding since I was waiting for approval. I received the approval 12/31/2024 before noon and I notified ***** I also told him that I did not want the ************* as I would be obtaining it for my credit union. He provided me a document to sign to cancel the gap insurance and told me to have my credit union contact **************** since they had just approved my loan also. The ************ and **************** state that the dealership must fix this problem. The purchase agreement sent to the finance company has errors and they refuse to correct them.(Sales taxes, licensing fee, gap insurance) ***** has not sent me a copy of all the Indiana licensing fees documentations he had me sign.

  

  Business Response

  Date: 01/08/2025

  The General Manager is currently working with the customer to get this resolved, so that she is happy.

• Initial Complaint

  Date:06/27/2024

  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.

  Test drove '24 Kia ********* on 4/19/2024 with, ******. 4/20/2024 went back to turn in my leased '21 Genesis ***** Leased '24 *********. MY FIRST REQUIREMENT FOR A CAR WAS A TRAILER HITCH. I own an imprinted apparel business where I set up at kids sporting competitions. I pull a 6' x 10' cargo trailer with equipment/inventory. ****** opened the hatch of the **** saw the box in cargo are, assured us it had a trailer hitch, just needed to be installed. Went to sign paperwork for car. TRIED charging me $1999.00 for the hitch salesman told me was on the car. Went back/forth. I agreed to pay 1/3 of the price of hitch so we could go home. Box ended up being roof rails; they took them off price of car. Called 4/22/24 to get an appt. for hitch to be installed. Waited several days for a return call. Called again, service lady informs me no there have been no hitches in stock for a month or two. IF THEY INFORMED ME CORRECTLY THAT THERE WERE NO TRAILER HITCHES AVAILABLE, I WOULD HAVE WALKED AWAY. I HAD THE OPTION OF keeping my current car. It had a perfectly good hitch on it. On 4/22/2024 I went there, asked to cancel my deal and get my car back. Two managers I spoke with were rude and condescending. They said it wan't possible since I leased the car. I called ***************** and spoke with *****. She said she was going to try and make the car qualify for a buy back. A week later she informed me "It is a dealer issue and *** can't get involved." She said AFTER the car is "REPAIRED" she would attempt to recover some of my lost revenue. As of today, still no hitches available. Have had to cancel 3 vending events and I have lost thousands of dollars. Have had this business for 25 years, but this will put me out of business real soon. I am a pro-active Sr. ******* paying monthly for a hitch not even installed on my car. No after market hitches. I paid for factory equipment so there are no warranty issues. Don't buy anything from Gerald. BAIT, SWITCH & SHADY!

  

  Business Response

  Date: 07/12/2024

    We apologize to the customer for the miscommunication, as we were told the hitch and harness were available from *** per the order computer; when in fact they were on National back-order.  We since, have been able to obtain the hitch as well as the harness (finally).  The customer and the ** of the store have been in communication through-out the entire period.  We are working 2 options currently to try to make the customer happy.  Installing the factory hitch and harness as promised, or trading her out of the vehicle and into a ******* as she had before.  Both of the **'s and the ******* store and the *** store are working together with her to get her handled and satisfied.  Again, our apologies!

• Initial Complaint

  Date:04/11/2024

  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.

  This business has recovered a problem with my vehicle that requires to replace the engine since July of 2023. However the dealership has yet to complete the repair and they keep telling me there are other people waiting ahead of me. They are aware my vehicle is still under warranty and getting close to the 100k ***** I feel like this business is not keeping up with their expectations and management is not taking any actions to resolve this issue. They keep adding oil to my vehicle and telling me to come back every 1000 miles . Last three months they are saying when oil is finish come back we put oil for you ..I would like this business to resolve my vehicle issues before the warranty expires. I can provide documents from July if needed.

  

  Business Response

  Date: 04/29/2024

    Our apologies, I never received this complaint on 4/11/24.  This vehicle is actually in a different name of Koikarakalathil.  The customer was in on 4/11, and this particular repair is a *** ******** issue, not a Gerald issue.  The customer has been patient while we have performed the ongoing oil consumption test that *** has required prior to approving any warranty claim.  After sending the results again of the oil consumption test, we were able to get *** to approve the new engine under warranty for the customer on 4/12.  We ordered the engine on 4/12, and are awaiting the delivery of the engine or an update on the status from ***.  We apologize for the customers frustration, but as a dealer, can do nothing until the Manufacturer approves a claim.  We will reach out to the customer with the status and ETA on their engine.

• Initial Complaint

  Date:02/26/2024

  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.

  I TOOK MY BRAN NEW 2023 ************ TO ****** *** IN ******* BACK IN SEPTEMBER FOR A SIMPLE OIL CHANGE. AT THE END OF DECEMBER MY ENGINE LIGHT CAME ON SO I TOOK MY CAR BACK TO ****** *** ONLY TO FIND OUT THEY PUT TWO QUARTS TO MUCH OIL IN MY CAR AND MESSED UP MY CAR ITS MAKING ALL KIND OF NOISE THE ***** WON'T SHIFT THE ***** IS SLIPPING I CAN'T EVEN EXPLAIN THE DAMAGES THEY DID TO MY CAR. SO, I TOOK IT BACK AND TRYED TO SPEEK TO THE GENERAL ******* ***************** ABOUT THE PROBLEM BEFORE I COULD TALK TO HIM THE SERVICE SUPERVISOR WENT AND TALK TO HIM BEFOERE I COULD WHEN HE CAME OUT OF THE OFFICE TO SPEAK TO ME, HE WAS VERY RUDE AND INCONSIDERATE OF MY ISSUE WITH HIS SERVICE DEPARTMENT HE CHEWED MY HEAD OFF LIKE IT WASNT THIER FAULT MY CAR MESSED UP. WHILE MY CAR WAS THIER IT SAT OUT IN THE BACK OF THIER FACILITY FOR 8 DAY'S MY DAUGHTER RIDE PASS ********** DAY ON HER WAY TO WORK AND SAW MY CAR JUST SITTING THIER. THEY CALLED ME ON THE NINTH DAY AND TOLD ME MY CAR WAS READY, MY CAR IS DOING THE SAME THING IT WAS DOING BEFORE I TOOK IT BACK SO WITH THAT BEING SAID THEY DIDN'T FIX MY CAR PLEASE HELP ME RESOLVE THIS WITH ****** *** IN ******* IF THEY CAN'T FIX MY CAR GIVE ME A NEW ONE THANK YOU,

  

  Business Response

  Date: 03/16/2024

  We are in receipt of the above complaint; and can't speak to the oil change issue, as ********************** still owned the store--we did not.  Going forward, **************** did come in for a check engine light, which was a *** ******** repair for a bad clutch.  The parts did have to be ordered from *** as they were not available, and it did take a number of days to get the part from ***.  The car was repaired and returned to the customer.

  Almost a month ago, **************** came in and said her car was running weird still, and proceeded to yell at ****** the Service Advisor.  ***********************, the ** of the store, stepped in to help with the situation.  He had the Service Advisor ride with the customer in the vehicle; at which time the customer accelerated in drive to 7000 RPM's and in reverse at 6000 RPM's--both terrible for the vehicle!  (this is how engines get ruined)  After the road test with the customer, both the Advisor and the Mechanic found NOTHING wrong with the car!  The customer proceeded to yell at ****************** when they returned, and said she wanted her car swapped out for a brand new one.  ****************** told her that was not possible but we would be happy to trade her out of the current car and into a new one.  The customer stated she would be back the following week, and she did not return.

  We would be happy to try to trade her out of her car still; but find nothing wrong with her current vehicle!

   

• Initial Complaint

  Date:12/05/2023

  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 have a recall, knock sensor issue that damaged the engine to my *** ****** 2014. I dropped off my car at Gerald *** because I could not drive it to where I purchased it, Napleton *** in Elmhurst. Since I dropped off my car for the engine to be replaced at Gerald *** they have just been giving me the run around concerning my repairs and a rental car. They keep telling me that the engine arrived this morning. Then I call the following day and they tell me the same thing, that the new engine arrived this morning. Since I dropped off my car, I asked for a rental so I can get back and forth to work. They said I would be given a rental car to use but it has been almost 2 weeks and they keep tell me that they don't have a rental car for me, nor they don't know when my car will be repaired. I am disgusted on how I have been treated by Gerald *** concerning my engine replacement and not be given rental car when I was told I be given a rental. Gerald *** are liars, very unprofessional and not concerned about *** customers.

  

  Business Response

  Date: 12/07/2023

  We did receive ********************** vehicle for repair on Friday 11/24.  The warranty repair was approved by **** and the engine was ordered on 11/29.  The engine arrived on 12/1 and the repair was completed on 12/6.  At the time of the original drop off, which was not a pre scheduled appointment, we did not have any loaners available, as they were already out with warranty repair appointments.  When the customer requested a loaner from us, we had already started the repair on the engine, and we finished the very next day.  We tried to help the customer out as much as we could, and got the engine done as quickly as we could.  We apologize for any inconvenience he may of had with us having no loaners available

• Initial Complaint

  Date:11/14/2023

  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 brought in my car for ****** mile service on 10/19/2023 which included a free tire rotation as part of the oil change package. The two matching, newer tires were switched with two completely different , non-matching tires. This is either by plain stupidity and ineptness or blatant theft.

  

  Business Response

  Date: 11/17/2023

  ***************************, the General Manager at the dealership, reviewed the recording in the shop from the repair.  All 4 tires were taken off the vehicle for the rotate, stayed under the car while the rest of the repairs were done, then were put back on the car in rotated method.  There are no "other" tires on the car, only the ones that the car came in with!  ******* spoke with the customer on 11/16/23, and she understood and thought the tires looked different, likely because of the position of the tires; as 2 were newer and 2 were older.  She thanked ******* for the call, and is going to come see him when she is ready for her new tires.

• Initial Complaint

  Date:05/15/2023

  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.

  Spent 3 hours at Gerald *** on Saturday trying to lease a 2023 *** ***** for my college graduate. Online calculator on their website listed 3 year/12K lease with ~$2500 down at 299/month, same as national *** website. Called them and they confirmed that if the calculator stated that, it would be that price with some minor tax differences. Went down, took test drive and after a while they came back with a ~430/month offer after adding dealer markup (not mentioned in the phone call). Back and forth and they came back with ~345/month. I responded make it 330/month and we have a deal. Again after waiting (about 3 hours at this point), they came back at 331 (lol). Accepted, and both of ** signed the "FINAL" offer sheet. Several minutes later a manager came in and said there was an issue. They had an inaccurate zip code and it didn't calculate taxes so the amount was actually $30/month more. HERE IS THE KICKER. He underlined the zip code on the offer sheet and said because it was inaccurate the software did not include it. HOWEVER, we purchased a 2021 *** ******* from the same dealership in January. They had transferred the info from that deal to the new lease. THE *** CODE (5+4) ARE IDENTICAL - he lied to my face because that transaction had no issues. I got up and left, my son followed me; no gestures, no comment, just silently left. On the way home it got me thinking, so I called in to discuss with the Manager. Some back and forth with ** both expressing our opinions. At one point he stated that the offer wasn't "FINAL" (although again that was on the offer sheet) and that we were still negotiating. So I did... he agreed to ~340 including taxes instead of ~360. Looked at my son and he shook his head - did not want to give them his money. After that the manager responded that "I upset the other customers in that aisle by walking out." Again I got up and left without a word or any gesture. At that point I hung up on the phone conversation.

  

  Business Response

  Date: 05/19/2023

    We apologize for keeping the customer that long, and for how the whole deal transpired.  A new manager was working the deal and should have gotten the ** involved.  We reached out to the customer and apologized, and offered to do the deal as we should have in the first place.  Unfortunately, they had already bought a car elsewhere.  We offered a 3 year maintenance package for all the trouble and inconvenience, but the Son is taking the vehicle to ****, so the customer declined.  Again, our apologies!

  Customer Answer

  Date: 05/20/2023

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