New Car Dealers
Bob Rohrman HyundaiThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 10 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:06/21/2025
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had my car towed to *** Rohrmans on June 16th 2025 in the evening after the service department was closed. I could not get hold of them to discuss my concerns and the dealership went ahead and completed a diagnostics test without my verbal or written consent. This cost me $182.73 on 6/21/2025.I attempted to dispute the charges and was told this is how it works I explained that every previous time I was informed of the cost before any services were completed. I also have a history of using Bon Rohrmans for maintenance on this Hyundai Santa Fe and previously they charged me for a diagnostics test which was supposed to be charged to Hyundai because it was under warranty. I believe this happened in 2023 after the engine was replaced in 2022.The dealership of *** Rohrmans was negligent with their maintenance of my car. Along with charging for a service I did not consent to and would not have consented to.Initial Complaint
Date:02/05/2025
Type:Order IssuesStatus: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.
Salesman tried to sell me a car that didnt start. Never disclosed any of the issues with it. Said he couldnt tell me about things he didnt know. Salesman and the Used car manager kept telling me that the recall and hose would be fixed before I got the car, but would never answer my question about what was wrong with the battery. I was pressured to sign the paperwork, and I kept saying I didnt feel comfortable when I didnt know what was wrong with the battery or even which battery it was the regular or hybrid. Kept getting told the recall and hose would be fixed I promise. More pressure to sign, sending someone to my house for a wet signature, I said ok as long as my concerns are addressed and a clause is added that if the car gets to me and its not what I expected that I can unwind the deal, completely ignored, yet still sent someone. I had finally gotten a video but it was not running like I asked and he said the tire tread was great even though the inspection said low, and he didnt show the tread in the video. I had my husband call the salesman and try to get answers, and they acted like I never asked and that I told them to send someone for the wet signature. Husband said no, answer my questions and we canproceed, if not deal is done. **** **** the salesman called my husband an A****** and hung up on him! Then text and called me, and hung up on ME! At least $4000 worth of work needed done, and seems someone had tried to hide problems with it.Husband called the *** service **** directly since we couldnt get a real answer. Which we didnt get a call back until the deal was already called off. I emailed all upper managers about this. Not one got back to me. I called and talked to the ** ***** ****** on 02/01/25 he was so apologetic said it was not how they do business and he wants to make it up to me, h*** either text me or email me. Nothing as of 02/05/25. Havent received my $500 back yet, doesnt show pending, and didnt get a receipt for return.Initial Complaint
Date:01/11/2024
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a brand new vehicle from Bob Rohrman Hyundai in *********, *******. The car is a hybrid. the car will lose power before it completely stops and has to be towed. This has happened more than a dozen times and the car has been in and out of the shop roughly 15 times or more. This last time, the car went into the shop for the same reason. Now they are saying that they disengaged a part about the hybrid and re-collaborated it. They informed me that this is not a guaranteed fix but I can drive it even though it could once again shut completely down while driving on the highway which is how I get to and from work. The service manager informed me that he was aware that the car had been in for service more than 5 times for the same problem. He, along with the general manager did also admit that this is dangerous and stated that they would not want to drive it. As a result, they refuse to follow ******* Lemon Law and buy the car back. They are trying to run the warranty out on the car.Initial Complaint
Date:11/28/2023
Type:Service or Repair IssuesStatus: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.
Not honoring We Owe contract ******************** There were repairs that we were made, but it did not fix my original complaint that was stated on the We Owe.Business Response
Date: 11/30/2023
Hello,
This complaint is tagged to ********* Hyundai. I want to make sure that the issue arose from that location. The repair order you attached is from a different location. That is why I ask.
Thanks,
Customer Answer
Date: 11/30/2023
On July 14, 2023, I purchased a 2015 **** Edge from Rohrman **************** in Lafayette. I had driven 2 hours away from where I live after a long search for a car. *************************, the salesman told me that there were new tires and the service department at the dealership had changed the brakes. Upon the test drive, I noticed a creaking sound when going over bumps,stopping, and accelerating. I had ******* in the front seat that also witnessed the noise. To finalize the deal, it agreed that the noise would be looked at by service and the repairs would be taken care of. That was the only way I was going to purchase the car. A We Owe agreement was written up and signed by both parties. I had reached out multiple times via phone and text to ******* when to bring my car in to have it expected by the service department.
After multiple attempts of connecting, we had agreed on a date, and then he told me scratch that the day before because he did not have a loaner available for me to use. This was on August 24, 2023. I then reached out and requested to talk with a manager to express my concerns about how long this was taking and I felt like I was not getting the customer service I deserved. I then was in contact with ******* He got the okay from one of the managers for me to take it to a Rohrman owned dealership in *************** where I reside.
I took it to the Rohrman ****** dealership where they inspected the car. ***y told me that the rear brakes were severely warped causing a pulsating action and the front control arm needed to be replaced to take care of the creaking noise. *** ****** dealership got the approval from the dealership to fix the rear brakes and replace the lower control arm.
Once I picked up my vehicle after those 2 things were completed, I still had the original creaking sound from when I very first looked at the car. I took it back to the ****** dealership where they were able to then tell me that it was the front struts that need to be replaced.
*** service advisor that I was working with at the ****** dealership got in contact with ****** at the Lafayette store and said that did NOT approve the front struts being replaced. I called *******, another team lead. He said that there was nothing more that they could do. He then told me that the general manager of the store would be in contact with me to discuss the matter because he did not know why the repairs would not be approved. I waited a couple days and did not hear from anyone. I would call the Lafayette store and ask to speak with *******. When I would call, he was always unavailable. However, when I had my fianc call a couple minutes later, he was available. Once my fianc told him who he was, he said that the manager was calling me right then. I spoke with the manager, *******************, who you will not find on their website anymore. I explained the situation to him. He said that they have already put $1500 into this car and will not be financially responsible for any more repairs. I had reminded him that we have a We Owe agreement and that has not been fulfilled.
He asked me why the ****** dealership fixed my brakes because that is not what was making the creaking noise and I informed him I am not a mechanic, so I cannot answer that. However,they would not have been looking if they would have been new like I was originally informed when I purchased the car.It has now been 3 months since I purchased the vehicle, with no resolution. If the dealership had inspected the car when they bought it from trade-in, they would have been able to hear the exact noise I did after driving it for 5 minutes. Also, if they were to do an inspection, they would have been able to see that the struts needed replaced before selling the car.
Customer Answer
Date: 11/30/2023
The attached invoice is the repairs and the notes of where it was recommended that the front struts need to be replaced.Customer Answer
Date: 11/30/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]On July 14, 2023, I purchased a 2015 **** Edge from Rohrman **************** in Lafayette. I had driven 2 hours away from where I live after a long search for a car. *************************, the salesman told me that there were new tires and the service department at the dealership had changed the brakes. Upon the test drive, I noticed a creaking sound when going over bumps, stopping, and accelerating. I had ******* in the front seat that also witnessed the noise. To finalize the deal, it agreed that the noise would be looked at by service and the repairs would be taken care of. That was the only way I was going to purchase the car. A We Owe agreement was written up and signed by both parties. I had reached out multiple times via phone and text to ******* when to bring my car in to have it expected by the service department.
After multiple attempts of connecting, we had agreed on a date, and then he told me scratch that the day before because he did not have a loaner available for me to use. This was on August 24, 2023. I then reached out and requested to talk with a manager to express my concerns about how long this was taking and I felt like I was not getting the customer service I deserved. I then was in contact with ******* He got the okay from one of the managers for me to take it to a Rohrman owned dealership in *************** where I reside.
I took it to the Rohrman ****** dealership where they inspected the car. ***y told me that the rear brakes were severely warped causing a pulsating action and the front control arm needed to be replaced to take care of the creaking noise. *** ****** dealership got the approval from the dealership to fix the rear brakes and replace the lower control arm.
Once I picked up my vehicle after those 2 things were completed, I still had the original creaking sound from when I very first looked at the car. I took it back to the ****** dealership where they were able to then tell me that it was the front struts that need to be replaced.
*** service advisor that I was working with at the ****** dealership got in contact with ****** at the Lafayette store and said that did NOT approve the front struts being replaced. I called *******, another team lead. He said that there was nothing more that they could do. He then told me that the general manager of the store would be in contact with me to discuss the matter because he did not know why the repairs would not be approved. I waited a couple days and did not hear from anyone. I would call the Lafayette store and ask to speak with *******. When I would call, he was always unavailable. However, when I had my fianc call a couple minutes later, he was available. Once my fianc told him who he was, he said that the manager was calling me right then. I spoke with the manager, *******************, who you will not find on their website anymore. I explained the situation to him. He said that they have already put $1500 into this car and will not be financially responsible for any more repairs. I had reminded him that we have a We Owe agreement and that has not been fulfilled.
He asked me why the ****** dealership fixed my brakes because that is not what was making the creaking noise and I informed him I am not a mechanic, so I cannot answer that. However, they would not have been looking if they would have been new like I was originally informed when I purchased the car.It has now been 3 months since I purchased the vehicle, with no resolution. If the dealership had inspected the car when they bought it from trade-in, they would have been able to hear the exact noise I did after driving it for 5 minutes. Also, if they were to do an inspection, they would have been able to see that the struts needed replaced before selling the car.
*** attached invoice is the repairs and the notes of where it was recommended that the front struts need to be replaced.
Regards,
***************************Initial Complaint
Date:10/11/2023
Type:Billing IssuesStatus: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 my 2013 Hyundai sonata in for a recall. It charged me a $350 deposit and they pulled the head off the engine. Lied to the manufacturer about sludge being in the engine. And kept the deposit and didn't do the labor.Business Response
Date: 11/09/2023
This issue has been resolved and closed.
Thanks,
Customer Answer
Date: 11/18/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It is not indeed dealt with.
Regards,
***********************Business Response
Date: 11/20/2023
*************************** vehicle was brought into our service department in hopes to have "warranty" work done on the vehicle. The vehicle's engine was then inspected and taken apart in areas that Hyundai corporate instructed our service department to do (please see attachment for correspondence from Hyundai on inspection and decline or warranty work). After completed inspection and photos were sent to Hyundai corporate. They deemed the engines defect as non-warranty work. We would love for the manufacture to approve the work to be done to *****'s vehicle. This would mean that we have work to do in the shop and ***** doesn't have to spend any money out of pocket. A win-win for both parties. So when accused of lying to the manufacturer and keeping a deposit, both are untrue. The money you had to pay was for the technician to take apart the engine, this is by no means theft or keeping someone's money. If the service work would have been deemed "warrantable", Hyundai Corporation would then pay for the inspection and all necessary repairs. Again, we would love for this to be a warranty service for your sake and ours but if Hyundai Corporation says no we cannot proceed with the repair and reimbursement.
Thank you,
Customer Answer
Date: 11/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
According to the class action lawsuit.
"The extension of the warranty covers all costs of inspections and repairs including, parts, labor, and diagnosis, for the engine short block assembly. Coverage under the extension of the warranty cannot be denied on the grounds of improper vehicle service or maintenance history (excepting limited exceptional neglect circumstances)."***************************************************************************************
Regards,
***********************Customer Answer
Date: 11/21/2023
The Previous owner did regular interval oil changes on the interval specified by the manufacturer. They did the oil changes themselves and before selling the car did another oil change.Business Response
Date: 11/22/2023
*****,
if you communicate with Hyundai corporate and they change their discretion on the case. We will be more than happy to assist. There is nothing else that we can do as the middle man in this situation. They have denied the claim as void.
Customer Answer
Date: 11/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Could you please provide me with contact information to contact someone there to discuss the case?
Regards,
***********************Initial Complaint
Date:08/27/2023
Type:Service or Repair IssuesStatus: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.
Documents attachedBusiness Response
Date: 08/30/2023
We understand that you have expressed dissatisfaction with your used vehicle purchase, despite our genuine efforts to address your concern. One option that we would like to offer is our Trade-In Assistance Program. This program is designed to help customers transition to a vehicle that better meets their needs and preferences. Here's how the Trade-In Assistance Program works:
Vehicle Assessment: Our team will assess your current vehicle to determine its trade-in value based on various factors such as its condition, mileage, and market demand. We also would use this same evaluation to purchase the car from you. Any outstanding balances would be due to proceed with us purchasing the vehicle immediately. This would allow us to receive the title to then redistribute the vehicle.
Customized Solutions: Once we have the trade-in value of your current vehicle, we can work together to find a vehicle from our inventory that aligns more closely with your requirements. Whether you're seeking a different make, model, size, or features, our team is committed to finding the right fit for you.
Flexible Financing: We understand that financing is an essential aspect of any vehicle purchase. Our finance experts will work with you to explore financing options that make the transition to your new vehicle as smooth as possible.
Customer Support: Throughout the process, our dedicated customer support team will be available to address any questions or concerns you may have. We want to ensure that you are comfortable and confident with your decisions every step of the way.
The second option would be to purchase an Extended Warranty for Added Peace of Mind: To further enhance your confidence in your vehicle, you might want to explore the option of purchasing an extended warranty. While your vehicle is used and has been in your possession for over a year, an extended warranty could provide an added layer of protection against unexpected repairs. This could significantly reduce the stress associated with potential maintenance costs and ensure a smoother ownership experience.
We truly believe that one of these options can help address your concerns and provide you with the satisfaction you deserve as our valued customer. Please take some time to consider these choices and let us know how you would like to proceed. You also may elect to decline the assistance or options that we have provided if that is your preference. I know we have presented option one both buying or trading your vehicle, and you have declined that option. Option two does require additional costs, but Rohrman Hyundai would assist to reduce those costs for customer satisfaction.
Customer Answer
Date: 08/30/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*************************Initial Complaint
Date:12/19/2022
Type:Product IssuesStatus: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.
Very bad practice. Sold vehicle that has manufacturer defects. Went through their inspection of a vehicle that I purchased sight unseen that was to be exactly as sold one in dealership showroom. When vehicle delivered I called to complain of warped body panels and was told that this issue would be taken care of very soon. I was to be out of the country for nearly 2 weeks. The next day during the daylight it was obvious that many defects were on vehicle. Now nearly a month later with 3 professional opinions and talking with Hyundai Motor Manufacturing that these are definitely manufacturing defects and they suggest it will be worse if going through bodyshop. Hyundai Motor Manufacturing says dealer responsibility and dealer says I took possession of vehicle this way. Unsatisfied completely and will do everything in my power to find resolution for this issue and WARN EVERYONE ABOUT *** ROHRMAN AND HYUNDAI MOTOR MANUFACTURINGBusiness Response
Date: 12/30/2022
**************,
We have the options already presented available to you. Also, reached out to Hyundai manufacturer and they suggested having a field tech check out since its believed to be a manufacturer defect. They did not provide the resolution after field tech reviews the vehicle. It is ************** to pursue to find ************** would be easier for us to set up with field tech since we are aware of the situation. I do know that presents an inconvenience though, so using the local Hyundai should work as well. That would be between Hyundai and you. Again, the options originally presented would be available via us.
Customer Answer
Date: 01/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
***************************
Initial Complaint
Date:10/10/2022
Type:Service or Repair IssuesStatus: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 Friday, September 7 I brought a trade in to them in hopes of finding a vehicle that was bigger. I test drove a van, no check engine lights were on, and everything seemed great. I left the lot and went home. The next morning I tried to start the vehicle and it would not start. After several tries it finally started, and the check engine light is on. I immediately called the dealership as it had not even been 24 hours since I had purchased the vehicle. I explain to them that I was completely uncomfortable paying $400 per month and a vehicle that would not start. They told me they would transfer me to the service department and then hung up. I had to call three more times and get hung up on each time. Then when I finally reached the service department, they said they would have to call me back. No one contacted me until I got a text message from the person who sold me the car saying I needed to bring it in on 2 PM on Monday. I again said that was unacceptable, as I no longer have a vehicle, I have work to get to and children to get to school and I wanted it fixed. I brought it to the dealership at 9 AM Monday morning when they opened. They are refusing to pay for any of the repairs, quoting the lemon law doesnt apply to them. Well that *** be true, we made the complaint less than 24 hours after purchasing the car, and common decency should have been provided. Now I am out another $3000 for repairs, and theyre still getting my money every month! They have absolutely no service records for the vehicle, or do any preventative maintenance on it whatsoever. They did nothing to prevent this as they should have. They should repair the vehicle that they sold knowing they did no maintenance on it especially with it being LESS THEN 24 hours later. Buyers remorse is one thing, having a vehicle that Im no longer able to use is another.Business Response
Date: 10/10/2022
Called the number on the complaint to get more information to figure out how to help. Phone number has a voicemail that is full and I do not find any information attached to that phone number in our system. Also, looked through our sold log about a van being sold around the 7th of September. Nothing was found there either. I would love to help, but no name, limited vehicle information, and limited contact information.Initial Complaint
Date:09/27/2022
Type:Service or Repair IssuesStatus: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.
This is my 2nd complaint against this company. The 1st complaint has since been resolved. This complaint is about not receiving my car title on time. I brought a 2021 Genesis *** on 8/26 and was sent paperwork that needed to be signed and sent back. I did exactly that. Now because they forgot to include the paperwork because I brought the vehicle with a cashier's check that also needed to be signed and returned they are now late on delivering my title which I need to register my vehicle in Virginia. This new paperwork was sent to me on 9/23 almost a month later and according to the paperwork that was signed I am to get my title by 9/26 which I have not. I have since mailed back the paperwork they were asking for and all I am asking now is that the process is expedited. I am requesting that as soon they receive the paperwork they overnight via *** NEXT DAY AIR NOT NEXT DAY AIR SAVER my title. I am scheduled to go out of the country for work on 10/1 and will be gone for a month so I need this done immediately. When I speak to my sales rep ***** his tone is that it is my fault when in fact all I should be hearing is an apology and the fact that he will get right on this to make it right. I requested to speak to a supervisor and he stated that if they were not too busy someone would call me back. This is completely unacceptable and I hope that someone takes a look at what is going on over there because this is bad business. I will never do business with this dealership againBusiness Response
Date: 09/29/2022
*****,
Understand frustration on the whole situation. I apologize for your frustrations and want to resolve this as quickly as possible for you. Communications back and forth since 9/6 stating that we need an additional documentation to move forward with titling and getting that to you. We have finally received that document on 9/28 in order to move forward. Again, I believe the whole situation has been frustrating and understand why you held onto the document for leverage in receiving your requests. There is a lien with Bay ***************** on this vehicle, so we have to process the title which will go out immediately to our titling company to complete as quickly as possible. Please direct any further communications with Rohrman Hyundai to ****************************************************************************************
Customer Answer
Date: 10/04/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.] I have yet to receive my title so I can register my vehicle. I have been in contact with ******************* and he claims that it is now all on the titling company however I am still the one without a title and whose temporary tags are set to expire on 10/13/22. All I want is my title so I can register the vehicle that I paid for and go on about my life never having to deal with this company again.
Regards,
*****************************Business Response
Date: 10/06/2022
I have directed him on the process to complete the titlework. Since there is a lien by ********************* we cant simply send the title to him. In his email to me even his bank described the process similar to ours and I asked for his patience since we were ultimately waiting on completed paperwork. Yes, we could have completed it properly, and yes we could have done more things on our end to smooth out the process. ***** was aware of additional paperwork needed in plenty of time to complete the titlework process. However, he choose to use that as leverage to solve the previous claim in the file. The titlework is moving as fast as possible. We have pushed urgently in front of others to get you on your way. Again, sending complaints in and emails directly to me isnt going to move the process any faster. I am urgently on it. Ive given you the process and that different states require different requirements. The titlework should be completed soon and I appreciate your patience.Customer Answer
Date: 10/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. The paperwork was finally sent to DMV and I was able to register my vehicle after such a drawn out process.
Regards,
*****************************
Initial Complaint
Date:09/14/2022
Type:Sales and Advertising IssuesStatus: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.
I recently purchased a 2021 Genesis *** on 8/26/22 and paid cash via a cashier's check. I arranged to have the vehicle delivered to me. I did in fact receive the vehicle on 8/29. When I got in the vehicle it was obvious that the vehicle had not been cleaned inside or out. There was dirt and hair everywhere. My main complaint is they did not even bother to fill the gas tank. The car gas tank was empty. On 8/26 I called and spoke to my salesman whose name is ************************* he apologized and stated that he would make sure I would get a gas card because the vehicle should have had a full tank of gas. Unfortunately, this has yet to happen. Every time I call he states they are working on it. He even went as far as to say that I should receive the gas card via text which I have a record of only to find out that the gas card was never sent out in the first place. Unbeknownst to them I am a very successful businessman and had planned on purchasing several more vehicles from them but I wanted to see how they did business with the first car. I am so glad I did this because of how this situation has been handled I will never do business with them again. All I want is my gas card that I am entitled to because of their error. The tank should have been filled up and it wasn't not to mention the car hadn't been detailed before shipping the car to me. I want my gas card as soon as possible. For the amount of money, I spent on this vehicle how this has been handled is completely unacceptable. You would think that because of their error they would at least call me and give me an update on the situation. They haven't even done as much as that. Completely unacceptable. I emailed ******* manager ********************* at ******************************************** on 8/29 explaining the situation as well as a photo attachment of the receipt that I paid to fill up the tank. Never got a response back. I am asking for double the amount I paid for my gas for the inconvenience of this whole situation which is ******Business Response
Date: 09/16/2022
**********************,
I apologize for your frustrations. I understand buying a car and receiving in conditions other than your expectations is frustrating. Unfortunately, once the vehicle leaves our lot on a shipping companies truck condition of the vehicle can change. The vehicle was not on an enclosed trailer and driver had to get in and out of it. Also, when purchasing a car from us it is a courtesy that we provided a full tank of gas, but not a requirement. You are entitled to things that we committed too. The gas card for $50 has been sent via mail and it was sent out on 9/12/22. Reason, it was sent out at that time was due to reviewing all the data, since it was not a requirement of a used car purchase. Again, I apologize for your frustrations on how things progressed in your transaction. Sent the goodwill gesture of $50 gas card to reconcile your frustrations.
Thanks,
*******************
General Manager
Customer Answer
Date: 09/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*****************************I waited a few days to see if in fact I would receive the $50 gas card that was claimed to be sent out. Today's date is 9/17/22 and the gas card has still not been received. If the gas card was mailed on 9/12/22 like they claim it was I would have it by now. At this point if I ever get it which I probably wont does not matter at this point. It is just unfortunate that they claim it is a courtesy to receive a full tank of gas when you buy a new car. I can guarantee you every new car they sell they make sure to fill the tank up however just my luck nobody bothered to do so. And as far a the car being dirty upon arrival lets make something clear. I am perfectly aware that the outside of the car would be dirty because of the fact that it was not shipped in a enclosed container however the interior was filthy. There was hair, food crumbs, and dirty dryer sheets all throughout the car. The car was not detailed inside prior to being shipped.
Business Response
Date: 09/19/2022
**********************,
I understand your concern about the cleanliness of the interior and there has been warnings for the actions responsible to those who should have taken care of that before handing keys to transport. The gas card has been mailed.
Thanks,
*******************
Customer Answer
Date: 09/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
*****************************
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