Complaints

This profile includes complaints for Bachman Auto Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Bachman Chevrolet

  9650 Bluegrass Pkwy Louisville, KY 40299-1902

  
• 

  Bachman Volkswagen

  9652 Bluegrass Pkwy Louisville, KY 40299-1902

  
• 

  Bachman Subaru

  9800 Bluegrass Pkwy Louisville, KY 40299-1906

  
• 

  Bachman Chrysler Dodge Jeep Ram & Hyundai

  630 Broadway St Jeffersonville, IN 47130-3526

  

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:07/09/2025

  Type:Product 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.

  I bought a 90,000 truck from Bachman less then a year ago. We took the truck in for service, fix a recall and told them the emission light came on but went back off. We were told to top off the DEF fluid, which we done. Over the weekend the emission light came back on and now our vehicle will not allow us to go over 65 mph. We took the truck to the dealership first thing Monday morning and was told they can't look at the vehicle until the 23rd of July. We even took the vehicle back again to see if they can work with us. We are leaving for a trip this Friday and now we don't have a vehicle to drive. Per ****** they don't offer courtesy vehicles unless the vehicle is in their shop. I have almost a 100,000 truck that I can't drive per the warning on the dashboard. I feel like they should at the least allow us a courtesy vehicle, there is a chance we will have to cancel our trip and be out of pocket about thousands of dollars. Worse case scenario we should be reimburse for a rental if we have to pay out of pocket.

  

  Business Response

  Date: 07/09/2025

  I have spoken with the customer and made special arrangements to get them a loaner to have while we work to get their truck into our shop and make necessary repairs.   They should verify this for you.   Thank you.

  Customer Answer

  Date: 07/11/2025

  
  
  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,
  
  
  
  ***** ******** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/16/2025

  Type:Order 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.

  I purchased a used 2010 Nissan Altima from Bachman Auto Group on June 3, 2025. I paid a $1,350 down payment and submitted all requested documents: pay stubs, photo ID, bank statement, and address verification mail. Westlake Financial denied the loan due to address verification but confirmed in a 42-minute call that the dealership had full authority to resolve the issue. Despite this, the dealership has rejected my documentation and threatened to repossess the vehicle without providing formal written denial or contract cancellation. I have had the car for 10 days and paid full insurance. I believe this is an unfair business practice and request intervention.

  

  Business Response

  Date: 06/30/2025

  Unfortunately, *** ******** has decided to take this matter to small claims court so we can't help him with this complaint. 

  Customer Answer

  Date: 07/01/2025

  Dear BBB Representative,
  
  
  I am writing in follow-up to my complaint filed against Bachman Auto. I recently received an automated response from Bachman Auto stating that they have taken this matter to small claims court and, as a result, “cannot do anything” regarding my complaint through this channel.
  
  
  While I acknowledge their statement regarding the initiation of small claims proceedings, I respectfully wish to emphasize the following points:
  
  
  Ongoing Concerns:
  I continue to believe that the issues at hand remain unresolved. The decision to pursue small claims does not, in my view, nullify or resolve the substantive concerns that led me to file a formal complaint with your office. I consider the unresolved issues to be an important part of my case.
  Preservation of Legal Rights:
  Although I am accepting their stated position regarding the shift to small claims, I am also actively taking steps to ensure that my legal rights are fully protected. I request that the BBB maintain a complete and active record of my complaint. I intend to follow through with my lawsuit, and I want to ensure there is an accurate account of all communications for reference during legal proceedings.
  Request for Ongoing Mediation and Records:
  I respectfully ask that the BBB continue to monitor this matter and assist in mediating any further communications between myself and Bachman Auto. Additionally, please confirm that my complaint will remain on record and that any new information or responses provided by Bachman Auto will be documented by your office.
  
  
  
  
  I appreciate your assistance in this matter. If additional documentation or clarification is needed, please do not hesitate to contact me at the information provided above.
  
  
  Thank you for your continued attention and support.
  
  
  Sincerely,
  
  
  ***** ******** 

• Initial Complaint

  Date:06/11/2025

  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.

  In January of 2025 I dropped off my vehicle for service at Bachman Chevrolet. They did not return my vehicle until May of 2025 (nearly 4 months). When they did return it, it had severe damage that was not there when I dropped it off. I have called numerous (10+) times about this issue, but the dealership is completely ignoring me. I have left numerous voicemail for both the service manager, ***** *********** and the service director. Neither of them will even return my phone call.

  

  Business Response

  Date: 06/30/2025

  Our team set an appointment for *** ******** to schedule the repair with our body shop. 

• Initial Complaint

  Date:01/14/2025

  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.

  Car repair for warranty repair has not been completed nearly a year later. Jeep has been settling in same parking spot since August. I've contacted attorney General and haven't heard from bachman. My warranty is now expired and I am stuck with bachman because they have a claim against the warranty contract. Bachman claims that the warranty company is the sole blame for the delay. Bachman has not reached out to explain any concerns I have. Bachman has made no effort to resolve the issues that they are having repairing my jeep. I'm running out of patience and bachman is forcing me into limited options. Fix the problems that are under the warranty. Richard Pike 2007 jeep grand cherokee Laredo

  

  Business Response

  Date: 01/31/2025

  Thank you for your letter regarding ******* ****** 2007 Jeep Grand Cherokee. This vehicle has been our shop since 12-27-2023. We have communicated back and forth with his warranty company , with no resolve. We have a new person working with this situation. We would be glad to supply ** **** a vehicle at no charge to use while we work through this He may contact me direct at ************. My name is **** ****

• Initial Complaint

  Date:12/18/2024

  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.

  We had a very small engine leak that another facility diagnosed and needed a gasket repair. They
  could not get a part from Chevy to repair the gasket and suggested getting it repaired at a Chevy service center. So, we set up an appointment with Bachman Chevrolet to repair the gasket. Long story short, *****, our main, contacted me and stated that the mechanic repaired the gasket, but now it was pouring out the oil through the head gasket and suggested we get a new engine. After this conversation, my husband wanted to follow up with ***** because we needed to ask more questions and get some answers. We called over twenty times that day without a callback and stated ***** left early for the day and we were getting the runaround. ***** sent a text saying the mechanic is test-driving the car and will let us know when we can pick it up. We received a text message in all capital letters saying the car was ready for pickup around 5p, and we arrived at 5:45 pm. Still, we had questions that no one could answer. We were told no one could answer the questions we had tried all day. ***** ****** and **** ********* unpleasantly greeted us at the service desk, who still had no answers and asked for a manager, and they stated that he was not there. After I started getting upset, I got out my cell phone and recorded the situation, and the manager, *****, appeared out of nowhere. Still, no question was answered when talking with *****. He said he would call back on Monday. On Monday, I received a lengthy text message from ***** explaining the situation. My husband asked ***** if the car was safe to drive because we were last told the car was pouring engine oil. He stated we would never repair a car and that it is unsafe to drive off the lot. We made it down the street while pouring oil and had to get a new engine in the car. What is your resolution to this? We paid almost $1600 at your facility and another $6,200 out of pocket for a NEW engine that just needed a gasket repair.

  

  Business Response

  Date: 12/31/2024

  To the BBB on the behalf of the Bachman Chevrolet Service Department. We would first like to thank you for your notification of this complaint. Bachman Auto Group as well as Bachman Service Department stands on the integrity, reputation, and strong ties we have built with the community in which we serve. Our goal is complete client satisfaction of every client we serve and said client is no different. In regard to said complaint, the client upon visiting our dealership on 11/6/24 stated they needed the valve cover replaced which was recommended by another entity. Our technician verified the leak as well as the engine being covered in oil. Our technician performed the requested repair as well as replacement of the vacuum pump seal. Upon replacement of these gaskets the tech was able to properly pressure test the engine oil pressure inside the engine. At this time the technician found multiple other oil leaks, mainly the cylinder head was leaking. The oil leak in which the client requested slowed the engine oil leakage, but further work was recommended to properly repair the engine. We recommended the client replace the engine as this would be more cost effective as well as this would help protect the client's investment in the long run. Bachman service department nor its technician caused in further oil leakage, nor did Bachman by any means advise the client in a manner that was not in the client's best interest. We categorically deny any wrongdoing on this client's behalf, and we offered to further assist this client understanding the brevity of their situation. Therefore, we do not feel that we owe the client any refund of the services they requested, and we performed. Again, we did all that the client requested and ask that you on our behalf relay this to the client as we have already expressed this to the client.  

• Initial Complaint

  Date:12/10/2024

  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 went to Bachman Volkswagon for an oil change around Early November. I received an oil change and had to replace a dirty filter. They told me everything was okay. Two days later, went on the road trip. Let my car sit for a week. When I was ready to drive my car again, their was oil everywhere in the drive way. I called them and complained. First they said it was something I did. I informed them I only get my oil change there and take care of car and this never happened before. Since I was still out of town; they informed me I should get it towed and they would not pay for it unless it was their fault. I got my car towed to another dealership and since they were closing, I would have to wait either Saturday to see if they can fit my car in due to appointment or it would be Monday November 11, 2024. They would not offer me a a loaner because they only be provided for a service for 3 weeks or more and my car was not under warranty either and they would not pay for a rental. I received a call back from the out of town Dealership; talking in regards an oil plug and pan being striped. I asked if it was my fault or the dealership in Louisville, They informed me it was the dealership in Louisville. I called the dealership in Louisville and informed them of what the out of town dealership said and gave both of them their phone numbers. I had to wait on a part to come in Wednesday, but it did not come in on time. The part did not come in about two weeks later including the bill of parts labor and etc came and the out of town dealership and they called me to inform me what is happening and amount; told Louisville dealer, they were upset at the cost. My car was finished but dealer waited for Louisville to pay and they did not pay until I went back in person. I was without a car for 3 weeks. Louisville paid for the parts and service they messed up on and the towe but not compensation of not having a vehicle to drive for 3 weeks.

  

  Business Response

  Date: 12/26/2024

  We acknowledge the inconvenience the customer faced during this situation. We understand how frustrating it would have been to be without your vehicle for three weeks.  We want to clarify the steps we have taken to address the customers concerns:
  1. Repair Costs: We agreed to cover the cost of the oil pan replacement directly with the other dealership, ensuring the customer was not out of pocket for this repair. This is beyond the repair we would typically perform for this repair, but we wanted to ensure the customers satisfaction.
  2. Towing Expenses: We also agreed to pay for the towing of the customers vehicle to the other dealership.
  3. Repair Time: The three-week duration it took for the other dealership to complete the repair was beyond our control. Had the repair been done at our dealership or had we arranged it on behalf of the customer, it would have been completed within 1 to 3 days. The other dealer stated that they
  Had the vehicle from 11/15 to 11/26.
  4. Rental Vehicle: We are open to considering some form of compensation for the customer's rental vehicle expenses due to the inconvenience caused. However, we would need an original copy of the repair order from the other dealership and the rental vehicle invoice to proceed with this consideration. 
  
  

  Customer Answer

  Date: 12/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  1. Repair Cost: This was not beyond your repair because the technician's negligence of the oil pan and plug were stripped, which caused the major oil leak, oil plan and plug being damage to where it had to be replaced. This was an agreement of your dealership investigation and the other dealership after it being looked at, that your dealership caused. 

  2. Towing Expenses: It was agreed that you did pay for the tow after your dealership took ownership that your technician created damages to my car for a routine oil change. In replace of that, it was a low cost due to me having *** and uses my services and I lost a tow from *** due to your technician's careless and neglect act.

  3. Repair Time: I was told by the other dealership that it was being delayed because your dealership wouldn't reach back out to them and was waiting for payment. It was not paid until I had to make a flight to Louisville, Kentucky and travel to your dealership in order for it to be paid. Plus, now that I was in Louisville, Kentucky and it was following a holiday that I was unable to drive my vehicle. I do think it's fair to say it would toto 1 to 3 days for repair as you may not have had the part. In addition, my vehicle and I were not in Louisville, Kentucky and was told by your dealership it would not be safe driving over 6 hours with no oil in my car and all the oil being soaked at the bottom of my vehicle which had could potentially blew the engine or worse. It due to your dealership negligence, I was without a vehicle that long.

  4. Rental Vehicle: As I stated in my complaint, I was declined by your dealership when I asked about a loner or a rental and it would not be reimbursed which resulted with me being without transportation for 3 weeks.

  5. Oil Driveway: In the original complaint, the dealership declined to have the driveway property cleaned that the car oil leaked on a rental property.

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

• Initial Complaint

  Date:11/05/2024

  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.

  I was sold a lemon car, paid dealership 8000 and I haven’t put 1,800 miles on my car. It was sent back multiple times before my 30 days was up!!!

  

  Business Response

  Date: 11/18/2024

  ******** **** purchased her Cruze with VIN:  ***************** on April 27, 2024.   The vehicle was sold as-is and had not been inspected.  As-is stickers were displayed on the vehicle and multiple forms were signed acknowledging the vehicle had not been inspected, that she had the opportunity to have the vehicle inspected, and the vehicle was sold as-is.   Those forms are attached.  

  The check engine light came on in early May.   We inspected the vehicle and determined it needed a purge valve.    We replaced the purge valve, water outlet, and reservoir hose.  We also discovered a coolant leak and replaced a radiator hose to correct that issue.  Though the vehicle was sold as-is, due to the issue occurring so quickly after her purchase the repairs were performed at no cost to *** ****. 

  Several weeks later, on May 25, the vehicle was brought in for an oil leak.  Again, though the vehicle was sold as is, we fixed the oil leak at no cost to the customer.   The vehicle had no other known mechanical issues at that time. 

  The vehicle was then brought back in on June 12, 2024.   *** **** stated that the motor was ticking and smoking.   *** **** stated that her boyfriend had added oil to the vehicle.  When we inspected the vehicle, we found that the oil had been overfilled by 3 quarts, which was causing the engine to smoke and tick.   We drained the excess oil and returned the vehicle to the customer.  

  At that point, we were not doing any more goodwill service, as the vehicle had left our dealership in good running condition May 29.   It is more than reasonable to assume the engine could have been damaged by the customer overfilling it with oil.  The customer has owned the vehicle for over 6 months now.   She is responsible for the care and condition of the vehicle.  

  Customer Answer

  Date: 11/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is a lie. The tick has been there SINCE I BROUGHT THE CAR!!! I have not drove the car since it left there lot last. This is a lie lie lie no one ever added oil to my car. I have not put 1800 miles on the car. The previous owner says they knew what’s wrong with the car. I will be going further with this complaint. Employees keep texting me saying they are gonna get my car towed to them and never do. I have every text from ***** even saying the til was there before purchase also her saying she would have to put me in something different if issue wasn’t resolved. I have all screenshots and text needed. No I don’t accept this response they sold me a lemon car and I would like to go further. QUIT PUTTING THE BLAME ON ME WHEN I BROUGHT THE CAR BACK 4 times in 2 weeks. This buisness needs to be shut down , all the reviews about this company falls exactly under how I was scammed. I was even told by the worker “You can’t expect a brand new car for 8,000” this lot is scammers at its best trynna make a buck!!! Further actions will be taken. Also the worker even unplugged my fuse box when I got the car so I couldn’t see my check engine light keep coming on. He stated “I unplugged your dash board so it wouldn’t light up like a Christmas tree or be a distraction” SCAMMMM! Only people who unplug fuse boxes are the ones trying to scam!!! I’m done with this company they do not go by there Quote “delivering excellence” that is false. You all scammed a church trying to help a single mother finish school and beat homelessness. Sad on you alls part!
  
  
  
  Sincerely,
  
  
  
  ******** ****

• Initial Complaint

  Date:10/07/2024

  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.

  My engine overheated on a Sunday. I took it to ********, watch the man fill it, watched it go below minimum immediately, went inside and a couple minutes later he filled it again. Made an appointment at my local ******* **** where I have gone for over a decade And they told me the water pump was leaking. The engine was just replaced in March 2024. I have no choice but to go through Hyundai as they are the ones who replace the engine due to their engine issues with my 2017 Tucson, which, if you look up is part of the massive recalls within that year and others. I filled the coolant up again, so my husband could drive it safely to the dealership. It was once again below minimum after two weeks since ******** had filled it twice. The dealership said that they saw no leaks after letting it sit and driving it around. Obviously one business telling me that there’s a water leak and having it filled three times in the span of two weeks there has to be a leak. I’ve gotten the runaround from them once before when my engine had the knock sensor issue. they drove it around, did not appear so they made me drive home Only for it to pop right back on the second, I got back across the bridge and had to get it towed a second time to them since the sensor was going off. I do not believe they are driving the vehicle to properly assess these issues. My water pump is leaking from the brand new engine that they put in six months ago and they just need to automatically replace it and eat the cost as it’s a company that has money.

  

  Business Response

  Date: 01/14/2025

  **** ***

  Bachman Hyundai inspected this vehicle on 10/04/2024. We pressure tested the vehicle and it lost no coolant or pressure. We test drove this vehicle for 17 miles , no coolant loss or overheating  occured during testing. After test drive, the vehicle was raised up for final inspection. No leaks were noted at this time. Vehicle is operating as designed at this time.

  Customer Answer

  Date: 01/15/2025

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

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:08/30/2024

  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 May 2, 2023, *** **** suggested a 2011 ******* **, and I explained that those vehicles have a lot of mechanical issues, especially the 2011s. Isaac stated that the service team had done a safety inspection and that the car was ready. I explained to *** **** that I needed a vehicle that would be safe enough to drive because I am a high school cross-country parent who transports student runners to and from their meets. On September 20, the car was brought back because of rattling in the engine. ****** stated in a text message that they would top it off. While waiting, I was rudely given a stare by ***** *******, service consultant; once the car was ready, I walked into the service room, and ***** stated, "The roach is coming." I kept my composure and continued out the door. November 8- December 15, 2023, the car was serviced, no rental was provided, and I had to travel for the job.
  A full report is provided on an upload.
  The desired resolution is for Bachman to pay the car off. I feel that I will be stuck with a vehicle that will not work and will still have to continue making payments. I am a single parent with an active child who plays sports. His school no longer provides transportation. Additionally, my job requires me to have a car

  

  Business Response

  Date: 10/02/2024

  We are in contact with *** ****.  The vehicle was mechanically sound at the time she purchased it,
  but she has had some mechanical issues that have occurred since she bought the
  vehicle.  She has put over 22,000 miles on the vehicle since she purchased
  it in May 2023.  Fortunately, she has an extended service contract that
  has paid for the vast majority of her issues.
  
  Regarding the comments made,
  she said that after she looked at our website, she realized it was not *****
  Collard who made the comment.  We have not been able to determine who made
  the alleged comments, but suffice it to say that we will not tolerate employees
  making comments like that and can’t imagine why they would have been made in
  the first place.
  
  *** **** said that vehicle is
  currently in good running condition.  She is still nervous about it
  because of the issues she has had, so we are currently working to look at
  options to trade her out of it.  Hopefully we can accomplish that. 
  If we can’t find something to trade her into, again, the vehicle is currently
  in good running condition and has an active extended service contract on it.

  Customer Answer

  Date: 10/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because, the time will be up its 7days. I feel as though my documents that were uploaded were not fully reviewed, instead I was asked to explain my situation in a quick and short response by two different managers that called on the same day 10/2/2024 @12:11 pm (1st initial call ********) and then at 2:19 pm (2nd manager). However, 10/3/2024, I was offered the option to bring my car in for inspection or trade it in. After multiple visits and filing a complaint, I don't feel comfortable seeking further assistance with my car as a customer. However, I have attached the receipt from Sternberg Chevrolet and Bachman Chevrolet, which includes the initial diagnostic for $185.00 that your service team initially quoted $3,773 for the repairs and the 2nd diagnostic $187.14, which was not needed if the service team had not unplugged the control module. Thank you for your assistance in resolving this matter.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Customer Answer

  Date: 10/18/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  In reference to complaint ID .********, , I agree to participate in BBB Mediation.

  
  

  Regards,

  
  

  ***** ****

• Initial Complaint

  Date:07/17/2024

  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.

  Our car has been in the repair shop more than in our possession since March of this year. Every time they have told us “we do not know if this will fix the issue but if not, then next time we can try (insert whatever).” Our car has now broken down on the highway with no warning 3 times this year without a solution. Most recently, which is the purpose of this filing, our car has been at the shop since 6/17 without any repairs being done despite communication being that it would be completed by now. They have communicated through text only and that was only twice during this past month. They will not call, answer phone calls, or return voice messages despite relentless attempts to discuss with the service department. We have approved a $1,400 dollar repair and have already spent ~$2,000 out of pocket as well as some warranty repairs without a solution. Today 7/17 (through a text message), they have relayed that they tried a solution on a different car with a similar issue and it didn’t work, so they have not started on the repairs on our car despite communicating last week that our car would have repairs completed early this week.

  

  Business Response

  Date: 07/30/2024

  I am sorry it has taken so long. Our service Manager says that it is now repaired and being test driven to ensure the repair is complete. We have been in constant the Hyundai tech line and have had to follow their directions. **** will call you tomorrow to confirm.