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:04/22/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I am selling the vehicle back to the dealership and have talked to *****

  as previously stated the vehicle was put into service the first day I bought for an oxygen sensor issue as well as a passenger airbag light, they reset the negative battery terminal, and told me the vehicle was corrected of its issues  

   

  less than a week later I contacted ***** again and let him know they did not fix the issue, which the vehicle was then brought in again for service. Again they reset the engine light for the oxygen sensor but repaired the passenger airbag light.

   

  less than a month or two later I had addressed ***** for a third time for the oxygen sensor light and was issued a rental vehicle for almost a months period before finally receiving the vehicle back  

   

  less than a week after the 3rd service, the light was on again for the oxygen sensor, which entailed me bringing the vehicle back a 4th time after the starter went out on me.

  After almost 2 weeks now of a run around game, I have come to find out from service that the sells rep ***** had lied about the vehicle not having an exhaust leak during the initial purchase of the vehicle, I brought it to his attention when one of his associates pointed it out and he bluntly told me there was no issue.
  

  I have received no receipts during this whole line of service. But after having the vehicle for less than 4 months and driving less than 3 months out of that period. I am out of almost $6500 after all is said and done because this dealership sold me a faulty vehicle with multiple issues.
  

  I have since then talked to ***** and told him since the lemon law does is not compatible since they did shady work with no service records I would pay the $2000+ difference to get rid of the vehicle  

   

  the initial down payment of $2000+ $2500 for my 2010 Yukon Denali + additional $2000plus to sell the vehicle back is a lost cause. 

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

  c did not make it to work. To bring the vehicle Monday, Monday arrives and he tells me it will be Tuesday. So I told him I will no longer play these childish games because I have invested over $4500 in the down payment along with double the monthly payment I requested and don’t have the time, effort, or money to continue to take off work for his false promises of fixing the vehicle.
  
  On Wednesday April 17th. After a 12 hour shift at work. The starter then went out on the vehicle. I immediately messaged ***** with no response and little from *****. This should apply under their lemon law to sell the vehicle back as they continue to waste my time not fixing the vehicle after holding a month
  
  I have dropped the car off on April 17th 2024 to sell back to the dealership because I have brought the vehicle back 4 times now for the same part needing fixed as well as the starter going out.
  
  I’ve waited 3 days now with no response from them while they hold my car hostage from me.
  
  I need help

  

  Business Response

  Date: 04/30/2024

  *** ****** purchased a 2012 Infinity G37 in January of 2024 with over 130,000 miles on the odometer.  When he began to experience issues with the vehicle, we addressed them quickly and multiple repairs were completed.  When Sales Manager, *****, was unable to return his call during his most recent issue, another Sales Manager stepped up and promptly got back to him. His most recent service issue has been resolved, and he does have a warranty on the vehicle.

  We understand that having multiple service issues with a vehicle is frustrating, but we cannot simply refund his money.

  We offered *** ****** a number to purchase his vehicle, but at this time he has elected to keep the vehicle and sell it himself.  

  Again, we understand the issues he has had so soon after purchase have been frustrating, but we have attempted to help him as best we could.

  

  Business Response

  Date: 05/07/2024

  *** ****** was set to come to the dealership this past Saturday. We were expecting him, but he did not arrive. 

  Customer Answer

  Date: 05/08/2024

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

  they did everything in there power to not give a refund even though this dealership was clearly in the wrong. 
  

  after having the car for less than 5 months total but in my possession for only 3 months because of them holding for repairs. I was fed up the second time around of them holding my vehicle and decided to sell it back. 
  

  I did not show up because ***** never responded about the payoff total and could not get in touch with him until Tuesday afternoon in which I made my way up here. 
  

  this dealership has cost me over $6000 in loss within less than a 5 month period due to failures to maintain on their end. 
  

  they even used the insurance I paid for after the fact to cover the repair damages done they should were responsible for before buying the vehicle. 
  

  ****** the sales manager is a scam artist for telling me the vehicle did not have an exhaust leak, then used my warranty to fix the damages they knew about before buying the vehicle. 
  

  they were not helpful during any of this car repair process and caused more headache and money loss than what this deal was worth. 
  

  I would omit the lemon law out of your contract if you’re not going to follow your own protocols as this is nothing but bad business! 
  

  shame on this dealership, ****** for lying about the cars damages, and ***** and David for nothing but a run-around covering their own butt to hide what was wrong with the vehicle and to rip me off $6000+ dollars. 
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  ******** ******* ** *** *** *** *** ********* **** **** *********** ****** ******* **** *****
  

   

  I have been weeks trying to get honest answers about my car from this place only be "put off" and I can't count the numerous times I have expressed how I was in need of a "loaner". Rejected with zero empathy each time. 

   

  Then I get a call from the manager, **** ******, advising my catalytic convertor was now gone and it was MY responsibility to have that replaced. They never even mentioned the other damages to my car. 

  I have turned all my info over to legal representation and have no reason to contact this dealership.

  As far as them "trying" to contact me, I've had 3 calls from ****. 1 email/text from ******* only this week.

  
  Regards,
  
  
  
  ****** ******

  gh engine was a warranty issue) and I have incurred extra charges from needing rental vehicle and random Uber rides. I have been paying for a vehicle (pymt/ins) I cannot get back and they expect me to pay almost $4000 for their services. I NEED A VEHICLE! PLEASE HELP!

  

  Business Response

  Date: 10/20/2022

  ****** ******** ******* ****
  *** ** *** ******
  *********** ** **********
  
  ******* *** ****
  
  *** ********* *** ********* *** ****** ******
  
  To Whom It May Concern:
  
  We are in receipt of Ms. ******’s
  complaint. We have reached out to her several times this week to discuss the
  completion of her vehicle repairs and other outstanding service items.
  
  We look forward to resolving
  this with her and encourage her to return my phone calls to discuss
  remedies.  She may contact me directly to
  discuss her options.
  
  If there are any further
  questions, please contact me at ***** ********* 
  
  Sincerely,
  
  
  **** *******
  ******* *******
  Hyundai
  of Louisville
  

  

  Business Response

  Date: 10/21/2022

  My recollection of this recent conversation with Ms. ****** did not go as she stated.

  Here is my summary of our discussion:

  1. We are waiting for ******* to diagnose her vehicle.
  2. Our insurance company will be reaching out to her to start a claim for the catalytic converter.
  3. We will repair her hood and door when the vehicle comes backs from *******.
  4. We will put her in a loaner Monday until the repairs are completed.
  
  
  She said she would call her contact at ******* but otherwise she agreed with our conversation. I do not know where there was a disconnect.

  If there are any further
  questions, please contact me at ***** ********* 
  
  Sincerely,
  
  
  **** *******
  ******* *******
  Hyundai
  of Louisville

  Customer Answer

  Date: 10/26/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  First, I have to clarify, YES our 1st conversation about these damages did occur as I stated. YOU told me I would be responsible and to contact my insurance. Later that day, you called back and said you had talked to the owner and he said you would be willing to cover the catalytic converter. I've failed to mention that I was made aware of the damages and looked at the car days PRIOR to be notified by Hyundai. Where was THAT disconnect?!?

  Summary of our latest discussion: no update from ******* (agreed), your covering catalytic converter; insurance did contact me, but I will not accept payment for only missing catalytic converter when there were other damages, as I do not want Hyundai doing any other work on my car), a loaner will be provided Monday. Where was the disconnect in all the other attempts to get a loaner, but was refused and how did someone get a loaner with no issues with a drop off since mine has been there?!?

  ******* advised me they were speaking with **** **** (Hyundai upper mgmt). They said he was very upset with the situation. Car was being assessed in bay at time of call, per *******.

  It's now Monday afternoon and cannot get a callback after 3 attempts/voicemails. Contacted **** **** (owner), left voicemail and **** returned call. **** had to call to get me in a loaner on Monday! He also wants to come to an agreeable resolution without me acquiring legal representation. I am willing to discuss possible resolution options but not over an extended period of time. I want it resolved so I can continue on in a vehicle that is MINE!

  Regards,
  
  
  
  ****** ******

  

  Business Response

  Date: 11/03/2022

  *** **** ****** General Manager, has been directly communicating with ****** ******.  Her vehicle remains at the Volkswagen dealer while they continue to diagnose and repair it. Ms. ****** is currently in a free loaner vehicle and will remain there for the foreseeable future as we wait for her vehicle to be repaired by the VW dealership.  Once it is returned to us, we have also offered to repair damage that occurred in our Service Department, and there is an outstanding insurance claim on our policy for the theft of the catalytic converter. Ms. ****** has not determined if she would like this to happen. We have also offered to assist her if she would like to trade out of this vehicle, but we are not willing to financially contribute to a replacement vehicle, but rather assist her in locating one that meets her needs.  We understand how frustrated Ms. ****** has been during this process, and our lack of communication did nothing to improve the situation.  Our Operations Director, **** ****, is also involved and is attempting to expedite this process, but we are at the mercy of the repairing Volkswagen dealership at this time. 

  Customer Answer

  Date: 11/04/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Initially hoping this issue would all be resolved quickly, things have changed. Back to little communication about the vehicle. There is still no diagnosis on the replacement engine that won't work run (going on 4 wks). Who would be ok with taking back ownership of my vehicle and the replacement engine won't work? I've seen my vehicle twice and it's a complete mess. The warranty HASN'T been completed in nowhere near a timely manner and Hyundai WANTS TO DISCUSS THE WARRANTY DEDUCTIBLE, which was quoted around $3800 for MY expenses. I won't agree with any deductible amount to pay, at this point. Also, I've lost means to my supplemental income for the past 3-4 months, but yet still paying for (pymt/ins) for a vehicle that will not be reliable transportation again. On 11/02 I requested information about the replacement engine (make/model/mileage/VIN# of car/ and was it available because of mechanical issues/accident). No information has been provided to me.

  I'm now in a loaner since Monday (10/24). Nowhere near a resolution about the car and I've yet to hear any suggestions of how they're going to financially reimburse me for all unnecessary expenses I've had during this whole ordeal, along with some type of compensation for the lost wages. I thought things were going to start moving towards a resolution, but that has since stopped. I feel like I'm back to square one; no progress with the vehicle. In fact, it's in worse condition than when initially dropped off. I'm exhausted emotionally and physically (with zero regard to me from Hyundai) and I need this to be over. Another tidbit -- my dog has been stuck home for MONTHS, while I had NO transportation.

  
  Regards,
  
  
  
  ****** ******

  

  Business Response

  Date: 11/09/2022

  Ms. ****** has been in a free loaner for a couple of weeks while the Volkswagen dealership continues to diagnose her vehicle.  This is outside of our power, as we can only move as fast as they do.  All dealerships are experiencing parts delays and staffing issues; this is no doubt one of the reasons the process is taking longer than it typically would.  The VW dealer called today and the fuel system is contaminated so they are flushing the system and we hope to have it running very soon. The VW dealer will also replace the catalytic converter.  Catalytic converter theft is a major issue in this country, and has made headlines in the national news.  The theft was unfortunate, but the cost is not getting passed down to Ms. ******.
  
  

  Ms. ****** has asked that we payoff her vehicle, and has made reference to out-of-pocket expenses she has incurred and stress to her dog, but has not provided us with any idea of the total amount she feels she is due.  She also continues to mention hiring an attorney. 

   

  We feel we have gone above and beyond since the initial filing of this complaint, having provided the free loaner and having multiple phone calls and emails with Ms. ****** to keep her informed of the vehicles process.  Her assertion that we payoff her vehicle leaving her with no car note is unreasonable.  Because Ms. ****** has threatened legal action, we think it best the BBB close this complaint, as your organization is to act as mediator.  She has expressed she no longer wishes to mediate.

  Sincerely,

  **** *****

  General Manager

  Customer Answer

  Date: 11/14/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  ******** ******* ** *** *** *** *** ********* **** **** *********** ****** ******* **** *****
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/25/2022

  Type:Sales and Advertising 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 am sending you a copy of the complaint sent to Hyundai USA .  This was a bait a switch situation.  They promised $193 full price tires and then substitute $ 250 tires.

  

  Business Response

  Date: 08/31/2022

  To Whom It May Concern:

   

  We are in receipt of this complaint, and our General Manager, **** ***** has personally reached out. There are no excuses here, we messed up by not honoring the pricing and we are sending a refund to *** ********* for the amount of the difference. We apologize for any trouble this has caused to *** *********, and we regret this incident occurred. 

  Thank you for allowing us the opportunity to make this right.

  Sincerely, 

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

  Marketing Director

  Hyundai of Louisville

  Customer Answer

  Date: 09/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ******* ********* **
   
  
  

  ---

  
  Thanks very much for your help and Hyundai of Louisville for resolving this situation.