Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/23/2025

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  To be clear. The vehicle was delivered at 8pm at night. I drove the vehicle the next morning to work. I sent a message to the salesperson right after I had driven it 13 hours later. Not a day or 2 I have record of this in text messages. Yes the salesperson did drive it to me 55 min away. As informed by my mechanic that discovered the issue with the lug nuts not being secured on all 4 tires, if lug nuts are put on and not secured it takes about 75 to 150 miles for the lug nuts to unscrew themselves due to tire rotation. This started out as a faint thump and progressively got worse.

  I have had to pay out of pocket to have this issue fixed. Why in any sort of a way would I trust this service department to do anything to a vehicle I am driving as they almost killed me due to negligence. 

  
  

  ****** *****

   

   

  * asking for a list of items on the vehicle they have repaired as I now have no confidence in this service ***** I have yet to receive this. There was also 2 open recalls on the vehicle when they sold it to me and I originally contacted corporate Hyundai. Those have miraculously disappeared since my initial complaint. I have not brought this vehicle anywhere to have the recalls completed. All I am asking for is another Hyundai dealership to perform a safety inspection and $200.00 (for the work preformed to fix the tires) as I have no confidence in this service **** for good reason.

  

  Business Response

  Date: 06/23/2025

  Please be advised we are in receipt of the complaint filed by Ms. ****** The Customer came in to purchase the vehicle and could nopt take delivery the same day. The salesperson delivered the vehicle to her home address over an hour away. There was no issues with the vehicle upon driving the vehicle to deliver it to the customer. Customer called in a day or 2 later saying there were 3 lug nuts missing from the vehicle. We then sent up a service technician to her address with 3 lug nut to put on the vehicle. She refused our assistance to put them on the vehicle and said she would handle it herself. We offered for the inconvenience a clean and her next oil change on us. We appreciate Ms. ******* business. Please call me with any questions. 

   

  Thank You, 

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

  

  Business Response

  Date: 07/09/2025

  We do a 126 Point Inspection on all our vehicles before we put them for sale. All the Lug Nuts were on the vehicle when we delivered it. We made a good faith gesture to replace the lugs for her when we brought them to her but she declined. We are here to help ion any way possible. 

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:06/17/2025

  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.

  On 5/23/25, my check engine light turned on and I towed my car to Empire Hyundai. They told me they had an appointment available on 5/27 but did not look at my vehicle until 5/28. They diagnosed an oxygen sensor issue and said the part would arrive on 5/30. I was told on 6/2 that the repair was done but the check engine light came back on when they took it for a test drive. They diagnosed another issue and informed me it would cost $700 for the second repair, then backtracked when I asked whether it was covered by my warranty. On 6/5, I was told the second repair was complete but that it didn't completely resolve the problem so they needed to take the engine apart. On 6/10, I was told that they identified the issue and submitted the repair to the Hyundai warranty department for approval, but that hopefully the repair would be complete by 6/13. On 6/13, I was told that they were still awaiting a response from the warranty department. I asked how long approvals usually take and was told ***** hours. They had no explanation for the delay when I pointed out that the request was submitted well over 48 hours earlier. I called for an update this morning (6/16) and was told the mechanic was "buttoning things up" right before the shop closed on 6/15 but that hopefully my car would be ready that afternoon. I called again late in the day on 6/16 and was told they were still buttoning things up. I contacted Hyundai customer service on 6/15 and was assigned a case manager. I spoke with her on 6/16 after calling Empire for the second time and was told that Empire had confirmed to her that they had ordered the parts and they wouldn't be delivered to Empire until 6/18, despite being told throughout the day on 6/17 that the repair was almost complete and my car should be ready for me on 6/17. Empire also told me at one point that they needed to replace my transmission, which the case manager told me did not appear to be the case based on the information Empire had provided to her.

  

  Business Response

  Date: 06/23/2025

  Customers vehicle is completed and has picked up her vehicle.

• Initial Complaint

  Date:02/26/2025

  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.

  My car was towed to Hyundai in ********** February 5th due to the check engine light on and wasnt driving correctly. Hyundai did a diagnostic text and told me I needed a new started and intake which was going to cost me almost $2000. I was going to pull it out of the dealership and bring it to my trusted mechanic. ***** from Hyundai found out I was going to pull it out of there and she told me that she put in the paperwork for the recall on my motor. She would hate to see me pull it out of there and it gets approved for a new motor. She never told me she was going to do that. She also failed to tell me there was a hole in my motor on top of needing a new intake and starter. So I left my car there to see if I would get approved and I found out it did. She told me in another conversation that I wouldnt have to pay for the intake only the starter she made a mistake. The price would be over $700. I approved it and then the following day she proceeded to tell me she made a mistake again and I have to pay for the intake and starter but no labor. So it dropped to $1400. I told her I need this in writing because its becoming too much. Then I found out she no longer worked with the company the following week and I was dealing with someone else. They proceeded to tell me that ***** still quoted me wrong in the pricing and I will be paying $1227 just for parts. I was told I was going to get my car back last Wednesday or Thursday. I waited until Friday. I called them and they told me not until Monday. I didnt pick up my car until yesterday and when I did my car was on empty and the light was on. I didnt make it to the gas station. My dad had to bring me gas. When I left them my car it had a full tank and they claimed they drove 7 miles and I left it empty Im also dealing with a really bad gas smell and my children are constantly in the car. They still had the price wrong when I went to pay them. Finally, my reverse camera doesnt work when it did when I dropped it off.

  

  Business Response

  Date: 02/27/2025

  Good morning, this customer's car was towed in and not running. I have attached a copy of the miles and fuel level of when car was towed in. Engine PA was approved to replace and the Intake and starter do not come on the engine they are customer pay. The price difference was the customer was not to be charged labor just the price of the parts but the multi point included labor Mr. ***** spoke to customer and removed the labor off the invoice and the price dropped. Customer has appointment for today for fuel smell.

   

  Thank You,

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

  Service Director

  Empire Hyundai

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

• Initial Complaint

  Date:02/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Empire Hyundai due to their failure to provide the necessary paperwork for my vehicle in a timely manner, which has significantly delayed the registration process and the delivery of my vehicle.I purchased a vehicle from Empire Hyundai on January 16, 2025, and while they eventually provided the required documents, they did not do so until Friday January 24, 2025, after 6 PM. This unnecessary delay pushed back the registration process by more than a week. As of February 3, 2025, I have still not received the vehicle, despite having made financial commitments to it. Empire Hyundai has been nearly impossible to reach by phone, making it extremely difficult to get updates or clarify the situation. When I have been able to speak with a representative, the information I received was inconsistent, with different employees providing conflicting details about the status of my paperwork and registration. The sales representative repeatedly assured me that she would call me right back with updates, but she never followed through. This lack of communication has only added to my frustration and uncertainty throughout this process.Additionally, no one at Empire Hyundai has been helpful in resolving this issue, nor has anyone offered any form of compensation for the financial burden and inconvenience this has caused me. Because of these delays and lack of clear communication, I have been forced to make payments on both my previous vehicle and the new one at the same time. Due to their mistakes, my current lease will also now be bought out later than its return date which may result in additional fees and complications.I am requesting that Empire Hyundai take immediate action to finalize the registration and delivery of my vehicle. Furthermore, I am seeking financial compensation for the undue hardship caused by their delays, lack of responsiveness, and failure to offer any resolution or support.

  

  Business Response

  Date: 02/24/2025

  The deal was cancelled.
  

• Initial Complaint

  Date:01/16/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  my house $******. ******** was there , but ***** was there and would not come out to see us. The manager came out and said ,oh , Price is ****** now. Just went up today. That s the market we can t help that. It was the worst we have ever been treated by any business anywhere..They changed the price online while they had us waiting 20 minutes!! We were very upset about the disrespect and insultingly deceptive business practice. Kind of crazy. ***** *******

  

  Business Response

  Date: 01/23/2025

  Hello *****,

  I am in receipt of your complaint filed with BBB. When you originally came in you were looking to be less than the online price as it was advertised that day. You were trying to negotiate $1,000 off the price and you would not commit. The Managers go online daily and make price adjustments as the market dictates and unfortunately the pricing was adjusted prior to you coming back in and a decision was made and the vehicle was sold later on that same day. 

   

  Please call me if you have any questions.

   

  Thank You,

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

  General Manager

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

• Initial Complaint

  Date:11/13/2024

  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 have not heard from the business in response to my complaint.messages from two dealership employees ***** and ***** claiming I had won a $2,500 prize from a mailer sent out a few days ago. They assured me that all I needed to do was bring my ID, show up, and claim it. After confirming this twice, I drove down to the dealership, expecting the prize they had promised.However, upon arrival, I discovered that the prize wheel they had was completely different from the one they showed me beforehand. It was a bait-and-switch situation, and I felt misled and disappointed after making the trip based on false information.This experience left me questioning the integrity of the dealerships promotions and communications. Its unprofessional to lure customers in with misleading promises. This dealership should be more transparent with its offers and respectful of customers time.

  

  Business Response

  Date: 12/02/2024

  Hello ******,

   

  I will touch base with service and find out what is going on. As for the Mailer, It is an outside Company that handles the events for us. When you come in you would match your winning # to the prize board and that would determine which prize you had won. The Specialist did go over all this with you when you were here. Please call me if you have any further questions.

   

  Thank You,

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

  General Manager
  

• Initial Complaint

  Date:11/01/2024

  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.

  10/01/24 ********** ********** financed a 2020 Hyundai Kona from Empire Hyundai. Today while driving 10 miles away from home the car started gasping and slowing down. After three tries of restart the car finally died and had to be pushed home. The car currently will not start. With all of the information provided I now want a new car because it is not safe nor reliable for my granddaughters to be picked up and dropped off from school. I called service at Empire Hyundai and the service disregarded my feelings and referred me to a local Hyundai dealership that had no interaction with the transaction.********** ********** ***********************************************************************************************, Kona SUV GRAY purchase date: 10/01/24 Time of incident 11/01/24 Vin # *****************

  

  Business Response

  Date: 11/06/2024

  The vehicle would need to be brought in for service to be looked at. Either here or to another service center.

• Initial Complaint

  Date:10/19/2024

  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 was scammed into a car I cant afford. I was promised a price then when paperwork was signed told another. My paperwork is a scam its a lot of false information on it. I went to the dealer after being hung up on and they laughed and refused for me to speak with owners or management. They used intimidation on me by allowing all employees to watch the conversation being conducted and laughed along wile doing so. This is outrageous and unacceptable behavior by a business well established. Please help Im considering legal action in which I was trying to avoid.

  

  Business Response

  Date: 10/21/2024

  We offered to take the vehicle back and unwind the deal and the customer declined.

• Initial Complaint

  Date:10/16/2024

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as 

   

  This is a lie, my wife went to the store and they said the prize was an EarPod, but the combination was for $2500 as clearly shown in the images, someone wanted to retain the flyer but my wife said she would call the police if it wasn't returned. This is probably on the security cameras, I have the date and time. My wife recorded everything, we just want our money so that Section 12 of the *** Act, 15 U.S.C. 52, 54., set forth in Consumer protection. They claim she got an EarPod, but quickly that statement is once again misleading because we still have the flyer that says we won $2500. Empire Hyundai, just pay us the prize we won and we'll congratulate you on your empathy.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Jefferson

   

   

  

  Business Response

  Date: 10/21/2024

  Consumer came into the dealership to claim his prize from a flyer that was sent out. Customer was awarded prize that his #'s matched.

  

  Business Response

  Date: 10/21/2024

  There is a prize board here in the showroom which determines which prize you have won based on the #'s on your mailer. We do not know which prize you have won until you come into the showroom to match it and redeem it. You received the prize you had won in which your #'s matched.

  Customer Answer

  Date: 10/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Well, once again I say that you are doing false merchandising, the image is clear. Didn't you see the pictures I showed you? Why do you send a beep with a number on the display and the corresponding number, even though it's the same as the $2500 prize, you don't want, don't you agree? Well if you don't agree I will go to court against you, for two reasons. First for A false statement or misleading crime against the consumer, 18 U.S. Code Chapter 47, and also because you are AFFIRMING that I received some prize when in fact I didn't receive any prize, and what do you say about the manager wanting to retain the flyer? Maybe in a possible court case it will be worse for @empirehyundai, 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Jefferson

   

   

• Initial Complaint

  Date:09/08/2024

  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.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

  Hello,

  the inspection from the mechanic at Battles happened within 6 months of the turbo replacement at Empire, not two years. 
  

  Respectfully, 

  ***** Monteith 

  

  Business Response

  Date: 09/11/2024

  This customer came in on 08/02/2022 for check engine light being on scanned car inspected and found turbo was malfunctioning . Replaced turbo gaskets and feed tubes cleared codes test drove car 
  Was running as it should .The turbo unit is part of the exhaust manifold and would not look new after two years have passed .

  

  Business Response

  Date: 10/21/2024

  The last time you were here at Empire Hyundai with your vehicle was 8/2/2022 and the New Parts were put in- They were 100% Brand new and were covered under warranty for 12 mths or 12K miles.

  Customer Answer

  Date: 10/21/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ********