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:11/08/2024

  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.

  
  
  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. I was refunded the majority of the funds I paid for the extended warranty.
  
  
  
  Sincerely,
  
  
  
  ******* *************go through the car dealer I bought it from. I called, left messages, and emailed through the website several times and no one got back to me. I am extremely frustrated and disappointed in the lack of communication of this business.

  

  Business Response

  Date: 11/13/2024

  I contacted the customer and I'm having the contract canceled for her will mail out proper documentation showing it was canceled.

• Initial Complaint

  Date:11/05/2024

  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.

   
  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.  Peter was amazing. Super helpful and kind! Thank you again!  
  Sincerely,
  
  ***** ****I did a lease to lease trade that was the words verbatim I was told. This has been such a frustrating experience. This is my third lease and I have had to handle a ton of things on my own. I was told it was a lease to lease trade. Multiple times. I really need this fixed on the dealerships end. I do not have the money to pay the bill and I should not be responsible for it seeing I did indeed leave a car AND re leased. Please please help me!

  

  Business Response

  Date: 11/13/2024

  I spoke with customer got ********************** to give her $1000 for overage mileage. Customer is happy now

• Initial Complaint

  Date:07/25/2024

  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.

  Country Hyundai has been incredibly negligent and unprofessional in my dealings with them. My three-year car lease was ending, so I decided to buy my vehicle. A lease buyout requires you to give your car over to Hyundai for 4-6 weeks until the title comes through because the ownership is in limbo. I happily obliged. They were unresponsive after multiple attempts of contact to gain insight on where they were in the titling process over the next month. When I had finally received a call that the title came through, they said they would call back the following day for me to pick up the car. I never received the call. I waited several days and then decided to follow-up myself, struggling again to get anyone on the phone. After finally getting on the phone with a manager, I said that I wanted to pick up my car that day and asked if everything was in order for me to come in. They said yes. I came in to pick up my car, and it turned out that they had lost my keys. They forced me to go back home, get my spare key, and then pick up my car. They assured me they would find my missing key and follow-up with me the next day. No one followed up. I reached out, no follow-up. I contacted them again a week later and got the manager again who said he would look into it and follow-up with me. No follow-up. They are hoping that I forget so that they do not have to pay to have a new set of keys reprogrammed for my car. I am requesting that they replace the key that they lost and provide a free service and oil change for the massive inconvenience and waste of time this has been.

  

  Business Response

  Date: 08/02/2024

  We apologize for any inconvenience. We have been in touch with the customer and also got her a replacement key. Customer is satisfied and if she needs anything further, please tell her to reach out to us.

  Thank you

• Initial Complaint

  Date:07/23/2024

  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 bought a car from Country Hyundai, and when I received the car, the bumper was popped out and there were scratches. This was not there when I purchased the car. I have pictures to prove it. I did start to file a complaint with you guys. They promised to fix it, and I thought it was fixed, six months later, the bumper popped back out and ever since I've been trying to get a hold of somebody and they will not call me back they were horrible to me this whole experience They also didn't give me my paperwork till days later when I purchased the car .

  

  Business Response

  Date: 08/02/2024

  We apologize for any inconvenience this may have caused. Both the Service manager and the General Manager made an appointment to handle the customers concerns. If the customer should need anything please have them reach out. Thank you

• Initial Complaint

  Date:07/01/2024

  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.

  on 4/29/2024 purchased Toyota Camry 2014. was assured that the rumbling sound and vibration would be taken care of thinking it was tires or alignment issue per Salesman. 1st repair appt 5/1, ruled out tire/alignment. 2nd appt not until 5/21. still not fixed. 3rd appt not until 6/18. Possible transmission/torque converter. Still not fixed. Was told on 6/18 that they needed to make a decision, they do the work or send it out to ****** and will let me know. I have not gotten an answer as yet. The problem is only getting much worse and will end up damaging my engine. Why would it take 10 days or more to make a decision and why don't they return my calls? The lack of concern for my safety with this issue and the lack of return phone calls is appalling. At this point I feel that had I know about the major repair problem I would never have purchased this car and that I feel like I was taken advantage of just to get the sell

  

  Business Response

  Date: 07/10/2024

  We worked with the customer to find a solution. It was when there was a universal software issue in the Auto industry that delayed a resolution. 

  We apologize to the customer for the inconvenience. Thank you!

• Initial Complaint

  Date:04/08/2024

  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 desired outcome with Country Hyundai of Northampton Ma. is as follows:

  1. They acknowledge that my Hyundai Tucson is covered by the Ma. Lemon Law.

  2. They put me into a new lease for a Hyundai Kona, which is less expensive than a Hyundai Tucson.

   

  Thank you.

  This is a false statement The dealership said they will not buy my car and put me into a new lease.

  

  Business Response

  Date: 04/26/2024

  We apologize for any inconvenience. We would like to offer ********** 2 car payments and a second key. Our GM Billy will follow up with her in regards to this. We also would like to apologize for Hyundai corporate's lack of follow up and hope Country Hyundai has resolved her issues. 

  Customer Answer

  Date: 04/29/2024

   
  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.  I am satisfied with the 2 months of payments and the key.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:03/20/2024

  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.

  The issue with my vehicle happened in November 2023. 

  Customer Answer

  Date: 03/21/2024

  Hello..

  I bought my car June 16th 2022. I drove it for a year and 5 months (November 2023) and my engine blew on my car. I have not had my vehicle for 4 months and continue to not have it. I called country Hyundai when this happened and they told me my engine was not covered under warranty, which was not true. My family helped me and we found a auto shop and they fixed my motor completely. After the engine was fixed I had to have a knock sensor replaced as it was bad. After that the timing of the engine was off. My car is now at ************************************ in *******. They have had my car for almost a month. I received a call yesterday stating "we don't recommend you do any more work to this car, its not worth it". My engine is taken apart and they said they will put it back together and I can have a tow truck pick it up. I owe $18,000 on a car loan for this car. They valued my car at $5,000. I am a 23 year old female and was scammed on this vehicle. I am paying for a vehicle I am not even able to drive and is not safe. I want to get out of my car loan and I want this vehicle gone. I want county Hyundai to work with me and get me in somethin else or a full refund to my loan company. Please call me if you have any further questions. 

  The Vehicle is a 2016 Hyundai Tucson, burnt orange color. 

   

  

  Business Response

  Date: 04/19/2024

  BBB spoke directly with the business, they were reaching out directly to the consumer to resolve the issue.  On 4/19/24 BBB spoke directly with the consumer and she advised that the business has resolved the issue.  

  Customer Answer

  Date: 04/22/2024

   
  Complaint: ********
  
  I am rejecting this response because: My car is NOT fixed. They did what they needed to do and the issue is still happening. They need to submit a claim warranty to now have the entire engine replaced. I truly just dont know what to do. I have not had my car for almost 6 months now. After a long discussion with my parents we all agreed they should put me in another vehicle. The loan should be rolled into something else and my payments remain the same without affecting me negatively . The dealership knows by now this car is junk and not worth the $18,000 left remaining on my loan. I have put thousands of dollars into this. Making my on time payments and still not able to drive it. I am frustrated. Country Hyundai sold me a lemon and I should qualify under the lemon law in the state of Massachusetts. 
  
  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dealership seems to be working on the vehicle and trying to resolve the issue and the service advisor called and had clear communication with me today  so I had to get a neighbor to bring the car to them. The car has been at the dealership for over two weeks now and I specifically told them I didnt want the vehicle sitting outside since I didnt want it getting more wet inside the car and leading to mold. I was told by Joanne the car was being kept inside while they work on it. I found out yesterday from the service advisor the car has not been kept inside but they have been bringing it inside when they try to work on it then it goes back out to sit in the weather. They told me they know it is leaking but they cant figure out where the leak is coming from. It is clearly coming from the sunroof and it can clearly be seen from the video that was made while it was leaking. I have been given the run around for over two weeks now. I was told by Joanne they are busy and they have been working on it the car in between working on other cars but she also told me they hadnt started working on it yet. I have been told many different stories each time I call. The service advisor told me yesterday 12/22/23 that they would try to get the vehicle repaired by the first week of Jan at that time they will have had my vehicle for a month. This vehicle is a lease if their negligence causes damage to the inside of the vehicle which cost me money per my lease agreement I want them y to be responsible. I also want to be compensated for being sold a lemon that they cant seem to fix. Either they fix my vehicle give me my money back or exchange this vehicle for one that does not leak and I want to be compensated for my vehicle being in the shop for so long. My husband needs this vehicle in Jan and they are not offering a loaner which is ridiculous when the car is only a few months old.

  

  Business Response

  Date: 01/10/2024

  Joe, the General Manager at Country Hyundai spoke to the customer and satisfied her concerns. 

  This issue is now resolved. 

  thank you 

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  On December 30, 2023 I received an email from Genesis ****************** that was written on December 29, 2023 offering to buy back my damaged vehicle. This letter stated it was an initiated buy back with no terms, cost or any other pertinent information that someone would need to make a sound and practical decision. 

  Yes I am still currently operating the dealerships loaner vehicle.  I was told to do so by the dealerships General Manager Mr. Joe C***** after the two of us inspected, observed and noted more damages to my vehicle on November  3, 2023 at 2:15pm.

  The General Manager stated he would replace my damaged vehicle  with a new one and to continue to operate the loaner vehicle as such until I hear from him. Several weeks or more had gone by with no communication with the General Manager or Genesis ***************.  I did finally  speak with the General Manager and Sales Manger in person on December 30, 2023 while at the dealership  to have the loaner vehicle serviced( oil change). At this time once again we had a conversation  about a replacement car and I questioned the email regarding the buyback of my damaged vehicle, which Neither gentlemen knew about. I have never hand any verbal or written communication  with anyone from the dealership or Motor America about returning their loaner vehicle on or before December 30, 2023. I have never had any verbal or written  communication with anyone from the dealership  or Motor America  about storage fees for my damaged vehicle that was damaged  by the dealership. Once again, I was told to leave my damaged vehicle, operate the dealerships loaner vehicle until I receive a replacement vehicle. I took the dealerships loaner back for service on December
  13, 2023 and December 30, 2023. Each time the loaner vehicle  was serviced
  and returned to me. 

  I feel that I have been very professional,  polite and patient  with this dealership  through this entire ordeal. I purchased  my new 2023 ******* *** April 11, 2023 and it's been back to the dealership  on April  19, 2023; April 27, 2023; May 5, 2023; May 15,2023; May 23, 2023; June 29 thru July 10, 2023; July 26 thru Sept 29, 2023; Oct 9, 2023; Oct 23 to present ( 2024) with no proper repairs or resolution by the dealership who cause the damages  to my vehicle. I even accepted  the offer of another color in a replacement vehicle. 

  Yes I consulted an attorney due to all of the misleading and lack of communication  with the dealership and Motor America. 

  Sincerely,

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

  I been able to reach ********************** (Corporate) who assigned me two different case managers, a case number and who stated they would resolve the situation and supply the compensation for the monthly vehicle payments. None of these offers have been fulfilled. I have even tried to contact the owner of the dealership by email through her own website as well as through letter correspondence with no response. This dealership needs to own up to all their mistakes and damages that they have caused to my new vehicle as well as the emotional aggrivation and frustration they have casued me dealing with this situation. I want my new vehicle!

  

  Business Response

  Date: 01/10/2024

  Genesis of Northampton worked with ******* ** ******* to initiate a buyback on *****'s. The buyback was approved by Genesis in order to try to maintain good customer experience and loyalty to the brand. ***** is currently in a loaner car that belongs to Genesis of Northampton.

  The next step is for ***** to pick up her car and return the loaner she has been driving and initiate the buyback process with Genesis. We have requested ***** do this numerous times since 12/30/2023. ***** has started to incur loaner and storage fees since she refuses to return our vehicle or pick up hers. 

  Since the buyback has been approved, ***** has hired an attorney. At this point, *****'s attorney will have to work with our corporate attorney to proceed forward. Please note, ***** currently is incurring loaner and storage charges and she has been made aware and still refuses to return our vehicle or pick hers up. 

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  They did refund me my down payment on 11/22/23.  However, that was only after I went to the dealership for an update on the status of the title.  They informed me that they had already backed out of the deal because they read my ****** review and assumed that I no longer wanted the car, which was incorrect. They said if I wanted the car I would have to "rebuy" it and file for a new auto loan.  It was at that point on the 22nd that I asked for my down payment to be refunded. I am not sure why that wasn't done immediately when they "backed out of the deal"  and just held thousands of my dollars.

   I am still waiting for something in writing from the dealership that they received from ** **** stating that the loan of the vehicle has been canceled, because according to ** **** customer service I still have an active account with a payment due on Wednesday 11/29/23. 

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

  meantime since I am paying interest on a car that I am not on possession of. I asked if they could fix the bumper ( it has some minor damage ) they said that they couldn't, even though they offered to fix it before I purchased the car. I asked if they could install a remote car starter, they said no. I asked about a loaner car to drive, they said no. Their final "offer" was to pay 1/2 of my first car payment which would come out to $187. I don't feel that is an appropriate offer considering I may be a month without the vehicle, not to mention selling a car they don't own seems illegal. I have also requested multiple times what backing out of the whole transaction would look like and when I would be able to get my money back and have received no answers.

  

  Business Response

  Date: 11/27/2023

  Customer has been refunded and the concern has been resolved. 

  Thank you

  Customer Answer

  Date: 12/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  BBB spoke directly with the consumer and he advised that the loan is now showing as canceled in his account and this issue has now been resolved.
  
  Sincerely,
  
  ************************