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:04/11/2025

  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 July of 2024 I took my 2018 ******* G90 to Antwerpen of Hyundai dealership for diagnosis and repair. Upon inspection I was notified that my vehicle with just about 65k miles on it needed a new engine. The dealership at the time went through my Extended Warranty and got the approval ($14k including labor) to purchase the engine and repairs. It took them about 3months to get this completed. I was only offered a loaner for the time frame my extended warranty allowed which was 2 weeks after that the dealership charged me for the remaining months which was totally unacceptable considering the extended delay was on their end. Later when I reported this to the manufacturer (*******) I was refunded that amount for the loaner. However, upon receiving the vehicle barely less then 2 weeks, the vehicle started to sputter and not function normally. I took it back since the repairs was covered under the 12month 12k warranty. This was around the end of October 2024. They misdiagnosed the issue multiple times and I was even charged about $1400 to resolve the issue which again failed to fix and the car and I was back into the shop. Later after I reported this to the manufacturer (******* I have an active case #) and to the service manager I was reimbursed that amount and after not having a loaner since beginning of November ******************************************************************************* January 2025. I currently still have the loaner. Fast forward , the engine was sent back to AAA for a tear down since the engine was under their warranty this was when they diagnosed that the new engine purchased had failed due to inadequate lubrication. I have all this documented from email between myself and Antwerpen. I was very puzzled by this. Note that as of the time stamp and date of this complaint I still do not have possession of my vehicle and have been given no good communication on any plan of action to resolve this problem. Thanks Sincerely, ****** ******

  Customer Answer

  Date: 05/06/2025

  Issue not resolved but Business seems to be actively working with me to resolve this now. Thanks

  Business Response

  Date: 05/29/2025

  The customer's vehicle was brought to ********************** in July of 2024. Antwerpen replaced the engine provided from a 3rd party vendor due to the fact there was no ******* engines available in the country. The customer picked up vehicle from ********************** around Sept 2024. The customer ****** the vehicle back to ********************** twice around Oct for a check engine light. Antwerpen replaced a fuel injector and high-pressure fuel pump. The vehicle came back on Jan 2025. Antwerpen put the customer in a ******* loaner at no charge to them. The service manager double checked with the customer twice and they informed the service manager that the loaner was fine. Antwerpen had to remove the engine from vehicle and send it back out to company in California - AAA.  They needed to replace the head to the engine. There were zero in the country. Customer's suggest to the *** to order them from ****. Antwerpen has been waiting on *** to put engine back together and ship it back to us for us to install.

• Initial Complaint

  Date:02/06/2025

  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.

  Yes, the issue occurred within the last 12 *********, the complaint does not involve a health issue or health care provider.Details: On January 13, 2025, I purchased a 2025 Hyundai ********************** from Antwerpen Hyundai in Clarksville, MD. The vehicle experienced transmission failure the day after purchase, on January 14, 2025. I promptly returned the vehicle to the dealership, which confirmed the transmission issue. However, they have been unable to provide an estimated time for completing the repairs.The dealership provided a loaner vehicle, but it is not a sufficient solution for my needs. The ongoing lack of communication and resolution has caused significant inconvenience. I am seeking a replacement vehicle, as the technician cannot guarantee when the repairs will be completed. This delay is unacceptable, especially since the vehicle is brand new, and I am making monthly payments of $606 for a car I cannot use.

  Business Response

  Date: 02/18/2025

  The repair for this vehicle was completed February 10, 2025.

• Initial Complaint

  Date:05/06/2024

  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 purchased a vehicle from this business on Friday March 29, 2024. I entered into a title only sale which required that I pay the vehicle outright and am only provided with the Title to the vehicle that I had purchased. I was provided a temporary tag and it was understood by both parties that I would handle registering and obtaining tags on my own. I reached out to the **************************** and was told I needed the Certificate of Origin to get registration and tags for the vehicle regardless of which State I was going to register and tag the vehicle. Initially I was told to stop by and pick up the Certificate of Origin at the dealership. When I went by they said it wasn't available yet and they would call me when I could get it. 3 weeks after the sale they said I had to pay them to register the vehicle and needed another ***** dollars for tax and tags. The sole reason I did a title only purchase was I did not want the dealership to handle the registering and tagging of my vehicle. it has now been 5 weeks and I have zero updates on when I can get the proof of title or certificate of origin. Payments have cleared and I do not have the required proof of purchase from the dealership that allows me to show ownership of the car.

  Business Response

  Date: 05/08/2024

  The customer purchased a vehicle from ********************** and informed us that he would register the vehicle himself. Our employee mistakenly thought that he would - when he registered the vehicle -  pay the tax due there on and failed to collect the tax for the state. The customer has refused to pay said tax and therefore was informed that no certificate of origin will be given to him until the tax due on the vehicle has been paid. He can either provide proof that he has paid the tax or come to the dealership and pay the tax. Either way, we will release the certificate of origin once he has paid the tax or provided proof of payment. This is not money due us, but due to the state of ******** which we have the obligation to see that the tax is collected. Antwerpen will not be a party to any customer's apparent scheme to avoid taxes due the state.

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21662971
  
  I am rejecting this response because:
  The statement that I am attempting to avoid taxes due to the State via a scheme is laughable and frankly slanderous. This is a case of misrepresentation made by an agent of the company and I made my decision to purchase the vehicle based on it being a title only sale. I don't know how the salesperson arrived at the incorrect information or followed the wrong process to sell me a title only vehicle. The lack of accountability or effort for management to reach out directly to me to correct their mistake shows the arrogance of  management. I now have ************************************************************************** any State due to not having the proper paperwork to show ownership. My check cleared and they have received the money per the contract that I signed. There is no way to pay the State of Maryland for taxes, it is collected at the time of registration hence the bill of sale to show purchase price, the *** collects taxes at the time of registration which requires a Certificate of Origin or copy of the title showing me as the owner. Once I register the vehicle I am happy to provide proof of payment if that helps them correct whatever paperwork they need to show that the **************************** has collected the taxes due. If I am not able register the vehicle or receive the title to show proof of ownership there is no way to pay the taxes on the car. Please advise how I can pay the State of ******** directly for taxes at a time other than registration of the car. I was told on Saturday to reach out to **** today Monday May 13th, he was not in the office this is the first time I have been provided with a managers name to follow up with and figure out my best steps to correct their problem.

  Sincerely,
  
  **** ****

  Business Response

  Date: 05/21/2024

  We are happy to register the vehicle for you at no additional charge, upon your providing us with a check for the amount of taxes due to the State of *********

  
  Should you wish to register it in another state, please provide us the name of the state so that we can coordinate with you the amount of taxes due. Then we will promptly register the vehicle in that state.

  
  We await your response.

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21662971
  
  I am rejecting this response because: the issue is no longer relevant, I took the initiative to reach out to a manager for clarification that wasn't provided by my salesperson almost 6 weeks after the legal transaction.

  I paid the 6% tax and fees to resolve the error made by the misrepresentation. in the future when an error is discovered by both a salesperson and a manager it might be worthwhile to train a manager to reach out and explain the issue and present possible options. To answer a complaint via BBB that eludes to an attempted "scheme to avoid paying taxes" is offensive and not okay. Hopefully this is a teachable moment but based on the arrogant response I would guess it was brushed off and accountability avoided. Its too bad that an otherwise great sales experience was tarnished by not taking initiative to reach out to the customer who was impacted by the misunderstanding of when a "title only" sale is allowed and not allowed. Had I chosen to register the vehicle out of State taxes are collected by the *** at time of registration FYI.
  
  Still awaiting an apology,
  
  **** ****

• Initial Complaint

  Date:01/17/2024

  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.

  The transmission failed on a 2022 Hyundai Santa Fe Calligraphy AWD on 12/31/23, making it dangerous to drive. AAA towed it to the dealership. Although covered under warranty the dealer declined to replace the transmission until it was “approved by Hyundai USA”. The dealer did not have a loaner available and would not authorize a rental until approval was received, although one was covered under the warranty. At 4pm on 1/16/24 we were notified that the transmission replacement was approved. However Hyundai USA would still not authorize a rental car. They said we can rent one and “request reimbursement”. In a call to Hyundai Customer Care they declined to provide details on how much they would reimburse, how long they would reimburse, or on whether we could rent an equivalent vehicle. They said it would take 3-5 days to get that information from the national office.
  By the time we are provided the info needed to rent a car we will have been without a vehicle for at least 3 weeks time. A 2022 transmission failure is on them. Yet they fail to provide adequate customer assistance. Their “policies” are simple stalls to not meet their obligations under their warranty to their customers.

  Business Response

  Date: 02/20/2024

  Antwerpen Hyundai of Clarksville is limited by a manufacturer (factory) warranty. All warranty repairs must be approved before funds or work are provided. We also have a limited amount of available rental vehicles. We apologize for the inconvenience. The customer has since picked up their 2022 Hyundai Santa Fe.

  Business Response

  Date: 02/20/2024

  Antwerpen Hyundai of Clarksville is limited by a manufacturer (factory) warranty. All warranty repairs must be approved before funds or work are provided. We also have a limited amount of available rental vehicles. We apologize for the inconvenience. The customer has since picked up their 2022 Hyundai Santa Fe.

  Customer Answer

  Date: 02/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because there needs to be a better policy for a new car with a transmission failure. It should involve looking at a book of policies and finding one that says that when a new car has a failure covered under warranty there is no need to get it “authorized ” by National Hyundai, resulting in weeks of delay.  It’s a no brainer.
  

  Same for the lack of loaner cars and the refusal of the Hyundai Case agent to state categorically that Hyundai will pay for a rental. 
  Hyundai’s product failed, and their policies put obstacles in place for a timely remediation.
  Again, we are talking about a new car with a TRANSMISSION FAILURE. 
  Hyundai needs to provide some compensation for one month without a car.

  The public needs to know about this case. 
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:04/25/2023

  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.

  My 2019 ****** has been leaking engine oil since it was new. While inspecting my car for a source of oil leak, I conducted a quick ****** search and found that the issue was a hairline crack in the oil pan. Upon re-inspection of my vehicle, I confirmed that there is indeed a crack in the oil pan.After researching the issue, I found that this is a common problem with Hyundai 2.4 engines. Many owners have reported the exact same issue, with the size and direction of the cracks being identical to that in my car. Despite the prevalence of this problem, I was disappointed to hear that Antwerpen Hyundai at Clarksville is blaming the crack on an impact to the oil pan - something that my car has not experienced.I must emphasize that the oil pan is completely intact, and the paint chip on the front side of the oil pan that they are referring to is actually from the metal wrench that I used to remove the oil filter. This chip is on the opposite side of the ******** a loyal Hyundai customer, I expect the company to stand behind their products and provide quality service, especially when it comes to issues that are clearly a result of a manufacturing defect. With that in mind, I kindly request that you fix my car using the manufacturer warranty.I appreciate your prompt attention to this matter, and I look forward to hearing from you soon.

  Business Response

  Date: 04/28/2023

  There are notes directly related to this incident from the customer's visit to the service department on April 11, 2023:
  
  "TECH Inspected underneath vehicle. Found C/S at some point
  ran over something underneath and did a lot of damage to
  splash shield and front bumper. Splash shield was all pushed
  in. Removed access cover and found the oil pan was hit.
  Paint peeling off oil pan, cracks are seen from impact
  damage. Replace oil pan."
  
  Since this is considered outside influence, warranty cannot be applied to this complaint.

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19978917
  
  I am rejecting this response because:
  
  

  NHSTA has opened investigation for this issue.

  The crack on the pan is exactly same as cases submitted to NHTSA.

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