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:01/30/2025

  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.

  I bought a used 2017 ******* MKZ from Joe Machens Hyundai in Columbia, ** in November, 2024. I was provided a clean carfax on this car and was told that my car passed inspection with no major issues. In January, 2025 (under 90 days of owning the vehicle) I was driving home from my job in Columbia on hwy 63 and was unable to accelerate my vehicle. I was able to pull over on the side of the road and luckily did not cause an accident by my abrupt stop in driving. My vehicle had to be towed to a *** Machens dealership in **************, ** (near where I live). The dealership inspected my vehicle and told me my transmission was bad. They provided me a picture of the transmission that was worn thin and stated that I had metal in my oil from this. The mechanic sited that this was wear and tear of the transmission and quoted me 8k to fix the issue. Upon bringing this issue to Joe Machens Hyundai in Columbia, MO - I was aggressively told by **** *******, General Sales Manager, that they held no liability and was not even offered a reduced quote to fix the issue. This company sold me a lemon, and is taking no accountability.

  Business Response

  Date: 02/07/2025

  The 2017 ******* was sold to *** and Mrs. ****** on November 2, 2024.  They were not able to take delivery immediately because a seatbelt needed to be replaced. 

  The sale was as-is.  The Buyers Guide was marked as-is and an as-is disclaimer was signed.  The declamation of the service contract was also signed by the purchasers.  The customers declined the opportunity to purchase an extended warranty.  The customers did visit with the general sales manager.  He did inform them that because they purchased the vehicle as-is and did not purchase the extended warranty, they would not be able to replace the transmission without the customer paying for the service.  He offered to trade them out of the vehicle and find something different, if they could not afford the repair of the transmission. 

  The customer was sold a ******** year old vehicle with ******* miles.  The vehicle was inspected and road tested.  There was no concern about the transmission repair covered by the dealership.  Unfortunately, the dealership is not in a position to do so.

  Customer Answer

  Date: 02/14/2025

  Complaint: 22879719
  
  I have reviewed the business' response and am rejecting it because:
  
  BBB,
  
  Let me address the a few points in this response:
  
  The sale was as-is.  We did sign documentation stating that the sale was as is, however I feel that we were mislead on the assurances that took place during the paperwork process. We were told that during the service inspection, that any issues discovered would be taken care of, just like the seat belt. That said, the vehicle had a service inspection 2 days after the sale. How can the vehicle be ready for sale prior to passing through the shop? A 125 point inspection was performed, but the service records indicate that the mileage IN was ****** AND OUT was ******. It raises the question at what point during the 125 point inspection did the service department evaluate the transmission? The transmission is a critical component of a vehicle, and I would expect any reputable dealership to perform a proper assessment of the transmission prior to the sale of the vehicle. When we spoke to the service manager (****), he said that they drove it around, but thats clearly not the case as the mileage did not change during the service inspection . Additionally, the documentation around the service omits evaluation of the transmission fluid. Not a difficult process on the car; **************** City checked it in less than 30 minutes. The engine oil was replaced, so its quite baffling why the transmission fluid was not checked. I asked **** for additional information on the service inspection, specifically checks that were done on the transmission, but he was unable to provide them.
  
  I feel that Machens Hyundai did not do their due diligence in the service evaluation of the transmission on this vehicle and the transmission was already failing at the time of purchase. Had Machens Hyundai did a proper evaluation of the transmission, they would have found metal in the fluid; not something that would have started after we took ownership, but rather an existing issue.
  
  He offered to trade them out of the vehicle and find something different, if they could not afford the repair of the transmission. This is a false statement. **** did not offer to trade us out of the car or find something different. In fact, **** kept referring back to the as-is documentation and stated that they have zero liability in this situation. There was no liability taken on part of the dealership, despite us only having possession of the car for 74 days before the failure. The car was sold to us for $13,150. Machens Capital City quoted the transmission repair at $7,200. This is more than half the price we paid for the vehicle. This is outrageous, considering the vehicle passed your 125 point inspection less than 90 days ago. 
  
  The customer wants 100% of the transmission repair covered by the dealership. This is inaccurate; I never requested 100% of the transmission repair to be covered by the dealership. In fact, my wife and I initially spoke with ***** and ****** about a service contract, as we were under 90 days of purchase of the vehicle. When we walked through their door we were looking to spend more money with Machens Hyundai in hopes that we could remediate the issue. **** informed me that I would not be able to purchase the service contract due to the transmission issues, despite the purchase being less than 90 days old. I would welcome a conversation here to find a mutual agreement to the issue.
  
  The vehicle was inspected and road tested.  There was no concern about the transmission repair covered by the dealership. The service records indicate that the mileage IN was ****** AND OUT was ******. **** said that they drove it around, but that is inaccurate per service paperwork (Attached). The car malfunctioned on a very busy Highway 63. It was late at night and my wife lost acceleration of the vehicle. This occurred on January 22, 2025. The car was delivered to us on November 9, 2024. We only had the car 74 days before a critical component failed. Less than ***** miles driven. It put my wife in danger and has caused hardship for my family.
  
  In all, this experience has left me disappointed in Machens. My wife and I have purchased multiple vehicles from Machens. In the last couple of years we have spent over $65,000 with the Machens dealerships. Seeing **** saying zero liability in this scenario is disappointing. The current situation puts me at a loss, but on the longterm, its a loss on your part of a repeat customer. I hope that we can come to a mutual solution on the issue.
  
  
  Sincerely,
  
  ******* and ****** ******

• Initial Complaint

  Date:12/13/2024

  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 bought 2 cars on the same day from Machens . The ****** altima i purchased had a check engine light on and i wasn't going to buy it but the lady that was selling me the car Said she would get whatever was wrong fixed so I said I would buy it if the check engine light was off and there wasn't anything wrong with it . She said it was fixed and after we left 20 miles down the road it came back on. Now there saying it was a as is buy that there not responsible for the car after it leaves there lot . I wouldn't have bought it if it wasn't fixed . I took it to ******** to have them run a diagnostic on it and it said bank 1 running to lean .

  Business Response

  Date: 12/24/2024

  The customer came to the dealership to buy two (2) pre-owned vehicles.  One of the vehicles had not finished being processed in the service department.  The check engine light was not on when the customer took the vehicle nor when it was in the dealership.  The customer indicated that after the vehicle left the dealership, the check engine light came on.  The dealership has offered him the opportunity to bring it back to diagnose what was wrong.  However, he has been unwilling to bring the vehicle in and, therefore, the dealership is unable to assist in determining what repairs are necessary or what the problem is.

  Customer Answer

  Date: 12/24/2024

  Complaint: 22684434
  
  I have reviewed the business' response and am rejecting it because:
  
  There statement was incorrect,  the check engine light was on at the dealership and they had to fix whatever the problem was and the lady that sold me the car Said the problem was fixed otherwise I wouldn't have bought that car. I can't drive a car with problems that far and I can't pay that much to have it towed there its 76miles from my house to there . I would like to be able to have it worked on at a local place that I can trust is not going to s**** me over like there dealership has already done to me.
  
  Sincerely,
  
  **** ********

• 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.

  DO NOT RECOMMEND AT ALL. I was not able to receive any assistance from the parts department regarding my shark fin antenna. I asked several times for the shark fin antenna to be fixed/replaced and was not able to receive any assistance. Terrible customer service.

  Business Response

  Date: 11/12/2024

  Please be advised that we have been in contact with the customer and she has the part number for the Shark Fin Antenna.  She is getting that antenna at dealer cost.  She has an appointment to see the dealership to get it fixed.

  Customer Answer

  Date: 11/12/2024

  Complaint: 22517446
  
  I have reviewed the business' response and am rejecting it because: I will change/update once I have received a written estimate and part number. I will update after the scheduled appointment depending on services.
  
  
  
  Sincerely,
  
  ***** Ma

  Business Response

  Date: 11/25/2024

  Please be advised that the dealership has addressed the customer's concerns, completed the recall, and provided the information that she requested in her original complaint.  She has been provided with the part number.  The part was offered to her at dealer cost.  She did not order the antenna nor did she request that the service be done.  She did come in for a recall campaign and that service was performed.  The dealership is willing to provide further services.  We look forward to hearing from you if you need any further information.  

  Customer Answer

  Date: 01/30/2025

  My complaint has been resolved.

• Initial Complaint

  Date:07/29/2024

  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.

  I purchased a car from JMH 3/2021. I purchased a maintenance package plan, with the understanding and reassurance from the finance manager that this plan does not start until after the included 3 years of maintenance is complete. This plan was for 108 months of maintenance, after 36 months. I happened to sell my car end of 3/2024. I canceled my warranties to get refunds. I understand most warranties are a scam, but this maintenance plan was something I'd actually utilize. I'm sure they do this on purpose, but I couldn't find any cancelation policy, though I asked when I purchased and was told unused warranties would be refunded. No where does it say, and they won't tell you, that there are $50 cancelation fees. When canceling this maintenance plan, no where did it say that this refund would be based on purchase date, not effective date after the 3 years included maintenance. This seems like false advertising and a scam. It didn't take effect until 2 weeks before I sold my car, yet they're refunding me based on owning the car for 36 months. This isn't right.

  Business Response

  Date: 09/03/2024

  Please be advised that the dealership and the customer have resolved this issue.  Please let me know if you need any further information.

  Customer Answer

  Date: 09/12/2024

  I have received the check for the remaining warranty refund. Thank you. 

  Business Response

  Date: 09/12/2024

  Please be advised that the dealership and the customer have resolved this issue.  Please let me know if you need any further information. 

• Initial Complaint

  Date:12/14/2023

  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.

  I went in on 10/26/23 and signed a legal document to cancel my vehicle warranty. I called again asking if they had sent the cancelation into the warranty company and they stated that my bank would be getting a refund to process on my loan. I then called my warranty company to see if the cancelation had been received and this was on 12/14/23. They advised they did not get a cancelation document from this business. I am looking for my warranty to be completely canceled and now I am not getting my full refund back to the day it was requested because they never sent it in.

  Business Response

  Date: 01/02/2024

  Please be advised that the request for cancellation has been processed by the dealership.  Please let us know if you need further information.

• Initial Complaint

  Date:09/20/2023

  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 bought a used car from Joe Machens Hyundai and a month later I had a car wash and specks of paint were blowing away. I can see the steel on the car which means they did not put any primer on the car. So the hood has a lot of specks on it. They did offer to paint the hood, but wanted me to pay half of $900 to fix it.
  
  I want them to fix the paint.

  Business Response

  Date: 10/06/2023

  This vehicle was sold to the customer on August 7, 2023.  At the time of the sale, the vehicle had 44,166 miles on it.

  The dealership never performed paint work on the vehicle.

  Whatever damage to the paint happened, happened at a car wash that the customer took the vehicle to.  The dealership is willing to and has offered the customer to split the cost of painting the hood at the body shop.  The customer has refused.

  The dealership did nothing to cause or create the damage to the vehicle or the issue with the paint.  The offer with the cost of repairing it with the customer remains open.

  Customer Answer

  Date: 10/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I believe businesses like Joe Machens should exert enough due diligence to ensure that what they’re selling to unwary customers would at least be satisfactory to the buyer. One month of satisfaction is not enough. I think anybody who forks out more than $20k should be reasonably satisfied with the product purchased for years and not a month. Furthermore the sales force should exert enough effort to fix the problem. In this case, the sales manager promised to talk to higher management to resolve the problem and inform me of their decision. I waited for her call twice but she haughtily elected not to respond at all. Apparently she believes that $700 is too much to maintain a decent reputation for the company.

  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:07/18/2023

  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 traded my car in for a 2020 Jeep Gladiator on 05/12/2023. So, I had the car and it started pulling to the right really bad. I took the car to a third party for a oil change and a alignment, and they stated that they could not do the alignment due to the front differential or the frame could have been bent due to a wreck and recommended to the car back to the dealership. We took it to another third party due to the fact they refused to look at the vehicle. So, my boyfriend took it to another third party and they did another alignment and they installed other parts to make it go straight. The car was still pulling to the right and they did another alignment, and the same issue. They recommended that I take the vehicle to a frame shop. We set up a appointment with a frame shop for 07/25/2023. We have spoken to the dealership and Hyundai and they state that they will call us back but they never do. We are already in the process of getting the car fixed. I would like for the business to pay for the repairs

  Business Response

  Date: 08/24/2023

  It is our understanding that the customer no longer owns this vehicle and has been traded out of it.  We consider this matter resolved.

• Initial Complaint

  Date:02/06/2023

  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 paid off my vehicle early. I had an extended warranty protection plan for 129k miles. I bought the vehicle with 29k miles on it. At time of pay off NOVEMBER 22, there were 64k miles on it. That means I put 34k miles on a 129k mile 7 year warranty. 24 months usage is NOT 0.48% OF 129k miles NOR is 24 months .048% usage of a 24 mth plan on a 7 year contact. Hyundai said they are using the higher of the two to calculate a refund of $1500. I was quoted a $2900 refund of WRAP protection due to me, plus $650 GAP refund. A total of $3550 quoted to me by the new financier of my vehicle. ****, ******* and ***** from Hyundai clearly see the error and 3 times escalating to the escalation dept STILL quoting me $1500 less than what I am do. I paid off this car early and feel liy *** ******* or Hyundai are screwing me out of $1550 based on their INCORRECT calculations..
  Not to mention I closed on November 22..they listen it at Etc 12th. This dealership had no problem selling ne extra coverage but here is over 2 mths later and no refund!!

  Business Response

  Date: 02/10/2023

  This is a situation where the customer is unhappy with the amount that she has received as a refund for the cancellation of a service contract.

  The service contract is administered by a service contract company separate from the dealership.  That company calculates the refund amounts.  The dealership is unable to change those amounts.

  The dealership is willing to assist in facilitating communication with the service contract company.

  Customer Answer

  Date: 02/13/2023

  It is Joe Machens Hyundai on ******** **** in ******** **. They sold me the extra GAP protection for $750, and the WRAP warranty for $3,250. I paid off the vehicle after 24 months. They owe me a refund of $3,550 between the two that I didn't use...the remaining balance of 5 years on a 7 year contract. No one has issued me a refund. I paid off the car Nov 22, 2022 and have been waiting for them to fix the amount they offered of $1500. They are trying to keep 1500. I have no check from these people and they have not tried to help me like they said.

• Initial Complaint

  Date:02/01/2023

  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.

  Purchased a used vehicle in December 2022 and within 1 day of purchase the check engine light went on. We took the vehicle to the mechanic for a $800+ repair & spoke with the dealership several times about the issue. Dealership asked us to forward them the mechanic bill & they would work towards a resolution. We sent the bill and received no response. Several weeks later the vehicle needed another $2000 repair which we didn’t talk to the dealership about because we still hadn’t received any communication back about the initial bill. Called at least 10+ times, spoke with at least 5 separate employees, left voicemails, and sent 3+ emails and never once received a call or message back despite them having both mine and my husband’s contact information. The few calls we did get through to talk to someone, we were told they would speak to their manager and call back (then we would never receive a call back). This cycle happened at least 3-4 times. Finally got through to a manager who told me he “tried to call once” despite us having no voicemails or email responses from him, but they would not be reimbursing for any mechanic bills because the vehicle was sold “as is”. This business has no integrity or accountability to it’s customers and will happily sell you a vehicle knowing there are issues with it, and then never speak to you again. Very sketchy and unethical business practices. We were shocked at the lack of professionalism in getting a simple call back or the smallest bit of any type of communication from the dealership.

  Business Response

  Date: 02/10/2023

  The dealership has worked out this dispute with the customer.  The repair bill is going to be forwarded to the dealership for reimbursement.

  Please let us know if you need anything further.  I look forward to hearing from you.

  Business Response

  Date: 02/15/2023

  The customer has agreed to send the repair bill to the Hyundai dealership.  Hyundai has agreed to pay for the service expense.  I am not sure if you need any further information.  Please let me know what further information I can supply.

• Initial Complaint

  Date:01/12/2023

  Type:Order 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 Nov 16, 2022, Colorado DMV asked us about sales tax and bring Colorado form DR24, amount of sale of the vehicle, but do not bring the lease contract. No one helped us and they recommended us that only the dealership which is we leased vehicle complete the form can fill it out.
  Dec 9, 2022, we got the answer finally after 3 weeks later from M Joe Machens Dealership in Missouri that they couldn’t fill it out form DR-24
  December 13, 2022, we called and e-mailed; the dealership in Missouri: “I am requesting a statement from page 2 of the lease contract (A-L) again. Include the amount of down payment and the sales tax. (A-L) at the bottom.
  The bill-of-sales will not explain all the information that the Colorado DMV requires.
  That the reason we need this information is to completely register the vehicle and pay tax in Co.”
  We called the dealership in Missouri, in the middle of Dec., the manager said ***** is working on it the information that we requested back on Dec 13.
  Jan 11, 2023, we again called the Missouri dealership and talked to the manager.
  He said we cannot do anything because we terminated the lease when we did the buyout. The manager advised that we have called numerous times. We had guessed they avoid our last 3 weeks of phone call from today. We contacted them and left messages, a person picked up the phone and advised that he would forward our message. However, no one would reply, return our phone calls, or email.
  He again advised us that we should pay Colorado sales tax on $21, 533(this amount included fee, paid Mo Tax, Tire and Wheel, Temp Tag, etc.). So, we asked him why we should pay sales on the following items:
  However, we requested only the Value of Vehicle price on Jan 11, 2023, but he refused our request.
  After they had sold us the car, is it normal for them to treat customers like this?
  Would anyone be willing to pay the Colorado sale tax (8%) on the items listed above, which is above $2843.62?
  We still do not have title since July 25th

  Business Response

  Date: 01/26/2023

  Our dealership has received another request or a response on this case.  Please be advised that this is our updated response.  On July 8, 2022, the customer leased a 2022 Tucson, with a Missouri address.  The customer subsequently moved to Colorado. While living in Colorado, the customer bought their lease out via **** *** ****** *****.  We are not sure whether this was a cash transaction or a refinance.  The payoff on the lease was approximately $21,500.

  Colorado is requiring the customer to pay sales tax on the lease buy out, just like that State of Missouri would.

  The State of Colorado does not accept a Missouri lease contract.  They want a Missouri Bill of Sale.

  The dealership has provided the customer with forms and documents they requested.  The customer is insisting that they paid sales tax on leased vehicle.  They did not.  They paid a cap cost reduction tax of $777.12.

  Please call if you have any questions.  I look forward to hearing from you.