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:03/19/2025

  Type:Customer Service 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 brought car July 15, 2024 from salesperson-Mr. ***** *******. I notice the screen was very bad and the salesperson told me not to worry about it and I drove off lot with the car. Three days later the service guy came out and show me how to work the screen. I took the car back to the shop July 20, 2024 to have the screen fix since I was still having problem. They give me loaner car July 20, 2024. Since I had several problem with this car the H323437313632313737**H ****************** called and informed me that I would be credit two months of payment for my troubles. On Dec 8, ******************************************* they was going to send someone out to service my car. The dealership never call me and sent my car over to a differ dealership without my approval. The car is still at the dealership and he wants the dealership to replace this vehicle. He doesn&#**;t want the " Lemon-Car. .

  

  Business Response

  Date: 03/26/2025

  We received this complaint today for **** ********.    I've attached the restraining order that we had filed earlier this month.
  
  The 'customer's statement of the problem' is incoherent and does not make sense.     He bought the Genesis here,  the electronic screen went out, we replaced the screen, and Genesis paid him two payments for his inconvenience.
  
  That didn't make him a satisfied customer, he went to ********************** of ********* for a service appointment (we do not know why), he would not return their service loaner, and they had to report it stolen to get the vehicle back.   (we know a few employees there and they called our sales manager to relay that series of events because they have banned him from their store).
  
  We did not send the vehicle to another dealership, as he claims in his complaint; he took it there himself, again, we do not know why.
  
  Fast forward to March 6, we received a call from the St ****** ***************** to tell us that Pastor **** ******** went into the police station that day to 'put in a complaint'.  The officer told us that Mr. ******** was told it was a civil matter and Mr. ******** said, 'what do I have to do, go in there and shoot the place up to make my point'.  The police officer said that if he comes in, we should call them right away and they would come to the dealership.    At that point we filed a restraining order.    We know that he's been served recently, which is probably why he's reached out to the BBB to complain.
  
  We are always concerned when a customer's behavior reaches this level.  
  
  Will you be able to close this complaint at this point or is there something else I need to do?
  
  Thank you,
  
  ****** *******
  Operations Manager
  St. Charles ****** Hyundai
  Genesis of St. Charles
  ************

  Customer Answer

  Date: 03/27/2025

  Complaint: 23086418
  
  I have reviewed the business' response and am rejecting it because:

  they sent my car to another dealership without my consent.  I told them the screen wasn't working well still and the sun visor also.

  they told me they would send a valet driver with a loaner car.

  they sent an invitation to bring the car to Napleton.

  I wanted the dealership where it was purchased to make the repairs; the dealership gave that to me or three years for that service.

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