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:12/23/2024

  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.

  On May 7, 2024, my wife and I purchased a used 2022 Hyundai Tucson Hybrid from Withnell Motor Company in Salem, OR, for $29,765.62. We chose to pay a premium for the assurance that the vehicle was a "Hyundai Certified Pre-Owned Vehicle," backed by a 173-point inspection conducted by the Hyundai dealer.On May 9, 2024, I contacted Withnell salesman *********** ***** to report an issue with the "Certified Vehicle Inspection Form" left in the vehicle's glovebox. I observed that the form had been improperly filled out, with every question marked "yes." I expressed concern that no actual inspection had taken place. The form was signed off by both the Service and ****************** I also raised concerns that I had purchased a vehicle advertised by ****** and the dealer as safe when the form indicated ************. Garbs assured me that any issues noted on the form had been addressed by the service department prior to our purchase. I also pointed out a significant discrepancy between what was reported to CARFAX and the inspection form. While CARFAX indicated a 173-point inspection, the form in my possession lists only 71 points and appears to show no inspection was conducted. Mr. ***** requested a photo of the form, which I promptly provided after our conversation.Despite my follow-up, I have not heard from Mr. ***** or received return phone calls.On June 25, 2024, I contacted Hyundai Consumer Affairs to seek assistance in resolving this issue. On September 24, 2024, I received a response from Hyundai ***************************** advising me to escalate the matter to the Better Business Bureau (BBB). They indicated that, due to Withnell's lack of cooperation, this may involve legal action. Consumer Affairs also informed me that they would close my case but retain a record of the communication.After careful consideration, my wife and I are now seeking your assistance in resolving this matter.

  Business Response

  Date: 12/24/2024

  To whom it may concern,

  I am afraid we will not be able to find much resolution to this matter. The consumers improper and incorrect interpretation of Withnell's certified form is the source of the misunderstanding. The columns of Y and N represent a pass or fail for the inspection. Per the form the vehicle in questions passed on all lines. Note the N/A (not applicable) marked on power steering fluid and clutch cylinder fluid because this vehicle has electric power steering and no external clutch fluid because it is an automatic transmission. More importantly this form does not qualify the vehicle for the "Hyundai Certified Used Vehicle" program. That inspection was performed with a tablet interfaced to the onboard diagnostic of this vehicle. Pictures and multiple inspection results where uploaded to the Hyundai system in order to certify this vehicle officially. I am surprised Hyundai was not knowledgeable in this or able to provide the consumer with this information. In basic summary, the form was not improperly filled out. The form has 71 lines but some of those lines represent multiple points of inspection. For instance wiper blade operation represents three points of inspection. Carfax is reporting the Hyundai Digital Certification Inspection which is done electronically and does not even represent the form presented by the consumer, that is for Withnell Certification. The Vehicle has two certified extended warranty policies active, Withnell Certified and Hyundai Certified. I encourage the consumer to have the *** checked at any trusted Hyundai dealer to see the certified policy is active and in effect. The information for the Withnell Certified policy is with their purchase documents. The vehicle also has two open campaigns that should be completed by any Hyundai ********************* at the customers earliest convenience. We are available to perform the campaigns and answer any further questions.

  Thank you,

   

  Withnell Hyundai

  Customer Answer

  Date: 01/18/2025

  I appreciate the opportunity to follow up on the matter regarding Withnell Motor Company's response on December 24, 2024.

  While I recognize and appreciate the dealers prompt response, I remain unclear about their explanation concerning the documentation submitted to CARFAX and Hyundai Consumer Affairs, specifically regarding their internal 71-point checklist and the 173-point inspection reported to CARFAX.

  The dealers response indicates that their 71-point inspection form is a pass/fail document. While I understand their approach, I believe the use of binary answers (yes/no) for certain questions, such as Is there any smoke when operating the engine? or Are there any abnormal engine noises? can create confusion. This ambiguity, especially when paired with no follow-up clarification, is problematic. I initially raised these concerns with the dealership on May 10, 2024, but unfortunately, my inquiries went unanswered. The dealership failed to return my calls or address the issues I raised.

  Given this, I contacted Hyundai Consumer Affairs. When they sought clarification regarding the inspection reports on July 18, 2024, I was informed that Withnell would not release the report, citing confidentiality reasons. Subsequently, on August 14, 2024, I reached out to ****** to obtain a copy of the 173-point inspection. However, on September 19, 2024, ****** informed me that they were unable to obtain any inspection reports related to our vehicle.

  The central issue here is not a misinterpretation of Withnell's certified form, but rather the dealers failure to address what they have categorized as a misunderstanding. This misunderstanding was compounded by Withnell's lack of response to inquiries from both Hyundai Consumer Affairs and CARFAX. As a customer, I question why I had to escalate this matter to multiple parties, including being directed by Hyundai Consumer Affairs to contact the Better Business Bureau, when the situation could have been easily addressed.

  At this point, I am left wondering what I would gain by continuing to push this issue, only to be reminded of my perceived misinterpretation of the dealers intentions. All I have sought is reassurance that the vehicle was in the condition as advertised, yet I have been unable to obtain even that assurance.

  Thank you for an opportunity to respond.

  Best regards,
  ******* ********

  Business Response

  Date: 01/28/2025

  Per the BBB clarification questions: The customer has a copy of the inspection and uploaded them to the complaint. The vehicle was advertised as a certified used vehicle. I will reiterate, the vehicle has dual certifications. One certified contract provided from Withnell Motor Company and another because it passed inspection and qualified for Hyundai Certified Used Vehicle certification.

  To the consumer,

  I will reiterate previously stated information. Our internal form is simple and binary because it is not required for Hyundai Certification. For Withnell certification we understand our own internal documents. We upload the result of Hyundai's inspection digitally directly to Hyundai. Hyundai consumer affairs gave you bad information in regards to us not releasing the report, because it is not our report and we have no way to retain them. It is their certification process and they have the information. It is apparent by this continuance that you have not taken any of the previous recommendations.

  YOU NEED TO SCHEDULE AN APPOINTMENT WITH ANY TRUSTED HYUNDAI DEALER. (Obviously we are not that facility or we would not be communicating through the BBB) Your vehicle has software updates that should be performed. One is for the battery management system. It is important. At that time I encourage you verify your certification, that is what this complaint is in regards to after all.

  In regards to the misunderstanding, what issue or mechanical failure are you having with the vehicle? What expansion of information are you looking for if the vehicle had no problems during the dual inspection that was performed? What reasonable explanation or resolution is available in your perception?

   

  Best wishes,

   

  Withnell Hyundai

   

   

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22724898
  
  I am rejecting this response because: On May 7, 2024, my wife and I purchased a used 2022 Hyundai Tucson from Withnell Motor Company in Salem, ******. The transaction, while typical of many car purchases, involved some negotiation and price adjustments,we were willing to pay a premium for the vehicle, as we were assured it had undergone a comprehensive inspection, including an in-house 71-point inspection and, according to CARFAX, a 173-point inspection.
  However, discrepancies regarding the certification process prompted us to seek clarity on how the inspections were conducted and whether our decision to pay a premium was justified. After more than 100 interactions,ranging from initial inquiries to formal complaints with the Better Business Bureau, we have yet to receive a satisfactory resolution.
  Withnell Motor Company has largely responded with evasions.They have claimed that the inspection reports are private and, in their communication with the BBB, stated that Hyundai Consumer Affairs provided incorrect information, asserting that the inspections could not be shared because they were not the dealership's proprietary reports and could not be retained. However, we possess a copy of the in-house 71-point inspection, and CARFAX documentation identifies a 173-point inspection process for which Withnell Motor Company has indicated they are unable to retain.
  Furthermore, Withnell Motor Company had ample opportunity to address our concerns over the past nine months but chose not to engage. Their lack of response and failure to provide the requested reports have escalated this matter, resulting in an unproductive back-and-forth that places blame on Hyundai America, CARFAX, and, ultimately, us as the buyers.
  While we take full responsibility for our decision to purchase a Certified Used Vehicle from Withnell Motor Company, we advise prospective buyers to exercise caution. **************** should go beyond basic transactional interactions, and transparency in the inspection process should be a fundamental part of any vehicle sale.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:11/28/2022

  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.

  FCA case number ******** We had this van brought to the dealership 9/28/22. As of today 11/28/22, two months later the van is still sitting at the dealership with no resolution to get it back on the road. This is a 2022 Ram Promaster ****. The dealership is at the mercy of ** Tech who does the computer work for FCA. ** Tech has done nothing to get this resolved. I am hoping that a BBB complaint will get this escalated with FCA, ** Tech, and Stellantis the parent company of FCA. I have 7 vans for my company and 3 are 2022 Ram Promasters. 2 of those are down with computer/electrical problems one in Salem, OR at Withnell and 1 in ********, ** at ****** Dodge. I have 1 spare van for these circumstances, and it did not become a critical issue until the 2nd van went down leaving me with no spare and a van actually down down. I need help here.

  Business Response

  Date: 12/06/2022

  See attached response

  Customer Answer

  Date: 12/15/2022

  Not resolved yet. No change since I filed the claim except that I was able to get high level people from Stellantis (owns FCA) involved. 
  
  I did hear this morning they think they fixed the vehicle. 
  
  I am waiting for confirmation. 
  
  Thanks,
  *******************
  ************

  Customer Answer

  Date: 12/16/2022

  The vehicle was finally fixed and picked up last night. 
  
  You may close this case. 
  
  Thanks,
  *******************
  ************