Complaints

This profile includes complaints for Laurel Motors Holding Co's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Laurel Motors Holding Co has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Laurel Motors Holding Co

  933 Eisenhower Blvd Johnstown, PA 15904-3320

• 

  Laurel Motors Holding Co

  135 Ford Dr Windber, PA 15963-2605

• 

  Laurel Motors Holding Co

  1880 Bedford St Johnstown, PA 15902-3426

• 

  Laurel Motors Holding Co

  RT 30 East&West Box 324 Latrobe, PA 15650

• 

  Laurel Motors Holding Co

  737 Scalp Ave Johnstown, PA 15904-1638

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:10/30/2024

  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 business is refusing to honor the warranty. I took my vehicle to be serviced on 10/8/2024 and the business stated there is nothing wrong with my vehicle. My vehicle broke down 10/24/2024 due to the internal engine failure. My vehicle is covered under warranty and the business refuses to honor the warranty although I have submitted all necessary documentation.

  Business Response

  Date: 10/31/2024

  We as a dealership have not denied warranty repairs on the customer's vehicle.  The denial of coverage has been determined by Hyundai Motor America directly via electronic correspondence.  The reason of denial was due to "exceptional maintenance neglect" determined from requested images of the engine internals and maintenance records supplied by the customer upon request.  Please see the attached document determination directly from Hyundai Motor America.

  Customer Answer

  Date: 11/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Laurel Hyundai has been negligent in the care of my vehicle and my case. 
  
  The first issue is that I took my vehicle to the Laurel Hyundai dealership service department on October 8, 2024. I verbally stated that the vehicle was not shifting appropriately and was not always accelerating when pushing on the gas. This issue occurred when the vehicle was stopped and also in the middle of driving. I knew something was wrong and asked that they look at the transmission/engine because my Hyundai Tucson is still under warranty. I bought it from this dealership brand new in 2018 and it only has ****** miles on it. The response was that everything was fine and they suggested a throttle body cleaning and for the spark plugs to be replaced. I did have the throttle body cleaned but had intended to have my spark plugs changed elsewhere. They charged me ****** and sent me on my way. 
  

  On October 24, 2024 at approximately 6:45 AM, my car shut off on my way to work. I had my vehicle towed to Laurel Hyundai. I left a voicemail at 6:57 AM and called again during my lunch break at 11:13 AM with no response. Theyve stated that their service department received no voicemail. If this is the case, someone at Laurel Hyundai did receive the voicemail, and as a consumer I would hope that whichever department received the voicemail would have relayed the message. Finally, my husband went to Laurel Hyundai on his lunch break at 1 PM to drop off a key and see what was happening. They stated that they werent sure whose vehicle it was because one of the people I carpool with had AAA and that is how my vehicle arrived there but that after typing in the vin number they did see my name come up. I still wonder why I didnt receive a phone call from them once determining this. I was finally able to speak to someone on the phone at the end of my work day. When I stated that I had just had my car there on October 8th. The response was yeaaah and when I said, Dont you think thats a problem?, again the response was yeaaah. There still has been no explanation as to how or why this is the case. 
  

  I went days without receiving any updates from the service department. I was patient because I knew that it was not a planned service and they are a business that has schedules and other customers. When they did call, they stated the vehicle has internal engine failure. I still havent been told what caused that. There was no acknowledgement that this could have been avoided had they been more thorough in car care when I took it there on 10/8/24. The call then came that I need to provide all of my service receipts as soon as possible, specifically for oil changes as corporate was looking for gaps in car care. I keep my receipts in the vehicle, so I went to the business. While there, looking for the receipts, I continued to feel rushed. When I had what I thought was all of the receipts, I was trying to go through them and the service desk technician said they will do that for me. I responded that Im just trying to check to make sure theyre all here. The technician stated they can do that. When I said Im not sure if theyre all here, the technician said thats okay. If I had known that this was a one and done situation with the dealership to corporate, I would have felt more comfortable taking the receipts home to make sure I had them all. In fact, I did not have them all accounted for and this is part of the reason that my warranty has been denied. 
  

  Additionally, I was never offered the opportunity to pay to have the vehicle fixed. A price was never mentioned to me and there was no discussion of paying out of pocket. They called and said the warranty has been denied and that they needed a few days to get the car back together because some gaskets needed to be replaced that broke while taking it apart but that then I should have it towed elsewhere. 
  

  As a customer of this business, Im appalled with the lack of customer service, vehicle care, and attention to detail in the service department. I love my Hyundai. When I bought it, the sales team was wonderful. Ive spoken highly of this business and vehicle. I actually even encouraged a friend to get one, and she currently has the 2023 Hyundai Tucson bought from their dealership. I would have continued to utilize their business for years to come. Thats changed from this whole experience. In asking others for advice on what to do, Ive found two other people who have had similar situations with the care of their vehicles in the service department at Laurel Hyundai. This has been an incredibly trying and stressful situation to be in while maintaining a full-time work schedule out of the home and continuing to live life as normal. I hope that my experience can at least help others avoid a situation as such.
  
  Thank you for your time.
   
  Regards,
  
  ***** ********* (******)

  Business Response

  Date: 11/06/2024

  In response to our previous reply in regard to the customer's original case posted,

  Reviewing the first repair order from 10/8/2024, this complain was not of an engine running drivability issue.  It stated a concern of transmission shifting concerns. The vehicle was given a general diagnostic in addition to the concern of a moving / power delivery issue from the transmission not shifting properly.  Since this concern was not replicated during the service visit and no diagnostic fault codes were retrieved a recommendation for extended maintenance were recommended due to a lack of history of services performed at our dealership.  ***** services were recommended for both the mileage on the vehicle, as well as potential repairs for intermittent sluggish performance.  The vehicle ran and drove properly at this time, whereas it arrived the second visit towed in and not running.

  The cause of internal engine failure was an exhaust valve on cylinder #3. Detailed explanation was provided on the repair order supplied when the vehicle was towed from our property on 11/4/24.  The tow truck arrived unexpectedly to pick up the vehicle without the customer present, so no formal verbal discussion was able to be presented to the customer at the time of removal.  The same reason for an out-of-pocket repair estimate was never presented to the customer.  The vehicle was removed by a third party without prior communication from the customer.

  The only sense of urgency addressed to the customer on providing the maintenance records in a timely manner was due to the customers repeated requesting of a loaner vehicle, which cannot be provided until an authorization determination is received by Hyundai directly.  The sooner records can be provided and submitted to Hyundai, the sooner a determination can be received and alternative transportation can be provided.

  If the customer would provide additional service records for a new submission to Hyundai for review, they can email them to our dealership and will be submitted as a courtesy. The customer also can open a case with ********************** customer relations by calling ************.   Again, Hyundai Motor America is the final decision maker on authorization or decline of repairs.  They have made a decision based on both the customers supplied records as well as images of the vehicles valvetrain submitted prior to requesting maintenance records.  The determination of decline has been based on more factors than customer supplied maintenance records.  Again, I want to stress this determination of decline of repairs was not made by Laurel Hyundai, it came from Hyundai Motor America directly.

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  They changed tires in my truck and stripped lug nuts on my truck. Every nut is golden and I have a stud that is completely stripped and I cannot remove it. I called them about it and that said it would cost 150 and he's to come out and repair it.

• Initial Complaint

  Date:10/14/2023

  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 purchased a new 16 Toyota Tundra for $42950.18 in 10/2015 from Laurel Toyota. This purchase included a limited powertrain warrenty called "Laurel for life." If I had all the required service maintenance done by a certified mechanic the power train would have a lifetime warrenty. I dont know the exact date/mileage when I first noticed the engine knocking but I expressed my concern at that point and everytime I went in for service after that. It was finally documented 3/21 with 92,572 mi. I was told that it was "normal". Since I did not agree that this was "normal" I continued to keep telling them at every service appt.. I was told over and over that this was a normal sound and was not taken seriously. This noise continued over the years. I had a 6 inch lift put on the truck in 10/22 with no change in the noise. I did my own research into possisble causes and found that it was not a normal sound and several people who had this noise had major engine damage occur eventually. I then called the service manager at Laurel Nissan for help because she had been great when we purchased a car for my daughter that had major problems with it. She passed my concern on to the service manager Chris at Toyota. I received a call from him and he had me drop it off. I dropped it off and they called the next day to say they found an issue with a bad lifter. This is covered under the "Laurel for Life" warrenty. He said they had to submit it to their insurance claims department and would get back to me when they got the approval to move forward. I got a call 2 days later saying that they were not covering the problem because I had a 6 in. lift on the truck. First, I have documentation stating that back in 3/21 that I was concerned about the noise long before the lift was installed. Second, if they knew this wouldn't be covered because of the lift on it they would have known this when I dropped it off. You can clearly see the lift so why would you even go through this whole process?

  Business Response

  Date: 10/17/2023

  Mr.
  **** brought his vehicle into our Service department on 03/08/2021 with the
  concern of “Hears valve tapping when cold, goes away after warming up, wants to
  know if normal.” At that time, we were unable to duplicate the concern. Mr.
  **** then brought the vehicle back in to the Service department on 10/04/2023
  with the concern of a “Ticking/slapping sound from engine on cold start.” The
  vehicle was dropped off the night prior and upon a cold start, we were able to
  verify the concern and found a stuck lifter to be causing said noise. We called
  the warranty company to see if we could get the claim approved. The warranty
  company denied the claim due to the truck being equipped with a lift greater
  than 4 inches as well as not having all maintenance completed as per the vehicles
  owner’s manual. Mr. **** did not complete all the services as outlined in the owner’s
  manual, at the mileage intervals stated by the manufacturer. Services not
  completed include Tire rotations, Engine air filter replacement, cabin air
  filter replacement and engine coolant replacement. At the time of vehicle
  purchase, Mr. **** signed the “Lifetime Powertrain Limited Warranty” form that
  states in section 6, number 1. “You are required to have ALL of the
  manufacturers recommended vehicle maintenance services (as specified in the owner’s
  manual) performed within one thousand (1,000) miles of the recommended service
  intervals at a licensed repair facility of your choosing.” As well as section 9
  (Exclusions), number 13. “Repair or replacement of any part of the vehicles powertrain
  components, exhaust system or suspension system has been modified in a manner
  not approved by the manufacturer.” Furthermore, he also was presented with and
  signed the “Customer Acknowledgement Form” which reads as follows: “By signing
  below, I understand that it is my responsibility to have ALL required scheduled
  maintenance completed in accordance to my owner’s manual… Failure to comply
  will result in immediate forfeiture of lifetime powertrain benefit...”  A lifetime Powertrain warranty was provided to
  Mr. **** with the purchase of his vehicle, at no cost to him. The provisions of
  this warranty were not properly followed, resulting in the denial of the claim
  by the underwriters at the warranty company. 

  Customer Answer

  Date: 10/17/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I do not accept the response from Laurel Toyota because all necessary maintenance was completed within the timeframe stated in the owners manual. They should have advised me to leave the vehicle back in 2021 when the issue was originally brought to their attention before any modifications were made to the vehicle and the probelm could have been resolved at that time but they chose to disregard my concern as something normal. ( just an fyi modifications stated by Laurel Toyota have nothing to do with the lifter problem as it was an issue beforehand anyway) I also reject their claim that this was only brought to their attention on 2 service visits. This was brought to their attention at every service appointment from that point forward they just chose not to document it and now I can see why. I also provided all service receipts to them proving all service was completed on time as per owners manual so I don't know why they included that in their response? As a business who acts like they are so involved with the community surely isn't treating a verteran with the same respect and appreciation as other businesses in our area. I hope others read this on the BBB site and choose not to support a business like this I know I surely won't as well as numerous members of my friends and family. 
    
  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:08/16/2022

  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.

  Had work done on my truck on 07-15-22 changed ignition coils and plugs said that the truck was under water at some point paid them picked up the truck only to find out the mis is still there can't get calls back when I do get in touch they give me the run around

  Business Response

  Date: 08/17/2022

  We are actively working to get this customers issue resolved. The service manager is handling this directly and will have a resolution for the customer asap. 

  Customer Answer

  Date: 08/17/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
   
  
  Regards,
  
  
  
  **** *****