Complaints
This profile includes complaints for Long of Chattanooga's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 20 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/03/2023
Type:Service or Repair IssuesStatus: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.
They had my car for over 3 months to put an engine in. never answers, never returned calls, no one ever knew anything, NO COMMUNICATION WHATSOEVER! called them and Hyundai corporate at least 14 times between the 2! they killed my battery and tried selling me a new one even though the battery was literally brand new! FINALLY got it back after 3 months and my AC don’t work, cables weren’t hooked, missing bolts under the hood, my steering column is messed up,etc. I have never ever in my life had unprofessionalism like this. and other than the brand new engine they had to put it because of the recall, I got my car back in worst shape them I gave them in! I begged Hyundai to let it be taken to mountain view Hyundai instead because i knew long service department wasn’t the best. I will for now on drive the 35 mins to mountain view Hyundai before I ever deal with long Hyundai again. even if it’s only 10 mins from my house!Business Response
Date: 10/10/2023
I have reached out to Mr. ****** 10/3/2023, he did call back saying he would return my call back at a convenient time to discuss his concerns. As of today 10/10/2023 i have heard back from Mr. ******. We are here to help out anyway on his concerns.
***** ******
Parts & Service Director Long Hyundai
****************************
*** ************ *******Initial Complaint
Date:10/02/2023
Type:Service or Repair IssuesStatus: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.
Our vehicle is a 2017 Hyundai Santa Fe. We originally brought our vehicle to long Hyundai service department due to engine trouble. After a horrendous experience and dealing with many different people including the manager we got our vehicle back after 6 months. Since then it has been to Long Hyundai twice due to an oil leak caused during engine work. No prior oil leaks until work was done by this shop. At this point we are done with this car and this dealership. We are looking at other vehicles but due to equity it would require money out of pocket or rolling negative equity into another loan. The only solution I am interested in is one that ensures my wife has reliable transportation and does not require me to miss work for that to happen.Customer Answer
Date: 10/02/2023
I am wanting compensation in the form of trade in allowance.Customer Answer
Date: 10/10/2023
Good morning,
I have received my vehicle back from long Hyundai and am happy with the outcome.Initial Complaint
Date:09/26/2023
Type:Product IssuesStatus: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 recently traded in my car I got from them in another state NC so did my parents we filled out the forms and sent it to the cancellations department I was told from that department a week ago that they sent my check for my GAP refund check to the dealership and also my parents check for their CPO cancellation to the dealership last month they just need to be signed and sent to the fowarding address we have provided to them on the form I been getting the run around and then they stop answering if they feel you are pestering them I dont mean to be a pester but if its money due to us that has our credit involved especially if we was paying toward that protection through our car note we would like our money redunded back. I never thought I would be having to come to make a compliant against them for money that is due back to me and my parents. I have been hung up on I have had people just not answer my calls I even left voicemails to have my call returned I have been waiting since July for an update NOTHING!!! my next step is to write the attorney general office and Tn motor vehicle commissions and file a compliant against them. I tried to be patient but my family and I have ran out of patience in trying to deal with this situationBusiness Response
Date: 09/28/2023
After speaking with Mr and Mrs. ****** on September 13th,
2023 it was understood that the check for their refund was sent to their
lienholder (******* ***** *******) on 09.08.23 for VIN# ****** and 09.22.23 for
VIN#******. There was no proof that the vehicles were paid off in full when the
cancellation requests were received. The cancellation requests were mailed from
a dealer in NC on July 26,2023 to the warranty company, which then in return
was forwarded to Long Hyundai. When we received the request, the checks were
issused and mailed within the same week.
***** * *******
Chief Financial Officer
Cell: ************
Long Auto Group
*******************Customer Answer
Date: 09/29/2023
Complaint: ********
I am rejecting this response because now I am having to argue with hyundai capital or hyundai finance whichever one they want to call themselves for money that is due to me
and services their dealerships obviously push and sale knowing you wont get that money back. I will be obtaining an attorney and writing the FTC to investigate any fraudlent mishandlings with all parties i feel are involved in this transaction.
Sincerely,
***** ******Initial Complaint
Date:08/21/2023
Type:Service or Repair IssuesStatus: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.
Since August of 2022, I have been attempting to have repairs done to my 2017 Hyundai Tucson. Long Hyundai of Chattanooga,
*** *** ** ****** *** ************ ******* ** ******** have all neglected to resolve the problem, and I am left with an undrivable car.Customer Answer
Date: 08/29/2023
the complaint with Long Hyundai is resolved and closed. The manager of the parts and service department ***** ****** did a wonderful job resolving the issue and went above and beyond expectations to assist me.Initial Complaint
Date:06/26/2023
Type:Product IssuesStatus: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 name is ******* *****. My son bought a Hyundai Tucson used from the Kia dealership in Chattanooga. It immediately started having issues. It was in the shop for a month while the fixed the transmission. After it got out of the shop we hoped everything would be good. My son said it would still shake when going low speeds. I contacted Kia and they told us to call Hyundai. Hyundai said they would look at it but couldn’t get it in service for about 2 weeks. In the meantime when it was shaking it cause my son to loose control and he hit a post. I called the GM and told him if my frustrations. I told him that we didn’t have rental coverage. He said he would have it towed and he would cover the rental car while in the shop. It was in there more than a month between the auto body and service. When the car was ready I emailed the invoice for the rental car for reimbursement. The GM told me that nothing was wrong with the car and that those car “just do that” and he would not be reimbursing me. I trusted his word. I have called corporate but they can’t do anything. I emailed the GM to ask for the owner, Nelson L*** contact info. I want Mr L*** to understand how dissatisfied I am that I was never reimbursed for something that I was told would be reimbursed.
I am looking for resolution via reimbursement for my rental fees.Business Response
Date: 06/28/2023
Better Business Bureau
Chattanooga TN
RE: Complaint # ********
******* *****
A Kia dealership sold ***** *****
a car and an Extended Service Contract (extended warranty) in March of 2022.
Shortly after, the vehicle had a mechanical concern. Being that Hyundai and Kia
are sister manufacturers, the Kia dealership should have done their own repairs
under their Extended Service Contract and supplied a loaner car if needed.
In May of 2022 the car was brought
to Long Hyundai with a service concern. Long Hyundai performed the needed Turbo
repairs. The customer requested us to reach out to Hyundai USA to assist in
repair cost and loaner car assistance.
As discussed with customer we did. All assistance was declined due to
this being purchased as a used vehicle, out of all warranty, and no loaner car
assistance. It was further discussed to reach out to where they purchased the
car for loaner car assistance.
Repairs were completed, repair
invoice was submitted to Extended Service Contract company for payment. It was
explained to the customer to reach out to the selling dealer and also submit
their rental bill to their Extended Service Contract company for any
reimbursement, not Long Hyundai.
The customer returned days later
with a transmission question, we test drove with customer and discussed vehicle
was performing properly.
Just days later In June of 2022
the car was involved in a single vehicle collision in a parking lot with a
stationary lamp post or pole that resulted in front end damage and air bag
deployment.
The customers selected The Body
Shop at Long collision center for repairs. As with all comprehensive insurance,
rental car reimbursement is a choice while selecting your insurance coverage
and is never the responsibility of any collision repair shop. It was
unfortunate hearing the customer explain they DID NOT select rental car
coverage when selecting their insurance coverage. To offer additional
assistance we expedited the repair to mitigate rental fees and in an act of
kindness covered 50% of the customers deductible.
***** ***** did not purchase a car
from Long Hyundai.
Long Hyundai is not responsible
for supplying rental cars during out of warranty repairs.
The Body Shop at Long is not responsible
for supplying rental cars during collision repairs.
Again, the selling Dealer, the
Extended Service Contract company or personal comprehensive automotive
insurance company should be contacted for any rental reimbursement, not Long Hyundai.
Approximately 4 months later this
vehicle was a total loss due to collision.
These discussions occurred about 1
year ago.
Mechanical problems most of the
time can become an inconvenience. Routine maintenance is the key factor in
preventing mechanical issues. Please except this as a $50.00 voucher on your
future routine service needs or tire purchases as an additional gesture of our
goodwill.
Sincerely,
T L N*******
Long Hyundai
Cc: Mr. Allan L***Initial Complaint
Date:06/23/2023
Type:Product IssuesStatus: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.
Held vehicle for 8 months for an engine replacement. That took multiple calls to cooperate to get resolved. Never got the vehicle back. Traded it before repairs were completed. And have been lied to for months regarding the refund or reimbursement for the cost of the rental vehicle.Business Response
Date: 06/27/2023
We apologize on behalf of Hyundai cooperate for any of their refund delays and miscommunication. We have since issued a customer refund on the local level and will continue to discussions with Hyundai cooperate.Initial Complaint
Date:03/20/2023
Type:Customer Service IssuesStatus: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 attempted to contact the service depart several times up an appointment and get warranty information on my vehicle. I had a check engine light on and was told by another dealership that the thermostat needed to be replaced. I also wanted to know if the vehicle warranty would cover the repair. I was never able to get a response or even talk to someone for longer than 5 minutes. I dropped my car off on 3/16/23 and was sent text messages asking me to approve service for the car, but there needed to be an explanation of the problem, how long it would take, etc. It is now 3/20, and I have yet to get a callback or an update from the service center despite leaving several messages with the front desk and the service manager. The business has made no attempts to resolve my problems, answer my questions regarding the warranty, or give me some kind of update.Business Response
Date: 03/24/2023
Digital correspondence about car status were sent as well as phone calls with voice messages left. Parts ordered and received, work completed and vehicle returned to customer on time. Phone messages had been missed by customer.Customer Answer
Date: 03/28/2023
Complaint: ********
I am rejecting this response because: I made multiple calls to the service center from Friday to Monday with no response. When I dropped my car off I was not told that they would need to keep for 5 days. When the quote for repairs was sent to me it did not state what the repairs or what the timeframe of those repairs was. I did not get an update on my car until I sent a formal complaint to BBB.
Sincerely,
***** ****Initial Complaint
Date:10/26/2022
Type:Service or Repair IssuesStatus: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.
We had our C70 Volvo towed to the dealership on August 28th for a major engine repair. We wer told it would be two weeks before they could get to it. We waited patiently for information, we got a call with an estimate for repair which we agreed to, it is now October 25th and my husband visited the dealership (after being told the car was being worked on for several weeks) locates the car in the parking lot basically the same spot as where it was towed, lifts the hood and no work has been started. He spoke with the service representative who said he thought it was a different car my husband had been calling about! So no work has even started on our car and it will be a minimum of three more weeks before repairs can be done. Since they are the only Volvo dealership in Chattanooga I feel they have an unfair advantage.Business Response
Date: 10/29/2022
**** ** *** **
10/29/2022
Better Business Bureau
Complaint # *********
RE: ***** ******
Volvo
C70
We have received the customers concerns and we apologize.
Our Service Advisor did make a mistake. A Volvo C70 is not a
very common car. At this particular time, there were 2 of these vehicles here overlapping
the same time period and our Service Advisor confused the repair timeline on
the 2 vehicles thus providing inaccurate progress updates to ***** ******. We
have supplied the accurate updates since this occurrence and the repairs are
well underway.
We will do a more thorough job in conveying the proper
updates.
Again, we apologize for any inconvenience.
Volvo Cars Chattanooga re...Initial Complaint
Date:07/25/2022
Type:Service or Repair IssuesStatus: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 wife, ***** ****, has brought her 2020 Hyundai Ionic multiple times for a constant "rattle" sound coming from the back of the car. The sound is constant when the car is in motion. However, when she brings the car herself none of the service techs seem to hear this "rattle" We have sent videos of the rattle as she's pulling out of Long's parking lot with the rattle after the staff made her feel as if she's making this up and sending her off. I ****** ****** ****, then brought the car back Monday and I asked to be in the car when the service tech drove the car. Amazingly, he heard the rattle before we had even left the parking lot. (she had attempted to get a resolution herself MULTIPLE times) I was told they found the problem and would have to order an interior back panel (?) and would need the car for a couple days once this part came in. Now, they seem to have forgotten they said they'd ordered a part (months later) yet they have found the issue and "think" it's fixed. It isn't. And, to my knowledge the "part" I was told was ordered has never arrived. 1. I'm very disappointed that a woman was unable to even be heard and taken seriously by the service department of Long Hyundai & Volvo of Chattanooga. 2. I'm frustrated and the inability to do the job correctly and get this resolved.Business Response
Date: 08/02/2022
08/02/2022
Better Business Bureau
Complaint # ********
****** ****** ****
2020 Hyundai Ioniq
Vin# *****************
Long Hyundai has reviewed these concerns. We have had the
pleasure of servicing ***** **** and the Ioniq at our service department through
many years and many visits. On one particular visit a rattle was brought to our attention. We replaced some clips in the
overhead rear area to resolve the rattle. Squeaks, rattles and noises can
indeed be equally frustrating to experience as well as to remedy. This noise was
mentioned again on July 23rd during an oil change and tire rotation
visit. Unfortunately, our technician failed to identify the noise location
until Mr. **** helped us to do so.
Over 60% of our customers are female. They are treated with
the same courtesy and respect as all of our customers are. If we made a mistake
or error it has nothing to do with gender, it’s just a mistake.
Additional parts were ordered and have an estimated arrival
date of August 3rd and we will be ready to perform this additional
repair. The Parts and Service Director John R*** is personally handling this
repair. We apologize for any inconvenience this may have caused.
Long of Chattanooga is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.