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:07/20/2024

  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.

  I haven’t even had my car 6 months and it’s already messed up 6 times. They swear they’ve put new parts on my car , but I am now already having issues with it again. I just got it back on Monday. The owner of the business refuses to talk to me in person, he refuses to let me trade my car in for something more reliable. I am a single mother of 2 and can’t keep forking out money every other week. Please help me

  

  Business Response

  Date: 07/26/2024

  We are informed that a customer has purchased a vehicle and has been having some issues. We sold a 2011 Hyundai Santa Fe with 119k Miles on November 8th, 2023. At the time, this car was 12 years old and at the request of a budget from our customer, this vehicle fit their needs. We were contacted about a starting issue in January likely mechanical sensor/battery due to colder weather which we addressed at no cost to the customer. Not again until May of 2024 were we contacted that there was another issue with starting. We then diagnosed a possible alternator/starter issue which was ALSO covered under warranty less the customer's $100.00 deductible. (Warranty also covers a rental/loaner vehicle) Now as of July 26th, we serviced her vehicle again just to find that a simple starter wire was loose that solved the new issue. Being that this vehicle is now 13 Years old and over 130k miles, I strongly believe these are MINOR issues that can certainly pop up without any warning signs prior no matter how "Great" of a dealership you are. We have never "left our customer out to dry" so to speak and have always been willing to work with her on the (3), not 6 times that we have had to help. This is now 8 months later, not 6 months as the customer stated, and the customer has also put over 14k miles on the vehicle in that short time, so to say this vehicle isn't reliable is quite a negative remark. Vehicles of this age and higher mileage can certainly command a little more maintenance than a vehicle that is newer and with lower mileage, however, this little bit of maintenance per the mileage driven on this vehicle in such a short time surely is not out of line in our opinion.In closing, this customer hasn't spent more than any average person would have to in regularly maintaining a 13 year old 130k+ mileage car. We report all of our work to ****** as well being a ****** Advantage dealer so it is simply there for anyone to see what/when this vehicle has been serviced. We would love to make the customer happy and trade to another vehicle but unfortunately due to privacy reasons that I can't discuss publicly, this is out of our control and disallows that to be done. I, as the owner, have never been personally contacted nor have been told that I was supposed to speak with the customer as I can certainly explain the same that I am writing here and I feel we have been very fair in customer dealings and upholding our customer service reputation to take care of ours in the best way that we can.Please feel free to reach out with any more questions or concerns and we'd be happy to assist.