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:06/12/2025

  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.

  Requested repair testing not fully explained resulting in testing needing to be completed again at my expense 2 time

• Initial Complaint

  Date:04/04/2025

  Type:Product 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.

  I purchased a vehicle service contract ($2550) on my new car on 11/16/2024. After an accident on 1/7/25 the car was totaled. We did NOT buy our replacement car from Key, so we contacted **** (in finance) to get our money back on the unused portion of the service contract. We were told our refund should be about $2400 and we had to wait weeks for them to process. It is now April 3, 2025 and we have not received a check and **** has not returned any of my calls.

  Customer Answer

  Date: 04/16/2025

  ********

   

  Thank you for reaching out. Yes we received the refund a few days after contacting you. Thank you again.

   

  ****** ****

• Initial Complaint

  Date:01/23/2025

  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.

  Buyer beware. I purchased a 2025 ***** ****** from this dealership, and the car has been in for service longer than I have owned it. Key Buick and Buick's corporate office intentionally sold me a new car that had known issues. Several people at the dealership made it clear to me that this car is notorious for its problems.
  
  Buick and Key Buick completely disregard consumer concerns, causing significant stress for customers who buy new cars but cannot drive them while still being responsible for payments. The service department, corporate technicians, and local technicians have yet to identify the issue with my car. Despite this, they refuse to offer a dealer buyback or change of collateral. My overall experience with Buick has been the worst, and I would not recommend doing business with this dealership or Buick as a whole.
  
  The vehicle's computer system crashes and reboots. This has occurred in the presence of the Service Tech, Service Manager, and Service Advisor. The dealership has replaced the radio and telemetrics and performed an update on the Wi-Fi, yet the car's computer system continues to crash. The screen will go black, and all error messages will display as if there are engine problems. The first time this happened, I was driving on the interstate. No one seems to consider the safety of the consumer.I have 2 videos of this error taking place on the car.

• Initial Complaint

  Date:01/03/2025

  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.

  Dates of transactions: 8/22/24 and 10/15/24. Amount of money paid: $1782.57. Business committed to repair my 2019 GMC ****** *****; ADAS/Safety systems and features through recalibration/sensors and cameras check and full diagnostics as well as replace the battery. Dispute: My vehicle was not repaired and while in their shop it sustained additional damages; the fire next to the battery was damaged (they glued it rather than adequately replace it etc., my power Lift-gate was damaged; would not open automatically and clips were missing on each lift post along with an etched line across the whole inside of the liftgate. Upon picking my vehicle up I voiced my complaint to management; the Service Manager (**** *****), Service Advisor (******* *******) and General Manager (****** *****). I verbally, in writing and visually pointed out the issues supporting my complaints but the General Manger dismissed my complaints without even viewing them with me but told me he supports and believe his employees. So, I’ve had to replace my electric liftgate posts and clips, search for body shop to fix etched damaged liftgate and currently have my vehicle at another GMC Dealer to fix the ADAS safety system/recalibration/diagnostics all over of which I paid Key Buick GMC, Key Auto Company to do.

• Initial Complaint

  Date:12/04/2024

  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.

  On my last vehicle maintenance I was told that my 2020 Hyundai ****** had a recall on the fuel pump and I would be notified when the parts arrived to replace the fuel pump. I received a call a few days later and said that Key Hyundai of Jax Fl has the parts and made an appointment for today 12/03/24. When I arrived the service consultants told me that the parts wasnt in?!!! I said why did you call and make my appointment if the parts were not there. The service consultant ****** ******* then told me that the ONLY the Hyundai system is down and now cant check further. Meanwhile there were other Hyundai cars behind me being checked in. I said why did you tell me that the system is down when clearly others same make cars are being entered. ****** had no response and I asked for his supervisor. The supervisor **** was very rude and unprofessional. She did not offer any apologies only to give a sob story about the appointment lady who made my appointment no longer works for the dealership. **** left I went to the waiting room and she came back with no answers other than to reschedule. I took off from my employment based upon their appointment given to me for the recall. Sad to say everyone I encountered was very rude and their attitudes were deplorable. I asked for their corporate number and contact information and was given a number for customer care. I researched the ********************** information and found out that Bill Lynch is the owner of the Key Dealership at ********************************. Also, their floor receptionist acted as if I was disturbing her when I asked for the branch manager. Now I have to take another day off for their ineffective practices. Note, no one called me to advise there was still missing parts for my recall!!!!!!!!!

• Initial Complaint

  Date:04/30/2024

  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.

  I bought my car in Oct 2023 had my car for approximately 2 months. The car came with a warranty and as extended warranty as well as and. gap insurance. I took the car donkey Hyundai in December with warranty and they fix my cam shaft and evvt. In order to fix that you have to remove the timing chain and cover. However I got the car fix because it was under warranty. Took it back a month later after it was being fix for the same thing. I took it back for the same thing because it kept cutting off and shutting off on me. They fix it because it was under warranty but they half fix my car. Took it back in March for the same thing then they tell me that it’s not covered under warranty and they can’t fix it. It was never warranted. It’s been back there to key Hyundai 3 times since December for the same thing and now it’s over 1k miles warranty they refuse to fix it. If they fix the underlying issue back in December I wouldn’t have to bring it back a 3rd time. It been there now for 39 days and on the 20 day I got a diagnostic bout my car and they refusing to fix it because it’s over warranty. I just want my car fix cause it was never fix the first time.

  Business Response

  Date: 05/10/2024

  We are sorry you are having issues with your vehicle. Please contact your service advisor ****** ******* for assistance. He will be able to tell you what is covered under warranty and what is not.

  Customer Answer

  Date: 05/10/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  No they did not fix y car and I surrender the car because of delayed response. 

  
  

  Regards,

  
  

  ****** ******

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 05/13/2024

  My car has been surrendered to Credit Acceptance because my engine is completely gone after the bad attempts that Key Hyundai have made towards my **** *** that they informed the warranty company at the time that , the problem was that. Turns out I was informed code 017 is for my timing chain, adjuster, etc for the new damages they said that was covered under warranty. However y while complaint is I brought into you 3 times in 5 to 6 months I have hade it with the same issue. Every time and u just fix what u wanted to. The timing chain should have been done first that the part before the **** ***. Why wasn’t it done. My car has not been warranted correctly and it’s not fair for me to bring it to u with the same code each time and I inform u of that code and I tell me it means something different now that I don’t have warranty. Kareem basically told me my engine was gone in a nut shell. I now have a big balance on my acct possible repo, on a car that I feel should have been fix correctly the first time. I had 89k now It’s 101. I was treated and done unfairly and they had my car for a month and refuse to fix and I kept asking per text messages about my car I can copy and paste those if I stil have them I did deleted but can reach Att if I need to.

  Customer Answer

  Date: 05/13/2024

  I would like to have a car or a refund it wasn’t fair to me and I wish someone could research this for me please. It shut off in the middle of the street every time with the same code of p17 with some other codes. P17 is so familiar because that’s what everyone said when I got it diagnosed.

  Business Response

  Date: 05/22/2024

  We cannot be held responsible for issues that are outside the factory warranty. Please speak to your service advisor for further assistance. 

  Customer Answer

  Date: 05/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ****** ******

  
  

  
  

  
  

   

  Customer Answer

  Date: 05/22/2024

  I want it to be fair and if necessary I would like all my payments I put into the car including down payment for buying this lemon. If not a replaceable car. That’s it. I’m done  ************ is my number

• Initial Complaint

  Date:02/13/2024

  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.

  Our Hyundai ****** has been receiving service at this location for 2+ years now. The service and communication has been going steadily downhill. We are too often at this dealership seeking answers and repairs on the vehicle which only has ****** miles on it. It seems like it is a monthly occurrence at this point. The vehicle was bone dry of oil, and not a single drop remaining when I took a look at it from home. Multiple times we have gone to the dealership for repairs, and they are telling us there are no issues. There is clearly an issue that is at hand.We created an appointment 10 days out to drop the car off on 2/8. There was no warning on the site of any kind that their main shop is closed, and all they are able to do for the day were express services. The express shop in this instance is not equipped to handle this issue. I wasted 2 hours of my morning away from my job to take care of this issue, and I received not a single ounce of help from any of the advisors at the location. They did not seem equipped to handle any questions, and repeated the same things over and over again. I was told the next available appointment would not be until 19 days later, on the 27th. How is there no warning on the site when making an appointment that the main shop is not open. This caused me to miss out on 2 hours of my morning, alongside lost money from job. I have now contacted the service rep 2 times that is our main contact every time we have brought in the vehicle, and have not received a response from anyone. I am seeking resolution for this issue ASAP as this has been an nightmare to deal with since they are clearly not repairing the vehicle each time that we have come for service. This business has no professionalism from any of the people that we spoke to on the 8th, and they were not in any hurry to provide a solution to my issue as a longtime customer. This issue should be handled ASAP by this business.

  Business Response

  Date: 02/14/2024

  We apologize for the inconvenience. Our shop is doing the best we can to keep up with demand. If you are still having concerns, it may be best to try another Hyundai dealership to see if they can get you in sooner.

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 November 28th. I took my car into Key Buick Hyundai on Southside Blvd service center for a recall. I received the information it took me almost a year to even get in for an appointment that worked with my schedule and theirs. They had my car for 8 hours for two recalls a junction box and anti theft updates. First thing that went wrong is I tried to call many times and got no answer and then spoke with the receptionist she stated she would leave someone a message when she can get someone. Now I'm in a panic because two people started it would be about 6 hours. I dropped my car off and they gave me a ride to work. About 8 Minutes away from their facility. I continue to call them I email my rep and he sends back not completed. It has now been 7 hours. I ask will it be ready by 430 which is when I got off no response. So I call her finally answers and tells me he will call me back when he checks. So I get the call stating it's ready. I said I need a ride he says it's scheduled I said no for 430. This young man I guess was too busy to care about the customer. So I picked my car up merge onto 295 with left blinker right blinkers comes on with it. Now I didn't just decide to make a complaint here. This is after a text a voicemail and a survey complaint not to mention a phone call this morning speaking to two people. The first guy stated oh it sounds like your car is having issues he wasn't even listening to me the second guy said oh it was just a software update. I said that made my vehicle worse. He started well a diagnostic would have to be done and then we go from there. I thanked him for his time and left it at that. I have now decided to make this a official complaint. My car was not doing this before they touched it for whatever they did. For them to be so rude during and after is unacceptable. I would like the recall fixed correctly and not given excuses please. Thank you

  Business Response

  Date: 12/18/2023

  Response from service advisor **** ***: This customer came in for recalls but didn’t mention she was
  having an issue with her vehicle, ****** was helping her out. She called back I
  believe a couple days later and I spoke with her and she stated that she was
  having an issue with her blinkers that we didn’t fix. I then let her know that
  nothing was mentioned about her having any issue with the vehicle and our Techs
  simply performed the requested recall. I did also let her know that if she is
  having an issue like that we would be happy to look at it for her and if its
  related to any recalls there would be no charge. She then was unhappy because
  she didn’t have time. 

  Regarding the time it took to complete the recall, we have been very overwhelmed with handling the anti-theft recall for Hyundai. It is regretful to hear that our communication was poor. Please understand it is not our intention to ignore this customer. Simply put, there is more demand for recall services than we have the capacity to handle in a timely manner. 

  Customer Answer

  Date: 12/18/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  
  

  Regards,

  
  

  ******* *****

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 12/18/2023

  I didn't have an email issue with my blinkers until after their software update. After I made this complaint I found there is a community online with the same issues after this software update. Reason for the recall was this issue was causing accidents. So if they feel better to lie. No one ever called me back after I answered a survey sent a text and also left a message. If this issue causes someone to hit me then it will be on Hyundai. I'm sorry you don't have enough people but this is a major issue. So you do not have any concern for someone that purchased one of your vehicles. ****** was too busy asked ng me about my radiator service and who does my oil changes. I told him all service maintenance was up to date which after I got my paperwork showed just sy that. Again I never stated I had an issue before calling ming up there, it was after that update that the recall stated issues started. NOT BEFORE

   

• Initial Complaint

  Date:10/23/2023

  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.

  My Hyundai air conditioning quit working. Took it to Key to be repaired on January 4th, 2023. They stated freon was empty and they required a "diagnostic fee" of $216.95 to figure out what the problem is. I paid in full. When I picked the car up they said they could not diagnose the problem and that I should bring it back again. I returned on Sept. 19, 2023 and they stated they were still unable to diagnose the problem. Their solution was that I should bring the car back a third time. I decided to seek another opinion and asked for my diagnostic fee back because they had not diagnosed anything. Key refused. Because I now had no air conditioning it was taken to another repair shop where it was immediately diagnosed with a cracked & leaking hose.
  I reported this to ****** ( Service Advisor at Key) who still refused my refund. To date I have left two voice mails for General Manager Conrad Lunch who has not returned either.

  Business Response

  Date: 10/23/2023

  This is ****** ****** I called you back the same day your originally called me and it went straight to voicemail. Call you back at 4:50PM on 10/23/2023 and left you another voicemail. That call also went straight to voicemail. 

  I am sorry you are having issues with your A/C. These repairs can be difficult to diagnose. ****** says he mentioned that to you when you first brought the vehicle to us. Looks like there was an 8 month timespan from the time we originally diagnosed your vehicle and we did not charge you to look at the vehicle a second time nor were we going to charge you for a third inspection. It's impossible to say if any cracks or leaks were there when we looked at the vehicle. Because of this, we cannot refund you your money because we offered multiple rechecks free of charge. 

  Customer Answer

  Date: 10/24/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  I did not receive any callbacks or voicemails from Mr. ***** or anyone else at Key. The reason there is a time period between diagnostics is because I was told no problem could be found and that tests would be re-run at my next visit, so that is what I did. I dispute that these issues are difficult to diagnose. I have attached the bill and diagnosis from a mechanic who was able to immediately diagnose, repair, and resolve the problem in one visit. I still feel I was charged for a service that was not provided and the fair resolution would be to refund my money. It appears I cannot prevail upon Key to do the right thing here, but I can use this experience to inform others about my perception of the lack of their mechanics' competence and customer service at this dealership.

  
  

  Regards,

  
  

  ***** *****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 10/24/2023

  We are not reimbursing the customer because we offered multiple rechecks at no charge to the customer. It's impossible to say if the issue found at another shop even existed when our techs inspected the vehicle. Our technicians are very skilled and diagnose A/C issues on a daily basis. Threatening to disparage our outstanding reputation will do no good and does not motivate us to help this customer in the future. 

  Customer Answer

  Date: 10/25/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  I have not been reimbursed for a service I paid for but did not receive.

  Regards,

  
  

  ***** *****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 10/25/2023

  We are denying reimbursement to the customer because we inspected the vehicle twice. Once in January and again in September. Impossible to say if what the other shop fixed was there when we inspected the vehicle. 

  Customer Answer

  Date: 10/26/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  My car lost all freon twice. I paid for Key to diagnose the problem and they did not. A different mechanic found the freon leak and fixed it. A freon leak is a freon leak. Interesting that Key is now suggesting there may have been more than one leak and they couldn't find any of them?  

  
  

  Regards,

  
  

  ***** *****

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Dropped off my 2015 ******* Sonata at this location 1 month ago because the engine light came on & and the car was basically in some kind of safety mode. Received a call 2 days later from a Service Advisor claiming they are looking at a 1-2 month timeframe for my car to get fixed. I will add my car is covered under warranty & I believe there has been some recalls. Writing this review today because it has now been a full month without having a car and it has not left the dealerships lot to be looked at. I inquired to the service advisor about a loaner or rental reimbursement & was told those are covered out of pocket (which I unfortunately cannot afford). I love my car & I have never experienced issues like this with ******* before. Experiences like this make me never want to purchase from this manufacturer ever again. I would at least expect them to be a little more concerned with how long this is taking for me to get my car back. To add, when I call the store - I receive no answers except from the front desk & my voicemails to service go un-returned. This has created a huge burden on my life - incurring cost each time I need to go anywhere and my job requires me to go to the office 3 days a week (which I cannot do right now). Considering this is extraordinary circumstance and am I going to be out of my vehicle for an extraordinary amount of time, one would think they would make a better effort to keep me informed & help me out with some kind of loaner/rental reimbursement. At this point it’s tough to even get a call back & I hate to blame the service advisor because he basically has to give every customer terrible news. I spoke with a customer service rep from ******* HQ before writing this & received no help.

  Business Response

  Date: 08/15/2023

  Unfortunately our service department is back logged with work. ******* has inundated us with warranty repair work which is why we are so behind. We will put you on a wait list for a loaner vehicle and let you know when one becomes available. 

  Customer Answer

  Date: 08/15/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  I have not been told where I am at on the waitlist, how long I could possibly have to wait for a loaner car on the waitlist, and nor has anyone reached out to me with an update on my own vehicle. 

  
  

  Regards,

  
  

  ***** *****