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:06/09/2025

  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 car was towed to crown hyunday dealership for an electrical system issue on May 2, 2025, and I did not receive it back until May 22, 2025. It took Crown Hyundai nearly three weeks to diagnose and repair my vehicles electrical system. This extended delay caused significant inconvenience and frustration. During this time, I was forced to rent a car for the entire month at my own expense. When I inquired about a rental, I was told that it was not their responsibility and that I needed to contact Hyundai customer service. I followed these instructions, but to this day, no one from Hyundai customer service has resolved the issue or offered any assistance.This lack of communication and follow-up was extremely disappointing and only added to my frustration.After almost a month, when my car was finally diagnosed and ready, I was informed that my leased vehicle needed an oil change, which should be complimentary as per my lease agreement. However, I was surprised to find that I was charged not only for the oil change, but also for a new battery that I did not request or authorize. My vehicle had no prior issues with the battery, and I was not consulted before this replacement was made.1. I was charged for an oil change that should be complimentary for the duration of my lease.2. My car was fitted with a new battery without my authorization or any prior communication, despite there being no issues with the original battery.I kindly request:- A full explanation as to why these issues occurred.- A refund for the cost of the battery, oil change, and any related labor charges.- Compensation for the rental car expenses I incurred due to the prolonged service delay.- Assurance that such delays, unauthorized work, and poor communication will not happen in future visits.

  Business Response

  Date: 06/23/2025

  Thank you for the opportunity to respond to the concerns raised by ******************** regarding his recent service experience at Crown Hyundai. We sincerely regret any inconvenience Mr. ******** encountered and would like to address each of his concerns in detail:
  1. Service Delay and Rental Car Costs:
  Mr. ********'s vehicle was towed to our dealership on May 2, 2025, due to an electrical system issue that required a complex diagnosis and specialized repairs. We acknowledge that the total time the vehicle remained in our careuntil May 22, 2025was longer than either party anticipated. Electrical diagnostics can sometimes present unforeseen complications that extend repair timelines, in addition to technician scheduling.
  While our service team made multiple attempts to keep Mr.******** informed of the status, we understand that the extended delay caused significant frustration. We sincerely apologize for any disruption this caused to his daily life.
  Regarding the rental vehicle expenses, as per Hyundai's warranty policy, dealerships are not authorized to provide or reimburse rentals for repairs not pre-approved by Hyundai Motor America. Our staff appropriately advised Mr. ******** to contact Hyundai ************* to request assistance. We regret that his request was not approved and understand his disappointment with the lack of support.
  2. Oil Change Charge:
  Upon reviewing ********************* history and prepaid maintenance coverage,we confirmed that the complimentary maintenance period under his lease had expired at ****** miles. At the time of service, his vehicle registered ****** miles. Therefore, the oil change performed was not covered under the lease maintenance program.
  Additionally, we have documentation confirming that Mr.******** authorized the oil change via text communication. Nonetheless, we regret any confusion this may have caused.
  3. Battery Replacement Authorization:
  On May 21, 2025, our technicians determined that the vehicles battery had failed testing and required replacement to ensure reliable operation. As per our records, a service advisor contacted Mr. ******** and received his approval via text message before proceeding with the battery replacement. This approval was documented prior to any work being completed.
  We assure you that we do not perform or charge for any services without customer consent, and we take such matters seriously.
  
  While we are unable to reimburse rental costs or reverse charges for authorized services already completed, we recognize Mr. ********'s dissatisfaction and are committed to improving his experience for future visits.   
  At Crown Hyundai, customer satisfaction is extremely important to us. We appreciate Mr. ********s feedback, which helps us continue to improve our processes and communication.
  Sincerely,
  *** ***********
  General Manager
  Crown Hyundai

• Initial Complaint

  Date:03/27/2025

  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.

  Submitting a complaint since Hyundai refuses to replace my engine. Ive had oil leaking/consumption issues for about 1-2 years. I first brought it to a dealership closer to my home, where they performed a combustion chamber cleaning. After two oil consumption tests, I was told I was all good. Fast forward about an exact year, Im having the same issue. I brought my vehicle this time to Crown Hyundai, closer to my job. They replaced my gaskets. After another oil consumption test, they discovered I was still in fact burning oil. ******, my service advisor, told me the next step was to replace the engine. Great! I left the vehicle with Crown. All of a sudden, stories changed. I was denied engine replacement. Im still burning and/or leaking oil. ****** told me if Im having any issues, bring it back. Well, yes ****** and Hyundai. I am still having issues! The issue was never fixed! I guess Im just supposed to drive it until the engine fails? That seems extremely careless, and irresponsible on your part. It is clear Hyundai or the team at Crown does not care about the safety of its customers.

  Business Response

  Date: 04/01/2025

  Dear Better Business Bureau,
  I am writing in response to the complaint filed by Ms.****** ******* regarding her 2017 H3131393638333**73137H Santa Fe and concerns about oil consumption and engine replacement.
  We fully understand and empathize with Ms. ******** frustration, and we appreciate her taking the time to express her concerns. We value all of our customers and strive to ensure the highest level of customer satisfaction. Id like to clarify the details surrounding her service history and the steps weve taken to address her concerns.
  Ms. ******* initially brought her vehicle to H3**0363**83434383836H on February 11, 2025, reporting an oil leak. Upon inspection, it was determined that the oil leak was caused by a valve cover leak. Our service team promptly performed the necessary repair, which included the replacement of the high-pressure fuel tube and a recommendation to replace the *** valve. The repair was completed, and Ms. ******* picked up her vehicle on February *******, with a mileage of ******* miles.
  On March 5, 2025, Ms. ******* returned to H3**0363**83434383836H, expressing concerns that her vehicle was burning oil more than a quart per ***** miles. She also mentioned that the combustion chamber had been cleaned at another dealership. Our H3**0363**83434383836H service advisor, ******,documented her complaint and submitted the vehicle for an oil consumption ******* this time, the vehicle had ******* miles.
  Upon performing the oil consumption test, our technician found that the Santa Fe had consumed quart of oil in 966 miles, which is within H3131393638333**73137H USAs guidelines for normal oil consumption. As outlined in H3131393638333**73137H ********************** Bulletin (TSB #**-EM008H), a vehicle is considered to be burning oil excessively only if it consumes more than 1 quart of oil per ***** miles. Since Ms. ******** vehicle was consuming oil within the acceptable limits, it did not qualify for engine replacement under H3131393638333**73137Hs current policies.
  The H3**0363**83434383836H service advisor explained to Ms. ******* that her vehicle was not burning oil beyond the limit set by H3131393638333**73137H USA and therefore could not be considered for an engine replacement at this time. She also assured Ms. ******* that if the oil consumption worsened in the future,H3**0363**83434383836H would be happy to revisit the issue and consider submitting a request for engine replacement.
  I have attached the two service orders from H3**0363**83434383836H,as well as the H3131393638333**73137H ********************* Bulletin regarding engine oil consumption inspection and repair guidelines for your reference.
  In summary, H3**0363**83434383836H has completed the necessary repairs and oil consumption testing as per H3131393638333**73137H USAs guidelines. While we understand Ms. ******** concern, we are unable to proceed with an engine replacement unless the vehicle meets the criteria established by H3131393638333**73137H USA.We remain committed to assisting Ms. ******* should her vehicle's oil consumption exceed the acceptable limits in the future.
  Thank you for your attention to this matter.
  
  Kind regards,
  
  
  *** ***********
  General Manager
  

• Initial Complaint

  Date:12/02/2024

  Type:Product 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.

  Ive been dealing with a nightmare at this dealership for over three months. They sold me a malfunctioning Genesis GV60 that needed multiple repairs right after the purchase. I traded in my 2022 Kia *** a top-of-the-line model in perfect condition, expecting a reliable upgrade. Instead, I ended up with a car that had undisclosed issues, including broken seats and a damaged trunk, which I wasnt told about before buying.On top of that, I was misled about the electric vehicles charging options. The dealership convinced me Id have free charging through *****************. However, I faced poor service and a lack of charging stations in my area. This forced me to install a $2,000 Tesla Supercharger at home just to use the car. This unexpected expense was an added financial burden I wasnt prepared for.I dropped my car off for repairs over three months ago, but the dealership still hasnt fixed it. They initially promised quick repairs but later claimed they didnt have the parts. They even texted me several times to pick up the car, only to last-minute tell me it wasnt ready. Communication has been terriblemy calls, texts, and emails go unanswered, and when I do hear back, its just empty promises.Ive been stuck with poor loaner cars, one of which had a moldy smell and malfunctioning sensors. Ive also been paying for fuel in the loaner for over two months, despite being promised reimbursement, which hasnt happened. Meanwhile, Im still paying my car payments as if I have the Genesis, when Ive barely driven it at all.Ive contacted management multiple times with no resolution. I feel completely ignored and neglected. This experience has been costly, frustrating, and unacceptable. If this isnt resolved soon, Im prepared to take legal action or contact the media. I deeply regret doing business with this dealership and strongly advise others to avoid them.

  Business Response

  Date: 12/12/2024

  Dear Better Business Bureau,
  We are writing in response to the complaint filed by ******** ******** regarding his recent experience with our dealership. We take customer concerns very seriously and would like to address the issues raised.
  First and foremost, we sincerely apologize to *** ******** for the frustration and inconvenience he has experienced throughout his ownership of the 2024 Genesis GV60. We fully understand his disappointment with the situation and acknowledge the delays and issues that have contributed to his dissatisfaction.
  Vehicle Repairs and Parts Availability
  When *** ******** took delivery of his Genesis GV60, we were aware of a malfunction with the Driver Ergo seat. After attempting to order the necessary parts, we encountered difficulties with the **** of his vehicle, which did not indicate that the car was equipped with the Ergo Seat feature. Our team reached out to Genesis directly for assistance, and after considerable follow-up,Genesis confirmed that the required parts were ordered. However, due to supply chain issues, we were unable to provide an immediate fix. As a result, we sourced a part from another GV60 in stock to address the issue.
  Upon installation of the part, we discovered that the leather on the driver's seat cover had been damaged during the repair process.We immediately contacted *** ******** to inform him of the issue and assured him that we would replace the seat cover. We kept him updated on the parts'arrival and made every effort to expedite the repair process.
  Communication and Loaner Vehicle
  We understand that communication regarding the status of the repairs was not always as timely as it should have been. We regret that *** ******** felt ignored, and we have reviewed our communication practices to ensure this does not happen again. On 11/29/24, I personally reached out to *** ******** via text and phone call to provide an update on the status of his vehicle,informing him that the seat cover had arrived and that the repair would be completed by the following morning. *** ******** confirmed he would pick up the car on 11/30/24.
  We also apologize for the issues with the loaner vehicle provided to *** ********* We understand that the moldy smell and malfunctioning sensors were unacceptable, and we regret any inconvenience this caused. We will work to ensure that all loaner vehicles are thoroughly inspected before being issued in the future.
  Charging and Fuel Reimbursement
  Regarding *** ********** concerns about charging the vehicle, we recognize the inconvenience he faced with the limited availability of charging stations in his area. While we did initially inform him about Electrify America's free charging program, we acknowledge that this service did not meet his expectations, which led to additional expenses. To address this, we have agreed to reimburse *** ******** for the fuel costs incurred during the period he was using the loaner vehicle.
  Final Resolution
  We deeply regret the delays and difficulties *** ******** encountered during his experience with us. We are committed to resolving this matter to his satisfaction. As of 11/30/24, *** ******** has successfully picked up his Genesis GV60 with all repairs completed, including the seat cover replacement.We have also processed his reimbursement for the fuel costs.
  Once again, we sincerely apologize for the inconvenience caused and appreciate *** ********** patience throughout the process. We are continuously working to improve our services and ensure a more positive experience for all our customers.
  Sincerely,
  *** ***********
  General Manager
  Crown Hyundai

• Initial Complaint

  Date:07/22/2024

  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.

  Genesis was purchased on 23Aug2014 with warranty service 10 years/ ******* miles.Price of car ********* car is now paid off.Dealership committed to 10 year/******* warranty.Dealership acknowledges car is still under warranty and problem is covered but, won't fix the car.Car has been brought in 4 times for same problem dating back to 02/23, Last three plus weeks dealership won't except car for warranty covered repair.

  Business Response

  Date: 08/06/2024

  We contacted Mr. ***** ********************* about the issues with their extended warranty that they purchased in 2014. I made them aware that it has expired and that is why the Hub assembly was not covered. I offered to submit a PA to Hyundai to ask for assistance in the replacement of the Hub. Hyundai approved the repair at 95% coverage, we covered the 5% as a goodwill gesture due to there long history with us.
  We replaced the Hub assembly on 7/31/24 at no cost to them, they are driving the car at this time with no current issues.

   

   

  Thanks,

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

  General Manager

  Crown Hyundai/Genesis

  
  

• Initial Complaint

  Date:05/15/2024

  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.

  Hyundai 2019 Santa Fe Under warranty-Has an engine stalling issue. 09/07/23 Dropped off car at Crown Hyundai Service 09/13 Pickup. Was told that the issue was likely not resolved but the computer was reset. 9/20 Issue occurred again. 10/09 Dropped off car for second time 10/26 Picked up car. Issue occurred again the same day within 30 minutes of leaving the dealership. Car was returned 11/10 Was told the issue could not be replicated and to come pick up the car. Was told Crown drove the car nearly 100 miles and could not replicate. 11/11 Went to pick up the car. The ****** was filling the vehicle tank with gas for pick up when the stalling issue occurred twice. I went to pick up the car but was told they would keep the vehicle since the ****** replicated the issue. 12/10 Called Crown corporate since no word on car has been provided 12/19 Crown calls and tells me we will get an update on 12/21.12/22 Service manager calls and suggests we are driving the car differently and that is why the issue cannot be fixed. Asks us to drive the car with the tech lead.12/26 Odometer reading is provided after request. Shows car has been driven around 30 miles for issue replication.12/27 -12/28 Drive with tech. Told issue *** not occur if battery is less than 75%. Agree to buy a new battery for further testing 1/9 Told correct battery arrived 1/12 Crown cannot replicate issue. We take the car home unfixed hoping the issue was a battery below 75%.1/25 Issue occurs 1/26 Issue occurs 1/26, 1/29, Ongoing issues 4/17/24 Issue occurs. Send videos of issue to Service manager and main tech. Am told awaiting a rental car being available to bring in from tech. No word from manager.4/18, 4/19, 4/22, 4/25 (three times), 4/26, 4/27 Issue keeps occuring 4/25 Provide three videos to Crown lead tech. Ask when vehicle can be brought in. Am told waiting for rental availability. 4/29 Provide another video of the issue 4/30 Am told still waiting for a rental car 5/14 Creating BBB issue

  Business Response

  Date: 05/28/2024

  The Crown Hyundai Service Team has reached out to ******************** and set an appointment for him to bring his 2019 Santa Fe to the Crown Hyundai Service Facility. When he arrives the service manager and a senior technician will be waiting to test-drive the vehicle with ******************** as to try to duplicate his concern of Stalling/No Start. If we are able to duplicate the concern, we will have a loaner vehicle available for his use. 

  We will continue to work with ******************** to find a solution to his concern.  Thank you for the opportunity to response to ************************ concern.
  
  Kindest regards,

  
  *****************************
  General Manager
  Crown Hyundai

• Initial Complaint

  Date:03/14/2024

  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.

  Hello, I brought my car to Crown Hyundai dealership on January 4 for engine problems on my Hyundai Genisis. After countless calls that went unanswered for weeks, I finally got my car back after paying roughly $1k around January 25th. A few days after getting my car back it dies again from the same issue. We then had it towed back to the dealership on January 27th with our own money, which was supposed to be reimbursed by the dealership, we still have not received that payment. Again, after countless unanswered calls weeks later we find out it will be an additional amount of $1,300. Unfortunately, we had to take a loan out to make that payment. A few days later AGAIN my car dies (on I-4 with my kids) for the exact same problem on February 20th. Again, we had to pay for the towing, which we have not received a reimbursement for this tow either. It is now March 14 and have received little information on my car. I have left multiple voicemails with my direct service man and the service manager. It truly seems like no one cares to fix this problem or pick up the phone to communicate. It is outrageous that this dealership after 3 months of having my car cannot fix it.

  Business Response

  Date: 03/14/2024

  We are going to be refunding this Guest for the Tow bills accrued and suppling them with an explanation of the repairs needed today 3/14/24 (We have supplied this guest with vehicle to drive while there vehicle is at our facility) 

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21431323
  
  I am rejecting this response because: The date you provided that we would hear back from someone (03/14/24) again has come and gone with no one contacting me or my husband (his information is also on file). At this point we do not even know what the issue is with my car (we had it towed back Feb 20th). Also, we have not received any reimbursement on either of the towing cost. As a reminder, it was not till the third time we bought my car to the dealership, we were given a rental car. This was only offered to us after we had complained about how poorly the customer service was. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/08/2024

  Crown Hyundai/Genesis,

  We have traded ******************** out of her car and sold her a New Palisades and we have send her a check for the reimbursement of the tow ins.  this should resolve the issues at hand. 

   

  Thank you

   

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

  General manager

  Crown Hyundai/Genesis

• Initial Complaint

  Date:11/10/2023

  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.

  I brought my car in on October 19th (Thursday) for an oil change, tire rotation, and for a problem with my turbo to be diagnosed and replaced. I must note that I dropped the car off in the evening and had to fill out a form and wrote the number for my car warranty AAC on the form. I was not contacted by an advisor until Monday October 23rd AFTER I had called them first and asked to be called back. The receptionist could not find record of my car being there or who my advisor was. I spoke to my advisor ******* later that evening and we talked about what my car needed and she said she would text me right after (which she did not). The next day (Tuesday the 24th) she got in touch with me to set up a rental car thinking my warranty was with hyundai and I was under the impression that my warranty would cover the rental. She then did not call my warranty company until Friday the 27th to get the parts replacement approved. The warranty company came out on the 31st and had sent her an email of approval, but ******* never contacted me to tell me it was approved or whether the part had come in. I had to reach out myself on Monday November 6th (I could not get a hold of ******* and had to rely on her to reply to me later that day). At that point she told me the warranty would not cover my rental. I returned the rental the next day. I have been fighting since then to get the days that ******* waited to take any action paid for to the rental company by Crown Hyundai. I spoke to **** the service manager Wednesday the 8th and he said they will expedite the process of getting my car fixed and pay for 4 days but I feel that I should not have to pay for all of the days that ******* did not reach out to me or the warranty company. She waited until I had the car for 2 weeks to tell me that it wasnt going to be covered. Both her and **** have had no sense of urgency on this matter at all as my car is still in the shop on Friday the 10th and I have not heard from either of them.

  Business Response

  Date: 11/14/2023

  11/14/2023 - I spoke with Ms. ***** to review and address her concerns. We were able to reach an amicable resolution.

  Customer Answer

  Date: 11/16/2023

   
  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.
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:10/05/2023

  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.

  I have had multiple issues dealing with service for my 2020 Hyundai ******** ever since I purchased it, as they routinely make communicating with them difficult, and things reached a head in the past week when I called with a simple question about a service issue. I left messages with the ******************* then the Service Manager, and finally with the Store Manager, and no-one had the courtesy to return any of my calls. As such, and given the fact that I am not generally a confrontational person, their behavior exceeded my patience and thus led to this decision to report it to you. I look forward to your intercession on my behalf. Thank you in advance.

  Business Response

  Date: 10/10/2023

  10/10/23 - I spoke with our customer and apologized for our lack of response to his calls. We reviewed his concerns, and I answered a question he had regarding an indicator that was appearing on his instrument cluster. He will be stopping by next week for us to verify that no service is required and to have the indicator reset. I also provided him with my cell number and asked him to reach out to me if I could be of further assistance. 

  Customer Answer

  Date: 10/12/2023

   
  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.
  
  Sincerely,
  
  ******************************************************

• Initial Complaint

  Date:09/27/2023

  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.

  On August 31st of this year, my car was towed to Crown Hyundai. I was told it could take up to 5 days to run a diagnostic test to find out why my check engine came on and stayed.I called Friday Sept 1st to see if in fact they received my car which they said yes and then they told me it would now take **** days to run the test. So right there was the first time I was told 2 different stories.1 week went by and NO communication for their service ***** I kept calling and always got voicemail. I told them that I needed a rental while my car just sat there because I had no transportation to work. No response what so ever. Friday Sept 7th at 4:46 pm ***** from Crown texted stating no diagnostic yet but hoping by the end of the day. Texted that Friday, Monday and Tuesday for a response. Tues at 2:15 she responds stating that it was in the cue for the engine department for the diagnose but they were getting caught up from being closed multiple days due to the hurricane and labor day.That was never communicated with me what so ever when I had my car towed!On Friday ***** call to tell me that I need a new engine and I need to get her all my receipts of my oil changed to prove that it wasn't neglect on my part before filing a claim. went to Take 5 to get my receipts and the guy told me that all records can be pulled up from Carfax history and all dealerships know this! So why did I have to go around searching!!The following Monday the service ********************* calls to tell me its not the engine that need to be replaced, but the plugs and coils!Again I was told a different story!After them having my car for a month and losing pay because I couldn't get to work I had to pay a $705 after insurance.**** nor ***** apologized for for the different stories I was told. I lost a total paycheck because of how they all handled it.The way they treated with their total lack of communication and the different stories I was told.It is totally unjust! *************************************

  Business Response

  Date: 09/28/2023

  Spoke with customer this morning. Reviewed concerns listed in statement and apologized for the inconvenience and confusion caused by our miscommunication. We discussed and agreed upon a resolution that the customer found satisfactory. Customer was thankful for the follow up and for the resolution. 

• Initial Complaint

  Date:05/11/2023

  Type:Customer Service 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.

  In August of 2020, there was a recall on my car's engine. The engine was replaced. Now two years later the engine is shot. All i am looking for is a replacement. I wasn't given any information as to warranty on the engine.

  Business Response

  Date: 05/24/2023

  Thank you for the opportunity to respond to ************************ concern. 
  
  On or around August 25, 2020, the 2014 Hyundai Sonata was presented to the Crown Hyundai ****************** (Crown)with a concern of an illuminated check engine light and engine was running rough and noisy.  At that time, the vehicle had ****** miles on the odometer. Crown diagnosed the problem as an engine bearing failure requiring an engine replacement.  Crown gathered and submitted the required documentation to Hyundai Motors of ******* (***) for a decision as to whether the engine replacement was approved for payment under the *** factory warranty.  *** approved paid Crown to replace the vehicles engine. 
  
  On May 11, 2023, Crown was contacted by the Better Business Bureau via an email message, noting the above repair and informing the engine was shot. I would like to note that ********************** is not listed in our system as the owner of the vehicle, which delayed our research.  I contacted ********************** to discuss the details of her vehicles engine problem. I requested that the vehicle be towed to Crown for diagnosis.  The vehicle was towed to Crown and now has ******* miles on the odometer.  In researching the service history, the vehicle had not been serviced with Crown since the engine replacement on or around August 25, 2020. Crown determined that the engine had failed and requires replacement.  Since the vehicle had not been maintained with Crown, we requested the maintenance receipts for the time and use between ****** miles and the current *******.   The customer presented the copies which she could find.  Crown submitted the customer maintenance receipts provided, as well as the required engine photographs and diagnosis to *** for their decision to approve payment under the engine warranty.  As of the date of this message, *** is in the process of reviewing the claim and no decision of payment has been rendered.
  
  I would like to note that ***'s (manufacturer)decision on warranty coverage is the sole decision of ***.  Crown cannot approve any warranty coverages or payments.  Crown will only be able to repair approved warranty claims and/or customer paid repairs. 
  
  ********************** will notify ********************** as soon as *** has communicated the warranty claim decision.
  
  Sincerely,
  
  *********************
  General Manager 
  Crown Hyundai 

  Customer Answer

  Date: 05/24/2023

   
  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.
  
  Sincerely,
  
  *********************************