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:02/10/2025

  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.

  CANCEL IN PERSON SEVERAL EXTENDED WARRANTIES ON G70 CAR SOLD ITS BEEN ALMOST 5WEEKS AND STILL HAVE NOT GOTTEN REFUND CKS WHY

  Business Response

  Date: 02/11/2025

  Yes,  all 3 products were cancelled on 1/24/25

  Refunds were sent to Allied they are the lienholder on his car loan.

  Service Contract  Chk#********
  Road Hazard   Chk#********
  Maint  CHk#********
  

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22917129
  
  I am rejecting this response because:
  
  Sincerely,    THERE IS NOT LEIN ON THIS CAR  AND WARRANTY WAS CXL ON JAN 13  WITH FIANCE 

  THERE ARE 4 WARRANTYS TOO  
  
  **** ******

  Business Response

  Date: 02/14/2025

  We cancelled the additional product and had our finance manager reach out and explain everything to him.

• Initial Complaint

  Date:01/06/2025

  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.

  Uncaring horrible service department. I own a ******* vehicle I purchased new from them in 2023. It takes months to get an appointment. Today 1/6.2025 my brake lights went out. I also had a warning on the dash. I called them to get a service appointment and told them this was emergemt. No appointment unless I was will to wait for weeks. I asked to speak to a manager and was told no one was available. I asked for the ** name and was told they did not know. I went to a dealer in ********* and was told to bring the car in immediately. They fixed in one hour. Their Managers name and cell phone number is posted for customers. I would advise anyone thinking of buying a ******* to go somewhere else. This is the most imcompetent dealership I have ever dealt with. They do not care about the customer. I dealt with them for ******* and *** vehicles in the past but in the past year they have gone way downhill. I even left my number for a service manager to call. No one called. A total disgrace. Once again, if considering a ******* go to a different dealership or find a different brand.

  Business Response

  Date: 01/07/2025

  Mr. *********** apologize that we were unable to accommodate your service appointment request. Unfortunately, we are currently experiencing delays within our repair shop which is affecting our ability to make timely appointments. Based on the feedback I received from our call center, you were offered an emergency same day appointment, which you declined. I understand your frustration but I am unable to bring your vehicle in ahead of other customers we already have scheduled. We are working through our backlog and look forward to being able to accommodate your request more efficiently in the future. 
  We take these matters very seriously and will do our best to improve our customer service to the level you experienced in the past.
  If you have any further questions please feel free to contact me at ************ or *********************************************************************************
  
  
  Respectfully,
  
  ******* A ******
  Fixed Operations Director Wallace Automotive Group
  

  Customer Answer

  Date: 01/07/2025

  I posted a review on *********  What did the dealership do.  They removed it and blocked me from their page.  Very unprofessional.  They lost my service business and my new car business.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22776720
  
  I am rejecting this response because:

  I was not offered a same day appointment and requested a manager call me. I never received a call and the lady could not even provide me the managers name as she worked remotely. I posted my problem on ******** and messaged and not only no response but blocked on fb.  Very unprofessional.  I bought three cars from this dealer never again!
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 01/21/2025

  Also I did get offered a same day emergency appointment by a different auto dealer not by Wallace.

  Business Response

  Date: 01/21/2025

  Mr. *****,

  As I stated in my earlier communication, I apologize we could not accommodate your service needs when you contacted our service call center. We always attempt to make accommodations for emergency appointments but this would be in addition to the currently scheduled appointments that day. Based on your comments, you were able to find another service center that could assist you within your schedule. I hope they addressed all of your concerns and we are here if future concerns arise. Thank you

• Initial Complaint

  Date:12/19/2024

  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.

  My 2017 ******* Santa Fe Sport has been at the dealership for almost two months for engine burning oil. I purchased the vehicle at this dealership and they're refusing the repairs. They're telling me that it's lack of maintenance when I've taken my car to Hyndai for every oil change. No one else has put hands on my car. Also, there was a recall on this particular engine, and I never got a notification about it. My car is still under warranty it has ****** miles on it. The warranty on it is till ******* miles. I've been on the phone for hours talking to different people, even with corporate office. The paint is also chipping off. When I purchased car, I was told it had warranty for ******miles bumper to bumper! Please BBB help me with this. I want to avoid hiring an attorney for this issue that should have been resolved by the dealer.

  Business Response

  Date: 12/19/2024

  To whom it may concern: 
  This letter is in response to ********' ********* regarding her 2017 ******* Sana Fe with approximately ****** miles on the odometer. Currently, we have an open service invoice and have been working with ********************* regarding an oil consumption concern. Due to the nature of the repair we are required by the manufacturer to complete additional steps for warranty approval and compliance.
  We have completed the required steps to create a mechanical case with ******* for their review. This case requires photographs and service history documentation, along with our recommended repair. 
  Unfortunately, this claim was declined by ******* *************, not Wallace *******. We can only perform repairs that are approved by the manufacturer regardless of our position. If we proceed with these repairs without their approval we would then be subject to any costs associated with these repairs.
  We recommend ******** contact ******* North American directly with her concerns. She can create an appeal with the customer assistance department and ask for additional consideration. 
  If you have any further questions please feel free to contact me at ************ or *********************************************************************************
  
  
  Respectfully,
  
  
  
  ******* A ******
  Service Director Wallace Automotive Group
  
  

• Initial Complaint

  Date:04/09/2024

  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.

  On 11/24/24 i took my 2015 ******* ******* for service at said location after the service they gave an invoice indicating what needed to get repaired and what was ok for now which in the invoice it said the transmission and fluids were good now a couple of weeks ago my transmission started slipping into neutral and shifting into gear with a hard bang i made an appt to get the transmission checked they kept my car for a week and nothing i went and picked up my car i had purchased and extended warranty with Endurance the moth after i brought my car they provided me with a shop to take to have my transmission looked at they denied my claim because the said the transmission did not have any fluid due to leaks and the warranty does not covered but showed them the invoice which the dealer gave me which indicates the transmission was ok i want the dealer to refund my expense's i incurred in getting a transmission plus the labor to get it removed and replaced thank you.

  Business Response

  Date: 04/09/2024

  The customer came into our dealer on Nov. ******* for non transmission issues and maintenance. At that time there was no transmission leaks. Had cv boots leaking along with engine leaks which the customer declined. Customer returned

  on March ******* ( ******* later and 6823 miles later )  with no appointment and was told we would not be able to look at his vehicle for at least 10 days. On the 29th of March he took his vehicle. The transmission in his vehicle is a sealed

  transmission which means there is no dip stick to check the fluid levels. First visit saw no leaks, second visit did not even put vehicle up in the air to inspect before he removed it from our lot. 

  We do not feel reasonable for a transmission issue on a vehicle that is 9 years old with ******* miles on it that he had removed from our lot and not even a leak on the November visit.

  Apologize for any inconvenience this may have caused our customer. 

   

• Initial Complaint

  Date:04/01/2024

  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 Financed a ******* Elantra 2018 at Wallace ******* of *************** and in less than 24 hrs the car overheated on me i called the dealership and the lady who answered the phone said that i would have to get it towed to the dealership and i would have to figure it out my self on how to get it towed there and that i would have to pay it myself On tuesday afternoon of March 26 2024 i went to the Dealership and told them i didnt want the car because it overheated on me in less than 24hrs and that i wanted my money back and the Manager said no he said he could trade it for a different car but not he couldn't give me my money back they were rude and un professional i dont want to do business with these people i want my money back.

  Business Response

  Date: 04/02/2024

  **************** purchased a used as is unit from Wallace ******* ***************** on March 24th. It came to our attention on Tuesday the 26th that the unit was brought into our service department. A loaner was offered while repairs were being  done. ******** refused loaner initially and then on the 28th took the loaner. Parts were ordered and work was completed on 4/1. Customer came into pick up car on 4/2 and returned loaner.

• Initial Complaint

  Date:10/03/2023

  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.

  This transaction took place on 05/11/2023. It is the purchase of a 2020 **************** for the amount of $30,049.88. The total payments made on the vehicle are $2,547.92 up to this point. On Tuesday, September 28, 2023, the car died. The car dealer advised to have the car towed. Tripple A was contacted and was able to start the car. The car was driven to the dealership. They advised that we would have to pay $400.00 for a new battery. We question the fact that the car was sold with a battery that was on its way out. The dealer kept the car the entire day and did not install a new battery claiming that the computer system was down in ******* and they could not do anything.The following day they advised that there was something else wrong with the vehicle and it would cost us $1,200.00 to repair, but could not tell us what the problem was because they stated that they did not know. They also stated that the fee might go up more once the repairs were completed. I requested a loaner car, but I was refused, I was told that I could only get a loaner if my car was being worked on, which made absolutely no sense because my car was being held in their service department being worked on. My VW Atlas is still there, we had to rent a vehicle for the entire weekend to get to our jobs. We are not rich. We are hard-working people. I was told by the Salesman who sold us the car that he would refund half of the rental cost. Today, he would not answer our calls the Service Manager avoided us all day, and the General Manager kept sending messages that he would call us later but later has yet to come. This Dealership has cost us unnecessary expenses and is stalling and this will cost us further expenses.General Manager ******************* Service Manager *** Service Advisor ***********************

  Customer Answer

  Date: 10/03/2023

  I received a call today (10/03/2023) from *********************** of Wallace ********** informing me of additional cost to repair the purchased VW Atlas/ year 2020.  He quoted the sum of $4,000 for such things as fuses and air conditioner condenser and several other replacements.  He would not speak loud enough for me to hear him clearly and when asked him to speak up, he stated that his volume was as good as it gets.  I informed him that he could keep the vehicle and that I will not put one dime in to this car.  I also stated that I did not like the way the situation was handled by them and that I don't trust them.  I have started dialog with Capital one.  Keep in mind that this car was purchased four months ago (05/11/2023).

  Business Response

  Date: 10/05/2023

  The customer states that the  battery was bad  when we sold them the vehicle. I would like to state that nobody can predict that a battery will go bad in 4 months. She is not being honest when she stated that they drove the vehicle into our dealer. The vehicle was towed into our store. We informed the customer after our first diagnostic that the battery tested bad and that the fusible link and a fuse would have to be replaced. We informed them that after the replacement of these parts we would have to retest and make sure nothing else is bad. The customer agreed and signed for $1300.00 to start. After replacement of these parts we found that their are other electrical concerns with the vehicle. We know now that the alternator is bad and until we replace the alternator we cannot test any further. This customer has disrupted our business with all of their yelling and accusations. This vehicle has either been hit by lighting or someone jumped started it backwards. What we are finding with this vehicle is usually the results of it being jump started backwards. We are going to inform the customer that we will take the battery out and put theirs back in and we will reduce the price of the diagnostic's labor, ( unable to undue the fusible link ) and they can take the vehicle and have someone else repair it. They stated that they do not trust us and we do not know what we are doing. We have certified ********** technicians and know what we are doing. We are doing this because we do not believe the customer is being honest with us and we will not tolerate them verbally abusing our employees. We are not in the business of losing customers, but will not tolerate the verbal abuse.  

  Business Response

  Date: 10/05/2023

  Please see attached . Please see Complaint # ********

• Initial Complaint

  Date:07/25/2023

  Type:Sales and Advertising 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 family and I have purchased *****s from Mr. ********************** for over 30 years. I decided to get my first ever non-***** vehicle ********* right next door to the deal ship we have always worked with. This has been the biggest regret Ive ever had! There has been nothing but issues since day one which led my family and I to do our own oil changes and now due to what they are saying (in need of a new engine at ****** miles) Im having a major issue with getting it fixed. Because I had to always do our own oil changes (which I never had to do with *****) I have been at risk of not getting my car fixed under warranty. ******* with ********************** has had my vehicle since July 2nd. I have never had a problem with any of my ***** vehicles and the first time I get something new its been a complete nightmare. I regret switching. I thought we would get the same amazing service we get at ***** with ********************** and Ive been sadly mistaken. This vehicle is the only car that my husband and I use and we have an 11 month old. This will be a huge financial burden on us if we are not covered under warranty (which we should because they advise having the best warranty) but have had so many problems and such heartache over our vehicle troubles. We just wish someone could please help us get our vehicle fixed. It has ****** miles. It shouldnt need a new engine. This is absolutely insane!

  Business Response

  Date: 07/26/2023

  I would like to start off by saying we appreciate the customers business and apologize for the inconvenience this has caused our customer. Their vehicle was brought into our dealer and was inspected by a certified ******* technician. 

  We did the tests that are required by the manufacture and sent them the pictures that they requested. The vehicle was found to have excessive slug in the engine. This is indicative of a engine that the oil has NOT been changed on the interval that the manufacturer recommends. ******* of ***** ******* the manufacture ( Not Wallace ******* ) declined replacement due to the lack of maintenance. If the customer would like, we can show them why it was declined by  ******* of ***** *******. Wallace ******* would like to offer the customer a discount if the customer would like to replace the engine at his expense. Again, sorry for the inconvenience that this is causing the customer , but the decision is not ours. If any more information is needed, please contact me. Than You  

   

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20375724
  
  I am respectfully rejecting this response because I have never received any information on my car. The level of customer service that Ive received since owning this vehicle has been very poor which resulted in my husband and I changing the oil every ***** miles. 
  I have never received any documents or information about my vehicle except that they think it needs a new engine. I recieved that information from a text message and when I inquired about additional information, I received an IDK from the service representative. 
  
  There has only been two people in that ******* that are kind and helpful individuals and unfortunately they arent assigned to my service. 
  

  I should not have a vehicle that needs a new engine at 3***** miles. This is my first ever issue with any vehicle that Ive owned and its a rather HUGE issue at that. Im in the process of getting my case looked at with a case manager with ******* however I wish Wallace would give assistance to their customers who have been very loyal and trustworthy for over 30 years.
  

  This will make a huge financial impact on my family and I if we cant get our vehicle fixed. This is our only vehicle and on my teacher salary, we will not be able to afford this major concern. 
  
  Sincerely and trying to remain hopeful,
  ***************************************

  Business Response

  Date: 07/27/2023

  I spoke with the customer today July *******. I again informed the customer that the repair was declined by the manufacture ( Not Wallace )  because of lack of maintenance ( Oil changes not done) We offer a discount on the repair for her. if she decides to repair it. She stated that she was upset that we did not communicate very well with her. I did apologize for the lack of communication on our part. I explained that we would go to bat for her if she could come up with receipts that the oil was changed. She stated that she was speaking with a rep from ******* of ***** *******. They are asking for the same receipts that we are. Customer has none. Poor customer service and lack of communication, if it happened does not change the fact that the maintenance was not done. We apologize for the terrible inconvenience  this has caused our customer, but we are not at fault for the slug that has built ** in her engine. 

• Initial Complaint

  Date:06/15/2023

  Type:Order 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 have been trying to cancel the *** Insurance I purchased as it is no longer needed. In *** Insurance Provider informed me that I need to cancel it through finance department of the dealer that I purchased the car at. The *************** department stated that the finance company is the one to contact to cancel the *** Insurance, the fianc department informed me that it is the dealer that would be the one to contact to cancel the *** Insurance. Wallace *************************** does not return any calls when you leave a voicemail and they refuse to let you speak with the General Manager to get the request fulfilled. This place is giving me the runaround. I want my *** Insurance Cancelled!

  Business Response

  Date: 06/17/2023

  We have reached out and contacted ********************** and are processing his cancellation request. We

  are sorry for any convenience this has caused and will put a rush on it.

• Initial Complaint

  Date:01/13/2023

  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.

  Took my 2020 ******* SUV to Wallace ******* in *****************. Have been a ******* customer for 33 years!Had to wait three hours for a an oil change and tire rotation.Totally unacceptable. If this dealership does not straighten out their problems then I will not be returning to this dealer for my next car. I will simply look at other luxury brands!

  Business Response

  Date: 01/16/2023

  WE do apologize  for the inconvenience this may have cause the customer. Their is no reason anybody should have to wait this long for a oil change and rotate on their vehicle. My service manager spoke to the customer on Friday the 13th and gave them their next oil change for free for the inconvenience we caused. We are short handed ( Which is no fault of the customers ) and will look at our scheduling going further so this will not happen to anybody else.   

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18809821
  
  I am rejecting this response because:

  A free oil change is not the solution.

  I would have liked to pay full price and been out of the dealership within a reasonable time.  I made an appointment for this service.  Your dealer should have scheduled appointments far enough apart so this would not have happened at all!  My next car will be purchased from a dealer with a ****************** that cares about its customers. Will it be a *******?  That is entirely up to you.

  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a 2016 ***** V60 from Wallace ***** in ****** (9/30/2022) . Although we were a little uncomfortable buying without actually seeing it , we were comforted by buying it from a ***** dealership who assured us we would have recourse if there was anything unacceptable with the car and that there was a 30 day dealer warranty , Mr *********************** demonstration of confidence in the vehicle . Initially all that was required was a deposit, which quickly changed to a check for full payment which would be held until we looked at the car (10/28/2022) . The check was not held . Still thinking we are OK because its a ***** dealership. The day we picked up the car the drivers seat back cushion side seam split exposing the foam , an airbag , and what looks like someone attempted to glue the seam back together . They have had absolutely no interest in even looking at the unsafe condition and reluctantly offered a solution in which we would pay them an inflated price , effectively eliminating any cost to them . We are willing to have the problem fixed elsewhere at our expense, if they will supply a replacement upholstery cover . ***** could not have been more charming and responsive until the check was in the bank and ***** has delayed this about as much as is humanly possible.

  Business Response

  Date: 12/31/2022

  **************** contacted us about purchasing a used ***** and wanted to give us a deposit and hold the car for weeks until he could pick it up. We explained that a deposit will hold the price but to hold the car he would have to pay for the car in full. We explained if he arrived and did not like the car he didn't have to purchase it, and we would refund his money in full. He paid in full and took delivery of the car. When he purchased the vehicle it came with a 30 day limited ***** warranty which does not include upholstery. We told **************** that even though the vehicles upholstery was not covered that we would honor it under the 50/50 warranty where we paid half of the parts and labor, and he would pay the other half. If he would like just the upholstery and have somebody else install it, we will pay half of the seat cover and he will pay the other half. All repairs that we cover under out 30 day protection package must be performed at the dealership. We will honor these terms even though we are not obliged to and he purchased the vehicle back in September.

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18663684
  
  I am rejecting this response because:

  None of which they state about the warranty was either explained to us or supplied in writing (even though it was requested) . They make it sound like payment was received after we approved of the car , which is incorrect. Also , deposit holding the price but full payment to hold the car is a contradiction ,doesnt make sense , and is a total fabrication .

  Obvious this isnt going anywhere in this realm and to say they have been less than truthful throughout the purchase and warranty period , is an understatement .

  Would be comforting if someone would do the right thing , especially when considering that if someone treated their parents this way , they be outraged.
  
  Sincerely,
  
  *******************************