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:10/16/2024

  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 a car in July and I have not seen my tag I have been issued 3 temporary tags and this has been an on going thing every time I call in Major hangs up on me or will not accept my call the manager **** has lied to me over and over again I was assured last month that this would be taken care of and ***** is taking care of the tag but I guess she lives in a different country and not here as it does not get done then today Major call my mother and ga e her attitude and now told her the car was titled in wrong name it is always another story another issues I mean what will it take to get this taken care of I do not want a call from **** or major as they have lied to me every time I speak to them

  Business Response

  Date: 11/01/2024

  Good afternoon I have spoken with Zeith Snchez and he is satified with the way we handled getting his plate taken care of ,and has also let me know that he removed his complaint as well.

• Initial Complaint

  Date:09/18/2024

  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.

  On September 19, a little before 8:30am, I brought my car to Werner Hyundai for an inspection of my driver side head and tail lights and for my passenger front door.
  I didn’t receive any updates regarding my vehicle until about 3:30p when I called the service department for a status check. It was then that I was informed that my car was not turning and was sitting dead in the bay. I was due to leave work at 5p, had to pick up my children by 6p, and report to my secondary job by 8p.
  Werner Hyundai were not able to provide a loaner car, and I was told to call corporate who said that no one could talk to me for 2 to 3 business days. I had to purchase a rental car for two days and Werner Hyundai refuses to reimburse an expense that was incurred due their lack of communication which occurred twice more before the service was even completed.

  Customer Answer

  Date: 09/18/2024

  Today, I took my car to be serviced. After completion, the service adviser walks to my car where I see that part of my front bumper isn’t attached. I asked the adviser what happened as I didn’t bring my car in that condition. He said that he would go get the service manager but when I went inside the manager said that he was never informed. At the end, I was told that they had to contact the “bumper guy” and that they would fix it with no costs to me. Unfortunately, I was not provided neither a date nor time to expect the service to be completed. Not even a timeframe. I was told that Hyundai would call me and if I don’t hear back then to call them. This concerning because there have already been 3 major lapses in communication. 

  Business Response

  Date: 09/19/2024

  The customer's vehicle, a 2015 Elantra with 132k miles, was seen in the shop with complaint of brake light failure.  After completing the repair which consisted of replacing the tail lamp assembly, as well as an open recall,  the car would not start. The advisor called the customer to inform her of this and left a voicemail. She called back and was informed that the car was not starting.  The customer requested a loaner vehicle but none were available.  The advisor assured her that we would attend to the issue first thing the next morning.

  The next morning the starting issue was resolved and the customer was contacted by the advisor. She was informed at that time that her vehicle was ready for pick up.

  However, when the customer later picked up the vehicle she stated that the front bumper had been displaced at the line of the fender. Though it is unclear how or where this occurred we are going to repair the bumper at our expense.

  We are truly sorry for the inconvenience that the customer experienced.

   

  Business Response

  Date: 09/19/2024

  Re the referenced complaint-

  When the customer came to pick up her vehicle she stated that her bumper had been damaged.  After inspecting the vehicle and reviewing available pictures it was unclear what had happened to the bumper or whether it had happened here. The customer was told we would repair the bumper and informed her that that we had set up the repair for Thursday morning when the appropriate vendor would be in the shop. She agreed to this time line The bumper repair person was here as scheduled but when contacted the customer stated that she'd had to go to work. We rescheduled the appointment for next Thursday.

  We will complete the repair of her bumper at that time assuming the customer is able bring the car into the shop.

  Customer Answer

  Date: 09/20/2024

  
  
  

  [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:

  1. ******, the service advisor, never gave me a day or time to bring my car to have the bumper fixed on 9/18. He told me that they didn’t know when the person would come but I would be notified, which occurred on 9/19 at 9:50a. At that time, I was at work so yes I was unable to just leave. However, we did reschedule for 9/26. I am satisfied on this front. 
  2. No one called me nor did I receive an email about my car not starting. I was made aware of the issue after I called Hyundai multiple times. It was around 3:30p when I made the discovery, and the back and forth about the loaner car/rental was had. 
  3. I am seeking rental reimbursement, which was never addressed in the response from the business. I had to get a rental to pick up my children from after school and to get my second job and the next days activities. Because I was never contacted by Hyundai in the beginning, I was unable to make plans.
  4. I was never contacted by Hyundai that my car was running. I had to call and inquire about the loaner to receive that information, which was around 3pm. Once again, had I been notified earlier, then plans could have been made. 
  

  I have expressed to Phillip and the service director about the lack of communication. I will be more than happy to provide phone records as well. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 09/20/2024

  Attached, you will see the phone records from 9/12 where I contacted Werner Hyundai multiple times before receiving a call back to be informed about my car. You can see that also called corporate about the rental reimbursement where I was told that I had to wait 2-3 business days for a case manager to call me back. It was at 4:59 where I was told about the rental car.
  This already disproves Werner Hyundai’s claim about someone calling and leaving a voicemail for me. 

  Customer Answer

  Date: 09/20/2024

  Attached, you will see the phone records from 9/12 where I contacted Werner Hyundai multiple times before receiving a call back to be informed about my car. You can see that also called corporate about the rental reimbursement where I was told that I had to wait 2-3 business days for a case manager to call me back. It was at 4:59 where I was told about the rental car.
  This already disproves Werner Hyundai’s claim about someone calling and leaving a voicemail for me. 

  Customer Answer

  Date: 09/20/2024

  Attached are my phone records 

  Business Response

  Date: 09/20/2024

  I have just spoken ********,  she is going to forward me the invoice for the rental car, and we are going to reimburse her.  She is coming in Thursday to repair the bumper, and we will have the check for her then.  She told me she is satisfied with our response.

• Initial Complaint

  Date:03/04/2024

  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.

  Werner Hyundai charged me $**** to replace the wiring harness in my new (**** miles) **** Hyundai ***** Fe Caligraphy. 7 months later* the wiring harness failed. ******* Hyundai said that the wiring harness was NOT replaced* but patches were made. They cut out the patches to prove that the wiring harness was not replaced. It cost me another $**** to have it fixed.Werner Hyundai did not stand behind there service. The poor service from Werner Hyundai resulted in me loosing the use of my new car for over * months.Reaching out to the dealer and even filing a complaint with the **************** has not worked.

  Business Response

  Date: 03/04/2024

  Re the above referenced complaint;

  
  
   Re complaint # ********* ***** *****l
  owner.                    ******
  
  The vehicle
  was first seen in the service department for a Check Engine Light complaint on
  or about *******. The tech found significant rodent damage to the front wheel
  speed sensor connector harness and the front harness.  The customer opened a claim with his
  insurance carrier under the comprehensive portion of his policy. The adjuster
  confirmed the damage had been caused by rodents* provided an estimate for the
  repair and approved the claim. The insurance company issued a check to the
  owner for the cost of the repair.  The
  harness was ordered but was on national back order.
  The customer
  then chose to take the vehicle from the dealership* initially to bring it to another
  shop for repair of the existing harness. 
  The customer was advised at that time that any failure resulting from
  this independent shop repair would not be warrantable.
  The customer
  subsequently returned to the dealership and attempted to trade the vehicle*
  using the insurance check for a down payment on another car. The dealership
  declined and the customer was advised that what he was proposing was fraud. The
  salesperson has retained the text stream referencing this.
  The customer
  returned the vehicle to the dealership on or about ******** for the replacement
  of the harness and the wheel speed sensor. The entire wiring harness and the
  wheel speed sensor were replaced* the Diagnostic Trouble Codes were cleared*
  and the vehicle was test driven to confirm the repair and that the vehicle was
  operating as designed.
  A service
  manager witnessed the complete harness installation at various stages up to the
  completion of the repair. The harness was in such a damaged state that a
  ‘patch’ or wiring repair would not have been possible.
  The vehicle
  was not seen again in the service department until *.** for a check engine
  light. No current Diagnostic Trouble Codes were found. The DTC for a small
  evaporative leak in history was cleared and the vehicle was test driven to
  confirm the vehicle was operating as designed.
  If the
  harness had not been replaced but only ‘patched’ as the owner asserts* the
  owner would have reasonably been expected to return the car here for the
  correct repair to be performed- if the determination had been made that the
  harness had not been replaced as stated on the invoice* the repair would have
  been completed here at no charge to the customer. Instead* the customer states
  that he chose to pay for a second harness replacement at a different
  dealership.
   Additionally* the insurance company would have
  come after the dealership for a fraudulent repair as they had approved a claim for
  the replacement of the entire harness and not a wiring repair.
  Given the nature
  of rodent damage to electrical wiring* the most likely explanation for the
  vehicles’ recurring issue would be additional rodent damage to the vehicle’s
  wiring that occurred after the completion of the repairs performed here in the
  service department in October *****
  In
  conclusion* we maintain that the customer’s wiring harness was replaced and not
  ’patched’. The customer never brought the vehicle back to the dealership to
  claim a fake or non-repair. The customer never notified the insurance company
  that he believed that the repair had not been properly completed but instead
  chose to pay another * thousand dollars for another wiring harness replacement.
  In our opinion the most likely cause of this subsequent wiring damage and
  repair was further rodent damage.
  Thank you*
  
  **** *******
  Werner
  Hyundai Service Manager
  
  
  

  Customer Answer

  Date: 03/07/2024

  
  
  

  [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:

  The Werner Hyundai response is misleading and
  somewhat wrong:
  
  “The vehicle was first seen in the
  service department for a Check Engine Light complaint on or about *******. “

  
  The problem occurred on Friday* August 5* ***** The
  car was towed to Werner Hyundai on Saturday* August ** Werner had possession of
  the car from August ** ***** until Octobe* *** ***** During these ** days* the
  car had  about **** miles on the
  odometer. Repeated calls between August * and August ** resulted in my being
  told that they were too busy to look at it.
  A detailed letter was sent with the car when it was
  towed in and included the following: “Error messages include Check ESC* Check
  Lane Keeping Assist (LKA) system* Check High Beam Assist (HBA) system* Check
  Driver Attention Warning (DAW) system* Check Blind-Spot Safety system* Check Tire
  Pressure Monitoring system* Check Rear Cross-Traffic system* Check Forward
  Safety system”
  There were 9 DTC codes in the computer
  (MyHyundai App). This is a lot more than just a Check Engine Light* and though
  the car was first seen on or about August *** ***** the car had been in their possession
  since August ** *****
  Rodent damage was found* but I was not able
  to see the pictures until I called Werner Hyundai Sales (Service was
  non-responsive) and complained. Pictures were sent to me on September *** *****
  Insurance sent me a check and Werner Hyundai told me to hold onto it until the
  work was completed.
  

  “The customer then chose to take
  the vehicle from the dealership* initially to bring it to another shop for
  repair of the existing harness.  The customer was advised at that time
  that any failure resulting from this independent shop repair would not be
  warrantable.”

  
  This is WAY OUT OF SEQUENCE. In early
  October* I was told that the harness might not be in stock until the next year
  (****). I felt that I had to try to get it repaired good enough to use the car
  until such time as the harness could be replaced. On Octobe* *** ***** I took
  the car from Werner Hyundai to All American Auto Electric* Inc* and they tried
  to splice the engine harness so I could drive it. I have the e-mails acknowledging
  that my insurance company paid for “temporary repairs” and that I still
  intended to have the harness replaced.
  

  “The customer subsequently
  returned to the dealership and attempted to trade the vehicle* using the
  insurance check for a down payment on another car. The dealership declined and
  the customer was advised that what he was proposing was fraud. The salesperson
  has retained the text stream referencing this.”

  
  THIS NEVER HAPPENED.  I talked with Werner Hyundai sales before picking
  up the car to see if I could trade the damaged one in on a new one. They quoted
  me a price of about $****** + the $**** for repairs for a total of $******. I
  decided that I might just be throwing good money after bad* so I chose not to
  get a new Hyundai. I NEVER PROPOSED DEFRAUDING MY INSURANCE COMPANY. At all
  times* my insurance company was advised on what I was trying to do. I do have
  emails between me and the insurance company for the almost * months that Werner
  Hyundai had my car.
  

  “The customer returned the vehicle
  to the dealership on or about ******** for the replacement of the harness and
  the wheel speed sensor. The entire wiring harness and the wheel speed sensor
  were replaced* the Diagnostic Trouble Codes were cleared* and the vehicle was test
  driven to confirm the repair and that the vehicle was operating as designed.
  A service manager witnessed the complete harness installation at various stages
  up to the completion of the repair. The harness was in such a damaged state
  that a ‘patch’ or wiring repair would not have been possible.”
  
  On October *** ***** Werner Hyundai called me
  and said the part came in. I took the car back in on October *** *****  and they supposedly replaced the wiring
  harness with a new one. I paid them the balance of the bill: $******** (Invoice
  # *7***7). The car seemed to be okay and I was happy to finally have this over …
  UNTIL August ** ***** when four error lights came back on.
  On August ****** ***** I returned the car to
  Werner to give them a chance to fix it. They found nothing wrong* yet there
  were multiple DTC in the computer (and I told them about them). Between August
  9* **** (errors begin) and August 10-11 (left at Werner Hyundai for two days)*
  there were * DTCs that were set and then automatically reset twice. Within ** minutes
  of leaving Werner Hyundai Service* the lights (and DTCs) were back.
  At this point* I had no confidence that
  Werner Hyundai would have fixed the car* so I took it to Jenkins Hyundai in
  Leesburg* Florida  (where I now live) to
  let them take a look. Since picking up the car on August *** ***** **
  additional DTCs were added before the car was examined on September 1** ****
  and repaired properly by Jenkins Hyundai on September *** ****. Jenkins Hyundai
  informed me that the warranty on a new engine wiring harness would be valid for
  only****** miles. Since the Werner Hyundai repair* I had traveled 1**700 miles.
  Jenkins Hyundai said that the wiring harness had not been replaced* because
  there were multiple patches done to it.
  Jenkins Hyundai suggested that I take the car
  back to Werner Hyundai* but I did not trust Werner Hyundai. I assumed that
  Werner Hyundai would “slow-walk” any repairs like they had done before and
  would claim that the warranty period was over so I would have to pay them
  anyway. I thought that they might just patch the harness and tell me it was replaced
  again.
  I paid for Jenkins Hyundai to install the new
  wiring harness since I could not trust Werner Hyundai to do it. Jenkins Hyundai
  replaced the harness for $5*7**.79 and documented the splices. I have two
  sections of the wiring harness that have the splices in them in my possession. These
  were obviously the problem.
  

  Beyond the distractions in Werner Hyundai’s response*
  the issue can be summarized as follows:
  I had bought two new Hyundai’s before this
  one and they were both good cars. This car was the most expensive car I have
  ever owned and most unreliable because of dealer service issues. After trading
  the Sante Fe Calligraphy on a Nissan this year* the total direct cost of
  ownership for the Hyundai was about $****** and was drivable less than 1* of
  the 15 months that I had owned it.
  After holding the car and NOT fixing it for
  ** days* I took the car from Werner Hyundai and had temporary repairs made on
  Octobe* *** ***** On October *** ***** Werner Hyundai called me and said that
  the part we had been waiting for had come in. On October *** ***** Werner
  Hyundai was given the car again and they were paid to replace the wiring harness.
  On August ** ***** errors were back. I took
  the car to Werner Hyundai on August 10-11 and left it with them for * days. I
  clearly stated the problem but they found no problems. Many more errors occurred*
  and I took the car to Jenkins Hyundai to look at it on August 1** ****
  ($*0*.0*). They found that the temporary repairs made on Octobe* *** ***** were
  still on the Engine Wiring Harness that was supposedly replaced by Werner Hyundai
  on October ******** Jenkins Hyundai replaced the harness on September *** ****
  ($********). Jenkins Hyundai gave me two sections of the wiring harness that
  have the spliced wires. I have photos that were taken AT JENKINS on the day I
  picked up the car and also still have the wires that prove that the wiring
  harness was NOT replaced. Jenkins Hyundai also took photos and documented the
  problem.

  
  

  Regards*

  
  

  *** ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 03/11/2024

  Re the above referenced complaint* ID ******** for McGill:

  If* as the customer states there was an issue with the wiring repair that was completed here* the car should have been returned here for the dealership to address. The customer chose instead to pay out of pocket for the harness repair that he was told by another dealership had not been completed properly.  Had he contacted the service department here  with his concern he would have been advised to return the vehicle here* and that had a problem with the repair been found the repair would have been made here at no cost to him. 

  The service department absolutely stands by our work but we cannot reimburse work done by another service facility for an alleged faulty repair* when we had no opportunity to make the needed correction assuming there was one.  It makes no sense that the customer would chose to pay approx. * k for a repair that was still under warranty here (1* months and ***** miles)  when all he had to do was bring the car back here for diagnosis and repair at no cost to himself.

  I'm sorry the customer was unhappy with his service experience here. I think the service facility he subsequently brought the vehicle to did him a disservice by not advising that the car should be returned to the original repairing dealership service department for any needed repeat repair. Charging him for this expensive when they would have known the repair was warranted was not appropriate.

  Thank you*

  **** ******* Werner Hyundai Service Manager

  Customer Answer

  Date: 03/11/2024

  
  
  

  [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:

  There was definitely an issue with the wiring. I DID take it
  to Werner Hyundai Service on August *** and I left it there for two whole days
  (RO# *91150). At that time* there were clearly a number of DTC’s on the computer*
  but Werner Hyundai said they couldn’t find anything wrong.
  

  I paid another dealer to fix the car because:
  1) Werner Hyundai falsely claimed to have replaced the wiring harness and did not.
  *) Werner Hyundai had kept my car for three months without fixing it* and I concluded that I might be out of a car again for an extended period of time.
  *) If the harness had been new* it was under a ****** mile warranty* and I had put 1**700 miles on the car since the Werner Hyundai Workorder.
  *) I concluded that Werner Hyundai would say it was out of warranty and try to charge me again anyway.
  

  Jenkins Hyundai did suggest that I return the car to Werner
  Hyundai* but by that time I had no confidence that Werner Hyundai would be
  honest in the repair.
  

  Attached is a photo taken at Jenkins Hyundai on September
  *** ****. It clearly shows the patched wiring fragments of the wiring harness.
  These splices should not have been there. Werner Hyundai did NOT install a new
  wiring harness on October *** **** (RO# **7**7)* but charged me as if they had
  done so.

  
  

  Regards*

  
  

  *** ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 03/13/2024

  Re the above referenced complaint* *****995*

  The attached photo shows the wiring repair that was performed at the customer's reques. When the complete harness was determined to be on national back order we made a repair that would allow the customer to drive the car until the needed parts came in.  

  And again* any repair that the customer believed to be sub par or incomplete would have been addressed and corrected here had the car been returned to us.  The customer choosing to purchase another harness was his choice.  Additionally*  he is  presenting a picture of a repair that he authorized* that was performed as a way to provide a bridge the the replacement of the full harness which was completed.  In all probability the customer's car was again damaged by rodents in the same way it was originally* requiring additional harness replacement.

  None of what h is referenced would be the responsibility of the dealership given the circumstances present.

  Customer Answer

  Date: 03/19/2024

  
  
  

  [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:

  This is the first time that I have been told that Werner Hyundai
  made a “repair that would allow the customer to drive the car until the needed
  parts came in”.  After almost three
  months without my new car being worked on* I picked the car up and took it to American
  Auto Electric for temporary repairs. About a week later* Werner Hyundai called
  me and said a new harness had come in. Werner Hyundai charged me for a complete
  wiring harness replacement but did not replace the harness. The temporary
  repairs that were made* and documented by American Auto Electric* were still on
  the harness that failed nine months later.

  
  When the error lights came back in ***** I took the car to Werner
  Hyundai and they did not see (or ignored) the Diagnostic Trouble Codes that
  were in the car’s computer. These DTC events came back within a few minutes
  after leaving the dealership. Werner Hyundai had no interest in even looking
  into the matter* so I took the car into the dealership where I now live. When
  they informed me that the wiring harness had NOT been replaced* I* like any
  reasonable person* decided that I could not trust Werner Hyundai* and therefore
  I had NO choice but to have the harness replaced elsewhere.
  

  To assume that rodents attacked the car’s engine wiring
  harness again* in exactly the same wires* **0 miles from the original location where
  the harness was attacked is really lame.
  

  In ***** my wife was in the final stages of cancer. I bought
  the new car to improve her transport for chemotherapy sessions. I paid over
  $50**** for a premium car* but what I ended up with was a car that was in the
  shop at Werner Hyundai for three months. Shortly after Werner Hyundai “fixed”
  the wiring harness* my wife went into hospice and died. I sold my house in the
  Tallahassee area and moved **0 miles south to The Villages* Florida. When the
  patches in the wiring harness failed* the car was NOT in the same place that
  the rodent attacked in July *****
  

  This whole process with BBB was my effort to try to resolve
  the issue. It is clear that Werner Hyundai charged for repairs that were not done.
  If this were an honest mistake* Werner Hyundai would have responded
  differently. Instead* they respond by accusing ME of fraud and trying to come
  up with some bizarre stories about more rodent attacks. The facts prove
  otherwise.
  

  This dishonesty must be a part of the Werner Hyundai
  culture. I doubt that the subtrufuge was done by a mechanic without the support
  of Werner Hyundai management. The response that Werner Hyundai has provided
  here clearly shows that this type of behavior is condoned by the highest levels
  of management* if not outright encouraged.
  

  I was a good customer of Hyundai prior to this awful
  experience. This $50**** Sante Fe Calligraphy was my third new Hyundai. I certainly
  will never buy another* and I will take any opportunity to influence people and
  advise them to be aware of Werner Hyundai’s dishonesty.
  
  

  
  

  Regards*

  
  

  *** ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 03/19/2024

  THE DEALERSHIP NEVER HAD AN OPPORTUNITY TO INSPECT THE VEHICLE AND MAKE ANY NECESSARY REPAIRS IF THIS WAS CALLED FOR.  ABSENT THAT THERE IS NOTHING TO BE DONE BY TH DEALERSHIP TO ADDRESS THE ISSUE. HAD WE BEEN GIVEN AN OPPORTUNITY WE WOULD HAVE CORRECTED ANY REPAIRS COMPLETED BY US TRHAT PROVED TO BE FAULTY.

  WE ARE OF COURSE VERY SORRY ABOUT THE CUSTOMER'S WIFE.  BUT WE CANNOT OFFER ANY COMPENSATION GIVEN THE OWNERS CHOICE TO PURCHACE AND INSTALLL A SECOND HARNESS WITH OUT ALLOWING US TO ADDRESS THE POSSIBLE ISSUE.

   

  Customer Answer

  Date: 03/19/2024

  
  
  

  [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:

  Werner Hyundai had the vehicle to inspect for two whole days. The repair order said that they found nothing wrong. There were obvious problems that are documented clearly in the DTC codes. I clearly expressed the problem when I took the car to the Service Department. 
  

   

  
  

  Regards*

  
  

  *** ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 03/20/2024

  The car was last seen here in August **. The complaint was for a check engine light. No diagnostic trouble codes were found and the vehicle was operating as designed. The vehicle was returned to the owner then and the car was not seen here again. No mention was ever made of our having made a bad or faulty repair which would have been inspected and diagnosed thoroughly.

  Customer Answer

  Date: 03/20/2024

  
  
  

  [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:

  The car was taken to Werner Hyundai on August *** **** at
  *AM. Repair Order #*91150 clearly shows this date. The car was picked up on August
  11* **** at 5PM. Repair Order #*91150 clearly shows this date.
  

  The cars computer shows *  DTC codes (C1*010**C*****1*C1**0*1 and C17*1*1
  that originated and reported on 7/*1/****. 7 DTC codes
  (C1*0****C1*010**C17*1*1*C1**0*1*C1*010** and P0*01**) were tripped on
  */9/****. On */11/*0*** * DTC codes (C17*1*1*C1**0*1*C*****1* and C1*010*) were
  tripped. 1* more DTC codes were tripped before */1*/****.

  
  The complaint was that multiple error lights had been coming
  on and going off. At the time* 11 recent DTC codes had been tripped. I did not
  mention a “faulty repair” because I did not know that the
  original* patched wiring harness was the problem. Werner Hyundai should have
  seen the Diagnostic Trouble Codes that switched on the warning lights. These
  DTCs are clearly logged in the car’s computer. Even a non-mechanic* such as
  myself* can easily see these codes. They declared that “the vehicle was
  operating as designed”. It was obvious to me that Werner Hyundai was not going
  to look at my car properly* and I took it to Jenkins Hyundai here in Leesburg*
  FL.

  
  

  Regards*

  
  

  *** ******

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:02/28/2024

  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.

  In June 2023, I visited the Werner Hyundai dealership with a problem about non-functioning climate control. The issue was diagnosed as a shorted blower motor. I was told a new one would be ordered and I would get a call back in a few days to do the repair. I was never called back. Upon revisiting the issue in November, I was made to come back to re-diagnose. This time, they said the issue was burnt/melted wiring. I was told there was no loaner for me to borrow and that they would call me back after 2 or 3 days after they found a suitable rental. Again, there was never any call back. Meanwhile, the sales reps will not stop harassing me to sell my car back/trade it in. I have told them more times than I can remember that I do NOT want to trade in my car, yet they continue to call or text me once per quarter to solicit me, all while refusing to follow through on repairing my car. They have already admitted that it is covered by warranty and will be on them to repair at no cost, yet they just seem to have no interest in doing so, and only want to harass me to sell the car back to them instead. I just want the car fixed, nothing else.

  Business Response

  Date: 02/28/2024

  Re the above referenced complaint; The vehicle was first seen in the service department in 8.23 for a complaint of '**** will stop blowing intermittently' The. tech removed and tested blower fan which was operating as designed. Tech also checked and cleaned terminals, checked pin tension and fan resistor continuity.  Fan was working as designed.

  The vehicle was next seen in the service department ***** for a complaint of the defroster being inoperative. The tech found the blower motor had an intermittent internal fault. The blower motor which was replaced. 

  The vehicle was brought back with a similar complaint in 2.24. The tech was able to isolate a fault in the wiring harness that had caused the intermittent problem with the **** system.  The part was ordered and arrived here in the service department 2.27.24.

  The customer will need to bring the car into the service department for the replacement of the harness. The advisor can set an appointment for the replacement of the harness at the customer's convenience.

  I hope this will resolve the issue as far as the service department is concerned.  The sales calls that the customer has also taken exception to have nothing to do with the service department. That said, I will do what I can to stop these calls.

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

  Werner Hyundai Service Manager

   

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Several times my sister and I have taken our vehicles to Warner Hyundai in Tallahassee for service which is required by our warranty contract. Each time we have been charged for products or services we have not received. For example, The last service was done on February 17, 2024. They stated that my wife needed an indoor cabin air filter and we were charged $58. however they did not replace the indoor cabin air filter. They replaced the engine air filter which is about $13. Upon finding this out, I immediately called **** ******* the service manager at Warner Hyundai Tallahassee. He stated that they indeed did replace the indoor cabin air filter. He stated he was looking at it in the trashcan. it was not replaced.
  Prior to that service my sister was required to bring her vehicle back for Factory recall parts. She was subsequently charged $700 for this repair that was supposed to be covered by the factory recall or they would not release her vehicle back to her.
  We are not the only people that they have done this to. There are thousands of complaints against Warner Hyundai Tallahassee. This business has proven over the years that they are indeed defrauding a lot of people.
  We have also found out that they are falsifying documents, stating that licensed technicians are doing the service on our vehicles. It clearly states on our receipt that John Flemmings , license number **** did the service on our vehicle. There is no one by that name that works at Werner Hyundai Tallahassee.
  We would like to see this fraudulent activity stopped. We would like an investigation done as there are service records that could confirm their fraudulent activities. please help… we are bound by our warranty contract to take our vehicles there, and they are lying and stealing from us every time.

  Business Response

  Date: 02/22/2024

  Re the above referenced complaint-

  There is only one service visit in history here for this customer. Previously the vehicle underwent a used car/ Hyundai Certified Car Inspection that was completed on 8/31/23 prior to the purchase of the vehicle by this customer.

  The vehicle was seen in the service department the one time,  for routine maintenance on 2/17/24.  The dealership provides oil change service with tire rotation free of charge for 2 years after purchase and this maintenance was performed along with a multi point inspection. The technician recommended that the cabin air filter be changed and the advisor informed the customer of the recommendation and what the filter replacement would cost. The customer approved the replacement. (Filters are not included in the maintenance plan service.)

  The customer called later to say that the filter had nor been changed, that instead a cheaper filter had been replaced. The advisor had the dirty cabin air filter in his waste basket and the customer was assured that it appeared the correct filter had in fact been replaced. The service manager advised the customer to stop by the service department so we could confirm this and make any correction necessary.

  The technician referenced in the complaint is a long tenured Hyundai Certified technician.

  Based on the very brief service history it is unclear what the customer is referencing but at no time has warranty work been knowingly charged to this or any other customer here.

  I would advise the customer to allow us to check the filters in their car if they still insist the cabin filter was not replaced.

• Initial Complaint

  Date:01/02/2024

  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.

  Subject: Formal Complaint: Unresolved Issues and Poor Customer Support I am writing to file a formal complaint against Werner Hyundai regarding the 30k vehicle I purchased in May 2023. My experience has been nothing short of a nightmare, marked by multiple issues and a complete lack of customer support.The finance representative's aggressive behavior and inappropriate personal disclosures during the transaction were utterly unprofessional. Despite my efforts to provide real-time feedback through a private review, I received no response from management, indicating a troubling lack of concern for customer satisfaction.The dealership's refusal to address post-purchase detailing and repairs, citing a conveniently closed service department and later claiming a time constraint, reflects a blatant disregard for honoring commitments made during the purchase process. The financial discrepancy between the figures presented during the purchase and the final numbers remains unaddressed, showcasing a concerning lack of transparency and accountability.Six months after the purchase, the check engine light illuminated, revealing undisclosed issues that the Hyundai dealership in my new town brought to light. However, when seeking assistance from Werner Hyundai, the staff, including ******, ******, and ****, displayed disrespectful and rude behavior. ****** refusal to address concerns and inappropriate discussions about my credit score only worsened the situation.Despite multiple attempts to resolve these issues and seek support, Werner Hyundai has failed to demonstrate any commitment to customer satisfaction. This formal complaint serves as a record of the unresolved issues and poor customer support I have experienced. I expect a prompt and thorough investigation into these matters, along with a comprehensive resolution to rectify the grievances outlined in this complaint.

• Initial Complaint

  Date:01/02/2024

  Type:Order 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 Sept 15, 2023, I bought a 2022 Tucson from Werner Hyundai in ***********, **. After I had signed the contract & financial agreements, I was told that the car had to be "certified" - that is the dealership would put on new tires, replace some filters etc and that the car would be available to me in few days. It's now 12/21/23 and I still don't have the car. The service department told me on 12/1/23 that another part was on order and as soon as this part came in, they'd let me know (today I was told that the part had not yet arrived.) At this point, I don't want the car - if it's so difficult to "certify it" - I worry that it may never perform well. I can't get anyone to return my calls; everyone seems to 'no longer work here". I really don't know what to do now. They have given me a "loaner" so I have transportation but I feel that I should be given a refund and never have anything more to do with Werner Hyundai.

  Business Response

  Date: 01/10/2024

  The customer purchased a used vehicle from the dealership as she states. She delayed taking delivery of the car until the fuse cover for the vehicle could be replaced.  After taking delivery the customer returned to the dealership complaining that the vehicle was making a squeaking sound over bumps and when turning.  *********** manager drove the car and confirmed the complaint. The customer was placed in a service loaner car for the duration of the repair. 

  This kind of small squeaking noise can be very difficult to isolate.

  The noise seemed to be coming from the right side suspension. When lubricating the moving components did not reduce the sound we proceeded to replace components that were the  likely source of the noise, which were those with bushings dampening sound and vibration. We replaced the control arm, the strut bumper, the strut assembly the stabilizer link etc. 

  Because the sound only occurs when the car is on the ground we are going to need to use an electronic chassis listening device to try and isolate the source of the faint squeaking sound.

  We expect to resolve the situation shortly and get the car back to the customer functioning as designed.

  Thank You,

  Service Manager,

  Werner Hyundai

   

   

  Customer Answer

  Date: 01/13/2024

  [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: 21041294

  I am rejecting this response because: while I appreciate all the service department is doing to get the car back to me, the fact remains that I bought this vehicle 4 months ago. I'm paying for a car a don't have and at this point don't have much confidence in. I think the sales department should be working to cancel the sale and buy the car back. I never "refused" the car because of a panel cover. ON THE *** I PURCHASED THE VEHICLE, after I had signed all the financing agreements etc, **** *** (or maybe **** ****) in the finance department said "opps, that car should not have been on the sales floor, it needs to be certified, but don't worry, this will take only a few days & we'll give you a loaner". Well, 4 months later I'm still driving their loaner.

   

  Regards,

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

• Initial Complaint

  Date:10/24/2023

  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.

  Please see attached upload related to purchase and service of 2018 ******* ***. Dealership has failed numerous times to keep communication commitments and have yet to repair my vehicle.

  Business Response

  Date: 10/24/2023

  Re the above referenced complaint;

  The vehicle was seen in the shop for a vibration and clicking sound in the seat. The technician found that the seat back was loose and vibrating causing the clicking noise. The seat track assembly had an excessive gap in the rail causing the seat to vibrate.  These parts were back ordered and so timely acquisition was not possible.  The customer was placed in a loaner car while her car was in service. The extended warranty was used to cover the repair as this was the only warranty coverage that was available for the customer's vehicle.

  The work was completed on the car 10.18.23 with the amount due covered in full by the customer's extended warranty company.

  The customer has not yet picked up her vehicle.

   

  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:

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 10/25/2023

  The response from the business is not fully correct.  The vehicle was initially taken in due to a missing bolt in the driver's set that was causing it to click when making turns. ALSO, the vehicle was taken in related to a constant bounce in the drive of the vehicle.

  NO ONE from this business has reached out to me since i dropped the vehicle off.  NO ONE!

  I called this business on Tuesday, October 24th and spoke to Ms. *** wh processes  the loaner vehicles and advise her no one had reach out to me.  Ms. *** later sent a text stating that the business was still waiting for a part which was due to arrive Nov. 3rd.   Ms. *** extended the loaner vehicle.

  I did not give the business authorization to charge this expense to my personal extended warranty as the business should have taken responsibility for the repairs.

  It insults me that this business would lie and state that the vehicle is ready for pick up and I just hadn't picked it up.

  NO ONE has communicated or reached out to me about this vehicle.  I always have to call them!

  Business Response

  Date: 10/25/2023

  Re the above referenced complaint/ rejection-

  I'm sorry that the customer was not receiving regular updates re the status of her car's repair, and also that I incorrectly informed her that the car was done and ready for pick up

  The customer's advisor is no longer with the company so I am likely working from incomplete information re the original write up of the car and the subsequent follow up. 

  The customer is correct that the work on her vehicle was not completed despite my assertion that it was. There is a remaining part required to complete the repair that is on backorder and will be installed in the car as soon as we have it.  We will also attempt to duplicate the customers complaint of noise over bumps once we can eliminate the seat issues as a source of the noise after the seat repairs are complete,

  The customer's phone does not receive calls during regular business hours and the vm box was full when I tried to call her.  (The advisor had said this was also the case when he tried to call her previously,) She was in communication with my warranty and loaner car administrator  who updated her and apologized for my mistaken assertion that the car was done yesterday afternoon. She was also informed of the backordered part

  The customer's extended warranty was used as there was no other way for the service department to cover the cost of the repairs as the car is out the of factory warranty. We submitted to the warranty company and they approved the claim following our usual protocol.  

  We will do everything we can to insure the timely completion of the repairs on the customer's vehicle. She has been in a service loaner and will remain in our car until the repairs are complete.  I will update her by text when we have an ETA for the part we are waiting for.

  Sincerely, 

  **** *******

  Service Manager

  Werner Hyundai

  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:

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 10/26/2023

  I am rejecting this response because:
  Regards,
  ******* ******
  Understanding the business position that the service advisor that handled thus repair is no longer there; is not my issue.  The initial complaint for repair was a bouncy motion in the ride if the vehicle and a missing bolt in the driver's seat.  I said nothing about "noise"!  
  The issue of cost should have been handled by the dealership as they sold a defective vehicle. Not charge my independent warranty to avoid incurring the cost!
  The representative that handle the loaner vehicles was respectful enough to communicate via text as i have explained to every staff member encountered there that I work in a call center and cannot take calls!
  The issue of a loaner; is simply this.  If I wanted to ride around in a rental vehicle; I would not have purchased a vehicle!
  I have explained to Ms. *** that if  I pick that vehicle up and there are still issues after having it at the dealership over 2 weeks; I am going to blow a gasket!  If tires are needed, if a new rim is needed; fix the car#!

  Customer Answer

  Date: 11/09/2023

  Respectfully, the status is "awful".  The dealership has had my car 4 weeks without one status call to date.

   

  Thanks for reaching out.  I am now seeking a attorney.

   

  Have a great day!

• Initial Complaint

  Date:10/23/2023

  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.

  My car was serviced at this dealership on Monday September 25th 2023. My brother drove it there and drove it home. The next morning Tuesday September 26th 2023 I noticed the front driver side of the splashgaurd at the bumper was hanging down. I called the service center to see what I needed to do. I was told my "advisor" was not available but a message would be left for him and he would call me back by close of day. I never received a call back. On September 28th 2023 I called again. This time I asked to speak to any advisor to which I was told I could only speak to my original advisor who was not available but they (they person who answered the phone) would also forward the message to the managers. I should expect a call within a few hours. Again no returned phone call. On October 5th 2023, 10 days after original service 9 days after first attempt to get issue resolved I called and asked to speak to service manager. He was not in the building but they left him a message about my issue. So I drove AN HOUR AND 10 MINUTES to the dealership to get this resolved. Magically the service advisor was back in the building. He hasn't received any of my messages when he went to investigate he came back to tell me my "advisor" was out sick. When I explain I asked to speak to anyone the last time I called and was told I couldn't but the message would be forwarded to him he seemed confused. He took my car to the back and brought me back and explained his tech couldn't possibly have caused damage to the splash gaurd cause it's not touched during regular servicing. He also noted the gaird looked cut off. I showed him a photo of how it looked on September 26th. Explained dragging on the road probably cut it off "rocket science." He then accused my brother of hitting something on the way home and that's what damaged the clips/splash guard. I pointed out no damage to the bumper or where the clips should have been that were missing. He took my number and I haven't heard back from him.

  Business Response

  Date: 10/24/2023

  Re the above referenced vehicle;

  The vehicle was in the shop for maintenance as the customer describes.  A few days later the customer returned to the shop with the vehicle stating that the vehicle's splash guard had been damaged as a result of having been left lose or unattached following the recent service here.  I inspected the vehicle on a lift and had the customer join me to look at the undercarriage the car.  The front leading edge of the splash guard on the drivers side had become detached at the front. A section several inched long had been worn down by contact with the road or cut.  I told the customer that the splash guard is not removed during oil change service and showed him the small door that is removed to perform this service.  For this reason I was not inclined to determine that the damage had been caused by negligence during the performance maintenance here.  I thought it was likely that something had hit the splash guard and knocked it loose from it's forward attaching points.  I had told the customer that if the damage had occurred as a result of our mistake we would of course cover the cost of repair. Given that the splash guard would not have been removed during the course of the maintenance service performed, I said that I would provide the replacement shield for the customer at our cost with no charge for labor.

  The customer was amenable and so I ordered the part.

  Given this complaint, we would be willing to cover 50% of the cost of the splash shield replacement as a good will repair if the customer would find this to be an acceptable compromise.

  Thanks,

  **** *******

  Service Manager

  Werner Hyundai

  Customer Answer

  Date: 10/25/2023

  Mr. ******* actually told me that he would review camera footage and if the camera footage showed that his service team removed the splash guard then he would replace the splashgaurd at no cost to me due to their error in reattaching. Mr. ******* stated he did not have access to review camera footage but would get with management to review it and call me after they watched the footage.

  Mr. ******* also failed to mention that he did not call me like he said he would and did not return my call after I left a voice mail. 

  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:

  Mr. ******* actually told me that he would review camera footage and if the camera footage showed that his service team removed the splash guard then he would replace the splashgaurd at no cost to me due to their error in reattaching. Mr. ******* stated he did not have access to review camera footage but would get with management to review it and call me after they watched the footage.

  Mr. ******* also failed to mention that he did not call me like he said he would and did not return my call after I left a voice mail. 

  
  

  Regards,

  
  

  ******* ***

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 10/26/2023

  Re the above referenced complaint-

  Video review showed that the splash guard was never removed during the maintenance service that was performed in our shop. Only the small access covers were removed and the video shows them being put back on.  If I was unclear when speaking to the customer I will apologize when I contact him.

  As stated previously, because the splash guard was not removed during service I saw no reason to think the damaged splash guard had been left loose and that the damage had resulted from the technician's carelessness.  For this reason  the cost of replacing the splash guard would reasonably be the responsibility of the vehicle's owner.

  Customer Answer

  Date: 10/27/2023

  I received a phone call from Mr. ******* on 10/26/2023 and he informed me that the technician did not remove the splash guard. I asked him if they had the part to replace to fix the car. He stated he didn't know if he ordered it the day I came in. I reminded him that he told me he ordered the part. Mr. ******* told me the part should have came in then that he would call me back with an update. It is 7:56 cst and I have not gotten a return call. I am willing to accept the dealership offer of paying 50% for the part and having the new splash guard put on the car. I appreciate the dealership replying to my concerns and handling this professionally.

  Customer Answer

  Date: 11/01/2023

  [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. The resolution being 50% the cost of replacement of splashgard. I was previously quoted by Mr. ******* as it going to cost approx $250.00 so 50% would be approx $125.00. I look forward to receiving a phone call when the part is in stock as I still have not heard back from Mr. *******.

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ******* ***

  
  

  
  

  
  

   

• Initial Complaint

  Date:07/12/2023

  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.

  This entire dealership and the people that work there are the lowest of low people. Every single person I have encountered has been rude, disorganized and unprofessional. I brought my car in for a non-battery related issue and left with a super dead battery that they are unwilling to replace free of charge. I have been lied to several times by various people, I’ve been given the run around and I’ve received the WORST POSSIBLE CUSTOMER SERVICE OF MY ENTIRE LIFE! This place is awful and sad to say it hasn’t always been that way. **** ******* the Service Manager did not do a good job taking care of my requests and my service advisor ******* ***** did a very poor job keeping me informed of the services my car received and when it would be ready. They had my car for over a month and three weeks into the repairs they lied and said my part hadn’t arrived when another representative confirmed it had! The fact that they took FOREVER to fix my car and it stayed up there so long has definitely contributed to my dead battery and therefore they should pay for it! Every person that answers the Service phone line has been rude and unhelpful. This entire establishment should be shut down because the way they do business is downright shameful and disgusting. The loyalty I once felt to the Hyundai brand and this dealership has instantly been wiped away by this awful experience! The fact that they had the nerve to ask me to pay for a new battery and the labor charges for installment after everything they’ve already put me through goes to show just how little they care about the customer and are more interested in their bottom line! They are the epitome of the worst type of companies. The ones customers should run from. They are greedy, rude, unprofessional, inconsiderate, unhelpful & don’t deserve to have customers do business with them. I even tried calling the managers directly & got no answer. I am expecting a free battery & the most high up manager to reach out to me immediately.

  Business Response

  Date: 07/17/2023

  M.s ******* car was seen in the dealership on 5.13, to order a replacement door handle which would also require paint. She returned with the car in June for an oil change, an inspection and the replacement/ installation  of the door handle.  Ms. ******* had asked if she could pick up the car after hours when the work was complete but did not return to get the car until several weeks later.  After the customer picked up her car she stated her battery had subsequently died.  

  This vehicle is a **** ******* with 24806 miles.  At the point the customer states her battery had gone dead the battery would have reasonably been at the end of it's service life. For this reason the dealership did not offer to cover the cost of replacing her battery.

  thank you

  **** *******

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

  Werner Hyundai

  Customer Answer

  Date: 07/18/2023

  
  
  

  [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:

  The service manager states that I dropped off my car in May and then re-dropped it off in June but that is incorrect!! It had been there the entire time. When I went to retrieve my car they lost my keys and told me I had to return another time! It was very inconvenient returning for a second time to pick up my car and I was not able to come pick it up again until the following week or so. My car was in excellent condition prior to going there and nothing was wrong with my battery. It is my belief that my battery would still be functioning if it wasn’t for them not driving my car occasionally to maintain the battery life or if they didn’t take so long to finish my repairs. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 08/18/2023

  We would like to resolve this complaint if possible.  In the original repair order, there was no mention of any issues related to the battery. And while the time line for the repair was regrettable the battery is the original one that came with the car which is a 2018 model.  For this reason,  battery issues experienced by the customer would have been expected given it's age and wouldn't be the result of anything we did here.- If it was we would replace it.

  If I misspoke re the customer's pick up timeline apologize for that, and also for any miscommunications that occurred between the customer and the service advisors.