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:12/13/2023

  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.

  My car was brought into this dealership on 11/28 for a tire and rim repair. On 11/29 the warranty company approved of the repair and for them to start fixing my car. On 12/1 I was told by ******* that my car would be completed no later than 12/4. On 12/5 ******* told me that my car was sitting due to them outsourcing the rim and tire company. On the morning of 12/7 I was told by ******* that he needed to submit for payment and the warraty company would need to send him proof of payment. When I asked if I needed to contact them myself, he stated "I could fix this if you get off the phone." RUDE. I called again on 12/8 to find out he didn't request proof of payment until AFTER 5PM ON FRIDAY 12/9/2023. I made it clear to him earlier that week that I needed my vehicle because (1) I need to fit in things for my special needs child and (2) I have a demanding job. They did not offer a rental and did not call or contact me. On 12/11 ****, the Service manager told me that she was waiting on proof of payment of the check (the method was a photocopy of the check and the ***** shippinf/tracking). On 12/12 I did not hear anything from them. On 12/13 I contacted my warranty, the warranty I purchased when buying my brand new 2023 Hyundai Palisade from Potamkin Hyundai of **************, **, and they verified that they sent a copy of the check and the tracking to ******* at this location. I showed up to pick up my car, after letting ***** know that I was on the way, **** still refused to release my check but the check was now not signed. This was not apart of the agreement none whatsoever prior to me picking up my vehicle. **** was extremely rude and condescending even when I expressed to her that I need my truck for my job and special needs child. I do not recommend this place and will contact all management involved to notify them of how this location treated me.

  Business Response

  Date: 12/26/2023

  Customer  had an Extended warranty Claim (Aftermarket) for a wheel repair to be performed from an outside wheel vendor which we have no control of timeframe of completion, and our payment by check was coming by US mail in which we have never done business with that company prior. After being informed of her repair being completed customer  wanted us to release the car prior to receiving the physical check, as all we had was a copy of an unsigned check from the company, and a tracking # from the wheel companys shipper. **** was informed the we dont release cars prior to receiving payment in full, and at that point the customer was given the option of paying her bill and we would release the car to her and would call her to pick up the check when it arrived, she declined, and at that point started causing a scene in the service drive by yelling at the service lane manager ! She has since picked up her car after we received the check, also the customer and another male with her were the ones raising their voices and  yelling and threatening to prosecute us for theft by deception, and telling us she was a lawyer and was going to file suit! 

• Initial Complaint

  Date:10/18/2023

  Type:Customer Service 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.

  Attempted Fraud.

  Business Response

  Date: 10/20/2023

  **** has only been here one time for 2 recalls, which were performed, but and takes her car to other places for service. Her shocks are worn out, as were were putting her car on the rack for free to show here that her shocks were bottomed out, due to no oil in them. customer started cussing and raising her voice, and making accusations about Southtowne, and  the shop *******. We lowered her car, took it off the rack and ask customer to leave and not to come back. **** purchased her shocks at ***** tire and had no charges here, customer was told not to return to Southowne Hyundai property and have her car serviced elsewhere!

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20747955
  
  I am rejecting this response because:
  Yes I went in for 2 recalls on my vehicle.  When I was waiting In the waiting area I was approached by a worker and told I needed 2 new shocks in the rear of my car. I was show poctures of my shocks rhat they took to shiw me. The amount of the new shocks were  going to be  over ****** . I declined because I had had both my shocks replaced just a little over a year ago at *****. So after receiving my car back after the recalls were done I decided to go to *****. I went there and got the Manager. I showed the Manager the photos that Hyundai provided me of the supposedly worn out and leaking shocks. They were still under warranty.  The Manager put my car up on a lift and removed the 2 rear tires. He came and got me to view car shocks. They were both not worn out and leaking. I took pictures also of them. The Manager put a statement in writing and signed it.  That is in the file as evidence.  I did return to Hyundai to discuss the situation. I was pleasant to the Service Manager and asked her to but my car on a lift and show me why they stated that my shocks were worn out and leaking. She said to me that I was not permitted to go into the Service Area because I had open toed shoes on. I said ok and said I would go home and get my sneakers and that I would be back. She said ok. When I returned to Hyundai they asked me to go to the waiting area upstairs while they took my car in and put it on a lift before coming to get me. I did say that I would rather wait outside by the garage.  And that is what I did. There was no unpleasant words spoken at thus time. From there as I was walking through the service area and noticed a Man standing on the back door. I said hello to him and in exchange he said hello back. I asked him his name he said *****. I then knew that he was there to oversee the situation and asked him if he was. He replied yes. I responded to him by saying I'm glad you are let's please discuss the situation at hand. He then proceeded to ask my what I wanted from Hyundai and I replied that Hyundai is saying I need 2 new rear shocks and ***** is stating that they are just fine and there is nothing wrong with them. ***** proceeded to try to intimate me by asking me who works on your car. I replied that this had nothing to do with what is happening with the situation at hand. He then replied to me that he wanted to know who does the work on my vehicle.  That is when things did get heated. I felt he was not being respectful to me . I replied that I far as I was concerned that who worked on my car was none of his business, and that it had nothing to do with what was happening with the situation at hand again. I did follow with, I have experience with machanics because I use to race cars and use to do a lot of my own repairs etc. ***** then asked me what I was looking for and I replied,  I would like my car to be put on a lift and to show me the worn out shocks and leaks that they are saying I needed repairs to. And I did say also that I would like to know who is lying to me, Hyundai or *****.  ***** replied, go sit down!  I then took a deep breath and went outside to wait on them to put my car in the garage and come get me to examine the shocks. I watched as *****, the Service Manager, and the Macanic congregated under my car. They were there approximately 3 to 4 minutes before they dispersed.  I continued to wait and then observed them congregate under my car again for appointment 3 to 4 minutes.  Finally the service manager came and got me to view the car. I proceeded to the garage and when I got to the car I asked permission from the Macanic if I may come under to look. He replied yes. My car was on a full steel lift. All my tires were on the lift. They had not put my car on a lift that goes under the frame of the car and remove the baxk tires so that it would be easier to view. ( Like ***** had done.)  The Macanic took a a small flashlight and pointed it way up to the rear shock on the passenger side of the car. He proceeded to say see the leaks. I tried my best with my face up against the steel frame of the lift to see the shocks and with his little flashlight that was not given off enough light I then said to him, please stop and please take my car off thus lift and put it on a appropriate lift and remove the back tires so that I could view the shocks appropriately.  He rose his voice to me in frustration and said he didn't have time at the moment to do that and I would have to wait until he did. I responded ok thank you and I would go back outside and wait until he could. I left the garage.  As I waited outside, I watch *****,  *********** Manager,  and the Macanic congregate under my car again for approximately 2 to 3 minutes.  From there I watched as the Service Manager got into my car and backed it out of the garage and drive it to the front of the building.  I watched as she for out of my car and crumpled up the paper they put over your seat to keep it clean. She had my keys also in her hand and she was walking to go through the service area and come to me . ( I was on the the other side) I decided at that time to meet her half way. She dangled my keys in my face and told me to leave the facility.  I did respond that I wasn't going anywhere until they proved to me that I need my rear shocks replaced in the amount of over ****** dollars. She replied to me that that was not going to happen and that I needed to leave  now. I was very upset at that moment for I felt I was completely being lied to and that they were trying to Attempt Fraud me. I responded with with just that. I also commented to her that I was going to call my lawyer, in return she said to me go ahead and get out. I left the service area and got in my car where I called around for a second opinion on the rear shocks. I was able to take my car to crossroads automotive , where they put it on a appropriate lift removed my back tires and showed me the shocks that were not worn out and leaking. I have also sent proof of that by them and signed. Since then I have reported them to the sheriff's office, I have a case number.  I have been in to discuss the situation with a man named *****. He said to me he was upset by this situation,  he understood why I was upset and he was upset also by how things were handled there and how I was mistreated.  He said he was going to have a bussiness meeting with the employees about this. ***** said he would call me In a day or two and discuss further with me. He has not done so, and a week later after speaking with him I called and left a voice message on his phone asking to please call me back to discuss further.  I have not gotten a response and when I call there to talk to someone it always goes to a leave a voicemail. Not sure what that is about. I leave this statement feeling upset and hurt by the actions that have unfolded here. I am new to this area and now have nowhere to take my vehicle to if needed for recalls and such. If Hyundai were to look at my vehicles history they would see that back in my old state of residence I had taken my car there many of times for repairs.  I would like to add I had never been treated in such a disrespectful way there. 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/21/2023

  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.

  The vehicle, a 2020 Hyundai Santa Fe was purchased on 15 August 2023 for $32,327.72 and a trade-in for $1500 for a total of *********. Even after negotiating an Out price for ******, they managed to scam me for an additional $4500, and when I tried to question the numbers they told me my math was wrong and were frustrated that I was taking so long to close. After taking the vehicle home and seeing it the next morning I noticed severe hail damage across all panels of the car that was not visible the day before nor was it disclosed to me. The rough estimate for repair not including replacing the hood is $3404.75. I have tried on several occasions to reach the dealership, and speak with the General Sales Manager and have kept getting stalled and or ignored. On Friday, 18 August the *** said he would have someone look at the car on Saturday afternoon. I drove the car to the dealer and he said his body repair guy was unavailable Saturday and said he would follow up with me Monday morning. Monday afternoon, 21 August I reach back out to the *** and was told his body repair man is too busy at the moment. At this point, I have reached out to my bank to put a stop payment and have emailed the *** and General Manager, and have not had any response. I have never been so dissatisfied with a company and only want to be treated fairly. The vehicle is quartz white and the time we inspected and tested the vehicle was around 11 am 15 August 2023 when it was 88 F and clear skies which made it very difficult to spot dings or dents on the surface as the light reflected off of it. To top all that off I was baited and switched when I went to view a different vehicle, a 2022 Santa Fe that was my initial inquiry only to be told it was a lemon and that I had to finance with them to even be considered. The car was not listed as a lemon on the website nor was it ready for us to view when we arrived, instead they had a **** Hybrid model waiting for us.

  Business Response

  Date: 08/22/2023

  A) Negotiation was handled appropriately - at end of the day what is presented and signed in the business office is the final numbers. If customer is unsatisfied or unhappy with those numbers than they are under no obligation to sign all documents and take delivery of the vehicle.

  B) All preowned vehicles are sold as is. Consumer spent multiple hours on site at the dealership in broad daylight with plenty of time to inspect all aspects of the vehicle. 

  C) All manufacture buyback vehicles are properly disclosed to all customers - consumer's lender of choice does not finance those vehicles so a different vehicle was necessary

  We are happy to put consumer in touch with a vendor/company who can repair any imperfections of the vehicle or trade them into a different vehicle. 

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20503617
  
  I am rejecting this response because:
   
  I did not initial under as is and do not accept your terms to trade-in or to pay for the repairs. I only asked for the proper repairs to be made or reimbursed the difference of value in the vehicle. Please have a little decency and integrity. I have contacted the Navy JAG and have placed a stop payment on my account and will be returning the vehicle today. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/30/2023

  Spoke to consumer's military supervisor - they are working on a resolution

• Initial Complaint

  Date:08/21/2023

  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 company has my car for two months. I am having problems with my thermostat for the third time. In fact, I have replaced my thermostat three times in the last twenty months. The first time occurred in December 2021, February 2022, and now they are forcing me to do it again in August 2023. They are using inferior parts, or they have a mediocre service department. I really believe it is a major recall issue with the thermostat and they are misleading me as a consumer. They never provide me with any personal courtesy, which is very unprofessional. I am extremely disturbed regarding this redundant situation.

  Business Response

  Date: 08/21/2023

  Hello there ******************. My name is ***********************, eCommerce Director with Southtowne Chevrolet Buick GMC Cadillac. I'm sorry to hear of your frustration, however you've submitted your complaint with the wrong Southtowne location as you're looking for Southtowne ******* across the street. Please feel free to contact the Service Director ********************* at ************. 

  Business Response

  Date: 08/29/2023

  ********************* car came in overheating on RO No: 117456  Opened: 02FEB22  Mileage: ***** (see Original attachment 1) and the thermostat was replaced with a Original Equipment part and it came with a 12month/12 mile warranty. ***************** came in a second time with a leaking water pump and it was replaced on RO No: 123657  Opened: 02AUG22 Mileage: ****** and needed a water pump (see atachment2) and received a 12month warranty on it, all original equipment.. Car has not been back in until open Repair Order on 7/27/23 and now needs another thermostat due to being overheated while driving. He now has  114,486 miles from the first thermostat replacement done at ***** miles which is ***** miles later, and that repair carried a 12month/12000 mile warranty. Unfortunately ***************** is out of warranty and would be financially responsible for the repair. Mr ******** warranty on the water pump replacement does not extend any time on the original thermost replacement repair.

• Initial Complaint

  Date:11/29/2022

  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.

  I went to purchase a car on March 25th 2022. I was shown a 2022 Hyundai Santa Fe and was told my monthly payments would be $500 a month including gap insurance. I had to leave the dealership to go to a doctors appointment in which they said was fine but asked that I signed the gap policy before leaving with the vehicle and that. I could return to pay the $1,000 down payment. Upon doing so, I pay the $1,000 deposit sign 2 forms and leave. I get home to look over the contract to find out that my payments were $700 a month and that signature had been forged on the contract. I went back as soon as they opened the next morning to have documents snatched out of my hand by the sales manager and then told they did no refunds or returns. I tried reaching out to the dealership manager and owner and never got a response after multiple attempts. I reached out to Hyundai finance as well seeing that they financed the vehicle and told them what happened but they are supposively still waiting on the video from the sales office of me "signing" the document. They haven't recieved this because I never signed the contract. The car has now been repossessed due to me not being able to afford $700 a month unlike the $500 I was told. This is now on my credit and I want it removed.

  Business Response

  Date: 12/08/2022

  Of course there are three sides to all stories, all documents in the deal have the customer signature on file.  The signatures match the contract that was funded from the bank.  We will not be asking anyone to remove anything from anyones credit.  

  Customer Answer

  Date: 12/11/2022

   
  Complaint: 18480910
  
  I am rejecting this response because:

  I have proof that the signatures are not mine and do not match in any way shape or form. Hyundai corporate also has all of these and have requested the video of me "signing" these documents but can't ever get a copy of it. Please provide this if in fact you do have it. Otherwise I would like my $1000 back and foe the vehicle to be removed from my credit. :-)
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/23/2022

  Please refer to the previous response .

  Customer Answer

  Date: 12/26/2022

   
  Complaint: 18480910
  
  I am rejecting this response because no matter what your previous response said, it's not correct! Again, I would like my $1,000 down payment back and the car removed from my credit, or should I say, Refer to my last response. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/06/2023

  Please refer to our previous response to this matter.