Complaints

This profile includes complaints for Rosen Hyundai of Algonquin's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rosen Hyundai of Algonquin

  771 S Randall Rd Algonquin, IL 60102-5914

  
• 

  Rosen Hyundai of Algonquin

  789 S Randall Rd Algonquin, IL 60102-5914

  

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:05/11/2025

  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.

  I visited Rosen Hyundai's website and found a certified 2025 Hyundai Tucson SEL Convenience (VIN *****************) listed at $30,999 with an odometer reading of ****** miles. My salesperson presented me with a price break down where the car's price was adjusted by subtracting my down payment, then adding $2,599 and stated, this was the price to make the vehicle certified, $1,999 for a protection package, and $399 for a theft package, which he insisted I couldn't purchase the vehicle without the add-on packages. I questioned why I was being asked to pay extra for certification since the vehicle was advertised as already certified, and also declined the additional packages, noting they weren't included on the Monroney Label or window sticker. The salesman went around the corner and stated that he talked to the finance manager and that they would waive the certification. But the other packages price we're a must. I stated to him that this was illegal and that car dealerships were not allowed to bundle add on service and force buy to purchase them. He stated that everyone that purchased a vehicle from them had to buy these packages. I left the dealership. I believe that this is fraud and would like this to be further investigated in hopes of saving someone else from bing frauded by this company.

  

  Business Response

  Date: 05/12/2025

  To Whom It May Concern,
  Thank you for bringing this matter to our attention. At Rosen Hyundai, we strive to provide each customer with a transparent and positive car-buying experience. After reviewing the details of the complaint submitted by *******, we have conducted an internal investigation in an effort to better understand and resolve the situation.
  We were able to locate Sabrinas name in our customer management system, but no completed sales interaction appears to exist. Furthermore, the sales consultant who initially engaged with ******* attempted to reach her several times by phone but was unsuccessful due to a full voicemail box and email. 
  We would like to identify which associate ******* worked with during her visit to ensure that proper training and follow-up procedures are in place and that any miscommunication is addressed.
  Regarding the concerns outlined in the complaint:
  The vehicle in question, a 2025 Hyundai Tucson SEL Convenience (VIN *****************), is listed on our website as Hyundai Certified. Certified Hyundai vehicles do not require an additional certification fee. If a fee was presented in error, it was a mistake on the part of the sales consultant and was immediately removed once brought to our attention. We acknowledge this oversight and sincerely apologize for the confusion.
  Not all pre-owned Hyundai vehicles are certifiedsome are certified eligible, which means the vehicle has gone through the certification process but that the power train warranty has not been reinstated. For an additional cost if the customer chooses to do so can be reinstated. In this particular case, however, the vehicle was certified, and no such option should have been presented.
  Protection Package: Our dealership offers a Rosen Protection Package on all vehicles, which is clearly disclosed on our website under the "see payment options" button. A screenshot has been attached for reference. The package includes the following:
  3M Door Edge Guards Protects doors from chips and dings.
  3M Door Handle Film Guards the paint beneath door handles from wear.
  5-Year Key Replacement Covers lost or stolen keys up to $400 annually ($2,000 total value).
  3-Year Theft Protection Plan Offers a $2,500 total benefit, including:
  $1,500 toward a rental vehicle and related costs following a theft-related total loss.
  $1,000 toward the purchase of a replacement vehicle from our dealership within 60 days.
  While this package is offered with every vehicle, we make every effort to clearly communicate what is included and ensure transparency in pricing. It is never our intent to pressure or mislead any customer, and we do not force customers to purchase any products against their wishes.
  We regret that ******* left the dealership feeling dissatisfied. We welcome the opportunity to speak with her directly to better understand her experience and ensure it does not occur again. If she is willing to provide more identifying information or let us know which associate she spoke with, we will take appropriate steps to review the interaction.  Thank you for your time 

• Initial Complaint

  Date:12/04/2024

  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.

  transaction was 12/02/2024 this the the second time i bought car in for the same problem. The first time i paid 450 for repair for a failed emissions test then on the drive home the engine light came on I returned the following day and rosen hyudai said some rodents destroyed some wires and my insurance company became involved thr initiail quote from ****** was 3000 which was a estimate that later was revised to 5000 i agreed to the 5000 if it would fix then car, After many delays the part came in and car was ready on dec 3. I called ****** and asked her for the out the door price and she said she would get back to me with the price she called me back and said the out the door price was 5207. I agreed to the price but when i got the bill the price was higher I complained to ****** and the dealership and asked to speak to the general manager and was told he was busy with a customer. When i got in my car and turned the ignition the tire air tire pressure was low and the engine light was still on. I complained to the service department and the technicians put air in my tires and reset the engine, This is totally unacceptable after spending so much money not to test the work. On the drive home the engine light came on again so after a month time of repairs and delays my car is not fixed and I am out nearly 5900 dollars and no repair. I have lost confidence in the repair abilities of Rosen Hyundai and would like a refund.   

  Customer Answer

  Date: 12/11/2024

  I have a transaction of 5400 on my account the dealer has picked up the car and given me a rental on their dime they had car for 2 days have not heard from them on repair yet

  

  Business Response

  Date: 12/18/2024

  Vehicle had rodent damaged (chewed wires) which was confirmed by an inspector from the ********************************. The estimate was approved and paid for by the customers auto insurance company less the customers deductible. Customer already has been reimbursed the difference quoted as the "out the door price". After repairs the the check engine light had come on, which could be caused by many factors on a 12 year old vehicle with over ******* miles. We drove to the customers house dropped off a loaner at no charge and returned the customers vehicle to the service department for diagnosis. The vehicle has been repaired and returned to the customer at no additional cost.

• Initial Complaint

  Date:09/25/2024

  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 had an appt with hyundai at 1:30pm on Tuesday 09/24. I drop care off on time, for my complimentary oil change and wheel rotation. I also told them to take a look my drivers side cooling seats were not working. So he has me a few hours later that day that sorry we didn't get a chance to look at your car, now im stuck needed to find a ride to pick kids up from school and wife from work. So the next day the service advisor *** calls me and says they found the problem, the cable wires from under the seat cushion were torn. I said this cannot be cause there is no way anything can lodge it's self there to tear these wires. So basically my 50k car i bought new with the best warranty in the world is worthless, he said they cannot cover this issue and it would cost $5700 to fix the wires!!!!! Than he had the audacity to tell me that maybe i pulled it, or the water bottle below the seat did it. There is no way those wire could have been pulled out, unless one they were faulty installed from manufacturer or one of the employees trying to pull the harness off pulled it, the space below is too tight, nothing would get stuck there to rip these wires. This whole organization are a bunch of crooks, also when i asked them for a loaner car becaus *** their fault not getting to my car they said they had none. My question is, maybe that is why he called met that they didn't get to my car on my scheduled appt time, maybe they broke that piece and blaming it on me. They need to cover this under warranty it is not my fault

  

  Business Response

  Date: 09/27/2024

  Vehicle has a wire broken out of a connector under the seat causing the malfunction. A wire breaking out of a connector is not a manufacturer defect, therefore dealership is unable to repair under warranty. Technician did find a water bottle under the drivers seat which when the seat is moved could catch on wiring or other debris that may have been removed prior to service. Technician also notice one of the second row headrests installed backwards. Furthermore, vehicle has had previous seat concerns were Technician has had to remove debris for seat track. (see attachments)

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22339548
  
  I am rejecting this response because: a water bottle will not pull my cord out, i have noticed the wiring harness was too short, so it probably snapped out when somebody pushed the seat back, obviously that would be a manufacturer issues
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 10/02/2024

  It is possible that other debris may have been under the seat at some point. If the harness was manufactured to short we would have seen this concern on other vehicles. We have not seen this concern on any other vehicles. Also the vehicle has been in service for over 2 years and over ****** miles. If the harness was to short I would expect that the concern would have happened long ago. Customer has the right to visit another dealership for a second opinion.

• Initial Complaint

  Date:07/13/2023

  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.

  I purchased a car at this dealership 4/29/23. At the time of signing I agreed to gap insurance and their custom maintenance plan. Approximately 1 week later I returned to have windows tinted. I decided to cancel both services at that time. I found ********************* finance department and told him this. He had me sign a document and said hed take care of it. Its been over 2 months and it still hasnt been cancelled. *** left him several messages to follow up and he doesnt return calls. I ve asked for managers and they have said they will call back and I dont get a call. I just want these both cancelled and my money back.

  

  Business Response

  Date: 07/15/2023

  To Whom it May ******************  Both products have been cancelled and sent to the lien holder (Hyundai Motor Finance).  The extended service contract was also canceled but has to go through a third party which takes longer to finalize.  The third party processed the cancelation and funds were sent back to us on the 26th of June in the amount of $2,395.  Which we then processed, cut a check to the lien holder to apply to customers account.  We always inform our customers that a return normally takes between 4-8 weeks to process.  I have attached copies of both checks that have been sent out to the lien Holder (Hyundai Motor Finance).  The funds will be taken directly off of the principle amount on there account.  Please let us know if anything else is needed.  
  
  Best Regards
  ***************************;
  Rosen Hyundai and Genesis re...

• Initial Complaint

  Date:02/09/2023

  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.

  Brought my Hyundai ******** there for repair because engine light was on. It has been 2 months since I dropped it off. They say that they can not get the parts. I would like this fixed!

  

  Business Response

  Date: 02/10/2023

  Good afternoon,
  
  
  Unfortunately, the part in need to repair ******************* vehicle is on a national back order. Hyundai is unable to provide Rosen Hyundai with an ETA for said part. This matter is out of Rosen Hyundai's control and would need to be addressed with Hyundai Motor *******.

• Initial Complaint

  Date:01/15/2023

  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.

  We purchased a 2016 Hyundai ********. In 2018 My husband was driving home from work. All of a sudden, his engine light started flashing. It started making a knocking sound. *** car started hesitating and lurching. Previous to that, no dummy lights had gone on. No indication at all of anything wrong. We purchased an extended warranty. *** car is under warranty till **** or ******* miles. *** vehicle is at approximately ******. ***y are refusing to honor the warranty. Researching this vehicle there have been many people. That have had the same problem. Not only with the engine seizing, but getting Hyundai to repair it while still under warranty.At this time we have not had it repaired. It is still at Rosen Hyundai in Algonquin, ********.Im looking to the BBB. To helped to resolve this problem. Having them honor the warranty. And repair the vehicle.Thank you, *****

  

  Business Response

  Date: 01/17/2023

  To Whom it may concern, 
    ******************'s Vehicle was brought to the service **** for a flashing check engine light and poor acceleration. Upon inspection technician found DTC P1326 stored, which is causing the engine computer to enter engine protection mode. Technician followed flow chart provided by manufacturer for diagnosis (T3G). The engine failed the testing procedure. Technician continued to follow flow chart and submitted a Prior Approval (**) for an engine replacement under T3G. Manufacturer's PA **** requested the technician to remove the valve cover and supply photos of the engines valvetrain. Upon inspection of said photos by the PA **** the request for engine replacement was denied due to the failure being exceptional maintenance neglect. Rosen Hyundai does not have the authority to approve warranty work, that must come directly from Hyundai Motor *******. We have informed the Customer that if they would like to dispute the declined work, that they would need to call the Hyundai Consumer affair line.  I believe that the customer has the assumption that we at ******************** are Declining the work which we are not Hyundai Motor ******* is.  I have attached the ** Request that was sent in to Hyundai.  Please let me know if you should need anything else. 

   

  Best Regards

  ***************************;

  Rosen Hyundai Of Algonquin 

   

  Customer Answer

  Date: 01/18/2023

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