Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/14/2023

  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.

  5/17, scheduled drop off 9 am, Took car in for a routine maintence, check GPS, seatbelt recall and clicking noise inside cabin, sounds coming from within the sunroof. As of 23rd, they have not looked at car, Contacted me on the 24th, to confrim problem with clicking noise inside cabin They advise me on 24th, that I can pick up car but need to bring back for a longer period to isolate problem. I agreed. Well, I open the rear passenger side door when I get home, open and then close door, door doesn't close properly, had to slam to shut. I immediateley call service advisor, was not available, was not able to leave a message. I drove to dealer the next morning , talked to advisor about the problem.After further investigation, it was determined that one of the technician had lifted the car with a hoist in the wrong location causing damage to the car from underneath, causing the door to get jammed upon closing and requiring to slam shut it. Meanwhile, the service advisor has assured me that they will repair, however there was no service manager due to being on vacation and the General manager of the dealership, according to Genesis corp, had indicated that service issue need to be handled with the service manager. I revisted the dearler on May 30th, talked to service manager, *******************, who assured me they would order the part sameday and address all my concerns. As of June 14th, I have not heard from the service manager or service advisor. Genesis corp advise me to file this complaint, since they are an independent dealer and it would be there responsiblity to assure full restoration of the vehicle. I need the dealership to assure that the vehicle is restored to it orginal state, including the problem with the clicking noise coming from the sunroof, which they indicated would have to remove the head rail.

  

  Business Response

  Date: 06/20/2023

  
  Thank you for sharing your insights with me on our phone call this evening regarding your experience. I do apologize for the lack of communication on our part. I will speak with *** and hopefully the part comes in as expected and we are able to get your car fixed properly. Thank you for giving us a second chance to correct our mistakes.

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20186039
  
  I am rejecting this response because:
  This matter has not been resolved,  yes, the business contact me to apologize for what has happened, but they have yet to fix or schedule a date for the repair work to be done.  The Genesis corporate representative had called on me on June 21st to inform me that the dealership should call me on Friday the 23rd to schedule a repair date. Friday came and went, on Monday the 26th, once again the Genesis Rep called to verified if the business had called to schedule the date, they had not.  As of this date I have had no further calls from the dealership management in regards to getting the repaired scheduled.
  Under no circumstances has this matter been resolved, since my vehicle remains damaged by the dealership.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/14/2023

  Hi ****************** has reached out on multiple occasions. The part has arrived and we have you scheduled to come in for the installation so we can remedy this.

• Initial Complaint

  Date:12/20/2022

  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.

  My vehicle was stolen November 10 2022 and towed to mcgrath it been a month and I've been asking them for pictures and an estimate of my vehicle everyday it a new excuse I would like for them to give me an estimate of my car so that I can take it our there shop my insurance company state farm also jeep claiming that they will go out there neither had done anything now im out of money for extending my Rental

  

  Business Response

  Date: 12/20/2022

  the issue here was with the insurance company not the dealership and has since been resolved....thanks

• Initial Complaint

  Date:09/07/2022

  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.

  Took my Car in on September 10, 2021 with humming noise and check engine light. They told me it was starter and passenger wheel bearing .I replace both $986.19 then they told me that my car still had a noise and it was my drivers side bearing. At this point I did not trust them so I took my car. On leaving their lot my car had a loud clanking noise took it back with minutes since I had to go around the block and ask them where did that noise come from my car only had a humming noise and check engine light. They stood with car. After several weeks they told me it was my engine. I asked them how did it go from starter and passenger wheel to engine and if anything was wrong with starter and wheel bearing, then some time in November 2021 they call to say my car was ready . I test drive my car and it was not changing gear than they had one of their mechanics go with me on another test drive again they stood with car. I walk into dealer about week later to see whats going on to be told it was my transmission. I was in a car rental from September 11, 2021 through November 1, 2021. I ask for reimbursement for all my expenses including the repairs which no one could tell me nothing was wrong with them and they told me to call hyundai cooperation Till this day I am still waiting.

  

  Business Response

  Date: 09/28/2022

  When we fix vehicles we start by fixing the most obvious problem first & most times it's very difficult to see the additional problems until we fix the first one. It is not uncommon for one bad wheel bearing to be so loud that it covers up the noise of the other wheel bearing causing us not to know until we fix the first one. It is also not uncommon when an engine goes bad that it causes the starter and transmission to go bad as first. There is a process a we follow when fixing vehicles to ensure that they are fixed properly and also that we are not replacing things they do not need replacing. Rental reimbursement does have to go through Hyundai Corporate as they are the one's who issue the payment back not the dealer.