Complaints

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

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of 2024 we completed an oil consumption test. We drove for ***** miles and then they stated that we were moving to the second step which was a cleaning of the combustion chamber. Then after another ***** miles they stated that we did not meet the quart requirement so we could not get a new *********** forward to January 2025, we take it in because the oil light is on while braking and find out that the turbo is leaking. They fix this issue, but when we pick up the car the mechanic tells us to come back within ***** miles to have the oil checked again because we might still have an oil issue. We bring it back in and the car is low oil again and the *** said that it should not be that low. They call the warranty company and state that we have to do the testing all over again because there was an oil leak in between. and if we do not meet the quart minimum then we don't have an issue. SWe are not even a year from the previous testing.I did my research, and that turbo leak can be caused by the oil consumption issue, and I think they know that. Why else would the mechanic tell us to come in again because we probably still have an issue. There are also multiple lawsuits in multiple states for this. Our warranty is up in 500 miles, but they stated since we started the claim, within that time frame we are ok. They also mentioned something about an extended warranty, but we all know they will find a way to not cover it.

  

  Business Response

  Date: 02/20/2025

  This particular warranty claim is due to an issue with Hyundai and their warranty. We are only following the Hyundai protocols to determine what Hyundai has to in Oder to approve the warranty claim. And yes, what we told the customer is correct. Unfortunately this is not a Gerald issue and we have to proceed per the Hyundai protocols 

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 22959181
  
  I am rejecting this response because: Hello,
  
  I apologize for being so delayed in my response and I know this is closed, but I would like to respond. 
  
  We ended up doing another oil consumption test and they did end up replacing the engine, but now 2 weeks later the car will not start and had to be towed to the dealership. This car has been nothing but a money pit and luckily we have had a warranty but that is up now. This dealer really needs to step up and do something about this vehicle. It literally is a lemon. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 04/09/2025

    We will continue to help the customer get their issues with the vehicle resolved with Hyundai

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 22959181
  
  I am rejecting this response because:

  We were able to complete another oil consumption test, and we failed like we suspected. They did approve a new engine which was completed. When we go the the care back, we went on vacation and did not use the car for 12 days. The first day we use after vacation, we went to a store and came back out and the car would not start. Everything turned over and you could shift into gear but the car would not start. 

  Had the car towed and found out that the starter went bad. Now, per the dealer they did a bench test on the starter before putting it back in after the new engine was installed and it passed. How does a starter just go bad after it passed the test, especially since I drove the car maybe 10 miles? There is no way that these two are not correlated to each other.  So, now we are out $500 for the starter and $150 for the tow. They did provide a $50 discount, however that is usually the cost of the diagnostic fee that they waived, so no real savings. 

  I am writing this because I think it is absolutely ridiculous that they believe that they have nothing to do with the starter failing. I do not trust this dealer or their mechanics unfortunately and we have had to do nothing but jump through hoops for this vehicle. We have also had to have so many repairs that were luckily covered by warranty but I have never had a vehicle that has needed this many repairs. 

  It would be nice if they would just take responsibility to realize that this car is a lemon and the fact that they handled the oil consumption testing horribly, it has lead to a domino affect of issues. 

   Sincerely,

  **** *****

• Initial Complaint

  Date:01/21/2025

  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.

  On 1/26/24 I purchased a new vehicle from Gerald Hyundai. It was advertised as new. I find out a few months later after trying for the free 3 year oil change that the car paperwork says USED and I don't qualify. I was led to believe I was buying a new card.

  

  Business Response

  Date: 01/23/2025

    We are in receipt of the above complaint.  The vehicle was sold as used, and presented that way.  The following attachments signed by the customer show that all paperwork state the car is used.  The ** of the store will reach out to the customer to see what we can do about the oil changes.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22840410
  
  I am rejecting this response because:

  I dispute the response from the dealer.  This vehicle was not presented as used

  In their advertisement, it was always listed as a new vehicle.  Ive attached screen shot of email sent to salesperson, ****** ********, to see if the car was available.  This listed the car as NEW
  
  When searching for vehicle, the online information on Gerald website indicates NEW vehicle (see attached). 
  
  When requesting a quote on the car, the response back contained wording that implies that the 2024 Tucson is new, and the additional quotes are from the pre-owned vehicle stock (Additionally, we have provided some great values we can offer you from our pre-owned inventory.) 
  
  When clicking on the actual quote, the description/information uses the work NEW to describe the vehicle. 
  
  The Carfax report shows when the car was manufactured and shipped to Gerald on 9/1/23 with door guards put on 9/13/23.  Next listing is being sold to me.  So where on the CarFax report would it indicate it was sold and owned by someone else? 
  
  After signing all the paperwork and on our way out the door,**** Chino offered a complimentary oil change because of the 4078 miles on the vehicle.  An appointment was set up and I brought the car back in.  Looking back now on the email, it was for CPO Certified Pre-Owned.  This was done 18 days after the car purchase.  So at the time of sale, this car was not certified pre-owned so to me it was not considered used but new.
  
  The whole process of purchasing this vehicle was coming to a price we would agree upon.  We tried to leave at that point and **** Chino chased us down in the parking lot and agreed upon a final price to get us back inside. We should have left but was worn out from the game.
  
  When signing all the paperwork, we were very focused on the price of the vehicle.  It was never mentioned/told to us that this was a used vehicle. 
  
  I didnt realize anything was wrong until I tried to get my next complimentary oil change that a new car is given for 3 years.  No one at the dealership (***** &Napleton) plus Consumer Affairs could figure out why my vin # was not showing up for the free oil change.
  
  The Advertising of the vehicle definitely made it clear I was purchasing a NEW vehicle.  Was this fraudulent advertising?  Nothing was mentioned to the contrary during the hours we sat and went through the paperwork.  I believe the sales person and general manager did everything to hide the fact as we would have walked from the purchase.  
  
  Sincerely,
  
  ****** ***********

  

  Business Response

  Date: 01/29/2025

  The ** spoke with the customer and explained the situation, and we gave the customer a 3 year/***** mile maintenance package for no charge.  The customer is pleased with the outcome.

  Customer Answer

  Date: 01/30/2025

   
  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 General Manager, **** Chino, took the time to explain why the car was sold as a used car (it was a demo).  Just so much to take in when purchasing a vehicle.  I appreciate **** Chino's time he took to explain it to me.

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

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i financed a care with this company on September 24th. typical because this is not my first rodeo with a used vehicle they run a inspection on the vehicle before it is sold to you. i did not get the car that same day specifically for that reasoning. they told me to come back in the next day for the vehicle because it was new to the lot and they still had to run the inspection in it. if they ran a real inspection they would have seen that the engine needed to be replaced, and shouldn't have dumped it on anyone. now for almost 2 months i had no problems the car was doing great i drive 30 minutes to& from work each day which isn't bad at all. my last day attending work was Wednesday November 20th i started my car after work and my check engine light was on. I've had Mutiple used cars so i know that light can mean a number of issues nut it wasn't until on my way home the light began to flash and the car began to drive as if it was slowing down i called off work for the next to days and Hyundai said they only could get me in on the 25th. i gave them the car on the 22nd with the chance they could look at it earlier because i was told it could be a possibility. i got the call after my appointment saying I needed a entire new engine which completely took me by surprise because I brought the car. to this day i have no car i missed a week of work risking my job because i was told firstly they didn't offer loners. I was also a student at the time and unfortunately i missed my date to take both my finals for the class which resulted in me not being able to take my state test and also having to make that up next year because my class was the last for this year. Saturday 30th i had to return to work or i could have lost my employment so i has to **** I've spent $120 this weekend alone going to and from work. and last week i was ubering with my child to his school and back to my home. Friday i was told i could only get a rental $50 a day for two weeks ($700) if i was on the list.

  

  Business Response

  Date: 12/18/2024

  This complaint was already handled. We put an engine in the customers car and the customer paid nothing.  We had no loaners available at the time.

• Initial Complaint

  Date:06/27/2024

  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.

  Engine on my 2018 Hyundai Sonata needing to be replaced, bought it with ****** miles and currently only has 61 ,960 miles. ***** summary I bought my car in March of 2022 from ******* of ******************, it has had electrical issues but the biggest issue recently at the end of April of this year is that the check engine light came on, took it in to get it diagnosed on 04/29/24 and they suggested an engine replacement. They referred me to Gerald Hyundai in North Aurora for further diagnosis. When I took it there on 05/01/24 the following day they had not called me instead I called in and they told me they would not be covering anything on my engine as the warranty only covers up to ****** miles. I had let them know that I had purchased extended warranties but they said that their Hyundai Warranty only covers for ****** miles and under. They never bothered to look into my warranties or take down my information to look into anything, they just cleared the check engine light off the dash and told me to bring it back within ***** miles for engine oil test consumption. Well the biggest problem was the check engine light came on the next day and my car has not been drivable since. I started a claim with Hyundai Motor America only for them to tell me to tow it back to Gerald Hyundai at my own expense for diagnosis and that they would not cover anything engine related. I have attached a summary with full details of the issues from the get go, I have also attached the diagnose paper from ******* of ***************** and Gerald Hyundai. I am desperate to look for some help/guidance with this matter, it is stressful paying an auto loan for a car that is not working at all plus uber expenses to commute to and from work.

  

  Business Response

  Date: 07/09/2024

    We apologize for the delay, vacations last week with whom we needed to talk to.  We would be happy to assist ******** in the repairs.  When the car was in on 5/2/24, there was no low oil issue, and we recommended that she bring back the vehicle in 1000 miles to see if there was an oil consumption issue (a known issue with her model and year of car).  If the engine has failed since then, we would be happy to replace it, as Hyundai has extended the Warranty coverage for ALL owners of the vehicle that she has; don't even need her extended warranty!  *********************, one of the Advisors reached out to her by phone today, and left a message, to see the status of her car so that we can assist her!

• Initial Complaint

  Date:03/26/2024

  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.

  Dealer negligence led to my car having to be repaired at another dealer. The dealer promised to compensate for their mistake, but is no longer communicating with me.

  

  Business Response

  Date: 03/28/2024

  **************** is correct. We do owe him $100 for a repair to his seat. The ** of the store thinks he remembers getting the receipt for the repair, but appears that the check was never cut!?  The ** cut the check yesterday and will be sent to the customer. Our apologies 

• Initial Complaint

  Date:12/23/2023

  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.

  We purchased a vehicle that was advertised. We have the advertisement to confirm. Details stated the vehicle has new tires and brakes. THIS IS NOT CORRECT. Within 25 miles on the car, the left tire went low, we filled it with air, went low again. Contact Gerald regarding situation. They said advertisement regarding the purchased car was a mistake on their end. They replaced 1 tire, but refused to replace all of them. They also are not replacing brakes. They said we got too good of a deal and the advertisement, that they posted was an error

  

  Business Response

  Date: 12/30/2023

  We apologized to the customer and replaced the one tire. The vehicle had been advertised incorrectly at one of our other dealerships. **************, the ** of the store, and the customer had conversation about the error, and inspected the tires and brakes. They agreed the were both acceptable, and Mr. ***** agreed to replace either, when the time comes, at a 25% discount to the customer. He was pleased with this outcome. 

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 21051002
  
  I am rejecting this response because:  my husband was told by the manager that they were not going to replace all the tires. He, the manager replaced the tire that was leaking and offered the 25% off future tires. The manager told my husband that this was the only offer available. To say that my husband was "pleased" is a long stretch. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/22/2024

  We spoke with customer again this morning, and he stated that he was satisfied with the agreement that we came to on the tires and brakes, and gave to him in writing.  The complaint continues to reopened by his wife; whom we have left messages for us to call.  But he is fine, and the complaint is handled

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21051002
  
  I am rejecting this response because:
  There has been NO phone calls to my wife.

  To say that I am "fine" is his words not mine. I accepted the only solution that was given to me.

  Still waiting on 2nd key fob for this vehicle. 2 months

   

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

• 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.

  I purchased a 2020 ****** Rogue from Gerald Hyundai on April 20, 2022 for $29,000.VIN #*****************.The vehicle was sold with what was perceived as genuine ****** parts. The after market bumper was not reported on a CarFax. About a month after purchase, the front bumper popped off the clips which separated the bumper from the fender. I took it to Gerald's service department. *****, **************** Manager, told me I must have "hit something" for this issue to occur. I have not touched anything with the front bumper since the purchase date. He told me I need new clips to fix the issue. I have since taken the vehicle to a precision auto shop in Bourbonnais because the engine splash shield fell off the vehicle. After further inspection they informed me that the Rogue has an after market bumper which is why it does not fit properly and caused the bumper to pop off the clips. The only way to fix the problem is to replace the after market bumper with a genuine ****** bumper. I was quoted $1171.12 to replace the bumper, clips, brackets, grommets, and paint job. I just want Gerald to pay for the work to be done to get the Rogue replaced with a ****** bumper which should have been there at the time of purchase.

  

  Business Response

  Date: 12/23/2022

  The ** reached out to the customer. Explained that the bumper was not replaced by our dealership, nor did we see it on Carfax either. Customer is sending us the receipt for the repair, and we are reimbursing the customer half of the repair to make him happy!

• Initial Complaint

  Date:10/24/2022

  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.

  On April 4, 2022 I purchased a vehicle that was described as a great car, well maintained, and mostly kept in the garage as the owner's wife's car (2014 Audi Q5 with ****** miles). Seeing that my grandfather had leased 3 cars prior, I trusted their word to move forward with buying this car. Since I was buying a used older Audi, the price for the car was fair although not the same as advertised online - it was a thousand more on paper. I had just purchased a leased Hyundai a few weeks prior to trade in and I did not get fair market value. Even with these two, I moved forward and then the finance guy offered two warranties that he said on camera that would transfer to any car I purchase or I can cancel at anytime and I would get my money back. I took that to heart when I left with a bad feeling about the purchase. A few days after purchasing the car warns us of low oil and Audi topped it off. Next week I get an oil change and major repairs done including a broken oil pan. 3 days after the oil change, minimum oil light comes back. We discover that the Piston is bent 7 degrees and should be vertical at 0 degrees. Although unexpected, I spent $3,200 on the repair. The oil problem worsened and we did an oil consumption test. After $400-600 in exam fees we find out it is consuming 2.5 quarts of oil every 500 miles and two Audi specialists said to dump the car and the engine is shot. I purchased the car in this condition and the warranties do not cover anything under the hood. I reached out to Gerald and the warranty company on 8/2 when I received a form from Sunny, he mentioned his staff lied to me and I was making this up. on 9/28 I submitted the paperwork in full with no response. Followed up 10/6, nothing. When we Called the week of 10/20 the ** said he would call back and hasn't. The dealer has been shady since day 1 and now will not return our communications nor the $6,000 that they cheated me out of for a mont. I need help sharing this and getting my money back.

  

  Business Response

  Date: 10/27/2022

  We apologize for the lack of attention and follow up with **************************.  He has been contacted, cancellation was done and customer was sent a copy of the cancellation check.  Customer is satisfied, and again, we apologize and appreciate his patience.