ComplaintsforAuffenberg Hyundai

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a recall on my car so I took it to the dealership and they installed a antitheft system. I've been having issues ever since. The first issue was I couldn't get my car to start I had to use my actual key to open the doors and the car wouldn't start. I had it towed to the dealership they told me Ii needed a new battery. I paid for a batter and a month later I'm having the same issues still. I cannot start my car. Now they are trying to charge me to fix what they messed up. My car was running fine before they installed the antitheft system.

  

  Business response

  01/31/2024

  Our shop performed the 993 anti-theft recall.  This would not have caused anything related to the car starting or not starting.  Another shop installed a new battery later on.  Our shop did not install the battery.  We do not know what is causing the problems with this car, but we can diagnose it.  The customer would pay only the diagnosis fee.  If for some strange reason the 993 anti-theft recall caused any of the vehicle's issues, we would waive the diagnosis fee after we diagnose the vehicle.    

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I talked to someone at the dealership and he was very rude. I took my car up there a few weeks ago for a oil change and then the week after my check engine light started flashing. I had the car towed to the dealership and they told me they were going to run another test on my car. I was told that it was a code three and that has something to do with my spark plug, but a few weeks ago they had already ran the test and nothing popped up when they gave me the oil change and the recall. I was just asking him if I could get a rental since they are looking at the car. I was told they do not have any rental but this is issue comes from them doing something to my car. I was told that I have to pay $200.00 for this diagnostic test but I did not have to pay for one prior. I do not feel I should have to pay this. I do not want to pay for the diagnostic test, I want my car repaired and a loaner until my car is repaired.

  

  Business response

  12/20/2023

  The customer stated she had a check engine light on in the past.   When she brought the vehicle she did not have a check engine light on.  She authorized the diagnostic test and paid for it.  Our team recommended replacing spark plugs and coils since her vehicle had approximately 170,000 miles on it.   She declined to have that completed.  The only thing we have done to her car is free manufacturer recalls and (1) oil change on November 10.  The customer has declined everything we have recommended.  If she would like us to replace the spark plugs and coils, we can do so, and we would even provide a loaner vehicle, subject to availability.  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of transaction - 10/18/2023 Auffenberg advertised a hyundai santa cruz for sale for 34594$ - on line this states that it is $4226 less than the carfax and kbb value for this vehicle. I had been to a different dealership (dean team in ballwin, MO - less than 40 miles away) last friday, 10/13/23 and they (in writing) offered me 16k for my trade in (2017 dodge durango citadel). When I went to Auffenberg (because they had a much better price advertised for the same vehicle (see above), they stated that they could only give me 12k for my trade in. My durango shows that its trade in value on kbb and nada is worth between 16,400 and 20,000. Essentially, what Auffenberg is doing is using deceptive marketing and sales tactics. They advertise this far below blue book value for the vehicle, only to give you an absolutely unreasonable value for your trade, so you end up paying the exact same amount (i.e. 4k less for my trade = 4k less for their advertised vehicle) or more for their vehicle. I understand vehicle pricing is somewhat variable and negotiable, but this is a very obvious unfair business practice and here's the catch - before they tell you what they will give you for your car, they run your credit. Thus, you take a credit hit and have only now 30 days to shop for other vehicles before your credit is dinged again for running it. In this case, I did not sign anything that gave them permission to run my credit. I only signed a privacy statement. so they ran my credit without my authorization and need to reverse their inquiry immediately, as this will have a negative impact on my credit score. Additionally, I feel that they should be required to change their sales tactics, as this is very mis-leading for customers. If you want $38000+ for the car, then you should advertise that price - not hoodwink people into taking far less for their trade in than what its worth and then still ultimately (becasue of the difference) pay them what they really wanted (the 38k) for the car. I know its just them shifting numbers around, but this could really confuse the public and shouldn't be allowed.

  

  Business response

  11/03/2023

  The customer liked the sale price of the Santa Cruz.   The customer agreed to let us appraise her trade and run her credit to provide her with accurate loan and payment options.   It is impossible for us to do a preliminary credit check without the customer giving us permission and the applicable information.  

  The customer thought that her trade in was worth more, which is her right.  She always has the option of removing the trade-in from the transaction and selling her vehicle another way in an attempt to get what she feels the vehicle is worth.  

  Customer response

  11/03/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  They company is not acknowledging their deceptive sales practices.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid $200 for them to look at my engine light problem! Okay, so they fixed it on Tuesday the 3rd. Saturday the 7th, my car started to overheat again. They cant get me in the shop for weeks. I called again to tell them my car keeps overheating on me. They told me it was still fine to drive it. They wont get me a rental or NOTHING. and they expect me to give over another $200 to look at it AGAIN. This is not fair!!!!

  

  Business response

  10/16/2023

  We have searched for the customer in our database and cannot find anything.   Can the customer please provide the *** of the vehicle described in the complaint?

  Customer response

  10/18/2023

  Its a 2021 elantra under the last name *****.
  Sincerely,
  
  ***************************

• Initial Complaint

  08/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a 2015 Hyundai paid cash and bought new. I have had it serviced habitually.  I had to call and arrange an oil change and tire rotation at 420pm today They told me they would give me a rental car and they said because they had so much business and were backed up. So I went in today and went to the rep and filled out all the papers which was odd. They wanted to give me a car for the oil change free of charge. but I had to initial each item on the papers they gave me. But there was one item that said it would be 250 dollars to clean it if it wasn't clean.  They also said you cant transport any animals if they find one hair they would charge me 250 dollars so I said I am not signing this because I have a dog and he may shed. So I told them I am not paying anything for the rental car They told me it would take 3 days for an oil change I think they are trying to use the rental car they are offering as a way to get more money from the consumer.  It should not take 3 days for an oil change.  I want others to know what they are doing.

  

  Business response

  09/12/2023

  We offered the customer a FREE one-day rental vehicle when booking the appointment and arriving for the appointment.  The use of the vehicle is free.   All we ask the customer to do is refuel the vehicle before returning.  We do not allow smoking in our vehicles.   We do not allow pets in our vehicles.  From the customer's letter, it looks like the customer wanted to bring a dog in the vehicle.  There are a few things that will trigger a $250 cleaning fee and unfortunately, pets are one of those things.  

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the third time I've had a vehicle back after leaving the service department after a repair, and the second time I was denied a loaner for the same repair. I originally brought my 22 Tucson in with 8k miles in with ABS failure, and that part took 56 business days to arrive. The same day I picked up the car the brake pedal started going all the way to the floor. The service manager claims that warranty work is not guaranteed and that no one at work is above him other then Jesus. This customer service is unacceptable & an absolute waste of my time. After buying 4 vehicles from this Auffenberg Hyundai I will never take my business back to any Auffenberg establishment.

  

  Business response

  02/28/2023

  We are happy to look at the vehicle again to repair it or we are happy to buy the vehicle back from the customer.  

• Initial Complaint

  02/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently purchased some auto parts from Hyundai Parts For You. I did not end up using the parts, and attempted to return the parts, but my return request was denied. Their return policy, as existed on their website when I placed the order, is copied below: Returns Policy Contact us to arrange for any returns. A copy of the invoice will need to be included with the return. There is a 15% restocking fee charged against all returned parts. Parts must be resaleable and in the original packaging. We cannot take back used parts. We cannot take back installed or tried parts. Electrical parts are not returnable. We do reserve the right to refuse and return any parts we find have been installed, are used or do not meet the above criteria. Return request need to be within 30 days of receipt. My return request met all of the criteria as stated above. I received the parts on January 10th, and made my return request on January 31st. When I called to discuss the return, they denied the request, saying that the website should have stated that the request needs to be returned within 30 days of placing the order. I argued that the policy was extremely clear, and that their own written policy stated "30 days of receipt". It appears that after speaking with me on the phone, they updated their website and changed the written return policy. The only reason I still have the language from the original return policy (which was in place when I placed my order and requested a return) is because I copied and pasted it into an email with the company, which I am happy to provide. It appears that they have also changed the policy from a 15% restocking fee to a 25% restocking fee. The woman I spoke to on the phone (Tracy), told me that her answer was no, and hung up. I would like the refund for my parts, based on the return policy that was in place when I made my order, and when I made my return request.

  

  Business response

  04/06/2022

  I contacted the consumer and the consumer told me he gave up on returning the parts and he sold them privately.  He told me there was nothing we could do at that point.  We discussed it and want to refund him for the shipping costs.  I contacted him with this information, but I haven't heard back from him. 

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Affenberg Hyundai on November 2021 in response to a SAFETY SERVICE RECALL NOTICE on my 2021 Hyundai Accent. I spoke with the service department representative ****** and was told "Oh you don't have any recall on your vehicle, no need to worry about that." I scheduled an oil change and tire rotation service for 11/12/21. I dropped my car off on 11/11/21 after hours for the oil change and tire rotation service and picked it up on 11/12/21 at 7 PM. On 12/12/21 I noticed fumes coming from the driver's side under the hood. In addition, I noticed a loping noise under the hood of the left side, a loud ticking or flipping noise which can be heard from inside the vehicle, and the brakes gripping and making grinding/popping sounds. I opened the oil reservoir and noticed a strong smell of gasoline on the cap. When I checked the oil dipstick, I noticed the oil is quite thin. I contacted Affenberg Hyundai today at 0904 AM and spoke with ************* who again told me "There are no recalls on your car." I then requested an appointment for service to evaluate my concerns. ************* was very short, rude, and abrupt with me. ****** informed me the next available appointment for drop off is 9 days from today on Wednesday 12/22/21. I requested a loaner car until my car can be repaired and ****** abruptly told me "We have none." in a very rude and condescending tone. I then requested to speak with the service manager, was placed on a brief hold, then informed ******* ****** ******** was not available and that I could leave a voice message. I then requested Mr. ********'s email contact information. ****** proceeded to provide the contact email and then abruptly hung up on me before I could request to make a service appointment. I immediately called back at 0912 AM to schedule the appointment for Wednesday 12/22/21 at 9AM through ******. My major concern is safety given the recall states there could be an ABS issues, misaligned fuel tubes, and engine seizing or fire.

  

  Business response

  01/01/2022

  We will investigate the matter and get back to the customer.  In the meantime, she can call **** ********* who is the Auffenberg Hyundai service manager.  His phone is ###-###-####. 

  Customer response

  01/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find no need for investigation, this matter has been resolved
  
  Thank you,
  
  ****** *****

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/17/2021 I purchased from Auffenberg Hyundai a 2007 Kia Spectra in the amount of $5494.60. The vehicle was sold to me in great condition with no major issues stated or made aware of. Now the engine has completely broken down shortly after purchasing with damages over 4500 to replace and it will not run at all. This clearly under the implied warranty should be covered as the vehicle is not able to complete its primary function (that is to run). I called the dealership to inquire further on this matter. Had to call twice before receiving a phone call back. They stated when I called initially that I had no warranty. And when I stated my buyers guide stated I have an implied warranty they stated this was only good for 30 days after purchase. I have reviewed all my documents from when I purchased the vehicle and no where does my warranty state it is limited to a 30 day time frame. I then asked the dealer if they could provide me the documentation of that time frame and they either refused or were unable to do so. I tried to escalate to a sales manager to get that information and they are not talking to me any further. Please advise what my next steps should be . I have attatched my buyers guide and receipt . I appreciate your help in this matter.

  

  Business response

  12/30/2021

  I spoke with the customer and read her the state law regarding implied warranties.  We offered her an extended warranty and she refused.  She said if anything were to go wrong, she would take care of it.  This concern was well beyond the State Law for implied warranties.  Her issues happened after 15 days and 500 miles.

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