Complaints

This profile includes complaints for Capital Automotive of Greensboro, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Capital Automotive of Greensboro, Inc.

  801 E. Bessemer Ave. Greensboro, NC 27405

• 

  Capital Automotive of Greensboro, Inc.

  3915 W Wendover Ave Greensboro, NC 27407

• 

  Capital Automotive of Greensboro, Inc.

  1007 Summit Avenue Greensboro, NC 27405

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:02/05/2025

  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.

  I purchased a used 2016 **** F150 Lariat from Capital Hyundai on January 4 2025. I was told the vehicle went through a 100+ point inspection and that everything worked as it should and the vehicle came with a 90 day ***** mile bumper to bumper warranty from Capital Hyundai. I also purchased an extended warranty also. On January 7 2025 I received a email from Capital Hyundai congratulating me on my purchase. I replied to the email telling them about about a few issues I have with the truck. (1) I found elastic string wrapped around the back side of the rear view mirror and started to remove it but as I did the mirror became lose and moves (shakes) while the truck is in motion. (2) the rear window defroster does not work properly only portions of the rear window will defog. The salesman contacted me by text message (I do not talk on the phone due to my hearing loss) on January 9 2025 and scheduled an appointment with the service team on January 16 2025. I dropped the truck off and went to a car rental place and got a vehicle to drive while my truck was getting fixed. I text the salesman on Friday January 17 2025 to see what was going on with my truck and was told they could not move forward with the repairs until they were approved and they did not know how long the approval would take. I returned the rental vehicle and went back and picked up my truck to drive while waiting on the approval for service. I have been in contact with the service department and even took the truck down so they could video the problems. As of February 4 2025 I am still waiting to have my truck fixed and the mileage is ticking away. On **************** I will be driving the truck to ******* for my moms 93rd birthday. I need this fixed ASAP because the trip will put me over the ***** mile mark *** help with this would be greatly appreciated Thank you ****** ******

  Business Response

  Date: 02/20/2025

  Thank you for contacting Capital Hyundai with the issue regarding the purchase of your 2016 **** F150. I am the Service Manager at capital Hyundai and I would like to make sure your concerns are taken care of. I have spoke with the General Manager and we will be taking care of the issue free of charge. I apologize for any inconvenience we have caused during this period of time. I hope this will resolve any issues that your having. I have tried to reach out to customer and left a message. We will order all parts that are needed for repair and contact Mr. ****** when they arrive so we can repair the vehicle. 

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. However I leave for my trip to ******* early Saturday morning (2-22) for my moms 93 birthday. I will be driving the truck for the trip which will put me over the ***** mile mileage on the warranty 

• Initial Complaint

  Date:01/11/2025

  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 to purchase a car, was promised things being fixed on vehicle, came to an agreement, gave the dealership a certified loan check , paperwork was signed. They refused to fix the things, my bank called the dealership for a week straight, couldn't get a return call , I called dealership, left messages, couldn't get a call back, they haven't registered the vehicle, they refuse to call back or give any info. I do have text messages of them promising to fix things.

  Customer Answer

  Date: 01/22/2025

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 01/22/2025

  Good Afternoon,

   

  I received your letter and reviewed the context of the text messages left by a Manager and the original Salesperson.  They both have sent numerous text messages via there personal cell phones in addition to phone calls to Mr ***** and no repsonse from Mr ****** I also see in there text that they agreed to replace a bulb and address a noise issue coming from the front area near the wheel.

  In addition the funds that were used to pay for the Vehicle were returned from his bank.  All I have from Mr ***** is $254 thats probably why he is not returning calls or text messages  I will work with Mr ***** if he wants to or he can return the car to me if not satisfied.

  Mr ***** can call me at his earliest convenience on my cell to resolve these issues

   

  *** ********

  CELL ************

• Initial Complaint

  Date:09/10/2024

  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.

  I TOOK MY CAR TO THE DEALERSHIP BECAUSE ITS UNDER RECALL. *** HAS DENIED MY CLAIM TO FIX MY CAR EVEN THOUGH ITS UNDER RECALL. I'VE BEEN GETTING THE RUN AROUND AND DROPPED CALLS FOR THE LAST 3 DAYS. I JUST NEED MY CAR FIXED AS IT SHOULD BE BECAUSE ITS UNDER A RECALL AND I HAD ANOTHER 2011 HYUNDAI ****** PREVIOUSLY THAT WAS UNDER RECALL AND THEY FIXED IT WITH NO PROBLEM.

  Business Response

  Date: 09/18/2024

  Claim was denied by Hyundai and capital Hyundai was informed Hyundai corporate would follow up with customer. ********************** declined repair to vehicle. 

• Initial Complaint

  Date:06/26/2024

  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.

  6.25.24 , Issue with brand new car. They could not duplicate the problem. Did not enter it as to show we are having a problem with the car. Handwrote the service ticket? Still waiting on call back from the service mgr and now the gen **** seems they have a problem.

  Business Response

  Date: 07/26/2024

  *******************,

  Thank you for bringing your vehicle in to Capital Hyundai for service. Do to the nationwide CDK compromise, we were not able to print a copy of the repair order therefore we had to produce a handwritten one for which we apologize.  I am aware that our service manager ************************* has since been in contact with you and we have resolved your concern. However, please contact us should you have any additional questions or concerns. 

   

  Thank you.

• Initial Complaint

  Date:04/13/2024

  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 took my daughters car in because of the engine light being on. After the car was there a week I was told that it needed a gas cap. Got a new one. Got the car back and the engine light came back on, driven less than 100 miles. **** it back and was told that a catalytic converter was needed. I questioned them about the diagnostic test being done. Couldnt get any information from the service intake person. The manager got angry because I questioned the validity of the diagnostic test. We went back and forth and he told me to come get the car. He didnt appreciates me questioning his honesty. Got the car back and the light went off after a couple of days. Never got a copy of the diagnostic test, after requesting it. WILL NEVER TAKE ANOTHER CAR THERE!!!

  Business Response

  Date: 04/29/2024

  This vehicle came in with a Check Engine Light on 2/22/2024 at ******* miles.  We diagnosed the concern and found the gas cap was not sealing causing an evaporative system code.  We advised the customer, the customer purchased a new gas cap.  He was charge for the gas cap and the diagnoses to pinpoint the concern.  The vehicle returned on 4/3/2024 at ******* with a check engine light back on.  We diagnosed the concern and found it had a code for the Catalytic Converter (P0420).  We told him the concerns were unrelated to the gas cap and the Cat would need to be replaced.  He stated that he thought the converter was the problem the last time he came in.  He asked for the diagnoses print out and I explained to him I could give the printout for this diagnoses (which I did) but the concern with the gas cap was not saved in our system since it had been so long ago when the repairs were made.  The customer stated he didn't believe me and that he knew computers and they would save the information.  I tried to explain that we would not have sold him a $47 gas cap if the original test showed a bad $2000 cat.  We would much rather sell a $2000 part than a $50 part.  We recommend the gas cap because the computer leads us to that concern, and there was no cause shown in the computer for the cat the first time he came in or we would have recommended that as well.    

  He also told me the check engine light came on after 100 miles and when I asked what took him so long to get it back to us he stated because we were backup on our appointments.  I pointed out that he scheduled the appointment less than one week prior.  

  To sum things up:  We sold **************** a gas cap because that's where our diagnoses lead us.  **************** returned over a month later with a check engine light back on but with a totally different concern.  Without charging ****************, we told him he needed a catalytic converter.  The check engine light is connected to nearly every system on a vehicle.  It will come on if you forget to install your gas cap and it will come on if have a major engine concern.  We are very sorry **************** feels as if we are trying to take advantage of him.  The truth is, the only thing the two repairs **************** came in for have in common is they both will cause the check engine light to come on. 

   

• Initial Complaint

  Date:08/17/2023

  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 AC was not working properly on my car. I called in March and could not get an appointment until Mid-May. I was told of the problem and paid $754.02 for repairs. However, the problem has gotten worse instead of better. It appears they misdiagnosed the problem and made unnecessary repairs that did not solve the issue. Their online system does not allow for booking of appointments. I have called and then been transferred to service advisors, only to go to their voicemail. I have left messages and have also texted the service advisor and manager. I would just like the car repaired and be given an appointment for the repairs. The invoice is #****** and I am customer #*******. The date of service was May 15th.

  Business Response

  Date: 08/17/2023

  Our service director, Lamar B*******, called Ms. ******* today between 3:00 and 3:30pm. There are still delays due to safety recalls that we are trying to accommodate fairly. This has lead to longer wait times for repairs like Ms. *******'s. Upon speaking with our service director, her issue is being resolved to both parties satisfaction.  

  Customer Answer

  Date: 08/21/2023

   I am rejecting this response because:
  
  
  
  
  I do not know exactly what to make of the response by the dealership.  I was contacted Friday afternoon by Lamar in the service department and no mention was made of my complaint to the BBB.  Instead, I was told I was being called due to a negative review on Google.  (After I hung up the phone, I felt that he was being a bit deceptive and was really calling about the complaint to the BBB as he kept saying "does that sound good to you?"

  My car is currently in their service department - I dropped it off Sunday afterhours.  On Friday (when I was told I was being contacted with regards to my review) he indicated that he would work me in to their full schedule (no openings until October).  The car AC did not work properly after the May repair, so I believe it was a misdiagnosed and the repair made for the wrong issue.  I was told that "the AC has many small parts.  And, when we fixed the issue, another issue may have happened later on."  He said I could bring the car in to have it looked at and the diagnostic fee would be waived.  HOWEVER, they would not repair the issue (which he said sounded like a fan issue) at no cost.  The only "no cost" repair would be to replace the SOP Hose (which was done the first time and I was told was the initial issue)  IF they determined that was the problem with the car.

  "Does that sound okay?  Is that acceptable to you?"  I kept being asked this quite a bit in regards to the Google review.  

  I believe that regardless, they will not admit to any fault with the AC repair and will likely tell me that it is a fan issue and ask for payment for repairs. 

  After our conversation (and PRIOR to bringing the car back in to the shop to be looked at) he said "Will you please consider going online and revising your review because our business relies on those reviews and negative ones hurt us."  I did not agree to do so and will not revise my review unless I feel that they have made an adequate effort at admitting the issue and trying to resolve it fairly and timely. In the least, they should absorb at the very least half of the cost of repair IF an issue other than the SOP Hose - which would warrant a no cost repair.  There is no way of me to know FOR CERTAIN that they misdiagnosed and they would never admit fault.

  Business Response

  Date: 08/23/2023

  Lamar, our service director,
  was not aware of this BBB case when he contacted Ms. ******* on Friday August
  18th. The only reason he knew to reach out to her was due to a
  Google review she left that morning. During the conversation between Lamar and
  Ms. *******, he agrees that he asked several times things like, “does that
  sound okay,” or “is that acceptable to you.” It is important to him to
  address the concerns of an unhappy customer, and the best way to know he is
  doing so is to ask.
  
  To briefly sum up the
  previous work:
  On November 2, 2022, Ms.
  ******* brought her **** ******* ****** in for, among other things, an A/C concern.
  She stated that the A/C would take a long time to start cooling the
  vehicle. At that time dye was added to Ms. *******’s A/C system and a leak
  was found at the high-pressure hose. On May 15, 2023, she brought the
  vehicle back in to have the A/C hose replaced. After the hose was replaced, the
  A/C was working as designed and no other issues were found. 
  
  On the phone call to Ms.
  ******* on the 18th, she stated the vehicle would cool if you were
  driving, but it would not blow cool air when idling. Lamar did state on the
  phone that this sounded like a fan concern, and did offer that we would
  diagnose the vehicle at no charge. If it indeed had something to do with
  the hose that we installed, it would be covered by the warranty Hyundai has on
  all parts. If it was not due to the hose, we would give a fair estimate on the
  repairs that would be needed. Ms. ******* agreed to let Lamar have her vehicle
  examined the following week. Lamar accommodated her by getting her vehicle
  in the shop before others who had appointments. This preferential treatment was
  due to him reasonably agreeing that her concern could have been related to past
  work we performed and wanting Ms. ******* to understand that we take customer concerns seriously. 
  
  Lamar did try to explain that
  the A/C system had many parts, and if any of those parts failed the results
  would be poor cooling of the system. For example, a weak part that causes
  pressure loss when replaced can cause another part to fail. This is due to a dramatic
  change of stasis when the vehicle operates properly again. After checking the
  A/C system, we found it was completely charged. No leaks as previously found. However,
  the compressor was not building pressure. This is the cause of her air
  conditioner’s poor performance and has nothing to do with the past work. We
  know this because the system was still fully charged. 
  
  After diagnosing the issue at no charge, we gave Ms. ******* a fair
  estimate to repair her **** ****** that now has 155,000 miles. She has
  declined to repair it at this time. No other concessions will be made to
  Ms. ******* as we feel her only motivation is to bully us into repairs that are
  not our responsibility by using the BBB and Google Reviews.     

• Initial Complaint

  Date:06/28/2023

  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 took car in due to engine knocking noise that’s now covered by a class action lawsuit. Initially, the assigned Hyundai advisor told me it would be 1 week until my car could be diagnosed. I followed up a few days later and after multiple calls the same advisor stated it was now a 2 week wait. At the end of 2 weeks, the service manager told me it would be diagnosed no later than Friday of the 3rd week (nearly 4 weeks). We are now near 4 weeks and still not diagnosed. Today they told me the diagnosis for class action lawsuit vehicles needing to be diagnosed took backseat at that dealership in lieu of customers making other types of appointments. They have repeatedly advised me they have no loaners - forcing us to rent a vehicle for nearly 4 weeks now and the car has YET to be diagnosed - let alone repaired. I feel the staff at this dealership are not honest and act like this is no big deal. This dealership should be doing much better. We have bought 3 vehicles from them - including this one I’m discussing. Never again! Just diagnose the car and quit trying to look for ways to put me off and then ultimately deny my claim. Their customer service is horrendous and they make promises they don’t keep just to shut you up and put you off.

  Business Response

  Date: 07/05/2023

  Our Service director has reached out directly to Mr. ******** to clear up any confusion. We have a short list of vehicles in line to get in the shop ahead of his that need the same repair. Once his vehicle goes in for diagnosis, will take Hyundai about 48 hours to make a decision on coverage. Most
  of the time they want something additional before agreeing, e.g. other pictures, maintenance
  records or something else that often draws out the process. We are very much at the mercy of what our service department can accommodate and the timeline Hyundai gives us.