ComplaintsforRon Marhofer Hyundai of Green

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is due to service performed on 1/31/224, my vehicle, a 2018 Elantra, was brought in for service due to a re occurring problem with the starting or ignition coil. I have had this vehicle in the shop multiple times and always with the same problem, inability to start, difficulty starting , shaking while starting and stalling under these conditions. It has been replace twice and my full bumper to bumper warranty did expire in 2023, with only the power train warranty continuing. But of course the same problem occurred again, and as we were bringing the car in for a prior recall they checked the engine light and found it to be (which I already knew) the ignition or starting coil. I have no problem paying for a repair that crops up , but this is a continual, habitual problem that cannot be explained away, I really believe that the parts could not have been original replacement parts, or were damaged before ever being placed in the vehicle, there can be no other explanation, as I hope and believe the workmanship was not the problem, but now the same thing happens again. Again, how can deficient parts continue to be placed in the vehicle?? I think the ******** ************** ****** ***** and **** Attorney Generals office should look into this, as maybe this is the item that should be part of a recall as I cannot believe my Hyundai is the only one with this continuing problem. I have bought my last 3 vehicles at Ron Marhofer, and want to continue to do so as the service had been great up until this episode, I hope this can be resolved either by them or by the headquarters, thanks for your time, **** *****

  

  Business response

  02/06/2024

  Mr. *****, thank you for reaching out to us and we are very sorry that you are experiencing this repeat concern.  I understand that the first two times were under the manufacturer warranty and this third time was out of warranty.  Although this is not a recall at this time and we need to follow the Hyundai Motor ******* guidelines, I would like to provide you with the consumer affairs phone number.  Hyundai Motor ******* welcomes conversations with vehicle owners to express their concerns and many times they will reach out to us as the dealer afterwards to see how they can help further.  The number for Hyundai Motor ******* is ************.  I hope that they are able to help in some way, if you have any further questions that we can answer for you please reach out to our director, ***** ********* at ***********************.  Thank you.

  Customer response

  02/11/2024

   I am rejecting this response because:
  
  Thank you for your response, but this still did not address my concerns over Ron Marhoffer putting in parts that are continually breaking down again and again, basically working for a while then breaking, something I would call defective.  Charging diagnostic fees when being told its the same problem, etc etc.  I will call that number as well, already having filed a complaint against the headquarters, but you do have some culpability here as well, fighting for your customers would be a much better way to do this, not just passing along a 1-800 number and hoping for a recall on a known defective part.  

  

  Business response

  02/14/2024

  Mr. *****, thank you for your response in this matter and thank you for also reaching out to Hyundai Motor *******.  I wanted to take a moment to review your Repair Orders and coils.  This will also help in your conversation with Hyundai Motor *******.  Your vehicle is equipped with four different coils.  We have performed the following coil replacements; Repair Order ******* – Coil #1 replaced on 6/29/22, Repair Order ******* – Coil #4 replaced on 12/21/22, Repair Order ******* – Coil #2 replaced on 1/31/24.  We have replaced 3 different coils out of the 4 that the vehicle is equipped with.  I hope that this will help with your information to Hyundai Motor ******* and I understand your frustration.  Although we have replaced 3 coils, they have all been different coils and not the same one three different times.  If you have any further questions, please do not hesitate to reach out to our service director, ***** *********, ***********************.

  Customer response

  02/15/2024

   I am rejecting this response because:
  
  So I just want to be clear, you are telling me that coil number 3 is primed for failure, thanks, that makes me feel a lot better.  Looking on the internet these are being replaced by the thousands , I am assuming your dealership makes a huge amount of money on these types of repairs, I still am thinking you should stand up for your customer who has bought his last 2 cars from you and referred people to your business saying what a great warranty and job they do over on *********.  Clearly these are defective recall worthy parts.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  purchased on 02/17/2023 amount paid $3,179.62 a finace charge that i was never mentioned to myself or my wife.i would never have agreed to such a redidulas amount plus a monthly percentage of un paid balance.. i called genesis of akron several times ,left several messages to return my calls,NO responce. deal#******* the finace officer went into a glass qubical ,never explained any of the documents,had my wife and I sign on a tablet or I pad, been doing a trust for estate and noticed this issue,I was advised to file this complant ! Thank You

  Customer response

  12/25/2023

  This is all of the contract paperwork that I ever received.   

  

  Business response

  01/02/2024

  Our team has contacted Mr. ******* to review his loan contract and verified the finance charges of $3,179 were related to interest of the vehicle loan and not an additional fee.  Mr. ******* stated he now understood and he no longer had a concern.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/15/23 I took my 2017 Hyundai Tuscon to the dealer to have it diagnosed per a TSB for a Vacuum pump Service Campaign. The Service advisor and person who took my appointment did not note it on my repair order. The complaint being customer states speedometer does not work and parking break and stability control lights are on. The technician notes stated they verified concern that the vacuum pump was unplugged causing no CAN communication which is causing the lights to happen. It was stated my Vacuum pump was unplugged and when plugged in CAN communication resumed. vehicle required vacuum pump replacement. The lights are still on and speedometer does not work. There were no codes recorded or the reason for replacing the vacuum pump if it was an electrical concern or the pump itself not operating. The service advisor sent in a ** to be approved and did not reference the TSB on the vehicle. I talked to the service manager who told me that the pump is not serviceable which is inaccurate due to the TSB being able to order the cap. They said they resubmitted the ** and it was declined. Hyundai website states service campaigns are made at no cost to the customer i don't understand why the claim was denied due to having the specific vehicle noted in the Service Campaign. ******** states if out of warranty that the dealer is to submit a good will request which was never done. Just a Prior Authorization for warranty repair. I paid $169.95 to have my car diagnosed without clear understanding of the problem. They want $1217.87 to repair the vehicle $800 of which is the entire vacuum pump that my vehicle does not need. The cap is $8.00. Also why was this not an option.

  

  Business response

  09/25/2023

  Ms. ********, 

  We are very sorry to hear about your frustrating situation.  We have looked into this situation, in this case a service Campaign is not a TSB. The Vin is not a part of this Campaign and we are not able to repair under Hyundai warranty. The repair to fix this vehicle would be replacement of the pump being there is no Campaign on this VIN. For vehicles with the Campaign there is a repair that replaces the cap, but that is only for vehicles with an open Campaign.  We have submitted a ** to Hyundai twice and they have declined it each time.  We would love to help out in any way that we can.  Please feel free to reach out to Hyundai Motor America Customer Relations center to have them review your ** for assistance.  ***********

  Customer response

  09/26/2023

   I am rejecting this response because: the service campaign came up under my VIN number in ******** and is exactly what is happening with my vehicle. The make and model in the service campaign If I could get the CAP seperate and be billed for just the cap that is replaceable vs the 800 entire vaccuum pump that mechanically works just fine due to it being electrical. Its a safety issue with the problem taking out my speedometer. My turn signals also dont show they are working on the dash when i turn them on. That is my frustration that the part is able to be ordered separately and was not a consideration. 
  
  

  

  Business response

  09/28/2023

  We absolutely want to get your situation resolved.  Please reach out to Hyundai Consumer Affairs (************) to talk through the reason they have declined the repair.  Our last Prior Approval (**) that we sent them was **# ******.  When they sent back the decline message on 9/18/2023, for your vin # ***************** it said the following:
  “THIS PRIOR APPROVAL REQUEST WAS REVIEWED AND BASED ON THE INFORMATION PROVIDED; HMA IS DECLINING TO PROVIDE ASSISTANCE DUE TO THE MALFUNCTION BEING OUT OF WARRANTY CAUSED BY THE TIME IN SERVICE AND MILEAGE OF THE VEHICLE, THANK YOU.”
  Please give them my contact information when you have received a case manager and we will work together to come to a resolution.
  My email is ***********************  and my contact number is ************. ***** ********* 

  Customer response

  09/29/2023

   I am rejecting this response because: I will contact hyundai again to try to talk to someone. The customer service center has only the same resources the service advisor had to see if the claim was denied or approved. I would like to talk to the hyundai representative. If you could get me a number to reach out to them would be great. It does not seem as if you want to resolve this issue with it being back in my hands to contact the right people. 
  
  
  

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ron Marhofer repoir an oil pan leak on a 2019 jeep Cherokee I purchased from them. In dec the oil pan starting leak to were the SUV was undrivable. I call Ron Marhofer and they told me to take the SUV to a jeep dealer. It was discovered that Ron Marhofer repaired the vehicle wrong. They put a gadget in the pan which this vehicle does not need. It should have used a seleant instead. I notified Ron M. and they said they would cover the repair. I provided the invoice 4 weeks ago and now I can not get anyone from Ron M. to call or respond to me.

  

  Business response

  01/18/2023

  We mailed a check to ***** ******* for the repair referenced totaling $458 on January 12th to the address *** ******* *** ** ********* ** *****.  We have spoken to Mr. *******, apologized for the lack of response, and made him aware of check status.  

  Customer response

  01/23/2023

   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.

• Initial Complaint

  10/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I just purchased my first vehicle from Marhofer in green at the end of this past summer of 2022. I purchased a 2019 trailblazer and since I have bought it, it has had two major issues already. The first issue was the shift to park. My car literally wouldn’t shut off. the dealer quoted me to fix this for over $600 and this was the shift to park issue which is a known issue and should’ve been fixed before selling the vehicle. The problem was so annoying so I had to get that fixed …..then just last Thursday, I was sitting at a light on my lunch break from work and my car just completely shut off and I couldn’t get it to start again. I was stuck sitting in traffic. Couldn’t go to back to work. After two police officers pushed my vehicle to a gas station, I had to have a tow truck finally come and tow my vehicle to a nearby shop, this shop has indicated to me that the car needs a brand new starter and they’re quoting me over $600 to fix that…… as of right now, I don’t have a vehicle!!!!! it will not run until I have the money to get the car fixed which I don’t have. I thought I bought A 2019 GOOD car that I trusted so I never budgeted for these issues, this early on. I have tried calling Ron Marhofer and I tried to get in touch with my salesman. The financing department and no one has called me back or gotten in touch with me. This is the first time I ever purchased a vehicle from them and unfortunately I wouldnt recommend them to anyone and I will never be purchasing another vehicle from here again. This has caused me so much inconvenience. I cannot believe this car is having this many issues. I haven’t even had it for four months!

  

  Business response

  10/31/2022

  We have made contact with ***** ***** and let her know we are sorry that she has had issues with her vehicle.  We have offered to pick up the vehicle, tow it to our Chevrolet location, and diagnose the vehicle at no charge.  Once we have recommended repairs we will advise and help her with cost of repairs. 

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a used 2016 Hyundai Tucson from Ron Marhofer Hyundai of Green in *****. I was recommend by a family member to go here and fully trusted I was being taken care of when I purchased the car. That is not the case and I would like to file a complaint against the dealership since they sold me a car with multiple issues, will not take ownership and help me resolve these issues, keep using the excuse of how backed up they are and leaving me with no options, and on top of that, horrible communication by not answering the phones or getting back in a reasonable amount of time. After 2 weeks of owning my car, I had to take it in due to major water leaking through to the inside of the car on both the passenger side and behind the drivers seat. What was supposed to be an easy 2 hour fix, turned into the service department keeping it for 4 days. I was given a loaner car. When I drove to pick it up when they told me it would’ve been done, it wasn't, which was not clearly communicated to me as it should have been to save me a 2 hour round trip commute from home to the dealership (********** to *****). Very poor communication, no one would answer the phones to get a hold of someone to check on status nor was the delay in fixing my car communicated to me. After 2 months of owning this car, I am on my second major issue. The check engine light has come on and is flashing. I have tried to contact the dealership MULTIPLE times to let them know that I have been advised that I can not drive this car and need to get the issue fixed under manufacturer warranty since it is an error with the engine. No solution was provided to me when I finally was able to get a hold of the service department, after yet again, many many attempts with calls being sent to voicemail including the General Manager of Service, not getting back to me. I can't go without a car for 5 days as I wait for a diagnosis on a faulty car they sold me on top of who knows how long it will take them to fix

  

  Business response

  10/29/2022

  We have been in communication with ****** ****** and verified the water leak has been fixed and check engine light is not present.  We have scheduled her an appointment for Nov. 10th to inspect the vehicle at no charge and fix any concerns.

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed a new car on 8-25-22. During the financing I was told the best rate was above 7% but could be bought down if I added an extended warranty to 6.5%. The extended warranty cost $2239 and he told me it was the same payment as the 7% rate. The finance manager ***** ******** made it sound like he was doing me a huge favor. Later that night I was wondering why the interest rate was so high. My credit rating is above 800. So, I checked into loan rates and the going rate was 3.99% at multiple places. I promptly refinanced my car at 3.99% and returned the warranty on 9-2-22. ***** ******** explained that I would receive a refund in 4-6 weeks at my home for the warranty. I did not receive that refund and was promptly given the run around. I then reached out to another finance manager **** ******. He told me he was sorry and would address the issue. He reached out and said I needed proof that I had refinanced the vehicle. I sent **** the statement clearly showing that the loan had been paid in full. After a couple days he reached out and said that the statement was not official, and I would need an official pay off letter. The statement I provided is from the credit union who provided the loan showing a paid in full balance. I am currently paying interest on money Ron Marhofer Hyundai of Green has stolen from me. At best this was an unethical practice, and in my opinion, it is felony robbery.

  

  Business response

  10/25/2022

  We have contacted **** and reviewed his visit.  We agreed with him that we could have communicated better with him at the time of sale regarding the details of his loan. His extended warranty refund was mailed out on October 24th, 2022. We overnighted another check on October 25th, 2022 for $171.80 covering tax on the extended service contract and interest for the period while he waited for the refund.

   

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We've owned our Hyundai Elantra for several years and have take all the necessary steps for normal maintenance regularly. The engine has started losing oil over the past many months and through research and talking to other mechanics, we have discovered this is a well documented problem with some Hyundai engines. We have had the car into the dealership where we bough it three times and they have submitted requests to Hyundai for repair, but we have been denied any help multiple times. The engine is failing and the car is not worth anything at this point to trade in. I have repeated talked to the dealership and the Hyundai customer service line and we are getting no help.

  

  Business response

  04/27/2022

  We have had **** ****** 2014 Hyundai Elantra with 69,327 miles into our service dept. on March 19, 2022 and found a knocking concern in the engine.  We submitted the repair to Hyundai manufacturer to cover the cost of repair, Hyundai declined the repair due to the car being outside of the warranty, 5 years or 60,000 miles.

  *** ****** Elantra came back into our service dept. APril 20th and we determined the vehicle is losing oil.  We again submitted the repair to Hyundai manufacturer to cover the cost, Hyundai declined the repair due to the car being outside of factory warranty.  We are happy to assist Ms. **** in providing further documentation to Hyundai or replace the engine at a discounted rate.

  Customer response

  04/28/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and found that I will need further information from them regarding their proposal.

  What documentation and/or how much assistance in fixing the engine?

  Their response was vague so I do not have enough information to proceed. 

   

  **** ****

  

  Business response

  04/29/2022

  In order to fix the concerns with **** **** 2014 Hyundai Elantra, we recommend engine replacement.  We are able to provide a new Hyundai engine, with associated parts, and labor at a retail amount of $7,223 including taxes.  Due to the nature of this concern we would be willing to offer the repair at discounted pricing for a total of $4,590.  The replacement engine would come with a warranty.

• Initial Complaint

  02/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Sept. of 2021, I took my 2012 Vera Cruz to Ron Marhofer Dealer in Green. There was a recall on the alternator so it had to be fixed. This is now Feb. and the car is still there! i have called the dealership multiple times and was told someone would get back to me but no one ever calls me back. We have bought several cars from here and also family members but this will be the last time. The customer service is very poor and uncaring. I have not received any updates or issues regarding this vehicle. I think 5 months is long enough to wait on my car. I will never ever buy from here again. Right now I am leasing a 2021 Sonata much to my regret!

  

  Business response

  02/07/2022

  ******* *****, brought her vehicle to us Sept. 20, 2021 and we found the vehicle had an open recall that was considered a safety concern.  We provided the guest with a loaner vehicle to drive while we waited on the part.  The part is on Hyundai national back order with a current estimated arrival date of Feb. 12th (no guarantee).  We would like to fix the recall, and have the vehicle back to good working order soon.

  I apologize for the lack of communication, upon review our team did not follow standard communication policy while the vehicle was with our service department.  

  We plan to fix this vehicle once the part arrives.

   

  Customer response

  02/10/2022

   I am rejecting this response because:
  They still have not said what has taken 5 months to fix my car other then they are waiting for a part. What part???? They can't find a part in the whole United States?  As far as a loaner car, I do have another vehicle but who would have thought it would take so long to fix this problem.  Not only that but the Vera Cruz has sat outside for 5 months now when it is always kept in our garage.  Sorry, but their response doesn't tell me anything.  I had a buyer for the Vera Cruz but since it has taken so long, they are no longer interested.  I obviously cannot sell the car until it is repaired..whenever that will be.  **** ******* *****
  
  

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle was serviced on 9-13-2021 for regular maintenance which was to include oil change and filter, door and hinge lubrication, check and top off all fluids, rotate tires, set tire pressure, check hoses and belts and a visual brake inspection. While driving and after getting my vehicle home I checked the tire pressure and it had not been set. It was the same as when the vehicle was dropped off all tires pressure needing set. I also noticed my windshield washer fluid was empty. This could mean a few things, maybe the tech forgot to do these 2 items that my receipt states I received and paid for - human error or they're other services that I paid for and have not received. I attempted to call on September 14, 2021 and was advised service manager **** would return my call and address my issues. Upon waiting several hours I tried calling 2-3 more times with no success. Money in hand= complaint not important.

  

  Business response

  09/18/2021

  We contacted the customer and apologized for the inconvenience. We asked her to please return with her vehicle for a reinspection and complete her next oil change service and no charge.  She seemed satisfied with this resolution.

  Customer response

  09/21/2021

   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.

*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. ↩