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:07/20/2025

  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.

  Hello. Bought my 2019 ****** in 2022. Engine blew at around 40k in February of 2024. Took around 15 days to get a rental and another 15 days to get my actual engine fixed/replaced. I had to adjust my work schedule and it really turned my world upside down. A few weeks ago I went in for an AC recharge, paid $375 and everything was working fine for a couple weeks. 17 days after the recharge the Air conditioning has stopped working and my exhaust is rattling and loud. My personal friend/mechanic said that my hot pipe has a leak and that a recharge would only be temporary and in his opinion the engine is going bad again. Seems to me that the engine is going again and they just didnt want to deal with it by charging me $375 for temporary relief. Ive been very cordial, patient and understanding with this car and dealership but Im getting the run around and feel like Im being taken advantage of. My son is due at the end of July and I need my car to be working properly because it is a part of my job as well. I call them and they never return my calls. I need this fixed. Im nobody special but I need my car to be in good shape. It seems in this day and age that these businesses just take advantage of you and when they get caught all you get is a sorry.

  

  Business Response

  Date: 07/21/2025

  We are very sorry that the experience Mr. ******** had a year and a half ago was lengthier than ideal. We can definitely understand that situation being stressful, especially during the portion of time where we had zero rental vehicles available. Although the situation was not completely smooth, we are glad his engine was replaced and everything was well with the car until his recent Air Conditioning issue.

  When Mr. ******* came in a few weeks back with his concern that his ** was blowing warm, our first step in the diagnostic process is to inspect for any visible leaks and then perform evac and recharge of the system. We found no visible leaks and when recharging the system we included a UV reactive dye.  If and when the system begins to blow warm again, we then have the customer return so we can use a UV light spectrum to reveal and isolate the source of any leak, if one is present.  It sounds like this is what is happening so we just need the car to come back here so we can verify the leak-point and move forward with any repairs.  

  As for the engine question, being that it was operating fine and our customer mentioned nothing regarding an issue with it, we would just need to diagnose if there is a problem.  ********* issue should have been communicated to us because it would be completely separate and unrelated to the Air Conditioning.  We will happily assist our client with this because if we find an issue with the engine, we could possibly get it replaced for him under warranty again. 

  When it comes to the exhaust rattle the customer mentioned in his note, the exhaust rattle and loudness did not happen until more than two weeks after his visit here.  Once again, we would not and could not have looked at that yet to diagnose for Mr. ************** We will happily look at this as well now that we know there is an issue with a rattle. 

  Overall, I am sorry he is having some issues with his Tucson and even more so that he has found it difficult getting ahold of us.  It has been extremely busy here recently and we are addressing this issue by hiring a new outside company to handle incoming calls for our location. We would absolutely never intentionally give anyone the run around.  Now that I am aware of these issues as well as his ** having begun to again blow warm, we will contact him to ensure we get his Tucson in here for the next step in diagnostic of the ** as well as the other concerns with loud rattling exhaust and the potential engine issue.

  ***** *****

  
  

• Initial Complaint

  Date:06/29/2025

  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.

  Bought a brand new 2025 Hyundai Venue from Crestmont Hyundai. When I went to pick the car up it had little black raised dots all over the car. The dealership told me it would wash right off. I got home 2 hours away and washed the car, the spots did not come off. I called the dealership, ******* the manager told me to take it to a detailer and I did. I’d cost $2000 for them to fix it and the dealership paid the guy to do it. The guy that fixed it damaged my black plastic parts. I had to fix it on my own and the stuff cost $458.00 I bout two bottles and sent one back for a refund. However one bottle cost $458 and the second was 75% off. I just want my $458 back. I did t charge for labor. But they are giving me the run around. Please help us. Thank you

  

  Business Response

  Date: 06/30/2025

  While we appreciate the fact that Mr. **** came 2 hours to purchase his Venue from our dealership, we were disappointed to hear that when he returned home he noticed some black dots all over his new car.   We were not sure what the black dots were or where they had come from.  We agreed to let Mr. **** take his car to a detailer near him and we would cover the cost of the detail.  This was an acceptable resolution to Mr. **** so he arranged to have his new Venue detailed by a shop near him.

  Mr. **** had his Venue detailed by a shop local and then gave us a bill for $2000.  While this bill seemed to be a very large amount for an auto detail we paid it because that was our agreement.  

  As for the damage to the black trim that appears to be caused by the detail shop, we do not feel we are responsible for any damage caused by a third party of his choosing.  We feel that we have done right by our customer by covering the cost of a detail to remove the black dots that were found.  If Mr. **** has issue with the detail shop's work than he should speak with the detail shop about the damage.  

  Best regards,

  ***** *****

   

  Customer Answer

  Date: 06/30/2025

   I am rejecting this response because:
  
  
  They should have had me bring the vehicle back and fixed it under warranty! Instead they told me to find an autobody shop and see if they could fix it. I found a detailer and thought I was saving them money. The detailer told me the price would be $1,200 for the repair and now the dealership is saying it was $2000. I have no clue. But my black plastic has damage to it, I feel the dealership should replace all those parts under warranty. Anytime there is a problem I’ve always used my warranty. There are Hyundai dealerships near me I could take the vehicle to if the dealership would agree to that and if the dealership would make the arrangements with that dealership. I already made my first payment. On July 10th my Ohio plate will be expired, I called Harrisburg Pa and they have nothing yet records on my new vehicle. My bank Capital One says they don’t a have an title either. On July 13th my wife and I are supposed to go on our honeymoon. We’ve been married 19 years and never had a honeymoon. Now we might not be able to go. My state said it takes approximately 3 weeks to process it once they get it and they do t have it yet! I bought the car one month ago! This is the second vehicle I purchased from them and that sale was flawless. Now we are a hassle to them! 

  

  Business Response

  Date: 06/30/2025

  We made an agreement with Mr. **** to have him take the car to a local shop by him because he did not want to put the miles on his new car by coming back to our dealership.  We understood his side and we made the agreement because that was the right thing to do.  Once the car was detailed by the shop he chose, we honored our agreement and paid for the detail because it was the right thing to do.  We are not accepting responsibility for any damage created by the detail shop and its process / chemicals.  If the customer has an issue with anything related to the detail please take it up with the detail shop.  

  As for the title/registration, this is being handled by an outside service.  This is currently still being processed.  We will get this information to Mr. **** once we receive it back.  

  We appreciate that Mr. **** has purcahsed a couple cars from us.  We are hoping to sell him another.  Hopefully he enjoys his new Venue.  

   

  Kind regards,

  ***** *****

  Customer Answer

  Date: 06/30/2025

   I am rejecting this response because:
  
  
  I have text messages from their manager Norville stating “I don’t want you to drive all the way back here, so take it to a local detailer” I have screen shot all the messages! 

  Customer Answer

  Date: 06/30/2025

  Can they send us the outside firms number and mailing address so that we can make contact with them and find out what’s going on. That would be great. Since they are passing it off as an outside firm I deserve the right to have their contact info. Also we are going to be out of a car for a couple of weeks. I would like the dealership to send me a new temporary tag. And this guy emailing you, we have never met at the dealership. 

  

  Business Response

  Date: 07/01/2025

  I have attached a copy of the detail bill that lists contact information- ******** ******* (************.  I am confused because Mr. **** chose this shop?

  We understood Mr. ****** concern with the paint issues which is why we agreed to assist.  Also, we are not trying to be difficult with his request for reimbursement regarding the damage caused by the detail shop.  We are willing to make an offer to split the money he paid for the chemical.  If Mr. **** is ok with this resolution we will send him a check for $250.  

  ***** *****

  Customer Answer

  Date: 07/01/2025

   I am rejecting this response because:
  
  
  We no longer want the money. Today when I went out to the car, the product wore off already. I contacted the company that sells the product and they agreed to do a full refund. However my black plastic is still damaged. This would never have happened if the dealership would have fixed the problem at the dealership. I would have drove back or they could have put it on a flatbed and picked it up. I no longer need reimbursed for that product. While I definitely appreciate that the dealership wanted to save me mileage, but they never suggested I bring it back. We bought a brand new 2025 car with 25 miles on it! I got a loan that we go to work every day like everyone else in the world. While the dealership sees $$$$ I see the love of my life! My vehicle has a 100,000 mile bumper to bumper warranty. The guy that fixed the paint, I don’t know him personally. It’s a business in town that had good ratings. How do I sue that guy, when I am not the payee. Crestmont Hyundai is the paying customer. Why do I have to sue, why do I have to go through outside help. I need all those plastic parts fixed. And why do I have to do it? I’m not an auto body guy I’m not a detailer. I am a salon owner. I’m a Notre Dame graduate and I am a US Veteran. Why can’t we get good honest help? Why? Why do we have to chase everyone? Why can’t they be nice and do the right thing? Why do I have to pay for 6 years for a damaged car? Why even buy a new car if selling them damaged is gonna be the new thing and then no one wants to help you. We are never gonna get our car fixed and we are never getting our license plate on time and they don’t even care!

  Customer Answer

  Date: 07/03/2025

  I appreciate all the help. I now have an attorney and have decided to go that route. Thank you

• Initial Complaint

  Date:06/24/2025

  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.

  We have a 2021 Hyundai Kona that we've been getting serviced at Crestmont Hyundai since our original purchase of the brand new vehicle at a Hyundai dealership in ***** due to color availability.
  We have special warning lights and sounds that help make the car safer. We paid extra to have them included when we purchased the vehicle.
  The problem started June 2024 when our Check BCW light came on suddenly. We took the car to Crestmont who advised us that the car must have been hit, even though there was no visible damage. They couldn't fix it and advised us to contact our insurance company. At the time the service manager was very pleasant and said they could contact him directly if they needed proof. We contacted the insurance company who had us take the car to a third party ****** Auto Body to be assessed. ****** found no damage whatsoever to back up their claim of how it was damaged therefore insurance refused to cover it. Surprisingly The warning light went off on it's own. We let it go until today when the light is back on a not so helpful Service tech strongly reminded me of the past visits but since he was new he only had what the original technician from June 2024 had in the records. He informed me that due to the bumper damage. They need to replace a left corner radar unit and adjust it. The cost is $4,408.48. No further discussion, he said there was nothing else he or anyone there could do to help.
  My issue is if it's been proven no damage has been done to the vehicle by a third party. The light went off for a year and then came back on. It seems like it could be a manufacturer defect. I am exhausted, frustrated and getting nowhere. I don't know where to turn. Can you help?

  

  Business Response

  Date: 06/30/2025

  We understand how frustrated the customer has been with the issue on her Kona.  We know because we have tried to assist a few times.  We have investigated the issue with the Kona on a couple of visits and attempted a few repairs to resolve the issue.  We recommended replacing the radar unit because that was the best solution to resolve the issue since the issue had occurred more than once. 

  After receiving the complaint, we reached out to the customer and squeezed them in our shop to attempt to diagnose it again.  When Mr. ***** brought the Kona in on Friday June 27th the warning light was off.  That was great news, it seems as though the recalibration that was performed on Monday June 23rd may have resolved the issue.  Just in case of future issue with this radar unit, we offered the *****s some peace of mind by offering to get their Kona in the shop asap should issue ever come about again. 

  We are hopeful that the recalibration has resolved their Kona's issue and that this situation is behind the *****s.  Hopefully they can enjoy their Kona.  

   

  Best regards,

  ***** *****

   

    

  Customer Answer

  Date: 06/30/2025

   I am rejecting this response because:
  
  
  Crestmont Hyundai has had our car in twice for the exact same issue.  Had my appointment with them ended with " we did a recalibration and everything is fixed" Why was I given a repair estimate of $4500.00.

  The first response was it was in an accident,  which our insurance company and a third party could find no proof of.

  If this is a faulty sensor, why isn't it being replaced under the warranty before the warranty runs out. I would hate to think that they are waiting until it's not under warranty 

   

   

   

  

  Business Response

  Date: 06/30/2025

  We understand that Mrs. *****'s car has been in service more than once for what appears to be the same issue.  This is truly disappointing to us, understand our goal is always to repair the client's vehicle the first time we see it.  We strive to provide our guests with a great experience.  Also, we would never hope that something breaks on a customer's car after it is. past warranty.  We would prefer a repair be covered while under warranty rather than collect money from our guest.  Separate note, a part cannot be "just replaced" unless the customer wants to pay for it.  The manufacturer warranty will not just pay to replace a part if it is not malfunctioning. That being said, repairs of this nature are not always straight forward or simple.  Keep in mind that sometimes repairs are a series of steps or process of elimination to what could be the problem.  Sometimes the problem is different but seems related. 

  In this case, we have attempted to correct the issue with different fixes each time.  What I am saying is, we tried to correct the issue by starting with the simplest resolution and the least cost to a customer as possible. The first repair we made some adjustments to the bracket itself and it seemed to resolve the issue.  The first repair lasted almost a year before something happened that caused the warning light to come on again. 

  This last fix, recalibrating the system, seems to have resolved the issue.  No warning lights appeared and everything seems to be functioning properly.  Maybe this resolution resulted from a combination of the adjustments made during prior visit and the recalibration this visit.  We do not know for sure but either way, the issue appears to be solved.   

  One last note, we have also tried to give our customer some peace of mind by offering to assist should an issue come up again in the future.  We have stated, if this issue returns we will get their Kona into our shop asap and provide a loaner while we have it in service.

  Hopefully this provides a little more explanation of what transpired and gives the *****s some peace of mind that we will be there to assist them should they have any issues in the future.  We really just want the *****s to be able to enjoy their Kona.  

   

  Best regards,

  ***** *****

  Customer Answer

  Date: 06/30/2025

   I am rejecting this response because:
  I agree with the response that if the warning light is off that the blind-spot collision warning system is currently working. However, my issue remains that last year the service department said they adjusted the bracket, but the light remained. They then gave us a repair bill estimate for over $3,500. However, a few weeks later, the warning light went off and system started working again. A few weeks ago the warning light went on again and now the service department said they recalibrated the sensor and that corrected the system. Once again, the service department gave a repair estimate for over $4,500. So our issue is, why keep giving us repair estimates to replace the sensor if that's not the problem? I want their assurance that if this occurs again after the warranty expires and the sensor has to be replaced, it will be done at no cost to us.
  
  

  

  Business Response

  Date: 07/01/2025

  We seem to have done a poor job in communicating everything involved with this scenario.  We gave the *****s the repair bill cost to replace the unit should it need replaced... if it needed replaced...  and was not an item covered by warranty.  We were not positive that would work which is why we gave the quote to replace the unit.  Currently this is a mute point since the system appears to be operating as it should.  The adjustments made, along with the recalibration seem to have solved the issue.   Hope this clears up any questions. 

  Just an FYI, should the customer ever have any issue that is covered by warranty through Hyundai (or if they purchased a service contract that carrier could be involved as well) than the repair costs will be covered by the warranty/service contract holder.  Crestmont does not offer any warranties on any car.  We will be available to assist the *****s with any issues that may arise but again we do not offer a warranty on any cars.  Side note, if the customer would like to look at extending warranty coverages we will happily work with them on securing a service contract.  We are able to assist with this at any point they are available. 

  ***** *****

  Customer Answer

  Date: 07/06/2025

   I am rejecting this response because:
  
  
  In Crestmont's response, they're saying they gave us  an invoice should the unit need replaced. My question is: If the unit needs replaced, is it covered under the 5 year, 60,000 mile warranty? If so, why give us an invoice last year and again this year to replace it?

• Initial Complaint

  Date:10/20/2024

  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 2023 Genesis **** in July of 2022 from Crestmont Hyundai of Brunswick, Ohio a licensed Genesis dealer. I always had it serviced at regular intervals. The service department stated that no valet service was available so I drove a little over an hour each time for regular service. A loaner car was always provided. When my last service appointment was scheduled for Aug. 15, 2024 I was told valet service was reinstated which I agreed to. The valet picked up my vehicle that morning. I had my vehicle cleaned to the point of looking new. After the same valet returned my vehicle Aug. 16, 2024 I found white road stripe paint splattered along both sides front to back and all four wheel well liners. I sent pictures back to the service department right away. I also have before pictures showing the condition of my vehicle the morning of Aug. 15. Customer satisfaction is at the bottom of this dealers list not accepting any responsibility to remove the paint and replace the wheel well liners defending their driver and even suggesting that I drove through the paint. After corresponding via email since the service department claimed they couldn't contact me through my phone number I was asked to get an estimate from a local body shop which I did and sent it to the service department. The only reply was that they received it. After two weeks of back and forth through email they wanted me to contact ODOT and try to get financial assistance for any repairs suggesting I am responsible for any costs. I don't believe I should have to pay for any repairs since this issue is the fault of the dealership. All I want is the dealer to do the right thing and remove the road stripe paint and replace the wheel well liners. I am disappointed with how this dealer approached my issue and the condition of my vehicle upon return from being serviced. The dealer ignoring this issue is unacceptable.

  

  Business Response

  Date: 10/22/2024

  We appreciate you choosing Crestmont for your place of business  We are happy to continue to assist you with your auto needs.  Just to give you some information regarding your valet service, we have offered you loaners in the past because your home location is a little beyond our valet perimeter.  We adjusted our valet distance to try to assist you and show you that we appreciate your business. 

  As for the issues with the road paint, there seems to be some misunderstanding in our last communications.  We are not ignoring you by any means.  We offered to assit you but you declined.  We understand that your Genesis may have had the unfortunate event of getting roadway paint on it from its last trek between your house and our dealership.  We say unfortunate because we do not have any contol over ODOT painting the roadways.  We apologize for our misunderstanding in our previous conversations but to clarify, we offered to have your car looked at and professionally cleaned.  This offer still stands if you could bring us your vehicle we will happpily have it attended to.   

  Customer Answer

  Date: 10/25/2024

  I am satisfied with Crestmont's response as long as all road paint is removed from the body and fender liners of my vehicle. I will bring my vehicle to Crestmont as soon as arrangements can be made.

• Initial Complaint

  Date:10/17/2024

  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.

  In april I had loud noise coming from the sunroof and I went to crestmont Hyundai in Brunswick where I bought my car from and asked to get checked on that noise and to fix it … took them months to locate the noise and they broke my windshield while trying to replace the windshield which had no problem and then they tried to replace some sorta of brackets in the sunroof and didn’t worked and by the end of the story they replace the sunroof by other dealership that they deal with and still had the noise … and I keep explaining that the noise occur when it’s hot outside and the sun hit the car and make the metal expand and make click and rattle noise … and they had no idea what going on plus they damaged my car with dents and scarfed over the the car roof while replacing the sunroof… horrible job and completely and unprofessional and when I went last time there I got kicked out by thier service manager ***** … he told me to not come back there and to look for new dealership… and now my car stuck in another ******* dealership and my case manager doing poor job to get the job done … completely circus and I hope I can get fair treatment , because I pay 701 $ a month and I get treated really bad and unprofessional please help me

  

  Business Response

  Date: 10/22/2024

  We are sorry that you still seem to be having issues with your vehicle.  We have been sympatheitc to your concerns from the beginning  Knowing that you had been to other locations previous to our store we tried treating you with top tier customer service.   From the moment you dropped off the car you
  were placed in a loaner at no cost to you. We offered the loaner becasue, as we
  discussed, we anticipated a lengthy repair turn-around due to the obscurity of
  the noise. We put our shop foreman,an extremley
  knowledgeable technician, on your vehcile due to the difficulty involved in
  even verifying the concern. Due to failed attempts to repair this
  vehicle in the past at other dealerships, ******* engineering was made aware of
  the car's presence at our dealership. In collaboration with Genesis
  engineering, a technical service bulletin was dicovered that could apply for
  creaking in the sunroof. Next step, we ordered parts per bulletin and they were
  installed the day that the parts arrived. After work was completed your vehicle
  was test driven again and unfortunately, it was discovered that the noise still
  remained. Engineering was once again involved, they advised the next step was
  to replace the entire sunroof assembly. The parts were ordered immediately and
  arrangements were made with a body shop to have the car and the parts delivered
  to complete repairs at this off site body shop. After parts and your ******* were
  delivered offsite, repairs were completed and the car was driven once again
  driven to verify the noise issue was resolved. Once it was confirmed that the
  repair took care of the issue you were called and your vehicle was returned to
  you cleaner than when it had arrived to us. Side note, while your ******* was
  being repaired you were given timely updates by the corporate rep., her
  supervisor, and mainly our service writer. 

  I believe we have shown you that we value any and all customers.  We have continually tried to provide you with the best service available from the beginning.  Unfortunately due to your treatment of our employees, we chose to ask you to seek any additional service elsewhere.  We wish you nothing but the best but prefer not to do business with you. 

   

  .

  Customer Answer

  Date: 10/22/2024

   I am rejecting this response because:
  
  
  What you mentioned doesn’t match and apply 100% what you wrote … and I completely refuse his answer and this kind of treatment and I didn’t seeks any problem , your service manager ***** came angry and said couple few words that not matching his behave as a manager , all what I asked is to get my car fixed and you guys were mad at me bcz I came back again for the 5th time , I’m really disappointed and upset from this behave and you guys have no right to treatment that way , and this answer was completely different from how you guys treated me … 

  

  Business Response

  Date: 10/22/2024

  As stated in previous reply, we feel for your current situation. My understanding is that the other dealership is refusing to work with you?  While we prefer that you seek assistance elsewhere we have agreed to have your car reviewed by ******* field rep here at our location. 

  Customer Answer

  Date: 10/22/2024

   I am rejecting this response because:
  
  
  Like I said before, the type of behavior and attitude that ***** was trying to push me to go find another dealership to get my car fix wasn’t professional and I tried to tell him that I have same issue but he refused to listen and came out of his office yelling and acting at level that not match his position there , it’s been 4 attempts to fix my car and your people at crestmont Cadillac left dents and scratches over my car hood while they fixing my sunroof, and they broke the headliner inside my car and I tried to explain that but no hope got kicked and yelled at and threatened that if don’t leave you will call the cops one me and **** in the background kept saying it’s private property which didn’t make any sense , I looked for professional behavior and act but got nothing only more damage to my car and more noise , and that why I started preparing all what I needed to support  case with my lemon law lawyer!!! Because that not acceptable at all I bought the car from your dealership and I trusted you guys and that how you treated me … not good at all 

• Initial Complaint

  Date:09/03/2024

  Type:Order 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 sat down with ***** at Crestmont Hyundai and straight out said that I wanted to release a new vehicle but I did not want to eat the cost of mileage overage. He said I would not have to pay that since I was releasing. I just received a bill in the mail for almost $3,000 for mile overage. When asked about this he stated that I said you will not have to pay "turn in fee's". This is not what I asked specifically since that was my "main" concern about paying any additional mileage fees. I was tricked into a new lease because he wanted to use "different" terminology. This is incredibly disrespectful to a customer! This is exactly why I hate dealing with dealerships, they promise you one thing and turn around saying I didn't say that. I will never ever recommend *****. If that was specifically my concern, he should have been upfront saying I can not make the mileage charges go away, you will have to pay them. I am an educated person. I would understand that. He completely disregarded my ONLY concern to get the sale.

  

  Business Response

  Date: 09/07/2024

  After speaking with *** ***** we have come to a mutual agreement. 

  Customer Answer

  Date: 09/09/2024

  I am awaiting a written offer from the dealership regarding the mileage overage fee. 

  

  Business Response

  Date: 09/11/2024

  *** ***** did request a response in writing.   Based on the situation and communication issues we understood and completed her request. Resolution has been reached between both parties. 

  Customer Answer

  Date: 09/16/2024

  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

  Date:04/14/2024

  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.

  Crestmont advertised a 2024 palisade calligraphy with a white exterior online for more than $4,300 in discounts/rebates. I spent 5 hours negotiating a price at the dealership and was then told they couldn’t sell this vehicle. I was offered a different vehicle at a higher price. Crestmont continues to advertise this “no sale” vehicle online knowing they are unable to sell it. After emailing with Crestmont for days I was told they would beat all competitor pricing and meet their MF of .00223. After running my credit, I was told my credit was less than *** which isn’t true. I was told a .00287 MF was the best they could do. Thinking about walking out, they then offered me .00263. My “new” vehicle has several major defects. When returning to dealership, I was told these issues are normal. Crestmont didn’t disclose any service history on vehicle even when asking for them. Crestmont is not reporting accurate mileage on their vehicles online, carfax, the service history records, nor was the mileage accurate on my lease agreement with a difference of 353 miles. When I question what their fees were in detail, I was told a $200 documentation fee was regarding license plates and would receive a refund for what is not used. $36 plates and $79 refund only totaled $115. Crestmont advertised my vehicle as “new” when I feel this is not the case. All the “new” car protective film was removed inside and out, And the vehicle had more miles than originally told. It’s without question Crestmont is using bait and switch tactics and continues to misrepresent the availability of motor vehicles. They are using deceptive tactics and promising consumers low cost vehicles and interest rates and then fails to make the vehicle or interest rate available. Failed to disclose service history and hidden defects.

  

  Business Response

  Date: 04/15/2024

  We were sorry to hear that Ms. ****** had an issue with her new Palisade.  We have tried to assist Ms. ****** with an issue that occurred on her
  Palisade in the past but unfortunately we were unable to duplicate her concern.  If there is still an issue with Ms. ******** Palisade we can get her Palisade into service and have it diagnosed.  If Ms. ****** would like assistance from
  Crestmont she can reach out to me anytime and I will happily set her up with a
  service appointment to get her Palisade inspected again.   
  
  As for still advertising the Palisade Ms. ****** originally chose, yes, we still have this Palisade
  advertised.  Unfortunately we still have a stop sale on that particular
  Palisade due to a recall issue.  FYI, tentative date for remedy for recall to be available is April 26th (subject to change by Hyundai of course).  Unfortunately, I am not sure
  where the “bait and switch and sell a different vehicle at a higher price” comment came
  from since we sold her a comparable Palisade at a lower sales price.  On that note, we notified Ms. ****** about the recall as soon as we realized the unit she was considering was affected.  To assist Ms. ****** we offered her comparable Palisade Calligraphy at a better price.  On a
  side note not every unit is affected by a recall at times, the unit Ms. ****** agreed to  purchase did not have the recall attached to it. 

  While we can appreciate a few customers like to see all the plastic and stickers all over a car most customers prefer these materials to be completely removed from their car before they even demo it.  That being said, I wish we could say that we were perfect in removing all the stickers and plastic but unfortunately some items slip through the cracks at times.  We do the best we can to keep our customers completely satisfied but in this case it sounds like we missed the mark and this customer would have preferred to have all the plastic and stickers still on her new Palisade.  We are sorry that we let her down.  
  
  Also, not
  sure about the comment regarding service records not being disclosed. 
  This is something we practice on used and CPO units but not typically on new
  inventory as new cars typically have only had a PDI (predelivery inspection) completed on
  them.  If Ms. ****** would like to see a copy of the PDI for her Palisade we will happily
  provide her a copy.  
  
  Ms. ****** noted something about correct mileage on odometer?  Not sure what this is
  either, we delivered her Palisade with 358 miles on her contract and title
  paperwork.  In order to prevent a unit being delivered with the wrong
  mileage we have a practice of taking a photo of the odometer on all cars sold
  at time of delivery to use correct mileage.  The photo we took has 358
  miles on the odometer.  I have attached a copy of the first page of her
  lease agreement with personal information blacked out but you can see mileage
  disclosed is 358 miles.  I have also attached a copy of the photo we took
  that day for reference. 
  
  Ms. ****** also made note of her credit score being higher than we disclosed.  I am not
  sure why she believes we lied to her regarding her credit score when she signed a
  risk based pricing sheet that clearly shows her score.  If she would like
  another copy of this we can provide this as well. 

  Lastly are the documentation fee, convenience fee, and registration and title fees.  We charge a standard $250 documentation fee to all retail customers.  We also charge the $50 convenience fee for obtaining / transferring plates.  For simplicity sake of not asking customer for shortages we charge all customer (other than Hybrid and EV customers) a set $150 for all registration and title fees.  We then refund the customer the difference from what is used at the BMV.  Attached is a copy of the refund check for the unused portion of $79.  We used $71 to title the Palisade, temp tag for the Palisade and plates/registration for the Palisade.
  
  Although we seem to have missed the mark here we normally do everything we can to provide our customers the best experience possible.  There is nothing deceptive in what we do.  We are full disclosure with everything.  Our goal is to be significantly better than our competition and give our customers reasons to come back to Crestmont other than pricing.  Most of our customers had told us they chose Crestmont over their experience so we must be doing something right.  We do not believe that being the lowest priced dealer is a best practice but providing exceptional service is.  Hopefully Ms. ****** will continue to visit Crestmont and see that we provide a much better experience than she has felt thus far.  
  
  Kind regards,
  
  ***** *****

• Initial Complaint

  Date:03/22/2024

  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 purchased a 2024 Hyundai ELANTRA that was MISREPRESENTED on March 7, 2024. The car was misrepresented in the way that I was told it would have front end collision warning and would tell me if I was traveling too close to a vehicle. (The SAME WAY, my partners Hyundi Palisade does) Prior to this purchase, I Rear-ended another vehicle and felt that this feature was an absolute MUST in the purchase of a new vehicle.
  When going to CRESMONT Hyundai, I was going to look at a specific car. It was white. I KNEW it had all the features in its 'convenience' package that I wanted.
  Several hours later that day, after being at their dealership, I had casually mentioned that I liked their dark gray color better. The sales person, ****, said the only difference between the two is a sunroof. **** asked me if I cared if I had a sunroof. I told her I did not. She told me that was the ONLY difference between the two cars and I should get the grey one if I liked that color better. I specifically asked if the feature that l was looking for ALSO was in the grey car. She said "yes, absolutely", I in turn, along with my partner, confirmed AGAIN with her that the feature that I needed was the same feature that was in the Hyundi Palisade we also purchased. She again confirmed that this feature and warning system was in fact there. NEEDLESS TO SAY, IT DOES NOT ON MY VEHICLE. I was told for two weeks, and SEVERAL more trips to their dealership, that this feature IS there. IT DOES NOT EXSIST IN MY VEHICLE. On Thursday, March 21st, 2024, I went BACK to the dealer with money to purchase the car I wanted and gave them a chance to rectify the WHOLE experience and they came back telling me I would have to pay $5,000 EXTRA because in the sales manager ******** words "Well *****, that's how it works" as he so smugly said while eating his orange. I can not believe the runaround this dealer gave with me and how UNHELPFUL they were one they got my signature and my $6,000 cash down payment!

  

  Business Response

  Date: 03/23/2024

  We really appreciate that Ms. ****** and her partner purchased not one but two vehicles from us.  The initial purchases took quite a bit of time for before our customers agreed to the units they wanted to purchase as well as the terms for the units that were purchased.  This process initially started at the end of February -approximately the 23rd of February.  After getting information/figures from numerous dealers Ms. ****** and her partner decided we offered the best terms.  Both purchases were finalized on March the 7th 2024.  Although it took two weeks of going back and forth to agree to vehicles and terms we did our best to satisfy our customer requests. According to Ms. ******, she was satisfied with her purchase except she thinks her Elantra is missing a feature.  In the first page of the attachment there is a copy of an email stating Ms. ****** is satifisfied with her purchase except for this "feature" not working or missing on her Elantra. 

  Ms. ****** is stating that we misrepresented a feature on the Elantra that she purchased.  Attached is a copy of an email from the purchasing party stating the MUST HAVE feature on the Elantra purchase.  Also, please see s a copy of the window sticker detail for the Elantra that was purchased by Ms. ******.  Both attachments have been highlighted to show that the MUST HAVE feature is included on the Elantra that was purchased by Ms. ******.  We provided Ms. ****** a vehicle with her MUST HAVE feature in a budget that she could afford or was willing to pay.  It seems that after her purchase Ms. ****** has decided she would like to upgrade her Elantra to the next model up.  We have offered and are still willing to assist Ms. ****** and trade her out of her Elantra but she has stated she is not comfortable with the options we gave her.  Ms. ****** is welcome to pursue other dealers for better terms if she does not like our figures. Once again, if Ms. ****** would like move forward with our assistance we are here to help. 

   

  ***** *****

   

• Initial Complaint

  Date:02/09/2024

  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 had an unacceptable experience with an F&I manager at Crestmont Hyundai & believe I was charged for a service that was not completed. I felt pressured to purchase vehicle warranty packages (tire & LuxCare) but asked that they be removed from my contract >2 days after buying the car. No down payment had been sent yet. The F&I manager said the deal had already been funded & she couldn't remove the warranties. While I understand it would mean she would lose her commission & it would be extra work to draw up a new contract, I pushed back on this & involved the GM of the dealership. I worked for a car dealer in the past and know the buyer is within their right to change the contract before the first payment. I received a call from the F&I manager, clearly very angry (and unprofessionally inappropriate) with me for escalating the matter to her boss & she informed me she would be able to cancel the tire warranty but the LuxCare package had already been applied to my car so that couldn't be removed. Since no down payment was sent yet I found this suspicious. I asked multiple times between 2/5 & 2/9 for a receipt to verify whether the job was completed before or after my request to have it removed & was unsuccessful obtaining one. When I spoke with a member of the service department he informed me there was no record of the order & no service had been performed on my car. I brought this to Crestmont's attention & I received what appears to be an undated, hand-typed "invoice" from the DealerTrack DMS system. Again, after 7 years working in the auto industry, I know what legitimate DealerTrack invoices look like & what I received isn't it. Please find attached text message conversations requesting a receipt to verify completion date, the "receipt" (***** ***********) I received from Crestmont, an example of a legitimate invoice from DealerTrack for visual comparison & my original/new contracts (dated 2/1/24 & 2/6/24) that reflect different prices for the same warranty.

  

  Business Response

  Date: 02/13/2024

  While we truly appreciate the opportunity to work with ******* ********* there seems to be some level of discrepancy in the how this transaction was completed and the conversations that were had.  While I believe we communicated fairly well with our customer to ensure she was comfortable through the entire process I still believe there is always room for improvement.  Just to give a timeline and quick snapshot of the events I have included some quick notes below. 

  On February 1st we did our best to go above and beyond to make this experience exceptional for ******* ******** from esigning her after store hours to utilizing facetime to assist her with understanding the various documents and provide her a level of comfort. At this time, Ms. ******** made a decision to not include her taxes in her finance contract, she stated she preferred to pay for them out of pocket. 

  February 2nd- Ms. ********* was going to wire us $25,000 for her down payment but was only able to wire partial amount of $10,000 because she needed to move some funds around.  We attempted to be understanding and allowed her time to wire her remaining down payment while we held the car for her.  At this point Ms. ********** actually complemented us for taking such good care of her and referenced giving us a good review. 

  On February 3rd Ms. ******** stated she made an error in her personal funds and needed to finance her taxes.  We advised our customer that her contract was already submitted to the lienholder.  On the same day Ms. ******** also requested us to cancel some optional contracts she chose when signed up for the car on February 1st.  We explained possible scenarios with her due to the fact that the loan was an econtract that was already submitted to funding department a couple days ago.  Due to the fact it was a Saturday we were not able to connect with funding department until Monday so we could not promise her anything but we would do our best to assist her. 

  On Monday February 5th finance department reached out to Ms. ******** in the morning to go over things but she was unavailable (she let us know via text).  Positive news, on this day we were able to cancel her Tire/Wheel contract she had purchased per her request.  Unfortunately, we were still trying to find a way to get an exception to cancel her Luxcare contract she purchased per request.  We were also still attempting to get a response from the lienholder in order to get her loan contract returned to allow us to recontract her. 

  On the evening of February 6th we finally were able to get the lienholder to return Ms. *********'s contract to allow us to assist Ms. *********.  Good new we were now able to recontract Ms. *********.  We still did not have an exception for cancelling her Paint Protection contract.  Ms. ********* resigned her contract and it was sent to the lienholder. 

  On February 8th Ms. ********* complained that the finance manager had not done as requested nor sent her the internal documents she had requested. Truth is the finance manager handling her requests was out of the office on February 7th so she was not responding to her requests. 

  Saturday February 10th decision was made by myself to refund customer her money for the purchase price of the Luxcare product she purchased in order to satisfy our customer and move forward.  Check request was to be sent to office on Monday February 12th. The refund check will be mailed to Ms. ********* once the check is signed. 

  While I believe our customer was treated professionally and respectfully it is also our job to provide her with the best experience possible.  I believe we did provide a great overall experience to our customer until our customer changed her mind.  This is evident from her positive comments to us.  Where we fell short is communication after the initial purchase.  We did our best to assist our customer with her requests after she had a change of heart but we should have done a better job explaining things to Ms. *********.  We should have explained how contracts work, timing, funding, etc.  We should been much more punctual with communication from our end letting her know where we were at in the process of trying to assist her.  We should have emphasized that we working to get her requests for exceptions handled.  Ultimately we want our customers to be satisfied.  This is why the we decided to just refund Ms. ********* for the Paint Protection contract she chose and allow both parties to move forward. 

  Hopefully Ms. ******** enjoys the vehicle she purchased for many years. 

   

  ***** *****

   

  Customer Answer

  Date: 02/14/2024

  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

  Date:10/13/2023

  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 own a 2017 Hyundai Sante Fe Sport. I am the original owner and recently took my car to Crestmont Hyundai in Brunswick, Ohio for what I believed was warranty covered work. The reason for bringing the car in was due to the sound of fluttering valves when I accelerate. I was called by Dave in the Service Department who indicated this was not an “internal parts” issue which would be covered by the warranty. Rather this was a carbon deposit issue which would need to be treated by “Engine Flushing” at a cost of $1100.00.
  
  I was advised this would not be covered by warranty since this is a maintenance item. My car has 83K miles on it and its driven daily. It does not sit for long periods nor is it just city driving. I am 62 and have owned MANY cars; however, none of them ever needed an engine flushing to remove carbon deposits. Interesting enough, multiple mechanics have worked on the car or changed the oil and indicated these cars/engines are notorious for burning oil. So, I wrote the General Manager (***** *****) of Crestmont Hyundai for assistance. The hope was he/they would try to resolve a complaint to a customer’s satisfaction before being escalated.
  
  I simply want Hyundai to stand behind their product and not utilize convenient excuses to avoid performing warranty work. I don’t think the carbon build up discussed is normal or related to me not performing some routine maintenance. I get the oil changed regularly and always hear from the technicians about the car burning oil. Frankly, I heard this feedback long before the car reached 60K. I would think Hyundai and its Dealers would want to stand behind their product for future referrals and repeat customers. I am asking that Hyundai perform the necessary “flushing” at their expense since this is not normal. This will be the first of many escalations until I receive the type of treatment your customers and Hyundai car owners deserve. Hoping for an amicable solution. See doc below for more detail.

  

  Business Response

  Date: 10/14/2023

  Crestmont prides itself on providing an exceptional level of customer service to all our guests.  We believe in being upfront with everything, good and bad.  We are extremely transparent when offering services in order to make it easier for our guests to make decisions. 

  Even with this approach there still seems to be some confusion for Mr. *********.  We were upfront and explained that his concern was not a warranty issue but merely a maintenance item.  I understand no one likes to spend extra money on their vehicle but unfortunately maintenance items are part automobile ownership.  The referred to "Engine Flushing" maintenance costs seems to have been misunderstood by Mr. *********, it was actually an Induction Service which is a Combustion Cleaning and Fuel Service, along with Spark Plug replacement.  I have attached a copy of his latest repair order from October 2, 2023 where we disclosed all the recommended maintenance items to him.  After reviewing the repair order, I could see where there could be some confusion if one were to refer to the repair order at a later.  I believe we could have done a better job of explaining the breakdown of the listed "Induction Service" and Spark Plug replacement.  It should have been written clearer that Induction Service was a Combustion Cleaning  and Fuel Service. For clarification, the $1100 Mr. ********* referred to is actually a combination of the Induction Service (what he called Engine flushing) for approximately $900- Combustion Cleaning $660 and Fuel Service $240, and the Spark Plug replacement for $230.  On a side note, we did participate financially by performing the diagnostic without any expense to Mr. *********.  Normal we charge $159.95 for diagnostic.  Once again, we believe in taking care of our customers.  

  We have spoken with Mr. ********* on more than one occasion and have explained all of his maintenance recommendations.  We would happily service Mr. *********' Santa Fe for him but it will be at his expense.  We are willing to perform all or any of the items Mr. Griiffiths choses on the attached repair order.   Mr. ********* noted in his complaint that he is the original owner for the 2017 Santa Fe in question.  As the owner of the Santa Fe he should understand that maintenance costs are a part of ownership.