ComplaintsforGreat Lakes Hyundai of Dublin

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2011 Hyundai Sonata from Dan Tobin Chevrolet in 2019. Not long after we purchased it, the engine seized up. I was informed that there was a warranty extension due to issues with this particular years engine rockers failing. I took it to Dennis Hyundai and we fortunately received a new engine in the vehicle and everything was fine until this past May (2023) when the check engine light came on and the engine bogged down. I returned it to Dennis Hyundai and was informed that it was the same exact issue as before except this time I was denied a new engine under this warranty because Hyundai Corporate started that the vehicle lacked “maintenance history” in carfax. There was only 4 oil changes listed in carfax and that’s because I had to have my wife take it to places to have the oil changed while I was away (I was a truck driver). When I was home, I did all the maintenance myself to include the oil changes and other needed maintenance. When I brought this up to corporate, I was asked to provide dates and receipts. I don’t have receipts from oil and oil filters that I’ve purchased. Depending on deals, I’d purchase from different auto parts stores and would have never thought I needed to write down dates that I changed the oil. I just simply knew when it needed to be done just like my other 3 vehicles. I am requesting that this issues be investigated and I receive the engine installed from Dennis Hyundai that is required by their extended warranty.

  Business response

  07/31/2023

  Here is a response back from Hyundai on denning any assistance on engine replacement. They asked for the customer to supply records of the oil changes being done on the vehicle,customer unable to provide the documents for Hyundai. 

  Customer response

  07/31/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20381948
  
  I am rejecting this response because:

  Dennis Hyundai is asking me to provide things that I'm pretty sure no one keeps records of,  i.e. reciepts for oil, oil filters etc...I can provide estimated dates of when I performed the maintenance on this vehicle if they'd like, but thats about it. This is a known issue for this year/make/model of vehicle. There is an extended warranty added due to a settlement. They have replaced the engine once because of the same exact issue and now they're trying to get out of doing it again because I don't use services like dealerships or oil change facilities for stuff I can do myself. I use them when I need to, i.e. I'm not available so I'll have my children take it in. Other than that I maintain all 6 of my families vehicles to include a 2012 F150 that has almost 300,000 miles on it. Pretty sure you gotta be able to take good care of vehicles to get to that many miles. The bottom line is, they're baseing their entire decision off of a carfax report. So more or less, I'm being told that if I don't use a service that's going to overcharge me and report to carfax for something I've been doing for 30 years then I don't get the benefits of a settled extended warranty because I didn't keep receipts for oil. Doesn't seem real fair. 

  
  Regards,
  
  ****** *****

  Business response

  08/01/2023

  Unfortunately i can not make those decisions for Hyundai. I sent their response back on no assistance in this case. I will provide the number to consumer affairs, they can call them and plead their case with them.

  That number is ###-###-####

  Customer response

  08/01/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20381948
  
  I am rejecting this response because: 
  

  This response is the same response that I got from Dennis Hyundai when they refused to apply the extended warranty settlement to my car again. I contacted their consumer affairs and they stated that they couldn't override the decision and to contact the BBB. So round and round I go because I don't have receipts of purchases for oil and oil filters. And even if i did, is it going to prove that that oil and oil filter was or was not placed in that car. No, it won't. It will only prove that I bought oil. Its a ridiculous request. Hyundai made a faulty engine and are refusing to do the right thing and stand by the extended warranty settlement. I do not have access to the settlement, but im assuming it doesn't say anything about having to maintain records of maintenance on carfax or keep receipts of what you do. 

  
  Regards,
  
  ****** *****

• Initial Complaint

  06/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We have made multiple attempts to contact the dealership regarding our 2017 Sonata that was stolen the night prior to our appointment for the recalls to correct the problems with the ease of the make and model of vehicle being stolen my the known theft ring Kia Boys. We have called and left messages, begging them to tell us if we could have our vehicle towed to them or not, written to them via FB Messenger twice, called the central scheduling and been sent through cycles of repeat automation phone systems and even used the locations chat feature and not one person would return our call. We had to have the vehicle towed to a local shop, but need to make sure that we immediately have the recalls done, so that we do not need to fear having the vehicle stolen again. It is not our fault that the car was stolen and I had the courtesy to call and leave a message the day of our appointment 5/19/23, as we walked out to drive the car over for our appointment, only to discover shattered glass where the car had been parked and the vehicle was gone. It was recovered the next day 5/20/23 and no one would return our multiple attempts to contact them from 5/22/23 through today 6/1/23.

  Business response

  06/02/2023

  The service manager will be reaching out to the customer today to come up with a resolution to get the recalls done.

  Customer response

  06/06/2023

  
  I accept the business's response to resolve this complaint and they have done so. The car has also received the recalls and will be awaiting further repair by the dealership caused by the thieves when they stole the vehicle. 
  Regards,
  
  ******* * ******* *****

• Initial Complaint

  05/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 14, 2023, my 2020 Hyundai Tuscan was stolen from in front of the Country Inn Hotel & Suites at 2900 Airport Drive in Columbus, OH. It was found by the police and sent to their impound lot. Only in Columbus for a three-day business trip, I acquired a rental through my insurance for my return home. My insurance covered my car rental for 30 days. Through my insurance, it was sent to Dennis Hyundai for repair. Holding the car beyond 30 days, the rental car costs have now fallen upon me. I contacted Hyundai corporate and was told the matter would be escalated and assigned to a case manager. On Tuesday, April 18th I called but was told I still didn’t have a case manager and would not until Thursday, April 20th. I reached out to him and explained my situation, particularly not knowing the status of the car, and my insurance car rental expiration, as well as my discontent that Hyundai did nothing to inform customers of issues regarding their vehicles. When he got in touch with them, he told me they were waiting on a part and inquired as to where it was coming from. Though it was at a Hyundai dealership, the part was not, so it was in essence not their responsibility for the delay. The loaner would be up to the dealership who said they could not provide one, and the corporate office said the only thing they could do for me for my inconvenience was a $250 gift card, however, my inconveniences were far higher than this. I incurred $391.82 in costs for one car rental, and $281.18 at another rental place. Compounded with my making car note payments for a car not in my possession, and the impending $500 deductible. While I recognize the deductible is my responsibility, I believe a dealership holding my car for more than 30 days resulting in my having to pay for car rentals should not. The resolution I am seeking is reimbursement for all rental car costs I incurred beyond the 30 days. ($391.82 +281.18) = $673.00.

  Business response

  05/12/2023

  After speaking with the body shop manager, he stated that the customer went into a rental vehicle before he even had authorization to even work on the car.

  The rental car is based off of the insurance company not the repair facility. 

  Customer response

  05/13/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19992852
  
  I am rejecting this response because: 

  The complaint is based on the reimbursement of funds after the insurance 30 day rental payment expired. The dealership had the car for six weeks, for a repair that according to the final appraisal was only to take eight days. (note: the original appraisal was for three days. Outside of the fact that it was extraordinarily difficult to speak with anyone from that dealership, on the few occasions I was able to get through, no firm information on when the repair would occur was provided. Contacting corporate, it still took a week from my initial contact with them to get an estimated date of repair. Last, I was forced to drive over 2 hours from home to pick up a car with almost no gas in it. While I know the gas situation was not the dealership's fault, the amount of inconvenience due to their handling of this situation, compounded upon a bad situation.
  
  Regards,
  
  ******* ******

  Business response

  05/17/2023

  Customer went into a rental on 3/14/2023

  Insurance Company wrote the estimate on 3/31/2023

  We received the estimate from the insurance company on 3/31/2023

  Vehicle was towed to us on 4/3/2023

  We recieved approval from the customer on 4/8/2023

  Parts were ordered on 4/8/2023  Parts came in on 4/12 4/13 4/19 and 4/21

  Car was completed on 4/27/2023

  Customer picked up vehicle on 4/29/2023

  There were no delays on our end to repair the vehicle

  No offer from our end is being made

   

  Thank You...........

  Customer response

  05/18/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19992852
  
  I am rejecting this response because: 

  Timeline of events:

  My car was stolen on the night of March 14th. I reported it to the insurance company the following morning and received a rental on March 16th. I saw the car at the impound lot on this same date, received a release form, took it to the bank to be notarized, and faxed the signed copy. I received an email the next week saying it needed to be revised, so I completed another and sent it on March 22, 2023. Hearing nothing, I sent a query email asking for updates on March 28, 2023, and received a response on March 29th that they would check with the tow company to to find out what was going on. On March 30th I received the first appraisal, stating the repair should take three days for repair. I was asked if I wanted it towed to Cleveland and then fixed here, or tow it to Dennis Hyundai Collision on Morse Rd for repair and then tow to Cleveland because of the initial delay in moving the vehicle. Since I was assured they were quick with repairs, I said either way was fine. I became concerned on April 5th when I received a letter from the impound lot concerning the vehicle, and sent an email for assurance that Dennis Hyundai Collision had the vehicle. I received a response on April 6th confirming they have the vehicle in their possession, and I was to contact them about a work authorization form. I did find it disturbing that I did not receive this request until I reached out. I received the docuSign form on April 8th and completed it the same day. By April 14th, the covered time for my car rental had expired, so I reached out for updates. It was then that a received a new estimate saying it would take eight days for repair, which I was surprised about since I had been told they had already started working on the vehicle. I reached out to Dennis Hyundai Collision where they weren't able to provide any time of repair. I reached out to Hyundai Corporate, explaining the rental costs were now on me, and explained the problems I was having with the long repair time and no time given as to when it would be ready. I asked about a loaner since I was still making car payments for a car that was not in my possession at a Hyundai dealership, (which I never received). It took nearly a week just to get someone from there to investigate the delay, and they were given an estimated repair date of the upcoming Tuesday or Wednesday. I did not receive a call until Thursday April 27th, stating the car was repaired. Based on the timeline in their response where they said they received the car on March 31st, that still makes it 27 days to repair a car where the initial appraisal was three days, changed to eight days, and I should mention that in the final paperwork I received where I ended up driving to Columbus on Saturday April 29th to pick it up in person, the 10 page document had increased the repair days to ten.
  Regards,
  
  ******* ******

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2017 Hyundai Tucson,on December 14th I was driving the highway my car shacked and the check engine light start flushing, a friend of mine scanned it and it was the knock sensor issue , the next day I took it to Dennis Hyundai of Dublin, unfortunately the sign was erased but I had the picture of the last scan who shows the problem, I talked to Halwest who works at Dennis and he told me to leave the car to fix it, the next day he called me to pickup the car , he said they can not fix the issue because the check engine light was erased, he charged me $119 and he told me to drive it and when the check engine light comes back on I can bring it back to him to fix it with no extra charge, on March 7th the light is flushing again then I took it right away to the dealership, I parked it in the driveway and Bryan cam to me he gathered all the informations and he said to me it’s the knock sensor issue , they took my car to the garage and I was in the waiting area when Halwest came to me and he said, to replace the knock sensor we need to charge you $139, I said I’m not gonna pay for that because you told me last time when the light is back bring it here and will fix it with no extra charge , then he said I need to find out if replacing that sensor Is part of your warranty or not, he said let me talk to the technician, he went inside and in 2 minutes I see him driving my car through the driveway , he called me and he said it’s not the knock sensor issue it’s something with some cups were open , it doesn’t make sense to me at all, I knew that if I told him I will pay the $139 he will fix the sensor . I was in rush to leave because my wife keeps calling me, she was pregnant and sick . I don’t know what to say about that, but I know he doesn’t wanna fix the issue because he knows what he did at the first place when he charged me for a service without fixing an issue and of course when he told me that he will fix it with no extra charge when the issue occurs again .

  Business response

  03/14/2023

  Dennis Automotive2441 Billingsley RdColumbus, Ohio 43235************ March14,2023To Whom it may concern, I am responding to the case for MR. ***** *********, 2017 Hyundai Tucson, ********************. Customers can into the dealership on 12-13-2022. At that time, the customer'sconcern was that the vehicle had a loss of power when driving on the freeway and the check engine lightwas flashing. A technician scanned the vehicle. At that time there was no DTC. They had been reset butanother technician at another repair shop. We test drove and were unable to duplicate the customerconcern. The mileage on the vehicle at that time was 47202. The customer returned on 3-7-2023 at49774 miles. Customer stated that the check engine light is on. Brian greeted the customer and wrotethe repair order with him. I have attached the repair order. Hal did follow up with him and told him if itwere the knock sensor code, we would get it taken care of. But we first needed to diagnose the vehicle.Once the vehicle was diagnosed, we found that the vehicle had a history code for a ***** evaporativeleak. This was a history code. We did perform an evaporative test on the vehicle, and it all passed. Wedid not change the customer anything even though it was not related to original concern. We advisedthe customer if the light returned, we would look at the vehicle again at no charge. We have diagnosedthe vehicle on two separate occasions with 2 different codes and only charged the customer once. Wehave also advised the customer that if the light were to come back on, we would look at the vehicleagain at no change. We stand behind the initial charge for diagnosis and will look at the vehicle if lightreoccurs at no change.Thank you,***** ********** Automotive Service Manager.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 2022 Ruston on 2/24/2022. I still have not received a title so have I cannot drive car. It is sitting in my garage with no tags. I’ve called, my credit union has called. They had both us us call at same time. Have talked numerous times and still cannot get title. 10 months!!!!

  Business response

  02/21/2023

  Per business, please see the following:

  The vehicle was leased, and you will not have a title because of this.  Your registration can be used to obtain your tags at the BMV.  If you need anything else, please feel free to reach out.  Thank you for your business!

  Customer response

  02/25/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18611210
  
  I am rejecting this response because: after all this time waiting on response, the reason I filed is because I ACTUALLY BOUGHT the car 2/24/22.   Their records are still showing I’m leasing.  Still waiting for paperwork I need to get correct title

  
  
  Regards,
  
  ******* *******

  Business response

  03/10/2023

  On march 2,2022 ******* bought out her lease through Hyundai lease titling trust, not Dennis Hyundai. HLTT did the titling process incorrect. The tittle office printed a title with Together Credit Union as the lien holder and HLTT as the owner because ******* still owes sales tax from the time of buying out her lease. Together Credit Union had a replacement title issued on 6/9/2022 since they never received a title. ******* must go to a Franklin county title office to pay sales tax on her vehicle that she bought out. Then, the title office will issue a title in *******'s name with Together Credit Union as the lien holder.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2013 Hyundai Sonata that has been in for service over 8 times since April of 2021 for a problem that continues to persist. On startup the vehicle will on occasion show several symptoms including a weak idle as shown by the RPM gauge bobbing up and down from 0 to idle while the dash lights dim and the vehicle emits a strong oder of fuel both inside and outside of the vehicle. On several occasions the vehicle displayed the malfunction for several days in a row, which I have video recorded, and as soon as I take it to the service center the problem is miraculously absent. I have paid several thousand dollars to fix a problem that persists. I have been told that there is nothing wrong with the vehicle despite having proof of the problem, replacement of the fuel pumps, injectors, turbo box and more. Contacting Hyundai Corp has resulted in no resolution and I was told to contact the BBB as I was more likely to receive a resolution through the intermediary rather than the Hyundai Service center directly. I feel that Dennis Hyundai has no interest in either finding a solution to the problems with my vehicle, nor honoring the warranty on parts and labor as after the injectors were replaced, the problem disappeared for 5 months. The last time I took the vehicle in for service over 2 months ago the problem presented itself in the presence of a service writer who subsequently no longer employed and my vehicle sat on the lot for 2 weeks with no one knowing what was going on with it. The service writer deemed the vehicle unsafe to drive and allocated a rental car. I was told today to return the rental and that there is no problem with my vehicle despite the recalls and some of the symptoms I am experiencing being a symptom of the recall itself. I am not only seeking reimbursement for the needless repairs, but for the warranty to be honored and my vehicle to be fixed as the problem has been ongoing for 1 & 1/2 years. All services conducted through a Hyundai service center

  Business response

  11/03/2022

  The repair included with Mr. ******** complaint from 6.17.21 is not from Dennis Hyundai. Mr. ****** came in 9.22.21 with the complaint of a starting issue. The technician found high pressure to the fuel pump and replaced it under Mr. ******** extended warranty coverage.

  
  10.14.21 customer brought vehicle back into Dennis Hyundai of Dublin with a complaint that the vehicle cranks but does not start. The technician was not able to duplicate concern after attempting for multiple days. Fuel pressure test was ran and vehicle passed with scan tool and fuel pressure gauge.

  
  3.21.22 customer returned with same issue as previous visit. The technician replaced all four fuel injectors due to internal leaking, no other issues found.

  
  8.16.22 customer returned with same starting issue. Technician was unable to verify any abnormal starting or engine performance issues. Technician noted engine is starting without any hesitation. The vehicle was scanned for dtc codes, none found. Technician states the chasses ground for the battery looked corroded and cleaned the ground and checked performance at no cost to the customer. Performed a cold start the following morning without any issues noted.
  During this visit technician found two issues unrelated to customers complaint, steering coupler required replacement and the oil pan was leaking, requiring a reseal. 

  
  8.21.22 customer returned with a starting issues and stating there is a smell of fuel coming from the vehicle. Technician verified no codes stores, vehicle started immediately. Performed an inspection of the high and low pressure fuel lines, everything reported normal and no smell notated. No visible signs of fuel leakage or seepage. Technician noted tail pipe emissions do smell a little rich but not abnormally so.

  
  I understand the customer’s frustration, but all repairs performed by Dennis Hyundai of Dublin were verified by a master technician and were required repairs.

  Thank you,

  ****** *******

  Customer Relations Manager

  Customer response

  11/17/2022

  My original complaint stated that the vehicle has an ongoing problem since April of 2021 and continues to this day. The attachments to the complaint exhibited that there is direct proof that the problem I describe exists. I have major issues with the response provided by Dennis Hyundai. The first being that there was never a fuel leak with the injectors. This is a fabrication. The vehicle has never thrown a code and nowhere in any of the service reports is a fuel leak mentioned or eluded to, a fuel leak was also never discussed as a problem. If the problem involved leaking injectors, why did it take 1 & 1/2 years to identify, and only after the entire fuel system, turbo box, starter, start / stop button, fuel sock, and more was replaced. The only reason the injectors were replaced is because the service writer **** ****** stated it was the last possible item imaginable that could be causing the startup problems.
  After the injectors were replaced, the problem seemed to be resolved for 5 months. If the issue was a faulty leaking injector or injectors, and the problem reemerges, then logically the same problem exists. In that case, Dennis Hyundai should honor the warranty on parts and labor and redo the injectors, as well as continuing to make an effort to fix my vehicle. I have requested numerous times that a field engineer inspect my vehicle and each time I am told they are all busy working on new cars.
  While my vehicle was in the dealership for service this most recent time, a solution for NHTSA recall number 22V-312  /  Hyundai Recall Number 227 was issued. The solution was to replace the low pressure fuel hose for those vehicles that did not already have a fuel hose replaced. My vehicle never had a fuel hose replaced. From my point of view this shows that Dennis Hyundai never took the time to look over the vehicle at all, or they would have seen this recall solution and replaced the low pressure fuel hose due to a possible fuel leak.
  I will restate that I am simply trying to have my vehicle fixed and for Dennis Hyundai to make an effort to fix the vehicle while honoring the parts and labor that I have paid a lot of money for. I see no effort on the part of Dennis Hyundai to do so.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a 2022 Hyundai, I had it for three months before an oil leak had me take it back to the dealership. After over a week, and they finally tell me there's crack in the transmission. I've been waiting to get my car back for 45 days and am still making payments.

  Business response

  09/15/2022

  Unfortunately, the transmission is on backorder with Hyundai Motor America. The customer has been provided a loaner vehicle while waiting for the repairs to be completed. I apologize for the inconvenience and assure the customer that the repairs are top priority once the parts have been received.

   

  Thank you,

  ****** * *******

  Customer Relations Manager

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This place gaslit me for a year about my cars electrical issues. I had sporadic power surges and loses. They sold me everything under the sun. Alternator, batteries, starter....it kept happening. They assured me it was nothing and they found nothing. Which happens I get it. But it took my car breaking down on me leaving me stranded and HUNDREDS in towing, rental car & additional mechanic opinions for them to believe me. And surprise guess what they finally found? An electrical problem. A random light in my trunk this whole time was draining my batteries (I went through 3 batteries in one year). There was no apology. Just a lecture with the manager in their office mansplaining cars to me and my own career field of Healthcare. They tried to tell me if a patient doesn't have symptoms them we cannot diagnose yadda yadda. I replied something like "my car did have symptoms and we don't just stop trying in healthcare especially when the patient is PAYING us to help." My resolution is a refund for every receipt I have for batteries, my last visit there and towing. I'm waiting on Hyundai corporate to do this as Dennis Hyundai service only gave a partial discount on my rental. I am filing this after months waiting in Hyundai corporate to investigate to no avail.

  Business response

  01/04/2022

  Dennis Hyundai of Dublin has serviced Ms. ********** ******** five time from October 3, 2019 through April 9, 2021. There were two instances with vehicle no start issues. March 12, 2020 the starter was replaced under an extended warranty contract then April 9, 2021 the battery was replaced under customer pay. The Service Manager recalls meeting with Mr. And Ms. ******** but has not received additional concerns with the vehicle since the April repair.

  Upon review of Ms. ********'s vehicle history, there are two issues with the vehicle not starting 12 months apart and no issues reported to the service department since April of 2021.

  ***** **** ****** ******* ******** ********* *******

  Customer response

  01/04/2022

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** ***********  ********** ******                                                       **

  
  I am rejecting this response because: I have been contacting Hyundai for the last 6-7 months per the instruction of the dealership. Hyundai corporate refused to intervene with the dealership. Hence why I am now reaching back out to the dealership for resolution. I incurred just over $500 in towing, second opinions and a rental car the fourth time by car did not start. I have spent over $3000 at this dealership to be told time and time again that there was nothing electrical wrong with my car when there was this entire time. 
  
  Regards,
  
  ******* ********

  Business response

  01/14/2022

  Ms. ********** service history with Dennis Hyundai of Dublin is the following.

  October 2019 there was an electrical concern in which the radio was not working properly and inoperable heater knob, both these parts were special ordered.

  December 2019 the radio and heater control unit were replaced under Ms. ********** extended service contract.

  March 2020 the vehicle was making a clicking noise and would not start. The starter was found to be failed and replaced under Ms. ********** extended service contract.

  February 2021 only maintenance services were performed.

  April 2021 vehicle would not unlock with key fob and vehicle would not start. Technician diagnosed failed hood switch pad which was causing a small draw on battery. The hood switch pad was replaced under Ms. ********** extended service contract and the battery was replaced under customer pay.

  Upon review of the repairs performed to Ms. ********** vehicle and in consideration of the issues had at other facilities we agree to reimburse the customer for the battery replacement as requested. The total of the battery including tax is $163.41. 

  ***** **** ****** ******* ******** ********* *******

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Starting in September, I began calling Dennis Hyundai, specifically their parts department, about getting a new key fob for my wife's car. I spoke with **** in Parts and he put an order in the system for the part at a fair price. I eventually sch**ul** an appointment to get the fob on Friday, October 29th. When I arriv** for the appointment, the service advisor told me that the part was no longer in stock and that I should speak with ****, which I did. He told me that they sold out the prior day. I ask** why I never receiv** a call canceling the appointment. He repeat** that they sold out the prior day. After talking a little more, he told me the part should be in the next week. I ask** him to give me a call and provid** my number. The next week came and went with no call. I call** back on November 8th and spoke with **. Rather than go through the whole story with a new person, I ask** him to have **** call me, which he agre** to do. After no call, I call** again on Thursday the 11th and spoke with ****, who "thought ** took care of it." He then told me the part would again be in the next week, verifi** my number, and told me he'd call. After two weeks of no contact from Dennis Hyundai, I decid** to file this complaint.

  Business response

  12/09/2021

  Mr. ****** called our parts department for a quote on a key fob. At this time, the customer did not put an order for the key fob and decided to compare prices with other parts companies. Mr. ****** called in a different day inquiring about a discount for the key fob. A discounted price was quoted to the customer and he did not order the part at this time. Because the part was not ordered by the customer the part was not held.

  I apologize for the inconvenience and misunderstanding Mr. ****** has experienced with this order. We were able to locate a key fob from another dealer and now have it in our parts department set aside for Mr. ******. We have further discounted the key fob due to the situation down to employee pricing. The cost for the key fob will be $214.82, labor for programming is $72.50, plus tax and fees. A representative will contact Mr. ****** to schedule an appointment that is most convenient for his schedule.

  Once again I apologize for the situation and hope Mr. ****** finds this offer satisfactory.

  ***** **** ****** ******* ******** ********* *******

  Customer response

  12/21/2021

  From: ****** ****** <******************>
  Date: Tue, Dec 21, 2021 at 9:11 AM
  Subject: Complaint ID number 16197863
  To: <[email protected]>
  
  
  Hello.
  
  My apology for not responding sooner. The response from Dennis Hyundai stated that "A representative will contact Mr. ****** to schedule an appointment that is most convenient for his schedule" but this has yet to occur. Dennis Hyundai can reach me at ###-###-####.
  
  Thank you,
  ****** ******

  Business response

  12/21/2021

  I apologize, we had a different phone number on file. Our BDC had attempted to reach you on 12.14.21 and 12.20.21 at ###-###-####. We have updated the BDC with the correct phone number and asked them to reach out to you as soon as possible.

   

  Thank you,

  ****** *******

  Customer Relations Manager

  Customer response

  12/21/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car to Dennis Hyundai to get some work done. Quoted me at a price, then later after the work was done got quoted at a higher price. After they replaced the coolant line they mentioned that my check engine light came on which has never came on before then also claimed to mention that my crank sensor was out and that I’d also have to pay for that which was another 400 bucks. Prior to me coming I’ve never had an issue and my car cranks sensor was never out. I’m sure during the time they replaced the coolant line they also messed up my sensor.

  Business response

  10/05/2021

  Good afternoon,

  Mr. ***** came to Dennis Hyundai of Dublin's service department with a complaint of A/C not blowing cold. Transmission cooler lines were found leaking, customer approved replacement. Once repairs were completed the technician found the check engine light on for an active crank sensor fault code. The vehicle's engine has been previously replaced with a used engine.

  The customer has been offered a discounted labor rate to complete the new repair and has been working with our service department to reach a satisfactory resolution.

  Thank you,

  Trisha N******

  Customer Relations Manager

  Customer response

  10/13/2021

  at the time I came in because my air had went out. Prior to me coming and me having the car the check engine light has never came on not one time. During the procedure on there end the sensor just happened to go out. Again prior before it was never faulty. They didn’t offer me a discounted rate they basically took the diagnostic fee off. I should of paid for something that happened on there behalf. After I received my car I then had taking it back because it overheated. AGAIN ON THERE BEHALF. The guy also mentioned something that happened that they didn’t do during the time which cause me to bring the car back the next day. I won’t be bringing my car here again to get serviced. I over paid and I should of been charged for that crank sensor.

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