ComplaintsforGraham Automall

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mr. ***** ****** indicated that after the purchase of his vehicle, it immediately broke down. Upon bringing the vehicle back to the dealer to be fixed it took several months for them to service the car. He was offered a loaner car, then the dealership reneged, the offer. During this time of many months, the complaint lost his job due to lack of transportation. Furthermore the complaint said that he never missed a payment.

  

  Business response

  08/29/2023

  Mr. *****’s vehicle did have an engine failure and it was covered under manufacturer warranty. Unfortunately, the replacement engine failed about 30 days later so Hyundai is replacing the engine again at no cost to Mr. *****. We have ordered the engine. Once it comes in, the engine will be installed immediately.  We are making Mr. *****’s vehicle our top priority. A rental car has been provided for him at no cost until repair is completed. 

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Total price quoted over the telephone by the Service Manager was different that the total price imposed by the dealership due to an additional item marked "miscellaneous" which increased the bill by $27 plus tax. After presenting this to the attention of the employee collecting the monies, she said it was common practice. I explained that I considered the Total price quoted to me by the manager to be the Total price. She did not waver one bit. It is obviously a scam to provide a "Total Price plus tax" to sucker the customer in and then start fleecing them for additional monies via unethical collection methods. I did explain to her that a quoted Total Price to me means to be Total Price as quoted and agreed upon between us, and that everything was included in it. Additionally, I would like to add I was not allowed the courtesy of getting to view the finished exhaust related job before the automobile was removed from the lift rack and taken to the pickup room and turned back over to us(after payment, of course). It is odd how the business aggressively "collects" extra monies not in a Total Price. Knowing I would not get my vehicle without paying the extra monies, and that I would later have to report the transaction, I went ahead and paid the aggressively required extra monies on top of the quoted Total Price to get back home in Southern Illinois. There was nothing we could we do otherwise, and they knew it, as we were on the road. I kept looking for the tip jar , but did not see one. Apparently being forced to pay an additional miscellaneous fee was their way to collect a tip. Somebody was getting their pocket filled. I would think *** or **** ****** would not have to stoop to such means and should have included "miscellaneous" in the quoted "Total Price". This is definitely not a user friendly and very discourteous business establishment. After families are corralled in a "waiting room/area a finished job picture would have helped.

  

  Business response

  07/21/2023

  First and foremost, we would like to thank you for bringing this to our attention and offer you our most sincere apologies. I will send you a check for $27.00 plus tax. A total of $28.89 to reimburse you. 

  Customer response

  07/22/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  02/28/2023 Re: Graham Chevrolet, *********, ****.key fob issue.On February 23, 2023 I visited Graham Chevrolet and asked to speak with Service Manager ***** to revisit the issue of an inoperable key fob.I had first brought it to his attention on February 1, 2023 when he opened it and did something to try to make it work.Our conversation on the 23rd focused on the need to have Graham do something to rectify the situation. On 02/22/23 I called the Service Contract rep who stated that the fob would have to be diagnosed by the dealer and submit it for coverage.I told ***** that I could not see anything in the contract that prohibited coverage and that I want him to get to the bottom of things.***** said that he would contact ******* Dodge dealer and have them call me to set up an appointment for the diagnosis. No one called.On 02/25/23 I called ******* to see if ***** had called. They said no. An employee named ****** said that she would forward my inquiry to *** and that he would call ***** on Monday 02/27/23.As of 02/28/23, I have not received any communication from ***** at Grahams nor ******* Dodge.It is evident that ***** at Grahams has chosen to ignore my request to address this matter and I am seeking to have them replace what is a defective (and possibly an aftermarket) key fob.

  

  Business response

  03/09/2023

  The service manager (*********************) will be in contact with ********************** to get the key fob replaced for his 2019 Dodge Truck. We have a vendor that services our store on Wednesday's at 9am to provide us operational key fobs for customers and our inventory. It will be incumbent upon ********************* to be at the dealer when our vendor is present on any Wednesday at 9am. The vendor's regular scheduled time is on any given Wednesday at 9am at our Superstore Office location which is located on our property along Home Rd. and an appointment is not necessary. 

  Customer response

  03/11/2023

   I am rejecting this response because:
  So sad that Graham's chose not to address this issue without me having to file this complaint.  I feel that it's reasonable that they provide an OEM fob my $20k caravan.  It is well known that although their aftermarket fobs are much less money, they are not the quality and not nearly as durable and long lasting. When ***** examined the defective fob, he took note that it was not as well made. A reconsideration is warranted, and I hope that they do the right thing by replacing this defective fob with an OEM one - just like they do when making other repairs.

  
  

  

  Business response

  03/23/2023

  We feel that we have addressed Mr. ********** complaint by replacing the key fob. He purchased the vehicle in October of 2020 which is over two years ago. We always use aftermarket key fobs on all our used vehicles. We apologize that the customer feels that we are not providing him with a good key fob, but that is our final position.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2014 dodge journey around April 26th 2021. I have a power train plus warranty. After the purchase a few months ago by and I start having issues. 3 problems were fixed, which were battery issue backend differential and the alternator.. I've been having a problem with the a light coming up saying service park assist system. With this issue I could not start the car ,I would have to get a jump before it starts. I took the car in and they said they couldn't find any codes coming up with that issue . I've also told them that my screen turns off and on frequently for no reason . If I turn right the screen turns off and or the driver side window would go down if I'm turning. I've had the car in the shop st least more than 10 times for the same reason . Today which is February 17th, I took my car to Prossers automotive in Mansfield to get an inspection and to have it diagnosed. 2 hours later they called me and told me there's a bunch of electrical codes that comes up . Graham's keeps telling me that they can find any codes coming up . Well today was it I have the proof. This car has made me miss work multiple times and I cannot afford to keep it on going.

  

  Business response

  02/27/2023

  Mr. ****** has been to our dealer four times for various concerns. See below:
  

  09/20/2021 Miles: 134,026 
  Replaced rear differential for customer concern of noise in rear of vehicle. This repair was covered by his Powertrain Warranty. Battery was replaced as customer pay as batteries are not covered under Powertrain Warranty. 
  

  03/24/2022 Miles: 134,289 
  Replaced generator due to code for generator concern. This repair was also customer pay due to not being covered by Powertrain Warranty. 
  

  08/15/2022 Miles: 134,373 
  Code for battery low voltage, charged battery due to prolonged periods of not driving. Please see mileage. No charge to customer. 
  

  01/09/2023 Miles: 137,217 
  Code for thermostat, Not covered by Powertrain Warranty and customer declined repairs.
  

  We have only seen the vehicle for the above concerns, so after careful consideration, Graham Automall will not be providing any further assistance.
  
  

  Customer response

  02/27/2023

   I am rejecting this response because:
  
  I have not been there just four times. I've been there multiple times and everytime I tell the issue . Graham's says we're not seeing any codes and of if the problem happens again which it has multiple times that I have to take it to Dodge. I've even spoken to a few ppl I know that works at Graham's if I need witnesses. Also my job that I was currently working at. I've never been told about a generator being replaced either. Showing on the pictures I attached there's obviously something goin on with this car and it needs resolved it I want my refund for bad business. There's about of electrical things going on with it . After even showing my issue to grahams, it is the same response there's no codes showing. And not driving s car enough. I e never heard of that before. I worked 7bdays a week for the past 2 years. I also have proof of that . What other prrof do you need?. . In this report you will see the electrical issues that I've been having . There's been multiple times I've had to jump start my car for the code to go away.  The computer screen also turns on and off when it wants too. Seems like when I turn right or make a movement in my seat it happens . When the screen does turn off it shuts off the heat or anything that's on from that screen. 

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over a week had our car towed to get repaired. Towing company left in their possession of with key! Called several times to and no one would respond, until finally **** called back, and did say car was checked in, but n, they couldn't fix it for awhile due to being short staffed and others ahead of us.I have a letter from the **** company of a recall regarding transmission and risk factors. I called back and several times and they refused to call back and now I was told by insurance adjuster, they said, they DO Not have our key!!?? This is the ONLY key we have and the tow truck driver said he did take key in when he dropped off our vehicle! I asked **** or someone to contact our insurance company as I cannot even get a rental car unless someone in service calls in the claim to rental car would be provided while they fix the car. They will not help send this claim to our insurance after I gave them phone number and name of insurance company! They are responsible to pay for and get a key replacement immediately as they lost our only key! My husband is extremely in bad situation after stroke he and we must brave our only car repaired! I cannot af**** any more taxis and start working Friday and have no means of transportation as they refuse to find the key and get it in for repair!

  

  Business response

  12/30/2022

  Regarding ***** and ***************** complaint, the insurance adjustor came in and asked for ******* key instead of ******* and we didnt have a key for ****** so that was why we said that we didnt have the key. He had the wrong name. We called to let her know that we had the key.  However, ****************** did not want to pay to have her vehicle diagnosed. After her response and actions yesterday when she came in, we told her to leave and that we would not work on her vehicle.  

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  October I purchased a 2019 Ford Escape and purchase the highest warranty offered through the dealership. He vehicle only had 22,000 miles on it. Fast forward 9 months later , the entire engine needs replaced…. I call August 26th, 2022 to set up an appointment and the EARLIEST they can schedule me is October 5th. This is unacceptable alone. This gave me no other option but to use The Ford Dealership in ******** **. They replace the engine and send me on my way. There was issues with the vehicle after this and I took it to Graham for the scheduled appointment October 5th. When I arrive, **** at the desk tells me there may be a $140 diagnostic fee if my warranty doesn’t cover it. According to the dealership in ******* my warranty does indeed cover this and they took advantage of me by charging me the $140 diagnostic fee. Why would a manager at a participating dealership tell me that I was taken advantage of and shouldn’t have been charged the $140 diagnostic fee and that they really didn’t try to help me? I spoke to the “manager” named **** at Graham and explained the entire situation. He said bc **** told me there may be a fee that they were able to charge me the $140 diagnostic fee but if I went to ******* it would have been free. This is UNACCEPTABLE. Graham took my money when I bought the car and I pay for the warranty monthly for what? Them to send me somewhere else and not be able to service my car for 38 days? All of this stemmed from Graham not being able to service the vehicle within a timely manner and then passing the bucket avoiding any responsibility to make the situation right.

  

  Business response

  10/19/2022

  I wish we could have got Mr. ***** an earlier appointment, but we couldn’t.  When the customer brought the vehicle in, he stated there is a vibration at higher speeds, customer said he just had engine replaced by a Ford Dealership in *******. We quoted him a diagnostic fee and he agreed to it.

  
  Technician diagnosis was that both CV Axles are leaking and worn out probably due to the removal during the short block removal. Recommendation was to return to the dealer that installed the short block to have them fix the issue.
  Ford has already paid the ******* Dealership for the work so we would not be able to submit a claim to be covered under the powertrain warranty.
  

  For these reasons, we will not be reimbursing the customer.

   

  Customer response

  10/19/2022

  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

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband hit a deer in March 2022 we were told to use Grahams auto mall by our insurance. Our van only had cosmetic damage to the front passenger side. When we got our van back the back A.C unit no longer worked they didn't fix that, they destroyed our brakes by forgetting the emergency brake was and driving or moving and they also left broken pieces of the van inside of our engine compartment. They said we could bring the van back in but we would have to pay for them to look at it. Our van is our only transpartion we do not have money to pay them to check the problems they cause and we do not have the money to pay for another rental for how ever long they decide to keep the van. I want them to be help responsible for damaging our van

  

  Business response

  05/31/2022

  This is in response to the complaint from Ms. ************************* regarding her issues with her 2012 Dodge Grand Caravan that was repaired in our body shop.
  In regard to the customer paying for the diagnostic, the insurance companys standard procedure is that they require for the customer to authorize and pay for the diagnostic. If the issue was accident related, then insurance would pay for the diagnostic.
  In the interest of our customers satisfaction Grahams is willing to pick up the diagnostic but it would be strictly up to the insurance company on whether the repairs will be covered by them.
  The manager has left ************** a message to call him but he has not heard back from her.

  Customer response

  06/02/2022

   I am rejecting their response. They destroyed our breaks I have video and pictures of them leaving broken pieces in our engine compartment and they broke our back a/c unit. All that was fine before and after the accident.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a vehicle from Graham Automall Used Car Outlet on December 22, 2021. Purchased the vehicle for $7500 before financing. Have experienced issues, especially leaky tires since taking vehicle off of the lot. This customer has taken vehicle to the service department for tires and other issues including the battery, several times, only to experience the same issues over and over. I have repeatedly had to jump start the vehicle with a jump pack or roadside assistance after having two batteries installed in vehicle. I have also had to repeatedly call the dealership regarding additional issues with the car that have come up as well as take it to several shops in the area-including Graham's own service department, in order to try to get the tires repaired, to no avail. I was even open to replacing the tires out of my own pocket when several shops were like they couldn't even work on the car because they couldn't get the lug nuts off and/or would have to order a special part, and simply referred issue back to the dealership for repair Finally, vehicle presently has leaks in the transmission cooler lines, none of which were mentioned by Salesperson, ***** *****, who steered this customer away from a cheaper vehicle, to present and more expensive vehicle, by stating there was nothing wrong with the car I purchased. He had been more open about some of the issues with the cheaper car and/or the parts it needed. In addition to checking under the hood, trunk, etc..., this customer had specifically asked salesperson about what was wrong or needed fixing- with both vehicles -I had test drove and the one I/we ended up buying. Actually, had to jump start the car just about every day (Tuesday-Friday) for a week in order to get it running. Please see attached document for additional information regarding the past 90 days with vehicle.

  

  Business response

  04/08/2022

  To resolve Ms. ******** concerns, Rob ***** contacted her on April 5th, 2022, to ask her to bring the vehicle back in to the service department since she was having the same issue with the tires leaking and the battery, so we scheduled an appointment for April 6th, 2022, but Ms. ****** did not show up.
  This vehicle was sold “As Is” at our Used Car Outlet and the customer was fully aware she purchased a vehicle that had no warranty (I have attached the As Is – No Warranty Acknowledgement Form with her signature). However, in the interest of customer satisfaction we have tried to resolve the two issues she complained about from the time she purchased it the leaking tires and the battery issue.

  At Ms. ******** convenience, we will honor these two issues even though the vehicle was sold as is.
  

  Customer response

  04/11/2022

  Good morning,
  
  **** ***** ****** here.
  
  Thanks for your timely response to this matter.  Furthermore, I am
  emailing you this morning in regards to (complaint #********) as well
  as,  in response to,  the recent message regarding Graham Auto Mall's
  response to my complaint.
  
  Unfortunately, the salesperson, Mr. ***** *****, who steered me away
  from a less expensive automobile ( and the  actual one I had come into
  the dealership to look at)  for a "newer" and more expensive vehicle,
  said there wasn't anything wrong  with the car I purchased.
  
  And I will continue to repeat,  there  was   "supposedly"  nothing
  wrong  with the vehicle, according to him.  I will also repeat, that I
  had specifically asked him, if there was anything that  was wrong
  and/or what would need to be repaired on the vehicle I have (?). I
  asked him those questions about the car I have-as well as -the one
  that I had test driven prior to the one  ( i.e. the ********) I/we
  bought.
  
  Again, he outright claimed there wasn't anything wrong with said
  vehicle I bought.
  He actually said  for some extra money,  that I wouldn't have any
  problems with the Chrysler 200  I purchased and it was ready to go off
  of the lot. He indicated that it would be a better vehicle for me
  (given it was the same make and model of car), instead of the less
  expensive  vehicle, I had been looking at.
  
  Mr. *****  made these assertions,  after I had consistently  asked him
  questions about both vehicles,  in order to ascertain whether I wanted
  to buy either one. I was asking the questions because I was adamant
  about not having to make a car payment and car repairs at the same
  time, which is a predatory practice, that some buy/here pay lots or
  auto outlets  allegedly use to sell customers sub-par vehicles and
  ruin their credit in additional to creating additional barriers in or
  for reliable transportation for said customers. I believe these type
  of  practices have come under scrunity  before.
  
  I honestly feel like the salesperson  allegedly mislead me about the
  vehicle  (i.e. what was and wasn't wrong with it, which he said there
  was nothing wrong with it and was ready to go off the lot), in order
  to make a sale and/or bonus before Christmas.
  
  Also, salesperson  wasn't or had no intention of offering any type of
  extended warranty for me to purchase to begin with, as he said there
  wasn't one available, even  when asked about it, so even if the car is
  a wreck,  and  a customer wittingly or  unwittingly purchases it, they
  are still stuck with a car without a warranty or an extended warranty
  and/or  any recourse, unless he or she takes legal action and can
  possibly get protection under the Lemon Law  (newer  vehicles) or
  something similar in **** for used vehicles. Why is that?
  
  There is no other option than to take it  "As Is",because the
  dealership doesn't provide any other options. However, doesn't the
  onus also fall on the salesperson and/or dealership to be completely
  honest with the customer about what they're about to buy? And, if not,
  completely honest( which I believe is actually required by law),  I
  would have respected Mr. *****  saying,  you are going to need to put
  another $100, $500, $1000 in this car or make some minor repairs,
  minor-Not Major,  but the choice is yours before you take it off the
  lot, rather than  saying there isn't anything wrong it.  Or it's clean
  or ready to go off the lot.
  
  What? Ready to go off  the lot and break down and leave one stuck with
  a $9,000 unreliable vehicle? How are those acceptable business
  practices?
  
  Plus, all of the so-called attempts to fix the vehicle have led to
  nothing more than a wild goose chase, for this particular customer,
  as the problems aren't remedied (or least haven't been) through there
  service department.
  
   Likewise, this customer has gone to several other mechanics in town,
  who not only find the same problems outlined in customer's complaint,
  but more. I have documents from ********, which state as much. I can
  copy and forward all of the documents I have since the leaky tire
  situation began.
  
  Furthermore, I've been consistently told by Graham's Service
  Department, that there is either nothing wrong with the vehicle or
  that it has been fixed. However, I had to jump start the vehicle as
  recently as this past Friday, as well as put air in the tires-Again,
  last week. Plus, the engine light is on. But there is "supposedly"
  nothing wrong with it when it was shaking last week and the engine
  light is on?
  
  So has the dealership really tried to remedy my issues in good faith
  or simply given me the run around? Especially, if I am having the same
  problems with the car and more?
  
  Finally, in regards to the appointment that was made for me on April
  6?  I didn't receive a call from the dealership that showed up on my
  caller ID regarding an appointment. I have Caller ID, that lets me
  know who is calling in and I can either accept or decline the call, so
  , I don't know what number Mr. *****  called from,  when he made said
  appointment, or what was going on-on that particular day.
  
  However, I only found out about the missing appointment after I  just
  happened to be  listening  to my voice mails, after which,  I called
  and explained that to Mr. ***** ( as I wouldn't have knowingly missed
  an appointment to have the vehicle fixed, if they were actually going
  to fix it).
  
  Additionally, we  have set up another appointment for Wednesday April
  14th at 10: 00 a.m.
  
  Prior to the appointment being set up,  I was also asked, over the
  phone, if I wanted to trade the vehicle, but was also told by Mr.
  ***** that we hadn't built up a lot of equity in the vehicle and there
  weren't a lot of cars available, etc. It was a lot about why a  trade
  probably wasn't the best route right now. However, I  should have
  simply taken  more notes for documentation purposes.
  
  But, is that offer still on the table?What happen to possibly getting
  me into another vehicle? Mr. ***** also offered to take off the Gap
  insurance. Which,  I agree with.
  
  What about discounting that vehicle to the price of the vehicle Mr.
  ***** steered me away from ? As far as I am concerned my car should
  have been in clunker jungle as well.
  
  While Mr. ***** has tried to help facilitate some of the repairs,
  which I do appreciate.  I  also  feel like I have been giving the run
  around and am exhausted with dealing with this dealership.
  
  I have detailed records/documents  or people, who can verify  the
  multiple  times I have  had to put air in the tires, jump start it or
  call road side assistance to have it jump started.
  
  Also, Mr. ***** could have simply been honest. He  claimed that the
  one vehicle, that I had looked  at and didn't buy,  needed a part for
  approximately $150. He could have also pointed out  all of the flaws
  with my vehicle, when I asked him about it, instead of  allegedly
  misleading me, it would have been my choice to take or pass on either
  vehicles.
  
  Minor repairs, I understand, but constantly have to run to a
  dealership or other mechanics, in a small town, that doesn't have a
  lot of the mechanics or  credible shops,  that can be  more easily
  found in larger cities, in order  to try find someone, who can work on
  my car.  And/or  consistently trying to  remedy something I've been
  told has or is being taken care of, is, not only, disheartening and
  exhausting, it comes off as a show of lack of good faith and/or any
  true interest in resolving a  situation.
  
  I am willing to work with Mr. ***** one more time. However, if we
  can't resolve this matter, in a timely manner,  I am willing to take
  the next step and contact an attorney because I am doing my best to
  work with Mr. ***** and show some good faith in this dealership.
  However, I've been let down several times and am still having issues
  with a car, I am not sure will start from day to day without the
  assistance of a jump pack.  It's starting to feel like the movie
  "****** *** ***" or some type of **** ** or same stuff, different day.
  
  To be fair, Mr. ***** has been  fairly gracious in this matter  and
  has  responded to my phone calls  in a reasonable manner, a great deal
  of the time.   I would not recommend Mr. ***** as an effective or
  particularly fair and transparent,  salesperson, in fact, I regret
  that the ***** lady, who set me up with an appointment with him, did
  so. This has been -almost-almost- one of the worst experiences I have
  had with purchase and owning a  vehicle.

  Customer response

  04/11/2022

  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.

  Customer response

  04/11/2022

  [BBB Transcription via email.]

  Ms. ******,
  
  I just wanted to add that I have recently gone into the portal today
  and read all of  the updates regarding my complaint  and I  appreciate
  all of the timely responses from all parties involved.  I would also
  like to add that (and as I have stated in my initial letter and
  complaint), it isn't just the battery and the leaky tires that need to
  fixed.
  
  In addition to the leaks and the issues with the battery, I  have
  transmission lines that are leaking, a ball joint that needs to be
  fixed as well as the Engine Light has recently started coming on and
  staying on and then going off and coming on again. I have recently had
  to jump start the vehicle as well as inflate the tires. This is an
  ongoing issue (that has been happening, more often than not, since I
  bought said vehicle).
  
  Plus, depending on the speed at which I am driving the vehicle will
  shake.  There was a talk of a trade and then I didn't hear about that
  option anymore. However, my point is, there is more going on with that
  car than leaky tires and a battery, whether it is traded or not.
  
  Furthermore, I would like to re-address that,  I am still not sure
  what happened with the  particulars regarding the appointment that was
  supposedly set up for me. By that, I mean, if the call simply from Mr.
  *****:
  
  a) didn't ring in b)  or my sound was muted  c) or if  it came from an
  unknown number  d) or one I am not familiar with because I would have
  definitely picked-up because I was expecting a call from the
  dealership and want this issue resolved because it is becoming
  egregious, at this point. And I have been very patient with everyone
  involved.
  
   But, I feel like that I was painted as a no show on purpose (and of
  course, I could be wrong and don't want to jump to conclusions or
  paint the dealership in a bad light).
  
  I say that because of all of  the run-around,  that I have been given,
  I feel like I am being painted as a "no show," so that this dealership
  has a reason to not act in good faith to fix my car.  Or as a way to
  not trade it or even resolve this matter.
  
   Or  it is an way out for them to say:  I simply didn't show up for my
  appointment, for no reason, which is not true,  especially, when I
  wasn't aware  that an appointment  had been made for me, until,  I
  just  so happened to be listening to the messages on   my voice mail.
  Otherwise, I wouldn't  have  known that an appointment  had been made
  and/or that I had missed it. And I immediately called Mr. ***** after
  I listened to all of  my messages.
  
  And yes, per the dealership, in one of their responses, that  they
  have  "tried" to resolve the issues with my tires( that are still
  leaking)  and battery that has had to be replaced two times and the
  car still requires jump start, but does it sound like they have truly
  "tried" to repair or even truly  worked on the vehicle,  when the
  issues persists? Why do they persist?From a customer stand point, that
   doesn't make sense.
  
  Finally, given all of the service shops ( with mechanics they have on
  staff and all of the different vehicles ( new and used), they  work
  on, they can't find or fix the issues on mine? And I have visited
  their service shops (more than one shop) and  more than once in the
  past 90 days.  That doesn't sound logical, reasonable or rational to
  me. Again, from a customer point of view, it doesn't make sense.
  
  The question then becomes, why won't they/can't they repair the
  vehicle in a reasonable manner, especially when they have all of the
  tools(no pun intended) ? Because, in my opinion, a good faith action
  or actions, not only  require proper  follow through, but actually
  making a thing,  that is supposed to be set right, right, in word and
  deed.
  
  Thank you and have a wonderful day!

  Customer response

  04/13/2022

  [BBB transcription via phone]

  They have not actually fixed the issue with the tires and the battery.  There is a list of problems with the car and they want to charge me $170 a pop. I think they should have given me a heads up about the additional charges before I came in. I want the tires and battery fixed. 

  

  Business response

  04/22/2022

  I spoke with *** ****** on the phone, and she said that the battery is doing fine, but the low-pressure light was coming on, so I asked her to bring it back in which she did. We soaked and sanded each rim and sealed them. There was such a small leak that it was difficult to detect. We had to put pressure on the tires to find them. Our Service Manager gave *** ****** his cell number and told her to please contact him if there were any more issues. 

• Initial Complaint

  03/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 18 year old son purchased a 2016 Hyundai elaborate gt from this businesses used lot on 9/10/2021. The car was said to have an oil change right before purchase. On 10/22/2021, day 42 of owning this car, the engine failed. The oil on the stick was jet black. The car had to be returned to purchase dealership for repair per the extended warranty. This service department has now had this car for 5 months and it is still not repaired. Each call to them results in a promise of next week and a return call weekly with updates. None of these ever happened. A meeting with the General manager resulted in a promise of 1 week for completion and 5 days with a rental caras well as staying an employee was terminated related to this. However. We are now over 30 days from this meeting and still no resolution. In addition to this they initially said it would cost over $4500 more than the $5000 limit on the warranty. Funny part is that the car was sold to him at $10995.00. This business has lied and misled us on so many days I cannot keep track any longer. At this time they are still maxing his benefit and stating he will still need to pay about $600-1200 additional for the repairs. This dealership is bad news and buyers beware.

  

  Business response

  03/24/2022

  There were a lot of variables that caused the delay in getting the vehicle repaired. We apologized to the customer especially for not giving her timely updates. The vehicle was completed last Friday, March 18th. Customer’s son picked it up. We made sure that the vehicle was cleaned and installed a new battery. There was a plastic shield (splash guard) under the bumper that was missing so we have ordered it and will contact the customer when it comes in.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4 years straight the alternator on the vehicle has gone out and I've had to pay the dealer to fix it. This is ridiculous this keeps happening. They are lying sharks and beyond incompetent. I will be pursing legal action. This doesn't even start with normal wear and tear. I called and ******************* was the most unprofessional personal I've ever had the misfortune of speaking with. I've spent more than $7,000 in repairs in 4 years on this vehicle. This is not normal. Requesting they fix what they did not and I've already paid for is not asking a lot! I want a call back from whomever is over *** and the manger there! This needs resolved!

  

  Business response

  01/05/2022

  We replaced the alternator under warranty at no cost to the customer and informed them of the battery being weak. They elected to handle the battery replacement themselves.  We feel that the matter has been resolved and the customers request has been met.

*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. ↩