ComplaintsforColumbia Hyundai- Genesis-Acura

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a letter from Hyundai stating that there are three recalls on my car. I have been trying to get an appointment here for months now, without any luck. I keep getting the same “we have too many cars in our parking lot with your issue, not our problem” response from every team member I’ve encountered. My car now has leaking brake lines. I have spent hundreds of dollars on mechanics who repeatedly told me to take my car to Hyundai to get the issue resolved. But Hyundai refuses to fix my car, or give me a loaner while this is happening. I use my car every day, as I am a child care provider and I drive children in my car. Hyundai representatives told me that my car is at risk of catching on fire, and no further help. This is wrong on so many levels, my car is only a decade old and should not be experiencing the issues that it is. Hyundai needs to be held responsible and they need to fix my car.

  Business response

  03/26/2024

  THERE IS NO VEHICLE IN OUR DATA BASE UNDER THAT NAME

  COMPLETE VIN, YEAR MAKE AND MODEL WITH CURRENT

  MILEAGE, CAN NOT RESEARCH ANYTHING WITHOUT THIS 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been unable to get any resolution adms to what's going on with my car that has been at the dealership since 1/8. In addition I was promised a loaner in two days from when I dropped off the car and still don't have one. I sent a message to the service manager requesting a call in which he ignored in addition to emailing the director on 1/29 with no response. I have also been in contact with Genesis customer care who hasn't resolved a thing. I was told that the smart junction box is what needed to be fixed only to find out on 1/29 that it's not the real problem after it's already been replaced. The dealership didn't communicate that to me and when I called I couldn't get a returned call. If I wouldn't have went up to the dealership I wouldn't even know what's going on. Today is now 1/31 and still no one has reached out. I would like my car ro ne fixed correctly and in the meantime I would like the Genesis loaner that I was promised.

  Business response

  02/05/2024

        The smart junction box diagnosed with communication error, we ordered and replaced same

  lack of haptic event still an issue, tech line contacted and told them to order and replace the

  steering column motor, part is here to be installed tomorrow. The Genesis service trental cars 

  were booked out so they put the customer in a **** ****** rental car, to be returned when their

  car is finished

  Customer response

  02/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came in with a couple of issues to be fixed on my car. I was given a rough estimate of the diagnostic costs before and what would be covered by warranty when dropping it off. The major issue to be addressed were my door latches on both of my driver side doors not opening. The person I spoke to when dropping off said that this would be covered by an extended warranty due to this being an issue common for my car. I made it clear on the phone that I was skeptical to pay for all of these services at once and denied several of them. The Advisor (Cheyenne) suggested I get the 60k mile package and that it covered fairly simple services such as an oil change, tire rotation, filter replacements. He did not tell me the cost nor how much extra labor this package would take to complete, brushed it off as something small to add on which is the only reason I consented. In addition to this $600 I was tricked into getting, I was charged $183 for the parts and labor for my door latch issue (** * *******) and found online is actually covered by an extended warranty. They did not fix any of the door latches nor call me or explain to me when picking up that this could not be completed. So I essentially paid $183 for nothing to be done. I planned to pay $600-700 total for the services I agreed to. When picking up the car, I was shocked to see the bill at $1,113 and came home to my doors still not working. The door latches should have been replaced for free under the warranty extension for my car, so even if this was completed, I should have not paid for this myself. I emailed the director of service (***********************) to address this issue and ask for my $183 back. Instead I was contacted by someone else who told me that the $183 went towards replacing the door handle. He said the latches were covered under the warranty but not the door handle, even though the only reason the handle broke was because I tried to open the door with a broken door latch.

  Business response

  02/05/2024

         **** ******** in for service on 11/16/2023 and did indeed pay for the 60,000 mile service as well as a transmission service

  the drivers door latch and handle needed to be ordered, the latch is covvered under the extension of warranty and the door

  handle that was broken is not part of the warranty extension, she already paid the labor for the handle and trim bezel, she will 

  only owe for the door handle itself, those parts are here, call for Cheyenne in service and he will arrange to have them installed

  also he needs to be sure of the paint color for the handle.

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my vehicle a **** ******* *** into Columbia Hyundai on 10/13/23 for an issue with the rear differential, headlight replacement since it was holding moisture and they turned my rotors under warranty since they were warped. Picked my vehicle up 12/02/23 since I was told it was done 11/28/23 and I work full time so the first available date I was able to pick it up was 12/02/23. I picked my vehicle up and while waiting for the vehicle to be pulled up, I noticed they put non limited slip fluid in my rear end that is limited slip and refused to fix it. The service manager laughed and said because it’s the same viscosity it’s not a big deal and refused to fix it. Told me to get the “hell out of his service drive”. I will provide screenshots of the correct part numbers showing the rear end installed was a limited slip and the fluid they used was for non limited slip. I will also provide a previous repair order from a different dealership that used the correct limited slip fluid when replacing the rear differential previously. Also, regarding the headlight, they had to remove the whole front bumper cover to install the new headlight and now the bumper cover is misaligned there is paint damages and paint chipped in several spots. Also provided is a video of a clunk from the front end after picking the vehicle up from when they turned the rotors. Sounds like something is loose and knocking in the front suspension. I am unable to upload a video through this form but will provide it. I am demanding these issues to be remedied otherwise I will be required to take further action. Also, I have already started a case with ******* corporate and waiting for a case manager.

  Business response

  12/06/2023

          I contacted ****** ******* and reviewed his concerns and arranged to get his car back in

  to repair the paint on his bumper, we discussed the differential fluid issue and told him that 

  we used the required fluid from ******* for his LSD differential and he told us that he was going 

  to have someone else put what he has researched to install for him, he also mentioned a clunking 

  noise in the front end and he agreed to take Lindsey on a test drive to show us the noise that

  needs addressed

   

  Customer response

  12/06/2023

  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. 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Columbia Acura to get a wheel alignment on my **** *** on 08/28 and it wasn't done correctly and my *** was driving dangerously while I had my kid in the car & I was on the highway to drive my kid to daycare. I went back on 8/30 with emotional distress because me and my kid couldve been in a accident. So the manager Alex test drove my *** while I was the passenger and felt that it was in need of a second look. He had a tech to redo the alignment, once car was finished Alex explained that it couldn't be done right because the casters. Stated that only it could be done right if I wrecked my car. That doesn't sound right or make any sense. So I took my *** to local automotive shop on 9/02 and they did my alignment right. I didn't receive a refund for the money I spent which was 145.09. I looking to take legal action due to bad business practices, emotional distress and false advertising. I feel disrespected, I feel defeated and I feel emotional stress. This very unacceptable and now that this happen my *** may need additional TLC such as my tires, my power steering and brakes etc. My glove department was unlocked (my glove department been locked since I purchased the car) as well, and my muffler has rust and didn't have it before. I need to see videos of my *** being worked on to see if they intentionally caused any other damage to my ***. My car only has 38k on dash .

  Business response

  09/13/2023

          CUSTOMER WAS REIMBURSED AND WILL NOT COME BACK!!

  Customer response

  09/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  included below. I was told by the GM Jacob that if I come back up there the police will be called and also Jacob mentioned that I burnt a bridge for leaving a honest review (I don't even know the guy, seems to be in his personal feelings) about the service I received but I later erased the review, only why I wrote the review was because I'm frustrated because I could've been in a accident kill myself, someone else and total my car. I was told by Alex service manager that my alignment couldn't be fully done correctly because of the caster , But I took my car to a local repair shop and the job was done correctly. Also I felt like my car was having issues this morning and I reached out to another Acura dealership and was told I was red flag because of a review I left with Columbia Acura. It's like these Acura dealerships are kahoots against me, when all I did was left honest reviews about the service I received from both dealerships. This is very unethical. I own a Acura so I'm a customer forever. If the dealership would put their best foot forward and be honest & upfront I wouldn't be going through this propaganda on trying to pled my concerns
  Regards,
  
  ******* ****
  

  Customer response

  09/14/2023

  I don't gain anything from this situation but stress. Columbia Acura is very unethical, dishonest and use bad business practices in the situation with me. These are my feelings!

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i brought my **** ******* ***** ** into columbia hyundai in january to get a safety recall completed in which they would have replaced the engine, i called them yesterday to check on it(they had told me there was a 6 month time frame on parts) and they proceeded to tell me that the vehicle had never been there before and was never checked in. this morning i drive over and find the car right behind the building with a service tag hanging from the mirror so i go to the service advisors tell them about it and they immediately say yes we know all about it the ticket was voided in may and we arent interested in fixing your vehicle you need to remove it from our lot. the recall that needed to be performed was due to a bad design on the crankshaft that didnt allow proper oil flow and would seize the motor, throw a rod through the block and shoot oil all over the exhaust causing the vehicle to catch fire. so i called a tow truck told them to pick it up and take it to another hyundai dealer so that it could get fixed, while he was there attempting to load the vehicle the exact description from the recall happened and the car engulfed in flames in the parking lot, fire department was called out to put the fire out. Columbia hyundai refuse to give me any proof that my vehicle was there and are unwilling to accept responsibility for what happened. now im completely out of a car.

  Business response

  08/04/2023

         ***** ***** BROUGHT 2 VEHICLES  IN AT  THE SAME TIME, HE BROUGHT THE REQUESTED REGISTRATION TO THE ****** HE BROUGHT IN OF WHICH WAS REPAIRED UNDER THE RECALL, NEVER RECIEVED THE REGISTRATION FOR THE ***** **, NO WORK WAS PERFORMED, HE SENT A TOW TRUCK TO PICK IT UP AND WHEN THE DRIVER WAS LOADING THE VEHICLE ON THE TRUCK, THE ENGINE BLEW AND SCATTERED OIL ALL OVER THE RPLL BACK ALONG WITH ENGINE DEBRIS, THE OIL CAUGHT FIRE, THE DRIVER ROLLED IT OFF OF HIS TRUCK AND  COLUMBIAS SERVICE PERSONELL RAN AND GOT FIRE EXTINGUISHERS AND EMPTIED 2 OF THEM BEFORE THE FIRE DEPT SHOWED UP, ONCE THE FIRE WAS EXTENGUISHED THE DRIVER  LOADED IT ON THE TRUCK AND TOOK IT, THAT VEHICLE FIRE DAMAGED THE PARKING LOT WITH WHICH HIS INSURANCE NEEDS TO BE NOTIFIED

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I purchased my **** ******, they stated my oil changes were every 6000 miles, and changed my oil at 6,000, 12,000, 18,000, 24,000 miles now they are stating the manufacturers recommendation is every 8,000 and refuse to honor their earlier promise of 6,000 miles. this is clearly a bait and switch and their earlier changes at 6,000 mile intervals prove my point of their promise. They have estopped themselves from now claiming 8,000 miles due to the previous actions. essentially i would have gotten six oil changes under the 3/36 maintenance agreement to now only qualifying for five with the new interval of oil changes. I've spoken with Cylde representative for Hyundia disputes (initial conversation was on 5/2/23), his extension is ***** my case number is *********. I've called multiple times, he said it would take 48-72 hours for a response from Columbia Hyundia but it's been over two weeks now since I filed a complaint with no response, and now every time I call for an update it goes to voicemail and NO return call! my car needs its oil changed now and the sixth oil changed covered. They are now just avoiding my call. accept my claim, or reject my claim but don't just not respond. They have my service records to confirm my claim!!

  Customer response

  05/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  I ask one stipulation to conclude this matter, that the final oil change take place 6000 miles since my last oil change which occurred on Friday 5/19. Thanks 
  

  
  

  
  
  Regards,
  
  ***** ****
  

  Business response

  05/31/2023

         Yes, not an issue, 6,000 miles is fine, Columbia is paying for it anyway, just bring a copy of this

  response and give it to the advisor.

  Customer response

  06/02/2023

  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. 
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/29 A call was made to this dealership, to see if they had availability and the capability to "drop my engine." Being that it was already taken apart, we were told it'd be 2 weeks to 1 month, to get the job done. I had the vehicle towed by *** from one hyundai dealership to this one. After being told we were 33rd in line 12/14, 10th on 1/5, 16th on 1/17 11th on ?? After having complained to management they finally start the job on 1/20.First, an exhaust manifold is missing, then the starter needs replaced, after that they said the battery was missing. This is all 2 months after the job was to be started. The other company that tore my engine apart, doesn't know anything about parts missing and during their "diagnostics" on 11/29 Columbia Hyundai didn't notice that these parts were missing. Out of pocket we paid for the exhaust manifold, they have charged 323/393(price keeps changing)for the starter and about 250 for the battery. On 2/8 I was told by Zach my total was 7700, yesterday Jason says my total is 8600. The cause of this is somehow my fault, because Jason would have never done it if he knew the engine was broken down by someone else(there were pieces in the trunk and the hood didn't close). It is also the fault of 2 young ladies who no longer work there, how convenient. Jason, who is the "manager" will not take accountability for any of this. They want payment, which renascents extended warranty is willing to pay, but Columbia Hyundai wants to know if it's a legit company. It doesn't matter if they are paying the bill!

  Business response

  02/14/2023

         In response to this customers complaint, the job is completed and the customer is aware of the cost that *** ****** approved

  to make repairs to the vehicle. Unfortunate circumstance is that their vehicle was at another dealership and was torn down there

  then towed to this store. We  did the best we could with what we were brought and was also unable to contact the customers 

  extended warranty after numerous attempts.

  Customer response

  02/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  The unfortunate circumstances occurred due to the negligence on the dealerships part. Contact was not made to the extended warranty in a timely fashion. They had the car on 11/29 and only contacted the extended warranty company last week. Everything done has been after the fact. I will not be satisfied until I have my vehicle back. 
  Regards,
  ***** *****
  

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My hyundai ******** was towed there on April 15th for engine noise. IThey didnt even look at it until May 9th. It required a new engine. It is under recall. The engine came in 2.5 weeks ago and the work is still not completed. I have been in contact with them everother day. I keep getting put off.

  Business response

  09/21/2022

         The service dept. has an extreme backlog of engine repairs, we do the best we can according to 

  all parts availability and dispatch jobs accordingly, that vehicle should be completed by end of week!

  Customer response

  09/21/2022

  Better Business Bureau:
  I understand they are busy. I have had excuses told to me after being told that my vehicle work had been started. I drove 1 hour and 23 min this morning to Columbia hyundai to check on the progress. The work has not even been started. I hope they keep their word and finish my vehicle as promised.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ********
  

• Initial Complaint

  09/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There is a known issue with the engine in my wife’s Hyundai ***** **. Hyundai has acknowledged this issue and John M******** (GM) at this dealership told me they have several cars in their shop with the issue. Hyundai Corporate said they would cover the replacement of the engine once the dealer does testing to validate. They validated that it is burning oil too quickly but say I have to pay them $495 to do the first step. I don’t understand how they can acknowledge an issue and expect the customer to pay $495 towards fixing it. I aim just looking for them to do the engine replacement as they have for other customers and not be charged for it. Please let me know if you can help.

  Business response

  09/08/2022

       History review shows on 6/22/2021 @90,059 miles no mention of oil consumption, on 12/20/2021 @98,973 miles was written up to start oil consumption

  procedure, on 2/07/2022 @ 99,882 miles was in to verify 1,000 mile consumption inspection and oil level showed full at that time which showed no signs of

  oil consumption, vehicle came back in on 4/14/2022 for inspection and per the bulletin that Hyundai put out that the top end cleaning procedure should be done

  if there is a verified oil consumption issue that is a maintenance item to clean piston rings from carbon that may be causing the condition which would be a 

  customer pay item and customer declined the service at that time.

  Customer response

  09/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Hyundai acknowledges the issue is a problem with their design and the General Manager at Columbia Hyundai said they had 20+ cars in the shop with the issue at the time I spoke to him.  Why should the customer have to pay anything, let alone $500, to troubleshoot a known issue they have with their vehicles?  I work for a large software company and if our product has issues we fix it.  Especially if it has to do with the design of our product.  I see this as a way for them to pass along the cost to the customer and it is absolutely unacceptable.  

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

  Business response

  09/09/2022

      First to address the GM commenting on 20 cars out back with the same problem is incorrect, related issues to those vehicles are

  for rod bearing failure not oil consumption, Columbia has followed HMAs guide lines for your vehicle, other than that you will need 

  to take it up with HMA.

  Customer response

  09/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  This does not resolve my issue and I do not accept this answer. I see Hyundai as one company or organization so I should not have to resolve their internal problems. Please let me know what you think we should do as far as next steps go.

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

  Business response

  09/19/2022

          We have followed procedures per Hyundai, there is nothing further that can be done at the dealer level.

*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. ↩