Complaints

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Business entity did not take $4000 clean vehicle tax credit off sticker price of car and asked for a $4000 deposit "that would be received back as soon as federal tax credit was received". Those tax credits (according to the federal government) arrive in 7-10 business days. I call 3x a week and am told "they haven't received the tax credit yet".I do not have faith that they will return my $4000 as promised and believe they already have the credit in hand.

  Business response

  10/16/2024

  We check daily the *** website for your credit. It is still pending. As soon as it is paid, we will be happy to refund you $4,000.00.  All documents that the *** has asked us for have been uploaded per the program rules.  Also, all paperwork and documentation was submitted in an expedited fashion on 9/20/2024 @11:31PM.  I have personally emailed the *** several times to check up on this.  

  Attached is an image from the *** website as of 10/16/2024 at 7:01PM MST.
  

  Also attached is an email thread showing the repeated attempts to contact the *** for an update on this matter.

  ***** *****, General Manager.

  Customer response

  10/22/2024

   
  Complaint: 22430547
  
  I am rejecting this response because:

  The documentation I have provided clearly states "an equivalent reduction in the purchase price of the vehicle". I was not given this equivalent reduction at time of sale, and was pushed into purchasing a vehicle at a higher price than what I was originally quoted.

  Please provide refund as requested so we can move on from this sale.
  
  Sincerely,
  
  ***** ******

  Business response

  10/24/2024

  The disclosure on the final paperwork says that we will refund the $4,000 once the *** pays out the money.  They need time to review your past filings and approve the claim and make sure you are not subject to back up withholding, liens, unfiled tax years, etc,  and other matters - this is why we disclosed this to you this way because we are not your CPA, we are the ones trying to help you get federal monies to make the cost of the car as low as possible.  We already worked with you on the $4,000 money available from the State of ******** and we are just waiting on the IRS.  We have done several of these claims and they do not normally take this long.  We are NOT responsible for it taking this long, that is the way the federal government works.  We apologize for this unforseen inconvenience.

   

   

  Customer response

  10/29/2024

   
  Complaint: 22430547
  
  I am rejecting this response because:
  

  I will consider this matter resolved once the money has been received, as agreed upon. 

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to the ****************** 3 times since the beginning of this wk. (Mon. night of 10/7, left a VM for ******; Wed. afternoon of 10/9 Left a VM for ****** and then another finance department male staff member separately). I also emailed *******, the salesperson I dealt with, on Mon. night of 10/7. I have yet to hear back from any of them at all. Here are the relevant details:Date of purchase: 9/27/24 The loan I took out for my purchase was supposed to be $5,590. However, when I received the loan summary from the ************ I was financing through in the mail on 10/7, it stated that it was $7,179.00. I was charged for fees I DID NOT agree to and had specifically indicated to ******* I DID NOT want IN WRITING.I initiated contact to resolve this dispute within the 10-day grace ****** stated in the documentation included. The 10-day grace ****** ended on Mon., 10/7 to my understanding.The business deceived me and did not adhere to the agreed-on amount I would be financing. They have not worked with me at all to resolve this matter.Furthermore, when I purchased the vehicle, a piece of the left passenger sides door handle broke off immediately upon trying to open it. I had went to get it looked at the next day after the vehicle purchase on Sat., 9/28; the salesperson who saw the issue stated that superglue was the remedy and suggested I go to ******* to do perform the repair myself. However, a few days laterbefore fixing itthe entire door handle came apart, and now is barely functional. I would have let this go if I felt like I hadnt been taken advantage of in as aforementioned. See the pictures included.The remedies I am seeking are a refund of the $1,589.00, plus a months interest. (~$1,600). As an additional courtesy, I am requesting that **** **** cover the cost of the door handle replacement/repair at a Hyundai dealer in my area (********, **).

  Business response

  10/29/2024

  We have reached out to Mr. ****** and worked out the differences between both parties.

  We first of all offered a courtesy discount of $1,300 for the matter with the door handle. This please Mr. ****** and we were happy to accommodate him on this.

  As for the 3 extra coverages, these have all been cancelled per Mr. ******* request.  The dealership would like to note that the progression of paperwork and disclosures on Mr. ******* deal, which is common to our sales processes for all clients.

   

  1 Mr. ****** did agree to a sales quote with his salesperson for the pricing of the car and trade in.  This sales quote showed price, trade-in, taxes, fee and total amount, plus an estimate financing quote for the loan.

  2 Mr. ****** did sign with a Finance & Insurance Manager (not offered by a sales associate) for upgraded coverages which were $379 for pre-paid factory maintenance, ************************ and Secure Wheel and Tire Coverage.  These 3 items were all disclosed properly, per law, on the PURCHASE AGREEMENT, the FINAL ACCEPTANCE SUMMARY, the RETAIL INSTALLMENT CONTRACT, plus there were 3 individual forms, one for each policy that were also signed, directing us to bind and place these coverages for the customer.  These are all items that we allow a customer to cancel, which we have done for Mr. ************* The dealership did in fact offer, disclose, and complete all paperwork necessary to these coverages for the Customer.  We are happy to cancel them since Mr. ****** decided he did not wish to have them as part of his purchase.

   

  We are please to have Mr. ******* business and thank him for the opportunity to re-review the details of his purchase and make the necessary changes to make him happy.

   

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2017 ******* We also purchased a warranty for mechanical issues. We were told that with this warranty we could take it to any mechanic we wanted. Now we find out that if we are within 50 miles we have to take it back there. It's very inconvenience to take it back to the dealer. We verified 4 times that we could take it to any mechanic we chose. We were ripped off 2900 dollars. I want a full refund for being lied to.

  Business response

  09/12/2024

  We are more than happy to release your ****** to have work done at any location you would like.  ************************* our General Sales Manager will be contacting you to let you know of this.  It is not a lie we simply release it to the mechanic shop of your choice.  Furthermore, you can have the contract cancelled if you like for a refund per the contract and **** will discuss this with you as well.  

   

  Thank you for your business.  We hope you find this outcome satisfactory to you.

   

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

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 19 2024 my car went in to the dealership and they preformed recall work on the knock system. At the end of May my car went into limp mode again because of the knock system. They replaced the faulty knock system with a $342 charge (after the warranty) and 10 days without a car. In mid July the car went into limp mode again and Carmax identified it as the knock system and the car was returned to the dealership. Dealership decided it was the oil filter even though I had an oil change less than 500 miles ago. I spent $89 on an oil change and was without a car 3 days. At the end of July it went into limp mode again. This time the dealership picked up the car again and decided it was the fuel injectors. Another week without a car and a $300 fee after warrants coverage from Carmax. Then after it would not accelerate again, I ask them to pick it up. The last time after they picked it up that said it worked perfectly. Then I had them deliver it to CarMax. The car made it to CarMax but never the keys. ****** did an amazing taking care of the situation, but Hyundai kept giving me the run around all summer. I also contacted the Hyundai Care corporate line and they suggested I turn this into the BBB, because there is nothing they can do. I still never received the keys to this car. I also paid for rentals, diagnostic fees and tows, to approximately $500 additional dollars. This doesnt even account for the time and energy being without a car for a majority of the summer.

  Business response

  08/23/2024

  In response to the complaint regarding the 2019 Hyundai Tucson SE. The vehicle was first looked at and received a software update for the knock sensor and returned to the customer. Unfortunately that did not fix the problem. and required replacement of the knock sensor and that was completed and vehicle  returned to customer in May. At the end of July the vehicle was brought back in to the store in limp mode and it was determined that the fuel injectors needed to be  replaced. (which is a completely different problem) The customer then  called and  complained of lack of power and requested that we pick the vehicle up and inspect it. Upon inspection it was determined that their was only 39 miles of range in the fuel tank. After adding fuel to the vehicle and driving the vehicle the vehicle was performing as it should customer requested us to deliver vehicle to CarMax and my service manager delivered the vehicle to CarMax leaving the keys with the reception desk. The customer purchased a used vehicle from CarMax with ****** plus miles on it the service manager from CarMax stated he would be paying for the deductible and providing a loaner vehicle to their customer to drive while vehicle being repaired. It is our position that we fixed both concerns that the customer presented to us in a timely manner and do not feel we are responsible for anything regarding reimbursement. The customer purchased a vehicle from CarMax not Chapel hills Hyundai.  Unfortunately the vehicle has  required some repairs and the customer did see the value in purchasing a extended warranty from car max that has covered all repairs less deductible.

  .

   

   

   

  Customer response

  08/26/2024

   
  Complaint: 22166762
  
  I am rejecting this response because: the company failed to take responsibility in their actions and provide financial compensation. The car went in 4 separate times each reading a knock sensor code by both Hyundai and another service center (Carmax or ******************** The fifth time the car went in for service for failing to accelerate was the only time it didn't have that code.  I can provide documentation on all occasion this car was at the Hyundai dealership as well as Carmax and Christian *************** I purchased this car with less than 60K miles on it and it was still under the original manufacturer warranty.    Again, I can provide paperwork if needed.  In the end, Carmax did take car of me and give me a loaner vechile after being without a car for over 20 days this summer.  This was after the 4th attempt by the Hyundai dealership to fix it.  
  
  Sincerely,
  
  *******************************

  Business response

  08/28/2024

   Chapel hills Hyundai did not sell the vehicle and is not responsible for a vehicle having a mechanical issue that is what the warranty is for. Chapel hills Hyundai is not required to provide a loaner vehicle for any and  all  repairs performed. It is unfortunate that your vehicle has had a couple issue sense you purchased the vehicle from CarMax. As you are aware each issue is different . 1. knock sensor  2. fuel injectors  3.  faulty oil filter, It is my understanding that you received a vehicle to drive from CarMax while repairs being completed. We delivered the vehicle back per your request to CarMax leaving the keys with them at the front desk. I am sorry that you have gone thru this with your vehicle unfortunately their is no way to have seen any of these repairs being needed but Chapel Hills Hyundai is not responsible in any way for your loss of time or money in this matter.

  Customer response

  09/03/2024

   
  Complaint: 22166762
  
  I am rejecting this response because: again you fail to take responsibility and financial compension for your actions.  The first time my car was in your shop was Feb 19th for a 'knock update.'  Then my car broke down at the end of May with a knock system warning.  This time you told me that it was a faulty knock system and ended up replacing it costing me $342 out of pocket and 10 days without a car.  Then a month later on July 10th my car read a knock system warning by Carmax.  SInce it was the exact same code, CarMax themselves called you to get the car fixed.  Three days without a car later you all determined it was a 'faulty oil filter' even though I just had my oil changed from a reputable car repair center.  This costed me $89 and three days without a car.  Less than two weeks later July 27th again my car reads knock system warning from a car repair center to which you diagnosed it with a fuel injector issue.  This costed $300 and another week without a car.  At the point I think you are literally doing unreputable things and could very well be breaking things to bring in more profit.  I drove it home and again it was having acceleration problems.  I was finally done with your company after spending a major part of my summer without a car.  Telling me my car is acting up because of a 'faulty oil filter' and because it is 'low on gas', just to get back in the shop less than two weeks later, you might as well said it is an $1000 charge for low blinker fluid.  I tried to be nice, I tried contacting the service manager, the ** and the ******************* to no avail.   Please take ownership for your actions.  Even if it was 'just a lemon' as your responses seem to suggest.  It is still a Huyndai lemon and the check engine light that repeatedly kept putting my car in limp mode should have been covered by ******* under the warranty with the use of a loaner. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went to the dealership to buy a new car, by trading our car. The dealership provided a liaison along with the collision center to fix our current car due to hail damage. We signed paper work/ contracts for 2 different paths: one was if they totaled my car and the second if they fixed it. The dealership took our car, we provided both sets of keys, and they relocated it to the collision center. They also removed my car plates! On July 27 the deal went sour in a matter of minutes! Ideally, we should of just went in and got temporary tags on the new car. Instead, the dealership demanded that our car was not to be fixed, which was. We never got a hardcopy of the contract to take home, they voided both contracts but the only thing that holds true from my signatures was a FEE. It was itemized until the last minute, and I had to pay $3,123.50 for Dealer fees on the spot. The dealer stated that if we provided them with more funds, $1k to $2k on top of the dealer fee along with the trade of the car then the deal will be secured, and we could go home in our brand new car. We did not feel comfortable providing more funds to a loose string deal. They were also very disrespectful to my wife. When we decided to not go forth with the deal, someone made of comment, How are you getting home? Good thing we have ***** to escape this place. In summary, they were seeking a trade in and more funds, but insurance pays a portion up front and when the car is completed. I lost a hard credit pull, anti theft screws, my spare car key and Approx: $3k. I am seeking a full refund, correction to my credit report, and replacement for the spare key, and putting my plates back on with the anti theft screws on my car that is still at their collision center.

  Business response

  08/09/2024

  We did offer to help when your car was in the middle of the claims process.  We offered to take your car on trade based on it being severely damage, we also offered to take it on trade whether or not your car was totaled out of not.  We were patient on the 6 weeks that it took for all of this to work itself out between the insurance claim, the body shop, etc.... In the end, once it was deemed that your car was going to be fixed and not totaled, we still were willing to work with you.  But in the end, after driving the new car for 6 weeks, a decision was made that you did not want to proceed with the deal.  Based on the Colorado Department Of Revenue form *** 2434, the dealer is compensated at $50 per day, 50 cents per mile, as well as re-cleaning and other associated fees.  We fell this is contractually fair per the agreement and the amount of use and time involved with the car you were driving / attempting to purchase.  It was our preference to complete a deal with you, but also have safegaurds against the use of cars in this fashion. 

  Customer response

  08/16/2024

   
  Complaint: 22066185
  
  I am rejecting this response because they are falling short of the deals. I ended up loosing my car for the fake deals that only fees apply. Especially when they could not achieve max profit. His defense was solemly based on time and money, both of which are variables from a monetary standpoint. 

  I managed to get my vehicle back without your help. Therefore, because of entrusting you and signing on the dotted line: We suffered emotionally, monetarily and physical. 

  I'll approach monetarily first, you failed to meet the gap & tire insurance, which I signed on the dotted line. You didn't provide me a hard copy of the contracts, but weeks later you backed off. We didn't even talk about final price! 

  Emotionally, I was FORCED to use your car not mine. You removed my plates and took the keys from my car and took my car to the repair shop.

  Physically, my previous car finally got fixed and I picked it up, which your team removed the blue link system. Now I have a 2023 model car that does not have all the features when you took it from me. 
  
  Sincerely,
  
  ***********************

  Business response

  08/19/2024

  We wholeheartedly disagree with the sentiments of this response. No one forced you to use the car and we don't reject doing business over profit levels, every business makes a profit. Our prior response stands.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hyundai is not honoring their ******* mile drive train warrenty. My vehicle was was maintained very well for the 3 years that it was under my care they are trying to lie and say it was not maintained now they ar trying to charge me storage fees after i told them to keep it im am not paying anymore money to these people I'm easily ****** in the hole

  Business response

  02/29/2024

  We have made 2 requests to Hyundai Motors ******* for warranty coverage on this vehicle.  The first request was turned down due to "...failure from an aftermarket part and workmanship which is not a warrantable defect."  We made a second request for "goodwill" from HMA where they will sometimes consider a partial coverage for a non-warrantable issue, and they declined.  The reason being there had been consistent maintenance records on CarFax through ****** miles and none since then until this issue.  Furthermore, the entire underside carriage of the car is indicative of a loose oil pan drain plug, or, the oil pan drain plug was not reinserted after recent oil change, causing the oil to coat the entire under carriage of the car.  The final reason that the warranty was declined, is the Hyundai warranty administrators noted fresh, brand-new oil had been put in the engine block prior to the car being towed to the dealership.  It is important to note that the dealership does not warrant the car, HMA does.  And the dealership is the one that gets paid to install all warranty parts and perform warranty labor repairs, so, we have as much of an interest in the warranty work being approved as each customer does.  Over 96% of our warranty requests are approved by HMA and we perform millions of dollars' worth of HMA warranty repairs annually.  The dealership does not arbitrate what is covered and what is not.  We are saddened that one of our customers is in this situation. We are happy to provide a repair to the customer with any parts discounted 25% and the labor discounted 60%, as we do not wish to profit off of such a situation.  We can also provide a no-charge loaner car to the customer as well if they can provide the proper insurance coverage. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my car here about 6 months ago. I don't have any credit and ****** had his money as it is first time buyer. They passed on this ***** 3 to me. Okay about 2 months later after being able to afford new tires cuz I definitely needed them. Being two of them wouldn't hold air. I went to h&h tire to get new tires and alignment well going back. They said they couldn't do the alignment cuz the sway bar was bent. Well that cost another $500 okay pay that off but I'm leaving as I'm leaving. They tell me that it's leaking transmission fluid also out of money not knowing what to do. I have to fix this myself. CV axle another 200 bucks. Not to mention hours of trying to figure this out. I figured somebody had curb this car painting this way bar just enough to pass emissions or whatever they had to do to sell it off to me. Out of money out of credit to the tire still won't hold air. I feel they totally took advantage of me. Don't let this happen to you

  Business response

  01/12/2024

  I am sorry to hear you are dissatisfied with the used vehicle you purchased back on June 12th 2023 7 months ago. We checked the tire measurements on the ***** from the *** ****** inspection on 5/3/2023 and all 4 tires measured at 7/32, which means the tires were only 30% worn and in great shape with 70% tread depth left.  We would have loved to have had a chance to work with you back when you felt the tires were an issue so that we could have reviewed all of this with you but it seems that you chose to go to H&H tire instead of back to us.  We would like to invite you to come to us instead so that we can see the current tread depth of your tires and review any paperwork you have from other establishments you have approached with this issue.  As for the other matter you mention, our inspection shows no indication of any damage or leaking underneath the car; had there been any issues with a bent sway bar and class 2 leaking, those items would have been repaired at the time we reconditioned the vehicle. We're truly sorry to hear about the issues you've encountered with your ***** 3.  Please contact the General Manager, *********************, on his direct line at ************ to set a time to review all of this information on your car and to have the tires measured.  If you would like to replace the tires, we will come to a very satisfactory agreement with you in an attempt to make you happy.  H&H tire cannot do that for you, however, we can.

  Customer response

  01/16/2024

   
  Complaint: 21138871
  
  I am rejecting this response because: if if you read my review you would know that I went and got brand new tires at h&h. It's not the problem. It's the rim because somebody had curved the car before I bought it. Not to mention second day after I bought it, the sunroof breaks doesn't stops working. This car has been nothing but problems from day one
  
  Sincerely,
  
  ***************************

  Business response

  01/20/2024

  Thank you for reaching back out.  In looking at the original complaint, I am not aware of any mention of the bent rim or sway bar that is now being mentioned.  Rechecking ************** notes, ************** did not log any findings about a bent rim or sway bar. Furthermore, the car was in our inventory for a total of 49 days, so if the tires were leaking air, this would have been noticed within the 49 day period and addressed by our team.  We have no record of these issues whatsoever, and had these issues been present before the sale of the car, they would have been addressed before any consumer could purchase the car.  Furthermore, had you come to us after purchasing the car in stead of deciding to go to H&H tire, we could have addressed these issues in a timely manner for you.  Instead, the BBB complaint was filed 5 months after your purchase.   It seems like we have not been given a fair notice of your complaint or a chance to deal directly with you when you had these concerns.  As for brining up the sway bar and bent rim 6 months after purchase, this was likely caused by a "rim shot" by some impact by the wheel and tire, not something from before the purchase of the car.  We wish you the best with your car from here on out.

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

   

  Customer response

  01/23/2024

   
  Complaint: 21138871
  
  I am rejecting this response because: I don't want anything from you ***** but acknowledge what you did I signed the price of paper so I will deal with it,the woman that sold me the car was real slick mentioning that the radio not working properly was why was so cheap when it really isn't I committed to the lies you people are dishonest and are money hungry ...what happened to honesty and work ethic this really depressed me the dishonesty I don't want much just honesty
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hand numerous problems with this dealership, from lying, to being ignored, no callbacks, to bad treatment from sales AND service individuals. In the end, I got my car back with a remanufactured motor, not a new motor under warranty AND there was damage to my vehicle! The cowl cover was damaged AT the dealership! They refuse to admit it and said they would only give me the part with a discount. No, they broke it!

  Business response

  11/07/2023

  ***************** had her vehicle towed in with a seized motor.  The customer did not carry full coverage insurance & was not eligible for a loaner car.  In order to HELP the customer in this situation, THE DEALERSHIP, OUT OF THEIR OWN POCKET PURCHASED 2 MOS OF FULL COVERAGE INSURANCE FOR THE CUSTOMER SO THEY COULD HAVE A LOANER CAR! Also, the dealership has specific technicians that do engine replacements, & they are commonly booked out 2-3 weeks.   When ***************** picked up her car, she did make a complaint that we had damaged the windshield cowl. The General Mgr & Service Mgr reviewed the photos & asked the technician who performed the engine work. The Technician stated the damage was already there when he worked on the car & had no reason to touch this part of the car.  The General Manager called the customer & relayed the information.  The car also had been in a moderate hail storm back in July (per *****************) & the dealership ONLY sees broken cowls from hail damage. We also told the customer that if we had damaged the car in any way we would be happy to pay for it.  HOWEVER, to be solution oriented, the dealership offered to provide the customer with a $163 check to cover the cost of replacing that part if the customer was willing to sign a waiver that she was completely satisfied with the dealership & the repair from this point forward. The customer agreed that this was a satisfactory outcome. The dealership would like to state that we went over and above to take care of *****************, even purchasing 2 months of full coverage insurance on her car and providing a reimbursement for a part we did not break.  We did not lie to the customer at any point and we did not ignore her at any point. We have been completely attentive to her including texting back & forth with the ** on his personal cell phone during the entire process of the engine replacement.  Furthermore, we delivered the car back the customers home.   

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a pre-owned 2020 GMC Yukon from this dealership for more than $56,000. They included a ****** mile/5year warranty from a third party, that we were told covered every component of the vehicle, including window and sunroof seals, and that we could take it to any dealership, or ASE certified mechanic. We were told that it had been thoroughly checked out and reconditioned at **********************************************. The evening of day we purchased the car I noticed that the switch for the power locks on the driver's door was not working. The first time I needed it, the rear washer didn't work. I didn't go back to the dealer as it is about 70 miles from my home and I felt comfortable knowing I had the full-coverage warranty and being an extremally busy person, just figured I would have those items attended to under the warranty when I brought the car in for its first routine service. Just after 2 months, and having driven the vehicle about **** miles, it suddenly began banging and grinding from underneath. I immediately took it to the closest ***** dealer, who examined it and determined that a bolt on the brake caliber was stripped out and broken loose. They repaired that, along with the door lock switch and rear washer. They told me that the warranty company only covered part of the repair and presented me with a bill of $472. I contacted the selling dealership and spoke to a manager named *********************, who said the car was sold "as is" and they wouldn't do anything about it. He said they didn't work on the brakes, but contrary to his claim, the Car Fax report shows that they did brake work, as well as checked out the wipers and washers and the electrical systems. This was not a $2,000 "clunker", for the price I paid I expected to go more than **** miles before having a huge repair bill. The car was not delivered to me in the condition it had been represented to be, the things that were wrong were bad when I took it took it out. I want reimbursement of $472

  Business response

  12/19/2022

  Here is a detailed listing of what was specifically done to the 2020 GMC Yukon when we reconditioned the car beginning on 8/18/2022 at our affiliate *****************************. They performed a GOLD level service inspection.  During the GOLD level service inspection, the technician would visually inspect the vehicles major components and systems and perform a road test of at least 10 miles. This would include items like the tires, lights, brakes, safety systems, axles, seat belts, horn, engine etc.  The aim is to ensure that a vehicle is in safe condition and also in reasonable operating condition and not in danger of an imminent break down or failure.  The technician would have visually inspected all the brakes, front and rear, taken the measurements of the remaining pad depth, check the rotor surfaces and visually checked the calipers and brake lines.  The technician would also perform a brake test while on the 10 mile plus road test to ensure that they were operating as designed, no harsh vibrations, noises, smells or locking up of any kind.  If any safety issues are discovered, the technician makes repair recommendations for the dealership to perform, or the car does not pass it's safety inspection.   Upon the technicians findings, it was recommended that the following work be performed on the front brakes: FRONT BRAKE PADS, MACHINE ROTORS & LUBE CALIPERS.  It was also recommended that the Air Filter be replaced, and a Detail be performed to clean the car.  The dealership performed and completed all those repairs.  No issues were found on the test drive (if you elected to perform one) or for 2 months and **** miles later.The transaction was disclosed, as per law, 'AS-IS NO DEALER WARRANTY" from the dealer.  We cannot take responsibility for the condition of the vehicle 2 months and *************************************************************************************** just wear over time.Unfortunately, the Caliper bolt could have broken due to any number of factors.  It could have been broken by the technician from the other dealership, wear from driving over time, or an impact under the car.  There is truly no way to fully know. We do not unbolt and retighten components as part of our inspections (as no dealer does).  There is no way to have known the cause at the time of our inspection or after.  With a used vehicle, every part, component and system is in used condition and on its way towards failure or breakdown at some point.  No parts, components, or systems on this car were new except for the front brake pads, air filter and engine oil, however, even those components were 34 days "used" at the time you purchased the vehicle which would be the number of days from 8/11, the day the technician did the inspection and repairs to the day you purchased the car 9/14/2022. 

  As for the CarFax, it states: Vehicle serviced, Pre-delivery inspection completed, Recommended maintenance performed, Front brake pads replaced, Oil and filter changed, Air filter replaced. Clearly, it states that the front brake pads were replaced. *********************, the manager that kindly worked with you stated clearly, we did work on the front brakes and we did not see any need to work on the rear brakes.  He did not claim we "didn't work on the brakes." I happened to overhear the call to you the day that you spoke with ***** and he reviewed with you that we in fact did a front brake pad job, but didn't perform any repairs to the rear brakes as nothing was required by the technician to do so. We are sorry to hear that you had trouble with your car, however, we cannot fix every after-repair that comes up, since every used car has repairs and maintenance that comes up.The car was delivered to you in the condition it was represented to be: AS-IS, NO DEALER WARRANTY. Also, as a note, the price of the car was $45,519 not 56,000. 

  Customer response

  12/20/2022

   
  Complaint: 18574062
  
  I am rejecting this response because:

  Contrary to the statement that ********************* did not tell me that they didn't work on the brakes, I have a saved, and transcribed voice mail from him saying they didn't work on the brakes.  There was no damage under the car and no mechanic looked at the car until I brought it in because of the clanging and grinding noise.

   

  The first night when I brought the car home I noticed that the lock switch on the driver's door was not illuminated like the switch on the passenger door.  I then pushed the putton to let my wife in the car and it didn't work.

  If they truly did a safety inspection they would have seen that the rear washer didn't work.  I found that out the first time I needed to use it. 

   

  Like I said in my original complaint I didn't bring it back due to the distance and time, and wasn't worried about it because I a full warranty was included in the price of the car. 

   

  As to the price, I gave them a down payment of $5,000.00 and have an outstanding loan balance in excess of $51,000.00, I don't claim to be a mathematical genius, but I think that adds up to more than $56,000.00

   

  I believe the car was not in the condition it had been represented to be. and that I am entitled reimbursement of this repair. 

  
  
  Sincerely,

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

  Business response

  12/22/2022

  I am sorry to hear that you rejected the response.  We stand by our previous response, our employee ***** told you on your phone call that we did a front brake job and never did anything to the rear brakes other than visually inspect them, finding no problems, and operating them on the technician's road test, also finding no problems.  Everything ***** discussed with you lines up with what you saw on the CarFax as well. At this time, we would be happy to offer you a full cleaning on your vehicle at no charge, which would be known as our ************* ******* which is a full cleaning of the vehicle minus any upholstery deep clean or exterior wheel buffing/waxing.  We stand by the work that all of our employees have done on your transaction, before, during and after the sale.  We are sorry to hear of the issue you had 2 months after buying your GMC.

  To make arrangements for the cleaning, simply email ******************* and we will be happy to set everything up for you.

  Sincerely,

   

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

   

  Customer response

  12/29/2022

   
  Complaint: 18574062
  
  I am rejecting this response because:the business didnt address the other issues, the lock switch and rear washer. 
  I have been driving since **** and have owned more vehicles than I can remember. Personal cars, family cars, teenagers cars, and several business trucks and vans driven by employees, several of which were driven more than a quarter of a million miles, and have ever had a brake caliper bolt break off before. The mechanic that repaired it said it was stripped out, that didnt happen from normal operation. I dont need a free deluxe wash job, I need reimbursement for the repairs I shouldnt have needed on a so-called reconditioned car, bought from a supposedly reputable dealer. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2022 Hyundai Palisade from ******************* Hyundai on 2-18-22. The vehicle was not on the lot & still had to be delivered to the Dealership. In the Purchase Agreement Line #2 (Added Accessories) was a REMOTE START. Our salesman (*****************) stated that due to the "Chip Shortage" it would be October 2022 until the Remote Start could be installed, we agreed. On October 18th, I had the Palisade in for service at *****************. I spoke w/ Virginia about the remote start & wondering when it would be installed. At **** hrs. ******** called me & stated I would be getting a call the next day about installation; that never happened. On November 7th, I called ***************** again, the receptionist took my info & stated someone would contact me later in the day or the next day; that never happened. On 11-22-22, I called again; the receptionist took my info & directed my call to ****** (@ the service ******* After speaking with ******, he stated he would look into the situation ******************** Guy) & have someone call me back later in the day. On 11-22-22 @ **** hrs., I received a phone call from ***************** (the salesman), once again explained the situation. He stated he would get ahold of the service manager (he'd already left for the day) & have him call me back the next day, 11-23-22, That Never Happened.This is an item already paid for & HAVEN'T Received it.

  Business response

  12/05/2022

  Thank you ****************** for reaching out and thank you for your business.  We will be having *******************, our Service Advisor reach out to you about getting this matter resolved ASAP and invite you into the dealership to review OEM Hyundai vs. Aftermarket equipment currently available for your 2022 Palisade.  It is our intention to make you a completely satisfied customer and we truly appreciate your business.  We apologize for our oversight in this matter.

   

*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. ↩