ComplaintsforCrossroads Hyundai

• Initial Complaint

  09/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  About two months ago we purchased a car from Crossroads Hyundai. The temporary tags are expiring and we found out that the title paperwork has not been received by the country DMV--it seems that Crossroads Hyundai never submitted it. We have been attempting to contact the dealership so they can both provide new temporary tags and finally send in the title paperwork but they're title extension is never staffed when we call and no one has returned our voicemail.

  Business response

  09/11/2024

  *******,

  Can you call me at ************.  I am trying to help you with your title paperwork.  I do not see your name in our Dealer Manegment Software.  I don't know if you bought the car under a different name or your spouses name.  I just need  little more information and I can see what I can do to help you.  

  Thank You

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

  Director of Personnel Development

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

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

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Crossroads Hyundai committed fraudulent transaction, which I communicated to ********************** National customer support, which is totally unprofessional. Crossroads Hyundai claimed that did a courtesy ******** on August of 2023 claiming that they did the service on my Vehicle: hybrid Tuscon 2022 at ****** mile, which is a total fabrication. My vehicle got serviced at that date for ***** mile for 2 lube lube oil and. was diagnosed with broken Axis assembly (transmission). I moved to ***** in August, 2023 and got the transmission replaced at Max *********************** ************ at ****** mile in November, 2023. Max ********************** contacted Crossroads Hyundai to rectify what might have been an honest mistake. The service agent in ********, ** told the agent in ****** to forge 6000 miles. **** from ********************** National complaint promised to escalate the fraudulence to ********************** corporate and reimburse for the remaining courtesy lube oil, which I paid out of pocket $105, and then disappeared. I thought ********************** was a reputable company too good to allow a fraudulent transaction as if I did not have enough problems with my vehicle that needed a new transmission at ***** miles. Crossroads Hyundai are thieves and con-artists. No more ********************** for me!

  Business response

  07/01/2024

  from: ********************* <************************************>
  to: ************************* <******************************************>
  cc: *************** <*********************************>,
  ***************************** <**************************************>,
  *************************** <************************************>
  date: Jul 1, 2024, 1:40 PM
  subject: BBB response to BBB Complaint ID ********
  
  Upon receiving your complaint, we immediately initiated an internal investigation into the alleged fraudulent transaction and the subsequent interactions with Hyundai National customer support. We understand the customers' frustration regarding the discrepancy in the mileage reported for the courtesy lube oil service in August 2023. Our customer service team has been actively engaged in reaching out to Hyundai National and our dealership network to ensure that the customers' concerns are properly escalated and addressed.                                                                                                                                                                                            When the customer purchases a new ********************** the customer receives complimentary maintenance which includes 4 oil changes over the first 3 years of the vehicle or one every 8000 miles until ****** miles, the customer received one of his complimentary oil changes outside of the mileage range of ****** miles the customers vehicle at the time only had ****** mile and this was oil change number 3 of his complimentary oil changes leaving him with one left. The customer took his vehicle to a dealer in ****** and they would not honor his complimentary maintenance outside the mileage interval. 
  We are committed to resolving this matter and providing the customer with a satisfactory resolution, including reimbursement for the $105 paid out of pocket for the courtesy lube oil service, I have contacted the customer and we have come to a resolution to rectify this concern to the customers satisfaction.
  Please rest assured that we are taking steps to prevent such confusion and occurrences in the future and to reinforce our commitment to honesty and integrity in all customer interactions.
  We apologize for any inconvenience or frustration this situation has caused the customer. 
  If you have any further questions or would like to provide additional information, please do not hesitate to contact us directly at ************
  Thank you for bringing this matter to our attention.
  Sincerely,
  
  *********************
  Crossroads Hyundai CO048
  Service Director
  ************

  Customer response

  07/12/2024

  Nothing was done and the dealership promised to send me a check for $105.44 and till now I have received nothing.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  09/26/2023-I called Hyundai to ask for an appointment to fix an issue on a part that had previously been installed two weeks prior. They had an opening the next morning so I dropped off the car without any problem with the ignition or removing the key and put the keys in the overnight drop box. The next morning the dealership calls me to say that the key is completely stuck in the ignition and they can’t remove it or start the car. They bill me for labor to address the issue and then sent me 4 days later an itemized cost of over 1,200 for the repairs to the ignition claiming that it can’t be fixed and has to be replaced. I reminded them that it was working when it came in and needed to be returned to me in the same condition and they argued with me that it is not their responsibility to fix the issue/cover it and that it “was just unlucky that it happened” and that they would be charging me the whole amount other than when continually arguing that they would take off an hour of labor. I haven’t had my car for a week now and it hasn’t been addressed as they essentially want over 1,000$ to fix a car that came in to the dealership with a completely different issue, never having had problems with the ignition before and refuse to cover the charge when it occurred under their care

  Business response

  10/09/2023

  I trust this message finds you well. I am writing in response to the concern filed by Mr. Vanderwal regarding his recent experience with our company, Crossroads Hyundai. We value Mr. Vanderwal as a customer and appreciate the opportunity to address his concerns.
  In his complaint, Mr. Vanderwal expressed his belief that our company should cover the full cost of the repair, as he contends that the issue with his vehicle's key lock occurred after he dropped off the vehicle after hours. We take this concern seriously and have conducted a comprehensive review of the situation.
  Upon receiving Mr. Vanderwal's vehicle for repair, our service advisor retrieved the key from the late-night drop box and attempted to start the vehicle. Regrettably, the key became stuck in the ignition, and our technician subsequently diagnosed the key lock as the source of the problem. We acknowledge Mr. Vanderwal's perspective that the issue may have arisen during our possession of the vehicle.
  In light of Mr. Vanderwal's concerns and in an effort to reach a mutually agreeable resolution, our company is willing to accept responsibility for 50% of the repair cost. While we believe in providing exceptional customer service, we also recognize that a shared responsibility for the repair cost may be a fair and reasonable solution to this situation.
  To that end, we will proceed with the necessary repair to address the key lock issue, and we will cover 50% of the total repair cost. We will ensure that Mr. Vanderwal is informed about the progress of the repair and when his vehicle will be ready for pickup.
  We greatly value our customers and their satisfaction remains our top priority. We are committed to resolving this situation in a manner that reflects our commitment to customer service and fairness.
  We will provide the BBB with updates on the progress of the repair and the resolution of this concern. If you require any further information or documentation related to this case, please do not hesitate to contact me directly at [Your Contact Information].
  Thank you for your attention to this matter, and we look forward to resolving it to Mr. Vanderwal's satisfaction.
  Sincerely,
  Gary Burton Service Director Crossroads Hyundai

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Crossroads Hyundai in September 2021. I added the extended warranty, and was told that if I wanted to cancel it before the terms were up (60 months or 100,000 miles) I could call and do so. I called on June 30, 2023 to cancel this warranty. I was redirected to voicemail and left a message indicating I wanted to cancel my warranty with my phone number. I did not receive a call back and called again on July 11 and July 18, leaving similar messages both times. On July 24, 2023 I wrote a message with my VIN, photo of current milage (all attached) and indicated I wanted to cancel my warranty. As of August 24, 2023 I have not received a written or phone call response. I would like the remainder of my warranty refunded to me.

  Business response

  08/28/2023

  The cancellation process can take around 8 weeks depending on the provider the warranty was purchased from.  This specific cancellation has been processed and the check was sent to your lender.  Our Manager Dave has reached out to you should you have any further complications.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We bought a new car from this dealership and we had an issue with the car 2 years later and we found out it was actually used. It had 4 miles and it was still wrapped when we bought it, but apparently they had sold it to a company to put on display which made us the second owners. This was misrepresentation and we have tried to contact them to make it right and they won’t respond to emails or phone calls.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  2Mazda (a part of Crossroads Hyundai) sold us a car but forced us to purchase an extended warranty and did not allow us to shop for financing and stating that if we do not buy the warranty or use financing through them that they will not sell us the car and this s very illegal. We purchased the car on 8/26 and have sent them a letter to cancel the warranty because the contract says we can but most people that go through this state that you need a lawyer or hound them like dogs and I do not want to deal with either but will get a lawyer if I need to for sure. They manipulated us and lied to us throughout the whole car buying process and will never do work with these idiots ever again.

  Customer response

  08/30/2022

  You can take the complaint away the owner has contacted me and we have figure3d everything out 
  

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Crossroads Hyundai botched my warranty engine repair in which they had my car for 3 months…on getting it back it broke down again, Hyundai corporate has determined they made a major error which then destroyed my transmission. Because it was service error the warranty company denied coverage for the $7k replacement. They have taken 9 WEEKS since being notified of their error with my car sitting unusable and STILL no sign of a resolution. I am out documentable thousands of dollars managing alternate transportation and I can’t even get a call back anymore from their service manager RICK, and when I ask for contact information for the owners I’m stonewalled. The resolution to this issue is that I am reimbursed for all of the travel and repair expenses that have occurred since this faulty engine was replaced incorrectly, including reimbursement for the $2k junker ‘97 car my 18 y/o daughter desperately bought herself on FB marketplace so she could have transportation to start college, then got in an accident with it a week later because the brakes went out. This place needs to be held accountable for they way they have treated my family and the hardships they continue to cause with their inaction.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a car from this business at the beginning of April. At the time of signing the final papers I agreed to purchase the extended warranty. However, that same day I asked to cancel the extended warranty. At this point the loan paperwork should not have been submitted with the extended warranty on there, but it was (three days after I asked to remove it). Since it was submitted on the loan, I had to formally submit a cancellation form (emailed to the finance person on 4/12/22). I asked my salesperson how long the refund would take and was told 4-6 weeks. At six weeks I contacted her again to inquire about the refund and was told it usually takes 8 weeks. At 8 weeks I contacted her again and was told she’d talk to someone in financing. I never hit a response so I asked again a couple days later and was told the finance person would talk to someone in accounting. Never got a response so I asked again a couple days later and was supposed to find out something today, so I contacted her again and no response. As of tomorrow it will be 9 weeks with no refund. In the mean time I’m paying interest on this extended warranty that I wanted removed the same day I signed the paperwork.

  Business response

  06/15/2022

  Please accept our sincerest apologies for the extended wait times. The extended warranty cancellations have taken longer than normal. The Check is cut and will be mailed out today to the lien holder. If you have any other questions please feel free to call me directly at the store at ************.

   

  Respectfully,

  Dave Y****

  General Sales Manager 

• Initial Complaint

  02/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  2/7/2022 Hyundai ****** ******* *** listed online for $36,630.00. Contacted sales and stated we would have to make a deposit of $1000.00 to hold. Drove there on 7/8 and sales had us drive a AWD (online listed at $37,575.00 car same color as FWD and we were not aware of change). Store manager made offer and it showed he added $7000.00 to list price saying the up charge was “market value”. We said we wanted the FWD and price online. Salesman said “oh I’m selling you a different car”. We did not make deal and we did not get deposit back which we think we should have because we were holding a different car then he was selling us. The car we had a deposit on was in the lot.

  Customer response

  02/18/2022

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

  Thank you for your help in this matter. The $1000.00 deposit was refunded to us. *** and ***** *****
  

  
  

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of 2021, I purchased a vehicle from Crossroads Hyundai of Loveland. When I tried to license it, Crossroads Hyundai had not sent proper paperwork to DMV. When I inquired of Crossroads Hyundai, I was told that the title had been lost, so they had to replace the title. After they had obtained a duplicate title, I returned to DMV to license my vehicle, but was told the vehicle needed an emissions test. I took my vehicle to have it's emissions tested, but was unable to get the vehicle tested because of a light on the dashboard indicating a problem with the brakes. The earliest Crossroads Hyundai could get my vehicle in to repair it was January 6, 2022, but was told it would take all day to diagnose and repair the problem. The next day I called to see if it was done and was told that a cluster needed to be removed and sent away to be repaired. It would take about a week. A week later I called to see if my vehicle was ready, and they had not even started on it yet, but I was told that the mechanic was just getting ready to pull the cluster out. I was also told that it would be ready in another week. The following week I called to see if it was ready and was told that it would be another two or three weeks, because they didn't know how soon the recipients of the cluster would be able to fix it. I bought the vehicle in July, and it still isn't licensed. I am willing to take responsibility for some of the delay because up until the end of the year I was an over-the-road truck driver and I could only see DMV during my home time. And part of the delay is because of the difficulty in setting quick appointments with DMV because of Covid 19. But if Crossroads Hyundai had done its job right the first time, all of this delay would never have taken place.

  Business response

  01/28/2022

  To Whom it may concern:

  The instrument panel cluster takes 2-3 weeks to get it repaired.  I am sorry if that was not relayed to you.  Crossroads Hyundai is paying for the repair on the car and will notify you when the repairs are completed.  

  Thank You

  Brian P********

  Service Director

  Customer response

  01/31/2022

  Complaint: ********
  
  I am rejecting this response because:

  Crossroads Hyundai violated the law in two respects.  1) They sold me the vehicle without being in possession of the title of the vehicle; and 2) the vehicle was unable to pass emissions at the time of sale.  Although the title issue has been resolved, it is still part of the reason for the delay in my getting the vehicle licensed.  My problem with their response is not that I was uninformed about the time it takes to get the cluster rebuilt and installed in my vehicle.  It is because of the two weeks they had my vehicle in their possession, knowing that they were going to need to send it away to be rebuilt (at least part of that time), before they even started the work.  And the fact that they are doing it without charge is not because of their own good will.  It is because under Colorado law they are required to ensure that the vehicle they are selling me will pass emissions, and if it fails to, they are responsible for the repairs necessary.  They declined my request for a loaner during this time, which left me without a vehicle, making me responsible for procuring a vehicle to use in the meantime.  Their response to my complaint failed to address the issue of including a certificate of emissions test with my vehicle.  Given the inconvenience through which I have been put, I feel it is a reasonable compensation to insist that they, not I, should be responsible for getting the vehicle tested for emissions.  Furthermore, I have no doubt that the fact that they are doing this without charging me has played no small part in my being placed at so low a point on their priority list.
  
  Regards,
  
  ******* ****

  Business response

  02/11/2022

  To whom it may concern:

  I am sorry you are rejecting our response.  You were aware the red brake light was on when you purchased the car as we disclose the the repair information on the vehicle at the time of sell.  You signed paperwork saying you bought the truck as is with no warranty. You also have 72 hours to perform an emissions test.  We are going above and beyond since you brought this back to us 8 months after the purchase.  I have no control over how long it takes to send the Instrument Panel Cluster out for repair.  The repair on your truck was not delayed for any reason other then we are a very busy shop and had to remove and the send the cluster to the East coast to get repaired.  Your truck has been repaired and is back in your possession.  

  Thank You

  Brian P********

  Service Director

*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. ↩