Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  you 3 times a day all week and I get your answering machine and no call back. My new GV 80 with 6K miles gave me an error code on 4 November 2024. It took the tow truck 6 hours to come, my wife rode with the tow truck as the dealer said we would get a loaner as long as she got there by *** she did but was told the dealership does not honor my ********************* policy that is full platinum coverages even though we used it to buy the vehicle 1 January 2024. They had no problem using it to sell to us and never ever said we could not get a loaner vehicle laterthat is illegal I would ******** we get our car back 10 November, and they charged us $700 and said rats eat our soy based wiring ??? Yes you guys use a plant based wiring and wonder why rats eat it. We made it 10 months at least just imagine if our car was parked outside the whole time. We keep our car in a garage, with Terminix pest exclusion protection (they have sealed every possible opening in our garage its rat free zone so if it was rats they did it while it was oared at a store. We have and multiple sonic devises and since we moved in in 2015 we have had 8 vehicles in our garage with no issues like this I think the damage was done at the dealership were the car was parked outside for a week now its parked in a field for almost 2 months.We picked up the car from ******* of Lakewood *********************************************** our garage until 17 November and that day we got the exact same error code and the vehicle acted the same way. Since we were told by ******* of Lakewood we never can get a loaner and the fact the car only made it home and the next time we drive it it had the same error code we sent it to ******* of Ft ****** ion the 17th of November .we dont know were are SUV is to date, we call 3 times a day no return calls ever. Gettel couldnt care less. Progressive could care less. I am suffering they both could care less.

  

  Business Response

  Date: 12/09/2024

  ******* is towing this vehicle to our location to fix the problem, as there is too long of a wait at Mr. ******** local dealer.

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22652071
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

  imcan not even see the response so I reject 

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22652071
  
  I am rejecting this response because:

  They are my local dealer, where I purchased my vehicle using my progressive insurance. They refused a loaner for a known defect so I am now after waiting 6 weeks dealing with ******* of America to handle the problem and make it right. ******* of America waited weeks as and promised compensation for the ordeal. They then refused to honor the offer. Gettel does not honor progressive insurance and should tell buyers that when they purchase. They now refuse to pick up their phone from the adjuster of progressive   Total incompetence. I am done with this company and moving forward with my complaint with ******* of America.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 12/18/2024

  Sorry you are not happy with the service ******* and the team have provided. The things in your complaint are out of our hands. What is in our control, getting your car here and diagnosing it fast we made sure to do. 

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 25, I used an independent facility to diagnose and recharge the ** on my 2020 Hyundai Sonata with ****** miles. ** doing so, they found an a/c leak inside the vehicle by the center a/c vent. Since this would be covered under my 5 year new car warrantee, I contacted the Gettel Hyundai dealer with this problem on June 28. The Gettel service department told me that they dont take independent evaluations and therefore I needed to make an appointment to verify this condition which is covered by warrantee. I was given an appointment for July 29 (one month and 1 day later). Yesterday, after waiting one full month, I showed up for my appointment and ** told they dont do ** diagnostics by appointment! I would have to leave my car for up to 7 or more days to have this evaluation done! They apparently have a 4 inch stack of appointments before me. If I left my car, they dont provide a rental and suggested I go to a rental car company. They also suggested I contact Hyundai in ******, ******* who might take me sooner (****** is 27 miles one way!) If Gettel does not do ** diagnostics by appointment, why did they do just that on June 28?Giving me an appointment 30 days out only to then tell me they dont do this work by appointment tells me they are doing all they can to avoid doing warranty work. The independent facility diagnosed this problem in less than 2 hours. Having been given the leak location, any competent dealer should be able to verify in less than one hour. Being told I need to leave my vehicle for a week or more and that they have a 4 inch stack of appointments before me indicates they are doing all they can to avoid warranty work. Please help.

  

  Business Response

  Date: 07/30/2024

  Please contact me directly and I will get you right in. ************ ************************* General Manager

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 12, 24. I went into Gettel to complete a trade-in on my 2013 Lexus for a 2020 Jaguar ******* They had the price advertised for $26K I ended up owing an additional $1K on my trade so the total with taxes and fees was around $28,700. As I was signing my sales contract I noticed numbers that were much higher $36K i immediately stopped signing and informed the loan officer i wasnt agreeing to this. What he did was extend my loan all the way to 84 months added in an extra 10K (for him to pocket but adding the extra year makes the monthly payments lower). I was furious and told him to transfer everything back to my original car and I refused to do business with thieves. They begged me to continue with the sale ripped up the contract that had the extra $10K added to it and had me re-sign while apologizing for the inconvenience stating they just wanted me to be happy with the new car and the sale. A month later I received a call that Gettel wanted me to come back in and resign my contract bc it never went through with the credit union. The loan never went through with the credit union bc they still went and submitted the original contract that was torn up in front of me that was 10K more than sticker price and I never agreed to. When you sign youre signing digitally so I presume they just reprinted and submitted the contract with the larger amount. Thank God the bank wouldnt approve me for that much of a loan but I was approved for the correct amount of $28K on April 17th 24. I went into Gettel to sign my new contract and was given my 90 day/3000 warranty. I contacted service to schedule an appointment and have been tossed around all week only to hear from my service advisor *** that they will not be covering my warranty. I asked to speak with someone above her. I got ****** the untrustworthy loan officer that submitted falsified documents to intentionally make a large commission off of my sale. He said my warranty wasnt signed by them so will not be honored

  

  Business Response

  Date: 06/17/2024

  Hello,

        To respond to ************** several claims. First we had to re sign her loan to a different bank when she could not provide the income proof she put on her original application. The only way to get it to fund was by discounting the price she had already agreed to. She had been in the car so long I decided to take the loss to help the situation. The second claim of the warranty. ************** also knows the car does not qualify for a warranty with Gettel as ****** explained to her at time of purchase. She received the un signed form when a different business manager printed every document available on a different trip in.  The issue with the car she is having is with the infotainment screen and would not be covered under the 3 mo 3000 mile powertrain warranty even if it did come with the car. This warranty is for engine and transmission. Let me know if you need any additional information. Thank you for your help *************************, General Manager.

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21852750
  
  I am rejecting this response because:
  As a *********** if you were aware of my situation you should have made yourself present. You should have stepped in sooner than now to try to correct the situation. All of my paystubs and bank statements were present with me on 3/12 when I went into Gettel to purchase my vehicle. That would be very careless of Gettel if you gave me a vehicle valued at $2869.09 without proof of income. As generous as youre trying to appear to be what your salesman **** and loan officer ****** and now what youre trying to perceive is called theft its dishonest, its fraud its crockery. If you look at the original contract and trade agreement I signed dated 3/12/24 the purchase amount was for the stated amount above which included my trade in carryover balance taxes and fees (this is what i signed and committed to $28,69.09). Per attached Suncoast credit union adverse action notice attached dated 4/13/24 Gettel was putting a loan through for $34,338.00 and thats why the bank denied the loan and began asking for other documents (my taxes, which were provided immediately but I only had this years 1099s I had not yet filed). I honestly believe this whole situation couldve been handled better. Firstly, your salesman and loan officers should have some integrity. They shouldnt add bonuses and warranty plans to consumers contracts without their knowledge or consent. Especially, when Gettel has no intention on upholding their warranty contracts. I also, believe that you all could benefit from implementing SOX because clearly there is a huge gap of integrity and honesty when it comes down to doing the right thing. Yes, for a sale youre entitled to make a commission but not to literally **** the pockets of your consumers. This is criminal. *** instead of apologizing and owning up to how I was treated, you felt that your rebuttal of misinformation (you just took the loss and discounted the vehicle for me thousands of dollars ???? but you want to fight me down over a warranty I have and was given by Gettel).
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in for services to be done to my vehicle. Some services I refused because they were not necessary. I was told that a replacement handle for my car was under warranty and that they would work on it. I was told the work was done and when I went to pick it up they did not replace the handle. I was told by one of the service associates that the needed to order the part and have it painted and then they would call me to make an appointment. It had been almost two months and I have not received my part. When I call to leave a message they will not call me back. When I got someone they told me the part for my car was never ordered. When I asked to speak to a manager I was told that they do not work on the weekends and left a message for the manager. I still have not received a phone call back from the manager.

  

  Business Response

  Date: 03/29/2023

  Please call ********************* our service manager and we will help you out.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19867137
  
  I am rejecting this response because: I still cannot reach the manager.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/26/2023

  We have the part in stock, it will be painted next week. When that is done we will call the customer.  *************************, General Manager

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of ********************** for 8+ years, I have bought 3 vehicles from them. Since the purchase of my last vehicle in 2019, I have noticed a severe decline in customer *******. Recently, my *************************** Santa Fe experienced engine issues. I ceased driving the vehicle immediately and had it towed to Hyundai of Lakewood where it was purchased. I was told that assessment could take up to 3 weeks because they were so busy. This left me in a lurch with no vehicle or renting a vehicle for a long period of time, which I explained to them. They said that the vehicle engine should be covered, and Hyundai Corporate would most likely cover my costs for a rental vehicle, as well. My vehicle, which had about 80K miles, was covered under a 100K mile warranty. When I finally heard back from Gettel of Lakewood weeks later, they said that Hyundai Corporate would not cover my engine replacement and there was nothing they could do for me. According to Hyundai ********** ******* records on the vehicle before my date of purchase were inadequate. After many attempts at contacting the Service Manager, Exchange Manager and GM to no avail, I finally received a call back telling me there was nothing they could do or most likely, WOULD do. They could not help me fix my car, nor help me into another vehicle. I feel completely blown off by the General Manager considering I made several calls, none of which were personally returned by him. My car was sold to me by them, and under warranty. I don't understand why Hyundai Corporate would tell me one thing, and Gettel Hyundai would try to negate that and do nothing for me. This has cost me considerably both financially and otherwise. I don't understand why they can't stand behind their own pre-owned vehicles or at least honor their repeat customers by timely returned calls.

  

  Business Response

  Date: 10/13/2022

  ************************ car was towed in to us with the engine ceased. After further inspection it was determined that the issue was Service Neglect. Hyundai motor corp. has declined the repair because there is no service records for the past 20k+ miles and the motor failed because of that. ******************** can not produce any record of servicing and if she can we would be glad to go back with those records to Hyundai Motor and have them reconsider there decision. We have informed ******************** of that and she has yet to produce the receipts. Because of Hyundai Motor's decline as a good faith measure we will be glad to work with ******************** with a repair done at cost if she chooses. Thank you  

• Initial Complaint

  Date:10/11/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 9th, 2022 at 7:30AM, I had to pull over to the shoulder because there was so much moisture on the inside of the front windshield making it impossible to see the road. Thought it had to do with the temperature difference inside the car. Then on September 29th, 2022, I found water on the inside of the windshield again. To dry it, I had to use a squeegy and towels. I called Gettel Hyundai of LWR, and was told someone would call me about the issue. After not hearing from Gettel, I drove to the dealership and then was told it would not be covered under WARRANTY, I would have to contact my insurance. There is NO DAMAGE TO THE ***** ON THE ***** WINDSHIELD NOR HAS THERE BEEN ANY DAMAGE OR REPLACEMENT OF WINDSHIELD PREVIOUSLY. The car has ****** miles.

  

  Business Response

  Date: 10/12/2022

  We have made contact with ****************** and she is bringing her car in and we will get the issue handled.   Thank you 

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18196591
  
  I am rejecting this response because: "**** a LWR Gettel Hyundai representative has YET TO CALL ME AND SET UP A DIAGNOSTIC APPT. IN FACT SHE TOLD ME WHEN I CALLED HER, "DON'T CALL ME, I AM WORKING ON A PLAN AND WILL CALL YOU."  THAT WAS LAST WEEK.   I CALLED THE DISTRICT CUSTOMER CARE, 10/17/22 , AND WAS TOLD TO SET UP AN APPT. WITH THE GETTEL BEE RIDGE HYUNDAI DEALERSHIP FOR DECEMBER 1ST, 2022. I definitely want it on the record that Lakewood Ranch Gettel did not follow through on what they told you they would do.  Thank you very much.  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/31/2022

  We have just spoken with ****************** and have got her an appointment with our ******** store to get this issue expedited. She has an appointment Dec1st. Thank you