ComplaintsforRick Case Hyundai

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 13, 2023, I purchased a new 2023 Hyundai ****** from Rick Case Hyundai, **** ***********, Davie, ** ***** (the Dealer). Please refer to the attached copy of the relevant Vehicle Buyers Order. Without disclosing it and without my consent, Dealer added an Additional Item Sentinel Theft charging additional $434.00 for this unwanted service. Upon discovering this, I immediately contacted Dealers Finance Manager, ***********************, on January 14, 2023, and requested that this item be removed and a refund of $434.00 be issued to me. I was assured that this would be done promptly. Following multiple text correspondence with **************** over the course of the ensuing weeks, it became evident that Dealer was unwilling to issue a refund for this unauthorized addition to the vehicle purchase price. I can only speculate that Dealers expectation was that I would ultimately acquiesce to this and no longer pursue it.

  Business response

  05/10/2023

  To whom it may concern, 

  Upon receipt of the customer's request to cancel the product of sentinel theft, we have issued out a check for the total.  This product was offered while the customer was in the finance office.  The customer later changed his mind and decided he wanted to cancel it.  We do not forcefully add product to any deal.  We have the customers signature on file that he originally wanted the product.  We understand that customers may have a change of mind and requested the cancellation.  however, this does take time to process and therefore the customer needs to be aware of that.  As you can see in the uploaded documents, the customer has already taken the check we sent him and cashed it.  Hopefully this helps finalized this complaint. Thank you. 

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used car from Rick Case Hyundai in Sep-2022. They sent the paperwork to my cell phone for review so I didn't notice that they added ~$4000 of extra services to the financing agreement without discussing it with me (GAP insurance, a car repair contract, and some kind of theft protection program). When I noticed what they had done I complained and they said they would cancel those services right away but 6 months later nothing has been done despite multiple promises from multiple employees. I can't even use these services if I wanted to as I have no paperwork on them so they just took my money and gave me nothing in exchange.

  Business response

  02/23/2023

  Good afternoon.  Please let me begin by apologizing as I see how this could be something that is frustrating.  I have reviewed your file and noticed with my accounting team that we already issued the refund for the etch, and it hit your bank on Feb 6, 2023.  *********** contract is also being processed and it has the original dates you signed so that your refunds will be for the full amount as of the disclosed date of cancelation.  Lastly, we will send you a Gap cancelation form to fill out, as I found out this one had never been done on your end.  Once received we will process it and send refund to your bank account.  

  Now to address the extra services added, each of those items has your signature on the contract.  We understand customers sometimes change their minds and choose to remove the products and that is ok.  However, I have addressed it with my staff member who states he went over the options, and you chose those 3 items.  We thank you again for your business and will work diligently on resolving your cancellations in a timely manner.  Please feel free to contact me should you have any other questions or concerns.  Thank you. 

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my Hyundai Elantra car on 12/17/22 at Rick Case Davie, they gave me all the guarantees, including the oil change and tire rotation up to ****** miles, the first oil change was done at ***** miles, ** that service, the employee informed me that I could do my next oil change at 1***** if I wanted to do it before those miles, I had to pay for it myself. ** the car manual it says that they should be done every *****, not ****** miles as they inform me. For this reason, I did the second oil change at another Hyundai dealer, where they allowed me to do the change at ***** miles. So far, it had already been uncomfortable for me to have to ask that they respect the times for my car's oil change. Now, today 09/01/23, one year after buying my car, the horn stopped working, I checked the fuses and they are working correctly, so I decided to call the dealer since the problem is directly with the horn . From the dealer they inform me that they do not have any appointment available for a month and a half, so I should be left without a horn until that date. I offered them that I could take it to another specialist to fix it, since they do not have availability but that I would take the invoice since my car is under warranty, their response was that they are not responsible for the payment. I use my car a lot, and for work reasons I use the highways a lot. Then what should I do? Running out of horn with a new vehicle, until they can fix it? I feel really cheated, they sell a guarantee service but they can't honor them afterwards.

  Business response

  01/26/2023

  ***************, 

  Thank you for your feedback.  My name is *********************** and I'm the new GM at Rick Case Hyundai Davie.  We appreciate you as a customer, so I wanted to help clarify your concerns.  First thank you again for your purchase of your new vehicle with us.  That vehicle you purchased came with a maintenance package from Hyundai Motors call HPP (Hyundai protection Plan).  Attached you will find this plan, and it will explain that intervals at which Hyundai expects the vehicle to be brought into a dealership.  As far as your mileage concern, we must stick to the guidelines provided by Hyundai, and you will see that in the attachments.  Regarding the horn situation on your steering wheel, I have spoken to my service Director who informed me that you have an appointment for this upcoming Monday to have that looked and hopefully fixed (assuming parts are available).  Please understand this is an issue that Hyundai will gladly back up for you as they are very much in the customer service business.  We at the dealership level will also do everything we can to correct this issue in a timely manner.  We never want anyone to feel cheated and will honor our guarantee for great service. Should you have any questions or concerns please feel free to contact our service director **************, or myself and we will gladly speak to you.  Thank you again and see you soon. 

  Customer response

  01/26/2023

   
  Complaint: 18710312
  
  I am rejecting this response because: Yesterday 01/25, through a client, this person recommended me to call ****** Hyundai/Genesis in *****, I called and I got an appointment the same day, not only that they attended me 100%, but also since I had to leave my car, they gave me a looner without any problem, today 01/26, they checked my entire car, they sent me a video of the car's diagnosis, they changed the failed parts using the warranty, and today my car was fixed. ************* did not give me any solution, since 09/01 I was without a horn, and they had just offered me an appointment for 02/27, now as they were affected and in trouble, an appointment magically appeared for the next Monday?
  
  Sincerely,
  
  ***********************

  Business response

  01/31/2023

  ***************, 

  Please let me begin by explaining that this is not ************* attempting to correct your concern because we "were affected and in trouble" as you stated. We were simply attempting to help you out as a customer of ours.  In order to do that, we had to shift around our schedule which we did gladly and gave you an appointment for the following Monday.  Please understand that not every dealership has open availability for service at all times. I am happy for you that the other dealership in ***** had an opening and was able to get you in right away.   My intention once I read your initial concern was to do what was within my power and help out your situation.  I also understand that an issue may be frustrating at times, but our job is to do right by our customer and that is what we attempted to do for you.  In the future, please advise if I or my staff can be of assistance.  Thank you.   

  Customer response

  01/31/2023

   
  Complaint: 18710312
  
  I am rejecting this response because: I already wrote it in the previous text, ************* did not give me any solution when I called on January 9, I explained what my situation was and *************'s staff did not care. In fact, the employee told me that they couldn't do anything for me, that I had to wait until February 27, which was the closest appointment. Nobody called me between January 9 and 26, which just coincidentally was the same day that BBB sent me the communication from the new GM. I gave this dealer several chances, and now I'm tired and disappointed, I've learned my ******* I will never go back to this place again and of course never again, to buy a car from *************. I'm sorry that they are losing clients for not being professional, I keep saying that they are a scam.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car in originally on 8/10/22 for a simple oil change and tire rotation. When they went to give the vehicle back to me it would not start. ******************* blamed it on the battery which I know is not the issue because my battery was less than a year old and my car had been starting with no issues. I accepted a discounted battery which felt like a sham. Less than two weeks later my starter happened to go out. I towed it in myself and was in a rental for 21 DAYS while my starter was on backorder. I paid over $800 for a starter from them. Upon picking up my vehicle 3 weeks later, my AC was not blowing cold. I have never had AC issues before this it had worked perfectly the day before I Towed it in. I brought it back again for this, and they said it was a compressor and tried to charge me $1500 for something that happened to my car under their care. I believe they are being dishonest and purposely causing issues in my car so that I either keep bringing it back or buy a new car from them. They aggressively reach out to me to sell my car and buy a new one from them.

  Business response

  09/27/2022

  Starter was replaced 9/14/22 vehicle returned 9/22/22 stating ac is not cooling after inspection found ac compressor failed unrelated to starter replacement.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see initial complaint details here: BBB Complaint Case# ******** (Ref#************-********-*******) We submitted the previous claim after the dealership wasn't responding or resolving our car issues. The car was bought new back in 2016. In 19-2020 approx., It started over heating and leaving me in the middle of the road. Dealer was unresponsive until I submitted BBB complaint. After that, they had to replace the engine and water pump TWICE. Since then, the car is once again over- heating and has left me again on the middle of the road. Much like the first time, I have contacted the Manager of Service at **** ****, The Director of Service **** ***** and ****** which is the Case Manager. No one has responded. I want someone to contact me ASAP to resolve this issue before I have to escalate it.

  Business response

  05/06/2022

  Client's vehicle is currently at the dealer found a hose leaking repair will be completed by 5/7/22

• Initial Complaint

  02/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Allow me to preface this by saying that I have never had an issue with this location before, and I respected their professionalism up until now. On 2/18/22, I took my car for a coolant leak issue, as well as a battery change, routine oil change, and tire rotation. I was unable to locate the leak by myself, so I brought it in, agreeing to pay the diagnostic fee of $220.00 if I chose to not let it go toward any repairs. After a couple hours of waiting, my service rep, **** *******, came back to me and informed me that it would be an expensive repair: allegedly my turbo housing was cracked and was leaking coolant; he told me I needed a complete turbocharger replacement. I asked him if he was positive that's what the issue was, and he insisted that it was, telling me that he would knock off an hour of service fees due to how expensive it was (over $2,000). I told him I would be back another day to resolve the issue due to how expensive it was; I did not have the funds prepared at the time. In the meantime, I took it to a different mechanic for a second opinion, where he physically showed me exactly where the problem was. I was clearly able to see the leak was coming from a gasket on the turbo - a $10 part at most. I was almost conned out of spending $2,000 and am extremely disappointed at this. I will not be taking my car for service here again; this is not the first time something like this has happened. They once told me I had to replace an entire catalytic converter for a simple O2 sensor fault (I did not mind because I was under warranty at the time). This is a terrible show of dishonesty from you guys, and it is impossible to make such a blatant mistake. I am confused as to how I can be charged for a totally incorrect diagnosis. My service rep even went back twice to 'make sure' that was what the issue was. Attached is an image stating that I need a turbo following the diagnosis; next image is the quote of $2,xxx. Again, very disappointed.

  Business response

  05/09/2022

  Would like to inspect repair that was done

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I brought my **** ******* ******** in to the business on two different occasions 11/29/21 and 1/14/22 to fulfill obligations for an open recall for wind noise. I provided a video with proof that it is impossible to use the hands free phone for business while at highway speeds. I provided a video to the Service Advisor the second visit but was told there is nothing they can do. I was unable to upload the video but I’ll gladly send via email if needed. Any help is truly appreciated and I don’t want to get rid of a vehicle I have only owned for a short period of time. Much appreciated

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 21st, 2021 my **** ****** window got stuck mid way and would not roll up. I called **** **** Hyundai to see if they could at least get my window to roll up once. I spoke to an associate who stat that they do not do walk-ins and it's by appointment only and they are book for the next month. I asked the guy agin if they could at least get my window to roll up once and then I will call to schedule a later appointment for them to fix it. They guy was dismissive and said No. I ended up paying an outside company for the repair in which over $500 was spent to fix it. A few weeks later I had a regular service appointment at **** **** Hyundai and while speaking to the tech, I was informed that my car is still under warranty and I wouldn't have had to pay to get my window fixed at the dealership. This information should have been explained to me when I originally called the dealer. Today, I called Hyundai's corporate office to see if I could be reimbursed and they said No.

  Business response

  12/07/2021

  Business Response /* (1000, 6, 2021/10/25) */ I have contacted Hyundai to get a reimbursement for you I will contact you within the next few days I have started a claim Consumer Response /* (3000, 8, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Response from the business is still pending. I have attached the receipt as proof of the incident. Business Response /* (4000, 16, 2021/11/09) */ *********** We are working on Hyundai making an exception for the customer. This process takes time. All the shops were backed up with appointments and she went to an outside company to fix her window. We told her we would help her get reimbursed but are working with Hyundai since they denied the first time due to using an outside vendor. This is beyond our control and there is a process involved. We are representing the customer and helping her in every way we can with the factory but its up to them to approve and has nothing to do with any negligence on our behalf. ******** **** General Manager **** **** Hyundai 3550 Weston Rd Davie, FL XXXXX XXX-XXX-XXXX Office XXX-XXX-XXXX Mobile XXX-XXX-XXXX Fax ************@rickcase.com Business Response /* (4000, 21, 2021/11/23) */ Hyundai declined the reimbursement because it was not done at a hyundai facility and they have no record of her going to any other dealer to attempt to fix. We will, although not responsible, cover it in good faith since she is a good customer of our store. Mark will be processing reimbursement next week and she will have check the week immediately following Thanksgiving It does not allow me to state this on BBB file so I will send here ******** **** General Manager **** **** Hyundai 3550 Weston Rd Davie, FL XXXXX XXX-XXX-XXXX Office XXX-XXX-XXXX Mobile XXX-XXX-XXXX Fax ************@rickcase.com

*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. ↩