ComplaintsforHyundai of Orange Park

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 Hyundai Elantra from Hyundai of Orange Park. I took my car in ************* advising I have a leak in my passenger rear door. All the mechanics would say is they COULD NOT RECREATE THE ISSUE. After 1 of these trips to the dealer ship it started raining. I walked out and YES my car had water in the door jam and my floor board was wet. I went back in and the **************** associate came out took pictures to show the issue. My door seals were replaced BUT THAT DID NOT FIX THE PROBLEM. I complained over and over to them and all they wanted to do was sell me another car. I emailed to owner and GM with NO RESPONSE. SO I am now stuck with a car that leaks water inside and MAY have mold growing in my car. I am out of my warranty so they do not care. I tried to file a Lemon Law suite, but due to the Mechanic not being able to recreate it I have no Law suite. I AM paying alot of money for a piece of JUNK!!! The owner and GM DO NOT CARE ABOUT THERE CUSTOMERS!!!!

  

  Business response

  06/04/2024

  We are working on getting her in a new car.  Ive been in contact with her for over a week now.

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

  Customer response

  06/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21708796

  I am rejecting this response because:  

  Yes *** has been in contact with me trying to get me into a new car.   BUT they are not able to get my payments to where I need them to be.  I have even advised I will down grade the options I want in a car to get the payment down.  I was told by *** on 5/31 he was going to look into something and call me back in 10 minutes.  That did not happen.  So on 6/2 I sent *** a text message advising him that I am okay to switch to a cheaper car.  *** responded on Monday and that he would start working on this change on Tuesday 6/4.  On Wednesday 6/5 I received a text message from *** stating "working on your Elantra as we speak".  I did not hear another word out of him until I texted him on 6/6 asking for an update.  *** responded with "I'm having issues with getting to that payment" I then asked *** "Where is it so far?  And I'm just confused on why?  I have even said no extras on the car".  *** then responded he would call me, that call never happened.

  My issue is still this is a 2021 vehicle only 3 years old.  It has leaked since I purchased it, it was reported time after time to the dealership while it was still under warranty no mechanic at the dealership could find the issue.  Luckily I was at the dealership it rained and I was able to show them the leak.  I was told it was fixed.  BUT it was not the vehicle still leaks.  I have also asked numerous time about possible MOLD and RUST under the carpet.  NO ONE seems to care about that issue.  NOW I have a 3 year old vehicle and the ** is going out.  

  Regards,
  

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

  

  Business response

  06/07/2024

  I sincerely apologize for the issue that you are having with your car. When we first found out about the issues with your window, we did everything in our power to get it fix, as well we cleaned your vehicle and checked it for mold.Although this is a HYUNDAI issue not Hyundai of Orange Park issue,   Ive went and got some extra trade assistance to help get you out of your vehicle.Unfortunately at the present moment you cant go up in payment $75 a month. At anytime you think you can go up in payment feel free to reach out. We want to help you. Just after speaking with ****************, she is bringing her car in tomorrow to have us look at her A/C. I told her we will give her assistance with getting it fixed.

  Customer response

  06/10/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21708796

  I am rejecting this response because:  I have tried to contact HYUNDAI regarding the leak issue (that is not my window the water runs between the door and the car and in through the bottom of the door.  My door panels and seats are NEVER wet, just my floorboard,  and was advised it was the dealership issue.  SO here we are running in circles.   ALSO, I had advised you numerous times that I am not able to go up any in my payment.  I am the only person who makes this payment.  

  Yes I came in on Saturday. ******* and everyone in service is amazing very helpful   BUT I was also told it is going to cost about ******* to have the ac on a 3 year old vehicle fixed.  

  I am at a point of not know what to do anymore.  AGAIN this is a 3 year old vehicle and I should not be having any of these issues with it. 

  Regards,

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

  

  Business response

  07/09/2024

  I'm deeply sorry that you've had these problems with your vehicle.  We have done everything in our power trying to help you.   Unfortunately,  your present budget won't allow you to trade to a different vehicle.  If at any point your budget is to change, we will be more than glad to help you get out of your vehicle. 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a used 2015 ************* from Hyundai of Orange Park in March 2023. With this purchase we were offered an extended warranty from a 3rd party vendor through the dealership. The finance manager stated it was a bumper to bumper warranty covering all states of repair as long as it was within 2 yrs or ****** miles which ever came first. Within 6 months and less than ****** miles we started having issues with the jeeps engine. We took our vehicle to the local Jeep dealer for any and all issues right away. We were then told in December 2023 that our Jeep would need an entirely new engine due to a warped block. The warranty company refused to cover the cost of repair. The repair is going to cost around $12,000. We reached out to the dealership multiple times for help with this issue since they sold us the vehicle and warranty. We believe this issue existed prior to our purchase of the Jeep feel that Hyundai knew of these issues when they sold it to us. We are very disheartened by this as we really love the Jeep. We are only seeking what is right and to have the dealership uphold their end and cover the cost of repair. It has been since December and we are still without the vehicle.

  

  Business response

  04/17/2024

  I want to start off by saying that I can understand your frustration with having to deal with this issue. It is unfortunate that the car developed engine problems.
  
  I want to assure that prior to the sale of all cars. They are inspected and must pass a safety and mechanical inspection. If a car has any underlying problems prior to sale, they are addressed and resolved.  With this being said, please know that at the time of the sale there were no issues to our knowledge.
  
  When you first reached out to us in the beginning of February because of the engine problem. You were looking to see how we could help you out the issue because you bought a warranty, and the warranty company was not willing to pay for the engine repair.
  
  We in turn reached out to the warranty company to try and see if they would be willing to cover the cost of the repairs and they advised us that they covered a portion as a good-will gesture but would not cover anything further because of the engine block warping was due to overheating. They advised they do not cover repairs due to overheating of the engine.
  
  I would like to bring to your attention to the following facts. Based on the complaint and the service record provided and attached herewith.
  

  1. The vehicle was purchased the vehicle on March 8, 2023.
  2. To our knowledge and based on conversations had with you. The car was taken to the Jeep dealership on 12/7/23 for the first time for a battery replacement.
  3. At that time the car was in your possession for a total of nine months not six months as mentioned in the complaint.
  4. The car was then towed to the Jeep Dealership again on 12/08/23. This time because as noted on the service record "Picked vehicle up now has a check engine light on and is running hot" They replaced the radiator because it had a crack on the right side. 
  5. As mentioned by both of you to my assistant,  the jeep dealership covered the cost of the radiator repair because they misdiagnosed the issue the first time you took it there.  
  

  Although I am not a mechanic,  I have spoken with my service manager, and he has advised that a leaking or clogged radiator can cause the car to overheat which in turn could have caused your engine block to warp. Since we do safety and mechanical inspection prior to sale, if there was a leak or a clog in the radiator, it would have been caught at that time. Also, as mentioned before, you were in possession of the car nine months prior to it showing any issues. With this being said, I do not feel that we are at fault for the engine problem. I would suggest that you go after the jeep dealership, being that they misdiagnosed the issue the first time. It appears suspicious to me that they would cover the cost of the radiator replacement. 
  
  We have done everything that we can from our end to try to assist you in this matter and even offered to cancel the service contract and refund you 100% of the cost of it. We are still willing to do so,but that is all we can do to remedy this situation. Please advise if that is something that you are still interested in doing.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December of 2022, the warning system of my hyundai sonata hybrid shut my car down. I had it towed to the dealer (12/29/22). All I could explain is the warning system came on then shut the car down. They analized the problem as to replace the c-mdps ecu, c-mdps power pack assembly. Cost $3230.52 advance payment. I paid the fees. I also told them about the recalled letters I received. between January 2023 - June 2023, I was told first, the parts had not come in, then late they were waiting on approval from Hyundai corp. to approve some other needed work. August 2023, I was told my car cold not be repaired and I needed to remove it from their property. I removed it and filed a complaint through Hyundai -National consumer affairs. September 2023, I was contacted by Hyundai - NCA, (Estefany, by email) to return the car to Hyundai of Orange Park, ******, Oct 6th 23, and they will repair the car. I returned it. I checked back every date they said the car would be repaired, no repairs done. December 27th, 2023, Dealer called said Hyundai-NCA has canceled repairing your car. 01/29/24, ****** (case manager consumer affairs). called to confirm cancellation of repains. Reason: Hybrid battery has died and they will not replace it. out of warranty. ****** said car set so long (over a year) the battery died. I can't afford to replace the battery, car value is below battery cost. I retired with little income. I've been denied a loan to purchased a new car. My car is listed in the class action settlement. I need help to get it repaired.

  

  Business response

  01/31/2024

  The customer is the 2nd owner of the vehicle.  It has ******* miles, which puts it way out of warranty. The parts replaced had to be replaced first ($3230.52) to further diagnose the vehicle. The conclusion was that it needed a hybrid battery.
  
  The customer wanted a refund at that point, and we explained that those parts that were replaced needed to be replaced because they failed first.
  
  We applied for goodwill on the customers' behalf to HMA on 04/07/23 and it was declined. We tried again on 12/22/23 and it was declined once again.
  
  Unfortunately, Hyundai declined to assist this customer and that is of our control.

  Respectfully,

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

  General Manager

  Customer response

  02/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21217453

  I am rejecting this response because:  I understand the good favor they were doing, checking other recalls.I was aware of and not aware of some of the recalls on this vehicle. their service advisor said my car was under the 10 years, ******* miles warranty. He said they was checking other Items on my car, waiting for approval from Hyundai corp office. When he quoted me a price for repairs, I paid it in advance, in good faith. Thinking, these C-MDPS, ECU, etc is all it need for repairs. I'm not a mechanic, my trust was in Hyundai of O.P.. You call months later, stating you can't fix my car. Given NO reason. I didn't understand your actions, but I'm not a mechanic. You even approved refunding my money. then reneged on that too. Your service advisor said the forms was submitted. After talking to Hyundai corp again (they called me, I did not call them). ***y approved to have the car fixed. Sent me a email of date and time to return the car and the personnel to see. I would have not returned the car if they had not approved the repairs. THEY APPROVED THE REPAIRS. Hyundai of O.P. received the same email. Now, in December 2023, you renege again, say it's out of warranty, ******* miles, not ******* miles. *** hybrid battery is dead. You're not going to approve repairs.  I have nothing to add to this situation but a verbal conversation and my receipt of $3230.52.  I would have loved to have my car fixed. ***n I would have known HONESTY is back in customer service.

  Regards,

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

  

  Business response

  02/07/2024

  The vehicle is almost ******* miles out of warranty for subsequent owners. We explained to the customer why a refund was not warranted due to the process of elimination diagnostic procedure, which he understood and agreed too. There is nothing else we can do at this point due to Hyundai Motor America not willing to assist with the battery. 

  Respectfully, ***************************, General Manager

  Customer response

  02/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21217453

  I am rejecting this response because: I was not told anything about not being refunded. The service advisor and I continued to pursue the form filed for the refund, when I retrieved my car and returned it for repair. I was always told it's sitting on the manager disk signed, but not submitted.

  Regards,

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

  

  Business response

  02/12/2024

  **************** needs to take this up with Hyundai Motor America.
  
  Both the manager and the service advisor sat down with this customer and explained why we are not committed to a refund as explained on the previous responses. As explained to the customer, the parts have been installed on this vehicle and cannot be removed to be sent back to Hyundai due to the Hybrid system. All of this was explained.
  
  There is nothing more we can do at this time.
  
  The customer has been told this would be covered through consumer affairs agent repeatedly dating back since 2022 - 2023.  He needs to reach out to Hyundai regarding HV Battery.

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

  Customer response

  02/16/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21217453

  I am rejecting this response because: This is the first time I'm ever hearing this or speaking to ****************** or the service manager throughout this whole ordeal. I"m not going to continue to hackle about this service. Promises was made to repair the car. Forms was filled out to refund my money. They reneged. Thanks for your help.

  Regards,

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

  

  Business response

  02/20/2024

  As explained before, both the service manager and the service advisor has sat down with **************** to explain why we are not committed to a refund. The parts have been installed on this vehicle and cannot be removed to be sent back to Hyundai due to his vehicle being a Hybrid system.  Weve explained this numerous times.  We do sympathy with him not being able to afford another vehicle and / or battery, although there is nothing else we can do at this point due to Hyundai Motor America not willing to assist with the battery. 
  
  **************** has been told he would need to reach out to the consumer affairs agent for further assistance.  We encourage him to do so to rectify his situation.  Their number is **************.
  
  Thank you,
  *********************, General Manager

• Initial Complaint

  12/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 29th I returned a vehicle that was previously purchased from Huyndai of Orange Park. This was the the option that was given to me when I met with the General Manager *********************** and General Sales Manager ***************************. Upon such I had previously purchased the other vehicle on June 2nd. Afterwards I discovered that there were three hard inquiries on my Equifax Credit Report in which I brought to the attention of ***********************, *************************** and the Salesman who sold me the vehicle ***********************. *********************** informed me to dispute two of the hard inquiries that were done one on June 2nd for HHH Motors and the other one on June 30th for Hyundai Financial Motors and upon the dealership being notified they would not respond and it would be removed. Afterwards, I contacted *********************** again and informed him that the Hyundai of Orange Park needed to contact Equifax in order to rectify the matter which was never done. I was also charged for in the sales contract for Hanania Family Plan which I have attempted to contact my Saleman *********************** on several occasions to ask about. He has yet to respond back to my emails and phone calls in which I have attempted to contact him lately. I was informed by him that I would be able to receive on occasions complementary car washes however the last time I was at the dealership on September 12th I was informed by *************************** that I would have to pay for and car washes that I received. Afterwards leaving the dealership and speaking with ******* he informed me that complementary car washes were at no cost. It does concern me why General Sales Manager *************************** would tell me such knowingly I am a 100% disabled senior citizen. This is certainly not what I anticipated upon purchasing a vehicle from Hyundai of Orange Park. Throughout, all of my experiences of purchasing a vehicle this has been the absolute worst!

  

  Business response

  12/19/2023

  The hard inquiry from HHHmotors and Hyundai Motor Finance can be removed.  Concerning the car washes, whenever there is a service performed by Hyundai of Orange Park, she does have an option to have a complementary service wash done.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11-*4-*0*3 b*ack Friday, I went to there dea*ership to *ook around for a vehic*e and eventua**y I purchased a Tucson *imited with no sticker price on it , so anyways I asked the sa*esman to run my credit once , but somehow they ran it 6 times and then to make things worse, they used there bank to finance an indirect *oan Without asking me did I want to use my bank to finance an direct *oan, that's rea**y unprofessiona* of them to just vo*unt**r themse*ves to get a Kickback or more money . When they ran my credit 6 times it caused Me to have a higher interest Rate instead of the *ower interest rate. So since it was a misunderstanding on their part not asking me did I want to go finance with my bank instead of theirs. I want my Down payment back and I wou*d be a happy customer.

  Customer response

  12/14/2023

  Upon request ,  I ask the sa*esman if the ran my credit score one time and he said they do . But they ran it 6 times , Here is proof . 

  

  Business response

  12/19/2023

  After speaking with **. *** *ast w**k, there was a miscommunication betw**n him and the finance department. The reason for mu*tip*e credit pu**s is that we were shopping for the best rate for the customer.   After speaking to *** *** and addressing these concerns, I to*d him on his next service visit we are going to assist him on his bi**.

  Customer response

  12/19/2023

  *et me know If you received this emai*,  anyways I never won anything in my *ife hopefu**y this time is the first,  so I rea**y wou*d *ike my $ **** back from this , but I wou*d be in agr**ment to a $**** sett*ement and move on from this and it wou*d be a good Christmas.  Hopefu**y both parties understand and we go forward thanks. 

  Customer response

  12/19/2023

  [To assist us in bringing this matter to a c*ose, you must give us a reason why you are rejecting the response. If no reason is received your comp*aint wi** be c*osed Administrative*y Reso*ved]

   Comp*aint: ********

  I am rejecting this response because:

  Thank you again , I read there message and we did ta*k about the next service , but that's sti** not good enough and I wasn't asked did I want to use my bank or their bank , a*ways ask don't assume or try to get a kickback or more money. I reject and *ike I said a sett*ement of $**** wi** be great*y appreciated. 

  Regards,

  ****** ***

  

  Business response

  12/20/2023

  Attached is a copy of the buyers order for *** ***. It was a down payment not a deposit. (S** attached.)  So its not a refundab*e  or cance*ab*e item.  Its equity that is added to his *oan. 

  Customer response

  12/21/2023

  [To assist us in bringing this matter to a c*ose, you must give us a reason why you are rejecting the response. If no reason is received your comp*aint wi** be c*osed Administrative*y Reso*ved]

   Comp*aint: ********

  I am rejecting this response because:

  I reject the offer made by the business, because a*ot of miscommunication was going on at the time . and I wasn't asked once again,about did i want to go with my bank or there bank , future reference a*ways ask the consumer these questions first and when going in the finance office don't be so eager to make a kickback or more money  that's a** im saying , so just *ike I gave  a $**** down-payment or deposit with no prob*em. I just want the same in return. I even considered $**** sett*ement,  in doing business you want the customer to be happy and satisfied,  not unsatisfied,  I think the sett*ement is the best thing to do un*ess it's a** about the money thanks .

  Regards,

  ****** ***

  

  Business response

  12/21/2023

  Unfortunate*y, your down payment isn't something that can be refunded.  But we can assist you with your next service appointment. 

• Initial Complaint

  11/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought this care 12 days ago. It was fine leaving the dealer ship I work from home and get everything delivered so I dont go anywhere I literally mightve used 20 miles and 3 places and everytime had trouble starting the car. Then there was smoke from it which made me physically sick.

  

  Business response

  12/04/2023

  Good afternoon, after trying to reach out to **************** for the past few weeks she has not returned any of our phone calls. She told our sales Rep to stop calling her. Her car was towed in and after taking a look at it we determined it needed a new battery.We replaced it, tested it and had it delivered back to her house. We haven't received no further communication from her.

  Customer response

  12/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20865481

  I am rejecting this response because:

  i Have had to return the vehicle and the business was of no assistance and ******* for the company dropped the car off with the key in the mailbox and left. Horrible service. Horrible dealership. The car is being picked up as I have surrendered it for being trash. 

  Regards,

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

  

  Business response

  12/05/2023

  We tried to reach out with no response.  The vehicle was in working order when we returned it to her.  She has refused to communicate with us.  We are willing and motivated to communicate with her.  If she has surrendered the vehicle, there is nothing further we can do for her.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a service appointment on 7/11/23 at 8:30 am to get my oil changed and maintenance completed as well as address my paint issue. My Hyundai is a **** ******** and the paint is peeling off in sheets. At my appointment after over 2 hours I asked how much longer and at that time I was told they hadn't even started working on my car. I asked about how much longer I was told an hour. I was there for almost 5 hours and my car was magically done when I told them I could not wait any longer I had to pick my children up. When I went to check out the amount was different than what I was originally quoted. I asked twice for them to double check it and make sure that everything was completed because it was less than the original quote to which I was assured it was correct and that was what I owed. I was told I should hear from them in 2-3 days regarding my paint. I called several times and did not receive a call back. I sent emails to my service provider ****** after not receiving a call back to which she replied on 7/21 (8 business days later) she was still waiting on Hyundai to approve it. I followed up again on 7/25 at which time she said I could bring my car in whenever but I now have an outstanding balance on my account that would have to be paid before they would fix the paint. I questioned how I could have an outstanding balance as I paid exactly what I was told to pay and even had them double check it. They do not give you your car back until you have paid for your service. She then said they made a mistake and tried to contact me the day it happened. They did not contact me. I even checked my phone bill to ensure I had not missed it because I am certain nobody contacted me. There has not been a single call to me and not even a mention of this supposed balance until they needed to fix their faulty paint job 2 weeks later. It is completely unprofessional to try to claim a balance weeks later in lieu of repairing what is Hyundai's fault.

  

  Business response

  08/24/2023

  We have reached out multiple times to the customer and have left multiple messages with zero response. We would love the opportunity to address the customer's concerns but we need her to respond to us for that to happen.

  Customer response

  08/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: No body has reached out to me prior to yesterday. ****** emailed me yesterday afternoon 8/24/23. That is the first communication I have received back since the complaint. She did agree to resolve the issue and I will update if it is completed. 

  Regards,

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

  

  Business response

  08/28/2023

  We were able to make contact with the customer and get everything resolved.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Very disappointed with my recent experience there. I dropped off my car to get four new tires, an oil change, and a recall fixed. After waiting for 5 hours with no communication, I contacted them and they said they were "still working on it." I understand this was not just a simple oil change, but 5 hours seemed excessive. After 7 hours, I came to the dealership because it was getting a little ridiculous. I got the car back after 8 1/2 hours (dropped off at 7AM - picked up at 3:30PM). The check engine light was on and they couldn't fix it. They said they needed to "order new sensors" as they broke the old ones when they replaced the tires and told me "they would call me when they came in". Three weeks later and nothing. I spent over $1,000 on the new tires and I know I was overcharged on them, but I've had positive experiences with Orange Park Hyundai before and decided to do it anyways. I want to know what happened, why the customer service sucked, and what they will now do in regards to my broken car!

  

  Business response

  07/25/2023

  Sorry for the delay in getting back to you, I wanted to wait until the job was completed before updating you. I am not sure why he felt that he needed to complain to the BBB, we acknowledge that the sensors were damaged and that we were going to replace them at no charge to him. Unfortunately many parts with Hyundai are on back order and this was one of them. The parts came in and we reached out to schedule a time for him to come in so could fix it but as of this writing, he has been unable to or unresponsive to scheduling the service. We will continue to reach out as we want to get this resolved as soon as possible.
  
  Thank you and as always, please feel free to reach out to me with any further questions.
  

  
  

  Customer response

  08/21/2023

  Hello, This is the second time I've had to reach out to the Better Business Bureau regarding this company. I brought my car to Hyundai of Orange Park for service in June 2023. After a horrid customer service experience (in which I waited 8 hours with no responses in relation to the status of my car), I got my car back broken. The company had damaged the sensors in my car causing the check engine light to show. The company did indicate they would fix the sensors they broke which I appreciated. After not hearing from them, I submitted a complaint with the Better Business Bureau which then lead them to contact me to let me know that they had the sensors. As I am out of the country until December, I had asked if the sensors can be held until that date. Further, I had asked them to order a replacement key for my car (something they didn't have on stock). Sadly, after the Better Business Bureau complaint was closed, they went back to ignoring me. I sent a screenshot showing how I reached out on August 6th and they are ignoring my requests now that the Better Business Bureau complaint is closed. I'm very frustrated by they lack of professionalism and customer service. I know that these complaints get read by the owners of the organization so I'm hopeful I'll receive a resolution to this problem. Simply put, I (1) Want confirmation the Sensorys will be there for my appointment on Monday, December 18th and (2) I want confirmation that the replacement key will be ordered so that I can get it on Monday, December 18th. As I live outside of the country, I need to ensure these things are done. I'm hoping that the terrible customer service I've been receiving changes. ******** ****** ************

  

  Business response

  09/11/2023

  We let the customer know that we would hold the part and take care of it when he returned in December.

  Customer response

  09/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  The company DID NOT let me know they would hold the part. However, as they have acknowledged this in the BBB message, I'm happy with the response. 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After 5 years of getting service and warranty work done, I can't recall one thing they ever fixed other than the air conditioner, which as I recall was after the warranty was expired. My emergency lights would all come on for no reason and still do on occasion. My blind spot detection has been functional less than half of the time, and still doesn't work. They hook things up to their computer and recalibrate them and a week later, it breaks again. Half of the time, I was told they couldn't replicate the problems so they couldn't be fixed. If the machine doesn't find it, it's not there.I doubt they ever look at anything with their own eyes. I went in last tear with a transmission problem and was told that I had a total transmission failure and was presented with a $5000 estimate to replace it. I asked if they checked everything and was told that they didn't even look at it, the computer told them. It's been over a year and I've towed my boat to the Keys twice. It's still working but could use a real mechanic to check the problem.

  

  Business response

  06/13/2023

  **** ******* brought his vehicle in for Service on the 26th of April 2022 with ABS,TCS AND DOWN HILL assist warning lights on. He also had a transmission concern of " banging " when shifting from 1st to 2nd gear.
  
  The technician did not find any warning lights on the dash when he took possession of the vehicle to diagnose in the shop. Scanned the Power control modules in the vehicle with a GDS scanner and no trouble codes were present in any of the systems and there were no pending or history trouble codes either.
  
  The technician test drove the vehicle and confirmed the transmission is shift banging from 1st to 2 gear.
  
  However, there was a technical service bulletin for a transmission control module update which was approved by **** ******* which may resolve his transmission concern. This is the first step of the diagnoses that the technician has to follow first.  The tech performed the software update and test drove the vehicle again and found that the vehicle is now performing as designed without any bang shifting or any other concerns relating to the transmission.
  
  *** ******* also approved additional services while the vehicle was here, brake job, engine oil change, battery, air filter, cabin filter and performed a Recall for the emission system as well. All these repairs and services were completed by certified technicians with no complaints from *** *******.
  
  *** ******* left the repair facility on the 28th after the services were completed and called back the same day to report that the transmission is still shifting hard at different times, and we asked for him to return the vehicle for further diagnoses.
  We performed another diagnostic scan and there were no codes in the system, after further investigation it was found that the transmission has an internal malfunction, and it will require replacement. 
  
  *** ******* said he will return for the transmission replacement but never came back and continued to drive his vehicle for over a year in this condition, even towing his boat in this condition. 
  
  We will be more than happy to accommodate *** ******* with a transmission replacement at a discounted rate but more unforeseen damage may have occurred while driving the vehicle in this condition for over a year.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They told me they service the car. And they didn’t they seen me a car with all types of problems.

  

  Business response

  05/02/2023

  Customer bought an as is vehicle.

   

  We sold the vehicle at a price adjusted for the condition of the vehicle.

   

  Selling price was $8,970.

  ***** **** **** **** market price was $15,994      

  ** ***** ****** ***** was $13,250  

   

  It went though our service department February 25^th for oil change and multi-point inspection.

  On the 6^th of March (day of purchase) there was an issue with the serpentine belt coming off so that was fixed at no charge.

   

  The customer never reached out to me with any other concerns.

   

   

  ***** ******

  General Manager                                                                                   

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