Complaints

This profile includes complaints for Rick Case Auto, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rick Case Auto, Inc.

  3190 Satellite Blvd Duluth, GA 30096-4616

  
• 

  Rick Case Auto, Inc.

  2493 Pleasant Hill Rd Duluth, GA 30096-4325

  
• 

  Rick Case Auto, Inc.

  3180 Satellite Blvd Duluth, GA 30096-4616

  
• 

  Rick Case Auto, Inc.

  11446 Alpharetta Hwy Roswell, GA 30076-3801

  

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:04/14/2025

  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 purchased a 2018 **** S5 Sportback from ******** **** in late December 2024 as a gift to my wife and me. We had just lost our youngest daughter to a congenital heart defect in October and hoped this car would be a small step toward healing. Weve always admired **** vehicles, and this felt like the right time to invest in something ************* part of the transaction, I was sold a $3,825 warranty based on verbal assurances that it would include full powertrain coverage. After the sale, I received a USB with documents, but the warranty paperwork was missing. I asked for it multiple times and was only provided a screenshot of the cover page. The finance manager ***eatedly told me I had nothing to worry about.I contacted the warranty provider (Protective) directly and was informed the policy did not cover powertrain components. The warranty was clearly mis***resented. I canceled the policy with Protective, who confirmed the cancellation, but ******** **** has delayed refunding me. It has now been over six weeks, and I have been told to wait at least two more. I am owed $4,092.75 (warranty plus 7% tax). This refund should be processed immediately.Shortly after taking delivery, I also discovered oil leaks not present during the test drive. The general manager eventually stepped in, but their service department tried to bill the canceled warranty. I declined to authorize it, as doing so wouldve reduced my refund.I am also requesting my loan be recalculated to remove the warranty cost from the financed amount, as it was added through ******************** sales *** was so disheartened by what occurred that he left the dealership. Im sharing my experience in good faith and respectfully ask for full resolution.

  

  Business Response

  Date: 04/14/2025

  Dear Kasim,
  I hope this message finds you and your family doing well. I wanted to personally reach out after reading your recent review and BBB submission. First and foremost, I want to express my sincere condolences once again for your unimaginable loss. Our conversations have always been meaningful to me, and I truly appreciated the time we spent together when you purchased the **** S5 Sportback. Im sorry to hear that what should have been a healing and positive experience was clouded by frustration.
  I want to assure you that I take your concerns very seriously, and I will be personally conducting a thorough review of your file to ensure we resolve the matter swiftly and appropriately. Specifically, I will be looking into the status of your vehicle service contract cancellation and the associated refund. You have my word that Ill provide you with a clear and detailed update within the next 24 hours.
  I also tried calling you just a few moments ago but reached your voicemail. Please know that Id welcome the opportunity to speak with you directly if you have time to reconnect. I remain committed to doing whats right and ensuring your concerns are addressed respectfully and professionally.
  Thank you again for your patience, and I look forward to speaking with you soon.
  Warm regards,
  *****

• Initial Complaint

  Date:04/07/2025

  Type:Product 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 bought a car from **** Case in Duluth, **, and paid it off. I was supposed to receive a refund check from the ************* bought through the dealership, but it's been over six months and I still haven't gotten it. The company claims they issued the check but sent it to the wrong address, even though this isn't the first time I've bought a car from them. Now they say the check was cashed by someone unknown, and I have to fill out a claim form to get my money back. They're telling me I'll have to wait another six months to receive the refund, which is unacceptable given the current tough times. It's been a struggle to reach them on the phone, and I feel like I'm having to beg for my own money back.

  

  Business Response

  Date: 04/08/2025

  Attached is the check the endorsed by customer for her cancellation. Dated January of 2025. 

• Initial Complaint

  Date:04/04/2025

  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.

  Rick Case Kia Duluth did recall motor replacement on my Sorento. The motor mounts are bad and I've been trying since January to get someone to help me and can't get the service manager ****** or anyone else to call to help me, despite numerous messages left.

  

  Business Response

  Date: 04/11/2025

  Thank you for the opportunity to address the concerns raised regarding the service on the Sorento. We take customer feedback very seriously and appreciate the chance to clarify the situation.
  After reviewing the details of this case and speaking directly with the customer over the phone, we would like to offer the following explanation:
  Clarification of Service Performed:
  During our phone discussion, it became clear that the customer had believed that the motor mounts were replaced during the motor replacement conducted five years ago. Our records, along with our discussion, confirmed that no motor mounts were replaced at that time. The mounts currently installed are the original equipment on the vehicle.
  Vehicle Age and Normal Wear:
  The vehicle in question is over 10+ years old. Due to the natural aging and regular wear and tear expected over time, components such as motor mounts can deteriorate. In this case, the failure of the motor mounts is consistent with the expected lifespan of these original parts.
  Warranty Coverage Explanation:
  While we understand that the customer expected the previous service to include the replacement of motor mounts, the scope of the engine warranty extension for a motor replacement did not include motor mounts replacement. The warranty provided covers only engine replace due the rod bearing failure.

• Initial Complaint

  Date:03/28/2025

  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 purchased a 2019 Hyundai Tucson from **** Case Hyundai of Duluth GA in June of 2024 at 55k miles with 1 previous owner. The car was sold to me with a PowerTrain warranty of 100k miles as well as the vendors extended warranty. This vehicles engine was involved in a class-action-lawsuit (April 2024) where Hyundai was found liable for the repair/replacement of these engines if deemed defective. The vehicles engine was seizing up in December of 2024 to which **** Case Duluth replaced the bad knock sensor the same day of my appointment. March 15 2025 the same thing happened again, the vehicle seized up and would not accelerate past 25mph and rpms would not exceed 2rpms (vehicle can no longer be driven safely). I brought the vehicle back to **** Case Duluth for a diag. on 03/13 to which they stated there was sludge in the engine and the engine needed to be replaced. Both Hyundai Corp and ********** have denied the warranty coverage due to a lapse in oil change history from 17k-45k miles - this was during the previous owners ownership, not mine. I should not be held liable for missing service history during a period in time in which I did not own the vehicle. I have attached the service history for oil changes during my ownership to show I have had regular service on the vehicle (*****k miles)Corporate has denied my claim and states the dealership needs to take responsibility. I was told my vehicle needed to be picked up by the dealership as service has not been scheduled; we are still fighting with Hyundai to get this covered (open case with Corporate). At this time I am in a rental vehicle which is costing me roughly $300/week.I have attempted to get this resolved for 2 weeks and have been actively attempting to reach the *** or Service Manager for over a week. **** Case Duluth will not return my phone calls and voicemails.

  

  Business Response

  Date: 04/07/2025

  The complaint relates to only the manufacturer and the warranty company. Denying of the coverage needs to be taken up with them directly and not the dealer. 

• Initial Complaint

  Date:03/27/2025

  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 2/6/2025 Brought my 2016 Hyundai Equuis the with a concern of back up camera not working to **** Case, Hyundai of Duluth GA , Within two days after receiving the car, the back up camera presented with the same problem , contacted customer service at **** Case . Car was brought back to service center and camera was subsequently replaced. shortly, after that on March 12, 2025, third (3)visit returned to **** Case Hyundai with the same problem of camera, not working.. . Car has been in the service department since March 12, 2025 to March 26 of 2025 and the camera has still not been repaired. Visiting the office today to speak to the supervisor ***** ***** still no resolution on hand I am being told that they need to go further In the car at my expense to fix a problem that they stated they fixed as referenced above. camera still does not work. The period of above time frame if I didnt call for an update know one initiated a call. I asked for a car several times and was told the supervisor have to authorize the request and I never got a car.

  

  Business Response

  Date: 04/03/2025

  unfortunately due to the concern your vehicle has (internal electrical concern we contact Hyundai Motor America and were advised the next step in repairing the concern is to remove the dash from your vehicle and inspect wiring harness for any draw, we contacted your extended warranty and they declined to pay for the dash to be taken out. **** Case Hyundai gave goodwill of $880.00 not charged to the customer to attempt to repair vehicle unfortunately the next step is to remove the dash. Since the vehicle is out of factory warranty and your extended warranty has declined authorizing the time to remove and replace the dash the expense would have to be for the customer. **** Case ********************** in good customer service has already paid $880.00 not charged to customer. **** Case will gladly schedule to continue the diagnosis process however customer would have to pre approve the cost of removing the dash.

• Initial Complaint

  Date:03/26/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 am filing this complaint regarding a recent disappointing experience with **** Gwinnett (owned by Rick Case Auto Group) concerning a recall on my 2023 **** Q4 e-tron. After receiving a recall notice, I scheduled an appointment with the dealerships service department to address the issue. The following day, I received an official email from their service department stating that a loaner vehicle would be available for the duration of my service.Based on this written assurance, I contacted the service department to arrange the loaner vehicle. However, the service advisor I spoke with the service advisor who rudely informed me that loaner vehicles are only provided on a first come, first serve basis and that none were available. This directly contradicts the commitment made in their email **************** a customer who purchased a luxury vehicle, I expect a level of service and professionalism that reflects the brands standards. Instead, I was treated with a lack of courtesy and transparency, more akin to the experience one might expect from a budget dealership. This misleading communication and poor customer service are unacceptable.I have attached a screenshot of the email that contains the dealerships commitment regarding the loaner vehicle. I am requesting that **** Gwinnett be held accountable for this misrepresentation and that steps be taken to improve their customer service standards and communication practices.

  

  Business Response

  Date: 04/01/2025

  Dear Mr. ***************** you for taking the time to share your recent experience with us. I sincerely apologize for the frustration and disappointment you encountered during your service appointment regarding your 2023 **** Q4 e-tron recall.

  
  At **** Gwinnett, we strive to deliver a P.U.R.E. experiencepersonal, Unique, Responsive, and Positiveto every client who walks through our doors. Its clear from your message that we did not meet that standard in your case, particularly regarding the communication surrounding your loaner vehicle and your interaction with our service team.

  
  I would greatly appreciate speaking with you directly to understand better what occurred and how we can make it right. Your feedback is invaluable to us as we continue to improve our service and ensure our actions reflect the premium nature of the **** brand.
  Please feel free to contact me personally at ************** at your convenience. I welcome the chance to listen, learn, and work toward a resolution that reflects the level of care and professionalism you deserve.

  
  Sincerely,

  
  *****

  
  ***** ******
  General Manager
  **** Gwinnett
  **********************************************************************, GA 30096
  ************ Office
  ************ Cell
  ************ efax
  ********************************************
  
  The information contained in this email may be confidential and is intended solely for the use of the named addressee. Access, copying, or re-use of the email or any information contained therein by any other person is not authorized. If you are not the intended recipient, please notify us immediately by returning the email to the originator.
   

  
  

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23118201
  
  I am rejecting this response because:
  
  Rick Case Audi service advisor Danzel was extremely unfriendly, impolite, tactless and unprofessional during my visit, he provided inaccurate turn around time due to which I missed my doctors appointment and was charged $50 no show fee. I requested the service advisor several times to provide me an alternative transportation so I can complete my appointment but no one helped me and kept on insisting to wait until my car is ready. Based on the managers response to my complaint, he states that ******* Gwinnett, we strive to deliver a P.U.R.E. experiencepersonal, Unique, Responsive, and Positiveto every client who walks through our doors. However, my experience was a complete opposite of that. They made me feel like I had purchased a $1000 beater car instead of a luxury car.

  In the email, the manager has requested me to call them which I will not be doing it as I had already done that during my service appointment and I was not offered any kind of assistance. So I would encourage the manager to call me at ***************** in order to resolve this complaint.

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

  

  Business Response

  Date: 04/02/2025

  Dear Mr. ***************** you for taking the time to speak with me and for sharing your recent service experience in such thoughtful detail. I truly appreciate you caring enough to bring it to my attentionit shows your commitment to excellence and helps us continue to grow and improve.
  It was a pleasure getting to know you, and I want to assure you that you can expect the utmost care and attention from our service team moving forward. I've also signed a check request to reimburse you for the no-show cancellation fee you incurredwe want to make sure youre taken care of and that your experience reflects how much we value your business.
  I look forward to building a long-lasting relationship with you and your family and am genuinely excited to visit both of your restaurants in the near future.
  Sincerely,
  
  Kevin 
  

  Customer Answer

  Date: 04/02/2025

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

• Initial Complaint

  Date:03/12/2025

  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.

  Several recalls on a *** due to potential fire hazard. On 11-6-2024 we took the car to **** *********************** to be serviced for a recall. The recall notification is attached. It states the car can potential catch on fire while driving or parked due to electrical short circuit cased by a HECU. On December 8, the car had been parked since 6 and caught on fire while parked. We have left 3 message for the Manager of the ****************** for **** Case. If the repairs were made according to recall notification, how can the car still catch on fire while parked. The manager nor anyone from **** Case has returned our phone calls. We have no car, and not enough funds to replace the one that caught on fire. I find it very much unfair for *** to have faulty cars, refer the cars to a *** dealership to service the car, and still no resolution. The financial burden should not fall on the customer, for *** automobile that was paid in full, to have to start all over with car payments, due to the negligence of the *** service team.

  

  Business Response

  Date: 03/19/2025

  Thank you for bringing this serious matter to our attention. We understand the distress and inconvenience this incident has caused and are committed to addressing your concerns promptly and thoroughly.
  Incident Overview:
  Service History: Our records indicate that on November 6, 2024, your 2015 Kia ****** (VIN: *****************) was serviced at Rick Case Kia to address a recall concerning the Hydraulic Electronic Control Unit (****). The service included the installation of the **** multi-fuse and label kit, performed at no charge.
  Subsequent Incident: On December 8, 2024, you reported that the vehicle, which had been parked since 6:00 PM, caught fire while stationary.
  Immediate Actions:
  Internal Investigation: We have initiated a comprehensive internal investigation to examine the circumstances surrounding the service performed and the subsequent fire incident. This includes a thorough review of the repair procedures and any potential factors that could have contributed to the incident.

  Request for Additional Information:
  To assist us in our investigation and to facilitate a comprehensive assessment, we kindly request the following information:
  Current Location of the Vehicle: Please provide the exact location where the vehicle is presently stored. This will enable our team to assess the situation more thoroughly.
  Photographs of the Vehicle: If possible, please share clear photographs of the vehicle, focusing on areas affected by the fire. These images will be invaluable in our assessment process.
  You can send this information directly to me at ************************ If you have any questions or require assistance, please do not hesitate to contact me 

  Customer Answer

  Date: 03/23/2025

  Hello, 
  BBB please note I forward photos in an separate email to the email address provided in the response.   I can't get the phots to upload on the BBB correspondence site. 
  
  I do not know where the insurance company towed the car.  You can contact  
  ****** ********
  Total ****************** Specialist, Title Procurement
  M ************ | *******************

  

  Business Response

  Date: 03/24/2025

  Pending on customer response

• Initial Complaint

  Date:02/27/2025

  Type:Product 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.

  They added an insurance policy for $2499 that I didn't want and the minute I saw it I called for it to be cancelled and they never did! I have traded that vehicle and want my refund of that policy.I spoke with **** ***** and ***** *******, who sent me an email for my signature to cancel and now it states this was gap insurance police which my paper indicates it's a *************** Contact with CostGuard and he won't give me back my money! They keep lying to people and won't honor the refund. Also, he's stating it's a $75 dollar fee to cancel, which I never heard about until yesterday.

  

  Business Response

  Date: 03/03/2025

  On March 12, 2021, ******** ******* did purchase a vehicle from **** Case Hyundai. At that time, she purchased a vehicle service contract for $2499. I have included here signed contract and buyers order for her purchase. We are processing her cancellation per her request for the remaining balance of her contract. I am attaching her contracts and signatures for the purchase of the service contract. The signatures are hers and the agreement is final. 

  Out of good faith, I am willing to pay the $75 cancellation fee for Mrs. ******** Accepting this offer finalizes any and all disputes related to her purchase.

   

  Thank you

   

  Customer Answer

  Date: 03/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution.  I will await my refund!

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

  Customer Answer

  Date: 03/19/2025

   

   

  I have not received my refund, and they still wont answer my emails.

   

  Please advise!

   

  Thanks,

   

  Pat

  

  Business Response

  Date: 03/22/2025

  Customer cancellation was signed on 2/25/25. It takes ***** days for the funds to typically reach the customer. The customer needs to contact the service provider for any additional information. The cancellation form is attached for reference. The is nothing further the dealer can provide at this time. 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 22998727
  
  I am rejecting this response because: I want my REFUND from this policy! They can pay the cancelation fee! That's not in the contract!
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 03/27/2025

  We agreed to pay the $75 already and the cancellation was signed by Mrs. ******** Her refund is based on her signed cancellation. I provided copies of all of Mrs. ******* signed documents including the original contract. There is nothing to reject. 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 22998727
  
  I am rejecting this response because: Where is the REFUND?????
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 04/07/2025

  Refunds are processed by the service provider and sent to the lender. If the lender is paid in full then the refund is sent to the customer. This complaint has nothing to do with the dealer at this point. We offer nothing more. 

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 22998727
  
  I am rejecting this response because:  The dealership is stating I paid $2031.00 for the Protection Plan and my contract states $2499.00. The ************************** is stating it's the dealership that put that $2031 and not the $2499! They are shifting their responsibility and it's not fair to me! I did receive $314 for the refund of the ************** however, I am waiting on the refund from the ****************** Plan! On this contract it clearly states $2499 for the ****************** Plan! Please advise!
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:02/23/2025

  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 July ******* I was knownly sold a lemon by **** Case. On that date I purchased a power chain warranty for ****** or 12 months. On September 15, 2024 60 days after purchase the Engine light came on. I was able to make an appointment at the dealership for September 20, 2024. Upon arrival I was met with Hostile and unhelpful service employees. I was Ultimately assigned ****** ******** as service advisor. He asked me what was wrong with the vehicle I let him know the engine light was on. He told me it will be $350 diagnostic fee and they didnt know if the issues was covered. In which I didnt agree with that since I just purchased the vehicle. Then ****** came outside and listen to the vehicle and told me it was probably something mirror and Elantra doesnt have Engine problems. I was encouraged to leave and take the vehicle elsewhere. The next day on September 21, 2025 the vehicle broke down in the middle of street I was stranded for 2 hours and had to pay a tow to get the vehicle towed back to the dealership. Then they decided to look at the vehicle. I was told it was the fuel injector and it would be $1400 to be fix and it was not covered. I called the warranty company myself and the fuel injector and the components of the engine are covered in the warranty. It is now February 2025 and the vehicle still does not work. I have continued to make on time payment, pay for Ubers and multiple tows for the vehicle. And I have been met with resistance and no help in resolving this matter. I have called Corporate on February 5, 2025 they have also given me the run around in regards to this issue. It is now February 23, 2025 and my car does not start! This is unfair and unacceptable. I am now being told take the vehicle to a different dealership because they refuse to help even though I purchased the vehicle from **** Case ******.

  

  Business Response

  Date: 02/25/2025

  SPOKE WITH GUEST WHO ADVISED ME ANOTHER DEALER IS SAYING IT IS INDEED IN NEED OF AN ENGINE.  I ADVISED GUEST IF THAT WAS THE **** WARRANTY WOULD COME INTO PLAY.  HAVE SERVICE MANAGER CALLING TO RELEASE THE WORK TO DEALER CAR IS CURRENTLY WITH.  TEXT HER MY CELL NUMBER IF ANY ISSUES AND GUEST WAS HAPPY WITH RESOLUTION.  THANK YOU

  Customer Answer

  Date: 03/19/2025

  On July ******* I was knownly sold a lemon by **** Case. On that date I purchased a power chain warranty for ****** or 12 months. On September 15, 2024 60 days after purchase the Engine light came on. I was able to make an appointment at the dealership for September 20, 2024. Upon arrival I was met with Hostile and unhelpful service employees. I was Ultimately assigned ****** ******** as service advisor. He asked me what was wrong with the vehicle I let him know the engine light was on. He told me it will be $350 diagnostic fee and they didnt know if the issues was covered. In which I didnt agree with that since I just purchased the vehicle. Then ****** came outside and listen to the vehicle and told me it was probably something mirror and Elantra doesnt have Engine problems. I was encouraged to leave and take the vehicle elsewhere. The next day on September 21, 2025 the vehicle broke down in the middle of street I was stranded for 2 hours and had to pay a tow to get the vehicle towed back to the dealership. Then they decided to look at the vehicle. I was told it was the fuel injector and it would be $1400 to be fix and it was not covered. I called the warranty company myself and the fuel injector and the components of the engine are covered in the warranty. The vehicle still does not work. I have continued to make on time payment, pay for Ubers and multiple tows for the vehicle. And I have been met with resistance. This is on going issue I am now being told take the vehicle to a different dealership because they refuse to help even though I purchased the vehicle from **** Case ******. The warranty company has now said they will only cover a portion of the repair to engine. I have also been informed the car needs a starter as well. Which was not brought to my attention when I purchased the vehicle it now March 17 2025.

  

  Business Response

  Date: 03/19/2025

  Guest has my personal cell phone number and I have not heard anything since we spoke last where I was able to set her up with the warranty work at her dealer of choice.  I agreed to cover the tear down fee for the dealer to go ahead and proceed with diagnostics for the warranty company. At that time I advised her that from there on out it was between her and the warranty company based off her warranty coverage. If dealer offers additional recommended work in the process that would be between them. 

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 22979404
  
  I am rejecting this response because: This is the warranty company Hyundai Roswell provided at the time of purchase. The warranty company is only covering $5,900 and the repairs are $8,500 that doesnt include the $800 repair for the stater as well. This is exactly what I was trying to avoid. The vehicle is being assessed at another Hyundai dealership because Hyundai Roswell refuse to do proper diagnostics on the vehicle when it was first received back in September 2024. I still have not received any reimbursed for any of the inconvenience Ubers,towes or anything else during this time while I do not have a Vehicle. I am still paying for a vehicle that I havent drove since September of 2024 and it now March 2025. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:02/19/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  The dealership refuses to return my call and I have not been allowed to speak with anyone beyond the sales assistant. I sold the vehicle I purchased from them and want to cancel the vehicle service contract AND Next Mile Program pre-paid maintenance and receive a pro-rated refund for each. Unfortunately after multiple attempts I have been unable to find anyone at the dealership willing to assist. When the vehicle was purchased the finance manager informed me that both of these plans are refundable for the unused portion if I ever sold the vehicle.

  

  Business Response

  Date: 02/27/2025

  I have reached out and left a message.  Please call me directly at ************  to resolve the situation.  Thank you.   **** Edge

  Customer Answer

  Date: 02/27/2025

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