ComplaintsforNalley Hyundai

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint: Nalley Hyundai ********** (**********************************)Service Advisor: *************************** Service Director: *********************** On Saturday April 20, 2024, I made a service reservation to get my ** check as it was blowing stifling air. I was informed the diagnostic would be $174.00 and upon identifying the problem I could use their services to get the recommendation fixed, which my diagnostic fee would go towards repairs. I received a text with eight recommendations, but only one was related to the ** issue that I was having. It was recommended that the ** Condenser needed to be replaced as it was heavily damaged from the filter ridges. My services advisor who I communicated with throughout the entire process name is ***************************. As we agreed on the recommendation, I informed him that I would leave the car there for service repair as he stated the part had to be order.

  

  Business response

  05/01/2024

  ****************** vehicle was diagnosed for an AC Condenser and Compressor replacement. The repairs were performed and retested. During the retest the new compressor was shown to be faulty resulting in locating a new compressor in a timely manner. ****************** was informed that a replacement compressor would be required to complete the repair of her vehicle which at that time no loaner vehicles were available. ****************** obtained a rental vehicle that we agreed to cover 4 days of the rental @ $50 per day.

  ****************** paid and picked up her vehicle on 4-30-24 with the adjustment to her bill for the rental coverage.

   

• Initial Complaint

  01/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was bamboozled and scammed into buying a 2018 Hyundai ********. The dealership sold me a lemon vehicle. They sold me a vehicle for more than the price it was worth. This was very inconsiderate and unprofessional.

  

  Business response

  02/05/2024

  Good afternoon **********************. Our team has made numerous attempts to contact you utilizing the number we have on file for you. Unfortunately, it is not working. Please feel free to contact me at ************. If I do not answer please leave a message and I will contact you back. Thank you!

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

  General Manager

  Nalley Hyundai

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 30th, 2022 I took my vehicle in for what I thought was a simple recall fix on the computer software. Four days later, after only being driven a few miles, my 2012 Hyundai Santa Fe died in the middle of I-285. A dangerous and frightening experience. This incident so soon after Nalley Hyundai of Lithonia replaced the computer software and inspected the engine in my opinion is not a coincidence. The vehicle only has ******* miles on it. I firmly believe that either improper installation of the computer software or lack of thoroughness led to the is break down. After several different conversations with the ****************** no one could tell me exactly what was going on with my vehicle. The explanations included; may be the trans cylinder, something with the engine, not really sure and it may have thrown a rod. My research shows that the connecting rod bearings inside this particular engine wear prematurely and can result in engine damage. There is a recall on my car for this, VIN Number matches up with the vehicles included in the recall. This issue should have been addressed during the inspection that was conducted by Nalley Hyundai of Lithonia. A vehicle doesnt just die a few miles after being serviced and inspected unless something was not done right by the Service Technicians. I went back and forth with them on this issue for a year and a half. Hyundai refused to make the repairs on my Hyundai unless I paid them over $10,000.Four weeks ago Nalley had my car towed to my house and left in my driveway.I decided at this point my best option was to sell the car. I had a buyer. When we went to look under the hood, we discovered that several parts are missing coils, spark plugs, engine cover and no telling what else because of this I was not able to sell my vehicle. The Service Manager offered to replace the engine cover but has not responded to the other missing parts. I honestly still believe that Hyundai should repair my Hyundai.

  

  Business response

  02/02/2024

  ************ vehicle was in for an ECM software update as per campaign 966. Campaign 198 for the engine inspection was performed and engine passed the inspection.

  After **************** vehicle returned after breaking down on I285 we inspected the vehicle and found the engine had seized. A diagnosis and Prior Approval were sent to Hyundai for review and the request was denied.

  As for the missing parts, the photos ************ provided me shows the valve cover was removed and the bolts were sitting on top of the strut tower. Also, the coils were still attached to the connectors but was unable to see the spark plugs in the photo.

  Currently I am arranging for a tow truck to pick up **************** vehicle from her home for us to re install all components left lose or missing then returning the vehicle to her home.

  Customer response

  02/08/2024

   
  Complaint: 21207075
  
  I am rejecting this response because:

     My experience with this company has been horrible to say the least.  I do not trust them to do what they are offering. Especially after reading the complaints and reviews from your website, they are all bad experiences and very similar to my own. 
  

     I have researched replacement costs on the missing parts.  The cost amounts to approximately $1200.00. My request is for them to provide me with this amount and allow me to be done with Nalley Hyundai of ********.  Thank you for your help.

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

  

  Business response

  02/09/2024

  The offer still remains to recover the vehicle from ************ to install the missing components at "NO COST" to her then return the vehicle upon completion. At this time we are declining the request for payment to replace the missing parts.

  **************** engine was declined by Hyundai Motor America and not by Nalley Hyundai. We surely understand and empathize with **************** frustration but cannot change the decision made by Hyundai Motor America.

  Customer response

  02/09/2024

   
  Complaint: 21207075
  
  I am rejecting this response because: I have no faith in Hyundai of ********. They had my vehicle for a year and a half and at one point didnt even know where it was. If they will bring the parts to me, Ill have my mechanic replace them.
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I still havent got my reimbursement for recall on vehicle. I have sent the requested documents to a few different oat Hyundai. They keep saying send again and now are asking for personal banking information to get the money back. I have an email from Hyundai stating they have e everything and also saying additional bank statements are not needed but this rep calls me and is very rude and says it doesnt matter what the email says he needs my bank statements and information when I have provided receipts show last four of card number as asked Im the email.********** this is his number very rude guy . I have an email from 2 weeks ago and he has never responded to that email and calls me today being rude . Hyundai keeps closing the case to avoid paying

  

  Business response

  10/16/2023

  Customer is requesting refund for rental coverage from Hyundai Motor America not Nalley Hyundai.

  Customer has a consumer affairs case with ********************** Motor America which CA team denied the customer as he began using racial slurs. 

  Nalley Hyundai serviced the vehicle for the customer but unfortunately had no loaner car at the time of their service.

  Customer response

  10/17/2023

   
  Complaint: 20675434
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company used coercion to try and extort money from an elderly woman who has no idea how to navigate this type situation. They lied to her about damages to her car and have held it for over a month and told her she couldn't get it back because it was too dangerous to drive. I have inspected the vehicle and determined this was a ***** to get her to pay the exorbitant amount of money

  

  Business response

  09/08/2023

  Thank you for accepting our resolution. It was my pleasure to work together with you.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a used vehicle from this business and the first thing that was offered to me when I stepped into ****************************************** office (finance manager) to do the paper work was an extended warranty. I decline it and filled out paperwork to purchase the vehicle. I didn't realize that the invoice that I signed still had the extended warranty attached to it, so I agreed to a loan for the car and with the added cost of the extended warranty that I declined. I did not sign any other paperwork that's relevant to extended warranty. I do not know how long the term is, what type of coverage, what is covered, how many miles, etc. because I did not see or sign any other paperwork regarding the extended warranty.On the invoice that was given to me, it shows *******. as the company that provided the extended warranty. I reached out to them and they have absolutely no record of me or the vehicle, I am not a customer of theirs, I do not exist to them. I've been reaching out to ************************* and have been getting the absolute run around in regards to getting this addressed. I've called and emailed, both got no where. I showed up in person (June 2nd) with a torn ACL and meniscus, very limited mobility (1hr drive) , thinking that me being there in person I would be able to get an honest answer. Unlucky for me, got a dishonest answer from ******* saying that it's in process of refunding for the full $2800 amount + interest that I've paid. I'm just reaching at straws at this point because I'm unable to get in contact with someone who would be able to address this to me without avoid my emails. You would think that the finance manager would be able to help me out, but unfortunate for me it's the finance manager that has been mishandling my situation and ignoring me.To sum the above: I purchased a vehicle, declined the $2800 extended warranty, but was still billed for it. Extended warranty company verified I am NOT a customer of theirs. Attempted to get a refund but no avail. Help

  

  Business response

  08/09/2023

  Hello ****************! Attached you will find the warranty cancellation form that we submitted to ************** on July 7th, 2023. We have followed up with them on numerous occasions to get an update on your cancellation. Please be aware that due to the fact that you have a lien the reimbursement will be forwarded to your lien ****************** Fargo. We will continue to follow up with them. Thank you.

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

  General Manager

  Nalley Hyundai

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

  Customer response

  08/28/2023

   
  Complaint: 20408798
  
  I am rejecting this response because:
  Hello! I was circling back on Nalley's response (56941934-39D6C). I don't believe the ** read my complaint thoroughly. 1) I don't exist in FWS (extended warranty company). How can they refund me if they never received the funds and don't know of the existence of me and the vehicle that is being financed. 2) Those are not my signatures on those two forms nor is that my hand writing. The dates are all over the place. Initially they had it correct with "SOLD BY ERROR" in the 2nd picture of the attached PDF. But obviously they have scratched it out and put customer request. The dealership has no integrity
  Sincerely,
  
  ***********************

  

  Business response

  08/29/2023

  ****************, by no means will we or do we keep our Guest money that is not ours. Attached you will find a copy of the check that was mailed to your lender ***** Fargo on August 17, 2023.

  Customer response

  08/29/2023

   
  Complaint: 20408798
  
  I am rejecting this response because:

  
  Nobody is accusing you guys of holding my money. Can we address the customer signatures that someone signed off on my behalf?
  
  

  The refund amount that was sent was only $1,351.56 The invoiced amount for " *******. " is $2,800, (as shown in the attachment of the original compliant).

  If my math servers my calculator correctly, I'm owed $1448.44 for the principal amount for the *******. as well as the interest paid up to date at 14%. ************************* told me I would receive a check in the mail for the amount I've been owed in interest. I have yet to receive it.

  I'm really trying to be cordial here but it's hard when I've written out several times how to write the wrong that has occurred in this situation, which in my opinion is very logical to say the least.

  No this is not a customer request to cancel the extended warranty, this is a customer asking the dealership to correct their mistake deem it as "Dealer Error" when classifying why they're sending a check into ***** Fargo.

  Sequence of events:
  

  1) Billed for extended warranty when first purchasing vehicle despite not having a written contract agreement for $2,800
  

  2) Time accrues , been paying for an extended warranty agreement that does not exist as well as interest for said non-existent warranty agreement.

  3) Year later, notice the error on the invoice, reach out to the Finance Manager (who also happened to be the person the processed my paperwork at time of purchase) to see what we can do to right this wrong. To which I was advised a full refund amount would be given to ***** Fargo (lien holder) as well as a personal check for interest paid on non-existent warranty agreement.
  

  4) Months pass since initial reach out, several phone attempts, voicemails, and one in person visit on May 31st, 2023 (around 2pm if memory serves me correctly), nothing comes of it, thus me reaching out to BBB.

     During this visit I spoke to ************************* as well as the Salesman who sold me the car. Nothing came out of me coming out of my way for this.
  

  5) Communicate with *******. on 8/30/23 to re-verify that I do not have an existing account with them nor is there any record of my vehicle ever being in their system, present or past.

  6) Put two and two together, I've been paying principal on a loan of $2,800 and 14% interest for over a 1.5 years now, and my lien holder only receives $1,351.56.

      Going to repeat 6) again... I'm taking a loss of over $1,900 because the dealership billed me in error for a extended warranty contract that does not exist.

  Seriously.. the only logical thing to do is admit your error and refund my lien holder the FULL amount and compensate me for the interest on the part of the loan. The *******. (extended warranty company) representative warned me that you may try to prorate the refund, gave you guys the benefit of the doubt but man this is really, really bad business.
  

   

  Once again, can we address the forged customer signatures?
  

   

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

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In nov.2022 Ive taken my 2019 Hyundai Sonata To Nalley Hyundai To show them my oil leaks. I was told that they would seal the leak and replaced all seals on the vehicle and that I should drive it **** miles to make show the job was down right. **** miles in the car still leaks we have been through this cycle 4xs already, this last time I asked can they Finally take car of this problem. (A problem That is know of on these models). My car doesn't have ****** miles on it and I've been told to do these procedure again. WHEN does this end. This is my 2nd sonata with Hyundai and the 1st one was a 2016 and while on the hwy with a full oil tank the engine seized . It seems like Hyundai does care about their true fan base. I'm not sure of the other markets but it seems like the *** base clients aren't thought of at all. My request is to have the problem resolved without any more headaches. My time and money is just as valuable as anyone's else, but to have to come to the dealership for the same problem over and over has taken a toll on me. I don't feel safe driving the car any longer & To put oil in the car every time you put gas in the car isn't what I signed up for. Please help

  

  Business response

  07/06/2023

  As per Hyundai's request the guest has to complete the oil consumption procedure.

  Documentation was submitted to Hyundai for engine replacement due to excessive oil consumption along with guest dissatisfaction and fear of driving vehicle due to oil loss. Hyundai required all steps be completed before proceeding.

  Guest can return to dealership to have oil leak inspected thoroughly and repaired in order to complete oil consumption procedure. Once leak is rectified guests need to drive vehicle an additional **** miles as requested by Hyundai to complete the oil consumption procedure,

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/4/23 charged $860 to replace ignition coils, 4/12/23 diagnostics performed to determine poor engine performance. Diagnostics revealed ongoing failure of 2017 Tucson engines. Burning through oil, no low oil light, no check engine light. *************, Service Manager is condescending and disrespectful when talking to customers. Admitting several times that Hyundai is aware of the problem with the engines but refused to do anything about it. He kept coming up with fictitious scenarios to explain Hyundai's failure to act in good faith. Begining his service pitch overcharging customers for work that hadn't been performed. Charging double the amount for repairs and stating that vehicles leave with all fluids topped off, but unable to provide documentation

  

  Business response

  04/14/2023

  ****************/ ******, brought the vehicle in for service with a check engine light on the dash on 2/28/2023. ***** advised service manager the vehicle was at another independent shop for repairs during the check in process. Once the vehicle was inspected by a technician, the technician recommends replacing the ignitions coils due to codes p0300, p0301, and p0303 misfire codes. During the multi-point inspection, the technician completed a thorough inspection of the vehicle. Technician recommended spark plugs with the replacement of ignition coils, front brakes, rear brakes, tires, alignment, engine filter, cabin filter, oil pan gaskets, wipers, and a drive belt. These services consultant sent the guest a text to review over recommendations. ***************/******, decided to move forward with the replacement of ignition coils and held off on the spark plugs on 2/28/2023. On 4/12/2023, ***************/ ****** visits the service drive demanding a refund for her vehicle burning oil.  Expressed her disappointment and frustration with the service department replacing the ignition coils. The service manager advised the guest the repairs that were done on the vehicle are two completely different repairs. The ignition coils will not cause the oil to burn in the vehicle. The service manager found the engine in the vehicle was not covered under Hyundai Corporate ******* P1326 extended engine warranty repairs. The service manager communicated with the guest on the provided information reasons why the engine would not be covered and would attempt to submit a goodwill. ****************/****** will complete a sentence and thought but would proceed to cut the service manager off when he attempted to *********** threatens to take legal actions, post information on social media, and demanded the dealership to refund the money for repairs completed properly. During the conversation, the guest states she is recording the conversation without the service manager authorization. The service manager advised the guest he did not approve or authorize the recorded conversation. The guest made a statement " since you are being recorded, is this why you are retaliating against **". The service manager advised the guest at that point, we chose not to work on the vehicle. She is more than welcomed to take the vehicle to another Hyundai dealership for assistance. 

  Customer response

  04/14/2023

   
  Complaint: 19932390
  
  I am rejecting this response because:  The manager admitted several times of Hyundai's knowledge of the engine problems and instead of processing the request for repairs, manager continued to speak to me in a condescending manner, using fictional examples of issues that had nothing to do with the engine. He was making excuses and instead of stating I cut him off, he should have started the computerized request. He had to have the last word and abruptly told me to leave. Crooked Dealership with a sub-par product. Hyundai should be fined for poor quality consumer products. That's why there's a class action lawsuit in the approval process for this specific issue in **********. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a car on January 22,2023 while putting money down. The car was stolen hours later and the loan did not go through. I filed an insurance claim and submitted a police report and was told that I am suppose to receive my down payment refund that I put towards the car loan. The insurance paid for the car directly to the dealership but they insist on not giving me my refund. I called multiple times and spoke to multiple sales manager regarding my refund and have been given the run around many times. I have been waiting over a month now for my money.

  

  Business response

  03/16/2023

  Hello, we have refunded your money back. We credit back the same card that you used for your initial deposit. Our apologies for the delay but unfortunately, we could not process the refund until we received payment from your insurance company. Attached you will see a copy of the receipt. Thank you for your patience!

   

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

  General Manager

  Nalley Hyundai

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am very frustrated in the level of urgency this is being handled with it will be 30 days on Feb 24th I have had no transportation. ************* placed and paid for a transmission to be ordered for my car and was told it was a two day turn around time. Now I am being told the transmission needs to be located. I am at my **** with and this has cause a major disruption in my life getting to work and taking and picking up my child from work. My next course of action is to contact your corporate team at Asbury Motors LLC and reach to the local news media. It took for me to call the dealership for answers on Feb 21st I will be sending this information to your corporate division.

  

  Business response

  02/21/2023

  ****************. We apologize for the delay in your transmission. Due to circumstances beyond our control with supply and demand issues the transmission took longer than anticipated. It is here now and we will have it delivered to ************* tomorrow morning.

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

  General Manager

  Nalley Hyundai

*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. ↩