Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/02/2025

  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.

  Purchased a new 2025 Hyundai Palisade on 3/14/25. The dealership was not busy but made me and my 12-year-old daughter wait around for an hour (past closing) to get into the financing office. The finance guy made clear they were past closing time and had zero interest in explaining anything and ******* to get documents signed/initialed. Upon getting home and reviewing paperwork I identified they engaged in very deceitful behavior! I have worked for over a week to get them to respond to my emails or schedule a call with me to review my concerns and the finance department ignores me (Sales person tries to get them to communicate with me). first issue I noticed was that they added an extended warranty costing $5,500 to the deal. We never once discussed the extended warranty in any way, shape, or form - Deceitful! Second issue was that they added a Recover Anti-Theft program (no clue how much that cost!) with zero conversation about the cost associated. The vehicle has an anti-theft tracking program through Hyundai making this program literally useless - deceitful! and the third issue I identified was that hey charged me $1,700 for something titled "NSD" bundled product. I have no clue what that is - possibly another insurance/warranty from what I found on a ****** search or maybe associated with the Recover anti-theft package. Regardless again added to purchase of the vehicle with zero communication/discussion or anything - Deceitful!

  

  Business Response

  Date: 04/16/2025

  Thank you for reaching out and sharing your experience. I want to first acknowledge how frustrating this situation must be, especially considering the time you spent at the dealership and the concerns you've discovered since taking delivery of your new Palisade.
  
  We sincerely apologize if the delivery process felt rushed or lacked the clear communication you deserved. Thats not the experience we strive to provide, and I can understand how upsetting it would be to discover items on your contract that you werent aware had been included.
  
  In reviewing your account, I want to assure you that any optional products such as extended warranties, theft protection programs, or bundled coverages like *** are completely voluntary and can be cancelled at any time. You may do so by visiting *********************************************, where youll find a simple form and instructions for processing a cancellation and receiving a refund for unused portions.
  
  That said, we take your concerns very seriously, especially your feedback around how these items were presentedor not presentedduring the finance process. Im committed to having someone from our leadership team reach out to you directly to walk through your paperwork, answer your questions, and ensure everything is made right.

  Thank you again for bringing this to our attention. We appreciate your business and the opportunity to restore your confidence in our dealership.

  Thank you,

  ******* ****

  HR Director

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

• Initial Complaint

  Date:01/15/2025

  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.

  Bought a 2019 Hyundai Tucson used in ********'s engine dead at 85k mileage.Hyundai refuses to replace or fix. Car has been in the shop 3 times over the last 5 months. Sold me a car that didn't last 5 years or 85k miles. Still have a year left to pay on it.Original 10 year/100,000 mile warranty only is good with original owner. 2nd owner only gets 5 year/60,000 miles. My issue is that this isn't a one off. There are hundreds if not thousands of Hyundai and Kias with dead engines that Corp is refusing to replace I can supply you with several instances that I have researched online, news stories from across the nation and personal friends accounts of engines dying. All recalls and Oil change maintenance was completed timely on my vehicle.They are claiming that warranty is no good unless you use a Hyundai warranted oil filter from their dealers So in other words, oil changes from Valvoline or ********** would be a break of the warranty. How can a car company sell cars that don't last 5 years and stick the customer with the debt of rolling that debt into another car purchase. It's wrong and will put people into credit issues.Below are some relatable FB pages dealing with this issue. You can also *********** articles and reddit threads that speak to this nightmare.************************************************ ************************************************ Contact me and I can forward you several links around this issue.

  

  Business Response

  Date: 02/06/2025

  Thank you for reaching out. After reviewing your vehicles issue, we can confirm that this is a manufacturer-related matter. Hyundai has issued a warranty extension for engine failures related to the connecting rod bearings. However, in this case, the engine failure was caused by loose timing chains, which led to scoring inside the cylinder wall.

  To accurately assess the connecting rod bearings, we used a Hyundai-provided specialty tool to measure bearing clearance, which was within specification. Based on these findings, we submitted the case to Hyundai, but they declined the engine replacement. I have attached the official decline from Hyundai for your reference.

  Unfortunately, since this decision comes directly from the manufacturer, we recommend reaching out to Hyundai directly for any further inquiries regarding coverage. Please let us know if we can assist in any other way.

  Thank you,

  ******* ****

  HR Director

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

  Customer Answer

  Date: 02/07/2025

  Complaint: 22816372
  
  I am rejecting this response because I find it very convenient that Hyundai blames the timing chain vs the connecting rod bearing as the timing chain isn't covered and the rod bearing issue effects THOUSANDS of cars across the country.  Hyundai Dealers blame Hyundai Corp....but the dealers have no problems signing customer up for 60 months of payments when their cars only last 48 months.  This isn't 1975 where cars were "lucky" to make it to 85k miles....2025 now has vehicles that can easily run 200k-300k miles with good maintenance.  How can a company be allowed to sell cars that die at 85k miles and 5 years?

  Hyundai Time Chain replacements have no scheduled maintenance.
  "Unlike a timing belt, a Hyundai Tucson timing chain  doesn't have a specific mileage interval for replacement in the owner's manual, as it's designed to last the engine's lifetime".
  
  Also funny that they initially found the code P1326 when I brought this in.
  Error code P1326 occurs due to vibrations indicating excessive connecting rod bearing wear.  Since severe engine damage and failure are possible, this device notifies the driver about a preceding phase of bearing wear.

  Someone needs to take Hyundai to task as they have major issues with both *** and Hyundai motors.
  Plenty of evidence out there:
  ************************************************

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

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

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

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

  

  Business Response

  Date: 02/13/2025

  Thank you for reaching out. After reviewing your vehicles issue, we can confirm that this is a manufacturer-related matter. Hyundai has issued a warranty extension for engine failures related to the connecting rod bearings. However, in this case, the engine failure was caused by loose timing chains, which led to scoring inside the cylinder wall.

  To accurately assess the connecting rod bearings, we used a Hyundai-provided specialty tool to measure bearing clearance, which was within specification. Based on these findings, we submitted the case to Hyundai, but they declined the engine replacement.

  Unfortunately, since this decision comes directly from the manufacturer, we recommend reaching out to Hyundai directly at ************** for any further inquiries regarding coverage. Please let us know if we can assist in any other way.

  Thank you,
  ******* ****
  HR Director

• Initial Complaint

  Date:01/07/2025

  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.

  On December 28, 2024, I purchased a 2020 *********** from this dealership. The dealership required me to purchase an anti-theft device called RecovR for $864, plus applicable taxes, stating that I could not buy the vehicle without it. They also claimed I would receive up to a 15% discount on my Progressive auto insurance policy for having this device.After the purchase, I contacted my insurance company, and they informed me that my vehicle already includes anti-theft features from the manufacturer and no additional discount would be provided for RecovR.I later reviewed the RecovR agreement and found that the fine print explicitly states:The purchase of the RecovR Product is not required in order to purchase a motor vehicle.This directly contradicts the dealerships claim that buying the device was mandatory. Furthermore, the dealership only provided the first page of the agreement, withholding the full terms and conditions.Despite the fact that I never activated the *************** the dealership has refused to issue a refund for the product. This shows a lack of transparency and disregard for customer rights.This appears to be a repeated practice at this dealership, as Ive seen other similar complaints about forced sales of RecovR (Complaint: ********, ********). Their behavior is misleading and unethical, as customers are pressured into purchasing unnecessary add-ons under false pretenses.Resolution Requested:I request a full refund for the cost of the RecovR device, including applicable taxes, and the removal of the device from my vehicle.

  

  Business Response

  Date: 01/23/2025

  I apologize for any inconvenience this may have caused. We have processed a refund for the Recover device. Attached, youll find a copy of the check that was issued on January 9, 2025. The check was sent via *** overnight delivery, and the tracking number is 1ZV496X90197142036.
  
  Please let me know if you have any further questions or need additional assistance.

  Thank you,

  ******* ****

  HR Director

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

  Customer Answer

  Date: 01/26/2025

   I want to thank the Better Business Bureau for their assistance in resolving this matter (complaint ID *********. I acknowledge that the dealership has refunded the cost of the RecovR device, including applicable taxes, and I appreciate this step toward resolving the issue.

  However, I must note that the resolution is only partially satisfactory. The dealership has not made any effort to remove the RecovR device from my vehicle or provided instructions on how I can do so. When I contacted **** ***** (Finance Manager) and **** ****** (Sales Manager), both stated that they were unaware of the devices location and claimed that the dealership did not install it. This lack of knowledge and accountability is concerning and further demonstrates the lack of transparency in how this product was sold and handled.

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair 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 purchased a 2023 white Hyundai Santa Fe hybrid from Gurnee Hyundai and was not granted things that I purchased. The paint was damaged, and in the contract, they were to fix the chipped paint as they were making me buy an $800 paint protection warranty. The floor mats were missing, $275 value, when they were promised in the contract and in writing and in photo on the website. Most importantly, a $1,000 warranty that I purchased that replaces key fobs for you if lost or stolen, was sold to me already invalid because the warranty does not replace a fob unless the dealership gives you two fobs to begin with. I fought for all of these things to be made right and I keep getting the run around. I hope to resolve this issue through BBB instead of court. I have a Santa Fe sitting in My driveway that I cannot drive because there is no fob and I just paid $40,000 for it. I have not been able to drive it since September 8, when fob went missing. I purchased it the last day of July this year. The manager ***** and salesperson Pasha continuously blow me off and tell me things that make zero sense. I asked for the invalid warranty to be refunded and was told no. I am still waiting for them to come out to my car and program a new key fob.

  

  Business Response

  Date: 10/25/2024

  I want to personally apologize for any inconvenience you may have experienced. We did provide you with a key a little while ago, and I wanted to let you know that we are also sending out the correct floor mats to you.
  
  If you have any questions or need further assistance, please feel free to reach out to our General Manager, ******* ******* at ************ who will be happy to help.
  
  Thank you for your patience and understanding.

  Thank you,

  ******* ****

  HR Director

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

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22341552
  
  I am rejecting this response because:
  
  I have not received a second key fob, which would make my purchased warranty valid ( that you refuse to refund). You are mistaken. I was provided with a replaced first and ONLY key fob given to me upon purchase, after fighting for three weeks to get you guys to come help me, while my newly purchased car sat in my driveway undriveable. I have also not received the correct floor mats. I am hoping you the fob and mats to me as promised in contract and the online advertisement for the car. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 11/13/2024

  I want to extend my sincerest apologies for any inconvenience you may have experienced regarding your floor mats.
  
  Gurnee Hyundai has placed an order for your mats and has made the necessary arrangements to ensure they are delivered to you promptly. Your satisfaction is important to us, and we are committed to making this right.
  
  If you have any questions or need further assistance, please do not hesitate to reach out to our General Manager, *******, at ************ who will be happy to help.
  
  Thank you for your understanding and patience. We value your business and appreciate the opportunity to serve you.

  Thank you,
  ******* ****

  HR Director

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

  Customer Answer

  Date: 11/14/2024

   
  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:09/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our car at Hyundai who took a month to assess that our engine was blown at ****** miles they refused to set us up with a rental and claimed they would reimburse us for a rental if we got it. Now they refuse to reimburse us for the rental after having our car for 2 months.

  

  Business Response

  Date: 10/17/2024

  We have been in communication with Hyundai Motor America (***) regarding this issue. At the time, we did not have any rental cars available. The customer was advised to reach out to *** to seek approval for a rental car, with the possibility of reimbursement upon approval. At no point was the customer instructed to rent a car and submit the expense to *** without prior approval from them. We strive to provide clear and accurate information to our customers and regret any confusion that may have occurred during this process. 

  If you have any questions, please reach out to our General Manager, ******* ******* at ************ or *****************************************************.

  Thank you,
  ******* ****

  HR Director

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

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair 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 bought a 2024 Hyndai Ioniq 6 from this dealership on 6/28/2024. One of the items they forced me to pay for was a anti-theft device called Recovr. It cost nearly $700 and they stated that it was in their small print that it is installed on all of their cars. Once I returned home and was working with ****** to activate the device I found out that it was not installed in my car. In fact the device associated with my car is located at their dealership. Additionally I was told Bluelink was included in the purchase of my car. Despite being told this it was not activated by the dealer and cost me an additional $25 to activate. My requests to have a manager call me to resolve this are unanswered.

  

  Business Response

  Date: 07/11/2024

  We are writing to express our sincerest apologies for the inconvenience you experienced with your recent purchase. We understand how frustrating this must have been for you, and we deeply regret the trouble caused.
  
  We have issued a refund for the Recover, and a check has been sent out to you. Please find attached a copy of the check for your reference. According to our records, the refund check was delivered on July 10, 2024. You can track the delivery using the following tracking number: 1ZV496X91399822687.
  
  We value your business and appreciate your understanding and patience in this matter. If you have any further questions or need additional assistance, please do not hesitate to contact us.

  Thank you,

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

  HR Director

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

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21938068
  
  I am rejecting this response because: I paid well over 11% in sales taxes that were not refunded.  In addition, they have not refunded me for the bluelink fees I had to pay that were included and in reviewing the documents they provided they have not explained the sales taxes in excess of 11% on the cost of my vehicle.  

  I have tried to get this resoved and my sales person wants me to remove my complaints and reviews in order to resolve the issues.

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

  

  Business Response

  Date: 08/08/2024

  I apologize for any inconvenience.  Our General Manager, ******* is reviewing the file and will be reaching out to you.  

  Thank you,
  ***********************

  HR Director

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 21938068
  
  I am rejecting this response because: There is no resolution.   They have had this complaint for over a month and now they are stating someone is finally reviewing everything.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/19/2024

  I apologize that we did not meet your expectations. To address the issue, Gurnee Hyundai has issued three refund checks:
  
  The $664 check is indeed for the RecovR device.
  The $980 check is for the over-collection of taxes; it appears the office may have mislabeled the check memo.
  A third check for $46.48 will be issued to cover the taxes paid on the RecovR device.
  For your reference, I have attached copies of the checks.
  
  Thank you for your patience, and please let me know if you have any further questions or concerns.

   

  Customer Answer

  Date: 08/20/2024

   
  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. However, I would like to keep this case open until the final check is received and all checks clear the bank.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/16/2024

  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.

  I was forced (and lied to) into purchasing a "Recovr" anti theft device that the dealer would not remove from the vehicle (2018 GMC Acadia Denali). The internet advertised price of the vehicle was $22,900.00. This was false advertising. The additional $500.00 plus anti theft device was NOT included in this price. A customer is expected to pay tax, dealer prep, and title transfer in addition to the advertised price. These are all non-tangible items. The anti-theft device is a tangible item that could have (and should have) been removed by request of the purchaser / customer if he didn't want to purchase it. I drove an hour and a half from ****************** to see (and purchase) this vehicle and I believe they took advantage of that knowing that I had a fair amount of time and effort involved. I want to be refunded for the cost of the anti-theft device that I didn't want and was lied to about its location in the vehicle, and the ability for the dealer to remove it prior to selling the vehicle.I was also lied to about the servicing that they said they performed on the vehicle. I have time and effort involved in having the proper servicing done that they mislead me on.

  

  Business Response

  Date: 06/10/2024

  After thoroughly reviewing your concerns, we have confirmed that there was a misrepresentation regarding the service status of the vehicle you purchased. Specifically, we discovered that the vehicle had not, in fact, been fully serviced by our department as initially indicated. This error occurred because one of our technicians prematurely closed the repair order, falsely indicating that all necessary work had been completed.
  
  We deeply regret this oversight and the inconvenience it has caused you. Upon recognizing this mistake, we took immediate action to rectify the situation. A check was promptly sent to cover the cost of the required work on the vehicle. Additionally, the technician responsible for this error is no longer with our company.
  
  It is crucial to emphasize that at no point during your purchasing process were you coerced into any decisions. Our sales procedures are designed to be transparent and customer-focused. We ensure that all items are clearly itemized on the preliminary Bill of Sale, with further breakdowns provided during the finance process. Moreover, you reviewed and signed both a menu of options and the actual RecovR contract in our finance office.
  
  We value your business and trust, and we are committed to maintaining the highest standards of integrity and customer satisfaction. Please feel free to reach out to us directly if you have any further concerns or questions. We are here to assist you in any way possible.
  
  Thank you for your understanding and for giving us the opportunity to address this matter. We look forward to continuing to serve you.

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21723069
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  The response did not address my main concern. Yes I did receive a payment from them in regards to the service that I was told was performed on the vehicle but was not. I don't believe this was an accident but a way of doing business. If I didn't check the Air (first) then cabin filters and see that they had not be serviced (replaced) no one would be the wiser. I was not reimbursed for my time to take the vehicle to another dealer to have the service (that I was told was already performed) completed.

  My main concern was the "Recovr" anti theft device that I was forced to purchase with the vehicle due to the dishonesty of the dealership / sales people.

  First I was told by the dealership / sales people:

  The dealership did not install the device. They didn't know where it was located and I could be in 27 different locations, and the last time they tried to locate one to remove it it took their technician 3 hours to find it. These were all lies. I contacted the manufacture of the device "Recovr", they asked for my vin number, and told me this device was dealer installed. See attached correspondance.

  The dealership basically told me if I wanted to purchase the vehicle that I had to purchase the anti-theft device that was not included in the advertised price listed. This is false advertising. I didn't want the device but was chorused into purchasing it by the dishonesty and lies told by the dealership and sales people that it couldn't be removed which was not true.

  They referred to the anti-theft device as an "add-on", and used the example of tax, dealer prep, title transfer, and registration. Everyone knows and expects to pay for the tax, dealer prep, title transfer, and registration with a dealer vehicle purchase. These are non tangible items that are regulated by State, city and government. The Anti-theft device is a tangible item that could be removed and isn't a required item, much like wheel covers, upgraded floor mats or other dealer installed tangible items.

  The advertised price of the vehicle was not correct due to the anti-theft device, and I was lied to about the possibility of removing it. That is my main complaint, and I need this resolved to satisfy my BBB complaint.

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My engine light came on within 2 months of my purchase. The employees at this dealership are very racist and very unprofessional . I would never recommend anyone to this dealership . *** filed a dealer complaint. Someone need to investigate them. They are selling cars that are being traded in with all kinds of issues. They do a quick fix, then once your 30 day warranty with the dealership runs out. Then you have to go to the extended warranty to get your vehicle repaired. Ifs a big money scams!

  

  Business Response

  Date: 02/15/2024

  I would like to extend our sincerest apologies for the less-than-satisfactory experience you recently had at Gurnee Hyundai. We deeply regret any inconvenience or dissatisfaction you may have encountered, as providing excellent customer service is our top priority.
  
  At Gurnee Hyundai, we strive to create positive and memorable experiences for our customers, and it is disheartening to learn that we fell short of your expectations. Please accept our sincere apologies for any inconvenience or frustration you may have experienced during your visit.
  
  Your feedback is invaluable to us, and we take your concerns seriously. Rest assured that we are taking immediate action to address and rectify the issues you encountered. We are committed to continuous improvement and will be conducting additional training sessions for our staff to ensure that they better meet the high standards of service that we aim to provide.
  
  Our goal is to not only meet but exceed your expectations, and we are determined to learn from this situation to better serve you and our future customers.
  
  We would appreciate the opportunity to make amends and regain your trust. If you have any specific details about your experience that you would like to share or if there is anything we can do to rectify the situation, please feel free to reach out to us directly at ************, and ask for *****************************, our General Manager.
  
  Once again, I apologize for any inconvenience you may have experienced, and I want to assure you that we are taking immediate steps to address this matter. Your satisfaction is of the utmost importance to us, and we appreciate your understanding as we work to improve our service.
  
  Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.

  Thank you,
  ***********************

  HR Director

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

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21196649
  
  I am rejecting this response because: I had a service appointment on February 5, 2024 at 4:30.  It was about 6 people in the area. No one asked if I needed any assistance and left me sitting in my truck over 20 minutes and wasnt offered any service until I said something to them. A white man pulled in service after I did, they rushed over to him to see what he needed help with right away. When I purchased this truck, I was informed by ****, that I would be eligible for another key fob free of charge. Spoke to Imid Indian guy whos over the key department. I was told they dont program key fob for ***** cars. He also told me I would have to pay about $200 to get another key fob. When I asked about **** , and what I was told. He advised that guy no longer works there. A total waste of my time and gas making the drive. I still have no resolution to my issue. This car dealership is family owned and the staff are very racist. I would never recommend anyone to this dealership. They should be closed down. Ive never been treated this way by any dealership Ive dealt with in my life. I truly hate I ever stepped a foot in this dealership. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/19/2024

  I would like to extend our sincerest apologies for the less-than-satisfactory experience you recently had at Gurnee Hyundai.We deeply regret any inconvenience or dissatisfaction you may have encountered,as providing excellent customer service is our top priority.
  
  At Gurnee Hyundai, we strive to create positive and memorable experiences for our customers, and it is disheartening to learn that we fell short of your expectations. Please accept our sincere apologies for any inconvenience or frustration you may have experienced during your visit.
  
  if there is anything we can do to rectify the situation, please feel free to reach out to us directly at ************, and ask for *****************************, our General Manager.
  
  Once again, I apologize for any inconvenience you may have experienced, and I want to assure you that we are taking immediate steps to address this matter. Your satisfaction is of the utmost importance to us, and we appreciate your understanding as we work to improve our service.

  Thank you,
  ***********************

  HR Director

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

• Initial Complaint

  Date:10/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought the car on 6/27. Been trying to cancel the extended warranty and gap since 8/8. The dealership finance manager tells me I need to go online to cancel and gives me link to the form I attached of smart auto Care. They do not hold the contract it's aagi. On my behalf **** has tried numerous times to work with the dealership to get this canceled. But he keeps telling me I need to go online . The insurance company says I need forms from the dealership. *************** has absolutely nothing to do with my contract with the extended warranty and Gap so he is intentionally giving me the run around. The second attached form is the contract through aagi/AG+. Not smart auto care! I have even talk to smart auto care about this .

  

  Business Response

  Date: 10/11/2023

  First and foremost, I want to express my sincere regret for any inconvenience you may have encountered while seeking assistance at our dealership. Providing exceptional customer service is our top priority, and we acknowledge that we failed to deliver on this occasion. Rest assured, your feedback is invaluable to us as we constantly strive to improve our services and provide the best possible experience for all our customers.
  
  To address your concerns, I would like to assure you that our team is already taking the necessary steps to prevent similar situations from happening in the future. We are conducting additional training sessions to reinforce our commitment to customer satisfaction, and we will be closely monitoring the quality of service provided to ensure that this does not recur.
  
  Regarding your warranty, we understand that you may want to cancel it due to the unsatisfactory experience you had. To initiate the warranty cancellation process, kindly visit our website at www.banyansmart.com/cancel. The webpage provides a step-by-******************* to help you through the process, and if you encounter any difficulties or have further questions, please do not hesitate to reach out to our Director of Operations Chicagoland North, *************** at ************.
  Once again, I extend my sincere apologies for the inconvenience you faced, and I want to assure you that we are committed to making every effort to regain your trust. We genuinely value your business and hope to have the opportunity to serve you better in the future.

  Thank you,
  ***********************

  HR Director

• Initial Complaint

  Date:09/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a used vehicle from this dealership in July of 2023. We purchased the extended warranty ($3000+) was told by the finance manager it was bumper to bumper. 1st issue is that they told us while purchasing the vehicle that they just did the brakes, **** miles later the brakes are grinding. 2nd issue they sold us the vehicle with a leaking power steering pump. As stated before we purchased the extended warranty, their service department informed me that the pump itself was covered under warranty but the hoses were not. The service department quoted me $1100 for 2 hoses and 4 hours of labor. 3rd issue their service department said the deductible was $155 for the warranty and it went up to $175 upon picking up the vehicle without any service performed. 4th issue the service department attempted to charge me for the power steering pump when we told them to cancel the entire project. DO NOT BUY FROM THIS DEALERSHIP!!!!!

  

  Business Response

  Date: 09/28/2023

  Your satisfaction is of utmost importance to us, and we deeply regret any inconvenience this may have caused you.
  
  To address the situation and ensure your continued satisfaction, we have taken your previous car back on trade, and I'm pleased to inform you that we have placed you in a Chrysler Pacifica. We believe that this vehicle will meet your needs and expectations, and we are committed to ensuring a smooth transition for you.
  
  If you have any questions or concerns about your Chrysler Pacifica or any other aspect of your experience with us, please do not hesitate to reach out to our dedicated customer service team. They are here to assist you and address any inquiries you may have.
  
  Your satisfaction is our top priority, and we value your business. We apologize once again for any inconvenience you may have faced, and we are committed to making your experience with us a positive one moving forward.
  
  Thank you for choosing us as your ****************** provider, and we look forward to serving you in the future. Your feedback is essential to us, and we are here to ensure that you have a pleasant and hassle-free ownership experience.

  Thank you,

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

  HR Director

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