ComplaintsforGurnee Hyundai-Genesis

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  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

  05/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

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

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car started making noises when it was picked up from the Hyundai ************. Hyundai ************ replaced the transmission but was unable to do anything with the engine. We were advised to drive the car to the Hyundai Gurnee. This car has been in Hyundai Gurnee since June 26, 2023. The car was purchased brand new in 2018 and it has less than $71,000 miles in it. It received regular oil change and other maintenance at *********** Although we have a casemanager (from Hyundai) in June, there has not been any resolution. We have submitted maintenance records and I check in with the service adviser on a regular basis. My car is still at the Hyundai Gurnee and after waiting at least five weeks for the warranty department to respond, I get a text from Hyundai Gurnee for maintenance records. These maintenance records were submitted a while back so I do not know why they are asking for the same records. I was not given a loaner while my car is with Hyundai Gurnee. This has been a nightmare to deal with.

  

  Business response

  09/28/2023

  On September 13th, 2023, our General Manager, ***************************** and informed you that the necessary parts for your engine replacement had arrived, and we provided you with a loaner car while your engine was being replaced.
  
  At that time, it seemed like you were satisfied with our service and the arrangements made for your convenience. We always strive to ensure our customers' satisfaction, and your feedback is essential to us.
  
  However, circumstances can change, and we want to make sure you continue to have a positive experience with us. If anything has changed since your last conversation with *******, or if you have any questions or concerns about the engine replacement or the loaner car, please do not hesitate to reach out to us. Your satisfaction remains our top priority, and we are here to assist you in any way we can.
  
  You can reach us at ******************************** or ************. We appreciate your business and value your trust in us.
  
  Thank you for choosing Gurnee Hyundai. We look forward to continuing to serve you with the highest level of service and quality.

  Thank you,

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

  HR Director

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

  Customer response

  10/03/2023

   
  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

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our new Hyundai into the dealership where we bought **** on or around Friday, June 11, 2023. because it was making horrible noises from under the hood. When we dropped the car off we were told that they would have a rental car for us on Monday. We were contacted the next Tuesday, June 13, 2023, by the service office. They let us know that our NEW Kona needed a whole new engine and asked for our registration (which is in the car) and proof that we actually own the Kona (odd since we bought it there). However still nothing about a rental car. We did not hear ANYTHING from the dealership until mid-July, I called 37 times in that 6 weeks we did not hear from them and either no one answered or they would answer and hang up on me and they asked again that we prove we own the car. My husband was emailed 1 form that needed a signature. He signed it and sent it back immediately. We were then told by a service agent that they no longer offer rental cars because they have to fix so many engines. We did find out that was not true and they do offer rental cars for the new vehicles needing service, they just did not have one for us. It is now August 22, 2023. We have been without a car for 3 months now and still, Hyundai has our car and has not provided us with any support for transportation at all. We still do not know when we are going to get our car back. I don't know who else to contact and am hoping to get this resolved.

  

  Business response

  09/28/2023

  Thank you for bringing your concerns to our attention, and I apologize for any inconvenience you experienced during your recent interaction with our dealership. We appreciate your feedback and value your business.
  
  I'm pleased to hear that your vehicle has been successfully repaired and is now functioning properly. However, I understand that the main issue you encountered was a lack of communication, and for that, we sincerely apologize. Your frustration is completely justified, and we recognize that we fell short of our commitment to provide excellent customer service.
  
  Your feedback is valuable to us, and we take it seriously. We will use your experience as a learning opportunity to improve our communication processes and ensure that our customers never have to go through such frustrations in the future. We aim to provide a seamless and hassle-free experience for every customer, and we're committed to working diligently to achieve that.
  
  We genuinely regret the inconvenience you faced and understand your concerns about not returning for sales or service. Please know that your satisfaction is of utmost importance to us, and we are dedicated to regaining your trust.

  Once again, I apologize for the service you received, and I appreciate your patience and understanding. If there's anything more we can do to assist you or if you have any further concerns, please don't hesitate to contact ***************************** at ************ or **********************************************************************
  
  Thank you for choosing our dealership, and we hope to have the opportunity to serve you better in the future.

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

  HR Director

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

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted Gurnee Hyundai multiple times and they refuse to reply. I am tempted to get lawyers involved but am first hoping the Better Business Bureau can work with them. Hyundai North America settled with Hyundai owners a class action lawsuit for faulty engines in certain models which includes the 2013 Hyundai Sonata Hybrid Model. All I want is the maintenance records from when this dealer serviced the car and deemed it inoperable. I am not suing or getting into legal action with the dealer. I want to be clear the lawsuit was already settled with Hyundai North America as to vehicle defects. I had a $35,000 Hyundai Sonata Hybrid have an entire engine destruct and it was taken to Gurnee Hyundai for repair. They could not repair it without replacing the entire engine so it was towed out of the dealer and basically sold to Carmax for scrap of $2,000 as an inoperable vehicle in September/October 2018. It is insanity I have to go to these lengths with the BBB. I understand it is almost 5 years ago but I know they have the records. The first time I called them at the dealer in late June 2023, I spoke with someone (believe it was ****** but it was hard to hear her name) who I gave the *** to and they said ok yes they see all these records. They said they will send them by email. That evening when I looked at my email there was no email and for the last ***** days I have been calling and Gurnee Hyundai refuses to rectify and send me these records. Can someone do anything please to make them an honest business and provide ALL records associated with this one maintenance event. There is one event so ALL records, billing, maintenance, repair bills etc. This is required by attorneys for class action suit. Details of the car are:*** ***************** 2013 Hyundai Sonata Hybrid White ***** ******** ************ 4D sedan Gurnee Hyundai should not just be ignoring people. Please email these records immediately. Thank you.***********************

  

  Business response

  09/12/2023

  I want to offer my sincerest apologies for the delay you have experienced in receiving copies of your repair orders. I understand the frustration and inconvenience this delay may have caused, and I want to assure you that we are committed to resolving this issue promptly.
  
  The reason for the delay stems from our recent transition to a new ***************** System (DMS). During this transition, we encountered unexpected challenges in accessing our old records, which regrettably affected our ability to provide you with the repair order copies in a timely manner.
  
  I want to emphasize that resolving this situation is our top priority. I have taken immediate action and reached out to our team responsible for obtaining the necessary repair order copies. I want to assure you that we are making every effort to retrieve these documents as quickly as possible.
  
  I understand that this delay has caused inconvenience, and for that, I sincerely apologize. We value your business and trust in our services, and we take this situation seriously. Please rest assured that we are actively working to rectify this issue and will forward the copies of the repair orders to you as soon as they become available.

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

  HR Director

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

  Customer response

  09/17/2023

   
  Complaint: 20485045
  
  I am rejecting this response because:
  This is a meritless apology that is not helpful.  They did not resolve my issue, there is not any compensation for the couple hours I have spent on hold with their dealership (must have called 4 times), sent emails, etc.  I submitted a complaint through their website, and a sales person replies asking if I want to buy a car.  What?  I have it all in writing and they truly are burying themselves if this gets to a legal court of law.  There are ramifications for neglect of businesses especially when it is outward and blatant.  They are going through system updates?  It does not take from June 27th, 2023 when I first requested this to September 2023 to send me an invoice and service record.  They need to figure this out immediately.  I expect it in my email and I am going to Hyundai North America with a complaint this week about the dealership in general.  It is not acceptable.  I want that invoice/service record now!  The BBB reply is automatically listing "Sincerely" with my reply.  This is not "sincere" anymore as I am going to Hyundai North America and if this does not resolve it I am getting the attorneys involved afterward.  This dealer is actively/willingfully being unhelpful with an open class action suit that was already settled in the court of law.  The only thing I can think is maybe Hyundai corporate has told them not to share records and this is an even bigger legal issue.  They need to send this involve/service records, all of them immediately.  In my opinion there should also be monetary penalties for failure of service to this business.  

  Thank you.

  
  

  

  Business response

  09/28/2023

  I would like to extend my sincerest apologies for the delay in providing you with the service repair order you requested. As you are aware we went through a DMS switch over and did not have access. Your satisfaction is of utmost importance to us, and we understand how frustrating delays can be. Please accept our apologies for any inconvenience this may have caused.
  
  I have attached the two repair orders for your reference. They are identified as follows:
  
  Repair Order #******
  Repair Order #******

  If you need anything further, please don't hesitate to reach out.

  Thank you,

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

  HR Director

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

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Fui al principio *** mes ******* al dealler hyundai Gurnee a una revisin de mi carro, por la garanta que tengo. **** que era una falla *** motor, porque lo haba llevado una semana antes a un taller de mecnica * me informaron que es el motor que *a no funciona porque quema el aceite, (cabe destacar que el anterior mecnico no toco absolutamente nada *** motor, solamente miro por encima que el motor *a no **** aceite) * eso provoca tambin la falla *** sensor, les coment al dealler lo que ****, ellos me dijeron que iban a colocarle un nuevo sensor, *o les volvi a repetir que de nada ***** volver a ponerle un nuevo sensor, ellos me dijeron que igual se lo iban a poner * que lo corriera de 500 millas a ***** millas, (cuando me lo entregaron me ****** una parte *** asiento ********* *** chofer, les dije, * no queran hacerlo, me enoje con ellos porque no se queran hacer responsables, al final terminaron arreglndolo). Despus de all maneje el carro como me dijeron * ni siquiera lo maneje 100 millas cuando se volvi a daar el sensor, les volv a dejar el carro * les dije que de nada ***** que le cambiaran el sensor, que por eso *o les haba dicho que era el motor, * que se enfocaran en el motor, no en un sensor, (el dealler que me lo haba visto primero no me cambi un sensor para darse cuenta ******* *** motor, inmediatamente me dijo que el motor estaba dejando de funcionar). Me tuvieron el carro por dos semanas * luego me informaron por mensaje que Hyundai haba rechazado la solicitud *** cambio de motor, * que ellos me podan dar un presupuesto de los motores que ellos tenan. Al final no supe exactamente que fue lo que ellos hicieron pero no lo hicieron correctamente * temo que ellos ha*an empeorado el motor. Como es posible que me ha*an cobrado 155$ por la revisin ********* en la segunda ocasin que lo lleve si ellos mismos *a ***** el problema ********* * me dijeron que volviera * me dicen que Hyundai no aprob nada * que tengo que pagar 155$ cuando era un problema que ellos *a *****. Les esto* enviando dos fotos que *a haba visto *** derrame de aceite, lo que ellos en un mes no pudieron ver.

  

  Business response

  07/07/2023

  ****************,
  After thorough review and discussion with our ************************ Manager, and service advisor, it has come to our attention that Hyundai has declined the claim for the reasons mentioned in the document attached to this email.
   
  Please accept our sincere apologies for any inconvenience this may have caused you. As a valued customer, we strive to provide the highest level of service and support, and we understand the frustration you may be experiencing.
   
  In light of the situation, I want to assure you that we take your concerns seriously. To express our commitment to your satisfaction, we have decided to reimburse you the full amount of the $155 diagnostic fee, which you paid for the inspection of your vehicle. This reimbursement is a gesture of goodwill and is intended to compensate you for the inconvenience and disappointment you have experienced.
  Furthermore, please be assured that we are here to assist you with any future service needs or inquiries you may have. Our dedicated team is ready to provide you with the highest standard of service and ensure your satisfaction as our valued customer.
   
  Thank you for your understanding and patience throughout this matter. We sincerely apologize for any inconvenience caused and appreciate your continued trust in our services. Should you have any questions or require further assistance, please do not hesitate to reach out to ***************, General Manager at ************************* or ************.
  Thank you,
  ***********************

  Customer response

  07/11/2023

   
  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

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: May, 15, 2023 Air conditioning repair completed but while the car was in their possession for 5 days, the steering wheel was damaged. I contacted service department manager and general manager. They have given me 4 different explanations of how the damage could have occurred but refused to take responsibility for the damages. The service department took pictures of the inside of my car when I arrived for service. Those pictures should provide proof of the original condition of my car.

  

  Business response

  06/07/2023

  We sincerely apologize for any inconvenience and dissatisfaction you may have experienced with our service.  We highly value your feedback, and I want to assure you that we take your concerns very seriously.

  Firstly, I want to acknowledge the damage caused to your steering wheel during the service.  Our team has investigated the matter thoroughly and has reimbursed you the amount of $514.78 for the repair of the steering wheel.  The check does show it has cleared our bank.

  Once again, I sincerely apologize for the inconvenience caused.  We appreciate your valuable feedback, as it allows ** to improve and provide better service for all our customers.  Thank you for giving us the opportunity to address your concerns, and we look forward to serving you again in the future.

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

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