ComplaintsforGregory Hyundai, Inc.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had been looking for a used, CPO, Hyundai Santa Fe for approx 3 months. I found Gregory Hyundai in **. I contacted the dealership and worked with ****. He told me he knew the previous owners of the car I was purchasing and it was like new. I agreed to the purchase, verbally and written and he said they had an extensive pre-owned checklist that was completed on the car, so based on that and the car being a CPO, I felt assured purchasing without seeing it in person, first. Because I live in **********, 5 hours from his dealership, we met 25 miles from his dealership in ******, **, still a long drive for me, as well as coordinating drivers to help me. (I met with ***, from his dealership, **** was not present). We signed papers and parted. On my drive home, it was raining and by the time I got home, my front drivers side headlamp was full of condensation. I wasnt too concerned as it was CPO. My boyfriend called **** and he told us to take it to a local Hyundai dealership and they would repair it as a good faith repair and submit it to corporate. We called our local dealer and they said they would not repair it b/c they didnt know if Gregory Hyundai may have power-washed it and cracked a seal or whatever. So we called Gregory back and they said bring it in. Im not driving 5 hours to repair a headlamp that should be covered on a CPO and missed on their extensive used vehicle checklist. Weve been assigned a case manager at Hyundai Corporate, who has missed 2 scheduled return calls to us and when we call his number its constantly busy. On his first last call he told us he still doesnt have an answer and we questioned that if he, representing corporate Hyundai doesnt have an answer, whos going to? Its been a nightmare with Gregory Hyundai and Hyundai Corporate to get a headlamp replaced. Id like the replacement done locally and submit the bill to corporate or Gregory Hyundai. Its CPO- I should not have to spend another dime. This was a FULL CASH PAYMENT.

  

  Business response

  05/20/2024

  **************:

  First, our apologies for any inconvenience.  We have to supply photographs to Hyundai when we perform the *** 173 point check and our tech that does them is normally very diligent (to the point I had to replace an aftermarket headlight that had been put on a trade in. It was not obvious because it looked exactly like the factory one). My best guess is this occurred after the fact. 

  *********************, our manager you dealt with, told me that he suggested (as you corraborated in your letter) you take the vehicle to a local Hyundai dealer because you live several hours from us.  If you prefer to bring it to us, we are more than happy to take care of it.  I understand your frustration, but we have provided you the only two real resolutions to your concern that we can.  I feel like we have done exactly what would be expected in such a situation, and our response does not warrant a complaint to the BBB?

  Regarding the dealership you called, I am not sure how they can tell you that Hyundai will not warranty it when they never even saw it?

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

  General Manager

  Customer response

  05/29/2024

   
  Complaint: 21726376
  
  I am rejecting this response because:
  First of all, why do they get 40 days to respond and I only get seven? It also has not been seven business days. Yesterday was a holiday. This issue has not been resolved and unless they cover the cost of fixing my headlamp, my complaint will continue. 
  I never received a copy of their Point-inspection, as well as other paperwork, they said was included in my folder from them. 
  Gregory has been a nightmare to work with, as has Hyundai. 
  
  I dont care how detail-oriented his service guy is, they blew it on this one. They keep trying to pass the buck and not take responsibility for selling me a faulty car, and fixing this WHOLE situation.
  Sincerely,
  
  *******************

  

  Business response

  05/30/2024

  **************:

  Your response seems to be conflating the BBB and their polcies and us (7 days response time etc.).  Per my initial reply below, we are absolutely not trying to avoid fixing the vehicle.  We provided you the two viable options we can offer (take it to a local Hyundai dealer or bring it back to us).  Your characterization of the matter seems to stem from the fact you don't like the resolutions we can offer.  I don't have a remedy for that, but I do feel we are being fair in this matter.

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

  General Manager

  My PREVIOUS reply:

  **************:

  First, our apologies for any inconvenience.  We have to supply photographs to Hyundai when we perform the *** 173 point check and our tech that does them is normally very diligent (to the point I had to replace an aftermarket headlight that had been put on a trade in. It was not obvious because it looked exactly like the factory one). My best guess is this occurred after the fact. 

  
  *********************, our manager you dealt with, told me that he suggested (as you corraborated in your letter) you take the vehicle to a local Hyundai dealer because you live several hours from us.  If you prefer to bring it to us, we are more than happy to take care of it.  I understand your frustration, but we have provided you the only two real resolutions to your concern that we can.  I feel like we have done exactly what would be expected in such a situation, and our response does not warrant a complaint to the BBB?
  Regarding the dealership you called, I am not sure how they can tell you that Hyundai will not warranty it when they never even saw it?

  
  *********************
  General Manager

   

   

   

   

  Customer response

  06/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me. It is NOT satisfactory to me but Im done dealing with a dealership that refuses to take responsibility for it. It's a dead end. 
  
  
  *******************

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Found a 2008 ****** Solara on the Gregory Hyundai website which looked to be in very good condition. Contacted the the dealership and was referred to a salesman. who advised that the car was in excellent mechanical condition. I asked, if the car had been checked for rust and if the the car had any signs of rust. I was assured that the car had no rust and was checked. I facetimed with him to get a closer look at the car. I received a carfax which showed basic maintenance and owners. The salesman assured us we would get a good reliable car. We put our confidence in the dealership feeling that they were upfront and honest. We purchased the car and had it shipment SC. It was delivered 1/8/2024, on 1/10/2024 I was driving the car and the tire light came on. Air pressure in all tires were good. Then several other indicator lights came on. I made an appointment with ********* for 1/12/2024. They did a Diagnostic Analysis which revealed over 17 issues with the car which could be hazardous to drive. A considerable amount of rust was found. They advised that the repair cost would be more than what the car is worth. I called the dealership that day. The salesman was not there. I called again on 1/13/2024, he was there. On 1/15/2024 I called and asked for management. He was not helpful and basically didn't want to talk with us. We told him that maybe we should contact a lawyer. He told us "have our lawyer contact their lawyer" and hung up the phone. So unprofessional and rude. We obtained an attorney to help communicate with the dealership. We want to return the car and get a refund. I hoped they may have offered to help with repair cost since there was a dealer warranty on the car but no one will talk with us. I'm now inconvenienced with the car and afraid to drive it. I rely on my husband family and friends for transportation. I trusted that this dealership was being up front and honest. They were so nice and helpful in helping us to purchase the car, but when we went back for help they turned their backs on us. Now we have to spend more money to resolve this issue.

  

  Business response

  02/20/2024

  We do not feel this is a fair characterization of our transaction.

  I was not privy to your stated discussion concerning rust on the vehicle, but I can say that I personally saw the vehicle prior to delivery and it did not appear to have rust on the body. Any car from this region that is 16 years old is going to have some degree of rust/oxidation underneath, but ************** that worked on it noted nothing excessive, nor that he would have a concern about (and he tends to be very cautious regarding his recommendations when he looks at a vehicle). 

  Next, the vehicle left our lot in proper working condition.  Your note of a tire pressure monitoring system (****) light coming on after you drove it for a couple of days indicates nothing beyond one, or more of the **** sensors potentially malfunctioning. Those sensors have nothing to do with functionality of the vehicle, and as you noted, the tires were properly inflated. I do apologize for that concern, but you purchased the vehicle As-Is (you signed the Buyer's Guide document to that effect).  

  Regarding the concerns noted by ********** we don't believe their assessment is accurate, or even reasonable.  Many such repair facilities will often attempt to frighten the customer into paying for unneeded services.  While I have no working knowledge of the particular shop you took your vehicle to, I am confident in my technician's assessment of the vehicle, and it was certainly not construed as unsafe to drive etc. 

  In summary, you purchased a relatively low mileage vehicle that is 16 years old. We feel it left our lot in good operating condition.  Things can, and do happen to 16 year old vehicles that cannot be anticipated.  It was your decision to buy the vehicle and to agree to purchase As Is. 

  FYI, when you spoke with our manager and he said he could not speak further once you mentioned taking legal action, that was a reasonable response on his part.  

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

  General Manager

  Customer response

  02/23/2024

   
  Complaint: 21301746
  
  I am rejecting this response because: My husband and I bought this ************************************************************* excellent mechanical condition, to include not rust on the vehicle.  If we had know the car had so many mechanical issues and rust, we never would have purchased the car.  The car cosmetically, is very nice and the mileage is great.  We searched for a ******  Solara online. I drove a 2007 ****** for many years and was very impressed with the car.  I was so excited we we saw this one at the Gregory Hyundai Dealership.  The salesperson was very friendly and helpful with giving us the details about the car since we could not be there physically to check it out.  I checked the ratings with the Better Business Bureau before calling the dealership and it was rated A+, so we felt we would get very help with finding the right car. We asked the salesperson it we could get a reduction in the price since is so old, and we would have to pay the shipping cost as well, which they would not do. We paid $12,000 cash for the car and $900 for shipping.  Now that we have the car, we found that it has major mechanical issues.  I took the car to ********* for a Diagnostic Analysis.  I have taken my 2007 Solara for many years for maintenance and repairs and always got excellent service.  I very seldom took my car to the dealership.  Now Gregory Hyundai is insinuating that ********* is not a reputable company.  I was very upset about that.  My husband and I have been trying to work with the dealership to see how we can resolve these issues.  This has cause us a lot of stress. And now I have I a car I can't even drive, due to the risk of a break down.  I trusted this dealership to help us, but I am sad to say they have not lived up their A+ rating. I would rate them F. 
  
  Sincerely,
  
  ***************************

  

  Business response

  03/09/2024

  I just reviewed the attachments from the ********* you took the vehicle to.  There are no **************** issues noted?  An EVAP system leak code is most frequently a very minor issue indicating a small leak somewhere in the emissions systems of the vehicle.  TPMS sensors, if they are indeed bad (sometimes they can be reset and work fine), are also a very inexpensive fix and they are not necessary for the use of the vehicle.  They simply track the air pressure in the tires.

  I am sorry you reject our reply and stance, but in our opinion you have been mislead (or you misunderstood them) by that repair facility as to the severity of concerns relative to your 15 year old vehicle.  

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

  General Manager 

  Customer response

  03/15/2024

   
  Complaint: 21301746
  
  I am rejecting this response because: My husband and I purchased the 2008 ****** Solara from the Gregory Hyundai Dealership without being fully informed of all the mechanical issues the car has. We know it is an old car, but we should have been given the opportunity to judge for ourselves whether we should purchase the car with the current mechanical issues or not.  We were lead to believe that the car was in very good mechanical condition to include no rust on the vehicle. I was told that the car had been on their car lot for several months.  Why didn't they have the car checked out prior to selling it.  I consider this false advertisement and just trying to get rid of a problem car to the first buyer interested in purchasing a used car that cosmetically looked good.  The diagnostic analysis showed major issues with the car, which will cost us thousands of dollars of repair cost.  The dealership, which was so friendly in the beginning and so persistent in trying to get us to purchase the car, has now totally turned another cheek, and look at us as the bad guys trying to get over on them.  They have not even tried to listen to us and work out a way to help with the repair issues, even as stated on the car window sticker, Dealer Warranty, Dealer will pay 50% of the labor and 50% of the parts that fail during the warranty period, 15 days or 500 miles.  The dealership wanted to say we purchased the car as is, because they knew there were major issues with the car that were not revealed to us prior to purchase.  I have driven a ****** Solara for over ten years, and found it to be a very good and reliable vehicle with appropriate maintenance and up keep.  My ****** Solara had over ******* miles before it was totaled in a car accident and it was in very good mechanical condition.  Yes, we purchased an older car, because I wanted the same type car and I was confident in the beginning with the Gregory Hyundai Dealership that they were honest and truthful in helping us purchase the right vehicle, especially since we are out of town and could not be there physically drive the car and check it out. I really like this car and I am heartbroken that I can't enjoy it and feel comfortable driving it.  At this point we have no other choice than to pursue a law suite against the Gregory Hyundai Dealership.  We are in the process of obtaining an attorney in the IL area to pursue the case.                    
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I previously had a loan contract with this company when I purchased the vehicle from them with added warranty, GAP and theft coverage added to it. I then refinanced the loan with my local credit union and contacted the ** Warranty to cancel all the coverage policies they had on my vehicle as of 02/16/2022 and I signed and returned cancellation forms for each one to ** Warranty who stated that they had to send the refund check to the dealership who would then send a refund check to me or to Rock ******************* that I had refinanced through as the credit union stacked the amount of those coverages onto my loan and said they would apply the refund to my principal when received from Gregory Hyundai and reamoitize my loan to reduce my monthly payment. I have lefted numerous phone calls throughout this process with *** Lapaisa and emails and only once was able to get him on his personal cell phone and he said they were taking care of that which was back in March. I spoke with ***** the financial manager on 03/28/2022 and he assured me he would follow up on this and said that when they receive the refund from ** Warranty and company they would refund the credit ************ issue checks on the 16th of the month. Well April 16 has come & gone and no one has received any refund, not me or my credit union. I am tired of sending emails that get no response & leaving messages that never get return phone calls. I left ***** a message again yesterday, May 3, 2022, and he has not bothered to respond once again. This money is owed to my credit union since they paid off the loan that Gregory Hyundai had made & they had included the cost of those warranties into my loan balance as part of my monthly payment. I though I could trust them as *** seemed to be working very hard but I guess it is just like they say about car *********************** horrible ****************** just justified why people feel this way me included. I want someone to refund this money immediately

  

  Business response

  05/16/2022

  ****************** did cancel her service contract, gap and theft protection, which was financed with ************ once we were paid we were waiting for clearance from *********** that they were not going to refund the customer and charge us back.  We received the clearance on May 4 per ******* from ***********.  ****************** was contacted and instructed us to mail the refund check to her, which we did on May 4, 2022  

  Customer response

  05/17/2022

   
  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,
  
  *******************************

*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. ↩