Complaints

This profile includes complaints for Ray Skillman Ford & Southside Hyundai and Genesis's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ray Skillman Ford & Southside Hyundai and Genesis

  1250 US 31 South Greenwood, IN 46143-2411

  
• 

  Ray Skillman Ford & Southside Hyundai and Genesis

  1300 US Highway 31 S Greenwood, IN 46143-2413

  

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:02/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First of all this is a shortened version-not enough room to put all info. Numerous dates from 6/24-12/24. Vehicle taken in due to issue with front end noise. Work done had nothing to do with issue vehicle returned to us still did not resolve issue & cost us $1719.37. We received email 12/20 stating service complete pick up vehicle-they didnt ever fix the problem. Sent email to owner he did not respond but forwarded to **** in service department. Long story short we took to another dealer to get repaired.

  Business Response

  Date: 02/08/2025

  ******* *****,
  
  Thank you for contacting me regarding this issue. I will give you a detailed account of what we did to the vehicle as well as what we did to try and resolve the issue.   
  
  On 6/17/2024 the Edge was brought in for a concern of Customer states that the vehicle feels like it is slamming into gear. Customer states this happens most when taking off or coming to a stop.  Our transmission Technician at this time was unable to duplicate the issue that they were having.
  

  On 7/1/2024 the Edge was brought in for the second time. This time the concern was Customer states clicking noise from the front end when on and off the gas. We had our quality control Technician ride with the customer to verify the noise this visit. The noise verified was a popping noise vs the stated clicking noise.  At that time, we checked the transmission and engine mounts. No issues were found. We then involved our suspension Technician because there was play in the lower control arm assemblies. Using specialized equipment called a Chassis Ear we determined that the cause for the audible popping was the worn lower control arms. It was notated at this time and recorded in the notes that there was movement present in the power transfer unit. The power transfer unit is connected to the output portion of the transmission. The observation was given to the customer over the phone and is on the customers printed invoice. The lower control arm estimate was given to the Customer and was approved. We installed the new control arms, performed a suspension alignment and test drove the vehicle to verify that the popping noise was gone.     
  
  On 7/8/2024 the Edge was brought in a third time. The Service Manager rode with the customer. While the noise was very faint, it was verified at that time. With extensive diagnosis the noise was diagnosed to not be in the power transfer unit but in the final drive of the transmission. When talking with the Customer about the diagnosis it was stated that he did not want to pay for the transmission and also wanted the money back for the suspension repairs. It was explained to him that the control arms were loose and unsafe and that we would try to get ****************** to  pay for the Transmission repairs. The case was filed with ****. **** came back on 8-27-2024 they would only cover $1,601.98 of the $4004.00 repair. The service manager advised the customer of Fords answer. The customer declined repairs. The Service Manager attempted to get more assistance but was unable.

  The monies the customer is requesting be returned were for a necessary and safety related concern. The repair is separate from the transmission repairs, they also had to address on the Edge. 

  We have attempted to help the customer throughout the process and do not feel any refund would be warranted. 

   

   

  
  

  Customer Answer

  Date: 02/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  So, let me just say we bought our 2019 **** Edge ST from Ray Skillman Ford and paid over $50,000 for it and there should not be an issue with the transmission at the mileage of 66,795.

  We came in 6/14/24 for an oil change and was told to bring back in on 6/17/24 to check out the issue we were having. And by the way every time it was brought in was for same reason not different as you stated. 
  Your transmission tech did not duplicate an issue with the transmission however approximately 3 weeks later it was in fact related to transmission.

  On 7/1/24 you changed control arms and did an alignment. You stated suspension tech was involved due to play in lower control arm assemblies and determined the cause was worn lower control arms and movement present in power transfer unit which is connected to portion of transmission. The vehicle was delivered to our house. However, my husband test drove it and issue was not resolved. We returned vehicle same day.  So obviously it was not test drove after supposedly fixed. After 2 weeks of no contact from you we went in and were advised the vehicle had not been touched. So we brought it back home. 

  We were also advised they were working on another vehicle that had warranty that had same issues we had. So our vehicle just sat there.

   After 3rd time in, you determined it was not power transfer unit but the final drive in transmission. So 3 weeks later were out $1719.37 and vehicle still not fixed. 
  

  After a month dealing with this **** from service sent a request to ************* to see if they would cover any of the expenses. We had to go in to find out that they did approve $1600 and left a balance of $2400. But was advised **** was trying to get them to pay additional. That was Sept or October. 
  We never had any correspondence with anyone there till 12/20/24, when I received an email stating service complete and we could pick up our vehicle. They did not have our vehicle and never completed service.  
  And by the way my husband never said he was not paying any out of pocket. That is not realistic to think you would pay nothing on repair of your vehicle. 
  

  After 6 months of dealing with the frustration of no communication and paying over $1700 and still not getting our vehicle fixed we decided to go to another dealer. 
  

  They diagnosed issue, contacted **** Motor Co and repaired our vehicle in 3 weeks. 
  

  Also would like to say I sent an email to Bill Skillman and got a response from **** in service. If I had wanted to talk to **** I would have emailed him. 
  After talking to **** he said we did not need a transmission, after we did take our vehicle to another dealer to have repaired. But how would he know after not having our vehicle in there for over 3 months. 
  

  As far as stating this is separate issue and not related to transmission repair, we did not bring in for that..Do you just start repairing things as process of elimination not knowing what the problem is? And is that why our vehicle sat cause we didnt have warranty? That can run into a lot of money that we dont have due to being on fixed income.

  As for helping us throughout the process-I would really like to know how you did that:

  1) By fixing something that did not take care of the issue and costing us $1719.37

  2) Keeping us in limbo for 6 months with no communication for the last 3 months as status of anything going on?

  I would hope you dont treat all customers as we were treated. 
  Needless to say you have lost our business and I will be sure to spread the word how efficient you were!

  
  Regards,
  
  ******** & ****** *******

  
  

  Business Response

  Date: 02/18/2025

   

  While we do understand the frustration, we did offer a repair solution that was far less money than the cost of replacing or repairing the transmission. The customer declined at that time and chose to have it repaired elsewhere. While we are always striving for better communication whenever we hear that we have fallen short of a customer's expectations, we feel that we have conducted ourselves in good faith and to the best of our ability to bring this issue to resolve. 

  Customer Answer

  Date: 03/03/2025

  I did respond but didnt get anything back not sure why this says I didnt

• Initial Complaint

  Date:09/20/2024

  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.

  Business will not honor online price due to their error even after pulling my credit score and verifying the price ( at least said they did) . This caused me to take a new inquiry, and be out of the car since their " correct price" was $10,000+ more.

  Business Response

  Date: 09/21/2024

  *******,

  We certainly did not intend on having a pricing error. We work really hard for these situations not to arise, but humans make errors and technology is not perfect.  The moment we knew there was a mistake, we made sure to let you know, and we have corrected the mistake on our end.  

  We have disclaimers on the website for these occurrences, which happen rarely, but nevertheless they are there in case mistakes do arise.

  We apologize and are sorry for the inconvenience.  

  ******

  I have attached two screenshots, showing the lead coming in at 9/20@ 11:15 am and the text to the customer altering him of the pricing error by 11:26am. 

  Customer Answer

  Date: 09/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  something still needs to be done about this mistake. It is illegal under the consumer pricing laws for you guys to not sell the car at that advertised price. If someone from higher up can call me i would be more than happy to make ends meet and get together a fair deal without having $10,000 off. Id be okay meeting somewhere in between. 
  Regards,
  
  ******* ******
  

  Business Response

  Date: 09/24/2024

  *******,

  I am surprised to see your response as you are still currently working with your salesman (who also happens to be a family member of yours) and he has communicated with the management team about assisting you in getting a great deal. It seems that you have narrowed your search down to two vehicles and you are working together to get the insurance? So, we are confused at the response you provided today.  

  Ashley 

• Initial Complaint

  Date:08/02/2024

  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.

  the white hood of my ******** is peeling everywhere. I was told to take my car to get an estimate from a body shop then bring the ************** back to Hyundai to have pictures taken, they would then submit this information & call me with a percent Hyundai would cover. The estimate was for $926.28 Hyundai said they would cover 60% of this ********** would be responsible for the other 40%. I agreed to these terms. I was told to make the appointment with the body shop, when it came time for payment to have the body shop call Hyundai, ask for ******** and give them my name to open my file. 7/11/24, I told the body shop the steps to take to have Hyundai pay their portion. The body shop then notifies me that Hyundai said I have no claim open, it was closed due to inactivity. I was also told at this time Hyundai would only be paying $375.84 which is roughly 40% of the estimate I had done. To recall I was told Hyundai would pay $555.72 (60%) I was responsible for the $375.84 (40%) back in june. ******** informed me I was wrong, thats not what she told me. They would never cover 60% of a body shops estimate as thats the price for an individual, they would pay a dealership rate which is 60% of a price from Hyundai. ******** sent an email 7/11/24 of a paint worksheet of a drop box price to repair a hood for my car. Total coming to $626.40 from this amount Hyundai would pay 60%. I paid the full amount to get my car back from the body shop and called Hyundai consumer affairs to file a complaint. I spoke to two different people explaining what happened, they confirmed the estimate amount from the body shop is what is to be paid at 60% not a worksheet created by the dealership. was told unfortunately they could not do anything until the dealership submitted to have my case reopened. It is now 8/2, the case was just reopened and I was told regardless of escalating this issue I have to deal with the dealership to make it right though they will not pay the original amount.

  Business Response

  Date: 08/06/2024

  In response to ************************ complaint of percentage of goodwill paintwork paid by Hyundai ************* and work completed by ******* Body Shop.
  Ray Skillman Hyundais only involvement was filing the claim with Hyundai ************* for ********* ***** Hyundai ************* was willing to goodwill 60% of work done on $****** worth of paint repair. (This being the amount Hyundai ************* believed the work could could have been completed for. Different Body Shops charge differently depending on there labor rates, paint cost, supply cost etc.)
  ********* **** chose to have her work completed by ******* Body Shop that had an estimate that was over the amount that was going to be covered by Hyundai Motors 60% estimate. Therefore the customer owes all amounts over the 60% that Hyundai Motor is covering.
  Ray Skillman Hyundai has no affect on or influence of the amount of warranty/goodwill paid by Hyundai ************** We are simply the middleman/representative to submit the claim for the customer. Ray ********************************************* does not make any money by submitting the claim. 
   
  Attached you will find the sublet worksheet that shows the maximum warranty allowance that Hyundai basis the 60% coverage on.
  You will also find the email from my service manager that shows the 60% amount that would be paid of the ****** which is $375.84 that was sent to ********* *****  
  
  This seems to be a misunderstanding by ********* **** of how much money Hyundai ************* was willing to goodwill...

  Customer Answer

  Date: 08/17/2024

  No payment has been received from Hyundai. My complaint is I was told one amount back in may, and now that a payment is due Im being told a completely different amount. I was told if I didnt accept the amount offered the case would be closed and all documents with it lost. Forcing me to accept it as the damages are now fixed and I would lose all documents to file a further complaint. 

• Initial Complaint

  Date:10/24/2023

  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.

  On 9/26 I agreed to lease a ********** Outlander from this location using the **** program. This is the same day that inspection was complete and I was told the vehicle had no issues and I drove it about 7 minutes home. On the morning of 9/27on my way to work the vehicle started stalling and would not accelerate, I called and was told to bring it back. On 9/27 I was told they would take a look at it, given a loaner vehicle, and told that when a different loaner was available I would be called to swap. If the repairs were too major I was told I would be allowed to swap my agreement into a different vehicle, when asked about canceling the agreement, I was told it was final, basically I was stuck with no way out of it and that they would have it fixed at no charge to me. The first loaner I was provided was a van that had either a sensor problem or a leaking tire which cause me to have to put air in it daily. When I called I was told they would make a note and they would check with service on the Outlander. On 10/2 I got a text message saying the Outlander would be ready in 2 weeks to which I replied saying I would not keep airing the tires for that long and the same day they switched me to a different van. The second loaner van had the same issue, I went in to renew my loaner agreement and they graciously took a look at the tires and said its probably a sensor and to not worry about it. I was also told I would get a call when a loaner was available to swap it out, talked to about the **** Escape they had in service that could be used, and told they would follow up with me. I was also told the Outlander had been put in the emergency list and I would be getting a call with a new date since that put it at a high priority. That happened last Tuesday 10/17 and I had not heard anything back, I called today 10/24 and my phone call was not pleasant and I was told to just wait and since I had the loaner I wasnt missing out on anything and I still owed any upcoming payments.

  Customer Answer

  Date: 10/24/2023

  It should be for Ray Skillman **** *********** ********* ** *****

  Business Response

  Date: 11/02/2023

  At this time the customer and I have been in contact and we are working to find her a safe and reliable vehicle. The one she is looking at is being serviced and hopefully she will be back on the road soon! 

   

   

  Customer Answer

  Date: 11/13/2023

  Hello, 

  After waiting an additional 2-3 weeks, the General Manager did unwind my agreement and I was able to get a vehicle from a dealer, no affiliation, with the refund. They only did a partial refund due to keeping me in the loaner against my wishes but to be done with the company I was willing to accept it., I have left the case open with the Attorney General as I do not feel their practices are geared to the general pubic and are predatory. Here it is today that I received a call stating that they were still working on the car and I let them know I had went elsewhere, this was already communicated but just goes to further show how disconnected everyone is. I do not recommend this company to anyone. It is especially heart breaking as 3 of my family members purchased their vehicles from Ray Skillman and I am  not sure if it was because I was dealing with leasing, but they had no issues what so ever. 

• Initial Complaint

  Date:10/11/2023

  Type:Order 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 will be uploading a letter detailing the events with this business

  Business Response

  Date: 10/16/2023

  BBB,

  This customer did not purchase their vehicle, nor does service work with us.  Customer's spouse was verbally abusive to our staff and used profanity and gestures unbecoming.  We will not allow guests to treat our staff with disrespect all the while we work to resolve their issues.  

  Here is the email I have already sent to ******************

   

  ******,
  
  I was on Fall Break when you emailed, so I apologize for the delay in responding. 
  
  I was made aware of the situation on the drive the day you were here.  We are an extremely busy service department and work super hard to make sure we service as many customers as possible, along with meeting their customer service needs.  However, sometimes it is in our best interest to ask a guest not to return. These cases are far and few in between.  Any time a guest is verbally abusive to our staff, especially before any service has been performed, we kindly ask that you find another service facility with whom you would have a better working relationship.  
  This being your first time in, along with not purchasing from us, sets a pretty shaky foundation for any business relationship.  Our staff, whom we do have long standing relationships with, come before any customer choosing to be verbally abusive.  
  
  I'm sorry that we are not able to service your vehicle, and hope you find a facility that can better meet your needs. 
  
  ************************;

  Customer Answer

  Date: 10/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  The response states that we were verbally abusive and used profanity to the staff member this is not true my husband never spoke one word to ***. We were not abusive to your staff in fact *** to put it nicely was a jerk to me. You have one employee that gave his side of the story there was 1 other staff member in the service area. My husband did use a gesture that was inappropriate but, never uttered a word. Why would i tell the truth about that and not what was said. I may not have purchased from your dealership specifically but, i have purchased from the others and i have had my vehicle serviced at those dealerships. I understand you don't want guest to be disrespectful to your staff. Your staff should not be disrespectful to guest and that's exactly what *** was. He laughed at me when i ask about a rental car and i let it go. i might add i did apologize for my husband inappropriate gesture not that it takes that away. And I have trouble believing you staff member is being completely honest about the interaction as he lied to me and stated he ordered the part to fix my car when in fact you all knew you had no intention of fixing my car. why not just be honest about it. So why should I believe him. At least I know I was honest about everything that happened. Again there was never one word of profanity used and no abusive action in any way. I might add there have been 7 complaints against your dealership in 12 months and several talk about the rudeness of the service department and the lack of communication. Thank you for your time. Don't worry i won't come back i don't want to be treated the way your staff treated me just to be told i'm lieing about the situation.

  
  Regards,
  
  *************************

  
  

• Initial Complaint

  Date:08/17/2023

  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.

  I purchased a 2018 Hyundai Santa Fe Sport in November 2020. Apparently, there is a known issue and the manufacturer is replacing engines. My engine went out in mid June of this year on a Sunday. I called them first thing Monday morning. They could not get my car in to be looked at Until July 20th. I called in the afternoon that day to check on the status of my car and they stated it could be up to 2 weeks before they got to it. They refused to give me a loaner or rental until it was verified that it was a Hyundai covered issue. I was upset, but understood. They let me know on August 1st that it was determined to be an engine issue and that a prior auth was being submitted for a new engine. August 8th, the new engine was approved and they agreed to set up a rental car, but only for 10 days. I asked how long until I had my car and was told "Hopefully within 10 days." I was notified on Monday August 14th that the new engine had arrived. I asked for a time estimate and was told "I'm not sure. Right now we have gotten 9+ engines in at the same time but not that many echnicians able to replace them." That was through text. I have been making payments on my care the entire time it's been undrivable. They are refusing to give me a loaner or extend my rental car, even though they acknowledge they sold faulty vehicles. I don't understand why I should be responsible for paying for a faulty car that I haven't even been able to drive or have in my possession and also pay for a rental car when they are responsible for this issue. It is not my fault they don't have enough techs to cover the amount of cars they have to service. I don't think they should be able to agree and acknowlege that I get a rental car, but not cover it until I get my vehicle back. It's not ethical they get to sell faulty cars and just leave people hanging. I know I'm not the only one that has dealt with this. Even though this is covered under Hyundai, I did also purchase an extended warranty.

  Business Response

  Date: 08/29/2023

  Upon receipt of this complaint, ********************** car had already been in process of the repair.  Since that time, the repair has been made and she has her vehicle.

   

• Initial Complaint

  Date:06/13/2023

  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.

  In February 2023 I had received an extended warranty for the paint defects on the 2017 Hyundai sonata. As I don't like to waste time because I only had 6 years when I received the warranty to have this completed. On February 24th 2023 I had taken my car to the dealership they took pictures and said that they had to be submitted to corporate for finalization in order to get the paint done. I've contacted them several times to see what was going on then I was told that it had been submitted to a different manager ********************* I have spoken to *** only one time and since then March I was told that things were still being processed because they had a lot of cars to deal with and I understand that but communication is key whenever I call he's either in a meeting unavailable or you get a voicemail and messages he never returns and for them this is a good way to ignore the problem instead of giving you an update it is now approaching July the 2nd which is when I purchased the car and by that time the warranty May not be valid because they only gave 6 years extended so I guess this is their way of ignoring you so that the warranty can expire but I know the law. At any rate to be a manager not return phone calls it's not good integrity it makes the company look bad as it already has a tarnish name because of everything else that's going on with the cars the thefts the peeling paint the engine issues the oil plug issues again communication is key just to let me know what's going on to ignore a person it's not good business and word of mouth can either help or hurt a business.

  Business Response

  Date: 06/13/2023

  To whom it may concern,

   

  This message from the BBB was the first time we were notified that **************** was frustrated. We have since reached out to the customer & to ********************** to get an update on the ticket the dealership sent in on 4.26. 

   

  ***********;

  Customer Answer

  Date: 06/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:05/17/2023

  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.

  June 6th, 2022 I picked my car up from Ray Skillman Hyundai ****************** a month prior because it was burning oil. I was told there was nothing wrong with my car. I took the car back in June 2022 because it was leaking oil. When I picked my car up I was told it had a really bad oil leak and they repaired it but wasnt going to charge the full price. I drove my car and the check engine light came back on and I called and let them know. I was advised to bring it back so they could look at it. I took the car back and was told the oil pressure had exploded and I needed a wiring harness which cost about $9,000 and I was advised to file this with my car insurance. I called and filed a claim with my insurance company. The insurance company provided me with a rental car and they concluded that something was punctured under the hood and they didnt pay for the damage. They advised me to go back to Ray Skillman to see if they will come clean and admit they accidentally punctured something to cause the oil pressures to explode. I went back and they informed me there was no way to tell the oil pressure was going to explode. They offered no help not even a reduction in the price of a new car. I was in a Chapter 13 Bankruptcy so I couldnt go over a certain price for a car and the interest rates were astronomical. I was advised not to drive the car because it could go out at any time. I spoke to several managers but didnt get any help to obtain reliable transportation. I had to give the car back as a Voluntary Repo because I couldnt afford to pay for the repairs. The finance company picked the car up in April 2023. Upon getting my things out the car I found the receipt from June 6th, 2022 and it stated they repaired the oil pressure. My car had a small oil leak prior to taking it to get it repaired by *** Skillman, I am seeking reimbursement for the money I paid into the car or a car comparable to what I had. I have receipts from Ray Skillman and my insurance company.

  Business Response

  Date: 05/23/2023

  To whom it may concern,

   

  The customer complaint is about a service visit that was done almost a year ago in July of 2022. In July of 2022, customer spent $394.98.  There is no record of the customer's complaint until this review.  It is worth noting the customer came to service in December 2021, with burning oil complaint and Hyundai ************* declined motor at that time.  

  Customer did not purchase vehicle from our dealership.  Customer mileage of ******* (at last visit over a year ago) falls outside of warranty window.  Customer has not reached out between July of 2022 and now. 

  No refund will be made. 

   

   

• Initial Complaint

  Date:04/06/2023

  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.

  On October 11, 2022 my 2016 Hyundai Santa Fe was towed to this dealership (where I bought the car and am the only owner). It was found to have a blown motor. My car wasn't "fixed" with a "new" small block engine and ready for pickup until February 17, 2023. I was never offered a courtesy/rental car during these 4 months. I also didn't ask because I didn't know that I could. On February 17th when I picked up the car, it just didn't see right. I called them back the next day and was told to drive it for a few days. It started idling rough and started stalling at lights and intersections. The car was returned on February 27th. It took them 3 weeks to figure out that there was something wrong with a bucket on the cylinder heads, that supposedly had been sent out on the original repair to be machined. On March 20th, I was told it was ready to pick up. I picked it up March 21st. I drove off the lot and it still seemed like something was wrong, I turned around and talked to the Service ******* who reassured me everything would be ok/, but to bring back it the service engine light came on. I drove it home and to and from work on March 22nd. That night (the 22nd) the service engine light came on, It has been back at the dealership since March 23rd and they can't give me any idea of what is wrong with it or when I can even get a courtesy car. I was told that even though this is the 3rd time its been there, 5 people are ahead of me on the courtesy car list.

  Business Response

  Date: 04/17/2023

  To whom it may concern,

  First and foremost, we always do the very best we can to fix vehicles right the first time. It is most beneficial to both the customer and the service department to get the vehicles diagnosed, fixed, and back on the road as quickly as possible. 

  Secondly, this is a good customer of ours who has owned this vehicle since January of 2016 (a little over 7 years) and we are working to get the vehicle back in working condition.  We are working closely with Hyundai technical support and following their designated protocol.

  After reviewing the complaint, I got the following timeline. 

   1017/22 - Vehicle came in with a concern of a flashing check engine light (Shad believes had been worked on at another location but I don't have anything in writing showing)
  12/27/22 -approval received from Hyundai to replace the engine under warranty
  2/14/22 - engine repairs completed, test driven, and ready for the customer to pick up.
  
  2/27/23 - Vehicle returned to the shop with a concern that the vehicle idles rough and will die at a stop.
    -  Hyundai technical assistance recommend replacement of fuel injector on cylinder #2 based on data from tablet.
  3/9/23 - approval received from Hyundai to replace fuel injector under warranty
  - vehicle still had rough idle after injector replacement.  Technical assistance recommended to check valve specs. found 2 cylinders out of specifications.
  3/16/23 - approval received from Hyundai to order and replace parts under warranty
  3/21/23 - Repairs completed and vehicle prepared for customer to pick up.
  
  3/23/23 - Vehicle returned to the shop with check engine light on again.  
                  - Had diagnostic codes for the variable timing system.  
                  - Sensors were swapped from the front to the back of the engine and re-driven. Driving the vehicle at least 100 miles to guarantee light does not come back on.

  4/17/23 Drove vehicle close to 80 miles and the check engine light came back on. Our shop ******* called Hyundai techline and they are checking data on cams to check the variable timing. There was a flight recorder session set up and the vehicle was driven again. Flight data has been given to Hyundai techline to review and advise on the next steps. 

  We will continue to work on this until its properly repaired. 

   

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

  Customer Answer

  Date: 04/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I accept their account of the problems with my car.  However I have been without a car for 6 months and have been making payments on said car.  This is the first I heard that the service engine light came back on after an attempt to fix it.  There is no communication and I haven't been supplied with a rental car.  I don't understand why they can't figure this out after having it for 6 months!!!!
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 04/19/2023

  We have completed yet another repair advised by Hyundai tech-line. The vehicle is out being driven to ensure the fix is completed and the remedy is acceptable. Customer has been communicated with and will be notified once vehicle is ready for pickup. 

  Customer Answer

  Date: 04/21/2023

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  Date:02/22/2023

  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.

  I purchased a 2020 Cadillac XT5 from *********************************************** Hyundai Used Car Sales on Saturday, 1/28/2023. **************** was my salesman and **** was the used car sales manager. I told ************** to signing the paperwork that I wanted the car cleaned out because it was extremely dirty. He said he would make sure it was cleaned. After I signed the paperwork, he said he personally cleaned out the car himself. Once I received the keys and was getting in the car, I noticed the car was still very dirty. He said to bring it back to the dealership on the following Monday and the detail manager would clean it. I took it back, which was a 35 minute drive from house and waited for it to be cleaned again. After an hour, **** said it was ready to go and I looked in the car and it looked like nothing was even done. The car was still filthy. So I went ahead and went home and had my son clean it out. Three weeks later, I noticed the fog lamp cover on the driver side was broken. On 2/18/23, my daughter-in-law ***** called **** immediately and told him about it. She sent him pictures of the lamp that was taken at the dealership as proof that the lamp was broken at the time of purchase. He said he would speak to his manager, ****, and get back to me. Two days later, after I texted him three times for an update, he said they wouldn't fix it because it had already been three weeks and there was nothing they could do. ***** then called the General Manager, ***, and told him the situation. ***** had told him that the dealership didn't noticed the broken fog light. *** stated there was nothing they could do and they didn't want to lose anymore money on the car. I spent over $33k on this car with a large down payment. This dealership is refusing to fix the broken fog light which they should have noticed since the car was sitting on there lot for 4 months. I would like the fog lamp fixed by the dealership.

  Business Response

  Date: 03/25/2023

  The nature of used vehicles being used, means that sometimes they have imperfections.  We cannot always fix every vehicle so thoroughly that it becomes like-new, and still stay competitive with market pricing.  On this particular vehicle, the vehicle was discounted over $5,000 and was sold with imperfections. The customer purchased the vehicle with the imperfection and then wanted ** to fix after the sale.  Although we declined to pay for it completely, we did offer to discount the repair to our cost, which the customer declined.  

  Customer Answer

  Date: 04/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Ray Skillman never offered to discount the repair at their cost. 

  
  Regards,
  
  ***********************

  
  

  Business Response

  Date: 05/16/2023

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

   

  We did indeed offer to discount the part to cost for you and to your daughter when she called in on your behalf. If you would like to proceed with the repair we can get that ordered for you.  Please contact our ************ Manager ********************* to arrange the repair. I have already discussed the discount for you with him.

   

  Thanks,

   

  ***********;

  Customer Answer

  Date: 05/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have fixed this issue and will not be coming to your dealership ever again. 
  
  Regards,
  
  ***********************