ComplaintsforRay Skillman Ford & Southside Hyundai and Genesis

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 response

  10/24/2023

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

  Business response

  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 response

  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

  10/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I will be uploading a letter detailing the events with this business

  Business response

  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 response

  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

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

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

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/11/2022 we took our 2013 (****** miles)**** Explorer back in to see why we were leaking oil after previous months oil change and recall when we were told everything looked okay. Well, it was still leaking so we took it back again. We were told it needs a Power Takeoff. We were advised not to drive it. We assumed we could be shuttled back home since back in June for our previous visit a shuttle could be provided. I have a text message confirming this. Now we need to leave our only car for the entire week and was told to Uber or we could rent a car. We are in our 70s and just needed to get back home. We lived 7 miles away so we were in the radius of previous shuttles. Another **** dealership (*****************) is 9 miles away from us and they offer shuttle service where we used to go. Anyway, we had to rent a vehicle we never used the entire week (7/11-7/15) for $275 only to get back home and come back to pick up our repaired vehicle. *** asked my brother in law to ask when he had an appointment and he said he was told there was shuttle service available. We paid $2,390 for our repair that should have been caught the month before but to deny us their shuttle service to get back home is really anti customer service and that it forced us to pay car rental and be out $275 for 7 miles each way to our home. We didnt use the rental car for any other reasons the entire week. We are retired on a fixed income so Im requesting we be reimbursed for the rental car since we were denied shuttle service.

  Business response

  11/14/2022

  Mr & ***************,

   

  I apologize for your experience. I have asked my ************ Manager to reach out to you, to let you know we have processed payment back to you for your rental.  We do not know where the breakdown in communication was, as we do offer shuttle service and employ two separate drivers to help our customers, but we apologize for your frustration.  You should have your refund shortly.  

  Thank you,

   

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

  Customer response

  11/15/2022

  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,

  Antonio & ***********************

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2018 ***** **** for Ray Skillman Ford, it had a horrible shake in the front end. Told ***** my sales guy an he no worries we will have it fixed an cleaned up I was thats sounds good went on to sign paper work an when I got in the truck the shake was still there, I have had it back to the shop 5 time, I took the truck to Tirebarn they said the tires were dangerous an should be replaced an that would stop the shake, took the truck to Ray Skillman Ford an the sales manger said he was going to build me a new truck so I shouldnt have bought the truck!!!! Finally Ray Skillman Ford service replaced two tires an said we are done, so Im driving a truck that has dangerous tires on it with my kids an wife an the sales manger an service manger said we dont care

  Business response

  08/23/2022

  After reading the complaint from ****************, I check in on the issues, and it seems the items have been resolved. Ray Skillman Ford spent $1057.18 along with $574.39 of warranty cost, to ensure the vehicle was in proper working form.  That expense covered two replacement front tires, machined all 4 rotors, and replaced right front wheel bearing. Vehicle was driven by ************ Manager, prior to leaving, to ensure shake and repair were properly completed. 

  As always, we hope that every customer has a perfect experience here, but sometimes mechanical failures happen and we always do everything we can to ensure the vehicle is repaired quickly and our customers are back on the road. 

  Customer response

  08/23/2022

  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

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ray Skillman Ford checked my car when the check engine light came on and said that the engine on my 2017 **** Escape had to be replaced at only ****** miles. They replaced my engine and I later discovered that my vehicle is part of a class action lawsuit.The lawyer said I need to keep my invoice and diagnostic information. However, I was never given any diagnostic printout or form. After contacting Ray Skillman Ford to receive this information, I was told that they would send it to me, but they have not.I have called ***************** (through my translator) several times, but he no longer returns my calls. I cannot move forward with the lawyers until Ray Skillman Ford gives me the diagnostic information necessary.

  Business response

  04/02/2022

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

   

  We apologize for the frustration you have had getting more clear answers. Our Service Manager, *********************, has reached out to you since the receival of this message. We will work with both your translator and yourself to help you get the information you are looking for.

   

  Ashley Haltom 

  Customer response

  04/15/2022

  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.]

  Thank you for your help. Unfortunately, Ray Skillman Ford & Southside Hyundai has NOT met their agreement because they have not give me documentation that I need.

  
  Best regards,
  *****************************

  
  
  

  
  

  Business response

  04/18/2022

  The information the customer is requesting is not available.  The customer is seeking information from the manufacturer about an open Class Action Law Suit that is not available on his particular vehicle, therefore this no way to give the customer what he is requesting. 

*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. ↩