Complaints

This profile includes complaints for Oxmoor Hyundai's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Oxmoor Hyundai

  8107 Shelbyville Rd Louisville, KY 40222

• 

  Oxmoor Hyundai

  8001 Shelbyville Road Louisville, KY 40222

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:06/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Oxmoor Hyundai, Louisville , KY, used the misinformation and direct personal false advertisement claim of “free electric vehicle charging for two (2) years” with the purchase of the exact specific 2025 Hyundai Ioniq 5 N that they were showing me. It was the top vehicle I was considering for purchase. The “free electric vehicle charging for two (2) years” was the main and top selling feature for me as pertained to the specific vehicle they were selling to me. Believing them based on the clearly explicit way they explained about the free charging, I placed a $1,000 deposit on the exact vehicle they made the claim about. On 6/21/24 I returned with a cashier’s check and purchased the vehicle in full for a final total of $76,144.22 paid to Oxmoor Hyundai. Immediately after I signed the paperwork, I was informed that the free charging was not available on the specific model I had ALREADY purchased. I called Oxmoor Hyundai on 6/24/24, understandably upset but still professional and as courteous as necessary. Instead of offering any solution at all, much less transferring me to the GM per my request, early on the sales manager proceeds to have an extreme attitude with me after it was his organization that lied to me, possibly costing me thousands of dollars in unexpected expense. Not to mention the pure inconvenience of this situation to begin with. I live 156 miles from Oxmoor Hyundai, I MUST charge the car if I take it to them for anything. On 6/24/2024, Oxmoor Hyundai via email from **** **** offered to refund my purchase, which does not cover the costs I have already incurred for accessories, window tint, and ceramic coating (all of which can’t be undone). Also the charging I’ve already paid for. Returning it and again incurring those expenses myself for the same model vehicle from another dealer isn’t an option for me. I’m keeping the vehicle. Over 4 days it has cost an average of $12.15 per day. That’s $8,871.32 out of pocket for two years because they lied to me.

  Business Response

  Date: 07/09/2024

  *** ***** ******
  ****** ******** *********** ***** ************* ***** *********** ** *****
  
  Re: ******* ********** ********
  Dear *** *******
  
  
  I am in receiptof *** ******* complaint lodgedwith the Better Business Bureau.I have spoken with *** ***** (fatherto ******* ****** on severaloccasions. Hyundai Motor America has extended assistance; $1200 check to ******* ***** until their new 2025 Ioniq 5 N charging platform is released, which he declined.Hyundai Motor America states that the new platform will be launchedwithin 30-45 days.
  
  Regrettably, we have not reached a resolution that is satisfactory to both parties.
  
  To clarify, Hyundai MotorAmerica provides complimentary charging for certainHyundai Ioniq models; however, *** ******* vehicledoes not currently fall under this program.It is anticipated that Hyundai Motor America will revise this program withinthe current month, and it is possible that his vehiclemay be included under the new terms.
  
  We are committedto resolving this issue and remain open to furtherdiscussions. Please let us know if there are additionalsteps we can take or ifthere is further information we can provide.
  
  Thank you for your attentionto this matter.
  
  
  **** **** General Manager
  
  
  
  

  Customer Answer

  Date: 07/11/2024

  
  July 11, 2024
  
  *** ***** ****** ****** ************** ***** ********* **** ***** *********** ** *****
  Re: ******* ****** **** ******** Dear *** *******
  In reference to your letter,which included an offer of resolution from Oxmoor/Hyundai , a counterresolution is outlinedbelow::
  
  ******* ***** shall receive $1200 immediately as a reimbursement for charging costs already incurred by him due to Oxmoor Hyundai's misrepresentation of incentives on the 2025 Hyundai Ioniq 5 N that *** ***** purchased from Oxmoor Hyundai.
  ******* ***** shall receive $1200, beginning September 1, 2024, and $1200 every 8 weeks thereafter until at such time Oxmoor Hyundai makes "complimentary  charging" (as stated in *** ****** resolution letter) available to him through incentives or reimbursements , and the complimentary charging shall not expire prior to 2 (two) years from the date *** ***** purchased his 2025 Ioniq 5 N from Oxmoor Hyundai, Louisville, KY.
  A statement that *** ******* acceptance of this resolution will not disqualify *** ***** from any promotion/platform/incentive that may exist now, or in the future, for the specific automobile he purchased from Oxmoor Hyundai, Louisville, KY.
  A statement that *** ***** may have any and all warranty work provided by any Hyundai dealership of his choosing without penalty.
  
  Below, are email exchanges,wherein, *** ***** was offereda refund on the vehicle in the first exchange, and was informed of a resolution in the second exchange. *** ***** did not respond to the initialphone call from *** **** concerning the matter due to the phone call being  received in just over a legitimate minute after sendinghis complaint to *** ***** *** ***** felt that his concernswere either not read, or were of no importance to Oxmoor Hyundai, because as he statedin reference to the phone call (in which no voicemailwas left), "I wrote the email myself, and it literally took longer for me give a final proofread (withoutedits, just reading it from start to end) than was the duration in time betweenher receiving the email and placing the call to me." It is true that ***** did attempt to set *** ***** up for the free charging, but only after *** ***** paid in full for the vehicle and had signedall the paperwork. On the date of purchase, Oxmoor Hyundaifailed in their attempts to sign *** ***** up for the free charging they had previously stated was availableon that specific vehicle prior to purchase.He was
  informed at that time that Oxmoor Hyundaiwould contact Hyundai and get it straightened out on Monday 6/24/24. On Monday, *** ***** was informed , with contempt, by sales manager Nick about the essentiallack of progress. *** ***** recognized at that point in time no progresshad actually occurredin obtaining free charging for the specificvehicle he purchased.The only resolution offeredto *** ***** was to rely on good faith that Hyundai would eventually roll out
  
  a free chargingincentive that would include his specific vehicle.At that time, *** ***** filed his original complaint.
  
  Sincerely, ******* *****
  Mon6/24/2024 1:2'1 PM
  **** ****  ***************************
  Re: [EXTERNALJ202S loniq SN free charging2 years
  lo   **** *****
  Cc  ****** **** *****************
  
  
  Hi *** ******
  ***** returned from vacation today and I have addressed it with her. I do know as ***** was serting you up in Hyundai home that that is when we found out that the 2025 loniq does not have
  that feature and addressed with you at that time.
  I told     ick as I was in the meeting that  Hyundai did release some infonnation but it is not  live yet.
  I will happi ly give you a refund and we can take the loniq back due to your experience. I 'm waiting on Hyundai to respond but Nick mentioned we needed time.
  Let me know which route you'd Like to go. Thanks
  **** ****
  General Ala11ager
  
  Oxm oor Hyundai 8107 Sh elbyville Road Lou is\'ill e, Ky. 40222
  ************
  
  
  On Friday, June 28, 2024, 15:55, **** **** <***** ******************** > wrote:
  
  Good afternoon *** ******
  I have a resolution for you however, I have tried to reach out but looks like the call will not go through. Please give me a call Monday anytime between 9-6pm at
  *************
  Thank you ****  ****
  General Manage:I"
  Oxmoor Hyundai / Genesis of Louisville
  OXVIOOR
  '?A UT O G R O UP
  ************ ***** ************ **** ***************************

  Business Response

  Date: 07/22/2024

  *** ***** ****** ****** ******** ******* **** ***** ************* ***** *********** ** *****
  
  Re: ************* **** ********
  
  ******* *******
  
  I am in receipt of your correspondence requesting a second responsefrom Oxmoor Hyundai.As noted in the first response, the fact remainsthat we  are unable to reach a resolution that is satisfactory to both parties.
  
  Despite our efforts to address the concerns raised,there appears to be a fundamental disagreement that we have been unableto overcome. We have attemptedto resolve this issue throughvarious means and have providedall necessary information and documentation to support our position. Unfortunately, the outcome has not met the expectations of the complainant.
  
  We understand the role of the Better Business Bureau in facilitating communication and resolution between businesses and customers. While we regret that this particular matter could not be resolved to everyone's satisfaction, we believe we have actedin accordance withour policies and industry standards.
  
  

  Customer Answer

  Date: 07/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  This entire situation is totally unacceptable. It’s fine though. It’s not worth my time or effort to pursue this any further over a minuscule $8,000-$9,000. For me, it was about the principle all along. I do not need anything further from Oxmoor or **** ****. They can pop champagne and celebrate over what they have accomplished. I will become recognized and gain a massive following for having this vehicle alone, not to mention the ********** lifestyle I wake up living every day of my life. It’s already happening. When I get where I’m going, I will spit on their names at every given opportunity that arises because it is my right to do so if what I say is backed by facts and evidence. I’m wiping my hands of this and moving forward with my life. 
  
  ******* ***** ****
  

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand-new Hyundai Kona in November 2023. 6 months and 2200 miles later the car is dead in my driveway and will not start. Dealer has informed me that getting the car to them is my responsibility and that they can look at it on July 16th; in the meantime I should replace the battery and see if that fixes it. This car is supposed to have a 10year/100K mile warranty and the dealer will not fix it or come and get it for repair work.

  Business Response

  Date: 05/29/2024

  *****, please see attached.

  Thanks,

   

  ***** *****

  Executive Assistant

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

  Customer Answer

  Date: 05/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, in that the they did repair my vehicle, and ***** and my sales agent **** were the heroes that solved this issue and stepped up. The business response omits that before I was able to speak with ***** (and with ******* ******** who provided the roadside assistance to get my vehicle to Oxmoor) I spoke to someone who identified themselves as "Sales Manager *** **** - who may have been the one of the rudest employees at Oxmoor I have ever spoken too. Oxmoor should be grateful they have employees like ***** and ****, who saved this situation. This is literally the third vehicle we have purchased at Oxmoor auto group (one at Oxmoor Mazda, two at Oxmoor Hyundai) and "*** **** responses almost single-handedly tanked that relationship.
  
  So again, I am satisfied that Oxmoor has resolved the situation; I wish they had not omitted certain items that occurred in their reply.
  
  Sincerely,
  
  ***** *******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/26/2024

  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.

  On 9/26/23 I took my car to Oxmoor Hyundai to replace an engine that failed due to an oil leak. My vehicle was under a recall at the time for the exact issue I had. Hyundai was pretty good at first with keeping me updated. On 1/11/23 I was informed that the engine has been replaced and all I was waiting on was the test drive. I asked to expedite this as my wife was being switched to nights at the hospital and we would no longer be able to share a car for work. I was informed that my car would be finished by 1/16 or 1/17. Since the 11th I still have not received my vehicle nor have I been updated. I have reached out several times since and no one has gotten back with me. I have been as patient as I can but I will have to start missing work if I can not get my vehicle soon.

  Business Response

  Date: 01/29/2024

   

  Please see attached.

  Thanks,

   

  ***** *****

  Executive Assistant

• Initial Complaint

  Date:05/01/2023

  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.

  On April 12,2023, my husband and I came into the Oxmoor Hyundai to purchase a 2023 Hyundai Santa Cruz. The salesman ***** ********* was the salesman that was helping us. ***** had stated that I would need a cosigner to get me approved and out of the vehicle I had already had. The vehicle I had was a 2023 Kia Forte that was only in my name, not my husband. Oxmoor Hyundai had got me approved with my husband being the cosigner. When it was time to signed the contract agreement, the finance manger ***** was rushing through the contract and didn't let us see what we was signing. Some how someway Oxmoor Hyundai had changed my husband's name around and made him the buyer and me the cosigner. The vehicle I had traded in I had a lot of negative equity on and was placed on the new loan. This was not susposed to happen this way. If my husband is the "buyer" and I'm the cosigner why was my the negative equity put on the loan that my husband didn't ever have. I have called and left voicemail and no one will contact me back about this issue.

  Business Response

  Date: 05/19/2023

  Ms. ******,

  Please see attached.

   

   

  Business Response

  Date: 05/19/2023

  Ms. ******,

  Please see attached.

   

   

• Initial Complaint

  Date:04/05/2023

  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.

  Requesting a reimbursement of $747.54 for the cost of a rental car while our car was in the Oxmoor Hyundai shop for two weeks. 8/23/2022: While driving on the expressway, my car started slowing down and lost all acceleration. I was able to get off the expressway without causing an accident. The car was towed to Oxmoor Hyundai for repairs. They informed me that it would take a minimum of two weeks before they could take a look at the car. The Service Manager informed me that they had no cars that they could loan me while mine was being fixed. ***** at Oxmoor Hyundai told me that I would have to get a rental car, and that Hyundai would reimburse me. ***** set-up a rental with Enterprise for me. 9/10/2022: Turned in the rental car, and I picked up my vehicle. ***** (Service Tech) informed me that they were not able to find anything wrong with my vehicle. However, they did three campaigns (recalls) on the vehicle PRIOR to road testing for what I brought the car in for. One was for the oxygen and fuel sensor (ECM). I asked if this could have caused the car to lose acceleration. He stated that he didn’t think so. After getting my car, I researched the ECM issue, and I found out that it most definitely could have caused the problem. Since they fixed the ECM, I have had no further issues with the acceleration. 10/3/2022: Spoke with Alex who informed me that I was not getting reimbursed. Informed me that I should get in contact with the Campaign Office. 10/19/2022: Submitted all paperwork via text to the Campaign Section. They said to allow four to six weeks for a response. Nobody has responded. Attachment with outlined details.

  Business Response

  Date: 04/18/2023

  From: ****** ** ***** <***************************
  Sent: Tuesday, April 18, 2023 10:36 AM
  To: ***** ** ***** <***************************
  Cc: *** ** ********* ********************************
  Subject: RE: ******* ****** ***

   

  Signed & attached.

  Customer Answer

  Date: 06/29/2023

  
  Complaint: ********
  
  I am rejecting this response because:   

   

  Attached are the documents tied to my claim #*********  Below are the two previous case numbers that Hyundai provided to me which shows receipt of documents:

   

  Case ********* ****** ***********

  Case ********* ****** **********

   

   

  Thanks for your assistance,

   

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

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

  Business Response

  Date: 07/21/2023

  From: ***** ** ***** ****************************
  Date: Fri, Jul 21, 2023 at 8:58 AM
  Subject: ******* ***** *** ********
  To: ******************** **********************

   

  Please see attached.

  Karin

   

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

  

  8001 Shelbyville Road

  Louisville, KY 40222

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

  Customer Answer

  Date: 07/24/2023

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

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my vehicle has been waiting on an engine repair since june 27th. due to the recall for hyundai. i can’t get a legit timeframe on when my car will be complete. and i can’t get a replacement for it. they tell me there are none. so i was told my car would take 3-6 weeks to get diagnosed so i could get a replacement if they had one. that hasn’t happened. i was told end of july i was 12th in line. first week of august i asked for an update on the diagnostic. they said the mechanics were sick but don’t worry they been knocking out 5 a week easy. there really good. so i let them do there job. i asked because i have to get a rental vehicle since nothing is available. i’m trying to budget this somehow. the following week before i extend my rental i try to get another update. this time it’s vacation but they will be back that monday and i’m still 12th. the end of my the next week 10 days later i get an update. and they tell me december. just to get a diagnostic. they won’t help get any replacement vehicle. there reimbursement policy helps only after completion of the vehicle. they won’t help me and won’t give me any real hard information in order for me to figure out a plan. i need help

  Business Response

  Date: 09/15/2022

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS ON 9/13/2022]]

  Conciliation Department

  Better Business Bureau. Inc.

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

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

    Re:  ****** ******** # ********

  To Whom it may concern:

  This letter acknowledges receipt of Mr. ********'s complaint of September 5, 2022. As you know. Oxmoor Hyundai appreciates the opportunity to respond whenever a customer complaint is brought to our attention.

  On or about June 27. 2022. Mr. ********'s vehicle was towed to the Oxmoor Hyundai service department. Mr. ******** stated that the vehicle quit working and the engine light had come on. At the time the vehicle was dropped off, Mr. ******** was informed that there were at least 40 vehicles ahead of his. The time for inspection varies depending on the type of engine failure that has occurred. Hyundai has set guidelines for various tests to be performed prior to approval of warranty work.

  Mr. ********'s vehicle has since been diagnosed, the required documentation was submitted to the manufacturer's technical assistance team who reviewed them and approved engine replacement for his car. The replacement parts have been ordered and should be received within a week or two and the repair will follow shortly thereafter.

  Mr. ******** is asking for assistance with his rental car. Hyundai Customer Care will reimburse customers for car rentals. He needs to call ************ and open a case if he has not already done so. Once he forwards copies of his invoice(s) he will be reimbursed.

  Should you have any questions or require further information please do not hesitate to contact me at ***** ********.

  *Please see attached.