Complaints

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

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  Gates Hyundai

  6000 Atwood Dr Richmond, KY 40475-8320

  
• 

  Gates Hyundai

  961 Four Mile Rd Richmond, KY 40475-9227

  

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:11/25/2024

  Type:Product 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 have the 2017 Sante Fe Sport with the dreaded engine that has a recall. It began with my vehicle consuming massive amounts of oil. There is no way I should have to put oil in my 2017 every two weeks. It took several tries for them to do the oil consumption test, which to no surprise they saw no issues. Known issues with this particular vehicle. Then I had an engine issues, low compression on cylinder 3. Gates suggestion was for me to replace the engine they know has a recall on it. But because I was out of warranty at that time, which I took it several times before my extended warranty ran out for help. I feel I was pushed to the side several times. They would not even attempt to see if Hyundai would replace the engine UNTIL my mechanic took my vehicle to them. I love my Sante Fe but I feel wronged by Gates. Of course the manager was polite and attempted to “get me in something else today.” My engine should have been replaced under the recall. I am very disappointed with the customer service and have lost all faith in Gates Hyundai to do the right thing.

  

  Business Response

  Date: 12/19/2024

  First of all, I apologize for the inconvenience and disturbing issues you have experienced with your Sante Fe. We agree that your vehicle should not be using excessive amounts of oil. Many Hyundai owners believe that all Hyundais are covered under a "Special Service" campaign which would offer warranty assistance for (in this case) an engine repair or replacement. Hyundai has not issued a "Recall" which would be mandated by the Federal Government. 

  Hyundai has specific guidelines in regard to oil consumption and/or engine replacement. Even when it is clear that a vehicle is consuming excessive oil, we are required to conduct a test to confirm the oil level after a prescribed number of miles. We completed the test on your vehicle on May 15, 2024. On June 17,2024 the next test was completed. At that time, we submitted a request to Hyundai for the approval of a combustion clean. Hyundai denied our request. There was no doubt that the vehicle was using oil. 

  On September 12, 2024 the vehicle was returned running roughly and with no compression on cylinder 3. Our diagnosis was clear-the engine assembly should be replaced. We submitted our request to Hyundai as required. Hyundai denied the request. The request was denied due to being out of warranty both by time in service and by mileage. 

  At no time between May and September was the vehicle in warranty. Due to there being no official recall for this vehicle, we could not perform an out of warranty repair without Hyundai's approval.  I sincerely apologize for us giving you the impression that we did not want to help. 

  You mentioned that you had an extended warranty. Was that a warranty that you purchased? Do you have a copy? Perhaps that I can plead your case to the extended warranty company. A complete service history dating back to your first day of ownership would be helpful.

  Hyundai, in my opinion, should accept responsibility for this engine replacement.  For a reason, beyond my understanding, they did not.

• Initial Complaint

  Date:08/05/2024

  Type:Product 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.

  Please see document attached to explain the full problem.

  

  Business Response

  Date: 08/28/2024

  The company stated that a check for $1500 was sent to the customer on August 11th and has corresponded with the customer on a couple of occasions.

  Customer Answer

  Date: 09/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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:02/12/2024

  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.

  see Attached document

  

  Business Response

  Date: 03/12/2024

  I apologize for my late response. I, mistakenly, believed that *** *** **** *******s BBB Complaint had been answered.
  
  The ******** anger regarding our service manager’s lack of acknowledgement of Mrs. Kimmey’s presence in our dealership on January 23rd is valid. While it does not speak well about our internal communication, our service manager had not been advised by any member of our staff that **** ****** was waiting to see him. Our service manager did understand that he would receive a phone call from **** ****** upon her departure from her appointment while enroute to Hyundai. Again, this appears to have been misunderstood by us. We offer absolutely no excuse for our internal disorganization. I am very sorry that we , unknowingly, treated **** ****** so poorly. We may make mistakes but taking care of our guests is usually not an area where we fail. I understand that my apology will not make up for our mistakes, but I do apologize.
  
  Our inability to properly diagnose the vehicle is less straight forward. My understanding is/was that Adams Buick/GMC suggested that the ******** vehicle should be taken to a Hyundai dealer because Hyundai would “put” a new engine in their car due to a recall. Oil consumption has been an issue but this particular vehicle is not subject to Hyundai’s service campaign. The car was purchased from ****** and a service contract was purchased from ******. The oil consumption issue MAY be covered by the ****** service agreement but they require that the vehicle’s owner be responsible for the cost of an engine teardown. An inspector would be dispatched by the ****** service contract company to review the diagnosis and make a determination of coverage. Our dealership is not a party to the ****** transaction and in regard to the oil consumption concern, we are directed by the insurance adjuster (a service contract is insurance).
  
  I would be pleased and would welcome the opportunity to speak directly with Mr. and **** ******. I can be reached at **************************
  
  I am so sorry that we have lost any confidence that you may have had in us. I hope that, someday, I will be given the opportunity to prove that we are better than what has been described.
  
  Sincerely,
  
  *****
  
   

• Initial Complaint

  Date:06/24/2022

  Type:Billing 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 had a scheduled appointment for a safety recall on Tues, June 21, 2022 at 8:30 am. I arrived at approximately 8:10 am for my appointment only to be told that they had ran out of the part necessary to complete the recall service. My issue is that no one bothered to call me to tell me before I wasted my time and gas for a 32 mile round trip. With gas at $4.79 a gallon, and about 1 hour of my time absolutely wasted, all that I received from the gentleman I spoke with was excuses, and him repeatedly saying it wasn't his fault because he didn't know. I don't buy that - they absolutely knew how many units of the part needed that they had and they knew how many vehicles they had scheduled for this recall. It is simple math from here to predict when they would run out and thus call those customers that would be impacted to reschedule. I am seeking a partial discount on an additional repair I was going to have done (slow air leak in one tire) to compensate me for the gas I wasted and the time I wasted.

  

  Business Response

  Date: 08/12/2022

  First and foremost, I apologize for our complete lack of professionalism. Time is an incredibly vital commodity and , of course, irreplaceable. I certainly agree that the cost of gasoline is at least $3.79 per gallon. Finally, I am under no misconception that compensation for gasoline and time will restore confidence in us. However, I promise that I will work diligently to make sure that events as described do not occur again. No excuses, we should have known that the parts were not available and timely notification should have occurred. 
  I will send, today, a check in the amount of $125. I will add another $125 to the Flood Relief Fund. 
  

  Never hesitate to reach out to me personally,

   

  ***** *****

  I need to add that I did not receive the BBB’s notification until today. Evidently, the BBB’s server did not communicate well with ours.

  Customer Answer

  Date: 08/12/2022

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

• Initial Complaint

  Date:05/26/2022

  Type:Billing 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 bought my vehicle last month and had issues since bringing it home. I was told from the dealership that they would order a hubcap that was missing and that never happened. I had to go to my local dealership to order one and received it within 24 hrs. My air never worked and I am being told a man will contact me and weeks went by and I reached out again and finally was able to speak to him and this was two weeks ago on a Monday. He stated he would switch me cars and drive mine backto Kentucky to fix it and return in. He stated he needed permission from his boss and would call me right back. 5 days go by and he calls me friday night( the night before he was suppose to come get the vehicle) and I was working and couldn't answer. I called back saturday morning and nobody answered. Then that tuesday the truck wouldn't start. I towed it to the repair shop where i spent over $4000 dollars getting everything fixed. The alternator went out and needed replaced, the air conditioning needed replaced and the brakes and rotors were so bad they crumbled and all that was replaced. Both sets of keys didn't work and had them fixed. This is all within 30 days of buying the car. I called again yesterday and spoke with Bill who said again, he would have the service manager take care of me and deliver him the message and no response. I want reimburse for the money I had to pay for my vehicle to get it in proper functioning order which is how it should of been sold to me. I feel like everyone is "passing the buck" about my issues but everyone was more than willing to convince me to spend $40,000 on this truck that "had no issues"

  

  Business Response

  Date: 08/12/2022

  I am so sorry that so many issues have been discovered on your vehicle. Before I can best address your concern properly, I need to have a copy ( copies) of repair orders from certified repair entities itemizing the nature and cost of the repairs needed or completed. 
  

  Please forward to:

   

  ***** *****

  Toyota South

  961 Four Mile Road

  Richmond, KY 40475

   

  Thank You,

   

  ***** *****