ComplaintsforEmpire Hyundai, Inc.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2019 hyundai Sonata. I was lured into this dealership because of a promotion they were holding. BUY a used or new vehicle, and receive a cruise trip After purchasing vehicle i was told they didnt know of any promotion! Side note: the deal is still being promoted!

  

  Business response

  05/23/2024

  Hello ********,

  We are in receipt of your BBB Complaint. The Cruise Voucher has been sent to your email. I apologize, I was not aware you did not receive your voucher. Please let me know if you have any questions.

   

  Thank You,
  ********- Empire Hyundai
  

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please never purchase a car from here . I made the mistake of buying my car here in January of 2023. My tires supposed to covered under warranty, Today I made an appointment for 1000, they never fixed the tire because of a bubble and took time off of work , it's now 215 the tire was never fixed they have to order it . I called 3 x between 10-2 nobody answered the phone ! Outraged . If you like stress and games buy a car here . The guy told me it should be safe to ride around with a bubble , complete disregard for my time , not to mention taking another day off of work for something that should have been fixed today !

  

  Business response

  04/09/2024

  Customers issue has been handled. Please call ***** if you have any questions. ************

• Initial Complaint

  03/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 2/22/24 I went to Empire Hyundai and spoke to a sales rep about my 2018 Hyundai ********** light blinking occasionally and my car was very load, I was turned away that day stating I could not be seen till possibly Monday. I then had to go somewhere else and they gave me a oil change and changed my battery due to failure. Now on 3/1/2023 after leaving a garage getting my car a inspection sticker I was on the highway and my oil light started flashing along with my engine light and I had to get my car towed to Empire Hyundai. After my car sitting there from Friday till Tuesday due to again not able to take me till Tuesday due to appointments and now me having no car. ***** the manager I am assuming calls me to tell me my engine has failed and I have to send in my maintenance records which I did on 3/6/24 to ***** and again wait till Friday to possibly see if Hyundai will approve to have my engine fixed. When asked about a loner they did not have any and I had to pay for a rental $400 the first week and had to return due to able to afford. I am looking to have Hyundai repair engine due to the failure not being my fault and pay for the rental I had to get due to them not having a loners.

  

  Business response

  03/09/2024

  Empire Hyundai submitted a prior authorization for the Engine and it was approved. Engine has been ordered.

  Customer response

  03/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase the vehicle in Feb 2023 from Hyundai of ********** and began having issues within 7th month of ownership. I did not purchase an extended warranty as I could not afford it. I was not given a written warranty at time of purchase. I only put 5200 miles on the car before it was no longer drivable. I have not been able to drive the car since November and have had to beg family, coworkers and friends for rides and get ride shares and rent cars for transportation causing more financial difficulties that I could not afford.I tried to trade the car in at FR Hyundai and they would only give me $4750 for the vehicle as they said it can only be sold at auction. Which meant I had approximately $5,500 negative equity which I could not afford. Therefore, I am out my $5,000 that I put down on the vehicle and have negative equity of approx. $5,500 that is unacceptable for a vehicle I purchased and drove for 7 months and purchased in good faith that it would run for longer than 7 months.The business would not do anything to attempt to fix the vehicle, even though this is a known issue with Hyundais. They would not offer a buyback of the vehicle, and wanted me to purchase a new vehicle from them. I explained to them multiple times when contacting Hyundai Corporate *******, the vin number does not state my car is a Hyundai ******* LIMITED- so in fact believe there is vin number fraud involved as well.

  Customer response

  03/08/2024

  I have not heard from the business in response to my complaint.

  

  Business response

  03/09/2024

  Hello ********, 
  
  We are in receipt of your BBB Complaint. Have you brought the vehicle in for service?

  Customer response

  03/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

  
  I did bring my vehicle in for service and the business refused to fix it under good will knowing I had just purchased the vehicle less than a year prior and  had only out ***** miles on it. I was never given a copy of my warranty in writing on day of purchase. When inquiring about this, they were not pleasant and pulled out some other form in which the signature did not match my signature of all other paperwork I signed the day of sale. I traded a car in, put $4000 in cash down on the vehicle, paid monthly payments for 8 months, only to be out of a car which no body shop would touch because I was told the only way to repair was to replace the Engine on this car. Hyundai did nothing to help me out in the situation, instead of immediately trying to sell me a new car. 

  
  Regards,

  Brittany

   

   

  

  Business response

  03/12/2024

  ********,

   

  We would love to help you. We do have some options to finance the repair and we can see what we can do to help you out on that end or possibly trade you out of it. Please reach out to me directly at ************.

   

  Thank You,

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

  General Manager
  

  Customer response

  03/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  I would like to reiterate, I have already tried that route at Empire Hyundai of ********** and I was offered less than $5,000 for a trade in for this vehicle that I owe over $9,000 on. After I put $4,000 in cash down at time of sale at the end of last February, traded in my Rav-4 for $1000 as well, and made payments monthly, the car died only MONTHS after purchasing and no one would fix it on good will, or offer a buy back on the vehicle. I am now out of all the money I invested into a car that needs a new car engine, which I will never put more money into a car that didnt even last me ****** miles, the appropriate response and action that should have taken place in your business location was a complete buy back of this lemon of a car I was sold. I should be reimbursed the money I put down on the vehicle. I was out of a car from November until now- having to rent vehicles to be able to drive my daughter to school and to get to work. It has been a nightmare dealing with your business and no one will resolve this issue in a reasonable way

  Regards,

  Brittany

   

   

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter took a trip from ** to *********, her car is a 2019 Hyundai Accent with just ***** miles. *** car failed (Dec 8 2023) and she contacted road assistance, the car was towed to ******************* Hyundai in *********** at 8 pm. See below the events:1. *** dealer lost the car and finally found it. 1 day lost 2. My daughter has to drive back and pay I the rental car 3. After a week, the initial diagnostic (over the phone and text) indicated that the motor would be replaced on Dec 19 4. Three weeks later the diagnostic changed again : ************ up and I HAVE TO PAY FOR IT ($190.28)5. Finally my daughter received a call on January 11 informing the car was fixed.*** fact of the matter is that time was wasted the day the car arrived. If ******************* Hyundai would've checked and made sure they didn't have any new cars arrive, there could've been a possibility the car would've been seen, could've been checked that day, and we wouldn't be in this situation. Almost two months of waiting could have been only 2 weeks. Hyundai is suppose to reimburse for a car rental, thanks god we were able to manage the situation otherwise the amount could have been higher.Since we no longer trust Hyundai we decided to contract a auto transport company to pick up the car and bring it to ***********. So far we have expended around $1000. ***y gave me $450 gift cards but they didn't reimbursed the rent car and the towing even though they initially said it. At he end Hyundai customer service is HORRIBLE and the cars are not reliable.*** Hyundai Case#: ********, I have sent all the info to them.I'm requesting the difference : $1000-$450 = $550

  Customer response

  02/29/2024

  I have not heard from the business in response to my complaint.

  Please try the below contact, ***** was assigned to my case.

  btw ALL CALLS were recorded.

  *****
  National Consumer Affairs
  **************
  Hyundai Motor America

  

  Business response

  03/09/2024

  This appears to be a complaint for a different dealer in a different state. This is Empire Hyundai in **********, *************

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband purchased a new Hybrid Elantra. There was a problem with the car and they gave him a loaner until his car would be ready. There was very poor communication from the salesman for over a week. There were several issues with the paperwork being done incorrectly. When my husband went there to complain they told him they would reimburse us the first car payment because of the inconvenience and lack of communication. They told my husband that the check was in the mail, it was not. I wrote a poor review on them. Their response was for me to call customer service which I did, left a voicemail they did not return. They will not mail the check which they promised unless I take the review down. The review is truelack of communication and poor customer service.

  Customer response

  11/03/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  11/06/2023

  Hello Mr. ***** ***************,

  Please be advised I am in receipt of your complaint. I have addressed this with my Sales Team as well as *************************************. The check is being mailed out to your Husband today and I apologize for you having to file a complaint to get this handled. This is the first I was aware of this issue. This is not the way we conduct business. I appreciate your business and please moving forward if there is any questions or concerns please feel free to reach out to me directly so I can get them addressed.

   

  Thank You,

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

  General Manager

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

  Customer response

  11/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  09/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When I asked the salesman named ********************************* what they would give me for my old car his initial offer was $500. I told him thats what I got for my last trade at Empire Hyundai, which had a seized engine and didnt run. My current car that I wanted to trade was still very much operational and I asked $1,000. He left the room to speak to his supervisor, I believe a man named DJ, and came back with an offer of $700 and I agreed. However, when I showed up to finish the transaction and pick up my new car they lowered their offer to $500 without disclosing it to me, and AFTER they had already performed a hard check on my credit and submitted my financing paperwork to the ***************** I asked ******* why they werent giving me the price wed agreed to and he denied that he had promised me the $700 offer, claiming to have told me that he would need to get that approved from his supervisor. This was completely false. As I mentioned, when he made me the $700 offer he had already left the room beforehand to do just that. When confronted with this, ******* became very defensive and angry, even going so far as to raise his voice a bit. The entire conversation was also peppered with ******** knee jerk response of threatening to sell the car to someone else or even send it to auction if I didnt go along. They also tried to make me buy additional products such as protection plans. Despite quoting me a monthly payment of $450, these would mean at least an additional $30/mo, $3,000 total to the purchase price over the life of the note. They claimed their policy dictated I had to do so or pay a higher interest rate. My response was that all of this should have been disclosed in the initial discussion, where I had asked ******* point blank if there would be any additional fees or charges besides the price of the car and the doc fee. His answer to this had been a definitive NO. They also never returned my $100 deposit as promised.

  

  Business response

  09/18/2023

  Customer purchased a vehicle back on 9/7/2022. Signed all bank contracts and purchase and sales agreements with all the same pricing and figures that were agreed upon. I do have the $100 Cash deposit in house and the receptionist has tried reaching out several times to confirm address and pick up or mailing back the deposit. ******* is no longer with the company and I would like to handle the refund for him. Please let me know if you would like it mailed or if you would like to pick up the check for $100.00.

  Thank You,

  *************************- General Manager

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

  Customer response

  09/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  ***** is failing to address the fact that his management promised me one thing verbally, then took it upon themselves to change those terms in their favor without my approval. And when I attempted to discuss the matter, a member of his supposedly professional sales team became immediately aggressive, lied right to my face, and threatened to sell the new vehicle out from under me AFTER already performing a hard check on my credit. I want what I was promised, in full - the additional $200 on my trade, and my unreturned $100 deposit. Otherwise, I would like the business stripped of its undeserved A+ rating with the BBB. 

  

  Business response

  10/24/2023

  Customer has been refunded the $100 Deposit and as a good faith gesture we also gave him an additional $200. A check was cut and mailed for $300 to customer. Please close out complaint. 

   

  Thank You,

  *************************- General Manager

  Customer response

  10/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I can confirm that I did speak with ************************* on October 18th, and she did inform me that the owner of Empire Hyundai authorized her to reimburse me for the $300 in full. However, she also told me that the check would be going out the next day and that it should arrive by Saturday, October 21st. I still have not received the check and am not comfortable considering the matter closed until the it arrives.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was flooded on August 8th, 2023, and after contacting my insurance company, I towed my car to Empire on August 10th. The car dealership was provided with the findings of my insurance adjuster. It required that they email or call the phone number at the top of the page if there was a discrepancy with the invoice. I also reiterated that to them, and they said they would. I went back to find out the status of my car and was told they had contacted the adjuster and my car would be ready within a week. I called multiple times and was told they had other cars to look at, and they would have it looked at soon. I expressed to them that my insurance provided a rental for 30 days and that time is of the essence. I kept calling and showing up with no resolution. I contacted my insurance company today, September 7th, and they stated the dealership did not follow proper protocol on sending the paperwork. My rental is due today, and now I have to pay out of pocket because they kept delaying. They were calling the wrong number and not following the procedure even after I explained what needed to be done. It is easier to explain in better detail on the phone.

  Customer response

  09/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have financed a vehicle as of January 2023. This vehicle has required 4 repairs since this time. These are large repairs which mean you cannot drive your car to work everyday. When brought in for repair I have not received information throughout the repair process despite calls for information several times per day and do not have a vehicle on a regular basis due to this fact. I have tried to trade the vehicle back to dealership due to unreliability and constant problems not efficiently repaired and spent money on repair and rentals despite a warranty. I have only had the vehicle 8 months and have been without it for weeks and days at a time. When calling sales, the person was not in and never returned call. These factors are unacceptable for such a large and important purchase.

  Customer response

  08/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  The company has worked with me directly since this complaint was submitted. The response satisfied  my issues with the vehicle. This is in reference to my complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recieved a loan payment under my name instead of my husband name. He is the primary and i was the co signer. I called the bank and asked them why and if it can be changed. They said empire hyundai submitted the paper work as me as primary. In order for me change it, it would have to be refinance and that means more credit check and inpack to my credit score. I have email empire hyundai and recieved no response yet. I then called the main hyundai company who said they will look into it but i feel they wont. The case number the gave me was ******** I need empire hyundai to fix this problem without it effecting my score. I feel it its illigal for them to submit me as primary without my concent. Besides that, they made my husband pay $100 dollars to hold the car till i get there to co sign and we did not recieve the car till 5 days after. Why did he have to pay and then not get the car till 5days after because of their negligence. Any help and guidance to this cituation will be appreciated As soon i my husband get home i will get all the paper work that i can send through email when i get a reply from here. Thanks

  Customer response

  08/22/2023

  I have not heard from the business in response to my complaint.

  I did go in and asked for copies of everything. Upon review of the copies i saw my signature in the primary line. When signing on the electronic board on the desk, i was informed that i was co signer and signing on the co sign section.There is vid and voice record in the office that can be listened too. 

  To add, we were asked to give $100 to hold the car till i got in to sign the pappers but then it took them 5days to get the car to us. 

  When i went in for the copies the finace department said " i though i explained this to you" i told him no he did not. 

  

  Business response

  09/18/2023

  Complaint has been rectified!

*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. ↩