ComplaintsforEmpire Hyundai, Inc.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from Empire Hyundai on 10/14/2018 and purchased their extended warranty. I took the van in for a check engine light issue of Cylinder #2 misfire in September of 2022 in which they stated they replaced the coil for cylinder #2. The check engine light came on again in June 2023 with the same error and when I took the van in, Empire said they could not diagnose it and if they did, would not repair it and told me to take it to a Dodge dealer. The Dodge dealer stated that Empire replaced the coil on cylinder #4 not cylinder #2. This error cost me $4,999.08 to repair cylinder #2 at the Dodge dealer. When I called Empire, they refused to give me their insurance information as I wanted to submit a liability claim against them.

  

  Business response

  08/03/2023

  ********************** came in on 09/20/2022 for a service appointment for a check engine light concern. Inspected and found code p0302 cylinder number 2 misfire and needed to be replaced removed and replaced number 2 coil cleared code and test drove. Issue was covered under his extended warranty. Then on 06/15/2023, ********************** came in to have a check engine concern scanned and found p0302 Cylinder number 2 misfire swapped cylinder number 2 coil with cylinder number 4 coil misfire did not move and stayed at number 2 with coils swapped, we recommend for ********************* to make a appointment with dodge for diagnosis. Vehicle was out of warranty and there was no charge for inspection. Please call me with any questions.

   

  Thank You, 

   ***************************

  Empire Hyundai
  Parts & Service *********
  ************ 

  Customer response

  08/03/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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.
  
   It was suggested to me by Empire Hyundai's *************************** to take my van to a Dodge Dealer as Empire Hyundai said they could not diagnose nor repair my van, which I had purchased from them. I took the van to the Dodge dealer who knows this engine and they found that Empire Hyundai replaced the incorrect coil. I am looking for reimbursement of the cost to repair my van in the amount of $4,999.08.
  
  Regards,

  ****

   

   

  

  Business response

  09/18/2023

  Warranty was expired and we cannot provide refund for the repairs. Unable to call into contract company as contract was expired prior to his visit.

  Customer response

  09/21/2023

  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. 

  The error made by Empire Hyundai was well within the contract period and when I called in the problem to the extended warranty servicing company they told me as long as the same error is coming up, it will be covered. The same error came up - misfire on cylinder #2. Please show accountability for your error and reimburse me for my expense in having my *** repaired. 
  
  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

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 06, 2023 my husband and I went into Empire Hyundai to look for a new car. We found one we were interested in purchasing and gave the salesman a ****** personal check to hold the car. Our plan was to go back the next day with the car we were using for a trade in before finalizing the deal. We offered the salesman ********* for the car and he came back with a price of *********+. The next morning, June 7th, I received a call from the salesman, *******/*******, and told him we were no longer interested in the car and I would be coming in to pick up my check. It was Sunday when I was able to go into the dealership and was told they did not have access to the check. I went back on Monday and was told the check had been cashed. In fact, they cashed it the same day I told them we no longer were interested in the car. They gave me a run around about refunding my money. I posted this experience on social media and have had many people they had the same experience with Empire and worse. To date they have not made an effort to refund my payment.

  

  Business response

  07/11/2023

  Refund check was cut back on 6/22/23 and is still in the receptionist office awaiting pick up. Please call the dealership if you would like it to be mailed instead. 

  Thank You, 

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

  General Sales Manager

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

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought car from them and the Apple CarPlay hasnt worked properly Ive complained over and over again and it was going on two years. And they still havent done anything so I complained to Hyundia ******* on Bluetooth where they started to try and help. They replaced cracked USB port but damage was already done to radio and i was talking with them and told them what apple had said to me. And its like they totally ignore me. Again radio messed up. Worse now and they still arent replacing radio. Radio warranted and their not holding up on the warranty. And I just want Apple CarPlay to work. But seems like im not screaming enough or they just laughing at me saying they cked me good. They financed car through their corporation then sold it to the bank making consumers pay double the finance chargers. Please help me resolve this problem im having with them.

  

  Business response

  05/31/2023

  Customer has a service appt on 6/1 and we will look at it!

   

   

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/17/23 I purchased a 2023 Hyundai ******. I was told by the sales person, sales manager and finance manager that I was not eligible for the advertised Getaway sales event of 0%APR for 48 months plus 90 days no payments plus 500$bonus cash. I was told that I needed to choose one option or another and that I could not have all 3. After several attempts on my part to insist that I understood the sales correctly I was convinced that I was incorrect and that I should read the fine print and you will see that you are wrong. I went home, read the fine print and returned on 3/27/23. ( I tried to return sooner but was told I couldnt come in until that day) I was once again told by a sales man, a sales manager and finance manager that I was wrong and misunderstood the sale. I produced printed copies of the offer including fine print from their website. At that point I was told that I was correct, I should have received all 3 of those benefits but I had signed the contract and I would not be able to change the contract or be eligible for those advertised offers. I wrote to the owner on 3/27/23 and agin on 4/3/23 and received no response. I am asking for the dealership to honor the 90 days no payment as well as the 500$ bonus cash from the advertised sales event.

  

  Business response

  04/05/2023

  We reached out to the customer to come into the dealership to meet directly with the General Manager to get this squared away for her. We are awaiting a response.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my car on 11/14/2021, I paid $26,000 for a used 2019 Hyundai Sonata SEL. When I walked in I intended to just look at options for getting out of my old car and into something newer and safer for my newborn daughter. The salesman ***** helped me out had me fill out a credit app and we were looking at a 2022 Sonata. Well all of a sudden after looking at it it was sold, so he said he had a used one out back and he brought out my car that Im currently driving. It was nice, a ****************************************************************** and filled out some paperwork. The only paperwork I have for the car is a yellow purchase agreement that was given to me the night I bought it I was told to come back the next day and I would finish my paperwork. Nobody informed anyone I was coming back so I had to wait to finish filling out the paperwork, and didnt receive anything after filling it all out. Just last week I was trying to trade the car in to see if I could get myself into something newer and lower my payments. And thats when I found out the cars been in an accident. *** tried contacting the dealer but they wont call me back, they say they will but never do. All I want is the difference in what the cars worth as opposed to what I paid, or to exchange it for a new sonata thats the same price as what I paid. I understand the used and new car markets are extraordinarily high, but if I had known the car was in an accident that depreciated the value by more then half, I would not have bought the car.

  Customer response

  11/08/2022

  I have not heard from the business in response to my complaint, Ive been waiting and checking my email, watching all phone calls and seeing if I received any text messages. As of 11/08/2022 I have not received any message from the business. I can only assume theyre not interested in making their mistake right and are okay with the wrongdoing of a customer.

  

  Business response

  11/09/2022

  ****************** has an appointment to come in to the dealership today.

  Customer response

  11/09/2022

  [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. I appreciate the businesses offer to try and help me out, we could not come to an agreement unfortunately but I appreciate the effort to try and help me.
  
  Regards,
  
  ***************************

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car dealership forced me to buy $5281 worth of gap insurance/warranty/fabric protection or else my auto loan interest would go from 4% to 8%. Also, sticker price of vehicle, advertised on the car itself was $26,045 and when final paperwork being done, I discovered that they charged me $31,642.69, over $5000 over sticker price with no fore warning or notification.

  Customer response

  10/10/2022

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

  

  Business response

  10/11/2022

  Please be advised we have reached out to ****************.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For the last 2 years, about each month I have received voicemails and texts asking for ****. I am not ****. My name is *******. I used to date **** ****** Each month I called asking them to remove my number from his profile. This past Friday, I called Empire Hyundai and had the unfortunate opportunity to speak with DJ in Sales. He kept repeating in a rude tone "Are you done?" After I was kindly asking him if he was all set and could confirm he has removed my number (which all of the past reps said they did). He was so rude and asked me like 10 times "Are you done?". I said, "please just remove my number and that's all i"m asking for. He then did something I never would have thought an employee would do: he prank called me. He called me back and said "is this *******?". After I said yes, he giggled, laughed out loud, then hung up. Why would you prank call someone like that who's been asking for the last 2 years to stop calling/contacting me. What kind of a ***** human being does that to an old customer? Also, I called and asked twice for the General Manager's name and the ******************* transferred the call to someone random. I just asked a simple question. She also hung up on me after I asked her the first time.

  

  Business response

  08/30/2022

  Please be advised we are in receipt of the complaint filed by *****************************. I have removed your cell phone # from ****'s File in both sales and service. The text message you received today was on delay from the system as **** had come in for service over the weekend. I apologize for the inconvenience.

  Customer response

  01/04/2023

  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. 

  Today 12/28/22 I was just contacted (via phone call) by yet another member of Empire Hyundai for marketing purposes. This is about the 14th time I've been called/texted by Empire Hyundai within the last ***** months. I have emailed their general managers and finance managers all NUMEROUS times before asking them to remove my number and profile from their systems so I will no longer be contacted. I haven't worked with them in over 3 years and haven't had my car in over 2. I WANT MY PHONE NUMBER REMOVED FROM THEIR SYSTEMS. They have confirmed via email this was done multiple times but it wasn't. This is the 3rd or 4th BBB complaint I have filed asking for the resolution to be "No further contact by the business" and they say that will be honored, but it never is. 

  

  Business response

  01/04/2023

  Hello *******,

   

  I have searched all the systems we use and your phone # has been removed months ago. I am not sure who called you, but it was no one from Empire Hyundai. We updated ****** file as well.

  Customer response

  01/04/2023

  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. 

  [That is not correct. The gentleman whom called me had a **************** (************** with an Indian name and said Hello *******. I see in our files you havent been in in a few years for a new vehicle here at Empire Hyundai.  To which he confirmed he was from Empire Hyundai.
  

  please ensure your records are up to date this time. If it happens again, you bet Ill be sure to gather the spelling of their name. ]
  
  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

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle in April. Immediately upon driving off the lot I felt an issue with the braking system. I contacted my salesman, who referred me to the service department manager. She told me the car had been sitting. After a supposed inspection, I was told it was fine and to just drive and it will work itself out. Three months later but less than **** miles, the brakes seized up. There was a loud grinding and the vehicle barely stopped. I contacted a trusted local shop. They did a full inspection. The calipers were frozen, the pads were gone, and the front rotors were completely worn. Separately, a service light had come on and it was determined it was for an oil change. Yet, there was a sticker saying the oil was changed on the day I picked up the car. I am looking for at least repayment for the brakes and oil change plus my lost time. Nearly $1,700.00 for the mechanic alone

  

  Business response

  08/30/2022

  I have reached out to ****************** to give me a call to get a refund squared away! Please reach me at ************.

   

  Thank You,

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

• Initial Complaint

  04/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They sent out an email saying I was approved (not pre approved) I had been working with them for a month. Corrected my credit score (due to some misreported items) after jumping through all of these hoops the say they dont know what happened to the approval. The manager then laughed. Also (they are not able to ask for a down payment) and they demanded a $2000 down payment to make that ****** be approved(even though they had already approved it with a bank per email)

  

  Business response

  05/05/2022

  Please be advised we are in receipt of ******************************* complaint. Customer had messaged in several times regarding financing. Let her know we have several banks that we work with. We requested her to bring in her Proof of Income and proof of address with her as we would need it to facilitate any type of financing. Customer showed to the dealership view inventory and put the figures together for her. Due to her credit and payment history she would have needed money down. Customer left irate, and called the dealership continuously threatening our employees and talking to them in a very disrespectful manner.  We would love to help Ms. **** into a vehicle unfortunately due to her credit the bank will require some participation from her end.

   

  Thank You,

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

  General Manager
  

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled a test drive of a Hyundai Tucson Plugin on March 9. Because I know new cars are in short supply, I drove through a snowstorm to get there. When I arrived the salesperson, *******, told me that the available ****** Plugin had been purchased, and while still on the lot, could not be taken for a test drive. I was seriously annoyed, but I wanted this model car and so I agreed to put a downpayment on another ****** Plugin scheduled to arrive on March 26. We agreed on a trade in price for my ****** and that I would put $10K down toward the sale. THe salesperson charged my credit card $1000 as a down payment to seal the deal. I received a link from the dealer afterward, requesting that I rate the salesperson. I thought she wasn't very skilled as a salesperson (she seemed extremely young and inexperienced) and I gave her 3 stars and suggested she have more training. The next day she texted me and said she had lost the sale of the car because the customer wasn't happy. I thought it was inappropriate for her to tell me that, but I figured when I came in to pick up the new car, I would tell the manager that she should still receive a commission. She just needed to perfect her handling of customers. I called today to confirm that the car would arrive on March 26, and I was transferred to ******* who told me there was no car for me. The manager had decided to sell it to somebody else because he didn't like my customer feedback! But he still has not returned my $1000 nor did he officially tell me any of this. I called him 6 times today to discuss with him, and he never returned my call!

  

  Business response

  03/28/2022

  To Whom it may concern:

   

  Please be advised we are in receipt of the complain filed by *********************************. $1,000 was refunded back to the customer on 3/26/2022. Please cal me with any questions.

   

  Thank You,

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

  General Sales Manager

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

  
  

*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. ↩