Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This dealership is charging me for warranties on my vehicle that I never asked or signed for. I spoke with ***, the business manager, on November 6th, 2024 at 10:36 AM via phone call. During our conversation, he stated that these warranties are cancellable. I then told him my new address. He stated that he would mail the paperwork to me to cancel the warranties. He stated, they should arrive by next week. I still have not received the paperwork to this day, November 29th, 2024. I have tried to call the dealership to get in touch with *** again, with no answer. I left a voicemail on November 23rd, 2024 at 11:30 AM. I still have not received a call or response from anyone at the dealership.

  Business response

  12/18/2024

  Good Morning, 

               Your purchase of the service contract is absolutely available for a pro-ratable refund from ********. We are placing the appropriate paperwork in an overnight envelope for you. Thank you for reaching out. 

   

  **** Short 

  General Manager

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had been servicing our 2017 Hyundai Elantra with local mechanics for routine oil changes. Our car started to stall randomly so we brought it into the shop to be looked at. They confirmed there was no oil leaks and it was stalling to prevent ruining the engine. They advised us to bring it to Hyundai to begin an oil consumption claim. Hyundai did an oil change and put stickers on our car and told us dont check the oil or touch it or itll ruin the claim. We had to go back and get oil checked after driving some time, they confirmed car was perfect and no oil was being consumed. I told them it always happens before an oil change is due but mileage can vary so they told me to drive more and it happens again bring it in but again not to touch the dip stick etc. we drove a few hundred more miles and it died. It wouldnt restart so we got it towed to Hyundai where they confirmed there was no oil what so ever in the car and the engine seized. They denied the claim to replace the engine because of year of car and mileage. We are now left without a car after it being under their service department and being advised we could not check the oil or perform any maintenance while under this claim. We are looking for a new or used engine to be put into the car since we new of this issue when we brought to them in the first place. This could have been avoided. They will not help at all and now we are left without a car.

  Business response

  11/22/2024

  This vehicle was first brought in on 9/30/2024 for a customer requested oil consumption test. Customer stated this was a pre-existing issue and local mechanic recommended it was brought to manufacturer for inspection. During an oil consumption test it is requested vehicle is brought back every 1000 miles for inspection to note any oil consumption/loss. Vehicle returned on 10/12/2024 for first inspection with ****** miles for first inspection and no issues were noted. The vehicle did not return again until it was towed in on 11/07/2024 with ****** miles without oil. Although without a warranty and no service history, we requested Hyundai manufacturer investigate the case for assistance. Hyundai denied this claim on 11/12/2024 based on the facts. I offered to provide full value of the vehicle as it was fully operational toward the purchase of another vehicle even though this was not purchased or serviced by us, solely a courtesy, my offer was declined. Unfortunately, there is no other assistance we can provide due to the history of the vehicle beside purchasing the vehicle at its current value. I will however continue to offer the elevated value for the vehicle toward the purchase of anything new or used due to the unfortunate circumstance, we would love to assist this customer in this way. Please reach out to me at ************************************* should I be able to assist further, thank you. 

• Initial Complaint

  12/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took my car in for a recall. After the service was complete my remote starter will no longer work.

  Business response

  01/12/2024

  Good morning team 

  Please see the attached PDF containing a copy of a repair order outlining the preforming of a factory Recall   

  ****************** came into our service department to have an open "FACTORY RECALL" performed on his vehicle.  Unfortunately performing this Federally regulated recall 

  will cause, any aftermarket remote starters added to the vehicle, to not operate properly.  

  1, Here at the dealership we are contractually required to perform open recalls   -- and have no choice in this matter.   

  2, The recall was issued by Hyundai corporate, that does not recognize the use of aftermarket equipment. 

  3, The factory, and the government issued the recall, with no notice to or involvement of Rte. 2 Hyundai.  This Clients concerns should be directed to The Factory of the Government.

   

  Customer response

  01/22/2024

  I had the recall service done at Rt 2 Hyundai (McGovern). Back when I purchase the car from them. I had them install a remote starter. I did not know if was an aftermarket one. This was paid for separate from the car purchase. It always work good until the recall was done. I did call the phone number they gave me to resolve the issue. They could not help as the said after the recall was done the remote starter will not work. I was told I would have to wait until they could resolve the issue with the starter. This could take months or even years. The only thing I could do is trade the car in. I do not want to do that as again it would be more money out of my pocket. 

  They should either replace the remote starter or reimburse me for the cost of it. As it does not work.

  Business response

  01/29/2024

  Hello, 

  Giving the circumstances that the customer`s remote starter  was affected due to a national recall from Hyundai corporate. and at no fault of our dealership. I completely understand the customer`s frustration. Also, I would advise the customer to open a complaint with **********************  to seek compensation of the loss of the remote starter. 

  Also,  in a good faith. We are willing to offer the customer to split the cost of the remote starter. Retail is $499. In hope to resolve the issue. 

   

  Best Regards,

  ***************************.

  Customer response

  01/31/2024

  I contacted the *** again via phone and got a run around. I was finally able to file a complaint on their website. the number of the complaint is ********. Now I have to wait for them to contact me.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2017 ****** ****** from McGovern Hyundai Rt 2. Then I had to wait for the vehicle for 2 weeks because they didn't have the title in hand. They didn't even offer me a rental, so I had to go without a car. Then I picked up the vehicle, had the vehicle for 1 day, there were 2 major issues with the car. The first issue was there was an extremely loud and noticeable rattling noise while driving. the second and the more serious issue, I attempted to drive it and there was absolutely no acceleration. The car was on, in drive and was doing nothing, making no noise and was not moving. I put the car in park, then back in drive to see if that would fix the issue but it was still not moving. My foot was practically to the floor for a decent amount of time, and nothing was happening. I had to turn the car completely off and then back on for the car to move. This is a safety issue. I brought them this issue and they tried to make me dip into my extended warranty I purchased but shouldn't have to considering I had the car for 1 day and should still be covered under the 30-day lemon law. Now they are claiming that there is nothing wrong with the car and are either trying to give it back to me or trying to sell me a different car that in the long run will cost me $17,000 more than I am already paying. I also put a $5000 down payment on the vehicle and now if I decided to buy the more expensive vehicle, they will treat it as a trade in and I would lose my $5000 down payment. I have a 5-year-old daughter and I do not feel comfortable driving the ****** with her in the car because what if the acceleration doesn't work on the highway. I just don't think it is worth it. Now I feel forced to buy the more expensive car because I would much rather my daughter's safety over anything. I just don't think it is right that they sold me a car that doesn't work and now they are making me feel forced into buying a more expensive car that isn't even worth that much.

  Customer response

  07/12/2023

  I just want my $5000 deposit back so I can go buy another vehicle from another dealership that will actually sell me a reliable and safe vehicle.

  Customer response

  07/12/2023

  Dear BBB,
  

  I want a full refund including my $5000 deposit and I want to get out of the loan because they sold me a car with safety issues and I do no feel comfortable driving it.

  Thank You,

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

  Business response

  07/12/2023

   

  ****************** bought the 2017 ****** ****** from our dealership. at the time we told him that the title was not here because the car just got traded in and it is in the process of being paid off . ****************** expressed no concerns and agreed to wait . In the main time we put the car through the shop for a mechanical check ( please see attached Repair orders).

  Once the title came the paperwork was completed and the customer took delivery of the his new car.  A few days after delivery the customer reached out to us noticing 2 Issues in the car as mentioned i his complaint. our service department immediately asked him to drop off the car for further inspection. the first issue was the air conditioning blower motor. which we went a head and replaced for him at no cost to the customer. the second issue was the Transmission issue that he claimed the vehicle has. We had 2 of experienced technician hook up the car to check for transmission issues and no codes were detected . they also took the car for test drives to try to duplicate the issue and they could not find an issue with the transmission. in the main time we gave him a loaner to drive while the car was through the shop.

  On Saturday 07/08/2023 the customer send me an email about the issues and immediately i called him back to discuss. we arranged for a meeting on Monday 07/10/2023 to go over his options.

  ****************** arrived here with his father in law. and upon discussion we gave him couple of options:

  1. Send the car to a ****** dealership to get a second opinion on the transmission because our shop did not seem to find any issue with it.

  2.  or We will give him a full refund for his car toward another vehicle.

  ****************** originally paid 14200 for the 2017 ******. and he seemed very interested to get a full refund toward another one . he also told me that this time he wants to get something newer even though he know it would be more expensive. and based on that we searched our inventory . he picked out couple vehicles in the price range of 23k. 

  up to this point everything seemed to go in the right direction. after we ran some numbers, they asked me if they can take 2 days to think it over and maybe if the 2017 ****** checks out good at the ****** dealership he would keep it.

  On our part. we are still willing to work with ****************** to help rectify his concerns. 

  Respectfully,

  Nidal M***********

   

  
   

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an 21 subaru wrx sti April 3rd 2023 picked my car up April 7th 2023 due to me having to save for my down payment picked car up April 7th noticed I had clunk under feet and doors and windows weren't working texted my sales rep was then told make an appointment made apt. And went April 29th at 9am sat at dealership with list of problems that I had and was denied any service after sitting there until 2pm was told we are not subaru and your covered under them we are not responsible for anything but safety however I was upset I had to sit so long just to be told Noone cared about helping me even only have this car 2 weeks with under 30k on it and the problems i have are safety related. I then went to a subaru dealership ***** ***** in hadley ma and was denied there any service at all was told my car was modified and i never knew no one will touch this car so i called ******** the place the car came from and asked for any information on this vehicle and why not even the dealership i spent alot of $ wont even help me i found out that a safety check nor modification disclosure was ever preformed on this vehicle at either place and was also told that this car should not have been sold until it was legal and I was told this by **** at ******** the sister store to mcgovern. I then contacted mcgoverns to address this issue I'm have and that I can not even get an oil change nor any safety repairs taken care of. I have been ignored by the dealership and refused any call backs or any repairs to be completed amd this is going on 2 months and I can't go to a ***** **** my car won't fit on the lip of the pit so I can't get and oil change or tire rotation I just want my car fixed and warranty put back on it and my money back for the after market warranty that will not cover this vehicle and for mcgovern rte 2 hyundai to stand behind their words!!! I am looking to have them fix my vehicle so I can have a safe vehicle and warranty

  Business response

  08/03/2023

  BBB spoke directly with the business and they advised that they sent the vehicle to a Subaru dealership to get an estimate on the repairs needed on the vehicle.  They received that estimate and have approved for the repairs to be made at their expense.  

• Initial Complaint

  05/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Submitted 3 warranty cancellations in November 2022. Was told I would hear from dealership before Christmas regarding the checks being mailed. I called right after Christmas to notify the dealership of my address changing to another state. I have called, left voicemails, left messages with the receptionist, have left my email, left my phone number, and have been calling multiple times a week or multiple times biweekly since Christmas. No one has contacted me back. I have no idea if the checks have been mailed or what is going on as I do not live at the address I originally provided.

  Business response

  07/26/2023

  ********** was looking for a refund from the Old RT2 Hyundai prior to McGovern purchasing this dealership on March 15^th 2022.

   

  The pervious ownership was supposed to follow up with his warranty cancellation and they failed to. 

   

  The customer called us, and we did our best to get in touch with previous owner to help the customer get his money. at that point we got caught up in between both parties. 

   

  We made sure the customer got his cancellation money. This issue should be rectified now. 

   

  Thank you.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Monday, November 21, I brought my 2017 Hyundai Tucson to McGovern Hyundai Route 2 for a loud exhaust and state inspection. On Wednesday, November 30, McGovern Hyundai Route 2 told me that the flex pipe on my 2017 Hyundai Tucson had been repaired and the state inspection had been completed. I pid $640.00 over the phone. When I retrieved my vehicle after hours, the exhaust was still loud and the inspection had not been completed. I left the vehicle and called on Thursday December 1 to let them know what I found. They examined the vehicle a second time and said the manifold was cracked. On Friday, December 2, I retrieved my vehicle. I was not given an receipt for the flex pipe repair that I paid for. While driving the vehicle, the check engine light came on. I am requesting the return of $640.00 for unnecessary repairs and theft of services (state inspection.)

  Business response

  08/10/2023

  BBB spoke directly with the business and they have advised that they would like to offer the consumer a reimbursement check for the exhaust repair in the amount of $640.

  Customer response

  08/10/2023

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

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good Afternoon, I feel helpless and don't know where else to turn. I need some help, please. I took my 2022 Hyundai Kona into the dealership for my second free oil change (early July 2022). The oil change was completed in under 20 minutes (thought that was a short time as the first time it was over 30 minutes). Anyways I dismissed the thought.My husband was driving the car couple days later when the engine light came on. He then realized that there was no coolant in the car. He put some in then called the dealership to informed them. The service manager asked him if that is what he took him away from his job to tell him.Days later the engine light came back on. After being very stern with them, we brought the car back to them (they wanted us to bring it in, in October, this was July). I heard nothing from them in almost 3 weeks. I had to call to ask about the status of my car. I was told the part is on back order (what part, no one said anything about a part being ordered). After talking to the same service manager concerning our loaner and our limitation, he hangs up the phone.Service to the car and the part being on back order took 3 months before I got my car back (September 2). The dealership stated the part was a recall. We spoke the Hyundai corporate who stated the car nor any parts are recall.Now, over a week of having the car the engine light is back on. My Hyundai blue link says my transmission system needs to be checked. I now have to take my car back into the dealership (the same dealership that damaged my vehicle due to their negligence, unprofessionalism and carelessness). Hyundai corporate says they can only offer me my car payments that I made during the time my car was being service and if I need anything else I will have to contact the finance department at the dealership.My brand new 2022 vehicle has now been depreciated and no longer serves the purpose I purchase it for. I am scared to use the car and have no means of getting to work.1st p

  Customer response

  09/23/2022

  I will need to return the vehicle, receive my down payment for this vehicle, so I can purchase a other vehicle. I will also request compensation for damaging my vehicle

  Customer response

  09/23/2022

  I will pursue a refund only

  Business response

  07/26/2023

  As the manager I do remember the vehicle and working with the Husband.  As soon as I got the call we got the customer in on 7/7/22 got him in a loaner vehicle at no charge same day.  Parts were on national back order and he was in vehicle until 9/3/22.  After that his vehicle was  back in on 10/12/22 for a transmission issue replaced a solenoid per tsb, which by time the parts arrived was completed on 10/24/22.  Back again on 11/1/22 customer put in loaner vehicle, and further diagnosis performed now tech line recommend complete transmission on vehicle to be replaced, done on 11/10/22.  If I also remember correctly Hyundai Corporate was repurchasing the vehicle from the customer from what the husband informed us due to all the issues and time out of service.

  Customer response

  07/26/2023

   
  Better Business Bureau:
  
   Yes, Hyundai has repurchased my car last year. This issue has been resolved. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2014 Hyundai Santa Fe Sport with 80k miles on it for around $20,000 in June of 2021. It consumed ALOT of oil from day 1. Later on it was having more serious issues like the motor being blown. I brought it in December 28th, 2021 to be looked at, it is now February 23, 2022 and it has not been touched. They keep telling me they will call and leave messages but I get no answers from them. Customer service is awful. I've been borrowing a car the whole time and the person needs it back. I now have to buy ANOTHER car to drive while paying for my car that is sitting in the dealer. Its ridiculous.

  Business response

  04/13/2022

  Business Response /* (1000, 14, 2022/04/05) */ Mr B******** purchased a used Santafe on 6/16/21 it had 72,306 miles on it. He never notified the dealership of any concerns and never brought the vehicle to the service department an until December 2021. The vehicle had 87,828 miles at the time he brought it to service stating the engine no longer worked. We have submitted a claim to Hyundai motor america for the engine under a recall warranty extension. They have at this time denied the claim. Perhaps he could call Hyundai consumer affairs for a explanation of the denial. Their number is ***-***-****

*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. ↩