ComplaintsforOurisman Hyundai of Bowie

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 26, 2023 Paid 119.00 Worked Performed - Oil Change and Tire Rotation Damage was done to front left bumper

  Business response

  05/26/2023

  5/25/2023

  Dispute Resolution Team –
  

  I’m truly sorry about the missed understanding *** ******* had with our service department, our goal is to be as clear and specific when we find preexisting conditions of damage on very service vehicle that comes in, this is why we have a checking procedure with every vehicle.
  

  The consumer was informed about the existing damage at time of check in, and the technician who worked on the vehicle was actual kind enough to re attach a part that had become lose when the customer or someone at home hit a non-moving object it seems, which you will clearly see on the pictures attached based on the bumper alignment. What I can do for this customer is offer the use of our body shop at our discounted rate, should he want to start with the repairs caused by the driver. This happens from time to time due to having multiple drivers in a household and the incident not being disclosed.

  Based on the evidence attached we do not feel any responsibility towards the repairs needed for this vehicle.

  Very truly yours,
  
  Hyundai/Genesis of Bowie

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I want a cash settlement. Issues: Attention: Hyundai dealer, Bowie, Md., and Hyundai/******** manufacturer Customer: ************************** of Bowie, Md. Re: Seized engine on my 2017 Hyundai ***** ** VIN: ***************** Date: March 20, 2023 The facts are clear: With only 88,261 miles, my car’s engine seized on March 12, 2023, nearly three years after I purchased it (used) in 2020. This is unacceptable for a car that I maintained extremely well and has never had major mechanical trouble or body work. What’s more, we had driven the car for only 7,000 miles between the last two oil changes. I am writing to request your immediate action: • Install, free-of-charge, a fully functioning engine in my car. • Or provide a replacement vehicle under my current loan arrangements with no additional fees or expenses. The Maryland State Attorney General’s Office told me the company can take one of those approaches to correct this wrong – under the “goodwill” clause. Please help. This is a tremendous hardship for my family of six. We rely on this car for work and school transportation. My wife and youngest son were en route to church when the engine died barely one block from our home. We were completely befuddled. • The car’s systems never provided a warning. • Nothing blinked or rang. • There was no indication that anything was wrong in any way. • Nothing wrong was identified by any service professionals when we had oil changes. Clearly, this is a defective vehicle, especially given the low mileage. Please let me know immediately how the company will correct this clear example of consumer fraud.

  Business response

  05/04/2023

  5/4/2023
  
  Dispute Resolution Team –
  
  Thank you for forwarding *** ***** complaint regarding his 2017 Hyundai.  The client’s letter submitted with the complaint seemingly filed 4/28/2023 was dated 3/20/2023.  *** ***** has since traded his 2017 Hyundai on 3/25/2023, (just 13 days after his stated mechanical failure and 5 days after the submitted letter was written) for a new 2023 Hyundai subsequently resolving his concern regarding the mechanical problems he had experienced.  
  
  In answer to the letter dated 3/20/2023; We have no service records since his initial purchase of the 2017 Hyundai in 4/2020 with 32K miles.  At the time of purchase the vehicle was covered by the manufacturer under a 10-year 100K powertrain warranty. The mechanical concerns the client mentioned appeared in March 2023 with 88K miles which means the vehicle would still be covered under the stated manufacture warranty.  However, we have no history of a service visit, subsequent diagnostics or attempting a claim with the manufacture warranty company on this concern.  It is our assumption that the client was servicing elsewhere.  
  
  Regardless, now that the client has traded the vehicle and is no longer the listed owner, we would consider this matter closed.
  
  Very truly yours,
  
  

  Customer response

  05/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I will not further contest the matter.  Clearly, I cannot win against this well-heeled corporation, which remains in the news for *** fires and ******** engine failures.  I had to quickly trade in the piece of garbage I was sold in 2020 - to meet the needs of my family of six.  The trade-in value was wickedly low, but I was a desperate consumer without a working car - a posture the company seems to exploit. 
  

  I hope real justice for consumers comes through a class-action lawsuit.   I'm done for now.
  
  Signed,

  THE RIPPED-OFF ***** FAMILY

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my ******* *** from Ourisman Hyundai of Bowie December 20, 2021 after returning from tour in ***********. The Hyundai dealership erroneous listed another person as the owner of my vehicle in their service system and I discovered the error after returning from ******* on October 2022. I texted, called, and spoke to the Finance Manager, *************************, several times since December 18, 2022 regarding Hyundai's error and gave him several months to resolve the error. Unfortunately, the error still exists and it is preventing me from receiving scheduled maintenance and concierge service as the original owner in Hyundai's Service System.I am requesting that the primary ownership record be corrected immediately and reimbursement of cost I paid to service the vehicle.

  Business response

  05/01/2023

  5/1/2023

  Dispute Resolution Team 

  I want to deeply apologize regarding *** *****’s experience again. We have worked with  ******* to ensure the ownership information in the ******* system is corrected. *** *****  should find that the scheduled Maintenance will be covered as proper by *******.  
  

  Should there be any further issues the client is more than welcome to reach out to me  directly. Should *** ***** find any continued concern with this matter I will personally  intervene until resolved.  
  

  Very truly yours,  
  ***** ********  
  ************  
  GM Hyundai/******* of Bowie 
  

• Initial Complaint

  12/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new vehicle in August of 2022. They did not charge me the agreed-upon price. They did not provide me with any paperwork upon signing the financial agreement. I paid extra for tire protection. Within two weeks, the tire on my brand-new vehicle started losing air. It took over two months to get an appointment. The GM said the tire would be replaced. Upon arriving for the service appointment, they told me they didn't have time to look at my tire. They then told me there was nothing wrong with my tire and moved it from the back to the front. I told them I had the extra protection, but they said they would not replace my tire. Two days after getting my car back, the tire went flat again. I have called and emailed the business with no return calls, and the GM will not return my calls or texts. I also contacted corporate. I have to fill up my tire every 2-3 days. I have had to do this since I bought the car and have the extra tire protections. The business ignores my calls and refuses to provide the service I paid for along with the refund of the 995 I was charged for the 'bogus location service' on my vehicle. (car already comes with location service)

  Business response

  01/09/2023

  Reply attached

  Customer response

  01/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 18639729
  
  I am rejecting this response because: I have emailed in response to the email response and asked when I can come get the tire replaced.  It has been 5 days and the email has not been acknowledged nor responded to.  I will not go somewhere else to have the tire replaced as I do not trust the business to reimburse me since I have been made promises in the past and when I try to collect on them I get no response  (kind of like this situation).  In addition, the 'location tracker' was never installed on my car, yet I was charged for it.  I have no information on how to even access the device.  I was charged for something that does not exist on my vehicle (and I did not agree to).  I was told I would be reimbursed for this and I have the messages to prove it and it has been months with no reimbursement and when I follow up I get no response.  I keep getting promises but then no one follows through on them. 
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business response

  02/01/2023

  Please see the attached response to the rejected response #1.

   

  Thanks. 

• Initial Complaint

  11/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The worse place possible. I couldnt have chosen a worse dealer to buy my car. When I was there to buy my car they were all over my wife and I for us do business with them. They offered me coffee, they even asked if we would like them to pick up some sandwiches. So they were with us until 1:00am yes 1:00am in the morning just so they wouldnt lose us. I have my car for less then a year and the paint on top of the hood is coming off. I have tried for multiple times to talk with a manager from service his name is *****. No success he never returns my calls they always say he is busy. So if you can keep your business way these dealership

  Business response

  11/28/2022

  11/12/22  
  
  I want to deeply apologize regarding *** ******* experience. I also want to say thank you  for bringing this to our attention.  
  

  The last contact I had with *** ******* was this past September. I reviewed the estimate  and photos from our body shop and concluded that the cause of the damage to the  vehicle’s paint was from an outside influence. Looking at the photos there is clear  evidence of what appear to be rock impacts to the hood. I explained to *** ******* that  rock chips on paint are not considered a warrantable repair. It was advised to *** *******  to reach out to his automobile insurance company. I was unaware if *** ******* had made  additional attempts to contact me on the matter.  
  

  Should you need any further assistance, please let me know directly, my email is at the  bottom.  
  

  Very truly yours,  
  Peter S******  
  Service Director  
  Ourisman Hyundai & Genesis of Bowie  

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new 2021 Hyundai ***** **** on October 27 2022 with 27 miles from Hyundai of Bowie. New Hyundais come with 3 years complimentary maintenance. When I scheduled my first maintenance visit I was told that I was the 2nd owner. The first owner was Bowie Hyundai. I was also told that the warranty doesnt transfer to the second owner & that my Warranty would be severely limited. I contacted the dealership and they assured me they would take care of the problem. After dozens of unanswered follow up phone calls & emails I decided to drive to the store to talk to them in person. They told me they are going to pay for an 10yr 100k platinum & a maintenance package. I have emails stating this. I purchased a new car. According to Hyundai I purchased a used car. I want them to resolve the situation or buy the car back. There is also the possibility of Fraud because Hyundai of Bowie reported the car sold again as a certified Pre owned on 4/09/2022. I had owned it for 5 months at that point.

  Business response

  11/04/2022

  11/3/2022  
  

  Dispute Resolution Team –  
  

  On 10/27/21, *** ******** purchased a 2021 Hyundai *****, which was reported as an SR-C  (loaner) on 9/30/21. The vehicle however was never actually physically entered into loaner  usage by the dealerships service dept and sat untouched until the client purchased the car as new on 10/27/21. This vehicle was able to be titled as a new vehicle, as the vehicle was never registered when it was a loaner however Hyundai Motor Company did recognize the internal  submission into the loaner program. After discussions with the client an agreement was made to  remove the car from the loaner program at the mileage from *** *******s usage of 4,778. *** ******** was given at good will expense to the dealership a Hyundai Service Contract and Maintenance plan to which he agreed as acceptable compensation for confusion created by the loaner/new car misunderstanding.  
  I am available for additional discussion at any point should *** ******** feel the need.    
  

  Very truly yours,  
  
  Brad H*******  
  VP Ourisman Hyundai Genesis  

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/16/22 Ourisman Hyundai of Bowie charged me $782.83 for parts and service that did not fix the issue that I brought my car in for. The business has not tried to resolve the problem of that charge. I dropped my car off at the service department on 6/13/22 because the check engine light and other icons were lighting up on the dashboard. The Service Manager advised me that the Airbag Clock Spring Assembly was the cause. I received my car on June 16 after paying $782.83 for parts and labor (Invoice # **********). I drove it home and parked it. I drove it again for the first time on June 19th and the same issue recurred. I dropped my car off again 6/20/22 on to have the issue corrected. The Service Manager called me on 6/24/22 to tell me that the foreman was able to get one code to come up for the fuel pump control unit. He also recommended replacing the cruise control cover as a possible fix. He wasn’t sure if that would work but thought it wouldn’t’ hurt to replace it. The price of the cruise control cover was $1,689 and the fuel pump control unit was $543. I agreed to having the fuel pump module replaced since the fuel pump code came up previously. I did not want to pay almost $1,700 for a part that was recommended as an add on simply because it was in stock. I picked up my car on 7/13/22 and paid $533.30 for parts and labor after having the staff remove a charge for an oil change that I had not asked for or authorized (Invoice # **********). I wrote to the dealership’s General Manager on 7/27/22 to inform him of the unacceptable service experience. The Director of Operations called me on 7/28/22 to say that he’d look into the issue and call me back in 2 days. I haven’t heard from anyone since then. I initially paid for an issue to be repaired and it was not. I was then charged again for the same issue to be corrected. I want a full refund of the $782.83 that I paid for parts and service that did not fix the issue that I brought my car to the dealership to fix.

  Business response

  10/31/2022

  10/31/2022  
  

  Dispute Resolution Team –  
  

  We are in receipt of *** ******’s complaint. We are actively working with the client to  resolve his concerns. We have shared copies of repair orders describing the vehicle codes and  need for repair. Screenshots of said documentation is below. We have offered gratuitous  services for the client’s inconvenience and believe we will re-instill confidence moving  forward.  
   Very truly yours,  
  
   Brad H*******  
  VP Ourisman Hyundai Genesis  

  Business response

  11/07/2022

  11/7/2022  
  

  Dispute Resolution Team,  
  

  I want to deeply apologize regarding *** ******* experience. I also want to say thank you for  bringing this to our attention.  
  

  A full refund in the amount of $782.83 will be issued back to the client. I would really like an opportunity to re-instill faith in our business for this client. I’m new to this store and I believe  is building relationships with our clients and employees. It has been the long sustainability of every business I have managed and Hyundai and Genesis of Bowie will be no different.  
  Should you need any further assistance, please let me know directly, my number is at the bottom.  
  

  Very truly yours,  
  
   Selim E*******  
   ###-###-####  
   GM Hyundai/Genesis of Bowie  

  Customer response

  11/15/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business has issued a full refund. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Originally this complaint was aimed at Hyundai Motor America (HMA), but the BBB incorrectly filed customer's claim under Lemon Law and/or class action settlements for engine components, the last going to arbitration for a connecting rod class action settlement which was not the reason for my complaints with HMA or the BBB. Please see the following HMA and BBB Claim/Case #s for VIN #*****************:Hyundai Motor America Case#: ******** Hyundai Motor America Case#: ******** BBB AUTO LINE Case ********** BBB AUTO LINE Case ********** BBB AUTO LINE Case ********** The complaint revolves around a lack of transparency for reimbursement protocol by HMA and undue customer wait times for resolution which was being handled via the HMA prior authorization (PA) request system. Additionally, Ourisman Hyundai of Bowie service personnel incorrectly and/or incompetently filed PA requests on customer's behalf which led to exceptionally long wait times for resolution (see attachment #1, "Written Position" and Attachment #2 "HMA written position") and financial hardship to customer. The PA for paint work was submitted in early March 2022 and was not completed until July 2022 with Ourisman service personnel failing to upload paint work order estimate and pictures. As of 26 September 2022, the vehicle in question remains at Ourisman Hyundai of Bowie lot to the best of the customer's knowledge, more than 200 days from original appointment which was made with a now terminated Ourisman service manager (23 February 2022). Ourisman Hyundai did provide a loaner car for more than two months (May to Sep 2022) but customer has since returned it and has not yet received confirmation, timeline, or payment options concerning the vehicle paint work. Customer is requesting that paint work is expedited, the customer receives estimated timeline for when work will be completed, and joint (HMA and Ourisman Hyundai) or unilateral (Ourisman) reimbursement for extended rental in the amount of $2107.89

  Business response

  10/21/2022

  10/21/2022

  Dispute Resolution Team –  
  We are in receipt of *** *****’s complaint. *** *****’s initial complaint was regarding a  needed repair which was no longer inside of the vehicles warranty coverage. As the dealer our  responsibility both contractually and as a partner with the manufacture is to perform diagnostic  and warranty repairs per their guidelines and directives. Ultimately this repair and rental was  NOT approved by Hyundai Motor Corporation. As the dealer partner, we are not compelled to  override their final decision regarding *** *****’s warranty claims. We consider this a closed  file.  
   Very truly yours,  
   Brad H*******  
   Vice President  
   Ourisman Chevrolet of Bowie 
  

  Customer response

  10/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response due to Ourismans lack of oversight on one particular prior authorization (PA) request. Despite multiple status update requests by the customer, PA request for routinely covered paint repairs was never submitted to HMA, or submitted improperly/incorrectly/incomplete. At the customers request, the PA request for the routine paint job repair was originally submitted by ***************** (left the company) in March 2022. ********************* (fired by the company) and ************************* both had oversight of this PA which was never actually submitted to HMA until July 2022 (more than four months after customer made the request for a PA, seven months after *****************, *********************, and ************************* received repair estimate and photos from ************** of Ourisman Chevrolet, and nine months after the problem was confirmed by ***************** during an October 6/7, 2021 visit to the dealership expressing concerns with brake issues, oil consumption w/no leaking, and paint peeling off hood).

  
  

  The loss of oversight for the routine PA request allegedly submitted in March 2022 caused an extended rental car period and has caused a financial burden on the customer and his family. Despite Executive Vice President **************************** telling the customer that he wouldnt consider ********************* a customer due to his lack of business at Oursiman and not having purchased the vehicle at Ourisman, customer feels that Ourisman should take ownership for the lack of oversight concerning their  PA request submission and follow-up procedures. The interaction by ******************** in telling a new customer that he  (********************) would not consider and does not value the customer as an ********************** customer, due to the lack of money customer spent with **********************. When requested, customer was told by ******************** that a meeting with an Ourisman would be impossible and customers routine military moves while an active-duty ****** were not a factor in considering my status as a customer and the good will or grace shown by him or Ourisman as a company. The customer and his wife found these comments by ******************** to be disrespectful and hurtful.

  
  

  The customer and his wife purchased the vehicle new while serving at their first duty station together as a married couple. Since the purchase, the couple executed three military moves servicing the vehicle principally at Hyundai dealerships and sometimes at on-base ********** for routine maintenance. To be told that we don't matter by an Ourisman Executive VP makes us question the values and priorities of the company as a whole. A reimbursement for rental car fees accrued in the amount of $2109.87 would be a critical first step for reconciliation and changing the customer and his family's perception of Ourisman  as a company that values all of its customers, big spenders, military families, and window shoppers alike. This reimbursement would also guarantee an immediate stop on all current and planned customer efforts to resolve this issue.

   

  Regards,
  
  *********************
  

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While anticipating the birth of our first child, my fiance and I were looking to purchase a bigger vehicle to accommodate our growing family. We decided on the Hyundai ********. We reserved a 2022 Hyundai ******** on June 6th at Oursiman Hyundai of Bowie. We were informed the vehicle would not be in until July 18th. On July 22nd we were informed by the dealership the vehicle had arrived. We planned to go the dealership on June 24th, but I went into labor. On June 25th, we welcomed our son into the world. On June 27th, we were discharged from the hospital and went to the dealership after being told the vehicle could not be held for any longer. After about 400 mile we noticed the vehicle pulling to the right. Even with lane keep assist engaged the vehicle still pulled to the right. We had the vehicle serviced multiple times at 2 different dealerships. We filed a claim with Hyundai and they even sent an engineer to the dealership to service the vehicle. We have had multiple alignments and a recalibration by the engineer. The problem still persist. Hyundai ultimately sent us back to the dealership for resolution. The dealership only offered us a trade, which has a now in a bad loan with over $17,000 negative equity for no fault of our own. We were told by the General Manager at Oursiman she would "wipe the first car away". We were also told by Hyundai there was not fix the the issue(documented on page 7 of supporting documents). We asked if Hyundai and the dealership to resolve the issue by simply switching the vehicle out the exact same one, but we were told that could not be done. This has caused our family much unnecessary stress while adjusting to life with newborn and feeling unsafe in a brand new vehicle. We have also filled a complaint against Hyundai Motors America.

  Business response

  09/02/2022

  Sept 2, 2022  
  The manufacture to dealer relationship requires that all certified Hyundai stores perform  warranty diagnostics and repairs in accordance with manufacture guidance and approval. We  have performed all required diagnostics and communicated the failure with Hyundai. Hyundai  has acknowledged the failure but has not yet determined the proper repair. The clients request  for re-purchase can only be made through the manufacture in cases of product failure during the  warranty period. The client has already opened a file with the manufacturer. We will comply  with the manufactures requested actions in this matter once a determination is made. The client  should continue to follow-up up with the manufacture until their resolution is in place. We will  also communicate with the manufacture regarding the urgency in finding resolution.  
   Very truly yours,  
   Brad H
  
  

• Initial Complaint

  08/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 28, 2022, I had a new windshield installed at Hyundai Of Bowie. During the installation, the inside of the hood was chipped in two places. Hyundai of Bowie said that they would repair it. On June 7, 2022, they had their paint person to repair it. This person placed maroon paint to cover the chips of my cherry red car. The manager, **** *** agreed that the repair was substandard and said he would get another company to do the repair. He did not, so I got a quote to have it done by an independent auto body shop and forwarded that information to *** ***. *** *** stated via e-mails that he would reimburse me for the cost. However, he never did and is now no longer at the dealership. I spoke to a person who says that his name is Curtis M*********, who said that he handles these types of issues for the dealership. I forwarded the information to him over three weeks ago and he has never responded. I think that he gave me either a phony or personal email and not the dealership's. On August 9, 2022, I sent an email to the Corporate office and they confirm receipt of the e-mail. However, they have not addressed the issue the they owe me $97.52 for the paint repair that I paid because they refused to do it correctly and properly. I want my refund of $97.82

  Business response

  08/24/2022

  August 24, 2022  
  

  Dispute Resolution Team –  
  

  We are in receipt of the complaint filed by ****** *****. We have reached out to the client and are taking steps to  refund as requested.  
  

  Best Regards,  
  Aaron S*****  
  Corporate Operations Manager 

  Customer response

  08/26/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

*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. ↩