Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car three years ago to this Pohanka dealership, my car still has its warranty for engine and transmission, two weeks ago the car started having issues at the time to accelerate reason why I took the car to the dealer shop. Once at the dealership the person told me they where gonna need a week to have a diagnostic so I gently asked them for a vehicle replacement to commute to work but they refused to give me one until they have a diagnostic so I had no option but to wait. After six days they called me and told me the car was already fixed so I can go and pick it up which I did. Two days after have taken the car the same issue continued happening so I had no option than take the Car back to the dealer shop, obviously what they told me the issue was the first time it wasn't or they never fixed it cause was still happening. Now I've been without my car for over a week and they still hasn't call me to tell me what is wrong with the car and neither to provide me a provisional one which is why I have no other option than fill a complain against them. Hope I can get help ASAP because I feel abused by the treatment I've received from this dealership. Hope hearing soon from you.

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a car and when I came To get it we were told it wasn’t ready but we can bring it back for the painting. I was told To come To 4x and got nothing done. The first time I was told they close at 9pm and I came at 5 and the gentleman wasn’t there. My husband went to dealer after speaking to the contractor again except this time the contractor never showed. He said he forgot he changed his schedule although we spoke on the phone that morning before we drive to the dealership. Then we rescheduled again and arrived in time and the contractor was there but said it may rain today and would be a waste of his time. So I said I am here early enough, we will Worry about that, please just do the job. The man said ok and an hour later still Did nothing while we waited over an hour. I asked for some recompense for me traveling back in fourth for 3x and now having to come again the next week all For a few rust spots . I asked can I get the service done elsewhere and they repay us, I also said I want a new contractor and I said what process do you have to deal With this type of complaint because I don’t trust this person at this point to come and get my car and drive it 30-45 min away and back because they haven’t been doing what they said so far and I don’t want to incur any other problems. I asked for someone who can handle the complaint and ppl just stood around looking while the general Manager is right there saying nothing. Finally when he spoke he was more concerned bout my attitude and I explained to him that he should be listening and finding a solution to the problem. They did nothing to resolve anything and simply rescheduled me and changed contractor still Leaving me the expense and inconvenience to return again. Now they want someone to drive my car and Im not comfortable with them at this point I want recompense for My several Trips as well as a response regarding their lack of ability to provide a service that is covered by my warranty.

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle in for the recall on the ABS Module, an oil change, to change the TPMS in one tire and to confirm that one sensor needed to be changed to fix the Cruise Control or just re-calibrated. Issues: 1. My car has used FULL SYNTHETIC OIL for the past 5 years which is written on the paperwork and under my profile, however, the technician put SYNTHETIC BLEND in my vehicle. When I was told that by my service rep, I advised him at that time that it should be FULL SYNTHETIC not a BLEND. I looked at my paperwork and it still says Blend. 2. The recall for the ABS Module, with this recall, all of a sudden, my stability light, auto hold light and ABS light came on while I was taking it to the dealership. I advised my service rep of this because these lights have never been on before. After fixing the recall, which ended up being 2 different one dealing with the brakes, the lights didn't go off. My service rep told me that I needed an extensive diagnostic to see what the issue was. I agreed to that and the results were that the main wire harness needed to be changed. I was assured that this would fix the issue. (cost, $2,000) I was told the sensor, that I asked to have checked, was disconnected. The sensor is not disconnected and was working to alert me while driving.3. I went to pick up my car, 2 months and 5 days later, only to find that the lights were still on (stability and Auto hold). In addition to those lights, now I have the Lane Departure Warning System light and the ESC lights are now showing. The car feels like I am driving with the parking break on. I left the car, only to be called and told that the sensor is what is causing the issue. (cost, $2,400) Now, the sensor has worked for 3 years and I only mentioned it to confirm if it needed to be changed or calibrated. When my car was looked at again to see why the lights, stability & auto hold, was still on, I was told the sensor needed to be changed. The sensor is not the problem.

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dispute that I have is against Pohanka Hyundai of Capitol Heights. I purchased a certified pre-owned 2017 Hyundai ****** with 35,519 miles on June 6, 2022. Within the first week of purchase, I noticed that my steering wheel shakes after braking using interstate speeds. The following week I was able to bring the problem to the attention of **** a sales manager. He called down to Pohanka ********** because that's where they supposedly get the vehicles inspected before sales. *** the mechanic did a test drive and deemed the problem is a rotor and for me to come back the following week to get it fixed. Unfortunately, I don't have any paperwork. This complaint also is because of 09/16/2022 I had to put in 4 full quarts of oil in my vehicle because I started to hear a rattling noise prior and decided to check my oil level and the oil dip stick level was very low at just over 3,000 miles. The following week I brought my vehicle in to get evaluated but was told that a diagnostic test will be needed and it will be a month to two months for it to be seen but I can put my information down on their unofficial wait list. I will attach the actual written complaint that I sent to Hyundai Customer Care Center. In conclusion after my first oil change which was on 10/15/22 that was before 5000 miles, I had to add 5 quarts of oil to the vehicle on 12/13/22. Beforehand, I was asked to bring it in at 1000 miles after the first oil change to determine the reason why my oil level drops so low whereas I have to pay out of pocket for more oil. I was able to bring it in on 12/13/22 for observations and was told by the service manager Michael that I will have to pay 1400 for them to take a look at a problem that is clearly a mechanical flaw. I explained to him the situation and gave him the outline of events but his lack of customer service and professional skills led me to check the oil level at that very moment next to contact the customer care center via email and now you all.

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, November 30, 2022 I had an appointment to bring my car in for a service recall. On date of the appointment, my would not start so I had it towed to Pohanka Hyundai to be fixed. My son accompanied the car to the dealership. He called me to report that the service department ignored him, no greeted him and/or ask to help him. He was not able at that time to check the car in for service. Not until he called me, a service worker acknowledged him. My son was told that the car would sit at the facility for a week before anyone would be able to do a diagnostic test to detect the problem with the car. I asked to speak with the service manager who was unprofessional and rude, he told me, " I have no mechanics that can check out your car until a week from now." I tried to explain that we need the car at least check for the problem as my son has no mode transportation and he is in college and taking final exams; the manager hung up the phone. The manager also stated I can't fix the real until your car is working. I responded that's why it is important to have it checked/fixed, then we can worry about the recall issue. He did not appear to comprehend and had no problem solving skills and "a I don't care attitude. I have tried to call everyday since to speak with another manager or director regarding my car that just sitting there at their facility.On Friday, December 2, 2022, my husband went to dealership with his personal mechanic to look at the car; he also tried to talk with someone about this situation and was brushed off!I'm very frustrated and just need my car fixed! I have never experience this in all my years of life, no mechanic available to work on a car but they have customers there picking up their cars which has been fixed ? But they can't find anyone to work on my car, it doesn't make sense. I purchased my car from their dealership! I will never buy another cars from a Pohanka dealership again!

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car for its first service and oil change on july,18th,2022. They took 4 hours to service my car and after the service my car had a red airbag light popping up on the speedometer. upon asking the guy about it , he told me its a recall. while hyundai motor company states its not a recall. while checking up on him again , he refused to his statement and say it didnt happen, Now he is passing racist comments over the phone . the dealership is committed to service the car resolve issues. but they ended up bringing up an issue thats threat to my life. now after raising my concerns , they are not picking up my calls and putting me on hold, cause they messed up big time. I am writing this complaint directing to ***** @ POHANKA HYUNDAI , UPPER MARLBORO. He is the one who told me its a recall on july 18th and is the same guy who is fighting with me over the phone. He even threatened me to hurt me. they really took things to another level when they cannot accept the mistake and moreover still playing with me and fooling with me still . its high time now for these people,

• Initial Complaint

  Date:08/23/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON OCT 26 2019 I PURCHASED A 2016 ***** ****** *** V6 FROM POHANKA ***** IN CAPITOL HEIGHTS MD I WAS GIVEN A ****** REPORT WITH NO PRIOR ACCIDENTS I ALSO ASKED THE SALE PERSON ROSE IS SHE SURE THAT THE CAR NEVER BEEN IN ANY ACCIDENTS SHE STATED NO. AT THE BEGINNING OF JULY 2022 I STARTED NOTICING THE DRIVERS DOOR MAKING A NOISE WHEN OPENING UP AND CLOSING THE DOOR SO I HAD A MECHANIC LOOK AT THE DOOR AND I WAS TOLD THAT WHOEVER DID THE BODY WORK AND PAINT ON THIS CAR DID A UNPROFESSIONAL JOB BECAUSE BOTH OF MY CAR DOORS WERE MISALIGNED AND HAD LARGE SPACES IN THE DOORS I RESPONDED MY CAR HAS NEVER BEEN IN ANY ACCIDENTS HOW IS THIS POSSIBLE SO I STARTED DOING MY OWN INVESTIGATION AND FOUND THAT POHANKA ***** SOLD ME A DAMAGED CAR AND FAILED TO DISCLOSED THE PRIOR DAMAGES IM UPLOADING PHOTOS TO PROVE MY COMPLAINT .

• Initial Complaint

  Date:07/05/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter and I purchased a used car at Pohanka, Hyundai on June 5th of 2022. My daughter lives in Richmond Va which is about 3 hours from the Pohanka dealership. The under carriage, ie the black plastic piece that is supposed to be attached under the car was in the back seat and since it was a Sunday their service department wasn't open so the saleswoman said she would call my daughter on Monday morning to make arrangements to send her a new one so that my daughter could go to a ******** dealership to have it attached. They never called, the part was never sent and the one that was already in the back of the car was attached at a local jiffy lube. They noticed that there were several bolts, etc under the car that were loose and tightened them. They were 2 sensors that were not working properly so when my daughter drove to the dealership in Fredericksburg Va, the closest location to Richmond, they ordered the sensor, reset the software on the other sensor and offered to check her tire rotation. All 4 tires were not in proper rotation, I have a report that says "fail" after each tire, attached. I have contacted Pohanka 5-6 times to find out if tire rotation is part of their used car maintenance and they have never answered that basic question and in the meantime I paid $191 on 6/22 and they have never returned any of my calls or emails and when I spoke to Mr. S******* in the finance dept.on 6/29 (I paid 100% in cash) with a trade in, he was going to hand deliver it to the service department and still no one has called and I don't appreciate the lack of response so I'm filing a formal complaint. I think they should answer the question of whether it should have been covered and if so, they should refund me as they didn't complete a proper inspection of the vehicle. I don't want to speak with anyone there, if they have anything to say they can email me or send it to my address of record. Thanks for your assistance.***********************