ComplaintsforAntwerpen Hyundai Catonsville

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/20/2022 Purchased a 2018 Hyundai sonata sport plus for Antwerpen of Catonsville. the car has been in the shop numerus times for different reasons . But the main reason has been the oil is burning fast and nothing has been done about the issue. i have been told from the Catonsville dealership that i can no longer get my car serviced there due to a incident with an rude service adviser. so i now have to take my car all the way to Clarksville Maryland to be serviced where things are better but its now a year later and nothing have been handled. motor replcament submission was suppose to be submit 2/22/2023 and nothing has been submitted for the engine to be replaced.

  Business response

  11/03/2023

  The customer was informed that they need to replace the spark plugs due to the fact that they are fouled out. The customer declined the repairs. They said that they would tow the vehicle to another business and have them done elsewhere. We explained to them that we this needs to be done first to get the car running properly. At that point, we can continue doing the oil consumption test.
  
  An addition problem is that the last portion of the oil consumption test we did should have been within 1,000 miles of the original test. The customer went 16,000 miles so we explained to them that we need to start the oil consumption test over again only after the spark plugs have been replaced.

  Customer response

  11/03/2023

  
  Complaint: 20656889
  
  I am rejecting this response because:  No the car was taking back to the dealership. When advisor Brandon was there and I told him I needed to crack the seal and pour oil in to the car due to oil light cutting back on. Him And The Gm That Was There Was Aware. Then I was told the engine needed replacement and I needed to drop my car off. I ask would they be providing me a loaner due to the car having to stay with them for 2 days cause pictures maybe needed to get engine approval the advisors here and the Gm That’s Here No Nothing About my Case At All ….
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  05/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife and I recently took our Hyundai in for service. We spoke to the service manager Patrick about our car and he expressed that he'll be taking care of the car , and will provide updates when available. A few days goes by and Patrick tells my wife and That we may qualify for a recall which will cover our repair. I attempted to reach Mr. Patrick at few times, and even left a couple of voice messages asking him to provide an update, and never got a response back. Week 3 of the dealership having the car. My wife receives a phone call from a service rep. The call was placed on Saturday morning, and the rep express to us that we can come in Monday for a rental, because the car is going to be repaired. We then asked if the car covered under warranty, and the rep said yes twice. Once on Saturday, and Monday morning before my wife picked up the vehicle. Fast forward to a week and a half later, we finally hear back from Patrick. Patrick is now demanding that the car be returned right away or we'll be charge 45.00 a day for the rental. Patrick then goes into detail about how the car isn't going to be cover anymore. There's clearly some type of miscommunication with the service team, and Patrick. I feel because of Patrick's lack of communication this issue could've been prevented. We reached out more than a handful of times trying to get information, and we received nothing. Then when we do hear something, it's false news. Our household runs on having two cars, and once we got the final ok that's our car was being repaired we got rid of our backup car due to parking and us not needing three cars. Now we have one car and an added Uber bill just to get back in forth to work. I would appreciate if the dealership will correct the wrong and repair our car. If the calls are recorded you can hear the rep say the car will be fixed and repaired under warranty

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/05/11) */ Would the customer be able to provide a phone number or the VIN from the vehicle? There are no vehicles checked in to Antwerpen Hyundai in Catonsville under "******* ********", ***** ***** ****** or "XXX-XXX-XXXX". Consumer Response /* (3000, 7, 2022/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) My wife is the owner of the car. I've spoken to a few people at the dealership, including the GM. But the car is under Lakeisha Gough and the vin number for the car is KMHTC6AD6CUXXXXXX. Again we're still waiting to hear what's going on with the car. This has been nothing but an inconvenience for our family Business Response /* (4000, 13, 2022/05/26) */ There is currently a case open with the Hyundai Motor America Consumer Affairs division. They will decide if the motor will be covered by the manufacturer. The initial response was a denial from the manufacturer. Patrick communicated with the customer whenever he was provided additional information from Hyundai Motor America. We are hoping for an approval from Hyundai Motor America Consumer Affairs to cover the costs. Consumer Response /* (4200, 15, 2022/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are actually still waiting for a response back from Patrick , the last time we spoke to Patrick was when he called and told us to return the loaner car. He promise us a call back because my wife asked what the next steps would be , we even went into the dealership to speak with him but he was off that day and his associate John said he would make sure Patrick gave us a call the next day. We have still yet to talk to Patrick even after leaving him multiple messages , throughout this whole ordeal we have spoken to Patrick 3 times, the first time was when my wife called to get an update and he informed us that the car could possibly be repaired through warranty , second time was when my wife called back for another update and he said his technician was submitting all the paper work and he would call her back with and update , we then spoke with a service rep who told us to come pick up a loaner car because our repair was being covered under warranty. The third time we spoke to Patrick was when he called on a Saturday telling us that we had to return the car because our repair is not covered under warranty, we have not spoken to Patrick since and they picked the loaner car up that same day. I'm praying that all calls are recorded because that will cooperate our story and also , it should be a log for how many time Patrick has reached out to us , as previously stated we are still waiting to speak with Patrick. The issue is we were told our car was covered under warranty and then told it wasn't! But unfortunately for us we sold our second car under the impression that what was told to us was the truth , now my family has one car the veloster is just sitting at the shop with nothing being done to get it fixed. The dealership completely dropped the ball and the lack of communication and under non-professionalism is what caused this issue. Consumer Response /* (3000, 21, 2022/06/30) */ LC 06/30/2022 (BBB note)- BBB asks that the business advise the final decision from manufacturer. Business Response /* (4000, 32, 2022/08/15) */ The customer was unable to come to an agreement with the general manager regarding the repair or offered trade allowance on their vehicle. The customer has possession of their vehicle.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 3rd 2022 my 2014 Hyundai Santa Fe Sport (VIN: 5XYZUDLA4EGXXXXXX) was taken to ********* Hyundai (6440 Baltimore National Pike, Catonsville, MD XXXXX, XXX-XXX-XXXX) as my car had a flashing check engine light that ran the code P1326. There was an engine recall for P1326 I was told my VIN was eligible for. ********* replaced my entire engine and starter, but only a deep soak on my turbo. This work was completed March 24th 2022. After receiving my car, I noticed days later my car was producing excessive exhaust that it had never done before. I had tried to contact ********* Hyundai multiple times about this but was always lead to a voicemail. Unfortunately I also had unrelated body work to be done on my car that I absolutely needed done by my insurance during this time. ********* Hyundai said after my body work is complete to immediately take my car down to their shop. On April 28th I was able to bring my car down to their shop. ********* suspected my turbo may be causing the new leak and put in a claim towards Hyundai. Hyundai denied the claim for the reason "Reviewed and based on information provided HMA is declining due to failure being out of warranty caused by time in service and mileage of vehicle" without this coverage ********* is quoting me a $6000 job for damages their work caused, and Hyundai feels no obligation to cover. This has drastically tanked my cars value leaving me unable to rid myself of it without being thousands underwater. This problem did not occur until ********* Hyundai performed the original job, it is not my responsibility to cover their mistakes. The business said to call Hyundai themselves, but Hyundai was not helpful and said HMA does not overturn their decisions and refuses to give further information. The service advisor DeAnna stated in a phone call that the deep soak on the turbo may have caused the issue.

  Business response

  06/12/2022

  Business Response /* (1000, 8, 2022/05/17) */ The service director spoke to the client and advised that he would reach out the Hyundai and try and get this turbo covered. With success, Hyundai agreed to pay for the turbo and needed parts. Consumer Response /* (2000, 10, 2022/05/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) With time and effort, Chris was able to continue to reach out to Hyundai and file the required parts under consequential damages. Hyundai pushed back a few times but eventually came to an agreement to cover the additional parts needed as a result of chained part failure from the P1326 Repair. In addition, ********* Hyundai was able to take care of the emergency brake wiring issue at their cover. Further determinations of covering the loaner car from the Dealership has not come up, but I am under the belief Hyundai is covering that.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Aug/2020 the business replaced the engine in my vehicle due to an oil consumption issue. At that time, they could not determine where the oil was going. Feb/2022 I took my vehicle in to this business because it was struggling to accelerate. Also, the intake was not bolted on properly(images attached). I was told that the transmission need to be replaced. I was also informed that neither the transmission fluid was burnt nor were there any metal shaving in the fluid(signs of transmission failure). I had the transmission replaced. When I picked up my vehicle there was a high pitched noise upon acceleration. I informed the business and after test driving they told me it was the brakes. I had brakes replaced and noise remained. Took back to business, and after further review they discovered my exhaust manifold was not connected. They replaced and reconnected the part. When I went to retrieve the vehicle it again struggled to accelerate. They inspected and informed me that the catalytic converter was oil clogged. They are not willing to cover cost of loaner and part of repair. All delays have been on there end. I feel that this is due to negligence on their part and misdiagnosed issues. 2016 Hyundai Tucson Last 4 of VIN 0641

  Business response

  06/12/2022

  Business Response /* (1000, 5, 2022/05/04) */ The customer dropped their vehicle off on March 25, 2022. The service advisor has been in touch with Hyundai Motor Ameria since March 29, 2022 requesting assistance for the customer. The vehicle's center muffler has failed. The vehicle has 127,085 miles on the odometer. The vehicle is out of warranty. The failure is due to age and wear. Hyundai has offered to assist with paying 60% of the repair on April 22, 2022 - that is their final offer. The customer has been contacted several times by the service advisor to make a decision about the repair. The customer is also in an ********* rental car. It was explained to the customer that it would be the customer's expense ($35.00 per day) if the repairs are not covered. Hyundai Motor America is no offering any rental assistance. The customer has been in the rental car for forty one days. Consumer Response /* (3000, 7, 2022/05/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I went to retrieve my vehicle on 3/24/2022, that is when I discovered the vehicle still struggling to go. I returned it to service department. I was contacted by them on 2/29/2022 stating that an APA request was submitted for the catalytic converter. It was stated that they believe the cause to be from the intake issue, which was there mistake. I am attaching transcripts of voice messages from service advisor. On 4/1/2022 I was told Hyundai would cover 50% of repair. I requested them to explain to Hyundai that since this was due to the intake issue, I believe they should do better? I was than contacted on 4/14/2022 stating they were hold on the offer of 50% and no additional rental coverage would be offered. I felt as though this was in retaliation to my request. I requested an explanation for this, on 4/22/2022 I was told that another request was submitted to see if they would move on the 50%. I received an email on 4/25/2022 informing me of the increase of coverage to 60%, but still not covering rental. I still have not received explanation of reaso for not covering rental as they have covered for all ther repairs. Business Response /* (4000, 9, 2022/05/11) */ The customer was in the dealership on 05/10/2022. The service manager conveyed that all issues have been resolved.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  All information is provided in the photos I sent. Antwerpen Hyundai has committed fraud against me during a vehicle purchase and won't work with me to correct it. My first purchase was a camaro they had their financial personal help me with a insurance quote but when I did some digging the info they provided was false and made the car financially a problem for me so I went back to give the car back and ask for a refund I only had it for one day. The sales manager said no but we'll let you get another car I asked why I couldn't get a refund and he provided me with information that didn't make since but I said ok let's look for another car. When I went in to get another car the sale price was 25,000$ because he car was discounted as I signed the papers I notice the car was higher and I asked why they said dealer fees. The dealer fees didn't add up to 5k only a five hundred dollars and they didn't offer me my full discounted price I saw they only gave me $1,205 and not the full $5,100. They kept lying to me all through out the purchasing process and wouldn't give me my 9k down payment back to only say you own the car we can't help you. I proceeded to ask how do I own the car if it hasn't been funded Or processed yet I was willing to still do business but for a different car since they didn't want to honor their discount price that was offered for the vehicle. Purchase date was 02/03/2022 vin is ***************** price was 30k but was supposed to be 30k discounted 5,100 total to 24,900. Another issue was they completely disregard my issue with the car also I told the salesman who sold me the car that it doesn't hold gas it's draining a full tank of gas in 2-3 days I barely even drove the car and he told me that's not a real concern to want to trade it back for another vehicle. Sales manager name Greg didn't even want to help me out. I asked even to buy out a car with my down payment to trade in the Nissan Sentra they lied about and buy out a Volkswagen passat he said no

  Business response

  03/10/2022

  Business Response /* (1000, 13, 2022/03/04) */ On 1/31/2022, the customer purchased a 2017 Chevrolet Camaro. Their time at the dealership that day totaled to about 5 hours. During this time, the Used Car Manager and the customer agreed on numbers, including a 9K Dollar down payment, and the process began to complete the sale. There was a delay in moving forward due to an abnormally high insurance rate. This was stemming from the customer's driving record. In an effort to assist the customer, our Finance Manager went online to Allstate to get a more reasonable quote. Although the customer indicates some sort of fraud, the quote through Allstate was not only legitimate but a valid insurance card and binder were produced. This was utilizing the Allstate Milewise program and the customer was well within their rights to decline this coverage and continue searching for another quote. On 2/3/2022, the customer arrived to the dealership requesting to cancel the sale because they no longer wanted to be insured with Allstate and therefore their rate was higher. Although the customer signed a Law Contract indicating "No Cooling Off Period", The Sales Manager offered another solution to switch vehicles. At this point the financing was already completed with Truist Bank - therefore funded. The customer was aware of the funding process, and was in the office with the finance manager when she made the call to process a " Flat Cancel". Nevertheless, the contract was cancelled and the new loan was processed. On 2/5/2022- The customer came to the dealer to again try to back out of the new deal and purchase a vehicle for the cash value of his down payment. At this point we declined this offer. We had already completed two different sales for this customer, hours of paperwork, loan processing, and more. The customer's request was quite frankly, unreasonable. We understand that having to settle for a lower valued car due to insurance is quite unfortunate However, we are not responsible these issues. The prices are negotiated and then disclosed to each customer on multiple occasions. At any point, the customer had the right to cancel or not agree with the sale. They had the option to keep the Camaro and continue with the original purchase. Regretfully, they did not. They completed the deal paperwork to arrive at the point we are at. In addition, the customer did disclose that in a previous car experience, they tried to return a vehicle, and not only did that dealership explain that it could not be reversed but they also would not return the down payment. We made an exception to swap them out and apply their down payment to the new vehicle. We thought this to be more than fair. Lastly, to address the service complaint. Not only does this customer have a 30 Day/ 1000 Mile Warranty through the dealership, there was also an extended warranty purchased at the time of sale (which has since been cancelled). The words "That's not a real concern" doesn't apply because we would be glad to do the work and repair his issue. We have a certified Service Department here on sight, and if the customer needs service we can schedule an appointment to diagnose the vehicle and repair if needed. We are willing to help the customer to get this service issue resolved, however the sale for their Nissan Sentra is Final.

• Initial Complaint

  12/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I first bought a Jeep from Antwerpen August 2020. I then traded it in a little over a year later (November 2021) for a Toyota Corolla at the same dealership. Then my lender from the Jeep (Capitol One) contacted my father because he co signed first for the Jeep & said I missed my payment for December & when my father explained they said Antwerpen did not send the payoff amount to them. They emailed me on Christmas Day saying I missed my last payment for my Jeep which should have been off my name by now. I sincerely hope this did not affect my credit. My father went to the dealership as I was overseas & all they had to say was this shouldn't have happened and they'll contact us Monday. This seems grossly negligent, incompetent & fraudulent on their part. I want to know how this happened and ensure my credit does not get affected by this. My new lender for the Toyota is Navy Federal Credit Union & the dealership said my first payment wasn't due until January First.

  Business response

  02/10/2022

  Business Response /* (1000, 12, 2022/01/26) */ The payment to the lender has been sent and posted earlier this month.

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