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:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  ****************** replaced engine due to recall. Warranty on the engine replacement says they have to replace the catalytic converter too. This was not done. Have reached out to service department many times, left many messages, have not received a call back. This has been going on for nearly a year.

  Business Response

  Date: 01/27/2025

  There is no such recall that replaces the Catalytic converter along with the engine. The customer's engine was replaced under ********************** warranty entension TXXI - TSB 22-EM-001H in Feburary of 2023 at ****** miles. There is nothing stating this in any of the repair procedures for their vehicle. Please see the bulletin that is attached.

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Oil change on December 5, 2024. I waited three hours for a basic oil change. While waiting, i was harassed by a salesman to buy a new car - to the point that he pulled my hyundai records and brought a car to the front of the building for me to look at - after continuously telling him that i did not want to buy a new car. I asked the service *** if my car was done many times, when my car was finished - i noticed the service sticker was never changed, the oil notification on my car was still lit up when i started the car and a week ago i received another email stating that my car was overdue for an oil change. I have reached out to Hyundai many times since then and no one has reached out to me. I want to know if an oil change was actually completed on my car. and if it wasnt, and it ruins my car, the fault would not be on me, since i have paperwork that an oil change was "completed" on that date.

  Business Response

  Date: 01/27/2025

  The customer spoke on the phone with the service director. They agreed to come in Monday or Tuesday (Jan *****) to visit the director so that he can take care of their sticker and reset their maintenance light. 

  Customer Answer

  Date: 01/28/2025

   
  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

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  October 30, 2024, work was completed on a 2016 Hyundai Elantra. It was brought in for service for a stalling issue. Found an additional problem upon vehicle pick up.Oct 31, 2024- picked up the car and was told everything was ok.Nov ******- car blew the engine and needed to be towed back to ************************* contact for almost 10 days. Called Antwerpen and was advised that ****** , who was assisting us, was let go and another *** was assigned. We were told that the engine was blown and would need ***laced. We were also told that Hyundai has an assistance program for this specific problem because of this year, make and model having an engine issue. Our new ***, ******* said that the notes from the previous *** were very vague and confusing making it appear as there was never a 2nd issue. It was submitted to Hyundai corporate for assistance and denied. The reasoning was that I needed to provide all maintenance records for the life of the vehicle. We are not the original owners.The service manager said he would forward the issue to his district manager for possible assistance. This was the week of Nov 25th. I forwarded all information to him around Dec 2nd. I didnt receive a confirmation or any other correspondence. I completed a survey that Antwerpen sent. I provided my honest opinion which was not favorable.Within 2 days, I was directly contacted by the service *** who told me he was upset with how I rated him and how it looks like his fault.I called to speak with the manager twice with out any return calls. Final call, I talked with the manager who said he would get back to me 12/19/24. I was not contacted until 12/20 when a *** called to say that the vehicle it ready to be picked up.Communication by the company is deplorable. There isnt a clear person communicating and Antwerpen will not accept any fault but blame a guy they let go for not documenting the further issues.

  Business Response

  Date: 01/03/2025

  Unfortunately, there was a measure of poor communication prior to the service manager getting involved. The service manager and customer came to an agreement for a discounted engine replacement. The customer picked up their vehicle on Tuesday, December 31, 2024.

  Business Response

  Date: 01/03/2025

  Unfortunately, there was a measure of poor communication prior to the service manager getting involved. The service manager and customer came to an agreement for a discounted engine replacement. The customer picked up their vehicle on Tuesday, December 31, 2024.

  Customer Answer

  Date: 01/04/2025

   
  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

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  09/2023 date of transaction 10/2023 when it rain water overfloaded into the driver window seal was coming apart noticed issues with odometer reading dates car in for repair water 10/3/23, 10/18/23,11/27/23 corrected odomoter reading vechile looked at 10/18/23, 11/27/23, 12/26/23. 02/12/24,6/6/24 still not fixed

  Business Response

  Date: 10/09/2024

  It has been more than one year since the vehicle was seen by Antwerpen Hyundai Catonsville. This warranty issue should be addressed with the most recent service center or with the manufacturer.

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Vehicle inspection by them for issue with ac, they stated after inspection/diagnostic it was compressor. Service completed on compressor and labor for a little over $1000. Discovered the issue persist, contacted service department of Antwerpen Hyundai for a follow up however next available opening was for three months later. Eventually dropped the vehicle off for them to state, driver might have run over something that damaged the condenser after expressing to them the issue is the compressor. Second opinion stated the compressor is defective hence why it was never functional after initial replacement. Not to inspect again, it will take 3-5 days after dropping off the vehicle. This can not continue and unacceptable.

  Business Response

  Date: 07/07/2023

  We do not have a customer record for "***** ********". Would they be able to provide the *** for the vehicle that is related to this complaint?

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 car was stolen on June 19th ******* is a 2020 Hyundai Elantra When my car was recovered I took it there to the service shop 38 days ago. Im standing here now and they have yet to assign the ticket for the repair to anyone this is unacceptable. Now I have to get the second extension for my rental. They also are trying to give me back my car without completing the work. They are trying to tell me take it as is and bring it back when the part comes in. This is just foolishness I have been inconvenienced through this whole process

  Business Response

  Date: 06/26/2023

  We are not sure about the timeline, but the customer's car was delivered to our lot without any notification to any of our employees. At some point, the customer's vehicle was dropped off here and no one was notified. The vehicle sat for 3-4 weeks until customer called and asked about vehicle. The customer's insurance company never notified us that it was here, and did not drop off any keys. Once vehicle was written up, we checked vehicle. Door panel is on back order, due to arrive June 30. The service department has needed the remote. A service advisor has called requesting it. This was mostly on the part of the insurance company. The insurance company never notified Antwerpen that the vehicle was here, and there were no keys

• Initial Complaint

  Date:05/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  November ******* I purchase a car from Antwerpen Hyundai a Hyundai ******. I only had this car for 5 months and it broke down twice in middle of 295 highway leaving me and my 2 weeks granddaughter in very dangerous spot. The car broke down again for the 2nd time May 3, 2023 for same problem gas line. I talk to the sale person and he told me, he put me in another car or I can get out the contract. I call him today May 5 and now its a different story. He cant put me in different car and won't reimburse me. They going to try to fiX it, I don't want the car. I will be calling my lawyer and I'm going to call the Maryland Lemon Law

  Business Response

  Date: 05/15/2023

  From the manager of Antwerpen Hyundai of ***********: I am truly sorry for your experience with the new Hyundai ****** that you purchased on 11/18/2022. I want to do everything I can to assist you unfortunately, we have to follow by the manufacturer's guidelines. If needed we will definitely supply you with any documents needed to go through the Maryland Lemon Law Act. Again I am really sorry for the experience that you have had with your Hyundai.

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  March 2nd, 2023, my vehicle shut off while driving northbound on I695. I received a hybrid and engine warning light, so I had the vehicle immediately towed to this facility, which Ive been dealing with in the past. After being made to wait some time, I explained the issues. 1. vehicle shut down check engine & hybrid system warning light. 2. no oil showing on the dip stick and 3. My trunk unlocks without a key fob. I was then told it would take at least three weeks before they could touch my vehicle, I agreed and left my vehicle in their care.After not getting any updates, I called on the 21st & 24th no answer, left a message with my contact information. I finally got ahold of someone on the 27th The diagnosis was my battery was low and my vehicle has been ready for some time now. I asked how they came up with this diagnosis and was never given a clear answer. The service associate; your vehicle came in with a low-voltage light correct? No, it did not! I asked about the two-warning light and their diagnosis, and I was told they could not duplicate. I then asked how they came to the decision it was a battery. Their words When they hooked the reader up, it said low voltage. This was there explanation for warning lights also although he swore no codes were attached to the 2 warning lights. I authorized the "necessary battery change" and questioned the low oil issue. i was assured oil was put in. (Nothing whatsoever about oil documented on the service paperwork, nor the trunk latch. I dropped off my vehicle in hopes of getting it fixed and was met with nothing but disdain from the moment I walked in. I trusted your service department would return a safe reliable vehicle but what I got was dishonesty and belligerent conversation, incorrect documentation, and incorrect diagnosis. The Main issue is I dont trust the reliability of the vehicle you gave back to me. You were unable to answer any of my questions. Till this day, no call from your managers.

  Business Response

  Date: 05/03/2023

  The service director spoke with the customer and got some more information. The customer has not had any issues with their vehicle since they picked it up but also has not driven the vehicle. They have moved out of the state and is currently not driving the vehicle so they do not know if it is cutting off while driving. The customer confirmed that the trunk is no longer opening without a keyfob. Their complaint seems  to be  about the customer service they received, and did not feel welcome or that his concerns were addressed. The customer is also upset with the diagnostic of the the customer's aftermarket battery and does not understand the core charge for batteries. The customer feels that we should have returned the battery to them so they could collect the core charge. The service director did their best to explain how a battery core charge works but the customer they still does not understand why the don't get them money for a core charge.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19976614
  
  I am rejecting this response because:  

  My complaint is, about the customer service received but mainly about the misdiagnosis of my vehicle, the reason I wasnt driving it. I didnt feel it was safe to drive out of state. I recently let a family member drive the vehicle and after only 50 miles the exact same issues arose. The engine shut off, and the check engine light and hybrid warning light came on. But I was told the battery was the issue. Luckily my family member was close to home when this happened and was able to push it to a safe location. I am fully aware of a battery core charge because I also had a core charge for the after-market battery, I purchased 9 or so months ago.  

  Thank you for calling me to try and resolve this issue, but I can't trust any product your service center puts out. This is now the third occurrence of the same issue, the first time you "Could Not Duplicate", even though there was nothing to duplicate, and then the battery. 

  I still would like a refund because clearly the battery was not the issue behind the vehicle shutting off, and the two system warning lights. 

   

  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 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

  Date: 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.