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:04/29/2024

  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.

  *** had multiple repairs at this establishment that were less than satisfactory. I continue to have to bring my vehicle back and pay extra . They have not corrected the repairs as well they are not honoring warranties. I continue to have to pay out . I would like a refund.

  Business Response

  Date: 05/18/2024

  This customer has taken his car without pay his invoice, we had to track down his mother to pay the invoice or we were getting the police involved. His concern is that the items he feels are under warranty on fact are not through **************. We had submitted to ************** for help for this customer, but we were declined because the customers car is too far out of any warranty. We offered the customer a discount of $500.00 to help with the cost of the repairs. 

• Initial Complaint

  Date:03/05/2024

  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.

  I brought my car in here to be repaired under extended warranty to replace the engine and exhaust manifold which they did no problem. Then I was informed that my spark plugs and the gasket for the manifold werent covered under the warranty. I was given a ***** estimate for those parts and that was it. I gave the ok for those parts and then was informed from one person there that they replaced my resonator which would now cost me $2150 which I never authorized. Then I was told by the service manager there that they replaced my entire exhaust which is why it cost so much. Then today I was told from **** ******** that just my resonator was replaced. I never gave permission for my exhaust to be replaced and now Im being told my car will be sold in 30 days if I dont pay them.

  Business Response

  Date: 03/06/2024

   

  On January 17th, 2024, at 9 am, the customer had their vehicle towed to our GMC repair facility. We thoroughly discussed the concerns with the customer and their warranty company. Most of the repairs were authorized by the warranty company, which we promptly communicated to the customer. Our service adviser, *** ******, went over the items not covered by the warranty. The customer was informed that if they wished to proceed with those repairs, the estimate would be $1752.58 plus taxes.
  
  On February 26th, 2024, I witnessed *** ****** discussing the matter with Mr. ******** Mr. ******* approved the repairs, and *** initiated the approval process for our technicians to commence the repairs. Upon completion, *** contacted Mr. ******* to review the invoice. Unfortunately, Mr. ******* became very agitated, directing verbal abuse towards ***, and accused him of dishonesty. Mr. ******* also left several similar messages for me, which I promptly forwarded to our Service Manager, ***** ******.
  
  ***** attempted to resolve the issue by offering Mr. ******* employee pricing on the repairs. However, Mr. ******* responded with further aggression and threats towards ***** and our staff. Consequently, ***** informed Mr. ******* that we would no longer offer future service or employee pricing due to his unacceptable behavior.
  
  I personally contacted Mr. ******* on March 4th, 2024, in an attempt to address his concerns, but he persisted in calling me and our service department liars, leading to an unproductive conversation. Subsequently, I instructed *** ****** to offer Mr. ******* a larger discount if he retrieved his car on the same day, March 4th, 2024, in hopes of resolving the issue. However, Mr. ******* declined the offer and continued to insult *** during their conversation.
  
  On March 5th, 2024, another repair facility in ********** ********* contacted me on behalf of Mr. ******** asking for a larger discount. I explained the situation to the owner, ***, and reiterated our offer: if Mr. ******* picks up his car by the end of the day, we will extend the $300.00 discount, but the offer expires thereafter.
  
  As of our last conversation, we have not heard from Mr. ******** Nevertheless, we are willing to extend the discount offer if the invoice is settled by March 9th, 2024.

   

  **** ********

  Fix Operations Director

   

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21388372
  
  I am rejecting this response because: 
  First off I wanna start by saying nobody was ever threatened in anyway by myself. Im not that type of person. The only threat that was made was directed at me saying that they were gonna sell me car in 30 days if I didnt pay over $2100 for repairs, repairs that I never authorized.

  My deductible is $300 and the absolute only quote or parts I was informed of were 4 spark plugs and a gasket for the exhaust manifold that was replaced under warranty without my knowledge. The estimate was ***** which I approved with ***.  
  
  The next conversation I had with *** he informed me I owed over $2100 at which point I rejected the bill and started contacting the proper people to get this resolved. I wouldve never authorized a resonator replacement nor a full exhaust when I can do it myself for $500. 
  

  Bottom line I believe they replaced parts on my car on their own accord and expected I would just pay without question when I know the laws as I have several friends that own their own automotive shops.
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/11/2024

  The customer authorized the repairs for the exhaust, witnessed by two different dealership employees. We offered the customer a discount to pick the truck up, we will offer this discount as long as the truck is picked up this week. After Friday 3/15/24 the offer ill expire and the invoice will be at full price. The customer is no longer welcome back to the dealership after this transaction due to the way he has talked to myself and other employees here. We are standing by that the repair was authorized by the customer, heard by myself( **** ********)  and the service advisor that the customer was on the phone with, *** ******. 

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21388372
  
  I am rejecting this response because:

  I was never given an estimate for a new or partial exhaust which still isnt clear what they did. At first all 3 service guys said they were in the office and heard me authorize the new exhaust but now its only two of them. Theres so many inconsistencies in their statements its hilarious. They lied about why they had to replace my exhaust manifold. Said it was cracked but talked to the insurance *** and found out they said they couldnt get a bolt out. Over 14k from the extended warranty *** and now they want to bilk me outta $1700 for a new or partial exhaust which I never authorized. Its ok because ** corporate is already on it and it will be handled 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/11/2023

  Type:Product 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.

  Date of the transaction was May 27, 2023 Ideal Hyundai and Buick Car Dealer Date of vehicle shutting off and done was November 27, 2023 Vehicle was paid in cash for almost $12,000 including taxes and fees but was priced at $9,000. Towed to dealer and they wanted nothing to do with it. Dealer did not assist in anyway other then offer us to buy back for only $3,000 No notification lights were turned on the vehicle at least to make us aware that there was something wrong with engine: when we tried to speak with dealer all they could mention was the high mileage but as someone who knows nothing about cars and has only spent 28 years of my life serving this country with the United States Army all I was looking for was a reliable car for my son to take to college with him and work on completing his bachelors degree. I decided to buy at dealer thinking and trusting that dealers will make sure cars are reliable and in great condition prior to selling to customer but I was wrong and it is not fair to me or anyone else out there. Please please help me. It took me 20 years to save up for my son’s car. I find it very dishonest that it seems as through notification lights were not working on purpose. This is not right! Regardless if they did not know the history of maintenance of this car, I am sure they took the time out to check the vehicle. I **** *** **** would appreciate the help in this matter. Thank you

  Business Response

  Date: 01/08/2024

   

  We acknowledge that the vehicle was brought to our service department, and we offered assistance to address the issues they were facing.   
  Regrettably, when Mrs. **** sought an update, she expressed dissatisfaction with our explanation that, at that particular moment, there was no available technician to perform a thorough inspection of the vehicle. 
  Subsequently, our used car manager spoke with Mr. ****, advising to leave the car with us while we sought the necessary assistance to formulate a resolution. However, we later learned that his spouse insisted on taking her vehicle and demanded her keys. This unexpected turn of events left us with limited time to conduct a thorough assessment of the vehicle and present a well-considered resolution. 
  After receiving this BBB complaint, we reached out to Mr. **** once again to offer our assistance in resolving the issues with his car. Regrettably, he declined our offer, stating that he will handle the matters on his own and did not require our assistance. 

• Initial Complaint

  Date:07/24/2023

  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.

  On 04/05/2021 Ideal Buick GMC replaced my transmission on my 2005 Pontiac Grand Prix. I paid extra for a 3 year/100,000 mile warranty, the car is a taxi cab and Ideal Buick was well aware of that, it's printed all over the car. In paid $4333.59. The trans lost gears and had to be replaced on 0/10/2022, Ideal did replace the trans but they took more than a month. In June 2023 the trans failed again, they have refused to replace the trans under the warranty saying they only give a 18 month warranty on commercial vehicles, yet I PAID extra for the 3 year warranty. I have been fighting them for over a month with no resolve. This is the 3rd time their transmission has dropped out and they refuse to fix it under the warranty I paid for. This car is the only cab I have and due to their action I can not work. I want them to fix it or refund my money so I can get it fix elsewhere.

  Bureau Response

  Date: 07/24/2023

  Grace ****
  ***** ******* **** ** *** ********** *** *****
  
  
  Dear Grace ****:
  
  Better Business Bureau (BBB) has received the complaint that you submitted on 7/23/2023 against Ideal Hyundai Buick GMC.  For your records, this complaint was assigned ID ******** in our system.
  
  Before BBB can proceed with the conciliation process, we need some clarification from you on the following issues.
  
  ***Please provide a copy of the 3-yea warranty purchased (this can be email to the email address located in the signature...be sure to provide case ID number in email).*** 

  Once clarification has been received, BBB will be able to continue processing of the complaint. Please be aware that should BBB not receive clarification within 5 calendar days the complaint must be closed accordingly, if you require additional time to provide a response please let me know and I can provide you an extension.
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Thank you for your prompt reply.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau Response

  Date: 08/01/2023

  Grace ****
  ***** ******* **** ** *** ********** *** *****
  
  
  Dear Grace ****:
  
  This message is in regard to your complaint submitted on 7/23/2023 against Ideal Hyundai Buick GMC.  Your complaint was assigned ID *********
  
  BBB regrets to inform you that, after a thorough review of your correspondence, we are unable to process your complaint. Please refer to the information below to determine the reasoning for the complaint closure.
  
                         Consumer failed to provide necessary clarification.

  
  Should you need to provide additional information to BBB, please do so in writing, making sure to include your above referenced complaint number. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau Response

  Date: 08/01/2023

  Grace ****
  ***** ******* **** ** *** ********** *** *****  
  
  Dear Grace ****:
  
  This message is in regard to your complaint submitted on 7/23/2023 against Ideal Hyundai Buick GMC.  Your complaint was assigned ID *********
  
  BBB regrets to inform you that, after a thorough review of your correspondence, we are unable to process your complaint. Please refer to the information below to determine the reasoning for the complaint closure.
  
                         Consumer failed to provide necessary clarification.

  
  Should you need to provide additional information to BBB, please do so in writing, making sure to include your above referenced complaint number. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau Response

  Date: 08/02/2023

  Walter ********
  Ideal Hyundai Buick GMC 
  **** ****** **** ********* ** *****
  
  
  Dear Walter ********: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 7/23/2023 and was assigned an ID of *********   
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Grace ****

  ***** ******* **** ** *** ********** ** *****

  Daytime Phone: ###-###-####
  E-mail: ****************************
  

   

  The details of this matter are as follows:

   

   

   

  Customer’s Statement of the Problem:
  
  On 04/05/2021 Ideal Buick GMC replaced my transmission on my 2005 Pontiac Grand Prix. I paid extra for a 3 year/100,000 mile warranty, the car is a taxi cab and Ideal Buick was well aware of that, it's printed all over the car. In paid $4333.59. The trans lost gears and had to be replaced on 0/10/2022, Ideal did replace the trans but they took more than a month. In June 2023 the trans failed again, they have refused to replace the trans under the warranty saying they only give a 18 month warranty on commercial vehicles, yet I PAID extra for the 3 year warranty. I have been fighting them for over a month with no resolve. This is the 3rd time their transmission has dropped out and they refuse to fix it under the warranty I paid for. This car is the only cab I have and due to their action I can not work. I want them to fix it or refund my money so I can get it fix elsewhere.
  
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Fix it under warranty I purchase or refund
   

  Bureau Response

  Date: 08/02/2023

  Grace ****
  ***** ******* **** ** *** ********** *** *****  
  
  Dear Grace ****:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/23/2023 against Ideal Hyundai Buick GMC.  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau Response

  Date: 08/09/2023

  Walter ********
  Ideal Hyundai Buick GMC 

  **** ****** **** ********** ** *****
  
  
  Dear Walter ********:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 7/23/2023 and was assigned an ID of *********  

   

  BBB forwarded you a complaint filed by Grace ****. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Grace ****
  ***** ******* **** ** ********** ** *****
  Daytime Phone: ###-###-####
  E-mail* ****************************
  
  
  The details of this matter are as follows:

  
  
  Customer’s Statement of the Problem:
  On 04/05/2021 Ideal Buick GMC replaced my transmission on my 2005 Pontiac Grand Prix. I paid extra for a 3 year/100,000 mile warranty, the car is a taxi cab and Ideal Buick was well aware of that, it's printed all over the car. In paid $4333.59. The trans lost gears and had to be replaced on 0/10/2022, Ideal did replace the trans but they took more than a month. In June 2023 the trans failed again, they have refused to replace the trans under the warranty saying they only give a 18 month warranty on commercial vehicles, yet I PAID extra for the 3 year warranty. I have been fighting them for over a month with no resolve. This is the 3rd time their transmission has dropped out and they refuse to fix it under the warranty I paid for. This car is the only cab I have and due to their action I can not work. I want them to fix it or refund my money so I can get it fix elsewhere.

   

  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Fix it under warranty I purchase or refund
   

  
  Additional Comments from Consumer:
  

  Bureau Response

  Date: 08/21/2023

  Walter ********
  Ideal Hyundai Buick GMC 

  **** ****** **** ********** ** *****
  
  
  Dear Walter ********:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 7/23/2023 and was assigned an ID of *********  

   

  BBB forwarded you a complaint filed by Grace ****. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 5 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code* **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Grace ****
  ***** ******* **** ** ********** ** *****
  Daytime Phone: ###-###-####
  E-mail* ****************************
  
  
  The details of this matter are as follows:

  
  
  Customer’s Statement of the Problem:
  On 04/05/2021 Ideal Buick GMC replaced my transmission on my 2005 Pontiac Grand Prix. I paid extra for a 3 year/100,000 mile warranty, the car is a taxi cab and Ideal Buick was well aware of that, it's printed all over the car. In paid $4333.59. The trans lost gears and had to be replaced on 0/10/2022, Ideal did replace the trans but they took more than a month. In June 2023 the trans failed again, they have refused to replace the trans under the warranty saying they only give a 18 month warranty on commercial vehicles, yet I PAID extra for the 3 year warranty. I have been fighting them for over a month with no resolve. This is the 3rd time their transmission has dropped out and they refuse to fix it under the warranty I paid for. This car is the only cab I have and due to their action I can not work. I want them to fix it or refund my money so I can get it fix elsewhere.

   

  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Fix it under warranty I purchase or refund
   

  
  Additional Comments from Consumer:
  

  Bureau Response

  Date: 08/26/2023

  Walter ********
  Ideal Hyundai Buick GMC
  **** ****** **** ********* ** *****
  
  RE: Final Notice of Complaint
  
  Dear Walter ********:

   

  This message is in regard to a complaint submitted to the BBB about your business on 7/23/2023 by Grace ****.  This complaint was assigned ID *********
  
  

  Why am I receiving a "final notice" letter?

  Previously our office provided your company with a complaint from the consumer listed above. Our records indicate that we have not yet received a written response from you to address this matter. Please note, this will be our final attempt to contact you about this matter.

   

  How do I take care of this?

   

  Your BBB is requesting a written response to this complaint by (7) seven calendar days, Your prompt and professional response greatly enhances the chance for a successful resolution. We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 

    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?

  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Copies of any supporting documents can be uploaded to the caselink or forwarded via email, fax, or postal mail. BBB also offers mediation and binding arbitration services to help resolve particularly difficult or

  complex situations. These services may be an effective means of resolving the matter without going to court. If you are interested in utilizing these services, please confirm this interest in your written response and your caseworker will follow up with additional information.

  
  

  What information will be posted to the website?

  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your

  experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

  
  

  What will happen if I do not submit a written response?

  Your BBB develops and maintains Business Profiles on companies in our service area. This information is available to the public and is frequently used by potential customers. Your cooperation in responding to this complaint becomes part of your BBB Business Profile. Failure to give attention to this matter may be reflected in the report we provide to consumers about your company and may have a negative effect on your BBB Rating.

  
  

  What if I've already resolved the matter directly with the customer?

  Great! Please just provide us a description of what you did to resolve the matter in writing so that we may update the case and close it out accordingly.

   

  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

   

  
  
  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Grace ****
  ***** ******* **** ** ********** ** *****
  Daytime Phone: ###-###-####
  E-mail: ****************************
  
  
  The details of this matter are as follows:
  
  
  Customer’s Statement of the Problem:
  On 04/05/2021 Ideal Buick GMC replaced my transmission on my 2005 Pontiac Grand Prix. I paid extra for a 3 year/100,000 mile warranty, the car is a taxi cab and Ideal Buick was well aware of that, it's printed all over the car. In paid $4333.59. The trans lost gears and had to be replaced on 0/10/2022, Ideal did replace the trans but they took more than a month. In June 2023 the trans failed again, they have refused to replace the trans under the warranty saying they only give a 18 month warranty on commercial vehicles, yet I PAID extra for the 3 year warranty. I have been fighting them for over a month with no resolve. This is the 3rd time their transmission has dropped out and they refuse to fix it under the warranty I paid for. This car is the only cab I have and due to their action I can not work. I want them to fix it or refund my money so I can get it fix elsewhere.
   
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Fix it under warranty I purchase or refund
  
  Additional Comments from Consumer:
  

  Bureau Response

  Date: 09/03/2023

  Walter ********
  Ideal Hyundai Buick GMC 

  **** ****** **** ********* ** *****
  
  Dear Walter ********:
  
  This message is in regards to a complaint submitted to BBB about your business on 7/23/2023 by Grace ****.  This complaint was assigned ID *********
  
  BBB is informing you that this complaint has been closed as UNANSWERED.  Multiple communications have been sent to you about this matter; however to date, we have not received a response.
  
  You should be aware that your lack of response is now reflected in BBB's rating of your company. You can view your revised BBB Business Profile on our website at ****************
  
  BBB helps resolve disputes between businesses and its customers. We welcome the opportunity to amend your BBB Business Profile upon receipt of your company's written response and resolution of the dispute.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau Response

  Date: 09/03/2023

  Grace ****
  ***** ******* **** ** *** ********** *** *****
  
  
  Dear Grace ****:
  
  This message is in regard to your complaint submitted on 7/23/2023 against Ideal Hyundai Buick GMC.  Your complaint was assigned ID *********
  
  Your Better Business Bureau (BBB) has made several attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we cannot force a business to respond.   
  
  If the company has contacted you directly and resolved this complaint, please let us know.  Should we receive a resolution in the future, we will let you know.
  
  BBB develops and maintains BBB Business Profiles on companies across the United States and Canada. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the business's failure to promptly give attention to the matter will be reflected in the Business Profile.
  
  BBB regrets that we were unable to assist you further and wishes you the **** in your future efforts in resolving this matter.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Business Response

  Date: 09/06/2023

  The customer didn't but a warranty from us, we replaced her transmission under warranty, after that we asked her not to return to our dealership because how she treated our staff. She went to another dealership because she has transmission issues, that dealership said her warranty was expired. 

  Business Response

  Date: 09/06/2023

  i wanted to add a copy of the repair order from 4/21, it shows everything the customer paid for, and what she didn't. we don't offer a 100,000 mile warranty.

  Business Response

  Date: 09/06/2023

  The customer didn't but a warranty from us, we replaced her transmission under warranty, after that we asked her not to return to our dealership because how she treated our staff. She went to another dealership because she has transmission issues, that dealership said her warranty was expired. 

  Bureau Response

  Date: 09/06/2023

  Grace ****
  ***** ******* **** ** *** ************ *****  
  
  Dear Grace ****:
  
  This message is in regard to your complaint submitted on 7/23/2023 against Ideal Hyundai Buick GMC.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from Ideal Hyundai Buick GMC. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  The customer didn't but a warranty from us, we replaced her transmission under warranty, after that we asked her not to return to our dealership because how she treated our staff. She went to another dealership because she has transmission issues, that dealership said her warranty was expired. 

  Customer Answer

  Date: 09/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Grace ****

  Customer Answer

  Date: 09/10/2023

  Ideal GMC has a responsibility to uphold the warranty in accordance to the Fair Trade Commission in reference to auto repair requirements set by the Attorney General.

  They have not.  They have not only refused to repair my transmission under warranty but sent me a bill for work not preformed in July 2023. They should be ordered to refund the money so my WORK car that has been permitted by Taxi Cab Commission, State of Maryland can be put back into service.  My car has been down for more than 3 months and I am losing business due to Ideal GMC's action.

  Bureau Response

  Date: 09/11/2023

  Walter ********
  Ideal Hyundai Buick GMC 

  **** ****** **** ********* ** *****
  
  
  Dear Walter ********:
  
  This message is in regard to a complaint submitted to the BBB about your business on 7/23/2023 by Grace ****.  This complaint was assigned ID *********
  
  Why am I receiving another letter regarding this complaint?
  We recently received additional correspondence from the consumer in the above-referenced case.  The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.

   

  ****BBB Note:  If the rebuttal response has not changed from the initial response, we would need to have that information in writing. ****
  
  How do I see the new information?
  If received via email, the fastest and easiest way to view and respond to the complaint is to use the link on the left.
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response to the consumer's rebuttal?
  Please respond to the additional information that has been provided by the consumer.  If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence.  Please understand that the complaint content and your response will be publicly posted on the BBB website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  In the interest of time and good customer relations, please respond within 5 calendar days.
  
  How many more times will I have to respond to this complaint?
  We appreciate the response you have already provided, and our goal is to minimize back-and-forth communication.  The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification.  By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward. 
  
  Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.
  
  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  MESSAGE FROM CONSUMER:
  
  

  Ideal GMC has a responsibility to uphold the warranty in accordance to the Fair Trade Commission in reference to auto repair requirements set by the Attorney General.

  They have not.  They have not only refused to repair my transmission under warranty but sent me a bill for work not preformed in July 2023. They should be ordered to refund the money so my WORK car that has been permitted by Taxi Cab Commission, State of Maryland can be put back into service.  My car has been down for more than 3 months and I am losing business due to Ideal GMC's action.

  Customer Answer

  Date: 09/12/2023

  The warranty that ideal Buick sold me was an extended warranty through idea Buick they clearly told me in June 23rd to take it to the other dealership and that they would repair it under the warranty now they're trying to get out of it because it's going to cost him out of pocket the warranty that I got was a 3-year warranty so to me by Justin ****** their manager at the time the car was clearly marked a commercial vehicle the first time they worked on it they are to represent their warranty of in accordance to GM corporate office they've refused to service my car because the second time they had it in there they lied to me multiple times of when my car would be repaired costing me an extended amount of money now they've cost me more money and they don't care they sold me a 3-year 100,000 Mi warranty I expect them to abide by it under the guidelines of the Fair Trade Commission Justin ****** told me the warranty as a manager representative of idea Buick and accordance to Ideal Buick I had a warranty into they told me that themselves when they told me to bring in my car and then told me to leave that they would not work on my car that I had to take it to another dealership that would uphold the warranty then in July they sent me a bill for $600 for work that they did not perform on my car in which I sent you a copy and now automatically there was no warranty even though it shows it on the January of 2022 receipt

  Bureau Response

  Date: 09/18/2023

  Walter ********
  Ideal Hyundai Buick GMC 

  **** ****** **** ********* ** *****
  
  
  Dear Walter ********:
  
  This message is in regard to a complaint submitted to the BBB about your business on 7/23/2023 by Grace ****.  This complaint was assigned ID *********
  
  Why am I receiving another letter regarding this complaint?

  This is a reminder that you have not responded to the consumer's additional correspondence in the above-referenced case.  The information has been reviewed by your consultant, and we believe this information warrants some additional remarks from your company.

   

  ****BBB Note:  If the rebuttal response has not changed from the initial response, we would need to have that information in writing. ****
  
  How do I see the new information?
  If received via email, the fastest and easiest way to view and respond to the complaint is to use the link on the left.
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code* **************

  What should I include in my response to the consumer's rebuttal?
  Please respond to the additional information that has been provided by the consumer.  If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence.  Please understand that the complaint content and your response will be publicly posted on the BBB website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  In the interest of time and good customer relations, please respond within 5 calendar days.
  
  How many more times will I have to respond to this complaint?
  We appreciate the response you have already provided, and our goal is to minimize back-and-forth communication.  The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification.  By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward. 
  
  Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.
  
  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  MESSAGE FROM CONSUMER:
  
  The warranty that ideal Buick sold me was an extended warranty through idea Buick they clearly told me in June 23rd to take it to the other dealership and that they would repair it under the warranty now they're trying to get out of it because it's going to cost him out of pocket the warranty that I got was a 3-year warranty so to me by Justin ****** their manager at the time the car was clearly marked a commercial vehicle the first time they worked on it they are to represent their warranty of in accordance to GM corporate office they've refused to service my car because the second time they had it in there they lied to me multiple times of when my car would be repaired costing me an extended amount of money now they've cost me more money and they don't care they sold me a 3-year 100,000 Mi warranty I expect them to abide by it under the guidelines of the Fair Trade Commission Justin ****** told me the warranty as a manager representative of idea Buick and accordance to Ideal Buick I had a warranty into they told me that themselves when they told me to bring in my car and then told me to leave that they would not work on my car that I had to take it to another dealership that would uphold the warranty then in July they sent me a bill for $600 for work that they did not perform on my car in which I sent you a copy and now automatically there was no warranty even though it shows it on the January of 2022 receipt

  Business Response

  Date: 09/18/2023

  We did not sell the customer a warranty. The customer is no longer welcome at our dealership, any warranty that the replaced part carries would be valid at any GMC dealership. 

  Bureau Response

  Date: 09/19/2023

  Grace ****
  ***** ******* **** ** *** ************ *****
  
  
  Dear Grace ****:
  
  This message is in regard to your complaint submitted on 7/23/2023 against Ideal Hyundai Buick GMC.  Your complaint was assigned ID ********. 

   

  BBB has received a more information from Ideal Hyundai Buick GMC. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  Sincerely, 

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  We did not sell the customer a warranty. The customer is no longer welcome at our dealership, any warranty that the replaced part carries would be valid at any GMC dealership. 

  Customer Answer

  Date: 09/19/2023

  I rejected the response that Ideal Buick sent. I was sold a 3 year/100000 mile warranty. On the January receipt clearly stats warranty but in their response they claim NO warranty. I was told by them that it was a 3year warranty GM was told and so was Sheehy GM.  Anyone in the auto repair can tell you that a transmission does not fail every year unless improperly installed. Their work and parts were faulty at ****.  Using the fact that it is a commercial vehicle is scam since the car was clearly marked as a cab in 2020 and was the same when they first started working on it in March of 2021, Vinny's Towing in Frederick Maryland can verify that, they towed it to Ideal on March 20, 2021 before Ideal replaced the FIRST transmission.  Transmissions DO NOT fail every year, they last more than 100,000 miles when properly installed. I want my car repaired as agreed by them in April 2021. 

  Bureau Response

  Date: 09/19/2023

  Grace ****
  ***** ******* **** ** *** ********** *** ***** 
  
  
  Dear Grace ****:
  
  This message is in regard to your complaint submitted on 7/23/2023 against Ideal Hyundai Buick GMC.  Your complaint was assigned ID ********.
  
  

  While BBB appreciates the effort put forth to reach a voluntary resolution on this case, the complaint remains at a standstill.

   

  Unresolved issues can result in a loss of customer goodwill. In an effort to maintain that goodwill and provide an alternative to court, the BBB offers formal mediation.

   

  The mediation process provides for an impartial third-party mediator to facilitate a discussion between both parties so they may reach a mutually agreed upon resolution.

   

  In order to proceed, both parties will need to agree to formal mediation. I am available to answer any questions you may have.

   

  The fee for mediation is $125.00, payable via credit card.

  
  

  If you would like to Accept the offer to mediate, please inform me within (5) five calendar days, failure to respond will constitute a rejection of this offer. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Customer Answer

  Date: 09/19/2023

  In addition Ideal Buick has billed me for serve I did not receive from them on July 2023, my car is not drivable. I was not there. And sending me multiple emails on selling me a car. The emails say I contacted them about a car. I DID NOT. This has been going on for 2 months. If they had been honest about my car back in March 2021 than I would have bought a new one now they don't want to up hold their warranty and think I will buy a car from them plus billing me for serves I did not receive because I wasn't there. This is call harassment and illegal indebtedness on their part. 

  Customer Answer

  Date: 09/19/2023

  [A default letter is provided here which indicates your acceptance of Mediation. 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 Mediation is necessary.

  Regards,

  Grace ****

  Bureau Response

  Date: 09/21/2023

  Walter ********
  Ideal Hyundai Buick GMC 

  **** ****** **** ********* ** *****
  
  
  Dear Walter ********: 
  
  This message is in regard to a complaint submitted to BBB about your business on 7/23/2023 by Grace ****.  This complaint was assigned ID *********
  
  

  While BBB appreciates the effort put forth to reach a voluntary resolution on this case, the complaint remains at a standstill.

   

  Unresolved issues can result in a loss of customer goodwill. In an effort to maintain that goodwill and provide an alternative to court, BBB offers formal mediation.

   

  The mediation process provides for an impartial third party mediator to facilitate a discussion between both parties so they may reach a mutually agreed upon resolution.

   

  The fee for mediation is $125.00, payable via credit card.

   

  In order to proceed both parties will need to agree to formal mediation within (5) five calendar days.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  
  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau Response

  Date: 10/03/2023

  Walter ********
  Ideal Hyundai Buick GMC
  **** ****** **** ********* ** ***** 
  
  
  Re: ID * ******** - Grace ****
  
  Dear Walter ********:
  
  Thank you for your cooperation in responding to the above consumer's complaint.
  
  We forwarded your response to Grace ****. The consumer notified our office that they are not satisfied. BBB has determined your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: “Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction.”
  
  The text of your response may be publicly posted on BBB’s website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.
  
  We appreciate your cooperation in addressing this matter and hope we can be of service to you in the future.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau Response

  Date: 10/03/2023

  Grace ****
  ***** ******* **** ** *** ********* ** ***** 
  
  
  Dear Grace ****,
  
  This message is regarding Complaint ID * ********- Ideal Hyundai Buick GMC
  
  Your complaint is closed for one of the following reasons:
  
  We understand you are NOT satisfied with the business's response, and have noted your dissatisfaction in our files.  While we were unable to reach your desired resolution, the business has provided your Better Business Bureau (BBB) with its position.  This matter is now closed in BBB files, and will appear in the company's BBB Business Profile as: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."
  
   

  Please note that you may also file this complaint with the following state regulatory:

  Maryland Attorney General Office for Consumer Protection

  *** *** **** ***** ********* *** *****

  Main number: ###-###-#### / En español ###-###-#### / toll-free: ###-###-#### 

  Consumer Protection: ************************

  
  If this is the case, please reply to this email and for the complaint to be reopened so you can submit a response to the business. After your request is processed, you will receive an email asking for your response with a link to the complaint.
  
  Please note, the text of your response may be publicly posted on BBB's website.  BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.
  
  We appreciate the opportunity to be of service, and sincerely hope you will contact us for future pre-purchase information. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-#### MESSAGE FROM BUSINESS:
  
  We did not sell the customer a warranty. The customer is no longer welcome at our dealership, any warranty that the replaced part carries would be valid at any GMC dealership. 

• Initial Complaint

  Date:04/10/2023

  Type:Product 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.

  This complaint is with: Ideal Huyndai Buick GMC ************************************ On 04/07/2023.I put in a request to cancel *********************** Contract with Roadside Assistance" for $3781 on 01/09/2023. This was verified in email with ******* ********, Accounts Clerk and ******** ********, Finance Manager. ******** had promised that the Triton contract can be cnacelled at anytime and the refund will take 6-8 weeks to process. As of 04/07/2023 I have not received those refunds. It has been more than 11 weeks. I have tried to resolve the issue by calling and leaving phone messages to ******* ******** and ******** ********. Both of them never pick up their phone and rarely reply to emails. I had to go in-person to meet ******** ********. Additionally, I emailed ************************ They (******** C, Processing Specialist II) said Ideal Hyundai processed the request only on 03/14/2023, 9 weeks after putting in my request. As of today 04/07/2023, I neither have received the refund nor a proper response from *******/******** the reason for delay from Ideal Hyundai. Due to their frivolous behavior, I'm unable to refinance my vehicle and need to pay the extra interest on my current loan. PS: I just noticed Ideal Hyundai has behaved in a very similar way with another customer.

  Business Response

  Date: 04/25/2023

  To whom it may concern,

  I am happy to informed you that this has been taken care of and we have communicated with the customer.  

  Thank you,

  ****** ********

  Customer Answer

  Date: 04/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********** ******** ******

• Initial Complaint

  Date:03/27/2023

  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.

  I dropped off my white 2016 Hyundai Sonata at the dealership for repairs. I picked up the vehicle Thursday March 16th and there was small grey paint specks and a coffee mug section of paint missing from my trunk that was not there when I dropped it off. I called the service rep I worked with Jessica and she said there was nothing they could do. I called and left messages for the Service Manager Mike on March 17th and March 24th and did not have a call returned. I would like the trunk repainted. I planned on using this dealership for future maintenance and service but cannot return if this is how customers are treated. Since I am possibly looking at a large repair soon I expected them to want to keep my business.

  Business Response

  Date: 03/27/2023

  we are contacting the customer now to resolve the issue. 

• Initial Complaint

  Date:03/21/2023

  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.

  Took our car in for service to get a seat belt replaced due to it not latching properly. Upon picking it up, we immediately noticed damaged spots on the steering wheel and went back in immediately before even driving off the parking lot. The service representative said she understood and would see if she could get it warrantied but the service manager overheard and said it was "normal wear a tear". We pursued it for the following week and were told they would not help us. We reached out to Hyundai Corporate and they said they couldn't get involved and we'd have to go through our states Attorney General. We did that, and the Attorney General has reached out twice in the past few months and Ideal Hyundai has not acknowledged them. We simply want the steering wheel replaced as we did not damage it.

  Business Response

  Date: 03/28/2023

  WE HAVE TALKED TO THE CUSTOMER AND WE ARE REPLACING THE STEERING WHEEL ON 3.29.23 AT NO COST TO THE CUSTOMER.

• Initial Complaint

  Date:03/02/2023

  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.

  On January 12, 2023 I brought in our vehicle for a recall on the airbag. When doing the recall the technician put several tears/scratches into our dash board. I wrote the service technician, no response. I emailed the service manager, no response. I called the dealership and left a message for the dealer manager, Walter, no response. I called the dealership and described the problem and the lack of response and was told that it would be looked into and someone would call me back. No response.

  Business Response

  Date: 03/21/2023

  We are waiting to hear back form the customer, they are hearing impaired and they asked us to text them. WE have text them to resolve the issue, but we haven't heard back.  I have attached a copy of the text message. 

  Customer Answer

  Date: 03/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I was contacted and requested to send the pictures of the damage by Ideal and have not heard anything from them after i sent the pictures.
  
  Sincerely,
  
  ** ********

  Business Response

  Date: 03/22/2023

  As of 3/22/23 at 9:57am I have no response from my text message that was sent to the customer and I do not have an email form the customer. We are will to help, but we need pictures or the customer can stop by to see what can be done to help.  

  Customer Answer

  Date: 03/22/2023

  
  Complaint: ********
  
  I am rejecting this response because: Please confirm what number you want the pictures sent to?
  
  Sincerely,
  
  ** ********

  Business Response

  Date: 03/24/2023

  we have the pics from the customer, we have also made an agreement to give the customer a $200.00 credit for the damage. we are emailing the store credit to the customer today.  

  Customer Answer

  Date: 03/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I have not received the $200 gift card form Ideal Dealership.
  
  Sincerely,
  
  ** ********

• Initial Complaint

  Date:12/15/2022

  Type:Product 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.

  This complaint is with: Ideal Huyndai Buick GMC 5871 Urbana Pike Frederick, MD 21704 On 10/02/2022 I cancelled Contracts #************** for Triton "Vehicle Service Contract with Roadside Assistance" for $4,888 and #*************** for "Tire and Wheel Service Contract for $2,200. This was verified by email with Jessica ********, Accounts Clerk, on Friday, October 14, 2022. In that email I was advised that the refund would come in 4 to 6 weeks. (See Attachments) As of 12/15/2022 I have not received those refunds. I have tried to resolve the issue by calling and leaving phone messages to Jessica ********, Account Clerk, on 12/09/2022 and 12/12/2022. I had no response. I also tried to resolve the issue by email to JB, as well as, Luis Salcedo, Sales Manager; Soleiman Muskitta, Finance Manager; and Ralph Johnston, Sales and Leasing Professional on 12/7/2022, 12/10/2022, & 12/13/2022. Additionally, I emailed GSA Administrators, INC. re:refund. They (Cheyenne ******, Processing Specialist II) advised that the cancellation had been processed and I was to "please reach out to your (my) selling dealer for your refund." Which I subsequently did on 12/13/2022, with no response. As no one has responded to me from Ideal regarding my refund, I am requesting assistance from the Better Business Bureau for resolution for the refund due me of $7,088.

  Business Response

  Date: 02/02/2023

  Customer has already received the cancellation funds she requested.  Check was written on 12/13/2022 and she deposited it to her account with Bank of America.  Thank you.

  Customer Answer

  Date: 02/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18935692, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********