ComplaintsforFitzgerald's Lakeforest Hyundai

• Initial Complaint

  08/28/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I have Buyers protection that I pay every month! I wasnt issued a rental! I am paying a payment on a 2018 Elantra that engine has given out ! While still under warranty! My car has been there for over 3 months now ! With no resolve ! They blamed it on ********** while there is a recall! And ********** is blaming the Dealership and shown proof on The internet that the dealership is having a recall on this engine ! Im at a lost ! Need your help! Please

  Business response

  09/21/2022

  September 21, 2022

  Dear, Dispute Resolution Team,
  
                        I spoke with *** ****** about his case and explained the circumstances of the car’s present condition. The vehicle was brought to us with a knocking noise from the engine and ran poorly. We inspected the vehicle and found no oil present on the dipstick. The computer had fault codes stored for camshaft correlation concerns related to the lack of oil. We lifted the vehicle up for inspection and found oil leaking from an aftermarket oil filter from ***** ****. The oil filter was tight but leaking. We replaced the filter with a factory filter and filled the engine with oil. The oil leak was fixed but the engine still ran poorly and was making noise, most likely from the lack of oil.

                        We sent the customers pictures of the oil leak and gave the oil filter to the District Manager for ***** ****. We also sent the same information to Hyundai Motor Company for warranty consideration. Hyundai denied warranty coverage as a not-for-warranty issue. We also checked the vehicle for any extension of warranty or engine-related concerns for this year’s make and model of the vehicle and there is nothing open for this vehicle presently. The customer agreed that his issue is not with Hyundai but with ***** **** and said he would go back to them for coverage of the concern.
  
  Regards,
  
  Brett D****
  Service Director
  Fitzgerald Hyundai of Gaithersburg

  Customer response

  09/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I did speak with the gentleman form the Dealership . It was the first time she stated they had proof it was ***** ****s fault. I'm still waiting on the email with that proof to send to **********. We are going on 5 months ! No car no resolution! I pay every month for a car I can not drive! Also pay buyers protection for a rental I never was offered.  
  
  Regards
  
  ***************************
  

• Initial Complaint

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 28th, 2021, I purchased a new car from the dealership. Paid all fees requested, filled out all requested documents. I was given a temporary tag, called my insurance and registered the car with them. Earlier this week I received a 2nd notice from the MVA that there is a problem with the dealerships' paperwork. I have called the dealership on both occasions to be assured they would take care of the problem. In this last notice from MVA is was suggested that's if I do not fix the problem, my ability to drive the car will be suspended. My complaint is that though my salesperson has reached out to management on numerous occasions on my behalf, management has made no attempt to clear up the issue. I am asking for your help in a resolution please

  Business response

  02/05/2022

  February 4, 2022

  Dear *** ****: 
  

  On behalf of E*TRADE Securities LLC (E*TRADE), this letter is in response to your  correspondence to the Better Business Bureau (BBB) that was received by E*TRADE on December 27, 2021. 
  

  A more detailed response to your concerns was mailed to your address of record by the Compliance Department on February 4, 2022. 
  

  E*TRADE appreciates the opportunity to address your concerns; if you still require  assistance, you are encouraged to contact Customer Service at ###-###-####. 
  

  Sincerely, 
  Compliance Department 
  E*TRADE Securities LLC
  

• Initial Complaint

  12/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Based on a recall notification, I scheduled a service appointment with Fitzgerald Hyundai in Gaithersburg. I also scheduled maintenance to be done while having the recall issue resolved. I used the Fitzgerald online scheduling tool, selecting the recall and 30,000 mile maintenance (30,000 mile Factory Severe Conditions). Fitzgerald provides a price of $209.00 for the 30,000 mile services on its scheduling tool. That is included in the attached document. After scheduling the service, I received an appointment confirmation, listing the services requested. That confirmation again indicates the $209.00 service. Upon arrival at Fitzgerald Gaithersburg, the Service Department representative verbally confirmed that I want to have the recall issue resolved and get the 30,000 mile service. I confirmed yes to both. He then provided two identical forms for me to sign that listed out the services being provided. There was no price quoted on this document - it was later hand written on the paperwork. Following service, I received a vehicle report by email with a charge of $510 quoted on the final. I questioned the amount when I arrived to pay for the services and was told by the representative that I was shown the price when I initially signed the paperwork that morning. I was not. The paperwork did not include a price, nor was there any verbal confirmation of price. I was asked to confirm I was getting the 30,000 mile service, responded yes, and believed I would be charged the fee listed on the scheduling tool. I would not have agreed to pay $510.81. The final bill is actually higher, at $610.24. When questioned, the service rep indicated the fault was mine for not seeing it on the paperwork I signed. No other resolution was offered. I believe this was an intentional bait and switch, resulting in nearly triple the charge. This is an unethical practice that other consumers should be aware of at Fitzgerald. I wrote to the rep to resolve and received no response.

  Business response

  01/13/2022

  January 11, 2022

   

  Dear Dispute Resolution Team,
  
  In response to the customer’s complaint about services performed on 12/27/2021, we would like to submit the following explanation of the events during *** *****’s service visit.
  
  *** ***** booked his appointment thru our dealer website, where he selected the 30,000-mile maintenance service with a price advertised at $209.00. During check-in of the service vehicle, the Service Advisor talked to the customer about the 30,000- mile maintenance and additional dealer-recommended services based on local driving conditions at the current mileage.
  
  The Service Advisor gave the customer an estimated amount to complete all services prescheduled and recommended by the dealer with $590.00. Before leaving his vehicle for assistance, the customer initialed the amount quoted and signed for the repairs in two separate locations. (see copies attached). We then performed our multi-point inspection during service and emailed the customer a copy of the estimate at 2:37 PM on 12/27/2021. The customer did not question or decline this estimate.
  
  The maintenance and repairs were completed, and the customer paid for and took their vehicle. The customer then sent a letter to the dealer consistent with the complaint forwarded to the BBB. After reviewing the documentation, I agreed that we mistakenly overcharged the customer per our estimate. I responded to the customer’s email offering a refund for the difference in the amount paid, $610.24, and the amount quoted and signed for $590.00; I wish the customer would have brought this to our attention when they picked up the vehicle. We would have processed the refund at that time.

  Sincerely,
  
  Brett D****
  Service Director

  Customer response

  01/13/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: ************** provides an accurate surface description of the transaction. This paragraph is in dispute and is the source of my anger - "************** booked his appointment thru our dealer website,where he selected the 30,000-mile maintenance service with a price advertised at $209.00. During check-in of the service vehicle, the Service Advisor talked to the customer about the 30,000- mile maintenance and additional dealer-recommended services based on local driving conditions at the current mileage."

  It is correct until the reference to the Service Advisor talking to me about additional dealer recommended services. This is untrue. I had no such conversation with the advisor or anyone else. The Service Advisor only confirmed the 30,000 mile package and recall repairs. He asked me zero questions about other services. I did sign the documents and when I did, there was no price listed. The Service Advisor, either knowingly or unintentionally, left the price off of the forms and later added it in hand written. This is clear from Fitzgerald's document that is is hand written. Conveniently, I can't confirm the timing of this being added to the document beyond my word. Because I was not asked about additional services nor did I agree to any additional services, I did not have any reason to question the forms. I was told they list the services and I signed. Clearly, this is a tactic and I fell for it. Now, Fitzgerald's is doubling down. I appreciate looking out for employees but I feel cheated by a shady practice and don't want other people to have the same with this Service Advisor. 

  None of this even addresses an erroneous charge of $100. I received the final report from Fitzgerald's indicating a charge of $510 and the Service Advisor charged $610. The Service Advisor had no answer for that and, by that time, I was ready to just get out of the facility. To Fizgerald's credit, I did receive a prompt response from ************** confirming he had reviewed my file. In that, he indicated he would be happy to refund the $100. That is a starting point, though we are still waiting on that to process.  

  I'll continue to pursue the full refund and take other actions in my power to inform the public about this experience. Too bad, because I had a really positive experience on the sales side of Fitzgerald's. 

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩