ComplaintsforBob Bell Automotive Group, Inc.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went to purchase a certified pre owned Hyundai Elantra 2023. The dealer had the car serviced before my arrival and took down images on their website of the vehicle. Halfway home I realized they had, I believe intentionally not mentioned a crack on the dashboard that was very noticeable. After telling them what happened they refused to help and stated they simply missed it. This is hard to believe as the car was serviced and they removed images from the website once our deal was struck. I've called the business several times and they refused to contact me back, only replying to a google review in which they stated they had been in contact with me to come to a resolution (they did not). Someone who owns this buisness has no probelm our right lying, and now I'm receiving suspicious mail from them

  Customer response

  01/31/2024

  Attached is my warranty 

  Business response

  02/07/2024

  We have been in contact with the consumer and arranged to address his concern.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a car purchase (financed). We discussed a extended 3yr warranty. We had all details worked out and I informed the finance department member I was interacting with I would like to purchase the 3 yr extended warranty, and I didn't want the payment connected to the monthly payment. I made the initial payment to start the warranty singed a contract and when the next month I had everything I needed to pay car note ans insurance but not the extended warranty. I called every month sometimes 3 times a month left messages with no response. I was finally able to talk to someone on the phone and explained what happened they took my information and I never got a reply and haven't had any luck getting anyone on the phone since. I emailed the company I had the extended warranty through to try and find out why they haven't taken any payments. They emailed me back and stated the policy was reversed/dropped by the dealership and they don't know why I would need to contact the dealership. I haven't been able to talk to anyone or get a response from the dealership. It was canceled 2 weeks after I made the purchase and I still haven't been notified by the dealership as to why it was canceled gland if I got a refund from initial payment. I made purchase on Oct 3rd, 2023 and the policy was canceled Oct 30, 2023. I am still trying to reach out to dealership but not getting any response or reply. Still notification of the cancelation of my extended warranty, no email,phone call, letter nothing at all.

  Business response

  01/15/2024

  Customer policy was activated 10/13/23 with Visa card attached for monthly payments. Customer cancelled policy. 

   

  Thank You, 

  Paula ****** 

  Customer response

  01/22/2024

  This matter has not been resolved as of yet. And I would like to know how to proceed further 

  Customer response

  01/22/2024

   
  Complaint: ********
  
  I am rejecting this response because:  

  I never canceled my plan. I called to find out how to pay and get on auto pay for the services and never heard from anyone at the dealership never got a notification this is the 1st time I was told that we canceled the contract. 

  I wouldn't have gotten it before leaving with the car if I didn't want or need the extended warranty. 

  I wanted the extended warranty and would like to rectify this as soon as possible 

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

  Customer response

  01/22/2024

  My 1st initial call were u actually spoke with Veronica was Nov 14th or the 16th when I asked about how to pay for the extended warranty payment information.  I had already received the car payment and insurance payment information I didn't have the extended warranty information and didn't know if it was automatic enrollment in auto pay. She was supposed to call back by the end of the day I never got to speak to her again even until now. I left msgs asking how to pay for the warranty as well and still got no response as of now. 

  It was truly a shock to see the dealership say that the customer canceled the policy if that was the case why would I be trying to figure out how to make sure it's paid for and on time if I didn't want the warranty. Why would I call leave msgs ask to speak to anyone who could help with this matter. I also noticed that they have the wrong name with my last 4 card number that made the deposit for the warranty.  The other person hasn't spoken to anyone from the dealership since the date of car purchase.  So we did not ask or initiate the cancelation of this extended warranty  

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 1, 2023, I purchased a 2016 Hyundai Sonata Hybrid with 68,860 miles on the vehicle from Bob Bell Chevrolet Baltimore. This dealership is located on 1 Kane Street, Baltimore MD 21224. Six days later, Dec 7, the engine light came on. Friday, Dec 8, ***** ****** my husband took the vehicle back to the dealership. The service team told us to bring it back on Saturday because they were booked. On Saturday morning Dec 9, my husband returned with the vehicle and service person Mr. Valentine told my husband they didn't have the right tools to service the vehicle and he needed to take to a Hyundai and then pushed the reset button to cause the engine to go off. Which lead me to believe then this car had a problem before selling the vehicle and reset the engine for it to be sold. I called on Monday, Dec 11, and spoke with Stacy from service team about the incident she told I could take to any Hyundai dealership and them to call Bob Bell they would take of it. On Tuesday Dec 12, I took the car to ******** Hyundai on ******* **** ***** location and Joy in the service department refused to service after hearing my story. She said take the car back to them came them take care the problem, they use cleaned the engine and under the hood to make it look good to sell. I called Bob Bell and told what happened they told me to take to their **** ****** ******* I refuse dropped car them and demand that they take to Glen Burnie to have it fixed. I received no loaner or rental car for my inconvenience.

  Customer response

  12/17/2023

  I no longer want the car and would like my $1000 deposit back.

  Business response

  12/19/2023

  In response to this vehicle we noticed a code stored in the vehicle for an evaporative code which is typically for a small vapor leak that usually is from an untightened gas cap where fuel vapor can leak out. Our Hyundai store looked at all the obvious and everything seemed to look ok and reset the code and it did not come back on. the vehicle has been driven 100 miles and the light has not come back on. We are now going to smoke test the vehicle as a precautionary measure to check for any other vapor leaks for the customer. once we determine it is in proper working condition we will return to customer.

  Customer response

  12/21/2023

  No I am not satisfied.  I believe the Bob Bell  knew there was an issue with engine prior to sell.  I have purchased three cars from this dealership Chevrolet traverse, Trax, and Malibu as well as my daughter purchased a chevy trax based on my recommendation.  No accommodations were made or offered for my inconvenience after purchasing this fourth car.  I do not want the Hyundai hybrid that was purchased but would be interested in 2024 Chevy Trax or a full refund and with my $1000 down paid that I can go elsewhere to purchase a car.

  Business response

  12/27/2023

  We did trade Mrs. ******* out of the Hyundai and into a New Tax. 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle had a full diagnostic evaluation completed and it was stated that the issue was the transmission; however we never received the diagnostic report. An appointment was made to replace the transmission on 11/24/23. However since it was the holidays ( thanksgiving) was advised that nothing would be completed until Monday 11/27/23. As of today 12/12/23, the vehicle has not been fixed. I was advised on yesterday 12/11/23 that the transmission just arrived but unsure how long it will take to fix the vehicle. At this point, my extra insurance has exhausted its agreement for a car rental. The vehicle has been at the Bob Bell Chevrolet for over 14 days and not been repaired.

  Business response

  12/13/2023

  The Vehicle arrived on 11/24/23 , We contacted the extended warranty company the same day and advised a new transmission was needed , after notifying the warranty company of this they directed the warranty claim to The customers extended warranty power train adjuster who then called us back on 11/26/23 requesting pictures of the vehicles underside , vin # and 4 corners , as well as a picture of the fluid condition , at this point the claim was approved by "Car shield" on 11/27/23 ,  at that point extended warranty company wanted to send a used unit , James, our service advisor offered the option to the customer of installing a remanufactured unit with a 36 month and 100 k warranty from GM , and pay the difference of $2423.00, the customer agreed and approved the difference of the money on 11/ 27/23 at 2:00 pm and James explained we had to order the Transmission  , the transmission was ordered 11/27/23 same day of approval . The transmission then arrived here Monday 12/11/23 , James spoke with the customer today approx 11:30 am and explained we will have it in later today or tomorrow at the latest . 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a 2017 Nissan Altima for Bob bell nissan on 12/02/2023 with 99,963 miles, kyosha was the sales man. I received 1 key from the manager and the 2nd key from kyosha. When i get home that night I try to lock the car with the key that the manager give to me and the car won't lock and the remote start didn't start the, I call kyosha and told him they give me a damaged key he told me that the manager in a meeting and he going to call me back. But he didn't so I call to talk to the manager to one of the key fab not working the way it should and he told me that he is not going to replace the key. And I told him I'm going to report him he told me do what I have to do. Manager told me his name is Dexter....

  Business response

  12/07/2023

  When Mr. ******* left the dealership he had two keys to the vehicle he purchased. The second key starts the cars as well as permits entry. In order for Fob to work chances are a battery is needed. We are sending Mr. ******* out a battery so he can replace it.

  Customer response

  12/18/2023

  
  Complaint: 20964457
  
  I am rejecting this response because:  No one from the company ever called me to follow up on my issue. I responded to an online response that they tried calling to no avail, but no one ever called with any information. This company is not up front with their customers at all. The car is also squeaking when I put it in reverse, but no one has yet to call me back with that either. Bob Bell Nissan never mailed any battery to my address or called any of the numbers I have on file. This issue was never resolved and therefore I will go another route to get resolution as this was a sale to a Disabled Veteran at at.
  
  Sincerely,
  
  ***** *******

  Business response

  12/18/2023

  Used Cars come with one or two keys depending on the previous customer and what they provided at time of trade in. Both keys that were given operator the vehicle. We tried several times to reach customer and were successful today. The customer is stating the key fob doesn't work but the keys do. I will send out batteries now that we have spoken.  

  Customer response

  12/18/2023

  
  Complaint: 20964457
  
  I am rejecting this response because: putting in a new battery does not solve the issue and this was told to the lady that finally called today. I already tried that by putting in a brand new battery and it absolutely did not work. They need to order a new key fob that works. The lady I spoke to stated she will try to get a new key fob out and will talk to her friend, but now she is stating the opposite of our conversation by still wantingtosend out a battery. I bought used vehicles before from other dealerships and have yet to experience this issue of not wanting to do what's right for the customer. They also neglected to address the issue with the squeaking when reversing the vehicle.
  
  Sincerely,
  
  ***** *******

  Customer response

  01/02/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID 20964457.

  Also, the company did not mail a battery as they claimed; however, that is not a solution totthe problem. And the vehicle is still squeaking. 

  Regards,

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

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bob Bell Hyundai fouled when their sales manager misrepresented a certified used vehicle for a used vehicle. They sold a 2017 Hyundai Elantra that experienced electrical failure 3 months after purchase and refused to reverse the sale. Forcing the customer into an “all sales final”condition. The customer went a step further and asked Bob Bell to fix the vehicle, they refused. The sales manager at Bob Bell Hyundai delayed the claims process at Hyundai by not submitting a report to Hyundai USA in an appropriate timeframe. The 2017 Hyundai Elantra is not safe. The Maryland MVA sent a letter warning Hyundai customers of high theft because their vehicles are missing an anti theft device. Bob Bell Hyundai has refused to install that device in the 2017 Hyundai Elantra. That has left the customer vulnerable to predators, not only criminal elements but insuring this high theft vehicle is outrageously inflated. Bob Bell Hyundai and Hyundai USA have refused to declare this vehicle unfit and as a lemon; the engine can spontaneously erupt into flames without provocation. It is wrong for the Korean company to sell cars to Americans that threatens our safety. I would like to have this car declared a lemon and taken off the street. What can the BBB do to guide me through the lemon law process, especially when big businesses won’t do the right thing?

  Business response

  12/12/2023

  Customer purchased vehicle 8/13/2022. The vehicle is a 2017 Hyundai Elantra withh 117k miles. Vehicle was not a "Hyundai Certified Vehicle" and was not represented as such. The age and miles fall well outside the qualifications for Hyundai Certified.

  The vehicle returned to the service department 02/23/2023 with 130k miles and a concern for a check engine light coming on.

  The vehicle, being well outside any warranty period, would need repairs to be handled by the consumer. Bob Bell Hyundai did request some Goodwill Assistance from Hyundai that was declined by Hyundai.

  Despite the fact the vehicle was well out of warranty the dealership offered to assist with 50% of the repair cost.

  Bob Bell has not refused to take care of the anti-theft update. The new update was just released and we would invite and encourage the consumer to make arrangements to have that update completed by us at no charge to the consumer.

  I have left a message and emailed the customer directly to discuss.

   

  Customer response

  12/14/2023

  I am rejecting this response because:
  
  Your response does not have context stating the company’s actions to ensure it’s compliance to government regulations and deliver on Hyundai’s customer service and retention policies.

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

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle that was supposed to have passed a MD inspection. When I took it to a PA dealer after I received my title, it failed inspection and I was told that these were problems that could not have occurred after after it passed inspection so it was sold to me a false inspection.

  Business response

  11/28/2023

  We have received complaint. After researching this vehicle we spoke to the inspector who also spoke with the Maryland inspection division and was informed the rear light in question does not have to work for state inspection as long as the the 2 main brake lights are operating properly. the Motor mounts also are secure, safe and also pass inspection. We were also informed the fluid is not part of the inspection as it is a dampener for noise and movement. Not exactly sure why the customer wanted to contact the BBB since the vehicle is here and the Used car manager was working on some type of resolution with the inspector. That being said in the interest of maintaining good customer relations the light if the customer decides as a resolution to these claims. We would have to soon as we have the vehicle and can only hold it for so long of a period of time. Also 0n a secondary note the vehicle has had an approx. 3,000 additional mile driven on it and there is no one that could determine the time when the fluid seeped from the motor mounts even though that's not part of the inspection. We are sorry the customer feels not completed satisfied as we try and deliver a outstanding experience whether it is on a New or Previously Owned Vehicle. This vehicle did pass Maryland state inspection however we can not speak for Pennsylvania. The vehicle does seemed to have passed PA. which is only based on assumption due to the sticker on the vehicle from PA. dated 11/24. Thank You. 

  Customer response

  11/28/2023

  The dealer has agreed to replace the racetrack lighting on the car

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Started in Aug 15 I took my 2015 Chevy Silverado to bobbell for oil change and other fluids change simple service 2 days later motor blew up they denied that it was their fault they charged me $2217 to fix it now gas fumes coming in my truck they denied it charge me $1200 dropped my truck off this morning for same problem

  Business response

  11/02/2023

  The first time he brought in his vehicle in originally came in for 8/11/2023 for a drivability and check engine light issue and we diagnosed it and found number 4-cylinder lifter spring bad and we also performed a tune up during this repair then the customer returned October 3, 2023, for a fuel smell which we replaced a fuel line and high-pressure pump which has nothing to do with previous repair. He then returned on October 11,2023 for fuel smell again, which we replaced the in-cabin filter at no charge that had a fuel odor in it. Then he returned on October 31,2023 for same concern, and we put dye in system and we found number 5 injector pipe leaking at injector and we replaced pipe and injector kit at no charge. This is a 2015 chevy silverado with 132311 miles on it and we only performed repairs on what was needed at that time.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased my lease (car) at the end of the term at the agreed-upon price. According to the Maryland Vehicle Administration, if the lessee is the same as the purchaser, the excise tax is exempt, as it was already paid on the full price of the vehicle at lease start. The business informed me that through an accounting practice, they would place the sales tax on the sale and reimburse me for that amount. I have attempted to call, email, and text representatives at the company for almost 2 months. I am letting you know that no one has replied. In addition, they told me I was required to have a MD State Inspection completed before purchase. Again, according to the MVA, this is not required if the vehicle was previously titled in MD, which it was. I am seeking reimbursement for the excise tax paid and the cost of the MD State Inspection The date of sale was 09/09/2023 Deal #****** Cust #****** Excise Tax Amount: $1,540.32 State Inspection Costs: $127.87

  Business response

  10/31/2023

  Mr. ****** is correct. The law has changed, and we are sending Mr. a refund for the taxes collected. 

• Initial Complaint

  10/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back on May 3, 2023 I purchased a used Toyota Scion 2013 from Bob Bell Chevrolet for $10,000 plus taxes and also bought a power train warranty. On May 7th I took the car to Jerry's Toyota to have the recalls taken care of because Bob Bell said they don't do Toyota recalls. While there I asked them if they could check and tell me why my A/C suddenly wasn't blowing out cold air. So after paying $284.95 to get that diagnosed they said that the A/C Compressor didn't work and I should take back to the dealership where I purchased. Because it had only been two weeks since purchased I took it back to Bob Bell Chevrolet. They sales department agreed to pay for the replacement of the A/C Compressor. They wouldn't pay me for the Toyota diagnosis, that was on me. So I was just thankful they replaced the A/C compressor, even though I was out $284.95. On September 12th (4 months after purchasing my car) it started leaking fluid inside the car on passenger side of car where mat is located. It also started smoking gray smoke on side of engine where passenger door is located and coming thru the vents. I called the service department at Bob Bell and asked if I could have it towed to them to check out the A/C Compressor. The lady at the service department said it most likely was the heater core and a waste of time to tow to them because if it was the heater core they wouldn't have the parts to repair because it's an older Toyota, pretty much said they couldn't help. On September 13, 2023 I had my car towed to Auto International in Annapolis, Md. They looked the car over and found that when Bob Bell replaced the AC compressor, they bent the discharge line. The line would rub on the AC compressor pulley when accelerating. The pulley eventually rubbed through the line and all the refrigerant leaked out. The smoke coming out of the vent was the refrigereant getting sucked in through the fresh air intake. The cost to replace this was $348.35 (I have the old hose that they removed) along with receipts of stating AC Compressor installed incorrectly. Spoke to Bob Bell's service manager Jeff ********* and pretty much wouldn't do anything and said when you purchase used cars with high mileage that you should expect to spend money on the vehicle. That may be so, but this issue was something that they took care of in May and installed incorrectly which caused other issues. I think they should be responsible for the repair that I paid to Auto International.

  Business response

  10/12/2023

  Spoke with Service department and there is no way to determine what would cause the line to rub on the pully and cut the line. We repaired and replaced compressor in the interest of customer satisfaction at no charge when the vehicle was out of warranty. We repaired the vehicle in May and it did not come back until September which was approx. 4 months later and if the line which is thin material would have worn through much quicker than that time. We are sorry the customer is unhappy however we cant just assume when many things can cause the issue.  

*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. ↩