ComplaintsforGlassman Automotive Group

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Glassman Hyundai, I traded my 2019 Hyundai Kona in for the new 2024 Hyundai. I purchased *** insurance and with the trade in the 2019 was paid off which means there was still money left for the *** insurance I paid for. I have been reaching out since before July 26, but on July 26 a check was suppose to be issue for the remainder balance of the *** insurance. I have spoken with both *********** who financed the car and Hyundai protection plan and both stated that the dealership (Glassman Hyundai) is suppose to issue me the check for the balance. I have been calling and speaking with the finance manager ***** who does not return my calls I even when up there and showed the letter from *********** showing him that they are suppose to issue the refund. ***** still has not called me back to let me know the status. I call today again 8/14/2024 and left a message for the General Manager *********************** and he has not called back. I feel I am getting the run around and they are avoiding me. I will never return to this dealership again to purchase a car which is unfortunate because the salesman was very nice and calls to check on my new vehicle. This dealership use to care about customer service this is not longer case.

  Business response

  08/15/2024

  The customers vehicle was paid off in a timely manner and all paperwork was processed in the normal course of business.  Refunds for products that were financed must be verified with the financial institution before any refunds are processed.  A check for the available GAP refund has been processed and the customer is to pick that check up from the dealership today.  

  Customer response

  08/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  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 this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my car into the dealer Thursday 4/25 for noise complaint. At the time of drop off there was NO windshield damage. I went to check on the car today 4/30 and the windshield was cracked while under their car. They have been testing my car and pulling things apart (the glove box was missing and they are working on window issues) and in the process damaged my windshield. They are refusing to pay for it. The tech, ********, admitted that there was NO windshield damage at the time of drop off as if there was, that wouldnt been the first thing he wouldve stated needed to be investigated for a noise complaint. Photos of my car do NOT identify any windshield cracks, but they are still alleging that it is not their fault. They need to repair my windshield. Thank you.

  Business response

  05/01/2024

  We have spoken to the customer and this matter has been resolved amicably.  None of the work that was performed by our dealership involved the windshield but  we have agreed to replace the windshield and the customer has agreed to pay a portion of the cost.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Maintenance On 3/14/2024 I made an Appointment with Glassman Hyundai Dealership to have the ****** miles maintenance done.The maintenance is clearly described in the Hyundai Maintenance Log, which is handed out with the purchase of a new vehicle. It is important to document frequent services for warranty purposes.The Glassman service did recognize the official Maintenace Log and the required services. Instead I was offered additional services with no relationship to the required services. I was also told, as a ****** miles maintenance I need to accept all additional offers for almost 400 USD. I did only accept the maintenance duties, from the Maintenance Log. As a result I was given a order paper to sign. I was mentioned that the order had a sentence, that I accept the service as not accepted as the 102 000 miles maintenance.I did not agree to that sentence since that was not my requested service. I was told this sentence is added on the specific order of the service manager. I still disagreed to the sentence and was offered a one time removal of the sentence. I accepted that.My complaint: I do not believe that an official Hyundai Service can pick and choose what a Manufacturers Maintenance Plan looks like and refuse to fulfill a Hyundai requested maintenance, if the customer does not accept additional services.

  Business response

  03/26/2024

  This is the customer's second ******************** complaint relating to the same car.  Like the last  complaint by this customer, it is absolutely without merit.  As a result of the year and mileage of the vehicle our MASTER HYUNDAI service technician recommended several services that upon inspection needed attention.  Those items included spark plugs, a fuel induction service, cabin and engine air filter replacement and a few other items.  Given that this vehicle is 6 years old and has ******* miles, these additional services were recommended by our technician, after a through inspection of the customers vehicle.  When a customer refuses recommended services we ask the customer to acknowledge that those services have been declined.  This is done to protect the customer and the dealership so that there is NO misunderstanding as to what our dealership recommended and what services the customer declined.  The documentation is intended to avoid any disagreements that *** occur, down the road, as to what was said.

  Customer response

  04/01/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I take note of the answer from Hyundai Glassman.
  As a respond I will:
  provide some background information that has been provided to Glassman Hyundai before.
  Correct some statement that are not very precises with facts.
  In general:
  I was contacted by Glassman with a general survey asking for my opinion about their service provided. Based on my respond I received an Email offering to be contacted by the service manager to discuss my concern.
  I agreed to the offer, but never received anything after that.
  
  I made an appointment for March 14th with  service requests:
  - Failing sunroof
  - 102 K Inspection
  - Investigation  of excessive Oil usage (Was never addressed by *******).
  For the appointment of March 14th I requested a ******* mile Inspection.
  Background:
  With the purchase of the Hyundai ******** a Hyundai Maintenance LOG was handed out to me.
  This Log states in Details which Inspections need to be performed on what Inspection Intervall.
  As Glassman stated in their respond: A Master Hyundai service technician recommended several after a through inspection of the vehicle.
  The Technicians through inspection looked like a walkaround to notify any dents on the vehicle. The car was not moved or started.
  The technician was not aware of the existence of the maintenance log, service intervals or required inspections.
  The recommended additional services were declined, because they were not part of the appointment or required in any way by Hyundai.
  I was not acknowledged the additional recommended services were declined, but the inspection requested will not be acknowledged as the requested Inspection.
  The form Glassman required to be signed clearly did not refer to the added recommended services, but to the requested and from Hyundai required inspection points.
  After complaining about that paragraph, the Technician removed that sentence.
  The explanation was not a technical reason, but a direct order from the service manager.
  
  There is still the questions, how I can get and documented a Hyundai required Inspection from a Master Hyundai Technician at a Hyundai Service Center.
  My expectations regarding this complaint was not met. A reasonable Explanation was not given.
  
  Regards,
  
  *************************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/12/2023 I made an Appointment with Glassman Hyundai Dealership, specifically stated the Sunroof on my Santa Fe Sport does not work anymore. I was told they need to keep the car for a minimum of 5 days. Since I cannot effort to be without a car for 5 days, I did leave the car there to find a better solution.On 3/14/2024 I made an Appointment with Glassman Hyundai Dealership to have a Service done and also mentioned my Sunroof does not work.At the Dealership I asked them to find out, if my Extended Warranty will cover the repair of the sunroof and I can use the warranty to get a rental car.The service at Glassman refused any support with that stating it must a 3rd Party Warranty and they are not dealing with it.I mentioned the warranty was purchased together with the Hyundai Santa Fe at a direct Hyundai owned Service Location. I contacted the **************** directly and was told, they only deal with Hyundai Dealerships directly. (The warranty was accepted at other Hyundai Dealerships before).The Service still refused to even look at it, or support in any way.I do expect from a Hyundai Dealership to represent Hyundai to the customer and take responsibility in those matters.I also answered in two survey emails the issues to the Service Manager and agreed to the offer to be called by the Manager. That did not happen, I expect to receive the promised phone call.

  Business response

  03/26/2024

  This customer filed 2 complaints with ******************** on the same day regarding his vehicle.  Both complaints are without merit.  The vehicle was purchased out of state and the extended service agreement company that he purchased from the out of state dealer has been a nightmare for our dealership to deal with previously.  Glassman Hyundai has made the decision that we will perform the work if desired by the customer, and the customer can deal with the dealership he purchased the vehicle and extended service agreement from and seek reimbursement from them.  That is simply a policy that we have adopted with regard to certain NON HYUNDAI extended service agreements.

  Customer response

  04/01/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I take note of the answer from Hyundai Glassman.
  As a respond I will:
  provide some background information that has been provided to Glassman Hyundai before.
  Correct some statement that are not very precises with facts.
  In general:
  I was contacted by Glassman with a general survey asking for my opinion about their service provided. Based on my respond I received an Email offering to be contacted by the service manager to discuss my concern.
  I agreed to the offer, but never received anything after that.
  
  I made an appointment for March 14th with  service requests:
  - Failing sunroof
  - 102 K Inspection
  - Investigation  of excessive Oil usage (Was never addressed by *******).
  Failing Sunroof Background:
  On Dec. 12th I made an Appointment with Glassman Hyundai regarding a failing Sunroof.
  I was informed, despite the appointment it would take 5- 10 days to identify the issue. I was unable the have the car not available for 10 days and not sure of the cost.
  Facts:
  On the Appointment I asked the Service to find out, if the warranty I own, will cover the repair of the sunroof. I provided all Information about the Insurance,incl. the fact that this **************** only deals with original Service Dealers.My expectation was Glassman making a phone call to find if the issue would be covered and what the procedure might be. That was refused by the representative of Glassman.
  In the answer it has been stated the vehicle and warranty was purchased by a dealer out of state.It is important to know I purchased the car and the warranty at a direct Hyundai Branch.
  At no point the Service was interested on the kind of warranty or anything about.
   My expectations regarding this complaint was not met. A reasonable Explanation has not been given.
  
  Regards,
  
  *************************

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just have my car for 2 years and its been giving me a lot of problem last one was the differential and they have my truck since 02/08/2024 and I havent received my truck jet they never call me with updates and when I call they said they still dont have the parts

  Business response

  02/29/2024

  The repairs needed involved parts that were on National backorder from the manufacturer.  We received the parts earlier today and barring any unexpected issues the vehicle will be completed and returned back to the customer in approximately 3 days.  We spoke to the customer today to let her know when we expect the repairs to be completed.

• Initial Complaint

  10/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 10/24/2022 I choose a vehicle to purchase and the sticker was $30.800. I requested a written document to take to my bank and the purchase price was $34.410. I asked why they prices were different and was told that the sticker was manufacturers price and due to the economy, the sales price was a little bit higher. I was advised to make a deposit to hold the vehicle for a couple of days until my bank responded since it was after banking hours. Upon my return home, I looked the vehicles VIN number (*****************) up on Glassmans website and the listing stated, their price was $31,410. I spoke with my salesman(*********************) 10/25/2022 and he indicated that is was probably a computer glitch and would talk to his manager to see what could be done. He forwarded paperwork indicating the sales price as being $32.410. On 10/26/26, ************ texted me indicating that the above vehicle was sold 10/25/2022. I asked how and I put a deposit down. He indicated that the dealership can only hold a vehicle for 24 hours and my response was, but I was told that I was given a couple of day to wait for my banks approval. I returned to the dealership on 10/25/2022 to retrieve my down payment and upon entering, the manager made this loud announcement with a smirk on his face "sorry the purchase didn't work out". I was publicly embarrassed and humiliated. I just don't understand how one vehicle could have 3 different prices on it, secured with a deposit, and sold at an unknown price.

  Business response

  10/31/2022

  As a result of limited availability we honor a deposit for only 24 hours.  The customer was made aware of this after ********************** was unable to secure financing.  The customer deposit was promptly refunded.  The dealership is unaware of any price discrepancy with regard to our website listing.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased by vehicle in March, 2022, however new vehicle has been leaking an oily substance, that has damaged my garage floor, and turned into an oily mess, and slip, trip, and fall hazard. Attempted to take the vehicle back 3+times to the service department, who have made promises to resolve, but have not acted in Good Faith, to help get this problem resolved.Looking to file a formal complaint for resolution, and troubled damages.

  Business response

  09/27/2022

  The clear liquid is water coming from the air conditioner drain tube.  The vehicle is not leaking any fluid and some water coming from the drain tube is expected and the vehicle is operating within specifications.  We have examined the vehicle several times over a number of days with 2 different technicians that have verified that the vehicle is operating as designed with no leaks detected.  The water coming from the A/C unit is NOT a leak.  I personally met with the customer and discussed our findings. 

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a vehicle through this group a couple of months ago and gave a $1,000 deposit. Much later, after ordering and spending the $1,000, the dealer advised that some of the options that we purchased were not ordered and on back order. Upset and frustrated we asked why they were not ordered when the car was when they were available. Now just 4 days prior to when the car was scheduled to be delivered the dealer called to let us know they are going to cancel the order. We did not ask for it to be cancelled. Rather than work with us to find a solution they are pulling the rug out from under us months after expecting this vehicle to be delivered and 4-days prior to the scheduled delivery.

  Business response

  12/20/2021

  I spoke with the customer regarding his concerns about the availability of parts from the manufacturer and his dealings with our sales team. He has since taken delivery of the vehicle and we provided him with a $500 coupon towards his purchase.  I personally met with the customer before he took delivery to ensure that everything went well. He now has my personal cell phone in the event he needs anything in the future and I believe we have resolved his concerns. We look forward to having him as a new customer and will be available if he needs any further assistance. 

  - ******* Glassman

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

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

   

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