ComplaintsforSport Durst Millennium Automotive Group

• Initial Complaint

  01/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ******** Center manager ***************************** is extremely rude. Need to speak with someone in Corporate to file a customer service complaint and find out a completion date on my vehicle. I regret ever purchasing a vehicle from here because the customer service is terrible.

  

  Business response

  01/12/2024

  At this time we have tried to reach out to the guest without contact,At this time the insurance company has not provided us approval to proceed so there is nothing we can do at this time unless the guest would like to pay for the services upfront due to the closeness of being a totaled loss. Once we get authorization to work on the car we will must as all cars here, they are work on in the order in which they are received and when work has to be stopped they return to the end of that list and we work on the ones that are approved.
  
  She can always reach out to us at ********************** or 7451

  Sport Durst Automotive Group

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Another shop replaced the engine in my 2015 Jeep Cherokee in May but could not figure out why the check engine light remained on after the repair so they had it taken to Sport Durst Jeep in June. For months I was given the run around about what was wrong w/ the vehicle, progress etc. and did not get the call backs or follow *** that were promised until I physically came to the dealership in September and spoke to the service manager, ****. At that point **** started calling my weekly or biweekly with an update that was basically "just letting you know we haven't forgotten about you." Though no progress was made on the repair, I appreciated the courtesy calls. In October, **** called & said they were finally able to figure out the issue was the *** but due to the *** strike the needed part was not slated to arrive until November 22. I waited until after Thanksgiving and called on December 7 for an update. **** stated that the part was replaced but that now they had found some melted wires and it was looking like it would be fixed by the following day & that he would call me either way. I never heard anything & called back on December 14. I spoke to a woman named ****** & told her my car had been here nearly 6 months at this point & I was losing my patience. She said she would personally go to the service ***** talk to **** & tell him to call me. She called me back on Friday, Dec 15 & let me know she had in fact talked to **** & asked him to call me. I have not yet received that call. I have been making car payments & paying insurance for a car I haven't had since May, while also having to pay friends to use their car or pay rideshares to get around as I live in Durham & work in *******. This has been a nightmarish ************* have remained calm, cool, & collected the entire time, never once raising my voice or being rude to the staff at Sport Durst. I cannot continue to deal with this going into a whole new year & would very much like this resolved.

  

  Business response

  12/22/2023

  Triangle Transmission replaced the engine in the 2015 Jeep Cherokee
  VIN ***************** with ****** miles. 
  After they installed an engine (from a junkyard), it was not working properly, they towed the jeep to the dealership on or about June 28th, 2023. The tow company did not inform us of the vehicles arrival.                
  It is always a daunting task to go into a vehicle that has been worked on by another repair facility. Not knowing the condition of the parts used etc...Upon our technicians diag. it was found not only the check engine light was on but was having extended crank times and multiple codes for crankshaft sensors,cam sensors and map sensor. Codes would clear but comes right back. It was determined that a *** was needed and has since been installed. Vehicle runs but not well. The sensors are not communicating properly with the engine. ************** has multiple hours of labor in the vehicle. We here at the dealership level have no control over the *** strike that made the *** back ordered till November 22. With every turn there is another issue, burnt wires were found as well.
  
  It has now been determined that the wrong engine was installed in the Jeep.We did not install the engine.
  
  It is unfortunate that this has been such a labor-intensive time-consuming issue but once again we did not put the engine inIt appears the value covers were taken from possibly the old engine and it was determined from the engine block itself that it is not the right engine.
  
  We are not agreeable to offering a discount if the engine had been factory rebuilt or work done but a Jeep certificated technician all of the issues could have been avoided.ell us why here...

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I financed a new Tucson I paid $500 for Sport Durst to add a remote starter, before I drove it off the lot. The remote starter worked until Sport Durst service department did an anti theft software update May 25, 2023. My remote starter was attached to my key fob when they received my keys when they did the update. I want Sport Durst to agree in writing that they will pay for my 2 remote starters to get reprogrammed and pay for it since they caused the error/damage.The next extreme temp. day, 7/26/23, I tried to use my remote start, instead of the car starting, the horn started blaring and I was unable to deactivate it with my key fob. I had to use my key to unlock the door and put the key in the ignition. I didn't know what was going on at first. The next day, 7/27/23, I went to a battery store, bought a new battery and tried using the starter in the store and the blaring horn situation happened again. The battery attendant asked if I recently had car service done and that's when I connected the dots to the software update from Sport Durst Hyundai.I immediately called the service ***** at 430 pm, spoke to ******. She asked if it was aftermarket and I told her that I paid extra and Sport Durst did it before I drove my car home. She looked it up in their system and asked if I could bring it by tomorrow (7/28/23). I was there at **** and ***** said ****** was off so I explained my situation and what she said. 1 hour later ******* asked if it was aftermarket and I repeated what I told to Jisele on the phone and ***** in person. 1 more hour later with no update, I found ******* and asked for a status. She said their techs DONT KNOW how to reprogram it and we DON'T KNOW who we used but the sales ***** would. I walked to the sales desk, they COULD NOT find out who they used to install my starter. They took my name and number and said *** would find out and call me. I called back on 7/31, she was in a meeting, they took my number again. As of 8/17/23 nothing.

  

  Business response

  08/29/2023

  Thank you for the opportunity to respond to the complaint.**************** came in and the recall # *** software update was ran on her vehicle.It is a nationwide recall that is designed to stop the theft of vehicles.
  Back in 2018 **************** paid $500. and had an aftermarket remote start put on her ******, unfortunately the recall negates many aftermarket and some factory installed remote starters due to the increased security the recall provides. ******* has provided a phone number for customer assistance  ************. They are aware of the recall making some remote starters inoperable. **************** needs to contact ******* Motor *******.
  

  Sincerely,
  Sport Durst Automotive Group

  Customer response

  08/30/2023

   
  Complaint: 20483150
  
  I am rejecting this response because: I wasn't notified verbally nor in writing, by the Sport Durst service department team, before service was rendered, that my remote starter would no longer operate as designed. I also wasn't advised to contact ************* customer assistance, I was told *** will call you back. Nonetheless, I opened a customer complaint with ************* *** and ***** was my case manager. ***** spoke to Sport Durst and denied being responsible for paying to get my 2 remote starter fobs reprogrammed. ***** said I need to work with the dealership who did my car service to come to a resolution and closed my case. Additionally, Sport Durst still never called me back with the name of the company they contracted to install my remote starter. *** never called me back. This dealership and their employees are inconsiderate and unprofessional. 
  
  Sincerely,
  
  *****************************

  

  Business response

  09/09/2023

  Once again thank you for the opportunity to respond to this complaint.
  Although, this is a very unfortunate occurrence as you can see below there is ************* ******* customer service number dedicated to such issues and information available from NHTSA.gov which states aftermarket items *** not work normally.
  

  This is truly a Manufacturer issue that must be dealt with at that level. Ms. ******* remote start is 5 years old was it fully operational when she came in for the recall? This is not something that we would ask for a demonstration of it being operational.
  As for the statement made by ****************, This dealership and their employees are inconsiderate and unprofessional We hold ourselves to standards of being kind, courteous and professional on the daily basis to all of our guests.
  
  *According to nhtsa.gov Once the upgrade procedure has been completed, the key fob buttons to lock and unlock the vehicle are required to activate/deactivate the anti-theft system. After using the key fob to activate the anti-theft software, the key fob must be used to first disarm the system prior to attempting to start the vehicle.  
  Vehicles equipped with aftermarket or add-on alarm, or remote start *** not operate normally if the *** is upgraded with this software.
  

  **Hyundai ************* Center (Recall/ Campaign Questions)************** Customer questions or concerns related to recall or service campaigns.
  

  Sincerely,
  Sport Durst Automotive Group

  Customer response

  09/12/2023

   
  Complaint: 20483150
  
  I am rejecting this response because Sport Durst is insinuating that because my remote starter is 5 years old it probably wasn't working properly anyway. It worked and I relied on this remote starter every cold morning and hot afternoon until the anti-theft software was done by them.

  Their service ***** staff saw my after market fob on my key ring, which they had installed by some company and is in their systemand in my customer profile. They still haven't shared the company name with me, after my multiple requests, AND didn't tell me that the remote starter may not operate as designed after they complete the software update AND didn't inform me of a ******* manufacturer awareness nor recall on the aftermarket key fob before rendering serviceto my vehicle... DESPITE THEIR DENIAL, THIS IS  INCONSIDERATE AND UNPROFESSIONAL.

  *** still hasn't followed up with me about my request to get the company name that Sport Durst used to install the remote starter, which I paid extra for, before driving my car off the lot. This is VERY UNPROFESSIONAL.

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

  

  Business response

  03/26/2024

  HI,

   

  I will reach out the consumer, and see what we can do to resolve the issue. 

  Customer response

  03/30/2024

   
  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 when they attemp to reach out to me. No one has called me or left a voicemail yet as of 3/30/24..
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/28 I purchased my daughter a used 2011 Jeep Liberty from ******* who is no longer employed there. The night I purchased the car we could not take it home because my daughter realized that it was a few things wrong with the vehicle. After I had Paid my Down payment and signed paperwork. I told the sales guy this I dont know nothing about vehicles you are the expert and Im relying on you to help me with the decision. He told me that this was an older vehicle but it was in excellent shape and the minor things he could fix and take it to her in Greenville in a couple of days. Within 3 days he delivered the keep to her with no heat. I called him back and said the heat does not work in the vehicle he assured me he would have it fixed and to bring it back. She did that and the vehicle stayed in the shop for about 3 months waiting on the part. During that time the tags had expired but no one thought to put the tags on the vehicle before delivering it to her in Greenville. So I ended up having to pay ***** to the *** because her tags was expired and the original tags was still sitting at the dealership which she did not want to take the chance of driving that far with expired tags. Fast Forward to last week the air conditioner stop working. We took the keep to the dealership to find out that it would cost almost **** to repair. I spoke with the service manager who told me he could not help with cost because he was not the sales manager. Ive had the vehicle 6 months but only able to drive it 3 months because its been in their shop. I spoke with the sales manager on 7/5 and he said he understood he would talk to the sales director on Friday 7/7 and give me a call to see what could be done. I feel like I got sold a lemon really. No return call from him, *** been calling everyday since then leaving messages on his answering machine to call me back. I have heard NOTHING. Its hot outside and temperatures are high. Hes always unable to answer the phone. Im still paying

  

  Business response

  07/20/2023

  Thank you for the opportunity to respond to Ms. ******** complaint. ****************** did purchase a 2011 Jeep Liberty from our dealership which now has approximately ****** miles. This pre-owned vehicle was sold AS IS and had no warranty from the dealer. At the time of purchase ****************** did purchase a warranty from *****care, unfortunately the plan that was purchased does not cover tubing and the claim was denied. Due to some of the concerns that ****************** experienced within the 1st 90 days of ownership weve invested roughly $3000 in this vehicle as a courtesy goodwill repairsince the purchase. Due to this car being an As-Is car we cannot continue to provide free services. 
  
  Sport Durst Automotive Group  ell us why here...

  Customer response

  07/20/2023

   
  Complaint: 20317487
  
  I am rejecting this response because:

  The first response is ******* the sales rep that was hired by Sports Durst advised me once I received the vehicle if anything was wrong let him know. I never asked for anything for free. In fact the sales manager that I spoke with on 7/5 I told him Im not asking for anything free I will pay half of the 900 but because I have not had the vehicle in my position 6 full months yet I felt like some of the responsibility came from the sales department. Im still waiting on him to call me now from talking to his director because he assured me he would. This is the first response Ive received. I was called and texted 10 times to come get the vehicle from ******* but since hes not there I cant talk to anybody about this issue. Im not a car salesman so therefore I trusted Sports Durst to help me with my decision about this vehicle. If you guys spent **** to fix the Jeep for me the day after purchase that should have been discussed with me and I should have been given an option to keep that vehicle or get another one. You just admitted to us your salesperson inconsistent when selling me the vehicle. He was actually trying to hit his quota instead of elevating the sale and giving me the best option for my bucks. I explained she was a college student and 3 hours away and needed a reliable vehicle. However after the way I was treated by the sales manager with no communication about this matter after 2 weeks i can see why you thought I wanted some for free. Never asked for the job to be done for free just accountability from the dealership where I purchased this vehicle. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 22, 2023, I picked up my vehicle from being serviced which included "MULTI-POINT INSPECTION (ACCORDING TO MAINTENANCE INTERVAL)" "CHANGE BRAKE FLUID" "REPLACE REAR BRAKE PADS / SHOES" "LUBE BRAKE PADS", and "LUBE BRAKE ROTARS."Within 5 minutes of driving my car off their lot, at the second intersection I came to, my vehicle hydroplaned when I tried to brake and hit the car in front of **** immediately returned to the dealership to complain that something must be wrong with the brakes that they had worked on since I should have been able to stop. The dealership then told me that the brakes were "fine" and "installed correctly" but that the tread on my tires were too low to be safe and that the tires should be replaced and this was the cause of the accident. They described the tires as "like driving on ice skates."I had lost all trust in this maintenance shop so I took my vehicle to an unaffiliated car repair facility to have it assessed. They said the rear brakes looked brand new and just need to be broken in, which had never been communicated to me by Sport Durst. They also agreed that my tires were overdue to be replaced so I replaced the tires.The issue at hand is that Sport Durst performed a multi-point inspection and recommended I have the rear brakes replaced, which I did, but they did not tell me that the brakes required a break-in period, and they did not tell me it was important I have my tires replaced. This caused me to get into a car accident. When I returned to the maintenance shop, ONLY THEN they told me that my tires were unsafe and they told me this was more important than the rear brakes which they said are only secondary to the front brakes. It seems unacceptable that they perform a "MULTI-POINT INSPECTION (ACCORDING TO MAINTENANCE INTERVAL)" and only tell me after my car gets into an accident 5 minutes after leaving that my tires are unsafe.

  

  Business response

  06/30/2023

  
  
  Thank you for the opportunity to respond 
  On or about June 21st ************** brought his vehicle to the dealership for service. ************** chose the recommendations that were presented, that he wanted to purchase. Which, were rear rotors and brake pads,he declined the tires, we had sent a video showing how worn the tires were also He was advised they were severely worn, but yet he declined the tires,everything was noted in Xtime which is our service app. Although we are concerned and saddened by his accident, he declined to buy tires, they are the main factor in keeping the vehicle in contact with the pavement during all driving conditions. He stated in his complaint that he hydroplaned causing the accident. Whether you purchase here or elsewhere, please buy tires for your vehicle.
  
  Sport Durst Automotive Group

  Customer response

  07/02/2023

   
  Complaint: 20232438
  
  I am rejecting this response because:
  

  Their response is completely untrue. I was NOT sent a video showing how worn the tires were and it is untrue that I was advised they were severely worn.

  I was advised that the brakes were what was important to take care of at the time of service and that this was an important safety issue. I was advised that the tires could be taken care of at a later date and encouraged to take care of the rear brakes. Based on this advice I opted to have the brakes changed and wait to have the tires changed at a later time after shopping around for tires on sale.

  only AFTER I returned to their shop did they tell me that the tires were in any way at the point of being a safety issue. They COMPLETELY changed their advice at that point telling me that the brakes they had changed couldnt possibly be the cause of the accident because the tires were too worn, but this is ABSOLUTELY not the advice I was given by the service advisor at Sport Durst.

  I did have my tires changed at a separate service center after my vehicle was in an accident and lost all trust in Sport Durst.

  This untrue response by Sport Durst is a further reflection of their lack of integrity and supports my decision to take my vehicle elsewhere.

  Sincerely,
  

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

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my vehicle towed on January 20, 2023 to Sport Durst because I couldn't get it to start. They called me after doing the diagnostic test and said it was the timing chain but in order to confirm they needed to breakdown the vehicle which would cost $500 and to repair $3500. Finally my advisor called back and stated that the price increased to $6,300; however, she could give me a 10% discount off the total price. I asked her to email a copy of the work order with detailed information for all parts and labor. I never received this work order and repairs and parts were completed without my consent. After my vehicle had been there for over a month I demanded to speak to the service manager. He informed me that my vehicle had hit the bay wall and the tire had popped and it would take a while to get a replacement. I went to the dealership to inspect my vehicle and the tire was popped and there were minor scratches on the front passengers side of the car. I spoke to the service manager and questioned the changes in price for the repairs and he stated that he was only aware of the $6000 plus price and the advisor was not authorized to give me a discount only he could. He then informed me that my vehicle would still not crank and needed and *** module and they would absorb the cost for the part and labor. I asked him for a rental car and he stated plenty of people had requested rentals but he didn't have anything available. I then asked him to provide me with a work order with the list of parts, cost of labor and when my vehicle would be ready for me to pick up. He then provided me with a handwritten note stating that my vehicle should be ready on Feb. 24th. A few days later the service manager notifies me that they are not able to cover the cost for the *** module and could only provide the labor for free. The *** part will cost me another $1,200 bringing the total cost for repairs to $7140.33. I still haven't received the request work order for the ***********. Help!!!!

  

  Business response

  03/20/2023

  Ms. ****** 2014 Santa Fe, with ****** miles, was towed in and would not start. With the vehicle not starting a diagnostic had to be performed and issues are addressed in the order given. It was shown that we would need to tear down the engine cover to check the timing, which would cost $509.85. Once we removed the cover, we found that the timing had indeed jumped and needed the timing gears, chains, and corresponding parts replaced. This was totaled $6224.36 (which included the $509.85) plus tax and shop supplies and ************** approved.  After completing the timing job, the vehicle still would not start. Checked and found *** was bad. When talking to the guest about the **** we found a used **** I told her we would try that and take care of the cost of the used ***. When installing the used **** it would not program to the vehicle, unfortunately, it was not possible to install a used one. The price for a new *** is $1621.10 with $169.95 to install and program. To help ************** we offered to sell the *** at a price of $1200.00 and install it at no charge. We have been reaching out to ************** throughout the last 2  weeks for authorization to replace the *** and even offered a vehicle to drive while the *** is coming in. ************** had asked for paperwork and has been provided with the list of parts and prices, as seen in the email chain in the complaint.
  
  While the vehicle was inoperable, we went to push the vehicle out of the service bay and the sidewall of the tire hit the lift arm which caused a cut in the sidewall causing the tire to go flat as seen in the pictures ************** provided. We replaced the tire free of charge due to us being responsible and checked over the rim-there was NO other damage, only the tire.
  
  Sincerely,
  
  Sport Automotive Group

  Customer response

  03/24/2023

   
  Complaint: 19595156
  
  I am rejecting this response because: According the **************** Motor Vehicle Repair Act I should have been provide with a written estimate on the company's letter head and my signature should have been required before repairs we done. I asked for this estimate from the time my vehicle came in for repair until I finally received one that is dated for February 27, 2023. I asked my advisor ***** several times to email this document to once the price had changed from $500 breakdown cost and $3500 Timing Chain Repair to $6300. I called several times a week trying to get an update regarding my vehicle and usually was transferred to voicemail. ***** initially called me back on 2/3/23 stating that the timing chain was the issue; however this repair was guaranteed to fix my problem. She then proceeded to tell me that the price for the repairs increase to $6300 so I asked her to email me a copy of the estimate with the parts and labors listed. She asked me did I have a warranty to cover the cost and I said no so, she told me she could offer me 10% off of the $6300.  I spoke with ***** again on 2/6/23 and told her I need to get my car repaired but I need a copy of the estimated email to me and she stated she would take care of it. I did not her from anyone from weeks until finally I demanded to speak with a service manager. ********************* called me on February 23, and said he would check the status of my vehicle and give me a call back on February 24th. ********************* did call me back on February 24th and said no-one probably informed you that your tired popped when it hit the bay wall. He stated that he had been trying to order a tire and they would absorb the cost; however, they could not find that tire locally and it would take some time to come in because of the location it was being shipped from. They had been stalling to give me updates because they did not want to let me know that my car had been damage. I went down to the dealership the same day to inspect my car and the tire was indeed popped with fine scratches on the front passengers side of the car. He also informed me that even though they had made all of these repairs my vehicle still would not start so now it needs and **** I asked for a loaner car and he stated a lot of people had made the same request but they didn't have any. He said the would cover the cost of the part and labor for the **** The next day I get a call from ***** stating that they could not absorb the cost for a new ECM part and I would need to pay an additional $1200 on top of what is already owed. I asked him to send me another written estimate which was received by email on March 13, 2023. The sole purpose of me taking my vehicle to a ******* dealership was to avoid unnecessary repairs and people trying to guess what was wrong with my vehicle. I would have never agreed to these repairs, because it would have made better since to have the engine replaced. I feel that made an error by not properly diagnosing what was wrong with my vehicle and they expect me to absorb all the cost which isn't fair. They hid these expenses and unauthorized parts by not providing and estimate listing everything. This is bad customer service and unprofessional for a business. This company should be willing to reduce the cost because this is not fair to me because they chose not to be honest and forthcoming about damaging my vehicle.
  
  Sincerely,
  
  *************************

  

  Business response

  03/29/2023

  It is unfortunate that ************** has had a negative experience concerning her 2014 Santa Fe and has rejected the response.
  As ************** mentions the ************** Motor Vehicle Repair Act. Ms. ****** vehicle was towed in, in which we followed 20-354.3.  (D) of the act, she did not come to the dealership until February, all correspondents were via text or phone. Verbal permission was given, please see attachment, for work to be done.Also, the vehicle still needs an *** and permission for the installation of a new one has yet to be given. We had offered a 10% discount to help **************,but the vehicle has been on the lot for a month with no decisions on her part being made, we are only offering this discount for the next 10 days, and will still offer the *** at the discounted price of $1200 from the retail price of $1621.10 and no charge to install which would normally cost $169.95 plus tax.
  At this point no payment has been made and no decision to proceed or have the vehicle removed. The bill is currently $6445.16 less the 10% plus tax.
  Let this serve as a 10-day notice for a decision to be made or we will have to begin charging $35.00 per day storage fee that will start on the 11th day. 
  Thank you,
  Sport Durst Automotive Group

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my vehicle to this place to have a diagnostic done and I was told to pay the fee and if it was the problem I knew it was I would need to pay the cost up front. I did so that. I scheduled and cancelled a few appointments due to being a single disabled mother with a disabled child. Circumstances arose “Inflation, being disabled, school.” I paid almost $900+ for the parts. My car never got fixed because I am on a fixed income. I worked hard between the time I paid up until now to refinance my car which I was approved and I explained to my fiancé company that I paid this place all this money and it still needs to be fixed so they are well aware. I’ve been calling this business since last week and spoke to the business clerk named ******** last week and she put me through to a gentleman’s voice mail who handles theses situations in the service department. I left a voicemail in detail of my situation. He never returned my phone call. So I called back again and missed ********’s call again due to “I take meds for my disability at night” she called early in the morning. So I called her back and left a stern warning about my situation and how it was very unprofessional for the gentleman not to return my call. I thanked her for trying to help me however I’m not just gonna let $900+ go into thin air. That I am disabled that’s why I couldn’t get it fixed plus inflation and that I have children so for me to pay this business close to $2,000 with a two month time frame I just couldn’t come up with $600 more to have to serviced. However now I’m ready and I should t even have to explain it’s my car and my money. I told her I would be contacting BBB. ******** returned my calls on February 24th 2023 at 8:02am and February 27th 2023 at 9:56am. After I left messages about where my money is and why I hadn’t received a call back by the man she forwarded my call to. I want all of my money back. It’s fraud that they are committing. Thank you BBB

  

  Business response

  03/02/2023

  Thank you for the opportunity to respond to Ms. *******s complaint.
  We have had the pre-paid special order parts since August 2, 2022, that being said if Ms. ****** would like to schedule an appointment for next week she would only owe labor of approximately $620 plus tax. If she still desires a refund, there is a 20% restocking fee. She would need to let us know, what she prefers.
  Sincerely,
  Sport Durst Automotive Group

  Customer response

  03/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: they still never responded either way it took me getting BBB Involved and going to another dealership who knows the owner. So for me I’m very Leary and in fear they will damage my car more. Thank you but no thanks I’ll take my business else where. Thank you for your help BBB.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2017 Hyundai Tucson that I am still making payments on . My boost in my car went out and we got that fixed without a problem. The boost went out again and now Sports Durst is saying it will cost $10,000 to fix the car. We did not receive communication from them so I went 5 times to check on my car. Everytime, no one seemed to know what was going. The last time I went there, they had to have a mechanic re look at the car to see what was wrong with it. My car has been there since May. I have been making car payments on a car that I cannot use. I reached out to Hyundai Corporation and they said they needed a mangager to sign a piece of paper and they would start fixing which has not been done. I received a call yesterday from them asking for more paperwork. They have changed the service writer 3 times since I have been going there and no one knows what is going on. I have not been contacted other than needing the paperwork and my car has been there since May 2022. I have spoke with many people who have gone there and no one is pleased. All of the customers are going to Sjports Durst in ******** They know what is going on and were very helpful. Sport Durst is a disaster...I will never tell anyone to get a car from them--EVER!

  

  Business response

  02/03/2023

  Thank you for the opportunity to respond to the complaint.
  We have been working on getting pre-approval for Ms. *******’s Tucson for a long while. In order to get approval from the Hyundai Corporation you must provide all documentation they ask for. According to our records the 2017 Tucson with 137,000 miles has been at our dealership since August of 2022. Shortly after it was determined that Hyundai Corporation would be in need of documents, we began requesting the maintenance records from Ms. *******, after multiple requests we were given the records to forward. Hyundai reviewed and then requested a copy of the original bill for sale, with her name on it due to her and her husband having gotten divorced, wanting to verify that she indeed was an original owner of the Tucson.
  At some point Ms. ******* told the service department that they were to deal with her boyfriend about her vehicle and provided his contact information. After several attempts to reach him, they reached back out to Ms. *******; she was not happy about the need for more documents, said she was filing a BBB complaint and hung up on the service manager.
  It is not in our control what information Hyundai Corporation will ask for, but without it we cannot proceed with fixing the vehicle or it will not be covered. It is up to the customer to provide the needed information, for the approval to be granted by Hyundai Corporation.
  
  Sincerely,
  Sport Durst Automotive Group

  Customer response

  02/06/2023

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

  I can not find the original bill of sale and Sport Durst said they can not either. 

  What is the next step?
  
  Sincerely,
  
  ********* *******

  

  Business response

  02/10/2023

  This is what Hyundai corporation responded:

  GOOD AFTERNOON *********, AND ****, 
  
  HYUNDAI'S  PA PROGRAM SENT THE FOLLOWING INFORMATION THIS AFTERNOON...
  
  WE *ACTION REQUIRED* HMA IS OFFERING TO ASSIST WITH 50% OF THE ENGINE REPLACEMENT AT WARRANTY RATES. INFORM CUSTOMER OF GOODWILL GESTURE AND DOCUMENT REPAIR ORDER. 
  
  THE ENGINE NEEDED FOR YOUR VEHICLE ONLY COMES AS A SHORT BLOCK...THE APPROXIMATE TOTAL COST IS $16,000.00.  WITH HYUNDAI'S GOODWILL PARTICIPATION IT WOULD LEAVE A BALANCE OF APPROX. $8,000.  
  
  PLEASE GET BACK WITH ME REGARDING YOUR THOUGHTS AND CONCERNS OF THIS OFFER FROM HYUNDAI. 
  

  We are waiting to hear back from Ms. Ferrell.

  Sincerely,

  Sport Durst Automotive Group 

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We towed a car that was in an accident to Mazda Sport Durst collision center. They told us that it would be a few weeks before the car would be looked at. The person we talked to was ******* ******. We dropped the car off 4 days ago! ******* called us today and said that we did not have collision insurance and so there would be a $60.00 charge per day since when we left the car at this center. ******* _never_ told us about this! She said it was on a big sign on the building and we should have paid attention.

  

  Business response

  01/06/2023

  The manager of the collision center met with the owner of the vehicle as he showed up to remove it without paying as he did not have collision insurance. Our manager decided to release the vehicle as we did not have any other fees/time associated and wished Mr. **** and his companion a good day.
  The vehicle was removed from the shop by the owner’s tow company 1/6/2023 around 12:15PM. The customer and I left off on good terms and he said, "Thank you and we are good".
  
  Sport Durst Automotive Group
  

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 16, 2022, my wife and I purchased a 2020 Jeep Wrangler Sport from Sport Durst in Durham. The Jeep was advertised a 'Certified Pre-owned' vehicle. At the time of the advertisement, the vehicle had not had the multi-point inspection that made it a certified pre-owned vehicle. When we viewed and drove the vehicle, we noticed some maintenance items were in progress like tires and air filters. After the test drive and walkaround, we identified that the rear wiper and washing fluid was not working. They indicated that it would be addressed when the maintenance was completed. We liked the vehicle and there was a strong desire from the dealer's sales team to make and close the deal. After the maintenance was completed the following week, we collected the vehicle and found that the rear window wiper and fluid was still not working. They indicated that they missed it during their post purchase certified pre-owned inspection. The dealer's sales team indicated to use the vehicle and bring it back for repair. We used the vehicle to ensure that no other issues were outstanding. We returned the vehicle for the rear wiper to be addressed on 07 November 2022. Since the vehicle was placed into the Service department, it has been the worst customer relations experience. We have been told that the issue was a wiring fault, then a part was defective, then back to a wiring fault. We were informed on 19 December 2022, that the vehicle would be ready to collected on 20 December 2022. When we arrived to collect the vehicle, we were told that the repair was not completed due to a wiring issue. We have spoken with Sales and Service Directors at this dealership. We are constantly being giving story after story as to why they can't repair the vehicle. We have made a request to the dealer to have the repair completed by 23 December 2022 or refund the $10,000 trade-in plus $2,500 down payment. We feel that we were sold this vehicle under false pretenses.

  

  Business response

  12/27/2022

  Thank you for the opportunity to respond. 
  

  We repaired the wiring to the rear wiper. All is working to specifications, Customer picked up vehicle and we feel they are happy with the results. We extended the CPO warranty for the ******** to the same amount of time it was in service also the vehicle was returned fully fueled and cleaned.
  

  Sincerely,

  Sport Durst Automotive Group 

  
  

*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. ↩