Complaints

This profile includes complaints for Sport Durst Millennium Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Sport Durst Millennium Automotive Group

  3717 Linden Road Durham, NC 27705

  
• 

  Sport Durst Millennium Automotive Group

  4511 Chapel Hill Blvd Durham, NC 27707-2510

  
• 

  Sport Durst Millennium Automotive Group

  4507 Durham Chapel Hill Blvd Durham, NC 27707

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/06/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 30th 2024 we purchased a 2021 ******** Escalade from Sport Durst for the sum of $74,369.69. I was told the the vehicle was the COO's wife's vehicle. I was also told that there were two keys to this vehicle. One that was delivered with the vehicle (we live out of state) and the other they would send once they got it from the COO's wife. I have reached out to the salesman 4 times via text and once by phone. I have spoken with the sales manager of the dealership as well. The salesman had said I should speak with the manager directly as he was getting nowhere. I asked the sales manager if they could get the 2nd key or purchase another one and send our way since it was verbally promised. Sales manager later got back to the salesman, not me, and was told to inform us that there was no second key and they would not purchase one. I have purchased 49 vehicles over 37 years. Not many of them have been from dealerships for this exact reason. They will tell you anything to make the sale and stand behind very little. I have since purchased another key from ** for $485. Spending $74k on a vehicle I would expect more.

  

  Business Response

  Date: 02/06/2025

  We sincerely apologize for any inconvenience you have experienced regarding your key replacement. To resolve this matter, we kindly ask you to visit your local ******** dealership to have the key cut and made.
  Once the key has been made, please send us a copy of the receipt, and we will promptly process your reimbursement. If you have any questions or require further assistance, please do not hesitate to contact us.
  Thank you for your patience and understanding. We appreciate your business and look forward to assisting you.

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

  **********

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

  Customer Answer

  Date: 02/06/2025

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

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the worst of the worst service from sport durst ******** Here is the account; On Nov *********** I droped my 2018 tucson off for a week to have paint work done along with a few other stuff, I left it there for 1 week while we were out of state. I came back to pick it up on the 18th and was told THAT THEY PARKED MY CAR IN BACK AND FORGOT ABOUT IT, SO NOTHING WAS DONE!!!!I was ******, but they where in luck cause we was going back out of state from Dec 1 -8th and will pick up the 9th. Got there to pick up on the 9th and found out that NO OIL CHANGE WAS DONE, DOOR HANDLe was painted wrong color, spoler was not painted, they charged me $70 for a 12" wiper blade:I was ******, I called the body shop and left 8 messages for manager but they never called me back,Spoke with **** ******, he done nothing,we have spent a lot of money there and to be treated like trash is *********** of this date, NO ONE from there has called to make it ******** please beware when and if you ever take your car there. I do know that they have lost 15 customers cause of they way they done us.

  

  Business Response

  Date: 01/28/2025

  Please see the below facts regarding the situation. 

  Mr. ******* visited on 11/19 for an extended warranty claim. We ordered the necessary part and informed him that the repair would not be completed within the week he planned to leave the car with us. However, Mr. ******* insisted that we keep the car and complete the repair within that timeframe. When he returned, the vehicle had not been finished as we were still waiting on the handle to arrive. Once the handle came in, we sent it to the body shop for painting.
  Upon his return, Mr. ******* expressed dissatisfaction, stating that the door handle color did not match. He also requested that the rear spoiler and roof rails be repainted due to sun fading. The advisor reached out to the body shop manager, who suggested Mr. ******* bring the car to the body shop to inspect the issues and contact his extended warranty for coverage on both the paint and door handle color mismatch. At that time, the advisor clarified that the rails would not be covered under the warranty, as trim items are not eligible.
  The oil change was not requested during the first visit, but Mr. ******* asked for it when he returned the second time. Both the oil change and tire rotation were completed after the vehicle was returned from the body shop.

  A side note: Each time Mr. ******* visits, he raises his voice and threatens to never return, creating a difficult environment for the staff.

  At this time, we feel it is best for Mr. ******* to take his vehicle elsewhere for service. 

   

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22859126
  
  I am rejecting this response because:I

  The responce is a bold face lie. At NO time ******* the first drop was I told the part had to be ordered. I was told the part was in stock.I also stated that the spoiler is covered under my warrent and I want it painted.

  When I came back a week later, ******* told me the " I am sorry I have been so busy that I forgot about your car,the part has been here and that I have been waiting on body shop to reach out to me & the warrenty company.

  ( I called the warrenty company 3 times and was told the same thing: " NO ONE FROM SPORT DURST HAS CALLED " )

  I knew the rails was not covered put said to give est. on paint.

  Brought suv back on Nov 30th to get all work done.Was told that everything will get done this time. I also said to change the oil ( was charged for it but don't know it was done. No sticker and no redo mileage set.) Told also to change rear ****** blade ( They charegd me $70 for a 12" blade ) That I will be back to pick up in a week,. ******* said yes sire this time everything will be done " paint door handle, paint rear spoiler, replace rear ****** blade, change oil, get est. on rails for you to paint.

  When I came back, I saw that the door handle was painted wrong color, the spoiler was not painted, AS PROMISED!! Yes I was ****** and yes I did raise my voice because what I was promised was not done, the charged a high price for a ******. 

  I called the body shop 5 or 6 times and did leave message to return my call, NO ONE DID!!!

  So yes I did say I would never return again for being treated like **** when I have spent so much money there. 

  I am finding out that there are a whole lot more people who has been treated the way I have there and not returned.

  That afternoon I called and spoke with the ** **** ****** about my problem. He said he wil look into it and get back with me, still looking I guess cause I have not herd back from him

   To top it off. Someone there stole my little ***** bear I had in the car that belonged to my daughter that died and they dirted up my driver door.

   So 99% of who ever replied is a bold face lie and they know it.

   

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

  

  Business Response

  Date: 01/29/2025

  At this time, we would like to reiterate our original response. And feel it is best for the customer to service his vehicle elsewhere. We aim to maintain satisfaction but do not feel like we can do so in this situation. Again, here is the recap of the way the events went down, confirmed by several members of our staff. 

  Mr. ******* came in on 11/19 to file an extended warranty claim. We ordered the necessary part and informed him that the repair wouldn't be completed within the week he intended to leave the car with us. Despite this, Mr. ******* insisted on leaving the vehicle with us and having the repair done within that timeframe. When he returned, the repair was not finished, as we were still awaiting the arrival of the door handle. Once the handle arrived, we sent it to the body shop for painting.
  Upon his return, Mr. ******* expressed dissatisfaction, stating the door handle color did not match. He also requested that the rear spoiler and roof rails be repainted due to sun fading. The advisor contacted the body shop manager, who suggested that Mr. ******* bring the car to the body shop for inspection of the issues and to reach out to his extended warranty provider regarding coverage for the paint and door handle color mismatch. At that point, the advisor clarified that the roof rails would not be covered under the warranty, as trim items are not eligible for coverage.
  An oil change had not been requested during the initial visit, but Mr. ******* asked for one when he returned for the second time. Both the oil change and tire rotation were completed after the vehicle returned from the body shop.
  Its important to note that on each visit, Mr. ******* has raised his voice and threatened to never return, creating a challenging environment for our staff.
  Given the ongoing issues, we believe it would be best for Mr. ******* to seek service elsewhere moving forward.

• Initial Complaint

  Date:11/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7-1-24 we purchased a 2024 ******* Tucson from Sport Durst AKA Millennium Automotive Group of Durham, Inc for $30,000. The vehicle was financed through ********************. The vehicle was paid off on 7-18-24. I have not received the title. I've called ******* Motor Credit no fewer than 10 times and I've escalated it to level 2 on 11-12-24 and level 3 on 11-18-24. I have talked to ******* ***** at the dealership and she said on *** printed the title on ***** and I should have it in a week. I still have not received it. I left her a message on 11-19-24 which has not been returned. I paid Millennium Auto Group of Durham, *** a $799 dealer services fee for them to process the license plates, title, etc. I want the lien released on my title, and my title mailed to me. I also want Sport Durst to refund the $799 dealer services fee.

  

  Business Response

  Date: 11/21/2024

  Yes, I did speak with Mr. ******* and offered to help by getting in touch with ************* Finance for him because he told me that they were transferring him all over the place. When I called *** they would not give me any information because we did not pay off the vehicle, the customer did. I told Mr. ******* that I would call him back to let him know what they said. I told him they would not give me any information and he then told me that he would then be filing a complaint. I did not think for a second the complaint would be filed against us.  I thought it was against ****
  
  I pulled the *** record again today and it still shows that the lien is still listed in DMV records. I just got off the phone with *** and was told again that they can not give me any information about the account and that the customer must call.
  
  I informed the agent that per the customer he has called several times and cannot get any answers and that was the reason for my call today. The agent indicated to me that he sees in the notes that the customer has called several times "and yes, he is getting answers but may not be the answers that he wants.That is all I'm allowed to say about this account."
  
  The agent said to have the customer call in or we can call back on a 3way call with the customer on the line.
  

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22586367
  
  I am rejecting this response because:  My issue is not resolved.  While I understand the primary issue is with ************* Finance I paid the Sport Durst a $799 document/processing fee.  I feel there is more they can do.   I do appreciate Ms. ***** efforts, however, ultimately she works for the ******* dealer.  There has to be someone at the Sport Durst ******* dealership (whether it be in the finance department or otherwise) that has contact with someone in a management level at ************* Finance instead of just the low level operators who answer the phone.   

   I have called ************* Finance on ***** and spoke with level 2 escalations.  I then talked with level 2 again on *****, and they increased it to level 3 escalations.  I was provided contact information for a case manager ******** at ************.  I've left him two messages and he has not ever reached out or responded to my messages in 4 days.  Today I talked with ************* Finance level 2 escalations again.  Once I told them I filed a BBB complaint against them as well, and was going to reach out to an attorney for advice they refused to talk to me any further.  They said the case is now a "severity case" and I should get a call from someone in 24 hours.    

  I would expect Sport Durst to provide additional assistance with getting this issue resolved.  I do not believe a three way call with the low level phone representatives at ********************* will do any good.  In my opinion this requires someone in management to deal with.  The vehicle has been paid off for over three months and I want my title.  

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

  

  Business Response

  Date: 11/26/2024

  We completely understand your concerns and are more than happy to get on a three-way call and get it escalated to management. Unfortunately, I have no other way to help. If you would like to contact me directly at ************ or email me *****.********* @SportDurst .com. I am a corporate manager and will be happy to reach out to ************* finance with you on the email.

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new 23 palisade in May of 2023. We purchased an additional sports advantage package and it expired a new after purchase. I called numerous times trying to utilize the coverage and spoke to many individuals whom each gave me a different response...one whom was a supervisor named ***** and he was very rude and he didn't know what the coverage was himself. The tent that was installed was done unprofessional we have bubbles and lines all over ....we never got the cleaning... I called so much and just got transferred back and forth saying I was told wrong information. I gave up because it was becoming stressful and like a part time job with the time it took. Now we have an issue that sounds like shocks on our one year old vehicle and again here we are calling over and over and the phone just disconnects. We should have a warranty or at least when we purchased the car just like the other coverage we were told we had. I do not recommend this dealership at all, they get you in a car and are done or just play stupid after the purchase. We need are car fixed asap or further action will be taken

  

  Business Response

  Date: 08/02/2024

  To Whom It May ******************** style="font-size: 0.875rem;">I hope this letter finds you well.

  I am writing to address the recent concerns regarding the tint on your vehicle. We understand the importance of maintaining the quality and appearance of your car, and we are committed to providing you with the best service possible.

  To that end, we are pleased to inform you that we will re-tint your car and schedule a service appointment at your earliest convenience. To proceed, we kindly request that you provide us with the Vehicle Identification Number (VIN) so that we can confirm your vehicle is still under warranty.
  Please feel free to contact us with any questions or to provide the necessary information. We look forward to resolving this matter promptly and ensuring your satisfaction.
  

  Thank you for your cooperation and understanding. My direct number is ************

   

  *************************;

  Customer Answer

  Date: 08/08/2024

   
  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.
  The service team reached out to me very promptly and we have an appointment scheduled in the next week.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a vehicle in March 2024 from Sport Durst. We paid the property tax in ** the very next day on March 26th and emailed a copy of the receipt to Sport Durst who assured us they would take everything to the *** for processing but being out of state *** take longer to get our tag. Our temporary tag expired so they sent us another one. Weeks went by and still no tag. We have called and texted repeatedly with *********************, COO, about not receiving our tag. We are now on our 3rd temp tag (Which expired in June) and still no tag. **** stated in a text on July 22 that the ** DVM had everything they need to process and could no longer help us but another week has passed (4 months total!) and still no tag. I went to the ** *** today to try and see if I could register on my own and was told the car hasn't been registered since 2023. Apparently, we have been scammed. I have a call in to the General Manager but so far, no reponse.

  

  Business Response

  Date: 08/01/2024

  Hi,
  I have contacted the customer and we are providing her with a vehicle until the issue is resolved. She now has my direct cell phone number, and we will stay in touch to ensure this gets sorted out.
  Thank you,
  *****************************

  Customer Answer

  Date: 08/01/2024

   
  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.
  
  Sincerely,
  
  ******** And *************************

• Initial Complaint

  Date:01/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** 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

  Date: 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

  Date:12/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 03/26/2024

  HI,

   

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

  Customer Answer

  Date: 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

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 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

  Date: 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 Answer

  Date: 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

  Date:06/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 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

  Date: 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 Answer

  Date: 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,
  

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