ComplaintsforIrwin Automotive Group

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2013 Hyundai sonata has a national recall on engine on June 7 2023 vehicle was towed from Sals auto service *** ****** ** ********* ** *** *** **** to Irwin Hyundai Nh ******** *** ******* ** *** *** **** on Jun 19th file complaint with Hyundai of America and received a case number *** *** **** Julie case worker Nicky case ******** phone *** ******* extension ***** spoke with both on June 22 2023 Irwin service and case office one said information shared the other said still waiting to hear back details concerning nation recall on engine left message for Matt B**** on June 22 Irwin Laconia Nh extension *** no car for rental available in Laconia also No information on rental information on national recall amount being affected if any ? Spoke with-car rental option Rochester NH they were asking hundred plus a day decided that was insane price, on June 22 called other dealerships in Manchester Nh they insisted they could not buy this vehicle without being driven there can fax on file filled out all details best to my ability ******** ***** *** *** **** *******@gmail,com ****************@gmail,com

  Business response

  07/05/2023

  It looks like we couldn't get the claim cover, didn't have a loaner nad she wants us to buy the vehicle back? Is that right? Here is what the service advisor messaged me with. I also attached text messages. 

  Good morning *****,
  I did see that there seems to have been some sort of issue? I have attached a copy of our conversation over text, and I had many over the phone as well. This customer was not happy from the beginning due to not having a loaner and the processes taken to long. she came to get somethings out of her car where she continued to make a scene and slam her doors in her car and such, then came back and threw her keys down on the counter at me and stormed off. Please if there are any question please let me know and ill be happy to help the best I can.
  
  Thank you
  ******* ****
  

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my 2017 Ram in to I**** to trade in. After test driving a vehicle they responded "we need to test drive your trade" they never test drove before? I was unhappy with the trade offer and decided to walk away from the deal. They tried over and over to not put me back in my truck. NOW I know why. When I woke the next morning I noticed damage to right front bumper. The appraiser also kneeled or stood on front bumper causing 2 large scratch areas on bumper.

  Business response

  05/31/2022

  The isn't accurate at all. Mr **** is upset we wouldn't give him more for his trade. We explained to him the market for his vehicle and he didn't like the valuation we put on it. Chris I****

  Customer response

  06/01/2022

   I know my dash cam doesn't lie...I will reiterate it again. Your employee parked to close to building and it rolled hitting building. They also climbed on front bumper. I am sure you're surveillance cameras caught it as well. No matter social media is a wonderful place.

  Business response

  06/01/2022

  Again, Mr **** didn't like the valuation we did on his vehicle. Chris

• Initial Complaint

  03/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Please see the attached statement and evidence. "NH Better Business Bureau March 22, 2022 48 Pleasant St. Concord, NH 03301 ******* **** PO Box **** Concord, NH 03302 RE: I**** Automotive Group- Hyundai Location 446 Union Ave. Laconia, NH 03246 Purchased on June 21, 2021 from the Hyundai location- 2020 Hyundai Elantra, VIN#5NPD84LF7LH5***** with 9,959 miles for $18,608. I would like to file a complaint against the above named business for not disclosing prior damage on a vehicle to consumers as required by law. On June 21, 2021 I test drove a car at I**** Auto-Hyundai having previously set up the appointment to do so. I dealt with Chris B***** as my salesman for the purchase. Mr. B***** was kind and courteous during our interactions. He went over the vehicle and its available features. Happy with the test drive I went ahead with the purchase. While providing my personal information to Mr. B***** we continued to speak about the vehicle. I was comparing the vehicle to another one at a different dealership with comparable features for the price that I**** was asking. Mr. B***** stated that their vehicle has low mileage, no accidents and was owned by an elderly woman. He continued on that their dealership doesn't allow for negotiations so the price advertised was not going to change. As I own a 2010 Hyundai Elantra, I decided that based on the year, mileage and condition of the vehicle I would proceed with the purchase for $18,608. I was going to pick up the vehicle 2 days later on 6-23-21 and deliver my trade in at that time. I was originally going to trade in my older vehicle but decided not to and would instead give the additional $500 cash on the down payment to allow the numbers and financing to remain the same. This would be possible because upon returning home after signing the original paperwork I noticed that two different finance companies were noted on the paperwork. One paper stated Citizens Bank while others stated Huntington Bank. I contacted I**** to inform them of the discrepancy on the lien holder information. I returned to the dealer on 6-23 to give the additional $500 down payment, bringing my total down payment to $7,750, and to resign the sale paperwork with the accurate finance company noted. I then received the keys to the vehicle purchased. A few days after receiving the vehicle I was picking up a friend who noticed some minor damage on the vehicle. The rear passenger running light cover has a large amount of scratches that are deep. Looking closely you can see that the light cover has scratches but they end suddenly at the trim plastic cover. The trim also isn't installed correctly and is sticking out in two locations as it's not flush to the bumper cover. Then standing back I further noticed that the rear bumper isn't even flush to the trunk. When opening the trunk you can see a gap where the bumper isn't installed correctly. By the bumper not being installed correctly it also doesn't allow the trunk to close easily. I have to slam the trunk for it to catch the lock and close because it's not flush as it should be. This is also noticeable as the space between the trunk and the bumper is not even. After noticing this, it was apparent that the vehicle had been in an accident and was repaired without disclosing the accident to me prior to purchase. I then contacted my local Hyundai dealership to bring the vehicle in to check the vehicle and to diagnose the speakers as it doesn't seem that the rear speakers are working correctly. I was told there was also a recall on the vehicle from the year prior that wasn't completed. I set an appointment for 7-6-21 and authorized the recall be completed at the same time. AutoFair completed the recall and checked the rear speakers. I spoke with the gentleman when picking up my vehicle about the damage in the rear. I believe he was the service manager but I'm not positive as I didn't get his business card. He informed me that he couldn't confirm that the vehicle was in an accident as it wasn't in the vehicles history. He did state that the trim around the light cover should be flush as well as the bumper cover at the trunk line. He continued to say that although he can't confirm if the vehicle was in an accident but that I was probably correct and should contact the selling dealer for the service history on the vehicle. For the next two weeks I left multiple messages with I**** Automotive service department to contact me regarding the service history. Having not received a call from anyone I then contacted I**** again on 7-22-21. I was finally able to speak to Kaylynn B**** whom is the Service Manager at I**** Hyundai. She stated that she had recently become the service manager and would check into the history for me. I was not only asking about the damage/service records from the rear damage but also why the recall wasn't completed and additionally for the maintenance history as my vehicle notifications was saying that I was due for service. According to the vehicle maintenance recommendations the vehicle was due for an oil change at 7k miles then again at 14k miles. As at this time I wasn't even at 11k miles, I shouldn't be having any maintenance due notifications. Kaylynn contacted me within a half hour of my call with the maintenance records. She stated that there was an oil change done on the vehicle on 4-20-21 at 9,945 miles. She said that it's most likely that the tech didn't reset the notifications to show the oil change was completed. Kaylynn said that the recall was completed on 4-15-21. As recalls are updated on the manufacturers software daily this would have shown months later when my local dealer ran the vin number. This also would have been apparent to AutoFair when they performed the recall replacement. I'm sure AutoFair could easily see if the piece they were replacing was the same as what was being removed. Concerning the rear damage, Kaylynn, said that she sees that the rear bumper was painted but she's not aware of anything additional. Kaylynn said that she would forward to me all the records she shows for service done on the vehicle. She then said that as she was new to the position and would contact the sales manager to ask that he contact me to discuss the bumper damage. Approximately 30 minutes later I received a call from the manager, Gary H****. I asked him about the extent of the damage to the vehicle and subsequent repairs done. It's apparent looking at the vehicle that the black trim around the light was replaced as the light cover is deeply scratched but there's nothing on the adjoining trim and that trim isn't flush to the bumper as it should be. Gary stated that he recalled the vehicle and the vehicle was sent to an outside vendor for the "conditioning" to be done. I asked why I was not told of the damage prior to purchasing the vehicle. Gary said that "for example light damage can be done on a vehicle in a parking lot and if there's no police report or claim submitted to insurance then its part of the conditioning on the vehicle". I said that conditioning a vehicle is small touch ups and cleaning the interior/exterior. It's not replacing body parts and painting a full bumper to cover damage. I told him that the bumper wasn't installed correctly as it isn't straight to the trunk and has a noticeable gap when the trunk is open. I told him the trunk wouldn't close unless it was slammed down. I also told him how the trim around the light wasn't installed correctly and isn't flush in two spots. Gary repeated that they weren't required to disclose the damage but that he would contact the accounting department for the invoice/paperwork from the vendor to see what was completed and would contact me again with that information. To date, I have not received a phone call from anyone concerning the vehicle. Statement- I purchased a 2020 vehicle for $18,608 with 9,959 miles. I was told this vehicle was used by an elderly lady and had not been in an accident. Within days of purchasing the vehicle I noticed damage to the rear bumper. I did not closely analyze the vehicle when I test drove it as I was trusting that the vehicle had not been in an accident as I**** was claiming. I didn't think that I would have to closely look at every body part to insure that a vehicle with less than 10k miles was not in an accident as the selling dealer was claiming. But after seeing the damage and contacting I**** I was told that the damage to the bumper was fixed as part of the conditioning process. Gary claimed that because there was no police report or insurance claim submitted for the damage that I**** was not required to disclose the accident to me before purchasing. Conditioning a vehicle is minor touch ups and interior/exterior detailing to provide a clean vehicle to the next customer. Conditioning is not replacing parts or painting a bumper. Replacing trim and painting a bumper would certainly exceed the $1,000 limit for reporting an accident also. Furthermore, I**** has their own collision center so why would they send the vehicle to an outside vendor to complete? Doing this allowed I**** not to log the damage into the vehicle history with Hyundai which would've lowered the value of the vehicle based on the prior damage. I**** has the capability to do any repairs the vehicle needed and the only reason the vehicle was not done in house was to intentionally deceive the public as to the prior damage and actual value of the vehicle. If I**** thought that the repairs were actually part of the conditioning then it would have been documented and done on site, not sent to an outside vendor to complete. The history on the vehicle from Hyundai doesn't even show that any part was painted or repaired. Looking closely at the paperwork I was given by Kaylynn I noticed that I**** had a repair order started for this claimed conditioning (RO# 991730). This RO is not logged on the history with Hyundai. I personally believe the 9000 RO numbers from I**** may be internal RO's and generated solely for accounting purposes. This would allow I**** to attach any expenses to a vehicle without attaching it to the actual history of the vehicle. I also noticed that the vehicle has extensive repairs noted on CarFax for a vehicle with less than 10k miles. At 2,355 miles the vehicle received the 5k mile service. At 2,378 miles the transmission cooler was flushed. The vehicle shows service done again at 4,148 miles. Then at 5,762 miles a 10k mile service was completed. With less than 10k miles this vehicle has had multiple services completed including a transmission fluid flush and 3 oil changes. With less than 10k miles the vehicle should have only needed one oil change at 7k miles according to the service schedule of the vehicle. I would have been aware of the potential for underlying issues with the vehicle if I was provided with the history at the time of purchase as I requested. I was told there was nothing on the Car Fax as the vehicle was so new, but this clearly is not the case as I was told. As I**** did not disclose any of this information to me should these issues continue under my ownership there is no way for me to insure the vehicle doesn't fall under any "lemon law" for repeated repairs for one issue. It's apparent there is an expected transmission problem as no vehicle should need to have the transmission fluid flushed at 2k miles. A vehicle with less than 10k miles shouldn't need multiple services completed. I also question if the oil change, tire rotation and 4 wheel alignment was completed on 4-20-21. The RO # 277146 does not show any actual time associated with the items as the other items on the RO do. I believe that it was not completed at that time as my vehicle was reporting it needed service with less than 11k miles. From the last stated oil change on Car Fax at 5,762 miles it would be due for an oil change 5k miles later. Bringing the mileage to just under 11k, as it was when it came up on the dash telling me that it was due for service. I**** is required by law to disclose any prior accidents on a vehicle which did not happen. Instead I**** intentionally hid the prior damage by not logging it into the history of the vehicle and having an outside vendor complete the job that I**** was more than skilled to do in house. I**** actually has their own location/business for such repairs, I**** Collision Center. I**** certainly has employees with the ability to complete any auto repair needed on any vehicle. If I**** felt that this was in fact only conditioning on the vehicle they would have not only had the conditioning done on site but also logged the RO# 991730 as such in the history of the vehicle. There is no mention of RO# 991730 on the service history with Hyundai. Every service should be logged on the history of the vehicle with Hyundai and this RO# showing body work was not. Additionally, conditioning a vehicle is detailing which includes washing, waxing, vacuuming, steaming, deodorizing the interior, etc. Conditioning is not removing and replacing damaged body parts or painting more than a minor scratch which wouldn't require removing the body part from the vehicle to do so. The vehicle has visible damage from an accident which also leaves the trunk uneven and having to be slammed to latch closed. I**** intentionally did not disclose the prior damage to me for the sole purpose of deceiving the actual value and condition of the vehicle. I believe that by going to such measures of having an outside vendor complete the repairs that the prior owner may have also received a lower trade in amount due to this condition/damage. I would like to file a complaint against I**** Automotive Group for the above reasons including I**** did not follow procedures/ laws for reporting prior damage, to Hyundai , The State of NH or the consumer. And I**** did not attach/report the vehicles accurate repair history record, to myself as a buyer or Hyundai for the vehicles history. Please note that prior to completing this statement I have also noticed that the drivers door contains a notice sticker that states the actual towing weight of the vehicle has been altered. The sticker is not filled out entirely so there's no way to know what weight is allowed since the vehicle has been altered from its original condition. When having the vehicle serviced for an oil change it was discovered that the tires are wearing unevenly and wouldn't allow a tire rotation due to the front tire condition. The front tires are worn far more than the rear tires. The front tires are evenly worn and the rear tires are evenly worn. How can tires on a vehicle wear at a different rate from front to back? I was told while having the oil change done that tires can wear more or less on each tire if there is mechanical reason but for tire tread to change from front to back rather than tire to tire is not due to mechanical repairs needed. I was additionally told that its more feasible that two tires were changed at one point and that's why the tread is significantaly different from the front tires to the rear tires. This also leads me to wonder if the rear damage that was repaired was not done in a way that doesn't alter the original condition of the vehicle and has not only changed the towing capacity of the vehicle but possibly changed the way the rear tires traction to the road and is affecting the tire wear. The vehicle will need the tires replaced far before the 50k miles they should hold due to the uneven wear from front to back. The resolution that I am requesting is that the vehicle be in brought to the new/unaltered condition as claimed during the sale, portrayed on the vehicle history with Hyundai and as paid for in the vehicle sale. I did not purchase a vehicle that was in a prior accident and due to such accident the manufacturers' towing capabilities are limited, damage is visibly noticeable in the rear and such damage is causing the trunk to not be flush or close correctly. Any damage on a vehicle even after being repaired lowers the value of the vehicle. I have been intentionally deceived for the sole purpose of I**** inflating the known/actual condition and value of the vehicle for their monetary gain. Thank you, J****** **** PO Box **** Concord, NH 03302 (603)********"

  Business response

  03/29/2022

  Sorry but I don't understand the complaint or what has happened to trigger the complaint. If that could be clarified.

  Business response

  04/21/2022

  Looking into this there is no know record of an accident on Carfax. We did have one of our vendors fix a cracked bumper which isn't anything out of the ordinary. We have vendors for dings/dents/windshields/bumpers etc that don't warrant using a body shop. Certainly we would have been more than happy to look at any quality issue after the purchase. The services were performed based on time as the first owner drove very little, hence three services. We did perform the recall, however, service never closed the ticket. We should have closed it so AutoFair would have seen it---essentially it was performed twice. Chris I****

  Customer response

  05/01/2022

  
  Complaint: 17045***
  
  I am rejecting this response because:

  
  I’m not even sure how to respond at this point. I’m not sure that anyone has actually read my complaint in its entirety to get such irrelevant responses from the company.
  I am well aware there is no accident on the history of the vehicle at this point. THAT IS ONE OF THE PROBLEMS!! YOUR COMPANY INTENTIALLY OUTSOURCED REPAIRS THE VEHICLE NEEDED FROM AN ACCIDENT SO NOT TO HAVE TO DISCLOSE THE DAMAGE AND INFLATE THE VEHICLES VALUE.
  
  As for your business having vendors, I have no doubt that you would need to outsource some repairs due to time constraints. But I doubt, that paying an outside vendor to fix a cracked bumper isn’t out of the ordinary. Your company boasts about how it’s a full service collision center yet it needed to pay more for a vendor to fix a crack than it would’ve cost to do inhouse? So, your saying your vendor fixed the “crack” and then the bumper was painted in house as the RO provided shows? I am not naïve; there was more damage than a cracked bumper as the light cover was left extremely scratched and this is considered fixed. Furthermore, a little crack wouldn’t require a sticker on the drivers’ doorframe saying the towing capacity has been altered. I would again ask that I be given the complete invoice from the vendor as I requested last year from the manager and still haven’t received it.
  Concerning the services actually reported on the vehicle, a vehicle with less than 10k miles shouldn’t need any service except one oil change. For a transmission service to be done with less than 5k miles is extremely rare and concerning. But as your aware, there were more services performed on this vehicle that have not been attached to the history, some of which you performed and paid another business to perform.
  Lastly, the statement from I****, “Certainly we would’ve been more than happy to look at any quality issue after the purchase” is ridiculous! Your company, in fact, did the exact opposite which is why I have started pursuing other avenues to resolve this. When contacted I was told the repairs were part of the vehicles conditioning and because there was no police report or insurance claim it was not required to be disclosed. Certainly the damage that was attempted to be repaired exceeds the limits of vehicle conditioning.
  I’m not interested in debating if the vehicle was in an accident. That’s apparent from the lasting damage to the vehicle. The issue is the vehicle was in an accident that I**** neglected to disclose within the vehicles history, to consumers and the repairs made were not attached to the history of the vehicle as required for a dealer to do so. Some of which I believe, was done for the sole reason of inflating the actual value and condition of the vehicle. I was told I was purchasing a car less than 2yrs old with less than 10k miles in great condition with no repair history. What I got is a 2yr old car that had been in an accident, trunk that doesn’t close correctly and trim is messed up, bumper that doesn’t sit correctly at the trunk, light cover scratched and isn’t flush as the drivers’ side is and underlying damage that has altered the towing capacity of the vehicle. All of which was not reflected in the sale, vehicle history or purchase price. Either I**** is going to bring the vehicle to the condition as expressed in the purchase or not. I’m not interested in weeks of irrelevant back and forth while time passes and my vehicle is still worth far less than I**** claimed due to their repairs intentionally not being disclosed as required. 
  Sincerely,
  
  ******* ****

• Initial Complaint

  02/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In October I purchased a Chevy equinox from Erwin Toyota I purchased the vehicle in good faith. My sales person was shamus. When I test drove the vehicle I told shamus that the vehicle sounded loud and I asked that he have the service department take a look at the muffler because it sounded as though there was a hole or a leak in the exhaust. He told me that he had it checked out but everything was fine it just ran a little bit louder because it was a bigger vehicle. Today I went to my personal mechanic to have my window fixed and while he was fixing the window he told me that my exhaust sound loud so he took a peek at it and there is a very large hole from rust and corrosion in the exhaust. I asked his professional opinion about when that could have been there because I had mentioned it to the sales person when purchasing the vehicle. He said with the amount of rust and soot on the exhaust it would have been there long before I purchased the vehicle. He then went on to say that it should not have passed ***** inspection. I called ***** today and was told there is no way that it could have had a hole. He stated there is nothing ***** will do for me. This is a bad business practice. I would not have purchased the vehicle if I had know that after only owning it 3 months that I would have to put such substantial work and money into it. This is not the first time that *****'s service department has dropped the ball. This is an ongoing issue of them not doing proper and ethical work.

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/02/09) */ Contact Name and Title: Nat H*** Used Car Manager Contact Phone: ************ Contact Email: ********************** In reference to Miss *******'s concern, at the time of the sale we did not have any issues with the exhaust and it passed *** NH state inspection emissions test. Now 5 months down the road there could very well be something wrong with the exhaust that could be caused by multiple things. Our used car policy is that we will cover state inspection items at a 50/50 cost within 30 days or 1000 miles of time of purchase. 5 months is a bit of stretch past that. We feel that when doing our used car check list on the Equinox our master technicians would have caught a hole in the exhaust.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On, or about, 10/2/2020 I purchased a new 2021 Hyundai Tucson from Irwin in Laconia. It came with a 24/7 roadside assistance which included a loaner/rental if something happened. The car is now 14 mos. old and has had the (2) required services at 7500 and 15000 miles. The 15k mile service was done by the same dealer (included with the car for 3 years) in July of 2021, at which time they changed the oil. On 11/29/2021 while driving the 40 miles home from work it appears the engine blew. I say assumed because the dealer has not notified me yet. The roadside assistance towed the car to the dealer this morning. At 9:49 a.m. they texted me that this would be how I was updated about my car. At 10:46 a.m. I asked about the covered loaner/rental. At 1:50 p.m. I had to text again asking for an update, at which time they responded that I am eligible for a loaner/rental but they have 6 and they are all out with 2 people ahead of me on a waiting list. I spoke to the Hyundai General Manager (Matt B****) who said he can't give me what he doesn't have and then hung up on me. When I asked to be put on the waiting list so I don't lose my job due to no transportation and asked for the Regional and District Manager's contact, I was provided with Hyundai Consumer Affairs #. The same dealership sent me an email on 11/1/2021 offering to sell me a 2022 with my trade in for $71 less per month but the Hyundai GM said they probably didn't have the new car(s) to honor that offer. Why are these dealers allowed to advertise these things that they are FULLY aware they cannot provide? I would like to speak to an Irwin. Since their name is on all of this I would like them to explain the bait and switch to me. I also need a loaner/rental so I do not lose my job as well as my 1 year old car, that I still have to make the payments on.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/12/01) */ Roadside Assistance doesn't come with free loaner cars as that wouldn't be realistic as not always can a service center provide them. Again, Roadside Assistance doesn't come with free loaners. When available, for example, we provide loaners to customers like ******. ****** had raised her voice and referenced lawyers after listening to the call myself with Matt. She told Matt we should take a loaner from someone retired and give it to her and that we should no longer sell Hyundai's until they improve their warranty. Matt told her he would check with service and then hung up. We have told ****** we would do everything we can to get her a loaner and as of early this afternoon we have freed one up for her. The advertisement that is being referenced has a disclaimer and we had just sold out. Given the inventory situation in our industry this has been common unfortunately. The date referenced was a month ago and since then our inventory has turned over more than once. I did speak with ****** last night and reviewed the loaner situation with her again stating that everyone in a loaner currently is also in a non driveable situation. Consumer Response /* (3000, 7, 2021/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, after 3 days of no car they have provided a loaner, which I appreciate. They are not telling the truth about their misrepresentation of loaners and they failed to mention that while Steve and Rick were professional and kind, Matt hung up on me. I am also hoping that Mr. I**** is not referring to "listening" to the conversation between Matt and me as a recording because that would be a violation of NH's 2 party notification. It should also be noted that after 3 days they still have not looked at my car and I can only have the loaner for 2500 miles. The issue is temporarily resolved but stating that I misunderstood what they verbally contracted doesn't make it satisfactory.

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