Complaints

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:01/16/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  1.Vehicle offered to me on lease condition. **** was not reflecting any rebates, promotions. 2. Salesman told me that I will save tons of money with Hyundai Tucson Plug in. In reality, I spent more money to charge the car battery, then I spent on regular gas. so I use only gas option to drive this car. 3. Vehicle was sold without any further instructions on how to use. 4. Within 3 days I tried to return and exchange the vehicle. Sales manager denied to do so. 5. I called many times to ask about the cost of charging, possibility to exchange the vehicle. They told me that I have to keep the vehicle that nothing can be done at this point. 6. Battery charging takes 2 hr, cost 25$ and lasts only 20 ml or *************************************************** 7. Sales manager also told me that this vehicle engine will not charge while driving, because of its size. Its only charge when plugged in. Im very unhappy with this car. I would like to return it.

  Business Response

  Date: 01/21/2025

  Ms. ****** visited the dealership and met with ****.  **** addressed her concerns as it relates to the price paid for the vehicle and rebates.  He was able to show her that she was comparing the price of a different vehicle to hers hence the discrepancy.  **** also showed her that she did qualify for and received rebates on the vehicle she purchased.  Regarding her MPG concerns, we have set up an appointment with service and a loaner car to verify the vehicle is operating as it should.  At this time, we are requesting that you close out the case. 

   

  Thank you,

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

  Customer Answer

  Date: 01/22/2025

  
  Complaint: 22819804
  
  I am rejecting this response because: vehicle in the possession of Freehold Hyundai dealership undergoing check up. I will notify as soon as I get results from dealership. 
  there are few discrepancies on MPG, battery charging issues, vehicle operating issues. 
  
  
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:01/08/2025

  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 brought my car in for service on 11/18/24 due to the transmission slipping. I mentioned to them it was the transmission. They said it was not. I was Charged for a bunch of repairs costing me $3,158.79. I picked Up my car 11/21. I figured Everything would be fixed. I had My car for a few weeks when the same EXACT thing happened to my car. They gave me an appointment for Dec 23rd. I asked them for a rent a car which they told me they didnt have any. We couldnt travel for Christmas and had to stay home instead of spending it with family due to not having my car. I should have had it fixed already with the amount I spent. As I said having my car is necessary. I have young children and need to get them ************ to school which is impossible right now. I need a car! I called them numerous times for updates on my car. No one knows anything and Im told someone will call with more information. They NEVER call Back! I have to repeatedly call everyday to try to speak to someone. It is now 17 days that they have my car with no rent a car. I keep getting the run around and no one wants to give me answers. After I had to call them again, They finally told me IT IS THE TRANSMISSION! They finally got the part but cant fix it yet because there are 5 cars ahead of mine as I was told today after calling a few times. 1/8. My car has been there for weeks! This is YOUR mistake. This is no way to treat a customer. My father, stepmother, family and friends have bought from this dealership. After hearing this they will not go here any longer or buy any new cars. This is unacceptable and not how you treat your customers. Ive been nothing but nice and they have NOT once tried to rectify the situation. I know the service takes time, but this is the second time Im bringing the car in for the SAME problem that they should have fixed in the first place. They should have gave me a rent a car a long time ago since I am without a car with 2 young kids.

  Business Response

  Date: 01/10/2025

  Mr. ****** spoke with our Service Manager, Mr. **** ******.  Mr. ****** let him know that the vehicle will be completed or they would have a loaner car by the end of day.  Service Manager added a credit of $304 for the transmission service that was performed on the last visit because of his concern.  They will now replace the transmission under warranty.  He is satisfied with the resolution.  He said he would reach out to BBB to inform you that the case is resolved. 

   

  Thank you,

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

• Initial Complaint

  Date:07/20/2024

  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 purchased a 2020 Hyundai Sonata July 2020. Told it was covered bumper to bumper-10 yrs or ******* miles. ****** light appeared on the dash & was noticed & checked by ***** while getting 4 tires changed. They did a scan & was told that we needed to bring it back to Hyundai as there was a recall. Made appt and dropped car off on Tuesday, 6/25. Received a call on the 26th advising that it needed a new ************** plug which supposedly aren't covered for approx $275 & that there weren't any recalls. Later that day received another call claiming that they could not release the car as it had a scored cylinder, pictures were taken & sent to Hyundai for approval. The next day received another call that Hyundai was requesting more pictures but the girl in service would be out and could not be done until Monday. Asked for a loaner car & was advised that I was on a ************* in front of me. I waited patiently, spoke with the Service Mgr & was told nothing they can do, have to wait for loaner, someone would keep me up to date. Called again Thursday 7/18 & was told that I was still on the loaner list & that the Service Mgr would get back to me. Still have yet to hear back from anyone. I find this unacceptable. They had no problem finding the 2nd Hyundai I purchased in 2023 within 24 hours yet cannot find a loaner car for me? No return call & we are going on 4 weeks that the car has been there. A car is desperately needed as we all work & require transportation. To not even be given the consideration of an update or any effort to find a loaner for us is not only bad business but truly portrays how they handle their customers. Also,if car is covered bumper to bumper why isn't the ************** plug covered? The inconvenience this has caused is also unacceptable. **************** in service **** leaves a lot to be desired. We have referred people to them who purchased the ************* regret it. Any faith we had in them for future purchases are now diminished.

  Business Response

  Date: 07/22/2024

  Our ****************** has reached out to this customer and we will be providing her with a loaner vehicle.  She is satisfied and I believe she will be reaching out to you to close.  

  Should you need anything additional please let me know. 

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

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

   

   

• Initial Complaint

  Date:04/23/2024

  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.

  I own a 2013 Hyundai Elantra. On march 25, 2024 i brought my car in to be evaluated for a new engine, no lights were lit up on the dashboard. After a few days it was determined I would be eligible for the engine replacement. Per dealership staff I would be responsible for aprox $718 and Hyundai would be covering the remaining- approximately $4,000. I agreed to this work and then on 4/18/24 I was made aware of a list of recommended repairs totaling aprox $2000. I declined the $2000 of recommended work. In addition to the recommended repairs I was told my "air bag light" was on. They would do a free diagnosis and get back to me. On 4/19/24 I spoke with service manager **** who made me aware that the cost of fixing the issue with the airbag (and passenger seat) would be an additional $2000. It seemed clear to me that if the light went on after having an engine removed and a new one installed it was linked and should be the dealers responsibility to resolve . **** said it was not the dealerships fault, that the passenger side air bag may or may not work and that I would be responsible for the cost. I refused to pay for the work as this happened "under their watch." Before picking up my car I reached out to sales at freehold Hyundai and asked to leave a message for ***************** Executive manager (I was told he does not have a voicemail and was off today). In addition to this I have filed a complaint with hyundai in general. Upon picking up my car and paying the $750 (tax included) for my part of the new engine I made the service associate ******** aware of my complaint with Hyundai as well as plan to report to consumer affairs and better business bureau. While I am aware that dealerships often inflate car repair prices it seems odd to me both the $4000 total bill and the fact that this dealership was going to charge me $2000 to either fix something that wasn't broken or for something that was broken by their repair people.

• Initial Complaint

  Date:01/07/2024

  Type:Order 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 leased a Santa Fe from (Hyundai of Freehold) in November 2023 after seeing the vehicle and negotiating my lease payments. Once I had everything signed and finalized with ***** their finance officer, I met with their tech person to review the vehicles electronics. At this time I noticed that the vehicles odometer reading was 148 miles. I stated that this was not the original vehicle, which was shown to me and had negotiated my lease payments for. The original vehicle, which we based my lease payments on, had 18 miles on the odometer. After questioning it, I was told it was still a new vehicle and similar to the one I was shown. I decided to review the **** for both vehicles. The original vehicle, which I negotiated my lease payments and signed my deal sheet for, had a higher **** of $1800.00.Fortunately, I had a photocopy of the deal sheet with the lease terms, Vin number and my negotiated lease payments. If I did not have this I would not have any proof of what they tried to pull.I never suspected something like this could happen. I have been leasing vehicles for 20 plus years. They said it was a mistake and the paperwork got mixed up with another folder. I was beginning to suspect they tried to pull a "bait and switch" by negotiating my lease payments on a vehicle with a higher MRSP and then delivering a cheaper vehicle with extra miles on it. They gave me three options for a resolution (in writing) of which all had issues. The least problematic resolution was to have them refund me the difference in the monies between the **** (difference in the lease payments, plus the additional miles) of the two vehicles.*****, their finance person stated that they would issue me a check within two weeks. Its now past six weeks with no response and no refund.

  Business Response

  Date: 01/16/2024

  There was a mix up with this on our end.  The customer has since come in and picked up her check.  She is satisfied with the outcome. 

  Should you need anything additional feel free to contact me. 

   

  Thank you,

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

  Freehold Hyundai

   

• Initial Complaint

  Date:04/18/2023

  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 purchased a new Hyundai Elantra Limited cost $27,000 At the time of purchase I was not told by the sales person that the car didn't come with floormats , Not until I arrived home with the car did I see the car didn't have floor mats . When i was at the dealership I looked at the floor , it was black , I did not notice that the floor mats were not in the car , The entire interior of the car is black so it was difficult to see that there were no floormats , I called the dealer immediately when I arrived home , the sales person said that the mats are an accessory , they need to be purchased . If I was told that at the point of sale it could have made a deference in my decision weather to purchase the car without floormats . I purchased a new 2018 Hyundai Elantra it had floormats , I purchased a2020 Hyundai with floormats . The sales person should have informed me at the point of sale that the car did not include floormats

  Business Response

  Date: 05/02/2023

  Our Sales Manager has reached out to **************, he will be coming in to pick up his new mats. 

  Customer Answer

  Date: 05/03/2023

  Hello. , Just to let you know , I just came from the Freehold Hyundai dealer ,  my problem has been resolved.      The dealership gave me new floor mats.        Thank you so much for all your help
  
  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/20/2023

  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.

  Our 2017 Hyundai ELANTRA failed ** Inspection based on several items that ARE under warranty by the manufacturer. We took this information to our Hyundai dealership, where we purchased the car and have it repaired. The Hyundai ******* representative told us that the parts were fixed/replaced, and we should NOW pass inspection. We again went to the ******** inspection station and failed inspection again based on **************** and now the "Oxygen system." which wasn't a problem on the initial ******** inspection. We brought it back to the same Freehold Hyundai ******* center, and they told us that we needed to "drive the car around" because the car did not reset the "fuel cycle". even though we paid Freehold Hyundai "to manually finalize the fuel system." We wanted a refund for the **************** since the car still failed inspection on the same issue. Now Freehold Hyundai ******* center is keeping the car overnight to attempt to fix the **************** problem. We want a refund for the $180 for the **************** ******* because 1) it should have been covered under the initial powertrain warranty; 2) the initial **************** ******* still failed ******** inspection.

  Business Response

  Date: 01/24/2023

  Our service manager, *************************** had a conversation with this customer.  It was explained that the software update is not covered under warranty.  As a goodwill gesture we have issued him a $100 credit in our service department.  ****************** understood and is happy with the outcome.  Should you need any additional information do not hesitate to contact me.

   

  Thank you,

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

  Freehold Hyundai

  
  
  

• Initial Complaint

  Date:05/20/2022

  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 traded a lease for another lease almost 3 years ago! I now find out that I have over $1,000 in collections from HYUNDAI FOR A AUCTION FEE! Almost 3 years later!! I've been leasing cars for 15 years and I've NEVER EVER heard of a auction fee before! Freehold Hyundai states that this was in their OLD CONTRACT BUT NOT IN THEIR NEW ONES! Seems very sketchy to me! I'm someone who used to always refer everyone to them thinking they were so great!! Well, definitely not anymore they don't even want to do the right thing and resolve this!

  Business Response

  Date: 05/31/2022

  As requested, we are reimbursing ************************ $1,360.00 

   

  Thank you,

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

  Customer Answer

  Date: 06/10/2022

  
  Complaint: 17236054
  
  I am rejecting this response because:*********, this has not been resolved yet. My apologies for not responding to the last notice. 

  
  

  Freehold Hyundai advised that they will be cutting me a check but I have yet to receive anything.

  
  

  Thank You

  
  
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 06/13/2022

  We are cutting them a check but both ***** and her mother are on the lease, we need them both to come in here and sign off on paperwork before we will release the check.  There has been some issues with getting them both in here to sign. 

  Customer Answer

  Date: 06/13/2022

  
  Complaint: 17236054
  
  I am rejecting this response because: This car lease is from 6 years ago. My mother and I have not talked in over 2 years I have no knowledge of where she lives the only number I have of hers I provided to freehold Hyundai and they advised me that the number was disconnected. There must be something done in order to make this right. I advised them that I will come in whenever they need me to come in to make this right.
  
  
  
  Regards,
  
  *******************************