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:02/11/2025

  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 purchased a 2022 Hyundai Tucson that was allegedly certified Preowned. Shortly after the purchase I started experience a noise under the hood like something rolling around I called Hyundai dealer and was told I would have to pay 200+ dollars to diagnose the issue. I explained I could not afford to do that and the car was just purchased. By November I had to have spark plugs replaced my car would shake uncontrollably when driving. By January the check engine light is on again in the car the noise under the hood is still happening and the car is again shaking while driving and also slowing down. I reach back out to the dealer explain the host of issues Ive had within a 6 month period. The service person said it would be 200 a hour to diagnose the issue with the car and that I could drop it to the dealer it wouldnt be seen for a few weeks because the dealer is booked with cars to service. Spoke with used car manager **** ****** who assured me he would attempt to find a resolution and get back with me. I have not heard from him since. I reached out to follow up havent been about to get through or a returned call. Spent over 25k on this car that I cannot drive

  Business Response

  Date: 02/20/2025

  To Whom It May Concern,
  Thank you for reaching out regarding the complaint submitted by Ms. **** ******. We appreciate the opportunity to clarify the situation and outline the resolution provided by Burns Hyundai.
  After reviewing the details of Ms. ******* concerns, our records indicate that:
  

  Mis-attributed Complaint:
  The $200 diagnostic fee and extended wait times for service appointments referenced in Ms. ******* complaint were not quoted by Burns Hyundai but rather by another independently owned Hyundai dealership.
  Ms. ****** was unaware that Hyundai dealerships are independently owned and operated, leading to confusion in her complaint.
  

  Immediate Assistance & Warranty ************************** contacted **** ******* he responded promptly and assured her that Burns Hyundai would get her vehicle in for diagnosis as soon as possible. After diagnosis, it was determined that the fuel injectors needed to be replaced, and the repair was fully covered under Hyundais warranty. The repair has been completed, and the vehicle is currently undergoing a final test drive to verify that the issue has been resolved.
  

  Rental Car Assistance Provided:
  Understanding the customers need for transportation, ********************** covered the cost of Ms. ******* rental car while the repairs were being completed, regardless of Hyundais warranty rental coverage policy.
  

  Vehicle Return & Resolution:
  Burns Hyundai intends to return Ms. ******* vehicle on Monday, once final verification of the repair is completed.  **** ****** has maintained communication with Ms. ******* and she has expressed appreciation for the assistance provided by Burns Hyundai.
  

  Request for Complaint Removal:
  Given that Burns Hyundai was not responsible for the initial concerns and has since diagnosed, repaired, and covered rental costs for Ms. ******* we respectfully ask that this complaint be reconsidered or removed.
  **** ****** will speak with Ms. ****** in person and encourage her to update or withdraw the complaint accordingly.
  

  At Burns Hyundai, customer satisfaction is our top priority, and we are pleased to have successfully resolved Ms. ******* concerns. If any additional information is required, please do not hesitate to reach out.

  Sincerely,

  ***** ************
  President, Burns Hyundai

• Initial Complaint

  Date:11/22/2024

  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 have a 2022 Genesis gv70 still under warranty. My car has been taken to the Genesis service department 4 times for my car not being able to accelerate and being stuck on 4500 rpm's. Twice my vehicle needed to be taken in on a flat bed truck. All four times the mechanics at the service department have not been able to find/fix my issue, The only thing I was told is that they can feel it might be the gears slipping. There was a recall on a part that was causing the vehicles to lose power, they took it in and replaced the part hoping that would fix our issue. But within a half hour of me getting my car back, we experienced the same thing, car not being able to exccelarate and stuck on 4500 rpms. We decided to video record the issue to share with the service department. They have had our car for 2 weeks and they still claim they cannot find/fix the issue. We have shared our video with 2 different ase certified mechanics and they both claim it is the transmission.

  Business Response

  Date: 12/17/2024

  To Whom It May Concern,
  

  Thank you for sharing your concerns regarding your 2022 Genesis GV70. We sincerely apologize for the inconvenience and frustration caused by the ongoing issues with your vehicle. Please know that we are committed to resolving this matter and providing the support you deserve.

  To provide clarity, here is a timeline of the steps taken so far:
  

  November 24, 2023: Your vehicle was brought in for a complimentary maintenance service. At that time, you indicated no concerns or reports of performance issues.
  

  February 23, 2024: You reported that the vehicle was going into limp-home-mode. Our technician retained the vehicle for multiple days, conducted extensive diagnostic scans for stored or active trouble codes, performed road tests, and conducted physical inspections. Unfortunately, no issues were identified or duplicated during this visit and therefore no repair was made.
  

  May 24, 2024: The vehicle was brought in for another complimentary maintenance service. You indicated no concerns or complaints during this visit.
  

  November 622, 2024: During this visit, we performed a recall-related software update as part of routine maintenance. Additionally, you reported concerns about the vehicle getting stuck in gear while driving. Our technician conducted diagnostic scans, performed road tests over several days (covering approximately 48 miles), and inspected the vehicle thoroughly. Despite these efforts, the concern could not be duplicated, and no diagnostic trouble codes were detected in the memory of the vehicles systems.
  

  December 5, 2024: Our system indicates that you contacted us on this date to report that the vehicle was again getting "stuck in gear." In response, we scheduled a valet appointment for December 11, 2024.
  

  December 11, 2024: We arranged for a valet driver to deliver a loaner vehicle to your home and retrieve your GV70 for further evaluation. Unfortunately, despite our attempts to contact you upon arrival, we were unable to reach you. Our driver waited an extended period of time before returning to the dealership.
  

  December 17, 2024 (upcoming): We have arranged another valet appointment to ensure a seamless experience. A loaner vehicle will be delivered to you, and your GV70 will be transported to the dealership for further diagnostics.
  

  We acknowledge your concerns about the vehicles performance. If needed, we will escalate this case to Genesis Motor America Technical Assistance to ensure the root cause is identified and resolved as quickly as possible.
  We understand how frustrating unresolved issues can be, and we remain dedicated to finding a resolution. Your safety and satisfaction are our top priorities, and we will provide you with regular updates as we progress.
  

  Thank you for your patience and understanding as we work toward a resolution.

• Initial Complaint

  Date:08/11/2024

  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.

  Car was there, for repair. Got it back 2 days ago.Sam3 issue. It's going back. This has been on going and no one can get it fixed.Want a deal on a new car for the inconvenience of not having my car or a loaner car.******************* was one helping and my opinon did no justice

  Business Response

  Date: 09/09/2024

  September 9. 2024

  To Whom It May Concern:

  We acknowlege ****************** frustration with the serviceability issues on his vehicle. At this time we understand and agree with his decision to replace the vehicle. While we have no interest in selling ************** another vehicle, as a gesture of goodwill we will offer a cash amount as assistance for him to seek another brand at another dealership as full and final settlement of this dispute. The details will need to be worked out, and despite ************** having no ascertainable loss and having his transmission replaced at no cost while out of warranty, our offer is in the amount of $3,500.

  We also will not allow ****************** vehicle to be serviced at our facility going forward, and will not allow any interaction between ************** and any staff member of Burns Hyundai for the reasons that have been disclosed to the BBB Administrator offline. 

  ***********************************
  President
  Burns Hyundai

• Initial Complaint

  Date:06/26/2024

  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.

  Problem is , I get disrespected for calling the dealership to find out what's going on with my car, it's been there for 2 weeks and not one person called me about it. Prior to that. It's bee. There ever 2 weeks. They can't fix it correctly.Excuses for why they don't have a loaner car.

  Customer Answer

  Date: 07/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  From: ******************* <************************>
  Sent: Wednesday, July 3, 2024 10:13 AM
  To: *****************************************
  Subject: Complaint # *********C3BA

   

  I was asked to drop this, by the ** at burns. (Indirectly asked) hence part of the complaint...

   

  But they did give a loaner out. So im gonna respect that and ask to drop the complaint. 

   

  But I want, communicate without Prejudice, continued service.( I shouldn't be told I can't bring my vehicle thier due to my reactions to their tone, or no communications.

   

  There many forms of communication, via text, email, phone, u.s.p.s.....

   

   

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

• Initial Complaint

  Date:06/05/2024

  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.

  Purchased a vehicle for cash ****** and have had nothing but issues since I left the lot with the vehicle. I have had it at the dealership multiple times for the same reasons and it still has the same issues as they keep telling me that everything is fine with it. Ive had the vehicle for about 7 months or so and it has been such a headache and back and forth to the dealership constantly. I feel like for spending so much money on this vehicle I shouldnt be having all these issues Im having.

  Business Response

  Date: 06/11/2024

  To Whom It May **************** am in receipt of the concerns expressed by ************************. As background, ************************ purchased the vehicle on 10/28/23 with ****** miles and has had the vehicle in for service on five occasions since with the last visit on 4/26/24 with ****** miles on it. It should also be known that there have been no charges for any of the service work performed; all of the work has been under the warranty (the warranty expires on 3/30/27 or at ******* miles, whichever comes first) and the maintenance completed was no charge as well. Although we agree that there have been multiple repairs needed on the vehicle during the period that ************************ drove it over ****** miles, there have been no "repeat repairs" and four of the five visits were completed "same day" with the last visit on 4/26/24 taking two days. 

  There is an appointment scheduled for 6/12/24 and we are providing a loaner car. 

  We understand **************************** frustration with the number of service visits that have been required to date. Senior ****************** is involved in her case and the staff at Burns Buick GMC will continue to diagnose and repair what is needed in as efficient and convenient a manner as possible.  

  If ************************ would like to consider trading in the vehicle, we would be happy to provide a proposal for that as well.

  Sincerely,

  ***********************************
  President
  Burns Buick GMC

• Initial Complaint

  Date:03/11/2024

  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 had to leave my 2019 car at the dealership on 2/22/2023 because it was undrivable, the same issue happened to me on 12/6/2023, at that time the car was repaired in 6 days. It is now 19 days and my car is still there and I am told it is being worked on. I leave messages with the dealership service manager & the technical who has my file and all I get is that the car is being looked at. They even assigned me a case manager with the company headquarters in California, who is now on vacation till 3/19/2024 and no one else can assist me because i am not assigned to them. The case manager Dan told me he has called the dealership & they have not returned his calls.

  Business Response

  Date: 03/24/2024

  To Whom It May Concern:

  While some progress has been made, the resolution to Ms. ******** vehicle is still underway. Here is the current update:

  -Burns Hyundai's Service Director (Manny R******** spoke with Ms* ****** and in response assigned our Service Manager (Jason F******) to oversee the diagnosis and repair of the vehicle.

  -Jason escalated the case with Hyundai Motor America's Techline, who recommended replacing the control harness. The harness is a non-stocking part and was ordered.

  -The vehicle was beyond the expiration of the 5 year/60,000 warranty, so we submitted a goodwill request to Hyundai Motor America to assist in the cost of the repair. This request was approved at 90%, with a 10% co-pay/deductible from the customer.

  -Additionally, since the customer has been in a rental car for approximately 3+ weeks, we contacted Enterprise and assumed responsibility for the cost of the rental.

  -The replacement control harness arrived late last week, and a Technician is scheduled to begin the 1-2 day removal and replacement on Monday 3/25. After installation, a series of test drives will be required to validate the repair was successful. Pending successful test drive results, we anticipate the repair should be complete by Thursday 3/28. 

  Customer Answer

  Date: 04/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  From: ************ <*********************> 
  Sent: Wednesday, April 3, 2024 4:15 PM
  To: Better Business Bureau <**************************************************>
  Subject: Re: You have a new message from the BBB of ********** in regards to your complaint #********.
   
  Sorry I didn't respond sooner, I got my car back on March 29, 2024 and it seems to be operating properly. If I 
  have another issue I will immediately contact Hyundai. Thank you very much for help in this matter. 
  

  
  

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