ComplaintsforSuresky Hyundai Chrysler Dodge Jeep Ram Genesis

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to this dealership with a friend so HE could buy a Jeep and without my signature or permission/ Knowledge they ran a hard Inquiry on ME. When I found out? And called ? They all scrambled to figure out how to handle this.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a loaner car and we did a exterior inspection prior to receiving the car. Upon returning the car Suresky claimed that I damaged the interior by scratching an interior door panel. Tgis damage was not caused by me. To make matters worse they charged my credit card without my authorization and simultaneously filed an insurance claim the same day for **** dollars.

  Business response

  01/29/2024

  We have multiple photos of the vehicle condition upon return. The vehicle required a deep clean & full detail, along with replacing the damaged passenger side panel. Obviously, the vehicle was not in such condition at time of customer pickup or else they would not have accepted it. Per our loaner agreement, the customer is responsible for any wear & tear to the vehicle and cleaning fees associated with the return. 

  Customer response

  01/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   They don't have pictures of the interior before the car was borrowed. The car was returned the same condition as borrowed other than some dirt. Plus even if the alleged damage occurred that doesn't give the Company the right to file an insurance claim after receiving payment from my credit card company. That is stealing. 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  01/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The car was not in perfect condition when received. A matter of fact **** told me the car was just returned when I arrived. 

   Before receiving the loaner car both myself and Suresky technician examined the exterior of the car for any preexisting dents or scratches. Unfortunately there is no document that listed the preexisting interior damage. This is a loaner car and is not perfect. When I returned the car they gave me a paper documenting that the car was returned in perfect condition. As I was leaving they asked me for the paper and a technician started berating me that I returned the car dirty . The tech was mad, yelled and asked me to return to show me a preexisting scratch on the interior panel on the inside of the door and blamed me. When I told him this was there before he screamed at me, and I decided to walk away instead of allowing him to continue yelling at me and fight. Instead he screamed that he is going to file an insurance claim which he did. So now he filed an insurance claim with my auto insurance Jan24th and charged my credit card for 750 dollars plus 250 dollars the same day. He also has a separate charge Jan 26th for cleaning the car which I will allow to go through even though it is a tremendous amount for a cleaning. Nonetheless there are several problems with both charges equaling ***** dollars.
  1 there was preexisting damage to the interior of this loaner car and there is nothing disputing this.
  2 they have a document in their possession that is signed that the car was returned in perfect condition.
  3 only after getting mad about some sprinkles left in the back did they start claiming there was damage
  4 they simultaneously filed a complaint ruining my insurance premium after charging my card (please see attached filing of insurance claim with the same date as the credit card charges).
  5 never provided an estimate for why a scratch would cost ***** dollars and took the liberty to charge the card without my authorization.
  6 they acted like the prosecutor, appraiser and judge with me,  my insurance company and my credit card.
  
  I did not cause any damage to the vehicle and will not accept responsibility for something I did not do.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/31/2024

  Customer violated loaner vehicle agreement and was charged accordingly.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2018 Hyundai Sonata began having intermittent "no start" issues in August 2023. To exacerbate the situation, the car also had the "check engine" and even when it did start, it was not functioning properly. In addition to the check engine light, it was losing power when driving and it also malfunctioned and went forward when I had the shift in the reverse gear, causing damage to the front of the car. I went to Auto Zone and used their code reader and the bad *** code came up. Because it is under warranty, I contacted Hyundai corporate. The car had to be towed from my vacation to the nearest Hyundai service center which was in **************, **. I shared all of the symptoms and the pictures of the codes on the code reader indicated the *** was bad. It was there for 2 months and they claimed that they could not find anything. The car was towed back to my residence in NY. The car continued to intermittently have the "no start" issue as well as the other symptoms. I contacted Hyundai corporate and they were very unhelpful. I again used the code reader and the bad *** code came up and I shared that with Suresky. The car sat at Suresky Hyundai while I pleaded with corporate to help resolve this issue. They pressured me into allowing them to do the diagnostics again, even though it had been at the ************** Hyundai for 2 months and they claimed they couldn't find anything and even though I had the code reader pictures of the diagnosis, a bad ***. After an hour of diagnosing, they said they couldn't find anything wrong and would need to dismantle my remote start to further diagnose why the car wasn't starting intermittently. I didn't understand why my code reader and the code reader from AutoZone clearly showed the *** was bad, yet Suresky wanted to do 2 more hours of diagnostics and dismantle my remote start.I could not fit all of the details here, so my full complaint is attached below in a supporting document upload.

  Business response

  01/27/2024

  We have been in touch with the customer with appropriate next steps of repair 

  Customer response

  02/01/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******************
  
  
  
   
  
  

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 27th I email Suresky the odometer reading and the pay off information on my 2020 Jeep wrangler that I purchased new from them on August 15, 2020. I asked them to cancel the warranty, I purchased from them and refund me the prorated amount they owe me. I have called weekly and still have not received my refund. Every time I call the timeline changes. It has gone from 2 weeks to 4 weeks, then six weeks and last week it went to 8 weeks. I paid $1975 for the extended warranty and my jeep had ****** miles on it when I traded it in.

  Customer response

  08/26/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our car in because the motor mount was creating noise on our 2016 Hyundai Elantra that was bought at Suresky Hyundai dealer like many of our vehicles. The woman who schedules service said that it was under warranty. For the March 13th appointment we were told we could use the drop off box the night before our appointment. On March 13th I got a call from the service department and was told they didnt believe this was covered under warranty and they would have to check. If it wasnt covered under warranty the repair would have to be ours. Well when we called to check on the status a few hours later we were told it was covered under our warranty. In the afternoon when service called and said they felt this was not the motor mount and if we wanted any work completed. I said no and Ill pick up my car.When we got to the service center we were charged $194.57 for no work completed but a diagnosis fee. We were never told about this so call diagnosis fee we were told if it wasnt under warranty then we would be charged the fee.We NEVER signed anything or was informed about this fee.I reached out to the service assistant manager twice and have been given a run around.He said people sign and they have their fees posted, well if they supply a drop off service customers dont come in!I feel this is a complete rip off to their customers who buy vehicles from them and are not supplied service for warranty items. We have bought many Hyundai vehicles because of their excellent warranty and service. Suresky has failed.I would like some credit at least for future service or some courtesy from Suresky, this is awful. And from what I see now online they have been getting away with this unfair practice. Now we will have to think twice about buying Hyundai and looking for a new dealership who works with their returning customers!

  Business response

  05/09/2023

  To whom this may concern:

  Attached you will find the signed envelope of ************** for ****************. It is to our understanding, per the envelope and the customer complaint on the ** that "customer states motor mounts are making noise", and a phone conversation, that an independent shop had diagnosed the vehicle as needing new motor mounts and that it was covered under warranty. Upon diagnosing the vehicle our technician found that it was not the motor mounts, but the right side lower control arm. This part of the vehicle in not covered under warranty and the customer declined the repair, however, there is still a diagnosis charge for our Advisor and technician's time. 

  Furthermore, It is our company process with all of our customers that we tell them up front that in the event that a repair is not covered under warranty that they are subject to a diagnosis charge. In this case was $179.95 plus tax. No work is ever performed nor is a vehicle even ever looked at until communication is made with a customer. In this case, being it was a night drop, it would have been completed over the phone. 

  On 3/13 @ 12:07pm - Calls in on status of vehicle and acknowledges to the receptionist that he had a call with someone at 7:30am that morning and "explained what was going to happen" He then spoke to his advisor **** who then went over the fact that the tech did not see anything wrong with the vehicles motor mounts and that it was in fact the control arm which *** ****** had declined. Other services were also recommended and those were also declined. At the end of the call **** reiterated that there would only be the 1 hour of diag for the services completed at which time **************** had said ok and thank you and would be in shortly to pick up the vehicle.  

  Customer response

  05/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here We were not previously notified of the diagnostic fee until we went to pick up the vehicle after the service department decided it wasnt a motor mount problem. ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  05/16/2023

  As stated previously, we have call recordings of **************** understanding what was going on with their vehicle and being explained prior to picking up the vehicle that there was going to be the diagnosis charge. We have the customers signature on the envelope of ************** allowing ** to take the vehicle in, and customer acknowledged on the phone that someone had reached out to them that morning and explained everything to them. 1 hour of diagnosis was charged to the customer, that is our rate for diagnosis and diagnosis was explained to the customer not once, but twice during their communication with our organization. At this time we feel that we did our due diligence on this matter and there is nothing left to discuss.

  Customer response

  05/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The company did not accomplish any responsibility on their part and nothing was ever signed or explained that they would be charging $200! Looking at other complains here it looks like its a practice there. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on wednesday november 9 i took my car to suresky for the window regulator because it was making noise and it caused the window to shatter. i spoke to a advisor and she told me it was not covered under warranty because the regulator was broken.the car is 8 months old. i called corporate and the car has a warranty. i want my car fixed. The Dealership Committed fraud they charged a diagnostic fee of ****** for a car thats under warranty this is fraud and service Advisor needs to be fired .I want my ****** fee returned and i want a check for window regulator total ****** Suresky committed warranty fraud

  Business response

  11/28/2022

  We only have a record for a ********************* at that address, not a ***********************. Our records indicate that customer came in on November 9th with a complaint of window not going up or now. During diagnosis it was discovered that the window in question had shatter at some point and glass was found in the door, an aftermarket window had also been installed. window motor was damaged at some point either due to the window breaking or during the new glass being installed by whoever they used to install the aftermarket glass. This would fall under the customers insurance or paying out of pocket which was explained to the customer as ********************** would only warranty the part if it had failed on its own, not due to damage to the vehicle. Customer signed same disclaimer as all of our customers do that should the diagnoses be identified as not a warranty item that the customer must pay the diagnosis fee of $169.95 + tax which is exactly what was collected. Customer had declined the replacement of the window motor at time of visit so only diagnosis was collected.  

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my truck in for warrenty work. The service department wanted to charge me a diagnostic fee and I didn't agree to it. Instead of wanting to fix the front end problem, they said I should swap the front tires from one side to the other. I told them that was the most ridiculous thing to do. I did not give them permission to do that. They went ahead and swapped the tires anyway. I tried calling them to get my truck back in so they could swap the tires back numerous times. They NEVER called me back. I asked for Managers, they gave me false names. I now have to go to Sussex County Dealer in ** about 50 miles away.

  Business response

  03/25/2022

  Good morning,

  The vehicle was brought to our Dealership to have a Manufacturers Recall performed (Y26 Wheel Studs) & to investigate a concern of Passenger Front Tire wearing.   The Customer wanted the tire wearing concern covered under warranty and when he was told it could not be, he became enraged.

  The customer became belligerent, vulgar & abusive with several members of our staff and said he would drive the truck through our Showroom Window and with that statement, we notified the local police department, filed a police report and had the customer trespassed.

  There were no charges levied for this visit. **************** was told to take the vehicle to any dealer of his choice or simply return to the dealer where he purchased the vehicle. We had never serviced this vehicle prior to this event and had no prior history or knowledge of how the vehicle was serviced or maintained.

   

*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. ↩