ComplaintsforRoyal Chrysler Oneonta Inc

• Initial Complaint

  02/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On or about February 3, 2024, I contacted the business through the e-mail portal on their website about paint peeling off my 2020 Hyundai Tuscon I purchased from them. I was not able to attach any photos. On the same date I contacted Hyundai USA through their website and attached photos of the peeling paint. I received no response or acknowledgement from either entity. I phoned Royal Hyundai on February 9, 2024 about their lack of acknowledgement and demanded to know what they were going to do about my vehicle. To date, I have received no response from either entity..

  Business response

  02/19/2024

  I spoke to ****** ********* on 2/19/24. Royal Hyundai has NOT had his vehicle in for service for the paint issue. I made him aware that we could make hime an appointment and what the manufacturer would do once that happens. (Mr ********* declined), Mr ********* said he already reached out to Hyundai Motors America and found out that he was past the warrantable period. 

  I gave Mr ********* both the customer service phone number to open a case directly with Hyundai (he did not open a case when he called them) and the warranty problem hotline. Mr ********* is going to escalate his concern with them. Only the manufacturer can approve warranty work. 

  He has my name and phone number if he needs anything else.

   

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2018 ******* ****** from them in March. Since then the car has broken down 5 times for the same issue. The engine light comes on while driving it and won't go above 30mph. They have replaced knock sensors twice, did a oil change 3rd time and a combustion cleaning 4th time. Now it's back in the 5th time and they tell me it's a knock sensor again. There is clearly something more wrong.

  Business response

  01/24/2024

  ******** ******** purchased the 2018 ******* on March 17, 2023 with 32,331 miles. She came in to Royal Hyundai for service only One time as seen on the ******* log for her Vehicle Identification number. She was seen twice at ****** *******. She currently has 51,766 miles on her vehicle. She drove 19,435 miles in 9.5 months (which high driving in this area is 15,000 miles with 12,000 being average). The repairs performed were under ******* warranty and as noted by the highlited bar ******* ***** ******* has extended the warranty for all customers based on the engine type she has. Unfortunately Royal Hyundai does not manufacture the car or offer the warranty. There is NO replacement or refund policy in *******'s warranty-just repairs. Royal would be happy to go over that information with her. ******** would need to contact ******* ***** ******* to escalate any concerns she has and follow up with ****** ******* as they have been doing the repairs. 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Received mail from them claiming I could win a prize. The prize was $1,000 if you had three cars on the tab. Went in and was basically hassled to buy a car which I kept trying to decline and was even told I could use the guy's phone to call a friend who might buy a car. The real prize ended up being just a knock off cheap smart watch. It feels like fraud when they claimed I could've won that $1,000.

  Business response

  01/03/2024

  We received Mr. ******'s complaint. The marketing company that provided the fliers and the sales event is ***** Marketing. ***** has done thousands of these sales and Mr. ****** is correct in that he COULD win a prize. The problem seems to be reading till the end where the odds are published-but UNlike powerball, there is a guaranteed winner among the entries for each prize. Not even the dealership knows who the winners are in advance. I'm sorry he did not win-it is to our benefit to have the winner in the store. 

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Royal Hyundai/Royal Chrysler owes me $995.00 more for a cancelled premium protection plan. I had paid for a platinum protection plan $1,999.00 for the ******* ****** when I purchased it at Royal Chrysler in June 2023. I never used the protection plan service contract. I was supposed to receive a $1,862.59 refund ($1,999.00 minus $75.00 cancellation fee) according to Royal Chrysler that emailed the signed cancellation forms to Royal Hyundai's protection plan office. Instead, I just received a check for $867.14. The Oneonta, NY Royal Chrysler office said it was Royal Hyundai's protection plan office (******* Protection Plan Administrator, *** ********* ******** ***** **** ******** ** ****** that lowered the amount. I also made a recent BBB report to that office. I am on a shoestring budget, and them cheating me out of $995.00 is a really horrible thing for me. I had purchased a ******* ****** at Royal Chrysler in June 2023, and traded it in on August 24, 2023 at another dealership because the ******* ****** was unsatisfactory and too expensive--the ******* ****** had old wheels as I received it and some engine noise, and its double exhaust tailpipes--when one would start the car, one could smell the exhaust if the car window was open. I did not drive it much, just locally.

  Business response

  10/04/2023

  The money refunded by the service contract company did not match the estimate. The original check was sent to her from Royal ******* and Royal is refunding the balance while pending the refund from the service contract company. Please contact us if there are any further questions... *************

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my van in for mopar warranty work. Was told it needed a wheel bearing evaporator core and a transmission. A little shocked we told them we would drop it off when they had a loaner. The first loaner smelled like someone smoked a pack of cigarettes just before we got it, the second was a 2 door and the third was finally acceptable enough. Until we started driving it. The check engine light was on, the brakes shooks horribly and the front struts were banging around fiercely. After ten days we went to ask Dustin for updates seen how it was diagnosed just needed a computer scan done and the response we got was “we just got it scanned last night I’m going to call the warranty today but they don’t open until 9” the first problem is I was on the phone with the warranty when he told me that. Second problem was saying it would most likely need a full tear down and he didn’t know when that would be. I asked about bringing it to another dealer and was told I could not have my vehicle because the claim was started and the warranty would deny any claim because I took it. Long story short after being told I “was wasting his time” and being told “I know you don’t give a shit” while raising his voice with my husband he demanded us to pay 2 hours of labor before we could have our car back. They did not do any work on the car what so ever other than a 40 minute diagnosis. They didn’t even have pets ordered to get the job done faster. My husband paid one hour so we could at least bring our car to another dealer. The other dealer got it right in and royal was completely wrong about needing a transmission. It needed a transmission pan gasket and was low on fluid. All I want back is my 1 hour of labor that was wrong and for the service advisor swearing at us and telling us all we did was waste his time.

  Business response

  12/21/2022

  I am responding to complaint #********, from ********* ******. The rental car was no charge, Ms. ****** was unhappy with the choices of rental cars while we diagnosed the 2012 ***** ***** *******(under ******* *******.  

   

  The technician who diagnosed the ******* car is very experienced and methodical. In order to diagnose any MOPAR service contract repairs, there is a series of failed tests which must lead to the ultimate conclusion. An independent shop might JUST replace fluid or do the pan gasket to work for "now", but it needs to be the correct fix, if the customer brings it in to the dealer specifically for that. Royal did not charge for the tranny diagnosis time because the customer expressed anger when picking the vehicle up, and this was the simplest solution-NOT to charge her for the transmission diagnosis or the rental car. No parts are ever ordered until confirmation of the parts needed and payment arrangements are made.

   

  Now ********* wants money back from the other authorized services. (Repair order is enclosed) We are happy to explain to her the results, but she does not seem to want to hear that.

  Customer response

  12/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Regards,
  
  ********* ******
  
  
  
  The loaner car was a car that was smoked in and I have 2 small children. The second loner car was a 2 door compact car that couldn’t accommodate 2 car seats and the third was the better of the choices. Your tech may be “experienced” but again this was diagnosed by another MOPAR dealer not an independent shop. The anger expressed was due to the service advisor giving attitude and disrespectful comments of us wasting his time and telling us “I know you don’t give a shit but I do” the vehicle was not diagnosed properly, the advisor was extremely disrespectful and nobody from royal has tried to reach out to us since I spoke to Gavin briefly but passed it on to some lady that didn’t have knowledge of the situation. 

• Initial Complaint

  05/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a car on March 21, 2022. The finance department failed to provide us with a limited power of attorney which we’re still waiting for since we had to request it from the main office of ******* ********* ********. Furthermore the finance manager didn’t provide us with a form MV1L that we need to register the car. We emailed him a MV1L form on April 15 which just had to be filled out and emailed back however it’s still not done. We just hope to get the form as soon as possible since the main office of Hyundai financial services just mail the power of attorney on May 10. That’s all the documents we need to register the car which we couldn’t register for almost 2 months.

  Business response

  05/16/2022

  Let me apologize for the slow response time. I had COVID last week and although I read the complaint, I was not at work to complete the investigation. 

  I spoke to Ms. ******* and she relayed her issues to me and I aplogized to her also. She currently has the POA from Hyundai and is able to complete the MV1L from Pennsylvania. Her intention is to go to DMV on Saturday and I gave her my personal Cell Phone number in case she has an issue while she is there. I also gave her our title clerks information, so she can complete the registration efficiently.

  At this point in time, we have done all we can for her, she just needs to complete the registration at this point.

  Respectfully,

  Amy W*******, controller

*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. ↩