Complaints

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used Hyundai on 9/1/2023. After purchase, I found that the dealer, Riverhead Hyundai, had only one key and could not provide the second key and cover the total expense. ..some $400 for a second key.

  Business response

  09/21/2023

  ****************, 
  
  

  
  We hope this answers your concern again. Good Luck with your new vehicle!

   

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

  Customer Relations Manager

  Customer response

  09/21/2023

  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:

  Only one key being available did not come to my attention until after the purchase and I asked for the second key.  A second key should be provided by the dealer without cost to me.

   

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

  
  
  
  
   
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 2/19/23, Riverhead Auto Mall finance person, *******************, put an unauthorized charge of $4711.64 on my Discovercard. The circumstances behind this are as follows: On that date, a close family friend, ************************* went to try and buy a used car from this dealership. I could NOT be present for this business deal, so I sent **** with a signed and dated letter authorizing Riverhead Auto Mall to make a one-time charge of $3000 ONLY to be used as a down-payment on said car (copy of letter available). Despite being handed that letter, finance person ******************* purposely ran a charge of $4711.64. He forced **** to sign the receipt under duress, saying if he didn't sign, he could not but the car. When I found out, I immediately called to speak to ****. He would not get on the phone. I called a few times and each time, **** would not get on the phone. This was a fraudulent transaction because ******************* did it knowing full-well he was only authorized to charge $3000. In my opinion, Riverhead Auto Mall is not a reputable auto dealership. I am requesting a refund of $1711.64, which is the amount **** charged without my permission.

  Business response

  04/10/2023

  **************, 
  
  

  We have received your complaint and our General Manager, ***** *********** has spoken with **** ******** and he acknowledges the $4711.64 down payment on your credit card,  *** ******** is reaching out to you to discuss this transaction. 
  
   

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

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 17, 2022, I went for a simple oil and filter change. I did want the rear brakes checked since they were never replaced. I also presented a Riverhead Auto Mall Nissan coupon which covered entire brake job for $249. Subsequently after the job was done, I was presented with a bill for just the brakes of $1100. If the coupon had been honored it would have been two times $249 or $499, and I question how I would need front brakes, considering that they were replaced just over one year ago and I only drove a little over ****** miles and being 75 years old, I am not a fast jump on the brakes driver! I feel even if I agreed to pay for both front and back brakes, even without being provided a price quote BEFORE the work was done, I should get a $510 refund!Riverhead Nissan has been dishonest and deceptive and just plain sneaky doing this! Please help.

  Business response

  12/19/2022

  **************,

   

  I have received your complaint and have spoken to your longtime service advisor, ***** and the service manager, ***. Your coupon was applied but the coupons does not apply to rotors. ***** did speak to you and obtained your approval to replace the rotors as they were needed on both the front and rear of your vehicle. When you spoke to *** regarding this you stated that you did not fully recall the conversation with ***** and you would "agree to disagree". Since you have been a long time customer *** did offer you a partial refund which you refused. 

  It is regretful to lose you as a customer we cannot refund you for the cost of both sets of rotors. 

   

  We hope you have the happiest of holidays and we do hope to see you in the new year. 

   

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

  Customer Relations Manager

  Customer response

  02/05/2023

  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:
  Riverhead Auto Mall did not resolve my complaint. They are not telling the truth saying that I authorized replacement of front brakes. This same dealer replaced front brakes only a year earlier. They also say they honored the dealer brake coupon but did not. The labor charge for each front and back exceeded the coupon. Their response to my complaint is not truthful.
  
  
  
  ***** ** ****** ****
  Law of Office Lloyd N. Simon
  
  *** ***** ****** **** ***** *** ************ ** ***** ***** *** ******** ***** *** ********
  
  

• Initial Complaint

  12/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2018 Jeep Wrangler from Riverhead Nissan in June of 2020. Initially, I had an issue with ***** regarding obtaining a copy of my warranty information as the Jeep had an awful banging sound in the rear and the dealership stated "They did not hear it" when I brought back riverhead nissan 2 weeks after I purchased the vehicle. I brought to a private mechanic shop and they found multiple issues with the car that were "covered up" by the dealership including providing me with an incorrect carfax showing a clean car. The car in fact had 2 major accidents and I was not made aware. I have since purchased a new vehicle and requested a refund of my warranty from ***** at Nissan Riverhead. I was told on 09/06/2022 that my odometer statement was sent to the warranty company and it would take 90 days. It has been over 90 days and person in charge (*****) has not returned my phone calls or emails. I contacted the warranty company today, 12/15/2022, and they state she has not filed anything with them regarding my refund.

  Business response

  12/21/2022

  *****,

  I am glad  you spoke to ***** and you will have your check within 90 days. Have a wonderful ******************************************************************************************* Manager

• Initial Complaint

  09/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 8-13-2022 I received a call from Riverhead Auto Mall/Riverhead Hyundai to come see a car I was informed had just arrived. I informed I had just completed an overnight shift, had not slept, needed to sleep before returning to work for another overnight shift that evening, and would it be okay to come another day. I was informed the car would be gone if I waited, and the transaction would take only 90 minutes. My son and I drove to Riverhead Auto Mall and met with a finance manager, I believe he said his name was ***. He immediately began telling me about service contracts, which I made very clear I did not want. He then began to discuss lenders to finance the car and and informed I had secured financing through my credit union. The finance manager informed the cost of the car would increase by over $2000 if I used my own financing because Riverhead Hyundai receives kickbacks from the lenders, and added their lenders offer competitive rates. He ran both my and my son's credit (a hard inquiry) and and we left his office. We met with manager, ***, and as he was reviewing details, I decided to leave, informing ***, I should not be making a major decision when I could not think clearly and had not slept. My son and I left the dealership and went to my car. ****, who is the salesperson came to my car to talk with us. I asked **** if I had a 3 day right to rescind the deal, and he agreed. We completed the deal, only because I knew I could review the documents with a clear mind once I had slept. Surprisingly, I had to request copies of the signed documents 3 times before *** agreed to give us copies of documents other than the bill of sale and a notice about sharing my personal information. After reading the documents the following day, I contacted the salesperson, ****, via text message, informing I wanted to hold off on the deal and informed of some of my issues. I provided my email and requested correspondence promptly. No correspondence ever arrived.

  Business response

  09/21/2022

  
  
  *******************,

  You came into Hyundai after speaking with the sales associate on the phone. You did express that you were tired and our internet sales specialist informed you: "the next day was fine but I can't guarantee the vehicle will be here" so you decided to come in that night with your son. You reviewed every line of the contract with the sales manager of Hyundai, the sales associate and the finance manager then turned to your son and said; "Should we just end the misery now and do it?" You decided to move forward and purchase the vehicle. It is a straight forward deal.  You also chose to put $2500 down and after giving us a check for $2500, signing the contract, taking delivery of the vehicle and leaving you decided you weren't happy and canceled the check. You are currently driving a vehicle that's not fully paid for and money is owed to Riverhead Hyundai. After the sale your sales associate has been in contact with you via text and phone and has text messages through August 18th, 2022. When you told the sales associate you were contacting a lawyer and putting a stop payment on the check he stopped responding, as is our policy. The $2,500 is still contractually owed to Riverhead Hyundai and we will be starting legal procedures to collect the monies owed.

   

  Thank you,

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

  Customer Relations Manager

   

   

  Customer response

  09/23/2022

  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:     First, we arrived in the morning, not the evening. We were treated poorly by the finance manager who would not accept that I had my own fianancing. With exceptional credit (850) I was somehow roped into financing with a lender of Riverhead Hyundai's choice at double what my credit union had offered. The manager stated...'just make a few payments, then refinance. Otherwise we'll need to charge you over $2000 more for the car. We get kickbacks from the bank for the loan".  He ran off a few rates through their banks, all much higher than the rate I had secured. I informed my rate was on a new car, not a used car, and my son and I abruptly left the finance office, never agreeing to using their bank. Then no window sticker? Isn't the law that there be a window sticker? I guess not at Riverhead Hyundai, because they feel they are above that.  I had to purchase a window sticker online because Riverhead Hyundai could not provide us with it. The **** on the car shows as $20,500.00 If I add on white paint ($400), floor mats ($195) and freight and handling ($1095), the total is $22,190. Then *****% *** sales tax ($1913.88) the total would be $24,103, not $27,551.82. What is the extra $3500 for? Certainly not customer service. I was assured I would have 3 days to rescind, which is the only reason I agreed to return to the showroom. I intended to review any documents when I was not exhausted. I should not have to ask repeatedly for documents I signed, which is precisely what I had to do. What was Riverhead Hyundai trying to hide? I soon learned they wanted to hide bogus charges and higher interest rates on forced loans. And only after the fact was I informed (by Hyundai Corporate customer service) that I had purchased a service contract that I explicitly indicated I had no interest in. I reached out the very next morning informing the salesperson to hold off, and listed my reasons for wanting out of the deal, well within the 3 day recision period he had assured me of. He promised someone would email me that day or the following. It's now been 40 days, and still no email. Yes, I stopped payment on $2500 down payment because I wanted out and nobody was receptive. I was overcharged $3500 and Riverhead Hyundai wants $2500 back? That is greed. You made plenty. And, threatening legal action? C'mon. For the protection of the public, I can work tirelessly to ensure everyone is made aware of the unethical practices at Riverhead Auto Mall. 

    

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

• Initial Complaint

  08/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Wanted to lease a Santa Fe hybrid pretty much getting down to it, the salesman had no clue what he was talking about, tried doubling the amount of tax to be paid and there was a **** gap between the buy price after taxes and payments due. When I asked for clarity I was told the numbers dont add up on my lease either. In which I got up and said ** leaving, you do not know how to do simple math the salesman then called me pathetic, flipped me off, made a gesture suggesting I **** *** ***** At no point did I curse nor did I respond with any snarky attitude. I left in disbelief because after asking for simple clarification, none was given. He went to his manager 3 times to clarify payments and I was given a different story each time. Happened on 8/11 around 6:30 pm. Never got his name as he never introduced himself or gave me a card.

  Business response

  08/29/2022

  *** *****,
  
  
  You have our sincerest apologies for our employees behavior. As both of you behaved inappropriately, he was a representative of Riverhead Hyundai and we hold our staff to higher standards, especially regarding respecting our customers. The employee in question has been let go. If you would like to return to discuss the Santa Fe, please reach out to ***** ******* at ###-###-####.
  
   
  
  Thank you,
  
  ***** ******
  
  Customer Service Manager

  Customer Service Manager

  Customer response

  08/30/2022

  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: 

   

   How did I behave inappropriately for questioning someone acting on Riverhead Hyundais behalf when he clearly had no idea what he was doing? He became frustrated and I made a simple remark, which was observatory of the situation. Not once did I curse nor raise my voice and I acting inappropriately? No wonder why he was hired in the first place.

  
  

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

*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. ↩