ComplaintsforMastrovito Hyundai

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ongoing issue of leaking oil since March 2023. Paid $233.78 ($193.78 engine cleaning + $40 quarts of oil I personally bought to add to vehicle, when oil was low). The service department at ******* determined that my vehicle was in need of a new engine, after months of going through their protocols of oil consumption tests ,taking pictures, driving 1,000 miles at a time and bringing car to be looked at, etc.) Nature of dispute- I cannot get my new engine installed and paid for by the company, after they themselves, determined this was warranted and still under their 10 year vehicle warranty. They have been dragging their feet in this matter and inconveniencing me since July 10, 2023. Most recently, on Sept. 22-23, 2023 my daughter almost got rear-ended because the car wouldn't accelerate properly after making a left hand turn at a stop sign on her way to school. ******* has not tried to resolve this ongoing issue. We keep getting the run-around with the same story and stall tactics saying that the company hasn't made a decision as to when and if I can get my engine replaced, even though the service department already has determined the engine needs to be replaced. Not only is the car unreliable, but now it has become a safety issue because you don't know when the acceleration problem will occur again. I would like them to stand by their 10 year warranty and replace my engine, as promised. I have been more than cooperative and patient during this lengthy process and don't know where else to turn to for help in resolving this headache of a problem!! All visits to the dealership have been documented by *******, as well, if you need to see specifics. Your assistance in the matter would be greatly appreciated. Thanks so much, **** *******

  

  Business response

  10/05/2023

  Please see attached PA Request from Mastrovito ******* submitted to ******* on July 18, 2023. Mastrovito ******* has been actively advocating on behalf of Mr. ******* and his engine concerns. Upon completing an Oil Consumption Test (which requires a lengthy process of an oil consumption test, per *******'s process, and was started on 3/31/23), Mastrovito ******* submitted a PA Request to replace Mr. ********* engine after the oil combustion cleaning (part of the oil consumption test) found 2.5 QT Down. The PA request is attached, showing all appropriate steps taken and communication documented during this timeframe. On October 4, 2023, the PA was approved to replace Mr. ********* engine. 

  Customer response

  10/07/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I am happy with the progress, but it seems unreasonable to close the complaint until I get my new engine and the issue is resolved.  All I have so far is a dealer saying I am approved for a new engine.  They said I needed a new engine back in July.  Can't we keep this complaint open until I get my new engine and my issues is resolved? Regards, **** *******

  Customer response

  10/15/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   I will just have to reopen it if the repair does not occur.  Regards,  **** *******

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son put a deposit in a vehicle with Hai and was set to purchase a vehicle. Then after speaking to the finance who wanted to sell more warranty which we didn’t need my son changed his mind because they wanted about $3000 more out of his own pocket. It has been over a week and we are still awaiting his deposit to be returned. We’ve asked daily. We have said we want no phone calls and just returned money. We are now in the process of working with our bank to dispute this.

  

  Business response

  07/28/2023

  In regard to Ms. ******* refund request on behalf of her son, ***** *****, the refund was honored prior to receiving this BBB complaint. The complaint was communicated to Mastrovito Hyundai on 7/28/23, but filed on 7/27/23, the same day as the refund was processed. Many attempts were made to verbally communicate with the customer to share customer refund information (response to goggle review which generates an email to the customer, phone calls, and voice mail messages). Attached is the Google communication as well as a copy of the customer's refund receipt. 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a deposit of $500 to Mastrovito Hyundai in Yorkville, NY on Dec 5th, 2022. I was working with the sales rep Hai in April, 2023 for a lease of a 2023 ***** *. After my last text to Hai on 4/11/23 at 11:14 am I did not hear back from the dealer for * days. During this time I leased this car from a different dealer. Since finally hearing back from the dealer on 4/17 I have requested a refund for the deposit via phone with 2 sales reps. I have tried contacting the Finance department but they have not returned my calls. I have tried leaving a message for the GM and also no returned calls. I tried sending a message to the owner through their website and have not received any calls. I wish to receive a refund of that $500 deposit.

  

  Business response

  07/11/2023

  The refund request was immediately processed as soon as Mastrovito Hyundai was made aware that Mr. *********** refund had not successfully gone through in April 2023. Please see attached refund receipt.   

  Customer response

  07/13/2023

  I have reviewed the response made by the business in reference to complaint ID ********.  Please note that Mastrovito Hyundai responded with a receipt of refund that appears to show a date of August, 2022 which is incorrect in that Mastrovito actually made the refund on 7/12/2023 and ONLY AFTER THE BBB contacted them on my behalf.  Had Mastrovito returned any one of my calls all of this could have been avoided. Thank you BBB for the assistance, I find that this resolution is satisfactory to me but am attaching the noted receipt for the record.  Regards,  ***** *********

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Fiancé purchased a 2011 **** ****** from mastrovitos in September of 2022. Within the first month a service advance track alert along with traction control, abs, and other lights kept appearing. Car was brought back multiple times to look at. Received loaner one time out of the many as they serviced the car. Drove off lot after repair and the lights came on immediately. Brought back. Was reassured everything was in great shape and they were unsure. Car was seen multiple times. With no resolution. Brought car in before an 11 hour road trip to have tires looked at and car reviewed to ensure was safe to drive. Was told the car was in perfect shape for the trip. Lost power steering in Virginia coming home with infant to New York and brought back in to service center. After extensive history of being serviced from within the first month of purchase. Was advised now that a significant part the steering shaft would cost myself 1400 dollars. After escalating the best they would do is take off 400 and offer payment plan despite having the issue from point of purchase. Record of services with no resolution. And being told on 5/8 the car was in perfect shape for a road trip. They never offered warranty at point of purchase and due to this they state warranty was declined. Every representative mentioned seeing the history but offered no acceptable solution and we are forced to apply for a payment agreement for about 1000 dollars. Will never do business with or recommend mastrovitos to a single person after potentially putting infant in danger and not rectifying the situation other than offering used part to replace at only 200 cheaper.

  

  Business response

  06/06/2023

  Mr. ******* submitted this claim on behalf of his fiancee, ****** ******. In response to Mr. *******'s statement about Ms. ****** never being offered warranty at the time of purchase, we've attached a copy of the warranty options offered to Ms. ******. Ms. ****** accepted tire/wheel coverage, but declined other services offered. The document is attached with her signature. In regard to the services conducted on Ms. ******'s vehicle, Mastrovito Hyundai assisted Ms. ****** in applying for a ****** payment plan in addition to reducing her parts/labor cost for repairs. Ms. ****** applied for ****** payment assistance. However, in good faith effort, Mastrovito Hyundai contacted ****** and paid off the remaining balance for Ms. ****** in the amount of $885.58. A copy of the payment to ****** is attached. 

  Customer response

  06/06/2023

  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. 

  BBB spoke with the consumer and the consumer confirmed that the matter has been resolved. 
  
  Regards,
  
  ******* *******
  
  
  
  

  
  

• Initial Complaint

  03/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On march 16 I was looking to replace my old truck .I found one listed by this dealership at a price I could afford. I was contacted by the dealership about my inquiry of this veical and was informed it was available.i set a time Saturday the 18th of march at 11.30 am to see the truck. When we arrived at the dealership I was informed the truck was sold .after I confirmed the day befor it was available.this dealership has done this to me twice in the past year promiseing to sell me a vehicle at affordable price both time they would sell the vehicle I was willing to purchase.

  

  Business response

  03/30/2023

  On March 17, 2023 at 12:51 PM, Mr. ******* scheduled an appointment to visit Mastrovito Hyundai for March 18, 2023 at 11:30 PM. Mr. ******* preferred to look at the vehicle in person and did not place a hold deposit on the vehicle. Mr. ******* arrived at Mastrovito Hyundai for his scheduled appointment on March 18th. Unfortunately, due to no hold deposit being placed on the vehicle by Mr. *******, the vehicle was sold to another customer prior to Mr. *******'s visit.  In regard to Mr. *******'s statement that this is the second time a vehicle was sold prior to his appointment time, according to appointment records, Mr. ******* did attempt to make a deal, however; chose not to purchase at that time.  

• Initial Complaint

  03/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I put down a deposit for an ******* ***** * with mastrovito ******* in December 2022. It was supposed to be delivered in January 2023. Based on further research on the vehicle I decided to not take delivery of the vehicle. I requested my deposit back from ******* multiple times and they did not return it.

  

  Business response

  03/14/2023

  On 3/14/23, a refund was processed by Mastrovito ******* for ***** ***. As soon as the refund processing delay was brought to Mastrovito ********* attention, quick action was taken to resolve the concern.  

  Customer response

  03/15/2023

  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.   Regards,  ***** *** 

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 30 thousand dollar 2015 **** ******** from these people around April of 2022. Less than a month later we were already having problems with the brakes. brought that up to their attention and made a service appointment. They looked at it and said there’s nothing wrong. A coupe weeks later the engine light goes on. We had a service appointment up but by the time the appointment came, the engine light turned off so we ended up canceling that appointment. A few more weeks later and we make another appt for the brakes and the engine light that came on again. By the time the appt came the engine light turned off and was told the breaks are fine and the engine light was off so no issue they said. now it’s about nine months later after the original purchase, and the engine lights back on and second gear won’t shift properly. We had a service appointment set up and we were quoted a repair bill of originally $3600 to fix brakes, seal around gas cap and a vacuum pump. After mentioning the above issue I was told Hold on let me talk to the owner and I’ll call you back. She calls back and said he’s willing to discount it to $2079.50. I truly believe there was pre-existing issues before the car was purchased, which is why the engine light kept going on and off and when I asked for The New York State inspection report from the day it was inspected. they said that they don’t have it. I should have it when I don’t and never got one. Either way on a 32 thousand dollar car that’s less then a year old. I would really expect to have no issues within the first year. This wasn’t a cheap 10k car. This was a lot of money and I’m sure they can afford to get this fixed. I even referred a friend over here that bought a car but now I can assure you I would not recommend anyone go here. so now I’m bringing this to the attention of the BBB and the New York State DMV. Even if nothing gets done by this company. I hope I can help someone else before going here.

  

  Business response

  02/21/2023

  Re: ******* ****  ID Number: ******** Response to complaint:  Prior to this complaint being filed on January 18, 2023, Ms. **** spoke with myself, Gina M***************, Customer Care Manager at Mastrovito Hyundal, to discuss a negative review Ms. **** posted on a review platform. During that conversation, Ms. **** was informed that all service work would be taken care of by Mastrovito Hyundal and she would not be required to pay for any services out of pocket. She would also be provided with a complimentary loaner vehicle while her 2015 **** was in the repair shop. Ms. **** removed the negative review.  Ms. **** dropped her vehicle off at Mastrovito Hyundal Service Center on January 24, 2023 and was provided with a loaner vehicle. Ms. **** was notified that service was completed and picked her vehicle up on January 25, 2023 at 10:30 AM. Ms. **** was not charged for any parts or service labor. The Customer Care Manager met with Ms. **** and ensured that she was satisfied with the service that she received. Ms. **** stated that the negative review and complaint to the Better Business Bureau (BBB) was filed on the same day; however, Mastrovito Hyundai reached out to make things right prior to the BBB letter being received at the dealership. Ms. **** stated that she was satisfied with her service and thanked us for assisting her so quickly.  Gina M********* *****  Customer Care Manager, Mastrovito Hyundal  ************ * *************************  

• Initial Complaint

  12/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Daughter bought a vehicle within last year. Within 3 months had electrical issues. Was brought to dealer in September. Was to tested driven several times and they could not figure out issue. Would call on weekly basis as no one would call us back to get update. Given run around every time. Ask to speak to owner ( Frank). He has yet to give decency to return call. It is now December and vehicle is still there. Have requested a meeting with owner, Nothing!!

  Customer response

  12/16/2022

  I purchased this used vehicle for my daughter. 

  

  Business response

  01/03/2023

  On December 6,2022, an appolntment was scheduled with Mr. ******* to meet with the Owner of Mastrovito Hyundal, Frank Mastrovlto, as well as service advlsor, Braeiynn M******. The purpose of this scheduled meeting was to dlscuss the status of his daughter's 2015 ************. Mr. ******* did not show up for the appolntment. As a result of the mlssed appolntment, Frank Mastrovito contacted Ms. ***** ******* due to negative the vlews that she posted and to posslbly reschedule the missed meeting.Thls report was filed on December 16.2022. Mastrovito Hyundai made an assertlve effort to rectify any customer concerns prior to the submisslon.; A new meeting was rescheduled tor December 19,2022, at 11:OO AM, Durlng thls meeting, aplan was put Into place by Frank Mastrovlto, presenting two optlons for tho customer: one to move forward with the exlsting 2015 **** ******** and one for purchasing a 2019 Hyundal Tucson.On December 21,2022, ******** ******* picked up the 2015 **** ******** from Mastrovito Hyundai Service Center.Ms. ****** ******* has since removed all public negative reviews towards Mastrovito Hyundal.' Customer Care Manager, Mastrovito Hyundai###-###-#### '

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Multiple attempts to remediate without success. A 2013 ******* ****** was purchased from Mastrovito Hyundai on 9/29/21 for both business and personal use. Platinum tier warranty was also purchased. The automobile was returned for first repair of calipers/brakes, and backup camera on December 14, 2021. Paperwork and verbal report show all of these as functional and inspected prior to sale- however the backup camera was noted by this writer and confirmed by salesperson upon sale as in need of repair. This automobile was again returned to Mastrovito Hyundai for repair on January 27, 2022, as it was undrivable. As of today August 24, 2022, a full 209 days in their possession, the vehicle remains in disrepair at Mastrovito Service Repair Center. Mastrovito service reports the following attempts to fix: Initial attempt- new control wiring harness and inhibitor switch; second attempt- clean up the grounds; third attempt- replaced the ecu an reprogrammed the ecu; fourth attempt- replace new key module and new key immobilizer- creating a new malfunction; fifth attempt-replaced ne shifter assembly; sixth attempt- replace new ecu as faulty; awaiting new ecu as of April 2022, reported on backorder for 6 weeks, as of today August 24, 2022, it remains reportedly, on backorder; sixth attempt- August 22, 2022, reportedly "going in a new direction". Mastrovito only contacted this writer for an update on the vehicle once they received a complaint from Hyundai service questionnaire- as they were negligent in offering updates on the vehicle. At that point, I only received the one. I have carried monthly bank loan and insurance costs for this vehicle throughout. I refused a car rental only until this month. It is clear despite my assurance from Mastrovito that this vehicle is mechanically sound, and that any repair would be expeditious given the purchase of the Platinum warranty- they have failed miserably given the 209+ day timeframe. I am requesting a full refund.

  

  Business response

  09/09/2022

  Response to complaint:

  Ms. *******s vehicle was brought to Mastrovito Hyundai Service center on January 27, 2022. This vehicle has been pending repair at Mastrovito Hyundai due to a nation-wide back ordered part (power train control module - PCM) since April 28, 2022. The PCM is necessary to ensure that the vehicle is fixed completely.

  Mastrovito Hyundai has contacted Hyundai Tech-line multiple times for recommendations and suggestions to complete repairs. As evidenced by the timeline below, Mastrovito Hyundai has attempted several "fixes" by ordering various parts:

  Inhibitor Switch ordered on 1 /27 /22

  2nd Inhibitor Switch ordered on 2/2/22

  Wiring Assembly ordered on 2/7 /22

  PCM ordered 4/28/22

  Smart Key Module ordered 4/11 /22

  Key Fob ordered on 4/20/22

  Keyless Entry Receiver Ordered 4/22/22

  Transmission Lever ordered 4/26/22

  The aforementioned parts were recommended by Hyundai tech-line and by a Mastrovito Hyundai Master Technician as an attempt to fix Ms. *******s vehicle. Unfortunately, the vehicle will not be fixed completely until the PCM monitor is received. Ms. ****** has been regularly updated regarding the steps Mastrovito Hyundai Service has taken to resolve the vehicle's issues and acknowledged that it would remain at Mastrovito Hyundai Service until the necessary part was received.

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my 2012 ***** ******* on October 6 th . When I test drove it it need a new muffler and air conditioning fixed . It was in the shop week and half before I got it back I was told everything was fixed I drove it to do some errands that day check engine light came on and my air conditioning didn’t work . Brought it back the next day they said they would fix it which the said they fixed both so I drove it off the lot and the next day same problem had to bring it back again this time they keep my car another couple days said I have a evap leak and the air is, it works I came back and demanded a new car was told not possible I was trying to be reasonable then and said ok fine they would fix it no cost to be but the evap mechanism is broken I have to wait so I’m still waiting for that and also for the third time bring it back they final fixed my air conditioning it was a lose tube that could have been fixed from day one . But people are incompetent. Oh did I mention I’m going to Florida hoping to take this car I finally get it back told it safe to drive I still don’t believe them bring to my trusted mechanic and was told the transmission has a code reading and so does the thermostat and oil pan is rotted . So I marched it back and talk to the owner asked to start over for a new car was told. O this car is fine he did proceed to fix so he said the oil pan gave us a new one and the transmission cover replaced it told me he didn’t need to fix this for me he was doing me a favor said I was able to drive to Florida so we drove it well I’m here some how by the grace of god cause my transmission is going in the car check engine is still on it lurches forward when you press the gas and when you try to get up to speed on the thruway it gets stuck in third gear and I have to turn it off and turn it back on . I have called and told them. They said the transmission could be over full. By them. we where told to bring it home if we brake down they will pay for us to get home.

  

  Business response

  11/18/2021

  The business called and said November 16th at 3:20 PM the consumer left a message that the matter had been handled. Gina M*************** from the business noted that this has been resolved

  Customer response

  11/18/2021

  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,
  
  ******** ****
  
  
  
  Yes it has been resolved and we came to a agreement. And are both satisfied with the out come 

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