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:10/20/2024

  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 purchased a 2023 Genesis **** in July of 2022 from Crestmont Hyundai of Brunswick, Ohio a licensed Genesis dealer. I always had it serviced at regular intervals. The service department stated that no valet service was available so I drove a little over an hour each time for regular service. A loaner car was always provided. When my last service appointment was scheduled for Aug. 15, 2024 I was told valet service was reinstated which I agreed to. The valet picked up my vehicle that morning. I had my vehicle cleaned to the point of looking new. After the same valet returned my vehicle Aug. 16, 2024 I found white road stripe paint splattered along both sides front to back and all four wheel well liners. I sent pictures back to the service department right away. I also have before pictures showing the condition of my vehicle the morning of Aug. 15. Customer satisfaction is at the bottom of this dealers list not accepting any responsibility to remove the paint and replace the wheel well liners defending their driver and even suggesting that I drove through the paint. After corresponding via email since the service department claimed they couldn't contact me through my phone number I was asked to get an estimate from a local body shop which I did and sent it to the service department. The only reply was that they received it. After two weeks of back and forth through email they wanted me to contact ODOT and try to get financial assistance for any repairs suggesting I am responsible for any costs. I don't believe I should have to pay for any repairs since this issue is the fault of the dealership. All I want is the dealer to do the right thing and remove the road stripe paint and replace the wheel well liners. I am disappointed with how this dealer approached my issue and the condition of my vehicle upon return from being serviced. The dealer ignoring this issue is unacceptable.

  

  Business Response

  Date: 10/22/2024

  We appreciate you choosing Crestmont for your place of business  We are happy to continue to assist you with your auto needs.  Just to give you some information regarding your valet service, we have offered you loaners in the past because your home location is a little beyond our valet perimeter.  We adjusted our valet distance to try to assist you and show you that we appreciate your business. 

  As for the issues with the road paint, there seems to be some misunderstanding in our last communications.  We are not ignoring you by any means.  We offered to assit you but you declined.  We understand that your Genesis may have had the unfortunate event of getting roadway paint on it from its last trek between your house and our dealership.  We say unfortunate because we do not have any contol over ODOT painting the roadways.  We apologize for our misunderstanding in our previous conversations but to clarify, we offered to have your car looked at and professionally cleaned.  This offer still stands if you could bring us your vehicle we will happpily have it attended to.   

  Customer Answer

  Date: 10/25/2024

  I am satisfied with Crestmont's response as long as all road paint is removed from the body and fender liners of my vehicle. I will bring my vehicle to Crestmont as soon as arrangements can be made.

• Initial Complaint

  Date:10/17/2024

  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.

  In april I had loud noise coming from the sunroof and I went to crestmont Hyundai in Brunswick where I bought my car from and asked to get checked on that noise and to fix it … took them months to locate the noise and they broke my windshield while trying to replace the windshield which had no problem and then they tried to replace some sorta of brackets in the sunroof and didn’t worked and by the end of the story they replace the sunroof by other dealership that they deal with and still had the noise … and I keep explaining that the noise occur when it’s hot outside and the sun hit the car and make the metal expand and make click and rattle noise … and they had no idea what going on plus they damaged my car with dents and scarfed over the the car roof while replacing the sunroof… horrible job and completely and unprofessional and when I went last time there I got kicked out by thier service manager ***** … he told me to not come back there and to look for new dealership… and now my car stuck in another ******* dealership and my case manager doing poor job to get the job done … completely circus and I hope I can get fair treatment , because I pay 701 $ a month and I get treated really bad and unprofessional please help me

  

  Business Response

  Date: 10/22/2024

  We are sorry that you still seem to be having issues with your vehicle.  We have been sympatheitc to your concerns from the beginning  Knowing that you had been to other locations previous to our store we tried treating you with top tier customer service.   From the moment you dropped off the car you were placed in a loaner at no cost to you. We offered the loaner becasue, as we discussed, we anticipated a lengthy repair turn-around due to the obscurity of the noise. We put our shop foreman,an extremley knowledgeable technician, on your vehcile due to the difficulty involved in even verifying the concern. Due to failed attempts to repair this vehicle in the past at other dealerships, ******* engineering was made aware of the car's presence at our dealership. In collaboration with Genesis engineering, a technical service bulletin was dicovered that could apply for creaking in the sunroof. Next step, we ordered parts per bulletin and they were installed the day that the parts arrived. After work was completed your vehicle was test driven again and unfortunately, it was discovered that the noise still remained. Engineering was once again involved, they advised the next step was to replace the entire sunroof assembly. The parts were ordered immediately and arrangements were made with a body shop to have the car and the parts delivered to complete repairs at this off site body shop. After parts and your ******* were delivered offsite, repairs were completed and the car was driven once again driven to verify the noise issue was resolved. Once it was confirmed that the repair took care of the issue you were called and your vehicle was returned to you cleaner than when it had arrived to us. Side note, while your ******* was being repaired you were given timely updates by the corporate rep., her supervisor, and mainly our service writer. 

  I believe we have shown you that we value any and all customers.  We have continually tried to provide you with the best service available from the beginning.  Unfortunately due to your treatment of our employees, we chose to ask you to seek any additional service elsewhere.  We wish you nothing but the best but prefer not to do business with you. 

   

  .

  Customer Answer

  Date: 10/22/2024

   I am rejecting this response because:
  
  What you mentioned doesn’t match and apply 100% what you wrote … and I completely refuse his answer and this kind of treatment and I didn’t seeks any problem , your service manager ***** came angry and said couple few words that not matching his behave as a manager , all what I asked is to get my car fixed and you guys were mad at me bcz I came back again for the 5th time , I’m really disappointed and upset from this behave and you guys have no right to treatment that way , and this answer was completely different from how you guys treated me … 

  

  Business Response

  Date: 10/22/2024

  As stated in previous reply, we feel for your current situation. My understanding is that the other dealership is refusing to work with you?  While we prefer that you seek assistance elsewhere we have agreed to have your car reviewed by ******* field rep here at our location. 

  Customer Answer

  Date: 10/22/2024

   I am rejecting this response because:
  
  Like I said before, the type of behavior and attitude that ***** was trying to push me to go find another dealership to get my car fix wasn’t professional and I tried to tell him that I have same issue but he refused to listen and came out of his office yelling and acting at level that not match his position there , it’s been 4 attempts to fix my car and your people at crestmont Cadillac left dents and scratches over my car hood while they fixing my sunroof, and they broke the headliner inside my car and I tried to explain that but no hope got kicked and yelled at and threatened that if don’t leave you will call the cops one me and **** in the background kept saying it’s private property which didn’t make any sense , I looked for professional behavior and act but got nothing only more damage to my car and more noise , and that why I started preparing all what I needed to support  case with my lemon law lawyer!!! Because that not acceptable at all I bought the car from your dealership and I trusted you guys and that how you treated me … not good at all 

• Initial Complaint

  Date:09/03/2024

  Type:Order 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 sat down with ***** at Crestmont Hyundai and straight out said that I wanted to release a new vehicle but I did not want to eat the cost of mileage overage. He said I would not have to pay that since I was releasing. I just received a bill in the mail for almost $3,000 for mile overage. When asked about this he stated that I said you will not have to pay "turn in fee's". This is not what I asked specifically since that was my "main" concern about paying any additional mileage fees. I was tricked into a new lease because he wanted to use "different" terminology. This is incredibly disrespectful to a customer! This is exactly why I hate dealing with dealerships, they promise you one thing and turn around saying I didn't say that. I will never ever recommend *****. If that was specifically my concern, he should have been upfront saying I can not make the mileage charges go away, you will have to pay them. I am an educated person. I would understand that. He completely disregarded my ONLY concern to get the sale.

  

  Business Response

  Date: 09/07/2024

  After speaking with *** ***** we have come to a mutual agreement. 

  Customer Answer

  Date: 09/09/2024

  I am awaiting a written offer from the dealership regarding the mileage overage fee. 

  

  Business Response

  Date: 09/11/2024

  *** ***** did request a response in writing.   Based on the situation and communication issues we understood and completed her request. Resolution has been reached between both parties. 

  Customer Answer

  Date: 09/16/2024

  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.

• Initial Complaint

  Date:04/14/2024

  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.

  Crestmont advertised a 2024 palisade calligraphy with a white exterior online for more than $4,300 in discounts/rebates. I spent 5 hours negotiating a price at the dealership and was then told they couldn’t sell this vehicle. I was offered a different vehicle at a higher price. Crestmont continues to advertise this “no sale” vehicle online knowing they are unable to sell it. After emailing with Crestmont for days I was told they would beat all competitor pricing and meet their MF of .00223. After running my credit, I was told my credit was less than *** which isn’t true. I was told a .00287 MF was the best they could do. Thinking about walking out, they then offered me .00263. My “new” vehicle has several major defects. When returning to dealership, I was told these issues are normal. Crestmont didn’t disclose any service history on vehicle even when asking for them. Crestmont is not reporting accurate mileage on their vehicles online, carfax, the service history records, nor was the mileage accurate on my lease agreement with a difference of 353 miles. When I question what their fees were in detail, I was told a $200 documentation fee was regarding license plates and would receive a refund for what is not used. $36 plates and $79 refund only totaled $115. Crestmont advertised my vehicle as “new” when I feel this is not the case. All the “new” car protective film was removed inside and out, And the vehicle had more miles than originally told. It’s without question Crestmont is using bait and switch tactics and continues to misrepresent the availability of motor vehicles. They are using deceptive tactics and promising consumers low cost vehicles and interest rates and then fails to make the vehicle or interest rate available. Failed to disclose service history and hidden defects.

  

  Business Response

  Date: 04/15/2024

  We were sorry to hear that Ms. ****** had an issue with her new Palisade.  We have tried to assist Ms. ****** with an issue that occurred on her Palisade in the past but unfortunately we were unable to duplicate her concern.  If there is still an issue with Ms. ******** Palisade we can get her Palisade into service and have it diagnosed.  If Ms. ****** would like assistance from Crestmont she can reach out to me anytime and I will happily set her up with a service appointment to get her Palisade inspected again.   
  
  As for still advertising the Palisade Ms. ****** originally chose, yes, we still have this Palisade advertised.  Unfortunately we still have a stop sale on that particular Palisade due to a recall issue.  FYI, tentative date for remedy for recall to be available is April 26th (subject to change by Hyundai of course).  Unfortunately, I am not sure where the “bait and switch and sell a different vehicle at a higher price” comment came from since we sold her a comparable Palisade at a lower sales price.  On that note, we notified Ms. ****** about the recall as soon as we realized the unit she was considering was affected.  To assist Ms. ****** we offered her comparable Palisade Calligraphy at a better price.  On a side note not every unit is affected by a recall at times, the unit Ms. ****** agreed to  purchase did not have the recall attached to it. 

  While we can appreciate a few customers like to see all the plastic and stickers all over a car most customers prefer these materials to be completely removed from their car before they even demo it.  That being said, I wish we could say that we were perfect in removing all the stickers and plastic but unfortunately some items slip through the cracks at times.  We do the best we can to keep our customers completely satisfied but in this case it sounds like we missed the mark and this customer would have preferred to have all the plastic and stickers still on her new Palisade.  We are sorry that we let her down.  
  
  Also, not sure about the comment regarding service records not being disclosed.  This is something we practice on used and CPO units but not typically on new inventory as new cars typically have only had a PDI (predelivery inspection) completed on them.  If Ms. ****** would like to see a copy of the PDI for her Palisade we will happily provide her a copy.  
  
  Ms. ****** noted something about correct mileage on odometer?  Not sure what this is either, we delivered her Palisade with 358 miles on her contract and title paperwork.  In order to prevent a unit being delivered with the wrong mileage we have a practice of taking a photo of the odometer on all cars sold at time of delivery to use correct mileage.  The photo we took has 358 miles on the odometer.  I have attached a copy of the first page of her lease agreement with personal information blacked out but you can see mileage disclosed is 358 miles.  I have also attached a copy of the photo we took that day for reference. 
  
  Ms. ****** also made note of her credit score being higher than we disclosed.  I am not sure why she believes we lied to her regarding her credit score when she signed a risk based pricing sheet that clearly shows her score.  If she would like another copy of this we can provide this as well. 

  Lastly are the documentation fee, convenience fee, and registration and title fees.  We charge a standard $250 documentation fee to all retail customers.  We also charge the $50 convenience fee for obtaining / transferring plates.  For simplicity sake of not asking customer for shortages we charge all customer (other than Hybrid and EV customers) a set $150 for all registration and title fees.  We then refund the customer the difference from what is used at the BMV.  Attached is a copy of the refund check for the unused portion of $79.  We used $71 to title the Palisade, temp tag for the Palisade and plates/registration for the Palisade.
  
  Although we seem to have missed the mark here we normally do everything we can to provide our customers the best experience possible.  There is nothing deceptive in what we do.  We are full disclosure with everything.  Our goal is to be significantly better than our competition and give our customers reasons to come back to Crestmont other than pricing.  Most of our customers had told us they chose Crestmont over their experience so we must be doing something right.  We do not believe that being the lowest priced dealer is a best practice but providing exceptional service is.  Hopefully Ms. ****** will continue to visit Crestmont and see that we provide a much better experience than she has felt thus far.  
  
  Kind regards,
  
  ***** *****

• Initial Complaint

  Date:03/22/2024

  Type:Sales and Advertising 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 2024 Hyundai ELANTRA that was MISREPRESENTED on March 7, 2024. The car was misrepresented in the way that I was told it would have front end collision warning and would tell me if I was traveling too close to a vehicle. (The SAME WAY, my partners Hyundi Palisade does) Prior to this purchase, I Rear-ended another vehicle and felt that this feature was an absolute MUST in the purchase of a new vehicle. When going to CRESMONT Hyundai, I was going to look at a specific car. It was white. I KNEW it had all the features in its 'convenience' package that I wanted. Several hours later that day, after being at their dealership, I had casually mentioned that I liked their dark gray color better. The sales person, ****, said the only difference between the two is a sunroof. **** asked me if I cared if I had a sunroof. I told her I did not. She told me that was the ONLY difference between the two cars and I should get the grey one if I liked that color better. I specifically asked if the feature that l was looking for ALSO was in the grey car. She said "yes, absolutely", I in turn, along with my partner, confirmed AGAIN with her that the feature that I needed was the same feature that was in the Hyundi Palisade we also purchased. She again confirmed that this feature and warning system was in fact there. NEEDLESS TO SAY, IT DOES NOT ON MY VEHICLE. I was told for two weeks, and SEVERAL more trips to their dealership, that this feature IS there. IT DOES NOT EXSIST IN MY VEHICLE. On Thursday, March 21st, 2024, I went BACK to the dealer with money to purchase the car I wanted and gave them a chance to rectify the WHOLE experience and they came back telling me I would have to pay $5,000 EXTRA because in the sales manager ******** words "Well *****, that's how it works" as he so smugly said while eating his orange. I can not believe the runaround this dealer gave with me and how UNHELPFUL they were one they got my signature and my $6,000 cash down payment!

  

  Business Response

  Date: 03/23/2024

  We really appreciate that Ms. ****** and her partner purchased not one but two vehicles from us.  The initial purchases took quite a bit of time for before our customers agreed to the units they wanted to purchase as well as the terms for the units that were purchased.  This process initially started at the end of February -approximately the 23rd of February.  After getting information/figures from numerous dealers Ms. ****** and her partner decided we offered the best terms.  Both purchases were finalized on March the 7th 2024.  Although it took two weeks of going back and forth to agree to vehicles and terms we did our best to satisfy our customer requests. According to Ms. ******, she was satisfied with her purchase except she thinks her Elantra is missing a feature.  In the first page of the attachment there is a copy of an email stating Ms. ****** is satifisfied with her purchase except for this "feature" not working or missing on her Elantra. 

  Ms. ****** is stating that we misrepresented a feature on the Elantra that she purchased.  Attached is a copy of an email from the purchasing party stating the MUST HAVE feature on the Elantra purchase.  Also, please see s a copy of the window sticker detail for the Elantra that was purchased by Ms. ******.  Both attachments have been highlighted to show that the MUST HAVE feature is included on the Elantra that was purchased by Ms. ******.  We provided Ms. ****** a vehicle with her MUST HAVE feature in a budget that she could afford or was willing to pay.  It seems that after her purchase Ms. ****** has decided she would like to upgrade her Elantra to the next model up.  We have offered and are still willing to assist Ms. ****** and trade her out of her Elantra but she has stated she is not comfortable with the options we gave her.  Ms. ****** is welcome to pursue other dealers for better terms if she does not like our figures. Once again, if Ms. ****** would like move forward with our assistance we are here to help. 

   

  ***** *****

   

• Initial Complaint

  Date:02/09/2024

  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 an unacceptable experience with an F&I manager at Crestmont Hyundai & believe I was charged for a service that was not completed. I felt pressured to purchase vehicle warranty packages (tire & LuxCare) but asked that they be removed from my contract >2 days after buying the car. No down payment had been sent yet. The F&I manager said the deal had already been funded & she couldn't remove the warranties. While I understand it would mean she would lose her commission & it would be extra work to draw up a new contract, I pushed back on this & involved the GM of the dealership. I worked for a car dealer in the past and know the buyer is within their right to change the contract before the first payment. I received a call from the F&I manager, clearly very angry (and unprofessionally inappropriate) with me for escalating the matter to her boss & she informed me she would be able to cancel the tire warranty but the LuxCare package had already been applied to my car so that couldn't be removed. Since no down payment was sent yet I found this suspicious. I asked multiple times between 2/5 & 2/9 for a receipt to verify whether the job was completed before or after my request to have it removed & was unsuccessful obtaining one. When I spoke with a member of the service department he informed me there was no record of the order & no service had been performed on my car. I brought this to Crestmont's attention & I received what appears to be an undated, hand-typed "invoice" from the DealerTrack DMS system. Again, after 7 years working in the auto industry, I know what legitimate DealerTrack invoices look like & what I received isn't it. Please find attached text message conversations requesting a receipt to verify completion date, the "receipt" (***** ***********) I received from Crestmont, an example of a legitimate invoice from DealerTrack for visual comparison & my original/new contracts (dated 2/1/24 & 2/6/24) that reflect different prices for the same warranty.

  

  Business Response

  Date: 02/13/2024

  While we truly appreciate the opportunity to work with ******* ********* there seems to be some level of discrepancy in the how this transaction was completed and the conversations that were had.  While I believe we communicated fairly well with our customer to ensure she was comfortable through the entire process I still believe there is always room for improvement.  Just to give a timeline and quick snapshot of the events I have included some quick notes below. 

  On February 1st we did our best to go above and beyond to make this experience exceptional for ******* ******** from esigning her after store hours to utilizing facetime to assist her with understanding the various documents and provide her a level of comfort. At this time, Ms. ******** made a decision to not include her taxes in her finance contract, she stated she preferred to pay for them out of pocket. 

  February 2nd- Ms. ********* was going to wire us $25,000 for her down payment but was only able to wire partial amount of $10,000 because she needed to move some funds around.  We attempted to be understanding and allowed her time to wire her remaining down payment while we held the car for her.  At this point Ms. ********** actually complemented us for taking such good care of her and referenced giving us a good review. 

  On February 3rd Ms. ******** stated she made an error in her personal funds and needed to finance her taxes.  We advised our customer that her contract was already submitted to the lienholder.  On the same day Ms. ******** also requested us to cancel some optional contracts she chose when signed up for the car on February 1st.  We explained possible scenarios with her due to the fact that the loan was an econtract that was already submitted to funding department a couple days ago.  Due to the fact it was a Saturday we were not able to connect with funding department until Monday so we could not promise her anything but we would do our best to assist her. 

  On Monday February 5th finance department reached out to Ms. ******** in the morning to go over things but she was unavailable (she let us know via text).  Positive news, on this day we were able to cancel her Tire/Wheel contract she had purchased per her request.  Unfortunately, we were still trying to find a way to get an exception to cancel her Luxcare contract she purchased per request.  We were also still attempting to get a response from the lienholder in order to get her loan contract returned to allow us to recontract her. 

  On the evening of February 6th we finally were able to get the lienholder to return Ms. *********'s contract to allow us to assist Ms. *********.  Good new we were now able to recontract Ms. *********.  We still did not have an exception for cancelling her Paint Protection contract.  Ms. ********* resigned her contract and it was sent to the lienholder. 

  On February 8th Ms. ********* complained that the finance manager had not done as requested nor sent her the internal documents she had requested. Truth is the finance manager handling her requests was out of the office on February 7th so she was not responding to her requests. 

  Saturday February 10th decision was made by myself to refund customer her money for the purchase price of the Luxcare product she purchased in order to satisfy our customer and move forward.  Check request was to be sent to office on Monday February 12th. The refund check will be mailed to Ms. ********* once the check is signed. 

  While I believe our customer was treated professionally and respectfully it is also our job to provide her with the best experience possible.  I believe we did provide a great overall experience to our customer until our customer changed her mind.  This is evident from her positive comments to us.  Where we fell short is communication after the initial purchase.  We did our best to assist our customer with her requests after she had a change of heart but we should have done a better job explaining things to Ms. *********.  We should have explained how contracts work, timing, funding, etc.  We should been much more punctual with communication from our end letting her know where we were at in the process of trying to assist her.  We should have emphasized that we working to get her requests for exceptions handled.  Ultimately we want our customers to be satisfied.  This is why the we decided to just refund Ms. ********* for the Paint Protection contract she chose and allow both parties to move forward. 

  Hopefully Ms. ******** enjoys the vehicle she purchased for many years. 

   

  ***** *****

   

  Customer Answer

  Date: 02/14/2024

  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.

• Initial Complaint

  Date:10/13/2023

  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 own a 2017 Hyundai Sante Fe Sport. I am the original owner and recently took my car to Crestmont Hyundai in Brunswick, Ohio for what I believed was warranty covered work. The reason for bringing the car in was due to the sound of fluttering valves when I accelerate. I was called by Dave in the Service Department who indicated this was not an “internal parts” issue which would be covered by the warranty. Rather this was a carbon deposit issue which would need to be treated by “Engine Flushing” at a cost of $1100.00. I was advised this would not be covered by warranty since this is a maintenance item. My car has 83K miles on it and its driven daily. It does not sit for long periods nor is it just city driving. I am 62 and have owned MANY cars; however, none of them ever needed an engine flushing to remove carbon deposits. Interesting enough, multiple mechanics have worked on the car or changed the oil and indicated these cars/engines are notorious for burning oil. So, I wrote the General Manager (***** *****) of Crestmont Hyundai for assistance. The hope was he/they would try to resolve a complaint to a customer’s satisfaction before being escalated. I simply want Hyundai to stand behind their product and not utilize convenient excuses to avoid performing warranty work. I don’t think the carbon build up discussed is normal or related to me not performing some routine maintenance. I get the oil changed regularly and always hear from the technicians about the car burning oil. Frankly, I heard this feedback long before the car reached 60K. I would think Hyundai and its Dealers would want to stand behind their product for future referrals and repeat customers. I am asking that Hyundai perform the necessary “flushing” at their expense since this is not normal. This will be the first of many escalations until I receive the type of treatment your customers and Hyundai car owners deserve. Hoping for an amicable solution. See doc below for more detail.

  

  Business Response

  Date: 10/14/2023

  Crestmont prides itself on providing an exceptional level of customer service to all our guests.  We believe in being upfront with everything, good and bad.  We are extremely transparent when offering services in order to make it easier for our guests to make decisions. 

  Even with this approach there still seems to be some confusion for Mr. *********.  We were upfront and explained that his concern was not a warranty issue but merely a maintenance item.  I understand no one likes to spend extra money on their vehicle but unfortunately maintenance items are part automobile ownership.  The referred to "Engine Flushing" maintenance costs seems to have been misunderstood by Mr. *********, it was actually an Induction Service which is a Combustion Cleaning and Fuel Service, along with Spark Plug replacement.  I have attached a copy of his latest repair order from October 2, 2023 where we disclosed all the recommended maintenance items to him.  After reviewing the repair order, I could see where there could be some confusion if one were to refer to the repair order at a later.  I believe we could have done a better job of explaining the breakdown of the listed "Induction Service" and Spark Plug replacement.  It should have been written clearer that Induction Service was a Combustion Cleaning  and Fuel Service. For clarification, the $1100 Mr. ********* referred to is actually a combination of the Induction Service (what he called Engine flushing) for approximately $900- Combustion Cleaning $660 and Fuel Service $240, and the Spark Plug replacement for $230.  On a side note, we did participate financially by performing the diagnostic without any expense to Mr. *********.  Normal we charge $159.95 for diagnostic.  Once again, we believe in taking care of our customers.  

  We have spoken with Mr. ********* on more than one occasion and have explained all of his maintenance recommendations.  We would happily service Mr. *********' Santa Fe for him but it will be at his expense.  We are willing to perform all or any of the items Mr. Griiffiths choses on the attached repair order.   Mr. ********* noted in his complaint that he is the original owner for the 2017 Santa Fe in question.  As the owner of the Santa Fe he should understand that maintenance costs are a part of ownership.  

• Initial Complaint

  Date:10/05/2023

  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 totaled and we paid for gap on the car through the dealership **************** who was filling in did not do her job and open the gap claim when the car was totaled out and we weren't made aware until the balance hit our credit report and the gap claim can only be made within so many days and dealership has accepted fault but will not do anything to help rectify the situation or take care of the balance

  

  Business Response

  Date: 10/07/2023

  Very unfortunate event for ************************* and her family.  The good news is ******* did remember to reach out to Crestmont in her time of need,  Even more importantly, we were able to guide and assist *************** through her troubling situation.  Our finance department worked with *************** and the GAP provider to assist her in getting their GAP claim filed.  The most important news is that claim #******** has been approved and is in process of being paid.  Congratulations to the Biris family.  We are looking forward to our next opportunity to assist the Biris family with any of their automotive needs. .

• Initial Complaint

  Date:09/06/2023

  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 believe whole-heartedly that this business sold me a vehicle that had hidden problems. When test driving, everything was clear, no dashboard lights, features functioning appropriately -- but two days after driving it off the lot, I was stranded at a stop light on an extremely busy off-ramp with a dead vehicle with every dash light on and no ability to drive or put the car in gear. When contacting the business, I was told to get the vehicle towed back to them (at my own expense) to review and find out the problem that would be causing it. They diagnosed a problem, resolved it in a somewhat timely fashion, and I was able to pick it back up and continue on my way a week later. Within the following week after retrieving the vehicle from the service department, I had lost the camera connection for the rear view backup camera -- a luxury that isn't essential to driving, but is a feature that is a selling point on any vehicle that has it. When you buy a vehicle that has this, you want it to function appropriately. I was told they couldn't look at it, and that they couldn't assist with a different service department looking at it. Another week later, my engine light popped up again and was intermittently on and off, eventually to be on permanently. The service department again couldn't accommodate me, and after 4 different repairs elsewhere later, I still have a CEL illuminated on my dash with poor engine performance. The most recent issue, not but 5 months after purchasing, I have had the gear shift become stuck in park and unable to shift to drive or drive at all. This happened twice before, but now is permanently stuck and inoperable. I have a two year old who has been being transported in this completely unsafe, unreliable vehicle. When reaching out to Crestmont, they only offered to trade in at fair market value or service at my own expense. This is outrageous, unsafe, and debilitating.

  

  Business Response

  Date: 09/11/2023

  Customer purchased a used 2016 Land Rover Evoque from our dealership in March of 2023.  We know that purchasing used cars can come with stress of potential repair costs which is why Crestmont includes a 3 month / 3000 mile powertrain contract with all used car purchases that are less than 10 years old and have less than 100,000 miles.  Attached is a copy of the included 3 month / 3000 mile contract with Ms. *******'s purchase at the dealership expense. On a side note, at the time of purchase we also offered our customer additional service contract options that should have covered the majority of the issues she is having with her vehicle but she chose not to purchase any extended service contract.  

  Unfortunately, Ms. *******'s Land Rover did have an issue shortly after she purchased the unit.  At the time of her issue we were scheduling service appointments out roughly 6-8 weeks but when her Land Rover malfunctioned we pushed her to the front of the line to assist her.  In this case the malfunction was an item we were capable of repairing so we repaired in house.  To further show that we were trying to help we also offered her a loaner while we repaired her Land Rover. Every time Ms. ******* has had an issue we have done our best to offer ways for her to get her situation resolved.  On some occasions she has taken her Land Rover to other repair facilities.  We understand as we know some repairs may be beyond our capabilities since we employee Hyundai technicians not Land Rover.  

  Ms. ******* has had her Land Rover for roughly 6 months.  We understand Ms. ******* is having an issue with her Land Rover currently and have offered to have her car inspected in our service department at her expense.  We really do appreciate the opportunity to work with Ms. ******* but we are not responsible for repairs to her car at our expense.  Since she has complained about spending a few hundred dollars in repairs over the last 6 months we have also offered to work with her with trading her Land Rover in for something else.  

  Receiving a complaint like this is not something we see normally.  We definitely did not sell Ms. ******* a car with hidden problems.  We pride ourselves on our level of customer satisfaction here at Crestmont.  We have offered to assist Ms. ******* but she has chosen to not accept some of our offers.  If Ms. ******* changes her mind and would like to take us up on either offer she is welcome to reach out and let us know.

   

• Initial Complaint

  Date:06/08/2023

  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.

  On June 3, 2023 - purchased a 2011 Santa Fe for $10,704.66 | Stock # ******** Before signing, were told the "safety inspection" had not been completed yet, that all safety issues would be fixed, as well as fixing the **** issue. Were told they needed to order parts, so we left the car there.On June 5, 2023, received a call the car was ready to pick up. It's about a 2 hr drive to get there, and we arrived about 7:20pm, about 40 minutes before close. When we arrived, we received a service record stating they had replaced the right rear brake caliper that was seized, as well as the right front **** sensor. The salesman handed ** the keys, and we headed back home.After about 15 minutes on the road, the **** sensor triggered again, so we stopped at the next exit. While accelerating from the stop-light at the exit, the car pulled to the left quickly, then stabilized. I tried calling multiple times to reach either a sales or service manager, and no one answered. Finally left a message for our salesman, and started the drive back home, as not enough time to make it back to the dealership, and no one would take the call.Driving back, the car quickly pulled to the left 3 additional times while accelerating from stop lights. So, morning of June 6, 2023, I dropped the car off at ****** Automotive (no relation) to have the car looked over for issues.After inspection, ****** Automotive called on June 7, 2023 and informed me that the left lower ball joint on the control arm was falling apart and that the car was not safe to drive, that "the lower rear bushings on both control arms are crumbling". He was surprised we made it back with it as bad as it is. He also informed me that there was no reading at all from either **** sensor in the rear, and both front sensors were low battery.The safety issues were willfully ignored, and the service record was falsified (****).I've called the General Manager multiple times, and left multiple messages, with no response.

  

  Business Response

  Date: 06/10/2023

  ***************************** and I connected on Thursday June 8th.  After speaking on the phone we came to an agreement.  Lower ball joint was worn an we agreed that we will assist with repair of the ball joint at a repair facility close to him.  ***************************** is satisfied with the outcome and is going to reach out to the BBB this coming week.  

  Any questions please let me know.

   

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

  Crestmont Hyundai

  General Manager