ComplaintsforDennis Imports

• Initial Complaint

  09/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dennis Hyundai on ***** **** charged me to fix my engine even though it was under warranty. Hyundai corporate location said they would reimburse me if I got the “Final Repair Order” from the service center. The service center only gave me a pre-invoice. I went to the location today and they said that document doesn’t exist.The corporate office said I should speak to the manager but the manager would not speak to me.

  Business response

  09/23/2024

   We gave her the reprint of the invoice. It shows "reprint"... which they will use to reimburse them.  We can not print one that says final because it isn't the final it's a reprint of the final ...

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a car from Dennis Hyundai with an extended warranty. I sold that car in TN in April 2023 and was due a refund from the warranty. I provided all of the correct information for my Tennessee address for them to mail my refund to. However, they mailed it to my old address in Ohio. Where the check was taken out of the mailbox and cashed by the new renter at my old address. I tried to file a police report in Ohio, but was told that I could not because I live in TN now. I tried to file a police report in TN but was told I couldn’t because it occurred in Ohio and the crime was not against me. I have provided everything to Dennis Hyundai to prove it was not me that cashed the check but was still told I would have to wait months for my refund. I cannot get anyone to call me back. When I spoke with the finance manager, she was rude and said this happens all the time in America and I would just have to wait. This was an error on them, I provided my correct information. I should not have to wait for my refund of over $1000.

  Business response

  08/04/2023

  I filed a inquiry with the bank a month or two ago, however, they say it can take up to 90 days.  The customer is aware of this. I will call the bank tomorrow and see where their investigation is at
  
  **** ****
  Controller
  Dennis Automotive
  Cell ###-###-####
  Office ###-###-####
  [email protected]...

  Customer response

  08/04/2023

  This is  a large business and I have done nothing wrong. I am an individual who has already paid this money and should get her refund. This matter is between the bank and the business not me. Should I get legal representation to handle this matter?
  
  

  Business response

  08/07/2023

  We had no control over someone fraudulently cashing a check made out to someone else.
  
  I understand their frustration but we did nothing wrong. someone took the check made out to them, signed their name and cashed it.
  
  We opened a case with the bank and I have not heard back from them. 
  
  **** ****
  Controller
  Dennis Automotive
  Cell ###-###-####
  Office ###-###-####
  *****@dennisautomotive.com

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was stolen the end of April and had to have some repairs. I signed and submitted a release for Dennis Collision Center to my repair my car on May 16, 2023. Since then I have called and left multiple voicemails requesting an update on the status of the repair to my vehicle. I live 2 1/2 hours away otherwise I would go there in person to request an update. I understand that repairs can take a while, but the fact that they will not even call me back with an update is EXTREMELY UNPROFESSIONAL. I have had a rental car which was covered by my insurance for 30 days. The rental ends TODAY and I don't know what to do as far as renting another car goes because I don't know that status of my car.

  Business response

  06/02/2023

  Customer was contacted today to be informed that the car will be ready for pickup today....

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dennis Hyundai Morse Road Service Department has been completely unresponsive to my calls to update me on the status of my vehicle. My car was scheduled for an appt at 11 am Monday. It has been over 24 hours and they have not updated me on the status of my vehicle nor have they responded to my multiple attempts to contact them about an update to my service appt. This is just the latest in a string of issues with this location. A year ago they would schedule me for appointments and then turn me away when I got there saying they didn't have time for my SCHEDULED service and sent me home. The current appointment is actually to fix an issue that was CAUSED by my most recent service that wasn't present before.

  Business response

  05/19/2023

  Customer was complaining that his steering wheel was off center, customer had his vehicle in on 5/17/2023 at this time we centered his steering wheel at no cost.

  On 5/18/2023 at 12:19 left a message for the customer to make sure he was happy.

  Customer response

  05/30/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20066486
  
  I am rejecting this response because: 

  May 5th - dropped off car for steering wheel issues. Loose bearings. Issues corrected but when received my car back it had a service department created issues - my steering wheel wasn't aligned.

  May 15th - had an appointment scheduled for 11:00 am May 15th to correct the steering wheel alignment.  Did not receive any communication until after multiple tries and got my car 2 days after the actually appointment. I had to beg to

  get any info on why my car service was delayed.  Got my car May 17th.

  Now the reason I am not accepting a resolution to this complaint.

  May 27 - MY POWER STEERING WENT OUT, 10 days after service.  This negligence caused by the shop could have killed the driver. Towed to dealership on May 28. Multiple voicemails have been left with the dealership asking the status of my car to know if it has been scheduled to be repaired.  No responses. This dealership has zero customer service to help troubleshoot the status of my vehicle.  

  I have incurred unnecessary towing fees and rideshare fees due to this shop not satisfactory completing a service in the last month and after each service more issues have been created further leaving me without a vehicle.
  
  Regards,
  
  ******* *******

  Business response

  06/05/2023

  ******* ******* came in for repair on 5/5/2023. At that service we replaced the steering flexible coupler under a warranty extension from Hyundai. On 5/15/2023 he returned stating that since the repair of the steering coupler the steering wheel was off center, and we performed an alignment at no charge to Mr. ******* and he picked his car up after that with no concerns.  On 5/30/2023 we received the vehicle back for the current concern of the electronic power steering went out while driving and the eps light came on.  We diagnosed it as needing the Electronic power steering control module. We submitted a goodwill request to replace this as a gesture due to the vehicle being out of warranty. Hyundai Motor America declined to assist with the repair due to the time and mileage outside of warranty.  Customer has put 254miles on the vehicle between the alignment adjustment on 5/15 and the current repair order when the power steering went out. He has also put over 500 miles on it since we originally saw it on the 5/5/2023 repair.
  
  
  
  
  
  ...

  Customer response

  06/05/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20066486
  
  I am rejecting this response because: 

  The correlation to the previous services and the current service of the electric power steering going out are to close for me as a consumer to believe that this was a coincidence and not due the negligence from the service department. The previous two services were indeed issues with the steering column. A third issue with the steering that developed within the course of a month can't be just coincidental. Due to my poor experiences from this department in the past I find it very difficult that they are providing me truthful information. I also asked for a complimentary alternative mode of transportation i.e. a rental car for the inconvenience this has caused me because I believe this repair is to do errors made by this service department. The department has failed to provide me a rental for the full week they have had my vehicle causing me to incur additional costs to get to my job. I want reimbursed for my unexpected travel costs and the tow to get my car to the service department. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my 2020 Hyundai Kona in to be checked out after I received a notification on my display in my car that I needed to take my car in to be checked out because there is an issue with the engine and the engine light was on as well. I was told that they would need to keep the car but had no loaners so I had to pay for a rental. When the dealership called me to let me know the status of the car, they said that the car was leaking oil but they could not determine from where. When I went in to pick up my car, I was instructed as to how to participate in a oil consumption study because they wanted to check the oil after the car has been driven 1,000 miles and they would need to keep the car for a day. Today when I went to pick up the car, the car sounded like a truck when I started it and the engine light was still on. Now I’m told that there is yet another issue with the car and they would need to keep it. I had to get a ride home, I have no transportation and I am having to Uber everywhere and I am still out $400 from the first rental I had to make. I remain frustrated because the encounters with the personnel at the dealership is very dismissive and borderline disrespectful and there has been absolutely no regard for the fact that my car that is short of 3 years old and about 45,000 should be experiencing such major issues. I truly believe that there is a high level of incompetence as it relates to those who are servicing the vehicle and I am scared to death to drive my car. I simply do not trust them!

  Business response

  05/11/2023

  See attached repair order for completed repairs on customers concern. For a refund on the rental car she rented she will have to contact consumer affairs for that.

  Phone number is ###-###-####

  Customer response

  05/11/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20011503
  
  I am rejecting this response because: 

  I have not heard from the business and I am uncertain of the condition of my vehicle. When I first took the car to be looked at because of the message I received that there was an issue with the engine and the engine light was on, I was told that the car was leaking oil and that Hyundai approved an "oil consumption study" and I would have to bring back the car in 1,000 miles and leave it for a day.

  When I went to pick up the car, the car still had the engine light on and the car sounded like a truck. They kept the car for several more days and then released the car to me. I was told that the repairs were covered by warranty. There was no discussion regarding the issue of the oil leak and I am uncertain if the repairs that were done were sufficient. On top of all of this, I had to take Uber and rent vehicles twice because the loaner that they shared that they would provide me never materialized. The communication from the service department was poor and I am still wondering if my car is in good working order.
  
  Regards,
  
  *** ********

• Initial Complaint

  04/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a used car from Dennis Hyundai East on February 22, 2023 and was issued a temporary tag. It expired on April 8, 2023 and I still have not received my memorandum title. I have emailed, called and went to the dealership only to be told it was mailed. First to the wrong address then supposedly mailed again, but I still have not received it. My car is sitting in the garage unable to be driven.

  Business response

  04/18/2023

  The title was mailed out on 4/11/2023 to the address of **** ****** **** ** ******* **** *****

  If this not correct please let me know.

   

  Thanks..

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/6/23 I went to Dennis Automotive to have windshield wipers put on my car front window. I provided the service department the wipers. The service was free of charge. On 3/13/23 the wiper on the driver side flew off while I was driving after business hours. On 3/14/23 I called the dealership requesting to speak to the service manager. I spoke to ****** ***** and discussed the incident and the damaged cause to my vehicle. He requested pictures to be sent to him via email which I did send. I took my car to Spitzer Hyundai 3/17/23 to have the wiper replaced for $23.76. ****** told me he would reimburse me for the replacement of the wiper. 3/17/23 ****** sent me a email stating " I did get the photos unfortunately the photos didn’t clearly give me an indication of a stone chip or impact damage caused by the wiper blade. Unfortunately to enable to decide on the windshield cracking is due to our installation of the wiper blade and would have to see the vehicle. We can arrange to meet at any time during the week. I wouldn’t mind meeting you halfway if that would help. Also ****** stated in the email "Yes, Your right on the reimbursement of the wiper blades. If you will let me know if you have time wed or Thursday next week and where would be the location and I will work with you on the time. Sorry for the inconvenience. I agreed to meet on Wed. 3/22/23. I emailed ****** ***** on 3/21/23 to confirm that we were meeting and received no response. On 3/22/23 ****** sent me a email stating " I wont be able to meet this week can we plan for next week other than Monday" I agreed to meet on Tue.3/28/23. I emailed on 3/27/23 to confirm if we were meeting and received no response. I called in between times and left messages I received no call back or email back. On 3/27/23 I called and asked to speak to a general manager of the dealership and gave a summary to Nate and also emailed him the pictures of my vehicle and the invoice statements. I called again 3/30/23 and left a voicemail and still no response as of 3/31/23.

  Business response

  04/06/2023

  Customer has an appointment Monday 4/10/2023 at 10:00 am to have her windshield replaced at our expensive. I spoke with the customer i believe she is happy with this action.

  If you need anything else please let me know.

   

   

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  December 26, 2022, I had an 8:30a appointment with Dennis Hyundai 2900 Morse Rd. The diagnostic test performed by Hyundai automotive tech ***** found internal failure of the HECU/ABS Control Module. Since the automotive tech and part was unavailable, I was informed by ******** ****** a deposit was needed for the part. I paid $1471.33 to pay for the hold of the part. I then rescheduled for January 16, 2023 for the repair due to my availability. After researching, I learned HECU/ABS Control Module are faulty on specific Hyundai vehicles, I then contacted Hyundai Consumer Assistant Center in regards to the HECU/ABS failure. I was then advised to inform Hyundai, ******** ****** since I was previous consulting with him to request a Prior Approval. ******** ****** informed me I needed to have my car at the dealership during the claim process. During the preauthorization process on January 4, 2023, the National Consumer Affairs Case Manage *******, had informed me the HECU/ABS replacement will be covered 100%. January 5, 2023, ******** ****** called and stated Hyundai repair is covered 100%, I would receive my refund, and my car is ready. When I went to pick up my car, ******** ****** than informed me that HR and his manager *** ******** stated I cannot receive my refund until Hyundai pays them for the goodwill repair and only then I can receive my refund. Before leaving Hyundai, ******** sent an email as told by *** ******** to create I was told that *** ******** would be in contact with me, I have not heard anything. After canceling January 16 appointment, I received a telephone call from Dennis Hyundai January 17 regarding rescheduling the appointment since the part is still on hold. I informed the woman I spoke with that my car was repaired January 5, 2023, and I am waiting to receive my refund for the part. She then stated she would inform ******** ****** and I have yet to hear from anyone. January 18, 2023, I sent an email to *** ******** inquiring about my refund and when should I expect it. I have yet to hear from *** ******** or ******** ****** or whomever in regards to my refund.

  Business response

  02/03/2023

  We did cut a check today for the customer. She is going to pick it up 2/4/2023 at the dealership.... Tell us why here...

  Customer response

  02/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.  

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

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Elantra GT was dropped off for routine maintenance on January 9th. When we got the car back, we were given paperwork that the oil had been changed, the oil filter replaced, and the tires rotated. We were charged $81. Several days later, after noticing issues with the car, we took it to an independent mechanic. The mechanic informed us that not only were there no signs that the scheduled work had been completed, but the engine was dangerously low on oil. We narrowly avoided our car suffering catastrophic engine damage. We do not trust them to do the work and request a full refund.

  Business response

  01/18/2023

  I have issued a refund check for the customer. Just need to know if they want to pick it up or have us mail it out. Tell us why here...

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi my name is ****** **** and would like to see options on Car Repairs -- I have tried to schedule appointment and wanted to see are there any funds available for this option? My car has been in service for 5 months at service location ( Dennis Hyundai I have been denied through Hyundai Tucson Warranty Recall Engine Repair- and have reached out directly to them to reason. I'm not satisfied with decision and have a recall for issue- was told by Dennis Hyundai - that it was approved on 7/2022 and know it's been turned down on 10/2022. I have no way to cover charges nor have I received my car back, it's still at location. I have been provide a courtesy rental by Dennis Hyundai for now over 5 months with no resolution and have been back and forth with my warranty to resolve issue. Due to misleading information from Dennis Hyundai's Sales Rep. ( ****** and Sales Manager ******). I have a Repair estimated total from them and is not able to provide other Vendors( my car has been there since June 28th,2022. Here is what I have below: Please call me at 220-228-5262 I NEED HELP!

  Business response

  01/11/2023

  THIS PRIOR APPROVAL REQUEST WAS REVIEWED AND BASED ON THE INFORMATION PROVIDED; HMA IS DECLINING TO PROVIDE ASSISTANCE DUE TO THE FAILURE BEING OUT OF WARRANTY CAUSED BY THE TIME IN SERVICE AND MILEAGE OF THE VEHICLE, FAILURE DOES NOT APPLY TO WARRANTY EXTENSION. THANK YOU.
  

  This is the response from Hyundai declining the repair.

*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. ↩