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:04/15/2025

  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 appointment at this location last week to get a diagnostic on my car after having a brand new cadilitic converter replaced a few weeks prior at a different location by the same owner and experiencing issues with my car. After my case manager at Hyundai Motor already explained the whole entire situation with my car with their service manager and setting the appointment up with him and I get to my appointment this same manager pretended to not know anything about why I am even there and asked me questions that the case manager already discussed with him. I called my case manager right in front of him and handed him my phone to talk to her ALL OVER again. She explained the whole thing to him all over again. He then asked her if she's with a dealership knowing exactly who she is AND WHICH department she was located at. After waiting almost 3 hours I am then totally lied to and told that they test drove my car, checked everything out and found NOTHING wrong with it. I then also asked if my car was washed, this manager lied straight to my face and said yes it was washed knowing that it was NEVER washed because my car was completely dry and still had the same spots on it when I drove it there. Today I get a call from my case manager who told me they told her that they thought the SOUND FROM THE EXHAUST OF MY CATILITIC CONVERTER SOUNDED LOUDER THAN NORMAL AND THEY DON'T KNOW WHY NOR DO THEY WANT TO FIND OUT WHY IT'S LOUDER THAN NORMAL. NONE OF THAT WAS TOLD TO ME WHEN I WAS THERE. SO NOW I'M LEFT WITH THIS PROBLEM AND HYUNDAI DOESN'T WANT TO HELP SOLVE IT. THEY AREN'T EVEN TRYING TO GO THE EXTRA MILE TO FIND OUT WHAT THE REAL ISSUE IS WITH THE LOUDER THAN NORMAL SOUND WHICH THEY APPARENTLY ACKNOWLEDGED WITH MY CASE MANAGER BUT NOT ME. I NEED THIS PROBLEM SOLVED ONCE AND FOR ALL!

  Business Response

  Date: 04/16/2025

  ******* ****** was in on 3/24/2025 for a check engine light on, we replaced the catalytic converter under original owner warranty. 
  
  
  She returned on 4/16/2025 for us to look into it as she was mentioning a smell and a noise. 
  We did an inspection and stated: 
  "The new converter might have oils from handling, residue from labels, or a protective coating that burns off. Additionally, if the old converter was failing, the new one might take some time to "burn in" and fully convert pollutants, which can result in a smell. The new catalytic converter needs time to heat up and begin its catalytic reactions. This process can release odors, especially if there were any oils or residue on the converter. Did not smell any odors or hear any rattle noises." 
  
  
  We did not see or hear any issues with the vehicle and everything is running as designed at this time. 
  

  Customer Answer

  Date: 04/16/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23205263
  
  I am rejecting this response because: I DID NOT HAVE A CHECK ENGINE LIGHT ON AND I NEVER SAID ANY OF THAT WHEN I CAME TO THIS LOCATION IN DUBLIN EXACTLY ONE WEEK AGO TODAY AND I ONLY CAME TO THIS LOCATION THIS ONE TIME TO DO A DIAGNOSTIC AFTER THE LOCATION ON ***** ** REPLACED MY CATILITIC CONVERTER. I WAS ONLY AT THIS LOCATION ON APRIL 9TH, NOT ON MARCH 24TH AND I WAS AT THE *************** LOCATION YESTERDAY ON APRIL 16TH AFTER THE TECHNICIANS TOLD MY CASE MANAGER ****** IN WRITING OVER THIS PAST WEEKEND THAT THE EXHAUST FROM THE CONVERTER SOUNDED "LOUDER THAN NORMAL" ACCORDING TO WHAT SHE TOLD ME. WHOEVER RESPONDED TO MY COMPLAINT COMPLETELY IGNORED EVERYTHING I SAID REGARDING ME BEING LIED TO ABOUT MY CAR GETTING A CAR WASH WHICH NEVER HAPPENED. I GUESS THEY DON'T CARE ANYTHING ABOUT THAT AT ALL. EVERYTHING ELSE THAT THIS LIAR MENTIONED WAS AT THE *************** AND NOT AT THE DUBLIN LOCATION. THERE'S NO NEED TO TWIST THIS WHOLE THING AROUND ONLY TO MAKE YOURSELVES LOOK GOOD. YOU PEOPLE DID ABSOLUTELY NOTHING FOR ME DURING THE ONLY TIME I WAS AT THE DUBLIN LOCATION.
  
  Regards,
  
  ******* ******

  Customer Answer

  Date: 04/17/2025

  I have attached a copy of the email confirmation I received from my case manager ****** which confirms My ONLY appointment at ******* Hyundai of Dublin which is the ONLY place I'm filling a complaint against. The person who replied lied about the dates, the check engine light that I NEVER mentioned to them and most importantly totally ignored everything that I SAID that happened ONLY at that location on April 9th. I never complained about the other location which is what he seems to ONLY want to focus on. Here's the proof! 

  Customer Answer

  Date: 04/17/2025

  I have attached a copy of the email confirmation I received from my case manager ****** which confirms My ONLY appointment at Germain Hyundai of Dublin which is the ONLY place I'm filling a complaint against. The person who replied lied about the dates, the check engine light that I NEVER mentioned to them and most importantly totally ignored everything that I SAID that happened ONLY at that location on April 9th. I never complained about the other location which is what he seems to ONLY want to focus on. Here's the proof! 

  Complaint: 23205263
  
  I am rejecting this response because: I DID NOT HAVE A CHECK ENGINE LIGHT ON AND I NEVER SAID ANY OF THAT WHEN I CAME TO THIS LOCATION IN DUBLIN EXACTLY ONE WEEK AGO TODAY AND I ONLY CAME TO THIS LOCATION THIS ONE TIME TO DO A DIAGNOSTIC AFTER THE LOCATION ON ***** ** REPLACED MY CATILITIC CONVERTER. I WAS ONLY AT THIS LOCATION ON APRIL 9TH, NOT ON MARCH 24TH AND I WAS AT THE *************** LOCATION YESTERDAY ON APRIL 16TH AFTER THE TECHNICIANS TOLD MY CASE MANAGER ****** IN WRITING OVER THIS PAST WEEKEND THAT THE EXHAUST FROM THE CONVERTER SOUNDED "LOUDER THAN NORMAL" ACCORDING TO WHAT SHE TOLD ME. WHOEVER RESPONDED TO MY COMPLAINT COMPLETELY IGNORED EVERYTHING I SAID REGARDING ME BEING LIED TO ABOUT MY CAR GETTING A CAR WASH WHICH NEVER HAPPENED. I GUESS THEY DON'T CARE ANYTHING ABOUT THAT AT ALL. EVERYTHING ELSE THAT THIS LIAR MENTIONED WAS AT THE *************** AND NOT AT THE DUBLIN LOCATION. THERE'S NO NEED TO TWIST THIS WHOLE THING AROUND ONLY TO MAKE YOURSELVES LOOK GOOD. YOU PEOPLE DID ABSOLUTELY NOTHING FOR ME DURING THE ONLY TIME I WAS AT THE DUBLIN LOCATION.
  
  Regards,
  
  ******* ******

  Business Response

  Date: 04/17/2025

  Customer brought vehicle to ********************** location on 4/9/2025 at ****** miles. Customer states: CATALYTIC CONVERTER WAS RECENTLY REPLACED. EXHAUST SOUNDS LOUDER THAN NORMAL AND VEHICLE DOESN'T ACCELERATE PROPERLY. CUSTOMER ALSO SMELLS SMOKE INSIDE THE VEHICLE.
  
  
  Vehicle was test driven and inspected. We could not confirm any of the above mentioned concerns. GDS scanned vehicle and revealed no issues. 
  

  Customer Answer

  Date: 04/17/2025

  Here's a copy of the invoice directly from Great Lakes Hyundai of Dublin which proves what I said and also contradicts everything the other person said regarding me being there on 03/24 AND on 04/16. Please read it for yourself! Thanks! 

  Customer Answer

  Date: 04/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23205263
  
  I am rejecting this response because: I NEVER EVER MENTIONED THAT THE EXHAUST SOUNDED LOUDER THAN NORMAL. I DON'T EVEN KNOW WHAT AN EXHAUST IS SO WHY WOULD I SAY THAT YOU LIAR?

  AND I'M GONNA ASK THIS SAME EXACT QUESTION FOR THE 100TH TIME! WHY WAS I TOLD THAT MY CAR WAS WASHED WHEN IT WAS NEVER WASHED? ARE YOU HUMAN OR ADULT OR EVEN MAN ENOUGH TO ANSWER THIS VERY SIMPLE QUESTION OR ARE YOU PURPOSELY AVOIDING THIS QUESTION! MY CASE MANAGER ****** FROM HYUNDAI CORPORATE ALSO ASKED YOU PEOPLE THAT SAME THING AND YOU GUYS ALSO REFUSED TO ANSWER HER AS WELL! SHE SAID YOU GUYS TOTALLY IGNORED HER AND SKIPPED OVER THIS QUESTION. FIRST YOU MADE UP NOTHING BUT LIES ABOUT THE DATES OF WHEN I WAS AT YOUR LOCATION AND NOW YOU WANT TO COME UP WITH EVEN MORE LIES! THAT'S NOT GONNA FLY ANYMORE!
  
  Regards,
  
  ******* ******

  Business Response

  Date: 04/24/2025

  The vehicle has been inspected by both of our Hyundai stores, at this time we can not duplicate or find any issues with the vehicle at this time.

  Business Response

  Date: 04/28/2025

  The vehicle has been inspected by both of our Hyundai stores, at this time we can not duplicate or find any issues with the vehicle at this time.

  Business Response

  Date: 04/28/2025

  I am not sure if the car was washed or not, we would be glad to wash it anytime you would like.

  Customer Answer

  Date: 04/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23205263
  
  I am rejecting this response because: THEY STILL ARE REFUSING TO ANSWER MY VERY SIMPLE QUESTION REGARDING THE CAR WASH! JUST LOOK AT THE NUMBER OF TIMES I HAVE MENTIONED IT AND THEY NOT ONE TIME CHOSE TO SAY ANYTHING ABOUT IT!
  
  Regards,
  
  ******* ******

  Business Response

  Date: 05/07/2025

  We do try and wash every car when we are done with the service as this is complimentary, unfortunately we are not able to wash them all. If your car did not get washed i do apologize. I would be glad to wash it anytime you would want to bring it by. 

  Customer Answer

  Date: 05/09/2025

  [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.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:02/24/2025

  Type:Product 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.

  This is my final attempt to reach a resolution with this dealership before I pursue this case in small claims court. I purchased a used vehicle from this dealership on 11/2/2024. On day 6 of owning the vehicle, I drove on the freeway for the first time. I noticed my side view mirror shakes incredibly hard, and it makes visibility difficult. I called Great Lakes on that day, 11/8/2024. I was assured a manager would be notified, and I should make an appointment to have my car seen at the service center, which I did. The outcome of my service appointment in late November revealed that the side view mirror would be a ~$1200 fix. I bought this used car for ~$14000 and of course would never have purchased this vehicle had I known there was damage upon purchase. I have been in contact with the sales manager **** *******, who took a full month to reply to one of my emails. He has offered me a 50% discount on the repair fee, but I feel this is inadequate, as I was sold the car with the promise nothing was damaged. I am also under the strong impression that staff are directed to NOT notify the managers of customer complaints, as I have left messages with several sales employees, and **** has not given mention of these messages, and seems overall unaware of how many times I have reached out to the dealership. I respectfully am requesting the full repair cost AND parts cost for my vehicle's mirror be paid for by the dealership, or the equivalent sum of $1,216.18 be paid out to me via check. I have attached the repair estimate form, as well as a few other relevant screenshots.

  Business Response

  Date: 02/25/2025

  Ms. ***** did in fact purchase the vehicle on 11/02/24 

  Ms. ***** reached out on her own accord on 11/08/24  at 2:18pm via email with a digital Title question that was responded to the same day at 6:45 pm by her Sales professional. During this correspondence nothing is said about a faulty mirror. 

  On 11/09/24 at 11:26 AM her sales professional reached out to make sure everything was going well with the vehicle to which she implied "yes, everything is great"  - We know this because our calls are recorded and would be happy to provide proof this took place. 

  On 11/19/24 at 1:28 PM Ms. ***** sent an email, the first implying there was an issue with the vehicle she had purchased a few weeks prior. She had requested the service records for the vehicle which were happily provided to her the same day. This record showed no prior issue with the mirror or the mirrors housing.

  On 12/03/24 at 8:42 PM Ms. ***** sent an email acknowledging the report showed no signs of trouble with the mirror or its housing and demanded it be fixed on the dealerships account. 

  As a respected **************** in the state of **** we understand that unforeseen repairs come up when purchasing pre-owned vehicles and we really do try our best to accommodate every customers concerns. That is why we offered a 50% repair discount on labor and parts in good faith understanding nobody plans for these types of repair. Our stance on the matter is while there are no prior records that show damage to the mirror and it was first brought to our attention 17 days after the purchase leaving a very large time gap between delivery and when the damage was first reported. The most we can offer is the discounted service rate and believe that is more than fair given she purchased a vehicle that was "AS-IS" and did not report any damage until a much later date. 

  The offer of a 50% discount still stands and we would be more than happy to help Ms. *********

  Customer Answer

  Date: 02/27/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22985610
  
  I am rejecting this response because: 

  I did call to report the mirror on November 8th, when I drove the car on the freeway for the first time. Attached is proof of this call. I was told management would be informed. Apparently, management was not informed. I made an appointment to have my mirror checked on 11/29, as this was the soonest date I was available.

  "Acknowledging nothing was noted about the mirror" is an interesting way to twist what I actually said, which is that there was no written proof that the mirrors were checked. The entire backing is missing from the side view mirror on my passengers side, and it is only noticeable when you directly press on the mirror or if you drive over 50 mph, which I did not do until Nov. 8, less than a week after I purchased the car. I took my car to another auto repair place on 11/23, because I believed the mirror would be a simply fix, not a repair costing over $1200. I can supply the proof of this visit as well.

  I did my part calling the dealership over and over and being promised by multiple people that management would be notified. This is not my fault as a customer that there is poor communication within the dealership. If this dealership actually cared about its paying customers, I would not be here over 3 months later trying to get a repair on my car due to the car being sold to me with this damage. I think it is worth noting that management took an entire month to respond to one of my emails regarding this issue. It is simply unfair to suggest that I didn't bring up the issue until "weeks" later, when I did call and bring it up 6 days later, and have been attempting to get this issue addressed since then. 

  
  Regards,
  
  ********* *****

  Business Response

  Date: 03/03/2025

  Thank you for reaching out and sharing your concerns. We sincerely regret that your experience with Great Lakes Hyundai of Dublin has not met your expectations. We understand how frustrating it can be to encounter an issue with your vehicle so soon after purchase, and we genuinely want to assist in finding a resolution.
  we would like to offer you the option to have the mirror assessed and, if possible, repaired in our service shop at no cost to you. Our goal is to ensure your satisfaction and address the shaking issue to the best of our ability.
  Please reach out to our service team at your earliest convenience to schedule an appointment, and we will do our best to resolve the matter in-house. If you have any further questions or concerns, feel free to contact us directly.
  We appreciate your patience and the opportunity to make this right.
  Best regards,
  **** *******
  General **********************start="1067" data-end="1070">Great Lakes Hyundai of Dublin
  *******************************************************************************************************

  Customer Answer

  Date: 03/10/2025

  [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.
  
  Regards,
  
  ********* *****

• Initial Complaint

  Date:10/24/2024

  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.

  I bought a lemon from this dealership in June 2024. I am being ignored and no one is returning my emails or calls. I had an appointment to look at another vehicle however was told that vehicle was not available at the moment and was persuaded by a salesman that he had something, he knew my son would love. Given that my son was not able to drive it right away while waiting on taking his drivers test and insurance to kick in, we figured we would just drive it around the neighborhood to make sure it didnt sit while he waited. 1st issue was the breaks were bad, no biggie I thought and replaced them. 2nd issue was the battery kept dying. Bought another battery, but same thing. I took both ********************** recharged them and told me the batteries are ok. My son passed his test and insurance kicked in, so I set him free. He didnt make it out of the neighborhood b/c the car stopped & wouldnt move. We are going on a month now where it is back at a shop with 2 massive shorts that are draining his battery and a need for a new transmission. This car was not looked over before they resold it. It was not serviced (as they said) &should not have sold. All I wanted to do was to get my son a reliable safe car. This dealership sold me a lemon! They knew this car was on its last leg and still just wanted to make money off of it. Now I am stuck with a car that doesn't run. The shop it is at cannot even guarantee they can fix. 10K just to purchase it, hundreds more to fix the breaks and batteries and now this? All my money down the drain. I took everything out of my account just to make this purchase to begin with. I cant seem to get a response back from anyone at the dealership, they simply do not care! I don't even think 50 miles has been put on the car since I bought it. I will never refer this business to anyone and will definitely use this site to review any other dealership in the future, because after seeing all these complaints..... Clearly this business is a scam!

  Customer Answer

  Date: 10/25/2024

  Good afternoon,

  I am providing documentation for case ********. Please see attached. I also just stopped by the shop where my car is being worked on, to pay a down payment for a new transmission and fuse box. My mechanic says he can provide you with their paperwork once they complete the job. I had no choice but to get someone else to fix the issues since the dealership is avoiding getting back to me.

  Please let me know if there is anything additional you need. 

  Thank you,

   

  Business Response

  Date: 10/25/2024

  Hello,

      While we most certainly do not want any problems to arise for our customers unfortunately purchasing a 14 year old car without warranty poses that risk. The dealership was very upfront with all paperwork explaining the risks of purchasing the AS-IS unit as documented. We would be happy to help ***** in our service department but we would not be interested in paying another shops invoice on a vehicle purchased more than 4 months ago. After speaking to our service team, we can most certainly work out a discount on the parts and labor given she did purchase the vehicle at our location. Please advise if you would like to take advantage of this offer.

  Warm Regards,

  **** *******

  General Sales Manager

  Great Lakes Hyundai of Dublin

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

  Customer Answer

  Date: 10/30/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22468962
  
  I am rejecting this response because: 

  It is amazing how I can get a response after filing a complaint but cannot get a response with all my calls, emails or texts to your dealership. A couple things I would like to respond to, yes 4 months because I have spent the last 2 months trying to get someone at the dealership to just acknowledge my existence. 1 month it has been in the shop and the remaining 2.5 weeks was waiting on my son to get his license and insurance to kick in. Also yes it is an older car and very amusing how you can talk this car up and say how great it is and how there is nothing wrong and it will last forever since there is only 100K miles on it. You can say we serviced the vehicle fully and there were no issues etc... but NOW it's an old car and old cars will have issues and what do you expect... The car hasn't even had 50 miles put on it, I am pretty sure that if you would have said within 50 miles, you will have 4 major issues with this car, I would have not bought it and neither would you! I get it, you work in Sales, it's your job to BS people and convince them to buy the c*** your dealership gets to sell. I am not sure how you sleep at night knowing what a scam you are. I also will not be stepping foot back on your property. If you sold me a lemon, how could I even trust that you would fix the issues and fix them correctly? I will stick with my local mechanic who will fix the *** you sold me. Lastly, you should really ask yourselves as a business in this community, how are there all these complaints against your dealership if you are so honest and reputable? How is it that you have such a crappy rating and horrible reviews, is it that all these people are liars and out to pull one over on you or is it that your dealership has scammed and wronged so many people in the community? 

  Oh and this will not be the last you hear from me. I promise that!
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:07/10/2024

  Type:Customer Service 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 car on 5/31, at that time my windshield was cracked so I called in the next day 6/1 to see if they could repair it as we were leaving the dealership 2 hours after they closed. I was told and emailed multiple times that they had to wait to hear from a ** about fixing my windshield. After awhile I called in and they told me that the guy who sold me the car no longer worked there and that's why it was taking so long and that was why I was passed off to so many people. Since then I have called 4-6x to see if I can get it repaired. The only time they called me back was when they needed me to fill out new paperwork because they told me they had me sign the wrong thing. When I went in they assessed my windshield as I told them I had been waiting a month to hear back and nobody had called me. They told me they would call me the next day and let me know when I could come in and get it fixed but I never heard back. I called in 2 days after not hearing anything and they again told me they would call me back when the ** was in office. I had texted the guy who was doing my paperwork as he had asked me for a paystub and I informed him my tags expired soon and that I still has not heard anything back about my windshield and I sent him my paystub. He never responded to inform me he submitted my paperwork and he never responded about me needing new tags. I still had not heard anything about a week later so i called in again and told them my tags were expiring as well and I needed a replacement tag since they had not filed my paperwork. They told me they would call me back the next day with an answer. When they called back they told me that I could not get another tag as that could present legal problems. I have explained to them multiple times over my calls and texts that I am pregnant and my baby is due soon so I need to have all of this sorted out ASAP but it has been over a month with no solution to the windshield and the tags expiring.

  Business Response

  Date: 07/22/2024

  Hello, 

        We have scheduled a windshield repair company to come to her instead of her having to drop the vehicle off at the dealership. As far as the registration paperwork - it was mailed out on July 17th and should be arriving at the customers house any day if not today.

  Customer Answer

  Date: 07/30/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21967496
  
  I am rejecting this response because: 

  I still have not heard from the windshield repair company. I just got the title in the mail. I need reimbursed for the extra title I had to pay for as well. 
  
  Regards,
  
  *********************

  Customer Answer

  Date: 08/08/2024

  They have not. After they responded to my complaint to you guys 2 days later I got a call to get it fixed. They came out and said the windshield needs replaced because hyandi had already repaired it once and the repair did not stick. The windshield company told me I should hear from hyandi by Tuesday and they have not called me still. 

  Business Response

  Date: 08/12/2024

  She should have her new windshield installed Tuesday.
  

  
  

• Initial Complaint

  Date:06/25/2024

  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.

  I made an 10:30 AM appointment to get recalls and a steering coupler fixed. I took the day off work to wait for the car. I took my youngest child to daycare and had the older child with me. At 3:30 I picked up the car . I got home and my taillights wouldnt go off and my back brake wouldnt work, my cruise control doesnt work, traction and air bag lights are on the dash. I called the dealership back. They said bring it back I take it back immediately they then say the car needs to stay overnight. I ask for a rental or courtesy car . They as the are packing up to go home for the night tell me they dont have anything. I am now stranded at the dealership and my kids are at home. Another employee offers to drive me home. I am without a car for a second day which is totally the dealerships fault. When I ask for compensation they offer 100 dollars. I missed work and paid them over 1000. I expected to leave at 3:30 with a fixed car . Instead I had to figure out another day without a car and get to work and back to the dealership. I got treated badly and they werent concerned about my safety or my time. I was overcharged and bullied.

  Business Response

  Date: 06/28/2024

  My service manager ******************* did refund the customer ****** dollars, and also gave her a in store credit for ****** dollars. 

  Customer Answer

  Date: 07/02/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21902225
  
  I am rejecting this response because: I was given ****** back to my credit card. Not ******. I was also told if i didnt accept and be happy with that. I wouldnt receive anything . I was given a 100 dollar credit to Great Lakes Hyundai. The credit to Great Lakes is useless because I will never come back . This was my second time interacting with this dealership. My car engine is louder than before I took it in . The belts squeal and the air bag light is still on. I just wanted my car fixed . I received more problems and inconveniences. 
  
  Regards,
  
  *******************

  Business Response

  Date: 07/03/2024

  i would be glad to look at the car and see why the belts are squealing an the air bag light is on.

  Customer Answer

  Date: 07/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21902225
  
  I am rejecting this response because: I do not feel I would get the best care or service. I feel this way because look where we are now. I rather find another mechanic and Great Lakes pay for the new mechanic services . 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:06/14/2024

  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.

  I payed around 16,000 dollars for a truck at the end of November they sold me a lemon. I've had nothing but issues with this truck since they've sold it to me. It's been back to there mechanic over 3 times. I think there mechanic is covering up something they messed up, as I had it in the shop just 3 weeks ago because the whole front end needed replaced. I payed close to 2500 dollars for that service and not even 2 weeks later my check engine light came on so I had it towed back to there shop waited 3 weeks for them to tell me my engine was blown and my warranty won't cover it. I am working on getting it towed to another shop to have a second opinion. I've got all of the paperwork of me maintaining the vehicle and paperwork they gave me of all the things that have been done to the truck since I've had it.

  Business Response

  Date: 06/18/2024

  Mr. ******** purchased the vehicle in September of 2023 as an AS-IS vehicle with 97,395 miles on it at time of delivery. He then chose to purchase a service contract through a third party "****** Auto" at the time of purchase. Since his purchase he has put over 14,000 miles on the vehicle and was fully aware at the time of purchase there was no dealer provided warranty. We have been very accommodating to Mr. ******** inviting him back in to take a look at the vehicle on various different occasions making a claim to his service contract provider which was eventually turned down. We would be more than happy to contact his provider to get a more in depth reason the work was turned down. To date we have not made any promises we could not fulfill pertaining to Mr. ******** purchase. 

  Customer Answer

  Date: 06/20/2024

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

• Initial Complaint

  Date:06/12/2024

  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.

  I bought a car for my daughter from this dealership. There was a service engine light on. The salesman ***** *****) talked to his boss who stated the car was under inspection still, but they would fix the engine light problem and anything else that needed fixed for free. They now say I owe them 400.00 plus to service the engine light. They are also saying the entire air conditioning needs rebuilt and quoted me a price of 1300.00 to fix. This is not what they promised. The sales manager's name is ****. I just want what they promised me. See supporting documentation.

  Business Response

  Date: 06/18/2024

  The vehicle in question was purchased by Mr. ****** daughter on May 21st of 2024 with a check engine light on. The agreement set forth in the documentation Mr. ***** has provided states we would recondition the vehicle fixing the cause of the check engine light on that date. We kept the vehicle here in store until the repair was made on the Mass Airflow Sensor that was causing the check engine light to turn on. The records from our Service Dept. show this reading to be accurate and the work promised fulfilled. Mr. ******* daughter stated the check engine light came back on and we advised her to come back in to have our service dept. take another look at the vehicle resulting in taking the vehicle to a Nissan dealer nearby and having their experts diagnose and fix the issue. The Bill from Nissan was over $800 for an unrelated problem causing the check engine light to return. We then told Mr. ***** we would take care of half of the bill out of good faith and parted ways. Mr. ***** is now calling about the air conditioning in the vehicle which is an unrelated issue that comes with owning a 12 year old car with over 150,000 miles on it. We would also like to visit the fact that the customer signed an AS-IS buyers guide showing no dealer warranty on this specific vehicle. All considered we would like to offer an exchange credit of $5,394 (purchase price) to Mr. ******* daughter towards the purchase of another vehicle. We simply cannot do any more repairs free of charge.

  Business Response

  Date: 06/20/2024

  Here shows the dates after the vehicle was purchased that work was done on the vehicle.

  Customer Answer

  Date: 06/20/2024

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

• Initial Complaint

  Date:03/06/2024

  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.

  Brought my vehicle in for repairs on my tail light assembly do to my brake light not functioning, my vehicle has a warranty extension for this known issue. My tail light assembly needs replaced due to melting and not working. It is a safety concern, I was advised by the manager that a loaner car can not be provided when though the part is on back order but Hyundai does provide rental’s for warranty issues. Also was told by the manager that because I work for another company that owes a Hyundai dealership that they would not be working on my vehicle. Now I have to drive an hour away to have another dealership work on my vehicle and risk my kids in the meantime and hope I don’t get a ticket or get pulled over again.

  Business Response

  Date: 03/07/2024

  This is a former employee that we had issues with. ******* currently works for the ******** *****. They do have a Hyundai dealership. She did not follow the process of a normal employee. She called **** in parts to get the parts ordered before the vehicle had even been looked at. Then called the technician in the shop about installing the lights. She has completely went around the process of what has to be done. We have to write up the vehicle get it back to a technician and verify the cause of failure before ordering any parts. Once that determination has been made and if the lights are deemed bad the we can replace them. This is not a recall it is a warranty extension and the concern had to be verified and datamined before Hyundai will reimburse us for any repair. Do to her skipping the processes that she knows need to be followed, I did tell here to take it to the dealership she works at. We will not be doing any repairs to her vehicle at any of the Great Lakes Hyundai locations.

  Customer Answer

  Date: 03/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: My 2011 Sonata is affected by TXXT warranty extension issued by the manufacture.  I have already been pulled over by ****** ****** because of my tail light not working on Friday 3/1/24.  On Sunday 3/3/24, I received the mailer informing me of TXXT warranty extension. 
  
  On Monday 3/4/24, I contacted Great Lakes ******.  I spoke with an advisor at ****** in an attempt to set up an appointment for the warranty extension.  (See attached screen shot of my time log).  I was directed to the parts department by the advisor I spoke with because the advisor couldn’t answer the question on parts availability.  I spoke with a counterperson (****) who informed me that the components were on back order.  **** went out to the drive to ask about SRC/rental availability and then informed me that the manager was off that day and the vehicle would require inspection prior to confirming qualification for complimentary alternate transportation. To which I agreed.
  
  I then spoke with the BDC, who scheduled me an appointment for 3/6/24.
  
  I arrived at ****** at 3:00pm for my appointment and was met in the service drive by an advisor who immediately went to get the service manager.  I do admit that I spoke with ******* (the technician in question) on my way to the appointment because I was hoping for him to work on my vehicle.  I know ******* is a quality technician and wanted someone I could trusted to work on my car.
  
  The Service Manager, ***** ****, came out and informed me that I would not be provided alternate transportation.  This was prior to the vehicle being inspected for coverage.  At that time, I was informed my parts were already on order (seems odd that this would be the case prior to vehicle inspection).  Ultimately, the Service Manager informed me at the end of this conversation that she was refusing to work on the vehicle because I work for a company that also has a Hyundai dealer.  I reside in ******.  *****, Coughlin’s Hyundai Dealership, is an hour away from my house.
  
  Throughout this interaction I remained calm even though I was being treated with bias and in spite of the Service Manager’s tone about the situation.
  
  Being in the industry myself, I can say with complete certainty that if the shoe were on the other foot, we would take care of the need of the customer, regardless if they were an ex-employee of our company or not.  As a Hyundai owner, I believe I should have the right to choose where, and by whom, my personal vehicle is serviced and should not be turned away.  I think it is a shame this has risen to this point because a company holds onto petty grudges against former employees who chose to leave to pursue professional growth opportunities that they were not being offered in their previous position.  As a brand advocate our priority should be assisting the customer. Especially when it is a safety concern.
  
  I’ve attached the dealer best practices for TXXT campaign.
  
  Regards,
  
  ******* *****

  Business Response

  Date: 03/14/2024

  The Hyundai District Manager has advised that the customer have the vehicle serviced at their own Hyundai store.

  Customer Answer

  Date: 03/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: They did nothing to resolve my issue and had no reason not to service my vehicle. 
  
  Regards,
  
  ******* *****

  Business Response

  Date: 03/25/2024

   Great Lakes has made a stance that we will not working on this vehicle. The Hyundai District Manager has advised her manager to have the vehicle serviced at their Hyundai Dealership.

• Initial Complaint

  Date:07/26/2023

  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 purchased a 2011 Hyundai Sonata from Dan Tobin Chevrolet in 2019. Not long after we purchased it, the engine seized up. I was informed that there was a warranty extension due to issues with this particular years engine rockers failing. I took it to Dennis Hyundai and we fortunately received a new engine in the vehicle and everything was fine until this past May (2023) when the check engine light came on and the engine bogged down. I returned it to Dennis Hyundai and was informed that it was the same exact issue as before except this time I was denied a new engine under this warranty because Hyundai Corporate started that the vehicle lacked “maintenance history” in carfax. There was only 4 oil changes listed in carfax and that’s because I had to have my wife take it to places to have the oil changed while I was away (I was a truck driver). When I was home, I did all the maintenance myself to include the oil changes and other needed maintenance. When I brought this up to corporate, I was asked to provide dates and receipts. I don’t have receipts from oil and oil filters that I’ve purchased. Depending on deals, I’d purchase from different auto parts stores and would have never thought I needed to write down dates that I changed the oil. I just simply knew when it needed to be done just like my other 3 vehicles. I am requesting that this issues be investigated and I receive the engine installed from Dennis Hyundai that is required by their extended warranty.

  Business Response

  Date: 07/31/2023

  Here is a response back from Hyundai on denning any assistance on engine replacement. They asked for the customer to supply records of the oil changes being done on the vehicle,customer unable to provide the documents for Hyundai. 

  Customer Answer

  Date: 07/31/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20381948
  
  I am rejecting this response because:

  Dennis Hyundai is asking me to provide things that I'm pretty sure no one keeps records of,  i.e. reciepts for oil, oil filters etc...I can provide estimated dates of when I performed the maintenance on this vehicle if they'd like, but thats about it. This is a known issue for this year/make/model of vehicle. There is an extended warranty added due to a settlement. They have replaced the engine once because of the same exact issue and now they're trying to get out of doing it again because I don't use services like dealerships or oil change facilities for stuff I can do myself. I use them when I need to, i.e. I'm not available so I'll have my children take it in. Other than that I maintain all 6 of my families vehicles to include a 2012 F150 that has almost 300,000 miles on it. Pretty sure you gotta be able to take good care of vehicles to get to that many miles. The bottom line is, they're baseing their entire decision off of a carfax report. So more or less, I'm being told that if I don't use a service that's going to overcharge me and report to carfax for something I've been doing for 30 years then I don't get the benefits of a settled extended warranty because I didn't keep receipts for oil. Doesn't seem real fair. 

  
  Regards,
  
  ****** *****

  Business Response

  Date: 08/01/2023

  Unfortunately i can not make those decisions for Hyundai. I sent their response back on no assistance in this case. I will provide the number to consumer affairs, they can call them and plead their case with them.

  That number is ###-###-####

  Customer Answer

  Date: 08/01/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20381948
  
  I am rejecting this response because: 
  

  This response is the same response that I got from Dennis Hyundai when they refused to apply the extended warranty settlement to my car again. I contacted their consumer affairs and they stated that they couldn't override the decision and to contact the BBB. So round and round I go because I don't have receipts of purchases for oil and oil filters. And even if i did, is it going to prove that that oil and oil filter was or was not placed in that car. No, it won't. It will only prove that I bought oil. Its a ridiculous request. Hyundai made a faulty engine and are refusing to do the right thing and stand by the extended warranty settlement. I do not have access to the settlement, but im assuming it doesn't say anything about having to maintain records of maintenance on carfax or keep receipts of what you do. 

  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:06/01/2023

  Type:Customer Service 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.

  We have made multiple attempts to contact the dealership regarding our 2017 Sonata that was stolen the night prior to our appointment for the recalls to correct the problems with the ease of the make and model of vehicle being stolen my the known theft ring Kia Boys. We have called and left messages, begging them to tell us if we could have our vehicle towed to them or not, written to them via FB Messenger twice, called the central scheduling and been sent through cycles of repeat automation phone systems and even used the locations chat feature and not one person would return our call. We had to have the vehicle towed to a local shop, but need to make sure that we immediately have the recalls done, so that we do not need to fear having the vehicle stolen again. It is not our fault that the car was stolen and I had the courtesy to call and leave a message the day of our appointment 5/19/23, as we walked out to drive the car over for our appointment, only to discover shattered glass where the car had been parked and the vehicle was gone. It was recovered the next day 5/20/23 and no one would return our multiple attempts to contact them from 5/22/23 through today 6/1/23.

  Business Response

  Date: 06/02/2023

  The service manager will be reaching out to the customer today to come up with a resolution to get the recalls done.

  Customer Answer

  Date: 06/06/2023

  
  I accept the business's response to resolve this complaint and they have done so. The car has also received the recalls and will be awaiting further repair by the dealership caused by the thieves when they stole the vehicle. 
  Regards,
  
  ******* * ******* *****