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:02/11/2025

  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 bought a car last February. I was told it was $22,000 and I was told it was certified so it came with all these warranties I also have been rebuilding my credit from divorce and they said that I could come back in in a year and upgrade to the carI really want But what they did was, they put me with a predatory lender and charged me for the warranties and didn’t tell me and my loan was for $28,000. I am top heavy on this loan now for $10,000. I went to trade in my car and I can’t because of this. I also have been paying on my loan extra amount thinking I was paying it down. I found out a couple weeks ago that they don’t take the extra payments towards the principal even if you call and ask them to, so there’s no way for me to pay the loan down. They knew that. I am stuck with this car. I don’t know what to do And they put me on hold for 10 minutes and they won’t help me. They knew this was supposed to be a steppingstone car. They knew this was supposed to help my credit not heard it and they did the exact opposite. I’m so frustrated. I’ve worked so hard to. I may have to declare bankruptcy because of this in order to get out of the loan.

  Business Response

  Date: 02/19/2025

  I reviewed the customer's account and everything was done legally and ethically for this customer, Unfortunately at the time of the transaction we only had one bank that was willing to give the customer an approval based on here financial situation. She is also had negative equity in her trade in that had to be added to the loan amount. I did have my Finance director reach out to the customer last week to see if we could help in anyway. He did offer to cancel the ancillary products on the loan like GAP and Mechanical service plan to lower the loan balance but we have not heard back. I am sorry she isn't happy but at the time we did everything we could to help her with the situation.

  Regards,

  John *******

  General Manager 

  Ken Ganley Westside Imports

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed. 
  

  I disagree with the response because it was not ethical. They know it wasn’t ethical they even admitted it wasn’t. They put me with a predatory loan and now they won’t help me get out of it. They know they screwed me. I was never told about the negative equity they know that. I am so unhappy that they will not help me, but they are more than happy to put me in a loan that I can’t get out of and they know they did me wrong. They admitted it on the phone last week. They need to help me get out of this loan. I did take their offer of reducing the stuff I didn’t know was on there that’s why they let me get it off because they know I didn’t know it was on there and I was told my car was being covered 100% trade-in they are liars
  
  Regards,
  
  ***** *******
  
  
  
  
   

• Initial Complaint

  Date:06/24/2024

  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.

  My car was recovered after being stolen and taken to Ken Ganley for repairs. The appraiser submitted the initial estimate on 4/3/2024 and has since made payments directly to the dealer of $2,770.30 and $725.12 on 4/16 and 4/26 respectively. I have made numerous calls to the dealer to learn the status of my vehicle and have left messages with no return calls. The one time I spoke to someone was at the end of May and I was told they had not yet started the repairs because they did not have authorization from the insurance. They requested the claim number again, which I gave them, and stated they would contact the insurance company. I have tried to call since then for an update and have yet to reach anyone or get a call back.

  Business Response

  Date: 07/10/2024

  Hello Ms. ******, 

  We wholeheartedly apologize for the multiple delays in completing your Hyundai's car repairs. Mike ******* advised us he has spoken to you today and we expect repairs to be completed by early next week at the latest. Thanks for your patience with us and this lengthy process. 

  Jason *******

• Initial Complaint

  Date:03/23/2024

  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.

  Leased a vehicle from Ganley Subaru. Placed a $5000.00 down payment on the vehicle 01/06/2024.. The salesman ran my card through, adding an additional $100.00 fee, for a total of $5100.00. I was not advised of this fee, nor was there any sinage posted or anything on my receipt that indicated that a fee would be added if a credit card was used, or the fee itself. Although the salesman told me that it was a new policy just in effect, he must of realized that an error was made by not advising me of the added fee. The salesman asked me if I wanted the fee returned, to which I told him yes. Instead of cancelling the transaction, it was decided that I would be issued a check for $100.00, to which I agreed. On Janurary 25th in an email to the salesman asking about the refund, he told me that he thought it would be 2 to 3 weeks, on that same date I received another check owed to me paying the last payment on my traded in vehicle. On February 10th, I sent another email to the salesman which read "I have not heard back from you on the status of the $100.00 refund I was promised, in regard to my $5000.00 credit card charge. Because I was not told about this charge, and given the opportunity to provide another form of payment, you sent in the request for a refund of that charge.. I have added (Sales Manager) to this email, as you instructed in a past email." To which I received a reply from the salesman " Hey just spoke with (Sales Manager) sorry for the delay. I am working in the Hyundai building as of right now so I kept missing him yesterday. He said he will contact the office and have another check sent out to you. Since then my emails have gone unanswered.

  Business Response

  Date: 03/25/2024

  Dear Mr **********,

  I am the General Sales manager and this is the first I'm hearing about this. I apologize for the inconvenience and delay, I will get this handled and a refund of $100 will be in the mail ASAP. I will also counsel my staff on the importance of taking care of customers concerns in a timely matter. please feel free to reaching out me at any time in the future at ************* *** **** John ******* or ************************* .

  Kind regards
  

  Customer Answer

  Date: 03/26/2024

  [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 have reviewed the response made by the business in reference to complaint ID 21475964, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** **********
  
  
  

• Initial Complaint

  Date:10/30/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 was purchasing 4 new vehicles for my business. In the process of signing, there was a fifth vehicle where as I stood, it was supposed to not be in that stack and was deceiving in nature. I was placed as the main cosignor. The person who has the vehicle has written bad checks, forgery and now, not paid the bank for the vehicle in over 180 days which has resulted in my credit being ruined because of non payment. He also used my personal credit to purchase car insurance, and the same credit card to purchase 1800.00 in fireworks. Maple Heights PD caught him with my bank card on his person. Unacceptable. 5000.00 for a gas bill.

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 8/21 took my 2019 tiguan into dealer. Twice in August the automatic emergency brake system engaged by itself with no one around my car. Later that day I was called by dealer to fill out something called questionnaire and complaint document. They said it would have to be submitted to VW to get the problem fixed. After 8 days was told car good to go. Upon picking found that they could not diagnose any problem and as far as they were concerned the car was fine. I spoke to VW customer care and got same response. I emailed dealer a few follow up questions and as of now no response.

• Initial Complaint

  Date:09/05/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 attended a charity auction and won a certificate for a full vehicle detail at Ken ganley Bedford, Ohio. I contacted them to redeem my certificate which I won for $150. I told them when I scheduled the appointment that I had the gift certificate and they said it would be no problem and schedule the appointment. I left work early and made plans to be picked up as they said the detail would take two to three hours. When I arrived at Ken g***** I showed them the certificate and they said it would not be honored because they have a new GM. They kept my certificate but I have a picture. It is not expired and I just don't understand if they weren't going to honor why schedule the appointment. See attached pictures. Also see the attached flyer for the charity auction I attended.

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Monday June 26th 2023, I had my car towed to Ken Ganley Westside Imports (Hyundai Service Dept) because I was getting a Hybrid error/warning. They weren't able to evaluate/diagnose the issue until July 6th, 2023. The repairs cost I was quoted was around $1600 before taxes. Today, July 7th, 2023 I spoke to Max the Service Manager who said they would decline and refuse to send in a Payment Auth to Hyundai Corp. I spoke to Hyundai Corp and they said the dealership needed to submit a P.A. and they would make sure it would get reviewed. When I asked the dealership why I got different answers, to begin with. First I was told they submitted too many so they can't really submit anymore. Then I was told they pretty much just didn't want to, that they don't know if it would get approved. After pushing the subject a little more I came to realize that it's because they already do 'enough' warranty work. Apparently they charge more per hour for labor with non-warranty work. Max ended up telling me that even if it was approved for some amounts through Hyundai he would be charging me the difference in labor (because they don't want to be bound to warranty labor amounts/prices...apparently???) so it would still be a substantial amount. His customer service was non-existent and even rude. If I would've known that I wasn't going to get a service manager and advisor that would work their hardest to help me I wouldn't have gone there. So now I'm stuck paying for a diagnosis...and I am going to have to have my car towed to another dealership that confirmed they would help me in that regard, but the dealership I'm getting my car towed to also has to do a separate diagnosis themselves. I'm going to be without a car for about another month. I could've saved 2 weeks of my time, $180ish and about 4-5 hours on the phone to get things resolved and figured out, if Ken Ganley Westside Imports (Hyundai Srv Dept) would've been willing to help or upfront about the lack there of.

• Initial Complaint

  Date:05/22/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  BUYER BEWARE! I dropped my 2015 hyundai Sonata sport off for 4 recalls to be fixed on 05/19/2023. I received the call to come and pick up my vehicle later the same day, that all the service was completed. Upon entering my vehicle the driver seat was moved all the way back to it's furthest position. I moved the seat up to my regular seating position and went a little too far forward and when I attempted to adjust the seat backwards the switch would not work. I tried this many times with no luck. I entered the dealership and explained the issue and a mechanic came out to diagnose the issue and agreed there was an issue and I was left with the impression that the service was covered since the seat was working when brought in for service. They kept the car over the weekend and I received a call Monday morning that the service would cost me $272 to fix the issue that they caused and acknowledged as much the previous Friday. Needless to say this was not the outcome I was looking for and decided to go elsewhere to have the issue fixed. Please be careful in getting service done here as you may come in with one issue and leave with another.

• Initial Complaint

  Date:07/23/2022

  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 brand new 2021 Hyundai Sonata last year immediately a month after purchase I started having problems with my radio, I called in and they asked if I had an iPhone. I told them yes and they would continue to tell me it’s because of the iphone. My car would continually disconnect from my phone during a drive. I would call them time and time again asking what can be done to fix this issue, to which they tell me I have to call iPhone. I then had a day where my phone was off amid a drive and the car was still connected to my phone. I brought it in and showed it to the Hyundai service manager Wheatley, he saw it and confirmed that my phone was not on and the radio was still connected. It got to a point where I had to point out that I pay for electronicss coverage and have been since purchase and I don’t believe it’s legal to not check out the car and fix it. Well after months and months of issues and them “updating the vehicle” the problem persisted to which I’m being told I need to get an android to fix the problem. I attempted that in November as I was driving down to Georgia for vacation. I had an android and it would not connect whatsoever. I told this to ganley westside upon my return. To which they “update” it. Two months ago I brought my vehicle in under terms of them not doing a full job as I pointed out, I recognized a few inconsistencies. They held onto my vehicle for almost two months, with a week in between where I had my vehicle. I recieved my vehicle last week and with a new radio still has the same continuing issue and a new issue. I’m being told there nothing that can be done by one of the service reps and a manager who said he’d look into it. I can’t fathom paying for electronics coverage and not receiving electronics coverage. I called the main manager yesterday and left a message that I’m giving them one last shot before seeking out legal assistance

  Business Response

  Date: 08/09/2022

  Hello, 

  We have checked *** *******s car four times for radio concerns, the last visit we were able to verify his concern after many attempts. We ordered and replaced a radio and attempted may times afterwards to verify the concern was fixed. We last spoke to him recently and the only concern at that time was that the camera stays on for 10 seconds after putting the car in drive. He was advised how to turn that setting off by our Service Manager, **** *******. We are not aware of any other concerns at this time. Each visit we have followed ********* directions on how to proceed to attempt to resolve Mr. ******** concerns. Attached are the related repair orders for review purposes. 

   

  Thanks, Jason Romanak