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:03/18/2024

  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.

  My car part turbo was warranty under the dealership they had me wait four months for the part when the part came in they refused to put the part in also wouldn’t give me a loaner car Ms Holly was very ruin they wanted the part for another car and wanted me to pay for a part that was under they warranty they made all kind of excuses why they wouldn’t put the part in now I’m with out a car

  Business Response

  Date: 03/28/2024

   

  RE:  Complaint ID ********
  **** ***********

  
  This complaint was delivered to Ganley Hyundai in error and re-routed to Ganley Chevrolet as the Service visit occurred at Ganley Chevrolet.

  
  The facts of the matter are, the vehicle was not purchased at Ganley Chevrolet but was brought into Service for a recalled part issue, communicated to her through a Special Coverage Letter.  The part covered under the Special Coverage Letter (the turbo charger) is not causing the current issue with the vehicle.  Installing the turbo charger not only will not fix the current rough running issue but if installed, it might get damaged due to internal engine issues contaminating the oil that cools both the engine and the turbo charger.

  
  The consumer’s 2016 Trax initially came into our Service Dept on 11/24/23 with a Special Coverage Letter identifying an issue that called for the replacement of the turbo charger.  The Trax did not have any drivability issues or any need for servicing at the time.  The part was on national back order and was not available to the dealership for about 4 months.

  
  In the 4-month period waiting for the part, the consumer’s Trax started running rough and a check engine light came on.  Apparently, it was running so rough that it was towed into our Service Department on 02/28/2024 for diagnosis.  The technician scanned the vehicle and found the engine was misfiring and detected the cylinders 3 and 4 were identified as the possible source.  Attempts to remove the spark plugs found that the plugs in cylinders 3 and 4 were seized in the cylinder head.  After using lubricant and freeing the spark plugs it was found that the cylinder 3 plug was bent in towards the electrode and cylinder 4 spark plug was severely fouled.  A recommendation was made to replace the spark plugs and coil to attempt to get the vehicle running correctly and recheck.  The consumer declined the work.

  
  Our Service Manager authorized installation of new plugs, at our cost so we could identify the possible problem.  After installation, the misfire returned on cylinder 3 indicating an internal engine issue.  This was reported to the consumer, and she declined further diagnosis at this time. 

  
  The vehicle was later towed out of the Service Department by the consumer.

  
  We still have the turbo charger for her vehicle in stock but until the internal engine issue is repaired, the vehicle will not run and the turbo would be in danger of getting damaged.

• Initial Complaint

  Date:03/11/2024

  Type:Billing 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.

  On March 9, 2024 I was looking online for a vehicle listed under $1000 and I came across a listing on ******** for a 2022 Hyundai Tucson SEL with 52,949 miles on it listed for $1. I read on down the listing to the Seller's notes about the car that the Ken Ganley Parma Hyundai auto retailer listed about the car to see what could possibly be wrong with it that it was only listed for $1. As I am reading it seems there is nothing wrong with the car it just lists what all they offer at their business, and it states in that commitment twice how their prices are "clearly advertised price BELOW their market value and their best low price clearly advertised for each vehicle." Those are the exact words stated on their online advertisement. So, when I called this business to let them know that I would most definitely like to purchase this vehicle that they had listed for $1 they tried telling me that isn't the price and was going to raise the price of the vehicle substantially. So, I would like for Ken Ganley Parma Hyundai to honor their Seller's note about the 2022 Hyundai Tucson SEL that is listed. I have multiple screenshots with all the information of the car and the price listed. I saw this ad today March 9, 2024 listed on Cars.com. There was no information about a down-payment of $1 for the car it plainly stated that was the price. I have the money, I have insurance, and I have a valid licensed driver for the car. I was refused sale over the phone with Mr. Chris ****** who said he is the Pre-Owned Manager. I ask to speak to his boss and was refused that request. I simply want them to honor their commitment to their customers and sell me the car listed for the purchase price of $1. I have enclosed screenshots showing the stock and VIN numbers for the Hyundai so that they can not deny this ad was ever even up.

  Business Response

  Date: 03/11/2024

  An error occurred regarding the price of a vehicle when it was listed on our website on March 9, 2024. The price listed at $1 was a mistake and was immediately corrected once it was discovered. The vehicle is a 2022 Hyundai Tucson SEL All Wheel Drive. No reasonable consumer would expect to purchase a vehicle valued at $22,999 for $1. 

• Initial Complaint

  Date:05/05/2023

  Type:Delivery 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 purchased a 2022 Hyundai Tucson Hybrid from Ken Ganley Hyundai Parma dealership on September 12, 2022. After trading in our SUV and paying the rest in cash the price amounted to $40,000 and It came with all the bells and whistles, we also purchased all kinds of extended warranties for an additional $3,000. There was one little problem at the time - our Hyundai came with only one key fob while it was supposed to come with two. We were promised the second key fob would be at the dealership in a week or two and they would send it to our address. They never did. Since then, it's been almost eight months and we still can't get our second key fob. It's almost as if they started to ignore us the moment they got the cash. They promised multiple times to call us tomorrow, next week, or in 15 minutes, and never did. Not a single time. Having only one key fob creates too many problems because not only our family members can't use the car at their convenience, but there is also a risk that this key fob gets lost - and then what? Why would anyone want to get a new car with only one key fob and no way of getting a copy? We called them, we went to the dealership, we talked to the service and to the salespeople and no one could give us a credible explanation why the second key fob never materialized. They would give us all kinds of reasons, starting with a backorder, with COVID-19, chip shortages, and recalls, and eventually, we were told to wait to get it "sometime in 2023". We had complained to Hyundai USA and they tried to talk to the dealership and were also ghosted, never received a callback. This is not a good business practice. If anybody asked our opinion on the quality of service we would have to assess Ken G***** Hyundai Parma dealership as 0 out of 5. Not recommended. I wish we bought a Subaru or something else that doesn't require waiting months and years to get what the car was supposed to come with. Moreover, never anything from a Ken G***** dealership.

  Business Response

  Date: 05/18/2023

  We have reached out to inform the guest that the key is in stock and available for them. Left another message today to find a convenient time for them to stop in and have the key programmed to the car. 

  Customer Answer

  Date: 05/20/2023

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

  Only after BBB became involved, the problems got magically resolved.

  Thank you, it really works!

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

  
  

• Initial Complaint

  Date:06/27/2022

  Type:Billing 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.

  The service department of Ganley Hyundai of Parma overcharged me with a nasty attitude. Firstly, My tire got broken on the highway, what I need is just to change a tire. However, the service advisor Matthew V******** insisted on changing the entire wheel while many other third-party experts told us the rim of the wheel was ok. He took our car as a hostage and refused to give us further explanation. Finally, after five days of waiting, we had to buy a whole wheel from this store to get our car back. After I got my car back, I took that "damage rim" to ******** ****, and ******** **** said my rim was ok to use. They changed the broken tire of that "damage rim". If what Matthew V******** said is true, why ******** **** was willing to change the tire for me? The green grass photo shows the "damage rim" with a new tire installed in the ******** ****. Secondly, the service advisor Matthew V******* asked for a lot of money. Matthew V******* even put an alignment fee on my bill, ignoring the new car warranty. Thirdly, the service advisor Matthew V******* did not do the front alignment after he installed the wheel. I had to find another Hyundai store called Miller to do the alignment, and they didn't charge me any money.

  Business Response

  Date: 06/29/2022

  Thank you for the e-mail. I would like to respond to complaint ID ********.

  
  

  In regard to the attached complaint, I want to let you know that there was a severe language barrier upon the initial visit from the three Asian gentlemen including Mr. ****. The 2022 Elantra with out of state plates arrived via tow service initiated by Mr. ****. The right front tire and wheel had been removed due to severe impact and the tire was flat in the vehicle.  The spare was on the right front and was flat and torn. Front bumper damage was evident and was later revealed to have been caused by the tow company.
  

  
  

  Our Advisor and Assistant Manager, Matt, tried tirelessly to communicate on the initial visit and subsequent visits by the gentlemen.  It was not until a phone call was made to an interpreter that an understanding was reached to acquire a replacement tire and wheel: mount and balance it, and install it on the right front so the group of gentlemen could pick up the vehicle. The gentlemen asked to retain the old tire and wheel and spare.  They were placed in the vehicle. The parts were all damaged beyond repair or use.

  
  

  Matt received a full insurance estimate from ***** **** Insurance, (Mr. **** had contacted his carrier), totaling $1,036.80 and Mr. **** declined as he had a $1,000 deductible. Included was the wheel: tire: spare: front lower deflector; and an alignment.

  
  

  Our plan was to complete the work based on Mr. ****s' insurance carriers estimate. The interpreter stated the gentlemen would be returning out of state to get the balance of the suggested repairs completed. The tow company also had stopped by to pick up the vehicle to repair the damage they incurred.

  
  

  Overall, Matt dedicated considerable time to our valued customer and unfortunately, a high level of communication was not achieved.

  
  

  Regards,
  

  
  Ganley Hyundai of Parma Ohio OH041
  Genesis of Parma OH711
  
  Ian W. F*******

  Service & Parts Director

   

  IF*******@ganleyauto.com

  (216)-749-2525

  Customer Answer

  Date: 06/29/2022

  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 appear below.

  Although Mr L** wants to use the language barrier as an excuse, he can not change the fact that their Advisor and Assistant Manager, Mr Matthew V********, called a good wheel trim a damaged wheel trim,  forcing me to buy a new one wheel to get my car back. If you take a look at the tire photos, you can see the rim is not bent or damaged. A new tire is already installed on this wheel rim by ******** ****. This rim is totally fine.
  
  The language barrier can't be why Mr Matthew V******** put the alignment fee on my bill, ignoring the new car warranty. This is not what warranty works.

  The language barrier can't explain why they didn't do the front wheel alignment for my car after they installed a new wheel on the car. A car can not go straight and is very dangerous on the road.
  
  In addition, no matter how hard-working Mr L** describes Mr Matthew V********, Mr Matthew V******** did not take care of us actually. The first time we called him, He hung up the phone before we could finish talking. He promised us to send a photo of our rim, but he never did. We drove to Cleveland, hoping to get some further explanations on the situation of our car. We visited Ganley Hyundai of Parma on May 25th and May 26th; Mr Matthew V******** refused to face us and give any explanation. In fact, It is we who tried tirelessly to communicate on the whole process. Unfortunately, Mr Matthew V******** kept avoiding us and didn't want to answer any questions from us.

  Regards,
  ******* ****
  

  Business Response

  Date: 06/30/2022

  In response to the rebuttal for Complaint #********, it appears ******** **** mounted a new tire on the spare rim.

  We followed the ***** **** recommendation and replaced the clearly damaged tire and stock rim that is the regular equipment.

  
  

  The additional repairs by ***** **** were declined by Mr. ****. We were instructed to only replace the original tire and rim.

  Further, Mr. V******** did not put any alignment fee on the bill.  That was one of the items recommended by Mr. ****s insurance company yet declined along with spare tire replacement.

  
  

  Mr. V******** and his co-worker dedicated well over an hour with Mr. ****.

  
  

  Again, the rim that ******** **** mounted the new tire on must be the spare rim and no alignment fee is on Mr. ****s invoice.

  
  

  Regards,
  

  
  Ganley Hyundai of Parma Ohio OH041
  Genesis of Parma OH711
  
  Ian W. F*******

  Service & Parts Director

   

  IF*******@ganleyauto.com

  (216)-749-2525

  Customer Answer

  Date: 07/03/2022

  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 appear below.
  

  Firstly, What ******** **** mounted a new tire on is the original regular tire. I have attached the spare tire photo. The spare rim has a completely different look compared to the regular rim. It is kind of surprising that Mr Ian W. F*******, an senior service expert, can not distinguish between the regular trim and spare trim. The regular rim is not damaged, and ******** **** mounted a new tire on it. Please take a look at the invoice of ******** ****, the type of that tire is a regular tire, not a spare tire.

  Secondly, I declined the additional repairs by ***** **** because Mr V******** and his co-worker put items on the insurance bill that we shouldn't pay for. No one will pay for the items which they shouldn't pay for. During our visit to Ganley Hyundai of Parma, what Mr V******** and his co-worker said was both our spare rim and regular rim were damaged, but now Mr Ian W. F******* says the spare rim is useable.  

  Thirdly, Mr V******** and his co-worker didn't dedicate themselves well to us. Mr V******** promised to give us a call back on May 26th, which he never did. Mr V******** pledged to provide us with a photo of the damaged rim on May 24th, which he never did. Mr V********'s co-worker was still taking the call from other client or working on other clients' documents while talking with us. In the whole process of communication, we can feel that they are perfunctory to us.

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

  Business Response

  Date: 07/05/2022

  Good afternoon-

  
  

  I received the photo sent along by Mr. ****.  The photo is his spare assembly.  I'm not sure if the independent he took his vehicle to replaced the wheel and tire, but typically, the spare tire comes separately. The spare rim inside lip was bent (which our representative showed Mr. ****) and the tire was shredded. 

  
  

  Again, we followed the estimate and inspection of Mr. ****'s insurance company, ***** **** with our recommendations. We only completed the approved work by Mr. ****.

  
  

  Regards,
  

  
  Ganley Hyundai of Parma Ohio OH041
  Genesis of Parma OH711
  
  Ian W. F*******

  Service & Parts Director

   

  IF*******@ganleyauto.com

  (216)-749-2525

  Customer Answer

  Date: 07/09/2022

  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 appear below.
  
  Good afternoon
  
  Firstly, What Mr Ian W. F******* said is wrong. The spare tire comes with the car. I have attached the equipment list for my car. I have no power to take my vehicle to replace the wheel and tire independently. 
  
  Secondly, They are responsible for my repair bill for the ***** **** because the items on the bill are recommended by the representative of Ganley Hyundai of Parma. It is Ganley Hyundai of Parma's fault to put the things(deflector and alignment ) that I should not pay for on my bill. 
  
  Thirdly, the most important thing is that they deceive consumers by telling a good wheel rim to be a damaged one. The regular tire rim is not damaged, but they lied to us that our wheel rim is damaged. The repair work could be done in 2 hours with a cost under 400 dollars. However, Because of their cheating, we spent far more money and five days on repairs. This is also the main reason that I request a refund because they made me pay for the item that I should not pay for.
  
  Regards,
  
  ******* ****