Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dealership was practicing a bait and switch. Provided a vehicle sale value, but when I went to sell the vehicle to the dealership, they would only honor the sale value if I “traded in” the car for a car on their lot. This was not included in any communications. I wasted my time trying to give this dealership my business. Sleazy business practice. Buy multiple cars for family and work annually and will NEVER give Jeff Wyler my business given the way they bait and switch.

  Business response

  12/18/2024

  We apologize for the inconvenience afforded Mr. *****. The KBB Instant Cash Offer was initiated on September 30, 2024 (attached). We are no longer in the market for "purchasing" any Electric vehicles, unless the vehicle is traded in. This is due to the uncertain future of the EV market going forward. Of course, if someone wants to buy a car from us, we will find a way to take the trade even if it means acquiring a buy bid from an outside party. The only reason we invited Mr. ***** in was that his email correspondence to us on 12/16 (attached) stated that he was "ready to trade in my Ford Lightning". As a result, our team reached out to invite him in. There was no "bait and switch" that occurred. We simply are no longer interested in outright buying his Ford. If Mr. ***** wants to pursue further he can reach out to our General Manager, D***** S****, at ************. 

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed an insurance claim to get my **** ******* ****** repaired after it had been stolen and took it to Jeff Wyler Superior Hyundai for repairs . The estimator wrote me an estimate for body work that was >8000 however my insurance wouldn’t accept it because it was totaling my vehicle. I had the estimator remove a DETAILING only and that lowered it so it was deemed fixable, I dropped my car they kept it for almost a full 3 weeks. once I went to pick up my vehicle I paid my $500 deductible and immediately after pulling off noticed it was driving a bit off. The next day they were closed by the time I reached out so I left a voicemail because it was noticeably driving different than when it was dropped to them. Their next open business day I reached out to them as soon as they opened and they told me I could bring it to get looked at and when I arrived they stated a part of my cars suspension was broken. I immediately knew this was something that occurred while in their possession since there were no suspension issues when I dropped it off since I had drove it and it was something I noticed. They refused to fix it and wrote me up another $500 estimate to come out of pocket . I refused and asked to speak to the manager in order to resolve this because I shouldn’t be liable and instead they refused to fix it and attempted to get me to sign a paper stating they weren’t responsible which IS NOT TRUE. They then refused to give me my keys for 30 minutes until I signed it which I still refused and I had to reach out to the authorities in order to receive my keys. Now I have to sue them for the repairs and my car isn’t drivable when it was only having cosmetic damages before drop off .

  Business response

  11/14/2024

  This vehicle was repaired in our Body Shop for having cosmetic damages due to a break in/theft. It was never driven on a roadway by a member of our team. It was taken from our back fenced lot no more than 50 yards into the building to our paint booth. The damage to the rear control arm was caused by a hard impact. It is evident by the damage seen from the front of the vehicle to the rear of the underneath of the car. We never had a reason to lift the car off the ground since it was just repairs to the outer panels and the inside at the steering column. 

  We do not accept the desired settlement request. However, The customer does need to address this safety concern on her ******. With the original estimate being near $500 we are willing to reduce the cost and fix it for her with recycled parts. Her cost would only be $395. Since these are recycled parts they will carry no parts warranty. In addition, this cost will include a 4-wheel alignment. *** ******* will simply need to call our Body Shop and schedule the work to be performed.   

  Customer response

  11/14/2024

  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, reasons for rejection are included below.

  
  

  
  

   

  I refuse to come out of pocket for the repair of something done while the car was not in my possession. I didn’t have any hard impact before dropping the car off, nor after nor do I have any damages other than this specific one supporting that claim. I feel this is being stated as an effort to gouge more money from me after I just paid a $500 deductible and wasn’t experiencing any of the now in-ignorable issues to my vehicle. 
  
  
  
  Regards,
  
  ******** *******
  

  Customer response

  11/20/2024

  I drove the car for 2 weeks prior with no issues as far as how the car drove, which is why I noticed the difference immediately upon pick up of vehicle. The only issue I had originally was with the theft damages which were the only ones quoted in my insurance claim and the original estimate performed by Hyundai . 

  Business response

  11/29/2024

  Our original response remains in effect. We are willing to assist the customer getting the repair performed at a reduced cost to her. She just needs to contact our Body Shop and set up a time to get it done. I am not sure what changed in the response from the initial concern that we addressed on 11/14. 

• Initial Complaint

  03/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Bought a car it was delivered 12/27 to the house. Part of the deal was to get another key fob. Have yet to receive the key fob, have tried to contact multiple people only to be told will get a call back to not get any call. It’s been almost 3 months and nothing has been done I either need the key fob or the money to get the key fob

  Business response

  03/18/2024

  We apologize for the delay and breakdown in communication. The customer has an appointment to have the key made. 

  Customer response

  03/18/2024

  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, reasons for rejection are included below.

   

  there has been no appointment made as of yet, was given contact information for a used key maker with no response.
  
  Regards,
  
  ******** ******
  

  Business response

  03/25/2024

  The Keymaker should be reaching out this week. I was told he was on vacation last week. We could not make the key here since it was a ***** and we are not capable of doing so here. The keymaker we are setting you up with we use very often for keys. He will provide a quality product. Please advise when you are all set.

  Customer response

  03/30/2024

  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, reasons for rejection are included below.

  keymaker reached out, but no key has been provided, and no appointment has been made. Gave info that was requested responses has stopped from keymaker
  
  Regards,
  
  ******** ******
  

  Business response

  04/04/2024

  Gerald G*****, GSM, spoke to your husband and they are coordinating a mutual time to get the key made.

  Customer response

  04/09/2024

  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, reasons for rejection are included below.

  contact has been made, but schedules always conflicting. No key provided, no appointment made

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

  Customer response

  04/09/2024

  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, reasons for rejection are included below.

  contact has been made, but schedules always conflicting. No key provided, no appointment made

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

  Business response

  04/22/2024

  Appointment is set for 4/23 to resolve

  Customer response

  04/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  Key has finally been received
  
  Regards,
  
  ******** ******
  

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Jeep from Jeff Wyler on Aug 26 of this year. I left with a 6 month/6000 mile warranty. I went for my first oil change and they stated that I was 2 quarts low and you could smell oil burning. I tried contacting them and would never get a call back or answer to an email. So, I just made an appointment at the place I bought it. Since it was a Hyundai dealer and not Jeep, he told me to I should go to the Jeep dealer in Wyler Eastgate. Which, had they called me back it would have saved me that first trip. So, I proceed to make another appointment with Eastgate, which is another week later. I took my Jeep in on 12/27. They tear it apart and diagnose it. They call me and tell it's a huge oil leak and that, big surprise, it isn't covered under the warranty and it's going to be $1900! First of all, I understand that it was a limited warranty, but the Jeep NEEDS oil to run. Why wouldn't that be covered? I was not made aware of the issue at the the time of purchase, nor did that just happen over four months and 5,000 miles. I think their customers should understand what they mean by the warranty. Basically, they will take no responsibility unless the transmission blows up. Furthermore, I tell them I will take it elsewhere and proceed to pick it up and they charge me $211 for diagnosis because the part "wasn't covered". How, as the customer, would I know it wasn't going to be covered? Also, why wasn't I told up front they would charge me to diagnose it? I took it there because of the warranty. I could have taken it anywhere and would have had a free diagnosis. I feel they are a shady business, doing all they can to get into their customers pockets. I feel their customers need to know. They are only in it for making an extra dime and not helping their customers. This isn't the first car I have bought from them, but will obviously be the last. I am not sure if there is anything that can be done, but this is not right. Thank you, ******** *******

  Business response

  12/29/2023

  We are sorry to hear that the 2*** ******** purchased has developed an oil leak. We serviced this vehicle and performed a Used Vehicle Inspection prior to setting out for retail sale. At no point did our technician relay concerns of an oil leak present. We did retail the vehicle to *** ******* in August. At that time we sold the vehicle "as is". Wyler Automotive does include a Limited Powertrain Warranty with this purchase. Unfortunately, that policy did not cover the concern. In addition, *** ******* was offered an Alpha A+ Component Replacement policy that she declined to purchase. 

  The vehicle was not diagnosed at our dealership, therefore, we cannot answer as to why the diagnosis fee we not relayed to the customer. It is customary practice to make sure the customer knows of tear down expenses. That would need to be taken up with our Eastgate Jeep location. Surely, if she gets the work done there, they will include that diagnosis fee within the total bill. 

  The disputed amount of $1900 will not be refunded by Jeff Wyler Superior Hyundai. 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a **** ******** ***. While test driving, I noticed the steering wheel was not centered. They said that they would fix the alignment. While filling the loan paperwork I made sure that it was written they would fix it. Took the car home realizing it wasn’t fixed. Took it back. They put it in the shop. Brought it back to me. I drove home. It still wasn’t correct so I took it back. They argued with me. Told me that they done all they could and I’d have to take it to an Infinity dealer. I don’t feel I should have to pay for the repair since I have it in writing. I feel they should either repair it, have someone else repair it, refund me enough to have it repaired myself, or buy the car back to get me out of the loan

  Business response

  12/20/2023

  We did perform an alignment on this vehicle. However, it requires further diagnosis with software for an Infiniti that we do not carry. We handled this wrong. We have reached out to the customer and have set up an appointment. We are going to subcontract out the steering wheel sensor alignment and fix the steering wheel at no cost to the client. 

  Customer response

  12/21/2023

  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, reasons for rejection are included below.
  

  I would prefer to keep this case open until I receive my car back in working order. Is this possible? I’m dropping the car off December 28th for them to repair. I just want to make sure they are good on their word.

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

  Business response

  12/28/2023

  We continue to work on a resolution. This specific repair requires an Infiniti dealer involvement. We have set up an appointment and will be providing a loaner to the client while it is getting repaired. 

  Customer response

  01/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this  might resolve my complaint, but I would prefer to keep this case open until I receive my car back. I want to make sure that the job has been completed. I would like to thank Dewey for his assistance with this. His customer service is top notch. 
  Regards,
  
  ******* *****
  

  Business response

  01/12/2024

  This repair was finished on 1/10/2024. Customer should be made whole at this time. 

  Customer response

  01/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Also if I can say, Dewey in the service department has been very supportive and helpful. This man deserves a raise 
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Jeff Wyler Superior Hyundai on January 1st, 2023. I called the dealership with problems that I was told were resolved upon leaving with the vehicle with the tire system, starting system and fuse panel (controlling the radio, dash,etc). I called the next day and was told I'd be called by the Service Manager and was not. We are in June and I have been told multiple times verbally and via email that someone would reach out to me to discuss these issues. I understand that I bought a used vehicle, but I was told repeatedly that someone would reach out to discuss and nothing has taken place. Below shows an email from May and I need some assistance please. The matters are progressing to become worse as time passes and I need a resolution please. See below for the recent email response to which I never received a call nor contact. I was told upon signing and leaving the dealership that these matters were and will be resolved to no resolve. I need your assistance please. I can provide dates of calls and emails to support my continued attempts and their hollow promises to assist. Sun, May 7 at 4:24 PM *******, I will bring this to the attention of my management right away. I am very sorry to hear that you are still having problems with your *******. Also, My apologies I have been away visiting family the past couple of days and did not get your message sooner. Thatcher J****** Internet Sales Manager Jeff Wyler Superior Hyundai 238 West Mitchell Ave Cincinnati, OH 45232 Ofc: ###-###-#### Cell: ###-###-#### **************** "Rooted in Family, Driven by You!"

  Business response

  06/28/2023

  I have tried to reach out to this customer 24 hours ago with no call back. The voice mailbox is phone on the number provided. I sent a email and have not received a answer back. Back in January our Used Car Manager made three attempts to call the customer with no luck since no voice mail was available then as well. 

  This 10 year old vehicle that was purchased was sold "as is". However, the vehicle was seemingly financed with ****** ********** and a component replacement contract looks to be included. The vehicle can be taken to any shop that will accept the policy and she can file a claim with them on any potential cover component.

  Customer can feel free to reach out to me and discuss further. We at Jeff Wyler have made no expressed or implied warranties upon this purchase. 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 01/31/2023 I got an estimate to have body work done on my car and was told they would call to let me know when to bring my car in. 3 weeks later about I took my car in, and I was told it would from Monday to get it done. I think I took it to them on 03/13/2022 and it was going to be ready on that Friday but I didn't get it back for 6 weeks 04/18/2023. they said they would give me a free oil change but they didn't show me anything to prove it also they took $400.00 off of the bill. The problem is my car alarm doesn't work and it worked until the un hooked the battery and hooked it back up weeks later . they said if I can prove they did it they would pay for the cost . it works some of the time and the one that came with the car is now working somme of the time which had been disconected when I put the new one in. I think they got into the onboard computer and changed the settings other wise the old one would not be back on. they refuse to do anything about it.

  Business response

  04/27/2023

  We are sorry to hear that you are still experiencing issues with your vehicle. We, in fact, did take much longer than anticipated to return your vehicle repaired. Therefore, we did make goodwill offers of reducing the repair by $400 and performing a complimentary oil change. The assumption that we tampered with the onboard computer is simply not true. The only actions related to electrical that we performed were to unhook and re-hook up the car battery. Your aftermarket car alarm that is installed is not likely related to our repairs. However, if you take the vehicle to the original installer or a qualified aftermarket servicer of car alarms, they can diagnose the reason for the inop status. If the repair facility finds that any of the lack of operation is due to our workmanship we will be glad to stand behind our work and take care of the bill. They should contact our adjuster, Amanda C******, at ###-###-#### with their assessment.  

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a **** ******* ****** at there service center to get repaired after attempted theft on November 7, 2022. Finally picked up car on January 14, 2023, but not all work completed. Was told that the only thing remaining to get was the lower steering wheel cover and that it was on back order. Service center said it was fine to take car. Was told I would be notified when part came in so it could be installed in vehicle. Service center said when part came in it would only take 10 minutes to install and no appointment would be necessary. Just come by with car and the part would be installed. That hasn't happened. No notification has come on lower steering wheel cover being delivered to service center. I have tried to contact service center and get no reply. Would just like lower steering cover put on car so we can move on.

  Business response

  04/12/2023

  We are so sorry for you having to endure this experience. We recognize it is very troubling. Your part was on national backorder. After checking with our Service Manager today he saw that your part in fact arrived today in our parts delivery. Mr B******, Service Manager, left you a message to stop by and we will install the part in quick order. Thank you for bearing with us while we were waiting on this part. 

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 1, 2022, I took my car to the dealership to get a new transmission. My car was purchased brand new in May of 2020. My car was still under warranty. The dealership still has my car. They claim it is fixed, however I’ve been to pick up my car on 2 different occasions and it was making loud noises, clicking, stalling to start, and vibrating. They have still not fixed the issue on a new car.

  Business response

  02/20/2023

  We apologize for these inconveniences that you are enduring. We know that this can be exhausting. We had our Lead Shop Foreman drive the car to make sure it is running correctly. Our Service Manager, Dewey B******, will be reaching out today to discuss what we need to do moving forward. We will make it right for you. If we perform transmission work then it must work properly or we need to make it right. 

  Customer response

  02/25/2023

  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, reasons for rejection are included below.
  
  Regards,
  
  ***** ******

  I was informed by Dewey, the service manager, last week, that my car was ready to pick up and he did not hear any issues that I had previously informed him of. I came to pick up my car today from Keenan, my service advisor, and the car still had a vibration in the driver seat, a loud sound when running including a light clicking sound. Keenan came outside with my husband and they both agreed they heard the sound too. Keenan then informed me that a technician took my car home overnight to test drive it without my knowledge or permission. I was told that Keenan was told that’s just how a Hyundai ****** sounds. Keenan confirmed several times that he heard the loud sound I was talking about. My car never sounded like this. I deserve a new car after this. There has to be lemon laws in place. This is not being handled professionally. My car has been there for 4 months with no communication. Now I get communication, but they keep telling me my car is ready, when there is clearly something still very wrong with it. 

  Business response

  02/28/2023

  The ****** is operating as designed. Keenen and our Hyundai Master Tech drove the car today and were in agreement. It is ready to pick up. If you are seeking a possible Lemon Law case you will need to see what the Indiana law is. If it is still under that in term and miles you will then need to take that up with the original selling dealer. Best suggestion is to stop in here when our Master Tech is here and he will be more than happy to take a ride with you and put to rest any concerns you may have. 

  Customer response

  03/13/2023

  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, reasons for rejection are included below.
  
  

  My issue is still not resolved with the business, and my car is still not fixed and in my possession. 
  

  
  

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

  Business response

  03/16/2023

  This car has been inspected and re-inspected to duplicate the customers concern. Our Lead Mechanic has driven with the customer and did not hear the concern. We are at an impasse. We suggest that she get a second opinion elsewhere. In addition, customer has our loaner car and has been asked to return it and she refuses.

  Customer response

  03/20/2023

  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, reasons for rejection are included below.
  
  Regards,
  
  ***** ******

  I had requested an itemized work order for each time the company did any work to my vehicle. I received it, but there were several dates that they did nothing to my car while I had attempted to pick up my car on 3 different occasions without any work order or documentation shown that they addressed my vehicle’s issues. I have since responded to the company with a detailed list of when each attempt to pick up my car was made without any documentation. I request a response from the business as to why my car was never even worked on during the 3 times I told them that my car had new issues. I also will note that the lead mechanic did acknowledge the issues I was experiencing with my car at my last and 4th attempt to pick up my car. He said he would look for certain things to check what could possibly be wrong. I have also never refused to bring back their loaner vehicle. I told them that I would like some documentation and I currently am waiting on a response from Hyundai USA corporate in which I have a case open.

  Business response

  03/27/2023

  We have satisfied the repairs needed to be done. The customer has picked up the car. She has been dealing directly with Hyundai. Hyundai has made a settlement offer to her. This situation is beyond us at the dealer level. We were always working off the original repair order except for additional items that we took care of. The car was never taken off our lot, therefore, no need to write a new repair order. 

  Customer response

  03/27/2023

  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, reasons for rejection are included below.
  
  Regards,
  
  ***** ******

  I have picked up my car. I notified the dealership in writing and on a voicemail message that my horn no longer works. I have yet to receive a response. I understand that I picked up my car, but nothing should be broken.

  Business response

  03/28/2023

  Mr. B****** tried calling the customer today at 3pm and it went to VM with not VM set up. Therefore, she will have to reach out to us to get a resolution. If the horn is inoperable, we will be glad to diagnose it at no charge. It should be covered under the factory warranty. 

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had vehicle towed to this dealership after attempted theft. Vehicle dropped off November 7, 2022. As a today December 30, 2022 vehicle has not been fixed. I have left multiple messages with service department and have not received one call back on information on car. I have no idea where we are at with repairs. When we dropped off car, service said it will take 30 days to get car back. When I call service I can never reach a live person. It always goes to voice-mail.

  Business response

  12/31/2022

  We are very backed up in our Service Department. We will have our Service Manager Dewey Ballard reach out to you on Monday with a status on your vehicle of when we may be able to get it in. In addition, there are parts delays on fixing many of these vandalized/stolen cars. 

  Customer response

  12/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. There just needed to be more communcation with me. A phone call every week or two weeks would have been nice to let us know the status of car.
  
  Regards,
  
  ***** ********
  

*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. ↩