ComplaintsforAutomax Hyundai of Norman

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a brand new, 2023 hyundai palisade from the dealership in Norman, OK (automax hyundai of Norman, now known as Norman Hyundai). They had promised to provide some additional add on items (roof rails). In addition, there were things missing from the vehicle that were mentioned in the vehicle sticker under cargo package and also the license plate frame holder was missing. I notified the dealership and the manager several times of the missing items. They still have not provided me with the missing items despite having it in writing that they will. I purchased the vehicle on March 10, 2023. They informed me that they were waiting for another palisade to come to the lot so they can remove those items from that vehicle to give to me, robbing it away from another future potential customer. I purchased the vehicle brand new with only 11 miles on it. However, it came with a failed transmission and transmission issues from day one. the vehicle kept jerking while driving. I took it in to the same dealership for service. They at first said there was no issue. Then they kept the vehicle and later found the issue. They initially did not provide me with a loaner so I took the failed transmission vehicle home. I brought it back the next day and they provided a loaner but kept my vehicle for about 2 weeks. The loaner they provided was only a 5 seater suv, while mine was an 8 seater SUV with an infant car seat that I was without for nearly 2 weeks. In addition, I called every day for updates but they kept me on hold for hours and never provided me with updates. They would just say "please hold" or "we will get back to you by the end of the day" and then never call me back. I escalated this up to hyundai corporate and I had the same issues with them. They finally claimed to have fixed the transmission issue but did not provide any extra warranty or explanation.

  Business response

  05/24/2023

  **************,

  On March 28th Automax sold the dealership to Red River LLC. Included in the purchase/sell, they took responsibility for all customers, vehicles and service repairs which unfortunately means that Automax no longer has control over anything that goes on at the location in Norman. Automax has no authority over the issues that you've had with the purchase and/or with the ******************* I do apologize that you've been having issues and you've had a bad experience at that location. If our hands weren't tied I would be able to help more but since ********* took responsibility over the entire location & it's customers, we are unable to get involved.  

  Since your vehicle is under warranty I would suggest taking it to the Hyundai dealership in ******** if you are not satisfied with the service at the Norman location or if your vehicle is still not repaired.

   

  Thank you

  Customer response

  05/25/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  At the time of vehicle purchase, it was owned and operated by automax. Under automax i was promised items which were missing from the vehicle. Hence, it was promised by automax. In that case then the promised items should be given my automax ********. In addition, the defective transmission vehicle was sold by automax. That doesn't wash their hands clean of anything, especially since they are still in business and operating another hyundai dealership. 

  
  Sincerely,
  
  *********************

  Business response

  05/30/2023

  The information you have is not accurate. Automax in ******** is not the same as Automax in Norman. They are two separate entities with different owners. The Norman location sold and when it sold, the new owner took over all aspects with customers and vehicles.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a genesis **** 3.5 with third row seat. On 12/09/2022 the night of December 8 I was there at auto *** of Norman to purchase it. Something happened to their computer system so they sent me home with the my Gv80 3.5. **** my sales rep asked me to return the next day when there computers would be fixed to finish the docs to complete the sale. Upon my return I was there for four hours and 22 minutes for a contract that was already supposedly written up that just needed to be printed and signed what I realized after I left was that my vehicle had been switched the vehicle to a 2.5T because the vehicle I was driving now was much lower to the ground very loud sounding in the engine and didnt have the components and features that the original vehicle that I was sent home with had such as the third row seats. I was believing I was to purchasing the vehicle I was given the night before. I called ******* about this issue. Thats when I was informed that the vehicle that I actually have was only worth ****** I took them a check for $50,000 to pay for the 3.5 and financed the other 69 but they added $1000 onto my purchase price when they were supposed to be taking $4500 off due to credits and discounts that I qualified for. I open up a claim with ******* and they suggested that I go back to the dealership and ask them to switch the vehicle out and give me the proper vehicle that I originally purchased. They also confirmed the features that I paid for on the vehicle that I have wouldve been the same price if they did left me in the vehicle that I originally had which is 3.5 however this 2.5 is some $20,000 cheaper and cost and a lot less features. Please advise of what I can do to make this dealership do the right thing, by putting me in the vehicle that I was originally convinced into believing I was purchasing and refund the money they added on to the sales price or just give me a full refund and cash and financed portion and take this vehicle back. Please advise!??

  Business response

  01/20/2023

  We have discussed with the Sales person & the Finance Manager and the vehicle that you purchased is the correct vehicle.  I have attached a copy of the form that you signed when you took the other vehicle home.  You signed a Borrowed Vehicle Agreement for the original one that you drove home.  When you came back the next day you took home the vehicle that you purchased.  

   

  Customer response

  01/23/2023

  Comment added by BBB staff member PNN. Consumer was unable to upload the response via ODR. Sent to me via email.  Please see attached pictures. 

   
  Complaint: ********
  
  I am rejecting this response because..

  
  I am rejecting this response because: exactly the keyword was the other vehicle that I took home and signed a loaner for was a The vehicle that I was to be purchasing and it was a 3.5,that was understood. But originally I was not to be taking the vehicle home, I was to be purchasing the vehicle that night, so allegedly per our salesman ****, your systems crashed your computer systems. He was not able to print out the contract, so I was asked to take the vehicle home and will finish the sale tomorrow.The vehicle was switched. I test drove two 3.5 prior to picking that 3.5 vehicle out that I drove home. It was understood that I was to be purchasing that vehicle, which was a Gv80 3.5 Himalayan gray prestige advance package. I went to **************** and had this vehicle that you gave me appraised at ****** makes no sense why your selling me a vehicle for $70,314 that isnt even worth what the 3.5 ***************** even with all these built up packages on this 2.5T that you switched it for. At the very most, you misrepresented the sale of this vehicle that I have at my house to be worth the 3.5 I drove home and was to purchase that night that your systems allegedly went down before you could print the contract which now at this point, I believe was just a bunch of misleading information to get me to come back the next day so **** could switch the vehicle. I was asked to sign the loaner that vehicle agreement,because we couldnt get contract signed on it yet. **** said that I would have to leave with it as a loaner until the next day, **** didnt say you will be switched out for a different vehicle than the one I drove home, that was not understood nor agreed upon,which leads us to your misrepresenting the sale of my vehicle ,and it also explains why I pulled up on your lot at **** miles and you had me sign a contract at 51 miles. I question that to that day with **** he claims they just want to clean the car and he doesnt know where else they went to make the eight that much of a difference in miles. 
  
  Sincerely,
  
  *******************************
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Went to this dealership to finance a car for 17,499$ it was a 2021 Kia ***** LX I did a trade in a 2008 ***** accord for 2,500$ and put a down payment of 1,500$ I tried to ask for full price of the ***** before I even signed the contract but one guy said Im not legally able to and the finance guy kept pulling papers after he told me to sign I really wanted the car so I didnt ask I just signed just to finally realize a day later that the car is ****** and its been used and has a couple of dents and broke front airdamn without them telling me or showing me because it was at night time at 7pm when I did this deal with the dealership I then went back today November 7th 2022 and got to the sales manger that didnt want to hear what we had to say or even try to help me out with the car so he said we do not belong on his lot and told us to get out so for one I got hit with false advertising and got pushed away from seeing the true value, not to mention a new car for the one I just got is about 19 to 20,000$ MSRP and these cars are not really effected by inflation to make the price sky rocket.

  Business response

  11/11/2022

  *****,

  If you will notice on our website there is a disclaimer at the bottom that states you must have a trade with a certain worth value and you must finance with our lenders.  I have spoken to the General Manager at that location and explained the situation to him.  He told me that he will be reaching out to you to resolve the situation.

  thank you

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 Dodge Ram. Three weeks after the manager called me to tell me that they couldn't get a title for the truck and ask me to return it. I had traded in my **** **** f250 diesel and made a ******* down payment. I excepted to get my truck back in the same shape as I left it and my ******* returned. My truck had developed a oil leak (broken hose) so I had to have it towed home. (Norman to ******) That's been about ************************************************** my *******. Whose place is it to pay for my broken hose and towing the truck back home? But my biggest concern is why I'm not getting my title and down payment back. I've called the dealership 3 times and every time the manager isn't available to talk to me.

  Business response

  11/09/2022

  *****,

  If you can send me a copy of the tow bill that you paid then I would be more than happy to reimburse you.

  I have reached out to our finance department asking them to send me the title to your trade.  When I receive it in my office we will mail it to you.  I will also be mailing you a check for the $5,000.00.

  I apologize for the trouble that you've had.

  Customer response

  11/18/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  We received a check for the ******* down payment, plus a check for ****** for the tow bill plus ***** to cover applying for a lost title. They have lost the title on our trade in. Now they have put the truck we purchased up for sale again, the one they told us they didn't have a title for. The new purchase price is about ******* more than what we gave for it. To me this is discrimination, these people should not even be in business.
  Sincerely,
  
  *****************************

  Business response

  11/18/2022

  **************,

  We are not discriminating against anyone. We have recently received the paperwork that we need to get the title for the truck. I am sorry that you are not satisfied with us trying to resolve this issue.

  Customer response

  11/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:  The truck is currently on their website for sale.   If they were able to get a title on the truck why were we unable to complete the purchase.  Obvious discrimination against me.  Plus they lost the title on the truck I traded in.  The most inept car lot I've ever tried to do business with.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2019 Hyundai ****** in for service and found out it was completely covered under warranty, engine had to be replaced in April 2022 not one single person would call me back over 2 mos even though they said they would call me back in an hour on their personal phone no one did I had to go down there in person to find out it was finally completed in July. It took 3 ******** calling twice a wk to be told next week it will be done. I wound up making three additional car payments while they were working on it and a second car payment I had to get another car. When I was told it was complete in July they offer to buy it with a payoff letter and send me a check for the difference that they owed me. It took them more than three weeks to even pay it off and when they did they did not tell me and I called every day for the past 2 1/2 weeks only to be told I would be called back they swear after they find out where my check is and to this day Aug 22 none of them have called me back. I had to go down there the 2 wks ago in person and **** said it had been paid off they were waiting on the release of a lien, had my check ready and I should have it in a few days. Called a week later, *** and *** and **** said h*** call Corp again and swears h*** call back. He didnt. Hasnt. Nobody answers and still no check for my car they purchased and owe me over 3k. I see my car sitting on their lot with their dealer tag on it so they have assumed ownership but I have received nothing for the deal, what they offered and what was owed left more than a $3000 balance to me and Ive been waiting to be paid for this for a month now and nobody will call me back and Im not allowed to have the corporate office number I am told from ***************** ***, have begged each one to help me or call me back. Again my car was taken in the early part of April of this year and this is where I sit today and it was fully covered under warranty for repairs and now it is stickers for sale.

  Business response

  08/23/2022

   

  ******************** I do apologize for the lack of communication from my service and sales department.  Please understand that when it comes to repairs, especially major repairs such as a motor, we are at the mercy of the factory for the parts.  We have other vehicles that have also taken months to repair due to the issue of getting parts from the factory and from other vendors.

  The purchase of the vehicle is also a very similar situation.  We are at the mercy of the lenders for the lien releases.  Your vehicle payoff was sent overnight to ****************** on July 13th.  We did not receive a lien release until Aug 16th.  At that time we had to file for an expedited title from the *********************** since you were not able to provide us with the title.  We expect to have the title back from the *********************** within the next couple of days.  Once we receive the title we will be able to mail you the overage check.

  I have attached a copy of the purchase agreement that you signed, a copy of the payoff quote and a copy of the check that was sent to ******************.  The purchase agreement shows that Automax purchased this vehicle from you for $16,000.00 & the payoff on the vehicle was $15,468.68 which leaves an overage that is owed to you in the amount of $531.32.

  Again, I do apologize for the lack of communication and this will be addressed with our service department and our sales department.  

  Thank you

  Customer response

  08/24/2022

  
  Complaint: ********
  
  I am rejecting this response because: your salesman **** assured me the purchase price was ********. Thats the only

  Reason I agreed to wait and call you all each day. I never agreed to such a low price! Never signed anything! This vehicle although has a dent in the hood and a crack in the bumper cover is perfect. The interior is perfect, it has under ****** miles, all wheel drive. I had an offer for **** from another dealership. There is no way this would be accepted. I have the paper your salesman wrote on after getting off the phone with your corporate office I wasnt allowed to speak with even while I sat across from him. Nobody told me youd try to take my car for that price. I signed nothing and was told it was purchased for 19k. Are you guys serious??  
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 ******* *** that was previously a "loan vehicle" for ******* of Norman which was owned by AutoMax Hyundai of Norman. I live in North ******* ***** and found the vehicle on-line as it met the description of the vehicle I was looking for. On 4/1/2022 I drove 3 1/2 hours to the dealership and traded my car in and picked up the *******. At that point, the sales person ***** indicated that there was only one set of keys, but the manager agreed to get me another key fob very soon. I asked about the 3 year concierge warranty I was promised, and ***** said the General Manager would get back to me on that. On my drive back to ******* I noticed that there was a squeaking sound in the interior compartment of the car in the ceiling area. The next day when I inspected the car further, I noticed that there were shards of glass in the trunk and inside the car near the rear windshield. I have shared all of this with the dealership multiple times. As of 5/9/2022, I still have no second key fob, the car continues to squeak inside, and no one from the dealership can explain to me what the broken glass is from. I have discussed this with ******* **** and they are trying to work with the dealer to resolve the problems, but no resolution on any issues thus far. The car was always titled to Automax Norman. It somehow was damaged in a hail storm or some other manner. When I asked during the sales process if the car was ever in an accident or damaged, the response was the car is like brand new, never any accidents or damage, and the dealer owns it. Something is wrong with this car, and it needs to be repaired properly. I also am in need of a second key fob, as promised. I also was promised the Concierges 3 year Warranty Plan like new *******' have, and that is not being honored. For the price of this vehicle, me trading in my 2018 Cadillac CTS and financing the car through Automax, these issues should be remedied like I was promised on 4/1/2022.

  Business response

  05/17/2022

  I have received verification from our General Manager that he has spoken to ******************** and the issues have been resolved.  They are providing an additional key & we are transporting the vehicle back to ******** to have the molding repaired.  Our manager stated that ******************** is happy with this agreement.

  On behalf of Automax, I would like to apologize for the issue.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2022 Tuscon from this dealer. The salesman delivered the vehicle on 3/16 and there was a small tear in the leather seat. I texted pictures to salesman same day. Was told by salesman on 3/21 that the dealer would fix the leather and service would contact me within a couple days. On 3/7 I still had not heard from dealer. I texted back the salesman with no reply. I called the service **** and was not helped from a service advisor so I asked for a manager and was told no one was a available. I went online and filled out a request to have the service manager call me. I still have not heard from them. On 3/14 I called dealer and asked for a sales manager. Reception told me everyone was in a meeting. Asked what I wanted to talk to them about. I explained my issues. She took my info and told me she would have a manager contact me. I still have not heard from them on that call. I went to ******** messenger and messaged the dealer asking for a call and no one returned my message or call. I also purchased a second new vehicle from them and they messed up my title paperwork. I called finance **** and explained my issues that the tag agency wants to charge me $37 to correct the title error caused by the dealer. Was told I would get an affidavit in the mail. Its been almost two week from that separate issue and still no resolution. I cant get a manager to talk to me or return my call. They certainly took my money for the two new vehicles but cant provide me service after the sale. I need my title fixed or $37 from them to file it myself and I need them to repair the leather seat I was told they would fix please.

  Business response

  03/21/2022

   

  Our General Manager spoke to *************** today and resolved the issue.  The sales person that was helping **************** no longer works for us.  We have agreed to repair the seat & reimburse him for the title expense.  We also agree to install running boards that he purchased at no charge to him.  When the running boards are delivered to him, he is coming to our location to have them installed and we will fix the seat at that time.  I believe this situation has been resolved.

  Customer response

  03/22/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The vehicle was purchased on February 9th, 2022 with Automax Hyundai of Norman at The ******* of Norman through *********************, *****, and my sister *************************** with no warranty, used, and in full with cash. During the agreement for purchase I was promised that the car was great and ran absolutely fine as it was my ******** co-workers old car and she had traded it in. After a few days the car over heated and was undrivable and chugged antifreeze. The heater also wouldn't work. I called my salesman and he stated all he could supposedly do was tell me it's my problem now but I could leave it there and they would fix it. so I left it there for repairs . When pick up day came my receipt stated that the heater was the problem, and I was charged $912.00 in labor, $138.94 for a water pump, $3.45 for a water pump gasket, and $83.20 for some kind of heater valve. The heater still doesn't work, and it stills consistently chugs antifreeze, which I am also paying our of pocket for. The vehicle was driven to a ******* for shopping and wouldn't start. It ended up needing a new battery, and after further inspection at an auto zone, needs a new ignition coil and a new spark plug. I am running out of money to put into this vehicle and It has turned out to be a full lemon. Im hoping for the vehicle to be fixed, exchanged, or refunded in full with the repairs added on top. I will hopefully be in contact with the owner of the dealership, and if needed and attorney.

  Business response

  03/14/2022

  ****************,

  We have spoken to ***** and ***** about the situation and both of them have stated that they were not aware of any issues that you may have had.  I also spoke to the General Manager about this and he said that he attempted to reach out to you over the weekend but was not successful.  He said that he is more than willing to either reimburse you for your expenses that you've listed or he will take that car back and sell you a different one.  This morning the said that he will continue to try to reach out to you to resolve this issue.  I would like to apologize for any issues that you have experienced.  Please let us know if you have any other issues.

  Customer response

  03/15/2022

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to AutoMax Hyundai of Norman on 12/10/2021, to see a car. After the drive the sales rep ***** and I talk some numbers and I asked if they had any rebates she said yes, for military and first responders there is a $500 off incentive. So I eventually agreed and she photo copied my military ID card. So fast forward to 12/16/2021, I go into the dealership to sign all required documents (which I didnt realize at the time were dated for 12/13/2021, when I actually purchased on the 16th) wire transfer the money, and take the car with a 30 day temporary tag. 1/16/2022 the date for the expiration of the temp tag comes and goes, and still I have not received any paperwork to get my title, tags, and registration. I give them a call and they tell me they lost my paperwork. So I told them I could email them my copies that I have and they said they need original signatures, so Im like okay email them to me. When I get the email it has all new dates and one paper that wasnt originally included in my paperwork copies. So I called back and after a two week long game of messages the manager agreed to help me and says he will call be back twice, and still hasnt. The finance lady however, has contacted me and emailed me the paper that I never originally signed. So I express to her that I will sign the documents if she fixes them to reflect the actual date I purchased the car, but I dont feel comfortable signing the one document that wasnt in my original paperwork. Now its February and I am being pulled over by police since my temp tag is expired, and the dealership is still withholding my title work and there is nothing I can do. So I am currently not driving my brand new car. Meanwhile the sales rep ***** asks me to do a review for her service and states I can list any negative info however it MUST reflect a FIVE STAR rating. All the while there was a fee for the paper work and processing fees included in my vehicle price, that totaled $589.00, which I have paid.

  Business response

  02/14/2022

  I have spoke to the General Manager, the Finance Manager, the Finance Secretary and the sales person that help with this transaction.  I am not sure if you were aware or not but we are doing a facility remodel and during the time of your purchase we had to move from one of our locations to another one. During that move your paperwork was misplaced by mistake. I assure you this was not done initially.  We wanted to process your paperwork just as bad as you wanted it to be processed.  I do show that your titling paperwork was mailed out to you on 2-7-22.  I have asked our title clerk and she expressed to me that she has not received anything back in the mail so I am going to assume you have received it.

  This is obviously an unusual circumstance considering that your paperwork was misplaced during our relocation.  I do want to apologize for any inconvenience that this has caused you.  This is not normal business practice for Automax, it is just an unusual event that happened to you.  

   

  Again, we are truly sorry about this.

• Initial Complaint

  02/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is what I sent to ******* *** I purchased a 2022 ******* *** from ******* of Norman ******** on 02/05/2022 and the dealership ripped me off I let them do this because I wanted to prove a point that this dealership is unethical. The car was listed on the Internet for ***** and it had **** miles on it. When they did the Contract they raised the price of the car to the attached contract price. I traded a Lexus RC350 in and had over **** in equity after payoff the raised price of car even from the **** on the Sticker as you can see from the attached picture. It took all my equity and then they added some additional costs for Maintenance and GAP insurance. As you can clearly see I was completely ripped off by this dealership. They knew exactly what they where doing wrong. I expect a response from ******* within 1 week with a solution and fix to this unethical behavior. If I do not receive a response and a solution I will go to the ***************** ***************** as well as my own attorney. I will also go to the local news companies. I do not want to return to this dealership once they receive this complaint they will not treat me right. I want my dealer changed to ***************** ********. I look forward to your response to this.

  Business response

  02/14/2022

  It's my understanding from our General Manager that we contacted you the following Monday, 2-7-22, & this issues has been resolved.  thank you

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