Complaints

This profile includes complaints for Jack Giambalvo Motor Co., Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Jack Giambalvo Motor Co., Inc. has 6 locations, listed below.

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• 

  Jack Giambalvo Motor Co., Inc.

  1390 Eden Rd York, PA 17402-1938

• 

  Jack Giambalvo Motor Co., Inc.

  1405 Roosevelt Ave York, PA 17404-2284

• 

  Jack Giambalvo Motor Co., Inc.

  1601 S George St York, PA 17403-4507

• 

  Jack Giambalvo Motor Co., Inc.

  1793 Whiteford Rd York, PA 17402-2207

• 

  Jack Giambalvo Motor Co., Inc.

  2425 Industrial Hwy York, PA 17402-2227

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:11/29/2023

  Type:Order 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.

  On October 30,2023, communicated with ******************* regarding ******* ***** ** price. After discussing with his superiors, he emailed me, $41k plus taxes and title, registration. After road test on October 31,2023, I mentioned would like to lease. His supervisor told him, price is $42946, and Not $41k as communicated. Also, even though money factor was given as 0.00146( which is 3.52 APR interest rate), still lease payment was $599/ month. I also wanted to go for 8500 miles/ year, leasing duration 36 months. I was refused for 8500 miles/ year ( ******* policy- which is Not true). So, (1) price was jacked up from $41 k to 42946. (2) Milage request for 8500 miles was Not honored. (3) To me, lease amount per month does Not seem correct ( it’s $75-$100 higher than what it should be. Right now, I am paying $599.01/ month for 36 months.) Please help me to recover my $1946, and reduction in lease payments. Thanks,*****************

  Customer Answer

  Date: 11/30/2023

  Hyundai dealership is in Hanover, PA- Jack Giambalvo on Carlisle st. This choice was Not given when I sent my complaint to BBB.

  please see below, monthly payment based on $41k. It should be $550.50/ month and I am paying $599.01/month.

  why should I be penalized?

  I would love to rewrite lease agreement.

  Auto Lease Calculator
  Monthly Lease Payment:   $550.50
  Monthly Depreciation $416.67
  Monthly Interest $97.82
  Monthly Tax $36.01
  Money Factor Equivalent APR 3.50%
  Upfront Payment $0.00
  Total 36 Lease Payments $19,818.03
  Total Cost to Own After Lease Ends $47,638.03
  

  Customer Answer

  Date: 11/30/2023

  Sales person- *******************( he did a great job, he just conveyed his supervisor message).

  manager- ********************* and **************

  Purchase date- October 31,2023

  auto- 2023 ******* ***** **- Limited.
  
  dealership- Jack Giambalvo- Hanover, Pa

  Business Response

  Date: 11/30/2023

  Thank you for the opportunity to review our processes, We have reviewed this deal, interviewed all employees involved, and upon completion of our investigation, We have found the following:
  

  The original quoted price included a ******* Financial rebate that was only available when financing through Hyundai.  The customer decided to lease which did not offer any rebate.  We, as a dealer, have no control over the rebates or incentives offered by the manufacturer or financial institutions.   If ************ had mentioned that he was not satisfied with the pricing at the time he signed the agreement we could have further discussed the financing or leasing option.  
  

  Please note, He verbally acknowledged and also signed all documents clearly agreeing to the Lease agreement pricing and was satisfied with all terms the day he purchased the vehicle. The following days he sent the salesperson a text message via our CRM how nice of you, you took care asap thank again and you bet you and your location will get 12 stars out of ten and also later texted the salesperson mentioning good morning , my friend has decided to buy a car next year I will give her your contact information when time comes.....
  

  In conclusion, ************ was fully aware of the particulars of his Lease, and we did nothing untoward, therefore no further action is required.

  Customer Answer

  Date: 11/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 

  There are more than one way to skin the cat!It is true what I said about *******************, salesperson. He did a great job and I don't have any complaints about him.

  I did check with ******* motor, financial department, this company said, each dealership is independent and they make their own rules.

  Regards,

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

  Business Response

  Date: 11/30/2023

  Prior to the purchase we presented ************ with pricing on both purchase options per his request. ******* offered either a rebate (if he financed the car) or a special lease with enhanced residual value, and a reduced finance charge.  He chose the lease option and was satisfied at the time of the sale.
  In other words, Instead of the rebate, he received savings in the form of reduced finance charges. Please note; these programs are out of our control, as they are wholly dictated by the manufacturer.
  We are not able to speculate what **************** communication was with ******* financial and their response back to him.  However, our communication with the regional ******* Finance Manager has verified that they do NOT offer an  8500 mile lease on any “special” leases, and that 10000 is the lowest available mileage.
   As we have previously stated, we have no control over the rebates or incentives offered by the manufacturer or financial institutions.
  In conclusion, ************ signed a contractual lease agreement with *******, based on their leasing terms, which we are not able to change.

  Customer Answer

  Date: 11/30/2023

  [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 is satisfactory to me. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:10/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 2016 Hyundai ****** for the past year I have had oil problems. I took my car in to the dealership in June to start an oil consumption test and in the mean time My turbo went out and they had my car for 6 weeks I had to have a new turbo and inter cooler replaced. Never was my oil consumption problem addressed. In September my car started bucking and I checked the oil once more my stick was dry. No lights come on to indicate that I need oil. I notified the dealership on October 9th and wanted to have my car in to start oil consumption test again and they can't get my car into the shop until January 2nd of 2024. This is hinderance of care and unacceptable. I need to be seen now or sooner then January.

  Business Response

  Date: 11/03/2023

  I ********************************* the service manager with Jack Giambalvo Hyundai of Hanover have had a chance to look into ******** ******* complaint.
  
  We found the customers vehicles engine turbo had failed causing an internal oil leak. The customers warranty paid for the majority of the repairs.
  
  Our dealership even provided the customer with a rental car which we paid for while we were waiting for the parts to come in to repair the leaking
  
  turbo charger. ******** returned to the dealership stating her vehicle was still consuming oil, The soonest we could schedule her was January 2024
  
  as we our currently overbooked and facing an employee shortage. I tried calling ******** to move her appointment ahead of customers who 
  
  have scheduled appointments, which isn't fair to our other customers who are patiently waiting to have there vehicles looked at. I have been waiting
  
  for ******** to call me so I can schedule her ahead of the other customers we currently have scheduled. I'm waiting on a response

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband ************************* and I brought a car from ***** *** . Car is completely paid off as of September 22, 2023.. October 2,2023 the car was brought there so they could take out the gps. On September 22, 2023 i asked the lady if a family member could bring it to get the gps out on Oct 2 and to grab the title. She stated that it was perfectly fine and they will give them the title. Well they wouldn't give them the title like i was promised.. i called them and the lady worried up and put **** on the phone. I told him i was told she would give them the title due to my husband and i always working . He was getting smart and said they wont do that. I told him ill be in to get it thay day but ended up getting off after they closed! I called them couple days after asking if they could mail me my title than because my husband and I work schedules are crazy and can't make it out there since she stated she could Mail them. I called back October 18th asking where my title was . The same lady stated she mailed it on the 9th! So I call back today Oct 20th because I should have already received it. The lady was rude and ignorant stating she mailed it and that its not her fault we haven't received it! To call dmv and pay them to get a new one and assist to hang up on me! I called back asking for **** the guy who sold me the vehicle. She stated he was with a customer. I kindly asked to be transferred to his voice-mail. She asked if I was ********* and refused to transfer me. She than got ignorant and stated she told me already she mailed it and oh well once It leaves them she's not responsible for it and if I want it that I will pay the dmv for it. We have had nothing but issues with this car place since we got the vehicle.

  Business Response

  Date: 10/30/2023

  We are very sorry to hear that **. ********* title was lost in the mail.  ******************** was contacted by our store manager and we offered to submit the lost title paperwork with the state on her behalf and at no cost to her.   She was informed that both parties listed on the title will need to be present to sign the paperwork.  She confirmed that she will be able to visit our store on Saturday Nov 4th to finalize the necessary documents.

• Initial Complaint

  Date:07/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle to ******* to have it repaired, I have been having an issue with the car losing power and shutting off while I'm driving it. The vehicle is still covered under warranty it's under ten years old and under 100,000 miles. ******* tsb's point to this being a faulty crankshaft position sensor. After having the vehicle for a day they say they can't duplicate the issue and they recommend changing the oil because they believe that could be causing the issue. The oil level is fine and was just recently done. I believe ******* did not properly diagnose the vehicle and is attempting to avoid doing work that would be covered by my warranty.

  Business Response

  Date: 08/10/2023

  We have reached out to the customer and had the customer leave the vehicle with us for further diagnosis. We provided the customer with alternative transportation

  while addressing her concern. We were able to diagnosis and repair the customers vehicle. Customer agreed to report back to the BBB upon taking back possession

  of her vehicle. Customers concerns have been taken care of by the dealership. Thank you.

• Initial Complaint

  Date:06/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/29/23 took truck to Stetler dodge to have rear axle completely rebuilt. I paid them 2004.81. They didn’t replace all parts and it leaks oil and makes grinding noises. Over two months I took it back to them repeatedly and every time they would blame something else and every time I got my truck back from them it was worse condition than I took it to them and their service writer told me they only do things once and he won’t do it again. Even though I clearly specified what I wanted and it wasn’t done completely and correctly. The didn’t replace the limited slip and I asked why he said I guess it wasn’t that bad and I told him that wasn’t his call to make because I requested a total rebuild and I didn’t get it and it can be seen in the parts list because it has everything else but that part listed. Their mechanics are liars and do everything and cost me a transfer case and then tried to tell me that wasn’t any good and ruined a set of brand new front axles which I had to replace everything again!! They did everything to avoid having to make the horrible incomplete job they did right. And every time their service writer told me it’s not his problem and they only do things once. One time he told me they rechecked the gear tolerances and then on the phone later he told they didn’t do anything and wasn’t going to take it apart and check. I sent emails with photos and videos of their work to the general manager with the whole detailed experience I’ve had and nobody has responded or even tried to. The pictures enclosed show a leaking axle and only one wheel is turning when both of them should be instead the gears grind. They have quite a history of ripping people off and not doing a good job or making anything right as I have just recently discovered. The nature of my dispute is that I want my money back in full so that I can take it to a shop that will do it right.

  Business Response

  Date: 06/27/2023

  First of all  I as the General Manager never got any correspondence from ****************** until this complaint came though.   Attached is the complete history for ****************** 2000 *** ****.  ****************** brought the vehicle in for repairs and we diagnosed his issue and repaired accordingly.  To be clear this is a 23 year old truck with 195,641 at the time when we first saw it.  We have no previous history with this vehicle or how it's been maintained.  ****************** only provided the first page of repair order number ******** dated 3/17.23 which only tells the story of when he first brought it in.  The complete history shows the communication of what our team found and the result of their diagnosis.  I also noted that we did review our work and rechecked tolerances which ****************** said we told him we did not do but it's clearly listed on the repair order number ********  These rechecks as clearly marked on the repair orders where done at no charge to him as it should be.  Looking over the complaint and pictures the leak that is shown that may be coming from the pinion seal is something we need to address.  The other complaints ****************** has revealed in his complaint I chalk up to a matter of opinion on both parties.  In conclusion we will stand behind our repairs and are more than willing to address the leak that is apparent.  We as a dealership always look for ways to hopefully satisfy our customer on a daily basis.  No one really likes having to get their older higher mileage vehicle repaired and we recognize that and do everything we can to be a partner in their repairs  We respectfully decline the request to reimburse ****************** for the repairs we have done.  We do warranty the work we do and I previously stated the leak in the picture appears to be a seal we have replaced during the repair process.  ****************** can call our service manager to discuss a time to bring it back in for that repair analysis

  Regards

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

  General Manager

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We brought a car back in December, *******-******, which began acting up a couple of weeks ago and we called in for service. We were told that they had nothing available till June 16. I called again and the lady told me (not in a nice manner) to drop of the car and when they had time, they will look at it. After two days I called and they told me that the mechanic couldn't figure out what was wrong and they put a call to *******. My husband called 2 days later and they told him that they didn't have time to look at the car. Two weeks later my husband called again and asked for a loaner which he got. Today, three weeks later they have not looked at the car - their excuse is that they are short staffed and have not had time. This is unacceptable, even if we got a loaner, it should not take 3 weeks to look at the car, it's an emergency. Doesn't the service department have slots for emergencies? When a five-month-old car had 6-8 warnings flashing and peeping on the dashboard and there is no way of stopping of fixing it - that's an emergency. I called and left a message for the Service Manager and did not hear back from him. I also email the Service Manager and the General Manager and no response. My husband called again and they told him that neither of the managers where available.

  Business Response

  Date: 06/14/2023

  Dear Sir or Madam: 

  The ****** ******* ****** was dropped off at our facility on 5/24/23 with the concern: numerous warning lights coming on in cluster and makes a constant dinging noise, noise stops when shutting off. Our technician began checking on 5/24/23 and provided me with his findings. At 4:12PM I personally contacted ******* Factory Technical Assistance to discuss our findings. I was given several steps of diagnostic strategies to follow and attempt to isolate the cause of the issue. Over the next few days we completed the recommended checks on the vehicle. We reported back to ******* on 6/8/23 with our findings. ******* factory assistance agreed with our diagnosis that a faulty ICU junction box was the cause. I then reached out to inform the customer. The customer was also placed in a no charge to them brand new loaner ******* on 5/30/23. The part is currently on backorder from ******* but is on highest level of priority for shipping to us, with an ETA of 6/15/23 to the warehouse in NJ. The vehicle is a top priority for our staff and will be repaired as soon as part arrives. I have been directly involved from the start with this vehicle, and due to the complexity of the issue it is a slow process to diagnose.  I understand customer frustration being it is a new vehicle for them, and will continue to do the best I can to get them safely on the road as quickly as possible. 
  

  Respectfully, 

  *********************;

  Customer Answer

  Date: 06/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: It is incorrect.

  We dropped of the car on 5/23/28.  
  We called several times during that week and the following weeks to get a status on the car and all we got was - we haven't had time to look at the car or we are short staffed and haven't look at the car.  This went on for a couple of weeks  then one time they said they looked at the car and couldn't figure out what was wrong and were going to get in contact with the manufacturer.  The reason I initiated this complaint was because I was not getting any answer from the dealership.

  ***** did call me the day after I sent the complaint to BBBB and told me that the part was been ordered and the car will be done by Monday 6/12/23.  I called him on 6.14.23 and left him a  message sine I had not heard from him. He called me back the same day and left me a message that the part was on backorder and expecting it in the warehouse  the next day and shipping  to them by Monday.  Later that afternoon I get a call from the dealership from *** saying that the part is in backorder and they don't know when the part will be in.  I also got the respond they sent to BBB.  Jack Giambalvo has a series communication problem between themselves and also with the customers - can't get what is happening straight.  I still have not heard back from the General Manager *** ****** to whom I left a message weeks ago.  I need a straight answer and no more running around, it has been a month already.  This communication issue is unacceptable.

  Regards,
  

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

  Business Response

  Date: 06/19/2023

  ******* Corp has changed the ETA to 6/22/23 in the New Jersey PDC. It will then take several days to make it to our store, and a day for install. This vehicle being brand new causes limit part availability, and dates change frequently. No one here has been dishonest in anyway, but clearly relaying the information we are receiving. No matter what ******* dealer the vehicle would be at for repair, these situations would exists with supply chain issues still present. I apologize again for delay  

  Customer Answer

  Date: 06/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I would like to wait till this is completed to close the case.   Communication still needs improvement.

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

  Customer Answer

  Date: 07/07/2023

  We finally got our car back this week after being in the shop for 37 days. It would have been more if I told them that I was going to apply the Lemon Law on this case.  Last week  Wednesday 6/28 Jack Giambalvo called and said that the part was still in backordered, the next day Thursday 6/29  the rep from ******* called and said the same thing, part is on backorder and we don't know when it will be available.  I told her that this was unacceptable and I was going to apply for the Lemon Law and I had talked to my attorney about it.  The next day Friday 6/30 I get a call from the ******* rep telling me that the part was delivered to the  dealership  a few minutes later the dealership calls and say that they have the part but it will take a few day to install and make sure it works and because of the weekend and holiday it might be the end of this week.  For me I think they had the part for a while and where holding on to it to make us wait since we contacted the manufacture and BBB.  They still lack communication and costumer service, I still have not herd back from the General Manager.  
  This case could be closed.

  Thank you.

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Iwant to know a little about my rights and what I do. I have a 2011 ******* ****** hybrid. I brought my vehicle to jack giambalvo on or around August 2022 because I tried changing the lights in the interior and I believe I blew a fuse the car, the vehicle had power but not enough to turn over the engine now it's been about 8 months and they have yet still found a diagnosis to my vehicle I understand I did not purchase my vehicle from them but since it is hybrid I brought to them to diagnose and repair and I still have 0 answers what can I do I'm paying insurance on my vehicle and it's registered and it's been it their shop this whole time (8months) with no explanation I need a answer this is very stressful for me and my family, I have a family of 6 so 2 vehicles are definitely need in my household and now this is becoming a situation I would like my car back fixed exactly why I brought it to the dealer and not a little cheap shop around town. Their explanation is their busy and their trying to figure it out they finally just brought the car into a bay this week so this whole time my car was in a parking lot and they don't even have it on their work boards or anything what can I do to resolve this I feel it's unfair. I call and no one can give me answers only this one guy Fran and he has been giving me excuses back to back this has my anxiety over the top its making my life more difficult.

  Business Response

  Date: 04/06/2023

  ************ and I spoke on tuesday in detail regarding her vehicle. There was some miscommunication for sure, regarding the timeline for the repair. Our staff communicated we were severely backed up work load for our hybrid technician, due to his ******* vehicle workload. However ************ didn't expect it to be as long as it has been, which is understandable for sure. I spoke with our dispatcher and the technician and they have put this vehicle in as a priority. It has been in the shop since the day prior to my first involvement with ************ and I am personally taking point on handling the flow of diagnosis and repair moving forward. I will continue to keep her informed on at the minimum of an every other day update. 

  Thanks 

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

  Service Manager 

  Customer Answer

  Date: 04/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Even though yes they have been in touch a little more now last time we spoke was Tuesday and today is Thursday and it's basically the same thing  all over they still don't know what's going on I understand that their is only 1 hybrid tech and that he is in charge of genesis as well but that is not really my issue my issue is having my car and knowing that it can be diagnosed and repaired now it's been almost a year with still paying insurance and you have my vehicle literally taking your time and that is not fair to me as a client and a month or 2 for a diagnosis is reasonable but almost a year this is not right and we need to get to the bottom of this how much longer do I have to wait. 
  
  Regards,
  
  *********************
  

  Business Response

  Date: 04/20/2023

  I have personally communicated with ************ via email and phone several times per week on progress. We are working on it diligently, with this vehicle being far out of warranty the labor adds up quickly. So far at this point I have not charged her anything for the diagnosis time. I am also planning to waive the diagnosis time fee due to the inconvenience and communication breakdown. She will be quoted whatever parts are needed to repair this vehicle when we determine the causes of failure. She will not be charged any labor for this repair if she choses to fix. 

  Regards,

  **********;

  Customer Answer

  Date: 04/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Nothing is still being done. I feel like they are taking me in circles. Telling me the same information. One day it's the harness next day is the lighting circuit, they removed the headliner to the vehicle last week and also again this week, it doesn't make any sense. At this point I feel like their guessing, and it's not fair to me as a client I brought my vehicle to the dealer to get diagnosed and repaired I didn't expect for them to have my car for almost 1 year and still can't give a straight answer on what's going on with the vehicle. I'm losing money because vehicle has been insured entire time and I'm also out of a vehicle. At this point I would like to speak to someone higher up to receive a resolution as soon as possible.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:01/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a vehicle and there was a damaged part. In writing they stated that if we buy they will replace part in 4 weeks. It has went over a year without the part being replaced. The gm has been incredibly rude and disrespectful saying too bad. Finally he offered an oil change in compensation. I went the vp of sales he then call the gm and said how can we make him go away. Then said too bad we can accept the offer or get nothing. I have called 57 times in 12 months and received 5 calls back. I was told they dont care if I have it in writing they dont have to do anything. I asked for the vp direct contact and was told to F off. This company is breaking legal binding contracts to get sales. I would like adaquete compensation for the time I spent dealing with this and the verbal abuse I have endured.

  Business Response

  Date: 01/23/2023

  When ************'s wife purchased her new ******** there was a small indentation on the underside of the door molding from the shipping strap.   We placed an order for the molding but it is a back ordered part and has still not been received.  The sales consultant, ********************* and the General Manager, ***********************,  had been in communication with ***************** about the issue.  Due to our lack of control over the parts availability we had offered ***************** other alternatives to compensate her.  **************** has communicated with both ******************* and our Vice  President, *******************. **************** visited our collision center on January 17th and our collision center manager, *********************, examined the damage. During the course of waiting for the part to arrive the ******* hit a mailbox and did additional damage to the door of the vehicle.   With **************'s approval we were able to repair the original door molding and as a goodwill gesture we also removed the paint transfer and cleaned up the area where the additional damage exists.  We also gave them 2 free oil changes for their inconvenience.   We feel that we have satisfied our commitment to the ******* and that this issue is resolved.  

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

  Executive Administrative Assistant
  Jack Giambalvo Family of Dealerships

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an 80 year old disabled veteran and I require the use of a motorized scooter that the va purchased for me to get around. I purchased a car from Hanover giambolvo. They were to transfer my scooter lift from the old car to the new car. I dropped the new car off for this to be completed and put the car keys and the lift keys in the overnight drop box. The job was completed and I picked the car up my wife asked them about the lift keys and they could not find the keys. They said they would find them and give me a call. I called them for 2 days and they said that we never dropped off the lift keys and there was nothing that could be done. Now I am stu k with no keys for my scooter or lift to get around. I have doctors appointments that I need the use of my scooter for and they are not being helpful to get us the keys back

  Business Response

  Date: 08/09/2022

  BBB
  *****************************
  BBB serving Metro Washington and Eastern Pennsylvania
  Complaint ID ********
  
  
  Thank you for the opportunity to review our policies and processes!
  We are very empathetic to **. ****** situation, and therefore conducted a very thorough investigation.
  I have found that none of my employees have ever seen the keys to **. ****** Motorized scooter lift.
  The employee who created the paperwork verifies that when the wireless fob to the vehicle was dropped off to us, he clearly remembers it as the fob was dropped into the night drop box without being placed in an envelope, and he had to roam the parking lot, pushing the button to identify which vehicle the wireless fob belonged to. Then he was able to figure out what he was to create the repair order to accomplish. He clearly remembers that the remote to the vehicle was the only thing dropped in the Night drop, NO keys were present.
  Furthermore, the technician moved the lift from the trade in to the new vehicle without the benefit of keys, as he remembers that he was unable to test the device after it was installed.
  We also, went out to **. ****** prior vehicle and conducted a search, hoping that the keys had been left in it, with no success.
  In conclusion, although we are empathetic to ****************** situation, none of our employees have seen the keys so we hope he is able to find them elsewhere.
  
  Regards

  Ernie M********

• Initial Complaint

  Date:06/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I explained to the dealer my vehicle issue, the computer kept flashing a message telling me to stop driving while beeping excessively, and eventually slowing down, rendering the vehicle unable to drive further after the warning and leaving no other option but to stop driving. After pulling over and turning the car off I tried to start the car, but the vehicle wouldn't drive. After explaining this, they told me they would look into the situation. I wasn't physically there when they checked my vehicle, I had it towed to the shop at night and left my key and info in the drop box and had to fly out back to Fla. the next day because I am from out-of-town and while on an emergency trip to NY my car broke down and needed to be fixed, but I needed to get back to Florida. After I went back to Florida, they called me and told me that the safety module, a leaking valve cover and something else were the issues and I specifically asked them, "Well if you take care of all of that, will that fix the problem?" and the guy said "Yes." So I told them to go forward. I took a flight back down with anticipation to pick up my vehicle and they said everything was fixed, I paid for what they did (929.23) and drove the vehicle back to the place I was staying then proceeded the next day to drive back to Florida only to get 40 miles and encounter the same issue occur that I brought it in for. I towed it back to them, they checked it and said, "Actually the fuse box, needs to be replaced." I said okay then do what you have to do. When I called the next day to see if they got in the part and were on schedule, they said it's the battery. "The battery is bad and that costs 6,000." After speaking to a case manager from ******* customer support she notified me the battery codes ****, *****, ***** came up the first time around, however they never once told me anything about this. I'm seeking an immediate resolution, preferably that they get and replace the battery at no charge on my end.

  Business Response

  Date: 06/15/2022

  Tell *****************************
  BBB serving Metro Washington and Eastern *Pennsylvania
  Complaint ID ********
  Thank you for the opportunity to review our policies, processes and procedures.
  The facts are as follows:
  ************* is not the original owner of the 2014 Hyundai ****** Hybrid (*****************). Therefore, the factory warranty is 5 years 60,000 miles Bumper to Bumper. In addition, the perforation warranty is 7 years unlimited mileage, federal emissions are 8 years 80000, the hybrid battery has a 10 year 100000 mile warranty.  This vehicle has 125,674 miles on it, therefore, it has roughly double the factory bumper to bumper coverage, and well beyond the factory Hybrid battery coverage, nor is there any remaining factory warranty.
  The vehicle arrived at our facility 4/29/2022 with a myriad of concerns.
  1-The client stated that while the vehicle would turn on, it did not want to move, but if left alone for some period of time (hours) it would then drive normally.
  2-The vehicle was making a dragging noise while driving
  3-There was an open campaign (factory update)*** for auxiliary canister installation
  4-There was an open campaign (factory update) *** for ecm Upgrade
  5-The vehicle was leaking oil profusely from the valve cover gasket
  In addition we recommended a fuel induction cleaning service (due to the mileage)
  The technician diagnosed the vehicle using the Hyundai factory diagnostic tool and found active codes *****, *****, and *****.  (Code ***** is an Learning failure for the tire pressure monitoring system), (Code ***** is Tire pressure monitoring system sensor 4 learning failure). Since the TPMS system wasn’t the customers concern at this time, no repairs to the TPMS system were recommended, or taken.
  Active Code ***** is a High voltage Battery Pre-charging fault which (following the Hyundai technical service bulletin ***************The Tech replaced the Safety Plug (PN *****-*****), inspected the BUS fuse and cleared all fault codes.
  He also replaced the Leaking Valve cover gasket, completed the fuel induction system cleaning, and secured the splash shield (at no cost to customer) as well as both campaigns/updates (also at no cost to customer).
  The vehicle was completed on 5/3/22 and driven for 3 miles with no problems or codes.
  On 6-2-22 the customer picked up the vehicle and drove it approximately 70 miles at which time the vehicle created a new code, unrelated to the prior codes – *****. The vehicle was returned to us.
  The technician now analyzed this new fault code to conclude that the vehicle needed to have all 70 cells in the High Voltage Battery pack diagnosed, as this new code is triggered when the voltage difference between  cells exceeds more than 1.0  volt for longer than 5 seconds.
  Again utilizing the required Hyundai diagnostic tool,  the technician found that while that most of the cells are 3.5 or greater,  cell #** has a minimum voltage of 1.94 which is sufficient to trigger the fault code (max charging voltage is 3.66). He recommended that the battery pack be replaced.
  We then relayed to the customer that the car needs a battery pack and it is in fact not covered by any factory warranty.
  While the car has no existing warranty and Hyundai has no commitment to it at this point, we understand the customers concerns and therefore, we respectfully requested from Hyundai Motor America a one-time goodwill gesture for ** *****.
  Great News! Hyundai has graciously offered a one- time offer of paying half of the expense to replace the battery pack.
  After examining these facts, and the attached supporting documentation, I find that Giambalvo Hyundai of Hanover followed all the requisite procedures and has diagnosed multiple, unrelated problems.
  In fact I find that they have “gone the extra mile” to help the customer!
  The first complaint was that the car wouldn’t move which was the source of ***** and was resolved.
  The new Complaint is of a hybrid battery warning light which created a different code, *****.
  In conclusion, although we are unable to purchase and install a battery pack at no cost, we will happily honor the goodwill pricing we have negotiated for *** ***** from Hyundai Motor America.
  
  Regards
  
  Ernest M*****
  General Manager
  Giambalvo Hyundai Of Hanoverus why here...

  Business Response

  Date: 06/23/2022

  Tell us wBBB
  *****************************
  BBB serving Metro Washington and Eastern Pennsylvania
  Complaint ID ********
  Thank you for the opportunity to review our policies, processes and procedures regarding ************'s ongoing concerns
  Firstly with regard to the notice ************* received from Hyundai Motor America. This Notice is marked Hyundai Campaign Number ***.  In my first response, I had mentioned that we performed the open campaigns on this vehicle, of which the *** was one.
  This campaign is a reprogramming of the cars electronic control module (ECM). Its purpose is to enhance the knock sensor software to detect Spark Knock which in some cars can become abnormal. We completed this campaign on 4-29-22 at no cost (as a courtesy) to the customer.
  In this notice from Hyundai, they specifically state that if the car fails it will be placed into Engine protection Mode, and will display code DTC ******. As shown by my earlier attached copies of the cars codes, there is NO code ****** present at this time, nor was there one present during the first diagnosis.
  Please note that the hybrid battery is an integral part of the electric propulsion system of the hybrid car, and  independent of the gasoline system ( which would be the source of any Spark Knock)
  At this time we see that the testing shows that cell ** is reading low, and that would cause the symptoms displayed at this time.
  While we feel reasonably certain that the hybrid battery replacement will fix this cars problem, unfortunately we cannot guarantee success. Every indication shows that it should fix the car, but given the complexity of todays hybrid automobiles we can not be certain
  Please note that we did take it upon ourselves to request that Hyundai Motor America pay for the balance of the battery as well, but they did decline, stating that the car is 25000 miles out of warranty.
  In conclusion, we do recommend the replacement of the battery, and feel that the chances are extremely good that the cars current problem will be fixed, but please note, it is 8 years old with 125000 miles, and anything could happen.
  
  Regards
  
  Ernest M*************
  General Manager
  Giambalvo Hyundai Of Hanoverhy here...

  Customer Answer

  Date: 06/24/2022

  [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 is satisfactory to me.  

  Thank you for your help, and I will go forward with this resolution and agree to pay the 3,000 to fix this.

  Please note, that since I'm out of state and had some prior engagements, I wouldn't be able to pick the vehicle up until some time in August. 
  
  Regards,
  
  *************************