ComplaintsforJack Giambalvo Motor Co., Inc.

• Initial Complaint

  06/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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 response

  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

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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

  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 response

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

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started losing oil last summer. I did 10 oil consumption check in's at every 1000 miles to prove this and sent this in to be covered under warranty. After this it was concluded I needed a new motor. The motor took about 3 months to come in and get assembled. I had my new motor for about a month and It keeps breaking down on me and letting me sit. First they said it was the battery, then they said it went into limp mode something to do with the knock sensor causing communication issues, then they said it went into limp mode and it just needs reset, then they said their was salt in the wiring lines. This last time it let me sit for the 3rd or 4th time (i can't keep track anymore) with a new born baby in the car in 20 degree weather in a dark parking lot at a doctors appt at night they said it was the front end module of the wiring harness and they were waiting on a part. I have another rental for the last 2 weeks and still no resolution. I don't think ******* knows what is wrong with it. I expect their techs to know what they are doing. I do not feel safe in my vehicle any longer. The breaks go out everytime, all the lights show up, my forward controls system sends error messages. I started this in may of 2021 and it just keeps getting worse. I need a good reliable car I am a single mom with 2 kids. My car is only 4 years old. I bought it brand new, only owner. i can not afford a car payment. My car was paid off. I want enough to purchase a brand new RELIABLE car that will not let me sit. I have had 4-5 rentals in the last year and its been a pain changing cars constantly. I contacted ******* ***** ******* about this and all they said is ******* ******* provided you with a vehicle and are doing their best to resolve the issue. No help there.

  Business response

  02/25/2022

  Thank you for bringing this to our attention for review.
  

  Our review is as follows:
  

  The car was purchased in 2017, and has been driven 94643 miles 

  The car was serviced by us on 4/06/21. We did fuel induction cleaning, brake fluid exchange, antifreeze exchange, oil change, free PA state inspection, and installed a fuse kit (fuse kit replaced under Hyundai Motor America campaign ***).
  
  The car returned to us with a check engine light, and low oil level on 5/18/21 – we changed the oil and refilled at no cost to the customer.
  
  The car returned to us with low oil level again on 7/9/21. We notified Hyundai Motor America (Prior Authorization request 100315) and were instructed to perform combustion chamber cleaning, and begin an oil consumption test. The engine was sealed, and the test began at no cost to customer. We also performed a vehicle detail at no cost to the customer (our goodwill of $269.90)
  
  The vehicle oil consumption was monitored at 1000 mile intervals and on 9/28/21 (Prior Authorization #100360) we were instructed to replace the engine and Turbocharger by Hyundai Motor America. The customer was provided a rental car at no cost to them (Rental paid $ 1145.20 by Hyundai Motor America, $526.80 by us)
  
  In order to qualify for the engine replacement, we (Giambalvo Hyundai of Hanover) assisted the customer in performing all the tests, certifications and requirements necessary to convince Hyundai Motor America to Purchase the customer a new engine. Upon their final approval of all requirements, we ordered the customer a replacement engine and installed it in the vehicle. It should be noted that during this process, Hyundai Motor America partially reimbursed us for the use of a rental vehicle for the customer, and we paid the balance due. We also paid for any incidental expenses that Hyundai Motor America declined to cover.
  
  The engine replacement was completed 11/23/21 ($9594.03 paid by Hyundai Motor America, $2678.00 paid by us).  Engine transplant ($12512.26) was provided at no cost to customer.
  
  The vehicle returned to us on 12/11/21 with a concern that it wasn’t making heat on the passenger side of vehicle. As a goodwill gesture, we replaced the inlet door actuator assembly at no cost to the customer, $93.77 paid by us
  
  After replacing the engine, the vehicle returned to us on 1/20/22 in “LIMP” mode, with warning lights on in dash. It appeared that the collision avoidance system was malfunctioning.
  
  This concern is NOT covered by the Manufacturer, as the vehicle has 94653 miles on it, and the collision avoidance is not part of the 10 year 100000 mile powertrain warranty that was utilized to replace the engine.
  
  The technician found road salt and debris in one of the collision avoidance harnesses and cleaned them, applying dielectric grease to prevent future occurrence. Car was road tested 16 miles with no problem recurring. Again as a goodwill gesture, we paid $135.00 on behalf of the customer, and paid for a rental car. Technician recommended that if the problem should reoccur, then a complete wiring harness replacement might be a solution (approximately $4500).
  
  The vehicle returned to us on 1/24/22 again with forward collision warning lights. We towed the vehicle to the dealership at no expense to the customer and provided customer with a rental at our expense. Before recommending the customer purchase a $4500 harness, we contacted Hyundai Tech line for review. Tech line advised that prior to having customer replace harness, that we replace crankshaft position sensor. We replaced the crankshaft position sensor, (goodwill gesture at no cost to the customer) at a cost to us of $677.78.
  
  We then drove the car a total of 219 miles with no faults, or warning lights.
  
  The customer stated at this time, that she wanted the car totally detailed for free so she could take it to CarMax to sell. We gave the car a total reconditioning of 4.5 hours ($607.45) to aid her in disposition.
  
  In conclusion while we are empathetic to the customer, we have already provided a tremendous amount of free assistance to the customer. We (Giambalvo Hyundai not Hyundai Motor America) have paid $2645.20  goodwill to rental car companies on her behalf, and $4192.80 in repairs on her behalf. Hyundai Motor America has provided an additional $9594.03 for a total of $16,432.03.
  
  At this time, we would also be willing to sell her a new vehicle of her choice and trade this vehicle if in fact she did NOT sell it to ******.
  While we are obviously not able to purchase a new vehicle for her, we have supported her in meaningful productive ways to the best of our ability. In my opinion, we have gone far above and beyond in our attempts to assist *** ********* and treated her to service far exceeding what is required of us.
  Thank you
  
  E M*****
  General Manager
  Giambalvo Hyundai of Hanovers why here...

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jack Giambalvo Hyundai ****************************York PA********* Im currently facing problems with this business and the salesman Travis S****. He sold me a 2013 hyundai ****** with a class action lawsuit on the engine seizing up. They still have my car sitting in their garage stating it is due to the class action lawsuit but yet are awaiting hyundai corporate to ACCEPT it then give us a rental car. They dont care about me, my life, what kind of car they sell you, and ect. Travis S****** the salesman who sold me my car which I bought out right wont even return my calls. That is terrible business. It is not my fault that they sold me a garbage car which was paid in full on the spot and now that it has a class action lawsuit I have to wait for a RENTAL due to them and their mistakes? That isn't how this works! That's how you lose business and get a bad reputation. Also everytime my husband or I call the service department they're RUDE to us and act like we are a inconvenience to them! They have the oudacity to make us wait for a rental car when it's their manufacturer who has this open class action lawsuit on my Hyundai ****** in which i have NO control over! I I have no car now to drive and do my work or pay my bills due to there bad business practices. I also had my car taken here to have an update done that they were requiring everyone to do and this engine seizure still happened. They are a joke and a waste of your time and money! I will spread the word ALL over **** County about this horrible dealership and I might even take it to the NEWS. They are telling me that they have to send video and photos of my engine to CORPORATE first before they can give me a rental. Yet the receptionist I spoke with in person said it is due to the class action lawsuit. What sense does that make? Making me wait for a rental? I need my car to work! It is my only car for transportation.

  Business response

  02/25/2022

  customer car was under the inspection process for this recall. It was approved on 2/17, she was called that day, and we spoke with husband. at that point they were notified they could have an enterprise rent a car. following protocol of the class action recall. I am not sure why they are stating that nothing has progressed? 

  thanks 

  chris b**** 

  Customer response

  03/12/2022

  [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:when the repairs were made to my Sonata for the engine, was the entire engine replaced or was it only the specific parts that failed? The only question I know have is how many miles were on the new engine if the whole thing was replaced.
  
  Regards,
  
  *********************************
  

  Business response

  03/14/2022

  a new long block, which includes engine block, cylinder head, and all internal lubricated parts. intake manifold, exhaust manifold, and accessories are reused (ac compressor etc). there was zero miles on the motor when installed 

  thank you. 

  Chris 

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a used 2018 ****** from this dealer in July 2019. Returned a year later for inspection and they recommended doing the brakes and we agreed. They replaced pads and rotors. Short time later brakes had a pulsating effect and discovered new rotors were warped. They replaced everything again no charge. Few months later same problem. They declined to warranted their work and we paid to have the work done again. Brakes now make noise like a freight train stopping and calipers are dragging. We are taking vehicle to another mechanic. So far we have spent $1000 and the problem remains. I voiced my complaint to the GM of the dealership. He promised to look into it and contact me on 12/27/2021. I have yet to hear back.

  Business response

  01/13/2022

  I spoke with *************** this morning about the brake problem. He shared that he had his vehicle checked at a ****** dealership and they found that our technician did not put brake shims when the new brakes were installed. The ****** dealership installed the shims and corrected the problem. I asked ************* for copies of the repair order, which he sent to me. I reviewed them and responded to *************** that he was correct and that we would remburse him what he spent on brake replacement at Jack Giambalvo Motor Co.

  I have requested a check be mailed to *************** for $1474.98.

  Joel C******

  General Manager

  Jack Giambalvo Motor Co

  Customer response

  01/14/2022

  [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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an engine failure in September of 2021. The car was taken into the shop and I have not heard anything from *******. That was four months ago. Last time I called they have not received the part. About a month ago I got a letter in the mail stating that there has been a recall on that exact part on all 2017 ******'s. I have still been making payments for four months on a car I do not have.

  Business response

  01/08/2022

  The customer car is still down, awaiting an engine from ******* parts warehouse. i will have advisor follow up with customer again, to answer any questions in the interim 

  thank you. 

*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. ↩