ComplaintsforAllen Samuels of Jackson, Inc.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a 2008 ******* Santa Fe, and I received a letter in 10/23 for a recall of a gasket replacement. I contacted my nearest dealership and they setup an appointment for 12/19/2023, 2 months after I called them. After missing a days work to take to dealership, it set there for 8+ hours to be told that the part wasn't instock. I was told it should be instock in a few days. After a month went by I called back on 01/24/2024 to see about it and they said it was there and set appaintment for 02/08/2024 at 830am, so after missing another days work I drop vehicle off and spoke with service manager. After no word from them for 5 hours I went by to see if ready. They had not touched it and had to reschedule the appointment for 02/15/2024 at 8am. I got there at 745 and asking were they sure it would be repaired that day, the service guy assured me it would and even pulled my vehicle into the bay. Never heard another word from them until I stopped by at 4 pm and to learn they didn't do anything but pull it back out of bay after I left. I was told it would take a full day and they would call me and bring me a loaner car and puck mine up and when fixed bring back. Said it would be in a day or 2. It's been 6 days and no word. My wife had to miss 3 days work and that cost us over $450 for her missing. I've received nothing but BS from them.

  

  Business response

  03/08/2024

  Dear ******,
  Firstly, we want to extend our sincerest apologies for the inconvenience and frustration you and your wife have experienced due to the delays and miscommunications regarding the recall service on your 2008 ******* Santa Fe. We understand how valuable your time is, and it is clear from your experience that we have fallen short of the high standard of service we strive to provide.
  We acknowledge that the repeated rescheduling and lack of communication you encountered are unacceptable. Please know that we are taking your feedback seriously and are already taking steps to ensure this does not happen again. Part of the challenge has been our recent move to a new dealership building, which has brought some construction-related disruptions. While this is no excuse for the inconvenience caused to you, we hope it helps to explain some of the difficulties we have faced recently.
  I am pleased to inform you that we have taken immediate action regarding your vehicle. We were in contact to schedule and have already picked up your vehicle. I am also happy to confirm that we have returned your vehicle, repaired, earlier today. Our service manager has been instructed to ensure your experience is seamless moving forward, and we are reviewing our parts inventory management and communication procedures to make improvements.
  We are committed to regaining your trust and would welcome the opportunity to discuss this matter further with you. Please feel free to reach out to me directly at ************, or let us know the best way to contact you.
  Again, we are truly sorry for the inconvenience and appreciate your understanding as we strive to make things right.
  Sincerely,
  

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

  General Manager

  Allen Samuels of Jackson 

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

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

  Customer response

  03/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  90 *********************

  *********, ** 38340

  
  

  Customer response

  03/09/2024

  I do appreciate Allen Samuels dealership finally getting my vehicle repaired. The service manager has been very nice and apologized for the delays and miscommucation. Mycomplaint wasn't intended to get anyone in trouble. Everyone was nice to me each time I spoke with them and visited the service center. The repair just kept getting put off. The appointments would be set, my wife would take off work and we would dropoff to be told once repaired they would call. After each time after having a full day, to be told it wasn't repaired. The third time it was pulled into bay at 7:50 a.m. and I was told it would be the first one worked on that day, and after spending 8 hours trying to kill time and no call from them, we go by and it was sitting in parking lot unrepaired. Each day cost my wife $150 in wages. Those days couldn't be used as sick or vacation days. So we had a loss of $450 for those 3 days. Being nice, and apalogizing doesn't pay bills. My issue is resolved, just think about your actions before another customer has this happen to them. 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 28, 2022 I purchase a Santa **** ******** from Allen Samuels of Jackson **. For $32,000, and to find out the listing price was $29,000, which Allen Samuels has get me for and extra $2,000. I ************************* put a down-payment of ******. Plus I purchase a extended warranty $2,000 and something. 8/28/22 I noticed an cord/ foam was hanging from up under my motor. After drive it Monday the form come out. I call Allen Samuels to let them know and the only time they could see me was 9/1/23 when I get my oil change. Little that I know when I made it the Allen S. My radiator was busted. Which they claimed a small rock hit my radiator size of a finger nail. My insurance (Farmers *****) had to paid for it, which they did not believe it. I ask for a refund than and file a complaint with ******* corporate about this matter and my extended warranty. NO RESOLUTION AT ALL. No rental car assistance neither. On May 17,2023 I walked out of a store and I seen something hanging again from up under my motor. It was the something as 9/1/22 the cord/form was hanging under my motor. May 18,23 I took it ASAP to Allen S. In Jackson Tn. Which I ask to speak to the fiance lady, about getting my money back for the Santa ****, they said 1 minute, because the lady they several me was not there, someone else will help me. Never happen. The manager came out and showed me a cord they was hanging under the motor. And said it wea nothing. I told him this is the same problem as last time, I wanted my money back or a even trade. He said it is nothing wrong with the truck. Two times in six months is to much for me. He claimed he would check it out good. It took 2 hours, I don't know if they fix something or not on it. I didn't trade with them on the way home my truck didn't drive the same. I need my truck for work, which they didn't have a rental, or my extended warranty said I had to paid up front. Didnt have it. So I trade it at the nears dealer. ***** Fargo said I can get it revers

  

  Business response

  06/06/2023

  To whom it may concern:

  **************************** purchased a 2022 ******* Santa **** from Allen Samuels ******* on 2/28/22.  Attached is the buyers agreement and repair orders signed by the customer.  All warranty work has been completed at no charge.  The only repair order charged to the customer for was the one signed for by **************************** authorizing repair for the radiator, as she stated her insurance company paid for.  We feel we tried to accomodate ***************** in every way we could.  ***************** suggestion was to refund her the total sale price for her purchase which we can not do.

  Thank you,

  ***************************, General Manager

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

  Customer response

  06/07/2023

   
  Complaint: 20091029
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my car in for service on an engine knock sensor code on April 1, 2023. They explained to me that it might be the end of the following week until I hear something, which is understandable. However, fast forward to April 11, 2023, I call, and they said I wouldn't know until at least the 21st. Then I have my father call on April 19, 2023, and they say it will be another week. My shop will be in the car starting for four weeks beginning on April 22, 2023, and they still have yet to diagnose it. This leaves me stranded without a car while I am 2 hrs. and 45 minutes away from home enrolled in college. They never offered to provide a courtesy vehicle or at least provide a firm date it would be diagnosed. The service people are nice; however, I am beginning to *********** week" will never get here and I am getting extremely frustrated having to pay for a car that is just sitting in their lot. This slow turnover rate for their business is extremely bad and I just want them to at least diagnose it. I would understand it more if it were because a part was delayed, but they are taking forever to diagnose it and I am the one who has to reach out to them. This issue would be resolved if they would either 1) fix the car, 2) provide a courtesy vehicle while my car is sitting in their lot, or 3) provide a helpful way for me to get my car to a dealership that will be willing to actually work on it.

  

  Business response

  05/05/2023

  To whom it may concern:

  This was the first email received from BBB.  At time of vehicle arrival, customer was under age to be provided a courtsey vehicle.  Do to the in flow of vehicles to be diagnosed at the shop,  there was a delay in getting the vehicle diagnosed.  Customer vehicle has been approved by ******* for engine repair.  Customer has now turned 21 and has been placed in a rental vehicle.  Parts have been ordered from the Manufacturer and waiting repair.  Service Manager *********************** has been in contact with customer 5/4/23 advised it will take a few weeks to get the parts in and then time for the repair. 

  Thank you,

   

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

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

  Customer response

  05/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  1329 *********

  ************, ** 37128

  
  

• Initial Complaint

  07/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a ****** kicks in june 2022. I took ot to a dealership to get the radio fixed. They couldn't fix it. So allen samuels said bring it in and the ** wouldake it right. Offered me a new car but was on** offering 10k below for tradin value. I have on** had the car 1 month. They lied and said they could get in another for same payment come back with a payment 200dollars more than current payment. Just full of lies. All they care about is money. I definate** will not reccomend allen samuels ************************* the salesman or any dealings with ***** the salesmanager. They will on** lie to get your money. Also told me that the tire was fixed. When I took it to another dealer because it was still going low it had 3 nails in it.

  

  Business response

  08/31/2022

   

  Customer purchased a 2020 ****** Kicks on 6-18-2022 from our dealership, Allen Samuels Hyundai.  ***************************, General Manager and *************************, Product Specialist completed the initial deal.  Customer returned to dealership on 7-23-2022 and stated that they had taken their vehicle to a dealer in ********* to get radio inspected.  Dealer in ********* caused a short or malifunction of the radio, per the conversation with Sales Manager ***********************, ************************* and the customer.  Customer stated parts on back order for the radio.  Customer stated on 7-23-2022 that he found three nails in a tire just a few days after purchase.  Customer did not mention tire to us until 7-23-2022.  Customer spoke with Sales Manager *********************** and requested to trade out of the vehicle.  Sales Manager put together numbers for customer and estimated payments where much higher than customers had wanted.  Sales Manager explained to them that having their warranty fix the radio, would be best option for them and referred a ****** dealer to work with to maybe get the part faster, ******************* in ********, **.  As of 8-12-2022 Conversation with *************************, Product Specialist, the radio was repaired on 8-10-2022 and customer is "Doing very good now."

• Initial Complaint

  10/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a used 2018 Dodge Durango from ***** ******* 8/16/21. On 9/7/21 the truck stopped in the middle of traffic & would not restart. I immediately called the dealership & was instructed to have the car towed to them. On 9/8/21 I called the dealership to see if they had diagnosed the issue & was told by ****** **** that they were short staffed & that they had to order a part. He stated that the part would be in on Saturday 9/9/21 & it would be Monday 9/11/21 before it could be fixed. The week of 9/11 I received little to no communication & constant excuses. When I talked to ****** on Monday 9/11 he stated that I had a fuel relay issue & my car would be fixed by Tuesday 9/12. I call on Tuesday, ****** is out & a guy name **** says the car will be repaired by Thursday. 9/15 Friday , I called , no repair, & now both batteries are dead per ****. I am now responsible for $500. I was told by ****** that the fuel relay was covered under a 60 day warranty. It went from 109.00 to 500.00.

  

  Business response

  01/06/2022

  Business Response /* (1000, 9, 2021/11/18) */ Federal Privacy Laws prohibit this company from discussing this matter with anyone other than the registered owner.

*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. ↩