Complaints

This profile includes complaints for Freeman Mazda-Hyundai-Genesis's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Freeman Mazda-Hyundai-Genesis has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Freeman Mazda-Hyundai-Genesis

  1800 E Airport Fwy Irving, TX 75062-4827

• 

  Freeman Mazda-Hyundai-Genesis

  1850 E. Airport Fwy Irving, TX 75062

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:09/30/2024

  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.

  Purchased a vehicle which included a factory warranty including ***************** with a loaner vehicle included. Turns out the dealership doesnt even have ANY loaner vehicles even assigned according to the ******************************************.

  Business Response

  Date: 10/02/2024

  ******* of ****** was sold to **** ****** on 8/13/24.  Therefore, it's up to **** ****** to provide a loan vehicle.  However, as the ******* Customer Relations stated, they'll reimburse you up to 85 days for a rental if needed.

  Customer Answer

  Date: 10/02/2024

  I am rejecting this response because:   Regardless of the name on the building the business misrepresented the fact that it had no loaner vehicles available to fulfill the contractual obligations of the purchase of the vehicle.

  Business Response

  Date: 10/03/2024

  I'm sorry you've rejected our response, but ******* has offered you an alternative.  There's nothing we can do to accommodate your request other than to refer you back to the new owners **** ******.  This is our last response to this complaint.

  Customer Answer

  Date: 10/03/2024

  I am rejecting this response because:   The sale of the vehicle came with the commitment of an available loaner vehicle while the warranty is still active for the vehicle under the Complimentary Scheduled Maintenance Program.  The vehicle had 200 miles on it (of which 166 were my actual mileage) when it required repairs for an extended period and the dealership was not in possession of ANY loaner vehicles.

  This is clearly false advertising and smacks of bait and switch tactics.

• Initial Complaint

  Date:05/12/2024

  Type:Sales and Advertising 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.

  In January 2024, I purchased a new CX-5 from Freeman ****** I believe their MSRP was not correct, and overcharged me by thousands of dollars for the same vehicle that I looked at today on their webpage. My vehicle was charged $3500 more than the same vehicle that the business had in stock right now, I believe they need to justify such an amount that charge just about 4 months ago for a brand-new vehicle.

  Business Response

  Date: 06/03/2024

  ********** purchased his vehicle approximately 5 months ago.  Prices change constantly in the automotive industry along with most industries out there.  The price he paid for his vehicle that he's disputing also includes other items he purchased besides the vehicle.  We cannot refund his or anyone else's money from 5 months ago due to market conditions and/or manufacturer price changes/incentives.  Nor would we ask ********** for more monies after the purchase if the prices had gone up.  Therefore, we will not be refunding any monies to **********.  

  Customer Answer

  Date: 06/11/2024

  I am rejecting this response because:   So after taking out the add-on fees etc, the car is still way much more expensive than current market pricing right now. Given the rate is 0% for CX-5, market conditions is actually better than where I was 5 months ago. And the current market price for this vehicle is even lower than my purchase price. For that, I believe I have paid the much higher purchase price OTD price than I suppose to pay, thanks for connecting, and also you took 2 months to refund my cancelled add-on insurance back to my account, just fyi, there is still one more needs to be done hasnt done yet. 

  Business Response

  Date: 06/12/2024

  If you have cancellations that haven't been done, please reach out to our finance department so we can process.  Our main number to the dealership is ************.  This is our final response but will be glad to speak with you if there's any further issues regarding the items that need to be cancelled.

  Customer Answer

  Date: 06/21/2024

  I am rejecting this response because:   

  Seems like the business, ***** Freeman, is not able or willing to properly justify my question for why am i paying so much premium for the same vehicle with empirical evidence. I'm requesting BBB's help on here of justifying the overpaid amount. Thanks

• Initial Complaint

  Date:01/30/2024

  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 bought a 2023 Genesis ** 70 in August of 2022 and within 2 months a warning light was displayed on the dashboard. The warning light was regarding the all drive which I was not aware of at the time. Within a few days of that light coming on, the car swerved to the right by itself and hit the curb causing major damage to the suspension and wheel. When I showed the warning light to the service rep at ***********************, he completely ignored my concern and didn't even notate the light in his records at all. Once the suspension and tire was repaired which was between Dec2022-Jan 2023, the body shop on the same lot owned by the dealership attempted to turn this light off. For a moment, it did go off but then a couple months later the light returned. I called the ***************** retailer and dropped the car off to them to be serviced while I took a loaner. They called me and told me that the light was turned off and it's good to go. Bear in mind they never told me why this light came on, what it mean and what they did to repair it as they never provided a service report for this service. Then the turbo charger failed on the car (again bear in mind this car is less than a year old when all this occured) for no apparent reason and the alignment was off. It took the shop 4 weeks to fix the turbo charger with minimal communication and tried to charge for the alignment when the car was incorrectly aligned by their body shop after th suspension repair. After much reluctance, they finally agreed not to charge. Then I noticed that they didn't change the oil plus didn't fix the bluetooth and car play issues I had mentioned at the time. So once again the car went back to the shop for service and they also need to repair the wipers as they were bad, couldn't see at all during rain (once again tried to charge me). Got my car and while I was driving on the freeway, the transmission got shot and the car completely died on me. Thankfully I made it out alive by pulling over.

  Business Response

  Date: 03/04/2024

  We acknowledge ***************************** concerns for her 2023 GV70 and the mechanical issues she's had since ownership.  We have been working closely with ******* and just heard this past Friday, March 1, 2024 that ***************************** vehicle is going to be repurchased.

   

  Customer Answer

  Date: 03/05/2024

  I am rejecting this response because:   

  I have received approval but have yet to receive the repurchase agreement with numbers. I am also being told that I have to wait for certain things to be refunded back to me as they will be deducted from the repurchase price which is going to extend and delay the monies due to me in full. Plus the dealership is trying to lie stating that the initial date of defect was in April when they clearly have it notated in their October 2022 service report that I complained about the warning light back then. This warning light is the main cause of most of my mechanical problems and it's important to document the initial date I reported as they are deducting mileage for wear and tear. This dealership is trying to claim I didn't tell them until April when that is a lie. Not only is in the October 2022 service report but their body shop also has records of this light being on back then when they were fixing the car. Until the repurchase is fully completed and I have accepted their offer to my satisfaction and received all monies due to me back including the warranties I was lied about that was included in my contract without my knowledge of the costs, I cannot close out this complaint as the car is still not repurchased and I still don't have a refund from ******* nor is my loan paid off. 

  Business Response

  Date: 03/11/2024

  We have sent all our records to ******* including the repair order from our body shop that states the *** light was on when the vehicle was in our shop on 10/10/22.  We are cooperating completely with ******* and have sent them all we have on the vehicle and now it's up to them to handle the repurchase.  We did not sell ****************** her vehicle, therefore, if there's items that were added without her knowledge, here again, it's out of our control.  We understand her possession, not accepting our explanation until the process is complete, but this will be our last response on this matter.  Here again, this is not our decision but the decision of the manufacturer, *******.  Thank you.

  Customer Answer

  Date: 03/11/2024

  I have reviewed the business response and accept this resolution.

• Initial Complaint

  Date:12/04/2023

  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 family and I purchased a 2014 RX 350 from you on June 24 of 2023. We got a loan from navy federal for the purchase. We left the same day with the car and were told it would be taken care of and we would get the plates. We got the plates, but the paperwork was filed incorrectly and our lender never received proper documentation. When we called to see what was going on we were brushed off multiple times and given incorrect information. Months later, we were told that the dealer was aware of the mistake, but only after I had called the *** to figure out what was wrong. They said again to wait and they would fix it by December 3rd. It has not been rectified and they have not answered our calls and emails. Our lender is threatening to increase our interest rate and change our loan into a personal loan.

  Business Response

  Date: 12/08/2023

  Our sales manager, ***************** reached out to ****************************  It appears that our phone numbers on our website were incorrect, and ***** was not receiving his initial calls.  As of yesterday, 12/7/23, ***** explained our situation in trying to correct the miles that were on the title.  We offered to repurchase the vehicle and make him whole again, but ******************** said he'd give us a little more time to get this corrected.  When dealing with the state on a rejected title, it takes much longer and we're doing everything in our power to get all the documents they want to correct.  Our goal is to make the ********** happy not only with the purchase of their vehicle but with Freeman as well.  Hopefully this will be behind us all soon.  

  Customer Answer

  Date: 12/09/2023

  I am not sure what to do with their response. They have not fixed the issue. Should I just wait until it is fixed? Thank you for your help.

• Initial Complaint

  Date:11/03/2023

  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.

  ***************** DID A **** REPLACEMENT LATE LAST YEAR AND THEIR COLLISION CENTER DID THE SUSPENSION REPAIR ON MY *** WHICH REQUIRES AN ALIGNMENT PRIOR TO REPLACING THE **** AND WHEEL. LESS THAN A YEAR LATER, MY *** IS HAVING ALIGNMENT ISSUES PULLING TO THE LEFT AND THEY WANT TO CHARGE ME A FEE TO HAVE IT ALIGNED AGAIN WHEN IT SHOULD HAVE BEEN DONE PROPERLY IN THE FIRST PLACE. MY *** HAS BEEN SITTING IN THEIR **** FOR FOUR WEEKS DUE TO CONSISTENT PROBLEMS WITH THIS *** AND NOW THEY ARE TRYING TO CHARGE ME FOR AN ALIGNMENT IN WHICH THEY ALREADY CHARGED MY INSURANCE FOR LESS THAN A YEAR AGO. I HAVE LEFT A MESSAGE FOR THE GENERAL MANAGER AND ATTEMPTED TO GET THROUGH TO THE SERVICE MANAGER, ***, WHO TRIED TO MAKE IT SEEM LIKE I'M AN IDIOT AND DON'T KNOW WHAT I'M TALKING ABOUT. NO *** ESPECIALLY A NEW ONE SHOULD NEED AN ALIGNMENT SO EARLY ON. I'VE HAD SEVERAL DIFFERENT ***S IN MY LIFETIME AND NOT ONCE HAVE I NEEDED TO DO AN ALIGNMENT. THEY DIDN'T DO THE ALIGNMENT PROPERLY HENCE WHY THE *** IS HAVING ISSUES. THIS *** HAS BEEN DEFECTIVE FROM THE BEGINNING AND I WANT MY *** TO BE THOROUGHLY FIXED PRIOR TO BE RETURNED AND I WANT COMPENSATION FOR MY *** BEING IN THE **** EVERY FEW MONTHS FOR A DIFFERENT ISSUE EACH TIME. IT'S RIDICULOUS AND THE ***** THEY ARE CHARGING ME FOR THIS *** IS NOT WORTH THE HEADACE IT HAS GIVEN ME IN THIS LAST YEAR ALONE.

  Customer Answer

  Date: 11/03/2023

  You may cancel this complaint as they have agreed to do the alignment free of charge. 

  Business Response

  Date: 11/07/2023

  ***************************** vehicle was in our service department for a turbocharger replacement under warranty.  This repair was done, we provided her a loan car for the extended time her vehicle was here, and we aligned the vehicle at no charge to her.  *********************** took care of her issues, and we delivered her vehicle back to her last Thursday, November 2nd.  If there's any further issues, please ask her to contact *** and he'll be glad to take care of her.

  Customer Answer

  Date: 11/07/2023

  I have reviewed the business response and accept this resolution. I had sent an email prevously to cancel the complaint as they finally decided to the alignment free of charge.

• Initial Complaint

  Date:10/18/2023

  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.

  Middle of July I called Freeman's ************************ to book an appointment to have my CX-5 looked at for ** issues. I expressed my requirement for a loaner vehicle. I had called ahead on day of appointment to make sure that the dealership had a loaner for me; there were no loaners available and I wouldn't get one until the next week.End of July, I am able to get a loaner vehicle and the service department does a diagnostic determining one of two things; a ******** valve or a leak at the evaporator. I ok'ed the work to replace the valve. A week goes by and I pick up my vehicle at the beginning of Aug and pay for the diagnostic and ******** valve.A few ************ and the issue persists. I schedule another appointment and drop off my car to have the evaporator work done on Aug 10th.I called multiple times the next week and a half with no status updates.Aug 28th I called and find the work had already been done the week prior. I go to pick up my vehicle and pay for the evaporator fix.Sept 18th The ** begins to blow warm air again. I called the service department to have them take a look at the vehicle for a third time. Oct 5th: They seemed to have broken a valve on the car that had to do with the testing equipment used. They had replaced the valve and confirmed no further leaks, air was blowing cold, and that they had taken it for a test drive to ensure the job was done. I wasn't happy to hear that my issues were a result of the service department on the previous fix, but was satisfied with the honesty and the projected care the service department was now showing my vehicle and I. I didn't make it a couple miles before the warm air began to blow again. I immediately drove the car straight back to the dealership.It is now 3 months since I booked my original appointment. The service department is not able to replicate the issue because in the time it took to get to this point in my maintenance the seasons have changed and the air is getting colder.

  Business Response

  Date: 10/23/2023

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

  Business Response

  Date: 10/23/2023

  As of today, 10-23-23, ************** met with *************************, *********************** and **********************  Per our correspondence with **************, ***** Technical Support suggested we perform an ** performance test which we did with ************** present.  At this time, the system tested good, and ****************** assured ************** that we stand behind our repairs and that if he had any issues in the future with the ** to please reach out to him directly.  We will continue to work with ************** in regard to the mechanical breakdown claim he has with *****.

• Initial Complaint

  Date:05/25/2023

  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.

  I brought my 2016 ***** 6 in for front end collision damage to bumper and grill. They had my vehicle for 30 days and upon returning my vehicle it is now making a jiggling sound it has never made before. From conversations I know that they only took 1 day to reassemble my vehicle however when I took my vehicle in to address the sound they are stating that it is a blown strut that was a maintenance issue and unrelated to the accident. The accident was in January 2023 however I did not take my vehicle in for repair until April ***************************************** fact I had tires replaced, brake pads, rotors and alignment completed on March 23,2023 and there was no mention of the struts needing any attention or in any bad condition. I brought my vehicle in on April 3, 2023 and it was retuned to me from Freeman on May 2nd and suddenly its making this sound. This shop is stating the damage is wear and tear however I do not believe the sound is related to struts, I feel they are using the struts as a scapegoat to deny their poor reassembly of my vehicle as the sound is not constant and I dont hear it if Im driving on a smooth road such as the highway. If it is indeed the struts I was told by one of their mechanics that struts can be damaged by impact but to escape responsibility for doing a poor evaluation before returning my vehicle to me another mechanic stated that it was wear and tear. I have spoken with management who has promised call backs and I have to initiate the call, rudeness in denying responsibility and overall lack of curiosity and customer service

  Business Response

  Date: 05/30/2023

  The repair that we made through the insurance company did not authorize replacement of the struts.  We met with ****************** and her insurance company on Friday, May 26th.  We put the vehicle ** on a lift so her insurance adjuster could show and explained why they aren't covered by the accident due to leakage.  ************* adjuster explained to ****************** that this is a maintenance issue and not a result of her front-end damage.  As of today, the body work and repairs authorized by the insurance company have been completed.

• Initial Complaint

  Date:05/16/2023

  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.

  On December 5th, 2022, I purchased a Pre-*********** CX-30 Premium Turbo that had ***** miles on it from ********************** ***** in ******, **. I purchased it for $31,450. I traded in my vehicle and was given $700 for it. The out the door price for it was $33,035 and I purchased the vehicle in cash. On March 10th of 2023, I took my car to have it ceramic coated and within minutes of it being inside the shop, I was asked if I knew that the whole side of the vehicle had been painted. He had pointed out overspray, fisheyes, dust imbedded into the paint and took paint readings. Those readings were sent to me, and I have them available. The shop did everything they could do to make the paint look better and did a great job buffing out the overspray. When I arrived at the dealership, I spoke with the Used Car Manager *********************** to try and find out what may have happened. **************** said that the license frame bracket had come off and one fender covering needed to be tightened but that was it. As a result of the unproffesional conversation from ****************, on March 29th I sent an email to the owner/GM ***** **********************s Assistant Romaine in hopes that she would pass it on to Mr. *********************** The condensed version: ********************** ***** sold me a used car that had been in an accident, the whole side of the vehicle was repainted and driver's passenger side window is scratched. Despite being told that they wanted to make it right, they ignored doing a proper door inspection thus being told by **************** "Mr. ********************** doesn't think we are responsible for the paint and isn't going to replace a door just to repair a door". I wouldn't want to replace a door just to replace it either but, ********************** ***** did not want to see if any of the tension beam attached parts were damaged. They may not have been the one's that painted it, but who should have inspected it prior to selling it? Who is responsible for it? Me? and why am I the one on the short end of the stick here?

  Business Response

  Date: 05/31/2023

  After we received ****************************** complaint and email, *********************** our Used Car Manager spoke with Mr. ********************** about this situation.  We've had our body shop manager look at the door in question and didn't find a reason to replace and even suggested **************** contact the owner of JDS Body Shop to get a more experienced opinion than what he got previously.  Even though **************** bought the vehicle "As Is", (copy attached for your review), we offered him $500 for any inconvenience this may have caused him.  However, he declined our offer.  We sent a certified letter to him on 5/5/23 apologizing that we weren't able to make him happy.

  Customer Answer

  Date: 05/31/2023

      In the spirit of what the BBB is aiming to do, I wanted to just point out a few things. In the ********************** reply they say We've had our body shop manager look at the door in question and didn't find a reason to replace and even suggested **************** contact the owner of JDS Body Shop to get a more experienced opinion than what he got previously.   The ********************** Body Shop Manager (*********************) did not look at the door when the panel was removed. In fact, it was not inspected by anyone in the ********************** Body shop. Their statement is, for lack of a better term, a lie. I also mentioned in my letter to the BBB that no one had inspected it.  I dont know why; in their response they would mention talking to the owner of JDS when I concluded in my initial letter to the BBB saying the door had been determined by JDS that it did not need to be replaced.
  In my initial contact with ***********************, he said Mr. ********************** really wants us to go through these vehicles with a fine-tooth comb but, sometimes we dont always do that.  This statement tells me 1. That the dealership failed to do its due diligence. 2. Ultimately held my vehicle to a lower standard. 3rd. Passed the oversight to me.
  In the ********************** reply, they failed to mention how I was treated as stated in the initial letter to the BBB or answer any of the questions I posed in my letter to the BBB.   
  The acknowledgement of the AS-IS that I signed, was under the guise that the vehicle had been properly inspected prior to selling it (Which, if it had been, this problem never would have happened) And per ***** **********************s instructions when they purchase a used vehicle.  Nor was anything on the Carfax,giving me at the time of the sale no reasons for any questions or concerns regarding any prior accidents or repainting. So I ask, Why wouldnt I sign it?  Also, that $500 for any inconvenience that we may have caused him Would that be the inconvenience of finding out the car was in an accident? Which inconvenience is ********************** talking about exactly? Is it for me having to take a big financial loss on it if I sell it? 

  Customer Answer

  Date: 05/31/2023

  I am rejecting this response because:   I just added this to the communication. I wasn't sure if I get a space to reply, my mistake. However, here is my reply to **********************'s statement regarding the matter.  I also added the carfax.       

   

  In the spirit of what the BBB is aiming to do, I wanted to just point out a few things. In the ********************** reply they say We've had our body shop manager look at the door in question and didn't find a reason to replace and even suggested **************** contact the owner of JDS Body Shop to get a more experienced opinion than what he got previously.   The ********************** Body Shop Manager (*********************) did not look at the door when the panel was removed. In fact, it was not inspected by anyone in the ********************** Body shop. Their statement is, for lack of a better term, a lie. I also mentioned in my letter to the BBB that no one had inspected it.  I dont know why; in their response they would mention talking to the owner of JDS when I concluded in my initial letter to the BBB saying the door had been determined by JDS that it did not need to be replaced.
  In my initial contact with ***********************, he said Mr. ********************** really wants us to go through these vehicles with a fine-tooth comb but, sometimes we dont always do that.  This statement tells me 1. That the dealership failed to do its due diligence. 2. Ultimately held my vehicle to a lower standard. 3rd. Passed the oversight to me.
  In the ********************** reply, they failed to mention how I was treated as stated in the initial letter to the BBB or answer any of the questions I posed in my letter to the BBB.   
  The acknowledgement of the AS-IS that I signed, was under the guise that the vehicle had been properly inspected prior to selling it (Which, if it had been, this problem never would have happened) And per ***** **********************s instructions when they purchase a used vehicle.  Nor was anything on the Carfax,giving me at the time of the sale no reasons for any questions or concerns regarding any prior accidents or repainting. So I ask, Why wouldnt I sign it?  Also, that $500 for any inconvenience that we may have caused him Would that be the inconvenience of finding out the car was in an accident? Which inconvenience is ********************** talking about exactly? Is it for me having to take a big financial loss on it if I sell it? 

• Initial Complaint

  Date:04/24/2023

  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 dropped off my ******* Sonata to fix the peeling white paint under warranty exclusion on 03/16/2023. I was told 2-3 weeks as an ETA. I called every week after the 2 weeks ETA to get an update on my car. I have to be on hold for hours before the service advisor takes the call. Every time I had connected to the advisor, it goes like "I will get you an update by the end of the day" or "Looks like that's your car in the body shop, I will get you an update". But I have never gotten a call back.I even called today at 1:51 PM and I was on the call for 1 hr. and couldn't even reach the advisor and had to leave a voicemail.Seriously, how hard is it to get an update? Where is my car!? How long is it going to take!? Is it actually being worked on!? I don't want to spend valuable time out of my day to call and be on hold for hours to just get an update on my car. This has been one of the worst experiences I have had.You have an obligation to update your customers. I shouldn't be the one calling in every week to know what is happening with my car.

  Business Response

  Date: 05/01/2023

  First of all, we'd like to apologize that ******************** has not been kept informed about the status of his warranty paint repair.  Our Service Manager, *********************** contacted ******************** today, 5/1/23 and assured him he would provide him with an estimated timeline for completion and that he would personally keep in touch with him on the status of the vehicle.  *** also reached out to our collision center and spoke with a supervisor as well.  It is our understanding that as of today, the customer was satisfied with *************** in.  If anything should change, please have the customer contact *** directly at ************.

  Thank you.

• Initial Complaint

  Date:11/10/2022

  Type:Product 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.

  On 10/3/2022, we purchased a Certified 2017 Hyundai Elantra (Black) from Freeman Hyundai located at 1850 Airport Fwy, Irving, TX 75062 with clocked miles at 23697 (Odometer check attached) and VIN# ***************** for $21856 with a down payment of $500 and the balance through Finance from ******* Federal Credit Union (***) Bank. On 10/25/2022, we received a mail to visit the center for the plates. By then the car had run approx. 60 miles and while we were on the way to the center we got "check engine" indication and car was sluggish and was making a lot of noise and we dropped it off at the center for repairs which the service person mentioned would take till next day afternoon to address. We were kept informed of the issues but it wasn't resolved and we decided to ask for an exchange or a 30-day return policy to which they told they don't have any such policy. However, we were able to convince them to trade in for another better car from their center which would be considered a new purchase. Now, due to this condition that it would be a new purchase I stand to loose $1606 (21856 - 20250 - please see attached purchase invoice) in taxes and other fees. This is a huge amount which is equivalent to 1 month of my rent and living expenses which I am losing due to this transaction that has yielded in a disappointing experience. The center has informed that they would not be able to reimburse me with that amount since it is external payments. Please assist me getting a refund for this amount as I have returned the car and also lost this amount due to the transaction. Thank you!

  Business Response

  Date: 02/21/2023

  Business Response /* (1000, 7, 2022/12/05) */ The customer should compare the purchase agreement from 10/3/22 to the one on 11/4/22. On the 10/3/22 purchase, the cost of the vehicle was $20,249.48, with sales tax of $1,265.59 and a down payment of $500. On the 11/4/22 purchase, the cost of the vehicle was $35,949.47. We gave them credit for the trade from 10/3/22 of $20,250. Because of showing a trade in, the sales tax was only $981.22 instead of $2246.84. Therefore, they recouped the sales tax paid previously ($1,265.59) plus .03. We then applied the prior down payment of $500 that was on the 10/3/22 purchase to the 11/4/22 purchase. We do not have a return policy on the purchase of automobiles. Therefore, we believe we were more than fair since the transaction took place 30 days later. Per our records, we do not owe the customer any monies.