Complaints

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

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  Gene Messer Hyundai

  4025 W Loop 289 Lubbock, TX 79407-3737

  
• 

  Gene Messer Hyundai

  PO Box 16305 Lubbock, TX 79490-6305

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:03/19/2025

  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.

  Vehicle had been at service department for over 3 months without explanation. Phone calls are never returned or addressed.

  Business Response

  Date: 03/19/2025

  Thank you for bringing this to my attention. I will get with our team and ensure they follow up with you. To provide an update, it looks like we have received approval from Hyundai as a Goodwill gesture to repair the paint issues that are currently outside of warranty. I will follow up with the body shop and make sure they are aware of this approval from Hyundai and authorize them to get started on the repairs. Once I speak with them and get a good estimate on a time frame, I will reach out to you and let you know what that looks like.

  Sincerely,

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

  General Manager

  Gene Messer Hyundai

• Initial Complaint

  Date:11/25/2024

  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.

  It started off with EPB light on then eventually all lights came on Company said they fixed my car when all the lights came on. I was unable to use my brakes nor my steering wheel. My car jerk pretty bad. My car wasnt drivable after having my car for a week my EPB light came right back on company then said it was my gears. Took my vehicle back after having it for two hours my EPB light came right back on. They then said it was my emergency parking break. Kept my vehicle for two weeks when I receive my vehicle back after two hours of driving my EPB light came back on. They told me not to engage my emergency parking break because it didnt work and that was after they fixed it Ive asked for several invoices. They are giving me the runaround now my whole dashboard is lit up with all the lights once again. My car is not drivable. I have warranty bumper-to-bumper ****** miles in electrical warranty for ****** miles.Ive been having this issue since September My vehicle health diagnostics on my app is showing 27 diagnostics since then

  Business Response

  Date: 12/09/2024

  Thank you for bringing this to our attention. We are pleased that we were able to get the vehicle back into the service department for further diagnosis. After reviewing the notes, it appears that we have traced the issue to a faulty *** Module. The part is currently on order with an ETA of mid- to late- January. As soon as the part comes in, we will replace the *** Module and re-test the vehicle to make sure this has fixed all the problems you are experiencing.

  Thank you,

  ******* ******, Gene Messer Hyundai

• Initial Complaint

  Date:05/01/2024

  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.

  September 21, 2023 took car in for oil change and inspection. Dealership recommended several things to be done as maintenance. December 6, 2023 Borrowed money to have maintenance done December 8, 2023 Called and reported to dealership a problem we did not have before maintenance was done. MPG before maintenance was over 55 mpg and up. After it was 32 to 45 mpg and car made a dinging noise and it would reset without us doing that.February 15, 2024 returned car to dealership for them to figure out what was wrong they did OEM on car. But no change March 21, 2024 took car in again with same problem. They did ***** adaptive values reset, Test drove car said ok. On way home car started out ok but went back down on mpg and still had dinging noise.March 27, 2024 Still no improvement on mpg and dinging noise April 8,2024 Notified dealership car was making dinging noise and no improvement on mpg. Dealership drove car again. They cannot figure out what they did to mess my car up. I have all paperwork to back up this report

  Business Response

  Date: 05/03/2024

  Thank you for the feedback. When this issue was brought to our attention by the customer, we had them come back in so we could check the vehicle out and see what was going on. We did reset the adaptive values and test drive the vehicle. On that test drive, the technician was able to get around 55mpg. The customer took the vehicle, and called back stating the fuel mileage was still too low. They brought the vehicle back to us again, and this time we test drove the vehicle with the customer in the vehicle. The "dinging" noise they said was similar to the "ding" when you left a seatbelt unbuckled. This was not observed on the test drive with dealership personnel. The fuel economy, driving both on the highway and off the highway, was over 60mpg combined. 

  We have had two people form the dealership drive this vehicle, looking for the specific complaint of reduced fuel economy, and during both drives, the fuel economy that was observed was in line or even a little bit better than the *** specifications.

  Here are two articles on what can affect fuel economy in a hybrid:

            www.dependablecarcare.com/blog/reasons-behind-hybrid-cars-poor-fuel-economy-in-winter/

            www.fueleconomy.gov/feg/factors.shtml

   

  Customer Answer

  Date: 05/13/2024

  I am rejecting this response because:  Our car would not change the minute we got our car back. We notified the dealership of the changes and  they said nothing they could cause the problem. Someone did something wrong and they can't figure it out. Wehn the manager of the dealership drove the car with us. it ran fine. But we didn't even  get a block away and the car started dinging we called immediately and notified the dealership problem was not fixed.       We have spent money and time taking it back to this dealership.  The computer in the car was viewed and it shows oil changes etc was done on time and we do not abuse our car by fast stops and take offs. We drive the speed limit at all times. I have all paperwork from the time we bought our car. We have talked to another car repair person and were advised it was probably the computer.  We worry every time we have to use our car for fear it will die on us. I can provide any paperwork or information if needed.

  Thank you, 
  ***********************

  Business Response

  Date: 05/13/2024

  Thank you for reaching back out to us. 

  All we can do is what we can do. When the vehicle is in our possession, we will drive the vehicle and get perfect fuel economy with no dinging noises. When you take possession of the vehicle, you will drive it and not get the fuel economy that you want and there is a dinging noise that is present - almost every time from what it sounds like. If there were an issue with the vehicle, it would present itself when the vehicle is driven regardless of who is doing the driving.

  I would recommend calling Hyundai Consumer Affairs at ************ to see if there are any steps they would like to take that we have not taken already.

  Sincerely,

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

  General Manager

  Gene Messer Hyundai

• Initial Complaint

  Date:02/06/2024

  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.

  Our 2016 Hyundai Sonata broke down in ** on Aug 11, 2023. It was towed to Gene Messer Hyundai in Lubbock. The engine needed to be replaced under a manufacturers an extended warranty for our year, make, and model. The workmanship was substandard Gene ************************ work, including leaving grease on the car door and leaving the engine cover in the trunk of the car when I picked it up, but that is not the issue at hand. On Oct. 2rd of 2023, in CA the car died again. At normal freeway speeds the car was fine but when we stopped it wouldn't restart. We were towed to the Midas shop in ******* arriving late at night. We had no choice but to leave the car in their yard for the night. The night that a large rock was thrown through the driver's side window, going all the way across the car and damaging the arm rest on the passenger door. $250 got us a new window installed. When the Midas mechanics checked the engine they found that the high pressure fuel pump had been reinstalled on the new engine using the wrong bolts. One bolt had broken and the remaining bolt was not adequately holding the pump to the engine, thus causing the engine to quit. Had the engine not quit when it did, the remaining bolt would have broken releasing fuel all over the hot engine and possibly killing my wife and myself. I have communicated with Gene ********************** for months now and they have refused to cover our. out-of-pocket expenses we incurred because of their poor workmanship. They eventually did pay for the faulty brakes they installed while the car was with them. ***************************** is the name of the Service Manager and is the one with whom I have communicated. I will send receipts for the $2,852.26 which I am claiming. I don't have the receipt for the window. Not include - compensation for the two days lost in ******* or the life endangerment for my wife and myself. I believe those should also be considered.Note *****' comments on cause of engine failure on page 2 of 3.

  Business Response

  Date: 02/22/2024

  We have spoken with this customer several times about the issue he is bringing up. We even had Hyundai Motor America investigate the claim, check our documentation of the repair, check our pictures that we have to submit after the repair, and check the videos we take before the repair, and reviewed all of the same documents the customer provided here. After HMA's full investigation, they found we did nothing wrong, closed the consumer affairs case, and directed the consumer back to us and the BBB if they wished to take any further action. At this time, after that extensive investigation process, I do not feel like this is a justified claim against our business. I will issue a generic response stating that after working with the customer on several different levels, we apologize that we are unable to meet their expectations.

  Business Response

  Date: 02/22/2024

  We're sorry that after further attempts to resolve your concerns, including completing the investigation initiated by you with Hyundai Motor America, that we were unable to meet your expectations. If there is ever anything we can do for you in the future, we hope youll give us the opportunity to earn your business back. 

  Customer Answer

  Date: 02/26/2024

  I am rejecting this response because:   Gene Messer Hyundai of Lubbock TX, has stonewalled my communications and ignored the evidence of significant damage to our car that their poor and sloppy service did to our car.  We were left stranded in the ******* ********** for, having paid $684 in towing, $191 for two nights of motel bills, a $1068 in parts, and $590 in labor, to rectify damage done to the high pressure fuel pump.  The damage was done because Gene ********************** put the pump on using incorrect bolts.  One bolt broke off and the other was about to go when the car stopped running.  

  When I brought this to Gene **********************, they ignored me day after day, week after week.  After persisting for a couple of months, they eventually paid me $350 for a set of brakes they had installed that didn't even last 500 miles.  All of the more major concerns were ignored.  I am left with a bill of well over $2,602 because of Gene ********************** carelessness, poor workmanship, and their subsequent refusal to take responsibility for their poor workmanship.  

  Gene ********************** ****************** should be avoided at all costs.  

   

   

  Business Response

  Date: 03/06/2024

  Mr. Dangers,

  I will reimburse you for some, but not all, of the expense you incurred. What address would you like me to mail a check in the amount of $1,500 to? Once I receive the address, I will have the check mailed within 1 week.

  Thank you,

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

  General Manager

  Gene Messer Hyundai

• Initial Complaint

  Date:11/09/2023

  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.

  Gene Messer Hyundai. We initially brought my car in mid March 2023 for the motor recall with Hyundai. The dealership still has my car and it still is not fixed. they are trying to say ECU ..starter and now wiring harness needs to be fixed and they still don't know if it will fix the car. They have closed the warranty claim and are now holding my car hostage for some ****** charge that they can't even tell us what it's for. I have no car andi can't even take it to another mechanic. We took it in for a motor recall that was it. The mechanic that had it before Hyundai got it, said it was the motor recall and everything else on the car looked perfectly fine. Paid 0 but they are asking for ******

  Business Response

  Date: 11/14/2023

  Thank you for the information about your experience.

  I spoke with the ****************** and the $800 charge for the *** has been taken care of at this time. Your vehicle is ready for you to pick up at your convenience. However, it is important to note that your vehicle will not run properly at this time. The engine has been replaced under the engine recall campaign, but we do still recommend the replacement of the wire harness. Per Hyundai Tech Line, the aftermarket part (remote start) that was wired directly into this wire harness is causing the issue that is keeping your vehicle form operating as designed. The reason this was declined under Hyundai's amazing warranty is because an aftermarket component was wired directly into system which voids the manufacturers warranty on that particular component.

  Let me know if you have any additional questions.

  Sincerely,

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

  Customer Answer

  Date: 11/14/2023

  I am rejecting this response because:   it has nothing to do with the wiring harness. My mechanic said he's seen so many cars with the recall having this same issue. Replacing all these parts that make no difference.Have y'all tried to reprogram the computer? Y'all have had my car for almost 10 months . When y'all got my car it would at least start. Now it's just a paper weight 

• Initial Complaint

  Date:10/18/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/28/23 I bought a 2021 jeep compass from them. I was leaving the parking lot from just purchasing the vehicle. When I noticed a horrible noise. I drove maybe a couple miles down the highway and decided something was wrong so I went back to the dealership and had the service department look at it. They told me it was just a wheel bearing and to bring it back on Monday. So I took it back to them on Monday and they did give me a car to drive. After a couple of days I called to check on my jeep and know one could seem to tell me anything. Finally almost 2 weeks I finally got the secretary in service to tell me, that oh yeah it's the one with transmission issues. I was like what no ma'ma they said it was just a wheel bearing. So she got the service Manger and he proceeded to tell me to replace the wheel bearing they had to buy a new transmission because you couldn't purpose them separately... WHAT! ok so I know that's not true. I told him no I'm not taking that vehicle, that I hadn't even got of the parking lot and it already was broke down. So the sales manager told me to pick out another car and they would let me trade it out. So I pick out another car the same price as my jeep because I wanted my payments to stay the same. After they got all the paperwork done, they said that the bank messed up and my interest rate was going up to 16% and my payments would be $100 more. So basically what I found out they traded my jeep for this new vehicle and added the trade in balance of the jeep and now my 2021 *** ended up financing ******. I did not trade in a car I gave them $500 down so I would not have negative equity on my knew car. So when I went to refinance it due to the bank supposedly raising my interest rate I found out that I am $10,000 in the hole. So to refinance I have to have a $10,000 down payment. I also found out they didn't even pay my jeep off and I still owe money on that vehicle also. So I am showing 2 car loans. They refuse to resolve

  Customer Answer

  Date: 10/20/2023

  I meet with the General Manger today, and he address and resolved all of my concerns.  Everything has been resolved!

• Initial Complaint

  Date:11/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle is still at the dealership after 8 weeks still waiting a diagnosis. I had no problems with the engine in this car prior to all of this: 1) Took to the dealership for a recall campaign. Service was performed and car given back to me 2) 4 days later the car went into limp home mode with the knock sensor code P1326. I immediately returned it to the dealer. They kept it for a month, did nothing the entire time. The service advisor kept promising to get it done and finally in the 4th week after a private chat with the service manager, they had it done that week, but I had to go in and find out because they will NEVER call me. All they did they said was check the bearing clearance again, said it passed, reset the code and gave it back to me. 3) A few days later it happened again. I was able to clear that code myself as the engine was running fine. Happened 2 more times after that. I chose to clear that code myself with a common code scanner because I could not have a repeat of what had just happened and have them keep it a whole month again. The engine continued to run fine. I have been an ASE certified auto technician in the past. I do know what I am doing there. 4) Then 8 weeks ago it happened again and this time I was not able to reset it and had to return it to the dealer again. Now it has been at the dealer for 8 weeks as of 11/05/2022 They still have not diagnosed or even looked at the car! I've been told plenty of things during all of this time, none of them were a definite time WHEN the car would be diagnosed. Not once have they ever called me with an update. I have to drive a 70 mile round trip to the dealer just to get information. It's impossible to get them on the phone in service dept. I've never been offered a loaner car and been told there aren't any. I feel like I'm being held captive because this is recall/warranty work and the nearest dealer is 150 miles away. I want my car diagnosed and fixed ASAP and frequent updates about it.

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 6, 2022/11/16) */ Thank you for the feedback and thank you for taking the time to visit with me about your experience. I am happy that we were able to get your vehicle back to you quickly after it was brought to my attention that there was an issue. If we can do anything for you in the future, please do not hesitate to reach out to me. Consumer Response /* (2000, 8, 2022/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) After the General Manager getting involved my car was quickly diagnosed and repaired within 36 hours after having waited that 8 weeks. Sad it had to come to that but it seems to be running well so far and I am happy about that. They did comp the oil change I also had on the ticket, I assume because of the delay.

• Initial Complaint

  Date:10/25/2022

  Type:Billing 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.

  Bought the car on 9/3/2022 for $5798 with 180,155 miles on it. My friend *** was there with me when I looked at the car. He wrote the following. Gene Messer Hyundai stated to me: 1) That the Hyundai Elantra's water pump had been replaced 2) That two new tires would be placed on the Elantra after being sold 3) That the cracked windshield would be replaced after being sold They stated that the car windshield would be replaced on a certain date; the windshield was not replaced and we received more vague reasons why it had not been. When ******* was at work, the car stalled while her daughter was driving it. It had suffered a mechanical failure and had come to a complete stop on the freeway exit, a. A school teacher from their school stopped and helped them restart the car and followed them home. I arrived at *******'s house. The teacher told me that there was no coolant in the radiator or reservoir and that she had checked the oil dipstick and it was dry; the teacher told me that the radiator cap was not on the radiator when she opened the car's hood. I observed that there was no radiator cap, that there was no coolant in the radiator or the reservoir. I checked the oil dipstick twice and both times there was no oil on the dipstick. I immediately went to the auto store and purchased the amount and type of coolant and oil per the attendant's instructions. I refilled the coolant and oil. I went to Take Five and had the coolant system flushed and refilled, had oil filter and oil changed. They flushed out lots of crud with coolant flush/vacumn. Car was still running hot. We returned it to Gene Meser, Mike said the radiator cap being off and the oil plug not being put back was "on us" ( meaning GeneMesser) They replaced the spark plugs. Now car hard to start, running hot, AC not working, thermostat replaced by mobile mechanic. Now sits at Christian brothers until next step. All mechanics say irrevesibledamage was done to engine because radiator cap off

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 6, 2022/11/04) */ Contact Name and Title: ******* ****** Contact Phone: XXXXXXXXXX Contact Email: *******@genemesser.com I can confirm that the vehicle was purchased from us at the beginning of September. I would first like to address the windshield. We informed the customer that the glass was on back-order and we would let them know when it was going to arrive. We sent no less than two messages to the customer letting them know when the glass would be in, and the customer told us when to schedule their appointment to have the windshield installed. We scheduled the appointment for them, and sent an additional message with the address of the glass company to have the windshield installed. Next, I would like to address the radiator cap, coolant levels and oil levels. Before I do, I would like to note that there is no way that a vehicle can run for three weeks without oil or coolant. It *might* make it 5 minutes before catastrophic failure occurs. It left our dealership in the first few days of September. The customer has stated that the vehicle died, was restarted, fluids topped off because there were no fluids, and driven to a different repair facility. I checked the CarFax and the coolant service / oil change was performed 3 weeks after the customer took delivery of the vehicle. After this service was performed, the customer called us to tell us that their vehicle was overheating and running rough. They brought it to us, and we immediately noticed that the radiator cap was missing upon inspection, and provided a radiator cap free of charge to the customer. The only reason I can see in the vehicle history to remove the radiator cap was when the coolant was flushed at a different repair facility. We provided a radiator cap to the customer and checked the coolant levels to make sure everything was good. Now the vehicle is at a third repair facility, and the customer has stated that it needs to be repaired due to damage caused when the vehicle overheated. I called the third repair facility to inquire about the vehicle and they are in agreement with us that the issue is stemming from the coolant flush that took place at Take 5 Oil Change as the vehicle did not overheat until the coolant was flushed at Take 5 Oil Change. I would address this issue with them. Consumer Response /* (3000, 8, 2022/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regarding the reply from Gene Messer Hyundai: The front windshield has not been replaced; the last time the car was in the shop at GM Hyundai, **** (Service Manager), informed us that the car would be taken by GM Hundai to the glass installer. Upon picking up the car, no windshield had been installed, despite assurance that it would be handled by GM Hyundai. Regarding the missing radiator cap, there are multiple witnesses who are willing to verify that the radiator cap was in fact missing when the vehicle died. At the time of the break down, the radiator and coolant reservoir were completely dry, the oil dipstick showed no oil. After the coolant and oil were refilled, the car was taken to Take 5. There are, again, multiple witnesses who can attest that Take 5 DID securely install the radiator cap after having flushed the coolant system, changed oil filter and having changed the car's oil. Trying to place blame on Take 5, who went out of their way to help is a reach. Regarding the reported conversation between GM Hyundai and Christian Brothers Automotive, I have spoken directly to the repair technician who worked on the Hyundai; the technician states unequivocally that at no time did he have ANY conversation with anyone from GM Hyundai regarding the car. The Christian Brother's technician states that at no time did he ever state or agree that "the issue is stemming from the coolant flush that took place at Take 5 Oil Change." Again, the technician denies that he had any conversation with GM Hyundai. Furthermore, **** (GM Hyundai service manager) stated that "that's on us" regarding the absence of coolant and oil, and that the radiator cap was missing during the initial car break down three weeks after purchase. Three different automotive technicians have told us that a new engine is needed for the Hyundai. Regarding the statement, "they are in agreement with us that the issue is stemming from the coolant flush that took place at Take 5 Oil Change." We have a technician who states that there was extensive engine damage which proceeded the break down and that GM Hyundai should have noticed that condition upon any inspection of the car prior to being sold." Again, the damage is so extensive that we are being told that this car was damaged way before purchase, that the car needs a new engine and it broke down 3 weeks after purchase. When the hood was popped, the radiator cap was not on the radiator and the oil cap was missing causing additional damage.

• Initial Complaint

  Date:10/13/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a 78 year old widow who had my Genesis G80 towed to Gene Messer Hyundai in Lubbock on December 9, 2021 because the lane assist light came on and my car would not steer. I thought the factory warranty was still in effect ( milage approx. 35,000) but was told it had just expired 3 months earlier. I had purchased an extended warranty when i bought the car and provided them that information. The dealership management refused to provide me with a loaner car because I had not purchased the car from them. During these months I have spent over $3000 in car rentals, uber rides, & insurance as well as borrowing cars and rides from friends. WHAT A NIGHTMARE! It has now been over 9 MONTHS that my car has been in their shop. I have a print out for $4000 in repairs to be billed to extended warranty. Now the service department says my car needs a second wiring harness for $3900 and the warranty will not cover it unless the factory failure can be proven. The dealership WILL NOT AGREE that if i spend this much money, it will actually fix the car. The service manager admitted to my daughter ( who lives in Houston) & I both that working on my car has been a "GUESSING GAME". Recently I met with the general manager who offered a low ball figure of $20,000 to buy my car. He later called back to offer $22,000, saying he couldn't do more than that or he wouldn't make a PROFIT. Making a profit when you can't fix my car??? He finally offered $23,000 when I asked for a minimum of $24,000 upon advice from a family friend who is in the auto business in another city. I had an offer from an online car buying service for $26,000 (in good running condition). Obviously, they intended to sell it for much more. The NADA for this VIN is $35,525. No one that I have spoken to has ever heard of a car being in the shop for 9 months and still not fully repaired. Most, recommended i take legal action. I just expect a fair price for this CUSTOMER SERVICE DISASTER!

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 7, 2022/10/24) */ Thank you for reaching out via the BBB to file this complaint. I would like to start by stating that this is an unusual circumstance that has reached an unfortunate ending. The vehicle was towed to us as described in the original complaint with several issues. It wasn't just the Lane Keep Assist that was sending an error code - there were several systems that were sending error messages. Through diagnosing the vehicle, with the help of Genesis Engineers via Techline, we pulled and individually tested each and every module that was sending a code. Each and every one of those modules showed they operated as designed when they received the proper power. This points to the issue being the wiring harnesses that are in the vehicle - one in the engine compartment and one that runs through the main cabin of the vehicle. We attempted to get this repair covered by Genesis, but as was stated in the original complaint, the vehicle was out of manufacturer warranty coverage. The customer did purchase an extended coverage on the vehicle at the time of purchase from Pollard. We reached out to the company that underwrites the Vehicle Service Contract (VSC) and were told that this was not a covered part. We informed the customer of our discussion with the VSC Company. The customer then reached out to Pollard, and within 24 hours the engine harness that was needed was approved by the VSC Company. They declined the main body harness. Upon completion of the engine harness, several of the modules started to operate as designed. There were still issues with other modules related to the other harness that needs to be replaced. The VSC Company and the customer have both declined in paying for the additional repair - around $4000 as stated by the customer. The customer has stated that a desired resolution would be to receive a fair offer for their vehicle. The customer also stated that an online car buying agency she shopped with would be willing to pay $26,000 for the vehicle if it were in good, running condition. My offer of $23,000 (which was later raised to $23,500), plus the cost of repairing the vehicle would be the equivalent of a $27,500 offer for the customers vehicle if it were in good, running condition. My offer to purchase and the price that was presented was more than fair. ******* ****** Consumer Response /* (3000, 14, 2022/12/13) */ In response to the answer to my complaint by Gene Messer Hyundai, they failed to state that I asked them to GUARANTEE that if I spent the approximately $4000 for a second wiring harness, that my car would be fixed. They could not give me that guarantee so why would I spend that money? It has now been OVER A YEAR since my car was towed into their shop. I have heard nothing from them since the last low ball offer to purchase the car for $23,500. I asked for a minimum of $24,000. This does not even actually compensate me for being without a car for so long, paying for Uber rides, car rentals and insurance on the vehicle as well as the fact that it is now a year older model. When I bought the car it was highly rated by Consumer Report. Now I have been told by those in the industry that Genesis has problems with their electrical systems. When I bought that car I certainly did not expect to have to replace it 2 years later with low mileage. Gene Messer's manager has stated that he has to make a profit on the car if he purchases it from me. What kind of customer service is that after all I have been through? In our last conversation in October, I asked for $24,000 and I would bring him the extra key and title. Business Response /* (4000, 16, 2022/12/21) */ I am sorry that after several attempts to resolve your concerns we were unable to do so. I do wish that we had been able to reach a solution in September as vehicle values have dropped significantly since then - roughly $4,500 on the Genesis - and continue to decline. The repair that was approved by the Vehicle Service Contract Company has been completed, and they have paid the bill minus the $100 deductible, but I will take care of the deductible so you don't have to worry about that. If you would like me to arrange a tow of the vehicle to your house I am happy to do so, and I will cover the cost. If this is something that you'd rather arrange please let me know. Sincerely, ******* ****** General Manager Gene Messer Hyundai

  Customer Answer

  Date: 02/16/2023

  Several weeks ago I reached out to the dealership who sold me the Genesis and the extended warranty. They were very sympathetic to my situation and indicated that they might have their service department look at my car but would need to contact Gene Messer Hyundai first. In follow up with that dealership, they indicated they had made several calls to Gene Messer Hyundai regarding the Genesis and no one will return their calls.