Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My wife and I purchased a Certified Preowned 2023 Hyundai Kona N from Bentley Hyundai and they showed us the Certified Preowned checklist being fully filled out and everything marked as satisfactory, yet we still do not have the second key which was promised, any paper manuals for the car, and no key to remove the roof rack rails. They also removed our copy of the checklist from our packet before giving it to us, and will not respond to emails or phone calls regarding the issues now.

  

  Business response

  12/09/2024

  We are requesting you to schedule an appointment to get the second key programed.  We have the key and waiting for your arrival.  Thank you 

  

  Business response

  12/10/2024

  Date Sent: 12/9/2024 4:50:22 PM
  We are requesting you to schedule an appointment to get the second key programed.  We have the key and waiting for your arrival.  Thank you 

  Customer response

  12/10/2024

   
  Complaint: 22661222
  
  I am rejecting this response because:

  I specifically made concessions during the purchase of the vehicle in the form of a $500 discount to get the cracked window repaired by someone local to my residence. I did this in order to avoid having to drive the 4 hour trip back to the dealership.

  I spoke to **** ****** on the phone yesterday.  He verified my address and said he would send the key to me to get it programmed locally. I am also asking that the dealer pay for the cost of getting the key programmed. I in good faith left the dealership being told they had verified the prior owner had the 2nd key and would drop it off. They either lied to me, or the previous owner lied to them. No matter, it was not the agreement made when I purchased the vehicle. 
  

  I was also told by **** that he would order keys for the roof rack and that he would obtain a set of manuals for the vehicle. Neither of these items are mentioned in this response.
  

  Yesterday I was provided a copy of the Certified Preowned vehicle checklist performed on the vehicle prior to my purchase. The only item marked as not passing was the cracked windshield.

   Sincerely,

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

  

  Business response

  12/20/2024

  Mr. ***** please satisfy this compliant once you have received items.  Thank you  

  Customer response

  12/31/2024

   
  Complaint: 22661222
  
  I am rejecting this response because:

  I have yet to receive the reimbursement for programming of the key for which I have provided the invoice.

  I was also just informed that it is going to cost an additional $500 over the windshield cost itself to get it replaced because the sensors have to be recalibrated. That would have been nice to know when I agreed to the $400 price reduction for getting the window replaced myself. Yet another item which I feel was deceptively neglected mention during the buying process. As a dealership, you must have known this was going to be necessary.

  When or if this gets resolved satisfactorily, it will by far be the worst car buying experience of my life. I have personally purchased over 20 vehicles in my lifetime. I even bought 2 from out of state via ******** Marketplace with less hassle.

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

• Initial Complaint

  11/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have asked this company to stop contacting me numerous times to no avail. I do not want to receive emails, tests, phone calls or **** mail. I had a bad experience with a purchase and I do not want them contacting me. Can you please intervene? I have tried my best.

  

  Business response

  11/13/2024

  We apologize you are experiencing this.  In order to take you off our phone and e mail list we will need the customer record on file. Would you please provide this information so we can complete your request.  Thank you 

  Customer response

  11/14/2024

   
  Complaint: 22544925
  
  I am rejecting this response because: My information has already been submitted. There is no excuse as to why they cannot immediately remove my contact information 
  
  Sincerely,
  
  ***** *******

  

  Business response

  11/21/2024

  Your phone number was cross referenced and located.  We have removed your customer file from our data base. 

• Initial Complaint

  10/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  March of 2023, I bought extended car warranty for my 2023 Hyundai ******. The first warranty covered the car bumper to bumper mechanical issues which is valid. The second warranty was to cover "tires, key and dent". On June 17, 2024, I went to ****** Hyundai to have a tire replaced due to a nail in the tire. I gave the warranty information to ***** and had the tire replaced and left the dealership to collect the payment form the warranty company. On August 21, 2024, I received a text message from ***** at ****** Hyundai, explaining to me that the claim was denied. I called the warranty company and inquired why was the claim denied. The warranty company explain to me that Bently Hyundai had 90 days to send in the warranty paperwork after purchased. However, Bently Hyundai never submitted to the paperwork to the warranty company and the warranty is not valid. I have been trying to get this matter taken care of since August 2024 and it has been to no avail. I have also been told that I owe over $300 dollars for the tire repair, which is due to their negligence. I have spoken with 4 different people at ****** Hyundai who keep promising me they will handled the matter. I need the BBB to help me get this situation handled because I have paid for a warranty that is not valid.

  

  Business response

  10/02/2024

  ****, Our apologies. We will get this taken care of today, consider this matter resolved.  We will submit your tire replacement to the warranty company which they will cover. Thank you 

  Customer response

  10/02/2024

   
  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.  

  However, I would like proof from the company, the warranty is now valid.

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

• Initial Complaint

  07/25/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Vehicle was purchased from dealership on 04/06/24. Registration paperwork was to be mailed to buyer and Georgia DMV (specifically ***********). At the time the buyer was living in ******* and was in the process of moving to *******. Paperwork was never received with no response from the dealership. Upon buyer finalizing move to ******* with new Alabama driver's license and residency, the dealership was visited in person and paper work for registration in ******* was provided. Car has since been registered in *******, however the lien company has not received the title from the dealership. We are now being threatened with repossession of the vehicle for failure to register, however that is not the case as the car is registered. All payments have been made by the buyer on time. Upon reaching out to the dealer again, they claim the vehicle must be registered in *******, however this is now impossible. They now continue to ignore us when threatened with legal action.

  

  Business response

  07/25/2024

  Hope to have the resolved at the earliest time. Thank you 

  Customer response

  07/26/2024

   
  Better Business Bureau:
  
  I have spoken to the dealership via phone call and email, they appear to be very cooperative regarding the current situation and are now working to resolve the issue.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged ****** for an oil change due to oil consumption issue. I also had to pay 937 for a catalytic converter failure. Hyundai Corporate and Bentley Hyundai knows the Theta II engine on my 2014 Hyundai ****** caused the failure of catalytic converter. I am a disabled veteran on a fixed income plus I have an extended warranty on vehicle. I went up to dealership on Feb 8 and was given an appointment to bring the car in on Feb 20, 2024 at 7:00 am. When I arrived a new service consultant told me he did not know what my appointment was for. I told him the previous consultant stated they would perform a test on engine to confirm engine failure. Advised camera photos of engine damage would be sent to my extended warranty company.On the feb20, 202, I think his name was **** advised me, the engine needed replacing and he would get the parts people to write up an invoice and send to **************** . He also stated he would contact me within 24 hours. This contact never happened. On Feb 22, 2024. I drove up to dealership and asked to speak with General Manager and told them I was recording the whole encounter. Someone named **** informed me he was the general manager. I advised him I spoke to someone else in December who stated they were the general manager. **** then proceeded to ask me to go to his office once he heard the ordeal I had been through. **** asked me to let him look into matter. He called later that day and informed me the technician would have to tear the engine down and I was responsible for the payment. I told **** on the phone and via email this was unacceptable. The car is eating oil and I have to constantly buy oil or pay for oil changes. Finally I am a disabled veteran and this has exasperated my conditions and I will be filing a report with BBB ,CFPB, local television stations to get this story out. ********** ******* is a military town and I am asking all active, retired, disable to never buy a Hyundai or do business with Bentley Hyundai.

  

  Business response

  02/26/2024

  Bentley Hyundai has followed Hyundai ***** of ******* oil consumption guidelines.  At this time Hyundai ***** of America has denied the good will claim.  This vehicle is currently outside of manufactures warranty due time and mileage.  Thank you    

  Customer response

  02/26/2024

  I was contacted again this morning by someone at the dealership. I think his name is ****. I informed him I was taking my vehicle somewhere else to get my extended warranty to cover the repair. He told me I had to talk to him regardless of my medical issue. I informed him I could not. The extended warranty company has all the paper work I have. **************** needs a declination letter stating no extended warranty coverage is available from Hyundai Corporation. I cannot mentally deal with them anymore and prefer to get repairs elsewhere.

  Customer response

  02/26/2024

   
  Complaint: 21346066
  
  I am rejecting this response because: I need the company to provide to me a declination letter from  Hyundai Corporate so I can proceed to have the extended warranty pay for issue. They refused and I will not step foot in their business. They do not answer phone calls or return messages. I do not feel safe to go there. I was told I would be sued if I recorded my interactions with whoever I was directed to speak with. I have already spoke with **** and wish the dealership would give me proof Hyundai corporate declined repair. I wish to have no contact with Bentley Hyundai employees
  
  Sincerely,
  
  *********************************

  

  Business response

  02/27/2024

  Bentley Hyundai service advisor e mailed the Hyundai Motor of ******* good will decline to you on December 27,2023.  This is all of the information we have to give.  This vehicle is not under manufactures warranty.  Unfortunately at this time there is nothing more we can provide.  Please consider this case closed. 

  Customer response

  02/27/2024

   
  Complaint: 21346066
  
  I am rejecting this response because the issue has not been resolved or handled properly
  
  Sincerely,
  
  *********************************

  Customer response

  02/27/2024

  The email Bentley Hyundai claimed they sent me in December was never received as they were sending to wrong email address. I have enclosed proof of email they had on file and I do not consider matter closed

  Customer response

  03/04/2024

  There is no decline letter according to the documents I have. 

  Customer response

  03/06/2024

  The case should not be closed they submitted an application for an engine cleaning good will. They never sent in a proper **. The so called good will for engine cleaning was sent to the wrong email address.which I provided.previously

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I&#**;m having such a problem with H32**36363338**323338H in **********, where I bought my car. I had a safety recall letter on a part of the brakes. So I called the company&#**;s employee named *******. I asked her if they could get this part for me and she said she didn&#**;t know how long it would take. This was before Christmas and I have had no luck. I&#**;m 83 years old and they didn&#**;t even offer me a loaner car. They didn&#**;t even do that. I have made my payments on time and should get better treatment than that.

  

  Business response

  01/23/2024

  ******************************, 

  Your compliant has been received by Bentley Hyundai Management and is being reviewed for immediate resolution.  Please expect a call from our management team to discuss this matter further.  Thank you.  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle with the car lot on 10/9/23. I was told in a couple of weeks I should get a call from my county clerks office to go in to register my vehicle. I contacted the business and my local county clerks office on 10/24/23.The county clerk had not received paperwork.I was told by the car lot that the paper work would be going out the 25th.I contacted the car lot on on October 30th to let them know that the paperwork was still not received by the clerk.On 11/14 I reached back out to the clerk and they still had not received any paperwork. The clerk did let me know that most car lots go ahead and pay the county tax when such issues arise as a courtesy to the customer. I reached out to the dealer and find out that my paperwork has been sent to the wrong county and am asked if I could do the leg work of the dealer and track down the paperwork and get it returned. Also when I asked if they could cover the county tax I was simply told we dont do that. I have continually got the run around and was even asked to do finances job.I feel like at the very least paperwork could be sent to the correct county for registering the vehicle and a check can be cut to include county taxes to resolve this matter.

  

  Business response

  11/18/2023

  ******, we will have all hands-on deck Monday for speedy resolution.  Thank you for your patience.  

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the leather seat stitching come apart on the driver's seat in one place on my Palisade. Bentley replaced the leather on that part of the seat under my warranty. The seat leather is now dimpled in more than one place on the side of the cushion and looks bad and causes concerns of future problems. The Service Manger called and said in the past they had used ***'s to make repairs of this nature but ***'s no longer does this work so they could not use a heat gun to smooth out the leather to make it look correct. I told him that the job is subpair and does not look good and also causes concerns of the seat getting ripped (which may not be cover under the warranty) because of the way it is dimpled or the stitching coming undone as it was in this case. He said that was ok because the car is under warranty and could be repaired again. I guess my time and the car not looking the way it should does not matter in his opinion. He told me that the car should get hot enough over the summer that the leather should mold to the seat. I ask him "So I have to wait until summer to see if the car gets hot enough to correct the job they did?" He said the car is under warranty so if the leather stitching came apart again they would fix it again (repeating the same unacceptable process again). I ask if he would give me a signed statement on the company letterhead to that affect, stating that the leather would look as it should by the period of time he stated and if the seat tore or the stitching came lose they would repair it. He said no he would not put anything in writing and repeated again that the car is under warranty. His unwillingness to put in writing what he says is very telling in my opinion. The job is of poor quality workmanship and the dealership's attitude is we do not care. Tough luck for you and we do not care how your car looks or the workmanship provided is not the correct answer. I want my car fixed and to look as it did before, only with the stitching fixed.

  

  Business response

  02/27/2023

  ********************, I would like to look at your seat myself to get this moving in the direction of 100% satisfaction.  I just tried to call the daytime number listed in this complaint but it reached voicemail.  I'm confident we will get you satisfied.  

  Thank you,

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

  General Manager 

• Initial Complaint

  01/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased a vehicle for my 16 year old daughter. Super easy sale for the salesman. Knew what I wanted, how much I was willing to pay, and had bank check to purchase. Had the salesman send me pics, videos, and inspection report. Bought the vehicle site unseen. All was good for the first week.5 days after purchasing the vehicle the battery died leaving my 16 year old daughter stranded. I was able to contact the sale rep who agreed to have the battery replaced. Their office was over an hour away from where she was and I told the rep if it was ok with them that I would purchase a battery and install it if they would reimburse me for it since we had only had the vehicle for 5 days. He agreed. I bought the battery ($250+), installed it, and sent him the receipts.Weeks go by. No response. No check. I contact the rep. *** response was that he submitted it to accounting. I asked for him to check up on it. He told me there was nothing he could do. More time goes by I follow up with him again. He tells me that accounting has the receipts. More time goes by. I follow up with him yet again. He quits responding to my messages. If you weren't going to pay for the battery why agree to do so. I have copies of all the text messages and conversation. Unless this is resolved I will steer everyone away from their dealership.Salesman: ************************* Cell Phone # ************

  

  Business response

  01/16/2023

  ****************, thank you for your patience on this matter we are happy to have resolved this. 

  General Manager 

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

  Customer response

  01/17/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from Bently Hyundai in Feb 2022. It was a 2022 Hyundai. ***** FE. It has ****** miles. *** car will not go into any gear but Park. I could not get the car to move. I was stranded Saturday night. Hyundai and the dealership sold me a defective car. I called the dealership on October 17 asking them to look at the car. ***y told me they were too busy. Now I am without a car and have to get another one to go to the doctor. I have several doctor's ************ this month being that I am 71 years old. Not having good transportation is a problem. I bought a new car wanting reliable transportation but I have a car I cannot drive and a dealer who does not honor the warranty when asked. I would like them to take the car back and refund my payments to date so that I can buy a car that is reliable.

  

  Business response

  11/21/2022

  Bentley Hyundai is working on this for rapid resolution.  Currently Hyundai road side assistance is brining the vehicle to our service department.  We have courtesy service loaner vehicles on hand to be sure no appointments are missed. We will provide mechanical updates at our earliest time.  Thank you  

  Customer response

  11/30/2022

   
  Complaint: 18443527
  
  I am rejecting this response because:
  The dealership did not answer. They gave a standard response
  Sincerely,
  
  ***************************

  

  Business response

  12/05/2022

  ***************************, it was a pleasure speaking with you this evening.  We will be sure to work together on the resolution for your 22 Santa Fe.  I have notified the service department that you would like to come and switch your loaner vehicle out.  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. ↩