Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a certified used vechile from Jenkins *** of ************* within 2 months my car began to overheat. On 12/21/24 my car was towed to the Jenkins *** of *************. After a few hours Jenkins *** had my car towed to Jenkins Hyundai of Ocala. On 12/24/2024 I called and was told that my car was not at their dealership. After about an hour it was located. The dealership stated they were unaware my car was there. However, a service adviser had my car keys. On 12/28/24 I spoke to ****** and was told that my car needed a new catalytic converter and exhaust system. ****** stated it was covered under warranty and that the parts had been ordered. ****** said the parts would arrive on 12/30/24 and I should have my car back within a couple of days. I called today 01/02/25 and was told that no parts had been order so no repair service was completed. ******, the service manager, could not give an explanation besides it was a communication mistake. Additionally, I would like to add that as a woman I find the male staff at this dealership to be condescending. I do not appreciate having a man wag his finger in my face nor being called dear.

  Business response

  01/03/2025

  Jenkins Hyundai of Ocala has all of the parts ordered. Ms. ***** was told yesterday that 2 of the 3 parts were here at the dealership. Jenkins Hyundai of Ocala is just awaiting the final part to come in and the vehicle will be worked on. Customer was also offered a rental car at no cost for the time she would be out of her personal vehicle. 

  Customer response

  01/03/2025

   
  Complaint: 22758341
  
  I am rejecting this response because: the dealership has failed to keep me updated on the status of my car repair. When I initially spoke to the dealership on 12/24/24 I was told I would have to pay for a rental. They only offered me a rental on 01/02/204 after I complained about not having a car for two weeks. At this time there is no clear date for when the service to my vehicle will be complete.
  
  Sincerely,
  
  ***** *****

  Business response

  01/03/2025

  Jenkins Hyundai of Ocala has to follow a process and a diagnosis with the vehicle before anything can be approved and/or declined. A vehicle was offered to the customer at the time the car was brought in, at that time they which declined to take the vehicle. Jenkins Hyundai of Ocala is doing everything in their power to get the customer back into their vehicle in a timely manner. 

  Customer response

  01/06/2025

   
  Complaint: 22758341
  
  I am rejecting this response because: Their response is a lie. ******, a service manager, and ******, a service manager, both told me on 12/24/2024 that I could not get a loaner car from their lot and that if I needed a vehicle I could go to Enterprise and rent one. At this moment there is still not estimated date that my car will be serviced and returned to me. 
  
  Sincerely,
  
  ***** *****

  Business response

  01/06/2025

  Jenkins Hyundai of Ocala received the car around Christmas. A vehicle was offered as transportation in the meantime. Jenkins Hyundai ordered the parts within a day of finding the concern with the vehicle. Everything has been done in the quickest and most efficient manner that Jenkins Hyundai of Ocala can manage. We cannot get parts here any faster than the manufacturer produces the parts and ships them to us. 

  Customer response

  01/06/2025

   
  Complaint: 22758341
  
  I am rejecting this response because: Once again your statement is inaccurate. I have a tow receipt that states my car was towed to your dealership on 12/21/2024. I did not receive any communication on diagnostics until 12/27/2024. Which is when ****** stated the parts had been ordered and should be in on Monday 12/30/2024. On 01/03/2024 I called because I still had not heard anything from the dealership. ****** then stated they were waiting on a part and still did not have a date of when service will be completed. I was only offer a car on 1/3/2024 but on 12/24/2024 when I went to the dealership I was refused a rental car unless I wanted to pay for it. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We towed my car to Jenkins Hyundai for a second opinion. When Jenkins checked it, and the battery would not hold a charge. We bought a new battery, and it ran great for 2 months they found no other issues. Then on April 5th the car had same issues, I had it towed back to Jenkins. At the time, they had it for over a week before they gave me a diagnosis. I had been told that there was a recall on the motor and ask if that was the problem. They said no it was not the problem it was the brake actuator (IABU) $3471.31 and it was rare. We tried to get help from Hyundai Corp and waited for 2 months before we got an answer. We were told no it is not under warranty, so we finally agreed to fix it. I received a call on July 3rd that my car was fixed and ready for pick up. When I picked up the car my repairs showed not only did they fix the ****, but the battery died again. After paying for the repair $3471.31, I left to head home and halfway home the car had the same issues again. I had it towed back the same day to Jenkins. Your team again did not give us any update, nor did I give consent to do anything to my car. A week later I received a call that my car was fixed. After picking up my car I found that you changed out a sensor and somehow it was covered under warranty. So, I went to picked up my car again.I drove it about 20 miles and as I was headed to work the same issue occurred and I had to have it towed back to Hyundai. After a week your team reached out and said that it was the motor, and they had to replace it under a recall (which I asked about originally). After 3 weeks I stopped in with no update to check on my car and was told that they had to also replace the catalytic converter which would be under warranty as well. After a total of a month and a half the car was finally ready again.

  Business response

  11/14/2024

  Per diagnosis the **** was needed from the codes that were pulled at Jenkins Hyundai of Ocala. This is not something that would be covered under the warranty. Jenkins Hyundai will not perform work on any vehicle unless codes are pulled from the diagnostics done on vehicle. This vehicle had a few codes that were pulled, which included **** as one that was not working correctly. The vehicle did not code for engine when it was here originally but did when it came back. The **** would have to be replaced during all of this as it was pulled with the coding in the diagnostics. 

  Customer response

  11/22/2024

   
  Complaint: 22515668
  
  I am rejecting this response because:

   

   

  To whom it may concern:
  This complaint was not submitted because the **** was not covered under warranty. I submitted this complaint because I brought my car in to get my car repaired. However, the repair done on the **** was not the problem and it took an additional 2 tows back to your shop before the computer diagnosed the motor and fixed the problem. I understand that the computer can give codes on what may need to be repaired but just like a human, computers are not always right! I did not get the repair done with Parks Hyundai as their diagnostics said the problem was a control unit and oil pump for $5K. This repair never even came up in your system as needing to be done through diagnostics! I feel that because the **** did not fix problem my car was having, I should not have to pay for it and should get a refund it was misdiagnosed! My car was towed back the same day it was picked up for the repair to the ***** I did not even make halfway home. The repair done was not needed and should have been refunded the day I towed my car back.
  
  Sincerely,
  
  ***** ********

  Business response

  11/25/2024

  Per diagnosis the **** was needed from the codes that were pulled at Jenkins Hyundai of Ocala. Included above are the repair orders included for repairs done. Warranty would not cover this work that needed to be performed. Jenkins Hyundai will not perform work on any vehicle unless codes are pulled from the diagnostics done on vehicle and signed off on work needing to be done. This vehicle had a few codes that were pulled, which included **** as one that was not working correctly. The vehicle did not code for engine when it was here originally but did when it came back. The **** would have to be replaced during all of this as it was pulled with the coding in the diagnostics. 

  Customer response

  12/02/2024

   
  Complaint: 22515668
  
  I am rejecting this response because:

   

  After reading your response I do not think you even read mine.What happen to the compassion, courtesy, and not just customer service but the customer experience? And the company being willing to make it right? I have been a longtime loyal customer to ********************** and believe that depending on this outcome, I may be changing my loyalty to a company that cares about their customers. I tried to go through the ******************** to see if you would do right by me as a longtime loyal customer, but I guess I will have to escalate this to your corporate office.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Defective paint warranty not being honored.

  Business response

  11/14/2024

  Jenkins Hyundai of Ocala handles the paint issues normally. Jenkins Hyundai of Ocala is more than welcome to take pictures to have this submitted for the warranty paint work. Hyundai Corporate makes the decision on what portion of the paint that will be covered by them. Jenkins Hyundai of Ocala has no decision making in the amount of the warranty that they cover.  

  Customer response

  11/14/2024

   
  Complaint: 22500857
  
  I am rejecting this response because: I spoke with Corporate yesterday and they told me The Dealer issues coverage amount submitted to them for approval. Someone is lying to me.
  
  Sincerely,
  
  ********** *******

  Business response

  11/20/2024

  Jenkins Hyundai of Ocala (Dealership) does not set the amount that is covered through the warranty. Included are some attachments from Hyundai Corporate showing the percentage that would be covered. Jenkins Hyundai of Ocala has no power in deciding what is covered and what is not. 

  Customer response

  11/20/2024

   
  Complaint: 22500857
  
  I am rejecting this response because: This paint issue is a factory defect! Why would I have to pay to fix it?! I believe this a bad business dealing. I believe Jenkins who sold me the car already aware of the defective paint before I bought it, should be held responsible to cover the other 35%. It makes no sense to charge their customer to fix this problem. Just bad business. They offered to fix it if I bought another car from them first. Basically blackmail if you ask me. 
  
  Sincerely,
  
  ********** *******

  Business response

  11/20/2024

  Jenkins Hyundai of Ocala does not set the parameters of what will be covered for the paint warranty. The dealership also does not know that paint from the manufacturer will go bad or peel. The dealerships is not liable and that is why Hyundai corporate will set a specific percentage they will cover, and the owner of the vehicle is responsible for the remainder. This is the protocol for any and all paint warranty claims that are submitted by Jenkins Hyundai of Ocala to Hyundai Corporate. 

• Initial Complaint

  09/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My vehicle was towed there over two months ago . I have been asking for over a month where to send what they asked for. I receive no reply. The brand new engine they put in , in 2021 has already gone bad . They are simply ignoring me and keeping my car .

  Business response

  09/23/2024

  Please reach out to the Jenkins Hyundai of Ocala. ******************* or at ***************************************** and speak with our Customer Relations Manager. He will be able to assist in getting this taken care of in a timely manner. 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hyundai has a known issue due to faulty engine oil consumption, bad rods and rings on certain Hyundai models. I did an oil consumption test which ended in me paying $43 dollars and driving my car ***** miles and finding out that my car consumed all the oil out of the engine in 2 1/2 weeks. They want me to pay out of pocket for another oil consumption test and then an expensive $600-$700 engine clean which is non-refundable. I refuse to lose my hardworking money when this issue is their fault. I will sue Hyundai or whoever else I need to if anything should happen to me or my 2 daughters while Im on the road. They wouldnt repaint my entire car which I had to pay $584 dollars for a piece by piece for repaint and now Im experiencing peeling paint in other areas on my car. They disconnected a connector that runs from drivers door to the body of the car which resulted in my BSD light coming on, my doors not locking or unlocking and my windows to not go up and down and my airbag light to come on this was all done when I sent it in for a repaint job. 2 weeks ago a mechanic reconnected it for me and told me that someone had to deliberately disconnect that harness because it doesnt come undone but Hyundai wanted to charge me $600 for diagnosing it to be a bad module in the drivers side mirror when it was the fault of Hyundai who disconnected it in the first place.

  Business response

  08/09/2024

  Jenkins Hyundai of Ocala has preformed all tasks required to fix what was wrong with the vehicle at the times it came in. Jenkins Hyundai of Ocala is willing to help but has to follow due process in getting to the core of what the problem may be with the vehicle. Dealership is more than willing to get the vehicle in to take a deeper dive to get to the root of the problem. Hyundai Motor America declined the work to be done and should be a point of contact for approval to be done. 

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car on July 4th. I explained that I needed it registered in ******* since that is my primary place of residence. They said not a problem. I provided insurance cards for the new car and utility bills with the address in ******* as proof I live there.On July 19th I was contacted by the dealership saying they needed my social security card. That the state was requiring it before registration of the car. No explanations and I see nothing from the state with the ask.also two additional pieces of address proof.I am afraid this is a scam and do not want to present my social security. I own property in *******, pay taxes in ******* and all of my cars are registered in ********The car is paid in full and there was thousands of dollars collected for Indiana taxes and registration.

  Business response

  07/22/2024

  Jenkins Hyundai of Ocala is requiring this through the state of *******, who has requested this information be on file. The state of Indiana is requiring this information be present on the purchase of the vehicle. This is not something that the dealership itself has in place but a requirement of the state of Indiana. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******************* Continue to lie to the customer...bought a 2019 car from them with in a month the transmission went was told they fix it but need to do different diagnostic..never call with updates never started the process but you on hold never come back on the line.. was told to come get a rental then the next day ohh we don't have any ..then told to go to enterprise they pick us up from dealer waited over a hour no one showed ..drove there early for them to say I needed to pay 50 dollars which I refused. ...then told I could get it waved call in am to be picked up at my house to get car no one called no one came ...called again then told advisor be in at 12 id get a call back they never called ..called again told he's wasn't there ..lied to again. .. assistant manager came in the line was rude ...still no car that I just paid over 20k for still no rental ..nothing ..this place is a bunch scamners and liers ...buyer beware

  Business response

  07/16/2024

  Jenkins Hyundai of Ocala has provided a vehicle to the customer to drive for the time their vehicle is being worked on. Jenkins Hyundai of Ocala is still looking into the transmission of the vehicle to find what is wrong and fix the issue as quickly as possible. This is to get the customer back in their vehicle once everything is completed.  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Jenkins March 30 2024. I was never given the sticker off the vehicle price was negotiated from a price sheet provided by dealer. Dealer sent me a car fax 60 days later The full sticker price was less than what I was charged. Reached out to the dealer, they indicated I did not get the sticker addendum which included several other services I was never told about yet paid for. I was specifically charged $1,999 for a service I was never told about, I was never given the warranty info on an application put on the car, I was double charged for identity theft protection. Dealer was willing to give me $2,075 back but i had to sign a settlement agreement & release which was extremely one sided,(see attached) if I signed this agreement I essentially give up all rights for any current or future issues. I refused to sign it, dealer basically gave me the middle finger and have not heard from them since. The customer relations manager sat and stared at me while I was trying to read the agreement, the sales manager was trying to get me to sign the agreement - this was definitly a form of intimidation. The dealer manager told me everyone pays full sticker and sometimes more???? I never received the services/products they charged me for. I am a senior citizen, feel I as taken full advantage of. I would like the $2,075 back from the dealer and NOT sign their release form. Why am I signing a release for something that I paid for and never got yet give up all my rights as a consumer - they felt they could bamboozle me to sign this and go away. Very high pressured sales team

  Business response

  06/21/2024

  Jenkins Hyundai Of Ocala apologizes for any inconvenience with your recent vehicle purchase. Jenkins Hyundai Ocala understand the you had a discrepancy in the fairness of price paid for the vehicle. We regret any confusion regarding the sticker addendum and settlement agreement presented. As discussed at the dealership, Jenkins Hyundai Ocala will honor the original settlement amount desired once the release is signed and returned to the company. 

  Customer response

  06/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Pursuant to the settlement agreement there is no "recital A"?  Please eliminate $4, #7, & #8 from the agreement as this limits my remedies on ANY issues going forward.  This agreement is one sided and you are requiring I sign something  that was your fault and if there are any issues going forward it limits what I can and cannot do,  

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

  Business response

  07/05/2024

  Good afternoon, we have reached out to the customer and have scheduled a meeting on Friday July 12th to address their concerns.

  Business response

  07/15/2024

  We have addressed all concerns and settled the matter with the customer after meeting with her in person. 

  Customer response

  07/16/2024

  Dealer has agreed to provide a refund within 2 weeks without signing the settlement agreement as requested 

  Customer response

  07/16/2024

  Date Sent: 7/16/2024 6:39:27 AM
  Dealer has agreed to provide a refund within 2 weeks without signing the settlement agreement as requested 

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday, May 15th, 2024, I took my 2022 Hyundai Elantra to Jenkins Hyundai of Ocala to be serviced. I get complimentary maintenance for an oil and filter change also a tire rotation from when I bought my car. While there I also expressed that my front passenger door was making a noise to my service adviser *******************. I was told that they would find the cause of it and fix the issue. Once I picked up my I asked service adviser ******************* again if they had fixed my door he stated it just needed some lube on in and it was fixed. Only later that day when I opened my passenger door again it made the same noise as before. Upon further inspection of the car, I noticed that my door bolt was loose and also I hadnt received a tire rotation as stated on my service paperwork. I know that my tires havent been rotated because the tires that I bought earlier in the year from Discount Tire were still on the back end of my car and the older tires were still at the front end. This is the second time that I have noticed my tire rotation not being done even though it was stated in my service paperwork that it was. I feel as if what I was promised to receive from buying a brand car from Jenkins Hyundai was broken and I was lied to and deceived.

  Business response

  05/20/2024

  Jenkins Hyundai of Ocala service manager will be reaching out to the customer ASAP 

  Customer response

  05/29/2024

  No one has reached out to me regarding this incident even though they stated they would. 

  Customer response

  05/30/2024

  Date Sent: 5/29/2024 9:31:29 PM
  No one has reached out to me regarding this incident even though they stated they would. 

  Business response

  05/30/2024

  Service Manager reached out to both phone numbers Jenkins Hyundai of Ocala has on file. Will try again today to contact the customer. 

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2018 Hyundai Sonata was in the shop for paint repairs. When it was time to pick up my vehicle the *** light was on. I went back in to let the dealership know that they did something to my *** system because the light has never came on since I purchased the car in 2017. So they decided to not take care of the issue unless I pay out of pocket for the issue they caused which they had my car for 9 days. I called the Hyundai and the customer care for ********************** of America. No one wants to help me and BBB is my last resort to get this issue resolved.

  Business response

  05/14/2024

  Jenkins ********* center did the work for the paint on this vehicle. Jenkins Hyundai of Ocala service department did not work on this car other than to check the ******** the diagnosis fee and advise the customer. There was no work preformed other that diagnosing the *** after the vehicle came back from the collision center. 

*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. ↩