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Complaint Details
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Initial Complaint
09/20/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My husband and I went on vacation and returned on June 3. There was a very strong odor of gas coming from the garage where my 2017 Hyundai Santa Fe was. My husband immediately took the car to Jenkins Hyundai in Ocala.On the way there the check engine light came on. My husband was told that it was a fuel leak and they had the car for over a week and a half for repair. The total charge was almost $800 on August 11, i noticed a very strong smell of gas coming from the 2017 Hyundai Santa Fe, My husband took the car right back in to Hyundai and they stated that they could not find any problems with the vehicle. They suggested that the gas tank be dropped and the amount for that would've been $2000 while my husband at Hyundai waiting, I looked up recalls for a 2017 Hyundai Santa Fe. What I found was a service bulletin stating that any vehicle new or used that came in for service should have the gas cap checked because there was a problem with the gas cap sealing properly on that vehicle, I sent my husband the service bulletin information while he was at Hyundai, the bulletin stated that a diagnostic check should be done and there were two codes that would come up stating it was the gas my husband asked the service advisor. What codes came up when they did the diagnostics on my car the first time, the service advisor stated that there were no codes, it was done by a visual inspection. My husband caught the gas cap that day on August 11 and the odor has not returned since then. My husband has tried contacting the owner, the general manager, the service manager, and we keep getting the runaround. We want our money reimbursed as we believe that it was initially the gas cap and that there was no issue with the fuel line. The service manager gave my husband the phone number to a warranty department and after two weeks of phone tag, I finally got a hold of them on Friday and he stated he didn't understand why we were given his number because that was strictly a dealership numBusiness response
11/01/2022
Business Response /* (1000, 5, 2022/09/22) */ The shop manager is the tech who worked on the vehicle. He is a master tech. He found a fuel line leak. It would have been dangerous & unconscionable to let the customer continue to drive with that leak. Therefore the fuel line was replaced. No refund will be issued. Consumer Response /* (3000, 7, 2022/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) My husband and I don't care who worked on the vehicle, if the vehicle was properly diagnosed, there would be codes that were in the file. Why would a visual inspection have been done and no codes available for the repair? The service bulletin clearly stated that the first thing to be done was to check the fuel cap and this was not done. if it was indeed, a fuel leak, why did the same exact thing happen less than six weeks later? Once my husband purchased the gas cap, the gasoline smell disappeared, and we have not had an issue since then. I refused to accept their response, I would not buy another vehicle from Jenkins Hyundai at any point. My husband and I have bought several Hyundai's from this establishment, I sent letters to the owner of Hyundai, the general manager, the service manager, and have received absolutely no response. My husband and I were given the runaround that this was a warranty issue, Gave us a number for the warranty department, and the person on the other line asked what the dealership number was. Customer service at Jenkins. Hyundai is absolutely horrific for them to suggest when the car was taken in the second time there was a strong odor of gasoline having our gas tank dropped to make sure that there was nothing wrong with the gas tank at the tune of 2000+ dollars was unacceptable , my husband and I still feel that there was no diagnostics done on the vehicle, if so, there have been codes in the service file. We have never had a problem with Jenkins Hyundai until this incident with my car. The service bulletin was not referred to, the bulletin stated that all 2017 Hyundai's that were new or came in for service should have the gas cap replaced. In this age with all cars being diagnosed with a computer, I don't understand how a visual inspection would have been done. Business Response /* (4000, 11, 2022/10/07) */ We have come to an agreement. The customer is satisfied.Initial Complaint
09/13/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On Sunday 9/11/2022 my husband and I went to Jenkins Hyundai Ocala to purchase a 2017 Hyundai sonata. We test drove the vehicle, signed sales paperwork, had our credit ran and were told the vehicle is ours. The next day we came back to drop off our trade in, and pick up our Hyundai only to be told that they had sold that vehicle the week prior and the woman was on her way to pick it up. When a manager came to explain how this could have happened we were given the explanation that the VIN/stock # was mislabeled in their computer (apparently no one noticed this car was being test driven and was still sitting on the lot for a week, after it had already been "sold"). We were then offered a very insulting vehicle in replacement of the one we could no longer have.Business response
10/24/2022
Business Response /* (1000, 5, 2022/09/19) */ It was an honest mistake. There was no malice intended. We have apologized. It was unfortunate that this occurred.Initial Complaint
07/20/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Contracted to buy vehicle on 5/30/22 My leased Acura and cash . Hyundai was to pay off old vehicle . Hyundai paid off the vehicle 14 days after contract, so the buyout price increased to them by 374.50 .Acura started collection from me. Hyundai claimed it was my problem with Acura !! After many conversations in order to keep my credit report clean I paid it on the last possible day 7/9 hoping Hyundai would pay . Acura hit me with a late payment and credit report noted . 100 point reduction in score. Several visits and E mail to GM of dealership have had no reply. My opinion is that they just are trying to scam a senior ..Business response
08/16/2022
Business Response /* (1000, 5, 2022/07/22) */ We have attached a copy of the letter from Acura Finance. The due date was 7/3/2022. We received the copy of this letter on 7/6/2022 & overnighted payment on 7/8/2022. We have personally met with the customer & explained all that we have done to rectify said situation. Only Acura Finances can refund his payment (that's who he sent his payment to) & only Acura Finances can amend his credit report since they are the ones to report the delinquency. Consumer Response /* (3000, 7, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hyundai caused this entire situation due to their incorrect payoff. Acura received payment from Hyundai on 7/12 and since I had to pay the shortage om 7/9 --Acura states they returned the LATE payment to hyundai Hyundai caused the action of late payment. Yes I met with a finance person after not having a response from the GM . They have not tried to rectify the situation Thy just told me as they stated above Its my problem that they caused. Consumer Response /* (2000, 11, 2022/08/01) */ I met with The Customer Satisfaction Manager this morning and we resolved all misunderstandings. I appreciate her understanding my concernsInitial Complaint
03/01/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On 2/26, I spoke with an internet sales associate by the name of Alison M******* about our interest in a Hyundai Palisade Limited which had just been delivered to the dealer. After speaking on the phone and numerous text messages, I was informed that the associate had received GM approval to sell me the vehicle for MSRP + 2,000 + tax + tag. This was specifically documented in our text message exchange. I was then encouraged by the associate to make the trip to Ocala, FL from Winter Garden, FL to also look at my potential trade-in and proceed forward with the deal. Alison told me via text "If we cannot get to the #s you are looking for, we will compensate the gas for the trip...". After making the 62 mile trip (124 miles round trip), I was greeted by Alison and transferred to another associate named Tierney. It took Tierney about an hour to secure the vehicle for test drive and then another half hour to get some financials ready to review. Upon reviewing the financials, I was surprised to see pricing that was thousands above what was discussed with Alison. Additionally, the dealer was seeking to offer $3,000 for a trade-in on a 94K mileage 2011 Toyota Sienna (which I sold the next day to CarMax for $11,400). When I conveyed the surprise at the difference, the gentleman Tierney had me speak with about the financials of the deal become condescending and abrasive. He then retrieved my keys and handed them to me and was told to have a nice day. I then drove home and reached out later that evening to ask about when and how I would receive a check for the promised gas compensation for the 124 mile roundtrip. I was ignored for 3 days and only received a response once I said I was engaging the BBB. I was told I would not receive a check, but should have asked onsite to have my tank filled by their onsite gas pump. This doesn't make sense as it is a round trip and I would have only receive half of that. I expect a check for the 124 mile roundtrip of fuel.Business response
04/21/2022
Business Response /* (1000, 10, 2022/03/29) */ We have contacted the customer and have reached his desired resolution. He has accepted our offer for reimbursement. Consumer Response /* (2000, 12, 2022/04/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I spoke with a representative that called me on 3/29 regarding a reimbursement for time and fuel. We agreed that was a fair resolution. I received the check via mail on 4/7.
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Customer Complaints Summary
24 total complaints in the last 3 years.
14 complaints closed in the last 12 months.
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