Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  transaction was 12/02/2024 this the the second time i bought car in for the same problem. The first time i paid 450 for repair for a failed emissions test then on the drive home the engine light came on I returned the following day and rosen hyudai said some rodents destroyed some wires and my insurance company became involved thr initiail quote from ****** was 3000 which was a estimate that later was revised to 5000 i agreed to the 5000 if it would fix then car, After many delays the part came in and car was ready on dec 3. I called ****** and asked her for the out the door price and she said she would get back to me with the price she called me back and said the out the door price was 5207. I agreed to the price but when i got the bill the price was higher I complained to ****** and the dealership and asked to speak to the general manager and was told he was busy with a customer. When i got in my car and turned the ignition the tire air tire pressure was low and the engine light was still on. I complained to the service department and the technicians put air in my tires and reset the engine, This is totally unacceptable after spending so much money not to test the work. On the drive home the engine light came on again so after a month time of repairs and delays my car is not fixed and I am out nearly 5900 dollars and no repair. I have lost confidence in the repair abilities of Rosen Hyundai and would like a refund.   

  Customer response

  12/11/2024

  I have a transaction of 5400 on my account the dealer has picked up the car and given me a rental on their dime they had car for 2 days have not heard from them on repair yet

  

  Business response

  12/18/2024

  Vehicle had rodent damaged (chewed wires) which was confirmed by an inspector from the ********************************. The estimate was approved and paid for by the customers auto insurance company less the customers deductible. Customer already has been reimbursed the difference quoted as the "out the door price". After repairs the the check engine light had come on, which could be caused by many factors on a 12 year old vehicle with over ******* miles. We drove to the customers house dropped off a loaner at no charge and returned the customers vehicle to the service department for diagnosis. The vehicle has been repaired and returned to the customer at no additional cost.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i had an appt with hyundai at 1:30pm on Tuesday 09/24. I drop care off on time, for my complimentary oil change and wheel rotation. I also told them to take a look my drivers side cooling seats were not working. So he has me a few hours later that day that sorry we didn't get a chance to look at your car, now im stuck needed to find a ride to pick kids up from school and wife from work. So the next day the service advisor *** calls me and says they found the problem, the cable wires from under the seat cushion were torn. I said this cannot be cause there is no way anything can lodge it's self there to tear these wires. So basically my 50k car i bought new with the best warranty in the world is worthless, he said they cannot cover this issue and it would cost $5700 to fix the wires!!!!! Than he had the audacity to tell me that maybe i pulled it, or the water bottle below the seat did it. There is no way those wire could have been pulled out, unless one they were faulty installed from manufacturer or one of the employees trying to pull the harness off pulled it, the space below is too tight, nothing would get stuck there to rip these wires. This whole organization are a bunch of crooks, also when i asked them for a loaner car becaus *** their fault not getting to my car they said they had none. My question is, maybe that is why he called met that they didn't get to my car on my scheduled appt time, maybe they broke that piece and blaming it on me. They need to cover this under warranty it is not my fault

  

  Business response

  09/27/2024

  Vehicle has a wire broken out of a connector under the seat causing the malfunction. A wire breaking out of a connector is not a manufacturer defect, therefore dealership is unable to repair under warranty. Technician did find a water bottle under the drivers seat which when the seat is moved could catch on wiring or other debris that may have been removed prior to service. Technician also notice one of the second row headrests installed backwards. Furthermore, vehicle has had previous seat concerns were Technician has had to remove debris for seat track. (see attachments)

  Customer response

  10/01/2024

   
  Complaint: 22339548
  
  I am rejecting this response because: a water bottle will not pull my cord out, i have noticed the wiring harness was too short, so it probably snapped out when somebody pushed the seat back, obviously that would be a manufacturer issues
  
  Sincerely,
  
  ***** **********

  

  Business response

  10/02/2024

  It is possible that other debris may have been under the seat at some point. If the harness was manufactured to short we would have seen this concern on other vehicles. We have not seen this concern on any other vehicles. Also the vehicle has been in service for over 2 years and over ****** miles. If the harness was to short I would expect that the concern would have happened long ago. Customer has the right to visit another dealership for a second opinion.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car at this dealership 4/29/23. At the time of signing I agreed to gap insurance and their custom maintenance plan. Approximately 1 week later I returned to have windows tinted. I decided to cancel both services at that time. I found ********************* finance department and told him this. He had me sign a document and said hed take care of it. Its been over 2 months and it still hasnt been cancelled. *** left him several messages to follow up and he doesnt return calls. I ve asked for managers and they have said they will call back and I dont get a call. I just want these both cancelled and my money back.

  

  Business response

  07/15/2023

  To Whom it May ******************  Both products have been cancelled and sent to the lien holder (Hyundai Motor Finance).  The extended service contract was also canceled but has to go through a third party which takes longer to finalize.  The third party processed the cancelation and funds were sent back to us on the 26th of June in the amount of $2,395.  Which we then processed, cut a check to the lien holder to apply to customers account.  We always inform our customers that a return normally takes between 4-8 weeks to process.  I have attached copies of both checks that have been sent out to the lien Holder (Hyundai Motor Finance).  The funds will be taken directly off of the principle amount on there account.  Please let us know if anything else is needed.  
  
  Best Regards
  ***************************;
  Rosen Hyundai and Genesis re...

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my Hyundai ******** there for repair because engine light was on. It has been 2 months since I dropped it off. They say that they can not get the parts. I would like this fixed!

  

  Business response

  02/10/2023

  Good afternoon,
  
  
  Unfortunately, the part in need to repair ******************* vehicle is on a national back order. Hyundai is unable to provide Rosen Hyundai with an ETA for said part. This matter is out of Rosen Hyundai's control and would need to be addressed with Hyundai Motor *******.

• Initial Complaint

  01/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a 2016 Hyundai ********. In 2018 My husband was driving home from work. All of a sudden, his engine light started flashing. It started making a knocking sound. *** car started hesitating and lurching. Previous to that, no dummy lights had gone on. No indication at all of anything wrong. We purchased an extended warranty. *** car is under warranty till **** or ******* miles. *** vehicle is at approximately ******. ***y are refusing to honor the warranty. Researching this vehicle there have been many people. That have had the same problem. Not only with the engine seizing, but getting Hyundai to repair it while still under warranty.At this time we have not had it repaired. It is still at Rosen Hyundai in Algonquin, ********.Im looking to the BBB. To helped to resolve this problem. Having them honor the warranty. And repair the vehicle.Thank you, *****

  

  Business response

  01/17/2023

  To Whom it may concern, 
    ******************'s Vehicle was brought to the service **** for a flashing check engine light and poor acceleration. Upon inspection technician found DTC P1326 stored, which is causing the engine computer to enter engine protection mode. Technician followed flow chart provided by manufacturer for diagnosis (T3G). The engine failed the testing procedure. Technician continued to follow flow chart and submitted a Prior Approval (**) for an engine replacement under T3G. Manufacturer's PA **** requested the technician to remove the valve cover and supply photos of the engines valvetrain. Upon inspection of said photos by the PA **** the request for engine replacement was denied due to the failure being exceptional maintenance neglect. Rosen Hyundai does not have the authority to approve warranty work, that must come directly from Hyundai Motor *******. We have informed the Customer that if they would like to dispute the declined work, that they would need to call the Hyundai Consumer affair line.  I believe that the customer has the assumption that we at ******************** are Declining the work which we are not Hyundai Motor ******* is.  I have attached the ** Request that was sent in to Hyundai.  Please let me know if you should need anything else. 

   

  Best Regards

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

  Rosen Hyundai Of Algonquin 

   

  Customer response

  01/18/2023

   
  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

  04/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2011 ******** on November 20, 2021. I traded in a perfectly good working car and put money down. Also purchased a extended warranty for ****. I stared having issues with the car in January. Took the car in for service and explained the issues I was having. It was the transmission. I checked to make sure they could cover the work that needed to be done on my car along with the warranty company. No issues!! The mechanic shop wanted to put in a rebuilt transmission right away. The warranty company said no. So I brought up my issues with the dealership. Went a talked directly to *********************** the *** He told me to have them put the transmission back in the car and beat the s*** out of it until the transmission completely fails. I was dumbfounded. Left there completely lost. It is now 2 months later. I DO NOT HAVE MY CAR BACK OR FIXED. But still making payments for a car I do not have. It is going to cost me **** to fix and get my car back. So I bought a car for ******. Bought extended warranty for ****. Now I have to put **** into it to fix it? ****** for a 2011 car. I dont have the money to fix it. If I did I would have bought a car for ******.

  

  Business response

  04/25/2022

  To whom it may concern,

   

  ************** bought his 2011 ******** **** C300 from our dealership back on Nov 20th, 2021. Along with the vehicle purchase he elected to buy an extended service contract for 36 months or ****** miles with bumper to bumper coverage. In January ************** was having transmission problems he stated, at that time we recommend him to go to a European specialized auto facility.  ************** took his vehicle to Dynamic auto which specializes in European vehicles.  **** who works at Dynamic Auto has informed us that they sublet ****************** car to a transmission facility that specializes in transmissions.  **** informed us that they followed ******** bulletin processes they replaced two different components which the extended warranty company approved. After replacing those two components the transmission still did not  preform properly.  So they submitted a third claim to the warranty company for a transmission replacement.  The extended warranty company required proof of failure, before they would approve the transmission replacement. The auto facility stated that they could not show proof of failure, do to the fact that the concern is only apparent when the transmission oil is at full operating temp.  So the warranty company can not approve a transmission replacement with out a point of failure. ************** authorized for Dynamic Auto to go ahead and replace the transmission without warranty approval.  We have been in contact with both the warranty company our rep and with Dynamic Auto.  With ************** authorizing the transmission replacement and the work already has been preformed, any chance of getting the transmission warrantied is no longer possible.   

  Customer response

  05/01/2022

   
  Complaint: 17104840
  
  I am rejecting this response because: I have been passed around now to now a 4th person. I have only put **** miles on the car since I have bought it. It shouldnt take 3 months for someone more important to get back to me. They can help me. There has to be a better solution then doing nothing. 
  Sincerely,
  
  *********************

  

  Business response

  05/03/2022

  To whom it may concern:

  The concern at hand should be between the extended warranty company and the auto mechanic shop that worked on the vehicle.  The extended warranty company has procedures that need to be followed before they will authorize any repairs.  To our knowledge two different parts were authorized to be  replaced on the vehicle.  When the auto mechanic shop said that the parts that were replaced did not fix the issue, the extended warranty company asked for proof of failure prior to authorizing a new transmission.  Which we were told that the mechanic shop could not show failure.  The extended warranty company is not part of Rosen Hyundai they are a third party provider.  If there is a concern of how claims are approved or processed than that would be brought up to the extended warranty company. The transaction with Rosen Hyundai should not have any reflection on another company's procedures.  At this time we feel that we are not at fault and that the concern of the clients should be with the extended warranty company and the mechanic shop that processed the claim and work.  

  Customer response

  05/03/2022

   
  Complaint: 17104840
  
  I am rejecting this response because:Rosen Hyundai sold me the warranty. Its not like they gave me a list of companies to choose from. This is the company they represent. Rosens sales person got his commission. The person selling me the warranty got his commission, but yet Im paying extra money just to get my car back after 3 months. Now everyone is washing their hands of it and Im stuck paying for a car that didnt work properly after **** miles. I dont know how anyone can do business like this. Such a disappointment. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Sonata Tuscon from Rosen Hyundai in November 2020. My car payments are 405 a month. September 29th, 2021, the car broke down. It is under warranty, it was towed to the dealership, part of the warranty. I was told they do not have a service car due to Covid, and I would need to rent a car, and then they reimburse once the car has been repaired. I contact customer service, and they said that service cars are available at certain dealerships, but not at Rosen. It was confirmed that the engine needs to be replaced on the car. The dealership told me it would be **** weeks. This left me no choice but to rent a car since I am a full time working mother and need to make a living. I had to stop renting a car in January, due to the high prices and not being able to financially sustain that, in addition to having to make my car payments. It has now been 162 days. March 29th it will be 5 months. I need help and do not know what to do in this situation. I feel there has to be a solution or a time limit.

  

  Business response

  03/12/2022

  To Whom it May ****************** Auto industry as a whole has never seen the inventory and parts shortages that is going on right now. It's a perfect storm with parts shortage, shipping issues and inventory shortage.   We as a dealership depended on the manufacture for parts, inventory and warranty repair reimbursements.  Do to the inventory shortage we had to suspended our loaner program do to not having enough vehicles.  Hyundai Motor America has informed us to let customers know that they can rent a vehicle from a third party when warranty work is being performed and that Hyundai would reimburse the customer after the customer submits there ****. We can understand our customers frustration with the length of time things are taking but it is out of our control, we are also frustrated with the situation at hand. All we can do is follow up with our customers and keep them informed.  We did speak to ****************** recently and let him know that there engine is in and that we would be starting to work on there vehicle.  We are still waiting on two other parts but we have been told the should be in by the 17TH.   We truly are sorry for the inconvenience this has caused but again it is not something that we can control.  This issue with parts and reimbursement for renting a car is a Hyundai Motor America policy/issue and should not go against Rosen Hyundai.  

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