Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/17/24 I dropped my vehicle off at Patrick Hyundai to have some recalls completed on my 2013 Hyundai Elantra for the following day (12/18/24). I also asked the service advisor (**** ****** 6210) to look into having my fog light reattached, as it had become dislodged from its socket.The technician sent a video stating I need to have the entire bumper replaced, so I declined having this service performed. The video sent from the technician clearly shows no damage to this part of my vehicle.I picked up my vehicle from the dealership around 5PM on 12/18/24. On 12/19/24 I realized my car was making a noise. I pulled over to investigate further and realized the bottom of my vehicle where the fog light is located is completely cracked and falling apart. The attached photographs illustrate the condition of my vehicle while it was at the dealership compared to how it was returned to **** have made several attempts to contact the dealership, but despite being informed that a manager would return my call, I have yet to receive any communication regarding the damage to my vehicle or a resolution to the matter.

  Business response

  12/23/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration this situation has caused you.
  

  We understand that on Monday, December 23, 2024, **** *******, our Service Manager, communicated with you and ******* **** via email regarding your vehicle. **** explained that a replacement part has been ordered to address the damage and that a follow-up service appointment has been scheduled for Thursday, December 26, 2024, at 9:00 AM to complete the necessary repairs.
  

  We want to assure you that we take this matter seriously and are committed to resolving it to your satisfaction. We apologize for the condition in which your vehicle was returned to you and for any inconvenience caused by the delays in communication.
  

  If you have any additional questions, concerns, or further details to share, please do not hesitate to contact **** ******* directly at ************** or via email at **************************************** We value your feedback and will continue to work diligently to address this issue and improve your experience with us.
  

  Thank you for your patience and understanding as we work toward a resolution.

  
  

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car from Patrick Hyundai and the deal included a VIP coupon book for oil change for $9. Last time I was there in October 2024 they said due to ownership change they no longer honor this deal! This is unacceptable! Can I stop making the payments of my car because they changed ownership? No, I cant. Why they can change their policy?

  Business response

  10/22/2024

  We apologize for any inconvenience regarding the Patrick Hyundai coupon book. Our records show that you utilized the two-yearly oil change coupons on February 1, 2024, and June 1, 2024. As such, your recent visit did not qualify for an additional coupon discount. Please note that the coupon program was discontinued as of September 23, 2024. We can still perform oil change services at $59.95 plus tax.

  If you have any further questions, please contact **** ******/Service Manager at Patrick Hyundai directly by calling ************ or via email at *********************************************************************.

  
  

  Customer response

  10/23/2024

   
  Complaint: 22439262
  
  I am rejecting this response because:

  i was told that the program was initially discontinued in 2023. Now you are saying in 2024. Can you please be consistent with your response? Also, I have never received an official statement, email, explanation, etc. that you are discontinuing a program that was included with my car deal when I purchased the car and the reason for that. I believe customers should be treated as customers not just people that paid for something and after that not getting it due to change of ownership or at least that was the explanation I received last time when I was there.  I made the commitment to pay for the car, and I did, but in this case was I suppose to say I changed my mind and dont want to pay for the car but still want to keep it . I cant expect anything from your dealership but you can expect that I will never purchase anything from your dealership again. And I believe there are more people like me who are already disappointed. 
  
  Sincerely,
  
  ******** ********

  Business response

  10/28/2024

  We sincerely apologize for any inconvenience caused by the recent changes to the Patrick Hyundai coupon book. We understand that **** *******, Service Manager at Patrick Hyundai, has spoken with you to provide additional information and discuss future service options.
  If you have any further questions, please dont hesitate to reach out to **** ******* directly at ************ or via email at *********************************************************************.
  

  Customer response

  10/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me but left with no other options. They called me to ask if I will do the oil change there regardless of the fact that the program was discontinued.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Patrick Hyundai sold me a 2021 Hyundai Palisade at the end of 2020. As part of the purchase package, I was given a coupon booklet with vouchers for $11.95 oil changes for the first 5 years of owning the vehicle. I had been using the vouchers until today when I was told the company is under new ownership and the owner is not honoring the coupons. As a result, an oil change will cost over $70 going forward. This service perk was the tipping point that caused me to purchase my vehicle at this dealership instead of another dealership in the area. Had I known these vouchers would not be honored, I would not have purchased my vehicle from Patrick Hyundai.

  Business response

  10/17/2024

  We sincerely apologize for any inconvenience this may have caused. Due to a recent business decision, we have discontinued the coupon book program at Patrick Hyundai. Pete Rybacki, our Service Manager, reached out to you on 10/17/24 at the phone number we have on record to discuss available options and we understand that you came to an agreement.

  If you have further concerns please contact him directly at 847-519-2965 or via email at prybacki@patrickcars.com.

  
  

  Customer response

  10/20/2024

   
  Better Business Bureau:
  
  Pete Rybacki, Patrick Hyundai’s Service Manager, reached out to me on 10/17/24 to discuss available options. The company has offered to honor the oil change coupons through 2025 and they also refunded the full amount of my last oil change. This resolution proposal in reference to complaint ID 22411392 is satisfactory to me.
  
  Sincerely,
  
  Justin Mackowiak

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Problem with the purchase of a used car.

  Business response

  09/05/2024

  Our used vehicles are thoroughly inspected and appraised by our experienced used car managers. After being traded in, each vehicle undergoes a detailed inspection by a certified Hyundai technician. This 2018 Kia Sorento (VIN: 5XYPHDA1XJG354075) successfully passed its technician inspection, as documented in the video report copy this link into your browser to view video inspection https://youtu.be/0lRi7eYQZDU). The inspection found no visible signs of fluid leaks or damage to the undercarriage, including the rear differential. Please note that Patrick Hyundai neither replaced nor added any fluids to the rear differential during the inspection. A copy of the inspection repair order #375560 is attached along with the automobile status report completed on every vehicle that goes along with repair order #375560. 

  A Clean Carfax History Report was pulled and signed by the customer on July 23, 2024, and an odometer reading of 65,226 miles was confirmed on the same day. We understand purchasing a used vehicle does come with unknowns which is why we offer the Used Vehicle Limited Implied Warranty of Merchantability for Power Train Components coverage for 15-days or 500-mile period whichever occurs first and Buyers Guide Implied Warranty Only – duration 15 days or 500 miles, whichever is first which was signed by the buyer on 7-19-24.

  We regret hearing about the issues with the vehicle and understand the frustration. However, Patrick Hyundai has always been transparent throughout the process. As noted in Paul Hutchins' written complaint, we voluntarily placed the vehicle on a lift for the customer and their father-in-law to personally inspect the undercarriage. They too confirmed there were no visible leaks or damage and remarked on its clean condition.

  In addition, we apologize for your unpleasant experience with Mr. Gonzalez. It is disappointing to hear as we are continually striving to dedicate ourselves in making the sales experience for every customer an enjoyable one. 
  We appreciate the feedback and will make sure our sales manager is aware of your experience. 

  If the owner of the vehicle feels that the rear differential failed prematurely, he or she can contact the KIA manufacturer for assistance. 

  Customer response

  09/10/2024

   
  Complaint: 22214394
  
  I am rejecting this response because:

  The business has done nothing more than regurgitate the complaint I filed.  There is no solution, no acknowledgement of any malfeasance on their part and nothing offered to rectify the original complaint.

  I do not understand why Patrick Hyundai remained and continues to be unwilling to speak with Fowler Kia in Colorado, the company that did the repairs on the car.  Fowler was the one who told us "these problems should have been apparent when the car was serviced for resale".   I never mentioned in the original complaint that we also needed to replace a frayed drive belt as well.  I am sure Patrick would say this also happened in the 1,200 miles my son put on the car after purchase. It was Fowler's service manager's input that reinforced my thoughts that there was something wrong when we bought the car and why I turned to the BBB.

  Fowler's Service manager was willing to discuss the problems with Patrick's sales manager, Jose Gonzalez.  When he flatly refused to do this and responded with "why would I want to do that", I was taken aback.  How arrogant!  Clearly, he had no intention of trying to figure out the problems and work out a viable solution for ALL PARTIES.  He only wanted to sweep this under the carpet and move on to the next fish in the sea.

  I am not sure if there is anything you can do for us.  If possible, I would like to at least lodge a formal complaint about the dealership and register the strongest negative review possible against this dealership.  We have a dealership in Colorado that suggested these problems would not have happened within 1,200 miles since acquiring the car and the Patrick Hyundai dealership denying there were any problems whatsoever. 

   Personally, I am a business owner.  Throughout our 31 years in business, we fully understand mistakes happen.  But what separates the reputable businesses from those that are not, is how problems are handled when things do not go as planned. In this case, there has been no attempt to discuss any resolution.  The only response I received is "we should have bought the extended service plan".  In retrospect, how true that is.

  Thank you for your assistance.  I still hope you can assist toward an equitable solution.

  Thank you,

  
  Paul Hutchings

  Business response

  10/07/2024

  Here's the file "BBB Response to Paul Hutchings (Hyundai- Kia Sorento to Colorado).pdf" for your review.

  https://acrobat.adobe.com/id/urn:aaid:sc:VA6C2:23947787-6770-4bc2-aaca-9039a1788aa6    

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just purchased a brand new car from hyundai in December 2023, its a 2024 hyundai kona (limited), on March 03, 2024 i had a deer accident. So i brought my vehicle to ******** Collision in *********** on March 04, 2024. The collision shop kept saying they could not get any parts. My car has been at the collision shop since march. It's July now. And I've made payments through hyundai still. I need them to refund the car payments I've made since March and compensate due to the delay of parts which caused me to missed a lot of work, due to having no vehicle. And i have no vehicle for 5 months now considering it's a brand new vehicle. It has caused me stress, anxiety and depression. Thanks

  Business response

  07/26/2024

  We are sorry to hear about the accident you had with your Hyundai. It is also unfortunate that the dealership ********************* Hyundai at *************************************************** ******, **. where you purchased your Hyundai Kona or **************** in *********** you mentioned are unable to assist.

  
  We are not sure as to why a Better Business Bureau complaint was filed for Patrick Hyundai located at ************. Rd. Schaumburg, IL.60173 as we have no records on file of you or your Hyundai Kona as a current client. We would be more than happy to assist you should you need to purchase a new vehicle.

  
  We suggest reaching out the Hyundai ******************** ************ if you need assistance. 

  Customer response

  07/26/2024

   
  Complaint: 22041202
  
  I am rejecting this response because:

  
  im sorry, ive already reached out to hyundai ***. And they've told me that my parts for my vehicle was being ordered from here. Patrick Hyundai. My collision shop is ******** Collision in ***********. Ive been in contact with my case manager, and shes mentioned Patrick Hyundai is where my parts are being ordered from, and that they couldn't get it from you. My case manager is ***, ***************** this is her work phone number. Ask why she keeps saying that they couldn't get parts from you guys. And its been 5 months since my vehicle was brought to the collision shop.

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

  Business response

  07/31/2024

  As of July 30, 2024, we have confirmed that all parts that were ordered from *********************** in ************ have been delivered.

  
  *March 6, 2024, Patrick Hyundai parts team received an email from *****************/****** **************** Estimator regarding parts needed. Back and forth correspondence shows that Patrick Hyundai was waiting for confirmation from *****************/****** **************** Estimator.
  *April 23, 2024, Patrick Hyundai received an email from *****************/****** **************** Estimator and parts were ordered letting *** know that some of the parts would take approximately a week to arrive. These parts were shipped 4-26-24, 5-7-24, and 5-29-24.
  *July 2, 2024, *****************/****** **************** Estimator advised that additional parts were needed and were ordered by ***** at Patrick Hyundai and was backordered and shipped on 7-23-24.
  *July 30, 2024, ***********************/Patrick Hyundai Parts Manager spoke with *****************/****** **************** Estimator who confirmed that they received all parts needed.
  

  Please contact *********************** *********** for additional questions regarding your vehicle. 

  Customer response

  08/01/2024

   
  Complaint: 22041202
  
  I am rejecting this response because:
  

   

  So on march 6, gerber's collision emailed Patrick Hyundai about the parts. So y'all did not order/ship the parts until April 23?

  Because Patrick Hyundai, did not get any confirmation from ******** until April 23?

   

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

• Initial Complaint

  05/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  May 10,2024 Purchased a Kia ****** 2024. The used car salesman offered to match the finance rate of my local bank, which was 5.9%. I accepted the matching offer. The day of the purchase the salesman confirmed with me the rate of 5.9%. He repeated it back to me. My daughter and another sales person was present. When I received the loan info from the bank, the rate increased to 6.5%. I contacted the used car manager who admitted that he committed to the 5.9% and told me to contact the direct salesman to handle. I called that sales person who sold me the car. He referred me to finance department. Finance called me and said that I could refinance with my bank. I said it was supposed to the 5.9% rate and should not have to refinance. ****************** said they would talk to the *** They never got back to me. I also have sent email to GM and used car sales manager how to resolve this issue.

  Business response

  06/07/2024

  We acknowledge that *************************, the Finance Manager at Patrick Hyundai, has been in contact with you about your purchase. She has explained that your signed finance contract and records indicate an agreement on a 6.5% annual percentage rate. Additionally,the video and audio recording from May 10, 2024, confirms that **************** mentioned this rate while reviewing the paperwork with you.
  

  Furthermore, **************** has offered to recontract your vehicle at a 5.9% rate as a goodwill gesture. You requested a refund for the difference in APR, and Patrick Hyundai will issue a refund of $478. A check request has been submitted to our general office, and the refund will be mailed to ***************************************
  

  At Patrick Hyundai, we strive to meet everyones needs and make the purchase experience enjoyable. We apologize for any confusion or miscommunication you experienced.

  Customer response

  06/08/2024

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

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased vehicle from Patrick Hyundai in 2015, purchase came with "VIP, Home of the Best Price new car purchase guarantee and oil changes for life program." Booklet contained coupons for $8.95 oil changes, when I ran out of coupons manager printed more for $11.95 oil changes. stated "no longer have $8.95 coupons. I accepted the $11.95. Brought car in for oil change in December 2023, dealership says "no longer honoring coupons". I agreed to the $11.95 and was given 5 years worth of coupons, only to be told no longer honoring program. I have all the original paperwork, I want this dealership to honor their VIP Program. The dealer advertised this to entice and lure customer into purchasing a vehicle from them, they need to honor their agreement.

  Business response

  03/26/2024

  Hello ****,
  We sincerely apologize for any confusion regarding the oil change program at Patrick Hyundai. Your loyalty is greatly appreciated, and we value your continued support. We acknowledge the concerns you raised and are grateful for the opportunity to address them.

  
  Our new Service Manager, ***********************, has thoroughly reviewed the matter and personally reached out to provide clarification. He has also sent an email on March 26, 2024, confirming that we will honor two oil changes per year at the discounted rate of $11.95 each.

  
  Thank you for your patience and understanding as we strive to enhance our service offerings and ensure your satisfaction. Please feel free to reach out if you have any further questions or require assistance. We look forward to serving you and maintaining our commitment to excellence in customer service

  
  Once again, we apologize and if you have any further questions,please contact ***********************/Service Manager for Patrick Hyundai directly by email *************************************** or his direct line ************. 

  Customer response

  03/27/2024

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

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10-14-23, I purchased a brand new 2023 Hyundai Elantra hybrid Limited from Patrick Hyundai **** ************** Schaumburg, ** ***** The car remained parked at my home for the most part for the next week. On Oct. 20, I went out to the car and noticed in the bright sunshine, that the reflections in the paint finish on the vehicle were very wavy. In some places, the finish is so bad that you can feel the bumpiness. I immediately called *********** at Patrick Hyundai, *******************, who advised me to bring the car back to the service department. There I was met by a service advisor named ******** and two other men, one who said he was the department manager. They all agreed that the paint job on the car was awful, and that to fix it was probably too big a job for Patrick's service department. They called *********** to take a look, and he agreed, saying that they would either need to completely refinish the car or, if that wasn't possible, swap this car for another of the same model. i had to leave the car, they gave me a loaner while they had the car looked at to determine the next steps. It turns out they had my vehicle sitting on their back lot, never moving from the spot they parked it in, for 2 months. During this time, they claimed that 2 body shop managers inspected the car and said it was too big a job for them to do. ******************* said they were waiting for the Hyundai corporate to decide if they wanted to refinish the car or just replace it. Several weeks passed. I finally called ************, leaving a message to return my call. I got an almost immediate callback, saying that ******* from Hyundai just happened to be there right then and they would get back to me! I was told the Hyundai rep had stated that the finish on my car was within Hyundai specifications, they weren't going to do anything, I should just come pick up my car. Hyundai's Consumer Affairs person told me to contact the BBB and the ******** Attorney General, if I was unhappy with the decision.

  Business response

  01/04/2024

  On behalf of Patrick Hyundai, we would like to apologize for the paint issue you are having with your Hyundai Elantra and can certainly appreciate your frustrations.
  

  As per *******************/Patrick Hyundai's General Manager, Patrick Hyundai adheres to Hyundai ***** repair protocols, and any further steps required need to be initiated by Hyundai ***. Additionally, he mentioned that the Patrick Hyundai service team has exhaustively assisted with the paint issue on your Hyundai Elantra. During your visit, *******************, the General Manager, showcased the concern to our Hyundai Service Representative and Hyundai Sales Representative. All three individuals compared the paint on five other Elantras in our inventory, and the paint job on all five vehicles matched that of your Elantra. According to Hyundai standards, the paint job was deemed commercially acceptable. For further assistance, please contact Hyundai ************* at ************.

  Customer response

  01/05/2024

   
  Complaint: 21086687
  
  I am rejecting this response because, as mentioned in Patrick Hyundai's response, I have contacted Hyundai's Consumer Affairs, case manager **. She informed me by phone, that Hyundai is sorry for my trouble, but any final decision rests with the dealer for resolution, since they sold me the car. The dealer says the decision is to be made according to Hyundai corporate. In the meanwhile, I have a brand new car with a terrible paint job, which no one will take responsibility for. I dispute that the paint is the same as other cars on the Patrick lot. I did the same comparison with other vehicles as I was there to drop the car off for evaluation. The service tech and service manager, as well as ***********, also saw the car and agreed with me that the paint is awful. After over two months of runaround, now they claim the paint is acceptable. I had attached one photo with my complaint .

   

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

  Business response

  01/08/2024

  Patrick Hyundai is delighted to assist you in trading in your vehicle for a more suitable option or can extend a goodwill credit of $500. Please contact *******************/Patrick Hyundai's General Manager by calling ************ or by email ************************************. 

  Customer response

  01/14/2024

   
  Complaint: ********
  
  I am rejecting this response because: I responded to Mr. **** by email on 1-8-24 as he requested at ************************************* asking for clarification of his offered resolution. On 1-12-24, I called BBB  because I had not had a response from Patrick Hyundai. The BBB agent advised me to email BBB to add this lack of action to my claim file. I emailed BBB at ***************************************************** to place in the record that as of that date, I had no response from Mr. **** at Patrick Hyundai to my request for clarification. On 1-13-24 I again emailed ************************************ reiterating my request for clarification, noting that I needed his clarifying information to respond to BBB by 1-15-24. Again, as of 1-14-24, ************** June at Patrick Hyundai has not responded to answer my questions. The full text of my email to him was included in my email to BBB with the heading "Additional information complaint #********".

  It is impossible for me to make a final decision to accept Patrick Hyundai's offer when that offer is ambiguous at best. If Mr. **** would simply clarify the terms of exactly what he is offering, I will gladly make a timely decision. Without his response, I have no idea if his offer is fair.

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

  Customer response

  01/15/2024

  I would like to include some further information to complaint #********. I received Patrick Hyundai's response by Mr. ***** on 1-8-2024. As he suggested, I responded to Mr. ****** proposed resolution on 1-8-2024 with some questions to clarify exactly what he is offering as a solution. The text of my email response is below. 

   

  Mr. *****
  

  I just received notification from the Better Business Bureau in reference to complaint # ********* that Patrick Hyundai will be delighted to assist me in trading in my vehicle for a more suitable option, or a goodwill credit of $500. In order to be satisfied with my transaction with Patrick Hyundai, I would prefer to have a different, comparably equipped new 2023 Elantra hybrid limited. However, I need further information as to exactly what is being offered. When the words "trading in" my vehicle are used, does this mean I will be receiving back my full purchase price for my current vehicle, to be used in trade for an identical new Hyundai vehicle with no additional cash needed, or will the disputed vehicle be depreciated in value so that I lose money on it and then need to purchase a full price vehicle? I apologize if I seem skeptical, but this has been a very long, frustrating process, which should have been simple from the beginning. By the way, at this moment my car has 651 miles on the odometer according to the Blue link app.

  
  

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

   

   

  As of today, 1-12-2024, I have not had a response to this request for clarification. I realize that the deadline for me to accept Patrick Hyundai's resolution offer is 1-15-2024, but without having my questions answered, I am unable to make an informed response. I do not wish to make assumptions about the sincerity of the offered resolution, but I want this claim  resolved in a way that is fair to me, so I need Patrick Hyundai to clarify what is being offered. 

  Please add this information to the file for complaint #********.

   

  Thank you,

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

  Business response

  01/15/2024

  ******************* sent you an email on Monday January 15, ****, providing you with clarification regarding your options.
  
  Patrick Hyundai is willing to trade you out of your current vehicle,into a new Hyundai that matches the same equipment on the original vehicle you purchased.  We would need to treat this as a trade, and not a swap, making this new deal as an entirely separate transaction.  This would result in some money lost on your end, as the vehicle has been titled and is now a used vehicle.  That is the issue with the value of your vehicle, not the paint.  We would not knock any dollar amount off of the trade in value for the paint, as Hyundai themselves have stated that there is nothing wrong with the paint, and that it is commercially acceptable.  The only difference in value would be the depreciation of the vehicle going from new to used, as it has been titled.  This is typically where the biggest drop in value occurs, however, in the first months of ownership.  The other option we have offered is a check for $500 for customer satisfaction.  I truly am sorry for your experience overall and wish there was more I could offer you.   However, without being the entity that painted the vehicle, or did anything with the paint after Hyundai dropped the vehicle off, there is nothing else I can realistically do at this time.  We do sympathize with the situation and want nothing more than you to be happy and satisfied, but these are the ************ left for me to be able to do that at all. Please contact ******************* a ************************************ or calling direct at ************.
  
  

  Customer response

  01/22/2024

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

  Customer response

  02/19/2024

  Complaint: 21086687
  
  I am rejecting this response because: Nearly a month has passed since the "resolution" of this matter, and I have had no further communication from you or Patrick Hyundai. When can I expect to receive the $500 check which was the agreed upon BBB resolution? 
  
  Sincerely,
  
  ****************************;   

  Business response

  02/19/2024

  Hello *******,
  Weve reached out to ******************* after receiving your most recent rejection. He has checked his emails and is unable to find an email from response from you regarding his January 15, 2024, email that provided you with options. Please see below and contact ******************* at ************************************ or calling direct at ************ to let him know how you would like to proceed.
  
  In our posted response from January 15, 2024

  ******************* sent you an email on Monday January 15, 2024, providing you with clarification regarding your options.
  
  Patrick Hyundai is willing to trade you out of your current vehicle, into a new Hyundai that matches the same equipment on the original vehicle you purchased.  We would need to treat this as a trade, and not a swap, making this new deal as an entirely separate transaction.  This would result in some money lost on your end, as the vehicle has been titled and is now a used vehicle.  That is the issue with the value of your vehicle,not the paint.  We would not knock any dollar amount off of the trade in value for the paint, as Hyundai themselves have stated that there is nothing wrong with the paint, and that it is commercially acceptable.  The only difference in value would be the depreciation of the vehicle going from new to used, as it has been titled.  This is typically where the biggest drop in value occurs, however, in the first months of ownership.  The other option we have offered is a check for $500 for customer satisfaction.  I truly am sorry for your experience overall and wish there was more I could offer you.   However, without being the entity that painted the vehicle, or did anything with the paint after Hyundai dropped the vehicle off, there is nothing else I can realistically do at this time.  We do sympathize with the situation and want nothing more than you to be happy and satisfied, but these are the ************ left for me to be able to do that at all. Please contact ******************* at ************************************ or calling direct at ************.

  
  

  Customer response

  02/19/2024

   
  Complaint: 21086687
  
  I am rejecting this response because: i have forwarded to ******************* the email thread wherein I indicated that I wanted Patrick Hyundai to forward the offered $500 check. This email thread with Patrick Hyundai has been forwarded to BBB's customer relations email as well. I am waiting for an email response from Mr **** indicating that he will send the offered check immediately. When I receive that check, the matter can be considered closed. 
  
  Sincerely,
  
  *******************************

  Business response

  02/21/2024

  It appears that there had been some confusion regarding the refund. ******************* has been waiting for correspondence from you via email or phone call about accepting the options provided in our January 15, 2024, response.
  

  Today February 21, 2024, at 1:52pm ******************* received a voicemail from you stating that you are accepting our offer to provide you with a check for $500. A check request has been submitted to our general office and will be mailed to the home address ******************************************************************* as requested and you should see it by the end of this week or first couple of day of the following week.

  Once again, we apologize for the inconvenience and feel free to reach back out to ******************* at ************************************ or calling direct at ************ with any further questions.

  
  

  Customer response

  02/27/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  As per your voicemail regarding BBB claim #********, I should have received the $500 check from Patrick Hyundai before today. In fact, you said by the end of last week or early this week. As of today, there is no check. I'm not interested in how you justify all the delays, I don't want the $500 check as agreed. Again, all of the emails are included on this thread. There is no acceptable excuse why you have dragged this out since January 15. Is Patrick Hyundai acting in good faith? Actions speak louder than words. Send the check. 
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car delivered on 1-11-2021. Brought in on 5-21-2021 for engine shuddering when in reverse. Problem couldn't be duplicated. Car brought in on 12-2-2021 for maintenance+ same issue. Not duplicated. Brought in on 1-13-2022 for same issues & violent lurches when accelerating on expressway. Felt unsafe driving this vehicle with my child in car & had to take back roads. Couldn't duplicate. Brought car in on 4-15-22 for same issue (engine shuddering) & engine revs up by itself after vehicle is started. Unable to duplicate. Brought in on 6-21-22. Vehicle still shudders when backing up & car died at stop light. Also lack of power when accelerating. Replaced converter. 10-3-22-car jerking when reversing. Not duplicated. 10-15-2022- vehicle has no power. Would not accelerate. Hyundai replaced transmission. 11-8-22-autohold was on yellow. Light was turning on while driving. Replaced floor switch. Also there was a rattling noise coming from steering column. Hyundai stated it was garage door opener. It was not! Couldn't duplicate. 7-5-23-vehicle lurches when leaving stopped position, still shaking when backing up, makes clicking noise for first 2 seconds when accelerating. Verified clicking noise; stated it was normal operation of engine actuator. Other issues not duplicated. 9-20-23-when at stop, vehicle lurches, slow acceleration, shaking in reverse persists. Not duplicated. 12-22-2023-vehicle shakes when backing up, slow acceleration & stutters/ lurches when at light. I have had issues with this vehicle since purchased, spent hours upon hours at the dealership with my child. Car continues to shake in reverse at times, has poor acceleration, stutters/ lurches when at lights and I feel it is overall unsafe to be driving my child in.

  Business response

  12/26/2023

  Hello ******,

  
  On behalf of Patrick Hyundai, we would like to apologize for the issues you are having with your Hyundai and can certainly appreciate your frustrations. Patrick Hyundai has documented your service visits with Hyundai ***, including your last visit, when Hyundai Certified Technician/********************* test drove the vehicle with you who was unable to duplicate the reported problem. The team at Patrick Hyundai follows the protocol set forth by Hyundai *** regarding repairs and without being able to duplicate the issue we are unable to make repairs. 

  *******************/Service Manager at Patrick Hyundai called you today and left a voice message regarding the next steps for you to take which would be to contact Hyundai ************* and ask for a test drive with Hyundai FTS (Hyundai field technician) at ************. 
  
  You can also contact *******************,General Sales Manager at Patrick Hyundai ************, or email ************************************ about trade in options for your vehicle.
  

  
  

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and i wanted to purchase a Genesis G80 in Prestige trim from this dealership. After waiting for a few weeks, they informed us that they had our car so we purchased it thinking that it was in Prestige trim. Later, we found out that it was not in Prestige trim and that the dealer, not having informed us that it was not the vehicle that we wanted, deceived us into purchasing a car that we did not want, and that they knew we did not want. I informed them the next day about the problem and that we did not want this car. The dealer's response was, "It's your car now," and he refused to do anything about it other than take it back in trade on the car that they knew we wanted in the first place with full depreciation and mileage penalties. This dealer was trying to make thousands of dollars more on the car that we wanted by deceiving us into buying one that we didn't want first. We offered to pay the difference between the wrong car and the correct (Prestige) one (with tax), but the dealer did not accept the offer. I contacted the regional sales manager, Genesis ************** and the ********************** Corporation executives and they all refused to do anything about it. The offer we received from the dealer on the correct car had us paying an additional $15,294.70. Subtracting the $6,300 that we were willing to pay (the cost of the Prestige package), the dealer is trying to make $8,994.70 through dishonesty. We are still willing to return our present incorrect G80 AWD 3.5T Sport (the one we were deceived into purchasing) for a new car of the same model but with the Prestige trim that we wanted in the first place (which the dealer knew). We are still willing to pay the cost of the Prestige trim ($6,300). Any amount that the dealer expects us to pay for the correct vehicle over this amount is profit made through dishonest deception.

  Business response

  12/11/2023

  Better Business Bureau of ******* & Northern ********
  *************************************************************************************************** 60601
  
  Re:  *********************** Complaint
  
  The following is written as a response to the *********************** BBB complaint.
  
  In March of 2023, the complainant traveled to Patrick Genesis/Hyundai (Patrick) with the desire to purchase a Genesis G80 (Prestige Package) with red and black interior.   Salesman ********************* explained to the complainant that Patrick did not have that particular car in stock and that it was an extremely hard car to find because it was in high demand. 
  
  *** explained to the complainant that he could either order the car with the Prestige Package or run a dealer search in an attempt to locate the car.  *** ran a nationwide search but could not find the exact car that the complainant wanted.   *** did, however, find a similar G80 with red and black interior and a Sport (not a Prestige) Package.   *************** the **** of the located car to the complainant and shared that it was a Sport (not a Prestige) Package, and that it was $6,300.00 less than the car with the Prestige Package.  The complainant ultimately decided that he did not want to wait for the car to be ordered and built, and, therefore,approved *** to conduct the dealer trade to secure the G80 with red and black interior and the Sports Package.
  
  The complainant spent half a day at Patrick Genesis examining and driving the G80 with the Sport Package.   The complainant could have refused the G80 with the Sport Package but instead chose to purchase the vehicle and to take delivery. The day after taking delivery, the complainant called *** and asked why the car did not have the head-up display option.  *** explained that the head-up displayoption was only on the Prestige Package, and not on the Sport Package.  *** also reminded the complainant that all options were clearly printed on the ****.  *** also reminded the complainant that the vehicle he purchased was $6,300.00 less because it was the Sport Package and not the Prestige Package.  *** stated that he could still order a vehicle with the Prestige Package for the complainant and the complainant could trade the Sport Package model when the Prestige Package model arrived at the dealership sometime in September of 2023.  The complainant decided to keep the Sport Package model and he drove this car for seven (7) months from March until September. 
  
  When the new **** G80 Prestige Package model arrived in September, the complainant was still interested in trading his 2023 Sport Package model for the new **** Prestige Package model,but he only wanted to pay a $6,300.00 difference.  Unfortunately, the complainant did not take into account the depreciation of the G80 Sport Package vehicle he had purchased because he had driven the car for the seven (7) months from March until September.  He also failed to acknowledge the price increase of the **** Prestige Package model over the 2023 Sport Package model.
  
  There was no dishonest deceptionon the part of Patrick as the complainant implies.  Patrick is a reputable dealership and wants to do the right thing.  Patrick simply believes that the complainant should bear the cost for driving his purchased G80 Sport Package vehicle for seven (7) months, and pay for the manufacturers price increase for the **** Prestige Package model versus the 2023 Sport Package Model as previously presented to the customer.
  
  Respectfully submitted,
  
  *****************************
  Patrick Genesis
  
  

*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. ↩