Complaints

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Originally started November of 2023 my car was taken to Kerry Hyundai d/t oil consumption .They did the 3 step process to check oil consumption, my car ran perfectly fine minus the oil consumption. I was told the motor would be covered by the dealership d/t known issue of oil consumption or burning oil. I was originally told no charge then later $1200-$1500, then later $1800-$2400. They had my car for MONTHS with no other transportation with excuses of waiting on parts and parts being on back order ect. at this point I don't know if that was a lie seeing how I caught them in multiple lies. I went 5 months with renting/borrowing other cars before I finally rec. a car to drive from the dealership. Once my car was "supposedly Fixed" I picked it up and had to return it d/t heat shield issue. When I picked it up again once it was "supposedly Fixed" my check engine light came on and was losing power, I had to have it towed back to the dealership. They then wanted to charge an additional $1000 d.t needing plugs and coils. I was not wasting anymore time or money with them so I had it picked up and towed to a local repair shop that had the issue diagnosed and it fixed the same day of delivery with the cost of $123.26 parts and it wasn't even the same services the dealership was wanting to charge for. I'm not sure if the mechanics are not trained or if it is a management issue but they lied multiple times why they had it. I also have many emails from Hyundai Customer Service Dept with Sue and Krishna they were both more than helpful trying to get me updates and etc. They recommended I reach out to BBB with the issue when asked what I needed to do. Please feel free to call ###-###-#### or email me @ *****jenkins217@gmail.com Thank you!

  Business response

  06/19/2024

  I have talked to ***** this afternoon on 6/19/24. We have resolved the issue for her car. 

   

  Thanks 

  Craig S****

  General Manager

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I found a **** ******* ***** **** with a towing package for sale (online) at Kerry Hyundai in Alexandria Kentucky. I purchased the truck. Shortly after signing the purchase order, sales manager advised ***** **** did not have the towing package as advertised online. The sales manager stated they would make it right by ordering a towing kit and installing it. I agreed to this as I needed a truck to tow a boat I was purchasing. October 10th, 2023, we arrive for the towing package to be installed. After a couple of hours, we were advised the towing kit was installed but they forgot the wiring harness. I advised I traveled 1.5 hours for service. We agreed that the service department would order the wiring harness and we would get it installed along with the trucks first oil change. March 20th, 2024. I asked about bringing the truck in for the wiring harness so I could tow my boat. I was informed Hyundai had gotten the wiring harness but inadvertently sent it back and now was unable to get the wiring harness due to it being on backorder. The dealership advised they would follow up with me. This did not happen. May 14th, 2024. I called the dealership. Still no wiring harness or resolution. I asked them to order wiring harness from **** or ****** as I already paid once to get my boat towed and was getting desperate. I was told a manager who would follow up with me. I was never called. My boat needed maintenance and I had to pay for it to be towed to repair shop. I will also have to pay to have the boat moved from repair shop. The only reason I bought this truck was to pull a boat. I have owned this truck for 8 months and still cannot tow a boat. I purchased a truck with a towing package and did not receive one. An honest mistake or not it is still false advertising. I want the towing package I paid for installed. I also want to be reimbursed for my expenses for my boat being moved ($135.00 and counting).

  Business response

  05/29/2024

  This is a different dealership. We are two separate entities. Kerry Hyundai Alexandria is a separate business, but I will forward your concern to that location and ask they reach out to you for a resolution. BBB you can see in the complaint. Their concern is with Kerry Hyundai of Alexandria, not Kerry Hyundai of Florence.  

  Business response

  06/03/2024

  We have talked with ***** we have worked out how to get him the wiring installed and taken care of the cost. Thank you.

  Customer response

  06/05/2024

  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. 
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I bought a vehicle from Kerry Chevrolet in September of 2023 we got a 3 year extended warranty on it by January of 2024 we were already having problems with it it wouldn’t go over 10 mph I called them they refused to put me in a rental car they said they couldn’t even look at my vehicle til may 8th now the vehicle won’t even run and they are still making me wait until may 8 to look at it. I shouldn’t be making payments on a vehicle that doesn’t even run. I want a rental vehicle and I want my vehicle fixed or a new vehicle.

  2017 Hyundai Tuscon

  Business response

  04/19/2024

  I have made contact with our customer. We are meeting on Monday to resolve the issue and get her something to drive.  

  Customer response

  04/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was involved in a traumatic accident leading me to look for a new vehicle. I bought a **** **** ****** from the dealership and was instructed that it was in perfect condition, everything has been checked out, and updated. The two months following me buying the car I broke down on the side of the road 3 times leading to over 6,000 dollars worth of fixes becoming apparent. I am a broke college student who does not have money for these repairs and will be forced to lose out on thousands to now find another car. I am upset that I was misguided and feel that my safety was put into jeopardy at the expense of greedy salesman.

  Business response

  02/01/2024

  I have reach out and left a voice mail for a return call to discuss her concerns.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a **** *** **** very nice truck after 30 days discover it is leaking oil this should’ve not happened it’s coming from a Chevrolet Dealership that’s why I bought it from a dealership though I could trust them I feel like they did me wrong I’m on a fixed income and this is a very big financial burden thanks

  Customer response

  08/14/2023

  No it doesn’t have a warranty they never offered one to me

  Business response

  08/15/2023

  I have been in contact with *** ******. This is was the first we new of a problem. *** ****** and myself have worked out an agreement to have him bring the truck in so we can look at it and see if or what repair is needed. We will be scheduling the appointment tomorrow. If anything else is needed please let me know.

  Thank you

  Craig S****

   

   

   

  Customer response

  08/15/2023

  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. 
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company is never able to help or has available service. I had over 30k for a vehicle and it has 14k miles. The car has so many issues none oh which hyundai is willing to look at from 1 to 6 months out. When I ask what I'm supposed to do. They tell me just don't drive your car for 1 to six months.

  Business response

  07/14/2023

  I have reached out to Miss. Merida today. We have spoken today and have resolved the issue for getting her car in for an apointment when it actively is doing somrthing. She has agree with calling me to set any future apointment for her. We will be staying in touch next week. This should resolve the issue. Please let us know if you need anything else.

   

  Craig S****

  Kerry Hyundai 

   

  Customer response

  07/14/2023

  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. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have dealt with this company the last seven years since relocating from **********. I take both of my vehicles there for service and in 2020 purchased a brand new vehicle through this company. After an incident in ********, ******** due to construction leaving nails on the road, I had to have (2) tires replaced on my newer vehicle. Regrettfully, Saturday the tire was famged and lost all air. I called Kerry and spoke with Yaro who ordered a replacement tire and a few days later we scheduled an appointment with a quoted price of $360.00. Today, I called the dealership back to discuss warranty information, Cassie who is extremely rude, refused to help instead wanted to transfer me. When I asked if a manager was available she responded, "yes" however kept transferring me to voicemail and would not answer any of my calls. This company does not have a good rapport with service managers and they have changed service managers numerous times. However Cassie is always riude and uncaring, the sad thing is they are more concerned with money than taking care of their customers. I feel stuck dealing with this company and will have to wait until next week to get an appointment scheduled with someone else. However, I refuse to continue to schedule services with a company with such bad service. Cassie should be coached on how to speak with people, I assume only the car salesmen are trained to be nice to bring in more money! worse dealership in ***.

  Business response

  12/08/2022

  We have reached out to **** ****** to address any of her concerns. We are waiting for her call to resolve them.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 25, 2022 I dropped off my **** ******* ******* to see if my vehicle qualified for an engine replacement under my warranty. It took 2-3 weeks for the business to even tell me if I qualified, which I did. They said that they couldn’t start the repair until parts came in. Several weeks later, the parts finally came in but they are estimating in 2 to 3 weeks (as of July 27th) they can start the repair. I have not had my vehicle since May 25th. This business never explained to me that it could take months for this repair to actually happen. They also said they could not provide me with a loaner until it is fixed. I asked on multiple occasions. They do not call and update me throughout this whole process, I always have to call them multiple times to get any kind of answer. They were very neglectful in not informing me (the customer!) that they have been working on vehicles dropped off in MARCH 2022. I have spent thousands of dollars for rental vehicles since I haven’t had my car in over two months. I called customer service and have been assigned a case worker for my situation. I have gotten more information from my case worker regarding my vehicle than the Kerry *******. Not once have they ever given me an exact date of when they will start the repairs. They have my car sitting in the lot for over TWO MONTHS untouched and still not repaired! It is absolutely ridiculous. I am requesting some help to get my repair expedited. Sooner than 2 or 3 weeks from now.

  Business response

  07/29/2022

  I have reached out email and phone (Left Message)  to take care of any of her concearns.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My truck (**** ********* **** *******) was dropped off at Kerry for service 2 months ago. At first we dropped it off because the A/C wasn’t working and the truck was struggling to switch gears. After their diagnostic, I was told that the truck needed a new transmission. I contacted the company that issued my warranty, all parts and labor are covered under warranty. I’ve contact Kerry every week attempting to get an update on the truck. It’s been sitting in the parking lot so long that it now has a flat tire, and the truck wasn’t locked (my wife stopped by to get our stroller out of the truck and noticed the flat tire and was able to get into the truck). The original service technician I spoke to was Richard, who we were told quit. Then I spoke to Brian, who has been unavailable. Every time I call in I’m put on hold and the line disconnects. It’s impossible to get a date when I’ll have the truck back.

  Business response

  07/12/2022

  We are sorry that one of the parts was on back order. It sounds like you have talked to the service manager yesterday and have resolved any issues. If you have any concerns moving foward please let us know. 

  Thanks

  Craig S****

  GM 

  Kerry Chevrolet

  ###-###-####

  Customer response

  07/12/2022

  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. 
  
  Regards,
  
  ***** *************
  

*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. ↩