Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used car from Luther Bloomington Hyundai on October 31st. Upon purchase, I was assured that the car would undergo a thorough inspection, and any issues identified would be addressed before delivery. However, after receiving the car, I discovered that the dealership did not fix several key issues outlined in the inspection report. For instance, the report indicated that all three wipers needed to be replaced, but this was never done. Since taking possession of the car, I have experienced a series of ongoing issues. Despite sending the car back to the dealerships service center multiple timesnearly 20 days in totalmany problems remain unresolved. In the 10 days I had the car, I noticed additional issues that were not present before. I have had to return the car for repairs at least 4-5 times, but each time more problems emerge, and many of the original issues are still not fixed.Most concerning is that after two separate inspections, I discovered that issues like the suspension, which should have been checked thoroughly, were not addressed. For example, when I took the car in for a suspension and alignment check, I found the suspension was not correct, which should have been caught during the inspection.The car has been in the service center for the majority of the time since my purchase, and the constant cycle of bringing it in for repairs only for new issues to arise is extremely frustrating. I have lost confidence in the dealerships ability to properly inspect and repair the vehicle.I am now seeking assistance from the Better Business Bureau to address this matter. I request either a comprehensive and proper repair of the vehicle, a replacement with a fully functional car, or an exchange for a different model altogether. The ongoing issues and lack of resolution have caused significant inconvenience, and I feel the dealership has failed to provide the service promised.

  

  Business response

  12/02/2024

  Thank you for communicating this complaint.  We have been and are in process of fixing every one of the customers issues.  Here is a summarization of things that have been done thus far.  The vehicle is our possession, and we are bringing it to our VW store to do an alignment on the vehicle.  Weve done paintless dent repairs on the side of the vehicle, repainted blemishes, resurfaced wheels, replaced side mirror, loose panel on interior has been repaired, installed new sunglass compartment because original was jammed. The team at Luther Bloomington Hyundai is doing everything possible to make this customer happy. It is a pre-owned vehicle, and the customer is requesting that we make it brand new.  The vehicle was reconditioned for safety items before the time of sale.  If cosmetics were such an issue, we wish that this was brought up during the sale.  We are all over this situation and will continue to service the vehicle to the customers standards. 

  **** *****

  General Manager

  Luther Bloomington Hyundai

   
  

  
  

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After I came back from service, my car started leaking engine oil. It has completely destroyed my garage floor. When I opened the hood to inspect what's going on, the engine cover was floating around, they didn't even bother to reinstall that. I tried looking underneath to see if I can where the leak is coming from, it looks like the filter housing cover has not been put back in place either. All of this on top of the service taking more than 2.5 hours where it was supposed to take 1 hour 15 mins (I had a scheduled appointment). I wonder if they put new filter in at all given the amount of oil that is leaking. I have called them several times and all they say is, they are trying to get me in urgently and the best they can do is 3 weeks later.

  

  Business response

  11/17/2023

  Mr. *********************,

  Im very sorry to hear that you are experiencing issues with your vehicle after servicing your vehicle at Luther Bloomington Hyundai. Please bring your vehicle by at your earliest convenience. You do not need to wait 3 weeks to come back. We would be more than happy to take care of this for you. Please let myself or your service advisor know when you can stop in. Again, I sincerely apologize for the inconvenience and want to make this right for you.

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

  General Manager

  Luther Bloomington Hyundai

   

  Customer response

  11/17/2023

   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.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2023 Hyundai ****** from Bloomington Hyundai, on 07/08/2023. I am from *******, **. so all my communication with salesman *************************** was by email or phone, I made it clear to him more than once that I did not want any add on's to which he always said fine. After getting home from purchasing the vehicle, I see the window sticker has $610 of add on's including floor mats, cargo net, first aid kit and mud flaps, because I purchased better quality after market stuff this is $610 worth of stuff I will be throwing away.

  

  Business response

  08/06/2023

  We have corresponded with ******************** and explained how port installed options work and that the additional items were not added by the dealership but instead the manufacturer.  We came to an agreement to reimburse the guest for his outside purchase of all season mats for the driver and passenger side. In addition we are mailing all season mats at no charge for the back seat.

  Thank you,

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

  General Manager

  Luther Bloomington Hyundai

  Customer response

  08/07/2023

   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.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a new Hyundai Tuscon Hybrid from Luther Bloomington Hyundai in the end of August 2022. Three weeks ago the airconditioning unit went out and when I took it in to be evaluated they determined the car had a faulty airconditioning condenser unit. They have said they ordered the part however, to date this has not arrived. I have called repeatedly with no response. I returned in person to the dealership this past Saturday July 15th and spoke to the manager. He was rather dismissive about the issue and stated that he would call on Monday to give me an estimated time frame for the part. I was contacted by someone in service who again told me there was no estimated time frame for the part to come in. I was also told by th manager that I could possibly get a rental vehicle, however, when I spoke with them on Monday they said there are no vehicles available. Due to excessive heat conditions this summer it has been difficult to drive the vehicle any distance. Apparently the delearship feels it is acceptable to allow the problem to go on indefinitely. I am falso unable to take this vehicle on vacation until this problem is resolved. I believe buying a brand new vehicle warrants some attention by this dealership to come to some resolution if this part does not arrive in a reasonable amount of time. I am now approaching week 4 with this issue.

  

  Business response

  07/31/2023

  We are contacting the guest ASAP to provide a service loaner while waiting for her parts to arrive.  Our apologies, I thought this was already handled.

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

  General Manager

  Luther Bloomington Hyundai

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Damaged car. Not doing warrantied work. Will not answer phone calls or emails, or return voice messages.

  

  Business response

  01/20/2023

  We have been attempting to reach this customer since this complaint came through on 1/17/2023, with no luck.  We have called and texted.  We will continue to reach him and come up with a resolution for the guest.  

  Thank You,

   

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

  General Manager

  Luther Bloomington Hyundai

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

*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. ↩