Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hyundai in ************ has had my vehicle for over 4 months. The issue is a recall of the engine by the manufacturer. Hyundai is dragging its feet in getting this resolved. I have spent thousands is car rental fees with no end in sight. Th manufacturer has requested multiple test, multiple times. The test have been completed along with any paperwork requested. The manufacturer is trying to make it seem like it's my fault the engine went bad when in fact it is theirs, hence the recall. It is a pre-owned vehicle and they keep asking me about maintenance to the vehicle before I had it. From 1/1/24 to 12/31/24 I probably had my vehicle/drove it less than 90 days out of the year because it was always in the shop due to Hyundai's horrible build of the vehicle. I have have a new transmission, new axle, new turbo sensor, and new serpentine belt replaced all last year. Now the engine is gone due to no fault of my own. It has been months and I am simply asking that they replace/fix my vehicle instead of giving me the run around. I am still paying a 510 car note on a vehicle that I haven't drove in months and haven't drove more than 90 days in the last 365 days.

  Business response

  01/08/2025

  We understand your frustration regarding the current situation as the warranty approval process from the manufacturer can be lengthy, depending on the details and extent of repair needed. Our service director, *****, will be reaching out to you today with a current update and resolution. Please accept our apologies for the extended time this has taken.

  Customer response

  01/14/2025

   
  Complaint: 22779882
  
  I am rejecting this response because:

  I have yet to hear an update. I understand we had inclement weather but that has passed. I was expecting a call at least Monday, no later than Tuesday and that hasn't happened. I would greatly appreciate some more communication as this has gone on long enough and I am still paying having to pay a truck note and a rental fee because I do not have my vehicle. 

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

  Business response

  01/20/2025

  Ms. ******* has been contacted and she and the service department are working on a solution regarding the retrieval of her maintenance records from service performed outside of the dealership. We are also in the process of securing her a rental vehicle from our fleet.

• Initial Complaint

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am extremely dissatisfied with the service I received at Homer Skelton Hyundai. I brought my 2016 Hyundai Equus in for suspension repairs under warranty on November 4, 2024, and my vehicle remained with the dealership for 38 days, during which time the repair process was plagued by delays, poor communication, and unresolved issues.Not only did the service department fail to fix the original suspension problem, but they also repeatedly ordered the wrong parts, causing significant delays. When I finally picked up my car, not only were the original suspension problems still not fixed properly, but a new issuea noise coming from the front of the vehiclehad appeared. The service department then claimed that the front rims are bent and that the car likely needs two new tires, neither of which were issues prior to bringing my vehicle to this dealership. They had 38 days to figure that out.Key Issues:Prolonged Repair Time: My car was kept at the dealership for over a month without resolution.Wrong Parts Ordered: The repeated ordering of incorrect parts delayed the repair process unnecessarily.Poor Communication: Despite my repeated follow-ups, updates on the repair status were inconsistent and unhelpful.Introduction of New Problems: My vehicle now has additional issues that were not present before the service.Lack of Accountability: The service department offered no satisfactory explanation or resolution for the ongoing *********** is clear that this dealership is plagued by mismanagement and a lack of professionalism. Homer Skelton Hyundai needs a complete overhaul of its management team to provide the level of service customers deserve. Furthermore, ********************** should seriously consider stripping its name from this dealership, as the current operations reflect poorly on the Hyundai brand.Based on my experience, I cannot recommend this dealership to anyone. If you value your time and money, avoid Homer Skelton Hyundai.Sincerely,******* ********

  Business response

  12/13/2024

  Mr ******** brought his vehicle into our service department with front suspension problems. The customer does not have a factory backed warranty in which he did not purchase from Homer Skelton Hyundai and therefore we had to follow the direction and process his warranty company required in order for the repair to be approved and payment made.  We apologize for the length of time it took and in the future, recommend Mr ******** address this with his warranty company to help expedite the repair of his vehicle as we can only move as fast as they will allow. Mr ********** statement regarding the wheel issue was only realized after the repair was completed and a test drive was performed.  We were only authorized to diagnose and repair the front suspension, but did make the customer aware of his wheel issue.

  Customer response

  12/13/2024

   
  Complaint: 22681126
  
  I am submitting this rebuttal to the response provided by Homer Skelton Hyundai regarding the prolonged repair of my 2016 Hyundai Equus and the subsequent discovery of additional issues after the vehicle was in their possession for an unacceptable 38 days.
  The dealership asserts that delays were caused by my warranty companys process and their own inability to proceed without specific approvals. While this may explain certain procedural requirements, it does not excuse the inefficiency and lack of proactive management demonstrated by the service department. Thirty-eight days to resolve a warranty claim and perform repairs is beyond any reasonable timeline, especially considering my consistent and diligent follow-ups. The burden of delay, therefore, rests squarely with the dealership for failing to manage the process efficiently and maintain adequate communication with all parties involved.
  The dealership further acknowledges that the wheel issue was discovered only after repairs were purportedly completed and the vehicle test-driven. This admission is alarming and indicative of a failure to conduct a comprehensive diagnostic evaluation during the initial inspection. My vehicle was in their possession for over a month, during which time the service department had ample opportunity to identify and address all issues. Their failure to do so raises serious concerns about the competency, thoroughness, and professionalism of their service operations.
  Moreover, the additional damage and the dealership's lack of accountability for its occurrence while my vehicle was in their care warrant further scrutiny. The bent rims and related problems were not present when I brought the vehicle in, and the dealerships attempt to shift responsibility for these issues onto me is both baseless and unacceptable.
  I respectfully urge the Better Business Bureau to hold Homer Skelton Hyundai accountable for the following reasons:
  Excessive Delays: The dealership failed to expedite the warranty process and left me without a vehicle for 38 days, causing significant disruption to my daily life.
  Negligence in Diagnostics: The delayed identification of additional issues after such an extended period demonstrates a clear lack of due diligence.
  Failure to Accept Responsibility: The dealerships attempts to absolve themselves of liability for damages that occurred while my vehicle was under their care are unprofessional and unjust.
  I request that the BBB thoroughly investigate this matter and ensure that Homer Skelton Hyundai is held responsible for their actions. I also ask that steps be taken to ensure that future customers do not experience the same substandard service and disregard for accountability.
  Thank you for your attention to this matter. Please let me know if further documentation or information is required to support my claim.
  
  Sincerely,
  
  ******* ********

  Business response

  12/13/2024

  Our dealership does not drive a vehicle in the condition the customers car came into the service department with. The vehicles front suspension was completely down and driving on a road or highway could cause further damage before repair. The dealership is not responsible for damage caused before arrival to the service department. Mr ********** car was repaired for what it came in for and under the guidelines of his warranty company. Any further assistance would require the customer contact his warranty company or the facility he purchase it from. 

  Customer response

  12/13/2024

   
  Complaint: 22681126

  I am writing in response to Homer Skelton Hyundais recent statement, which attempts to deflect responsibility for the issues that arose during the extended period my vehicle was in their care. Their assertions are not only inaccurate but also indicative of a lack of accountability for the damages incurred while my vehicle was under their control.
  The dealership claims my 2016 Hyundai Equus was "not in a condition to be driven" when it was brought in for service. This is categorically false. My vehicle was in excellent driving condition aside from the suspension issue, which was the reason for the service visit. The rims and tires were free from damage upon arrival, and any suggestion to the contrary is a clear attempt to evade liability for damages that occurred while my car was in their possession.
  It is troubling that Homer Skelton Hyundai would imply that damages identified after the repair/u2014including bent rims and a need for new tires/u2014were pre-existing. These issues were never present prior to service, and the condition of my vehicle when it was handed over to the dealership did not warrant such claims. Their failure to identify these issues during the initial inspection, compounded by their admission that these damages were discovered only after the repair and test drive, underscores their negligence.
  Additionally, their claim that the service was completed "under the guidelines of my warranty company" does not absolve them of responsibility for the mishandling of the repair process. The delays, mismanagement, and lack of clear communication throughout the 38-day period were entirely within the control of the dealership. Blaming my warranty company for their inefficiencies and prolonged repair timeline is both unprofessional and unwarranted.
  Homer Skelton Hyundais response reflects a pattern of deflection and disregard for customer concerns. I am not the only individual to experience such substandard service from this dealership; numerous other customers have documented similar issues over the years. This pattern of behavior is unacceptable and requires immediate attention to ensure accountability.
  Key Issues:
  Damages While in Custody: The dealerships failure to properly care for my vehicle resulted in additional damages, including bent rims and tire issues, for which they must be held responsible.
  Negligence in Diagnostics: The failure to conduct a comprehensive inspection during the initial intake is indicative of substandard service practices.
  Delays and Poor Communication: The 38-day repair timeline and lack of proactive communication further demonstrate the dealerships inefficiency and disregard for customer satisfaction.
  Pattern of Complaints: The dealership has a history of similar complaints from other customers, further evidencing systemic issues within their service department.
  Requested Action:
  I urge the Better Business Bureau to investigate this matter thoroughly and hold Homer Skelton Hyundai accountable for the damages caused to my vehicle and the substandard service I endured. Furthermore, I request that the dealership reimburse me for the additional damages and the inconvenience caused by their negligence.
  
  
  Sincerely,
  
  ******* ********

  Business response

  12/13/2024

  Our service director, ***** *******, will be in contact with Mr. ******** before the end of today. The goal of this call will be to talk thru the customers complaint and find a resolution that is satisfactory for both parties. 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My statement is truly going to be unbelievable I have been working with Hyundai In Olive branch they have had my car for a year and a hair it took us Uber 8 months for them to give us a loan a car it has been one of the most stressful process I have ever been in they always want their documentation to keep app for their vehicle they always want you to submit all the information that you need to submit to them which I have done we have been going around and around who keeps someone's car For over a year and a half the car went out and it only had ***** miles on it we bought it brand new were told on several occasions

  Business response

  07/08/2024

  On 4/10/2023 the vehicle came in with noise from the engine and the engine was replaced. After the engine was replaced, Hyundai is requesting we do additional work on the vehicle which will also be covered under warranty.  Customer has been in a loaner car since 10/11/2023.  The customer has not been out of pocket for any of the above work performed by us as Hyundai Motors has covered all repairs. If the customer has any expenses that we are our unaware of, please have them contact ********************* at the dealership and we will assist them on applying for reimbursement of monies owed. 

  Customer response

  07/08/2024

   
  Complaint: 21947202
  
  I am rejecting this response because:
    Who keep someone car that long, this is so very stressful for my family 
  Sincerely,
  
  *****************

  Business response

  07/08/2024

  I am not sure what the customer is asking for in addition to ********************** ************* covering all costs related to the repair and a rental car at no charge. As stated on our most recent response, please call us with how we can help. Without knowing what else is expected, we cannot help any further .  

  Customer response

  07/09/2024

   
  Complaint: 21947202
  
  I am rejecting this response because: You have had  my car for 14 months are you for real 
  
  Sincerely,
  
  *****************

• Initial Complaint

  12/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got my car towed to Homer Skelton Hyundai on November 14,2023 because my check engine light was on and my car loosing power. I was told by Hyundai engine that it was on recall but when it got to the homer Skelton shop I was told it wasnt so I told them to look at it and fix it if they could which I have a Hyundai Sonata. They sent me a message that same day so I could track my car service it hasn't shown me anything so I called them bout 2 to 3 weeks later first they asked me what's wrong with my car which I didn't understand that question because it's in you guys shop so I thought you would be telling me what's wrong with it I told them what I knew so they said they would call me when they find out something. So I called them this past Monday I called they directed me to my agency ******* who told me my car was in shop as we speak and she was waiting on them to tell her what's wrong and she would call and let me know. Well by that Thursday no call or email so I called them back and this time they asked me again what was wrong with it I'm frustrated at this point because if my car was in the shop Monday you guys should be telling me what's wrong with it now I feel like I'm getting scammed again this is my only ******************* I'm still paying car notes on it I'm very dissatisfied with this service and will never bring my vehicle here again when you call and check on your car they have the audacity to have a attitude about your vehicle they you have to pay for they repair shop is horrible

  Business response

  01/26/2024

  
  Better Business Bureau
  *******************************************************
  Phone: ************
  
  *************
  Homer Skelton Hyundai
  *************************
  ************, ** 38654
  Phone: ************
  January 26, 2024
  
  Re: Complaint from ********************************* - Case #********
  
  Dear Better Business Bureau,
  
  Hello, In response to the recent complaint filed by ************************************* regarding her experience at Homer Skelton Hyundai. I would like to provide a detailed explanation of the events in question to address her concerns.
  
  ******************** brought her vehicle to our dealership on November 14, 2023, due to concerns about her check engine light being illuminated and a noticeable loss of power in her Hyundai Sonata. Upon her arrival, our team informed her that there would be a diagnostic charge of $150.00 to inspect and diagnose the issue with her vehicle. We subsequently sent her a request to approve this inspection.
  
  However, it is essential to note that there was a delay in receiving approval from ********************** for us to proceed with the diagnostic process. Approximately two weeks passed before we received her approval to diagnose the vehicle. During this time, we were unable to initiate the diagnostic procedure, which resulted in a delay in identifying the root cause of the issue.
  
  Upon conducting the diagnostic assessment, it was determined that the issue with ************************ vehicle was not related to a recall as she had initially suspected. We communicated this information to her promptly, and at her request, she retrieved her vehicle from our dealership.
  
  We understand and acknowledge ************************ frustration with the delay in obtaining her approval for the diagnostic inspection. We apologize for any inconvenience this may have caused her. We always strive to provide our customers with efficient and transparent service, and we regret that we did not meet her expectations in this instance.
  
  As the General Manager of Homer Skelton Hyundai, I take customer feedback seriously, and I assure you that we will use this situation as an opportunity to review and improve our communication and approval processes to ensure a more seamless experience for our customers in the future.
  
  Please convey our apologies to ******************** for any inconvenience she may have experienced during this process, and assure her that we value her as a customer. If there are any further concerns or questions from ********************, please do not hesitate to reach out to me directly at ************ or ******************************** and I will be happy to address them promptly.
  
  Thank you for your attention to this matter, and we appreciate the Better Business Bureau's role in facilitating resolutions between businesses and customers.
  
  Sincerely,
  
  *************
  General Manager
  Homer Skelton Hyundai

  Business response

  01/26/2024

  Please see attached 

  Customer response

  01/29/2024

   
  Complaint: 21052099
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************************* I did not wait 2 weeks to respond it took them weeks to respond I talked to someone and told them to go head with the diagnosis everytime I call it was a different answer on top of when I took my car there it wasnt making any noise but when I picked it up it was loud I asked why was it loud and was told my catalytic converter has a hole in it but I didn't understand how it got a whole in it when it been sitting at their shop since November 

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2018 ******* Sonata the issues I have my problem with my car is the oil this problem has been going on for over a year I have went through there oil test twice were they ask you to check your oil everyday to see if it go low within a **** miles mines was low within a week they had to replace part and that didn't solve the problem I can go on and on there service people don't know how to talk customers I a tech tell well we covering the motor and you don't have warranty you could have been in a Chevrolet well on that note I am still waiting on the motor and getting the run around

  Business response

  12/28/2023

  I wanted to address your recent complaint filed with the Better Business Bureau regarding the ongoing motor-related issues with your 2018 Hyundai Sonata.
  I apologize for the inconvenience and frustration you've experienced during this process. We value your loyalty and understand the importance of resolving your concerns promptly.
  Your vehicle's motor replacement was completed on November 21st, 2023. We acknowledge that it took longer than expected, and we appreciate your patience.
  Regarding your previous interactions with our service personnel, we regret that you felt disrespected, and we will address this matter internally to ensure better customer service moving forward.
  If you have any questions or need further assistance, please don't hesitate to contact me directly at662-893-1688
  Thank you for choosing Homer Skelton Hyundai, and we look forward to ensuring your vehicle performs at its best.
  
  Best regards,

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

  General Manager

  Homer Skelton Hyundai

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought a 2023 hyundai ******** from the dealership and after a couple days I noticed a problem with the front of the vehicle an at that time I took it back to them the service advisor ************************* told that they was going to order part and i've been waiting every since 10/03/2022 he has been giving me the run around every since

  Business response

  02/15/2023

  We sincerely apologize for the delay, a small series of events caused the delay in receiving the correct bumper for the 2023 Santa Fe. Originally we received the wrong bumper from the manufacturer, it was given to the paint shop and began the process. 

  This is what caused the major delay. The correct bumper was on back order which also caused another delay. We have since received the correct bumper and parts which were taken to the paint repair shop on February 7th. Once completed, will finish assembling and return.    

  Customer response

  02/15/2023

   
  Complaint: 18957478
  
  I am rejecting this response because: *************** told me last month that the bumper was and I haven't heard from him since January 16
  
  Sincerely,
  
  ***************************

  Business response

  03/17/2023

  We are so very sorry for the delay on the parts needed to repair the vehicle. Unfortunately, all the requested parts were not correct and took some time from the manufacturer.

  Those parts have since been received and vehicle is in the finishing stages at the body shop.

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

  General Manager

   

  Customer response

  03/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

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

  *******, ** 38128

  
  

  Customer response

  10/31/2023

   
  I have a 2023 Hyundai Santa fe I took it in about the bumper back in March of this year and they replace the bumper I got the car back in may or June now the bumper is pealing I contact the the dealership and talk to ****** my service advisor last week and they said they were going to get back with me and I haven't heard anything from them this is my only vehicle I paid to much for this new car to be having these problems

  Business response

  11/20/2023

  Hello, we sincerely apologize for the inconvenience and frustration you've experienced with the bumper repair on your 2023 Hyundai ********. Your satisfaction is of utmost importance to us, and we are committed to resolving this issue promptly.
  
  Upon receiving your BBB complaint, we reached out to Olive ****** Auto Body, ************, the shop that completed the original bumper repair. We understand that your vehicle is your primary mode of transportation, and we deeply regret any inconvenience this situation has caused you.
  
  Our service advisor, *************************, is aware of your concerns, and we have taken steps to address the issue with urgency. We have contacted the repair shop to expedite the process of rectifying the peeling bumper issue.
  
  To ensure a smooth resolution, connecting both parties, Olive ****** Autobody, and ****************, to schedule a convenient day and time for the repair to take place. Our goal is to have your bumper repaired promptly and to your satisfaction.
  
  Once the repair appointment is scheduled, we will communicate the details to you promptly, ensuring that you are fully informed every step of the way. We understand that you have invested in your new car and expect it to be in pristine condition, and we are committed to making that happen.
  
  We truly appreciate your patience and understanding as we work to resolve this matter. Please feel free to reach out to us if you have any further questions or concerns. Your feedback is essential to us, and we are dedicated to providing you with the best possible service.
  
  Thank you for choosing us as your automotive service provider, and we look forward to restoring your confidence in our services.
  
  Sincerely,

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

  General Manager

   

  Customer response

  11/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

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

  *******, ** 38128

  
  

  Customer response

  11/21/2023

  I have talk to Mr ************ at the dealership and I'm still getting the run around about my car

  Customer response

  11/22/2023

   
  

  From the CONSUMER:

  Sent 11/21/2023 6:06:10 PM

  I have talk to Mr ************ at the dealership and I'm still getting the run around about my car

  Customer response

  11/22/2023

   
  

  From the CONSUMER:

  Sent 11/21/2023 6:06:10 PM

  I have talk to Mr ************ at the dealership and I'm still getting the run around about my car

  Customer response

  12/05/2023

  I feel that my car was ship and it came in damage and they call there's self fixing an it's still not fix and I have not head from since 

  Business response

  12/07/2023

  We sincerely apologize for the inconvenience you've experienced with the peeling paint on your vehicle, despite our previous efforts to address the issue. Your satisfaction is of utmost importance to **, and we are committed to resolving this matter promptly. We have initiated the process of scheduling the necessary repair at a different, reputable body shop to ensure a lasting solution. Rest assured that we will work closely with you to coordinate this repair and keep you informed throughout the process. We appreciate your patience and understanding in this matter, and we are dedicated to ensuring that your vehicle is returned to you in impeccable condition. Our service manager *********************, and service advisor *************************, has reached out to schedule repairs. 

  Customer response

  12/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

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

  *******, ** 38128

  
  

  Customer response

  01/22/2024

   
  

  I been going back and forth with dealership about my 2023 hyundai ******** the service manager told me its was going to be the first of the year and I have not heard from them I would like to reopen my case my complaint number is 18957478

   

   

  I have a 2023 Hyundai Santa fe I took it in about the bumper back in March of this year and they replace the bumper I got the car back in may or June now the bumper is pealing I contact the the dealership and talk to ****** my service advisor last week and they said they were going to get back with me and I haven't heard anything from them this is my only vehicle I paid to much for this new car to be having these problems
  

  Business response

  02/14/2024

  We are in receipt of all that is needed to complete **************** Santa Fe for repair. Need to speak with **************** to set up day and time that is most convenient to have his vehicle to the body shop. 

  Customer response

  02/14/2024

   
  Complaint: 18957478
  
  I am rejecting this response because: they always they are waiting on me to contact them some they can set up a date and I have talk to them and toke it to the body shop but they still haven't sis anything 
  
  Sincerely,
  
  ***************************

  Business response

  03/07/2024

  From the Business on Wednesday, February 14, 2024
  We are in receipt of all that is needed to complete **************** Santa Fe for repair. Need to speak with **************** to set up day and time that is most convenient to have his vehicle to the body shop. 

  Customer response

  03/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

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

  *******, ** 38128

  
  

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new ******* **** for $68,589.75. Second day of having vehicle we noticed that the paint appeared to be two different colors. Inquired with the salesman/********************* that vehicle looks two different colors on driver and passenger side and he reassured us twice there's nothing wrong with the paint. The longer we kept the vehicle it became apparent that the vehicle had a defective paint job. Took vehicle to two different body shops and they confirmed there's a defective paint job. On 9/2 presented concern in person to *************************** and service ***** Husband spoke with ******* to advise misled information was provided to us regarding paint and a new car replacement was requested. ******* told spouse that he is going to speak with some people and call us back. **************** disregarded returning call for 7 days. We called ******* ******** care on 9/9 filed a complaint. Thirteen days of no communication from ******* regarding complaint. 9/21 received call from ****** at *******. This dealership is conducting unfair and deceptive practices with failure to emulate what they advertise, which is our mission is to provide a worry-free experience and be there when you need us. Customer satisfaction is priority. The conduct we were subjected to from *************************** was dismissive and disingenuous. We thought this was a dealership that respected us and the business we gave them. We referred a friend and they bought a car. The dealership/***************************/******* is very self-centered with offers that is predatory as a solution. We would have never purchased this vehicle if we were aware on 6/7/22 that the new car came with a defective paint job, horrible ******** service, psychological manipulation, and lies. We paid new car price, we are requesting for a new car without disassembling, after market paint and even more depreciation with the value due to repair of defective paint from manufacturer. We are not the cause of this dysfunctional problem.

  Business response

  10/03/2022

  *********************** addressed this concern with understanding, respect, care and compassion. ************** was notified and have offered correction of the factory defective discoloration of the paint. 

  The request for a new replacement vehicle has been forwarded to ******** we are waiting for response from ************** of *******.

  We would not, (and do not) sell vehicles with any any known factory defect. We do not conduct business in such a manner as described within this complaint. We addressed the concern and sought for a remedy.

  We notified our customers of the solution which was offered to ** by ************* of *******. When we were told that was not an option by our customer, we notified the proper point of contact at *************.

  We continue to seek resolve on behalf of our customer.  

   

   

  Customer response

  10/03/2022

   
  Complaint: 18153310
  
  I am rejecting this response because: We are customers that were gaslighted.  We were presented a self- centered predatory offer for a problem that is the manufacturer fault.  I paid new car price expecting a non-problematic vehicle.  There is no legitimate or justified reason in requesting of us to paint a vehicle, when we simply asked for a new car without defects.  This dealership lied about the paint, returning phone calls and they expect to keep $68,589.75 for a defected paint job on a new car.  This is considered a repair and will cause the value to depreciate more.  As I mentioned I inquired about this issue the second day of having the vehicle and was provided misleading information. They have failed to provide a fair conflict resolution.  ******* went 21 days of failing to respond to this issue.  After calling numerous times after 21 days that's when they decided to respond.  We have had little to no communication with this organization. 
  

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

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/23/2022, my Hyundai 2011 Sonata Vin #5npec4ac3bh089842, was picked up by ************, ******************************************************, (phone #************). I called Homer Skelton Hyundai Service depart. and I was told that my car was not there. ************ *** informed me they had dropped my car on there property. It was three hours later the service ***** confirmed they had my car. I was informed by the service advisor that if I drop my car off and leave all day they could get around to service my car. This information suddenly change when my car was brought into the service depart. My service advisor informed me that it would be up to 30 days before they could diagnose my car and I was #** in line. Every week I tried calling, but the service depart. will not answer their phones, return phone calls. I left several voice messages with the service manager, but I was informed he was no longer employed with the company. On 9-2-2022, I went to Homer Skelton Hyundai to check on my car; my window was down and it had rained all inside my car. I did complain "why no one placed any plastic on the window" their reply "they did not have any plastic to place on my window". I taped my own window while I was there. My service advisor told me that since I was there my car in line had gone from ** to number 20 and it would be at least another two weeks before my car get a diagnosis. I called Hyundai Corporate *************, and I received a case #********, but no one has called me. I tried calling Homer Skelton Hyundai again on 9-12-2022, (no answer no voice mail). On 9-13-2022, **** answered the phone and I asked to speak with my service advisor. I was placed on hold and the phone rolled back over to the main line constantly. I left a voice message for ***************, (General Manager), but no call back. Better Business Bureau please help me get my car repaired. I need to know what's wrong with my car.

  Business response

  09/27/2022

  Vehicle is in the process of being repaired and line of communication corrected. 

  I am so sorry for the experience, I've reviewed immediately all of your concerns (which are my concerns as well) with the service advisor as well as the service manager. 

  Processes have been implemented to improve our services. 

   

   

   

   

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im still having the same problems with my vehicle. Hyundai Homer Skelton thats the location,I went to get my car service on . They told me I need another tuneup and I had a oil leak. I got a tuneup in 2021 and one back in March I shouldnt need a tuneup every year . I got the service done and Im still having problems with my car. My vehicle is not keeping oil in it . My car shakes, knock, jerks sometimes when I start the car and the check Engine light pops on . All this is coming from the Motor. I been having these same issues since I bought the car new . I been coming out my pocket for different service and its not fixing my issues. I have spent over **** dollars trying to fixed my car over the years thats not including the rental cars fees and the inconvenience of my time when I had to make arrangements to get to work .

  Business response

  08/10/2022

   

  I understand how hard it is when your vehicle goes down for repairs, it is very troubling.

  Our technicians have diagnosed and performed maintenance on your vehicle based on each concern individually. 

  I am truly sorry for the troubles your vehicle has experienced. 2016 Hyundai Sonata with ******+ miles.

  Our records begin in 2016, I've reviewed the invoices showing repair history, recommendations approved by you or recommendations declined by you.

  I'd like to have one of our certified Hyundai technicians review the invoices and repair history of your vehicle. Also, review most recent findings and any remedy available.

  as for you to have a more clear understanding .

  Thank you for your confidence over the years caring for your 2016 Hyundai Sonata. 

   *************

  General Manager

  Homer Skelton Hyundai

  Customer response

  09/17/2022

   
  Complaint: 17609658
  
  I am rejecting this response because: I been telling ****************** / mechanics for years that something was wrong with my vehicle. This was before the pandemic. I never rejected any services. I have spent thousands of dollars to get my car  Service on . Whatever your mechanics did to my vehicle didnt solve the issue. I also told the ****************** that Ive been having motor issues . However everyone ignore the issue. Your ****************** said it was other things going on with my vehicle. Ive got a tune up multiple times and oil pan replace . After all of the headaches on getting my car Service on, that still didnt solve the issue. I been without a vehicle for months, I never could get a loaner car from you all . And dont say its because of a shortage because before the pandemic I couldnt get a loaner car. Im really upset because **** waited until August 22 to tell me my Motor was about to go out and theres nothing that yall could do.  Your  dealership couldnt take any more cars.  Your dealership rejected me. After I spent all of my money.  I been bringing my vehicle to you all since I bought the car brand new . 
  
  Sincerely,
  
  *************************

  Customer response

  10/07/2022

   
  Complaint: 17609658
  
  I am rejecting this response because:Complaint: 17609658
  
  I am rejecting this response because: I been telling ****************** / mechanics for years that something was wrong with my vehicle. This was before the pandemic. I never rejected any services. I have spent thousands of dollars to get my car  Service on . Whatever your mechanics did to my vehicle didnt solve the issue. I also told the ****************** that Ive been having motor issues . However everyone ignore the issue. Your ****************** said it was other things going on with my vehicle. Ive got a tune up multiple times and oil pan replace . After all of the headaches on getting my car Service on, that still didnt solve the issue. I been without a vehicle for months, I never could get a loaner car from you all . And dont say its because of a shortage because before the pandemic I couldnt get a loaner car. Im really upset because **** waited until August 22 to tell me my Motor was about to go out and theres nothing that yall could do.  Your  dealership couldnt take any more cars.  Your dealership rejected me. After I spent all of my money.  I been bringing my vehicle to you all since I bought the car brand new . 
  
  Sincerely,
  
  *************************
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I went to this dealership to purchase a new car. I told the salesperson (CH) that I am looking for a SantaFe Hybrid. I was told that the dealership is expecting an allocation list in the coming days and SantaFe Hybrid will be there. CH mentioned there is a hybrid Tucson coming in Aug and given the quick booking, I should put the deposit on whats available (OK but not what I prefer). The deposit will be transferred to SantaFe when the allocation is available - ETA for allocation was 24-48 hours. I made the deposit over phone the next day and requested CH to transfer this deposit as soon as he gets the Hybrid SantaFe. I then received a deposit receipt in the email which had "non-refundable" clause circled. Over the call, I was not informed that this deposit will be non-refundable. Trusting this dealership, I waited for 2 days to get the allocation. Seeing no allocation and surprised by the non-refundable clause that was never mentioned - I tried reaching to CH to request a refund. Not able to get him on phone, I went to the dealership to discuss this in person. CH deferred the next steps to his general manager( DR) who said that he will listen to the recording and will refund the money if he finds that it was not mentioned as non-refundable. He also mentioned he will try a dealer-trade to get a Santa-Fe. No response once we left the dealership. I made repeated calls over next week, got a hold of another manager (JB) who said that he will check with DR and get back by EOD. Never heard back from JB either. On Friday, the receptionist took my msg and said DR will get back to me once he is in the office. I did not call them on Saturday knowing that dealerships are busy in sales. When I called them today (Monday), I was told that DR is on vacation and someone else will get back to me. The day passed and again I didn't hear back. I have been asking for refund of my deposit - on a car that is not even on their lot. This dealership has violated a customer's trust.

  Business response

  07/12/2022

  Very sorry for the mis-communication. I have spoken to our General Sales Manager, *****, and concurred to refund  deposit. 

  Due to inventory shortages in the industry, there is a high demand for new vehicles. We, as many others, have gone to a reservation/deposit

  on inbound vehicles. We attempt to clearly explain up front the processes and stipulations behind a deposit. It takes the vehicle out of the market. 

  Unfortunately, we failed to either discuss it clearly, or not at all. We will refund.

  My apology,

  **** ****

  General Manager

  Homer Skelton Hyundai

  Genesis of Olive Branch

  Customer response

  07/13/2022

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

*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. ↩