Complaints

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2023 ioniq 5 from Barnes Crossing Hyundai in Tupelo, MS on 1/1/24. VIN: *****************. During the process of buying the car, I was told I was going to get a free EV charger and discount towards the installation. I was told it by the saleswoman. I was told it by the person who financed my loan. I was told it by one of the other salesman (son in law of the owner) who was talking to my parents and me while we were waiting. I was told I was going to get an email with information. After 3 weeks or so of waiting, I contacted customer service since I never got a coupon code or email. A week later they told me I didn't qualify. I was confused and asked why and they said it's because I didn't finance from Hyundai. This confused me because I got my loan directly from the dealer. After talking with my saleswoman, I found that I did finance from PNC not Hyundai, however she (and everyone else there) was unaware that was a qualification. I don't believe they were lying to me to get me to buy the car. I was actually very satisfied with my experience at the dealership. However, I think Hyundai should honor their commitment to giving me a free charger. I have been trying to contact them multiple times and gotten no responses from corporate other than why they initially denied my claim and that is why I am on here.

  Business response

  02/28/2024

  Thank you for contacting Hyundai Motor America (“HMA”) Consumer Affairs. We appreciate the opportunity to hear from Hyundai vehicle owners but regret the circumstances that prompted the contact. Based on the provided details, we must redirect the customer’s concerns to Hyundai Motor Finance Retail Customer Service at ************.

  Business response

  02/29/2024

  Hyundai Motor Finance (HMF) has identified that this was routed to the incorrect company. Please follow up with the vehicle manufacturer Hyundai Motors America (HMA) for any concerns related to the vehicle and safety recalls. HMA can be contacted by phone at 1-************.

  Customer response

  03/08/2024

  I was told that there would be a follow up and an email which I never got. I’m going to attempt to talk to the other group to see if they can provide any help.

  Business response

  03/12/2024

  Hyundai Motor Finance (HMF) has identified that this was routed to the incorrect company. Please follow up with the vehicle manufacturer Hyundai Motors America (HMA) for any concerns related to the vehicle and safety recalls. HMA can be contacted by phone at 1*************. 

  Business response

  03/13/2024

  Thank you for allowing us an opportunity to review the situation further. We would be unable to assist as this customer did not finance the vehicle through HMF. We could not locate an account for customer name or VIN number. As we do sympathize with the customer, Hyundai Motor America does believe the original position to be correct. We regret to inform you that unless additional information is available Hyundai Motor America’s position will remain the same.

  Customer response

  03/14/2024

  I do not accept the explanation. Especially after all the irritation and time spent trying to get a solution. I bought my car on Jan 1st. It’s now past two months and every person I’ve talked to has told me to talk to someone else and I get looped back and forth. If Hyundai thinks it is fine to trick people into buying a car with the promise of getting a rebate or in this case a free EV charger plus installation credit and cancel it when a customer unknownly purchases the car incorrectly that voids the deal, that is a bait and switch and I want that reflected on the BBB. My role as a customer was to do research on the car and know how much I was going to pay for it. I went to the dealership, was given an offer sheet, and bought the car and was told that if I financed through the dealership I would get the rebate. It was not my responsibility to know that the dealership used multiple banks for financing. If they would like, they could provide me with a credit and I will use it towards purchasing the charger and installation. $1500 feels like a correct amount for all the inconvenience. If no rebate is coming, then I can close this and just want it on record of a bait and switch. 

  Business response

  03/15/2024

  As we do sympathize with the customer, Hyundai Motor America stands behind the decision provided. We truly regret a more favorable response is not possible. If additional information is available, please allow us to review that information. At this time, we are not in a position to provide further assistance to the customer.

  Customer response

  03/19/2024

  I have provided the sale agreement. As you can see, there is no indication that I was not going to use Hyundai for my financing. I assumed I was since it was through them. They however used PNC bank without telling me. 

  Business response

  03/20/2024

  At one point Hyundai was advertising a free charger and installation assistance on Ioniq's. It was an incentive that was available on the unit he purchased prior to Hyundai giving "final pay" on that unit. Final Pay is when a model year will no longer be supported by new car incentives and rebates. We took Final Pay on this unit prior to Mr. ****** purchasing this unit. I remember talking to Mr. ****** and his parents on the showroom floor. I do not remember telling Mr. ****** that he would in fact get a charger. However, this conversation was nearly three months ago in our busiest week of the year. I do remember it being a topic of conversation as to whether or not he would get one because we had received final pay on that car. I called my Hyundai rep who told us it would not qualify for it. I do not remember agreeing to provide Mr. ****** a charger at the dealerships expense. If we would have, it should have been on a "we owe." I understand that this was a confusing situation for the customer who had seen advertisements by Hyundai advertising free chargers. This is the first time I have been asked about the situation since the customer purchased the vehicle. It is my understanding that he reached back out to our salesperson in February and did not get a clear answer. After reading this complaint, I called the customer and was forwarded to his voicemail. The customer has my cell phone number. I am willing to pay for a charger equivalent to what Hyundai was advertising at the time the customer made his purchase. 

  Customer response

  03/29/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received a check for the charger and I am satisfied with result. I appreciate Barnes Crossing Hyundai fixing the issue I had with Hyundai Corporate. This complaint can be closed.

  Regards,

  **** ******

   

• Initial Complaint

  02/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  First off, this dealer has made an enemy of mine because the employees are not as friendly and the ** never answers or writes back when a letter is written. Plus the sales people that I have dealt with in the past, except for one was crooked.It all started when a vehicle I brought in for a quote to repair (A vehicle I bought there) and a salesman and someone from the shop came out and said the engine and transmission was about to go out, but all it needed was a catalytic converter. They forced me and my sister into a new vehicle when they clearly stated that they were not going to hand over my keys to get a second opinion. My sister and I clearly stated that we needed a vehice with a good ground clearance but they put us in a car that was low to the ground. That car wrecked itself when a steering component broke one night after taking it in several times to be looked at.Now recently the last car i got from them before I could no longer afford it since the sales people did not listen and then added on more to it for a higher car payment. I gave up after 1 attempt because the dealer shop doesn't really care about the service preformed and the car was eating fuel badly.The last straw was when I got a flier in the mail from them in October of 2022 to upgrade the car to the next year model and have a lower payment, it even had I would get approved on it, but that never happened. I still receive the fliers in the mail today even after going and complaining and had them remove my address from their systems.The whole deal with this dealership has turned me away from wanting to buy another vehicle from them due to the sales people not listening to the customer (I am not the only one) and just collect new vehicle sales commission, the service department doesn't seem to diagnose the issue correctly, and the office people not caring what is going on around The car I have now is much better fuel wise but still not what I need due to ground clearance.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/31 I traded in a 16 GMC Yukon & purchased an 18 Infinity qx80. After test driving the vehicle, the check engine light. When asked, told it was minor and would leave at the shop to be fixed. Vehicle returned on 8/3/23. Upon receipt of "a fixed vehicle" while driving to ** on the same day the vehicle began making a loud popping noise. The vehicle was put in the shop in ** and diagnosed with needing wheel assembly and fixed. The car was put back in the shop on 8/16 due to check engine light on again. The car remained in the shop until 9/13. During this time the dealership refused to provide any updates on the vehicle progress. On 9/17 I reached out to the salesman and reported the vehicle engine light back on, along with many other lights on the dashboard. The salesman then agreed to "get out of the vehicle." Due to late payoff of the GMC, lender reported account delinquent destroying my credit. Instead of canceling the deal or an even trade, I was asked to increase my payment by hundreds of dollars. I spoke with the General Manager, who was VERY DISRESPECTFUL, on 10/21 to attempt to resolve this matter. The General Manager was very rude and demanded that I write a check to the dealership for **** dollars to get out of a vehicle that was sold not working properly. After disagreeing with the General Manager he stated "my offer only stands for a week, YOU PEOPLE always want something for free." I am very offended by this statement made. There is no compassion and/or accountability for selling a vehicle in this condition. From 9/17 until 10/21, the dealership wouldn't provide me with a comparable vehicle. They offered small cars/suv only (I have 5 children). I provided the vehicle on 11/1 to be taken to the infinity shop as no resolution was being made. As of today, 11/20, I have not been given an update, after many request, on the vehicle. At this time, the vehicle has been to Midas (2x), ******* Hyundai, and now Infinity to be fixed. This has heightened my anxiety.

  Business response

  12/18/2023

  This claim was responded to in an email between myself and ************************** 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Barnes crossing in November 2022.. It was a push start that I knew nothing about. When I finally got approved for the car loan and was able to ask questions about the vehicle it was 7pm. They dash said “ Key Not Detected” the salesman told me “ Open and close your door and it will go off” It did go off but it did that at least once a week after I got in the vehicle.. When I complained about it they looked at it and said “ It’s not doing it now” I went to complain to them about things for 3 months and no help. 10 months later the key fob deprogrammed in the middle of the day and I had to have it towed to them on a Thursday 08/24 and they give me an excuse that they can’t find the guy that programs keys. I find a company and after talking with the sales man about my second key he told me about they owe me my vehicle is still sitting there because he said he was not paying $130 outta his pocket to get it reprogrammed.. I’m a paying customer and it’s not fair.. He told me didn’t remember that the key was acting up when I got it.. Another salesman actually stepped in the help him sale the car and give me a test drive to fill the tank up. This is very unprofessional for a company that is growing and I want my key fob back working and be back in my vehicle ASAP. They waited til the warranty was up to even listen to my problems.

  Business response

  08/28/2023

  I have spoken to ****** ****** on several occasions now. Each time, she was in service with a complaint. Each time, she insisted that the issue had been on going since she purchased the car in November of 2022. The store gave her a 30 day or 1,000 mile (which ever comes first) powertrain warranty on her Dodge Journey. None of the complaints were related to her powertrain, nor were they within her 30 day or 1,000 mile warranty. Barnes Crossing Hyundai "good-willed" the repairs and did not charge the customer for diagnosing or repairs. She came in another time and complained to me about a brief  noise in her dash when the car has been turned off for a while. I personally spent time trying to get the car to make the noise with no luck. After talking to the technicians, we agreed that it was most likely the vent control valves closing and that it was completely normal. When she came for her first oil change, she claimed that the salesman had promised her first oil change was free. He denied promising that. There was nothing relating to the free oil change on the "we owe" that she signed and that is attached. She harassed the salesman until he eventually agreed to pay for the oil change himself. That salesman has been with this company for 10 years, and this is the first time a customer has claimed they were offered free oil changes by this salesman.  Her car was towed here last week because the key had lost program. She is now claiming that the same salesman promised her a second key when she bought the car, and that she had been having problems since she purchased the car with the key not reading. We have no records of this, nor has she ever mentioned this problem other times she spoke to me. She makes a scene in the dealership and tries to get things for free by doing so. She admitted today that she does not have the money to pay for a key. My personal belief is that is why she is just now claiming she was promised a key. As you can see in the attachment, she signed a document saying we did not promise anything at the time of sale other than a referral fee. 

  Customer response

  09/02/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, The response wasn’t satisfactory but I went into the business and the issue was resolved with the company owner and I thank the owner for hearing me out and resolving the matter. I learned that if I have a problem I need to contact the right person and not to bother the employees. 

  Regards,

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

   

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 2021 I bought a vehicle from Barnes crossing. 5 days after the purchase date I returned it the lifters were bad in the motor. They replaced. A few weeks go by and the truck is burning oil. They say we have to do an oil consumption test for extended warranty. They tell me to take it to ******** Chevy In Tupelo. After 2 k miles I had to bring it bad for them to check oil. I was not allowed to add oil etc to it. There was NO oil in the truck after 2K miles after an oil change. Barnes crossing refused to give a rental. General manger was very ugly on the phone and hung up on me. The service manager then proceeded to call and tell me to bring them the truck for the to look at it. They kept the truck, and put me in a. Rental. April 22nd my husband picked the truck up. The air was not working (it was working before), ball hitch was missing and the battery was bad now. We replaced the battery, paid the $250 deductible for extended warranty, and had to replace out own ball hitch. Yesterday, April 17th a worker at Barnes crossing picked up the truck to “recharge the air” so we would have air back in the truck. They dropped the truck off and when I got in the truck when I left work the truck was missing again. Wouldn’t go over 40 mph, then after 10 minutes of driving the truck it starting running right. When idling and starting the vehicle it missed. My husband drove it back home from the ball field and I followed behind in our other vehicle. It was catching on fire underneath the passenger side. I text the service manager, he stated he would look at it Thursday and get a tow truck after it today (April 18th). I text him this morning and said if we were paying for the tow we would just drop the truck off Saturday. Because I couldn’t afford to come out of pocket again for a tow, them to diagnosis, and fix if warranty doesn’t pay. He sent me a long ugly message and stated “ Ok don't bring it back I'm done working on it” I know have a truck that will not run properly.

*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. ↩