Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased a vehicle from Long Hyundai in September 2024, upon purchasing vehicle we also purchased several “warranties”. We moved to Texas in January 2025, on the way we were side swiped and needed to get our warranty information from along of Chattanooga. Today Jan 30, 2025 has been exactly 3 weeks of calling and leaving messages. I have called the General Manager ***** ******** 3 separate times and left messages with no call back. This is poor communication and poor management. I literally just want a simple piece of information that takes maybe 30 seconds to look up!

  Business response

  02/08/2025

  Once we were aware of the request, an additional copy of paperwork was provided.

  Customer response

  02/10/2025

  
  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

  12/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This message is a caution to Long customers. We had been looking for a Santa Fe Limited Hybrid AWD since early October and visited the dealership twice before purchasing on December 14. I had been contacted by dealers from surrounding towns who indicated that they had the hybrid we wanted (I had broadened the choice of color) so I was not surprised when Long contacted me December 14 saying they finally had the car we sought. Since we had driven the car we only checked the colors of the exterior and interior, assuming this was the hybrid we had looked for via many phone calls and text for over two months. I did not notice that we were actually buying a gasoline model. Obviously, at 82 I am not the sharpest knife in the drawer. The next week I enquired what the additional costs would be to trade the car, but have never received an answer. I imagine it would not make economic sense since the used car now has 212 miles on it (we are 15 miles from Long). I urge future buyers to pay more attention: perhaps our agent forgot we wanted not only 4wd, but also the hybrid. Mea culpa. Caveat Emptor. Unrelated to the above message, the warning light came on December 21 so we did not drive it until the shop could see it December 26 (had a scheduled heart operation anyway 12/23) and they have given me a loaner until (I guess) the new year. Seems to be a tainted gas issue? Hope this is not a prediction of future performance: still like the car and its features.

  Customer response

  12/31/2024

  I have not yet received a response from the Long agent about the possibility of trading this car for a hybrid. The vehicle is still in the repair shop (10:30 December 21) but they texted yesterday that the parts are in. Perhaps it will be ready to drive this afternoon. They did provide a loaner.
  

  This message might not be what clarification is needed for my report to be processed. Please inform me what is missing from my initial report.

  Thank you,

  ******* ****
  

  Customer response

  12/31/2024

  I requested from the sales agent, after thinking over our mistake at the
  closing (wanting a hybrid version of the car) to give me a cost for
  replacing the car I bought by mistake. I have not heard from the agent (our
  text exchange is in my original message to you). It may well not be cost
  effective to me, but I hope Long will at least entertain a replacement.
  
  I would also like you to caution Long customers to carefully check that the
  car they are buying is actually the one they requested. Perhaps the agent
  misunderstood my wife and I when we arrived for our third and final visit
  to the dealership.
  
  Thanks,
  ******* ****
  
  PS The car is still in the repair shop.

  Business response

  01/18/2025

  In todays landscape of purchasing a new car, customers search many different brands, models, trim levels as well as comparing different dealerships. Great efforts are made by all dealerships to review features, operations, paperwork and also use delivery checklists to review a final purchase decision with every customer. However, it could be possible for an individual to find all of the information they have collected to result in their confusion. We stand ready to assist with any additional purchase options our customers wish to explore.  

  Customer response

  01/21/2025

  
  Complaint: ********
  
  I am rejecting this response because: Long Hyundai has not contacted me with possible purchase options that I requested to resolve the issue. I await information about what a trade for the hybrid I wanted would cost.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/14/24 dropped car off at dealership to be repainted due to paint defect and original paint bubbling/chipping and coming off in sheets. Dealership told me 2-3 weeks and I could pick my car up. Yesterday 11/14/24 dealership told me it would be another week. No rental/loaner has been give to me in the mean time. Dealer claims that the new paint is bubbling/chipping after being fixed and they are not sure when I will have my car back.

  Business response

  12/02/2024

   I have found that many times a better explanation helps clarify most situations. Hyundai Motors vehicle have a warranty on their paint for 3 years or 36,000 miles. This particular car has 96,793 miles, far exceeding the Hyundai paint warranty.  Hyundai Motor America in a gesture of "Goodwill" agreed to repaint certain panels of the car. A "Goodwill" is not a warranty extension. Under most warranty drivability repairs where a car is taken down for repairs Hyundai will cover rental car expenses. On a "Goodwill" gesture where cars are out of warranty due to much more time or much higher miles they do not cover rental car expense. The paint process is not a quick repair. We have supplied a loaner car at our own expense to assist the customer in this situation and expect the vehicle to be completed this week.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 7/9/22 I purchased a GAP policy from the Long of Chattanooga that was to be handled by ****. The policy was purchased for $999 and added to my financing. I called at the beginning of August to cancel the policy and discovered the dealership had never filed the policy they sold me. When I contacted the Business Manager he said they had used a different company. I never signed a new contract and the policy on file was never legally signed by me or the dealership. I asked for a refund and they refused. I feel this is breach if contract and attorneys I have spoken to agree. They falsely filed a policy that was not legally binding and did not hold up sale agreement they went into with me.

  Business response

  09/10/2024

   At Long Automotive our goal is always a seamless process resulting in our customers satisfaction. The vehicle purchased was a *******, It was financed through ******* Finance, the Gap insurance was also through *******. At the time of purchase the Business Manager presented a **** GAP form in error. There has been a policy continuously in effect throughout ownership of the vehicle. I apologize for the confusion for any inconvenience this may have created. Normally a prorated refund check would be sent, however, instead a check for the requested amount of $1028.00 will be sent. Again we apologize for any inconvenience this confusion may have caused.      

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2022 Hyundai Santa Fe 2.5 SL SmartStream on 2/15/23 from Long Hyundai of Chattanooga. It had 9,015 miles with warranty up to 60,000 miles. There were a few misses starting in late summer but nothing else. Few days before 1/23/24 the car tried to stall out in traffic wouldn’t accelerate and I had had to pull off onto road edge to avoid being in accident. Car was smoking, jerky,bogged down and was barely running. It ran rough and kept cutting out. On 1/23 Hyundai repair said they put a tube in it to help gas get to fuel pump and then ordered a fuel pump to put in it later on 1/29/24. The same symptoms happened repeatedly over these dates 5/21, 1 injector replaced, 6/7 injector, 6/24 returned for more injectors and on 8/31 it had to be towed to their garage as it once again was missing, sputtering, stalling out, jerking and burning smoke odor present. Luckily during these stall outs I was not injured but shaken up and anxious. At this time the car is still at Hyundai repair shop getting fuel injectors I believe. So I actually think it’s been 6 attempts to fix the same issue. I’ve had a car rental from them 2 times, made numerous trips to repair shop and sat there hours and hours. I made several attempts to talk to ***** ******** without success but talked with ***** manager of Repairs. I also made a complaint to *** regarding the vehicle. I asked for a refund without success but was offered $700 as a customer appreciation gesture. I have not accepted that yet. I feel that the issue is engine debris causing the fuel system, lines, injectors, filter, pump are getting hit with this debris causing the problems. I’m sending information I have found. I and my family are putting our lives at risk by driving this vehicle. If I feel there is no remedy that I feel comfortable with. There is aprox 37,000 miles on it. I want a refund. It’s time for this business to do the right and fair thing before potential lives are lost. Please see enclosed info. ***** ******

  Business response

  08/13/2024

  Ms. ****** purchased a pre-owned St Fe. She has enjoyed this vehicle for approximately 18 months and 28,000 miles. This vehicle has been repaired under warranty and returned to her. We apologize for any inconvenience she may have encountered during the warranty repairs.  

  Customer response

  08/19/2024

  I do not accept or agree with their response. It’s so disappointing to know that this business could care less that I’m so dissatisfied with this vehicle, not to mention any absence of concern about the life threatening position this vehicle places me in. I’m evidently just supposed to endure and tolerate it because they won’t do the honorable thing. This attitude speaks volumes and should not be acceptable to anyone. 
  
  As for enjoying its use for 18 months, they need to consider that it had 9,015 miles when I purchased it on 2/15/23.  From this date to Jan 24 is 10 months not 18 as you stated. And I actually had some misses that we noticed late summer of that year and I regret not having it checked out then. Since Jan 24 until now it has been a terrible experience and we aren’t comfortable taking a long trip in it at all. It’s neither reliable nor safe. 
  
  Hyundai advertises high safety ratings and find it ironic that no one is concerned about me stalling out on the highway in traffic risking my life and others as well. All the high tech gadgets in the world can’t keep me safe in this vehicle. 
  
  Every time I left the repair shop, I was assured it was repaired only to have the same issues happen again. There is obviously  a design defect with the injectors or engine debris getting in them. If Hyundai is truly a reputable, responsible business they will ensure the safety and satisfaction of the consumer. 

   I should be refunded entire amount for vehicle, or at minimum be allowed to choose a comparable vehicle without any preexisting mechanical problems and without paying any additional money. 
  
  ***** ****** 
  
  Sent from my iPhone

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my hyundai santa fe 2017 in 2021. i was under the impression i have 100,000 miles from the date of purchase for service warranty which i had around 40,000. i can not find those documents, however they have not provided me documentation showing otherwise. i have not had any issues with my vehicle other than needing oil changes. i took my vehicle to the service center January 5th for oil change. Nothing was stated to me about any issues with my vehicle. I took my vehicle back for oil change March 12th and the rep ******* ******* advised me i need a new engine due to some damage that had been going on for a long time. i am nota mechanic so i was unaware until they told me. On the document they give me at the end of the oil change states i have 175,000 miles on my car which is in their system, HOWEVER, my vehicle at that time had 119,000. They state, there is nothing they can do because my service warranty is out at 100,000 miles. Which they have not proven. Also in January when i brought the vehicle in , why did no one say anything then? i have 4 kids that i transport and that could have put me and my family in alot of harm and danger due to not knowing my engine was bad. the manager was rude ( *** *******). i called again to speak with *** *******, ( manager boss). he would not return call. he had ******* to text and tell me bring vehicle in. they inspected the vehicle, said there is nothing they can due because of warranty expired and sent me a invoice saying it would cost 10,000 to get fixed. now i am without a car, that i owe 27,000 on and pay 573.00 a month that i can not even drive. horrible customer service and lack of communication. my car could have cut off or anything from january to march with 4kids in the car. a mechanic is suppose to tell a customer these things. why was i not advised in january?

  Business response

  04/16/2024

  Ms. ******* purchased a pre-owned 2017 Hyundai Santa FE on 7-22-2021 with 53,797 miles.
  At the time of purchase, she also selected a 4-year 48,000-mile Vehicle Service Contract.
  Purchase miles 53,597 + 48,000 = 101,797. Currently the vehicle has 119,254 and is past the Vehicle Service Contract coverage by miles. We reached out for an exception, and it was declined.
  
  53797 original miles       7-22-21
  3775 miles driven.
  57572 miles at service   9-11-21
  3701 miles driven.
  61273 miles at service 10-19-21
  4246 miles driven.
  65519 miles at service 12-31-21
  
  50,207 miles driven. There are no records available showing required maintenance during this period
  115726 miles at service 1-5-24
  3528 miles drive.
  119,254 current miles
  
  We also submitted the repair to Hyundai USA to have them offer any assistance.
  Their response.
  “THIS PRIOR APPROVAL REQUEST WAS REVIEWED AND BASED ON THE INFORMATION PROVIDED; HMA IS DECLINING TO PROVIDE ASSISTANCE DUE TO THE MALFUNCTION BEING OUT OF WARRANTY CAUSED BY THE NILEAGE OF THE VEHICLE. NO GOODWILL ASSISTANCE IS BEING OFFERED TOWARDS THIS REPAIR AT THIS TIME, THANK YOU.”
  
  Long Hyundai will offer our assistance with substantial discounts on any repairs to help Ms. *******. Just let us know how you would like to proceed. We stand ready to help.
  
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased a new car from this business in December. When reading owners manual discovered they had failed to give me the mechanical key for the doors. When I asked they said my car did not come with one. I called Hyundai corporate they said the car comes with mechanical keys to contact dealer and they would get them for me. I have been dealing with Longs and Hyundai corporate offices and still have not gotten the mechanical keys for my car. It’s been 4 months and I keep getting the run around there ordered or we have them and I go there and they ordered the wrong part. I just want the mechanical keys I paid for.

  Business response

  04/01/2024

  The correct parts were ordered and picked up by the customer. We apologize for the delays in receiving the correct items and any inconvenience it may have caused.  

  Customer response

  04/02/2024

   
  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

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped my car off for oil change on 3/6. Picked it up and got 3 miles down the road before my car started shaking and engine was making a terrible noise. Pulled over as soon as I could, checked the dipstick and there was no oil in my car. They sent a tech out that said there was too much oil and they flooded my engine (not the case). He got under my car to check and there was no oil in my car. He changed the oil filter, put oil in, and my engine was still making a noise. Tech said there was damage but everyone at Long had "went home" so I was told to drive my ruined and unsafe car home and come back the next day. As soon as I get home, Long calls and asks me to come back over and drop the car off to pick up a rental so I do so. Heard back from them the next day and they told me my car was perfectly fine (even though no car is ever fine after running without oil). Said that since it was fine, I had until end of day or next morning to turn rental in so I did...Then got told I wasn't supposed to pick my car up yet? Kept asking to speak to a manager but he was never available...I found his cell number online and he didn't even know that the situation had occurred. Their "best" solution so far has been to add extra warranty and told me I needed to check the oil every 100 miles to make sure it was fine...I shouldn't have to do that if I'm paying for a new car, a car I no longer feel safe in. Hyundai dealership even said they believe Long is in the wrong and should provide me with a new car/new engine, but Long keeps saying there is nothing wrong with my car even though they just shortened the life of my engine and didn't do anything other than check for metal shavings. Once I got the head manager on the phone they started "working on a solution with sales"...that was 6 days ago and I haven't been provided with any sort of solution. When I told ***** I was about to go to the BBB and get an attorney involved, he shrugged his shoulders at me. Very unprofessional.

  Business response

  03/22/2024

  On March 6, 2024, Ms. ******** brought her 2023 Hyundai to our dealership for routine maintenance, oil change and tire rotation. She picked up her vehicle and drove approximately 3 miles or less after an oil indicator light appeared, she pulled over, stopped driving and called us immediately. We then dispatched a technician to render assistance.  Upon arrival the technician identified a minor leak due to a unseated oil filter gasket. He then drained the oil, corrected the gasket, replaced the oil, and then added any additional oil needed. Technician verified no indicator light, no check engine light and motor performing fine. Our Parts and Service Director, ***** ****** placed a follow-up call to Ms. ********. At that time, she voiced a concern about a possible noise she believed to hear. She was invited to come in the next day to address any remaining concerns. Upon her arrival we placed Ms. ******** in a complimentary loaner vehicle so we could thoroughly investigate any concerns. We performed another oil change to investigate if there may be any debris, there was none. After extensive road performance testing and additional examination all items verified working perfectly. Upon her arrival at pick up time we opened the hood to demonstrate and address the ticking noise concern, we explained that the noise is the normal operational sound of the direct injector system. The vehicle drove no more than 3 miles with a slightly lowering oil level and the vehicle sustained no damage from the event. We apologize for any inconvenience this event may have created. Furthermore, we offer to inspect oil levels, change oil, at any time to ensure the motor remains normal. We can do that at our location or at her home so she would never be inconvenienced.  We also offer to place a complimentary extended service contract to ease any possible concerns. Again, we apologize and look forward to regaining the trust of Ms. ********. 

  Customer response

  03/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Firstly, it was not a "minor leak" and Long knows that. There was no oil on the dipstick and very little OLD OIL came out of the engine once the tech checked, which leads be to believe they didn't put any new back in it after my oil change. When the tech looked into the issue, I was told that the filter was left lose, the housing was left lose, and the drain plug was lose/gone and I have a video of him stating this. If it was just a minor issue with a "slightly lose filter" then why was the tech that did the oil change fired? It wasn't even new oil that came out at that (it will not let me attach my pictures and videos of the situation but I do have them). The car ran for more than 3 miles, and also was running idle through Chattanooga traffic, which Long was told. It was making noise with the engine/oil light on before I was able to pull over as I was near the Hamilton Place construction going on. Even the tech on-site said there was obviously damage to the car. It does not run like it did before and I no longer feel safe in the vehicle but Long continues to downplay this situation. I have had to cancel on visiting family in Alabama twice now for fear of my car breaking down on the side of the interstate. I intended to purchase this car, and now am not able to because it IS damaged. Extended warranty doesn't fix the fact that I pay for a brand new car that I should feel safe in but don't. Nor will it help whoever they pawn this car off to after I do not purchase it. They did put me in a rental, but then told me next day that I had to return it and continue driving my car. (Though I received paperwork days later stating that I had a Santa Fe rental used for 5 days when it was an Elantra for less than 1 day.) 

  I was told that all they did to ensure the vehicle was fine was drive it around and "check for metal shavings" once. But who's to say that they actually did because I also got paperwork after my oil change stating that everything was fine and double checked and it clearly wasn't. I was also told that I ALONE was responsible for checking the oil every 100 miles, I was not told to come into the shop and have it checked nor was I told that they would come check it at my residence. I shouldn't have to check it every 100 miles when I am paying for a new car, nor should I have to bring it in to them every 100 miles and wait for them to "check it". It took nearly 40 minutes of me being directed and put on hold and calling back multiple times to get a tech out the first time there was an issue...so thankfully it happened in the daytime and I was able to stop in a parking lot instead of being a single woman on the side of an interstate at night. If I was a man this situation wouldn't have even escalated to this point because my concerns would have been valid and heard. My car drove, for more than 3 miles, with no oil in it. There is internal damage in the engine and running it with no oil has drastically cut down the lifetime of my engine as that is what happens when any car is ran for any period of time without oil in it. Extended warranty does not fix that. 

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On September 30 or October 1, 2023, I purchased a 2018 Honda Civic from Long Hyundia and was issued a temporary license plate that expired in 45 days. When the 45 days had expired, i went back to the dealership to check on the problem and to get a new temporary license. I was told at the time there was an issue with the title from the provious owner and the problem should be corrected in the next few days. I was issued another temporary license plate that expires January 15, 2024. I have made phone calls to the dealership and was promised the problem had been corrected and I should have my permanent license plate Friday, January 5, or at the latest, Monday, January 8. Today is January 9, no license plate. This morning I called the dealership and ask to speak with Mr; Long. The operator indicated that Mr. Long was not in today, I then ask to be put through to his voice mail, she indicated that he does not have voice mail. I find this extremely difficult to believe. The vehicle is paid for and I need a permant license plate.

  Business response

  01/11/2024

  Met with Mr. ****** today and apologized for any inconvenience he may have had. We reached back out to the County Tag Office again, they again stated the tag would be completed today. Eventually the Tag Office did complete the tag and registration. We immediately dispatched a driver, we picked up the tag and hand delivered to Mr. ******.   

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought my brand new 2024 Hyundai Santa Cruz on September 18 2023. The very first day I drove it I noticed the AC wasn’t working properly. So the dealer kept my car and gave me a loaner to try and fix it. They said the computer found no issue and we traded vehicles a few days later. The AC continued to give me problems but the following month when it got colder and my car couldn’t regulate the heat on colder days and the AC wouldn’t cool on warmer days I knew this issues wasn’t in my head. So I took it to a different Hyundai dealer, *** **** ** ********. They informed that they could see a problem but they didn’t have a loaner and that I should take it to the dealer that I bought it from. So I called them. Long Hyundai said they didn’t have loaner cars and said they had no idea when they would have any. Although when I bought the car I was told I had concierge service and if I needed extensive repairs they would go as far as rent me a car if there were no loaners. Now the story has changed and I was told that I’ve been misled or I have misheard even though their website says the same. In the meanwhile I have no way to regulate my heat on cold days or AC on warm days. It’s been 3 weeks since I went on a “list” to get a loaner and still no one will help me. I have a brand new 2024 car that I can’t use. Is there no protection for new car owners? I’m 65 and I get cold just as easily as I get hot and I need a car that can regulate to my needs. I have never had a car that had issues like this right out of the gate. All I want is what I paid to have in this car, AC/Heat.

  Business response

  01/11/2024

  Customer was contacted immediately by ***** ****** (parts and service director). Arrangements were made, car arrived, customer was given an available loaner while we diagnosed, ordered parts, completed the work and returned the vehicle to the customer. We apologize for any inconvenience this may have caused. 

  Customer response

  01/11/2024

  
  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 haven’t had a chance to drive the vehicle yet but say in the car for a few minutes and the A/C and heater seemed to be working now. If this is not the case I will attempt to get in touch with the business first. 
  
  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. ↩