ComplaintsforJenkins Hyundai of Leesburg

• Initial Complaint

  08/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 8/4/24, I went to Jenkins Hyundai of Leesburg to see a 2024 Hyundai Sonata shown on HyundaiUSA for $32,962 including sales tax, Registration and fees. I was sold the exact car (same VIN#) by ******, at a higher price without being advised of the extra cost for Dealer Installed Accessories or that these items were even on the car. I wanted wheel locks and carpeted floor mats (knew I would pay for these). She told me that I would be contacted by ******** to schedule an appointment to get my windows tinted. My boyfriend and I were both surprised and assumed this was an added incentive to sell the car. The next day I looked at window sticker which I never saw since and it included a side bar of Dealer Installed Accessories. ****** did not mention seven of the items on the list or advise me that I would be paying $4,564 for these items. I called the dealership at 9am and was told to come in. I went there and met with **** and ******. After much conversation of me telling them that no one ever told me I was paying extra for these accessories, **** agreed to refund me $2,700 and allowed me to keep the items listed. They redid the paperwork and I left with the same car. On 8/7/24, I noticed my car didnt have the mud guards listed on the Dealer Installed Accessories so I checked for the other things and most were not on the car. I immediately called and spoke with ****** who agreed to put only the less expensive items on. I told her that I expected them to honor the agreement I made with **** on 8/3. She said she didnt think they would put the more expensive items on, but would let me know. In the end, they either sold me a car that they thought had all of the accessories listed on the sticker and **** agreed to refund me $2,700 and allow me to keep them all (except for the window tint) OR they sold me a car, let me pay for accessories that weret on the car. I want them to either install the items listed that are not on the car or refund me the amount for the items.

  Customer response

  08/08/2024

  I spoke with ****** on 8/7/24 and she was surprised the Dealer Installed Accessories were not on or in my car. She agreed to schedule an appointment with their service department on 8/10/24 at 10am to have the less expensive items installed. I told her I wanted all of give items installed as they should have been in the car when I purchased it. She said she would speak to the manager and call back. She called back and again said they would only install/provide the less expensive items. 

  Customer response

  08/08/2024

  It was after speaking with ****** on 8/7/24 at 8:30 that I decided to file a complain with BBB. 
  

  Today I read some of the reviews about Jenkins and saw one that complained about the exact same thing that they did to me. This seems to be more than just a coincidence. Ive attached a picture of the review from the BBB website.

  Business response

  08/09/2024

  After the customer purchased the vehicle on the original sales date. *********************, General Sales Manager spoke with her in great detail on pricing; which was very transparent. They reviewed the file together, all the pricing and math was accurate on every document that the customer signed.  The customer still disagreed, but **** told her in good faith that he would refund the accessories that were not already on the car, the only accessory that could not be refunded was the paint protection.  The customer agreed that we would re contract for $2,700 less than original purchase price and she would not be receiving any of those additional non installed items. The customer clearly understood that in order to receive the additional accessories, she would have to pay for them, but opted not to. The customer signed the contract and left with a full understanding of what accessories she would not be receiving due to the lower price.  ******** also signed a disclaimer that she received a discount in lieu of accessories.  

  Customer response

  08/09/2024

   
  Complaint: 22109985
  
  I am rejecting this response because: Why would **** think the accessories were not on the car when I met with him on 8/5/24? I had no idea they werent on the car until 8/7/24 and when I called to advise ****** of this on 8/7 she was also surprised and asked if I was sure. And shes the person who sold me the car.  The meeting with **** and ****** on 8/5 had nothing to do with the whether the accessories were on the car on or not. I never questioned this because I paid $4,638 for them the day before. The meeting was because I was upset that they charged me for accessories that I didnt even know existed until the day after I purchased the car. ****** neglected to tell me about 80% of them. How would **** know the accessories werent on the car on 8/5 if Moriah and I didnt I know they werent on the car until 8/7? He is obviously not telling the truth about our meeting. 
  
  Sincerely,
  
  *****************************

  Customer response

  08/12/2024

  Date Sent: 8/9/2024 5:22:08 PM
   
  Complaint: 22109985
  
  I am rejecting this response because: Why would **** think the accessories were not on the car when I met with him on 8/5/24? I had no idea they werent on the car until 8/7/24 and when I called to advise ****** of this on 8/7 she was also surprised and asked if I was sure. And shes the person who sold me the car.  The meeting with **** and ****** on 8/5 had nothing to do with the whether the accessories were on the car on or not. I never questioned this because I paid $4,638 for them the day before. The meeting was because I was upset that they charged me for accessories that I didnt even know existed until the day after I purchased the car. ****** neglected to tell me about 80% of them. How would **** know the accessories werent on the car on 8/5 if Moriah and I didnt I know they werent on the car until 8/7? He is obviously not telling the truth about our meeting. 
  
  Sincerely,
  
  *****************************

  Business response

  08/12/2024

  I believe the customer is misunderstanding.  If you pay for accessories that are not yet on the car, there would be an appointment scheduled to install those items.  However, as ************** stated she did not want to pay for  those accessories, **** instructed the finance manager to re- contract her for $2,700 LESS for the non installed items.    

  Customer response

  08/12/2024

   
  Complaint: 22109985
  
  I am rejecting this response because: this isnt about your normal protocol if the accessories arent on a car. This is about no one informing me that the accessories werent on the car. At the time **** refunded me $2,7000 I had no idea the accessories werent on the car. I hadnt looked to see if they were/weren't and **** didnt say one word to me about the accessories not being on the car. And Im unsure why he would think the accessories werent on the car if I didnt know and the person who sold me the car didnt know. I believe you might be misunderstanding what happened when I met with **** and ******. All we discussed was the fact that they sold me a car that supposedly had accessories that I didnt know about and didnt realize I was paying for at the time of the sale. There was absolutely no discussion whatsoever about whether or not the accessories were or were not on the car. Again, Im unsure why **** thought the accessories werent on the car since I thought they were and so did the person who sold me the car. Therefore, when he gave me the good faith refund, I was under the impression it was because they tried to rip me off by selling me a car and not informing me of the accessories and that I could keep the accessories because of this. Again, I called two days after meeting with **** and informed ****** that the accessories werent on the car. She was surprised and asked me several times if I was sure. She then called to tell me she spoke with the manager and they would put the less expensive accessories on the car. That being said, it makes no sense that I would call two days after I met with **** to tell ****** the accessories werent on the car and for her to be surprised of this. UnlessPaul never told either of us. Now that makes sense. Which would mean that at the time of the refund, I was under the impression the accessories WERE ON THE *** and so was Moriah. 
  Ill go back to my original question since you failed to answer it. Why did **** think the accessories werent on the car? The sticker said they were, I thought they were and the person who sold me the car thought they were.  

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

  Business response

  08/13/2024

  **************, to answer your question as to why **** did not think all the accessories were on the car is because you told **** they were not on the car. 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***********************, an employee of Jenkins Hyundai, and family friend of over 25 yrs showed me a 2019 ******** XT4 with ****** miles selling for $28,000 which I purchased from him on 9/22/23. I was unknowingly charged $10,000 over ticket price making the sale of the car $38,000 (3k down and 35k financed with capital one).The day after I got the car the check engine light came on. I texted ********* told me to take the car to the ******** dealership (owned by Marks ************** as the car was still under warranty. Every time I tried to coordinate a day & time for **** to meet me at ********, there was always an ********* kept getting the run around.On 7/12/24 while driving 40 mph w/ my 8-month old baby & 9 yr old daughter in the car it completely locked up putting ******* children in a very dangerous situation. I immediately called the ******** dealership & took my car in on 7/15 @ 1pm. While there they pulled the Carfax report which showed my vehicle had been in a rear end collision involving the right front-end of my car & was advised it was showing multiple error codes, one being for the active grille air shutter performance (see attachment). After inspection I was told there was visible damage to the grille shutter - the part itself was cracked & the bracket was also bent. This damage is clearly due to the accident shown on the Carfax report. Thats when I realized that Jenkins Hyundai knowingly sold me a damaged vehicle that was unsafe to drive and also withheld the information about the bad Carfax report.****************** knowingly sold me a damaged used car. He purposely withheld information, failed to disclose the Carfax report, misrepresented the quality of **************** of the car, added to the quoted price, & inflated the price. The dealership also failed to make proper repairs to the car. Jenkins failed to act in good faith & was deceptive in their representation, putting me and my daughters' lives at risk.

  Business response

  07/24/2024

  ************** purchased her vehicle in September of 2023.  She was NOT charged $10,000 over for the price of the vehicle, she paid a very fair price for the car, possibly she is considering the total amount to be paid with the finance charges which are high due to her credit.  After speaking with ***********************, the sales consultant, he states he was in constant contact with her to help resolve any mechanical issues.  The Carfax report is posted on our Website for pre-owned vehicles and provided to the customer if requested.  The mechanical issues with the her vehicle, 2019 ********* have been repaired and paid for by Jenkins Hyundai of Leesburg. There was no deceptive practices by Jenkins Hyundai of Leesburg or *********************** and all has been done to assist ************** to the best of Jenkins Hyundai of Leesburg's ability to assure her satisfaction with her purchase.  She has spoken with the General Manager, *********************, and has been called by the Customer Relations Manager, ***************************. 

  Customer response

  08/01/2024

   
  Complaint: 22033770
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  08/01/2024

  On Wednesday, July 24th, I got my car back from Hyundai for the 2nd time. That evening, I was driving around *****************, going approximately 35 mph when my car shifted itself into D1, which is something it has done many times before and is apparently one of the ongoing issues. I thought maybe it was because it had been raining but then the next morning, while on my hour drive to work, it did it again going ***** mph on Highway 441. I called The ******** dealership to get their advice and they said they can do a full diagnostic check of the transmission for $189 but advised me to call Jenkins Hyundai, so, again, I did. I spoke with ******* about the issue and she suggested for me to bring my car back in again and that she would get me another loaner vehicle to drive. Since I was working and wouldn't be home until late, she advised a salesman would be at the dealership until 9pm and that the loaner car would be ready.  I dropped off my vehicle and picked up the loaner (a black Sonata) at approximately 9pm that evening and still have that loaner (7/31).
  
   On Monday, 7/29, I got a call from *** at the Jenkins dealership and he stated that *** asked him to call me and asked if I was able to come to the dealership to look at a few vehicles that they had in mind in order to get me into another vehicle. My dad and I went to the dealership and *** had us test drive some cars with a salesman named *****. There is a 2020 ****** Highlander with 36k miles and a clean Carfax report that I would be ok with. The Internet price they have listed for the vehicle said $33,888. My loan payoff on my ******** XT4 is $33,395. When I asked them about numbers and pricing, they said the total out-the-door amount would be $43,824.43, which was not acceptable to me.
  
  After lengthy negotiations, I am happy to report that today, August 1, 2024, thanks to the general manager, ***, and **** in finance, we were able to resolve the issues between us; and they were able to get me into the ****** Highlander.
  
   

  Customer response

  08/01/2024

  In my last message it stated that the 43k was acceptable to me which was a typo, bc I denied that offer and numerous others before we came to an agreement. 

  I do want to also address some other concerns in regards to my complaint...

  *** (the one who replied to my original complaint) did NOT resolve anything. In fact, her arrogance just upset me even more. She is definitely not who I would delegate to deal with upset customers. Out of the numerous people I dealt with at that dealership **** was the only one who did not escalate my agitation. With that said Jenkins Hyundai might want to re-evaluate who they delegate to deescalate and resolve complaints. 

  Business response

  08/12/2024

  We were able to resolve the complaint with **************, and she is in a new pre-owned vehicle that she is happy with.  We appreciate her giving us the opportunity to resolve this matter.  

   

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/9/23 check engine goes on, when I call for service I was told to tow to dealership as it was dangerous to drive..10/12/23 car returned..knock censor supposedly ..10/16/23 check engine again… car towed to dealership..10/27/23 car returned..11/6/23…check engine again…car towed for THIRD time…they have been working on my car since then. Apparently the problem lies with headquarters as the computer info from my car engine can’t get to headquarters. Lemon law in Florida is unfortunately 2 years my car is a 2020 Santa Fe with 14,546 miles…when it went it. One day I’m told I’m getting a new engine, the next day no new engine I don’t know where else to go…this is a very frustrating situation as my car is paid off and I really am not able to just walk away as **** **** value was $22,000.00. Is there anyway you can do to help me

  Business response

  12/11/2023

  We are currently working on a resolution with this customer.  A Hyundai/Genesis field engineer was called in to assist in diagnosing vehicle service issues.  It has been found that the front hydraulic motor mount leaked out the fluid/gel inside which is causing a knocking noise during acceleration and deceleration.   The appropriate parts have been ordered and we will be installing them upon arrival.  After installation, the vehicle will be road tested to assure the vehicle is running properly.  We will update this as soon as the vehicle repairs have been completed. 

  Business response

  12/13/2023

  We are in the process of verifying the repair. We put 35 or so miles on it so far and the knock sensor has not set a code. We found a bad/clunking hydraulic motor mount on the front side of the engine, very close to where the knock sensor is mounted in the engine block. Hyundai’s Field Service Engineer was in the store the entire day Monday (12/11/23) getting this sorted out. The knock sensor is essentially a microphone that detects knock noise. What the customer states is true, we were told by Hyundai Tech Line the vehicle needed an engine and that is why we conveyed that information to her. Tech Line pulled the engine approval almost immediately and insisted we perform a battery of other tests. When the additional tests were submitted the Field Service Engineer was dispatched and here we are today. We are not giving the customer the run around as she puts it, and certainly would never knowingly put her or any customer in a vehicle that was unsafe. We have had the vehicle for just over a month now. We will absolutely not give the vehicle back until service is 100% certain that the vehicle is repaired and SAFE to drive!  As a courtesy to the customer, we provided them with a loaner vehicle at No Charge until we have completed the repair. Our expectation is to be able to return the vehicle to the customer by the end of this week, either Friday 12/15 or Saturday 12/16.  We hope this will resolve both the complaint and the vehicle issues, as we try very hard to provide satisfaction to each customer.
  

  Customer response

  12/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Date Sent: 12/13/2023 4:16:38 PM
  

  I have no choice but to take my car back…however this was the third time that it was “fixed”  I think you can understand my hesitation that my car was fixed.  I will go and get the car back and request my battery be tested as they put well over 300 miles in an attempt to find out what was wrong with the car   I can only hope and pray that this is the end of my nightmare  with Hyundai.  Yes Jenkins did provide a rental all three times my car was towed to their service department 

  thank You for your assistance 

   

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

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

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 30, 2022, ************* and I bought a 2020 Nissan Rogue SV, VIN: ***************** at Jenkins Hyundai of Leesburg. I initially communicated with Shanon W*****, Product Specialist, through the Internet Sales Department. Upon parking and exiting our car to go inside for our appointment with Shanon, we were greeted by Ty W******, Financial Analyst, who took over as our salesperson. We made it abundantly clear that we were only interested in purchasing a ****** Accident Free pre-owned vehicle with specific safety features (i.e., AEB, BSW, etc.). During all of our discussions, test drive, and negotiations we repeatedly stated that our priorities were: an accident free vehicle from our list of possibilities, certain safety features that Consumer Reports highly recommended, a fuel efficient vehicle, and a vehicle within a set price range. I specifically asked Ty if the Nissan Rogue we ended up purchasing was a ****** accident free vehicle. Ty assured both my mother and me that this Nissan Rogue was ****** accident free. Ty stated he would show us the ****** as we were doing paperwork and negotiating. We never received the ******, and it was not in any of the paperwork that we were given a copy to take home either. The Nissan Rogue we purchased was missing all of the backseat headrests (a safety issue) and we only received one remote/key. We asked Ty about these issues and he said he would check on them. After not hearing back after sending Ty several texts, and a few messages left with the receptionist, I became increasingly concerned and checked on ****** myself to view the Rogue's ****** report. I was very concerned to find that the Nissan Rogue we drove home was not a ****** accident free vehicle. I have discovered this car was a salvage/junk vehicle sold at auction and slapped back together well enough to fool an unsuspecting buyer, with a "clean, clear, and safely drivable title." No contact with the company has been helpful. Seems like a criminal org.

  Business response

  11/22/2022

  Business Response /* (1000, 5, 2022/10/31) */ The customer has been in to meet with our Manager and we have released her from her vehicle and refunded her deposit.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a 2015 Toyota Venza on 07/05/2022 for $22,267.58. We were unable to do a test drive, salesperson Malu stated we didn't need to. It was late and they (sales and finance persons) were in a hurry to close the deal. At one point I stated I wasnt sure if I wanted to proceed due to my age and the amount of payments, to which they replied, "Well if you die, you won't have to worry about it." We also purchased the extended warranty. Went back the next week for a promised take of gas from them and I told the salesperson that I was having a proplem with the screen for the radio/phone. She replied that wasn't on her I would have to speak to the service dept. I went to the service dept immediately and was told that the screen wasn't covered. I asked if they check these things, which I assumed the car was thoroughly checked out, which I was told they only turn it on to see if it comes on. He said he would have someone check it cause it just looked like the screen needs to be calibrated. He sent someone out to which I was told It would cost me $1000.00. I declined and placed a review on google. I was contacted by Response from the owner a month ago I sincerely apologize for your experience. I would like the opportunity to help with your concerns. Please reach out to me at the contact below. Best Regards, Tricia D******* Customer Relations Manager tricia_derocker@jenkinscars.com 352-326-3585 (ext.4353) I contacted her and to make a longer story shorter. They only want to pay $500. I explained had I known of the problem I would have never purchased the vehicle. When trying to use the screen to make calls when I am driving would very likely cause an accident. Please help me get my screen fixed properly.

  Business response

  10/31/2022

  Business Response /* (1000, 8, 2022/08/22) */ We have since reached out to Mrs. ****** in order to rectify her concern and make the proper repair. We have ordered the parts needed to take care of her concern. Consumer Response /* (3000, 16, 2022/09/13) */ On Thu, Sep 8, 2022 at 2:26 PM********************************** wrote: Just wanted to give you an update that they offered to fix the problem and came and got the part over two weeks ago. I spoke to them this week and was informed that they don't know how long it will be because they cannot find the parts, they may have to look in a salvage yard, but they would not be able to tell how long the part would be good if they found one. So now I am driving around with no backup camera, hands free to answer any phone calls and the least part, no radio. Business Response /* (4000, 20, 2022/09/26) */ Active part is due to arrive back to our vendor in the next couple of days and will then be installed. He has been in contact with our customer weekly with updates. Consumer Response /* (2000, 27, 2022/10/14) */ *********** 11:18 AM (3 hours ago) to me Hello, Thank you for your patience. Received a new radio, but part of the screen doesn't work. They are coming back to fix it. I am satisfied with the radio. I want to thank you for all your help. Best, *****

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original repair for high pressure fuel line leak completed on Jan 18, 2022. Gas smell was still there after the repair told by service advisor Tiffany ******** to remove engine cover to let it air out. Smell eventually went away over time. May 11, 2022 heavy odor of fuel returned. Called Leesburg dealership and they gave me two options of places in the Atlanta market to take my car. First option Hyundai of Smyrna had no appointments till the end of July. Second option Hyundai of Kennesaw had no appointments till beginning of August but could work my car in if I left it there in 7-10 business days. Had car towed to them, service adviser Christopher ****** called back on 13May, had car diagnosed with high pressure and low pressure fuel line leak and a/c discharge line needing repairs. Costing over $1500.00 out of pocket but should be covered by warranty. Contacted Leesburg Hyundai for authorization for repairs and have hit a wall ever since. Talked to Tiffany and Toney in Leesburg and they have stopped responding to calls since 26May stating they cannot and will not help Kennesaw needs to figure it out. Kennesaw Hyundai states the repairs should be under warranty but need Leesburg to sign off on it since the parts were not faulty the poor workmanship was the issue. It has been 20 days and I still don't have a resolution despite all my attempts at communications between the 2 dealerships and Hyundai America who said the Leesburg dealership won't respond to request for information. I just need my car fixed and covered by the warranty and at no cost to myself. Tiffany and Toney in Leesburg refuse to communicate with myself, Christopher or Hyundai America to cover a fully repair on their part.

  Business response

  06/28/2022

  Business Response /* (1000, 5, 2022/06/02) */ We have reached out to Mrs. ****** via phone and email to either help approve or cover repair needs 06/02/22

*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. ↩