ComplaintsforAllen Turner Hyundai

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a 2016 Jeep wrangler it had an oil leak we took it back to the dealership for them to fix it. They said it has the upper cooling pan for the oil. they had to drop the transmission to fix this while doing that the jeep started to leak transmission fluid. We told them they messed it ip and needed to fix it they said we did not drop the transmission and wanted to us pay 750 for a fee just to see what was wrong. We did not even have the jeep for 30 days and they refused to take it back!! now we had to tell the bank to take the jeep back. they needs to correct this issue!! DO NOT BUY ANYTHING FROM THIS DEALER!

  

  Business response

  02/26/2024

  Thank you for your feedback, 

  Looking back at the ticket,  it was to take several hours to diagnose the problem as why we asked for 4 hours diagnostics time due to the condition of the vehicle when it arrived 

   

   

  Customer response

  02/26/2024

   
  Complaint: 21203309
  
  I am rejecting this response because:
  They did not say it would take 4hrs. They want to charge 750 just to diagnose the problem. They pulled the transmission out and it started to leak. We could not drive this jeep at all. Why would we have to pay 750 for something y’all dropped and denied to fix it because you didn’t want to how is that fair to the buyer?? I will still everyone to stay away from you! Bad business. 
  Sincerely,
  
  James ********

  

  Business response

  03/12/2024

  The fours to diagnose the repair is our labor rate of 187.5 times 4 in order to get to the 750 dollars to diagnose the problem so we could repair properly. I apologize for the confusion of the 750 diagnostics time. At this point there is nothing we can do going forward. I do appreciate your feedback as I will share with the team. If there is anything else I could do for you please feel free to call me directly 850-479-9667 Chris Jones ext 174

  Customer response

  03/12/2024

   
  Complaint: 21203309
  
  I am rejecting this response because:
  This is not an acceptable answer. I will post all over town to have people stay away from your shady business! You need to own up to this Jeep! Then refused to fix it? Very unprofessional service and bad business!! I bought another used Jeep from your competitor across the street and they are taking full responsibility of something that they  over looked and spent a lot of time helping me. 
  Sincerely,
  
  James ********

  

  Business response

  03/13/2024

   

   

       I appreciate your feedback, there is nothing else that I can help with. 

  Customer response

  03/13/2024

   
  Complaint: 21203309
  
  I am rejecting this response because:
  That’s not an acceptable response. Bad business practices! I will be sure to share with everyone to start away from your shady business. 
  Sincerely,
  
  James ********

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased on April 18th, 2023 I don't know exactly but I got a limited Santa Cruz costing me around $40000 They committed to provide me with excellent service and help me if my vehicle had any issues. I've been having some issues with my Santa Cruz and I seem to not be able to get it looked at by Hyundai. Around May 5th, 2023 my check engine light comes on and when I take it to the dealer they tell me it came up with unknow codes that they never saw before. No Solution. On July 31st I try to unlock my vehicle and it would not unlock with no solution. Hyundai's Roadside couldn't even get my vehicle because they said they weren't sent with the right tow truck but I told them exactly what was going on. Later I get into my vehicle after trying roadside for 4 hours. August 1st, 2023 I take my Santa Cruz to Eastern Shore Hyundai. I talk to the manager as soon as I get there, he asks me to take a seat for a minute and he will be right back to come look at my Santa Cruz with me. I'm waiting for an hour and I can't wait longer as I have work. I ask some staff if they can help me and they tell me they can't do anything. August 4th, 2023 I take my Santa Cruz to Allen Turner Hyundai. I talk with the employees trying to get some answers to what's happening and I get told there is nothing they can do because its not happening at this time. December 28th, 2023 I drive to work in my Cruz and I park and lock my car while I unlock the shop I work for and I can't reenter my car because it locks up and wont unlock. That night leaving work in a shady part of town, I get into my Cruz but it won't start. The thing acts dead and won't do anything. I call Hyundai and they tell me to get it towed there but roadside won't do it.

  

  Business response

  01/03/2024

  Good morning, 

   

    I am sorry to hear about the issues you are having with your Santa Cruz , Would it be ok , If my Service Manager reaches out to you ?

   

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Allen Turner 12/6/23 I picked up my vehicle on 12/21/23 drove my car yesterday I was returning to my home when a vehicle stop me to let me know I didn't have lights on my Auto lights are not working he showed me the switch to turn my lights on but it's not automatic I have to manually turn off. I took my car to service department today and their telling me they didn't do anything to my lights, but auto lights very dim Im Suspicious of mechanic because I took in on 11/30/23 for a recall, on 12/06/23 my car had major problems. I brought this to Morgan's attention and was told the mechanic only did and inspection they didn't loosen or remove any parts ok I filed a complaint before because they had my vehicle for two weeks and kept telling me part haven't come in yet. I filed a complaint on 12/20/23 all of a sudden my part came in that day and I could pickup 12/20/23 so I'm filing a second complaint on my lights. Can someone help me.

  

  Business response

  01/25/2024

  Good afternoon, 

   

      Our records show that the last 2 visits with us was for a brake pedal stopper replacement er the recall , and a bolt broken in alternator housing, IM not showing there was anything done with the headlights , however feel free to call me at your convenience. 

  Chris *****

  850-479-9667

   

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/17/23 I dropped off my car to diagnose an issue. I received a written quote explaining what was wrong. I signed an agreement (for parts to be ordered) to fix all the quoted expenses except for the hood struts. I was informed that there were no engine wire harnesses in the area and that it would need to be ordered from Korea. No time frame was given when the part would arrive at the dealers. I figured a month tops. I tried calling multiple times to check the status of my vehicle. Most often when calling the wait time was over 5 minutes and when I did get through, I was told the service department was busy and someone would get back to me, with a surprise, no return call until 9/15/23. Horrible customer service on the part of the dealer for not contacting me in over 28 days. On 9/16/23 my daughter contacted Hyundai through owners.hyundaiusa.com. Since this time Danielle, who is a representative of Hyundai, has made weekly calls with updates. Here we are, November 4, 2023, and I still do not have my car, which is 79 days with no vehicle! I have no means of transportation unless I borrow one of my daughters' cars. My vehicle is a 2015 Hyundai Sonata, it is by no means new but it is not that old that a part can't be found. I was told by someone at Turner Hyundai to feel free to search all the Hyundais in the United States to see if I could find the part! Shouldn't their parts manager be doing this? My daughter did contact Eastern Shore Hyundai in Alabama on 9/13/23 her call was answered on the third ring, and she spoke directly to the service manager Mike, without any hassle. My daughter explained what was going on, Mike went out of his way to check if he could see when the parts would be stateside. Mike said what he could see on his computer was that an engine control harness was supposed to arrive in Atlanta on 9/21/23. I got more information from a company that I have never done business with in ten minutes than I did from Allen Turner.

  

  Business response

  11/13/2023

   

   

      Dear ***** ,

    First let me apologize for the delays in communication, it is unacceptable and its something I will continue to coach on. Secondly, I have checked on the part and unfortunately it still has no ETA date. I am working with Hyundai Corp to help expedite the process as much as possible. I do thank you for taking the time to speak with me, and feel free to call me if you have any questions. 

   

  Chris Jones 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a truck at the Allen Turner Pre-Owned dealership on August 17, 2023. I negotiated a lower price for the vehicle I purchased without being told that they, the dealership, would be adding a $699 document processing fee during the price negotiation process. If I had known this prior to finalizing my purchase price, I would have reduced my offer on the vehicle I was purchasing and/or increased the trade-in value of my vehicle. They did not disclose this until after we had settled on the final price and they did not explain that this was an arbitrary fee they established for the vehicle I was purchasing. While the fee is noted on the paperwork and I did pay it, it was not disclosed to me at the front-end of our price negotiation and I was lead to believe that this fee was a mandatory fee imposed by the dealershiip. I feel deceived by their business practices that this information was intentionally withheld until after we concluded the price negotiation. I am requesting a partial refund of $500 of the $699 charged. Charging a buyer almost $700 for pre-delivery service is exorbitant for a used vehicle. I would also argue that part of this fee goes to dealership profit which makes it NOT a service fee but an added cost to the purchase price of the vehicle, which by Florida State Law, under the Florida Deceptive and Unfair Trade Practices Act, is illegal.

  

  Business response

  08/23/2023

  First let me thank you for your purchase. Secondly all of our advertised prices online and on any advertising medium clearly disclose that all prices DO NOT include taxes; title; registration; delivery, processing and handling fee; dealer charges. Our pricing worksheets also disclose the price before taxes and fees clearly disclose each individual fee as well as the purchase agreement upon purchase. 

  Customer response

  08/23/2023

   
  Complaint: 20511544
  
  I am rejecting this response because:Ok, nothing else to add at this point.
  
  
  Sincerely,
  
  *********** ****

  Customer response

  09/27/2023

  It should be noted that Florida State law does not allow a dealer to add more profit to a vehicle they have sold above and beyond the agreed upon price by tacking on charges to an administrative fee, which is.not reflective of the actual cost of the service provided. I am disappointed that Allen Turner sales staff did explain what was in there admin fee nor did they give me any opportunity to negotiate a lower fee. Effectively, they increased the sales price and their profit margins for the vehicle by hiding it in a fee. Not very ethical by any measure. 

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First date of contact was in April 2023. We own a 2017 Hyundai elantra in white with known paint issues. There has been a warranty replacement for certain models of white Hyundais. Initially the 2017 Model was not part of the warranty honor. The paint looks like hell and is peeling off in giant chunks. It is a paint defect. We contacted Allen Turner Hyundai and was denied a warranty claim due to the warranty "expiring" in March of 2023. The 2017 model was only added the part of warranty in December of 2022 which left us with 3 months to file - HAD WE KNOWN THAT MODEL WAS ADDED, WE DIDN'T FIND THAT OUT TILL APRIL. Got in touch with corporate, and they agreed that we should push forward and get the estimate for the paint job etc. Fast forward to today, which is literally how long it took for corporate to help and received a phone call that Allen Turner Hyundai service advisor is refusing to file the claim as a sign of goodwill (being out of warranty for a few months). We had NO WAY to know that the 2017 model was added unless we checked the online system daily. That makes no sense. The service advisor even referred us to the place who handles their paint jobs to get the estimate. We are not trying to get anything extra, simply for them to honor the paint warranty and repaint my vehicle. Corporate said they would honor the warranty it if Allen Turner Hyundai would simply file the claim, yet the service advisor won't do it, even after being requested to do so by corporate. vehicle VIN - ***************** **** ****** * ******** **** ******* ** ********* * ***** *** *** **** *** *****

  

  Business response

  08/25/2023

  Good morning, 

       The paint claims with Hyundai and the cars that are outside of warranty period can be somewhat complicated. If you would give me a call so I can try my best to explain. I have also left you a voicemail. My name is Chris ***** and my phone number is ************

  Customer response

  08/25/2023

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

  Thank you for forwarding his message, unfortunately, it is simply another way for them to try and not file the claim.

  I know how Warranty claims work in the automotive industry. And as I have explained in my original complaint, Hyundai Corporate got in touch with me, and if Allen Turner Hyundai would be willing (and this is a decision that the service manager - Mr. *****) CAN make as a good faith gesture, Hyundai Corporate will pay for the claim. There is no confusion on my part, there is absolutely no reason why they cannot file it. The representative that I have been talking to explained to me, that all they need is for Allen Turner Hyundai's service manager to file the claim, and if he was unsure on how to file it, to get in touch with the representative so he can explain how it should be done. Corporate is ready to help us take care of it, but Allen Turner apparently isn't. 
  This is the contact details for the gentleman that I have been dealing with. It is clear to me though that Mr. ***** has not and DOES NOT want to file this claim, because Allen Turner will receive $0 for this claim. They don't want to file it because they won't receive any revenue for it. 

  PEDRO
  National Consumer Affairs
  ***** ******** ******
  Hyundai Motor America

  I think what makes this even worse, is that my husband and I have purchased 4 vehicles from Allen Turner over the last 9 years, we have been loyal customers to them, and sent countless military friends their way as well. I have another 3 teenagers that will all need vehicles in the next 2 years as they get their drivers license's, and because of this I will not take my business to them. This customer service is not acceptable. 
  And Mr. ***** wants me to call him, because he wants no paper trail of the conversation, and try to talk down to me because I am a woman "explaining" how claims work. So, no, we have tried to have phone conversations leading up to me filing this report. I am not speaking on the phone with him. 

  I thank you kindly,

  **** ****

  

  Business response

  09/27/2023

   

     I am sorry for your paint issues. However it is not just as easy as filing a claim and Hyundai reimburses. I apologize at this time I will not be able to assist in the paint concern

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my car back around February 23rd which is a 2018 kia sol. I was told that the car would last the full term of 6 years and I didn't have a car for 2 years and I trusted allen turner because so many people recommend them and of course I got screwed over . I got the car and then a few weeks later it starting acting up so I had made an appointment with Allen turner to check it out. My car was jerking when I slowed down so I knew that was an issue. I was still in a 30 day warranty at the time so I wanted it to get checked out while it was still free appointment. I was told " nothing is wrong with it " so I got it back and it was still doing the same issue with the jerking and then about 2 months after I was on the way to work and my car starting vibrating real bad and it broke down. I owe 6 years of my life on this car and I was told "that's what you get when you buy a pre-owned " but I brought it to their attention beforehand. My fuel pumps went out. That's a big expensive fix. I was told it would be $975 and I was like no I've had this car for 2 months I'm not paying that when I brought it in for this exact issue of why it broke down so after fighting with them for a long time they lowered the price to $485. It was better but still I shouldn't have had to pay anything for a car I still owe $17200 or so on and literally had only made one payment on the car at that time. They should've fixed the problem the first time when it was actually under warranty but they didn't care . I didn't get my car back for like 3 weeks while they were working on getting a tech freed up to look at my car plus order parts. They fixed one fuel pump then called and said the other fuel pump was out too. It's wild that I was paying on a car that I couldn't even drive. Also my car is acting up for similar issues again and I'm taking it to a shop tomorrow. I will never take my car to them again and I will never get another car from them or recommend them to anyone.

  

  Business response

  05/23/2023

  Ms. ***** purchased the 2018 Kia Soul on 2/23/23, the car was sold with a 30 day or 1000 mile powertrain warranty.  She brought the car in on 3/10/23 with a running rough complaint.  Service drove the car and could not get it to duplicate the problem, connected the diagnostic computer to car and showed no trouble codes on any system at idle or while driving.  As we could not experience the problem, we could not effect a repair.  Customer returned on 4/19/23 with same problem and now the car had stalled.  At this point, codes came up in the computer showing the fuel pump was bad.  We confirmed and changed part then the other fuel pump failed(this unit has 2 fuel pumps).  The second pump had to be ordered and there was a delay in receiving the part.  At this point, the car has 1500 miles on since purchase and we are at almost two months.  A fuel pump is not a powertrain component, but since this was something that came up soon after purchase, I offered to do the $1500 + repair and only charge Ms. ***** $500, the dealership would pay the balance.  This is a wear item and we can not anticipate a failure of this part.  By splitting the repair 30/70, we felt that we were trying to help a customer out with an unexpected repair.  Please feel free to contact me direct at 850-982-1462.

  Michael Whelan

  PreOwened Manager

• Initial Complaint

  12/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bottom line up front, I have validated concerns over the integrity, professionalism, and the importance safety among the Allen Turner sales and maintenance departments. My problem has too many characters to include in this box so I will attach the situation in its entirety as of 01DEC2022.

  

  Business response

  12/02/2022

  First, we want to thank you for your feedback.  While we do not like to hear about the mechanical issues and the inconvenience these have caused you and your family, there is currently no right of rescission to return a car and all sales are final.  The options always exist to trade the car in with any dealer the customer choses if you feel this is not the right car for you.  While not a covered component of a powertrain warranty, the dealership did change out the battery and provide rental car usage to help the owner out.  Mr. ******** did purchase a 2016 Jeep Cherokee with 70000 miles on it and chose not to purchase any additional warranty to protect the investment.  Allen Turner Hyundai has acted in good faith in replacing batteries, taking care of towing and providing a car to drive while the Jeep was in service.  

  

  Business response

  12/20/2022

  Again thank you your feedback as well as your purchase. All pre-owned cars are sold as-is no warranty unless otherwise stated. In which this vehicle did have a 30 day or 1000 mile powertrain warranty whichever comes first.( that covers the engine and transmission only) . Customers can also choose to purchase additional service contracts to help cover the cost of future repairs if needed. There was, what we thought was a battery concern which is not covered under the powertrain warranty , however we elected to help in the way of good will monies to help cover the expense as well as rental car and towing the car to repair facility. It turned out to be an electrical switch of some sort draining the battery and we also covered that repair in a form of good will monies. We dealt in good faith and unfortunately can not predict when repairs will be needed on cars. That's why we offer extended service contracts to help with future costs of repairs if needed.  

  Customer response

  12/20/2022

  
  Complaint: 18511055
  
  I reject this response because:

  I would like to start by stating what both Mike ****** and Chris ***** said about taking this car as a trade-in. They stated would take the car as a trade-in and immediately put it back on the lot; this knowing that there were additional diagnosed safety problems. I recorded Mike ****** saying this. This is your business model? Clear check engine codes and pass off broken cars onto unsuspecting customers. Understood. So you can’t “predict when repairs will be needed” but you can pass off broken, dangerous cars you’re unable to inspect as quality, safe vehicles? Sounds ethical. 

  Next I will address the electrical, which as of today 20DEC2022 is not working as designed. Yes, I believe the initial repairs were in good faith. The moment Allen Turner’s maintainers began working on the vehicle, your invoice states “All parts are new unless otherwise specified. 12 months 12,000 miles warranty on all parts and labor unless otherwise specified.” The battery you put in doesn’t hold a charge overnight.
  

  The vehicle died while at a stop sign two weeks after purchase. You first knowingly put the wrong model battery in. That battery then failed. You put the correct model battery in, and then that failed. You then sent it to Hill-Kelly. They repaired it, and found almost $7,000.00 of existing issues with the car. Three weeks later, the battery failed again on 17DEC2022. The Jeep is now sitting at Hill-Kelly and won’t be serviced until after the holidays. This car is now a burden falling on Hill-Kelly since they were the last to touch it. Regardless, the last battery in the car (which was dead on 17DEC2022) is still under Allen Turner’s 12-month parts warranty.
  

  I came home from trainings on base on 08DEC2022 to find my wife angry and in tears. I asked her what happened and she said she just got off the phone with Allen Turner, THE Allen Turner. She said he had the same copy/paste script as the managers and was okay with selling us a broken vehicle, which to this day we can’t use. He also stated that he believed that the mechanic (who they contracted) at Jeep was lying about issues to make a commission. When the dashboard is a Christmas tree of check engine lights and my vehicle’s battery has no voltage, I think those are good supporting indicators that a master mechanic isn’t lying (a mechanic who used to work for Allen Turner). I know Allen Turner’s subordinate manager’s lied when they told me that during every step of this injustice I would receive a safe, functioning vehicle back after they took it into their custody. I’m now at a point where my wife and newborn are home without a vehicle while I’m on duty on base 25 minutes away. 
  

  I’ve spoken with military and civilian legal entities and they stated I have a valid case, but something like this would take around a year to have any favorable resolution for my family. I’m an active duty Marine, I can not responsibly commit to obligations outside of even 3 months. I think that Allen Turner knows my family is in this situation and that’s why it’s so easy for him to brush us off.
  

  For future potential customers you should know this: when presented with the ethical, right choice and a choice that will reflect better on his checkbook, Allen Turner will line his pockets and then block you on all of his company’s Instagram accounts (they really did this to me when I commented negative reviews on their posts). If you don’t like bad (non-libelous or slanderous) reviews, don’t do bad things. Do good things. It’s a good formula. 
  

  “Ethics is knowing the difference between what you have a right to do and what is right to do.” - Potter Stewart
  

  Merry Christmas,

  Kevin R. ********

• Initial Complaint

  10/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business charged $3200 down on a 2017 with a 30 day warranty. The car was repoed from my residence 3 days later because the original owner did not make their payments. After 3 months I get the car back and the warranty is expired and the transmission is blown. The company will not repair or refund my deposit.

  

  Business response

  10/04/2022

  First let me thank you for your Business and your review. We do have a 30 day or 1000 mile powertrain warranty on Preowned cars. I show that you purchased the car on 05/18/22. I am aware of the issue from the previous owner, however I am not aware it took 3 months to rectify. I would be more than happy to discuss further if you would like to call me.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2022 Hyundai Kona SEL from Allen Turner in October 2021. While showing me the car, the salesperson unlocked and took off a plastic, Hyundai branded cap from the end of one of the crossbars on the luggage rack, to show me it came off if I didn't like it. He did not lock it, because it came off at some point. I was told at another dealership that the rack was after-market (even though it bore their logo) and that it cost $400 to replace the whole thing. Because it was "after-market" it wasn't under warranty. I called Allen Turner and they said they could replace the part. I drove all the way to Pensacola from Tampa and they had ordered the wrong part. While there trying to obtain the part, I spoke to sales and parts employees, telling them that I had been through car washes, but they assured me that such a thing could not unlock and take away the cap on the end of the rack. My statement about the car washes was just speculation, and they understood that. When I got the part, it was the wrong one, showing me that they'd misunderstood, most likely because the part I needed could not be removed without being unlocked. I was told I needed to speak to sales about the lock not being locked. I spoke to the original salesman, who went to speak to the sales manager. He returned saying nothing could be done. I asked to speak to his manager, who then told me that the part could absolutely have been removed by a car wash. I then followed up with Hyundai Customer Care, who ultimately sent me an email stating that I had stated that the part "blew off" in a car wash, which is flatly impossible, so I did NOT state that. Customer Care further told me they had to believe their dealership over the customer. I will pay for the cap, and since it's a separate piece, I'm sure there's a barrel or something of them sitting around somewhere. However, they lied about what I said, so I'm not willing to let this go. The picture shows no underlying damage.

  

  Business response

  01/06/2022

  Business Response /* (1000, 5, 2022/01/04) */ Ms Roller, I am sorry for the concerns with your car, and sorry that we aren't able to make the repair for you. Consumer Response /* (3000, 7, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response. I have a witness to the sales person taking the cap off of my luggage rack. This is why that cap, and only that cap, is missing; because it was not locked properly by the salesman. That cap has a metal lock that fastens it to the car, and it would take some strong forces that would create damage to the rack to pull that cap off if they even could. I will absolutely not accept that it is not the dealership's fault, nor will I accept that the dealership slandered to their customer care saying that I stated a car wash took that cap off. No one in their right mind believes that there's a car wash rough enough to pull that apart. I was merely speculating, and was told "no" by the service department and the parts department. My speculation was seized upon and used as an excuse. Business Response /* (4000, 9, 2022/01/04) */ Again, I am sorry that we cannot help you. We believe that our team has responded correctly. Consumer Response /* (4200, 11, 2022/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm afraid, then, that I must follow all consumer advocacy roads available. Your inexperienced salesman was not trained properly, and I have a witness to his ineptitude.

*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. ↩