ComplaintsforFive Star Hyundai of Warner Robins

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle has been in the shop since January 2024 and I have missed Work and doctors appointments from my accident. These employers are procrastinating because I was involved in an accident In their loaner vehicle but it was the other party’s fault. They are holding my vehicle hostage

  Business response

  07/09/2024

  The customer brought the vehicle to our facility for a diagnostic. Once the diagnostic was completed the customer filed an automotive insurance claim. Unfortunately, the insurance claims process is time consuming and we have to follow the insurance company's guidelines. Ultimately the insurance company denied the claim and the customer informed our dealer that she had an extended warranty company that she could file with to see if coverage was available. This started the entire process for coverage over. The extended warranty company did provide coverage, however, they provide the parts themselves which means timeliness is once again out of our control. The extended warranty company sent us an engine that was missing multiple components necessary to complete repairs. Additional parts had to be ordered. We have informed the customer of all  the factors mentioned above in detail. The customer was put into a loaner vehicle in which was totaled. There are no additional loaner vehicles available at this time. The customer has been informed of an estimated time frame of when the repairs should be completed. 

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2018 ******* ****** experienced catastrophic engine failure on ******** *** 2022 ***** ** ****** ******* ** which left me stranded on the side of the interstate. It was towed to Five Star ******* in Warner Robins, that night and parked there with a note attached requesting that it be repaired under the vehicle's warranty. It turns out that it was not covered under the original warranty, but was covered by the extended warranty included at the time of my purchase. Long story short, the engine and turbocharger were replaced by Five Star Hyundai. The repairs were finally completed 7.5 months later and I picked it up on ****** ***** At first it appeared that everything was working as it should be until I tried the air conditioning -- IT DID NOT WORK! At the time of the original problem back in December, the AC worked great (needed frequently on *** **** ** ****). I have tried to reach John, the Service Manager to request that this situation be remedied ASAP, but he has yet to respond. It appears that they must be thinking that I'll just go away and stop bothering them -- and that we would be the easy thing for them to do since I live *** miles away! Since the air conditioning was working fine back in December but wasn't working when the car was finished, I can only assume that that Five Star ******* did not properly complete the engine replacement, or did not properly mate the AC system to the new engine. The right thing for Five Star ******* to do is to arrange for the AC system to be diagnosed and finished/repaired by the local ******* dealership in ************ as I should not be expected to return my vehicle to them and be faced with another prolonged repair and be saddled with another expensive car rental bill. My out of pocket expense for these repairs is $1,351.06

  Business response

  08/23/2023

  I have spoke to Mrs. ******, and advised her to get it diagnosed by a certified repair facility at her convenience We were unaware of the AC not working as it was okay on the test drive after repairs were made to her vehicle. We most definitely will stand behind our work, and want to make sure Mrs. ****** is taken care of and happy. 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 ******* ******** on *****2023 and picked up the vehicle on *****2023. During the process of signing paper I added a tow package which was an additional $695. However, upon dropping the vehicle off on ***/2023 we were told by the accessories individual that a harness would not be able to be added to the vehicle due to the vehicle not being capable for the bought part. We were then told ***** could do the install. We attempted alternatives but all of which were denied. We then requested the money for tow package back on ****/2023. We were notified a check would be mailed out to which we never received. I contacted them again and requested information on the check and was notified it would be sent again and we would receive it the beginning of the week of *****2023. I contacted the dealer again on ****/2023 and was notified we could pick the check up on ****/2023. Upon arriving to pick up the check it was $575. I told them it was suppose to be over $600 to which the response was "if it's that big of a deal I would've giving you $25 out of my pocket". This is not the only issue I have had with this dealer as they also tried charging us for an AWD vehicle when I was purchasing a FWD vehicle. That was a $2000 "honest mistake" per the sales manager.

  Business response

  06/21/2023

  I reached out to Mr. ******** and he stated that his concern did get taken care of. He was helped by Rebecca, and he received the money owed to him by 4:00 today. He stated that everything is good now and we can close concern. 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I own a 2018 Hyundai Sonata with less than 35000 miles on it. Took it to Five Star Hyundai of Warner Robins Ga to have a warranty repair or replacement of a covered part. (Front under engine cover) .on my first visit I was told the repair was not covered under my "5year, 60000 mile warranty, that was *** *,2023 no inspection was done. After contacting Hyundai corporate and finding out the repair is covered, I returned to this dealership on *** *,2023. This time after supposedly putting my car on a lift, I was informed by **** ***** that the repair wouldn't be covered because the cover was damaged by animal impact and there was lots of fur and fur attached to prove it. On *** **, 2023 I took my car to a tire shop, had it placed on a lift for visual inspection of what I was told. There was no evidence of animal impact, no fur, no blood, nothing. ( pictures attached) This person told a deliberate lie in an attempt to get me to come out of pocket for a repair that he knew was covered by my warranty. I will never do business with or recommend anyone to a company of such low integrity.

  Business response

  05/11/2023

  As a dealer for Hyundai we would like to replace this shield for our customer, but unfortunately Hyundai would not pay for this claim as it has been impacted as seen in pictures. Hyundai will request us to send the trim piece back for inspection, and unfortunately they would not pay this claim.

  Customer response

  05/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
    He part in pictures do not show any signs of impact with an animal. The only impact is from the part scraping the ground after falling down while I was on the highway. Continuing to lie is not going to save this dealership from the negative exposure that their lies will bring.
  Sincerely,
  
  ******* *****

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2015 Hyundai Santa Fe Sport is in the service center of Five Star Hyundai of Warner Robins since *********, for repair of a brand new engine they ordered and installed in ***** of 2022. Five Star has had my car with engine trouble for over 3 months (13 weeks) and have yet to touch my car nor call me. The problem is with the BRAND-NEW ENGINE that they sold me and installed for $5, 567.13 cash in ***** of 2022 and I have hardly driven the car since the new engine was installed. And when I call, they don’t answer the phone, don't return my call and the one time that I reached someone in service two weeks ago, to me they SOUNDED UNCONCERNED with having my car FOR 13 WEEKS and have done nothing. I need to have my car fixed, it took them over 3 months to figure out that I needed that engine replaced last year and now I'm having issues having them service their own work. They have not had a loaner car available when I have inquired. I moved here a year ago from Washington DC and this has affected my quality of life and freedom and my educational process as I am a graduate student. Please assist me with having my car repaired and returned to me. Thank you.

  Business response

  05/08/2023

  I spoke to Mrs *****, and she is okay with me getting her car in the shop today to have an answer today or tomorrow. 

  Customer response

  05/09/2023

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

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On **** *** **** I sent my Hyundai ****** 2017 to Five star Hyundai of Warner Robins tobe evaluated for engine failure because there was a recall on the engine. I kept call to find out throughout the months . Until finally me and my fiancé when there and spoke with Misty . She stated that she needed all the oil changes and maintenance we did to the car . Around October we was notified that all the paperwork was need . After 2 weeks I call no answer and email also no response. On ******** ******* I when up to the shop and spoke with Misty and she stated that my recall was not approved due to being the miles on the car which was 160,000 . I did not understand this so I try to do everything I possibly could. On ******** ******* John the shop manager wants to know when will I be picking my car up because they can’t do anything for me . I had to go to the location in order to find out what was going and and basically I wasn’t even prepared for the situation. Now I’m trying to figure my next step. We are very unhappy with this situation and would like our engine fixed base off the recall ***************** VIN

  Business response

  02/17/2023

     The customer picked up the vehicle and all diagnostic and storage fees were waived. We have all documentation from Hyundai stating denial.   We would love to repair this vehicle if the customer would pay for the repairs.  

  Customer response

  02/19/2023

  
  Complaint: ********
  
  I am rejecting this response because: I believe a recall should not have stipulation. Also I was not contacted by the company letting me know I was denied. I had to stop in there and find Misty, who told me that I was denied and I wasn’t given any documentation stating why I was denied. Also, I was not informed about any storage fee until after I came up to the dealership by John who is the service manager. I have and shown documentation showing that I did all the maintenance needed to take care of my vehicle in which I should not have to pay for this recall or service needed to get my vehicle back on the road. 
  
  Sincerely,
  ******* ********

  Business response

  02/20/2023

   We apologize for any inconvenience.  The final decision is with Hyundai Motor America , and they have denied the claim.  The next step for the consumer is to open a case with HMA Consumer Affairs please find the contact information below.

  Consumer Vehicle Issues ; Phone. ***** ******** * ***** ******* ***** ******* **** *** ***** ******** ******* *********** ***** Attn: Consumer Assistance ; Online.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  5 Star Hyundai of Warner Robins took $784.60 for ** Property Tax. They did not pay ** Property tax for vehicle but refused to return all the money. David A**** told me was keeping $100 even though he did not pay the taxes. He actually keep $140, I assume he keep the additional $40 for mailing my refund check. The $784 was strictly for ** Property not processing fees. I have called David A**** and emailed him. As well as called his supervisor 3 times. His supervisor is also non responsive. 5 star did not pay the taxes or have my tags send to our home as requested. Out of state Miltary Families should avoid 5 Star. RUN DON'T WALK they take your money with a smile but will not resolve problems. I gave Hyundai thousands but they refuse to return $140 poor customer service. 5 Star does not provide the service for out of state tags, taking my money was a scam and a way to my additional money on car loans.

  Business response

  02/14/2023

    Ms. ****** 

           I understand your frustration with registering out of state , in which i apologize.    In order to obtain your tag your property taxes had to be paid first. Since that was taken care of , the refund was issued less registration fees and explained on the buyers order form original contract.

      This issue was immediately resolved from Five Star as soon as your taxes were paid in full.

   Once again we apologize for any confusion

   

  Customer response

  02/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I paid the property taxes and registration fees to the state of ***** ********.  FIve Star keep $140  and did not pay any fees.  ** registration fee is $37.  It is a scam to take money for a service they do not provide. 
  
  Sincerely,
  
  ****** ******

  Business response

  02/17/2023

    Unfortunately it is a disclosed fee to process registration and State Documents that was present on all contracts that the  customer signed upon delivery.   It is common from all dealers nationwide to relive the customer from having to process purchase and trade documents along with registration and tag fees.

          I would be happy to discuss further with customer if best contact number is provided.

  Thank you

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on ********* i kwasi oduro-tandoh dropped off my 2014 *** ****** at five star hyundai (with an appointment) it is now ******* ** 2023 and they still have my car i have called an uncountable times no answer nor have they returned calls to messages left my insurance company (liberty mutual) has also called and sent emails with no response i need my car

  Business response

  01/11/2023

      I do apologize for the lack of communication regarding the status of your vehicle and will get the Service Director to reach out to you within the hour.  

     Please expect to be contacted by John B*** to resolve this situation.

  Thank you

  Greg C****

    

  Customer response

  01/11/2023

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

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was involved in an accident ********** My car I purchased from Hyundai in Warner Robins was totaled. The wreck was not my fault and unfortunately the other persons insurance did not give me what I owed for my car so I had to use my extended warranty's worth and GAP insurance to cover. I am still t this day trying to get all of this resolved. Between GAP and the finance manager I have been getting the run around constantly. "I'll call you back" has been repeated so many times that its disgusting. Especially when no one EVER calls back. I'm tired of not getting the truth out of the dealership about where my money is. They are only worried about a sale and do not take care of their customers after they walk out.

  Business response

  10/24/2022

  Business Response /* (1000, 5, 2022/10/18) */ Mrs.****** I'm sorry to hear of your accident and further frustration. I have confirmed with the accounting department that a check (check #*****) for $2,043.05 was sent to *****************. As far as any additional refunds or policies *** will utilize to satisfy the loan. Thank you Consumer Response /* (2000, 7, 2022/10/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This dealership sold me a truck. I live 3 hours away, after i bought the vehicle i drive it 15 minutes down the road and hear a grinding noise, I contact the salesman and bring it back the following morning. They find an oil leak, and apparently the entire rear end needs to be replaced. They showed me clean car faxes and documentation that this vehicle has gone thru thorough inspections. Alex ***** texts me at 8:30 pm telling me they have decided to wholesale the vehicle and void my contract bc they "aren't going to pay to have it be replaced" and said "you should be thankful we're not holding you to this contract" when they sold me a broken vehicle. Then when I asked for the vehicle I traded in back, they said i couldn't come up there to get it and that someone would have it to me that day. No one ever showed up. I called and the following morning and the returned the vehicle to me 2 days later. They didn't bring me a copy of my voided contract and STILL have the title to my car. They will not answer my phone calls and won't return my car title. This was with Alex *****, David and Cody. This is the most unethical business I've ever encountered. Please contact me for more details!! I fear they do this on a regular basis

  Business response

  08/15/2022

  Business Response /* (1000, 5, 2022/07/01) */ I spoke with Customer and sincerely apologized, in order to resolve issue the Title will be hand delivered along with customer paperwork.

*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. ↩