ComplaintsforJoe Machens Hyundai

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car from JMH 3/2021. I purchased a maintenance package plan, with the understanding and reassurance from the finance manager that this plan does not start until after the included 3 years of maintenance is complete. This plan was for 108 months of maintenance, after 36 months. I happened to sell my car end of 3/2024. I canceled my warranties to get refunds. I understand most warranties are a scam, but this maintenance plan was something I'd actually utilize. I'm sure they do this on purpose, but I couldn't find any cancelation policy, though I asked when I purchased and was told unused warranties would be refunded. No where does it say, and they won't tell you, that there are $50 cancelation fees. When canceling this maintenance plan, no where did it say that this refund would be based on purchase date, not effective date after the 3 years included maintenance. This seems like false advertising and a scam. It didn't take effect until 2 weeks before I sold my car, yet they're refunding me based on owning the car for 36 months. This isn't right.

  Business response

  09/03/2024

  Please be advised that the dealership and the customer have resolved this issue.  Please let me know if you need any further information.

  Customer response

  09/12/2024

  I have received the check for the remaining warranty refund. Thank you. 

  Business response

  09/12/2024

  Please be advised that the dealership and the customer have resolved this issue.  Please let me know if you need any further information. 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in on 10/26/23 and signed a legal document to cancel my vehicle warranty. I called again asking if they had sent the cancelation into the warranty company and they stated that my bank would be getting a refund to process on my loan. I then called my warranty company to see if the cancelation had been received and this was on 12/14/23. They advised they did not get a cancelation document from this business. I am looking for my warranty to be completely canceled and now I am not getting my full refund back to the day it was requested because they never sent it in.

  Business response

  01/02/2024

  Please be advised that the request for cancellation has been processed by the dealership.  Please let us know if you need further information.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a used car from Joe Machens Hyundai and a month later I had a car wash and specks of paint were blowing away. I can see the steel on the car which means they did not put any primer on the car. So the hood has a lot of specks on it. They did offer to paint the hood, but wanted me to pay half of $900 to fix it. I want them to fix the paint.

  Business response

  10/06/2023

  This vehicle was sold to the customer on August 7, 2023.  At the time of the sale, the vehicle had 44,166 miles on it.

  The dealership never performed paint work on the vehicle.

  Whatever damage to the paint happened, happened at a car wash that the customer took the vehicle to.  The dealership is willing to and has offered the customer to split the cost of painting the hood at the body shop.  The customer has refused.

  The dealership did nothing to cause or create the damage to the vehicle or the issue with the paint.  The offer with the cost of repairing it with the customer remains open.

  Customer response

  10/06/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I believe businesses like Joe Machens should exert enough due diligence to ensure that what they’re selling to unwary customers would at least be satisfactory to the buyer. One month of satisfaction is not enough. I think anybody who forks out more than $20k should be reasonably satisfied with the product purchased for years and not a month. Furthermore the sales force should exert enough effort to fix the problem. In this case, the sales manager promised to talk to higher management to resolve the problem and inform me of their decision. I waited for her call twice but she haughtily elected not to respond at all. Apparently she believes that $700 is too much to maintain a decent reputation for the company.

  
  Sincerely,
  
  *** *****

• Initial Complaint

  07/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I traded my car in for a 2020 Jeep Gladiator on 05/12/2023. So, I had the car and it started pulling to the right really bad. I took the car to a third party for a oil change and a alignment, and they stated that they could not do the alignment due to the front differential or the frame could have been bent due to a wreck and recommended to the car back to the dealership. We took it to another third party due to the fact they refused to look at the vehicle. So, my boyfriend took it to another third party and they did another alignment and they installed other parts to make it go straight. The car was still pulling to the right and they did another alignment, and the same issue. They recommended that I take the vehicle to a frame shop. We set up a appointment with a frame shop for 07/25/2023. We have spoken to the dealership and Hyundai and they state that they will call us back but they never do. We are already in the process of getting the car fixed. I would like for the business to pay for the repairs

  Business response

  08/24/2023

  It is our understanding that the customer no longer owns this vehicle and has been traded out of it.  We consider this matter resolved.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid off my vehicle early. I had an extended warranty protection plan for 129k miles. I bought the vehicle with 29k miles on it. At time of pay off NOVEMBER 22, there were 64k miles on it. That means I put 34k miles on a 129k mile 7 year warranty. 24 months usage is NOT 0.48% OF 129k miles NOR is 24 months .048% usage of a 24 mth plan on a 7 year contact. Hyundai said they are using the higher of the two to calculate a refund of $1500. I was quoted a $2900 refund of WRAP protection due to me, plus $650 GAP refund. A total of $3550 quoted to me by the new financier of my vehicle. ****, ******* and ***** from Hyundai clearly see the error and 3 times escalating to the escalation dept STILL quoting me $1500 less than what I am do. I paid off this car early and feel liy *** ******* or Hyundai are screwing me out of $1550 based on their INCORRECT calculations.. Not to mention I closed on November 22..they listen it at Etc 12th. This dealership had no problem selling ne extra coverage but here is over 2 mths later and no refund!!

  Business response

  02/10/2023

  This is a situation where the customer is unhappy with the amount that she has received as a refund for the cancellation of a service contract.

  The service contract is administered by a service contract company separate from the dealership.  That company calculates the refund amounts.  The dealership is unable to change those amounts.

  The dealership is willing to assist in facilitating communication with the service contract company.

  Customer response

  02/13/2023

  It is Joe Machens Hyundai on ******** **** in ******** **. They sold me the extra GAP protection for $750, and the WRAP warranty for $3,250. I paid off the vehicle after 24 months. They owe me a refund of $3,550 between the two that I didn't use...the remaining balance of 5 years on a 7 year contract. No one has issued me a refund. I paid off the car Nov 22, 2022 and have been waiting for them to fix the amount they offered of $1500. They are trying to keep 1500. I have no check from these people and they have not tried to help me like they said.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a used vehicle in December 2022 and within 1 day of purchase the check engine light went on. We took the vehicle to the mechanic for a $800+ repair & spoke with the dealership several times about the issue. Dealership asked us to forward them the mechanic bill & they would work towards a resolution. We sent the bill and received no response. Several weeks later the vehicle needed another $2000 repair which we didn’t talk to the dealership about because we still hadn’t received any communication back about the initial bill. Called at least 10+ times, spoke with at least 5 separate employees, left voicemails, and sent 3+ emails and never once received a call or message back despite them having both mine and my husband’s contact information. The few calls we did get through to talk to someone, we were told they would speak to their manager and call back (then we would never receive a call back). This cycle happened at least 3-4 times. Finally got through to a manager who told me he “tried to call once” despite us having no voicemails or email responses from him, but they would not be reimbursing for any mechanic bills because the vehicle was sold “as is”. This business has no integrity or accountability to it’s customers and will happily sell you a vehicle knowing there are issues with it, and then never speak to you again. Very sketchy and unethical business practices. We were shocked at the lack of professionalism in getting a simple call back or the smallest bit of any type of communication from the dealership.

  Business response

  02/10/2023

  The dealership has worked out this dispute with the customer.  The repair bill is going to be forwarded to the dealership for reimbursement.

  Please let us know if you need anything further.  I look forward to hearing from you.

  Business response

  02/15/2023

  The customer has agreed to send the repair bill to the Hyundai dealership.  Hyundai has agreed to pay for the service expense.  I am not sure if you need any further information.  Please let me know what further information I can supply.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Nov 16, 2022, Colorado DMV asked us about sales tax and bring Colorado form DR24, amount of sale of the vehicle, but do not bring the lease contract. No one helped us and they recommended us that only the dealership which is we leased vehicle complete the form can fill it out. Dec 9, 2022, we got the answer finally after 3 weeks later from M Joe Machens Dealership in Missouri that they couldn’t fill it out form DR-24 December 13, 2022, we called and e-mailed; the dealership in Missouri: “I am requesting a statement from page 2 of the lease contract (A-L) again. Include the amount of down payment and the sales tax. (A-L) at the bottom. The bill-of-sales will not explain all the information that the Colorado DMV requires. That the reason we need this information is to completely register the vehicle and pay tax in Co.” We called the dealership in Missouri, in the middle of Dec., the manager said ***** is working on it the information that we requested back on Dec 13. Jan 11, 2023, we again called the Missouri dealership and talked to the manager. He said we cannot do anything because we terminated the lease when we did the buyout. The manager advised that we have called numerous times. We had guessed they avoid our last 3 weeks of phone call from today. We contacted them and left messages, a person picked up the phone and advised that he would forward our message. However, no one would reply, return our phone calls, or email. He again advised us that we should pay Colorado sales tax on $21, 533(this amount included fee, paid Mo Tax, Tire and Wheel, Temp Tag, etc.). So, we asked him why we should pay sales on the following items: However, we requested only the Value of Vehicle price on Jan 11, 2023, but he refused our request. After they had sold us the car, is it normal for them to treat customers like this? Would anyone be willing to pay the Colorado sale tax (8%) on the items listed above, which is above $2843.62? We still do not have title since July 25th

  Business response

  01/26/2023

  Our dealership has received another request or a response on this case.  Please be advised that this is our updated response.  On July 8, 2022, the customer leased a 2022 Tucson, with a Missouri address.  The customer subsequently moved to Colorado. While living in Colorado, the customer bought their lease out via **** *** ****** *****.  We are not sure whether this was a cash transaction or a refinance.  The payoff on the lease was approximately $21,500.

  Colorado is requiring the customer to pay sales tax on the lease buy out, just like that State of Missouri would.

  The State of Colorado does not accept a Missouri lease contract.  They want a Missouri Bill of Sale.

  The dealership has provided the customer with forms and documents they requested.  The customer is insisting that they paid sales tax on leased vehicle.  They did not.  They paid a cap cost reduction tax of $777.12.

  Please call if you have any questions.  I look forward to hearing from you.

   

• Initial Complaint

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April of this year I noticed my car was burning an excessive amount of oil. I made an appointment over the phone and took my car in to get an answer. After a precursory inspection I was told there were no seals leaking and an oil change was recommended and given. I was told a seal of tape was put over my oil plug to make sure no oil was being taken and to bring it back in a 1000 miles to measure the oil in the pan. I told the customer service agent (*****) that I would burn through that oil way before 1000 miles. He said I could bring it back sooner just keep track of how much oil I put in. That weekend while driving, my car started losing engine horse power (not electrical power). When I stopped at a gas station it couldn't idle properly and the whole vehicle would shake. I immediately drove my car home and parked it. I got an appointment with a certified and AAA approved mechanic a few days later and they did a pressure test on all the cylinders. They determined the 3rd cylinder was not holding pressure and the issue may be covered by an extended manufacturer's warranty they found online for this engine. The following week I took my car back to the same dealership that turned me away with an oil change. I paid for an engine inspection and they found a blown valve on the 3rd cylinder but offered no reason why it happened only that it was NOT covered by the extended warranty. The only recommendation they offered was an entire engine replacement for approximately $7000. My car is 2017 with excellent maintenance records and had only 106K miles. I took the diagnosed issue documents and pictures to the other mechanic. They replaced the engine head with a new one along with gaskets, plugs, oil, etc Four months later the same issue happened with the same valve. The real issue was never diagnosed properly. Three days before this issue, the dealership fixed a recall issue and erased all codes from the engine computer wiping out all diagnostic evidence.

  Business response

  11/01/2022

  We are writing in response to the complaint of ****** *****.  *** ***** purchased a 2017 Santa Fe Sport from Joe Machens Volkswagen with approximately 91,000 miles on it.  

  The vehicle was brought into the Hyundai service department on March 24, 2022.  At that time, the vehicle had 105,044 miles.  The customer complained of a large loss of oil.  It was recommended that the dealership change the engine oil and oil filter and begin an oil consumption test to verify the amount of oil being consumed.

  *** ***** never returned to the dealership to allow them to inspect the oil loss and continue the process.  The vehicle was outside the manufacturer's warranty at that point in time.

  On May 2, 2022, he returned with a new concern.  He indicated that the third cylinder had issues with pressure.  The technician found a failed exhaust valve and recommended a replacement of the engine assembly due to the burnt valve and previous concern of oil consumption.  Both the engine replacement and valve replacement were quoted to the customer.

  The customer inquired why the repairs were not converted under the warranty extension that he was aware of.  That warranty extension covered only malfunctioning connecting rod bearings.  The customer declined the repairs.

   

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  February 2022 we purchased a 2017 Hyundai from Joe Machens (Vandiver). By June the engine went out. Although the car was under warranty, we went 1 week without a car awaiting a diagnosis. The vehicle was then fixed a week later (2 weeks total). Fast forward to September 16th 2020, the battery dies. Went the entire weekend without a car. I cant understand why a large company such as Joe Machens would sell car's with bad engine and bad battery. Now we are out $253. Side note: the service person (**** *******) that took my payment told us that is was "normal" for car battery to die after 7 months of purchase.

  Business response

  10/04/2022

  To whom it may concern:
  
  This customer brought a five year old vehicle into the dealership for service. The vehicle still had a five year old battery. Who is the original battery sold with the vehicle. The battery was charged and tested. It failed to load test. Feeling a load test indicates that a new battery is needed. It is very common for a five year old battery to go bad. The customer agreed to the battery replacement. Ultimately, the customer replace the battery. The customer was without a vehicle for three days while approval from Hyundai was requested. The dealership is willing to work with a customer if there are any further issues. The dealership is not certain what repairs necessary at this time, because the replace battery solve the issue. Please let us know if you need any further information.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a Hyundai Palisade from Joe Machens Hyundai on September 20, 2021. There were many problems with delivery--was not detailed inside or out--packaging still in place, etc. I live in IL (dealership is in MO), paid for IL TTL, but vehicle arrived with MO temp plates and had to get my TTL money refunded to get my plates in IL--money arrived late and I had to pay out of pocket at DMV to avoid penalties. They did eventually get the checks to me. Soon after, I got a letter from the financing company saying I had not registered my vehicle as required. I called to see what the problem was, only to find out they had been given the wrong VIN number. Upon further checking, realized all of the three additional warranties I had purchased also had the wrong VIN numbers.... Contacted the dealership to correct. Had several correspondences over the next few months, some of which included them sending me new warranty documents to sign that were STILL wrong or incomplete--no dates or documents they did not sign, not all of the policies, etc. My last contact was March 6 to Jeff Rackers to question a docusign document that still had errors. There has been no further contact from them, but I got a $500 check from them in the mail with no explanation, which I have not cashed. I recently had my car serviced and that dealer confirmed what I saw on my car's history--I have no additional warranties attached to my vehicle. I paid $1490 for an exterior and interior protection warranty, $595 for paintless dent repair, and $795 for windshield repair and replacement, for a total of $2880. I am requesting a full refund, as I have never received the purchased policies. I see on my car's account they also ordered a set of lugnuts and required tool to change the tires for my vehicle, but they were never sent to me. Since I never got the original tool that goes with my CURRENT lugnuts, not sure how I am supposed to get them off to replace with new anyway..... Horrible experience.

  Business response

  06/16/2022

  We are writing to respond to the BBB complaint of Angie Kinzinger.  The dealership did forward her a $500.00 check to refund the deposit she had placed as a down payment to hold the vehicle.

  Her vehicle was detailed inside and out.  However, the plastic was not removed from the leather seats in the third row.

  The vehicle is always delivered from a Missouri dealership with Missouri temp tags.  That is regardless of the State that the customer resides in.  A Missouri dealership does not have the ability to issue Illinois temp tags.

  There was an error on the wrong VIN number being on the paperwork.  The dealership forwarded a ******** gift card as a apology for the error.

  The exterior/interior protection, the paintless dent repair and the windshield replacement coverage is not through Hyundai.  It is through an outside company and that is why the dealer could not see it.

  The dealership is willing to work with the customer regarding resolution of all other issues that need to be addressed with respect to the vehicle sale.

  Customer response

  06/18/2022

  Complaint: ********
  
  I am rejecting this response because:  First of all, their "facts" are completely wrong.  From the top:  I did not ask for a refund of delivery fee.  A $500 check (dated 12/30/2021, but postmarked 2/8/2022), arrived at my home with no explanation after a round of trying to get the warranties corrected in late January.  They sent documents to correct VIN be signed by me that were incomplete with date or their signatures. They stopped replying to requests to complete the documents and then a check arrived in the mail with no explanation.  (I did sign my part of the documents.)  I have not cashed that check. It is still in my possession. 

  
  

  The car was NOT detailed there was plastic in various places, (front doors, middle consule, back seats), it was dirty, suction cup marks on windshields and the driver who delivered had to help put the rear seats in place as they were not fully assembled. 

  
  

  We have bought nearly every car we own form MO (living in IL) and they have ALWAYS given us IL plates or transferred for us. We have never had to switch form MO to IL plates, never had to go to DMV to pay taxes.  Nonetheless, they took my money for IL sales tax and TTL when I purchased the car.  If they KNEW they could not do IL plates and taxes, why did they collect that money?  They (dealership) told me I had to request a refund of that money, which was then initially made out to the wrong government agency in IL for sales taxes, forcing me to pay out of pocket before the refund to avoid late payment penalties. They did eventually issue me check for the sales tax and TTL reimbursement.  I still have possession of the check made out to the wrong agency. 

  
  

  The ******** gift card was delivered by hand by the driver who delivered the car because it took them nearly a month deliver it after it was on the lot.  We hadn't even discovered the incorrect VIN number at that point--that would happen nearly two months later. A $200 gift card would not compensate for nearly $3000 in warranties not received due to VIN error at any rate, even if that was factually true, which it is not.  AND, even if it were an "apology" for the wrong VIN # (which it wasn't), wouldn't that then imply you would FIX THE PROBLEM??  

  
  

  They say they are "willing to work with the customer", and yet after ME pursuing them repeatedly to fix this issue for over six months, they have NOT.  I still do not have the signed, dated, warranties with correct VIN number for the vehicle I own.  I do not have the policies I purchased.  I have no ability to rectify it from my end.  I have reached out to them REPEATEDLY to correct it and it has still not been corrected.   Clearly they either do not have the ability or the desire to correct this error 100% of their own doing.  I am done fighting to getting the warranties.  I just want a full refund and to never have to deal with these people. If they are collecting sales IL tax and TTL they claim they cannot process, that is probably an issue that needs to be reported to authorities as well. 

  
  

  
  
  
  
  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. ↩