ComplaintsforLen Stoler Inc.

• Initial Complaint

  02/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my car in for a noise it was making in November 2021. The car is under warranty. Len Stoler Hyundai attempted to fix it but could not. They had me come back 4 different times to get it but it was still making the same noise. They had my car until January 2023. While they had my car, someone received a camera speeding ticket in Oct 26, 2022. I contacted the service department numerous times asking them to pay it. They would not pay it on time, it was due 12/18/22. I had to speak to someone outside of their office in order to get it paid. They finally paid it on 1/9/23, but my car was then flagged for an administrative flag for them not paying it on time, with a $30 fee. They also told me they could not fix my car even though it was under warranty and that I should try another dealership. It was an awful experience and I still am dealing with getting this flag off of my record.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I'm trying to get some documentation for the vehicle that was purchased Len Stoler will not give me any information. I haven't received a title and my the bank will not give me any information I believe there is faulty information on these documents. Could you please help me review

• Initial Complaint

  01/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  August 17th, 2022 I've taken my vehicle which is a 2016 Hyundai Genesis ***** 3.8 to Len Stoler Hyundai for Service. Before I took my vehicle to Len Stoler Hyundai, I've had the vehicle diagnosed at a local shop, and the problem they told me exactly were my catalytic converters are bad. Len Stoler Hyundai ****************** diagnosed my vehicle with a bad timing belt, and the motor has to be rebuilt. I really haven't gotten a clear explanation on what's wrong with my vehicle as it's been in their shop for six months. I haven't received any type of communication, they've been giving me unpromising dates when my vehicle will be ready, and now they've finally been honest with me after "six months" that don't know what's wrong with my vehicle after claiming they knew what the issue were. Also they lied several times about giving me a loaner car while mines has been in their shop for six months.. Meanwhile I'm paying countless amounts of money for Lyft/Uber just to get to work and back home.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My vehicle was dropped off on October 7, 2022 with the main concern being a loud noise coming from the engine. They asked if there were any other problems and I mentioned that the steering wheel was a little shaky, but it was not the primary concern. I came to pick up the vehicle two weeks later and I asked if the issue had been resolved. I was assured that everything was fixed and I paid the bill for the repair. I turned on the vehicle and the same noise was very apparent immediately. The service manager came out and spoke with my husband and assured him that a more senior technician would work on fixing the main concern.We were then informed that the cause of the noise was determined and that it would be covered under warranty. A few days later, we were informed that the piston was also broken and contributing to the noise (in addition to the other repair and that both were covered under warranty).For the past two weeks, we have been trying unsuccessfully to obtain any information regarding the status of our vehicle's repair. My husband spoke with the service advisor multiple times and was assured that they would provide an update soon. I called and left multiple messages for the service manager including my phone number and I did not hear back. The service manager finally responded to my voicemail messages and email on November 30, saying that he would provide an update by the end of the day. I have sent emails daily since that time with no response. I am requesting, as a first step, answers to the following:1) What are the repairs needed for the vehicle?2) Has information been submitted to Hyundai for the parts? If so, when was this submitted?3) What is the status of the claim to Hyundai?4) When are the parts expected to arrive?5) How long after the arrival of the parts will the vehicle be ready?

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 13th 2022, my engine locked up with no warning on my 2013 Hyundai Santé Fe. I had it towed to the dealer ( Len Stoler Hyundai Owings Mills ) service department and spoke to the service rep. and told him that I have an extended service warranty to cover the engine. The service rep. informed me that he was going to contact the extended warranty dept. to start a claim, a week went by and he never did. I then spoke to the service manager and he assured me that he will contact the extended warranty dept. But he did not contact them either, I return to the service dept. and asked the service manager to contact the extended warranty while I was their and he did July 28th. The service manager told me that he would send the extended warranty company all document needed to start a claim for the replacement the engine by July 29th and never did. I call the extended warranty company and they told me that they have not received any documents to this date on 08-05-22. The extended warrended company stated that they have also contacted the service dept. and requested all documents need to start the claim and had no response. I contacted Hyundai corporate and they assigned a case manager to help me get the service dept. to send all documents necessary to the extended warranty company which is through Hyundai warranty. The service manager told the case manager that he would send the documents by 8-2-22, I am still waiting on the documents to be sent to the extended warranty company. Can you please help me resolve this problem?

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Good day, I purchased a 2018 Audi A5 Sportback, from Len Stoler Ford in Owings MD on 2 June 2022. My car salesperson was Wes. I informed Wes the next day (3 June) of purchase, his worker used the wrong tag screws when he screwed on the tags and damaged thread to tag bracket. Wes guarantee reimbursement of payment. I contacted Wes for reimbursement and nothing. I sent follow up messages and still no payment. I have exhausted all efforts and now I am here requesting assistance from BBB. Thank you.

  Business response

  09/27/2022

  Business Response /* (1000, 12, 2022/08/17) */ We are cutting her a check this week for the reimbursement of 392.47 . Thank You, Gino ******* GM Consumer Response /* (3000, 19, 2022/09/02) */ Hello, The case is not resolved. I did not receive payment. I would like the matter resolve as soon as possible, as this has been going for 3 months now.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In late July/early August of 2021, I took my 2014 hyundai santa fe to Len Stoler for engine trouble. After paying for the engine to be examined and determining that I did not want to replace the engine at the dealership, I sent a tow truck to pick up the car. Upon arrival the tow truck driver call to inform me that the engine was in pieces and he did not recommend that I take the car from the dealership. During this call, the service manager can be heard using expletives toward the driver and yelling at me through the phone about my desires to not pay for the vehicle. I decided to all the car to remain at the dealership soo that I could discuss having the engine put back into its original state before taking the car. My husband began to make several trips to the dealership to handle the matter. During the trips he found that several employees ( managers, service people, etc) either left the dealership for other employment or were dismissed. This occurred over several months with NO resolve about the car's engine. During this time we also removed the plates from the car since it was sitting and not being used. (I am still paying dor the vehicle with full coverage car insurance). Most recently we returned to the dealership to see if management had changed and we could get resolve. We were told that Kyle ****** would be able to help. Initially Mr. ****** seemed like he could help. Buy, he then told us he could not find the key. After telling him, that I did not want any business with Len Stoler except retrieving my key and having the engine restored, he has not been responsive to documented phone calls. He has insisted he will charge for storage even though the dealership misplaced the key and refuses to return the car in the state in which it was delivered without EXTRA fees to restore the engine. In 9 months I have dealt with several managers, service personnel and sales agents and NO ONE has resolved or even demonstrated care to find the key & fix the engine.

  Business response

  07/15/2022

  Business Response /* (1000, 13, 2022/06/09) */ Service Department completed putting engine components together and provided new key for guest..

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I leased a 2022 Elantra in August. By November, the car was un-usable and went into a different dealership for repairs. I called and emailed Len ****** countless times, and never heard back. I just wanted to get out of my lease. It should've been an easy fix, as it was a lease. I didn't have title to the car, so the process should've taken a week at most. Just cancel my lease, and let me move on. When I figured that Len ****** was never going to return my calls or emails, I took an Uber out to the dealership to speak with someone in person. I spent 2 hours in the dealership, and was basically told "tough luck, we don't have to do anything since its in a shop." And even after this event, with Len ****** KNOWING that they sold me a defective car, they never ONCE reached out to see how it was going or to offer a solution. They never even said they were sorry. They got their money, they checked a car off of their quota, and that was that. I lost about $1,000 on this process between insuring a car I couldn't drive, and buying Ubers because I had no car. It had a significant impact on my mental health as well, as I was a 25 year old who felt utterly helpless in a situation that should have been exciting and positive.

  Business response

  05/06/2022

  Business Response /* (1000, 10, 2022/04/18) */ Customer has vehicle at another repair facility. Not able to fix a concern if the vehicle isn't available. I am not sure of the specifics of the customers concern but, would be willing to have a conversation with the customer. Consumer Response /* (3000, 12, 2022/04/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) As anyone who actually read my complaint would know, the location and status of the car is not relevant in any way. My complaint was rooted in how you all acted during the multi-month situation. I do appreciate the sentiment about being willing to have a conversation with me. That's what I tried to do when I came into the dealership in January asking for help. The manager (Travis? maybe) I spoke with, who (allegedly) called the GM on my behalf, was so polite but offered so little help. I also appreciate you all reiterating that you were unable to do anything because my car was at a different dealership, but I would be interested to know what you expected me to do? Your garage was booked out for months, and I had a car that stalled in drive. That's not your fault, but I couldn't wait months. Why was the consumer paying the price, rather than the billion dollar company, in a situation where neither party was wrong? I can't imagine selling someone a car, finding out that it was a lemon, and then not exhausting every single option to rectify the situation for them. And don't forget not even reading their BBB complaint! The bar is set soooooo low for car dealerships, and you all still managed to go lower.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $3,000 out of pocket for a deposit Feb 7th and subsequent to the price of the damage jumping from $4000 to $8500 (the price hike was mostly due to parts which is a common 'rip-off' practice of many body shops) decided to just go through insurance on Feb 9th. I stopped in the body shop on Feb 11th and spoke to the Manager, Steve. He assured me my deposit was "on-the-way". At the time of writing this on Feb 22nd, I have yet to receive my refund for the $3,000 deposit or an explanation as to why it has been delayed. All further attempts to contact the manager (Steve) by phon have not been returned.

  Business response

  03/24/2022

  Business Response /* (1000, 5, 2022/02/23) */ Mr. ***** damaged a Lexus RX350 owned by Mr.******** Mr. ***** and wished to pay out of pocket and gave us $3000.00 cash on Monday, 2/7/22 as a deposit. The damaged vehicle was brought into our shop, provided a supplement which was higher than the preliminary estimate. Mr. ***** then decided that he wanted to initiate an insurance claim, he no longer wanted to take care of the incident COD. He asked for his money back, at which point I told him we had ordered parts against that money (he didn't believe me) and that I would have no problem issuing him a refund if I had a valid insurance claim number for the vehicle. As of 2/22/22 we have verified there is a insurance claim started. We are now verifying who will be responsible for the insurance deductible. Once these items are verified, we will issue a check request to Mr. ***** and he will receive a check within 5-10 business days. Consumer Response /* (3000, 7, 2022/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of Feb 9th the insurance companies have been handling this collision. Lenstollers has not done their due dillegence as they should have known and didn't find this out until after I filed a claim thru BBB and submitted several reviews on February 22nd which also to be the date in which LenStoller verified insurance. This is nearly 2 weeks later. Subsequenty they have failed to deliver my refund in timely manner. My deposit is MY deposit for an out-of-pocket repair I am no longer paying for which was decided Feb 9th and the dealership was also informed on February 9th. I do not have a deductible but aside from that I am not responsible to pay another persons deductible for a vehicle that is not mine as LenStoller is also aware. They have no legal precedent to withhold my funds. They have avoided my calls for 2 weeks and are now attempting to buy themselves more time to keep a deposit of $3000.00 that they are no longer entitled to. The parts aforementioned by LenStoller are no longer secured with my $3000.00. Their business practices up to this point do not warrant a positive rating by BBB nor do they denote a company that doesn't practice in nefarious actions. I am one of many who have filed a complaint about this establishment. I have submitted a text message and also received a phone call Feb. 22nd from Steve, the Manager of the collision shop. I have done nothing untoward or unscrupulous. I simply want my deposit returned to me in FULL. Business Response /* (4000, 12, 2022/03/18) */ LC BBB NOTE 03/18/2022- In the interest of helping to get this complaint resolved. we asks that the consumer provide any updates from the insurance company regarding the status of the claim in question.

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In November 2021, my husband and I noticed our car was having a issue with power, which was a previous issue. When noted before and taken to Len Stoler, we were given a new transmission in August 2020 under warranty and a new Cadillac converter with a payment of $900. Fast forward to November 2021, same issue 2-3 months outside the one year warranty of the parts. This tells us the parts were faulty, or the car was misdiagnosed. Since November, our car has been at Len Stoler being evaluated by the warranty department with absolutely no work, and very little communication besides "We are hoping to get it covered for you. It is pending." During this time, my husband and I have called repeatedly with the same answers, called Hyundai corporate for it be turned back over to Len Stoler or no returned call. We have been without a car since November on behalf of Len Stoler. We have paid for rentals, borrowed cars. We have put so much money into trying to get from point a to b without our car. We have kids to get places, and jobs to get to. One car is not cutting it which is why we own 2 (but have not had one for 3 months). We have asked Len Stoler for a rental, they said it needs to be approved. It has been waiting to be approved since November. Now almost February( 3 Days away), we sit in the same spot, no rental and no repairs. We are beyond frustrated, and have been long time Hyundai customers. We have no faith in their team nor their products. We just want Hyundai to fix the faulty part that was put in the first time, and diagnose and fix whatever they misdiagnosed not at our expense, and return our car ASAP. At this point we are considering legal actions if we do not get answers within the week.

*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. ↩