Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/25/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against **** Reeves Hyundai in Cerritos. I felt deceived by the dealer, and I am deeply upset by the fraudulent and false advertising of the vehicle that I wanted to purchase.I have been looking on various dealership websites searching for an 2026 Ioniq 9. On June 1st, I found a Ioniq 9 SEL on Norm Reeves official website advertised for $67,328.49 after tax/registration (Attachment 1).Thereafter, per the phone call, Mr. ***** *** requested that I put a $500 deposit down to secure the vehicles price as advertised. I was given the *** of the vehicle (Attachment 2A and 2B) as a statement of deposit. Additionally, my text to Mr. *** on June 1st, around 10:17 AM said: ...Could you confirm via text that the total purchase price of $67,328.49 is what were going to pay when we pick up the vehicle when we arrive at your dealer?. Mr. *** replied in text Yes. (Attachment 3).On June 5th, the car was ready to pick up. Upon arriving, I was ready to sign the deal. The Sales Manager, Mr. ***** ******, told us that the quoted price was a mistake and that he would refuse to honor it. In fact, the minimum price that Mr. ****** was offering to sell for $7,500 more, for a total of $74,828, for the same vehicle.I was very disappointed and left empty handed. I felt that this was an incredibly unfair and unprofessional trick from the dealer. I am still willing to buy the vehicle if the Dealer honoring the final price of $67,328.49, which was originally agreed. As a consumer in the **********, I am honestly expecting to pay the price that was advertised on the website, which was agreed and confirmed in writing by the salesperson, after a $500 deposit to secure the price.

  Business Response

  Date: 07/01/2025

  Mr. Tran,

  We have reviewed this issue completely.

  The Ioniq 9 was not eligible for the $7,500 rebate because Hyundai had not added the car to the government list.

  It is listed now and qualifies for the rebate. You have been notified, and Scott has been in touch with you about scheduling your delivery of your Ioniq 9.

  Thank you,

  Bill Stephens

  General Manager

  Norm Reeves Hyundai 

  Customer Answer

  Date: 07/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23515388, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Luong Tran

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I leased a car on 4/31/2025. I was told that excess wear and tear and theft warranties would be at no additional cost for a 24 month lease by **** ******. I checked the lease when I got home and realized the warranties were charged to me so I reached out to have it adjusted. I was told on multiple occasions this could be fixed and I have been attempting to receive an e-contract for 4 weeks now to fix this issue. My original lease was $229.91/ month for 24 months with $5000 down (with warranties stated above). The agreed upon new contract would be $180.81/month with $5000 down (without warranties). The one e-contract I was sent had errors (it contained 2 separate agreements: one I could sign that was not the agreed upon price, and a second one that I agreed to but could not sign electronically.) I have attempted numerous times with phone calls and emails to receive said contract from ****. I reached out to the manager on site, Javed, and was directed to the finance director, *****. I have been told for a week now that I would receive the e-contract from ***** and have not received it. I am attaching copies of email chains, the e-contract I was given that had errors, and my contract currently.

  Business Response

  Date: 06/10/2025

  Rei Akuto,

  We tried to send you the new agreement five times without success. 

  Since you came in last week and signed a new agreement. We should be all set.

  If anything else is needed please let me know.

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

  General Manager 

  Norm Reeves Hyundai

   

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2016 ***** CR-V EX on April 21, 2025 from Norm Reeves Hyundai through the *** referral program.During the process of the sale, I was told by Sales Manager ****** ****** that all of the cars on the lot are equipped with an Anti-Theft System in order to prevent the cars from being stolen from the lot and the cost of the Anti-Theft System was in my contract to recoup the expense that the dealer paid to have it installed.I specifically asked if the system was already on the vehicle and was told that it was. Within a couple of days after the sale, I got a call from ************************* wanting to schedule an appointment with me to have an alarm system installed on the car. I was confused and I told the young lady on the phone that the car I purchased already had an alarm system on it. She then changed from saying it was to install to it was to upgrade the alarm system. I scheduled the appointment for April 29, 2025 @ 8am. When the technician came out on the morning of the 29th, I asked him if there was an alarm on the car and he said "no". I asked him to leave and called *** ****** who assured me that all cars on the lot are equipped with the Anti-Theft System and perhaps this car had somehow gotten missed with the installation. He tried to convince me to have the Anti-Theft System installed but at that point, I was not comfortable with the entire issue and asked for a refund for the system due to the fact that it was not already on the car as I had been told. He told me that his Director ***** ****** would have to handle the issue. I emailed *** ****** on May 4, 2025 and have left him voicemails; however, he has not responded. Therefore, I am filing this complaint in an attempt to get the issue resolved.

  Business Response

  Date: 05/19/2025

  We spoke to ****** ****** today.

  She is going to come to the dealership on Thursday to learn about the security system she purchased.

  She can keep the coverage if she would like to have it our we can remove the system and refund her money.

  Thank you,

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

  General Manager

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

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23349969
  
  Although I welcome the response from Norm Reeves Hyundai because prior to me filing the complaint, my calls and email message was not being responded to; however, the message from Norm Reeves Hyundai is not accurate. There was no security system on the car that I purchased even though the Sales Manager told me there was. I'm going to the dealer tomorrow to get a refund in the amount of $1,985.00 that I was charged for even though the security system wasn't on the car.

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

  Business Response

  Date: 05/21/2025

  She is coming into the dealership to review what she purchased.

  If she decides to keep the security system, she is all set. If she wants to have us refund her purchase, we will help her do that.

  Thank you,

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

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint regarding the recent denial of warranty or goodwill assistance by **** Reeves Hyundai Superstore in Cerritos and Hyundai Motor America for my 2014 Hyundai ******. The engine in my vehicle suddenly failed while I was driving, and I had it towed to the dealership, where I was told the cause was rod bearing failure due to oil starvation. They claimed this was the result of exceptional maintenance neglect, and denied my request for engine replacement under the extended warranty or any goodwill support.This accusation is completely false. I have documentation showing consistent oil changes and regular maintenance, with no dashboard warnings, engine lights, or signs of trouble prior to the incident. I maintain my vehicle responsibly and have sent records to support this.Its also important to note that this particular engine (2.0L Turbo GDI) is part of a class-action lawsuit and warranty extension due to well-known design flaws involving oil flow and rod bearing issues. The engine failure in my vehicle aligns with these known defects, and I believe Hyundai is wrongfully denying coverage by blaming the customer instead of accepting responsibility for the faulty engine.When I contacted Hyundai Consumer Affairs, I was told there was no appeal process. I was given no further assistance beyond a vague denial with no chance to clarify or defend my case. I am requesting a full review of my service records, reconsideration of my claim, and assistance in resolving this issue.

  Business Response

  Date: 05/19/2025

  ***** ****;***,

  The decision on approving or declining a warranty claim is 100% the decision of the factory.

  Hyundai could see large gaps in your oil and filter changes. The inside of the engine showed signs of varnishing, which is caused from heat and lack of oil.

  We were hoping Hyundai would have approved the repair. Their decision was to decline the work.

  Hope that sheds some light on the issue.

  Regards,

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

  General Manager

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

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a 2021 Tesla Model 3 from Norm Reeves Hyundai Superstore Cerritos. While my experience with the salesperson, Anasheh, was positive, the finance process involved deceptive and unethical practices that resulted in me being charged $599 for an add-on I had explicitly declined. After providing my banks pre-approval and offer sheet, finance manager ******* falsely claimed that the $4,000 EV rebate could not be applied as a down payment. I had already confirmed with my bank and the *** that this was incorrect. Only after I pushed back did he admit I was right. Later, after rejecting a list of optional add-ons, I was told that a $599 ************* package I had previously declined was now mandatory. However, the paperwork clearly lists this item as **optional**, meaning I should not have been forced to accept it. This fee was added solely to increase my loan amount, causing my monthly payment to rise from $376 to $419an increase I did desire. I am requesting a full refund of the $599 that I was misled into paying. The dealership knowingly misrepresented an optional item as mandatory, which is a deceptive business practice. If this fee was truly required, it should have been disclosed transparently from the beginning, not forced upon me at the final stage of financing. I expect Norm Reeves Hyundai Superstore Cerritos to uphold ethical business practices and refund the $599 immediately. If unresolved, I am prepared to escalate this matter further.

  Business Response

  Date: 03/24/2025

   

  Mo,

  The product you purchased can be canceled at any time.

  Please reach out to ***** ******, Finance Director, and he will help you process the cancelation.

  I know ******* went over the product you purchased, if you have changed your mind, we are happy to get you a refund.

  Thank you,

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

  General Manager

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

  Customer Answer

  Date: 03/28/2025

   
  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. However, I would like to make mention in response to **** in accordance to his statement that I changed my mind or had second thoughts because that is false. I declined the option at the dealership when presented but his finance manager communicated after allegedly speaking with him via phone that it was mandatory to close the deal and I have a recorded witness to verify. After careful research I learned it was indeed an option and inappropriate and illegal to present it as mandatory hence why I filed the complaint.
  
  Sincerely,
  
  ** *******

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a 2021 Tesla Model 3 from [Dealership Name], and while I was pleased with the vehicle and had a positive experience with the salesperson, Anasheh, I encountered unethical practices from the finance manager, *******, that I believe need to be addressed.I had provided the dealership with my bank's pre-approval and offer sheet, and everything seemed straightforward until I met with the finance manager, *******. During our discussion, ******* attempted to mislead me by stating that the $4,000 EV rebate could not be used as a down payment. I knew this was false, as I had previously confirmed with both my bank and the *** that the rebate could indeed be used in this way. After some back-and-forth, ******* "checked with his manager" and returned, stating that the rebate could be used as a down payment, as I had originally confirmed.The situation worsened when ******* insisted that we could not move forward with the deal unless I accepted a $599 add-on for an additional service. I had previously rejected this same add-on when it was first presented by the salesperson, along with a list of other optional add-ons, and made it clear I did not want it. While I reluctantly agreed by signing the paperwork, I feel this was an unethical tactic to force additional charges on **** feel that I was misled and pressured into paying for something I had previously rejected and wasn't necessary for the deal, which I believe violates California Business and Professions Code ***** and California Vehicle Code ******** regarding deceptive business practices.I am requesting a refund of the $599 add-on fee, as I did not request or need this additional charge, and I would like the dealership to take responsibility for the unethical behavior exhibited during the finance process.I hope the BBB can assist in facilitating a fair resolution. Thank you for your help in resolving this issue.

  Business Response

  Date: 03/12/2025

   

  Mr. *******,

  The product you purchased was a theft deterrent that they etch the body panels.

  You agreed to the purchase. If you would like to cancel the product, we will be happy to help you.

  Please email the Finance Director, ***** ******, at ******************************************** Give him your info and the miles on the car.

  If the car still has a loan to be paid off, the refund is sent to the lending institution and reduces your loan balance.

  As for the ** rebate, to qualify we had to verify the car had not been resold from September 2022 to qualify for the rebate.

  ***** was the person that verified that the car qualified, and we did give you the rebate.

  If you have any more questions, please reach out to me. Be happy to help you.

  Hope you are enjoying your Tesla.

  Regards,

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

  General Manager 

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

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/28/2024 I leased a 2024 **** from the dealer & after 6 months still have not received my new license plates. I tried several attempts to contact the dealer and got no response from anyone so I contacted the *** in December of 2024 and they told me it was the deader had incomplete paperwork. I called the dealer and got no response again after a week of trying finally spoke to someone on December 30 and they told me that I had not provided proof of insurance. I did that immediately and we still have got no plates.I called the dmv again on January 23 2025 & they told me that the cars needed to be registered. I have made several attempts today to talk to someone and still no responses.this is January 23 2025

  Business Response

  Date: 02/03/2025

  ******,

  I apologize for the delay in your receiving you license plates.

  I know ***** our DMV representative has been in touch with you, and we will get the information we need to complete your registration.

  Please reach out to me if you have any other questions.

  Regards,

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

  GM Norm Reeves Hyundai

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

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vehicle was purchased Aug of 2022. During the purchase of the vehicle a windshield protection plan that was described as full replacement of cracked was offered by Said *****, sales manager. I asked if it covered full replacement and he said yes. The protection plan was then purchased. On Jan 1st, I discovered a Crack on my windshield, numerous phone calls were made without a person to speak to. On January 6, 2025, I personally went to the dealer and was then directed to the Genesis ***** where I was finally given information that did not match was told at the time of the transaction, that the windshield protection plan only covers a chip the diameter of a nickel. I spoke to ****** ******* who then went to speak to ******* ******** and said that nothing could be done. Nothing was offered, not even an apology. Resolution was not provided or offered.

  Business Response

  Date: 01/06/2025

  Mr.******,
  
  I apologize for any miss understandings. As ****** explained to you, the Repel products covers repairs from chips in your windshield. They will repair the chip. If your windshield is broken our cracked, you will need to look to your automobile insurance policy. The Repel product does a good job of reducing chips and when you get your windshield replaced, if you would like to have the product reapplied to your new windshield, we would be happy to do this for you.
  Hope this helps, if you have any questions, please let me know.
  
  **** ********
  General Manager
  ************

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 7, 2024 we purchased a 2015 Jeep Cherokee from norm Reeves Cerritos. We had the paperwork written up to purchase with an extended warranty, but at the time of signing the representative said we could not purchase the extended warranty and said it came with a warranty from warm Reeves. We reluctantly agreed and signed the papers. On November 27th 2024, the car broke down and had to be *********** was late at night.And it had to be towed to repair facility because it was in a dangerous location. The next morning we attempted to call norm Reeves.We got disconnected from them 2 times and transferred to several different representatives who had no idea how to help us. We ended up paying for the repairs out of our own pocket $1203.20 plus $297.00 for towing. When we called norm Reeves, they said there is nothing they can do to help. would not be reimbursing us.We have owned the car for less than one month. We would like compensation for the money we paid for repairs and towing.

  Business Response

  Date: 12/02/2024

  *****,

  I'm sorry to hear about the issues with your Jeep.

  When you purchased the car, everything was working just fine. The car you bought was sold "as is".

  What this means is that the car is older but still has a lot of life left in it. There is a possibility that it will need some repairs in the future, all these repairs will be your responsibility.

  The Jeep you purchased was $10,900, a lot of car for the money. You did buy an extended service policy that covers power train components, which is the best service contract you could purchase based on your limited finance option. 

  Even though your car was sold "as is", if you have any other issues with your Jeep, we would be happy to give you an estimate for the repairs through our shop.

  Best regards,

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

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

   

• Initial Complaint

  Date:10/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally complain about Hyundais persistent and unauthorized contact regarding maintenance information for a vehicle that I do not own. For over two years, I have received both phone calls and text messages related to someone elses car.Despite my repeated requests for Hyundai to erase my information from their records, the communications have not stopped. I consider this ongoing contact to be a form of harassment.I am requesting the following:Immediate deletion of my personal information from Hyundais database.Compensation for the distress caused by these unsolicited communications over the past two years.I appreciate your attention to this matter and look forward to your prompt response.

  Business Response

  Date: 10/29/2024

  ****** ****,

  I understand how frustrating this can be.

  I'm Norm Reeves Hyundai, and you are not in our system and have not received any correspondence from us.

  I will pass this information along to Hyundai Motors to get their assistance is removing you from their data base.

  Thank you,

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

  General Manager 

  Norm Reeves Hyundai

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