Complaints

This profile includes complaints for Hyundai Capital America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hyundai Capital America

  3161 Michelson Dr Ste 1900 Irvine, CA 92612-4418

  
• 

  Hyundai Capital America

  PO Box 20835 Fountain Valley, CA 92728-0835

  
• 

  Hyundai Motor Finance

  PO Box 0542 Carol Stream, IL 60132

• 

  Hyundai Capital America

  PO Box 7247-0332 Philadelphia, PA 19170

• 

  Hyundai Capital America

  Phila, PA 19170-0001

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:08/12/2024

  Type:Order 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 have a finance loan with Kia motors finance and I requested a payment deferral in October of 2023 for the month of November 2023, I spoke with a representative handling the deferral named ****** who told me the deferral was approved but just needed IT to apply the payment. Fast forward to July a cooperate person by the name of ******************* reached out to assist in gettting this applied. She has not helped one bit but instead challenged me into word antics and telling me my deferral is now not approved and is in a waiting period AFTER blance and every other representative has confirmed the deferral. This have asked numerous times to speak with ***** boss and she has refused stating that shes as high as it gets I asked to speak with a IT manager to see if they are even capable of handling this so called glitch and she refused. I would like whoever this ladys boss is to reach out to me. This is ridiculous, you guys have been carrying this balance over month to month for almost a year I want this handled immediately!!! Please have who ever ******************* reports to contact me immediately!! I have documentation showing that this deferral is to be applied as well!

  

  Business Response

  Date: 08/19/2024

  Hyundai Motor Finance (HMF) has contacted the customer and a message was left on 08/15/2024 to discuss their concern. We will follow up with the customer in 2 business days from initial contact.

• Initial Complaint

  Date:08/12/2024

  Type:Order 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.

  As of July 26th I was emailed from the collections department of Kia ********************* I called them July 30th informing them I went through Covid lost my job lost my availability to a phone but just gained access back to funds and a cellular device and seen there email I stated started a job as of march and was able to give them a call and a date to resolve my amount due for my vehicle finally, I spoke with a women who informed me I could pay 1350 to get my account in good standing before charge off takes place to my account. I explained I wont be able to pay until August 5/6th as that is my next pay day she stated the account is pending a charge off but she can note it and try to work with me since I did contact them before the deadline I than called August 4th to make the payment of 1350 with a woman named April she stated she can no longer take the payment of 1350 the payment now due is ********************************************************************************************** contacting support I than asked for management and a breakdown of how pricing kept jumping around for a deferred arrangement after contacting before the date of charge off, she stated a manager will call back within ***** hours I than called back after 144 hours to speak with ms.r who stated management assigned to me wont be back until 2 weeks and my account is now charged off with a balance of 4k and they cannot work with me on a deferred payment arrangement. They stated I can still pay the amount due and monthly but my account will remain in charge off with no access to a full break down of the totaling amount that caused the account to charge off. I am willing to pay majority of the amount due that I can but I was lied to about the amount every time and they are not willing to send me a breakdown sheet of the inconsistent charges occurred.I was also locked out of previous agreement with them regarding a payment plan in march to get account in good standing previously.

  

  Business Response

  Date: 08/15/2024

  Kia Finance America (KFA) has contacted the customer on 8/15/2024, their concerns are being addressed and together we are working on a resolution.

• Initial Complaint

  Date:08/11/2024

  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 attempted to contact the department to make a payment and start my unemployment insurance portion of the contract to delay payment until gainful employment. I reached a customer support representative on August 10, 2024 around 8:50am EST. I wanted to make a payment and ensure I had the unemployment clause active on my account. I was told I would have to pay a $7.95 fee to pay over the phone. I said I was unwilling to pay a fee as it is free on the website but my account is unable to be paid online. I was told I was unable to pay with my debit card online due to 2 returned checks. The checks I understand. I forgot to turn off auto pay as the money was there the next day due to transfer from the unemployment card. I was told I was unable to pay online and I asked for a manager. The employee became very cagey about their answers and spoke for a manager and I wondered why I couldn't wait to hear it from them. They then told me that they couldn't transfer me unless I paid. Then they said I could hang up and call customer service but they weren't in until Monday. Then I asked if they aren't in until Monday how would he transfer me after I paid? I demanded to speak with a manager at this point as I lost complete trust in the individual. Then he went silent and came back on and said he would transfer me. Then I was transferred to a line that said to call back during regular business hours and it hung up

  

  Business Response

  Date: 08/14/2024

  Hyundai Motor Finance (HMF) has contacted the customer, and a message was left on 8/14/2024 to discuss their concern. We will follow up with the customer in 2 business days from initial contact.

• Initial Complaint

  Date:08/10/2024

  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.

  On 8/7/24 a canceled gap insurance and maintenance plan refund was paid to the finance company Hyundai Finance for my car and instead of applying the $2800 back to the principal amount of the car loan, they took the money and are saying I don't have any payments until after December 2024. It should go to the principal balance of the loan. They are doing something crooked in order to gain more interest, it's my money and I should be able to say how it gets applied. Not the other way around. They also didn't report my payment for March so my credit report is bad because of them.

  

  Business Response

  Date: 08/12/2024

  Kia Finance America (KFA) responded to our customer's concerns via Phone on 8/12/2024 and provided them with a resolution.

• Initial Complaint

  Date:08/10/2024

  Type:Customer Service 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.

  My brother who is the original owner of a Hyundai 2018 Tuscon & I (we purchased the car from my brother) have been requesting a lien release from this company for over a month. At the end of June the car was totaled & in order to get our insurance money we need this document. They have been giving me the run around & now my brother the run around as well. We have both called/texted/emailed and we still don’t have this form. On August 6th was the last request my brother made to them & they assured us 3 business days we would have the release. Called again today 8/9/24 and still telling us it may take until the end of next week. Hoping with your help we may actually get the Lien release. Thanks for listening

  

  Business Response

  Date: 08/15/2024

  Hyundai Motor Finance (HMF) has contacted the customer on 8/15/2024, their concerns are being addressed and together we are working on a resolution.

  Customer Answer

  Date: 08/15/2024

  Until we actually receive (in the mail) the physical copy of the lien release we will not be happy. According to you guys we should have it by tomorrow (in the mail) which is 8/16/24. Let’s see if we do. 

  

  Business Response

  Date: 08/20/2024

  Hyundai Motor Finance (HMF) has received the customer’s rebuttal response, they have been contacted on 8/20/2024 to address the additional concerns they had, and we provided them with a resolution.

  Customer Answer

  Date: 08/20/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Kimberly Murphy
  
  
  
   
  

• Initial Complaint

  Date:08/08/2024

  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.

  THESE ARE THIRD PARTY CONTRACT THAT INCLUDED IN THE PURCHASE OF THE VEHICLE AND ITS A BUY BACK AND *** MOTORS ONLY REFUNDED ME THE AMOUNT OF CAR PAYMENT AND THE BALANCE OF THE LOAN PAYOFF EXCLUDING THE THIRD PARTY CONTRACTS,AND THE CONTRACTS HAD BEEN CANCELLED AND MONIES WERE PAID TO *** ********************** FOR CREDITS TO MY UNDERSTANDING THAT THE MONIES SHOULD BE REFUND TO ME AFTER THE BUY BACK BUT I COULD NOT GET AN ANSWER FROM THEM I GOT A RUN AROUND TRYING TO GET SOMEONE FOR HELP

  

  Business Response

  Date: 08/12/2024

  Kia Finance America (KFA) responded to our customer's concerns via Phone on 08/12/2024 and provided them with a resolution.

  Customer Answer

  Date: 08/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:08/07/2024

  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.

  Vehicle was re-financed thru St ****** ************ from Hyundai Motor Finance back in the beginning of July 2024.I am constantly being called by Hyundai Motor Finance telling me my loan is now overdue. Hyundai keeps telling me they have not received the funds yet from St ****** bank and it is up to me to contact St ****** Bank to correct this issue. From day one of re-finance, Hyundai has stalled St ****** Bank with refusal to send required paperwork for transfer of loan. They have promised to clear this issue up over five times with St ****** Bank and have not done so. I am a person, Not a financial Institution, and have no control over the transfer of funds from one institution to another. i have just been on the phone with Hyundai Finance AGAIN, and they are telling me it is still my responsibility for the payoff of funds on this account.

  

  Business Response

  Date: 08/14/2024

  Hyundai Motor Finance (HMF) has contacted the customer 8/14/2024 to discuss their concern. We will follow up with the customer in 2 business days from initial contact.

  Customer Answer

  Date: 08/14/2024

  I have Not been contacted by Hyundai as claimed.

  

  Business Response

  Date: 08/15/2024

  Hyundai Motor Finance (HMF) has contacted the customer and a message was left on 8/15/2024 to discuss their concern a call back number was provided. We will follow up with the customer in 2 business days from initial contact.

• Initial Complaint

  Date:08/06/2024

  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.

  Hello,I am writing to express our extreme disappointment with the handling of our vehicle situation with **** We were without our car from May 9, 2024, until July 26, 2024, yet we were still required to make monthly payments, which has been highly problematic.Since the week of May 13th, we have been trying to terminate our lease due to poor treatment, lack of communication, and uncertainty about when our vehicle would be returned. Despite numerous attempts, we were passed from department to department and finally reached the escalation department. We received a communication on June 14 but have had no follow-up since, despite multiple emails and calls since this date. Recent calls, including those escalated to our case manager's supervisor, have also gone unanswered. To exacerbate the situation, we received another recall notice today about the front left power seat switch cover, which could pose a fire risk.Given these ongoing issues, we request the termination of our lease and compensation for our down payment, recent monthly payments, registration fees, and any other related expenses due to the significant inconvenience we have experienced. We are aware of the lemon law and are considering legal action if this matter is not resolved promptly.We no longer wish to remain *** customers and seek reimbursement for the considerable inconvenience and poor service we have faced. Our experience with the escalations department has been unsatisfactory, and our concerns have not been addressed professionally.We hope for a swift resolution, as we are very unhappy with our current situation and wish to move to a car company that values and respects its customers.Thank you for your attention to this *********** regards,*********

  

  Business Response

  Date: 08/12/2024

  Hello,

  Thank you for your inquiry. *** ********************** is a separate entity from Kia Finance America, and, as such, we do not have any access to your financial information. Your complaint is on file here at *** ********************** and we have forwarded a copy to the Kia Finance America ************* team so they can follow-up with you. You may also contact Kia Finance America directly by phone at ************ for any financial inquiries or concerns regarding your loan or lease.

   

  Customer Answer

  Date: 08/12/2024

  Hello,

  My complaint is in fact in regards to your company, *** Corporate. If you need to speak to your finance team based on my complaint in order to address it, please do so and follow up here with confirmation of next steps, including when I will be refunded and contacted regarding my lease break. This is not a viable solution and I therefore will not be accepting this response. Please stop deflecting and address the situation.
  

  Best,

  Christine 

  

  Business Response

  Date: 10/21/2024

  Kia Finance America (KFA) has contacted the customer and a message was left on 10/21/2024 to discuss their concern.We will follow up with the customer in 2 business days from initial contact.

• Initial Complaint

  Date:08/03/2024

  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.

  Bought a new car from Hyundai in April using HMF. I was told by the finance manager that I could make additional payments and apply them to the principal. It was noted to me that I had to call in order to apply the payments to the principle, instead of future payments.I have called over a dozen times, over the last three months and they continue to apply additional payments towards the future amount - despite promising me over the phone that the payments are being applied to the principal. This month, I didn't pay anything additional, in order to reset the issue, and it's still not showing up as the full amount due. Rather than saying I owe $379.75, it says I owe $240.50. Meaning, past over-payments were applied as future payments rather than as towards the principle. Each time I have made an overpayment, I have called to apply it to principle. I have been reassured over and over again - and still the payments get applied to future payments. I should not have to call 5+ times on a single payment for them to make the change. When they promise my payment will be updated, it should automatically be updated. I should not have to chase them to change one payment each month. They are scamming me by making me waste hours of my time trying to apply the payments to the principle, and by applying my additional payments to the interest instead. They are stealing my money. They need to enter the 21st century and stop making people physically call after the payment has been applied to have over-payments applied to the principle. This should all be able to be done in the app.

  

  Business Response

  Date: 08/08/2024

  Hyundai Motor Finance (HMF) has contacted the customer and a message was left on 08/08/2024 to discuss their concern. We will follow up with the customer in 2 business days from initial contact.

• Initial Complaint

  Date:07/31/2024

  Type:Order 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.

  Date of the Transaction: July 19, 2024 What the Business Committed to Provide You: Hyundai Motor Finance committed to providing financing for my vehicle under the terms of our agreement, which does not explicitly restrict the ability to ship the vehicle overseas to military personnel only.What the Nature of the Dispute Is: My request to ship my financed vehicle overseas has been denied three times by Hyundai Motor Finance. The stated reason for denial is that I am not active duty military. However, nowhere in my contract does it explicitly state that only military members can ship their vehicles overseas. As a civilian employee of the Department of the Army, my duties require me to relocate internationally similarly to military personnel.Whether or Not the Business Has Tried to Resolve the Problem:I have contacted Hyundai Motor Finance multiple times and provided extensive documentation to support my request, including my official military orders as a Department of the Army civilian and a letter from a colonel concurring with the necessity of this request. Despite this, my request has been denied without a satisfactory explanation or consideration of my unique circumstances.Details:I am a government employee with the Department of the Army, and my role necessitates frequent relocations to support military operations abroad. Given the alignment of my responsibilities with those of military personnel, I believe that my request to ship my vehicle overseas should be accommodated. The refusal to approve my request based solely on my non-military status, despite clear evidence of the nature of my duties, is both unreasonable and unsupported by the terms of my finance agreement.I request the Better Business Bureau to facilitate a resolution to this matter, ensuring that Hyundai Motor Finance acknowledges the unique circumstances of government employees working closely with military operations and provides the necessary approval for my vehicle shipment.

  

  Business Response

  Date: 08/05/2024

  Hyundai Motor Finance (HMF) responded to our customer's concerns via Phone on 8/2/2024 and provided them with a resolution.