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:04/08/2025

  Type:Sales and Advertising 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.

  Found a vehicle online (Dodge Magnum) for $17,995 and was notified that I was able to purchase said vehicle with no money down. The employee came back and told me that I would either have to put a down payment on the vehicle or get into a new 2025 with no money down and high car payment. A bait and switch; the ****** blue book price of $6,643 warrant a high asking price.

  

  Business Response

  Date: 04/15/2025

  Thank you for sharing your experience. The Dodge Magnum is a rare vehicle and the asking price is considered fair due to the miles and demand. Any discussion of payment and terms are always on approval of credit, and they can change based on an individual situation.

• Initial Complaint

  Date:04/06/2025

  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.

  Starting on 04/01/25 Stockton Hyundai began messaging my wife about a truck. We couldnt agree on a payment that worked for us so starting on 04/02/25 they began texting my wife about a 2022 Hyundai Tucson for $499 a month with $0 down. My wife agreed to the deal and they had already ran both of our credits at that point so they knew our ratings. My wife then texted them saying that I had some questions about the car. They started texting me on 04/04/25. The next day I said I wanted to make sure the payment would be the same because we had to drive over 3 hours to get there and we didnt want to waste our time and they said it would be. Once we got there on 04/05/25 in the evening, they told us the car had been sold that morning so they showed us the same model car that was almost the same price. After we test drove it they told us we needed to put $3,000 down and the payments would be in the $600 range.

  

  Business Response

  Date: 04/15/2025

  Thank for your concern, we would like to make sure we can make this right for you. Please give us until the afternoon to review what was sent and we will contact you directly.

  Customer Answer

  Date: 04/21/2025

  I am rejecting this response because: Stockton Hyundai never called me to resolve the issue. 
  

  

  Business Response

  Date: 04/22/2025

  It looks like initial figures were discussed based on approval of credit and assumed excellent credit. Unfortunately, when we received the credit information it did not meet the standards for the initial terms discussed. If the credit scores were 780+ we would have been able to honor the initial terms discussed. Thank you for the opportunity, the final numbers presented were based on the credit we received.

  Customer Answer

  Date: 04/23/2025

  I am rejecting this response because: I disagree with the claim that you didnt know our credit score. At this point we just want to be reimbursed for the cost of travel expenses. 
  

• Initial Complaint

  Date:03/03/2025

  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.

  Stockton Hyundai diagnosed and repaired my Hyundai ****** Hybrid. After inspection they decided that replacing the transmission would fix the problem. When I came to pick up my car the check engine light was still on and I had to drove back to the dealership immediately to let the know. They promised me everything was fine and all they had to do was reset the check engine light. After a few weeks with very light driving the check engine light turned on again. I called in and asked if anyone inspected the car after the transmission was installed. I asked to speak to the manager about this and he could not give me confirmation if the car was confirmed to be fully functional after the repair. What was critical here is they let me get back on the road without confirming my car was safe to drive. The manager expected me to pay for a 2nd diagnostic and start the process from the beginning. I believe the company ran a partial inspection the first time and only guessed that a transmission replacement would be sufficient. Stockton Hyundai wanted me to continue to pay for repairs that they could not determine would actually fix anything. My car is not any better now then when I had brought it in and I paid 7k for everything. Im a retired and elderly this experience has been a tremendous setback in my life.

  

  Business Response

  Date: 03/07/2025

  Hi ********,

  Thank you for reaching out. I tried searching your name, phone number and email but could not find record of your repair. Was your vehicle serviced at Stockton Hyundai? Is there a different name your vehicle was repaired under?

• Initial Complaint

  Date:05/20/2024

  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.

  4/20/2024 went in to lease a 2024 Ioniq 5 SEL. Received 24k in trade allowance ok my ****** toward the lease. An additional 11k in incentives or rebates were included at the time. Total of 35k down on the lease. Was to be set up as a One-Pay lease. Original contract included ***, StarGard, Paint and Fabric Protection. Came out to a total of ~34k for the lease. Was owed ~980 in overpayment refund. They could not get their computer system to take the deal so they did a paper contract. Signed. Left with car. Handed over title to trade. No issues. Get a call about a week later that the deal didnt go through and I need to come in. Resign this deal, exact same set up and numbers. Received a call on 5/14 saying I needed to come in AGAIN to sign as the deal didnt go through again but they have it figured out I go to the dealership to sign 5/19. Paperwork isnt ready. Then they REMOVED THE *** from the contract but somehow had the same numbers. When I brought it up *** in Finance said well we can charge you the difference in over payment for the *** and itll be fine. I was furious. I informed him that I was off work Wednesday 5/22 and I would be back. The original contract and deal was to be honored and the paperwork to be ready. A MONTH later you pull a stunt? And now my lease hasnt started and I have mileage on it that I will insist is updated on the contract. You cannot go back ok your word/contract because you messed up the filing of it.

  

  Business Response

  Date: 05/21/2024

  Thank you for the review. A sales manager will be contacting you regarding the misunderstanding.

  Customer Answer

  Date: 05/21/2024

  I am rejecting this response because: there is no misunderstanding. The original contract will be honored. I should not have to deal with this for over a month because your finance team cannot do their jobs. If someone messed up thats not my problem. The very least that should be done is honor the original agreement. If you have to throw in the *** to make it work then thats what its going to take. 
  

  

  Business Response

  Date: 05/22/2024

  I believe our Sales Manager, *****, has reached out to you regarding this issue.

  Customer Answer

  Date: 05/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  ***** has reached out and weve reached and amicable solution. I am waiting for the call to come and sign. 
  

  thanks  

  
  

• Initial Complaint

  Date:09/07/2023

  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 bought a 2019 Hyundai in December of this Year. I received a 10 year and ******* warranty when I bought the car. I started having air bag problems about three weeks later. I called the Dealer and they said to bring the car in. The service Department checked it and they found one of the wires had a bent pin. Week or two later the light came back on. Shortly after, I received a letter for a recall on the vehicle. The day that I came they replaced the theft unit. They also reset the air-bag light. I told the service department that the light goes on and then goes off. He said that I really can't do anything until I get enough complaints and recalls. I did call corporation, but they gave me a ************. I called and didn't get any response.

  

  Business Response

  Date: 09/07/2023

  *****, We need a little more information regarding your air bag light issue. Our Service Manager, *****, will be reaching out to you later today. Thank you.

• Initial Complaint

  Date:07/19/2023

  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 July 1, 2023, our 2023 Hyundai ELANTRA shut off on the freeway while I was driving it. It read, Engine off. Put in N in red letters. I was not given an appointment @ ***** Hyundai until July 18; however, I was able to get an appointment for July 3 at Stockton, Hyundai. The car was there since 7/3 until July 16, after I was finally able to reach someone on 7/14 to find out what was happening w our car. We were told that they couldnt find anything wrong with our car. I have read and heard the after people get their oil changed in Hyundai cars, they start having problems and getting all kinds of weird alerts. Im not sure if theres any validity to this or not in terms of it being documented in a legal manner, but wanted to make you aware.On 7/11, I called corporate at ************ and was given a case #/case manager, ******, who seemed to never be available. She left one message on 7/11, and I returned her call. After that, I never spoke to her until July 14. On July 14 after I asked to speak to a supervisor, she suddenly was able to reach me. ****** presented as angry and began arguing with me and, in my experience as a licensed clinician, she started behaving in a passive aggressive manner. On July 14, when I asked to speak to a supervisor, I was told that I could not and that no name or any other contact information could be provided. They said that a message would be sent to her supervisor. From what I understand, Hyundai basically has a no supervisor policy, so you can never reach a supervisor on your own. You have to rely on their customer service rep to send them a message and hope that they call you back. It has been very frustrating and time-consuming for us to reach anybody at Stockton, Hyundai and Corporate, Hyundai. When I have called ************ and asked to be transferred to ******* The transfer call then has a recording saying that shes unavailable and then it gives you an option to speak to another agent when you select that choice it just rings repeatedly. Then, i called the phone #at ************ to ask for another agent, and they said no and that they can only send a message. ****** sent an email on 7/14 saying she was not able to reach us. She left me no voicemail for my husband or me, but I did verify that she called when I found a 833 area code in my missed calls. We went through my husbands phone numbers, and he had no missed calls from 833 and no voicemails. When I was finally able to talk to her, she sounded angry and was argumentative with me and presented as passive aggressive, especially when I called her out for not leaving a vm and how my husband had no missed calls or vm. Im guessing shes probably working from home and could care less about us as customers. To date we have no resolution regarding the safety of our car or about ****** with her bullying customer service skills, which only added insult to injury. We did file a safety complaint with the ****** It is sad because I will not be recommending Hyundai to anybody, and I will be putting my experience on any public forum I can. The crazy thing is I have a 2011 Hyundai, but I never really had any problems with, much less any of the customer service folks I was dealing with in Fremont, which is why we bought another Hyundai. The lack of concern and barriers that Hyundai puts for us as customers is appalling. I will never buy a Hyundai or recommend Hyundai product. I will actually tell people not to but Hyundai and plan to put it on my ******** account and any other social media platforms and/or reviews I can. Im actually looking into trading it in for a different car. I dont even care if I lose value on it. And whats even worse, is that they usually give you your car washed. Well, our car was filthy from sitting there since July 3.

  

  Business Response

  Date: 07/20/2023

  It looks like your issue is primarily with Hyundai ****************** At the store level we only service the product, and for warranty issues we can only perform work authorized by Hyundai Motor *******. I apologize they did not get back to you in a timely manner. Our service manager here, *****, will be happy to field and answer any questions you may have. Please feel free to call us at ************.

• Initial Complaint

  Date:07/13/2023

  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.

  Date transaction 04/01/23 amount of dispute **$3285.On April 1st 2023, I purchased a new Hyundai ****** from Stockton dealer, and financed with Hyundai Finance. The Finance Manager *************************** told me that the car had already installed a vehicle locating service (Theft Deterrent Device) STARGARD for US$1695 and USWC ETCH for US$295 He also told us that the car had already a Surface Protection Product (USWC PAINT FABRIC) for US$1295, and these products could not to take out, forcing us to buy them. He gave us the contract in English but not in Spanish as the law requires. Offering to send us in spanish the next day by email . When we received the contract in spanish by email the next day , we realized that the *** CONTRACT DISCLOSURE (RETAIL ********* SALE CONTRACT) had a note in small letters, this statement says : THE FOLLOWING GOODS AND SERVICES ARE NOT REQUIRED AS A CONDITION TO OBTAINING FINANCING TERMS FOR THE PURCHASE OF THE VEHICLE. I have called to this service companies and they told us that "they have to install these products in the car " IT MEANS THAT THE PRODUCTS WERE NEVER INSTALLED IN THE *** , and we were forced to buy these products as they were already installed. I have called to Hyundai Stockton several times and they do not want to solve the problem.Please help me to get the refund from the dealership.

  

  Business Response

  Date: 07/14/2023

  Thank you for submission. We will look closely into this issue and contact you today regarding your concerns. 

• Initial Complaint

  Date:07/10/2023

  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.

  We purchased a 2022 Hyundai Palisade vehicle on 2/27/2022 at the dealer which included and extended warranty. On 5/27/2023 we traded in the 2022 Hyundai Palisade for another vehicle from a different dealer. On 6/3/2023 we went to Stockton Hyundai and spoke with one of the finance managers and he said that because I did not have the release of liability form that he would go and refund the balance of the extended warranty (over $3,000) not to us directly but to the lien holder (****** ************* and that once received they would send us back that money. I have checked with ****** ************ and they have not received anything from Stockton Hyundai. My wife and I have called and left messages to have someone call us from the finance and we have not received any calls from Stockton Hyundai. On 7/17/2023 we again went back to Stockton Hyundai and were able to speak to *********************** and he said that we needed the release of liability form and since we did not have it with us but did have a ****** from ****** ************ that the loan was paid off he said that we could email him the form. We went back to the new dealer and they gave us the form and so we emailed to him and have yet to receive any kind of reply or phone call. Again we have tried calling them and still no reply from. Please help as this frustrating. Let me know if there is anything else you need from us. Thank you

  

  Business Response

  Date: 07/11/2023

  Is there a different name this is under? I am having trouble locating your file?

   

• Initial Complaint

  Date:02/20/2023

  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.

  Recently, without any previous verbal or written permission given by me, Stockton Hyundai performed a variety of additional expensive services on my Hyundai Sonata. I took my vehicle in for a Knock Sensor replacement and Stockton Hyundai not only replaced the Knock Sensor but, also re-calibrated the engine block, flushed my engine ($130.00), and performed a $95.00 oil change. I change my oil, regularly, at Valvoline for $45.00. They told me the total bill was $1107.00. On January 18, 2023 the Autozone provided me with a Free Fix Finder Report. The report gave a diagnosis to replace the Knock Sensor. I had my car towed to Stockton Hyundai. I provided Service Advisor (*****) *************************** with the Fix Finder analysis from Autozone and authorized Stockton Hyundai to only replace the Knock Sensor. I left without being given any written estimate of services.On 1.19.23, I called to ask about my car . *****, the Service Manager, told me the repair cost was $1107.80. I asked ***** if replacing a Knock Sensor cost $1100.00? I told ***** that I NEVER authorized any service beyond replacing the Knock Sensor. I told him I never received any written or verbal estimate. I told ************ should not have to pay for any service beyond the Knock Sensor replacement, because I NEVER authorized any additional service either verbal or written. ***** repeatedly yelled and became threatening and belligerent. His assistant also yelled at me, "Do you want your car, or not?!" He then threatened to keep my car if I refused to pay for all additional services. As a consumer, I felt defrauded. I need my car for work, so I paid the inflated bill for service.I have had my car serviced many times and each time I am ALWAYS given a written estimate that required my signature and I am always asked for my permission before being charged for any additional services. So, I knew what was happening was not legitimate.

  

  Business Response

  Date: 02/21/2023

  I have reviewed paperwork and we do have a signed authorization for the work that was completed. Thank you.

• Initial Complaint

  Date:02/17/2023

  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 Hyundai Ioniq5 from Stockton Hyundai dealership. When I went to pick it up, the car did not have floor mats but my sales person, ******, assured me that he would get me some. You'll see the text messages attached below. After two months of follow-up and not receiving any floor mats (and with ****** no longer responding to me) I called in and talked with the service department at the dealership. The service lead, *****, told me that no order had ever been placed for floor mats and that I needed to talk to their main manager, ***********************. When I finally was able to get in touch with *****, he told me that since I did not give them a perfect score on their survey (I gave them two 9s instead of all 10s) he was not going to send me the floor mats! This is coercion! And when I brought up the text messages that ****** sent me, he said those didn't matter - since it wasn't written in the contract as a "due bill" I was owed nothing. I asked him weren't floor mats standard with all vehicles and he said no. I asked him was he really denying me the floor mats because I gave them a few 9s, and he said yes. (Please note: the vehicle was not fully charged when I purchased it and the info system was not updated - I've had to schedule an appointment with another dealer to handle this. I felt the two 9s were super generous). When I asked who else I could speak to he said there's no one above me. This is ridiculous. My car has no floor mats, I was promised floor mats, and then denied them when I didn't give them a perfect score on a survey. Awful customer service and more importantly really inappropriate business practices. I should also note that I was sent home with a sample survey with all the questions answered the way they wanted them answered - this made me feel super uncomfortable, that they were trying so hard to sway the results of the survey.

  

  Business Response

  Date: 02/18/2023

  Ms. ****** purchased a vehicle that did not come from the manufacturer with floor mats. She knew prior to purchasing the vehicle that it did not come with floor mats as the detailed Monroney Label was sent to Ms. ****** prior to her purchasing the vehicle. This matter has been fully addressed with Ms. *****************

  Customer Answer

  Date: 02/18/2023

  I am rejecting this response because: I was told by the salesman i worked with that **** would be included, as indicated by the text messages. I have never purchased a vehicle that did not have any floor mats included - this seems the most basic level of package to expect on any vehicle, notwithstanding the highest level trim.  Just as you expect wiper blades and spare tire patch equipment to be included in a car purchase, you expect basic floor mats to be included.  No one told me that I needed to ensure it was written on any due bill. The text messages exchanged with the salesman occurred after I had purchased the vehicle and named that mats were still being ordered for me. As recent as January 17 (more than one month after I had purchased the vehicle) I was still being told that mats were being ordered. The general manager, *****, told me on February 17 that they were no longer sending mats because I did not give them straight 10s on the survey. This is unacceptable. 
  

  

  Business Response

  Date: 02/20/2023

  All new cars are delivered with all accessories listed from the factory. Unfortunately, floor mats are optional and about 30% of new cars do not come with floor mats. We have offered free shipping for any floor mats purchased.

  Customer Answer

  Date: 02/27/2023

  I am rejecting this response because: I continue to reject this response as I was told in person and confirmed twice via text message (pictures of these texts in the original submission) that floor mats were being ordered for me.  This information was only changed once the general manager spoke to me on the phone and told me that he would not purchase me floor mats anymore because I did not give them a perfect score on the survey they sent me. This is absolutely inappropriate customer service - withholding a promised item because they were unhappy I gave them a few 9s on the survey instead of all 10s.  The dealership needs to be held accountable not only for the commitment it made to the customer (in word and in writing) but also for the integrity of it's business practices. You can not withhold items as punishment for an honest survey response.