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:10/10/2023

  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.

  On 9/3/2023 I made a car purchase that I was told was $31,000 and some change by ****** the salesmen. 2021 CPO Hyundai Palisade.I stressed how I didnt want a used car but they informed me that it comes with warranty which I was looking for to cover any issues I might have later on.Moving forward to the finance manger was so frustrating and stressful because I had 3 kids with me not expecting to buy a vehicle that day.Well **** in Finance was very pushy and I definitely can say I was forced to take this warranty he claims would only be $100 more into my payments.The way they have everything paperless and your just going by what they say verbally is very deceiving by the way.I declined that extended warranty 5 times and he would not take no for an answer.It was very stressful.Thats when he said I can add it and cancel it the next day if I wanted.I agreed because he was not taking no for an answer anyways.I literally did not see nothing I was signing,he was just saying sign here,initial here and verbally saying whatever he said I was signing.Fast forward **** provided me a jump drive,saying thats where all the forms I signed are on.Its funny thinking now how am I signing a contract and I am not seeing the actual paperwork then you give me a jump drive to leave and look at.Thats very sneaky how they do business.I go home to check the jump drive days later relizing that in fine print it says I have 30 days to cancel this warranty so I reach out to him on 9/8/2023 just for him to tell me I have to make the first payment which is 45 days later before I cancel.Thats a lie clearly cause he said I can cancel the warranty I declined 5 times in the first place.I also realized that the amount of the vehicle is way over priced.I was told 31k which I see 33k so I guess taxes.But then with what he added a total of $44,900.He told me $100 more a month now I am paying almost 10k extra on a used car with high miles.This isnt fair that they can do this to people at all.

  Business Response

  Date: 11/06/2023

  The customer's complaint has been resolved.  The management team just failed to let the case handler know it has been resolved.

  The customer came back in and re-signed the paperwork without the optional products that were on the first deal.  She has indicated that she is satisfied at this point.

  We apologize for the delay in responding to this complaint.
  

  Customer Answer

  Date: 11/06/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/09/2023

  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 this vehicle a couple of months after Hurricane *** because i lost my new lease in the flood and it took me a while to save up a down for another car.. I went alone and found a car, it was older with ****** miles but it looked to be a good car with no reported accidents....Since i purchased the car, i have had to replace two tires, (one the dealer replaced the same day i bought the car, no explanation) another tire. Recently, i replaced a brake rotor and pads, all on the same side.. The mechanic who worked on it told me the car had been in an accident and the parts he replaced as well as the door on that side were all replaced and were not original to the car.. None of this was brought to my attention by the dealer, i also purchased the warranty package for the car which added several thousand dollars to my amount....Bottom line, the dealer/******* had lied to me or failed to mention the accident which was not reported and sold me a car with issues on the left side of the car...At this point i am really frustrated because i needed a car for my chemotherapy appts and was still trying to recover from the flood as i lost alot that day, not just my car, and this dealership took advantage of me and probably alot of other old people who needed help at the time and were stuck. I understand i have a ****** and they keep their value..but, this car had been in an accident and no one reported it and it probably should not have been sold as a accident free vehicle.. Like most seniors, I live alone and have more bills than money and for this dealer to take advantage of me this is unacceptable. They need to make this right and reduce the price of the car or replace it with a similar vehicle without issues... The salesman name is ***************************** and he assured me that i was getting a Great car, with only one set of keys..i would have to buy the other key fob if i wanted a backup set...also, not acceptable...i am blaming his boss, not so much him...

  Business Response

  Date: 10/09/2023

  The Carfax report that the customer included in their complaint does not indicate that there was an accident reported to their database.  We just pulled another Carfax report on the vehicle and it still doesn't show any accident history.  Carfax has a very comprehensive database for vehicle history reports.  That is why we use their service.  Unfortunately, if a previous owner damaged the vehicle but did not report it to their insurance company and there was not a police report written on the incident, there really isn't a way for Carfax to know about the damage.  We rely heavily on Carfax for this type of reporting so, based on their report, there were no red flags for us to discuss with the customer at the time of purchase.
  We also pulled up the repair order related to the work we did to the vehicle in the reconditioning process.  There was no mention of evidence of a previous accident repair in the inspection.  As a result, there was no accident information to discuss with the customer based on the technician's inspection either.
  When the vehicle went through our reconditioning process, we replaced the rear brake pads and resurfaced the rear rotors.  Depending on the number of miles driven since the customer purchased the vehicle, the rear brakes should not have needed any work done to them.  Based on the inspection results, front brake work was not needed when we sold the vehicle.

  We are sorry that the customer has been informed that the vehicle appears to have been in an accident.  We are not aware of the qualifications of her technician to make that diagnosis.  Based on the information we had available to us at the time of sale, we don't see any information that indicated the vehicle was in an accident or that needed repairs were not performed.  Therefore, do not know what we should have done differently. 

  
  

• Initial Complaint

  Date:09/25/2023

  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.

  2022 Hyundai ************** A/C blower stopped working on 8/16/23. Brought to Hyundai of Ft Myers on 8/17/23. Had to leave it there because they said that it needs a new wiring harness. This was bought new from them in 2022. They gave me a rental car while it was in the shop. I did not receive any communication from them unless I called for an update. Fast forward to 9/22/23. I was told the car was done and I can come and pick up. I went to pick the car up on 9/23/23. The car was filthy and have fingerprints all over it. There was a dent in the side of the car and the bumper has damage. Also the bumper was not secured properly as the gromets are missing. I noticed the gromets we're missing when I was washing the car at home. This needs to be rectified immediately.

  Business Response

  Date: 10/09/2023

  The customer's vehicle is at the dealership right now to get these issues addressed.  We are repairing the issues at no charge to the customer.  We anticipate that this will satisfy the customer's concerns.

• Initial Complaint

  Date:08/22/2023

  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 5/19/2023 as we entered we ask ,"Is this the dealer who is offering $4,000 over *************** book for a trade-n ? we were moved to a desk and chairs. After finally found a car we were told to sign on lines projected onto a desk. WE BOTH ask "this is only for the car and nothing else?" We were not give any paperwork when we left. In fact we had to ask for all the paperwork but only part came 6/30/2023. THAT IS WHEN WE FOUND OUT we were charged $9,985.92 for additional items. It is past 90 days we have not been given ANYTHING to let us know what we are paying for.How can we pay for what we have not received ?

  Business Response

  Date: 09/01/2023

  All additional products that were added to their purchase have been cancelled.  They were cancelled on 8/30/23 with an effective date of 5/19/23 so there will be a full refund on these costs.  I have attached a copy of the screen that shows all products were canceled.  We apologize for the delay in getting these products canceled. 

   A check will be cut in the next week and sent to the customer's lender.  The payments will stay the same, but the loan will pay off much earlier than originally scheduled.  The customer will need to contact her lender to verify that the checks were applied to her loan.  Please allow 2-3 for the payment processing to be completed.  If the lender has not applied the cancelation checks to the account by then, please reach out to ************************* and I will follow up on our part of that process.  My number is ************ and my email is **********************************.

   

• Initial Complaint

  Date:08/11/2023

  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.

  On March 11, 2023, I made a $5,000 down payment towards the purchase of a 2022 Hyundai Veloster Premium. April 1, 2023, I was informed that I would need to provide an additional $1,000, bringing the total down payment I paid to $6,000. Unfortunately, the purchase of the vehicle could not be finalized, and on May 17, 2023, I returned the vehicle to the dealership as requested. I expected to receive a refund check the day I returned the vehicle. I didnt. I was assured that I would receive a full refund. After contacting the dealership multiple times, being told the check is in the mail and basically given the runaround, I have yet to get a straight answer as to the whereabouts of my refund. Not even a return phone call.

  Business Response

  Date: 08/24/2023

  We have been in communications with the customer regarding her refund status.  It took us a while to determine how much of a refund is reasonable because during the three months she was driving the vehicle while we were trying to get a lender to approve her loan, she drove our vehicle over ****** miles, the vehicle had damage on it when it was returned, and it was in very poor overall condition.  We had to send the vehicle to multiple repair facilities to get the vehicle back in sellable condition before we could determine the costs involved in doing so.  We have determined the total expenses involved and have let the customer know how much of a refund she can expect.  We have cut the check and are will be mailing it to her today.  If she doesn't receive the refund check by the end of August please reach out to **************************  His email address is  ********************************** or call him at ************.

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20454588
  
  I am rejecting this response because:
  How are everything you stated in your response was a lie. There was no damage done to the vehicle. Please read my attached letter. I have proof backing up my story and I will provide that to the Better Business Bureau via personal file if needed because its too big to add to this, and I want to make sure that my truth is told, and my proof is out there, I want my full down payment back as you wouldve had no reason to keep it. There was no damage done to the car. We both know that and if you forgot, I have photos and videos showing there was none. THIS doesnt have to go in a bad direction. I just want my down payment back because its mine and you have no right to take it. I hope to resolve this without getting our lawyers involved. But I am prepared to fight for what is fair.
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 09/22/2023

  I gave Hyundai a total of $6,000 I believe thats what I am owed in return as they would have had no reason to keep any of my down payment, I also feel that they are only stating their was damages done to the vehicle because Florida law prohibits them from keeping any of my down payment UNLESS their was damages, but there was none.  I have attached video evidence showing that there was no damages on the vehicle when returned to the dealership as the video was taken at the dealership the day it was returned. I have also attached photos of them posting the same vehicle on CarGurus just days after the return. I also have several messages from *********** that day and weeks following and none of them state there being any damage to the vehicle and that I was *********** my full refund. All I want is my money back I am a single mother and what they have done is wrong. I did everything I was supposed to do and in turn still lost my vehicle. I am thousands of dollars out of pocket for Rentals and all Hyundai has given me is false hope that the check was in the mail, never once stating they would be holding any for damages. 

  Business Response

  Date: 09/29/2023

  We were unable to get the customer's loan approved because the lenders that we tried to get the customer a loan through determined that the check stubs she presented were fake.  As a result, we were unable to secure a loan for her and she had to bring the vehicle back after using it as her own. 

  When she brought the vehicle back, we had to get the vehicle back in re-sellable as a Certified Pre-Owned vehicle.  I have attached a copy of the repair orders related to the costs incurred to get it into that condition.  A majority of the expenses incurred were related to re-detailing the vehicle, deodorizing the vehicle, changing the air filters, and changing the oil and filter.  We also had to touch up paint in a few areas, and remove a dent on the door sill.  I have included a picture of the dent on the door sill.  We also charged the customer 8 cents per mile for the ***** miles she put on the vehicle while she had it.  That is below the typical rental car mileage penalty rate range of ***** cents per mile.

  I have also included a spreadsheet that shows the breakdown of how the refund to the customer was calculated.

  We feel like we were fair with the customer given the circumstances. 

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20454588
  
  I am rejecting this response because:

  Please see attached.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/11/2023

  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 2018 ****** Highlander on May 3, 2023 from Hyundai of Fort Myers for a total purchase price of $30,400. ***** was my sales person and ***** was my business manager.I provided a $20,000 cashiers check, leaving a balance of $10,400 which I took out a loan for this remaining amount. I did add some extended warranties, but was extremely shocked when the loan registered at $19,209.42.I have reached out to the business on a number of occasions, which they have responded about 5 times saying that it should be resolved soon. There has been no change whatsoever to the loan, which I am still paying, including paying interest on. The business has now become completely silent and I am no longer receiving any communication from them. All i want is for my loan to be adjusted to the correct amount I owe, as well as removing any extended warranties.

  Business Response

  Date: 08/16/2023

  We have processed cancellations on the additional products that the customer purchased when she was signing paperwork to buy the vehicle.  We have been working on getting the customer's concern resolved, but we did a poor job of communicating that to the customer.  We apologize for that. 

  A check for $8,706.80 was sent to the customer's lender on August 9th.  That check should be applied to the loan very soon if it has not already been done.  The customer should check their loan balance to see if that has happened yet.  We do not have access to their account.  If the check is not applied by the end of the month, please contact the lender to see what the status is. 

  If there are any further questions, please contact ************************* at ************.

• Initial Complaint

  Date:08/01/2023

  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.

  We have a Hyundai Sonata with OEM engine defect that was recalled and we never received such letter to inform us of this matter. We took our car for the free recall update but the car was return with the engine blown and they said they submitted a claim for the engine repair but it was denied. The engine failure is cause due to under laying issues of OEM defect. This is a very common issue happening with so many victims of Hyundai buyers

  Business Response

  Date: 08/14/2023

  We are aware of the customer's concern.  When vehicle recalls are issued, the manufacturers send the recall notices on affected vehicles to the most recent owner to the address on their records at the time of the recall notification.  The dealer does not play any role in the mailing of those notices.  The Hyundai Motors America records show that Hertz is the owner of the vehicle so they would have received any recall notifications.  That would explain why the customer did not receive the recall notifications. 

  Under the manufacturer's warranty on the vehicle the dealer does not have the responsibility to pay for the needed repair, Hyundai Motors America pays for repairs that fit the warranty criteria.  The dealer also does not have the authority to make Hyundai Motor America change their decision to decline the request to repair the vehicle under their warranty on the vehicle.  The dealer's role in the warranty claims process is to diagnose the needed repair, submit the warranty claim request to the manufacturer, and handle the repair request as the manufacturer dictates it is to be handled.  In this case, Hyundai Motors America declined the warranty repair request so we were not allowed to do anything further to the vehicle under warranty.  If the customer would like to appeal the decision then they can reach out to the Hyundai customer care line at ************.

  We understand the customer's frustration, but we have to abide by the decisions made by Hyundai Motors America.

• Initial Complaint

  Date:07/24/2023

  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 wemt hyundai fort myers to buy a car i was told my payments would be 450 a month and i would receive a second key and also i they would fix All the problems that was wrong with the car before i took the car . They then held the car for almost 3 months claiming to fix the problem and here it is almost 6 months later im still dealing with this situation i was told i was going to receive a check i still never got it also they told me they cant do anything about the car anymore because its too late as i was told by the owner operator i would be able to unwind the deal because they charged me for a bunch of stuff i neve agreed too and showed me different numbers then what was in the contract . I was told by the owner if i didnt want the car after they claimed to fix it i dont have to take it . One of there desk managers told me i had to take the car because it was too late to unwind the deal . I barely drove the car the check engine light is on and they claimed to have taken the car to *** to for service repairs i have all of this in writing . Also i still did not receive the check i was supposed to get . I do not want this car and i want to unwind the deal like i was promised .

  Business Response

  Date: 07/27/2023

  Our sales management team reached out to the customer and were able to work out a deal with the customer.  They are trading the vehicle in the complaint in on a different vehicle.  As of yesterday, the customer was happy with the new deal and that we were able to get them out of their old vehicle.

• Initial Complaint

  Date:07/13/2023

  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.

  The short version;On Jan 17th, 2023 I took my car to Hyundai Fort Myers for an engine code of P0017 (fixes include: oil change, camshaft oil control valve, Crankshaft Position sensor, or the Camshaft position sensor.As of writing this, they have had my car for 6 months, minus a few days.I have a receipt dated 1/24/23 stating they changed my oil...but it was the wrong oil (my car requires FULL synthetic). The receipt also stated they drove my car 34 miles, engine light did not rwappear, problem solved.When I pointed out they put the wrong oil in the car, Hyundai Fort Myers claimed it was a clerical error. I also pointed out they drove it 34 miles.I've been lied to over the potential readiness of my car on NUMEROUS occasions. NOW? Hyundai FM claims I need a new engine! A new engine is not listed under the P0017 code as a "fix".I...NEED...HELP!I have kept a log of phone calls, emails and conversations with Hyundai FM and will provide them upon request. I was very thorough.

  Business Response

  Date: 07/14/2023

  We ordered the parts needed to repair the customer's vehicle.  Those parts are in and set to be installed by the technician.  We will contact the customer when his car is finished.  If he has any questions, he can speak with our service director, ******************************  She is very familiar with the situation.  The customer has spoken with her before.

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20312244
  
  I am rejecting this response because:

  Yes Hyundai Fort Myers has 'received part(s)' and are preparing to fix my car. I have 6 separate emailed dated,

  7/11/22

  6/3/23

  5/26/23

  5/24/23

  4/28/23 and 

  2/11/23...

  this is just more of the same.....for 6 months now, and I still don't have my car. Last time I spoke with ******* was 6/23/23. She said they (Hyundai FM) "would be starting work on Monday or Tuesday" which was weeks ago.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/19/2023

  The customer's vehicle is in the service department being worked on right now.  Please see attached pictures.

   

• Initial Complaint

  Date:06/27/2023

  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 April 28th 2023 I purchased a 2015 Hyundai Sonata with under 100,00 miles on it even though the car needed a full service detail since it was extremely dirty and smelly so while I was finishing up with the paperwork and the car was getting detailed which took hours I finally received my car and was ready to drive it home as soon as I drive out the dealership parking lot the check engine light comes on and the car starts hesitate to go I called ********************* the man who sold me the vehicle and told him what was going on sent him the pic of my check engine light on the car he had to drive back to the dealership since he was on his way home by that time the dealership put me in a loaner and I was told my car will be looked at by there service department my car was in the dealership possession until May 26th 2023 since I purchased the vehicle back on April 28th 2023 I asked the dealership on the service report that was done my car and was never given to me ********************* stated that my car had a recall on it but I never received that documentation prior to purchasing the vehicle I bring the car home drive it for a few days and the check engine light comes back on the car now has thick white smoke coming from the exhaust I call ********************* and explain what the issues Im having with the car he then proceeded to tell me to drive the car for a few more days and see if there is any changes so I did just that and now by that time the car is getting worse the car is cutting off in traffic so again I called him back and explain to him again what the car is doing and he tells me the service department is backed up that my car wont be looked at until July 4th 2023 about the second week of June I head to the dealership because now I had enough with this car being unsafe to drive and Im sitting at ********************* desk for hours trying to get thing resolved and nothing finally I asked to speak to a supervisor after my car was taken to Mazda dealership service department

  Business Response

  Date: 07/11/2023

  Due to the delay in getting the customer's car into our service department, we put the customer into a loaner vehicle for them to drive while our Mazda service department worked on her car.  The car has been repaired and the customer has picked their car up on 7/9/2023.  They were happy at the time of picking their car up and we have not heard anything to the contrary since.  As of now, we feel the customer is happy with the repair.

  Business Response

  Date: 07/11/2023

  Due to the delay in getting the customer's car into our service department, we put the customer into a loaner vehicle for them to drive while our Mazda service department worked on her car.  The car has been repaired and the customer has picked their car up on 7/9/2023.  They were happy at the time of picking their car up and we have not heard anything to the contrary since.  As of now, we feel the customer is happy with the repair.