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:12/04/2024

  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.

  I am filing a complaint for false advertising, false promises, conversion, extortion, failure to comply with warranty and fraud. In 2019, I purchased a 2015 Hyundai ****** Limited 20.T from a Hyundai dealership pre-certified with warranties; additional warranties were sent from Hyundai ************* in the mail. At the time of purchase, the dealer did not disclose that all their vehicles are painted with defective paint/primer that peels off like nail polish. As recent as December 3, 2024, Jenkins Hyundai of Leesburg represented to me that their Hyundai vehicles do not peel, which is false because I have seen photos and spoken with other newer Hyundai owners with the same issue. At this dealership, my claim for peeling paint on the hood, doors and trunk was started in-person in July 2023 and I was informed by ******* Fin that the vehicle was within warranty and the repair paint job would be 100% covered but they would not be able to take my car until 11/13/2023. On 11/13/2023, my car was delivered for repainting. However, on 01/09/2024 after possessing my car for more than 3 months, they refused to repaint without payment. Additionally, they left a light on that caused the battery to die so I had to pay them to replace that too. In January 2024, I paid $333.00 to have this car repainted resulting from Hyundai's defective paint/primer but the Dealership did not repaint the vehicle's hood or trunk. Apparently, they also did not paint the trunk despite it being included in the claim and service I paid for. I traveled 3 hours away to have the hood repainted two more times in early October 2024. On 1/25/2024, another claim with Leesburg Hyundai was filed because the trunk paint entirely peeled off as a result of them not previously repainting the smaller parts. On 11/03/2024, the dealership refused to honor the warranty and defrauded me by refusing to paint the trunk despite the vehicle being in warranty at the time of the damage and the cost having already been paid.

  Business Response

  Date: 12/06/2024

  Please see attached paint warranty information from the manufacturer. The warranty does not cover a 2015.  Jenkins Hyundai of Leesburg asked the manufacturer for an exception on behalf of the customer, but ********************** has no influence on their decision.  The $333.00 is what is owed by the customer for the work that was preformed not covered by any warranties.  

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22638815
  
  I am rejecting this response because: The photos do not include the rear of the vehicle, which was included in the initial claim and was paid for by the customer but was not painted and has therefore resulted in the entire part being damaged. The dealership did not permit the customer to view the photos provided to claims department despite waiting 2 hours on October 11, 2023 when employee-representative ******* Fin *************) informed the customer the claim was approved in full because it was within the warranty period. Furthermore, the photos submitted by the dealership intentionally did not include the rear of the photos, which was included in the complaint/claim. The dealer did not repair the rear nor did the dealership repaint the front hood of the car; it had to be done at a different location despite paying $333. If desired, the videos of the vehicle damage can be provided on a public ******* link with 55K followers. A formal complaint has also been filed with the state attorney general and the state dealer services department.
  
  Sincerely,
  
  ******* *****, ****

  Business Response

  Date: 12/10/2024

  Jenkins Hyundai of Leesburg stands behind the original response. 

• Initial Complaint

  Date:12/02/2024

  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.

  Date of transaction: November 5, 2024. Amount paid: $12,300 cash plus trade in valued at $17,000. Committed to provide: The ** never answered my point of the $2000 tacked on to the sales order, but was told from the Sales Manager and the Salesman, ***** ****** that a 2nd set of electronic keys would be provided to me. Nature of dispute: deceptive advertising. The price quoted on the Jenkins ******* website was $25,041 and the amount that appeared on the sales order was $$27,143.96. ***** had the car, 2024 **** Bronco on his computer screen at his desk but I was not given a copy of that and it's been since taken down from the internet ad. Issue involves advertising: The ad for a ******************************** on "jenkins *********************" on the internet, VIN ***************** was listed at $25,041 found on November 4, 2024 at my home on my phone and the price on the sales paperwork was $27,143.96 which I thought included the $999 delivery fee, the $349 filing fee and the $100 tag agency, later after we left I noticed it was added in again after the top line number. I believe that even though they knew it was a cash deal, that they deliberately made us wait to see the F&I, **** ******** who plugged in the numbers and told me how much to write the check for, because it gave them a chance to deliberately doctor up the numbers and they knew after waiting such a long period of time to get in the office to close the deal, that we were anxious to get this over with and go home.

  Business Response

  Date: 12/04/2024

  The advertised price of the car does not include any fees, reconditioning/service expense or taxes.  The customer agreed to the price, signed the commitment to buy at that price and signed the contract at that price, nothing was hidden from them and the price was very clearly printed on multiple pieces of paper signed in agreement by the customer.  The customer was NOT deliberately made to wait for finance, we do our very best to process customers thru finance as quickly as possible.  

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22626595
  
  I am rejecting this response because: I stated the fees were added in twice, first when the top line of the retail purchase agreement was at $27,143.98 we thought that included the $999, $349.95 and the tag fees; then if you look at the 6th line from the bottom, the new total is plugged in as $29,407.86 which is after 5 more extra charges were added in. I did not notice it at the time because I was focused on reading the bottom line which is  $12,300 so I could write the check. That doesn't make it right, it's not the figure we were told verbally. Not to mention Jenkins management is not addressing you promised a second key, this too was verbal so Jenkins doesn't care about this agreement. We deserve a refund of the difference and for the electronic key that is lost.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 12/09/2024

  There is not any supporting documentation as to the customers statement that the price of $27,143 included any fees.  The fees the customer is referring to are the dealer fee, electronic registration filing fee, taxes, tag transfer fee and license fee, nothing was hidden.  We want the customer to be happy with their purchase and are sorry to know they are dissatisfied. We stand by the price and numbers on the contract signed by the customer; however, we WILL get the electronic key they are requesting and send it to them.  

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22626595
  
  I am rejecting this response because as I stated, I saw the top line with the amount and going on the verbal word, that thais figure was more than that advertised price because I knew there were additional dealer, etc fees. Otherwise Jenkins just simply increased the sales amount from the advertised amount for no reason but to make a more profitable sale. I only concentrated on the amount at the bottom of the sales contract so I could write the check in the amount I was told assuming the figures were correct. An honest mistake on my part which I think Jenkins ********** would do the right thing and admit the price was inflated from the advertised sales price and refund the difference.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:08/07/2024

  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.

  On 8/4/24, I went to Jenkins Hyundai of Leesburg to see a 2024 Hyundai Sonata shown on HyundaiUSA for $32,962 including sales tax, Registration and fees. I was sold the exact car (same VIN#) by ******, at a higher price without being advised of the extra cost for Dealer Installed Accessories or that these items were even on the car. I wanted wheel locks and carpeted floor mats (knew I would pay for these). She told me that I would be contacted by ******** to schedule an appointment to get my windows tinted. My boyfriend and I were both surprised and assumed this was an added incentive to sell the car. The next day I looked at window sticker which I never saw since and it included a side bar of Dealer Installed Accessories. ****** did not mention seven of the items on the list or advise me that I would be paying $4,564 for these items. I called the dealership at 9am and was told to come in. I went there and met with **** and ******. After much conversation of me telling them that no one ever told me I was paying extra for these accessories, **** agreed to refund me $2,700 and allowed me to keep the items listed. They redid the paperwork and I left with the same car. On 8/7/24, I noticed my car didnt have the mud guards listed on the Dealer Installed Accessories so I checked for the other things and most were not on the car. I immediately called and spoke with ****** who agreed to put only the less expensive items on. I told her that I expected them to honor the agreement I made with **** on 8/3. She said she didnt think they would put the more expensive items on, but would let me know. In the end, they either sold me a car that they thought had all of the accessories listed on the sticker and **** agreed to refund me $2,700 and allow me to keep them all (except for the window tint) OR they sold me a car, let me pay for accessories that weret on the car. I want them to either install the items listed that are not on the car or refund me the amount for the items.

  Customer Answer

  Date: 08/08/2024

  I spoke with ****** on 8/7/24 and she was surprised the Dealer Installed Accessories were not on or in my car. She agreed to schedule an appointment with their service department on 8/10/24 at 10am to have the less expensive items installed. I told her I wanted all of give items installed as they should have been in the car when I purchased it. She said she would speak to the manager and call back. She called back and again said they would only install/provide the less expensive items. 

  Customer Answer

  Date: 08/08/2024

  It was after speaking with ****** on 8/7/24 at 8:30 that I decided to file a complain with BBB. 
  

  Today I read some of the reviews about Jenkins and saw one that complained about the exact same thing that they did to me. This seems to be more than just a coincidence. Ive attached a picture of the review from the BBB website.

  Business Response

  Date: 08/09/2024

  After the customer purchased the vehicle on the original sales date. *********************, General Sales Manager spoke with her in great detail on pricing; which was very transparent. They reviewed the file together, all the pricing and math was accurate on every document that the customer signed.  The customer still disagreed, but **** told her in good faith that he would refund the accessories that were not already on the car, the only accessory that could not be refunded was the paint protection.  The customer agreed that we would re contract for $2,700 less than original purchase price and she would not be receiving any of those additional non installed items. The customer clearly understood that in order to receive the additional accessories, she would have to pay for them, but opted not to. The customer signed the contract and left with a full understanding of what accessories she would not be receiving due to the lower price.  ******** also signed a disclaimer that she received a discount in lieu of accessories.  

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22109985
  
  I am rejecting this response because: Why would **** think the accessories were not on the car when I met with him on 8/5/24? I had no idea they werent on the car until 8/7/24 and when I called to advise ****** of this on 8/7 she was also surprised and asked if I was sure. And shes the person who sold me the car.  The meeting with **** and ****** on 8/5 had nothing to do with the whether the accessories were on the car on or not. I never questioned this because I paid $4,638 for them the day before. The meeting was because I was upset that they charged me for accessories that I didnt even know existed until the day after I purchased the car. ****** neglected to tell me about 80% of them. How would **** know the accessories werent on the car on 8/5 if Moriah and I didnt I know they werent on the car until 8/7? He is obviously not telling the truth about our meeting. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/12/2024

  Date Sent: 8/9/2024 5:22:08 PM
   
  Complaint: 22109985
  
  I am rejecting this response because: Why would **** think the accessories were not on the car when I met with him on 8/5/24? I had no idea they werent on the car until 8/7/24 and when I called to advise ****** of this on 8/7 she was also surprised and asked if I was sure. And shes the person who sold me the car.  The meeting with **** and ****** on 8/5 had nothing to do with the whether the accessories were on the car on or not. I never questioned this because I paid $4,638 for them the day before. The meeting was because I was upset that they charged me for accessories that I didnt even know existed until the day after I purchased the car. ****** neglected to tell me about 80% of them. How would **** know the accessories werent on the car on 8/5 if Moriah and I didnt I know they werent on the car until 8/7? He is obviously not telling the truth about our meeting. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/12/2024

  I believe the customer is misunderstanding.  If you pay for accessories that are not yet on the car, there would be an appointment scheduled to install those items.  However, as ************** stated she did not want to pay for  those accessories, **** instructed the finance manager to re- contract her for $2,700 LESS for the non installed items.    

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22109985
  
  I am rejecting this response because: this isnt about your normal protocol if the accessories arent on a car. This is about no one informing me that the accessories werent on the car. At the time **** refunded me $2,7000 I had no idea the accessories werent on the car. I hadnt looked to see if they were/weren't and **** didnt say one word to me about the accessories not being on the car. And Im unsure why he would think the accessories werent on the car if I didnt know and the person who sold me the car didnt know. I believe you might be misunderstanding what happened when I met with **** and ******. All we discussed was the fact that they sold me a car that supposedly had accessories that I didnt know about and didnt realize I was paying for at the time of the sale. There was absolutely no discussion whatsoever about whether or not the accessories were or were not on the car. Again, Im unsure why **** thought the accessories werent on the car since I thought they were and so did the person who sold me the car. Therefore, when he gave me the good faith refund, I was under the impression it was because they tried to rip me off by selling me a car and not informing me of the accessories and that I could keep the accessories because of this. Again, I called two days after meeting with **** and informed ****** that the accessories werent on the car. She was surprised and asked me several times if I was sure. She then called to tell me she spoke with the manager and they would put the less expensive accessories on the car. That being said, it makes no sense that I would call two days after I met with **** to tell ****** the accessories werent on the car and for her to be surprised of this. UnlessPaul never told either of us. Now that makes sense. Which would mean that at the time of the refund, I was under the impression the accessories WERE ON THE *** and so was Moriah. 
  Ill go back to my original question since you failed to answer it. Why did **** think the accessories werent on the car? The sticker said they were, I thought they were and the person who sold me the car thought they were.  

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

  Business Response

  Date: 08/13/2024

  **************, to answer your question as to why **** did not think all the accessories were on the car is because you told **** they were not on the car. 

• Initial Complaint

  Date:07/23/2024

  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.

  ***********************, an employee of Jenkins Hyundai, and family friend of over 25 yrs showed me a 2019 ******** XT4 with ****** miles selling for $28,000 which I purchased from him on 9/22/23. I was unknowingly charged $10,000 over ticket price making the sale of the car $38,000 (3k down and 35k financed with capital one).The day after I got the car the check engine light came on. I texted ********* told me to take the car to the ******** dealership (owned by Marks ************** as the car was still under warranty. Every time I tried to coordinate a day & time for **** to meet me at ********, there was always an ********* kept getting the run around.On 7/12/24 while driving 40 mph w/ my 8-month old baby & 9 yr old daughter in the car it completely locked up putting ******* children in a very dangerous situation. I immediately called the ******** dealership & took my car in on 7/15 @ 1pm. While there they pulled the Carfax report which showed my vehicle had been in a rear end collision involving the right front-end of my car & was advised it was showing multiple error codes, one being for the active grille air shutter performance (see attachment). After inspection I was told there was visible damage to the grille shutter - the part itself was cracked & the bracket was also bent. This damage is clearly due to the accident shown on the Carfax report. Thats when I realized that Jenkins Hyundai knowingly sold me a damaged vehicle that was unsafe to drive and also withheld the information about the bad Carfax report.****************** knowingly sold me a damaged used car. He purposely withheld information, failed to disclose the Carfax report, misrepresented the quality of **************** of the car, added to the quoted price, & inflated the price. The dealership also failed to make proper repairs to the car. Jenkins failed to act in good faith & was deceptive in their representation, putting me and my daughters' lives at risk.

  Business Response

  Date: 07/24/2024

  ************** purchased her vehicle in September of 2023.  She was NOT charged $10,000 over for the price of the vehicle, she paid a very fair price for the car, possibly she is considering the total amount to be paid with the finance charges which are high due to her credit.  After speaking with ***********************, the sales consultant, he states he was in constant contact with her to help resolve any mechanical issues.  The Carfax report is posted on our Website for pre-owned vehicles and provided to the customer if requested.  The mechanical issues with the her vehicle, 2019 ********* have been repaired and paid for by Jenkins Hyundai of Leesburg. There was no deceptive practices by Jenkins Hyundai of Leesburg or *********************** and all has been done to assist ************** to the best of Jenkins Hyundai of Leesburg's ability to assure her satisfaction with her purchase.  She has spoken with the General Manager, *********************, and has been called by the Customer Relations Manager, ***************************. 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22033770
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/01/2024

  On Wednesday, July 24th, I got my car back from Hyundai for the 2nd time. That evening, I was driving around *****************, going approximately 35 mph when my car shifted itself into D1, which is something it has done many times before and is apparently one of the ongoing issues. I thought maybe it was because it had been raining but then the next morning, while on my hour drive to work, it did it again going ***** mph on Highway 441. I called The ******** dealership to get their advice and they said they can do a full diagnostic check of the transmission for $189 but advised me to call Jenkins Hyundai, so, again, I did. I spoke with ******* about the issue and she suggested for me to bring my car back in again and that she would get me another loaner vehicle to drive. Since I was working and wouldn't be home until late, she advised a salesman would be at the dealership until 9pm and that the loaner car would be ready.  I dropped off my vehicle and picked up the loaner (a black Sonata) at approximately 9pm that evening and still have that loaner (7/31).
  
   On Monday, 7/29, I got a call from *** at the Jenkins dealership and he stated that *** asked him to call me and asked if I was able to come to the dealership to look at a few vehicles that they had in mind in order to get me into another vehicle. My dad and I went to the dealership and *** had us test drive some cars with a salesman named *****. There is a 2020 ****** Highlander with 36k miles and a clean Carfax report that I would be ok with. The Internet price they have listed for the vehicle said $33,888. My loan payoff on my ******** XT4 is $33,395. When I asked them about numbers and pricing, they said the total out-the-door amount would be $43,824.43, which was not acceptable to me.
  
  After lengthy negotiations, I am happy to report that today, August 1, 2024, thanks to the general manager, ***, and **** in finance, we were able to resolve the issues between us; and they were able to get me into the ****** Highlander.
  
   

  Customer Answer

  Date: 08/01/2024

  In my last message it stated that the 43k was acceptable to me which was a typo, bc I denied that offer and numerous others before we came to an agreement. 

  I do want to also address some other concerns in regards to my complaint...

  *** (the one who replied to my original complaint) did NOT resolve anything. In fact, her arrogance just upset me even more. She is definitely not who I would delegate to deal with upset customers. Out of the numerous people I dealt with at that dealership **** was the only one who did not escalate my agitation. With that said Jenkins Hyundai might want to re-evaluate who they delegate to deescalate and resolve complaints. 

  Business Response

  Date: 08/12/2024

  We were able to resolve the complaint with **************, and she is in a new pre-owned vehicle that she is happy with.  We appreciate her giving us the opportunity to resolve this matter.  

   

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair 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.

  10/9/23 check engine goes on, when I call for service I was told to tow to dealership as it was dangerous to drive..10/12/23 car returned..knock censor supposedly ..10/16/23 check engine again… car towed to dealership..10/27/23 car returned..11/6/23…check engine again…car towed for THIRD time…they have been working on my car since then. Apparently the problem lies with headquarters as the computer info from my car engine can’t get to headquarters. Lemon law in Florida is unfortunately 2 years my car is a 2020 Santa Fe with 14,546 miles…when it went it. One day I’m told I’m getting a new engine, the next day no new engine I don’t know where else to go…this is a very frustrating situation as my car is paid off and I really am not able to just walk away as **** **** value was $22,000.00. Is there anyway you can do to help me

  Business Response

  Date: 12/11/2023

  We are currently working on a resolution with this customer.  A Hyundai/Genesis field engineer was called in to
  assist in diagnosing vehicle service issues.  It has been found that the
  front hydraulic motor mount leaked out the fluid/gel inside which is causing a
  knocking noise during acceleration and deceleration.   The
  appropriate parts have been ordered and we will be installing them upon
  arrival.  After installation, the vehicle will be road tested to assure
  the vehicle is running properly.  We will update this as soon as the vehicle repairs have been completed. 

  Business Response

  Date: 12/13/2023

  We are in the process of verifying
  the repair. We put 35 or so miles on it so far and the knock sensor has not set a code. We found a bad/clunking hydraulic motor mount on the front side of the
  engine, very close to where the knock sensor is mounted in the engine block.
  Hyundai’s Field Service Engineer was in the store the entire day Monday (12/11/23) getting this sorted out. The knock sensor is essentially a
  microphone that detects knock noise. What the customer states is true, we were
  told by Hyundai Tech Line the vehicle needed an engine and that is why we
  conveyed that information to her. Tech Line pulled the engine approval almost
  immediately and insisted we perform a battery of other tests. When the
  additional tests were submitted the Field Service Engineer was dispatched and
  here we are today. We are not giving the customer the run around as she puts
  it, and certainly would never knowingly put her or any customer in a vehicle
  that was unsafe. We have had the vehicle for just over a month now. We will
  absolutely not give the vehicle back until service is 100% certain that the vehicle
  is repaired and SAFE to drive!  As a courtesy to the customer, we provided them with a loaner
  vehicle at No Charge until we have completed the repair. Our expectation is to
  be able to return the vehicle to the customer by the end of this week, either Friday
  12/15 or Saturday 12/16.  We hope this will resolve both the complaint and the vehicle issues, as we try very hard to provide satisfaction to each customer.
  

  Customer Answer

  Date: 12/14/2023

  
  
  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.   Date Sent: 12/13/2023 4:16:38 PM
  

  I have no choice but to take my car back…however this was the third time that it was “fixed”  I think you can understand my hesitation that my car was fixed.  I will go and get the car back and request my battery be tested as they put well over 300 miles in an attempt to find out what was wrong with the car   I can only hope and pray that this is the end of my nightmare  with Hyundai.  Yes Jenkins did provide a rental all three times my car was towed to their service department 

  thank You for your assistance 

   

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

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

• Initial Complaint

  Date:10/20/2022

  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 September 30, 2022, ************* and I bought a 2020 Nissan Rogue SV, VIN: ***************** at Jenkins Hyundai of Leesburg. I initially communicated with Shanon W*****, Product Specialist, through the Internet Sales Department. Upon parking and exiting our car to go inside for our appointment with Shanon, we were greeted by Ty W******, Financial Analyst, who took over as our salesperson. We made it abundantly clear that we were only interested in purchasing a ****** Accident Free pre-owned vehicle with specific safety features (i.e., AEB, BSW, etc.). During all of our discussions, test drive, and negotiations we repeatedly stated that our priorities were: an accident free vehicle from our list of possibilities, certain safety features that Consumer Reports highly recommended, a fuel efficient vehicle, and a vehicle within a set price range. I specifically asked Ty if the Nissan Rogue we ended up purchasing was a ****** accident free vehicle. Ty assured both my mother and me that this Nissan Rogue was ****** accident free. Ty stated he would show us the ****** as we were doing paperwork and negotiating. We never received the ******, and it was not in any of the paperwork that we were given a copy to take home either. The Nissan Rogue we purchased was missing all of the backseat headrests (a safety issue) and we only received one remote/key. We asked Ty about these issues and he said he would check on them. After not hearing back after sending Ty several texts, and a few messages left with the receptionist, I became increasingly concerned and checked on ****** myself to view the Rogue's ****** report. I was very concerned to find that the Nissan Rogue we drove home was not a ****** accident free vehicle. I have discovered this car was a salvage/junk vehicle sold at auction and slapped back together well enough to fool an unsuspecting buyer, with a "clean, clear, and safely drivable title." No contact with the company has been helpful. Seems like a criminal org.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/10/31) */
  The customer has been in to meet with our Manager and we have released her from her vehicle and refunded her deposit.