Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/26/2025

  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.

  ***** ***** / ******* ******* Phone: ************** Email: **************************** Date: June 16, 2025 TO: Office of the BBB RE: Formal Complaint Exploitation of Elderly Consumer by Rick Case Hyundai, Plantation, FL ********************************* My name is ***** *****, and I am writing on behalf of my aunt, ******* *******, a 78-year-old resident of ******* who has recently become the victim of what I strongly believe to be elder exploitation and deceptive business practices by Rick Case Hyundai, located at *****************************************On May 24, 2025, she visited the dealership accompanied by her special needs grandson to have her previously owned vehicle serviced. She had maintained this vehicle regularly through Rick Case Hyundais service department for years, despite them repeatedly telling her that necessary parts were unavailablewhile continuing to charge her for services that were not rendered.During this service visit, she was deceptively pressured into leasing a 2025 Hyundai Elantra. The salesperson took advantage of her age, rushed her through paperwork, failed to explain key lease terms, added unwanted services, and misled her about the overall cost. She was told the new lease would save her money, but was never informed that her current vehicle would be traded in or sold. The terms "trade-in" or "sale" were never used with her at any time Her previous vehicle, which had only ****** original miles, was given just $1,000 in trade-in credit, and she was also required to pay an additional $2,000 down. Given her excellent credit, this would not have been necessary under fair and transparent terms She explicitly requested to keep her vehicle, but was later informed it had been sent to auction without her knowledge or consent.This conduct appears to fall squarely under the definition of exploitation of an elderly person as outlined in ******* Statute 825.103(1)(a).I respectfully request BBB Office investigate this.

  Business Response

  Date: 07/11/2025

  Good afternoon, 

  Firstly, ********** is very happy with her purchase which she told everyone here in person several times, this is a non-involved third party that was NOT present during the sale (***** *****) and, while entitled to your own opinion. **** Case does not discriminate or deceive customers in any was ever. 

  Secondly, she traded in a nearly 16-year-old vehicle which is why the trade value was as stated $1000.

  Finally, ********** negotiated an amazing deal for herself and rather than spending money in the service department she opted to lease a band new car. Again, she was incredibly happy with her Lease and the only issues that seems to be here is Ms.***** ****** perception of the deal when she came back to discuss it serval days later with the manager.

  We thank ********** for her business and wish her continued enjoyment in her new 2025 Elantra.

  thank you. 

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23521724
  
  I am rejecting this response because: 
  

  Good morning,
  
  I am writing in response to your recent message regarding the transaction involving my aunt, Ms. ******* *******, and your dealership. While I appreciate your response, I must respectfully and strongly dispute several of your claims, which attempt to minimize the seriousness of this situation and misrepresent both my role and Ms. ******** actual experience.
  Let me be clear: it does not matter whether you consider me a non-involved third party. I am her niece and advocate, and I became involved because she was taken advantage of. You're absolutely right that I was not present at the time of the saleand had I been, this lease would never have happened.
  My aunt entered your dealership solely for a service appointment, not to acquire a new vehicle. Despite that, she was directed to your sales team, and after six hours, she left with a leased 2025 Hyundai Elantraconfused and misinformed.
  If she was so excited and happy, as you claim, then why did ***** require six hours to complete the sale? This should have been a simple transaction, especially given her excellent credit and the fact that she had no issue with the down payment. The delay raises serious questions. And lets not ignore the role of ****** from the service department, who apparently involved ***** in the first place. From what I understand, Ms. ******* was coached and pressuredthroughout this process.
  You also mention that her 16-year-old car was only worth $1,000. Regardless of the vehicles age, it was in excellent mechanical condition, had only ****** original miles, and had just undergone a servicewhich she paid for the same day she was persuaded to trade it in. If the dealership truly believed in fair dealing, why was that vehicle auctioned offor potentially keptwithout fully explaining the consequences to my aunt?
  You stated she negotiated an amazing deal. If that were the case, why did ****** ********* acknowledge, in front of me, that he now understood my concerns? However, despite this admission, no meaningful effort was made to make things right. Your team had multiple opportunities to correct this, especially when I returned with her shortly afterward, and requested the vehicle be returned. Instead, your focus remained on the sale and the profit, not on the ethics or well-being of an elderly customer.
  Lastly, I attempted to resolve this quietly by reaching out to the General Manager not once, but twice, and I have yet to receive a response. That silence speaks volumes.
  To suggest that Ms. ******** current discomfort is a product of my perception is both dismissive and insulting. This isnt just about one transactionits about a pattern of manipulation, lack of transparency, and elder exploitation.
  At this point, weve submitted complaints to the Florida Attorney General, the ************************************ (****), and the Better Business Bureau (BBB). We are also reviewing this matter with legal counsel and exploring whether a class action may be warranted, should other seniors have had similar experiences.
  I urge you to reconsider your stance and work with us to resolve this fairly, transparently, and respectfully.
  
  Sincerely,
  *****/******* *****/*******
  [Niece of ******* *******]
  Phone: **************
  Email: *************************************

  
  

  Business Response

  Date: 07/16/2025

  Good morning,

  while I appreciate your concerns, there was ZERO ill intent or manipulation of any kind and **** Case strongly rejects any claims of such.

  Ms.******* made a choice to trade in a 15+ year old car and get a new one, she was approached in the showroom by a salesperson as is normal business practice. and a normal daily occurrence. 

  Again, perhaps your perception of this deal is incorrect because you were not here. We thank you for your business. 

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally dispute the sale of my H31313936**3332373137H Certified Pre-Owned (***) vehicle, 2023 H31313936**3332373137H ************** VIN ***************** purchased from Rick Case Hyundai Plantation on 6/17/2025. The vehicle was marketed as having passed H31313936**3332373137Hs rigorous 173-point inspection, but multiple defectswhich should have been identified and corrected. Additionally, my personal data was improperly shared despite opting out, resulting in spam texts.1. *** Inspection Failures Per H31313936**3332373137Hs official *** checklist ********************************************************************************************************************************************************* the following items were not properly addressed:- Missing Key (#**): The *** warranty guarantees two keys; only one was provided. - Dirty Air Filter (#**): The filter was visibly soiled upon delivery (photo attached). - Insufficient Tire Tread (#**): Tread depth measures below H31313936**3332373137Hs *** standard of 4/32". (photos attached)- Low Washer Fluid (#**): Reservoir was not filled to the required level. - Trim/Dent Damage (#**): Interior door trim and rear lift gate have undisclosed damage (photos attached). These issues violate H31313936**3332373137Hs own *** program terms and constitute misrepresentation under Florida consumer protection laws.2. Data Privacy Violation Despite opting out of data sharing, I received unsolicited texts from ************ on June 19th, 2025 regarding insurance verification. This suggests the dealership unlawfully sold or shared my contact information. 3. Demand for Resolution I request that H31313936**3332373137H: 1. Fulfill the *** obligations: Provide a second key, reimburse me for the air filter I had to replace, replace 4 tires with tread issues, and repair all trim/dents on rear. 2. Investigate the data breach and confirm my information is no longer shared. 3. Compensate me for damages: $5,000.00. If these demands cannot be met I want H31313936**3332373137H to buy back the vehicle at full sale price plus $10,000.00

  Business Response

  Date: 06/24/2025

  This vehicle did go through a full Certified Vehicle Inspection by a trained Hyundai Tech prior to being offered for sale, the owner had an opportunity to both inspect the vehicle and its condition and to road test the vehicle before purchase and decided on its purchase. If he was not given a second key, we would be happy to supply it to the owner. This vehicle comes with a warranty and the owner has never requested any assistance regarding these complaints and given us an opportunity to resolve them, which would be a normal process with a warranted vehicle. However we want our customers to be happy, so if he is this unhappy with the vehicle, he can return the vehicle in the same condition at the time of purchase and delivery, and we will refund him and cancel this sale. This offer is available provided the vehicle is returned to our location by June 27th 2025 before the close of business. We want our customers driving vehicles purchased at this dealership to be happy with their purchase.

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23510069
  
  I am rejecting this response because:
  

  They clearly lied on the *** about having 2 keys, checking the air filter, and the tires. They also shared my personal information because I'm getting spam texts from multiple numbers. I cannot simply return the vehicle. I traded in vehicle as well which was part of the package deal. I want the issues at hand fixed plus damages for sharing my personal information.
  The *** means nothing. I test drove a different vehicle that had way more physical damage than this one, and that one magically passed the *** as well with giant dents all over the back and scuffs. They are only offering to take the car back because they still have my trade in. I am taking this company to arbitration since they refuse acknowledge and fix all of my issues. I have pictures of all the issues I am reporting. 
  

   

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

   

  Business Response

  Date: 06/28/2025

  THE SECOND KEY WAS FOUND WITH THE SALESMAN THAT TOOK IN THIS TRADE AND HAS BEEN SENT TO THE OWNER, WE HAVE ALREADY OFFERED TO PROVIDE A REPLACEMENT CABIN AIR FILTER AND TO TAKE THIS  VEHICLE BACK AND CANCEL THE DEAL IF HE DOES NOT LIKE THIS VEHICLE, SEEMS LIKE THATS A REASONABLE OFFER, NOT SURE WHY THIS OWNER IS SO UPSET WITH THE DEAL HE GOT, THE VEHICLE IS WARRANTEED AND HE IS PROTECTED BY THAT, IF THERE ARE FURTHER ISSUES WITH THE VEHICLE, BRING IT IN AND WE WILL CORRECT THEM, THIS SEEMS TO BE A VERY UNUSAL CASE THATS EASILY RESOLVED IF THE OWNER JUST COMES IN AND SITS DOWN WITH US, WE HAVE BEEN IN BUSINESS FOR OVER 50 YEARS AND HAVE A GOOD REPUTATION IN THE COMMUNITY, SO LETS GET IT SOLVED, OR GET THIS OWNER OUT OF A VEHICLE THAT HE MAY HAVE CHANGED HIS MIND ON PURCHASING AND GET HIM HAPPY AGAIN. 

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23510069
  
  I am rejecting this response because:

  
  The dealership is lying on certified pre-owned vehicles. They marked off on the 173 point inspection that all the stuff wrong with my car meets standards yet it obviously does not. They are using this as a selling point on their cars but not actually checking the 173 things they say they do. Why are they just now offering me an air filter and key when it said that it was checked off on the inspection report? Ill tell you why, they are misrepresenting these cars as passing CPO standards when they really dont check anything. They said on the *** report all 4 tires meet standards yet are well below the 5/32 minimum Hyundai requires for a CPO vehicle. Tire kingdom recommended I replace them immediately because they are between 3 and 4/32 and are spinning out in the rain. This dealership needs to be investigated for fraud. I am trying to go through the legal process they set up called arbitration because sneaky dealerships have a clause where you cant sue them in court before going through this process. The general manager Abualown ****** called me and literally hung up on me after I told him Im not bringing my car in there to get worked on because I dont trust them. They lie about the work they supposedly do, why would I bring my car back in there. The sales manager ******** ******* keeps calling and leaving voicemails saying his emails no longer work, probably because they dont want to risk putting anything else in writing because its just backfiring with all the lies theyve told already. The arbitration company is awaiting on the dealerships response and they have been delivered a formal demand via ***** ************. I cannot simply just return the car. I had a trade in, which would leave me without a car. They are using return the car to sound like theyre offering me some kind of resolution but they are leaving out the fact I gave them a car for a trade in. Disputes are underway for my deposit on the car and arbitration is being pursed as well. Stay away from this dealership. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/26/2025

  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.

  In February of 2022 I I purchased a brand new Hyundai from **** case, I informed my sister that she should try and trade her vehicle since it was causing her problems. She went in to trade it but of course they will low ball the trade of there own brand. Never the less ***** was also her finance manager as well as mine. ***** provided my sister with all of my documents and informed her that I have more income and better credit. Long story short she allowed my sister to sign my name as her co-signer without me being present. I didnt find out about the deal until it was too late for me to not be added to the deal. Its so unfortunate that I found out when the bank called my phone.

  Business Response

  Date: 05/27/2025

  Good morning,

   

  this complaint is directed to the wrong store. please redirect to the Rick case Hyundai in *********

  you are addressing the other location in **************

   

  thank you. 

  Customer Answer

  Date: 05/27/2025

  **** case is one company, regardless if its *************** or ****** they are all associated 

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2025 Hyundai Tucson from Rick Case Hyundai Plantation on April 5, 2025. After reviewing my financing contract, I discovered that several optional add-on products were included without my full awareness or consent. These included:GAP coverage Maintenance Plan ************ Protection Key Replacement Surface Protection Theft Protection I have not used any of these services and I am still within the early review period of the contract. I contacted the dealership multiple times via email (Finance Manager, Sales Manager, and General Manager) asking to cancel these products, but received no response.These products significantly increased my total loan amount, and I am formally requesting their cancellation and a refund where applicable. I am asking for BBBs assistance in helping resolve this matter.

  Business Response

  Date: 05/07/2025

  thank you for reaching out the FI manager will reach out to process your cancellations 

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23299220
  
  I am rejecting the business response because no one has contacted me, as promised.
  
  
  The message from Rick Case Hyundai stated that the Finance Manager would reach out to process my cancellations. However, it has been 4 days and no one has reached out to me by phone or email.
  
  
  I request that the cancellation of the additional products and services be processed and confirmed in writing. Until that happens, I am not satisfied with the response and do not consider this matter resolved.
  
  
  
  Sincerely,
  
  ****** Nechukhranyi

  Business Response

  Date: 05/12/2025

  thank you for reaching out the FI manager will reach out to process your cancellations There was a delay due to high call volume. 

• Initial Complaint

  Date:05/05/2025

  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.

  Formal *************************** Denial and Improper Charge at **** Case ******* Plantation To Whom It May Concern,I am writing to formally file a complaint against **** Case ******* Plantation and its General Manager regarding a deeply concerning experience related to the warranty service of my 2022 ******* ***** leased this vehicle new in September 2021 and purchased it at the end of the lease in March 2025. The vehicle remains under the original 5-year/60,000-mile bumper-to-bumper factory *********** April 2025, the air conditioning system in my vehicle stopped functioning. I scheduled a service appointment with **** Case ******* Plantation, anticipating the issue would be addressed under the manufacturer's warranty.However, upon arrival, I was informed by the service advisor that I must authorize a $582 charge for leak testing before any diagnostic or repair work could proceed. I was alarmed and objected, pointing out that the vehicle is clearly still under factory warranty. Despite this, I was told that without my consent to the charge, my vehicle would not be inspected and warranty coverage would be denied.I ultimately signed the authorization under duress, feeling I had no choice. As a ******* resident with young children, driving without air conditioning in this climate is not only uncomfortable but dangerous. When I indicated that I planned to file a complaint with ***************, the advisor responded, Youre not the first one, and, You will pay it in the end. These comments were both dismissive and indicative of a disturbing pattern of behavior and disregard for proper warranty handling.I am requesting the following:Immediate waiver or refund of the $582 charge.A full investigation into **** ************************ handling of warranty claims to determine whether their actions violate ******* policy or consumer protection laws.Appropriate disciplinary action against employees involved, including the service director and general manager.

  Business Response

  Date: 05/06/2025

  Mr. ****** was advised prior to leaving the vehicle with us that the *************** New Vehicle Warranty "does not cover charging the refrigerant in his vehicle" and should we find the system low on refrigerant that this "would not be paid for by warranty and he would have to pay for this service", he did no like that information being provided however agreed in advance to this being performed and authorized the service. He did write us questioning this in writing and we responded to his email inquiry on the phone and then followed up with emails (attached), advising that we had also called his supplementary extended protection plan which he had purchased and they also declined coverage as this policy does not come into force until the vehicle is more than 5 years or ****** miles and was designed to offer coverage for repairs listed in the policy after 5ys/60000 miles until 10yrs/100000 and therefore declined coverage for this service of charging the system and adding leak detecting dye. I also reached out to our ******* representative directly and asked them to call the owner and clarify what we had advised him regarding coverage of this service under the terms of the ******************* Warranty and they will also be reaching out to him directly (Genesis **** # ********). Unfortunately not every repair is covered by warranty and the " terms are both provided and limited by the manufacturer *******" and not the dealership, and governs what any dealer may claim from the manufacturer during this period for requested repairs. This owner worked in this industry for many years and is fully aware of the rules that govern warranty coverages, and although this part of the air conditioning system is not covered by either warranty their are items that may be covered at a later date should the dye that we added during the recharge identify a leak in a covered component or identify the leak was caused by a non covered component, but until there is a future component failure the addition of the refrigerant and dye authorized by the owner is presently providing cold air in his vehicle. The purpose of the dye would be to assist cause of a leak should this reoccur, but until then, this car now has cold air and is ready for pickup.   

• Initial Complaint

  Date:04/29/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Saturday, April 26th, 2025 at approximately 6pm, we had came to an agreement on a vehicle that the **** purchase was $54K, however, with the **** Case incentives added brought the cost up to $57K. I had a trade-in, which was a 2021 **** F-150 Limited Powerboost 4X4 and had been appraised for $44K.Nevertheless, I agreed on the purchase, since they were offering a rebate of $13,500 to the (2) year lease of 12K miles per year.I was quickly brought to the Finance Manager and was introduced to ******* *. Chtaili and begun the process of initializing and signing documents. I was then proceeded to receive the documents on a flash drive, so I wasn't able to see the paperwork completely, since we were in a rush. He wanted to go home to watch his son play ********* any rate, I looked at the paperwork a day later and was to my surprise to find that the contracted agreed amount was not $57K but $62,600.96 It is only a (2) year lease/12K miles per year. However, in addition, there were charges that I was not expected to pay and I called to complain and have them removed, I was told that I needed them and was not given an option to receive my funds returned.- Appearance Protection - $1,495 - Road Hazard - $1,027 - Etch - $799 - Gap Plus - which was not identified but is charged in the contract but disclosed as something else, which I did not want.I reached out to Hyundai and **** **************** however, I was only given instructions that the dealership I had purchased the vehicle would be able to assist. However, I explained that I was being a victim of switch and bait of the agreed price and that the OPTIONAL INSURANCE AND OTHER PRODUCTS were not going to be rescinded. I have felt that I had been bullied and taken advantage of and this had begun from the manager ******* ********* and then the process was then conspired to the Financial Manager, ******* *. Chtaili.

  Business Response

  Date: 04/29/2025

  thank you for taking my call, ******

  As we discussed the Road Hazard and ETCH can and will be canceled per your request next week when you are free come in. We will also provide the itemization of the rebate so you can see your credit for the military. We apologize for any inconvenience this may have caused and look forward to swifty resolving all of your concerns. 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23263860
  
  I am rejecting this response because:
  The sticker price when I arrived to the dealership was $54,000 and in addition when they add the **** Case incentives which included car wash for life, raised the cost up to $57,500. I didn't understand the reason why **** Case would do that, since I wouldn't be able to use the car wash, it would damage the vehicle. Nevertheless, the contract that was written up indicated a gross capitalized cost of $62,600 and since it was a (2) year lease term, that expanded the cost to $67,602.95. My understanding was I received national/local rebates of $13,500 and the trade-in of my 2021 **** F-150 Limited Powerboost 4X4, offered amount was $44,000.

  I never received any credits, however, the cost of optional insurance and other products that I did not agree on but was not given a chance to say, no, when I specifically stated that I do not want the items.

  The appearance protection; etch; and road hazard, totaling $3,321 tacked onto the lease. I had in the past purchased from **** Case several times. I even had purchased from ****** Case. I was NEVER swindled or forced and bullied to agreements that were forced upon a customer.

  I cannot accept this type of business etiquette to be swayed and condoned. If this is the uniform manner of how they are conducting business, then I am obviously am not the only person that they are doing this to. I would like to have the examples of these employees to be identified and to be disciplined if there happens to be an ethics committee board to be registered and recorded.

  I do not feel comfortable to be entering their business and establishment, where I feel that I could be in ***** way among the people that have harassed me to the process of making off more money than what was agreed on.

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

  Business Response

  Date: 04/30/2025

  As we discussed the Road Hazard and ETCH can and will be canceled per your request next week when you are free come in. We will also provide the itemization of the rebate so you can see your credit for the military. We apologize for any inconvenience this may have caused and look forward to swifty resolving all of your concerns. 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23263860
  
  I am rejecting this response because:

  **** Case will cancel out only the (2) out of the (3) that was already been utilized by the dealership. In addition, the funds from the (2) items that is stated to be canceled, wouldn't even apply to me but to the lease agreement that they comprised together with the Finance Manager, ******* *. Chtaili.

  Obviously, the explanation for the expansion of the **** charge from $54K to $67K was not even identified and brought up to the attention to the BBB.

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

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am attempting to return a Hyundai Elantra to **** Case's dealership. They refuse to honor their return guarantee. I was told that because I bought the vehicle on April 9, 2025, around 3:00 P.M., I was past the 3 days. Fares Abualown, the General Manager, and **** *******, the Sales Manager have informed me. They are telling me that 5:00 P.M. each day is counted as the end of the day. The dealership closes at 9:00 P.M. Wednesday, April 9, 5:00 P.M., a few hours after I bought the car, counts as day 1. Thursday, April 10th, 5:00 P.M. counts as day 2. Friday, April 11th, 5:00 P.M. counts as day 3 and the end of the final day. Mind you, I am under the millage restriction. I have 128 miles on the odometer.

  Business Response

  Date: 04/13/2025

  Good afternoon, 

  I'm writing you to address a recent misunderstanding that occurred regarding the operation hours of the accounting department and sales department with our organization.

  Accounting department closing at 5pm and sales closing at 9PM, thanks

   

   

   

   

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23194186
  
  I am rejecting this response for three reasons:
  1. The return policy does not clarify that only the ********************* which closes at 5:00 P.M. can accept returns, nor did anyone I spoke to when buying the car.

  2. I should have been able to bring the car in on Saturday April 12th if only the ********************* may accept returns.

  3. The General Manager and Sales Manager I spoke to denied that a return policy existed multiple times until I showed it to them on the dealer's website.

  This shows that they had no intention to honor the return policy unless forced to. It is difficult for me to understand how someone can become a General Manager or Sales Manager without knowing a critical policy such as a return policy.
  Sincerely,
  
  Lucsond *****

  Business Response

  Date: 04/21/2025

  
  Accounting department closing at 5pm.

  Customer Answer

  Date: 04/24/2025

  I have gotten a resolution,  it is not a satisfactory resolution. After going back to the dealer, I was told the return policy is only for used vehicles. 

  The problem with this is that the dealer's return policy was the reason I picked that specific dealership. The way the policy is worded online implies that the return policy is for new vehicles. Next, the way the days for the return policy is counted is different than the way the days for the exchange policy is counted. Also, this is not clarified. Lastly, there is no written policy available even when asked. All, of this makes me feel the policy is intentionally deceptive.

  I ended up getting an exchange for about $3000 more. The only winner is Rick Case Hyundai.

  I have attached a screenshot to the return policy page and the page for the link to the terms of the return policy. 

  Link to website below 

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

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a used car November 21, 2024 from Rick case hyundai in Plantation *******, and I took out the extended warranty for 6 years or a ******* miles. My car broke down last week And I had car towed to the **** case hyundsi dealership. they told me my warranty expired. They said the warranty begins on the in service date. The day the car I went for sale on the dealerships lot which was in December 1, 2018( I leased it for 3 years then in November 24, 2021 I returned car and decided to buy it) I lost 3 years of my warranty. It's with the company called cost guard and I called them up. They said that the dealer needs to change the date to the date I purchased it and not the inservice date. Which is the date the car went for sale. In December 1, 2018 the dealership refuses to acknowledge it. They said I signed the form the warranties expired. The car will not start, and rivk case wants ******* to repair it and they're not honoring the warranty . I was misled and lied to. the extended warranty is suppose start when manufacturers ends Not start at same time. hyundai gives you a five year warranty bumper to bumper, so the extended warranty technically only lasted one year after the manufacturers. it was never disclosed to me they run simultaneously and the extended warranty is only good one year past manufacturers. I was completely lied to. i called the extended warranty. Can you cost guard and withhold that? The contract was 39 pages long and they emailed it to me. The Highland dealership only gave me 3 pages of the contract. finance person i dealt with never told me The extended warranty was only lasting 12 months after the manufacturer. now the dealer is holding my car hostage wanting$ 1400 , I called ********************************** and they are $400 less for same repair, and **** case said they will not match price, even though thir radio advertisement says we fix all makes for less and double manufacturers warranty and free towing ...they lie!

  Business Response

  Date: 03/24/2025

  Thank you for reaching out regarding your extended warranty. I understand your concerns and would like to clarify that  the service contract begins from the in-service date of the vehicle. This date is when the vehicle was first sold or leased, which in your case is December 1, 2018.
  Additionally, our records indicate that you purchased your lease and the extended service contract on November 24, 2021, not November 21, 2024, as mentioned in your complaint.
  It is stated clearly in the terms that the service contract begins from the in-service date of the vehicle. Please see attach picture. 
  We apologize for any confusion this may have caused. If you have any further questions or need additional assistance, please feel free to contact us.

  Customer Answer

  Date: 04/04/2025

  I read the response from Rick case hyundai and what they are saying is that the extended warranty began on the same day as the manufacturers warranty. I paid for 6 year ******* mile warranty when I purchased the car in November of 2021 I didn't pay for a warranty that began in December of 2018. contract they gave me was 3 pages long. The costguard extended warranty company Told me the contract is ******************************************************************** December of 2018 and would last one year past manufacturers. I was lied toand  completely misled by the dealership financial manager. Who in there right mind would pay for a 6 year extended warranty only good for one year...who? i have all the documents that **** case gave me and I have the 40 page document. I received from the extended warranty company when I requested it. They do not match up. I was taken advantage of.. When you ******, the definition of an extended warranty does a warranty that begins when the manufacturers warranty ends? It doesn't say that it starts the day. The car is delivered to the dealership for sale.

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my 2017 Hyundai Elantra to Rick Case Hyundai Plantation for a steering wheel issue and an overheating engine. After struggling to secure an appointment online, I visited in person and received a prompt appointment in the beginning of November 2024. A service advisor detected a coolant leak and assured it was minor. There were aggressive sales tactics from a salesman made the initial experience uncomfortable. During the first visit, I was told the car needed a coolant hose pipe and a new **** system, totaling nearly $2,600. I opted for a payment plan and left with the vehicle after the cooling hose was replaced. I was to return when the **** part came in.Shortly after, the car started stalling and making loud noises. Despite sending videos and requesting the diagnostic report, *********, the service advisor, provided conflicting explanations, initially blaming too much oil, then mentioning a possible engine misfire. I returned for the **** installation, and still no diagnostic report was provided after asking several times, and the car continued to experience issues.On a third visit, ********* insisted the car lacked oil, prompting an $120 oil change, but the cars problems persisted. The car stalled again on the road at 1 AM, while a homeless man helped me move it out the way. God forbid, I was struck by another car while trying to move it or the man decided to attack me, it would have been the fault of this service department. Its gross negligence at this point. I filed a complaint with service manager ****** ******. During a fourth visit, ****** dismissed the situation, suggesting expensive procedures without clear solutions and refusing to address the additional issues at no cost, despite admitting to the errors. Frustrated, I decided to leave, while stuck paying a $3,000 bill, and still needing to **** daily for work due to ongoing status of the car. The experience left me deeply dissatisfied with the service. I just wanted my car to be fixed.

  Business Response

  Date: 01/17/2025

  Owner brought in this vehicle on 11/08/2024 for 3 items to be checked, #1. "When turning steering wheel a warning light on dash illuminates" #2. "Vehicle has a coolant leak and is overheating" #3 " Anti-Theft Factory Recall" - This vehicle has over ****** miles and is almost 8 years in age. For item #1 the diagnosis made was unfortunately an expensive electronic control unit which had an internal failure, item#2 was a leak from the heater pipe which was leaking and had to be replaced, and finally #3 was the recall for an updated computer program for theft control system. All of the items which we performed repair to had the faults repaired and continue to operate properly and that was the total of the repairs completed to the vehicle. The fault the owner now has no relationship to the repairs performed and unfortunately caused the vehicle to stall out. When he returned we looked at the vehicle and the stalling was not occurring, however the oil was very low and could easily be the cause of the stalling as the code present in the diagnostic system indicated a history code of a Camshaft Position correlation Error for both the Camshaft and Crankshaft which means the engine timing and spark timing were out of sync at the time of the stalling, but as it was a history code it was intermittent, so we suggested the oil change may help this as low oil pressure at the *** can cause a momentary stalling condition, but after cycling the key it will reset until it see a fault again, that's why its a history code, there was also a code for the  manifold pressure which would be triggered by a stall. I had our service manager call the owner and offer at no charge to recheck the vehicle under his supervisor and see whether we could save him some of the cost of this new repair. Please tell the owner to bring in the car and we will recheck it at no charge and see what we can do to help him as he just spent quite allot of money fixing other faults and that are in no way related to the coolant leak or steering which were repaired properly. Please let us know if he wishes to let us check these new problems, and if so, come in a see the service manager ****** directly, or the Service Director ***** can also be a further source of help. 

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22818271
  
  I am rejecting this response because this business simply refuses to accept responsibility. They claim the fault the owner now has no relationship to the repairs performed and unfortunately caused the vehicle to stall out. which the vehicle did not begin to stall until after my first service. It is unlikely not a coincidence, since my vehicle never suffered from stalling issues before. They continue to address me as he, which they knowingly knew me as a woman. They have yet to explain why the oil levels werent checked during my first diagnostic and why the vehicle was able to leave the property without them test driving it after the oil change that was PROMISED to fix my vehicle. Even after all the faults, their response continued to be a let down. If my vehicle is brought in, Im still going to charged for additional service on an issue they caused.

  
  Sincerely,
  
  ********* ****-******

  Business Response

  Date: 02/03/2025

  The owner has not responded by bringing in the vehicle for us to reinspect and see if we can help them with the additional costs to repair the vehicle. I explained in the original response that we repaired what the vehicle was brought in to our shop to repair, the vehicle is an 8 year old vehicle that some other component has failed and is not due to the original repair, but could have been caused when the vehicle was driven in an overheating condition prior to his original visit to our facility. Once again we have offered to reinspect it at no charge and advise the owner of any way they could save the expense to repair this new problem. Until this is done there is nothing further we can do.

  Owner brought in this vehicle on 11/08/2024 for 3 items to be checked, #1. "When turning steering wheel a warning light on dash illuminates" #2. "Vehicle has a coolant leak and is overheating" #3 " Anti-Theft Factory Recall" - This vehicle has over ****** miles and is almost 8 years in age. For item #1 the diagnosis made was unfortunately an expensive electronic control unit which had an internal failure, item#2 was a leak from the heater pipe which was leaking and had to be replaced, and finally #3 was the recall for an updated computer program for theft control system. All of the items which we performed repair to had the faults repaired and continue to operate properly and that was the total of the repairs completed to the vehicle. The fault the owner now has no relationship to the repairs performed and unfortunately caused the vehicle to stall out. When he returned we looked at the vehicle and the stalling was not occurring, however the oil was very low and could easily be the cause of the stalling as the code present in the diagnostic system indicated a history code of a Camshaft Position correlation Error for both the Camshaft and Crankshaft which means the engine timing and spark timing were out of sync at the time of the stalling, but as it was a history code it was intermittent, so we suggested the oil change may help this as low oil pressure at the *** can cause a momentary stalling condition, but after cycling the key it will reset until it see a fault again, that's why its a history code, there was also a code for the  manifold pressure which would be triggered by a stall. I had our service manager call the owner and offer at no charge to recheck the vehicle under his supervisor and see whether we could save him some of the cost of this new repair. Please tell the owner to bring in the car and we will recheck it at no charge and see what we can do to help him as he just spent quite allot of money fixing other faults and that are in no way related to the coolant leak or steering which were repaired properly. Please let us know if he wishes to let us check these new problems, and if so, come in a see the service manager ****** directly, or the Service Director ***** can also be a further source of help.  

   

• Initial Complaint

  Date:01/15/2025

  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.

  Worst car buying experience ever! Inquired online about a used 2023 ******* G90 they had (I live 250 miles away from them) and over a few days dealt with ***, ******* ***** and *********. Never sure who my salesman was or who to negotiate with. Also, despite their ads and phone recordings claiming the sale could be completed online and car would be delivered to me, they refused to do that and forced me to drive 4 hours to buy/pick up the car. ********* was ultimately my salesman and I asked him specifically to check the car out carefully BEFORE I agreed to the purchase. Asked him to look for any nicks, chips, scrapes, dings in the paint job and he assured me in writing (texting) there were none. (Car is only 2 years old with ****** miles on it.) He also assured me all owners manuals were there-- but they weren't and I still have none. I saw there was no trunk cargo net and he threw a new one in that I later discovered does not fit. Purchased on Dec. 8, got the car home and first noticed the front tires were very worn (seems impossible in ****** miles!!) and then noticed the left rear bumper has been hit, scraped, and sort of touched up. Took photos of damaged rear and tires, sent them to **** ***** *********, and deal closer Andrii and asked for help. How can we work something out? From Tuesday (Dec. 10) through Saturday (Dec.14), got some questions, but basically NO MEANINGFUL RESPONSE. So I have a $71,000 car and I may be stuck paying for getting the body work done (local ******* body shop written estimate is $2300) and buying two new front tires (local ******* dealer price is $958). I have sent numerous photos plus the above estimates to Rick Case Hyundai (still no response) and I have also filed a complaint with ******* ******** ******* (Case #*********, and although they communicate they are "working" on my problem, so far no progress. I AM NOT HAPPY!

  Business Response

  Date: 01/15/2025

  good afternoon MR. ********,

  thank you for your feedback we always appreciate the opportunity to improve our sales process. However, the salesman Christian provided pictures and videos of the vehicle prior to your 4-hour drive down to see the car in person and further inspect it. 

  the deal was done after videos were taken, a test drive and an in-person inspection of the vehicle and was deemed acceptable prior to you 4-hour dive home no request for repairs was made or negotiated as part of your deal. 

  regarding the tires our service team checks and inspects every pre-owned car sold and the tires at the time of delivery passed safety requirements. 

  thank you for your business. 

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22813803
  
  I am rejecting this response because:  The salesman Christian had assured me IN WRITING that there were no flaws in the paint and therefore I did not inspect the vehicle THOROUGHLY.  And the damage is down low in the rear and Christian had to have seen it when he installed the temporary license plate.  The tires COULD NOT have been inspected because the worn-down front tires had low pressure (the warning light came on during the drive home) and I also discovered that the valve caps were so corroded that clearly NO ONE had checked the tire pressure.  I had to take the car to a local tire dealer to have the valve caps removed and one valve had to be replaced.  ********* also assured me all owners manuals were there-- but some were and the most important one was not.  He did provide a trunk cargo net, but it was the wrong one and does not fit (I'll be happy to return it when I get the right one.)

  I have not attached any photos as they exceed 8MB and **** Case has numerous photos of the damage and the tires as well as repair estimates from my local ******* dealer.
  Sincerely,
  
  ******* ********

  Business Response

  Date: 01/16/2025

  good afternoon MR. ********,
  thank you for your feedback we always appreciate the opportunity to improve our sales process. However, the salesman Christian provided pictures and videos of the vehicle prior to your 4-hour drive down to see the car in person and further inspect it. 
  the deal was done after videos were taken, a test drive and an in-person inspection of the vehicle and was deemed acceptable prior to you 4-hour dive home no request for repairs was made or negotiated as part of your deal. 
  regarding the tires our service team checks and inspects every pre-owned car sold and the tires at the time of delivery passed safety requirements. 
  

  we will have an owner's manual ordered and mailed to you. 

  thank you for your business. 

  
  

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22813803
  
  I am rejecting this response because:  NONE of the BRIEF video or online pictures showed the rear end of the car so the damage was not visible and deliberately omitted from my view before I got there.  And I guess I could have gotten down on the ground to THOROUGHLY inspect every square inch of the car, but since it was a two-year old vehicle that cost $100,000 new and now had only ****** miles on it and since my salesman told me IN WRITING that it was flawless, I accepted his word.  I should have known better than to believe a used car salesman, but since this was a ******* G90 and ******* dealers usually have more integrity than other car salesman (this is my second G90), I believed him.  As far as the tires are concerned, you probably shouldn't have much faith in your "safety inspection", because that "inspection" didn't even include checking the tire pressure since the LOW PRESSURE WARNING came on during the drive home and the valve caps were corroded on.  But I do appreciate the complete 676 **** Owners Manual and look forward to getting it.  Will you be sending a trunk cargo net as well? And how do you plan on resolving the $2300 repair needed on the damaged rear?
  (If you want more photos that actually show the rear damage and the worn-out front tires, those are available from three people I sent them to at **** Case).
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 01/30/2025

  Below is a statement sent to you (BBB) from **** Case  (see the correspondence from this case)-- but their General Manager is now REFUSING to provide this manual (nor ANY relief whatsoever-- unless I want to buy a brand new ******* from them AT LIST PRICE!!!)
  

  "we will have an owner's manual ordered and mailed to you"

  HELP!  Thank you.
  

  Business Response

  Date: 02/10/2025

  thank you for your feedback we always appreciate the opportunity to improve our sales process. However, the salesman Christian provided pictures and videos of the vehicle prior to your 4-hour drive down to see the car in person and further inspect it. 
  the deal was done after videos were taken, a test drive and an in-person inspection of the vehicle and was deemed acceptable prior to you 4-hour dive home no request for repairs was made or negotiated as part of your deal. 
  regarding the tires our service team checks and inspects every pre-owned car sold and the tires at the time of delivery passed safety requirements. 
  
  we will have an owner's manual ordered and mailed to you. 
  thank you for your business. 

  Customer Answer

  Date: 02/10/2025

  **** Case Response: " we will have an owner's manual ordered and mailed to you."
  My response:  When will I get this Manual?

  Business Response

  Date: 02/11/2025

  *** tracking# 1Z87F55A0296788757

  Customer Answer

  Date: 02/12/2025

  I did receive an Owner's Manual-- but my car is a 2023 Genesis **** AND THE MANUAL THEY SENT WAS FOR A 2024 G90.  I'm sure most of the manual is similar-- BUT are they the same?  I don't know.  What shall I do now?

  Customer Answer

  Date: 02/12/2025

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

  Business Response

  Date: 02/13/2025

  yes, they are the same