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:07/02/2025

  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.

  Our visit started strong. We drove over 30 minutes to test drive a Palisade and were greeted by a friendly, knowledgeable sales associate. He answered our questions, walked us through everything, and made us feel like valued customers.Then came *** Constantinouthe Internet Sales Manager. He joined the conversation with a smug attitude, dismissing our budget range with, Then this isnt the right car for you. No negotiation, no explanation, just instant dismissal. We had a trade-in, cash on hand, and a realistic budgetbut he wasnt interested in working with us.They kept our keys for over an hour during the appraisal and refused to give us any numbers until *** returned. When he finally did, the trade-in offer was way below *** and previous quotes. Then somehow, a $38,500 car turned into $44,500with a supposed tax credit. The math made no sense, and he provided no ************ top it off, *** showed up in basketball shorts and a gym shirt. We thought he was another customercertainly not a manager. The rest of the staff looked professional. He didnt.His attitude was demeaning and condescending. We left, frustrated and insulted. We wanted that car. We were ready to buy. Instead, we walked out and bought a Telluride elsewherewhere we were treated with ********** yourself a favor: if you go to Centennial Hyundai, avoid *** at all costs. He doesnt deserve your time, and he definitely doesnt deserve your business.

  Business Response

  Date: 07/14/2025

  Hello, 

  The dealership has confirmed they are in communication via email to assist with resolution.

  Thank you.

• Initial Complaint

  Date:05/05/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 March 2023, I dropped off my vehicle at the dealership for repairs. Shortly after, I received deployment orders and was stationed overseas. I remained in contact while the dealership waited on a specific part to complete the repair.While I was still overseas and without formal notice from the dealership, my vehicle was towed and later sold at auction. The dealership left it up to the tow company to contact me but failed to provide accurate or updated contact information. As a result, I was never informed or given the opportunity to recover my vehicle before it was sold.Under the Servicemembers Civil Relief Act (50 U.S.C. 3952), my vehicle was protected from repossession and sale without a court order due to my active-duty status. No court order was ever issued.Due to months of silence, my legal representative (with ************* of Attorney) traveled to ********* in October 2024 to visit the dealership in person. Mr. ***** ****** confirmed receipt of all supporting documents and said he would submit the matter to the legal team. Despite multiple follow-ups, no response or resolution was provided.I am currently in the area on Temporary Duty (TDY) and personally visited the dealership on April 30, 2025, in a final effort to resolve this in person. During that visit, a verbal settlement offer of $2,800 was madefar below the value of my loss.We are requesting $35,000 in reimbursement:$8,000 for the market value of the vehicle (prior to repairs)$4,000 in out-of-pocket costs while the vehicle was held $20,000 for a replacement vehicle after learning mine was unrecoverable $3,000 in travel expenses This complaint is submitted in good faith to seek fair resolution. If unresolved through BBB, I am prepared to pursue legal action.

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Purchased a Kona On 11/20, 2024. Traded in a 2008 ****** sienna for $2500 & put $3500 down. I was assured SEVERAL times that vehicle had a piece of safety that I INSISTED on. 4 days later after checking the owner manual my car looked different In regards to that equipment. I was asked to brothe car back the next day & assured they would fix this problem. Took the car in on Monday, November 25 after putting ONLY 75 miles on the car. I did my research @ knew that the **** only offers that feature on more advanced models of that car None of which they had on the lot at that time. I Was told that my van I traded in was no longer on the lot. I knew at that point that I was going to have to get a different car. After getting 4 different stories About special discounts given to me on the 2nd car told I was not getting my down payment/trade-in back. I was TOTALLY MISLED the second I started shopping on day one in November. They sold me a car that was missing the ONE piece of equipment I INSISTED I must have after assuring me SEVERAL times it was on that car. I would have bought the upgraded model from day 2 had I just been dealt with honestly. I left there without my $6000 being able to be applied to the 2nd car. I was not even offered winter discounts & financing deal. I WAS TOLD MY DISCOUNT & TRADE-IN STAYED WITH THE FIRST CAR.Ironically, a few days later, they put the Kona on the lot & listed it for nearly what I paid for it so they got to sell it for that price & keep my $6000 & I ended up having to pay more money & lost $6000. After raising my concerns on this issue to *******, he relented to give me $1000 in a check & pay $500 for the registration of the second vehicle. While that was appreciated Im still out $4500. I WAS LIED TO, MISLED AND CHEATED. Ironic thing is had they been honest with me on day one I wouldve obviously had to upgrade to a car like the Tucson anyway @ I wouldve gotten to use my trade-in and my $3500 cash And all would have been good

  Business Response

  Date: 01/08/2025

  Hello, 

  Please see below for the response from the dealership:

  
  I wanted to provide an update on the conversation I had with this customer. After discussing the details with her, she agreed to proceed with $562 for the 1st year registration and the $1,000 cashback offer. However, a few days later, she reached out with same concerns and asking for more concessions. At this stage, we have made it clear that we will not be able to offer anything further. The customer has understood and acknowledged the terms of the two cars and deals we initially discussed.

  Customer Answer

  Date: 01/09/2025

  Good morning *******,
  I know that is online however offers can not be combined and with all the discounts applied to your car deal cash back plus reg I can do anything more. I do hope you can understand where Im coming from. Also, the gift card is only for customer who buy on the 29th before noon 
  
  ******* Valenzuela | Centennial Hyundai | General Sales Manager
  Email:**********************************************************************
  Phone: [725] ********
  
  
  Book time to meet with me
  
  
  CAUTION: This is an EXTERNAL EMAIL
  Proceed with caution before opening any attachments or links.
  Stay alert, keep Lithia & Driveway secure!
  
  
  
  Good morning *******
  I want to thank you for your time and yesterday trying to solve a difficult situation. While Im not 100% satisfied I do appreciate your offering the best that you could do. That being said
  Because Ive been on your website often the last few days I was searching for something and your site came up. At the very top was an offer that you can see in the picture Ive included in this email. While I understand you could not come up with any more cash to make me 100% satisfied I was wondering if you could by chance mail me one of those 1k ****** gift cards? In the small print, it does not say the first **************** anything it just says supplies are limited for those gift cards?  You said you could not do better in the cash department and I understand that. This would, make up what I was asking for and would be an easy way to make me 100% satisfied. Along with that would also come from me a glowing review without any mention whatsoever of any issues with your dealership or anyone there. That would also help make up a little bit for the extra monthly payment, having to go the lease route, higher registration, and added insurance over what the **** was going to cost me.  Monthly payment was a HUGE issue for me and those going up and definitely takes a bite out of my monthly budget.  The gift card would assure that I could continue to get birthday/Christmas gifts for my grandkids for the next couple of years, which would immensely help out my budget. Please give that some thought and let me know. I would highly appreciate it. I would be MOST grateful and that would make me 100% satisfied and I would count us even at that point.  
  Thanks
  Carolyn 
  
  
  
  On Nov 26, 2024, at 3:11?PM, ******* ********** <**********************************************************************> wrote:
  
  *******,
  Per our conversation I will be paying your 1st year reg, I will also be cutting a check back to you in the amount of $1000.00. All I need from you is the new insurance with the vin number to the Tucson and the old plate number that way we can transfer them over. Thank you again and sorry for all the miss understanding.
  
  ******* Valenzuela | Centennial Hyundai | General Sales Manager
  Email:**********************************************************************
  Phone: [725] ********
  <image001.png>
  <image002.png>
  
  Book time to meet with me
  

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22774626
  
  I am rejecting this response because:
  
  I have emailed correspondence from a mgr there that shows while I appreciated the offer they gave me, I was NOT 100% satisfied. I also even suggested another solution that wouldve not been a cost out of their pocket which they rejected. I did accept what little bit they did offer me that left approximately $4500 that I was not compensated for in their error that they made in the first vehicle. I am enclosing a brief copy of JUST SOME of the correspondence that clearly states I was not 100% satisfied with the offer that they gave me
  

  Good morning *******,
  I know that is online however offers can not be combined and with all the discounts applied to your car deal cash back plus reg I can do anything more. I do hope you can understand where Im coming from. Also, the gift card is only for customer who buy on the 29th before noon 
  
  ******* Valenzuela | Centennial Hyundai | General Sales Manager
  Email:**********************************************************************
  Phone: [725] ********
  
  
  Book time to meet with me
  
  
  CAUTION: This is an EXTERNAL EMAIL
  Proceed with caution before opening any attachments or links.
  Stay alert, keep Lithia & Driveway secure!
  
  
  
  Good morning *******
  I want to thank you for your time and yesterday trying to solve a difficult situation. While Im not 100% satisfied I do appreciate your offering the best that you could do. That being said
  Because Ive been on your website often the last few days I was searching for something and your site came up. At the very top was an offer that you can see in the picture Ive included in this email. While I understand you could not come up with any more cash to make me 100% satisfied I was wondering if you could by chance mail me one of those 1k ****** gift cards? In the small print, it does not say the first **************** anything it just says supplies are limited for those gift cards?  You said you could not do better in the cash department and I understand that. This would, make up what I was asking for and would be an easy way to make me 100% satisfied. Along with that would also come from me a glowing review without any mention whatsoever of any issues with your dealership or anyone there. That would also help make up a little bit for the extra monthly payment, having to go the lease route, higher registration, and added insurance over what the **** was going to cost me.  Monthly payment was a HUGE issue for me and those going up and definitely takes a bite out of my monthly budget.  The gift card would assure that I could continue to get birthday/Christmas gifts for my grandkids for the next couple of years, which would immensely help out my budget. Please give that some thought and let me know. I would highly appreciate it. I would be MOST grateful and that would make me 100% satisfied and I would count us even at that point.  
  Thanks
  Carolyn 
  
  
  
  On Nov 26, 2024, at 3:11?PM, ******* ********** <**********************************************************************> wrote:
  
  *******,
  Per our conversation I will be paying your 1st year reg, I will also be cutting a check back to you in the amount of $1000.00. All I need from you is the new insurance with the vin number to the Tucson and the old plate number that way we can transfer them over. Thank you again and sorry for all the miss understanding.
  
  ******* Valenzuela | Centennial Hyundai | General Sales Manager
  Email:**********************************************************************
  Phone: [725] ********
  <image001.png>
  <image002.png>
  
  Book time to meet with me
   
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 01/29/2025

  I was wondering what the current status of this complaint is. I have not heard anything in sometime and just wondering where we stand at this point. I have been in contact with the Hyundai corporation and have given them all the information and after several back-and-forth, according to them, the dealership is still not willing to bend or give me any further compensation. I was lied to, deceived, and they misrepresented the product. They sold me in the beginning, which is basically fraud and they did so in order to get me to sign the contract which of course I did. I admit I signed the contract, but I was misled lied to and , there has to be some repercussions for that. The fact that they did admit some responsibility by giving me $1000 and paying the registration on the second car clearly shows that they feel they were in the wrong and I fully expect to be compensated for the rest of that. 

• Initial Complaint

  Date:11/30/2024

  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.

  This issue has to do with deceptive or misleading advertising by the Centennial Hyundai car dealership. An advertisement on their official website **************************************** and the same vehicle advertised on ************ in the marketplace section. The ******** marketplace advertisement of the vehicle was not actually posted by the centennial Hyundai dealership itself. However it was done by one of their employees, on their property with their knowledge. The discrepancy is the listed or advertised price being drastically different between the two. The difference in the advertised price between the two is approximately $2000. This business practice is very misleading and deceptive to the consumer and is done in bad faith. This type of misleading information is bad for the consumer and should be stopped immediately. My next steps if my issues are not resolved by the business are to contact their corporate office at Lithia Motors and to file a complaint with the ************************.

  Business Response

  Date: 12/03/2024

  Hello,

  The dealership has reached out to customer regarding his concern.

  Thank you.

  Sofia Nadow | Customer Relations | Legal
  Email: ***********************************************************************************************************
  
  Earn Customers for Life. Improve Constantly.Take Personal Ownership. Have Fun!

• Initial Complaint

  Date:10/22/2024

  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 had purchased a vehicle a year and a half ago from Hyundai in Centennial the last six months that Ive had this vehicle Ive had the check engine light turned on due to multiple recalls on the vehicle. I was unaware when purchased the vehicle the salesman and the management never told us anything about any recalls or any issues for the vehicle. They had kept the car for two days prior to us, picking up the vehicle to do annual inspections and to clean up the vehicle we picked it up, went over the documents. There was no document stating that there was outstanding recalls from back to 2014 until 2018 They are refusing to help fix the recalls and are pushing me off to another dealership which the other dealership states that they will not receive the parts for the recalls for another 8 to ********************************************************************************************************************************************************************** regards to getting an extension and they told me I was only able to get a 10 day extension which that is not as much time as we need, if theres telling us that it is gonna take 8 to 12 months for them to get the parts to fix the recalls

  Business Response

  Date: 10/24/2024

  Please see the attached response from the dealership:

  The vehicle is question (below) looks to be a 2015 Dodge Journey,  We cannot do recalls on Dodge vehicle, and we have no way of getting ***** parts for recalls. This must be done at a ***** Dealership.
  
      When reviewing Car Fax,  it does show for owner to call ************** for recall information. I would also believe that this may be a newer recall that was after the sale of vehicle. Lastly is does the recall related to the check engine light?  If it does and ***** cannot get parts,  A dodge Dealer may be obligated to put customer is rental or loaner.  I know Hyundai would if it was a Hyundai vehicle,  But only if it was related to check engine light or safety concerns. . Thank you.

  Customer Answer

  Date: 10/25/2024

  These recalls are from back from 2015- 2018 I just purchased the vehicle a year ago and was unaware of these recalls or issues with the vehicle I have contacted 1800 number for dodge and they state where I bought the vehicle from is where it needs to be fixed you guys should of sent it out before ****** us a car that had 6 plus recalls its not my fault your team cant make the right decision and try to sale a family with kids a car that has multiple issues due to recalls they are refusing to help fix my vehicle and I cant wait so you guys need to take action for your mistake and make it right because I have already contacted my lawyer for this issues 

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22459181
  
  I am rejecting this response because:

  These recalls are from back from 2015- 2018 I just purchased the vehicle a year ago and was unaware of these recalls or issues with the vehicle I have contacted 1800 number for dodge and they state where I bought the vehicle from is where it needs to be fixed you guys should of sent it out before ****** us a car that had 6 plus recalls its not my fault your team cant make the right decision and try to sale a family with kids a car that has multiple issues due to recalls they are refusing to help fix my vehicle and I cant wait so you guys need to take action for your mistake and make it right because I have already contacted my lawyer for this issues 

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

  Business Response

  Date: 11/11/2024

  Here is a little bit of the information I can give on this customer. @***** ****** responded    The vehicle is question (below) looks to be a 2015 Dodge Journey,  We cannot do recalls on Dodge vehicle, and we have no way of getting ***** parts for recalls. This must be done at a ***** Dealership.
  
      When reviewing Car Fax,  it does show for owner to call ************** for recall information. I would also believe that this may be a newer recall that was after the sale of vehicle. Lastly is does the recall related to the check engine light?  If it does and ***** cannot get parts,  A dodge Dealer may be obligated to put customer is rental or loaner.  I know Hyundai would if it was a Hyundai vehicle,  But only if it was related to check engine light or safety concerns.   Please also see the attached email thread from one of my managers to **** and ***** at Jeep only. They have called and have spoken to the customer. please let me know what else you need from me. Thank you, team,
  
  
  ******* Valenzuela | Centennial Hyundai | General Sales Manager

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On my initial visit to Centennial Hyundai, I paid $230 for what was promised to be a full, extensive diagnostic of my Hyundai. Despite this, the problem with my vehicle was not fixed. I returned to their service department on August 2nd to address the unresolved issue. I was quoted $300 for a thermostat repair by the service manager; however, when I spoke with ******* *****, I was informed that the initial price had been discounted with the assumption that I would proceed with additional repairs. Because I opted out of these repairs, the price was raised by $150. Not only was this unexpected price increase unfair, but I also find it unacceptable that my vehicle was kept for over a month without a solution being provided. The problem remains unresolved, and I feel that I have not received the level of service I was promised or paid for.Given these circumstances, I am requesting a full refund of the diagnostic fee paid. I hope to hear back from you soon with a resolution to this matter.

  Business Response

  Date: 09/09/2024

  Hello,

  Dealership has reached out to the customer and they have resolved her concern.

  Thank you.

  ***** *****

  Sofia Nadow | Customer Relations | Legal
  Email: ***********************************************************************************************************
  
    
  Earn Customers for Life. Improve Constantly.Take Personal Ownership. Have Fun!

• Initial Complaint

  Date:09/05/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  Purchased a 2013 **** Mustang from the dealership on 12/24/2022. Purchase process was rushed and did not fully disclose all information about the vehicle. Found out more undisclosed information about the vehicle after attempting to trade the vehicle into the same dealer it was purchased from. The sales *** attempted to claim that we rolled back the odometer and stated that the vehicle was involved in an accident. This information was not disclosed during the initial purchase process. They had my wife sign off on a form stating that they disclosed all information about the vehicle. During the purchase they stated that the carfax was a clean carfax and never provided the the proper information.

  Business Response

  Date: 09/11/2024

  Hello,

  Dealership is reporting that the customer signed all required documents. 

  Thank you.

  ***** *****

  Sofia Nadow | Customer Relations | Legal
  Email: ***********************************************************************************************************
  
    
  Earn Customers for Life. Improve Constantly.Take Personal Ownership. Have Fun!

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22244883
  
  I am rejecting this response because:
  
  this information was not provided until a few weeks ago in writing. During the final sales process of the purchase, no documents were provided and was only verbally told that the carfax was clean and to please sign on the bottom. Secondly the price is a classic bait and switch excessive fees were applied for nothing.
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 09/21/2024

  Have not received any further communication from the company even after they were supposed to contact me. They are avoiding this issue and not responding.

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 pre-owned 2023 Hyundai Elantra Hybrid on 5/23/2024. I was told by the salesman that the car went through a required 173 point checklist to check for any issues. At the time of purchase, there were several small spots on the windshield of the car that at the time I assumed were from bugs, birds etc. Also the clock inside the vehicle was 1 hour behind and there was assorted paperwork still in the glove compartment from the previous owner. The mileage was *****. I drove the car home (10 miles) and there it sat under protective cover until Monday June 3, when I returned to the dealer to pickup registration paperwork. At the time the salesman said to me to contact him if I have any issues. On Tuesday, June 4th when I went to fill the tank up with gas, i went to clean the windshield at which time I noticed that two of the spots that I had seen at the dealership were actually nicks in the glass. I immediately texted the salesman to tell him about this. I did not receive a response. I called the dealership on Wednesday, June 5th to speak to him and I was told he was with a customer and to leave a message a voicemail for him. Again, I did not receive a response. I sent another text on Thursday telling him I would go to his boss if he didnt respond and this time he did stating he was sorry but he had a family emergency He called and told me too much time had passed and they would not repair the windshield. I then spoke to his manager who asked for a picture of the spots. He said that was inconclusive so i said I would bring the car back to the dealership for him to view it, which was on Tuesday, June 11th. He then proceeded to say he would not repair the windshield because I shouldve reported it within 24 hours. I said I only realized there was damage after that. I have a pic of the odometer showing the only driving was done to the dealership prior to me noticing the damage. I want the windshield replaced as they failed to do the inspection as told to me.

  Business Response

  Date: 06/18/2024

  Dealership is reporting that they are working towards a resolution for this customer's concern.

  Customer Answer

  Date: 07/02/2024

  I am still waiting for the windshield to be replaced. I was told several weeks ago that the new windshield was ordered but have not heard back yet. I have tried calling several times but have not been given a date yet. So the complaint is still pending 

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 noticed as I was driving ***** mph in a certain area the speed drops down instantly to 55 mph, my foot will be completely down on the gas it will it budge and unable to hold even the speed limit.  Also sputtering as it attempted to climb the hill. Once the grade changes it will resume back to normal. The car behind me almost slammed in to me because of the rapid decrease in speed, having the vehicle on cruise control also did the same thing.  The check engine light had also came on.  
  On April 19, 2024, I made an appointment with the dealership, *************************** was my service advisor. I explained to him the situation, he told me the car would have to stay, they were really busy and probably not be able to look at the vehicle until the following Tuesday, April 23, I was not provided a loaner vehicle.  On the 23rd ****** text me 
  
  Good morning, **********************. This is ****** with Hyundai. We got your vehicle diagnosed. The reason why your car is sputtering and has a light is because the high pressure fuel pump went out. I checked for warranty coverage and it was only good until ****** miles. It needs to get replaced, otherwise your car can completely stall out while driving. I will send over an estimate for the repairs shortly.
  
  I will attach the estimate for your review and heres the video the sent me ****************************************
  $2744.
  
  I approved the repairs and my car was not completed until April 25, 2024. ****** was not available but the advisor next to him collected payment and sent me on my way. On the way back home, again the same issue the vehicle dropped speed rapidly and the car behind me swerved out of the way almost hitting the car to the left. I text ****** immediately, he called me back and I explained I have the same issue. He told me they are busy and would not be able to get to my vehicle until the following Tuesday, we are at April 30, 2024 now. ****** was very apologetic and offered a rental car,  I took him up on the offer. Again, I told him were I was experiencing the issue so he can relay it to the technician.  
  
  I will attached our text conversation, to sum it up the second visit my car was there from 4/30/24 and was not ready until 5/14/24 doing numerous diagnostic and waiting for the engineers from Hyundai to get back the the service department, per ******. I also had to pay an additional $351 for more services they recommended. 
  
  Text from ****** service advisor 
  
  5/1/24
  Hello, I just wanted to follow up again. We took it on a second drive and it felt fine. I'm going to have the techs look into the engine because the shop ******* and manager did mention that these cars are prone to heavy carbon build up that can clog the engine.
   5/2/24 text from ******
  Good morning. I wanted to give you another update. The technician inspected the engine and there is a lot of carbon buildup clogging your engine and turbo. I got with the shop ******* and my service manager and, based on the condition of the engine and the mileage of your car, it is highly advised to perform an induction service to the fuel system and to replace the *** valve of your car to clean out the carbon and prevent further clogging.
  
  $620 to get both done, but since you were just here, I can drop it to $450
  
  5/3 text from ******
  Hello, again. I wanted to give you an update. I had management and the tech take a look at the catalyst system in your car and everything appears fine. They took it on another road test and couldn't duplicate your concern this time. The technician is reporting all of that to the engineers to see what is the next step in trying to fix your car.
  
  Hello, again. We got with the engineers and they said that you need to perform the fuel cleaning service due to excessive carbon build up causing blockages in the turbo and engine, and you need an air filter. The one that's in your car is not a Hyundai genuine part, and it is critically restricting air flow due to the material it is made of. By getting this done, your car can breathe freely and not hesitate when accelerating.
  
  We cannot make that guarantee because your car is nearly at ******* miles. We are going based off what the engineers are suggesting based on their analysis from the data we recorded when driving your car. What we do know is that the air filter is restricting your car from getting airflow and there is excess carbon build up that is plugging up your engine. I understand from your point of view that it feels like you're taking a chance and that you don't want to spend more money. We aren't trying to sell you services just to sell. We are going based off an engineer's educated advice
  
  
  I picked up my car on May 14, 2024, my car sat at my daughter house because I had to leave out of town. On May 17, 2024 I drove my car home and have the same issue. Notified ******, yet again. 
  
  My text message 
  
  ******, my vehicle has the same issue as when I initially brought it in, I have paid close to $3000 for this issue and been more than patient with you all. You all were quick on selling me services that did not rectify the situation, I was stuck on the hill yesterday and my car dropped down to 55 and almost caused an accident. This is completely unacceptable!!!!!!! I want the manager and district manager name and information, I requesting my money to be refunded to me since the problem still exists from when I initially brought it in. Absolutely insane how y'all live with yourself selling people service that are not required. I will be taking this to the better business bureau and other social media platforms . Please have some from upper management call me today or provide me with their information. 
  
  At this time I also sent a video of it happening and sent it to ******. Didnt hear back from ******. I followed up with ***** the service manager on Monday, May 20.  He stated if I was able to duplicate the issue for the technician, I told him I can provide the Mile markers at the area I am experiencing the issue, he said absolutely bring your car in, I asked if the car would have to stay because I need a car he stated I dont qualify but under the circumstances he would loan me a vehicle. I went back to the dealership on Tuesday, May 21, I did my due diligence and provided all the information ***** needed so they can finally repair my initial issue.  
  
  I had the loaner vehicle unfortunately, when I was driving a truck in front of me kicked up a rock and chipped the windshield, the crack spread but I notified the young lady that signed me out the loaner car. She stated she would have to call me back once she speaks to management. About 10 minutes later I get a call from ***** the service manager stating they dont have time or manpower to further look into my car. They have dedicated enough manpower and rental car, theyve tried, They are expecting a engineer from ***** with another car they cant fix to take a look at my vehicle and they may be able to have him look at my car but he doesnt even know if the engineer will show up, other than that I would have to wait Of course, I was frustrated in tears and just had to hang up. Again, ***** called back and stated he was just advised about the loaner vehicle, demanded I bring back the car, stated he called my insurance and I owe the dealership my deductible of $500.  Very frustrating he doesnt have time to fix my initial repair but took satisfaction to call me about the additional $500. The windshield damage happen on my watch so of course I would take full accountability and do the ETHICAL thing. I already called insurance and opened a claim Progressive 
  
  
  So here I sit, owning people I had to borrow from for the repairs and still have the same issue I initially brought my car in for.  I just recently lost my job so money is tight for me, everyday is a struggle. I would have just bought another vehicle for the amount of money I have paid.  This location is where Ive bought my last three Hyundais, I have been a Hyundai owner for many years all my family theyre beautiful cars but to deal with unethical people in service, sometimes you have to let go of what you love.  Im not too sure where to go from here and at this point, Im not even sure if I trust my car to go back to there.  

  Customer Answer

  Date: 06/05/2024

  I noticed as I was driving ***** mph in a certain area the speed drops down instantly to 55 mph, my foot will be completely down on the gas it will it budge and unable to hold even the speed limit.  Also sputtering as it attempted to climb the hill. Once the grade changes it will resume back to normal. The car behind me almost slammed in to me because of the rapid decrease in speed, having the vehicle on cruise control also did the same thing.  The check engine light had also came on.  
  On April 19, 2024, I made an appointment with the dealership, *************************** was my service advisor. I explained to him the situation, he told me the car would have to stay, they were really busy and probably not be able to look at the vehicle until the following Tuesday, April 23, I was not provided a loaner vehicle.  On the 23rd ****** text me 
  
  Good morning, **********************. This is ****** with Hyundai. We got your vehicle diagnosed. The reason why your car is sputtering and has a light is because the high pressure fuel pump went out. I checked for warranty coverage and it was only good until ****** miles. It needs to get replaced, otherwise your car can completely stall out while driving. I will send over an estimate for the repairs shortly.
  
  I will attach the estimate for your review and heres the video the sent me ****************************************
  $2744.
  
  I approved the repairs and my car was not completed until April 25, 2024. ****** was not available but the advisor next to him collected payment and sent me on my way. On the way back home, again the same issue the vehicle dropped speed rapidly and the car behind me swerved out of the way almost hitting the car to the left. I text ****** immediately, he called me back and I explained I have the same issue. He told me they are busy and would not be able to get to my vehicle until the following Tuesday, we are at April 30, 2024 now. ****** was very apologetic and offered a rental car,  I took him up on the offer. Again, I told him were I was experiencing the issue so he can relay it to the technician.  
  
  I will attached our text conversation, to sum it up the second visit my car was there from 4/30/24 and was not ready until 5/14/24 doing numerous diagnostic and waiting for the engineers from Hyundai to get back the the service department, per ******. I also had to pay an additional $351 for more services they recommended. 
  
  Text from ****** service advisor 
  
  5/1/24
  Hello, I just wanted to follow up again. We took it on a second drive and it felt fine. I'm going to have the techs look into the engine because the shop ******* and manager did mention that these cars are prone to heavy carbon build up that can clog the engine.
   5/2/24 text from ******
  Good morning. I wanted to give you another update. The technician inspected the engine and there is a lot of carbon buildup clogging your engine and turbo. I got with the shop ******* and my service manager and, based on the condition of the engine and the mileage of your car, it is highly advised to perform an induction service to the fuel system and to replace the *** valve of your car to clean out the carbon and prevent further clogging.
  
  $620 to get both done, but since you were just here, I can drop it to $450
  
  5/3 text from ******
  Hello, again. I wanted to give you an update. I had management and the tech take a look at the catalyst system in your car and everything appears fine. They took it on another road test and couldn't duplicate your concern this time. The technician is reporting all of that to the engineers to see what is the next step in trying to fix your car.
  
  Hello, again. We got with the engineers and they said that you need to perform the fuel cleaning service due to excessive carbon build up causing blockages in the turbo and engine, and you need an air filter. The one that's in your car is not a Hyundai genuine part, and it is critically restricting air flow due to the material it is made of. By getting this done, your car can breathe freely and not hesitate when accelerating.
  
  We cannot make that guarantee because your car is nearly at ******* miles. We are going based off what the engineers are suggesting based on their analysis from the data we recorded when driving your car. What we do know is that the air filter is restricting your car from getting airflow and there is excess carbon build up that is plugging up your engine. I understand from your point of view that it feels like you're taking a chance and that you don't want to spend more money. We aren't trying to sell you services just to sell. We are going based off an engineer's educated advice
  
  
  I picked up my car on May 14, 2024, my car sat at my daughter house because I had to leave out of town. On May 17, 2024 I drove my car home and have the same issue. Notified ******, yet again. 
  
  My text message 
  
  ******, my vehicle has the same issue as when I initially brought it in, I have paid close to $3000 for this issue and been more than patient with you all. You all were quick on selling me services that did not rectify the situation, I was stuck on the hill yesterday and my car dropped down to 55 and almost caused an accident. This is completely unacceptable!!!!!!! I want the manager and district manager name and information, I requesting my money to be refunded to me since the problem still exists from when I initially brought it in. Absolutely insane how y'all live with yourself selling people service that are not required. I will be taking this to the better business bureau and other social media platforms . Please have some from upper management call me today or provide me with their information. 
  
  At this time I also sent a video of it happening and sent it to ******. Didnt hear back from ******. I followed up with ***** the service manager on Monday, May 20.  He stated if I was able to duplicate the issue for the technician, I told him I can provide the Mile markers at the area I am experiencing the issue, he said absolutely bring your car in, I asked if the car would have to stay because I need a car he stated I dont qualify but under the circumstances he would loan me a vehicle. I went back to the dealership on Tuesday, May 21, I did my due diligence and provided all the information ***** needed so they can finally repair my initial issue.  
  
  I had the loaner vehicle unfortunately, when I was driving a truck in front of me kicked up a rock and chipped the windshield, the crack spread but I notified the young lady that signed me out the loaner car. She stated she would have to call me back once she speaks to management. About 10 minutes later I get a call from ***** the service manager stating they dont have time or manpower to further look into my car. They have dedicated enough manpower and rental car, theyve tried, They are expecting a engineer from ***** with another car they cant fix to take a look at my vehicle and they may be able to have him look at my car but he doesnt even know if the engineer will show up, other than that I would have to wait Of course, I was frustrated in tears and just had to hang up. Again, ***** called back and stated he was just advised about the loaner vehicle, demanded I bring back the car, stated he called my insurance and I owe the dealership my deductible of $500.  Very frustrating he doesnt have time to fix my initial repair but took satisfaction to call me about the additional $500. The windshield damage happen on my watch so of course I would take full accountability and do the ETHICAL thing. I already called insurance and opened a claim Progressive 
  
  
  So here I sit, owning people I had to borrow from for the repairs and still have the same issue I initially brought my car in for.  I just recently lost my job so money is tight for me, everyday is a struggle. I would have just bought another vehicle for the amount of money I have paid.  This location is where Ive bought my last three Hyundais, I have been a Hyundai owner for many years all my family theyre beautiful cars but to deal with unethical people in service, sometimes you have to let go of what you love.  Im not too sure where to go from here and at this point, Im not even sure if I trust my car to go back to there.  

  Customer Answer

  Date: 06/05/2024

  I noticed as I was driving ***** mph in a certain area the speed drops down instantly to 55 mph, my foot will be completely down on the gas it will it budge and unable to hold even the speed limit.  Also sputtering as it attempted to climb the hill. Once the grade changes it will resume back to normal. The car behind me almost slammed in to me because of the rapid decrease in speed, having the vehicle on cruise control also did the same thing.  The check engine light had also came on.  
  On April 19, 2024, I made an appointment with the dealership, *************************** was my service advisor. I explained to him the situation, he told me the car would have to stay, they were really busy and probably not be able to look at the vehicle until the following Tuesday, April 23, I was not provided a loaner vehicle.  On the 23rd ****** text me 
  
  Good morning, **********************. This is ****** with Hyundai. We got your vehicle diagnosed. The reason why your car is sputtering and has a light is because the high pressure fuel pump went out. I checked for warranty coverage and it was only good until ****** miles. It needs to get replaced, otherwise your car can completely stall out while driving. I will send over an estimate for the repairs shortly.
  
  I will attach the estimate for your review and heres the video the sent me ****************************************
  $2744.
  
  I approved the repairs and my car was not completed until April 25, 2024. ****** was not available but the advisor next to him collected payment and sent me on my way. On the way back home, again the same issue the vehicle dropped speed rapidly and the car behind me swerved out of the way almost hitting the car to the left. I text ****** immediately, he called me back and I explained I have the same issue. He told me they are busy and would not be able to get to my vehicle until the following Tuesday, we are at April 30, 2024 now. ****** was very apologetic and offered a rental car,  I took him up on the offer. Again, I told him were I was experiencing the issue so he can relay it to the technician.  
  
  I will attached our text conversation, to sum it up the second visit my car was there from 4/30/24 and was not ready until 5/14/24 doing numerous diagnostic and waiting for the engineers from Hyundai to get back the the service department, per ******. I also had to pay an additional $351 for more services they recommended. 
  
  Text from ****** service advisor 
  
  5/1/24
  Hello, I just wanted to follow up again. We took it on a second drive and it felt fine. I'm going to have the techs look into the engine because the shop ******* and manager did mention that these cars are prone to heavy carbon build up that can clog the engine.
   5/2/24 text from ******
  Good morning. I wanted to give you another update. The technician inspected the engine and there is a lot of carbon buildup clogging your engine and turbo. I got with the shop ******* and my service manager and, based on the condition of the engine and the mileage of your car, it is highly advised to perform an induction service to the fuel system and to replace the *** valve of your car to clean out the carbon and prevent further clogging.
  
  $620 to get both done, but since you were just here, I can drop it to $450
  
  5/3 text from ******
  Hello, again. I wanted to give you an update. I had management and the tech take a look at the catalyst system in your car and everything appears fine. They took it on another road test and couldn't duplicate your concern this time. The technician is reporting all of that to the engineers to see what is the next step in trying to fix your car.
  
  Hello, again. We got with the engineers and they said that you need to perform the fuel cleaning service due to excessive carbon build up causing blockages in the turbo and engine, and you need an air filter. The one that's in your car is not a Hyundai genuine part, and it is critically restricting air flow due to the material it is made of. By getting this done, your car can breathe freely and not hesitate when accelerating.
  
  We cannot make that guarantee because your car is nearly at ******* miles. We are going based off what the engineers are suggesting based on their analysis from the data we recorded when driving your car. What we do know is that the air filter is restricting your car from getting airflow and there is excess carbon build up that is plugging up your engine. I understand from your point of view that it feels like you're taking a chance and that you don't want to spend more money. We aren't trying to sell you services just to sell. We are going based off an engineer's educated advice
  
  
  I picked up my car on May 14, 2024, my car sat at my daughter house because I had to leave out of town. On May 17, 2024 I drove my car home and have the same issue. Notified ******, yet again. 
  
  My text message 
  
  ******, my vehicle has the same issue as when I initially brought it in, I have paid close to $3000 for this issue and been more than patient with you all. You all were quick on selling me services that did not rectify the situation, I was stuck on the hill yesterday and my car dropped down to 55 and almost caused an accident. This is completely unacceptable!!!!!!! I want the manager and district manager name and information, I requesting my money to be refunded to me since the problem still exists from when I initially brought it in. Absolutely insane how y'all live with yourself selling people service that are not required. I will be taking this to the better business bureau and other social media platforms . Please have some from upper management call me today or provide me with their information. 
  
  At this time I also sent a video of it happening and sent it to ******. Didnt hear back from ******. I followed up with ***** the service manager on Monday, May 20.  He stated if I was able to duplicate the issue for the technician, I told him I can provide the Mile markers at the area I am experiencing the issue, he said absolutely bring your car in, I asked if the car would have to stay because I need a car he stated I dont qualify but under the circumstances he would loan me a vehicle. I went back to the dealership on Tuesday, May 21, I did my due diligence and provided all the information ***** needed so they can finally repair my initial issue.  
  
  I had the loaner vehicle unfortunately, when I was driving a truck in front of me kicked up a rock and chipped the windshield, the crack spread but I notified the young lady that signed me out the loaner car. She stated she would have to call me back once she speaks to management. About 10 minutes later I get a call from ***** the service manager stating they dont have time or manpower to further look into my car. They have dedicated enough manpower and rental car, theyve tried, They are expecting a engineer from ***** with another car they cant fix to take a look at my vehicle and they may be able to have him look at my car but he doesnt even know if the engineer will show up, other than that I would have to wait Of course, I was frustrated in tears and just had to hang up. Again, ***** called back and stated he was just advised about the loaner vehicle, demanded I bring back the car, stated he called my insurance and I owe the dealership my deductible of $500.  Very frustrating he doesnt have time to fix my initial repair but took satisfaction to call me about the additional $500. The windshield damage happen on my watch so of course I would take full accountability and do the ETHICAL thing. I already called insurance and opened a claim Progressive 
  
  
  So here I sit, owning people I had to borrow from for the repairs and still have the same issue I initially brought my car in for.  I just recently lost my job so money is tight for me, everyday is a struggle. I would have just bought another vehicle for the amount of money I have paid.  This location is where Ive bought my last three Hyundais, I have been a Hyundai owner for many years all my family theyre beautiful cars but to deal with unethical people in service, sometimes you have to let go of what you love.  Im not too sure where to go from here and at this point, Im not even sure if I trust my car to go back to there.  

• Initial Complaint

  Date:05/23/2024

  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 May 4, 2024, I purchased a 2024 ******** from Centennial Hyundai. The sales person represented the vehicle as costing $42, 495 (as noted on the sticker) but charged me $46, 491 without any prior notice either verbally or in writing. I was not informed during the electronic signing that the figures on the Purchase order were not being displayed properly and that the laptop used during the transaction would revert to the signature boxes at the bottom of each page, making it impossible for me to see the charges. I strongly feel that the cost of the vehicle was misrepresented during this transaction. It wasn't until I was leaving the dealership that I was handed a thumb-drive and told that all of my information was contained on the drive. It wasn't until I returned home and viewed the drive that I realized I was charged $46, 491 instead of $42,495 and that I was additionally charged $499 for (Perma Plate) which was already included in the price of the vehicle (protection package). I was fortunate to have a computer and knowledge of thumb-drives. The slight of hand manipulation at signing is at least deceptive, and an unethical means to gain an advantage over customers, especially senior citizens. )

  Business Response

  Date: 06/07/2024

  Hello, 

  Customer has informed us that they have reached a resolution with the dealership.

  Thank you.

  ****************;| Customer Relations | Legal
  * Email: ******************************************************
  
    
  Earn Customers for Life. Improve Constantly.Take Personal Ownership. Have Fun!

  Customer Answer

  Date: 06/07/2024

   
  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,
  
  ***** *****