Complaints

This profile includes complaints for Wright Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wright Automotive Group

  11015 Perry Hwy Wexford, PA 15090-9302

• 

  Wright Automotive Group

  10520 Perry Hwy # 1067 Wexford, PA 15090-9719

• 

  Wright Automotive Group

  10539 Perry Highway Wexford, PA 15090

• 

  Wright Automotive Group

  10677 Perry Hwy Wexford, PA 15090-9248

• 

  Wright Collision Of Ambridge

  2516 Duss Ave Ambridge, PA 15003-1423

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: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.

  On May 21, 2025, I brought my ***** Blazer in for service to address a thumping noise that occurs when driving with the panoramic sunroof fully open. The service center replaced the sunroof dampening bar during this visit. However, upon picking up the vehicle, I immediately noticed the issue was not resolved. I promptly contacted the dealership to report the continuing problem. On June 3, 2025, following unrelated body work at the collision center, I returned to have the sunroof issue reexamined, along with a slow tire leak diagnosis and oil change. Initially, I was told that the sunroof was working as expected and that the issue could not be recreated. After repeated follow-ups, the service department was eventually able to duplicate the noise. However, I was then informed that the sound was just how the car is and advised to crack the window while drivingan unreasonable and dismissive suggestion. I have driven this vehicle for over five years and never experienced this issue until now. I also previously drove a Buick with the same panoramic sunroof design and did not encounter this problem. Following further communication attempts, I was accused of lying, told the vehicle was not defective, and informed that no additional work would be performed. I was advised to take the vehicle elsewhere. I did exactly that. At a different dealership, the issue was identified within less than one minutethe sunroof dampening bar was never attached on the passenger side, causing the noise. I have attached photo documentation. This improper installation has now led to an additional, new malfunction: the sunroof often fails to close properly, frequently retracting due to the dampening bar not lowering as designed. This was not an issue prior to the initial repair attempt. I have made numerous attempts to resolve this, including voicemails and messages left for: **** ****** **** ******* **** ****** *** Wright All were ignored. Additionally, during one conversation, **** ******* screamed at me, which was entirely inappropriate and distressing.

  Customer Answer

  Date: 07/02/2025

  ADDITIONAL INFORMATION:

   

  I am writing to provide additional information regarding my ongoing complaint filed against Wright GMC in Wexford, PA, involving unresolved issues with my ***** Blazer.
  
  Despite repeated attempts to have my vehicle properly repaired by Wright GMC, the issues remain unresolved. To further support my case, I have obtained an estimate from another certified *** dealership. This estimate indicates that the cost to repair the vehicle is approximately $2,000. I have attached a copy of this estimate for your records.
  
  In addition to the original concerns, new issues have now arisen specifically, water is leaking into the cabin through the sunroof, which appears to be related to the unresolved repairs. This has caused further damage and inconvenience, and I believe it highlights the urgency of resolving this matter fairly and promptly.
  
  My goal remains to reach a reasonable resolution, but I also feel it is important to provide this updated information to ensure a full and accurate understanding of the situation.
  
  Please let me know if you require any additional documentation or clarification.
  
  

• Initial Complaint

  Date:05/22/2025

  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.

  Booked an appointment for 5/19/25 at 0900. Appointment was for oil change, tire rotation, multi point inspection, and state inspection. On arrival I was told my car also had a recall on the computer system and this would be fixed as well. A service advisor came to speak to me and I was informed that my car did not pass state inspection- and in order to pass I would need front brakes, tires, and rotors- with a price tag over $1600. I was then charged for my failed state inspection and my oil change only as these were the services completed. The following day 5/20/25 I took my car to another mechanic shop. Where my car passed state inspection with no work.

  Business Response

  Date: 06/13/2025

  My apologies for the delayed response to you as we were working directly with the customer to address her concerns.  One of our managers spoke with Ms. ******** about her experience at the dealership and refunded her what she paid for the state inspection.  The refund check was mailed Ms. ******** on or about May 27, 2025.

• Initial Complaint

  Date:11/08/2024

  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.

  This car was delivered on January 13th 2024. The car was going into Limp mode. They (**** *******) said they could easily fix it by replacing the engine wiring harness which was 100% the problem after they looked at the car. After nearly $7,000 spent on the wiring harness and asking them what was taking so long (it had been months). They finally stated they were having a problem with software installation and were trying to contact ***** for the correct software to work with the engine harness. After a few more months **** spoke with us telling us the car drove and was fixed. They put 70 miles on the car. We paid for transport their and back, having finally received the vehicle back on August 20th 2024. The car was UNDRIVABLE, still limp mode, and in shambles. Now with more lights on dash. Leaves and branches were in the wheel ***** and over an inch of dirt built up on the car from being left outside for months since we had it transported in a covered trailer back home.The seats of the car are completely in a locked rear position, so even if the car WAS drivable, it would be impossible to drive. These are manual seats. Both the driver and passenger seat are like this showing that they could not have possibly driven the car after it was fixed. The seats were both working perfectly before being in ***** of *********** hands. Upon calling them, they let us know that it needs a new transmission now, and that they would type up an invoice real good for us as stated by **** which we finally received. If they drove the car 70 miles, how did they not know something was wrong with the transmission, which was FINE prior to them having the car.They also refuse to return our calls over the last months, **** ******* and **** ******. My wife feels as if she was being treated like a stupid woman and just given the brush off by them. I have called several times as well. We have all calls recorded, more pictures before, and after, and video as well to prove our case.

  Business Response

  Date: 11/21/2024

  Dear Better Business Bureau/Ms. ******:
  
   
  
  Please accept this response from the Wright Automotive Group (Wright)  with regard to ********************* # ******** regarding her 2013 Lotus Evora.  First, Ms. ******* did not purchase her vehicle from Wright.  Second, prior to the vehicles arrival at Wright on February 21, 2024, it had never been serviced by Wright.
  
   
  
  On or about February 21, 2024, the Lotus Vehicle was towed to our facility undriveable for the concern of the vehicle when putting the vehicle into drive or park the lights go out in the shifter and the vehicle ceases to operate.  We were informed this vehicle was at two other facilities before it came to Wright.
  
   
  
  We started our diagnosis and found that the vehicle was actually shifting into neutral by itself.  We scanned for trouble codes and found 15 separate trouble codes. Due to most of these codes being for loss of communication, this is the first place we started.  We contacted Lotus technical assistance and when we explained the conditions to the engineer, he informed us that the engine wire harness required updating and this needed to be completed first.  We then installed the engine wire harness.  Details can be found within the attached service order/invoice 834670.
  
   
  
  Once a new harness is installed, programming needs to be performed. Wright performed the programming besides the *** rate sensor (this sensor will detect if the vehicle loses traction for the antilock braking system).  Once we could not get the sensor to program, it was decided to replace the sensor to see if the new sensor would program.  Wright then installed the new sensor and completed programming.  We road tested the vehicle thoroughly (70 miles) to be sure the repairs were completed. During this time, the transmission began to slip and we found the vehicle has a separate condition that we would have never known due to the fact that the vehicle was towed to the Wright dealership in an undriveable condition.
  
   
  
  It is also possible that due to the transmission shifting to neutral on its own this could have caused internal damage that we would have never known. **** ******* (Service Director at Wright) contacted the customer and explained this situation.
  
   
  
  Wright did in fact repair the initial complaint made by the customer but could not drive the vehicle prior to know about the existence of any underlying conditions.   The customer elected not to replace the transmission and had the vehicle towed back to her residence in *****  On 8-22-2024, the customer contacted **** ******* and reported that the seats will not adjust forward and that the seats are stuck all the way back.  Paisley offered to look at the vehicle at no charge but explained that he could not take care of the tow bill to bring the car from **** back to Wexford, *************  To the best of our knowledge, Ms. ******* still has not repaired the transmission and the vehicle remains undriveable.
  
   
  
  To the extent that the customer possesses photos or videos, none have been shared with Wright to date.  Further, to the extent that the customer possesses recordings of telephone conversations with Wright personnel, at no time did the customer disclose that such calls were being recorded nor did any personnel from Wright consent to being recorded which is required under Pennsylvania law.  
  
   
  
  If there are any questions or if additional information is needed, please let me know.  Thank you.
  
   
  
  ****** A. *******
  
  General Counsel
  
  Wright Automotive Group

  Customer Answer

  Date: 11/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The car has been looked at by certified mechanics that have determined the car was driven 70 miles by Lotus of Pittsburgh without transmission fluid causing the damage to the transmission. 
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:10/12/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my car to Wright Nissan for state/emission inspections beginning of July. I was told I needed rear brakes, which I approved. They made some type of adjustment to front caliper also. I noticed after I left there that my car had a major rattle in the front passenger side when driving on uneven roads. Took car back week later and they told me I needed front rotors, so I had that work done. Well not only did I still have the rattling sound but I had squealing brakes when in reverse. Said that my brakes were fine. Went back the next week and told them about that and was told I needed some type of stabilizer parts. I had that work done. Left there and my problems still remained. Took it back again and was told again that there was nothing wrong with the brakes and that I should change the shocks and struts. More money to spend. I told them I was not going to have that done at the time. A friend recommended a regular automotive garage. I made an appointment and took my vehicle there. I told them about the brakes and rattling sound like something was going to fall off the front passenger side. I also told them I was told to change the shocks/struts. The manager there said they would check over the car. He called me and told me the brake job was shoddy and asked who did them. I told him the dealership. The brakes were not lubricated and shims were missing. He repaired the brakes and also solved the rattling issue without needing shocks/struts. I sent a letter to the manager of Wright Nissan in Wexford on September 30. I was requesting they reimburse me $110 for the repair work on the front brakes, which Wright said were fine each time I went there. As of today, I have not heard back from them. I provided copies of all necessary invoices from Wright and the other garage that I went to.

  Business Response

  Date: 10/15/2024

  We have contacted customer and have come to a mutual settlement. Both parties are satisfied. 

  Customer Answer

  Date: 10/15/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22413702, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Denise Markus

• Initial Complaint

  Date:09/09/2024

  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.

  October 30, 2023, I took my car to Wright Hyundai for engine sounding problem and oil was low. They performed an Oil consumption test and told me to return in 1000 miles. March 01, 2024 took the car back and oil was low again so they added oil and told me to drive it 1000 miles again. May 10, 2024, took the car back in and they did the 3rd oil consumption test. Oil was low. They added oil.August 02, 2024 took the car back in and this time they did an engine consumption test and replaced gaskets. They gave me a rental and told me they would take care of the problem.On August 8, got phone call from service manager saying my extended warranty was void because I had gone from Nov 2016 when I bought the car new to November 2017 when I took it in for inspection and put 20, 152 miles on the car. I told them they were wrong about that and someone wrote down the wrong numbers.Service manager told me they had to go with what was written down by them and my warranty was void cause I went ***** miles without an oil change. I showed them proof that June 24, 2017, I had taken my car into ********, had the oil changed and the total miles on my car at that time was 5683 miles.I gave them proof of this and proof of anything else they were debated. Service manager still insisted that they had to go with what they had written down.11-12-2018 I only had 22, 396 miles on my car and I told them that was definitely wrong because in 2018 I started driving to my job, 5 days a week, round trip 30 miles a day and I should have put more than 2000 miles on my car. Again, I was told I was wrong!!!I had paid for this extended warranty. I followed the guidelines and took my car in according to the guidelines but my car's warranty was voided because of dealers wrong numbers.I have filed a complaint with Hyundai's home office and have a case manager who sends me the same email twice a week saying he is still looking into it. Dealer mistake. I should not be penalized

• Initial Complaint

  Date:08/12/2024

  Type:Billing 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.

  See attached letter. "I am sending this email to express my concerns and receive reimbursement for renting a car from Enterprise that was used when my Hyundai vehicle was mechanically unfit to drive as well as the full cost of replacing the catalytic converter. I was told to stop driving my vehicle on 12/22/23. My car was still under warranty at the time. I am the original owner of this vehicle. I was told by Hyundai Consumer Affairs to submit receipts for reimbursement for the Enterprise rental car. You will also see on the list that Hyundai ******* and **** dealers did not have any rentals or available appointments at the time. I am asking for reimbursement of the $1,124.20 for the Enterprise rental car, the full price I paid for the catalytic converter of $264.51, and the amount I paid to the local mechanic, totaling $1,552.87."

  Business Response

  Date: 09/03/2024

  ******** ***** ********* * ********
  ********
  *****
  
  ***********************
  ***********
  **** ** ** ***** ****
  ** *** ********
  
  Dear Better Business Bureau/*** ******:
  
   
  
  Please accept this response from Wright Hyundai with regard to *** ********* Complaint # ******** regarding her 2018 Hyundai Tucson.  First, *** ******* did not purchase her vehicle from Wright Hyundai but nonetheless we attempted to assist as best we could in January 2024 following her appointments with her local mechanic.
  
   
  
  As soon as Wright Hyundai had availability, we scheduled her vehicle for service which occurred on or about January 11, 2024.  At the time of *** ********* scheduled appointment, Wright Hyundai provided her with a rental car at no cost.
  
   
  
  During the service visit, Wright Hyundai completed an engine combustion chamber cleaning and replaced the catalytic converter.  The chamber cleaning was covered 100% and Hyundai Motor America covered 95% of the catalytic converter cost leaving a balance of $264.51.
  
   
  
  With regards to the Enterprise vehicle rental expense, this request should be directed to Hyundai Motor America.  Wright Hyundai was not involved in any of those discussions.  Further, the Enterprise vehicle rental pre-dated the service appointment with Wright Hyundai.  Again, once scheduled for an appointment for her vehicle, Wright Hyundai ensured that *** ******* was provided a complimentary rental vehicle for the duration of her service visit.
  
   
  
  As for the request for reimbursement of her costs of $164.16 for service provided by her local mechanic, she would need to submit that request to Hyundai Motor America since again it pre-dated the involvement of Wright Hyundai.
  
   
  
  Wright Hyundai did everything that it was obligated to do.  We provided services that were covered under warranty, a complimentary rental vehicle while her vehicle underwent service at Wright Hyundai and 95% cost coverage for the replacement of the catalytic converter.
  
  
  
   
  
   
  
  Joseph *. D******
  
  General Counsel
  
  ****** ********** *****
  
  ***** ***** *******
  
  ******** **  *****

• Initial Complaint

  Date:06/20/2024

  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.

  I sent texts and and emails about the 3500 dollar price. It seemed to good to be true but I was interested. All I wanted was pics to make a decision to even drive 45 to 50 minutes. Some time after me contacting them about the 3500 dollar Santa Fe, they changed the price. They never responded to my requests. They should honor the 3500 if I decided to purchase it. They are deceiving, and and they do not care about the customer when they make the mistake. It was not my fault that the price was entered wrong.

  Business Response

  Date: 07/01/2024

  The correct price is $8999. Our Inventory management provider among many other aspects of our business have been down nationally since June 19th. Certain vehicles were showing incorrect prices including this one. We have since been able to correct the incorrect information on this unit. 

  Customer Answer

  Date: 07/01/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  My problem is, they ignored me and never explained what could have happened, but now, forget it they are like all the rest, liars and put the fault on someone or something else. Sys that you messed up and live up to it. I will make sure I pass the word about the people that work here. And as much as I keep saying something, it won't matter. Be more compassionate to everyone not just the ones that matter to you. 
  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:05/29/2024

  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.

  3/9/2024 - Purchased 2024 ******* **** 4/1/2024 - Contacted Wright ******* regarding paint issues (scratches all over the vehicle). They had applied a paint protection to the hood and the drivers side of the hood, but not the entire vehicle.4/15-4/17 - Wright ******* attempted to correct the paint issues - corrections were not successful I suggested they replace the vehicle with a vehicle in new condition. They indicated they would discuss with ******* and respond by never did respond. I had to call them. No resolution.Contacted ************* Several conversations, but they said it was the dealership's responsibility.4/30/24 - Sent an e-mail message trying to get resolution. Never responded.5/3/24 - Call to ************************* - never returned my call.5/7/24 - Sent another e-mail trying to get a response and resolution - never responded.We are extremely dissatisfied with how this paint issue has been handled by Wright *******. The lack of responsibility and the lack of communication from Wright ******* is unprofessional. The bottom line is that Wright ******* needs to make this right. I suggest again that they replace the vehicle.

• Initial Complaint

  Date:03/25/2024

  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.

  Genesis of Wexford / Wright Hyundai are refusing to release my belongings, which is theft. My 2023 Genesis GV70 is also still in the dealership's possession as they are still refusing to release it in an attempt to charge me fees they have fabricated as my car is still well under warranty and that vehicle was a complimentary loaner car, so they cannot charge me rental fees. Refusing to release my vehicle for these spurious charges is extortion. The vehicle is a 2023 Genesis GV70 with less than 15,000 miles on the odometer, this vehicle is still protected by the manufacturer's warranty, which is why the dealership cannot legitimately charge me for work on the vehicle, they are also citing damage to the complimentary loaner car, however, I have security camera footage of it being removed from my driveway, the entire vehicle is in full view and there is no damage at the time they took it. I obtained a copy of the police report. In an emergency, I would be stranded, while paying over $1,000 a month in car payments and insurance to drive a car that I do not have access to due to the dealership. I am still trying to pick an attorney. I had been in the process of negotiating a buyback with Genesis. This car has been in the shop at least 10 times now for an overall period equivalent to at least 2 + months. On 2/24/2024, I called sales instead since the service had not answered for several days. Sales answered and I spoke to John P**** at the dealership and asked him to find my keys so I could come get my vehicle as service had not been answering or returning my calls, but he stated he could not find them upon calling me back. On 2/25/2024, they sent someone to take the loaner car. The person drove away, stealing all of my belongings, including my wallet, money, driver's license, debit and credit cards, etcetera. I've recorded most of the phone conversations, such as when the Service Manager told me he and the owner of the Dealership were not allowing me to pick my car up.

  Business Response

  Date: 03/26/2024

  This customer would not respond to us and refused to return our loaner car once his vehicle was completed.  He kept the loaner vehicle for 59 days and refused to respond.  We had to hire a company to go to West Virginia and retrieve our vehicle.   The loaner car was completely destroyed on the interior and the exterior had damage.  We contacted Northern regional police with this matter and they got in touch with the sheriff's office in also. This customer came to the dealership again and we contacted the police.  He asked for his wallet and radar detector and we gave that to him.  That is all he asked for.  During this time, Capital one the lean holder repossessed his vehicle from our facility due to lack of payment.  This customer has been instructed that he is not allowed on the premises by the Northern Reginal police department. 

• Initial Complaint

  Date:10/30/2023

  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.

  We purchased a 2019 Hyundai Tucson (red) from Wright Hyundai in 2022. We were not aware of any accidents on this vehicle and they were definitely not explained to us in any way when purchasing. We had a copy of car fax and nothing showed.
  
  Fast forward to 2023 our family expanded and we went to trade in for a larger SUV.
  
  When we first walked in the original salesman who sold us the 2019 saw us and quickly looked away like he knew he was in for trouble. We thought it was strange since we had nothing but a “good” experience our first time there.
  
  We eventually found a 2023 Hyundai we liked with a different salesman and wanted to run numbers to see the trade in value. At this time we owed 26k on the old vehicle.
  
  The salesman was happy as he was expecting to be able to cover what we owed on the car and maybe 1-2k extra as a down payment. Then the salesman came back looking disappointed like he knew the sale wasn’t going to happen. They offered us only 16k for the car saying it had an accident on it. We were blown away.
  
  We told them it had a clear carfax at the time of purchase. The manager then came over and stated “sometimes these take a month or two to show up on the car fax”. He then proceeded to point at the date and it was 8 months before our purchase. He then fell silent as he didn’t know what to say. Then he made up some other weird excuse as to why that would occur.
  
  They then proceeded to ask where we bought it like the dealership had screwed us that we bought it from not realizing they were the ones that sold it to us. We responded that they sold it to us and both the salesman and manager went quiet.
  
  So basically we bought a car like it was used with no accidents and then went to return it and the previous owners now show an accident that wasn’t there when we bought it. It killed our trade in value and we’re stuck with an SUV that is too small for us.
  
  They never disclosed when we asked about accidents as we would never have bought that vehicle.

  Business Response

  Date: 11/01/2023

  Thank you for reaching out,  I have reviewed this claim with my sales team.  When this vehicle was brought in on trade we put this vehicle through our used car inspection process and also certified this vehicle with Hyundai to give our customers additional warranty.  At this time we always run an auto check on all vehicles to check for any type of blemish that we would need to know.  As per the attachment it shows that we ran an auto check on this vehicle and it was clear.  We presented it to the customer as per his signature that is on page #1.  It is possible that an accident can be reported and it will take some time to populate on the auto check.  We have no way of knowing this, We use auto check to get the best information possible.   When we received this complaint we researched the market value that vehicle with 35,000 miles and fair market range from Kelly Blue book was in the $16,000 - $18,000 range.   With the market down trending this is the value we feel is a fair trade in value.

  Customer Answer

  Date: 11/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [There were 8 months between the accident reported and when we purchased the vehicle. They are saying that after 8 months there is a chance it will not show on the car fax report? I find that extremely unlikely and a dishonest answer. An accident will be reported quickly and added to the survey. This response was just a way to pass the blame.]
  
  
  
  Regards,
  
  
  
  ****** ******