Complaints

This profile includes complaints for Chapman Hyundai Bell Road's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Chapman Hyundai Bell Road

  999 W Bell Rd Phoenix, AZ 85023-3512

• 

  Chapman Hyundai Bell Road

  6601 E McDowell Rd Scottsdale, AZ 85257

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:03/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Chapman Hyundai because they were offering a $1000 rebate if paying cash. Because my husband is disabled and its difficult for me to get away, I requested to negotiate the sale over the phone. When we agreed on the deal, I asked for the paperwork to be done when I came in. To my surprise, the price was much higher than I was quoted. I was told the window tinting and door guards were an additional $1200. The next day I noticed a placard in the car with the prices, listing tinting and guards at $770 (not $1200). I have since found out THERE ARE NO DOOR GUARDS at all on the doors! Additionally, the manager forgot to include the $1000 cash rebate. I would like 1) the guards applied, 2) reimbursement for the difference ($430) and 3) the $1000 cash rebate that Ive been promised since February 28, 3025. Thank you.

  Business Response

  Date: 03/21/2025

  ***** *******, Thank you for reaching out and sharing your concerns regarding your recent purchase. We sincerely apologize for any confusion or frustration this situation may have caused. Your satisfaction is extremely important to us, and we take your feedback seriously.
  After reviewing your concerns, we want to address each point to ensure a proper resolution. Regarding the pricing of the window tint and door guards, we will review our records and inspect your vehicle to verify the presence of the door guards. If they were not installed,we will ensure they are applied as promised. All pricing and updates are managed digitally to maintain accuracy and reflect current offers. This means pricing is posted online for each specific vehicle.
  Concerning the rebate, we are not aware of a $1,000 rebate for paying in cash. If you could provide any documentation or details regarding where you saw this offer, we would be happy to look into it further.
  We appreciate your patience as we work to resolve this matter. Our goal is to make things right, and we will follow up with you promptly. Please let us know a convenient time for you to visit so we can address your concerns in person.

  thank you ****** Salman 

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

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

  Customer Answer

  Date: 03/23/2025

  Hello Mr. ******************* you for your prompt reply. We want to clarify that *****, our salesman, worked diligently to get us a great deal and he continued to act professionally and respond to our questions in a timely manner after the sale. We have no complaint against him. We appreciate you wanting to address each concern.  First is the missing door guards. We can bring the vehicle to the dealership on Friday, March 28 if that day is convenient for inspection and installation of the door guards. If the installation will take more than an hour or two, we will need a loaner as this is our only car. The second concern is the discrepancy in price between what was listed on the placard inside the car and what was charged according to our sales receipt. We will bring both documents on March 28 for your review. We will also bring an email from ***** explaining he was informed by management that we would receive the difference in the package cost ($428) and the $1000 rebate for the cash payment of the vehicle. Lastly, the details regarding the $1000 rebate for a cash purchase was listed on the website when we purchased the vehicle on February 27. We noticed it was only available until March 3 which may be why you didnt see it on March 21 when checking current offers. We will provide evidentiary proof of the $1000 rebate offer on your website when we meet March 28. We are looking forward to your resolution of these misunderstandings. Thank you for your prompt response and action to bring the complaint to a satisfactory conclusion.

  Business Response

  Date: 03/25/2025

  
  Thank you for reaching out and for providing clarification regarding your concerns. We truly appreciate your kind words about ***** and are glad to hear that he provided you with excellent service throughout the purchasing process.
  Regarding the missing door guards, we will be happy to inspect and install them when you bring your vehicle in on Friday, March 28. The installation should take approximately 2 hours , but if it exceeds two hours, we will ensure a loaner vehicle is available for your convenience.
  As for the pricing discrepancy, we appreciate you bringing the relevant documents, and we will carefully review them with you during your visit. Additionally, we understand the concerns surrounding the $1,000 rebate, and we look forward to reviewing the evidentiary proof you have regarding its availability at the time of your purchase. Our goal is to ensure transparency and fairness in all transactions. we do keep log of all offers on our website.
  We value your business and appreciate the opportunity to address these matters. Please let us know if you have any additional questions before your visit. We look forward to seeing you on March 28 and resolving these concerns to your satisfaction.
  
  ****** ******

• Initial Complaint

  Date:08/15/2024

  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 Thursday, June 27 driving northbound on AZ ***51, a hazard light came on to refill hybrid coolant. Within minutes of the alarm, the vehicles hybrid system ceased to operate, yielding a car that could no longer retain the posted speed limit on the highway. I immediately accessed the dealers website and attempted to schedule an appointment with the Hyundai Chapman- ************* I contacted the dealership at the number provided. The representative instructed me to bring the car to the dealership at my earliest convenience, and that they would take a look at it the following day. I drove the vehicle (sans hybrid operating system) to the dealer. By 14:00 the following day I had not received any communication from the service team. I reached out and spoke with the supervisor who said he found my keys and would give me a call back and let me know what to expect. I did not hear back from anyone that night. The dealer kept my new car for the next 9 days, 11 days total, and offered no support other than a tease that I may be able to procure a loaner vehicle, since I was a Platinum Warranty member. That offer never materialized. When I purchased the warranty, *** promised, that if ANYTHING associated with the battery happened to my new car that repairs would be free and that I would immediately have access to a replacement service vehicle. Not only was I forced to pay for the repairs because the investigation explicitly states there was impact, but I was also forced to find alternative transportation. There was no accident. There was no other damage to my new car, yet the dealer referred to the damage as an impact to the hybrid radiator and refused to honor the warranty. I remind you, again, I was told the dealer would take care of ANY issue with the battery; which should obviously include the battery shutting down in the middle of a highway! Without an accident this was nothing more than a part failure or design failure.

  Business Response

  Date: 08/16/2024

  Dear *******************,
  
  Thank you for sharing your recent experience with us. I apologize for the inconvenience and frustration you've experienced regarding your vehicle. Your feedback is invaluable as we continually strive to enhance our customer service. I understand the challenges you faced with the hybrid coolant issue and the subsequent service delays. We sincerely regret any confusion or miscommunication regarding warranty coverage and the provision of a replacement vehicle during the repair period. Please rest assured that providing prompt and efficient service is always our priority. Unfortunately, this issue was unforeseen during our initial discussions.
  
  I deeply regret the miscommunication and lack of support you encountered during this incident. It is unacceptable that you were left without adequate updates and assistance while your vehicle was undergoing repairs. We are actively reviewing our internal processes to prevent such occurrences in the future.
  
  Regarding the warranty coverage and repairs to your vehicle's hybrid system, I understand your disappointment in not receiving the expected benefits outlined in your Platinum Warranty. It is our intention to fully honor our commitments, and I apologize for any confusion regarding damage caused by a manufacturer malfunction versus road debris. i have attached phots for validation of our findings. 
  
  Please contact me directly at ************ at your earliest convenience so we can promptly address your concerns. I appreciate your patience and look forward to speaking with you soon.
  
  Sincerely,
  *************************

  Customer Answer

  Date: 08/19/2024

  Thank you for your response, ******.  

  I am wholly unsatisfied with your response. You indicate in your response that you will review my concerns. I write this AFTER Chapman Hyundai deferred to the Hyundai **************************** The member instructed me to submit a "Goodwill" appeal because the repair was "not covered under the warranty" and was not a part of any of Hyundai's active class-action lawsuits. After going through a four week exercise (that yielded no additional findings and no clarification of the process, "Destani" evaluated my claim and denied my Goodwill appeal citing, ironically," it is not covered within the warranty". I encourage you to review the weekly calls that she and I had.  It was me moving the process along.  In fact, to date ******* has not sent me the final request for the BBB information.

  So, I absolutely do not believe for a second that you intend to review my concern.  As history has shown me, this is undoubtedly an alternative delay tactic designed to eat up the 5-day BBB threshold. 

  Do better...

  Business Response

  Date: 08/19/2024

  
  Thank you for your patience as we reviewed your concern. We carefully examined the file, including the repair order and the provided photos. Our assessment indicates that the damage was caused by an external object, likely road debris. Unfortunately, based on our experience, this type of damage is not covered under warranty. the photos shared clearly support the claim. this is not an issue that was created by the dealership. 
  
  However, if you would like us to advocate on your behalf and request that the warranty company review this matter outside their standard guidelines, we are more than willing to do so. We understand that this situation is frustrating.
  
  
  
  Sincerely,  
  *************************
  

  Customer Answer

  Date: 08/20/2024

  ******,
  You indicated there was no evidence of an accident, but SUSPECT it is a result of road debris. That (by definition) does not "clearly support the claim."  The term suspect implies there is still ambiguity.  The truth is you dont know what happened,but we both agree the evidence does not support an accident. So we can rule-out that it wasn't my fault.  

  
  You still maintain (as judge, jury, and executioner) that it is not an issue that was created by the dealership, but I can clearly state that this is where we disagree.  It was your salesperson that committed your establishment to fixing anything that goes wrong with the battery.  Assuming they are hired employees/agents that, in fact, makes this an issue that was created by the dealership.  

  
  I think it is prudent that this remains unresolved until you reimburse the cost of the repairs, the cost of alternate transportation, and the cost the worthless PLATINUM warranty.  

• Initial Complaint

  Date:07/29/2024

  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.

  My car **** esportage 2019) i purchased it from chapman hyundai on ************* . About three to four weeks ago it started giving hot air from its AC. I took it to dealership and they charged me almost 600 dollars and said the problem was it didnt have any *****. I asked 600 dollars for *****? They said 350 for ***** and 220 for inspection. Anyhow i paid the full amount because ******************* you cant life withouth AC. Three weeks later in July my AC started giving hot air again. I called and they said they need to inspect it again and wont charge inspection but im reaponsible for whatever the repair is. I paid ****** dollars for something that was not the issue. They did not do an accurate inspection. I want my ****** dollars back or the 350 dollars at least . Not fair to soend this amount of money as a single mom to have it not work immediately within 3-4 weeks.

  Business Response

  Date: 07/29/2024

  
  
  Dear ***************,
  
  We sincerely apologize for the inconvenience you experienced following your recent repair with us. Rest assured, we are actively investigating the issue and will promptly address it. Could you please inform us of your availability so we can schedule a follow-up appointment? If it turns out we are unable to perform the repair, we will process a refund for you.
  
  Thank you for your understanding.
  
  Best regards,
  
  *************************

   

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  financed a vehicle with the dealership 19 days letter received 1 email regarding they needed proof of residency 2 days after that email i received another email stating they have to cancel my contract because i don't have the proof of address so i returned the vehicle but when i was financing the vehicle the sales person never said anything about proof of address all i ask for is to get my down payment back manager was really rude did not want to help with the refund of my down payment

  Business Response

  Date: 07/15/2024

  
  We sincerely apologize for any confusion or inconvenience caused by the documentation. Upon reviewing your file and the documentation provided at the time of purchase, it is clear that the requirements were outlined. We strive to ensure a smooth and transparent experience for all our customers.
  
  ******************** was informed multiple times about the lender's requirements. Despite assurances that he would provide the necessary documentation to multiple staff members, it was only after exhaustive efforts that we notified ******************** to return the vehicle because the lender did not approve the supporting documents required to fund the loan. 
  
  Additionally, ******************** signed a document acknowledging a restocking fee if the loan or vehicle has to be restocked due to customer short fall, We derive no benefit from delivering a vehicle only to return it to stock; our staff benefits when a vehicle is successfully delivered and funded. We place high value on efficiency and respect for everyone's time.
  
  Your feedback is invaluable to us, and we are currently reviewing our procedures to prevent similar issues in the future.
  
  Best regards

  ,
   *************************
  

  Customer Answer

  Date: 07/19/2024

  I have the email they only sent me to emails not several attempts 

  Business Response

  Date: 07/23/2024

  we have discussed with Oscars family due to the time and use of vehicle that a partial refund would be issued, tis matter is not a decision of the dealership but the lender who grants the lending. this offer was unacceptable from family member we discussed this with leaving us at a stand still. 

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

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

• Initial Complaint

  Date:01/05/2024

  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.

  Safety recall due to engineering negligence would require my car for two days. Prior, I called to service team to say I would be coming in late, and she told me I could come in, but they would need it for two days. I told them then I could not do that due to logistics and asked her to reschedule my recall appointment; it was never mentioned any matter that it would take two days to correct the safety defects. I was upset when I got there after scrambling to get there on time when she then decided to tell me. I strongly feel that this safety defect is *******'s fault, and they should do everything to accommodate the repair of the defect, including either a one-day turnaround or providing a car to the customer at no charge if the car with safety defects is needed for two days. They also failed to mention one of the safety defects listed when I put my Vin number in *******'s web site.

  Business Response

  Date: 01/05/2024

  
  *****************************, I want to express my sincere apologies for any inconvenience or frustration you may have encountered during your visit. Firstly, I would like to address the miscommunication regarding the time required for the safety recall service. It is unfortunate that you were not informed beforehand about the two-day turnaround, and I understand how this could have inconvenienced you, we are taking steps to ensure that our communication processes are improved to prevent such misunderstandings in the future.
  
  Regarding the safety defect and its resolution, please be assured that your safety is our top priority. I acknowledge your frustration and concern, and we are actively working to streamline our processes to minimize any disruptions for our valued customers. While we may not be able to promise immediate changes, your feedback is instrumental in helping us improve our services.
  we are investigating the issue with our online system not displaying all safety defects associated with your VIN. We take this matter seriously, and our technical team is working diligently to rectify any discrepancies to ensure accurate and comprehensive information for our customers.
  
  To address your immediate concern, I would like to discuss potential solutions and alternative arrangements to better meet your needs during the recall service. Please feel free to contact me directly to further discuss how we can make this process more manageable for you.
  
  Once again, I apologize for any inconvenience you have experienced, and I appreciate your patience as we work to address and rectify these concerns.
  
  Thank you for bringing this to our attention, and I look forward to the opportunity to discuss this matter with you further.
  
  Sincerely,

  Customer Answer

  Date: 01/05/2024

  I am in need of assistance with viewing the respondent's information. Moreover, the response I received did not provide me with a clear solution to rectify the issue. Instead, I was asked to call and discuss it and come up with a plan. 
  
  I have come up with a simple solution that would be acceptable to me. I would like them to come to my workplace and pick up my car. In exchange, they can leave me a vehicle to test drive until all the safety recall issues with my car are fixed. I will provide them with a copy of my insurance and driver's license. This is the only way to resolve the complaint at this point. 

  My work address is: BOK Financial Bank   *********************************************

  My Number ************

  Business Response

  Date: 01/09/2024

  ********************, the matter requires an inspection of your vehicle once that is completed if the vehicle has been found to have the issue, the parts would then be overnighted these parts  are vin specific. this would apply to the 3 recall that have ******'s. the fourth recall remedy is not yet available. if you would like to schedule a time to drop off the vehicle we will provide you with a loaner. 

  message from the General Manager 

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

   

  Customer Answer

  Date: 01/19/2024

  General Manager 

  Thank you for offering of the loaner. I can only assume it will be free of charge.  Please notify me when all four recall items can be taken care of on one visit then I will contact service to set up an appointment.  Please responded with attachment of a letter with signature indicating that I will receive a loaner vehicle free of charge for how long it will take to take care of four items, and I **** this as resolved. 

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

   

• Initial Complaint

  Date:12/23/2023

  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.

  I was attempting to purchase a used vehicle from Chapman Hyundai *****, ************************************* #1 ******* ** *****, ************. The salesman's name is *******************. After refusing the offer, due to the increase in the price they had listed as well as erroneous fees, following the last communication with ****, I started receiving numerous calls, texts, and emails from dealers throughout the area. He *************** and putting in my personal information and dealers are contacting me non-stop.

  Business Response

  Date: 12/26/2023

  
  
  Dear **********,
  
  We sincerely apologize for any inconvenience you've experienced. Our pricing is carefully benchmarked to remain competitive and align with market standards. After thorough investigation, we found no evidence supporting your claim that your information has been shared with other dealers.
  
  We recommend reviewing the lead sources you provided when shopping online, as this may be the cause of other dealers receiving your information during your vehicle search. We apologize once again for any frustration this may have caused.
  
  If you require further assistance or clarification, please feel free to reach out to me directly at ************. Your satisfaction is important to us, and we are committed to addressing any concerns you may have.
  
  Best regards,
  *************************

  Customer Answer

  Date: 12/27/2023

  This is an interesting response by the General Manager as it explains the complete lack of integrity of the two sales people I encountered as coming from the top. I was merely negotiating the terms of purchase for this vehicle for a friend with the dealership and they are the ONLY dealership that had my name, phone number, and email. At no time did I enter my personal information on any site or with any other dealer. As stated before, immediately following the last communication with salesman ****, who's communications from the beginning were unprofessional, arrogant, and emotionally charged, my phone started receiving constant calls, texts, and emails from other dealerships. It is obvious he maliciously used my information as a form of harassment and the remedy to this is quite simple. Apologize and reprimand him for creating harm to your business. However, the cover up is to be expected considering the serious nature of his actions and damage of trust. Fair warning to any potential customers-Do not trust the listed price and do not trust them with your personal information.

  Business Response

  Date: 12/27/2023

  We sincerely apologize for any inconvenience you may have experienced. As previously mentioned, our investigation has yielded no evidence to support your claim.  we are dedicated to delivering exceptional customer service and ensuring the best possible experience for our valued customers.
  
  We acknowledge that there may have been a misunderstanding or discomfort during your interaction with our sales representative, particularly in response to what appears to be an unconventional offer. While we strive to maintain a professional demeanor, human reactions can vary, and we regret any unintended frustration caused.
  
  Please be assured that we take your feedback seriously and will use it as an opportunity to improve our processes and communication. We appreciate your understanding and the opportunity to address this matter. If there's anything more we can do to assist you, please don't hesitate to reach out.
  
  Thank you

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

• Initial Complaint

  Date:10/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refusal to cover an extended warranty issue with my car. Engine seizure due to faulty manufacturing process.

  Business Response

  Date: 10/24/2023

  Dear ***************,
  
  We sincerely apologize for the inconvenience you are currently experiencing. After thoroughly reviewing the information provided in our communication, we regret to inform you that we could not locate any records of your transactions with our company. If your concern pertains to the manufacturer, we recommend contacting them directly for further assistance. Alternatively, if you could kindly provide us with additional information, we would be more than happy to assist you further, either by resolving your matter or directing you to the appropriate channels for assistance.
  
  Thank you for your understanding and cooperation.
  
  Warm regards,
  

  Gorge ******

• Initial Complaint

  Date:07/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a hyundai ioniq 5 from chapman hyundai on belle rd on 7/3/2023. The price was negotiated and contract was signed. I paid the down payment and worked with their finance guy to pay for the rest via auto loan from my bank. The finance guy helped send the paperwork to my bank. 7 days later, dealership called and said that one of the discounts is by mistake and want $400 back, otherwise they won't submit the paperwork to MVD. This was a negotiated price and signed by dealership. Not to mention a few fees that they never explained

  Business Response

  Date: 07/18/2023

  we have submitted all paper work as agreed and already processed. there should be no reason for this concern. 

  ************************;

  General Manager 

  Chapman Auto *************.

• Initial Complaint

  Date:07/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Beware of the $1897protection package that they will try to sneak into your transaction. They just snuck it in to mine on 7/3; declined the offer in the finance managers office, then noticed today 7/5 my invoice includes the $1897 for window tint, paint protection and door edge guards. I called today to solicit a refund and they said they "would get back to me after the spoke with all parties involved in the sale" as if not refunding this is even an option at this point. None of the services in the protection package have been done to the vehicle. If I hadn't noticed this, the dealer would have made off with $1897 of pure profit. They love this type of thing and try to put them on top of every sale. Pure deception and bad business. I plan on removing this review if they do the right thing and if not, I will report to Hyundai of North America, ******* chamber of commerce, the ** **** of commerce, and also will file a lawsuit in small claims court for the $1897 plus court costs and my time billed at $75/hour for even having to deal with this utter fraud! VIN # is *****************

  Business Response

  Date: 07/06/2023

  Dear *************************,
  
  I hope this email finds you well. I apologize for the inconvenience you have experienced. After thorough review of your concern with our team and examining the documents related to your purchase, it has come to my attention that the items in question were fully disclosed and signed for. Due to the high demand for vehicles, it is our standard procedure to schedule the installation of certain items at a later time.
  
  I sincerely apologize for any misunderstanding or dissatisfaction caused. As a company, we highly value our customers and always strive to provide the best possible experience. However, we are unable to agree to the requested amount in this case. It is important to note that bringing up this concern at the time of the transaction would have allowed both parties to make a decision that would have been mutually beneficial for the business and the customer.
  
  Once again, I apologize for any inconvenience caused, and I assure you that we are committed to addressing and resolving any issues to the best of our abilities. If there is any other way we can assist you or if you have any further questions, please feel free to let us know.
  
  Thank you for your understanding.
  
  Sincerely,
  *************************

  Customer Answer

  Date: 07/11/2023

  Beware the finance guy at the end of the transaction. I asked for the package to be removed and it was left on by the finance manager and I signed about 43 pages on a tablet and was being rushed. Again, beware of this business and their shady practices. Make sure you read everything and refuse to move on if something isn't addressed. I had to refuse a warranty 3 or 4 times before he would move on yet he rushed through this part. I will avail myself of more avenues to gain recourse including going to the ** **** of commerce and Hyundai of North America. You would be better off buy a car from any number of other Hyundai dealers in the valley than this one.

  Business Response

  Date: 07/12/2023

  I apologize for the negative experience you had during your recent transaction with us. I understand your frustration and concerns regarding the handling of your request to remove the package and the rushed nature of the signing process. Please accept my sincere apologies for any inconvenience caused.
  
  I appreciate your feedback regarding the signing of the documents. It's important to us that our customers fully understand and agree with the terms stated in the documents they sign. I apologize for any confusion or lack of clarity in this regard. We will take your feedback into consideration and work on improving our communication and process to avoid similar situations in the future.
  
  Ideally, we would have preferred to address your issue or concern at the time of the transaction to provide both parties with the opportunity to make any necessary adjustments or cancellations. We understand the importance of open dialogue and will strive to create an environment where such discussions can take place more effectively.
  
  Once again, I apologize for any inconvenience caused, and I appreciate your patience and understanding.

  Sincerely, 

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

• Initial Complaint

  Date:06/06/2023

  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.

  I traded in my suv which I had an extended warranty on and gap insurance. I turned in the paperwork as required by dealership and got an email stating they had been received by the sales manager. I called after 4 weeks to see about progress as paper work says 4 to 6 weeks. Was told it is in process. My son who is co-signer on vehicle went in today and sat for ****************************************************************************************** acknowledge him. He had to get up and ask again they said they will call me. It has now been 6 weeks and I want this resolved and my money that is owed to me back.

  Business Response

  Date: 06/07/2023

  *****, I apologize for the service you and your son have received. i will be more than happy to look into why there is a Hold up on your refund. if you could provide me with a vin # so that i have the accurate vehicle and file i will get you an answer right away. my email is ***************************** my direct line is ************.

   

  Thank you 

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

  Customer Answer

  Date: 06/08/2023

  I emailed the person whom responded with no response back. I will try to call him today. I just want the refund that is due back to me for my extended warranty and gap insurance which is also stated on my finance letter saying that I am due back this as the loan is paid off. It has now been over 7 weeks with no response from any one at the dealship except saying they are working on this. I have left my number for them to reach out to me by cell phone and on emails. 
  

  Thank you,

  **********;

  Business Response

  Date: 06/08/2023

  I apologize for the time in responding. I wanted to be sure to have all answers prior to writing a response. We have issued refund for the gap to your lender. upon roof of payoff on your vehicle we can issue warranty refund.

  thank you 

   

  ************************;