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:10/17/2022

  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 just bought my used vehicle today and drove it home. I was looking over my contract again before I send it to my credit union tomorrow and noticed they charged me for product I specifically did not want and also was stated by the car salesman that it was included eluding to the fact that it was covered by the dealer. I called the salesman back who was very nice during the purchasing process and when I called back for an explanation started snapping back at me stating, You signed the paper, you signed the paper! He wouldnt even listen to me so I figured I would just file this with the better business bureau for lying to customers. Even during finance, while I was signing all the documents, I verbally asked, Are all of these covered by the dealer?, like was previously stated and he said yes. Now, looking over the paperwork hours later realized it was added to my final purchase price. I did not request any of the follow: ELO GPS for $1995, Ally Theft protection for $1495 JM&A Appearance Package for $1995, ***** fill tires for $495. None of these were even explained to me and I specifically remember telling the salesman I dont want an electric license plate and upon driving the vehicle home he started to s**** it in the vehicle and I said I guess its good it was included because Im going to replace my physical license plates the second they come in the mail. He tried to get me out of there as quick as possible, and when I tried to call back would not even listen to me. I purchased the car less than 12 hours ago and would just like a refund on the OPTIONAL charges that were stated they were going to be covered by the dealer. You cant say something and then do the complete opposite and slip it into the contract hoping people wont notice. I unfortunately noticed a few hours after and am now only asking to refund OPTIONAL charges that were originally today they were not going to be on the pricing.

• Initial Complaint

  Date:08/11/2022

  Type:Order 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.

  My wife and I had leased a Hyundai ****** from Russell Westbrook Hyundai 01/24/2019. We got a 6 month extension on the lease and went back to the dealer on 8/02/2022 to purchase the vehicle as it was in excellent condition and still under the allowed mileage. It was serviced frequently and we have all the records.My wife and I were at the dealership for 3 and half hours. We are elderly and we feel we were conned into accepting an add on to the purchase contract for a complete check of the vehicle (they called it certification). We were assured that if anything is wrong with the vehicle it would be taken care of. The cost $995.00. It was $1495 initially, but I objected to that. We believed that the only expenses we needed to cover were the purchase option fee of $300 and the taxes (State and Local) and license fees (which was in the original lease). This transaction needed no more than an hour, but in the end we just wanted to get out of there and we settled for the contract we signed. My complaint is that we should not been forced (scammed) into a certification vehicle check as we knew the condition of the vehicle. This was their way of making money on the deal. We should not have had to pay this "Total Financed Aftermarkets," add on. This does not sound right or fair to me the more I think about it. I want that $995 to be sent to *********** Finance, the current lien holder. I am in contact with CPA on this.

• Initial Complaint

  Date:08/10/2022

  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.

  I recently purchased a used car from ****** Westbrook Hyundai (July 4 2022. I'm a ******* resident, active duty military, registering the vehicle in *******. The dealership has not been cooperative in providing the title to either the lein holder (**** of *******) or the ******************************* Office.I have emailed at least twice and called numerous times about this but the dealership has not responded. I have notified **** of America, which they are working to receive the title. **** of America recently notified me that they have not received the title. When I finally did speak with a ******-Westbrook employee, they notified me that the bank provides the title, not the dealership. But the dealership has the title and **** of America does not have it and cannot process it for me to register my car in *******. We purchased the car on July 4 and it is now August 10 and I still can't register my car in ******* because the dealership has not provided the title to Seminole ***************** or **** of *******. I even called Seminole ***************** (as recent as August 9) and they have not received any such title. I do not know what to do from here. I have all of my registration paperwork in order to proceed for the ****************. I want to be notified that the title is at Seminole ***************** at *************************************************************************, labeled "Title Enclosure for *******************". The dealership has NOT been helpful or supportive in this effort. They did not even provide us an appropriate temporary tag; they only provided a 1-time travel tag to the ****************, instead of a 30 day temporary tag for registration. We have registered (3) vehicles out of state (2 vehicles came from out of country from my previous duty station) in the **************** while I've been stationed in **********. I know this can be done but they are making extraordinarily difficult.

• Initial Complaint

  Date:07/06/2022

  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.

  A few months ago I purchased a used vehicle. My vehicle was involved in a accident and was considered totaled. My insurance company is trying to pay the balance on my vehicle but the dealership failed to submit proper documentation to the *** in regards of the title. I've called multiple times to have the dealership resolve this issue. With no help and no call backs from any manager. I'm still expected to pay my car ****. Even though my insurance company has tried reaching out to make the payment. The dealership is not responding. I called the main *** office in **********. The finance company and all say the dealership failed to file the proper documentation and they can't move forward without them fixing the title of the vehicle. The previous owner is still on the title. I put down **** dollars as well as traded in my old vehicle for ****. I don't feel it's legal to be sold a car which is not in the dealership or finance company name. Yet I'm expected to continue payments for the mistake they made on title. Especially when my insurance is paying off the vehicle. Or attempting to. My insurance company cannot move forward without the dealership fixing the problem and they are not trying to fix it at all. My credit is at risk because of the failure of the dealership and management.

  Business Response

  Date: 07/13/2022

  Hello ******, thank you for reaching out and sharing your experience with us. We have been trying to communicate with your for months regarding your 2015 Dodge Dart but have not been successful. Please reach out to me when you get a chance to ************************************************************** The number we have been attempting to contact you to is ************ if this is not your number please provide us with a better one

   

  Thank you 

• Initial Complaint

  Date:06/09/2022

  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 vehicle on 5/21/2022 which was just over $36000 with trade in. I was forced to purchase add ons and wasn't helped to use the qualification I got from their website. They ended up forcing me to use their finance in order to get the vehicle home with a promising idea that I would be able to roll the loan into ************ After trying to resolve the issue with management they won't remove the add ons and didn't offer any help in a resolution "if you didn't like the deal, you shouldn't have signed the documents". I am now in a loan that has a higher interest rate than I wanted and have to look at refinance options in three to six months since the purchase has already been made and it's a new loan. I'd like help getting the add ons (ELO GPS and **************** Policy) removed so that I can get to a closer number and be able to refinance the loan. I'd also like to be able to post my story (in its entirety since it won't fit here) to help raise awareness for the next customer who comes in contact with ****************************************************************.

  Business Response

  Date: 06/13/2022

  Hello **************** and thank you for taking the time to share your experience at RWB Hyundai of Anaheim. We apologize for your experience and we look forward to helping however we can. We spoke to the responsible parties and examined your  file here at the dealership. We can not share specifics or mention exact figures regarding your approvals with the financial institution through this messaging system. However, we can assure you that the *********** rate was higher than who you are currently financing with. Also with the higher rate through ***********, a much larger down payment was required (excluding the charge of *** and the maintenance package). For those reasons your contract was assigned to the financial institution that approved your credit profile with the best terms.

   

  As far as the *** unit and the maintenance package purchased at the time of sale, they were both optional. The *** device that is installed and activated in your name is not cancelable since it is a physical item that is not refundable. However, I can assist with canceling your maintenance package if that is your decision. Please send us a written consent to do so to **************************************************************** and we can also discuss specific details (numbers) of how and why your retail contract was assigned the way it currently is. 

   

  If there's anything further that you require assistance with please let us know,

   

  Thank you 

  Customer Answer

  Date: 06/13/2022

  It was stated that the *** and maintenance package were optional by you just now.  When I was offered the lower interest rate I was told I had to get 2 of your packages in order to get that offer, thats the only reason I got them.  I even told the sales manager that I didnt want them and he again stated that I had to get 2 packages to get that rate.  I want them both cancelled since your sales manager did this the way he did, they were not given as options but as part of my offer.  As for *********** I was not given their offer whatsoever, if Id have know they had an offer under your system and it didnt include the forced options I didnt want  I probably would have taken it.  As a matter of fact I am working with *********** who is in touch with your dealership to get the purchase into their loan as originally offered, since you never offered it to me at all.

  Business Response

  Date: 06/21/2022

  Thank you for taking the time to respond to us. It is true they are optional at the time of sale and not cancelable after the sale. The pre payment disclosure you signed clearly states that the optional equipment and financing are in no shape connected with one another. If a deal was made at the time to buy the equipment and all the proper documents are signed then there's nothing to be done after the fact. I apologize again for your experience and if it makes your situation any better, you got an extremely competitive deal and rate with all factors considered.

   

  Thank you again for your business

  Customer Answer

  Date: 07/05/2022

  I understand but when the sales manager tells you that they are not optional in order to get the deal being offered then thats not right.  I was first offered over 17% then when he came back he said he could do the current 13% but I had to take 2 of the accessories.  Let me make this clear to you, I was told that I wouldnt get the deal being offered if I didnt choose the options, 2 to be exact.  That is misrepresentation and I need you to understand that is how your sales manager explained it, put it in front of me and thats the only reason I signed.  If Id have known that I could say no to them and get the same rate I would have and we would be going through this.  You need to not only make this right for me but prevent this from being forced onto other customers.