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:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer at this ********************** dealership since purchasing my car, and my recent experience has been deeply frustrating and concerning. On 2/8/25, I visited the dealership due to a noise in the front of my vehicle and uneven tire wear on the outer edges. I explained these concerns to the service advisor, and I was informed of a $280 diagnosis fee. Later, I was told there were no issues with my vehicle, which I knew was not true. The technician claimed the tires were wearing evenly and couldn't replicate the noise, but the visible tire wear told a different story.When I confronted the technician about the lies regarding the tire wear, he changed his story, claiming the wear was due to low tire pressure (which was untrue, as I maintain proper tire pressure). Eventually, another service advisor, ***, waived the diagnosis fee, but the situation did not improve. Upon further inspection, I found grease on the drivers strut and discovered the drivers CV axle was leakingissues the technician should have noticed.I returned to the dealership on 2/18/24, where the service manager (*******) and the shop ******* confirmed the issues with my vehicle. ******* promised to personally handle my case and submit a paint claim to Hyundai, but after weeks of no updates, I called and received no response. Finally, on 3/13/25, I learned that my CV axle replacement had been approved, but there was no progress on the paint claim, which ******* had failed to submit.I spoke with the service director (**** ***), who apologized and promised to resolve the issue, but when I returned, nothing had been done. He also told me he wasnt obligated to offer any resolutions, The entire experience has been filled with lies, poor communication, and disrespect, and I fear this might be a pattern affecting other customers as well. This is unacceptable, and I want others to be aware of the deceptive practices at this dealership.

  Business Response

  Date: 04/17/2025

  Hello *******, we have a pending case with BAR with this client.  I have attached the documents for your review which are the same I sent to BAR, and I am meeting with them on Friday, and I strongly believe this will be an open and closed case as we been more accommodating to this client.  On top of this we are also going to assist the client to get her vehicle paint issues corrected with the factory as a goodwill.  Our client purchased parts suggested and we installed them at no cost to her purely for customer satisfaction. I don't really understand where they are going this or trying to do here.
  
  Thank you,
  

  
  

• Initial Complaint

  Date:03/07/2025

  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.

  We leased a car from Dublin Hyundai on December 7, 2024. We live out of state, and paid for the car to be shipped from CA to **. I paid $1289 for this shipping. The car was shipped without any paperwork or temporary plates. As a result, we have not been able to use it for over 4 months. We have had dozens of communications with sales agents, managers, and finance staff at the dealership, as well as representatives from Hyundai Finance (the leasing company). At the 3 month ***** the car is still not drivable. We need Hyundai to provide us necessary paperwork, including a power of attorney to register the car in **. We also agreed to a $403.55 difference (via email dated Jan 31 attached here) that was to be repaid to us via check in order to readjust the lease agreement in January. That check was never sent despite multiple communications and reminders. Since the new lease document, we have made two monthly payments on the lease of $566.62 without being able to drive the car. I am seeking at least the $2,825.79 that was spent to date on a car I cannot use to be repaid to me. In addition, I have spent at least 4 hours in person at the local DMV and countless hours on the phone with Dublin Hyundai, Hyundai ************* customer service, and ********************** Finance customer service.

  Business Response

  Date: 04/09/2025

  Hey ******,
  
  We have already called the customer and sent him multiple items to help with register the vehicle in his state of **. The bank Hyundai Lease and Trust the title holder so he needs to contact the bank for Power of Attorney. Attached are the documents that we sent over and have been done for a few weeks now. Also is a check we sent to Hyundai Lease (his lienholder) for any overages or money we promised him. Let me know if you have any questions or need any help from me. I have called the customer personally and offered my direct cell if he has any issues or concerns. 
  
  Thanks,
  

  
  

• Initial Complaint

  Date:02/14/2025

  Type:Order 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 September 23, 2023 we purchased a 2024 Hyundai Tucson from Dublin ******. We purchased an 84000/100000 mile Port VSC extended warranty. We have since sold the car and early December we went to the dealership and filled out the cancellation form and brought our title with us to prove we owned the vehicle outright. They took all the paperwork and gave us a copy. However we have never heard anything back from them. We have contacted them on several occasions inquiring about our warranty refund and the only thing we hear is they don't have the money back yet and they "will call us on Monday with more info". Well Monday has come at least 3 times and we never hear anything from anyone. Everytime we call and inquire I am told we are speaking with the finance manager and he says the same thing everytime. This is OUR money and it feels like they are playing games with us.

  Business Response

  Date: 03/12/2025

  Dear Ms. ***************** just received notice of this complaint today.  March 12, 2025.  Copy attached.  The response date states that a response is due tomorrow, March 13, 2025.  Our review of the complaint indicates that we have issued the refund that the customer has referred to and is wanting as a resolution to this complaint.  That refund check has cleared our bank on March 3, 2025.  Therefore, we believe their complaint is likely resolved.
  
  Please accept this email as response to this complaint.
  
  Please contact me with any questions. 
  
  Thank you,
  *****
  

  
  

  Customer Answer

  Date: 03/19/2025

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

• Initial Complaint

  Date:11/19/2024

  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.

  On July 7, 2024, I purchased a vehicle warranty for my car from Dublin Hyundai for approximately $3000.On September 23, 2024, I initiated a request to cancel my vehicle warranty with Dublin Hyundai and ****************** and sought a refund. Despite providing all required documentation and making multiple follow-ups, both businesses have failed to process my request in a timely manner or adhere to their commitments.I submitted the Product Cancellation Form on September 23, 2024 and I also provided Proof of Loan Payment confirming my eligibility for the refund.****************** informed me that they are ready to process the refund upon receiving a single cancellation request from Dublin Hyundai.I paid approximately $3,000 for the vehicle warranty, which I am now requesting to be refunded due to cancellation.Dublin Hyundai assured me that the cancellation would be processed within 4 weeks. After this timeline elapsed, they cited the existence of an "open claim" as the reason for the delay.I resolved the "open claim" with Warranty Solutions as instructed, yet Dublin Hyundai continues to delay, citing vague and inconsistent reasons.Dublin Hyundai has failed to submit the necessary cancellation request to Warranty Solutions, effectively blocking the refund process.Warranty Solutions has made it clear they are prepared to proceed but cannot do so without action from Dublin Hyundai.Despite my repeated attempts to communicate with both Dublin Hyundai and Warranty Solutions via email and phone, there has been no substantial effort from either business to resolve this issue.Dublin Hyundai has shown a complete lack of accountability or urgency in addressing this matter, and the delays have now spanned almost two months.I request the Better Business Bureau's intervention to ensure:1. Dublin Hyundai immediately submits the required cancellation request to *******************2. Warranty Solutions processes my refund without further delay.

  Business Response

  Date: 11/30/2024

   

  Dear Better Business Bureau and *******,
  
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience caused by the delay in processing your warranty cancellation and refund.
  
  
  As per our cancellation policies, it can take up to 60 days to receive a refund check after the cancellation request is processed. Based on your cancellation request date of September 23, 2024, the 60-day period extended to November 22, 2024. We deeply regret that you have not yet received your refund, and we understand how frustrating this delay has been for you.
  
  
  We will follow up on Monday to confirm the status of your refund and determine when the check was mailed to you. If we find that the refund is still in process, we will expedite the matter by cutting a check immediately and sending it to you via ***** overnight delivery.
  
  
  We value your business and are committed to resolving this matter as quickly as possible. Please feel free to reach out to us directly if you have additional concerns or questions.
  
  
  Sincerely,
  **** *********
  General Manager
  Dublin Hyundai
  
  

  Customer Answer

  Date: 12/02/2024

  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,
  
  ******* ******

• Initial Complaint

  Date:08/08/2024

  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.

  On August 3, 2024, I purchased a 2023 Hyundai ***** Fe, VIN ***************** gray in color at Dublin Hyundai Genesis. The vehicle was advertised as Hyundai Certified vehicle with ****** miles with zero accident, as written on CARFAX this vehicle was a corporate vehicle used by Dublin Hyundai.Unfortunately, as I closely inspected the vehicle when I arrived home, I discovered the right rear door and right rear quarter panel of the vehicle has been repainted. On August 7, 2024, I took the vehicle to a body shop, Bay Colors in *******, ** and have them inspect the vehicle. I am disappointed on what I was told, the right rear door has been repainted and repaired with Bondo, they showed me cracks on the door this was not disclosed when I purchased the vehicle. To resolve the problem, I would appreciate a complete refund on what I paid for the vehicle including tax, exact amount $29,601.57 or my check number ********* from Bank of America returned to me.

  Business Response

  Date: 10/14/2024

  Dear Better Business Bureau,
  

  We appreciate the opportunity to respond to the complaint regarding the purchase of a 2023 Hyundai Santa Fe by **** *****..
  

  After thoroughly investigating the matter, we would like to clarify that the vehicle was not involved in any accidents. One panel was scratched and painted and the second panel was painted to ensure proper blending of the paint. The cost of these repairs did not exceed the threshold that the law requires for disclosure.
  

  To address the customer's concerns, we took the vehicle back and facilitated the return process. Our priority is to ensure customer satisfaction and resolve issues promptly.
  

  We thank **** for his understanding during this process and appreciate the Better Business Bureau for allowing us the opportunity to resolve the situation.
  

  If further information is required, please feel free to contact me directly.

   

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

  General Manager 

  Dublin Hyundai

• Initial Complaint

  Date:08/05/2024

  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.

  I bought a car from this dealership in February, a week after it began to have problems and they werent able to fix it. In June my engine started to have problems and I had to get it towed over there. I still dont have my car because they wont fix it. They ignore my calls and connect me to other customers somehow. The times they do answer my call (which is rarely), they tell me my car is still pending or that their site is down so they cant see the status of my car. I had to start calling them with other peoples phones because they would put me on hold and hang up. Im making payments on a car that I havent had. Ive showed up to the dealership to get actual answers and talk to a manager but that did not help speed up the process. When I tell them how long my car has been there for they laugh. At this point I want a full refund and get a new car. I do not trust them with my car anymore. Their customer service is terrible, Im not sure whos in charge over there but they are not doing a good job. Its unacceptable and extremely unprofessional.

  Business Response

  Date: 10/14/2024

   

  Dear Better Business Bureau,
  

  We would like to thank you for bringing this matter to our attention. We take customer feedback seriously and strive to resolve all issues promptly.
  

  Regarding the complaint from ***** ********, we have taken the necessary steps to resolve the situation. We replaced the vehicles engine free of charge to address the ongoing problems the customer experienced. The delay in the repair process was due to the engine being on back order, which extended the time it took to complete the service.
  

  We sincerely apologize for any frustration caused during this process and appreciate the customers understanding as we worked through these challenges. Our commitment to improving communication and customer service remains a top priority.
  

  If there are any further questions or if additional information is needed, please feel free to reach out to us directly.
  

  Thank you for your continued support.

• Initial Complaint

  Date:06/05/2024

  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.

  I'm in the market for a car and ran across an electric car I found online (carfax.com). I emailed stating I was interested and "Arman" reached out to me via text. He sent me a link to get pre-approved which I completed moments later. He reached back out that day and said I was approved and wanted to send the car to me with necessary sale contract but I told him I'd like to shop for auto insurance before actually buying. He tried to push a one month "in-house" insurance for $200 which I declined, opting for permanent insurance before I purchase. He tried to pressure me still to which I refused and then sent me information for his preferred ok insurance agent at AAA. She wasn't friendly when I called, and seemed to want to get off the phone. As soon as I mentioned that I sometimes drive for Uber for extra money she stayed that she can't write a policy for me cause of this and declined to speak to me any further. I found that **** actually insures every ride that anyone does for them and called her back to let her know that I would not need a commercial policy and a personal policy was all I needed. She ran some numbers and quoted me $2+ down and $550+ monthly for six months. I informed her that I found that to be extremely high and she quickly ended the call. After finding more reasonable quote through Progressive ($130 monthly) I found the car was no longer available. I reached out to Arman multiple times with no reply. In the days following I found a car on a different lot I liked and called Arman again to get the lender that approved me contact information. No reply. I've since called and left messages for the Sales and General Manager's numerous times and no reply from anyone. Since they did run my credit I feel I have a right to speak to the lender that approved me, and use that approval elsewhere, regardless if I buy one of their car's or not.

  Business Response

  Date: 10/15/2024

  Dear Better Business Bureau,

  Thank you for bringing this matter to our attention. We take customer concerns very seriously and appreciate the opportunity to respond to the points raised by **** *****.
  

  1. Pre-Approval Process & Communication:
  We regret that **** felt pressured during the car-buying process. Our teams intention is to assist customers in making well-informed decisions, not to rush or pressure them. We have reviewed this situation with the our team member and have provided additional coaching to ensure better communication and support in the future. We apologize for any inconvenience caused.
  

  2. Insurance Recommendation:
  We do not offer "in-house" insurance and have no affiliation with any particular insurance agent or company. It appears there may have been some confusion during the communication about available insurance options. While we do sometimes provide information about third-party insurance resources as a courtesy, and the customers are under no obligation to use them. We regret any inconvenience caused by this misunderstanding.
  

  3. Vehicle Availability:
  We understand how disappointing it is to lose out on a vehicle, especially after receiving pre-approval. Due to the fast-paced nature of our inventory, vehicles can sell quickly. We acknowledge that our communication following this was not as timely as it should have been, and we apologize to **** for the delay in responding to his inquiries. We are committed to improving our follow-up process to provide better service in the future.
  

  4. Lender Information:
  In regard to the lender and pre-approval, its important to note that the pre-approval provided to **** was specific to the vehicle he was interested in and based on the particular deal structure of that purchase. The pre-approval was not a blanket approval for any vehicle. The financial institution that approved the credit was ******************. We apologize for any confusion around this process and any delay in sharing this information.
  

  Resolution:
  Our Customer Relations Manager, ******, has reached out to **** to address these concerns directly. **** indicated that he is still in the market for a vehicle and plans to contact ****** if he finds another vehicle of interest in our inventory. We are committed to assisting him throughout this process.
  We appreciate the opportunity to address this matter and are working to improve our communication and service practices. Should **** or any other customer need assistance with unresolved issues, we encourage them to reach out to me directly or our customer relations manger ****** *****. 

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

  General Manager 

  Dublin Hyundai 

• Initial Complaint

  Date:04/26/2024

  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 purchased a new car from Dublin Hyundai in Dec 2024. The dealer only provided DMV with my physical address and did not provide the mailing address. Please note that **** does not deliver mail to the physical address. Thus, I never received the title which was presumably returned to DMV.I have text records showing that I reminded them (and they acknowledged) multiple times that they needed to provide the mail address. They have done nothing to fix the situation and have refused to provide me or DMV a letter admitting to their mistake. Now I have a new car without any title.

  Business Response

  Date: 10/19/2024

  Dear Better Business Bureau,
  
  I am writing to address the complaint filed by Mr. ******* regarding his vehicle purchase from Dublin Hyundai in December 2024. We take customer feedback seriously and appreciate the opportunity to clarify our actions in response to this matter.
  
  First and foremost, I would like to extend my sincere apologies to Mr. ******* for the oversight concerning the mailing address provided to the **** Our finance manager did not follow through on Mr. ********* request, and this has led to significant inconvenience for him. We acknowledge this error and are truly sorry for any frustration it may have caused.
  
  In response to the complaint, our Customer Relations Manager, ******, contacted Mr. ******* directly. During their conversation, she apologized for the lack of follow-through by our finance manager and addressed his concerns. ****** explained how to get a new title issued with the correct mailing address and provided all the necessary information he would need to complete this process, clarifying that he is the only one who can make this change since the title has already been issued.
  
  Additionally, to further address his concerns and as a gesture of goodwill for the trouble this situation has caused, ****** offered Mr. ******* a complimentary accessory of his choice for his car. We hope this helps to alleviate some of the frustration he has experienced.
  
  We are committed to improving our processes to prevent similar issues from occurring in the future. Mr. ********* feedback is invaluable in helping us enhance our service.
  
  Thank you for your attention to this matter. If you require any additional information or documentation, please do not hesitate to reach out.
  
  Best regards,
  
  **** *********
  General Manager   
  Dublin Hyundai
  **************
  ***************************************
  
  

  Customer Answer

  Date: 10/19/2024

   
  Complaint: 21630587
  
  I am rejecting this response because: I appreciate the recent communication from Dublin Hyundai.  However, the fact remains that I still have not received the title for the vehicle (10 months after the sale). I will not be satisfied until this occurs.   
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/23/2024

  Dear Better Business Bureau,
  

  I am writing in response to the complaint filed by Mr. ******* regarding the issues with his vehicle title after purchasing a car from Dublin Hyundai in December 2023.

  To clarify the situation, we have attached the following documents to demonstrate that Mr. ******* is the current owner of the vehicle:
  A copy of the title transfer paperwork, which includes the physical address provided and signed by Mr. ******** Notably, the mailing address section was blank. Additional verification documents showing Mr. ********* ownership of the vehicle.

  Furthermore, we would like to address another aspect of this matter.During the transaction, Mr. ******* used the provided out-of-state address to claim exemption from California sales tax, as he stated the vehicle was for use outside of *********** According to the ********************************************** (*****), a physical address is required for such an exemption;they will not accept a P.O. box for out-of-state tax exemptions.
  

  Upon further investigation, we also discovered that the physical address listed by Mr. ******* does indeed receive mail, as confirmed by the ******************** Therefore, the issue does not stem from an incorrect or invalid address on our part. I have attached the post office Delivery Point Verification. 

  
  Additionally, Mr. ******* had requested a duplicate title from the *** approximately three months ago. If this request was denied by the ***, it would likely be due to the use of a P.O. Box, or because Mr. ******* was unable to provide proof that he resides at the physical address he provided to us at the time of purchase.
  

  At this point, there is nothing further we can do for Mr. ******** We have completed the title transfer paperwork correctly, and the vehicle has been titled in the customer's name. Since the title is under Mr. ********* name, he is the only one who can request a duplicate title from the ***. We have provided all the necessary information, and any further action must be taken by Mr. ******* directly.

   

  Regards,
  **** *********
  General Manager
  Dublin Hyundai

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 21630587
  
  I am rejecting this response because: The response is not factually correct.  I find it a bit annoying that Mr. ********* claims that mail can be delivered to my physical address. I would have the title now if this were the case!  I have lived here for over six years and know for a fact that mail is not delivered here.  I am willing to bet the purchase price of the vehicle on this.  BBB can verify this by trying to send me mail; it will be returned. 

  I regards to the transfer paperwork, Dublin Hyundai is aware that I was told to not make any changes to the paper work.  The fact remains that their finance department did not add the ** Box as requested multiple times.  I am attaching a screenshot showing one of the reminders to include the ** Box which was sent to their salesman, **** ********, along with his acknowledgement.

  Finally, Mr. ********* can try to assist me by providing a letter stating that the omission of the ** Box occurred so that this can be provided to the DMV.  I will note that this was requested in my original communication to the BBB.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/29/2023

  Type:Product 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 have cancelled my ************* on July 17 2023 with Portfolioco and the cheque not send to the Lien holder and i Visited Dublin showroom,********** on Nov 11 2023 and the finance department told that *********** got the ************* amount from Hyundai showroom and will process the cheque amount to the customer with in 2 weeks. I was trying to reach the ****************** last 2 week and unable to reach anyone and left multiple voice messages and nobody responded yet I need to know when soon I'll receive my cheque amount of $750 mailed to my address and attach Portfolio cancellation form and cancellation form submitted from Hyundai for your reference.

• Initial Complaint

  Date:09/05/2023

  Type:Customer Service 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 dropped my Hyundai vehicle off for repair at the Hyundai service center on 8/16/23. I was told at this time that loaner cars were currently unavailable, but that I would be placed on a waiting list, which I agreed to. On 8/17/23 I heard back from Chance, telling me that the part I need is on back order so it would be an undefined amount of time before my car was repaired, which I understood. I was told I would receive another call when a loaner vehicle became available.After waiting several weeks with no notification, I called on 9/5/23 to check on the status of my vehicle as well as the loaner vehicle. After speaking with a representative I learned I was never even placed on the waiting list for a loaner vehicle. I had to once again request to be placed on the waiting list after several weeks without a car.

  Business Response

  Date: 10/19/2024

  Dear Better Business Bureau,
  
  I am writing in response to the customer complaint regarding Xochitl's recent experience at Dublin Hyundai. We sincerely apologize for the inconvenience caused by the lack of a rental vehicles and the delayed response to her concerns.
  
  Upon reviewing the situation, we believe Xochitls account of events. Unfortunately, we are unable to verify the specific details due to the service advisor who handled her case no longer being employed by the dealership. The only documentation we have is the Repair Order (RO), which shows that her vehicle was dropped off on 8/16/2023 and that a rental request was made on 9/29/2023.
  
  We deeply regret that ******* was not provided with a rental vehicle in a timely manner. It is our standard practice to arrange additional rentals through one of our contracted rental agencies when our in-house fleet is unavailable. The only reason a rental would have been denied is if her vehicle was still drivable at the time. In such cases, the manufacturers warranty does not cover rental vehicles while a part is on backorder if the vehicle is safe to drive. ******* would need to return to the dealership with her vehicle when the backordered part arrives, and at that point, a rental would be provided while her vehicle is being actively repaired. If the vehicle was undriveable, then it is because our service advisor did not follow through on her request.
  
  To address the issue and find a resolution, our Customer Relations Manager, ******, personally reached out to *******. ****** listened to her concerns and extended a goodwill offer to cover Xochitls next service at no cost. While ******* was very polite, she expressed that she would not be visiting the dealership again and declined our offers to cover her future service visits.
  
  We acknowledge that we fell short in our communication and service, and for that, we are truly sorry.
  
  Thank you for your time and attention to this matter. We are available for any further questions or clarifications.
  
  Sincerely,  
  **** *********  
  General Manager  
  Dublin Hyundai  
  **************  
  ***************************************