ComplaintsforMission Hills Hyundai

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This has been going on for over 5 months. I was having a warranty issue with my engine and oil consumption. I went through all the steps . At one point I was told that a flush in my system needed to take place , I arrived to pick up the car with the understanding that a flush took place . it had not and no one told me that . so when the problem started again , they told me they had to do a flush and that is was not done when they said it was. I then finally got the engine replaced and then I was told the warranty doesn't cover the additional items. I was charged an additional 1700 dollars. After the work was suppose to be completed the engine light came back on. at this point I returned the car to the dealership in hopes that the issue would be resolved and then I was told me keys were misplaced. At this point I feel like I am being taken advantage of because I am a woman and they assume I don't know any better.

• Initial Complaint

  07/16/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On May 1st I purhcased a new vehicle. This was my first time buying a car at a dealership. Unfortunately, I learned the hard way about all their tricks and scams. I've been slowly undoing all the extra charges that were added on top of the vehicle price. Not to mention I was told the price of the vehicle was around $19,000 but it ended up costing well over $26,000. One of the things that was added was a $3,500 service program from a company called **************. To cancel this, I filled out a form and got it signed back at the dealership on May 6th. I sent it to ************** and was told that now it was up to the dealership to issue a refund. It is now July 16th and I have not received a refund. I have been to the dealership at least 5 times in person to get this issue resolved. Every time I'm told that the refund will be issued but nothing happens. I am posting this here in hopes that BBB can help and to warn others to not do business with this dealership. I don't really know what else to do aside from taking legal action. I'm sure they do this to other customers and someone has to stand up to them or they will continue to do this.

  Business response

  08/23/2022

  Business Response /* (1000, 13, 2022/08/23) */ CASE #*******: ****** ********, This case has been resolved. Customer has recieved everything he asked and is happy. Please this issue is resolved. Thank you, Mission Hills Hyundai************* General Sales Manager Consumer Response /* (3000, 15, 2022/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The sales manager claims that I am happy, but that is incorrect. I have not received everything I asked for. I was given most of the money back from Smart Autocare, but not the full amount. One of the people that helped me out (**************) refused to answer my questions and directed me to talk to Smart Autocare. But Smart Autocare redirected me back to the dealership. I was sent back and forth and received no answers. Additionally, it took over 30 days to receive any money at all, which breaches the Smart Autocare contract. Even if I did receive a full refund, there's no way I would be happy. I've been worrying about the $3500 for months. It's been in the back of my mind 24/7. It's a lot of money. To make things worse, this was not part of my original complaint but I discovered that I was misled about yet another service I shouldn't have signed up for -- Perma Plate. I was told by ***** and ***** ******** that it covers all sorts of scratches, stains, and spills on the inside of the car. Upon contacting Perma Plate for stains near the AC vents, I was told it is not covered. All plastic components are not covered by Perma Plate. Seatbelts aren't covered. The steering wheel isn't covered. That's a lot of parts not covered considering I was told that Perma Plate covers "everything on the inside". So now I'm in yet another back and forth with an associate at Hyundai to get that refunded. I went a month ago to resolve that, but was immediately turned away in person by **************. She cut me off mid-sentence as I brought up the issue. So now another associate is trying to help, his name is Nick. So far he has only sent me 1 email within the past month. I need to go back yet again and resolve that because no progress is ever made unless I go in person. I'm also consulting with a lawyer who recommends small claims court to get Perma Plate refunded. This dealership already has a history of misleading me so I've been told I have a good shot in court. They lied about another "part" that was on the car, Clear Shield, when it wasn't on the car at all. That was eventually refunded to us. They lied that Smart Autocare could not be cancelled, but I later found out I can indeed cancel it. They lied that we would get free oil for life at the dealership, but it was an additional $895 cost that I had to remove. And now I found out they lied about Perma Plate, which does NOT cover all damages and stains on the inside of the car. Obviously this dealership does not care about customers once they drive the car off the lot.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased a used 2019 Chevy Silverado from keyes mission hills hyundai on May 6, 2022. I received an incorrect vehicle registration with the wrong category of vehicle and the wrong effective date- equating to a $** registration payment for 4 months of registration. I signed the sales documents and finance agreements showing a payoff of my old car loan (2013 Lincoln Navigator through *********** Auto finance) in the amount of $******- while the actual payoff amount was ******. I left my personal University of Arizona license plates on the vehicle and was promised they would be returned. They have not been. I called roughly 5 times, and left numerous voicemails and received no call backs or acknowledgement. I stopped by the dealership in person and was essentially told to pound sand. There is a significant amount of money at play between the payoff discrepancy and the registration error- in addition to the unfulfilled promise of returning a personal plate. Absolutely no effort has been made by the dealership to answer questions or resolve the dispute.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  An extended protection plan was added to my policy against my will and knowledge. The extended protection plan was canceled and Hyundai issued the refund to the dealer on 02/28/2022. Hyundai informed me that the refund would be issued within 10 days. I have been calling religiously everyday and speaking to ***** ******** but just getting the run around. When I speak to Hyundai they tell me to talk to the dealer and that they had already issued the refund. Additionally, I am also awaiting a refund for oil changes in the amount of $*** which was also was added against my will and knowledge. The paperwork was submitted to ***** ******** and I have been avoided since then.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Vehicle purchase date: 3/19/2022 Sales Manager: ****** ***** I worked with the dealership online to purchase 2018 Acura RDX. The unsigned documents was sent to me by fedex which I signed and returned back to the dealership. The dealership indicated that will deliver the car to me after a week. They shipped the vehicle but without any docs or copy of sales contract signed by both parties. I have contacted their finance department, the sales associate who handled the transaction and sales manager mentioned above. After several days with no answer, the sales manager finally texted me and said they sent the docs by overnight courier on 3/30. Until today 4/7/2022 i have not received any documents that shows my ownership of the vehicle or any supporting documents of warranty or CA title information. My loan payment is due in couple of weeks and I yet to be able to drive the car due to this.

  Business response

  05/11/2022

  Consumer Response /* (2000, 9, 2022/05/10) */ you can close this as issue resolved

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Took my new car to get a dent repaired that was covered under warranty on 03/08/2022. They said it would take a day at the most 2. Waiting, on the second day I called and was told my car was on hold until I approved a rate of $230 because fixing the dent would mess the pain job and my car didn't cover that, I was never contacted about this hold. I had to call and ask. Even though I was told it covered dents. I agree to pay the amount and they took my car off hold . They said I would receive it the next day. Called again the next day and they said they needed another day. Going on to day 4. I went again to pick it up. They said it would be ready tonight which was 03/11/2022. I called this morning at 03/12/2022. They said they have no information for me at this time. I called again and I'm being ignored. I just want my car back and I don't understand why I'm being ignored. All giving me the run around. If it's not ready why did they claim 1 say. I could have made arrangements. I'm not sure if it's because I'm a woman that they feel it's ok to ignore me. I've asked to speak to the specialist and I'm being ignored. Still haven't received my car it's been 5 days. I have children and it's a car on Lease so I don't understand why I'm being ignored. I pay $530 total with car and insurance. I just want someone to contact me about my car. I go and I get no help. Please just address this to them so they stop. My service provider was called ******** ********* But it's the dealership that's been ignoring me. I just want my car back. Thank you.

  Business response

  04/27/2022

  Business Response /* (1000, 5, 2022/04/11) */ Assurance warranty needed more picture of the vehicle before they can approve repair, also body shop took longer than expected due to workload. We apologized for the inconvenience.

• Initial Complaint

  03/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  March 02, 2022 Amount Charged $178.00 but removed Business committed to provide verification of warranty coverage prior to performing work on vehicle Nature of dispute is that they did not follow protocol procedures, they admitted to incorrect employee training, and admitted that work was not performed as stated by service advisor nor were any parts changed on the vehicle as stated although they were charging for a diagnostic testing. We were told that they had called the warranty company and that they were advised that the diagnostic test was not covered therefor we were responsible for the cost of $178.00 Upon us calling the warranty company we came to find out that Mission Hills Hyundai never contacted their department to submit a claim on the warranty for a diagnostic inquiry nor did they have any registered calls from this particular dealership since the purchase of the vehicle back in Nov of 2021. Upon speaking with someone from Service management by the name of **** he confirmed that the fuel sensor had not been replaced on the vehicle and that the check engine light had just been turned off by the mechanic and that we would noticed the check engine light come back on. **** also advised that we take it to the Dodge dealership for future repairs as they did not have the knowledgeable mechanics. We spoke with *************s the finance manager for that dealership and was advised that she would be escalating this complaint to upper management and that I should be receiving a follow up call to resolve this issue with in a few days. As, of today no one has reached out to us in regards to this issue. We are concern that this dealer is committing fraud to customers by charging them for services that they are not performing. Therefor we would like to report this business so that they can be investigated for fraud services. Invoice Number XXXXX Date of Service 03/02/2022 Service Advisor ******* ********** ****** ***** Service Manager/ **** is ****** ******** Manager

  Business response

  05/03/2022

  Business Response /* (1000, 5, 2022/04/11) */ Guest was advise that we have a diag fee of $178.00 If the failed component was covered under a warranty that guest purchased we would charge warranty company and guest would not be responsible for that amount. My tech found a poor connection to rear gas tank sensor and reinstalled. Nothing was charged to either guest or warranty company. Dealership Mission Hills Hyundai took care of this repair internally. see document attached. Thank you Consumer Response /* (3000, 7, 2022/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I must say that I disagree to their response because the business is not admitting that they were going to charge the $178 if I would not had questioned it. I had called the warranty company prior and was told that the dealer had not called to open a claim for the diagnostic approval. Upon picking up the vehicle the service tech was charging the amount stated. Plus I was told "THAT THE SENSOR HAD BEEN REPLACED". That is not noted in their response! The reason I decided to submit a complaint is because they failed to comply with maintaining integrity and honesty to wanting to charge for undone repairs. In the process of speaking with one of their "Managers named ******" he admitted to the repairs not being done and and could not explain why the employee wanted to charge me. Now in order for me to be able to use this warranty at another dealership I will need to pay $100 deductible that would of been waived by the warranty company if the services were to be done at Mission Hills HYUNDAI. Unfortunately MISSION HILLS HYUNDAI is not a trust worthy repair dealership and do not believe in proving integrity and honesty to their customers. Therefor it is not a repair dealership that I would feel comfortable to take my vehicle for repairs. Till this day I have yet not received a follow up call from their upper management in reference to this matter since March.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I took my car into dealership on 2/18/22 for diagnostic and service. This dealership was approved by my CarMax MaxCare warranty as a place to go for service. I was told I would receive a phone call by 10am on Saturday 2/19. I didn't. I had to call back myself to find out they couldn't reach my warranty company the day before and that they are not open on the weekends. The customer service rep said he could have my car fixed the same day and returned to me. I didn't want them to fix it before contacting my warranty company first, but I knew the repair would be covered, so I agreed. I was charged $754.20 for an ignition coil replacement (diagnostic, labor, parts). I began having the same issue with my car the following week and took my car back on 3/2/22. As it was a weekday, the dealership was able to reach my warranty company and they charged $655.00. This was for the same repair. Now I'm locked in a nightmare with my warranty company and trying to get my money back for the 2/19/22 service I paid for out of pocket with my promise of reimbursement. They said the dealership overcharged me on 2/19/22 for labor. When I called today to obtain itemized receipts for both service days, I was told someone would call me back. No one did. I don't expect them to ever call me back, so here I am. I feel taken advantage of. I just want to get to the bottom of what I was charged for so that I can be reimbursed.

  Business response

  04/15/2022

  Business Response /* (1000, 8, 2022/04/11) */ Guest was refund the amount of $754.20 on 4/4/22 Consumer Response /* (2000, 10, 2022/04/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I deeply resent the way I had to receive my refund (multiple phone calls, filing with the Better Business Bureau for all three companies involved) I am glad (and shocked) that I have the money back. They tried to steal from me, which will forever feel awful. I have lost trust in all three businesses (Assurant, CarMax and Mission Hills Hyundai).

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Transaction Date: May 14, 2021. Amount Pre-Paid for Services NOT DELIVERED: $ 850 parts (rebuilt "radio assembly" bluelink + $175 labor. Promised delivery date: May 28, 2021. I have called, and stopped at the service counter in-person multiple times throughout the year. Each time by phone, they can't find my order, then there's no manager to answer questions, they have no record of my payment. When I started bringing my invoice in, in-person to the counter, they just assure me they have no idea what happened, they'll contact me when they know something. They NEVER, not once have called. Not to say they're working on it, they still can't get the parts, they have a new estimated date to do the work; they say there's no way of knowing when or if they'll get the part or do the work, but won't refund the payment I made. Desired Resolution? I'd like the work to be done, ASAP. I haven't had a radio, gps, CD player, or the ability to route phone calls through my car for about 9 months now. I'd also like some small compensation for waiting 7 months and being stonewalled by every employee I've talked to since the beginning of June 2021. Some discount, or a portion of the money back, or if they still can't repair the car, some additional compensation in addition to a full refund. I'm wanting to trade in my car for a new car, and this seriously reduces it's value.

• Initial Complaint

  10/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I was given a USB with the copies to I sign. On all the papers I signed I was careful not to sign any that had dollar amounts without him explaining that to me. But none did. He didn't go over with me the financial part. I never saw numbers on the papers. But he duplicate some. I had told them I wasn't going to be interested if I had to pay more than the msrp. I have a text as proof. And the papers have the wrong dates. Because I didn't go sign until the next day 10/02/21 And I first had gone because I had gone to their website. And I thought that price would reflect on the deal but no. And I didn't agree I would put more on my down payment. I don't what kind of deal he made but He didn't show me anything. I'd like if someone can review the agreement with me because I won't be able to afford ****** and plus car. I wouldn't of gone if they could of been honest on the prices they advertise.

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2021/10/22) */ Contact Name and Title: ******* ******* Manager Contact Phone: XXXXXXXXXX Contact Email: **************@******.com We have tried contacting customer numerous times (9) but no answer and voicemail box is full. We are more than willing to address any concerns and remedy the situation in anyway we can if we could just get a hold of her and find out exactly what we can do. Consumer Response /* (3000, 7, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is a lie This matters a lot to me. I spend hours a days searching online for prices online. But I spoke with ******* ******** I wanted to take the car back. I was turned back. I was told there was nothing I could. But I paid 850 for a gap cancellation. I Want to know what I'm paying for. I know I wasn't shown the TRUTH IN LENDING ACT. And they should of made a new contract agreement with me.with the correct date Consumer Response /* (-5, 9, 2021/11/01) */ ***Document Attached*** The price they advertised for the car. Business Response /* (4000, 12, 2021/11/10) */ We regret that it had to come to this but I am looking at her deal now and based upon the price she said we posted on online which is $*****, she actually paid $379 less than the advertised price after rebate. Her final Sales Price on the vehicle was $****** after the $500 factory rebate. The $****** she is referring to is including all payments and interest. We honored the online price and more. I will submit all documents showing that she paid 379 less than advertised price. Consumer Response /* (4200, 14, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I wouldn't be all confused if I had a contract. I just want to see the contract

*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. ↩