Complaints

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

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  Riverside Metro Auto Group, LLC

  8330 Indiana Ave Riverside, CA 92504-4042

• 

  Riverside Metro Auto Group, LLC

  8001 Auto Dr Riverside, CA 92504-4101

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:04/02/2024

  Type:Customer Service 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 am writing to formally file a complaint regarding the unsatisfactory service I received at Riverside Hyundai concerning my 2012 Hyundai Veloster. On 2/19/2024 , I brought my vehicle to their facility due to a starting issue and encountered significant inconvenience and financial burden as a result of their actions.Upon arrival, I was charged $91 for diagnostics, which I expected to be a standard procedure. However, I was shocked when I was presented with a quote of $13,000 to replace the entire harness of my vehicle. Despite my clear communication that I am a student with financial constraints and my primary concern was to have my car operational, Riverside Hyundai persistently attempted to persuade me into purchasing a new vehicle from their dealership.Unfortunately, Riverside Hyundai failed to address my concerns adequately and did not conduct a thorough diagnosis. It was only when I decided to seek assistance elsewhere and towed my vehicle to a local shop that the actual issue was identified. The problem was a faulty crankshaft sensor, a relatively minor repair that did not warrant the exorbitant expense proposed by Riverside Hyundai.This experience has caused me significant inconvenience, financial strain, and loss of trust in Riverside Hyundai's integrity and professionalism. Therefore, I am requesting compensation for the following:Reimbursement of the $91 diagnostic fee charged by Riverside Hyundai.Reimbursement for any expenses incurred as a result of Riverside Hyundai's misdiagnosis and unnecessary repair quote.Compensation for the time and effort expended in resolving the issue at a different establishment.Compensation for the distress and inconvenience caused by Riverside Hyundai's actions.I kindly request that the BBB investigate this matter and facilitate a resolution that includes fair compensation for the damages incurred.

• Initial Complaint

  Date:10/29/2023

  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 purchased a vehicle and was told new features were placed A fresh paint job, a new battery, etc.My paint begin to chip a month after I purchased my car, which I purchased in December of 2022. It is a 2020 Nissan Sentra.Just recently, in October of 2023, my battery died. I was told it was never replaced as it was from 2020.

  Business Response

  Date: 11/13/2023

  Monday, November 13, 2023 
  Ref: ID ******** 
  Dear *******, 
  You recently contacted the Better Business Bureau (BBB) and submitted a complaint regarding your 2020 Nissan Sentra. In reviewing your complaint and our records. 
  My findings indicate that your last service visit to our dealership was on January 02, 2023, there are no additional service records on your vehicle other than you picked up a bottle of touch-up paint in March 2023. 
  Your vehicle was here in January of 2023 for an Interior and Exterior detail, and a spot cleaning of your headliner and front passenger handle area. You had a concern stating your parking brake would not hold at times when applying and a squeaking noise heard when reversing. We were unable to inspect these concerns and a return appointment was rescheduled, which did not occur. When you purchased the vehicle, the "key" battery was replaced. not the vehicle battery. The vehicle battery' was serviced prior to your purchase. While all batteries weaken or lose performance over time, seasonal temperatures such as high heat. brutal or intense cold, excessive use of vehicle accessories such as leaving headlights on, parasitic draw, loose or corroded connections, etc. can shorten the life of any battery. 
  In regard to your vehicle paint, there are no records of the vehicle being repainted or sent out for repainting. This is the first time we have heard of a paint-related concern. Loose stones and pebbles are one of the biggest offenders when it comes to vehicle damage. especially on the front of the vehicle which is the most susceptible to daily bombardment from little stones, rocks, gravel and other road debris being flicked backwards from tires of vehicles traveling in front of you. Bird droppings, harsh cleaning chemicals, automatic car washes, etc. there are a number of reasons for possible causes of chipping. This is the You are welcome to return to the dealership and we can look at your paint chipping concerns to determine a possible cause of the issue. 
  Whether the vehicle is new, certified or pre-owned: the warranty or extended warranty does not cover wear and tear items, abuse. neglect or damage. We are unable to 
  We are sorry to learn you are not satisfied with your Nissan Sentra. Riverside Nissan strives to provide great ownership , experiences both before and after the purchase or service of a vehicle, but we are not able to assist in all cases. Best regards, 
  *********************** Guest Experience & Owner Loyalty Manager CommunitylNblic Relations Coordinator 
  www-RIVERSIDEMIETRO.com *******************, Riverside, ********** ***** Phone: ************** 
  

• Initial Complaint

  Date:05/10/2023

  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.

  This Dealership knowingly falsified my Loan application to get me approved for a loan. Once I became aware of it I contacted them to let them know that they lied about my down payment. The higher up that I talked to said “I know the law, I know what we did, get a lawyer and we will see you in court”

  Business Response

  Date: 05/19/2023

  Riverside Metro Auto Group strives to provide a great ownership experience both before and after the purchase of a vehicle. We are always saddened to learn of circumstances that fall short of quality service.  While we hope customers reach out to us sooner rather than later, we are committed to helping our customers to be satisfied with their dealership experience. 

  Mr. ***** is being unreasonable, has had his vehicle now for two years and California law does not provide for a "cooling off" period or other cancellation period for vehicle lease or purchase contracts, Mr. ***** also declined the 2-Day Contract Cancellation Option. 

  Mr. ***** did speak with our Dealer Principal and during that conversation was not reasonable nor was he being realistic nor open to the idea of conversation or resolution during that phone call. 

  Should Mr. ***** wish to have a reasonable conversation towards a possible resolution, he may reach out to me at ###-###-####. 

  ******* ****
  Public | Community Relations Manager

• Initial Complaint

  Date:04/25/2023

  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.

  In January of 2023 I went back to Riverside Metro Auto Group to purchase my leased vehicle. They were insistent on charging fees I didn't agree with. They said it was required I do a vehicle certification which cost $3200.00 in which case they did absolutely nothing. In addition, they wanted to give me gap insurance which I didn't need and somehow still charged it. I was however able to get that fee credited through my new finance company which was over $600.00. I have leased two cars through this dealership and now because of their misleading actions will not be buying anything from them again and will be filing as many complaints about them as I can to hopefully protect future consumers.

  Business Response

  Date: 05/12/2023

  Wednesday, May 10, 2023 Ref: ID 19982436

  Dear ***********, 
  *********** *********** ***** ****** **** **** *********** ** ***** 
  Riverside Volkswagen strives to provide a great ownership experience both before and after the purchase of your vehicle, this includes lease buy-outs; as our customers are our most important assets, we do value your opinions. We are sorry to learn that elements of your purchase experience did not meet your expectations. We're always disappointed to learn of circumstances or conditions that fall short of our expectations for quality guest service. Your comments have been reviewed and steps are being made in an effort to limit/prevent similar instances from occurring to other guests in the future. 
  The fee which, again was disclosed, consists of a dealer transaction fee of $982.00. This fee is the cost to the dealership for processing all aspects of the loan including but not limited to running credit, submitting to the bank(s), converting a lease into a purchase with manufacturer, being an advocate for the consumer and obtaining the lowest rate possible. Our sales department will also charge a fee for a service inspection, CPO Certification, mini-detailldetaillcarwash, rental car (if needed/applicable), a full tank of fuel and two oil changes. 
  Your vehicle received an extension of its bumper-to-bumper warranty for 1 additional year or 12,000 miles whichever occurs first as part of the VW Certification Pre-Owned. Your vehicle arrived with its check engine light on which was diagnosed and repaired at no additional charge to you (your vehicles would not have qualified for certification otherwise), along with your concern for the Apple Car Play during our inspection. 
  California law does not provide for a "cooling-off" period or other cancellation period for vehicle lease or purchase contracts and Mr. *********** declined the 2-Day Contract Cancellation Option. We are saddened that Mr. *********** is unhappy and feels he was misled, we are committed to helping every guest to be happy with their purchase, but we are not able to assist in all cases. Should he need additional clarification he may contact the Sales or Finance Department at ###-###-####. 
  Best regards, e PIA 
  ******* **** Community | Public Relations Manager 
  

  
  

  Customer Answer

  Date: 05/13/2023

   I am rejecting this response because: Dear Sir, Thank you your prompt response to this matter. I'm not disputing your $990.00 fee for all you did in processing my loan. I just don't feel the cost of $3200.00 is justified for a certification fee furthermore certification is not by law mandatory and I expressed this to your leasing manager in addition to not wanting Gap insurance added to my loan which they did anyway. I was able to have the Gap insurance of $680.00 applied to my loan after having it canceled. I usually don't complain and can't stand confrontational events however I just wanted to make you aware of what took place and how unhappy I was with the whole experience with your sales team. It's not a big deal there are plenty of Volkswagon dealerships to choose from I just won't be returning to yours nor will I be referring your company to anyone else. Thank you for your time.

   

  
  
  

  
  

• Initial Complaint

  Date:02/12/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/6/23 I contacted Riverside Volkswagen I spoke with their Internet Manager ********* whom I notified of my interest to buy a specific car (2018 ****** ******) that I saw online on the ********.********.com website costing $11,588.00. ********* confirmed that they work with perkspot.true.com website. She asked for the stocking number, she notified me that vehicle was not ready to show she advised me to go in to look at other vehicles. Upon arrival at V W Riverside I asked for *********, she then introduced me to **** for assistance. **** showed me a 2016 ****** ****** which I declined, he then told me that the 2018 ****** ****** I preferred was going to be ready on following day Tuesday 2/7/23. **** said the vehicle was at Nissan service & would be ready following day. I provided the requested documents, **** started the process, he notified me that due to my credit the vehicle I could qualify for would have to be $12,999 & under. **** came back to us (Me & my mom) with a contract & Finance Manager *** to my surprise price quoted for the vehicle was higher than what was online, I asked why their price was higher than online **** stated he didn’t know anything about that website. I showed them the vehicle details online **** & *** both said their offer was better than online one even though online it was less. They asked me to sign the contract I told them I wasn’t comfortable signing a contract for a vehicle I didn’t see or test drive. **** assured me the vehicle would be ready following day and I would get a call as soon as it was ready. Tuesday I got a call from ********* stating the vehicle wasn’t ready, she assured me it would be ready on Friday. On Friday 2/10/23. Friday I got a call from ********* notifying me that the vehicle was ready and she scheduled for me to go in at 3pm Saturday 2/11/23 to finalize. On 2/11/23 I went to finalize the purchase **** laughed & told me he sold the vehicle on Thursday & referred us to another sales associate to assist

  Business Response

  Date: 02/21/2023

  You recently contacted the Better Business Bureau (BBB) and submitted a complaint regarding a purchase of assistance with locating you a replacement vehicle. 
  Our dealership sells vehicles that are mass-produced by one party, shipped by a second party, advertised by a third, registered, licensed and tagged by a fourth and so on and so forth; the same process sadly applies to Parts and Accessories. It is our job to make the transaction come together pleasantly and professionally. 
  I am sorry that elements of your sales process did not meet your expectations; unfortunately, we are unable to hold vehicles, any vehicle that is not contracted is available for sale; additionally, we have five franchises that have access to our full pre-owned inventory. In this particular case while Mrs. ***** did not want to contract a vehicle that had not been completed, another one of our stores had a customer that opted to contract the vehicle to secure it, once the vehicle repairs were completed, they came and test drove the vehicle and found it to their liking, continued with the purchase thereafter, thus taking possession of the vehicle. While speaking with *********, the call-in question was on the 8th at which time the vehicle was still available. 
  This option was explained to Mrs. *****, however, this is not something that is forced upon any guest. Our Sales & Finance Departments worked diligently to get an approval for Mrs. ***** based on credit score and other factors. We are not the financial institution that dictated the terms or the parameters, this is outside the dealership purview. Moreover, in regard to the quote, in speaking with *********, there was no specific quote emailed; rather you were informed you would be able to purchase the vehicle at list price, plus any accessories added or already installed on the vehicle, plus any applicable taxes, licensure and DMV fees. Everyone must pay for tax, license and DMV fees when purchasing or leasing a new or pre-owned vehicle; these fees are a requirement of the state of California. 
  Riverside VW is committed to providing excellence when helping customer to be satisfied with their sales experience. We are always saddened to learn of circumstances that fall short of a quality guest experience both before or after the purchase of a new, pre-owned or CPO vehicle and we do strive to provide a great ownership experience, but we are not able to assist in all cases. 
  We feel that we have done everything asked and have gone above and beyond to help Mrs. ***** to get an affordable vehicle within the guidelines of per particular situation, however, she opted not to move for**** with securing the vehicle. 
  Best regards, 
  
  ******* **** Public Relations Manager 
  *********** ************ **** ******* ******* ********** ********** ***** ****** ***** ******** 

  
  

• Initial Complaint

  Date:12/21/2022

  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.

  Message: Complaint ID: ******* First Name: ******** Last Name: ******** Email Address: ******************* Phone Number: 9517871941 Address* **** ******* ***** *** City: ******** State: CA Zip/Postal Code: ***** Country: USA Category: Accreditation Description: Bought certified pre owned vehicle that had 3 yr warranty on 7/24/20. I took car back on 10/1/20, as it seemed to drag and not accelerate. Car was brought into dealer on 4/1/21, after several complaints and the transmission was replaced with a new transmission. On 5/11/21, I went back as vehicle had lack of power and would slow down and eventually drive ok, car seemed to drive with same original problem. On 12/1/22 check engine light came on and I took vehicle in and was told it needed a harness on passenger side and some kind of r connector is loose. Sign of an accident to rr. Connector is not sold separately from manuf. harness is only available option. Cost to repair would be $5;482.26. My car has never been in an accident since I owned it. Desired Outcome: Fix my car, honor the warranty, or give me the money that I paid for the car back. Consent to the collection: True

  Business Response

  Date: 01/17/2023

  Dear ********,
  
  You recently contacted the Better Business Bureau (BBB) and submitted a complaint regarding a refund as well as a repair completed to your vehicle, a 2016, Nissan Versa. In reviewing your complaint and our records. 
  My findings indicate that you purchased your vehicle at approximately around 58,000 miles. The vehicle purchased was indeed a CPO (Certified Pre-Owned) vehicle; The new car bumper to bumper warranty ceased at 3 years/36,000 miles whichever occurred FIRST. The vehicle had a 5 year or 60,000 miles Powertrain Warranty this too is 5 years from the date originally sold as new and also expires whichever occurs first. The vehicle had a Limited Powertrain Warranty as part of the CPO warranty and is valid for 3 years or 100,000 miles whichever occurs first. The CPO warranty for your vehicle ceased on 01/01/2023. 
  Your vehicle came in for drivability concern and a repair was completed under the CPO warranty on 03/31/2021 to correct the concern. You returned on 05/11/2021 with a drivability concern, however the technicians were unable to find/duplicate the concern and there were no error codes in the computer. Your vehicle did not return to our facility for any other concerns until 12/01/2022 with a CEL (Check Engine Light) illuminated. Whether the vehicle was involved in an accident, struck while stationary, bumped into, etc. there is evidence of damage that is not consistent with normal wear and tear and as such due to the damage found, the manufacturer will not approve any warranty repairs as your warranty does not cover abuse, neglect, outside influence or damage. The technician found that the right rear taillamp assembly does not sit correctly within the housing and while operable and the connector is broken and will need replacement. Nissan does not sell this item as a separate component; thus entire harness will need to be replaced. Moreover, harnesses are not a covered component under the CPO Warranty. 
  Nissan North America remains firm on their decision of denial to authorize the dealership to repair the vehicle based on these findings. Mrs. ******** is welcome to contact Nissan North America on her own for assistance with the repair to see if she receives another outcome, however, Riverside Nissan will not issue a refund as there was no Extended Warranty purchased. Mrs. ******** has also benefited of having purchased a CPO vehicle as she received exhaust repairs, front brakes (a wear and tear item that is not usually covered), throttle body repair and a transmission replacement due to the coverage of the CPO warranty. Additionally as a good faith gesture, Mrs. ******** was not charged the diagnostic fee to determine the cause for the CEL. 
  Whether the vehicle is new, certified or pre-owned; the warranty does not cover abuse, neglect or damage. Best regards, frtil-A44 
  ******* **** Guest Experience & Owner Loyalty Manager Community Public Relations Coordinator W********************** **** ******* ******* ********** ********** ***** ****** ***** ******** 
  

  
  

  Customer Answer

  Date: 01/17/2023

   I am rejecting this response because:
  
  My car has never been in an accident.  My car has never been hit while stationary to my knowledge. I have never found any broken pieces from my car ever. I find it hard to believe that a CPO vehicle would need a new transmission, brakes and other repairs mentioned when the car wasn’t driven over 5,000 miles since I purchased it. On 10/01/20, the check engine light came on, and I took it in as car dragged.  (See paperwork previously sent.) My taillight has never been broken or replaced.  I am extremely concerned that some deception has taken place. After supposedly receiving a new transmission, I am experiencing the exact same issue from 10/01/2020, today.  Please advise. Thank you

• Initial Complaint

  Date:10/21/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dealer illegally compromise the price of love the car kelly blue book states that the car is worth $14,000 it is a Nissan Sentra 2018 .The dealer charged me $37,000 for this car which is illegal dealership practice vehicle contract violates over charges the broker violated DMV dealership regulation

  Business Response

  Date: 10/24/2022

  
  Friday, October 21, 2022 
  Ref: ID ******** 
  Dear BBB, 
  
  ******* *** has recently contacted the Better Business Bureau (BBB) and submitted a complaint regarding a correction to her credit report. 
  The dealership spoke with Mrs. *** last week; prior to this BBB Complaint and offered to refund her, the $3,000 down payment if she returned the vehicle back to the dealership. Mrs. *** refused that option. New information has come to light regarding Mrs. ***** employment as the financial institution has been unable to verify employment. 
  Whether purchasing a vehicle, the purchase price does not include tax, license, DMV fees, negative equity from trade-ins, etc. nor does it include finance charges which are based on credit worthiness and stipulated by the approving bank for the auto loan. The sales contract discloses based on term what the total amount will be paid at the end of the term agreed upon after all monthly payments and interest are paid to the bank. All contracts are explained by the Finance Department and the consumer signs the contract and is provided a copy. 
  We are always saddened to learn of circumstances that fall short of a quality guest experience both before or after the purchase of a new, pre-owned or CPO vehicle and we do strive to provide a great ownership experience, but we are not able to assist in all cases. 
  Best regards, 
  
  ******* **** Community I Public Relations Manager 
  

  
  

• Initial Complaint

  Date:09/19/2022

  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 have been speaking with ****** from Riverside Metro in an attempt to resolve this issue since June 16, 2022. on April 28, 2022 a request was made to cancel the Express 5 and Extended Service Agreement that was purchased when I bought the vehicle. Portfolio Insurance Services has confirmed to me that both agreements have been canceled and payment has been issued to Riverside Hyundai. On June 16, 2022 I spoke to ****** finance manager at Riverside Hyundai and made him aware of the situation, he informed me based on information given to him by the business office that a check for $3,740.00 had been issued to Hyundai Finance as a refund for the extended service agreement. The Express 5 warranty was still pending a refund. I waited and consistently checked and contacted Hyundai Finance to verify if they had received the payment, the answer was always NO. On August 8, 2022 I called Riverside Hyundai again, this time speaking with *******, who told me he was going to contact the business office and get back to me with an answer of what is the reason for the delay. It is September 16, 2022 and ******* has not called me with an answer. On September 15, 2022, I spoke to ****** again, voicing my concern of how much time has elapsed and I still do not have payment for the canceled warranties. ****** contacted the business office (again) and again they informed him that a check was sent in June or early July to Hyundai Finance, but Hyundai Finance has not received anything. I emailed ****** upon his request a copy of the cancellation forms, but I still do not have a clear resolution of my issues. I urge BBB to help me resolve this issue and get the refund of my money. I would hate to start litigation for this amount of money.

  Business Response

  Date: 09/26/2022

  
   
  Friday, September 23. 2022 
  Ref: ID ******** 
  Dear Mr. ******, 
  Nestor ****** **** ** ******** *** ******* ** ***** 
  You recently contacted the Better Business Bureau (BBB) and submitted a complaint regarding a refund of your Express 5 and Extended Service Contract. 
  Our records indicate that Hyundai Financial Services has issued a refund already and that this clerical error was on the side of the manufacturer and the finance department within Hyundai Motor America and not an error on the dealerships side. 
  I understand that you have recently spoken with ****** Green, our Finance Manager and had recently had email correspondence confirming that Hyundai has now located the refund check and applied it to your account accordingly. 
  We are always saddened to learn of circumstances that fall short of a quality guest experience both before or after the purchase of a new, pre-owned or CPO vehicle and we do strive to provide a great ownership experience, but we are not able to assist in all cases. 
  We sincerely apologize for any inconvenience this may have caused and are happy to learn that Hyundai Motor America and Hyundai Financial Services have been able to assist and resolve your concerns. 
  Best regards, 
  
  ******* Ward Public Relations Manager 
  
  

  
  

  Customer Answer

  Date: 09/26/2022

   I am rejecting this response because:
  
  I understand the mistake made by the institutions you mentioned in your response. I do wish to note that as a customer the only resource in order to resolve matters like mine is through the dealership. Before contacting RIVERSIDE HYUNDAI I contacted Hyundai Finance and Portfolio Insurance to resolve my problem, they both referred me to RIVERSIDE HYUNDAI. I thank you for clearing up my first canceled warranty, but I bring to your attention that there is a second warranty still pending to be cancelled, Express 5. I understand and per ****** there has been a check issued and express mailed to Hyundai Finance to credit my account. I request that you and I stay in contact until this check has cleared and Hyundai Finance properly credits my account. I am checking daily my Hyundai Finance account to see if the payment has been received. 

  
  

  I thank you for your attention and apologize on taking this action but I gave RIVERSIDE HYUNDAI plenty of opportunities with phone calls and emails asking for help on getting to a resolution on my problem. 

  
  

  Thank you, 

  
  

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

• Initial Complaint

  Date:08/03/2022

  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.

  Upon reviewing my contract, obligations, and rights as a natural person operating in commerce, I noticed that there are several violations present which nullifies the contract pursuant 15 USC 1601 named Truth in Lending. Per the congressional findings of TILA, “It is the purpose of this subchapter to assure a meaningful disclosure of credit terms so that the consumer will be able to more readily compare the various credit terms available to him and avoid the uninformed use of credit.” During the consummation of this contract, RIVERSIDE HYUNDAI DID NOT DISCLOSE MY RIGHT TO RESCIND. It is clear you are not trustworthy and have predatorily conducted business in commerce. RIVERSIDE HYUNDAI failed to mention that my finance charge was all I needed to complete the deal and that the CASH PAYMENT was only of benefit to them.

  Business Response

  Date: 08/11/2022

  Tuesday, August 09, 2022 
  

  Ref: ID ******** 
  

  Dear *****, 
  
  You recently contacted the Better Business Bureau (BBB) and submitted a complaint regarding a refund but did not stipulate a refund of what. In reviewing your complaint and our records. My findings indicate that you purchased a pre-owned vehicle in February 2022. You purchased GAP, accessories, and an Extended Warranty, put $5,000 as a down payment and financed the remainder of the balance with an interest rate of 7.65%. 
  Riverside Hyundai has not violated the Truth in Lending Act (TILA). You signed the Sales Contract, which was explained. 
  California law does not provide for a "cooling-off' or other cancellation period for vehicle lease or purchase contracts. Therefore, unfortunately one cannot later cancel such a contract because one changes their mind, decides the vehicle costs too much, is too big, too small, or wishes they had acquired a different vehicle. 
  When purchasing a Pre-Owned vehicle, you are able to purchase a Contract Cancellation Option which allows the ability to cancel the contract on the Pre-Owned vehicle within two (2) days of purchase. You have had this vehicle now 6 months and counting. 
  You may cancel your Extended Warranty, this may be done by visiting the dealership. This refund will be sent to the lien holder and applied to your loan. Should you wish to discuss this matter further, please do not hesitate to contact us at ###-###-####. 
  Riverside Hyundai strives to provide a pleasant experience both before and after the purchase of your vehicle, however, we are unable to assist in all cases. 
  Best regards, 
  ******* ****

  Guest Experience & Owner Loyalty Manager

  Community I Public Relations Coordinator 
  

  
  

• Initial Complaint

  Date:07/21/2022

  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 bought a car from them in Dec 21. I put 8000.00 dollars down. They told me that it was a oxidation package on the car. They wiped it down instead of washing when it came back the hood was still extremely dirty. I thought that was strange. Upon washing the car I found that the hood was completely damaged like oxidized, I brought the car back to them and they stated that they would paint the hood. It took them two weeks for this. After about 5 months the same thing started happening again. Even worse. I took the car back on the 12th of July. They stated that they had to fix this gave me a rental. I called for a status and they stated that it would be ready on Friday worst case scenario Monday. I spoke with both ******* and the other gentlemen. I called on Monday and now they say it wont be ready until Friday which is tomorrow. they are playing games stating that if everything looks correct and at the same time stating that it is out of their hands. I told them that I want to pick up my car now as I am trying to leave town. they basically said that I could not have my car....What is wrong with this business. the extended warranty they lied about as well. A certified Mazda comes with a 12000 mile warranty and a 100,000 mile powertrain warranty on the car. So I canceled the extended because when I bought the car he stated to me that he would give me bumper to bumper to 60000. He did not do that. WhenI got the warranty paper it only said 42000. So I cancelled it. It was 3000.00 dollars and they took 250.00 after only having it for a little over a month and took 250.00 and sent the rest to the finance company who stated that they would send me my check and never did. they put it to the principal. Oh and the tags were already on the car becauseI looked and it said July. They charged me for tags that were already on the car. This place has got to be illegal the things that they are doing to customers is awful I hate I went there and will tell everyone not to go there.

  Business Response

  Date: 07/25/2022

   
  Ref: 1D 17606526 
  Dear Mrs. ******, 
  ****** ***** ****** **** ********* ***** ********** ** ***** 
  You recently contacted the Better Business Bureau (BBB) and submitted a complaint regarding a refund as well as a an explanation of the work performed which has already been done. 
  Every vehicle sold whether New, Pre-Owned or Certified Preowned receives a Wash / Mini Detail and a Full Tank of fuel: complimentary. We do not simply wipe down vehicles at the time of sale. Mrs. ****** returned to the dealership claiming there was an issue with her hood AFTER a family member attempted to wax and buff it. There was nothing wrong with the hood when Mrs. ****** took delivery of the vehicle. As we are unable to diagnose concerns over the phone. Mrs. ****** was asked to bring the vehicle in to have it looked at. Upon inspection it was determined that the hood needed repainting. As a good faith gesture, we had the hood painted at no cost to Mrs. ****** and she was provided a loaner vehicle while the paint work was completed. Unfortunately we are not the body shop nor are we painters, we have no control over the time it takes to paint the affected panel; as the vehicle purchased is a particular shade of red, one Mazda calls Soul Red. it requires a 3-stage paint process in addition to having metallic flakes within the paint, this is not a simple process such as placing one coat of paint on a wall in one's home: this was explained to Mrs. ****** and as stated she was provided a vehicle at no cost to her. Mrs. ****** has sense returned albeit several months later with the same concern, rather than sending it to the same body shop that I might add has a warranty on the work they performed. we have opted to send it to another body shop, paying a second time also supplying Mrs. ****** with a loaner vehicle again at no cost to her all in the spirit of customer service. While we do understand Mrs. ****** is frustrated because she wants to take a road trip and there are mileage restrictions on the loaner car she is in, unfortunately, we cannot simply call the body shop to halt the process and haphazardly put her vehicle back together because she wants it now. The process takes time, again also explained. The body shop must be given the proper time for the work to be performed. Had Mrs. ****** informed us that she had an upcoming trip or planned accordingly, perhaps arrangements could have been made or she would have been informed whether or not the body shop would be able to meet her demands; this, however did not occur. 
  In regard to the consumers refunds and cancellations, these were processed as requested. These refunds are applied to the consumers loan and handled by the bank as they hold the title until paid off. Had the vehicle been purchased in full, then yes, the refund would have been issued to Mrs. ****** directly, but this is not the case. Any issues she has with her financial institution are outside the dealership purview. Moreover, the vehicle purchased is indeed a CPO vehicle: she was not lied to or coursed into purchasing a extended warranty of which she cancelled. The new car bumper to bumper warranty ceased at 3 years/36.000 miles whichever occurred FIRST. This vehicles warranty ceased on July 18, 2021 due to time. The vehicle has a 5 year or 60,000 miles Powertrain Warranty this too is 5 years from the date originally sold as new. This warranty will expire at 60.000 miles or on 07/18/2023 whichever occurs first. The vehicle has a Limited Powertrain Warranty as part of the CPO warranty and is valid for 5 years or 100,000 miles whichever occurs first. Lastly everyone must pay for tax, license and DMV fees when purchasing or leasing a new or pre-owned vehicle; these fees are a requirement of the state of California. Mrs. ****** may take the matter of registration fees up with the DMV. 
  We are always saddened to learn of circumstances that fall short of a quality guest experience both before or after the purchase of a new. pre-owned or CPO vehicle and we do strive to provide a great ownership experience, but we are not able to assist in all cases. 
  We feel that we have done everything asked and have gone above and beyond to help Mrs. ****** be satisfied with her Mazda vehicle with no resolve. Her vehicle will be completed by the body shop and returned to her at the earliest possible time. There will be no additional refunds issued. 
  Best regards, 
  ******* **** Public Relations Manager 
  ************************* **** ******* ******* ********** ********** ***** ****** ***** ******** 
  

  
  

  Customer Answer

  Date: 07/25/2022

   I am rejecting this response because:

       I don't feel like you have done everything that you could have. The issue about the extended warranty is incorrect. they told me  that they would extend it to 60,000 miles and that extended warranty was 3000.00 however they did not do this. I received the letter about the warranty which I still have and it stated that it would only be to 410000. That is an out right lie.  When picking my car they had the inside extremely filthy. I have an Creme interior and it was black everywhere and someone who was wet sat in the passengers seat.  What did this have to do with what they were doing?  They did not pay for my gas, either time like it was something that I have done. I asked to speak with a manager with whom everyone says they are but can do nothing. Don't worry I will never ever go to these sorry excuses for salesmen. They are merely liers and thieves. I noticed that you have a D- but I give you an F. Thank you BBB for you assistance as you are always professional and try to help.