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:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of 2023 I left my vehicle with Roseville Hyundai to repair my vehicle that was covered under the manufacturer warranty. The engine needed to be replaced. While my vehicle was in their possession it sat on their lot for 6 months. The customer service was horrible regarding when my vehicle would be ready, when parts were coming in, how long this would take etc. Upon receipt of my vehicle I was told by the service provider that my car would be "washed and in perfect condition ready for you to pick up". When I arrived the person pulled my car up and said keys are inside, there were black scuffs on the exterior of the front and passenger door, and upon further inspection of the inside vehicle it was covered in a grey ash, gritty material, with tiny leaves and berries scattered throughout the leather interior, center console, arm rests, second and third rows. When you swiped your hand it was black from touching the seat. There was a large battery back charger in the backseat, papers and wrapping of packages throughout the front and second row. Upon further inspection the temperature k*** was flaking silver colored material into the center console, and the odometer trim was peeling and falling into the steering wheel console. My car is mostly garaged at home. It has never been peeling or as dirty as it was. It was almost like they left the windows down on their back lot for an extended period of time. I had an estimate done at an auto body place and submitted it. Nobody has responded to any calls, emails by the advisors, service manager, or dealership manager. I even went in person for my oil change and tried to talk to somebody but was told they are in meetings and unavailable. I emailed again no response. Left phone messages no response. I have a lot of supporting documentation that I can upload at a different time if needed. Copies of emails, cell phone records, estimates, receipts, photos and videos.

  Customer Answer

  Date: 12/16/2024

  Please see the attached information.

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A letter is attached. I took my vehicle for the paint to be fixed. They used it for purposes other than what it was there for. They claim it is "common practice." We were not informed of this.

• Initial Complaint

  Date:08/12/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 3, 2024, sales person initially offered a price of $39,976.00, with a down payment of $4,000 and ****** miles per year for $599. I said I need time to think. He then quickly revised the offer to $499, citing a new price of $37,764.00. This confused me, as I expected a price reduction of around $3,000, which should have reduced the monthly payment by about $90. When I requested a price breakdown, ****************** claimed they could not provide one for the lease amount. He mentioned the vehicle's actual price was $46,000, including a markup of around $2,500, whereas the website listed it as $42,165.00. He failed to disclose the exact manufacturer rebate offered.Realizing the discrepancies and feeling misled, I requested to cancel the lease but the manager insisted that the contract was binding and that the vehicle was now mine. They even threatened repossession if I did not take delivery. This conversation occurred within 10 minutes of signing the contract.Feeling pressured and intimidated, I reluctantly took the car home. The specific issues I encountered:1. Misleading Offers: The revised monthly payment offer did not correspond to the expected price reduction, and the actual vehicle price differed significantly from what was listed on their website.2. Intimidation and Pressure: The dealership staff, including ******************, the finance person ****************, and the manager, pressured me to take delivery of the vehicle, threatening repossession if I did not comply.3. Misrepresentation of Cancellation Policies: The dealership falsely claimed that the lease could not be canceled immediately after signing, despite the paperwork being incomplete and without taking car delivery.Additionally, the finance person mentioned that the vehicle was already registered with the *** and a car number had been issued. I dont think *** registers and issues number within 10 minutes of signing lease document.

• Initial Complaint

  Date:07/07/2024

  Type:Product 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.

  Hyundai bought back my vehicle because it was a lemon. Hyundai stated they do not refund for the extras on the car (paint protection and low ***** because the dealership is supposed to refund that amount. The dealership refused to refund approximately $1,600 for the paint protection and anti theft device I obviously dont need as they sold me a lemon.

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Compensation for lost vehicle time and vehicle repair for body damage the dealership admitted to causing.Overview of latest interaction:Last year the engine light came on, we attempted to get it into the dealership but a standard appt wasn't available for a few months. So we had a shop look at it and they advised to contact the dealership as the code indicated the need for a sensor that was very common with Santa Fe's as meaning the engine was "knocking". Once in the dealership it was determined yes the engine needed to be replaced and it would be 23k$. But that they would attempt to use the extended warranty. Hyundai denied the initial warranty but we had a cpo warranty and could pursue that. Weeks went by with checking in and no updates. I called the cpo myself and they stated they had requested multiple times for the documents to be submitted. I called the service advisor whom gave an alternative story which was found to be false.I setup a meeting for all parties and we got it ironed out, I was told by the dealership since they had to redo the documents it would be a few weeks longer before we had an answer because they couldn't get the vehicle in again but would keep it until they could. Then I followed up weekly, again getting mixed stories from the dealership compared to the cpo. Organizing another meeting I got to the bottom of it, the final documents were never sent because the dealership admited it was too difficult. The dealership claimed they were unaware still and I had to again get the ball moving forward. I was then told it would be 3-6 months that the vehicle would be under repair. With a loaner car not available for a large portion. Once it was finally available it was given for only a handful of days, which was charged to our cpo. Then very thankful the vehicle was repaired months early....with body damage now present. Then multiple texts and emails sent to the service advisor with no response. We were left being essentially ignored for weeks.

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband took our Ioniq 5 in for service today. His appointment was at 9:30am. He waited about 2 hours before asking for a status. The technician told him it would be done soon. About 1pm my husband went to ask again and the technician told him again they were just "finishing up." Roughly 2:00- 2:30pm my husband again asked why it was taking so long. In which they finally gave him a response, that they needed to download all the system updates before they could review the navigation system, but in order to do so, it would need to loaded onto a *** and the wait time would be about another 1hr. They gave him the option of waiting another hour or making another appointment to come back but thr next available appointment wouldn't be for another few months. My husband said he would wait the hr to finish. When the technician came back my husband was told another technician had unplugged the *** to use for something else. So, my husband wasted a full day at the service center and nothing was resolved. A couple of things should have happened today. My husband should have been offered a loaner car if the service was going to take all day. He should have been updated way before waiting 2 hours to get a status update or should have been offered to be driven somewhere while waiting for our car. He left with no resolution. Since the technician unplugged the *** while our car was being serviced, we should not have to wait another few months to get our car serviced. We need all systems to be updated ASAP and a response would be greatly appreciated.

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my 2023 Genesis **** (VIN *****************) to the Roseville Hyundai for a routine oil change on June 26, 2023. This caused severe damage to my engine because the cap was left off by the technician. The incident of leaving the cap off during the oil change constitutes a clear case of negligence on the part of the **********. Luckily an accident did not occur and no one was hurt when the car malfunctioned in the middle of the road. As a result of this negligence, the engine of my new car was irreparably damaged and had to be replaced. Although the ********** did replace the engine, I have lost confidence in the overall integrity and reliability of the vehicle. A rebuilt engine, no matter how skillfully installed, will never perform or hold the same value as the original engine that came with the car. This incident has caused a significant decrease in the value of my vehicle, and I believe it is only fair and just for your ********** to take responsibility for rectifying the situation. I am not willing to accept a new car with a rebuilt engine, as I have serious concerns about its long-term performance, reliability, and resale value. I am required to take the car back to that specific ********** for maintenance in order for the warranty to stay in effect as it is the only certified Genesis ********** in my area. I do NOT feel confident in their workmanship whatsoever and do not want my car serviced there due to safety concerns. I feel like my hands are tied. I am requesting that the ********** buy back my car and pay out what Ive paid into the car as well as the remaining balance due to the bank.I have reached out and sent multiple letters to the ********** but have received no response or acknowledgment from them. I spoke to someone from corporate and was advised to contact the BBB and a lawyer for assistance as corporate can not rectify the situation because it is not a manufacturers issue.

• Initial Complaint

  Date:07/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  According to the Hyundai FAQ, there isnt supposed to be any charge during recall repairs, and the website also includes that customers are supposed to be provided with a rental until repairs are completed.Both this dealership and corporate both told me to contact the other to get this done, and avoiding to provided a rental and told me there would be a $200 diagnostic check on the car even though its a recall repair.Both corporate and dealership stated I can go get a rental and be reimbursed but I stated to both of them I dont trust that since theyre making this more of a problem than it has to be.FAQ on the website states a rental will be provided and that there would be no charge. Neither of these are true coming from both the dealership and corporate

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called for the last 2 weeks trying to to reach Service Advisor only to be sent to VM. I keep calling and left message with ****** who says a service tech will call me back but does not. I finally got a sales associate on the phone and he even though does not do scheduling said they are booked all the way out to August. Advised I call ****** or *********. I called ****** and it is the same scenario over there. I have a "safety" feature that is not working that I am paying for and it needs to be fixed. The error on the center of the display does not ever go away.

• Initial Complaint

  Date:05/31/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into a dealship with a pre approval check and a trade in and paperwork that stated that the dealership did not have to pay off my car because it was included in the loan. They told me they had to pay it off without contacting my bank so I went the next day with my bank on the phone stating the same thing and they still insisted they had to pay it off. Because they did not listen to me, my bank or the paperwork that came with my pre approval I had to go request another loan. All these inquiries affected my credit and I ended up with a worse apr not to mention all the time and hassle I had to do to try and resolve this. When making a complaint on ****** the manager I contact that was supposed to help resolve the issue doubled down that they had to pay off the vehicle. This has affected my credit as well as my monthly payments making this car payment $100 more because of their inability to even reach out to the bank to resolve this.