Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/29/2024

  Type:Sales and Advertising 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.

  10/21/2024 I put a ******* deposit on the car* using my debit card. 10/27/2024* I paid ********* the balance of the purchase. Approximately 3 hours later I started smelling gasoline. Thereafter* we looked under the car and it was dripping gasoline. I immediately notified the salesman* Ahmad * via cell phone about gas leaking from the car. Gas slowly dripped while the car was parked and the engine off* but spewed when the engine was idled. I had the car towed by ******* to the dealership. ******* dollars was supposed to be refunded to my account* as well as the ********* check. My check was given back to me. checked my account this morning and they took ******* an additional ******* from my account. Thereby* charging me a total of ******* that was to be refunded to my account.

  Business Response

  Date: 10/30/2024

  The refund is already in process and this was communicated to the customer as well.

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22486854
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:09/23/2024

  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.

  Been taking my car for service to Puente Hills Hyundai for over a yr for all my services on my Hyundai Veloster N (2022) and sits currently at ****** miles. I gave them the benefit of the doubt even though I took it on once specifically for a recall in which they gave me the car back and forgot to fix the issue which there was a remedy for it awhile back. Just wasted my time and had to take the car back.And now again, I took my car in on 9/12/24 for my regular oil change and a noise we been hearing in slow speeds. And keep in my mind I have records and sure they do. I take it in for Service way before is due on my oil changes and supposedly they always do their Multi Point Vehicle Inspection (WHICH IS BS) , so I got a call back on 9/13/24 that my cars rotors need to be replaced and front brake pads. This problem should have gotten this far, TOTAL BS!! they could of replaced Brake Pads on my last service and should of never gotten far. This is their fault and now making me pay for their mistake cause they have horrible mechanics that are not doing their ******* the car till 9/17/24 cause the didn't even have these parts in stock. Got the car back dirty , they didn't have the courtesy to wash the car . So later in the day I washed and notice they damaged my passenger Front Tire . Picture attached!! HYUNDAI has such a BAD Reputation with their service departments online , I should of believed it!!

• Initial Complaint

  Date:09/12/2024

  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.

  I took my Hyundai Tuscon to my personal mechanic, ******************,. on 3/23/24 and my mechanic told me that my car had no oil. He did an oil change, but stated that I needed to follow up with the dealership as this was a common problem with 2019 Hyundai Tuscons. I took my car to the dealership. **** ****, shared that this was a common issue with the car, but the evaluation process was a multistep process. Because my oil had just been changed at *****, Mr. **** instructed me to drive it another ***** miles and bring it back. On 4/17/24, I brought my car back at mileage *****, and Mr. **** said that it was burning oil. But he was going to take something off my car and take photos. Then he informed me that he did not have a part to put back on my car, and I could not drive my car without it. On 4/17/24, I had to rent a car from Enterprise Rent-A-Car. I had the rental car through 4/24/24. This cost me $386.52. I spoke with **** ***, the Service Director, and he shared once my engine was completed, that I could be reimbursed for the rental and advised me to contact the corporate office at Hyundai Motor America. This I did and informed them of my issue. They again reiterated that they could not reimburse me for the rental until after the service was completed. Mr. **** told me that I needed to drive the car another thousand miles which I did and brought back on 5/16/24. At that time I was give a loaner. They replaced my engine and I got my car back on 8/30/24. I was notified on 9/4/24 by ******** from Hyundai Motor America that my reimbursement was denied because my car repair was not open until 5/16/24 and my rental was before then. I feel scammed by the company who led me to believe my reimbursement was forthcoming. I am out money due to their deficient product and they should reimburse me at a minimum for the rental car that I had to pay out of pocket because they did not have the parts to put my car, temporarily, back together

• Initial Complaint

  Date:08/23/2024

  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.

  The ****************** at Puente Hills Sunday will not release my car. I took it into get a new engine under warranty and they went ahead and replace the engine but after replacing the engine, they are telling me that my car has an aftermarket catalytic converter so they dont want to release me my car they are holding my car against my will, the technician shouldve done the multi point inspection and never should have changed my car engine if it had an aftermarket catalytic converter

• Initial Complaint

  Date:03/01/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a vehicle from this dealership 1/11/2024. The dealership took in our vehicle as trade which had an open lease that required being paid off. As of today 2/27/2024, the vehicle has not been paid off. We have made several attempts to resolve the issue. Upon calling the dealer we have normally been referred to the finance manager who handled the paperwork. I have been told each time I call "The payoff is going out today or tomorrow." This has been the response for weeks now. I have reached out to the General Manager and only ever got his voicemail and never a return call. Yesterday my spouse (whom is also on the loan and payoff vehicle) called and spoke to someone in the business office. She informed him she was offsite but would call him back shortly with some answers. Well guess what never happened. My husband and I are now in jeopardy of a negative impact on our credit. We are just seeking this dealer do the right thing and follow through as agreed upon. The traded vehicle is currently listed on the dealer's website for sale. I would be happy to provide a copy of the transfer of liability.

  Business Response

  Date: 03/12/2024

  This customers new deal funded on 2-14 and his trade was paid off 2/21

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21356621
  
  I am rejecting this response because: 

  The vehicle was purchased 1/10/24. The payoff was 2/21/24. 45+ days is excessive by anyone's standards. This caused the finance account to fall delinquent. 
  Poor handling. 
  

  Sincerely,
  
  *****************

• Initial Complaint

  Date:11/15/2023

  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.

  Good morning I have been dealing with Puente Hills Hyundai for over 13 years buying multiple cars and having all the maintenance done at the dealership.For the past few months I have been taking my 2015 Hyundai Sonata at their request for a oil consumption test because every **** miles it uses 2-3 quarts of oil. They have told me that the engine should be replaced but want me to pay for it.I fill as a loyal customer and ********************** having a lifetime warranty on the engine they should replace it at no cost to **** also have been told that their is a class action lawsuit filed for the oil consumption test that they have done. I would appreciate anything you can do to help out on this matter thank you.

  Business Response

  Date: 11/15/2023

  Unfortunately this is a decision made by the Manufacturer not the dealership.  

   

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20868429
  
  I am rejecting this response because:
  Waiting on a response from corporate I just talked with them and they say it going to take another week to get a response from higher up 
  Sincerely,
  
  *******************

  Business Response

  Date: 11/29/2023

  Again, this is not up to the dealership its up to the manufacturer and I believe that is who **************** has contacted

   

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son took his Hyundai to the dealership for service and requested a complete diagnostic. We were specifically concerned about oil and transmission leaks, which we conveyed to the service department. After that was done, the repairs were made and we paid $1800 for the repairs. Three weeks later, the car is leaking oil and transmission fluid, exactly what we paid them to fix. The invoice says they fixed the oil seal for $50 and then they wrote in ink on the invoice $1600 plus tax with no explanation of why it cost $1600 to do a repair that we were only seeing a $51 charge for. They had this car for four or five days, we called several times, trying to get information about what was wrong with the car, what needed to be repaired, and how much it was gonna cost. Nobody called us back over the course of the entire time. We finally called and insisted on speaking to somebody and thats when they told us what the cost was which we paid. Three weeks later exactly what we took it in for is still happening. I spoke to the service manager, whose name is ***************, and he denied that they were negligent and basically gave me a word salad runaround. The service person who never returned our phone calls name is ****. We feel that we were completely misled and ripped off by this company and we want them to fix the car at no cost us as weve already paid $2000 for these exact repairs. I have photos of the invoice and Im not sure if theyre uploading here, but I can provide them to you.

  Business Response

  Date: 09/11/2023

  Hi this is *********************************** the **************** Manager I have talked to the customer and his mom and dad. Per my conversation with my general manager and service manager and looking up the repair order my manager. *************** has agreed to give a refund of $826.76. And the customer needs to tow out the vehicle within 24 hours. We did fix the initial repair but due vehicle year and miles the car had further issues. We also did a multipoint inspection and found no other issues or leaks at the time. We did offer to look at new concerns and leaks not pertaining to the prior repair with no diagnostic fee per my service manager. At this current time the customer accepted the refund and is towing out the car soon. The repair order was under her son's name *********************** and his phone number is *************. For any questions or concerns please let me know. 

  Customer Answer

  Date: 10/23/2023

  My name is *********************************, and I have filed a complaint against a business that was settled, but they have not made good on their agreement to reimburse us, as stated to the BBB in their reply to my complaint. The complaint number is ******** and it is against Hyundai of Puente Hills, **********.

  We spoke with the general manager of this business on Friday October 14. This was six weeks after they had agreed to partially reimburse us for services that we paid for that were not done. You can see their response from ***********************************, the company representative, in which she states they have agreed to an $863 reimbursement I believe, and that we would receive it within 4 to 6 weeks. When we spoke with the general manager, *************** on 10/14/23, he informed us that he would not be going ahead with the reimbursement as promised, unless we took down our yelp review of their business. We actually had him repeat that to us, that he would not be reimbursing us as promised, unless we took down our yelp review. We reminded him that he had already agreed to a settlement without condition and had even posted that to our Better Business Bureau complaint, and that it had no stipulations attached to it whatsoever. We were just going to be reimbursed for work that was not done. He continued to insist that he would not be reimbursing us unless we took down our yelp review, at which point we told him that that pretty much amounted to blackmail on his part. He kept yelling at us on the phone "don't say that don't say that! " but still refusing to reimburse us as promised. We again reminded him that he had reached out to BBB with the terms of this reimbursement agreement. But he refused to listen to us and refused to reimburse us. We did tell him at that point that we would be re-opening our complaint with the Better Business Bureau at which point he said, I will call you back next week. The reason I waited so long to send this email is because I gave him the entire week to call us back and he did not. For these reasons, we can see that they are not acting in good faith, and we would like to reinstate our  complaint against this company as they are not holding up their end of the agreement. 

  If you need to speak with me, you can call me at **********.

  Thank you so much for your time and attention to this,

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

  
  

  Business Response

  Date: 10/27/2023

  ********************************* did reach out to us after the reimbursement conversation. I have been working with my Service Manager *************** and *************** my General Manager. First this is her son's car not her vehicle and My service manager agreed to look at the concern of the 2nd leak at no charge. As long as it was pertaining to the same issue. Upon looking at the vehicle it is a separate issue not pertaining to the prior repair. We also did a thorough inspection on the vehicle on the first service visit. No other leaks were found. Due to miles and year of car later a new leak appeared. Customer did not want to repair 2nd leak found and claims we did not inspect vehicle thoroughly when we did. I *********************************** called her and let her know that she needs to pick up or tow out the vehicle within 24 hours per management or accrue storage fees. She did not comply and first said she will pick up the vehicle when she gets the refund at that time, I told her it would take 4 to 6 weeks and the vehicle needs to be picked up before that. It took 1 1/2days to 2 days to pick up the vehicle. She did call in 5 weeks later and I touched bases with my service manager and there was a delay on the check. I notified ********************************* and she wanted to talk to someone other than *************** and me. I Had told her per management and upon good faith we can expedite the check due to the delay with the approval of the General Manager if she would so kindly take down the bad yelp review. And since we were going to keep our word and try to rectify the situation management felt it was fair. She said we were blackmailing her when we were trying to give her the refund, we just asked a reasonable gesture. She requested the General Manager I had him call her and after their conversation I was told no refund and there is not much more we can do. He had a very similar conversation with her also. For any more information please let us know. 

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20555429
  
  I am rejecting this response because:

  This is not a true assessment of the conversation I had with *************** at all. They were not trying to give me a refund, they were telling me they were not going to give me a refund unless I met their demands. This is after they had already agreed to a refund without stipulation. There was never any mention of taking down the yelp review until we got that phone call from ***************. ***********************************, ***** before that conversation, assured us that we were getting the refund, that it was absolutely going to happen, dont worry you are getting your money back. She also assured me that we would have the refund within 4 to 6 weeks. When *************** called us, he told us point-blank we were not getting any money back unless we acquiesced to this new demand. This company is not acting in good faith whatsoever, they have totally gone back on their word: to refund us a portion of the money that we paid for services that were not done, and now they are attempting to rewrite the narrative. The bottom line is that they promised a refund and then they reneged on the deal. Period.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/12/2023

  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.

  I purchased a used truck from this dealership. Now I understand the rules behind used cars. But I have had problems that constitute the truck to be I sellable that starting popping up just days after and the day of receiving the vehicle. The day I picked it up my headlight had fallen out. I have a picture of when I picked up the truck and you can see the headlight fallen out of place. They then proceeded to replace my LED headlights with halogen even though I paid for a truck with LED lights. I also had water leaking in through the third brake light after my first time washing the truck. They fixed it however they have some hassle. 3 days after receiving the truck the ** stopped working. I brought it in and they told me they tested it and nothing was wrong. When I picked up the truck I was left with no gas and many additional miles on my truck. The ** was also still not working. They said they werent gonna fix it and it was gonna cost me $2800. After some heated negotiations and the mention of a lawyer, they agreed to fix my **. It took an additional 5 days longer than what they told me, and when I picked it up I noticed they had left my windshield filthy, and had broken my infotainment screen. Nobody can hear me on the phone now and I am missing a panel that covers my steering column. My center console is now extremely loose and pops up with ease as if the clips have been broken. I have not been able to contact anyone at the dealership for weeks after leaving voicemails almost 6 times requesting a call back. I want to take my truck to a **** dealership because they obviously dont know how to work on ****s and I want them to pay for the invoice. I spent $42,000 on a truck and didnt expect them to be so careless when working on it.

  Business Response

  Date: 07/24/2023

  We always strive to make our customers happy so we asked this customer to come back and took care of the issues.