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:04/02/2025

  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 leased my second vehicle from them in December 2024 and the experience has been terrible. I turned in my lease a few months early to lease an Ionic 5 and we agreed that I would pay off the remaining months left on the lease but they would waive the mileage overage (about $300). Cut to four months later and I have Hyundai Finance coming after me about the $300. I called our salesman *********** and he refused to honor the deal I made with him. The manager who was working there apparently no longer is there and so he couldnt confirm. I left two messages for the current ** of the dealership to call me back after *********** refused to honor the deal he made and was ghosted.

• Initial Complaint

  Date:03/31/2025

  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.

  Had a horrible experience with this dealership They sales manager ***** showed us a 2025 Hyundai ******. We test drive the care and he said we have to pay $5376 for the down payment (include the first payment) and our payment with tax will be $425. While we all agree with everything and waiting for awhile, he came back and said he did a mistake and the price that he gave us was for 2024 Hyundai ****** (same color and model). Since our daughter wanted the care we agree to get 2024 instead of 2025. again when we were waiting, he come back and said the $5376 was not incluse the first payment. He said he did a mistake and if we don't like it we can leave the dealership.we did not have any choice and we paid what he asked us to pay which was different than what he promised us. when we were doing the paperwork my daughter wanted to take a picture with the car in the delivery area. they said they closed that area and they are not going to open it. When we finished the paperwork, they did take the car to carwsh. So when we saw the car we were so surprised since they car has a lot of buffing scratches. The sales rep ******* kept apologizing and feel bad with the horrible experience we had with this dealership. He said he will talk to their manager and he will give us a call. Since then we try to get a hold of him to resolve the issue with no luck. Then we coplain to Huyndai custmer serivce while they said there is nothing they can do. They said you can complain to BBB. They only tried to set up a call with the general manager to fix the scratches on the car and as of now that's still an open issue. Please call me so I can explain all the details. Thanks so much for your help.

• Initial Complaint

  Date:03/28/2025

  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 purchased a 2022 Hyundai Elantra N from Keyes Hyundai on 11/09/2022 and was misled into an unfair financial agreement. The dealership overcharged me above MSRP without full disclosure. They manipulated financing terms, giving me an inflated interest rate despite my high credit score (700+ at the time). I have paid well over the cars actual value in monthly payments, yet I am still locked into a predatory loan. This dealership engages in deceptive pricing tactics and unfair lending practices, which have financially harmed me. I demand immediate intervention and a fair resolution. A refund, loan renegotiation, or contract termination due to deceptive sales practices.

  Business Response

  Date: 03/28/2025

  CUSTOMER HAS SIGNED CONTRACT WITH AGREED SELLING PRICE.  CREDIT WAS NOT 700+.  EXPERIAN RAN 667.  ONLY HAD ONE LINE OF CREDIT UPON PURCHASE.   APPROVED AND RATE SET BY BANK, NOT DEALER, AND WAS FAVORABLE FOR RATE AND APPROVAL AS A FIRST TIME BUYER.  THERE WERE INSURANCE PRODUCTS PURCHASED AS WELL, ************** EXTENDED SERVICE CONTRACT ETC.

  THERE IS NO AGREGIOUS ACTS WITH THIS PURCHASE / SELL OF VEHICLE.  THE LAST SEVERAL YEARS, THE NEW MARKET PRICING FLUCTUATED BASED ON INVENTORY LEVELS AND CONSUMER DEMAND. 

   

  THIS IS AN 'N' LINE HIGH DEMAND ELANTRA.  REVIEIWING CONTRACT, TERMS WERE REASONABLE.  IN ADDITION, THIS COMPLAINT IS ARRIVING 2.5 YEARS LATER.   "MANUFACTURE SUGGESTED RETAIL PRICE'" $ 35010.00  /  AGREED SELLING PRICE AND CONTRACTED AT $ 38,348.0

   

   

   

• Initial Complaint

  Date:03/26/2025

  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 dropped off my 2022 Hyundai Santa Fe at Keyes Hyundai on March 5 due to a Transmission System Error. After 21+ days, I still have no diagnosis or repair timeline. My advisor, ******** ******, promised updates but never followed up. Ive left over 20 voicemails. The dealership blamed the delay on a missing registration, which I informed them was stolen before drop-off. My brother mentioned this when leaving the car. Ive shown proof of ownership from my bank and requested a duplicate from the Missouri DMV. It appears my car was never inspected. I escalated to Hyundai Corporate, but no progress. I need BBB support for accountability and resolution.

• Initial Complaint

  Date:01/30/2025

  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 had purchased a vehicle from this dealer and got a warranty, gap insurance, and nitrofil that they had added. I went back a week to cancel it and they have avoided it. I've gone in person multiple times and called just as many. They had told me it takes 3 weeks to process, I check back in a month. I went in person again and they said they'll have it resolved in 2 weeks. It has now been half a year since I have canceled it and nothing. On top of that they sold me a car with bad suspension, bad breaks, and hide failing paint defects. I have everything documented and they deny everything or refuse to answer.

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Failure to Properly Diagnose and Repair My Vehicle I entrusted my car to Keyes Hyundai for a full diagnosis of issues related to noises from the wheels and undercarriage. I was provided with an estimate of approximately $4,000 and assured that all noises would be resolved after replacing the specified parts. I paid in full before repairs commenced. Despite being told repairs would take a few days, my vehicle was held for months without justification.2. Return of My Vehicle in a Dangerous Condition When I finally retrieved my car, it was unsafe to drive, which was never an issue with the car, the first concern of a sabotage. The dealerships chief technician test-drove it and confirmed it should not have been returned in that condition, and very unsafe to drive. After months in the shop, my car was in worse shape than when I first brought it in.3. Further Delays and Evidence of Vandalism My car was held for additional months. Upon my next pickup attempt, new noises and visible external damage were present. Initially, the dealership claimed the damage was preexisting, but the manager reviewed security footage and confirmed otherwise, raising concerns of further sabotage and/or negligence.4. Unfulfilled Agreements and Additional Charges The dealership promised a full analysis to eliminate the noise but still attempted to charge me more for repairs. This was unethical, given their prior mishandling of my vehicle.5. Unauthorized and Retaliatory Charges on My Credit Card Instead of resolving the issue professionally, Keyes Hyundai placed unauthorized charges exceeding $5,000 on my credit card. These charges exceeded my credit limit, harming my financial standing. I have also been falsely accused of stealing a loaner vehicle, despite only using it due to the excessive delay in repairing my car.

  Business Response

  Date: 01/29/2025

  Keyes Hyundai has attempted to contact Mr ********** for serveral months.  Cars has been completed since September 2024.   He has our Loaner car and has not returned.  multiple text messages and voice calls with no response in last 3 months.  In september when car was ready, he texted he was traveling for a week and could not pick up his car til after travel.  I personally texted him yesterday 01/28/2025 reqeusting him to contact me.  The loaner agreement has long expired and not valid and we will report the Rental car stolen.   He is now only communicating due to this text and zero communication for last few months.  His vehicle 2014 ****** has been ready since september and he has unlawfully retained our 2024 new vehicle since. 

• Initial Complaint

  Date:12/02/2024

  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.

  Hi, My 2021 Hyundai Palisade has been at Platinum Hyundai of ***** since October 27th. I was driving on the free way and heard a clunking noise, pulled over immediately and had my car towed to the nearest Hyundai dealership.They ran an inspection on my car regarding the mechanic issues I was having and they found that the cause was a technician error from Keyes Hyundai. When they performed a service on my vehicle, before I bought it, they incorrectly reinstalled the engine mount bolt. When I called them, they confirmed the service preformed on my car.Platinum Hyundai believes that since this was a technician error, Keyes Hyundai should be liable for this repair and should fix the issue. Keyes Hyundai has not been helpful in this manner and are denying claim and asking for this to be claimed under Goodwill, which was denied by Hyundai Corporate.When Platinum Hyundai has been holding my vehicle until funding is secured, which they believe should be Keyes Hyundai. When talking with Platinum Hyundai, they truly believe I, the customer, should not be paying for any of this. We have been emailing and calling with **** *****, General Manager, and **** *********, Service Operations Director. Neither of them have been able to resolve this issue and have not communicated with us since November 15th.I also created a case with Hyundai Corporate, which they have been not able to resolve this either.I need help in resolving this issue before I go to litigation. I have been without my vehicle for a month and have not been issued a rental car while my car has been in the shop.The damage done to my vehicle as of now is just a timing cover replacement (cracked when engine banged against the engine bay and replacing the engine mount). Platinum Hyundai has the technician notes and inspection. The total cost I have been told is around $4000.

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from Keyes Hyundai on 07/30/2024 for a Certified Pre-Owned 2019 Hyundai Ioniq Plug-In Hybrid. I was told that because it is a certified pre-owned vehicle, I would receive a 10 year warranty, which started at the original sale date (2019) and would be valid until 2029. I was told the vehicle needed to be inspected and detailed and they would give me a call when it is ready. On September 6 2024 I was told the vehicle is ready to be picked up. After I picked up the car, I realized I had not been given any receipts or documentation, other than the temporary registration. On September 9 2024 I called and emailed the finance *********** ******** requesting the receipts and warranty information. I have called and sent several emails and still have not received a response to this date. Towards the end of September 2024, I received a phone call from the Keyes Hyundai ****************** stating my vehicle needed to be brought in for inspection, as it had not been completed. I though this was surely a mistake since they had the vehicle for over a month to do the inspection, but the service department confirmed it had never been done. On 09/27/24 I sent an email to **** ***** (General Manager) stating I haven't received my paperwork, and that my Certified Pre-Owned vehicle was not actually certified. He got me in contact with ****** *********** who got in contact with the sales manager ****** ********* to schedule the inspection, and as a token of gratitude would provide me a complimentary rental car, as well as have my vehicle detailed. This was scheduled for 10/11/24. On 10/11/24 I went to have my car inspected as agreed upon and the service department informed me there was no appointment for me and they would not be able to see me. I called both ****** and ****** who were unavailable. I have also called and sent emails to which they have stopped responding. Please see attached for email chain regarding this matter.

  Business Response

  Date: 11/29/2024

  We sent our Master Technician to Mr ******** to Certify the vehicle for the warranty.  This has been completed.

   

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 09/28/2024 I took my 2016 Hyundai Santa Fe Sport to Keyes Hyundai in Van **** to have a Anti Theft recall repaired after 3 hours of waiting I was approved by my Advisor ******* at the dealership and he advised that the vehicle after being worked on somehow machine crashed. Car was left there for them to figure out the problem dealership was unable to find out problem after several attempts so they contacted the Hyundai manufacture engineers they advised that the issue is the *** which is connected to the Anti Theft recall. Dealership is advising that manufacturer will not fix the problem because it is not covered under warranty so dealership advised that what mechanics have done was reversed any work done on my vehicle to have it running again and for me to just pick up the car. They are refusing to repair the recall on the vehicle.

  Business Response

  Date: 10/16/2024

  Vehicle has ******* miles.  Complaint  of dealer mis appropriated.  Dealer is not the warrantor.  The Manufacture is the warrantor.

  with ******* miles,  vehicle is far beyond warranty period.   In addition, vehicle arrived with malfunction light on dash prior to any work.   Goodwill assistance was requested to manufacturer and was declined.

  APPROVAL REQUEST WAS REVIEWED AND BASED ON THE INFORMATION PROVIDED; *** IS DECLINING TO PROVIDE ASSISTANCE DUE TO THE MALFUNCTION BEING OUT OF WARRANTY CAUSED BY THE TIME IN SERVICE AND MILEAGE OF THE VEHICLE. NO GOODWILL ASSISTANCE IS BEING OFFERED AT THIS TIME, THANK YOU.

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22419847
  
  I am rejecting this response because:

  Upon receiving the recall notice by mail and email for the Anti theft recall, I scheduled the appointment. This problem has nothing to do with the check engine light because I had no problems with my vehicle crashing until I took it for this specific work to be done at Keyes Hyundai. Id like to file a complaint against the manufacturer Hyundai for refusing to cover this recall and neglecting the fact that this may potentially cause some issues in the future. 

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

  Business Response

  Date: 10/17/2024

  Vehicle came in for an update / service campaign.   We are unable to complete the campaign  due to the body control module being locked.   In order to complete the campaign, the module will require replacement at customer expense.

  Vehicle is drivable and customer can take the vehicle in same condition as arrived.   estimate for diagnostics / replacement of the Body control module is $ ******* + tax.

  Dealer will provide a $ ****** discount as a one time goodwill gesture.

• Initial Complaint

  Date:09/10/2024

  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.

  On August 5th, 2024, we had our undriveable Hyundai Ioniq towed for a transmission repair to Keyes ******************************** As this is a car we use for income, we trusted that the job would be finished as promised. Four weeks passed. In that time, we attempted to call and left multiple messages for a status update, with a lot of runaround and no answers. I called Hyundai Motor America and was told on a recorded line with ****, that, under my warranty, I would have to be "good-willed" under a claim that Keyes would file. I was also promised that they would cover a car rental reimbursement of up to $60/day. Into the fourth week of no word back from Keyes, I went in person and spoke with *****, who gave me his personal contact information. The new service manager, ****, also tried to offer the excuse that he was new and having issues with their disorganized department. I followed up on August 26th, learning that ***** had been let go, but was assured by their service team that the goodwill claim had been filed with Corporate and was pending. Again after a week of radio silence from the dealership, we called Hyundai Motor America again and were told that *no claim had ever been filed*. Since we could no longer trust Keyes ********, we requested the car be towed to a different service station, at no extra charge to us. Corporate fully agreed and the car was towed to Keyes ************ on September 3rd. I'm now being told that we are responsible for the full cost of the second tow and the entire rental fee. As of this writing, the cost is now over $2000 to us, which we would not have committed to had we been told the correct information. The new dealership, Keyes ************, has processed everything within three days, and the car is expected to be ready this week. This is a standard wait for the entire process, which even if out of pocket, would only tally roughly $400.