Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I brought my Veloster in for service on 1/23. To the used dealership. After I dropped the car off I got a call from the service advisor ******* saying they couldn't duplicate the issue. If I wanted them to dive into it they would charge a diagnostic fee to make sure the tech got paid incase I didn't get the car fixed. He made it out like I wouldn't be charged the fee If I decided to get the car fixed at the shop. He called back and told me what needed to be fixed and I approved the fix. I paid when I picked up the car. I scanned the invoice and paid not seeing the Diagnostic fee on there. When I got home, Upon further inspection, I noticed the Labor charge was not matching the quote for one hour of labor (220) that is printed on the sheet. I was charged $340 instead. I called back in and the advisor said they charged me for ******** fee. There is no LINE ITEM for a Diagnostic fee anywhere on the invoice. He added more to a labor charge that was literally quoted right below it on the invoice. I told him This is EXTREMELY DECEPTIVE. He said well you have to pay it.I believe the advisor was assuming it could be hidden and hopped I wouldn't notice. This is totally unacceptable. I called for the service manager on Monday 1/29 and left a voicemail , But haven't heard back. I also sent in a complaint form to ************* the owner of the dealership and haven't heard Back at all.
Business response
02/02/2024
Hello,
Thank you for reaching out to us and we do apologize for the miscommunication regarding your interaction with our Service Consultant, that was not our intention. Thank you for taking the time to speak with me over the phone and being empathetic on the miscommunication. As discussed, see attached Repair Order that refunded $128.40 for the miscommunication issues.Credit card refund is already processed back to your Mastercard on file and should be there within 5 business days. Thank you for giving us an opportunity to help resolve this issue and hope we have regained your trust moving forward.
Onwards,
*********************** | SERVICE MANAGER
Hyundai of New Port Richey | ******* of New Port Richey
Phone:************ | ***************** (****: LAD)
Address:************************************************** Richey, ** 34652Customer response
02/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
03/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My Hyundai Elantra starts shutting off while driving. I took it to the local Hyundai service department. They diagnosed it and said the entire engine needs to be replaced, and said it may take 30 days or more. They offered me a loaner car, but when I went to get one there were no more loaner cars available. Hyundai offered ********** a car from Enterprise Car Rental. When I arrived at Enterprise, they informed me that Hyundai will only pay for the basic fee for the rental car, and will not pay for the ******************** policy. They asked if I want to pay the $19.99 per day insurance policy. They also asked me to place my credit card on file with them to pay for any damages to the car. I am an attorney and understand very clearly that if I get in an accident without paying for the ******************** policy, Enterprise will charge my credit card for the cost to repair the vehicle and it becomes my responsibility to seek reimbursement from my or the other driver's insurance company. Because my car is being repaired under warranty due to a known manufacturer's defect, just like the more than one million other Hyundai and *** vehicles that are having their engines replaced, Hyundai should be responsible to pay for ALL expenses related to this repair, including paying for the ******************** or providing Enterprise with a means to bill Hyundai for any damage to the rental car. I already have my own insurance, and am not going to pay $600+ to have a rental car.Business response
03/31/2023
We completely understand ********************** complaint and have reached out to Hyundai Motor America's warranty department and are awaiting a response from them. Hyundai Motor ********* policy is that they only reimburse the dealers a certain amount for loaner rental coverage and do not cover additional insurance for the consumer. We have requested an exception from HMA as we do understand his frustration with the current warranty policy. We should hear back from HMA within a few days and will follow up with the customer as well as the ********************.
We apologize for the inconvenience. Please know that we are doing all that we can to satisy our customer.
Customer response
04/10/2023
Complaint: 19581962
I am rejecting this response because: NOTHING was done to assist me. I was not provided a loaner vehicle and was only offered a rental car if I paid the $600+ to insure the rental car.
Sincerely,
*************************Business response
04/12/2023
Per our prior response we reached out to Hyundai Motor ******* to help us with this customer's complaint, and they agreed to reach out to the customer, ******************, to resolve this issue. As of today, we have not received an update however we will check back with our HMA representative at the end of this week.
Customer response
04/17/2023
Complaint: 19581962
I am rejecting this response because:Hyundai did NOTHING to resolve my complaint. I did not even receive a call from them until AFTER my engine was replaced and my car was returned to me. When a company replaces over a MILLION engines because of defective materials and/or design, the company should provide alternate transportation AT THEIR EXPENSE, and they did not. The only way they would provide a car is by using a rental car company and requiring me to pay $20 per day for the insurance policy.
Sincerely,
*************************Initial Complaint
02/25/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a 2014 Toyota Highlander from this dealership on Dec 27,2021. The dealer never offered me any chance to purchase a warranty and stated this vehicle is a Toyota and isn't broken in yet. I drove the vehicle home and on January 29 the check engine light went on as the vehicle was shaking. Luckily Toyota of Miami was across the street. The mechanic stated that the engine has no compression and that It needs to be replaced. I called the Charlie who the. Stated I can send you a check for $1000 which is nice but I'm left with $4300 out of my pocket plus rental car expenses. I feel misled as I was sold a damaged vehicle and the vehicle was never inspected by their mechanics prior to the sale of this Toyota.Business response
03/09/2022
Business Response /* (1000, 5, 2022/03/01) */ Mr ***** called us concerning his toyota breaking down .We spoke several times about what happened . the break down was 5hrs away from us . The toyota was sold as is .we do not offer an extended warranty on vehicles over 100.000 miles. Although there may be outside company's that offer it. .The toyota was inspected on the 21st of Dec .Several things were done as well as front brakes . Mr ***** is more than welcome to get a copy of the repairs . As goodwill we gave Mr ***** $1000 to help with repairs . Consumer Response /* (3000, 7, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have never heard of a dealership not offering a warranty after purchasing a vehicle which leads me to believe that their was pre existing knowledge of their vehicles problem. I had pulled the spark plug out and it was almost black whick leads me to believe that the vehicle wasnt truly inspected...and if I would have known this.I wouldn't have purchased this vehicle Business Response /* (4000, 9, 2022/03/04) */ As originally stated the vehicle was purchased as is which you signed. The vehicle also went through our inspection which we offered to provide you a copy of. Every vehicle that we sell goes through an inspection. Unfortunately, there is no way to predict mechanical failure. If we knew, the vehicle wouldn't have been sold to you . We would be willing to work something out if you wanted to trade in the vehicle.Initial Complaint
01/14/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
I bought a vehicle from this dealership and it has been over a week since the last communication and they have not resolved sending me a paper copy of the vehicle title. I have been communicating with Scott S.and has attempted to resolve the matter but the Finance Manager is uncooperative and will not respond to me. I have provided both of their contact information. I paid cash for this car, so there is no Lien on the vechile. Scott S. Internet Sales Director Hyundai of New Port Richey Certified Used Center 4727 US Hwy 19 North P: (XXX) XXX-XXXX ***********@lithia.com Jerrod B. Finance Manager, Hyundai of New Port Richey Lithia Automotive ************@lithia.com XXX-XXX-XXXXBusiness response
02/11/2022
Consumer Response /* (3000, 11, 2022/02/02) */ ***Document Attached*** I received the Title to the 2015 Honda Civic on 1FEB2022. This issue is resolved to my satisfaction. Thank you. **** *********Initial Complaint
11/19/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
****** Co LLC purchased a 2021 Chevrolet, last 6 of the VIN ******. It was bought and paid for in full with a TD Bank Cashiers check on 10/22/21. To this date we have not received the title for the car. I have called so many times I don't know how many. I never get a return call from them. I have talked with many many people but nothing ever happens. All I would like to have is the title for my car. The title was to be resigned to my auto dealer company and sent to me. Thank you, *** ******Business response
02/09/2022
Business Response /* (1000, 20, 2022/02/09) */ ***Document Attached*** My apologies for not responding to this complaint in a timely fashion. I have reviewed the customers complaint and it appears that there was a clerical error made on the first title that was sent to the customer. It was then corrected and overnighted to him on 12/24/21. As far as I know the customer is satisfied. We are sincerely sorry for the delay in the processing of his title and we have issued the customer a corrected title.Initial Complaint
09/28/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I went to this dealership on July 20th 2021 and bought a 2017 Honda Accord for $20000. I informed them that the car is for Texas and they told me they can send me my registration and title in the mail to me in Austin. After a month of calling they told me they can't send it and I would have to do it myself after I paid for them to do it and it is in our contract. Texas won't let me register the car and they have done nothing to help. Now it's been nearly 3 months, my car is not registered and my temp tag has been expired for awhile. I've sent emails to where they tell me they can't help. So now I have a $20000 car I can't drive. Please help me.Business response
10/18/2021
Business Response /* (1000, 5, 2021/09/30) */ I spoke with Mr. ******** this morning and explained that his title work is in Texas waiting for him to go in and finalize it. He said that he had to pick it up from the location we sent it to even though he and Michelle W. agreed to have it sent there and he's carrying around the paperwork. I told him to take it to his local Travis County Tax Collector's office to have it finalized as there is nothing more we can do for him. I also told him that if he had any issues with the County office to have them call me although all the paperwork he has should be sufficient. He also has our check payable to the Travis County Tax Assessor/Collector's office to pay for the title, tag and registration fees.Initial Complaint
09/09/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
Aug 30, 2021 my husband and I bought a pre owned 2017 Santa Fe. Albert P. was sales consultant. The conversation was his previous job making 200,00 a year and his daughter in medical school. We asked Albert about a 2nd key and Albert said he would put paperwork in key. When Tom asked Albert why they dont already have keys made Albert explained how much money it would be to have keys made for 500 vehicles a month and some vehicles go to auction or sites to be sold. Albert said we would get key, the vehicle would have to be brought in to be programmed for car. Albert expressed strong dislike for manager Charlie. Sept. 8 I talked to parts dept and Albert did not request for 2nd key. I left voice mail on Albert' cell, talked to manager Charlie, and told him Albert told me I was getting 2nd key, and I know there was NO request for such. Charlie took my phone # said he would call back, which HE DID NOT. I know if I call, I will again be ignored. Stressful experience with Albert ego.Business response
10/20/2021
Consumer Response /* (3000, 6, 2021/09/27) */ This response was taken verbally by the BBB They said they would replace the key tomorrow will update. Business Response /* (4000, 8, 2021/09/30) */ The key was on national back order due to covid and chip shortage as soon as the key was received in parts we called youInitial Complaint
08/28/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I traded in my 2015 Ram 1500 on 7/17/2021 for a Pre-Owned 2017 Ford Mustang GT. I was informed that the dealership had up to 20 days to payoff my existing loan from trade in, it has currently been 42 days and I am still showing responsible for my Trade in. Even though this vehicle was not paid off under my name, it is being advertised for sale on their Pre-Owned website. My credit has dropped 30+ points, part of my reason of trading in was to lower my monthly payments and assist me with building my credit, but this has proven to be the opposite.Business response
10/07/2021
Business Response /* (1000, 15, 2021/09/23) */ Contract date was 07/17 payoff check was sent 07/23 BB&T lost the check or they never received it .. A call can into our office from BB&T on 09/8 saying they never received the check a second check was cut on 09/09 .. Please call me at the dealership so we can talk about comping you
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
8 total complaints in the last 3 years.
1 complaints closed in the last 12 months.