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:02/05/2025

  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.

  On 11/8/24 we dropped our 2021 Hyundai Palisade off at Courtesy 4 maintenance. This included a front end alignment, oil change, windshield ***** and asked them to check brakes. At the previous oil change they recommended rear brakes. We just had rear brakes put on in 2/24 and could not understand how they already needed repair. Car involved in a major rear end collision in 12/23 & repaired at same dealer. We spoke in depth w/ the service advisor about issue. We had concerns the brakes were wearing premature. Also w/going through 2 windshields and now possibly 3 sets of brakes in 10 months. We left for a cruise on 11/9/24. Upon returning I called the service department to pickup car. I was informed that the brakes on were replaced without consent. After arriving at the dealership I expressed my confusion with the ** about brake job. I couldn't understand with min mileage I was on my 3rd set of rear brakes in a year. The ** showed the part as front brakes but the part number was for rear brakes. The service advisor said that was an error and the front brakes and rear brakes r different prices. Instead of causing a situation at the dealership I paid the bill in full and went home. Upon getting home the repair just didn't sit right with me. Having worked in the heavy duty truck industry for 30+ years I removed the rear tires & reviewed the brakes on the rear axles and saw that no repairs have been done. I then gave the benefit of the doubt and did the same for the front axles. Same issue. I then took out my brake gauges and measured the pads at just over 6mm. According 2 Hyundai pads are new at 10mm and you replace at 3mm. So my pads were never changed and the fact that they recommended a brake job at the previous oil change is also misrepresented. I then went in the next day and spoke with ***** Valence the service director. He agrees that the brake job was not done and said they had to send me a check to refund me, This has not happened,

  Business Response

  Date: 02/07/2025

  Dear BBB Department,
  
  
  We wanted to inform you that the issue regarding the guest reimbursement has been resolved. A check was originally mailed in December, but it appears to have been lost in transit. We have requested a new check, which the guest will be picking up in person. We have also contacted the customer and confirmed that the matter is resolved. Please let us know if you need any further details. 

   

  Respectfully,

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

   

  Customer Answer

  Date: 02/12/2025

   
  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

  Date:02/03/2025

  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.

  Issue happened on 01/31/2025, but has been manifesting since 10/23/2024. I bought a used car from this Hyundai dealership on December 2023. Car came with rim locks included, however the key for said locks was not in the car when it should have been. As per the dealership rules, cars with rim locks on their rims must include a key. It should be either in the glove box, or in the trunk. I checked these spots, and so did the dealership but could not find said key. I had a flat tire on october 2024, but could not get it replaced due to this issue. I opted to get a patch on the tire and let it go since it was a rather small issue. However, I got another nail in another tire, which required me to get a new tire. The shop I went to obviously could not take off the rims since they didn't have the key, and I couldn't go to the dealership because this happened past their operation hours. The tire shop suggested a solution: forcibly remove the rim lock. This worked perfect, except for the fact that they charged about $50 for tools and work. Those are $50 I would NOT have spent had the key been included with the vehicle in the first place! Now, the tire which I had put a patch on gave out finally, and this time I needed it replaced as well. But, no key meant another $50 to take the tire off. So, I finally took the unnecessary trip to the dealership on my free time to get the key. And they tried to sell it to me! They stated they don't just sell a "lone key", they only sell a key set with other keys that are totally useless to me. For $60. Managers said they "couldn't just give me the key, because they sell them as sets" so they removed the rim locks. This would be a somewhat satisfactory solution, if it wasn't for the fact that the rim lock's price is included with the vehicle. So, I paid for rim locks and they are now taken by the dealership (no, they did not give them back). So either refund the costs for not having a key and the locks, or return the rim locks with a key!

  Business Response

  Date: 02/04/2025

  Good morning,

     Thank you for reaching out and bringing this matter to my attention.  We were able to discuss the matter with the guest yesterday and resolve his concerns.  Please let me know if you need anything additional on this.  Best wishes,

   

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

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

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22885354
  
  I am rejecting this response because:
  I did talk to Courtesy Hyundai of Tampa on Monday February 3rd, but they were not able to "resolve my concerns" during this call in contradiction to their statement saying they talked to me on Tuesday February 4th. On Monday February 3rd, the person that helped me (***) took all my information and listened to my complaint, but we never reached a conclusion to the issue at hand on this call. She said her manager (*****) would contact me in the next few days to find a solution to the issue. However, I NEVER received a call back from them. I do not know who they talked to that agreed that my "concerns were resolved", but it was NOT me (***** ******) or anyone associated with the car's ownership. I am yet to receive a reimbursement for the cost of not having the key to the rim locks, or have my rim locks put back on my rims with a key on hand as of Friday February 7th. I am very disappointed by their attempt to close the case with little to no effort to find a solution to the problem, as well as their lack of customer service from day one of the incident...
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/11/2025

  My service director ***** ******** spoke to the guest at 12:04pm on 2/11/25, the guest stated he will stop by this week to receive a new wheel lock set at no charge to the guest. 

  Customer Answer

  Date: 02/16/2025

   
  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.
  

  ***** was very helpful and he solved all my concerns. Hats off to him for providing the detailed customer service I was expecting. Issue was solved as of Thursday 13th and everything was excellent after my visit. Thanks for everything. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/29/2025

  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.

  On 01/27/25 **** from finance submitted personal information of mine without my consent to a lender. I believe he falsified the information in order for the lender to fund the deal. I asked the dealer before the vehicle got funded to give me my truck back and I will return the vehicle because the lender was asking for more proof of residence so I talked with the lender and told them that I did not have any other proof of residence and that I will be returning the vehicle since they would not fund me and they said okay. Then a few hours late **** from finance texted me a picture of his computer screen showing the deal was funded and I asked him how that was possible because I did not give the lender the information they were requiring so therefore I was returning the car but he never responded back. I called the lender back and they told me that he called them twice and submitted something that they accepted, but that was without my consent and at this time they were not able to cancel the contract unless the dealer calls them and request it. The General Manager called me 01/27/25 that same day and I told him what happened but he said there wasn't much he can do after the deal was funded and that he will talk with **** and get back to me on Wednesday. I believe he could do something especially after what his employee did. **** also lied to me telling me that he sold my truck but I called my lender and they still haven't received payment so if they did sold my truck they did it illegally. I would like to return the vehicle and get my truck back.

  Business Response

  Date: 02/04/2025

  Good morning,

      Thank you for bringing this matter to my attention.  I was able to speak with Mr. ******* last week and review his situation.  While we cannot fulfill his request to cancel the deal, we were able to offer him a service credit in order to resolve his concerns.  Please let me know if you need anything additional on this matter.  Best wishes,

   

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

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

• Initial Complaint

  Date:01/22/2025

  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.

  I had the absolute worst experience at Courtesy Hyundai, and I wouldnt recommend this dealership to anyone. After hours of exhausting negotiations with **** and especially the Sales Manager ***** *. We finally came to what I thought was a deal after I spent two entire days going back and forth, investing many hours trying to finalize everything.Just when we thought it was all set, they completely backtracked on the agreement we had on a Santa Fe lease. Despite all the discussions and supposed assurances, my wife and i were left empty-handed, with nothing to show for the time, energy, and patience we wasted.The lack of professionalism and integrity from this dealership is astonishing. Its clear they dont value their customers time or trust. If youre considering doing business here, I strongly urge you to look elsewhere unless you want to experience the same frustration and disappointment I ******** yourself the headache and find a dealership that respects its customers and follows through on its promises. Courtesy Hyundai was anything but courteous.

  Business Response

  Date: 01/24/2025

      Thank you for bringing this matter to my attention.  I am sorry to hear that your experience with us was anything other than the best.  I would love the chance to speak with you regarding this and see if we can find a way to help.  Please reach out to me anytime.  My email and direct line are below.  Best wishes,

   

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

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

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

• Initial Complaint

  Date:12/06/2024

  Type:Sales and Advertising 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 new vehicle from this dealership on 9/7/24. I also purchased an extended warranty which is cancellable at any time per contract. Later, I decided I did not need the warranty and initiated the cancellation process on 9/10/24. See timeline below: 9/10/24: I sent an email to the finance director requesting a cancellation of the warranty and attached the cancellation request form completed and signed. There was no response. 9/10/24: Mailed a physical copy of the cancellation form to the dealership. Included in the mail was a cover letter written and signed by me requesting the warranty be cancelled. 9/13/24: Emailed the cancellation form to my salesperson who responded and forwarded it to the finance department. 9/16/24: Salesperson informs me that everything is "all set" and I would receive the refund in 4-6 weeks. After 6 weeks pass I still did not have my refund. Attempts to get in touch with the dealership via phone calls, text, and email were difficult and often met with no response. 11/12/24: It has now been 8 weeks since the warranty cancellation was submitted. I called the **************** (*********************************) directly. I was informed that they had no record of the cancellation and to get back in touch with the dealer. Finally got in touch with the dealer and they promised to look into this. 11/19/24: Called the warranty company again and they confirmed that the warranty was cancelled and that I am entitled to a full refund from the dealership. They also confirmed that the warranty was cancelled before it could take effect. This leads me to question why it is taking so long for a refund.Currently, after 11 weeks, I still do not have my money back. The last email from them was on 11/20 saying that it is "in process"; I was not provided an ETA. I have no confidence they will deliver my refund in a timely manner given that they are long overdue and are not forthcoming in communicating with me. Requesting help from BBB

  Business Response

  Date: 12/06/2024

        Thank you for bringing this matter to my attention.  I apologize for the communication issues regarding your service contract cancellation.  I am happy to report that we issued and mailed a check to you on December 4th.  I trust this resolves the matter, but if not please reach out to me anytime.  My direct number is below.  Best wishes,

   

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

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

  Customer Answer

  Date: 12/12/2024

   
  Better Business Bureau:
  
  Thank you for your prompt response. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. As of this writing, I can confirm that I have received the refund. This case may now be closed.  

  Sincerely,
  
  Zain Raza

• Initial Complaint

  Date:12/04/2024

  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 took my car into the body shop to get an estimate to repaint the spoiler on my 2020 Kona. They did the estimate which came to $809.00. The paint is out of warranty. The spoiler is make of plastic not the same as the rest of the car. So I ask at the body shop how I could go about trying to get some help from Hyundai and he told me to call Hyundai Motors America which I did and was given a case worker. ******, National Consumer affairs ************, he told me to make an appointment with the dealership, which I did and they would need 3 days to do test on the paint.They never even took my car to the body shop, they just used the estimate I send them, They did call the body shop. I feel they already made up there minds when I took it in and the service manager told me it was from the sun. I feel that if plastic would fade in ******* they would know that and the part should have been made of metal. I feel it was just a poor print job. I dropped it off on a Sat morning and i received texts from two different people and a e-mail asking why I never dropped it off. Then the person I did drop it off with call me and asked me why I dropped it off. So on Mon I called to make sure that it had been taken to the body shop and was told that the case was denied and they never even called me too come and pick it up.

  Business Response

  Date: 12/05/2024

  .Thank you for bringing this matter to our attention.  Mr. ****** dropped of this vehicle on Saturday Nov. 30th. A repair order was created on Monday Dec. 2nd and sent to *** along with all supporting documents for a paint re-finish claim. A denial response was received the same day- and Hyundai declined the repair.   These decisions are made by Hyundai the manufacturer and not Courtesy Hyundai the dealer.  
  
  

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22639956
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  The dealership did not do what I was told by the case manager they would do. They did not even take my car to the body shop for test on the paint, The car has other plastic parts on the mirrors and they are fine. The service manager made up his mind when he look at my car and said this is just from the sun. I'm sure he put that in his report. So I believe that he did play a part in the in the out come and why would I be told that they had to have the car for three day to do there evaluation which they never did. They didn't even call me to come pick up the car. I called them to make sure that the car made it over to the body shop. The service manager never even returned my e-mails and he would not take my call. 

  Business Response

  Date: 12/06/2024

     Thank you for your response.  Unfortunately, this matter is out of our control at the dealership level.  I would be happy to discuss the matter further any time to see if we can find a solution.  Please contact me at ************ or via email at ************************************.  Best wishes,

   

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

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22639956
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

   This time I'm just asking for info on who at main office of Hyundai do I get ahold of. Name, Phone # , Address and then I will open a BBB complaint. Thank you in advance for your help 

  Business Response

  Date: 12/09/2024

     Thank you for your response.  I would recommend reaching out to Hyundai at  **************.  Best wishes,

   

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

• Initial Complaint

  Date:11/07/2024

  Type:Product 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.

  June 2024 my Hyundai Tuscon was totaled. Toward the end of June (possibly early July) I canceled my extended warranty and was quoted approximately $2,000 check would be mailed to my home address within 6-8 weeks. In October of 2024 I began to contact Hyundai as I had not received said check, I was instructed to basically do the same process over again (as if it wasn't completed to begin with). It is now November 6th, 2024, and I have been trying to contact the manager that had been helping me ****** without success. Please help me get this issue resolved, I feel I have been more than patient with this process, but we have now more than doubled the original quoted time frame.

  Business Response

  Date: 11/08/2024

  Good morning,

     Thank you for bringing this matter to my attention.  I have spoken with our finance department, and the cancellation is in process and the refund check should be available soon.  I do apologize for the delay and any communication issues.  Please reach out to me anytime at ************.  Best wishes,

   

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

• Initial Complaint

  Date:10/03/2024

  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.

  My 2016 Tucson Vehicle ***************** was dropped off around Sept 5 for engine service. (Which has a recall on the engine and I have 2 extended warrantys and 1 of them is for the engine) It was kept for about 2 weeks when returned to me Sept 18 (2 days before my major surgery which Im homebound for 6 weeks while my husband is helping with that situation) the vehicle was worst then when I had originally dropped it off. I immediately went back because it was not drivable. ******* ******* assisted took the car back again verbally told me the ignition coil was replaced and this is a 1x fee being waived. 2 days later car is doing the same thing. My husband took it back 10/2 per ***** ******** service manager then the vehicle is not checked in until 10/3 just to be told the same BS needing an ignition coil and engine flush which was already performed last yr.(this is only required every ****** miles) Bottom line we are being Lied too and mislead!! No one wants to help. The motor is not responding to where the spark plugs and ignition coil are. My husband showed them and ask that the technician do the same testing which they did not. The spark plugs are new and ******* told me ignition coil was replaced as a courtesy on 9/18. I dont appreciate Hyundai trying to take advantage of us and the situation and not properly evaluating the real issue with the motor! I have spent so much money in the past 10 months over $3000 with them about the same issue and nothing is being resolved. I am not RICH! Please help. I have not been able to reach the General Manager **** *********.

  Business Response

  Date: 10/03/2024

  Good afternoon, We apologize for your experience with our service department and any inconvenience this situation might have caused you. Our service director ***** ******** did some research and found that the failing component (ignition coil) is covered under the vehicles extended warranty .We have proceed with this repairs under warranty. Current vehicle concern is not related to any previous maintenance repairs completed on prior visits .Our main focus is to work with you to resolve this in a timely manner . We have tried to contact ******** ********** to get additional information on her current issues as we want to ensure they are addressed in a timely manner. We have been unsuccessful in reaching ******** ********** at this time. How ever we can be reached at ************ and are more than happy to assist.

  Customer Answer

  Date: 10/25/2024

   
  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. The business has resolved my concerns.
  
  Sincerely,
  
  ******** **********

• Initial Complaint

  Date:09/05/2024

  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.

  an ongoing issue with Courtesy Hyundai of Tampa, in relation to the lease agreement for my 2024 Hyundai Ioniq 5. My experience with this dealership has been highly frustrating and has caused significant stress and disruption to my personal and professional life.Date of Lease Agreement: June 17, 2024 Vehicle Leased: 2024 Hyundai Ioniq 5 Trade-In Vehicle: 2021 VW Tiguan Since signing the lease agreement, the dealership has requested that I sign 4 separate revisions of the contract due to mistakes on their end. These revisions were introduced for the following reasons:1st : The dealerships system was down during the initial signing, and I was later informed that the paper contract could not be processed, necessitating an electronic version.2nd: A new contract was introduced after their system recovered, without explanation for the delay.3rd: This version added tire and wheel protection while maintaining the same monthly payment. A $700 trade equity refund was also included.4th: In the most recent contract, the dealership increased my monthly payment from $203.48 to $227.05 due to an increase in mileage allowance. I disputed this change, and the dealership agreed to revise the payment again.Recently, the dealership contacted me, claiming there was a $0.38 per month discrepancy (a total of $9.12 over the lease period), which they stated is preventing them from securing funding. They demanded that I sign yet another revised contract or return the vehicle. Given the minimal nature of this discrepancy, I find this request unreasonable, especially after having to sign multiple revised contracts due to their prior mistakes.The dealership is now threatening to cancel the lease & take vehicle if I do not return it within ******************************* returning my trade-in vehicle (2021 VW Tiguan) or compensating me for its value. This has caused me significant concern as the trade-in was a critical part of the transaction.

  Business Response

  Date: 09/06/2024

  Attached hereto is dealership's response to the complaint tendered by the consumer.  The consumer is operating the vehicle without paying for it, thereby violating the parties' agreement.  Dealership has cancelled the transaction and informed the consumer that he must return the vehicle to Courtesy as set forth in the transaction documents signed by the consumer.  The consumer refuses.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22241463
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:07/19/2024

  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.

  Hello I'm a 68 year cripple black woman. I took my car to courtesy Hyundai 06/29 for repair I was told that I would be placed in a courtesy car with I never got so for those weeks I hade to use my ss. Money to get around paying for transport me around. After having my car for three weeks. 06/13/24 I was told to Emmy ***** of car insurance to be put in a courtesy car if my car wasn't ready on that date. But my car became ready for me to pick up. When I got to dealership I find my car had been vandalized. So I had been to. I have been treated poorly by this company. Things was taken from me out of my car. Thanking you in advance.

  Business Response

  Date: 07/19/2024

  Good afternoon, We apologize for your experience with our service department and any inconvenience this situation might have caused you. We understand upon your vehicle being towed in the tow company left your vehicle unlocked. Our service director ***** worked with you to resolve this matter immediately. Upon ******************************************** leaving the dealership we were never made aware of any further concerns. We have tried to contact ********* to get additional information on her current issues as we want to ensure they are addressed in a timely manner. We have been unsuccessful in reaching ********* at this time. How ever we can be reached at ************ and are more than happy to assist her .