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:05/06/2025

  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.

  On April 17, 2025, I purchased a 2016 Hyundai Elantra (VIN: *****************) from Hyundai of Wesley Chapel. During the negotiation, we agreed on $11000. A witness was present during this interaction. I was shown a document indicating an out of the door price of $11,000, with a $2,000 down payment. The dealership failed to explicitly mention it is $11,000 after downpayment and lead me on to believe I would be financing for $9,000. However, upon finalizing the paperwork, the total financing was at ******** with add on services. I discovered that the dealership had changed the base financed amount to $12,196.22. This was a substantial and undisclosed increase from even $11,000 financing figure later shown which I have photographic evidence for. This photo shows price shown after signing. The dealership has obtained my signatures under the false pretense, using bait and switch tactics which constitute fraud.Furthermore, I verbally instructed the dealership to process financing exclusively through my chosen bank. Despite this, after my bank rejected the loan application due to being higher amount than I was preapproved for, the dealership proceeded to finance the vehicle through another bank without notifying me. The dealership has failed to explicitly mention verbal agreements are not binding. Since I had signed documents under the pretense that financing would only occur through my bank, where I was preapproved for lower interest rates, the dealership exploited those signatures to finalize a financing arrangement without my informed consent. I would like the dealership to either pay the inflated difference towards the principal amount of the loan or Immediate rescission of the purchase contract. Return of the car with full refund of all amounts paid, including down payment and any other fees and provide a written confirmation that all financing obligations related to this transaction have been canceled.I would like to request inquiry into such practices.

  Business Response

  Date: 05/08/2025

  Thank you for bringing your concerns to our attention. We take all customer feedback seriously and strive to maintain transparency and fairness in all our transactions.
  
  
  We understand your concerns regarding the details of your purchase agreement and financing terms. In order to properly address and clarify the matter, we would like to invite you to visit the dealership at your earliest convenience to review the full documentation together. This includes all signed contracts and disclosures that were part of the purchase process. 
  
  
  Our goal is to ensure that you have a clear understanding of the transaction and that all terms were accurately communicated.
  
  
  Please contact me directly at the dealership to schedule a time to meet in person. We are committed to resolving this matter in a professional and timely manner.
  
  
  Thank you, 
  
  
  **** *********
  General manager 
  

• Initial Complaint

  Date:03/11/2025

  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.

  Our car developed a problem on our trip to Wesley Chapel so we took it to the dealership to have it diagnosed and repair. On February 4th, we were told that the car had an accumulation of sludge in the engine, and that must have been due to our neglect, hence Hyundai would not honor its 10-year powertrain warranty. The car at that moment had ****** miles and the warranty would not expire for nearly a year. We did provide the service manager with our maintenance records, but this did not persuade him. He insisted that we would have to pay for the engine repair or replacement ourselves. The estimates for this cost ranged from $5,000 to $10,000 to $20,000 (sic!), depending on who in the dealership we talked to. We were offered to purchase a new car to receive a $1,000 trade-in. We are too elderly people (over 66) trapped far from home in a very unpleasant situation, and in the end we decided to purchase a new car at a price that seemed attractive ($22,650). However, that price, as we later learned, did not include our downpayment but did include optional "warranties", which we declined, plus other charges. Our subsequent calls to the people we had dealt with at the dealership went either unanswered or met with anger and disconnected on the other end. We have spent many hours trying to unwind that. We would like the unwanted warranties removed and the cost reimbursed.

  Business Response

  Date: 05/05/2025

  Thank you for bringing your experience to our attention. We sincerely regret the frustration and inconvenience you've encountered during your visit to our dealership, especially while being far from home. Please know that we take concerns like yours very seriously and are committed to addressing them thoroughly.

  
  Regarding the engine issue, our service team diagnosed the presence of engine sludge, which unfortunately can impact Hyundais ability to honor the powertrain warranty. We understand you provided maintenance records, and we appreciate you doing so. Our teams determination was based on Hyundais warranty guidelines, which require a history of routine oil changes and maintenance that aligns with manufacturer recommendations.

  That said, we are happy to re-review your documentation in cooperation with Hyundai corporate to ensure fairness and accuracy.
  We also regret any confusion surrounding the pricing and financing of your new vehicle. It is never our intention to mislead, and we strive for transparency in every transaction. If optional warranties or additional charges were included against your wishes or without clear explanation, we agree that this must be addressed. We will gladly audit your sales documents and, if applicable, initiate the cancellation process for any unwanted products.

  
  Lastly, we apologize if any of your follow-up calls were mishandled or went unanswered. That is not reflective of the customer service standards we hold ourselves to, and we are taking internal steps to ensure better communication going forward.

  
  Please contact me directly at the dealership, so we can begin resolving this matter as quickly and amicably as possible. We value your trust and would like the opportunity to make things right. Thank you, **** *********

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23038854
  
  I am rejecting this response because: I had received similar assurances in the past, with no results. They have alt the documents and know what "optional" warranties they added. After many phone calls I succeeded in getting only one of those cancelled. The remaining are: 1) Tire warranty 2) Perma-plast warranty 3) ********** warranty. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 05/15/2025

  Dear Vlad,

  
  Thank you for reaching out and sharing your concerns. At this stage, we believe the most effective way to move forward is to continue the conversation in person. We are committed to resolving this matter and feel that an in-person discussion will allow us to better understand your concerns and explore all possible solutions together.
  Please feel free to visit the dealership at your earliest convenience so we can work toward a resolution. We value your time and the opportunity to make things right.
  

  Sincerely,

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

  Customer Answer

  Date: 05/18/2025

   
  Complaint: 23038854
  
  I am rejecting this response because: It is a 7-8 hour drive from where I live. I might consider this only if I knew what am I travelling there for. I am open to videoconference or a phone call.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 05/20/2025

  Dear Vlad,
  
  Thank you for reaching out and sharing your concerns.I'm happy to speak virtually with you. Please feel free to call me at the dealership at your earliest convenience so we can work toward a resolution. We value your time and the opportunity to make things right.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:03/04/2025

  Type:Product 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 February 15, 2025, I purchased a 2024 Hyundai Venue SEL VIN: ***************** with a personal check for $21,511.46, which has since cleared. I did NOT receive a Bill of Sale or copies of other documents that I signed in their Finance Office.I have since called about 50 times and left voicemails and sent many emails, but NEVER received copies of the Bill of Sale or other ************ has been over two weeks, and I am wondering if I have been a victim of fraud or scam.I am almost 80 and a retired military. Please help.

  Business Response

  Date: 03/05/2025

  ***,
  
  I just wanted to take a moment to sincerely thank you for your service to our country. Our policy is to provide all consumers with copies of the documentation after signing, typically in a package when you leave the financial office.
  

  However, I'd be more than happy to provide you with copies. Please feel free to come by the dealership, and it would be my pleasure to personally assist you with this.

  
  Thank you again,

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

  
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23013938
  
  I am rejecting this response because: I live about an hour or more from the dealership.  I was not giving a copy of the Bill of Sale or other signed documents when I purchased the vehicle.  That was not my mistake.  It was the dealership responsibility to give them to me.

  It is now going on three weeks and after repeated calls and emails, they NEVER responded.  

  These documents can be mailed or emailed to me.  I do not want to go to the dealership ever again.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 03/13/2025

  ***,
  Please call my personal cell phone, and I would be happy to resolve this for you.
  Thank you,
  *** ********* ************

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23013938
  
  I am rejecting this response because: it doesn't answer or solve my problem.  All I have ever wanted or asked for was a copy of the Bill of Sale and the other 15+ documents that I signed.

  It has now been over four weeks and I have not received them, when I SHOULD have received them the day, Feb 15th, that I bought the car.

  They can easily be mailed or emailed to me:  ****************************************************************************** or ****************************.

  Why is the dealership making this so hard and difficult when they should have been done originally.  

  In my almost 80 years of buying experience, this has to be the worst and most unprofessional.  
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 03/19/2025

  We sincerely apologize for any frustration this has caused you. You are welcome to visit the dealership at any time to pick up your Bill of Sale and any other documents from your purchase. Our policy is to provide these documents after finance, and they are available for you.
  Please let us know when you plan to stop by, and we will ensure everything is ready for you. If you have any further concerns, feel free to reach out, and well be happy to assist you.

  
  Best regards,

  **** Fernandez 

  Business Response

  Date: 03/21/2025

  We have advised the BBB we will email a copy of the docs to the customers email as requested

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23013938
  
  I am rejecting this response because:  it has been 4 days since Hyundai of Wesley Chapel said that they would email me a copy of the Bill of Sale and the other 15+pages of documents that I signed.  I have NOT received an email from them. It does NOT take 4 days to send an email.

  I would like this complaint be kept open until they do send me an email of all the documents that they SHOULD have gave me the day of the sale, Feb 15th, which was over 5 weeks ago.

  Sadly, it has been my experience that Hyundai of Wesley Chapel have not been honest or trustworthy in their dealing with me--a senior and retired military.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 04/01/2025

  Per the request of the BBB we have emailed all of Mr. ***** documents to them and they in turn advised will be sending them onto the customer.

  Customer Answer

  Date: 04/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I am not sure why it took over 6 weeks to provide me the documents that should have been given to me the day of purchase, and they still did not include a Bill of Sale, but I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:02/14/2025

  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.

  Hello I purchased a new car from Hyundai of Wesley Chapel on 1/20/2025. As of today my trade in is still not paid off by the dealership. I purchased a new Hyundai Santa Fe and traded in a Mercedes-Benz C43. I have reached out to the dealership multiple times (first on 2/4/25 and again on 2/10/25) to request that the dealership complete their part of the contract in paying off my trade in (see attached contract PDF). I called the financial institution for my trade in to make sure there was nothing holding the dealership from paying off my trade in. They stated there is no issue and that they are waiting for Hyundai to pay off my trade in and that no contact has been made by the dealer so far. I spoke with the general manager of the dealership Matthew and I stated how we are now well past 10 business days to pay of my trade in per FL law. Matthew stated pay off would be completed by 2/10/25. This did not occur and my issue is still unresolved. I have tried reaching out to the dealer again and now am getting ignored, passed around, and even hung up on. Please help ensure the dealer completes their part of the contract in paying off my trade in.

  Customer Answer

  Date: 02/27/2025

  
  Better Business Bureau:
  
  

  Hello,

  I was able to finally get my issue resolved. Thank you for trying to help.

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

• Initial Complaint

  Date:02/04/2025

  Type:Billing 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 December 19, 2024, when I purchased the car, the seller, *****, assured me that they would cover the cost of the license plate, as they had mistakenly assigned a plate from another vehicle I own (which is currently in use). They informed me that they would resolve the issue and send me a new, fully paid license plate at their expense. I was assigned a temporary dealer plate and was told to expect the new plate by mail.For a month, I remained in communication with the seller, ***** ********, who advised me to visit the ********************* to retrieve the plate, as he was unsure why it had not yet arrived. However, when I went to the office, I discovered that the dealership had improperly deactivated my original plate without authorization. Additionally, they had applied the associated credit ($$) to my new vehicle, which was still without a plate.On January 27, I returned to the dealership because my temporary tag had expired, and I still had not received the license plate. I went with my wife to resolve the issue, and upon arrival, an employee named ****** who identified himself as the finance manager, assured us that they would fix the problem. After explaining the situation, he stated that one of his employees, *****, would take us to the ********************* to obtain an invoice, which he claimed was necessary to determine the cost of the license plate.***** then drove us to the ********************* in a vehicle from the dealership. Once there, I personally paid $327 for the license plate. After returning to the dealership, I handed the invoice to ****** At that point, he informed me that the dealership would not cover or reimburse my payment for the license plate. Instead, they would only send me a check for $36.11, which he claimed was for the activation of the license plate they had deactivated without justification.

  Business Response

  Date: 02/19/2025

  Thank you for reaching out and bringing this matter to our attention. I sincerely apologize for any confusion or inconvenience this situation has caused. Ensuring a smooth and transparent purchasing experience for our customers is our priority, and I regret that you have encountered these challenges.

  
  I have reviewed your concerns and the details surrounding your license plate issue. I understand that you were initially assured that the dealership would cover the cost of the plate and that there was an error in the assignment and deactivation process. I also recognize that you were ultimately required to pay $327 at the ********************** which was not in line with the expectations set at the time of purchase.

  
  I have further investigated this matter with our team to understand why this occurred and it has been determined you provided this plate as a transfer; and no further action will be taken on our end. 

  
  We appreciate your patience and the opportunity to address your concerns. If you have any additional details to provide in the meantime, please feel free to share them. You may also reach me directly at should you have any additional questions.

  
  Thank you for your time,

  
  Best regards,
  **** Fernandez 

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22893698
  
  I am rejecting this response because:
  The sales Associate promise and made the arrangements for the license plate to Mailed to the house. We were on in contact multiple times Through phone Calls and text messages Which I have saying and confirming That the license plate should have been mailed to us As courtesy of the dealership. The last contact With the dealership was in person And they provide transportation to the tax ***************** With one of their cells officers to obtain an invoice In order to receive the payment from the dealership for the license plate. Dame terminar esto
  Sincerely,
  
  ******* **** ******

  Business Response

  Date: 03/03/2025

  *******,

  Thank you for your response. Please feel free to contact me directly if you need any additional information. I would be happy to meet with you in person to further discuss. Im available any day this week and can be reached at the dealership phone line.

  **** ********, General manager 

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22893698
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* **** ******

• Initial Complaint

  Date:01/08/2025

  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.

  Company is breaching contract and threatening repossession after they failed to send my paperwork to the bank after financing. Attempted to force me sign a new contract with different interest rates after the 45 day window the contract allows. Ran my credit 32 times 6 months after I bought the car. Unprofessional customer service in general. Blaming me for the incident although ive offered to pay the balance they never allowed me to pay for. Have money available to pay for car. Will not make a resolution with me. Illegally told me I had to bring back the car in 12 hours when the contract says they have to within 45 days and give me a 48 hour notice. Told me I shouldve had the common sense to bring back my car. Refused to send me my signed contract until 6 months later. Gave me an arbitrary deadline to sign a new contract without it being filled out correctly and completely. Blank pages, nothing that said interest rate or monthly payment. Reached out to them multiple times to attempt to pay for my vehicle and will not allow me to after they failed to send paperwork to the bank that was signed and approved. Lied on new contract sent over about miles, age, and date of purchase to the lenders (that i refused to sign). Hard inquiry on my credit resulted in a 10 point drop without notifying my prior. I have documentation of the credit ran, both contracts sent to me, and the amount of times i reached out to try and pay for my bill. Legal action will be taking place.

  Business Response

  Date: 01/08/2025

  Dear *******,

  
  After careful consideration, we have decided not to proceed with the sale of a vehicle to you. Unfortunately, the lender has declined to finance the purchase, and you have indicated that you are unable to bring your account current.

  Given these circumstances, I no longer feel confident moving forward with the transaction.

  Please return the vehicle within 48 hours to avoid additional penalties. 

  
  Thank you for your attention to this matter.
  

  **** Fernandez 

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22785332
  
  I am rejecting this response because I was never given the option to "make the account current". I was told to either sign a half-done, fraudulent contract or return the car. Which again, breaches the original and only executed contract. That option was never provided to me. I can't make my account current if the dealership has never given me the option to.
  
  Sincerely,
  ******* ******

  Business Response

  Date: 01/14/2025

  *******,

  
  Thank you for taking the time to respond to my Better Business Bureau inquiry.
  Unfortunately, I have had to escalate this matter to my corporate legal team.

  I always strive to work with customers and find mutually beneficial solutions, but sometimes we're unable to reach an agreement. Regrettably, thats the case here.

  
  I wish you the best of luck moving forward and kindly request that you return the vehicle.

  
  Best regards,

  **** Fernandez 

   

  
  

• Initial Complaint

  Date:12/13/2024

  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 was purchasing in the market to purchase a car. One was Hyundai of Wesley Chapel and the other was ***** of Wesley Chapel. I decided to buy my car from ***** of Wesley Chapel. On November 21st I received a text message to put a deposit down on the car I was going to buy from ***** of Wesley Chapel. Both dealerships are owned by the same company and when I made the deposit I didnt realize I cliced the link in the text for Hyundai of Wesley Chapel and my $500 deposit went to them. When I went to purchase my car from ***** and they told me the mistake I mustve made as the deposit wasnt showing in their system. I contacted the car salesman I was dealing with from Hyundai of Wesley Chapel on November 23rd because I couldnt get in contact with anyone. **** told me he would have it handled and he reached back out to me once asking if I received it to which I replied no and never heard from him again. I have tried calling over 8 times in the span of 2 weeks and left multiple voicemails and no one has gotten back to me. They have kept my $500 for a deposit for a car I never bought from them and still have made no attempt to return my money and they cannot legally hold it. I disputed it with my bank and my bank has not been able to get a resolution as no one is answering them either

  Business Response

  Date: 12/14/2024

  Hi ******,

  
  I have reviewed our records and do not see any deposit of $500 associated with your name. This should be a straightforward processplease visit our store at your earliest convenience, and we will gladly issue a refund for your deposit.

  
  Thank you,

  **** Fernandez 

  
  

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22681866
  
  I am rejecting this response because:

  Interesting that you dont have a deposit on file but you sure had no problem taking it out of my account. I live over an hour away and I will not be stopping into the building.

  Firstly, someone should be responsible enough to actually call people back. This all could be  handled via phone.

  At the end of the day, you guys have my money and are refusing to give it back. You also have refused to contact my bank back in regards to my dispute as well

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

  Business Response

  Date: 01/15/2025

  Hi ******,
  
  I have reviewed our records and still do not see any deposit of $500 associated with your name. This should be an easy and straightforward processplease visit our store at your earliest convenience, and we will gladly issue a refund for your deposit.
  
  Thank you,
  **** Fernandez 

• Initial Complaint

  Date:11/26/2024

  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 leased a car from this dealership on 8/28/2024 and I traded my car same day which was leased by ******. Dealership didnt pay off my trade car yet, but they already sold it without getting the title from ******. And they didnt finish setting up account for the car I leased from them it has been 3 months that they didnt provide the registration to me. And its still going on as of today. I went there several times they are pretty rude and they dont solve the issue.

  Business Response

  Date: 12/10/2024

  Dear Mr. ********************* you for bringing your concerns to our attention. I want to sincerely apologize for any inconvenience or frustration youve experienced.
  
  Id like to assure you that the matter regarding your previous vehicles payoff has been fully resolved, and the account has been properly settled with *******. Additionally, all necessary steps have been completed for the registration of the vehicle you leased.
  
  We take pride in providing excellent customer service, and I am truly sorry if we fell short of those standards during your interactions with us. Please know that I am available to address any remaining questions or concerns you may have. 
  
  You can reach me directly at dealership anytime and I will personally ensure that any issues are promptly resolved.
  
  Thank you for your understanding and for giving us the opportunity to address this matter.
  
  Sincerely,
  
  **** *********, General manager 

• Initial Complaint

  Date:11/20/2024

  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.

  Last week of October, my car's front tire went over the footpath, and the front passenger tire hit a pothole, bursting the tire and rendering the vehicle immobile. I immediately contacted Hyundai roadside assistance, and they towed my car to the Wesley Chapel Hyundai service ********* insurance company, ***********, initiated the claim process and approved the replacement of necessary body parts, including the front axle and front tires. The Hyundai service center took three weeks to repair the vehicle and sent a message indicating the car was ready for pickup and that the issues had been resolved and repaired properly. I paid a $1,000 deductible as per my insurance plan.I picked up the vehicle on Friday, November 8th, and immediately noticed a strange, loud noise coming from the engine. I contacted the service center and informed them of the problem. The next day, I returned to the showroom and informed the service center again. They conducted a test drive and confirmed an axle issue. They stated that the technician was unavailable and asked me to return on Tuesday.I questioned how they could confirm the vehicle was repaired without proper testing and how they could charge me without resolving the issue. I requested that they take the car back and provide me with an alternate vehicle until the issue was fixed. They refused to provide an alternate car.They are not concerned about customer safety, as they allowed me to drive a problematic car. Additionally, they are not taking responsibility for the issue. Now, they are claiming it was an engine transmission issue. If this is true, my 2-year-old car is under warranty, and they should replace the engine and provide an alternate car until the issue is fixed. However, they are asking my insurance company to pay for the engine transmission issue, which is unrelated to the incident.?

  Business Response

  Date: 12/06/2024

     This vehicle obviously crashed into some type of stationary object, likely something similar to a concrete curb. There was extensive under carriage damage. The customer's insurance company has been involved throughout the repair process and wrote and approved the original estimate. We repaired the vehicle properly but sometimes there is hidden damage that is not apparent until the vehicle is driven for a certain amount of time. This is the reason that insurance supplemental repairs are necessary sometimes. The insurance company has reviewed this supplemental repair and determined it is a part of the loss. They have approved the repair which is the replacement of the transmission. Apparently, the damaged axel led to internal transmission damage which showed up a short time after the customer picked up their car.  

      We ordered the transmission at the highest priority level possible as soon as we were given the approval by the insurance company. Unfortunately, the transmission is on a back-order status which means that Hyundai can't give us an estimated time of delivery at this time. We are check on the status of that order every day. I feel badly for the inconvenience to the customer, but I understand he doesn't have rental car coverage under his insurance plan. We'll continue to do our best to get the part and get his car back to him.

   

  *** ********

  Fixed Operations Director

  Hyundai of Wesley Chapel

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22582055
  
  I am rejecting this response because: 
  Heres a corrected and rewritten version of your message for better clarity and grammar:
  
  I have been trying to reach the representative, *******, but as usual, there has been no response. This is how they treat customerswithout any updates. Later, I contacted the manager, ***, who informed me that the insurance company had approved a refurbished transmission. However, that part is not available anywhere in the ****
  Subsequently, they requested a new transmission. I spoke with my insurance company, and they approved it immediately. Now, Hyundai and the service center claim that the new transmission will not be delivered until January 10, 2025.
  Heres my simple question to Hyundai: I have been paying monthly installments of $649 for my car over the past two months, along with $120 for insurance. I also paid a $1,000 deductible at the time of the initial delivery of my car. Despite this, the car was delivered without proper testing, leading to these ongoing issues.
  I have also spent $1,000 on car rentals, bringing my total expenses to around $4,000 with no resolution in sight. Who is responsible for this loss? I dont have rental coverage, and Hyundai is neither fixing my car nor providing a rental vehicle.
  This experience has been extremely frustrating and has taught me never to buy a Hyundai vehicle again. I am requesting the BBB to file a formal complaint against Hyundai for their negligence and lack of accountability, as they are taking months to resolve the issue.
  
  Sincerely,
  
  ************ Bojanam

  /

  Business Response

  Date: 12/10/2024

  Dear Mr. ************************ you for bringing your concerns to our attention. We sincerely regret the inconvenience and frustration you have experienced.

  
  We understand how important it is to have your vehicle returned to full working condition as quickly as possible. Unfortunately, due to circumstances beyond our control, including supply chain challenges, the delivery of the required transmission has been delayed. While we are actively working with the manufacturer and the insurance company to expedite the process, this does require patience as we navigate these logistical issues.

  
  We assure you that we are committed to resolving this matter as soon as possible and will keep you informed of any updates regarding the parts arrival. In the meantime, we encourage you to reach out to us directly if you have any further concerns or questions.

  
  Thank you for your understanding, and we appreciate your continued patience as we work toward a resolution.

  
  Sincerely,

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

• Initial Complaint

  Date:11/20/2024

  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.

  I traded my 2022 **** Compass lease in on 10/4/24 toward the purchase of a 2024 Hyundai ****** at Hyundai of Wesley Chapel. As of today, 11/20/2024 my trade has not been paid off. I have been contacted via email and calls from **************** starting 11/4/24 about delinquent payments on my Jeep Compass. My husband and I immediately reached out to Hyundai of Wesley Chapel to inquire about the issue. We left multiple messages for Finance, ******* B, Sales Manager ***** ******** and with anyone that would answer the phone. I reported the issue to Crystler and they noted the account but ultimately the delinquency would be hitting my credit report. I finally received a return call from ***** ******* on 11/6/24 730pm, he claimed to not have received any messages and assured me that "he found my Jeep and pulled some strings at another dealership and that the payoff would show in 24hrs. I questioned the whole situation as I have traded and purchased many cars in my adult life and have never had a problem, he made a statement about the trade vehicle not getting paid off until another sale is made, my husband sold Hyundai's for over 12 years and this was not accurate. I also expressed my concern with the lack of his response to all of our calls for a week. He claimed to have never gotten them. As of today 11/20/24, my traded vehicle which I am not in possession of since 10/4/24 is still not paid off. I transferred my plates to the new car. My husband I continue to call daily with promises of returned calls same day- NO ONE has called me back and my A+ credit score is about to be tarnished with something out of my control. I just want my Jeep paid off as agreed in all our financing paperwork and my credit to be untouched. I have called local news, filed complaint with ***, ****** and yelp reviews. PLEASE help!

  Business Response

  Date: 12/06/2024

  **** *********, Hyundai of Wesley chapel 

  Business Response

  Date: 12/18/2024

  Thank you for bringing your concerns to our attention and for your patience throughout this matter. After reviewing your account and transaction, we would like to confirm that the balance on your 2022 Jeep Compass has been paid off. 
  
  We sincerely apologize for any inconvenience or frustration caused by the delay in processing the payoff. We understand the importance of timely communication and resolution, and we regret any negative impact this may have caused.

  
  Our team is committed to providing a seamless experience, and we take your feedback seriously. We are reviewing our internal processes to ensure similar situations do not occur in the future.

  
  Should you have any further questions or need documentation regarding the payoff, please do not hesitate to contact us directly at the dealership 

  
  Thank you for choosing Hyundai of Wesley Chapel, and we value the opportunity to make this right.
  

  Sincerely,

  **** *********, General manager 

  
  

  Customer Answer

  Date: 12/28/2024

   
  Complaint: 22581420
  
  I am rejecting this response because the transaction for my Jeep pay-off took over 2 months and 10 days to happen after the purchase of my new ******. **** nor any of his team returned any of our numerous phone calls to the dealership, not even after receiving this complaint. I have purchased several cars from Hyundai of Wesley Chapel over the last several years and I will NEVER return due to my last car buying experience.  The lack professionalism and total disregard for the customer in this case is absurd. 
  After viewing the online reviews its apparent that I was not the only customer that has not gotten the proper treatment by management.  I can only hope that these complaints reach the owner and proper safeguards be put in place to protect the customers. In todays economy we do not need anything that would negatively affect our credit. 
  
  Sincerely,
  
  ***** ********